The influence of food quality and service quality towards customer satisfaction at PT Maju Ramen Utama, Medan

Kwantana, Sydney (2022) The influence of food quality and service quality towards customer satisfaction at PT Maju Ramen Utama, Medan. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

As a result of globalization, business, particularly the food and beverage industry, is becoming more competitive. This necessitates a company such as PT Maju Ramen Utama, Medan to have business strategy for adapting to changing consumer preferences which will ensure business continuity. To improve customer satisfaction, it is necessary to conduct a research on the influence of food quality and service quality on customer satisfaction at PT Maju Ramen Utama, Medan. Purpose of this research is to find which factors between Food Quality and Service Quality has the biggest influence on Customer Satisfaction at PT Maju Ramen Utama, Medan. A quantitative approach with causal method was used in this research by spreading online questionnaire distributed to 135 customers who domiciled in Medan and ever visited PT Maju Ramen Utama, Medan within one year before the questionnaire were distributed. The questionnaire used Likert scale. The data was tested with Normality, Heterocedasticity, Multicollinearity, Linearity Test. Furthermore, analyzed by Multiple Regression Analysis followed by hypothesis testing and processed by using SPSS 25 to find the influence of each independent variable to dependent variable. Based on the data analysis results, Food Quality and Service Quality have positive and significant influence on Customer Satisfaction at PT Maju Ramen Utama, Medan. Service Quality was found to have bigger influence on Customer Satisfaction compared to Food Quality. This indicates that company should focus on these factors in order to increase Customer Satisfaction to ensure company continuity./ Sebagai akibat dari globalisasi, bisnis, khususnya industri makanan dan minuman, menjadi lebih kompetitif. Hal ini mendorong perusahaan seperti PT Maju Ramen Utama Medan memiliki strategi bisnis untuk beradaptasi dengan perubahan preferensi konsumen yang berdampak dalam kelangsungan bisnis. Untuk meningkatkan kepuasan pelanggan, perlu dilakukan penelitian tentang pengaruh kualitas makanan dan kualitas pelayanan terhadap kepuasan pelanggan di PT Maju Ramen Utama Medan. Tujuan dari penelitian ini adalah untuk mengetahui faktor mana antara kualitas makanan dan kualitas pelayanan yang paling berpengaruh terhadap Kepuasan Pelanggan pada PT Maju Ramen Utama Medan. Pendekatan kuantitatif dengan metode kausal digunakan dalam penelitian ini dengan menyebarkan kuesioner online yang disebarkan kepada 135 pelanggan yang berdomisili di Medan dan pernah mengunjungi PT Maju Ramen Utama Medan dalam waktu satu tahun sebelum kuesioner disebarkan. Kuesioner menggunakan skala Likert. Data diuji dengan uji Normalitas, Heterokedastisitas, Multikolinearitas, Linieritas. Selanjutnya dianalisis dengan Analisis Regresi Berganda dilanjutkan dengan pengujian hipotesis dan diolah dengan menggunakan SPSS 25 untuk mengetahui pengaruh masing-masing variabel bebas terhadap variabel terikat. Berdasarkan hasil analisis data, kualitas makanan dan kualitas pelayanan berpengaruh positif dan signifikan terhadap kepuasan pelanggan di PT Maju Ramen Utama Medan. Kualitas pelayanan ditemukan memiliki pengaruh yang lebih besar terhadap kepuasan pelanggan dibandingkan dengan kualitas makanan. Hal ini menunjukkan bahwa perusahaan harus fokus pada faktor tersebut untuk meningkatkan kepuasan pelanggan guna menjamin kelangsungan bisnis.

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