Effect of Performance and Features on Customer Satisfaction in Cafe Ropang Plus Plus, Pluit Sakti, North Jakarta, Indonesia

  • . Karen Universitas Bunda Mulia
  • Stephanie Rosanto Universitas Bunda Mulia

Abstract

This study aims to determine whether performance and features, as a part of product quality dimensions, influence consumer purchasing decisions at the Café Ropang Plus Plus, Pluit Sakti, North Jakarta. This research includes descriptive research using a quantitative approach. The sample in this study amounted to 105 respondents. Data collection techniques using questionnaires are tested for validity and reliability, and the data analysis technique used is multiple regression analysis. The sampling technique used is simple random sampling using the Slovin formula. Based on the analysis of statistical data, the indicators in this study are valid and reliable. In the normality test, the regression model in this study is normally distributed. Hypothesis using the t-test shows that the independent variable (performance and feature) affects the dependent variable (customer satisfaction) at the café. According to consumers, the independent variable is considered important when buying products from the café. The authors suggest that purchasing decisions will increase by conducting competitive pricing, while the location is already strategic and maintain the points valued well by customers.

Author Biographies

. Karen, Universitas Bunda Mulia

Department of Hospitality & Tourism, Universitas Bunda Mulia, Jakarta, Indonesia

Stephanie Rosanto, Universitas Bunda Mulia

Department of Hospitality and Tourism, Universitas Bunda Mulia, Jakarta, Indonesia

References

Badan Pengembangan dan Pembinaan Bahasa (2016). KBBI Daring. Retrieved from https://kbbi.kemdikbud.go.id/Beranda
Bitner, M. J. (1992). Servicescapes: The Impact of Physical surroundings on customers and employees. Journal of Marketing, 56(2), 57-71.
Bowen, J. T., & Chen, S. L. (2001). Loyalty and Customer Satisfaction. International Journal of Contemporary Hospitality Management, 13(5), 213-217.
Cambridge University Press. (2020). Cambridge Dictionary: Make your words meaningful. Retrieved from https://dictionary.cambridge.org/
Fornell, C., Mithas, S., Morgeson, F. V., & Krishnan, M. S. (1996). Customer Satisfaction and Stock Prices: High Returns, Low Risk. Journal of Marketing, 70(1), 3-14.
Garvin, D. A. (1987). Competing on the Eight Dimensions of Quality. Harvard Business Review, Nov-Dec.
Ghozali, I. (2014). Structural Equation Modeling Metode Alternatif dengan Partial Least Square (PLS) (4th ed.). Semarang: Badan Penerbit Universitas Diponegoro.
Ghozali, I. (2015). Aplikasi Analisis Multivariate dengan Program IBM SPSS 23. Semarang: Badan Penerbit Universitas Diponegoro.
Ghozali, I. (2016). Aplikasi Analisis Multivariate dengan Program IBM SPSS 23 (8th ed.). Semarang: Badan Penerbit Universitas Diponegoro.
Gursoy, D., McCleary, K. W., & Lepsito, L. R. (2007). Propensity to Complain: Effects of Personality and Behavioral Factors. Journal of Hospitality & Tourism Research, 31(3), 358-386.
Heskett, J. L., Jones, T. O., Loveman, G. W., Sasser, W. E., & Schlesinger, L. A. (1994). Putting the Service-Profit Chain to Work. Harvard Business Review, 72(2), 164-174.
Kementrian PPN/Bappenas. (2019). Kategori Sektor Prioritas. Jakarta: Center for Private Investment Analysis – BAPPENAS.
Kotler, P., & Armstrong, G. (2015). Principles of Marketing. UK: Pearson Education Limited.
Kotler, P., & Keller, K. L. (2016). Marketing Management (15th ed.). UK: Pearson Education Limited.
Jurnal Bisnis dan Kewirausahaan (Journal of Business and Entrepreneurship)
Vol. 8, No. 2, 2020
55
Mehrabian, A., & Russell, J. A. (1974). The Basic Emotional Impact of Environments. Sage Journals, Perceptual and Motor Skills, 38(1), 283-301.
Nam, J. H., Ekinci, Y., & Whyatt, G. (2011). Brand Equity, Brand Loyalty and Customer Satisfaction. Annals of Tourism Research, 38(3), 1009-1030.
Oxford University Press (2020). Oxford English Dictionary: The definitive record of the English language. Retrieved from https://www.oed.com/
Parish, J. T., Cadwallader, S., & Busch, P. (2008). Want to, Need to, Ought to: Employee Commitment to Organizational Change. Journal of Organizational Change Management, 21(1), 32-52.
Priyatno, D. (2016). Belajar Alat Analisis Data dan Cara Pengolahannya dengan SPSS. Yogyakarta: Gava Media.
Ragimun & Widodo, S. (2019). Strategy of Strengthening Food and Beverage Industry in Indonesia. Journal of Economic and Behavioral Studies, 11(4), 102-110.
Reichheld, F. F., & Sasser, E. (1990). Zero Defections: Quality Comes to Services. Harvard Business Review, 68(5), 105-111.
Rohm, A., & Swaminathan, V. (2004). A Typology of Online Shoppers Based on Shopping Motivations. Journal of Business Research, 57(7), 748-757.
Saban, E. (2017). Metode Penelitian Manajemen dan Bisnis. Bogor: Ghalia.
Santosa, S. (2015). SPSS 20 Pengolahan Data Statistik di Era Informasi. Jakarta: PT Alex Media Komputindo.
Siregar, S. (2014). Analisis Data Validitas. Bandung: Kantor Akuntan Publik (KAP).
Sugiyono (2016). Metode Penelitian Kuantitatif, Kualitatif dan R&D. Bandung: Alfabeta.
Sun, K. A., & Kim, D. Y. (2013). Does Customer Satisfaction Increase Firm Performance? An Application of American Customer Satisfaction Index (ACSI). International Journal of Hospitality Management, 35, 68-77.
Sunarto (2015). Pengaruh Kualitas Produk Terhadap Keputusan Pembeluan Pada Toko Kerajinan Kulit Kartika Magetan. Equilibrium: Jurnal Ilmiah Ekonomi dan Pembelajarannya, 3(2), 191-205.
Tjiptono, F. (2014). Pemasaran Jasa: Prinsip, Penerapan dan Penelitian. Yogyakarta: Andi.
Tjiptono, F., & Chandra, G. (2016). Service, Quality & Satisfaction (4th ed.). Yogyakarta: Andi.
Umar, H. (2005). Metode Penelitian Untuk Tesis dan Bisnis. Jakarta: PT Raja Grafindo Persada.
Usman, H. (2009). Metodologi Penelitian Sosial. Jakarta: Bumi Aksara.
Wenur, C. (2015). Pengaruh Strategi Green Marketing, Citra Merek, dan Kualitas Produk Terhadap Kepuasan Konsumen Terhadap Pengguna (Survey pada The Body Shop, Manado Town Square). Universitas Sam Ratulangi, Manado, Jurnal EMBA, 3(2), 283-293.
Wineman, J. D. (1986). Behavioural Issues in Office Design. London: Van Nostrand Reinhold.
Published
2020-10-31
How to Cite
KAREN, .; ROSANTO, Stephanie. Effect of Performance and Features on Customer Satisfaction in Cafe Ropang Plus Plus, Pluit Sakti, North Jakarta, Indonesia. Journal of Business And Entrepreneurship, [S.l.], v. 8, n. 2, p. 39-56, oct. 2020. ISSN 2685-6255. Available at: <http://ojs.sampoernauniversity.ac.id/index.php/JOBE/article/view/125>. Date accessed: 26 nov. 2020. doi: https://doi.org/10.46273/job&e.v8i2.125.