Influence of service quality and marketing mix on customer satisfaction with online bank partners
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Abstract
Business competition in this era of globalization and industrial revolution 4.0 develop recently quickly and more competitive. Especially in Payment Point Online Bank (PPOB) industry that currently having a wide market. The Collect Agent should foster innovation and enhance creativity to encourage repeat transactions from customers at the Payment Point Online Bank (PPOB) company. This research aims to review and analyze the impact of service quality and marketing mix on the customer satisfaction of PT. XYZ's partners. This research employs both descriptive and verificative approaches based on the dependent variable being studied. The descriptive research provides an overview of the service quality at XYZ Company in Bandung, focusing on customer satisfaction levels. Conversely, the verificative aspect aims to test the hypothesis derived from field data collection. Through this research, we will assess and critically evaluate whether there is an influence of service quality and marketing mix on customer satisfaction at XYZ Company in Bandung. Service quality in partial can influences customer satisfaction. Promotional Mix in partial can influences customer satisfaction, Kualitas Pelayanan and Promotional Mix simultaneously had an influence on customer satisfaction , with the percentage the influence of as much as 68,7 %.
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How to Cite
Pebiansyah, A. O., Sulaeman, L. R., Utama, D., & khoirun nisa, S. (2024). Influence of service quality and marketing mix on customer satisfaction with online bank partners. Enrichment : Journal of Management, 14(5), 846-852. https://doi.org/10.35335/enrichment.v14i5.2111
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Rasyid, M. J., & Muhamadiyah, S. (2017). The Effect Of Marketing Mix, Image And Service Quality Toward The Domestic Tourism Satisfactionin Bone District. In Quest Journals Journal of Research in Business and Management (Vol. 5). www.questjournals.org
Rimma Roslika Situmorang. (2017). PENGARUH BAURAN PEMASARAN DAN KUALITAS PELAYANAN TERHADAP LOYALITAS PELANGGAN (Studi Pada Hotel Dyan Graha Pekanbaru). JOM FISIP Vol. 4 No. 2 – Oktober 2017, 4. https://media.neliti.com/media/publications/205668-pengaruh-bauran-pemasaran-dan-kualitas-p.pdf
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Solaiman, M., Osman, A., & Suberi Bin Ab Halim, M. (2015). Green Marketing: A Marketing Mix Point of View. In International Journal of Business and Technopreneurship (Vol. 5, Issue 1).
Sunarsi, D. (2020). KEPUASAN KONSUMEN PADA GIANT DEPT STORE CABANG BSD TANGERANG. E-MABIS: JURNAL EKONOMI MANAJEMEN DAN BISNIS, 21(1).
Suparman. (2016). PENGARUH STRATEGI PEMASARAN DAN PELAYANAN PERGURUAN TINGGI TERHADAP KEPUASAN PELANGGAN PROGRAM UNGGULAN STRATA SATU (S1) SEKOLAH TINGGI ILMU ADMINISTRASI MANDALA INDONESIA (STIAMI). Majalah Ilmiah Institut STIAMI, XIII no 1.
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Yuliantine, T., & Siyoto, S. (2018). Analysis of Marketing Mix Characteristics of Marketing Factor 7P (Product, Price, Place, Promotion, People, Process, Physical Building) to Patient Satisfaction of Inpatient Patient Hospital Muhammadiyah Ahmad Dahlan Kediri City. In Journal for Quality in Public Health (Vol. 1, Issue 2). Online. http://jurnal.strada.ac.id/jqphhttp://jurnal.strada.ac.id/jqph
ARIZAL.N, & WITA DWIKA LISTIHANA. (2018). Pengaruh Bauran Pemasaran dan Kualitas Pelayanan Terhadap Loyalitas Anggota Pada Koperasi Syariah BMT di Rumbai-Pekanbaru. Dosen Tetap Universitas Lancang Kuning.
Binni wang, Pong wang (2021).Customer satisfaction service match and service quality-based blockchain cloud manufacturing. sciencedirect.com/science/article/abs/pii/S0925527321001961
Com, W. A., & Pourdehghan, A. (2015). MARKETING AND BRANDING RESEARCH The impact of marketing mix elements on brand loyalty: A case study of mobile phone industry. In Marketing and Branding Research (Vol. 2).
Chen, X., Su, X., Li, Z., Wu, J., Zheng, M., & Xu, A. (2021). The impact of omni-channel collaborative marketing on customer loyalty to fresh retailers: The mediating effect of the omni-channel shopping experience. Operations anagement Research, 15(3–4), 983–997. https://doi.org/10.1007/s12063-022-00319-y
Felix, R. (2017). Service Quality and Customer Satisfaction in Selected Banks in Rwanda. Journal of Business & Financial Affairs, 06(01). https://doi.org/10.4172/2167-0234.1000246
Hameed Aldeb. (2018). The Impact of the Tourism Promotion-Mix Elements on the Foreign Tourists’ Mental Images of the Jordanian Tourist Destinations (A Field Study). Canadian Center of Science and Education, 11. http://ibr.ccsenet.org
Hermawan, B., Basalamah, S., Djamereng, A., & Plyriadi, A. (2017). Effect of Service Quality and Price Perception on Corporate Image, Customer Satisfaction and Customer Loyalty among Mobile Telecommunication Services Provider. IRA-International Journal of Management & Social Sciences (ISSN 2455-2267), 8(1), 62. https://doi.org/10.21013/jmss.v8.n1.p7
Joudeh, J. M. M., & Dandis, A. O. (2018). Service Quality, Customer Satisfaction and Loyalty in an Internet Service Providers. International Journal of Business and Management, 13(8), 108. https://doi.org/10.5539/ijbm.v13n8p108
Kambey, K. Y., & Sepang, J. I. (1948). ANALISIS PENGARUH KUALITAS PELAYANAN, BAURAN PEMASARAN DAN CITRA MEREK TERHADAP KEPUASAN KONSUMEN PADA (PT. HASJRAT ABADI YAMAHA SAMRATULANGI MANADO). Jurnal EMBA, 6(4), 1948–1957.
Kumar, A. (n.d.). Effect of service quality on customer loyalty and the mediating role of customer satisfaction: an empirical investigation for the telecom service industry. Journal of Management Research and Analysis, 4(4), 159–166. https://doi.org/10.18231/2394-2770.2017.0029
Lim, J., Romsa, B., & Armentrout, S. (2016). The Impact of Perceived Value, Satisfaction, Service Quality on Customer Loyalty in Women’ s Fitness Clubs Recommended Citation. South Dakota State University. https://openprairie.sdstate.edu/hns_pubs/139
Limakrisna, N., & Ali, H. (n.d.). MODEL OF CUSTOMER SATISFACTION: EMPIRICAL STUDY AT FAST FOOD RESTAURANTS IN BANDUNG. International Journal of Business and Commerce, 5(06), 132–146. www.ijbcnet.com
Rahmat & Wijaya (2022). Perbedaan Pengaruh Citra Merek dan Reputasi Perusahaan Terhadap Kualitas Produk, Nilai Pelanggan dan Loyalitas Pelanggan di Pasar Bisnis. Jurnal Ekonomi, 4(2), 17911
Meftahudin. (2017). PENGARUH KUWALITAS PELAYANAN DAN BAURAN PEMASARAN TERHADAP LOYALITAS ANGGOTA KOPERASI ARYADANA WONOSOBO DENGAN KEPUASAN ANGGOTA SEBAGAI VAREABEL INTERVENING. Jurnal PPKM II (2017), 175–186.
Muhammad Syarif Hidayatullah Elmas. (2017). PENGARUH BAURAN PEMASARAN DAN KUALITAS PRODUK TERHADAP KEPUTUSAN PEMBELIAN MEUBEL DI UD. SEKAWAN RIMBA WANGKAL GADING KABUPATEN PROBOLINGGO. JuPEKO.
Mustapha, B. (2017). Journal of Marketing and Consumer Research www.iiste.org ISSN. In An International Peer-reviewed Journal (Vol. 31). www.iiste.org
NI LUH NURKARIANI, & GEDE ARISTA DHARMA SUPUTRA. (2017). IMPLEMENTASI 8 KONSEP BAURAN PEMASARAN (MARKETING MIX) PADA PT PEGADAIAN (PERSERO) CABANG SINGARAJA. Jurnal Kajian Ekonomi Dan Bisnis, 10, 131–152.
Nuseir, M. T., & Madanat, H. (2015). 4Ps: A Strategy to Secure Customers’ Loyalty via Customer Satisfaction. International Journal of Marketing Studies, 7(4). https://doi.org/10.5539/ijms.v7n4p78
Panjaitan, J. E., & Yuliati, A. L. (2016). PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PADA JNE CABANG BANDUNG. In DeReMa Jurnal Manajemen (Vol. 11, Issue 2). www.jne.co.id
Parasuraman.(1988).https://www.researchgate.net/publication/225083802_SERVQUAL_A_multiple_Item_Scale_for_measuring_consumer_perceptions_of_service_quality.
Rasyid, M. J., & Muhamadiyah, S. (2017). The Effect Of Marketing Mix, Image And Service Quality Toward The Domestic Tourism Satisfactionin Bone District. In Quest Journals Journal of Research in Business and Management (Vol. 5). www.questjournals.org
Rimma Roslika Situmorang. (2017). PENGARUH BAURAN PEMASARAN DAN KUALITAS PELAYANAN TERHADAP LOYALITAS PELANGGAN (Studi Pada Hotel Dyan Graha Pekanbaru). JOM FISIP Vol. 4 No. 2 – Oktober 2017, 4. https://media.neliti.com/media/publications/205668-pengaruh-bauran-pemasaran-dan-kualitas-p.pdf
Sabina Dsouza, R., Kizhakanveatil Bhaskaran Pillai, S., Feng Chen, R., Weiermair, K., & Professor, A. (2018). Service Quality and Customer Satisfaction: An Empirical Analysis of Banking Sector in Goa. International Journal of Banking, Risk and Insurance, 1–22. http://publishingindia.com/ijbri/
SITI MUKARROMAH. (2018). IMPLEMENTASI STRATEGI BAURAN PEMASARAN DALAM MENINGKATKAN VOLUME PENJUALAN TOKO BAJU SENAM GROSIR.COM.
Solaiman, M., Osman, A., & Suberi Bin Ab Halim, M. (2015). Green Marketing: A Marketing Mix Point of View. In International Journal of Business and Technopreneurship (Vol. 5, Issue 1).
Sunarsi, D. (2020). KEPUASAN KONSUMEN PADA GIANT DEPT STORE CABANG BSD TANGERANG. E-MABIS: JURNAL EKONOMI MANAJEMEN DAN BISNIS, 21(1).
Suparman. (2016). PENGARUH STRATEGI PEMASARAN DAN PELAYANAN PERGURUAN TINGGI TERHADAP KEPUASAN PELANGGAN PROGRAM UNGGULAN STRATA SATU (S1) SEKOLAH TINGGI ILMU ADMINISTRASI MANDALA INDONESIA (STIAMI). Majalah Ilmiah Institut STIAMI, XIII no 1.
Tiris Sudrartono. (2018). Dampak Strategi Bauran Pemasaran Dan Kualitas Pelayanan Terhadap Tingkat Partisipasi Anggota Sebagai Pengguna Koperasi. Coopetition Vol. IX, 1, 67–80.
Yuliantine, T., & Siyoto, S. (2018). Analysis of Marketing Mix Characteristics of Marketing Factor 7P (Product, Price, Place, Promotion, People, Process, Physical Building) to Patient Satisfaction of Inpatient Patient Hospital Muhammadiyah Ahmad Dahlan Kediri City. In Journal for Quality in Public Health (Vol. 1, Issue 2). Online. http://jurnal.strada.ac.id/jqphhttp://jurnal.strada.ac.id/jqph