The influence of food quality towards customer satisfaction at Sosmed Cafe Medan

Tania, Phoebe (2021) The influence of food quality towards customer satisfaction at Sosmed Cafe Medan. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

The aim of this study was to examine the influence of food quality towards customer satisfaction at Sosmed Cafe Medan as the research object because there are some visitors expressing their dissatisfaction on the food quality which taste not good enough. The need for food quality in Sosmed Cafe will determine the visit of consumers because they not only want a comfortable and pleasant place to relax, but also a good taste of food that satisfy them. Decriptive and causal study are used to analyze the sample of 99 customers. The respondent are customers of Sosmed Cafe that are taken using non probability sampling criteria using accidental sampling. Distribution of the questionnaires conducted has passed the validity and reliability test. The data tested also passed the normality test. The value on the coefficient of determination shows 69.6% that food quality affects customer satisfaction. It can be suggested to improve the quality of the food it serves because the better the quality of the food served, the higher the consumer's satisfaction. Based on the research of Sosmed Cafe, it can be seen that food quality variable has a value of tcount (14.920) which is greater than ttable (1.984) with a significance value of 0.000 which is less than 0.05, so it can be concluded that food quality has a significant influence on customer satisfaction at Sosmed Cafe./ Tujuan dari penelitian ini adalah untuk menguji pengaruh kualitas makanan terhadap kepuasan pelanggan pada Sosmed Cafe Medan sebagai objek penelitian karena terdapat beberapa pengunjung yang menyatakan ketidakpuasannya terhadap kualitas makanan yang rasanya kurang enak. Kebutuhan akan kualitas makanan di Sosmed Cafe sangat menentukan kunjungan konsumen, karena selain menginginkan tempat bersantai yang nyaman dan menyenangkan, konsumen juga tentunya menginginkan makanan yang enak untuk memuaskan mereka. Studi deskriptif dan kausal digunakan untuk menganalisis sampel dari 99 pelanggan. Respondennya adalah pelanggan Sosmed Cafe yang diambil dengan kriteria non probability sampling menggunakan accidental sampling. Penyebaran kuesioner yang dilakukan telah lolos uji validitas dan reliabilitas. Data yang diuji juga lolos uji normalitas. Nilai koefisien determinasi menunjukkan 69.6% bahwa kualitas makanan mempengaruhi kepuasan konsumen. Dapat disarankan sebaiknya peningkatan kualitas makanan yang disajikan karena semakin baik kualitas makanan yang disajikan maka semakin tinggi pula kepuasan konsumen. Berdasarkan penelitian yang dilakukan di Sosmed Cafe, dapat dilihat bahwa kualitas makanan memiliki nilai variable tcount (14.920) lebih besar dari ttable (1.984) dengan nilai signifikan 0.000 lebih kecil dari 0.05, jadi bisa disimpulkan bahwa kualitas makanan memiliki pengaruh terhadap kepuasan konsumen di Sosmed Cafe.

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