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Pengaruh kualitas produk dan kualitas pelayanan terhadap kepuasan konsumen (studi kasus Nikimi Mart Tebo)

Jurnal Dinamika Manajemen · Vol. 9 No. 2 (2021) · hlm. 99–110

DOI
10.22437/jdm.v9i2.17149
ISSN
2355-8148, 2338-123X
Terbit
2021-06-09
Penerbit
Prodi Magister Manajemen Fakultas Ekonomi dan Bisnis Universitas Jambi
Bahasa
en
Lisensi
creativecommons.org/licenses/by-sa/4.0

Abstrak

The high public interest in shopping has made retail businesses see opportunities to make profits. Not only local retailers, but foreign modern retailers are also making Indonesia their potential target. The entry of foreign retailers will be a threat to local retailers who have previously controlled the market. This study aims to test whether product quality and service quality have an effect on customer satisfaction. The object under study is the consumer at Nikimi Mart Tebo. This research is a quantitative research. The sample used in this study were customers who had shopped at Nikimi Mart. The sampling technique used accidental sampling. Data collection techniques are primary data or data taken directly from respondents through questionnaires. This study uses multiple linear regression and descriptive analysis for data analysis with the help of the SPSS Version 21 program. This study has the results that product quality, service quality simultaneously have a positive effect on customer satisfaction and product quality, service quality, have a partial negative effect on customer satisfaction.

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  • Universitas Jambi
  • Afiliasi tidak diketahui
  • Organisasi berbeda
  • Organisasi sama
  • Afiliasi tidak diketahui
  • Garis lebih tebal = lebih banyak artikel bersama · lingkaran lebih besar = lebih banyak artikel
Tampilkan sebagai tabel
Rekan penulisOrganisasiArtikel bersama
Husni HasbullahUniversitas Jambi5
Sylvia Kartika Wulan BhayangkariUniversitas Jambi5
Sigit IndrawijayaUniversitas Jambi5
Novita SariAfiliasi tidak diketahui4
Dwi KurniawanAfiliasi tidak diketahui4
Ade OctaviaUniversitas Jambi4
Idham KhalikUniversitas Jambi3
Erida EridaUniversitas Jambi3
Yayuk SriayudhaUniversitas Jambi3
Rista Aldilla SyafriUniversitas Jambi2
Rizky Azika RamadhanUniversitas Jambi2
Sry RositaUniversitas Jambi2
Garry Yuesa RosyidUniversitas Jambi2
Ade Perdana SiregarUniversitas Jambi2
Auliza OktariUniversitas Jambi2
Dwi KurniawanUniversitas Jambi2
Wahyu Juari SetiawanUniversitas Jambi1
Dahmiri DahmiriAfiliasi tidak diketahui1
Idham Khalik Idham KhalikAfiliasi tidak diketahui1
Husni Hasbullah Husni HasbullahAfiliasi tidak diketahui1
Rohman WillianUniversitas Jambi1
Fitri WidiastutiUniversitas Jambi1
Panggita WijayaUniversitas Jambi1
Indra JayaUniversitas Jambi1
Zamzami ZamzamiUniversitas Jambi1
Helen ParkhurstUniversitas Jambi1
Johannes JohannesUniversitas Jambi1
Kasirul FadliUniversitas Jambi1
Muhammad AminUniversitas Jambi1
Yuliusman YuliusmanUniversitas Jambi1
Muhammad AminUniversitas Jambi1
Musyayaddah MusyayaddahUniversitas Jambi1
Arsyadt ArsyadtUniversitas Jambi1
RTS. RatnawatiAfiliasi tidak diketahui1
Lucky Enggrani FitriUniversitas Jambi1
Dedy SetiawanAfiliasi tidak diketahui1
Musnaini MusnainiAfiliasi tidak diketahui1

Afiliasi berasal dari OpenAlex; metadata OAI-PMH jurnal tidak memuatnya. Penulis tanpa ID OpenAlex dicocokkan berdasarkan nama, sehingga dua orang bisa tergabung atau satu orang bisa terpisah.

Sumber metadata: OAI-PMH (metadata jurnal) https://online-journal.unja.ac.id/index.php/jmbp/oai, pertama di-harvest 6 Nov 2026, terakhir terlihat 8 Nov 2026.
Metadata asli (oai_dc) 
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	<dc:title xml:lang="en">Pengaruh kualitas produk dan kualitas pelayanan terhadap kepuasan konsumen (studi kasus Nikimi Mart Tebo)</dc:title>
	<dc:creator xml:lang="en">Iliyas, Iliyas</dc:creator>
	<dc:creator xml:lang="en">Dahmiri, Dahmiri</dc:creator>
	<dc:creator xml:lang="en">Nifita, Ade Titi </dc:creator>
	<dc:subject xml:lang="en">Product quality</dc:subject>
	<dc:subject xml:lang="en">service quality</dc:subject>
	<dc:subject xml:lang="en">customer satisfaction</dc:subject>
	<dc:description xml:lang="en">The high public interest in shopping has made retail businesses see opportunities to make profits. Not only local retailers, but foreign modern retailers are also making Indonesia their potential target. The entry of foreign retailers will be a threat to local retailers who have previously controlled the market. This study aims to test whether product quality and service quality have an effect on customer satisfaction. The object under study is the consumer at Nikimi Mart Tebo. This research is a quantitative research. The sample used in this study were customers who had shopped at Nikimi Mart. The sampling technique used accidental sampling. Data collection techniques are primary data or data taken directly from respondents through questionnaires. This study uses multiple linear regression and descriptive analysis for data analysis with the help of the SPSS Version 21 program. This study has the results that product quality, service quality simultaneously have a positive effect on customer satisfaction and product quality, service quality, have a partial negative effect on customer satisfaction.</dc:description>
	<dc:publisher xml:lang="en">Prodi Magister Manajemen Fakultas Ekonomi dan Bisnis Universitas Jambi</dc:publisher>
	<dc:date>2021-06-09</dc:date>
	<dc:type>info:eu-repo/semantics/article</dc:type>
	<dc:type>info:eu-repo/semantics/publishedVersion</dc:type>
	<dc:type xml:lang="en">Peer-reviewed Article</dc:type>
	<dc:format>application/pdf</dc:format>
	<dc:identifier>https://online-journal.unja.ac.id/jmbp/article/view/17149</dc:identifier>
	<dc:identifier>10.22437/jdm.v9i2.17149</dc:identifier>
	<dc:source xml:lang="en">Jurnal Dinamika Manajemen; Vol. 9 No. 2 (2021): Jurnal Dinamika Manajemen; 99-110</dc:source>
	<dc:source>2355-8148</dc:source>
	<dc:source>2338-123X</dc:source>
	<dc:language>en</dc:language>
	<dc:relation>https://online-journal.unja.ac.id/jmbp/article/view/17149/12920</dc:relation>
	<dc:rights xml:lang="en">Copyright (c) 2021 Iliyas Iliyas, Dahmiri Dahmiri, Ade Titi  Nifita</dc:rights>
	<dc:rights xml:lang="en">https://creativecommons.org/licenses/by-sa/4.0</dc:rights>
</oai_dc:dc>