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 PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN NASABAH PADA PT. MANDALA MULTI FINANCE CABANG PALU

2020 ◽  
Vol 3 (2) ◽  
pp. 151-158
Author(s):  
Dewi Dewi ◽  
Chalil Chalil ◽  
Syamsul Bachri Daeng Parani
Keyword(s):  
Data Analysis ◽  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Sampling Method ◽  
Sampling Technique ◽  
Purposive Sampling ◽  
Physical Evidence

 The purpose of this study is to determine the effect of service quality on customer satisfaction at  PT. Mandala Multi Finance Palu Branch. The sample used is 90 respondents, with sampling  technique used is purposive sampling. Method of data analysis used in this research is Multiple Linear Regression. The results showed that service quality variables consisting of physical evidence, empathy, reliability, responsiveness, and collateral simultaneously have a significant effect on customer satisfaction at PT. Mandala Multi Finance Palu Branch. While the partial physical evidence, empathy, kahandalan, responsiveness, and guarantee also significantly affect customer satisfaction at PT. Mandala Multi Finance Palu Branch. Tujuan dari penelitian ini yaitu untuk mengetahui pengaruh kualitas layanan terhadap kepuasan nasabah pada PT. Mandala Multi Finance Cabang Palu. Sampel yang digunakan penelitian ini yaitu sebanyak 90 responden, dengan teknik penarikan sampel yang digunakan adalah purposive sampling.Metode analisis data yang digunakan dalam penelitian ini adalah Regresi Linear Berganda. Hasil penelitian menunjukkan bahwa variabel kualitas layanan yang terdiri bukti fisik, empati, kahandalan, daya tanggap,dan jaminan secara serempak berpengaruh signifikan terhadap kepuasan nasabah pada PT. Mandala Multi Finance Cabang Palu. Sedangkan secara parsial bukti fisik, empati, kahandalan, daya tanggap,dan jaminan juga berpengaruh signifikan terhadap kepuasan nasabah pada PT. Mandala Multi Finance Cabang Palu.

scholarly journals PENGARUH KUALITAS LAYANAN DAN KEPUASAN PELANGGAN PADA LOYALITAS PELANGGAN DI RESTORAN PIZZA E-BIRRA

2020 ◽  
Vol 1 (1) ◽  
pp. 11
Author(s):  
Cynthia Anna Wijayanti
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Brand Loyalty ◽  
Structural Equation ◽  
Sampling Technique ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Purposive Sampling ◽  
Physical Evidence

The purpose of this research is to examine the influence and relationship of Service Quality, Brand Loyalty and Customer’s Satisfaction as an intervening variable. The subject of the research is Indonesian-based local restaurant Pizza E-Birra under the management of Ismaya Group. The research is based on quantitative research with non-probability purposive sampling as the sampling technique and the data will be analysed using SEM Structural Equation Model with Smart PLS 3.0 as analysis tool.The research is using 5 dimensions of Service Quality, which are Physical Evidence (Tangible), Empathy, Reliability, Responsiveness and Assurance as the independent variable and its impact toward Brand Loyalty as dependent variable and also measuring the Customer Satisfaction as an intervening variable. The result show that all the hypotheses are accepted and some managerial implications needs to be done for management of Pizza E-Birra to improve their Service Quality which leads to their customer satisfaction overall for the dining experience hence will increase the level of brand loyalty among its patronage in the future ultimately. Tujuan dari penelitian ini adalah untuk mengetahui pengaruh Kualitas Layanan (Service Quality) yang mempengaruhi Loyalitas Merek (Brand Loyalty) secara langsung dan pengaruhnya jika dimediasi oleh Kepuasan Pelanggan (Customer’s Satisfaction). Subyek penelitian ini adalah restoran lokal Indonesia Pizza E-Birra dibawah kepemilikan manajemen grup Ismaya. Penelitian kuantitatif ini menggunakan teknik pengambilan sampel Non-Probability Purposive Sampling dan data kuesioner akan dianalisis menggunakan Partial Least Square-Structural Equation Modeling (PLS-SEM) dengan bantuan program SmartPls.. Penelitian ini menggunakan 5 dimensi dari Kualitas Layanan (Service Quality) yaitu : Physical Evidence (Tangible), Empathy, Reliability, Responsiveness dan Assurance, serta faktor Kepuasan Pelanggan (Customer’s Satisfaction) sebagai variabel mediasi, semuanya akan diteliti secara simultan untuk membuktikan ada atau tidaknya pengaruh variabel bebas dan mediasi tersebut  dalam mempengaruhi Loyalitas Merek (Brand Loyalty) pada restoran Pizza E Birra. Hasil menunjukkan bahwa ketiga hipotesa yang diajukan didukung, artinya Kualitas Layanan berpengaruh positif terhadap Loyalitas Merek, Kualitas layanan berpengaruh positif terhadap kepuasan dan yang terakhir Kualitas layanan berpengaruh pada loyalitas merek dengan mediasi kepuasan, dengan beberapa masukan kepada management Pizza E-Birra , untuk lebih memperbaiki tingkat kualitas layanan, yang berdampak pada kepuasan pelanggan yang akhirnya akan mempengaruhi tingkat loyalitas merek atas restoran Pizza E-Birra.

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 Price, service quality and trust on online transportation towards customer satisfaction

2018 ◽  
Vol 21 (2) ◽  
pp. 241-266
Author(s):  
Yusepaldo Pasharibu ◽  
Eristia Lidia Paramita ◽  
Stefianus Febrianto
Keyword(s):  
Regression Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Multiple Regression Analysis ◽  
Multiple Regression ◽  
Quantitative Study ◽  
Significant Influence ◽  
Sampling Technique ◽  
Transportation Services ◽  
Purposive Sampling

Recently, online transportation that enables people to freely choose and order transportation services with their smartphones is growing very rapidly in Indonesia. This study aims to test the variables that affect customer satisfaction of online transportation with regard to price, service quality, and trust.  This quantitative study uses 100 respondents selected by the purposive sampling technique. Next, this study analyzes the data generated using the multiple regression analysis. The results show that service quality and trust significantly affect customer satisfaction, but price does not exhibit a significant influence on customer satisfaction. Further, price, service quality, and trust simultaneously exhibit significant influences on online transformation’s customer satisfaction. Thus, this study practically implies that offering competent service quality, such as emphasizing cars’ cleanliness and tidiness, providing responsive services and timely presence complemented by the enhancement of drivers’ skills. Besides, firms have to maintain customers’ trust by offering convenient, satisfying, and responsible services.

scholarly journals PENGARUH BAURAN PROMOSI, KUALITAS PELAYANAN, DAN CITRA PERUSAHAAN TERHADAP KEPUASAN JAMAAH UMROH AL-SHAHBA MALANG MELALUI KEPERCAYAAN JAMAAH SEBAGAI VARIABEL INTERVENING

2020 ◽  
Vol 14 (2) ◽  
pp. 161-172
Author(s):  
Maulidia Wulan Anggraini ◽  
Tin Agustina Karnawati ◽  
Widi Dewi Ruspitasari
Keyword(s):  
Data Collection ◽  
Service Quality ◽  
Path Analysis ◽  
Significant Influence ◽  
Sampling Technique ◽  
Corporate Image ◽  
Coefficient Of Determination ◽  
Purposive Sampling ◽  
Independent Variables ◽  
Variable Population

The purpose of the research is to determine the effect of the promotion mix, service quality, and company image toward satisfaction of Al-Shahba Malang pilgrims through the pilgrims’ trust as an intervening variable. Population of this research is based on consumer who choosing and using Al-Shahba Malang’s umrah package in 2016-2018 as many 276 people. Sample used in this research covers 163 consumer using purposive sampling technique. In this research, the data collection techniques is by questionnaires, interviews, observations, and documentations. The data gained from questionnaires was analyzed by using instrument test, path analysis, hypoteshis testing and the coefficient of determination with SPSS 21.0 version. The research proves that the three independent variables : promotion mix, service quality, and corporate image, has a positive and significant influence on the pilgrims’ trust. The promotion mix, service quality, and corporate image has a positive and significant influence on the pilgrims’ satisfaction. The pilgrims’ trust has a positive and significant influence on the pilgrims’ satisfaction. And the promotion mix, service quality, corporate image has a positive and significant indirect influence on the pilgrims’ satisfaction through pilgrims’ trust as an intervening variable.

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 KUALITAS LAYANAN TERHADAP KEPUASAN PASIEN RAWAT INAP PADA RSUD KABUPATEN BANGGAI KEPULAUAN

2015 ◽  
Vol 1 (2) ◽  
pp. 151-164
Author(s):  
Magvira Alia ◽  
Nirwan Nirwan ◽  
Suardi Suardi
Keyword(s):  
Patient Satisfaction ◽  
General Hospital ◽  
Significant Influence ◽  
Secondary Data ◽  
Sampling Technique ◽  
Primary Data ◽  
Purposive Sampling ◽  
Independent Variables ◽  
Physical Evidence

The study intends to determine simultaneous and partial influence of service quality (X) consisting of physical evidence (X1), reliability (X2), responsiveness (X3), assurance (X4), and empathy (X5) on patient satisfaction  (Y)  in  the  General  Hospital  of  Banggai  Islands,  where the  study  is  located.  The type  of  research  is  descriptive. Sources  of data  is  primary  data  retrieved  from  questionnaires  and secondary data  obtained  from  documents  of  the  Regional  General  Hospital Banggai  Islands.  The sample consists of 72 respondents. The sampling technique used is purposive sampling. Based on the results, it is shown that the quality of service (X), consisting of physical evidence (X1), reliability (X2), responsiveness (X3), assurance (X4), and empathy (X5) simultaneously have significant influence on patient satisfaction (Y) of 69.60% while the remaining 30.40% is influenced by other causes. Partial test  shows  that  there  are  three  independent  variables:  physical evidence  (X1),  reliability  (X2)  and assurance (X4) that have non-significant influence to the patients’ satisfaction at the General Hospital of Banggai Islands.Tujuan  dari  penelitian  ini  adalah  untuk  mengetahui  pengaruh kualitas  layanan  (X)  yang terdiri  dari  bukti  fisik  (X1),  reliabilitas  (X2),  responsivitas (X3), jaminan (X4),  dan  empati (X5)  secara simultan  dan  parsial  terhadap  kepuasan  pasien.  (Y)  di  Rumah  Sakit  Umum Kepulauan  Banggai.  Lokasi  penelitian  ini  di  Rumah Sakit  Umum  Kepulauan  Banggai.  Jenis penelitian  ini  bersifat deskriptif.  Sumber  data  dalam  penelitian  ini  adalah  data  primer yang diambil  melalui  kuesioner  dan  data  sekunder  diperoleh  dari  Rumah Sakit  Umum  Daerah Banggai. Sampel dalam penelitian ini adalah 72 responden. Teknik sampling yang digunakan adalah  purposive sampling.  Berdasarkan  hasil  penelitian  menunjukkan  bahwa  variabel kualitas pelayanan (X) yang terdiri dari bukti fisik (X1), reliabilitas (X2), responsivitas (X3), jaminan (X4),  dan  empati (X5)  secara  simultan berpengaruh  signifikan  terhadap  kepuasan pasien  (Y)  dengan pengaruh 69,60%  sedangkan  sisanya  30,40%  dapat  dijelaskan  oleh penyebab  lainnya.  Uji  parsial  menunjukkan  bahwa  terdapat  tiga variabel  bebas  yang  tidak signifikan yaitu bukti fisik (X1), reliabilitas (X2) dan jaminan (X4) terhadap kepuasan pasien di Rumah Sakit Umum Kepulauan Banggai.

Studi Kualitas Pelayanan Nasabah Pada Bank Mandiri Area Semarang Pahlawan

2021 ◽  
Vol 20 (1) ◽  
pp. 53-72
Author(s):  
Inggrid Benedicta Sutanto ◽  
I Made Sukresna
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Service ◽  
Sampling Method ◽  
Primary Data ◽  
Analysis Tool ◽  
Purposive Sampling ◽  
Qualitative Descriptive ◽  
Descriptive Approach

The objectives of this study are: (1). Assessing customer service quality in the aspects of tangibles, reliability, responsiveness, assurance, and empathy; (2). Assessing ways to increase customer satisfaction in order to achieve or exceed service targets. The type of data used is primary data which comes from 2 (two) groups of informants, namely customers and employees, with a purposive sampling method. The analysis tool uses a pure qualitative descriptive approach. The results of the study prove that: Customer satisfaction with the services provided by Bank Mandiri Semarang Pahlawan area regarding the dimensions of tangibles, reliability, responsiveness, assurance, and empathy is at the level of confirmation or satisfaction. Furthermore, how to increase customer satisfaction in order to achieve or exceed service targets by providing more attractive facilities, the number of front liner officers and queuing seats added, strategies to stay on time and fulfill obligations as marketing, increase cooperation with all departments.

FAKTOR-FAKTOR YANG MEMPENGARUHI CUSTOMER LOYALTY INDUSTRI ASURANSI DI YOGYAKARTA

2019 ◽  
Vol 13 (2) ◽  
pp. 99
Author(s):  
Petra Surya Wijaya ◽  
Kunto Wibisono ◽  
Santi Budiman
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Insurance Industry ◽  
Subjective Norms ◽  
Corporate Image ◽  
Insurance Companies ◽  
Purposive Sampling ◽  
Interesting Study

Research on the insurance industry in Indonesia is an interesting study to do. The development of the insurance industry in Indonesia has increased by an average of 30% per year, even in 2016 there was an increase of around 78.1% compared to 2015. This makes competition among insurance companies more stringent. The topic of loyalty in the insurance industry is important for the survival of an insurance company.This study aims to examine the effect of salesperson expertise, subjective norms, service quality, customer satisfaction, commitment, corporate image, switching intention, and communication on customer loyalty. A total of 100 questionnaires were distributed to insurance users in Yogyakarta using purposive sampling. The results of the study state that all hypotheses built can be supported, or that there is a significant influence on salesperson expertise, subjective norms, service quality, customer satisfaction, commitment, corporate image, switching intention, and communication on customer loyalty. Keywords:loyalty, salesperson expertise, subjective norms, service quality, customer satisfaction, commitment, corporate image, switching intention, and communication ABSTRAK Penelitian tentang industri asuransi di Indonesia adalah studi yang menarik untuk dilakukan. Perkembangan industri asuransi di Indonesia telah meningkat rata-rata 30% per tahun, bahkan pada tahun 2016 ada peningkatan sekitar 78,1% dibandingkan tahun 2015. Hal ini membuat persaingan antar perusahaan asuransi semakin ketat. Topik kesetiaan dalam industri asuransi penting untuk kelangsungan hidup perusahaan asuransi. Penelitian ini bertujuan untuk menguji pengaruh keahlian tenaga penjual, norma subyektif, kualitas layanan, kepuasan pelanggan, komitmen, citra perusahaan, niat beralih, dan komunikasi terhadap loyalitas pelanggan. Sebanyak 100 kuesioner dibagikan kepada pengguna asuransi di Yogyakarta menggunakan purposive sampling. Hasil penelitian menyatakan bahwa semua hipotesis yang dibangun dapat didukung, atau bahwa ada pengaruh yang signifikan terhadap keahlian tenaga penjual, norma subjektif, kualitas layanan, kepuasan pelanggan, komitmen, citra perusahaan, niat beralih, dan komunikasi pada loyalitas pelanggan. Kata kunci: kesetiaan, keahlian tenaga penjual, norma subjektif, kualitas layanan, kepuasan pelanggan, komitmen, citra perusahaan, niat beralih, dan komunikasi

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

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