The effect of service quality and food quality to customer satisfaction in warunk upnormal Medan

Halim, Johannes (2020) The effect of service quality and food quality to customer satisfaction in warunk upnormal Medan. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Nowadays, the restaurant industry is not free of service problems. This industry has a goal to satisfy customers. Because there is a lot of competitors, restaurant owners must continue to innovate and continue to maintain the quality of service and food quality to maintain service quality. Because service quality is the core of this industry. The present study aims to measure the service satisfaction at the Warunk Upnormal Medan. In this study the SERVQUAL and food quality have been applied, for the SERVQUAL examine to five dimensions which are tangible, reliable, responsiveness, assurance, empathy, and for food quality also has five dimensions which are performance, additional features or features, reliability, compliance with specifications, and durability. For partially show that service quality has a effect to customer satisfaction, and partially show for food quality variable also has a effect to customer satisfaction can be seen by calculation Tcount> Ttable. And for simultaneously service quality and food quality has a effect to customer satisfaction, can be seen by calculation Fcount> Ftable. In this research, the method used by the writer is the quantitative analysis method. The data were collected through interviews, observation, and questionnaires that were distributed to 124 guests via Social Media. This study used a convenience sampling method as samples to be testing using SPSS. The scale used to measure variables is the Likert scale. Based on the results, it revealed that service quality has a positive correlation with customer satisfaction, with the regression coefficient for SERVQUAL value of 0.427 and Food Quality of 0,252. The value of the determination coefficient R2 is 0.747. This value means that service quality (X) simultaneously influences customer satisfaction (Y) equal to 74,7%, and the rest of 25,3% is influenced by other factors. The results of the study proved that the quality of service did influence customer satisfaction at Warunk Upnormal Medan. The leaders of Warunk Upnormal Medan are advised to improve service quality and food quality. In terms of customer satisfaction, the company is advised to provide a suggestion box and ask for responses to the quality of service and quality of food provided by the company. / Saat ini, industri restoran tidak bebas dari masalah layanan. Industri ini memiliki tujuan untuk pelanggan. Karena ada banyak pesaing, pemilik restoran harus terus berinovasi dan terus menjaga kualitas layanan dan kualitas makanan untuk menjaga kualitas layanan. Karena kualitas layanan adalah inti dari industri ini. Penelitian ini bertujuan untuk mengukur kepuasan layanan di Warunk Upnormal Medan. Dalam penelitian ini SERVQUAL dan kualitas makanan telah diterapkan, untuk pemeriksaan SERVQUAL ke lima dimensi yang berwujud, dapat diandalkan, daya tanggap, jaminan, empati, dan untuk kualitas makanan juga memiliki lima dimensi yaitu kinerja, fitur atau fitur tambahan, keandalan, kesesuaian dengan spesifikasi, dan daya tahan. Untuk secara parsial menunjukkan bahwa kualitas layanan berpengaruh terhadap kepuasan pelanggan, dan sebagian menunjukkan untuk variabel kualitas makanan juga berpengaruh terhadap kepuasan pelanggan dapat dilihat dengan perhitungan Tcount> Ttable. Dan untuk kualitas layanan secara bersamaan dan kualitas makanan berpengaruh pada kepuasan pelanggan, dapat dilihat dengan perhitungan Fhitung> Ftabel. Dalam penelitian ini, metode yang digunakan oleh penulis adalah metode analisis kuantitatif. Data dikumpulkan melalui wawancara, observasi, dan kuesioner yang dibagikan kepada 124 tamu melalui Sosial Media. Penelitian ini menggunakan metode convenience sampling sebagai sampel yang akan diuji menggunakan SPSS. Skala yang digunakan untuk mengukur variabel adalah skala likert. Berdasarkan hasil, terungkap bahwa kualitas layanan memiliki korelasi positif dengan kepuasan pelanggan, dengan koefisien regresi untuk nilai SERVQUAL 0,422 dan Kualitas Makanan 0,252. Nilai koefisien determinasi R2 adalah 0,747. Nilai ini berarti bahwa kualitas layanan (X) secara simultan mempengaruhi kepuasan pelanggan (Y) sebesar 74,7%, dan sisanya sebesar 25,3% dipengaruhi oleh faktor lain. Hasil penelitian terbukti bahwa kualitas layanan memang berpengaruh terhadap kepuasan pelanggan di Warunk Upnormal Medan. Para pemimpin Warunk Upnormal Medan disarankan untuk meningkatkan kualitas layanan dan kualitas makanan. Dalam hal kepuasan pelanggan, perusahaan disarankan untuk memberikan kotak saran dan meminta tanggapan terhadap kualitas layanan dan kualitas makanan yang disediakan oleh perusahaan.

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