The influence of food quality and service quality towards customer satisfaction at Warung ONME Medan

Citra, Angellia Aquilla Chia (2021) The influence of food quality and service quality towards customer satisfaction at Warung ONME Medan. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

In the culinary industry, there are important factors to encourage the sustainability of the business and the satisfaction of the customers. The purpose of this study is to analyze the influence of food quality and service quality towards customer satisfaction at Warung ONME Medan. Food quality and service quality is the main indicator to judgement according to the customer standard. It is important for a restaurant to make sure the quality of food and service to reach the customer desire. In this research, author will be utilizing non-probability sampling method with convenience technique. The questionnaire will be distributed online for 97 respondents and the information will be used to answer the research questions. Based on the data analysis result, the food quality and service quality variables does have a positive and significant affect towards the customer satisfaction variable partially and simultaneously. The recommendation regarding the food quality and service quality for Warung ONME is to maintain the food quality by consistently checking the composition of the ingredients used and to train the staffs to be more friendly and paying attention to customers while giving a service/ Dalam industri kuliner, terdapat faktor penting untuk mendorong keberlangsungan usaha dan kepuasan pelanggan. Tujuan dari penelitian ini adalah untuk menganalisis pengaruh kualitas makanan dan kualitas pelayanan terhadap kepuasan pelanggan terhadap Warung ONME Medan. Kualitas makanan dan kualitas layanan adalah indikator utama pada penilaian sesuai dengan standar pelanggan. Penting bagi sebuah restoran untuk memastikan kualitas makanan dan pelayanan untuk mencapai keinginan pelanggan. Dalam penelitian ini, penulis akan menggunakan metode sampling non- probabilitas dengan teknik convenience. Kuesioner akan disebarkan kepada 97 responden dan informasi yang didapatkan akan digunakan untuk menjawab pertanyaan penelitian. Berdasarkan hasil analisis data yang didapatkan, variabel kualitas makanan dan kualitas pelayanan berpengaruh positif dan signifikan terhadap variabel kepuasan pelanggan secara parsial dan bersamaan. Rekomendasi mengenai kualitas makanan dan kualitas pelayanan untuk Warung ONME adalah menjaga kualitas bahan makanan dengan selalu mengecek komposisi bahan-bahan yang digunakan. Juga untuk melatih karyawan agar lebih ramah dan lebih memperhatikan pelanggan dalam memberikan pelayanan

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