The influence of food quality and service quality towards customer satisfaction at Green Bean Vegetarian Medan

Claracia, Katherine (2022) The influence of food quality and service quality towards customer satisfaction at Green Bean Vegetarian Medan. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Green Bean Vegetarian is a restaurant that provides a variety of vegetarian menus. Customer satisfaction at Green Bean Vegetarian is still not optimal. This can still be seen from the complaints that occur about the services provided to customers. Customers still complain about slow service, food that takes a long time to serve, and lack of employee response to customers Service quality, food quality, and the environment all have a significant impact on consumer satisfaction. In addition, he said that it is very important to provide an unforgettable dining experience to get client satisfaction, which includes delicious cuisine, high-quality service, and a great environment. This research uses quantitative design with descriptive and causal approaches. The population in the study was all Green Bean Vegetarian customers. The sample in this study amounted to 102 people using nonprobability sampling with convenience sampling. The spread of the questionnaire conducted has passed the validity and reliability test. The data tested also passed the normality test, linearity test, heterochemicity, and multiple linear regression test. From the hypothesis test with the results of the F test (46,906 > 1,985) that the quality of food and the quality of service affects customer satisfaction in Green Bean Vegetarian. It can be recommended to pay more attention to food orders served by cleaning the dishes and food packages used before they are given and served to customers. It is also recommended that employees need to be trained and briefed to be kind and polite to customers. This can be done by briefing employees on how to communicate well and politely in giving greetings to customers./ Green Bean Vegetarian adalah restoran yang menyediakan berbagai menu vegetarian. Kepuasan pelanggan di Green Bean Vegetarian masih belum maksimal. Hal ini masih bisa dilihat dari keluhan yang terjadi pada layanan yang diberikan kepada pelanggan. Pelanggan masih mengeluh tentang layanan yang lambat, makanan yang membutuhkan waktu lama untuk dilayani, kurangnya respons karyawan terhadap pelanggan Kualitas layanan, kualitas makanan, dan lingkungan semuanya memiliki dampak signifikan pada kepuasan konsumen. Selain itu, ia mengatakan bahwa sangat penting untuk memberikan pengalaman bersantap yang tak terlupakan untuk mendapatkan kepuasan klien, yang meliputi masakan lezat, layanan berkualitas tinggi, dan lingkungan yang bagus. Penelitian ini menggunakan desain kuantitatif dengan pendekatan deskriptif dan kausal. Populasi dalam penelitian ini adalah semua pelanggan Green Bean Vegetarian. Sampel dalam penelitian ini berjumlah 102 orang menggunakan nonprobability sampling dengan convenience sampling. Penyebaran kuesioner yang dilakukan telah lulus uji validitas dan keandalan. Data yang diuji juga lulus uji normalitas, tes linearitas, heterokedastisitas, dan uji regresi linier berganda. Dari uji hipotesis dengan hasil tes F (46.906 > 1.985) bahwa kualitas makanan dan kualitas pelayanan mempengaruhi kepuasan pelanggan di Green Bean Vegetarian. Dapat disarankan agar lebih memperhatikan pesanan makanan yang disajikan dengan membersihkan piring dan paket makanan yang digunakan sebelum diberikan dan disajikan kepada pelanggan. Juga disarankan agar karyawan perlu dilatih dan diberi pengarahan untuk bersikap baik dan sopan kepada pelanggan. Hal ini dapat dilakukan dengan memberikan pengarahan kepada karyawan tentang cara berkomunikasi yang baik dan sopan dalam memberikan salam kepada pelanggan.

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