The influence of food quality and service quality toward customer satisfaction at The Stepping Stone Café Medan

Jonathan, Jonathan (2022) The influence of food quality and service quality toward customer satisfaction at The Stepping Stone Café Medan. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

The hospitality industry is changing rapidly, with new services being offered to meet the needs of customers. The increased competition in the industry forces businesses in this field to be innovative and keep their products and services high quality in order to please their customers. The goal of this research is to determine the customer satisfaction at The Stepping Stone Café Medan, using food quality and service quality as indicators. It shows that each food quality and service quality have a positive significant influence towards customer satisfaction, that can be identified from calculation of Tcount > Ttable. Simultaneously, the result also shows that food quality and service quality have significant influence towards customer satisfaction, that can be identified from the calculation of Fcount > Ftable. In this research, the author used quantitative research method. Data were collected through interview and questionnaire that were distributed to 97 respondents which are customers of The Stepping Stone Café Medan. Measurement of variable that is used in this research is Likert Scale and the sampling technique used is non-probability sampling which is convenience sampling. Based on the test results that were executed by utilizing SPSS Program, it shows that both food and service quality has a positive influence on customer satisfaction, that can be seen through the regression coefficient value for food quality and service quality respectively 0.103 and 0.091. The R square is 0.504, which means the independent variables are able to explain 50.4% of the dependent variables./ Industri perhotelan berubah dengan cepat, dengan layanan baru yang ditawarkan untuk memenuhi kebutuhan pelanggan. Meningkatnya persaingan di industri memaksa bisnis di bidang ini untuk menjadi inovatif dan menjaga kualitas produk dan layanan mereka untuk menyenangkan pelanggan mereka. Penelitian ini bertujuan untuk mengetahui kepuasan pelanggan di The Stepping Stone Café Medan dengan menggunakan indikator kualitas makanan dan kualitas pelayanan. Hal ini menunjukkan bahwa masing-masing kualitas makanan dan kualitas pelayanan memiliki pengaruh positif signifikan terhadap kepuasan pelanggan, yang dapat diketahui dari perhitungan thitung > ttabel. Secara simultan hasil tersebut juga menunjukkan bahwa kualitas makanan dan kualitas pelayanan berpengaruh signifikan terhadap kepuasan pelanggan, yang dapat diketahui dari perhitungan Fhitung > Ftabel. Dalam penelitian ini, penulis menggunakan metode penelitian kuantitatif. Data dikumpulkan melalui wawancara dan kuesioner yang disebarkan kepada 97 responden yang merupakan pelanggan The Stepping Stone Café Medan. Pengukuran variabel yang digunakan dalam penelitian ini adalah Skala Likert dan teknik pengambilan sampel yang digunakan adalah non-probability sampling yaitu convenience sampling. Berdasarkan hasil pengujian yang dilakukan dengan memanfaatkan Program SPSS menunjukkan bahwa kualitas makanan dan kualitas layanan berpengaruh positif terhadap kepuasan pelanggan, yang dapat dilihat melalui nilai koefisien regresi untuk kualitas makanan dan kualitas layanan masing-masing sebesar 0,103 dan 0,091. R square sebesar 0,504 yang berarti variabel bebas mampu menjelaskan 50,4% variabel terikat.

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