Peran Diferensiasi Produk dan Dining Service Quality Dalam Meningkatkan Kepuasan Konsumen

  • Ni Kadek Pitri Anggreni Prodi Manajemen, Fakultas Ekonomi, Bisnis dan Pariwisata Universitas Hindu Indonesia
  • Mirah Ayu Putri Trarintya Prodi Manajemen, Fakultas Ekonomi, Bisnis dan Pariwisata Universitas Hindu Indonesia
  • Dewa Nyoman Benni Kusyana Prodi Manajemen, Fakultas Ekonomi, Bisnis dan Pariwisata Universitas Hindu Indonesia
Keywords: product differentiation, dining service quality, dineserve, consumer satisfaction

Abstract

In the culinary industry, consumer satisfaction can be achieved if the company is able to provide products, especially in the form of different foods or have product differentiation and quality services, especially by using the dining service quality (dineserv) approach. The purpose of this study was to determine the effect of product differentiation and dineserv on customer satisfaction. This research was conducted at Clear Café Ubud with a population of 41.857 visitors and a sample of 100 people using accidental sampling technique. Primary data collection was carried out using a questionnaire and a measurement scale using a Likert scale with five answer choices. To get answers to the proposed hypothesis, multiple linear regression analysis techniques are used. Based on the results of the analysis that has been done, it can be concluded (1) product differentiation has a positive and significant effect on customer satisfaction and (2) Dineserv has a positive and insignificant effect on consumer satisfaction at Clear Café Ubud.

References

Anwar, L,A., Suharyono., Bafdhal, A. S. (2018). "Pengaruh Dining Service Quality (Dineserv) Terhadap Customer Satisfaction Dan Revisit Intention (Survei pada Pelanggan D’COST Seafood Restaurant Malang Town Square)". Jurnal Administrasi Bisnis Universitas Brawijaya, 58(1).

Bougoure, U.S., Neu, M. . (2014). "Service Quality in Malaysian Fast Food Industry: An Examination Using DINESERV". Service Marketing Quarterly, 31, 194–212.

Bufquin, D., DiPietro, R., Partlow, C. (2016). "The influence of the DinEX service quality dimensions on casual-dining restaurant customers’ satisfaction and behavioral intentions". Journal of Foodservice Business Research.

Canny, I. (2014). "Measuring the Mediating Role of Dining Experience Attributes on Customer Satisfaction and Its Impact on Behavioral Intentions of Casual Dining Restaurant in Jakarta". International Journal of Innovation, Management and Technology, 5(1). https://doi.org/10.7763/ijimt.2014.v5.480

Dehghanpouri, H., Soltani, Z., Rostamzadeh, R. (2020). “The impact of trust, privacy and quality of service on the success of E-CRM: the mediating role of customer satisfaction.†Journal of Business & Industrial Marketing, 35(11), 1831–1847.

Diab, D., Mohamed, H., Shidwan, O., Mansour, I. H. . (2016). "Investigation of Dineserv dimensions on customer satisfaction & loyalty: Evidences from the restaurant industry in Sudan".

Fure, H.D., Mananeke, L., Tawas, H. (2014). "DIFERENSIASI PRODUK DAN KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN PADA RUMAH MAKAN MANALAGI DI MANADO". Jurnal EMBA, 2(3), 10. – 114.

Isyanto, P., Ri, B., Febrianto, D. A. (2012). "Pengaruh Diferensiasi Produk Terhadap Kepuasan Pelanggan Pada Restoran Pecel Lele Lela Cabang Karawang". Jurnal Manajemen, 9(4), 830–841.

Kotler, P., & Keller, K. L. (2016). “Marketing Management†(15th Edition). Pearson Education, Inc.

Kusyana, D. N. B., & Pratiwi, K. A. (2019). "Skala Pengukuran Kualitas Layanan: Sebuah Kajian Literatur". Widya Manajemen, 1(2), 21–39. https://doi.org/10.32795/widyamanajemen.v1i2.354

Kusyana, D. N. B., Purwaningrat, P. A., & Sunny, M. P. (2020). "Peran Kualitas Layanan Dalam Menciptakan Loyalitas Mahasiswa". Widya Manajemen, 2(1), 10–27. https://doi.org/10.32795/widyamanajemen.v2i1.546

Paramitha, A. (2013). "STUDI DESKRIPTIF DINESERV WARUNG LEKO CABANG BONET MENURUT PERSEPSI PELANGGAN YANG BERDOMISILI DI SURABAYA". Jurnal Ilmiah Mahasiswa Universitas Surabaya, 2(1), 1–17.

Pontoh, M.B., Kawet, L., Tumbuan, W. . (2014a). “Kualitas Layanan, Citra Perusahaan dan Kepercayaan Pengaruhnya Terhadap Kepuasan Nasabah Bank BRI Cabang Manado.†Jurnal EMBA, 2(3), 285–297.

Pontoh, M.B., Kawet, L., Tumbuan, W. A. (2014b). "Kualitas Layanan, Citra Perusahaan dan Kepercayaan Pengaruhnya Terhadap Kepuasan Nasabah Bank BRI Cabang Manado". Jurnal EMBA, 2(3), 285–297.

Reski, R. (2016). "Pengaruh Diferensiasi Produk dan Citra Merek Smartphone Samsung Terhadap Kepuasaan Konsumen Di kota Makassar". Skripsi: Universitas Islam Negari Alauddin Makassar.

Rochmah, S. (2014). "Pengaruh Diferensiasi Produk Dan Potongan Tunai Terhadap Volume Penjualan Industri Kecil Konfeksi Di Kecamatan Semarang Barat". Jurnal STIE Semarang, 6(2), 77–100.

Rochmah, S. (2014b). “Pengaruh Diferensiasi Produk Dan Potongan Tunai Terhadap Volume Penjualan Industri Kecil Konfeksi Di Kecamatan Semarang Barat.†Jurnal STIE Semarang, 6(2), 77–100.

Sahetapy, J. . (2013). “Diferensiasi Produk, Strategi Merek, Pengaruhnya Terhadap Keputusan Pembelian Meubel UD Sinar Sakti Manado.†Jurnal EMBA, 1(3).

Slack, N., Singh, G., Sharma, S. (2020). “The effect of supermarket service quality dimensions and customer satisfaction on customer loyalty and disloyalty dimensions.†International Journal of Quality and Service Sciences, 12(3), 297–318.

Stevens, P., Knutson, B., Patton, M. (1995). "A Tool For Measuring Service Quality In Restaurants". Cornell Hotel and Restaurant Administration Quarterly, 36(2), 56–60.

Teeroovengadum, V. (2020). "Service quality dimensions as predictors of customer satisfaction and loyalty in the banking industry: moderating effects of gender". European Business Review, ahead-of-p(No. ahead-of-print).

Tjiptono, F. (2014). “Pemasaran Jasa – Prinsip, Penerapan, dan Penelitian.†Yogyakarta: Andi Offset.

Trisihnyo, A. (2018). “Analisis Pengaruh Diferensiasi Produk Terhadap Kepuasan Konsumen Pada Toko Baru Motor Sport (BMS) Samarinda.†Jurnal Universitas Muhammadiyah Kalimantan Timur, 12(1).

Trisihnyo, Agus. (2018). "Analisis Pengaruh Diferensiasi Produk Terhadap Kepuasan Konsumen Pada Toko Baru Motor Sport ( BMS ) Samarinda". Jurnal Ekonomi Dan Manajemen, 12(1), 1–9.

Published
2021-04-16
How to Cite
Anggreni, N. K. P., Trarintya, M. A. P., & Kusyana, D. N. B. (2021). Peran Diferensiasi Produk dan Dining Service Quality Dalam Meningkatkan Kepuasan Konsumen. WidyaAmrita: Jurnal Manajemen, Kewirausahaan Dan Pariwisata, 1(2), 696-705. https://doi.org/10.32795/vol4wamrtno1th24