The Effect Of Promotion, Price, And Quality Of Service On Customer Satisfaction Of PT. Aseng Keto Sukses Medan

Ricky Rafii Ritonga; Christian Ardy; Felix Giovanni Chandra; Nicholas Geral Cendana; Egon Sius Purba

doi:10.46729/ijstm.v3i1.422

Ricky Rafii Ritonga Management, Faculty of Economics, University of Prima Indonesia
Christian Ardy Management, Faculty of Economics, University of Prima Indonesia
Felix Giovanni Chandra Management, Faculty of Economics, University of Prima Indonesia
Nicholas Geral Cendana Management, Faculty of Economics, University of Prima Indonesia
Egon Sius Purba Management, Faculty of Economics, University of Prima Indonesia

DOI: https://doi.org/10.46729/ijstm.v3i1.422

Keywords: Promotion, Price, Quality Of Service, Satisfaction

Abstract

This research was motivated by a decrease in the number of customers of PT. Aseng Ketok Successful in 2020. The decrease in the number of customers indicates that the satisfaction of pt. Aseng Ketok Success Medan. By looking at the problems that exist, this research is directed to analyze how to increase satisfaction by supporting increased promotion, price, and, quality of service. In this study used is the criteria of permanent customers, which are meant by permanent customers here are service users who have more than twice used the services of PT. Aseng Ketok Success. The number of samples is determined based on calculations of the Slovin formula with a tolerable error rate of 5%, then the sample count will be obtained as many as 150 people. The data analysis method used in this study is Multiple Regression, were previously tested the validity, reliability, and classical assumptions. The results showed that promotion, price, and quality of service have a positive and significant influence on customer satisfaction. The author's advice is to increase customer satisfaction can be done by improving promotions, maintaining customer satisfaction, and pricing more in line with customer capabilities. PT. Aseng Ketok Sukses Medan needs to maintain elements that have been considered good by customers and need to improve things that are still lacking.

Downloads

Download data is not yet available.

References

[1] A. F. Nasib, Konsep Intisari Strategi pemasaran. Jawa Tengah: CV. Pena Persada, 2019.
[2] I. L. N. R. K. C. H. Martin, "The Role of Customer Satisfaction in Mediating the Relationship Between Service Quality and Price on Customer Loyalty," Enrich. J. Manag., vol. 12, no. 1, pp. 400–411, 2021.
[3] Nasib, “Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan (Studi Kasus Pada Kola Renan Bengawan Solo Pangkalan Brandan),” J. Ilm. Manaj. Bisnis, vol. 18, no. 1, pp. 30–44, 2017.
[4] N. R. A. I. Lestari, Dasar Pemasaran. Yogyakarta: Deepublish, 2019.
[5] N. S. Chaniago, “Pengaruh Bauran Promosi Dan Lokasi Terhadap Keputusan Kuliah Pada Politeknik Unggul LP3M,” JIPI, vol. 2, no. 1, pp. 38–50, 2018.
[6] S. Nasib, “Maksimalisasi Peningkatan Kepuasan Pelanggan Pada PT. Lautan Abadi Pratama Melalui Promosi Dan Kualitas Pelayanan Pada PT. Lautan Abadi Pratama,” Ekon. Bisnis, vol. 27, no. 1, pp. 550–561, 2021.
[7] Nasib, “Optimalisasi Personal Selling, Lokasi Dan Harga Dalam Meningkatkan Keputusan Mengikuti Program Kepemilikan Rumah KPR Tipe 36,” J. Mantik Penusa, vol. 3, no. 1, pp. 14–20, 2019.
[8] N. R. Amelia, “Pengaruh Kualitas Pelayanan, Harga Dan Citra Kampus Terhadap Loyalitas Mahasiswa Mengikuti Program MGM (Member Get Member) Melalui Kepuasan Mahasiswa Sebagai Variabel Intervening,” Abdi Ilmu, vol. 1, no. 1, pp. 121–133, 2018.
[9] N. Herwan Nafil, “Optimalisasi Kepuasan Pelayanan Dan Komunikasi Pada Supermarket Mr. Ben Medan,” Juranl Ekon. Dan Kebijak. Publik, vol. 4, no. 2, pp. 111–118, 2019.
[10] Daryanto, Sari Kuliah Manajemen Pemasaran. Bandung: PT Sarana Tutorial Nurani Sejahtera Bandung, 2012.
[11] N. S. M. Z. R. Daulay, Konsep Kualitas Pelayanan, Harga Dan Citra Kampus Dan Loyalitas Mahasiswa Sebuah Kajian Teoritis Dan Analisis. Surabaya: Global Aksara Pres, 2021.
[12] 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.
[13] J. D. Sunarsi, “The Influence of Product Mix, Promotion Mix and Brand Image on Consumer Purchasing Decisions of Sari Roti Products in South Tangerang,” PINISI Discret. Rev., vol. 1, no. 1, pp. 165–174, 2020.
[14] Y. G. W. R. H. W. N. Qomariah, “Impact of Price, Product Quality, and Promotion on Consumer Satisfaction in Cosmetics and Skincare,” J. Econ. Finance. Manag. Stud., vol. 04, no. 07, pp. 978–986, 2021.
[15] A. H. Permana, “Price and Customer Satisfaction on Loyalty : An Empirical Study of Online Transportation in Indonesia,” Int. J. Innov. Sci. Res. Technol., vol. 5, no. 3, pp. 1275–1280, 2020.
[16] A. J. S. D. Djumarno, “Effect Of Price And Service Quality On Customer Satisfaction And Its Implications For Customer Loyalty At Aston Pluit Hotel & Residence Jakarta,” Dinasti Int. J. Econ. Finance. Account., vol. 2, no. 1, pp. 77–91, 2021.
[17] K. H. W. M. M. M. P. K. A. C. Sukartiko, "The Effect of Perceived Quality, Price , and Product Safety on Loyalty Consumer XYZ Products," Agroindustrial J., vol. 6, no. 2, pp. 423–431, 2019.
[18] T. G. Y. Yi, “The Effect Of Service Quality On Customer Satisfaction, Loyalty, And Happiness In Five Asian Countries,” Psychol Mark, pp. 1–16, 2018.
[19] B. A. F. U. A. Y. A.-B. D. Singh, “Impact of Service Quality on Customer Loyalty and Customer Satisfaction in Islamic Banks in the Sultanate of Oman,” Orig. Res. Impact, vol. April-June, pp. 1–10, 2020.
[20] 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.