PENGARUH KERELASIAN PEMASARAN DAN KUALITAS PRODUK TERHADAP KEPUASAN PELANGGAN PADA PT ASRI PANCAWARNA

Yuli Evitha

Abstract


The phenomenon that occurs today is the dissatisfaction of customers of PT. Asri Pancawarna / APW, became the basis or purpose of this study. This study aims to determine the content of relation (X1) and product quality (X2), either partially or simultaneously to customer satisfaction (Y).

In order to achieve the objectives of the study, this study used questionnaire instruments developed and arranged in Likert Scale. The sample in this study was taken with simple random sampling amount of 67. While the data analysis technique is multiple linear regression.

The results showed that Marketing Relationship Against Customer Satisfaction, as well as Product Quality of Customer Density Properties. Marketing Relation Variables and Product Quality can cause 98.2% of Customer Satisfaction.


Keywords


Marketing Relation, Product Quality, Customer Satisfaction, Multiple Linear Regression

Full Text:

PDF

References


Afnita, Ening Nur. 2008.Analisis Pengaruh Kualitas Pelayanan, Fasilitas danHarga Terhadap Kepuasan Konsumen Pengguna Jasa Kereta ApiEksekutif Argo Sindoro

Anderson, E. W.,et al. 1994.Customer Satisfaction, Market Share, and Profitability: Findings from Sweden. Journal of Marketing,Vol. 58, No.1 (January, pp. 53-56).

Anderson, J. C.,et al.1993.Customer Value Assessment in Business Markets: AState-of-Practice Study. Journal of Business to Business Marketing,Vol.1, No. 1, pp. 3-30.

Andi Yulianto. 2003. Analisis Quality Function Deployment (QFD):The Voice of Customer untuk Menghasilkan Kualitas Jasa (Studi kasus pada PT. Kereta Api Indonesia).Media Riset Bisnis &Manajemen Vol. 3, No. 2, pp. 184 – 201.Sudarmadi, Dyah Hasto Palupi. Majalah SWA 24/XVII/22 November-2 Desember 2001.

Aritonang, Lerbin. 2005.Kepuasan Pelanggan: Pengukuran dan Penganalisisan dengan SPSS. Jakarta: Gramedia.Buttle,

Bagyo. 2006. Analisis Faktor-Faktor yang Mempengaruhi Kepuasan Pelanggan dan Pengaruhnya Terhadap Loyalitas Pelanggan (Studi pada Bank BRI Demak).Jurnal Sains Pemasaran Indonesia Volume V, No. 2, halaman 193-210.

Butz, H. E., Jr. and L. D. Goodstein. 1996. Measuring Customer Value: Gaining the Strategic Advantage.Organizational Dynamics,Vol. 24 (Winter, pp.63-77).

Dwi Kartini Yahya. 2002. Perilaku Konsumen Jilid 2 Edisi Kelima.Jakarta: Erlangga.Mujiharjo,

Edvardsson, B.,et al. 2000.The Effects of Satisfaction and Loyalty on Profits and Growth: Products vs Services,Total Quality Management,Vol. 11,No. 7, pp. 917-927.

Engel, James et al, 1994.Perilaku Konsumen Jilid 2, Binarupa Aksara, Jakarta

Fariza, Diana. 2008.Analisis Faktor-Faktor yang Mempengaruhi Kepuasan Pelanggan Indosat di Kota Semarang

Ferdinand, Augusty. 2006.Metode Penelitian Manajemen. Semarang: BPUNDIP.

Fornell, C. 1992. A National Customer Satisfaction Barometer: The Swedish Experience. Journal of Marketing, Vol. 55, No. 1 (January, pp. 6-21).

Fornell, C.,et al.1996.The American Customer Satisfaction Index: Nature, Purpose, and Findings. Journal of Marketing, Vol. 60, No. 4 (October, pp. 7-18).

Francis. 2007.Customer Relationship Management (Manajemen Hubungan Pelanggan) Concepts and Tools.Malang: Bayumedia Publishing.

Ghozali, Imam. 2009.Aplikasi Analisis Multivariate dengan Program SPSS. Semarang: BP UNDIP.

Gregorius Chandra. 2005. Service, Quality & Satisfaction. Yogyakarta: Penerbit Andi. www.kedaidigital.com diakses pada 3 Januari 2010.

Holbrook, M. B. 1994. “The Nature of Customer Value: An Axiology of Services in the Consumption Experience” in Rust, R.T. and R. L. Oliver (eds.), Service Quality: New Directions in Theory and Practice. Thousand Oaks, California: Sage Publications.

Kotler, Philip, Benyamin Molan. 2005. Manajemen Pemasaran Jilid 1.Jakarta:INDEKS Kelompok Gramedia.

Kotler, Philip, Benyamin Molan. 2005. Manajemen Pemasaran Jilid 2.Jakarta:INDEKS Kelompok Gramedia.

Kotler, Philip, Gary Armstrong. 2008. Principles of Marketing Thirteenth Edition. New Jersey: Pearson Education, Inc.

Lupiyoadi, Rambat, Hamdani. 2006. Manajemen Pemasaran Jasa. Jakarta: Salemba Empat.

Margaretha, Moureen. 2004.Studi Mengenai Loyalitas Pelanggan pada DivisiAsuransi Kumpulan AJB Bumi Putera 1912 (Studi Kasus di JawaTengah). Jurnal Sains Pemasaran Indonesia Volume III, No. 3, Desember2004, halaman 289-308.Mowen, John C, Michael Minor,

Nasution, MN. 2001. Manajemen Mutu Terpadu (Total Quality Management).Jakarta: Ghalia Indonesia.

Oliver, R. L. 1997.“A Cognitive Model of The Antecedents and Consequencesof Satisfaction Decisions”, Journal of Marketing Research, Vol. 17, No.4, pp. 460-469.Palupi, Dyah Hasto. Majalah SWA 20/XX/30 September-13 Oktober 2004.

Parasuraman A., V. A. Zeithaml & L. L. Berry. 1990.“Delivering Quality Service; Balancing Customer Perceptions and Expectations”.London:Collier Macmillan Publisers.Sabihaini,

Rangkuti, Freddy. 2006.Measuring Customer Satisfaction: Teknik Mengukurdan Strategi Meningkatkan Kepuasan Pelanggan plus Analisis Kasus PLN-JPJakarta: Gramedia.

Sugiyono. 2001.. Metode Penelitian Bisnis. Bandung: Alfabeta.

Swastha, Basu, Hani Handoko. 1997. Analisis Perilaku Konsumen.Jakarta:Erlangga.

Tjiptono, Fandy, Anastasia Diana. 2003. Total Quality Management.Yogyakarta: Penerbit Andi.Tjiptono, Fandy,

Tjiptono, Fandy. 2006.Pemasaran Jasa. Malang: Bayumedia Publishing.

Zeithaml, V. A. 1988.“Consumer Perceptions of Price, Quality and Value: A Means-End Model and Synthesis of Evidence”, Journal of Marketing,Vol. 52, No. 3 (July), pp. 2-22.




DOI: https://doi.org/10.31334/jli.v1i1.126

DOI (PDF): https://doi.org/10.31334/jli.v1i1.126.g111

Refbacks

  • There are currently no refbacks.


Copyright (c) 2018 Jurnal Logistik Indonesia

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

View My Stats

____________________________________________

Jurnal Logistik Indonesia

ISSN 2579-8952 (media cetak), 2621-6442 (media online)

Email : [email protected]/[email protected]

Website: http://ojs.stiami.ac.id/index.php/logistik

INDEKS BY: