The role of communication towards food and beverage department service quality at junction café medan

Fiona, Felizha (2019) The role of communication towards food and beverage department service quality at junction café medan. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Lately, competition among service companies is very tight that forces them looking for ways to be one step ahead of their competitors. The purpose of the research is to discuss the relationship between role of communication and service quality at Junction Café Medan. Communication happens everytime, everywhere, however, and with anyone. It’s one significant aspects in running a business. Service quality will be good if the employee provides service in accordance with and even exceeds the existing procedures. Communication has an important role in a company, as well as quality of service. This quantitative descriptive research was conducted on 83 customers of Junction Café Medan through convenience sampling. As the data were collected by valid and reliable questionnaire and collected data were analyzed by IBM SPSS.The result shows that communication has a role towards service quality. It is known based on the calculation of the coefficient of determination the influence of communication is 56.6% and the remaining 43.4% is influenced by other variables outside this research. In this research, alternative hypothesis is accepted. It is recommended that Junction Cafe Medan should pay attention towards the role of communication and make sure that the employee always be more careful in taking orders to avoid mistakes as much as possible.

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