THE INFLUENCE OF COMPETITIVE PRICE, QUALITY OF SERVICE AND PRODUCT QUALITY ON CUSTOMER SATISFACTION (STUDY OF MARKETING MANAGEMENT LITERTURE)
DOI:
https://doi.org/10.31933/dijdbm.v2i5.1326Keywords:
Competitive Price, Service Quality, Product Quality, Customer SatisfactionAbstract
The Literature Review article on the Effect of Competitive Price, Service Quality and Product Quality on Customer Satisfaction is a scientific article that aims to build a research hypothesis on the influence between variables that will be used in further research, within the scope of Marketing Management. The method of writing this Literture Review article is using the library research method, which is sourced from online media such as Google Scholar, Mendeley and other academic online media. The results of this study are: 1) Competitive Price has an effect on Customer Satisfaction; 2) Service Quality has an effect on Customer Satisfaction; and 3) Product Quality has an effect on Customer Satisfaction. Apart from these 3 exogenous variables that affect the endogenous variable Customer Satisfaction, there are many other factors including employee knowledge, polite employees, efficiency and on time delivery.
References
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Ilhamalimy, R. R., & Ali, H. (2021). Model Perceived Risk and Trust: E-Wom and Purchase Intention (the Role of Trust Mediating in Online Shopping in Shopee Indonesia). Dinasti International Journal of Digital Business Management, 2(2), 204–221. https://doi.org/10.31933/dijdbm.v2i2.651
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Karsono, B., Suraji, R., & Sastrodiharjo, I. (2022). The Influence of Leadership Spirituality to Improving the Quality of Higher Education in Indonesia. International Journal of Social Sciences and Humanities Invention, 9(01), 6832–6841.
Kurniawan, D., Putra, C. I. W., & Sianipar, P. B. H. (2021). Analysis Of Company Performance with The Approach Balanced Scorecard in Bank Xyz. Review of International Geographical Education Online, 11(7).
Kurniawan, S., & Zen, A. (2021). Impact of Servicescape to Visitor’s Loyalty to Revisit Botani Square Mall Bogor. International Conference on Global Optimization and Its Applications, 1(1).
Kurniawan, D. (2020). Effect of Internal Control of Sales system on company performance (Case Study of PT Stainless Steel Primavalve).
Lantu, R. Z., & Irfana, T. B. (2019). Kepemimpinan dan Kepuasan Kerja Dampaknya Terhadap Kinerja Guru. Jurnal Ilmiah Manajemen Ubhara, 6(1), 54–63. https://doi.org/10.31599/jmu.v6i1.494
Lathiifa, S., & Ali, H. (2013). Faktor-Faktor yang Mempengaruhi Diferensisasi Produk & Perilaku Konsumen: Produk, Harga, Promosi, Distribusi. Magister Management UMB, 1(1), 1–18.
M, A., & Ali, H. (2017). MODEL KEPUASAN PELANGGAN: ANALISIS KUALITAS PRODUK DAN KUALITAS LAYANAN TERHADAP CITRA MEREK PADA GIANT CITRA RAYA JAKARTA. Jurnal Manajemen. https://doi.org/10.24912/jm.v21i3.254
Mahira, Hadi, P., & Nastiti, H. (2021). Pengaruh Kualitas Produk Dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan Indihome. Prosiding Konferensi Riset Nasional Ekonomi, Manajemen, Dan Akuntansi, 2(1), 1267–1283.
Manrejo, S., & Fitaningsih, R. (2021). TUKIN PAYMENT ANALYSIS TO EMPLOYEES IN THE INFORMATION AND COMPLAINTS SERVICES OFFICE DIRECTORATE GENERAL OF TAXATION OF THE REPUBLIC OF INDONESIA. Management Research Studies Journal, II(20), 55–66. http://journal.perbanas.id/index.php/mrsj/article/view/364
Muzzamil, F., Fatimah, S., & Hasanah, R. (2021). Pengaruh Lingkungan Terhadap Perkembangan Sosial Emosional Anak. MURANGKALIH: Jurnal Pendidikan Anak Usia Dini, 1(2), 1–20.
Putra, R. (2021). Determinasi Kepuasan Pelanggan Dan Loyalitas Pelanggan Terhadap Kualitas Produk, Citra Merek Dan Persepsi Harga (Literature Review Manajemen Pemasaran). Jurnal Ekonomi Manajemen Sistem Informasi, 2(4), 516–524. https://doi.org/10.31933/jemsi.v2i4.461
Saputra, F. (2022a). Analysis of Total Debt , Revenue and Net Profit on Stock Prices of Foods And Beverages Companies on the Indonesia Stock Exchange ( IDX ) Period 2018-2021. Journal of Accounting and Finance Management, 3(1), 10–20. https://doi.org/https://doi.org/10.38035/jafm.v3i1
Saputra, F. (2022b). The Role of Human Resources , Hardware , and Databases in Mass Media Companies. International Journal of Advanced Multidisciplinary, 1(1), 45–52.
Saputra, F., & Mahaputra, M. R. (2022a). EFFECT OF JOB SATISFACTION , EMPLOYEE LOYALTY AND EMPLOYEE COMMITMENT ON LEADERSHIP STYLE ( HUMAN RESOURCE LITERATURE STUDY ). Dinasti International Journal of Management Science, 3(4), 762–772.
Saputra, F., & Mahaputra, M. R. (2022b). Relationship of Purchase Interest , Price and Purchase Decisions to IMEI Policy ( Literature Review Study ). Journal of Low Politic and Humanities, 2(2), 71–80.
Saputra, R., & Dhianty, R. (2022). PEMAHAMAN UU CIPTA KERJA DAN IMPLIKASINYA TERHADAP SUSTAINABLE DEVELOPMENT PADA DINAS LINGKUNGAN HIDUP KABUPATEN BEKASI. Jurnal Pengabdian Kepada Masyarakat, 1(1), 32–40.
Sjafrizal, T., Dwinarko, & Madonna, M. (2020). PELATIHAN TEKNIK PEMASARAN USAHA EKONOMI KREATIF ( UEP ) PADA KARANG TARUNA KELURAHAN MARGA MULYA KOTA BEKASI. INTELEKTIVA: Jurnal Ekonomi, Sosial & Humaniora, 02(02), 19–24.
Soetoto, E. O. H. (2018). The impact of Indonesia’s food law reform on the concept of food sovereignty in Indonesia. IOP Conference Series: Earth and Environmental Science, 131(1). https://doi.org/10.1088/1755-1315/131/1/012026
Sudirman, A., Halim, F., & Pinem, R. J. (2020). Kepercayaan Sebagai Pemediasi Dampak Citra Merek dan Harga Terhadap Kepuasan Konsumen Gojek. Jurnal Pemasaran Kompetitif, 3(3), 66. https://doi.org/10.32493/jpkpk.v3i3.4822
Suryani, S., & Rosalina, S. S. (2019). PENGARUH BRAND IMAGE, BRAND TRUST, DAN KUALITAS LAYANAN TERHADAP KEPUTUSAN PEMBELIAN ULANG DENGAN KEPUASAN KONSUMEN SEBAGAI VARIABEL MODERATING. Journal of Business Studies, 04(1), 49.
Syauket, A., Karsono, B., & Atmoko, D. (2022). Kebijakan Telemudik Bentuk Perlindungan Negara Pada Masyarakat Menuju New Normal Ditengah Pendemi Corona. Jurnal Kajian Ilmiah, 22(1), 1–10. https://doi.org/10.31599/jki.v22i1.696
Anas, H. (2019). ANALISIS PERSEPSI DAN SIKAP KONSUMEN DALAM MEMPREDIKSI KEINGINAN MEMBELI PRIVATE BRAND PADA HYPERMARKET CARREFOUR DI JAKARTA DAN DEPOK. Jurnal Ilmiah Akuntansi Dan Manajemen (JIAM), 15(2), 16–27.
Atmoko, D., & Noviriska. (2022). PERAN PEMUDA DALAM MENCEGAH BAHAYA NARKOBA DAN PORNOGRAFI DI KELURAHAN RAWAJATI, KECAMATAN PANCORAN, JAKARTA SELATAN. Jurnal Pengabdian Kepada Masyarakat, 2(1), 62–67.
Dhianty, R. (2021). Tanggung Jawab Kurir dalam Transaksi Perdagangan Elektronik (e-commerce) dengan Metode Pembayaran Cash on Delivery (COD) dalam Perspektif Hubungan Keagenan. Jurnal Sosial Dan Budaya Syar-I, 1(1), 213–226. https://doi.org/10.15408/sjsbs.v9i1.24671
Handayani, L. S., & Syarifudin, A. (22 C.E.). PENGARUH KUALITAS LAYANAN, HARGA DAN RELATIONSHIP MARKETING TERHADAP KEPUASAN KONSUMEN PADA LAYANAN TRANSPORTASI GOJEK THE. Jurnal DIMENSI, 11(2), 292–313.
Hartadi, W. (2018). Analisis Pengaruh Persepsi Harga, Kualitas Produk Dan Citra Merek Terhadap Kepuasan Pelanggan Sepeda Motor Sport Yamaha Yzf-R25 Di Kota Cilegon. Journal Industrial Servicess, 4(1), 113–117. https://doi.org/10.36055/jiss.v4i1.4097
Hernikasari, I., Ali, H., & Hadita, H. (2022). Model Citra Merek Melalui Kepuasan Pelanggan Bear Brand: Harga Dan Kualitas Produk. Jurnal Ilmu Manajemen Terapan, 3(3), 329–346. https://doi.org/10.31933/jimt.v3i3.837
Ikhsani, K., & Ali, D. H. (2017a). Keputusan Pembelian: Analisis Kualitas Produk, Harga dan Brand Awareness (Studi Kasus Produk Teh Botol Sosro di Giant Mall Permata Tangerang). In Jurnal SWOT.
Ikhsani, K., & Ali, H. (2017b). KEPUTUSAN PEMBELIAN: ANALISIS KUALITAS PRODUK, HARGA DAN BRAND AWARENESS (Studi Kasus Produk Teh Botol Sosro Di Giant Mall Permata Tangerang). Jurnal SWOT, VII(3), 523–541.
Iksan, N., Imaddudin, & Athalarik, F. M. (2022). Komunikasi Nusantara Komunikasi Pemasaran sebagai Upaya Rebuilding Image Pizza Hut Restoran di Masa Pandemi Covid-19. Jurnal Komunikasi Nusantara, 4(1), 1–9.
Ilhamalimy, R. R., & Ali, H. (2021). Model Perceived Risk and Trust: E-Wom and Purchase Intention (the Role of Trust Mediating in Online Shopping in Shopee Indonesia). Dinasti International Journal of Digital Business Management, 2(2), 204–221. https://doi.org/10.31933/dijdbm.v2i2.651
Ilhamalimy, R. R., & Mahaputra, M. R. (2021). Pengaruh Kualitas Pelayanan Dan Kualitas Produk Terhadap Keputusan Pembelian Dan Kepuasan Pelanggan (Literature Review Manajemen Pemasaran). 1(1), 85–97.
Imaddudin, Sitanggang, A. O., Bachtiar, A. K. M. I. P., & Priyadi, R. (2022). Hubungan antara istilah informasi penanganan covid-19 di media berita online dengan sikap masyarakat desa cimanggis kecamatan bojonggede kabupaten bogor. COMMINIQUE: Jurnal Ilmiah Ilmu Komunikasi, 4(2), 56–68.
Kainde, B. I. S., Saimima, I. D. S., & Yurnal. (2021). Rekonstruksi Pasal 66 Ayat (3) Undang-Undang No. 29 Tahun 2004 Tentang Undang-Undang Praktik Kedokteran Terkait Tata Cara Pengaduan Tindakan Malapraktik Dokter di Indonesia. Jurnal Hukum Sasana, 7(2), 309–320. https://doi.org/10.31599/sasana.v7i2.807
Karsono, B. (2018). Gerakan Islam Radikal di Sulawesi Selatan: Pola Rekrutmen dan Pola Gerakan Komite Persiapan Penegakan Syariat Islam (KPPSI) dan Laskar Jundullah. Jurnal Keamanan Nasional, IV(2), 231–246. https://doi.org/10.21580/WS.23.1.220.2
Karsono, B., Suraji, R., & Sastrodiharjo, I. (2022). The Influence of Leadership Spirituality to Improving the Quality of Higher Education in Indonesia. International Journal of Social Sciences and Humanities Invention, 9(01), 6832–6841.
Kurniawan, D., Putra, C. I. W., & Sianipar, P. B. H. (2021). Analysis Of Company Performance with The Approach Balanced Scorecard in Bank Xyz. Review of International Geographical Education Online, 11(7).
Kurniawan, S., & Zen, A. (2021). Impact of Servicescape to Visitor’s Loyalty to Revisit Botani Square Mall Bogor. International Conference on Global Optimization and Its Applications, 1(1).
Kurniawan, D. (2020). Effect of Internal Control of Sales system on company performance (Case Study of PT Stainless Steel Primavalve).
Lantu, R. Z., & Irfana, T. B. (2019). Kepemimpinan dan Kepuasan Kerja Dampaknya Terhadap Kinerja Guru. Jurnal Ilmiah Manajemen Ubhara, 6(1), 54–63. https://doi.org/10.31599/jmu.v6i1.494
Lathiifa, S., & Ali, H. (2013). Faktor-Faktor yang Mempengaruhi Diferensisasi Produk & Perilaku Konsumen: Produk, Harga, Promosi, Distribusi. Magister Management UMB, 1(1), 1–18.
M, A., & Ali, H. (2017). MODEL KEPUASAN PELANGGAN: ANALISIS KUALITAS PRODUK DAN KUALITAS LAYANAN TERHADAP CITRA MEREK PADA GIANT CITRA RAYA JAKARTA. Jurnal Manajemen. https://doi.org/10.24912/jm.v21i3.254
Mahira, Hadi, P., & Nastiti, H. (2021). Pengaruh Kualitas Produk Dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan Indihome. Prosiding Konferensi Riset Nasional Ekonomi, Manajemen, Dan Akuntansi, 2(1), 1267–1283.
Manrejo, S., & Fitaningsih, R. (2021). TUKIN PAYMENT ANALYSIS TO EMPLOYEES IN THE INFORMATION AND COMPLAINTS SERVICES OFFICE DIRECTORATE GENERAL OF TAXATION OF THE REPUBLIC OF INDONESIA. Management Research Studies Journal, II(20), 55–66. http://journal.perbanas.id/index.php/mrsj/article/view/364
Muzzamil, F., Fatimah, S., & Hasanah, R. (2021). Pengaruh Lingkungan Terhadap Perkembangan Sosial Emosional Anak. MURANGKALIH: Jurnal Pendidikan Anak Usia Dini, 1(2), 1–20.
Putra, R. (2021). Determinasi Kepuasan Pelanggan Dan Loyalitas Pelanggan Terhadap Kualitas Produk, Citra Merek Dan Persepsi Harga (Literature Review Manajemen Pemasaran). Jurnal Ekonomi Manajemen Sistem Informasi, 2(4), 516–524. https://doi.org/10.31933/jemsi.v2i4.461
Saputra, F. (2022a). Analysis of Total Debt , Revenue and Net Profit on Stock Prices of Foods And Beverages Companies on the Indonesia Stock Exchange ( IDX ) Period 2018-2021. Journal of Accounting and Finance Management, 3(1), 10–20. https://doi.org/https://doi.org/10.38035/jafm.v3i1
Saputra, F. (2022b). The Role of Human Resources , Hardware , and Databases in Mass Media Companies. International Journal of Advanced Multidisciplinary, 1(1), 45–52.
Saputra, F., & Mahaputra, M. R. (2022a). EFFECT OF JOB SATISFACTION , EMPLOYEE LOYALTY AND EMPLOYEE COMMITMENT ON LEADERSHIP STYLE ( HUMAN RESOURCE LITERATURE STUDY ). Dinasti International Journal of Management Science, 3(4), 762–772.
Saputra, F., & Mahaputra, M. R. (2022b). Relationship of Purchase Interest , Price and Purchase Decisions to IMEI Policy ( Literature Review Study ). Journal of Low Politic and Humanities, 2(2), 71–80.
Saputra, R., & Dhianty, R. (2022). PEMAHAMAN UU CIPTA KERJA DAN IMPLIKASINYA TERHADAP SUSTAINABLE DEVELOPMENT PADA DINAS LINGKUNGAN HIDUP KABUPATEN BEKASI. Jurnal Pengabdian Kepada Masyarakat, 1(1), 32–40.
Sjafrizal, T., Dwinarko, & Madonna, M. (2020). PELATIHAN TEKNIK PEMASARAN USAHA EKONOMI KREATIF ( UEP ) PADA KARANG TARUNA KELURAHAN MARGA MULYA KOTA BEKASI. INTELEKTIVA: Jurnal Ekonomi, Sosial & Humaniora, 02(02), 19–24.
Soetoto, E. O. H. (2018). The impact of Indonesia’s food law reform on the concept of food sovereignty in Indonesia. IOP Conference Series: Earth and Environmental Science, 131(1). https://doi.org/10.1088/1755-1315/131/1/012026
Sudirman, A., Halim, F., & Pinem, R. J. (2020). Kepercayaan Sebagai Pemediasi Dampak Citra Merek dan Harga Terhadap Kepuasan Konsumen Gojek. Jurnal Pemasaran Kompetitif, 3(3), 66. https://doi.org/10.32493/jpkpk.v3i3.4822
Suryani, S., & Rosalina, S. S. (2019). PENGARUH BRAND IMAGE, BRAND TRUST, DAN KUALITAS LAYANAN TERHADAP KEPUTUSAN PEMBELIAN ULANG DENGAN KEPUASAN KONSUMEN SEBAGAI VARIABEL MODERATING. Journal of Business Studies, 04(1), 49.
Syauket, A., Karsono, B., & Atmoko, D. (2022). Kebijakan Telemudik Bentuk Perlindungan Negara Pada Masyarakat Menuju New Normal Ditengah Pendemi Corona. Jurnal Kajian Ilmiah, 22(1), 1–10. https://doi.org/10.31599/jki.v22i1.696
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2021-09-30
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