Membangun Kepuasan Konsumen melalui Kepercayaan Merek, Fasilitas, dan Kualitas Pelayanan: Studi pada Susu Moeria Cafe Kudus
DOI:
https://doi.org/10.55606/jaemb.v5i2.6341Keywords:
brand trust, facilities, service quality, customer satisfactionAbstract
This study aims to analyze the influence of brand trust, facilities, and service quality on consumer satisfaction. The object of this study is Moeria Cafe Kudus, located at Jl. Pemuda No.64, Magersari, Panjunan, Kec. Kota Kudus, Kabupaten Kudus, Jawa Tengah 59312. This study adopts a quantitative approach with a causal design aimed at identifying the cause-and-effect relationship between variables. The population in this study is Moeria Cafe Milk consumers. The sampling technique used is purposive sampling using the Lemeshow formula to determine the number of research samples. This study has 100 samples or respondents. This study used validity and reliability tests to ensure the validity of the data. This study used statistical analysis and multiple linear regression techniques using IBM SPSS Statistics 25.0. The results of this study indicate that there is a positive and significant influence, both partial and simultaneous, between brand trust, facilities, and service quality on the satisfaction of Moeria Cafe Milk consumers in Kudus.
References
[1] BPS, “Statistik Penyediaan Makanan dan Minuman 2023,” www.bps.go.id.
[2] M. H. Azizi, T. Bachtiar, F. Fenny, and E. Y. Utami, “Analisis Pengalaman Pelanggan Sebagai Fokus Utama Dalam Pemasaran Bisnis Di Industri Manufaktur,” J. Multidisiplin West Sci., vol. 3, no. 01, pp. 98–107, 2024, doi: 10.58812/jmws.v3i01.956.
[3] G. A. Sesa and A. Wulandari, “Pengaruh Brand Image Dan Customer Experience Terhadap Customer Satisfaction: Survei Pada Outlet J.CO Donuts Buah Batu, Kota Bandung Tahun 2025,” Al-Kharaj J. Ekon. Keuang. Bisnis Syariah, vol. 7, no. 5, 2025, doi: 10.47467/alkharaj.v7i5.7683.
[4] S. Sanaji, “Peran Moderasi Toleransi Pelanggan Terhadap Pengaruh Pengalaman Pelanggan Terhadap eWOM Negatif,” J. Ilmu Manaj., vol. 10, no. 4, pp. 1182–1193, 2022, doi: 10.26740/jim.v10n4.p1182-1193.
[5] S. Zhang, M. Y. P. Peng, Y. Peng, Y. Zhang, G. Ren, and C. C. Chen, “Expressive Brand Relationship, Brand Love, and Brand Loyalty for Tablet PCs: Building a Sustainable Brand,” Front. Psychol., vol. 11, no. March, pp. 1–10, 2020, doi: 10.3389/fpsyg.2020.00231.
[6] F. Tjiptono, Strategi Pemasan, Edisi 4. Yogyakarta, 2015.
[7] S. Amarin and T. I. Wijaksana, “Pengaruh Kualitas Sistem, Kualitas Informasi, dan Kualitas Layanan Terhadap Kepuasan Konsumen (Studi Pada Pengguna Aplikasi Berrybenka di Kota Bandung),” Bus. Manag. Anal. J., vol. 4, no. 1, pp. 37–52, 2021, doi: 10.24176/bmaj.v4i1.6001.
[8] N. N. Rusmiati and N. K. Sudiarini, “Rusmiati, N. N., & Sudiarini, N. K. (2024). Pengaruh Brand Image dan Kualitas Pelayanan Terhadap Kepuasan Tamu di Green Kubu Cafe Gianyar Bali,” J. Tour. Interdiciplinary Stud., vol. 4, no. 2, pp. 30–47, 2024.
[9] R. A. Putri, N. Ellyawati, and Permatasari Indah, “Pengaruh Brand Image Dan Brand Trust Terhadap Keputusan Pembelian Pelanggan Shopee (Studi Pada Program Studi Pendidikan …,” Educ. Stud. …, vol. 3, no. 2, pp. 273–282, 2023, [Online]. Available: https://jurnal.fkip.unmul.ac.id/index.php/escs/article/view/3186%0Ahttps://jurnal.fkip.unmul.ac.id/index.php/escs/article/download/3186/1511
[10] isyad F. L. Hakimy, “Pengaruh brand trust , kualitas pelayanan, terhadap kepuasan pelanggan dimediasi oleh keputusan pembelian konsumen mie gacoan di kota malang,” Universitas Islam Negeri Maulana Malik Ibrahim Malang, 2024.
[11] L. Lewis and S. S. Sitompul, “Pengaruh Kualitas Produk, Harga, Brand Trust dan kualitas Pelayanan terhadap Kepuasan Konsumen di CV Mitra Matra Mandiri Pekanbaru,” J. Akuntansi, Kewirausahaan dan Bisnis, vol. 6, no. 1, pp. 112–121, 2021.
[12] R. Hidayat, M. B. Eka Putra, and R. Cahya Pradipta, “Pengaruh Fasilitas Dan Pelayanan Karyawan Terhadap Kepuasan Pengunjung Pada Taman Wisata Qween,” J. Adm. Bisnis Nusant., vol. 3, no. 1, pp. 59–70, 2024, doi: 10.56135/jabnus.v3i1.147.
[13] M. C. . Sudrajad, “Pengaruh Kualitas Pelayanan Dan Fasilitas Terhadap Kepuasan Pelanggan Warkop Sawah Kopi Desa Tanjungsari Boyolangu Tulungagung,” J. Ris. Manaj., vol. 1, no. 3, pp. 01–12, 2023, doi: 10.54066/jurma.v1i3.580.
[14] N. Marlina, E. Suryati, and S. Dewi, “Pengaruh Fasilitas dan Kualitas Pelayanan terhadap Kepuasan Konsumen pada Bengkel Resmi Honda AHASS UMS Motor,” Skripsi Progr. Stud. Manaj. Fak. Ilmu Sos. Dan Hum., vol. 3, no. 2, pp. 9328–9337, 2019, [Online]. Available: https://eprints.ums.ac.id/id/eprint/78466%0Ahttps://eprints.ums.ac.id/78466/11/NASKAH PUBLIKASI.pdf
[15] A. Rutjuhan and I. Ismunandar, “Pengaruh Fasilitas dan Lokasi Terhadap Kepuasan Pelanggan : Studi Kasus Mahfoed Life Gym,” Pamator J., vol. 13, no. 1, pp. 105–109, 2020, doi: 10.21107/pamator.v13i1.7015.
[16] M. A. Shony Azar and A. Efendi, “Pengaruh Kecepatan Layanan Dan Keramahan Layanan Terhadap Kepuasan Pelanggan Dirumah Kopi Lamongan,” HUMANIS J. Ilmu-Ilmu Sos. dan Hum., vol. 12, no. 2, pp. 136–148, 2020, doi: 10.52166/humanis.v12i2.1969.
[17] S. G. Ritoga, Y. Zebua, and J. Harahap, “Pengaruh Lokasi, Kualitas Pelayanan, Dan Harga Terhadap Kepuasan Konsumen Pasar Tradisional di Keluaran Pekan 2 Sigambal,” J. Ekon., vol. 10, 2022, doi: 10.61069/juri.v1i3.19.
[18] S. Nurjanah, R. Sukmawati, M. Muslima, and S. Alwi, “Pengaruh Kualitas Produk Dan Kualitas Layanan Terhadap Kepuasan Pelanggan Pada Rumah Makan Padang Talago Biru Padasuka,” J. Competency Bus., vol. 5, no. 02, pp. 130–141, 2022, doi: 10.47200/jcob.v5i02.1098.
[19] F. F. Rufliansah and A. H. Daryanto Seno, “Pengaruh Harga Dan Kualitas Produk Terhadap Kepuasan Konsumen (Studi Pada Konsumen Rainbow Creative Semarang),” J. Ilmu Adm. Bisnis, vol. 9, no. 4, pp. 389–401, 2020, doi: 10.14710/jiab.2020.28226.
[20] A. Chaudhuri and M. B. Holbrook, “The Chain of Effects From Brand Trust and Brand Affect to Brand Performance: The Role of Brand Loyalty,” J. Mark., vol. 65, no. 2, pp. 81–93, 2001.
[21] E. D. Ballester and J.-L. Munuera-Aleman, “Does brand trust matter to brand equity?,” J. Prod. Brand Manag., vol. 14, no. 3, pp. 187–196, 2005.
[22] S. Kwan Soo Shin, F. E. Amenuvor, R. Basilisco, and K. Owusu-Antwi, “Brand Trust and Brand Loyalty: A Moderation and Mediation Perspective,” Curr. J. Appl. Sci. Technol., pp. 1–17.
[23] Suryosubroto, Manajemen Pendidikan Di Sekolah. Jakarta: Rineka Cipta, 2010.
[24] Tjiptono, Pemasaran Jasa, Prinsip, Penerapan, dan Penelitian. 2014.
[25] P. Kotler and K. L. Keller, Manajemen Pemasaran. Edisi Ke 1. Jakarta: Erlangga, 2012.
[26] A. Indriansyah and S. Malini, “Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pada Seoul Korean Restaurant Di Palembang,” J. Penelit. Ekon. Manaj. Dan Bisnis, vol. 1, no. 4, pp. 15–29, 2022, doi: 10.55606/jekombis.v1i4.540.
[27] D. Pratiwi, A. K. Rivai, and M. E. Suryawan, “Efek Mediasi Kepuasan Konsumen Terhadap Kualitas Layanan, Citra Merek Dan Kepercayaan Konsumen Terhadap Loyalitas Pelanggan,” J. Bisnis Manaj. Dan Keuang., vol. 3, no. 2, pp. 489–501, 2022, doi: 10.21009/jbmk.0302.12.
[28] S. Nugrahanta and D. W. Ariani, “The Influence of Brand Image, Brand Trust, and Brand Satisfaction on Brand Loyalty of Eiger Adventure,” East Asian J. Multidiscip. Res., vol. 3, no. 7, 2024, doi: 10.55927/eajmr.v3i7.9925.
[29] P. D. Oktavianingsih and N. L. Fikriah, “Consumer Loyalty: The Effect of Consumer Satisfaction in Mediating E-Trust and Brand Image,” J. Ekon. Bisnis Entrep., vol. 18, no. 2, pp. 364–381, 2024, doi: 10.55208/mkavnp71.
[30] A. P. Safira et al., “Analisa Kepuasan Dan Kualitas Pelayanan Pelanggan Pada Pemesanan Makanan Menggunakan Metode Servqual,” Tin Terap. Inform. Nusant., vol. 4, no. 6, pp. 320–329, 2023, doi: 10.47065/tin.v4i6.4612.
[31] V. A. Zeithaml and L. Berry, “The Behavioral Consequences of Service Quality,” J. Mark., vol. 60, no. 2, 1996.
[32] P. K. Chopdar and J. Paul, “The Impact of Brand Transparency of Food Delivery Apps in Interactive Brand Communication,” J. Res. Interact. Mark., vol. 18, no. 2, pp. 238–256, 2023, doi: 10.1108/jrim-12-2022-0368.
[33] B. Burhanudin and R. N. S. Daldiri, “Chinese Ice Cream in Indonesia: Analyzing Halal Brand Image, Halal Brand Loyalty, Halal Brand Trust and Purchase Intention,” J. Gastron. Tour., vol. 10, no. 2, pp. 152–166, 2023, doi: 10.17509/gastur.v10i2.63353.
[34] A. Madun, Y. Kamarulzaman, and N. Abdullah, “The Mediating Role of Consumer Satisfaction in Enhancing Loyalty Towards Malaysian Halal-Certified Food and Beverages,” Ojimf, vol. 2, no. 1, pp. 1–20, 2022, doi: 10.22452/ojimf.vol2no1.1.
[35] A. Nhete, “An Ethics Crisis and Corporate Failure in Food and Beverage Companies. Evidence From Zimbabwe,” Indep. J. Manag. Prod., vol. 13, no. 5, pp. 1133–1151, 2022, doi: 10.14807/ijmp.v13i5.1773.
[36] M. P. Kent, M. Pritchard, C. Mulligan, and L. Remedios, “Normalizing Junk Food: The Frequency and Reach of Posts Related to Food and Beverage Brands on Social Media,” Plos Digit. Heal., vol. 3, no. 10, p. e0000630, 2024, doi: 10.1371/journal.pdig.0000630.
[37] S. F. Goh and W. N. Sari, “Menu Engineering on Food to Increase Revenue at Laku Café, Gading Serpong,” J. Syntax Transform., vol. 4, no. 12, pp. 114–122, 2023, doi: 10.46799/jst.v4i11.861.
[38] N. K. H. Tran, “Enhancing Green Brand Equity Through Environmental Reputation: The Important of Green Brand Image, Green Brand Trust, and Green Brand Loyalty,” Bus. Strateg. Dev., vol. 6, no. 4, pp. 1006–1017, 2023, doi: 10.1002/bsd2.294.
[39] G. Bae, S. Lee, and B.-K. Luan, “The Impact of ESG on Brand Trust and Word of Mouth in Food and Beverage Companies: Focusing on Jeju Island Tourists,” Sustainability, vol. 15, no. 3, p. 2348, 2023, doi: 10.3390/su15032348.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2025 Jurnal Akuntansi, Ekonomi dan Manajemen Bisnis
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
