The influence of food quality and service quality towards customer satisfaction at Euro Premier Bakery, Cakes and Cafe

Wiratama, Charles (2022) The influence of food quality and service quality towards customer satisfaction at Euro Premier Bakery, Cakes and Cafe. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

This research is conducted at Euro Premier Bakery, Cakes, and Café. The data shows that there is a decline in the customers. The research objectives are to find out the influence of food and service quality towards customer satisfaction at Euro Premier Bakery, Cakes, and Café in Medan, and to understand which indicators affect the variables in order to improve the food and service quality to get the customer satisfaction. Theoretically, food and service quality and customer satisfaction are considered to have a positive relationship toward each other that has been researched by other previous researchers. This is a descriptive research with quantitative approach. Data of the research is gathered through questionnaires. Purposive sampling is used in this research with Lemeshow formula to determine the samples. Data collected is then processed through SPSS 25 to discover the relationship between food and service quality and customer satisfaction. The collected 98 samples that have been processed, resulted in the positive relationship between food and service quality and customer satisfaction. Based on determination of coefficient, this research concludes that food quality and service quality influence customer satisfaction by about 36.7% while 63.3% are influenced by other factors that are not mentioned in this study. This research shows that food quality and service quality influence customer satisfaction. The company needs to review the feedback of customers in order to improve what is lacking and maintain what is already good./ Penelitian ini dilakukan di Euro Premier Bakery, Cakes, and Café. Data menunjukkan bahwa terjadi penurunan jumlah pelanggan. Tujuan penelitian adalah untuk mengetahui pengaruh kualitas makanan dan pelayanan terhadap kepuasan pelanggan Euro Premier Bakery, Cakes, and Café di Medan, dan untuk mengetahui indikator-indikator yang mempengaruhi variabel-variabel tersebut dalam rangka meningkatkan kualitas makanan dan pelayanan untuk mendapatkan pelanggan. kepuasan. Secara teoritis, kualitas makanan dan pelayanan serta kepuasan pelanggan dianggap memiliki hubungan positif satu sama lain yang telah diteliti oleh peneliti lain sebelumnya. Penelitian ini merupakan penelitian deskriptif dengan pendekatan kuantitatif. Data penelitian dikumpulkan melalui kuesioner. Purposive sampling digunakan dalam penelitian ini dengan rumus Lemeshow untuk menentukan sampel. Data yang terkumpul kemudian diolah melalui SPSS 25 untuk mengetahui hubungan antara kualitas makanan dan pelayanan dengan kepuasan pelanggan. Dari 98 sampel yang telah diolah, menghasilkan hubungan positif antara kualitas makanan dan pelayanan dengan kepuasan pelanggan. Berdasarkan koefisien determinasi, penelitian ini menyimpulkan bahwa kualitas makanan dan kualitas pelayanan mempengaruhi kepuasan pelanggan sebesar 36,7% sedangkan 63,3% dipengaruhi oleh faktor lain yang tidak disebutkan dalam penelitian ini. Penelitian ini menunjukkan bahwa kualitas makanan dan kualitas pelayanan berpengaruh terhadap kepuasan pelanggan. Perusahaan perlu meninjau umpan balik pelanggan untuk memperbaiki apa yang kurang dan mempertahankan apa yang sudah baik.

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