the influence of service quality and product quality towards customer satisfaction at Me& Coffee Works Wahid Hasyim Medan

Gunawan, Dhea (2023) the influence of service quality and product quality towards customer satisfaction at Me& Coffee Works Wahid Hasyim Medan. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Me& Coffeeshop Works is one of the famous coffee shop places in Medan. The warm and cosy feels of the place make customers come often and is also the right place to complete assignment or work. Me& Coffeeshop Works not only have a great vibe and tasty coffee, but they also provide quality service to customers. The purpose of this study is to see the problems experienced by service quality and product quality that influence customer satisfaction. Me& Coffee Works services and products need to enhance to gain the standard desires by customers. From the problem obtained, some customers suggest that the barista demonstrate maximum cleanliness performance, and the products offered are not in accordance with the tastes of customers who visit Me& Coffee Works. Quantitative research with descriptive and causal studies was used to analyze samples of 100 respondents. The respondents were customers of Me& Coffee Works which were taken using incidental sampling. The distribution of the questionnaires has passed the validity and reliability tests. The tested data also passed the normality test, multicollinearity test, heteroscedasticity, linearity, and multiple linear regression test. From the hypothesis test with the results of the F test (62.033> 3.09) that product quality and service quality have a positive and significant effect towards customer satisfaction at Me& Coffee Works Medan. It can be recommended to brief employees and apply standard and polite language that should be used when providing service to customers such as saying greetings. design new packaging models such as glass packaging that has a handle or plastic packaging for easy carrying by consumers. / Me& Coffeeshop Works merupakan salah satu tempat kedai kopi terkenal di Medan. Nuansa tempat yang hangat dan nyaman membuat pelanggan sering datang dan juga merupakan tempat yang tepat untuk menyelesaikan tugas atau pekerjaan. Me& Coffeeshop Works tidak hanya memiliki suasana yang luar biasa dan kopi yang lezat, tetapi mereka juga memberikan layanan berkualitas kepada pelanggan. Tujuan dari penelitian ini adalah untuk melihat permasalahan yang dialami oleh kualitas layanan dan kualitas produk yang mempengaruhi kepuasan pelanggan. Layanan dan produk Me& Coffee Works perlu ditingkatkan untuk mendapatkan keinginan standar oleh pelanggan. Dari permasalahan yang didapat, beberapa pelanggan menyarankan agar barista menunjukkan kinerja kebersihan yang maksimal, dan produk yang ditawarkan tidak sesuai dengan selera pelanggan yang berkunjung ke Me& Coffee Works. Penelitian kuantitatif dengan kajian deskriptif dan kausal digunakan untuk menganalisis sampel 100 responden. Responden adalah pelanggan Me& Coffee Works yang diambil menggunakan sampling insidental. Penyebaran kuesioner telah lulus uji validitas dan reliabilitas. Data yang diuji juga lulus uji normalitas, uji multikolinearitas, heteroskedastisitas, linieritas, dan uji regresi linier berganda. Dari uji hipotesis dengan hasil uji F (62.033> 3,09) bahwa kualitas produk dan kualitas layanan berpengaruh positif dan signifikan terhadap kepuasan pelanggan di Me& Coffee Works Medan. Disarankan untuk memberi pengarahan kepada karyawan dan menerapkan bahasa standar dan sopan yang harus digunakan saat memberikan layanan kepada pelanggan seperti mengucapkan salam. Rancang model kemasan baru seperti kemasan kaca yang memiliki pegangan atau kemasan plastik agar mudah dibawa oleh konsumen.

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