The Analyze Effect Of Service Marketing Mixes On Purchase Decisions Consumers Which Mediation By Consumer Trust To Use Service Of JNE Main Branch Medan

Authors

  • Nur Fatiha Utami Nasution Universitas Pembangunan Panca Budi
  • Mesra B Universitas Pembangunan Panca Budi
  • Toyib Daulay Universitas Pembangunan Panca Budi
  • Elfitra Desy Surya Universitas Pembangunan Panca Budi
  • Nur Afrina Siregar Universitas Pembangunan Panca Budi

DOI:

https://doi.org/10.61306/ijmea.v1i2.52

Keywords:

Products, Prices, Promotions, Locations, People And Physical Evidence, Processes, Purchasing Decisions, Consumer Trust, Service Marketing Mixes

Abstract

This research was carried out in the JNE Main Branch in Medan where this study was conducted to determine how the influence of the service marketing mix consists of: Products (X1), Price (X2), Promotion (X3), Locations (X4), People (X5), Physical Evidence (X6), and Process (X7) on Purchase Decisions (Y) consumers which mediation by consumer trust to use service of JNE Main Branch Medan. The population in this study were 5.400 consumers with 185 samples taken. The research was conducted from August to October 2023. This study used quantitative data which was processed using SEM-PLS analysis model with Smart PLS 3.0. application. Data sources used primary data taken directly from respondents and secondary one was obtained from interviews with JNE Main Branch Management. The results of the research show that product, price, promotion, place, employees, physical evidence, processes and customer trust have a positive and significant effect on customers' purchasing decisions to use JNE Medan Main Branch services. Meanwhile, consumer trust in this research can mediate the influence of product, price, promotion, place, employees, physiscal evidence and processes on customer purchasing decisions at JNE Medan Main Branch

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Published

28-12-2023

Issue

Vol. 1 No. 2 (2023): December 2023

Section

Articles

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