Angelina, Meirytha (2022) The influence of service quality and food quality towards customer satisfaction at Izumiya Restaurant Medan. Bachelor thesis, Universitas Pelita Harapan.
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Abstract
In today’s era, many entrepreneurs are competing to open a culinary business, considering that this business is growing rapidly. The most important thing that must be considered by culinary owners is customer satisfaction. They must be able to attract the attention of customers and make them satisfied, therefore several things must be considered to make customers satisfied, which are service quality, food quality, and many more. The purpose of this study was to measure customer satisfaction at Izumiya restaurant Medan by using service quality and food quality as measurements. The research method used in this study is quantitative. The data is collected by distributing the questionnaire through media social platforms. In this study, the authors used a non-probability sampling method where the sample was taken by convenience sampling and purposive sampling. In analyzing the data, the author uses SPSS 25 statistic program. Based on the results of data analysis, service quality and food quality showed a positive influence on customer satisfaction. The regression coefficient value for service quality is 0.529, while the regression coefficient value for food quality is 0.412. In addition, the value of the coefficient of determination for both variables is 0.548, which means that both variables can explain customer satisfaction by 54% and the other 46% is influenced by other factors that are not analyzed in this research. Furthermore, the author recommended the restaurant to do handling complaint training for the staff and try to research the portion of the food. / Sekarang, banyak pengusaha bersaing untuk membuka bisnis kulinari, mengingat bisnis ini sedang berkembang pesat. Hal yang paling penting yang harus diperhatikan oleh para pengusaha kulinari ini adalah kepuasan pelanggan. Mereka harus bisa menarik perhatian pelanggan dan membuat mereka puas dengan apa yang ditawarkan, oleh karena itu ada beberapa hal yang harus diperhatikan untuk membuat pelanggan puas adalah kualitas pelayanan, kualitas makanan dan lainnya. Penelitian ini akan berfokus di satu tempat yaitu Izumiya Restoran Medan. Tujuan dari penelitian ini adalah untuk mengukur kepuasan pelanggan di Izumiya Restoran Medan dengan menggunakan kualitas servis dan kualitas makanan sebagai pengukurannya. Metode penelitian yang digunakan dalam penelitian ini adalah metode kuantitatif. Pengumpulan data untuk analisis adalah melalui penyebaran kuesioner secara daring Dalam penelitian ini penulis menggunakan metode non-probability sampling dimana sampel diambil dengan convenience sampling dan purposive sampling. Dalam menganalisis data, penulis menggunakan SPSS 25 statistik program. Berdasarkan hasil analisis data, kualitas pelayanan dan kualitas makanan menunjukkan adanya pengaruh positif terhadap kepuasan pelanggan. Nilai koefisien regresi untuk kualitas pelayanan adalah 0,529, sedangkan nilai koefisien regresi untuk kualitas makanan adalah 0,412. Selanjutnya nilai koefisien determinasi untuk variabel kedua tersebut adalah 0,548 yang artinya variabel kedua tersebut dapat menjelaskan kepuasaan pelanggan sebesar 54% dan 46% lainnya dipengaruhi oleh faktor lain yang tidak diuji dalam penelitian ini. Selanjutnya, penyulis menyarankan kepada pihak restoran untuk melakukan pelatihan penanganan pengaduan dari pelanggan dan mencoba melakukan penelitian tentang porsi makanan.
Item Type: | Thesis (Bachelor) | ||||||||
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Uncontrolled Keywords: | service quality; food quality; customer satisfaction | ||||||||
Subjects: | 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 |
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Depositing User: | Users 19023 not found. | ||||||||
Date Deposited: | 24 Feb 2022 02:38 | ||||||||
Last Modified: | 24 Feb 2022 02:38 | ||||||||
URI: | http://repository.uph.edu/id/eprint/46656 |
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