effect of service quality towards customers satisfaction at Ayam Goreng Kalasan Cemara Asri Medan

Stefvanie, Stefvanie (2021) effect of service quality towards customers satisfaction at Ayam Goreng Kalasan Cemara Asri Medan. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

This research was conducted at Ayam Goreng Kalasan Cemara Asri Medan restaurant. In this study, the writer does testing, analyzing and knowing the effect of service quality towards customers’ satisfaction at Ayam Goreng Kalasan Cemara Asri Medan restaurant. The theory used in this study relates to the theory of management, hospitality, service quality and customers satisfaction. The Independent variable of this research is Service Quality and Dependent variable is Customer’s Satisfaction. Sampling method is using formula from Lemeshow which result 100 respondents. Also the method used in this study is quantitative analysis method. Data was collected through observations, interview, and questionnaires distributed to customers, the sample in this study is amounted 100 customers. Likert scale is used to measure the variables in this study. Hypothesis test (partial t-test) is used for this research to get the result and can be explained that t-calculated is 13.681 greater than 1.98447 with significance value of 0.03 that is lesser than 0.05. So it determines that H0 rejected and Ha accepted. The result of this study indicate that service quality does bring affect to customer satisfaction at Ayam Goreng Kalasan Cemara Asri Medan based on the result of hypothesis test, thus the results support the theoretical concept of the effect of service quality on customers satisfaction./ Penelitian ini dilakukan di restoran Ayam Goreng Kalasan Cemara Asri Medan. Dalam penelitian ini, penulis akan menguji, menganalisis dan mengetahui pengaruh kualitas pelayanan terhadap kepuasan pelanggan pada restoran Ayam Goreng Kalasan Cemara Asri Medan. Teori yang digunakan dalam penelitian ini berkaitan dengan teori manajemen, perhotelan, kualitas pelayanan, dan kepuasan pelanggan. Variabel Independent daari penelitian ini adalah Kualitas Pelayanan dan variable Dependent-nya adalah Kepuasan Pelanggan. Metode yang digunakan dalam penelitian ini adalah metode analisis kuantitatif. Teknik pengambilan sampel dilakukan dengan rumus Lemeshow dimana berjumlah 100 responden. Pengumulan data dilakukan melalui penyebaran kuesioner kepada pelanggan, adapun sampel dalam penelitian ini berjumlah 100 pelanggan, dan sakal likert digunakan untuk mengukur variabel dalam penelitian ini. Hypothesis test (partial t-test) digunakan dalam penelitian ini dan dari hasil uji t dapat dijelaskan bahwa t-hitung 13,681 > 1,98447 dengan nilai signifikansi 0.03 < 0.05. Sehingga menentukan H0 ditolak dan Ha diterima. Hasil penelitian ini menunjukkan bahwa kualitas pelayanan memberikan pengaruh pada kepuasan pelanggan pada restoran Ayam Goreng Kalasan Cemara Asri Medan berdasarkan Hypotesis Test yang dilakukan, dan hasil tersebut juga mendukung konsep teoritis pengaruh kualitas pelayanan terhadap kepuasan pelanggan.

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