The influence of service quality towards customer satisfaction at PT Maju Ramen Utama, Medan

Adine, Jasmine (2021) The influence of service quality towards customer satisfaction at PT Maju Ramen Utama, Medan. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Descriptive and causal study are used to analyse the sample of 125 respondents gathered by the writer. The respondents are customers of PT Maju Ramen Utama that are taken using accidental sampling method. The questionnaires used have passed the reliability and validity test before used. The datas also passed normality, heteroscedasticity and linearity test. Determination test shows that 40.9% of customer satisfaction can be explained by the service quality. The hypothesis t-test concluded that Service Quality has influence on the Customer Satisfaction at PT Maju Ramen Utama, Medan. The company is suggested to held training programs to increase employee’s responsiveness and speed to avoid long wait and supervising is needed for new workers. Putting up new menu, events or renew their beverage and spread news though social media are also recommended to increase customer’s excitement towards the restaurant leading to satisfaction. / Studi deskriptif dan kausal digunakan untuk menganalisis sampel dari 125 responden yang dikumpulkan oleh penulis. Responden adalah pelanggan PT Maju Ramen Utama yang diambil dengan metode accidental sampling. Kuesioner yang digunakan telah lulus uji reliabilitas dan validitas sebelum digunakan. Data juga lolos uji normalitas, heteroskedastisitas dan linieritas. Uji determinasi menunjukkan bahwa 40,9% kepuasan pelanggan dapat dijelaskan oleh kualitas layanan. Uji hitpotesis t-test menyimpulkan bahwa Kualitas Pelayanan berpengaruh terhadap Kepuasan Konsumen PT Maju Ramen Utama Medan. Perusahaan disarankan untuk mengadakan program pelatihan untuk meningkatkan respons dan kecepatan karyawan agar tidak menyebabkan antrian panjang serta diperlukan pengawasan bagi pekerja baru. Menempatkan menu baru, acara atau memperbarui menu minuman dan menginformasikannya melalui media sosial juga disarankan untuk meningkatkan keingintahuan pelanggan terhadap restoran yang dapat mengarah pada kepuasan.

Item Type: Thesis (Bachelor)
Creators:
CreatorsNIMEmail
Adine, JasmineNIM00000025104jasmine_adine@yahoo.com
Contributors:
ContributionContributorsNIDN/NIDKEmail
Thesis advisorEddy, EddyNIDN0110018704eddy.mdn@lecture.uph
Uncontrolled Keywords: service quality, customer satisfaction, entrepreneur, family business
Subjects: H Social Sciences > H Social Sciences (General)
H Social Sciences > HD Industries. Land use. Labor
H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: University Subject > Current > Faculty/School - UPH Medan > Business School > Management
Current > Faculty/School - UPH Medan > Business School > Management
Depositing User: Users 18839 not found.
Date Deposited: 17 Aug 2021 05:44
Last Modified: 18 Jan 2022 02:24
URI: http://repository.uph.edu/id/eprint/41656

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