Product Service Research Articles

Pengaruh Kualitas Pelayanan, Kualitas Produk Dan Harga Terhadap Kepuasan Konsumen Warung Tepi Setu

This scientific research aims to analyze the influence of product quality, service quality and price on consumer satisfaction at Warung Tepi Setu (case study of consumers at Warung Tepi Setu, Jalan Citayam. Cipayung, Depok City). The data collection method used was a questionnaire with a sample size of 100 respondents who are consumers of Warung Tepi Setu. The analysis methods used are Validity Test, Reliability Test, Normality Test, Multicollinearity Test, Autocorrelation Test, Heteroscedasticity Test, Multiple Linear Regression Analysis, Partial Test (t), Simultaneous Test (F) and Coefficient of Determination Test (R2). The testing tool used is SPSS v.22. The results of research using the Partial Test (T) show that the variables of product quality, service quality and price partially influence consumer satisfaction. Through the Simultaneous Test (F), it shows that the variables product quality, service quality and price simultaneously influence consumer satisfaction. Meanwhile, the Coefficient of Determination Test (R2) shows that product quality, service quality and price have a 26.2% effect on consumer satisfaction. Keywords: Service Quality, Product Quality, Price, Consumer Satisfaction

Role of Two-Way Asymmetrical Communication in Sustaining Public Relations

Internet technology's worldwide success and adoption have provided organizations with direct access to their constituents and customers. Especially, organizations relying on online platforms provide comparatively better services and have strong relations with their clients. This research also focused on relevant phenomena in the United Arab Emirates banking sector organizations. The researchers employed a cross-sectional design and randomly selected a sample of n=400 individuals. Results revealed a significant impact of customer support services on providing product information (p>0.008) and service quality (p>0.000). Further, the effect of service quality on Artificial Intelligence also remained significant (p>0.000). Besides, Artificial Intelligence is also found significantly impact the Public Relations of Emirati banks (p>0.006). Finally, the mediating impact of communication skills on Artificial Intelligence and Public Relations remained significant (p>0.088). Moreover, the Artificial Neural Network (ANN) revealed the Sum of Square Values at 568.19, the Overall Relative Error value at 0.813, and the accuracy level at 18.7% (training). While, regarding the testing, the Sum of Square Values remained at 256.80 and the Average Overall Relative Error value remained at 0.861, indicating an overall accuracy of 13.9%. Thus, it is concluded that the importance of two-way communication can be determined because it helps determine and understand the customers' needs and demands. The more an organization understands its customers, the more it fulfills their expectations, indicating the importance of two-way communication. Finally, this research recommends more studies regarding AI-enabled Emotional Intelligence in other sectors to dig out in-depth results. Doi: 10.28991/ESJ-2024-08-03-020 Full Text: PDF

Pengaruh Kualitas Produk, Persepsi Harga, Dan Kualitas Pelayanan Terhadap Keputusan Pembelian Pada Kedai Kopi Konnichiwa

This study aims to assess the influence of product quality, price perception, and service quality both partially and simultaneously on purchasing decisions for Konnichiwa coffee. The research method utilizes a quantitative approach involving 130 samples selected intentionally (purposive sampling), while data collection is conducted through questionnaire distribution using the Google Form platform. Data processing involves assessing validity, reliability, T-tests, and F-tests. The analysis results indicate that product quality significantly influences purchasing decisions, with a significance level of 0.027. Meanwhile, perceptions of price and service quality also have a very significant influence on purchasing decisions, with a significance value of 0.000. Keywords: product quality; price perception; service quality; buying decision

The Role Of Customer Satisfaction As An Intervening Variable Mediating The Influence of Service Quality And Product Quality On Customer Loyalty

The Role Of Customer Satisfaction As An Intervening Variable Mediating The Influence of Service Quality And Product Quality On Customer Loyalty

Сутність поняття “туризм”, “турист” та “туристичний кластер”

The article is devoted to the study of the concept’s “tourist”, “tourism”, “tourist service”, “tourist product” and “tourist cluster”. The analysis of the legislation of Ukraine, which regulates tourist relations, was carried out, in particular, regarding the definition of the essence of the concepts “tourism”, “tourist”, “tourist product” and their comparison with the interpretation and understanding in economic thought and statistics. The main characteristics of a tourist have been clarified, namely: physical person; travel time – from 24 hours to 1 year; the purpose of the trip is not related to earning income. A distinction is made between tourist service and tourist product, the collision that arises with the interpretation of the concepts of “tourist product” and “tourist service” in various sciences is investigated. Approaches to understanding the concept of “tourism” as an economic phenomenon, a place of commercial enterprises and their classification into those that directly satisfy the needs of tourists and those that indirectly take part in satisfying these needs are defined. The expediency of determining the legal nature and subject composition of the tourist service, which affects the possible ways of protecting the violated rights of the tourist and the correct identification of the person who will be responsible for the improper provision of services, has been clarified: if it is a tourist service, the subject of responsibility will be the tour operator, if it is another service, the relevant entity providing this service (hotel, transport company, tour guide, etc.). The article examines the concept of “tourism” through the prism of clustering as the most comprehensive approach to understanding this term. It has been studied that the concept of “tourism” as a branch of the economy should be considered in the context of cluster associations of enterprises and other entities that provide services to tourists. The author’s interpretation of the concept of “tourist cluster” is proposed, namely: it is a territorial association of enterprises, research, production and financial companies and other business entities that have vertical and horizontal relationships with the aim of achieving economic and social effects and satisfaction needs of tourists.

The Influence of Product Diversification, Service Quality, and Risk Management of Islamic Banks on Money Market Stability in Indonesia

This study investigates the effect of Product Diversification, Risk Management, and Service Quality of Islamic banks on Money Market Stability in Indonesia. Using quantitative analysis based on Structural Equation Modeling with Partial Least Squares (SEM-PLS), data were collected through a survey of Islamic bank customers. The results reveal significant positive relationships between Product Diversification, Risk Management, Service Quality, and Money Market Stability. Product Diversification positively influences Service Quality and Risk Management, while Service Quality and Risk Management, in turn, positively impact Money Market Stability. The findings underscore the importance of adopting comprehensive strategies to enhance the stability of the money market in Indonesia's Islamic banking sector. These insights have implications for practitioners, policymakers, and researchers aiming to promote financial stability and inclusivity in Islamic finance.

Pengaruh Kualitas Pelayanan Dan Kualitas Produk Terhadap Kepuasan Konsumen Di Seblak Pasta Taman Siswa

This research aims to analyze the influence of service quality and product quality on consumer satisfaction at Seblak Pasta Taman Siswa. Service quality includes various aspects of interaction and service provided by staff to customers, while product quality is related to the taste, appearance and consistency of the seblak pasta served. The research method used was a survey with a questionnaire distributed to 120 respondents who were customers of Seblak Pasta Taman Siswa. The collected data was analyzed using multiple linear regression to determine the influence of the variables studied on consumer satisfaction. The research results show that both service quality and product quality significantly influence consumer satisfaction, with product quality having a stronger influence. These findings provide practical implications for the management of Seblak Pasta Taman Siswa to continue to improve service standards and product quality in order to increase customer satisfaction and maintain consumer loyalty.

Logistics service decision for e-commerce supply chain with fairness concern under uncertain environment

In this paper, we construct a two-echelon supply chain composed of an e-commerce platform and a manufacturer. We investigate the impact of manufacturer’s fairness concern (MFC) on e-commerce supply chain logistics service decisions under an uncertain environment. Given the uncertainty of the market environment, we depict unit cost of product and logistics service elasticity as uncertain variables. We construct four game-theoretical models, i.e. the manufacturer or the platform undertakes logistics service without and with considering the MFC, and compare the equilibrium solutions through numerical analysis. The results demonstrate that providing logistics services through an e-commerce platform increases the profits of all supply chain participants, regardless of whether the MFC is considered or not. Furthermore, we discover that the manufacturer will not always benefit from the MFC, the MFC can decrease the expected profits of supply chain participants. Interestingly, an increase in the level of environmental uncertainty does not necessarily imply a threat to the interests of supply chain participants. Under an uncertain environment, every supply chain participant needs to consider its fairness concern behavior and coordinate with logistics service strategies.

Quantium Consciousness Index and Quantium Noxious Index in Ketamine Subdose Administration Compared with Fentanyl and Midazolam in Postoperative ICU Patients: A Prospective, Observational Study.

In postoperative patients in the intensive care units (ICUs), not only analgesics are needed but also sedation so that the patient can remain calm during treatment, especially patients with mechanical ventilation. By using the measurement parameters of the quantum consciousness index (qCON) and quantum noxious index (qNOX) in measuring the depth of sedation and adequacy of analgesics, the use of subdose ketamine instead of fentanyl and midazolam as sedative, analgesic agents can be performed as a new alternative to nociceptive monitoring methods with more objective results. This study aims to obtain results of comparing qCON and qNOX in postoperative patients by administering subdose ketamine compared with a combination of fentanyl and midazolam in RSUP Haji Adam Malik Medan. A randomized clinical trial with a double-blind approach has been used in this study. A total of 44 experimental samples were gathered and randomly split into two groups after meeting the criteria for inclusion. Group A administered a ketamine subdose, whereas Group B administered a mixture of fentanyl and midazolam. The research data obtained were tested using Statistical Product and Science Service (SPSS). There were differences in the median, minimum, and maximum values of qCON and qNOX in the groups given subdose ketamine and fentanyl and midazolam, but these were not statistically significant (p > 0.05) at T0, T1, and T2. Administering a subdose of ketamine can provide sedation and analgesia comparable to fentanyl and midazolam. Masharto AR, Lubis AP, Bangun CG, Wahyuni AS. Quantium Consciousness Index and Quantium Noxious Index in Ketamine Subdose Administration Compared with Fentanyl and Midazolam in Postoperative ICU Patients: A Prospective, Observational Study. Indian J Crit Care Med 2024;28(6):581-586.

Impact of Service Quality and Product Quality on Customer Loyalty Through Customer Satisfaction on UMKM in the Field Kota Medan

Impact of Service Quality and Product Quality on Customer Loyalty Through Customer Satisfaction on UMKM in the Field Kota Medan

CUSTOMER SATISFACTION REGARDING HONDA BIKES

Customer satisfaction regarding Honda bikes is a critical aspect of assessing market performance and brand loyalty. In recent years, Honda has consistently strived to enhance customer satisfaction through various strategies encompassing product quality, after-sales service, and innovation. Key factors contributing to customer satisfaction include reliability, fuel efficiency, performance, and design aesthetics. Honda's commitment to research and development ensures the incorporation of cutting-edge technology, resulting in bikes that meet or exceed customer expectations. After-sales service plays a pivotal role in enhancing customer satisfaction, with Honda establishing a widespread network of service centers to address maintenance needs promptly. The availability of genuine spare parts further reinforces customer trust and satisfaction.Feedback mechanisms such as customer surveys and online reviews allow Honda to gauge satisfaction levels and identify areas for improvement continually. Incorporating customer feedback into product development processes enables Honda to tailor offerings to meet evolving consumer preferences effectively.Moreover, Honda's emphasis on sustainability and eco-friendliness resonates well with environmentally-conscious consumers, further bolstering satisfaction levels. Through a holistic approach encompassing product quality, service excellence, innovation, and sustainability, Honda consistently strives to foster high levels of customer satisfaction, thereby solidifying its position as a leading brand in the motorcycle industry. Keywords : Honda bikes,customer satisfaction,product quality, performance, reliability, design,affordability,after-sales service

The Influence of Service Quality and Product Quality of Livin Mandiri through Satisfaction Customers and its Impact on Customer Loyalty of Bank Mandiri KCP Tanjung Balai, North Sumatra Province

The aim of this research is to determine the quality of service and product quality of Livin Mandiri on customer loyalty through customer satisfaction at Bank Mandiri KCP Tanjung Balai North Sumatera Province. This research is quantitative empirical research using hypothesis research that examines the significant influence and direction of the direct and indirect relationship between the independent variables and the dependent variable through the intervening variable. Data in the research is primary data obtained from 100 sample people obtained using the Slovin formula from a 20.088 population. Based on statistical test results, it was found that livin mandiri service quality have a positive effect on customer loyalty but not significant. Product quality have a positive and significant effect on customer loyalty. Customer satisfaction is able to mediate the relationship between livin mandiri product quality and customer loyalty. Meanwhile, the relationship between Livin Mandiri’s service quality and customer loyalty cannot be mediated by customer satisfaction at Bank Mandiri KCP Tanjung Balai North Sumatera Province.

Factors Influencing on the Evaluation System of Cold Chain Logistics Services for Agricultural Products in Guangxi Province, The People’s Republic of China

The objectives of this study were: (1) To study the factors that affect the evaluation system of cold chain logistics services for agricultural products in Guangxi Province, the People’s Republic of China. (2) To study the relationships between influence factors and the evaluation system of cold chain logistics services for agricultural products in Guangxi Province, the People’s Republic of China. (3) To build a model of relationship between quality management and the evaluation system of cold chain logistics services and propose suggestion for improving the evaluation system of cold chain logistics services for agricultural products in Guangxi Province, the People’s Republic of China. The study employed a mixed research methodology. In the quantitative analysis section, a questionnaire survey was conducted using simple random sampling. In the qualitative part of the analysis, in-depth interviews were conducted with eight senior managers from agricultural production departments, logistics management companies, fresh agricultural product sales companies, hotels, and government departments. The data analysis utilized statistics including frequency, percentage, mean, standard deviation, and structural equation model. Major Findings: the factors influencing the evaluation system of cold chain logistics services for agricultural products in Guangxi Province were examined. The identified influencing factors included agricultural product cold chain logistics quality management, logistics environment, and transportation efficiency. It was found that agricultural product cold chain logistics quality management has a significant positive impact on the logistics environment, transportation efficiency, and agricultural product cold chain logistics service evaluation system. At the same time, the logistics environment and transportation efficiency have a significant positive impact on the agricultural product cold chain logistics service evaluation system. This study presents the issues with the development of the cold chain logistics service evaluation system for agricultural products in Guangxi, along with countermeasures and suggestions for improvement.(1)Full utilization of existing resources to promote industrialization and modernization of fresh agricultural product logistics; (2) Development of a systematic agricultural product cold chain logistics system to support the agricultural product industry; (3)Strengthening the construction of cold chain supply chains for urban and rural agricultural products; (4)Expediting the introduction of energy-efficient and environmentally sustainable long- and short-distance cold chain transport vehicles; (5)The application of information technology is To be encouraged with a view to enhancing the efficiency and transparency of cold chain logistics.

Perancangan Strategi Pemasaran pada Coffee Shop dengan Metode SWOT dan QSPM

Marketing strategies in cafés are essential to attract and retain customers. This can be done through the use of social media and influencers, as well as ensuring product quality, service, and speed. Ruang Warga is a café in Jombang district. The implementation of inappropriate marketing strategies during the pandemic has made it difficult for Ruang Warga café to survive in today's business competition. Judging from January to May, visitor data is not stable and has even decreased with 1731 visitors in February. The purpose of this study is to implement a product marketing strategy using the SWOT and QSPM methods. This research uses SWOT and QSPM methods which are useful for knowing internal and external factors that can affect product sales. Then with the proposed improvements to increase consumer attractiveness to face market competition. The results of the SWOT analysis obtained three alternative strategies with the QSPM matrix to determine the strategic priority ranking. With the results of TAS 6.81, namely by prioritizing and developing marketing through social media by reaching a wider target market and making it easier to increase cafe branding. By prioritizing and developing marketing through social media, it can reach a wider target market and make it easier to increase cafe branding.

Optimization of Indonesian Pineapple Exports to Japan by Utilizing The Indonesia – Japan Economic Partnership Agreement (IJEPA)

This study discusses the optimization of Indonesia's pineapple exports to Japan by leveraging the Indonesia-Japan Economic Partnership Agreement (IJEPA). Although Indonesia is the world's second-largest pineapple producer and Japan is one of the largest pineapple importers, Indonesia's pineapple exports to Japan are still ranked sixth, below five other competing countries. This research aims to identify factors that can enhance the effectiveness of utilizing the IJEPA in Indonesia's pineapple exports to Japan. This study employs a quantitative method by applying RCA analysis to measure comparative advantages in pineapple production, ECI analysis to evaluate export competitiveness based on product quality, price, services, marketing, production efficiency, and ease of doing business, and EPD analysis to evaluate export product performance based on market share position. The results of this research are expected to provide a deeper understanding of the utilization of the IJEPA so that exporters can optimize Indonesia's pineapple export volume to Japan. Additionally, it is hoped that Indonesian businesses can effectively utilize this agreement and achieve greater success in entering the Japanese pineapple market..

Strategi Marketing Public Relations Auto2000

The business competition in the current era of digitalization is increasingly fierce, so companies need to adapt and are required to have good and innovative strategies. This research aims to analyze and describe the sustainability of Marketing Public Relations strategies at Auto2000 PT. Astra International Tbk. The theory used in this study is the Marketing Public Relations theory proposed by Kotler & Armstrong, which includes 9 tools of Marketing Public Relations: Publications, Events, Identity Media, News, Speeches, Public Service Activities, Sponsorship, Press Relations, and Product and Brand Publicity. This study uses a qualitative descriptive method, which is a problem-solving procedure investigated by describing the state of the research object based on existing facts. The data collection method employed was through interviews. The Publications involved creating persuasive, informative, and educational content to attract customers using social media. The Events activities included organizing a series of events aimed at introducing new products and sustaining various campaigns to increase brand awareness. For Identity Media, Auto2000 emphasized the characteristics of the logo and the use of dominant colors for each published content. In the News activities, Auto2000 utilized the website and made efforts to obtain organic news from mass media. For Speeches, a company spokesperson was appointed to deliver credible information and clarify issues. The Public Service Activities involved social initiatives as a form of responsive services and social assistance. Sponsorships supported events relevant to the company. Press Relations efforts were made to build good relationships with the media. For Product and Brand Publicity, Auto2000 ensured the quality of services and products, complemented by high publicity.

The Influence Of Perceived Product Quality, Perceived Marketing Quality And Social Media Marketing On Consumer Buying Interest

This research was conducted with the aim of finding out how much influence product quality, service quality and social media marketing have on consumer buying interest at the Batik Gallery of the East Java Province Cooperative and SME Service, partially and simultaneously and how much influence they have. This research data was obtained from primary data through interviews and distributing questionnaires to consumers who had purchased products at the Batik Gallery of the East Java Province UKM Service. In this study, researchers used the Lemeshow formula to obtain the population size and obtained 96 data samples for processing. In this research the author used quantitative descriptive methods. The analysis used is multiple linear regression analysis, t test, F test, classical assumption test, and coefficient of determination test using the SPSS version 23 application. The questionnaire in this research has also passed the validity and reliability testing stage. The results of the partial test (t-test) between the product quality variable (X1) and purchasing interest (Y), can be concluded that the product quality variables (X1) and (Y) have no partial influence. The service quality and social media marketing variables have a partial influence. Meanwhile, the results of simultaneous testing (F-test) can be concluded that there is a significant simultaneous influence between the variables product quality (X1), service quality (X2) and social media marketing (X3) on consumer buying interest (Y).

Classic Performing Arts Supply Chain Modeling in Covid 19 Protocol to Support D.I Yogyakarta Cultural Tourism Using Soft System Methodology

The performing arts are a unique and complex industry. To enjoy performing arts products, a customer must come to the rooms where the performance takes place. Performance products can be categorized as service products that do not have a physical form. Every performing arts performance always involves many works of art with a high level of coordination. The flow of materials and information (supply chain) moves very quickly within the limitations of space and time. Because the success of performing arts is influenced by many factors and actors, a performing arts manager must be able to manage the performing arts supply chain well.The Corona Virus Disease 19 (Covid-19) pandemic which has hit almost all corners of the world has formed new patterns of human behavior in working and interacting. Likewise, organizing and enjoying performing arts will look different compared to before the Covid-19 outbreak. The implementation of health protocols is needed to minimize the spread of the virus which has infected more than 13.2 billion people throughout the world.The performing arts supply chain policy model in the Covid-19 protocol to support cultural tourism in D.I Yogyakarta can be implemented by following the Joint Decree Guidelines of the Minister of Education and the Minister of Tourism and Economy dated 02 July 2020. Each actor must pay attention to the technical guidelines for preventing and controlling corona virus disease 2019. Each actor guarantees the hygiene of their respective performing arts equipment. Each actor maintains the form and duration of physical contact and pays attention to health protocols in activities throughout the performing arts supply chain. The performing arts model during the pandemic is realized in regulations that are in accordance with the technical guidelines for preventing and controlling the 2019 corona virus disease.

THE FACTORS OF CUSTOMER EXPERIENCE THAT AFFECT LOYALTY AT NOVOTEL HANOI THAI HA HOTEL, VIETNAM

Customer experience is gradually becoming important in improving the efficiency of hotel business operations because it contributes to attracting, retaining customers and increasing loyalty to the hotel. Loyalty plays an important role in creating a competitive advantage and increasing hotel brand value. Therefore, this research has built a model to evaluate experiential factors that affect customer loyalty at Novotel Hanoi Thai Ha Hotel. This research uses secondary data collection methods and expert interviews to determine the evaluation model. The method of surveying customers using questionnaires to collect opinions on the effect of their experiences when using the service has contributed to increasing their loyalty to the hotel. These data were processed quantitatively using SPSS 25.0 software to test Cronbach's Alpha reliability and EFA exploratory factor analysis. Pearson correlation and linear regression analysis show that the factors of customers' experience at Novotel Hanoi Thai Ha Hotel, such as service product, quality service, service price, brand image, service space, customer loyalty program and customer care are all positively affect their loyalty. Among them, service product factors have the strongest effect, and customer care has the least effect on loyalty. This research is the scientific basis for hotels to refer to when proposing solutions to improve customer experience and increase loyalty. At the same time, the established model can also be applied to studies on the effect of experience on customer loyalty in hotel businesses.<p> </p><p><strong> Article visualizations:</strong></p><p><img src="/-counters-/soc/0771/a.php" alt="Hit counter" /></p>

The Influence Of Service Quality, Product Quality, And Brand Image On Purchasing Decisions

This study aims to determine the effect of Service Quality, Product Quality, and Brand Image on Purchasing Decisions of Nako Kebon Jati Coffee. The number of samples is 385 respondents. The sampling method used is purposive sampling. The data analysis method used is Multiple Regression Analysis to find out whether service quality, product quality, and brand image can influence purchasing decisions on Kebon Jati Nako coffee. Data Processing Using the Statistical Package for the Social Science (SPSS). From the research results, the following data were obtained: (1) Service quality has a positive and significant effect on purchasing decisions for Kebon Jati Nako coffee. (2) Product quality has a positive and significant effect on purchasing decisions for Kebon Jati Nako Coffee. (3) Brand Image has a positive and significant effect on Purchasing Decisions. (4) Service Quality, Product Quality, and Brand Image simultaneously have a positive and significant effect on Purchasing Decisions. Keywords: Service Quality, Brand Quality, Brand Image, Purchasing Decision