Corporate Planning and Its Effects on Customer Satisfaction: A Case Study of MTN Telecommunication Company in North Central Part of Nigeria

2018 ◽  
Vol 9 (06) ◽  
pp. 20811-20818
Author(s):  
Aguoru, C.N. ◽  
Umogbai, M.E. ◽  
Ozowa, V.
Keyword(s):  
Customer Satisfaction ◽  
Sampling Technique ◽  
Strategy Implementation ◽  
Coefficient Of Determination ◽  
Strategic Analysis ◽  
Multivariate Statistical ◽  
Corporate Planning ◽  
North Central ◽  
Telecommunication Company ◽  
Multistage Sampling

The overall impact of corporate planning on customer satisfaction was investigated in MTN as a model of the Nigerian Telecommunication company.  The multistage sampling technique was used to select 133 experienced staffs of the organisation who were interviewed across three North Central states.  Data was analysed using the multivariate statistical approaches on the SPSS software (20.0 version). As a result, the workforce was dominated by employees between 30-39 years of age (56.2%) and first degree holders (60%). Only 6.2% had postgraduate level of education. Good corporate planning is a major component of the company as all indicators are greater than the 3.5 benchmark on the 5 point Lickert scale used. The organisation allocates adequate resources for strategic plans (4.12) and there is effective corporate communication within the firm which improves its performance (4.13). Also, the company establishes strategy supportive policies and operational procedures that lead to customer satisfaction (4.31). Programs for continuous improvement are in place (4.35). Customers purchase airtime frequently, an indicator of customer satisfaction with the highest mean (2.88) which is above the cut-off point of 2.00 on the 4 point Lickert scale.  Other indicators with positive records are reported. However, purchase of data bundle by customers failed to meet the minimum benchmark (1.59). Regression analysis showed that both strategic analysis and strategy implementation of the company positively affect its customer satisfaction. Each independent variable had p-values below 0.05 level of significance from all inferential statistical methods applied.  The coefficient of determination of the model was .519. The result implied that 51.9 % of the variation in customer satisfaction was explained by the influence of strategic analysis and strategy implementation. Areas that need urgent attention of the stakeholders are highlighted in the report.

scholarly journals MENGKAJI KEPUASAN DAN LOYALITAS KONSUMEN SUSU BUBUK TINGGI KALSIUM DENGAN PENDEKATAN MULTI-ATRIBUT

2018 ◽  
Vol 10 (3) ◽  
pp. 16
Author(s):  
Amam Rafael ◽  
Pradiptya Ayu Harsita
Keyword(s):  
Data Analysis ◽  
Linear Regression ◽  
Customer Satisfaction ◽  
Milk Powder ◽  
Sampling Technique ◽  
Consumer Loyalty ◽  
High Calcium ◽  
Multistage Sampling ◽  
Customer Satisfaction And Loyalty

Constumer satisfaction and loyalty is one indicator of marketing success. This study aimed to analyze the level of customer satisfaction and loyalty milk powder with high calcium by attributes attached to high calcium milk powder products. Milk powder used as the object of the research was Anlene milk powder and Hilo milk powder. Attributes used in the study are: brand, flavour, label, price, and promotion. Determination of the sample using multistage sampling technique. The data analysis used is multiple linear regression. The results showed that milk powder Anlene attributes that affect customer satisfaction is a flavor of (0,001), price (0,018), and promotion (0,023), while milk powder Hilo attributes that affect customer satisfaction is the brand (0,024) and the label (0,015). Anlene milk powder attributes that influence consumer loyalty is priced at 0,017, while the milk powder Hilo attributes that influence consumer loyalty is the brand of 0,021.

Apakah Religiusitas sebagai Faktor Penarik Terhadap Kepuasan Nasabah (Studi Kasus BMT Idrisiyyah Tasikmalaya)

2020 ◽  
Vol 6 (1) ◽  
pp. 62-67
Author(s):  
Dede Aji Mardani ◽  
Riska Gunawati
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Research Method ◽  
Mutual Influence ◽  
Linear Regression Analysis ◽  
Field Research ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
T Test ◽  
Coefficient Of Determination

The purpose of this study is to know and analyze the implementation of services, perceptions of religiosity of institutions and customer satisfaction, as well as the influence of service quality and religiosity perceptions in BMT Idrisiyyah to customer satisfaction BMT Idrisiyyah Tasikmalaya.The research method used in this research is the field research method (field reaserch), while the data collection techniques are done through the spread of questionnaires and interviews. The sampling technique using slovin formula with the number of respondents 100 customers and the analysis tools used are classical assumption test, multiple linear regression analysis, coefficient of determination test, t-test and F test.Based on the results of research and F-test results (simultaneous) showed that service and perceptions of religiosity together affect the customer satisfaction. The result of t-test (partial) which have positive effect significantly to customer satisfaction from service quality is variable of reliability, responsiveness variable, assurance variable and empathy while for physical proof (tangible) has no effect to customer satisfaction. For the perception variable religiosity also does not affect customer satisfaction. For the mutual influence of service quality and religiosity perception have an effect on customer satisfaction in BMT Idrsiyyah with significance value 0,000 and F value equal to 6,750.

scholarly journals PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN PELANGGAN (Studi Pada Hotel Timor Megah Kota SoE, TTS)

2020 ◽  
Vol 10 (3) ◽  
pp. 375-393
Author(s):  
Donar W Selan ◽  
Juita L D Bessie
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Sampling Technique ◽  
Total Sample ◽  
Coefficient Of Determination ◽  
Quality Of Services ◽  
Literature Study ◽  
Independent Variable ◽  
Mathematical Equations

More and more manufacturers are involved in meeting the needs and desires of customers, causing each company to set orientation to customer satisfaction as the main goal. There is a tendency that customer satisfaction or dissatisfaction can be influenced by the quality of services provided by the company. This research was conducted at the Timor Megah Hotel Kota SoE, TTS Regency. The purpose of this study is to determine the effect of service quality that can be measured by several dimensions, including: tangibles, responsiveness, reliability, assurance, and empathy on customer satisfaction Timor Megah Hotel. The independent variable (X) of this study is the dimension of service quality consisting of tangibles (X1), responsiveness (X2), reliability (X3), assurance (X4), and empathy (X5). While the dependent variable (Y) of this study is customer satisfaction. The sampling technique used is the Accidental Sampling technique, with a total sample of 99 people with the criteria of having stayed more than twice and staying period for 4 years (2015-2018). Data collection techniques used were interviews, questionnaires and literature study. After the data is collected, the data is then analyzed using descriptive techniques and multiple linear regression. From the analysis it is known that tangibles, responsiveness, reliability, assurance and empathy simultaneously and partially have a significant effect on customer satisfaction. From the results of the analysis can also be made mathematical equations: Y = 3,568 + 0,150X1 + 0,245X2 + 0,209X3 + 0,192X4 + 0,362X5. The coefficient of determination obtained shows that 87.2% of the level of customer satisfaction is influenced by tangibles, responsiveness, reliability, assurance and empathy.   Keywords: Tangibles, Responsiveness, Reliability, Assurance, Empathy and Customer Satisfaction.

scholarly journals Pengaruh Kualitas Produk, Harga, Dan Kualitas Pelayanan Terhadap Kepuasan Konsumen Pada Rumah Makan Dabu-Dabu Iris Fresh Wenang Manado

2019 ◽  
Vol 8 (2) ◽  
pp. 26
Author(s):  
Gahensya Keloay ◽  
Wehelmina Rumawas ◽  
Sandra Asaloei
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Consumer Satisfaction ◽  
Test Validity ◽  
Sampling Technique ◽  
Coefficient Of Determination ◽  
Validity And Reliability ◽  
Normality Test ◽  
Quantitative Descriptive

This research was conducted in Dabu-Dabu Iris Fresh Restaurant, Wenang Manado, which aims to find out the 1) effect of product quality ; 2) price and ; 3) service quality on customer satisfaction in Dabu-Dabu Iris Fresh Restaurant, Manado, both individually and in groups. With the focus of the problem is whether product quality, price and service quality affect consumer satisfaction in Rumah Makan Dabu-Dabu Iris Fresh, Wenang Manado. the method used in this study uses quantitative descriptive methods and The population that came in the Dabu-Dabu Iris Fresh Restaurant, Manado Heritage is unknown, therefore the researcher took a sample of 50 respondents using a purposive sampling technique that is consideration of populations that are easily found and this research will only be given to visitors who have visited the House. Eating Dabu-Dabu Iris Fresh, Managing Manado at least 5 times, and the research method used is quantitative descriptive method. The analytical tool used in the data instrument test (validity and reliability test), classic assumption test (normality test, multicollinearity test and heteroscedasticity test), data analysis (multiple regression analysis, test t, F test and test coefficient of determination R2). Based on the t test obtained states that product quality has an influence on customer satisfaction individually. While price is the determination of the value of a product in the minds of consumers that must be paid by consumers to obtain a product of Dabu-Dabu Iris Fresh Restaurant, Wenang Manado. The service quality provided by Dabu-Dabu Iris Fresh Restaurant, Wenang Manado affects consumer satisfaction.

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>

scholarly journals Pengaruh kualitas pelayanan, harga, dan lokasi terhadap kepuasan pelanggan PT.Dwi Karya Sartika

2021 ◽  
Vol 16 (1) ◽  
pp. 81-96
Author(s):  
Fenny Krisna Marpaung ◽  
Irma N. Hutagalung ◽  
Maria Mariana Tinambunan ◽  
Nico Jeremi Siahaan ◽  
Lamhoras H. Siregar
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Linear Regression Analysis ◽  
Reliability And Validity ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
Free Variable ◽  
Coefficient Of Determination ◽  
Research Implementation ◽  
Independent Variable

The purpose of the implementation of this research is to prove and determine the magnitude of the influence of the independent variable of service quality, the independent variable of price, and the independent variable of location on the dependent variable of customer satisfaction at PT.Dwi Karya Sartika Medan. The sampling technique used was random sampling, thus the sample used was to carry out regression testing on 84 research respondents and 30 study respondents to carry out the reliability and validity test. Hypothesis testing is to use multiple linear regression analysis. The results of the research implementation of the independent variable of service quality, the independent variable of price, and the independent variable of location contributed partially to the dependent variable of customer satisfaction PT.Dwi Karya Sartika. The result of the test of the coefficient of determination is 0.758, which means that the resulting or predicted influence of the free variable of service quality (X1), price free variable (X2), and location independent variable (X3) on the dependent variable of customer satisfaction (Y) is 75.8%, while the remaining 24.2% is predicted or influenced by independent variables which are not included in the implementation of this research. Keywords: Service quality, Price, Location, Customer satisfaction.

scholarly journals Pengaruh E-Service Quality Dan E-Trust Terhadap Kepuasan Pelanggan Pengguna Moda Transportasi Grab di Tangerang Selatan

2018 ◽  
Vol 2 (1) ◽  
pp. 54
Author(s):  
Edi Setiawan ◽  
Sarah Septiani
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Hypothesis Test ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Coefficient Of Determination ◽  
Survey Method ◽  
Test Statistic ◽  
Electronic Service

In this research used survey method, that is to explain influence between independent variable that is electronic service quality and electronic trust to dependent variable that is customer satisfaction and explain relation between variable. The population in this study is the consumer of Grab Car transport users in Bintaro, South Tangerang. The sampling technique uses accidental technique, ie random sampling of the sample that met on that day. Technique of collecting data that is done is test of questioner, that is data collecting technique by asking some direct statement to sample. Processing techniques and data analysis include correlation analysis, multiple linear regression analysis, classical assumption test, hypothesis test and coefficient of determination analysis. The result of T test statistic shows that the quality of electronic service partially has significant effect on customer satisfaction. Electronic confidence partially significant effect on customer satisfaction, while statistical test F shows the quality of electronic services and electronic trust simultaneously significant effect on customer satisfaction.

scholarly journals PENGARUH HARGA, KUALITAS PRODUK DAN WOM (WORD OF MOUTH) TERHADAP KEPUASAN KONSUMEN

2020 ◽  
Vol 2 (2) ◽  
Author(s):  
Upik Aldiana ◽  
Setyo Adji ◽  
Edi Santoso
Keyword(s):  
Customer Satisfaction ◽  
Product Quality ◽  
Random Sampling ◽  
Consumer Satisfaction ◽  
Word Of Mouth ◽  
Sampling Technique ◽  
Coefficient Of Determination ◽  
Pharmaceutical Companies ◽  
Herbal Products ◽  
Probability Sampling

This study aims to determine the effect of price, product quality, WOM (word of mouth) on consumer satisfaction on Herbal Soman Products at Yasmaga fm Ponorogo outlets. PT. Soman Indonesia is one of the original pharmaceutical companies in Indonesia, Soman (Sozo Formula Manggata 1) is Herbal Drops Herbal made from ingredients 39 Natural ingredients consisting of fruits, vegetables and also selected spices. The population in this study were consumers of Soman Herbal Products at Yasmaga Radio FM Ponorogo. This study used the Probability Sampling Technique by means of Random Sampling. Samples taken amounted to 80 respondents with the characteristics of consumers who have made a minimum purchase of 2x. The results showed that price, product quality, WOM (word of mouth) had a positive and significant effect on customer satisfaction both simultaneously and partially. While the coefficient of determination shows the value of 53.1%, which means the price, product quality and WOM (word of mouth) contribution to consumer satisfaction is 53.1% and the remaining 46.9% is influenced by other variables not explained in this study.

scholarly journals PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN DALAM MENGGUNAKAN LAYANAN OJEK ONLINE DI KARAWANG

2021 ◽  
Vol 6 (1) ◽  
pp. 19-28
Author(s):  
Lania Muharsih
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Quantitative Research ◽  
Service Providers ◽  
Sampling Technique ◽  
Coefficient Of Determination ◽  
Quantitative Research Methods ◽  
Positive Effect

The progress of this online transportation company certainly depends on the quality of service provided to its customers. Companies engaged in online-based transportation service providers are required to provide good service to their customers in order to satisfy their customers. This study aims to determine the effect of service quality on customer satisfaction in using online taxibike services in Karawang. The research method used is quantitative research methods with non-experimental research design. Sampling in this study was carried out by using a quota sampling technique. The number of samples in this study were 384 respondents. The method of data collection was carried out using service quality instruments with 57 valid items and customer satisfaction instruments with 29 valid items. Based on the Cronbach Alpha formula, the reliability coefficient of the service quality instrument is 0.978 and the customer satisfaction instrument is 0.907, which means that these two scales are very reliable. The results of the data analysis show that there is a positive effect of service quality on customer satisfaction in using online taxibike services in Karawang. This means that the better the quality of service provided by online taxibike service providers in Karawang, the higher customer satisfaction. The results of the calculation of the coefficient of determination show that service quality has a positive effect on customer satisfaction by 1.7%, while the other 98.3% are influenced by other variables not examined in this study. The suggestions for further research are examining other variables that can affect customer satisfaction, such as service quality and price.Keywords: Service quality, customer satisfaction, online taxibike Kemajuan perusahaan transportasi online ini tentunya bergantung pada kualitas pelayanan yang diberikan untuk para pelanggannya. Perusahaan yang bergerak di bidang jasa penyedia transportasi berbasis online dituntut untuk memberikan pelayanan yang baik kepada pelanggannya agar bisa memuaskan pelanggannya. Penelitian ini bertujuan untuk mengetahui pengaruh kualitas pelayanan terhadap kepuasan pelanggan dalam menggunakan layanan ojek online di Karawang. Metode penelitian yang digunakan adalah metode penelitian kuantitatif dengan desain penelitian non-eksperimental. Pengambilan sampel pada penelitian ini dilakukan dengan teknik pengambilan sampel kuota. Adapun jumlah sampel dalam penelitian ini sebanyak 384 responden. Metode pengumpulan data dilakukan dengan menggunakan instrumen kualitas pelayanan sebanyak 57 item sahih dan instrumen kepuasan pelanggan sebanyak 29 item sahih. Berdasarkan rumus Alpha Cronbach diperoleh koefisien reliabilitas instrumen kualitas pelayanan sebesar 0,978 dan instrumen kepuasan pelanggan sebesar 0,907, yang berarti kedua skala ini sangat reliabel. Hasil analisis data menunjukkan bahwa terdapat pengaruh positif kualitas pelayanan terhadap kepuasan pelanggan dalam menggunakan layanan ojek online di Karawang. Artinya semakin baik kualitas pelayanan yang diberikan penyedia jasa layanan ojek online di Karawang maka semakin tinggi kepuasan pelanggan. Hasil perhitungan koefisien determinasi menunjukkan bahwa kualitas pelayanan memberikan pengaruh positif terhadap kepuasan pelanggan sebesar 1,7%, sedangkan 98,3% lainnya dipengaruhi oleh variabel-variabel lain yang tidak diteliti dalam penelitian ini. Adapun saran untuk penelitian selanjutnya yaitu meneliti variabel-variabel lain yang dapat memengaruhi kepuasan pelanggan misalnya kualitas jasa dan harga.Kata Kunci: Kualitas pelayanan, kepuasan pelanggan, ojek online

scholarly journals Effect of Strategy Implementation on Performance of Chemelil Sugar Company in Kisumu County, Kenya

2021 ◽  
Vol 5 (4) ◽  
pp. 70-82
Author(s):  
Jael Atieno Okwemba ◽  
◽  
Dr. Njeri Njuguna ◽  
Keyword(s):  
Resource Allocation ◽  
Organizational Performance ◽  
Sampling Technique ◽  
Target Population ◽  
Strategy Implementation ◽  
Coefficient Of Determination ◽  
Descriptive Research ◽  
Strong Positive Relationship ◽  
Unit Increase ◽  
New Policies

The performance at Chemelil Sugar Company in Kisumu County has been unsatisfactory and thus, the study sought to examine whether strategy implementation can affect the performance. The study was underpinned on resource-based view theory. The descriptive research design was deemed relevant to the study. The target population was 60 and the key respondents incorporated the heads of departments. The sample size was 60. The study adopted the purposive sampling technique and questionnaires were used to collected the data. The analysis of the data was done using descriptive and inferential statistics. The results of the study showed that strategy implementation affect performance positively. The strategy implementation can be determined by resource allocation, stakeholders, communication and structure. The correlation analysis showed there was a strong positive relationship between performance and strategy implementation. The coefficient of determination (r2=.424) indicated that 42.4% of the variation in organizational performance can be explained by strategy implementation. The regression results established that strategy implementation is positively and significantly related to performance (?= .883, t = 2.847, p = .016). Hence, unit increase in strategy implementation while holding all other factors constant, increases performance by 0.883 units. The study recommended the improvement of strategy implementation through enhanced resource allocation, stakeholders, communication and structure could improve the performance of the organization. The allocation of the resources need to be adequate to foster the strategy implementation. It is suggested that stakeholders' skills to be matched with their responsibilities. The managers to create maximum awareness to employees when implementing new policies and effective structure be developed to encourage information sharing between departments. Keywords: Strategy implementation, performance, Chemelil Sugar Company, Kisumu County, Kenya

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