The influence of food quality and service quality towards customer satisfaction in Brothers Café Medan

Franchella, Tiffany (2022) The influence of food quality and service quality towards customer satisfaction in Brothers Café Medan. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Due to the incredible size of the Indonesian market, the F&B sector is growing in demand. Café management in terms of food and service quality is crucial in order to satisfy café customers. Food quality is recognized as an important factor in satisfying restaurant customers. The service quality of a restaurant must also be monitored, maintained, and improved all the time. Nevertheless, most restaurant often overlooks the importance of maintaining the food quality as the foundation of a restaurant. A good quality of food and services that meets customer’s expectation will create customer satisfaction. This research has the purpose to find out if the Food Quality (X1) and Service Quality (X2) has an influence on Customer Satisfaction (Y) in Brothers Café Medan. The writer used quantitative method to analyze the independent and dependent variables. The samples were taken using convenient sampling, which consist of 96 customers who have dined in Brothers Café Medan. The research instrument used to gather the primary data are direct observation, interview, and questionnaire. This research is supported by previous study as well to support the result. The data were processed first and analyzed further using SPSS application. This research was analyzed using Quantitative Method. The results of this research indicate that Food Quality (X1) and Service Quality (X2) have a significant influence towards Customer Satisfaction (Y) in Brothers Café Medan./ Atas besarnya pasar Indonesia, sektor F&B semakin diminati. Manajemen kafe dalam hal kualitas makanan dan pelayanan sangat penting untuk memuaskan pelanggan kafe. Kualitas makanan diakui sebagai faktor penting dalam memuaskan pelanggan restoran. Kualitas pelayanan sebuah restoran juga harus selalu dipertahankan dan ditingkatkan. Namun demikian, sebagian besar restoran seringkali mengabaikan pentingnya menjaga kualitas makanan sebagai fondasi dari sebuah restoran. Kualitas makanan dan pelayanan yang baik yang memenuhi harapan pelanggan akan menciptakan kepuasan pelanggan. Penelitian ini bertujuan untuk mengetahui apakah Kualitas Makanan (X1) dan Kualitas Pelayanan (X2) berpengaruh terhadap Kepuasan Pelanggan (Y) di Brothers Café Medan. Penulis menggunakan metode kuantitatif untuk menganalisis variabel bebas dan terikat. Pengambilan sampel dilakukan dengan menggunakan convenience sampling, yang terdiri dari 96 pelanggan yang pernah berkunjung di Brothers Café Medan. Instrumen penelitian yang digunakan untuk mengumpulkan data primer adalah observasi langsung, wawancara, dan kuesioner. Penelitian ini didukung oleh penelitian sebelumnya untuk mendukung hasil tersebut. Data diolah terlebih dahulu dan dianalisis lebih lanjut menggunakan aplikasi SPSS. Penelitian ini dilakukan dengan menggunakan metode penelitian kuantitatif. Hasil penelitian ini menunjukkan bahwa Kualitas Makanan (X1) dan Kualitas Pelayanan (X2) memiliki pengaruh yang signifikan terhadap Kepuasan Pelanggan (Y) di Brothers Café Medan.

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