The influence of service quality and food quality toward customer satisfaction at The Edge Restaurant Cambridge Hotel, Medan

Nathanael, Shannon (2022) The influence of service quality and food quality toward customer satisfaction at The Edge Restaurant Cambridge Hotel, Medan. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

This research was conducted from 01st January 2022 until 16th May 2022. Restaurants are one of the culinary businesses that are most in demand by entrepreneurs. As a business owner in the culinary business, especially restaurants located inside a hotel must always pay attention to their service quality and food quality so that can make customers satisfied visiting the restaurant. Therefore, the purpose of this study was to measure the level of customer satisfaction at The Edge Restaurant where the level of satisfaction was measured from the independent variables which are service quality and food quality. The research method used in this research is quantitative. Data was collected by distributing questionnaires through social media and using the SPSS 25 statistical program in processing the data. The type of research conducted using descriptive research. From the results of the data analysis, the regression coefficient value for service quality is 0.384, while for food quality is 0.363. In addition, the coefficient of determination for the two variables is 0.385, which means that both variables explain 38.5% contributing to influence customer satisfaction while the other 61.5% is influenced by other variables not analyzed in this study. There are results of tests carried out showing a t-count value of 3.570 for the service quality variable (X1) and 3,200 for the food quality variable (X2). The f-count value of the customer satisfaction variable (Y) is 30,728. From these results indicate that there is a positive and significant influence of Service Quality, Food Quality, on Customer Satisfaction at The Edge Restaurant. Moreover, the author recommended the restaurant to provide more training to staff in handling customer complaints and pay more attention to the taste of food./ Penelitian ini dilakukan dari tgl 1 bulan januari 2022 sampai tgl 16 bulan mei 2022. Restoran merupakan salah satu bisnis kuliner yang paling diminati oleh para pengusaha. Sebagai pemilik usaha dalam bisnis kuliner khususnya restoran yang berada di dalam hotel harus selalu memperhatikan kualitas pelayanan dan kualitas makanan agar pelanggan selalu puas berkunjung ke restoran tersebut. Oleh karena itu, tujuan dari penelitian ini adalah untuk mengukur tingkat kepuasan pelanggan pada Restoran The Edge dimana tingkat kepuasan diukur dari variabel bebas yang diteliti yaitu kualitas pelayanan dan kualitas makanan. Metode penelitian yang digunakan dalam penelitian ini adalah kuantitatif. Pengumpulan data dilakukan dengan menyebarkan kuesioner melalui sosial media dan menggunakan program statistic SPSS 25 dalam mengolah data. Jenis penelitian yang dilakukan menggunakan penelitian deskriptif. Dari hasil analisis data tersebut, nilai koefisien regresi untuk kualitas pelayanan sebesar 0,384, sedangkan untuk kualitas makanan sebesar 0,363. Selain itu, nilai koefisien determinasi untuk kedua variabel sebesar 0,385 yang artinya kedua variable menjelaskan sebesar 38.5% berkontribusi mempengaruhi kepuasan pelanggan sedangkan 61.5% lainnya dipengaruhi oleh variable lain yang tidak dianalisis dalam penelitian ini. Terdapat hasil pengujian yang dilakukan menunjukkan nilat t-hitung sebesar 3,570 untuk variabel kualitas layanan (X1) dan 3,200 untuk variable kualitas makanan (X2). Nilai f-hitung variabel kepuasan pelanggan (Y) adalah 30,728. Dari hasil tersebut menunjukkan bahwa bahwa adanya pengaruh positif dan signifikan dari Kualitas Layanan, Kualitas Makanan, terhadap Kepuasan Pelanggan pada Restoran The Edge. Selain itu, penulis menyarankan kepada pihak restoran untuk lebih memberikan pelatihan kepada staf dalam menangani keluhan pelanggan dan lebih memperhatikan rasa makanan.

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