The Influence of Service Excellence and Store Atmosphere on Consumer Satisfaction At McDonald's Pondok Indah in South Jakarta
DOI:
https://doi.org/10.58174/ijimes.v1i2.39Keywords:
Service Excellent, Store Atmosphere, Consumer Satisfaction.Abstract
The purpose of this study is to determine the influence of service excellence and store atmosphere on consumer satisfaction at McDonald's Pondok Indah in South Jakarta both partially and simultaneously. The method used is quantitative. The sampling technique used the slovin formula and a sample of 100 respondents was obtained. Data analysis used validity test, reliability test, classical assumption test, regression analysis, correlation coefficient, determination coefficient and hypothesis test. The results of this study are that excellent service has a significant effect on consumer satisfaction by obtaining a regression equation Y = 14.240 + 0.631X1, a correlation coefficient value of 0.676 or having a strong relationship level with a determination coefficient of 45.5% and a hypothesis test obtained t count of > t table or (8.855 > 1.984). Store atmosphere had a significant effect on consumer satisfaction by obtaining a regression equation Y = 15.879 + 0.594X2, a correlation coefficient value of 0.637 or having a strong relationship level with a determination coefficient of 40.6% and a hypothesis test obtained t count > t table or (8.022 > 1.984). Service excellence and store atmosphere simultaneously have a significant effect on consumer satisfaction with the regression equation Y = 6.627 + 0.452X1 + 0.386X2. The correlation coefficient value was 0.768 or had a strong relationship level with a determination coefficient of 58.9% while the remaining 41.1% was influenced by other factors and the hypothesis test obtained a value of F calculated > F table or (66.660 > 2.700).
Downloads
References
Alhanani, G., & Santoso, B. (2022). The impact of excellent service on the customer satisfaction of Salon Strawberry. Journal of Research and Development of Science and Humanities, 6(3), 397-403.
Alma, B. (2021). Marketing Management & Service Marketing, Bandung: CV. Alphabet.
Ardiansyah, R., & Suwitho, S. (2023). The influence of price, promotion, and service excellence on guest satisfaction at Citihub Hotel Sudirman Surabaya. Journal of Management Science and Research (JIRM), 12(4).
Barata. A.A. (2021). The Basics of Excellent Service. Jakarta: PT. Gramedia Pustaka.
Berman, Barry & Joel R. Evans (2021). Retail Management, a Strategic Approach (8 th. Edition). New Jersey: Person.
Budiarto, D. N., & Suhermin, S. (2018). The Influence of Service Quality, Store Atmosphere and Word of Mouth on Consumer Satisfaction. Journal of Management Science and Research (JIRM), 7(4).
Desthiani, U., & Ernawati, E. (2020). The role of excellent cashier service on customer satisfaction at PT Aeon Indonesia Tangerang. Journal of Secretary of Pamulang University, 7(1), 12-24.
Dewi, Y. P., & Irmal, I. (2024). THE EFFECT OF SERVICE QUALITY AND PRICE ON CONSUMER SATISFACTION AT EZY LAUNDRY IN THE SOUTH TANGERANG AREA. JOURNAL OF ELASTICITY, 1(1), 328-340.
Febrian, R., Hidayati, N., & Mustapita, A. F. (2022). The Influence of Store Atmosphere, Service Excellence, and Product Completeness on Consumer Satisfaction (Study on D-ROZZ Geprek Chicken Food Stall). E-JRM: Electronic Journal of Management Research, 11(04).
Firmasnyah, Anang and Mahardhika (2020) Introduction to Management. Yogyakarta: Center for Academic Publishing.
Ghozali, I. (2019). Application of multivariate analysis with IBM SPSS 26 program. Edition 10. Publishing Agency of Diponegoro University.
Irmal, I., Kholili, I., Narimawati, U., Affandi, A., & Priadana, S. (2022). The Influence of Facilities and Services on Customer Satisfaction at Hotel Asana Sincerity Dorm West Jakarta. JIIP-Scientific Journal of Educational Sciences, 5(4), 1175-1180.
Katarika (2021). The influence of store atmosphere on purchase decisions at Bandung coffee shops. Journal of Ecodemics 1 (2).
Kotler, P. (2020). Marketing Management. Fourteenth Edition. Jakarta: PT. Index.
Kotler, P. and Armstrong, K. (2020). Marketing Principles. Twelfth Edition. Volume One. Jakarta: Erlangga.
Kotler, P. and Keller, P. (2020). Marketing Management. Jakarta: PT. Macaman Jaya Cemerlang.
Lamb, H. and McDaniel (2020). Marketing. First edition. Jakarta: Salemba Four.
Lupiyohadi, R. (2020). Service Marketing Management 2nd edition. Jakarta: Salemba Four.
Noegraha, R. A., Latif, L., Harsanti, P. S., & Wardhan, H. S. (2024). The Influence of Store Atmosphere on Consumer Satisfaction between Coffee & Eatery Rooms. Bulletin of Community Engagement, 4(1), 48-65.
Nugroho (2021). The Influence of Organizational Communication on the Performance of Local Government Officials: A Case Study of Kudus Regency. Journal of Accounting Studies, 2(1), 98-107.
Nurdianti, W. (2022). The Effect of Excellent Service on Customer Satisfaction (Case Study on Moksa Coffee). Journal of Management and Business Sciences, 13(2), 115-126.
Putra, D. R., & Prasetyawati, Y. R. (2021). The Influence of Green Products on Consumer Repurchase Interest through Green Advertising (Study of Starbucks Consumers). Journal of Marketing Management, 15(2), 69-74.
Putri, A., & Aprilliani, S. (2024). The Influence of Store Atmosphere and Service Quality on Consumer Satisfaction at Sava Kopi Pamulang. Proceedings of the National Seminar on Management, 3(2), 22444–22454.
Rahmadsyah, A., Lubis, R. K. H., Febrianda, D., Ulfah, A. A., Jasmine, C. S., Cahyati, D. U., & Nasution, I. H. (2024). THE EFFECT OF STORE ATMOSPHERE ON CUSTOMER SATISFACTION OF LE CHATEAU RESTAURANT. Journal of Intellectual and Scholars of the Archipelago, 1(5), 6619-6624.
Sasmitha, N. P. S. V. Y., Junaedi, I. W. R., & Mertayasa, I. G. A. (2022). The Influence of Store Atmosphere, Service Quality and Customer Experience on Consumer Satisfaction at Bhineka Muda Merdeka Denpasar. BRILLIANT: Journal of Management and Business Economics, 2(3), 155-163.
Sugiyono (2020). Administrative Research Method: equipped with R&D Method. Bandung: Alfabeta.
Swastika, I. A. P., Agung, I.G.L., (2019). Information Systems Audit and IT Governance. Yogyakarta: Andi Offset.
Tjiptono, F. (2020). Service Management realizes services. Yogyakarta: Andi Offset.
Umi, N. (2020). Qualitative and Quantitative Research Methodology, Theory. and applications. Bandung: Agung Media.
Scott, C.W. (2020). Retail Management, Strategy and Operational Implementation. Modern Retail Business in Indonesia. Jakarta: Salemba Four.
Yessi & Lili (2021). The Influence of Store Atmosphere on Decisions. Consumer purchases at Terbit Kuningan department store. Indonesian Journal of.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2026 Muhamad Mas Bagus Juwono, Irmal
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
This work is licensed under a 