The Mediating Role of Service Quality in the Relationship Between Environment and Price on Customer Satisfaction

https://doi.org/10.36441/jamr.v5i2.3282

Authors

  • Novi Satria Jatmiko STIE Madani Balkpapan
  • Faradina Aulia Jayanti Sa’diyah Management Study Program, STIE Madani Balikpapan, Indonesia

Keywords:

Service Quality, Environment; Price, Customer Satisfaction, SEM-PLS

Abstract

This study aims to analyze the role of service quality mediation in the relationship between environment and price to customer satisfaction at Hotel Budiman Balikpapan. The method used is quantitative with the Structural Equation Modeling-Partial Least Squares (SEM-PLS) approach. Data was obtained through a questionnaire with a 5-point Likert scale, then analyzed using SmartPLS. The results of the study show that the environment does not have a significant effect on customer satisfaction either directly or indirectly through the quality of service. On the other hand, price is proven to have no significant effect directly on customer satisfaction, but has a significant effect indirectly through the quality of service. In addition, service quality has a significant effect on customer satisfaction and acts as a full mediator on the relationship between price and customer satisfaction. These findings confirm that customers judge prices based on their suitability with the quality of service received, so improving service quality is a key factor in creating customer satisfaction. This research contributes to strengthening the literature on the mechanism of customer satisfaction formation and provides practical implications for hotel management to focus more on improving service quality strategies.

References

Adawia, P. R., Azizah, A., Endriastuty, Y., & Sugandhi, S. (2020). Pengaruh Kualitas Pelayanan dan Fasilitas Terhadap Kepuasan Konsumen Kereta Api. Sebatik, 24(1), 87–95.

An Nasher, F. A., Emilisa, N., & Juandra, D. (2023). Anteseden Job Performance Karyawan Perhotelan Bintang 3 dan Bintang 4 di Jakarta Barat. Jurnal Ilmiah Universitas Batanghari Jambi, 23(1), 362. https://doi.org/10.33087/jiubj.v23i1.3224

Anam, M. S., Nadila, D. L., Anindita, T. A., & Rosia, R. (2021). Pengaruh Kualitas Produk , Harga dan Brand Image terhadap Keputusan Pembelian Produk Hand and Body Lotion Merek Citra ( Studi Kasus pada Mahasiswa IAIN Salatiga ). Muhammad Syariful Anam., 4(1), 120–136.

Andi, A., & Ran, Y. (2025). The Impact of Tourism Environment Fit on Tourists’ Psychological Recovery: The Mediating Effect of Perceived Value on Place Attachment. International Journal of Social Science and Human Research, 08(01), 382–394. https://doi.org/10.47191/ijsshr/v8-i1-47

Apriani, P., & MH Nainggolan, B. (2022). Pengaruh Kualitas Pelayanan, Persepsi Harga dan Promosi Terhadap Keputusan Menginap di Morrissey Hotal Jakarta. SIBATIK JOURNAL: Jurnal Ilmiah Bidang Sosial, Ekonomi, Budaya, Teknologi, Dan Pendidikan, 1(11), 2445–2456. https://doi.org/10.54443/sibatik.v1i11.370

Arifin, S. R., & Merdekawati, E. G. (2020). Tanggapan Mahasiswa terhadap Pemanfaatan Google Classroom sebagai Media Pembelajaran Online. Jurnal Sistem Dan Teknologi Informasi (Justin), 8(3), 278. https://doi.org/10.26418/justin.v8i3.40007

Aryaningtyas, A. T., Maria Th, A. D., & Aprilliyani, R. (2020). Meningkatkan Kreativitas Kinerja Karyawan Hotel: Dukungan Kepribadian, Emosional, dan Lingkungan. J-MAS (Jurnal Manajemen Dan Sains), 5(1), 136. https://doi.org/10.33087/jmas.v5i1.161

Bilqis, L. D. R., Taviprawati, E., & Ciu, P. Y. (2024). Pengaruh Kualitas Pelayanan dan Electronic Word of Mouth Terhadap Keputusan Pembelian di Hotel Ra Suite Simatupang. Jurnal Ilmiah Pariwisata, 29(3), 264. https://jurnalpariwisata.iptrisakti.ac.id/index.php/JIP/article/view/1828

Cahyani, I., Rahmawati, & Milwan. (2021). Effect of Reward, Work Environment, and Motivation towards Performance of the Millennial Generation in the Central Bureau of Statistics of East Kalimantan Province. Jurnal Organisasi Dan Manajemen, 17(1), 67–77. https://doi.org/10.33830/jom.v17i1.1065.2021

David, S. E., & Juwita, R. (2023). Dampak Kualitas Produk, Kualitas Pelayanan, Harga Terhadap Kepuasan Pelanggan Supermarket Diamond Palembang. MDP Student Conference, 2(2), 365–370. https://doi.org/10.35957/mdp-sc.v2i2.4263

Dewi, M. P. (2020). Pengaruh Persepsi Harga dan Kualitas Pelayanan terhadap Loyalitas Pelanggan Dimediasi Kepuasan Konsumen Pada RM. Wongsolo Malang. IQTISHODUNA, 16(2), 167–190. https://doi.org/10.18860/iq.v16i2.9242

Dharmawan, V., & Rachmaniyah, N. (2020). Kajian Perilaku Sehat Pelanggan Restoran di saat Pandemi Studi Kasus : Restoran Cepat Saji di Surabaya. Jurnal Desain Interior, 5(2), 53. https://doi.org/10.12962/j12345678.v5i2.7833

Gemina, D., Adawiyah, S. R., & Yulianingsih, Y. (2023). Kepuasan Pelanggan Memediasi Kualitas Pelayanan dan Harga Terhadap Loyalitas Pelanggan. Journal of Management and Bussines (JOMB), 5(2), 1469–1483. https://doi.org/10.31539/jomb.v5i2.6860

George‐Chacón, S. P., Mas, J. F., Dupuy, J. M., Castillo‐Santiago, M. A., & Hernández‐Stefanoni, J. L. (2022). Mapping the spatial distribution of stand age and aboveground biomass from Landsat time series analyses of forest cover loss in tropical dry forests. Remote Sensing in Ecology and Conservation, 8(3), 347–361. https://doi.org/10.1002/rse2.247

Hair, J., & Alamer, A. (2022). Partial Least Squares Structural Equation Modeling (PLS-SEM) in second language and education research: Guidelines using an applied example. Research Methods in Applied Linguistics, 1(3), 1–16. https://doi.org/10.1016/j.rmal.2022.100027

Hariadi, S. D., Relawati, R., & Baroh, I. (2021). Pengaruh Kualitas Produk dan Harga Terhadap Keputusan Pembelian Sayur Organik di “Orgo Organic Farm” Kota Malang. Jurnal Dinamika Sosial Ekonomi, 22(2), 194. https://doi.org/10.31315/jdse.v22i2.6428

Haryono, J., & Wicaksono, H. (2022). Pengaruh Kualitas Layanan dan Harga terhadap Niat Beli pada Horison Hotel Ciledug. Jurnal Manajemen Perhotelan Dan Pariwisata, 4(2), 110–114. https://doi.org/10.23887/jmpp.v4i2.44075

Hilman, M. N., & Kristiawan, A. (2023). Analisa Citra Merek dan Potongan Harga Terhadap Minat Menginap di The Trans Luxury Hotel Bandung. JMBI UNSRAT (Jurnal Ilmiah Manajemen Bisnis Dan Inovasi Universitas Sam Ratulangi)., 10(3), 2598–2609. https://doi.org/10.35794/jmbi.v10i3.54241

Islami, M. D. P., & Nugroho, D. A. (2022). Pengaruh Brand Image, Perceived Quality Dan Perceived Price Pada Keputusan Pembelian Produk Hypebeast Merek Nike. Jurnal Manajemen Pemasaran Dan Perilaku Konsumen, 01(2), 211–218. https://jmppk.ub.ac.id/index.php/jmppk/article/view/34

Jatmiko, N. S., & Adrilah, R. A. (2024). Promotion As An Intervening Product, Price And Location To Improve Consumer Purchase Decisions Of The Siska Chic Mask Online Store. Master: Jurnal Manajemen Dan Bisnis Terapan, 4(2), 147–165. https://doi.org/10.30595/jmbt.v4i2.24293

Jatmiko, N. S., & Nurhalimah, S. (2025). The Work Environment as an Intervening Variable Between Compensation and Work Facilities on Job Satisfaction at PT Telkom Akses Balikpapan. Journal of Applied Management Research, 5(1), 1–10. https://doi.org/10.70076/simj.v2i1.57

Juliana, J., Tanujaya, T., & Nathaniel, N. (2021). Analisis Pengaruh Kualitas Pelayanan Hotel dan Fasilitas Hotel Terhadap Kepuasan Pelanggan. JUDICIOUS, 2(1), 1–10. https://doi.org/10.37010/jdc.v2i1.197

Leke, R. M., Welsa, H., & Cahya, A. D. (2023). Pengaruh Citra Merek dan Harga terhadap Loyalitas Pelanggan Indomie Goreng dengan Kepuasan sebagai Variabel Intervening. J-MAS (Jurnal Manajemen Dan Sains), 8(1), 352. https://doi.org/10.33087/jmas.v8i1.1007

Mella, R., & Hulu, M. (2023). Pengaruh Kualitas Layanan, Fasilitas dan Lokasi terhadap Keputusan Menginap Tamu di Pade Hotel Aceh Besar. Bulletin of Community Engagement, 3(2), 193. https://doi.org/10.51278/bce.v3i2.876

Melza, C. M., & Widarta, W. (2024). Pengaruh Kualitas Produk Dan Harga Terhadap Minat Pembelian Ulang Hasil Hutan Kayu (HHK) Dengan Keputusan Pembelian Melalui E-Commerce Toko Perhutani Sebagai Variabel Intervening Pada Kesatuan Bisnis Mandiri (KBM) Perum Perhutani Divisi Regional Jawa Teng. Jurnal Akuntansi, Manajemen, Dan Perencanaan Kebijakan, 1(4), 19. https://doi.org/10.47134/jampk.v1i4.327

Muriyatmoko, D. (2018). Analisa Volume Terhadap Sitasi Menggunakan Regresi Linier Pada Jurnal Bereputasi di Indonesia. Jurnal Ilmiah Simantec, 6(3), 129–134. https://journal.trunojoyo.ac.id/simantec/article/view/4406/3031

Nurrahman, A., Eldine, A., & Muniroh, L. (2020). Pengaruh Persepsi Harga dan Kualitas Pelayanan Terhadap Kepuasan Konsumen. Manager : Jurnal Ilmu Manajemen, 2(4), 575. https://doi.org/10.32832/manager.v2i4.3814

Ratnasari, A., & Marfu, A. (2023). Process Business And External Environment In Mattering Service Quality: The Moderator of Knowledge Management. International Journal of Current Science Research and Review, 06(07), 4948–4956. https://doi.org/10.47191/ijcsrr/V6-i7-111

Sahayati, S., Raharusun, N. Y., & Susanto, N. (2022). Hubungan Pengetahuan dengan Praktik Kebersihan Perorangan Remaja di Asrama Tahun 2020. Buletin Keslingmas, 41(4), 181–185. https://doi.org/10.31983/keslingmas.v41i4.9414

Saodin, S. (2021). Pengaruh E-Servqual Terhadap E-Satisfaction, E-Wom Dan Online Repurchase Intention. Jurnal Ilmiah Ekonomi Manajemen: Jurnal Ilmiah Multi Science, 12(1), 15–30. https://doi.org/10.52657/jiem.v12i1.1450

Soleh, M. (2023). Kepemimpinan Kewirausahaan dan Inovasi Terhadap Organisasi Pembelajaran dan Kinerja Organisasi Dimoderasi Gender pada Hotel Bintang Empat di Jawa Timur. BALANCE: Economic, Business, Management and Accounting Journal, 20(2). https://doi.org/10.30651/blc.v20i2.19670

Trisna, Y., & Zuraidah, E. (2022). Penerapan Metode Kuantitatif untuk Mengetahui Peningkatan Kepuasan Customer Pada E-Commerce Tokopedia PT Lerys Pet. Bulletin of Computer Science Research, 2(3), 66–72. https://doi.org/10.47065/bulletincsr.v2i3.166

Ul Haq, H. F. D., Suparti, S., & Hakim, A. R. (2024). Analisis Kepuasan Terhadap Layanan Aplikasi Doltinuku Dengan Menggunakan Metode Structural Equation Modeling-Partial Least Square (Sem-Pls). Jurnal Gaussian, 12(4), 605–615. https://doi.org/10.14710/j.gauss.12.4.605-615

Valencia, D., & Layman, C. V. (2021). E-Wallet Service Innovation, Service Delivery, and Customer Satisfaction on Customer Loyalty Within Shopeepay in Indonesia. Ultima Management : Jurnal Ilmu Manajemen, 13(1), 23–46. https://doi.org/10.31937/manajemen.v13i1.1929

Zazilah, A. N., Hidayati, S., & Isnaeni, F. (2023). Analisis Dampak Daya Tarik Wisata Menggunakan Partial Least Square Structural Equation Modeling (Pls-Sem). EduMatSains : Jurnal Pendidikan, Matematika Dan Sains, 8(1), 72–81. https://doi.org/10.33541/edumatsains.v8i1.4776

Published

2025-12-21

Issue

Vol. 5 No. 2 (2025)

Section

Articles
Copyright & Licensing

Authors who publish with this journal agree to the following terms:

  • Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Lisensi Creative Commons Atribution-ShareAlike 4.0 Internasional. that allows others to share the work with an acknowledgement of the works authorship and initial publication in this journal.
  • Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journals published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.
  • Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work (See The Effect of Open Access).