Faktor Kualitatif Service-Profit Chain dalam Bisnis Franchise Restoran

Ireene Ireene*

Abstract


Understanding the factors that can influence business’ success may contribute to improving the food and beverages business concept, which has a large market potential in Indonesia. The factors that are of concern in this research are qualitative factors, based upon the idea in the service-profit chain theory. Research problem of this article is "what are the qualitative factors that may influence restaurant franchise business? And how do these factors influence the performance of the restaurant franchise business? The discussion of this research elaborates on these qualitative factors, which include external and internal dimensions, namely the business itself and its employees, namely how they provide services, manage their assets, and design their products, as the so-called the 'internal dimension', while factors related to customer psychology are the 'external dimension'. Successful restaurant franchises provide examples on how considering these factors in running their business, may contribute to their success. The service-profit chain theory may be used alongside supporting concepts, to develop the business concept further.

Keywords


Service-profit chain, restoran, franchise, faktor kualitatif, konsep bisnis

Full Text:

PDF

References


Angela, V. F. (2023). Strategi Pengembangan Ekowisata dalam Mendukung Konservasi Alam Danau Tahai. JIM: Jurnal Ilmiah Mahasiswa Pendidikan Sejarah, 8(3), 984–993.

Arksey, H., & O'Malley, L. (2005). Scoping studies: Towards a methodological framework. International Journal of Social Research Methodology, 8(1), 19-32.

Bernazzani, Sophia. (2022). What Is Customer Satisfaction? 5 Reasons It’s Important in Service. Hubspot. https://blog.hubspot.com/service/what-is-customer-satisfaction

Arlina Laras. (2022). Deretan Pengusaha Jaringan Restoran Terbesar di Indonesia. Bisnis.com. https://entrepreneur.bisnis.com/read/20221110/265/1597018/deretan-pengusaha-jaringan-restoran-terbesar-di-indonesia.

Azis, A., Nurasiah, N., Zulfan, Z., Kusnafizal, T., Fahmi, R., & Abdar, Y. (2023). Analysis of Aceh’s Economic Recovery After the Tsunami Disaster and Prolonged Conflict Year, 2005. Riwayat: Educational Journal of History and Humanities, 6(1), 249–261. https://doi.org/10.24815/jr.v6i1.31455

Britannica. (2023). McDonald’s. Encyclopedia Britannica. https://www.britannica.com/topic/McDonalds

Chen, Z., & Yuan, M. (2020). Psychology of Word of mouth marketing. Current Opinion in Psychology, 31, 7-10.

Crawford, Robert. (2015). McDonald’s Restaurants puts motivation and reward at heart of business strategy. Employee Benefits https://employeebenefits.co.uk/issues/june-2015/mcdonalds-restaurants-puts-motivation-and-reward-at-heart-of-business-strategy/

Gelade, G. A., & Young, S. (2005). Test of a service profit chain model in the retail banking sector. Journal of Occupational and Organizational Psychology, 78(1), 1-22.

Goodall, Reece. (2021). The story of McDonald’s. The Boar. https://theboar.org/2021/12/story-of-mcdonalds/

Groenewegen, Astris. (2023). What Is Behavioural Design? SUE Behavioral Design. https://suebehaviouraldesign.com/what-is-behavioural-design/#:~:text=Behavioural%20Design%20is%20a%20systematic,that%20lead%20to%20behavioural%20change.

Hadijah, Siti. (2023). Mie Gacoan: Sejarah, Menu, dan Cara Daftar Franchisenya. Cermati. https://www.cermati.com/artikel/mie-gacoan

Hanneke, R., Asada, Y., Lieberman, L., Neubauer, L. C., & Fagen, M. (2017). The scoping review method: mapping the literature in “structural change” public health interventions. Department of Public Health Scholarship and Creative Works. 94. DOI: http://dx.doi.org/10.4135/9781473999008

Hayes, Adam. (2023). What Is a Franchise, and How Does It Work? Investopedia. https://www.investopedia.com/terms/f/franchise.asp

Indeed Editorial Team. (2022). What Are Qualitative Factors? Indeed. https://www.indeed.com/career-advice/career-development/qualitative-factors#:~:text=Qualitative%20factors%20are%20those%20that,outside%20variables%20can%20affect%20them.

Ismail, I., Putri, R. S., Zulfadhli, Z., Mustofa, A., Musfiana, M., & Hadiyani, R. (2022). Student Motivation to Follow the Student Creativity Program. Riwayat: Educational Journal of History and Humanities, 5(2), 351–360. https://doi.org/10.24815/jr.v5i2.27641

Izquierdo-Yusta, A., Gómez-Cantó, C. M., Martínez-Ruiz, M. P., & Pérez-Villarreal, H. H. (2020). The influence of food values on post–purchase variables at food establishments. British Food Journal, 122(7), 2061-2076.

Kencana, P. N. (2020). The Effect of Price and Service Quality on Customer Satisfaction of

Kotler, P., & Amstrong, G. (2010). Pemasaran. Jakarta: Erlangga.

Kotler, P., & Keller, K. L. (2007). Il marketing del nuovo millennio. Pearson Italia Spa.

Kotler, P., Keller, K. L., Ancarani, F., & Costabile, M. (2014). Marketing Management 14/e. Pearson.

Kusumah, Dadang & Sumardjono, Sumardjono & Darmantyo, Dimas. (2021). Influence of product quality, price, and quality of service to customer satisfaction (study on Resto Solaria Mall Lippo Cikarang). The Management Journal of Binaniaga.

Matitaputty, J. K., & Sopacua, J. (2023). The Effectiveness of the Learning Cycle 5E Learning Model in an Effort to Improve Learning Outcomes of History. JIM: Jurnal Ilmiah Mahasiswa Pendidikan Sejarah, 8(2), 740–747. https://doi.org/10.24815/jimps.v8i2.24816

Muftiana, Sintya Nur. (2021). The Potential FNB Franchise in Indonesia. Medium. https://medium.com/with-bright-indonesia/the-potential-fnb-franchise-in-indonesia-9e0cc4c9c904

Munn, Z., Peters, M. D., Stern, C., Tufanaru, C., McArthur, A., & Aromataris, E. (2018). Systematic review or scoping review? Guidance for authors when choosing between a systematic or scoping review approach. BMC Medical Research Methodology, 18, 1-7.

Patel, P. C., Sahi, G. K., Gupta, M., & Jayaram, J. (2020). Service profit chain and throughput orientation: a manager-employee-customer triad perspective in services. International Journal of Production Research, 58(17), 5196-5217.

Pratiwi, W. N. G., & Wahyono, W. (2023). Pengaruh Pandemi Covid-19 Terhadap Kinerja Keuangan Pada Perusahaan Sub Sektor Industri Makanan Dan Minuman Yang Terdaftar Di Bursa Efek Indonesia Tahun 2018-2021. JIM: Jurnal Ilmiah Mahasiswa Pendidikan Sejarah, 8(3), 1423–1437. https://doi.org/10.24815/jimps.v8i3.25195

PT Huda Express Courier Services at Mcdonald’s Bintaro Restaurant. Jurnal Administrare: Jurnal Pemikiran Ilmiah dan Pendidikan Administrasi Perkantoran Vol. 7, No. 1, hlm 29-38

Ratih Ika Wijayanti. (2022). Kisah Sukses Mie Gacoan, Pamornya Tak Turun Bertahun-tahun. idxchannel.com. https://www.idxchannel.com/inspirator/kisah-sukses-mie-gacoan-pamornya-tak-turun-bertahun-tahun/2

Siddiqi, K. O. (2011). Interrelations between service quality attributes, customer satisfaction and customer loyalty in the retail banking sector in Bangladesh. International journal of business and management, 6(3), 12.

Susanne Mak & Aliki Thomas. (2022). Steps for Conducting a Scoping Review. Journal of Graduate Medical Education. DOI: http://dx.doi.org/10.4300/JGME-D-22-00621.1

Watson, L., & Spence, M. T. (2007). Causes and consequences of emotions on consumer behaviour: A review and integrative cognitive appraisal theory. European Journal of Marketing, 41(5/6), 497-498.

Woodside, A. G., Frey, L. L., & Daly, R. T. (1989). Linking service quality, customer satisfaction, and behavior. Marketing Health Services, 9(4), 5.




DOI: https://doi.org/10.24815/jimps.v8i4.25836

Refbacks

  • There are currently no refbacks.


Creative Commons License
This work is licensed under a Creative Commons Attribution 4.0 International License.

JIMPS: Jurnal Ilmiah Mahasiswa Pendidikan Sejarah indexed by

sinta_logodoaj_logoDimensions_logoCROSSREF_logoROAD_logoPKP_Index_logoGoogle_Scholar_logogaruda_logoonesearch_logoBASE_logoWordcat_logo

___________________________________________________________
JIMPS: Jurnal Ilmiah Mahasiswa Pendidikan Sejarah

E-ISSN 2614-3658
P-ISSN 2964-7231

Published by History Education Department, Faculty of Teacher Training and Education, Universitas Syiah Kuala in collaboration with "Perkumpulan Prodi Pendidikan Sejarah Se- Indonesia"
W :https://jim.unsyiah.ac.id/sejarah
E : jimsejarah@usk.ac.id

This work is licensed under a Creative Commons Attribution-ShareAlike 4.0