scholarly journals Pengaruh kualitas pelayanan, harga, dan lokasi terhadap kepuasan pelanggan PT.Dwi Karya Sartika

2021 ◽  
Vol 16 (1) ◽  
pp. 81-96
Author(s):  
Fenny Krisna Marpaung ◽  
Irma N. Hutagalung ◽  
Maria Mariana Tinambunan ◽  
Nico Jeremi Siahaan ◽  
Lamhoras H. Siregar
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Linear Regression Analysis ◽  
Reliability And Validity ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
Free Variable ◽  
Coefficient Of Determination ◽  
Research Implementation ◽  
Independent Variable

The purpose of the implementation of this research is to prove and determine the magnitude of the influence of the independent variable of service quality, the independent variable of price, and the independent variable of location on the dependent variable of customer satisfaction at PT.Dwi Karya Sartika Medan. The sampling technique used was random sampling, thus the sample used was to carry out regression testing on 84 research respondents and 30 study respondents to carry out the reliability and validity test. Hypothesis testing is to use multiple linear regression analysis. The results of the research implementation of the independent variable of service quality, the independent variable of price, and the independent variable of location contributed partially to the dependent variable of customer satisfaction PT.Dwi Karya Sartika. The result of the test of the coefficient of determination is 0.758, which means that the resulting or predicted influence of the free variable of service quality (X1), price free variable (X2), and location independent variable (X3) on the dependent variable of customer satisfaction (Y) is 75.8%, while the remaining 24.2% is predicted or influenced by independent variables which are not included in the implementation of this research. Keywords: Service quality, Price, Location, Customer satisfaction.

Apakah Religiusitas sebagai Faktor Penarik Terhadap Kepuasan Nasabah (Studi Kasus BMT Idrisiyyah Tasikmalaya)

2020 ◽  
Vol 6 (1) ◽  
pp. 62-67
Author(s):  
Dede Aji Mardani ◽  
Riska Gunawati
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Research Method ◽  
Mutual Influence ◽  
Linear Regression Analysis ◽  
Field Research ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
T Test ◽  
Coefficient Of Determination

The purpose of this study is to know and analyze the implementation of services, perceptions of religiosity of institutions and customer satisfaction, as well as the influence of service quality and religiosity perceptions in BMT Idrisiyyah to customer satisfaction BMT Idrisiyyah Tasikmalaya.The research method used in this research is the field research method (field reaserch), while the data collection techniques are done through the spread of questionnaires and interviews. The sampling technique using slovin formula with the number of respondents 100 customers and the analysis tools used are classical assumption test, multiple linear regression analysis, coefficient of determination test, t-test and F test.Based on the results of research and F-test results (simultaneous) showed that service and perceptions of religiosity together affect the customer satisfaction. The result of t-test (partial) which have positive effect significantly to customer satisfaction from service quality is variable of reliability, responsiveness variable, assurance variable and empathy while for physical proof (tangible) has no effect to customer satisfaction. For the perception variable religiosity also does not affect customer satisfaction. For the mutual influence of service quality and religiosity perception have an effect on customer satisfaction in BMT Idrsiyyah with significance value 0,000 and F value equal to 6,750.

scholarly journals PENGARUH KUALITAS PELAYANAN DAN KUALITAS PRODUK TERHADAP KEPUASAN PELANGGAN PADA PT ANEKA TATA NIAGA

2020 ◽  
Vol 11 (01) ◽  
pp. 46-57
Author(s):  
Hermanto Hermanto ◽  
Nora Pitri Nainggolan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
Coefficient Of Determination ◽  
Validity And Reliability ◽  
Margin Of Error ◽  
Quality Product

The purpose of this study was to determine the effect of service quality and product quality on customer satisfaction at PT Aneka Tata Niaga using slovin sampling technique with a margin of error of 5% of 155 customers so as to produce 112 respondents who are customers at PT Aneka Tata Niaga. Data collection methods are questionnaires. Data quality test in this study uses the validity and reliability test, the classic assumption test and the influence test in this study using multiple linear regression analysis and coefficient of determination analysis (R2), while the hypothesis testing in this study uses (t test) and (F test ) by using SPSS version 23 software program. the results show that service quality has a partially significant effect on customer satisfaction and product quality has a partially significant effect on customer satisfaction, and service quality and product quality together have a significant simultaneous effect on customer satisfaction at PT Various Commerce. Keywords: Service Quality, Product Quality, Customer Satisfaction

scholarly journals PENGARUH KUALITAS PELAYANAN, HARGA, DAN CITRA MEREK TERHADAP KEPUASAN PELANGGAN PENGGUNA JASA TRANSPORTASI OJEK ONLINE DI LAMONGAN

2020 ◽  
Vol 12 (2) ◽  
pp. 123-135
Author(s):  
Nawari Nawari ◽  
Sigit Marianto
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Quantitative Research ◽  
Brand Image ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
T Test ◽  
Coefficient Of Determination ◽  
Motorcycle Taxi

This study aims to determine the effect of service quality, price, brand image on satisfaction of ojek online transportation customers in Lamongan. This study is a survey with quantitative research. The population in this study is Cak Ed Lamongan online motorcycle taxi customers. Sampling used a purposive sampling technique and obtained a sample of 100 respondents using the formula Rao Purba. Data collection techniques in this study used interviews and questionnaires. Analysis of the data used were the validity test, the reliability test, the multiple linear regression analysis, the classic assumption test, the coefficient of determination R2 test, and hypothesis was tested through t test that was used to determine the effect of service quality, price and brand image partially on satisfaction of ojek online transportation customers in Lamongan. From the analysis, results obtained of t test results variable service quality was tcount = 3.934 > ttable = 1.660 which states that the quality of service affects customer satisfaction. Price variable was tarithmetic = 3,622 > ttable = 1,660 which indicates that price influences customer satisfaction, and brand image variable tcount = 2,216 > ttable = 1,660 which states that brand image influences customer satisfaction. While R square of 0.783 shows that 78.3% of the variable Customer satisfaction is influenced by service quality, price, and brand image. While the remaining 21.7% is influenced by other variables that were not examined.

scholarly journals PENGARUH PROMOSI DAN KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN PADA RESTORAN BAKSO LAPANGAN TEMBAK SENAYAN

2020 ◽  
Vol 11 (01) ◽  
pp. 32-45
Author(s):  
Diana Diana ◽  
Nanda Harry Mardika
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
T Test ◽  
Coefficient Of Determination ◽  
Validity And Reliability ◽  
F Test

The development of business today is characterized by increasingly intense competition,to be able compete with other culinary businesses, companies must pay attention to promotions, service quality and customer satisfaction. Attractive promotions and good service quality can increase customer satisfaction. The purpose of this study was to determine the existence of a positive and significant effect between promotion variables and service quality on consumer satisfaction at the Restoran Bakso Lapangan Tembak Senayan with a purposive sampling technique, the number of samples in this study amounted to 100 respondents. Data collection method is questionnaire. Data quality in this study uses validity and reliability test, the classic assumption and the influence test in this study using multiple linear regression analysis and coefficient of determination analysis (R2), while the hypothesis testing in this study uses t test and F test using SPSS version 23 software program. The results of the t test and F test, it can be concluded promotion is partially positive and significant effect on customer satisfaction, service quality is partially positive and significant effect on customer satisfaction, as well promotion and service quality as a whole. simultaneous positive and significant effect on consumer satisfaction in the Restoran Bakso Lapangan Tembak Senayan. Keywords: promotion, service quality, customer satisfaction

scholarly journals Customer Satisfaction Assessed from Lifestyle, Promotion, and Quality

2021 ◽  
Vol 5 (1) ◽  
pp. 41-46
Author(s):  
Indah Kumalasari ◽  
Bambang Mursito
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
Coefficient Of Determination ◽  
Test Results ◽  
Analysis Technique ◽  
Quantitative Descriptive ◽  
Dominant Influence

Customer Satisfaction in terms of Shopee's Lifestyle, Promotion, and Service Quality. Thesis, Department of Management, Faculty of Economics, Islamic University of Batik Surakarta, 2021. This study aims to prove the simultaneous and partial effect of Customer Satisfaction in terms of Lifestyle, Promotion, and Shopee E-Commerce Service Quality. This research is quantitative descriptive. The population is all Shopee E-commerce buyers. The number of samples used by Sugiyono's guidelines, amounting to 100 respondents, the sample was taken by purposive sampling technique. The data analysis technique used in this study was multiple linear regression analysis.  The results of the study indicate that the F-test of lifestyle, promotion, and service quality simultaneously and significantly affects Shopee e-commerce customer satisfaction. The t-test results show that lifestyle has a positive and significant effect on customer satisfaction of Shopee's e-commerce, the promotion has a positive and significant effect on Shopee e-commerce customer satisfaction, service quality has a positive and significant effect on Shopee e-commerce customer satisfaction. The coefficient of determination shows that lifestyle, promotion, and service quality variables on Shopee e-commerce customer satisfaction. The most dominant influence on Shopee e-commerce customer satisfaction is lifestyle variables because it has the largest.

Efek Harga, Kualitas Pelayanan, dan Kepuasan Pelanggan terhadap Loyalitas Pelanggan PT. Prodia Widyahusada cabang Batam

2021 ◽  
Vol 11 (1) ◽  
pp. 63-68
Author(s):  
Silvia Revana Auzar ◽  
Frentina Eka Ningrum Tyastuti
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
Reliability Test ◽  
Testing Technique ◽  
Independent Variable ◽  
Questionnaire Method

This study aims to examine and analyze the effect of price, service quality, customer satisfaction on customer loyalty at PT. Prodia Widyahusada Batam Branch. Data collection was carried out by distributing questionnaires to 96 customers of PT. Prodia Widyahusada Batam Branch. The sampling technique used is the questionnaire method and the reliability test data testing technique with Cronbach's Alpha. Classical assumption test and multiple linear regression analysis, to test and prove the research hypothesis. The results of the analysis show that price, service quality and customer satisfaction have a positive and significant effect on customer loyalty. Hypothesis testing using the t test shows that the variables of price, service quality and customer satisfaction that have been studied have a significant effect on customer loyalty variables. Then through the F test, it can be seen that the variables of price, service quality and customer satisfaction have a significant effect on customer loyalty together. The Rsquare number of 0.358 indicates that 35.8 percent of the variation in customer loyalty can be explained by one independent variable used in the regression equation. While the remaining 64.2 percent is explained by other variables outside the variables used in this study

scholarly journals Analysis of Factors that Increase Customer Satisfaction Coffee Products

2020 ◽  
Vol 2 (2) ◽  
pp. 155
Author(s):  
Edy Suryawardana ◽  
Doni Nurdeagraha
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Hypothesis Test ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
Coefficient Of Determination ◽  
Product Diversity ◽  
Quality Product

<p>Satisfaction is the level of feeling where someone states the comparison of the product's performance (service) received and expected. This study aimed to determine the effect of price, service quality, product quality, product diversity, promotion, and location on customer satisfaction. This study uses a quantitative approach. The sample is the consumer "P" Coffe Gajahmada Semarang branch. The sampling technique used purposive sampling—sources of data were obtained through the distribution of closed-question questionnaires. The data analysis technique used multiple linear regression analysis. Hypothesis test results show that price, service quality, product quality, product diversity, promotion, and location have a positive and significant effect because all independent variables have a significant probability value &lt;0.05. The coefficient of determination showed 0.845 or 84.5%. It is necessary to increase product diversity in the form of completeness, brand, and variety in the future.</p>

scholarly journals Black Coffee Shop Customer Satisfaction Based on Product Quality and Service

2021 ◽  
Vol 2 (2) ◽  
pp. 44
Author(s):  
A Razak ◽  
Amrusi Amrusi ◽  
Asmaul Husna ◽  
Musfiana Musfiana ◽  
Achmad Mustofa
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Multiple Linear Regression Analysis ◽  
Coefficient Of Determination ◽  
Analysis Model ◽  
Coffee Shop

This research was conducted with the aim of knowing the level of customer satisfaction at the Black Coffee Shop business in the city of Banda Aceh. This research was conducted using a quantitative approach with descriptive methods. The sampling technique was simple random sampling, where each sample was taken randomly without looking at the strata. By using the Slovin formula, the number of samples in this study was 80 consumers. Analysis of research data using multiple linear regression analysis model which is used to see the effect between product quality and service variables (independent variables) on customer satisfaction (dependent variable). The results of the partial calculation of the variable product quality and service quality have a positive and significant effect on customer satisfaction. Between product quality and service quality, the more dominant quality is product quality. The results of the calculation of the coefficient of determination show that the variables of product quality and service quality can explain the change in customer satisfaction by 62.9%, while the remaining 37.1% is influenced by other factors not discussed in this study.

scholarly journals KUALITAS PRODUK DAN KUALITAS PELANAN SEBAGAI ANTASEDEN KEPUASAN PELANGGAN DALAM MEMBENTUK LOYALITAS PELANGGAN (Studi Pada Pelanggan Waroeng Spesial Sambal “SS” Cabang Veteran Yogyakarta)

2020 ◽  
Vol 9 (1) ◽  
pp. 14
Author(s):  
Alo Rahmawati Mulyana ◽  
Hendro Setyono
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Customer Loyalty ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
Primary Data ◽  
Customer's Loyalty ◽  
The City

 The aim of study is to  analyze about effect  product  quality  and  service  quality  on customer’s satisfaction to build customer’s loyalty at Waroeng Spesial Sambal “SS” in the branch of Veteran Yogyakarta. Population in this study are all consumers who make  purchases at Waroeng Spesial Sambal “SS” the branch in the  branch of Veteran Yogyakarta. While the sample  in  this  study  is a portion of consumers who have  made  purchases at least twice in the past year. The sampling technique uses purposive sampling. The data  used in this study is primary data. The number  of studies  in  this  study were  sixty  samples  in  the  city of Yogyakarta which  were processed  using  multiple linear regression  analysis  and mediation analysis  using SPSS 20 for windows. The results of the analysis in this study are: product quality dosen’t have a significant effect on customer satisfaction,  service quality has a significant effect on customer satisfaction, customer satisfaction doesn’t have a significant effect on customer loyalty, product quality  dosen’t  have a significant  effect on  customer loyalty and service quality has a significant effect on customer loyalty of the two independentvariables dosen’t indicate a mediating  relationship  with  customer  satisfaction as a mediator variable.

scholarly journals Pengaruh Kualitas Pelayanan Dan Promosi Terhadap Kepuasan Pelanggan OVO (Studi Kasus Pada Mahasiswa STIE Eka Prasetya)

2020 ◽  
Vol 6 (2) ◽  
pp. 9-20
Author(s):  
Muammar Rinaldi
Keyword(s):  
Regression Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Descriptive Analysis ◽  
Linear Regression Analysis ◽  
Personal Selling ◽  
Multiple Linear Regression Analysis ◽  
Coefficient Of Determination ◽  
Validity And Reliability ◽  
Quantitative Descriptive

The purpose of this study is to determine the effect of Service Quality and Promotion on OVO Customer Satisfaction. The research methodology used is quantitative descriptive method, the unit of analysis in this study is STIE Eka Prasetya and the observation unit is students from STIE Eka Prasetya. The population in this study were 993 respondents from STIE Eka Prasetya. The technique of determining the number of samples used in this study is the Slovin formula and amounted to 91 respondents. The research method used is the technique of data collection through the distribution of questionnaires that conducted systematically based on research objectives. The analytical method used to solve problems and prove hypotheses is descriptive analysis and regression analysis. This analysis includes validity and reliability, classic assumption tests, multiple linear regression analysis, hypothesis testing through t and F tests, and the coefficient of determination (R2) test. The results of the t test show that the variable Service Quality has a positive and significant effect on OVO Customer Satisfaction, and the Promotion variable has a positive and significant effect on OVO Customer Satisfaction. The results of the F test show that the Service Quality and Promotion simultaneously effect the Customer Satisfaction. The result of coefficient of determination test results (R2) shows that Customer Satisfaction was effected by Service Quality and Promotion variables, while the remaining is explained by other variables such as perception, digital marketing and personal selling that are not discussed in this study.

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