The Effect of Price Perceptions, Service Quality, Promotion and Consumer Value on Satisfaction

Erlita Nur Fadillah; Efendy Zain

doi:10.58777/rbm.v3i1.242

Authors

Erlita Nur Fadillah Faculty of Economics and Business, Universitas YARSI , Jakarta
Efendy Zain Faculty of Economics and Business, Universitas YARSI , Jakarta

DOI:

https://doi.org/10.58777/rbm.v3i1.242

Keywords:

Price Perception, Service Quality, Promotion, Consumer Value, Consumer Satisfaction

Abstract

This study examines the impact of cost perception, service quality, innovation, and customer value on Xiboba customer satisfaction in DKI Jakarta, viewed from an Islamic perspective. The research employs purposive sampling, with 200 respondents surveyed using a questionnaire. Data analysis is conducted through multiple linear regression. The results indicate that (1) cost perception has a positive and significant effect on customer satisfaction, (2) service quality positively and significantly influences customer satisfaction, (3) innovation has a positive and significant impact on customer satisfaction, and (4) customer value also plays a crucial role in satisfaction. Furthermore, (5) collectively, cost perception, service quality, innovation, and customer value significantly affect Xiboba’s customer satisfaction. These independent variables contribute to the dependent variable. Managerial implications highlight the need for businesses to focus on competitive pricing, enhancing service quality, implementing unique innovative strategies, and delivering clear added value to customers. Aligning with Islamic business ethics, emphasizing fairness in pricing, service excellence, and ethical innovation is essential for achieving and maintaining optimal customer satisfaction.

References

Abbas et al. (2022). Pengaruh Marketing Mix Terhadap Kepuasan Konsumen (Pada Home Industry Moshimoshi Cake Samarinda). E-Journal Administrasi Bisnis, 3(1), 224-258. https://doi.org/10.54144/jadbis.v8i3.3797

Andrian, W., & Fadillah, A. (2021). Pengaruh Citra Merek, Pengalaman Merek, Dan Nilai Konsumen Terhadap Kepuasan Konsumen Airasia. Jurnal Ilmiah Pariwisata Kesatuan, 2(1), 53-60. https://doi.org/10.37641/jipkes.v2i1.586

Gomes, F. C. (2003). Manajemen Sumber Daya Manusia. Andi Offset.

Handayani, E. N., & Putri, O. D. (2022). Pengaruh nilai konsumen dan pengalaman konsumen terhadap kepuasan konsumen Telkomsel. Fair Value: Jurnal Ilmiah Akuntansi dan Keuangan, 4(7), 2781-2789. https://doi.org/10.32670/fairvalue.v4i7.1259

Hardani, et.al (2020). Metode penelitian kualitatif & kuantitatif: Yogyakarta

Indrasari (2019). Pemasaran dan Kepuasan Konsumen: pemasaran dan kepuasan konsumen: Surabaya

Jannah, Chayatul, and Lutfi Alhazami (2022). Pengaruh Kualitas Pelayanan, Persepsi Harga, Cita Rasa dan Variasi Produk Terhadap Kepuasan Konsumen CV. Jurnal Riset Rumpun Ilmu Ekonomi 1(2). 029-045. https://doi.org/10.55606/jurrie.v1i2.361

Katira, S., Samuel, R., Tiwari, S., Pai, D., & Agrawal, S. (2024). Patient Satisfaction with the Service Quality Dimensions In Multi-Speciality Private Hospitals in Indore City MP, India. Marketing and Business Strategy, 2(1), 11–22. https://doi.org/10.58777/mbs.v2i1.252

Kotler dan Keller (2019). Marketing Management: Pearson Education.

Maharani, I. Gusti Ayu Agung, Ni Putu Nita Anggraini, and Pande Ketut Ribek. (2022). Pengaruh Kualitas Produk, Kualitas Pelayanan dan Persepsi Harga Terhadap Kepuasan Konsumen Pada Warung Mina Cabang Dalung. 3(1). 275-285.

Maghfur, R. fata, Santosa, P. W., & Zhafiraah, N. R. (2023). The Influence of Brand Image and Experiential Marketing on Consumer Loyalty with Consumer Satisfaction as an Intervening. Marketing and Business Strategy, 1(1), 1–12. https://doi.org/10.58777/mbs.v1i1.153

Marlim, J., & Sinaga, T. M. (2022). Pengaruh Promosi Dan Kualitas Jaringan Provider Terhadap Kepuasan Konsumen Pada Pt. Smartfren Telecom Medan. Jesya (Jurnal Ekonomi dan Ekonomi Syariah), 5(1), 969-974. https://doi.org/10.36778/jesya.v5i1.671

Muhammad, B., Simon, Z. Z., & Suryono, D. W. (2024). Building Customer Loyalty: The Impact of Price Perception and Service Quality Mediated by Customer Satisfaction. Research of Business and Management, 2(2), 97–107. https://doi.org/10.58777/rbm.v2i2.285

Nasution, S. W., & Nofirda, F. A. (2023). Pengaruh Ketepatan Waktu Pengiriman dan Kualitas Layanan Terhadap Keputusan Konsumen J&T Express Pekanbaru. Jurnal Ilmiah Mahasiswa Merdeka EMBA, 2(1), 337-346. https://dx.doi.org/10.37673/jmb.v2i1.266

Nurjaya, N., Erlangga, H., Iskandar, A. S., Sunarsi, D., & Haryadi, R. N. (2022). Pengaruh Promosi dan Store Atmosphere Terhadap Kepuasan Konsumen pada Pigeonhole Coffee di Bintaro Tangerang Selatan. Jurnal Tadbir Peradaban, 2(2), 147-153. https://doi.org/10.55182/jtp.v2i2.171

Paputungan, T., Tamengkel, L. F., & Punuindoong, A. Y. (2022). Pengaruh Nilai Konsumen dan Kualitas Pelayanan Terhadap Kepuasan Konsumen PT. Telkom Kotamobagu. Productivity, 3(2), 181-186. https://doi.org/10.29313/bcsa.v2i1.1194

Putra, I. Putu Agus Darma, I. Wayan Suartina, and Ni Luh Adisti Abiyoga Wulandari (2023). Pengaruh Kualitas Pelayanan, Promosi dan Persepsi Harga Terhadap Kepuasan Konsumen Pada Biro Jasa Travel Red Rice di Denpasar. Jurnal Manajemen, Kewirausahaan dan Pariwisata 3(7). 1446-1456. http://dx.doi.org/10.31294/widyacipta.v7i2.15877

Ralahallo, B. A. B. (2022). Analisis Kualitas Pelayanan dan Nilai Konsumen Terhadap Kepuasan Konsumen Pada Rumah Makan Kedai Raihan di Kota Ambon. Jurnal Ilmu-Ilmu Sosial, 16(1), 94-105. https://doi.org/10.32493/Inovasi.v11i1.p150-163.40256

Santosa, P. W., & Hidayat, A. (2014). Riset Terapan: Teori dan Aplikasi (First Edit). Globalstat Solusi Utama.

Sumardika, A., Razak, I., & Yuaniko, Y. (2024). Effect of Healthcare Service Quality and Price on Patient Satisfaction. Marketing and Business Strategy, 1(2), 107–116. https://doi.org/10.58777/mbs.v1i2.234

Sukirno, et.al (2019). Komunikasi Bisnis. Yogyakarta: Pustaka Pelajar.

Tjiptono, et.al (2020). Pemasaran Jasa: Prinsip, Penerapan, dan Penelitian: Yogjakarta