Pengaruh Store Atmosphere dan Kualitas Produk terhadap Kepuasan Pelanggan

(Studi pada Waroeng Kang Ujang di Korpri Bandar Lampung)

Authors

  • Suhartina Universitas Tulang Bawang Lampung
  • Onkky Program Studi Administrasi Bisnis, FISIP, Universitas Tulang Bawang Lampung

DOI:

https://doi.org/10.37090/bpj.v2i1.618

Abstract

This study aims to explain the effect of Store Atmosphere (cleanliness, music, aroma, temperature) on customer satisfaction and the effect of product quality (service ability, reliability, and durability) on customer satisfaction. The researcher applied the survey method using a questionnaire as a research instrument in collecting data. Researchers also use the SPSS version 26 application with quantitative analysis which included validity and reliability test, classic assumption test, multiple linear regression analysis, coefficient of determination, hypothesis testing with F test and t test. Researchers chose respondents with a total of 30 people using purposive sampling method where the characteristics of the respondents have been determined by the researcher beforehand.

The results show that the two independent variables, namely Store Atmosphere and Product Quality, both jointly and partially have a positive and significant effect on customer satisfaction. Product Quality variable is the most dominant variable in giving effect to Customer Satisfaction.

 

Keywords: Store Atmosphere, Product Quality, Customer Satisfaction

References

DAFTAR PUSTAKA

Ade, C. (n.d.). Bab II Kajian Pustaka. http://eprints.kwikkiangie.ac.id/934/3/ 22160127 - Claudia Ade - bab 2.pdf

Afnina, A., & Hastuti, Y. (2018). Pengaruh Kualitas Produk terhadap Kepuasan Pelanggan. Jurnal Samudra Ekonomi Dan Bisnis, 9(1), 21–30. https://doi.org/10.33059/jseb.v9i1.458

Alifia, H. N. (2018). The effect of price and warranty information on product quality ... 3(2), 388–395.

Andriani, D. (2020). Pengaruh kualitas pelayanan dan suasana resto terhadap keputusan pembelian pada café and resto sugar rush di bontang. Journal Administrasi Bisnis, 8(1), 26–34.

Arianto, N., & Kurniawan, F. (2021). Pengaruh Kualitas Pelayanan dan Promosi Terhadap Loyalitas dengan Kepuasan Sebagai Variabel Intervening (Studi Home Industri Produk Pakaian Sablon & Bordir). Jurnal Pemasaran Kompetitif, 4(2), 254. https://doi.org/10.32493/jpkpk.v4i2.9647

Cucu Sumartini, L., & Fajriany Ardining Tias, D. (2019). Analisis Kepuasan Konsumen Untuk Meningkatkan Volume Penjualan Kedai Kopi Kala Senja. Jurnal E- Bis (Ekonomi-Bisnis), 3(2), 111–118. https://doi.org/10.37339/e-bis.v3i2.124

Fitriani, H. N. (2020). JURNAL STIE SEMARANG ( Edisi Elektronik ) VOL 12 No 2 Edisi June 2020 JURNAL STIE SEMARANG ( Edisi Elektronik ) VOL 12 No 2 Edisi June 2020. 12(2), 37–46.

Hayati, D., Budiati, P. L., & ... (2020). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pada Pt Lg Elektronik Indonesia. … -Jurnal Ekonomi Dan …, 13(1), 154–162. https://journal.stienas- ypb.ac.id/index.php/jdeb/article/view/252

Hestanto. (n.d.). Manfaat dan strategi kepuasan pelanggan. Retrieved February 23, 2021, from https://www.hestanto.web.id/manfaat-dan- strategi-kepuasan-pelanggan/

Hestanto. (n.d.). store atmosphere. Hestanto.Web.Id. Retrieved November 12, 2020, from https://www.hestanto.web.id/store- atmosphere/

Lisdayanti, A. (2017). Pengaruh Lokasi, Store Atmosphere, Harga Dan Crm Terhadap Keputusan Pembelian Konsumen Pada The Milk Bar Bandung. 7(Sustainable Competitive Avantage), 169–187.

M.Kurniawan, N. S. H. H. (2017). Pengaruh Bauran Pemasaran (4P) Terhadap Keputusan Pembelian Perumahan PT. Berlian Bersaudara Propertindo. Jurnal Ilmiah Ekonomi Global Masa Kini, 8(1), 43–49. http://ejournal.uigm.ac.id/index.php/EGM K/article/view/298/302

Mulyapradana, A., Anjarini, A. D., & Harnoto, H. (2020). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan di PT. Tempo Cabang Tegal. Jesya (Jurnal Ekonomi & Ekonomi Syariah), 3(1), 26–38. https://doi.org/10.36778/jesya.v3i1.115

Sugiyono. (2019). Metode Penelitian Kualitatif dan Kuantutatif. Alfabeta.

Tanjung, A. (2020). PENGARUH STORE ATMOSPHERE, LOKASI DAN PROMOSI TERHADAP KEPUTUSAN PEMBELIAN. 05(03), 1–18.

Wiranti, N. A. (2021). Klasifikasi shopping motivation konsumen berdasarkan store atmosphere dan loyalitas konsumen Classification of consumer shopping motivation based on store atmosphere and consumer loyalty. 13(1), 103–113.

Yayan. (n.d.). Pengaruh kualitas produk, harga dan lokasi terhadap keputusan pembelian di toko hepi fashions branded cikarang pusat bekasi. 1–19.

Downloads

Published

2022-07-11

Issue

Section

List of Articles in This Issue

Most read articles by the same author(s)

Obs.: This plugin requires at least one statistics/report plugin to be enabled. If your statistics plugins provide more than one metric then please also select a main metric on the admin's site settings page and/or on the journal manager's settings pages.