Customer Satisfaction: Judging from Price, Product Quality and Service Quality
Study on Erigo's Customers
DOI:
https://doi.org/10.55208/165krp56Keywords:
Customer Satisfaction, Product Quality, Price, Service QualityAbstract
By creating a research model and testing the three hypotheses proposed in this study, the purpose of this study is to examine how customer satisfaction is affected by price, product quality, and service quality. This study uses a type of quantitative research with primary data obtained from questionnaires or online surveys via the Google Form. The sample size of this study consisted of 100 respondents, namely Erigo customers who had purchased at least one product from the Erigo brand through Shopee e-commerce. The data analysis technique used is IBM SPSS Statistics 26 which includes validity and reliability tests, classical assumption tests, multiple linear regression analysis, F tests, T tests (hypotheses) and determinant coefficient. The results showed that price, product quality, and service quality had a positive and significant effect on Erigo's customer satisfaction. The results of this study will help other business actors in the same industry to make, implement and use the Erigo strategy to maintain business continuity more effectively.
References
Aida, N., & Iriani, E. (2019). Analisa Kualitas Produk Terhadap Loyalitas Konsumen Dengan Kepuasan Pelanggan Sebagai Variable Interventing Pada Konsumen Sepeda Motor Honda. Pamator Journal, 11(2), 41–49. https://doi.org/10.21107/pamator.v11i2.4771
Al Ridho, M. A. (2021). Pengaruh Kualitas Layanan, Kualitas Produk, Dan Harga Terhadap Kepuasan Konsumen Pt. Fastfood Indonesia, Tbk (Studi Kasus Kfc Cabang Bg Junction Surabaya). Jurnal Ilmu Dan Riset Manajemen, 10(6), 1–13.
Amendola, C., Calabrese, M., Caputo, F., & Fabrizio, D. A. (2018). Fashion companies and customer satisfaction: A relation mediated by Information and Communication Technologies. Journal of Retailing and Consumer Services, 43(January), 251–257. https://doi.org/10.1016/j.jretconser.2018.04.005
Aprita Nur Maharani, R., & Ali Alam, I. (2022). Pengaruh Kualitas Produk Dan Harga Terhadap Kepuasan Konsumen Selama Pandemi Covid-19 Pada Kebab Salahuddin. SIBATIK JOURNAL: Jurnal Ilmiah Bidang Sosial, Ekonomi, Budaya, Teknologi, Dan Pendidikan, 1(4), 235–242. https://doi.org/10.54443/sibatik.v1i4.22
Arya Dwi Putri, K. A. A., & Rastini, N. M. (2022). Peran Kepuasan Konsumen Memediasi Pengaruh Kualitas Produk Terhadap Loyalitas Pelanggan (Studi Pada Konsumen Teh Gelas Di Kota Denpasar). E-Jurnal Manajemen Universitas Udayana, 11(10), 1771. https://doi.org/10.24843/ejmunud.2022.v11.i10.p02
Asti, E., & Ayuningtyas, E. (2020). Pengaruh Kualitas Pelayanan, Kualitas Produk Dan Harga Terhadap Kepuasan Konsumen. EKOMABIS: Jurnal Ekonomi Manajemen Bisnis, 1(01), 1–14. https://doi.org/10.37366/ekomabis.v1i01.2
Barus, Y. Y., Sinaga, R. V., & Sagala, R. (2020). Pengaruh Kualitas Pelayanan, Harga Dan Lokasi Terhadap Kepuasan Konsumen (Studi Kasus Pada Milala Service Station Medan). Jurnal Manajemen Dan Bisnis, 20, 141–150. https://doi.org/10.54367/jmb.v20i1.694
Bing, L. (2022). Customer Satisfaction of Low-Cost Airline Application. Journal of Digitainability, Realism & Mastery (DREAM), 1(06), 47–57. https://doi.org/10.56982/dream.v1i06.56
Destryawan, D. (2021). Menparekraf: Fashion Berkontribusi 20 Persen Terhadap Sektor Ekonomi Kreatif. TribunNews.Com. https://www.tribunnews.com/bisnis/2021/11/30/menparekraf-fashion-berkontribusi-20-persen-terhadap-sektor-ekonomi-kreatif
Erigo Apparel | Facebook. (n.d.). Retrieved May 31, 2023, from https://www.facebook.com/erigostoreapparel/
Fitriasshinta, D., & Melinda, T. (2018). Pengaruh Kualitas Produk Dan Harga Terhadap Kepuasan Konsumen King Telur Asin. Journal of Management and Business Review, 15(2), 219–234. https://doi.org/10.34149/jmbr.v15i2.127
Foster, B., & Sidharta, I. (2021). The Impact Of Destination Image On Revisit Intention Mediation Role By Overall Satisfaction Perspective From Shopping Destination In Bandung, Indonesia. Jurnal Ekonomi, Bisnis & Entrepreneurship (e-Journal), 15(2), 47-60.
Imron, I. (2019). Analisa Pengaruh Kualitas Produk Terhadap Kepuasan Konsumen Menggunakan Metode Kuantitatif Pada CV. Meubele Berkah Tangerang. Indonesian Journal on Software Engineering (IJSE), 5(1), 19–28. https://doi.org/10.31294/ijse.v5i1.5861
Indra, R., Akhmad, I., & Hinggo, H. T. (2022). Pengaruh Kualitas Pelayanan dan Harga Terhadap Kepuasan Konsumen Pengguna Jasa Transportasi Gojek di Kota Pekanbaru. Economics, Accounting and Business Journal, 2(2), 387–391.
Iswati, N., & Rustam, T. A. (2022). Pengaruh Potongan Harga, Promosi Penjualan dan Kualitas Pelayanan Terhadap Kepuasan Konsumen Pada Guardian Grand. Jurnal Ekuivalensi, 8(1), 68–79. https://doi.org/10.51158/ekuivalensi.v8i1.652
Kayati, K. (2018). Peran Theory of Reasoned Action Terhadap MinatT Menggunakan Produk Bagi Hasil Bank Syariah. Accounthink : Journal of Accounting and Finance, 3(01). https://doi.org/10.35706/acc.v3i01.1210
Mutia Syahidah, A., Iftitah Syachdo, B., Saifuddin, M., Manajemen, P., Ekonomi dan Bisnis Islam, F., & Sunan Ampel Surabaya, U. (2022). Pengaruh Moderasi Gambar dan Kualitas Produk terhadap Celebrity Endroser dan Brand Image pada Keputusan Pembelian Produk Erigo Apparel. Jurnal Ilmiah Feasible: Bisnis, Kewirausahaan & Koperasi, 4(1), 86–98.
Nofrianda, H. (2019). Analisis Pengaruh Kualitas Produk, Kualitas Layanan Dan Harga Terhadap Kepuasan Konsumen (Studi Kasus Pada Konsumen Industry/ Toko Bakery di Kota Bengkulu). Managament Insight: Jurnal Ilmiah Manajemen, 13(1), 71–85. https://doi.org/10.33369/insight.13.1.71-85
Downloads
Additional Files
Published
Issue
Section
License
Copyright (c) 2024 Oniek Ragil Puspitasari, Maulida Fitri Maisun, Arinal Haq, Muhammad Ibrahim Khuluqi, Riyan Andni, Lorena Dara Putri Karsono, Zaenuri Zaenuri, Zikra Jabben (Author)
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
