The influence of food quality and service quality on customer satisfaction at KFC Restaurant - Simpang Mataram Branch, Medan

Erica, Erica (2021) The influence of food quality and service quality on customer satisfaction at KFC Restaurant - Simpang Mataram Branch, Medan. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Food quality, service quality, and customer satisfaction are played roles in restaurants. The writer has found the problem at KFC restaurant - Simpang Mataram branch, Medan such are there are several bad reviews in Google review. This research is aimed to find out whether there is an influence of food quality and service quality on customer satisfaction at KFC restaurant - Simpang Mataram branch, Medan. There are several combinations of factors that are important in influencing quality perception and customer satisfaction such as atmosphere, service quality, and food quality. This research is a quantitative research method and used descriptive and causal research. This research also used IBM SPSS Statistics application V.26. The sampling technique used is snowball sampling and convenience sampling method. The writer has distributed questionnaires with 80 respondents as a sample size. Based on the hypothesis test result, Food quality does partially influences Customer Satisfaction, while Service Quality does not partially influence Customer Satisfaction. Then, Food quality and Service Quality have simultaneously influenced Customer Satisfaction. This research resulted in valid, reliable, normal, no multicollinearity occurred, no heteroscedasticity occurred, with the equation of this research is Y = 4.178 + 0.337X1 + 0.075X2. The writer would recommend KFC restaurant - Simpang Mataram branch, Medan to propose to the headquarter to sell healthy menu, implement training, short briefing, provide the application for customers and implement health protocol according to government regulations./ Kualitas makanan, kualitas layanan dan kepuasan pelanggan memainkan peran di restoran. Penulis menemukan masalah pada restoran KFC cabang Simpang Mataram Medan seperti terdapat beberapa tinjauan buruk di ulasan Google. Penelitian ini bertujuan untuk mengetahui apakah ada pengaruh kualitas makanan dan kualitas pelayanan terhadap kepuasan pelanggan pada restoran KFC cabang Simpang Mataram Medan. Ada beberapa kombinasi faktor yang penting dalam mempengaruhi persepsi kualitas dan kepuasan pelanggan seperti suasana, kualitas layanan dan kualitas makanan. Penelitian ini merupakan penelitian kuantitatif dengan metode penelitian deskriptif dan kausal. Penelitian ini juga menggunakan aplikasi IBM SPSS Statistics V.26. Teknik pengambilan sampel yang digunakan adalah metode snowball sampling dan convenience sampling. Penulis telah menyebarkan kuesioner dengan 80 responden sebagai ukuran sampel. Berdasarkan hasil uji hipotesis, Kualitas Makanan berpengaruh secara parsial terhadap Kepuasan Pelanggan, sedangkan Kualitas Layanan tidak berpengaruh secara parsial terhadap Kepuasan Pelanggan. Kemudian Kualitas Makanan dan Kualitas Layanan berpengaruh secara simultan terhadap Kepuasan Pelanggan. Hasil penelitian ini valid, reliabel, normal, tidak terjadi multikolinearitas, tidak terjadi heteroskedastisitas, dengan persamaan penelitian ini adalah Y = 4,178 + 0,337X1 + 0,075X2. Penulis akan merekomendasikan restoran KFC Cabang Simpang Mataram Medan untuk mengusulkan kepada kantor pusat untuk menjual menu sehat, melaksanakan pelatihan, briefing singkat, menyediakan aplikasi untuk pelanggan dan menerapkan protokol kesehatan sesuai dengan aturan pemerintah.

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