scholarly journals Analisis Kualitas Pelayanan untuk Meningkatkan Kepuasan Konsumen: Studi Kasus Gold’s Gym Bandung

2019 ◽  
Vol 12 (3) ◽  
pp. 220
Author(s):  
Merita Bernik
Keyword(s):  
Customer Satisfaction ◽  
Consumer Satisfaction ◽  
Secondary Data ◽  
Primary Data ◽  
Quality Of Services ◽  
Quality Service ◽  
Fitness Center ◽  
Descriptive Method ◽  
Cartesian Diagram

Health is the most common thing and becomes the primary need of every human being. One way to keep us healthy is to diligently exercise. There are various kinds of sports that can be done, and there are also many facilities provided for sports. One of the facilities that can be utilized is the fitness center. One fitness center in Bandung has an increasing number of consumers and members. This shows the existence of consumer satisfaction, one of the variable to meet customer satisfaction is the existence of good quality service. The method used in this study is a descriptive method using primary data and secondary data, the data that has been obtained is then processed, analyzed and entered into the Cartesian diagram. The results obtained from the quality of services provided are in a fairly good category and many indicators are included in the B quadrant where quality is considered important as a factor supporting consumer satisfaction.

scholarly journals The Effect of Price and Product Quality on Customer Satisfaction

2018 ◽  
Vol 2 (1) ◽  
pp. 53
Author(s):  
Putri Nilam Kencana
Keyword(s):  
Customer Satisfaction ◽  
Product Quality ◽  
Fast Food ◽  
Consumer Satisfaction ◽  
Secondary Data ◽  
Primary Data ◽  
Coefficient Of Determination ◽  
Regression Equations ◽  
Validity And Reliability

One example of a franchise that has increased in a number of outlets is fast-food restaurants or often called fast food. The purpose of this study was to determine the effect of price and product quality on customer satisfaction on Giant Fried Chicken Citra Raya. The research method uses quantitative with a population of 22,577 customers, the determination of the sample using the Slovin formula with an error rate of 10% obtained 100 respondents. Data collection methods using primary data and secondary data. Test the instrument using the validity and reliability test, the prerequisite data test uses the normality test, autocorrelation test, multicollinearity test, and heteroscedasticity test, while the statistical test uses multiple regression equations, correlation coefficient test, coefficient of determination test and significance test. The results show that the price and quality of the product have a positive effect on consumer satisfaction with a regression equation Y = 19.846 + 0.329X1 + 0.312X2 + e. The better the price determination and the higher the quality of the product, the more it will increase customer satisfaction. Vice versa, if the price and quality of products are low, customer satisfaction will also decrease. The simultaneous contribution of price and product quality is 40.8% while the remaining 59.2% is influenced by other factors. the calculated F value is greater than the F table or (9669> 3.090), it is also reinforced by the significance 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 product quality on customer satisfaction on Giant Fried Chicken Citra Raya.

scholarly journals Quality of services and prices in promoting customer satisfaction and customer loyalty services of container transportation facilities. Case Study at PT. Yang Ming Shipping Indonesia

2021 ◽  
Vol 21 ◽  
pp. 645-660
Author(s):  
Dhanang Suryo Kusumo ◽  
Didik J. Rachbini ◽  
Endi Rekarti
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Secondary Data ◽  
Primary Data ◽  
Quality Of Services ◽  
Container Transportation ◽  
Improve Service Quality

The study is aimed to determine the effect of the quality of service , price to encourage the satisfaction of customers and loyalty of customers the services of a means of conveyance crate packing . Customers from PT. Yang Ming Shipping Indonesia was taken as the respondent , both primary and secondary data were used in the study . Secondary data is taken from various sources such as journals , books and other data . Primary data was collected using a questionnaire which was distributed to the target respondents . Using the technique of accidental sampling, a total of respondents who collected a number of 140 respondents . Path analysis is applied in this study . The results show that service quality has a significant effect on customer satisfaction . Price has a positive and significant effect on customer satisfaction . and d itemukan that the quality of services has the effect of significantly towards consumers loyal. Price memilikipenagruh positive and significant to consumers loyal, things were equally found their influence posiif and exhibited significantly that occur between the satisfaction of customers to consumers loyal. At the level of managerial , research is giving a donation to the PT. Yang Ming Shipping Indonesia, to improve service quality and price if you want customer satisfaction and customer loyalty to increase .

scholarly journals TINGKAT KEPUASAN PENGUNJUNG TERHADAP KUALITAS PELAYANAN DAERAH WISATA PUNCAK TEMBOAN TOMOHON

2017 ◽  
Vol 13 (1) ◽  
pp. 35
Author(s):  
Ellen Grace Tangkere ◽  
Lorraine W. Th. Sondak
Keyword(s):  
Test Validity ◽  
Secondary Data ◽  
Primary Data ◽  
Quality Of Services ◽  
Validity And Reliability ◽  
High Interest Rate ◽  
Visitor Satisfaction ◽  
Advantages And Disadvantages ◽  
Low Performance

The purpose of this study is (1) to measure the level of visitor satisfaction of services in tourism so it can improve or develop the quality of services, (2) identify the advantages and disadvantages of what should be improved or developed to increase the number of visitors at the Heritage Temboan Peak. The study was conducted in the village of Rurukan Tomohon, Village of East Tomohon, Tomohon. The research was conducted during 2016. The primary and secondary data used in this study. Primary data obtained through interviews and direct observation. Interviews conducted using questionnaires that question and the answer has been determined and is given a score. The secondary data obtained from the study of literature in the form of literature, written sources has relevance to this study.Ssampling slection in this study using purposive sampling method. The number of samples in this study were 50 respondents. The analytical method used is the Importance Performance Analysis (IPA) test Validity and Reliability of the variables to be measured. This study found: (1) In general visitor attractions highlight Temboan already satisfied with the quality of services provided by Peak Temboan operators ie at a rate of 75.59%; (2) The service quality indicators which have a high interest rate with a low performance and get into the top priority category for increased need to receive special attention from the manager. The indicator is building a good physical facilities and have charm, cleanliness in environmental tourism, cleanliness of toilets is in the area attractions and the attitude of the staf (friendly, courteous and smiling).

scholarly journals Evaluation of quality of service: real case in the hotel fitness center

2018 ◽  
Vol 12 (1) ◽  
pp. 1-27 ◽  
Author(s):  
Natália de Almeida Ferraz ◽  
Fagner José Coutinho de Melo ◽  
Taciana de Barros Jerônimo ◽  
André Philippi Gonzaga de Albuquerque ◽  
Denise Dumke de Medeiros
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Sector ◽  
Quality Of Services ◽  
Hotel Management ◽  
Fitness Center ◽  
Customer Expectations ◽  
Hotel Service ◽  
New Perspective

The justified purpose of the theme: The number of companies in the service sector has been increasing steadily in recent years. At the same time, consumers are increasingly demanding quality of services offered by the various providers in the market. Customer satisfaction is fundamental to the success of these organizations, and for this reason, the adoption of specific techniques for assessing quality of services is necessary. Purpose: this article aims to develop a framework to support hotel management. Methodology/Design: The study used an adaptation of the classic SERVQUAL model for the evaluation of customer expectations and perceptions, enhanced by the QUESC model, which is an instrument specifically applied to quality evaluation in fitness services, in order to obtain a more complete and targeted approach. The survey was conducted with 206 customers on the quality of service in the hotel's fitness center. Results and Originality: With the application of the model, we found that SERVQUAL was insufficient to evaluate customer satisfaction since the highest rated items pointed to the gaps coming mostly from the QUESC model. The findings provide a new perspective that can encourage those involved in the fitness center to manage these businesses considering the characteristics of the customer. This structure can help the hotel manager identifying which quality dimensions need more attention, improve the quality of the hotel service, develop customer loyalty, improve employee satisfaction, and differentiate from competitors. The article presents a new focus on guest view, which can be used to manage services offered by hotels.

scholarly journals PENGARUH KUALITAS PELAYANAN BANQUET TERHADAP KEPUASAN KONSUMEN PADA LABERSA GRAND HOTEL & CONVENTION CENTER SIAK HULU KAMPAR

2019 ◽  
Vol 8 (1) ◽  
pp. 176-188
Author(s):  
Nova Syafrina ◽  
Syaiful Akbar
Keyword(s):  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Secondary Data ◽  
Simple Linear Regression ◽  
Independent Variables ◽  
Convention Center ◽  
Grand Hotel

Abstrak           Penelitian ini dilakukan di Labersa Grand Hotel & Convention Center, Siak Hulu, Kampar. Tujuan penelitian ini adalah untuk mengetahui apakah ada pengaruh yang signifikan antara kualitas pelayanan terhadap kepuasan konsumen pada Labersa Grand Hotel & Convention Center, Siak Hulu, Kampar. Populasi yang ada dalam penelitian ini sebanyak 1.317 orang. Dalam penelitian ini pengambilan sampel menggunakan asidental sampling, yaitu sebesar 93orang. Data yang digunakan adalah data primer dan sekunder dengan analisis menggunakan regresi linier sederhana. Hasil penelitian menunjukan bahwa hasil regresi linier adalah Y=16,974+ 0,642X yaitu memiliki arah hubungan yang positif, dan dan variabel kualitas pelayanan berpengaruh signifikan terhadap kepuasan konsumen hal tersebut dapat dilihat nilai nilai t_hitung (7,722) > dari t_tabel (1,98638). sedangkan besarnya pengaruh kualitas pelayanan terhadap kepuasan konsumen adalah sebesar 39,6 persen sedangkan sisanya sebesar 60,4 persen menggambarkan variabel bebas lainnya yang tidak  diamati dalam penelitian ini.     Kata Kunci : Kualitas Pelayanan Dan Kepuasan Konsumen.            This research was conducted at Labersa Grand Hotel & Convention Center, Siak Hulu, Kampar. The purpose of this study was to determine whether there was a significant effect between the quality of service on customer satisfaction at Labersa Grand Hotel & Convention Center, Siak Hulu, Kampar. The population in this study was 1,317 people. In this study the sampling uses incidental sampling, which is equal to 93 people. The data used are primary and secondary data with analysis using simple linear regression. The results showed that the linear regression results were Y = 16,974 + 0,642X which has a positive relationship direction, and the service quality variable has a significant effect on customer satisfaction. It can be seen the value of t-count (7,722)> from t-table (1,98638). while the magnitude of the effect of service quality on consumer satisfaction is 39.6 percent while the remaining 60.4 percent describes other independent variables not observed in this study..  Keywords: Service Quality and Consumer Satisfaction

scholarly journals Analisis Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan (Studi Kasus: Pamella Empat Supermarket)

2018 ◽  
Vol 26 (2) ◽  
pp. 210-225
Author(s):  
Riska Maulani ◽  
Yunita Fitri W
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Quantitative Research ◽  
Secondary Data ◽  
Total Sample ◽  
Primary Data ◽  
Probability Sample ◽  
Sample Technique

The purpose of this study to determine the effect of service quality on customer satisfaction simultaneously. The type of research used in this study is quantitative research. This research uses primary data and secondary data. While the sample technique used is a non-probability sample that uses a total sample of 100 respondents. Based on the results of this study, the quality of service consisting of reliability (reliability) X1, tangible X2, X3 responses, assurance and certainty (assurance) X4, and empathy (empathy) X5 affect customer satisfaction (Y) simultaneously or simultaneously.

scholarly journals ANALISIS SIKAP DAN KEPUASAN KONSUMEN TERHADAP ATRIBUT PRODUK KARKAS AYAM PEDAGING SEGAR DI PASAR TRADISIONAL KOTA SAMARINDA

2018 ◽  
Vol 8 (2) ◽  
pp. 69
Author(s):  
Arif Ismanto ◽  
Try Julianda ◽  
. Mursidah
Keyword(s):  
Customer Satisfaction ◽  
Consumer Satisfaction ◽  
Secondary Data ◽  
Data Retrieval ◽  
Primary Data ◽  
Consumer Attitude ◽  
Satisfaction Index ◽  
Traditional Markets ◽  
Level Of Satisfaction

This research aims to know the attitude of consumers, the level of satisfaction, and what product attributes that are considered consumers before buying the broiler carcass in traditional market of Samarinda City. The data retrieval research conducted during November 2016. The basic method of research is using descriptive method, and it’s implementation with the technique level. The location of the study was chosen intentionally in Samarinda City by taking 3 traditional markets as a sample. The determination of the number of samples is done proportionally and the technique of determining the sampling method by chance (Accidental sampling) with the number of samples of 50 respondents. The type of data used is primary data and secondary data with data collection techniques by observation, interview, and recording. The analysis used is Fishbein Multi Attribute attitude analysis and to analyze satisfaction using Customers Satisfaction Index. The result of the research based on analysis of Fishbein Multiatribut known to consumer attribute value toward color attribute 16.80, weight (16.48), aroma (15.76), skin hygiene (14.57) and price (13.11). Based on Costumer Satification Index the level of customer satisfaction on broiler carcass is 77.11%. Result of research based on analysis of Fishbein Multi Attribute known consumer attitude toward carcass is “positive” which means consumers are well-receptive to broiler carcass in traditional markets with most attributes considered in the purchase decision of chicken carcasses in traditional markets of Samarinda City is the color of broiler carcasses. The order of attributes from the most considered to the least considered is color, carcass weight, aroma, skin hygiene and broiler carcass price. Based on Customer Satisfaction Index of consumer satisfaction level against broiler carcass is 77.11% who are satisfied category.

scholarly journals The Effect of Customer Satisfaction on Customers Loyalty at the Green Mart Supermarket in Namrole City

2021 ◽  
Author(s):  
M Chairul Basrun Umanailo
Keyword(s):  
Customer Satisfaction ◽  
Secondary Data ◽  
Sampling Technique ◽  
Primary Data ◽  
Literature Study ◽  
Long Time ◽  
Quality Of Products ◽  
The City ◽  
Positive Effect

This study aims to determine the effect of customer satisfaction on buyer loyalty at Green Mart in Namrolesupermarkets. This research is quantitative. This research took place in the city of Namrole with the object of research at the Green Mart Supermarket. Sources of data in this study are primary data and secondary data. The data collection techniques in this research were survey and literature study. Sampling was done by non-probability sampling with a purposive sampling technique. The data analysis in this study used regression analysis. This analysis is used to examine the effect of customer satisfaction on loyalty. The results showed that customer satisfaction has a positive effect on loyalty. This implies that, if customer satisfaction increases, loyalty also tends to increase, if a customer is satisfied with the value provided by the products sold and the services received from Supermarkets, Green Mart is very likely to become loyal customers to Supermarkets. Green Mart for a long time. However, if customer satisfaction decreases, loyalty tends to decrease. Increased customer satisfaction is influenced by several factors, including the product and quality of products sold by various stores and according to the market tastes of shop consumers, friendliness, speed of service, and ease of transactions.

scholarly journals PENGARUH KUALITAS PRODUK DAN PELAYANAN TERHADAP LOYALITAS KONSUMEN MUSLIM DENGAN KEPUASAN SEBAGAI VARIABEL INTERVENING

2021 ◽  
Vol 1 (2) ◽  
Author(s):  
Tri Anagh Firli ◽  
Drajat Stiawan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Product Quality ◽  
Consumer Satisfaction ◽  
Field Research ◽  
Primary Data ◽  
Research Approach ◽  
Quality Service ◽  
Business World

In the business world, quality is certainly something very important. Quality or product quality is a determinant of consumer satisfaction, after buying or using a product. In addition to product quality, one thing that should not be missed is service quality. Service quality is a measure of how good the level of service that a company can provide to its customers. Even Islamic teachings have taught about providing services from businesses that must be carried out properly, both in the products and services provided. Both have an important role in customer satisfaction and loyalty. This type of research is field research with a research approach that is quantitative research. Where the variables used in this study are product quality, service quality, customer satisfaction and customer loyalty. The population in this study were Muslim consumers of Le'gita Coffee & Bristo Pemalang. Sampling using the Lemeshow formula with a total sample of 100 respondents. Sources of data in this study are primary data and secondary data. The data collection method used is a questionnaire, and the analysis method is path analysis where the variable of consumer satisfaction is the intervening variable. Based on the results of the study, two path test equations were obtained. The result of testing the two equations is that there is an influence between the two independent variables, namely product quality and consumer quality on consumer loyalty either directly or indirectly through customer satisfaction.Dalam dunia bisnis menyoal kualitas tentunya sesuatu yang sangat penting. Mutu ataukualitas produk adalah penentu kepuasan konsumen, setelah memberli ataupun memakai sebuah produk.Selain kualitas produk, salah satu hal yang tidak boleh dilewatkan adalah kualitas pelayanan. Kualitas pelayanan merupakan sebuah ukuran mengenai seberapa bagus tingkat pelayanan yang mampu diberikan oleh sebuah perusahaan pada konsumennya. Dalam ajaran Islampun sudah mengajarkan tentang memberikan layanan dari usaha harus dijalankan dengan baik, baik dalam produk ataupun jasa yang diberikan. Keduanya mempunyai peran penting dalam kepuasan dan loyalitas konsumen. Jenis penelitian ini adalah field research dengan pendekatan penelitian yaitu penelitian kuantitatif. Dimana variabel yang digunakan pada penelitian ini adalah kualitas produk, kualitas pelayanan, kepuasan konsumen dan loyalitas konsumen. Populasi pada penelitian ini adalah konsumen muslim Le’gita Coffee & Bristo Pemalang. Pengambilan sampel dengan menggunakan rumus lemeshow dengan jumlah sampel sebanyak 100 responden. Sumber data pada penelitian ini adalah data primer dan data sekunder. Metode pengumpulan data yang digunakan adalah kuesioner, dan metode analisis yaitu uji jalur (path analysis) dimana variabel kepuasan konsumen sebagai variabel intervening. Berdasarkan hasil penelitian diperoleh dua persamaan uji jalur. Hasil dari pengujian kedua persamaan yaitu terdapat adanya pengaruh pada antara kedua variable bebas yaitu kualitas produk dan kualitas konsumen terhadap loyalitas konsumen baik secara langsung ataupun secara tidak langsung melalui kepuasan konsumen.

scholarly journals Effect of Product Quality and Paint Prices on Consumer Satisfaction of Adeng Jaya TB, Tanjungsiang Subang District

2019 ◽  
Vol 3 (2) ◽  
pp. 167-178
Author(s):  
Roro Rodiah Rodiah ◽  
Jalaludin Jalaludin ◽  
Ahmad Damiri
Keyword(s):  
Customer Satisfaction ◽  
Product Quality ◽  
Consumer Satisfaction ◽  
Research Method ◽  
Secondary Data ◽  
Survey Method ◽  
A Value ◽  
Correlation Interval

Based on Observations in Tanjungsiang District There are several building shops that sell paint, but the majority of people buy paint at TB Adeng Jaya because there are several kinds of paint products that are sold from paint kilos, cans, to buckets. Making it easier for consumers to buy paint in accordance with what is desired. This study aims to discuss and analyze. Effect of product quality on customer satisfaction, The effect of paint prices on customer satisfaction, as well as the influence of product quality and paint prices on customer satisfaction. The effect of paint prices on customer satisfaction, as well as the influence of product quality and paint prices on customer satisfaction. The research method used is the survey method which is sourced from primary and secondary data about the quality of product X1 and the price of paint X2 on customer satisfaction Y. seen from the purpose of this study included in the research explanatory research, because it involves 3 variables that are interconnected with each other. Based on the results of testing using SPSS 26.0 software, this study can be concluded as follows,, the effect of (X1) on (Y) has a value of Tcount 9,055> Ttable 1,988 with a significance value of 0,000 <0.05 and R square value of 0.494, this shows the quality of paint products (X1) significantly influence customer satisfaction (Y) 49.4% while the remaining 50.6% is determined by other variables, the influence of (X2) on (Y) has a T-value of 2.081> Ttable 1.988 with a significance value of 0.000 <0.05, and an R Square value of 0.049, this shows that the price of paint (X2) has a significant effect on customer satisfaction (Y) of 4.9% while the remaining 95.1% is determined by other variables,and the influence of (X1) and (X2) on (Y) has a value of F count 0.330 < Ftable 3.11 with a significance value of 0.720> 0.05, and the R square value of 0.089 does not lie in the correlation interval, this shows the quality of the product (X1) and the price of paint (X2) has no effect on customer satisfaction (Y).  

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