PENGARUH KUALITAS PELAYANAN BERDASARKAN DIMENSI SERVQUAL TERHADAP KEPUASAN KONSUMEN PADA WAROENG SPESIAL SAMBAL CABANG MAGELANG

Tri Yulianingsih; Ivo Novitaningtyas

doi:10.36448/jmb.v12i1.2240

PENGARUH KUALITAS PELAYANAN BERDASARKAN DIMENSI SERVQUAL TERHADAP KEPUASAN KONSUMEN PADA WAROENG SPESIAL SAMBAL CABANG MAGELANG

Tri Yulianingsih, Ivo Novitaningtyas

Abstract

Most restaurants are adapting to the Covid-19 pandemic conditions through improving the quality of service based on health protocols, as is Waroeng Special Sambal Magelang. This study aims to determine how the influence of service quality based on SERVQUAL (tangible, reliability, responsiveness, assurance, and empathy) on consumer satisfaction at Waroeng Special Sambal Magelang during the Covid-19 pandemic. This study uses a quantitative approach by using primary data from respondents through questionnaires. The population in this study are consumers who make purchases at Waroeng Special Sambal Magelang. The number of samples used is 100 respondents based on the purposive sampling method. The data analysis method used is multiple linear regression analysis based on SPSS. The results show that simultaneously service quality has a positive and significant effect on customer satisfaction, and the dominant variable is reliability. While partially, only tangibles and reliability variables have a significant positive effect. The results have implications for restaurant managers to consider factors in service quality that can affect customer satisfaction. Thus, it is expected that restaurants can provide quality service to make consumers satisfied and have the potential to become loyal customers.

Keywords

SERVQUAL, Service Quality, Consumer Satisfaction, Restaurant

Full Text:

PDF

References

Atmaja, H. E., & Novitaningtyas, I. (2021). Analisis Aspek Pemasaran UMKM di Masa Resesi Global Dampak dari Pandemi COvid-19. Jurnal Ilmiah Poli Bisnis, 13(1), 1–11.

DEWI R, A. (2016). Pengaruh Kualitas Produk, Harga, Lokasi, Dan Kualitas Layanan Terhadap Keputusan Pembelian Di Djawi Lanbistro Coffee and Resto Surabaya. Jurnal Pendidikan Tata Niaga (JPTN), 3(3).

Ezizwita, E., & Sukma, T. (2021). Dampak Pandemi Covid-19 Terhadap Bisnis Kuliner Dan Strategi Beradaptasi di Era New Normal. Jurnal Ekonomi Dan Bisnis Dharma Andalas, 23(1), 51–63. https://doi.org/10.47233/jebd.v23i1.169

Ghozali, I. (2011). Aplikasi Analisis Multivariate Dengan Program IBM SPSS 19 (edisi kelima). Semarang: Universitas Diponegoro.

Khoirista, A. (2015). PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN (Survey Pada Pelanggan Fedex Express Surabaya). Jurnal Administrasi Bisnis S1 Universitas Brawijaya, 25(2), 86174.

Kotler, P., & Keller, K. L. (2018). Manajemen Pemasaran Edisi Kedua Belas Jilid 1 (12th ed.). Jakarta: Indeks.

Lubis, A. S., & Andayani, N. R. (2018). Pengaruh Kualitas Pelayanan (Service Quality) Terhadap Kepuasan Pelanggan Pt. Sucofindo Batam. Journal of Applied Business Administration, 1(2), 232–243. https://doi.org/10.30871/jaba.v1i2.619

Oliver, J. (2019). PENGARUH KUALITAS PRODUK DAN KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN (Studi Kasus Waroeng Spesial Sambal “SS” Purwokerto). Hilos Tensados, 1, 1–476.

Pakpahan, A. K. (2020). Covid-19 Dan Implikasi Bagi Usaha Mikro, Kecil, Dan Menengah. Jurnal Ilmiah Hubungan Internasional, 0(0), 59–64. https://doi.org/10.26593/jihi.v0i0.3870.59-64

Parman, dan, & Susanto. (2016). Analisis Pengaruh Kualitas Pelayanan, Kualitas Produk Dan Citra Merek Terhadap Kepuasan Pelanggan Dan Dampaknya Pada Loyalitas Pelanggan Waroeng Spesial Sambal. Jurnal Bisnis Teori Dan Implementasi, 7(1), 133–157.

Patmarina, H., & Hentonto, H. (2016). Pengaruh Kualitas Pelayanan, dan Lokasi Terhadap Kepuasan Konsumen Pada PT Nathani Indonesia di Bandar Lampung. Jurnal Manajemen Dan Bisnis, 7(1), 46–65.

Prajawantoro, & Susanti, N. D. A. D. (2016). Pengaruh Kualitas Pelyanan Terhadap Kepuasan Konsumen pada PT. Adira Dinamika Multi FInance Cabang Lampung Mobil. Jurnal Manajemen Dan Bisnis, 7(1), 101–119.

Saputri, E. (2018). Pengaruh Iklan dan Brand Ambassador Terhadap Keputusan Pembelian Pada Produk Smartphone OPPO di OPPO Center Jember. 1–119.

Schiffman, L., & Kanuk, L. L. (2008). Perilaku Konsumen. Jakarta: PT Indeks.

Sekaran, U. (2003). Research Method for Business, 4th edition. New York: John Wiley and Sons, Inc.

Sudjito, E. S., & Permadi, H. (2016). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pengguna Jasa Bengkel Pada Q-Noy Variasi di Bandar Lampung. Jurnal Manajemen Dan Bisnis, 7(1), 66–82.

Suminar, R. (2017). Pengaruh Kualitas Layanan Terhadap Kepuasan Konsumen Hypermarket. Sekretari, 4(1), 28. https://doi.org/10.32493/skr.v4i1.605

Tjiptono, F., & Chandra, G. (2017). Pemasaran Strategik Edisi 3. Yogyakarta: Penerbit Andi.

Wibisono, A., & , S. (2016). Pengaruh Kualitas Jasa Pelayanan Terhadap Kepuasan Pelanggan. PERFORMANCE “ Jurnal Bisnis & Akuntansi,” 6(2), 32. https://doi.org/10.24929/feb.v6i2.268

Windarti, T., & Ibrahim, M. (2017). Pengaruh Kualitas Produk Dan Kualitas Pelayanan Terhadap Kepuasan Konsumen Produk Donat Madu. Python Cookbook, 706.

DOI: http://dx.doi.org/10.36448/jmb.v12i1.2240