The influence of service quality, food quality, and pricing perception towards customers satisfaction at Royal Thamrin Restaurant Medan

Christy, Michelle (2024) The influence of service quality, food quality, and pricing perception towards customers satisfaction at Royal Thamrin Restaurant Medan. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

In order to establish a restaurant that is equipped with continuing longevity, the most significant aspect to the key of satisfactory, is to adhering customers satisfaction. Royal Thamrin Restaurant Medan is one of a Chinese cultured restaurant based in Medan. The purpose of conducting this research is to determine the impact of service quality, food quality, and pricing perception on customers’ satisfaction in Royal Thamrin Restaurant Medan. The concerned issues that discovered in online reviews indicates that Royal Thamrin Restaurant Medan was inadequate of maintaining customers satisfactory, since service, food, and pricing are often mentioned as it is affected to decreasing the level of customers satisfaction. There are 97 respondents that are obtained by using convenience sampling method. Therefore, the interpretation of the data methods that are applied in this research consists of validity, reliability, classical assumptions test, and multiple linear regression. The result of multiple linear regression denotes that pricing perception has the most influential towards customers satisfaction. The determination of coefficient is 65.9% while the remaining 34.1% is influenced by other variables that are not analyzed in this research. In addition, the research results indicate that service quality and pricing perception partially influences customers satisfaction, while food quality does not have partial influence towards customers satisfaction. Lastly, service quality, food quality, and pricing perception have a simultaneous influence towards customers’ satisfaction. Therefore, recommendations are given by the writer to Royal Thamrin Restaurant Medan, such as service performance training in order to advance the employees’ service professionality, food hygiene training in order to deepen the knowledge of food and its hygiene, and also reviewing the company’s conception of price to attain more equilibrium. / Dalam rangka membangun sebuah restoran yang dilengkapi dengan umur panjang yang berkelanjutan, aspek yang paling penting untuk kunci memuaskan, adalah untuk mematuhi kepuasan pelanggan. Royal Thamrin Restaurant Medan adalah salah satu restoran berbasis Cina yang berbasis di Medan. Tujuan dari penelitian ini adalah untuk menentukan dampak kualitas layanan, kualitas makanan, dan persepsi harga pada kepuasan pelanggan di Royal Thamrin Restaurant Medan. Masalah yang ditemukan dalam ulasan online menunjukkan bahwa Royal Thamrin Restaurant Medan tidak memadai untuk menjaga pelanggan puas, karena layanan, makanan, dan harga sering disebutkan karena mempengaruhi penurunan tingkat kepuasan pelanggan. Ada 97 responden yang diperoleh dengan menggunakan metode sampling kenyamanan. Oleh karena itu, interpretasi metode data yang diterapkan dalam penelitian ini terdiri dari validitas, keandalan, tes asumsi klasik, dan regresi linear ganda. Hasil dari regresi linear ganda menunjukkan bahwa persepsi harga memiliki pengaruh terbesar terhadap kepuasan pelanggan. Penentuan koefisien adalah 65.9% sementara 34.1% yang tersisa dipengaruhi oleh variabel lain yang tidak dianalisis dalam penelitian ini. Selain itu, hasil penelitian menunjukkan bahwa kualitas layanan dan persepsi harga sebagian mempengaruhi kepuasan pelanggan, sementara kualitas makanan tidak memiliki pengaruh sebagian terhadap kepuasaan pelanggan. Akhirnya, kualitas layanan, kualitas makanan, dan persepsi harga memiliki pengaruh simultan terhadap kepuasan pelanggan. Rekomendasi yang diberikan seperti pelatihan kinerja layanan untuk memajukan profesionalisme layanan karyawan, pelatihan kebersihan makanan untuk memperdalam pengetahuan tentang makanan dan kebersihannya, dan juga meninjau keseimbangan konsepsi harga perusahaan.
Item Type: Thesis (Bachelor)
Creators:
Creators
NIM
Email
ORCID
Christy, Michelle
NIM03013200094
christtymichelle@gmail.com
UNSPECIFIED
Contributors:
Contribution
Contributors
NIDN/NIDK
Email
Thesis advisor
Fu, Arifin
NIDN0105928401
arifin.fu@uph.edu
Uncontrolled Keywords: Service quality; Food quality; Pricing perception; Customers 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: Michelle Christy
Date Deposited: 07 Aug 2024 04:10
Last Modified: 07 Aug 2024 04:45
URI: http://repository.uph.edu/id/eprint/64628

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