The influence of food quality and service quality toward customer satisfaction at Rumah Makan 888 Chinese Food Siantar

Kosasih, Cindy (2022) The influence of food quality and service quality toward customer satisfaction at Rumah Makan 888 Chinese Food Siantar. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

The growth of the culinary business continues to increase and with this influence competition between businesses began difficult and tight. Therefore, business owners must try to create more value than other competitors as competitive advantage. In the culinary business, food quality and service quality can be a competitive advantage and a way to get customer satisfaction. Rumah Makan 888 Chinese Food Siantar is being object of this research. The purpose of this research is to test whether food quality and service quality influence customer satisfaction. Process of this research by distributing the questionnaires to 30 people with aim of testing validity and reliability of questionnaires. After that, the questionnaires were distributed to 97 people as sample data and analyzed by normality test, heteroscedasticity test, multicollinearity test, multiple linear regression, coefficient of determination, F test, and T-tests. The results of F test show that the f count is 119,478 which is larger than f table of 3.09. Meanwhile, the results of T test show that the t count for food quality is 10,536 and service quality is 11,152, which are larger than t table of 1.98. For significant values in the F test and T-test, the result is less than 0.05. The results of this research indicate that food quality and service quality influence customer satisfaction. Main recommendation is to the restaurant creates new menus which have their taste, make sure the times to serve the food on time, and find out problem by feedback. / Pertumbuhan bisnis kuliner yang terus meningkat dan ini mempengaruhi persaingan antar bisnis semakin susah dan ketat. Oleh karena itu, para pelaku bisnis harus berusaha menciptakan nilai lebih dari pesaing lain sebagai keungulan kompetitif. Dalam bisnis kuliner, kualitas makanan dan kualitas pelayanan dapat menjadi keungulan kompetitif dan sebagai cara untuk mendapatkan kepuasan pelanggan. Rumah Makan 888 Chinese Food Siantar dijadikan sebagai objek untuk penelitian ini. Tujuan penelitian ini adalah untuk menguji apakah kualitas makanan dan kualitas pelayanan memiliki pengaruh terhadap kepuasan pelanggan. Proses penelitian ini dengan menyebarkan kuisioner kepada 30 orang dengan tujuan menguji validitas dan reliabilitas kuisioner. Setelah itu, kuisioner disebarkan kepada 97 orang sebagai data sampel dan dianalisis dengan uji normalitas, heteroskendatisitas, multikolinieritas, uji regresi linier berganda, uji koefisien determinasi, uji F dan uji T. Hasil uji F menunjukan bahwa f hitung sebesar 119.478 lebih besar dari f tabel sebesar 3.09. Sementara itu, hasil uji T menunjukan bahwa t hitung untuk kualitas makanan sebesar 10.536 dan kualitas pelayanan sebesar 11.152 lebih besar dari t tabel sebesar 1.98. Untuk nilai signifikan pada uji F dan uji T memiliki hasil lebih kecil dari 0.05. Dari hasil penelitian ini menunjukkan bahwa kualitas makanan dan kualitas pelayanan berpengaruh terhadap kepuasan pelanggan. Rekomendasi utama untuk restaurant adalah menciptakan menu baru yang memiliki cita rasa tersendiri, memastikan penyajian makanan tepat waktu dan menemukan masalah dari ulasan.

Item Type: Thesis (Bachelor)
Creators:
CreatorsNIMEmail
Kosasih, CindyNIM03013180004ck80004@student.uph.edu
Contributors:
ContributionContributorsNIDN/NIDKEmail
Thesis advisorKhong, RifinNIDN0103037603Rifin.khong@lecturer.uph.edu
Uncontrolled Keywords: food quality; service quality; customer satisfaction
Subjects: 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 23763 not found.
Date Deposited: 21 Aug 2022 09:08
Last Modified: 21 Aug 2022 09:08
URI: http://repository.uph.edu/id/eprint/49906

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