The effect of service quality towards guest satisfaction at Ria Restaurant Medan

Leonard, Grace (2021) The effect of service quality towards guest satisfaction at Ria Restaurant Medan. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

This research was conducted at Ria Restaurant Medan. In this study, testing and Influence of Service Quality towards Customer Satisfaction at Ria Restaurant Medan. Quality of service that has not been maximized causes a decrease in Customer Satisfaction at Ria Restaurant Medan Quality and Customer Satisfaction. In this study, the method used by the author is a quantitative analysis method. The population is 141 consumers Ria Restaurant Medan while the sample is 104 consumers Ria Restaurant Medan. The types of data used in this study are primary data and secondary data. The results of the partial test can be explained that tcount (9.348) > ttable (1.979) and a significant value of 0.000 <0.05, then Ha is accepted and Ho is rejected, namely: Service quality influence towards customer satisfaction at Ria Restaurant Medan. R Square value is 0.408 which means that 40.8% Customer Satisfaction is impacted by Service Quality and the remaining 59.2% is impacted by other variables outside this research such as price, promotion and facilities. The conclusion of this study is that service quality has effect towards customer satisfaction at Ria Restaurant Medan./ Penelitian ini dilakukan di Ria Restaurant Medan. Dalam penelitian ini, pengujian dan Pengaruh Kualitas Layanan terhadap Kepuasan Pelanggan di Ria Restaurant Medan. Kualitas layanan yang belum maksimal menyebabkan penurunan Kepuasan Pelanggan di Ria Restaurant Medan. Teori yang digunakan dalam penelitian ini berkaitan dengan teori Kualitas Layanan dan Kepuasan Pelanggan. Dalam penelitian ini, metode yang digunakan oleh penulis adalah metode analisis kuantitatif. Populasi adalah 190 konsumen Ria Restaurant Medan sedangkan sampelnya adalah 129 konsumen Ria Restaurant Medan. Jenis data yang digunakan dalam penelitian ini adalah data primer dan data sekunder. Hasil uji parsial dapat dijelaskan bahwa t hitung (9,348)> t tabel (1,979) dan nilai signifikan 0,000 <0,05, maka Ha diterima dan Ho ditolak, yaitu kualitas layanan berpengaruh terhadap kepuasan pelanggan di Ria Restaurant Medan. Hal ini menunjukkan bahwa besarnya pengaruh Kualitas Layanan terhadap Kepuasan konsumen adalah 40,8% dan sisanya 59,2% dipengaruhi oleh variabel lain di luar penelitian ini dalam bentuk harga, inovasi makanan, kualitas makanan. Kesimpulan dari penelitian ini adalah bahwa kualitas layanan memiliki pengaruh terhadap kepuasan pelanggan di Ria Restaurant Medan.

Item Type: Thesis (Bachelor)
Creators:
CreatorsNIMEmail
Leonard, GraceNIM00000025102graceleonard98@gmail.com
Contributors:
ContributionContributorsNIDN/NIDKEmail
Thesis advisorAlfonsius, AlfonsiusNIDN0113108301alfonsmile1@gmail.com
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 18905 not found.
Date Deposited: 20 Aug 2021 12:30
Last Modified: 14 Mar 2022 01:58
URI: http://repository.uph.edu/id/eprint/41923

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