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The Effect of Service Quality on Customer Satisfaction at Mie Celor 26 Ilir M Syafei Z Palembang Miftahul Maula1.
Esya Alhadi2 1,2Politeknik Negeri Sriwijaya Abstract This study aims to determine the effect of service quality on consumer satisfaction at Mie Celor 26 Ilir H.
M Syafei Z Palembang.
The methodology used in this research is descriptive The accidental sampling technique was applied.
The participants were consumers at the stall by a total of 100 respondents.
Based on the t-test, the value of t-count was higher than t-table .
860 > 1.
It means that service quality has a significant effect on consumer satisfaction.
While in the calculation of the coefficient of determination, the result obtained was 55%.
Cornbach's Alpha value on service quality also showed that it was higher than the crisis value, which was 0.
902, and then the variable was declared reliable since exceeded 0.
Keywords: Service quality, customer satisfaction INTRODUCTION Culinary is one of the supporting factors of promising tourism.
The culinary sector plays a major role in tourism development.
In tourism development, there are 16 subsectors of the creative economy.
The largest position for the creative economy sub-sector and a contributor to gross domestic product (GDP) in Indonesia fell to the culinary sector, which was 41.
followed by 18.
15% in the fashion sub-industry and 15.
70% in the handicrafts sub-industry (Creative Economy Statistics and Survey Results, 2.
Culinary tourism is a mandatory part of tourism development and develops along with the development of culture, history, economy, and society.
Because culinary is a characteristic and an added value of a destination or tourist area.
Indonesia itself has a variety of culinary delights, ranging from traditional food to modern contemporary food.
This is certainly a challenge to maintain traditional culinary.
South Sumatra Province is one of the provinces in Indonesia that has a variety of culinary delights.
From the variety of International Journal of Advanced Research in Social Studies Vol 1 No 2 DOI : 10.
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cuisines, there is one food in the city of Palembang which is also very famous, namely Mie Celor.
There are many stalls selling celor noodles in the city of Palembang, but one of them that has been around for more than 50 years is Mie Celor 26 Ilir HM Syafei Palembang.
Celor noodle stall HM Syafei is already quite famous among tourists because it is one of the oldest stalls selling Celor noodles.
The development of HM Syafei's celor noodle business which has been going on for a long time.
To measure the level of business development and the level of profitability of a business can use the sales volume parameter.
From the sales data for the last 9 .
months, there have been ups and downs and is fairly unstable.
The data above shows a fluctuating condition where the factors that influence sales, including customer satisfaction.
The existence of customer satisfaction is an indicator of the success of a business, in other words, customer satisfaction is also influenced by several other things, for example, the quality of service and the quality of food.
Therefore the authors are interested in examining whether the quality of service and also the quality of food affect consumer satisfaction in Mie Celor HM Syafei Z.
LITERATURE REVIEW
Service quality According Lupiyoadi Creep .
1: .
quality of service , namely "how ja uh differences in customer expectations and the fact that the service will be accepted ".
According Lupiyoadi and Hamdani .
9: .
there are five dimensions that need to be considered in the quality International Journal of Advanced Research in Social Studies Vol 1 No 2 DOI : 10.
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of services, namely: Tangible .
Reliability .
Responsiveness .
Security and Assurance .
, empathy .
Food Quality Food quality is an important role in a consumer purchasing decision.
Japrianto & Fiani .
In the research that has been done by Johns and Howard .
and Kivela et al.
in Qin et al.
there are 4 dimensions of food quality, namely: Freshness.
Presentation.
Well cooked, and Variety of Food.
Consumer Satisfaction Consumer satisfaction is the level of consumer feelings after comparing what he received and his expectations (Umar, 2005:.
According to Zeitmal in Wijaya .
7: .
there are 3 factors that influence consumer satisfaction, namely: fulfillment, pleasure, and ambivalence.
These three things play a role in showing how much customer satisfaction is received.
METHODOLOGY
The method used is descriptive quantitative with a sampling technique, namely Accidental Sampling.
The population sample that is used is the consumer Noodle stall Celor 26 Ilir Palembang HM Syafei Z with a sample size of 100 respondents to the calculation method of Slovin.
The data analysis technique used the help of the IBM SPSS version 25.
The testing of this research instrument was by testing the validity and testing the reliability.
The research hypothesis was tested by partial test, coefficient of determination test and multiple linear regression.
RESULTS AND DISCUSSION
Based on the results of the questionnaires that the authors have collected, they can be detailed as follows:
Tabel 1 Characteristics of Respondents International Journal of Advanced Research in Social Studies Vol 1 No 2 DOI : 10.
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Gender
Man
Woman
Age
<18
>46
Work Student Private Employee Civil Servant Businessman Housewife Source: Research Questionnaire Data .
Characteristics Based on table 1, it can be concluded that female respondents are more dominant, namely 75% and male respondents are 25%.
Most of the respondents aged 19-25 are 78%, aged 26-30 are 11%, aged 31-45 are 7% and under <18 and >45 are the same, namely 2%.
The position of students/students ranks first in the respondents' employment status, namely 51%, private employees 21%, civil servants 11%, others 12%, housewives 4% and entrepreneurs 1%.
Tabel 2 Validity Test No.
X10
X11
r-count
0,604
0,607
0,766
0,735
0,656
0,713
0,772
0,823
0,777
0,765
0,640
0,728
Description Valid Valid Valid Valid Valid Valid Valid Valid Valid Valid Valid Valid International Journal of Advanced Research in Social Studies Vol 1 No 2 DOI : 10.
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Y10
0,792
0,796
0,801
0,760
0,792
0,744
0,799
0,866
0,847
Valid Valid Valid Valid Valid Valid Valid Valid Valid Source: Data processed by IBM SPSS v.
Based on table 2, it can be seen that all instruments are declared valid where r count > r table .
In testing the reliability of all instruments, it is also declared reliable where Cornbach's Alpha is greater than the crisis value .
, namely service quality 0.
902 and customer satisfaction 0.
Table 3 Test of Determination Rsquare Adjusted Rsquare Source: Data processed by IBM SPSS v.
Based on table 3, it can be seen that the coefficient of determination is 55% and the other 45% is the result of other variables that are not explained in this study.
Table 4 t test results Variable Service Quality (X ) 3,860 1,984 Prob.
Sig Description Significant Influence Source: Data processed by IBM SPSS 25 .
Based on table 4 t test .
the value of t count > t table .
860 > 1.
which means that service quality has a significant influence.
CONCLUSION
International Journal of Advanced Research in Social Studies Vol 1 No 2 DOI : 10.
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From the data analysis that has been carried out, it can be concluded that the quality of service has a positive and significant impact.
Service quality variables include indicators of physical evidence, reliability, captureability, assurance and empathy.
Of the 5 indicators, the strongest indicator is reliability, especially on items providing the same service to all It can be concluded that reliability has a major influence in strengthening the relationship between the two research variables, namely service quality and customer REFERENCES