The effect of service quality and food quality on customer satisfaction at Ating Chinese Food, Medan

Mayca, Mayca (2021) The effect of service quality and food quality on customer satisfaction at Ating Chinese Food, Medan. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Ating Chinese Food established on 2005 that specialist at Chinese Food and located at Jalan Bambu I no. 70, as there are problem in Service and Food Quality. The objective of this research is to find out whether Service Quality and Food Quality have influence on Ating Chinese Food Customer Satisfaction. Technique used by employees to deliver service is a crucial moment as customers’ joy comes depending on the service to excess expectation. Product that produced by employees at least equal to the customer expectation for customer to enjoy the product. In this research, the writer used quantitative research design and IBM SPSS Statistics V.25 application. The writer used descriptive and causal research. The sampling techniques used are convenience and snowball sampling. The population are customers that directly come to restaurant and people that ever gone to the restaurant before, which are 32 customers. The hypothesis test of Service Quality and Food Quality with t count value (2.107 and 9.842) higher than t table (2.045) shows that Service Quality and Food Quality have effect on Customer Satisfaction. F-test show of value (86.997) higher than 3.32, both Service and Food Quality have simultaneous effect on Customer Satisfaction at Ating Chinese Food, Medan. This research already passed the validity test, reliability test, normality test, multicollinearity test, heterocedascity test, and multi linear regression analysis. The recommendation for the company owner are tracking customer orders, less oil and asking for customer feedbacks. So, Customer may enjoy the food better./ Ating Chinese Food berdiri pada tahun 2005 yang berunggulan dalam makanan Chinese dan berlokasi di Jalam Bambu I no. 70, karena memiliki masalah dalam Kualitas Pelayanan dan Makanan. Objektif dari penelitian ini adalah untuk mengetahui ada tidaknya Kualitas Pelayanan dan Kualitas Makanan mempengaruhi Kepuasan Pelanggan. Teknik yang digunakan pelayan untuk memberikan layanan adalah momen yang penting karena kegembiraan pelanggan tergantung pada layanan yang melebihi ekspektasi mereka. Produk yang dihasilkan oleh karyawan juga minimal mencapai harapan pelanggan agar pelanggan menikmati produk tersebut. Dalam penelitian ini, penulis menggunakan penelitian kuantitatif dan aplikasi IBM SPSS Statistic V.25. Penulis menggunakan penelitian deskriptif dan kausal. Teknik pengambilan sample yang digunakan adalah convenience and snowball sample. Sample yang digunakan adalah pelanggan yang datang ketempat makan dan pelanggan yang sudah pernah datang ketempat tersebut, hasil sample yang didapatkan adalah 32 pelanggan. Uji hipotesis Kualitas Pelayanan dan Kualitas Makanan dengan nilai t hitung (2,107 dan 9,842) lebih tinggi dari t tabel (2,045) menunjukkan bahwa Kualitas Pelayanan dan Kualitas Makanan berpengaruh terhadap Kepuasan Pelanggan. Uji F menunjukkan nilai (86,997) lebih tinggi dari 3,32, Kualitas Pelayanan dan Makanan berpengaruh secara simultan terhadap Kepuasan Pelanggan pada Ating Chinese Food Medan. Penelitian ini telah lolos uji validitas, uji reliabilitas, uji normalitas, uji multikolinearitas, uji heterokedastisitas, dan analisis regresi linier berganda. Rekomendasi untuk pemilik perusahaan adalah melacak pesanan pelanggan, lebih sedikit minyak dan meminta usulan pelanggan. Jadi, pelanggan bisa menikmati makanan mereka lebih baik lagi

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