The Influence of Service Quality and Business Location on Word of Mouth Through Consumer Satisfaction as a Mediating Variable
Study of Wedangan "Ginastel" Customers in Pemalang City
DOI:
https://doi.org/10.61132/digitalinnovation.v1i4.56Keywords:
Service quality, business location, consumer satisfaction, word of mouth, path analysisAbstract
The objectives of this research are: 1) Test and measure the influence of service quality and business location on consumer satisfaction. (2) Testing and measuring the influence of service quality and business location on consumer Word of Mouth (3) Testing and measuring the influence of service quality and business location through customer satisfaction as a mediating variable.
This research was conducted on Wedangan "Ginastel" consumers on Jalan Sulawesi, Mulyoharjo sub-district, Pemalang sub-district, Pemalang City, who actively shop at least 30 consumers every day. Or the monthly average based on 24 working days is 720 consumers. 72 consumers were taken as samples.
The research results found that there is an influence of service quality and business location on consumer satisfaction. Service quality and business location influence word of mouth. There is an indirect influence on the relationship between service quality and business location on word of mouth through mediation, namely consumer satisfaction as a mediator.
Downloads
References
Alisjahbana. (2018). Urban hidden economy: Peran tersembunyi sektor informal perkotaan. Lembaga Penelitian ITS Surabaya.
Amelinda, T., & Farida, N. (2017). Pengaruh country of origin dan brand image terhadap intention behavior melalui word of mouth sebagai variabel intervening (Studi pada mahasiswa S1 pengguna smartphone Samsung di Fakultas Ilmu Sosial dan Ilmu Politik Universitas Diponegoro). 1–8. Retrieved from http://ejournal-s1.undip.ac.id/index.php/
Desrianto, & Afridola, S. (2020). Pengaruh lokasi dan pelayanan terhadap kepuasan konsumen pada Coffee Town Bakery di Kota Batam. Emba, 8(1), 2020–2033.
Dharmesta, B. S., & Irawan. (2014). Manajemen pemasaran modern. Liberty, Yogyakarta.
Dharmmesta, B. S. (2014). Manajemen pemasaran (10th ed.). BPFE-UGM, Yogyakarta.
Effendy, M. L., Sari, M. I., & Hermawan, H. (2021). Pengaruh strategi promosi melalui media sosial, kualitas pelayanan, dan word of mouth terhadap loyalitas pelanggan pada Warung Kopi Cak Kebo. E-Journal Ekonomi Bisnis dan Akuntansi, 8(2), 107. https://doi.org/10.19184/ejeba.v8i2.24805
Feigenbaum, A. V. (2016). Kendali mutu terpadu (3rd ed.). Penerbit Erlangga.
Handayani, N., & Badjuri, A. (2022). Determinan terhadap perkembangan UMKM di Kabupaten Pemalang. Fair Value: Jurnal Ilmiah Akuntansi dan Keuangan, 4(12), 5785–5793. https://doi.org/10.32670/fairvalue.v4i12.2014
Hasan, A. (2018). Marketing dan kasus-kasus (1st ed.). Media Pressindo, Yogyakarta.
Ismanto, W., Munzir, T., Tanjung, R., & Anggraini, D. (2021). Influence of business location and service quality on consumer satisfaction. Dimensi, 10(2), 409–424. Retrieved from https://www.journal.unrika.ac.id/index.php/jurnaldms
Istiyawari, L., Hanif, M. R., & Nuswantoro, A. (2021). Pengaruh kualitas pelayanan, persepsi harga, dan kepuasan pelanggan terhadap loyalitas pelanggan. Solusi, 19(3), 191.
Kotler, P. (2014). Prinsip-prinsip pemasaran. Erlangga, Jakarta.
Kotler, P., & Amstrong, G. (2019). Manajemen pemasaran (B. Molan, Trans.). Erlangga, Jakarta.
Kotler, P., Kertajaya, H., & Setiawan, I. (2021). Marketing 4.0: Bergerak dari tradisional ke digital. Gramedia Pustaka Utama, Jakarta.
Kurniawan, A., Indrastuti, A., & Heridiansyah, J. (2022). Pengaruh harga, promosi, kualitas pelayanan, produk dan citra merek terhadap keputusan menggunakan jasa Go-Jek. 14(1).
Lovelock, C. (2016). Pemasaran jasa perspektif Indonesia (Jilid 1). Erlangga, Jakarta.
Oliver, R. L. (2016). Satisfaction: A behavioral perspective on the consumer (2nd ed.). Routledge, New York.
Punkyanti, N. P. D., & Seminari, N. K. (2020). Peran kepuasan konsumen memediasi pengaruh kualitas pelayanan dan citra merek terhadap positive word of mouth. E-Jurnal Manajemen, 9(5), 2024–2044. https://doi.org/10.24843
Salhuteru, A. C. (2017). Pengaruh kualitas layanan dan kepuasan pasien terhadap words of mouth pada Rumah Sakit Umum Daerah Dr. M. Haulussy Ambon. Manmajemen Ide dan Inspirasi, 4(October), 1–18.
Sani, A. (2021). Analisis kualitas pelayanan publik di poliklinik gigi Rumah Sakit Umum Daerah (RSUD) Bangka Tengah. Jurnal Bestari, 1(2), 38–52.
Schiffman, L. G., & Kanuk, L. L. (2016). Consumer behavior (8th ed.). Prentice Hall, New Jersey.
Solomon, M. R. (2017). Consumer behavior: Buying, having, and being. Pearson, New Jersey.
Sutisna. (2016). Perilaku konsumen dan komunikasi pemasaran. Remaja Rosdakarya, Bandung.
Tjiptono, F. (2019). Strategi pemasaran: Prinsip & penerapan. Andi Offset, Yogyakarta.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2024 Digital Innovation : International Journal of Management
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
