scholarly journals ANALISIS DESKRIPTIF PADA DIMENSI KUALITAS LAYANAN MOBILE BANKING (M-BANKING) TERHADAP KEPUASAN NASABAH PERBANKAN SYARIAH

2020 ◽  
Vol 7 (6) ◽  
pp. 1118
Author(s):  
Charissa Kezia Rahmawati ◽  
Bayu Arie Fianto
Keyword(s):  
Customer Satisfaction ◽  
Survey Data ◽  
Sampling Method ◽  
Initial Study ◽  
Descriptive Statistics ◽  
Reliability Test ◽  
Mobile Banking ◽  
Quality Service ◽  
Validity And Reliability

This research presents an initial study of customer satisfaction as measured by five mobile banking (m-banking) quality services dimensions using descriptive statistics and mean score. The survey data were obtained from 100 respondents of mobile banking (m-baking) users by using a purposive sampling method. The data is processed using validity and reliability test to check the quality of the data. The results shown in this research are explanatory or extracting information on which factors the customer shows high and low satisfaction.Keywords: Customer Satisfaction, Descriptive Statistic, Mobile Banking, Quality Service Dimension

scholarly journals TINGKAT KEPUASAAN WISATAWAN MANCANEGARA TERHADAP KUALITAS PELAYANAN REKREASI AIR PT PANDAWA MARINE ADVENTURS DI TANJUNG BENOA

2018 ◽  
pp. 77
Author(s):  
Ida Bagus Udayana Pidada
Keyword(s):  
Customer Satisfaction ◽  
Sampling Method ◽  
Quality Service ◽  
Marine Tourism ◽  
Average Value ◽  
Sport Activities ◽  
Water Sport ◽  
Water Recreation ◽  
A Company

PT Pandawa Marine Adventures is a company that is operated in the sector of marine tourism as a place for water recreation which is very popular among the travellers for playing water sport activities in the area of Tanjung Benoa. This study aims to analyse customer satisfaction related to the service quality of PT Pandawa Marine Adventures. The research used 100 respondents selected as the samples by using accidental sampling method. The collected data were then analyzed by descriptive qualitative method.The result of this study show that the tourists satisfaction related to the quality service of PT Pandawa Marine Adventures were measured into five satisfaction dimensions (tangible, reliability, responsiveness, assurance, empathy) by using 20 variables. The tangible dimension with four variables obtaining average value as amount 4,18 with satisfied category. Reliability with three variables obtaining average value as amount 4,06 with satisfied category. Responsiveness has six variables obtaining average value as amount 4,09 with satisfied category. Assurance has four variables and obtaining average value 4,07 with satisfied category. Empathy has three variables and obtaining average value 4,27 with very satisfied category.

scholarly journals Service Quality, Perceived Value and Customer Satisfaction as Determinant of Airline Choice in Nigeria

2014 ◽  
Vol 20 ◽  
pp. 66-80 ◽  
Author(s):  
Mukarramah Modupe Adeola ◽  
Sulaimon Olanrewaju Adebiyi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Perceived Value ◽  
Descriptive Statistics ◽  
Air Transport ◽  
Primary Data ◽  
Survey Method ◽  
Quality Service ◽  
Sudden Rise

The success of airlines depends majorly on the ability to identify customers‟ wants and needs, and factor it in the quality service that would meet customers‟ satisfaction. Thus, there is need for continuous research so as to assist all the players survive in the changing business environment.This paper examines service quality, perceived value and customer satisfaction as the determinant of choice of airline by air travellers in Nigeria. Survey method was employed using primary data obtained through the use of questionnaires. 220 questionnaires were administered by the researcher through purposive sampling to air travellers at MM2 in Lagos which 200 were returned and properly filled. The questionnaires were analysed using descriptive statistics, correlation and regression with the support of SPSS 17. The study revealed that the income/social status, poor states of roads as well as the insecurity accounts for the sudden rise in air transport travellers and that service quality, perceive value influences their satisfaction level on the choice of airline. Therefore, airline companies in Nigeria should increase the quality of service since many users of the air transport requires it and make sure passengers fare paid should commensurate the service delivered so as to enhance travellers patronage.

scholarly journals PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAAN PELANGGAN PADA KARAOKE INUL VIZTA TANJUNG

2018 ◽  
Vol 4 (3) ◽  
Author(s):  
Imansyah Imansyah ◽  
Haris Irawan
Keyword(s):  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Sampling Method ◽  
Descriptive Analysis ◽  
Linear Regression Analysis ◽  
T Test ◽  
Reliability Test ◽  
Validity And Reliability ◽  
Analysis Technique

Abstract: The purposes of this research is to find the influence of service quality which including: tangible, reliability, responsiveness, assurance, and empathy at karaoke Inul Vizta Tanjung  on customer satisfaction. This research uses descriptive analysis, simple Linear Regression analysis, validity and reliability test and t test. Populations in this study are 138 persons.  The sample in this resech area 100 persons o f karaoke Inul Vizta Tanjung customers with a   accidental sampling method and slovin formula to analyze the simple data. Data collected using a questionnaire technique with likert’s scale, interview and documentation.The data analysis technique and research are using a validity and reliability test, classical assumption test, t test and linear regression. The result of this research shows positive and significant influence on service quality to customer satisfaction at karaoke Inul Vizta Tanjung. Keywords: tangible, reliability, responsiveness, assurance, empathy, customer satisfaction Abstrak: Tujuan dari penelitian ini adalah untuk menemukan pengaruh kualitas pelayanan yang terdiri dari bukti fisik, kehandalan, kesigapan, jaminan dan impati yang diberikan oleh  Karaoke Inul Vizta Tanjung   terhadap kepuasaan pelanggan. Populasi dari penelitian ini adalah tamu-tamu dari Karaoke Inul Vizta Tanjung   sejumlah sekitar  138 orang. Sampel pada penelitian ini adalah 100 orang yang diambil dengan metode accidental sampling dan formula slovin untuk menganalisis data sederhana. Data dikumpulkan dengan melalui kuisioner, wawancara menggunakan  sekala likert dan dukumentasi. Tehnik analisis data menggunakan uji validitas dan realibilitas, uji asumsi klasik, uji t dan regresi linear. Hasil dari penelitian ini adalah bahwa terdapat pengaruh positif dansignifikan dari kualitas pelayanan terhadap kepuasaan pelanggan pada Karaoke Inul Vizta Tanjung. Kata kunci : bukti fisik, kehandalan, kesigapan, jaminan,empati, kepuasan pelanggan

scholarly journals PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN, Studi kasus pada perusahaan JNE Cabang Padang

2019 ◽  
Author(s):  
Mohd. Farid Tiza ◽  
Febsri Susanti
Keyword(s):  
Customer Satisfaction ◽  
Sampling Method ◽  
Descriptive Analysis ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Reliability Test ◽  
Validity And Reliability ◽  
Normality Test ◽  
Analysis Technique ◽  
Questionnaire Method

The objective of the research to analyze the influence of each tangible varible (X1) empathy (X2), reliability (X3), responsiveness (X4) dan assurance (X5) to customer satisfaction (Y) in JNE Branch Company of Ulak Karang of Padang. Data collection of research through questionnaire method to 80 customers JNE Branch Ulak Karang Padang with purposive sampling method to know the responses of respondents to each - each variable. Quantitative analysis includes the validity and reliability test , descriptive analysis , classic assumption test including normality test , test heterocedasticity , multicollinearity test , hypothesis testing via the T test. Data analysis technique used is multiple linear regression analysis . Based on this research, obtained regression equation Y = 6.703+ 0.751X1 + 0.342X2 + 0.551X3 + 1.037X4 + 0.916X5 + e, that tangible (X1), empathy (X2), reliability (X3), responsiveness (X4) dan assurance (X5) of significant positive customer satisfaction (Y) in JNE Branch Company of Ulak Karang of Padang.

scholarly journals PENGARUH KUALITAS PELAYANAN, HARGA DAN KEPUASAN TERHADAP LOYALITAS PASIEN (Studi Kasus Pada Pasien Rawat Jalan Rumah Sakit Premier Bintaro)

2017 ◽  
Vol 13 (1) ◽  
pp. 1-9
Author(s):  
Nurmin Arianto
Keyword(s):  
Quality Of Service ◽  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Reliability Test ◽  
Quality Service ◽  
Service Oriented ◽  
Customer Satisfaction And Loyalty

The needs of service quality hospital intensified as the improvement of the economy and the degree of community health by the Hospital Premier Bintaro must be able to provide quality service oriented to the achievement of customer satisfaction of patients who will eventually cause patients who are loyal. This research aims to find out the influence of the service quality, price and customer satisfaction and loyalty patients. Samples in detail is 100 patients outpatients. Analysis of the data used a validity test and reliability test, classical assumptions, double linear regression, determination coefficient and testing the hypothesis. The research results obtained that the service quality, price and customer satisfaction have impact on customer loyalty good patients partially or simultanously. And to improve the quality of service then increased more focused in terms of reliability and assurance, to increase the value of the offered prices and review more focused at affordable prices and the suitability of the price with the benefits and facilities and improve customer satisfaction patients more focused to the comfort and security of patients so that patients really feel satisfied and loyal to the hospital.Kebutuhan akan layanan rumah sakit bermutu semakin meningkat seiring membaiknya perekonomian dan derajat kesehatan masyarakat oleh maka dari itu Rumah Sakit Premier Bintaro harus dapat memberikan pelayanan yang berkualitas berorientasi pada tercapainya kepuasan pasien yang akhirnya akan menyebabkan pasien yang loyal. Penelitian ini bertujuan untuk mengetahui pengaruh kualitas pelayanan, harga dan kepuasan terhadap loyalitas pasien.Sampel yang di teliti adalah 100 pasien rawat jalan. Analisis data yang digunakan uji validitas dan reliabilitas, uji asumsi klasik,regresi linear berganda, koefisien determinasi dan pengujian hipotesis. Hasil penelitian diperoleh bahwa kualitas pelayanan, harga dan kepuasan memiliki pengaruh terhadap loyalitas pasien baik secara parsial maupun simultan. Dan untuk meningkatkan kualitas pelayanan maka peningkatan lebih difokuskan dalam hal reliability dan assurance, untuk meningkatkan nilai harga yang ditawarkan maka pengkajian ulang lebih difokuskan keterjangkauan harga serta kesesuaian harga dengan manfaat dan fasilitas dan  meningkatan kepuasan pasienlebih difokuskan kepada kenyamanan dan keamanan terhadap pasienagar pasien benar-benar merasa puas danloyal terhadap rumah sakit.  

scholarly journals PENGARUH PROSES DAN BUKTI FISIK TERHADAP KEPUASAN KONSUMEN DI HOTEL SANTIKA BANDUNG

2018 ◽  
Vol 8 (2) ◽  
Author(s):  
Muhammad Iffan ◽  
Raeni Dwi Santy ◽  
Rengga Radiaswara
Keyword(s):  
Regression Analysis ◽  
Quantitative Analysis ◽  
Customer Satisfaction ◽  
Random Sampling ◽  
Sampling Method ◽  
Reliability Test ◽  
Validity And Reliability ◽  
Physical Evidence ◽  
The Impact

This research aimed at determining the impact of process and physical evidence on customer satisfaction. Methods used in this research was quantitative analysis using multiple regression analysis with validity and reliability test. Sampling method used in this research is random sampling through the distribution of a series of questionnaires to 93 customers at Santika Hotel as a case study. This research investigated process and physical evidence that affected customer satisfaction. The result showed that both variables have significant effect on customer satisfaction either partially or simultaneously.Keyword: Process, Physical Evidence, Customer Satisfaction

Analisis Kepuasan Nasabah Terhadap Pelayanan Jasa Perbankan Secara On Line Melalui Ponsel (Mobile Banking M-BCA) pada PT. BCA Tbk. KCP Cibubur

2019 ◽  
Vol 5 (1) ◽  
pp. 19
Author(s):  
Yustiana Wardhani ◽  
Vevi Firmayanti
Keyword(s):  
Customer Satisfaction ◽  
Credit Card ◽  
Mobile Banking ◽  
Quality Service ◽  
Product Features ◽  
The Face ◽  
On Line ◽  
Financial Transactions ◽  
Cartesian Diagram

   Increasing number of banks in Indonesia and the increased facilities owned by each bank, making the level of competition among banks is also increasingly fierce. Any banks compete to provida services and the best service for the community. Strategis in the travel by the banks, among others, improve the quality of the product or service and convenience in transaction facilities. Bank Central Asia (BCA) as one of the banks in Indonesia, of course must be responsive in the face of such competition. In this case trying to get products and services are more specific in order to provide maximum satisfaction to its customers and also attract a wider consumer, so that excel in competition, because customer satisfaction is not only derived from the product features alone but must be a combination of features and quality service provided.    Based on the analysis of IPA which is a mapping of each attribute of service into the cartesian diagram Attributes that are in quadrant I or high priority are (1) Speed of service m-BCA m-payment transactions (credit card payments, electricity, telephone, etc.), (2) Speed of service m-BCA conduct m-commerce transactions (purchase refill pulse), (3) Speed of service m-BCA in providing information, (4) Ease of service m-BCA m-payment transactions (credit card payments, electricity, telephone, etc.), and (5) Ease of service m-BCA m-commerce transactions (purchase refill pulse).    Attributes that are quadrant II or maintain performance are (1) Speed of service m-BCA in conducting transactions m-info (&mutations account balance), (2) Speed of service m-BCA in the m-transfer transactions (inter BCA & inter-Bank), (3) Ease of service m-BCA in conducting transactions m-info (& mutations account balance), (4) Ease of service m-m-BCA transfer transactions (inter BCA & inter-bak), (5) Security uses m-BCA in financial transactions, and (6) Security using m-BCA in non-financial. transactions.    Attributes that are in quadrant III or low priority are (1) The ability of providing the promised services, and (2) m-BCA service instructions, and attributes that are at or excessive quadrant IV are (1) Display service menu m-BCA easily understood, (2) tidiness on screen service menu m-BCA, (3) Speed of service m-BCA in conducting transactions m-admin (activation of m-BCA, change PIN), and (4) Ease of service m-BCA in conducting transactions m-admin (activation 0f m-BCA, change PIN).

scholarly journals PENGARUH HARGA, KUALITAS LAYANAN DAN PROGRAM PROMOSI TERHADAP KEPUTUSAN PEMBELIAN BERKELANJUTAN

2021 ◽  
Vol 8 (1) ◽  
pp. 1-16
Author(s):  
Uswatun Chasanah ◽  
Muhammad Fauzan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Sampling Method ◽  
Pearson Correlation ◽  
Sampling Technique ◽  
Reliability Test ◽  
Purchase Decisions ◽  
Test Results

This study examined the effect of price, service quality and promotion on sustainablepurchasing decisions. The sample used was 60 respondents with the criteria ofrespondents who used Mamochi products in Yogyakarta. The data was collected usingnon probability sampling method with purposive sampling technique. The results of thevalidity test with the Pearson correlation criteria> 0.254 (r table), showed that all indicatorswere valid, as well as the reliability test with Cronbach's alpha> 0.6. The results of themediation test show that consumer satisfaction mediates the effect of price on repurchasedecisions, while the quality of service and promotion programs have an effect onrepurchase decisions not mediated by customer satisfaction. As for partial testing of pricevariables, service quality has an effect on satisfaction, while promotion has no effect.Likewise, the variables of price, promotion and customer satisfaction have an effect on repurchasedecisions, while service quality has no effect on re-purchase decisions. For thesimultaneous test results, price variables, service quality and promotion have an effect oncustomer satisfaction.

scholarly journals Effect Of Product Quality And Brand Equity On Buying Interest

2020 ◽  
Vol 1 (1) ◽  
pp. 75
Author(s):  
Luciana Mia Kurniawati
Keyword(s):  
Customer Satisfaction ◽  
Product Quality ◽  
Brand Equity ◽  
Random Sampling ◽  
Sampling Method ◽  
Quality Service ◽  
Quality Of Products ◽  
Positive Effect

<p>This research aims to review the influence of the quality of products and brand equity in a partial and simultaneous against the interest of consumers to buy products fashion zoya. Over the withdrawal of funds the sampling method of uses the method random sampling , by smeru within the of this research is there were thousands of visitors zoya boutique in the stall for as many as 154 respondents in the present study. The results of the study and reason 5 percent significance finds that: (1) product quality has a positive effect on buying interest, (2) brand equity has a positive effect on buying interest, and (3) product quality and brand equity together have a positive and significant effect on buying interest.</p><p><strong><em> </em></strong></p>Keyword : <em>Electronic Quality Service</em>,<em> Electronik Trust, Customer Satisfaction</em>

scholarly journals The effect of quality of the service upon customer satisfaction at royal safari garden resort and convention Cisarua Bogor

2019 ◽  
Vol 4 (2) ◽  
pp. 21
Author(s):  
Dwi Gemina ◽  
Rully Zulkiply
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Test Reliability ◽  
Reliability Test ◽  
Quality Service ◽  
Independent Variables ◽  
Physical Evidence ◽  
Regression Test ◽  
The Impact

This research aims to analyze the impact of quality of the service upon customer satisfaction at Royal Safari Garden Resort and Convention Cisarua Bogor. The questionniares have been distributed to 100 respondents. Type of the research is descriptive and verificative one. The questionnaire has applied validity test, reliability test and classics assumption. Likert scale has been used before applying multiple regression test to see the effect of five independent variables upon one dependent variable. The result has indicated that simultaneously and partially quality service (physical evidence, emphaty, reliability, responsiveness and guarantee) has positively and significantly affected the Customers satisfaction at Royal Safari Garden Resort and Convention Cisarua Bogor. Keywords : Service Quality, Customer Satisfaction, Royal Safari Garden Resord and Convention Cisarua Bogor.

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