Proceeding Kilisuci International Conference on Economic and Business 


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e-ISSN: 2987-5838
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  • Servicecape Integration in Consumer Satisfaction Modeling Based on Price and Service Quality on Kalenan Cafe & Resto Nganjuk

    Rahmadhani Oliviana Putri Universitas Nusantara PGRI Kediri Indonesia , Amin Tohari Universitas Nusantara PGRI Kediri Indonesia

    Research Aim : This study aims to analyze the effect of price and service
    quality on customer satisfaction and to examine the moderating role of
    servicescape in the relationship between price, service quality, and
    customer satisfaction at Kalenan Cafe & Resto Nganjuk.
    Design/Method/Approach : This research employs an explanatory
    quantitative approach using a survey method. Primary data were
    collected through questionnaires distributed to customers who had
    visited Kalenan Cafe & Resto Nganjuk. The sampling technique used
    was purposive sampling. Data were analyzed using Structural Equation
    Modeling–Partial Least Squares (SEM-PLS) with SmartPLS version
    4.1.0.9 to test direct and moderating effects.
    Research Finding : The results indicate that price has a positive and
    significant effect on customer satisfaction (β = 0.254; p = 0.008), and
    service quality has a stronger positive and significant effect on customer
    satisfaction (β = 0.392; p = 0.000). Servicescape does not moderate the
    relationship between price and customer satisfaction (p = 0.123), but it
    significantly moderates the relationship between service quality and
    customer satisfaction (β = 0.201; p = 0.049). The model explains 51.2%
    of the variance in customer satisfaction.
    Theoretical contribution/Originality : This study contributes to
    service marketing literature by positioning servicescape as a moderating
    variable rather than solely as an independent variable. The originality lies
    in examining the moderating role of servicescape within a local café
    context that emphasizes a nature-based experience, which has been
    relatively underexplored in previous studies.
    Practitioner/Policy implication : The findings suggest that café
    managers should prioritize improving service quality supported by a
    well-managed servicescape to enhance customer satisfaction. Pricing
    strategies should remain fair and transparent, as servicescape alone
    cannot offset negative price perceptions

    Pages: 96-112
    Published: 2026-04-29
    DOI: https://doi.org/10.29407/49qgw869
    Views: 254 Downloads: 63
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Template

TEMPLATE | Jurnal Bersama Ilmu Ekonomi (EKONOM)

speaker

SPEAKER

 

commitee

Commitee :

Chairman of the committee  : Dr. Dian Kusumaningtyas
Secretary                                     :
Erna Puspita, M.Ak.
Treasurer                                     : Dr. Ismayantika Dyah Puspasari, M.B.A.
PR                                                  : Ike Cindia, M.M.
Call for Papers                           : Dr. Diah Ayu Septi Fauji, M.M.

reviewer

REVIEWER

Dr. Muhammad Ridwan Tony Lim Abdullah (University Teknology Petronas Malaysia)

Dr. Paya Y.C. HSU (Vietnam)

Dr. Pan Weihwa (National Yunlin University of Science and Technology Taiwan)

Dr. Subagyo, M.M. (Universitas Nusantara PGRI Kediri)

 

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Fakultas Ekonomi dan Bisnis
Universitas Nusantara PGRI Kediri
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Website: https://proceeding.unpkediri.ac.id/index.php/kilisuci
 
E-ISSN :  2987-5838
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