The Influence of Product Quality, Service Quality and Brand Trust on Purchase Decisions and Their Implications on Customer Satisfaction on Indihome Services

The Influence of Product Quality, Service Quality and Brand Trust on Purchase Decisions and Their Implications on Customer Satisfaction on Indihome Services

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Submitted Aug 9, 2022
Published Sep 29, 2022
DOI https://doi.org/10.24018/ejbmr.2022.7.5.1620
Abstract viewed = 296 times
Issue
Vol. 7 No. 5 (2022)
Section
Articles

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  •   Agung Pamuji

    •    Mercu Buana University, Indonesia.
  •   Achmad Fachrodji

    •    Mercu Buana University, Indonesia.

Abstract

The purpose of this study is to determine the effect of product quality, service and brand trust on purchasing decisions and their effect on customer satisfaction with indihome services. The subjects of this study are indihome users in the DKI Jakarta area. The study was conducted with 145 respondents. Determine the sample size using purposive sampling technique. The method used in this study uses Structural Equation Modeling (SEM) with the Smart-PLS analysis tool. The results of this study show that product quality, service and brand trust have a significant effect on purchasing decisions, product quality has no significant effect on customer satisfaction, service quality has a significant effect on customer satisfaction, and brand trust has no significant effect on customer satisfaction, purchasing decisions have no significant effect on customer satisfaction. significantly increase customer satisfaction.


Keywords: Brand Trust, Customer Satisfaction, Product Quality, Purchase Decision, Service Quality.

References

Abdurrahman, N. H. (2015). Marketing strategic management. Bandung: CV. Pustaka Setia.

Kotler, P., & Keller, K. L. (2012). Marketing Management, 14th, Person Education.

Tjiptono, F. (2009). Marketing strategy, second edition, seventh printing. Yogyakarta: Andi Offset

Schiffman, L.G., & Kanuk, L.L. (2015). Consumer Behaviour (10th ed). New Jersey, Pearson Prentice Hall.

Simamora, V., & Kusmiyati, E. (Jun. 2017) Pengaruh Desain Produk dan Brand Image terhadap Keputusan Pembelian pada Teh Botol Sosro dengan Kualitas Produk sebagai Variabel Moderating (Studi Padamahasiswa di Universitas 17 Agustus 1945 Jakarta Utara). Media Studi Ekonomi, 20(1), 43-54.

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How to Cite
Pamuji, A., & Fachrodji, A. (2022). The Influence of Product Quality, Service Quality and Brand Trust on Purchase Decisions and Their Implications on Customer Satisfaction on Indihome Services. European Journal of Business and Management Research, 7(5), 99–102. https://doi.org/10.24018/ejbmr.2022.7.5.1620
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