scholarly journals SIKAP DAN KEPUASAN KONSUMEN AYAM PROBIO DI KOTA METRO DAN BANDAR LAMPUNG

2020 ◽  
Vol 8 (3) ◽  
pp. 418
Author(s):  
Ellenia Agustia D S ◽  
Dwi Haryono ◽  
Adia Nugraha
Keyword(s):  
Decision Making ◽  
Customer Satisfaction ◽  
Consumer Satisfaction ◽  
Descriptive Analysis ◽  
Sampling Technique ◽  
Consumer Attitudes ◽  
Total Sample ◽  
Satisfaction Index ◽  
Scale Range ◽  
Chicken Farm

This study aims to determine the characteristics, stages of decision making, attitudes, and the level of consumer satisfaction on consuming probio chicken. The research location was determined purposively at probio chicken farm of Kelompok Peternak Ayam (KPA) Berkat Usaha Bersama (BeUBe) 21C Yosomulyo Metro, Transmart, Giant Kedaton and Carrefour in Bandar Lampung. The research was conducted as a survey, in which total sample constituted of 30 people recruited using accidental sampling technique. Data were collected by interviewing using questionnaires and analyzed by using descriptive analysis, Multiatribute Fishbein, and Consumer Satisfaction Index (CSI). The results showed that most consumers were women (60%). The highest frequency of purchasing probio chicken was once a month (36.67%). Consumer's decision-making stages showed that consumers bought probio chicken meat to meet their needs of improving nutrition. Consumers’ purchase was influenced by their family in which influencing factors were chicken taste and quality. Based on the analysis of consumer attitudes using Fishbein multiattribute model, it showed that multiatribute of attitude scores (Ao) equal to 157.83 and flavor attributes was become the highest score (22.09). Based on CSI, the level of customer satisfaction was 83.51%, in the scale range 0.81 to 1.00; meaning that consumers were very satisfied on consuming probio chicken.Key words: attitude, probio chicken, satisfaction

scholarly journals ANALISIS KUALITAS PELAYANAN DENGAN MENGGUNAKAN METODE FUZZY-SERVQUAL PADA KANTOR POS PUSAT KOTA PADANG

Jurnal Ecogen ◽  
2019 ◽  
Vol 2 (1) ◽  
pp. 18
Author(s):  
Widia Afriyuni ◽  
Rahmiati Rahmiati ◽  
Muthia Roza Linda
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Sampling Technique ◽  
Total Sample ◽  
Primary Data ◽  
Post Office ◽  
City Center ◽  
A Value ◽  
Analysis Technique

This study aims to analyze: (1) The level of customer satisfaction with the quality provided by the Padang City Center Post Office (2) Service attributes that need to be improved in service quality at the Padang City Center Post Office so as to improve customer satisfaction (3) Quality dimensions services that have the greatest influence on customer satisfaction at the Padang City Center Post Office. The population of this research is the Post Office customers with unknown number of respondents. The sampling technique of this study was accidental sampling technique with a total sample of 100 people. The data used is primary data. The data analysis technique uses the fuzzy-servqual method using Microsoft Excel software. The results showed that: (1) The level of consumer satisfaction is low because the overall servqual (gap) value is negative, namely -0.75 (2) There are 17 attributes that need to be improved from the 22 attributes that are tested to improve the quality of service at the Post Office Padang City Center (3) Dimensions of service quality with the biggest gap is the dimension of responsiveness with a value of -1.32.Keywords: Service Quality, fuzzy-servqual, customer satisfaction

scholarly journals The Effect of Brand Equity and Electronic Word of Mouth (E - WOM) on Customer Satisfaction and Loyalty in E-commerce Marketplace

2021 ◽  
Vol 8 (4) ◽  
pp. 308-315
Author(s):  
Adhy Arya Hendrata ◽  
Netti Tinaprilla ◽  
Arief Safari
Keyword(s):  
Customer Satisfaction ◽  
Brand Equity ◽  
Customer Loyalty ◽  
Consumer Satisfaction ◽  
Word Of Mouth ◽  
Sampling Technique ◽  
Total Sample ◽  
Positive Influence ◽  
Electronic Word Of Mouth ◽  
Positive Effect

E-commerce in Indonesia is currently developing rapidly in line with the era of globalization. Brand equity and electronic word of mouth is one aspect that e-commerce really cares about. Tokopedia, Shopee, Lazada and Bukalapak are competing fiercely to maintain their competitive advantage by creating good brand equity. Therefore, it is interesting to learn about brand equity in building customer satisfaction and customer loyalty. The aim of this study is (1) Analyzing brand equity in the e-commerce marketplace, (2) Calculating the level of overall consumer satisfaction and loyalty to the four e-commerce marketplaces,(3) Identifying the elements of brand equity and electronic word of mouth that affect brand satisfaction and loyalty to the four e-commerce marketplace companies. The sampling technique in research uses non-probability sampling method with convenience sampling technique. This study used a total sample of 100 people service users of the e-commerce marketplace companies Tokopedia, Shopee, Lazada, and Bukalapak. Processed using SEM-PLS. Based on the research results, the elements of brand equity and electronic word of mouth have a positive influence on consumer satisfaction. In the Tokopedia and Shopee brands, there is one element of brand equity that has no effect, namely brand association and brand awareness. Lazada, one element that affects satisfaction, Bukalapak has a positive effect on satisfaction, namely electronic word of mouth. Consumer satisfaction has a significant positive effect on consumer loyalty. Keywords: E-Wom, Brand Equity, Customer Loyalty, Customer Satisfaction, SEM-PLS.

scholarly journals Analisis Kepuasan dan Loyalitas Konsumen Midori Japanaese Restaurant Cabang K.H. Wahid Hasyim Jakarta Pusat

1970 ◽  
Vol 1 (1) ◽  
pp. 54-65
Author(s):  
Tintin Sarianti ◽  
Rr. Prita E Putriana
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Consumer Satisfaction ◽  
Descriptive Analysis ◽  
Marketing Strategies ◽  
Consumer Loyalty ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
The Times

Citizen consumption for the times towards food is more increase. This matter will be influenced by the increasing need of citizen on nutrition and nutrient. This phenomenon is followed by the existence of many restaurants as business caterers. Jakarta is one of the cities in Indonesia with a variety of diversity, including in terms of food. There are various kinds of foods sold in restaurants in Jakarta, both from within and outside the country. One of them is a unique Japanese food. Currently, there are more and more Japanese food restaurants in Jakarta. One of the restaurants that still survive until this day is Midori Japanese Restaurant. In maintaining its business, Midori Japanese Restaurant needed to explore its consumer characteristics, consumer satisfaction, and consumer loyalty. The restaurant can implement marketing strategies to maintain its business. This research was commenced from March to May 2010 and conducted at Midori Japanese Restaurant branch K.H. Wahid Hasyim Central Jakarta. This research used descriptive analysis for consumer characteristics, Customer Satisfaction Index (CSI), Importance Performance Analysis (IPA) to know the attributes improvements, and loyalty pyramid to determine the level of consumer loyalty. This research also provided recommendations that can be done as marketing strategy.Keywords: Japanese food, consumer characteristics, consumer satisfaction, consumer loyalty, descriptive analysis, Customer Satisfaction Index (CSI), Importance Performance Analysis (IPA), loyalty pyramid.

scholarly journals Analisis Strategi Pemasaran di Toko Najwa Dalam Menciptakan Kepuasan Pelanggan

2021 ◽  
Vol 1 (1) ◽  
pp. 46-54
Author(s):  
Suci Larasati ◽  
Moh. Kadri
Keyword(s):  
Data Collection ◽  
Customer Satisfaction ◽  
Marketing Strategy ◽  
Consumer Satisfaction ◽  
Sampling Technique ◽  
Total Sample ◽  
Marketing Mix ◽  
Collection Method ◽  
Location Service ◽  
Quality Product

This study aims to determine the Marketing Strategy at Najwa Store in creating customer satisfaction. This type of research is descriptive quantitative, the total sample of 15 customers with a sampling technique that census. The data collection method is direct observation, interviews and by using a questionnaire. The results of this study indicate that in creating customer satisfaction at Najwa Store it is important to know the importance of the marketing mix that is the set of variables used by Najwa Stores to increase consumer satisfaction (buyers), wherein the variables of the marketing mix consists of seven variables: price, product completeness, promotion of goods, location, service quality, product quality, and facilities.

scholarly journals PENGARUH E-SERVICE QUALITY DAN E-TRUST TERHADAP KEPUASAN NASABAH PENGGUNA BNI MOBILE BANKING MELALUI CITRA BANK SEBAGAI VARIABEL INTERVENING

2020 ◽  
Vol 22 (1) ◽  
pp. 55-63
Author(s):  
Sri Nawangasari ◽  
Nadea Dwirahma Putri
Keyword(s):  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Descriptive Analysis ◽  
Sampling Technique ◽  
Total Sample ◽  
Primary Data ◽  
Mobile Banking ◽  
Improve Service Quality

This study aims to determine the effect of e-service quality and e-trust on customer satisfaction of BNI Mobile banking users through the image of the bank as an intervening variable. Data used in this study are primary data, data collection through questionnaires with a total sample of 185 respondents who are "BNI Mobile banking" customers use a purposive sampling technique. Analysis of the data used is descriptive analysis and path analysis. The results showed that: The e-service quality variable directly affected the customer satisfaction variable; The e-trust variable directly influences the customer satisfaction variable; e-service quality variables affect the image of the bank, e-trust variables affect the image of the bank, and the image of the bank affect customer satisfaction. Thus, BNI Bank should continue to improve service quality and trust in the Bank so that customers feel satisfied so that the bank's reputation is better.

scholarly journals The Behavior of Consumer Satisfaction in The Process of Purchasing Decisions in the Umkm Culinary Bogor North Bogor City

2019 ◽  
Vol 6 (4) ◽  
pp. 199
Author(s):  
Lina Aryani ◽  
Desmintari Desmintari
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Consumer Satisfaction ◽  
Descriptive Analysis ◽  
Primary Data ◽  
Purchasing Decisions ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Population Member ◽  
Data Source

The purpose of this study was to identify and determine the consumers’ behavior and satisfaction in purchasing decisions at North Bogor UMKM. Populations of this study are consumers who have shopped UMKM culinary products in North Bogor. The research method used was Non Probability sampling method, where not all the population member have the same opportunity to be a sample (prospective respondents), but respondents who are making purchases at UMKM in North Bogor District. The data source used is primary data obtained by using a questionnaire with a sample of 70 respondents who visited culinary UMKM in North Bogor. Data analysis in this study used three approaches: descriptive analysis, IPA (Importance Performance Analysis) analysis, and CSI analysis (Customer Satisfaction Index). The conclusions from the Importance Performance Analysis (IPA) test was the attributes that need to be considered and become the main priority for improvement are quadrant I (food hygiene, affordable price, and “harga sesuai dengan kualitas”). The results of the CSI method (Customer Satisfaction Index) show the level of customer satisfaction at 81.86%. This value is in the range of 80-100%, thus overall consumers feel very satisfied with the purchasing decisions at North Bogor UMKM. The output of this study is publications in accredited national journals/proceeding.

scholarly journals TINGKAT KEPUASAN KONSUMEN TERHADAP RESTORAN HAPPY COW STEAK BOGOR JAWA BARAT

2017 ◽  
Vol 5 (2) ◽  
pp. 139-158
Author(s):  
Ayumi Fitriani Gunawan ◽  
Wahyu Budi Priatna
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Information Search ◽  
Consumer Satisfaction ◽  
Descriptive Analysis ◽  
Purchase Behavior ◽  
Alternative Evaluation ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Post Purchase

Happy Cow Steak is a restaurant in Bogor which offers western menu with steak as its main product. The aim of this research was to find out the characteristic of Happy Cow Steak’s consumers, buying decision process, and consumer satisfaction. There were 90 respondents participating in this reserach. The methods used in this study were descriptive analysis, Importance Performance Analysis (IPA), and Customer Satisfaction Index (CSI). The research showed that the majority of consumers who visited Happy Cow Steak Restaurant were women, 21-30 years old, income between Rp 500.000 to Rp 1.499.999 per month, bachelors and senior high school, graduate students, not married, and lived in Bogor. There were five stages which the happy cow steak consumers had in their buying decision making process, i.e. need recognition, information search, alternative evaluation, purchase decision, and post-purchase behavior. Importance Performance Analysis (IPA) showed that the steak cutlery availability, restaurant cleanness, and restaurant comfort were the priority to be improved to meet customer satisfaction. Based on Customer Satisfaction Index (CSI) test, consumer satisfaction level of Happy Cow Steak Restaurant was 71, 94 percent implying that the customers were satisfied.

scholarly journals SIKAP DAN KEPUASAN KONSUMEN TERHADAP PRODUK TEMPE BERMEREK DAN TEMPE TANPA MEREK DI BANDAR LAMPUNG

2020 ◽  
Vol 8 (3) ◽  
pp. 431
Author(s):  
Ivo Revita ◽  
Teguh Endaryanto ◽  
Indah Nurmayasari
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Consumer Satisfaction ◽  
Family Income ◽  
Consumer Attitudes ◽  
Product Attributes ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Descriptive Qualitative

This study aims to determine the consumer characteristics, consumer attitudes, and consumer satisfaction of branded and unbranded tempeh in Bandar Lampung. The research is conducted at Pasir Gintung Market. The research samples are 78 people chosen by nonprobability sampling. The data is analyzed by descriptive qualitative, The Multi-attribute Fishbein Models, Customer Satisfaction Index and Importance Performance Analysis. The results showed that the branded and unbranded tempeh consumers were mostly housewives aged 36-50 years old with family income ranging from Rp3,500,000.00-5,000,000.00/month. More than 50 percent consumers were Javanese living in distance of 0-3 km from the market and bought tempeh in the morning. The results showed that consumer gave the highest attitude scored to the cleanliness attribute of branded tempeh and the taste attribute of unbranded tempeh. The level of consumer satisfaction of branded tempeh and unbranded tempeh were 79.39 percent and 80.47 percent included to the satisfied categories. The performance of product attributes of branded tempeh has beed in accordance with the wishes of consumers. Whereas, the attributes of product cleanliness and product purity of the unbranded tempeh was needed to be improved.Key words: attitude, consumers, satisfaction, tempeh

scholarly journals ANALISIS KEPUASAN KONSUMEN TERHADAP PRODUK SAMBAL KEMASAN UNTUK FORMULASI PERBAIKAN STRATEGI PRODUK

BISMA ◽  
2021 ◽  
Vol 15 (1) ◽  
pp. 47
Author(s):  
Fitriani Rahayu ◽  
Cecep Barkah ◽  
Arianis Chan ◽  
Pratami Wulan Tresna
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Descriptive Analysis ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Marketing Strategies ◽  
Level Of Satisfaction ◽  
High Level

Consumers have a high level of satisfaction with the quality of taste, flavour variants, packaging quality, price, and service quality of Sambel Gendang, while consumers have a low level of satisfaction with the level of spiciness of the product. This study aims to investigate the level of consumer satisfaction and formulate product strategy improvements to be proposed by considering customer satisfaction. Therefore, consumers can repurchase the products and become Sambel Gendang customers. This research uses descriptive analysis research with a quantitative approach. The population of this study was Sambel Gendang consumers. A total of 60 people were taken as samples by using probability sampling technique, and simple random sampling method. The results of this study revealed that 43.3% of respondents were satisfied with the taste quality, 41.7% were dissatisfied with the level of spiciness, 35% were satisfied with the flavour variant, 53.3% were satisfied with the packaging, 41.7% were satisfied with the price, 46.7% were satisfied with the service quality. The proposed marketing strategy by considering customer satisfaction is focused on product and promotion strategies to increase the sales market. Keywords: business, customer satisfaction, product, marketing strategies.

scholarly journals TOURISM DECISION MAKING AND THE EFFECT OF SATISFACTION IN AGRO TAMBI TOURISM

2019 ◽  
Vol 4 (16) ◽  
pp. 56-69
Author(s):  
Faishal Permana ◽  
Masyhuri Masyhuri ◽  
Any Suryantini
Keyword(s):  
Decision Making ◽  
Customer Satisfaction ◽  
Descriptive Analysis ◽  
Decision Making Process ◽  
Probabilistic Sampling ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Business Line ◽  
Marketing Costs ◽  
Willingness To Recommend

Agrotourism in Indonesia is one of the interesting destinations to be visited by tourists, which encourages PT Perkebunan Tambi which focuses on tea production to create a business line to increase revenue for the company through the establishment of Agro Tambi Tourism in 2001. Understanding the consumer characteristics of Agro Tourism that are different from consumers of tea products, causes the need for further study. Improving Service Quality is important to increase customer satisfaction. Increasing satisfaction leads to the willingness of the customer to recommend it to others. The purpose of this study is to understand tourist's perception of the decision-making process, knowing the tourist's satisfaction and to examine the effect of the decision-making process toward satisfaction that is the willingness to recommend Agro Tambi Tourism. The basic method in this research was used descriptive analysis method, Customer Satisfaction Index and regression analysis. A survey by non- probabilistic sampling was carried out to collect data, and 100 tourists observed as respondents. SPSS 17 was used to analysis those data. The results of the study showed that tourists' perceptions were based on the benefits of travel. The Customer Satisfaction Index was 82.25 percent, which stated that tourists were very satisfied, and 88 percent of tourists agreed to recommend Agro Tambi Tourism. Source of information, travel expense, and advantage of travel had a significant influence on the willingness of tourists to recommend Agro Tambi Tourism to family and friends. Agro Tambi Tourism must provide activities that can increase the benefits and satisfaction of tourists. Thus, the recommendations to family and friends lead to reduced marketing costs for Agro Tambi Tourism.

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