Pengaruh Marketing Mix 7P terhadap Kepuasan dan Loyalitas Konsumen Produk Olahan Kopi Espresso di Kota Semarang

Dhita, Sylvia; Mukson, Mukson; Setiadi, Agus

doi:10.21776/ub.jepa.2022.006.01.17

Cited by 5 publications

(5 citation statements)

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“…The physical evidence factor, according to research by (Dhita et al, 2022) states that the physical evidence variable partially has a significant positive effect and previous research by (Khotimah & Astuti, 2022) states that the physical evidence variable partially has a significant effect on satisfaction. It can be concluded that the higher the customer satisfaction with the physical evidence that supports the service, the higher the customer's confidence to return to using the services of the Tax and Management Consultant Dr. Sudarno, S.Pd., M.M., BKP and colleagues.…”

Section: Introductionmentioning

confidence: 99%

Marketing Mix on Customer Satisfaction at the Tax Consulting Office Dr. Sudarno, S.Pd., M.M., BKP and Colleagues Pekanbaru

Suyono

Lestari²,

Rusilawati

et al. 2023

JABT

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Research is to identify and analyze the effect of the marketing mix on customer satisfaction partially and simultaneously at the tax consultant office of Dr. Sudarno, S.Pd., M.M., BKP and partners Pekanbaru. The research sample was all clients of the tax consultant office of Dr. Sudarno, S.Pd., M.M., BKP and partners in Pekanbaru city as many as 86 clients consisting of 44 corporate income tax and 42 income tax clients. Determination of the sample using the census method or saturated sampling. The data analysis technique used is multiple linear regression with SPSS Windows 19. The independent variables are product, price, place, promotion, people, process, and physical evidence while the dependent variable is customer satisfaction. The results showed that product, promotion, people, process, and physical evidence had a significant positive effect both partially and simultaneously on customer satisfaction. However, the results of the study also show that the price variable has a significant negative effect on customer satisfaction and the location variable has an insignificant negative either partially or simultaneously on customer satisfaction at the tax consultant office Dr. Sudarno, S.Pd., M.M., BKP and colleagues Pekanbaru.

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Section: Introductionmentioning

confidence: 99%

Marketing Mix on Customer Satisfaction at the Tax Consulting Office Dr. Sudarno, S.Pd., M.M., BKP and Colleagues Pekanbaru

Suyono

Lestari²,

Rusilawati

et al. 2023

JABT

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“…The results of research by Dhita et al, (2022) show that the variables product, price, place, people, process, and physical evidence have a positive effect, while the promotion variable has a negative effect on consumer satisfaction and loyalty. Consumer satisfaction has a direct positive effect on consumer satisfaction and loyalty.…”

Section: Previous Studies Similar Research Conducted Bymentioning

confidence: 99%

The Influence of the Marketing Mix on Customer Satisfaction and Loyalty of Adizaya Hydroponic, Kediri City, East Java

Pratama,

Widayanti,

Dian Wijayati

2023

JEFMS

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More than 38 hydroponic farmer groups with a total of 50,000 planting points spread across various areas of Kediri which has caused business competition to increase. Recognizing an increase in sales of lettuce along with the competitor's growth, Adizaya Hydroponics has prospects for continuing to grow, so the sales must be increased in efforts to develop it. One of the ways to increase sales is to encourage consumers to make repeat purchases. Customers who make repeat purchases are one of the characteristics of loyal customers. In general, loyal customers are customers who are satisfied with the products they buy. This study aims to identify the marketing mix, customer satisfaction, and loyalty at Adizaya Hidroponik, and to analyze the influence of the 7p marketing mix on customer satisfaction and loyalty to hydroponic vegetables at Adizaya Hidroponik. The method of determining the sample using accidental sampling with total of 62 respondents. The first and second objectives were analyzed using descriptive analysis, while the third objective was analyzed using SEM-PLS. The results showed that the people and process variables affected customer satisfaction. Product, price, people, process, promotion, and customer satisfaction variables have a significant effect on customer loyalty. The customer satisfaction variable mediates the relationship between people and process variables on customer loyalty.

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“…Kualitas produk dapat menarik perhatian konsumen untuk memilih produk dengan kualitas terbaik sesuai dengan keinginannya. Kualitas produk merupakan salah satu faktor yang mendorong terciptanya sikap loyalitas, sehingga produsen atau penjual harus meningkatkan kualitas guna mempertahankan loyalitas konsumen (Dhita, Mukson, & Setiadi, 2022). Kualitas suatu produk yang sudah dipercaya konsumen dapat meningkatkan loyalitas dan membuat konsumen bersedia menggunakan serta membeli ulang produk tersebut.…”

Section: Kualitas Produkunclassified

Analisis Tingkat Kepuasan dan Loyalitas Konsumen Kopi Tempur

Setyaningsih,

Mukson,

Santoso

2023

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ENGLISHSatisfaction is the feeling of consumers after using a product, then represented consumer appraisal toward the successfulnnes of that product. Meanwhile, loyalty is the fulfillment of consumer expectations that triggers them to remain loyal to the product. The study aims to analyze consumer satisfaction and loyalty. The measurement of consumer satisfaction involved 27 atributes, whilst consumer loyalty analysis including 4 variables. This study involved 100 respondents that were chosen through accidental sampling. The data were obtained through survey method using questionnaire and interview. The consumer satisfaction was measured using Importance Performance Analysis (IPA) and Customer Satisfaction Index (CSI) methods, while consumer loyalty was analyzed using linear regression. IPA analysis showed that nearly a half of atributes were located in Quadran II, meant those should be maintened and 10 atributes were in Quadran III, meant those were considered as lower priorities. CSI analysis resulted consumer analysis was on satisfied level (79,5%), mainly regarding on facillity and service provisions. Next, consumer satisfaction was determined simultaneously by product quality, price, promotion, and taste. Furthermore, product quality and taste contributed directly and indirectly (through costumer satisfaction) to costumer loyalty, while location and price only have indirect contribution (through satisfcation) to costumer loyalty. INDONESIAKepuasan adalah perasaan konsumen setalah menggunakan produk yang kemudian melakukan penilaian terhadap keberhasilan produk tersebut, sedangkan loyalitas merupakan terpenuhinya harapan konsumen yang memicu untuk tetap setia tehadap produk. Penelitian bertujuan untuk menganalisis tingkat kepuasan serta loyalitas konsumen. Pengukuran kepuasan konsumen melibatkan 27 atribut, sedangkan analisis loyalitas mencakup 4 variabel. Data diperoleh dari metode survei dengan menggunakan kuesioner dan wawancara. Kepuasan konsumen diukur menggunakan metode Importance Performance Analysis (IPA) dan Customer Satisfaction Index (CSI), sedangkan loyalitas konsumen dianalisis menggunakan regresi linier. Analisis IPA menunjukkan bahwa hampir separuh atribut berada pada kuadran II yang berarti harus dipertahankan dan 10 atribut pada kuadran III yang berarti atribut termasuk dalam prioritas rendah. Analisis CSI menghasilkan analisis konsumen berada pada tingkat puas (79,56%), terutama terkait fasilitas dan penyediaan layanan. Selanjutnya, kepuasan konsumen dipengaruhi oleh kualitas produk, location, taste promosi, dan price. Sementara itu, kualitas produk dan rasa berpengaruh secara langsung maupun berpengaruh tidak langsung (melalui kepuasan) terhadap loyalitas, sedangkan tempat dan harga hanya berpengaruh secara tidak langsung (melalui kepuasan) terhadap loyalitas.

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Pengaruh Marketing Mix 7P terhadap Kepuasan dan Loyalitas Konsumen Produk Olahan Kopi Espresso di Kota Semarang

Cited by 5 publications

References 1 publication

Marketing Mix on Customer Satisfaction at the Tax Consulting Office Dr. Sudarno, S.Pd., M.M., BKP and Colleagues Pekanbaru

Marketing Mix on Customer Satisfaction at the Tax Consulting Office Dr. Sudarno, S.Pd., M.M., BKP and Colleagues Pekanbaru

The Influence of the Marketing Mix on Customer Satisfaction and Loyalty of Adizaya Hydroponic, Kediri City, East Java

Analisis Tingkat Kepuasan dan Loyalitas Konsumen Kopi Tempur

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