Analysis Of The Mediating Role Of Service Quality On The Influence Of Employee Communication Competence And Price On Customer Satisfaction
DOI:
https://doi.org/10.55681/armada.v4i5.2327Keywords:
Internalization of Tawhid, Islamic Character, Islamic Education, Schools/MadrasahAbstract
The existence of Small and Medium Enterprises (SMEs), particularly in the coffee shop sector, is significantly influenced by customer satisfaction levels. This research aims to analyze the influence of employee communication competence and price on customer satisfaction, with service quality as a mediating variable at Warung Kopi Sekar Jagad in Tuban Regency. The study adopts a quantitative associative methodology. Data are collected through structured questionnaires distributed to customers using accidental sampling techniques. The data analysis is performed using Path Analysis to examine both direct and indirect effects within the research model. The findings indicate that employee communication competence and price significantly influence service quality. Furthermore, service quality has a significant impact on customer satisfaction and serves as a vital mediator that links communication competence and price to overall satisfaction levels. In conclusion, to enhance customer satisfaction, SMEs must prioritize improving communication skills among staff and maintaining competitive pricing policies, both of which are manifested through superior service quality.
Downloads
References
Al-dweeri, R. M., Ruiz-Moreno, A., Montes-Peña, A. M., & Obeidat, Z. M. (2019). The effect of e-service quality on consumers' cognitive and affective brand loyalty: the mediating role of e-satisfaction. Journal of Enterprise Information Management, 32(6), 1159-1178. https://doi.org/10.1108/JEIM-12-2018-0273
Arisetiawan, R., & Hartono, S. (2020). The influence of service quality and price on customer satisfaction in the cafe industry in the digital era. Jurnal Manajemen dan Bisnis, 12(2), 145-156. https://doi.org/10.31234/jmb.v12i2.145
Ghozali, I. (2018). Multivariate Analysis Applications with IBM SPSS 25 Program. Semarang: Universitas Diponegoro Publishing Agency
Hanif, A., & Kartikasari, D. (2021). The role of marketing communication and staff friendliness in increasing customer loyalty in modern coffee shops. Jurnal Riset Manajemen, 8(1), 22-35. https://doi.org/10.2345/jrm.v8i1.22
Kotler, P., & Keller, K. L. (2016). Marketing Management (15th ed.). Pearson Education.
Lupiyoadi, R. (2013). Service Marketing Management. Jakarta: Salemba Empat.
Parasuraman, A. P., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A Multiple-item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, 64(1), 12–40.
Pratama, R. A., & Santoso, B. (2022). Analysis of the influence of price and service quality on coffee shop consumer satisfaction in East Java. Jurnal Ekonomi dan Bisnis, 15(3), 310-325. https://doi.org/10.56127/jeb.v15i3.310
Putri, A. S., & Utami, H. N. (2017). The influence of communication competence on employee performance and its impact on customer service quality. Jurnal Administrasi Bisnis (JAB), 45(1), 108-115.
Saleem, H., & Raja, N. S. (2014). The impact of service quality on customer satisfaction, customer loyalty and brand image: Evidence from hospitality industry. Middle-East Journal of Scientific Research, 19(5), 706-711. https://doi.org/10.5829/idosi.mejsr.2014.19.5.210
Sugiyono. (2019). Quantitative, Qualitative, and R&D Research Methods. Bandung: Alfabeta
Tjiptono, F. (2017). Marketing Strategy. Yogyakarta: Andi.
Widodo, S., & Rahmawati, E. (2023). Pricing strategies and their impact on customer satisfaction in the contemporary culinary MSME sector. Jurnal Ilmiah Manajemen, 11(4), 488-502. https://doi.org/10.34123/jim.v11i4.488
Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2018). Services Marketing: Integrating Customer Focus Across the Firm. New York: McGraw-Hill Education.
Prasetyo, H. (2022). Coffee shop business transformation through service excellence and price efficiency. Proceedings of the National Seminar on Management and Economics (SENAME), 5(1), 112-120
Dwidienawati, D., Abdinagoro, H., Tjahjana, D., & Gandasari, D. (2020). Customer satisfaction and personal communication: A study of local coffee shops. International Journal of Scientific & Technology Research, 9(02), 3452-3458
Hapsari, R., Clemes, M. D., & Dean, D. (2017). The impact of service quality, customer engagement and selected marketing constructs on destination loyalty. International Journal of Leisure and Tourism Marketing, 5(3), 224-240. https://doi.org/10.1504/IJLTM.2017.085441
Lemy, D. M., Teguh, N., & Goh, E. (2019). Service quality and customer satisfaction in Indonesian coffee shops. Journal of Foodservice Business Research, 22(5), 450-468. https://doi.org/10.1080/15378020.2019.1633512
Putri, M. N., Sudarso, S., & Hariasih, M. (2025). The Influence of Price, Service Quality, and Promotion on Consumer Satisfaction with Trust as an Intervening Variable. Jurnal Ilmiah Manajemen, Ekonomi, & Akuntansi (MEA), 9(1), 2547–2577. https://doi.org/10.31955/mea.v9i1.5447
Rahman, M. S., & Mannan, M. (2018). Consumer’s risk perceptions and price-fairness on customer satisfaction: An empirical study on coffee shop industry. International Review of Management and Marketing, 8(5), 65-72.
Setiawan, B., & Lestari, S. (2023). Barista communication strategies in building emotional relationships and customer satisfaction. Jurnal Komunikasi Bisnis, 10(2), 88-102. https://doi.org/10.3345/jkb.v10i2.88.
Suryani, T., & Fauzi, A. (2019). Determinants of customer satisfaction in the specialty coffee industry: Price, quality, and atmosphere. Journal of Applied Management, 17(3), 455-463.
Yuliana, R., & Sanjaya, W. (2021). The influence of service quality dimensions on coffee shop visitor satisfaction during the pandemic. Jurnal Manajemen Pemasaran, 15(2), 75-84. https://doi.org/10.9744/pemasaran.15.2.75
Kotler, P., & Keller, K. L. (2016). Marketing Management (15th ed.). Pearson Education
Schiffman, L. G., & Wisenblit, J. (2019). Consumer Behavior (12th ed.). Pearson Education.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2026 ARMADA : Jurnal Penelitian Multidisiplin
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
