PREFACE

By the grace and blessing of the Almighty God, the writer has completed
the final paper entitled: “The Influence of Service Quality towards Customer
Satisfaction at Pilastro Café Sudirman Medan”.
This final paper is written as a partial fulfillment of the academic
requirements to obtain the degree of Sarjana Manajemen at Universitas Pelita
Harapan Medan Campus, Faculty of Economics and Business.
The writer would like to express her sincere gratitude to the following
people for their valuable contributions in assisting and supporting the writer from
the beginning until the completion of this final paper:
1. The writer would like to express his/her sincere gratitude to the following
people for their valuable contributions in assisting and supporting the writer
from the beginning until the completion of this skripsi.
2. Mr. Arifin, SE, MM, MBA, CBV, CMA, as the Dean of UPH Medan Business
School
3. Ms. Lila Maria Kaban, BA (Hons), MCom, CBV, as the Department Chair of
UPH Medan Management Study Program
4. Mr Ali Syah Putra, SE, MM., as the Skripsi Advisor who has guided and given
valuable instructions and guidance for the completion of this skripsi
5. All UPH Medan lecturers who have transferred knowledge from the first till
the last semester during the entire study period at UPH Medan
6. All UPH Medan administrative staff who have assisted in the writing of this
skripsi
7. The President/Director/Manager/Supervisor of Pilastro Café Medan and their
team for the opportunity to do the research and provision of valuable
information and data needed
8. My beloved parents who supported me for all these years and waiting for me
to graduate.
9. My beloved friends, whom always are staying besides me, in exam or dinner.

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10. Everyone who has provided suggestions, critics, encouragement, and
motivation in order to finish this skripsi
11. Finally, the writer acknowledges that there may still be inaccuracies and errors
in this skripsi. Therefore, constructive comments as well as inputs from the
readers aimed at the improvement of this skripsi content are welcomed and
highly appreciated.

Medan, 3 July 2020

The writer,

Rowendi
1501020457

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 TABLE OF CONTENTS

COVER PAGE
TITLE PAGE .............................................................................................................. …..
DECLARATION OF AUTHENTICITY OF SKRIPSI .............................................. ii
APPROVAL PAGE BY SKRIPSI ADVISOR ............................................................ iii
APPROVAL PAGE BY SKRIPSI EXAMINATION COMMITTEE… .................. iv
ABSTRACT ..................................................................................................................... v
ABSTRAK ...................................................................................................................... vi
PREFACE ..................................................................................................................... vii
TABLE OF CONTENTS ............................................................................................... ix
LIST OF FIGURES ...................................................................................................... xii
LIST OF TABLES ....................................................................................................... xiii
LIST OF APPENDICES .............................................................................................. xv
CHAPTER I INTRODUCTION
1.1 Background of the Study.................................................................................... 1
1.2 Problem Limitation ........................................................................................... 5
1.3 Problem Formulation ........................................................................................ 5
1.4 Objective of the Research ................................................................................. 6
1.5 Benefit of the Research ...................................................................................... 6
1.5.1 Theoretical Benefit .................................................................................... 6
1.5.2 Practical Benefit ........................................................................................ 7
CHAPTER II LITERATURE REVIEW AND HYPOTHESIS
DEVELOPMENT
2.1 Theoretical Background .................................................................................... 8
2.1.1 Definition of Hospitality ........................................................................... 8
2.1.2 Definition of Service Quality .................................................................... 8
2.1.3 Indicators of Service Quality .................................................................. 10
2.1.4 The Importance of Service Quality ......................................................... 12
2.1.5 Benefits of Service Quality .................................................................... 12
2.1.6 Cost of Service Quality .......................................................................... 14

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 2.1.7 Definition of Customer Satisfaction....................................................... 15
2.1.8 The Importance of Customer Satisfaction.............................................. 17
2.1.9 Strategy of Company to create Customer Satisfaction .......................... 17
2.1.10 Factors of Customer Satisfaction ......................................................... 19
2.1.11 Benefits of Customer Satisfaction to Company ................................... 21
2.1.12 Indicators of Customer Satisfaction ..................................................... 22
2.1.13 Relationship between Service Quality and Customer Satisfaction ...... 23
2.2 Previous Research ............................................................................................ 23
2.3 Hypothesis Development ................................................................................ 25
2.4 Research Development .................................................................................... 25
2.5 Framework of thinking .................................................................................... 26
CHAPTER III RESEARCH METHODOLOGY

3.1 Research Design .................................................................................................... 27

3.2 Research Location and Time ...............................................................................28
3.3 Population and Sample...........................................................................................28
3.3.1 Population ...................................................................................................28
3.3.2 Sample .........................................................................................................29
3.4 Data Collection Method .........................................................................................30
3.5 Operational Variable Definition and Measurement ...............................................31
3.6 Data Analysis Method ............................................................................................33
3.6.1 Descriptive Research ...................................................................................33
3.6.2 Validity Test ................................................................................................35
3.6.3 Reliability Test ............................................................................................36
3.6.4 Normality Test ............................................................................................37
3.6.5 Linearity Test ..............................................................................................38
3.6.6 Heterocedasticity Test .................................................................................39
3.6.7 Determination Test ......................................................................................39
3.6.8 Simple Linear Regression Test ...................................................................40
3.6.9 Hypothesis Test ...........................................................................................41

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CHAPTER IV DATA ANALYSIS AND DISCUSSION

4.1 General View of Research Object ......................................................................... 43

4.1.1 General Description of Pilastro Café Medan ........................................ 43
4.1.2 Company Vision and Mission ............................................................... 44
4.1.3 Company Structure ............................................................................... 44
4.1.4 Job Description ..................................................................................... 44
4.2 Research Result ................................................................................................... 47
4.2.1 Test of Instrument ................................................................................. 47
4.2.1.1 Validity Test ............................................................................. 47
4.2.1.2 Reliability Test ......................................................................... 49
4.2.2 Descriptive Statistic............................................................................... 50
4.2.2.1 Respondent Characteristics ...................................................... 50
4.2.2.2 Explanation of Respondents ..................................................... 51
4.2.2.3 Descriptive Statistics ................................................................ 63
4.2.3 Result of Data Quality Testing.............................................................. 66
4.2.3.1 Classical Assumption Testing Result ....................................... 66
4.2.4 Result of Hypothesis Testing ................................................................ 70
4.2.4.1 Coefficient of Determination ................................................... 70
4.2.4.2 Simple Regression Equation .................................................... 70
4.2.4.3 Hypothesis Test ........................................................................ 72
4.3 Discussion ........................................................................................................... 73
CHAPTER V CONCLUSION
5.1 Conclusion .. …………………………………………………………………...75
5.2 Recommendation ............................................................................... …………76
REFERENCES ...................................................................................................................77
APPENDICES.................................................................................................................. A-1

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 LIST OF FIGURES

Figure 2.1 Research Model ................ ....................... .................................................. 25

Figure 2.2 Framework Of Thinking .......... ................................................................... 26
Figure 4.1 Company Structure .................. ................................................................... 44
Figure 4.2 Graph Histogram Test ............. ................................................................... 67
Figure 4.3 Normal P-P Plot ....................... ................................................................... 67

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 LIST OF TABLES

Table 1.1 Numbers of Complaints in 3 months ................................................................ 3

Table 1.2 Number of Transactions .................................................................................... 4
Table 2.1 Previous Research ........................................................................................... 24
Table 3.1 The Operational Variable X & Y .................................................................... 32
Table 3.2 Instrument of Likert Scale............................................................................... 33
Table 3.3 Validity Test Scales ....................................................................................... 36
Table 3.4 Normality Interval ......................................................................................... .38
Table 4.1 Validity Test for Service Quality .................................................................... 48
Table 4.2 Validity Test for Customer Satisfaction.......................................................... 48
Table 4.3 Reliability Test for Service Quality ................................................................ 49
Table 4.4 Reliability Test for Customer Satisfaction ...................................................... 50
Table 4.5 Characteristics of Respondents by Gender ..................................................... 50
Table 4.6 Characteristics of Respondents by Age .......................................................... 51
Table 4.7 Question 1 ....................................................................................................... 51
Table 4.8 Question 2 ...................................................................................................... 52
Table 4.9 Question 3 ...................................................................................................... 53
Table 4.10 Question 4 ..................................................................................................... 53
Table 4.11 Question 5 ..................................................................................................... 54
Table 4.12 Question 6 ..................................................................................................... 54
Table 4.13 Question 7 ..................................................................................................... 55
Table 4.14 Question 8 ..................................................................................................... 55
Table 4.15 Question 9 ..................................................................................................... 56
Table 4.16 Question 10 ................................................................................................... 57
Table 4.17 Question 11 ................................................................................................... 58

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Table 4.18 Question 12 ................................................................................................... 58
Table 4.19 Question 13 ................................................................................................... 59
Table 4.20 Question 14 ................................................................................................... 60
Table 4.21 Question 15 ................................................................................................... 60
Table 4.22 Question 16 ................................................................................................... 61
Table 4.23 Question 17 ................................................................................................... 62
Table 4.24 Question 18 ................................................................................................... 63
Table 4.25 Mean, Median, Mode for Service Quality .................................................... 63
Table 4.26 Interval Range for Service Quality ............................................................... 64
Table 4.27 Mean, Median, Mode for Customer Satisfaction .......................................... 65
Table 4.28 Interval Range for Customer Satisfaction ..................................................... 66
Table 4.29 One-sample Kolmogorov-Smirnov Test ....................................................... 68
Table 4.30 Linearity Test ................................................................................................ 69
Table 4.31 Heterocedasticity Test ................................................................................... 69
Table 4.32 Determination Test ........................................................................................ 70
Table 4.33 Regression Test ............................................................................................. 71

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 LIST OF APPENDICES

APPENDIX A RESEARCH QUESTIONNAIRE…………………….……. A-1

APPENDIX B DATA TABULATION OUTPUT………………………….. B-1
APPENDIX C DISTRIBUTION OF R-TABLE…………………………… C-1
APPENDIX D DISTRIBUTION OF T-TABLE……………………….….... D-1
APPENDIX E LETTER FROM PILASTRO……………………………….. E-1

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