Analisis Pengaruh Digital Marketing, Komunikasi Pemasaran dan Kualitas Pelayanan Terhadap Kepuasan Konsumen
DOI:
https://doi.org/10.35870/jemsi.v10i5.3222Keywords:
kepuasan konsumen, digital marketing, komunikasi pemasaran, kualitas pelayananAbstract
Di era digital dengan perkembangan teknologi yang begitu pesat telah membuat perubahan pola komunikasi kehidupan bermasyarakat. Penelitian ini bertujuan menganalisis pengaruh digital marketing, komunikasi pemasaran, dan kualitas pelayanan terhadap kepuasan konsumen. Studi empiris pada konsumen pengguna smartphone Samsung Galaxy di Kota Bekasi. Penelitian menggunakan metode pengambilan sampel adalah nonprobability sampling dengan teknik purposive sampling. Responden dalam penelitian berjumlah 93 orang dan kuesioner dibagikan sebagai instrument penelitian. Model penelitian analisis regresi linier berganda. Hasil penelitian bukti empiris bahwa variabel digital marketing berpengaruh positif dan signifikan terhadap kepuasan konsumen. Komunikasi pemasaran secara parsial berpengaruh positif dan signifikan terhadap kepuasan konsumen. Kualitas pelayanan secara parsial berpengaruh positif dan signifikan terhadap kepuasan konsumen.. Adapun uji simultan dari hasil penelitian ini menunjukkan bahwa digital marketing, komunikasi pemasaran dan kualitas pelayanan berpengaruh positif dan signifikan terhadap kepuasan konsumen. Hasil penelitian yang memperoleh hasil nilai Adjusted R Square dengan hasil sebesar 57,3%. Sisanya sebesar 42,7% dapat dijelaskan oleh variabel lain diluar penelitian ini misalnya Web E-Commerce, persepsi harga dan lain-lain.
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