Pengaruh pencapaian kepuasan konsumen rumah makan berdasarkan kesan kualitas produksi dan harga
Abstract
The increasing development of the restaurant industry causes competition between business people, each business actor. This study was conducted to analyze and discuss the role of product quality impressions and price impressions on consumer satisfaction who visited the "Ayam Bakar Wong Solo" restaurant. The sampling technique in qualitative research uses non-probability sampling. The population in this study were all consumers who had eaten at the "Ayam Bakar Wong Solo" restaurant in the city of Surabaya, with 100 responden being a sampel. This study using multiple linear regression bassed the statistical analyze which is helped by SPSS 25.0 application. The results showed that the impression of product quality and the impression of price had a significant effect on the satisfaction of consumers who had visited the restaurant.
Keywords:
product quality, price, customer satisfaction
References
Ackaradejruangsri, P. 2012. The effect of Product Quality Attributes on Thai consumers’ Buying Decisions. Ritsumeikan Journal of Asia Pacific Studiesi, Vol.33(2), pp. 14-24.
Bearden, William O., Thomas N. Ingram & Rayomond W. LaForge. 2007. Marketing Management. Knowledge and Skills. International Edition. New York. McGraw-Hill.
Brucks, M., Zeithaml, V. A., & Naylor, G. 2000. Price and brand name as indicators of quality dimensions for consumer durables. Journal of the Academy of Marketing Science, 28(3), 359-374.
Chaudhuri, A. 2002. How Brand Reputation Affects the Advertising Brand Equity Link? Journal of Advertising Research, Vol.42 (3), pp. 33-43.
Darmawan, D. 2002. Dampak Kesan Kualitas Rumah Makan terhadap Minat Mereferensikan, Jurnal Bisnis, Ekonomi dan Sosial, Vol.3 No.1 Juli, 1-12.
Darmawan, D. 2011. Pengantar Manajemen Merek. Surabaya, Metromedia.
Darmawan, D. 2014. Perilaku Konsumen. Surabaya, Metromedia.
Darmawan, D. 2021. Pencapaian Kepuasan dan Loyalitas Pelanggan melalui Strategi Pemasaran Berdasarkan Pengalaman (Studi Kasus Pelanggan Rumah Makan Ayam Bakar Wong Solo di Mojokerto), Jurnal Manajemen, Bisnis, dan Kewirausahaan, Vol. 1 No. 1, 1-13.
Djati, S. Pantja & Didit Darmawan. 2004. Pengaruh Kesan Kualitas Layanan, Harga dan Kepuasan mahasiswa PTS terhadap Minat Mereferensi Kampusnya, Jurnal Widya Manajemen dan Akuntansi, Vol.4 No.2 Agustus, 190-204.
Dodds, W.B., Monroe, K.B., & Grewal, D. 1991. Effects of Price, Brand, and Store Information on Buyers‟ Product Evaluations. Journal of Marketing Research, 28 (3), 307-319.
Efnita, Titik. 2017. Pengaruh Variasi produk, Kualitas Pelayanan, Harga dan Lokasi terhadap Kepuasan Konsumen pada Wedding Organizer. Jurnal Ilmiah Ekonomi dan Bisnis, Vol. 14, No. 2, September, pp. 172-180
Ferrinadewi, E. & D. Darmawan. 2004. Perilaku Konsumen: Analisis Model Keputusan. Universitas Atma Jaya, Yogyakarta.
Foster, Bob. 2016. “The Effect of Price and Service Quality on Customer Satisfaction in Mutiara Hotel Bandung”. American Research Journal of Humanities and Social Sciences. Vol 12, pp. 1-12
Gaspersz, Vincent. 2011. Sistem Manajemen Kinerja Terintegrasi Balanced Scorecard dengan Malcolm Baldrige dan Lean Six Sigma Supply Chain Management. Jakarta. PT Gramedia Pustaka Utama
Garvin, David A. 1987. Managing Quality. New York. The Free Press.
Gerson, Richard F. 2002. Mengukur Kepuasan Pelanggan. Jakarta. PPM.
Gunawan, Aditya., Setya Arum, Rahayu Mahyanaila, Hikmatul Khasanah. 2019. Perilaku Konsumen dan Pemasaran Strategik, Spektrum Nusa Press, Jakarta.
Hair, Joshep F., Rolph E. Anderson, Ronald L. Tahtam & W. C. Back. 2006. Multivariate Data Analysis. 6th Edition. New Jersey. Pearson Educational, Inc
Huber, F., Herrmann A. & Wricke M. 2001. Customer Satisfaction as an Antecedent of Price Acceptance, Results of an Empirical Study. Journal of Product & Brand Management. Vol.10 (3), pp. 160-169.
Iskandar, M. & D. Darmawan. 2003. Strategi Pemasaran, IntiPresindo Pustaka, Bandung
Jahanshahi, Asqhar, Afshar, Seyed Mohammad Sadeq Khaksar, Sayed Abbas Mirdamadi & Mirdamadi Khaled
Nawaser. 2011. Study of Effects of Customer Service and Product Quality on Customer Satisfaction and Loyalty. International Journal of Humanities and Social Science. Vol.1, No.7, pp. 253-260.
Khasanah, H., S. Arum, D. Darmawan. 2010. Pengantar Manajemen Bisnis, Spektrum Nusa Press, Jakarta.
Kim, B. Y. 2008. Mediated Effects of Customer Orientation on Customer Relationship Management Performance. International Journal of Hospitality and Tourism Administration, 9(2), 192-218.
Kotler, Philip & Kevin Lane Keller. 2009. ManajemenPemasaran. Jilid 1. Edisi11. Terjemahan oleh Jakarta. Pearson Education Asia dan Prenhalindo.
Kotler, Philip & Gary Armstrong. 2012. Prinsip-prinsipPemasaran. Edisi 13. Jilid 1. Jakarta. Erlangga.
Lager, M. 2008. CRM: In the public interest. CRM Mag. 6, p.18
Kusuma, Nanda Primidya, Imam Suyadi & Yusri Abdillah. 2014. Analyzing the Effect of Product Quality on Customer Satisfaction and Cutomer Loyalty In Indonesia SMEs. Jurnal Administrasi Bisnis. Vol. 14, No. 1, 1-7.
Malik, M., M.M. Ehsan, & H. K. Iqbal. 2012. Impact of Brand Image, Service Quality and Price on Customer Satisfaction in Pakistan Telecommunication Sector. Inter. Journal of Business and Social Science. Desember Vol.3, No.23, 23-129.
Mardikaningsih, R. & E. A. Sinambela. 2016. Peranan Komunikasi Pemasaran, Citra Merek Dan Kepercayaan Merek Terhadap Kesetiaan Merek, Jurnal Ilmu Manajemen, Volume 2, Nomor 1, Maret 2016, 33-52.
Mardikaningsih, R. & A. R. Putra. 2017. Analisis Perbandingan Sikap Konsumen terhadap Penggunaan Produk Garam Beryodium Merek Kapal dan Dolpin Di Sidoarjo, Jurnal Agrimas, Vol.1 No.1 Juni, 49 – 54.
Masitoh, Dewi, D. Darmawan. E. A. Sinambela. 2017. The Effect of Service Quality and Trust on Customer Loyalty of Warung Apung Rahmawati of Mojokerto Branch, Jurnal Agrimas, Vol.1 No.2 Desember, 107-114.
McCarthy, Jerome, E. & William D. Perreaul. 2003. Dasar-dasar Pemasaran, Edisi kelima, alih Bahasa. Agus Darma. Jakarta. Erlangga.
Mendoza, L. E., Marius, A., Pérez, M., & Grimán, A. C. 2007. Critical success factors for a customer relationship management strategy. Information and Software Technology, 49(8), 913-945.
Oetomo, Hasan. & D. Darmawan. 2003. Kajian Perbedaan Sikap Masyarakat terhadap Commercial Endorsements dan Political Endorsements, Jurnal Ekonomi-Manajemen, Vol.2 No. 2 Desember, 91-112.
Oliver, Richard L. 1997. Satisfaction. A Behavioral Perpective on the Consumer. New York.The McGraw-Hill Companise, Inc.
Purnamasari, Eliasinta, D. Darmawan, & D. Baskara. 2002. Bauran Pemasaran dan Kualitas Layanan serta Pengaruhnya terhadap Kepuasan dan Loyalitas Pelanggan, Jurnal Ilmu Manajemen, Vol 3 No1, 34-46
Ranaweera C. & Neely A. 2003. “Best student paper: Some moderating effects on the service quality-customer retention link”. International Journal of Operations & Production Management, Vol. 23 (2), pp.230-248.
Razak, Ismail. 2016. The Impact of Product Quality and Price on Customer Satisfaction with the Mediator of Customer Value. Journal of Marketing and Consumer Research An International Peer-reviewed Journal. Vol.30, pp.59-68.
Roscoe, John T. 1975. Fundamental Research Statistics for the Behavioral Sciences. New York. Holt. Rinehart and Winston, Inc. pp. 189-197.
Santoso, Imam. 2016. Peran Kualitas Produk dan Layanan, Harga dan Atmosfer Rumah Makan Cepat Saji terhadap Keputusan Pembelian dan Kepuasan Konsumen. Jurnal Manajemen Teknologi, Vol.15, No.1, pp. 94-109.
Sinambela, E. A. 2017. Pengaruh Ekuitas Merek dan Harga terhadap Keputusan Pembelian Produk Kopi Bubuk Kemasan, Management & Accounting Research Journal, Vol.1 No.2 Mei, 44-49
Steenkamp, J. B. E. M. 1990. Conceptual Model of the Quality Perception Process. Journal of Business Research, Vol.21, pp. 309-333.
Zeithaml, Valarie A., Berry L. L., & Parasuraman. 1988. The Behavioral Consenquences of Service Quality. Journal of marketing, Vol.60, No.2, 31-46.
Bearden, William O., Thomas N. Ingram & Rayomond W. LaForge. 2007. Marketing Management. Knowledge and Skills. International Edition. New York. McGraw-Hill.
Brucks, M., Zeithaml, V. A., & Naylor, G. 2000. Price and brand name as indicators of quality dimensions for consumer durables. Journal of the Academy of Marketing Science, 28(3), 359-374.
Chaudhuri, A. 2002. How Brand Reputation Affects the Advertising Brand Equity Link? Journal of Advertising Research, Vol.42 (3), pp. 33-43.
Darmawan, D. 2002. Dampak Kesan Kualitas Rumah Makan terhadap Minat Mereferensikan, Jurnal Bisnis, Ekonomi dan Sosial, Vol.3 No.1 Juli, 1-12.
Darmawan, D. 2011. Pengantar Manajemen Merek. Surabaya, Metromedia.
Darmawan, D. 2014. Perilaku Konsumen. Surabaya, Metromedia.
Darmawan, D. 2021. Pencapaian Kepuasan dan Loyalitas Pelanggan melalui Strategi Pemasaran Berdasarkan Pengalaman (Studi Kasus Pelanggan Rumah Makan Ayam Bakar Wong Solo di Mojokerto), Jurnal Manajemen, Bisnis, dan Kewirausahaan, Vol. 1 No. 1, 1-13.
Djati, S. Pantja & Didit Darmawan. 2004. Pengaruh Kesan Kualitas Layanan, Harga dan Kepuasan mahasiswa PTS terhadap Minat Mereferensi Kampusnya, Jurnal Widya Manajemen dan Akuntansi, Vol.4 No.2 Agustus, 190-204.
Dodds, W.B., Monroe, K.B., & Grewal, D. 1991. Effects of Price, Brand, and Store Information on Buyers‟ Product Evaluations. Journal of Marketing Research, 28 (3), 307-319.
Efnita, Titik. 2017. Pengaruh Variasi produk, Kualitas Pelayanan, Harga dan Lokasi terhadap Kepuasan Konsumen pada Wedding Organizer. Jurnal Ilmiah Ekonomi dan Bisnis, Vol. 14, No. 2, September, pp. 172-180
Ferrinadewi, E. & D. Darmawan. 2004. Perilaku Konsumen: Analisis Model Keputusan. Universitas Atma Jaya, Yogyakarta.
Foster, Bob. 2016. “The Effect of Price and Service Quality on Customer Satisfaction in Mutiara Hotel Bandung”. American Research Journal of Humanities and Social Sciences. Vol 12, pp. 1-12
Gaspersz, Vincent. 2011. Sistem Manajemen Kinerja Terintegrasi Balanced Scorecard dengan Malcolm Baldrige dan Lean Six Sigma Supply Chain Management. Jakarta. PT Gramedia Pustaka Utama
Garvin, David A. 1987. Managing Quality. New York. The Free Press.
Gerson, Richard F. 2002. Mengukur Kepuasan Pelanggan. Jakarta. PPM.
Gunawan, Aditya., Setya Arum, Rahayu Mahyanaila, Hikmatul Khasanah. 2019. Perilaku Konsumen dan Pemasaran Strategik, Spektrum Nusa Press, Jakarta.
Hair, Joshep F., Rolph E. Anderson, Ronald L. Tahtam & W. C. Back. 2006. Multivariate Data Analysis. 6th Edition. New Jersey. Pearson Educational, Inc
Huber, F., Herrmann A. & Wricke M. 2001. Customer Satisfaction as an Antecedent of Price Acceptance, Results of an Empirical Study. Journal of Product & Brand Management. Vol.10 (3), pp. 160-169.
Iskandar, M. & D. Darmawan. 2003. Strategi Pemasaran, IntiPresindo Pustaka, Bandung
Jahanshahi, Asqhar, Afshar, Seyed Mohammad Sadeq Khaksar, Sayed Abbas Mirdamadi & Mirdamadi Khaled
Nawaser. 2011. Study of Effects of Customer Service and Product Quality on Customer Satisfaction and Loyalty. International Journal of Humanities and Social Science. Vol.1, No.7, pp. 253-260.
Khasanah, H., S. Arum, D. Darmawan. 2010. Pengantar Manajemen Bisnis, Spektrum Nusa Press, Jakarta.
Kim, B. Y. 2008. Mediated Effects of Customer Orientation on Customer Relationship Management Performance. International Journal of Hospitality and Tourism Administration, 9(2), 192-218.
Kotler, Philip & Kevin Lane Keller. 2009. ManajemenPemasaran. Jilid 1. Edisi11. Terjemahan oleh Jakarta. Pearson Education Asia dan Prenhalindo.
Kotler, Philip & Gary Armstrong. 2012. Prinsip-prinsipPemasaran. Edisi 13. Jilid 1. Jakarta. Erlangga.
Lager, M. 2008. CRM: In the public interest. CRM Mag. 6, p.18
Kusuma, Nanda Primidya, Imam Suyadi & Yusri Abdillah. 2014. Analyzing the Effect of Product Quality on Customer Satisfaction and Cutomer Loyalty In Indonesia SMEs. Jurnal Administrasi Bisnis. Vol. 14, No. 1, 1-7.
Malik, M., M.M. Ehsan, & H. K. Iqbal. 2012. Impact of Brand Image, Service Quality and Price on Customer Satisfaction in Pakistan Telecommunication Sector. Inter. Journal of Business and Social Science. Desember Vol.3, No.23, 23-129.
Mardikaningsih, R. & E. A. Sinambela. 2016. Peranan Komunikasi Pemasaran, Citra Merek Dan Kepercayaan Merek Terhadap Kesetiaan Merek, Jurnal Ilmu Manajemen, Volume 2, Nomor 1, Maret 2016, 33-52.
Mardikaningsih, R. & A. R. Putra. 2017. Analisis Perbandingan Sikap Konsumen terhadap Penggunaan Produk Garam Beryodium Merek Kapal dan Dolpin Di Sidoarjo, Jurnal Agrimas, Vol.1 No.1 Juni, 49 – 54.
Masitoh, Dewi, D. Darmawan. E. A. Sinambela. 2017. The Effect of Service Quality and Trust on Customer Loyalty of Warung Apung Rahmawati of Mojokerto Branch, Jurnal Agrimas, Vol.1 No.2 Desember, 107-114.
McCarthy, Jerome, E. & William D. Perreaul. 2003. Dasar-dasar Pemasaran, Edisi kelima, alih Bahasa. Agus Darma. Jakarta. Erlangga.
Mendoza, L. E., Marius, A., Pérez, M., & Grimán, A. C. 2007. Critical success factors for a customer relationship management strategy. Information and Software Technology, 49(8), 913-945.
Oetomo, Hasan. & D. Darmawan. 2003. Kajian Perbedaan Sikap Masyarakat terhadap Commercial Endorsements dan Political Endorsements, Jurnal Ekonomi-Manajemen, Vol.2 No. 2 Desember, 91-112.
Oliver, Richard L. 1997. Satisfaction. A Behavioral Perpective on the Consumer. New York.The McGraw-Hill Companise, Inc.
Purnamasari, Eliasinta, D. Darmawan, & D. Baskara. 2002. Bauran Pemasaran dan Kualitas Layanan serta Pengaruhnya terhadap Kepuasan dan Loyalitas Pelanggan, Jurnal Ilmu Manajemen, Vol 3 No1, 34-46
Ranaweera C. & Neely A. 2003. “Best student paper: Some moderating effects on the service quality-customer retention link”. International Journal of Operations & Production Management, Vol. 23 (2), pp.230-248.
Razak, Ismail. 2016. The Impact of Product Quality and Price on Customer Satisfaction with the Mediator of Customer Value. Journal of Marketing and Consumer Research An International Peer-reviewed Journal. Vol.30, pp.59-68.
Roscoe, John T. 1975. Fundamental Research Statistics for the Behavioral Sciences. New York. Holt. Rinehart and Winston, Inc. pp. 189-197.
Santoso, Imam. 2016. Peran Kualitas Produk dan Layanan, Harga dan Atmosfer Rumah Makan Cepat Saji terhadap Keputusan Pembelian dan Kepuasan Konsumen. Jurnal Manajemen Teknologi, Vol.15, No.1, pp. 94-109.
Sinambela, E. A. 2017. Pengaruh Ekuitas Merek dan Harga terhadap Keputusan Pembelian Produk Kopi Bubuk Kemasan, Management & Accounting Research Journal, Vol.1 No.2 Mei, 44-49
Steenkamp, J. B. E. M. 1990. Conceptual Model of the Quality Perception Process. Journal of Business Research, Vol.21, pp. 309-333.
Zeithaml, Valarie A., Berry L. L., & Parasuraman. 1988. The Behavioral Consenquences of Service Quality. Journal of marketing, Vol.60, No.2, 31-46.
Published
2021-06-25
How to Cite
Retnowati, E., Mardikaningsih, R., Darmawan, D., & Sinambela, E. (2021). Pengaruh pencapaian kepuasan konsumen rumah makan berdasarkan kesan kualitas produksi dan harga. Jesya (Jurnal Ekonomi Dan Ekonomi Syariah), 4(2), 1381-1388. https://doi.org/https://doi.org/10.36778/jesya.v4i2.589
Section
Articles
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
