The influence of service quality and physical environment on customer satisfaction at Zeribowl - Asia Mega Mas branch, Medan

Chentia, Tithalia (2022) The influence of service quality and physical environment on customer satisfaction at Zeribowl - Asia Mega Mas branch, Medan. Bachelor thesis, Unversitas Pelita Harapan.

Preview	Text (Title) Title.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (32kB) | Preview
Preview	Text (Abstract) Abstract.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (322kB) | Preview
Preview	Text (ToC) ToC.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (919kB) | Preview
Preview	Text (Chapter1) Chapter1.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (1MB) | Preview
	Text (Chapter2) Chapter2.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (2MB)
	Text (Chapter3) Chapter3.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (1MB)
	Text (Chapter4) Chapter4.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (4MB)
	Text (Chapter5) Chapter5.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (460kB)
Preview	Text (Bibliography) Bibliography.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (855kB) | Preview
	Text (Appendices) Appendices.pdf Restricted to Repository staff only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (6MB)

Abstract

Zeribowl - Asia Mega Mas Branch, Medan is experiencing a decrease in transactions and also has a negative review in the variables of service quality and physical environment. Therefore, this research aims to determine the partial and simultaneous effect of service quality and physical environment variables on customer satisfaction. Service quality and physical environment are customer behavior in order to meet customer needs and desires in order to achieve customer satisfaction so that it will influence customer decisions. In this study, the writer used quantitative, descriptive and causal. Zeribowl customers - Asia Mega Mas branch, Medan are the population in which convenience technique was used for a sample of 97 respondents. Based on the validity and reliability test, for both independent and dependent variables the results were valid and reliable. All questions are normally distributed and there is no heteroscedasticity. In this study, the multiple regression mathematically is Y = 6.406 + 0.348X1 + 0.284X2 + e and the coefficient of determination is 67.1%. The results of both T-test and F-test show that service quality and the physical environment have a partial and simultaneous effect on customer satisfaction. The recommendation given by the writer to the company are to train waiter to help consumers who have difficulty choosing a menu, the cafe must have an outdoor area and the cafe should using a system of suggestions and criticism from customers in order to find out the desired needs./Zeribowl - Cabang Asia Mega Mas Medan sedang mengalami penurunan transaksi dan juga memiliki review yang negatif dalam variabel kualitas pelayanan dan lingkungan fisik. Oleh karena itu, penelitian ini bertujuan untuk mengetahui pengaruh secara parsial dan simultan variabel kualitas pelayanan dan lingkungan fisik terhadap kepuasan pelanggan. Kualitas pelayanan dan lingkungan fisik merupakan perilaku pelanggan dalam rangka memenuhi kebutuhan dan keinginan pelanggan guna mencapai kepuasan pelanggan sehingga akan mempengaruhi keputusan pelanggan. Dalam penelitian ini, penulis menggunakan kuantitatif, deskriptif dan kausal. Pelanggan Zeribowl Cabang Asia Mega Mas Medan merupakan populasi yang menggunakan teknik convenience dengan sampel sebanyak 97 responden. Berdasarkan uji validitas dan reliabilitas, baik untuk variabel bebas maupun terikat diperoleh hasil yang valid dan reliabel. Semua pertanyaan berdistribusi normal dan tidak terjadi heteroskedastisitas. Dalam penelitian ini regresi berganda secara matematis adalah Y = 6,406 + 0,348X1 + 0,284X2 + e dan koefisien determinasinya adalah 67,1%. Hasil uji T dan uji F menunjukkan bahwa kualitas pelayanan dan lingkungan fisik berpengaruh secara parsial dan simultan terhadap kepuasan pelanggan. Saran yang diberikan penulis kepada perusahaan adalah melatih pelayan untuk membantu konsumen yang kesulitan dalam memilih menu, warnet harus memiliki area outdoor dan warnet sebaiknya menggunakan sistem saran dan kritik dari pelanggan agar dapat mengetahui menu yang diinginkan kebutuhan.

Actions (login required)

View Item