The influence of service quality towards customer satisfaction at Opal Coffee Medan

Munthe, Raila Ania (2021) The influence of service quality towards customer satisfaction at Opal Coffee Medan. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

The aim of this study was to examine the influence of service quality and towards customer satisfaction Opal Coffee Medan. Penurunan kepuasan konsumen terlihat dari komplain yang masih ditemukan dan disampaikan oleh konsumen kepada pihak manajemen karena pelayanan yang masih belum responsif dalam melayani pelanggan. Consumers are rarely satisfied when the quality of the services delivered falls short of their expectations. It is established that service quality is defined as the gap between consumers' expectations of a service and their actual satisfaction with the service following its use. Quantitative research and using descriptive with causal study are used to analyze the sample of 43 respondents. The respondents are 96 respondents from Opal Coffee Medan are taken using nonprobability sampling criteria using incidental sampling. Distribution of the questionnaires conducted has passed the validity and reliability test. The data tested also passed the normality test, multicollinearity test, and heteroscedasticity tests. The value on the coefficient of determination shows 54.6% that service quality influence to customer satisfaction. It can be suggested to Opal Coffee Medan, needs to pay special attention to complaints from consumers that have not been handled properly also there are several menus with higher prices than other menus so that customers can choose the menu and there is a need for variations of several menus with quality ingredients so that customers are comfortable in choosing the menu provided/Penelitian ini bertujuan untuk menguji pengaruh kualitas pelayanan terhadap kepuasan pelanggan Opal Coffee Medan. Penurunan kepuasan konsumen dari komplain yang masih terlihat dan disampaikan oleh konsumen kepada pihak manajemen karena pelayanan yang masih belum responsif dalam melayani pelanggan. Konsumen jarang merasa puas ketika kualitas layanan yang diberikan tidak sesuai dengan harapan mereka. Ditetapkan bahwa kualitas layanan didefinisikan sebagai kesenjangan antara harapan konsumen dari layanan dan kepuasan aktual mereka dengan layanan berikut penggunaannya. Penelitian kuantitatif dan deskriptif dengan studi kausal digunakan untuk menganalisis sampel sebanyak 43 responden. Responden berjumlah 96 responden Opal Coffee Medan yang diambil dengan menggunakan kriteria nonprobability sampling menggunakan insidental sampling. Penyebaran kuesioner yang dilakukan telah melewati uji validitas dan reliabilitas. Data yang diuji juga lolos uji normalitas, uji multikolinearitas, dan uji heteroskedastisitas. Nilai pada koefisien determinasi menunjukkan 54,6% bahwa kualitas pelayanan berpengaruh terhadap kepuasan pelanggan. Disarankan kepada Opal Coffee Medan, perlu memberikan perhatian khusus terhadap keluhan dari konsumen yang belum tertangani dengan baik juga terdapat beberapa menu dengan harga yang lebih mahal dari menu lainnya agar pelanggan dapat memilih menu tersebut dan perlu adanya variasi menu. beberapa menu dengan bahan yang berkualitas sehingga pelanggan nyaman dalam memilih menu yang disediakan.

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