The influence of service quality on customer satisfaction in Ben's Cafe

Andrella, Sisca (2021) The influence of service quality on customer satisfaction in Ben's Cafe. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

The goal of this study is to determine whether there is a relationship between service quality and customer satisfaction in Ben's Café. In addition, this research will also help other companies and other researchers to gain more insight into these variables in the same field. Service quality determines customer satisfaction based on how the provider delivers the service to the customer, and it can also improve business performance and customer loyalty. Customer satisfaction is the most important factor in running a successful business for a long time. This research uses a quantitative research design and the IBM SPSS Statistics 25 application. This study makes use of both primary and secondary data. Descriptive statistics, validity tests, reliability tests, normality tests, coefficients of determination, linear regression analysis, and the Z test were all used in this study. According to the Z test research findings, Z Count (4.42) > Z Table (1.96). So, the study's conclusion is that Service Quality does have an impact on Customer Satisfaction in Ben's Café. According to the findings of the research based on the coefficient of determination test, Service Quality has a 30.1% impact on Customer Satisfaction in Ben's Café. Ben’s Café needs to increase the quality from the service towards customer in order to reach customer satisfaction and giving training will help the employees to perform a good quality service and to understand more about customers’ feeling to keep customers satisfied with the service. In conclusion, it has been shown that service quality affects the satisfaction of the customer in Ben's Café after analysis and research./ Tujuan dari penelitian ini adalah untuk mengetahui apakah terdapat hubungan antara kualitas pelayanan dengan kepuasan konsumen pada Ben's Café. Selain itu, penelitian ini juga akan membantu perusahaan lain dan peneliti lain untuk lebih memahami variabel-variabel tersebut di bidang yang sama. Kualitas layanan menentukan kepuasan pelanggan berdasarkan bagaimana penyedia memberikan layanan kepada pelanggan, dan juga dapat meningkatkan kinerja bisnis dan loyalitas pelanggan. Kepuasan pelanggan adalah faktor terpenting dalam menjalankan bisnis yang sukses untuk waktu yang lama. Penelitian ini menggunakan desain penelitian kuantitatif dan aplikasi IBM SPSS Statistics 25. Studi ini memanfaatkan data primer dan sekunder. Statistik deskriptif, uji validitas, uji reliabilitas, uji normalitas, koefisien determinasi, analisis regresi linier, dan uji Z digunakan dalam penelitian ini. Menurut temuan penelitian uji Z, Z Hitung (4,42)> Z Tabel (1,96). Jadi kesimpulan dari penelitian ini adalah bahwa Kualitas Pelayanan memang berpengaruh terhadap Kepuasan Pelanggan di Kafe Ben. Berdasarkan temuan penelitian berdasarkan uji koefisien determinasi, Kualitas Pelayanan berpengaruh 30,1% terhadap Kepuasan Pelanggan di Kafe Ben. Ben's Café perlu meningkatkan kualitas dari pelayanan kepada pelanggan untuk mencapai kepuasan pelanggan dan pemberian pelatihan akan membantu karyawan untuk melakukan layanan yang berkualitas dan lebih memahami tentang perasaan pelanggan agar pelanggan tetap puas dengan layanan tersebut. Kesimpulannya, kualitas pelayanan berpengaruh terhadap kepuasan konsumen di Ben's Café setelah dilakukan analisis dan penelitian.

Item Type: Thesis (Bachelor)
Creators:
CreatorsNIMEmail
Andrella, SiscaNIM03013170022siscadrella@gmail.com
Contributors:
ContributionContributorsNIDN/NIDKEmail
Thesis advisorKhong, RifinNIDN0103037603rifin.khong@lecturer.uph.edu
Uncontrolled Keywords: hospitality; service quality; food and beverage service; customer satisfaction
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: University Subject > Current > Faculty/School - UPH Medan > Business School > Management
Current > Faculty/School - UPH Medan > Business School > Management
Depositing User: Sisca Andrella
Date Deposited: 17 Aug 2021 07:28
Last Modified: 18 Jan 2022 02:38
URI: http://repository.uph.edu/id/eprint/41758

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