PENGARUH KUALITAS PELAYANAN DAN HARGA TERHADAP KEPUASAN PELANGGAN DIMSUM RATU TULUNGAGUNG

The Effect of Service Quality and Price on Customer Satisfaction of Dimsum Ratu Tulungagung

  • Febiana Fauziah Latif Universitas Bhinneka PGRI
DOI: https://doi.org/10.51125/citaekonomika.v16i2.6675
Keywords: Price, Customer Satisfaction, Service Quality

Abstract

The development of fast food restaurants is very much encountered especially in Indonesia in this increasingly sophisticated era. Therefore, competing in the fast food business is very tight and is required to follow the pattern of technological developments and times. Service quality is a major factor in the success of a company and can also affect customer satisfaction because of the interaction between consumers and companies that can work together. In addition to service quality, price perception also affects customer satisfaction. This study aims to determine the effect of service quality and price on customer satisfaction at Dimsum Ratu Tulungagung. The data collection method used in this study is a questionnaire and data analysis using multiple linear regression. The results of the t-test research proved that (Service Quality X1) tcount > ttable (7.003 > 1.98472) and (Price X2) tcount > ttable (4.998 > 2.00856) it can be partially concluded that "there is an influence on service quality and price. on customer satisfaction at Dimsum Ratu Tulungagung". The F test shows that the value of Fcount (305.815) > Ftable (3.94). This shows that there is a positive influence of service quality and price variables on customer satisfaction at Dimsum Ratu Tulungagung. R2 is 0.860 or the effective contribution of the two independent variables, namely 86% of customer satisfaction and 14% is explained by other variables not examined.

Downloads

Download data is not yet available.

References

Arikunto, S. (2020). Prosedur Penelitian; Suatu Pendekatan Praktek. Rineka Cipta.

Avita, R (2018). Strategi Promosi, Kualitas Produk, Kualitas Layanan Terhadap Kepuasan Pelanggan Pada Restoran MCDONALD'S Manado. Jurnal Emba. Vol 1. No. 4

Della S., Sri Suryoko and Apriantini. (2020). Pengaruh Kualitas Pelayanan Dan Harga Terhadap Kepuasan Konsumen Pada Rumah Makan Kampoeng Djowo Sekatul Kabupaten Kendal. Diponegoro Journal Of Social And Politic.

Drummond KE & Brefere LM. (2018). Nutrition for Foodservice and Culinary Professional’s, Seventh Edition. John Wiley & Sons, Inc.

Gaspersz, V. (2020). Total Quality Management. Jakarta : PT. Gramedia Pustaka Umum.

Kotler, P. (2018). Manajemen Pemasaran Di Indonesia. Buku 2. Diadaptasi oleh A.B Susanto. 2001. Jakrta : Salemba Empat.

Haryanto, R. A. (2017). Strategi Promosi, Kualitas Produk, Kualitas Layanan Terhadap Kepuasan Pelanggan Pada Restoran Mcdonald’s Manado. 1(4), 1465–1473.

Maimunah, S. (2020). Pengaruh Kualitas Pelayanan, Persepsi Harga, Cita Rasa Terhadap Kepuasan Konsumen Dan Loyalitas Konsumen. IQTISHADequity Jurnal MANAJEMEN, 1(2), 57–68. https://doi.org/10.51804/iej.v1i2.542

Moh. Ghozali. (2017). Pengaruh Kualitas Pelyanan Dan Harga Terhadap Kepuasan Pelanggan Pada Expedisi Di Surabaya. Jurnal Ekonomi Perusahaan, Vol. 12.

Rahayu, S., Assauri, S., & Heruwasto, I. (2017). The idea of congruence between image and society stereotype on attitude toward tourist destination. Journal of Environmental Management and Tourism, 8(4), 761–774. https://doi.org/10.14505/jemt.v8.4(20).06

Sugiyono. (2019). Metode Penelitian Kuantitatif, Kualitatif, dan R&D. Alphabet.

Teeroovengadum, V. R. N. C. G. T. J. K. A. K. S. (2019). Higher education service quality, student satisfaction and loyalty: Validating the HESQUAL scale and testing an improved structural model. 27(4). https://www.emerald.com/insight/content/doi/10.1108/QAE-01-2019-0003/ full/html

Widodo, T. (2016). Pengaruh Brand Image, Atribut Produk Dan Harga Terhadap Keputusan. Yogyakarta : Erlangga.

Wulandari, N. a. (2018). Analisis Pengaruh Kualitas Produk, Kualitas Pelayanan dan Lokasi Terhadap Kepuasan Konsumen (Studi Kasus Pada Konsumen Kopikita Semarang). (Doctoral Dissertation, Fakultas Ekonomi Dan Bisnis).

Yulisha, A.W (2013) Pengaruh Fasilitas Dan Pelayanan Terhadap Kepuasan Konsumen Pada Hotel Graha Santika Malang. Jurnal Ekonomi Dan Bisnis, Vol. 1.

Yusuf, F. (2018). Uji Validitas Dan Rehabilitas Instrumen Penelitian Kuantitatif. Jurnal Tarbiyah: Jurnal Ilmiah Kependididkan.

Published
2022-10-25
How to Cite
Latif, F. (2022) “PENGARUH KUALITAS PELAYANAN DAN HARGA TERHADAP KEPUASAN PELANGGAN DIMSUM RATU TULUNGAGUNG”, Jurnal Cita Ekonomika, 16(2), pp. 60-76. doi: 10.51125/citaekonomika.v16i2.6675.
Issue
Vol 16 No 2 (2022): Cita Ekonomika: Jurnal Ilmu Ekonomi
Section
Articles

Copyright (c) 2022 Jurnal Cita Ekonomika

Creative Commons License

This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.

Copyright aims to protect the specific way the article has been written to describe an experiment and the results. Cita Ekonomika is committed to its authors to protect and defend their work and their reputation and takes allegations of infringement, plagiarism, ethical disputes, and fraud very seriously. Cita Ekonomika is published under the terms of the Attribution-NonCommercial 4.0 International (CC BY-NC 4.0). Authors retain copyright and grant the journal right of first publication (online and print) with the work simultaneously. We use the restrictive license (non-commercial) as follows:
BY (attribution): Users are allowed to share, distribute and redistribute the published article in any medium or format, with an identification of the authors and its initial publication in this journal. Authors are encouraged to post and distribute their articles immediately after publication (e.g., institutional or public repositories, personal websites). Authors are allowed to enter into additional contractual arrangements for the non-exclusive distribution of the published and an acknowledgment of its initial publication in this journal.
NC (non-commercial): Users are not allowed to use the article commercially without the permission of the authors. Authors agree explicitly that the published article is indexed worldwide in databases, repositories and indexation services, even if these services operate on a commercial basis. Authors grant Cita Ekonomika explicit the right to include the published articles in databases, repositories and indexation services.