Analysis of Product Quality and Service Quality on Customer Satisfaction at the Surya Mart Mart Business Center using the Structural Equation Modeling Method
Analisa Kualitas Produk dan Kualitas Layanan Terhadap Kepuasan Pelanggan di Business Center Surya Mart Mart menggunakan Metode Structural Equation Modeling
-
(1) * Yannu Prasetyo
Universitas Muhammadiyah Sidoarjo, Indonesia
Indonesia
(2) Atikha Sidhi Cahyana Universitas Muhammadiyah Sidoarjo, Indonesia
Indonesia
(*) Corresponding Author
Abstract
Service quality is a superior value for customers to improve business performance or company marketing represents a level of excellence to meet consumer expectations. Therefore, it is not necessary to know what factors affect product quality and service quality at the Surya Mart Business Center Surya Mart Business Center. Surya Mart Business Center Surya Mart's Business Center is located on campus 2 of the Muhammadiyah University of Sidoarjo (UMSIDA), the market is for students, lecturers, UMSIDA employees and the surrounding community. To find out the factors that affect product quality and service quality, research uses Structural Equation Modeling, which is ia statistical technique that is able to analyze the pattern of relationships between data constructs and indicators, one data construct and another, and direct measurement errors. The results showed that the highest loading factor value was 1.329 in the discount indicator, for the term indicator, namely the additional factor with a value of 0.664. Test structural modeling on the relationship between constructs that have a casual or causal relationship. The results of this study, Variable Product Quality and Service Quality, the second variable has a significant influence on the Customer Satisfaction variable.
Downloads
References
Y. C. Anam and A. Suharsono, “Pemodelan Faktor-faktor yang Mempengaruhi Kinerja Karyawan PT Djarum Unit Karangbener, Kudus-Jawa Tengah Menggunakan Structural Equation Modeling,” J. Sains dan Seni ITS, vol. 7, no. 2, pp. 2–9, 2019, doi: 10.12962/j23373520.v7i2.35257.
Syarah Widyaningtyas, Triastuti Wuryandari, and Moch. Abdul Mukid, “PENGARUH MARKETING MIX TERHADAP KEPUASAN DAN LOYALITAS KONSUMEN MENGGUNAKAN METODE STRUCTURAL EQUATION MODELLING (SEM) (Studi Kasus Toserba Toko Tembalang ‘Totem’),” J. Gaussian, vol. 5, no. 3, pp. 553–562, 2016.
F. Aminah, A. Suharsono, and I. Ahmad, “Pengaruh Rasio Keuangan terhadap Nilai Perusahaan pada Sektor Perbankan yang Tercatat di Bursa Efek Indonesia Menggunakan Metode Structural Equation Modelling-Partial Least Square,” J. Sains dan Seni ITS, vol. 5, no. 2, pp. 402–407, 2016.
M. R. Masitoh, H. A. Wibowo, and D. Sunaryo, “Pengaruh Kualitas Pelayanan, Kepuasan, dan Kepercayaan Merek terhadap Niat Pembelian Ulang di Toko Online Tokopedia,” Manajemen, vol. 8, no. 1, pp. 60–77, 2018.
R. Sukwadi, M. W. Inderwati, and M. I. Yemima, “Perilaku konsumen dalam pemilihan online shop instagram,” J. Metris, vol. 17, pp. 123–132, 2016.
J. Sepang, L. Mananeke, and S. Sahanggamu, “Analisis Kualitas Layanan, Servicescape Dan Kepercayaan Terhadap Kepuasan Nasabah Pada Pt. Bank Sinarmas Bitung,” J. Ris. Ekon. Manajemen, Bisnis dan Akunt., vol. 3, no. 1, pp. 1084–1095, 2015, doi: 10.35794/emba.v3i1.7868.
R. Wenas, H. Tawas, and A. Rumengan, “Analisis Citra Merek, Kualitas Produk, Dan Strategi Harga Terhadap Keputusan Pembelian Mobil Daihatsu Ayla Cabang Manado,” J. Ris. Ekon. Manajemen, Bisnis dan Akunt., vol. 3, no. 2, pp. 684–694, 2015, doi: 10.35794/emba.v3i2.8696.
S. Moniharapon and J. Ginting, “Pengaruh Citra Merek Dan Kualitas Produk Terhadap Keputusan Pembelian Mobil Daihatsu Xenia Pada Pt. Astra Internasional Daihatsu Manado,” J. Ris. Ekon. Manajemen, Bisnis dan Akunt., vol. 3, no. 1, pp. 493–501, 2015, doi: 10.35794/emba.v3i1.7192.
S. Kharisma, Z. Arifin, and W. Wilopo, “PENGARUH INTERNATIONAL BRAND IMAGE DAN KUALITAS PRODUK TERHADAP KEPUTUSAN PEMBELIAN (Survei pada pemilik smartphone Lenovo di Kawasan Asia Tenggara),” J. Adm. Bisnis S1 Univ. Brawijaya, vol. 50, no. 1, pp. 91–97, 2017.
I. Manajemen and P. Dengan, “Analisa Hubungan Faktor-Faktor Yang Mempengaruhi,” no. November, pp. 1–9, 2016.
