ANALYSIS REGARDING THOSE IMPACT FROM SERVICES QUALITY AND PRODUCT QUALITY TOWARDS PURCHASE DECISIONS WHICH HAD INFLUENCE ON CUSTOMER SATISFACTION (CASE STUDY AT PT. ASTRA CREDIT COMPANIES)
DOI:
https://doi.org/10.31933/dijdbm.v1i6.586Keywords:
Services quality, product quality, purchase decisions, customer satisfactionAbstract
This research aims to discovered and analyzed those variables regarding their influence over purchasing decisions such as service quality and product quality variables and their impact towards customer satisfaction. Research population was all regular customers from PT. Astra Credit Companies Bintaro branch office while the sample amounted to 92 respondents (Slovin, 10% error tolerance). Data analysis methods used SmartPLS program which had alternative model of convariance based SEM. The results showed that: 1) Services quality had significant positive impact towards purchase decisions; 2) Product quality had significant positive influence towards purchase decisions; 3) Services quality had significant positive impact against customer satisfaction; 4) Product quality had significant positive impact on customer satisfaction; 5) Purchasing decisions had significant positive influence on customer satisfaction variables; 6) Services quality indirectly impact customer satisfaction positive and significantly through purchase decisions; and 7) Product quality indirectly impact customer satisfaction positively through purchase decisions.
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Yunita, D., & Ali, H. (2017). Model of Purchasing Decision ( Renting ) of Generator Set?: Analysis of Product Quality , Price an Service at PT . Hartekprima Listrindo. Economics, Business and Management. https://doi.org/10.21276/sjebm.2017.4.11.12.
Ali, H. (2019). Purchase Decision and Repurchase Models: Product Quality and Process Analysis (Case Study of House Ownership Credit Financing in Permata Sharia Bank Jakarta). Scholars Bulletin. https://doi.org/10.36348/sb.2019.v05i09.006
Ali, H., Evi, N., & Nurmahdi, A. (2018). The Influence of Service Quality , Brand Image and Promotion on Purchase Decision at MCU Eka Hospital. Business and Management Studies. https://doi.org/10.21276/sjbms.2018.3.1.12
Ali, H., Limakrisna, N., & Jamaluddin, S. (2016). Model of customer satisfaction: The empirical study at Bri in Jambi. International Journal of Applied Business and Economic Research.
Ali, H., & Mappesona, H. (2016). Build brand image: Analysis Service Quality and Product Quality (case study at Giant Citra Raya). International Journal of Economic Research.
Ali, H., Narulita, E., & Nurmahdi, A. (2018). Saudi Journal of Business and Management Studies ( SJBMS ) The Influence of Service Quality , Brand Image and Promotion on Purchase Decision at MCU Eka Hospital. Business and Management Studies. https://doi.org/10.21276/sjbms.2018.3.1.12
Anggita, R., & Ali, H. (2017). The Influence of Product Quality, Service Quality and Price to Purchase Decision of SGM Bunda Milk (Study on PT. Sarihusada Generasi Mahardika Region Jakarta, South Tangerang District). Scholars Bulletin. https://doi.org/10.21276/sb
Bahri, B. (2018). Purchase Decision dan Kepuasan Konsumen Dipengaruhi Variabel Lokasi, Pelayanan, Product Quality, Nilai Emosional, dan Disain Interior yang Berdampak pada Tingkat Pembelian. Jurnal Maksipreneur: Manajemen, Koperasi, Dan Entrepreneurship, 8(1), 60.
Brata, B. H., Husani, S., & Ali, H. (2017). The Importance of Quality Products, Price, Promotion, and Location to Product Purcese Decision on Nitchi At PT. Jaya Swarasa Agung in Central Jakarta. Saudi Journal of Business and Management Studies. https://doi.org/10.21276/sjbms
Desfiandi, A., Fionita, I., & Ali, H. (2017). Implementation of the information systems and the creative economy for the competitive advantages on tourism in the province of Lampung. International Journal of Economic Research.
Djumarno, P., Krisnawati, L. H., & Ali, P. H. (2017). Purchase Decision Analysis Marketing
Mix (Case Study Mandiri E-Cash Transaction Banking Retail Group PT. Bank Mandiri (Persero) Tbk). International Journal of Business and Management Invention, 6(1), 29–38.
Djojo, A., & Ali, H. (2012). Information technology service performance and client’s relationship to increase banking image and its influence on deposits customer banks loyalty (A survey of Banking in Jambi). In Archives Des Sciences.
Gunawan, H., & Prasetyo, J. H. (2020). The Influence of Service Quality towards the Customer Satisfaction of XYZ Bank at Gajah Mada Branch Office in West Jakarta. International Journal of Innovative Science and Research Technology, 5(3):160-164.
Ikhsani, K., & Ali, D. H. (2017). Keputusan Pembelian: Analisis Kualitas Produk, Harga dan Brand Awareness (Studi Kasus Produk Teh Botol Sosro di Giant Mall Permata Tangerang). In Jurnal SWOT.
Kotler, P. & Armstrong, G. (2014). Principles of Marketing, 14th Edition. United States of America: Person.
Kotler, P. dan Keller, K. L. (2015). Marketing management. 15th Edition. Pearson Education. USA.
Lovelock. (1988). Managing Service: Marketing, Operation, and Human Resources. London: Prentice-Hall International, Inc.
Limakrisna, N., & Ali, H. (2016). Model of Customer Satisfaction: Empirical Study At Fast Food Restaurants in Bandung. International Journal of Business and Commerce.
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
Maisah, & Ali, H. (2020). Entrepreneurship culture development process: Implementation of Islamic education values in the Batik Jambi (case study in Seberang Jambi community). Talent Development and Excellence.
Mappesona, H., Ikhsani, K., & Ali, H. (2020). Customer purchase decision model, supply chain management and customer satisfaction: Product quality and promotion analysis. International Journal of Supply Chain Management.
Muharam, W., & Soliha, E. (2017). Product Quality, Citra Merek, Persepsi Harga dan Purchase Decision Konsumen Honda Mobilio. SENDI-U3,755-762.
Novansa, H., & Ali, H. (2017). Purchase Decision Model: Analysis of Brand Image, Brand Awareness and Price (Case Study SMECO Indonesia SME products). Saudi Journal of Humanities and Social Sciences. https://doi.org/10.21276/sjhss
Prihartono, & Ali, H. (2020). The promises ethics and marketing concept strategy as a competitive advantage on private higher education (A survey on perception of product attributes and promotion mix in Indonesia). Talent Development and Excellence.
Putro, C. H., & Nurmahdi, A. (2020). Analysis of Purchase Decision and Its Impacts Towards Honda Beat Motorcycle's Customer Satisfaction Viewed Through Product Quality and Price Perception Variables at Tangerang City Area. International Journal of Innovative Science and Research Technology, 5(6), 1222-1229.
Richardo, Hussin, M., Bin Norman, M. H., & Ali, H. (2020). A student loyalty model: Promotion, products, and registration decision analysis-Case study of griya english fun learning at the tutoring institute in wonosobo central Java. International Journal of Innovation, Creativity and Change.
Riyanto, S., Adila, L., & Ali, H. (2017). The Effect of Incentives And Job Enthusiasm To Productivity of Go-Jek Driver At PT . Go-Jek Indonesia. Journal of Research in Business and Management.
Sitio, T., & Ali, H. (2019). Patient Satisfaction Model and Patient Loyalty: Analysis of Service Quality and Facility (Case Study at Rawamangun Special Surgery Hospital). Scholars Bulletin. https://doi.org/10.36348/sb.2019.v05i10.002
Sulistiorini, M. S., & Ali, H. (2017). Customer satisfaction model: Product analysis, price, promotion and distribution (case study at PT Integrasia Utama). International Journal of Applied Business and Economic Research.
Thanh Nguyen, P., Ali, H., & Agung Hudaya. (2019). MODEL BUYING DECISION AND REPEAT PURCHASE: PRODUCT QUALITY ANALYSIS (Case Study of Bank Permata Syariah Jakarta KPR Financing Customers). Dinasti International Journal of Management Science. https://doi.org/10.31933/dijms.v1i1.29
Wahyuni, U. T. A. (2015). Pengaruh Brand Image dan Product Quality terhadap Intensi Membeli Es Krim Magnum Melalui Minat Beli Konsumen. In Proceedings Book Seminar Dan Konferensi Nasional, 1-10.
Yunita, D., & Ali, H. (2017). Model of Purchasing Decision ( Renting ) of Generator Set?: Analysis of Product Quality , Price an Service at PT . Hartekprima Listrindo. Economics, Business and Management. https://doi.org/10.21276/sjebm.2017.4.11.12.
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