Food Quality, Price Fairness, and Service Quality as Drivers of WoM Intention through Customer Satisfaction on Mie Gacoan in Indonesia
The F&B industry faces intense competition, with the Business Competition Index reaching 4.91% (Komisi Pengawas Persaingan Usaha, 2024). Strategies in food quality, price fairness, and service quality are key to competitive advantage, especially for Gacoan Noodles as the market leader in spicy n...
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| Format: | Article |
| Language: | English |
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Department of Business Administration, Diponegoro University
2025-04-01
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| Series: | Jurnal Administrasi Bisnis |
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| Online Access: | https://ejournal.undip.ac.id/index.php/janis/article/view/69527 |
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| author | Farah Adnina Rasya Safira Ishamiyya Silvia Rahma Dewi |
| author_facet | Farah Adnina Rasya Safira Ishamiyya Silvia Rahma Dewi |
| author_sort | Farah Adnina |
| collection | DOAJ |
| description | The F&B industry faces intense competition, with the Business Competition Index reaching 4.91% (Komisi Pengawas Persaingan Usaha, 2024). Strategies in food quality, price fairness, and service quality are key to competitive advantage, especially for Gacoan Noodles as the market leader in spicy noodles. This study analyzes the effect of food quality, price fairness, and service quality on customer satisfaction and its impact on word-of-mouth (WoM) intentions, with customer satisfaction as a mediating variable. The respondents of this study were 177 customers of Mie Gacoan. The data were analyzed using the Partial Least Squares (PLS) method with SmartPLS version 3. The results showed that food quality, price fairness, and service quality have a positive and significant effect on customer satisfaction. Customer satisfaction also mediates the relationship of the three variables with WoM intention. The practical implication of this study is that Mie Gacoan needs to improve food quality, set fair prices, and optimize services to increase customer satisfaction and encourage positive WoM. Future research is suggested to expand the sample coverage by comparing similar restaurants and considering other factors such as customer experience and involvement in online communities. |
| format | Article |
| id | doaj-art-b9e96c114cb14b2aa4719eead96f5159 |
| institution | Kabale University |
| issn | 2252-3294 2548-4923 |
| language | English |
| publishDate | 2025-04-01 |
| publisher | Department of Business Administration, Diponegoro University |
| record_format | Article |
| series | Jurnal Administrasi Bisnis |
| spelling | doaj-art-b9e96c114cb14b2aa4719eead96f51592025-08-20T03:53:02ZengDepartment of Business Administration, Diponegoro UniversityJurnal Administrasi Bisnis2252-32942548-49232025-04-01141657810.14710/jab.v14i1.6952725679Food Quality, Price Fairness, and Service Quality as Drivers of WoM Intention through Customer Satisfaction on Mie Gacoan in IndonesiaFarah Adnina0Rasya Safira Ishamiyya1Silvia Rahma Dewi2Business Administration, Faculty of Administrative Science, Brawijaya University, IndonesiaBusiness Administration, Faculty of Administrative Science, Brawijaya University, IndonesiaBusiness Administration, Faculty of Administrative Science, Brawijaya University, IndonesiaThe F&B industry faces intense competition, with the Business Competition Index reaching 4.91% (Komisi Pengawas Persaingan Usaha, 2024). Strategies in food quality, price fairness, and service quality are key to competitive advantage, especially for Gacoan Noodles as the market leader in spicy noodles. This study analyzes the effect of food quality, price fairness, and service quality on customer satisfaction and its impact on word-of-mouth (WoM) intentions, with customer satisfaction as a mediating variable. The respondents of this study were 177 customers of Mie Gacoan. The data were analyzed using the Partial Least Squares (PLS) method with SmartPLS version 3. The results showed that food quality, price fairness, and service quality have a positive and significant effect on customer satisfaction. Customer satisfaction also mediates the relationship of the three variables with WoM intention. The practical implication of this study is that Mie Gacoan needs to improve food quality, set fair prices, and optimize services to increase customer satisfaction and encourage positive WoM. Future research is suggested to expand the sample coverage by comparing similar restaurants and considering other factors such as customer experience and involvement in online communities.https://ejournal.undip.ac.id/index.php/janis/article/view/69527customer satisfactionfood qualitymie gacoanprice fairnessservice qualitywom intention |
| spellingShingle | Farah Adnina Rasya Safira Ishamiyya Silvia Rahma Dewi Food Quality, Price Fairness, and Service Quality as Drivers of WoM Intention through Customer Satisfaction on Mie Gacoan in Indonesia Jurnal Administrasi Bisnis customer satisfaction food quality mie gacoan price fairness service quality wom intention |
| title | Food Quality, Price Fairness, and Service Quality as Drivers of WoM Intention through Customer Satisfaction on Mie Gacoan in Indonesia |
| title_full | Food Quality, Price Fairness, and Service Quality as Drivers of WoM Intention through Customer Satisfaction on Mie Gacoan in Indonesia |
| title_fullStr | Food Quality, Price Fairness, and Service Quality as Drivers of WoM Intention through Customer Satisfaction on Mie Gacoan in Indonesia |
| title_full_unstemmed | Food Quality, Price Fairness, and Service Quality as Drivers of WoM Intention through Customer Satisfaction on Mie Gacoan in Indonesia |
| title_short | Food Quality, Price Fairness, and Service Quality as Drivers of WoM Intention through Customer Satisfaction on Mie Gacoan in Indonesia |
| title_sort | food quality price fairness and service quality as drivers of wom intention through customer satisfaction on mie gacoan in indonesia |
| topic | customer satisfaction food quality mie gacoan price fairness service quality wom intention |
| url | https://ejournal.undip.ac.id/index.php/janis/article/view/69527 |
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