THE INFLUENCE OF PRODUCT QUALITY AND SERVICE QUALITY ON CUSTOMER SATISFACTION AT MARSALIA EMBROIDERY IN MALANG CITY
Main Article Content
Naila Ruhama*
Musthofa Hadi
Tri Yulistyawati Evelina
In this contemporary period, commerce plays a crucial role in the advancement of the economy and society. The fashion industry is currently experiencing significant growth in Indonesia. Situated in Malang City, Marsalia Embroidery is a thriving fashion enterprise. The primary objective of this research is to assess how customer satisfaction at Marsalia Embroidery is impacted by the quality of their products and services. By conducting a survey, involving 86 negligee purchasers, this quantitative study followed a purposive sampling approach. Subsequently, the obtained data will undergo analysis through multiple linear regression and hypothesis testing. The findings of this investigation reveal that both product quality and service quality individually influence customer satisfaction to a certain degree. Collectively, these two variables hold a substantial sway over customer satisfaction, accounting for 74.1%, while the remaining 25.9% is attributed to other unexplored factors. Therefore, it can be deduced that both product quality and service quality have a partial and collective impact on customer contentment. Marsalia Embroidery is expected to increase the consistency of its products by maximizing the quality check process, so that consumers will receive products that are free from defects and have good standards. In addition, Marsalia Embroidery should also evaluate the reliability of employees in serving consumers, in order to meet the services expected by consumers.
Alimin, E., Eddy, Afriani, D., Agurfianto, N., Octavia, yusi faizatul, Mulyaningsih, T., Satriawan, Yusuf, siti yulianah m., Irwansyah, R., Moonti, A., Sudarni, adiek astika, Endrawati, budiani fitria, & Suhadarli, melkianus albin. (2022). Manajemen Pemasaran (1st ed.). Seval Literindo Kreasi.
Fandy, & Tjiptono. (2015). Strategi Pemasaran. 4.
Firmansyah, A. (2019). Pemasaran Produk dan Merek (Planning & Strategy). Penerbit Qiara Media.
Gani, A., & Nicolaas, Augustinus Hillebrandes Oroh. (2021). The Effect of Product Quality, Service Quality and Price on Customer Satisfaction at Loki Store. KnE Social Sciences, 2021, 116–128. https://doi.org/10.18502/kss.v5i5.8803
Ikhbal, S., Safira, Y., & Sanjaya, V. F. (2021). The Effect of Service Quality and Product Quality on Indihome Customer Satisfaction in Bandar Lampung City. Terbuka Journal of Economics and Business, 2(2), 17–29. https://doi.org/10.33830/tjeb.v2i2.2522
Indonesia.go.id. (2023). Ekspor Tekstil Indonesia Bertumbuh. Indonesia.Go.Id.
Indrasari, M. (2019). Pemasaran dan Kepuasan Pelanggan. Unitomo Press.
Jannah, M. (2021). Pengaruh Kualitas Produk Dan Kualitas Layanan Terhadap Kepuasan Konsumen Pada Toko IVO International Fashion Marpoyan. 1–111.
Kotler, P., & Keller, K. . (2016). Marketing Management (15th ed.). Pearson Pretice Hall inc.
Kotler, Philip, & Amstrong, G. (2014). Dasar-dasar pemasaran (14th ed.). Erlangga.
Kusuma, N. C., & Budiarti, L. (2021). Pengaruh Kualitas Pelayanan Dan Kualitas Produk Terhadap Kepuasan Pelanggan Di Coffee Shop Everytime Kota Malang. Jurnal Aplikasi Bisnis, 7(2), 281–284. https://jurnal.polinema.ac.id/index.php/jab/article/view/2018
Muhammad, L. S., & Utami, F. N. (2023). Pengaruh Kualitas Produk Dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan Roughneck 1991 Di Kota Bandung. Agustus, 10(4), 2541.
Piranda, D. R., Sinaga, D. Z., & Putri, E. E. (2022). Online Marketing Strategy In Facebook Marketplace As A Digital Marketing Tool. Journal of Humanities, Social Sciences and Business (JHSSB), 1(3), 1–8. https://doi.org/https://doi.org/10.55047/jhssb.v1i2.123
Shofa, I., & Deddy, N. (2019). Pertumbuhan Dan Strategi Pengembangan Ekonomi Kreatif Kota Malang. JURNAL PANGRIPTA, 1(1), 75–85.
Sugiyono. (2015). Metode Penelitian Kuantitatif Kualitatifdan R&D. Alfabeta.
Tjiptono, F. (2014). Pemasaran jasa : prinsip, penerapan, dan penelitian. Andi Offset.
Tjiptono Fandy, A. D. (2020). Pemasaran. Yogyakarta: Penerbit Andi.
