ANALYSIS OF INCREASING CUSTOMER SATISFACTION WITH LEO'S BAKSO IN MASTRIP, JEMBER DISTRICT WITH THE VARIABLES OF SERVICE QUALITY, PRODUCT QUALITY AND LOCATION

Penulis

  • Etma Klisa Yuniar Fakultas Ekonomi dan Bisnis, Universitas Muhammadiyah Jember
  • Jekti Rahayu Fakultas Ekonomi dan Bisnis, Universitas Muhammadiyah Jember
  • Ahmad Izzuddin Fakultas Ekonomi dan Bisnis, Universitas Muhammadiyah Jember

DOI:

https://doi.org/10.31000/dmj.v8i3.11860

Abstrak

This study aims to find out and analyse the influence of Service Quality, Product Quality and Location on customer satisfaction of Leo meatballs in Jember City. The data used in this study is in the form of primary data obtained through the distribution of questionnaires, interviews and observations and the use of secondary data through documentation. The population in this study is Leo Mastrip meatball consumers, while the sample size of 102 respondents using accidental sampling to Leo meatball consumers who are purchasing products. xFor dataxanalysis, the authors used multiple linear regression analysis. Based on the results of hypothesis testing, it can be stated that ServicexQuality has a significant effect on Leo Mastrip Meatball Customer Satisfaction, Product Quality has a significant effect on Leo Mastrip Meatball Customer Satisfaction, and Location has a significant effect on Leo Mastrip Meatball Customer Satisfaction, as well as simultaneously Service Quality, xProduct Quality, andxLocation havexa simultaneous impact on Customer Satisfaction.

Referensi

Azis, A. (2020). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan. Insight

Management Journal, 5(1), 21–25. https://doi.org/10.53978/jd.v5i1.45

Aditia, A. R. R., Wadud, M., & M. Kurniawan, D. (2020). Pengaruh Kualitas Produk terhadap Kepuasan Konsumen Sepeda Motor NMAX pada PT Yamaha A. Rivai Palembang. Jurnal Nasional Manajemen Pemasaran & SDM, 1(01), 23–37. https://doi.org/10.47747/jnmpsdm.v1i01.4

Dodik, M., Sanosra, A., & Izzuddin, A. (2022). Kualitas Layanan, Produk, Lokasi, dan

Harga terhadap Keputusan Konsumen. BUDGETING : Journal of Business,

Management and Accounting, 3(2), 400–408.

https://doi.org/10.31539/budgeting.v3i2.3964

Heizer, J., & Render, B. (2015). Manajemen Operasi : Manajemen Keberlangsungan

Dan Rantai Pasokan (11th ed.). Salema Empat

Izzuddin, A., & Muhsin, M. (2020). Pengaruh Kualitas Produk, Kualitas Layanan Dan

Lokasi Terhadap Kepuasan Konsumen. Jurnal Manajemen Dan Bisnis Indonesia,

(1), 72–78.

Jaya, W., Arifin, R., & Slamet, A. R. (2021). Pengaruh Kualitas Pelayanan, Kualitas

Produk, Harga dan Lokasi terhadap Kepuasan Konsumen Studi Kasus pada

Konsumen Kafe Family Kopi di Malang). E-Jurnal Riset Manajemen, 10(1), 4662.

Kotler, P., & Armstrong, N. A. (2016). Prinsip-Prinsip Pemasaran. Erlangga

Kotler & Keller. 2016. Manajemen Pemasaran. Indeks : Jakarta

Kotler & Keller, (2017) Manajemen Pemasaran (12th ed.). Erlangga

Kotler, P., & Armstrong, N. A. (2018). Prinsip - Prinsip Marketing (7th ed.). Salemba

Empat.

Kogoya, N., Ismail, A. M., Y.A, R. P., & Wiguna, A. A. (2021). Pengaruh Harga,

Kualitas Pelayanan, Kualitas Produk Dan Lokasi Terhadap Kepuasan Pelanggan

Pada Warung Makan Bakso Kabut Kabupaten Jember. Jurnal Manajemen

Agribisnis Dan Agroindustri, 1(1), 9–17. https://doi.org/10.25047/jmaa.v1i1.3

Lupiyoadi, R. (2014). Manajemen Pemasaran Jasa. Salemba Empat. Lupiyoadi, R.

(2015). Manajemen Pemasaran Jasa (3rd ed.). Selemba Empat.

Mariansyah, A., & Syarif, A. (2020). Pengaruh Kualitas Produk, Kualitas Pelayanan,

dan Harga Terhadap Kepuasan Konsumen Cafe Kabalu. Acman: Accounting and

ManagementJournal,3(2).

https://doi.org/https://doi.org/10.33557/jibm.v3i2.1106

Nikantino, N., Wahyuni, S., & Widodo, J. (2020). Pengaruh Kualitas Pelayanan

Terhadap Kepuasan Pelanggan Kedai Kober Mie Setan Jember. Jurnal Ilmiah

Ilmu Pendidikan, Ilmu Ekonomi, Dan Ilmu Sosial ISSN, 14(2), 286–289.

https://doi.org/10.19184/jpe.v14i2.15789

Oktari, R. N., Hidayat, Z., & Irwanto, J. (2019). Pengaruh Kualitas Produk, Pelayanan

dan Harga Terhadap Kepuasan Konsumen (Studi Kasus Pada Usaha Kuliner

Bakso H. Sabar Yosowilangun. Jurnal Riset Manajemen, 1(1), 196–203.

https://jkm.itbwigalumajang.ac.id/index.php/jrm/article/view/132

Qibtiyah, S. M., Azhad, M. N., & Rahayu, J. (2022). Pengaruh Kualitas Produk, Harga

Dan Lokasi Terhadap Kepuasan Konsumen Pada Waroeng Mie Lava

Bondowoso. Jurnal Mahasiswa Entrepreneurship (JME), 1(11), 2232

https://doi.org/10.36841/jme.v1i11.2422

Rachmadani, T. H. (2023). Pengaruh Harga, Kualitas Layanan, dan Harga terhadap

Kepuasan Pelanggan pada Depot Bakso Royal Surabaya. Ilmu Dan Rist

Manajemen

http://jurnalmahasiswa.stiesia.ac.id/index.php/jirm/article/view/5302

Sugiyono. (2012). Metode Penelitian Kuantitatif, Kualitatif, dan R&D. Alfabeta.

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

Tjiptono, F. (2016). Service, Quality & Satisfaction. Andi

Tjiptono, F. (2019). Pemasaran Jasa (Prinsip, Penerapan, Penelitian). Andi

Unduhan

File Tambahan

Diterbitkan

2024-07-16

Terbitan

Vol 8 No 3 (2024): July

Bagian

Articles

Lisensi

The author submits the manuscript with the understanding that if it is accepted for publication, the copyright of the article will be granted to the Dynamic Management Journal (DMJ), Management Study Program, Faculty of Economics and Business, University Of Muhammadiyah Tangerang, Indonesia as the publisher of the journal

Dynamic Management Journal (DMJ) first publication rights with works licensed simultaneously under a Creative Commons Attribution-ShareAlike 4.0 International License (CC BY-SA 4.0) which allows others to share (copy and redistribute material in the media or any format) and adapt (remix, modify, and build upon material) the work for any purpose, even commercially with acknowledgment of the work's authorship and initial publication in Dynamic Management Journal (DMJ). Authors may enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal published version of the work (for example, posting it to an institutional repository or publishing it in a book), with an acknowledgment of its initial publication in the Dynamic Management Journal (DMJ). Authors are permitted and encouraged to post their work online (for example, in an institutional repository or on their website) prior to and during the submission process, as this can lead to productive exchanges, as well as earlier and larger citations of published work (See The Effect of Open Access).