The Weight of Product Quality and Service Quality on Customer Satisfpretense of PT. Tigabelas Pilar Mandiri in South Jakarta
DOI:
https://doi.org/10.31334/bijak.v19i2.2536Keywords:
Product Quality, Service, Customer Satisfpretense,Abstract
This investigation aims to examine and anatomize the weight of product quality and service quality variables on customer satisfpretense at PT Tigabelas Pilar Mandiri in South Jakarta. This research usual multiple linear regression method where the data was cured by SPSS program. The sample consisted of 61 respondents who were customers of PT Tigabelas Pilar Mandiri in 2020. The instrument usual to collect data was a structured questionnaire with a Likert scale consisting of 32 questions that were composed based on indicators and measurement derived from every variproof. The results showed that: (1) Product Quality impresss Customer Satisfpretense by 57.2%; (2) Service Quality impresss Customer Satisfpretense by 33.3%; (3) Product Quality and Service Quality synchronously impress Customer Satisfpretense by 57.8%.
References
Brata Baruna Hadi.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 Vol-2.
Feigenbaum. 2000. Kendali Mutu Terpadu. Edisi Ketiga, Jilid 1. Erlangga :Jakarta .
Ghozali 2013. Aplikasi Analisi Multivariate Dengan Progam IBM SPSS 23. Edisi 8. Semarang.
Hermawan Budi. 2011. Pengaruh Kualitas Produk Terhadap Kepuasan, Reputasi Merek Dan Loyalitas Konsumen Jamu Tolak Angin Pt. Sido Muncul. Jurnal Manajemen Teori dan Terapan No. 2.
Irawan, Handi. 2012. Membedah Strategi Kepuasan Pelanggan. Cetakan Pertama. PT. Gramedia : Jakarta.
Kotler. 2005. Manajemen Pemasaran Edisi 11 Jilid 1. PT. Prehalindo: Jakarta.
Kotler, dan Amstrong. 2004. Dasar-Dasar Pemasaran Edisi 9 Jilid 1.Indeks: Jakarta.
Kotler, P. dan K. L. Keller. 2009. Manajemen Pemasaran. Edisi 13. Jilid 1. Erlangga: Jakarta.
_____. 2009. Manajemen Pemasaran Edisi 13 Jilid 1. Erlangga: Jakarta.
_____. 2012. Analisis, Perencanaan, Implementasi dan Pengendalian. Salemba Empat : Jakarta.
Lupiyoadi R. 2013. Manajemen Pemasaran Jasa (Praktik dan Teori). Salemba Empat : Jakarta.
Prasetio, Ari. 2012. Pengaruh Kualitas Pelayanan Dan Harga Terhadap Kepuasan Pelanggan PT Tiki Cabang Semarang. Management Analysis Journal 1.
Rezaldi, Ardian dan Mariam, Siti. 2021. Pengaruh Promosi di Media Sosial dan Kualitas Pelayanan Terahadap Konsumen untuk Bergabung sebagai Member di Osbond Gym Cempaka Putih Jakarta Pusat. JAMBIS. Jurnal Administrasi Bisnis. Vol. 1. No. 4
Mariam Siti, Kresna EP, Ramli AH. 2022. The Effect Of Diferentiation, Price, And Facility On Customers’ Satisfaction (Case Study On Goen Authentic In East Jakarta). Jurnal Majalah Ilmiah Bijak, Volume 19 (1), 96 -106.
Supranto, J. 2006. Pengukuran Tingkat Kepuasan Pelanggan untuk Menaikkan Pangsa Pasar, Cetakan Ketiga. PT.Rineka Cipta: Jakarta
Sugiyono. 2013. Metode Penelitian Bisnis. Cetakan ke-17. Alfabeta: Bandung.
_____. 2010. Metode Penelitian Kuantitatif, Kualitatif dan R&D. Edisi Kedua. Alfabeta: Bandung.
Setiawan, Heri. 2016. Pengaruh Kualitas Produk, Kualitas Pelayanan Dan Kepercayaan Terhadap Kepuasan Nasabah Dan Loyalitas Nasabah Dengan Kepuasan Sebagai Variabel Intervening. Journal of Management, Volume 2 No.2 Tahun.
Sembiring, Inka Janita, Suharyono dan Andriani Kusumawati.2014. Pengaruh Kualitas Produk Dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan Dalam Membentuk Loyalitas Pelanggan (Studi Pada Pelanggan Mcdonald’s Mt.Haryono Malang). Jurnal Administrasi Bisnis Vol. 15 No. 1.
Tjiptono, F. 2014. Pemasaran Jasa. Andi Offset: Yogyakarta
Tjiptono, Fandy dan Gregorius Chandra. 2016. Service Quality and Satisfaction, Edisi 4. Andi Offset: Yogyakarta.
Zakaria, D.G. 2017. Pengaruh Kualitas Pelayanan, Kualitas Produk Dan Harga Terhadap Kepuasan Pelanggan. Jurnal Ilmu dan Riset Manajemen Vol. 6 No. 4.
Downloads
Published
Issue
Section
License
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License
Please find the rights and licenses in Majalah Ilmiah Bijak By submitting the article/manuscript of the article, the author(s) agree with this policy. No specific document sign-off is required.
- License
The commercial use of the article will be governed by the Creative Commons Attribution license as currently displayed on Creative Commons Attribution-ShareAlike 4.0 International License.
2. Author(s)' Warranties
The author warrants that the article is original, written by stated author(s), has not been published before, contains no unlawful statements, does not infringe the rights of others, is subject to copyright that is vested exclusively in the author and free of any third party rights, and that any necessary written permissions to quote from other sources have been obtained by the author(s).
3. User Rights
Majalah Ilmiah Bijak spirit is to disseminate articles published are as free as possible. Under the Creative Commons license, Majalah Ilmiah Bijak permits users to copy, distribute, display, and perform the work for non-commercial purposes only. Users will also need to attribute authors and Majalah Ilmiah Bijak on distributing works in the journal and other media of publications.
4. Co-Authorship
If the article was jointly prepared by more than one author, any authors submitting the manuscript warrants that he/she has been authorized by all co-authors to be agreed on this copyright and license notice (agreement) on their behalf, and agrees to inform his/her co-authors of the terms of this policy. Jurnal Bijak will not be held liable for anything that may arise due to the author(s) internal dispute. Majalah Ilmiah Bijak will only communicate with the corresponding author.
5. Miscellaneous
Majalah Ilmiah Bijak will publish the article (or have it published) in the journal if the article’s editorial process is successfully completed. Jurnal Bijak editors may modify the article to a style of punctuation, spelling, capitalization, referencing and usage that deems appropriate. The author acknowledges that the article may be published so that it will be publicly accessible and such access will be free of charge for the readers as mentioned in point 3.
Every accepted manuscript should be accompanied by "Copyright Transfer Agreement"prior to the article publication.
