Service Marketing

2017 ◽  
pp. 1-14
Author(s):  
Jaya Ashish Sethi
Keyword(s):  
Service Marketing ◽  
Services Marketing ◽  
Marketing Mix ◽  
Product Price ◽  
Physical Evidence ◽  
Place Promotion

The chapter gives an overview of Services Marketing, The chapter deals with the characteristics of Services and the need of services marketing. The chapter also focuses on the types of Services. The elements of the marketing mix as are applied in case of tangible goods are equally applicable to services marketing also. Hence a thorough analysis is done on the Service marketing mix i.e. Product, Price, Place, Promotion, People, Process and Physical evidence. An overview of the various decisions to be taken under each has also been taken care of.

scholarly journals The Performance of Service Marketing Mix Towards Decision in Continuing Education at SMK Lugina Rancaekek, District of Bandung, West Java

2018 ◽  
Vol 7 (4.34) ◽  
pp. 281
Author(s):  
Mariana Rachmawati ◽  
Mohd Haizam Mohd Saudi ◽  
R. Adjeng Mariana ◽  
Tezza Adriansyah Anwar
Keyword(s):  
Continuing Education ◽  
Secondary Data ◽  
Service Marketing ◽  
Sampling Technique ◽  
Marketing Mix ◽  
Primary Data ◽  
Product Price ◽  
Physical Evidence ◽  
Place Promotion ◽  
Questionnaire Method

This paper study on the effect of service marketing mix performance consisting of product, price, place, promotion, people, physical evidence, and process to decision in continuing education at SMK Lugina Rancaekek District of Bandung. The method used is quantitative method with descriptive approach. It used primary data and secondary data. This study was conducted in a field of education with population of all students of class X in SMK Lugina Rancaekek. Sample determination technique used is non-probability sampling technique with purposive sampling approach, which become sample in this research is class X student at SMK Lugina Rancaekek, that is 74 people. Data collection technique is done by questionnaire method, interview, observation, and documentation. Based on the results of study, with multiple regression analysis obtained value of 21,733. While, the correlation coefficient analysis is 0,607. The amount of influence of service marketing mix performance to decision in continuing education equal to 36,2% and the rest 63,8% influenced by other variable not examined in this study. T test results obtained t value arithmetic on product variables 2,516, price 2,618, place 2,565, promotion 1,999, people 2,577, physical evidence 2,066, and process 2,470 bigger than t table that is 1,9966, then Ha accepted and Ho rejected. Thus, it can be concluded that product variables, price, place, promotion, people, physical evidence, and process affect the decision in education in SMK Lugina Rancaekek.  

scholarly journals PENGARUH BAURAN PEMASARAN JASA TERHADAP KEPUTUSAN KONSUMEN MEMBELI PADA RUMAH MAKAN KHAS KAILI JALAN TEMBANG DI KOTA PALU

2020 ◽  
Vol 2 (3) ◽  
pp. 199-206
Author(s):  
Pina Pina ◽  
Zakiyah Zahara ◽  
Nirwan Nirwan
Keyword(s):  
Significant Influence ◽  
Service Marketing ◽  
Marketing Mix ◽  
Multiple Linear Regressions ◽  
Product Price ◽  
Consumer Decision ◽  
Physical Evidence ◽  
Place Promotion ◽  
Linear Regressions

This research aims to know and analyze simultaneous and partial influence of service marketing mix (X), which consist of product (X1), price (X2), place (X3), promotion (X4), people (X5), physical evidence (X6), and process (X7) on consumer decision (Y) to buy at the Kailinese restaurant in Palu. Based on the result of multiple linear regressions, it is shown that service marketing mix consist of product, price, place, promotion, people, physical evidence, and process, simultaneously have significant influence on consumer decision to buy at the Kailiniese restaurant in Palu with the sig. value of 0,737 or 73,7 %. Partially, the study also shown that service marketing mix which consist of product, price, place, promotion, people, physical evidence, and process have significant influence on consumer decision to buy at the Kailinese restaurant in Palu with the sig. value of product = 0,559, price=0,085, place = 0,173, promotion = 0,042, people=0,201, physical evidence = 0,877, and process = 0,000. The most dominant variable that influences the decision of consumer is physical evidence. Penelitian ini bertujuan untuk mengetahui dan menganalisis pengaruh variabel bauran pemasaran jasa (X) yang terdiri dari produk (X1), harga (X2), tempat (X3), promosi (X4), orang (X5), bukti fisik (6), dan proses (X7), secara simultan dan parsial terhadap keputusan konsumen (Y) membeli di restoran khas Kaili Palu. Berdasarkan hasil regresi linier berganda, mendapatkan bahwa variabel bauran pemasaran jasa yang terdiri dari produk, harga, tempat, promosi, orang, bukti fisik, dan proses, secara bersamaan berpengaruh signifikan terhadap keputusan konsumen membeli di restoran kaili di Kota Palu. Dengan nilai pengaruh sebesar 0,737 atau 73,7%. Variabel bauran pemasaran jasa yang terdiri dari produk, harga, tempat, promosi, orang, bukti fisik, dan proses secara parsial berpengaruh signifikan terhadap keputusan konsumen untuk membeli di restoran khas kaili di Kota Palu. Dengan nilai pengaruh sebesar: produk = 0559, harga = 0085, tempat = 0,173, promosi = 0,042, = 0.201 orang, bukti fisik = 0,877, dan proses = 0,000. variabel yang dominan mempengaruhi sebagian besar keputusan konsumen, variabel bukti fisik.

scholarly journals ANALIS PENERAPAN BLUE OCEANS STRATEGY PADA SERVICE MARKETING MIX TERHADAP KEPUTUSAN PENGGUNAAN JASA GOJEK

JEMBATAN ◽  
2018 ◽  
Vol 14 (1) ◽  
pp. 1-12
Author(s):  
Abdul Qadir ◽  
Zakaria Wahab ◽  
Welly Nailis
Keyword(s):  
Sampling Method ◽  
Service Marketing ◽  
Marketing Mix ◽  
Coefficient Of Determination ◽  
Decision Variable ◽  
Product Price ◽  
Physical Evidence ◽  
Analysis Technique ◽  
Use Of Services ◽  
Place Promotion

The main objective of this research was to determine the effect of service marketing mix to the decision to use services of go-jek. The sample used in this study were 120 respondents from consumer Go-jek. The sampling method used is purposive sampling due to the homogeneity of the consumer. The coefficient of determination show that 53.9% indicates the use of services affected by the decision variable service marketing mix (product, price, place, promotion, people, process,and physical evidence). Data analysis technique used is multiple regression analysis. Results of research showed that service marketing mix decisions affect the use of the service simultaneously. Partially, only the variable price, people, and physical evidence that has a significant influence on the decision to use services of Go-jek. Keyword : service marketing mix, promotion, decision to use services.

scholarly journals Pengaruh Service Marketing Mix terhadap Keputusan Nasabah untuk Menabung Pada PT. Bank Mayapada Internasional TBK Cabang A.Yani Pekanbaru

2018 ◽  
Vol 1 (2) ◽  
pp. 283-296
Author(s):  
Evelyn Wijaya ◽  
Puspa Marantika Ariyani
Keyword(s):  
Linear Regression ◽  
Multiple Linear Regression ◽  
Sampling Method ◽  
Service Marketing ◽  
Marketing Mix ◽  
Product Price ◽  
Physical Evidence ◽  
Place Promotion ◽  
Promotion Process ◽  
Important Activity

Right now the amount of bank in Indonesia has reached 115 bank (OJK). Increasing number of bank has impact to increasing level of competition. Marketing becomes one of important activity in the company to keep the company existency to develop and get a profit. This research aims to test the influence of service marketing mix (product, price, place, promotion, process, people and physical evidence) on customer saving decision at PT Bank Mayapada International Tbk Cabang A.Yani Pekanbaru. The sample used are 100 respodents by using accidental sampling method. The data analyzed using multiple linear regression. The result showed that product, place, process and person has a significant effect on customer saving decision whereas price, promotion and physical evidence has no significant effect to customer saving decision at PT Bank Mayapada International Tbk Cabang A.Yani Pekanbaru. Keywords: Product, Price, Place, Promotion, Process, Person, Physical Evidence and Customer Saving Decision.

scholarly journals BAURAN PEMASARAN TERHADAP KEPUTUSAN KONSUMEN BERKUNJUNG PADA OBJEK WISATA PANTAI TANJUNG KARANG

2020 ◽  
Vol 5 (2) ◽  
pp. 110-124
Author(s):  
Djesika Djesika ◽  
Suardi Suardi ◽  
Nirwan Nirwan
Keyword(s):  
Linear Regression Analysis ◽  
Service Marketing ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
Marketing Mix ◽  
Coastal Tourism ◽  
Consumer Decisions ◽  
Physical Evidence ◽  
Product Service ◽  
Place Promotion

This study aims to determine the effect of the service marketing mix on consumer decisions to visit the Tanjung Karang coastal tourism object in Donggala Regency. The independent variables used in this study are product / service, price, place, promotion, person, process, and physical evidence. While the dependent variable is the decision to visit (Y). This type of research is quantitative. The research method is descriptive causal. The sample used in this study were 80 respondents with the sampling form using accidental sampling technique. Multiple linear regression analysis method. The results of this study indicate that the service marketing mix simultaneously consisting of products, prices, places, promotions, people, processes, and physical evidence has a significant effect on the decision to visit the Tanjung Karang coastal tourism object in Donggala Regency. And partially there is no relationship between product variables, prices, places, promotions, people, processes, and physical evidence. Penelitian ini bertujuan untuk mengetahui pengaruh bauran pemasaran jasa terhadap keputusan konsumen berkunjung pada objek wisata bahari pantai Tanjung Karang Kabupaten Donggala. Variabel independen yang digunakan dalam penelitian ini adalah produk/jasa, harga, tempat, promosi, orang, proses, dan bukti fisik. Sedangkan variabel dependen adalah keputusan berkunjung (Y). Jenis penelitian ini adalah kuantitatif. Metode penelitian adalah deskriptif kausal. Sampel yang digunakan pada penelitian ini sebanyak 80 responden dengan bentuk pengambilan sampel menggunakan teknik accidental sampling. Metode analisis regeresi linear berganda. Hasil penelitian ini menunjukkan bahwa secara serempak bauran pemasaran jasa yang terdiri dari produk, harga, tempat, promosi, orang, proses, dan bukti fisik berpengaruh signifikan terhadap keputusan berkunjung pada objek wisata bahari pantai Tanjung Karang Kabupaten Donggala. Dan secara parsial tidak ada hubungan antara variabel produk, harga, tempat, promosi, orang, proses, dan bukti fisik.

Exploring the Dimensions of Service Marketing for Telecom Services: A Study of Rural Consumers in Bihar State

2015 ◽  
Vol 9 (1and2) ◽  
Author(s):  
Ms. Amrita Pritam ◽  
Dr. Narendra Sharma ◽  
Mr. Devendra Sharma
Keyword(s):  
Service Marketing ◽  
Marketing Strategies ◽  
Product Price ◽  
Telecommunication Services ◽  
Physical Evidence ◽  
Rural Market ◽  
Place Promotion ◽  
Rural Consumers ◽  
Traditional Approaches ◽  
Bihar State

The paper examines different marketing strategies which are being adopted by marketers in order to promote the telecommunication services in terms of 7 Ps of service marketing i.e. product, price, place, promotion, people process, physical evidence. The rural market is growing at the rate of 10-14% whereas urban demand is either static or contracting. Marketing strategy to penetrate the rural segment is somewhat different from that of urban segment. In this context, the paper attempts to find out the various dimensions within the 7 P’s of service marketing which rural consumers value when they buy telecom services. A survey research design was adopted and the study was conducted in villages of two districts of Bihar state. Exploratory factor analysis was applied on the collected data so as to find out the various dimensions related to rural market for telecom players. The results suggest that managers were required to go beyond traditional approaches to serve the rural consumer.

scholarly journals Efektivitas Pelaksanaan Marketing Mix 9P Terhadap Kepuasan Pelayanan Klinik Rawat Jalan Rumah Sakit

2020 ◽  
Vol 6 (1) ◽  
pp. 28
Author(s):  
Satriya Wijaya ◽  
Agus Aan Adriansyah
Keyword(s):  
Public Relations ◽  
Marketing Mix ◽  
Public Relation ◽  
Product Price ◽  
Cross Sectional ◽  
Physical Evidence ◽  
Place Promotion

Abstrak   Di era MEA ini, kepuasan pelanggan akan pelayanan jasa kesehatan salah satunya disebabkan oleh bagaimana pelaksanaan bauran pemasaran. Bauran pemasaran yang bisa dikatakan paling terkini untuk saat ini yaitu bauran pemasaran 9P. Salah satu organisasi penyedia jasa kesehatan di Indonesia yang telah melaksanakan bauran pemasaran 9P yaitu Rumah Sakit Islam Jemursari Surabaya. Namun, dari 9 komponen ini implementasinya masih belum optimal terutama untuk Public relations dan Power. Variabel Public relations dan Power sangat penting untuk mendukung terciptanya kepuasan konsumen yang berkelanjutan. Maka, pihak rumah sakit perlu memperhatikan kembali aspek bauran pemasaran demi menjaga kepuasan pasien dan menjaga respon baik pasien sebagai upaya rumah sakit dalam mempertahankan pelanggan lama untuk tetap memanfaatkan jasa pelayanan kesehatan. Penelitian ini termasuk jenis penelitian observasional sedangkan disain penelitian adalah penelitian cross sectional. Besar sampel penelitian ini sejumlah 87 responden yang ditentukan dengan menggunakan rumus yang digunakan untuk penelitian yang bersifat survei atau observasional. Variabel yang diamati adalah efektivitas pelaksanaan Marketing Mix (9P) mulai variabel Product, Price, Place, Promotion, People, Process, Physical Evidence, Public relations, Power terhadap kepuasan pelayanan. Analisis data dilakukan dengan tabulasi silang dan analisis pareto 80/20. Hasil penelitian menunjukkan Marketing mix product, place, promotion, people, process, physical evidence, public relation, power belum efektif karena pasien yang sangat puas masih dibawah 80%. Hanya Marketing Mix price responden yang cukup puas 100% dan ini bisa dikatakan cukup efektif karena melebihi 80%. Sedangkan Marketing Mix 9P dikatakan belum efektif karena walaupun sebagian responden mengatakan sudah cukup optimal namun pasien yang cukup puas masih dibawah 80%. Kata Kunci: efektivitas marketing mix 9P, Marketing mix 9P, Marketing mix 9P terhadap kepuasan pelayanan

scholarly journals KAJIAN PENERAPAN BLUE OCEAN STRATEGY PADA PEMBIAYAAN SINDIKASI SKIM MUSYARAKAH MUTANAQISHAH

2019 ◽  
Vol 5 (1) ◽  
pp. 112
Author(s):  
Eko Tama Putra Saratian ◽  
Alugoro Mulyowahyudi ◽  
Augustina Kurniasih
Keyword(s):  
Service Level Agreement ◽  
Service Level ◽  
Marketing Mix ◽  
Product Price ◽  
Purposive Sampling ◽  
Physical Evidence ◽  
Depth Interview ◽  
Place Promotion

Penelitian ini bertujuan untuk menganalisis penerapan blue ocean strategy pada pembiayaan sindikasi skim musyarakah mutanaqishah di Bank Syariah X. Adapun identifikasi masalah pada penelitian yaitu ketatnya persaingan di Industri Perbankan dan adanya fluktuasi pertumbuhan pembiayaan. Strategi yang saat ini digunakan mengacu pada konsep marketing mix 7P (product, price, place, promotion, people, process, physical evidence), namun dibutuhkan strategi baru untuk menjauh dari persaingan yang ketat tersebut. Desain penelitian dalam penelitian ini adalah pendekatan kualitatif. Metode sampling yang digunakan yaitu purposive sampling, dengan analisis data melalui observasi dan in-depth interview dari sumber partisipan internal dan eksternal Bank Syariah X dengan tingkat jabatan manajerial. Hasil penelitian menunjukkan competing factors pada pembiayaan sindikasi skim musyarakah mutanaqishah yaitu, Harga (Pricing), Service Level Agreement (SLA), Manajemen Relasi, Account Holder, Account Executive dan Jaringan Kantor. Dalam pemenuhan rangkaian syarat untuk menentukan ide blue ocean strategy yang layak secara komersial, pembiayaan sindikasi skim musyarakah mutanaqishah dapat memberikan manfaat kepada pembeli, menekan harga, dan pengadopsian strategi yang baik, namun belum dapat menekan biaya secara signifikan.

scholarly journals ANALISIS PENGARUH SERVICE MARKETING MIX 7P TERHADAP LOYALITAS PELANGGAN MELALUI KEPUASAN PELANGGAN DI KOZKO DIGITAL PRINTING SURABAYA

2021 ◽  
Vol 20 (1) ◽  
pp. 37-49
Author(s):  
Ryanne Natalia Hamdali ◽  
Tina Melinda
Keyword(s):  
Structural Equation Model ◽  
Structural Equation ◽  
Service Marketing ◽  
Marketing Mix ◽  
Equation Model ◽  
Digital Printing ◽  
Product Price ◽  
Online Platform ◽  
Purposive Sampling ◽  
Physical Evidence

Tujuan dari penelitian ini adalah untuk menguji dan menganalisis pengaruh bauran pemasaran jasa terhadap loyalitas pelanggan melalui kepuasan pelanggan pada Kozko Digital Printing Surabaya. Variabel bauran pemasaran jasa yang digunakan dalam penelitian ini adalah product, price, promotion, place, people, physical evidence, dan process. Populasi dalam penelitian ini merupakan seluruh pelanggan yang pernah menggunakan jasa Kozko Digital Printing pada tahun 2020 dan telah tercatat dalam database. Sampel dalam penelitian ini berjumlah 100 responden dengan teknik purposive sampling. Teknik pengambilan data dilakukan dengan membagikan kuesioner menggunakan skala likert. Metode analisis yang digunakan adalah kuantitatif dengan model Structural Equation Model (SEM) dan diolah dengan software Smart PLS 3.0. Hasildari penelitian menunjukkan bahwa variabel product, price, place, people, dan process berpengaruh positif terhadap kepuasan pelanggan di Kozko Digital Printing, sedangkan variabel promotion dan physical evidence tidak berpengaruh terhadap kepuasan pelanggan di Kozko Digital Printing dan kepuasan pelanggan berpengaruh terhadap loyalitas pelanggan. Kozko Digital Printing ke depannya diharapkan dapat memperluas variasi produknya dengan memasuki produk berbasis digital dan juga menambah platform penjualannya memasuki online platform.

‘BAKULAN’ MARKETING STRATEGY AND MARKETING MIX IN COMMUNITY SOMODARAN YOGYAKARTA

2020 ◽  
Vol 2 (2) ◽  
pp. 100-104
Author(s):  
Sri Nitta atmaja Crissiana Wirya Atmaja ◽  
Listya Sugiyarti, Nur Asmilia, Siti Hanah
Keyword(s):  
Marketing Strategy ◽  
Marketing Mix ◽  
Product Price ◽  
Physical Evidence ◽  
Place Promotion ◽  
Promotion Process

‘Bakulan’ (pedagang) Dusun Somodaran Yogyakarta memanfaatkan keahlian mereka seperti membuat kue donat dan lain-lain belum mengaplikasikan strategi pemasaran dengan sempurna, yang dikarenakan kekurangan pengetahuan di bidang tersebut. Dusun Somodaran adalah salah satu wilayah yang berada di kelurahan Banyuraden Kecamatan Gamping Kabupaten Sleman Propinsi Yogyakarta, dimana masyarakatnya yang kebanyakan adalah petani dan ‘bakulan’ kecil-kecilan. Metode yang digunakan berupa ekspositori yaitu penyampaian materi secara verbal dan inquiry, pembelajaran yang menekankan pada proses berpikir kritis dan analitis terkait keilmuan strategi pemasaran. Kegiatan Pengabdian Masyarakat menghasilkan bertambahnya keilmuan strategi pemasaran bagi para pedagang ‘bakulan’, Bagaimana cara mengimplementasikan 7P (Product, Price, Place, Promotion, Process, People, physical evidence) dalam mengembangkan ‘bakulan’ kecil-kecilan tersebut. Kegiatan Pengabdian Kepada Masyarakat diharapkan dapat memberikan inspirasi dan motivasi bagi para dosen/peneliti selanjutnya yang akan melakukan kegiatan yang sama dan berkelanjutan, ilmu yang diberikan dapat bermanfaat bagi masyarakat, akademisi dan penulis selanjutnya.  Kata Kunci: strategi pemasaran, Bauran Pemasaran

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