La Ode Muswan (1), Legi Leko (2)
This study aims to analyze the factors that influence customer satisfaction at Rock Royal Cafe and Family Karaoke Namlea. The research adopts a quantitative approach with data collection through questionnaires distributed to customers who have visited these establishments. Data analysis is conducted using descriptive statistics and linear regression to determine the relationship between factors such as service quality, price, cleanliness, and facilities with customer satisfaction levels. The results indicate that these factors significantly affect customer satisfaction. Service quality and cleanliness are the most dominant factors in enhancing customer satisfaction at both establishments. This study is expected to provide recommendations for management to improve and enhance service quality and facilities in order to maintain customer satisfaction.
Aaker, D. A. (2014). Strategic market management. Wiley.
Anderson, E. W., & Sullivan, M. W. (1993). The antecedents and consequences of customer satisfaction for firms. Marketing Science, 12(2), 125-143. https://doi.org/10.1287/mksc.12.2.125
Bai, B., & Law, R. (2008). The impact of the hotel industry’s customer satisfaction on customer loyalty: A comparison between full-service and limited-service hotels. International Journal of Hospitality Management, 27(3), 497-506. https://doi.org/10.1016/j.ijhm.2007.06.010
Bitner, M. J. (1990). Evaluating service encounters: The effects of physical surroundings and employee responses. Journal of Marketing, 54(2), 69-82. https://doi.org/10.1177/002224299005400206
Cronin, J. J., & Taylor, S. A. (1992). Measuring service quality: A reexamination and extension. Journal of Marketing, 56(3), 55-68. https://doi.org/10.1177/002224299205600305
Firdaus, A., & Batavia, R. (2020). Pengaruh kualitas pelayanan terhadap kepuasan pelanggan di restoran XYZ. Jurnal Manajemen Bisnis, 5(2), 100-115.
Garvin, D. A. (1987). Competing on the eight dimensions of quality. Harvard Business Review, 65(6), 101-109.
Kotler, P., & Keller, K. L. (2016). Marketing management (15th ed.). Pearson Education.
McColl-Kennedy, J. R., & Schneider, T. (2000). Reconsidering customer satisfaction: The influence of feelings and emotions. Journal of Service Research, 2(3), 197-205. https://doi.org/10.1177/109467050023001
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12-40.
Rangkuti, F. (2019). Strategi pemasaran (Edisi 4). PT. Gramedia Pustaka Utama.
Setiawan, T., & Hartono, R. (2022). Pengaruh kualitas layanan terhadap kepuasan pelanggan pada restoran X di Yogyakarta. Jurnal Ilmu Manajemen, 18(1), 28-40. https://doi.org/10.1016/j.jimm.2022.03.012
Tjiptono, F. (2014). Service, quality & satisfaction (Edisi 2). Andi.
Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2018). Services marketing: Integrating customer focus across the firm (7th ed.). McGraw-Hill.
Zeithaml, V. A., & Parasuraman, A. (2004). Service quality delivery through Internet and online services. Springer.