Keputusan Pembelian dan Kepuasan Konsumen Dipengaruhi Variabel Lokasi, Pelayanan, Kualitas Produk, Nilai Emosional, dan Disain Interior yang Berdampak pada Tingkat Pembelian

Bahri Bahri(1*),

(1) Universitas Widya Mataram Yogyakarta
(*) Corresponding Author

Abstract


This research is motivated by the growing of online businesses that have an impact on decreasing income of retail businesses. In order to survive, a retail  business have to implement strategies that can increase purchases and provide satisfaction to consumers. This study aims to determine the effect of location, service, product quality, emotional value, and interior design variables on purchasing decisions and also customer satisfaction for increasing purchases, and testing the effect of purchasing decisions on customer satisfaction at Gardena Department Store & Supermarket. This type of research uses quantitative descriptive. The sampling method is non-probability sampling and using purposive sampling technique. The data that have been collected then analyzed using the statistical hypotheses test method consist of multiple linear regression analysis, t-test, and f-test. The partial results of the study indicate that the location, service, and product quality variables have positive and significant effects on purchasing decisions and customer satisfaction. While the emotional value and interior design variables have no partial effects on purchasing decisions and consumer satisfaction. Purchasing decisions has a significant positive effect on customer satisfaction. Simultaneously, the variables of location, service, product quality, emotional value, and interior design have positive and significant effects on purchasing decisions and customer satisfaction at Gardena Department Store & Supermarket. The results of this study can be used as an implication for company management that should continue to improve service, product quality, and need to pay attention to location, especially access and large parking lots so that consumers decide to make purchases and get satisfaction from the products, resulting an increase in consumer purchases at Gardena Department Store & Supermarket.

Keywords


Location; Service; Product Quality; Emotional Value; Interior Design; Purchasing Decisions; Customer Satisfaction

Full Text:

PDF

References


Alma (2011). Manajemen Pemasaran dan Pemasaran Jasa. Bandung: Alfabeta.

Arikunto. (2006). Metode Penelitian Kualitatif. Jakarta:Bumi Aksara.

Assauri, S. (2004). Manajemen Pemasaran Dasar Konsep dan Strategi. Jakarta: Raja Grafindo Persada.

Dharmmesta, B.S. & Handoko, H. (2000). Manajemen Pemasaran, Analisa Perilaku Konsumen. Yogyakarta: BPFE.

Gardenamagelang (2011). Sejarah Berdirinya Gardena. Retrieved Mei 10, 2018, from http://gardenamagelang.blogspot.com/2011/04/sejarah-berdirinya-gardena.html.

Ghazali (2010). Analisis Lokasi, Promosi dan Layanan Terhadap Keputusan Pembelian pada Warnet XYZ. Universitas Diponegoro. Retrieved from http://eprints.undip. ac.id/26495.

Gudegnet (2016). Gardena Department Store & Supermarket Yogyakarta. Retrieved Mei 10, 2018, from https://gudeg.net/direktori/427/gardena-department-store-&-supermarket-yogyakarta.html.

Hartono & Wahyono (2015). Analisis Citra Merek dan Kualitas Terhadap Kepuasan Pelanggan Dengan Keputusan Membeli Variabel Intervening. Management Analysis Journal, 4(2). 153-162. https://doi.org/10.15294/maj.v4i2.7824.

Heizer & Render. (2015). Manajemen Operasi: Keberlangsungan dan Rantai Pasokan. Edisi Sebelas. Diterjemahkan oleh: Hirson Kurnia, R, dkk. Jakarta: Salemba Empat.

Hidayat (2015). Pengaruh Kepuasan Pelanggan terhadap Keputusan Membelian Lampu Philips (Studi Kasus pada Mahasiswa Telkom University). Jurnal Ecodemica: Jurnal Ekonomi, Manajemen, dan Bisnis, 3(1). 305-310. https://doi.org/10.31311/ jeco.v3i1.57.

Hilaliyah, S.A., Djawahir, A.H., & Susilowati, C. (2017). Pengaruh Kualitas Layanan dan Kualitas Produk Yang di Moderasi oleh Suasana terhadap Kepuasan Pelanggan (Studi pada Mahasiswa Pelanggan Kafe Ria Djenaka Malang). Jurnal Bisnis dan Manajemen, 4(2). 172-187.

Irawan (2009). 10 Prinsip Kepuasan Pelanggan. Jakarta: Media Komputindo.

Iswayanti (2010). Pengaruh Kualitas Produk, Layanan, Harga, dan Tempat Terhadap Keputusan Pembelian pada Rumah Makan “Soto Angkring Mas Boed Semarang. Universitas Diponegoro. Retrieved from http://eprints.undip.ac.id/23470.

Kumparan (2017). Tahun 2025 RI Akan Kuasai 52% Pasar E-Commerce di Asia Tenggara. Retrieved Mei 10, 2018, from https://kumparan.com/@kumparannews/ tahun-2025-ri-akan-kuasai-52-pasar-e-commerce-di-asia-tenggara.

Kusumowidagdo, A., Sachari, A., & Widodo, P. (2013). Pengaruh Atmosfer Pusat Belanja Pada Shopping Value. Jurnal Siasat Bisnis, 17(1). 28-44.

Kotler, P. & Armstrong, G. (2014). Dasar-Dasar Pemasaran, Edisi 9, Jilid Pertama, Terjemahan: Alexander S. Jakarta: Indeks.

Kotler, P. (2008). Manajemen Pemasaran. Edisi Dua Belas. Jilid Dua. Jakarta: Indeks.

Kotler, P. & Armstrong, G., (2014). Principles of Marketing. 15th edition. New Jersey: Pearson-Prentice Hall.

Lubis, U. (2017). Ekonomi Digital Di ASEAN Diprediksi Capai US$ 200 Miliar. Retrieved Mei 10, 2018, from https://www.rappler.com/indonesia/berita/bisnis/178046-ekonomi-digital-asean-capai-us$-200-miliar.

Lupiyoadi (2001). Manajemen Pemasaran Jasa (Teori dan Praktek). Edisi I. Jakarta: Salemba Empat.

Minimarketrak (2017). Potensi Bisnis Minimarket 2018. Retrieved Mei 10, 2018, from https://www.minimarketrak.com/blog/potensi-bisnis-minimarket.

Mujiroh (2005). Analisa Pengaruh Produk, Pelayanan, dan Lokasi Terhadap Keputusan Pembelian Konsumen Pasar Swalayan Indo Rizky Purbalingga. Universitas Negeri Semarang. Retrieved from http://lib.unnes.ac.id/512.

Munandar (2001). Psikologi Industri dan Organisasi. Jakarta: UI Press.

Munawaroh, M. (2013). Manajemen Operasi. Yogyakarta: LP3M UMY.

Putra, A. & Sunarti (2010). Pengaruh Kualitas Produk Terhadap Keputusan Pembelian dan Dampaknya Terhadap Kepuasan Pelanggan (Survei pada Mahasiswa Administrasi Bisnis Fakultas Ilmu Administrasi Angkatan 2013 dan 2014 Universitas Brawijaya yang Melakukan Pembelian Paket Data Kampus). Jurnal Administrasi Bisnis (JAB), 48(1). 124-131.

Rahman, D.N. (2013). Analisis Pengaruh Layanan, Fasilitas, Persepsi Harga, dan Lokasi Terhadap Kepuasan Pelanggan Pemancingan Ngrembel Asri Gunungpati Semarang. UNNES. Retrieved from http://lib.unnes.ac.id/18038.

Ridwan, M. & Palupiningdyah (2014). Pengaruh Nilai Emosional, Sosial dan Kualitas Terhadap Kepuasan Konsumen. Management Analysis Journal, 3(1), 1-6. https://doi.org/10.15294/maj.v3i1.3310.

Roisah, & Riana (2016). Telaah Hubungan Citra Merek, Kualitas Produk dan Keputusan Pembelian Konsumen. Jurnal Ekonomi, Manajemen, dan Bisnis, 4(1), 100-107. https://doi.org/10.31311/jeco.v4i1.351.

Safitri, W.T. (2017). Pengaruh Nilai Pelanggan Terhadap Kepuasan Pelanggan Pada PT. Hasjrat Abadi Cabang Kendari. Universitas Halu Oleo. Retrieved from http://sitedi.uho.ac.id/BIB213038.

Saputri, S.A., Fattah, A., & Istanti, E. (2017). Pengaruh Emosional, Nilai Pengorbanan dan Loyalitas Merek Terhadap Kepuasaan Konsumen McDonald di Sidoarjo. E-Jurnal Ekonomi Bisnis Universitas Bhayangkara Surabaya, 3(2). 152-163.

Setianingsih & Nurhadi. (2016). The Influence Of Price Perception, Product Diversity, And Store Atmosphere Toward Purchase Decision (Case Study At Dunkin Donuts Consumer In Ambarukmo Plaza Yogyakarta). Jurnal Manajemen Bisnis Indonesia (JMBI), 5(1). 82-90.

Setiawan, S. R. D. (2018). Januari 2018 Penjualan Eceran Mengalami Penurunan. Retrieved Juni 15, 2018, from https://ekonomi.kompas.com/read/2018/03/09/ 184514026/januari-2018-penjualan-eceran-mengalami-penurunan.

Simamarta, H.M.P., Saragih, D.Y., & Panjaitan, N.J. (2018). Peningkatan Kualitas Layanan Untuk Kepuasan Pelanggan Hotel. Jurnal Ekonomi dan Bisnis (EK&BI), (S.l.), 1(1), 43-51.

Siregar (2012). Analisa Kualitas Produk dan Nilai Emosional Terhadap Keputusan Membeli Jittlada Thai Cuisine Cambridge. Universitas Negeri Medan. Retrieved from http://digilib.unimed.ac.id/12818/5/708221084.

Sudarso (2016). Layanan, Fungsional, Emosional, dan Kepuasan Konsumen: Sebuah Studi Kasus. Jurnal Ekonomi Bisnis dan Kewirausahaan, 5(3), 165-178.

Suhari (2008). Keputusan Pembelian Online dan Faktor-Faktor yang Mempengaruhi. Jurnal Teknologi Informasi DINAMIK, 3(2), 140-146.

Pancaningrum, E. (2017). Visual Merchandise dan Atmosfer Toko: Pengaruhnya Terhadap Keputusan Pembelian Impuls. Jurnal Ilmu Ekonomi dan Pembangunan (JIEP), 17(1). 23-40. http://dx.doi.org/10.20961/jiep.v17i1.8502.

Priyatno (2009). SPSS Untuk Analisis Korelasi, Regresi, dan Multivariate. Yogyakarta: Gava Medika.

Schiffman & Kanuk. (2004). Consumer Behavior. 8th edition. New Jersey: Pearson Education Inc., Upper Saddle River, Prentice-Hall, Inc.

Sugiyono (2008). Metode Penelitian Bisnis. Bandung: Alfabeta.

Tjiptono, F. (2005). Manajemen Jasa. Edisi I. Yogyakarta: Bayumedia Publishing.

Tjiptono, F. (2010). Strategi Pemasaran. Edisi II. Yogyakarta: Andi Offset.

Tjiptono, F. (2012). Service Manajemen, Mewujudkan Layanan Prima. Yogyakarta: Andi Offset.

Umar (2005). Riset pemasaran dan Perilaku Konsumen. Jakarta: Gramedia Pustaka Utama.

Windasuri, H. & Hyacintha, H. (2017). Excellent Service. Jakarta: Gramedia Pustaka Utama.

Wong & Aspinwall (2004). Knowledge management implementation frameworks: A review. Knowledge and Process Management, The Journal of Corporate Transformation, 11(2). 93-104. https://doi.org/10.1002/kpm.193.

Yogyakartagardena. (2018). Ceremonial Hut 40 Tahun Gardena Jogja. Retrieved Mei 10, 2018, from http://yogyakarta.gardena.co.id/berita-9-ceremonial-hut-40-tahun-gardena-jogja.




DOI: https://doi.org/10.30588/jmp.v8i1.388

Article Metrics

Abstract view : 4275 times
PDF - 2 times

Refbacks

  • There are currently no refbacks.


Copyright (c) 2018 Bahri Bahri

Creative Commons License
This work is licensed under a Creative Commons Attribution 4.0 International License.

Creative Commons License
Jurnal Maksipreneur: Manajemen, Koperasi, dan Entrepreneurship is licensed under a Creative Commons Attribution 4.0 International License.
Based on a work at http://ejournal.up45.ac.id/index.php/maksipreneur.

Jurnal Maksipreneur: Manajemen, Koperasi, dan Entrepreneurship has been indexed/archived by:

DOAJGoogle Scholar Crossref Sinta EBSCO Essentials Garuda IOS Microsoft Academic ROAD Dimensions WorldCat ResearchBib Scilit logo OpenAIRE CORE Semantic Scholar EuroPub Publons

Journal of Maksipreneur: Management, Cooperative, and Entrepreneurship (JMP)

Organized by Management Department, Universitas Proklamasi 45, Yogyakarta, Indonesia

Published by Universitas Proklamasi 45, Yogyakarta, Indonesia

Email: maksipreneurjurnal@gmail.com | jurnal.maksipreneur@up45.ac.id

ISSN (electronic): 2527-6638  ISSN (printed): 2089-550X