Skripsi
Pengaruh Kualitas Lingkungan Fisik, Kualitas Makanan, dan Kualitas Pelayanan Karyawan terhadap Loyalitas Pelanggan pada Depot Meylian di Kecamatan Kupang Timur
- Bagikan:
Penelitian ini bertujuan untuk (1) mengetahui persepsi pelanggan berpengaruh terhadap variable kualitas lingkungan fisik, kualitas makanan dan kualitas pelayanan karyawan terhadap loyalitas pelanggan. (2) Untuk mengetahui dan menjelaskan berpengaruh terhadap variable kualitas lingkungan fisik, kualitas makanan dan kualitas pelayanan karyawan secara simultan berpengaruh terhadap loyalitas pelanggan. (3) Untuk mengetahui dan menjelaskan berpengaruh terhadap variable kualitas lingkungan fisik, kualitas makanan dan kualitas pelayanan karyawan secara parsial berpengaruh terhadap loyalitas pelanggan.
Untuk mencapai tujuan tersebut di pilih sampel sebanyak 100 responden pada Depot Meylian di Kecamatan Kupang Timur. Pengumpulan data dilakukan dengan menggunkan kuesioner, wawancara, dan studi kepustakaan. Teknik analisis data yang digunakan adalah analisis deskriptif dan regresi linier berganda menggunakan aplikasi SPSS 16.
Hasil analisis deskriptif menunjukan bahwa variabel dependen yaitu kualitas lingkungan fisik, berada pada kategori sangat tinngi (4,32),kualitas makanan beraada pada kategori sangat tinngi (4,65) dan kualitas pelayanan karyawan memiliki rata-rata skor yang berada pada kstegori (tinggi) yaitu (4.16). Hasil dari uji t variable kualitas lingkungan fisik (X1) t hitung sebesar (2,116) sedangkan t tabel sebesar (1,661), maka hasilnya thitung (2,116) > t tabel (1,661). Berdasarkan hasil uji t, maka hipotesis pertama berbunyi kualitas lingkungan fisik secara parsial berpengaruh signifikan terhadap loyalitas pelanggan. Hasil dari uji tvariable kualitas makanan (X2) t hitung sebesar (7,718) sedangkan t tabel sebesar (1,661) maka hasilnya, t hitung (7,718) > ttabel (1,661). Berdasarkan hasil uji t, maka hipotesis kedua berbunyi kualitas makanan secara parsial berpengaruh signifikan terhadap loyalitas pelanggan. Hasil dari uji t variable kualitas pelayanan karyawan (X3) t hitung sebesar (0,350) sedangkan t tabel sebesar (1,661), maka hasilnya thitung (0,350) < t tabel (1,661). Berdasarkan hasil uji t, maka hipotesis ketiga berbunyi kualitas pelayanan karyawan secara parsial tidak berpengaruh signifikan terhadap loyalitas pelanggan. Hasil dari uji F yang menunjukkan nilai F hitung (27,662) > F tabel sebesar 2,698). Dengan demikian hipotesis keempat pada penelitian ini berbunyi variabel kualitas lingkungan fisik, kualitas makanan, dan kualitas pelayanan karyawan secara simultan berpengaruh signifikan terhadap loyalitas pelanggan. Berdasarkan Adjust R squer menunjukkan kontribusi variabel kualitas lingkungan fisik, kualitas makanan dan kualitas pelayanan karyawan terhadap loyalitas pelanggan sebesar 48,5%. Sedangkan 51,5% dipengaruhi oleh variabel lain diluar fokus penelitian ini. Dari hasil analisis tersebut, pihak Depot Meylian diharapkan dapat selalu memperhatikan kepuasan pelanggan dengan memberikan pelayanan yang baik dan optimal, selalu menjaga kebersihan, serta menjaga cita rasa makanan yang khas dan enak sesuai dengan harganya, sehinggan pelanggan dapat tetap loyal.
Kata kunci: Kualitas Lingkungan Fisik, Kualitas Makanan, Kualitas Pelayanan Karyawan, Loyalitas Pelanggan.
Yoaclina Della Strada Oncok, Effect of Physical Environment Quality, Food Quality and Employee Service Quality on Customer Loyalty at Meylian Depot, East Kupang District (under the guidance of Khalid Kasim Moenardy and Anthonius Messakh).
This study aims to (1) determine the effect of customer perceptions on the variables of physical environment quality, food quality, and employee service quality on customer loyalty. (2) To find out and explain the effect of n the variables of physical environment quality, food quality, and employee service quality simultaneously affecting customer loyalty. (3) To find out and explain the effect of the variables of physical environment quality, food quality, and employee service quality partially affecting customer loyalty.
To achieve this goal, a sample of 100 respondents was selected at the Meylian Depot in East Kupang District. Data was collected by using questionnaires, interviews, and literature studies. The data analysis technique used is descriptive analysis and multiple linear regression using the SPSS 16 application.
The results of the descriptive analysis show that the dependent variable, namely the quality of the physical environment, is in the very high category (4.32), food quality is in the very high category (4.65) and the service quality of employees has an average score that is in the category (high). ) that is (4.16). The results of the t-test of the physical environment quality variable (X1) tcount of (2.116) while ttable of (1.661), then the result is tcount (2.116) > ttable (1.661). Based on the results of the ttest, the first hypothesis reads that the quality of the physical environment partially has a significant effect on customer loyalty. The results of the t-test of the food quality variable tcount (7.718) while ttable (1.661) then the result, tcount (7.718) > ttable (1.661). Based on the results of the t test, the second hypothesis reads that food quality partially has a significant effect on customer loyalty. The results of the t-test of the employee service quality variable (X3) tcount of (0.350) while ttable of (1.661), then the results are tcount (0.350) < ttable (1.661). Based on the results of the ttest, the third hypothesis reads that the employee service quality partially has a not significant effect on customer loyalty. The results of the F test show the value of Fcount (27.662) > Ftable of 2.698). Thus the fourth hypothesis in this study reads that the variables of physical environment quality, food quality, and employee service quality simultaneously have a significant effect on customer loyalty. Based on the Adjust R square shows the contribution of the variable quality of the physical environment, food quality, and service quality of employees to customer loyalty by 48.5%. While 51.5% is influenced by other variables outside the focus of this study. From the results of this analysis, Depot Meylian is expected to always pay attention to customer satisfaction by providing good and optimal service, always maintaining cleanliness, and maintaining the distinctive and delicious taste of food according to the price, so that customers can remain loyal.
Keywords: Physical Environment Quality, Food Quality, Employee Service Quality, Customer Loyalty.
Detail Information
| Item Type | |
|---|---|
| Penulis |
Yoaclina Della Strada Oncok - Personal Name
|
| Student ID |
1803020221
|
| Dosen Pembimbing |
Khalid K. Moenardy - 196208171988031002 - Dosen Pembimbing 1
|
| Penguji |
Khalid Kasim Moenardy - 196208171988031002 - Ketua Penguji
Anthonius B Mesakh - 196208061988031002 - Penguji 1 Tarsisius Timuneno - 196111141989031004 - Penguji 2 |
| Kode Prodi PDDIKTI |
63211
|
| Edisi |
Published
|
| Departement |
Administrasi Bisnis
|
| Kontributor | |
| Bahasa |
Indonesia
|
| Penerbit | UPT Perpustakaan Undana : Kupang., 2022 |
| Edisi |
Published
|
| Subyek | |
| No Panggil |
632.11 Onc P
|
| Copyright |
Individu Penulis
|
| Doi |