FAKTOR-FAKTOR YANG MEMPENGARUHI KEPUASAN PELANGGAN: CITRA MEREK, LOKASI DAN KUALITAS PRODUK
DOI:
https://doi.org/10.31933/jemsi.v2i5.565Keywords:
Kepuasan pelanggan, Citra Merek, lokasi dan Kualitas Produk.Abstract
Penelitian ini bertujuan untuk mengetahui Faktor-faktor yang mempengaruhi mempengaruhi Kepuasan Pelanggan (Y), Citra Merek (X1), Lokasi (X2) dan Kualitas Produk ( X3 ), Suatu studi literature Manajemen Sumber daya Manusia. Metode penulisan artikel ilmiah ini adalah dengan metode kualitatif dan studi literature atau Library Research. Hasil artikel literature review ini adalah: Citra Merek (X1) berpengaruh terhadap kepuasan pelanggan (Y), Lokasi berpengaruh (X2) terhadap Kepuasan pelanggan (Y) dan Kualitas Produk (X3) berpengaruh terhadap Kepuasan pelanggan (Y).
References
Al-Ekam, J. M. E. (2016). The Mediating Effect Of Brand Trust On The Influence Of Communication, Price, And Product Quality On Consumer Purchase Behaviour In A Less-Developed Country. Malaysian Management Journal, 20(December), 87–97.
Ali, H., Limakrisna, N., & Jamaluddin, S. (2016). Model Of Customer Satisfaction: The Empirical Study At Bri In Jambi. International Journal Of Applied Business And Economic Research.
Ali, H., & Mappesona, H. (2016). Build Brand Image: Analysis Service Quality And Product Quality (Case Study At Giant Citra Raya). International Journal Of Economic Research.
Ali, H., Narulita, E., & Nurmahdi, A. (2018). Saudi Journal Of Business And Management Studies ( Sjbms ) The Influence Of Service Quality , Brand Image And Promotion On Purchase Decision At Mcu Eka Hospital. Business And Management Studies. Https://Doi.Org/10.21276/Sjbms.2018.3.1.12
Amanah, D., Hurriyati, R., Gaffar, V., Wibowo, L. A., & Harahap, D. A. (2017). Which Is More Influential In Online Purchasing Decisions?: Price Or Trust?? Which Is More Influential In Online Purchasing Decisions?: Price Or Trust?? November. Https://Doi.Org/10.5220/0007090107980803
Anggita, R., & Ali, H. (2017). The Influence Of Product Quality, Service Quality And Price To Purchase Decision Of Sgm Bunda Milk (Study On Pt. Sarihusada Generasi Mahardika Region Jakarta, South Tangerang District). Scholars Bulletin. Https://Doi.Org/10.21276/Sb
Brata, B. H., Husani, S., & Ali, H. (2017). The Importance Of Quality Products, Price, Promotion, And Location To Product Purcese Decision On Nitchi At Pt. Jaya Swarasa Agung In Central Jakarta. Saudi Journal Of Business And Management Studies. Https://Doi.Org/10.21276/Sjbms
Djatmiko, T., & Pradana, R. (2016). Brand Image And Product Price; Its Impact For Samsung Smartphone Purchasing Decision. Procedia - Social And Behavioral Sciences, 219, 221–227. Https://Doi.Org/10.1016/J.Sbspro.2016.05.009
Dudu, O., & Agwu, M. (2014). A Review Of The Effect Of Pricing Strategies On The Purchase Of Consumer Goods. International Journal Of Research In Management, Science & Technology, 2(2), 88–102.
Ferdinand, T. Dan. (2014). Analyzing The Influence Of Price And Product Quality On Buying Decision. Jurnal Emba, 2(3), 1255–1263.
Gan, C., & Wang, W. (2017). The Influence Of Perceived Value On Purchase Intention In Social Commerce Context. Internet Research, 27(4), 772–785. Https://Doi.Org/10.1108/Intr-06-2016-0164
Gito Sudarma. (2018). Pengaruh Kualitas Produk Terhadap Kepuasan Konsumen Pengguna Notebook Acer Pada Pt. Genius Alva Makassar. 515–526.
Handoko, T. H. (2000). Dasar-Dasar Manajemen Produksi Dan Operasi. Bpfe.
Jeaheng, Y., Al-Ansi, A., & Han, H. (2020). Impacts Of Halal-Friendly Services, Facilities, And Food And Beverages On Muslim Travelers’ Perceptions Of Service Quality Attributes, Perceived Price, Satisfaction, Trust, And Loyalty. Journal Of Hospitality Marketing And Management, 29(7), 787–811. Https://Doi.Org/10.1080/19368623.2020.1715317
Konuk, F. A. (2018). Price Fairness, Satisfaction, And Trust As Antecedents Of Purchase Intentions Towards Organic Food. Journal Of Consumer Behaviour, 17(2), 141–148. Https://Doi.Org/10.1002/Cb.1697
Limakrisna, N., & Ali, H. (2016). Model Of Customer Satisfaction: Empirical Study At Fast Food Restaurants In Bandung. International Journal Of Business And Commerce.
Luthfia. (2016). Pengaruh Kualitas Produk Terhadap Keputusan Pembelian Layanan Internet Yang Dimediasi Oleh Minat Beli (Studi Kasus Padamahasiswa Pengguna Provider Tri Di Fakultas Ekonomi Universitas Negeri Yogyakarta).
M, A., & Ali, H. (2017). Model Kepuasan Pelanggan: Analisis Kualitas Produk Dan Kualitas Layanan Terhadap Citra Merek Pada Giant Citra Raya Jakarta. Jurnal Manajemen. Https://Doi.Org/10.24912/Jm.V21i3.254
Mappesona, H., Ikhsani, K., & Ali, H. (2020). Customer Purchase Decision Model, Supply Chain Management And Customer Satisfaction: Product Quality And Promotion Analysis. International Journal Of Supply Chain Management.
Novansa, H., & Ali, H. (2017). Purchase Decision Model: Analysis Of Brand Image, Brand Awareness And Price (Case Study Smeco Indonesia Sme Products). Saudi Journal Of Humanities And Social Sciences. Https://Doi.Org/10.21276/Sjhss
Rödiger, M., Plaßmann, S., & Hamm, U. (2016). Organic Consumers’ Price Knowledge, Willingness-To-Pay And Purchase Decision. British Food Journal, 118(11), 2732–2743. Https://Doi.Org/10.1108/Bfj-04-2016-0164
Rosyid, A. N., Djoko W, H., & Widayanto. (2013). Pengaruh Kualitas Produk , Citra Merek , Harga Dan Iklan Terhadap Keputusan Pembelian Sepeda Motor Honda Revo ( Studi Kasus Pada Konsumen Sepeda Motor Honda Revo Astra Motor Kebumen ). Diponegoro Journal Of Social And Politic, 1–8.
Schiffman Dan Kanuk. (2019). The Effect Of Product Quality , Price And Promotion On The Purchase Decision Of Telkomsel Service Products. 4(9).
Setiawan, E. B., Wati, S., Wardana, A., & Ikhsan, R. B. (2020). Building Trust Through Customer Satisfaction In The Airline Industry In Indonesia: Service Quality And Price Fairness Contribution. Management Science Letters, 10(5), 1095–1102. Https://Doi.Org/10.5267/J.Msl.2019.10.033
Suhaily, L. (2017). Effect Of Product Quality , Perceived Price And Brand Image On Purchase Decision ( Study On Japanese Brand Electronic Product ). Xxi(02), 179–194.
Sulistiorini, M. S., & Ali, H. (2017). Customer Satisfaction Model: Product Analysis, Price, Promotion And Distribution (Case Study At Pt Integrasia Utama). International Journal Of Applied Business And Economic Research.
Susanty, A., Bakhtiar, A., & Suliantoro, H. (2016). 6 Atisfaction On 7 Rust And / Oyalty Of , Ndividual ) Armers To ’ Airy & Ooperative Case 6 Tudy ’ Airy 6 Upply & Hain In Boyolali. 104–108.
Toto Handiman, U., & Ali, H. (2019). The Influence Of Brand Knowledge And Brand Relationship On Purchase Decision Through Brand Attachment. In International Journal Of Business Marketing And Management (Ijbmm).
Yen, Y. S. (2019). Exploring The Synergy Effect Of Trust With Other Beliefs In Television Shopping. Management Decision, 58(3), 428–447. Https://Doi.Org/10.1108/Md-11-2016-0814
Yunita, D., & Ali, H. (2017). Model Of Purchasing Decision ( Renting ) Of Generator Set?: Analysis Of Product Quality , Price An Service At Pt . Hartekprima Listrindo. Economics, Business And Management. Https://Doi.Org/10.21276/Sjebm.2017.4.11.12
Ali, H., Limakrisna, N., & Jamaluddin, S. (2016). Model Of Customer Satisfaction: The Empirical Study At Bri In Jambi. International Journal Of Applied Business And Economic Research.
Ali, H., & Mappesona, H. (2016). Build Brand Image: Analysis Service Quality And Product Quality (Case Study At Giant Citra Raya). International Journal Of Economic Research.
Ali, H., Narulita, E., & Nurmahdi, A. (2018). Saudi Journal Of Business And Management Studies ( Sjbms ) The Influence Of Service Quality , Brand Image And Promotion On Purchase Decision At Mcu Eka Hospital. Business And Management Studies. Https://Doi.Org/10.21276/Sjbms.2018.3.1.12
Amanah, D., Hurriyati, R., Gaffar, V., Wibowo, L. A., & Harahap, D. A. (2017). Which Is More Influential In Online Purchasing Decisions?: Price Or Trust?? Which Is More Influential In Online Purchasing Decisions?: Price Or Trust?? November. Https://Doi.Org/10.5220/0007090107980803
Anggita, R., & Ali, H. (2017). The Influence Of Product Quality, Service Quality And Price To Purchase Decision Of Sgm Bunda Milk (Study On Pt. Sarihusada Generasi Mahardika Region Jakarta, South Tangerang District). Scholars Bulletin. Https://Doi.Org/10.21276/Sb
Brata, B. H., Husani, S., & Ali, H. (2017). The Importance Of Quality Products, Price, Promotion, And Location To Product Purcese Decision On Nitchi At Pt. Jaya Swarasa Agung In Central Jakarta. Saudi Journal Of Business And Management Studies. Https://Doi.Org/10.21276/Sjbms
Djatmiko, T., & Pradana, R. (2016). Brand Image And Product Price; Its Impact For Samsung Smartphone Purchasing Decision. Procedia - Social And Behavioral Sciences, 219, 221–227. Https://Doi.Org/10.1016/J.Sbspro.2016.05.009
Dudu, O., & Agwu, M. (2014). A Review Of The Effect Of Pricing Strategies On The Purchase Of Consumer Goods. International Journal Of Research In Management, Science & Technology, 2(2), 88–102.
Ferdinand, T. Dan. (2014). Analyzing The Influence Of Price And Product Quality On Buying Decision. Jurnal Emba, 2(3), 1255–1263.
Gan, C., & Wang, W. (2017). The Influence Of Perceived Value On Purchase Intention In Social Commerce Context. Internet Research, 27(4), 772–785. Https://Doi.Org/10.1108/Intr-06-2016-0164
Gito Sudarma. (2018). Pengaruh Kualitas Produk Terhadap Kepuasan Konsumen Pengguna Notebook Acer Pada Pt. Genius Alva Makassar. 515–526.
Handoko, T. H. (2000). Dasar-Dasar Manajemen Produksi Dan Operasi. Bpfe.
Jeaheng, Y., Al-Ansi, A., & Han, H. (2020). Impacts Of Halal-Friendly Services, Facilities, And Food And Beverages On Muslim Travelers’ Perceptions Of Service Quality Attributes, Perceived Price, Satisfaction, Trust, And Loyalty. Journal Of Hospitality Marketing And Management, 29(7), 787–811. Https://Doi.Org/10.1080/19368623.2020.1715317
Konuk, F. A. (2018). Price Fairness, Satisfaction, And Trust As Antecedents Of Purchase Intentions Towards Organic Food. Journal Of Consumer Behaviour, 17(2), 141–148. Https://Doi.Org/10.1002/Cb.1697
Limakrisna, N., & Ali, H. (2016). Model Of Customer Satisfaction: Empirical Study At Fast Food Restaurants In Bandung. International Journal Of Business And Commerce.
Luthfia. (2016). Pengaruh Kualitas Produk Terhadap Keputusan Pembelian Layanan Internet Yang Dimediasi Oleh Minat Beli (Studi Kasus Padamahasiswa Pengguna Provider Tri Di Fakultas Ekonomi Universitas Negeri Yogyakarta).
M, A., & Ali, H. (2017). Model Kepuasan Pelanggan: Analisis Kualitas Produk Dan Kualitas Layanan Terhadap Citra Merek Pada Giant Citra Raya Jakarta. Jurnal Manajemen. Https://Doi.Org/10.24912/Jm.V21i3.254
Mappesona, H., Ikhsani, K., & Ali, H. (2020). Customer Purchase Decision Model, Supply Chain Management And Customer Satisfaction: Product Quality And Promotion Analysis. International Journal Of Supply Chain Management.
Novansa, H., & Ali, H. (2017). Purchase Decision Model: Analysis Of Brand Image, Brand Awareness And Price (Case Study Smeco Indonesia Sme Products). Saudi Journal Of Humanities And Social Sciences. Https://Doi.Org/10.21276/Sjhss
Rödiger, M., Plaßmann, S., & Hamm, U. (2016). Organic Consumers’ Price Knowledge, Willingness-To-Pay And Purchase Decision. British Food Journal, 118(11), 2732–2743. Https://Doi.Org/10.1108/Bfj-04-2016-0164
Rosyid, A. N., Djoko W, H., & Widayanto. (2013). Pengaruh Kualitas Produk , Citra Merek , Harga Dan Iklan Terhadap Keputusan Pembelian Sepeda Motor Honda Revo ( Studi Kasus Pada Konsumen Sepeda Motor Honda Revo Astra Motor Kebumen ). Diponegoro Journal Of Social And Politic, 1–8.
Schiffman Dan Kanuk. (2019). The Effect Of Product Quality , Price And Promotion On The Purchase Decision Of Telkomsel Service Products. 4(9).
Setiawan, E. B., Wati, S., Wardana, A., & Ikhsan, R. B. (2020). Building Trust Through Customer Satisfaction In The Airline Industry In Indonesia: Service Quality And Price Fairness Contribution. Management Science Letters, 10(5), 1095–1102. Https://Doi.Org/10.5267/J.Msl.2019.10.033
Suhaily, L. (2017). Effect Of Product Quality , Perceived Price And Brand Image On Purchase Decision ( Study On Japanese Brand Electronic Product ). Xxi(02), 179–194.
Sulistiorini, M. S., & Ali, H. (2017). Customer Satisfaction Model: Product Analysis, Price, Promotion And Distribution (Case Study At Pt Integrasia Utama). International Journal Of Applied Business And Economic Research.
Susanty, A., Bakhtiar, A., & Suliantoro, H. (2016). 6 Atisfaction On 7 Rust And / Oyalty Of , Ndividual ) Armers To ’ Airy & Ooperative Case 6 Tudy ’ Airy 6 Upply & Hain In Boyolali. 104–108.
Toto Handiman, U., & Ali, H. (2019). The Influence Of Brand Knowledge And Brand Relationship On Purchase Decision Through Brand Attachment. In International Journal Of Business Marketing And Management (Ijbmm).
Yen, Y. S. (2019). Exploring The Synergy Effect Of Trust With Other Beliefs In Television Shopping. Management Decision, 58(3), 428–447. Https://Doi.Org/10.1108/Md-11-2016-0814
Yunita, D., & Ali, H. (2017). Model Of Purchasing Decision ( Renting ) Of Generator Set?: Analysis Of Product Quality , Price An Service At Pt . Hartekprima Listrindo. Economics, Business And Management. Https://Doi.Org/10.21276/Sjebm.2017.4.11.12
Downloads
Published
2021-06-12
How to Cite
Fahmi, I. (2021). FAKTOR-FAKTOR YANG MEMPENGARUHI KEPUASAN PELANGGAN: CITRA MEREK, LOKASI DAN KUALITAS PRODUK. Jurnal Ekonomi Manajemen Sistem Informasi, 2(5), 565–572. https://doi.org/10.31933/jemsi.v2i5.565
Issue
Section
Articles
License
Hak cipta :
Penulis yang mempublikasikan manuskripnya di jurnal ini menyetujui ketentuan berikut:
- Hak cipta pada setiap artikel adalah milik penulis.
- Penulis mengakui bahwa Jurnal Ekonomi Manajemen Sistem Informasi (JEMSI) berhak menjadi yang pertama menerbitkan dengan lisensi Creative Commons Attribution 4.0 International (Attribution 4.0 International CC BY 4.0) .
- Penulis dapat mengirimkan artikel secara terpisah, mengatur distribusi non-eksklusif manuskrip yang telah diterbitkan dalam jurnal ini ke versi lain (misalnya, dikirim ke repositori institusi penulis, publikasi ke dalam buku, dll.), dengan mengakui bahwa manuskrip telah diterbitkan pertama kali di Jurnal Ekonomi Manajemen Sistem Informasi (JEMSI).
