PENGARUH HARGA, KUALITAS LAYANAN DAN PROGRAM PROMOSI TERHADAP KEPUTUSAN PEMBELIAN BERKELANJUTAN

This study examined the effect of price, service quality and promotion on sustainablepurchasing decisions. The sample used was 60 respondents with the criteria ofrespondents who used Mamochi products in Yogyakarta. The data was collected usingnon probability sampling method with purposive sampling technique. The results of thevalidity test with the Pearson correlation criteria> 0.254 (r table), showed that all indicatorswere valid, as well as the reliability test with Cronbach's alpha> 0.6. The results of themediation test show that consumer satisfaction mediates the effect of price on repurchasedecisions, while the quality of service and promotion programs have an effect onrepurchase decisions not mediated by customer satisfaction. As for partial testing of pricevariables, service quality has an effect on satisfaction, while promotion has no effect.Likewise, the variables of price, promotion and customer satisfaction have an effect on repurchasedecisions, while service quality has no effect on re-purchase decisions. For thesimultaneous test results, price variables, service quality and promotion have an effect oncustomer satisfaction.

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KEPUASAN KONSUMEN DITINJAU DARI KUALITAS PELAYANAN, STORE ATMOSPHERE DAN PROMOSI DI RUMAH MAKAN PONDOK JOWI SOLO

JURNAL ILMIAH EDUNOMIKA ◽

10.29040/jie.v4i02.1220 ◽

2020 ◽

Vol 4 (02) ◽

Author(s):

Shofia Zulfa Amalina ◽

Sri Hartono ◽

Ratna Damayanti

Keyword(s):

Quality Of Service ◽

Data Collection ◽

Customer Satisfaction ◽

Service Quality ◽

Consumer Satisfaction ◽

Sampling Technique ◽

Likert Scale ◽

The Relationship

The purpose of this study was to analyze the effect of whether or not the quality of service, store atmosphere and promotion of consumer satisfaction at Pondok Jowi Restaurant Solo. The population in this study were consumers of Pondok Jowi Solo Restaurant in January 2020 at May 2020 with a total of 14,030 people. The sampling techniquemismpurposive samplingm which is a sampling technique with certain considerations by taking 100 respondents. Data collection uses a Likert scale questionnaire to measure respondents' answers to identify the relationship between service quality, store atmosphere and promotion of customer satisfaction. The results show that service quality, store atmosphere and promotion have a simultaneous and significant effect on customer satisfaction, servicei quality has assignificant effect on customer satisfaction, store atmosphere has a significant effect on customer satisfaction, and promotion has significant effect on customer satisfaction. Keywords: Service quality, Store atmosphere, Promotion, Consumer satisfaction

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Application of the Servqual Method and the Kano Model as Measurement of Service Quality towards Customer Satisfaction in Senyum Media Bondowoso

International Journal of Business, Technology and Organizational Behavior (IJBTOB) ◽

10.52218/ijbtob.v1i4.121 ◽

2021 ◽

Vol 1 (4) ◽

pp. 324-331

Author(s):

Firrizqi Satria Wibawa ◽

Nurul Qomariah ◽

Yusron Rozzaid

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Consumer Satisfaction ◽

Quantitative Research ◽

Sampling Technique ◽

Kano Model ◽

Average Value ◽

Level Of Satisfaction ◽

Research Show

This research aims to analyze the level of customer satisfaction to services and explain the factors that must be prioritized in order to meet consumer expectations in Senyum Media Bondowoso. The method used is quantitative research with the Servqual method and the Kano model. The population of this research is all the customers of the Senyum Media Bondowoso store and the samples used are 150 samples using the Purposive Sampling technique. The results of the research show that the quality of service in CV. Senyumindo Mediatama Bondowoso is not in accordance with what is desired by customers, because the calculation is carried out using the Service Quality method, the results obtained are the average value of service quality, the average value of service quality for all dimensions of service quality is -4,967. On the other hand, for the Kano category is in the Indifferent category, which means that the attributes that are in the category of less attention by consumers, therefore the existence of these attributes does not affect the decrease or increase in the level of satisfaction of consumers. This category has no effect on consumer satisfaction with functional or dysfunctional services and goods.

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Pengaruh Kualitas Layanan Terhadap Kepuasan dan Loyalitas Nasabah Pada PT Bank Negara Indonesia (Persero) Tbk Unit Siwa Kabupaten Wajo

Tata Kelola ◽

10.52103/tatakelola.v7i2.153 ◽

2020 ◽

Vol 7 (2) ◽

pp. 163-178

Author(s):

Muh. Syaiful Islam ◽

Nasir Hamzah ◽

Amir Mahmud

Keyword(s):

Quality Of Service ◽

Customer Satisfaction ◽

Service Quality ◽

Path Analysis ◽

Customer Loyalty ◽

Descriptive Analysis ◽

Reliability Test ◽

Test Results ◽

Physical Evidence

Tujuan penelitian ini adalah untuk menganalisis pengaruh kualitas layanan melalui (Tangible, Reliability, Responsiveness, assurance, Emphaty) terhadap kepuasan nasabah. Untuk menganalisis pengaruh layanan melalui Tangible, Reliability, Responsiveness, assurance, Emphaty) terhadap loyalitas nasabah. Untuk menganalisis pengaruh kepuasan nasabah terhadap loyalitas. Untuk menganalisis kualitas layanan (Tangible, Reliability, Responsiveness, assurance, Emphaty) melalui kepuasan nasabah pada PT Bank Negara Indonesia (Persero), Tbk Unit Siwa Kabupaten Wajo. Untuk mengimplemasikan tujuan tersebut maka digunakan analisis deskriptif, uji validitas dan uji reliabilitas, uji asumsi klasik, analisis jalur. Hasil penelitian menemukan bahwa kualitas layanan melalui bukti fisik, kehandalan, daya tanggap, jaminan dan empati berpengaruh postif dan signifikan terhadap kepuasan nasabah. Kualitas layanan melalui bukti fisik, kehandalan, daya tanggap, jaminan dan empati berpengaruh positif dan signifikan terhadap loyalitas nasabah. Hasil uji mediasi yang menunjukkan bahwa kepuasan nasabah tidak dapat memediasi pengaruh kualitas pelayanan melalui bukti fisik, kehandalan, daya tanggap, jaminan dan empati terhadap loyalitas nasabah pada PT Bank Negara Indonesia (Persero), Tbk Unit Siwa Kabupaten Wajo. The purpose of this study is to analyze the effect of service quality through (Tangible, Reliability, Responsiveness, Assurance, Emphaty) on customer satisfaction. To analyze the influence of services through Tangible, Reliability, Responsiveness, assurance, Emphaty) on customer loyalty. To analyze the effect of customer satisfaction on loyalty. To analyze service quality (Tangible, Reliability, Responsiveness, assurance, Emphaty) through customer satisfaction at PT Bank Negara Indonesia (Persero), Tbk. Siwa Unit in Wajo Regency. To implement these objectives, descriptive analysis, validity test and reliability test, classic assumption test, path analysis are used. The results of the study found that service quality through physical evidence, reliability, responsiveness, assurance and empathy had a positive and significant effect on customer satisfaction. Quality of service through tangible, reliability, responsiveness, assurance and empathy has a positive and significant effect on customer loyalty. The mediation test results show that customer satisfaction cannot mediate the effect of service quality through tangible, reliability, responsiveness, assurance and empathy for customer loyalty at PT Bank Negara Indonesia (Persero), Tbk. Siwa Unit in Wajo Regency.

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THE EFFECT OF PRODUCT QUALITY AND SERVICE QUALITY ON CONSUMER SATISFACTION AT ROYA CAFÉ MANTINGAN

BISNIS : Jurnal Bisnis dan Manajemen Islam ◽

10.21043/bisnis.v9i1.10350 ◽

2021 ◽

Vol 9 (1) ◽

pp. 69

Author(s):

Hamidah Tussifah ◽

Nadila Putri Navitsha

Keyword(s):

Quality Of Service ◽

Customer Satisfaction ◽

Service Quality ◽

Product Quality ◽

Consumer Satisfaction ◽

Quantitative Research ◽

Sampling Technique ◽

Analysis Techniques ◽

Linear Regressions

Quality assurance becomes the main priority for the company. The quality of the product is closely related to the ability of the product to carry out its functions, with the good quality of the product will make the consumers satisfied and trust. Customer satisfaction is something that needs to be considered by the company. Another factor that can affect customer satisfaction is the quality of service as an effort to fulfill the needs and desires of consumers and the provision of delivery in keeping up with consumer expectations. This study aims to determine the influence of product quality and service quality partially and simultaneously on customer satisfaction at Roya Café. The research method uses a type of quantitative research. Data collection techniques are carried out by observation. The research instrument uses questionnaires distributed to Roya Café consumers. The sample was taken by 226 respondents, using Non-Probability Sampling technique with Incidental Sampling approach. The analysis techniques in this study used multiple linear regressions. The results showed that partially the quality of the product had a positive and significant effect on customer satisfaction and the quality of service partially influenced positively and significantly to customer satisfaction at Roya Café.

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PENGARUH EXPERIENTIAL MARKETING DAN PERSEPSI KUALITAS LAYANAN TERHADAP KEPUASAN KONSUMEN PADA RM KHAS SUNDA MANG ENGKING JUANDA DI JAWA TIMUR

Managament Insight: Jurnal Ilmiah Manajemen ◽

10.33369/insight.15.2.173-189 ◽

2020 ◽

Vol 15 (2) ◽

pp. 173-189

Author(s):

Siti Puti Fauziah Hilman ◽

Novi Marlena

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Consumer Satisfaction ◽

Sampling Method ◽

Sampling Technique ◽

Experiential Marketing ◽

Perceived Service Quality ◽

Simultaneous Effect ◽

Marketing Variables ◽

Quantitative Descriptive

The purpose of this study was to determine consumer satisfaction The Mang Engking Juanda Sidoarjo Gubug East Java based on the influence of experiential marketing and perceived service quality. This type of research is a quantitative descriptive. The sampling technique used is non-probability sampling with a purposive sampling method. The sample used was 126 respondents. The results of this study indicate that the experiential marketing variable has a positive and partially significant effect on customer satisfaction of 4.307> 1.979 with a significance value of 0.000 <0.05. Variable perception of service quality has a positive and partially significant effect on customer satisfaction by 4.598> 1.979 significance value 0.000 <0.05. Experiential marketing variables and perceived service quality positive and significant simultaneous effect on customer satisfaction at the Mang Engking Juanda Sidoarjo Governor's Office at 119.102> 3.07 with a significance value of 0.000 <0.05.

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Faktor Faktor Yang Mempengaruhi Kepuasan Pelanggan Smartphone Samsung Di Kota Batam

Jurnal Ekobistek ◽

10.35134/ekobistek.v10i2.57 ◽

2021 ◽

pp. 81-87

Author(s):

Mohamad Gita Indrawan ◽

Raymond ◽

Dian Lestari Siregar

Keyword(s):

Regression Analysis ◽

Linear Regression ◽

Customer Satisfaction ◽

Service Quality ◽

Sampling Method ◽

Linear Regression Analysis ◽

Sampling Technique ◽

Multiple Linear Regression Analysis ◽

Product Promotion

This study aims to determine the effect of service quality and product promotion on customer satisfaction. This research was conducted by Samsung consumers in Batam in Batam City . The population in this study amounted to 135 people. In this research, the sampling technique used is classified as non - probability sampling technique with purposive sampling method . This study uses multiple linear regression analysis and has an R Square (R2) value in this study of 35.2%. The results of the t-test in this study are the quality of service has a positive and significant effect on customer satisfaction and product promotion has a positive and significant effect on customer satisfaction. Based on the results of the F test in this study, the results showed that Service Quality and Product Promotion together had a positive and significant effect on Samsung Customer Satisfaction in Batam City.

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ANALISIS KUALITAS JASA DALAM MENINGKATKAN KEPUASAN KONSUMEN DI BAKER STREET CAFE BANDUNG

Jurnal Bisnis Terapan ◽

10.24123/jbt.v1i01.300 ◽

2017 ◽

Vol 1 (01) ◽

pp. 43-52

Author(s):

Adisty Arindiaty ◽

Merita Bernik

Keyword(s):

Performance Analysis ◽

Customer Satisfaction ◽

Service Quality ◽

Research Method ◽

Sampling Method ◽

Sampling Technique ◽

Literature Study ◽

Business People ◽

Customer Expectation

The globalization at present has brought a great impact on the businessworld development. The alternative selected products offered to the customersvary and make the customer expectation more to get something they want.This condition requires for every company to try to give the best satisfactionto its customers. This is done in order that the business people can maintaintheir business in facing the tough competition. This research tried to assessthe customer satisfaction toward the service quality of Baker Street Café,Bandung. The research method used here was the descriptive qualitativeone, using sampling technique, that is, the technique of probability samplingand purposive sampling method. The data were collected using a field studyconsisted of observation, interviews, questionnaires, and literature study. Themethod of performance analysis was used to assess the customer satisfaction.The result of the study showed that the service quality provided by Baker StreetCafé, Bandung was categorized as “ good” with the average highest score for thedimension of reliability by 4,074 and the lowest for dimension of empathy andassurance by 3,93. At this customer expectation level, the average highest scorewas for the dimension of assurance by 4,55 and the lowest for the dimension ofreliability by 4,5, which means that the customers were unsatisfied becausetheir expectation was higher than the performance demonstrated by BakerStreet Café, Bandung.

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THE INFLUENCE OF BRAND EXPERIENCE AND SERVICE QUALITY TO CUSTOMER LOYALTY MEDIATED BY CUSTOMER SATISFACTION IN STARBUCKS COFFEE MALANG

Management and Economics Journal (MEC-J) ◽

10.18860/mec-j.v0i1.5195 ◽

2018 ◽

pp. 185

Author(s):

Aldeline Nolita Devia

Keyword(s):

Quality Of Service ◽

Customer Satisfaction ◽

Service Quality ◽

Path Analysis ◽

Customer Loyalty ◽

Consumer Satisfaction ◽

Brand Experience ◽

Test Results ◽

A Value

ABSTRACTThis study discusses the effect of Brand Experience and service quality on customer loyalty mediated customer satisfaction. The purpose of this study was to determine and analyze in depth the effect of brand experience and service quality on customer loyalty mediated customer satisfaction at Starbucks Coffee Malang. This research uses explanatory research that explain the causal relationship between the variables studied.By using a survey of 180 respondents to test the research hypothesis.Research data analysis using the test instrument, the classical assumption test, multiple linear regression, and path analysis / Path Analysis. The test results prove the instrument has met the criteria of validity and reliability, the classic assumption test results also have met the criterion of the assumptions of normality, autocorrelation, Non-Multicolinearity and heterocedastisity. In this study obtained; a). Brand experience on consumer satisfaction with the value of 0.309, or 30.9%, b). The quality of service to customer satisfaction with the value of 0.387 or 38.7%., C). Brand experience on consumer loyalty to the value of 0.216 or 21.6%., D). Service quality on customer loyalty with a value of 0,305 or 30.5%., E). Effect of brand experience and service quality customer satisfaction with the value of 0.581 or 58.1%., F). Effect of brand experience and service quality on customer loyalty with a value of 0.657 or 65.7%., G). Effect of brand experience and service quality on customer loyalty mediated consumer satisfaction with the value of 0.438 or 43.8%. Based on these results, it is necessary to enhance the consumer's commitment to give satisfaction to the consumers better by excellent service or "service excellence" is the attitude and serve with satisfactory manner from the present level while maintaining the brand experience Starbucks Coffee Malang.KEYWORDS: Brand experience (Sensory, Affection, Behavior, Intellectual), Quality of service (reliable, responsiviness, empathy), loyalty, customer satisfaction.

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ANALISIS KEPUASAN KONSUMEN TERHADAP PRODUK SAMBAL KEMASAN UNTUK FORMULASI PERBAIKAN STRATEGI PRODUK

BISMA ◽

10.19184/bisma.v15i1.21960 ◽

2021 ◽

Vol 15 (1) ◽

pp. 47

Author(s):

Fitriani Rahayu ◽

Cecep Barkah ◽

Arianis Chan ◽

Pratami Wulan Tresna

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Consumer Satisfaction ◽

Descriptive Analysis ◽

Sampling Technique ◽

Simple Random Sampling ◽

Marketing Strategies ◽

Level Of Satisfaction ◽

High Level

Consumers have a high level of satisfaction with the quality of taste, flavour variants, packaging quality, price, and service quality of Sambel Gendang, while consumers have a low level of satisfaction with the level of spiciness of the product. This study aims to investigate the level of consumer satisfaction and formulate product strategy improvements to be proposed by considering customer satisfaction. Therefore, consumers can repurchase the products and become Sambel Gendang customers. This research uses descriptive analysis research with a quantitative approach. The population of this study was Sambel Gendang consumers. A total of 60 people were taken as samples by using probability sampling technique, and simple random sampling method. The results of this study revealed that 43.3% of respondents were satisfied with the taste quality, 41.7% were dissatisfied with the level of spiciness, 35% were satisfied with the flavour variant, 53.3% were satisfied with the packaging, 41.7% were satisfied with the price, 46.7% were satisfied with the service quality. The proposed marketing strategy by considering customer satisfaction is focused on product and promotion strategies to increase the sales market. Keywords: business, customer satisfaction, product, marketing strategies.

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PENGARUH KUALITAS PELAYANAN DAN HARGA TERHADAP KEPUASAN KONSUMEN SERTA DAMPAKNYA PADA LOYALITAS KONSUMEN WEDDING ORGANIZER DI KOTA PRABUMULIH

Ilmu Manajemen ◽

10.32502/jimn.v7i2.1564 ◽

2019 ◽

Vol 7 (2) ◽

pp. 140

Author(s):

Putri Maharani Purnama

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Consumer Satisfaction ◽

Test Model ◽

Consumer Loyalty ◽

Test Results ◽

Linearity Test ◽

The City ◽

Variable Quality

Purpose: This study aimed to determine the effect of service quality andprice to customer satisfaction and its impact on consumer loyality in the cityPrabumulih wedding organizer. Formulation of the problem is whether thereis influence service quality and price to customer satisfaction and its impacton consumer loyalty Prabumulih wedding organizer in the city?Design/Methodelogy/Approach: The data used in this study are primary data89 respondent reply. Models analysis used analysis and by testing thevalidity and reliability of instruments. Test charactistics data that is test ofnormality and linearity test. Test model consist of multicolinearity test andheterokesdatisitas test.Implications: The test results of path analysis showed that there werepositive and significant impact variable quality of service significantlyinfluence consumer satisfaction 0,000. Price variables significantly influenceconsumer satisfaction 0,000. Variable service quality signifintly consumerloyalty 0,000. Price variables dont have significantly influence consumerloyality 0,205. and Variable customer satisfaction dont have significantlyinfluence consumer loyalty 0,188.Findings: Their suitability to the theory and there is a match and supportprevious research. Increased service quality, price and customerssatisfaction and customer loyality.

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