scholarly journals ANALISIS KEPUASAN KONSUMEN TERHADAP PRODUK SAMBAL KEMASAN UNTUK FORMULASI PERBAIKAN STRATEGI PRODUK

BISMA ◽  
2021 ◽  
Vol 15 (1) ◽  
pp. 47
Author(s):  
Fitriani Rahayu ◽  
Cecep Barkah ◽  
Arianis Chan ◽  
Pratami Wulan Tresna
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Descriptive Analysis ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Marketing Strategies ◽  
Level Of Satisfaction ◽  
High Level

Consumers have a high level of satisfaction with the quality of taste, flavour variants, packaging quality, price, and service quality of Sambel Gendang, while consumers have a low level of satisfaction with the level of spiciness of the product. This study aims to investigate the level of consumer satisfaction and formulate product strategy improvements to be proposed by considering customer satisfaction. Therefore, consumers can repurchase the products and become Sambel Gendang customers. This research uses descriptive analysis research with a quantitative approach. The population of this study was Sambel Gendang consumers. A total of 60 people were taken as samples by using probability sampling technique, and simple random sampling method. The results of this study revealed that 43.3% of respondents were satisfied with the taste quality, 41.7% were dissatisfied with the level of spiciness, 35% were satisfied with the flavour variant, 53.3% were satisfied with the packaging, 41.7% were satisfied with the price, 46.7% were satisfied with the service quality. The proposed marketing strategy by considering customer satisfaction is focused on product and promotion strategies to increase the sales market. Keywords: business, customer satisfaction, product, marketing strategies.

scholarly journals Application of the Servqual Method and the Kano Model as Measurement of Service Quality towards Customer Satisfaction in Senyum Media Bondowoso

2021 ◽  
Vol 1 (4) ◽  
pp. 324-331
Author(s):  
Firrizqi Satria Wibawa ◽  
Nurul Qomariah ◽  
Yusron Rozzaid
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Quantitative Research ◽  
Sampling Technique ◽  
Kano Model ◽  
Average Value ◽  
Level Of Satisfaction ◽  
Research Show

This research aims to analyze the level of customer satisfaction to services and explain the factors that must be prioritized in order to meet consumer expectations in Senyum Media Bondowoso. The method used is quantitative research with the Servqual method and the Kano model. The population of this research is all the customers of the Senyum Media Bondowoso store and the samples used are 150 samples using the Purposive Sampling technique. The results of the research show that the quality of service in CV. Senyumindo Mediatama Bondowoso is not in accordance with what is desired by customers, because the calculation is carried out using the Service Quality method, the results obtained are the average value of service quality, the average value of service quality for all dimensions of service quality is -4,967. On the other hand, for the Kano category is in the Indifferent category, which means that the attributes that are in the category of less attention by consumers, therefore the existence of these attributes does not affect the decrease or increase in the level of satisfaction of consumers. This category has no effect on consumer satisfaction with functional or dysfunctional services and goods.

KEPUASAN KONSUMEN DITINJAU DARI KUALITAS PELAYANAN, STORE ATMOSPHERE DAN PROMOSI DI RUMAH MAKAN PONDOK JOWI SOLO

2020 ◽  
Vol 4 (02) ◽  
Author(s):  
Shofia Zulfa Amalina ◽  
Sri Hartono ◽  
Ratna Damayanti
Keyword(s):  
Quality Of Service ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Sampling Technique ◽  
Likert Scale ◽  
The Relationship

The purpose of this study was to analyze the effect of whether or not the quality of service, store atmosphere and promotion of consumer satisfaction at Pondok Jowi Restaurant Solo. The population in this study were consumers of Pondok Jowi Solo Restaurant in January 2020 at May 2020 with a total of 14,030 people. The sampling techniquemismpurposive samplingm which is a sampling technique with certain considerations by taking 100 respondents. Data collection uses a Likert scale questionnaire to measure respondents' answers to identify the relationship between service quality, store atmosphere and promotion of customer satisfaction. The results show that service quality, store atmosphere and promotion have a simultaneous and significant effect on customer satisfaction, servicei quality has assignificant effect on customer satisfaction, store atmosphere has a significant effect on customer satisfaction, and promotion has significant effect on customer satisfaction. Keywords: Service quality, Store atmosphere, Promotion, Consumer satisfaction

scholarly journals Pengaruh Kualitas Pelayanan Customer Service Terhadap Kepuasan Nasabah Pada Bank BJB Cabang Subang

ijd-demos ◽  
2020 ◽  
Vol 1 (2) ◽  
Author(s):  
Agus Dedi Subagja ◽  
Hanifah Hanifah
Keyword(s):  
Statistical Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Service ◽  
Descriptive Analysis ◽  
Total Sample ◽  
High Level ◽  
Statistical Analysis Methods ◽  
Research Analysis

Kualitas pelayanan adalah totalitas fitur dan karakteristik produk atau jasa yang tergantung pada kemampuannya untuk memuaskan kebutuhan yang dinyatakan atau tersirat. Kepuasan pelanggan adalah tingkat perasaan seseorang setelah membandingkan kinerja (atau hasil) yang ia persepsikan dibandingkan dengan harapannya. Penelitian ini bertujuan untuk menganalisis kualitas pelayanan customer service terhadap kepuasan nasabah dan menguji pengaruh kualitas pelayanan customer service terhadap kepuasan nasabah pada Bank BJB cabang Subang. Penulis menggunakan pendekatan kuantitatif dengan metode analisis deskriptif dan analisis statistik. Populasi pada penelitian ini sebanyak 3.841, dengan jumlah sampel yang diambil sebanyak 100 orang. Sedangkan alat pengumpulan data yang digunakan adalah kuesioner. Hasil analisis penelitian menunjukkan pengaruh kualitas pelayanan customer service terhadap kepuasan nasabah pada Bank BJB cabang Subang menunjukkan tingkat hubungan yang tinggi dengan kontribusi pengaruh yaitu sebesar 64,4% dan sisanya sebesar 35,4% dipengaruhi oleh faktor lain yang tidak diteliti.Service quality is the totality of features and characteristics of a product or service that depends on its ability to satisfy stated or implied needs. Customer satisfaction is the level of one's feelings after comparing the performance (or results) he perceives compared to his expectations. This study aims to analyze the quality of customer service service to customer satisfaction and examine the influence of customer service quality on customer satisfaction at the Bank of the Subang branch BJB. The author uses a quantitative approach with descriptive analysis and statistical analysis methods. The population in this study was 5,240, with a total sample of 100 people. While the data collection tools used were questionnaires. The results of the research analysis showed the influence of customer service quality on customer satisfaction at the Bank of the Subang branch BJB showed a high level of relationship with the contribution of influence that is equal to 64.4% and the remaining 35.4% is influenced by other factors not examined.

scholarly journals Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pada JNE Cabang Bandung [The Influence of Service Quality on Customer Satisfaction at JNE Branch in Bandung]

2016 ◽  
Vol 11 (2) ◽  
pp. 265
Author(s):  
Januar Efendi Panjaitan ◽  
Ai Lili Yuliati
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Descriptive Analysis ◽  
Sampling Technique ◽  
P Value ◽  
Analysis Technique ◽  
Set Up ◽  
Branch Office

The purpose of this study was to determine the effect of Quality of Service Quality of Service Customer Satisfaction either simultaneously or partially on Cabang JNE Bandung. JNE is a freight company and documents that have been established since 1990. In 2004, JNE set up headquarters in Jakarta. The JNE Bandung has a branch office in Jalan Permata Kawaluyaan numbers 1-4 Soekarno Hatta, Bandung. The type of research used in this study was descriptive research type using a quantitative approach. The analysis technique used was descriptive analysis techniques and multiple linear regression. While the sampling technique used was Non Probability sampling using purposive sampling and number of samples of 78 people. The results of this research showed that the quality of service (X) consisting of Reliability, Assurance, Tangibles, Empathy, and Responsiveness simultaneously had significant influence on satisfaction of customers with significant value (p value) of 0.003 < 0.05. Partial test results showed that the only variable that empathy has a partial effect on was customer satisfaction with the number of variables of significance (p value) amounted to 0.021 < 0.05.

scholarly journals The Effect of Product, Service, and Customer Satisfaction on Word-of-Mouth Behavior

2019 ◽  
Vol 4 (2) ◽  
pp. 149-156
Author(s):  
Setyani Dwi Lestari ◽  
Mariah Mariah ◽  
Heni Iswanti ◽  
Umbar Riyanto
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Word Of Mouth ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Total Sample ◽  
Jel Classification ◽  
Public Attention ◽  
Product Service

Objective – Banks are financial intermediaries which are vital to support the economy of a country. Banks can be interpreted as the financial institutions whose activities are collecting funds from the community, distributing the funds back to the community, and providing other banking services. The development and improvement of service quality from the banks should be the center of public attention. This is because of the tight competition in terms of quality of the services, products, and marketing strategies undertaken by the banks. In an environment of tight competition, the top priorities of service companies such as banks are customer satisfaction and excellent service quality in order to improve customer loyalty and word-of-mouth behavior. This research aims to study, analyze, and explore the effect of product, service, and customer satisfaction on word-of-mouth (WOM) behavior at PT Bank Jakarta. Methodology/Technique –The models used in this research is a descriptive and associative model using SPSS 19. This study uses a simple random sampling technique with a total sample of 80 people. The research instrument used as a measuring tool in this study is a questionnaire consisting of 40 statements. Findings & Novelty – The result of this research show that product (X1), service (X2), and customer satisfaction (X3) simultaneously affect word-of-mouth behavior (Y). The results conclude that PT Bank Windu Kentjana International Tbk Jakarta should improve the quality of its products and services delivered to its customers and prospective customers in order to build their loyalty and improve their word-of-mouth. Type of Paper: Empirical Keywords: Product; Service; Customer Satisfaction; Word of Mouth Behavior. Reference to this paper should be made as follows: Lestari, S. D.; Mariah, Iswanti, H.; Riyanto. U. 2019. The Effect of Product, Service, and Customer Satisfaction on Word-of-Mouth Behavior, J. Mgt. Mkt. Review 4 (2): 149 – 157 https://doi.org/10.35609/jmmr.2019.4.2(7) JEL Classification: M30, M31, M39.

scholarly journals Marketing Mix-7Ps: The Effect on Customer Satisfaction

2019 ◽  
Vol 7 (1) ◽  
pp. 72-86
Author(s):  
Basrah Saidani ◽  
I Ketut R Sudiarditha
Keyword(s):  
Customer Satisfaction ◽  
Consumer Satisfaction ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
The Elderly ◽  
Marketing Mix ◽  
Target Market ◽  
Product Price ◽  
Price Distribution

Business competition is getting tougher making the marketing mix used as a tool for tactical marketing tools that can be controlled to produce the desired response in the target market. This study aims to determine the magnitude of the influence of marketing mix-7Ps on consumer satisfaction for the elderly in the Special Capital Region of Jakarta. The research method uses a survey with a questionnaire as a data collection tool. Samples were taken using simple random sampling technique produced 70 respondents. Data is processed using multiple regression analysis techniques. The results of the study show that: (1) empirically proven products, prices, distributions, promotions, and processes have a significant influence on customer satisfaction; meaning that the better the product, price, distribution, promotion and process, the more customer satisfaction increases. (2) Empirically proven physical facilities and people do not affect consumer satisfaction; meaning that physical facilities and people do not significantly result in customer satisfaction. Thus the findings of this study prove that physical facilities and people are not the main ones in consuming a product, but the most important thing is the quality of the product itself which can be used according to its function.

scholarly journals influence of service quality and price of new electricity on the level of satisfaction by household customers

2021 ◽  
Vol 5 (3) ◽  
pp. 184-191
Author(s):  
Muhammad Hidayat Isnaini ◽  
Zakaria Wahab ◽  
Muchsin Saggaf Shihab ◽  
Sulastri Sulastri
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Service ◽  
Consumer Satisfaction ◽  
Future Research ◽  
Service Unit ◽  
Level Of Satisfaction ◽  
Single Scale ◽  
Starting Point

The new Install process at State Electricity Company (SEC) is the first interaction between prospective customers and SEC. Customers may evaluate and react to the quality of services and the number of new installation costs paid throughout the process. These issues must be addressed very away since they may impact consumer satisfaction with electricity services. This research focuses on customer satisfaction with service quality and pricing perceptions of new pairs at SEC Rivai is Customer Service Unit (CSU). The data utilized is current. Thus it is applicable to present circumstances. However, since the quantity of sample data in this study is still limited, it can only represent customer satisfaction on a single scale, which may be the starting point for future research.

scholarly journals Pengaruh Store Atmosphere, Kualitas Produk, dan Kualitas Layanan terhadap Kepuasan Konsumen di Seniman Coffee Studio

2019 ◽  
pp. 1
Author(s):  
NI WAYAN GIANA KUSUMAWATHI ◽  
DWI PUTRA DARMAWAN ◽  
I G.A OKA SURYAWARDANI
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Direct Effect ◽  
Consumer Satisfaction ◽  
Structural Equation ◽  
Rapid Development ◽  
Descriptive Analysis ◽  
Equation Modeling

Effect of Store Atmosphere, Product Quality, and Service Quality on Consumer Satisfaction at the Seniman Coffee Studio The rapid development of coffee shops in the Ubud sub-district is certainly the main competitors of the Seniman Coffee Studio to attract consumers. This research was conducted to determine the characteristics of consumers of Seniman Coffee Studio and the effect of store atmosphere, product quality, and service quality on consumer satisfaction at Seniman Coffee Studio. This study uses descriptive analysis and analysis of Structural Equation Modeling (SEM) through the Partial Least Squares (PLS) approach. The method of obtaining data in this study was through distributing questionnaires at Seniman Coffee Studio. The results of this study indicate that store atmosphere has a direct effect of 23.8% on customer satisfaction, product quality has a direct effect of 41% on customer satisfaction, and for service quality it also has a direct effect of 41.7% on consumer satisfaction at the Seniman Coffee Studio. Store atmosphere, both exterior and interior, at Seniman Coffee Studio needs to be improved, seeing its effect is smaller than the quality of the product and the quality service on customer satisfaction.

scholarly journals THE EFFECT OF PRODUCT QUALITY AND SERVICE QUALITY ON CONSUMER SATISFACTION AT ROYA CAFÉ MANTINGAN

2021 ◽  
Vol 9 (1) ◽  
pp. 69
Author(s):  
Hamidah Tussifah ◽  
Nadila Putri Navitsha
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Consumer Satisfaction ◽  
Quantitative Research ◽  
Sampling Technique ◽  
Analysis Techniques ◽  
Linear Regressions

<p><em>Quality assurance becomes the main priority for the company. The quality of the product is closely related to the ability of the product to carry out its functions, with the good quality of the product will make the consumers satisfied and trust. Customer satisfaction is something that needs to be considered by the company. Another factor that can affect customer satisfaction is the quality of service as an effort to fulfill the needs and desires of consumers and the provision of delivery in keeping up with consumer expectations.  This study aims to determine the influence of product quality and service quality partially and simultaneously on customer satisfaction at Roya Café. The research method uses a type of quantitative research. Data collection techniques are carried out by observation. The research instrument uses questionnaires distributed to Roya Café consumers. The sample was taken by 226 respondents, using Non-Probability Sampling technique with Incidental Sampling approach. The analysis techniques in this study used multiple linear regressions. The results showed that partially the quality of the product had a positive and significant effect on customer satisfaction and the quality of service partially influenced positively and significantly to customer satisfaction at Roya Café. </em><em></em></p><p><strong><em><br /></em></strong><strong><em></em></strong></p>

scholarly journals Price, Quality Products, Quality Services and Locations on Customer Satisfaction in Indonesian Culinary

2019 ◽  
Vol 8 (2S4) ◽  
pp. 849-853
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Consumer Satisfaction ◽  
Research Result ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Quality Service ◽  
Human Beings ◽  
Measuring Tool

Food and beverages are a major need for human beings. The development of culinary business makes the competition more and more intense, all efforts strive to attract consumers and retain customers in various ways. Consumers also now have begun carefully in choosing a place to eat, not only the product into consideration but the price, quality of service and location also a consideration of consumers in choosing a place to eat. Therefore, this study was made to determine the effect of price, product quality, service quality and location to customer satisfaction. The population in this study were the visitors at Indonesian Culinary Centers. The sample in this research is 100 respondents taken by simple random sampling technique. The research instrument used as a measuring tool in this study is in the form of questionnaire. Results of respondents on the questionnaire given then processed using Microsoft Excel 2007 software and software SPSS 19. The results of the analysis in this study yields regression equation is Y = - 4.717 + (0.039) X1 + 0.333X2 + 0.368X3 + 0.245X4. Product quality variables, service quality and location partially have a significant influence on customer satisfaction in Indonesian Culinary Centers. Price variables partially have an insignificant effect on customer satisfaction in Indonesian Culinary Centers. Conclusion that can be taken from the research result that is according to the consumer, the three independent variables (Product Quality, Service Quality and Location) are considered important as determinant of consumer satisfaction, while Price variable does not affect customer satisfaction in Indonesian Culinary Centers.

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