scholarly journals PENGARUH KUALITAS PELAYANAN DAN NILAI PELANGGAN TERHADAP KEPUASAN PENGUNJUNG TEMPAT WISATA HAIROS WATERPARK MEDAN

2018 ◽  
Vol 12 (2) ◽  
Author(s):  
Apriandi Sembiring ◽  
Sri Rezeki
Keyword(s):  
Service Quality ◽  
Customer Value ◽  
Hypothesis Test ◽  
Linear Regression Analysis ◽  
Test Validity ◽  
Multiple Linear Regression Analysis ◽  
Test Results ◽  
Visitor Satisfaction ◽  
Item Reliability

This research aims to determine the effect of Service Quality and Customer Value at the Visitor Satisfaction  at Hairos Waterpark Medan. Based on the results of pre-study to do an interview to Manager Hairos Waterpark Medan, the population in this study is that consumers who visit with the average number of 3,468 per month. Accindental sampling using sampling with a sample of 97 people visitors .The test used is the test data quality and classical assumption. The hypothesis test uses multiple linear regression analysis, f test and t test. Validity of test results obtained t> t table for each item reliability test questions and questionnaires obtained a Cronbach alpha of each variable is 0.792 for the variable X1, 0.698 for X2 and 0.605 for the variable Y. This value is greater than the level that is significantly rtabel 0.361. The data analysis of each variable regression equation Y = 9.618 + 0.256 X1 + 0.216 X2 + e. Retrieved R2 of 0.234, which means the X1 and X2 explain the effect on variable Y by 23.4% while the remaining 76.6% is explained variables outside the company. The resulting partial test each independent variables affect the dependent variable with research significance less than 0.05, and the results of the test-simultaneous calculation of 14.369 with Ftable 3.09 which means Fresult> F table with a level of significant (α) 0,000 <0, 05, which means that the hypothesis is accepted that the quality of service and customer value together significant effect on visitor satisfaction hairos waterpark attractions terrain. Keyword : Service Quality, Customer Value, Visitor Satisfaction

PENGARUH KUALITAS LAYANAN DAN NILAI PELANGGAN TERHADAP KEPUASAN PELANGGAN TOKO SERBA ADA MATAHARI DI PONDOK GEDE PLAZA KOTA BEKASI

2017 ◽  
Vol 5 (3) ◽  
Author(s):  
Drs. Iwan Kurniawan Subagja, SE., MM. ◽  
Adista Fitriani
Keyword(s):  
Regression Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Value ◽  
Research Study ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Analysis Technique ◽  
Study Population

Business competition is currently increasingly stringent requires that marketers develop marketing strategy that is telling. Companies that win business competition can solidify the company's position to survive in the future. This research study aims to analyze the effect of service quality and customer value on customer satisfaction of Multipurpose Shop Matahari in Pondok Gede Plaza simultaneously and partially. The study population is all customers of multipurpose store Matahari. This research uses multiple linear regression analysis technique, with survey data and questionnaire to 130 respondents. The results of this study indicate that the quality of service and customer value positively and significantly affect the customer satisfaction, service quality and customer value positively and partially significant to customer satisfaction.

scholarly journals Pengaruh Kualitas Pelayanan Dan Kepuasan Pelanggan Terhadap Keinginan Berbelanja Pada Coco Mart Tabanan

2020 ◽  
Vol 2 (1) ◽  
pp. 46-58
Author(s):  
Ni Wayan Ari Sudiartini ◽  
Ni Ketut Murdani ◽  
Ni Kadek Candra Dewi
Keyword(s):  
Regression Analysis ◽  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Test Results ◽  
Positive Effect

This research aims to find out how the influence of service quality and customer satisfaction to desire to shop at Coco Mart Tabanan. The data used in this research is quantitative data and then processed using multiple linear regression analysis. Population in this research were consumers who made purchases in Coco Mart Tabanan, with a sample of 60 people.Test results of multiple linear regression analysis obtained equation Y = - 0,465 + 0,236X1+ 0,289X2,  which means the quality of service variables (X1) and customer satisfaction (X2) have a significant positive effect on the desire to shop (Y). The correlation test results show that the correlation coefficient of = 0,889 lies between 0,80-1,00 which means that the effect between service quality  (X1) and customer satisfaction (X2) with shopping desire (Y) is very strong. Determination test results, adjusted amount of R2 is 0,790 this means the influence of service quality and customer satisfaction to the desire to shop for 79,0% while the remaining 21,0% influenced by other factors not examined. The results of the f test and t test show that the hypothesis which reads “ there is a significant influence between service quality (X1) and customer satisfaction (X2) on shopping desire (Y) “ can be received by testing significant level 0,000 is smaller than 0,05. 

scholarly journals PENGARUH KUALITAS JASA TERHADAP KEPUASAN PENGUNJUNG OBYEK WISATA GUA PINDUL

2017 ◽  
Vol 1 (2) ◽  
pp. 68-81
Author(s):  
Maricha Permata Putri
Keyword(s):  
Regression Analysis ◽  
Linear Regression ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Level Of Service ◽  
Visitor Satisfaction ◽  
Fifth Dimension

Obyek wisata merupakan produk jasa yang ditawarkan oleh suatu perusahaan jasa dengan harapan agar pengunjung datang untuk berkunjung dan menikmati obyek wisata yang ditawarkan. Untuk dapat menarik minat pengunjung, pengelola harus dapat memberikan kualitas pelayanan terbaik untuk menciptakan suatu kepuasan terhadap pengunjung. Kualitas pelayanan mempunyai lima dimensi yang meliputi bukti langsung (tangibles), kehandalan (reliability), ketanggapan (reponsiveness), jaminan (assurance) dan empati (emphaty), kelima dimensi tersebut yang diacu dan dijadikan variabel dalam penelitian ini guna untuk mengetaui pengaruh kualitas jasa terhadap kepuasan pengunjung obyek wisata Gua Pindul. Dalam penelitian ini pendekatan yang digunakan ialah kualitatif dengan analisis regresi linear berganda dan analisis uji beda (ANOVA). Analisis uji beda digunakan untuk mengetaui perbedaan tingkat kualitas jasa pada keempat pengelola atau sekretariat yang terdaat di obyek wisata Gua Pindul. Sample yang digunakan untuk penelitian ini sebanyak 300 responden, dalam satu sekretariat terdapat 75 kuota responden. Sedangkan analisis regresi linear berganda digunakan untuk mengetahui kualitas jasa yang terdapat pada obyek wisata Gua Pindul terhadap kepuasan pengunjung.Dari hasil analisis regresi linear berganda diketahui bahwa variabel yang terdapat pada penelitian ini meliputi bukti langsung (tangibles), kehandalan (reliability), ketanggapan (reponsiveness), jaminan (assurance) dan empati (emphaty), terbukti berpengaruh positif dan signifikan terhadap kepuasan pengunjung obyek wisata Gua Pindul. Sedangkan hasil dari uji beda terbukti bahwa adanya perbedaan tingkat kualitas jasa pada tiap-tiap pengelola atau sekretariat obyek wisata Gua Pindul. Tourism is a product of the services offered by a service company in the hope that visitors come to visit and enjoy the attractions offered. In order to attract visitors, managers should be able to provide the best quality service to create a satisfaction to visitors. Quality of service has five dimensions include direct evidence (tangibles), reliability (reliability), responsiveness (reponsiveness), assurance (assurance) and empathy (empathy), the fifth dimension is referred to and used as a variable in this study in order to influence the quality of services to the satisfaction of visitor attractions Pindul. In this study is a qualitative approach used by multiple linear regression analysis and analysis of different test (ANOVA). Analysis of different test used to mengetaui differences in the level of service quality in the fourth manager or secretariat terdaat tourism and Pindul. The sample used for this study of 300 respondents, in the secretariat are 75 quota respondents. While multiple linear regression analysis is used to determine the quality of the services contained on Pindul sights on visitor satisfaction. From the results of multiple linear regression analysis found that the variable contained in the study include (tangibles), reliability (reliability), responsiveness (reponsiveness), assurance (assurance) and empathy (empathy), proved positive and significant impact on visitor satisfaction sights Caves Pindul. While the results from different test proved that the differences in the level of service quality at every manager or secretarial attractions Pindul.

PENGARUH KUALITAS PELAYANAN DAN WORD OF MOUTH TERHADAP KEPUTUSAN PEMBELIAN DI KAFE POTRET MEDAN

2019 ◽  
Vol 13 (2) ◽  
pp. 199
Author(s):  
Asrye Tutur Sinaga ◽  
Nurul Wardani
Keyword(s):  
Regression Analysis ◽  
Linear Regression ◽  
Service Quality ◽  
Word Of Mouth ◽  
Hypothesis Test ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Quality Data ◽  
Purchasing Decisions ◽  
Study Hypothesis

AbstrakPenelitian ini bertujuan untuk mengetahui dan dapat menjelaskan pengaruh Kualitas Pelayanan dan Word Of Mouth terhadap Keputusan pembelian di Kafe Potret Medan. Populasi dalam penelitian ini adalah 700 orang ditentukan dari jumlah pengunjung Kafe Potret Medan dalam kurun waktu satu minggu, dan sampel yang digunakan berjumlah 88 pengunjung. Sedangkan tehnik pengumpulan data menggunakan angket (kuesioner) dan pengujiannya yaitu uji kualitas data dan uji asumsi klasik.Pengujian hipotesis menggunakan analisis regresi linier berganda, uji F, uji t, dan uji R2. Hipotesis penelitian dimensi Kualitas Pelayanan dan Word Of Mouth secara parsial terhadap Keputusan Pembelian diterima jika t hitung > t tabel dengan tingkat signifikan 0.05.Nilai t tabel dalam penelitian ini 1,662. Nilai t hitung variabel X1 sebesar 1,990 t hitung  > t tabel maka hipotesis diterima, nilai t hitung variabel X2 sebesar 2,628 t hitung > t tabel maka hipotesis diterima. Dari 2 variabel, variabel Word Of Mouth yang paling dominan mempengaruhi Keputusan Pembelian  sebesar 2,628. Kata Kunci : Kualitas Pelayanan, Word Of Mouth, Keputusan Pembelian AbstractThe purpose of this study is to identify and able to explain the influence of Service Quality and Word Of Mouth to Purchasing Decisions of Kafe Potret Medan. The population in this study were 700 people from visitors Kafe Potret Medan in one week, and the samples used were 88 visitors. While the techniques of data collection using the questionnaire and use the test of quality data and classical assumption. The hypothesis test uses multiple linear regression analysis, F test, R square and t test. The study hypothesis was partially of Service Quality and Word Of Mouth dimension to  Purchasing Decisions is acceptable if t hitung > t tabel with a significant level 0.05. The t tabel value in this study 1.662. The t hitung X1 is 1.990 that mean t hitung > t tabel then the hypothesis is accepted, t hitung X2 is 2.628 that mean t hitung > t tabel then the hypothesis is accepted. From 2 variables fascination that the most dominant variable for Purchasing Decisions is Word Of Mouth of 2.628. Keywords : Service Quality, Word Of Mouth, Purchasing Decisions

PENGARUH KUALITAS PELAYANAN, KUALITAS PRODUK DAN KEPERCAYAAN TERHADAP LOYALITAS PELANGGAN AROMANIA PARFUMERY DI KOTA BENGKULU

2021 ◽  
Vol 4 (1) ◽  
Author(s):  
Sri Ekowati ◽  
Selamat Riyadi
Keyword(s):  
Service Quality ◽  
Product Quality ◽  
Customer Loyalty ◽  
Hypothesis Test ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
Quality Product ◽  
Using Data ◽  
Positive Effect

ABSTRACTThis study aims to determine the effect of service quality, product quality and  trust on customer loyalty aromania parfumery Bengkulu. This type of research is a survey research with a quantitative approach, the object of this research is the consumers in Aromania parfumery, which is precisely located on Jl. Kapuas Raya, Lingkar Barat, Kec. Gading Cempaka, Bengkulu City. with the sampling method, namely non-propability technique, namely insidential sampling technique. The number of respondents in this study were 105 people. The data collection method used a questionnaire. By using data analysis techniques using Multiple Linear Regression Analysis Test, and Hypothesis Test, namely test t and test f. The results of this study can be concluded that the variable service quality Aromania parfumery has a positive effect on customer loyalty, product quality has a positive effect on customer loyalty, and trust has a positive effect on customer loyalty.Keywords: Service Quality, Product Quality, Customer Trust and Loyalty.

scholarly journals The Influence of the Dimensions of Service Quality on Customer Satisfaction at Hotels in Batu City, Indonesia

2017 ◽  
Vol 2 (3) ◽  
pp. 67-72
Author(s):  
Ludfi Djajanto
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Market Competition ◽  
Linear Regression Analysis ◽  
Original Data ◽  
Multiple Linear Regression Analysis ◽  
Jel Classification ◽  
Dominant Dimension ◽  
Analysis Technique

Objective - The number of hotels in both urban or in tourism areas has increased quite rapidly. The success and sustainability of hotel businesses is largely determined by their marketing strategy and the quality of services they provide to their customers. In choosing a hotel, customers consider both the physical appearance of the hotel as well as the quality of service provided. The rapid increase in hotels in Indonesia necessarily increases competition in the hotel industry and the rules surrounding market competition become quite strict. The aim of this research is to determine the influence of the dimensions of service quality (tangibility, reliability, responsiveness, assurance, and empathy) on customer satisfaction and to identify the most dominant dimension in terms of customer satisfaction. Methodology/Technique - The research studied 110 respondents who have stayed in several hotels located in Batu, Indonesia. The data was collected using purposive sampling techniques using questionnaires. The data analysis technique used in this research was multiple linear regression analysis. Findings – Based on the results of this research, it is concluded that the dimensions of service quality (tangibility, reliability, responsiveness, assurance, empathy) have a significant influence on customer satisfaction. In addition, the service quality dimension that has the most dominant influence on customer satisfaction is assurance. Novelty - The research supported by original data and contribute to the literature in the context of Indonesia. Type of Paper - Empirical Keywords: Service Quality; Tangibility; Reliability; Responsiveness; Assurance; Empathy; Customer Satisfaction. JEL Classification: L15, M10, M30.

scholarly journals DAMPAK KUALITAS LAYANAN DAN NILAI NASABAH TERHADAP KEPUASAN NASABAH PERBANKAN SYARIAH

2019 ◽  
Vol 11 (1) ◽  
pp. 129
Author(s):  
Hamdani Hamdani
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Significant Influence ◽  
Customer Value ◽  
Quantitative Methods ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Primary Data ◽  
Islamic Banking ◽  
Qualitative And Quantitative Methods

Abstract: This research refers to studying service quality and customer value towards customer satisfaction in Islamic banking with a case study in PT Bank Syariah Mandiri Lhokseumawe Branch. The data used in this study are primary data through interviews using a questionnaire. The sample in this study was accidental sampling. The research method used is qualitative and quantitative methods, with multiple linear regression analysis. The results released by simultaneous shows, service quality and customer value have a positive and significant influence on customer satisfaction. While the results of the study indicate that, service quality has a positive and significant effect on customer satisfaction, the customer value also has a positive and significant influence on customer satisfaction. From the variable Quality of service and value of customers that are just the same as partial to customer satisfaction in Islamic banking. This research can be used as an evaluation and input for the management of a special sharia banking company, PT Bank Syariah Mandiri, Lhokseumawe Branch, to always improve service quality and value customers receive customers satisfied with services and benefits obtained or obtained by customers. Keywords: Service Quality, Customer Value, Customer Satisfaction

scholarly journals PENGARUH KUALITAS PELAYANAN PERIZINAN TERHADAP KEPUASAN MASYARAKAT PADA DINAS PENANAMAN MODAL DAN PELAYANAN TERPADU SATU PINTU (DPMPTSP)

Epigram ◽  
2019 ◽  
Vol 15 (2) ◽  
Author(s):  
Ratna Yulianingsih ◽  
Tuti Hartati ◽  
Tuti Hartati ◽  
Mawarta Onida ◽  
Mawarta Onida
Keyword(s):  
Service Quality ◽  
Correlation Coefficient ◽  
Quantitative Research ◽  
Linear Regression Analysis ◽  
Test Validity ◽  
Processing Technique ◽  
Coefficient Of Determination ◽  
Simple Correlation ◽  
One Stop

AbstractThis study aims to determine the effect of licensing service quality on community satisfaction in the Bogor Regency DPMPTSP. This research uses quantitative research method. Data collection in Bogor Regency uses observation and questionnaire. Data processing technique using Likert scale, while the technique of data analysis using test Validity, Reliability, Normality, Linearity, simple linear regression analysis, simple correlation analysis, coefficient of determination and test of correlation coefficient significance or T test. The results are: (a) The results of simple correlation coefficient test between the quality of service quality (X) and the satisfaction of society (Y) is 0.756 is strong, if it is concluded that there is strong correlation between variable (X) and variable (Y). (b) variable of service quality (X) give influence to variable satisfaction (Y) equal to 57,1% while the rest that is equal to 42,9% influenced by other factor not examined. (c) the result of t arithmetic is 10,633, while t table is 1,663 so that 10,633 > 1,663 so that service quality of permit in DPMPTSP Bogor Regency has significant influence to the satisfaction of society.Keyword: Service Quality, Public Service, Investment Service and One Stop Service.AbstrakPenelitian ini bertujuan untuk mengetahui pengaruh kualitas pelayanan perizinan terhadap kepuasan masyarakat pada DPMPTSP Kabupaten Bogor. Penelitian ini menggunakan metode penelitian kuantitatif. Pengumpulan data pada DPMPTSP Kabupaten Bogor menggunakan teknik observasi, dan kuesioner. Teknik pengolahan data menggunakan skala likert, sedangkan teknik analisis data menggunakan uji validitas, reliabilitas, normalitas, liniearitas, analisis regresi liniear sederhana, analisis korelasi sederhana, koefisien determinasi dan uji signifikansi koefisien korelasi atau uji T. Hasil penelitian menunjukkan bahwa : (a) Berdasarkan hasil uji koefisien korelasi sederhana antara variabel kualiatas pelayanan (X) dan kepuasan masyarakt (Y) bernilai 0,756 artinya kuat, jika disimpulkan bahwa terjadi hubungan yang kuat antara variabel (X) dengan variabel (Y). (b) variabel kualitas pelayanan (X) memberikan pengaruh terhadap variabel kepuasan (Y) sebesar 57,1% sedangakan sisanya yaitu sebesar 42,9% dipengaruhi oleh faktor lain yang tidak diteliti. (c) hasil t hitung yang didapatkan adalah 10,633, sedangkan t tabel adalah 1,663 sehingga 10,633 >1,663 sehingga kualitas pelayanan perizinan di DPMPTSP Kabupaten Bogor mempunyai pengaruh yang signifikan terhadap kepuasan masyarakat.Kata Kunci: Kualitas Pelayanan, Pelayanan Publik, Dinas Penanaman Modal dan Pelayanan Terpadu Satu Pintu (DPMPTSP)

scholarly journals Effect of Trust, Quality of Products and Quality Services on Purchase Decisions on E-Commerce Shopee in Palembang City

2019 ◽  
Vol 3 (12) ◽  
pp. 1-6
Keyword(s):  
Regression Analysis ◽  
Service Quality ◽  
Product Quality ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Purchase Decisions ◽  
Purchasing Decisions ◽  
Quality Of Products ◽  
Dominant Influence

Purchasing decision is the decision of consumers to buy a product or service as desired. This study aims to determine the effect of trust, product quality and service quality on purchasing decisions at e-commerce Shopee in Palembang. This study uses multiple linear regression analysis. The sample in this study were 100 respondents who showed the results that the variables of trust, product quality and service quality had a positive and significant effect on purchasing decisions in ecommerce Shopee. there is one variable that has dominant influence on purchasing decisions, namely the variable trust in purchasing decisions

scholarly journals PENGARUH KUALITAS PELAYANAN DAN CITRA MEREK TERHADAP KEPUASAN WISATAWAN NUSANTARA MENGGUNAKAN TRANSPORTASI ONLINE GRAB DI KUTA, BALI

Jurnal IPTA ◽  
2020 ◽  
Vol 8 (2) ◽  
pp. 226
Author(s):  
Maria Laru Sendy Ludju ◽  
I Made Kusuma Negara ◽  
Ni Putu Eka Mahadewi
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Brand Image ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Dominant Dimension ◽  
Tourist Satisfaction ◽  
Brand Association ◽  
Quantitative And Qualitative Research

This study aimed to explain the effect of service quality and brand image on the satisfaction of domestic tourists who used Grab online transportation in Kuta, Bali. The research method used in this research was quantitative and qualitative research methods (mix methods). Questionnaires were distributed to 150 domestic tourists with a sample determination method using purposive sampling. The method of data analysis used multiple linear regression analysis with SPSS 18.0 program. The results of this study stated that partially the quality of service had a positive and significant effect on the satisfaction of domestic tourists with the dominant dimension being the tangible dimension and brand I mage giving a positive and significant effect on the satisfaction of domestic tourists with the dominating dimension being the support of the brand association. Simultaneously, the quality of service and brand image had a positive and significant influence on the satisfaction of domestic tourists. The R Square value of 0.672 meant that 67,2% of tourist satisfaction could be explained by the variable service quality and brand image, while the remaining 32,8% was influenced by other variables not examined in this study.

Sign in / Sign up

Export Citation Format

Share Document