Pengaruh Inovasi Produk Dan CRM Terhadap Kepuasan Dimediasi Keputusan Pembelian Pada Industri Coffee Shop
Abstract
This study aims to determine the feasibility of boosting the model from the tested constructs covering product innovation (exogenous 1), customer relationship management (exogenous 2), purchase decisions (mediation) and customer satisfaction (endogenous). The research design is explanatory with hypothetical associations. The research method uses partial least square with outer model indicator, inner model and boostrapping model. Research sampling of 150 respondents with inclusion as a step to strengthen the model construct of boostrapping. The resulting assessment with the value of each bosstrapping model showed a significant < 0.05 with an estimated model of 64.4% expressed very good; Rsquare > 0.5 is declared feasible; and the level of importance- performance of the construct of the resulting framework development model reached a satisfaction value of > 0.25.
Keywords: Customer Relationship Management; Product Innovation; Purchase Decision; Satisfaction
References
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Komari, A., Indrasari, L. D., Pariyanto, A. Y. T., & Santoso, H. B. (2020). The Effect of Marketing Mix 4P Towards Marketing Product Performance Of Tenun Ikat Small Industry In Bandar Kediri. Proceedings of the 3rd International Conference on Social Sciences, 805–809. https://doi.org/10.2991/assehr.k.201014.173
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Laely, N. (2016b). Analysis of the Effect of Trust and Price on Customer Loyalty Mediated Satisfaction at PT. Telkomsel in Kediri. Economics & Management, 3(2), 61–74.
Laely, N., Djunaedi, D., & Rosita, D. (2020). Pengaruh Customer Relationship Marketing dan Kualitas Layanan Terhadap Kepuasan : Studi Konsumen McDonald ’ s Kediri. Ekonika : Jurnal Ekonomi Universitas Kadiri, 05(05), 2.
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al Rosyid, A. H., & Pratiwi, L. F. L. (2022). Factors Influencing the Consumer Purchase Decision Process for Packaged Rice Products in the Yogyakarta Special Region, Indonesia: Implementation of the Concept of Sustainable Development. IOP Conference Series: Earth and Environmental Science, 1018(1), 0–10. https://doi.org/10.1088/1755-1315/1018/1/012014
Andarini, M., & Laely, N. (2019). Pengaruh Customer Relationship Management Terhadap Keunggulan Bersaing Dalam Meningkatkan Kinerja Pemasaran Usaha Kecil Industri Makanan Di Bakorwil II Jawa Timur. AKUNTABILITAS: Jurnal Ilmiah Ilmu-Ilmu Ekonomi, 12(2), 23–41. https://doi.org/10.35457/akuntabilitas.v12i2.898
Andarini, M., Laely, N., & Laily, N. (2020). Analisis Harga , Inovasi Produk , Promosi dan Proses Bisnis Terhadap Kepuasan Konsumen Bakso Aci Tata Snack. Ekonika : Jurnal Ekonomi Universitas Kadiri Volume, 05(5), 2.
Aprilia, A., Laili, F., Setyowati, P. B., & Waringga, K. F. (2022). Investigating Supply-Side Flexibility to Support Sustainability Business Performance: Learning from Coffee Shops in Malang City. Proceedings of the International Conference on Innovation and Technology (ICIT 2021), 212(Icit), 57–63. https://doi.org/10.2991/aer.k.211221.007
Aryani, L., & Desmintari, D. (2019). The Behavior of Consumer Satisfaction in The Process of Purchasing Decisions in the Umkm Culinary Bogor North Bogor City. International Journal of Multicultural and Multireligious Understanding, 6(4), 199. https://doi.org/10.18415/ijmmu.v6i4.989
Damayanti, Warsito, Meilinda, Manurung, P., & Sembiring, S. (2019). E-crm Information System for Tapis Lampung SMEs. Journal of Physics: Conference Series, 1338(1), 0–11. https://doi.org/10.1088/1742-6596/1338/1/012051
Daragahi, G. (2017). The impact of innovation on customer satisfaction: A study of the cosmetics producer in Tehran. International Review, 1–2, 121–132. https://doi.org/10.5937/intrev1702121d
Djunaidi, D., & Subagyo, H. (2020). Pengaruh Service Scape dan Brand Image Terhadap Kepuasan Konsumen di SK Coffee Lab Kota Kediri. Ekonika : Jurnal Ekonomi Universitas Kadiri, 5(1), 1. https://doi.org/10.30737/ekonika.v5i1.830
Ekasari, R., Agustya, D., Yucha, N., Arif, D., Darno, Retnowati, D., Ayu Mandasari, A., Ratnasari, E., Nur Husnul Yusmiati, S., & Puji Lestari, L. (2019). Effect of Price, Product Quality, and Service Quality on Customer Satisfaction on Online Product Purchases. Journal of Physics: Conference Series, 1175(1), 0–6. https://doi.org/10.1088/1742-6596/1175/1/012287
Fauziah, R. D., Arisman, A., & Pauzy, D. M. (2022). The Effect of Product Innovation and Product Quality on Competitive Advantage. Jurnal Fokus Manajemen, 2(1), 89–104. https://doi.org/10.37676/jfm.v2i1.2257
Gahayu, S. (2015). Metodologi Penelitian Kesehatan. Deepublish.
Goldberg, D. M., & Abrahams, A. S. (2022). Sourcing product innovation intelligence from online reviews. Decision Support Systems, 157(December 2021), 113751. https://doi.org/10.1016/j.dss.2022.113751
Hanaysha, J. R. (2018). An examination of the factors affecting consumer’s purchase decision in the Malaysian retail market. PSU Research Review, 2(1), 7–23. https://doi.org/10.1108/PRR-08-2017-0034
Hariyono, P. A., Laely, N., & Prastiti, E. (2019). Analisis Pengaruh Variabel Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pada Kedai Ice Cream Gubuk Bambu Kab. Kediri. JIMEK : Jurnal Ilmiah Mahasiswa Ekonomi, 1(2), 189. https://doi.org/10.30737/jimek.v1i2.314
Hassan, R. S., Nawaz, A., Lashari, M. N., & Zafar, F. (2015). Effect of Customer Relationship Management on Customer Satisfaction. Procedia Economics and Finance, 23(December 2015), 563–567. https://doi.org/10.1016/s2212-5671(15)00513-4
Heryana, A. (2015). Kerangka Teori, Kerangka Konsep, Variabel Penelitian, Dan Hipotesis Penelitian (Dalam Penelitian Kuantitatif). Metodologi Penelitian.
Hwang, J., Choe, J. Y. (Jacey), Kim, H. M., & Kim, J. J. (2021). Human baristas and robot baristas: How does brand experience affect brand satisfaction, brand attitude, brand attachment, and brand loyalty? International Journal of Hospitality Management, 99(March), 103050. https://doi.org/10.1016/j.ijhm.2021.103050
Komari, A., Indrasari, L. D., Pariyanto, A. Y. T., & Santoso, H. B. (2020). The Effect of Marketing Mix 4P Towards Marketing Product Performance Of Tenun Ikat Small Industry In Bandar Kediri. Proceedings of the 3rd International Conference on Social Sciences, 805–809. https://doi.org/10.2991/assehr.k.201014.173
Kotler, P., & Armstrong, G. (2018). Kotler & Armstrong, Principles of Marketing | Pearson. In Pearson.
Kotler, P., Kartajaya, H., & Setiawan, I. (2017). Marketing 4.0 (J. W. & S. Inc, Hoboken, & N. Jersey, Eds.; 1st ed.). Inc, John Wiley & Sons Hoboken Jersey, New.
Kumar, R., Gunasekaran, A., Gupta, S., & Kamboj, S. (2019). Personalized digital marketing recommender engine. Journal of Retailing and Consumer Services, March, 101799. https://doi.org/10.1016/j.jretconser.2019.03.026
Kusno, K., Liandy, R. S., Mukti, G. W., & Sadeli, A. H. (2021). Driven factors for purchasing decision and satisfaction of organic rice consumers on supermarket – A study in Indonesia. Journal of Agricultural Sciences - Sri Lanka, 16(2), 271–282. https://doi.org/10.4038/jas.v16i2.9333
Laely, N. (2016a). Analisis Pengaruh Kepercayaan dan Harga Terhadap Loyalitas Pelanggan Dimediasi Kepuasan Pada PT. Telkomsel di Kota Kediri. Ilmu Ekonomi & Manajemen, 3(2), 61–74.
Laely, N. (2016b). Analysis of the Effect of Trust and Price on Customer Loyalty Mediated Satisfaction at PT. Telkomsel in Kediri. Economics & Management, 3(2), 61–74.
Laely, N., Djunaedi, D., & Rosita, D. (2020). Pengaruh Customer Relationship Marketing dan Kualitas Layanan Terhadap Kepuasan : Studi Konsumen McDonald ’ s Kediri. Ekonika : Jurnal Ekonomi Universitas Kadiri, 05(05), 2.
Laely, N., & Komari, A. (2017). Pengaruh Lingkungan dan Kapasitas Manajerial Terhadap Keputusan Pendanaan Bagi Usaha Kecil Kerajinan di Jawa Timur. Jurnal Ilmu Ekonomi Dan Manajemen, 4(1), 1–13.
Laily, N., & Rahmat, A. (2021). THE IMPACT OF COVID-19 ON THE PERFORMANCE OF TOFU SMES IN KEDIRI. JournalNX- A Multidisciplinary Peer Reviewed Journal, 7(1), 328–345.
Laksmana, I. N. H., Kusuma, I. E. T., & Landra, I. N. (2018). Effect of Customer Relationship Management on Customer Satisfaction and Loyalty at Pt. Harmoni Permata Gianyar, Bali. International Journal of Contemporary Research and Review, 9(03), 20610–20617. https://doi.org/10.15520/ijcrr/2018/9/03/470
Mallombasang, A. D. A., Furwanti, R., & Aprilius, A. (2020). Analysis Product Quality and Price on Purchase Decision of Drinking Water in Packaging Aqla (Study on College Student at Musamus University). Economics and Digital Business Review, 1(2), 112–119.
Nisafani, A. S., Wibisono, A., & Revaldo, M. H. T. (2017). Analyzing the Effectiveness of Public e-Marketplaces for Selling Apparel Products in Indonesia. Procedia Computer Science, 124, 274–279. https://doi.org/10.1016/j.procs.2017.12.156
Nurbiyanto, B., Sustiyatik, E., & Laely, N. (2021). Pengaruh Bauran Pemasaran Ritel Terhadap Keputusan Pembelian dan Hubungannya Dengan Loyalitas PElanggan Pada Supermarket Xx. Risk: Jurnal Riset Bisnis Dan Ekonomi, 2(1), 54–86.
Padmalia, M. (2019). Discriminant Analysis of E-Marketing Mix in Online Purchasing Decision and its Implication for Millenials Students Education. Jurnal Manajemen Dan Kewirausahaan, 7(2), 163–174. https://doi.org/10.26905/jmdk.v7i2.3329
Panjaitan, H., & Djunaedi. (2017). Product Advantage , Customer Relationship Marketing , and Service Quality on Customer Satisfaction of Bank Syariah Mandiri in Surabaya. International Review of Management and Marketing, 7(4), 122–130.
Panjaitan, H., & Laely, N. (2017). The Role of Relationship Marketing, and Satisfaction As Variable Mediation: Study at Bank BPR UMKM East Java in Surabaya. International Review of Management and Marketing, 7(5), 105–112.
Peemanee, J., & Wongsahai, E. (2021). Technology acceptance and service convenience on repeat purchase decision of food delivery business in Thailand. IOP Conference Series: Earth and Environmental Science, 756(1), 0–6. https://doi.org/10.1088/1755-1315/756/1/012029
Pratiwi, M., & Arsyah, U. I. (2021). The Effectiveness of the Concept of CRM Application for SMEs during the COVID-19 Pandemic. Journal of Physics: Conference Series, 1933(1), 0–5. https://doi.org/10.1088/1742-6596/1933/1/012026
Rahmaddiansyah, Fajri, & Utami, C. V. (2015). Analisis Loyalitas Konsumen Terhadap Minuman Kopi Robusta Di Kota Banda Aceh. Agrisep, 16(2), 77–85. https://doi.org/10.24815/agrisep.v16i2.3050
Riduwan, & Kuncoro, E. A. (2008). Cara Menggunakan dan Memaknai Path Analysis (Analisis Jalur). In Bandung: Alfabeta.
Rizki, E. F., Juliati, R., & Praharjo, A. (2021). The Effect of Product Quality and Service Quality on Repurchasing Intention. Jamanika (Jurnal Manajemen Bisnis Dan Kewirausahaan), 1(4), 247–254. https://doi.org/10.22219/jamanika.v1i4.19407
Rosalina, V., Hamdan, & Saefudin. (2019). Mobile Customer Relationship Management (m-CRM) Application Development in MSMEs Indonesia. Journal of Physics: Conference Series, 1179(1), 0–7. https://doi.org/10.1088/1742-6596/1179/1/012090
Rusti, N., Suryantini, A., & Mada, U. G. (2021). The Factors Influencing Local Coffee Shop Customers’ Satisfaction in the 4.0 Industry Era. Agro Ekonomi, 32(1).
S, P. Andriyani., & Arwani, A. (2021). The Effect of Product Quality and Product Impact on Customer Satisfaction Purchase Decisions as Intervening Variabels. Journal of Sharia Finace and Banking, 1(1), 59–70.
S, R., Mus, A. R., Damis, H., & Mahmud, A. (2021). The Intervening of Purchase Decision Between Marketing Mix, Consumer Behaviour and Brand Image on Costumer Statisfaction. Jurnal Manajemen Bisnis, 8(2), 382–396. https://doi.org/10.33096/jmb.v8i2.925
Saputra, S. (2019). The Effect of Customer Relationship Management (CRM) on Bank Customer Loyalty through Satisfaction as Mediating Variable: Evidence in Batam, Indonesia. Atlantis Press, 306(Isseh 2018), 146–151. https://doi.org/10.2991/isseh-18.2019.34
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Published
2024-02-02
Section
Articles
Copyright (c) 2024 Djunaedi Djunaedi Djunaedi, Sati Ratna Dewanti, Sati Ratna Dewanti, Moh. Faris Akbar Alamsyah
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