scholarly journals The Influence of Service Quality, Emotional Marketing and Spiritual Marketing On Customer Satisfaction

2021 ◽  
Vol 12 (3) ◽  
pp. 3685-3689
Author(s):  
Ida Hindarsah Et.al
Keyword(s):  
Regression Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Quantitative Research ◽  
Statistical Test ◽  
Coefficient Of Determination ◽  
Significant Positive Effect ◽  
Multiple Test ◽  
Positive Effect

This study aims to determine the effect of service quality, the influence of emotional marketing, the effect of spiritual marketing, on satisfaction, and to know the three variables jointly affect customer satisfaction. This research is a quantitative research. With a questionnaire instrument distributed to 90 customers. Statistical test using classical assumption test, hypothesis testing using regression analysis test multiple test T test, F test and R test the coefficient of determination. The results showed that service quality, emotional marketing and spiritual marketing each had a significant positive effect on customer satisfaction. Then the quality of service, emotional marketing and spiritual marketing simultaneously have an effect on satisfaction

scholarly journals The Effect of Price and Service Quality on Customer Satisfaction of PT Huda Express Courier Services at Mcdonald’s Bintaro Restaurant

2020 ◽  
Vol 7 (1) ◽  
pp. 29
Author(s):  
Putri Nilam Kencana
Keyword(s):  
Regression Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Quantitative Method ◽  
Statistical Tests ◽  
Coefficient Of Determination ◽  
Main Aspect ◽  
Testing Hypotheses ◽  
Positive Effect

Customer satisfaction is the main aspect that must be met by the company, with the creation of customer satisfaction, demand will also rise. This study aims to determine the effect of price and service quality on customer satisfaction PT. Huda Express at McDonald’s Bintaro Restaurant. The method used is a quantitative method with an associative approach, with 100 respondents. Statistical tests using multiple regression analysis, coefficient of determination, and hypothesis testing with t test and F test. The results of the study, showed that price and service quality have a positive effect on customer satisfaction with the regression equation Y = 2,279 + 0,307X₁ + 0,130X₂. Price contributed 62.5% to customer satisfaction, while service quality contributed 59.6% to customer satisfaction. From testing hypotheses using statistical tests Fcount> F table or (163.410> 3.09), this is also strengthened with a probability of 0,000 <0.05. Thus H0 is rejected and H1 is accepted. This means that there is a positive and significant effect simultaneously between price and quality of service on customer satisfaction.

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 PENGARUH KUALITAS PELAYANAN, KEPERCAYAAN DAN KOMITMEN TERHADAP KEPUASAN MASYARAKAT (Studi di Kelurahan Pandean Lamper Kecamatan Gayamsari Kota Semarang)

2019 ◽  
Vol 14 (2) ◽  
pp. 324-336
Author(s):  
Yuliati Yuliati ◽  
Susanti Wahyuningsih
Keyword(s):  
Regression Analysis ◽  
Data Analysis ◽  
Service Quality ◽  
Significant Influence ◽  
Analysis Tool ◽  
Significant Positive Effect ◽  
Community Satisfaction ◽  
Data Analysis Tool ◽  
Positive Effect

The purpose of this study was to analyze the influence of service quality, trust and commitment to community satisfaction. The population in this study were all people who used services in Pandean Lamper Village, Gayamsari District, Semarang City, amounting to 741 people (Data for April-May 2016). While the samples taken were 88 people. Sampling uses stratified proportional sampling. The data analysis tool used in this study is multiple regression analysis. Based on the results of the study: There is a significant positive effect between the quality of service on community satisfaction. There is a significant influence between trust in community satisfaction. There is a significant influence between commitment to community satisfaction. There is a significant influence between service quality, trust and commitment to community satisfaction

scholarly journals Pengaruh Service Quality dan CRM (Customer Relationship Marketing) terhadap Kepuasan Nasabah pada LPD Desa Pakraman Peraupan, Denpasar Utara

Widya Amrita ◽  
2021 ◽  
Vol 1 (1) ◽  
pp. 77-85
Author(s):  
Ni Putu Novia Arista Dewi ◽  
Putu Sri Hartati ◽  
Gusti Alit Suputra
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Relationship ◽  
Significant Positive Effect ◽  
Customer Complaints ◽  
Customer Relationship Marketing ◽  
Analysis Technique ◽  
The Face ◽  
Positive Effect

In the face of intense competition between financial institutions in the Pakraman Peraupan Village LPD, it is demanded to be able to satisfy its customers by providing good service so as to satisfy customers. The purpose of this study was to determine the effect of service quality and customer relationship management (CRM) on customer satisfaction partially and simultaneously. The sample in this study were 96 respondents from Pakraman Peraupan Village LPD customers with multiple linear regression as the analysis technique used. Based on the research results it can be seen that (1) service quality has a significant positive effect on customer satisfaction, (2) CRM has a significant positive effect on customer satisfaction, and (3) simultaneously service quality and CRM have a significant effect on customer satisfaction. Suggestions that can be given in this research are the LPD Pakraman Peraupan Village, North Denpasar, which is expected to be faster and more responsive in resolving customer complaints, providing training for employees who are still lacking in providing services and providing maximum quality of service and CRM.

scholarly journals PENGARUH KUALITAS LAYANAN DAN HARGA TERHADAP LOYALITAS PELANGGAN DENGAN KEPUASAN PELANGGAN SEGABAI VARIABEL INTERVENING PADA PENGGUNA OJEK ONLINE GRAB (STUDI PADA MAHASISWA STIE TAMANSISWA BANJARNEGARA)

Medikonis ◽  
2020 ◽  
Vol 11 (1) ◽  
pp. 1-15
Author(s):  
Lustono Lustono
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Negative Relationship ◽  
Sampling Technique ◽  
Significant Positive Effect ◽  
The Relationship ◽  
Positive Effect

ABSTRACT This study aims to determine the effect of service quality with price on customer loyalty through customer satisfaction as an intervening variable. STIE Tamansiswa Banjarnegara case study. In this study the independent variable consists of service quality and price, the intervening variable is customer satisfaction and the dependent variable is customer loyalty. The population of this study is 203 the total number of active students of STIE Tamansiswa Banjarnegara. While the sample of this study was 135 respondents. With accidental sampling technique. The type of research data is primer and data collection techniques using questionnaires. The results showed that partially the quality of service did not have a significant positive effect on customer loyalty. Price has a significant positive effect on customer loyalty. Service quality has a significant positive effect on customer satisfaction. Price has a significant positive effect on customer satisfaction. Customer satisfaction has a positive effect on customer loyalty. Customer satisfaction does not mediate the relationship between customer satisfaction and customer loyalty. Customer satisfaction can mediate a negative relationship between price and customer loyalty.

scholarly journals Pengaruh Kualitas Produk dan Kualitas Pelayanan Terhadap Kepuasan Konsumen di Kedai Kaizar Lahat

2012 ◽  
Vol 13 (2) ◽  
pp. 85-94
Author(s):  
Hayani Hayani ◽  
Keyword(s):  
Regression Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Validity And Reliability ◽  
Significance Level ◽  
Analysis Technique ◽  
Associative Design ◽  
Positive Effect

This study aims to determine: (1) the effect of product quality on customer satisfaction of Kedai Kaizar Lahat (2) the quality of service on customer satisfaction of Kedai Kaizar Lahat, and (3) the effect of product quality and service quality on customer satisfaction of Kedai Kaizar Lahat. This research is a survey research with an associative design. The population in this study were all consumers of Kedai Kaizar Lahat. The sample of this research is most consumers of Kedai Kaizar Lahat in Kab. Lahat, amounting to 60 people. Data collection using a questionnaire that has been tested for validity and reliability. The data analysis technique used in this study is multiple regression analysis. The results of the study with a significance level of 5% found that (1) product quality has a positive effect on customer satisfaction, (2) service quality has a positive effect on customer satisfaction and (3) product quality and service quality have a positive and significant effect on customer satisfaction.

scholarly journals Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan di UPTD Laboratorium Kesehatan Provinsi Jawa Barat

2021 ◽  
Vol 9 (2) ◽  
pp. 486-492
Author(s):  
Sheline Nurpadila Julipani ◽  
Zahwa Aulia Syafitri
Keyword(s):  
Regression Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Research Method ◽  
Quantitative Research ◽  
Linear Regression Analysis ◽  
Coefficient Of Determination ◽  
Simple Linear Regression ◽  
West Java ◽  
The Subject

This study aims to determine the effect of service quality on customer satisfaction at the UPTD Health Laboratory of West Java Province. The research method used is a quantitative research method with data collection techniques through observation, interviews, distributing questionnaires and conducting literature studies related to the subject matter. Based on the results of the research, the correlation value (R) of 0.693 means that the influence of Service Quality (variable X) on Customer Satisfaction (variable Y) at the UPTD Health Laboratory of West Java Province can be categorized as strong because it is in the range (0.600-0.799). The results of the simple linear regression analysis show that the coefficient of determination (R Square) is 0.481 or 48.1%, which means that customer satisfaction at the UPTD Health Laboratory of West Java Province is influenced by service quality by 48.1%. While the remaining 51.9% is influenced by other variables or factors outside of service quality.

scholarly journals PENGARUH KUALITAS PELAYANAN TERHADAP CITRA PERUSAHAAN (STUDI KASUS DI POLITEKNIK LP3I JAKARTA KAMPUS CIBINONG)

2019 ◽  
Vol 8 (1) ◽  
pp. 137
Author(s):  
Yunita Indriany
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Quantitative Research ◽  
Corporate Image ◽  
Coefficient Of Determination ◽  
Dependent Variables ◽  
Conducting Research ◽  
The Relationship ◽  
Positive Effect

<p>Based on observations in the field, it can be seen that at the Polytechnic LP3I Jakarta Cibinong Campus service is generally seen as good enough, but there are some services that are still considered not optimal. Based on this, the writer is interested in conducting research to find out how much influence the quality of service on corporate image (Polytechnic LP3I Jakarta Cibinong Campus). The type of research chosen is a type of quantitative research. Quantitative research was chosen because researchers wanted to measure the effect of service quality on image at the Polytechnic LP3I Jakarta Cibinong Campus using a scale and size that had been previously designed. This measurement is based on the respondent's answer to a questionnaire containing various questions and statements with variations of answers that have been provided by the author. This research is explanative, namely a study that explains the interplay between independent variables (Service Quality) and dependent variables (Image Company) through testing hypotheses. In this case the researcher examines whether there is an influence between the quality of service to the company image by testing several theories used. From the results of the analysis obtained the value of service quality has a significant positive effect on the image shown by the r value of 0.587 which means the relationship between the two is strong. While the coefficient of determination (R2) is equal to 0.344, which means that service quality can increase the company's image variable by 34.4%, while the remaining 65.6% is explained by other variables.</p><p> Keywords: Service, Quality, Image</p>

scholarly journals Pengaruh Keunggulan Produk Pembiayaan Murabahah, Rahn Dan Penerapan Nilai-Nilai Islam Dengan Kualitas Pelayanan Terhadap Kepuasan Nasabah Pada PT BPR Syariah Lantabur Tebuireng Kantor Cabang Gresik

2020 ◽  
Vol 2 (2) ◽  
pp. 93-108
Author(s):  
Guffron Abdul Azis ◽  
Mukhamad Roni ◽  
Taufiq Anshori
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Sampling Technique ◽  
Total Sample ◽  
Primary Data ◽  
Significant Positive Effect ◽  
Negative Effect ◽  
Positive Effect ◽  
Islamic Values

The objectives of this research were to find the influence of murabahah, rahn financing product superiority and the application of Islamic values ​​with quality of service to customer satisfaction in Islamic banks (PT BPR Syariah Lantabur Tebuireng Cabang Gresik). The approach of this research was quantitative using primary data. The sample in this research were customers of PT BPR Syariah Lantabur Tebuireng Cabang Gresik. With the sampling technique using non-probability sampling, so the authors get a total sample of 75 respondents. Analysis of the data in this research using Smart PLS 2.0 analysis tools. The results showed that Murabahah Financing a significant positive effect on Service Quality. Rahn had a significant positive effect on service quality. Islamic values ​​had a positive and not significant effect on service quality. Service Quality had a significant positive effect on Customer Satisfaction. Murabahah Financing had no significant negative effect on Customer Satisfaction. Rahn had a significant positive significant effect on Customer Satisfaction. Islamic values ​​had an insignificant negative effect on customer satisfaction. From the results of the path test, intervening variables it was service quality proven to be able to mediate the relationship between, Murabahah Financing, Rahn and Islamic Values ​​on customer satisfaction of PT BPR Syariah Lantabur Tebuireng Cabang Gresik. Keywords: Murabahah, Rahn, Islamic Values, Service Quality, Customer Satisfaction.

scholarly journals PENGARUH KUALITAS PELAYANAN TRANSPORTASI UMUMBUS TRANS JOGJA TERHADAP KEPUASAN KONSUMEN

2014 ◽  
Vol 11 (2) ◽  
pp. 67-81
Author(s):  
Arif Wibowo
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Provincial Government ◽  
Transport Sector ◽  
P Value ◽  
Significant Positive Effect ◽  
Quality Aspects ◽  
Positive Effect

This research  was conducted to examine the effect of Level of Service Quality Public Transport Bus Trans Jogja to customer satisfaction. Trans Jogja bus this is an attempt Yogyakarta Provincial Government since 2008 with the aim to improve public services, especially in the land transport sector in urban areas based DIY to replace the deposit system into a system service purchase. A very important factor in consumer satisfaction is service quality, which is measured in the quality aspects of the service will be a service is satisfied  or not satisfied user when using these services so that these aspects can be seen whether the quality of services provided is good or not good. The quality of transport good services and should attention wants and needs of consumers. Every customer have a perspective different to all forms of transportation layananpada. Whether or not consumers are satisfied with the product will affect the service behavior shown next. The sample used in this study is 100 respondents. The sampling method using purposive sampling. The result show that by using regression (R square)  methods, it can be concluded that tangible of variable positive and significant impact on consumer satisfaction with a significance value (P Value) of 0.308 <0.05. While the reliability of a positive and significant effect on customer satisfaction with a significance value (P Value) of 0.305> 0.05. Assurance significant positive effect on customer satisfaction with a significance value (P Value) of 0.194 <0.05. Responsiveness positive and significant impact on consumer satisfaction with a significance value (P Value) of 0.301> 0.05. For empathy and a significant positive effect on consumer satisfaction with a significance value (P Value) of 0.259> 0.05.

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