Natasya, Vivie (2022) The influence of service quality and food quality toward customer satisfaction at Paradise Dynasty Center Point Medan. Bachelor thesis, Universitas Pelita Harapan.
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Abstract
Food and beverage business has been quickly expanding, resulting in
increased competition. This study aims to determine how important Service Quality
and Product Quality influence customer satisfaction at Paradise Dynasty Center Point
Restaurant Medan. The theory used in this study relates to the theory of Service
Quality, Food Quality, and Customer Satisfaction. This research was conducted from
March 20th,
2022 until April 21st,
2022 at Paradise Dynasty Center Point, Medan. The
writer comes to the restaurant 1 ½ hours of the duration to survey the restaurant and
the writer also spread questionnaires online to conduct the data from Paradise Dynasty
Center Point Medan.
The findings of this study indicate a positive relationship between the
variables X1 "Service Quality," X2 "Food Quality", and Y "Customer Satisfaction".
This shows that Service Quality, Food Quality, and Customer Satisfaction have been
implemented well at the Paradise Dynasty Center Point Restaurant Medan.
The research design that has been used in this research is quantitative research
methods. The population was the customer who has been visited Paradise Dynasty
Center Point Medan. The sampling method that writer use is Convenience Sampling
which is contained in non – probability Sampling.
The writer used multiple linear regression analysis to prove the relationship
between the variables X1, X2, and Y. It was found that if the variables of Customer
Satisfaction and Food Quality were both 0, then the value of customer satisfaction was
3.408. Furthermore, a one-point increase in Service Quality leads to a 0.237 increase
in customer satisfaction. On the other hand, increasing one value in Food Quality will
increase customer satisfaction by 0.731.
However, based on the descriptive statistical average score, the results of
Service Quality and Food Quality indicate that the restaurant still has to improve in
providing service and food appropriately so that customers are satisfied by buying food
at the Paradise Dynasty Center Point Medan restaurant./Bisnis food and beverage telah berkembang pesat, mengakibatkan
meningkatnya persaingan. Penelitian ini bertujuan untuk mengetahui seberapa
penting Kualits Pelayanan dan Kualitas Makanan mempengaruhi Kepuasan
Pelanggan di Restoran Paradise Dynasty Center Point Medan. Teori yang digunakan
dalam penelitian ini berkaitan dengan teori Kualitas Service, Kualitas Makanan
danKepuasan Pelanggan. Penelitian ini dilaksanakan pada tanggal 20 Maret 2022
sampai dengan 21 April 2022 di Paradise Dynasty Center Point, Medan. Penulis
datang ke restoran 1½ jam lamanya untuk survei restoran dan penulis juga
menyebarkan kuesioner online untuk melakukan data dari Paradise Dyasnty Center
Point Medan
Penelitian ini menunjukkan adanya hubungan positif antara variabel X1
“Kualitas Pelayanan”, X2 “Kualitas Makanan”, dan Y “Kepuasan Pelanggan”. Hal
ini menunjukkan bahwa Kualitas Pelayanan, Kualitas Makanan dan Kepuasan
Pelayanan telah diterapkan dengan baik di Restoran Paradise Dynasty Center Point
Medan.
Desain penelitian yang digunakan dalam penelitian ini adalah metode
penelitian kuantitatif. Populasi dalam penelitian ini adalah pelanggan yang pernah
berkunjung ke Paradise Dynasty Center Point Medan. Metode pengambilan sampel
yang penulis gunakan adalah convenience sampling yang terdapat di dalam non –
probability sampling.
Penulis menggunakan analisis regresi linier berganda untuk membuktikan
hubungan antara variabel X1, X2, dan Y. Diketahui bahwa jika variabel Kepuasan
Pelanggan dan Kualitas Makanan sama-sama 0, maka nilai kepuasan pelanggan
adalah 3,408. Selanjutnya, peningkatan satu poin dalam Kualitas Layanan mengarah
ke peningkatan 0,237 dalam kepuasan pelanggan. Sebaliknya, peningkatan satu nilai
dalam Food Quality akan meningkatkan kepuasan pelanggan sebesar 0,731.
Namun berdasarkan skor rata-rata statistik deskriptif, hasil Kualitas
Pelayanan dan Kualitas Makanan menunjukkan bahwa restoran masih harus
meningkatkan dalam memberikan pelayanan dan makanan dengan tepat agar
pelanggan puas dengan membeli makanan di restoran Paradise Dynasty Center Point
Medan.
Item Type: | Thesis (Bachelor) |
---|---|
Creators: | Creators NIM Email ORCID Natasya, Vivie NIM03013180005 vn80005@student.uph.edu UNSPECIFIED |
Contributors: | Contribution Contributors NIDN/NIDK Email Thesis advisor Putra, Ali Syah NIDN0108128102 alisyahputrafu@gmail.com |
Uncontrolled Keywords: | service quality; food quality; customer satisfaction |
Subjects: | H Social Sciences > H Social Sciences (General) 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 22629 not found. |
Date Deposited: | 20 Aug 2022 15:29 |
Last Modified: | 20 Aug 2022 15:29 |
URI: | http://repository.uph.edu/id/eprint/49791 |