The influence of food quality, service quality, and atmospheric towards customer satisfaction at Hibiki Japanese Bowl & Coffee Multatuli Medan

Valerie, Valerie (2024) The influence of food quality, service quality, and atmospheric towards customer satisfaction at Hibiki Japanese Bowl & Coffee Multatuli Medan. Bachelor thesis, Universitas Pelita Harapan.

Preview	Text (Title) Title.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (217kB) | Preview
Preview	Text (Abstract) Abstract.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (403kB) | Preview
Preview	Text (ToC) ToC.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (1MB) | Preview
Preview	Text (Chapter1) Chapter1.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (1MB) | Preview
	Text (Chapter2) Chapter2.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (1MB)
	Text (Chapter3) Chapter3.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (1MB)
	Text (Chapter4) Chapter4.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (5MB)
	Text (Chapter5) Chapter5.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (611kB)
Preview	Text (Bibliography) Bibliography.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (852kB) | Preview
	Text (Appendices) Appendices.pdf Restricted to Repository staff only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (7MB)

Abstract

Recognized as the fourth largest city within the Republic of Indonesia, Medan is a city that has tons of exciting potential for the food and beverage business. The population growth rate in Medan City over the period has continued to increase from year to year and it became one of the potential opportunities for entrepreneurs in the food and beverages industry to market their various food variants by running a café or restaurant. As times have changed, people love to spend their time at cafes chatting, chilling out, taking photos, doing assignments, and meeting for business purposes. The objective of this research is to analyze the influence of food quality (X1), service quality (X2), and atmospheric (X3) on customer satisfaction (Y) at Hibiki Japanese Bowl & Coffee Multatuli Medan. This research implements a quantitative approach and the primary data are collected by distributing online questionnaires to respondents and interview the research object. Journals, e-books, and other online resources are used as a reference in collecting secondary data. The population of this research are customers who have visited Hibiki Japanese Bowl & Coffee Multatuli Medan this year or in the past one year with the total number of samples 97 respondents by using convenient sampling method. All the data obtained in this research is processed by using SPSS 25.0 software. The research results revealed that food quality, service quality and atmosphere significantly have influence toward customer satisfaction. Coefficient of determination test shows that these three independent variables influence 75.3% toward dependent variable. There are several factors in food quality, service quality and atmospheric that Hibiki Japanese Bowl & Coffee Multatuli Medan should maintain and improve for the business growth. / Dikenal sebagai kota terbesar keempat di Republik Indonesia, Medan merupakan kota yang menyimpan segudang potensi menarik untuk bisnis makanan dan minuman. Tingkat pertumbuhan penduduk di Kota Medan terus meningkat dari tahun ke tahun dan hal ini menjadi salah satu peluang potensial bagi para pengusaha di industri makanan dan minuman untuk memasarkan berbagai varian makanannya dengan menjalankan kafe atau restoran. Seiring berkembangnya zaman, masyarakat senang menghabiskan waktu di kafe untuk mengobrol, bersantai, berfoto, mengerjakan tugas, hingga bertemu untuk keperluaan bisnis. Tujuan dari penelitian ini adalah untuk menganalisis pengaruh kualitas makanan (X1), kualitas layanan (X2), dan atmosfer (X3) terhadap kepuasan pelanggan di Hibiki Japanese Bowl & Coffee Multatuli Medan. Penelitian ini menerapkan pendekatan kuantitatif dan pengumpulan data primer dilakukan dengan mendistribusikan kuesioner online kepada responden serta melakukan wawancara dengan objek penelitian. Jurnal, e-book, dan sumber online lainnya digunakan sebagai referensi dalam pengumpulan data sekunder. Populasi penelitian ini adalah pelanggan yang telah mengunjungi Hibiki Japanese Bowl & Coffee Multatuli Medan tahun ini atau dalam satu tahun terakhir dengan jumlah sampel 97 responden menggunakan metode convenience sampling. Semua data yang diperoleh dalam penelitian ini diolah menggunakan perangkat lunak SPSS 25.0. Hasil penelitian menunjukkan bahwa kualitas makanan, kualitas layanan, dan atmosfer secara signifikan mempengaruhi kepuasan pelanggan. Uji koefisien determinasi menunjukkan bahwa ketiga variabel independen ini mempengaruhi variabel dependen sebesar 75.3%. Ada beberapa faktor dalam kualitas makanan, kualitas layanan, dan atmosfer yang harus dipertahankan dan ditingkatkan oleh Hibiki Japanese Bowl & Coffee Multatuli Medan untuk pertumbuhan bisnis.

Actions (login required)

View Item