International Research & Citation Index
IRCI Article ID: IRCI-AR-0000001612

The Effect of Service Quality, Promotion and Word of Mouth on The Purchase Interest of Aquarium Consumers at The Sakti Aquarium Pamulang Store

Authors:
Firzatullah RamadhanRamadhan, FirzatullahRahadyan TajuddienTajuddien, Rahadyan

Journal: International Journal of Economics, Management and Accounting

Publication: 2025-11-30 · Vol. 3 No. 6 · pp. 481–487

DOI: 10.47353/ijema.v3i6.348

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Abstract
This study aims to analyze the influence of service quality, promotion, and word of mouth on consumer purchase intention at Sakti Aquarium Pamulang. The growing public interest in aquascaping and ornamental fish presents significant business opportunities; however, declining sales performance indicates potential marketing weaknesses. Using a quantitative approach with 207 respondents selected via the Slovin formula, data were analyzed using SPSS through validity, reliability, normality, and regression tests. The validity and reliability results confirmed that all research instruments were valid and reliable. The coefficient of determination (R² = 0.037) indicated that service quality, promotion, and word of mouth collectively explained 3.7% of purchase intention, while 96.3% was influenced by other factors. The t-test results revealed that service quality (Sig = 0.44) and word of mouth (Sig = 0.27) had no significant effect on purchase intention, whereas promotion (Sig = 0.07) showed a partial influence. These findings highlight that promotional activities play a more substantial role in shaping consumer interest than service quality or interpersonal recommendations. The study provides practical implications for improving marketing strategies in the aquarium retail sector and contributes to the broader understanding of consumer behavior in niche lifestyle industries.


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Authors
Firzatullah Ramadhan
Affiliation: , Pamulang University, Indonesia Author Origin : Indonesia
Ramadhan, Firzatullah
Rahadyan Tajuddien
Affiliation: , Pamulang University, Indonesia Author Origin : Indonesia
Tajuddien, Rahadyan


References
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Dunggio, S., Usu, I., & Karundeng, D. R. (2025). PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN: PENDEKATAN GRONROOS MODEL (STUDI KASUS PADA NJ SKIN TREATMENT). Jurnal Manajemen dan Inovasi, 6(2).
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Febryanti, H., & Hasan, F. (2022). Pengaruh word of mouth dan promosi online terhadap minat beli masyarakat pada usaha makanan online Nasi Madura Pantry’s Kota Pasuruan. Agriscience, 3(1), 164-178. https://doi.org/10.21107/agriscience.v3i1.15240
Grönroos, C. (1984). A Service Quality Model and its Marketing Implications. European Journal of Marketing, 18(4), 36–44. https://doi.org/10.1108/EUM0000000004784
Hermawan, R. A., Rahayu, E. S., & Pajar. (2025). Effect of Position Analysis and Competence on Employee Performance at BPR Prima Sejahtera. International Journal of Economics, Management and Accounting (IJEMA), 2(9), 799–804. https://doi.org/10.47353/ijema.v2i9.241
Kotler dan Gary Amstrong. 2019. Dasar-dasar Pemasaran. Jilid 1, Edisi Kesembilan.Jakarta: Erlangga.
Kotler dan Keller. 2019. Manajemen Pemasaran Edisi 13 Jilid 1. Jakarta: Erlangga.
Lupiyoadi, R. (2019). Manajemen Pemasaran Jasa: Berbasis Kompetensi (Edisi 4). Jakarta: Salemba Empat.
Ningrum, Lilian Mega Puri, & Eva Ratnasari. (2023). Pengaruh Promosi terhadap Keputusan Pembelian Pakaian pada Toko Qolsa Metro Tahun 2022. Journal of Student Research, 1(1), 394–403. https://doi.org/10.55606/jsr.v1i1.1067
Prasetyaningrum, I. D., & Rahmawati, N. I. (2023). ANALYSIS OF THE INFLUENCE OF PROMOTION, QUALITY OF SERVICE, ELECTRONIC WORD OF MOUTH, AND BRAND IMAGE ON CONSUMER BUYING INTEREST ON LAZADA E-COMMERCE SITE IN SEMARANG CITY. JMBI UNSRAT (Jurnal Ilmiah Manajemen Bisnis Dan Inovasi Universitas Sam Ratulangi)., 10(1), 345–355. https://doi.org/10.35794/jmbi.v10i1.46586
Rialita, A. J., & Nuraeni, N. (2023). MANAJEMEN PEMASARAN DALAM PENINGKATAN MINAT PENGUNJUNG PARIWISATA KOTA METRO. JSHI: Jurnal Syariah Hukum Islam, 2(2), 16–33. Retrieved from https://journal.iaidalampung.ac.id/index.php/jshi/article/view/112
Rismaya, T., Muslim, U. B., & Shiddieqy, H. A. . (2022). ANALISIS MENGENAI PENGARUH PROMOSI, KEPERCAYAAN, HARGA, DAN KUALITAS PELAYANAN TERHADAP MINAT BELI PADA E-COMMERCE DITINJAU DARI SUDUT PANDANG SYARIAH (Studi Pada Pengguna Shopee). Sahid Business Journal : Sharia Business Management Research Journal: Sharia Business Management Study Program, 1(01), 49–60. https://doi.org/10.56406/sahidbusinessjournal.v1i01.12
Sugiyono. (2020). Metode Penelitian Kuantitatif, Kualitatif dan R&D. Bandung: Alfabeta.
Veronika, V., & Nainggolan, N.P. (2022). PENGARUH PROMOSI, ATRIBUT PRODUK, DAN LOYALITAS KONSUMEN TERHADAP KEPUTUSAN PEMBELIAN DI TOKOPEDIA. Eqien - Jurnal Ekonomi dan Bisnis.
Tenima, Y. C., Moniharapon, S., & Lintong, D. C. (2023). Pengaruh Persepsi Harga Social Media Advertising dan Word of Mouth Terhadap Keputusan Pembelian Pada Rumah Makan Bakso Surabaya di Bahu. Jurnal EMBA: Jurnal Riset Ekonomi, Manajemen, Bisnis Dan Akuntansi, 11(3), 1367-1378. https://doi.org/10.35794/emba.v11i3.50947
Zebua, L. D. (2022). PENGARUH KUALITAS PELAYANAN TERHADAP MINAT BELI KONSUMEN DI TOKO IMELDA PONSEL TELUKDALAM. Jurnal Ilmiah Mahasiswa Nias Selatan, 5(1), 15-19. https://doi.org/10.57094/jim.v5i1.578
Ermansyah, R., & Muhajirin, M. (2022). PERAN BRAND IMAGE DAN WORD OF MOUTH TERHADAP MINAT BELI KONSUMEN DI KEDAI KOPI RADJA: peran brand image memediasi pengaruh word of mouth terhadap minat beli konsumen di kedai kopi radja. Samalewa: Jurnal Riset & Kajian Manajemen, 2(2), 150-158. https://doi.org/10.58406/samalewa.v2i2.974 DOI: https://doi.org/10.58406/samalewa.v2i2.974
Febryanti, H., & Hasan, F. (2022). Pengaruh word of mouth dan promosi online terhadap minat beli masyarakat pada usaha makanan online Nasi Madura Pantry’s Kota Pasuruan. Agriscience, 3(1), 164-178. https://doi.org/10.21107/agriscience.v3i1.15240 DOI: https://doi.org/10.21107/agriscience.v3i1.15240
Grönroos, C. (1984). A Service Quality Model and its Marketing Implications. European Journal of Marketing, 18(4), 36–44. https://doi.org/10.1108/EUM0000000004784 DOI: https://doi.org/10.1108/EUM0000000004784
Hermawan, R. A., Rahayu, E. S., & Pajar. (2025). Effect of Position Analysis and Competence on Employee Performance at BPR Prima Sejahtera. International Journal of Economics, Management and Accounting (IJEMA), 2(9), 799–804. https://doi.org/10.47353/ijema.v2i9.241 DOI: https://doi.org/10.47353/ijema.v2i9.241
Ningrum, Lilian Mega Puri, & Eva Ratnasari. (2023). Pengaruh Promosi terhadap Keputusan Pembelian Pakaian pada Toko Qolsa Metro Tahun 2022. Journal of Student Research, 1(1), 394–403. https://doi.org/10.55606/jsr.v1i1.1067 DOI: https://doi.org/10.55606/jsr.v1i1.1067
Prasetyaningrum, I. D., & Rahmawati, N. I. (2023). ANALYSIS OF THE INFLUENCE OF PROMOTION, QUALITY OF SERVICE, ELECTRONIC WORD OF MOUTH, AND BRAND IMAGE ON CONSUMER BUYING INTEREST ON LAZADA E-COMMERCE SITE IN SEMARANG CITY. JMBI UNSRAT (Jurnal Ilmiah Manajemen Bisnis Dan Inovasi Universitas Sam Ratulangi)., 10(1), 345–355. https://doi.org/10.35794/jmbi.v10i1.46586 DOI: https://doi.org/10.35794/jmbi.v10i1.46586
Rismaya, T., Muslim, U. B., & Shiddieqy, H. A. . (2022). ANALISIS MENGENAI PENGARUH PROMOSI, KEPERCAYAAN, HARGA, DAN KUALITAS PELAYANAN TERHADAP MINAT BELI PADA E-COMMERCE DITINJAU DARI SUDUT PANDANG SYARIAH (Studi Pada Pengguna Shopee). Sahid Business Journal : Sharia Business Management Research Journal: Sharia Business Management Study Program, 1(01), 49–60. https://doi.org/10.56406/sahidbusinessjournal.v1i01.12 DOI: https://doi.org/10.56406/sahidbusinessjournal.v1i01.12
Veronika, V., & Nainggolan, N.P. (2022). PENGARUH PROMOSI, ATRIBUT PRODUK, DAN LOYALITAS KONSUMEN TERHADAP KEPUTUSAN PEMBELIAN DI TOKOPEDIA. Eqien - Jurnal Ekonomi dan Bisnis. DOI: https://doi.org/10.34308/eqien.v11i04.1272
Tenima, Y. C., Moniharapon, S., & Lintong, D. C. (2023). Pengaruh Persepsi Harga Social Media Advertising dan Word of Mouth Terhadap Keputusan Pembelian Pada Rumah Makan Bakso Surabaya di Bahu. Jurnal EMBA: Jurnal Riset Ekonomi, Manajemen, Bisnis Dan Akuntansi, 11(3), 1367-1378. https://doi.org/10.35794/emba.v11i3.50947 DOI: https://doi.org/10.35794/emba.v11i3.50947
Aryani, M. (2024). Pengaruh Kualitas Pelayanan Promosi Terhadap Minat Beli Konsumen Mixue Kota Mataram. Jurnal Visionary : Penelitian Dan Pengembangan Dibidang Administrasi Pendidikan, 12(1), 261–269. https://doi.org/10.33394/vis.v12i1.11643
Dunggio, S., Usu, I., & Karundeng, D. R. (2025). PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN: PENDEKATAN GRONROOS MODEL (STUDI KASUS PADA NJ SKIN TREATMENT). Jurnal Manajemen dan Inovasi, 6(2).
Ermansyah, R., & Muhajirin, M. (2022). PERAN BRAND IMAGE DAN WORD OF MOUTH TERHADAP MINAT BELI KONSUMEN DI KEDAI KOPI RADJA: peran brand image memediasi pengaruh word of mouth terhadap minat beli konsumen di kedai kopi radja. Samalewa: Jurnal Riset & Kajian Manajemen, 2(2), 150-158. https://doi.org/10.58406/samalewa.v2i2.974
Febryanti, H., & Hasan, F. (2022). Pengaruh word of mouth dan promosi online terhadap minat beli masyarakat pada usaha makanan online Nasi Madura Pantry’s Kota Pasuruan. Agriscience, 3(1), 164-178. https://doi.org/10.21107/agriscience.v3i1.15240
Grönroos, C. (1984). A Service Quality Model and its Marketing Implications. European Journal of Marketing, 18(4), 36–44. https://doi.org/10.1108/EUM0000000004784
Hermawan, R. A., Rahayu, E. S., & Pajar. (2025). Effect of Position Analysis and Competence on Employee Performance at BPR Prima Sejahtera. International Journal of Economics, Management and Accounting (IJEMA), 2(9), 799–804. https://doi.org/10.47353/ijema.v2i9.241
Kotler dan Gary Amstrong. 2019. Dasar-dasar Pemasaran. Jilid 1, Edisi Kesembilan.Jakarta: Erlangga.
Kotler dan Keller. 2019. Manajemen Pemasaran Edisi 13 Jilid 1. Jakarta: Erlangga.
Lupiyoadi, R. (2019). Manajemen Pemasaran Jasa: Berbasis Kompetensi (Edisi 4). Jakarta: Salemba Empat.
Ningrum, Lilian Mega Puri, & Eva Ratnasari. (2023). Pengaruh Promosi terhadap Keputusan Pembelian Pakaian pada Toko Qolsa Metro Tahun 2022. Journal of Student Research, 1(1), 394–403. https://doi.org/10.55606/jsr.v1i1.1067
Prasetyaningrum, I. D., & Rahmawati, N. I. (2023). ANALYSIS OF THE INFLUENCE OF PROMOTION, QUALITY OF SERVICE, ELECTRONIC WORD OF MOUTH, AND BRAND IMAGE ON CONSUMER BUYING INTEREST ON LAZADA E-COMMERCE SITE IN SEMARANG CITY. JMBI UNSRAT (Jurnal Ilmiah Manajemen Bisnis Dan Inovasi Universitas Sam Ratulangi)., 10(1), 345–355. https://doi.org/10.35794/jmbi.v10i1.46586
Rialita, A. J., & Nuraeni, N. (2023). MANAJEMEN PEMASARAN DALAM PENINGKATAN MINAT PENGUNJUNG PARIWISATA KOTA METRO. JSHI: Jurnal Syariah Hukum Islam, 2(2), 16–33. Retrieved from https://journal.iaidalampung.ac.id/index.php/jshi/article/view/112
Rismaya, T., Muslim, U. B., & Shiddieqy, H. A. . (2022). ANALISIS MENGENAI PENGARUH PROMOSI, KEPERCAYAAN, HARGA, DAN KUALITAS PELAYANAN TERHADAP MINAT BELI PADA E-COMMERCE DITINJAU DARI SUDUT PANDANG SYARIAH (Studi Pada Pengguna Shopee). Sahid Business Journal : Sharia Business Management Research Journal: Sharia Business Management Study Program, 1(01), 49–60. https://doi.org/10.56406/sahidbusinessjournal.v1i01.12
Sugiyono. (2020). Metode Penelitian Kuantitatif, Kualitatif dan R&D. Bandung: Alfabeta.
Veronika, V., & Nainggolan, N.P. (2022). PENGARUH PROMOSI, ATRIBUT PRODUK, DAN LOYALITAS KONSUMEN TERHADAP KEPUTUSAN PEMBELIAN DI TOKOPEDIA. Eqien - Jurnal Ekonomi dan Bisnis.
Tenima, Y. C., Moniharapon, S., & Lintong, D. C. (2023). Pengaruh Persepsi Harga Social Media Advertising dan Word of Mouth Terhadap Keputusan Pembelian Pada Rumah Makan Bakso Surabaya di Bahu. Jurnal EMBA: Jurnal Riset Ekonomi, Manajemen, Bisnis Dan Akuntansi, 11(3), 1367-1378. https://doi.org/10.35794/emba.v11i3.50947
Zebua, L. D. (2022). PENGARUH KUALITAS PELAYANAN TERHADAP MINAT BELI KONSUMEN DI TOKO IMELDA PONSEL TELUKDALAM. Jurnal Ilmiah Mahasiswa Nias Selatan, 5(1), 15-19. https://doi.org/10.57094/jim.v5i1.578
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