PENGARUH PELAYANAN, KUALITAS PRODUK DAN HARGA TERHADAP KEPUASAN PELANGGAN PADA WARUNG BAKSO BANDUNG DI TENGGARONG

Authors

  • Saldon Silitubun Sekolah Tinggi Ilmu Ekonomi Tenggarong
  • Silvana Wijayanti Sekolah Tinggi Ilmu Ekonomi Tenggarong
  • Farida Aryani Sekolah Tinggi Ilmu Ekonomi Tenggarong

DOI:

https://doi.org/10.61509/luxICM7183

Keywords:

service, product quality, price customer, satisfaction

Abstract

Warung Bakso Bandung as one of the sales businesses, one of the things that need to be considered is the level of customer satisfaction, this concerns service to customers who come to make purchases and prices that can influence consumers to make purchases. The purpose of this study is to determine the effect of service variables, product quality, and price on customer satisfaction at Warung Bakso Bandung in Tenggarong. To determine the effect of partial and significant service variables on customer satisfaction at Warung Bakso Bandung in Tenggarong. To determine the effect of product quality has a partial and significant effect on customer satisfaction at Warung Bakso Bandung in Tenggarong. To determine the effect of price variables partially affecting customer satisfaction at Warung Bakso Bandung in Tenggarong. The results of the research obtained are the results of the calculation of test F (simultaneous correlation / together), it can be said that the variables of service (X1), product quality (X2) and price (X3) together (simultaneously) are able to show their influence on customer satisfaction. Service variables have a positive influence on customer satisfaction. Product quality variables have a positive influence on customer satisfaction. Price variables have a positive influence on customer satisfaction.

References

Alma, Buchari. (2005). Manajemen Pemasaran dan Pemasaran Jasa. Bandung: Alfabeta.

Drucker, 2004, “ Perilaku dan Manajemen Organisasi “ Edisi Bahasa Indonesia, Erlangga, Yogyakarta

Eko Fernando (2013), “Pengaruh Kepercayaan, Komitmen, Dan Komunikasi Serta Penanganan Keluhan Terhadap Loyalitas Nasabah Pada PT. Bank Danamon Tbk. Cabang Semarang.

Griffin, J. (2003), Customer loyalty: Menumbuhkan dan Mempertahankan Kesetiaan Pelanggan, Alih bahasa: Dr Dwi Kartini Yahya, Erlangga, Jakarta.

Husein Umar, 2003, Metodologi Penelitian Untuk Skripsi dan Tesis Bisnis, Jakarta : PT. Gramedia Pustaka.

Hasibuan, Melayu , 2007, “ Manajemen Sumber Daya Manusia “ “ edisi revisi “ PT Bumi Aksara : Jakarta

Heidjrachman (2005). Manajamen Dasar. Buku 2, Edisi kedua belas. Jakarta; PT.INDEKS.

Kotler, Philip, (2000), Manajemen Pemasaran, PT. Prenhallindo, Jakarta.

Kotler, Philip, 2009. Manajemen Pemasaran, Edisi Milenium, Prehalindo, Jakarta. Kartajaya,

Hermawan, 2003, Hermawan Kartajaya on Marketing, Jakarta : PT. Gramedia Pustaka Utama. Kertajaya,

Hermawan. (2007). Hermawan Kertajaya on service. PT. Mizan pustaka. Jakarta. Karsono, 2006, Pengaruh Manfaat Relasional Dan Kualitas Hubungan Terhadap Kesetiaan Dan Komunikasi Lisan Pelanggan, Jurnal Bisnis Dan Manajemen, Volume 6 No. 1.2006:97-120.

Mursid Bustami dkk. (2007). Manajemen Stroke Komprehensif. Yogyakarta: Pustaka Cedekia Press.

Morgan, R.M., & Hunt. S.D., (1994), The Commitment-Trust of The Relationship Marketing, Journal of Marketing, July, Vol. 58, No.3, pp.20-38.

Ndubisi, Nelson Oly, dll. (2007). Supplier-customer Relationship Management and Customer Loyalty: The Banking Industry Perspective. Journal of Enterprise Information Management, volume 20 no 2, halaman 222-236.

Ramadania, 2002, “Kepercayaan dan Komitmen sebagai Perantara Kunci Relationship Marketing dalam Membangun Loyalitas”. Jurnal Riset Ekonomi dan Manajemen, Vol. 2, No. 1, h. 33-52.

Siagian, P. Sondang. (2009). Manajemen Operasional dan Produksi. BPFE UGM: Yogyakarta.

Sunarto. (2006). Manajemen Pemasaran 2. Adityamedia, Yogyakarta. Sindoro, Alexander 2007, Dasar-dasar Pemasaran. Jakarta: Erlangga.

Sugiyono. 2007. Metode Penelitian Bisnis. CV. Bandung: Alfabeta.

Supranto 2001, Strategi Pemasaran, Andi Offset, Yogyakarta

Swastha Basu, 2007. Manajemen Pemasaran Moderen. Jakarta: FE UI.

Swasta & Handoko, 2006, Manajemen Pemasaran, Analisis Perilaku Konsumen, Edisi 1, Cetakan 3, Yogyakarta.

Tjiptono, F (2005), Pemasaran Jasa, Malang, Bayu Media Publising.

Tjiptono, F (2001). Manajemen Jasa, Edisi II. Cetakan ketiga, Penerbit Andi Offset, Yogyakarta.

T. Hani Handoko,. 2005. Manajemen Personalia dan Sumber Daya Manusia. Yogyakarta : BPFE

Downloads

Published

20-02-2024

How to Cite

Silitubun, S., Wijayanti, S., & Aryani, F. (2024). PENGARUH PELAYANAN, KUALITAS PRODUK DAN HARGA TERHADAP KEPUASAN PELANGGAN PADA WARUNG BAKSO BANDUNG DI TENGGARONG. I-Con Media, 7(1), 33–43. https://doi.org/10.61509/luxICM7183