The influence of service performance towards customer satisfaction at Nelayan Restaurant Putri Merak Jingga, Medan

Tania, Lisis (2021) The influence of service performance towards customer satisfaction at Nelayan Restaurant Putri Merak Jingga, Medan. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Problems that occur in service performance will certainly interfere with customer satisfaction who visit Nelayan restaurant and this will certainly make customers feel disappointed. Complaints have been raised regarding employees who are not responsive in providing service, long menus delivered when crowded, unable to explain the menu properly, the taste and portion of food served is inconsistent. This shows that the complaint filed will trigger a decrease in customer satisfaction because the performance of the services provided is still not optimal. Performance is the result of work carried out by employees in fulfilling the work responsibilities they had. In running the hospitality business, the goal of providing good service performance is to achieve customer satisfaction. Customer satisfaction is very is one of the things that is often considered in business in the hospitality sector. The research types by the writer are descriptive research and causal research. Data analysis methods used in this research are descriptive statistic, validity test, reliability test, normality test, linearity test, heteroscedasticity test, coefficient of determination, simple linear regression equation, and t-test. Based on the results of the t test, service performance (X) has positive influence on customer satisfaction. The result of hypothesis test by using T-Test, the value of tcount = 13,552. It means that hypothesis is accepted because tcount (13,552) > ttable (1,993). Service performance has influence on customer satisfaction at Nelayan Restaurant, Putri Merak Jingga, Medan The conclusion of this research is service performance has positive influence on towards on customer satisfaction at Nelayan Restaurant, Putri Merak Jingga, Medan. Customer satisfaction can be improved better if it is able to provide good service performance to consumers. / Permasalahan yang terjadi pada kinerja pelayanan tentunya akan mengganggu kepuasan konsumen yang berkunjung ke restoran Nelayan dan hal ini tentunya akan membuat konsumen merasa kecewa. Keluhan muncul terkait karyawan yang tidak tanggap dalam memberikan pelayanan, menu yang disampaikan lama saat ramai, tidak dapat menjelaskan menu dengan baik, rasa dan porsi makanan yang disajikan tidak sesuai. Hal ini menunjukkan bahwa pengaduan yang diajukan akan memicu penurunan kepuasan konsumen karena kinerja pelayanan yang diberikan masih belum optimal. Kinerja merupakan hasil kerja yang dilakukan oleh karyawan dalam memenuhi tanggung jawab pekerjaan yang dimilikinya. Dalam menjalankan bisnis perhotelan, tujuan memberikan kinerja pelayanan yang baik adalah untuk mencapai kepuasan pelanggan. Kepuasan pelanggan merupakan salah satu hal yang sering diperhatikan dalam berbisnis di bidang perhotelan. Jenis penelitian yang penulis lakukan adalah penelitian deskriptif dan penelitian kausal. Metode analisis data yang digunakan dalam penelitian ini adalah statistik deskriptif, uji validitas, uji reliabilitas, uji normalitas, uji linieritas, uji heteroskedastisitas, koefisien determinasi, persamaan regresi linier sederhana, dan uji t. Berdasarkan hasil uji t kinerja pelayanan (X) berpengaruh positif terhadap kepuasan konsumen. Hasil pengujian hipotesis dengan menggunakan Uji-T diperoleh nilai thitung = 13,552. Artinya hipotesis diterima karena thitung (13,552)> ttabel (1,993). Kinerja pelayanan berpengaruh terhadap kepuasan konsumen pada Restoran Nelayan Putri Merak Jingga Medan Kesimpulan dari penelitian ini adalah kinerja pelayanan berpengaruh positif terhadap kepuasan konsumen pada Restoran Nelayan Putri Merak Jingga Medan. Kepuasan pelanggan dapat ditingkatkan lebih baik lagi jika mampu memberikan kinerja pelayanan yang baik kepada konsumen.

Item Type: Thesis (Bachelor)
Creators:
CreatorsNIMEmail
Tania, LisisNIM00000026485tanialisis@gmail.com
Contributors:
ContributionContributorsNIDN/NIDKEmail
Thesis advisorKhong, RifinNIDN0103037603rifin.khong@lecturer.uph.edu
Uncontrolled Keywords: service performance ; 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: Users 18920 not found.
Date Deposited: 20 Aug 2021 09:15
Last Modified: 18 Jan 2022 06:27
URI: http://repository.uph.edu/id/eprint/41920

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