The effect of service quality and food quality on customer satisfaction at Restaurant Kalasan Cemara Asri Medan

Chandra, Fanny (2021) The effect of service quality and food quality on customer satisfaction at Restaurant Kalasan Cemara Asri Medan. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

The food industry in Indonesia is increasing. Restaurant Kalasan is engaged in managing food by serving traditional Indonesian flavors with specific characteristics, namely Java. Changes in people's lifestyles with their daily busy work outside the house that takes up loads of your time, makes folks consume outside the house with quality food, cheap places and low costs. Today, Indonesians tend to prefer the way to meet their food needs by consuming food purchased from restaurants. This research was carried out to determine how the quality of service and food quality in Kalasan Restaurant influence consumer satisfaction. The data is gathered by distributing questionnaires to restaurant consumers; the sample size for this study was 50 people. The research method used is quantitative, with multiple regression analysis techniques. According to the result of this research, there is a significant positive effect of service quality and food quality on consumer satisfaction at Kalasan Medan Restaurant. This method includes the Validity Test, Reliability Test, Multiple Regression Analysis, Hypothesis Testing via the t Test and F Test, and Coefficient Determination Analysis (R2). Hypothesis testing with t has shown that the independent variables researched have a positive and significant effect on the dependent customer satisfaction variable, which is service quality and food quality. The results of the F test can then be seen that the quality of service and food together have a significant effect on the satisfaction of the consumers. The determination coefficient (R2) shows that service quality and food quality contributions have a 76.1% effect on the satisfaction of consumers. Although 23.9% of the remaining variables are affected by other variables not included./ Industri makanan di Indonesia semakin meningkat. Restoran Kalasan bergerak di bidang manajemen makanan dengan menyajikan cita rasa tradisional Indonesia dengan ciri khas Jawa. Perubahan gaya hidup masyarakat dengan aktivitas sehari-hari di luar rumah yang menyita banyak waktu, membuat masyarakat melakukan konsumsi di luar rumah dengan makanan yang berkualitas, tempat yang murah dan biaya yang murah. Saat ini masyarakat Indonesia cenderung lebih memilih cara untuk memenuhi kebutuhan pangannya dengan mengkonsumsi makanan yang dibeli dari restoran. Penelitian ini dilakukan untuk mengetahui bagaimana kualitas pelayanan dan kualitas makanan di Restoran Kalasan mempengaruhi kepuasan konsumen. Pengumpulan data dilakukan dengan menyebarkan kuesioner kepada konsumen restoran; Besar sampel untuk penelitian ini adalah 50 orang. Metode penelitian yang digunakan adalah kuantitatif, dengan teknik analisis regresi berganda. Berdasarkan hasil penelitian, terdapat pengaruh positif yang signifikan antara kualitas pelayanan dan kualitas makanan terhadap kepuasan konsumen di Rumah Makan Kalasan Medan. Metode ini meliputi Uji Validitas, Uji Reliabilitas, Analisis Regresi Berganda, Pengujian Hipotesis melalui Uji t dan Uji F, serta Analisis Koefisien Determinasi (R2). Pengujian hipotesis dengan t menunjukkan bahwa variabel bebas yang diteliti berpengaruh positif dan signifikan terhadap variabel terikat kepuasan pelanggan yaitu kualitas pelayanan dan kualitas makanan. Hasil uji F selanjutnya dapat diketahui bahwa kualitas pelayanan dan makanan secara bersama-sama berpengaruh signifikan terhadap kepuasan pelanggan. Koefisien determinasi (R2) menunjukkan bahwa kontribusi kualitas pelayanan dan kualitas makanan berpengaruh sebesar 76,1% terhadap kepuasan konsumen. Meskipun 23,9% dari variabel sisanya dipengaruhi oleh variabel lain yang tidak dimasukkan dalam model regresi ini.

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