The influence of food quality and service quality towards customer satisfaction at Glory Coffee Medan

Asmeryana, Ceria (2021) The influence of food quality and service quality towards customer satisfaction at Glory Coffee Medan. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

The research with the title of Food Quality and Service Quality Towards Customer Satisfaction at Glory Coffee, Medan is aims to determine whether there is an influence between the food quality and service towards the customer satisfaction at Glory Coffee, Medan. There are several factors that will influence the customer satisfaction in the food and beverages industry. Food is the primary needs for human in order to survive. The competition of the food and beverages industry in Indonesia is getting tougher. Thus, every business owner must provide good product and service quality to satisfy the customers. In this research, the writer would like to know if there is any influence of food quality and service quality towards customer satisfaction at Glory Coffee Medan, which is a coffee shop in Medan that offers many kinds of food and drinks. This research is implementing a quantitative analysis practice with the data collection method through primary and secondary data. The data is collected through questionnaire, interview, and observation. There are 97 questionnaires that has been distributed to the customers as a sample. The writer is implementing the validity test, reliability test, descriptive statistics, classical assumption test, determination test, hypothesis testing (T-Test), and simultaneous test (F-Test). Conclusion of the research is that food quality and service quality has influenced the customer satisfaction by 71.5% while the remaining 28.5% is influenced by the other factors that is not discussed in this research. The result for F-Test is F-Count (117.939) > F-table (3.09) where can be concluded that the food quality and service quality simultaneously have influence customer satisfaction at Glory Coffee Medan. Based on the result of the research, the writer would like to recommend Glory Coffee, Medan to always maintain the food quality and service quality by always conducting a survey to know about the satisfaction of the customers in every visit./Penelitian dengan judul Kualitas Makanan dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan di Glory Coffee, Medan berjutuan untuk mengetahui apakah ada pengaruh antara kualitas makanan dan kualitas pelayanan terhadap kepuasan pelanggan di Glory Coffee, Medan. Makanan merupakan kebutuhan primer setiap manusia untuk bertahan hidup. Persaingan industry makanan dan minuman di Indonesia semakin ketat. Dengan demikian, setiap oemilik bisnis harus memberikan kualitas produk dan layanan yang baik untuk memuaskan pelanggan. Dalam penelitian ini, penulis ingin mengetahui apakah ada pengaruh kualitas makanan dan kualitas pelayanan terhadap kepuasan pelanggan di Glory Coffee Medan yang merupakan sebuah coffee shop di Medan yang menawarka verbagai macam makanan dan minuman Penelitian ini menerapkan praktik penelitian kuantitatif dengan metode pengumpulan data melalui data primer dan data sekunder. Metode pengumpulan data dilakukan melalui kuesioner, wawancara dan observasi. Kuesioner dibagikan kepada 97 pelanggan sebagai sampel. Metode analisis data yang digunakan dalam penelitian ini adalah uji validitas, uji reliabilitas, statistic descriptive, uji asumsi klasik, uji determinasi, uji hipotesis (Uji T), dan uji simultan (Uji F). Kesimpulan dari hasil penelitian ini adalah kualitas makanan dan kualitas pelayanan berpengaruh terhadap kepuasan pelanggan sebesar 71.5% sedangkan sisanya sebesar 28.5% dipengaruhi oleh faktor lain yang tidak dibahas dalam penelitian ini. Hasil Uji F menunjukan bahwa F-dihitung (117.939) > F-tabel (3.09), dimana dapat disimpulkan bahwa kualitas makanan dan kualitas pelayanan secara simultan berpengaruh terhadap kepuasan pelanggan di Glory Coffee Medan. Berdasarkan hasil penelitian ini, penulis merekomendasikan Glory Coffee, Medan untuk selalu menjaga kualitas makanan dan kualitas pelayanan dengan melakukan survei untuk mengetahui kepuasan pelanggan dalam setiap kunjungannya.

Item Type: Thesis (Bachelor)
Creators:
CreatorsNIMEmail
Asmeryana, CeriaNIM03013180110ca80110@student.uph.edu
Contributors:
ContributionContributorsNIDN/NIDKEmail
Thesis advisorKhong, RifinNIDN0103037603rifin.khong@lecturer.uph.edu
Uncontrolled Keywords: food quality; service quality; customer satisfaction
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 18766 not found.
Date Deposited: 05 Mar 2022 15:07
Last Modified: 28 Mar 2022 12:44
URI: http://repository.uph.edu/id/eprint/47000

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