The influence of employee performance towards customer satisfaction at M&R Restaurant Medan

Yap, Melissa (2021) The influence of employee performance towards customer satisfaction at M&R Restaurant Medan. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

M&R Restaurant is a restaurant engaged in the culinary field with Malacca flavors which is a blend of Malay and Chinese culture. The complaints received by the restaurant show that the services provided have not been maximal in getting customer satisfaction. Less than optimal service management shows that employee performance has not gone as expected. Various problems in service that occur include slow service from consumers, the taste of the menu that is not suitable for consumers, employees who are slow in providing service, inconsistent food portions, and employees who forget to make menus if menu orders are large. If the outcomes obtained fail to satisfy consumer needs, disappointment emerges.The type of research that the author conducts is a quantitative research method with the nature of causal research. The sampling technique used non-probability sampling with incidental sampling with a sample of 96 customers.The data analysis method used in this research is descriptive statistics, validity test, reliability test, normality test, linearity test, heteroscedasticity test, coefficient of determination, simple linear regression equation, and t test. From the results of the t test, employee performance has positive effect on customer satisfaction at M&R Restaurant. The result of hypothesis test by using T-Test, the value of tcount = 10.443. It means that hypothesis alternative is accepted because tcount (10.443) > ttable (1.985). Therefore, employee performance has significant effect on customer satisfaction at M&R Restaurant The conclusion of this research is employee performance has positive influence on towards on customer satisfaction at M&R Restaurant. This research can strengthen the theory about the effect of employee performance towards customer satisfaction. / M&R Restaurant adalah sebuah restoran yang bergerak di bidang kuliner dengan cita rasa Malaka yang merupakan perpaduan budaya Melayu dan Tionghoa. Keluhan yang diterima pihak restoran menunjukkan bahwa pelayanan yang diberikan belum maksimal dalam mendapatkan kepuasan pelanggan. Pengelolaan pelayanan yang kurang optimal menunjukkan bahwa kinerja pegawai belum berjalan sesuai dengan yang diharapkan. Berbagai permasalahan dalam pelayanan yang terjadi antara lain lambatnya pelayanan dari konsumen, rasa menu yang tidak sesuai untuk konsumen, pegawai yang lambat dalam memberikan pelayanan, porsi makanan yang tidak konsisten, dan pegawai yang lupa membuat menu jika pesanan menu banyak. Jenis penelitian yang penulis lakukan adalah metode penelitian kuantitatif dengan sifat 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. Teknik pengambilan sampel menggunakan non probability sampling dengan insidental sampling dengan sampel sebanyak 96 orang pelanggan. Dari hasil uji t kinerja karyawan berpengaruh positif terhadap kepuasan konsumen di M&R Restaurant. Hasil pengujian hipotesis dengan menggunakan Uji-T diperoleh nilai thitung = 10,443. Artinya alternatif hipotesis diterima karena thitung (10,443)> ttabel (1,985). Oleh karena itu, kinerja karyawan berpengaruh signifikan terhadap kepuasan pelanggan di M&R Restaurant Kesimpulan dari penelitian ini adalah kinerja karyawan berpengaruh positif terhadap kepuasan pelanggan di M&R Restaurant. Penelitian ini dapat memperkuat teori tentang pengaruh kinerja karyawan terhadap kepuasan pelanggan.

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