scholarly journals Usage of Social Media Marketing and Service Quality Towards Customer Purchase Intention of PT. Sari Coffee Indonesia

2018 ◽  
pp. 619-629
Keyword(s):  
Social Media ◽  
Service Quality ◽  
Data Processing ◽  
Purchase Intention ◽  
Social Media Marketing ◽  
Quality Of Services ◽  
Customer Expectations ◽  
The Media ◽  
Independent Variable

The increased smartphone users have an impact on social media users who also continue to increase. This is used by the company as a marketing tools, with the hope that the products (goods or services) offered can reach a wider market, increase sales, enhance the company’s image and compete with other similar companies. PT. Sari Coffe Indonesia is known as Starbucks using social media such as Instagram, LINE and Facebook. On the other hand, Starbucks also pays attention to the quality of services provided to its customers which must be able to meet customer needs and even exceed customer expectations. Therefore, the purpose of this study is to find out (1) the effect of social media marketing (X1) on customer purchase intention (Y); (2) service quality (X2) use towards purchase intention (Y); (3) social media marketing (X1) and service quality (X2) use towards purchase intention (Y). The method used in this research is associative quantitative, the method of data collection using the media questionnaire, the scope of this research focuses on customers at Starbucks Pasaraya Grande branch. Data processing using SPSS. Data processing results indicate that there is a significant influence between the independent variable and the dependent variable of 59.8%. At the same time, the results of the F examination also show a significant effect between the independent variable and the dependent variable. In addition, based on T examination, service quality (X2) partially dominates the influence on intention to buy (Y) variable with t count 9,404 while the amount of t count on social media marketing (X1) is 3,182.

scholarly journals Pengaruh Social Media Marketing, E-Service Quality, dan Review Content terhadap Minat Beli pada UMKM Produk Organik

2021 ◽  
Vol 9 (4) ◽  
pp. 1563-1571
Author(s):  
Bagus Satriyo ◽  
Yeni Indriana ◽  
Musalim Ridlo
Keyword(s):  
Social Media ◽  
Service Quality ◽  
Purchase Intention ◽  
Monitoring And Evaluation ◽  
Social Media Marketing ◽  
Goods And Services ◽  
Consulting Services ◽  
Online Marketplace ◽  
Content Review

Advances in information technology and digital-based economy expand the potential for entrepreneurship. Market segmentation becomes more extensive due to an online marketplace to sell goods and services. Online marketplace company needs an edge to compete with other similar businesses. Nyayur uses various marketing strategies to be able to compete. This study aimed to determine the influence of social media marketing, review content, and e-service quality on buying interest among users of Nyayur in Salatiga. The data is collected using purposive sampling techniques with questionnaires distributed directly to fifty users of Nyayur. The data obtained were processed using IBM SPSS statistics 25. The results showed that social media marketing, e-service quality, and content review do not influence purchase intention. This research can be an additional consideration for Nyayur.com in improving the quality of its operations, where this research provides factual evidence from consumers regarding their perception of Nyayur.com. So that this research can be used as material for monitoring and evaluation (Monev) of e-commerce platforms to improve the quality and professionalism of work, especially for Nyayur. com. Services using social media promotions can update their marketing strategy, considering that most users are housewives who do not actively use social media in the form of platforms. E-service quality can provide product consulting services for fruit and vegetables via calls or Whatsapp. Reviewing content on nyanyur.com is essential to support the progress of its performance. Consumers who provide the best reviews can be rewarded to help the nyayur.com application in the future.

scholarly journals PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN PELANGGAN (Studi Pada Hotel Timor Megah Kota SoE, TTS)

2020 ◽  
Vol 10 (3) ◽  
pp. 375-393
Author(s):  
Donar W Selan ◽  
Juita L D Bessie
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Sampling Technique ◽  
Total Sample ◽  
Coefficient Of Determination ◽  
Quality Of Services ◽  
Literature Study ◽  
Independent Variable ◽  
Mathematical Equations

More and more manufacturers are involved in meeting the needs and desires of customers, causing each company to set orientation to customer satisfaction as the main goal. There is a tendency that customer satisfaction or dissatisfaction can be influenced by the quality of services provided by the company. This research was conducted at the Timor Megah Hotel Kota SoE, TTS Regency. The purpose of this study is to determine the effect of service quality that can be measured by several dimensions, including: tangibles, responsiveness, reliability, assurance, and empathy on customer satisfaction Timor Megah Hotel. The independent variable (X) of this study is the dimension of service quality consisting of tangibles (X1), responsiveness (X2), reliability (X3), assurance (X4), and empathy (X5). While the dependent variable (Y) of this study is customer satisfaction. The sampling technique used is the Accidental Sampling technique, with a total sample of 99 people with the criteria of having stayed more than twice and staying period for 4 years (2015-2018). Data collection techniques used were interviews, questionnaires and literature study. After the data is collected, the data is then analyzed using descriptive techniques and multiple linear regression. From the analysis it is known that tangibles, responsiveness, reliability, assurance and empathy simultaneously and partially have a significant effect on customer satisfaction. From the results of the analysis can also be made mathematical equations: Y = 3,568 + 0,150X1 + 0,245X2 + 0,209X3 + 0,192X4 + 0,362X5. The coefficient of determination obtained shows that 87.2% of the level of customer satisfaction is influenced by tangibles, responsiveness, reliability, assurance and empathy.   Keywords: Tangibles, Responsiveness, Reliability, Assurance, Empathy and Customer Satisfaction.

scholarly journals Analysis of Service Quality Improvement Using the Six Sigma Method in the Hotel Four Seasons Resort at Jimbaran Bay

2020 ◽  
Vol 3 (2) ◽  
pp. 91-96
Author(s):  
P W Y Kencana ◽  
◽  
I P M Astawa ◽  
I M Wijana ◽  
◽  
...  
Keyword(s):  
Service Quality ◽  
Six Sigma ◽  
Quality Of Services ◽  
Level Of Service ◽  
Customer Expectations ◽  
Four Seasons ◽  
Fishbone Diagram ◽  
Administrative Procedures ◽  
Resort Hotel

The purpose of this research is to determine the level of service quality applied at the Four Seasons Resort Hotel at Jimbaran Bay with the Six Sigma method. This research applies Six Sigma as a method to improve the quality of services of the Four Seasons Resort Hotel at Jimbaran Bay, specifically to meet customer expectations so that customers feel satisfied with the services provided. The results showed that the Four Seasons Resort Hotel at Jimbaran Bay had a DPMO value of 201.944, if converted it showed a Six Sigma value of 2,34 on a satisfaction target of 5 or very satisfied. Based on the Fishbone diagram, the order of problems that dominates must be resolved is the evaluation of services and facilities, standardization of time or improvement of administrative procedures, and allocation of vacant room items.

scholarly journals Analisis Kualitas Pelayanan Publik dengan Metode Fuzzy-Service Quality (F-Servqual) dan Index Potential Gain Customer Value (IPGCV)

2018 ◽  
Vol 2 (2) ◽  
pp. 101 ◽  
Author(s):  
Wahyu Oktri Widyarto ◽  
Nugraheni Djamal ◽  
Fauzul Adhim
Keyword(s):  
Service Quality ◽  
Customer Value ◽  
Consumer Perceptions ◽  
Quality Of Services ◽  
Level Of Service ◽  
Quality Level ◽  
Five Dimensions ◽  
Customer Expectations ◽  
Potential Gain

This study aims to analyze the level of service quality and prioritize improvements. The method that used in this study is service quality (SERVQUAL) combined with fuzzy concepts to find out the gap between expectations and consumer perceptions through five dimensions namely tangible, reliability, responsiveness, assurance, and empathy. Fuzzy concepts are used to present uncertainties over respondents' assessment of subjective questionnaires. To determine the priority of improvement, used the Customer Value Index Potential Gains (IPGCV) method. Based on processing data results by using fuzzy-servqual method, it is known that the Tangible dimension has a gap of -0.13, the Reliability dimension has a gap of -0.13, the Responsive dimension has a gap of -0.14, the dimension of Assurance has a gap of -0.12, Empathy dimension has a gap of -0.11. The negative value on fuzzy-servqual assessment can be interpreted that the overall service has not met customer expectations. Achievement of the quality level is equal to 0.8606 which is indicates the quality of services still need improvement because the level of service quality is less than 1 (Q <1). Based on calculation using the PGCV Index, it is known that services which have the highest priority are employees who have adequate support from their institutions so that they can carry out their duties properl

scholarly journals Pengaruh Brand Awareness dan Service Quality terhadap Minat Konsumen dengan Kegiatan Event sebagai Variabel Mediasi pada Mall RRR

2021 ◽  
Vol 5 (6) ◽  
pp. 622
Author(s):  
Rino Bastiar
Keyword(s):  
Service Quality ◽  
Indirect Effects ◽  
Purchase Intention ◽  
Positive Influence ◽  
Brand Awareness ◽  
Quality Of Services ◽  
Direct And Indirect Effects ◽  
Variable Data ◽  
Positive Effect

The purpose of this paper is to explore the direct and indirect effects of the quality of services provided and brand awareness on the purchase intention of tenants with event activities as a mediating variable. Data were collected from 184 respondents and 160 responses have been used in this paper. The measure of “Service Quality” uses five questions, “brand awareness” uses five questions, “event” uses five questions, “purchase intention” uses five questions. In some items, this question is measured using the five-point Likert-Type. Based on the four hypotheses in this paper that have been tested, that service quality is significantly able to provide a positive influence on purchase intention through event activities and brand awareness can significantly have a positive effect on purchase intention directly through event activities. Event activities have a positive influence on purchase intention. Tujuan dari makalah ini bertujuan untuk dapat meneksplorasi pengaruh langsung dan tidak langsung dari kualitas jasa yang diberikan dan brand awareness pada purchase intention penyewa dengan kegiatan event sebagai variabel mediasi. Data dikumpulkan dari 184 responden dan 160 tanggapan telah digunakan dalam makalah ini. Ukuran “Service Quality” menggunakan lima butir pertanyaan, “brand awareness” menggunakan lima butir pertanyaan, “event” menggunakan lima butir pertanyaan, “purchase intention” menggunakan lima butir pertanyaan. Dalam beberapa butir pertanyaan ini diukur dengan menggunakan lima titik Linkert-Type. Berdasarkan dari empat hipotesis dalam makalah ini yang telah diuji, bahwa service quality secara signifikan mampu memberikan pengaruf yang bersifat positif terhadap purchase intention melalui kegiatan event dan brand awareness mampu secara signifikan mampu memberikan pengaruh positif terhadap purchase intention secara langsung melalui kegiatan event. Kegiatan event memberi pengaruh positif terhadap purchase intention.

scholarly journals The Effect of Service Quality and Facilities on Purchasing Decisions at UD. Bintang Petani Jaya in Pematangsiantar

2021 ◽  
Vol 4 (2) ◽  
pp. 2474-2487
Author(s):  
Risma Munthe ◽  
Adat Muli Peranginangin
Keyword(s):  
Service Quality ◽  
Coefficient Of Determination ◽  
Quality Of Services ◽  
Purchasing Decisions ◽  
Decision Factors ◽  
Dependent Variables ◽  
Independent Variable ◽  
The Relationship ◽  
Casual Relationship

This research is based on a casual relationship that is causal in nature, there are independent variables (variables that influence), dependent variables (variables that are affected) and mediating variables (variables that affect the relationship between the independent variable and the independent variable. Based on the results, it can be seen that the coefficient of determination (adjusted R2) is 0.403. This value means that the effect of the independent variable (service quality and facilities) on the dependent variable (purchase decision) is 40.3% while the remaining 59.7% is influenced by the other purchasing decision factors that are not examined. Based on the results of the F test, it is known that the significant level value obtained is 0,000 and it is smaller than the significant standard at the level of trust 5% or 0.05 and the comparison between F count and F table, where F counts are 15,507 is greater than F table which is 2,922, so it can be It is concluded that Ha is accepted or the quality of services and facilities has a significant effect on purchasing decisions.

scholarly journals Pengaruh Kualitas Pelayanan Terhadap Niat Ulang Dengan Menggunakan Produk Yang Lain Melalui Kepercayaan Nasabah Bank Syariah Mandiri Kantor Cabang Boulevard di Surabaya

2015 ◽  
Vol 1 (8) ◽  
pp. 546
Author(s):  
Aditya Okta Viandhy ◽  
Ririn Tri Ratnasari
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Path Analysis ◽  
Customer Loyalty ◽  
Purchase Intention ◽  
Sampling Procedure ◽  
Quantitative Approach ◽  
Quality Of Services ◽  
Islamic Perspective

This study aims to determine the effect of service quality on intention to re-use products other Bank Syariah Mandiri through the trust as an intervening variable.The method used is quantitative approach. Characteristics of the sample used is 30 customers of Bank Syariah Mandiri Boulevard branch in Surabaya who use a particular product. Sampling is using nonprobability sampling with purposive sampling procedure. The analytic technique is used path analysis or path analysis.The results showed that the quality of services significantly influence customer confidence in Bank Syariah Mandiri Boulevard in Surabaya. Other results show that trust significantly influence purchase intention by re-using the products of Bank Syariah Mandiri others. While service quality does not significantly influence customers' purchase intention by re-using the products of Bank Syariah Mandiri others.Advice for Bank Syariah Mandiri branch in Surabaya Boulevard to always improve the quality of service to customers through good SERVQUAL and maintain the trust that exists between the customer and the bank to always be honest and maintain the trust that has been given by the customer to the bank. For further research can add variable customer loyalty in the Islamic perspective.

scholarly journals Effects of Social Media Marketing Towards Probiotic Chicken Customers’ Purchase Intention: Customer Engagement as a Mediator

2021 ◽  
Vol 6 (8) ◽  
pp. 518-531
Author(s):  
Nadia Ambar Shofiya ◽  
Ira Fachira
Keyword(s):  
Social Media ◽  
Purchase Intention ◽  
Online Survey ◽  
Small And Medium Enterprises ◽  
Purchase Intentions ◽  
Social Media Marketing ◽  
Customer Engagement ◽  
The Social ◽  
Medium Enterprises

Social media has become an inseparable part of marketing, particularly for small and medium enterprises. However, there is a limited knowledge on how it helps small and medium enterprises in selling probiotic products. This study aims to explore how social media marketing influences the purchase intentions of probiotic chicken customers. This research uses a quantitative approach to collect data through an online survey from 215 participants. The results show that the factors of entertainment, trendiness, and e – word of mouth of social media marketing, alongside customer engagement, significantly affect customers’ purchase intentions. Data analysis reveals that the factors of social media marketing have greater influence towards purchase intention when mediated by customer engagement, compared to their direct influence towards purchase intention. Therefore, improving the quality of the social media marketing factors enhances customer engagement. Hence, customer engagement also plays an important role in social media marketing by directly influencing the customers’ purchase intentions.

scholarly journals Pengaruh Promosi Media Sosial,Word Of Mouth Dan Kualitas Layanan Terhadap Minat Beli Konsumen (Studi Kasus Pada Toko Raja Hp Tenggarong

2021 ◽  
Vol 21 (1) ◽  
pp. 84-101
Author(s):  
Muhammad Saifulloh ◽  
Sugeng Raharjo
Keyword(s):  
Social Media ◽  
Quality Of Service ◽  
Data Analysis ◽  
Service Quality ◽  
Purchase Intention ◽  
Word Of Mouth ◽  
Significant Positive Effect ◽  
Independent Variables ◽  
Positive Effect

  Abstract:                The purpose of this study was to determine the effect of promotion through social media, word of mouth and service quality on buying interest at Raja HP ​​Tenggarong simultaneously and partially. The number of respondents is 100 respondents. The results of this study indicate that simultaneously all independent variables (Promotion through social media, Word of Mouth and Service Quality) in this study have a significant effect on the dependent variable (Purchase Interest) with a significance value of 0.000 <0.05 and F count > F table ( 50,528 > 2.70). Partially, Social Media Promotion Variables have no significant effect on buying interest. Word of Mouth and Service Quality variables have a significant positive effect on Purchase Intention. Based on the results of data analysis, the dominant variable influencing buying interest is service quality. Adjusted R Square of 0.600 equals 60%. This value indicates that 60% of buying interest is influenced by promotions through social media, Word Of Mouth, and Service Quality, while the remaining 40% is influenced by other factors.   Keywords: Promotion, Social Media, Word Of Mouth, Quality of Service, and Purchase Interest

scholarly journals Kualitas Pelayanan Obat BPJS di Apotek Rawat Jalan RSUD Kelas B Kabupaten Subang

2020 ◽  
Author(s):  
Komir Bastaman ◽  
Tony Pathony
Keyword(s):  
Service Quality ◽  
Data Processing ◽  
General Hospital ◽  
District Hospital ◽  
District General Hospital ◽  
Regional Hospital ◽  
Qualitative Approach ◽  
Quality Of Services ◽  
Class B

Penelitian dan penulisan ini membahas hal-hal yang berkaitan dengan Kualitas Pelayanan Rumah Sakit Umum Daerah Kelas B kabupaten Subang dalam Pelayanan Obat di Apotek Rawat jalan Rumah Sakit Umum Daerah Kelas B kabupaten Subang dalam hubungannya dengan teori menurut Fitzsimmons yaitu sumberdaya, ketepatan,kecepatan, jaminan dan   empati.  Dalam penelitian ini menggunakan pendekatan kualitatif melalui pengamatan dan observasi, wawancara, studi kepustakaan dan dokumentasi. Sumber data diperoleh dari informan melalui pengamatan dan wawancara secara langsung dan dokumen diperoleh dalam bentuk peraturan-peraturan dan pengolahan data. Hasil penelitian menunjukan bahwa berwujud, kehandalan, daya tanggap, jaminan dan empati belum terlaksana secara optimal. Kualitas Pelayanan Rumah Sakit Umum Daerah Kelas B kabupaten Subang dalam Pelayanan Obat di Apotek Rawat jalan RSUD Kelas B Kabupaten Subang belum berjalan berkulitas. Hal ini dapat terlihat dari masih lambatnya kesigapan tenaga Apoteker dalam menangani pasien sehingga pasien yang harus segera mendapatkan pertolongan dibiarkan menunggu.   This research and writing discusses matters relating to the Quality of Services in the Class B District Subang District General Hospital in Drug Services at the Outpatient Pharmacy Class B Subang District Regional Hospital in relation to the theory according to Fitzsimmons namely tangible, realibility, responsipness, asurance and empathy. In this study using a qualitative approach through observation and observation, interviews, literature studies and documentation. Sources of data obtained from informants through direct observation and interviews and documents obtained in the form of regulations and data processing. The results showed that tangibility, reliability, responsiveness, assurance and empathy had not been carried out optimally. Service Quality of Subang Regency Class B Regional General Hospital in Drug Services in the Outpatient Pharmacy Class B Subang District Hospital has not yet progressed. This can be seen from the slow alertness of Pharmacists in handling patients so that patients who must immediately get help are left to wait.

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