• Muhammad Wadud Indo Global Mandiri University



This study discusses how the performance of loading and unloading companies that provide services to customers. The purpose of this study is to know how the involvement of employees, work processes and physical environment in providing services loading and unloading ports so as to provide customer satisfaction. Research location at PT. Gajah Unggul Internasional located in Boom Baru Palembang, the data used combination of primary data and secondary data with the number of respondents as many as 100 company. Data collection techniques through observation and questionnaires. The variables of this study are endogenous and exogenous variables. Endogenous variables consist of people, process and physical evidence. While the exogenous variable is customer satisfaction. To measure the effect of variables using the SEM method with the amos version 22 program that was processed based on a simple linear regression model. From the results of the research data obtained information that the variables of people, process and physical evidence give influence to customer satisfaction, but from the three variables studied only process variables that give a negative effect on customer satisfaction, this is caused by the complexity of administrative matters so that service less satisfactory and do not give satisfaction to customers. The limitations of this study only focus on aspects of people, processes, and the physical environment, because there needs to be other aspects that need to be researched so that the information obtained more konfrehensif.

Keywords :Participant (People), Process, Physical evidence, Marketing mix Services

Author Biography

Muhammad Wadud, Indo Global Mandiri University

Program studi Ekonomi Manajemen


Abdelhamed, I., Marcjanna, E., & Agustyn, M. (2016). Direct effects of quality management on competitive advantage. International Journal of Quality & Reliability Management, 33(9), 2–24.

American Marketing Association.2003. PerilakuPelanggan dan Implikasi dalamStrategi Pemasaran. Terjemahan Nugroho Setiadi J. PT. Prenada Media. Jakarta.

Assael, Henry. 1992. Consumer Behavior and Marketing Action. Fourth Edition, KentPublishing Company, Boston.

Belz, F. M., & Binder, J. K. (2015). Sustainable Entrepreneurship: A Convergent Process Model. Business Strategy and the Environment, 1–17.

Buchari Alma, “ Manajemen Pemasaran dan Pemasaran Jasaâ€,CV. Alfabeta,Bandung: 2009

Djaslim Saladin. 2003, Perilaku Pelanggan dan Pemasaran Strategik. Bandung: Linda Karya, Elisabeth dan sri, 2011, the Impacts of marketing Mix On Students Choice Of University, 2nd Internasional Conference On Business and Economic Research (2nd ICBER 2011) Proceeding, Study Case Of Private University In Bandung, Indonesia.

Engel, James F., Blackwell, Roger D. & Miniard, Paul W. 1995. Perilaku Pelanggan. AlihBahasa: F. X. Budiyanto, Jilid I, Binarupa Aksara, Jakarta.

Fandy Tjiptono,2008, Strategi Bisnis Pemasaran. Andi.Yogyakarta.

Google// halaman 4

Husein Umar. 2002, Riset Pemasaran dan Perilaku Pelanggan. Jakarta: PT. Gramedia Pustaka Utama, Metode Penelitian untuk skripsi, dan Tesis Bisnis.

Ihugba, O. A., & Njoku, A. C. (2017). Social and Community Services Government Expenditure and Nigeria’s Economic Growth. In Advances in Applied Economic Research (pp. 59-71). Springer, Cham.

Karam, F., & Zaki, C. (2015). Trade volume and economic growth in the MENA region: Goods or services?. Economic Modelling, 45, 22-37.

Kotler, Philip. 2000, Marketing Management, The Millenium 1st Edition. Prentice Hall, New Jersey.

Kotler, Philip. 2000. Manajemen Pemasaran: Analisis, Perencanaan, Implementasi dan Control.Terjemahan. Edisi kedelapan, jilid I, Prenhallindo, Jakarta

Kotler Philip, dan Gary Amstrong. 2012. Principles Of Marketing, Global Edition, 14 Edition, Pearson Education

Kotler, Philip & Gary Amstrong, 2012.Prinsiple of Marketing, 14 Edition, NewJersey: Prentice Hall

Kotler, Philip and Kevin Lane Keller. 2012.Marketing Management 13.New Jersey:Pearson Prentice all, Inc

Kotler, Philip dan Gary Armstrong. 2010. Principles of Marketing (Edisi 13). United states of America: Pearson

Kotler, Philip, (2006), Manajemen Pemasaran, Analisis PerencanaandanPengendalian, Jilid 2 Edisi Kedelapan, Penerbit Erlangga,Jakarta.

Kotler,Philip and Gary Armstrong. 2012. Prinsip-prinsip Pemasaran. Edisi13. Jilid 1.Jakarta: Erlangga.

Monroe, Allard C.R. Van Riel et al., 2005. Marketing Antecedent of Industrial Brand Equity: AnEmpirical Investigation in Spesialty Chemical. Industrial Marketing Management (12) 841-847.

Maggioni, D., Lo Turco, A., & Gallegati, M. (2016). Does product complexity matter for firms’ output volatility?Journal of Development Economics (Vol. 121).

Noland, M., Park, D., & Estrada, G. B. (2012). Developing the service sector as engine of growth for Asia: an overview.

Porter, M. E. (1985). Competitive Advantage - Creating and Sustaining Superior Performance. New York: FreePress (First Free). New York: The Free Press.

Schiffman, Leon G and Leslie Lazar Kanuk. 2001. Consumer Behavior. Seven Edition. NewJersey: Prentice Hall,Inc.

Soekanto, Soerjono. 2000. Sosiologi Suatu Pengantar. Jakarta : PT. Raja Grafindo.

Sugiyono. 2012. Metode Penelitian Bisnis (Pendekatan Kuantitatif, Kualitatif, dan R&D). Bandung : CV.Alfabeta.

Sugiyono. 2014. Metode Penelitian Kuantitatif, Kualitatif, dan Kombinasi (Mixed Methods). Bandung :Alfabeta

Sugiyono. 2014. Metode Penelitian Pendidikan Pendekatan Kuantitatif dan Kualitatif. Bandung : CV.Alfabeta

Swastha Basudan Irawan. 2003. Manajemen Pemasaran Modern. Yogyakarta :Liberti.

Solvell, O. (2015). The Competitive Advantage of Nations 25 years – opening up new perspectives on competitiveness. Competitiveness Review, 25(5), 471–481.

Tjiptono, Fandi. 2011. Strategi Pemasaran., Edisi kedua, Cetakan pertama. Yogyakarta : Andi Offset.

Tjiptono, F. (2011).Service Qualiy and Satisfaction Edisike dua. Yogyakarta:Penerbit Andi.

_______, 2005. Manajemen Pemasaran Edisi Kesebelas. Jilid 2. Indeks, Jakarta.

Kotler Philip and Kevin L. Keller. 2012. Marketing Management. 14th Edition.Prentice Hall. New Jersey.

Yulna Dewita Hia, 2012, Pengaruh bauran pemasaran terhadap keputusan pembelian minyak goreng sari murni. Jurnal Vol. 1 No. 1.STKIP PGRI Sumatera Barat. Hal 137-143

Wang, H.-L. (2014). Theories for competitive advantage. Being Practical with Theory: A Window into Business Research.

Williams, S. D. (2007). Gaining and losing market share and returns : a competitive dynamics model. Journal of Strategic Marketing, 15(December), 139–148.




How to Cite

Wadud, M. (2018). BAURAN PEMASARAN JASA (3 Ps : PEOPLE, PROCESS & PHYSICAL EVIDENCE) BAGI KEPUASAN PELANGGAN. Jurnal Ilmiah Ekonomi Global Masa Kini, 8(1), 21–29.