THE INFLUENCE OF CUSTOMER SERVICE, CUSTOMER EXPERIENCE AND BRAND TRUST ON MSI CONSUMER SATISFACTION (Case Study On Silver Ion MSI Customers In Tiban Housing Stocking Batam City)

Rimayang Anggun Ramli, Trisna Kurnia

Abstract


This research aims to examine and analyze the influence of customer service, customer experienceand brand trustto customer satisfaction of MSI Silver Ion in Tiban Housingstocking Batam City. Data collected through questionnaires and conducted using SPSS version 20. The sampling technique used is the census methods and techniques testing techniques data used in this study include factor analysis, validity test, reliability test with AlphaCronbach. Classical assumption test and multiple linear regression analysis, to test and prove the hypothesis of the study

               Hypothesis testing using t test showed that the variables of customer service does notsignificantlyinfluence the customer satisfaction, the customer experience does not significantlyinfluence customer satisfaction, brand trust significantly influence to customer satisfaction. Then through the F test can be found that the three independent variables simultaneously have a significant effect on customer satisfaction. Adjusted R² number of 0.462 show that 46.2% of consumer satisfaction variables can be explained by the three independent variables in the regression equation, while the remaining 50.6% is explained by other variables outside the variables used in the study.

 


Full Text:

PDF

References


Abdullah, T. dan Francis, T. (2012). Manajemen Pemasaran. Jakarta: Rajawali Pers.

Bagus D.S (2015) ”pengaruh kualitas produk dan kepercayaan terhadap loyalitas konsumen dengan kepuasan sebagai variabel intervening pada PDAM Tirta Moedal Semarang”

Dewi. Ira Triyani, Hasibuan. Muhammad Iransyah (2016) “pengaruh pengalaman pelanggan (customer experience) terhadap kepuasan pelanggan pada rumah makan kuliner Jawa Barat Rantau prapat “

Grewal, Dhruv and Levy, Michael. (2014). Marketing, Fourth Edition, The McGraw-Hill, New York. Kotler dan Amstrong. 2015. Principles of Marketing fifteenth edition.

Keegan,Warren. J. Sindoro. A. dan Tarigan, T. S. (2009). Manajemen Pemasaran Global.cetakanke 3. :Indeks

Kotler, P. dan Gary, Amstrong. (2012). Prinsip-Prinsip Pemasaran, ed 8. Jakarta: Erlangga.

Limakrisna, Nanda. Dan Susilo, W. H. (2012). Manajemen Pemasaran Teori dan Aplikasi dalam Bisnis. Jakarta: Mitra Wacana Media.

Oktaviani, Rani (2016)“pengaruh kualitas produk, kepercayaan merek, dan kepuasan konsumen terhadap loyalitas merek pada pengguna minuman isotonic mizone ”

Pamela E.N (2016) “pengaruh brand image, harga dan kualitas produk terhadap keputusan pembelian ban forklift merek annair di kota Batam”

Pratiwi. M. C (2009) “pengaruh customer service terhadap kepuasan pelanggan”

Santoso, Cahyo Budi dkk.(2014). Buku Panduan Penulisan Proposal Skripsi dan Jurnal Fakultas Ekonomi Universitas Riau Kepulauan. Batam: Universitas Riau Kepulauan.

Setiawan R.M.I (2016)“pengaruh kinerja pelayanan jasa terhadap kepuasan konsumen pada bens salon di Bandar lampung”

Sibagarian, Sem C.H dan Nursanti, Tinjung D (2010) “pengaruh brand image dan brand trust terhadap loyalty pada PT. Bank Sinarmas”

Sugiyono. Prof. DR. 2014. Metode Penelitian Bisnis (Pendekatan Kuantitatif, Kualitatif dan R&D). Alfabeta, CV

Sunyoto, Danang. 2014. Konsep Dasar Riset Pemasaran Dan Perilaku Konsumen.

Ulfah. F. K (2017) “pengaruh kinerja layanan, kepercayaan merek, dan pengalaman pelanggan terhadap kepuasan konsumen LIA Semarang”




DOI: https://doi.org/10.33373/jeq.v6i2.2254

Refbacks

  • There are currently no refbacks.


Lisensi Creative Commons
Ciptaan disebarluaskan di bawah Lisensi Creative Commons Atribusi 4.0 Internasional.