The Influence of Product Quality, Price and Service Quality on Ana Jetkul Refill Water Consumer Satisfaction and Loyalty
DOI:
https://doi.org/10.22441/ijiem.v6i1.26289Kata Kunci:
Product quality, Price, Service quality, Customer satisfaction, LoyaltyAbstrak
The human need for drinking water is fundamental and requires quality maintenance to avoid health risks. One option to meet this need is through water refilling, a service provided by Ana Jetkul. As a business that has faced increasing competition over the last decade, Ana Jetkul must have a competitive advantage to continue thriving. This research investigates the impact of product quality, price, and service quality on customer satisfaction and loyalty. The structural equation modelling (SEM) method tests the correlation between variables. Samples are selected using purposive or judgment sampling methods involving the participation of 231 respondents. Data is collected by directly distributing questionnaires to Ana Jetkul's customers. The research results indicate that product quality, price, and service quality influence customer satisfaction. Price, product quality, and customer satisfaction influence service quality. However, the customer satisfaction variable only significantly impacts customer loyalty at Ana Jetkul.Unduhan
Referensi
Ali, M., Ramayah, T., & Cheah, J. (2021). PLS-SEM Statistical Programs : A Review. 5(1), 1-14. https://doi.org/10.47263/Jasem.5(1)06
Arlan, A. F., & Idris. (2020). The Effect of Price , Service Quality And Promotion of Loyalty With Satisfaction as Intervening Variables in Shaqylla Beauty Clinic Payakumbuh. Conference: The Fifth Padang International Conference On Economics Education, Economics, Business and Management, Accounting and Entrepreneurship (PICEEBA-5 2020). 152, 628–637. https://doi.org/10.2991/aebmr.k.201126.071
Arumugam, N., Latha, A., & Subramaniam, B. (2022). Customer Satisfaction Perpetuates Loyalty : A Case Study. International Journal of Academic Research in Business andSocial Sciences, 10(12), 149–161. https://doi.org/10.6007/Ijarbss/V10-I12/8282
Billiet, M. and Billet, J. (2014). A Monte Carlo Sample Size Study : How Many Countries Are Needed For Accurate A Monte Carlo Sample Size Study : How Many Countries Are Needed For Accurate Multilevel SEM ?. Survey Research Methods, 3(1):45-58. https://doi.org/10.18148/Srm/2009.V3i1.666
Dora, Y. M., Widyatama, U., Sakti, I. W., Widyatama, U., Saefudin, N., Widyatama, U., Sudrajat, A., & Widyatama, U. (2021). The Influence Of Product Quality And Service Quality On Customer Loyalty Of Drinking Water Refill Depot In Bandung City. Review Of International Geographical Education, 11(6), 234-240. https://doi.org/10.48047/rigeo.11.06.28
Ekasari, R., Agustya, D., Yucha, N., & Arif, D. (2019). Effect Of Price , Product Quality , and Service Quality on Customer Satisfaction on Online Product Purchases Effect of Price, Product Quality, and Service Quality on Customer Satisfaction on Online Product Purchases. 1st International Conference on Advance and Scientific Innovation, 1175 (2019) 012287. https://doi.org/10.1088/1742-6596/1175/1/012287
Fida, B. A., Ahmed, U., Al-Balushi, Y., & Singh, D. (2020). Impact of Service Quality on Customer Loyalty and Customer Satisfaction in Islamic Banks in The Sultanate of Oman. SAGE Open 10(2):215824402091951. https://doi.org/10.1177/2158244020919517
Ginting, D. B. (2009). Structural Equation Model (SEM). Media Informatika, 8(3), 121–134.
Goranda, I. R., Nurhayati, P., & Simanjuntak, M. (2021). Analysis of Consumer Satisfaction and Loyalty Factors with CRM Approach in Agribusiness E-Commerce Company. Journal of Consumer Sciences, 6(2):111-128. https://doi.org/10.29244/jcs.6.2.111-128
Hakim, L. N. (2016). Effect of Product Quality And Service Quality on Customer Loyalty with Customer Satisfaction As An Intervenning Variables (Case Study on the Tirta Jasa Lampung Selatan Regional Company ( PDAM )). Economit Journal: Scientific Journal of Accountancy, Management and Finance, 1(1), 48-56. https://doi.org/10.33258/ECONOMIT.V1I1.374
Jannah, R., Mappatompo, A., & Haanurat, I. (2019). The Influence of Product Quality and Promotion on Customer Satisfaction and its Impact on Customer Loyalty PT . Mahakarya Sejahtera Indonesia. Proceeding of The 3rd International Conference on Accounting, Business & Economics (UII-ICABE 2019) 7, 201-206.
Jaya, U. A., & Salih, M. A. (2022). Product Quality and Price Influence on Customer Loyalty in The Bubble ’ Ku Bubble Drink and Ice Blend Soft Drink Business at Ramayana Department Store. Journal of Management, Accounting, General Financeand International Economic Issues 1(4), 41-52. https://doi.org/10.55047/marginal.v1i4.290
Kartikasari, A., & Albari, A. (2020). The Influence of Product Quality, Service Quality and Price an Customer ahe Influence af Product Quality, Service Quality and Price and Customer Satisfaction and Loyalty. AJEFB, 3(1), 49-64.
Kiman. (2019). Pengaruh Kualitas Layanan dan Harga Terhadap Kepuasan Konsumen pada Depot Air Minum Isi Ulang UD Enzes Pengabean. JECMA, 1, 92-101. https://doi.org/10.46772/jecma.v1i1
Qalati, S. A., Yuan, L. W., Iqbal, S., Hussain, R. Y., & Ali, S. (2019). Impact of Price on Customer Satisfaction; Mediating Role of Consumer Buying Behaviour in Telecom Sector. International Journal of Research, 06(May), 150–160. https://journals.pen2print.org/index.php/ijr/
Rahayu. (2018). Pengaruh Kualitas Pelayanan Terhadap Kepuasaan Pelanggan Dan Dampaknya Terhadap Loyalitas Pelanggan. Jurnal Ekobis: Ekonomi, Bisnis, Dan Manajemen, 8(2), 117–129. http://ejournal.stiemj.ac.id/index.php/ekobis
Safrizal. (2017). Analisis Pengaruh Kualitas Pelayanan Terhadap Kepuasan Konsumen Pada Depot Air Minum Isi Ulang Tirta Tamiang Di Kecamatan Tenggulun. Jurnal Manajemen dan Keuangan, 6(2), 808–817. 10.5281/zenodo.1320536
Tijjang, B., & Putra, P. (2020). Product and Service Quality Towards Customer Satisfaction Refilled Drinking Water In Indonesia. Li Falah-Jurnal Studi Ekonomi Dan Bisnis Islam 4(2), 90–101. http://dx.doi.org/10.31332/lifalah.v5i2.2232
Usman, O., & Widya, B. C. (2019). The Influence of Product Quality, Service Quality, and Prices on Consumer Satisfaction of Students of the 2019 Office Administration Education Study Program, Jakarta State University (Case Study On Shopee Marketplace). Social Science Research 5, 1-23. https://dx.doi.org/10.2139/ssrn.4130307
Wahjoedi, T. (2022). Product Quality And Price Perception on Customer Loyalty Mediated by Customer Satisfaction Product Quality and Price Perception on Customer Loyalty Mediated by Customer Satisfaction. World Journal of Advanced Research and Reviews, May, 628-635. https://doi.org/10.30574/wjarr.2022.14.2.0486
Zardi, H., Wardi, Y., & Evanita, S. (2019). Effect of Quality Products, Prices, Locations and Customer Satisfaction to Customer Loyalty Simpang Raya Restaurant Bukittinggi "Salero Nan Tau Raso". Advances in Economics, Business and Management Research, 64, 856-865. https://doi.org/10.2991/piceeba2-18.2019.75
Unduhan
Diterbitkan
Cara Mengutip
Terbitan
Bagian
Lisensi
The copyright to this article is transferred to Universitas Mercu Buana (UMB) if and when the article is accepted for publication. The undersigned hereby transfers any and all rights in and to the paper including without limitation all copyrights to UMB. The undersigned hereby represents and warrants that the paper is original and that he/she is the author of the paper, except for material that is clearly identified as to its original source, with permission notices from the copyright owners where required. The undersigned represents that he/she has the power and authority to make and execute this assignment.
We declare that:
1. This paper has not been published in the same form elsewhere.
2. It will not be submitted anywhere else for publication prior to acceptance/rejection by this Journal.
3. A copyright permission is obtained for materials published elsewhere and which require this permission for reproduction.
Furthermore, I/We hereby transfer the unlimited rights of publication of the above mentioned paper in whole to UMB. The copyright transfer covers the exclusive right to reproduce and distribute the article, including reprints, translations, photographic reproductions, microform, electronic form (offline, online) or any other reproductions of similar nature.
The corresponding author signs for and accepts responsibility for releasing this material on behalf of any and all co-authors. This agreement is to be signed by at least one of the authors who have obtained the assent of the co-author(s) where applicable. After submission of this agreement signed by the corresponding author, changes of authorship or in the order of the authors listed will not be accepted.
Retained Rights/Terms and Conditions
1. Authors retain all proprietary rights in any process, procedure, or article of manufacture described in the Work.
2. Authors may reproduce or authorize others to reproduce the Work or derivative works for the authors personal use or for company use, provided that the source and the UMB copyright notice are indicated, the copies are not used in any way that implies UMB endorsement of a product or service of any employer, and the copies themselves are not offered for sale.
3. Although authors are permitted to re-use all or portions of the Work in other works, this does not include granting third-party requests for reprinting, republishing, or other types of re-use.
