Pengaruh Harga dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan pada Richeese Factory Cabang Pahlawan Revolusi Daerah Jakarta Timur
DOI:
https://doi.org/10.63822/w6tszd26Keywords:
Service Quality; Customer SatisfactionAbstract
This study aims to analyze the influence of price and service quality on customer satisfaction at the Richeese Factory Pahlawan Revolusi branch in East Jakarta. The study employs a quantitative approach using purposive sampling with 85 respondents. Data were collected via questionnaires and analyzed using validity tests, reliability tests, classical assumption tests, multiple linear regression, t-tests, F-tests, and the coefficient of determination, utilizing IBM SPSS Statistics version 27. The results indicate that price has a positive and significant effect on customer satisfaction, with a calculated t-value of 10.176 and a significance level of <0.001. Service quality also has a positive and significant effect, with a calculated t-value of 3.002 and a significance level of 0.004. Simultaneously, price and service quality significantly influence customer satisfaction, with a calculated F-value of 114.358 and a significance level of <0.001. The R-square value of 0.736 indicates that price and service quality explain 73.6% of the variation in customer satisfaction. Thus, it can be concluded that price and service quality—both individually and simultaneously—play a significant role in enhancing customer satisfaction.
References
Chandra, M., & Alexander. (2024). Pengaruh kualitas layanan, harga dan promosi terhadap kepuasan pelanggan di McDonald’s Shinta Kota Tangerang. Prosiding: Ekonomi dan Bisnis, 4(2).
Fadilla, S., Sulistyandari, & Khusnul, F. (2024). Analisis pengaruh kualitas pelayanan, harga dan lokasi terhadap kepuasan pelanggan Richeese Factory Pekanbaru. Jurnal Ilmiah Merdeka EMBA, 3(1), 335–354.
Febrianawati, W., Wibowo, W. I., Hidayat, N., Reswari, R. A., & Niswan, E. (2023). Pengaruh brand experience terhadap kepuasan pelanggan dan loyalitas pelanggan KFC di Kota Pontianak. Jurnal Ilmu Ekonomi dan Studi Pembangunan, 6, 166–173.
Giawa, A., & Yossi, H. (2022). Pengaruh kualitas pelayanan, harga dan kualitas makanan terhadap kepuasan pelanggan di Restoran Bunaken. Jurnal Rekaman, 6(2), 151–160.
Hair, J. F. J., Black, W. C., Babin, B. J., & Anderson, R. E. (2019). Multivariate Data Analysis (8th ed.). Cengage Learning.
Indrasari, M. (2019). Pemasaran dan Kepuasan Pelanggan. Unitomo Press.
Masili, V., Lumanauw, B., & Tielung, M. V. (2022). Pengaruh kualitas layanan terhadap loyalitas pelanggan dengan kepuasan pelanggan sebagai variabel intervening pada usaha toko bahan bangunan Mentari. Jurnal EMBA, 10(4), 44–51.
Putra, R. D. Y. P., Budiasih, Y., & Husnayetti. (2025). Pengaruh kualitas produk, harga, dan citra merek terhadap keputusan pembelian produk sepatu Specs di kalangan mahasiswa ITB Ahmad Dahlan Jakarta. Media Riset Bisnis Ekonomi Sains dan Terapan, 3(1), 100–112.
Racmandani, D., & Ahyani. (2025). Pengaruh kualitas pelayanan dan harga terhadap kepuasan pelanggan pada McDonald’s Cengkareng Pondok Aren. Jurnal Ilmiah Swara Manajemen, 5(1), 1–12.
Riyani, D., et al. (2021). Penelitian mengenai pengaruh harga dan kualitas pelayanan terhadap kepuasan pelanggan. [Rujukan sebagaimana tercantum dalam skripsi].
Syahidin, & Adnan. (2022). Analisis pengaruh harga dan lokasi terhadap kepuasan pelanggan pada Bengkel Andika Teknik Kemili Bebesen Takengon. [Rujukan sebagaimana tercantum dalam skripsi].
Tjiptono, F. (2019). Konsep kualitas pelayanan sebagaimana digunakan dalam skripsi.
Waruwu, M. (2023). Pendekatan penelitian pendidikan: Metode penelitian kualitatif, metode penelitian kuantitatif dan metode penelitian kombinasi (mixed method). Jurnal Pendidikan Tambusai, 7(1), 2896–2910.
Downloads
Published
Issue
Section
License
Copyright (c) 2026 Ulyani Nur Aisyah, Daniel Daniel (Author)
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
