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All Journal Jurnal Riset sosial humaniora, dan Pendidikan (Soshumdik)
Pati Ritan, Patrianus
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Social Sciences

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Analisis Pengaruh Kualitas Layanan Terhadap Kepuasan Nasabah (Studi pada BANK BRI KC. Semarang Pandanaran) Pati Ritan, Patrianus
Jurnal Riset Sosial Humaniora dan Pendidikan Vol. 4 No. 3 (2025): September: Jurnal Riset Sosisal Humaniora, dan Pendidikan
Publisher : LPPM Universitas 17 Agustus 1945 Semarang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56444/soshumdik.v4i3.2998

Abstract

This study aims to examine the influence of service quality dimensions tangibles, reliability, responsiveness, assurance, and empathy on customer satisfaction at Bank BRI Pandanaran Branch in Semarang. The research integrates service quality theory and the Service-Dominant Logic (SDL) approach as its theoretical foundation. Service quality theory assesses how well the services provided meet customer expectations, while SDL emphasizes that service value is co-created through interaction and collaboration between companies and customers. A quantitative method was employed, using a sample of 41 respondents who are offline customers at BRI Pandanaran. Data were analyzed using multiple linear regression. The results show that overall service quality has a positive and significant effect on customer satisfaction. However, the tangibles and reliability dimensions were not statistically significant. In contrast, empathy, assurance, and especially responsiveness showed significant impacts. These findings support the SDL perspective, highlighting that active customer involvement, along with speed and accuracy in service delivery, are crucial elements in value co-creation, which directly influence customer satisfaction in the banking sector
Pengaruh Kualitas Pelayanan dan Kualitas Produk Terhadap Kinerja Pemasaran dengan Penetrasi Pasar dan Inovasi Produk Sebagai Variabel Intervening (Studi pada Usaha Ekspedisi ) Pati Ritan, Patrianus; Yoestini
Jurnal Riset Sosial Humaniora dan Pendidikan Vol. 4 No. 4 (2025): Desember: Jurnal Riset Sosial Humaniora dan Pendidikan
Publisher : LPPM Universitas 17 Agustus 1945 Semarang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56444/soshumdik.v4i4.3159

Abstract

This study investigates the influence of service quality and product quality on marketing performance, with market penetration and product innovation serving as intervening variables in expedition companies. Guided by the Service-Dominant Logic (SDL) framework, the research underscores the role of value co-creation between companies and customers in driving competitive advantage. Using a quantitative approach, data were collected from employees involved in operational and marketing functions and analyzed through Structural Equation Modeling (SEM). The findings indicate that service quality and product quality do not significantly affect market penetration. Conversely, market penetration positively influences product innovation, which in turn strongly enhances marketing performance. However, when not managed effectively, market penetration can negatively impact marketing performance. These results highlight the need for companies to adopt integrated and innovative strategies that align with customer value creation to achieve sustainable improvements in marketing performance within the expedition industry.
Co-Authors Yoestini