Pengaruh Harga Kualitas Pelayanan Paket Data Indosat Ooredoo Terhadap Kepuasan Pelanggan Di PT. Multi Media Selular Jakarta Timur

Catharina Frisca Apriliana Aini Catharina Frisca Apriliana Aini, Abdul Gofur Abdul Gofur

Abstract


This study was conducted with the aim to determine (1) the effect of price on customer satisfaction, (2) the effect of service quality on customer satisfaction, and (3) the effect of price and service quality on customer satisfaction. The study was carried out using a quantitative approach through surveys and questionnaires in accordance with statistical procedures. The data obtained were analyzed using multiple linear regression techniques with the help of the SPSS 25 program.

The population in this study are customers who use the Indosat Ooredoo data plans of PT Multi Media Selular in the East Jakarta area, with a sample of 95 respondents selected through simple random sampling technique.

From the results of the study it can be concluded that the price has an effect on customer satisfaction with PT Multi Media Selular products in Jakarta Timur. This means that when the price is not too high, then customer satisfaction with the products of PT Multi Media Selular in East Jakarta will increase. In addition, the service quality factor also significantly affects customer satisfaction with PT Multi Media Selular products in East Jakarta. This means that there is a unidirectional relationship between price and service quality variables and customer satisfaction variable for PT Multi Media Selular products in East Jakarta.

 


Keywords


price, service quality, customer satisfaction

Full Text:

PDF

References


Alma, B. (2013). Manajemen Pemasaran dan Pemasaran Jasa. Alfabeta.

Arli, D., & Tjiptono, F. (2017). God and green: Investigating the impact of religiousness on green marketing. International Journal of Nonprofit and Voluntary Sector Marketing, 22(3), 1–11. https://www.researchgate.net/profile/Denni-Arli/publication/318147201_God_and_green_Investigating_the_impact_of_religiousness_on_green_marketing/links/59bb3bdf458515e9cfc36e37/God-and-green-Investigating-the-impact-of-religiousness-on-green-marketing.pdf

Assauri, S. (2017). Manajemen Pemasaran. PT. RajaGrafindo Persada.

AWARD, T. B. (2021). SIMCARD PRABAYAR. https://www.topbrand-award.com/top-brand-index/?tbi_year=2021

Harjati, L., & Venesia, Y. (2015). PENGARUH KUALITAS LAYANAN DAN PERSEPSI HARGA TERHADAP KEPUASAN PELANGGAN PADA MASKAPAI PENERBANGAN TIGER AIR MANDALA. Vol 1. https://e-journal.jurwidyakop3.com/index.php/ekonomika/article/view/231

Kasmir. (2017). Customer Service Excellent Teori dan Praktik. RajaGrafindo Persada.

Kotler, & Amstrong, G. (2016). Principles of Marketing Sixteenth Edition Global Edition. Pearson Education Limited.

Kotler, P., & Amstrong, G. (2014). Principles of Marketing, 12th Edition Jilid 1 Terjemahan Bob Sabran. Erlangga.

Kotler, P., & Keller, K. L. (2016). Marketing management. 15th edition. Pearson Education,Inc.

Malik, F., Yaqoob, S., & Aslam, A. S. (2012). THE IMPACT OF PRICE The Impact Of Price Perception, Service Quality, And Brand Image On Customer Loyalty (Study of Hospitaly Industry In Pakistan). Interdesciplinary Journal Of Contemporary Research In Busines, Vol 4, No, 114–126.

Sangadji, E. M., & Sopiah. (2013). Perilaku Konsumen. CV. Andi Offset.

Schiffman, L., & Wisenblit, J. L. (2015). Consumer Behavior, 11th Edition. Pearson Education Limited.

Sugiyono. (2013). Metodelogi Penelitian Kuantitatif, Kualitatif Dan R&D. Alfabeta.

Tjiptono, F. (2012). Service Management Mewujudkan Layanan Prima. Edisi. 2. CV. Andi Offset.

Tjiptono, F. (2015). Strategi Pemasaran (4th ed.). CV. Andi Offset.

Yuliantari, K., & Ulfa, S. N. (2016). Disiplin Kerja Mempengaruhi Kinerja Karyawan Pada PT . Megah Bangun Baja Semesta Jakarta. 4(2), 354–373.

Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2018). What Are Services? (7th ed.). Mc Graw Hi Education.




DOI: https://doi.org/10.31334/jambis.v2i5.2605

DOI (PDF): https://doi.org/10.31334/jambis.v2i5.2605.g1192

Refbacks

  • There are currently no refbacks.


Copyright (c) 2022 JAMBIS : Jurnal Administrasi Bisnis

Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.

JAMBIS : Jurnal Administrasi Bisnis

ISSN 2775-2615 (Media Online)
Email :  [email protected]
Website: http://ojs.stiami.ac.id/index.php/JUMABI/index

 

INDEKS BY: