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All Journal Jurnal Komputer Bisnis Jurnal Digitalisasi Administrasi Bisnis
Susanti, Femy
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Computer Science & IT Economics, Econometrics & Finance Environmental Science

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THE INFLUENCE OF SERVICE QUALITY AND PERCEIVED VALUE ON CUSTOMER SATISFACTION: A STUDY OF GACOAN NOODLES BUAH BATU, BANDUNG Rammelbergi, Janadi; Naysa, Kayla Nazwa; Susanti, Femy; Rohmah, Yunia Nur; Susilawati Sugiana, Neng Susi
Jurnal Komputer Bisnis Vol 18 No 1 (2025): Jurnal Komputer Bisnis
Publisher : LPKIA

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This study aims to explore the relationship between perceived value and service quality and customer satisfaction at Gacoan Buah Batu, Bandung. Understanding the primary factors that influence consumer happiness has become essential for the viability of businesses in the food and beverage sector as competition heats up. This study's main goal is to find out how consumers' opinions about the value and quality of the services they receive affect their entire eating experience and level of satisfaction. Fifteen respondents who frequently shop at Gacoan were interviewed in-depth as part of a qualitative research technique. To find recurrent trends and insights, the data underwent thematic analysis. The results show that clients value cleanliness, perceived pricing, staff response, and timeliness of service highly. When these elements meet or exceed expectations, customer satisfaction significantly increases. Conversely, inconsistencies in service or perceived decline in value lead to dissatisfaction. A notable uniqueness of this study lies in its focus on a single outlet, providing a micro-level understanding of consumer behavior in a specific urban setting. The practical implication of this study suggests that Gacoan can enhance customer loyalty by maintaining consistent service quality and optimizing value perception through promotions or personalized experiences. Businesses in similar markets may also benefit from adopting a localized approach to understanding customer needs. These insights serve as a valuable reference for improving service management strategies in Indonesia’s competitive culinary sector.
The Influence of Service Quality and Perceived Value on Customer Satisfaction: A Study of Gacoan Noodles Buah Batu, Bandung Thamrin, Janadi Rammelsbergi; Susilawati Sugiana, Neng Susi; Naysa, Kayla Nazwa; Susanti, Femy; Rohmah, Yunia Nur
Jurnal Digitalisasi Administrasi Bisnis Vol 3 No 1 (2025): Jurnal Digitalisasi Administrasi Bisnis
Publisher : INSTITUT DIGITAL EKONOMI LPKIA

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Abstract

This study aims to explore the influence of service quality and perceived value on customer satisfaction at Gacoan Buah Batu, Bandung. As competition in the food and beverage industry intensifies, understanding key drivers of customer satisfaction has become crucial for business sustainability. The primary objective of this research is to investigate how customers’ perceptions of service quality and value influence their overall satisfaction and dining experience. A qualitative research approach was employed, involving in-depth interviews with 15 respondents who are regular customers of Gacoan. The data were analyzed thematically to identify recurring patterns and insights. Findings indicate that customers place high importance on speed of service, staff responsiveness, cleanliness, and perceived affordability. When these elements meet or exceed expectations, customer satisfaction significantly increases. Conversely, inconsistencies in service or perceived decline in value lead to dissatisfaction. A notable uniqueness of this study lies in its focus on a single outlet, providing a micro-level understanding of consumer behavior in a specific urban setting. The practical implication of this study suggests that Gacoan can enhance customer loyalty by maintaining consistent service quality and optimizing value perception through promotions or personalized experiences. Businesses in similar markets may also benefit from adopting a localized approach to understanding customer needs. These insights serve as a valuable reference for improving service management strategies in Indonesia’s competitive culinary sector. Keywords: Service Quality, Perceived Value, Customer Satisfaction, Qualitative Research, Gacoan Buah Batu
Co-Authors Naysa, Kayla Nazwa Rammelbergi, Janadi Rohmah, Yunia Nur Susilawati Sugiana, Neng Susi Thamrin, Janadi Rammelsbergi