Pengaruh kualitas makanan, kualitas layanan, kualitas lingkungan fisik, dan protokol kesehatan COVID-19 terhadap kepuasan pelanggan di KFC St Mark Lippo Village selama masa pandemi

Wikumala, Agatha Putri (2021) Pengaruh kualitas makanan, kualitas layanan, kualitas lingkungan fisik, dan protokol kesehatan COVID-19 terhadap kepuasan pelanggan di KFC St Mark Lippo Village selama masa pandemi. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Kepuasan pelanggan menjadi salah satu faktor penting bagi semua jenis restoran. Maka dari itu, penelitian ini ditujukan untuk menganalisis pengaruh kualitas makanan, kualitas layanan, kualitas lingkungan fisik, dan protokol kesehatan COVID-19 terhadap kepuasan pelanggan di KFC St Mark Lippo Village selama masa pandemi. Metode penelitian yang digunakan adalah penelitian kuantitatif. Metode sampel yang digunakan dalam penelitian ini adalah nonprobability sampling dengan teknik purposive sampling. Metode pengumpulan data yang digunakan adalah kuesioner daring (dalam jaringan), wawancara dan observasi. Populasi penelitian ini adalah warga negara Indonesia yang pernah berkunjung ke KFC St Mark Lippo Village sedangkan sampelnya adalah warga negara Indonesia yang pernah mengunjungi KFC St Mark Lippo Village pada bulan Maret hingga Oktober 2020. Metode analisis data yang digunakan adalah analisis verifikatif dan analisis kuantitatif dengan menggunakan perangkat lunak SPSS. Setelah dilakukan penelitian, hasil menunjukan bahwa kualitas makanan, kualitas layanan, kualitas lingkungan fisik, dan protokol kesehatan COVID-19 mempengaruhi kepuasan pelanggan di KFC St Mark Lippo Village. Adapun saran untuk penelitian selanjutnya disarankan untuk menggunakan ukuran sampel yang lebih besar dan desain pengambilan sampel yang lebih luas. / Customer satisfaction is one of the most important factors to all types of restaurants. Therefore, this research is aimed to analyze the impact of food, service, and environment quality along with COVID-19 health protocol on customers satisfaction at KFC St Mark Lippo Village during COVID-19 pandemic. This research uses a quantitative method with purposive sampling technique as the nonprobability sampling method. As the way of collecting data, authors use an online questionnaires, interviews, and observations. The population included in this research was Indonesian citizens who have visited KFC St Mark Lippo Village, which the sample was Indonesian citizens who have visited KFC St Mark Lippo Village from March until October 2020. Authors use the verification and quantitative analysis by SPSS software as the analysis method.  After conducting the research, the results show that there are impacts of food, service, and physical environment quality along with COVID-19 health protocol on customers satisfaction at KFC St Mark Lippo Village. As the suggestions for further research, authors recommend to use larger sample and wider sampling design.

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