This is an outdated version published on 2024-11-21. Read the most recent version.

Value Perception as Mediating between Service Quality and Customer Satisfaction in Café’s Customer

Authors

Anis Alifah Universitas Muhammadiyah Semarang
Annisa Fajri Universitas Muhammadiyah Semarang

Keywords:

Quality Service, Satisfaction Customers, Value Perception, Café

Abstract

Study This aim For analyze influence quality service to satisfaction customers mediated by perception value at Café Luggo Outlet Tembalang. Subjects in research This is ever customer buy products at Café Luggo Outlet Tembalang at least more from three times. Retrieval technique sample use probability sampling technique with purposive sampling method. In research This sample A total of 100 respondents were taken from spread questionnaire. Analytical tools used is Smart Partial Least Square (SmartPLS 4.0). Based on analysis that has been done done obtained results that quality service influential positive and significant to satisfaction customers, quality service influential positive and significant to perception value, perception mark have influence to satisfaction customer, perception mark have influence positive and significant in mediate connection quality service to satisfaction customer.

References

Satisfaction Customers in Mediating Influence Quality Service To Loyalty Customer . E- Journal Management Unud , Vol. 6, no. 9, 2017: 5061-5087

Ali, Rizwan; Leifu, Gao; Rafiq, Muhammad Yasir; Mudassar, H. (2015). Role Of Perceived Value, Customer Expectation, Corporate Image And Perceived Service Quality On The Customer Satisfaction. The Journal of Applied Business Research Vol. 31 No. 4, 1425-1436.

Aryani, D., & Rosinta, F. (2010). Influence quality service to satisfaction customer in form loyalty customer. Journal Knowledge Administration And Organization, 17(2), 114–126.

Darno, D., & Yosepha, SY (2023). Influence Quality Service And Trust To Satisfaction Customer Tokopedia users in East Jakarta. Journal Innovative Student Management, 3(1), 39-50.

Helmyzan, M.S., & Roostika, R. (2022). Quality Service And Quality Experience To Attitude And Loyalty Consumers Mediated by Value Perception ( Case Study on Bee Dyoti ) . Selecta Management : Journal Student Business & Management , 1(3), 214-225.

Helmyzan , M.S., & Roostika, R. (2022). Quality Service And Quality Experience To Attitude And Loyalty Consumers Mediated by Value Perception (Case Study on Bee Dyoti ) . Selecta Management : Journal Student Business & Management, 1(3), 214-225.

Kanthi, YA, Suharyono, & Kumadji, S. (2016). Influence Quality Service on Customer Value , Satisfaction Customers and Loyalty Customers (Study at the Clinic of Dr. Sumakto , Sp. A(K) in Malang). Journal Faculty Knowledge Brawijaya University Administration, 10(1), 34–45. https://doi.org/10.9876/10.9876/VOL1ISSN1978-743X

Kotler, P. & Keller L. K. (2016). Marketing Management, 15th Edition New Jersey: Pearson Pretice Hall, Inc (p. 2016). Pearson Pretice Hall, Inc.

Kurniawan, AAF (2023). Influence quality service, price, and promotion to loyalty consumers in mediation with satisfaction customers on services transportation Gorental Malang (Doctoral dissertation, Maulana Malik Ibrahim State Islamic University).

Kurniawati, RD (2014). Influence Quality Service To Satisfaction Consumers at “ Cafeteria Srikandi ” Faculty of Economics, Surabaya State University. Journal of Commerce Education (JPTN), 2(2).

Maimunah , S. (2019). Influence quality service , perception price , taste satisfaction consumers and loyalty consumer . IQTISHADequity journal Management , 1(2).

Maradita, F., & Susilawati, M. (2021). Influence atmosphere, quality food, and perception mark to satisfaction Sumbawa Cave Restaurant customers. National Journal of Management Marketing & HR, 2(1), 1-14.

Nurcahyono, N., & Ifada, L. M. Determinants of Goverment Financial Statement Quality Likelihood in Indonesian. Jurnal ASET (Akuntansi Riset), 16(1), 121-136.

Parerung, D., & Handoyo, S. E. (2022). Influence Quality Service to Satisfaction Customer with Variable Mediation of Perceived Value Customer OVO application in Jakarta. Journal Management Business and Entrepreneurship , 6(2), 195-200.

Prasetyo, CA, Priansa, DJ, & Sastika, W. (2019). Influence Customer Value Perception To Satisfaction Customer Indihome (Survey To Consumer Indihome In Bandung City 2019). E-Proceedings of Applied Science, 5(2), 819-823.

Purba, M., Nasution, AP, & Harahap, A. (2023). Influence Quality Service, Quality Products and Company Reputation towards Satisfaction Consumer with Trust as Variable Moderation. Remik: Research and E- Journal Management Informatics Computers, 7(2), 1091-1107.

Putra, AA, Santosa, A., & Nilasari, PF (2019). Comparative Study The Comfort of an Instagrammable Cafe Interior Design Space in Surabaya (Case Study : Carpentier Kitchen and Threelogy Coffee). Intra, 7(2), 933-941.

Permatasari, M., Nurcahyono, N., Bilqis, L.K. & Nugroho, W.S. 2023. The Effect of Good Corporate Governance and Financial Ratios on Financial Distress. International Conference on Business, Accounting, Banking, and Economics. Atlantis Press International BV, pp.321–336. Tersedia di http://dx.doi.org/10.2991/978-94-6463-154-8_28.

Pratiwi, I., Hanum, A.N. & Nurcahyono, N. 2022. Pengaruh Earning Per Share, Total Assets Turnover, Pertumbuhan Penjualan dan Debt Equity Ratio Terhadap Harga Saham. Jurnal Akuntansi, Perpajakan dan Portofolio, 02(02): 39–50. Tersedia di https://journal.umpo.ac.id/index.php/JAPP/article/view/5584%0Ahttps://journal.umpo.ac.id/index.php/JAPP/article/download/5584/2405.

Putra, R.D., Wibowo, R.E. & Nurcahyono, N. 2021. Akuntabilitas Pengelolaan Dana Desa : Studi Kecamatan Losari. Maksimum: Media Akuntansi Universitas Muhammadiyah Semarang, 11(2): 110–122.

Rahma, A.M., Nurcahyono, N. & Sinarasri, A. 2022. Moderating Effects of Institutional Ownership on the Relation Between Capital Structure. International Conference on Business, Accounting, Banking, and Economics, 1: 293–306. Tersedia di http://dx.doi.org/10.2991/978-94-6463-154-8_26.

Rusmawati and Marlindawaty, 2018, Analysis Influence Quality Service, Prices and Promotions to Satisfaction BJR Batakan Balikpapan Laundry Customer, Journal Executive, Vol 15. No 1;1-15.

Sasongko, SR (2021). Factors satisfaction customers and loyalty customers (management literature review marketing). Journal Knowledge Management Applied, 3(1), 104-114.

Suariedewi, I Gusti Agung Ayu Mas, and Eka Sulistyawati (2016). The role of Perceived Value in mediate Quality Service to Satisfaction Consumer. E-Journal Management Unud. 5(12), p . 8199-8226.

Sugiyono. (2019). Educational Research Methods Approach Qualitative, Quantitative, and R&D (2nd Edition ; Sutopo , Ed.). Alphabet .

Tjiptono , F., & Diana, A. (2019). Satisfaction Customers - Concepts, Measurement and Strategy (A. Diana (ed.); 1st ed.). ANDI OFFSET.

Tjiptono. (2008). Marketing Strategy : Edition Third . Yogyakarta: Andi Offset

Tuncer, I., Unusan, C., & Cobanoglu, C. (2021). Service quality, perceived value and customer satisfaction on behavioral intention in restaurants: An integrated structural model. Journal of quality assurance in hospitality & tourism, 22(4), 447-475.

Timoty, N.F.M., Nurcahyono, N., Yasaputri, K. & Jatiningsih, D.E.S. 2023. Predicting the Risk of Financial Distress Using Intellectual Capital and Financial Ratio. International Conference on Business, Accounting, Banking, and Economics. International Conference on Business, Accounting, Banking, and Economics, pp.228–245.

Videsia, Y., Wibowo, R.E. & Nurcahyono, N. 2022. Pengaruh Profitabilitas Dan Ukuran Perusahaan Terhadap Ketepatan Waktu Pelaporan Keuangan. Review of Applied Accounting Research, 9(2): 219–228.

Widjaja, YR, & Araufi, A. (2020). Value Perception and Trust Customer To Satisfaction Customers of CV Putra Wangi Sumedang Tour and Travel. Journal of Management Science , 2(1), 65-71.

Zaidan, MI, & Hamdi, E. (2023). Price Promotion, Quality Food, Brand Image, Perceived Value, Quality Services That Influence Word Of Mouth And Intentions Mediated Repurchase Satisfaction “Chatime” Brand Customers Aged 18-24 Years in Bekasi. E-Mabis: Journal of Management and Business Economics , 24(1), 38-53.

Zikri, A., & Harahap, MI (2022). Analysis Quality Service Delivery of Goods to Satisfaction Consumers at PT Pos Indonesia (Persero) Regional I Sumatra. JIKEM: Journal Knowledge Computers, Economics and Management, 2(1), 923-926.

Downloads

Published

2024-07-27 — Updated on 2024-11-21

Versions

How to Cite

Alifah, A. ., & Fajri, A. . (2024). Value Perception as Mediating between Service Quality and Customer Satisfaction in Café’s Customer. Economics and Business International Conference Proceeding, 1(2), 653–662. Retrieved from http://429005.jxltd.asia/index.php/EBiC/article/view/477 (Original work published July 27, 2024)