scholarly journals ANALISIS KUALITAS JASA DALAM MENINGKATKAN KEPUASAN KONSUMEN DI BAKER STREET CAFE BANDUNG

2017 ◽  
Vol 1 (01) ◽  
pp. 43-52
Author(s):  
Adisty Arindiaty ◽  
Merita Bernik
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Research Method ◽  
Sampling Method ◽  
Sampling Technique ◽  
Literature Study ◽  
Business People ◽  
Customer Expectation

The globalization at present has brought a great impact on the businessworld development. The alternative selected products offered to the customersvary and make the customer expectation more to get something they want.This condition requires for every company to try to give the best satisfactionto its customers. This is done in order that the business people can maintaintheir business in facing the tough competition. This research tried to assessthe customer satisfaction toward the service quality of Baker Street Café,Bandung. The research method used here was the descriptive qualitativeone, using sampling technique, that is, the technique of probability samplingand purposive sampling method. The data were collected using a field studyconsisted of observation, interviews, questionnaires, and literature study. Themethod of performance analysis was used to assess the customer satisfaction.The result of the study showed that the service quality provided by Baker StreetCafé, Bandung was categorized as “ good” with the average highest score for thedimension of reliability by 4,074 and the lowest for dimension of empathy andassurance by 3,93. At this customer expectation level, the average highest scorewas for the dimension of assurance by 4,55 and the lowest for the dimension ofreliability by 4,5, which means that the customers were unsatisfied becausetheir expectation was higher than the performance demonstrated by BakerStreet Café, Bandung.

scholarly journals PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN PELANGGAN (Studi Pada Hotel Timor Megah Kota SoE, TTS)

2020 ◽  
Vol 10 (3) ◽  
pp. 375-393
Author(s):  
Donar W Selan ◽  
Juita L D Bessie
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Sampling Technique ◽  
Total Sample ◽  
Coefficient Of Determination ◽  
Quality Of Services ◽  
Literature Study ◽  
Independent Variable ◽  
Mathematical Equations

More and more manufacturers are involved in meeting the needs and desires of customers, causing each company to set orientation to customer satisfaction as the main goal. There is a tendency that customer satisfaction or dissatisfaction can be influenced by the quality of services provided by the company. This research was conducted at the Timor Megah Hotel Kota SoE, TTS Regency. The purpose of this study is to determine the effect of service quality that can be measured by several dimensions, including: tangibles, responsiveness, reliability, assurance, and empathy on customer satisfaction Timor Megah Hotel. The independent variable (X) of this study is the dimension of service quality consisting of tangibles (X1), responsiveness (X2), reliability (X3), assurance (X4), and empathy (X5). While the dependent variable (Y) of this study is customer satisfaction. The sampling technique used is the Accidental Sampling technique, with a total sample of 99 people with the criteria of having stayed more than twice and staying period for 4 years (2015-2018). Data collection techniques used were interviews, questionnaires and literature study. After the data is collected, the data is then analyzed using descriptive techniques and multiple linear regression. From the analysis it is known that tangibles, responsiveness, reliability, assurance and empathy simultaneously and partially have a significant effect on customer satisfaction. From the results of the analysis can also be made mathematical equations: Y = 3,568 + 0,150X1 + 0,245X2 + 0,209X3 + 0,192X4 + 0,362X5. The coefficient of determination obtained shows that 87.2% of the level of customer satisfaction is influenced by tangibles, responsiveness, reliability, assurance and empathy.   Keywords: Tangibles, Responsiveness, Reliability, Assurance, Empathy and Customer Satisfaction.

scholarly journals Analisa Kapuasan Pelanggan Terhadap Kualitas Pelayanan PDAM Tirtanadi Cabang Padang Bulan

2019 ◽  
Vol 2 (1) ◽  
pp. 24
Author(s):  
Fauzanolo Purba ◽  
Haniza Haniza ◽  
Ninny Siregar
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Research Method ◽  
Sampling Technique ◽  
Quality Service ◽  
Care Workers ◽  
Staff Cost ◽  
Quantitative Descriptive ◽  
Regional Water

This study aims to determine the level of customer satisfaction to service quality of the Regional Water Company Branch Padang Bulan. The research method used in this research is quantitative descriptive with a population of Branch PDAM Tirtanadi Padang Bulan customers. The sample in this study of 100 respondents who were taken to area probability sampling technique. Data taken with the questionnaire and interview, while data analysis is descriptive percentages. The results showed that overall levels of customer satisfaction to service quality, including both the amount of 63.66%, which means that customers are satisfied with the service that has been provided by PDAM Tirtanadi Branch Padang Bulan. Elements of customer satisfaction to service quality which is in poor category there are 7 of Serviceability, service procedures, disciplinary care workers, care workers responsibility, fairness, service costs, and assurance of service schedules. While elements in both categories there are S of product quality, service requirements, clarity of service personnel, capability of the service, speed of service, justice get service, politeness and friendliness of staff cost certainty and convenience services environment.

scholarly journals Faktor Faktor Yang Mempengaruhi Kepuasan Pelanggan Smartphone Samsung Di Kota Batam

2021 ◽  
pp. 81-87
Author(s):  
Mohamad Gita Indrawan ◽  
Raymond ◽  
Dian Lestari Siregar
Keyword(s):  
Regression Analysis ◽  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Sampling Method ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
Product Promotion

This study aims to determine the effect of service quality and product promotion on customer satisfaction. This research was conducted by Samsung consumers in Batam in Batam City . The population in this study amounted to 135 people. In this research, the sampling technique used is classified as non - probability sampling technique with purposive sampling method . This study uses multiple linear regression analysis and has an R Square (R2) value in this study of 35.2%. The results of the t-test in this study are the quality of service has a positive and significant effect on customer satisfaction and product promotion has a positive and significant effect on customer satisfaction. Based on the results of the F test in this study, the results showed that Service Quality and Product Promotion together had a positive and significant effect on Samsung Customer Satisfaction in Batam City.

scholarly journals Reviewing the Development of Information, Service, and Website Quality towards Traveloka Customer Satisfaction in Indonesia

2018 ◽  
Vol 1 (2) ◽  
pp. 63-69 ◽  
Author(s):  
Epifania Kurnia Januarti ◽  
Denis Priantinah
Keyword(s):  
Information Systems ◽  
Customer Satisfaction ◽  
Research Method ◽  
Information Service ◽  
Literature Study ◽  
Quality Of Information ◽  
Website Quality ◽  
Business People ◽  
New Business

Traveloka is one of the solutions in providing the best service for consumers who want to travel between cities and countries. Traveloka users up to 2018 are quite numerous, but it is not yet known how far the quality is given in meeting consumer needs. This study aims to determine the extent of the quality of information systems from Traveloka in meeting the needs of the Indonesian people. The research method uses literature based on information obtained through the phenomena that occur today and previous research. The results of this literature study show that the quality of Traveloka in Indonesia is relatively good with some previous research results stating that the quality of information and services affects customer satisfaction. Other variables that influence are found on the quality of the website and payment system. This research contributes to giving customers an overview of Traveloka's quality that can be trusted and provides an overview for new business people in developing business in the field of tour & travel which are promising to date.

scholarly journals PENGARUH HARGA, KUALITAS LAYANAN DAN PROGRAM PROMOSI TERHADAP KEPUTUSAN PEMBELIAN BERKELANJUTAN

2021 ◽  
Vol 8 (1) ◽  
pp. 1-16
Author(s):  
Uswatun Chasanah ◽  
Muhammad Fauzan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Sampling Method ◽  
Pearson Correlation ◽  
Sampling Technique ◽  
Reliability Test ◽  
Purchase Decisions ◽  
Test Results

This study examined the effect of price, service quality and promotion on sustainablepurchasing decisions. The sample used was 60 respondents with the criteria ofrespondents who used Mamochi products in Yogyakarta. The data was collected usingnon probability sampling method with purposive sampling technique. The results of thevalidity test with the Pearson correlation criteria> 0.254 (r table), showed that all indicatorswere valid, as well as the reliability test with Cronbach's alpha> 0.6. The results of themediation test show that consumer satisfaction mediates the effect of price on repurchasedecisions, while the quality of service and promotion programs have an effect onrepurchase decisions not mediated by customer satisfaction. As for partial testing of pricevariables, service quality has an effect on satisfaction, while promotion has no effect.Likewise, the variables of price, promotion and customer satisfaction have an effect on repurchasedecisions, while service quality has no effect on re-purchase decisions. For thesimultaneous test results, price variables, service quality and promotion have an effect oncustomer satisfaction.

scholarly journals MENGUKUR KEPUASAN PASIEN RUMAH SAKIT ISLAM SITI RAHMAH PADANG ATAS KUALITAS PELAYANAN INSTALASI FARMASI DENGAN MENGGUNAKAN METODE IMPORTANCE PERFORMANCE ANALYSIS

Jurnal Ecogen ◽  
2019 ◽  
Vol 2 (1) ◽  
pp. 11
Author(s):  
Deta Aulia ◽  
Rahmiati Rahmiati ◽  
Gesit Tabrani
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Sampling Technique ◽  
Total Sample ◽  
Primary Data ◽  
Analysis Method ◽  
Analysis Technique ◽  
Study Population

This study aims to analyze and find out: (1) The service quality of pharmaceutical installations provided by RSI Siti Rahmah Padang is in accordance with patient expectations using the Importance Performance Analysis method (2) Service attributes that need to be prioritized to improve the quality of pharmacy installation services to patients in Siti Rahmah Padang Hospital using the Cartesian diagram. The study population was all visitors or patients who visited to get treatment at a pharmacy pharmacy installation. The sampling technique of this study was to use the accidental sampling method with a total sample of 100 people.The data used is primary data. The data analysis technique uses the Importance Performance Analysis method using Microsoft Excel software. The results showed that: (1) There are 1 service attribute that have a positive gap that is able to meet customer satisfaction (2) There are 3 service attributes that are the top priority for immediate improvement (3) Factors to improve the quality of pharmaceutical services caused by human factors , material, method, and environment.Keywords: Service Quality, Importance Performance Analysis, customer satisfaction, fishbone 

Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan di Kantor Perusahaan Umum Badan Urusan Logistik Kota Sampit Kabupaten Kotawaringin Timur

2016 ◽  
Vol 2 (2) ◽  
pp. 1-5
Author(s):  
Masrukin Masrukin ◽  
Hermanto Hermanto
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Error Rate ◽  
Research Method ◽  
Statistical Test ◽  
Quality Factors ◽  
Public Companies ◽  
Public Company

Customer satisfaction is influenced by service quality factors, this study aims to find out and analyze how much influence the quality of service on customer satisfaction is felt by customers who use the service of Poor Rice (Raskin) at the Office of Public Companies Logistics Agency (Perum BULOG) in Sampit City Regency East Kotawaringin. The research method used in this study is the method of observation, questionnaire/questionnaire and documentation using a Likert scale and the method of determining the sample used is the error rate of 5% as many as 213 samples. Testing the hypothesis used is a statistical test with the formula "Product moment person". The results showed that there was a very strong correlation between Service Quality and Customer Satisfaction of the Office of Public Company of the Logistics Affairs Agency (Perum BULOG) in the District of East Kotawaringin. As much as 0.9968514278 based on the calculation of Pearson Product Moment value.

Analisis Kualitas Pelayanan Pada Unit Perijinan Angkutan Dan Kendaraan Wajib Uji Dinas Perhubungan Kabupaten Karanganyar

2020 ◽  
Vol 4 (02) ◽  
Author(s):  
Fachry Prasetyo ◽  
Priyanto Susiloadi
Keyword(s):  
Performance Analysis ◽  
Service Quality ◽  
Sampling Method ◽  
Sampling Technique ◽  
Primary Data ◽  
Good Service ◽  
Analysis Techniques ◽  
User Community ◽  
Customer Perceptions ◽  
Level Of Satisfaction

Good service quality in public services will give an impetus to the user community to give a good assessment. Good service by the State Civil Servants (ASN) in the Transportation Obligatory Licensing Unit (UPAKWU) in the Karanganyar District Transportation Department was apparently still receiving complaints from the service user community. This shows that there are still some shortcomings in the implementation of the service system in the office. The sampling technique uses accidental sampling method. The data used are primary data obtained directly from respondents by providing a list of questions or questionnaires. Data analysis techniques using Importance-Performance Analysis (IPA) are used to measure the level of satisfaction of someone over the performance of other parties, and Cartesian Diagrams to determine service indicators that satisfy or do not satisfy consumers. The results showed that: Service quality in UPAKWU Karanganyar Regency according to customer perceptions has not been satisfactory, despite having good service performance / above average. This is based on the results of the Importance Performance Analysis analysis which gets a result of 94.36% (Total Tki

KEPUASAN KONSUMEN DITINJAU DARI KUALITAS PELAYANAN, STORE ATMOSPHERE DAN PROMOSI DI RUMAH MAKAN PONDOK JOWI SOLO

2020 ◽  
Vol 4 (02) ◽  
Author(s):  
Shofia Zulfa Amalina ◽  
Sri Hartono ◽  
Ratna Damayanti
Keyword(s):  
Quality Of Service ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Sampling Technique ◽  
Likert Scale ◽  
The Relationship

The purpose of this study was to analyze the effect of whether or not the quality of service, store atmosphere and promotion of consumer satisfaction at Pondok Jowi Restaurant Solo. The population in this study were consumers of Pondok Jowi Solo Restaurant in January 2020 at May 2020 with a total of 14,030 people. The sampling techniquemismpurposive samplingm which is a sampling technique with certain considerations by taking 100 respondents. Data collection uses a Likert scale questionnaire to measure respondents' answers to identify the relationship between service quality, store atmosphere and promotion of customer satisfaction. The results show that service quality, store atmosphere and promotion have a simultaneous and significant effect on customer satisfaction, servicei quality has assignificant effect on customer satisfaction, store atmosphere has a significant effect on customer satisfaction, and promotion has significant effect on customer satisfaction. Keywords: Service quality, Store atmosphere, Promotion, Consumer satisfaction

scholarly journals Analisis kualitas pelayanan bus pariwisata dengan metode service quality dan importance performance analysis

2019 ◽  
Vol 11 (2) ◽  
pp. 144
Author(s):  
Eka Indah Yulistyari ◽  
Chotibul Umam ◽  
M. Reiza Fachrozy
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Analysis Method ◽  
Transportation Services ◽  
Bus Services ◽  
Clear Information ◽  
Bus Transportation

PO. Saztro Holidays is one of the bus transportation services companies in the Serang area that focuses on tourism routes. The purpose of this study is to know the quality of tourism bus services through customer satisfaction and complaints, besides as knowing the importance of priority attributes to be repaired. The methods of collecting data using a questionnaire involving 30 respondents to tourism bus consumers. This study uses the SERVQUAL method (reliability, responsiveness, assurance, empathy, tangible) and Importance Performance Analysis (IPA). The results of the study using the SERVQUAL method obtained an overall gap value of -0.852, which states that the services provided by PO. Saztro Holidays still does not provide satisfaction to consumers. Improvement efforts to increase satisfaction with Tourism bus services using the Importance Performance Analysis method in quadrant I (top priority) using SPSS 19 through a cartesius diagram obtained as many as 13 attributes. The most important attributes that are the main priority in repairs to match the expectations of consumers with the value of the suitability level of 78.04, namely the attributes of the availability of clear information marks.

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