The influence of service quality and food quality towards customer satisfaction at M&R Restaurant Medan

Jethro, Filbert (2022) The influence of service quality and food quality towards customer satisfaction at M&R Restaurant Medan. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

The food and beverage industry has grown rapidly in recent years. Restaurant owners have to continue to improve customer satisfaction through service quality and food quality in the midst of increasing competitors. The purpose of this research is to discover the influence of service quality and food quality towards customer satisfaction at M&R Restaurant Medan. The type of research used is quantitative research method. The sampling techniques used non-probability which is purposive sampling. Data were gathered through questionnaire that was distributed to 96 respondents utilizing Likert Scale in measuring the variable. The collected data was then processed by SPSS program to find out the relationship between service quality, food quality, and customer satisfaction. Coefficient determination results show that the influence of service quality and food quality towards customer satisfaction is 55.9% while 44.1% is influenced by other variables that are not examined in this research. The result of data analysis indicates that service quality and food quality have positive and significant influence towards customer satisfaction partially and simultaneously. Writer also recommends for the restaurant conduct employee training, add variation to the cutting shape of food, and provide a customer satisfaction form./ Industri makanan dan minuman telah berkembang pesat dalam beberapa tahun terakhir. Pemilik restoran harus terus meningkatkan kepuasan pelanggan melalui kualitas pelayanan dan kualitas makanan di tengah persaingan yang semakin ketat. Tujuan dari penelitian ini adalah untuk mengetahui pengaruh kualitas pelayanan dan kualitas makanan terhadap kepuasan pelanggan di Restoran M&R Medan. Jenis penelitian yang digunakan adalah metode penelitian kuantitatif. Teknik pengambilan sampel menggunakan non-probabilitas yaitu purposive sampling. Pengumpulan data dilakukan melalui kuesioner yang dibagikan kepada 96 responden dengan menggunakan Skala Likert dalam mengukur variabel. Data yang terkumpul kemudian diolah dengan program SPSS untuk mengetahui hubungan antara kualitas pelayanan, kualitas makanan, dan kepuasan pelanggan. Hasil koefisien determinasi menunjukkan bahwa pengaruh kualitas pelayanan dan kualitas makanan terhadap kepuasan pelanggan sebesar 55,9% sedangkan 44,1% dipengaruhi oleh variabel lain yang tidak diteliti dalam penelitian ini. Hasil analisis data menunjukkan bahwa kualitas pelayanan dan kualitas makanan berpengaruh secara positif dan signifikan terhadap kepuasan pelanggan secara parsial dan simultan. Penulis juga menyarankan kepada restoran untuk mengadakan pelatihan karyawan, menambah variasi bentuk pemotongan makanan, dan menyediakan formulir kepuasan pelanggan.

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