Pengaruh Kualitas Pelayanan, Persepsi Harga, dan Promosi terhadap Kepuasan Pelanggan di Mr. Keen Laundry

Reza Nisfu Kharista; Hariadi Hadisuwarno

doi:10.56799/jceki.v2i6.1775

Authors

Reza Nisfu Kharista Universitas ASA Indonesia
Hariadi Hadisuwarno Universitas ASA Indonesia

DOI:

https://doi.org/10.56799/jceki.v2i6.1775

Keywords:

Service Quality, Perceived Price, Promotion, Customer Satisfaction

Abstract

The purpose of this research is to find out how customer satisfaction is at Mr. Keen Laundry is influenced by service quality, price perception, and promotional activities. This study uses a quantitative survey-based research approach with a target sample of 100 respondents. The study makes use of information collected directly from respondents, such as surveys on customer happiness, price perceptions, and service quality. Based on the results of the study, it shows that service quality, price perceptions, and promotions have a significant effect on customer satisfaction either partially or simultaneously. From the results of the determination coefficient of 53.1%, it can be concluded that factors including service quality, price perceptions, and promotional activities have an effect on customer satisfaction, while the remaining 46.9% is influenced by other variables such as product quality, brand perception, etc. The conclusion is service quality, perceived price and promotion are important aspects of customer satisfaction at Mr. Keen Laundry.

Downloads

Download data is not yet available.

References

Abdul Gofur. (2019). 1. Pengaruh Kualitas Pelayanan Dan Harga Terhadap. Jurnal Riset Manajemen Dan Bisnis (JRMB) Fakultas Ekonomi UNIAT, 4(1), 37–44.

Alma, B. (2018). Manajemen Pemasaran & Pemasaran Jasa. Alfabeta.

Govoni, N. A. (2012). Services Marketing. In T. Sigel (Ed.), Dictionary of Marketing Communications. Prentice Hall. https://doi.org/10.4135/9781452229669.n3303

Hurriyati, R. (2015). Bauran Pemasaran dan Loyalitas Konsumen. Alfabeta.

Kotler, P. &, & Amstrong, G. (2018). Principles of MARKETING 17edision. In Pearson Education.

Kotler, P. R., & Keller, K. L. (2007). Manajemen Pemasaran (B. Molan (ed.); 12th ed.). Indeks.

Laksana, F. (2008). Manajemen Pemasaran. Graha Ilmu.

Pamela Montung, Jantje Sepang, D. A. (2015). Pengaruh Kualitas Produk, Kualitas Layanan Dan Persepsi Harga Terhadap Kepuasan Pelanggan Di Restoran Kawan Baru. Jurnal Berkala Ilmiah Efisiensi, 15(5), 678–689.

Philip Kotler, G. A. (2016). Principles of Marketing. In Principles of Marketing (Issue 2). Pearson. https://doi.org/10.21776/ub.jkb.2009.025.02.3

Sajidah, R. S., & Aulia, P. (2021). Pengaruh E-Service Quality Dan Promosi Terhadap Kepuasan Pelanggan Pada Layanan Grabfood. ProBank, 6(2), 179–191. https://doi.org/10.36587/probank.v6i2.1019

Sangadji, E. M., & Sopiah. (2013). Perilaku Konsumen (N. WK (ed.)). ANDI.

Schiffman, L., & Kanuk, L. L. (2018). Perilaku Konsumen (B. Sarwiji (ed.)). Indeks.

Sudaryono. (2014). Perilaku Konsumen Dalam Perspektif Pemasaran. Lentera Ilmu Cendekia.

Sugiyono. (2013). Metode Penelitian Kuantitatif Kualitatif dan R&D. Alfabeta.

Sulistyawati, N. M. A., & Seminari, N. K. (2015). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Restoran Indus Ubud Gianyar. E-Jurnal Manajemen Universitas Udayana, 4(8), 250437.

Surianto, Ketmi Novrin; Istriani, E. (2019). Pengaruh Kualitas Pelayanan, Persepsi Harga Dan Promosi Terhadap Kepuasan Pelanggan Pengguna Jasa Transportasi Online Grab-Cardi Yogyakarta. Prosiding SENDI -U 2019, 345–358.

Tjiptono, F. (2015). Strategi Pemasaran (4th ed.). ANDI.

Tjiptono, F. (2019a). Pemasaran Jasa. ANDI.

Tjiptono, F. (2019b). Strategi Pemasaran (A. Diana (ed.)). ANDI.

Tjiptono, F., & Chandra, G. (2011). Service, Quality, & Satisfaction (3rd ed.). ANDI.

Tjiptono, F., & Chandra, G. (2016). Service, Quality, dan Satisfaction (4th ed.). ANDI.

Tjiptono, F., & Chandra, G. (2017). Pemasaran Strategik (3rd ed.). ANDI.

Yulianto, W. (2020). Pengaruh Promosi Terhadap Kepuasan Pelanggan di Toko Aleea Shopid Kebumen. Journal of Business and Economics Research (JBE), 1(2), 168–172. https://ejurnal.seminar-id.com/index.php/jbe/article/view/244