The influence of product quality and service quality on customer satisfaction at Alka Coffeeshop, Medan

Jansen, Jansen (2022) The influence of product quality and service quality on customer satisfaction at Alka Coffeeshop, Medan. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Alka coffeeshop provides an affordable local Sumatera coffee with modern brewing method. Throughout a year, the internal assessment shows that there are significant number of bad assessments regarding the product and service in certain months. The purpose of this research is to identify whether product quality and service quality have influence on customer satisfaction at Alka coffeeshop, Medan. A product or service with high quality often perceived by customer with expression of the satisfaction. Customer satisfaction can be viewed as a result provider’s performance in providing product or service that can fulfill the customer expectation towards product or service. The research method used in this research is quantitative with descriptive and causal approach. In this research, the writer used a non-probability sampling method where the sample was taken by convenience sampling. The sample size of this research is 54. The test of research intrument shows that the question used for the questionnaire are valid and reliable. The data quality testing indicates that the questionnarie are normally distributed and this research is also free from multicollinearity and heteroscedasticity issue. The result hypothesis testing indicates that both product quality and service quality have partial and simultaneous influence on customer satisfaction at Alka coffeeshop, Medan. The writer recommend Alka coffeeshop to increase new product awareness by utilizing online media platform, adding smoking room facility for the customer who smokes, and creating a special offers for customer who provide referral or recommendation to their friends to encourage them to recommend the coffeeshop./ Alka coffeeshop menyediakan kopi lokal Sumatera yang diolah dengan modern dengan harga yang terjangkau. Selama 2021, penilaian internal menunjukan penilaian buruk yang cukup signifikan terhadap produk dan pelayanan pada bulan tertentu. Tujuan penelitian ini adalah untuk mengetahui apakah kualitas produk dan kualitas servis memiliki pengaruh terhadap kepuasan pelanggan di Alka coffeeshop, Medan. Produk atau pelayanan dengan kualitas tinggi sering dirasakan oleh pelanggan dengan menunjukan kepuasan mereka. Kepuasan pelanggan dapat dianggap sebagai hasil dari performa dari penyedia dalam memberikan produk atau servis yang dapat memenuhi harapan pelanggan. Metode penelitian yang digunakan pada penelitian ini adalah metode kuantitatif dengan pendekatan deskriptif dan kausal. Pada penelitian ini, penulis menggunakan metode non-probability sampling dimana sample diperoleh melalui convenience sampling. Jumlah sampel pada penelitian berjumlah 54. Hasil tes intrumen penelitian menunjukan pertanyaan yang digunakan pada kuesioner penelitian ini valid dan reliabel. Uji kualitas data menunjukan kuesioner tersebar secara normal and penelitian ini juga terbebas dari masalah multikolinearitas dan heteroskedastisitas. Hasil uji hipotesis menunjukan kualitas produk dan kualitas servis memiliki pengaruh parsial dan juga simultan terhadap kepuasan pelanggan. Dapat disimpulkan kualitas produk dan kualitas pelayanan memiliki pengaruh terhadap kepuasan pelanggan di Alka coffeeshop. Selanjutnya, penulis merekomendasikan Alka coffeeshop untuk meningkatkan kesadaran akan produk baru mereka dengan cara melakukan promosi pada media sosial, menambahkan fasilitas smoking room, dan juga memberikan penawaran spesial bagi pelanggan dengan tujuan mendorong pelanggan untuk merekomendasikan Alka coffeeshop.

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