Measuring Customer Satisfaction: The Impact of Price, Food Quality, and Service in the Culinary Industry
Keywords:
Customer Satisfaction, Price, Food Quality, Service, Culinary IndustryAbstract
This study examines the influence of price, food quality, and service quality on customer satisfaction at Firdaus Restaurant, Grand Madani Hotel, Mataram. The research employs a quantitative approach with data collected from 144 respondents through structured questionnaires. The study aims to determine the extent to which these three factors impact customer satisfaction and provide managerial insights for restaurant improvement. The research findings indicate that price has the most significant influence on customer satisfaction, followed by food quality and service quality. Multiple regression analysis results show that the three variables collectively explain 53.9% of customer satisfaction (R² = 0.539), while the remaining 46.1% is influenced by other factors, such as ambiance, restaurant location, and customer expectations. The regression equation Y = 0.405X₁ + 0.294X₂ + 0.254X₃ demonstrates that all three independent variables contribute positively to customer satisfaction. The hypothesis testing results confirm that all variables significantly affect customer satisfaction (p < 0.05). Price was found to be the strongest determinant, as customers tend to be highly sensitive to food affordability. Food quality also plays a vital role, with respondents highlighting taste consistency, portion size, and presentation as key aspects influencing their dining experience. Service quality was another crucial factor, with customer responses emphasizing staff responsiveness, hospitality, and service efficiency as determinants of satisfaction. Based on these findings, the study recommends that Firdaus Restaurant maintains competitive pricing, improves food consistency and quality, and enhances customer service through regular training programs. Additionally, the restaurant should focus on improving ambiance and menu variety to further increase customer satisfaction. By implementing these strategies, the restaurant can strengthen its market position, improve customer loyalty, and sustain long-term business growth
References
Adi, A. F. R. (2020). Analisis Pengaruh Harga, Kualitas Produk, dan Kualitas Layanan Terhadap Kepuasan Pelanggan. Jurnal Ilmu Administrasi Bisnis, 1(3), 61.
Afriliana, N. (2020, Desember). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Grab di Kota Palembang. Jurnal Nasional Manajemen Pemasaran dan SDM, 1(2).
Al-Ghifari, M. I. (2022, November). Pengaruh Kualitas Produk, Kualitas Pelayanan, Harga dan Biaya Terhadap Loyalitas Nasabah di Bank Syariah Indonesia. Jurnal Tabarru’: Islamic Banking and Finance, 421-434.
Anas, H. (2023). Pengaruh Kualitas Pelayanan dan Persepsi Harga Terhadap Minat Beli di Shopeefood. Jurnal Economina.
Anas, H. (2024). Pengaruh Kualitas Produk, Kualitas Pelayanan, dan Harga Terhadap Kepuasan Pelanggan pada Usaha Fotocopy 66 di Bumi Sani Bekasi Timur. Jurnal Ilmiah Ekonomi dan Manajemen, 300-313.
Arsyad, M. R. (2023). Pengaruh Harga dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan. Jurnal Mirai Management, 8(2), 183-197.
Azim, I., Baini, N., & Amin, M. Z. (2024). The Influence of Intrinsic Motivation and Transformational Leadership on Student Association Performance at Institut Elkatarie: The Moderating Role of Islamic Work Ethics. Majapahit Journal of Islamic Finance and Management, 4(2), 185-207.
Darmawan, Y. S. (2022, Desember). Pengaruh Harga, Kualitas Pelayanan dan Fasilitas Terhadap Kepuasan Pelanggan. Jurnal STEI Ekonomi (JEMI), 31(2), 31-41.
Fachrurrozie, F., Navanti, D., & Giningroem, D. S. W. P. (2025). Pengaruh Harga dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan: (Studi Kasus: UMKM JRA Kitchen). Musytari: Jurnal Manajemen, Akuntansi, dan Ekonomi, 15(6), 131–140. https://doi.org/10.8734/musytari.v15i6.11451
Frianto, B. P. (2021). Pengaruh Harga dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan (Studi Kasus Perusahaan Jasa Ekspedisi Krian). Journal of Business and Innovation Management, 3(3), 352-366.
Ferine, K. F., Saefudin, A., Ariwibowo, P., & Azim, I. (2023). Financial management in reaching product empowerment index standards related to science on MSME performance. Jurnal Penelitian Pendidikan IPA, 9(7), 5716-5724.
Giningroem, D. S. W. P. (2022). Peran Harga dan Penawaran Cashback Terhadap Keputusan Pembelian Go-Food dengan Menggunakan Pembayaran Digital Gopay. Journal of Management Small and Medium Enterprises, 175-186.
Haryoko, U. B. (2020). Pengaruh Harga dan Kualitas Pelayanan Terhadap Kepuasan Konsumen pada Firman Dekorasi (Wedding Organizer). Jurnal Ekonomi dan Manajemen, 2(1).
Imelda, R. M. (2020). Analisis Kualitas Produk, Harga dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan di PT. Air Manado. Jurnal EMBA, 10(3), 410-421.
Kuwat, R., & Satinah, S. (2023). Pengaruh Penetapan Harga, Kualitas Produk, dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan. Score: Jurnal Lentera Manajemen Pemasaran, 1(01). https://doi.org/10.59422/lmp.v1i01.73
Mahira. (2021). Pengaruh Kualitas Produk dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan Indihome. Konferensi Riset Nasional Ekonomi, Manajemen, dan Akuntansi, 2, 1267-1283.
Mirella, N. N. (2022). Faktor yang Mempengaruhi Kepuasan Pelanggan dan Minat Pembelian: Kualitas Produk, dan Persepsi Harga. Jurnal Manajemen Pendidikan dan Ilmu Sosial.
Nurwati, M., & Mutmainnah. (2024). Pengaruh Harga dan Kualitas Pelayanan Terhadap Kepuasan Konsumen di Carl’s Jr Central Park. JEAC: Journal of Economic Academic, 1(02), 125–135.
Pratiwi, A. P. (2022). Pengaruh Harga dan Kualitas Pelayanan Sumber Daya Manusia Terhadap Kepuasan Pelanggan PT. Herfinta Farm and Plantation. Journal of Global Business and Management Review, 4(2).
Rivencio, R. (2022). Pengaruh Harga dan Kualitas Pelayanan Terhadap Kepuasan Konsumen pada Holland Bakery Jatirahayu. Jurnal Manajemen dan Bisnis, 5(1), 45-56.
Rusniati, S. S. (2021). Pengaruh Harga, Kualitas Produk dan Kualitas Layanan Terhadap Kepuasan Pelanggan (Studi Pengunjung Cafe di Banjarbaru). Jurnal Wawasan Manajemen, 4(1).
Sitorus, A. P. (2022). Mekanisme Penetapan Harga (Price) dan Kebijakan Penentuan Keuntungan (Profit) Ditinjau dari Perspektif Ekonomi Islam. Jurnal Ekonomi dan Bisnis Islam.
