The influence of service quality toward customer satisfaction at Ta Shanghai Medan

Chelsy, Chelsy (2022) The influence of service quality toward customer satisfaction at Ta Shanghai Medan. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Ta Shanghai is a restaurant that serves Chinese food. The purpose this research to find out about experience various complaints that are still found when providing services to customers, it appears that there are still consumers who write reviews that are not good. Unresponsive service provided by employees, expensive food prices, long menu orders and the taste of food that does not match the expectations of customers. If the quality of service is perceived as good and satisfactory, if the service received exceeds consumer expectations, then the quality of service is perceived as very good and of high quality. The research used quantitative design with descriptive and causal approach. The population in this study was all customers of Ta Shanghai. The sample in this study amounted to 100 people using nonprobability sampling with convenience sampling to determine the sample. The spread of the questionnaire conducted has passed the validity and reliability test. The data tested also passed the normality test, multicollinearity test, heteroscedasticity, and multiple linear regression test. From the hypothesis test with the results of the T test (11.350 > 1.984) that service quality simultaneously influences the customer satisfaction at Ta Shanghai. It can be recommended to Ta Shanghai for the service quality, training is needed to make employees more responsive in serving the customers. Also, for customer satisfaction for compiled by restaurant managers and conduct assessments on weekly and monthly. By continuing to evaluate and supervise will allow employees to work with performance standards set by the restaurant./Ta Shanghai adalah restoran yang menyajikan makanan Cina. Tujuan penelitian ini untuk mengetahui tentang pengalaman berbagai keluhan yang masih ditemukan saat memberikan pelayanan kepada pelanggan, ternyata masih ada konsumen yang menulis ulasan yang kurang baik. Layananu nresponsive yang disediakan oleh karyawan, harga makanan mahal, pesanan menu yang panjang dan rasa makanan yang tidak sesuai dengan harapan pelanggan. Jika kualitas pelayanan dianggap baik dan memuaskan, jika pelayanan yang diterima melebihi ekspektasi konsumen, maka kualitas pelayanan dianggap sangat baik dan berkualitas tinggi. Penelitian ini menggunakan desain kuantitatif dengan pendekatan deskriptif dan kausal. Populasi dalam penelitian ini adalah semua pelanggan Ta Shanghai. Sampel dalam penelitian ini berjumlah 100 orang menggunakan nonprobability sampling dengan convenience sampling untuk menentukan sampel. Penyebaran kuesioner yang dilakukan telah lulus uji validitas dan keandalan. Data yang diuji juga lulus uji normalitas, tes multikolinearitas,edastisitas heteros c, dan uji regresi linier berganda. Dari uji hipotesis dengan hasil tes T (11.350 > 1.984) bahwa kualitas layanan secara bersamaan mempengaruhi kepuasan pelanggan di Ta Shanghai. Dapat direkomendasikan ke Ta Shanghai untuk kualitas layanan, pelatihan diperlukan kepada karyawan untuk membuat karyawan lebih responsif dalam melayani pelanggan. Juga, untuk kepuasan pelanggan karena disusun oleh manajer restoran dan melakukan penilaian setiap minggu dan bulanan. Dengan terus mengevaluasi dan mengawasi akan memungkinkan karyawan untuk bekerja dengan standar kinerja yang ditetapkan oleh restoran.

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