The Effect of Canteen Service Quality on Customer Satisfaction among Second-Year Students of Labschool Kebayoran High School
Kata Kunci:
service quality, purchase satisfaction, customer satisfaction, school canteen, studentsAbstrak
Service quality is an important factor influencing purchase satisfaction in school canteens, as it affects students’ comfort, loyalty, and overall purchasing experience. This study aims to analyze the level of service quality and its influence on customer satisfaction among second-year students at the school canteen. The research employed a quantitative approach using a survey method. Data were collected through a structured questionnaire based on service quality and customer satisfaction indicators, and the responses were analyzed using descriptive statistical techniques. The results show that the majority of students perceive the canteen service positively, particularly in terms of staff friendliness, responsiveness, purchasing efficiency, cleanliness, and price suitability. Most respondents also expressed satisfaction with their purchasing experience, indicated by their willingness to continue buying from the canteen and to recommend it to other students. These findings demonstrate that good service quality contributes significantly to students’ purchase satisfaction. In conclusion, improving and maintaining service quality in school canteens plays an essential role in enhancing student satisfaction and supporting a positive school environment. The results of this study can serve as a reference for canteen managers and schools to improve service practices and optimize student satisfaction.
Unduhan
Referensi
A. A. Vărzaru and C. G. Bocean, “Digital Transformation and Innovation: The Influence of Digital Technologies on Turnover from Innovation Activities and Types of Innovation,” Systems, vol. 12, no. 9, p. 359, Sep. 2024, doi: 10.3390/systems12090359.
A. Kurniawan, U. S. Hidayatun, Tasrim, A. Jayanti, E. Septyarini, and T. D. Sudibyo, “Enhancing Customer Loyalty: The Role Of Service Quality In Customer Satisfaction,” Journal of Lifestyle and SDGs Review, vol. 5, no. 2, p. e04412, Jan. 2025, doi: 10.47172/2965-730X.SDGsReview.v5.n02.pe04412.
G. Ngugi and G. Kinyua, “Strategic Responsiveness and Service Delivery: A Critical Review of Literature,” International Journal of Humanity and Social Sciences, vol. 4, no. 3, pp. 33–50, Jul. 2025, doi: 10.47941/ijhss.3022.
P. Kotler and K. L. Keller, Marketing Management , 15th ed. 2016.
SEAMEO, Healthy School Canteen Policies, Programs, and Best Practices in Southeast Asia. 2022.
V. Duy, “Service Quality and Its Impact on Customer Satisfaction,” 2021.
A. Parasuraman, V. Zeithaml, and Berry LL, “SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality,” Journal of Retailing , vol. 64, no. 1, pp. 12–40, 1985.
F. Tjiptono, Service Quality and Customer Satisfaction. Andi Publisher., 2015.
V. A. Zeithaml, M. J. Bitner, and D. D. Gremler, Services Marketing: Integrating Customer Focus Across The Firm, 7th ed. McGraw-Hill Education, 2018.
M. Indrasari, Customer Satisfaction and Service Quality. Unitomo Press, 2019.
H. Herman, “Impact of Service Quality on Customer Satisfaction: A Case Study in Educational Institutions,” ADPEBI International Journal of Business and Social Science, vol. 2, no. 1, pp. 39–45, Apr. 2022, doi: 10.54099/aijbs.v2i1.104.
F. Valentino and S. Ekawati, “Pengaruh Perceived Service Quality dan Perceived Price Fairness terhadap Consumer Loyalty pada Restoran X di Jakarta Barat Melalui Consumer Satisfaction,” Jurnal Manajerial Dan Kewirausahaan, vol. 7, no. 2, pp. 514–525, Apr. 2025, doi: 10.24912/jmk.v7i2.34008.
F. Oktavianto, T. Akbar, and N. Munawaroh, “Pengaruh Quality Product, Quality of Service, dan Prince Fairness terhadap Customer Satisfaction di Cafe Parkir Depan Coffee & Eatery Kota Kediri,” Musytari: Neraca Akuntansi Manajemen, Ekonomi, vol. 22, 2025.
A. Amoozegar, L. J. Xu, M. Falahat, W. Yujiao, and T. Anjum, “Service Quality and Customer Satisfaction using SERVQUAL Model: Restaurant Industry in Malaysia,” International Journal of Innovative Research and Scientific Studies, vol. 8, no. 5, pp. 795–811, Jul. 2025, doi: 10.53894/ijirss.v8i5.8857.
F. Valentino and S. Ekawati, “The Influence of Perceived Service Quality on Customer Satisfaction in The Restaurant Industry,” Jurnal Manajemen dan Kewirausahaan, vol. 27, no. 1, pp. 45–56, 2025.
Wulandari D, “The Effect of Service Quality and Price Fairness on Customer Satisfaction in A Cafe Setting,” Musytari Journal of Management, vol. 4, no. 1, pp. 88–97, 2025.
M. Bagus, “The Effect of Service Quality on Customer Satisfaction Using The SERVQUAL Method in The Coffee Industry,” Produktiva: Journal of Business and Management, vol. 3, no. 2, pp. 112–121, 2024.
S. Ahmed, A. Al Asheq, and A. Pabel, “Service Quality, Customer Satisfaction, and Loyalty in Restaurant Settings: A Systematic Review,” Service Quality, Customer Satisfaction, and Loyalty in Restaurant Settings: A Systematic Review, vol. 6, no. 5, pp. 271–289, 2023.
