Improve Consumer Purchasing Decisions Through Quality of Service, Promotion And Quality of Information At PT. Ng Tech Supplies
Keywords:
Service, Promotion, Information, Purchase Decision
Abstract
The main objective of this research is to analyze the influence of service quality, promotion and information quality on customer purchasing decisions at PT. Ng Tech Supplies. This research is causal research (cause-effect research) . The population and sample in this study were 164 regular customers during January 2019 to July 2019 period. The sampling technique that the researcher used in this study was the simple random sampling technique. So that the sample in this study was 116 respondents. The results showed that partially service quality and information quality variables had a significant effect on customer purchasing decisions at PT. Ng Tech Supplies. Meanwhile, promotion has no effect on customer purchasing decisions at PT. Ng Tech Supplies.
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References
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[29] D. S. A. Saputra, “Pengaruh Promosi Dan Kualitas Pelayanan Terhadap Kepuasan Konsumen Kepri Mall,” Mak. J. Manaj., vol. 6, no. 1, pp. 43–53, 2020.
[30] W. Yuliyanto, “Pengaruh Promosi Terhadap Kepuasan Pelanggan di Toko Aleea Shopid Kebumen,” J. Bus. Econ. Res., vol. 1, no. 2, pp. 168–172, 2020.
[31] F. A. A. Budiarti, “Pengaruh Harga, Promosi, Dan Kualitas Pelayanan Terhadap Loyalitas Pelanggan Dimediasi Kepuasan Pelanggan Pada Konsumen Gojek,” Jupe, vol. 08, no. 03, pp. 86–94, 2020.
[32] R. J. A. M. I. Haanurat, “The Influence of Product Quality and Promotion on Customer Satisfaction and Its Impact on Customer Loyalty PT. Mahakarya Sejahtera Indonesia,” Proceeding 3rd Int. Conf. Accounting, Bus. Econ., vol. 1, no. 4, pp. 1491–1498, 2019.
[33] F. T. Anugrah, “Effect of Promotion and Ease of Use on Customer Satisfaction and Loyalty on OVO Application Users,” Quant. Econ. Manag. Stud., vol. 1, no. 1, pp. 44–50, 2020.
[34] H. A. R. A. Sitio, “The Effect Of Promotion And Product Quality Through Purchase Decision On The Customer Satisfaction Of Bohemian Project.Id Products,” Int. J. Eng. Technol. Manag. Res., vol. 6, no. 1, pp. 55–72, 2020.
[35] N. & S. Chaniago, “Pengaruh Saluran Distribusi Dan Promosi Terhadap Volume Penjualan PT. Philips Avent Area Medan,” in Seminar Nasional Royal (SENAR) 2018, 2018, pp. 413–416.
[36] N. S. Chaniago, “Pengaruh Bauran Promosi Dan Lokasi Terhadap Keputusan Kuliah Pada Politeknik Unggul LP3M,” JIPI, vol. 2, no. 1, pp. 38–50, 2018.
[37] M. A. Y. R. Prasetyawati, “Pengaruh Kualitas Informasi Instagram Dan Electronic Word Of Mouth Terhadap Terhadap Citra Dapurfit,” Profesi Humas, vol. 5, no. 1, pp. 82–97, 2020.
[38] H. F. M. M. Tiarawati, “Pengaruh Kualitas Informasi Terhadap Keputusan Memilih Objek Wisata Dengan Trustsebagai Variabel Intervening (Studi Pada Followers Akun Instagram @folkindonesia),” Media Wisata, vol. 18, no. 2, pp. 231–250, 2020.
[39] C. W. S. Kempa, “Terhadap Kepuasan Konsumen Melalui Keputusan Pembelian Produk Fashion Di Lazada,” AGORA Vol. 6, No. 2, vol. 6, no. 2, pp. 1–6, 2018.
[40] M. G. K. Hassanein, “Association for Information Systems AIS Electronic Library (AISeL) Consumers’ Satisfaction With Online Information Quality: The Moderating Roles Of Consumer Decision-Making Style, Gender And Product Involvement,” in Proceedings of the 21st European Conference on Information System, 2013.
[41] W. K. P. V. Pujani, “The Influence Of System Quality, Information Quality, E-Service Quality And Perceived Value On Shopee Consumer Loyalty In Padang City,” Int. Technol. Manag. Rev., vol. 8, no. 1, pp. 10–15, 2019.
[42] J. C. E. D. Estember, “The Impact of Information Quality and Ergonomics on Service Quality in the Use of Automatic Teller Machines,” in MATEC Web of Conferences, 2018, vol. 150, pp. 1–5.
[43] Nasib, “Pengaruh Kualitas Pelayanan Dan Harga Terhadap Minat Beli Konsumen (Studi Kasus Pada CV. Teman Variasi Mobil Medan) Nasib,” Bisman I, vol. 1, no. 4, pp. 84–92, 2017.
[44] B. D. S. B. L. F. Roring, “Pengaruh Brand, Harga Dan Kualitas Pelayanan Terhadap Keputusan Pelanggan Membeli Di Kedai Kopi Gudang Imaji Manado,” J. EMBA J. Ris. Ekon. Manajemen, Bisnis dan Akunt., vol. 6, no. 4, pp. 3843 – 3852, 2018.
[45] W. Ramadoni, “Pengaruh Promosi Ovo Terhadap Minat Beli Dan Keputusan Pembelian Pada Pengguna OVO,” J. Ecopreneur, vol. 3, no. 1, pp. 1–7, 2020.
[46] S. Khairani, “Pengaruh Kepercayaan Kualitas Informasi dan Pelayanan Terhadap Keputusan Membeli Melalui Media Sosial ( Studi Kasus Mahasiswa Akuntansi STIE MDP ),” J. Pendidik., pp. 305–314, 2015.
[47] K. Ayuningtiyas and H. Gunawan, “Pengaruh Kepercayaan, Kemudahan dan Kualitas Informasi Terhadap Keputusan Pembelian Daring Di Aplikasi Bukalapak Pada Mahasiswa Politeknik Negeri Batam,” J. Appl. Bus. Adm., vol. 2, no. 1, pp. 152–165, 2018.
[48] I. K. R. Y. H. F. N. M. W. S. Hidayatullah, “Pengaruh Kemudahan, Kepercayaan Pelanggan Dan Kualitas Informasi Terhadap Keputusan Pembelian Online,” in Seminar Nasional Sistem Informasi 2019, 2019, vol. 3, no. September, pp. 1617–1625.
[2] B. S. R. A. T. Y. Mandagie, “Analisis Pengaruh Pemasaran Holistik Dan Kualitas Pelayanan Terhadap Keputusan Pembelian Di the Mukaruma Cafe,” J. EMBA J. Ris. Ekon. Manajemen, Bisnis dan Akunt., vol. 8, no. 1, pp. 166–174, 2020.
[3] S. L. N. C. H. L. D. A. R. Nasution, “Pengaruh Kualitas Produk, Citra Merek, Kepercayaan, Kemudahan, Dan Harga Terhadap Keputusan Pembelian Pada E-Commerce Shopee (Survei pada Mahasiswa S1 Fakultas Ekonomi Jurusan Manajemen Universitas Labuhan Batu),” Ecobisma (Jurnal Ekon. Bisnis Dan Manajemen), vol. 7, no. 1, pp. 43–53, 2020.
[4] T. M. K. D. Hermawan, “Pengaruh Kualitas Pelayanan dan Social Influence Terhadap Keputusan Pembelian Menggunakan Online Food Delivery Service,” Perspekt. J. Ekon. Manaj. Univ. Bina Sarana Inform., vol. 18, no. 2, pp. 176–180, 2020.
[5] N. L. F. Budiyanto, “Engaruh Kualitas Produk, Promosi Dan Kualitas Pelayanan Terhadap Keputusan Pembelian Pada Kedai Friday Kopi Surabaya,” J. Ilmu dan Ris. Manaj., vol. 9, no. 3, pp. 1–23, 2020.
[6] S. C. A. S. A. ; I. E. Indawati Lestari; Nasib, “Trust Identification And Smartphone Purchase Decisions (Structural Equation Modeling Approach),” in International Journal of Civil Engineering and Technology (IJCIET), 2019, vol. 10, no. 02, pp. 1020–1032.
[7] Tatik Suryani, Perilaku Konsumen di Era Internet. Yogyakarta: Graha Ilmu, 2013.
[8] Syaifullah, “Pengaruh Kepercayaan Dan Komunikasi Terhadap Loyalitas Pelanggan Pada PT Spectrum Lintas Service Di Kota Batam,” J. JIM UPB, vol. 6, no. 1, pp. 116–125, 2018.
[9] F. Tjiptono, Pemasan Jasa - Prinsip, Penerapan, dan Penelitian. Yogyakarta, 2014.
[10] Nugroho J. Setiadi, Perilaku Konsumen (edisi revisi). Jakarta: Kencana Perdana Media Grup, 2013.
[11] M. S. Nasib, “Pengukuran Kepuasan Pengguna Kereta Api Indonesia (Persero) Medan Melalui Fasilitas Dan Pelayanan,” Abdi Ilmu, vol. 12, no. 2, pp. 51–57, 2019.
[12] P. P. D. M. H. Nasib, “Improving Consumers Purchasing Decisions On CV. Nagasakti Mandiri Electronic,” Int. J. Res. Rev., vol. 7, no. July, pp. 435–442, 2018.
[13] S. G. S. S. A. S. L. H. Siregar, “Pengaruh Service Excellence Terhadap Kepuasan Pelanggan Transportasi Online Grab (Studi Kasus Pada Masyarakat Kelurahan Kampung Baru Medan),” in Prossiding Seminar Hasil Penelitian 2019, 2020, no. X, pp. 226–233.
[14] I. L. N. Nirmalasari, “Determinant of Customer Relation Management Towards Minimarket Customers in Medan City,” J. Bus. Manag., vol. 21, no. 10, pp. 45–52, 2019.
[15] I. L. S. C. N. Z. F. Z. R. D. D. S. Lubis, “The Role of Switching Barrier to Become Intervening Variables between Brand Image and Trust on User Loyalty Halal Labeled Cosmetics,” Int. J. Adv. Sci. Technol., vol. 29, no. 3, pp. 13352–13359, 2020.
[16] F. G. C. Tjiptono, Service, Quality and Satisfaction Edisi 3. Yogyakarta: Andi, 2011.
[17] P. K. K. L. Keller, Manajemen Pemasaran Edisi 12. Jakarta: Erlangga, 2012.
[18] F. Tjiptono, Strategi Pemasaran Edisi 3. Yogyakarta: Andi, 2012.
[19] J. J. K. E. S. E. B. Othman, “The Influence of Service Quality on Customer Satisfaction: Evidence from Public Sector and Private Sector Banks in Kurdistan/Iraq Jawdat,” Int. J. Adv. Sci. Technol., vol. 28, no. 20, pp. 865–872, 2019.
[20] K. R. B. T. M. S. A. K. S. Prabhakaran, “Influence of Service Quality on Customer Satisfaction: Application of Servqual Model,” Int. J. Bus. Manag., vol. 5, no. 4, pp. 117–124, 2010.
[21] P.-L. H. B. C. Y. L. C.-C. Chen, “The Influence Of Service Quality On Customer Satisfaction And Loyalty In B2B Technology Service Industry,” Total Qual. Manag. Bus. Excell., vol. 30, no. 13–14, pp. 1449–1465, 2019.
[22] Ali Hasan, Marketing dan Kasus-Kasus Pilihan. Yogyakarta: CAPS (Center for Academic Publisher Service), 2013.
[23] F. Tjiptono, Strategi Pemasaran, ed. 3. Yogyakarta: Andi, 2013.
[24] D. S. E. Wibawanto, “Pengaruh Kualitas Pelayanan, Harga, Dan Promosi Terhadap Keputusan Pelanggan Dalam Memilih Klub Basket Satria Indonesia Tangerang Selatan,” J. Pemasar. Kompetitif, vol. 3, no. 3, pp. 30–36, 2020.
[25] R. N. E. D. Sihaloho, “Pengaruh Promosi Cashback pada OVO dan Go-Pay Terhadap Perilaku Konsumen Mahasiswa Fakultas Ekonomi dan Bisnis Universitas Padjadjaran The Effect of Cashback Promotion on OVO and Go-Pay Against Consumer Behavior of Padjadjaran,” J. Ilmu Ekon. dan Stud. Pembang., vol. 20, no. 1, pp. 12–25, 2020.
[26] N. A. I. P. N. Madiawati, “Pengaruh Kualitas Pelayanan , Harga dan Promosi terhadap Loyalitas Pelanggan GoFood di Kota Bandung,” JIMEA J. Ilm. Manajemen, Ekon. dan Akunt., vol. 4, no. 3, pp. 112–122, 2020.
[27] K. F. N. S. R. Aulia, “Pengaruh Kualitas Produk Promosi Terhadap Kepuasan Konsumen Dan Loyalitas Konsumen Dalam Pembelian Produk,” iqtishadEQUITY J. …, vol. 1, no. 1, pp. 1–4, 2020.
[28] M. F. A. U. B. Haryoko, “Pengaruh Promosi Dan Harga Terhadap Keputusan Pembelian Dan Dampaknya Terhadap Kepuasan Pelanggan Pada Alfamart Cabang Cikokol Tangerang,” J. Ekon. Ef., vol. 2, no. 2, pp. 280–286, 2020.
[29] D. S. A. Saputra, “Pengaruh Promosi Dan Kualitas Pelayanan Terhadap Kepuasan Konsumen Kepri Mall,” Mak. J. Manaj., vol. 6, no. 1, pp. 43–53, 2020.
[30] W. Yuliyanto, “Pengaruh Promosi Terhadap Kepuasan Pelanggan di Toko Aleea Shopid Kebumen,” J. Bus. Econ. Res., vol. 1, no. 2, pp. 168–172, 2020.
[31] F. A. A. Budiarti, “Pengaruh Harga, Promosi, Dan Kualitas Pelayanan Terhadap Loyalitas Pelanggan Dimediasi Kepuasan Pelanggan Pada Konsumen Gojek,” Jupe, vol. 08, no. 03, pp. 86–94, 2020.
[32] R. J. A. M. I. Haanurat, “The Influence of Product Quality and Promotion on Customer Satisfaction and Its Impact on Customer Loyalty PT. Mahakarya Sejahtera Indonesia,” Proceeding 3rd Int. Conf. Accounting, Bus. Econ., vol. 1, no. 4, pp. 1491–1498, 2019.
[33] F. T. Anugrah, “Effect of Promotion and Ease of Use on Customer Satisfaction and Loyalty on OVO Application Users,” Quant. Econ. Manag. Stud., vol. 1, no. 1, pp. 44–50, 2020.
[34] H. A. R. A. Sitio, “The Effect Of Promotion And Product Quality Through Purchase Decision On The Customer Satisfaction Of Bohemian Project.Id Products,” Int. J. Eng. Technol. Manag. Res., vol. 6, no. 1, pp. 55–72, 2020.
[35] N. & S. Chaniago, “Pengaruh Saluran Distribusi Dan Promosi Terhadap Volume Penjualan PT. Philips Avent Area Medan,” in Seminar Nasional Royal (SENAR) 2018, 2018, pp. 413–416.
[36] N. S. Chaniago, “Pengaruh Bauran Promosi Dan Lokasi Terhadap Keputusan Kuliah Pada Politeknik Unggul LP3M,” JIPI, vol. 2, no. 1, pp. 38–50, 2018.
[37] M. A. Y. R. Prasetyawati, “Pengaruh Kualitas Informasi Instagram Dan Electronic Word Of Mouth Terhadap Terhadap Citra Dapurfit,” Profesi Humas, vol. 5, no. 1, pp. 82–97, 2020.
[38] H. F. M. M. Tiarawati, “Pengaruh Kualitas Informasi Terhadap Keputusan Memilih Objek Wisata Dengan Trustsebagai Variabel Intervening (Studi Pada Followers Akun Instagram @folkindonesia),” Media Wisata, vol. 18, no. 2, pp. 231–250, 2020.
[39] C. W. S. Kempa, “Terhadap Kepuasan Konsumen Melalui Keputusan Pembelian Produk Fashion Di Lazada,” AGORA Vol. 6, No. 2, vol. 6, no. 2, pp. 1–6, 2018.
[40] M. G. K. Hassanein, “Association for Information Systems AIS Electronic Library (AISeL) Consumers’ Satisfaction With Online Information Quality: The Moderating Roles Of Consumer Decision-Making Style, Gender And Product Involvement,” in Proceedings of the 21st European Conference on Information System, 2013.
[41] W. K. P. V. Pujani, “The Influence Of System Quality, Information Quality, E-Service Quality And Perceived Value On Shopee Consumer Loyalty In Padang City,” Int. Technol. Manag. Rev., vol. 8, no. 1, pp. 10–15, 2019.
[42] J. C. E. D. Estember, “The Impact of Information Quality and Ergonomics on Service Quality in the Use of Automatic Teller Machines,” in MATEC Web of Conferences, 2018, vol. 150, pp. 1–5.
[43] Nasib, “Pengaruh Kualitas Pelayanan Dan Harga Terhadap Minat Beli Konsumen (Studi Kasus Pada CV. Teman Variasi Mobil Medan) Nasib,” Bisman I, vol. 1, no. 4, pp. 84–92, 2017.
[44] B. D. S. B. L. F. Roring, “Pengaruh Brand, Harga Dan Kualitas Pelayanan Terhadap Keputusan Pelanggan Membeli Di Kedai Kopi Gudang Imaji Manado,” J. EMBA J. Ris. Ekon. Manajemen, Bisnis dan Akunt., vol. 6, no. 4, pp. 3843 – 3852, 2018.
[45] W. Ramadoni, “Pengaruh Promosi Ovo Terhadap Minat Beli Dan Keputusan Pembelian Pada Pengguna OVO,” J. Ecopreneur, vol. 3, no. 1, pp. 1–7, 2020.
[46] S. Khairani, “Pengaruh Kepercayaan Kualitas Informasi dan Pelayanan Terhadap Keputusan Membeli Melalui Media Sosial ( Studi Kasus Mahasiswa Akuntansi STIE MDP ),” J. Pendidik., pp. 305–314, 2015.
[47] K. Ayuningtiyas and H. Gunawan, “Pengaruh Kepercayaan, Kemudahan dan Kualitas Informasi Terhadap Keputusan Pembelian Daring Di Aplikasi Bukalapak Pada Mahasiswa Politeknik Negeri Batam,” J. Appl. Bus. Adm., vol. 2, no. 1, pp. 152–165, 2018.
[48] I. K. R. Y. H. F. N. M. W. S. Hidayatullah, “Pengaruh Kemudahan, Kepercayaan Pelanggan Dan Kualitas Informasi Terhadap Keputusan Pembelian Online,” in Seminar Nasional Sistem Informasi 2019, 2019, vol. 3, no. September, pp. 1617–1625.
Published
2021-05-27
How to Cite
Septa Diana Nabella. (2021). Improve Consumer Purchasing Decisions Through Quality of Service, Promotion And Quality of Information At PT. Ng Tech Supplies. International Journal of Science, Technology & Management, 2(3), 880-889. https://doi.org/10.46729/ijstm.v2i3.210
Section
Articles
