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All Journal PENG: Jurnal Ekonomi dan Manajemen
Retno Susanti
Universitas Slamet Riyadi
Economics, Econometrics & Finance

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Pengaruh Kualitas Pelayanan, Harga dan Suasana Cafe Terhadap Kepuasan Konsumen (Survei Pada Konsumen Cafe J’kopi di Pati) Anita Anita; Retno Susanti
PENG: Jurnal Ekonomi dan Manajemen Vol. 2 No. 1 (2025): Januari-Maret, Economics and business economics in Humanity
Publisher : Teewan Journal Solutions

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62710/gs0nxq85

Abstract

Melalui pendekatan kuantitatif, penelitian ini mengevaluasi pengaruh signifikansi kualitas pelayanan, harga, dan atmosfer kafe terhadap tingkat kepuasan konsumen yang berkunjung ke Cafe J’Kopi, Pati. Data primer dikumpulkan dari 100 responden terpilih menggunakan kuesioner terstruktur. Analisis regresi linear berganda diterapkan untuk menguji hipotesis penelitian, didukung oleh uji-uji statistik seperti uji validitas, uji reliabilitas, uji asumsi klasik, analisis regresi linier berganda, uji t, uji F, dan koefisien determinasi (R²). Analisis statistik menunjukkan adanya pengaruh signifikan dari kualitas pelayanan (p = 0,010), harga (p < 0,001), dan suasana kafe (p = 0,002) terhadap tingkat kepuasan konsumen. Hasil ini mengindikasikan bahwa ketiga variabel tersebut secara mandiri berkontribusi pada persepsi positif dan signifikan konsumen terhadap layanan yang diberikan.
Pengaruh Kepercayaan Merek dana Kualitas Pelayanan Terhadap Loyalitas Pelanggan Shopee dengan Kepuasan Pelanggan Sebagai Pemediasi (Survei pada Mahasiswa Fakultas Ekonomi Unisri Surakarta) Rochman Nurcholis; Retno Susanti
PENG: Jurnal Ekonomi dan Manajemen Vol. 2 No. 3 (2025): Juli-September, Education, Economic dan Social Studies
Publisher : Teewan Journal Solutions

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62710/xj753m41

Abstract

Shopee is one of the most popular online shopping platforms in Indonesia. The phenomenon that occurs is the gap between the popularity achieved by Shopee today and the service received by consumers. Negative consumer reviews indicate dissatisfaction with complaints experienced by consumers towards the Shopee marketplace. Consumer distrust of the Shopee brand and the poor quality of electronic services trigger consumer dissatisfaction with the Shopee marketplace which will have an impact on customer loyalty. The purpose of this study is to analyze the influence of brand trust and service quality on Shopee customer loyalty through customer satisfaction as a mediating variable. The population of this study were UNISRI Surakarta students who were Shopee customers, where the number was not known for certain. This study used a sample of 100 students calculated using the Leedy formula. The sampling technique used purposive sampling, with the criteria of students who made purchases at Shopee more than 1 time in the last 3 months. The data collection technique used a questionnaire assessed on a 5-point Likert scale. The data analysis technique used path analysis. The results of the analysis show that brand trust has a significant effect on customer satisfaction, service quality has a significant effect on customer satisfaction, brand trust has a significant effect on customer loyalty, service quality has a significant effect on customer loyalty, customer satisfaction has a significant effect on customer loyalty, customer satisfaction can mediate the effect of brand trust on customer loyalty, customer satisfaction can mediate the effect of service quality on customer loyalty
Co-Authors Anita Anita Rochman Nurcholis