Peran Kepuasan Pelanggan Sebagai Variabel Intervening Dari Persepsi Kualitas Layanan Dan Persepsi Kewajaran Harga Dalam Membangun Loyalitas Pada Pelanggan Mie Gacoan Di Kabupaten Banyumas
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Abstract
Penelitian ini bertujuan untuk menganalisis pengaruh persepsi kualitas layanan dan persepsi kewajaran harga terhadap loyalitas pelanggan dengan kepuasan pelanggan sebagai variabel intervening. Penelitian ini menggunakan pendekatan kuantitatif dengan metode survei terhadap pelanggan Mie Gacoan di Kabupaten Banyumas. Data dikumpulkan melalui kuesioner berskala Likert dan dianalisis menggunakan Partial Least Square (PLS). Hasil penelitian menunjukkan bahwa persepsi kualitas layanan dan persepsi kewajaran harga berpengaruh positif dan signifikan terhadap loyalitas pelanggan. Kepuasan pelanggan terbukti memediasi secara parsial hubungan persepsi kualitas layanan dan kewajaran harga terhadap loyalitas pelanggan. Temuan ini menegaskan bahwa peningkatan kualitas layanan dan penetapan harga yang wajar merupakan faktor strategis dalam membangun loyalitas pelanggan di industri kuliner.
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How to Cite
Widianingsih, A., Achady, A., & Wijayanto, W. (2026). Peran Kepuasan Pelanggan Sebagai Variabel Intervening Dari Persepsi Kualitas Layanan Dan Persepsi Kewajaran Harga Dalam Membangun Loyalitas Pada Pelanggan Mie Gacoan Di Kabupaten Banyumas. ProBisnis : Jurnal Manajemen, 17(1), 491–498. Retrieved from https://ejournal.joninstitute.org/index.php/ProBisnis/article/view/1451
References
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Hair, J. F., Howard, M. C., & Nitzl, C. (2020). Assessing measurement model quality in PLS-SEM using confirmatory composite analysis. Journal of Business Research, 109(August 2019), 101–110. https://doi.org/10.1016/j.jbusres.2019.11.069
Han, H., Al-Ansi, A., Chi, X., Baek, H., & Lee, K. S. (2020). Impact of environmental CSR, service quality, emotional attachment, and price perception on word-of-mouth for full-service airlines. Sustainability (Switzerland), 12(10). https://doi.org/10.3390/SU12103974
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Kasiri, L. A., Guan Cheng, K. T., Sambasivan, M., & Sidin, S. M. (2017). Integration of standardization and customization: Impact on service quality, customer satisfaction, and loyalty. Journal of Retailing and Consumer Services, 35(June 2016), 91–97. https://doi.org/10.1016/j.jretconser.2016.11.007
Kausar, R., Alam Malik, S., & Akram, B. (2014). His research interests are TQM, SERVQUAL, HRM and education. He has published in International Journal of Management in Education. International Journal of Productivity and Quality Management, 1(2), 187–202.
Konuk, F. A. (2019). The influence of perceived food quality, price fairness, perceived value and satisfaction on customers’ revisit and word-of-mouth intentions towards organic food restaurants. Journal of Retailing and Consumer Services, 50, 103–110. https://doi.org/10.1016/j.jretconser.2019.05.005
Malik, S. A., Akhtar, F., Raziq, M. M., & Ahmad, M. (2020). Measuring service quality perceptions of customers in the hotel industry of Pakistan. Total Quality Management and Business Excellence, 31(3–4), 263–278. https://doi.org/10.1080/14783363.2018.1426451
Miranda, S., Tavares, P., & Queiró, R. (2018). Perceived service quality and customer satisfaction: A fuzzy set QCA approach in the railway sector. Journal of Business Research, 89, 371–377. https://doi.org/10.1016/j.jbusres.2017.12.040
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Putro, S. W. (2014). Pengaruh Kualitas Layanan Dan Kualitas Produk Terhadap Kepuasan Pelanggan Dan Loyalitas Konsumen Restoran Happy Garden Surabaya. Jurnal Manajemen Pemasaran, 2(1), 1–9. http://publication.petra.ac.id/index.php/manajemen-pemasaran/article/view/1404
Ryu, K., Han, H., & Jang, S. S. (2010). Relationships among hedonic and utilitarian values, satisfaction and behavioral intentions in the fast-casual restaurant industry. International Journal of Contemporary Hospitality Management, 22(3), 416–432. https://doi.org/10.1108/09596111011035981
Severt, K., Shin, Y. H., Chen, H. S., & DiPietro, R. B. (2022). Measuring the Relationships between Corporate Social Responsibility, Perceived Quality, Price Fairness, Satisfaction, and Conative Loyalty in the Context of Local Food Restaurants. International Journal of Hospitality and Tourism Administration, 23(3), 623–645. https://doi.org/10.1080/15256480.2020.1842836
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Suhartanto, D., Ali, M. H., Tan, K. H., & Sjahroeddin, F. (2019). Loyalty toward online food delivery service : the role of e-service quality and food quality. Journal of Foodservice Business Research, 22(1), 81–97. https://doi.org/10.1080/15378020.2018.1546076
Suharto, Junaedi, W. R., Muhdar, H. M., Firmansyah, A., & Sarana. (2022). Consumer loyalty of Indonesia e-commerce SMEs: The role of social media marketing and customer satisfaction. International Journal of Data and Network Science, 6(2), 383–390. https://doi.org/10.5267/j.ijdns.2021.12.016
Thielemann, V. M., Ottenbacher, M. C., & Harrington, R. J. (2018). Antecedents and consequences of perceived customer value in the restaurant industry. International Hospitality Review, 32(1), 26–45. https://doi.org/10.1108/ihr-06-2018-0002
Ahmed, S., Al Asheq, A., Ahmed, E., Chowdhury, U. Y., Sufi, T., & Mostofa, M. G. (2023). The intricate relationships of consumers’ loyalty and their perceptions of service quality, price and satisfaction in restaurant service. TQM Journal, 35(2), 519–539. https://doi.org/10.1108/TQM-06-2021-0158
Ayu Sartika Andini, Dimas Andika, Pratama Aldi Erlangga, & Yahya Maulana Irfan. (2023). Analisis Pengaruh Promosi Dan Kualitas PelayananTerhadap Keputusan Pembelian Berulang MixueDi Surabaya. Jurnal of Management and Social Sciences, 1(3), 27–31.
Azizan, N. S., & Yusr, M. M. (2019). the Influence of Customer Satisfaction, Brand Trust, and Brand Image Towards Customer Loyalty. International Journal of Entrepreneurship and Management Practices, 2(7), 93–108. https://doi.org/10.35631/ijemp.270010
Cakici, A. C., Akgunduz, Y., & Yildirim, O. (2019). The impact of perceived price justice and satisfaction on loyalty: the mediating effect of revisit intention. Tourism Review, 74(3), 443–462. https://doi.org/10.1108/TR-02-2018-0025
Cavicchi, A., & Stancova, K. C. (2016). Food and gastronomy as elements of regional innovation strategies. https://doi.org/10.2791/284013
Dam, S. M., & Dam, T. C. (2021). Relationships between Service Quality , Brand Image , Customer Satisfaction , and Customer Loyalty. 8(3), 585–593. https://doi.org/10.13106/jafeb.2021.vol8.no3.0585
Erjavec, H. Š., Dmitrović, T., & Povalej Bržan, P. (2016). Drivers of customer satisfaction and loyalty in service industries. Journal of Business Economics and Management, 17(5), 810–823. https://doi.org/10.3846/16111699.2013.860614
Firatmadi, A. (2017). Penggaruh Kualitas Pelayanan dan Persepsi Harga Terhadap Kepuasan Pelanggan Serta Dampaknya Terhadap Loyalitas Pelanggan. Journal Of Business Studies, 2(2), 80–105.
Hadi, N. U., Aslam, N., & Gulzar, A. (2019). Sustainable service quality and customer loyalty: The role of customer satisfaction and switching costs in the Pakistan cellphone industry. Sustainability (Switzerland), 11(8). https://doi.org/10.3390/su11082408
Hair, J. F., Howard, M. C., & Nitzl, C. (2020). Assessing measurement model quality in PLS-SEM using confirmatory composite analysis. Journal of Business Research, 109(August 2019), 101–110. https://doi.org/10.1016/j.jbusres.2019.11.069
Han, H., Al-Ansi, A., Chi, X., Baek, H., & Lee, K. S. (2020). Impact of environmental CSR, service quality, emotional attachment, and price perception on word-of-mouth for full-service airlines. Sustainability (Switzerland), 12(10). https://doi.org/10.3390/SU12103974
Han, H., & Hyun, S. S. (2015). Customer retention in the medical tourism industry: Impact of quality, satisfaction, trust, and price reasonableness. Tourism Management, 46, 20–29. https://doi.org/10.1016/j.tourman.2014.06.003
Han, H., & Ryu, K. (2009). The roles of the physical environment, price perception, and customer satisfaction in determining customer loyalty in the restaurant industry. Journal of Hospitality and Tourism Research, 33(4), 487–510. https://doi.org/10.1177/1096348009344212
Hidayat, A., Adanti, A. P., Darmawan, A., & Setyaning, A. N. A. (2019). Factors Influencing Indonesian Customer Satisfaction and Customer Loyalty in Local Fast-Food Restaurant. International Journal of Marketing Studies, 11(3), 131. https://doi.org/10.5539/ijms.v11n3p131
Hokianto, H. F. (2023). Analisis SWOT Pada Usaha Kuliner ( Studi Pada Warung Mas Damar Di Kota Pontianak ) SWOT Analysis On A Culinary Business ( A Study On Warung Mas Damar In Pontianak ).
Jeaheng, Y., Al-Ansi, A., & Han, H. (2020). Impacts of Halal-friendly services, facilities, and food and Beverages on Muslim travelers’ perceptions of service quality attributes, perceived price, satisfaction, trust, and loyalty. Journal of Hospitality Marketing and Management, 29(7), 787–811. https://doi.org/10.1080/19368623.2020.1715317
Kasiri, L. A., Guan Cheng, K. T., Sambasivan, M., & Sidin, S. M. (2017). Integration of standardization and customization: Impact on service quality, customer satisfaction, and loyalty. Journal of Retailing and Consumer Services, 35(June 2016), 91–97. https://doi.org/10.1016/j.jretconser.2016.11.007
Kausar, R., Alam Malik, S., & Akram, B. (2014). His research interests are TQM, SERVQUAL, HRM and education. He has published in International Journal of Management in Education. International Journal of Productivity and Quality Management, 1(2), 187–202.
Konuk, F. A. (2019). The influence of perceived food quality, price fairness, perceived value and satisfaction on customers’ revisit and word-of-mouth intentions towards organic food restaurants. Journal of Retailing and Consumer Services, 50, 103–110. https://doi.org/10.1016/j.jretconser.2019.05.005
Malik, S. A., Akhtar, F., Raziq, M. M., & Ahmad, M. (2020). Measuring service quality perceptions of customers in the hotel industry of Pakistan. Total Quality Management and Business Excellence, 31(3–4), 263–278. https://doi.org/10.1080/14783363.2018.1426451
Miranda, S., Tavares, P., & Queiró, R. (2018). Perceived service quality and customer satisfaction: A fuzzy set QCA approach in the railway sector. Journal of Business Research, 89, 371–377. https://doi.org/10.1016/j.jbusres.2017.12.040
Naini, et al., 2022. (2021). The The Effect of Service Quality and Customer Satisfaction on Customer Loyalty. Journal of Consumer Sciences, 4(1), 171–180. https://doi.org/10.36407/jmsab.v4i1.300
Negoro, W. A., Masnita, Y., Trisakti, U., & Barat, K. J. (2025). JIMEA | Jurnal Ilmiah MEA ( Manajemen , Ekonomi , dan Akuntansi ) BUILDING CAFÉ CUSTOMER LOYALTY : SYNERGISTIC ANALYSIS OF SERVICE QUALITY , PRICE FAIRNESS AND JIMEA | Jurnal Ilmiah MEA ( Manajemen , Ekonomi , dan Akuntansi ). 9(1), 442–460.
Nugraha, D., Putra, G., & Raharjo, S. T. (2021). PENGGUNA DENGAN KEPUASAN PENGGUNA SEBAGAI VARIABEL INTERVENING ( Studi pada Pengguna Aplikasi Grab di Kota Semarang ). Diponegoro Journal of Management, 10(2017), 1–15. http://ejournal-s1.undip.ac.id/index.php/dbr
Putri et al., 2023. (2023). Determinan Loyalitas Konsumen Mie Gacoan Di Yogyakarta. Trending: Jurnal Manajemen Dan Ekonomi, 1(4), 105–122. https://doi.org/10.30640/trending.v1i4.1454
Putro, S. W. (2014). Pengaruh Kualitas Layanan Dan Kualitas Produk Terhadap Kepuasan Pelanggan Dan Loyalitas Konsumen Restoran Happy Garden Surabaya. Jurnal Manajemen Pemasaran, 2(1), 1–9. http://publication.petra.ac.id/index.php/manajemen-pemasaran/article/view/1404
Ryu, K., Han, H., & Jang, S. S. (2010). Relationships among hedonic and utilitarian values, satisfaction and behavioral intentions in the fast-casual restaurant industry. International Journal of Contemporary Hospitality Management, 22(3), 416–432. https://doi.org/10.1108/09596111011035981
Severt, K., Shin, Y. H., Chen, H. S., & DiPietro, R. B. (2022). Measuring the Relationships between Corporate Social Responsibility, Perceived Quality, Price Fairness, Satisfaction, and Conative Loyalty in the Context of Local Food Restaurants. International Journal of Hospitality and Tourism Administration, 23(3), 623–645. https://doi.org/10.1080/15256480.2020.1842836
Sugiyono. (2015). Metode Penelitian Sugiyono - 2015.pdf. In Alfabeta, Bandung (p. 346).
Suhartanto, D., Ali, M. H., Tan, K. H., & Sjahroeddin, F. (2019). Loyalty toward online food delivery service : the role of e-service quality and food quality. Journal of Foodservice Business Research, 22(1), 81–97. https://doi.org/10.1080/15378020.2018.1546076
Suharto, Junaedi, W. R., Muhdar, H. M., Firmansyah, A., & Sarana. (2022). Consumer loyalty of Indonesia e-commerce SMEs: The role of social media marketing and customer satisfaction. International Journal of Data and Network Science, 6(2), 383–390. https://doi.org/10.5267/j.ijdns.2021.12.016
Thielemann, V. M., Ottenbacher, M. C., & Harrington, R. J. (2018). Antecedents and consequences of perceived customer value in the restaurant industry. International Hospitality Review, 32(1), 26–45. https://doi.org/10.1108/ihr-06-2018-0002