Abdul Luthfi (1), Elida (2), Anni Faridah (3), Kasmita (4)
Tight competition in the culinary MSME sector requires managers to optimize service quality to increase customer satisfaction. This study aims to test the validity of the questionnaire instrument through validity and reliability tests, and analyze the effect of service quality on customer satisfaction of Roti Koh Ahong in Padang City. A descriptive-associative quantitative method was applied by collecting primary data from 30 consumers through an accidental sampling technique. Data analysis using SPSS version 25 included Pearson validity test, Cronbach's Alpha reliability test, and simple linear regression. The test results showed that all instrument items were valid (r count> 0.361; p < 0.05) and highly reliable (Cronbach's Alpha = 0.960). Regression analysis confirmed that service quality had a positive and significant effect on customer satisfaction (F = 241.536; p = 0.000) with a contribution of 89.6% (R2 = 0.896). In conclusion, the developed questionnaire proved valid and reliable, making it worthy of being adopted for further research in the field of culinary service management.
Aicher, T. J., Heere, B., Odio, M. A., & Ferguson, J. M. (2023). Looking beyond performance: understanding service quality through the importance-performance analysis. Sport Management Review, 26(3), 448–470.
Aithal, A., & Aithal, P. S. (2020). Development and validation of survey questionnaire & experimental data–a systematical review-based statistical approach. International Journal of Management, Technology, and Social Sciences (IJMTS), 5(2), 233–251.
Alaan, Y. (2016). Pengaruh service quality (tangible, empathy, reliability, responsiveness dan assurance) terhadap customer satisfaction: Penelitian pada Hotel Serela Bandung. Jurnal Manajemen Maranatha, 15(2).
Andri, A. (2022). Analysis of factors affecting the use of Google Classroom to support lectures. Analysis of Factors Affecting the Use of Google Classroom to Support Lectures.
Aras, M., Persada, I. N., & Nabella, S. D. (2023). The influence of service quality, Trust, and facilities on the decision to choose SP Hotel Batam. International Journal of Accounting, Management, Economics and Social Sciences (IJAMESC), 1(4), 417–431.
Arkes, J. (2025). Regression analysis: a practical introduction. Routledge.
Clark, L. A., & Watson, D. (2019). Constructing validity: New developments in creating objective measuring instruments. Psychological Assessment, 31(12), 1412.
Fitriani, n., Supangkat, b., Hermawan, w., Iskandar, j., & Abas, m. A. (2025). Public perception and behavior toward butterfly diversity and benefits in Bandung, West Java, Indonesia. BIODIVERSITAS, 26(10), 5089–5108.
Goodman, J. (2019). Strategic customer service: Managing the customer experience to increase positive word of mouth, build loyalty, and maximize profits. Amacom.
Khan, N. (2020). Critical review of sampling techniques in the research process in the world. Available at SSRN 3572336.
Kholed, S. N. S., Maon, S. N., & Hassan, N. M. (2021). Reliability and validity of the inter-professional collaboration practice instrument. Journal of Interprofessional Education & Practice, 24, 100450.
Kurniawan, A. W., Syahribulan, S., Azis, M., Anshari, A., & Sahabuddin, R. (2021). The Influence of Entrepreneurs through Business Performance Competitive Advantage of the Small and Medium Enterprises Sector in Makassar City. PSYCHOLOGY AND EDUCATION, 58(5), 7699–7712.
Ottman, J. (2017). The new rules of green marketing: Strategies, tools, and inspiration for sustainable branding. Routledge.
Setiono, B. A., & Hidayat, S. (2022). Influence of service quality with the dimensions of reliability, responsiveness, assurance, empathy and tangibles on customer satisfaction. International Journal of Economics, Business and Management Research, 6(09), 330–341.
Singh, V., Sharma, M. P., Jayapriya, K., Kumar, B. K., Chander, M., & Kumar, B. R. (2023). Service quality, customer satisfaction and customer loyalty: A comprehensive literature review. Journal of Survey in Fisheries Sciences, 10(4S), 3457–3464.
Sugiarto, S., & Octaviana, V. (2021). Service quality (SERVQUAL) dimensions on customer satisfaction: Empirical evidence from bank study. Golden Ratio of Marketing and Applied Psychology of Business, 1(2), 93–106.
Suherli, E., Kurniawan, H., Sutopo, J., Pohan, S. U. S., & Sarwono, P. (2025). Manajemen Usaha Mikro, Kecil, Dan Menengah (UMKM). PT Penerbit Naga Pustaka.
Sürücü, L. (2020). Validity and reliability in quantitative research. Business & Management Studies: An International Journal.
Tanujaya, B., Prahmana, R. C. I., & Mumu, J. (2022). Likert scale in social sciences research: Problems and difficulties. FWU Journal of Social Sciences, 16(4), 89–101.
Tedja, B., Al Musadieq, M., Kusumawati, A., & Yulianto, E. (2024). Systematic literature review using PRISMA: exploring the influence of service quality and perceived value on satisfaction and intention to continue relationship. Future Business Journal, 10(1), 39.
Teresi, J. A., Yu, X., Stewart, A. L., & Hays, R. D. (2022). Guidelines for designing and evaluating feasibility pilot studies. Medical Care, 60(1), 95–103.