The influence of service quality and food quality towards customers satisfaction at RM. Koto Gadang Krakatau, Medan

Fernando, Andrea (2021) The influence of service quality and food quality towards customers satisfaction at RM. Koto Gadang Krakatau, Medan. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Nowadays, the food and beverage sectors are prospering, with the main goal of providing their customers with the finest possible service. Faced with an increasing number of competitors, this industry must continually improve and maintain the quality of its products and services in order to preserve client satisfaction. Based on the restaurant review system, it’s explained by the owner that customers often complain about the restaurant employee who looks unhappy when serving customers. Some customers also complained that employees at the restaurant are too arrogant when serving customers. Employees also look unhappy when customers ask for extra dishes or sauce. On the other hand, it is also explained by the owner that the reason customers complain about the food is that it is often served at a hot temperature, which makes customers unable to consume it directly. Some customers also tend to complain that their dishes are not suitable. According to restaurant reviews, customers who order food from apps like Grab or GoFood typically receive a small food portion and fewer dishes. In that case, the writer is willing to conduct research about how service quality and food quality are able to influence customer satisfaction at the restaurant. It demonstrates that service quality has an influence on customer satisfaction, and partially that food quality also has an influence on customer satisfaction, as shown by the computation of tcount being greater than ttable. Simultaneously, it demonstrates that both service and food quality have a significant impact on customer satisfaction, as demonstrated by the fact that fcount exceeds ftable calculation. The writer used a quantitative research approach in this study. The data was gathered via interviews and questionnaires delivered to 120 respondents who are RM Koto Gadang Krakatau, Medan customers. The variables in this study are quantified using the Likert Scale, and the sampling approach is nonprobability sampling, which is a convenient and purposive method. According to the test findings obtained using the SPSS software, both service quality and food quality have an effect on customer satisfaction, with a regression coefficient value of 0.346 for service quality and 0.275 for food quality. The determination coefficient is 0.855, which indicates that independent factors can explain 85.5 percent of the dependent variable, while the remaining 14.5 percent is explained by other variables./ aat ini, sektor makanan dan minuman berkembang pesat, dengan tujuan utama menyediakan layanan terbaik bagi pelanggan mereka. Dihadapkan dengan semakin banyaknya pesaing, industri ini harus terus meningkatkan dan menjaga kualitas produk dan layanannya untuk menjaga kepuasan klien. Berdasarkan sistem ulasan restoran, dijelaskan oleh pemilik bahwa pelanggan sering mengeluh tentang karyawan restoran yang terlihat tidak senang saat melayani pelanggan. Beberapa pelanggan juga mengeluhkan pegawai restoran yang terlalu arogan saat melayani pelanggan. Di sisi lain, dijelaskan pula oleh pemilik bahwa alasan pelanggan mengeluhkan makanannya adalah karena sering disajikan dalam suhu panas, yang membuat pelanggan tidak bisa memakannya secara langsung. Menurut ulasan restoran, pelanggan yang memesan makanan dari aplikasi seperti Grab atau GoFood biasanya menerima porsi makanan yang sedikit dan hidangan yang lebih sedikit. Dalam hal ini, penulis berkeinginan untuk melakukan penelitian tentang bagaimana kualitas pelayanan dan kualitas makanan dapat mempengaruhi kepuasan pelanggan di restoran tersebut. Hal ini menunjukkan bahwa kualitas pelayanan berpengaruh terhadap kepuasan pelanggan, dan secara parsial kualitas makanan juga berpengaruh terhadap kepuasan pelanggan, yang ditunjukkan dengan perhitungan thitung lebih besar dari ttabel. Secara bersamaan, ini menunjukkan bahwa layanan dan kualitas makanan memiliki dampak yang signifikan terhadap kepuasan pelanggan, seperti yang ditunjukkan oleh fakta bahwa fcount melebihi ftabel kalkulasi. Penulis menggunakan pendekatan penelitian kuantitatif dalam penelitian ini. Pengumpulan data dilakukan melalui wawancara dan kuesioner yang disampaikan kepada 120 responden yaitu RM Pelanggan Koto Gadang Krakatau, Medan. Variabel-variabel dalam penelitian ini dikuantifikasi menggunakan Skala Likert, dan pendekatan pengambilan sampelnya adalah nonprobability sampling, yang merupakan metode yang nyaman dan bertujuan. Berdasarkan hasil pengujian yang diperoleh dengan menggunakan software SPSS, kualitas layanan dan kualitas makanan berpengaruh terhadap kepuasan pelanggan, dengan nilai koefisien regresi 0,346 untuk kualitas layanan dan 0,275 untuk kualitas makanan. Koefisien determinasi sebesar 0,855 yang menunjukkan bahwa faktor independen dapat menjelaskan 85,5 persen variabel dependen, sedangkan sisanya 14,5 persen dijelaskan oleh variabel lain.

Item Type: Thesis (Bachelor)
Creators:
CreatorsNIMEmail
Fernando, AndreaNIM03011180035andreafernando94@gmail.com
Contributors:
ContributionContributorsNIDN/NIDKEmail
Thesis advisorAlimin, ErinaNIDN0103097202erinaalimin@gmail.com
Uncontrolled Keywords: service quality; food quality; customers satisfaction; RM. Koto Gadang Krakatau, Medan
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: University Subject > Current > Faculty/School - UPH Medan > Business School > Management
Current > Faculty/School - UPH Medan > Business School > Management
Depositing User: Users 21713 not found.
Date Deposited: 04 Mar 2022 02:58
Last Modified: 28 Mar 2022 12:18
URI: http://repository.uph.edu/id/eprint/46499

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