The influence of service quality and food quality towards customer satisfaction in Kyiv Coffee Binjai

Catherine, Catherine (2021) The influence of service quality and food quality towards customer satisfaction in Kyiv Coffee Binjai. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

In this globalized and modernized era, people are provided with many substitutes when choosing a product. Choosing the right competitive advantage is one of the important things that is needed to be concerned to compete in a market with a low barrier to entry such as restaurants. focusing on service quality and product quality will give a long-term competitive advantage in service businesses. Therefore, competitive advantages in service quality and food quality are crucial to differentiating one business from another restaurant business. Kyiv Coffee Binjai with the rating of 4.5 is a café that is located in Jl. Jendral Sudirman No.63 Binjai as the object of this research. Primary and secondary data is used in this research by distributing the questionnaires to 96 customers that have been to Kyiv coffee Binjai at least once and data is tested using validity and reliability test after being distributed to 30 respondents. Non-probability sampling is used to gather the sample by using the convenience sampling method. The research result is obtained by using SPSS 25.0 by conducting normality, heteroscedasticity, multicollinearity, multiple linear regression test, coefficient of determination test, and the hypothesis test of T-Test and F-Test. The objectives of this study are to determine which aspects of Service Quality and Food Quality have the greatest impact on Customer Satisfaction, as well as whether Service Quality and Food Quality have a significant influence on Customer Satisfaction in Kyiv Coffee Binjai. The research shows that Service Quality and Food Quality have a significant influence partially and simultaneously towards customer satisfaction in Kyiv Coffee Binjai/Di era globalisasi dan modernisasi ini, masyarakat diberikan banyak pengganti dalam memilih produk. Memilih keunggulan bersaing yang tepat merupakan salah satu hal penting yang perlu diperhatikan untuk bersaing di pasar dengan hambatan masuk yang rendah seperti restoran. Fokus dalam kualitas layanan dan kualitas produk akan memberikan keunggulan kompetitif jangka panjang dalam bisnis jasa. Oleh karena itu, keunggulan kompetitif dalam kualitas layanan dan kualitas makanan sangat penting untuk membedakan satu bisnis dari bisnis restoran lainnya. Kyiv Coffee Binjai dengan rating 4,5 adalah sebuah kafe yang terletak di Jl. Jendral Sudirman No.63 Binjai yang digunakan sebagai objek penelitian. Data primer dan data sekunder digunakan dalam penelitian ini dengan menyebarkan kuesioner kepada 96 pelanggan yang pernah ke Kyiv coffee Binjai minimal satu kali dan data diuji menggunakan uji validitas dan reliabilitas setelah dibagikan kepada 30 responden. Non-probability sampling digunakan untuk mengumpulkan sampel dengan menggunakan teknik convenience sampling. Hasil penelitian diperoleh dengan menggunakan SPSS 25.0 dengan melakukan uji normalitas, heteroskedastisitas, multikolinearitas, uji regresi linier berganda, uji koefisien determinasi, dan uji hipotesis menggunakan uji T dan uji F. Tujuan dari penelitian ini adalah untuk mengetahui aspek kualitas pelayanan dan kualitas makanan yang memiliki pengaruh paling besar terhadap kepuasan pelanggan, dan apakah kualitas pelayanan dan kualitas makanan berpengaruh signifikan terhadap Kepuasan Pelanggan di Kyiv Coffee Binjai. Hasil penelitian menunjukkan bahwa kualitas pelayanan dan kualitas makanan berpengaruh signifikan secara parsial dan simultan terhadap kepuasan pelanggan di Kyiv Coffee Binjai.

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