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All Journal JURNAL PASTI (PENELITIAN DAN APLIKASI SISTEM DAN TEKNIK INDUSTRI) Utsaha: Journal of Entrepreneurship
Pakpahan, Arnoldus
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Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Engineering Industrial & Manufacturing Engineering Transportation

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SERVICE QUALITY, PRICING, AND CUSTOMER SATISFACTION EFFECTS ON REFERRAL INTENTION: A CASE STUDY OF JAJAN DOELOE CAFÉ Pakpahan, Arnoldus; Onaning, Kamaruzzaman
UTSAHA: Journal of Entrepreneurship Vol. 4 Issue 2 (2025)
Publisher : jfpublisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56943/joe.v4i2.816

Abstract

The rapid expansion of café businesses in Indonesia reflects changing consumer lifestyles characterized by increased social dining and leisure activities. However, intensified competition has created challenges for establishments that fail to prioritize customer-centric approaches, potentially leading to customer defection and reduced referral behaviors. This study investigates the determinants of referral intention in the café industry, specifically examining how service quality, pricing, and customer satisfaction influence customers' willingness to recommend establishments to others. The research employed a quantitative methodology utilizing survey data from 100 customers of Jajan Doeloe Café in Bogor, Indonesia. Data analysis was conducted through Partial Least Squares Structural Equation Modeling (PLS-SEM) version 3.0 to test the proposed hypotheses. The measurement instruments incorporated established scales including SERVQUAL dimensions for service quality assessment and validated constructs for pricing perception, customer satisfaction, and referral intention. The empirical findings reveal significant variations in the influence of different factors on referral intention. Customer satisfaction emerged as the strongest predictor of referral behavior (β=0.526, p<0.001), followed by pricing perceptions (β=0.276, p=0.002). Surprisingly, service quality demonstrated no significant impact on referral intention (β=0.005, p=0.937). These results suggest that in the café context, customer satisfaction and perceived value through appropriate pricing strategies are more critical for generating positive word-of-mouth recommendations than traditional service quality dimensions. The findings provide strategic guidance for café management prioritization and resource allocation decisions.
Penerapan Metode AHP-TOPSIS sebagai Sistem Pendukung Keputusan untuk Pemilihan Laptop Bagi Mahasiswa Program Studi Manajemen Rekayasa Hutagaol, Natalia Holong Ito; Hutapea, Natasya; Pasaribu, Marya; Pakpahan, Arnoldus; Silalahi, Fitriani Tupa Ronauli
Jurnal PASTI (Penelitian dan Aplikasi Sistem dan Teknik Industri) Vol 19, No 2 (2025): Jurnal PASTI
Publisher : Universitas Mercu Buana

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22441/10.22441/2441/pasti.2025.v19i2.010

Abstract

Laptop adalah alat elektronik yang biasa digunakan oleh mahasiswa dalam mendukung kegiatan belajar pada saat kuliah. Dalam memilih perangkat laptop, mahasiswa memiliki beberapa kriteria baik dari pribadi maupun kriteria dari kampus. Program studi Manajemen Rekayasa di Institut Teknologi Del telah menetapkan standar terkait spesifikasi perangkat laptop yang wajib dimiliki oleh para mahasiswa. Penelitian ini dilakukan dengan tujuan memberikan panduan kepada mahasiswa Manajemen Rekayasa di Institut Teknologi Del dalam memilih perangkat tersebut, dengan mempertimbangkan beberapa kriteria tertentu. Analytical Hierarchy Process (AHP) dan Technique For Others Reference by Similarity to Ideal Solution (TOPSIS) merupakan metode dalam menentukan alternatif yang direkomendasikan oleh peneliti agar mempermudah mahasiswa Manajemen Rekayasa, Institut Teknologi Del dalam membeli laptop. Penelitian ini juga melibatkan beberapa mahasiswa Manajemen Rekayasa angkatan 2023 yang berperan sebagai responden dalam menentukan bobot dari setiap kriteria yang sudah ditentukan.
Co-Authors Fitriani Tupa R Silalahi Hutagaol, Natalia Holong Ito Hutapea, Natasya Onaning, Kamaruzzaman Pasaribu, Marya