The influence of food quality management towards customer satisfaction at Soho Restaurant & Bar Medan

Claresta, Vivian Lois (2019) The influence of food quality management towards customer satisfaction at Soho Restaurant & Bar Medan. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Hospitality Industry is the one of the biggest and quickest developing industries in the world. In this industry, individuals come from different places and eat in the restaurant. Food is one of the real incomes from a restaurant. One of the challenge in Soho Restaurant and Bar Medan is to improve the food quality and increase customer satisfaction. To increase customer satisfaction, restaurant manager must make innovations that provide satisfaction with the needs and desires of consumers. One of the reasons for customers to do return in a restaurant is because of the quality of food. Customers are ready to pay extra, if quality of food is great (Ryu et al., 2012). There are other five food qualities which are food should be freshly served, delicious, has nutritive value various types of menu and customerengaged food (Ahmad A. Al-Tit, 2015). This study used quantitative research design. Data analysis methods used in this research are descriptive statistic, coefficient of correlation, coefficient of determination, linear regression analysis and hypothesis testing using T test. The result of coefficient of determination (R2) that Food Quality has significant influence Customer Satisfaction at Soho Restaurant & Bar. The hypothesis was tested by distributing questionnaire to 36 people of the sample. The degree of freedom is 36-2 = 34 where the Ttable value is = 2.03224 on significant α = 0.05 and the Tcount value for independent variable is = 3.012 It can be concluded that Ho is rejected and the result Tcount value is 3.012. It means Tcount is higher than the value of Ttable. Therefore, hypothesis alternative (Ha) is accepted that food quality has significant influence towards customer satisfaction at Soho Restaurant & Bar Medan.

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