scholarly journals Analisis Pengaruh Variabel Kualitas Layanan Terhadap Kepuasan Pelanggan Apotek Kimia Farma Jember

2017 ◽  
Vol 4 (1) ◽  
pp. 49
Author(s):  
Choirunnisa' Kurnia Safitri ◽  
Ketut Indraningrat ◽  
Imam Suroso
Keyword(s):  
Customer Satisfaction ◽  
Sampling Method ◽  
Secondary Data ◽  
Primary Data ◽  
Analysis Tool ◽  
Physical Evidence ◽  
Many Sources ◽  
Variable Quality

This research aimed to analyze the effect of variable quality services to customer satisfaction in Kimia Farma PharmacyJember. The population in this research are customers of Kimia Farma Pharmacy Jember. Sampling method used is purposivesampling with the number of respondents 108 people. Variables used are 5 variables. This research located in Kimia FarmaPharmacy Jember. Primary data used in this research is the answer of the questionnaire, while secondary data in this study is ageneral overview of Kimia Farma, literature from many sources, and also from previous research. The analysis tool usedAnalysis Structural Equestion Modelling (SEM). The results showed that: 1) Physical evidence significantly effect oncustomer satisfaction in Kimia Farma Pharmacy Jember; 2) Reliability significantly effect on customer satisfaction in KimiaFarma Pharmacy Jember, and; 3) Responsiveness significantly effect on customer satisfaction in Kimia Farma PharmacyJember; 4) Assurance a significantly effect on customer satisfaction in Kimia Farma Pharmaciy Jember; 5) Empathysignificantly effect on customer satisfaction in Kimia Farma Pharmacy Jember.

Studi Kualitas Pelayanan Nasabah Pada Bank Mandiri Area Semarang Pahlawan

2021 ◽  
Vol 20 (1) ◽  
pp. 53-72
Author(s):  
Inggrid Benedicta Sutanto ◽  
I Made Sukresna
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Service ◽  
Sampling Method ◽  
Primary Data ◽  
Analysis Tool ◽  
Purposive Sampling ◽  
Qualitative Descriptive ◽  
Descriptive Approach

The objectives of this study are: (1). Assessing customer service quality in the aspects of tangibles, reliability, responsiveness, assurance, and empathy; (2). Assessing ways to increase customer satisfaction in order to achieve or exceed service targets. The type of data used is primary data which comes from 2 (two) groups of informants, namely customers and employees, with a purposive sampling method. The analysis tool uses a pure qualitative descriptive approach. The results of the study prove that: Customer satisfaction with the services provided by Bank Mandiri Semarang Pahlawan area regarding the dimensions of tangibles, reliability, responsiveness, assurance, and empathy is at the level of confirmation or satisfaction. Furthermore, how to increase customer satisfaction in order to achieve or exceed service targets by providing more attractive facilities, the number of front liner officers and queuing seats added, strategies to stay on time and fulfill obligations as marketing, increase cooperation with all departments.

scholarly journals HARGA, PROMOSI, DAN KUALITAS PELAYANAN SEBAGAI ANTESEDEN KEPUASAN PELANGGAN YANG DI MEDIASAI OLEH KEPUTUSAN MENGGUNAKAN OJEK ONLINE DI YOGYAKARTA

2020 ◽  
Vol 9 (2) ◽  
pp. 241
Author(s):  
Taufiq Hidayat ◽  
Sukardi Sukardi
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Sampling Method ◽  
Sampling Technique ◽  
Primary Data ◽  
Analysis Tool ◽  
Independent Variables ◽  
The City ◽  
Positive Effect

Customer satisfaction is an asset for the company to be a benchmark for the company's success in serving customers. Since its establishment in 2010, GOJEK has consistently  served  the  community,  presenting  efficient  and  effective transportation  to the Indonesian people spread across several cities. By maintaining the values of a friendly Indonesian character. The population in this study were GO-JEK users. While the sample in this study is GO-JEK users more than once in the city of Yogyakarta.  The sampling technique uses a non-probability sampling method. While the data used in this study are primary data by  obtaining the data needed by  using information techniques, namely by distributing  questionnaires.  The analysis tool uses multiple linear regression, and doing a partial test  knowing  whether the independent variables individually have a significant effect on the dependent variable, do the r-test to measure the ability of the model to explain the ability of the dependent variable.The results of the analysis can be concluded that: Price does not have a positive effect on user decisions. Promotion does not have a positive effect on user decisions. Service quality does not have a positive effect on user decisions. User decisions have a positive effect on customer satisfaction. User decisions do not mediate between Price, Promotion and Quality of Service.

scholarly journals ANALISIS KEPUASAN PELANGGAN ATAS KUALITAS PELAYANAN PADA PT AUTOMOBIL JAYA MANDIRI WULING DI SURAKARTA

2019 ◽  
Vol 3 (02) ◽  
Author(s):  
Endah Astuti ◽  
Eny Kustiyah ◽  
Sri Hartono
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Descriptive Analysis ◽  
Secondary Data ◽  
Primary Data ◽  
Quantitative Descriptive Analysis ◽  
Physical Evidence ◽  
Quantitative Descriptive ◽  
Regression Tests

The purpose of this study was to determine the effect of service quality on customer satisfaction PT. Automobil Jaya Mandiri Wuling Surakarta partially and simultaneously. Primary data sources were obtained from questionnaires distributed to consumers with a sample of 95 people, while secondary data were obtained from PT. Automboil Jaya Mandiri Wuling Surakarta. The analytical tool used is quantitative descriptive analysis. Based on the results of the t test, it can be concluded that there is a partial effect between tangible and assurance on customer satisfaction at PT. Automobil Jaya Mandiri Wuling Surakarta. F test results show that there is a simultaneous influence between tangible, reliable, responsible, assurance, empathyvvariables on customer satisfaction at PT. Automobil Jaya Mandiri Wuling Surakarta. The results of multiple linear regression tests obtained by the equation Y = 1,219 + 0.763 X1 - 0.064 X2 + 0.130 X3 + 0.748 X4 - 8.644X5 €. From the regression equation it can be seen that the most dominant variable influencing consumer satisfaction is the physical evidence variable with a coefficient of 0.763. R2 (R Square) test obtained a result of 0.609 or 60.9% which means that customer satisfaction with the Dealer of PT. Automobil Jaya Mandiri Wuling Surakarta is influenced by variable tangiable, reliable, responsible, assurance, empathy of 60.9%. And other factors that influence customer satisfaction at PT. Automobil Jaya Mandiri Wuling Surakarta. of 0.391 (39.1%) expected by PT. Automobil Jaya Mandiri Wuling Surakarta needs to implement and develop aspects of service to consumer satisfaction which include tangible (physical evidence), reliability (reliability), responsiveness (responsiveness), assurance (empathy), empathy (empathy), so as to obtain a more market share well. Keywords: Service Quality, Tangible, Reliability, Responsiveness, Assurance, Empathy, and Customer Satisfaction

scholarly journals ANALISIS TINGKAT KEPUASAN KONSUMEN TERHADAP PELAYANAN DABU – DABU LEMONG BOULEVARD KARANGRIA

2020 ◽  
Vol 16 (2) ◽  
pp. 159
Author(s):  
Herlina Anggie Tangkere ◽  
Joachim Noch Karel Dumais ◽  
Tommy Fredy Lolowang
Keyword(s):  
Data Analysis ◽  
Customer Satisfaction ◽  
Consumer Satisfaction ◽  
Sampling Method ◽  
Secondary Data ◽  
Primary Data ◽  
Descriptive Data ◽  
Satisfaction Index ◽  
Direct Observations ◽  
Research Analysis

The purpose of this study was to analyze the level of customer satisfaction with the services provided by the "Dabu-Dabu Lemong" restaurant. This research was conducted from December to February 2020. The data used in this study are primary data and secondary data. The sampling method in this study uses accidental sampling. Primary Data is data obtained through interviews and direct observations or observations. Interviews were conducted with management and customers. Questionnaires were distributed to customers as respondents. Secondary Data is the collection of data from other parties in the form of data obtained from various sources of linear study including books, internet, journals, and the results of previous research. Analysis of the data used is descriptive data analysis using a Likert scale. The results showed that the overall level of customer satisfaction with service at "Dabu-dabu Lemong" Boulevard Boulevard Karangria classified as very satisfied with the consumer satisfaction index figure of 80.9%.*eprm*

scholarly journals PERSEPSI MASYARAKAT TERHADAP TANAMAN HIDROPONIK DI DESA LOTTA, KECAMATAN PINELENG, KABUPATEN MINAHASA

2016 ◽  
Vol 12 (2A) ◽  
pp. 283
Author(s):  
Stevanus G. Kaunang ◽  
Melsje Y. Memah ◽  
Ribka M. Kumaat
Keyword(s):  
Public Perception ◽  
Sampling Method ◽  
Secondary Data ◽  
Personal Characteristics ◽  
Primary Data ◽  
Analysis Tool ◽  
Personal Factors ◽  
The Public ◽  
The Village ◽  
Control Water

This study aimed to analyze and determine the public perception of hydroponic plant in the village Lotta, Pineleng Districts, views of the variables to be studied in terms of knowledge and personal characteristics and factors that, cultivation of hydroponic plants, seedlings, planting, remove seeds, caring for plants, harvesting, cleaning pipes, control water for circulation, plant nutrion, seed replacement, stimulus, personal factors, factors influence groups, cultural factors using a likert scale analysis tool. This aims was conducted over four months from February to the month of May 2016 from preparation to the arrangement of research reports. The location of research is Sentrum Agraris Lotta in the village Lotta districts Pineleng. This research uses primary data and secondary data. Primary data was obtained from 30 respondents using questionnaires, while secondary data obtained from the office Lotta village. The sampling method in this study is using purposive sampling method. The results of this study show that the public perception of plant hydroponic in the village Lotta districts Pineleng to categorize understand/agree as seen from the result obtained, that respondents will understand and know how to plant hydroponic and would like hydroponic plants.

scholarly journals ANALYSIS OF KARAWANG ONLINE SALES CUSTOMER SATISFACTION USING CUSTOMER SATISFACTION INDEX (CSI) METHOD

2020 ◽  
Vol 16 (1) ◽  
pp. 7-12
Author(s):  
Hannie Hannie ◽  
Ultach Enri ◽  
Yuyun Umaidah
Keyword(s):  
Customer Satisfaction ◽  
Consumer Satisfaction ◽  
Sampling Method ◽  
Secondary Data ◽  
Primary Data ◽  
Probability Sampling ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Online Sales ◽  
Marketing Area

Karawang is one of the industrial cities. Most industry players look at Karawang as a strategic city to run a business. Many products have been produced from Karawang. However, there are lack in promoting, marketing the product and expanding the marketing area. The analysis of consumer satisfaction in Karawang is to determine the satisfaction of Karawang consumers to the prospects of promising online sales. Service attributes can be included in increasing online sales at Karawang using the Customer Satisfaction Index (CSI) method. The result of the Customer Satisfaction Index (CSI) is 78.43% which means that overall consumers who live in Karawang and have been shopped online are satisfied with the development of online shopping. This research was conducted in Karawang. The data used are primary data and secondary data. The sampling method is a non-probability sampling method, while the non-probability sampling method used sampling purposes.

scholarly journals PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN PELANGGAN BENGKEL CAHAYA TERANG DI BUNGKU TENGAH

2020 ◽  
Vol 5 (3) ◽  
pp. 251-264
Author(s):  
Mohammad Sandy Andi Andi Koro ◽  
Maskuri Sutomo ◽  
Farid Farid
Keyword(s):  
Customer Satisfaction ◽  
Sampling Method ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Primary Data ◽  
Quality Of Services ◽  
Variable Effect ◽  
Descriptive Research ◽  
Physical Evidence

This research aims to find out and analyze the influence of the quality of services towards customer satisfaction workshop of Cahaya Terang. This type of descriptive research is causal, using the technique of sampling method of accidental sampling. Data collection was done by disseminating a questionnaire to 90 people or respondents who coincidentally met in the workshop of CahayaTerang. Primary Data obtained from the results of the responses of the respondents through questionnaires, observation and dissemination. Analysis tools are used multiple linear regression analysis to test the variable with the help of the program SPSS Version 16.0. The results showed that the quality of service of influence simultaneously towards customer satisfaction. Physical evidence of the influential variables are partial and significantly to customer satisfaction. Variable reliability effect partially but not significant toward customer satisfaction. The variable responsiveness effect partially but not significant toward customer satisfaction. Influential guarantee partially variable and significantly to customer satisfaction. Empathy and variable effect in partial and significantly to customer satisfaction. Penelitian ini bertujuan untuk mengetahui dan menganalisis pengaruh kualitas layanan terhadap kepuasan pelanggan bengkel cahaya terang.Jenis penelitian ini adalah deskriptif kausal, dengan menggunakan teknik pengambilan sampel metode accidental atau convenience sampling.Pengumpulan data dilakukan dengan menyebarkan kuesioner kepada 90 orang atau responden yang secara kebetulan bertemu di bengkel Cahaya Terang.Data primer diperoleh dari hasil tanggapan responden melalui penyebaran kuesioner, dan observasi.Alat analisis yang digunakan adalah analisis regresi linear berganda untuk menguji variabel dengan bantuan program SPSS Versi 16.0. Hasil Penelitian menunjukkan bahwa kualitas layanan berpengaru secara simultan terhadap kepuasan pelanggan.Variabel bukti fisik berpengaruh secara parsial dan signifikan terhadap kepuasan pelanggan.Variabel kehandalan berpengaruh secara parsial tetapi tidak signifikan terhadap kepuasan pelanggan.Variabel daya tanggap berengaruh secara parsial tetapi tidak signifikan terhadap kepuasan pelanggan.Variabel jaminan berpengaruh secara parsial dan signifikan terhadap kepuasan pelanggan.Variabelempati berpengaruh secara parsial dan signifikan terhadap kepuasan pelanggan.

scholarly journals THE EFFECT OF PROMOTION AND PRODUCT QUALITY THROUGH PURCHASE DECISION ON THE CUSTOMER SATISFACTION OF BOHEMIAN PROJECT.ID PRODUCTS

2020 ◽  
Vol 6 (1) ◽  
pp. 55-72
Author(s):  
Haikal Aulia Rahman ◽  
Arifin Sitio
Keyword(s):  
Customer Satisfaction ◽  
Product Quality ◽  
Purchase Intention ◽  
Sampling Method ◽  
Small And Medium Enterprises ◽  
Secondary Data ◽  
Primary Data ◽  
Purchase Decision ◽  
Analysis Method ◽  
Medium Enterprises

This study aims to determine the effect of promotion and product quality through purchase intention on customer satisfaction of Bohemianproject.id products. The research conducted in Bandung on SMEs (Small and Medium Enterprises) named Bohemianproject.id. Research data is primary data from questionnaires and secondary data. The sampling method used was probability sampling. Questionnaires were distributed to 100 customers who had purchased Bohemian project. id’s products. The analytical method used is the path analysis method. The results showed that promotion, product quality through purchase intention are having a significant influence on product customer satisfaction from Bohemianproject.id. In-depth research in other business fields can be done to ensure other variables that affect customer satisfaction, this can help SMEs to make strategies and reduce failure to build a business.

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

A Study on Customer Satisfaction towards TVS Two-Wheeler in Madurai City

2021 ◽  
Vol 8 (4) ◽  
pp. 91-96
Author(s):  
K R Srinivasan ◽  
P Ponraj
Keyword(s):  
Customer Satisfaction ◽  
Sampling Method ◽  
Simple Random Sampling ◽  
World Market ◽  
Vital Role ◽  
Primary Data ◽  
Customer Expectation ◽  
Data Statistics ◽  
Spss Software ◽  
Two Wheeler

TVS is one of India’s largest diversified industrial conglomerates, with its principal headquarters in Madurai and international offices in Chennai. TVS motor company is a multinational motorcycle company is the third-largest motorcycle company in India. In today’s competitive world, market research player, a vital role to aid the company in understanding the customer expectation from the company. Customer satisfaction is an important component of a company’s relationship with their customers it is effectively utilizing marketing and sales resources has been a top priority for many organizations. In this study, an attempt has been made to analyze the satisfaction level of the customer towards TVS two-wheeler in Madurai city; a sample of 45 respondents has been selected using a simple random sampling method questionnaire has been used to collect primary data from the respondents. SPSS software is used to analyze the data statistics.

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