The influence of food quality and physical environment towards customer satisfaction at Nelayan Restaurant Thamrin Plaza, Medan

Ervina, Selly (2021) The influence of food quality and physical environment towards customer satisfaction at Nelayan Restaurant Thamrin Plaza, Medan. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Nowadays, the growth of food and beverage industry has growth significantly and caused highly competitive market. Obtaining customer satisfaction is very crucial to help the business success. Food quality and physical environment is categorized as a factor that will help restaurant to obtain customers satisfaction. This research is designed to analyze the influence of food quality and physical environment towards customer satisfaction in one of restaurant in Medan which is Nelayan Restaurant Thamrin Plaza. The type of research design in this study is categorized as descriptive and causal research with quantitative approach. The sampling method in this research is convenience sampling and the data in this research were collected by giving questionnaire to 97 customers of Nelayan Restaurant Thamrin Plaza, Medan. The collected data will be analyzed by using SPSS 25 software. Based on the result of multiple regression analysis, it shows that physical environment has the biggest influence with the unstandardized coefficient beta of 0.417 and food quality 0.262. The result of the hypothesis test in this study indicates that food quality and physical environment has positive and significant influence towards customer satisfaction at Nelayan Restaurant Thamrin Plaza, Medan. These research suggests that in order to succeed in a competitive market environment, it is important to satisfy customers through providing high quality of food and nice physical environment./Saat ini, pertumbuhan industri makanan dan minuman telah tumbuh secara signifikan dan menyebabkan pasar yang sangat kompetitif. Mendapatkan kepuasan pelanggan sangat penting untuk membantu kesuksesan bisnis. Kualitas makanan dan lingkungan fisik dikategorikan sebagai faktor yang akan membantu restoran untuk mendapatkan kepuasan pelanggan. Penelitian ini dirancang untuk menganalisis pengaruh kualitas pangan dan lingkungan fisik terhadap kepuasan pelanggan di salah satu restoran di Medan yaitu Nelayan Restaurant Thamrin Plaza. Jenis desain penelitian dalam penelitian ini dikategorikan sebagai penelitian deskriptif dan kausal dengan pendekatan kuantitatif. Metode pengambilan sampel dalam penelitian ini adalah convenience sampling dan data dalam penelitian ini dikumpulkan dengan memberikan kuesioner kepada 97 pelanggan Nelayan Restaurant Thamrin Plaza, Medan. Data yang dikumpulkan akan dianalisis dengan menggunakan perangkat lunak SPSS 25. Berdasarkan hasil analisis regresi ganda, menunjukkan bahwa lingkungan fisik memiliki pengaruh terbesar dengan beta koefisien yang tidak distandarkan sebesar 0,417 dan kualitas makanan 0,262. Hasil uji hipotesis dalam penelitian ini menunjukkan bahwa kualitas pangan dan lingkungan fisik memiliki pengaruh positif dan signifikan terhadap kepuasan pelanggan di Nelayan Restaurant Thamrin Plaza, Medan. Penelitian ini menunjukkan bahwa untuk berhasil dalam lingkungan pasar yang kompetitif, penting untuk memuaskan pelanggan melalui penyediaan makanan berkualitas tinggi dan lingkungan fisik yang baik.

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