Evaluation of Consumer Satisfaction with Microwave Burger Purchases at Lawson Surabaya in Support of SDGs 12
DOI:
https://doi.org/10.32502/jgsa.v6i2.1852Keywords:
microwave burger , convenience store , consumer satisfaction index, SDGs 12Abstract
Changes in urban lifestyles characterized by high mobility and limited time have led to an increase in demand for practical and easily accessible fast food. One popular product is the microwave burger sold at Lawson. The increase in consumption of processed fast food not only affects consumer behavior but is also closely related to the principles of responsible consumption and production as outlined in Sustainable Development Goals (SDGs) 12. This study aims to evaluate customer satisfaction with purchasing microwave burgers at Lawson Surabaya in terms of price, product, ease of obtaining, packaging, packaging design, service and analyze its contribution to the implementation of SDGs 12. A descriptive quantitative approach was used for this study, with 97 respondents selected through sampling using accidental sampling techniques with the characteristics of respondents who have consumed burgers and are above 17 years old. Data analysis was carried out using the Customer satisfaction Index (CSI) after conducting validity and reliability tests. The results showed a CSI value of 83.984%, which is included in the "very satisfied" category. The elements that most influence customer satisfaction are appropriate portion size, product quality, accessibility, and service. These findings suggest that Lawson's microwaveable burgers meet urban consumer expectations and have the potential to reduce food waste and create more efficient consumption patterns
References
Anggun, M. F., Febriamansyah, R., and Budiman, C. 2023. “Analisis Tingkat Kepuasan Konsumen terhadap Roti Ohayo Bakery Di Kota Padang”. JOSETA Journal of Socio-Economics on Tropical Agriculture. 4(1): 1–10. https://doi.org/10.25077/joseta.v4i1.434
Arfiani Bahar, H. S. 2022. “Pengaruh Kualitas Produk dan Kualitas Pelayanan terhadap Kepuasan Konsumen dan Minat Beli Ulang di Kedai Yoko”. Jurnal Daya Saing. 8(1): 56–61.
Arliyah, R. S., and Vania, A. 2025. “Pengaruh Kepuasan Konsumen dan Pengalaman Pelanggan terhadap Loyalitas Pelanggan dengan Minat Beli Ulang sebagai Variable Intervening”. Kompeten: Jurnal Ilmiah Ekonomi dan Bisnis. 3(4): 1045–1054. https://doi.org/10.57141/kompeten.v3i4.159
Aziz, Y.A and Chok, N.V 2013. “The Role of Halal Awareness, Halal Certification and Marketing Components in Determining Halal Purchase Intention Among Non Muslims in Malaysia”. Journal of International food and Agribusiness Marketing. 25 (1): 1-25.
Iswahyudi, M. S., Budaya, I., Purwoko, P., Riswanto, A., Lestari, A. A., Widawati, E., and Lova, A. N. 2023. “Manajemen Pemasaran: Strategi dan Praktek yang Efektif”. PT. Sonpedia Publishing Indonesia.
Jentrasaswin, G. P., Wiranatha, A. A. P. A. S., and Satriawan, I. K. 2018. “Analisis Tingkat Kepuasan Konsumen terhadap Kualitas Produk dan Kualitas Pelayanan di Restoran Cepat Saji Mcdonald’s Cabang Robinson, Denpasar”. Jurnal Rekayasa dan Manajemen Agroindustri. 6(2): 125.
Juhaini, J., and Saputra, Y. 2025. “Hubungan Antara Pola Konsumsi Makanan Cepat Saji dengan Obesitas pada Remaja di Kota Praya”. Journal of Medical and Health Sciences. 1(1): 16–20. https://doi.org/10.71094/jmhs.v1i1.107
Kotler, P., and Armstrong, G. 2016. “Prinsip-prinsip Manajemen”. Edisi 14. Jilid 1. Jakarta: Erlangga.
Lestari, R. D., Widayanti, S., and Wijayati, P. D. 2025. “Pengaruh Harga, Kualitas Produk, Citra Merek, dan Kemasan terhadap Keputusan Pembelian Beras BULOG SPHP di Kota Surabaya”. Jurnal AGROSAINS dan TEKNOLOGI. 10(1): 11–19. https://doi.org/10.24853/jat.v10i1.26775
Mantira, R., Julmi, P., Isfiani, R. A., Haryanti, P., Fitria, S. D., Irmawan, B., Mulyono, H., Yossinomita, Y., Ilmu, F., and Bangsa, U. D. 2026. “Pola Konsumsi dan Kepuasan Konsumen Mi Instan Indomie : Studi di Kota Jambi”. JUMANAGE: Jurnal Ilmiah Manajemen dan Keiwrausahaan. 5(1): 648–656.
Marliana, L. 2024. “Analisis Pengaruh Kualitas Pelayanan terhadap Minat Beli dan Kepuasan Konsumen”. JIBAKU: Jurnal Ilmiah Bisnis, Manajemen dan Akuntansi. 4(1): 19–27.
Naing, L., Nordin, R. B., Rahman, H. A., and Naing, Y. T. 2022. “Sample Size Calculation for Prevalence Studies Using Statistical Methods”. BMC Medical Research Methodology. 22(209).
Nazibudin, N. A., Sabri, S. A. M., and Manaf, L. A. 2025. “Aligning with Sustainable Development Goals (SDG) 12: A Systematic Review of Food Waste Generation in Malaysia. Cleaner Waste Systems”. 10(July 2024), 100205. https://doi.org/10.1016/j.clwas.2025.100205
Nurainy, F., Rangga, A., and Prayoga, M. R. 2019. “Perilaku dan Kepuasan Konsumen Mahasiswa Universitas Lampung terhadap Makanan Cepat Saji Menu Utama Ayam Bakar”. Jurnal Teknologi & Industri Hasil Pertanian. 24(2 SE-Articles), 77–88. https://doi.org/10.23960/jtihp.v24i2.77-88
Nur Isnawati, F. 2020. “Jurnal Riset Ekonomi dan Bisnis”. Jurnal Ilmiah. 16(1): 100–110.
Scapin, T., Romaniuk, H., Feeley, A., Corrêa, K. P., Kupka, R., Gomez Donoso, C., Orellana, L., Gupta, A., Sacks, G., and Cameron, A. J. 2025. “Global Food Retail Environments are Increasingly Dominated by Large Chains and Linked to the Rising Prevalence of Obesity”. Nature Food. 6(3): 283–295.
Sidebang, I. O., Mukson, M., dan Budiraharjo, K. 2021. “Analisis Kepuasan Konsumen terhadap Kualitas Produk dan Pelayanan di The Farmhill Kota Semarang”. Agroland: Jurnal Ilmu-Ilmu Pertanian. 28(2): 177–185. https://doi.org/10.22487/agrolandnasional.v28i2.942
Tampubolon, E. L. B., and Purba, T. 2023. “Pengaruh Customer Perception dan Store Atmosphere terhadap Keputusan Pembelian di Minimarket Alvaro”. ECo-Buss. 6(1): 92–105. https://doi.org/10.32877/eb.v6i1.65
Ufrida, K., and Harianto, S. 2022. “Consumerism Ready-To-Eat Food as a Lifestyle for Teenagers in Surabaya: a Case Study of Students of Muhammadiyah High School 4 Surabaya City”. Jurnal Analisa Sosiologi Januari. 11(1): 137–156.
Winarsih, R., Mandey, S. L., and Wenas, R. S. 2022. “Pengaruh Persepsi Harga, Kualitas Makanan, dan Store Atmosphere terhadap Keputusan Pembelian Konsumen pada Dabu - Dabu Lemong Resto dan Coffee Kawasan Megamas di Manado”. Jurnal EMBA : Jurnal Riset Ekonomi, Manajemen, Bisnis dan Akuntansi. 10(3): 388.
Downloads
Published
Issue
Section
License
Copyright (c) 2026 Journal of Global Sustainable Agriculture
This work is licensed under a Creative Commons Attribution 4.0 International License.
