scholarly journals PENGARUH PROMOSI DAN KUALITAS PELAYANAN TERHADAP KEPERCAYAAN DAN LOYALITAS DONATUR DOMPET DHUAFA RIAU

2020 ◽  
Vol 31 (1) ◽  
pp. 70
Author(s):  
Andrika Saputra ◽  
Alvi Furwanti Alwie ◽  
Any Widayatsari
Keyword(s):  
Service Quality ◽  
Path Analysis ◽  
Likert Scale ◽  
T Test ◽  
Quantitative Approach ◽  
Survey Method ◽  
Statistical Techniques ◽  
Level Of Significance ◽  
Variable Measurement

This study aims to analyze the effect of promotion and service quality on the trust and loyalty of donors to perform Zakat, Infaq, and Alms in Dompet Dhuafa Riau. This research uses a quantitative approach with a survey method of 312 donors of Dompet Dhuafa Riau. The variable measurement uses a Likert scale with weights from 1 to 5. To analyze the effect of variables X1, X2 on Z through Y using statistical techniques path analysis. To test the level of significance using the t-test. This study found promotion had a positive and significant effect on loyalty, service quality had a positive and significant effect on loyalty, the trust had a positive and significant effect on loyalty, the promotion had an effect on loyalty through trust, and service quality had an effect on loyalty through trust.

scholarly journals PENINGKATAN PEMBELIAN ULANG MELALUI PROMOSI, CITRA PERUSAHAAN, PELAYANANAN DENGAN MEDIASI KEPUASAN PELANGGAN

2019 ◽  
Vol 2 (1) ◽  
pp. 40-55
Author(s):  
R. R Eko Setyowati Redjeki ◽  
Ngatno Ngatno
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Corporate Image ◽  
Quantitative Approach ◽  
Survey Method ◽  
Electronic Auctions ◽  
Repeat Purchase ◽  
Construction Services ◽  
Very High

AbstrakSejak diberlakukannya lelang elektronik, persaingan bisnis jasa konstruksi sangat tinggi.Hal ini berdampak  pada berkurangnya paket pekerjaan dan penurunan jumlah pelanggan,sehingga mengurangi pendapatan dan laba perusahaan. Tujuan dari studi ini adalahmenganalisis pengaruh promosi, citra perusahaan, pelayanan terhadap kepuasan pelanggandalam meningkatkan pembelian ulang. Penelitian ini menggunakan pendekatan kuantitatifeksplanatori dengan metode survei. Sampel penelitian adalah sebanyak 53 user CV. SelaksaPrada, diambil dengan menggunakan metode sensus. Teknik analisis data digunakan analisisjalur. Hasil penelitian menunjukkan terdapat pengaruh positif promosi, citra perusahaan,pelayanan terhadap kepuasan pelanggan. Hasil selanjutnya menjelaskan terdapat pengaruhpositif promosi, citra perusahaan, pelayanan dan kepuasan pelanggan terhadap pembelianulang.Kata kunci: promosi, citra perusahaan, pelayanan, kepuasan pelanggan, pembelian ulang.AbstractSince the introduction of electronic auctions, the competition of construction services businessis very high. These results in reduced work packages and decreases in subscriber numbers,thereby reducing earnings and profits. The purposes of this study are to analyze the influenceof promotion, corporate image, and service to customer satisfaction, toward increase repeatpurchase. This study used explanatory quantitative approach with survey method. The samplesof research are 53 users CV. Selaksa Prada, taken using the census method. Data analysistechniques path analysis. The results showed there are positive influences of promotion,corporate image, and service to customer satisfaction. The results further explain that thereare positive influences of promotion, corporate image, service, and customer satisfaction withrepeat purchaseKeywords : Promotion,Corporate image,service quality,Customer satisfaction, Repeat purchase

scholarly journals Analisis Pengaruh Service Quality, Personal Selling dan Complain Handling Melalui Satisfaction Serta Trust terhadap Customer Retention (Survei Nasabah Tabungan Bank Harda Internasional Cabang Pontianak)

2018 ◽  
Vol 7 (2) ◽  
pp. 132
Author(s):  
Nico Yudhinata Lay ◽  
Erna Listiana ◽  
Heriyadi Heriyadi
Keyword(s):  
Service Quality ◽  
Path Analysis ◽  
Significant Influence ◽  
Hypothesis Test ◽  
Personal Selling ◽  
Customer Retention ◽  
T Test ◽  
Survey Method ◽  
Test Results ◽  
Savings Bank

This study aims to determine the effects of service quality, personal selling and complain handling through satisfaction and trust on customer retention on the customer of Harda International Savings Bank, in Pontianak branch. The sample of this study consisted of 100 respondents of customers of Harda International Savings Bank, Pontianak. This associative study employed a survey method and a path analysis. The results of hypothesis test using test-F shows that the variables of service quality, personal selling, and complain handling have significant influence on satisfaction. Likewise the t-test results of hypothesis shows the variables of service quality, personal selling, and complain handling significantly influence satisfaction. Subsequently, satisfaction variable has significant influence on trust and customer retention. Meanwhile, trust variable has significant influence on customer retention.

scholarly journals Subjective norms as a mediation of the opportunity to donate factors and agreeableness personality that can affect the intention to donate

2022 ◽  
Vol 12 (2) ◽  
pp. 75-80 ◽  
Author(s):  
Agus Susanto ◽  
Muhammad Al Musadieq ◽  
Kadarisman Hidayat ◽  
Mohammad Iqbal
Keyword(s):  
Data Analysis ◽  
Likert Scale ◽  
Subjective Norms ◽  
Quantitative Approach ◽  
Survey Method ◽  
The Relationship ◽  
Scale Data

The purpose of this study was to determine the role of subjective norms as a mediation between the relationship opportunity to donate and agreeableness personality on intention to donate. This research includes a quantitative approach with a survey method distributed to 400 participants of BPJAMSOSTEK East Java Province using a Likert scale. Data analysis using SEM using WarpPLS 6.0 software. The results of this study state that subjective norms can be a link between the opportunity to donate and in accordance with the intention to donate. This can increase the intention to donate for BPJAMSOSTEK participants. The increased intention to donate owned by participants will increase participants who donate.

scholarly journals Meningkatkan Kepuasan Nasabah Melalui Kualitas Pelayanan yang di Mediasi oleh Kepercayaan (Survey Pada BRI Kcp Unit Kuamang Kuning Kabupaten Bungo)

2019 ◽  
Vol 4 (1) ◽  
pp. 156
Author(s):  
Andri Yandi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Statistical Method ◽  
Significant Influence ◽  
Survey Method ◽  
Customer Trust

This study aims to analyze the effect of service quality on customer trust and satisfaction, trust in customer satisfaction, and analyze the influence of service quality through trust as a variable intervening on customer satisfaction. the sample is 384. The method of collecting data uses a survey method, which is followed by a statistical method to test the hypothesis that is by path analysis. The results of this study indicate that service quality has a positive and significant effect on customer trust and satisfaction, as well as trust has a positive and significant influence on customer satisfaction. In addition, service quality through trust also has an influence on customer satisfaction.

scholarly journals PEMBERDAYAAN KARYAWAN DAN KUALITAS PELAYANAN PADA PERUSAHAAN PELAYARAN

2016 ◽  
Vol 3 (3) ◽  
pp. 339
Author(s):  
Muh Kadarisman ◽  
Gatot Cahyo Sudewo ◽  
Yosi Pahala
Keyword(s):  
Organizational Culture ◽  
Data Analysis ◽  
Service Quality ◽  
Strategic Management ◽  
Quantitative Approach ◽  
Survey Method ◽  
Independent Variables ◽  
Strong Relation ◽  
Relationship Of ◽  
The Relationship

This research aims to find out the relationship of strategic management, organizational culture and employees’ empowerment with service quality. This research is carried on at PT Sillo Bahari Nusantara using quantitative approach with survey method. The population of this study is the employees at PT Sillo Bahari Nusantara Jakarta 2015. The samples used in this study are 50 respondents which are selected randomly. The data is analyzed using descriptive statistic technic and parametric inferential. Based on data analysis it can be concluded that all the independent variables like strategic management, organizational culture, and employees’ empowerment have a positive and strong relation towards service quality, either partially or simultaneously. Therefore, the service quality can be increased by improving strategic management, organizational culture and employees’ empowerment.

scholarly journals The Influence of Employee Promotion, Upward Downward Communication and Work Environment on Job Satisfaction of PT. Holcim Indonesia, Tbk

2020 ◽  
Vol 10 (1) ◽  
pp. 176
Author(s):  
Albert Yansen ◽  
Yetti Supriyati ◽  
Kadir
Keyword(s):  
Job Satisfaction ◽  
Strategic Planning ◽  
Path Analysis ◽  
Work Environment ◽  
Human Resource Development ◽  
Human Resource ◽  
Resource Development ◽  
Quantitative Approach ◽  
Survey Method ◽  
Employee Job Satisfaction

This study aims to determine the influence of employee promotions, upward downward communication, and work environment on employee job satisfaction. This research uses a quantitative approach using a survey method (questionnaire).Path analysis is used to analyse the data collected. The population in this study were all employees of PT. Holcim Indonesia, Tbk, who have a working period of 10 years and over, totalling 510 people spread across all plants in Indonesia. The number of samples taken in this study were 225 people who were randomly selected.The results showed that job satisfaction was directly influenced by employee promotions, upward downward communication, and work environment. The study also found that the work environment was influenced by employee promotion and upward downward communication. This study also found that job satisfaction is indirectly influenced by the promotion and upward downward communication through the work environment. Based on these findings it can be concluded that any changes that occur in employee job satisfaction are influenced by employee promotion, upward downward communication, and work environment. Therefore employee job satisfaction, employee promotions, upward downward communication, and work environment can be taken into consideration in making strategic planning for human resource development.

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

scholarly journals Pengaruh Kualitas Layanan terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan sebagai Variabel Intervening (Studi pada Pelanggan Dunkin’ Donuts di Surabaya dan Sidoarjo)

2018 ◽  
Vol 9 (1) ◽  
pp. 43
Author(s):  
Kiki Amelia Dewi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Customer Loyalty ◽  
Likert Scale ◽  
Scale Analysis ◽  
Men And Women ◽  
Probability Sampling ◽  
Sample Object

The purpose of this study is to find out is there any influence of service quality on customer loyalty through customer satisfaction as intervening variable on customer Dunkin’ Donuts in Surabaya and Sidoarjo. This research using non-probability sampling with judgemental sampling as sampling category. This research take 220 people as a respondents of the sample object. The respondents of this research is the customer Dunkin 'Donuts men and women aged 18-50 years who have made a purchase and consume directly at the Dunkin' Donuts at least 2 times in the last 3 months. The instruments used is an observation, documentation, interview and questionnaire that analyzed using a Likert scale. Analysis of data using path analysis. The result of this research showed that there is any influence of service quality on customer loyalty through customer satisfaction as intervening variable.  

scholarly journals MUTU LAYANAN AKADEMIK SEBAGAI DETERMINAN KEPUASAN MAHASISWA

2016 ◽  
Vol 1 (1) ◽  
pp. 136
Author(s):  
Nadira Martasubrata ◽  
Suwatno Suwatno
Keyword(s):  
Data Analysis ◽  
Service Quality ◽  
Student Satisfaction ◽  
Significant Influence ◽  
Business Education ◽  
Likert Scale ◽  
Scale Model ◽  
Survey Method ◽  
Academic Service Quality ◽  
Simple Regression

Penelitian ini bertujuan untuk memperoleh gambaran mengenai tingkat mutu layanan akademik dan tingkat kepuasan mahasiswa, juga untuk menganalisis pengaruh mutu layanan akademik terhadap kepuasan mahasiswa. Penelitian ini menggunakan metode eksplanatory survey. Teknik pengumpulan data dalam penelitian ini menggunakan angket dengan model skala likert. Responden dalam penelitian ini berjumlah 348 mahasiswa salah satu universitas di Bandung. Teknik analisis data menggunakan regresi sederhana. Berdasarkan hasil penelitian, tingkat mutu layanan akademik berada pada kategori sedang, dan tingkat kepuasan mahasiswa berada pada kategori sedang. Dari hasil analisis regresi sederhana menunjukan bahwa mutu layanan akademik berpengaruh positif dan signifikan terhadap kepuasan mahasiswa. Dengan demikian lembaga perlu meningkatkan mutu layanan akademik agar kepuasan mahasiswanya pun meningkat.Kata Kunci: mutu layanan akademik, kepuasan mahasiswaACADEMIC SERVICE QUALITY AS DETERMINANT OF STUDENT SATISFACTIONThe aim of this research is to obtain an overview of the level of academic service quality and student satisfaction in Faculty of Economic and Business Education, also to analyze the influence of academic service quality on student satisfaction. This research used explanatory survey method. The data were obtained used questionnaire with likert scale model. The respondents in this reseach were 348 student of university in Bandung.  The data was analyzed by using simple regression. The result of the data analysis revealed that academic service quality was classified as middle category, also student satisfaction classified as middle category. Based on the analyzed of simple regression, the result revealed that academic service quality has the positive and significant influence toward student satisfaction. Thus the organization need to improve academic service quality that the student satisfaction is also improve.Keywords: academic service quality, student satisfaction

scholarly journals PENGARUH KOMPENSASI, STRES KERJA, DAN KOMUNIKASI TERHADAP KINERJA KARYAWAN PT BANK RAKYAT INDONESIA CABANG PUWOKERTO

Media Ekonomi ◽  
2016 ◽  
Vol 16 (2) ◽  
pp. 220
Author(s):  
Lynawati Lynawati
Keyword(s):  
Path Analysis ◽  
Work Stress ◽  
Significant Influence ◽  
Research Method ◽  
Hypothesis Test ◽  
Sampling Technique ◽  
T Test ◽  
F Test ◽  
Communication Performance ◽  
Level Of Significance

This research aimed to know the influence of compensation, work stress, and communication towards employees performance and which variable among compensation, work stress, and communication have biggest influence towards employees performance. The hypothesis proposed is : 1) Compensation, work stress, and communication have significant influence towards employees performance of BRI Purwokerto Branch. 2) Compensation has biggest influence towards employees performance of BRI Purwokerto Branch compared by work stress and communication. This research was conducted at BRI Purwokerto Branch with the target is employees at its bank. Research method used survey. Data collecting method used questionnare, observation and documentation. Sampling technique used total sampling. Data analyzed method used path analysis. The first hypothesis test used F-test and t-test, while second hypothesis test used proportionate influence. Results of research showed that compensation, work stress, and communication both of partially and simultantly, have significant influence towards employees performance. It was proved by value of F-test and t-test bigger than F-table and t-table in level of significance 95%. Based from the result, so the first hypothesis was accepted. Compensation have biggest influence towards employees performance compared by work stress and communication. It was proved by value of proportionate influence is on variable of compensation. Based from that result, so the second hypothesis was accepted. Keywords: Compensation, Work stress, Communication, Performance

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