The Effect Of Service Quality Consistency Across Shifts, Overcrowding, And Waiting Lists On Purchase Decisions At Haidilao Delipark MedanJudul
Abstract
This study aims to analyze the influence of service quality consistency across shifts, overcrowding, and waiting lists on consumer purchasing decisions at Haidilao Restaurant, Delipark Medan. The study employs a quantitative approach using an associative method. The population consists of consumers who have visited and made purchases at Haidilao Restaurant, Delipark Medan, with a sample size of 98 respondents. Data were collected by distributing questionnaires to the respondents. Data analysis techniques included validity tests, reliability tests, classical assumption tests, multiple linear regression analysis, t-tests, F-tests, and the coefficient of determination. The results indicate that, individually, service quality consistency across shifts has a positive and significant effect on purchasing decisions, with a calculated t-value of 1.744 and a significance level of 0.003 (< 0.05). Overcrowding has a positive and significant effect on purchasing decisions, with a calculated t-value of 2.231 and a significance level of 0.001 (< 0.05). Waiting lists also have a positive and significant effect on purchasing decisions, with a calculated t-value of 3.754 and a significance level of 0.000 (< 0.05). Simultaneously, service quality consistency across shifts, overcrowding, and waiting lists have a positive and significant effect on purchasing decisions, with a calculated F-value of 83.225 and a significance level of 0.000 (< 0.05). The Adjusted R-Square value of 0.756 indicates that 75.6% of the variation in purchasing decisions can be explained by these three variables, while the remaining 24.4% is explained by factors outside the scope of this study. Thus, service consistency, the management of overcrowding, and the management of waiting lists are factors that play a role in shaping consumer purchasing decisions at Haidilao Restaurant, Delipark Medan.
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