scholarly journals PERSEPSI NILAI DAN KUALITAS LAYANAN TERHADAP PERILAKU KEWARGANEGARAAN PELANGGAN APLIKASI GO-JEK

2019 ◽  
Keyword(s):  
Data Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Sampling Method ◽  
Perceived Value ◽  
Sampling Technique ◽  
Mediating Effect ◽  
Citizenship Behavior ◽  
Perceived Service Quality ◽  
Customer Citizenship Behavior

This study aims to determine the effect of perceived value and perceived service quality by Go-Jek application users in Surabaya. The population in this study were all Go-Jek users throughout Indonesia. Samples were taken using a non-probability sampling method that specifically uses a purposive sampling technique. Based on the sampling technique, 200 samples were used in this study using Go-Jek in Surabaya. Data collection was carried out using a questionnaire that was distributed directly to respondents. The statistical method used as data analysis is PLS followed by WarpPLS 6.0. The results showed that customer satisfaction partially influenced mediation in service quality with customer citizenship behavior. In addition, customer satisfaction has a partial mediating effect on the perceived value by customer citizenship behavior

scholarly journals PENGARUH EXPERIENTIAL MARKETING DAN PERSEPSI KUALITAS LAYANAN TERHADAP KEPUASAN KONSUMEN PADA RM KHAS SUNDA MANG ENGKING JUANDA DI JAWA TIMUR

2020 ◽  
Vol 15 (2) ◽  
pp. 173-189
Author(s):  
Siti Puti Fauziah Hilman ◽  
Novi Marlena
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Sampling Method ◽  
Sampling Technique ◽  
Experiential Marketing ◽  
Perceived Service Quality ◽  
Simultaneous Effect ◽  
Marketing Variables ◽  
Quantitative Descriptive

The purpose of this study was to determine consumer satisfaction The Mang Engking Juanda Sidoarjo Gubug East Java based on the influence of experiential marketing and perceived service quality. This type of research is a quantitative descriptive. The sampling technique used is non-probability sampling with a purposive sampling method. The sample used was 126 respondents. The results of this study indicate that the experiential marketing variable has a positive and partially significant effect on customer satisfaction of 4.307> 1.979 with a significance value of 0.000 <0.05. Variable perception of service quality has a positive and partially significant effect on customer satisfaction by 4.598> 1.979 significance value 0.000 <0.05. Experiential marketing variables and perceived service quality positive and significant simultaneous effect on customer satisfaction at the Mang Engking Juanda Sidoarjo Governor's Office at 119.102> 3.07 with a significance value of 0.000 <0.05.

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 Analisis Pengaruh Kualitas Pelayanan, Harga, dan Brand Image Terhadap Kepuasan Konsumen Restoran Pizza Hut Cabang Jember

2019 ◽  
Vol 6 (2) ◽  
pp. 147
Author(s):  
Tyas Kurniawati ◽  
Bambang Irawan ◽  
Adi Prasodjo
Keyword(s):  
Data Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Sampling Method ◽  
Brand Image ◽  
Sampling Technique ◽  
Analysis Method ◽  
Research Population ◽  
The Given ◽  
Pizza Hut

This study aims to knowing the influence of service quality, price, and brand image. This study is explanatory research. Population is all Pizza Hut customer Jember branch. The sampling method for this study was doing with nonprobability sampling with purposive sampling technique and it got 120 respondents. Data analysis method is multiple linear regression with confirmatory approach. The hypothesis of research is there was influenced service quality toward customer satisfaction, there was influenced price toward customer saisfaction., and there was influenced of brand image toward customer satisfaction on Pizza Hut Restaurant Jember Branch. The result of study showed up that service quality has influenced customer satisfaction. It indicates that given service by Pizza Hut Restaurant Jember branch according to the customer's hope, and the given service is enough satisfy. In order that, highly service quality will increase customer satisfaction. Price is not influenced customer satisfaction. It cause estimated price in receiving session and normally price is not same as decision from Pizza Hut Jember branch. Brand image is not influenced toward customer satisfaction. It cause brand image which Pizza Hut's got, it has not influenced to positive and negative direction. Keywords: Brand Image, Price, Customer Satisfaction, Service Quality.

scholarly journals ANALISA PENGARUH SERVICE QUALITY DAN PRICE PERCEPTION TERHADAP CUSTOMER SATISFACTION DENGAN PERCEIVED VALUE SEBAGAI VARIABEL INTERVENING PADA COFFEE TOFFEE JATIM EXPO SURABAYA

2018 ◽  
Vol 2 (1) ◽  
Author(s):  
Wiwik Retnaningsih ◽  
Batara hotma Perdana siahan
Keyword(s):  
Data Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Perceived Value ◽  
Sampling Technique ◽  
Equation Modeling ◽  
Price Perception ◽  
Analysis Technique ◽  
The Mind

AbstractCoffee Toffee can be used for meetings or other events. In terms of service Coffee Toffee has an excellent barista and knowledgeable about coffee, cozy atmosphere equipped with various facilities, making Coffee Toffee as a place for those who want to refresh the mind while relaxing and enjoy a cup of cappucino, latte or espresso. This study aims to analyze the effect of service quality and price perception to customer satisfaction with perceived value as intervening variable at Coffee Toffee Jatim ExpoThis research belongs to the type of causal research. The population used is Coffee Toffee East Java Expo Surabaya customers who have purchased Service Quality from Coffee Toffee Jatim Expo Surabaya, while the sample used in this research is 120 people taken by using purposive sampling sampling technique. Data collection was done by distributing questionnaires. Data analysis technique used is Structural Equation Modeling (SEM) with AMOS software.The results in this study indicate that (1) there is influence but not significant from service quality from Coffee Toffee Java Expo Surabaya to perceived value; (2) there is influence but not significant from service quality from Coffee Toffee Jatim Expo Surabaya to customer satisfaction; (3) there is influence Price Perception from Coffee Toffee Jatim Expo Surabaya to perceived value; (4) there is influence of price perception from Coffee Toffee Jatim Expo Surabaya to customer satisfaction; and (5) there is influence perceived value from Coffee Toffee Jatim Expo Surabaya to customer satisfaction. Kata kunci: service quality, price perception, perceived value, customer satisfaction

PENGARUH KUALITAS PRODUK DAN KUALITAS LAYANAN TERHADAP KEPUASAN PELANGGAN

2017 ◽  
Vol 5 (3) ◽  
Author(s):  
Ismail Razak, SE., MS. ◽  
Nirmala Putri Sari
Keyword(s):  
Data Analysis ◽  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Sampling Method ◽  
Primary Data ◽  
Analysis Method ◽  
Simple Linear Regression ◽  
The City

The aim of this study was to analize the effects of product quality and service quality on the customer satisfaction. This study took place in the City of Bekasi and objects in this study are all customer who use the Matrass GM-9000. Primary data was obtained from customers of Matrass GM-9000 in Bekasi City through admission filling of questionnaire by using scale of Likert. The respondent of this study was chosen through accidental sampling method, and data analysis method was simple linear regression and multiple linear regression. The results of this study indicated that product quality and service quality positively and significant influenced the customer satisfaction

scholarly journals The Structural Relationship among Perceived Service Quality, Perceived Value, and Customer Satisfaction-Focused on Starbucks Reserve Coffee Shops in Shanghai, China

2021 ◽  
Vol 13 (15) ◽  
pp. 8633
Author(s):  
Yuhan Ge ◽  
Qing Yuan ◽  
Yaxi Wang ◽  
Keunsoo Park
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Behavioral Intention ◽  
Perceived Value ◽  
Significant Positive Effect ◽  
Coffee Shop ◽  
Perceived Service Quality ◽  
Positive Effects ◽  
Coffee Shops ◽  
Positive Effect

In today’s increasingly competitive coffee industry, the point of running a good coffee shop is no longer to run a coffee and beverage shop simply, but to focus on the quality of service and the value that customers feel as a result. Previous studies have mainly discussed the customer satisfaction and behavioral intention of restaurants, while few studies have explored the influencing factors of customer satisfaction and behavioral intention of chain coffee shops. Given that the perceived service quality theory and DINESERV model can effectively predict customer satisfaction and behavioral intention, this study took 385 consumers in the first Starbucks Reserve flagship store in China as survey objects. SmartPLS 3.0 software was used to explore the relationship among respondents’ perceived service quality, customer perceived value, satisfaction, and behavioral intention. The results show that service quality has a partially significant positive effect on perceived value. Perceived service quality and customers’ perceived value both have significant positive effects on satisfaction. Customers’ satisfaction has a significant positive effect on their behavioral intention. These results indicate that enterprises should strengthen the emotional bond between consumers and enterprises and improve the reliability, assurance, and empathy of perceived service quality to create a better emotional resonance between consumers and the Starbucks brand to improve customer satisfaction. At the same time, it should also promote the symbolic perceived value of Chinese consumers to Starbucks to realize the sustainable development of coffee-shop operation and consumer repurchase. This study expands the research on the service quality, perceived value, and behavioral intention of coffee chain enterprises in the context of non-habitual coffee-drinking countries. Moreover, it provides case support for the operation and research of regional cultural consumption habits of international catering chain enterprises.

The effects of customer satisfaction, perceived value, corporate image and service quality on behavioral intentions in gaming establishments

2014 ◽  
Vol 26 (4) ◽  
pp. 540-565 ◽  
Author(s):  
Hung-Che Wu
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Behavioral Intentions ◽  
Perceived Value ◽  
Corporate Image ◽  
Gaming Industry ◽  
Content Type ◽  
Perceived Service Quality ◽  
Multi Level ◽  
Main Determinants

Purpose – The purpose of this paper is to identify the dimensions of service quality and examining the interrelationships among behavioral intentions, customer satisfaction, perceived value, corporate image and service quality in the gaming industry. A multi-level and hierarchical model is used as a framework to synthesize the effects of customer satisfaction, perceived value, corporate image and service quality on behavioral intentions of customers in the gaming industry. Design/methodology/approach – The data used in this study were based on a sample of 470 at a newly built casino in Macau. Data were analyzed using exploratory factor analysis and regression analysis. Findings – The findings support using a multi-level model consisting of three primary dimensions and ten sub-dimensions to conceptualize and measure perceived service quality. Perceived service quality significantly influences perceived value and corporate image, respectively. In addition, perceived value and corporate image are main determinants of customer satisfaction. Also, customer satisfaction and corporate image significantly affect behavioral intentions. Originality/value – This is the first study synthesizing behavioral intentions, customer satisfaction, perceived value, corporate image and perceived service quality in a Macau casino setting.

scholarly journals The Effect of Service Quality, Price Perception, and Brand Image on Feeling Value, and Customer Satisfaction at Dian Husada Mojokerto Hospital

2021 ◽  
Vol 8 (1) ◽  
pp. 71-80
Author(s):  
Indarwati ◽  
Ida Bagus Cempena ◽  
Ida Bagus Udayana Putra
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Brand Image ◽  
Linear Regression Analysis ◽  
Perceived Value ◽  
T Test ◽  
Test Reliability ◽  
F Test ◽  
Perceived Service Quality ◽  
Price Perception

This study aims to determine the effect of service quality, perceived brand image price and perceived value on consumer satisfaction at Dian Husada Hospital, Mojokerto. The hypothesis in this study is that there is a partial effect of service quality on price perceptions on perceived value and service quality. And there is a significant effect of perceived service quality, price, brand image and perceived value simultaneously affect customer satisfaction at Dian Husada Hospital in Mojokerto. The population used in this study were 100 consumers at Dian Husada Hospital Mojokerto. The data analysis technique used is validity test, reliability test, classical assumption test, descriptive analysis, multiple linear regression analysis, multiple determination analysis, correlation coefficient analysis. The hypothesis test used is the F test and t test. Based on the t test results of Path Sub-Structure 1, service quality, price perception and brand image has a partial effect on perceived value. Based on the results of the t test Sub-Structure 2, the perceived service quality of price and value has a partial effect on service quality and brand image has no partial effect on customer satisfaction; Based on the results of the study of the F-Test Sub-Structure 1, the Sig. <0.05 is 0.000 <0.005, so the variables of Service Quality, Price Perception, and Brand Image have a significant influence on the Perceived Value. And based on the results of the study of the F-Test Sub-Structure Path 2, the value of Sig. <0.05 is 0.000 <0.005, so that the variables of Service Quality, Price Perception, Brand Image.

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

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