The influence of service quality towards customer satisfaction at Common Folks Medan

Veronica, Veronica (2021) The influence of service quality towards customer satisfaction at Common Folks Medan. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

This study aimed to examine the influence of service quality customer satisfaction at Common Folks Medan. On consumer satisfaction at Common Folks, there are still complaints by consumers caused by the service quality that has not been maximized by employees. In the service quality provided by employees of Common Folks Medan, the main problem that occurs is complaints that occur because of service employees who are less responsive in serving customers. Descriptive and causal studies are used to analyze the sample of 96 respondents. The respondents are 96 respondents from Common Folks are taken using probability sampling criteria using simple random sampling. The distribution of the questionnaires conducted has passed the validity and reliability test. The data tested also passed the normality test, linearity test, and heteroscedasticity tests. The hypothesis test has passed the coefficient of determination and t test with positive and significant result. The value on the coefficient of determination shows 50.4% that service quality influences customer satisfaction. It can be suggested regarding the quality of service, the need to improve the quality of service that needs to be done by providing menu changes if there are errors in presentation and unhygienic menus. The current service standards also need to be reviewed to be able to provide maximum service to consumers. For customer satisfaction, it is necessary to provide regulations for employees to always actively greet consumers and offer various new menus so that consumers try new menus are also necessary when providing services to guests/Penelitian ini bertujuan untuk menguji pengaruh kualitas pelayanan terhadap kepuasan pelanggan pada Common Folks Medan. Pada kepuasan konsumen pada Common Folks masih terdapat keluhan konsumen yang disebabkan oleh kualitas pelayanan yang belum maksimal oleh karyawan. Dalam kualitas pelayanan yang diberikan oleh pegawai Common Folks Medan, masalah utama yang terjadi adalah keluhan yang terjadi karena pegawai pelayanan yang kurang tanggap dalam melayani pelanggan. Studi deskriptif dan kausal digunakan untuk menganalisis sampel sebanyak 96 responden. Responden berjumlah 96 responden dari Common Folks yang diambil dengan menggunakan kriteria probability sampling menggunakan simple random sampling. Penyebaran kuesioner yang dilakukan telah melewati uji validitas dan reliabilitas. Data yang diuji juga lolos uji normalitas, uji linieritas, dan uji heteroskedastisitas. Dari uji hipotesis telah lolos uji koefisien determinasi dan uji t dengan hasil positif dan signifikan Nilai pada koefisien determinasi menunjukkan 50,4% bahwa kualitas pelayanan berpengaruh terhadap kepuasan pelanggan. Dapat disarankan mengenai kualitas pelayanan, perlunya peningkatan kualitas pelayanan yang perlu dilakukan dengan memberikan pergantian menu jika ada kesalahan dalam penyajian dan menu yang kurang higienis. Standar pelayanan yang ada saat ini juga perlu ditinjau kembali untuk dapat memberikan pelayanan yang maksimal kepada konsumen. Untuk kepuasan pelanggan perlunya memberikan peraturan bagi karyawan untuk selalu aktif menyapa konsumen dan menawarkan berbagai menu baru sehingga konsumen mencoba menu baru juga merupakan hal yang diperlukan saat memberikan pelayanan kepada tamu

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