The Influence of Service Quality, Products, Promotions, and Store Atmosphere on Customer Satisfaction at Café Jm 77 Rantauprapat
Abstract
This type of research is quantitative, the place for this research is Café JM 77 Rantauprapat. Because the population in this study is unknown, the Lemeshow formula was used to determine the sample size. So, the total number of respondents in this study was 96 customers at Café JM 77 Rantauprapat. The data collection techniques used in the research were observation, documentation, and questionnaires using a Likert scale. This research uses classical assumption tests which include the data normality test, heteroscedasticity test, and multicollinearity test. Multiple linear regression analysis was tested using partial (t), simultaneous (F), and coefficient of determination tests. The partial and simultaneous research results show that the variables of service quality, product, promotion, and store atmosphere have a positive and significant effect on customer satisfaction at Café JM 77 Rantauprapat.
Downloads
References
Akbar, F., Putu, Madiawati, N., Prodi, Bisnis, A., Komunikasi, F.,& Bisnis, D. (2019). Pengaruh Store Atmosphere dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan Stadium Esport Arena 1 (the Effect of Store Atmosphere and Service Quality on Customer Satisfaction at Stadium Esport Arena 1)
Alfin, M. R., & Nurdin, S. (2017). Pengaruh Store Atmosphere Terhadap Kepuasan Pelanggan yang Berimplikasi Pada Loyalitas Pelanggan. Jurnal Ecodemica, 1(2).
Anggraeni, Y. N., & A’yuni, D. S. (2023). The Influence of Promotions, Online Customer Reviews, and Online Customer Ratings on Decisions to Purchase Muslim Clothing Products in E-Commerce Shopee on IKHAC Students. Danadyaksa: Post Modern Economy Journal, 1(1), 37–53. Retrieved from https://e-journal.bustanul-ulum.id/index.php/danadyaksa/article/view/4
Astuti, R., Ardila, I., & Lubis, R. R. (2021). Pengaruh Promosi Dan Kualitas Produk Terhadap Keputusan Pembelian Sepatu MAKMAMI, Jurnalerek Converse. Jurnal AKMAMI, 2(1), 204–211.
Bansaleng, J. M., Sepang, J. L., & Tampenawas, J. L. A. (2021). Pengaruh Kualitas Produk, Kualitas Pelayanan dan Harga Produk Terhadap Kepuasan Konsumen Pengguna Kartu XL di Manado. Jurnal EMBA, 331–340.
Barros, L. B. L., Petroll, M. D. L. M., Damacena, C., & Knoppe, M. (2019). Store atmosphere and impulse: a cross-cultural study. International Journal of Retail & Distribution Management, 47(8), 817-835.
Chaffey, D., & Smith, P. R. (2017). Digital Marketing Excellence: Planning, Optimizing and Integrating Online Marketing. Routledge.
Halin, H. (2018). Pengaruh Kualitas Produk Terhadap Kepuasan Pelanggan Semen Baturaja Di Palembang Pada PT. Semen Baturaja (Persero) Tbk. 3, 167–182.
Hamdan, H., Ali, H., Mahaputra, M. R., Marlapa, E., Maharani, A., Mahaputra, M. R., Saputra, E. B., Satriawan, N., Nofrialdi, R., Setiawan, H. A., Yandi, A., Gupron, G., & Saputra, F. (2023). Indonesian Online Shopping Perspective: Relationship E-Satisfaction, E-Commitment, E-Wom And E-Repurchase Intention. International Journal of Professional Business Review, 8(9), 1–26.
Hatma, D., & Nainggolan, B. M. . (2021). Pengaruh Kualitas Produk, Promosi Dan Kualitas Pelayanan Terhadap Keputusan pembelian Di Katering Yvonne’s. Jurnal Ilmiah Manajemen Bisnis, 16(1), 1–14.
Irawan, H. (2021). Prinsip Kepuasan Pelanggan. Elex Media Komputindo.
Januanto, B. F. (2022). Pengaruh Suasana Toko, E-Wom, Dan Gaya Hidup Terhadap Minat Kunjung Ulang Yang Dimediasi Oleh Kepuasan Konsumen Studi Pada Stomata Social Space Wonosobo. Universitas Sanata Dharma Yogyakarta.
Kotler, P., & Armstrong, G. (2018). Principles of Marketing. Pearson.
Kotler, P., Keller, K. L. (2016). Marketing management. Pearson Education International.
Kristiana, M., Muhammad Edwar,D., & Si, M. (2017). Pengaruh Store Atmosphere dan Kualitas Layanan Terhadap Kepuasan KonsumenCafe Herlijk Gelato Perpustakaan Bank Indonesia Surabaya.
Kusumawathi, N. W. G., Darmawan, D. P., & Suryawardani, I. G. O. (2019). Pengaruh store atmosphere, kualitas produk, dan kualitas layanan terhadap kepuasan konsumen di Seniman Coffee Studio. E-Jurnal Agribisnis dan Agrowisata, 8(1), 1-10.
Laksana, M. F. (2019). Praktis Memahami Manajemen Pemasaran. Sukabumi: CV Al Fath Zumar.
Legi, E., Lengkong, V., Rogi, M., Immanuel Miracle Legi, E., Lengkong, V. P., Rogi, M. H., & ManajemenFakultas Ekonomi dan Bisnis, J. (2023). The Influence Of Brand Image, Store Atmosphere, and Product Quality on Customer Satisfaction in Kopi Janji Jiwa Jilid 667 Tomohon. 2121 Jurnal EMBA, 10(4), 2121–2131.
Levy, M., & Weitz, B. A. (2018). Retailing Management Information Center. New York: McGraw Hill Higher Education.
Nasution, A. E., Putri, Pratami, L., & Lesmana, Taufik, M. (2019). Analisis Pengaruh Harga, Promosi, Kepercayaan, dan Karakteristik Konsumen Terhadap Keputusan Pembelian Konsumen Pada 212 Mart di Kota Medan. Proseding Seminar Nasional Kewirausahaan, 1(1), 194–199.
Nisa, R. K., & Hartiningtyas, L. K. (2023). Pengaruh Promosi, Kualitas Pelayanan dan Store Atmosphere terhadap Minat Konsumen pada Coffee Shop Warkop Nonik Tulungagung. BUDGETING: Journal of Business, Management and Accounting, 5(1), 259-271.
Nofrialdi, R., Saputra, E. B., & Saputra, F. (2023). Pengaruh Internet of Things: Analisis Efektivitas Kerja , Perilaku Individu dan Supply Chain. Jurnal Manajemen Dan Pemasaran Digital (JMPD), 1(1), 1–13. https://dinastires.org/JPKN/article/view/111/104.
Peter, J. Paul, Jerry, C O. (2011). Perilaku Konsumen Dan Strategi
Pemasaran Buku 2, ed. 9, Alih Bahasa: Damos, S. (2019),
Erlangga, Jakarta.
Rahakbauw, O. D., & Nugraha, R. (2024). Analisis Pengaruh Harga (Price), Suasana Toko (Store Atmosphere), Dan Cita Rasa (Taste) Terhadap Kepuasan Pelanggan Toko Kopi Seduh Pesanggrahan Jakarta Selatan. Management Research and Business Journal, 1(2), 69-88.
Rangkuti, F. (2016). Riset Pemasaran, Jakarta: PT. Gramedia Pustaka Utama.
Rosyid, M. A. ., Muawanah, M., & Zuana, M. M. M. . (2023). The Influence of Halal Labels and Electronic Word of Mouth (E-WOM) on Purchase Decisions of Food and Beverage Products on the Shopee Online Site. Majapahit Journal of Islamic Finance and Management, 3(1), 15-31. https://doi.org/10.31538/mjifm.v3i1.34
Salim, R., Prayoga, Y., & Ihsan, M. (2023). The Influence of Price, Location, Service, and Product Quality on Customer Satisfaction. Indonesian Interdisciplinary Journal of Sharia Economics (IIJSE), 6(1), 399-412. https://doi.org/10.31538/iijse.v6i1.2180
Saputra, F., Mahaputra, M. R., & Maharani, A. (2023). Pengaruh Jiwa Kewirausahaan terhadap Motivasi dan Minat Berwirausaha (Literature Review). Jurnal Kewirausahaan Dan Multi Talenta (JKMT), 1(1), 42–53.
Timpaulu, R. J., Tampi, J. R., & Mukuan, D. D. (2023). Pengaruh Kualitas Pelayanan Dan Gaya Hidup Terhadap Keputusan Pembelian Di Glori-A House Kawangkoan. Productivity, 4(2), 164-178.
Tjiptono, F. (2017). Service Manajemen mewujudkan layanan prima. Yogyakarta: cv Andi offset.
Triyoko. (2022). Pengaruh Kualitas Produk Dan Kualitas Pelayanan Terhadap Kepuasan Konsumen dan Minat Beli Ulang di Kedai Yoko. Jurnal Daya Saing, 157.
Utomo, P., Maskur, A., & Ekonomi, J.I. (2020). Pengaruh Kualitas Produk, Persepsi Harga, Kualitas Layanan dan Store Atmosphere 40 Terhadap Kepuasan Fokus Ekonomi Pengaruh Kualitas Layanan dan Stoe Atmosphere Terhadap Kepuasan (Studi Pada Pelanggan Antariksa Coffeeshop Semarang). http://ejournal.stiepena.ac.id/index.php/fe
Waha, K., Kindangen, P., & Wenas, R. (2023). Pengaruh Kualitas Pelayanan, Inovasi produk, dan Store Atmosphere Terhadap Kepuasan Pelanggan pada Starbucks Drive Thru Kawasan Megamas Manado. Jurnal EMBA: Jurnal RisetEkonomi, Manajemen, Bisnis dan Akuntansi,11(1), 52-64.
Wardhani, F. K., & Dwijayanti, R. (2021). PengaruhStore Atmosphere dan Keragaman Produk Terhadap Kepuasan Pelanggan: Studi Pada Pelanggan Coffee Shop Rustic Market Surabaya.Jurnal Sains Sosio Humaniora,5(1), 510-521
Wicaksono, E. D. (2023). Pengaruh Store Atmosphere dan Kualitas Layanan Terhadap Loyalitas Pelanggan Mie Gacoan dengan Kepuasan Pelanggan sebagai Variabel Mediasi (Doctoral dissertation, Universitas Muhammadiyah Surakarta).
Zaki, A., Basalamah, M. R., & Wahono, B. (2023). Pengaruh Kualitas Pelayanan dan Kualitas Produk Terhadap Keputusan Pembelian (Studi Kasus Pada Cafe Ruang Singgah Malang). E-JRM: Elektronik Jurnal Riset Manajemen, 12(01).
Copyright (c) 2024 Esiska Br Halawa, Elvina Elvina, Abd. Halim
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
Authors who publish with this journal agree to the following terms:
- Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License that allows others to share the work with an acknowledgment of the work's authorship and initial publication in this journal.
- Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgment of its initial publication in this journal.
- Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work.
