PENGARUH KUALITAS PELAYANAN, FASILITAS, DAN PRODUK, TERHADAP KEPUASAN KONSUMEN ESSPECTO COFFE DI JL. FLAMBOYAN KOTA MANADO
DOI:
https://doi.org/10.71282/jurmie.v2i10.1049Keywords:
Service Quality, Facilities, Product, Customer Satisfaction.Abstract
This study aims to analyze the effect of service quality, facilities, and products on customer satisfaction at Esspecto Coffee, Flamboyan Street, Manado. This research employed a quantitative descriptive method with a survey approach. The population consisted of all Esspecto Coffee customers, and a sample of 100 respondents was selected using purposive sampling. Data were collected through questionnaires and analyzed using multiple linear regression, along with validity, reliability, t-test, and F-test analyses. The results reveal that service quality, facilities, and products have a positive and significant influence, both partially and simultaneously, on customer satisfaction. These findings confirm that the better the quality of service, the more adequate the facilities, and the more consistent the product quality, the higher the level of customer satisfaction. The practical implication of this study is thatEsspecto Coffee management should continuously improve these three aspects to strengthen customer loyalty and maintain competitive advantage amid the growing coffee shop industry in Manado.
Downloads
References
Aaker, D. A. (2022). Building Strong Brands. New York: Free Press.
Ajzen, I. (2020). The Theory of Planned Behavior: Frequently Asked Questions. Human Behavior and Emerging Technologies, 2(4), 314–324. https://doi.org/10.1002/hbe2.195
Anggriani, F., & Ismunandar, A. (2022). The Effect of Perceived Quality on Customer Satisfaction in Beauty Product Industry. Jurnal Manajemen dan Kewirausahaan, 24(2), 145–154.
Ghozali, I. (2021). Aplikasi Analisis Multivariate dengan Program IBM SPSS 26. Semarang: Badan Penerbit Universitas Diponegoro.
Hanaysha, J. R. (2022). Examining the Link Between Product Quality, Customer Satisfaction, and Loyalty in the Food and Beverage Industry. International Journal of Marketing Studies, 14(3), 12–21. https://doi.org/10.5539/ijms.v14n3p12
Hasan, A., Fikri, M., & Noor, M. (2023). Service Quality and Customer Loyalty in the Coffee Shop Industry: An Empirical Study. Asian Journal of Business and Management, 11(1), 33–45.
Kamelia, D., Pratama, H., & Dewi, A. (2021). The Effect of Physical Evidence and Service Quality on Customer Satisfaction at Coffee Outlets. Jurnal Administrasi Bisnis, 19(2), 89–98.
Kotler, P., & Keller, K. L. (2019). Marketing Management (15th ed.). Pearson Education Limited.
Kotler, P., & Keller, K. L. (2022). Marketing Management (16th ed.). Pearson Education Limited.
Kurniasih, R. (2021). Pengaruh Kualitas Pelayanan terhadap Kepuasan Konsumen pada Coffee Shop di Bandung. Jurnal Ekonomi dan Bisnis, 8(2), 99–107.
Marcellino, V., Ellitan, L., & Muljani, N. (2021). Perceived Quality and Its Impact on Customer Satisfaction in Beauty Products. Jurnal Ilmu Ekonomi dan Manajemen, 10(1), 74–85.
Mulyana, R., & Saputra, F. (2021). Analisis Kualitas Produk terhadap Kepuasan Pelanggan pada Usaha Kuliner di Jakarta. Jurnal Manajemen Strategi dan Bisnis, 14(1), 55–64.
Oliver, R. L. (2019). Satisfaction: A Behavioral Perspective on the Consumer (2nd ed.). New York: Routledge.
Priansa, D. J. (2019). Perilaku Konsumen dalam Persaingan Bisnis Kontemporer. Bandung: Alfabeta.
Prihandoyo, D. (2023). Pengaruh Produk dan Kualitas Pelayanan terhadap Kepuasan Pelanggan pada Kafe Lokal di Yogyakarta. Jurnal Pemasaran Nusantara, 5(1), 40–51.
Raharja, H., & Sudrajat, R. (2020). Pengaruh Fasilitas terhadap Kepuasan Konsumen di Restoran Cepat Saji. Jurnal Administrasi dan Bisnis, 6(3), 221–229.
Rivis, A., Sheeran, P., & Armitage, C. (2021). Expanding the Theory of Planned Behavior: A Meta-Analytic Review. British Journal of Social Psychology, 60(1), 1–27.
Schiffman, L. G., & Wisenblit, J. (2020). Consumer Behavior (12th ed.). Pearson Education.
Schmitt, B. (2019). Experiential Marketing: How to Get Customers to Sense, Feel, Think, Act, and Relate to Your Company and Brands. New York: Free Press.
Stanton, W. J. (2022). Fundamentals of Marketing (15th ed.). New York: McGraw-Hill.
Sugiyono. (2022). Metode Penelitian Kuantitatif, Kualitatif, dan R&D. Bandung: Alfabeta.
Tjiptono, F. (2020). Strategi Pemasaran (5th ed.). Yogyakarta: Andi.
Wang, J., & Ng, S. (2022). Understanding Generation Z Consumers: The Role of Digital Engagement and Experience Marketing. Journal of Retail and Consumer Services, 65, 102875.
Wibowo, T., & Trinanda, D. (2021). Pengaruh Desain Interior dan Fasilitas terhadap Kepuasan Pengunjung Kafe. Jurnal Bisnis dan Manajemen, 13(2), 75–84.
Wirtz, J., & Lovelock, C. (2022). Services Marketing: People, Technology, Strategy (10th ed.). New Jersey: World Scientific Publishing.
Zeithaml, V. A., Parasuraman, A., & Berry, L. L. (2020). Delivering Quality Service: Balancing Customer Perceptions and Expectations. New York: The Free Press.
Downloads
Published
Issue
Section
License
Copyright (c) 2025 Aprillia Christiany Soetanto, Silvya L. Mandey, Djurwati Soepeno (Author)
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
