The influence of food safety procedure towards customer retention in Sushi Tei Medan

Femmy, Femmy (2021) The influence of food safety procedure towards customer retention in Sushi Tei Medan. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

In this era, the number of food and beverage businesses continues to increase every year. The inability to attract new customers or retain existing customers is most likely the reason for business closure. Furthermore, people will not come and purchase a product if they are unsure about its quality or safety. Food & Beverage industry that serves contaminated food are putting customers at high danger and risk of foodborne illness and disease, which will also damage the company’s reputation and image, and have a negative impact on sales. This research uses quantitative research approach to study the relationship between the two variables. Data collection was carried out by distributing questionnaires for customers who have ever bought and consume (dine-in or take away) at Sushi Tei Medan twice in the last two years with adaptation to convenience sampling, which were then tested using linear regression, correlation coefficient, coefficient of determination and hypothesis testing to analyze the influence of food safety procedure towards customer retention in Sushi Tei Medan. The questionnaire used has been tested using the research instrument test. The purpose of this study is to analyze the influence of food safety procedures towards customer retention and how it is applied in Sushi Tei Medan. Through this research it can be concluded that food safety procedures indeed have a significant influence on customer retention at Sushi Tei Medan. In addition, the findings show about the food safety procedures and customer retention programs implemented at Sushi Tei Medan./Pada masa sekarang, jumlah usaha makanan dan minuman terus meningkat setiap tahunnya. Ketidakmampuan untuk menarik pelanggan baru atau mempertahankan pelanggan yang sudah ada kemungkinan besar menjadi alasan penutupan bisnis. Selain itu, orang tidak akan datang dan membeli produk jika mereka tidak yakin dengan kualitas atau keamanannya. Industri Makanan & Minuman yang menyajikan makanan yang terkontaminasi menempatkan pelanggan pada risiko tinggi dan bahaya penyakit dan penyakit bawaan makanan, yang juga akan merusak reputasi dan citra perusahaan, serta berdampak negatif pada penjualan. Penelitian ini menggunakan pendekatan penelitian kuantitatif untuk mempelajari hubungan kedua variabel. Pengumpulan data dilakukan dengan menyebarkan kuesioner kepada pelanggan yang makan dua kali dalam dua tahun terakhir di Sushi Tei Medan dengan adaptasi convenience sampling, yang kemudian diuji menggunakan regresi linier, koefisien korelasi, koefisien determinasi dan pengujian hipotesis untuk menganalisis pengaruh prosedur keamanan pangan terhadap retensi pelanggan di Sushi Tei Medan. Kuesioner yang digunakan telah diuji dengan menggunakan tes instrumen penelitian. Tujuan dari penelitian ini adalah untuk menganalisis pengaruh prosedur keamanan pangan terhadap retensi pelanggan dan bagaimana penerapannya di Sushi Tei Medan. Melalui penelitian ini dapat disimpulkan bahwa prosedur keamanan pangan berpengaruh signifikan terhadap retensi pelanggan di Sushi Tei Medan. Selain itu, temuan menunjukkan tentang prosedur keamanan pangan dan program retensi pelanggan yang diterapkan di Sushi Tei Medan.

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