The effect of service quality towards customer loyalty at Wang Steamboat and Bak Kut Teh Medan

Francisca, Angie (2020) The effect of service quality towards customer loyalty at Wang Steamboat and Bak Kut Teh Medan. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

The problem of service quality was the complaints from customers who visited restaurant Wang Steamboat and Bak Kut Teh Medan about its employees who are often slow in providing services, employees who were not responsive in serving customer requests, there were still many other complaints about food that were not the same as listed in the menu, impolite employees to customers. This shows that the quality of service provided has not met the expectations of the customers. Customer loyalty in general can be interpreted as someone's loyalty to a product, either certain goods or services. Customer loyalty is a continuation of customer Loyalty in using the facilities and services provided by the company, as well as to remain a customer of the company. The research types used by the writer are descriptive research and casual research. Data analysis methods used in this research are descriptive statistic, validity test, reliability test, normality test, linearity test, heteroscedasticity test,coefficient of determination, multiple linear regression equation, and Z-test. The determination test also shows that coefficient of determination value is 50,9%. Z-test result confirms that all alternative hypotheses are accepted. It can be seen from the Zcount is higher than Ztable. Which is the Zcount is 5,97 and Ztable is 1,96. The conclusion of this research is service quality has positive effect on towards customer loyalty at Wang Steamboat and Bak Kut The Medan. This research can strengthen the theory about the effect of service quality towards customer loyalty. The customer loyalty can be enhanced by the improvement of service quality."/Masalah kualitas layanan masih ditemukan keluhan dari pelanggan yang mengunjungi restoran Wang Steamboat dan Bak Kut Teh Medan tentang karyawan yang sering lambat dalam memberikan layanan, karyawan yang tidak responsif dalam melayani permintaan pelanggan, masih ada keluhan tentang makanan yang tidak sesuai menu, karyawan yang berbicara dengan sopan dikeluhkan oleh pelanggan.Ini menunjukkan bahwa kualitas layanan yang diberikan belum memenuhi harapan pelanggan. Loyalitas pelanggan secara umum dapat diartikan sebagai loyalitas seseorang terhadap suatu produk, baik barang atau jasa tertentu. Loyalitas pelanggan adalah kelanjutan dari Loyalitas pelanggan dalam menggunakan fasilitas dan layanan yang disediakan oleh perusahaan, serta untuk tetap menjadi pelanggan perusahaan. Jenis penelitian yang penulis lakukan adalah penelitian deskriptif dan penelitian kasual. Metode analisis data yang digunakan dalam penelitian ini adalah statistik deskriptif, uji validitas, uji reliabilitas, uji normalitas, uji linieritas, uji heteroskedastisitas, koefisien determinasi, persamaan regresi linier berganda, dan uji-z. Uji determinasi juga menunjukkan bahwa koefisien nilai determinasi adalah 50,9%. Hasil uji-Z menegaskan bahwa semua hipotesis alternatif diterima. Itu bisa dilihat dari Zcount lebih tinggi dari Ztable. Zcount adalah 5,97 dan Ztable adalah 1,96. Kesimpulan dari penelitian ini adalah kualitas layanan berpengaruh positif terhadap loyalitas pelanggan di Wang Steamboat dan Bak Kut Teh Medan.Penelitian ini dapat memperkuat teori tentang pengaruh kualitas layanan terhadap loyalitas pelanggan. Loyalitas pelanggan dapat ditingkatkan dengan peningkatan kualitas layanan."

Item Type: Thesis (Bachelor)
Creators:
CreatorsNIMEmail
Francisca, AngieNIM00000025005enji.francisca123@gmail.com
Contributors:
ContributionContributorsNIDN/NIDKEmail
Thesis advisorSen, JungNIDN0108018602liejungsen@gmail.com
Uncontrolled Keywords: Service quality, customer loyalty
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: University Subject > Current > Faculty/School - UPH Medan > Business School > Management
Current > Faculty/School - UPH Medan > Business School > Management
Depositing User: Users 8995 not found.
Date Deposited: 12 Aug 2020 04:26
Last Modified: 17 Jan 2022 07:44
URI: http://repository.uph.edu/id/eprint/9940

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