Pengaruh Kualitas Pelayanan, Harga Dan Promosi Terhadap Kepuasan Konsumen di Muliamart

Garnis Savitri; Nersiwad Nersiwad; Budi Utami

doi:10.61132/maeswara.v1i5.208

Authors

Garnis Savitri Universitas Islam Majapahit
Nersiwad Nersiwad Universitas Islam Majapahit
Budi Utami Universitas Islam Majapahit

DOI:

https://doi.org/10.61132/maeswara.v1i5.208

Keywords:

Service Quality, Price, Promotion, Consumer Satisfaction

Abstract

The more stringent developments in business life, the more difficult it is for any company to maintain customer satisfaction from its competitors. For this reason, service quality is needed to retain consumers, not only service quality, price and promotion are also the most important things in retaining consumers. This study aims to identify the effect of service quality, price, and promotions significantly on customer satisfaction at Muliamart. The sample used was 100 respondents. The method used uses quantitative methods. The sampling technique used in this study was purposive sampling technique, namely sampling with certain criteria. The analysis model used is multiple linear regression analysis processed using SPSS 2022. The results of this study indicate that Service Quality has a partial effect (3.636 > 1.988), Service Price has a partial effect (2.427 > 1.988), and Service Promotion has a partial effect of (3.422 > 1.988) t-count > t-table on Satisfaction. Meanwhile, service quality, price, and promotion have a simultaneous effect of (46,765 > 2,700) f-count > f-table on consumer satisfaction. the magnitude of the coefficient of determination (R Square) is 0.594 or equal to 59.4%. And the rest is influenced by other variables.

References

Ayu, P., Pusparani, Y., & Rastini, N. M. (n.d.). PENGARUH KUALITAS PRODUK DAN BRAND IMAGE TERHADAP KEPUASAN KONSUMEN DAN LOYALITAS PELANGGAN KAMERA CANON DIGITAL SINGLE LENS REFLEX (DSLR) DI KOTA DENPASAR.

Dea, N. L. P., Sari, A., Dwi, N. M., & Mayasari, A. (2022). PENGARUH HARGA DAN KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN DI TOKO GROSIR TIRTA YASA KECAMATAN BANJAR. Jurnal Manajemen Dan Bisnis, 4(1). https://ejournal.undiksha.ac.id/index.php/Prospek/article/view/33842/21852

Dewantara, S. (n.d.). PENGARUH KUALITAS PELAYANAN DAN PERSEPSI HARGA TERHADAP KEPUASAN KONSUMEN PENGGUNA JASA PENGIRIMAN BARANG PADA JNE (Studi pada mahasiswa STIE Malangkucecwara Malang). Retrieved February 27, 2023, from https://repository.stie-mce.ac.id/1608/2/BAB%20I%20PENDAHULUAN.pdf

Ghozali Imam. (2018). Aplikasi Analisis Multivariate Dengan Program IBM SPSS 25. Badan Penerbit Universitas Diponegoro.

Hurriyati, R. (2018). Bauran Pemesaran dan Loyalitas Konsumen, Edisi keempat. CV. Alfabeta.

Irwansyah, D. (2020a). PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN DI ALFAMART KECAMATAN TALIWANG KABUPATEN SUMBAWA BARAT. https://repository.ummat.ac.id/1090/1/COVER%20-%20BAB%20123.pdf

Ismail, T., Yusuf, R., & Piksi Ganesha, P. (n.d.). PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN KANTOR INDIHOME GEGERKALONG DI KOTA BANDUNG. 5(3), 2021. Retrieved April 17, 2023, from https://journal.stiemb.ac.id/index.php/mea/article/view/1479/712

Kotler, P., & Amstrong, G. (2016). Prinsip-prinsip Pemasaran (Edii13. Jilid 1). Erlangga.

Lupiyoadi Rambat. (2006). Manajemen Pemasaran Jasa (Edisi: kedua). Penerbit Salemba Empat.

Mamuaya, N. C., & Mundung, B. I. (2023). PERAN KEPUASAN NASABAH DALAM MEMEDIASI PENGARUH CUSTOMER RELATIONSHIP MARKETING TERHADAP LOYALITAS NASABAH. In Bisnis dan Akuntansi (Vol. 2, Issue 1). http://bajangjournal.com/index.php/JEMBA

Kotler, P., & Armstrong, G. (2019). Prinsip – Prinsip Pemasaran, Edisi 12 Jilid 1, Terjemahan Bob Sabran. Jakarta : Erlangga.

Pitoi, C. D., Tampi, J. R. E., Punuindoong, A. Y., Ilmu, J., Program, A., & Bisnis, S. A. (2021). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Konsumen Hotel Best Western The Lagoon Manado. Productivity, 2(1), 1–5. https://www.google.com/url?sa=i&rct=j&q=&esrc=s&source=web&cd=&cad=rja&uact=8&ved=0CAIQw7AJahcKEwiQ_vHEzpX_AhUAAAAAHQAAAAAQAw&url=https%3A%2F%2Fejournal.unsrat.ac.id%2Findex.php%2Fproductivity%2Farticle%2Fview%2F32048%2F30432&psig=AOvVaw1xkUXALP_1dJkx9pGD7A6v&ust=1685280832405010

Putri Ariyanti, W., Hermawan, H., & Izzudin, A. (2022). pengaruh harga dan lokasi terhadap kepuasan pelanggan. Jurnal Manajemen Sumber Daya Manusia, Adminsitrasi Dan Pelayanan Publik, 9, 85–94. https://stia-binataruna.e-journal.id/PUBLIK/article/view/257/167

Rahayu, E. (2020). Pengaruh Harga Dan Kualitas Produk Terhadap Kepuasan Konsumen T-Mart Express Indonesia. Jurnal Manajemen Strategi Dan Aplikasi Bisnis, 3(1), 1–10. https://doi.org/10.36407/jmsab.v3i1.114

Santoso, J. B. (2019). PENGARUH KUALITAS PRODUK, KUALITAS PELAYANAN, DAN HARGA TERHADAP KEPUASAN DAN LOYALITAS KONSUMEN (STUDI PADA KONSUMEN GEPREK BENSU RAWAMANGUN) (Vol. 16, Issue 01). https://ejournal.stei.ac.id/index.php/JAM/article/view/271/186

Studi Manajemen, P., Septian, D., Saputra, A., Putera Batam Jalan Soeprapto Muka Kuning, U. R., Batu Aji, K., Batam, K., & Riau, K. (2020). Maker: Jurnal Manajemen PENGARUH PROMOSI DAN KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN KEPRI MALL. http://www.maker.ac.id/index.php/maker

Sugiyono. (2019). Metode Penelitian Kuantitatif, Kualitatif, dan R&D. . Bandung: Alfabeta.

Thung, F. (2019). PENGARUH KUALITAS PELAYANAN MITRA GO-JEK TERHADAP. https://wiyatamandala.e-journal.id/JBM/article/view/56/54

Veronika Marpaung, M., & Eka Saputri, M. (n.d.). PENGARUH HARGA TERHADAP KEPUASAN PELANGGAN DI CAFE KOPI MASSA KOK TONG LIM MING TEBING TINGGI. 5(3), 2021. Retrieved April 30, 2023, from https://journal.stiemb.ac.id/index.php/mea/article/view/1418/708

Zikri, M., & Nurdin, M. T. (2021). KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PADA RUMAH MAKAN PADANG DI IDI RAYEUK KABUPATEN ACEH TIMUR. Jurnal Ekonomi Syari’ah, 2, 41–56. https://www.google.com/url?sa=t&rct=j&q=&esrc=s&source=web&cd=&ved=2ahUKEwiH8O_p4Jr_AhVw2DgGHbV7C4w4FBAWegQIIBAB&url=https%3A%2F%2Fjournal.staiat.ac.id%2Findex.php%2Fiqtishady%2Farticle%2Fdownload%2F56%2F48&usg=AOvVaw2RUAM7e5WVBpKfNVmB-k1e