Analysis of Product Quality and Service Quality on Customer Satisfaction at the Missisipi Store Palangka Raya Store


  • Peridawaty Universitas Palangka Raya
  • Achmad Syamsudin Universitas Palangka Raya



Product Quality, Service Quality, Customer Satisfaction, Palangka Raya City


Research in the field of marketing management aims to increase customer satisfaction which is expected to support business continuity with the role of product quality and service quality. The research was conducted at the Mississippi store in Mega Town Square, Palangka Raya City. This type of quantitative research was conducted using a questionnaire of 200 respondents who were shop customers, which was then analyzed with SPSS 22.0, the results showed that the role of product quality and service quality on customer satisfaction was very important by 57%. These results have implications for implementing product quality and service quality in maintaining customer loyalty from increasing customer satisfaction, based on research results. Future research can consider modern lifestyle variables.


Download data is not yet available.


Avlijas, G., Milicevic, N., & Golijanin, D. (2018). Influence of store characteristics on product availability in retail business. E a M: Ekonomie a Management.

Azeem, M., Ahmed, M., Haider, S., & Sajjad, M. (2021). Expanding competitive advantage through organizational culture, knowledge sharing and organizational innovation. Technology in Society.

Christa, U. R., & Kristinae, V. (2021). The effect of product innovation on business performance during covid 19 pandemic. Uncertain Supply Chain Management.

Christa, U. R., Wardana, I. M., Dwiatmadja, C., & Kristinae, V. (2020). The role of value innovation capabilities in the influence of market orientation and social capital to improving the performance of central Kalimantan bank in Indonesia. Journal of Open Innovation: Technology, Market, and Complexity.

Das Guru, R. R., & Paulssen, M. (2020). Customers’ experienced product quality: scale development and validation. European Journal of Marketing.

Dewi, Hajadi, F., Handranata, Y. W., & Herlina, M. G. (2021). The effect of service quality and customer satisfaction toward customer loyalty in service industry. Uncertain Supply Chain Management.

Kristinae, V., Sambung, R., Meitiana, Mering, L., Dwiatmadja, C., & Tunjang, H. (2023). Application of RBV theory in entrepreneurial orientation, dynamic capability and customer relationship management. Uncertain Supply Chain Management.


Kristinae, V., Wardana, I. M., Giantari, I. G. A. K., & Rahyuda, A. G. (2020). The role of powerful business strategy on value innovation capabilities to improve marketing performance during the covid-19 pandemic. Uncertain Supply Chain Management.

Labus, M., Despotović-Zrakić, M., Bogdanović, Z., Barać, D., & Popović, S. (2020). Adaptive e-business continuity management: Evidence from the financial sector. Computer Science and Information Systems.

MAS’ARI, A., Hamdy, M. I., & Safira, M. D. (2020). Analisa Strategi Marketing Mix Menggunakan Konsep 4p (Price, Product, Place, Promotion) pada PT. Haluan Riau. Jurnal Teknik Industri: Jurnal Hasil Penelitian Dan Karya Ilmiah Dalam Bidang Teknik Industri.

Morgan, N. A., Whitler, K. A., Feng, H., & Chari, S. (2019). Research in marketing strategy. In Journal of the Academy of Marketing Science.

Nahan, N., Kristinae, V., & Leiden, R. A. Z. (2019). The Strength of a Business Strategy with Value Innovation for Rattan Handicraft Entrepreneurs in Central Kalimantan, Indonesia. The International Journal of Business & Management.

Olayeni, A., Ogbo, A., Okwo, H., Chukwu, B., Ifediora, C., & Ezenwakwelu, C. (2021). Green strategy effect on financial and environmental performance: a mediation analysis of product quality. Sustainability (Switzerland).

Patten, E., Ozuem, W., Howell, K., & Lancaster, G. (2020). Minding the competition: The drivers for multichannel service quality in fashion retailing. Journal of Retailing and Consumer Services.

Raimondo, M. A., Cardamone, E., Miceli, G. “Nino,” & Bagozzi, R. P. (2022). Consumers’ identity signaling towards social groups: The effects of dissociative desire on brand prominence preferences. Psychology and Marketing.

Renold, E., & Ivinson, G. (2019). Anticipating the more-than: Working with prehension in artful interventions with young people in a post-industrial community. Futures.

Soesilowati, E., Sucihatiningsih Dian Wisika, P., Mohd Salleh, L., & Md Sail, R. (2016). Strategic policies for increasing the competitive powers of Indonesian horticultural products in ASEAN markets. Pertanika Journal of Social Sciences and Humanities.

Supriyanto, A., Wiyono, B. B., & Burhanuddin, B. (2021). Effects of service quality and customer satisfaction on loyalty of bank customers. Cogent Business and Management.

Upadhyai, R., Jain, A. K., Roy, H., & Pant, V. (2019). A Review of Healthcare Service Quality Dimensions and their Measurement. Journal of Health Management.

Wu, S., & Gao, H. (2022). How Internal IT Capability Affects Open Innovation Performance: From Dynamic Capability Perspective. SAGE Open.

Yang, C., Guo, L., & Zhou, S. X. (2022). Customer Satisfaction, Advertising Competition, and Platform Performance. Production and Operations Management.

Yusuf, M., Nurhilalia, & Putra, A. H. P. K. (2019). The impact of product quality, price, and distribution on satisfaction and loyalty. Journal of Distribution Science.

Zsófia, P., & Attila, K. (2022). Relationship between customer satisfaction, intention to repurchase and recommend to buy fashion products online. Statisztikai Szemle.




How to Cite

Peridawaty, & Syamsudin, A. . (2023). Analysis of Product Quality and Service Quality on Customer Satisfaction at the Missisipi Store Palangka Raya Store. Indonesian Journal of Accounting and Financial Technology, 2(1), 83–92.