Systematic Literature Review : Pengaruh Fasilitas dan Kualitas Layanan terhadap Kepuasan Pelanggan pada Koperasi Sekolah

Giska Ayu Firnanda; Putri Ulfa Kamalia

doi:10.61132/moneter.v4i4.2726

Authors

Giska Ayu Firnanda Universitas Negeri Surabaya
Putri Ulfa Kamalia Universitas Negeri Surabaya

DOI:

https://doi.org/10.61132/moneter.v4i4.2726

Keywords:

Customer Satisfaction, Facilities, School Cooperatives, Service Quality, Systematic Literature Review

Abstract

School cooperatives not only serve as providers of student needs but also function as a learning platform for cooperatives, financial management, cooperation, and entrepreneurship. In carrying out their functions, facilities and service quality are aspects that require attention because they are closely related to customer satisfaction. This study aims to review previous research findings on how facilities and service quality influence customer satisfaction and to determine the impact of these two variables. This study employs the Systematic Literature Review (SLR) method following the PRISMA guidelines. Literature was sourced from several platforms—Google Scholar, Garuda, Sinta, and ResearchGate—using the publication criteria of 2021–2026. Following the selection process, 25 relevant articles were identified for analysis and summarized based on their methodology, variables, and research findings. The results indicate that the majority of studies found a positive and significant effect of facilities on customer satisfaction. Service quality, in most studies, was found to have a positive and significant effect on customer satisfaction. Additionally, several studies showed that facilities and service quality jointly influence customer satisfaction levels. However, some studies yielded differing results, suggesting that the effect of facilities may vary depending on the research subject. This review highlights that research specifically addressing the impact of these two variables within the context of school cooperatives remains limited.

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