scholarly journals Analisis Pengaruh Kualitas Pelayanan Terhadap Kepuasan Konsumen Di Rumah Makan Wong Solo Cabang Lampriet Banda Aceh

2021 ◽  
Vol 2 (1) ◽  
pp. 54-65
Author(s):  
Yulindawati Yulindawati ◽  
Marwiyati Marwiyati ◽  
Rudi Ramadhan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Significant Influence ◽  
The Other ◽  
Service Reliability ◽  
Improve Performance ◽  
Physical Evidence ◽  
Quality Aspects ◽  
Simultaneous Influence ◽  
Banda Aceh

The results of the study found that there was a simultaneous influence on aspects of service reliability, responsiveness, assurance, empathy, and physical evidence  on customer satisfaction. Partially, only the responsiveness aspect has an insignificant effect, the other four aspects have a significant influence. The influence of service quality aspects on customer satisfaction is 42.6% and the rest is 57.4%, influenced by other factors outside the variables of this study. Seeing the aspect of responsiveness that is not significant, it is recommended that management improve performance on the aspect of responsiveness to be more alert and fast in providing services to customers.

scholarly journals PENGUKURAN KUALITAS PELAYANAN (Servqual – Parasuraman) DALAM MEMBENTUK KEPUASAN PELANGGAN SEHINGGA TERCIPTA LOYALITAS PELANGGAN

2019 ◽  
Vol 4 (1) ◽  
pp. 45-64
Author(s):  
Sinollah Sinollah ◽  
Masruroh Masruroh
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Employee Performance ◽  
Survey Method ◽  
Static Test ◽  
Physical Evidence ◽  
The Difference

ABSTRACTThis study aims to analyze customer satisfaction at Mayang Collection, test and explain the effect of servqual dimension service quality (physical evidence, reliability, responsiveness, confidence, and empathy) on customer satisfaction at Mayang Collection, and test and explain the effect of customer satisfaction on customer loyalty on Mayang Collection.The population in this study were customers of the Mayang Collection Kepanjen store who had a member card and made a repeat purchase. Population research or population study so that the number of samples in this study is a number of population, amounting to 93 respondents. The method used in this research is explanatory survey method, which is a method used to explain causal relationships between variables through hypothesis testing (Nazir, 2005).Based on the results of the static test all the indicators in this study are valid, and the variables are reliable. The results of the servqual analysis show that the difference or gap between customer expectations and employee performance has a total average which is at the moderate classification level (Parasuraman table, 1990) or service quality in Mayang Collection stores is quite good. This means that customer satisfaction in terms of quality of service provided at Mayang Collection is quite good. The path analysis test results (path analysis) show that there is no significant influence between servqual dimension service quality (physical evidence, reliability, responsiveness, confidence, and empathy) to customer satisfaction. This proves that service quality has a long-lasting influence in shaping customer satisfaction. And customer satisfaction has a significant influence on customer loyalty. Mayang Collection stores are advised to pay more attention to and improve other factors besides service quality in increasing customer satisfaction, because with increasing customer satisfaction, customer loyalty will be formed easily.Keywords: tangible, reliability, responsiveness, assurance, empathy, customer satisfaction, and customer loyalty

scholarly journals THE EFFECT OF SERVICE QUALITY ON CONSUMER SATISFACTION OF PALM SUGAR IN WEST JAVA

2020 ◽  
Vol 7 (12) ◽  
pp. 231-238
Author(s):  
Nurjaya
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Sampling Technique ◽  
T Test ◽  
Sample Population ◽  
Service Reliability ◽  
West Java ◽  
Physical Evidence ◽  
Palm Sugar

This study aims to explain and determine the effect of service quality on consumer satisfaction together or partially on customer satisfaction Palm Sugar in West Java. The independent variables used in this study are Physical Evidence, Reliability, Responsiveness, Assurance, and Empathy and the dependent variable in this study is consumer satisfaction. This research was conducted in West Java. The sample population used is palm sugar consumers. The sampling technique uses purposive sampling. The sample used in this study amounted to 100 respondents. Based on the results of the F Test in this study showed sig. F 0,000 <0.05 which means that Service Quality consisting of physical evidence, reliability, responsiveness, assurance and empathy together have a significant effect on customer satisfaction. Based on the results of the t test, it can be seen that the variables of physical service, reliability, responsiveness and empathy partially have a significant effect on customer satisfaction. T test results also indicate that the Responsiveness variable (X3) has the strongest influence compared to other variables, the Responsibility variable (X3) has a dominant influence on consumer satisfaction.

scholarly journals PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN KONSUMEN MEMBELI TIKET PADA AGEN JASA MASKAPAI PENERBANGAN PT. GARUDA AIRLINES DI KOTA PALU

2020 ◽  
Vol 2 (3) ◽  
pp. 207-218
Author(s):  
Henny Puspitasari ◽  
Rosida P Adam ◽  
Syamsul Bachri Daeng Parani
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Significant Influence ◽  
Sampling Method ◽  
Sampling Technique ◽  
Purposive Sampling ◽  
Physical Evidence

This study aims to examine the simultaneous and partial influence of tangibles (X1), reliability (X2), responsiveness (X3), assurance (X4), and empathy (X5) on customer satisfaction (Y) in Garuda Airlines agent in Palu City. The type of research is descriptive-causal. Sampling technique is purposive sampling method. The results show that the dimensions of service quality consisting of physical evidence, empathy, reliability, responsiveness, and assurance simultaneously have a significant influence on customer satisfaction of buying tickets at Garuda Airline service agents. Partially, all the dimension of service quality have significant influence on the customer satisfaction of buying tickets at The Garuda airline service agent in Palu City. Penelitian ini bertujuan untuk mengetahui pengaruh secara serempak dan parsial dari tangibles (X1), reliability (X2), responsiveness (X3), assurance (X4), empathy (X5) terhadap kepuasan konsumen (Y) yang melakukan pembelian tiket pada agen jasa maskapai PT.Garuda Airlines di Kota Palu. Jenis penelitian ini yaitu jenis penelitian deskriptif kausal. Teknik penarikan sampel menggunakan metode purposive sampling Hasil penelitian menunjukkan bahwa dimensi kualitas layanan yang terdiri dari Bukti Fisik, Empati, Kehandalan, Daya Tanggap, dan Jaminan secara serempak berpengaruh signifikan terhadap kepuasan konsumen membeli tiket pada agen  jasa maskapai penerbangan PT. Garuda Airlines. Dimensi Bukti Fisik berpengaruh signifikan terhadap kepuasan konsumen membeli tiket pada agen jasa maskapai penerbangan PT. Garuda Airlines. Dimensi Empati berpengaruh signifikan terhadap kepuasan konsumen membeli tiket pada agen jasa maskapai penerbangan PT. Garuda Airlines. Dimensi Kehandalan berpengaruh signifikan terhadap kepuasan konsumen membeli tiket pada agen jasa maskapai penerbangan PT. Garuda Airlines. Dimensi Daya Tanggap berpengaruh signifikan terhadap kepuasan konsumen membeli tiket pada agen jasa maskapai penerbangan PT. Garuda Airlines. Dimensi Jaminan berpengaruh signifikan terhadap kepuasan konsumen membeli tiket pada agen jasa maskapai penerbangan PT. Garuda Airlines.

scholarly journals The Influence of Service Quality Towards Syariah Bank Customer Satisfaction in The New Normal Era

2021 ◽  
Vol 2 (1) ◽  
pp. 44
Author(s):  
Handaru Indrian S Adi ◽  
Hendra Suwardana
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Significant Influence ◽  
Statistical Tests ◽  
New Normal ◽  
Physical Evidence ◽  
A Value

This study aims to measure and determine whether customer satisfaction at BRI Syariah Unit Tuban has a significant effect on service quality variables (reliability, physical evidence, confidence, empathy, and responsiveness)  in the new normal Covid 19 pandemic era,  and to measure and determine the effect of satisfaction. customers at BRI Syariah Unit Tuban simultaneously to the variables of reliability, physical evidence, confidence, empathy, and responsiveness in the new normal covid pandemic era 19.Based  on  the  results  of  statistical  tests  it  is  known  that  the  variable  reliability,  physical  evidence variable, belief variable, empathy variable, and responsiveness variable have a partial and significant influence on customer satisfaction in BRI Syariah unit Tuban in the new normal pandemic covid era 19. Variablesreliability, physical  evidence, confidence, empathy, and responsiveness simultaneously have an  influence  on  customer  satisfaction  with  a  value  of  Fcount  210,268>  Ftable  2,333,  it  can  be concluded that reliability, physical evidence, confidence, empathy, and responsiveness simultaneously have an influence on customer satisfaction. Syriah Tuban unit in the new normal Covid pandemic era 19.

scholarly journals ANALISIS PENGARUH KUALITAS LAYANAN WEBSITE TERHADAP LOYALITAS PELANGGAN E-COMMERCE BUKALAPAK

2020 ◽  
Vol 13 (2) ◽  
pp. 158-168
Author(s):  
Dendy Kurniawan ◽  
Neilin Nikhlis
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Sampling Method ◽  
Corporate Image ◽  
Quality Factors ◽  
Website Quality ◽  
Physical Evidence ◽  
Mediating Factor

E-commerce competition in Indonesia makes e-commerce companies compete to develop strategies to win the competition. Customer loyalty is an important factor to lead in the competition. This research focuses on how much influence website service quality has on customer loyalty. This research is also to find out which website quality factors have the most influence on customer loyalty with customer satisfaction as a mediating factor. The factors that influence e-commerce customer loyalty are analyzed using concepts including the dimensions of service quality consisting of (physical evidence, reliability, responsiveness, assurance, empathy) and Corporate Image as the variable that influences and Customer Satisfaction as the variable that is affected. The sample in this study were 96 respondents. With the sampling method using the purposive sampling method. The results obtained that there is a positive and significant influence between the dimensions of service quality and company image on customer satisfaction.  Keywords: E-commerce website, Service Interaction Quality, Customer Satisfaction

scholarly journals ANALYSIS OF THE INFLUENCE OF SERVICE QUALITY ON CUSTOMER SATISFACTION

2021 ◽  
Vol 10 (1) ◽  
pp. 62
Author(s):  
Rudi Triadi Yuliarto
Keyword(s):  
Regression Analysis ◽  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Significant Influence ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Statistical Software ◽  
Physical Evidence ◽  
Software Service

The purpose of this study was to determine the effect of service quality on customer satisfaction at the Pontianak Class II Port Authority and Harbormaster Office. The population used in this study were 81 people (census). This study uses multiple linear regression analysis, with SPSS statistical software. Service quality variables, with the dimensions of physical evidence (tangibles),  and assurance, each have a positive and significant effect on customer satisfaction, then the reliability, responsiveness and empathy variables each show no significant influence on customer satisfaction. This research found that the guarantee variable has the greatest influence on customer satisfaction. Keywords: physical evidence (tangibles), reliability, responsiveness, assurance, and empathy, customer satisfaction.

scholarly journals THE EFFECT OF SERVICE QUALITY ON CUSTOMER SATISFACTION IN GENIO MANADO HOTELS

2020 ◽  
Vol 1 (1) ◽  
pp. 43
Author(s):  
Hartini Pop Koapaha
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Significant Influence ◽  
Test Validity ◽  
Likert Scale ◽  
Positive Influence ◽  
The Other ◽  
Reliability Test ◽  
Validity Test ◽  
Individual Variable

The purpose of this research is to explain the variables which influence customers satisfaction at Genio Hotel Manado.  The service quality like tangible, reliability, responsiveness, assurance and empathy influence the customers satisfaction.  The data were taken from the guests who stay in Genio Hotel for March – May 2018.  There were 120 respondences were taken and the data were analyzed by utilizing SPSS 16 to be analyzed by using Reliability Test, Validity Test, Multicollinearity Test and Heteroskedasticity Test, Analisis corelation, Coefficient determinant, Significant and Hypothesis in Likert Scale rating.  The result of this research showed that there was significant influence of tangible, reliability, responsiveness, assurance and empathy of customers satisfaction.  And for individual variable, tangible was the strongest variable influenced the customers satisfaction, and the second was responsiveness, reliability, and assurance but variable empathy was no significant influence to the customers satisfaction.  The result showed that 78,6% was positive influence of the customers satisfaction and the rest 21,4% was from the other variable that were not in the area of this research. Tujuan dari penelitian ini adalah untuk menjelaskan variabel-variabel yang mempengaruhi kepuasan pelanggan di Genio Hotel Manado. Kualitas layanan seperti buki fisik, keandalan, daya tanggap, jaminan dan empati mempengaruhi kepuasan pelanggan. Data diambil dari para tamu yang menginap di Genio Hotel untuk bulan Maret - Mei 2018. Ada 120 responden yang diambil dan data dianalisis dengan menggunakan SPSS 16 untuk dianalisis dengan menggunakan Uji Reliabilitas, Uji Validitas, Uji Multikolinieritas, dan Uji Heteroskedastisitas, Analisis korelasi, Penentu Koefisien, Signifikan dan Hipotesis dalam penilaian Skala Likert. Hasil penelitian ini menunjukkan bahwa ada pengaruh yang signifikan antara bukti fisik, keandalan, daya tanggap, jaminan dan empati terhadap kepuasan pelanggan. Dan untuk variabel individu, bukti fisik adalah variabel terkuat yang mempengaruhi kepuasan pelanggan, dan yang kedua adalah daya tanggap, keandalan, dan jaminan tetapi variabel empati tidak berpengaruh signifikan terhadap kepuasan pelanggan. Hasil penelitian menunjukkan bahwa 78,6% adalah pengaruh positif dari kepuasan pelanggan dan sisanya 21,4% dari variabel lain yang tidak termasuk dalam wilayah penelitian ini.

Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah dan Loyalitas Nasabah Tabungan Britama Pada PT. Bank Rakyat Indonesia (Persero) Tbk Cabang Samarinda

2020 ◽  
Vol 8 (3) ◽  
pp. 199
Author(s):  
Poppy Alvianolita Sanistasya
Keyword(s):  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Data Collection Methods ◽  
Savings Accounts ◽  
Collection Methods

This study aims to determine: (1) the effect of service quality on customer loyalty; (2) the effect of service quality on customer loyalty; (3) the effect of satisfaction on customer loyalty. The type of research (explanatory effect). Samples of 110 respondents of savings accounts in BRI branch Samarinda. This study uses survey methode and data collection methods using questionnaires. Analysis of data used path analysis. Results of the path analysis can be seen that: (1) service quality variable have a significant effect on customer satisfaction variable; (2) service quality variable have a significant influence on customer loyalty variable; (3) customer satisfaction variable do not have a significant effect on customer loyalty variable.

Pengaruh Kualitas Pelayanan, Harga, dan Promosi Terhadap Kepuasan Pelanggan pada PT. Benua Trans Maju Bersama Cabang Medan

2021 ◽  
pp. 88-93
Author(s):  
Nurmaidah Ginting ◽  
Mila sari Br Ginting ◽  
, Ine Selvia Br Tarigan
Keyword(s):  
Regression Analysis ◽  
Data Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Significant Influence ◽  
Quantitative Research ◽  
Analysis Model ◽  
Validity And Reliability ◽  
Normality Test ◽  
Sample Test

in this study is to find out how the influence of service quality, price and promotion on customer satisfaction with the aim of testing and analyzing the effect of service quality, price and promotion on customer satisfaction at PT. Benua Trans Maju Bersama Cabang Medan. The research was started in October 2020 – May 2021. In this study, the researcher used quantitative research techniques with the type of research being descriptive quantitative and the nature of the research was descriptive explanatory research. The population in this study were all customers has 223 customers. where validity and reliability were first tested in order to determine whether a questionnaire was valid or not, and researchers did it to 30 customers and the rest were 143 customers as a sample test. Then it is processed using the classical assumption test which includes: normality test, multicollinearity test, and heteroscedasticity test. The data analysis model in this study uses multiple regression analysis. The conclusion from the results of this study is that there is a service quality partially positive and significant effect on customer satisfaction. The price partially positive and significant effect on customer satisfaction. Promotion positive and significant effect on customer satisfaction Simultaneously the variables of service quality (X1), price (X2) and promotion (X3), there is a positive and significant influence on customer satisfaction (Y).

scholarly journals Research on the Influence of E-commerce service quality of fresh Agricultural products on customer satisfaction

2020 ◽  
Vol 189 ◽  
pp. 01022
Author(s):  
Xu xin ◽  
Chen jiaying
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Significant Influence ◽  
Online Reviews ◽  
Service Level ◽  
Competitive Advantages ◽  
Web Crawler ◽  
Evaluation Indexes ◽  
Healthy Development

Analyzing the influence of service quality on customer satisfaction can help fresh e-commerce enterprises to better understand their own service level, formulate better service strategies and improve their competitive advantages, so as to promote the sustainable and healthy development of fresh e-commerce industry. In this paper, first of all, with the aid of web crawler, acquisition of jingdong mall fresh category contains fruit, vegetables, meat and seafood aquaculture 4 products on the number of online comments and evaluation star, and word frequency statistics and extract the data collected from online reviews of consumers to pay attention to the quality of service measures, after using qualitative analysis software - NVivo coding and grade, finally, the variable of descriptive statistics, correlation analysis and regression analysis. The results show that the tangibility, reliability, empathy and responsiveness of service quality have significant influence on customer satisfaction, and other evaluation indexes of guarantee quality have significant influence on customer satisfaction except delivery.

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