scholarly journals EFFECT OF QUALITY SERVICE, PRICE AND STORE ATMOSPHERE ON CUSTOMER SATISFACTION (STUDY ON CANGKIR COFFEE SHOP IN SURABAYA)

2019 ◽  
Vol 3 (2) ◽  
pp. 123
Author(s):  
Faries Hizrian Effendy
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Sampling Technique ◽  
Quality Service ◽  
Coffee Shop ◽  
Positive Effects ◽  
Analysis Technique ◽  
Multiple Determination ◽  
Feasibility Test ◽  
Test Result

This is study aimed to investigate the effect of service quality, price and store atmosphere on customer satisfaction. The research object was Cangkir Coffee in Surabaya. The population of this study were customer of cangkir Coffee Surabaya. The sampling technique was incidental sampling technique; thus the samples were 100 customers who were unintentionally met at Cangkir Coffee Surabaya. Moreover, the analysis technique for this research data applied multiple regression models.The result of classic assumption test that were obtained from normality, multicollinearity and heteroscedasticity indicated that all variables did not contravene the specified condition. While, the result of feasibility test, the regression model that was utilized in this study was feasible. As the result of multiple determination coefficient, the variables of sevice quality, price, and store atmosphere were about 58.8%, indicating the customer satisfaction variable. Furthemore, the partial test result found that the service quality, price and store atmosphere variables had significant and positive effects on customer satisfaction.

scholarly journals The Structural Relationship among Perceived Service Quality, Perceived Value, and Customer Satisfaction-Focused on Starbucks Reserve Coffee Shops in Shanghai, China

2021 ◽  
Vol 13 (15) ◽  
pp. 8633
Author(s):  
Yuhan Ge ◽  
Qing Yuan ◽  
Yaxi Wang ◽  
Keunsoo Park
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Behavioral Intention ◽  
Perceived Value ◽  
Significant Positive Effect ◽  
Coffee Shop ◽  
Perceived Service Quality ◽  
Positive Effects ◽  
Coffee Shops ◽  
Positive Effect

In today’s increasingly competitive coffee industry, the point of running a good coffee shop is no longer to run a coffee and beverage shop simply, but to focus on the quality of service and the value that customers feel as a result. Previous studies have mainly discussed the customer satisfaction and behavioral intention of restaurants, while few studies have explored the influencing factors of customer satisfaction and behavioral intention of chain coffee shops. Given that the perceived service quality theory and DINESERV model can effectively predict customer satisfaction and behavioral intention, this study took 385 consumers in the first Starbucks Reserve flagship store in China as survey objects. SmartPLS 3.0 software was used to explore the relationship among respondents’ perceived service quality, customer perceived value, satisfaction, and behavioral intention. The results show that service quality has a partially significant positive effect on perceived value. Perceived service quality and customers’ perceived value both have significant positive effects on satisfaction. Customers’ satisfaction has a significant positive effect on their behavioral intention. These results indicate that enterprises should strengthen the emotional bond between consumers and enterprises and improve the reliability, assurance, and empathy of perceived service quality to create a better emotional resonance between consumers and the Starbucks brand to improve customer satisfaction. At the same time, it should also promote the symbolic perceived value of Chinese consumers to Starbucks to realize the sustainable development of coffee-shop operation and consumer repurchase. This study expands the research on the service quality, perceived value, and behavioral intention of coffee chain enterprises in the context of non-habitual coffee-drinking countries. Moreover, it provides case support for the operation and research of regional cultural consumption habits of international catering chain enterprises.

scholarly journals ANALISIS KUALITAS PELAYANAN DENGAN MENGGUNAKAN METODE FUZZY-SERVQUAL PADA KANTOR POS PUSAT KOTA PADANG

Jurnal Ecogen ◽  
2019 ◽  
Vol 2 (1) ◽  
pp. 18
Author(s):  
Widia Afriyuni ◽  
Rahmiati Rahmiati ◽  
Muthia Roza Linda
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Sampling Technique ◽  
Total Sample ◽  
Primary Data ◽  
Post Office ◽  
City Center ◽  
A Value ◽  
Analysis Technique

This study aims to analyze: (1) The level of customer satisfaction with the quality provided by the Padang City Center Post Office (2) Service attributes that need to be improved in service quality at the Padang City Center Post Office so as to improve customer satisfaction (3) Quality dimensions services that have the greatest influence on customer satisfaction at the Padang City Center Post Office. The population of this research is the Post Office customers with unknown number of respondents. The sampling technique of this study was accidental sampling technique with a total sample of 100 people. The data used is primary data. The data analysis technique uses the fuzzy-servqual method using Microsoft Excel software. The results showed that: (1) The level of consumer satisfaction is low because the overall servqual (gap) value is negative, namely -0.75 (2) There are 17 attributes that need to be improved from the 22 attributes that are tested to improve the quality of service at the Post Office Padang City Center (3) Dimensions of service quality with the biggest gap is the dimension of responsiveness with a value of -1.32.Keywords: Service Quality, fuzzy-servqual, customer satisfaction

scholarly journals Pengaruh Kualitas Produk, Harga Dan Kualitas Pelayanan Terhadap Kepuasan Konsumen Kedai Warsu Coffe Cafe

2019 ◽  
Vol 15 (2) ◽  
pp. 250
Author(s):  
Risatul Umami ◽  
As'at Rizal ◽  
Sumartik Sumartik
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Sampling Technique ◽  
Product Price ◽  
Descriptive Research ◽  
Good Product ◽  
Analysis Technique ◽  
Dominant Influence ◽  
Good Product Quality

This research finds out the effect of product, price and service quality toward customer satisfaction both partially and simultaneously at Warsu Coffe Cafe. It is descriptive research with a quantitative method. The data were collected using questionnaires and documentation. The populations were the consumers who visited and bought a product in Warsu Coffe Cafe. The samples were 87 respondents that were chosen by using nonprobability sampling technique with incidental sampling type. The analysis technique used multiple linear regression. The result showed that both partially and simultaneously, the product, price, and service quality affect customer satisfaction. The most dominant influence is product quality on customer satisfaction, it shows that the Warsu Coffee Cafe has good product quality.

scholarly journals PENGARUH KUALITAS PELAYANAN, KUALITAS PRODUK DAN CITRA BANK TERHADAP KEPUASAN NASABAH ERA COVID 19 (STUDI KASUS DI PT. BANK MANDIRI KANTOR CABANG PALEMBANG)

2021 ◽  
Vol 2 (2) ◽  
pp. 201-210
Author(s):  
Rora Rosmaya Sari ◽  
Luis Marnisah ◽  
Fakhry Zamzam
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Banking System ◽  
Sampling Technique ◽  
Corporate Image ◽  
Analysis Technique ◽  
Quality Product ◽  
Improve Service Quality

This study aims to analyze the effect of service quality, product quality and bank image on customer satisfaction. The population in this study were customers at PT. Bank Mandiri Palembang Branch Offices totaling 174,363 people. Determination of the sample using the Slovin formula, in order to obtain a sample of 100 people with incidental sampling technique. The analysis technique uses multiple linear regression with hypothesis testing using the t test and the F test. The results show that partially the variables of service quality and bank image have a significant and significant effect on customer satisfaction at Bank Mandiri. Meanwhile, the variable of product quality has an effect and is not significant towards the customer satisfaction of Bank Mandiri. Together, the variable service quality, product quality, and image of the bank simultaneously have an effect and are significant on customer satisfaction at Bank Mandiri. It is hoped that Bank Mandiri will further improve service quality, such as maintaining the banking system so that it always runs well, providing good and appropriate solutions, and maintaining a high corporate image as a customer image.

scholarly journals ANALISIS PENGARUH KUALITAS PRODUK, KUALITAS LAYANAN DAN HARGA TERHADAP KEPUASAN KONSUMEN (Studi Kasus Pada Konsumen Industry/ Toko Bakery di Kota Bengkulu)

2019 ◽  
Vol 13 (1) ◽  
pp. 71-85
Author(s):  
Herry Nofrianda
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Descriptive Analysis ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
Primary Data ◽  
Quality Service ◽  
Descriptive Research

Abstract: The objective of this research is to analyze the effect of product quality, service quality and price toward customer satisfaction on industry/ bakery shop in the Bengkulu city. This study is a descriptive research which aims to clarify the relationship or influence that exist between the variables studied. The type of data used a primary data that is collected from questionnaires. Respondents of this study is the customer industry/ bakery shop in Bengkulu city as many 2400 people were taken with the judgemental (purposive sampling) technique. The methods of data analysis used are descriptive analysis by using the mean, frequency distribution table and multiple linear regression analysis.  Based on the analysis, the result that the simultaneously product quality, service quality, and price is significantly impact on customer satisfaction industry/bakery shop in the Bengkulu city. The next in partial product quality and service quality is positively and significantly impact on customer satisfaction industry/bakery shop in the Bengkulu city, while the price is negative and significantly impact on customer satisfaction industry/ bakery shop in the Bengkulu city.Keyword: service, quality, satisfaction, bakery. 

scholarly journals The effect of service quality and customer satisfaction toward customer loyalty in service industry

2021 ◽  
Vol 9 (3) ◽  
pp. 631-636 ◽  
Author(s):  
Dewi Dewi ◽  
Ferdian Hajadi ◽  
Yunita Wijaya Handranata ◽  
Maria Grace Herlina
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Service Industry ◽  
Sampling Technique ◽  
Regression Methods ◽  
Positive Effects ◽  
The Impact ◽  
Positive Effect ◽  
Selection Of

The purpose of this study is to determine the impact of service quality and customer satisfaction on customer loyalty of the laundry service industry in Indonesia. The research methods used were quantitative, and analyzed using multiple linear regression methods. Data were obtained by distributing questionnaires to 100 respondents in Jakarta from February to March 2020. The selection of respondents used a purposive sampling technique, with the criteria of using laundry services in the past. Findings from this research revealed a significant positive effect of service quality toward customer satisfaction; and both service quality and customer satisfaction also have significant and positive effects towards customer loyalty in laundry services in Indonesia. From this research, it is expected that the entrepreneur in the laundry service industry would better understand the importance of service quality, customer satisfaction and its correlation to customer loyalty in order to improve firm sales performance.

scholarly journals ANALISIS PENGARUH BRAND IMAGE ,SERVICE QUALITY DAN PRICE TERHADAP CUSTOMER SATISFACTION

2019 ◽  
Vol 8 (9) ◽  
pp. 5867
Author(s):  
Juliana Juliana
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Sampling Method ◽  
Total Population ◽  
Brand Image ◽  
Sampling Technique ◽  
Analysis Technique ◽  
Free Service ◽  
Independent Variable ◽  
Positive Effect

Telkomsel is the largest cellular telecommunications operator in Indonesia. This study aims to analyze how the influence between brand image, service quality and price on customer satisfaction. This research was conducted on Telkomsel operator customers at Karawaci Lippo Village. Total population of all customers using Telkomsel operators in Karawaci Lippo Village. Samples taken using non probability sampling method with purposive sampling technique. Data was obtained by distributing questionnaires to 100 respondents who were distributed directly. The data analysis technique used is using multiple regression analysis. The results obtained show that the brand image independent variable has a positive effect on the dependent variable customer satisfaction free service quality variable has a positive effect on the dependent variable customer satisfaction and the independent variable price has a positive effect on customer satisfaction Keywords: brand image,, service quality, price, customer satisfaction

PENGARUH KUALITAS LAYANAN DAN HARGA TERHADAP KEPUASAN KONSUMEN PADA KEDAI DEN BEI KOTA BEKASI

2019 ◽  
Vol 7 (2) ◽  
Author(s):  
Imam Wibowo ◽  
Linda Stefani
Keyword(s):  
Regression Analysis ◽  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Random Sampling ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
Dominant Effect ◽  
Analysis Technique

<em>This research is about The Effect of Service Quality and Price on Customer Satisfaction. This research aims to determine the simultaneous and partial effect between Service Quality and Price on Customer Satisfaction at Kedai Den Bei in Pondok Gede Bekasi. In this research the sample took 60 respondent using random sampling technique. The data that has been obtained tested using multiple linear regression analysis technique. The result that shown from this research are Service Quality and Price simultaneous and partial gave positive and significant effect on Customer Satisfaction, whereService Quality has more dominant effect to Customer Satisfaction. Thus, it can be concluded that Service Quality and Price influence Customer Satisfaction at Kedai Den Bei in Pondok Gede Bekasi</em>

scholarly journals Pengaruh Harga, Kualitas Pelayanan dan Lokasi pada Laguna Family Karaoke di Sungai Penuh

2020 ◽  
Vol 5 (1) ◽  
pp. 95
Author(s):  
Edia Satria
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Quantitative Research ◽  
Research Result ◽  
Sampling Technique ◽  
Positive Influence ◽  
Analysis Technique ◽  
Questionnaire Validity ◽  
Result Show ◽  
Regression Tests

This research was conducted to find out (1) The effect of Prices on Customer Satisfaction at Laguna Family Karaoke In Sungai Penuh. (2) The influence of Service Quality on Customer Satisfaction at Laguna Family Karaoke In Sungai Penuh. (3) The influence on customer Satisfaction at Laguna Family Karaoke In Sungai Penuh. (4) The influence of Price, Service Quality and Location simultaneously on Customer Satisfaction at Laguna Family Karaoke In Sungai Penuh. This research is quantitative research. The population in this research is consumers at Laguna Family Karaoke in 2019. The sampling technique used in this research was accidental sampling. The sample in this research was 80 consumers in Laguna Family Karaoke. Data collection techniques using a questionnaire. Validity test using value corrected item total correlation. Reliability test using alpha cronbach. Data analysis technique use multiple linear regression tests. Research result show that : (1) there is a positive influence between price and customer satisfaction at Laguna Family Karaoke In Sungai penuh this is proven from t hitung > dari t tabel which one 7,456 >  2,021 and significant 0,000 < 0,05. (2) There is no positive influence between service quality on customer satisfaction at Laguna Family Karaoke In Sungai Penuh this is proven from t hitung< dari t tabel which one -0,918 <2,021 and significant 0,363 > 0,05. (3) there is a positive influence between location and customer satisfaction at Laguna Family Karaoke In Sungai Penuh this is proven from t hitung < dari t tabel which one -2,371 > 2,021 and significant 0,020 < 0,05. (4) there is a positive influence between prices, service quality and location to customer satisfaction at Laguna Family Karaoke In Sungai Penuh this is proven from oleh fhitung  > ftabel that is 24,686> 2,58  dan signifikan 0,000 < 0,05.

scholarly journals Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pada JNE Cabang Bandung [The Influence of Service Quality on Customer Satisfaction at JNE Branch in Bandung]

2016 ◽  
Vol 11 (2) ◽  
pp. 265
Author(s):  
Januar Efendi Panjaitan ◽  
Ai Lili Yuliati
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Descriptive Analysis ◽  
Sampling Technique ◽  
P Value ◽  
Analysis Technique ◽  
Set Up ◽  
Branch Office

The purpose of this study was to determine the effect of Quality of Service Quality of Service Customer Satisfaction either simultaneously or partially on Cabang JNE Bandung. JNE is a freight company and documents that have been established since 1990. In 2004, JNE set up headquarters in Jakarta. The JNE Bandung has a branch office in Jalan Permata Kawaluyaan numbers 1-4 Soekarno Hatta, Bandung. The type of research used in this study was descriptive research type using a quantitative approach. The analysis technique used was descriptive analysis techniques and multiple linear regression. While the sampling technique used was Non Probability sampling using purposive sampling and number of samples of 78 people. The results of this research showed that the quality of service (X) consisting of Reliability, Assurance, Tangibles, Empathy, and Responsiveness simultaneously had significant influence on satisfaction of customers with significant value (p value) of 0.003 &lt; 0.05. Partial test results showed that the only variable that empathy has a partial effect on was customer satisfaction with the number of variables of significance (p value) amounted to 0.021 &lt; 0.05.

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