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All Journal Jurnal Ilmu Manajemen (JIM) Jurnal Ilmiah Manajemen Kesatuan Abdimas Awang Long: Jurnal Pengabdian dan Pemberdayaan Masyarakat
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Journal : Jurnal Ilmu Manajemen (JIM)

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Pengaruh Keahlian Pelanggan dan Komitmen Afektif Terhadap Kepuasan Melalui Ko-Produksi Pelanggan: Studi Pada Layanan Restoran Firjatullah, Thoriq Septian; Sanaji
Jurnal Ilmu Manajemen Vol. 12 No. 4 (2024)
Publisher : Universitas Negeri Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26740/jim.v12n4.p843-859

Abstract

This study aims to determine the effect of customer expertise and affective commitment on satisfaction through customer co-production. It is focused on a restaurant that provides self-service to its customers. This quantitative research uses a descriptive conclusive research design to test 5 hypotheses. The test uses PLS-SEM analysis with 202 respondents. The results showed that all hypotheses were successfully accepted; namely, it was found that customer expertise has a significant effect on co-production, affective commitment has a significant effect on co-production, co-production has a significant effect on customer satisfaction, customer expertise has a significant effect on customer satisfaction, affective commitment has a significant effect on customer satisfaction. From these results, it can be understood that restaurants need to ensure an increase in knowledge for customers and try to develop a sense of affective commitment in customers. With good expertise and a high sense of affective commitment to customers, customers' success in co-production will be higher. This success in co-production creates a sense of satisfaction for customers.
Co-Authors Andre Dwijanto Witjaksono AS, Fathor Firjatullah, Thoriq Septian Harlina Meidiaswati Rosa Prafitri Juniarti Ulil Hartono Yessy Artanti