Influence of Service Quality and Marketing Mix on Customer Satisfaction at PT BPR Pijer Podi Kekelengen Simpang Selayang

  • Micael Andepa Pinem Universitas Sumatera Utara, Medan
  • Sugih Arto Pujangkoro Universitas Sumatera Utara, Medan
  • Beby Karina Fawzeea Fawzeea Sembiring Universitas Sumatera Utara, Medan
DOI: https://doi.org/10.31538/iijse.v7i3.5321
Keywords: Service Quality, Marketing Mix, Customer Satisfaction

Abstract

Organizations must be able to predict customer needs and desires in the future accurately, so banks can develop innovative products and strategies. This research consists of Service Quality and Marketing Mix influencing Customer Satisfaction at BPR Pijer Podi Kekelengen Simpang Selayang Branch. The sample in this study was 376 savings customers of BPR Pijer Podi Kekelengen Simpang Selayang Branch Office. The analysis in this research is multiple linear regression. The partial and simultaneous research results show that the variables of Service Quality and Marketing Mix positively and significantly affect Customer Satisfaction at BPR Pijer Podi Kekelengen Simpang Selayang.

Downloads

Download data is not yet available.

References

Buchari Alma. (2019). Marketing Management. Alphabeta, Bandung

Budiyah, F., & Putra, H. P. A. (2020). The Influence of Service Quality on Customer Satisfaction in Pd. BPR-BKK Purwokerto. Surakarta Accounting Review, 2(2), 40-43.

Deliyanti Oentoro (2019) Modern Marketing Management. Yogyakarta: LaksBang. PRESSindo.

Fandy Tjiptono and Gregorius Chandra. (2019). Service, Quality & Satisfaction. Yogyakarta. Andy.

Halim, F., Kurniullah, A. Z., Butarbutar, M., Efendi, E., Sudarso, A., Purba, B., & Novela, V. (2021). Services Marketing Management. We Write Foundation.

Jeany, J., & Siagian, M. S. (2020). The Influence of Service Quality and Customer Satisfaction on Customer Loyalty at Bpr Artha Prima Perkasa. JMBI UNSRAT (Scientific Journal of Business Management and Innovation, Sam Ratulangi University)., 7(2).

Kotler, Philip and Kevin Lane Keller. (2019). Marketing Management. Translation: Bob Sabran, MM. Jakarta: Erlangga.

Linardo, M. (2019). Marketing Management. Cikudanews.Lupiyoadi,

Rambat. (2019). Services Marketing Management. Ninth Edition. Salemba. Four: Jakarta.

Rumiyati, R., & Syafarudin, A. (2021). The influence of service quality, marketing mix, on bank customer satisfaction in the Covid-19 era. Insight Management Journal, 1(2), 32-42.

Musfar, (2020). Marketing Management Textbook: Marketing Mix as Basic Material in Marketing Management. Indonesian Science Media.

Oentoro, Deliyanti. (2019). Modern Marketing Management. Yogyakarta: Laksbang Pressindo.

Sunarsi, D. (2020). The Influence of Marketing Mix and Service Quality on Consumer Satisfaction at the Giant Dept Store BSD Tangerang Branch. E-Mabis: Journal of Management and Business Economics, 21(1), 7-13.

Sudarso, A., Chandra, E., Manullang, S. O., Purba, B., Simarmata, H. M. P., Butarbutar, M., & Gandasari, D. (2021). Business Ethics: Principles and Relevance. We Write Foundation.

Sunarsi, D. (2020). The Influence of Marketing Mix and Service Quality on Consumer Satisfaction at the Giant Dept Store BSD Tangerang Branch. E-Mabis: Journal of Management and Business Economics, 21(1), 7-13.

Suryani, T. (2019). Bank Strategic Marketing Management in the Global Era. Prenada Media.

Suwanti, R., Basalamah, S., & Kamase, J. (2021). The Influence of the Marketing Mix on Customers' Decisions to Have Britama Savings at the Sub-Branch Office of Bank Rakyat Indonesia Slamet Riyadi Makassar. Journal of Management Science (JMS), 2(1), 145-158.

Swastha, B., & Handoko, T. H. (2019). Marketing Management. Tenth Edition. Eighth Printing. Jakarta: Liberty Publishers.

Tjiptono, F. (2019). Services Marketing, Principles, Applications, and Research. Yogyakarta: Andi.

Vencataya, L., Pudaruth, S., Juwaheer, R., Dirpal, G., & Sumodhee, N. (2019). Assessing The Impact Of Service Quality Dimensions On Customer Satisfaction In Commercial Banks Of Mauritius. Studies in Business and Economics, 14(1), 259-270.

Waluyo, D. (2020). The Influence of Service Quality on Loyalty in PD. BPR Bank Pasar Kebumen. Hummancy Journal (Humanities, Management, Accounting), 3(1), 35-40.

Published
2024-07-05
How to Cite
Pinem, M., Pujangkoro, S., & Sembiring, B. K. F. (2024). Influence of Service Quality and Marketing Mix on Customer Satisfaction at PT BPR Pijer Podi Kekelengen Simpang Selayang. Indonesian Interdisciplinary Journal of Sharia Economics (IIJSE), 7(3), 4326-4337. https://doi.org/10.31538/iijse.v7i3.5321
Issue
Vol 7 No 3 (2024): Sharia Economics
Section
Articles

Copyright (c) 2024 Micael Andepa Pinem, Sugih Arto Pujangkoro, Beby Karina Fawzeea Fawzeea Sembiring

Creative Commons License

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

Authors who publish with this journal agree to the following terms:

      • Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License that allows others to share the work with an acknowledgment of the work's authorship and initial publication in this journal.
      • Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgment of its initial publication in this journal.
      • Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work.