Analysis of Restaurant Popular Reputation on Customer Satisfaction With Customer Review As A Mediation Variable
DOI:
https://doi.org/10.24256/kharaj.v7i1.6813Keywords:
Reputation, customer satisfaction, customer reviewAbstract
The abstract contains a brief description of the purpose: This study aims to determine the analysis of popular restaurants, reputation, and customer satisfaction with customer reviews in Sukabumi City. This research is motivated by Popular restaurants in Sukabumi facing challenges in maintaining customer satisfaction due to inconsistent food quality, suboptimal service, and mismatch between price and quality. In the midst of fierce competition, restaurant reputation is an important factor in building consumer trust and satisfaction.Methods: Using a quantitative descriptive method using a semantic differential scale-based questionnaire distributed online and directly. The sampling technique used was accidental sampling, distributed to 200 respondents. Data were analyzed using validity and reliability tests, tests and analyses included validity tests, reliability, R-square tests, F-square tests, and hypothesis testing using the bootstrapping method to see the direct and indirect effects between variables using SEM-PLS analysis through SmartPLS 3 software.Results: The study shows that reputation significantly affects customer satisfaction, both directly and through customer reviews as a partial mediator. While the direct effect is stronger, customer reviews still enhance consumer perceptions. The research model is predictive, with valid and reliable indicators, making the findings generalizable.Implications: of this study are that restaurants need to focus on maintaining and improving their reputation through the quality of service, food, and comfort, because this has a direct impact on customer satisfaction. In addition, it is important for restaurants to actively manage and respond to customer reviews, because customer reviews can strengthen the influence of reputation on consumer satisfaction.
References
Adolph, R. (2016). 済無No Title No Title No Title. 7, 1–23.
Ayatulloh & Khairunnisa. (2022). Konsep Dasar Structural Equation Model Partial Least Square (SEM-PLS) Menggunakan SmartPls. InGoogle Drive.
Gabriella, T. P. (2022). Pengaruh Social Media Marketing, Dan E-Wom Terhadap Keputusan Pembelian Melalui Brand Awareness Sebagai Mediasi Pada Kedai Kopi Janji Jiwa Di Surabaya. Jurnal Ilmiah Mahasiswa Manajemen : JUMMA, 11(1), 1–10. https://doi.org/10.33508/jumma.v11i1.3946
Hair, Dkk. (2023). Review of Partial Least Squares Structural Equation Modeling (PLS-SEM) Using R: A Workbook. In Structural Equation Modeling: A Multidisciplinary Journal (Vol. 30, Issue 1). https://doi.org/10.1080/10705511.2022.2108813
Hamid, R. S. (2019). Structural Equation Modeling (SEM) Berbasis Varian. PT Inkubator Penulis Indonesia.
Kamisa, N., Putri, A. D., & Novita, D. (2022). PENGARUH ONLINE CUSTOMER REVIEW DAN ONLINE CUSTOMER RATING TERHADAP KEPERCAYAAN KONSUMEN (Studi kasus: Pengguna Shopee di Bandar Lampung). Journals of Economics and Business, 2(1), 21–29. https://doi.org/10.33365/jeb.v2i1.83
Kock & Hadaya. (2018). Minimum sample size estimation in PLS-SEM: The inverse square root and gamma-exponential methods. Information Systems Journal, 28(1), 227–261.
Lisnawati, L. L., Ramdan, A. M., & Jhoansyah, D. J. (2021). Analysis of Brand Image and Online Consumer Reviews on Consumer Loyalty. E-Mabis: Jurnal Ekonomi Manajemen Dan Bisnis, 22(1), 9–15. https://doi.org/10.29103/e-mabis.v22i1.644
Nasution, I., & Gultom, P. (2023). Pengaruh Media Sosial dengan Kepuasan Pelanggan (Customer Satisfaction) sebagai Variabel Mediasi terhadap Loyalitas Pelanggan (Customer Loyalty) pada Usaha Lamiere Baby, Kid and Mom Care. Neraca Manajemen, Akuntansi Ekonomi, 1(5).
Pradini, R. P., & Wempi, J. A. (2019). Desain Interior Sebagai Medium Komunikasi Nonverbal Restoran Eat Happens Dalam Membentuk Reputasi. PRofesi Humas Jurnal Ilmiah Ilmu Hubungan Masyarakat, 3(2), 177. https://doi.org/10.24198/prh.v3i2.18734
Putri, P. M., & Marlien, R. . (2022). Pengaruh Digital Marketing terhadap Keputusan Pembelian Online. Jesya (Jurnal Ekonomi & Ekonomi Syariah), 5(1), 25–36. https://doi.org/10.36778/jesya.v5i1.510
Ramdan, A. M., Rahayu, A., Wibowo, L. A., & Dirgantari, P. D. (2021). The effect of uniqueness and student’s experience in improving university image: Empirical study at private universities in Indonesia. Management Science Letters, 11, 357–364. https://doi.org/10.5267/j.msl.2020.9.034
Sudirjo, F., Nyoman, I., Sutaguna, T., Silaningsih, E., Akbarina, F., & Yusuf, M. (2023). The Influence Of Social Media Marketing And Brand Awareness On Cafe Yuma Bandung Purchase Decision. The Influence Of Social Media Marketing And Brand Awareness On Cafe Yuma Bandung Purchase Decision, 2(3), 1–10.
Sugiyono. (2015). Metode penelitian pendidikan : Pendekatan kuantitatif, kualitatif, dan R&D / Sugiyono. Bandung: Alfabeta.
Valiatnt, V. (2024). Pengaruh kualitas konten terhadap keputusan pembelian. 8(3), 1–23.
Widianingsih, dkk. (2022). The Analysis of Social Media Marketing in Brand Loyalty to Mobile Network Operator Products with Customer Relationship Management as Mediator Variable Analisis Social Media Marketing Terhadap Brand Loyalty Pada Produk Operator Seluler Dengan Customer Rela. Management Studies and Entrepreneurship Journal, 3(3), 1611–1621.
Mujahidin, Rahmadani, N., & Putri, Q. A. R. (2024). Analysis of the Influence of Religiosity Values In Reducing Consumptive Behavior in Indonesian Muslim Consumers. Amwaluna: Jurnal Ekonomi dan Keuangan Syariah, 8(2), 253-274.
Wulandari, S., Irfan, A., Zakaria, N. B., & Mujahidin. (2024). Survey Study on Fraud Prevention Disclosure Measurement at State Islamic Universities in Indonesia. IQTISHODUNA: Jurnal Ekonomi Islam, 13(1), 327–348. https://doi.org/10.54471/iqtishoduna.v13i1.2305
Sapsuha, M. U., Alwi, Z., Sakka, A. R., & Al-Ayyubi, M. S. (2024). Review of Gold Trading Practices on Credit (non-Cash) Based on Hadith. Al-Kharaj: Journal of Islamic Economic and Business, 6(3).
Majid, N. H. A., Omar, A. M., & Busry, L. H., Mujahidin Reviving Waqf In Higher Education Institutions: A Comparative Review Of Selected Countries. European Proceedings of Social and Behavioural Sciences.
Ishak, I., Putri, Q. A. R., & Sarijuddin, P. (2024). Halal Product Assurance at Traditional Markets in Luwu Raya Based on Halal Supply Chain Traceability. Amwaluna: Jurnal Ekonomi dan Keuangan Syariah, 8(2), 224-240.
K, A. ., Astuti, A. R. T. ., & ., Mujahidin. (2024). The Impact of Word of Mouth and Customer Satisfaction on Purchase Decisions: The Role of Maslahah as an Intervening Variable in the Cosmetic Products Industry in Indonesia. Journal of Ecohumanism, 3(7), 1525–1540. https://doi.org/10.62754/joe.v3i7.4307
Arno, A., & Mujahidin, M. (2024). Enhancing Zakat Management: The Role of Monitoring and Evaluation in the Amil Zakat Agency. Jurnal Economia, 20(3), 397-418. doi:https://doi.org/10.21831/economia.v20i3.53521
Amiruddin, R., Abdullah, M. R., & Noor Bakri, A. (2025). The Influence of e-WOM, Fashion Trends, and Income on the Consumption Style of the Muslim Community in Palopo City: A Quantitative Analysis. El-Qist: Journal of Islamic Economics and Business (JIEB), 14(2), 185–205. https://doi.org/10.15642/elqist.2024.14.2.185-204
Meilany, R., Fasiha, F., & Moalla, M. (2025). The Role of Interest as a Mediator in The Relationship of Knowledge and Islamic Financial Inclusion to The Loyalty Costumers of Non-Muslim. IKONOMIKA, 10(1), 1-24.
Fiqran, M., Mujahidin, M., Bakri, A. N., & Abdulrahman, A. J. A. (2024). Motivation for Waqf in Millennials and Generation Z: Highlighting Religiosity, Literacy and Accessibility. IKONOMIKA, 9(2), 309-332.
Putri, Q. A. R., Fasiha, F., & Rasbi, M. (2024). Affiliate marketing and intention to adopt mudarabah: The mediating role of trust in Islamic financial decision-making. JEMA: Jurnal Ilmiah Bidang Akuntansi Dan Manajemen, 21(2), 337–362. https://doi.org/10.31106/jema.v21i2.23381
Downloads
Published
How to Cite
Issue
Section
Citation Check
License
Copyright (c) 2025 Ulfah Siti Lathiifah, Asep Muhamad Ramdan, Sopyan Saori
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution-ShareAlike 4.0 International License. In line with the license, authors are allowed to share and adapt the material. In addition, the material must be given appropriate credit, provided with a link to the license, and indicated if changes were made. If authors remix, transform or build upon the material, authors must distribute their contributions under the same license as the original.
