The effect of food quality and physical environment towards customer satisfaction at Warung Kinta, Medan

Vivianna, Vivianna (2022) The effect of food quality and physical environment towards customer satisfaction at Warung Kinta, Medan. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Warung Kinta is a restaurant that was established in 2020 that located at Jl Cemara Asri Boulevard Raya Asri No.94. The objective of this research is to find out whether Food Quality and Physical Environment have an effect on Customer Satisfaction at Warung Kinta, Medan. The food and beverage industry nowadays is growing. Hence, the restaurant needs to pay attention to the food quality and the physical environment which is an advantage in obtaining customer satisfaction. This research was conducted from March 26th, 2022 until April 16th, 2022 at Warung Kinta, Medan. The writer came to the restaurant 1 hour until 2 hours of the duration and 5 times to find out the data obtained from the questionnaire that was distributed to was customers at Warung Kinta Medan. In this research, the writer used a quantitative research design and using IBM SPSS V.25 application. The target population customers of Warung Kinta is 97 customers through the convenience sampling method and the data was collected by distributing the questionnaire to customers of Warung Kinta. The result of the hypothesis tests shows that food quality and physical environment partially and simultaneously affect customer satisfaction. Data analysis results show the independent variables have an effect of 53.5% on customer satisfaction at the same time. In this research, the validity, reliability, normality, multicollinearity, heteroscedasticity, and multiple linear regression test has passed. The recommendation for the company is always to check the customer orders before serving to them, renew all the facilities that make the environment more attractive and also ask for suggestions and feedback that will help Warung Kinta to pay attention more to that kinds of things that can increase customers satisfaction. / Warung Kinta adalah restoran yang berdiri sejak tahun 2020 yang beralamat di Jl Cemara Asri Boulevard Raya asri No.94. Penelitian ini bertujuan untuk mengetahui apakah Kualitas Makanan dan Lingkungan Fisik berpengaruh terhadap Kepuasan Pelanggan pada Warung Kinta Medan. Industri makanan dan minuman saat ini semakin berkembang. Oleh karena itu, penting bagirestoran untuk memperhatikan kualitas makanan dan lingkungan fisik yang merupakan keuntungandalam memperoleh kepuasan pelanggan. Penelitian ini dilaksanakan pada tanggal 26 Maret 2022 sampai dengan 16 April 2022 di Warung Kinta Medan. Penulis datang ke restoran 1 jam sampai 2 jam lamanya dan 5 kali untuk mengetahui data yang diperoleh dari kuesioner yang dibagikan kepada pelanggan di Warung Kinta Medan. Dalam penelitian ini penulis menggunakan desain penelitian kuantitatif dan menggunakanaplikasi IBM SPSS V.25. Populasi target pelanggan Warung Kinta adalah 97 pelanggan melalui metode convenience sampling dam pengumpulan data dilakukan dengan menyebarkan kuesioner kepada pelanggan Warung Kinta. Hasil uji hipotesis menunjukkan bahwa kualitas makanan dan lingkungan fisik secara parsial dan simultan berpengaruh terhadap kepuasan pelanggan. Hasil analisis data menunjukkan variabel independen berpengaruh sebesar 53,5% terhadap kepuasan pelanggan secara bersamaan. Dalam penelitian ini telah lolos uji validitas, reliabilitas, normalitas, multikolinearitas, heteroskedastisitas, dan regresi linier berganda. Saran bagi perusahaan adalah selalu memeriksa pesanan pelanggan sebelum disajikan kepada mereka, memperbarui semua fasilitas yang membuat lingkungan lebih menarik dan juga meminta saran dan umpan balik yang akan membantu Warung Kinta untuk lebih memperhatikan hal-hal semacam itu yang dapat meningkatkan pelanggan kepuasan.

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