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

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.

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

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

<p><em>This research has a purpose to know the implementation of Service Quality, to know the Customer Satisfaction at PT. Bank Jateng KCP Cepu. </em><em>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 </em>using simple linear regression with test of hypothesis test of determination and t test. <em>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 (</em> <em>) 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 </em> <em>value is 13,765 while  </em> <em> equal to 1,9683. This means that the value of</em><em> </em><em> </em> <em> &gt; </em> <em> (13,765&gt;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 </em><em>             </em><em>PT. Bank Jateng KCP Cepu.</em></p>

PENGARUH KUALITAS PRODUK DAN KUALITAS LAYANAN TERHADAP KEPUASAN PELANGGAN

2017 ◽  
Vol 5 (3) ◽  
Author(s):  
Ismail Razak, SE., MS. ◽  
Nirmala Putri Sari
Keyword(s):  
Data Analysis ◽  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Sampling Method ◽  
Primary Data ◽  
Analysis Method ◽  
Simple Linear Regression ◽  
The City

The aim of this study was to analize the effects of product quality and service quality on the customer satisfaction. This study took place in the City of Bekasi and objects in this study are all customer who use the Matrass GM-9000. Primary data was obtained from customers of Matrass GM-9000 in Bekasi City through admission filling of questionnaire by using scale of Likert. The respondent of this study was chosen through accidental sampling method, and data analysis method was simple linear regression and multiple linear regression. The results of this study indicated that product quality and service quality positively and significant influenced the customer satisfaction

scholarly journals The Influence of Price, Quality of Service and Promotions on Customer Satisfaction at Bu Rajab Resto Pancing and Cottage

2021 ◽  
Author(s):  
Rabhi Fathan Muhammad ◽  
Tina Melinda
Keyword(s):  
Quality Of Service ◽  
Data Analysis ◽  
Linear Regression ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Hypothesis Testing ◽  
Positive Impact ◽  
Collection Data

This study was conducted to analyze the influence of price (X1), service quality (X2) and promotions (X3) on customer satisfaction at Bu Rajab Resto Pancing and Cottage. The study used a quantitative approach and was conducted from March to June 2020. Purposive sampling was used. 120 people were included in the research and 97 people were selected as samples. Participants were customers of Bu Rajab Resto Pancing and Cottage who had visited at least 2 times. A questionnaire was used for data collection. Data analysis involved linear regression, hypothesis testing and classical assumption tests, using the SPSS program. Price and service quality had a significantly positive impact on customer satisfaction, but promotions did not. Keywords: price, service quality, promotion, customer satisfaction

scholarly journals Pengaruh Brand Image Terhadap Loyalitas Pelanggan yang Dimediasi Kepuasan Pelanggan Pada Rumah Makan Titin Trenggalek

2018 ◽  
Vol 2 (1) ◽  
pp. 1-11
Author(s):  
Deby Santyo Rusandy
Keyword(s):  
Data Analysis ◽  
Linear Regression ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Hypothesis Testing ◽  
Multiple Linear Regression ◽  
Customer Loyalty ◽  
Brand Image ◽  
Consumer Population ◽  
The Relationship

This study aims 1) To test and explain the effect of brand image on customer loyalty at TITIN Restaurant Trenggalek. 2) To test and explain the effect of brand image on customer satisfaction at TITIN Restaurant Trenggalek. 3) To test and explain the effect of customer satisfaction on customer loyalty at TITIN Restaurant Trenggalek and 4) To test and explain customer satisfaction mediation relationship between brand image with customer loyalty at TITIN Restaurant Trenggalek.Penelitian using eksplanasi research methods conducted through data collection in the field. The assumptions used in this study are the variables that can be measured by using the responses of respondents with questionnaires, TITIN Trenggalek Household consumer population, and samples of 100 respondents / consumers, data analysis using multiple linear regression statistic method, test sobel and hypothesis testing. Based on the results of research indicate that 1) Brand imagedapat improve customer loyalty at Restaurant TITIN Trenggalek.2) Brand imagedapat improve customer satisfaction at Restaurant TITIN Trenggalek. 3) customer satisfaction can increase customer loyalty at TITIN Restaurant Trenggalek and 4) Customer satisfaction mediate the relationship between brand image with customer loyalty at TITIN Restaurant Trenggalek.

scholarly journals The Effect of Removal of Baggage Facilities on Customer Satisfaction at Wings Air

2021 ◽  
Vol 2 (5) ◽  
pp. 374-383
Author(s):  
Satriyadin Faisal ◽  
Sri Ernawati Zunaidin
Keyword(s):  
Data Analysis ◽  
Linear Regression ◽  
Customer Satisfaction ◽  
T Test ◽  
Quantitative Approach ◽  
Survey Method ◽  
Simple Linear Regression ◽  
Purposive Sampling ◽  
Buy Back ◽  
Scale Data

Satisfying consumer needs is the desire of every company. Apart from being an important factor for the company's survival, satisfying the needs of consumers can increase its advantage over the competition. Consumers who are satisfied with products and services tend to buy back products and reuse services when the same needs reappear at a later date. This study aims to determine the effect of removal of baggage facilities on customer satisfaction on Air Wings Airline. This research uses a quantitative approach with a survey method. This study uses a quantitative approach with a survey method, while this type of research is categorized as a causal research. The population in this study are consumers who have used air flight services using wing air, the number of samples taken in this study were 50 respondents with the sampling used in this study was purposive sampling. The research instrument used a questionnaire with a Likert scale. Data analysis used simple linear regression, partial test with t test. To test the effect between variables using SPSS (Statistical Service Product Solutions) version 23.00. The results showed that the elimination of baggage facilities had a positive and significant effect on customer satisfaction on the Air Wings airline

scholarly journals Pengaruh Kualitas Layanan Internet Banking terhadap Kepuasan Nasabah pada PT Bank Negara Indonesia Persero Tbk KC Madiun

2018 ◽  
Vol 6 (1) ◽  
pp. 71
Author(s):  
Febri Nur Endah Safitri
Keyword(s):  
Linear Regression ◽  
Customer Satisfaction ◽  
Hypothesis Test ◽  
Sampling Technique ◽  
Internet Banking ◽  
T Test ◽  
Coefficient Of Determination ◽  
Simple Linear Regression ◽  
Banking Service

<p><em>This research has purpose to know the quality of internet banking service in PT BNI Persero Tbk KC Madin, to know customer satisfaction at PT BNI Persero Tbk KC Madiun. In this study the population consists of 512 customers with a sample of 225 clients taken with Incidental sampling technique. Technique of taking data taken by questionnaire, observation and documentation. The analysis was processed with SPSS version 20.0 using simple linear regression with hypothesis test, determination test and t test. The result of the research shows that the result of Simple Linear Regression Test is Y = 12,646 + 0,635 X, constant equal to 12,646 meaning if variable of Quality of Internet Banking Service is fixed then Customer Satisfaction amount is 0,635 so there is influence between Quality of Internet Banking Service to Customer Satisfaction. The result of Coefficient of Determination Adjust (R2) is known 0,377 means 37,7% Quality of Internet Banking Service influenced by Customer Satisfaction, while the rest 62,3% Quality of Internet Banking Service influenced by other variable not examined in this research. The result of t test is t_hitung value is 11,697 while t_tabel is 1,651. This means that the value of </em><em>〖</em><em>t</em><em>〗</em><em> _count&gt; t_table (11,697&gt; 1,651). so it can be concluded that Ho is rejected and Ha accepted.</em></p>

scholarly journals ANALISIS KEPUASAN PELANGGAN BUS DAMRI CABANGLAMPUNG

2020 ◽  
Vol 12 (1) ◽  
pp. 11-19
Author(s):  
Cornelius Ary Kristiyanto ◽  
Yunada Arpan
Keyword(s):  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Hypothesis Testing ◽  
Hypothesis Test ◽  
Sampling Technique ◽  
Simple Linear Regression ◽  
Probability Sampling ◽  
R Value ◽  
A Company

Perum DAMRI is a company which running in services area. In applying the objectives of the company that want to get high profits, company must provide quality services that can be accepted by customers, especially in Lampung. The formulation of problem inthis research "is there an effect of service quality towards customer satisfaction at Perum DAMRI Lampung? The purpose of this research is to prove and determine how much the effect of service quality towards customer satisfaction at Perum DAMRI Lampung both partially and totality. The population of this research or consumers who use service of DAMRI Lampung bus . While the sample of this research was 100 consumers calculated by non probability sampling using accidental sampling technique. The analysis used this research used was simple linear regression and hypothesis testing was done by t test.From the results of this research, the regression Y = 8.117 + 0.352 X indicates that the increasing of consumers quantity will increase by 0.352 if the company improves the service quality. The level of relationship between the service quality and customer satisfaction with an R value of 0.584 indicates that the level of relationship between the service quality and customer satisfaction has a strong level. The result of the effect of service quality towards customer satisfaction is 34.1%. The result of the hypothesis test indicates that there is an effect of service quality towards customer satisfaction because t count> t table (7.119> 1.66).

scholarly journals Pengaruh Mata Pelajaran Akidah Akhlak Terhadap Kebiasaan Mengucap Salam Dan Berjabat Tangan Kepada Guru Oleh Siswa Kelas 4 MI Syafa’at Pesantren Tembelang Jombang

2019 ◽  
Vol 4 (01) ◽  
pp. 1-24
Author(s):  
Waslah
Keyword(s):  
Data Analysis ◽  
Linear Regression ◽  
Hypothesis Testing ◽  
Significant Influence ◽  
Simple Linear Regression ◽  
Significance Level ◽  
Know How ◽  
School Based ◽  
Correlational Research ◽  
Analysis Technique

Based on observations by researchers at MI Syafa’at Pesantren, there are still manystudents who are not used to saying greetings and shake hands with the teacherwhile at school. Based on this, the researcher wants to know how the influencebetween the theories that have been studied in the classroom is given by the teacherthrough the Akidah Akhlak subjects by applying the habit of greeting and shakinghands. Therefore the formulation of the problem in this study is how the influence ofmoral akidah subjects on the habit of greeting and shaking hands of students. Thisstudy aims to determine whether there is an effect of moral akidah lessons on thehabit of greeting and shaking hands by class 4 students MISyafa’atPesantrenTembelang Jombang. This study is a type of correlational researchendexpost facto with a quantitative approach. Correlational research is a study that isintended to determine whether there is a relationship between two or severalvariables. Expost facto said because in this study no treatment was made on the objectof research but only revealed the facts to the respondent. The researcher uses apopulation sample, all members of the population are used as a sample, namely allstudents in grade IV MI Syafa’at Pesantren25 students. The instrument in this studyused a questionnaire to retrieve data. The data analysis technique used in this studyis simple linear regression. Based on the analysis of the data and the results of theresearch and the hypothesis testing that has been done, the calculation resultsobtained obtained the value of Adjusted R Square is 0.599 which means that 59.9% ofthe habit of saying greetings and shaking hands can be influenced by moral aqlahsubjects. While the remaining 40.1% are influenced by other variables besides thestudents' moral akidah subjects. In addition, the Annova calculation obtained Fcountof 34.302>Ftable 4.26 with a significance level of 0.000 <0.05. Paired with theCoeffisients calculation, tcount = 9.819>ttable 1.710 with a significance value of 0.000<0.05. Thus it can be concluded that Ho is rejected and Ha is accepted. That is, there isa significant influence between moral akidah subjects to the habit of greeting andshaking hands of grade 4 students MI Syafa’at Pesantren.

scholarly journals Kualitas Pelayanan terhadap Kepuasan Nasabah pada PT. Mandiri Tunas Finance

2020 ◽  
Vol 1 (1) ◽  
pp. 11-17
Author(s):  
Reza Kurniawan
Keyword(s):  
Quality Of Service ◽  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Secondary Data ◽  
T Test ◽  
Sampling Techniques ◽  
Simple Linear Regression

This research was conducted at PT. Mandiri Tunas Finance Pekanbaru Branch. The purpose of this study was to determine the Effect of Service Quality on Customer Satisfaction at PT Mandiri Tunas Finance Pekanbaru Branch. The population in this study was 2,390 customers. In this study sampling using Accidental Sampling techniques, which amounted to 96 customers. The data used are primary and secondary data with analysis using simple linear regression. The results showed Y = 14.820 + 1.035 and the t test showed that t arithmetic> from t table (18,471> 1,98552) this meant that Quality of Service had a significant effect on Customer Satisfaction of PT. Mandiri Tunas Finance Pekanbaru Branch. The influence of Service Quality on Customer Satisfaction is 78.4% while the remaining 21.6% is influenced by other variables

scholarly journals INFLUENCE OF SERVICE QUALITY AND FARE TOWARD CUSTOMER SATISFACTION AND ITS IMPACT ON CUSTOMER LOYALTY OF EXPRESS TAXI IN JAKARTA

2015 ◽  
Vol 6 (2) ◽  
pp. 618
Author(s):  
Mohammad Rizan ◽  
Erwin Fadillah ◽  
Agung Kresnamurti R. P.
Keyword(s):  
Structural Equation Modeling ◽  
Data Analysis ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Hypothesis Testing ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Survey Methods ◽  
Equation Modeling

The purpose of this study was to: to examine empirically the effect of service quality to customer satisfaction on Express taxi, to examine empirically the effect of fare to customer satisfaction on Express taxi, to examine empirically the effect of customer satisfaction to customer loyalty on Express taxi, to examine empirically the effect of service quality to customer loyalty on Express taxi, and to examine empirically the effect of fare to customer loyalty on Express taxi. Data collection using survey methods. Sample of this study are 200 respondents who have using services of Express taxi more than two times in last three months. Data analysis using SPSS version 23 and SEM (Structural Equation Modeling) LISREL version 8.7. Results of hypothesis testing showed: service quality have positive and significant effect on customer satisfaction, fare have positive and significant effect on customer satisfaction, customer satisfaction have positive and significant effect on customer loyalty, service quality have positive and not significant effect to on customer loyalty. fare have positive and significant effect to on customer loyalty. Rated fit model with value of RMSEA 0.043, value of RMR 0.043, value of CMIN/DF 1.88, value of NFI 0.96, value of NNFI 0.98, and value of CFI 0.98. The results of this research beneficial to transportation company, especially Express taxi in Jakarta, to create better strategy in improving customer loyalty.   Keywords: service quality, fare, customer satisfaction, customer loyalty, transportation

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