ANALISA PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN PELANGGAN MENGINAP DI EMPAT VIRTUAL HOTEL OPERATOR DI SURABAYA

Edwin Gunawan; Gabriel Octavianus Sebastian; Agung Harianto

doi:10.17509/jithor.v2i2.20981

ANALISA PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN PELANGGAN MENGINAP DI EMPAT VIRTUAL HOTEL OPERATOR DI SURABAYA

Journal of Indonesian Tourism Hospitality and Recreation ◽

10.17509/jithor.v2i2.20981 ◽

2019 ◽

Vol 2 (2) ◽

pp. 145-153

Author(s):

Edwin Gunawan ◽

Gabriel Octavianus Sebastian ◽

Agung Harianto

Keyword(s):

Linear Regression ◽

Customer Satisfaction ◽

Service Quality ◽

Multiple Linear Regression ◽

Descriptive Analysis ◽

Analysis Techniques

ABSTRAKPenelitian ini dilakukan untuk menganalisis pengaruh kualitas layanan melalui variabel tangible, reliability, responsiveness, assurance dan empathy terhadap kepuasan konsumen yang menginap di Virtual Hotel Operator di Surabaya. Jenis penelitian ini adalah penelitian kausal kuantitatif menggunakan teknik analisa deskriptif dan regresi linier berganda. Hasil penelitian menunjukan bahwa kelima variabel secara simultan memiliki pengaruh yang positif dan signifikan terhadap kepuasan konsumen tetapi secara parsial, hanya variabel tangible, assurance dan empathy yang berpengaruh positif dan signifikan terhadap kepuasan konsumen. Variabel empathy menjadi variabel yang paling dominan dalam mempengaruhi kepuasan konsumen. Kata Kunci: Kepuasan Konsumen, Kualitas Layanan, Virtual Hotel Operator ANALYSIS OF SERVICE QUALITY TO CUSTOMER SATISFACTION STAYING AT VIRTUAL HOTEL OPERATOR SURABAYA ABSTRACTThe research was conducted to analyze the influnced of service quality through 5 variables which were tangible, reliability, responsiveness, assurance and empathy to customer satisfaction staying at Virtual Hotel Operator in Surabaya. The thpe of research is a quantitative causal research, by using descriptive analysis techniques and multiple linear regression. The results showed that all 5 variables simultaneously had a positive and significant effect on customer satisfaction, but partially, only tangible, assurance and empathy that had positive and significant effect on customer satisfaction. Empathy was the most dominant variable that influence customer satisfaction.Keyword: Customes Satisfaction, Service Quality, Virtual Hotel Operator

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Analisis Faktor-Faktor Yang Mempengaruhi Kepuasan Konsumen Sakhi’s Coffee & Resto Di Kota Medan

Economics, Business and Management Science Journal ◽

10.34007/ebmsj.v1i2.141 ◽

2021 ◽

Vol 1 (2) ◽

pp. 109-115

Author(s):

Adelina Lubis ◽

Sari Bulan Tambunan ◽

Muslim Wijaya

Keyword(s):

Linear Regression ◽

Customer Satisfaction ◽

Service Quality ◽

Multiple Linear Regression ◽

Product Quality ◽

Consumer Satisfaction ◽

Descriptive Analysis ◽

Quality Service ◽

Analytical Technique ◽

Regression Test

This study aims to analyze the factors that affect the consumer satisfaction of Sakhi's Coffee Resto. The sample in this study were 100 people Sakhi's Coffee Resto consumers. The analytical technique used in this study is descriptive analysis and multiple linear regression test. The results of this study indicate that the product quality variable partially has a positive and significant effect on Sakhi' Coffee Resto consumer satisfaction, the service quality variable partially has a positive and significant effect on customer satisfaction. Sakhi' Coffee Resto consumer satisfaction, the price variable partially has a positive and significant effect on Sakhi' Coffee Resto consumer satisfaction. The Adjusted R Square value obtained is 0.363 this figure shows that it is 36.3%. Consumer satisfaction (the dependent variable) can be explained by the variables of product quality, service quality and price. The remaining 63.7% is influenced by other factors not described in this study.

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PENGARUH LOKASI, KUALITAS PRODUK TABUNGAN, KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH DALAM MENABUNG DI BMT ADZKIYAH KHIDMATUL UMMAH DI KOTA METRO

CAM JOURNAL : Change Agent For Management Journal ◽

10.35915/cj.v3i2.376 ◽

2019 ◽

Vol 3 (2) ◽

pp. 439

Author(s):

Suwarto Suwarto ◽

Risa Anggraini

Keyword(s):

Linear Regression ◽

Customer Satisfaction ◽

Service Quality ◽

Multiple Linear Regression ◽

Linear Regression Analysis ◽

Requirements Analysis ◽

Primary Data ◽

Homogeneity Test ◽

Linearity Test

This research is motivated by customer satisfaction which is a customer action to save. The purpose of this study was to determine the ef ect of location, quality of savings products, service quality on customer satisfaction. In this study using primary data collected by explanatory research methods and sample collection techniques in the form of accidental sampling of BMT customers Adzkiyah Khidmatul Ummah using a questionnaire with a likert skla in BMT Adzkiyah Khidmatul Ummah in Metro City. Testing the instrument requirements used include validity, reliability testing. Requirements analysis using normality test, linearity test, homogeneity test. And analysis tools using multiple linear regression with partial test (t test), simultaneous test (f test), coef icient of determination test (R2). As testing requirements analysis and hypothesis testing. Based on the results of research using multiple linear regression analysis obtained location influences customer satisfaction, the quality of savings products does not af ect customer satisfaction, and service quality influences customer satisfaction.

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PENGARUH KUALITAS LAYANAN DAN KEPERCAYAAN TERHADAP KEPUASAN NASABAH DALAM MENGGUNAKAN BRI MOBILE (BRIMO)

account ◽

10.32722/acc.v8i1.3874 ◽

2021 ◽

Vol 8 (1) ◽

Author(s):

Asri Mandiri ◽

Efri Yanto ◽

Elisabeth Metekohy

Keyword(s):

Linear Regression ◽

Customer Satisfaction ◽

Service Quality ◽

Multiple Linear Regression ◽

Mobile Banking ◽

Significant Positive Effect ◽

Simultaneous Test ◽

Analysis Technique ◽

Customer Trust ◽

Positive Effect

ABSTRACT This research aims to analyze the effect of service quality and trust on customer satisfaction in using BRIMobile (BRImo) partially and simultaneously. The sample in this research consisted of 100 customers of Bank Rakyat Indonesia. The analysis technique used is multiple linear regression with analysis tools, namely SPSS Version 26.0. The results of this research partially indicate that service quality and customer trust have a significant positive effect on customer satisfaction in using BRI Mobile (BRImo). Based on the results of the simultaneous test, it was found that service quality and customer trust had a significant positive effect on customer satisfaction in using BRI Mobile (BRImo). Keywords: Service Quality, Customer Trust, Mobile Banking, BRI, Customer Satisfaction ABSTRAK Penelitian ini bertujuan untuk menganalisis pengaruh kualitas layanan dan kepercayaan terhadap kepuasan nasabah dalam menggunakan BRI Mobile (BRImo) secara parsial dan simultan. Sampel dalam penelitian ini terdiri dari 100 nasabah Bank Rakyat Indonesia. Teknik analisis yang digunakan adalah regresi linear berganda dengan alat bantu analisis yaitu SPSS Versi 26.0. Hasil penelitian ini secara parsial menunjukkan bahwa kualitas layanan dan kepercayaan berpengaruh positif signifikan terhadap kepuasan nasabah dalam menggunakan BRI Mobile (BRImo). Berdasarkan hasil uji simultan, ditemukan bahwa kualitas layanan dan kepercayaan berpengaruh positif signifikan terhadap kepuasan nasabah dalam menggunakan BRI Mobile (BRImo). Kata kunci: Kualitas layanan, Kepercayaan, Mobile Banking, BRI, Kepuasan Nasabah

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Pengaruh Kualitas Layanan dan Kualitas Produk Terhadap Kepuasan Nasabah Bank

EKOMABIS: Jurnal Ekonomi Manajemen Bisnis ◽

10.37366/ekomabis.v1i02.73 ◽

2020 ◽

Vol 1 (02) ◽

pp. 133-140

Author(s):

Meli Andriyani ◽

Riski Ardianto

Keyword(s):

Regression Analysis ◽

Linear Regression ◽

Customer Satisfaction ◽

Service Quality ◽

Multiple Linear Regression ◽

Product Quality ◽

Linear Regression Analysis ◽

Multiple Linear Regression Analysis ◽

Research Data ◽

Positive Effect

The bank as a service company places great importance on satisfaction through services and products. The purpose of this study was to determine the effect of service quality and product quality on customer satisfaction. The research was conducted by distributing questionnaires to 100 respondents, namely bank customers who live and have bank accounts in the Cibubur area. The research data were analyzed using multiple linear regression analysis. The study found that service quality did not affect customer satisfaction, while product quality had a positive effect on customer satisfaction.

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The Influence of Service Quality, Trust and Customer Value on Customer Satisfaction at Gerai Indosat Ooredoo WTC Surabaya

IJIEEB : International Journal of Integrated Education, Engineering and Business ◽

10.29138/ijieeb.v2i2.957 ◽

2019 ◽

Vol 2 (2) ◽

pp. 95-104

Author(s):

Eko Wahyu Nugroho ◽

Elok Damayanti

Keyword(s):

Linear Regression ◽

Customer Satisfaction ◽

Service Quality ◽

Multiple Linear Regression ◽

Customer Value ◽

Quantitative Method ◽

Regression Technique ◽

Linear Regression Technique

The purpose of this research is to find out The Influence of Service Quality, Trust and Customer Value on Customers Satisfaction at Gerai Indosat Ooredoo WTC Surabaya in simultaneously and partially. This Research used quantitative method with 70 respondents of population and samples were collected by giving questionnaires to the customers who have bought Samsung’s Bundling Product from Gerai Indosat Ooredoo WTC Surabaya. The data was analyzed used multiple linear regression technique and classic assumption test. The results showed that the hypotheses have effects to Customers’s Satisfaction simultaneously and partially.

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ANALISIS PENGARUH SERVICE QUALITY TERHADAP CUSTOMER SATISFACTION BANK SYARIAH Studi Pada PT. Bank Muamalat Indonesia dan Bank Syariah Mandiri di Banjarmasin

JWM (Jurnal Wawasan Manajemen) ◽

10.20527/jwm.v6i3.167 ◽

2019 ◽

Vol 6 (3) ◽

pp. 237

Author(s):

Heldalina , ◽

Muhammad Riza Firdaus ◽

Ikhwan Faisal

Keyword(s):

Linear Regression ◽

Customer Satisfaction ◽

Service Quality ◽

Multiple Linear Regression ◽

Linear Regression Analysis ◽

Cost Benefit ◽

Multiple Linear Regression Analysis ◽

Benefit Ratio ◽

Cost Benefit Ratio ◽

One Way Anova

The aim of this study was to: (1) analyze the influence of service quality variables (corporal efficiency, core banking, convenience, confidence, compliance and cost-benefit ratio) which simultaneously influence customers’ satisfaction of Bank Muamalat and BSM Banjarmasin branch, (2) analyze the influence of service quality variables (corporal efficiency, core banking, convenience, confidence, compliance and cost-benefit) which partially affect customers’ satisfaction of Bank Muamalat and BSM Banjarmasin branch, (3) analyze different levels of customers’ satisfaction (customer satisfaction) between Bank Muamalat Indonesia and Bank Syariah Mandiri (BSM).The population in this study were customers of Bank Muamalat Indonesia and Bank Syariah Mandiri Banjarmasin branch with a of 100 people. The technique used in taking sample was judgmental sampling. Testing the validity of the questionnaire was conducted using Pearson Product Moment, while the reliability test of questionnaire used Cronbach Alpha method. The data analysis was conducted using multiple linear regression and One-way ANOVA.Based on the results of multiple linear regression analysis it showed that the variables of service quality, that were, corporal efficiency, core banking, convenience, confidence, compliance and cost-benefit ratio simultaneously significantly affected customers’ satisfaction. Partially, only four variables that significantly affected, namely convenience, confidence, compliance and cost-benefit, while the corporal variable efficiency, core banking had no significant effect. Based on the analysis of one-way ANOVA it showed that there was no difference in satisfaction between customers of Bank Muamalat Indonesia and Bank Syariah Mandiri.

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ANALISIS PENGARUH KUALITAS PELAYANAN, PROMOSI DAN HARGA TERHADAP KEPUASAN PELANGGAN PADA JASA PENGIRIMAN BARANG JNE DI BESUKI

RELASI JURNAL EKONOMI ◽

10.31967/relasi.v18i1.530 ◽

2022 ◽

Vol 18 (1) ◽

pp. 182-191

Author(s):

Kurnia Firmanda Jayanti ◽

Feti Fatimah ◽

Ahmad Izudin

Keyword(s):

Linear Regression ◽

Customer Satisfaction ◽

Service Quality ◽

Multiple Linear Regression ◽

Random Sampling ◽

Sampling Technique ◽

Analytical Tool ◽

Quality Promotion

This research was conducted to see the effect of service quality, promotion and price on customer satisfaction. This research was conducted at the Besuki branch of JNE. Sampling was done by random sampling technique where all the population was taken at random to be the research sample. This is done to increase customer satisfaction at JNE Besuki branch through service quality, promotion and price. The analytical tool used is multiple linear regression to determine service quality, promotion and price on customer satisfaction. The results show that service quality affects customer satisfaction, promotion affects customer satisfaction, price affects customer satisfaction. Keyword : service quality, promotion, price, customer satisfaction

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The economic growth and affecting factors in Sumatera island

Accounting ◽

10.5267/j.ac.2020.12.009 ◽

2021 ◽

pp. 675-682 ◽

Cited By ~ 1

Author(s):

Yolanda Yolanda ◽

Patria Nagara ◽

Sumarni Sumarni ◽

Efiani Efiani

Keyword(s):

Economic Growth ◽

Panel Data ◽

Linear Regression ◽

Multiple Linear Regression ◽

Descriptive Analysis ◽

Affecting Factors ◽

Economic Openness ◽

Analysis Techniques ◽

Sumatra Island ◽

Indicators Of Success

The indicators of success in macro development can be measured from the economic growth, which is reflected in changes in the Gross Regional Domestic Product (GRDP). The factors which affect the economic growth are very complex. This study analyzes the economic growth and the factors that affect Sumatra island. The data used is panel data with descriptive analysis techniques and multiple linear regression. Based on the research results: Education, economic openness, road infrastructure, and investment have a positive and significant effect on economic growth and poverty and unemployment have a negative and significant effect on economic growth. Besides, the results of panel data explained that the openness of the economy to economic growth is very low, while the highest is education.

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PENGARUH KOMPETENSI DAN DISIPLIN KERJA TERHADAP KEPUASAN PELANGGAN DI KANTOR PELAYANAN KEKAYAAN NEGARA DAN LELANG (KPKNL) PALU

Jurnal Ilmu Manajemen Universitas Tadulako (JIMUT) ◽

10.22487/jimut.v4i2.111 ◽

2020 ◽

Vol 4 (2) ◽

pp. 103-112

Author(s):

Sri Dwi Ratih Wijayanti ◽

Lina Mahardiana ◽

Risnawati Risnawati

Keyword(s):

Data Analysis ◽

Linear Regression ◽

Customer Satisfaction ◽

Multiple Linear Regression ◽

Quantitative Research ◽

Test Results ◽

Significance Level ◽

Analysis Techniques ◽

Regression Test ◽

The Relationship

This study aims to: know and analyze whether the Competence and Discipline Work simultaneously and partially effect on Customer Satisfaction in the Office of State Assets and Auction (KPKNL) Palu. This study uses quantitative research which is a study that aims to explain the relationship between two or more variables with a sample of 49 customers and data analysis techniques used are multiple linear regression. The results of hypothesis analysis and testing can be concluded that: (1) based on regression test results obtained sig. F of 0.00 <0.05, which can be interpreted that the variable Competence and Work Discipline affect simultaneously to Customer Satisfaction. (2) based on regression test results obtained Competence variables have significance level t sig. 0.010 <α 0.05, which can be interpreted that the variable Competence partially significant effect on customer satisfaction. (3) based on the regression test results obtained variable Work Discipline has significance level t sig. 0,000 <α 0.05, which can be interpreted that the variable Work Discipline partially significant effect on Customer Satisfaction. Penelitian ini bertujuan untuk: mengetahui dan menganalisis apakah Kompetensidan Disiplin Kerjaberpengaruh secara serempak dan parsial terhadap Kepuasan Pelanggan di Kantor Pelayanan Kekayaan Negara dan Lelang (KPKNL) Palu. Penelitian ini menggunakan penelitian kuantitatif yang merupakan penelitian yang bertujuan untuk menjelaskan hubungan antara dua variabel atau lebih dengan sampel 49 pelanggan dan teknik analisis data yang digunakan adalah regresi linear berganda.Hasil analisis dan pengujian hipotesis dapat disimpulkan bahwa: (1) berdasarkan hasil uji regresi diperoleh sig. F sebesar 0,00 < 0,05, yang dapat diartikan bahwa variabel Kompetensidan Disiplin Kerjaberpengaruh secara serempak terhadap Kepuasan Pelanggan. (2) berdasarkan hasil uji regresi diperoleh variabel Kompetensimemiliki tingkat signifikasi t sig. 0,010 < α 0,05, yang dapat diartikan bahwa variabel Kompetensisecara parsial berpengaruh signifikan terhadap kepuasan pelanggan. (3) berdasarkan hasil uji regresi diperoleh variabel Disiplin Kerja memiliki tingkat signifikasi t sig. 0,000 < α 0,05, yang dapat diartikan bahwa variabel Disiplin Kerja secara parsial berpengaruh signifikan terhadap Kepuasan Pelanggan.

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PENGARUH KEPERCAYAAN, KUALITAS PELAYANAN, MOTIVASI HEDONIS BELANJA TERHADAP MINAT BERTRANSAKSI MENGGUNAKAN APLIKASI LAZADA

Jurnal Ilmiah Akuntansi dan Bisnis ◽

10.38043/jiab.v4i2.2334 ◽

2020 ◽

Vol 4 (2) ◽

pp. 174

Author(s):

Gine Das Prena

Keyword(s):

Linear Regression ◽

Service Quality ◽

Multiple Linear Regression ◽

Test Results ◽

Analysis Techniques ◽

Regression Test ◽

Shopping Motivation ◽

Hedonic Shopping ◽

Regression Tests ◽

Positive Effect

This study aims to examine the effect of trust, service quality, hedonic shopping motivation on the interest in transacting using lazada application. The population used in this study is community using lazada application. The method of data collection techniques used are questionnaires and documentation. The testing technique used is validation and reliability tests and uses data analysis techniques in the form of classic assumption tests and multiple linear regression tests.. The hypothesis in this study was tested using t test and f test. The results of the study showed that all variables were declared free of interference from existing classical assumptions.From the results of multiple linear regression test results f obtained Fcount of 17.665> Ftable of 2.60 then Ho is rejected and Hi is accepted means that simultaneously there is a positive and significant influence between variables of trust, service quality, hedonic shopping motive towards interest in using the lazada application. The partial test shows the results that all independent variables have a positive effect on the interest in transacting using the lazada application.Keywords : Trust, Service Quality, Hedonic Shopping Motivation, Interest in Transacting

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