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Jurnal Manajemen Pemasaran dan Perilaku Konsumen
Published by Universitas Brawijaya
ISSN : 2963329X     EISSN : 2963329X     DOI : -
Core Subject : Science,
Decision Sciences, Operations Research & Management
Publish all forms of quantitative and qualitative research articles and other scientific studies related to the field of Marketing Management and Consumer Behavior.
Arjuna Subject : Ilmu Pengambilan Keputusan (semua kategori) - Ilmu Manajemen dan Riset Operasi
Articles 25 Documents
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Search results for , issue "Vol. 2 No. 2 (2023)" : 25 Documents clear
Pengaruh Facility layout terhadap Customer satisfaction Melalui Variabel Mediator Service Quality Chrissia, Andien Dammarist Eka; Riandi , Muhammad Hafiz
Jurnal Manajemen Pemasaran dan Perilaku Konsumen Vol. 2 No. 2 (2023)
Publisher : Fakultas Ekonomi dan Bisnis Universitas Brawijaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21776/jmppk.2023.02.2.25

Abstract

The objective of this research is to perceive the direct and indirect impacts of facility layout on customer satisfaction with the mediation of service quality. The population of this quantitative causal research is the customers of Balai Kopi, a coffee shop in Malang City. The research samples were selected using purposive sampling technique with the criteria of people who have visited the coffee shop during the period of August – November 2023 and have made offline purchase at the shop. The results of the analysis indicate (1) that facility layout positively influences customer satisfaction, (2) that facility layout positively affects service quality, (3) that service quality positively impacts customer satisfaction, and (4) that facility layout positively influences customer satisfaction with the mediation of service quality. The theoretical implication of this study is deeper understanding on the effects of facility layout on customer satisfaction with the mediation of service quality. Facility layout must support service quality to optimally increase customer satisfaction. Further, the findings imply that upgrades in facility layout can directly enhance customer satisfaction, but the mediation effect of service quality is stronger. Therefore, companies, including Balai Kopi, are recommended to focus more on the establishment of service quality through excellent facility layout.   A­bs­tr­ak Penelitian ini bertujuan untuk memahami dampak langsung dan tidak langsung dari fa­ci­li­ty­ layout terhadap customer satisfaction, dengan variabel mediator berupa service qu­al­it­y.­ Pendekatan penelitian yang digunakan adalah kuantitatif. Populasi dalam penelitian ini ad­al­ah­ k­onsumen Balai Kopi Kota Malang. Teknik sampling yang digunakan adalah pu­rp­os­iv­e sampling dengan kriteria konsumen Balai Kopi yang berkunjung secara offline pada bulan Ag­us­tu­s ­sampai November 2023 dan pernah melakukan pembelian offline. Hasil penelitian me­nu­nj­uk­kan bahwa facility layout berpengaruh positif terhadap customer satisfaction, fa­ci­li­ty­ layout berpengaruh positif terhadap service quality, service quality berpengaruh positif te­rh­ad­ap­ customer satisfaction, dan facility layout berpengaruh positif terhadap customer sa­ti­sf­ac­tion dengan service quality berperan sebagai mediator. Implikasi teoritis dari penelitian in­i ­ad­al­ah pemahaman yang lebih mendalam mengenai pengaruh layout terhadap customer sa­ti­sf­ac­tion dengan service quality sebagai mediator. Facility layout harus mendukung service qu­al­it­y ­untuk meningkatkan customer satisfaction secara optimal. Secara praktis, hasil pe­ne­li­ti­an menunjukkan bahwa pembenahan facility layout dapat secara langsung meningkatkan cu­st­om­er­ satisfaction, tetapi efek mediasi service quality lebih kuat. Oleh karena itu, pe­ru­sa­ha­an, termasuk Balai Kopi Kota Malang, disarankan untuk fokus pada pembentukan service qu­al­it­y ­melalui facility layout yang baik.
Pengaruh Price, Service Quality, Dan Promotion Terhadap Customer Satisfaction Wardani, Dini Septy Ayu; Sumiati, Sumiati
Jurnal Manajemen Pemasaran dan Perilaku Konsumen Vol. 2 No. 2 (2023)
Publisher : Fakultas Ekonomi dan Bisnis Universitas Brawijaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21776/jmppk.2023.02.2.23

Abstract

The objective of this research is to identify the effects of price, service quality, and promotion on the satisfaction of Tiga Putri Minimarket’s customers in Kediri. This explanatory research corroborates the causal relationship between its independent and dependent variables through hypothesis testing. From the population of people who have made transaction in the said minimarket, 102 people were selected as the respondents through non-probability method and purposive technique. They are people with the minimum age of fifteen years who live in Mojo sub-district and have made at least one transaction. The research instrument has been assessed for its feasibility, and the data has been probed using classical assumption test. Following the multiple linear regression, the hypothesis was tested using the F-test and t-test. This study finds that price and service quality have significant effects on customer satisfaction and that promotion has no significant effect on customer satisfaction.   A­bs­tr­ak Penelitian ini bertujuan untuk mengetahui pengaruh Price, Service quality, dan Pr­om­ot­io­n Terhadap Customer satisfaction pada pelanggan Minimarket Tiga Putri di Kediri. Je­ni­s ­pe­nelitian yang digunakan adalah explanatory research dengan menjelaskan hubungan ka­us­al­ a­ntara variabel bebas dan variabel terikat melalui pengujian hipotesis. Penelitian ini me­ng­gu­na­kan sampel sebanyak 102 responden yang diambil dari populasi seluruh pelanggan ya­ng­ p­er­nah melakukan pembelanjaan di minimarket Tiga Putri. Pengambilan sampel me­ng­gu­na­kan teknik non-probability sampling dengan metode purposive sampling serta memiliki ka­ra­kt­er­istik usia minimal 15 tahun, berdomisili di Kecamatan Mojo dan pernah melakukan pe­mb­el­ia­n di Minimarket Tiga Putri minimal satu kali. Alat uji yang digunakan adalah uji ke­la­ya­ka­n instrumen dan uji asumsi klasik. Uji hipotesis dilakukan dengan menggunakan uji F ­(k­el­ay­akan model), uji t dan dianalisis menggunakan regresi linier berganda. Dari hasil pe­ng­uj­ia­n ini dapat disimpulkan bahwa Price berpengaruh signifikan terhadap Customer sa­ti­sf­ac­tion, Service quality berpengaruh signifikan terhadap Customer satisfaction, dan Promotion ti­da­k ­be­rpengaruh siginifikan terhadap Customer satisfaction.
Pengaruh Celebrity Endorsement, EWOM, dan Limited Edition Product Terhadap Purchase Intention Arsyi, Muhammad Tajul
Jurnal Manajemen Pemasaran dan Perilaku Konsumen Vol. 2 No. 2 (2023)
Publisher : Fakultas Ekonomi dan Bisnis Universitas Brawijaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21776/jmppk.2023.02.2.24

Abstract

The objective of this research is to identify the effects of reference group and sales promotion on impulse buying among cosmetics consumers on Shopee live streaming. This quantitative explanatory research elucidates the causal relationship between its variables through hypothesis testing. The population is cosmetics consumers of Shopee live streaming. Using purposive sampling technique, 200 people with the minimum age of eighteen years who live in Malang City, have used Shopee application for at least six months, have made any purchase via Shopee live stream, and have made purchase spontaneously were selected as the respondents. The research instruments were assessed using validity test, reliability test, and classical assumption test, and the data was analyzed using multiple linear regression, while the hypotheses were assessed using t-test. All these processes were performed in SPSS 26. This study finds that sales promotion does not significantly influence impulse buying among the cosmetics consumers and that reference group significantly affects impulse buying among the cosmetics consumers.   Abstrak Penelitian ini bertujuan untuk mengetahui pengaruh reference group dan sales promotion terhadap impulse buying pada konsumen kosmetik di Live streaming Shopee. Jenis penelitian ini adalah explanatory research yang menjelaskan hubungan kausal antara variabel-variabel melalui pengujian hipotesis dengan metode analisis kuantitatif. Penelitian ini menggunakan sampel sebanyak 200 responden yang diambil dari populasi konsumen Live streaming Shopee di Kota Malang. Pengambilan sampel menggunakan teknik purposive sampling. Karakteristik sampel yang dipilih yaitu, minimal berusia 18 tahun, berdomisili di Kota Malang, menggunakan Aplikasi Shopee minimal 6 bulan, responden merupakan orang yang pernah berbelanja di Live Streaming Shopee, dan pernah berbelanja produk kosmetik secara tiba-tiba/spontan. Alat uji yang digunakan untuk menguji instrumen penelitian ini berupa analisis regresi linier berganda yang ditunjang dengan uji validitas, uji reliabilitas, uji asumsi klasik. Uji hipotesis dilakukan menggunakan uji t dengan menggunakan program SPSS 26.0. Dari hasil penelitian dapat disimpulkan bahwa variabel sales promotion tidak mempunyai pengaruh secara signifikan terhadap impulse buying, sedangkan variabel reference group mempunyai pengaruh secara signifikan terhadap impulse buying konsumen kosmetik di Live streaming Shopee.
Perbedaan Persepsi Atas Expertise Psikolog Dan Pengaruhnya Terhadap Customer Satisfaction Kamila, Cintia Okta; Hendrawan, Dimas
Jurnal Manajemen Pemasaran dan Perilaku Konsumen Vol. 2 No. 2 (2023)
Publisher : Fakultas Ekonomi dan Bisnis Universitas Brawijaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21776/jmppk.2023.02.2.21

Abstract

The aim of this research is to analyze the difference in expertise between psychologists Dian and Putri on customer satisfaction at the Psychology Service Bureau (BLP) Lentera and Bunga. This explanatory research aims to explain and analyze the relationship between the research variable expertise and customer satisfaction. The research method is used to understand the cause-and-effect relationship between variables in the study. The research uses a sample of 50 respondents taken from the BLP Lentera and BLP Bunga client populations using purposive sampling. The sample characteristics selected are clients who are at least 19-40 years old and have undergone counseling with psychologists Dian and Putri at BLP Lentera or BLP Bunga, both offline and online. The data analysis technique in this study uses a difference test, supported by Validity Test, Reliability Test, and Simple Linear Regression Test. The hypothesis test is conducted using the t-test with the SPSS 26 program. The results show that there is a significant difference in the expertise of psychologists Dian and Putri on customer satisfaction. Furthermore, there is a significant influence between consumer perceptions of the expertise of psychologists Dian and Putri on customer satisfaction.   Abstrak Penelitian ini bertujuan untuk menganalisis perbedaan expertise psikolog Dian dan psikolog Putri terhadap customer satisfaction pada Biro Layanan Psikologi (BLP) Lentera dan Bunga. Jenis penelitian ini adalah explanatory research yang bertujuan untuk menjelaskan dan menganalisis hubungan antara variabel expertise penelitian dengan customer satisfaction. Metode ini digunakan untuk memahami hubungan sebab-akibat antar variabel dalam penelitian. Penelitian ini menggunakan sampel sebanyak 50 responden yang diambil populasi klien BLP Lentera dan BLP Bunga. Pengambilan sampel menggunakan teknik non-probability sampling yaitu purposive sampling. Karakteristik sampel yang dipilih yaitu, minimal berusia 19 – 40 tahun dan klien yang pernah melakukan konseling bersama psikolog Dian dan psikolog Putri di BLP Lentera maupun BLP Bunga, baik konseling secara offline maupun online. Teknik analisis data dalam penelitian ini menggunakan uji beda, yang ditunjang dengan Uji Validitas, Uji Reliabillitas, dan Uji Linear Regresi Sederhana. Uji hipotesis dilakukan menggunakan Uji-t dengan menggunakan program SPSS 26. Hasil penelitian menunjukkan bahwa terdapat perbedaan yang signifikan atas expertise psikolog Dian dan Psikolog Putri terhadap customer satisfaction. Kemudian terdapat pengaruh signifikan antara persepsi konsumen atas expertise psikolog Dian dan psikolog Putri terhadap customer satisfaction.
Pengaruh Brand Trust, Service Quality, Dan Relationship Marketing Terhadap Customer Loyalty Faturahman, Ghaly Rafli
Jurnal Manajemen Pemasaran dan Perilaku Konsumen Vol. 2 No. 2 (2023)
Publisher : Fakultas Ekonomi dan Bisnis Universitas Brawijaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21776/jmppk.2023.02.2.20

Abstract

The objective of this quantitative explanatory research is to identify the effects of brand trust, service quality, and relationship marketing on the loyalty of the customers of Honda Sekawan Motor Bululawang in Malang. Using nonprobability method and purposive technique, 170 people from the population of the motorcycle dealer’s customers were selected as the respondents. The data analyses was performed in IBM SPSS 26.0. This research finds that brand trust positively contributes to customer loyalty, that service quality positively influences customer loyalty, and that relationship marketing also has a positive impact on customer loyalty.   Abstrak Penelitian ini dilakukan dengan tujuan untuk mengetahui pengaruh dari Brand Trust, Service Quality, dan Relationship Marketing terhadap Customer Loyalty pada Pelanggan Honda Sekawan Motor Bululawang Malang. Jenis penelitian ini adalah penelitian Explanatory dengan menggunakan pendekataan kuantitatif. Teknik sampling yang digunakan adalah non-probability sampling dengan metode purposive kepada 170 responden yang berasal dari populasi pelanggan Honda Sekawan Motor Bululawang Malang. Analisis data menggunakan IBM SPSS 26.0. Hasil penelitian yang dilakukan dengan beberapa urutan pengujian menunjukkan hasil bahwa Brand Trust mampu memiliki hubungan kontribusi yang positif terhadap Customer Loyalty, Service Quality mampu memiliki hubungan kontribusi yang positif terhadap Customer Loyalty, dan Relationship Marketing mampu memberikan hubungan kontribusi yang positif terhadap peningkatan Customer Loyalty.

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