THE INFLUENCE OF PRICE, SERVICE QUALITY, AND PHYSICAL ENVIRONMENT ON CUSTOMER SATISFACTION. CASE STUDY MARKOBAR CAFE MANDO
Abstract: The Customer
Satisfaction is the extent to which the responds of products or service meet
the expectation of buyers. If the performance of the product or service is
higher than the expectation of customer, the buyers will be satisfied. There
are several factors that influence customer satisfaction such as price, service
quality and physical environment. At the beginning of 2016 Markobar café become
famous, and now Markobar Café already open some new brach in several cities in
Indonesia and also in Manado. This
studied aimed to determine the effect of price, service quality and physical
environment on customer satisfaction in Markobar Café Manado. The type of this
research is Multiple Regression analysis and the data was collected from 60
respondents of Markobar Café’s Manado. This research showed that simultaneous
price, service quality and physical environment significantly influence
customer satisfaction. Partially service quality and physical environment significantly
influence customer satisfaction and price variable is not significant influence
on customer satisfaction. Service quality and physical environment has
contributed greatly to the customer satisfaction so the manager should consider
about that two factors.
Keywords: price, service
quality, physical environment, customer satisfaction
Penulis: Mandang Cristo, David
P. E Saerang, Frederik Worang
Kode Jurnal: jpmanajemendd170518
