672 1986 1 PB

Download as pdf or txt
Download as pdf or txt
You are on page 1of 12

Maker: Jurnal Manajemen

Program Studi Manajemen STIE SULTAN AGUNG


Volume 10 – Nomor 1, Juni 2024, (Hlm. 107-118)

Publikasi daring di: http://www.maker.ac.id/index.php/maker

LITERARY ANALYSIS: THE IMPACT OF PRODUCT EXCELLENCE ON


FAST FOOD RESTAURANT
Isyana Rahayu1 Dheri Febiyani Lestari 2 Geni Nurfadilah3 Marto Silalahi4
123
Cipasung University Tasikmalaya
4
Sultan Agung College of Economics
1 2
* Email: [email protected] [email protected]
[email protected]³ [email protected]
Korespondensi: Isyana Rahayu

Abstract. Business expansion in this era of globalization is significantly on the rise, and competition
is intense. One such example of a company that has been experiencing substantial growth is a
culinary business operating primarily within the fastfood sector. Hence, it is imperative for
enterprises to prioritize the caliber of their merchandise in order to deliver contentment to patrons
and garner their loyalty, thereby augmenting their competitive edge. Prior researchs hold immense
significance as they substantiate and reinforce forthcoming scientific theories. The aim of penning
this literature review is to scrutinize product quality. The literature provides insights into the
variables of product quality, service quality, customer satisfaction and customer loyalty. It also
highlights that research methodologies such as SPSS and PLS are widely used. The outcomes indicate
a positive correlation between product quality and factors like purchase decisions, customer
satisfaction and loyalty.
Keywords: KFC, literature review, product quality.

Abstrak. Perkembangan bisnis di era globalisasi ini sangat meningkat dan ketat persaingannya, salah
satu contoh perusahaan yang semakin berkembang yaitu perusahaan yang bergerak di bidang bisnis
kuliner terkhususnya di sektor makanan cepat saji (Fast Food). Oleh karena itu perusahaan harus
memperhatikan kualitas produk yang dimiliki, agar mampu memberikan kepuasan kepada
pelanggannya, hingga mendapatkan pelanggan yang loyal untuk dapat bersaing dengan perusahaan
lain. Penelitian atau riset terdahulu sangatlah penting, relevan dan memperkuat teori dalam artikel
ilmiah selanjutnya. Tujuan penulisan artikel literature review ini adalah mengkaji mengenai kualitas
produk. Hasil dari literature ini adalah variabel kualitas produk dalam penelitian biasa atau banyak di
sandingkan dengan variabel kualitas layanan, kepuasan pelanggan dan loyalitas pelanggan. Metode
penelitian yang banyak digunakan adalah SPSS dan PLS. dari kajian literature juga dapat di peroleh
hasil bahwa kualitas produk berpengaruh positif terhadap keputusan pembelian, kepuasan pelanggan
dan loyalitas pelanggan.

Kata Kunci: Kualitas produk, KFC, literature review

History Article Received: 30 May 2024 Revised: 07 June 2024 Accepted: 19 June 2024

Copyright © 2024, Maker: Jurnal Manajemen


SEKOLAH TINGGI ILMU EKONOMI (STIE) SULTAN AGUNG
Maker: Jurnal Manajemen, 10 (1), Juni 2024 - 108

INTRODUCTION
The current era of globalization has witnessed a significant surge in business development,
accompanied by intense competition. To thrive in this competitive landscape, the pivotal
factor is generating creative and innovative ideas. Additionally, it is crucial to have an astute
eye for spotting opportunities and capitalizing on them for growth. A prime example of a
flourishing enterprise operating within the culinary industry serves as a testament to this
trend. Enterprises involved in the gastronomy industry, such as the fastfood sector, have
undergone prodigious expansion in recent decades. Amongst the key advancements that have
taken place throughout its evolution are menu innovation, technological integration,
nutritional assistance, food distribution and worldwide outreach.

As the Indonesian middle class population continues to expand, the fast food industry
experiences a commensurate surge in growth and profitability (Rahayu & Syafe'i, 2022). In
the realm of the fast food industry, there exist a particular breed of restaurants that are
renowned for their prompt service and affordable fare. These restaurants typically feature an
uncomplicated menu, catering to customers seeking quick bites on-the-go. One of the
prominent players in fast food is McDonald's, a renowned global franchise known for its
distinct offerings such as the Big Mac and French fries. Additionally, Burger King has gained
popularity for its range of meat-based items, including their iconic Whopper burger. Thirdly,
KFC (Kentucky Fried Chicken) specializes in succulent fried chicken seasoned with unique
blends of spices. Fourthly, Wendy's is renowned for its delectable fresh burgers and
refreshing frozen milkshakes. Additionally, there are numerous other fastfood restaurants
available.

According to the data presented in Figure 1.1, KFC reigns supreme as the fast food restaurant
offering the most delectable krispy fried chicken products, as voted by Indonesian consumers
in 2023. It mean that the quality of product still the important measurement in consumer’s
buying decision of fast food restaurant. Sholikhah & Hadita (2023) said that product quality
is one of the most important things in a product purchasing decision process. In addition to
cost, the caliber of a product warrants consideration, thereby necessitating that businesses and
eateries uphold and prioritize their product quality.

Copyright © 2024, Maker: Jurnal Manajemen, ISSN: 2502-4434 (Print), ISSN: 2686-259x (Online)
Maker: Jurnal Manajemen, 10 (1), Juni 2024 - 109

Figure 1.1 Crispy fried chicken menu in Indonesia in 2023.


Source: Databooks.katadata.co.id.

Based on the aforementioned description, the objective of this literature review is to ascertain
the impact of product quality at fast food restaurant. Additionally, it aims to identify
frequently researched factors or variables in tandem with product quality and commonly
employed research methodologies in such studies.

The purpose of this research is to ascertain the impact of product quality on KFC and identify
the factors or variables that are frequently associated with it, as well as the research
methodologies commonly employed.

Product Quality
Quality refers to the comprehensive attributes of a product (be it goods or services) that
enable it to satisfy customer requirements (Rahayu & Kusuma, 2021). Kotler and Armstrong
posit that product quality refers to the attributes inherent in a product or service that enable
them to satisfy customer needs and wants (Apriasty & Simbolon, 2022)..

Tjiptono divides the dimensions of product quality into (1) Prowess, (2) Resilience, (3)
Similarities, (4) Features or characteristics, (5) Reliability, (6) Artistic, (7) Quality value, (8)
Capability. (Saipuloh & Surono, 2023).

METHOD
This research article employs qualitative methodologies, including literature reviews and
library-based researchs. The exploration of theoretical constructs, as well as the examination
of relationships and influences between variables, is conducted through various online
resources such as Perplexity, Mendeley, Google Scholar, and other relevant media.

Copyright © 2024, Maker: Jurnal Manajemen, ISSN: 2502-4434 (Print), ISSN: 2686-259x (Online)
Maker: Jurnal Manajemen, 10 (1), Juni 2024 - 110

In qualitative inquiry, literature should be employed consistently to align with the underlying
assumptions of the adopted methodology. An inductive approach is favored to avoid steering
the researcher's line of questioning. The pursuit of exploratory and descriptive research
constitutes a primary motivation for conducting qualitative research (Nuryani et al., 2022)..

RESULT AND DISCUSSION


Table 1. Previous Research
No. Researcher Name, Variables Methods Results
Year and Journal title
1. Examining customer  Purchase Literature  The effect of product quality on
satisfaction as a decision review purchasing decisions
determinant of  Customer (hypothesis)
purchasing behavior satisfaction  The effect of service quality on
in the marketplace:  Product quality purchasing decisions
analyzing the impact  Service quality (hypothesis)
of both product and  The effect of product quality on
service quality (A customer satisfaction
literature review on (hypothesis)
marketing  The effect of service quality on
management) customer satisfaction
(Cesariana et al., (hypothesis)
2022)  The effect of customer
satisfaction on purchasing
decisions (hypothesis)
2. The impact of brand  Brand image SPSS  Brand image affects customer
image and product  Product quality satisfaction (+)
quality on customer  Customer  Brand image affects consumer
contentment and satisfaction loyalty (+)
allegiance: A case  Customer  Product quality affects
research of KFC loyalty customer satisfaction (+)
Baturaja patrons..  Product quality affects
(Rahayu & Kusuma, customer loyalty (+)
2021)  Customer satisfaction has an
impact on customer loyalty. (+)
3. Examining the  Product quality SPSS  Product quality affects
impact of product  Price customer loyalty (+)
excellence and  Customer  Price affects customer loyalty
pricing strategies on loyalty (+)
customer allegiance
in the fast food
restaurants situated

Copyright © 2024, Maker: Jurnal Manajemen, ISSN: 2502-4434 (Print), ISSN: 2686-259x (Online)
Maker: Jurnal Manajemen, 10 (1), Juni 2024 - 111

No. Researcher Name, Variables Methods Results


Year and Journal title
in Jakarta. (Wibowo
et al., 2022)
4. The impact of both  Product quality PLS  Product quality affects
product and service  Service quality customer loyalty (+)
quality on customer  Customer  Service quality affects customer
loyalty is mediated satisfaction loyalty (+)
by the level of  Customer  Customer satisfaction affects
customer satisfaction loyalty customer loyalty (+)
achieved. This case  Customer satisfaction mediates
research, conducted product quality and service
at KJSP Doro, serves quality on customer loyalty.
to illustrate this
phenomenon
(Familiar &
Maftukhah, 2015)
5. Examination of the  Product quality SPSS  Product quality affects
impact of service  Service quality customer satisfaction (+)
excellence and  Customer  Product quality affects
product excellence satisfaction customer loyalty (+)
on patron  Customer  Service quality affects customer
contentment and loyalty satisfaction (+)
allegiance in 4G data  Service quality affects customer
amenities (Marlin, loyalty (+)
2017)  Customer satisfaction affects
customer loyalty (+)

6. The impact of service  Service quality PLS  Service quality affects customer
excellence, perceived  Price perception satisfaction (+)
value, and product  Product quality  Product quality affects
superiority on  Customer customer satisfaction (+)
enhancing customer satisfaction  Price perception affects
loyalty at The Westin  Customer customer satisfaction (+)
Jakarta hotel through loyalty  Customer satisfaction affects
the lens of customer customer loyalty (+)
satisfaction
(Saipuloh & Surono,
2023)
7. The impact of the  Product quality SPSS  Product quality affects
caliber of both  Quality of customer satisfaction (+)
merchandise and service  Product quality affects
assistance rendered  Customer customer loyalty (+)

Copyright © 2024, Maker: Jurnal Manajemen, ISSN: 2502-4434 (Print), ISSN: 2686-259x (Online)
Maker: Jurnal Manajemen, 10 (1), Juni 2024 - 112

No. Researcher Name, Variables Methods Results


Year and Journal title
on the contentment satisfaction  Service quality affects customer
and loyalty of  Customer satisfaction (+)
patrons towards loyalty  Service quality affects customer
D'Besto Mangunjaya loyalty (+)
2 South Tambun
(Trianah et al., 2017)
8. The impact of the  Store SPSS  Store atmosphere affects
ambiance of a store, atmosphere customer loyalty (+)
the quality of its  Product quality  Product quality affects
products and  Service quality customer loyalty (+)
services, as well as  Customer  Service quality affects customer
customer satisfaction loyalty (+)
contentment on their  Customer  Customer satisfaction affects
loyalty (Ayu et al., loyalty customer loyalty (+)
2021)
9. The impact of the  Product quality SPSS  Product quality on customer
caliber of products,  Service quality satisfaction (- )
excellence in service  Location  Service quality on customer
provision, and  Customer satisfaction (+)
geographical satisfaction  Location on customer
positioning on satisfaction (-)
customer
contentment
(Izzuddin & Muhsin,
2020)
10. The impact of the  Product quality SPSS  Product quality affects
caliber of goods and  Service quality customer satisfaction (+)
services rendered on  Customer  Service quality affects customer
the contentment of satisfaction satisfaction (+)
customers (Sari &
Razak, 2017)
11. The impact of service  Service quality SPSS  Service quality on customer
excellence,  Product quality satisfaction (-)
merchandise  Price  Product quality to customer
excellence and  Customer satisfaction (+)
pricing on patron satisfaction  Price to customer satisfaction
contentment at Cafe (+)
one eighteenth coffee
(Kristanto, 2018)
12. The impact of  Product quality SPSS  Product quality affects
product and service  Service quality customer loyalty (+)

Copyright © 2024, Maker: Jurnal Manajemen, ISSN: 2502-4434 (Print), ISSN: 2686-259x (Online)
Maker: Jurnal Manajemen, 10 (1), Juni 2024 - 113

No. Researcher Name, Variables Methods Results


Year and Journal title
quality on customer  Customer  Service quality affects customer
loyalty is mediated satisfaction loyalty (+)
by customer  Customer  Customer satisfaction affects
satisfaction as an loyalty customer loyalty (+)
intervening variable
at Waroeng Spesial
Sambal (Apriliana &
Hidayat, 2017)
13. The impact of the  Service quality SPSS  Product quality on customer
quality of service,  Product quality satisfaction (+)
product and pricing  Price  Service quality on customer
on customer  Customer satisfaction (+)
contentment (Asti & satisfaction  Price to customer satisfaction
Ayuningtyas, 2020) (+)
14. Enhancing the  Service quality PLS  Service quality on customer
quality of service,  Product quality satisfaction (+)
product and  Product  Product quality to customer
innovation can innovation satisfaction (+)
significantly  Customer  Product innovation on customer
augment customer satisfaction satisfaction (+)
satisfaction leading  Customer  Customer satisfaction to
to an increase in their loyalty customer loyalty (+)
loyalty towards a
brand. (Fauzi &
Mandala, 2019)
15. The impact of  Product quality SPSS  Purchasing decisions are
product quality and  Product design influenced by product quality
design on consumer  Purchase (+)
purchasing behavior decision  Product design influences
(Suari et al., 2019) purchasing decisions (+)
16. The impact of  Price SPSS  Price affects purchase intention
pricing, promotional  Promotion (+)
strategies, and  Product quality  Promotion affects purchase
product excellence  Purchase intention (+)
on consumer intention  Product quality affects purchase
purchasing intention (+)
inclination within the
A-36 enterprise
(Satria, 2017)
17. The impact of  Purchase PLS  Price affects purchasing
product excellence, decision decisions (+)

Copyright © 2024, Maker: Jurnal Manajemen, ISSN: 2502-4434 (Print), ISSN: 2686-259x (Online)
Maker: Jurnal Manajemen, 10 (1), Juni 2024 - 114

No. Researcher Name, Variables Methods Results


Year and Journal title
design aesthetics and  Product quality  Product design affects
pricing on the  Price purchasing decisions (+)
procurement choices  Product design  Purchasing decisions are
made for Honda Beat influenced by product quality
motorcycle (+)
merchandise
(Baihaqi et al., 2022)
18. The role of  Purchase PLS  Customer satisfaction is
purchasing decisions decision influenced by product quality
as a mediator in the  Product quality (+)
correlation between  Consumer trust  Trust to customer satisfaction
product quality and  Consumer (+)
customer satisfaction Satisfaction  Product quality on purchasing
through trust decisions (+)
(Tirtayasa et al.,  Trust in purchasing decisions
2021) (+)
 Purchasing decisions on
customer satisfaction (+)
19. The impact of  Product quality PLS  Product quality to customer
merchandise  Promotion satisfaction (+)
excellence,  Price perception  Price perception on customer
marketing tactics and  Customer satisfaction (+)
cost cognition on satisfaction  Promotion on customer
consumer satisfaction (-)
contentment at The
Koffee Jakarta
(Rahmawati & Tuti,
2022)
20. The impact of the  Product quality PLS  Product quality affects
caliber of goods and  Brand image purchasing decisions (+)
brand reputation on  Purchase  Brand image affects purchasing
consumer choices decision decisions (+)
(Batik Trusmi)
(Sundana et al.,
2023)
Source: Data processed, 2023

After conducting a thorough analysis of literature and journal categorization, it appears that
the pivotal point of this research is centered around the variable of product quality. This
particular variable is frequently juxtaposed with other variables such as customer satisfaction,
service quality, and customer loyalty. Research conducted by Andriansyah et al. (2023),
Sholikhah & Hadita (2023), and Fauzi & Mandala (2019) also underlined the relationship and

Copyright © 2024, Maker: Jurnal Manajemen, ISSN: 2502-4434 (Print), ISSN: 2686-259x (Online)
Maker: Jurnal Manajemen, 10 (1), Juni 2024 - 115

comparison between product quality and these aspects. The outcomes of the literature review
furnish a robust basis for investigating the interplay among these variables within the ambit
of this research. The ramifications of antecedent research can establish a firm groundwork for
formulating a conceptual framework and additional hypotheses for further research.

The literature review also reveals that researchers frequently employ SPSS (Statistical
Program for Social Science) and PLS (Partial Least Square) as their primary research
methods. The cited research indicates the prevalent utilization of these two approaches for
scrutinizing associations among variables with respect to product excellence, patron
contentment, service quality, and customer allegiance. The congruity in methodological
selection could furnish a sense of constancy and coherence within this domain of inquiry.
The utilization of SPSS and PLS may confer distinct benefits when addressing the intricacy
of variable relationships, rendering them a favored option among researchers for compiling
data analyses. Such insight can offer pragmatic direction to scholars pursuing analogous
research endeavors.

The outcomes of the journal categorization and thorough literary analysis further demonstrate
that product excellence exerts a favorable influence on consumers' procurement choices, as
highlighted by the research of Sundana et al. (2023). Superior product quality often garners
favor and trust from consumers, leading to a greater inclination to purchase said products.
Furthermore, maintaining consistent, standardized, and top-tier product quality is vital in
bolstering customer satisfaction levels. The durability of such steadfast and satisfactory
product quality plays a pivotal role in cultivating customer loyalty. Henceforth, it is
discernible that the caliber of a product exerts a potent affirmative sway on customer
contentment. This, in turn, engenders an enduring patronage from customers. These
revelations furnish invaluable perspicacity for practitioners and scholars to grasp the
intricacies of the interrelation between product quality, customer gratification, and customer
allegiance within the sphere of procurement resolutions.

CONCLUSIONS AND SUGGESTIONS


Summary
Based on the preceding literature review and discourse, it is apparent that researchs
concerning product quality variables conventionally entail a juxtaposition with service
quality variables, patron contentment, in addition to patron allegiance. The most commonly
utilized research methodologies are PLS and SPSS. The journal classification and literature
review demonstrate that product quality exerts a favorable impact on purchasing decisions,
customer contentment, and patronage.

Advice
Based on the aforementioned outcomes, a constraint of this research is the restricted pool of
literature utilized. As such, it is recommended that forthcoming researchers endeavor to
broaden their range of literary sources and explore additional media outlets for library
studies.

Copyright © 2024, Maker: Jurnal Manajemen, ISSN: 2502-4434 (Print), ISSN: 2686-259x (Online)
Maker: Jurnal Manajemen, 10 (1), Juni 2024 - 116

The recommendation for the company is to maintain a steadfast commitment to product


quality. At fast food restaurant, this encompasses exceptional raw materials, meticulous
processing techniques, and unwavering consistency in flavor profiles. This emphasis on
quality is paramount in fostering a positive customer experience. High product quality
ensures customer satisfaction, thus playing a pivotal role in fostering a positive rapport
between the company and fast food restaurant’s patrons. Consequently, it boosts purchase
intent for the company's offerings.

AUTHOR’S CONTRIBUTION STATEMENTS

Isyana Rahayu: research concept, methodology, Data curation, Data Analisys, Supervision.
Dheri Febiyani Lestari: Supervision, Research administration, Write the introductions,
conductiong review and editing the manuscript. Geni nurfadilah: Prepare the original
manuscript, Prepare the data curation, Collecting the previous research. Marto Silalahi: Proof
reading and review the manuscript

We declare that this manuscript has not been previously published and is not under
consideration for publication in any other journal. We have agreed to the publication of this
manuscript, and if accepted, it will not be published elsewhere in the same form, in
Indonesian or any other language, including electronically, without the written consent of the
copyright holder.

REFERENCE
Andriansyah, M. M., Dipayana, D. K., Rizki, M. D., Karivan, Y. kevin, & Mahendra, I. A.
(2023). Pengaruh Kualitas Produk dan Kualitas Pelayanan Terhadap Kepuasan
Pelanggan dan Loyalitas Pelanggan Kober Mie Setan Surabaya. MUFAKAT : Jurnal
Ekonomi, Manajemen, Dan Akuntansi, 1(2).
Apriasty, I., & Simbolon, M. E. (2022). Faktor-Faktor yang Mempengaruhi Kepuasan
Pelanggan : Kualitas Produk , Kualitas Pelayanan dan Harga ( Literature Strategic
Marketing Management ). Jurnal Ilmu Multidisiplin, 1(1), 135–145.
Apriliana, V., & Hidayat, W. (2017). Pengaruh Kualitas Produk dan Kualitas Pelayanan
Terhadap Loyalitas Konsumen Melalui Kepuasan Konsumen Sebagai Variabel
Intervening Pada Waroeng Spesial Sambal. Jurnal Administrasi Bisnis, IX(Iv), 571–581.
Asti, E. G., & Ayuningtyas, eka A. (2020). Pengaruh kualitas pelayanan, kualitas produk,
dan harga terhadap kepuasan konsumen. 01(01), 1–14.
Ayu, P., Ratna, N., & Imam, A. (2021). Pengaruh Store Atmosphere , Kualitas Produk ,
Kualitas Pelayanan , dan Kepuasan Pelanggan Terhadap Loyalitas Pelanggan. Jurnal
Ilmu Manajemen, 1(1), 16–23.
Baihaqi, A. I., Ikaningtyas, M., & Nirawati, L. (2022). Pengaruh Kualitas Produk, Desain
Produk, dan Harga Terhadap Keputusan Pembelian Produk Motor Honda Beat. Jurnal
Bisnis Indonesia, 13(1), 60–68.
Cesariana, C., Juliansyah, F., & Fitriyani, R. (2022). Model Keputusan Pembelian Melalui

Copyright © 2024, Maker: Jurnal Manajemen, ISSN: 2502-4434 (Print), ISSN: 2686-259x (Online)
Maker: Jurnal Manajemen, 10 (1), Juni 2024 - 117

Kepuasan Konsumen Pada Marketplace: Kualitas Produk dan Kualitas Pelayanan


(Literature Review Manajemen Pemasaran). Jurnal Manajemen Pendidikan Dan Ilmu
Sosial, 3(1), 211–224.
Familiar, K., & Maftukhah, I. (2015). Pengaruh Kualitas Produk dan Kualitas Pelayanan
Terhadap Loyalitas Pelanggan Melalui Kepuasan. Management Analysis Journal, 4(4),
348–354.
Fauzi, M. R., & Mandala, K. (2019). Pengaruh Kualitas Pelayanan, Kualitas Produk, dan
Inovasi Produk Terhadap Kepuasan Untuk Meningkatkan Loyalitas Pelanggan. E-Jurnal
Manajemen, 8(11), 6741–6761.
Izzuddin, A., & Muhsin, M. (2020). Pengaruh Kualitas Produk, Kualitas Layanan Dan Lokasi
Terhadap Kepuasan Konsumen. Jurnal Manajemen Dan Bisnis Indonesia, 6(1), 72–78.
Kristanto, J. O. (2018). Pengaruh Kualitas Layanan, Kualitas Produk, dan Harga Terhadap
Kepuasan Pelanggan di Cafe One Eighteenth Coffee. Agora, 6(1), 1–11.
Marlin, S. (2017). Analisis Pengaruh Kualitas Layanan dan Kualitas Produk Terhadap
Kepuasan dan Loyalitas Pelanggan Layanan Data 4G : Studi Kasus PT . Internux.
Operations Excellence, 9(2), 173–188.
Nuryani, F. T., Nurkesuma, N., & Hadibrata, B. (2022). Korelasi Keputusan Pembelian :
Kualitas Produk, Persepsi Harga dan Promosi ( Literature Review Manajemen
Pemasaran ). JEMSI:Jurnal Ekonomi Manajemen Sistem Imfformasi, 3(4), 452–462.
Rahayu, S.-, & Kusuma, M. H. (2021). Pengaruh Brand Image dan Kualitas Produk Terhadap
Kepuasan dan Loyalitas Konsumen (Studi Pada Pelanggan Kfc Cabang Baturaja).
Jurnal Manajemen Bisnis Unbara, 2(2), 128–147.
Rahayu, S., & Syafe’i, D. (2022). Pengaruh Kualitas Pelayanan , Harga dan Promosi
Terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan. Jurnal Ekonomi &
Ekonomi Syariah, 5(2), 2192–2207.
Rahmawati, I., & Tuti, M. (2022). Pengaruh Kualitas Produk, Promosi, dan Persepsi Harga
Terhadap Kepuasan Pelanggan The Koffee Jakarta. Jurnal Manajemen Bisnis, 25(1),
69–80.
Saipuloh, Y., & Surono. (2023). Pengaruh Kualitas Pelayanan , Persepsi Harga dan Kualitas
Produk Terhadap Kepuasan Pelanggan untuk Meningkatkan Loyalitas Pelanggan di
Hotel The Westin Jakarta. Jurnal Ilmiah Multidisiplin, 2(9), 4441–4455.
Sari, N. P., & Razak, I. (2017). Pengaruh Kualitas Produk dan Kualitsas Layanan Terhadap
Kepuasan Pelanggan. Jurnal Manajemen Bisnis Krisnadwipayana, 5(3).
Satria, A. A. (2017). Pengaruh Harga, Promosi, dan Kualitas Produk Terhadap Minat Beli
Konsumen Pada Perusahaan A-36. Jurnal Manajemen Dan Strat-Up Bisnis, 2(1).
Sholikhah, A. F., & Hadita. (2023). Pengaruh Kualitas Layanan, Kualitas Produk Terhadap
Loyalitas Pelanggan Melalui Kepuasan Pelanggan Mie Gacoan Di Bekasi Timur. Jurnal
Economina, 2(2).
Suari, M. T. Y., Telagawathi, N. L. W. S., & Yulianthini, N. N. (2019). Pengaruh Kualitas
Produk dan Desain Produk Terhadap Keputusan Pembelian. Jurnal Manajemen, 5(1),
26–33.

Copyright © 2024, Maker: Jurnal Manajemen, ISSN: 2502-4434 (Print), ISSN: 2686-259x (Online)
Maker: Jurnal Manajemen, 10 (1), Juni 2024 - 118

Sundana, Pranata, S., & Lukita, C. (2023). Pengaruh kualitas Produk dan Citra Merek
Terhadap Keputusan Pembelian (Batik Trusmi). Jurnal Witana, 01(01), 10–15.
Tirtayasa, S., Lubis, A. P., & Khair, H. (2021). Keputusan Pembelian : Sebagai Variabel
Mediasi Hubungan Kualitas Produk dan Kepercayaan terhadap Kepuasan Konsumen.
Jurnal Inspirasi Bisnis Dan Manajemen, 5(1), 67–86.
Trianah, L., Pranitasari, D., & Marichs, S. Z. (2017). Pengaruh Kualitas Produk dan Kualitas
Pelayanan Terhadap Kepuasan Pelanggan ( Studi Kasus Pada Pelanggan D ’ Besto
Mangun Jaya 2 Tambun Selatan ). Jurnal STEI Ekonomi, 26(01), 105–122.
Wibowo, E. wahyu, Wicaksono, B. W., & Sugiyanto, E. (2022). Analisis Kualitas Produk
dan Harga Terhadap Loyalitas Konsumen Pada Restoran Cepat Saji di Jakarta.
Universitas Darmawangsa, 16(4), 769–779.

Copyright © 2024, Maker: Jurnal Manajemen, ISSN: 2502-4434 (Print), ISSN: 2686-259x (Online)

You might also like