PENGARUH KUALITAS PELAYANAN DAN HARGA TERHADAP KEPUASAN KONSUMEN PADA APOTEK AS-SYIFA DI KALIWUNGU KENDAL
Abstract
This research aims to determine the effect of service quality on consumer satisfaction, determine price on consumer satisfaction and determine service quality and price on consumer satisfaction who visit the As-syifa Kaliwungu Kendal Pharmacy. The type of research used is quantitative associative. The population in this study were consumers who visited the As-syifa Pharmacy Kaliwungu Kendal from January to December 2022 with a total of 98 samples used using the Slovin method. In collecting data using observation techniques and questionnaires, data analysis methods used SPSS version 26, multiple linear regression analysis, correlation coefficient test, coefficient of determination test, hypothesis testing (t test and f test). The results of the research state that there is a partial influence of service quality on consumer satisfaction with (tcount 15.517 > ttable 1.984 or a sig value of 0.000 and there is a partial influence of price on consumer satisfaction with (tcount 17.337 > ttable 1.984 or a sig value of 0.000 and there is an influence between service quality and price on consumer satisfaction are simultaneous with (fcount 181.954 > Ftable 3.09) with a significant value of 0.000. So the coefficient of determination obtained is 0.793 (79.3%). It can be concluded that service quality is 0.715 which can be interpreted as (Strong), and price quality is 0.758 which can be interpreted as (Strong).In this study, the results of multiple regression were obtained at Y = 3.787 + 0.366 + 0.655.
References
Aaker, A, 2015. “Manajemen Ekuitas Merek Memanfaatkan Nilai dari Suatu Merek”. Edisi Pertama. Mitra Utama, Jakarta.
Algifari, 2015, “Analisis Regresi”, Yogyakarta, 2010. Angipora Marius P. “Dasar-Dasar Pemasaran”, PT. Raja Grafindo Persada, Jakarta, 2016.
Arikunto, Suharsimi, “Prosedur Penelitian Suatu Pendekatan Praktek”, PT. Rineka Cipta, Jakarta, 2016.
Cesariana, C., Juliansyah, F., & Fitriyani, R. (2022). Model Keputusan Pembelian Melalui Kepuasan Konsumen Pada Marketplace: Kualitas Produk Dan Kualitas Pelayanan (Literature Review Manajemen Pemasaran). Jurnal Manajemen Pendidikan Dan Ilmu Sosial, 3(1), 211-224.
Chriestiana, R. (2020). Pengaruh Persepsi Harga Dan Kualitas Pelayanan Terhadap Loyalitas Pelanggan Pada Pengguna GRAB di Kota YOGYAKARTA (Doctoral dissertation, Universitas Mercu Buana Yogyakarta).
David W.Craven “Strategic Marketing”, Mc-Graw Hill International, 2016. Dharmmesta, Basu Swastha, Handoko, T. Hani. 2017. “Manajemen Pemasaran Analisis Prilaku Konsumen”. Edisi Pertama. BPFE, Yogyakarta.
Ekawati, F. (2018). Manajemen Sumber Daya Manusia dalam Meningkatkan Mutu Pendidikan di SMPIT. JURNAL ISEMA : Islamic edukation Management, 3 (2), 118-139.
Ekawati, F. (2018). Manajemen Sumber Daya Manusia dalam Meningkatkan Mutu Pendidikan di SMPIT. Jurnal ISEMA: Islamic Educational Management, 3(2), 118-139.
Fikri, A., & Harahap, M. I. (2022). Analisis Pelayanan Pengiriman Barang Terhadap Kepuasan Konsumen Pada PT. POS Insonesia (Persero) Regional I Sumatera. Jurnal Ilmu Komputer, Ekonomi dan Manajemen (JIKEM) , 923-926.
Firatmadi, A. (2017). Pengaruh kualitas pelayanan dan persepsi harga terhadap kepuasan pelanggan serta dampaknya terhadap loyalitas pelanggan. Journal of Business Studies, 2(2), 80-105.
G.R. Terry, & Rue, Leslie W. Rue, “Dasar-dasar Manajemen”, Bumi Aksara, Jakarta 2017.
Ghozali, Imam, “Aplikasi Analisis Multivariate dengan Program SPSS”, Edisi Kelima, Badan Penerbit Undip, Semarang, 2015. Griffin, Jill. 2017. “Customer Loyalty: How to Earn It, How to Keep It”. Simon and Chuster. Inc. New York.
Gunawan, G., Noviawati, N., Nupusiah, U., Saputra, Y., & Hidayat, Y. (2022). Pengelolaan Sumber Daya Manusia Dalam Mengembangkan Mutu Pendidikan. Jurnal Ilmiah Wahana Pendidikan, 8(13), 149-155.
Gunawan, G., Noviawati, N., Nupusiah, U., Saputra, Y., & Hidayat, Y. (2022). Pengelolaan Sumber Daya Manusia Dalam Mengembangkan Mutu Pendidikan. Jurnal Ilmiah Wahana Pendidikan, 8(13), 149-155.
Harsanto, L. F., & Hidayat, W. (2017). Pengaruh Kualitas Produk, Harga dan Lokasi Terhadap Keputusan Pembelian (Pada UKM Martabak Mas Ipung di Perumahan Plamongan Indah Semarang. Jurnal Ilmu Administrasi Bisnis, 6(3), 340-351.
Hasan, Ali. 2016. “Marketing”. Media Utama., Yogyakarta. Hurriyati, Ratih, “Bauran Pemasaran Dan Loyalitas Konsumen”, CV. Alfabetha, Bandung, 2016.
