Dampak Kualitas Layanan, Kualitas Produk, Harga, Inovasi Dan Kualitas Yang Dirasakan Terhadap Kepuasan Pelanggan Dan Loyalitas Pelanggan
Main Article Content
Abstract
Pada era bisnis saat ini, persaingan bisnis dunia semakin pesat. Adanya persaingan yang semakin pesat membuat para pelaku usaha makanan terus berupaya memaksimalkan kinerja perusahaannya agar mampu bersaing di pasar. Penelitian ini bertujuan untuk meneliti pengaruh dari kualitas layanan, kualitas produk, harga, inovasi, kualitas yang dirasakan terhadap kepuasan pelanggan dan loyalitas pelanggan pada restoran Mie Gacoan di Jakarta Barat. Pengambilan sampel dalam penelitian ini menggunakan teknik purposive sampling yaitu pelanggan yang pernah konsumsi makanan Mie Gacoan, take away maupun dine-in minimal 2x dalam 1 bulan terakhir dengan minimal usia 18 tahun dan berdomisili di Kota Jakarta Barat. Sampel pada penelitian ini berjumlah 240 responden. Penelitian ini menggunakan metode kuantitatif dengan aplikasi PLS SEM. Hasil penelitian menunjukkan bahwa kualitas layanan, kualitas produk, harga, inovasi dan kualitas yang dirasakan berpengaruh positif atas kepuasan pelanggan dan kepuasan pelanggan berpengaruh positif atas loyalitas pelanggan. Kedepannya restoran Mie gacoan dapat meningkatkan kepuasan pada pelanggan seperti memberikan diskon atau hadiah khusus di hari ulang tahun pelanggan untuk memberikan kesan personal dan memberikan poin reward yang dapat ditukarkan dengan diskon, hadiah, atau benefit lainnya untuk pembelian di masa mendatang.
Downloads
Article Details
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
References
Abigail, J., Sari, V. P., & Saputra, D. (2024). The Influence of Product Quality and Online Shopping Experience (OSE) on Consumer Loyalty through Customer Satisfaction on Local Skincare Products. Procedia Computer Science, 234(2023), 537–544. https://doi.org/10.1016/j.procs.2024.03.037
Adriatico, R. L., Razalan, A. M. A., Pagbilao, C. M. V., Afalla, B. T., & Cruz, L. M. Dela. (2022). Service Quality and Customer Satisfaction in Dining Restaurants: Inputs for Tourism and Hospitality Curriculum Enhancement. Academic Journal of Interdisciplinary Studies, 11(3), 30–37. https://doi.org/10.36941/AJIS-2022-0065
Ali, D., Alam, M., & Bilal, H. (2021). The Influence of Service Quality, Price, and Environment on Customer Loyalty in the Restaurant’s Industry: The Mediating Role of Customer Satisfaction. Journal of Accounting and Finance in Emerging Economies, 7(1), 143–154. https://doi.org/10.26710/jafee.v7i1.1587
Bhowmick, A., & Seetharaman, A. (2023). Impact of Product Quality on Customer Satisfaction: A Systematic Literature Review. ACM International Conference Proceeding Series, October, 93–99. https://doi.org/10.1145/3603421.3603434
Czajkowska, A., & Kaczmarska, B. (2025). Application of the Servqual Method to Highlight the Significance of Customer Satisfaction in the Process of Shaping Quality of Services and the Nature of Required Innovation. Advances in Science and Technology Research Journal, 19(3), 172–183. https://doi.org/10.12913/22998624/197428
Dahlia. (2025). Mie Gacoan : Fenomena Kuliner Murah Meriah yang Mengguncang Selera Anak Muda Indonesia. https://palpos.disway.id/read/696715/mie-gacoan-fenomena-kuliner-murah-meriah-yang-mengguncang-selera-anak-muda
Deryana, L., Hasyim, A. W., Abdulhaji, S., & Hidayanti, I. (2024). The Effect of Service Innovation , Experience Value , and Customer Value on Customer Satisfaction : A Systematic Literature Review. Library Progress International, 44(3), 15966–15983. www.bpasjournals.com
Gonu, E., Agyei, P. M., Richard, O. K., & Asare-Larbi, M. (2023). Customer Orientation, Service Quality and Customer Satisfaction Interplay in the Banking Sector: An Emerging Market Perspective. Cogent Business and Management, 10(1), 1–20. https://doi.org/10.1080/23311975.2022.2163797
Hair, J. F., Risher, J. J., Sarstedt, M., & Ringle, C. M. (2019). When to Use and How to Report the Results of PLS-SEM. European Business Review, 31(1), 2–24. https://doi.org/10.1108/EBR-11-2018-0203
Hoe, L. C., & Mansori, S. (2018). The Effects of Product Quality on Customer Satisfaction and Loyalty: Evidence from Malaysian Engineering Industry. International Journal of Industrial Marketing, 3(1), 20–35. https://doi.org/10.5296/ijim.v3i1.13959
Hui, G., Al Mamun, A., Reza, M. N. H., & Hussain, W. M. H. W. (2025). An Empirical Study on Logistic Service Quality, Customer Satisfaction, and Cross-Border Repurchase Intention. Heliyon, 11(1), 1–19. https://doi.org/10.1016/j.heliyon.2024.e41156
Javed, S., Rashidin, M. S., Zhu, M., Xu, Z., Jian, W., & Zuo, S. (2021). Combined Effects of Drivers and Impact of Customer Satisfaction on Brand Loyalty: The Contingent Effect of Social Trust. SAGE Open, 11(1), 1–18. https://doi.org/10.1177/21582440211003566
King’ola, A. M., & Musyoka, R. (2024). Perceived Quality , Firm Characteristics and Customer Satisfaction : An Independent Study Paper. International Journal of Recent Research in Commerce Economics and Management, 11(3), 99–108. https://doi.org/https://doi.org/10.5281/zenodo.13828354
Konuk, F. A. (2019). The Influence of Perceived Food Quality, Price Fairness, Perceived Value and Satisfaction on Customers’ Revisit and Word-of-Mouth Intentions towards Organic Food Restaurants. Journal of Retailing and Consumer Services, 50(May), 103–110. https://doi.org/10.1016/j.jretconser.2019.05.005
Le, D. N., Nguyen, H. T., & Truong, P. H. (2020). Port Logistics Service Quality and Customer Satisfaction: Empirical Evidence from Vietnam. The Asian Journal of Shipping and Logistics, 36(2), 89–103. https://doi.org/10.1016/j.ajsl.2019.10.003
Li, Y., & Shang, H. (2020). Service Quality, Perceived Value, and Citizens’ Continuous-Use Intention Regarding E-Government: Empirical Evidence from China. Information and Management, 57(3), 1–15. https://doi.org/10.1016/j.im.2019.103197
Manhas, P. S., Sharma, P., & Quintela, J. A. (2024). Product Innovation and Customer Experience: Catalysts for Enhancing Satisfaction in Quick Service Restaurants. Tourism and Hospitality, 5(3), 559–576. https://doi.org/10.3390/tourhosp5030034
Marei, A., Al-Haddad, S., Daoud, L., Habashneh, A., Fariz, R., & Aldamisi, R. (2022). The Impact of Innovation on Customer Satisfaction in the Commercial Banks: Business Performance as a Mediating Variable. Uncertain Supply Chain Management, 10(3), 887–894. https://doi.org/10.5267/j.uscm.2022.3.006
Moorthy, K., T’ing, L. C., Na, S. A., Ching, C. T., Loong, L. Y., Xian, L. S., & Ling, T. W. (2018). Corporate Image No Longer Leads to Customer Satisfaction and Loyalty: A Malaysian Perspective. International Journal of Law and Management, 60(4), 934–952. https://doi.org/10.1108/IJLMA-04-2017-0082
Mulady, R. Z., & Sumadi, S. (2023). The Influence of Service Quality, Product Quality, Price, and Innovation on Customer Loyalty at Satay Restaurant With the Customer Satisfaction as an Intervening Variable. International Journal of Research in Business & Social Science, 12(4), 115–122. https://doi.org/https://doi.org/10.20525/ijrbs.v12i4.2613
Nguyen, D. T., Pham, V. T., Tran, D. M., & Pham, D. B. T. (2020). Impact of Service Quality, Customer Satisfaction and Switching Costs on Customer Loyalty. Journal of Asian Finance, Economics and Business, 7(8), 395–405. https://doi.org/10.13106/JAFEB.2020.VOL7.NO8.395
Nguyen, H. M., Ho, T. K. T., & Ngo, T. T. (2024). The Impact of Service Innovation on Customer Satisfaction and Customer Loyalty: A Case in Vietnamese Retail Banks. Future Business Journal, 10(1), 1–15. https://doi.org/10.1186/s43093-024-00354-0
Rashid, D. A., & Rasheed, D. R. (2024). Logistics Service Quality and Product Satisfaction in E-Commerce. SAGE Open, 4(1), 1–12. https://doi.org/10.1177/21582440231224250
Sambo, E., Sunday, U. I., Mary, A. M., & John, F. (2021). Impact of Product Quality on Customer Satisfaction and Loyalty. Proceedings of the 15th Annual International Conference Impact, 24(2), 1389–1402. https://doi.org/10.3126/md.v24i2.50041
Sarwono, J. (2006). Metode penelitian kuantitatif dan kualitatif.
Shafiq, A., Mostafiz, M. I., & Taniguchi, M. (2019). Using SERVQUAL to Determine Generation Y’s Satisfaction towards Hoteling Industry in Malaysia. Journal of Tourism Futures, 5(1), 62–74. https://doi.org/10.1108/JTF-01-2018-0004
Suchanek, P., & Bucicova, N. (2025). The Customer Satisfaction Model in the Mobile Telecommunications Sector After Covid-19 pandemic. PLOS ONE, 20(1), 1–24. https://doi.org/10.1371/journal.pone.0317093
Suttikun, C., & Meeprom, S. (2021). Examining the Effect of Perceived Quality of Authentic Souvenir Product, Perceived Value, and Satisfaction on Customer Loyalty. Cogent Business and Management, 8(1), 1–19. https://doi.org/10.1080/23311975.2021.1976468
Syah, T. Y. R., & Olivia, D. (2022). Enhancing Patronage Intention on Online Fashion Industry in Indonesia: The Role of Value Co-Creation, Brand Image, and E-Service Quality. Cogent Business and Management, 9(1), 1–32. https://doi.org/10.1080/23311975.2022.2065790
Truong, N. T., Dang-Pham, D., McClelland, R. J., & Nkhoma, M. (2020). Service Innovation, Customer Satisfaction and Behavioural Intentions: A Conceptual Framework. Journal of Hospitality and Tourism Technology, 11(3), 529–542. https://doi.org/10.1108/JHTT-02-2019-0030
Tuncer, I., Unusan, C., & Cobanoglu, C. (2021). Service Quality, Perceived Value and Customer Satisfaction on Behavioral Intention in Restaurants: An Integrated Structural Model. Journal of Quality Assurance in Hospitality and Tourism, 22(4), 447–475. https://doi.org/10.1080/1528008X.2020.1802390
Uma Sekaran, R. B. (2016). Research Methods For Business : A Skill-Building Approach in Wiley. Wiley, 34(7). https://doi.org/https://doi.org/10.1108/lodj-06-2013-0079
Uvet, H. (2020). Importance of Logistics Service Quality in Customer Satisfaction: An Empirical Study. Operations and Supply Chain Management, 13(1), 1–10. https://doi.org/10.31387/OSCM0400248
Xie, C., & Sun, Z. (2021). Influence of Perceived Quality on Customer Satisfaction in Different Stages of Services. Nankai Business Review International, 12(2), 258–280. https://doi.org/10.1108/NBRI-01-2020-0004
Yas, H., Jusoh, A., Abbas, A., Mardani, A., & Nor, K. M. (2020). A Review and Bibliometric Analysis of Service Quality and Customer Satisfaction by Using Scopus Database. International Journal of Management (IJM), 11(8), 459–470. https://doi.org/10.34218/IJM.11.8.2020.044
Zhong, Y., & Moon, H. (2020). What Drives Customer Satisfaction, Loyalty, and Happiness in Fast-Food Restaurants in China? Perceived Price, Service Quality, Food Quality, Physical Environment Quality, and the Moderating Role of Gender. Food Choice and Consumer Psyhology, 9(4), 1–19. https://doi.org/doi:10.3390/foods9040460