A Service Quality Assessment Tool for the Quick Service Restaurant Industry in Indonesia
Article Sidebar
Published
Dec 28, 2023
Main Article Content
Abstract
The development of the fast-food restaurant industry, especially in the field of fast food throughout the world, is growing even in Indonesia. This study aims to analyze the factors that can affect consumer satisfaction in fast food restaurants in Indonesia through service quality, physical environment quality, and food quality. The population of this study is all consumers of McD fast food restaurants in Indonesia. The number of samples used in this study was 300 samples, where the number was obtained using the ISAC table. The data collection method uses online questionnaires using Google Forms. Data measurement uses a Likert scale. The data that has been collected is then entered into the AMOS 24 Software using the Structural Equation Modeling (SEM) analysis method to be used later to test the measurement model and the research hypothesis. The results of this study found that only service quality and food quality affected consumer satisfaction, while the quality of the physical environment did not affect McD's customer satisfaction.
Article Details
Section
Articles
This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.
References
Afthanorhan, A., Awang, Z., Rashid, N., Foziah, H., & Ghazali, P. L. (2019). Assessing the effects of service quality on customer satisfaction. Management Science Letters, 9(1), 13–24. https://doi.org/10.5267/j.msl.2018.11.004
Alnina, Dian Rahma Fika. (2022). Menyusuri Perjalanan Fast Food di Indonesia. LPM OPINI ONLINE.COM.
Astari, R., Florentina, E., Simanjorang, S., & Syahputra, R. (2020). The Effect of Price , Quality of Service , and Quality of Service on Customer Satisfaction at Cafe Ranu Raseyan Rantau Prapat. 9818–9830.
Asti, E., & Ayuningtyas, E. (2020). Pengaruh Kualitas Pelayanan, Kualitas Produk Dan Harga Terhadap Kepuasan Konsumen. EKOMABIS: Jurnal Ekonomi Manajemen Bisnis, 1(01), 1–14. https://doi.org/10.37366/ekomabis.v1i01.2
Carranza, R., Díaz, E., & Martín-Consuegra, D. (2018). The influence of quality on satisfaction and customer loyalty with an importance-performance map analysis: Exploring the mediating role of trust. Journal of Hospitality and Tourism Technology, 9(3), 380–396. https://doi.org/10.1108/JHTT-09-2017-0104
Chun, S. H., & Nyam-Ochir, A. (2020). The effects of fast food restaurant attributes on customer satisfaction, revisit intention, and recommendation using DINESERV scale. Sustainability (Switzerland), 12(18), 1–19. https://doi.org/10.3390/SU12187435
Clemes, M. D., Gan, C., & Ren, M. (2021). Synthesizing the effects of service quality, value, and customer satisfaction on behavioral intentions in the motel industry: An empirical analysis. Journal of Hospitality and Tourism Research, 35(4), 530–568. https://doi.org/10.1177/1096348010382239
Darmawan, D. (2019). Analisa Pengaruh Kualitas Makanan Dan Persepsi Harga Terhadap Kepuasan Konsumen D’Cost Surabaya. Journal of Chemical Information and Modeling, 53(9), 1689–1699.
Evirasanti, M. (2018). Pengaruh Kualitas Makanan, Kualitas Layanan dan Lingkungan Fisik Terhadap Kepuasan dan Behavioral Intention (Study di Metis Restaurant).
E-Jurnal Ekonomi Dan Bisnis Universitas Udayana, 12(5), 4331–4358.
Fadhli, K., & Pratiwi, N. D. (2021). Pengaruh Digital Marketing, Kualitas Produk, dan Emosional terhadap Kepuasan Konsumen Poskopi ZIO Jombang. Jurnal Inovasi Penelitian, 2(2), 603–612.
Ha, J., & Jang, S. C. (2019). The effects of dining atmospherics on behavioral intentions through quality perception. Journal of Services Marketing, 26(3), 204–215. https://doi.org/10.1108/08876041211224004
Han, H., & Hyun, S. S. (2017). Impact of hotel-restaurant image and quality of physical-environment, service, and food on satisfaction and intention. International Journal of Hospitality Management, 63, 82–92. https://doi.org/10.1016/j.ijhm.2017.03.006
Harfika, J., & Abdullah, N. (2021). Pengaruh Kualitas Pelayanan Dan Fasilitas Terhadap Kepuasan Pasien Pada Rumah Sakit Umum Kabupaten Aceh Barat Daya. Jurnal Balance, 44(1), 1–24.
Hwang, J., & Ok, C. (2018). The antecedents and consequence of consumer attitudes toward restaurant brands: A comparative study between casual and fine dining restaurants. International Journal of Hospitality Management, 32(1), 121–131. https://doi.org/10.1016/j.ijhm.2012.05.002
Jalilvand, M. R., Salimipour, S., Elyasi, M., & Mohammadi, M. (2017). Factors influencing word of mouth behaviour in the restaurant industry. Marketing Intelligence and Planning, 35(1), 81–110. https://doi.org/10.1108/MIP-02-2016-0024
Kasinem, K. (2020). Pengaruh Kepercayaan dan Kualitas Pelayanan Terhadap Kepuasan Konsumen Pada Hotel Bukit Serelo Lahat. Jurnal Media Wahana Ekonomika, 17(4), 329. https://doi.org/10.31851/jmwe.v17i4.5096
Khan, S., Hussain, S. M., & Yaqoob, F. (2018). Determinants of Customer Satisfaction in Fast Food Industry A Study of Fast Food Restaurants Peshawar Pakistan. Studia Commercialia Bratislavensia, 6(21), 56–65. https://doi.org/10.2478/stcb-2013-0002
Krisdayanto, Iqbal., Haryono, Andi Tri., & Gagah, Edward. (2018). Analisis Pengaruh Harga, Kualitas Pelayanan, Fasilitas, dan Lokasi Terhadap Kepuasan Konsumen di I Cafe Lina Putra Net Bandungan. Journal of Management, 4(4).
Liu, Y., & Jang, S. C. (Shawn). (2020). Perceptions of Chinese restaurants in the U.S.: What affects customer satisfaction and behavioral intentions? International Journal of Hospitality Management, 28(3), 338–348. https://doi.org/10.1016/j.ijhm.2008.10.008
Lonardo, L., & Soelasih, Y. (2019). Analisis Pengaruh Kualitas Produk , Harga , dan Lingkungan Fisik Perusahaan Kue Lapis Legit XYZ Terhadap Kepuasan Konsumen Dalam Membangun Word of Mouth Positif. Jurnal Manajemen, 11(1), 28–40. https://doi.org/10.25170/jm.v11i1.831
Maimunah, S. (2020). Pengaruh Kualitas Pelayanan, Persepsi Harga, Cita Rasa Terhadap Kepuasan Konsumen Dan Loyalitas Konsumen. IQTISHADequity Jurnal MANAJEMEN, 1(2), 57–68. https://doi.org/10.51804/iej.v1i2.542
Mattah, P. A. D., Kwarteng, A. J., & Mensah, J. (2018). Indicators of service quality and satisfaction among graduating students of a higher education institution (HEI) in Ghana. Higher Education Evaluation and Development, 12(1), 36–52. https://doi.org/10.1108/heed-10-2017-0006
Mendocilla, M., Miravitlles, P., & Matute, J. (2020). QUICKSERV: a service quality assessment tool for the quick-service restaurant industry. British Food Journal, 123(13), 241–259. https://doi.org/10.1108/BFJ-12-2020-1108
Nguyen, Q., Nisar, T. M., Knox, D., & Prabhakar, G. P. (2018). Understanding customer satisfaction in the UK quick service restaurant industry: The influence of the tangible attributes of perceived service quality. British Food Journal, 120(6), 1207–1222. https://doi.org/10.1108/BFJ-08-2017-0449
Palupi, S., & Abdillah, F. (2019). Local Cuisine as a Tourism Signature. 11, 299–312. https://doi.org/10.1108/s2042-144320190000011018
Pratama, Y., Heryanto, I., Dwiyanisa, A., & Megawati, I. (2021). Pengaruh Kualitas Pelayanan Dan Kualitas Produk Terhadap Kepuasan Konsumen. Majalah Bisnis & IPTEK, 14(2), 56–68. https://doi.org/10.55208/bistek.v14i2.231
Serhan, M., & Serhan, C. (2019). The Impact of Food Service Attributes on Customer Satisfaction in a Rural University Campus Environment. International Journal of Food Science, 2019. https://doi.org/10.1155/2019/2154548
Setyo, P. E. (2017). Pengaruh Kualitas Produk Dan Harga Terhadap Kepuasan Konsumen “Best Autoworks”. PERFORMA: Jurnal Manajemen Dan Start-Up Bisnis, 1(6), 755–764.
Slack, N. J., Singh, G., Ali, J., Lata, R., Mudaliar, K., & Swamy, Y. (2021). Influence of fast-food restaurant service quality and its dimensions on customer perceived value, satisfaction and behavioural intentions. British Food Journal, 123(4), 1324–1344. https://doi.org/10.1108/BFJ-09-2020-0771
Stefen, Y., & Efendi. (2018). Analisis Pengaruh Kualitas Pelayanan, Lingkungan Fisik dan Kualitas Makanan terhadap Kepuasan Konsumen pada Restoran Kampoeng Kita. ULTIMA Management, 10(2), 129–143. https://doi.org/10.31937/manajemen.v10i2.981
Tombeng, B., Roring, F., & Farlane S. Rumokoy. (2019). Pengaruh Kualitas Pelayanan, Harga Dan Kualitas Produk Terhadap Kepuasan Konsumen Pada Rumah Makan Raja Oci Manado. Jurnal EMBA: Jurnal Riset Ekonomi, Manajemen, Bisnis Dan Akuntansi, 7(1), 891–900.
Uddin, M. B. (2019). Customer loyalty in the fast food restaurants of Bangladesh. British Food Journal, 121(11), 2791–2808. https://doi.org/10.1108/BFJ-02-2019-0140
Widiarini, A. D. (2020). Menilik Langkah Fast Food Indonesia Kembangkan Bisnis di Tengah Pandemi. KOMPAS.COM.
William., & Purba, Tiurniari. (2020). Kualitas Pelayanan Dan Fasilitas Terhadap Kepuasan Pelanggan Pada Bengkel Mazda Di Kota Batam. Jurnal EMBA: Jurnal Riset Ekonomi, Manajemen, Bisnis Dan Akuntansi, 8(1), 1987–1996.
Yudha, E. P., Rifai, A. A., & Adela, A. S. (2022). ANALISIS TINGKAT KEPUASAN KONSUMEN TERHADAP KUALITAS PRODUK DAN KUALITAS PELAYANAN RESTORAN CEPAT SAJI McDONALD’S. Mimbar Agribisnis: Jurnal Pemikiran Masyarakat Ilmiah Berwawasan Agribisnis, 8(2), 1003. https://doi.org/10.25157/ma.v8i2.7558
Zhong, Y., & Moon, H. C. (2020). What drives customer satisfaction, loyalty, and happiness in fast-food restaurants in China? Perceived price, service quality, food quality, physical environment quality, and the moderating role of gender. Foods, 9(4), 460.
Alnina, Dian Rahma Fika. (2022). Menyusuri Perjalanan Fast Food di Indonesia. LPM OPINI ONLINE.COM.
Astari, R., Florentina, E., Simanjorang, S., & Syahputra, R. (2020). The Effect of Price , Quality of Service , and Quality of Service on Customer Satisfaction at Cafe Ranu Raseyan Rantau Prapat. 9818–9830.
Asti, E., & Ayuningtyas, E. (2020). Pengaruh Kualitas Pelayanan, Kualitas Produk Dan Harga Terhadap Kepuasan Konsumen. EKOMABIS: Jurnal Ekonomi Manajemen Bisnis, 1(01), 1–14. https://doi.org/10.37366/ekomabis.v1i01.2
Carranza, R., Díaz, E., & Martín-Consuegra, D. (2018). The influence of quality on satisfaction and customer loyalty with an importance-performance map analysis: Exploring the mediating role of trust. Journal of Hospitality and Tourism Technology, 9(3), 380–396. https://doi.org/10.1108/JHTT-09-2017-0104
Chun, S. H., & Nyam-Ochir, A. (2020). The effects of fast food restaurant attributes on customer satisfaction, revisit intention, and recommendation using DINESERV scale. Sustainability (Switzerland), 12(18), 1–19. https://doi.org/10.3390/SU12187435
Clemes, M. D., Gan, C., & Ren, M. (2021). Synthesizing the effects of service quality, value, and customer satisfaction on behavioral intentions in the motel industry: An empirical analysis. Journal of Hospitality and Tourism Research, 35(4), 530–568. https://doi.org/10.1177/1096348010382239
Darmawan, D. (2019). Analisa Pengaruh Kualitas Makanan Dan Persepsi Harga Terhadap Kepuasan Konsumen D’Cost Surabaya. Journal of Chemical Information and Modeling, 53(9), 1689–1699.
Evirasanti, M. (2018). Pengaruh Kualitas Makanan, Kualitas Layanan dan Lingkungan Fisik Terhadap Kepuasan dan Behavioral Intention (Study di Metis Restaurant).
E-Jurnal Ekonomi Dan Bisnis Universitas Udayana, 12(5), 4331–4358.
Fadhli, K., & Pratiwi, N. D. (2021). Pengaruh Digital Marketing, Kualitas Produk, dan Emosional terhadap Kepuasan Konsumen Poskopi ZIO Jombang. Jurnal Inovasi Penelitian, 2(2), 603–612.
Ha, J., & Jang, S. C. (2019). The effects of dining atmospherics on behavioral intentions through quality perception. Journal of Services Marketing, 26(3), 204–215. https://doi.org/10.1108/08876041211224004
Han, H., & Hyun, S. S. (2017). Impact of hotel-restaurant image and quality of physical-environment, service, and food on satisfaction and intention. International Journal of Hospitality Management, 63, 82–92. https://doi.org/10.1016/j.ijhm.2017.03.006
Harfika, J., & Abdullah, N. (2021). Pengaruh Kualitas Pelayanan Dan Fasilitas Terhadap Kepuasan Pasien Pada Rumah Sakit Umum Kabupaten Aceh Barat Daya. Jurnal Balance, 44(1), 1–24.
Hwang, J., & Ok, C. (2018). The antecedents and consequence of consumer attitudes toward restaurant brands: A comparative study between casual and fine dining restaurants. International Journal of Hospitality Management, 32(1), 121–131. https://doi.org/10.1016/j.ijhm.2012.05.002
Jalilvand, M. R., Salimipour, S., Elyasi, M., & Mohammadi, M. (2017). Factors influencing word of mouth behaviour in the restaurant industry. Marketing Intelligence and Planning, 35(1), 81–110. https://doi.org/10.1108/MIP-02-2016-0024
Kasinem, K. (2020). Pengaruh Kepercayaan dan Kualitas Pelayanan Terhadap Kepuasan Konsumen Pada Hotel Bukit Serelo Lahat. Jurnal Media Wahana Ekonomika, 17(4), 329. https://doi.org/10.31851/jmwe.v17i4.5096
Khan, S., Hussain, S. M., & Yaqoob, F. (2018). Determinants of Customer Satisfaction in Fast Food Industry A Study of Fast Food Restaurants Peshawar Pakistan. Studia Commercialia Bratislavensia, 6(21), 56–65. https://doi.org/10.2478/stcb-2013-0002
Krisdayanto, Iqbal., Haryono, Andi Tri., & Gagah, Edward. (2018). Analisis Pengaruh Harga, Kualitas Pelayanan, Fasilitas, dan Lokasi Terhadap Kepuasan Konsumen di I Cafe Lina Putra Net Bandungan. Journal of Management, 4(4).
Liu, Y., & Jang, S. C. (Shawn). (2020). Perceptions of Chinese restaurants in the U.S.: What affects customer satisfaction and behavioral intentions? International Journal of Hospitality Management, 28(3), 338–348. https://doi.org/10.1016/j.ijhm.2008.10.008
Lonardo, L., & Soelasih, Y. (2019). Analisis Pengaruh Kualitas Produk , Harga , dan Lingkungan Fisik Perusahaan Kue Lapis Legit XYZ Terhadap Kepuasan Konsumen Dalam Membangun Word of Mouth Positif. Jurnal Manajemen, 11(1), 28–40. https://doi.org/10.25170/jm.v11i1.831
Maimunah, S. (2020). Pengaruh Kualitas Pelayanan, Persepsi Harga, Cita Rasa Terhadap Kepuasan Konsumen Dan Loyalitas Konsumen. IQTISHADequity Jurnal MANAJEMEN, 1(2), 57–68. https://doi.org/10.51804/iej.v1i2.542
Mattah, P. A. D., Kwarteng, A. J., & Mensah, J. (2018). Indicators of service quality and satisfaction among graduating students of a higher education institution (HEI) in Ghana. Higher Education Evaluation and Development, 12(1), 36–52. https://doi.org/10.1108/heed-10-2017-0006
Mendocilla, M., Miravitlles, P., & Matute, J. (2020). QUICKSERV: a service quality assessment tool for the quick-service restaurant industry. British Food Journal, 123(13), 241–259. https://doi.org/10.1108/BFJ-12-2020-1108
Nguyen, Q., Nisar, T. M., Knox, D., & Prabhakar, G. P. (2018). Understanding customer satisfaction in the UK quick service restaurant industry: The influence of the tangible attributes of perceived service quality. British Food Journal, 120(6), 1207–1222. https://doi.org/10.1108/BFJ-08-2017-0449
Palupi, S., & Abdillah, F. (2019). Local Cuisine as a Tourism Signature. 11, 299–312. https://doi.org/10.1108/s2042-144320190000011018
Pratama, Y., Heryanto, I., Dwiyanisa, A., & Megawati, I. (2021). Pengaruh Kualitas Pelayanan Dan Kualitas Produk Terhadap Kepuasan Konsumen. Majalah Bisnis & IPTEK, 14(2), 56–68. https://doi.org/10.55208/bistek.v14i2.231
Serhan, M., & Serhan, C. (2019). The Impact of Food Service Attributes on Customer Satisfaction in a Rural University Campus Environment. International Journal of Food Science, 2019. https://doi.org/10.1155/2019/2154548
Setyo, P. E. (2017). Pengaruh Kualitas Produk Dan Harga Terhadap Kepuasan Konsumen “Best Autoworks”. PERFORMA: Jurnal Manajemen Dan Start-Up Bisnis, 1(6), 755–764.
Slack, N. J., Singh, G., Ali, J., Lata, R., Mudaliar, K., & Swamy, Y. (2021). Influence of fast-food restaurant service quality and its dimensions on customer perceived value, satisfaction and behavioural intentions. British Food Journal, 123(4), 1324–1344. https://doi.org/10.1108/BFJ-09-2020-0771
Stefen, Y., & Efendi. (2018). Analisis Pengaruh Kualitas Pelayanan, Lingkungan Fisik dan Kualitas Makanan terhadap Kepuasan Konsumen pada Restoran Kampoeng Kita. ULTIMA Management, 10(2), 129–143. https://doi.org/10.31937/manajemen.v10i2.981
Tombeng, B., Roring, F., & Farlane S. Rumokoy. (2019). Pengaruh Kualitas Pelayanan, Harga Dan Kualitas Produk Terhadap Kepuasan Konsumen Pada Rumah Makan Raja Oci Manado. Jurnal EMBA: Jurnal Riset Ekonomi, Manajemen, Bisnis Dan Akuntansi, 7(1), 891–900.
Uddin, M. B. (2019). Customer loyalty in the fast food restaurants of Bangladesh. British Food Journal, 121(11), 2791–2808. https://doi.org/10.1108/BFJ-02-2019-0140
Widiarini, A. D. (2020). Menilik Langkah Fast Food Indonesia Kembangkan Bisnis di Tengah Pandemi. KOMPAS.COM.
William., & Purba, Tiurniari. (2020). Kualitas Pelayanan Dan Fasilitas Terhadap Kepuasan Pelanggan Pada Bengkel Mazda Di Kota Batam. Jurnal EMBA: Jurnal Riset Ekonomi, Manajemen, Bisnis Dan Akuntansi, 8(1), 1987–1996.
Yudha, E. P., Rifai, A. A., & Adela, A. S. (2022). ANALISIS TINGKAT KEPUASAN KONSUMEN TERHADAP KUALITAS PRODUK DAN KUALITAS PELAYANAN RESTORAN CEPAT SAJI McDONALD’S. Mimbar Agribisnis: Jurnal Pemikiran Masyarakat Ilmiah Berwawasan Agribisnis, 8(2), 1003. https://doi.org/10.25157/ma.v8i2.7558
Zhong, Y., & Moon, H. C. (2020). What drives customer satisfaction, loyalty, and happiness in fast-food restaurants in China? Perceived price, service quality, food quality, physical environment quality, and the moderating role of gender. Foods, 9(4), 460.