Faktor-faktor yang mempengaruhi kepuasan pelanggan: kualitas pelayanan, harga dan kualitas produk (literature review strategic marketing management)
DOI:
https://doi.org/10.38035/jim.v1i1.19Keywords:
Kepuasan Pelanggan, Kualitas Pelayanan, Harga dan Kualitas ProdukAbstract
Riset terdahulu atau riset yang relevan sangat penting dalam suatu riset atau artikel ilmiah. Riset terdahulu atau riset yang relevan berfungsi untuk memperkuat teori dan fenomena hubungan atau pengaruh antar variable. Artikel ini mereview Faktor-faktor yang mempengaruhi Kepuasan Pelanggan, yaitu: Kualitas Pelayanan, Harga dan Kualitas Produk, suatu studi literatur Strategic Marketing Management. Tujuan penulisan artikel ini guna membangun hipotesis pengaruh antar variabel untuk digunakan pada riset selanjutnya. Hasil artikel literature review ini adalah: 1) Kualitas Pelayanan berpengaruh terhadap Kepuasan Pelanggan; 2) Harga berpengaruh terhadap Kepuasan Pelanggan; dan 3) Kualitas Produk berpengaruh terhadap Kepuasan Pelanggan.
References
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Anggraeni, Dita P., et al. "Pengaruh Kualitas Produk Terhadap Kepuasan Dan Loyalitas Pelanggan (Survei Pada Pelanggan Nasi Rawon Di Rumah Makan Sakinah Kota Pasuruan)." Jurnal Administrasi Bisnis S1 Universitas Brawijaya, vol. 37, no. 1, 25 Aug. 2016, pp. 171-177.
Bhinawan, M. & Hapzi, A. (2017). Analysis of the Company Image and Service Quality through Customer Satisfaction to Customer Loyalty (A Field Research in PT. Nusantara Water Centre). Scholars Bulletin ISSN 2412-9771 (Print) (A Multidisciplinary Journal) ISSN 2412-897X (Online) An Official Publication of “Scholars Middle East Publishers”, Dubai, United Arab Emirates Website: http://scholarsbulletin.com/
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Hadi brata, Husani, Hapzi (2017). The Influence of Quality Products, Price, Promotion, and Location to Product Purchase Decision on Nitchi At PT. Jaya Swarasa Agung in Central Jakarta. Saudi Journal of Business and Management Studies ISSN 2415-6663 (Print) ISSN 2415-6671 (Online). An Official Publication of “Scholars Middle East Publishers”, Dubai, United Arab Emirates Website: http://scholarsmepub.com/
Hertati, L., Safkaur, O., & Simanjuntak, O. M. (2019). How to Align Management Commitments to the Successful Implementation of Management Accounting Information Systems in Manager Decision Making. IJTC Ilomata International Journal of Tax & Accounting 1(2) 89-93.
Kotler Dan G. Amstrong (2013). Prinsip-Prinsip Pemasaran. Jilid 1. Edisi 12. Jakarta: Erlangga.
Kotler, Philip And Kevin Lane Keller (2015). Marketing Management 15e. New Jersey: Person Prentice Hall, Inc.
Kurniadi, Arben, and Baruna Hadibrata (2017)."Pengaruh Kualitas Layanan, Kualitas Produk dan Persepsi Harga terhadap Kepuasan Pelanggan pada Restoran Great Indonesia." Swot, vol. 7, no. 2, 2017.
Lovelock, H., Wirtz, J., & Tat Keh Hean, (2012). Services Marketing in Asia: Managing, People, Technology and Strategy. New Jersey : Prentice Hall.
Mosahab, R., Mahamad, O., & Ramayah, T. (2010). Service quality, customer satisfaction and loyalty: A test of mediation. International business research, 3(4), 72.
Parasuraman, A., Zeithaml, V. a, & Berry, L. L. (1988). SERQUAL: A Multiple-Item scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, 64(1), 12–40. http://doi.org/10.1016/S0148-2963(99)00084-3
Rumiyati, R., & Syafarudin, A. (2021). Pengaruh kualitas pelayanan, bauran pemasaran, terhadap kepuasan nasabah bank era covid-19. Insight Management Journal, 1(2), 32-42. Retrieved from https://journals.insightpub.org/index.php/imj/article/view/23
Subekhi, Imam & Hadibrata, Baruna (2020). The effect of price, quality of service, brand image of internet product VSAT IP broadband quota to Alfamart customer satisfaction. Dinasti International Journal of Education Management And Social Science. 2. 162-171. https://doi.org/10.31933/dijemss.v2i1.605.
Tjiptono, Fandy (2002). Strategi Pemasaran. Yogyakarta: Penerbit Andi
Waliha, Siti (2020). Analysis of The Effect of Service Quality and School Location on Student Satisfaction and Its Impact on Student Loyalty at 32 Jakarta Senior High School. Dinasti International Journal of Digital Business Management https://dinastipub.org/DIJDBM/article/view/591
Zeithaml, Valarie, Mary Jo Bitner, Dwayne D. Gremler. (2006). Service Marketing. McGraw-Hill International Edition.
Anggraeni, Dita P., et al. "Pengaruh Kualitas Produk Terhadap Kepuasan Dan Loyalitas Pelanggan (Survei Pada Pelanggan Nasi Rawon Di Rumah Makan Sakinah Kota Pasuruan)." Jurnal Administrasi Bisnis S1 Universitas Brawijaya, vol. 37, no. 1, 25 Aug. 2016, pp. 171-177.
Bhinawan, M. & Hapzi, A. (2017). Analysis of the Company Image and Service Quality through Customer Satisfaction to Customer Loyalty (A Field Research in PT. Nusantara Water Centre). Scholars Bulletin ISSN 2412-9771 (Print) (A Multidisciplinary Journal) ISSN 2412-897X (Online) An Official Publication of “Scholars Middle East Publishers”, Dubai, United Arab Emirates Website: http://scholarsbulletin.com/
Chandra, Teddy & Ng, Martha & Chandra, Stefani & Priyono, Priyono. (2018). The Effect of Service Quality on Student Satisfaction and Student Loyalty: An Empirical Study. Journal of Social Studies Education Research. 9. 109-131.
Hadi brata, Husani, Hapzi (2017). The Influence of Quality Products, Price, Promotion, and Location to Product Purchase Decision on Nitchi At PT. Jaya Swarasa Agung in Central Jakarta. Saudi Journal of Business and Management Studies ISSN 2415-6663 (Print) ISSN 2415-6671 (Online). An Official Publication of “Scholars Middle East Publishers”, Dubai, United Arab Emirates Website: http://scholarsmepub.com/
Hertati, L., Safkaur, O., & Simanjuntak, O. M. (2019). How to Align Management Commitments to the Successful Implementation of Management Accounting Information Systems in Manager Decision Making. IJTC Ilomata International Journal of Tax & Accounting 1(2) 89-93.
Kotler Dan G. Amstrong (2013). Prinsip-Prinsip Pemasaran. Jilid 1. Edisi 12. Jakarta: Erlangga.
Kotler, Philip And Kevin Lane Keller (2015). Marketing Management 15e. New Jersey: Person Prentice Hall, Inc.
Kurniadi, Arben, and Baruna Hadibrata (2017)."Pengaruh Kualitas Layanan, Kualitas Produk dan Persepsi Harga terhadap Kepuasan Pelanggan pada Restoran Great Indonesia." Swot, vol. 7, no. 2, 2017.
Lovelock, H., Wirtz, J., & Tat Keh Hean, (2012). Services Marketing in Asia: Managing, People, Technology and Strategy. New Jersey : Prentice Hall.
Mosahab, R., Mahamad, O., & Ramayah, T. (2010). Service quality, customer satisfaction and loyalty: A test of mediation. International business research, 3(4), 72.
Parasuraman, A., Zeithaml, V. a, & Berry, L. L. (1988). SERQUAL: A Multiple-Item scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, 64(1), 12–40. http://doi.org/10.1016/S0148-2963(99)00084-3
Rumiyati, R., & Syafarudin, A. (2021). Pengaruh kualitas pelayanan, bauran pemasaran, terhadap kepuasan nasabah bank era covid-19. Insight Management Journal, 1(2), 32-42. Retrieved from https://journals.insightpub.org/index.php/imj/article/view/23
Subekhi, Imam & Hadibrata, Baruna (2020). The effect of price, quality of service, brand image of internet product VSAT IP broadband quota to Alfamart customer satisfaction. Dinasti International Journal of Education Management And Social Science. 2. 162-171. https://doi.org/10.31933/dijemss.v2i1.605.
Tjiptono, Fandy (2002). Strategi Pemasaran. Yogyakarta: Penerbit Andi
Waliha, Siti (2020). Analysis of The Effect of Service Quality and School Location on Student Satisfaction and Its Impact on Student Loyalty at 32 Jakarta Senior High School. Dinasti International Journal of Digital Business Management https://dinastipub.org/DIJDBM/article/view/591
Zeithaml, Valarie, Mary Jo Bitner, Dwayne D. Gremler. (2006). Service Marketing. McGraw-Hill International Edition.
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Published
2022-07-14
How to Cite
Priyowibowo, E., Gusfriyanto, H., & Hadibrata, B. . (2022). Faktor-faktor yang mempengaruhi kepuasan pelanggan: kualitas pelayanan, harga dan kualitas produk (literature review strategic marketing management). Jurnal Ilmu Multidisiplin, 1(1), 118–126. https://doi.org/10.38035/jim.v1i1.19
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