Optimization of Consumer Satisfaction and Its Impact on KFC Kakialy Customer Loyalty
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Published:
Apr 30, 2023
Keywords:
Customer Value, Business Location, Consumer Satisfaction, Customer loyalty
Section
Articles
Statistics Article
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Abstract
This study tries to analyze the optimization of consumer satisfaction which is influenced by customer value and business location and its impact on KFC Kakialy customer loyalty. Using a purposive sampling technique, a structured questionnaire as a characteristic of quantitative research was distributed to 160 respondents. The GSCA statistical technique with the help of the GSCA Pro application version 1.1.8 was used to analyze the research data. Through the evaluation of the measurement model it proves that all the indicators used have good validity. And through the evaluation of the structural model it proves that all the hypotheses proposed are acceptable, namely customer value has a positive and significant effect on customer satisfaction, business location has a positive and significant effect on customer satisfaction, and consumer satisfaction has a positive and significant effect on customer loyalty. And through the evaluation of the overall model it was found that the research model was fit.
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How to Cite
Tabelessy, W., Pelupessy, M. M., & Tubalawony, J. (2023). Optimization of Consumer Satisfaction and Its Impact on KFC Kakialy Customer Loyalty. ProBisnis : Jurnal Manajemen, 14(2), 299–305. https://doi.org/10.62398/probis.v14i2.121
References
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Al Badi, K. S. (2018). The Impact of Marketing Mix on the Competitive Advantage of the SME Sector in the Al Buraimi Governorate in Oman. SAGE Open, 8(3). https://doi.org/10.1177/2158244018800838
Albani, A., & Hafasnuddin, H. (2022). Pengaruh Kualitas Layanan dan Harga Terhadap Loyalitas Dimediasi Oleh Kepuasan Pelanggan pada Pelanggan JNE di Kota Banda Aceh. Jurnal Ilmiah Mahasiswa Ekonomi Manajemen, 7(2), 319–333. https://jim.unsyiah.ac.id/EKM/article/view/18057
Apriyono, A., & Murniati, Ktut, M. R. (2022). Pengaruh Kualitas Produk, Kualitas Pelayanan, dan Lokasi Terhadap Kepuasaan Konsumen Café Kopi Susu Baper di Kota Metro. 8(March 2021), 933–947.
Bayu Putra, R., Yeni, F., Fitri, H., Valentino Harefa, Y., Sri Wayuni Ningsih, N., Ramadhanu, A., & Syahputra, H. (2019). Dampak Nilai Pelanggan Dan Relationship Marketing Dalam Membangun Kepuasan Pelanggan Melalui Citra Merek Sebagai Variabel Intervening. Jurnal Teknologi Dan Sistem Informasi Bisnis, 1(2), 39–48. https://doi.org/10.47233/jteksis.v1i2.51
Cho, G., Hwang, H., Sarstedt, M., & Ringle, C. M. (2020). Cutoff criteria for overall model fit indexes in generalized structured component analysis. Journal of Marketing Analytics, 8(4), 189–202. https://doi.org/10.1057/s41270-020-00089-1
Darwin, M., Mamondol, M. R., Sormin, S. A., Nurhayati, Y., Tambunan, H., Sylvia, D., Adnyana, I. M. D. M., Prasetiyo, B., Vianitati, P., & Gebang, A. A. (2021). Metode Penelitian Pendekatan Kuantitatif (Toman Sony Tambunan (ed.)). CV. MEDIA SAINS INDONESIA.
Destianti, V. R., Sitanggang, M., Fachriza, A., & Yusuf, A. (2021). Analisis Pengaruh Nilai Pelanggan terhadap Kepuasan Pelanggan Aplikasi Kredivo di Karawang. Jurnal Manajemen, 13(2), 273–281.
Dzandu, M. D., Hanu, C., & Amegbe, H. (2022). Gamification of mobile money payment for generating customer value in emerging economies: The social impact theory perspective. Technological Forecasting and Social Change, 185(September), 122049. https://doi.org/10.1016/j.techfore.2022.122049
Fida, B. A., Ahmed, U., Al-Balushi, Y., & Singh, D. (2020). Impact of Service Quality on Customer Loyalty and Customer Satisfaction in Islamic Banks in the Sultanate of Oman. SAGE Open, 10(2). https://doi.org/10.1177/2158244020919517
Haryono, S. (2016). Metode SEM untuk Penelitian Manajemen dengan AMOS, LISREL, PLS. Badan Penerbit PT. Intermedia Personalia Utama, 450.
Hwang, H., Cho, G., & Choo, H. (2021). GSCA Pro 1.1 user’s manual. June, 1–47. https://doi.org/10.13140/RG.2.2.28162.61127
Hwang, H., Takane, Y., & Jung, K. (2017). Generalized structured component analysis with uniqueness terms for accommodating measurement error. Frontiers in Psychology, 8(DEC). https://doi.org/10.3389/fpsyg.2017.02137
Indah Windari. (2019). Pengaruh Kualitas Pelayanan dan Lokasi Usaha Terhadap Kepuasan Konsumen Pada Smart Ganesha Pekanbaru. Jom Fisip, 6(2), 1–16.
Indarti, S., & Efni, Y. (2018). Comparative study: The role of corporate social responsibility towards the development of entrepreneurial attitude and small medium-sized enterprises income, Pekanbaru, Indonesia. International Journal of Law and Management, 60(2), 311–324. https://doi.org/10.1108/IJLMA-12-2016-0160
Jitro Josni Palandi, Marjam Mangantar, M. C. R. (2022). Pengaruh Kualitas Jasa, Kepercayaan dan Kepuasan Nasabah Terhadap Loyalitas Nasabah PT. Pegadaian di Manado. EMBA, 10(4), 565–576.
Kakisina, M., & Lego, Y. (2021). Pengaruh Citra Merek, Kualitas Makanan, Dan Kualitas Layanan Terhadap Niat Pembelian Kembali Pada Pelanggan Kfc Cabang Kakialy Di Ambon. Jurnal Manajerial Dan Kewirausahaan, 3(4), 1118. https://doi.org/10.24912/jmk.v3i4.13507
Langga, A., Kusumawati, A., & Alhabsji, T. (2021). Intensive distribution and sales promotion for improving customer-based brand equity (CBBE), re-purchase intention and word-of-mouth (WOM). Journal of Economic and Administrative Sciences, 37(4), 577–595. https://doi.org/10.1108/jeas-03-2019-0041
Mangesti Rahayu, S. (2019). Mediation effects financial performance toward influences of corporate growth and assets utilization. International Journal of Productivity and Performance Management, 68(5), 981–996. https://doi.org/10.1108/IJPPM-05-2018-0199
Minh, N. V., & Huu, N. H. (2016). The relationship between service quality, customer satisfaction and customer loyalty: An investigation in Vietnamese retail banking sector. Journal of Competitiveness, 8(2), 103–116. https://doi.org/10.7441/joc.2016.02.08
Nevita Desmi Ristia, & Marlien, R. . (2022). Pengaruh Pengalaman Pelanggan, Nilai Pelanggan, dan Kualitas Layanan terhadap Kepuasan Pelanggan (Studi Pada Pelanggan Albania Coffee Boja). Volume 5 Issue 1 (2022) Pages 1 - 16, 5(1), 16 pages. https://www.journal.stieamkop.ac.id/index.php/yume/article/view/1751/1160
Robert, Z. R., Rizki, A., Susetyo, B., & Amir, S. (2022). Analysis of Covid-19 Risk Perception Survey Result Using Generalized Structured Component Analysis. Indonesian Journal of Statistics and Its Applications, 6(2), 336–347. https://doi.org/10.29244/ijsa.v6i2p336-347
Sarstedt, M., Hair, J. F., Pick, M., Liengaard, B. D., Radomir, L., & Ringle, C. M. (2022). Progress in partial least squares structural equation modeling use in marketing research in the last decade. Psychology and Marketing, 39(5), 1035–1064. https://doi.org/10.1002/mar.21640
Siregar, N., Elfikri, M., & Paramitha daulay, R. (2022). Pengaruh Lokasi. Promosi, Dan Fasilitas Terhadap Kepuasan Konsumen (Studi Pada Pengunjung Kawasan. Ekowisata Tangkahan Kabupaten Langkat) .SOSEK, 3(1), 1–9.
Suhriani, I. F., & Abdurakhman. (2019). Pendekatan Sem Berbasis Komponen Menggunakan Generalised Structured Component Analysis (GSCA). Jurnal Sains Matematika Dan Statistika, Vol.5, No. 2, Juli 2019 ISSN 2460-4542, e-ISSN 2615-8663, 5(2), 1–8.
Susanti, N. I., Tirta, I. M., & Dewi, Y. S. (2014). Approach Generalized Structured Component Analysis (GSCA) Method for Structural Equation Modeling Unidimensional. Prosiding Seminar Nasional Matematika, November, 94–103.
Tabelessy, W. (2021). Analisis Pengaruh Inovasi Produk Dan Promosi Terhadap Keputusan Pembelian Dan Dampaknya Terhadap Kepuasan …. Soso-Q: Jurnal Manajemen, 9, 15–27. https://ojs.unpatti.ac.id/index.php/sosoq/article/view/1441
Tabelessy, W., & Pattiruhu, J. R. (2022). Pengenalan Aplikasi SmartPLS Bagi Mahasiswa Baru Program Studi Magister Manajemen Universitas Pattimura. 2, 82–88.
Tabelessy, W., Ralahallo, F. N. R., & Tehuayo, E. (2020). the Analysis of Relationship Marketing and Its Influence Towards Customer Retention By Means of Store Atmosphere and Customer Value. Journal of Critical Reviews, 7(8), 2361–2374.
Tabelessy, W., Sitaniapessy, R. H., & Lekatompessy, D. M. (2023). Establishing Customer Satisfaction to Increase Customer Loyalty in Collin Beach Hotel. Indonesian Journal of Contemporary Multidisciplinary Research (MODERN), 2(2), 165–176. https://doi.org/10.55927/modern.v2i2.3431
Tamher, E. R., Tabelessy, W., & Tahapary, G. (2019). Atmosfer cafe pengaruhnya terhadap kepuasan dan loyalitas pelanggan cafe pasir putih di kota Ambon. Jurnal Manajemen SOSO-Q, 7(2), 97–112. https://ojs.unpatti.ac.id/index.php/sosoq/article/download/1000/477
Wardana, I. F. B., & Astutiningsih, S. E. (2022). Faktor Yang Mempengaruhi Loyalitas Pelanggan (Kepuasan Pelanggan Sebagai Variabel Moderating) Perspektif Ekonomi Islam. Jurnal Ilmiah Ekonomi Islam, 8(03), 1–15.
Wattoo, M. U., & Iqbal, S. M. J. (2022). Unhiding Nexus Between Service Quality, Customer Satisfaction, Complaints, and Loyalty in Online Shopping Environment in Pakistan. SAGE Open, 12(2). https://doi.org/10.1177/21582440221097920
Widodo Ismanto, Zulkifli, T. Munzir, Rona Tanjung, D. A. (2021). Pengaruh Lokasi Usaha dan Kualitas Pelayanan Terhadap Kepuasan Konsumen. Dimensi, 10(April), 409–424.
Zahara, R. (2020). Pengaruh kualitas layanan terhadap loyalitas pelanggan dengan kepuasan pelanggan sebagai variabel intervening. Jurnal Manajemen Strategi Dan Aplikasi Bisnis, 3(1), 31–38. https://doi.org/10.36407/jmsab.v3i1.121
https://dataindonesia.id/sektor-riil/detail/industri-makanan-dan-minuman-tumbuh-368-pada-kuartal-ii2022
http://simdatik.ambon.go.id/dataset/home/detail/YToyOntzOjk6ImlkX2tvbnRlbiI7czozOiI2MjYiO3M6NzoiaWRfdW5pdCI7czoyOiIxMSI7fQ-
https://www.topbrand-award.com/top-brand-index
Al Badi, K. S. (2018). The Impact of Marketing Mix on the Competitive Advantage of the SME Sector in the Al Buraimi Governorate in Oman. SAGE Open, 8(3). https://doi.org/10.1177/2158244018800838
Albani, A., & Hafasnuddin, H. (2022). Pengaruh Kualitas Layanan dan Harga Terhadap Loyalitas Dimediasi Oleh Kepuasan Pelanggan pada Pelanggan JNE di Kota Banda Aceh. Jurnal Ilmiah Mahasiswa Ekonomi Manajemen, 7(2), 319–333. https://jim.unsyiah.ac.id/EKM/article/view/18057
Apriyono, A., & Murniati, Ktut, M. R. (2022). Pengaruh Kualitas Produk, Kualitas Pelayanan, dan Lokasi Terhadap Kepuasaan Konsumen Café Kopi Susu Baper di Kota Metro. 8(March 2021), 933–947.
Bayu Putra, R., Yeni, F., Fitri, H., Valentino Harefa, Y., Sri Wayuni Ningsih, N., Ramadhanu, A., & Syahputra, H. (2019). Dampak Nilai Pelanggan Dan Relationship Marketing Dalam Membangun Kepuasan Pelanggan Melalui Citra Merek Sebagai Variabel Intervening. Jurnal Teknologi Dan Sistem Informasi Bisnis, 1(2), 39–48. https://doi.org/10.47233/jteksis.v1i2.51
Cho, G., Hwang, H., Sarstedt, M., & Ringle, C. M. (2020). Cutoff criteria for overall model fit indexes in generalized structured component analysis. Journal of Marketing Analytics, 8(4), 189–202. https://doi.org/10.1057/s41270-020-00089-1
Darwin, M., Mamondol, M. R., Sormin, S. A., Nurhayati, Y., Tambunan, H., Sylvia, D., Adnyana, I. M. D. M., Prasetiyo, B., Vianitati, P., & Gebang, A. A. (2021). Metode Penelitian Pendekatan Kuantitatif (Toman Sony Tambunan (ed.)). CV. MEDIA SAINS INDONESIA.
Destianti, V. R., Sitanggang, M., Fachriza, A., & Yusuf, A. (2021). Analisis Pengaruh Nilai Pelanggan terhadap Kepuasan Pelanggan Aplikasi Kredivo di Karawang. Jurnal Manajemen, 13(2), 273–281.
Dzandu, M. D., Hanu, C., & Amegbe, H. (2022). Gamification of mobile money payment for generating customer value in emerging economies: The social impact theory perspective. Technological Forecasting and Social Change, 185(September), 122049. https://doi.org/10.1016/j.techfore.2022.122049
Fida, B. A., Ahmed, U., Al-Balushi, Y., & Singh, D. (2020). Impact of Service Quality on Customer Loyalty and Customer Satisfaction in Islamic Banks in the Sultanate of Oman. SAGE Open, 10(2). https://doi.org/10.1177/2158244020919517
Haryono, S. (2016). Metode SEM untuk Penelitian Manajemen dengan AMOS, LISREL, PLS. Badan Penerbit PT. Intermedia Personalia Utama, 450.
Hwang, H., Cho, G., & Choo, H. (2021). GSCA Pro 1.1 user’s manual. June, 1–47. https://doi.org/10.13140/RG.2.2.28162.61127
Hwang, H., Takane, Y., & Jung, K. (2017). Generalized structured component analysis with uniqueness terms for accommodating measurement error. Frontiers in Psychology, 8(DEC). https://doi.org/10.3389/fpsyg.2017.02137
Indah Windari. (2019). Pengaruh Kualitas Pelayanan dan Lokasi Usaha Terhadap Kepuasan Konsumen Pada Smart Ganesha Pekanbaru. Jom Fisip, 6(2), 1–16.
Indarti, S., & Efni, Y. (2018). Comparative study: The role of corporate social responsibility towards the development of entrepreneurial attitude and small medium-sized enterprises income, Pekanbaru, Indonesia. International Journal of Law and Management, 60(2), 311–324. https://doi.org/10.1108/IJLMA-12-2016-0160
Jitro Josni Palandi, Marjam Mangantar, M. C. R. (2022). Pengaruh Kualitas Jasa, Kepercayaan dan Kepuasan Nasabah Terhadap Loyalitas Nasabah PT. Pegadaian di Manado. EMBA, 10(4), 565–576.
Kakisina, M., & Lego, Y. (2021). Pengaruh Citra Merek, Kualitas Makanan, Dan Kualitas Layanan Terhadap Niat Pembelian Kembali Pada Pelanggan Kfc Cabang Kakialy Di Ambon. Jurnal Manajerial Dan Kewirausahaan, 3(4), 1118. https://doi.org/10.24912/jmk.v3i4.13507
Langga, A., Kusumawati, A., & Alhabsji, T. (2021). Intensive distribution and sales promotion for improving customer-based brand equity (CBBE), re-purchase intention and word-of-mouth (WOM). Journal of Economic and Administrative Sciences, 37(4), 577–595. https://doi.org/10.1108/jeas-03-2019-0041
Mangesti Rahayu, S. (2019). Mediation effects financial performance toward influences of corporate growth and assets utilization. International Journal of Productivity and Performance Management, 68(5), 981–996. https://doi.org/10.1108/IJPPM-05-2018-0199
Minh, N. V., & Huu, N. H. (2016). The relationship between service quality, customer satisfaction and customer loyalty: An investigation in Vietnamese retail banking sector. Journal of Competitiveness, 8(2), 103–116. https://doi.org/10.7441/joc.2016.02.08
Nevita Desmi Ristia, & Marlien, R. . (2022). Pengaruh Pengalaman Pelanggan, Nilai Pelanggan, dan Kualitas Layanan terhadap Kepuasan Pelanggan (Studi Pada Pelanggan Albania Coffee Boja). Volume 5 Issue 1 (2022) Pages 1 - 16, 5(1), 16 pages. https://www.journal.stieamkop.ac.id/index.php/yume/article/view/1751/1160
Robert, Z. R., Rizki, A., Susetyo, B., & Amir, S. (2022). Analysis of Covid-19 Risk Perception Survey Result Using Generalized Structured Component Analysis. Indonesian Journal of Statistics and Its Applications, 6(2), 336–347. https://doi.org/10.29244/ijsa.v6i2p336-347
Sarstedt, M., Hair, J. F., Pick, M., Liengaard, B. D., Radomir, L., & Ringle, C. M. (2022). Progress in partial least squares structural equation modeling use in marketing research in the last decade. Psychology and Marketing, 39(5), 1035–1064. https://doi.org/10.1002/mar.21640
Siregar, N., Elfikri, M., & Paramitha daulay, R. (2022). Pengaruh Lokasi. Promosi, Dan Fasilitas Terhadap Kepuasan Konsumen (Studi Pada Pengunjung Kawasan. Ekowisata Tangkahan Kabupaten Langkat) .SOSEK, 3(1), 1–9.
Suhriani, I. F., & Abdurakhman. (2019). Pendekatan Sem Berbasis Komponen Menggunakan Generalised Structured Component Analysis (GSCA). Jurnal Sains Matematika Dan Statistika, Vol.5, No. 2, Juli 2019 ISSN 2460-4542, e-ISSN 2615-8663, 5(2), 1–8.
Susanti, N. I., Tirta, I. M., & Dewi, Y. S. (2014). Approach Generalized Structured Component Analysis (GSCA) Method for Structural Equation Modeling Unidimensional. Prosiding Seminar Nasional Matematika, November, 94–103.
Tabelessy, W. (2021). Analisis Pengaruh Inovasi Produk Dan Promosi Terhadap Keputusan Pembelian Dan Dampaknya Terhadap Kepuasan …. Soso-Q: Jurnal Manajemen, 9, 15–27. https://ojs.unpatti.ac.id/index.php/sosoq/article/view/1441
Tabelessy, W., & Pattiruhu, J. R. (2022). Pengenalan Aplikasi SmartPLS Bagi Mahasiswa Baru Program Studi Magister Manajemen Universitas Pattimura. 2, 82–88.
Tabelessy, W., Ralahallo, F. N. R., & Tehuayo, E. (2020). the Analysis of Relationship Marketing and Its Influence Towards Customer Retention By Means of Store Atmosphere and Customer Value. Journal of Critical Reviews, 7(8), 2361–2374.
Tabelessy, W., Sitaniapessy, R. H., & Lekatompessy, D. M. (2023). Establishing Customer Satisfaction to Increase Customer Loyalty in Collin Beach Hotel. Indonesian Journal of Contemporary Multidisciplinary Research (MODERN), 2(2), 165–176. https://doi.org/10.55927/modern.v2i2.3431
Tamher, E. R., Tabelessy, W., & Tahapary, G. (2019). Atmosfer cafe pengaruhnya terhadap kepuasan dan loyalitas pelanggan cafe pasir putih di kota Ambon. Jurnal Manajemen SOSO-Q, 7(2), 97–112. https://ojs.unpatti.ac.id/index.php/sosoq/article/download/1000/477
Wardana, I. F. B., & Astutiningsih, S. E. (2022). Faktor Yang Mempengaruhi Loyalitas Pelanggan (Kepuasan Pelanggan Sebagai Variabel Moderating) Perspektif Ekonomi Islam. Jurnal Ilmiah Ekonomi Islam, 8(03), 1–15.
Wattoo, M. U., & Iqbal, S. M. J. (2022). Unhiding Nexus Between Service Quality, Customer Satisfaction, Complaints, and Loyalty in Online Shopping Environment in Pakistan. SAGE Open, 12(2). https://doi.org/10.1177/21582440221097920
Widodo Ismanto, Zulkifli, T. Munzir, Rona Tanjung, D. A. (2021). Pengaruh Lokasi Usaha dan Kualitas Pelayanan Terhadap Kepuasan Konsumen. Dimensi, 10(April), 409–424.
Zahara, R. (2020). Pengaruh kualitas layanan terhadap loyalitas pelanggan dengan kepuasan pelanggan sebagai variabel intervening. Jurnal Manajemen Strategi Dan Aplikasi Bisnis, 3(1), 31–38. https://doi.org/10.36407/jmsab.v3i1.121
https://dataindonesia.id/sektor-riil/detail/industri-makanan-dan-minuman-tumbuh-368-pada-kuartal-ii2022
http://simdatik.ambon.go.id/dataset/home/detail/YToyOntzOjk6ImlkX2tvbnRlbiI7czozOiI2MjYiO3M6NzoiaWRfdW5pdCI7czoyOiIxMSI7fQ-
https://www.topbrand-award.com/top-brand-index