PENGARUH MANAJEMEN ANTRIAN, KUALITAS LAYANAN, DAN SISTEM PEMESANAN DIGITAL TERHADAP KEPUASAN PELANGGAN PADA WAROENG MAKAN BEBEK LALADA PERUMNAS 3
DOI:
https://doi.org/10.61722/jaem.v3i3.12291Keywords:
Queue Management, Service Quality, Digital Ordering System, Customer Satisfaction, Partial Least Square (PLS)Abstract
This study aims to determine and analyze the influence of queue management, service quality, and digital ordering systems on customer satisfaction at Waroeng Makan Bebek Lalada Perumnas 3. Data analysis was performed using the Partial Least Square Structural Equation Modeling (PLS-SEM) method with SmartPLS 4.0 software. The results show that queue management does not have a positive and significant effect on customer satisfaction, with a coefficient value of 0.042 and a P-value of 0.664. Service quality also does not have a positive and significant effect on customer satisfaction, with a coefficient value of 0.080 and a P-value of 0.415. Meanwhile, the digital ordering system has a positive and significant effect on customer satisfaction, with a coefficient value of 0.819 and a P-value of 0.000. The R-square value of 0.805 indicates that the research model is able to explain 80.5% of the variation in customer satisfaction. It can be concluded that of the three variables studied, only the digital ordering system was proven to have a significant effect in increasing customer satisfaction at Waroeng Makan Bebek Lalada Perumnas 3.
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