The influence of food quality and price towards customer satisfaction at Zisel Gelateria

Luis, Gracelyn (2022) The influence of food quality and price towards customer satisfaction at Zisel Gelateria. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Customer satisfaction has always been a must to be considered by every company or businesses owners, especially in the food and beverages field in carrying out its business activities. Because from the quality of the products they produce and the right price for their products, customer satisfaction and positive image will be formed towards the company. With what is served by a restaurant or cafe to customers, it can be judged by customers if the food is worthy of such a price or not. Other than food quality businesses have to offer great value of price and match with what they provide for customers. This study aims to analyze the effect of service quality and price on customer satisfaction. The research method used is a quantitative method. The data collection instrument used a questionnaire. Convenience Sampling Method is used to collect data and will be valid if respondents have already made a purchase at least once. The valid sample used in this research are 49 samples. All statements in the questionnaire are valid, reliable and normal. The Influence of Food Quality and Price on Consumer Satisfaction, based on all the tests carried out, the results of this study indicate with a t-count value of 6.115 for food quality variable (X1) and 4.565 for price variable (X2). The f-count value of customer satisfaction variable (Y) is 79.814. The conclusion of this research is that both Food Quality and Price simultaneously have a significant influence towards Customer Satisfaction./Kepuasan pelanggan selalu menjadi hal yang harus diperhatikan oleh setiap perusahaan atau pemilik usaha khususnya di bidang makanan dan minuman dalam menjalankan kegiatan usahanya. Karena dari kualitas produk yang mereka hasilkan dan harga yang tepat untuk produk mereka, kepuasan pelanggan dan citra positif akan terbentuk terhadap perusahaan. Dengan apa yang disajikan oleh sebuah restoran atau kafe kepada pelanggan, dapat dinilai oleh pelanggan apakah makanan tersebut layak untuk harga tersebut atau tidak. Selain kualitas makanan, bisnis harus menawarkan nilai harga yang tinggi dan sesuai dengan apa yang mereka berikan untuk pelanggan. Penelitian ini bertujuan untuk menganalisis pengaruh kualitas pelayanan dan harga terhadap kepuasan pelanggan. Metode penelitian yang digunakan adalah metode kuantitatif. Instrumen pengumpulan data menggunakan kuesioner. Metode Convenience Sampling digunakan untuk mengumpulkan data dan akan valid jika responden telah melakukan pembelian minimal satu kali. Sampel valid yang digunakan dalam penelitian ini adalah 49 sampel. Semua pernyataan dalam kuesioner adalah valid, reliabel dan normal. Pengaruh Kualitas Makanan dan Harga Terhadap Kepuasan Konsumen berdasarkan semua pengujian yang telah dilakukan, hasil penelitian ini menunjukkan dengan nilai t-hitung sebesar 6,115 untuk variabel kualitas makanan (X1) dan 4,565 untuk variabel harga (X2). Nilai f-hitung variabel kepuasan pelanggan (Y) adalah 79,814 Kesimpulan dari penelitian ini adalah Kualitas Makanan dan Harga secara simultan berpengaruh signifikan terhadap Kepuasan Pelanggan.

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