THE EFFECT OF SERVICE QUALITY AND CUSTOMER VALUE TO CUSTOMER SATISFACTION (Case Study on Simpedes Savings Products Customer of BRI Unit Tugu Semarang)

In the competitive situation of banks, banks as an industry engaged in services not only offer services but also products offered by the bank. Simpedes is one of the savings products offered by BRI for the village community which then extends to the urban community using the savings products. However, customers of Simpedes savings product at BRI Unit Tugu Semarang have decreased. This is due to several complaints on customer ratings on Simpedes product services. This study aims to determine the effect of service quality and customer value on customer satisfaction in customers of savings products Simpedes BRI Unit Tugu Semarang.This type of research is explanatory research, the method of data collection using interviews, data collection tools using a questionnaire with a sample of 100 respondents, customers are saving on Simpedes savings products. The sampling technique by purposive sampling. Data were analyzed by using validity test, reliability test, coefficient of determination, simple linear regression, multiple linear regression, T test, and F test with the help of SPSS 16.0 program.The results of this study can be concluded that partially these variables have a significant effect on customer satisfaction. Service Quality affects customer satisfaction with t count (7,568)> t table (1,9845). The value of customer influence on customer satisfaction with t count (8,373)> t table (1,9845). Simultaneously, the variable of service quality and customer value have an effect on customer satisfaction with result of F count (73,837) > F table (3,0902).Suggestions that can be given in the research is the BRI Tugu Unit need to improve the service quality by adding employees who assist customer transactions at the teller, adding facilities for space services such as chairs and drinking water and provide attractive interest rates on Simpedes savings products.In the competitive situation of banks, banks as an industry engaged in services not only offer services but also products offered by the bank. Simpedes is one of the savings products offered by BRI for the village community which then extends to the urban community using the savings products. However, customers of Simpedes savings product at BRI Unit Tugu Semarang have decreased. This is due to several complaints on customer ratings on Simpedes product services. This study aims to determine the effect of service quality and customer value on customer satisfaction in customers of savings products Simpedes BRI Unit Tugu Semarang.This type of research is explanatory research, the method of data collection using interviews, data collection tools using a questionnaire with a sample of 100 respondents, customers are saving on Simpedes savings products. The sampling technique by purposive sampling. Data were analyzed by using validity test, reliability test, coefficient of determination, simple linear regression, multiple linear regression, T test, and F test with the help of SPSS 16.0 program.The results of this study can be concluded that partially these variables have a significant effect on customer satisfaction. Service Quality affects customer satisfaction with t count (7,568)> t table (1,9845). The value of customer influence on customer satisfaction with t count (8,373)> t table (1,9845). Simultaneously, the variable of service quality and customer value have an effect on customer satisfaction with result of F count (73,837) > F table (3,0902). Suggestions that can be given in the research is the BRI Tugu Unit need to improve the service quality by adding employees who assist customer transactions at the teller, adding facilities for space services such as chairs and drinking water and provide attractive interest rates on Simpedes savings products.

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PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN PADA PERUSAHAAN MASTER PIECE KARAOKE DI KOTA BENGKULU

EKOMBIS REVIEW: Jurnal Ilmiah Ekonomi dan Bisnis ◽

10.37676/ekombis.v9i1.1233 ◽

2021 ◽

Vol 9 (1) ◽

pp. 50-58

Author(s):

Yudi Irawan Abi

Keyword(s):

Linear Regression ◽

Data Collection ◽

Service Quality ◽

Multiple Linear Regression ◽

Consumer Satisfaction ◽

Sampling Technique ◽

Coefficient Of Determination ◽

Sampling Techniques ◽

Analysis Tool ◽

Test Result

The purpose of this study was to determine the effect of tangible, reliability, responsiveness, assurance and empathy of service quality to consumer satisfaction of Master Piece Karaoke in Bengkulu. The sampling technique in this study using purposive sampling techniques and data collection is done by distributing questionnaires to the respondents. The questionaires were distributed to the 100 respondent of Master Piece Karaoke in Bengkulu. The analysis tool used is multiple linear regression using SPSS 16. Hypothesis testing using the T test. Result shows that partially, tangible, reliability, responsiveness, assurance and empathy variables has significant effect on consumer satisfaction of Master Piece Karaoke in Bengkulu. Based on the analysis of known coefficient of determination value of Adjusted R Square is 0.477, this means 47,7% variable consumer satisfaction is influenced by variables service quality.

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Pengaruh Service Quality terhadap Customer Satisfaction Pada PT. Bank Jateng KCP Cepu

EQUILIBRIUM Jurnal Ilmiah Ekonomi dan Pembelajarannya ◽

10.25273/equilibrium.v6i1.2189 ◽

2018 ◽

Vol 6 (1) ◽

pp. 86

Author(s):

Zariahwati Ajining Pambudi

Keyword(s):

Linear Regression ◽

Customer Satisfaction ◽

Service Quality ◽

Hypothesis Test ◽

Sampling Technique ◽

T Test ◽

Coefficient Of Determination ◽

Simple Linear Regression ◽

Test Of Hypothesis ◽

Study Population

This research has a purpose to know the implementation of Service Quality, to know the Customer Satisfaction at PT. Bank Jateng KCP Cepu. In this study population consists of 1.000 customer satisfaction with a sample of 286 using Incidental sampling technique. Data were taken by questionnaire, observation and documentation. The analysis was processed with SPSS program version 22.0 using simple linear regression with test of hypothesis test of determination and t test. The result of research shows that the result of Simple Linear Regression Test is Y = 9,311 + 0,763 X, constant of 9,311 means if variable of Service Quality is still value then Customer Satisfaction is 0,763 so there is influence between Service Quality to Customer Satisfaction. The result of Coefficient of Determination ( ) is known 0,400 means 40% Service Quality is influenced by Customer Satisfaction, while the rest 60% Service Quality is influenced by other variables not examined in this research. Then, the result of t test obtained value is 13,765 while equal to 1,9683. This means that the value of > (13,765>1,9683) so it can be concluded that Ho is rejected and Ha accepted, meaning there is influence the Service Quality to Customer Satisfaction at PT. Bank Jateng KCP Cepu.

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Pengaruh Kualitas Pelayanan terhadap Kepuasan Pelanggan Grab di Kota Palembang

Jurnal Nasional Manajemen Pemasaran & SDM ◽

10.47747/jnmpsdm.v1i2.119 ◽

2020 ◽

Vol 1 (2) ◽

pp. 46-55

Author(s):

Nadia Afrilliana

Keyword(s):

Linear Regression ◽

Customer Satisfaction ◽

Service Quality ◽

Multiple Linear Regression ◽

Sampling Technique ◽

Problem Formulation ◽

Primary Data ◽

Coefficient Of Determination ◽

Analysis Technique ◽

Questionnaire Method

Tujuan dari penelitian ini untuk mengetahui rumusan masalah adakah pengaruh kualitas pelayanan terhadap kepuasan pelanggan Grab di Kota Palembang. Jenis penelitian yang digunakan adalah penelitian Asosiatif yaitu untuk mengetahui pengaruh kualitas pelayanan terhadap kepuasan pelanggan Grab di Kota Palembang. Variabel yang digunakan adalah Tangible, Reliability, Responsiveness, Assurance dan Empathy. Sampel dalam penelitian ini adalah sebanyak 68 responden, dengan teknik pengambilan sampel Purvosive Sampling. Data yang digunakan dalam penelitian ini adalah data primer, dengan menggunakan metode kuesioner. Teknik analisis yang digunakan adalah regresi linier berganda yang didapat Y =. 3,725+ 0,130 X1 + 0,255 X2 + 0,082 X3 + 0,273 X4 - 0,088 X5+e Secara simultan (Uji F) ada pengaruh yang signifikan tangible, reliability, responsiveness, assurance dan empathy terhadap kepuasan pelanggan Grab di Kota Palembang. Secara parsial (Uji t) variabel tangible thitung (2,609) ≥ ttabel (1,666), variabel reliability thitung (3,454) ≥ ttabel (1,666), variabel responsiveness thitung (1,176) ≤ ttabel (1,666), variabel assurance nilai thitung (3,235) ≥ ttabel (1,666), dan variabel empathy thitung (-0.985) ≤ ttabel (1,666), Koefisien Determinasi R2 sebesar 0,663 angka tersebut menggambarkan bahwa kepuasan pelanggan dapat dipengaruhi oleh kualitas pelayanan sebesar 66,3% sedangkan sisanya 0,337 atau 33,7% dijelaskan oleh variabel lain yang tidak termasuk dalam penelitian ini. The purpose of this study was to determine the problem formulation whether the effect of service quality on Grab customer satisfaction in Palembang City. This type of research is associative research, which is to determine the effect of service quality on Grab customer satisfaction in Palembang City. The variables used are Tangible, Reliability, Responsiveness, Assurance and Empathy. The sample in this study were 68 respondents, with purposive sampling technique as a sample. The data used in this study are primary data, using a questionnaire method. The analysis technique used is multiple linear regression obtained Y =. 3,725+ 0.130 X1 + 0.255 X2 + 0.082 X3 + 0.273 X4 - 0.088 X5 + e Simultaneously (F test) there is a significant effect of tangible, reliability, responsiveness, assurance and empathy on Grab customer satisfaction in Palembang City. Partially (t test) tangible variable t count (2.609) ≥ttable (1.666), variable reliability tcount (3.454) ≥ttable (1.666), variable responsiveness tcount (1.176) ≤ttable (1.666), assurance variable tcount (3,235) ≥ t table (1.666), and the empathy variable tcount (-0.985) ≤ttable (1.666), the coefficient of determination R2 of 0.663 this figure illustrates that customer satisfaction can be influenced by service quality by 66.3% while the remaining 0.337 or 33.7% is explained by other variables not included in this study.

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Effect Analysis of the Service Quality on Customer Satisfaction at PT. Bee Logistics Transworld Surabaya

Journal of World Conference (JWC) ◽

10.29138/prd.v1i1.22 ◽

2019 ◽

Vol 1 (1) ◽

pp. 26-33

Author(s):

Andira Puspita Fajarini

Keyword(s):

Regression Analysis ◽

Linear Regression ◽

Data Collection ◽

Customer Satisfaction ◽

Service Quality ◽

Linear Regression Analysis ◽

Sampling Technique ◽

Multiple Linear Regression Analysis ◽

Effect Analysis ◽

Physical Evidence

PT. Bee Logistics Transworld has service quality that each variable can influence customer satisfaction such as Tangible, Reliability, Responsiveness, Assurance and Empathy. This study aims to determine the effect of Service Quality on Customer Satisfaction. The population of this research is customers of PT. Bee Transworld Logistics Surabaya. Samples of 100 respondents were taken using purposive sampling technique and methods of data collection using questionnaires. Analysis of the data used is multiple linear regression analysis. The results of this study indicate that the Tangible variable (physical evidence) significantly influences the variable customer satisfaction. While the Reliability, Responsiveness, Assurance, and Empathy variables do not significantly influence the customer satisfaction variable.

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PENGARUH KUALITAS LAYANAN, KUALITAS PRODUK, DAN HARGA TERHADAP KEPUASAN NASABAH KREDIT SERBA BISA PADA PD. BPR BKK KOTA SEMARANG PERIODE JUNI 2019

KEUNIS ◽

10.32497/keunis.v8i1.2131 ◽

2020 ◽

Vol 8 (1) ◽

pp. 10

Author(s):

Ika Puspita Ardani ◽

Jati Handayani

Keyword(s):

Linear Regression ◽

Customer Satisfaction ◽

Service Quality ◽

Multiple Linear Regression ◽

Product Quality ◽

Sampling Technique ◽

T Test ◽

Test Reliability ◽

F Test ◽

Quality Product

This purpose of this research is to analyze the effect of service quality, product quality, and price on customer satisfaction of Credit Serba Bisa at PD. BPR BKK Kota Semarang Period June 2019. This research is a causal applied quantitative research. The types of data used in this study are primary and secondary. Methods of data collection using questionnaires, interviews, and observation. The sampling technique used was purposive sampling technique with a sample of 100 respondents. Data testing methods used in this study are validity test, reliability test, normality test, multicollinearity test, heteroscedasticity test, autocorrelation test, multiple linear regression test, F test, t test, test the coefficient of determination R2 which shows can be used to measure customer satisfaction. The analytical method used in this study is multiple linear regression using SPSS 25. The results of the F test show that the quality of service, product quality, and price simultaneously have a significant effect on customer satisfaction on Credit Serba Bisa in PD. BPR BKK Kota Semarang. Furthermore, the t test results showed that service quality, product quality, and price partially had a significant effect on customer satisfaction of Credit Serba Bisa at PD. BPR BKK Kota Semarang.

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Peran Kualitas Pelayanan Penyedia Internet Terhadap Kepuasan Pelanggan

Jurnal Riset Bisnis dan Investasi ◽

10.35697/jrbi.v5i1.1614 ◽

2019 ◽

Vol 5 (1) ◽

pp. 33

Author(s):

Ayu Marluthy ◽

Ii Halilah

Keyword(s):

Regression Analysis ◽

Linear Regression ◽

Data Collection ◽

Customer Satisfaction ◽

Service Quality ◽

Linear Regression Analysis ◽

Internet Access ◽

Sampling Technique ◽

The People

This study aims to determine how much influence the quality of internet provider service to customer satisfaction, using linear regression analysis. The population in this study is the people of Bandung who use or subscribe internet access. Sampling technique used is non-probability sampling by taking samples using quota. The sample of research is 100 respondents. Data collection techniques using observation techniques and questionnaire. The amount of influence service quality to customer satisfaction that is equal to 0,538 or 53,8% change of customer satisfaction can be explained by service quality variable, while the rest equal to 46,2% explained by cause or other factor not examined.

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PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH KREDIT PADA PT. BPR JKT PARIAMAN

10.31219/osf.io/j9p7q ◽

2019 ◽

Author(s):

Riki Handika ◽

Febsri Susanti

Keyword(s):

Linear Regression ◽

Customer Satisfaction ◽

Multiple Linear Regression ◽

Customer Value ◽

Linear Regression Analysis ◽

Sampling Technique ◽

Strong Relationship ◽

Multiple Linear Regression Analysis ◽

Coefficient Of Determination ◽

Customer Value Perception

The purpose of this study was to analyze the effect of reliability, responsiveness, assurance, empathy and tangibles to satisfaction of customer credit at PT. BPR JKT Pariaman. The population in this study are all customers of credit at PT. BPR JKT Pariaman. The sampling technique is random sampling, while the number of samples used for the analysis is 86 clients. The data analysis technique used to test the hypothesis is multiple linear regression. In this study, there are two independent variables, namely reliability, responsiveness, assurance, empathy and tangibles. Variables that have a significant influence on customer satisfaction credit at PT. BPR JKT Pariaman is responsiveness, assurance, and empathy. While the value of correlation coefficient obtained in this study amounted to 0.970, this shows that there is a very strong relationship between reliability, responsiveness, assurance, empathy and tangibles to satisfaction of customer credit at PT. BPR JKT Pariaman. For the coefficient of determination in this study was found to be 0.937 or equal to 93.7%. The results showed that of the credit customer satisfaction at PT. BPR JKT Pariaman which can be explained by reliability, responsiveness, assurance, empathy and tangibles amounting to 93.7%, while 6.3% thought to be explained by other factors not examined in this study, such as trust, customer value perception, and the company's image. Based on the test results of multiple linear regression analysis, it was found that the variable reliability, responsiveness, assurance, empathy and physical evidence of a positive effect on customer satisfaction credit at PT. BPR JKT Pariaman. This study provides practical recommendations for the management of PT. BPR JKT Pariaman to continue to improve responsiveness, assurance, and empathy in the future. This is due to responsiveness, assurance, and empathy have a significant impact on customer satisfaction credit at PT. BPR JKT Pariaman.

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Pengaruh Kualitas Pelayanan Dan Harga Terhadap Kepuasan Pelanggan Pada Pengguna Jasa Service Di Dealer Honda Wahana Ciputat

Jurnal Mandiri ◽

10.33753/mandiri.v4i1.106 ◽

2020 ◽

Vol 4 (1) ◽

pp. 26-37

Author(s):

Putri Nilam Kencana ◽

Kasdiyo Kasdiyo

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Regression Coefficient ◽

Sampling Technique ◽

Test Reliability ◽

Coefficient Of Determination ◽

Price Increases ◽

Regression Test ◽

Test Correlation

The purpose of this study was to determine the Effect of Service Quality and Price on Customer Satisfaction in Service Users at the Wahana Ciputat Honda Dealer. The research method used is quantitative with a descriptive explanation. The sampling technique used is Accidental Sampling with 100 respondents. The analytical method used is validity test, reliability test, correlation coefficient test, multiple linear regression test, coefficient of determination test and test the research hypothesis. The results of the analysis show the quality of service has a regression coefficient value of 0.489, the value of t-count is greater than t-table (8,742> 1,985) and the significant value is smaller than 0.05 (0,000 <0.05). This means that Ha is accepted and H0 is rejected. With interpretation, if service quality increases by 1 unit, customer satisfaction will increase by 0.516. The analysis shows that the price has a regression coefficient of 0.486, the value of t is greater than t-table (7,342> 1,985) and the significant value is smaller than 0.05 (0,000 <0.05). This means that Ha is accepted and H0 is rejected. With interpretation, if the price increases by 1 unit, customer satisfaction will increase by 0.486. The results of the analysis show that service quality and price simultaneously have a significant effect on customer satisfaction with a contribution value of 0.712, a F-count value of 123.278> 3.09, a significance value of 0.000 <0.05. This means that service quality and price simultaneously have the ability to explain variable customer satisfaction by 71.2% while the remaining 18.8% is explained by other variables outside this study. Abstrak Penelitian ini bertujuan adalah untuk mengetahui Pengaruh Kualitas Pelayanan dan Harga Terhadap Kepuasan Pelanggan Pada Pengguna Jasa Service Di Dealer Honda Wahana Ciputat. Metode penelitian yang digunakan adalah kuantitatif dengan eksplanasi deskriptif. Teknik sampel yang digunakan adalah Accidental Sampling dengan jumlah responden sebanyak 100. Adapun metode analisis yang digunakan adalah uji validitas, uji reliabilitas, uji koefisien korelasi, uji regresi linear berganda, uji koefisien determinasi dan uji hipotesis penelitian. Dari hasil penelitian diketahui bahwa kualitas pelayanan mempunyai nilai koefisien regresi sebesar 0.489, nilai thitung lebih besar dari ttabel (8.742 > 1.985) dan nilai signifikan lebih kecil dari 0,05 (0.000 < 0,05). Artinya Ha diterima dan H0 ditolak. Menurut perkiraan jika kualitas pelayanan meningkat sebesar 1 satuan maka kepuasan pelanggan akan mengalami peningkatan sebesar 0.516. Hasil analisis menunjukkan harga memiliki nilai koefisien regresi sebesar 0.486, nilai thitung lebih besar dari ttabel (7.342 > 1.985) dan nilai signifikan lebih kecil dari 0,05 (0.000 < 0,05). Artinya Ha diterima dan H0 ditolak. Dengan tafsiran, jika harga meningkat sebesar 1 satuan maka kepuasan pelanggan akan meningkat sebesar 0.486. Hasil analisis menunjukkan bahwa kualitas pelayanan dan harga secara simultan berpengaruh signifikan terhadap kepuasan pelanggan dengan nilai kontribusi sebesar 0.712, nilai Fhitung sebesar 123.278 > 3.09, nilai signifikansi sebesar 0.000 < 0.05. Artinya kualitas pelayanan dan harga secara simultan memiliki kemampuan menjelaskan variabel kepuasan pelanggan sebesar 71,2% sedangkan sisanya sebesar 18,8% dijelaskan oleh variabel lain di luar penelitian ini. Kata Kunci : Kualitas Pelayanan, Harga, Kepuasan Pelanggan

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Peran Kualitas Pelayanan Penyedia Internet Terhadap Kepuasan Pelanggan

Jurnal Riset Bisnis dan Investasi ◽

10.35313/jrbi.v5i1.1614 ◽

2019 ◽

Vol 5 (1) ◽

pp. 33-47

Author(s):

Ayu Marluthy ◽

Ii Halilah

Keyword(s):

Regression Analysis ◽

Linear Regression ◽

Data Collection ◽

Customer Satisfaction ◽

Service Quality ◽

Linear Regression Analysis ◽

Internet Access ◽

Sampling Technique ◽

The People

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Maintaining Customer Loyalty by Intensifying Service Quality and Customer Satisfaction in Commuter Line Jabodetabek

Journal of Business and Economics ◽

10.15341/jbe(2155-7950)/09.10.2019/010 ◽

2019 ◽

Vol 10 (9) ◽

pp. 902-909

Author(s):

Umbas Krisnanto ◽

◽

Conny Marpaung ◽

Keyword(s):

Data Analysis ◽

Linear Regression ◽

Customer Satisfaction ◽

Service Quality ◽

Hypothesis Testing ◽

Customer Loyalty ◽

T Test ◽

Coefficient Of Determination ◽

Simple Linear Regression ◽

Significance Level

This study aims to determine and analyze the influence of Service Quality and Customer Satisfaction on Customer Loyalty in Jabodetabek Commuter Line. The sample of this study was 50 people. Methods of collecting data by distributing questionnaires. Data analysis using the analysis used is simple linear regression, t test and coefficient of determination. The results showed 1) Service Quality has a positive and significant effect on Customer Loyalty in Jabodetabek Commuter Line, with a significance level of 0.048; and supported by the results of hypothesis testing with a t-count value of 4.433 > t-table value of 1.95, with a significance of 0.048 or < 0.05; 2) Customer Satisfaction positive and significant effect on Customer Loyalty in Jabodetabek Commuter Line, with a level significance of 0,000; and supported by the results of hypothesis testing with a t-count value of 4,969 > t-table value of 1.95, with a significance of 0,000 or < 0.05, 3) Service quality and Customer Satisfaction have a positive and significant effect on Customer Loyalty in Jabodetabek Commuter Line, with a significance level of 0,000. This means that the hypothesis H0 is rejected and Ha is accepted so that it can be concluded that service quality and customer satisfaction together have a positive and significant effect on customer loyalty in Jabodetabek Commuter Line.

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