The Influence of Service Quality and Price on Customer Satisfaction at Kopi Nako Bandung
DOI:
https://doi.org/10.61194/ijmb.v2i3.249Keywords:
Service Quality, Price, Customer SatisfactionAbstract
This research aims to determine the influence of Service Quality and Price on Customer Satisfaction at Kopi Nako Bandung, both partially and simultaneously. Empirical study methods were used in this research, with a population taken from consumers of Kopi Nako Bandung. Data were processed using multiple linear regression analysis. The results of the correlation coefficient calculation show that Service Quality has a strong relationship with Customer Satisfaction. The results of the coefficient of determination and hypothesis testing show that Service Quality has a significant effect on the Customer Satisfaction variable. Price has a strong relationship with Customer Satisfaction. The results show that Price has a significant effect on the Customer Satisfaction variable. Meanwhile, simultaneously, it can be said that Service Quality and Price have a very strong relationship with Customer Satisfaction. Based on simultaneous hypothesis testing, there is a significant simultaneous influence between Service Quality and Price on Customer Satisfaction.
References
Babar, A., Usman, M., & Raheem, A. (2022). Service quality dimensions and their impact on customer satisfaction in academic journal publishing. International Journal of Information Management Data Insights, 2(2), 100085. https://doi.org/10.1016/j.jjimei.2022.100085 DOI: https://doi.org/10.1016/j.jjimei.2022.100085
Kumar, T., Post, A. E., Ray, I., Otsuka, M., & Pardo-Bosch, F. (2022a). From public service access to service quality: The distributive politics of piped water in Bangalore. World Development, 151. https://doi.org/10.1016/J.WORLDDEV.2021.105736
Kumar, T., Post, A. E., Ray, I., Otsuka, M., & Pardo-Bosch, F. (2022b). From public service access to service quality: The distributive politics of piped water in Bangalore. World Development, 151. https://doi.org/10.1016/j.worlddev.2021.105736 DOI: https://doi.org/10.1016/j.worlddev.2021.105736
Kumeka, T. T., Uzoma-Nwosu, D. C., & David-Wayas, M. O. (2022). The effects of COVID-19 on the interrelationship among oil prices, stock prices and exchange rates in selected oil exporting economies. Resources Policy, 77. https://doi.org/10.1016/j.resourpol.2022.102744 DOI: https://doi.org/10.1016/j.resourpol.2022.102744
Kurniawati, R. A., Kusyanti, A., & Mursityo, Y. T. (2018). Analysis of the Effect of Website Quality on Mister Aladin’s Customer Satisfaction Using Webqual 4.0. Journal of Information Technology and Computer Science Development, 2(3), 1151–1160. https://j-ptiik.ub.ac.id/index.php/j-ptiik/article/view/1094
Lechthaler, F., & Leinert, L. (2019). Moody oil: What is driving the crude oil price? Empirical Economics, 57(5), 1547–1578. https://doi.org/10.1007/s00181-018-1504-x DOI: https://doi.org/10.1007/s00181-018-1504-x
Lee, C.-S., & Yew, L.-Y. (2022). Enhancing customer satisfaction through open innovation communities: A comparison of knowledge management approaches. Knowledge Management and E-Learning, 14(1), 81–102. https://doi.org/10.34105/j.kmel.2022.14.006 DOI: https://doi.org/10.34105/j.kmel.2022.14.006
Mariansyah, A., & Syarif, A. (2020). The influence of product quality, service quality, and price on consumer satisfaction at Kabalu Cafe. Management Development Scientific Journal, 3(2), 134–146.
Paul, A., Pervin, M., Roy, S. K., Weber, G.-W., & Mirzazadeh, A. (2021). Effect of price-sensitive demand and default risk on optimal credit period and cycle time for a deteriorating inventory model. RAIRO - Operations Research, 55, S2575–S2592. https://doi.org/10.1051/ro/2020108 DOI: https://doi.org/10.1051/ro/2020108
Sá, F., Rocha, Á., & Pérez Cota, M. (2016a). From the quality of traditional services to the quality of local e-Government online services: A literature review. Government Information Quarterly, 33(1), 149–160. https://doi.org/10.1016/j.giq.2015.07.004
Sá, F., Rocha, Á., & Pérez Cota, M. (2016b). From the quality of traditional services to the quality of local e-Government online services: A literature review. Government Information Quarterly, 33(1), 149–160. https://doi.org/10.1016/J.GIQ.2015.07.004 DOI: https://doi.org/10.1016/j.giq.2015.07.004
Sen, A. P., Chang, J. Y., & Hargraves, J. (2023a). Health Care Service Price Comparison Suggests That Employers Lack Leverage To Negotiate Lower Prices. Health Affairs, 42(9), 1241–1249. https://doi.org/10.1377/hlthaff.2023.00257
Sen, A. P., Chang, J. Y., & Hargraves, J. (2023b). Health Care Service Price Comparison Suggests That Employers Lack Leverage To Negotiate Lower Prices. Health Affairs, 42(9), 1241–1249. https://doi.org/10.1377/hlthaff.2023.00257 DOI: https://doi.org/10.1377/hlthaff.2023.00257
Song, Z., Sun, Y., Wan, J., & Liang, P. (2017). Data quality management for service-oriented manufacturing cyber-physical systems. Computers and Electrical Engineering, 64, 1339–1351. https://doi.org/10.1016/j.compeleceng.2016.08.010 DOI: https://doi.org/10.1016/j.compeleceng.2016.08.010
Talapatra, S., Santos, G., & Gaine, A. (2022). FACTORS AFFECTING CUSTOMER SATISFACTION IN EATERY BUSINESS – AN EMPIRICAL STUDY FROM BANGLADESH. International Journal for Quality Research, 16(1), 163–176. https://doi.org/10.24874/IJQR16.01-11 DOI: https://doi.org/10.24874/IJQR16.01-11
Thaha, M., Razak, A., & Rivai, F. (2020). Influence of IUR cost to patient satisfaction through customer value patients BPJS hospital in south sulawesi province. Medico-Legal Update, 20(3), 840–846. https://www.scopus.com/inward/record.uri?eid=2-s2.0-85093100064&partnerID=40&md5=17abc02d37fcf6eff094564dca985404
Trukeschitz, B., Hajji, A., Kieninger, J., Malley, J., Linnosmaa, I., & Forder, J. (2021). Investigating factors influencing quality-of-life effects of home care services in Austria, England and Finland: A comparative analysis. Journal of European Social Policy, 31(2), 192–208. https://doi.org/10.1177/0958928720974189 DOI: https://doi.org/10.1177/0958928720974189
Bachmid, S. (2023). Dimensi Kualitas Layanan Di Perguruan Tinggi. Yogyakarta: Deepublish Publisher.
Dinas Kebudayaan dan Pariwisata. 2022. Perkembangan Kedai Kopi (Coffee Shop) di Kota Bandung Tahun 2019- 2022. Bandung: DISBUDPAR
Majid, Abdul Suharto, 2015, Layanan Konsumen dalam Bisnis Jasa Transportasi. Depok: PT Rajagrafindo Persada.
Putra, S. R. (2017). Strategi Berlian Tembus Pasar Ekspor. Laksana: Yogyakarta.
Putri, Y. L., & Utomo, H. (2017, Juli). Pengaruh Kualitas Pelayanan Terhadap Loyalitas Pelanggan Dengan Kepuasan Sebagai Variabel
INTERVENING (Studi Persepsi Pada Pelanggan Dian Comp Ambarawa. Among Makarti, Vol.10, 74.
Pergikuliner. (2022, Oktober 13). Retrieved from Ringkasan pergi kuliner: https://pergikuliner.com/blog/22-cafe-favorit-di-bandung-yang-enak-dan- nyaman
Satriadi, Moeins, A., Agusven, T., Sjukun, & Sumardin. (2023). Metodologi Penelitian Kuantitatif. Pasaman: CV. AZKA PUSTAKA.
Sugiyono. (2018). Metode Penelitian Kuantitatif. Bandung: Alfabeta.
Sugiyono. (2019). Metode Penelitian Kuantitatif, Kualitatif, dan R&D. Bandung: Alfabeta.
Tjiptono, F. (2019). Pemasaran Jasa Edisi Terbaru. Yogyakarta: Andi.
Wangsajaya, Y., Zarlis, M., Situmorang, Z., & Wibowo, A. (2023). Monograf Model Pengukuran Kualitas Layanan Publik Dengan Indikator Presisi Polri Berbasis Kecerdasan Buatan. Yogyakarta: Nas Media Pustaka
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2024 Ryan Kurniawan, Windy Rashela, Widina
This work is licensed under a Creative Commons Attribution 4.0 International License.
