THE INFLUENCE OF PRICE, SERVICE QUALITY AND CUSTOMER SATISFACTION ON CUSTOMER LOYALTY OF PT. PUTRA PELANGI PERKASA TAJUR BOGOR
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Imanda Hanipah(1*)
Department of Management, Faculty of Economics and Business, University of Djuanda
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Ismartaya Ismartaya(2)
Department of Management, Faculty of Economics and Business, University of Djuanda
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Endang Silaningsih(3)
Department of Management, Faculty of Economics and Business, University of Djuanda
(*) Corresponding Author
Keywords:
Price, Customer Satisfaction, Customer Loyalty, Service Quality
Abstract
This study aimed to investigate the influence of customer satisfaction, service quality, and price on customer loyalty. This quantitative study surveyed one hundred people with a non-probability sample procedure grounded in purposive sampling. This study discovered a significant positive correlation between competitive price, high-quality service, and customer satisfaction and consumer loyalty. To optimize profit amidst competitive market dynamics, enhance customer loyalty, and successfully manage risk, firms must possess a comprehensive understanding of these three factors, as concluded.
Keywords: Price; Service Quality; Customer Satisfaction; Customer Loyalty
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References
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https://doi.org/10.9734/ajeba/2024/v24i21216
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Willyanto, A., Sajidin, A., & Perwito. (2021). Pengaruh Kualitas Pelayanan Dan Kepuasan Pelanggan Terhadap Loyalitas Pelanggan Ka Lokal Bandung Raya. Jurnal Ilmiah MEA (Manajemen, Ekonomi, Dan Akuntansi), 5(2), 1653–1664.
Aprileny, I., & Apri Emarawati, J. (2019). Pengaruh Kualitas Pelayanan, Harga dan Kepuasan Konsumen terhadap Loyalitas Pelanggan di Tip Top Swalayan Pondok Bambu. Jurnal Akuntansi Dan Manajemen, 16(02), 237–254. https://doi.org/10.36406/jam.v16i02.246
Ariyanto, A., Ivantan, I., & Purwanti, P. (2022). Pengaruh Kualitas Produk dan Harga terhadap Kepuasan Konsumen Yang Berdampak pada Loyalitas Pelanggan Pemakai Paket Data Internet Indosat Ooredoo (Studi Pada Mahasiswa Prodi Manajemen S-1 Universitas Pamulang). Ekonomis: Journal of Economics and Business, 6(2), 668. https://doi.org/10.33087/ekonomis.v6i2.623
Chesnokova, A. V., Radina, O. I., & Serdyuk, R. I. (2014). Consumer Loyalty as a Factor of Establishing the Competitive Advantages in a Company under the Market Conditions. Asian Social Science, 10(23), 255–260.
https://doi.org/10.5539/ass.v10n23p255
Ghozali, I. (2018). Aplikasi Analisis Multivariate dengan Program IBM SPSS 25. Badan Penerbit Universitas Diponegoro.
Herawaty, M. T., Aprilia., Rahman, A., Rohiman, L., Taruna, H. I., Styaningrum, E. D., & Suleman, D. (2022). The Influence of Service Quality and Price on Alfamart Customer Loyalty with Customer Satisfaction as Mediation Variables. International Journal of Social and Management Studies (IJOSMAS), 3(2), 246–257. https://doi.org/10.9734/ajeba/2024/v24i21216
Kotler, Keller, K. L., Brady, M., Victor Goodman, M. R., & Hansen, T. (2019). Marketing management 4th European edition. In Pearson Eduaction Limited (Vol. 13, Issue 3).
M. Muaddib Q., & Mahyarni, M. R. (2023). Pengaruh Kualitas Produk dan Pelayanan Terhadap Loyalitas Nasabah Melalui Kepuasan Nasabah Sebagai Variabel Intervening Pada Koperasi Syariah BMT Al-Ittihad Pekanbaru. Jurnal Bisnis Kompetif, 2(1), 31–39.
Mety, T. H., Aprilia, Aan, R., Luthfia, R., Helmy, I. T., Etik D. S. (2022). The Influence of Service Quality and Price on Alfamart Customer Loyalty with Customer Satisfaction as Mediation Variables. International Journal of Social and Management Studies (IJOSMAS), 3(2), 246–257.
https://doi.org/10.9734/ajeba/2024/v24i21216
Ningrum, Y. W., & Dwiridotjahjono, J. (2021). Pengaruh Kualitas Pelayanan Terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan Sebagai Variabel Intervening Pada Pengguna Jasa Pengiriman Paket Pada J&T Express DP Sugio Lamongan. Jurnal Ilmiah Akuntansi Dan Keuangan, 04(02), 511–523.
Popon, S., Jajang, B., Arlin, F. M. T., Pranajaya, E., Susetyo, D. P., & Firmansyah, D. (2023). Consumer Loyalty: Service Quality and Emotional Satisfaction. Economics and Digital Business Review, 4(2), 59–72.
https://ojs.stieamkop.ac.id/index.php/ecotal/article/view/463/282
Ritonga, W. (2020). Pemasaran (Y. B. Kusuma (ed.)). PT. Muara Karya.
Sugiyono. (2020). Metode Penelitian Kuantitatif, Kualitatif, Dan R&D. Alfabeta.
Sugiyono. (2022). Metode Penelitian Kuantitatif, Kualitatif dan R&D. Alfabeta.
Srisusilawati, P., Burhanudin, J., Trenggana, A. F. M., Anto, M. A., Kusuma, G. P. E., Rahmasari, L. F., Suharyati., Mulyani., Ariyani, N., Hadi, P., Manggabarani, A. S., Lestari, F. P., Irawati, N., Octaviani, L. K., Bakar, R. M., Musafir., & Dewi, I. C. (2023). Loyalitas Pelanggan. Bandung: Widina.
Tjiptono, F. (2019). Pemasaran Jasa (Prinsip, Penerapan, Penelitian) (A. Diana (ed.)). ANDI.
Wijaya, F., & Dwita, V. (2024). Examining the Determinants of Customer Loyalty in the Fitness Industry: The Mediating Effect of Satisfaction. Marketing Management Studies, 4(3), 264–277. https://doi.org/10.24036/mms.v4i3.529
Willyanto, A., Sajidin, A., & Perwito. (2021). Pengaruh Kualitas Pelayanan Dan Kepuasan Pelanggan Terhadap Loyalitas Pelanggan Ka Lokal Bandung Raya. Jurnal Ilmiah MEA (Manajemen, Ekonomi, Dan Akuntansi), 5(2), 1653–1664.
Published
2025-11-02
How to Cite
Hanipah, I., Ismartaya, I., & Silaningsih, E. (2025). THE INFLUENCE OF PRICE, SERVICE QUALITY AND CUSTOMER SATISFACTION ON CUSTOMER LOYALTY OF PT. PUTRA PELANGI PERKASA TAJUR BOGOR. Journal of Management : Small and Medium Enterprises (SMEs), 18(3), 1737-1746. https://doi.org/10.35508/jom.v18i3.21528
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Articles
