Analysis of consumer satisfaction influenced by service quality, servicescape, and price perceptions
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Oct 30, 2023
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Abstract
The primary objective of this article is to examine the level of customer satisfaction (Y) within a restaurant, exploring how it is influenced by three key factors: service quality (X1), servicescape (X2), and price perception (X3). The Likert scale is used in preparing measurement instruments. We used a random sample of 30 respondents to test the validity and reliability. We used 90 respondents for statistical analysis of multiple linear regression with the application of SPSS-26 statistics to prove the hypothesis of simultaneous effect and partial effect. We use this sample size. Roscoe's method is 20 times the number of variables with minimal assumptions. The results of this study reveal the simultaneous influence of the three independent variables on the dependent variable. Service Quality partially influences the variable customer satisfaction, customer satisfaction is not affected by servicescape, and Price Perceptions affect customer satisfaction.
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How to Cite
Vitaharsa, L. I. (2023). Analysis of consumer satisfaction influenced by service quality, servicescape, and price perceptions. Enrichment : Journal of Management, 13(4), 2597-2604. https://doi.org/10.35335/enrichment.v13i4.1629
References
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Ariffin, A. A. M., Nameghi, E. N., & Zakaria, N. I. (2013). The effect of hospitableness and servicescape on guest satisfaction in the hotel industry. Canadian Journal of Administrative Sciences, 30(2), 127–137. https://doi.org/10.1002/CJAS.1246
Badriyah, N., Wibowo, E., & Sumaryanto, S. (2020). Meningkatkan Loyalitas Pelanggan Dengan Kekuatan Kualitas Produk Dan Kualitas Pelayanan Melalui Kepuasan Pelanggan (Survei Pada Pelanggan Jco Chinesefood And Seafood Sragen). ProBank, 5(2), 227–240. https://doi.org/10.36587/probank.v5i2.728
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Bitner, M. J. (1992). Servicescapes: The Impact of Physical Surroundings on Customers and Employees. Journal of Marketing, 56(2), 57. https://doi.org/10.2307/1252042
Budiono, A. (2020). Pengaruh kualitas pelayanan, harga, promosi, dan citra merek terhadap kepuasan pelanggan melalui keputusan pembelian. Equilibrium : Jurnl Pelatihan Pendidikan Dan Ekonomi, 17(02), 1–15. https://doi.org/10.25134/equi.v17i02.ABSTRACT
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Budiono, A. (2022). Employee performance analysis of Paul Bakery Restaurant in Jakarta during the COVID-19 pandemic by measuring leadership, motivation and compensation through job satisfaction. Turyzm/Tourism, 32(1), 141–157. https://doi.org/10.18778/0867-5856.32.1.07
Cahyati, N. K., & Seminari, N. K. (2020). The Role of Customer Satisfaction In Mediating The Effect Of Service Quality and Marketing Experience On Repurchase Intention (Study in PT Pos Indonesia Expedition Services). American Journal of Humanities and Social Sciences Research, 4(2), 128–135. www.ajhssr.com
Dedeoglu, B. B., Bilgihan, A., Ye, B. H., Buonincontri, P., & Okumus, F. (2018). The impact of servicescape on hedonic value and behavioral intentions: The importance of previous experience. International Journal of Hospitality Management, 72(April 2017), 10–20. https://doi.org/10.1016/j.ijhm.2017.12.007
Djan, I., & Adawiyyah, S. R. (2020). The Effect of Convenience and Trust to Purchase Decision and Its Impact to Customer Satisfaction. International Journal of Business and Economics Research, 9(4), 269. https://doi.org/10.11648/j.ijber.20200904.23
Fahleti, W. H. (2022). Pengaruh Servicescape Dan Kualitas Layanan Terhadap Kepuasan Konsumen Pada Rumah Makan Tepian Pandan Di Tenggarong. Jurnal Ekonomi & Manajemen Indonesia, 18(2), 64–72. https://doi.org/10.53640/jemi.v18i2.531
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Gadis, A., & Mulyowahyudi, A. (2022). The Effect Of Servicescape, Personal Services And Services On Passanger Satisfaction Through Perceive Value Mediation At Terminal 3 Soekarno Airport. Dinasti International Journal Of Digital Business Management, 3(6), 916–923. https://doi.org/https://doi.org/10.31933/dijdbm.v3i6
Grace, E., Girsang, R. M., Simatupang, S., Candra, V., & Sidabutar, N. (2021). Product Quality and Customer Satisfaction and Their Effect on Consumer Loyalty. International Journal of Social Science, 1(2), 69–78. https://doi.org/10.53625/ijss.v1i2.138
Hartawan, & Prastyowicaksono, D. (2022). ProBank : Jurnal Ekonomi Dan Perbankan ISSN : 2579-5597 ( online ) ISSN : 2252-7885 ( cetak ) The Role Of Customer Satisfaction And Loyalty From Location , Promotion And Service Quality Viewpoint In The Community Empowerment Secure Fund Activities Managem. ProBank, 7(1), 117–131. http://e-journal.stie-aub.ac.id/index.php/probank%0AISSN
Ing, P. G., Zheng Lin, N., Xu, M., & Thurasamy, R. (2020). Customer loyalty in Sabah full service restaurant. Asia Pacific Journal of Marketing and Logistics, 32(7), 1407–1429. https://doi.org/10.1108/APJML-07-2019-0437
Jeon, Y. K., Kim, D. W., Han, S. J., Huang, Y. H., & Kim, J. J. (2021). How does service environment enhance consumer loyalty in the sport fitness industry? The role of servicescape, cosumption motivation, emotional and flow experiences. Sustainability (Switzerland), 13(11). https://doi.org/10.3390/su13116414
Kodu, S. (2013). Harga, Kualitas Produk Dan Kualitas Pelayanan Pengaruhnya Terhadap Keputusan Pembelian Mobil Toyota Avanza. Jurnal EMBA, 01(03), 1251–1259. https://doi.org/https://doi.org/10.35794/emba.1.3.2013.2536
Laksana, F. (2008). Manajemen Pemasaran, Pendekatan Praktis. Graha Ilmu.
Lolo, P. J. (2020). Study The Effects Of Corporate Image, Service Quality And Price Perceptions On Customer Satisfaction And Purchase Loyalty (A Survey On Pertamina In South Sulawesi Province). European Journal of Business and Management Research, 5(2), 1–5. https://doi.org/10.24018/ejbmr.2020.5.2.243
Lupiyoadi, R. (2013). Manajemen Pemasaran Jasa (ketiga). Salemba empat.
Morkunas, M., & Rudiene, E. (2020). The impact of social servicescape factors on customers’ satisfaction and repurchase intentions in mid-range restaurants in Baltic states. Journal of Open Innovation: Technology, Market, and Complexity, 6(3). https://doi.org/10.3390/JOITMC6030077
Mutiara, S., Hamid, R. S., & Suardi, A. (2020). Pengaruh Kualitas Layanan Persepsi Harga dan Cita Rasa Terhadap Kepuasan Konsumen. Jesya (Jurnal Ekonomi & Ekonomi Syariah), 4(1), 411–427. https://doi.org/10.36778/jesya.v4i1.300
Park, J. Y., Back, R. M., Bufquin, D., & Shapoval, V. (2019). Servicescape, positive affect, satisfaction and behavioral intentions: The moderating role of familiarity. International Journal of Hospitality Management, 78(June 2018), 102–111. https://doi.org/10.1016/j.ijhm.2018.11.003
Rita, P., Oliveira, T., & Farisa, A. (2019). The impact of e-service quality and customer satisfaction on customer behavior in online shopping. Heliyon, 5(10), e02690. https://doi.org/10.1016/j.heliyon.2019.e02690
Samidi, S. (2021). The Influence of Service Quality and Price on Customer Satisfaction: Case Study of PT. Lion Mentari Airlines. International Journal of Business Studies, 5(1), 51–62. https://doi.org/10.32924/ijbs.v5i1.190
Silva, M. E. da. (2021). Quality Of Service And Price Perception Affect Customer Loyalty With Consumer Satisfaction As A Mediation Variables. Journal of Applied Management and Business (JAMB), 1(2), 25–31. https://doi.org/10.37802/jamb.v1i2.144
Situmorang, S. H. (2018). Influence Of Servicescape, Customer Satisfaction, WOM, and Social Media to Consumer Loyalty (study case bali beach). Proceedings of the 1st Economics and Business International Conference 2017 (EBIC 2017), 46(Ebic 2017), 403–408. https://doi.org/10.2991/ebic-17.2018.62
Tjiptono, F. (2019). PEMASARAN JASA (A. Diana (ed.); Terbaru). Andi.
Tjiptono, F., & Chandra, G. (2017). Pemasaran Strategik Mengupas Pemasaran Strategik, Branding Strategy, Customer Satisfaction, Strategi Kompetitif hingga e- marketing (edisi 3). Penerbit ANDI.
Yamit, Z. (2001). Manajemen Kualitas Produk Dan Jasa (1st ed.). EKONESIA.
Ali, H., Rivai Zainal, V., & Rafqi Ilhamalimy, R. (2022). Determination Of Purchase Decisions And Customer Satisfaction: Analysis Of Brand Image And Service Quality (Review Literature Of Marketing Management). Dinasti International Journal of Digital Business Management, 3(1), 141–153. https://doi.org/10.31933/dijdbm.v3i1.1100
Amalia, R. B., & Budiono, A. (2022). Consumer Satisfaction Analysis That Affected Product Quality, Word Of Mouth, With Price Perception As A Mediation Variable. Asian Journal of Management Entrepreneurship and Social Sciene, 2(3), 189–213. https://doi.org/10.98765/ajmesc.v2i03.120
Ariffin, A. A. M., Nameghi, E. N., & Zakaria, N. I. (2013). The effect of hospitableness and servicescape on guest satisfaction in the hotel industry. Canadian Journal of Administrative Sciences, 30(2), 127–137. https://doi.org/10.1002/CJAS.1246
Badriyah, N., Wibowo, E., & Sumaryanto, S. (2020). Meningkatkan Loyalitas Pelanggan Dengan Kekuatan Kualitas Produk Dan Kualitas Pelayanan Melalui Kepuasan Pelanggan (Survei Pada Pelanggan Jco Chinesefood And Seafood Sragen). ProBank, 5(2), 227–240. https://doi.org/10.36587/probank.v5i2.728
Barata, A. A. (2014). Dasar- Dasar pelayanan prima (cetakan pe). PT Elex Media Komputindo kelompok gramedia jakarta.
Bitner, M. J. (1992). Servicescapes: The Impact of Physical Surroundings on Customers and Employees. Journal of Marketing, 56(2), 57. https://doi.org/10.2307/1252042
Budiono, A. (2020). Pengaruh kualitas pelayanan, harga, promosi, dan citra merek terhadap kepuasan pelanggan melalui keputusan pembelian. Equilibrium : Jurnl Pelatihan Pendidikan Dan Ekonomi, 17(02), 1–15. https://doi.org/10.25134/equi.v17i02.ABSTRACT
Budiono, A. (2021). Pengaruh Kualitas Produk, Persepsi Harga, Promosi, Lokasi, Kualitas Pelayanan Terhadap Loyalitas Konsumen Melalui Kepuasan Konsumen Di Rumah Makan Bebek Kaleo Tebet Jakarta Selatan Dimasa Pandemi Covid-19. SEGMEN Jurnal Manajemen Dan Bisnis, 17(2), 223–247. https://doi.org/10.37729/sjmb.v17i2.6868
Budiono, A. (2022). Employee performance analysis of Paul Bakery Restaurant in Jakarta during the COVID-19 pandemic by measuring leadership, motivation and compensation through job satisfaction. Turyzm/Tourism, 32(1), 141–157. https://doi.org/10.18778/0867-5856.32.1.07
Cahyati, N. K., & Seminari, N. K. (2020). The Role of Customer Satisfaction In Mediating The Effect Of Service Quality and Marketing Experience On Repurchase Intention (Study in PT Pos Indonesia Expedition Services). American Journal of Humanities and Social Sciences Research, 4(2), 128–135. www.ajhssr.com
Dedeoglu, B. B., Bilgihan, A., Ye, B. H., Buonincontri, P., & Okumus, F. (2018). The impact of servicescape on hedonic value and behavioral intentions: The importance of previous experience. International Journal of Hospitality Management, 72(April 2017), 10–20. https://doi.org/10.1016/j.ijhm.2017.12.007
Djan, I., & Adawiyyah, S. R. (2020). The Effect of Convenience and Trust to Purchase Decision and Its Impact to Customer Satisfaction. International Journal of Business and Economics Research, 9(4), 269. https://doi.org/10.11648/j.ijber.20200904.23
Fahleti, W. H. (2022). Pengaruh Servicescape Dan Kualitas Layanan Terhadap Kepuasan Konsumen Pada Rumah Makan Tepian Pandan Di Tenggarong. Jurnal Ekonomi & Manajemen Indonesia, 18(2), 64–72. https://doi.org/10.53640/jemi.v18i2.531
Faudi, Sudarmanto, E., Nainggolan, B., Noni, R. S. M., & Ningrum, N. P. (2021). Ekonomi Syariah. Yayasan Kita Menulis.
Gadis, A., & Mulyowahyudi, A. (2022). The Effect Of Servicescape, Personal Services And Services On Passanger Satisfaction Through Perceive Value Mediation At Terminal 3 Soekarno Airport. Dinasti International Journal Of Digital Business Management, 3(6), 916–923. https://doi.org/https://doi.org/10.31933/dijdbm.v3i6
Grace, E., Girsang, R. M., Simatupang, S., Candra, V., & Sidabutar, N. (2021). Product Quality and Customer Satisfaction and Their Effect on Consumer Loyalty. International Journal of Social Science, 1(2), 69–78. https://doi.org/10.53625/ijss.v1i2.138
Hartawan, & Prastyowicaksono, D. (2022). ProBank : Jurnal Ekonomi Dan Perbankan ISSN : 2579-5597 ( online ) ISSN : 2252-7885 ( cetak ) The Role Of Customer Satisfaction And Loyalty From Location , Promotion And Service Quality Viewpoint In The Community Empowerment Secure Fund Activities Managem. ProBank, 7(1), 117–131. http://e-journal.stie-aub.ac.id/index.php/probank%0AISSN
Ing, P. G., Zheng Lin, N., Xu, M., & Thurasamy, R. (2020). Customer loyalty in Sabah full service restaurant. Asia Pacific Journal of Marketing and Logistics, 32(7), 1407–1429. https://doi.org/10.1108/APJML-07-2019-0437
Jeon, Y. K., Kim, D. W., Han, S. J., Huang, Y. H., & Kim, J. J. (2021). How does service environment enhance consumer loyalty in the sport fitness industry? The role of servicescape, cosumption motivation, emotional and flow experiences. Sustainability (Switzerland), 13(11). https://doi.org/10.3390/su13116414
Kodu, S. (2013). Harga, Kualitas Produk Dan Kualitas Pelayanan Pengaruhnya Terhadap Keputusan Pembelian Mobil Toyota Avanza. Jurnal EMBA, 01(03), 1251–1259. https://doi.org/https://doi.org/10.35794/emba.1.3.2013.2536
Laksana, F. (2008). Manajemen Pemasaran, Pendekatan Praktis. Graha Ilmu.
Lolo, P. J. (2020). Study The Effects Of Corporate Image, Service Quality And Price Perceptions On Customer Satisfaction And Purchase Loyalty (A Survey On Pertamina In South Sulawesi Province). European Journal of Business and Management Research, 5(2), 1–5. https://doi.org/10.24018/ejbmr.2020.5.2.243
Lupiyoadi, R. (2013). Manajemen Pemasaran Jasa (ketiga). Salemba empat.
Morkunas, M., & Rudiene, E. (2020). The impact of social servicescape factors on customers’ satisfaction and repurchase intentions in mid-range restaurants in Baltic states. Journal of Open Innovation: Technology, Market, and Complexity, 6(3). https://doi.org/10.3390/JOITMC6030077
Mutiara, S., Hamid, R. S., & Suardi, A. (2020). Pengaruh Kualitas Layanan Persepsi Harga dan Cita Rasa Terhadap Kepuasan Konsumen. Jesya (Jurnal Ekonomi & Ekonomi Syariah), 4(1), 411–427. https://doi.org/10.36778/jesya.v4i1.300
Park, J. Y., Back, R. M., Bufquin, D., & Shapoval, V. (2019). Servicescape, positive affect, satisfaction and behavioral intentions: The moderating role of familiarity. International Journal of Hospitality Management, 78(June 2018), 102–111. https://doi.org/10.1016/j.ijhm.2018.11.003
Rita, P., Oliveira, T., & Farisa, A. (2019). The impact of e-service quality and customer satisfaction on customer behavior in online shopping. Heliyon, 5(10), e02690. https://doi.org/10.1016/j.heliyon.2019.e02690
Samidi, S. (2021). The Influence of Service Quality and Price on Customer Satisfaction: Case Study of PT. Lion Mentari Airlines. International Journal of Business Studies, 5(1), 51–62. https://doi.org/10.32924/ijbs.v5i1.190
Silva, M. E. da. (2021). Quality Of Service And Price Perception Affect Customer Loyalty With Consumer Satisfaction As A Mediation Variables. Journal of Applied Management and Business (JAMB), 1(2), 25–31. https://doi.org/10.37802/jamb.v1i2.144
Situmorang, S. H. (2018). Influence Of Servicescape, Customer Satisfaction, WOM, and Social Media to Consumer Loyalty (study case bali beach). Proceedings of the 1st Economics and Business International Conference 2017 (EBIC 2017), 46(Ebic 2017), 403–408. https://doi.org/10.2991/ebic-17.2018.62
Tjiptono, F. (2019). PEMASARAN JASA (A. Diana (ed.); Terbaru). Andi.
Tjiptono, F., & Chandra, G. (2017). Pemasaran Strategik Mengupas Pemasaran Strategik, Branding Strategy, Customer Satisfaction, Strategi Kompetitif hingga e- marketing (edisi 3). Penerbit ANDI.
Yamit, Z. (2001). Manajemen Kualitas Produk Dan Jasa (1st ed.). EKONESIA.