Pengaruh Bauran Pemasaran Jasa & Inovasi Meningkatkan Kepuasan Konsumen dan Kinerja Pemasaran pada Daya Tarik Wisata Jatim Park II Kota Batu

Abstract

The study analyze the effect of Service Marketing Mix and Innovation towards Customer Satisfaction to Market Performance in Jatim Park II, Batu City. The Population of this study is all visitor in Jatim Park II, And the sample of this research is 98 that were selected by using simple random sampling method. This research used questionnaire as major instrument. The questionnaire was in form of Likert scale modification with answers option from Disagree to very Agree. Data gathered was processed by using SEM techniques analysis that assisted by program PLS version 3.2. Data analysis show that Goodness of Fit or R² of Customer Satisfaction 26.4%, Market Performance 44.92%, Convergent Validity > 0,70; Cross loading of discriminant Validity is valid through Composite Reliability > 0.8; AVE > 0.5; √ AVE > 0.5; Cronbachs Alpha > 0.6. The conclusion of this research shows: (1) There is significant effect of Service Marketing Mix to Customer Satisfaction. (2)There is significant effect of Service Marketing Mix to Market Performance mediating by customer Satisfaction variable (3) There is significant effect Innovation to Customer Satisfaction. (4) There is significant effect of Innovation to Market Performance mediating by customer Satisfaction variable. (5) There is significant effect of Customer Satisfaction to Market Performance. In general, the conclusions from the results of model testing applied to Jatim Park II in Batu City showed that consumer satisfaction can be achieved through service marketing mix and innovation, customer satisfaction produced by the company can improve marketing performance.