The correlation of food quality towards customer satisfaction at Green Village Restaurant of Karibia Boutique Hotel Medan

Pacifico, Pacifico (2019) The correlation of food quality towards customer satisfaction at Green Village Restaurant of Karibia Boutique Hotel Medan. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Nowadays, the food quality has been an important part of the restaurant because food consumption shows the major aspects to manage our health. And due to that, restaurants need to maintain the good food quality to meet or exceed their customer satisfaction in order to become a repurchase customer and they will spread the word of mouth to the other potential buyers. Now, researchers are trying to find the correlation and way to measure the food quality and customer satisfaction in the restaurant. The study aims to measure the correlation of food quality towards customer satisfaction at Green Village Restaurant at Karibia Boutique Hotel Medan, using the indicators of food quality, which are: the smell of the food is enticing, there is a variety of menu items, the food is nutritious, the food is delicious, and the food is fresh. And the indicators of customer satisfaction, which are : conformity of expectation. Interest of visiting again, and willingness to recommend. The methods used by the writer in this research is descriptive method and correlational method. Data used in this research are primary data and secondary data. Data analysis methods used in this research are descriptive statistic, validity test, reliability test, normality test, determination test, analysis of linear regression equation, and T-test. This study uses a random sampling method by taking population as a sample and using Slovin’s formula that tested using SPSS. The measurement of each variable in the questionnaire uses Likert Scale. Based on the data analysis, the coefficient of linear regression = 0.333 (weak positive). This means that food quality (X) has positive correlation towards customer satisfaction (Y). The result of hypothesis test by using t-test, the hypothesis alternative is accepted because tcount (5.285) > ttable (2.048). Therefore, food quality has significant correlation on customer satisfaction at Karibia Boutique Hotel Medan.

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