Nihanda Adnika Fahsa, Suparman Suparman

Pengaruh Kualitas Pelayanan, Kepercayaan, Dan Harga Terhadap Kepuasan Pelanggan Raca Lele Di Tambun Utara

Introduction

Pengaruh kualitas pelayanan, kepercayaan, dan harga terhadap kepuasan pelanggan raca lele di tambun utara. Telusuri pengaruh kualitas pelayanan, kepercayaan, & harga terhadap kepuasan pelanggan Raca Lele di Tambun Utara. Studi kuantitatif ini menemukan ketiga faktor tersebut signifikan, vital bagi UMKM.

Abstract

This study investigated the impact of service quality, trust, and price on customer satisfaction in the culinary enterprise Raca Lele, located in North Tambun. The research was prompted by recent fluctuations in customer volume and profitability observed by the business. A quantitative research design was adopted, employing a survey method with data collected through closed-ended questionnaires administered to 60 customers of Raca Lele. Data analysis was conducted using multiple linear regression, complemented by t-tests, F-tests, and coefficient of determination analysis, with the support of IBM SPSS version 26. The results revealed that, both individually and collectively, service quality, trust, and price exerted a positive and significant influence on customer satisfaction. These findings underscored the importance of enhancing service quality, building customer trust, and implementing competitive pricing strategies as critical components in fostering and maintaining customer satisfaction. The study offered practical implications for micro, small, and medium enterprises (MSMEs) seeking to develop effective strategies for improving service delivery and customer experience.

Review

The paper "Pengaruh Kualitas Pelayanan, Kepercayaan, Dan Harga Terhadap Kepuasan Pelanggan Raca Lele Di Tambun Utara" presents a focused investigation into the drivers of customer satisfaction within a specific culinary enterprise. The study's clear objective was to understand how service quality, trust, and price influence customer satisfaction, driven by recent fluctuations in the business's customer volume and profitability. The abstract effectively conveys the core finding: all three variables significantly and positively impact customer satisfaction, both individually and in combination. This research is highly pertinent for micro, small, and medium enterprises (MSMEs) seeking practical strategies to enhance their service delivery and customer experience, addressing a common challenge in competitive markets. Methodologically, the study employs a suitable quantitative design, utilizing a survey approach with closed-ended questionnaires administered to 60 customers. The choice of multiple linear regression, complemented by t-tests, F-tests, and coefficient of determination analysis using IBM SPSS version 26, represents a standard and robust analytical framework for examining causal relationships between these variables. The results are clearly articulated, directly supporting the conclusion that enhancing service quality, building customer trust, and implementing competitive pricing are crucial for fostering and maintaining customer satisfaction. This methodological rigor and clear presentation of findings are commendable strengths of the paper. While the study offers valuable practical insights, a primary limitation discernible from the abstract is its sole focus on a single enterprise, Raca Lele. This specificity, while providing depth for that business, may restrict the direct generalizability of the findings to the broader MSME sector without further validation. The sample size of 60 customers, though statistically adequate for regression, could be considered modest in the context of addressing "fluctuations in customer volume," and a larger or more diverse sample might offer more comprehensive insights. Future research could consider comparative studies across multiple MSMEs, explore the mediating roles of other factors such as perceived value or customer loyalty, or integrate qualitative approaches to gain deeper insights into the specific aspects of service quality and trust that resonate most with customers.

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