Consequences Customer Satisfaction : Service Quality and Perceived Value in the Moments Of Truth

Juliana Juliana, Theresia Jessica, Monica Widodo, Jessalyn Tanubrata

Abstract


This study aims to explain the influence of service quality and perceived value on customer satisfaction at Starbucks US to understand first and second moments of truth. Consumers evaluate the quality when consumers buy an offer and when consuming it. This type of research is a quantitative study that uses the Hair theory, the sampling in this study uses a nonprobability sampling technique. The research population is 70 respondents who have been to Starbucks US as a sample of the author's study. The analysis tool uses SPSS ver 25 with a significance level of 0.05. Measurement variables, the measurement scale used in this study is the Likert scale. The results of this study can prove the hypothesis proposed by the author because it is proven that good service quality can influence customer satisfaction, and perceived value influences customer satisfaction because customers offered a good value compared to the price. So that the results of this study, it can be concluded that service quality and perceived value have a significant effect on customer satisfaction at Starbucks US.

Keywords:  Service Quality, Perceived Value, Customer Satisfaction

References


Aryco, H. (2017). Memenangkan Hati Customer Dengan Zero Moment of Truth.

Chen, L. L., Basit, A., & Hassan, Z. (2017). The Impact of Customer Perceived Value on Customer Satisfaction: A Study on Malaysian Automobile Industry. International Journal of Accounting & Business Management, 5(1), 93–110.

Dantes, N. (2012). Metode Penelitian. Andi.

Hair, Joseph F. William C. Black, Barry J. Babin, R. E. A. (2010). Multivariate Data Analysis (7 ed.). Pearson Prentice Hall.

Han, J. H., & Lee, E. (2016). The effect of customer awareness of restaurants’ green practices on customer dining experiences. International Journal of Tourism and Hospitality Research, 30(4), 57. https://doi.org/10.21298/ijthr.2016.04.30.4.57

Hong, B. (2015). Pengaruh Service Quality, Perceived Value, Customer Satisfaction Terhadap Repurchase Intention Pelanggan di Resto Buro Bar Surabaya. Jurnal Strategi Pemasaran, 3(1), 1–11.

Hurriyati, R. (2005). Bauran Pemasaran dan Loyalitas Konsumen. In Alfabeta Bandung.

Inamullah, K. (2012). Impact of customers Satisfaction And Customers Retention on Customers Loyalty. International Journal of Scientific & Technology Research, 1(2), 106–110.

Jayakody D.H., S. G. . & K. G. N. (2016). The Effect of Customer Perceived Value on Customer Satisfaction & Loyalty: A case of Sri Lankan Pay-TV Industry – A Case of Sri Lanka Telecom PAY TV.

Kotler, Phillip, & Keller, K. L. (2012). Marketing Management 13. Prentice Hall International, Inc.

Krishna Naik, C. N., Gantasala, S. B., & Prabhakar, G. V. (2010). Service Quality (Servqual) and its effect on customer satisfaction in retailing. European Journal of Social Sciences, 16(2), 239–251.

Lavinda. (2020). Simak Definisi Bisnis Franchise dan Sejarah Kemunculannya.

Lock, S. (2020). American customer satisfaction index scores of Starbucks in the United States from 2006 to 2020.

Lupiyoadi, R., & Hamdani. (2006). Manajemen Pemasaran Jasa. Salemba Empat.

Masdakaty, Y. (2015). Mengintip Sejarah Singkat Starbucks.

Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing.

Sekaran, U., & Bougie, R. (2016). Research Methods For Business: A Skill-Building Approach. Wiley.

Tjiptono, F., & Chandra, G. (2011). Service, Quality & Satisfaction (Edisi 3). Andi.

Yamin, R. (2013). Persepsi Nilai, Persepsi Kualitas, dan Citra terhadap Kepuasan Konsumen pada PT. Astra International Daihatsu di Manado. 1(3), 1231–1240.

.




DOI: https://doi.org/10.31294/eco.v5i2.9519

Copyright (c) 2021 Juliana Juliana, Theresia Jessica, Monica Widodo, Jessalyn Tanubrata

Creative Commons License
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

ISSN: 2355-0295 || EISSN: 2549-8932

-----------------------

Indexed by:

   
 
 
 dipublikasikan oleh LPPM Universitas Bina Sarana Informatika dengan dukungan Relawan Jurnal Indonesia

Jl. Kramat Raya No.98, Kwitang, Kec. Senen, Kota Jakarta Pusat, DKI Jakarta 10450
Creative Commons License
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License