ANALISIS PENGARUH KUALITAS PRODUK DAN KUALITAS LAYANAN TERHADAP KEPUASAN KONSUMEN PADA PERUMAHAN SAKINAH PAITON PROBOLINGGO

DOI: https://doi.org/10.33650/adab.v1i2.2226

Authors (s)


(1) * Muh. Hamzah   (Universitas Nurul Jadid)  
        Indonesia
(2)  Alfian Sukri   (Universitas Nurul Jadid)
(*) Corresponding Author

Abstract


Tujuan penelitian ini adalah untuk menguji pengaruh kualitas produk dan kualitas layanan terhadap kepuasan konsumen. Penelitian ini dilakukan di kompleks Perumahan Sakinah Paiton Probolinggo, responden yang digunakan sebanyak 50 penghuni rumah Puri Mediterania dengan menggunakan SPSS. Hasil penelitian menunjukkan bahwa kualitas produk dan kualitas layanan mempunyai pengaruh positif dan signifikan terhadap kepuasan konsumen. Pengaruh dari kualitas produk terhadap kepuasan konsumen sebesar 0,548, sedangkan pengaruh dari kualitas layanan terhadap kepuasan konsumen sebesar 0,381. Kualitas produk adalah variabel paling penting dalam mempengaruhi kepuasan konsumen daripada kualitas layanan

Full Text: PDF

References


Anderson, E. W; Fornell, C and Lehmann, D.R, 1994, “Customer Satisfaction, Market Share, and Profitability: Finding From Sweden”, Journal of Marketing, Vol.58, p.53-56

Ahire, L Sanjay, Damodar Y Golhar, Matthew A Waller, 1996, “Development and Validation of TQM Implementation Constructs”, Decition Sciences, Vol.27

Assael, H, 1995, Consumer Behavior and Marketing Action, 5th edition, South Western College Publishing, Cincinatti, OH.

Bennett, George, 1996, “Relationship Formation and Governance in Customer Markets: Transactional Analysis Versus The Behaviorist Approach”, Journal of Marketing Management 12(5): 417-436

Butz, Howard E and Goodstein, Leonard D, 1996, Marketing Customer Value: Gaining The Strategic Advantage

Ferdinand, Augusty, 2006, “Metode Penelitian Manajemen”, Badan Penerbit Universitas Diponegoro, Probolinggo.

Fornell, C. Johnson, MD Anderson, EW Cha, and Bryant BE, 1996, “The American Customer Satisfaction Index: Nature, Purpose, and Findings“, Journal of Marketing, Vol.60

Ghozali, Imam, 2001, “Aplikasi Analisis Multivariate Dengan Program SPSS”, Badan Penerbit Universitas Diponegoro, Probolinggo.

Gronroos, Christian, 1990, “Relationship Approach to The Marketing Function in Service Contexts:, Journal of Business Research 29(1): 3-12

Gronroos, Christian, 1994, “The Marketing Strategy Containum: Toward A Marketing Concept for The 1990’s”, Management Decision 29(1): 7-13

Kohli, Ajay J., and Jaworski, B.J., 1990, “Market Orientation: The Construct, Research Propositions, and Managerial Implication” Journal of Marketing 54:1-18

Kotler, Philip and Garry Amstrong, 1996, Dasar-Dasar Pemasaran (Principles of Management, Prentice Hall Inc

Liu, MC, 2005, “The Multi Dimensionaland Hierarchical Structure of Perceived Quality and Customer Satisfaction”, International Journal of Management, Vol 22, No. 3

Mital, Vikas, William T. Ross and Patrick M Baldasare, 1998, “The Asymetric Impact of Negative and Positive Attribute Level Performance on Overall Satisfaction and Repurchase Intentions”, Journal of Marketing, Vol. 62. p.33- 47

Narver, John C., and Slater, Stanley F., 1990, “The Effect of Marketing Orientation and Business Profitability”, Journal of Marketing 54(4):20-35

Parasuraman, A, 1997, “Reflections on Gaining Competitive Advantage Through Customer Value”, Journal of The Academy of Marketing Science, Vol. 25, No. 2, p.154-161

Parasuraman, A, V.A. Zeithami and L.L. Berry, 1988, “A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality”, Journal of Retailling, Vol. 64, p.12-40

Selnes, Fred, 1993, “An Examination of The Effect of Product Performance on Brand Reputation, Satisfaction, Satisfaction and Loyalty”, Europan Journal of Marketing 27(9), 19-35

Song, Michal and Parry, Mark E., 1997, “A Croos National Comparative Study of New Product Development Process : Japan and The US”, Journal of Marketing

Urban Glen L. And Hauser John R., 1998, Desight and Marketing of New Products, Prentice Hall Inc

Zeithami, Valerie A, 1987, “Defining and Relaying Price, Perceived Quality, and Perceived Value”, Marketing Science, Institute, Cambridge, MA Report No.87-101

Zheng, YS and HO, TH, 2003, “Setting Customer Expectation in Service Delivery: AN Integrated Marketing-Operations Perspective”


Article View

Abstract views : 326 times | PDF files viewed : 391 times

Dimensions, PlumX, and Google Scholar Metrics

10.33650/adab.v1i2.2226


Refbacks

  • There are currently no refbacks.


Copyright (c) 2021 KEADABAN