PENGARUH PHYSICAL ENVIRONMENT DAN KUALITAS PRODUK TERHADAP KEPUASAN PELANGGAN PADA LUAR GARIS COFFEE DI BATAM
customer satisfaction; physical environment; product quality
Abstract
This research aims to examine the influence of the physical environment and product quality on customer satisfaction at Luar Garis Coffee in Batam. The research population consists of customers who visit Luar Garis Coffee, with a sample size of 100 customers who made purchases at the venue. The sampling technique used is non-probability sampling with a purposive sampling method. The sample selection criteria are customers who have shopped at Luar Garis Coffee. Data were collected through the distribution of questionnaires. Data processing was carried out using SPSS v.26. The results of the study indicate that the physical environment has a positive effect on customer satisfaction, whereas product quality does not significantly influence customer satisfaction at Luar Garis Coffee, with an F-test value of 5.763. The T-test results show that the t-value for the physical environment is 3.257 > 1.985 with a significance value of 0.002 < 0.05, which means H1 is accepted, while the t-value for product quality is -1.200 < 1.985 with a significance value of 0.233 > 0.05, which means H2 is rejected.
References
Adnan. (2020). Pengaruh Atmosfer Café , Kualitas Produk dan Gaya Hidup terhadap Kepuasan Pelanggan ( Studi pada Dokter Kupi Café di Kota Lhokseumawe ). Jurnal Visioner & Strategis, 9(1), 15–25.
Anggarawati, I. R. (2021). PENGARUH KUALITAS PRODUK, KUALITAS PELAYANAN DAN KEPUASAN PELANGGAN TERHADAP LOYALITAS PELANGGAN PDAM TIRTA MARTA YOGYAKARTA Intan. Indonesia Sosial Sains, 2.
Dahmiri, D., & Bhayangkari, S. K. W. (2020). Pengaruh Store Atmosphere, Etika Bisnis dan Kualitas Produk Terhadap Kepuasan Konsumen. Eksis: Jurnal Ilmiah Ekonomi Dan Bisnis, 11(1), 1. https://doi.org/10.33087/eksis.v11i1.177
Damayanti, N., & Wadud, M. (2020). Pengaruh Kualitas Pelayanan dan Lingkungan Fisik Terhadap Kepuasan Konsumen pada Cafe Unsilent Palembang (Vol. 1, Issue 1).
Dani Haris. (2019). KUALITAS DAN DESAIN PRODUK DALAM MENINGKATKAN KEPUASAN DAN LOYALITAS KONSUMEN (Studi Kasus Baju Dagadu Yogyakarta). At-Tasyri’: Jurnal Ilmiah Prodi Muamalah, 21–41. https://doi.org/10.47498/tasyri.v11i1.277
Firmansyah, I. (2019). Pengaruh kualitas produk, kualitas layanan, harga dan brand image terhadap keputusan pembelian Kober Mie Setan di Kota malang. Management and Business Review, 3(2), 116–123. https://doi.org/10.21067/mbr.v3i2.4723
Hartanto, A., & Andreani, F. (2019). PENGARUH KUALITAS PRODUK, KUALITAS LAYANAN, DAN LINGKUNGAN FISIK TERHADAP LOYALITAS PELANGGAN MELALUI KEPUASAN PELANGGAN SEBAGAI VARIABEL MEDIASI DI DE MANDAILING CAFE SURABAYA (Vol. 7, Issue 1).
Hermanto, H., & Nainggolan, N. P. (2020). Pengaruh Kualitas Pelayanan Dan Kualitas Produk Terhadap Kepuasan Pelanggan Pada Pt Aneka Tata Niaga. Jurnal Ilmiah Ekonomi Manajemen: Jurnal Ilmiah Multi Science, 11(01), 46–57. https://doi.org/10.52657/jiem.v11i01.1193
Lieyanto, D. M., & Pahar, B. H. (2021). Pengaruh Kualitas Produk, Harga, Kualitas Pelayanan, Dan Store Atmosphere Terhadap Kepuasan Pelanggan. BIP’s JURNAL BISNIS PERSPEKTIF, 13(2), 88–101. https://doi.org/10.37477/bip.v13i2.216
Morkunas, M., & Rudiene, E. (2020). The impact of social servicescape factors on customers’ satisfaction and repurchase intentions in mid-range restaurants in Baltic states. Journal of Open Innovation: Technology, Market, and Complexity, 6(3). https://doi.org/10.3390/JOITMC6030077
Naufal Altair, I. M. S. (2022). PENGARUH KUALITAS LAYANAN, KUALITAS MAKANAN, KEWAJARAN HARGA, KUALITAS LINGKUNGAN FISIK TERHADAP KEPUASAN PELANGGAN (STUDI PADA KONSUMEN COFFEE SHOP ATAS KOTA SEMARANG). DIPONEGORO JOURNAL OF MANAGEMENT, 11(1).
Novia, M. A., Semmaila, B., & Manajemen, M. (2020). TATA KELOLA Pengaruh kualitas Layanan Dan KuaLitas Produk Terhadap Kepuasan Pelanggan. 7(2).
Nur, A., & Ali, F. (2022). Pengaruh Kualitas Produk, Persepsi Harga, Atmosfer Caffe Dan Kualitas Layanan (Studi Kasus Pada Konsumen Kedai Kami Ngaliyan, Semarang). Jurnal Mirai Management, 7(2), 465–482. https://www.journal.stieamkop.ac.id/index.php/mirai/article/view/2220%0Ahttps://www.journal.stieamkop.ac.id/index.php/mirai/article/download/2220/1473
Santoso, J. B. (2019). Pengaruh Kualitas Produk, Kualitas Pelayanan, dan Harga terhadap Kepuasan dan Loyalitas Konsumen. Jurnal Akuntansi Dan Manajemen, 16(01), 127–146. https://doi.org/10.36406/jam.v16i01.271
Supriyanto1, T. P. (2022). Pengaruh Kualitas Produk, Kualitas Pelayanan Dan Lokasi Terhadap Kepuasan Konsumen Pada Pt Wali Jaya Utama. Ekonomi Bisnis, 8(1). https://doi.org/https://doi.org/10.51158/ekuivalensi.v8i1.651
Tarigan, E. D. S., Wijaya, M., & Marbun, P. (2020). The influence of lifestyle, physical environment and menu variety on customer loyalty through customer satisfaction in the coffee shop. International Journal of Research and Review (Ijrrjournal.Com), 7(3), 102–111. https://www.ijrrjournal.com/IJRR_Vol.7_Issue.3_March2020/Abstract_IJRR0014.html
Tombeng, B., Roring, F., & Rumokoy, F. S. (2019). Pengaruh Kualitas Pelayanan, Harga dan Kualitas Produk Terhadap Kepuasan Konsumen pada Rumah Makan Raja Oci Manado. 891 Jurnal EMBA, 7(1), 891–900.
Wibowo, L. A., Andari, R., & Amanda, S. P. F. (2020). Physical Environment Terhadap Behavioural Intentions (Survei Terhadap Wisatawan Yang Berkunjung Ke Taman Satwa Taru Jurug Surakarta). Jurnal Manajemen Dan Bisnis Equilibrium, 6(1), 17–38. https://doi.org/10.47329/jurnal_mbe.v6i1.408
Wijaya, T. &. (2020). Pengaruh Gaya Hidup, Lingkungan Fisik, dan Variasi Menu Terhadap Loyalitas Pelanggan melalui Kepuasan Pelanggan di Kedai Kopi. Jurnal Internasional Penelitian Dan Review, 7(3), :www.ijrrjournal.com.
