the influence of service quality, food quality, and price towards customer satisfaction at Sushi Mentai Restaurant on Jalan Dr. Cipto Medan

Lily, Lily (2023) the influence of service quality, food quality, and price towards customer satisfaction at Sushi Mentai Restaurant on Jalan Dr. Cipto Medan. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Because of the food industry’s rapid growth, it is able to force business people to innovate and change for the sake of business continuity. Customers are extremely important to business owners, especially restaurant and cafe owners who compete to find out and meet customer needs. Along with the times, the food industry has grown significantly. The restaurant owner initially paid attention only to food menu, price, and taste. The research objective in this study are as follows: (1) To analyze whether service quality has a significant influence toward customer satisfaction at Sushi Mentai Restaurant on Jalan Dr. Cipto Medan; (2) To analyze whether food quality has a significant influence toward customer satisfaction at Sushi Mentai Restaurant on Jalan Dr. Cipto Medan; (3) To analyze whether the price has a significant influence toward customer satisfaction at Sushi Mentai Restaurant on Jalan Dr. Cipto Medan; (4) To analyze whether service quality, food quality, and price simultaneously have a significant influence toward customer satisfaction at Sushi Mentai Restaurant on Jalan Dr. Cipto Medan. The research designs used in this research are descriptive research and causal research. This research took 67 people as the number of samples. Based on the result of T- Test, it shows that: (1) Service Quality does not have positive influence on Customer Satisfaction at Sushi Mentai Medan; (2) Food Quality does not have positive influence on Customer Satisfaction at Sushi Mentai Medan; (3) Price does have a positive influence on Customer Satisfaction at Sushi Mentai Medan. Based on the result of F-Test, it shows that Service Quality, Food Quality and Price simultaneously have influence toward Customer Satisfaction at Sushi Mentai Medan. / Pesatnya pertumbuhan industri makanan mampu memaksa para pelaku bisnis untuk berinovasi dan berubah demi kelangsungan usaha. Pelanggan merupakan hal yang sangat penting bagi pemilik bisnis, khususnya pemilik restoran dan kafe yang berlomba- lomba mencari tahu dan memenuhi kebutuhan pelanggan. Seiring dengan perkembangan zaman, industri makanan telah berkembang secara signifikan. Pemilik restoran awalnya hanya memperhatikan menu makanan, harga, dan rasa. Tujuan penelitian dalam penelitian ini adalah sebagai berikut: (1) Menganalisis pengaruh signifikan kualitas pelayanan terhadap kepuasan pelanggan pada Restoran Sushi Mentai Jalan Dr. Cipto Medan; (2) Untuk menganalisis apakah kualitas makanan berpengaruh signifikan terhadap kepuasan pelanggan pada Restoran Sushi Mentai di Jalan Dr. Cipto Medan; (3) Menganalisis apakah harga berpengaruh signifikan terhadap kepuasan pelanggan pada Restoran Sushi Mentai di Jalan Dr. Cipto Medan; (4) Menganalisis apakah kualitas pelayanan, kualitas makanan, dan harga secara bersamaan berpengaruh signifikan terhadap kepuasan pelanggan pada Restoran Sushi Mentai Jalan Dr. Cipto Medan. Desain penelitian yang digunakan dalam penelitian ini adalah penelitian deskriptif dan penelitian kausal. Penelitian ini mengambil 67 orang sebagai jumlah sampel. Berdasarkan hasil Uji-T menunjukkan bahwa: (1) Kualitas Pelayanan tidak berpengaruh positif terhadap Kepuasan Pelanggan pada Sushi Mentai Medan; (2) Kualitas makanan tidak berpengaruh positif terhadap Kepuasan Pelanggan di Sushi Mentai Medan; (3) Harga berpengaruh positif terhadap Kepuasan Pelanggan di Sushi Mentai Medan. Berdasarkan hasil Uji-F menunjukkan bahwa Kualitas Pelayanan, Kualitas Makanan dan Harga secara bersamaan berpengaruh terhadap Kepuasan Pelanggan di Sushi Mentai Medan.

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