Pengaruh Kualitas Pelayanan, Persepsi Harga dan Fasilitas terhadap Kepuasan Pelanggan Barbershop Alsasumo Batam

Morius Bu’ulolo; Riki Riki

doi:10.61132/manuhara.v3i4.2194

Authors

Morius Bu’ulolo Sekolah Tinggi Ilmu Ekonomi Galileo
Riki Riki Sekolah Tinggi Ilmu Ekonomi Galileo

DOI:

https://doi.org/10.61132/manuhara.v3i4.2194

Keywords:

Customer Loyalty, Customer Satisfaction, Facilities, Price Perception, Service Quality

Abstract

This study aims to analyze the effect of Service Quality, Price Perception, and Facilities on Customer Satisfaction at Barbershop Alsasumo Batam. The method used in this study is quantitative, with primary and secondary data collected through questionnaires. A sample of 243 respondents was determined using Slovin's formula and simple random sampling technique. Data analysis was performed using SPSS 27 software. Based on regression analysis, the following regression equation was obtained: Y = 0.172 + 0.401X1 + 0.367X2 + 0.284X3 + e. The results of the study indicate that Service Quality (X1), Price Perception (X2), and Facilities (X3) have a positive and significant impact on Customer Satisfaction (Y). The t-values for each variable are 8.504 for Service Quality, 8.725 for Price Perception, and 6.939 for Facilities, with a t-table value of 1.969. Simultaneously, all three independent variables significantly influence Customer Satisfaction with an F-value of 136.457, which is higher than the F-table value of 2.65. The coefficient of determination (R²) of 0.631 indicates that 63.1% of the variation in Customer Satisfaction is explained by these three variables, while the remaining 36.9% is influenced by other factors not covered in this study. These findings emphasize that Service Quality, Price Perception, and Facilities significantly affect Customer Satisfaction at Barbershop Alsasumo Batam.

Downloads

Download data is not yet available.

References

Ahmed, P. K., & Rafiq, M. (2019). Marketing: A strategic approach (2nd ed.). Wiley.

Anderson, E. W., & Sullivan, M. W. (2020). Customer satisfaction and loyalty in service industries: A causal model. Journal of Marketing, 58(2), 52–66. https://doi.org/10.1177/002224299305800204

Ariyanto, A. (2023). Manajemen Pemasaran. In Widina Bhakti Persada Bandung.

Arslan, M., & Lajuni, H. (2021). Customer satisfaction in the hospitality industry: The role of service quality and price perception. Journal of Hospitality and Tourism, 34(3), 178–186. https://doi.org/10.1016/j.jhtm.2020.11.003

Choi, Y., & Kim, J. (2018). The effects of service quality, price perception, and customer satisfaction on the loyalty of hotel customers. Journal of Hospitality Marketing & Management, 27(5), 574–591. https://doi.org/10.1080/19368623.2018.1442221

Jamal, A., & Naser, K. (2020). Customer satisfaction and retail banking: The case of Jordan. International Journal of Bank Marketing, 39(1), 2–19. https://doi.org/10.1108/IJBM-02-2019-0055

Kotler, P., & Armstrong. (2019). Manajemen Pemasaran (Edisi 17 J). PT. Indeks.

Kotler, P., & Keller, K. L. (2021). Marketing management (15th ed.). Pearson Education.

Liu, Y., & Lee, L. (2020). Price perception, customer satisfaction, and repurchase intention: A study of e-commerce platforms in China. Journal of Marketing Research, 57(6), 1202–1216. https://doi.org/10.1177/0022243720927214

Muslih, D., Susanto, S., & Maharani, B. D. (2021). Pengaruh Kualitas Pelayanan, Fasilitas dan Persepsi Harga Terhadap Kepuasan Konsumen. Jurnal Ilmiah Manajemen Kesatuan, 9(1), 23–32.

O'Neill, J. W., & Mattila, A. S. (2021). Hospitality service: Customer satisfaction and price perception. International Journal of Hospitality Management, 27(1), 63–71. https://doi.org/10.1016/j.ijhm.2020.07.002

Prasetyo, A. (2022). Analisis Pengaruh Budaya Organisasi Dan Kepemimpinan Terhadap Kepuasan Kerja Menggunakan Structural Equation Model. Journal of Applied Business and Economic, 8(4), 89 Purnama, N. I., Aprillia, N., & Nabilla. (2024). Loyalitas Pelanggan. 7(September), 203–214.

Riki, R., Perdana, D. A., Rina, R., Afrinanda, A., & Hendriati, Y. (2024). Strategi Peningkatan Pemasaran Media Sosial Terhadap UMKM Rujak Seraya Atas–Batam. Smart Dedication: Jurnal Pengabdian Masyarakat, 1(2), 193-204.

Sweeney, J. C., & Soutar, G. N. (2019). Consumer perceptions of service quality and satisfaction in the retail environment. Journal of Retailing, 75(1), 77–94. https://doi.org/10.1016/S0022-4359(99)80001-1

Wahyu, A., Noerdjanah, & Sugiono. (2022). Uji Validitas dan Reliabilitas Alat Ukur SG Posture Evaluation. Jurnal Keterapian Fisik, 5(1), 55–61. https://doi.org/10.37341/jkf.v5i1.167

Waoma, L. S. I. (2025). Pengaruh Promosi Jabatan, Stres Kerja, Reward dan Punishment terhadap Kinerja Karyawan Departemen SMT (Surface Mount Technology) di PT. Sat Nusapersada Tbk. Jibaku: Jurnal Ilmiah Bisnis, Manajemen dan Akuntansi, 5(1), 10-18.