The influence of service quality towards customer satisfaction at Shao Kao Medan

Jacinda, Jacinda (2021) The influence of service quality towards customer satisfaction at Shao Kao Medan. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Service providers are required to be able to provide services, customer satisfaction, and best facilities for consumers in all respects. Providing superior customer satisfaction is very important because it can attract more new customers. Customer satisfaction is a fundamental value component that drives every company to succeed. Companies that want to grow and gain competitive advantage must be able to provide a good quality services, good customer satisfaction to customers, and adequate facilities. To meet customer satisfaction in the service industry, service quality, customer satisfaction quality, and important facilities are well managed by the company. Customer satisfaction is the attitude where the final process is received after getting something in line with expectations The method used by the writer in this research is descriptive method and correlational method. The type of research used is quantitative research. Data analysis method used in the research are descriptive statistic, coefficient of correlation, coefficient of determination, linear regression analysis and hypothesis testing using t test. The result of coefficient of determination (R2) is 0.687. It means that the 68.7% of Customer satisfaction is influenced by employee service quality and the remaining 31.3% is influenced by other variables outside this research. The result of hypothesis t-test indicate that the significance level of employee service quality is 0.000, the level is < 0.05, then it is concluded that Ha is accepted, and Ho is rejected. It means There is positive and significant influence between employee service quality and customer satisfaction. Shao Kao Medan should pay attention towards the impact of service quality such as employees have the ability to process food and beverage menus that are served, always maintains cleanliness and freshness of food and drinks, complementary facilities clean and in good condition etc. This extra service quality can have a significant influence towards customer satisfaction at Shao Kao Medan./ Penyedia layanan dituntut untuk dapat memberikan layanan, kepuasan pelanggan, dan fasilitas terbaik bagi konsumen dalam segala hal. Memberikan kepuasan pelanggan yang unggul adalah strategi yang sangat penting karena dapat menghasilkan lebih banyak pelanggan baru. Kepuasan pelanggan adalah komponen nilai fundamental yang mendorong setiap perusahaan untuk berhasil. Perusahaan yang ingin tumbuh dan mendapatkan keunggulan kompetitif harus mampu memberikan layanan yang berkualitas dan fasilitas yang memadai. Untuk memenuhi kepuasan pelanggan di industri jasa, kualitas layanan, kualitas kepuasan pelanggan dan fasilitas penting dikelola dengan baik oleh perusahaan. Kepuasan pelanggan adalah sikap di mana proses akhir diterima setelah mendapatkan sesuatu yang sesuai dengan harapan Metode yang digunakan oleh penulis dalam penelitian ini adalah metode deskriptif dan metode korelasional. Jenis penelitian yang digunakan adalah penelitian kuantitatif. Metode analisis data yang digunakan dalam penelitian ini adalah statistik deskriptif, koefisien korelasi, koefisien determinasi, analisis regresi linier dan pengujian hipotesis menggunakan uji t. Hasil koefisien determinasi (R2) adalah 0,687. Ini berarti bahwa 68,7% kepuasan pelanggan dipengaruhi oleh kualitas layanan karyawan dan sisanya 31,3% dipengaruhi oleh variabel lain di luar penelitian. Hasil uji-t hipotesis menunjukkan tingkat signifikansi kualitas layanan karyawan adalah 0,000, tingkat <0,05, maka disimpulkan Ha diterima dan Ho ditolak. Artinya ada pengaruh positif dan signifikan antara kualitas layanan karyawan dan kepuasan pelanggan. Shao Kao Medan harus memperhatikan dampak kualitas layanan seperti karyawan memiliki kemampuan untuk mengolah menu makanan dan minuman yang disajikan, selalu menjaga kebersihan dan kesegaran makanan dan minuman, fasilitas pelengkap bersih dan dalam kondisi baik dll. Kualitas layanan ekstra ini memiliki pengaruh signifikan terhadap kepuasan pelanggan di Shao Kao Medan.

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