Browse > Article
http://dx.doi.org/10.13106/jafeb.2021.vol8.no4.0475

The Effect of Service Quality and Customer Satisfaction on Purchasing Intention: A Case Study in Indonesia  

MAHARSI, Adelheid Rinny (Management Department, Faculty of Economics, Maranatha Christian University)
NJOTOPRAJITNO, Rosemarie Sutjiati (Management Department, Faculty of Economics, Maranatha Christian University)
HADIANTO, Bram (Management Department, Faculty of Economics, Maranatha Christian University)
WIRAATMAJA, Jessica (Management Department, Faculty of Economics, Maranatha Christian University)
Publication Information
The Journal of Asian Finance, Economics and Business / v.8, no.4, 2021 , pp. 475-482 More about this Journal
Abstract
This research intends to examine and analyze the service quality effect on petrol buying intention through satisfaction when the Maranatha Christian University lecturers spend their money in the Pertamina-affiliated gas stations in Bandung. To attain this goal, we develop four relevant hypotheses to be tested. Furthermore, we use simple random sampling to acquire samples by denoting a sample size set by the Slovin formula. To collect the responses, we use the online survey and fruitfully yield a 53.54% rate with a total of 106 lecturers participating in completing the distributed questionnaire link. This number is near 100; hence, we employ a structural equation model with a variance basis to analyze them. After examining the data and conferring the results, we conclude three things. First, service quality does not affect purchasing intention, but customer satisfaction positively does. Second, service quality has a positive impact on customer satisfaction. Finally, consumer satisfaction successfully mediates the effect of service quality on the intention to buy. Based on these conclusions, this paper finds the superior service to the petrol buyers is the key driver for the gas stations under Pertamina control to effectively compete with their rivals in the marketplace, especially in Bandung.
Keywords
Customer Satisfaction; Gas Station; Intention to Buy; Service Quality; Perception;
Citations & Related Records
연도 인용수 순위
  • Reference
1 Kuncoro, M., Tandelilin, E., Ancok, D., Basuki, H., Purbasari, D. P., Adji, A., Wulandaru, D. R., Jurnasin, E., Purwoto, H., Sulistyaningrum, E., & Fitradi, A. (2009). A transformation of Pertamina: The Dilemma between business and public service orientations. Yogyakarta: Penerbit Galangpress.
2 Lamai, G. H., Thavorn, J., Klongthong, W., & Ngamkroeckjoti, C. (2020). Critical factors influencing revisit intention of large restaurant chains in Myanmar. Journal of Distribution Science, 18(12), 31-43. https://doi.org/10.15722/jds.18.12.202012.31   DOI
3 Mambu, E. (2015). The influence of brand image and service quality on the customer intention to use Blue Bird Taxi Manado. Jurnal Riset Ekonomi, Manajemen, Bisnis, dan Akuntansi, 3(4), 645-653. https://media.neliti.com/media/publications/2861-EN-the-influence-of-brand-image-and-service-quality-towardconsumer-purchase-intent.pdf
4 Murwanti, S., & Pratiwi, A. P. (2017). The impact of service quality and promotion on the using intention by customer satisfaction as mediating variable: A study in a motorcycle garage of Ahass at branch UMS. Proceeding of National Seminar of Management and Business Research: The Development Concept and E-business Studies in Indonesia (pp. 207-227). Surakarta: Muhammadiyah University Press. https://publikasiilmiah.ums.ac.id/handle/11617/8984
5 Mustika, N. (2019). The competitors threaten Pertamina in the gas station business. https://www.finansialku.com/pertaminaterancam-pesaing
6 Naik, C. N., Gantasala, S. B., & Prabhakar, G. V. (2010). Service quality and its effect on customer satisfaction in retailing. European Journal of Social Sciences, 16(2), 231-243. https://pdfs.semanticscholar.org/d124/e866687313a05a8ae38c2cd8d7f49e257830.pdf
7 Naveed, R. T., Ahmad, N., Albassami, A. M., & Moshfegyan, M. (2019). The impact of store image and store service quality on purchase intentions: A study from armed forces operated canteen stored (CSD), Pakistan. Pacific Business Review International, 11(8), 84-95. http://www.pbr.co.in/2019/2019_month/Feb/7.pdf
8 Nodira, Z., & Premysl, P. (2017). The effects on purchase intention: The case of fruit juice. Journal of Competitiveness, 9(3), 111-128. https://doi.org/10.7441/joc.2017.03.08   DOI
9 Octaviana, R. A., & Nugrahaningsih, H. (2018). The impact of experiential marketing and service quality on the purchasing intention through customer satisfaction as the intervening variable: A case study in PT. Meratus Line Jakarta. Media Manajemen Jasa, 6(2), 57-72. http://journal.uta45jakarta.ac.id/index.php/MMJ/article/view/1406/973
10 Olsen, S., Tudoran, A. A., Brunso, K., & Verbeke, W. (2013). Extending the prevalent consumer loyalty modeling: The role of habit strength. European Journal of Marketing, 47(1/2), 303-323. https://doi.org/10.1108/03090561311285565   DOI
11 Suliyanto, S. (2009). Business research methods. Yogyakarta: Penerbit ANDI.
12 Putri, A., & Astuti, S. R. (2017). The factors affecting satisfaction and its impact on the customer purchasing intention: Study in the Blends Pasta & Chocolate at branch Unika Semarang. Diponegoro Journal of Management, 6(2), 73-82. https://ejournal3.undip.ac.id/index.php/djom/article/view/17481
13 Salem, A., Ghafar, A., Ibrahim, M., Yousuf, M., & Ahmed, N. (2015). Product perceived quality and purchase intention with consumer satisfaction. Global Journal of Management and Business Research: E-Marketing, 15(1), 21-27. https://globaljournals.org/GJMBR_Volume15/3-Product-Perceived-Quality.pdf
14 Sholihin, M., & Ratmono, D. (2013). The analysis of SEM-PLS by the WarpPLS 3.0. Yogyakarta: Penerbit ANDI.
15 Sugiyanto, C., Nahartyo, E., Misra, F., Bastian, I., Hartono, J., Saputro, J. A, Sholihin, M., Sivilokonom, N. I., Almahendra, R., Winardi, R. D., Rostiani, R., Warsono, S., Ciptono, W. S., & Widyaningsih, Y. A. (2018). Business research strategy. Yogyakarta: Penerbit ANDI.
16 Sugiyono, S. (2019). The method of quantitative and qualitative studies and research & development (2nd ed.). Bandung: Alfabeta.
17 Wonggotwarin, T., & Kim, S. (2017). The products' factors affecting purchase intention: A case study of a condominium in Bangkok, Thailand. AU-GSB E-Journal, 10(1), 223-331. http://www.assumptionjournal.au.edu/index.php/AU-GSB/article/view/2875
18 Widajanti, E., & Suprayitno, S. (2017). The analysis of the influence of price, service quality, and satisfaction on buying intention: The study of the customers purchasing Steak Moen Moen in Surakarta. Eksplorasi, 29(2), 117-193. http://ejurnal.unisri.ac.id/index.php/Exsplorasi/article/view/1585/1392
19 Widyastuti, S., Prasetyo, H., & Gustari, I. (2017). An investigating on the purchase intention: Developing dealers' reputation through customer trust and service quality. European Journal of Social Sciences, 54(3), 316-331. http://dosen.univpancasila.ac.id/dosenfile/1192211017153922778511October2018.pdf
20 Wiyadi, W., & Ayuningtyas, N. (2019). Product aspects of marketing effort and purchase intention. Humanities & Social Sciences Reviews, 7(3), 541-547. https://doi.org/10.18510/hssr.2019.7380   DOI
21 Wang, Y., & Hazen, B. T. (2016). Consumer product knowledge and intention to purchase remanufactured products. International Journal of Production of Economics, 181(B), 460-469. https://doi.org/10.1016/j.ijpe.2015.08.031   DOI
22 Tjahjaningsih, E. T., Ningsih, D. H. U., Utomo, A. P. (2020). The effect of service quality and product diversity on customer loyalty: The role of customer satisfaction and word of mouth. Journal of Asian Finance, Economics, and Business, 7(12), 481-490. https://doi.org/10.13106/jafeb.2020.vol7.no12.481   DOI
23 Tjiptono, F., Chandra, Y., & Diana, A. (2004). Marketing scale. Yogyakarta: Penerbit ANDI.
24 Tran, V. D., & Le, N. M. T. (2020). Impact of service quality and perceived value on customer satisfaction. Journal of Asian Finance, Economics, and Business, 7(9), 517-526. https://doi.org/10.13106/jafeb.2020.vol7.no9.517   DOI
25 Hong, J. P., Kim, B. Y., & Oh, S. H. (2020). The perceived experiential value and service quality of auto maintenance and repair service. Journal of Distribution Science, 18(1), 59-69. https://doi.org/10.15722/jds.18.1.202001.59   DOI
26 Alharthey, B. K. (2019). Impact of service quality on customer trust, purchase intention, and store loyalty, with mediating role of customers' satisfaction on customer trust and purchase intention: Study of grocery shopping. British Journal of Marketing Studies, 7(2), 40-61. https://www.eajournals.org/wp-content/uploads/Impact-of-Service-Quality-on-CustomerTrust-Purchase-Intention-and-Store-Loyalty.pdf
27 Aptaguna, A., & Pitaloka, E. (2016). The impact of service quality and price on the intention to use the Go-Jek services. Widyakala, 3, 49-56. https://doi.org/10.36262/widyakala.v3i0.24   DOI
28 Banjarnahor, J. (2017). The antecedent of customer satisfaction and its effect on purchase intention. Jurnal Manajemen dan Pemasaran Jasa, 10(1), 141-156. https://doi.org/10.25105/jmpj.v10i1.1680   DOI
29 Dawi, N. M., Jusoh, A., Streimikis, J., & Mardani, A. (2018). The influence of service quality on customer satisfaction and customer behavioral intentions by moderating the role of switching barriers in the satellite pay-TV market. Economics and Sociology, 11(4), 198-218. https://doi.org/10.14254/2071-789X.2018/11-4/13   DOI
30 Ghozali, I. (2008). The structural equation modeling: The alternative method by partial least square. Semarang: Badan Penerbit Universitas Diponegoro.
31 Kim, G. C. (2013). A study on the effects of super-supermarket service quality on satisfaction in-store selection. Journal of Industrial Distribution & Business, 4(2), 41-49. https://doi.org/10.13106/jidb.2013.vol4.no2.41.   DOI
32 Iskandar, D., Nurmalina, R., & Riani, E. (2015). The effect of service, product quality, the perceived value on consumer purchase intention. Indonesian Journal of Business and Entrepreneurship, 1(2), 51-62. https://doi.org/10.17358/IJBE.1.2.51   DOI
33 Kalia, P., Arora, R., & Kumalo, S. (2016). Service quality, consumer satisfaction, and future purchase intentions in e-retail. E-Service Journal, 10(1), 24-41. https://doi.org/10.2979/eservicej.10.1.02   DOI