The Influence of Digipos Aja Application Product Quality, Price, and Promotion on Customer Satisfaction in Makassar City

Ismu Widodo(1*), Edi Witjara(2), Siska Noviarisanti(3), Muhammad Luthfi Siraj(4),

(1) Telkom University
(2) Telkom University
(3) Telkom University
(4) Universitas Negeri Makassar
(*) Corresponding Author




DOI: https://doi.org/10.26858/ja.v10i2.54724

Abstract


Digipos Aja Telkomsel, in carrying out digital transformation, also makes innovations in the digital world, one of which is creating Digipos Aja. Based on Telkomsel's internal data for 2021, there are 532,538 Digipos Aja Telkomsel registrations. This study explores Digipos Aja application product quality, prices, and promotions impact on consumer satisfaction in Makassar City. Methodology, This study employs correlational research that utilizes statistical correlations to describe and measure the relationship between two or more variables with multiple regression method. Finding: This study suggests that all variables have valid values. While the results of hypothesis testing show that partially each variable has a significant influence and simultaneously the variable quality of the Digipos Aja application product, price, and promotion on consumer satisfaction in Makassar City. Which means that the three X variables have a significant influence to variable Y. Conclusion: Product quality, price, and promotion simultaneously affects consumer satisfaction in Makassar City and all of them are statistically significant. The higher quality level of  Digipos Aja product subsequently elevate consumer confidence level towards the product. Additionally, with high level of trust for Digipos Aja products, therefore consumers are able to select and create purchasing decisions for these products.


Keywords


Product Quality, Price, Promotion, Consumer Satisfaction.

Full Text:

PDF

References


Afnina, & Hastuti, Y. (2018). Effect of product quality on customer satisfaction. Ocean Journal of Economics and Business, 9(1).

Akbar, M. F. (2020). The Influence of Product Quality and Price on Purchasing Decisions at Mitraindo South Tangerang Online Shop. Jurnal Ad’ministrare, 6(2), 237–248.

Arikunto, S. (2010). Metode peneltian. Jakarta: Rineka Cipta.

Ariyanto, A. (2020). The Influence of Price and Service Quality on Customer Satisfaction at PT Sarana Estate. Jurnal Ad’ministrare, 6(2), 217–228.

Bakir, M., & Atalik, Ö. (2021). Application of fuzzy ahp and fuzzy marcos approach for the evaluation of e-service quality in the airline industry. Decision Making: Applications in Management and Engineering, 4(1). https://doi.org/10.31181/dmame2104127b

Dash, G., Kiefer, K., & Paul, J. (2021). Marketing-to-Millennials: Marketing 4.0, customer satisfaction and purchase intention. Journal of Business Research, 122. https://doi.org/10.1016/j.jbusres.2020.10.016

Do, T. D., Pham, H. A. T., Thalassinos, E. I., & Le, H. A. (2022). The Impact of Digital Transformation on Performance: Evidence from Vietnamese Commercial Banks. International Journal of Advanced Computer Science and Applications.

Eka, P. D. (2019). The Influence of Product Innovation and Product Quality on Consumer Purchase Interest in PT. Alfasindo Metal in Jakarta. Jurnal Ad’ministrare, 6(2), 197–206.

Fang-Ming, H. S. U., Chen, T.-Y., Fan, C.-T., Lin, C.-M., & Chiu, C.-M. (2015). Factors affecting the satisfaction of an online community for archive management in Taiwan. Program.

Granero, L. M. (2019). Strategic product variety and quality choice. Economics Letters, 182, 10–14. https://doi.org/https://doi.org/10.1016/j.econlet.2019.05.033

Griva, A. (2022). “I can get no e-satisfaction”. What analytics say? Evidence using satisfaction data from e-commerce. Journal of Retailing and Consumer Services, 66, 102954. https://doi.org/https://doi.org/10.1016/j.jretconser.2022.102954

Hoendervanger, J. G., Van Yperen, N. W., Mobach, M. P., & Albers, C. J. (2019). Perceived fit in activity-based work environments and its impact on satisfaction and performance. Journal of Environmental Psychology, 65, 101339. https://doi.org/https://doi.org/10.1016/j.jenvp.2019.101339

Islam, T., Islam, R., Pitafi, A. H., Xiaobei, L., Rehmani, M., Irfan, M., & Mubarak, M. S. (2021). The impact of corporate social responsibility on customer loyalty: The mediating role of corporate reputation, customer satisfaction, and trust. Sustainable Production and Consumption, 25. https://doi.org/10.1016/j.spc.2020.07.019

Keshavarz, Y., & Jamshidi, D. (2018). Service quality evaluation and the mediating role of perceived value and customer satisfaction in customer loyalty. International Journal of Tourism Cities, 4 (2), 220–244.

Khairusy, M. A., Hurriyati, R., Dirgantari, P. D., & Suprayogi, Y. (2021). The Correlation of Value Chain, Service Quality, and Web Quality on Consumer Satisfaction. Jurnal Ad’ministrare, 8(2), 347–358.

Kotler, P., & Keller, K. L. (2012). Marketing Management (15th Edit). Pearson Prentice Hall, Inc.

Kumalasari, R. A. D., Permanasari, K. I., Karismariyanti, M., & Munandar, D. (2022). Mobile Banking: System Quality, Information Quality, Service Quality, Customer Satisfaction and Loyalty. Jurnal Ad’ministrare, 9(1), 141–148.

Loke, Siew-Phaik, Taiwo, A. A., Salim, H. M., & Downe, A. G. (2011). Service Quality and Customer Satisfaction in a Relecommunication Service Provider. International Conferences on Financial Management and Economics, 11.

McCleod Jr, R., & Schell, G. P. (2007). Management Information Systems.

Mustak, M., Salminen, J., Plé, L., & Wirtz, J. (2021). Artificial intelligence in marketing: Topic modeling, scientometric analysis, and research agenda. Journal of Business Research, 124. https://doi.org/10.1016/j.jbusres.2020.10.044

Prasetyo, Y. T., Tanto, H., Mariyanto, M., Hanjaya, C., Young, M. N., Persada, S. F., Miraja, B. A., & Redi, A. A. N. P. (2021). Factors affecting customer satisfaction and loyalty in online food delivery service during the COVID-19 pandemic: Its relation with open innovation. Journal of Open Innovation: Technology, Market, and Complexity, 7(1). https://doi.org/10.3390/joitmc7010076

Sadigh, A. N., Asgari, T., & Rabiei, M. (2021). Digital Transformation in the Value Chain Disruption of Banking Services. Journal of the Knowledge Economy, 13.

Saidani, B., & Arifin, S. (2012). The Influence of Product Quality and Service Quality on Consumer Satisfaction and Purchase Intention at Ranch Market. Indonesian Science Management Research Journal (JRMSI), 3(1).

Sugiyono. (2013). Metode Penelitian Pendidikan Pendekatan Kuantitaif, Kualitatif, dan R&DSugiyono. 2013. “Metode Penelitian Pendidikan Pendekatan Kuantitaif, Kualitatif, dan R&D.” Metode Penelitian Pendidikan Pendekatan Kuantitaif, Kualitatif, dan R&D. https://doi.org/10.1. Metode Penelitian Pendidikan Pendekatan Kuantitaif, Kualitatif, Dan R&D.

Susanti, N., & Jasmani, J. (2020). The Influence of Product Quality and Service Quality on Customer Satisfaction at Mitra 10 in Depok. Jurnal Office, 5(2), 75–84.

Uzir, M. U. H., Al Halbusi, H., Thurasamy, R., Thiam Hock, R. L., Aljaberi, M. A., Hasan, N., & Hamid, M. (2021). The effects of service quality, perceived value and trust in home delivery service personnel on customer satisfaction: Evidence from a developing country. Journal of Retailing and Consumer Services, 63. https://doi.org/10.1016/j.jretconser.2021.102721

Winasis, S. (2020). Impact of digital transformation on employee engagement influenced by work stress on Indonesian private banking sector. Proceedings of the International Conference on Industrial Engineering and Operations Management.


Article Metrics

Abstract view : 134 times | PDF view : 12 times

Refbacks

  • There are currently no refbacks.


Copyright (c) 2023 Ismu Widodo, Edi Witjara, Siska Noviarisanti, Muhammad Luthfi Siraj

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