The influence of service quality and product quality toward customer satisfaction at Kopeakoe

Edgina, Edgina (2022) The influence of service quality and product quality toward customer satisfaction at Kopeakoe. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

The food and beverage industry is constantly developing, including the restaurant industry. Hence, it is important to give the best dining experience, including service quality, and product quality, and to gain competitive advantages, such as customer satisfaction. This research was conducted at Kopeakoe. The objective of this research is to describe the implementation of service quality and product quality at Kopeakoe. This research also aims to identify the influence of service quality and product quality, towards customer satisfaction, both individually and simultaneously. This research was conducted using quantitative, descriptive, and causal approaches. The target population is customers of Kopeakoe, and 97 people were sampled through convenience sampling. Data is collected by distributing questionnaires to customers of Kopeakoe. The result of the T-test shows that T value of service quality and product quality, are 2.996 and 9.164 which is lower than 0.05 consecutively. H1 and H2 are accepted. The result of the F-test is F value 76.550 > F table (3.09), therefore H3 is accepted. Determination test has a value of 0.620 based on the SPSS output, meaning that 62% of service quality and product quality could explain the customer satisfaction at Kopeakoe. The result of multiple linear regression has the result of Y= -0.152 + 0.232X1 + 0.961X2 The findings of this research are service quality and product quality significantly influence customer satisfaction. Meanwhile, all of the independent variables simultaneously influence customer satisfaction. This research is conducted during pandemic situation that took 6 months from November 2021 until April 2022./ Industri makanan dan minuman terus berkembang, termasuk industri restoran. Oleh karena itu, penting untuk memberikan pengalaman bersantap terbaik, termasuk kualitas layanan, kualitas produk, dan untuk mendapatkan keunggulan kompetitif, seperti kepuasan pelanggan. Penelitian ini dilakukan di Kopeakoe. Tujuan dari penelitian ini adalah untuk mendeskripsikan implementasi kualitas layanan dan kualitas produk di Kopeakoe. Penelitian ini juga bertujuan untuk mengidentifikasi pengaruh kualitas layanan dan kualitas produk, terhadap kepuasan pelanggan, baik secara individu maupun simultan. Kepuasan pelanggan, baik secara individu maupun simultan. Penelitian ini dilakukan dengan menggunakan pendekatan kuantitatif, deskriptif, dan kausal. Populasi sasaran adalah pelanggan Kopeakoe, dan 97 orang diambil sampelnya melalui convenience sampling. Data dikumpulkan dengan menyebarkan kuesioner kepada pelanggan Kopeakoe. Hasil Uji-T menunjukkan bahwa nilai T kualitas layanan dan kualitas produk, adalah 2,996 dan 9,164 yang lebih rendah dari 0,05 berturut-turut. H1 dan H2 diterima. Hasil uji-F adalah nilai f 76,550 > tabel F (3,09), oleh karena itu H3 diterima. Uji determinasi memiliki nilai 0,620 berdasarkan output SPSS, artinya 62% kualitas layanan dan kualitas produk dapat menjelaskan kepuasan pelanggan di Kopeakoe. Hasil regresi linier berganda memiliki hasil Y = -0,152 + 0, 232X1 + 0, 961X2 Temuan dari penelitian ini adalah kualitas layanan dan kualitas produk secara signifikan mempengaruhi kepuasan pelanggan. Sementara itu, semua variabel independen secara simultan mempengaruhi kepuasan pelanggan. Penelitian ini dilakukan selama situasi pandemi yang dalam waktu 6 bulan dari November 2021 hingga April 2022.

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