Pengaruh Promosi Dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan Di Xiaomi Store Kudus
DOI:
https://doi.org/10.31004/ijisk.v3i4.578Keywords:
Promotion, Service Quality, Customer Satisfaction.Abstract
Abstrak
This study aims to analyze the effect of promotion and service quality on customer satisfaction at Xiaomi Store Kudus, both partially and simultaneously. This study employed a quantitative approach using a survey method by distributing questionnaires to 101 respondents selected through purposive sampling. The data were analyzed using multiple linear regression, as well as t-test and F-test to examine the partial and simultaneous effects of the variables. The results showed that promotion had no significant effect on customer satisfaction, with a calculated t-value of 0.768 and a significance value of 0.444. In contrast, service quality had a positive and significant effect on customer satisfaction, with a calculated t-value of 18.782 and a significance value of 0.000. Simultaneously, promotion and service quality had a significant effect on customer satisfaction, with a calculated F-value of 364.514 and a significance value of 0.000. These findings indicate that service quality is a more important aspect in improving customer satisfaction at Xiaomi Store Kudus. Therefore, the company needs to maintain and improve service quality, particularly in terms of speed, friendliness, accuracy of information, and convenience, while also evaluating its promotional strategies to better align with customer needs.
References
Prasetiyo, S. M., Gustiawan, R., Albani, F. R., Komputer, I., Informatika, T., Pamulang, U., & Selatan, T. (2024). Pertumbuhan Tingkat Penetrasi Indonesia. BIIKMA : Buletin Ilmiah Ilmu
Rasyid, A., Junengsih, Basuki, E. A., & Wardhani, H. S. (2025). Peran Strategi Promosi dan Differentiation dalam Meningkatkan Loyalitas Pelanggan E-commerce. Jurnal Ilmu Sosial & Hukum, 3 Nomor 4.
Parasuraman, a, Zeithaml, V. a, & Berry, L. L. (1988). SERQUAL: A Multiple-Item scale for Measuring Consumer Perceptions of Service Quality. In Journal of Retailing (Vol. 64, p. 28). https://doi.org/10.1016/S0148-2963(99)00084-3
Maulana, R. A., & Asron. (2022). Pengaruh Kualitas Pelayanan dan Promosi Terhadap Kepuasan Pelanggan Pada Erafone Grapari Telkomsel Batam Center. SCIENTIA JOURNAL: Jurnal Ilmiah Mahasiswa, 4(7), 1–9.
Komarudin, H., Sulaeman, A., & Jasmani, J. (2020). Pengaruh Promosi Dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pada Pt. Sumber Alfaria Trijaya (Alfamart) Wilayah Tangerang Selatan. Jurnal Ekonomi Efektif, 2(3), 354–363. https://doi.org/10.32493/jee.v2i3.6798
Chandra, T. H., Ritonga, R. R., Gophar, S., & Lase, M. (2024). Pengaruh Promosi , Harga , dan Kualitas Pelayanan Terhadap Kepuasaan Pelanggan pada PT Angkasa Pelangi Lestari. EKOMA : Jurnal Ekonomi, Manajemen, Akuntansi, 3(2), 1284–1292.
Lengkey, G. R., Mandey, S. L., Soepono, D., Promosi, P., Kualitas, D. A. N., Elektronik, P., Lengkey, G. R., Mandey, S. L., & Soepono, D. (2022). New+Jurnal+Emba,+Gloria. 4(5), 62–71.
Kotler. (2008). Kotler, Phillip dan Amstrong, Gary, 2008, “Dasar-dasar Pemasaran.” Edisi Duabelas,Jilid I, Alih Bahasa Bob Sabran, Jakarta : Erlangga. 233.
Herlambang, A. S., & Komara, E. (2022). Pengaruh Kualitas Produk, Kualitas Pelayanan, Dan Kualitas Promosi Terhadap Kepuasan Pelanggan (Studi kasus pada Starbucks Coffee Reserve Plaza Senayan). Jurnal Ekonomi, Manajemen Dan Perbankan (Journal of Economics, Management and Banking), 7(2), 56. https://doi.org/10.35384/jemp.v7i2.255
Lengkey, G. R., Mandey, S. L., Soepono, D., Promosi, P., Kualitas, D. A. N., Elektronik, P., Lengkey, G. R., Mandey, S. L., & Soepono, D. (2022). New+Jurnal+Emba,+Gloria. 4(5), 62–71.
Pakpahan, D. R., & Fadli, A. (2021). Pengaruh Pelayanan, Promosi Dan Kepercayaan Terhadap Minat Membayar Zakat Pada Baznas Sumut. Jurnal Ekuivalensi, 7(2), 280–294. https://doi.org/10.51158/ekuivalensi.v7i2.498
Prihartono, & Sari, R. M. (2020). Influence of Price and Product Quality on Purchase Decisions (Customer Survey Product Spray Rise). Jimea, 4(1), 106–113.
http://download.garuda.ristekdikti.go.id/article.php?article=1490064&val=12596&title=ANALISIS KOMPARATIF PENGUKURAN KINERJA ENTITAS SYARIAH DENGAN BALANCE SCORECARD DAN MASLAHAH SCORECARD
Ramli, R., Suryanti, S., & Budiandriani, B. (2023). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan PT. Pos Indonesia (Persero) Cabang Parepare. SEIKO : Journal of Management & Business, 6(2.1). https://doi.org/10.37531/SEJAMAN.V6I2.5563
Masuku, D., Joesah, N., & Kusuma, A. B. (2024). Pengaruh Kualitas Pelayanan, Ketepatan Waktu Pengiriman Barang Terhadap Kepuasan Pelanggan. JIBEMA: Jurnal Ilmu Bisnis, Ekonomi, Manajemen, Dan Akuntansi, 1(3), 208–222. https://doi.org/10.62421/jibema.v1i3.19
Yunita M. Sumual, J.A.F. Kalangi, & Danny D.S. Mukuan. (2021). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan PT Otomoto Mantos. In Productivity (Vol. 2, Issue 5, p. 397).
