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All Journal EKOMBIS REVIEW: Jurnal Ilmiah Ekonomi dan Bisnis International Journal of Management Science and Information Technology (IJMSIT)
Indri Agustin
Universitas Muhammadiyah Jember
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Energy Other

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Customer Satisfaction Based on Marketing Mix Strategy (7P) at PT Tirta Perkasa Sejahtera Bondowoso Inge Cellianada Cahyono; Dani Kurniawan; Indri Agustin; Arik Muji Winarni; Setiyo Budi Tripriyono; Maghfur El Muhammady; Nurul Qomariah; Nursaid Nursaid; Mu’ah Mu’ah
International Journal of Management Science and Information Technology Vol. 5 No. 2 (2025): July - December 2025
Publisher : Lembaga Komunitas Informasi Teknologi Aceh (KITA), Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35870/ijmsit.v5i2.6087

Abstract

This study aims to describe customer satisfaction based on the marketing mix strategy (7Ps) which includes product, price, place, promotion, people, process, and physical evidence at PT Tirta Perkasa Sejahtera Bondowoso. This study uses a qualitative approach with a descriptive research type. Data were obtained through in-depth interviews, direct observation, and documentation related to the company's service and marketing activities. Data analysis was carried out through the stages of data reduction, data presentation, and conclusion drawing. The results show that the marketing mix strategy (7Ps) has been consistently implemented by the company and contributes to the level of customer satisfaction. Customers consider product quality, ease of service access (place), and fast and responsive service processes to be the aspects that most influence their satisfaction. Meanwhile, the promotion strategy and physical evidence elements are considered to still have room for improvement to strengthen the overall customer experience. This study provides an in-depth overview of how the implementation of the 7Ps can increase customer satisfaction and serve as a reference for improvement for companies in designing more effective marketing strategies.
Social Media Marketing And Brand Image As Determinant Patient Loyalty Wit Trust As Intervening Indri Agustin; Budi Santoso; Feti Fatimah
EKOMBIS REVIEW: Jurnal Ilmiah Ekonomi dan Bisnis Vol 14 No 3 (2026): Juli
Publisher : UNIVED Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37676/ekombis.v14i3.11551

Abstract

Purpose – Using patient trust as an intervening variable, the study intends to investigate and assess the direct and indirect effects of social media marketing and brand image on patient loyalty. Novelty – This study examines how social media marketing and brand image affect patient loyalty using an intervening test model (patient trust). Method – This study employs an explanatory/confirmatory design. The group consisted of outpatients from Jember Regency's Dr. Soebandi Regional General Hospital. Purposive and accidental sampling were used as the sampling techniques, and the number of samples was calculated using the Slovin formula. Partial Least Square (PLS) data analysis was performed using the WarpPLS 7.0 program. Findings – The results demonstrate that patient trust is greatly impacted by social media marketing and brand image. While company image has little bearing on patient loyalty, social media marketing has a substantial impact. Patient loyalty is positively and significantly impacted by patient trust. Patient loyalty is greatly impacted by social media marketing and brand image, with patient trust acting as an intervening variable. Limitations and Implications – The results of this study cannot be broadly applied because the research participants were restricted to patients at Dr. Sobeandi Regional Hospital in Jember. Future studies might use a larger population (national or regional). An additional constraint pertains to the requirement for a survey that integrates qualitative elements to elucidate the ways in which social media marketing impacts patient loyalty and trust.
Co-Authors Arik Muji Winarni Dani Kurniawan Dino Angga**, Budi Santoso* Feti Fatimah Inge Cellianada Cahyono Maghfur El Muhammady Mu’ah Mu’ah Nursaid Nursaid Nurul Qomariah Setiyo Budi Tripriyono