Analisis pengaruh faktor food quality,service quality,phsical enviroment,hygienic and cleanliness,terhadap customer satisfaction melalui food and beverage outlet pada pelanggan x.o suki di Surabaya

Mauko, Gilbert Lardo Yosua (2019) Analisis pengaruh faktor food quality,service quality,phsical enviroment,hygienic and cleanliness,terhadap customer satisfaction melalui food and beverage outlet pada pelanggan x.o suki di Surabaya. Bachelor thesis, Universtitas Pelita Harapan.

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Abstract

Di era perkembangan zaman makanan merupakan salah satu kebutuhan primer dari kehidupan manusia. Tanpa adanya makanan, manusia tidak mungkin bertahan hidup. Pada zaman primitif, manusia memakan sesuatu yang memang bisa dimakan dan hanya diolah dengan sangat sederhana, namun karena kemajuan zaman, manusia mendapat hasrat untuk mendapatkan cita rasa makanan yang lebih dari makanan yang disantapnya. Karena itulah, dalam pengolahan makanan, manusia melakukan banyak inovasi, seperti menemukan bumbu, bahan makanan yang baru, maupun cara pengolahannya. Penelitian ini bertujuan untuk mengetahui bagaimana pengaruh Food quality, Service quality, Physical environment, Hygienic and cleanliness, terhadap Customer satisfaction. Manfaat yang diharapkan dari penelitian ini adalah menambah khasanah ilmu pengetahuan di bidang manajemen khususnya seberapa besar pengaruh akan meningkatkan pembelian dari XO SUKI Surabaya. Penelitian ini merupakan penelitian kausal. Metode penelitian yang digunakan adalah metode kuantitatif dengan pengolahan data menggunakan AMOS. Pengumpulan data dilakukan dengan penyebaran kuesioner kepada 150 responden dengan karakteristik responden pria dan wanita berumur 18-60 tahun, mengetahui XO SUKI dan pernah melakukan pembelian di XO SUKI dalam kurun dua kali dalam 3 bulan terakhir. Hasil penelitian tersebut dapat dijabarkan sebagai berikut, variabel Food quality berpengaruh tidak signifikan terhadap Customer satisfaction dengan koefisien regresi sebesar 0.377 dan C.R. sebesar 1.199; variabel Service quality berpengaruh signifikan terhadap Customer satisfaction dengan koefisien regresi sebesar 0.647 dan C.R. sebesar 3,364; variabel physical environment berpengaruh signifikan terhadap Customer satisfaction dengan koefisien regresi sebesar 0.563 dan C.R. sebesar 2.653; variabel hygienic cleanliness berpengaruh tidak signifikan terhadap Customer satisfaction dengan koefisien regresi sebesar 0.051 dan C.R. sebesar 0.868;. Variabel yang mempengaruhi Customer satisfaction adalah Food quality, service qulity, physical environment, hygienic clealiness. Berdasarkan hasil koefisien regresi yang ada pengaruh terbesar yakni Service quality terhadap Customer satisfaction sebesar 0.647 / in the era of development, food is one of the primary needs of human life. Without the presence of food, humans cannot survive. In primitive times, humans ate something that was indeed edible and only processed very simply, but because of the development of the times, humans got a desire to get more food taste than the food they ate. Therefore, in food processing, humans make many innovations, such as finding spices, new food ingredients, and how to process them. Food quality, service quality, physical environment, hygiene and cleanliness, to customer satisfaction. The expected benefits of this study add to the repertoire of knowledge in the field of management will increase purchases from XO SUKI Surabaya. This research is a causal study. The research method used is a quantitative method by processing data using AMOS. Data collection was done by collecting questionnaires to 150 respondents with the characteristics of male and female respondents aged 18-60 years, studying XO SUKI and having made purchases at SUKI XO in the last 3 months. The results of these studies can be published as follows, food quality variables have no significant effect on customer satisfaction with a regression coefficient of 0.377 and C.R of 1.199; Service quality variables have a significant effect on Customer satisfaction with a regression coefficient of 0.647 and C.R of 3.364; physical environment variables have a significant effect on Customer satisfaction with a regression coefficient of 0.563 and C.R of 2.653; hygiene hygiene variables have no significant effect on Customer satisfaction with a regression coefficient of 0.051 and C.R of 0.868; Variables that influence customer satisfaction are food quality, service quality, physical environment, hygiene hygiene. Based on the results of the regression coefficient there is a large amount of service quality to customer satisfaction of 0.647

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