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Abstrak :
Penelitian ini meneliti mengenai pengaruh service quality dan price fairness terhadap student satisfaction di KKI FEUI dan Psikologi UI. Responden dalam penelitian ini berjumlah 100 mahasiswa yang dibagi menjadi 50 mahasiswa KKI FEUI dan 50 mahasiswa KKI Psikologi UI. Analisis data dilakukan dengan menggunakan regresi berganda, untuk mengetahui pengaruh antara service quality (empathy, assurance, responsiveness, reliability, dan tangibleness) terhadap student satisfaction, dan price fairness terhadap student satisfaction. Berdasarkan hasil analisis, di dapatkan bahwa terdapat pengaruh positif antara price fairness terhadap student satisfaction. Pada variabel service quality hanya empathy dan tangibleness yang berpengaruh signifikan terhadap student satisfaction. Didapatkan juga bahwa price fairness lebih berpengaruh terhadap student satisfaction dibandingkan dengan sercive quality.

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This study will analyze of the effects of service quality and price fairness on student satisfaction in KKI FEUI and KKI Psikologi UI. To obtain the appropriate data for the research 100 respondents were asked to fill the questionnaire these respondents were devided into two groups 50 KKI FEUI and 50 KKI Psikologi UI. This study uses multiple reggresion, it will assess the impact of service quality toward student satisfaction and the impact of price fairness torwards student satisfaction. The result indicates that price fairness has positive impact on student satisfaction. On service quality, the only variables that have positive and significant effect are empathy and tangibleness. Moreover, it also indicates that price fairness has more significant impact towards student satisfaction compared of service quality.

Abstrak :
The vast number of restaurant entrepeneur incite such an intense competitiveness which leads to diversity in practising marketing strategy, one factor that needs to be brought in to attention is pricing, which has become a sensitive subject in the time of global crisis. When something is overpriced, consumer will easily walk away , and when it is low-priced, a doubt about quality will aries . Price of a product or a service will, more often than not , affect consumer's buying decision. Thus it is important for company to be able to place an acceptable price. Yet so far only few researche evaluated"price acceptance" as consequence of customer satisfaction. This research aims to assess the relationship between price fairness, customer satisfaction, loyalty, and price acceptance in a service company. Questionnaires were distributed to respondents by the self-administered questionnaire method and total of 187 completed questionnaries were used in the analysis. The data was then analzed using structural equation modeling. Three of five hypotheses were supported and two others were not supported. This paper alson provides the implications for theoritical and managerial and offers directions for future research.

Abstrak :
Mengkonsumsi kopi sudah menjadi rutinitas bagi sebagian orang setiap hari, berbagai hal pun menjadi alasan mereka untuk mengunjungi kedai kopi. Hal ini juga terjadi di Payakumbuh, dimana mengkonsumsi kopi sudah menjadi rutinitas bagi masyarakat disana. Intensitas yang tinggi menjadi pemicu industri ini berkembang pesat, untuk memenuhi berbagai alasan tersebut muncullah kedai kopi dengan berbagai konsep. Dalam industri ini, hal yang perlu diperhatikan adalah bagaimana membentuk loyalitas dari para konsumennya. Salah satu faktor pembentuk loyalitas itu sendiri adalah kepuasan konsumen. Penelitian ini akan membahas pengaruh kualitas layanan, atmosfer toko, dan kewajaran harga yang memengaruhi kepuasan konsumen dan membentuk loyalitas. Desain penelitian yang digunakan adalah konklusif deskriptif dengan metode kuantitatif menggunakan self-administered questionnaire. Dalam penelitian ini Terdapat 197 responden berusia < 18 - 55 tahun di Payakumbuh yang merupakan konsumen kedai kopi di Payakumbuh dalam 3 bulan terakhir yang berpartisipasi. Data yang berhasil terkumpul dianalisis menggunakan Partial Least Square Structural Equation Model (PLS-SEM) dan diolah menggunakan SPSS 25 dan SmartPLS 4. Hasil penelitian menemukan bahwa kualitas layanan, atmosfer toko, dan kewajaran harga berpengaruh terhadap kepuasan yang kemudian memengaruhi loyalitas. ...... Coffee consumption has become routine for numerous individuals, and their motivations for frequent coffee shops vary. This also occurs in Payakumbuh, where coffee consumption has become a habit for the locals. High intensity is the catalyst for this industry's quick growth; to meet these needs, coffee shops with varied concepts develop. The issue that needs to be addressed in this sector is how to establish consumer loyalty. Customer satisfaction is one of the aspects that contribute to building a foundation of loyalty. This study examines at how service quality, store atmosphere, and price fairness effect consumer satisfaction and loyalty. The study approach employed was conclusive descriptive, with quantitative methodologies via a self-administered questionnaire. The study approach used was conclusive descriptive, with a quantitative approach via a self-administered questionnaire. In this study, 197 Payakumbuh residents aged 18 to 55 years old who had visited a coffee shop in the previous three months took part. The data was analyzed with the Partial Least Squares Structural Equation Model (PLS-SEM) and processed with SPSS 25 and SmartPLS 4. According to the study's findings, service quality, store atmosphere, and price fairness all influence satisfaction, which in turn influences loyalty.

Abstrak :
Membangun kepuasan pelanggan menjadi salah satu yang dapat membentuk kesuksesan bisnis. Karena itu memnentukan faktor-faktor yang menentukan kepuasan pelanggan menjadi penting. Penelitian ini memiliki tujuan guna menganalisis pengaruh kualitas makanan, kewajaran harga dan lingkungan fisik terhadap kepuasan pelanggan pada konsumen di KFC Kota Jakarta. Penelitian ini menggunakan pendekatan kuantitatif dengan data penelitian dikumpulkan melalui penyebaran kuesioner secara online kepada 100 responden yang merupakan konsumen berusia lebih dari 18 tahun di KFC yang mengunjungi KFC di Kota Jakarta minimal tiga kali dalam setahun terakhir dan digunakan untuk analisis deskriptif dan analisis statistik inferensial berupa regresi berganda dengan menggunakan SPSS versi 25.0 untuk Windows. Hasil penelitian menunjukan bahwa kualitas makanan, kewajaran harga dan lingkungan fisik memiliki pengaruh terhadap kepuasan pelanggan. Hasil penelitian ini memberikan saran dan pedoman yang berguna bagi pembuat kebijakan di industri restoran cepat saji untuk mengkonfirmasi pentingnya faktor-faktor yang dipilih dalam mempengaruhi kepuasan pelanggan. ......Building customer satisfaction is one that can shape business success. Therefore, determining the factors that effect customer satisfaction is important. This study aims to analyze the effect of food quality, fairness of price and physical environment on customer satisfaction in consumers in KFC, Jakarta. This research uses a quantitative approach with research data collected through the distribution of online questionnaires to 100 respondents who are consumers over 18 years of age at KFC who visited KFC in Jakarta at least three times in the last year and used for descriptive analysis and inferential statistical analysis in the form of regression using SPSS version 25.0 for Windows. The results showed that food quality, fairness of price and physical environment had an influence on customer satisfaction. The results of this study provide useful advice and guidelines for policy makers in the fast food restaurant industry to confirm the importance of selected factors in influencing customer satisfaction.

Abstrak :
Penelitian ini bertujuan untuk menganalisis pengaruh services quality dan price fairness terhadap customer satisfaction pada pengguna layanan Go-Ride Jabodetabek. Berkembangnya teknologi di era globalisasi saat ini mengakibatkan terjadinya peningkatan persaingan dalam dunia usaha khususnya dibidang penyedia layanan jasa. GOJEK merupakan perusahaan pertama yang memperkenalkan ojek online di Indonesia pada tahun 2010. Meskipun sebagai perusahaan pioneer dan sudah dikenal oleh banyak masyarakat akan tetapi GOJEK juga tidak terlepas dari permasalahaan yang terjadi baik dalam hal kualitas layanannya maupun kewajaran harganya. Pendekatan penelitian ini menggunakan pendekatan kuantitatif yaitu dengan menyebarkan kuesioner kepada 200 responden dengan kriteria yang sudah ditetapkan oleh peneliti yakni generasi millenial baik laki-laki maupun perempuan minimal berumur 17 tahun yang berdomisili di wilayah Jabodetabek, pengguna smartphone, mengetahui GOJEK serta pernah menggunakan layanan Go-Ride minimal 3 bulan terakhir lebih dari dua kali. Teknik analisis yang digunakan adalah regresi linier sederhana. Hasil penelitian menunjukkan bahwa terdapat pengaruh yang positif dan signifikan dari services quality dan price fairness terhadap customer satisfaction pada pengguna layanan Go-Ride Jabodetabek. ......The purpose of this research is to analyze the influence of services quality and price fairness towards customer satisfaction of Go-Ride users in Jabodetabek. The development of technology in the current era of globalization has resulted in increased competition in the business world, especially in the service providers. GOJEK was the first company that introduce an online motorcycle in Indonesia in 2010. Even though it is a pioneer company and has been known by many people, GOJEK is also inseparable from the problems that occur both in terms of services quality and fairness of price.This research using quantitative approach by spreading questionnaires to 200 respondents with criteria that established by researchers. The criterias are millenials at least 17 years old who live in Jabodetabek, smartphone users, know about GOJEK and have used Go-Ride services for at least the last 3 months and more than two time. The results showed that there is a significant influence from services quality and price fairness to customer satisfaction of Go-Ride services users in Jabodetabek.

Abstrak :
skripsi ini menggambarkan dari sebuah hubungan antara 4 variabel yaitu perceived quality, price fairness, perceived value, dan juga satisfaction kepada 2 variabel dependen yaitu revisit intention dan juga word of mouth intention. Objek yang dituju adalah coffee shop atau kedai kopi yang ada di Indonesia.

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This research is made to know about the variables that is going to affect the revisit intention and also the WOM intention towards Indonesian coffee shop as geographically.The variables are perceived quality, perceived value, price fairness, and also satisfaction. This research used the quantitative method by using survey with samples of data collection method with qualification of ever visited Indonesian coffee shop within the last 1 year

Abstrak :
Tren pembukaan restoran kafe saat ini muncul secara konstan secara bersamaan. Walking Drums Cafe merupakan jenis cafe yang terus berkembang di Pati Unus dan Margonda. Dalam penelitian ini, tujuan dari penelitian ini adalah untuk menyelidiki peran persepsi kualitas (PQ), keadilan harga (PF), Atmosphere (ATM) dan kepuasan pelanggan (STF) pada niat berkunjung kembali (RI) pelanggan dan niat dari mulut ke mulut (WOM) terhadap Walking Drums Cafe. Untuk tujuan ini, data empiris dikumpulkan melalui instrumen survei tertulis dari pelanggan yang pernah mengunjungi atau sedang mengunjungi Walking Drums Cafe. Hipotesis dianalisis dengan estimasi kemungkinan maksimum. Temuan menunjukkan bahwa PQ dan PF  tidak memiliki pengaruh yang signifikan terhadap STF sementara ada pengaruh yang signifikan dari ATM ke STF, PQ ke PF, dan STF terhadap WOM dan RI. Beberapa wawasan teoritis dan manajerial yang signifikan juga disajikan. ......The trend of an opening of a cafe restaurants currently emerged in a constant way simultaneously. Walking Drums Cafe is the type of cafe which is growing continuously in Pati Unus and Margonda. In this research,  the aim of the current study is to investigate the role of perceived food quality (PQ), price fairness (PF), Atmosphere (ATM), and customer satisfaction (STF) on customers' revisit intention (RI) and word-of-mouth (WOM) intentions towards Walking Drums Cafe. For this purpose, the empirical data were collected by means of a written survey instrument from customers who had previously visited or currently visiting the Walking Drums Cafe. The hypotheses were analyzed with maximum-likelihood estimation. The findings revealed that PQ and PF didn’t have a significant impact to STF while there’s a significant impact from ATM to STF, PQ to PF, and STF to WOM and RI .Some significant theoretical and managerial insights are also presented.

Abstrak :
Saat ini sertifikasi halal dan pelabelan halal semakin gencar dilakukan diberbagai belahan dunia, termasuk di Indonesia. Namun sayangnya, masih banyak restoran di Indonesia yang belum mengantongi sertifikat halal untuk produk makanan yang mereka sediakan. Oleh karena itu penelitian ini bertujuan untuk mengetahui bagaimana theory of planned behavior, food quality, price fairness, dan servicescape mempengaruhi revisit intention konsumen restoran yang belum memiliki sertifikasi halal. Data dari penelitian ini diuji dengan menggunakan metode Partial Least Square Structural Equations Modeling (PLS-SEM). Pengambilan data dilakukan dengan menyebar kuesioner online dan diisi secara individu oleh responden. Berdasarkan 386 sampel konsumen muslim yang mengonsumsi makanan pada restoran yang belum memiliki sertifikasi halal, theory of planned behavior yang terdiri dari attitude, subjective norm, dan perceived behavioral control memengaruhi revisit intention. Food quality, substantive stage of servicescape, dan communicative stage of servicescape tidak memiliki pengaruh yang signifikan terhadap revisit intention. Price fairness dan food quality berpengaruh signifikan terhadap attitude. Attitude memediasi hubungan antara price fairness terhadap revisit intention dan food quality terhadap revisit intention. Trust tidak memberikan efek moderasi dalam pengaruh attitude, subjective norm, dan perceived behavioral control terhadap revisit intention. Berdasarkan hasil wawancara terhadap 5 narasumber konsumen muslim di Indonesia terhadap restoran yang sudah memiliki sertifikasi halal. Faktor attitude, subjective norm, dan perceived behavioral control memengaruhi revisit intention. Price fairness dan food quality berpengaruh signifikan terhadap attitude. ......Nowadays, halal certification and halal labeling are increasingly being done in various parts of the world, including Indonesia. In the other hand, there are still many restaurants in Indonesia that have not obtained halal certification for the food they make and provide to the masses. Therefore, this study aims to determine how theory of planned behavior, food quality, price fairness, and servicescape affect the revisit intention of consumers for restaurants that do not have any halal certification. The data from this study were tested using the method known as Partial Least Square Structural Equations Modeling (PLS-SEM). Data collection is carried out by distributing online questionnaires that are filled out individually by respondents. Based on 386 samples of Muslim who consume food at restaurants that do not have halal certification, the theory of planned behavior consisting of attitude, subjective norm, and perceived behavioral control affects revisit intention. Food quality, substantive stage of servicescape, and communicative stage of servicescape have no significant effect on revisit intention. Price fairness and food quality have a significant effect on attitude. Attitude mediates the relationship between price fairness on revisit intention and food quality on revisit intention. Trust does not provide a moderating effect in the relationship between attitude, subjective norm, and perceived behavioral control on revisit intention. Based on the results of interviews with 5 Muslim consumer in Indonesia to restaurants that already have halal certification. Theory of planned behavior consisting of attitude, subjective norm, and perceived behavioral control affects revisit intention. Price fairness and food quality have a significant effect on attitude.

Abstrak :
Tren konsumsi kopi yang ada di Indonesia disertai adanya ancaman dengan banyaknya kedai kopi baru yang buka untuk memenangkan persaingan dan mendapatkan pelanggan setia, diperlukan pengembangan baik dari sisi service quality, price fairness dan store atmosphere. Penelitian ini bertujuan untuk melihat adanya pengaruh antara service quality, price fairness dan store atmosphere terhadap customer satisfaction sebagai moderasi terhadap customer loyalty. Penelitian ini menggunakan data primer yang diperoleh melalui penyebaran kuesioner dengan sampel responden yang diperoleh melalui accidental sampling. Populasi dan sampel penelitian ini sejumalh 100 orang yang terbagi dari 50 responden pengunjung Alles Coffee dan 50 responden merupakan oengunjung Kopitio. Kuesioner dalam penelitian ini berbentuk google form yang disebarkan melalui bantuan scan barcode yang disiapkan. Teknik analisis yang digunakan adalah analisis multivariat dengan bantuan aplikasi Smart PLS. Hasil penelitian mendapati jika service quality dan store atmosphere berpengaruh terhadap customer satisfaction pengunjung Alles Coffee dan Kopitio. Sedangkan price fairness tidak berpengaruh signifikan terhadap customer satisfaction pada pengunjung Alles Coffee dan Kopitio. Customer satisfaction berpengaruh positif signifikan terhadap customer loyalty pengunjung Alles Coffee dan Kopitio. Customer satisfaction memediasi hubungan antara service quality dan store atmosphere dengan customer loyalty pada pengunjung Alles Coffee dan Kopitio. ......The trend of coffee consumption in Indonesia is accompanied by threats with many new coffee shops that open to win the competition and get loyal customers, development is needed both in terms of service quality, price fairness and store atmosphere. This study aims to see the influence between service quality, price fairness and store atmosphere on customer satisfaction as moderation on customer loyalty. This study used primary data obtained through the distribution of questionnaires with a sample of respondents obtained through accidental sampling. The population and sample of this study was 100 people divided into 50 respondents who visited Alles Coffee and 50 respondents who visited Kopitio. The questionnaire in this study is in the form of a google form which is distributed through the help of a barcode scan prepared. The analysis technique used is multivariate analysis with the help of the Smart PLS application. The results of the study found that service quality and store atmosphere affect the customer satisfaction of visitors to Alles Coffee and Kopitio. Meanwhile, price fairness does not have a significant positive effect on customer satisfaction in visitors to Alles Coffee and Kopitio. Customer satisfaction has a significant positive effect on customer loyalty of Visitors to Alles Coffee and Kopitio. Customer satisfaction mediates the relationship between service quality and store atmosphere with customer loyalty to visitors to Alles Coffee and Kopitio.

Abstrak :
E-Grocery merupakan layanan grocery yang dilakukan secara online, yang mana pelanggan dapat melakukan pemesanan, memilih dan membayar belanja mereka secara online hanya dengan menggunakan aplikasi mobile. Pengguna e-grocery semakin meningkat dikarenakan adanya pandemi COVID-19. Pada Kuartal pertama tahun 2020, bisnis e-grocery mendapati lonjakan pengguna sebesar 20% dari sebelum masa pandemi. Penelitian ini dilakukan untuk mengetahui faktorfaktor yang dapat memengaruhi niat pengguna dalam melakukan pembelian kembali di aplikasi e-grocery. Hasil dari penelitian ini diolah dari 427 responden valid. Data tersebut kemudian dianalisis menggunakan metode Covariance Based Structural Equation Modelling (CB-SEM) dengan bantuan software AMOS 24. Hasil pengolahan data dan analisis data menunjukkan bahwa faktor yang memengaruhi memengaruhi niat pengguna dalam melakukan pembelian kembali di aplikasi e-grocery, yaitu online shopping satisfaction, trust to e-grocery, repurchase intention, perceived value, perceived price fairness, service excellence, attitude, efficiency, health conscious, dan product excellence. ......E-Grocery is an online grocery service, where customers can place orders, choose and pay for their shopping online using only a mobile application. E-grocery users are increasing due to the COVID-19 pandemic. In the first quarter of 2020, the egrocery business saw a 20% jump in users from before the pandemic. The study was conducted to see the factors that can influence user intentions to make repurchases in electronic store applications. The research results were processed from 427 valid respondents. The data is then analyzed using the Covariance Based Structural Equation Modeling (CB-SEM) method with the help of AMOS 24 software. The results of data processing and data analysis show that the factors that influence user intention to make repurchases in e-grocery applications are online shopping satisfaction. , trust in e-grocery, repurchase intention, perceived value, perceived price fairness, service excellence, attitude, efficiency, health awareness, and product excellence.