scholarly journals PENGARUH NILAI PELANGGAN TERHADAP KEPUASAN PELANGGAN MENGGUNAKAN SPRING BED MEREK COMFORTA DI KOTA PALU

2020 ◽  
Vol 2 (1) ◽  
pp. 1-16
Author(s):  
Putri Dwi Avriani ◽  
Rosida P Adam ◽  
Farid Farid
Keyword(s):  
Customer Satisfaction ◽  
Customer Value ◽  
Research Method ◽  
Sampling Technique ◽  
Social Value ◽  
Value For Money ◽  
Independent Variables ◽  
Functional Value ◽  
Emotional Value ◽  
Method Analysis

This research aims to know the effect of customer value while simultan and partially on customer satisfaction by using  spring bed of Comforta in the Palu City. The independent variables used in this research are Functional Value (X1), Value For Money (X2), Social Value (X3), and Emotional Value (X4).  While the  dependent variable  is  Satisfaction  (Y).  The research method  used  in  this research  is descriptive  causal.  Sampling technique  using  Insidential  sampling  with  the  samples  of  100 respondents.  The  method   analysis  using  multiple  linear  regression. The  results  indicate  that simultaneously customer value consisting of functional value (X1), value for money (X2), social value (X3) and emotional value (X4) have significant effect to customer satisfaction by using Spring Bed of Comforta  in  Palu  City.  The  Partially  customer value  consisting  of  functional  value  (X1),  value  for money (X2), and emotional value (X4) have significant effect to customer satisfaction by using spring bed of Comforta in Palu City. While variable social value (X3) partially have no significant effect on customer satisfaction by using spring bed of Comforta in Palu City. Tujuan  dari  penelitian  ini  yaitu  untuk  mengetahui  pengaruh  nilai pelanggan  baik  secara  simultan maupun  parsial  terhadap  kepuasan pelanggan  menggunakan spring  bed Comforta  Di  Kota  Palu. Variabel independen  yang  digunakan dalam  penelitian  ini  adalah  Nilai Fungsional  (X1), Nilai Biaya/Value  For  Money (X2), Nilai  Sosial  (X3), dan  Nilai  Emosional  (X4).  Sedangkan  variabel dependen adalah Kepuasan Menggunakan (Y). Metode penelitian yang digunakan dalam penelitian ini adalah  deskriptif  kausal.  Sampel  yang  digunakan  pada penelitian  ini  yaitu  sebanyak  100  responden dengan  bentuk pengambilan  sampel  menggunakan  teknik Insidential  sampling. Metode  analisis  data yang  digunakan  dalam  penelitian ini  adalah metode  analisis  regresi  linear  berganda. Hasil  penelitian ini menunjukkan bahwa secara simultan nilai pelanggan yang terdiri dari nilai fungsional (X1), nilai biaya/value for money (X2), nilai sosial(X3) dan nilai emosional (X4) berpengaruh signifikan terhadap kepuasan pelanggan menggunakan spring bed Comforta di Kota Palu. Secara parsial nilai pelanggan yang  terdiri  dari  nilai  fungsional  (X1),  nilai  biaya/ value for  money (X2), dan  nilai  emosional  (X4)berpengaruh  signifikan  terhadap  kepuasan  pelanggan  menggunakan spring  bed merek Comforta  di Kota Palu. Sedangkan variabel nilai sosial (X3) secara parsial berpengaruh tidak signifikan terhadap kepuasan pelanggan menggunakan spring bed Comforta di Kota Palu.

scholarly journals FAKTOR-FAKTOR PEMBENTUK LOYALITAS MEREK PADA PENGGUNA PONSEL SMARTFREN

2016 ◽  
Vol 12 (2) ◽  
pp. 97
Author(s):  
Aji Wira Tama ◽  
Wisnu Untoro
Keyword(s):  
Customer Satisfaction ◽  
Brand Loyalty ◽  
Customer Value ◽  
Positive Impact ◽  
Social Value ◽  
Brand Identification ◽  
Purposive Sampling ◽  
Functional Value ◽  
Emotional Value ◽  
Positive Effect

Abstrak: Faktor-Faktor Pembentuk Loyalitas Merek pada Pengguna Ponsel Smartfren. Penelitian ini bertujuan menguji pengaruh dimensi dari nilai pelanggan dan identifikasi merek terhadap loyalitas merek dengan kepuasan pelanggan sebagai variabel mediasi. Penelitian ini menggunakan teknik purposive sampling dengan jumlah sampel sebanyak 175 responden pada pelanggan Smartfren. Hasil penelitian menunjukkan bahwa (1) nilai fungsional berpengaruh positif terhadap kepuasan pelanggan, (2) nilai emosional tidak berpengaruh terhadap kepuasan pelanggan, (3) nilai sosial tidak berpengaruh terhadap kepuasan pelanggan, (4) identifikasi  merek berpengaruh positif terhadap kepuasan pelanggan, (5) nilai fungsional tidak berpengaruh terhadap loyalitas merek, (6) nilai emosional tidak berpengaruh terhadap loyalitas merek, (7) nilai sosial berpengaruh terhadap loyalitas merek, (8) identifikasi merek tidak berpengaruh terhadap loyalitas merek, (9) kepuasan pelanggan berpengaruh positif terhadap loyalitas merek, (10) nilai fungsional, nilai emosional, nilai sosial dan identifikasi merek tidak terbukti berpengaruh secara simultan terhadap loyalitas merek dengan kepuasan pelanggan sebagai variabel mediasi. Kata kunci: Nilai pelanggan, identifikasi merek, kepuasan pelanggan, loyalitas merek Abstract: Factors Affecting Brand Loyalty among Smartfren Customers. The purpose of this study was to analyze the effect of the dimensions of customer value and brand identification on brand loyalty and customer satisfaction as a mediating variable. A purposive sampling technique was adopted to collect 175 Smartfren customers. The results showed that: (1) the functional value has positive effect on customer satisfaction, (2) the emotional value has no effect on customer satisfaction, (3) social values has no effect on customer satisfaction, (4) brand identification has positive impact on customer satisfaction, (5) functional value has no effect on brand loyalty, (6) the emotional value has no effect on brand loyalty, (7) social value has positive effect on brand loyalty, (8) brand identification has no effect on brand loyalty, (9) customer satisfaction has positive effect on loyalty brand, (10) the functional value, emotional value, social value and brand identification simultaneous have no effect on brand loyalty with customer satisfaction as a mediating variable. Keywords: Customer value, brand identification, customer satisfaction, brand loyalty

scholarly journals The Effect of Trust and Service Quality Toward Patient Satisfaction with Customer Value as Intervening Variable

2016 ◽  
Vol 7 (2) ◽  
pp. 157
Author(s):  
Netty Laura
Keyword(s):  
Patient Satisfaction ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Value ◽  
Research Method ◽  
Sampling Technique ◽  
Statistic Analysis ◽  
Unit Of Analysis ◽  
Laboratory Installation ◽  
Purposive Sampling

The research was conducted at Laboratory Installation RSPI of Prof. Dr. Sulianti Saroso (RSPI-SS). Unit of analysis was patients of Medical Check Up in Laboratory Installation of RSPI-SS which is located in Sunter, North Jakarta. The samples of this research were 93 patients from 121 populations; the research method was purposive sampling technique. The instrument of statistic analysis was through PLS 3.0 which was used to test the hypothesis. The research finds seven hypotheses as the results. They are variable of trust which affects customer satisfaction positively but does not significantly affect to customer satisfaction, variable of trust which affects customer satisfaction negatively but significantly affects the customer value, variable of service quality which affects to customer satisfaction positively and significantly, variable of service quality which affected to customer value positively and significantly, variable of customer value which affects positively and significantly to customer satisfaction, intervention of customer value on the trust to customer satisfaction which affects negatively and significantly, and intervention of customer value on service quality to customer satisfaction which affects positively but not significantly.

scholarly journals Pengaruh Estetika pada Minat Konsumen Terhadap Pembelian Smartphone Xiaomi di Jakarta Barat

2020 ◽  
Vol 2 (4) ◽  
pp. 906
Author(s):  
Deynis Devlin ◽  
Carunia Mulya Firdausy
Keyword(s):  
Purchase Intention ◽  
Sampling Method ◽  
Sampling Technique ◽  
Purchase Intentions ◽  
Social Value ◽  
Probability Sampling ◽  
Functional Value ◽  
Emotional Value ◽  
Positive Effect

This study aims to determine the effect of aesthetics on purchase intention mediated by functional value, social value, and emotional value. The population of this study was consumers who use Xiaomi smartphones. The sampling technique was by using non-probability sampling method. The method of analysis was by using PLS-SEM. The results showed that aesthetics had a positive and significant effect on consumer purchase intentions mediated by functional value, and aesthetics had a positive effect on consumer purchase intentions through emotional value mediation in West Jakarta. Penelitian ini bertujuan untuk mengetahui pengaruh estetika terhadap minat pembelian yang dimediasi oleh nilai fungsional, nilai sosial, dan nilai emosional. Populasi penelitian ini adalah konsumen yang menggunakan smartphone Xiaomi. Teknik pengambilan sampel menggunakan metode non-probability sampling. Metode analisis menggunakan PLS-SEM. Hasil penelitian menunjukkan bahwa estetika memiliki pengaruh positif dan signifikan terhadap niat pembelian konsumen yang dimediasi oleh nilai fungsional, dan estetika memiliki efek positif pada niat pembelian konsumen melalui mediasi nilai emosional di Jakarta Barat.

scholarly journals Pengaruh persepsi nilai terhadap kepuasan nasabah tabungan Bank X di Bandung

2019 ◽  
Vol 19 (1) ◽  
pp. 61-72
Author(s):  
Yati Yulianty ◽  
Reinantha Yaputra
Keyword(s):  
Customer Satisfaction ◽  
Market Competition ◽  
Sampling Technique ◽  
Positive Influence ◽  
Banking Services ◽  
Value Perception ◽  
Functional Value ◽  
Savings Bank ◽  
Descriptive Approach ◽  
Emotional Value

Customer satisfaction is important in the continuity of banking services business, especially faced of the market competition today. Value obtained by customers based on experience is expected to create satisfaction, therefore this research is conducted with the aim of seeing the influence of value perception on customer satisfaction of Savings Bank X in Bandung, which is the perception of value consist of 3 aspects that is functional value, emotional value, and social value. Research method used through explanation survey with descriptive approach associative. The sample used was 53 respondents with purposive sampling technique. Data collection through questionnaires is then performed statistical data analysis techniques with multiple linear regressions, through F test and t test to test the hypothesis. The result of the research shows that the positive influence of functional value on customer satisfaction can not be confirmed. The positive influence of emotional value on customer satisfaction can not be confirmed. The positive influence of social values on customer satisfaction can be confirmed. Overall value perception has a positive influence on satisfaction.

scholarly journals The Role of Religiosity on The Influence of Muslim Customer Perceived Value To Customer Satisfaction of Islamic Banking

2018 ◽  
pp. 253
Author(s):  
Yayuk Sri Rahayu
Keyword(s):  
Customer Satisfaction ◽  
Perceived Value ◽  
Sampling Technique ◽  
Global Market ◽  
Social Value ◽  
Islamic Banking ◽  
Validity And Reliability ◽  
Customer Perceived Value ◽  
Emotional Value

The successfull of Islamic Banking on the global market depends on the company’s commitment to provide excellent service to their customers. The concept of Muslim customer perceived value (MCPV) is composed of six dimensions that consists of  quality, price, emotional value, social value, Islamic phisical attribute, and Islamic non phisical attribute. The purposes of this research are to determine the influence of MCPV to customer satisfaction of Islamic Banking at Malang Raya dan the role of religiosity in moderating those effects. One hundred and four respondents, who are customers of Islamic Banking, were involved in this research. Accidental sampling was used as sampling technique and instrument was tested by validity and reliability testing. Futhermore, data were analized by moderated regression analysis (MRA). The results of this research shows (1) Simoultaneously, Muslim customer perceived value (MCPV) influences the customer satisfaction and partially, there are only three variables that influence customer satisfaction such as price, social value, and Islamic non phisical attribute. Other variables such as quality, emotional value, and Islamic phisical attribute does not influence customer satisfaction; (2) Religiosity as a moderating variable on the influence Islamic non phisical attribute to the customer satisfaction. The moderating effect is streghtening the existing influence.

PENGARUH JASA PELAYANAN FREIGHT FORWARDING TERHADAP KEPUASAN PELANGGAN

2018 ◽  
Author(s):  
Andar Sri Sumantri ◽  
Radix Nugrahanto
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Secondary Data ◽  
Sampling Technique ◽  
Positive Influence ◽  
Linear Regression Equation ◽  
Independent Variables ◽  
Freight Forwarder ◽  
Freight Forwarding ◽  
A Company

<p>Customer is an important factor for the survival of a company. At a time, company sometimes didn’t know the level of customer satisfaction. If the company continues with this situation, the company would not know the next strategies to develop the company. There are many factors that connected with customer such as trust, facility and service quality. This research objective is to analyze if there is a positive influence, both individually and simultaneously between independent variables which are trust, facility and service quality to the dependent variable which is customers. In this research the object are the customers of PT Panah Persada Logisindo Semarang. The data sources are primary and secondary data using sampling technique of 80 respondents. The results of multiple linear regression equation show that there is a positive influence and partial significant between (t= 3,543 &gt; ttebal = 1, 99167) Trust, (t=4,976 &gt;ttebal=1,99167 ) Facility and (t =3,908 &gt; ttebal= 1, 99167) Service Quality effected by customer satisfaction.</p><p><strong>Keywords: Trust, Facility, Service Quality, Customer Satisfaction</strong></p><p>Kepuasaan Pelanggan merupakan faktor penting terhadap kelangsungan hidup sebuah perusahaan. Masalah yang dihadapi perusahaan saat ini berkaitan dengan tidak diketahuinya kepuasaan Pelanggan setiap tahun, Jika ini dibiarkan terus menerus, perusahaan tidak dapat menentukan strategi untuk meningkakan kepuasaan pelanggan. Ada banyak faktor yang mempengaruhi Kepuasaan Pelanggandipengaruhi oleh kepercayaan, fasilitas dan Kualitas Pelayanaan. Perumusan masalah, tujuan penelitian dan hipotesis pada latar belakang masalah dan tujuan penelitian ini untuk menganalisis adakah pengaruh yang positif baik secara individual dan simultan antara variabel independen yaitu kepercayaan, fasilitas, kualitas pelayanaan terhadap variabel dependen yaitu Kepuasaan Pelanggan. Pada penelitian ini obyek yang diambil pengguna jasa Freight forwarder PT Panah Persana Logisindo Semarang Sumber data meliputi data primer dan sekunder. Sampel pada penelitian ini adalah 80 responden teknik sampling yang digunakan seluruh populasi dijadikan sample. Berdasarkan hasil penelitian dan analisis berganda dihasilkan persamaan : Hasil persamaan regresi linear berganda menunjukkan bahwa ada pengaruh yang positif dan signifikan secara parsial antara ( t hitung = 3,543&gt; t tabel = 1,99167) kepercayaan, (t hitung4,976 &gt; t tabel =1,99167) Fasilitas ( t hitung = 3,908&gt; t tabel = 1,99167) Kualitas pelayanaan terhadap Kepuasaan Pelanggan.</p><p><strong>Kata kunci : Kepercayaan, Fasilitas, Kualitas Pelanggan. Kepuasaan Pelanggan</strong></p>

scholarly journals EFEK NILAI KONSUMSI TERHADAP NIAT PEMBELIAN KEMBALI PADA GREEN PRODUCT

2016 ◽  
Vol 12 (1) ◽  
pp. 83
Author(s):  
Yosephine Angelina Yulia ◽  
Wisnu Untoro
Keyword(s):  
Social Value ◽  
Epistemic Value ◽  
Green Product ◽  
Repurchase Intention ◽  
Green Products ◽  
Factors Affecting ◽  
Product Consumption ◽  
Consumption Values ◽  
Functional Value ◽  
Emotional Value

Abstrak: Efek Nilai Konsumsi terhadap Niat Pembelian Kembali pada Green Product. Tujuan dari penelitian ini adalah untuk menerapkan teori nilai konsumsi untuk menentukan faktor-faktor yang mempengaruhi perilaku pilihan konsumen mengenai produk ramah lingkungan, dan meneliti pengaruh nilai-nilai konsumsi seperti nilai fungsional, nilai sosial, nilai emosional, nilai kondisional, dan nilai epistemis terhadap niat membeli kembali produk ramah lingkungan. Populasi penelitian ini adalah konsumen yang menggunakan produk ramah lingkungan yang ada di kota Surakarta. Penelitian ini mengambil sampel sebanyak 100 responden secara purposive. Analisis data menggunakan analisis regresi berganda. Berdasarkan data dapat diketahui bahwa nilai konsumsi yang terdiri dari nilai fungsional, nilai sosial, nilai emosional, nilai kondisional dan nilai epistemik terbukti berpengaruh positif terhadap niat pembelian kembali pada produk ramah lingkungan. Kata kunci: Produk ramah lingkungan, nilai konsumsi, sikap konsumen, niat pembelian kembali. Abstract: The Effect of Consumption Values to Repurchase Intention of Green Products. This study was aimed to apply the theory of consumption values to determine the factors affecting the behavior of consumers regarding the selection of green products, and examine the influence of consumption values such as the functional value, social value, emotional value, conditional value, and epistemic value to repurchase intention of green products. The population of this research is green product customers in Surakarta city. This research selected 100 respondents purposively. Based on the data showed that the consumption values that consist of functional value, social value, emotional value, conditional value and epistemic value had a positive effect on repurchase intention of green products. Keywords: Green product, consumption values, consumer behavior, repurchase intention.

scholarly journals INVESTIGATING IMPACT OF SERVICE AND HYGIENE ON HOTEL REPUTATION DURING THE COVID -19 PANDEMIC : A PERSPECTIVE SIGNALING THEORY

2021 ◽  
Vol 7 (2) ◽  
Author(s):  
Juliana Juliana ◽  
Amelda Pramezwary ◽  
Madeline Madeline ◽  
Nadya Valerie ◽  
Sylena Teresia Andrian ◽  
...  
Keyword(s):  
Data Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Significant Role ◽  
Research Method ◽  
Sampling Technique ◽  
Good Service ◽  
Final Sample ◽  
Hotel Service ◽  
A Company

<p>Providing good service to consumers by a company can create customer satisfaction. Two aspects of service quality that play a significant role, in this case, our hotel services and hotel cleanliness. To get around this, entrepreneurs engaged in this field are increasingly competitive in improving service quality, which can meet consumers' needs and desires so that they can compete and develop in competitive conditions. In this study, researchers used the variable dimensions of service quality and hotel cleanliness as The variables that are expected to explain a hotel's good and bad reputation. This study aimed to analyze the effect of hotel services and hotel cleanliness on hotel reputation. This research method is descriptive quantitative with the type of research explanation. This study's population was hotel visitors in Tangerang, with a final sample of 157 respondents selected by the non-probability sampling technique. Methods of data analysis using PLS-SEM. The research shows that the higher the hotel services application will not affect the hotel's reputation during the Covid 19 pandemic. In comparison, the higher the application of hygiene involves the hotel's importance because, during the Covid 19 pandemic, the application of CHSE is the most important in maintaining the reputation of the hotel.</p>Keywords: Hotel Service, Hygiene, Hotel Reputation

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 Why do Customers Intend to Repurchase Transportation Online in Indonesia?

2019 ◽  
Vol 125 ◽  
pp. 23010
Author(s):  
Sabar Sutia ◽  
Shultonnyck Adha ◽  
Mochammad Fahlevi
Keyword(s):  
Customer Satisfaction ◽  
Sampling Technique ◽  
Online Marketing ◽  
Brand Awareness ◽  
Decision Variable ◽  
Municipal Services ◽  
Test Results ◽  
Urban Mobility ◽  
Independent Variables ◽  
Busy Road

The rapid population growth of Jakarta to further improve urban mobility problems. The imbalance between public infrastructures provided by the number of people who need it led to a lack of municipal services. Transportation Online has become one transportation solutions, present in transportation needs cheap, efficient, and fast. Even amid the busy road, using motor transportation would be faster. This study aims to develop a model that connects between the independent variables namely; Online Marketing (X1), Brand Awareness (X2) with the dependent variable is the Decision of Repurchase (Y2) and Customer Satisfaction (Y1). This research was conducted in East Jakarta. The research method used was surveyed. The population in this study is the user Transportation Online East Jakarta area. The sampling technique used in this study is incidental sampling. These results indicate that the two independent variables, namely Marketing Online (X1) and Brand Awareness (X2) effect on Repurchase Decision variable (Y2) and Customer Satisfaction (Y1). From the test results simultaneously obtained that Online Marketing and Brand Awareness jointly influence decisions repurchase mediated by customer satisfaction Transportation Online service users, means the better online marketing and brand awareness of the company, the higher the repurchase decisions and customer satisfaction.

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