The Effect of Product Quality and Service Quality on Consumer Satisfaction Mediated by Mixue Product Purchase Decisions

Authors

  • Nova Anggela Universitas Bina Darma
  • Sulaiman Helmi Universitas Bina Darma
  • Heriyanto Universitas Bina Darma
  • Irwan Septayuda Universitas Bina Darma

DOI:

https://doi.org/10.61194/ijmb.v2i4.257

Keywords:

Consumer Satifaction, Product Quality, Service Quality, Mixue Products

Abstract

With the large spread of Mixue outlets in Palembang, several problems have arisen, such as product quality and service quality that are felt different and not good. This study aims to analyze the influence of product quality and service quality on consumer satisfaction mediated by the decision to purchase Mixue products. This study uses a quantitative method by distributing questionnaires to 100 respondents who bought Mixue in Palembang. The sample used was an ingenious sampling technique (unintentional/accidental sampling). Data analysis uses the help of SmartPLS 4 by evaluating the measurement model (another model), structural model (inner model), and hypothesis testing. The results of the study show that product quality has a significant influence on the purchase decision of Mixue products, product quality has a significant effect on Mixue consumer satisfaction, service quality has a significant influence on the purchase decision of Mixue products, service quality has a negative and insignificant effect on consumer satisfaction. Purchase decisions have a significant effect on consumer satisfaction with Mixue products.

References

Angelia, D. (2022b). Indonesia is the most boba-loving country in Southeast Asia. GoodStats.

Annisa, N., Husnurrofiq, H., & Kadir, A. (2023). Analysis of the Influence of Service Quality on Customer Satisfaction at Caffe Koma Banjarmasin. Scientific Journal of Sharia Banking Students (JIMPA), 3(2), 297–314. https://doi.org/10.36908/jimpa.v3i2.226 DOI: https://doi.org/10.36908/jimpa.v3i2.226

Arianto, N., & Octavia, B. D. A. (2021). The Influence of Service Quality and Distribution on Purchase Decisions. Journal of Business Disruption, 4(2), 98. https://doi.org/10.32493/drb.v4i2.9867 DOI: https://doi.org/10.32493/drb.v4i2.9867

Badrus Sholeh, & Wusko, A. U. (2023). The Influence of Word Of Mouth, Taste and Product Quality on Consumer Purchase Decisions of Mixue Ice Cream & Tea ( Survey on Mixue Ice Cream & Consumers Tea in Pandaan). ATRABIS Journal of Business Administration (e-Journal), 9(2), 190–200. https://doi.org/10.38204/atrabis.v9i2.1483 DOI: https://doi.org/10.38204/atrabis.v9i2.1483

Edison, E., Kartika, T., & Azhari, R. (2020). Analysis of Service and Product Quality on Purchase Decisions (Issue July).

Ernawati, D. (2019). THE INFLUENCE OF PRODUCT QUALITY, PRODUCT INNOVATION AND PROMOTION ON THE PURCHASE DECISION OF HI JACK SANDALS BANDUNG PRODUCTS. JWM (Journal of Management Insights), 7(1), 17. https://doi.org/10.20527/jwm.v7i1.173 DOI: https://doi.org/10.20527/jwm.v7i1.173

Fauzi, A. V., Lukitaningsih, A., & Hutami, L. T. H. (2023). The Influence of Product Quality and Brand Image on Consumer Satisfaction Through Purchase Decisions as an Intervening Variable. J-MAS (Journal of Management and Science), 8(1), 426. https://doi.org/10.33087/jmas.v8i1.750 DOI: https://doi.org/10.33087/jmas.v8i1.750

Fiani, D., & Novitasari, D. (2022). THE MEDIATING ROLE OF PURCHASE DECISIONS ON PRODUCT QUALITY, TRUST AND CONSUMER SATISFACTION OF THE SHOPEE APPLICATION. Journal of Accounting and Business Research Indonesia, 2(4). https://doi.org/10.32477/jrabi.v2i4.609 DOI: https://doi.org/10.32477/jrabi.v2i4.609

Gunawan, I., Dwikotjo Sri Sumantyo, F., & Ali, H. (2023). The Effect of Product Quality, Price and Place Atmosphere on Consumer Satisfaction in WR. Gado-Gado Maya. Journal of Communication and Social Sciences, 1(1), 1–17. https://doi.org/10.38035/jkis.v1i1.114 DOI: https://doi.org/10.38035/jkis.v1i1.114

Hakim, L. N. (2021a). Effect of Product Quality and Service Quality on Customer Loyalty with Customer Satisfaction as an Intervenning Variables (Case Study on the Tirta Jasa Lampung Selatan Regional Company (PDAM)). Economit Journal: Scientific Journal of Accountancy, Management and Finance, 1(1), 48–56. https://doi.org/10.33258/economit.v1i1.374

Hakim, L. N. (2021b). Effect of Product Quality and Service Quality on Customer Loyalty with Customer Satisfaction as an Intervenning Variables (Case Study on the Tirta Jasa Lampung Selatan Regional Company (PDAM)). Economit Journal: Scientific Journal of Accountancy, Management and Finance, 1(1), 48–56. https://doi.org/10.33258/economit.v1i1.374 DOI: https://doi.org/10.33258/economit.v1i1.374

Helmi, S., Sesotya, W. R., & Pranata, A. (2024). The Effects of Perceived Ease of Use, Perceived Usefulness, Attitude, and Trust on Fintech Adoption in MSMEs (pp. 101–109). https://doi.org/10.2991/978-94-6463-402-0_12 DOI: https://doi.org/10.2991/978-94-6463-402-0_12

Herman Djaya, Moh. (2023). The Influence of Product Quality and Product Promotion on Purchase Decisions. Abhakte Journal of Community Service, 1(2), 16–24. https://doi.org/10.24929/abhakte.v1i2.3053 DOI: https://doi.org/10.24929/abhakte.v1i2.3053

Larasati, I. D. (2023). The influence of brand image, price, and product quality on the purchase decision of Mixue products. Economics and Business, 1–16.

Maulidiah, E. P., Survival, S., & Budiantono, B. (2023). THE INFLUENCE OF FACILITIES ON SERVICE QUALITY AND ITS IMPLICATIONS ON CUSTOMER SATISFACTION. JOURNAL OF ECONOMINA, 2(3), 727–737. https://doi.org/10.55681/economina.v2i3.375 DOI: https://doi.org/10.55681/economina.v2i3.375

Rakhmawati, S., Wahyudi, B., Palupi, D., Pujiati, D., & Santoso, B. (2023). THE QUALITY OF JNE EXPEDITION SERVICES AFTER THE COVID-19 PANDEMIC. Sebatik, 27(1), 193–200. https://doi.org/10.46984/sebatik.v27i1.2233 DOI: https://doi.org/10.46984/sebatik.v27i1.2233

Ramadhan, Fajar. (2022). Bab I ْ ُ با حض خ ِ ي. Galang Tanjung, 1–9.

Setyadi, B., Helmi, S., Mohammad, S. I., Bina Darma, U., & Pendidikan, U. (2023). Effectiveness and Efficiency of the State Revenue and Expenditure Budget Policy in South Sumatra: Islamic Perspective Study. IKONOMIKA: Jurnal Ekonomi and Bisnis Islam, 8(1). https://ejournal.radenintan.ac.id/index.php/ikonomika

Setyadi, B., Helmi, S., Syed, I., & Syed, M. (2022). The Effect of Internal Marketing of Islamic Banks in Palembang City on The Quality of Customer Service With Job Satisfaction as a Mediator. IKONOMIKA: Jurnal Ekonomi and Bisnis Islam, 7(1). https://ejournal.radenintan.ac.id/index.php/ikonomika DOI: https://doi.org/10.28918/ijibec.v7i1.6924

Sopiyan, P. (2022). The Influence of Digital Marketing and Service Quality on Purchase Decisions. Coopetition : Scientific Journal of Management, 13(2), 249–258. https://doi.org/10.32670/coopetition.v13i2.1057 DOI: https://doi.org/10.32670/coopetition.v13i2.1057

Tirtayasa, S., Lubis, A. P., & Khair, H. (2021). Purchase Decision: As a Mediating Variable of the Relationship between Product Quality and Trust in Consumer Satisfaction. Journal of Business and Management Inspiration, 5(1), 67. https://doi.org/10.33603/jibm.v5i1.4929 DOI: https://doi.org/10.33603/jibm.v5i1.4929

Downloads

Published

2024-12-11

How to Cite

Anggela, N., Helmi, S., Heriyanto, & Septayuda, I. (2024). The Effect of Product Quality and Service Quality on Consumer Satisfaction Mediated by Mixue Product Purchase Decisions. Sinergi International Journal of Management and Business, 2(4), 243–259. https://doi.org/10.61194/ijmb.v2i4.257