Pengaruh Kualitas Pelayanan dan Harga terhadap Kepuasan Pelanggan pada Cafe Teman Cerita
DOI:
https://doi.org/10.58192/ebismen.v5i3.4530Keywords:
Service Quality, Price, Customer SatisfactionAbstract
This study aims to analyze the effect of service quality and price on customer satisfaction at Cafe Teman Cerita. The research employed a quantitative method with an associative approach. The population consisted of all customers who had made purchases at Cafe Teman Cerita, while the sample included 96 respondents selected using purposive sampling. Data were collected through questionnaires and analyzed using multiple linear regression with SPSS software. The results indicate that service quality has a positive and significant effect on customer satisfaction, with a t-value of 2.401 and a significance value of 0.018 < 0.05. Meanwhile, price does not have a significant effect on customer satisfaction, with a t-value of -1.568 and a significance value of 0.120 > 0.05. Simultaneously, service quality and price significantly affect customer satisfaction, as indicated by an F-value of 3.359 and a significance value of 0.039 < 0.05. The study concludes that improving service quality is the main factor in enhancing customer satisfaction at Cafe Teman Cerita.
References
Aditya Wardhana. (2024). Consumer Behavior in The Digital Era 4.0 – Edisi Indonesia. Purbalingga: Eureka Media Aksara.
Bayuardie, et al. (2023). Pengaruh Kualitas Produk dan Pelayanan terhadap Kepuasan Konsumen dalam Pasar Kompetitif. Jurnal Manajemen Dan Bisnis.
Chaffey, D., & Smith, P. R. (2022). Digital Marketing ; Strategy, implementation and practice. Harlow : Pearson Education Limited.
Ghozali, I. (2021). Aplikasi Analisis Multivariate dengan Program IBM SPSS 26. Semarang: Badan Penerbit Universitas Diponegoro.
Irzaldi, Yazid, Hidaya, & W. (2020). Pengaruh Kualitas Pelayanan Dan Harga Terhadap Keputusan Pembelian. Jurnal Ilmu Administrasi Bisnis,.
Kotler, P. dan K. L. K. (2016). Manajemen Pemasaran. Edisi 13. Jilid 1. Erlangga. Jakarta.
Kotler, P., Armstrong, G., Harris, L. C., & He, H. (2022). Principles of Marketing (Global Edition). Pearson Education.
Kurniawan, F. Y., & Sari, D. (. (2017). pengaruh Kualitas Produk, Harga, Dan Kepercayaan Terhadap Proses Keputusan Pembelian Konsumen Perusahaan Konveksi Inglorious Industries Di Kota Bandung. E-Proceeding of Management :
Marati, N. C. (2016). Pengaruh kualitas pelayanan dan harga terhadap kepuasan pelanggan pada jasa transportasi ojek online (Study pada konsumen gojek di Surabaya). Jurnal Pendidikan Tata Niaga (JP. Jurnal Pendidikan Tata Niaga (JPTN), 4(3).
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). (1988). SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, 64(1),.
Rachman, D. A. (2017). Pengaruh Kualitas Pelayanan Dan Harga Terhadap Keputusan Pembelian. Diponegoro. Diponegoro Journal Of Social And Political Science,.
Riduwan. (2022). Skala Pengukuran Variabel-Variabel Penelitian. Bandung: Alfabeta.
Sugiyono. (2019). Metode Penelitian Kuantitatif, Kualitatif, dan R&D. Bandung: Alfabeta.
Suharsimi, A. (2020). Prosedur Penelitian: Suatu Pendekatan Praktik. Jakarta: Rineka Cipta.
Tjiptono, F., & Chandra, G. (2019). Service, Quality dan Customer Satisfaction Edisi 5. Yogyakarta: Andi Offse.
Zahrowati, & Suparwati, S. (2018). No. Banten: Unpam Press.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2026 Jurnal Ekonomi, Bisnis dan Manajemen
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
