Factors Affecting Customer Satisfaction on Skincare Brand: Somethinc
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Oct 7, 2022
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Abstract
The popularity of beauty products has risen quite rapidly in this era of globalization and Indonesia has seen growth in this industry despite the pandemic. One of the popular brands is SomeThinc, a company that specialized in beauty products and one of the biggest beauty product brands that utilize e-commerce as selling platform. This research attempted to clarify whether Brand Awareness, Price Fairness, and Product Quality have effects towards Customer Satisfaction on this beauty product brand. By using these 3 vairables and also SEM-PLS method to analyse 401 respondent data and it can be concluded that these three variables have positive effect towards Customer Satisfaction on SomeThinc beauty products..
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How to Cite
Putri Vika Noerindah, & Innocentius Bernarto. (2022). Factors Affecting Customer Satisfaction on Skincare Brand: Somethinc. Enrichment : Journal of Management, 12(4), 2690-2698. https://doi.org/10.35335/enrichment.v12i4.724
References
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Assauri,S. 2015. Manajemen Pemasaran. PT Raja Grafindo Persada: Jakarta.
Bilgili, B., & Ozkul, E. (2015). Brand awareness, brand personality, brand loyalty and consumer satisfaction relations in brand positioning strategies (A Torku brand sample). Journal of Global Strategic Management, 10-20.
Bruhn, M., Schoenmueller, V., & Schäfer, D. B. (2012). Are social media replacing traditional media in terms of brand equity creation? Management Research Review, 35 (9), 770-790.
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Durianto, Darmadi, Sugiarto, Sitinjak, Tony. (2017). Strategi Menaklukan Pasar Melalui Riset Ekuitas dan Perilaku Merek. PT Gramedia Pustaka Utama. Jakarta.
Handoko. (2002). Manajemen Pemasaran. Badan Penerbit IPWI: Jakarta.
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Hoe, L. C., & Mansori, S. (2018). The effects of product quality on customer satisfaction and loyalty: Evidence from Malaysian engineering industry. International Journal of Industrial Marketing, 3(1), 20.
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Pamungkas, B. R. 2014. Analisis Pengaruh Kesadaran Merek dan persepsi Kualitas Merek Melalui Loyalitas Merek. Skripsi. Universitas Diponegoro. Semarang.
Pusparani, P. A. Y. & Rastini, N. M. (2014). Pengaruh Kualitas Produk dan Brand Image Terhadap Kepuasan Konsumen dan Loyalitas Pelanggan Kamera Canon Digital Single Lens Reflex (Dslr) di Kota Denpasar. E-Junral Manajemen, 1311-1319.
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Sitanggang, J. M., Sinulingga, S., Fachruddin, K. A. (2019). Analysis Of The Effect Of Product Quality On Customer Satisfaction And Customer Loyalty Of Indihome ATPT Telkom Regional 1 Sumatera, Medan, North Sumatra, Indonesia. American International Journal of Business Management, 26-37.
Tempo. (2020). Produk Kecantikan Lokal Jadi Favorit di Tik Tok, Somethinc dan Wardah Teratas. Retrieved from: https://cantik.tempo.co/amp/1417142/produk-kecantikan-lokal-jadi-favorit-di-tik-tok-somethinc-dan-wardah-teratas
Tuan, N. M. (2012). Effects of service quality and price fairness on student satisfaction. International Journal of Business and Social Science, 3(19 October), 132–151. Retrieved from https://www.academia.edu/9764615/Effects_of_Service_Quality_and_Price_Fairness_on_Student_Satisfaction.
Waluya, A. I., Iqbal, M. A., & Indradewa, R. (2019). How product quality, brand image, and customer satisfaction affect the purchase decisions of Indonesian automotive customers. International Journal of Services, Economics and Management, 10(2), 177-193.
Xia, L. K. B. Monroe dan J.L. Cox. (2004). The Price is Unfair! A Conceptual Framework of Price Fairness Perceptions. Journal of Marketing. 68.
Yamit, Z. 2017. Manajemen Kualitas Produk dan Jasa, Ekonisia: Yogyakarta
Zeithaml, V.A., Bitner, M.J., & Gremler, D.D. (2018). What Are Services?. (7th Ed.). Mc Graw Hi Education.
Arumsari, Dheany. (2012). Analisis Pengaruh Kualitas Produk, Harga dan Promosi Keputusan Pembelian Air Minum Dalam Kemasan (AMDK) Merek Aqua. Fakultas Ekonomika dan Bisnis. Universitas Diponegoro. Semarang.
Assauri,S. 2015. Manajemen Pemasaran. PT Raja Grafindo Persada: Jakarta.
Bilgili, B., & Ozkul, E. (2015). Brand awareness, brand personality, brand loyalty and consumer satisfaction relations in brand positioning strategies (A Torku brand sample). Journal of Global Strategic Management, 10-20.
Bruhn, M., Schoenmueller, V., & Schäfer, D. B. (2012). Are social media replacing traditional media in terms of brand equity creation? Management Research Review, 35 (9), 770-790.
Consuegra. D Molina. 2007. An Integrated Model of Price, Satisfaction and Loyality: An Empirical Analysis in Service Sector. Journal of Product & Brand Management.
Durianto, Darmadi, Sugiarto, Sitinjak, Tony. (2017). Strategi Menaklukan Pasar Melalui Riset Ekuitas dan Perilaku Merek. PT Gramedia Pustaka Utama. Jakarta.
Handoko. (2002). Manajemen Pemasaran. Badan Penerbit IPWI: Jakarta.
Hassan, M., Hassan, S., Nawaz, M. S., & Aksel, I. (2013). Measuring customer satisfaction and loyalty through service fairness, service quality and price fairness perception: an empirical study of Pakistan Mobile telecommunication sector. Science International, 25(4), 971-980.
Hellosehat. (2022). 5 Skincare Tepat untuk Atasi Kulit Kering, Kusam, dan Beruntusan. Retrieved: https://hellosehat.com/penyakit-kulit/perawatan-kulit/produk-skincare/
Herrmann, A., Xia, L., Monroe, K. B., & Huber, F. (2007). The influence of price fairness on customer satisfaction: an empirical test in the context of automobile purchases. Journal of product & brand management.
Hoe, L. C., & Mansori, S. (2018). The effects of product quality on customer satisfaction and loyalty: Evidence from Malaysian engineering industry. International Journal of Industrial Marketing, 3(1), 20.
Husnawati. (2017). Pengaruh Brand Awareness dan Persepsi Kualitas Terhadap Buying Decision Sepeda Motor Honda. Skripsi (Tidak diterbitkan). Universitas Islam Negri Alauddin. Makassar.
Ilyas, G. B., Rahmi, S., Tamsah, H., Munir, A. R., & Putra, A. H. P. K. (2020). Reflective Model of Brand Awareness On Repurchase Intention And Customer Satisfaction. The Journal of Asian Finance, Economics, and Business, 7(9), 427-438.
Kotler, P. & Armstrong, G. (2008). Prinsip-prinsip Pemasaran, Jilid 1. Erlangga: Jakarta.
Kotler, Philip. (2014). Manajemen Pemasaran. Edisi 13. Jilid 1. Prenhalindo. Jakarta.
Nair, S. (2013). Assessing customer satisfaction and brand awareness of branded bread. IOSR Journal of Business and Management, 12(2), 13-18.
Pamungkas, B. R. 2014. Analisis Pengaruh Kesadaran Merek dan persepsi Kualitas Merek Melalui Loyalitas Merek. Skripsi. Universitas Diponegoro. Semarang.
Pusparani, P. A. Y. & Rastini, N. M. (2014). Pengaruh Kualitas Produk dan Brand Image Terhadap Kepuasan Konsumen dan Loyalitas Pelanggan Kamera Canon Digital Single Lens Reflex (Dslr) di Kota Denpasar. E-Junral Manajemen, 1311-1319.
Statista. (2021). Share of Skincare Users Before and During The COVID-19 Pandemic in Indonesia as of September 2020, By Type of Product. Retrieved from: https://www.statista.com/statistics/1218250/indonesia-skincare-users-before-and-during-covid-19-by-product-type/
Sitanggang, J. M., Sinulingga, S., Fachruddin, K. A. (2019). Analysis Of The Effect Of Product Quality On Customer Satisfaction And Customer Loyalty Of Indihome ATPT Telkom Regional 1 Sumatera, Medan, North Sumatra, Indonesia. American International Journal of Business Management, 26-37.
Tempo. (2020). Produk Kecantikan Lokal Jadi Favorit di Tik Tok, Somethinc dan Wardah Teratas. Retrieved from: https://cantik.tempo.co/amp/1417142/produk-kecantikan-lokal-jadi-favorit-di-tik-tok-somethinc-dan-wardah-teratas
Tuan, N. M. (2012). Effects of service quality and price fairness on student satisfaction. International Journal of Business and Social Science, 3(19 October), 132–151. Retrieved from https://www.academia.edu/9764615/Effects_of_Service_Quality_and_Price_Fairness_on_Student_Satisfaction.
Waluya, A. I., Iqbal, M. A., & Indradewa, R. (2019). How product quality, brand image, and customer satisfaction affect the purchase decisions of Indonesian automotive customers. International Journal of Services, Economics and Management, 10(2), 177-193.
Xia, L. K. B. Monroe dan J.L. Cox. (2004). The Price is Unfair! A Conceptual Framework of Price Fairness Perceptions. Journal of Marketing. 68.
Yamit, Z. 2017. Manajemen Kualitas Produk dan Jasa, Ekonisia: Yogyakarta
Zeithaml, V.A., Bitner, M.J., & Gremler, D.D. (2018). What Are Services?. (7th Ed.). Mc Graw Hi Education.