Pengaruh Kualitas Pelayanan dan Kecepatan Respons Terhadap Kepuasan Pelanggan di Restoran Marugame Udon
DOI:
https://doi.org/10.54066/jurma.v2i4.2715Keywords:
Customer Satisfaction, Service Quality, Response Speed, Restaurant, Marugame UdonAbstract
This research aims to analyze the influence of service quality and response speed on customer satisfaction at Marugame Udon restaurant. Through a literature review, this study examines various theories and previous research related to service quality, response speed, and customer satisfaction. The findings indicate that both service quality, which includes tangibles, reliability, responsiveness, assurance, and empathy, as well as response speed in serving customers, have a significant impact on customer satisfaction. Good service quality and high response speed can enhance customers' perception of the value offered by the restaurant and encourage customer loyalty. The implication of this research is the importance for the restaurant to continuously strive to improve service quality and response speed in order to maintain and enhance customer satisfaction
References
Angraini, N. (2023). Mengukur kepuasan pelanggan. Measuring Customer Satisfaction. Retrieved from http://ojs.unm.ac.id
Apriliyanti, N. F., Susanto, A., & Evanita. (2021). 8866-Article Text-9775-1-10-20221210.
Gabor, A. F., Van Vianen, L., Yang, G., & Axsäter, S. (2016). Enabling customer satisfaction and stock reduction through service differentiation with response time guarantees.
Gultom, D. K., Arif, M., & Fahmi, M. (2020). MANEGGGIO: Jurnal Ilmiah Magister Manajemen, 3(2). https://doi.org/10.30596/maneggio.v3i2.5290
Handayani, P., & Paludi, S. (2022). Jurnal Panorama Nusantara, 17. Retrieved from http://ejournal.stein.ac.id/index.php/panorama
Ikhsan Syukri Amri, A. (2023). Pemberian kualitas pelayanan jasa dan penetapan harga yang dilakukan PT. Romi Tour and Travel dalam mempengaruhi kepuasan konsumen. Jurnal Manajemen Terapan dan Keuangan (Mankeu), 12(1).
Kim, L., Maijan, P., & Yeo, S. F. (2024). Developing customer service quality: Influences of job stress and management process alignment in banking industry. Sustainable Futures, 8. https://doi.org/10.1016/j.sftr.2024.100311
Le, H. S., Do, T. V. H., Nguyen, M. H., Tran, H. A., Pham, T. T. T., Nguyen, N. T., & Nguyen, V. H. (2024). Predictive model for customer satisfaction analytics in e-commerce sector using machine learning and deep learning. International Journal of Information Management Data Insights, 4(2). https://doi.org/10.1016/j.jjimei.2024.100295
Mongdong, R. E., Kurniawan, R., Hammar, R., & Yertas, M. (2024). Pengaruh partisipasi masyarakat dan ketersediaan teknologi informasi terhadap kecepatan respon bencana pada BPBD Provinsi Papua Barat. YUME: Journal of Management, 7(3).
Nagara, A. Y., Purnamawati, E., Suryadi, A., & Pembangunan Nasional, U. (2020). Analisis peningkatan kualitas pelayanan dengan metode SERVQUAL dan TRIZ (Studi kasus pada "Cafe XYZ"). Juminten: Jurnal Manajemen Industri dan Teknologi, 1(1).
Nurma Halika, & Kiran Kharisma. (2024). Study of the effects of service quality variables on customer satisfaction and loyalty. Journal of Social Science and Business Studies, 2(2), 186–190. https://doi.org/10.61487/jssbs.v2i2.57
Putra, R. (2021). Determinasi kepuasan pelanggan dan loyalitas pelanggan terhadap kualitas produk, citra merek dan persepsi harga (Literature Review Manajemen Pemasaran). Jurnal Ekonomi Manajemen dan Sains Indonesia, 2(4). https://doi.org/10.31933/jemsi.v2i4
Qorimah, E. N., & Sutama, S. (2022). Studi literatur: Media augmented reality (AR) terhadap hasil belajar kognitif. Jurnal Basicedu, 6(2), 2055–2060. https://doi.org/10.31004/basicedu.v6i2.2348
Razi, F. F., & Lajevardi, M. (2016). Sense marketing, experiential marketing, customer satisfaction, and repurchase intention. Retrieved from www.iiste.org
Rohaeni, H., & Marwa, N. (2018). Garuda.
Saripudin, A., Oktriawan, W., & Kurniasih, N. (2021). Pengaruh kualitas pelayanan terhadap kepuasan pelanggan restoran Saung Manglid. Muttaqien: Indonesian Journal of Multidisciplinary Islamic Studies, 2(1), 48–57. https://doi.org/10.52593/mtq.02.1.03
Siaputra, H. (2024). Pengaruh kualitas makanan, kualitas layanan dan persepsi harga terhadap minat beli ulang pada restoran XYZ Surabaya. Jurnal Manajemen Perhotelan, 10(1), 13–23. https://doi.org/10.9744/jmp.10.1.13-23
Winarto, C. (2019). Analisis faktor-faktor yang mempengaruhi keputusan konsumen dalam menggunakan jasa Grab-Food di Surabaya.
Yudha, E. P., Rifai, A. A., & Adela, A. S. (2022). Analisis tingkat kepuasan konsumen terhadap kualitas produk dan kualitas pelayanan restoran cepat saji McDonald’s. Mimbar Agribisnis: Jurnal Pemikiran Masyarakat Ilmiah Berwawasan Agribisnis, 8(2), 1003. https://doi.org/10.25157/ma.v8i2.7558
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2024 Jurnal Riset Manajemen
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
