The Effect Of Service Quality, Facilities, And Price On Customer Satisfaction  (A Study at 86 Laundry Hybrid Bandar Lampung)

M. Akbar Fikardo; Yuniarti Fihartini

doi:10.63922/ijebir.v5i03.2842

M. Akbar Fikardo Department of Management, Faculty of Economics and Business, Universitas Lampung, Indonesia.
Yuniarti Fihartini Department of Management, Faculty of Economics and Business, Universitas Lampung, Indonesia.

DOI: https://doi.org/10.63922/ijebir.v5i03.2842

Keywords: Service Quality, Facilities, Price, Customer satisfaction, hybrid Laundry

Abstract

The development of the laundry service industry in Indonesia shows an increasing trend in line with changes in people's lifestyles that prioritize practicality and time efficiency. One of the innovations in this sector is the hybrid laundry concept, which combines self-service and full-service systems. This research investigates how pricing, facilities, and service quality influence consumer satisfaction at 86 Laundry Hybrid in Bandar Lampung. Employing a quantitative methodology, the study utilized a purposive sampling strategy to gather data from 145 clients who had experienced the laundry's services at least once within the preceding three months. Questionnaires served as the primary data collection instrument. In this framework, customer satisfaction acted as the dependent variable, while service quality, facilities, and price were designated as the independent variables. Utilizing SPSS version 27.0 for multiple linear regression analysis, the empirical findings reveal that all three independent variables significantly and positively impact customer satisfaction. Consequently, the study concludes that hybrid laundry enterprises can boost client satisfaction by maintaining consistent service standards, providing well-equipped facilities, and implementing strategic pricing.

References

Achmad Daengs, S., Kusdi, S., & Bimo, P. (2023). Repercussion of the Price and the Trust on Brand Switching Through Customer Satisfaction on Indonesian Gadget User. Journal of Marketing and Branding, 8(2), 45–58.

Faeni, R. P., Faeni, D. P., & Kafafi, S. El. (2025). The Influence of Facilities , Service Quality , and Price Perception on Customer Satisfaction at PT . Grab Indonesia. XIV(Ii), 86–98.

Gofur, A. (2019). Pengaruh Harga, Kualitas Produk dan Promosi terhadap Kepuasan Konsumen (Studi Kasus pada Konsumen Kedai Kopi). Jurnal Ekonomi Dan Manajemen, 20(2), 175–186. file:///mnt/data/240-Article Text- 551-1-10-20190810.pdf

Haming, M., Murdifin, I., Rahman, S., & Syaiful, A. (2019). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pada Industri Jasa. Jurnal Ilmu Manajemen, 15(3), 201–220.

Roellyanti, M. V., & Jannah, M. W. (2022). Pengaruh Kualitas Pelayanan dan Fasilitas Ruang Tunggu Terhadap Kepuasan Penumpang di Terminal Domestik Bandar Udara Internasional Juanda Surabaya. Jurnal Kewarganegaraan, 6(1), 307-321.

Khadka, K., & Maharjan, S. (2017). Satisfaction and Customer Loyalty. Centria University of Applied Sciences. https://doi.org/10.4337/9781781955970.00008

Kotler, P., & Keller, K. L. (2016). Marketing Management (15th ed.). Pearson Education.

Samosir, S. A., Budhi, S., & Tjahjono, B. (2024). The Role of Service Quality, Facilities, and Prices on Customer Satisfaction in Indonesia Aviation in the COVID-19 Pandemic. International Journal of Aviation Management, 9(2), 156–175.

Setiyani, U., & Maskur, A. (2022). Pengaruh Presepsi Harga, Kualitas Pelayanan, Atmosphere Cafe Terhadap Kepuasan Pelanggan. Jurnal Ekonomi Dan Bisnis, 11(1), 702–709.

Statista. (2025). Bisnis Laundry Indonesia: Pertumbuhan Tahunan dan Proyeksi Omzet. https://www.statista.com

Tjiptono, F. (2018). Pemasaran Strategis (Ed.2).Andi.

Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (2018). The Behavioral Consequences of Service Quality. Journal of Marketing, 60(2), 31–46.