scholarly journals EXPRESS: How Political Identity Shapes Customer Satisfaction

2021 ◽  
pp. 002224292110575
Author(s):  
Daniel Fernandes ◽  
Nailya Ordabayeva ◽  
Kyuhong Han ◽  
Jihye Jung ◽  
Vikas Mittal
Keyword(s):  
Customer Satisfaction ◽  
Free Will ◽  
Recent Work ◽  
Political Identity ◽  
Secondary Data ◽  
Product Categories ◽  
Consumption Experience

This article examines the effect of political identity on customers’ satisfaction with the products and services they consume. Recent work suggests that conservatives are less likely to complain than liberals. Building on that work, the present research examines how political identity shapes customer satisfaction which has broad implications for customers and firms. Nine studies combine different methodologies, primary and secondary data, real and hypothetical behavior, different product categories, and diverse participant populations to show that conservatives (vs. liberals) are more satisfied with the products and services they consume. This happens because conservatives (vs. liberals) are more likely to believe in free will (i.e., that people have agency over their decisions) and therefore to trust their decisions. We document the broad and tangible downstream consequences of this effect for customers’ repurchase and recommendation intentions and firms’ sales. The association of political identity and customer satisfaction is attenuated when belief in free will is externally weakened, choice is limited, or the consumption experience is overwhelmingly positive.

PENGARUH JASA PELAYANAN FREIGHT FORWARDING TERHADAP KEPUASAN PELANGGAN

2018 ◽  
Author(s):  
Andar Sri Sumantri ◽  
Radix Nugrahanto
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Secondary Data ◽  
Sampling Technique ◽  
Positive Influence ◽  
Linear Regression Equation ◽  
Independent Variables ◽  
Freight Forwarder ◽  
Freight Forwarding ◽  
A Company

<p>Customer is an important factor for the survival of a company. At a time, company sometimes didn’t know the level of customer satisfaction. If the company continues with this situation, the company would not know the next strategies to develop the company. There are many factors that connected with customer such as trust, facility and service quality. This research objective is to analyze if there is a positive influence, both individually and simultaneously between independent variables which are trust, facility and service quality to the dependent variable which is customers. In this research the object are the customers of PT Panah Persada Logisindo Semarang. The data sources are primary and secondary data using sampling technique of 80 respondents. The results of multiple linear regression equation show that there is a positive influence and partial significant between (t= 3,543 &gt; ttebal = 1, 99167) Trust, (t=4,976 &gt;ttebal=1,99167 ) Facility and (t =3,908 &gt; ttebal= 1, 99167) Service Quality effected by customer satisfaction.</p><p><strong>Keywords: Trust, Facility, Service Quality, Customer Satisfaction</strong></p><p>Kepuasaan Pelanggan merupakan faktor penting terhadap kelangsungan hidup sebuah perusahaan. Masalah yang dihadapi perusahaan saat ini berkaitan dengan tidak diketahuinya kepuasaan Pelanggan setiap tahun, Jika ini dibiarkan terus menerus, perusahaan tidak dapat menentukan strategi untuk meningkakan kepuasaan pelanggan. Ada banyak faktor yang mempengaruhi Kepuasaan Pelanggandipengaruhi oleh kepercayaan, fasilitas dan Kualitas Pelayanaan. Perumusan masalah, tujuan penelitian dan hipotesis pada latar belakang masalah dan tujuan penelitian ini untuk menganalisis adakah pengaruh yang positif baik secara individual dan simultan antara variabel independen yaitu kepercayaan, fasilitas, kualitas pelayanaan terhadap variabel dependen yaitu Kepuasaan Pelanggan. Pada penelitian ini obyek yang diambil pengguna jasa Freight forwarder PT Panah Persana Logisindo Semarang Sumber data meliputi data primer dan sekunder. Sampel pada penelitian ini adalah 80 responden teknik sampling yang digunakan seluruh populasi dijadikan sample. Berdasarkan hasil penelitian dan analisis berganda dihasilkan persamaan : Hasil persamaan regresi linear berganda menunjukkan bahwa ada pengaruh yang positif dan signifikan secara parsial antara ( t hitung = 3,543&gt; t tabel = 1,99167) kepercayaan, (t hitung4,976 &gt; t tabel =1,99167) Fasilitas ( t hitung = 3,908&gt; t tabel = 1,99167) Kualitas pelayanaan terhadap Kepuasaan Pelanggan.</p><p><strong>Kata kunci : Kepercayaan, Fasilitas, Kualitas Pelanggan. Kepuasaan Pelanggan</strong></p>

Identity Politics' Issue In Indonesia Presidential Election 2019

2019 ◽  
Vol 1 (5) ◽  
Author(s):  
Ida Susilowati ◽  
Zahrotunnimah Zahrotunnimah ◽  
Nur Rohim Yunus
Keyword(s):  
Identity Politics ◽  
Presidential Election ◽  
Political Identity ◽  
Secondary Data ◽  
The Other ◽  
The Political ◽  
Political Campaign ◽  
Communist Ideology ◽  
Presidential Election Campaign ◽  
Research Analysis

AbstractPresidential Election in 2019 has become the most interesting executive election throughout Indonesia's political history. People likely separated, either Jokowi’s or Prabowo’s stronghold. Then it can be assumed, when someone, not a Jokowi’s stronghold he or she certainly within Prabowo’s stronghold. The issue that was brought up in the presidential election campaign, sensitively related to religion, communist ideology, China’s employer, and any other issues. On the other side, politics identity also enlivened the presidential election’s campaign in 2019. Normative Yuridis method used in this research, which was supported by primary and secondary data sourced from either literature and social phenomenon sources as well. The research analysis concluded that political identity has become a part of the political campaign in Indonesia as well as in other countries. The differences came as the inevitability that should not be avoided but should be faced wisely. Finally, it must be distinguished between political identity with the politicization of identity clearly.Keywords. Identity Politics, 2019 Presidential Election

scholarly journals Analisis Kepuasan Pelanggan dalam Membeli Buah-buahan Segar di Moena Fresh Bali

2018 ◽  
pp. 81
Author(s):  
PUTU OKA WARDIKA ◽  
RATNA KOMALA DEWI ◽  
NI WAYAN PUTU ARTINI
Keyword(s):  
Data Analysis ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Qualitative Data ◽  
Descriptive Analysis ◽  
Secondary Data ◽  
Satisfaction Index ◽  
The Matrix ◽  
Competitive Prices ◽  
Data Analysis Methods

Analysis Customer Satisfaction in Buying Fresh Fruits in Moena Fresh Bali Increased consumption of fruits in the country have an impact on the growth of fruitsales in Indonesia. This increase causes the appearance of stiff competition in thebusiness of fruits. Moena Fresh Bali as one of the companies that sell fresh fruitsmust innovate or improve the shortage so that the consumers do not turn to otherproducts. Consumer behavior may help explain how consumers obtain satisfaction.The purpose of this research is to determine satisfaction of Moena Fresh Baliconsumers and to find out actions to increase customer satisfaction of Moena Fresh.The location of the research was conducted at four Moena Fresh outlets as it wasconsidered to represent consumers in every sub-district in Denpasar City. Thenumber of respondents was as many as 50 respondents and the sampling wasconducted by using accidental sampling. Types of data collected include quantitativeand qualitative data which were sourced from primary and secondary data. Methodsof data collection were by using interview techniques, observation, anddocumentation. Data analysis methods used were descriptive analysis, ImportancePerformance Analysis and Customer Satisfaction Index. Based on the results ofresearch, the calculation of CSI to the attributes of Moena Fresh Bali was 77.6% i.e.it meets the criteria of satisfaction. Based on the Matrix of Importance Performance,product attributes are classified into four quadrants and actions to improve customersatisfaction are through the improvement of attributes that become the main priority,namely the attributes of advertising / promotion, price, and discounts. The studysuggests that Moena Fresh Bali should perform printed and electronic publicationsand set competitive prices to maintain its customers.

scholarly journals WOM as The Mediator of Marketing Mix to Customer Satisfaction in Covid-19 Pandemic

2021 ◽  
Vol 14 (2) ◽  
pp. 147-157
Author(s):  
Novi Haryati ◽  
◽  
Rosita Widya Putri ◽  
Nisrina Qotrunnada ◽  
Yafi Alam Syah ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Descriptive Analysis ◽  
Secondary Data ◽  
Marketing Mix ◽  
Sem Analysis ◽  
Primary Data ◽  
Mediating Role ◽  
The Relationship

This study examines coffee shops’ marketing mix and its impact on customer satisfaction and word of mouth (WOM). Also, analyzing customer satisfaction mediates the relationship between the marketing mix and word of mouth. This study used a quantitative approach with 100 sampling of coffee shop’s customers across Malang City. Primary data collection is done by distributing questioner containing several questions using a Likert scale to the respondents, while secondary data is obtained from literature studies. For analyzing the data, this study applied descriptive analysis and statistical analysis employed WarpPLS 7.0 software to perform the Partial Least Squares-Structural Equation Modelling (PLS-SEM) analysis. This study proves that marketing mix has a positive and significant effect on customer satisfaction, and the same relationship was found between the marketing mix and WOM. An important finding from this study is that customer satisfaction plays a mediating role between marketing mix and word of mouth.

scholarly journals PENGARUH KUALITAS PELAYANAN BANQUET TERHADAP KEPUASAN KONSUMEN PADA LABERSA GRAND HOTEL & CONVENTION CENTER SIAK HULU KAMPAR

2019 ◽  
Vol 8 (1) ◽  
pp. 176-188
Author(s):  
Nova Syafrina ◽  
Syaiful Akbar
Keyword(s):  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Secondary Data ◽  
Simple Linear Regression ◽  
Independent Variables ◽  
Convention Center ◽  
Grand Hotel

Abstrak           Penelitian ini dilakukan di Labersa Grand Hotel & Convention Center, Siak Hulu, Kampar. Tujuan penelitian ini adalah untuk mengetahui apakah ada pengaruh yang signifikan antara kualitas pelayanan terhadap kepuasan konsumen pada Labersa Grand Hotel & Convention Center, Siak Hulu, Kampar. Populasi yang ada dalam penelitian ini sebanyak 1.317 orang. Dalam penelitian ini pengambilan sampel menggunakan asidental sampling, yaitu sebesar 93orang. Data yang digunakan adalah data primer dan sekunder dengan analisis menggunakan regresi linier sederhana. Hasil penelitian menunjukan bahwa hasil regresi linier adalah Y=16,974+ 0,642X yaitu memiliki arah hubungan yang positif, dan dan variabel kualitas pelayanan berpengaruh signifikan terhadap kepuasan konsumen hal tersebut dapat dilihat nilai nilai t_hitung (7,722) > dari t_tabel (1,98638). sedangkan besarnya pengaruh kualitas pelayanan terhadap kepuasan konsumen adalah sebesar 39,6 persen sedangkan sisanya sebesar 60,4 persen menggambarkan variabel bebas lainnya yang tidak  diamati dalam penelitian ini.     Kata Kunci : Kualitas Pelayanan Dan Kepuasan Konsumen.            This research was conducted at Labersa Grand Hotel & Convention Center, Siak Hulu, Kampar. The purpose of this study was to determine whether there was a significant effect between the quality of service on customer satisfaction at Labersa Grand Hotel & Convention Center, Siak Hulu, Kampar. The population in this study was 1,317 people. In this study the sampling uses incidental sampling, which is equal to 93 people. The data used are primary and secondary data with analysis using simple linear regression. The results showed that the linear regression results were Y = 16,974 + 0,642X which has a positive relationship direction, and the service quality variable has a significant effect on customer satisfaction. It can be seen the value of t-count (7,722)> from t-table (1,98638). while the magnitude of the effect of service quality on consumer satisfaction is 39.6 percent while the remaining 60.4 percent describes other independent variables not observed in this study..  Keywords: Service Quality and Consumer Satisfaction

scholarly journals Analisis Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan (Studi Kasus: Pamella Empat Supermarket)

2018 ◽  
Vol 26 (2) ◽  
pp. 210-225
Author(s):  
Riska Maulani ◽  
Yunita Fitri W
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Quantitative Research ◽  
Secondary Data ◽  
Total Sample ◽  
Primary Data ◽  
Probability Sample ◽  
Sample Technique

The purpose of this study to determine the effect of service quality on customer satisfaction simultaneously. The type of research used in this study is quantitative research. This research uses primary data and secondary data. While the sample technique used is a non-probability sample that uses a total sample of 100 respondents. Based on the results of this study, the quality of service consisting of reliability (reliability) X1, tangible X2, X3 responses, assurance and certainty (assurance) X4, and empathy (empathy) X5 affect customer satisfaction (Y) simultaneously or simultaneously.

scholarly journals ANALISIS SIKAP DAN KEPUASAN KONSUMEN TERHADAP ATRIBUT PRODUK KARKAS AYAM PEDAGING SEGAR DI PASAR TRADISIONAL KOTA SAMARINDA

2018 ◽  
Vol 8 (2) ◽  
pp. 69
Author(s):  
Arif Ismanto ◽  
Try Julianda ◽  
. Mursidah
Keyword(s):  
Customer Satisfaction ◽  
Consumer Satisfaction ◽  
Secondary Data ◽  
Data Retrieval ◽  
Primary Data ◽  
Consumer Attitude ◽  
Satisfaction Index ◽  
Traditional Markets ◽  
Level Of Satisfaction

This research aims to know the attitude of consumers, the level of satisfaction, and what product attributes that are considered consumers before buying the broiler carcass in traditional market of Samarinda City. The data retrieval research conducted during November 2016. The basic method of research is using descriptive method, and it’s implementation with the technique level. The location of the study was chosen intentionally in Samarinda City by taking 3 traditional markets as a sample. The determination of the number of samples is done proportionally and the technique of determining the sampling method by chance (Accidental sampling) with the number of samples of 50 respondents. The type of data used is primary data and secondary data with data collection techniques by observation, interview, and recording. The analysis used is Fishbein Multi Attribute attitude analysis and to analyze satisfaction using Customers Satisfaction Index. The result of the research based on analysis of Fishbein Multiatribut known to consumer attribute value toward color attribute 16.80, weight (16.48), aroma (15.76), skin hygiene (14.57) and price (13.11). Based on Costumer Satification Index the level of customer satisfaction on broiler carcass is 77.11%. Result of research based on analysis of Fishbein Multi Attribute known consumer attitude toward carcass is “positive” which means consumers are well-receptive to broiler carcass in traditional markets with most attributes considered in the purchase decision of chicken carcasses in traditional markets of Samarinda City is the color of broiler carcasses. The order of attributes from the most considered to the least considered is color, carcass weight, aroma, skin hygiene and broiler carcass price. Based on Customer Satisfaction Index of consumer satisfaction level against broiler carcass is 77.11% who are satisfied category.

scholarly journals PROGRAM SERVICE RECOVERY UNTUK PENCIPTAAN KEPUASAN PELANGGAN DI ANGKUTAN KERETA API DAERAH OPERASI 2 BANDUNG

2016 ◽  
Vol 16 (1) ◽  
pp. 24
Author(s):  
Fitri Lestari
Keyword(s):  
Customer Satisfaction ◽  
Linear Regression Analysis ◽  
Service Recovery ◽  
Secondary Data ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Primary Data ◽  
Survey Method ◽  
Perceived Satisfaction ◽  
Recovery Program

The development modes of transportation in Indonesia led to competition in the various modes such as by land; sea and air were increasing. Railway is one mode of transportation, especially as the most dominated by the passenger in Bandung. Due to higher competition pattern, efforts were made to improve passenger satisfaction. Various complaints can occur, and will increase if not addressed promptly so that the company should seek to restore service (service recovery) that passengers are satisfied. This study was conducted to determine how the implementation of the program service recovery Argo Gede Train, perceived satisfaction of passengers and how much influence the program service recovery on customer satisfaction.The object of this research was Argo Gede Train passenger route Bandung-Jakarta. The independent variable in this study was a service recovery program (X), and the dependent variable was customer satisfaction (Y). The type of research was descriptive verification, through explanatory survey method with simple random sampling technique, and 100 respondents were analyzed by linear regression analysis. The data used in this study are primary data and secondary data, with data collection through interviews, direct observations, and questionnaires' research, and literature studies. The results showed in the service recovery program, has improved the accuracy of the biggest scores. The results showed that the service recovery program has the effect of 47.80% on customer satisfaction to note that the service recovery program has a significant impact on customer satisfaction.  Keywords: Service Recovery, Customer Satisfaction    

scholarly journals The Effect of Customer Satisfaction on Customers Loyalty at the Green Mart Supermarket in Namrole City

2021 ◽  
Author(s):  
M Chairul Basrun Umanailo
Keyword(s):  
Customer Satisfaction ◽  
Secondary Data ◽  
Sampling Technique ◽  
Primary Data ◽  
Literature Study ◽  
Long Time ◽  
Quality Of Products ◽  
The City ◽  
Positive Effect

This study aims to determine the effect of customer satisfaction on buyer loyalty at Green Mart in Namrolesupermarkets. This research is quantitative. This research took place in the city of Namrole with the object of research at the Green Mart Supermarket. Sources of data in this study are primary data and secondary data. The data collection techniques in this research were survey and literature study. Sampling was done by non-probability sampling with a purposive sampling technique. The data analysis in this study used regression analysis. This analysis is used to examine the effect of customer satisfaction on loyalty. The results showed that customer satisfaction has a positive effect on loyalty. This implies that, if customer satisfaction increases, loyalty also tends to increase, if a customer is satisfied with the value provided by the products sold and the services received from Supermarkets, Green Mart is very likely to become loyal customers to Supermarkets. Green Mart for a long time. However, if customer satisfaction decreases, loyalty tends to decrease. Increased customer satisfaction is influenced by several factors, including the product and quality of products sold by various stores and according to the market tastes of shop consumers, friendliness, speed of service, and ease of transactions.

scholarly journals Analysis Of Virtual Product Marketing Strategies To Increase Customer Satisfaction (Case Study On Bukalapak Partners)

2022 ◽  
Vol 3 (2) ◽  
pp. 86-109
Author(s):  
Jessica Artanti ◽  
Prima M. Agustini ◽  
Arief Saptono ◽  
Gilang Kartika Hanum ◽  
Regina D.O.
Keyword(s):  
Customer Satisfaction ◽  
Secondary Data ◽  
Marketing Strategies ◽  
Primary Data ◽  
Product Positioning ◽  
Sensitive Issue ◽  
Depth Interviews ◽  
Research Analysis ◽  
Initial Target

This study aims to analyze the marketing strategy of Mitra Bukalapak in increasing customer satisfaction. In this study, the researcher uses a qualitative approach, which aims to find out what strategies are used by Bukalapak's internal partners to increase Customer Satisfaction. The data used for this research are primary data and secondary data. The results of the research analysis using in-depth interviews with the internal parties of Bukalapak Partners and Bukalapak Partners as triangulators where they transact using the Bukalapak Partner application as a place to transact. The segment of Mitra Bukalapak is for all levels, where the initial target is the klontong shop and the product positioning offered is virtual and wholesale products. From the 7P marketing mix implemented by Bukalapak Partners internally, there are several strategies that still need to be addressed, one of which is the price strategy because the price is still a sensitive issue, especially for buyers who are price-sensitive. However, there are also strategies that have been created and implemented that can accepted by Bukalapak Partners.

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