scholarly journals ANALISIS KEPUASAN NASABAH BANK BRI KANTOR CABANG SIDOARJO

2021 ◽  
Vol 24 (1) ◽  
pp. 16-20
Author(s):  
Renny Yunita Sari ◽  
Bambang Budiarto ◽  
Sugeng Hariadi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Quantitative Research ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Survey Method ◽  
Analysis Method ◽  
Branch Office

This study discusses the influence of service quality and product quality on customer satisfaction at the Bank BRI branch office in Sidoarjo. The data used in this study were obtained from the results of a questionnaire that had been distributed to customers of the BRI branch office in Sidoarjo. This quantitative research was conducted with a survey method with purposive samplin technique. The variables used in this study are independent variables that include service quality and product quality, and customer satisfaction as the dependent variable. The data analysis method used in this study is multiple linear regression analysis. The results showed that the quality of service and product quality can affected customer loyalty at the bank branch office in Sidoarjo.

scholarly journals CITRA PERUSAHAAN, KUALITAS PELAYANAN DAN SALURAN DISTRIBUSI TERHADAP KEPUASAN NASABAH

2019 ◽  
Vol 5 (2) ◽  
pp. 280-295
Author(s):  
Rokhmat Subagiyo ◽  
Ahmad Budiman
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Quantitative Research ◽  
Linear Regression Analysis ◽  
Distribution Channel ◽  
Multiple Linear Regression Analysis ◽  
Business Environment ◽  
The Public ◽  
Research Types

AbstractEvery company activity must be adjusted. Every change in the business environment is fast and accurate. Bank Syariah Mandiri Financing Bank (BPRS) successfully conducted fundraising activities and channeled funds to the public. There are some things that are more satisfying than expected by the company, quality of service and distribution. The purpose of this study was to examine the effect of significant company funds on Customer Satisfaction, assess the importance of good service to Customer Satisfaction and obtain a significant distribution channel to Customer Satisfaction. The research method uses quantitative research and associative research types. Data analysis techniques cursed multiple linear regression analysis using SPSS version 23. The results showed that company image has a significant effect on customer satisfaction, service quality is significantly related to sales satisfaction and distribution distribution significantly on customer satisfaction. Keywords: Company Image, Service Quality, Customer Satisfaction Abstrak Setiap kegiatan perusahaan bisnis harus mampu mengadopsi setiap perubahan dalam lingkungan bisnis secara cepat dan akurat. Bank Pembiayaan Syariah (BPRS) Mandiri Mitra sukses melakukan kegiatan penghimpunan dana dan menyalurkan dana kepada masyarakat. Ada beberapa hal yang mempengaruhi kepuasan nasabah diantaranya adalah citra perusahaan, kualita pelayanan dan saluran distribusi. Tujuan penelitian ini untuk menguji pengaruh signifikan dana Citra perusahaan terhadap Kepuasan Nasabah, menguji pengaruh signifikan Kualitas Pelayanan terhadap Kepuasan Nasabah dan  menguji Saluran Distribusi berpengaruh signifikan terhadap Kepuasan Nasabah. Metode penelitian menggunakan penelitian kuantitatif dan jenis penelitian asosiatif. Teknik analisis data memaki analisis regresi linier berganda dengan menggunakan aplikasi SPSS versi 23.  Hasil penelitian menunjukkan bahwa citra perusahaan berpengaruh signifikan terhadap kepuasan nasabah, kualitas pelayanan berpengaruh signifikan terhadap kepuasan nasabah dan saluran distribusi berpengaruh signifikan terhadap kepuasan nasabah. Kata Kunci:  Citra Perusahaan, Kualitas Pelayanan, Kepuasan Nasabah

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 Analisis Pengaruh Kualitas Produk, Citra Perusahaan dan Kepercayaan Konsumen Terhadap Kepuasan Konsumen Produk Online

POINT ◽  
2021 ◽  
Vol 3 (2) ◽  
pp. 57-70
Author(s):  
Marina Malian
Keyword(s):  
Customer Satisfaction ◽  
Product Quality ◽  
Consumer Satisfaction ◽  
Quantitative Research ◽  
Brand Image ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Consumer Trust ◽  
Independent Variables ◽  
On Line

This study aims to analyze partially and simultaneously the influence of product quality, brand image and consumer trust on customer satisfaction. Including quantitative research using the results of questionnaire surveys filled by respondents. The sample used is 100 consumers of on line products in Palembang. The method of data analysis uses multiple linear regression analysis. To test the hypothesis the partial effect of independent variables on the dependent variable used the t test. The F test is used to test the effect of the independent variables on the dependent variable together. The results of processing data show there is an influence of product quality on customer satisfaction. Consumer trust affects consumer satisfaction and brand image does not affect consumer satisfaction. Taken together there is the effect of independent variables on the dependent variable. Consumer trust has the most dominant influence on customer satisfaction on line products in Palembang.

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 Pengaruh Kualitas Layanan dan Kualitas Produk Terhadap Kepuasan Nasabah Bank

2020 ◽  
Vol 1 (02) ◽  
pp. 133-140
Author(s):  
Meli Andriyani ◽  
Riski Ardianto
Keyword(s):  
Regression Analysis ◽  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Product Quality ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Research Data ◽  
Positive Effect

The bank as a service company places great importance on satisfaction through services and products. The purpose of this study was to determine the effect of service quality and product quality on customer satisfaction. The research was conducted by distributing questionnaires to 100 respondents, namely bank customers who live and have bank accounts in the Cibubur area. The research data were analyzed using multiple linear regression analysis. The study found that service quality did not affect customer satisfaction, while product quality had a positive effect on customer satisfaction.

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 KUALITAS PRODUK DAN KUALITAS PELANAN SEBAGAI ANTASEDEN KEPUASAN PELANGGAN DALAM MEMBENTUK LOYALITAS PELANGGAN (Studi Pada Pelanggan Waroeng Spesial Sambal “SS” Cabang Veteran Yogyakarta)

2020 ◽  
Vol 9 (1) ◽  
pp. 14
Author(s):  
Alo Rahmawati Mulyana ◽  
Hendro Setyono
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Customer Loyalty ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
Primary Data ◽  
Customer's Loyalty ◽  
The City

 The aim of study is to  analyze about effect  product  quality  and  service  quality  on customer’s satisfaction to build customer’s loyalty at Waroeng Spesial Sambal “SS” in the branch of Veteran Yogyakarta. Population in this study are all consumers who make  purchases at Waroeng Spesial Sambal “SS” the branch in the  branch of Veteran Yogyakarta. While the sample  in  this  study  is a portion of consumers who have  made  purchases at least twice in the past year. The sampling technique uses purposive sampling. The data  used in this study is primary data. The number  of studies  in  this  study were  sixty  samples  in  the  city of Yogyakarta which  were processed  using  multiple linear regression  analysis  and mediation analysis  using SPSS 20 for windows. The results of the analysis in this study are: product quality dosen’t have a significant effect on customer satisfaction,  service quality has a significant effect on customer satisfaction, customer satisfaction doesn’t have a significant effect on customer loyalty, product quality  dosen’t  have a significant  effect on  customer loyalty and service quality has a significant effect on customer loyalty of the two independentvariables dosen’t indicate a mediating  relationship  with  customer  satisfaction as a mediator variable.

scholarly journals ANALISIS PENGARUH KUALITAS PRODUK, KUALITAS LAYANAN DAN HARGA TERHADAP KEPUASAN KONSUMEN (Studi Kasus Pada Konsumen Industry/ Toko Bakery di Kota Bengkulu)

2019 ◽  
Vol 13 (1) ◽  
pp. 71-85
Author(s):  
Herry Nofrianda
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Descriptive Analysis ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
Primary Data ◽  
Quality Service ◽  
Descriptive Research

Abstract: The objective of this research is to analyze the effect of product quality, service quality and price toward customer satisfaction on industry/ bakery shop in the Bengkulu city. This study is a descriptive research which aims to clarify the relationship or influence that exist between the variables studied. The type of data used a primary data that is collected from questionnaires. Respondents of this study is the customer industry/ bakery shop in Bengkulu city as many 2400 people were taken with the judgemental (purposive sampling) technique. The methods of data analysis used are descriptive analysis by using the mean, frequency distribution table and multiple linear regression analysis.  Based on the analysis, the result that the simultaneously product quality, service quality, and price is significantly impact on customer satisfaction industry/bakery shop in the Bengkulu city. The next in partial product quality and service quality is positively and significantly impact on customer satisfaction industry/bakery shop in the Bengkulu city, while the price is negative and significantly impact on customer satisfaction industry/ bakery shop in the Bengkulu city.Keyword: service, quality, satisfaction, bakery. 

scholarly journals The Effect of Service Quality and Product Quality (Rooms and Food) on Consumer Satisfaction of Harris Sentul Hotel Bogor

2019 ◽  
Vol 3 (1) ◽  
pp. 71
Author(s):  
Hamdany Hamdany ◽  
Adhi Trirachmadi Mumin ◽  
Diena Mutiara Lemmy
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Consumer Satisfaction ◽  
Linear Regression Analysis ◽  
Independent Variables ◽  
Study Results ◽  
Quality Of Food ◽  
Two Independent Variables

Research on the influence of two independent variables namely service quality and product quality (of room and food) conducted at Harris Hotel Sentul Bogor aims to examine the level of its influence either partially or simultaneously on customer’s satisfaction as the dependent variable. The dimensions of service quality that are examined in terms of its influence on consumer satisfaction include elements of reliability, assurance, tangible, empathy and responsiveness. Some of the product quality indicators for the rooms quality examined to have its influence on customer satisfaction include elements of design, features, quality of performance and the perceive of quality while indicators for the quality of food products which considered to have effect on consumer satisfaction includes the element of taste of food, aroma of food and the presentation of food. The number of respondents who took part in the research was 300 of respondents who were the consumers invited to share their experience on the questioner during their stay at Harris Sentul Hotel. Data analysis techniques used in this study are linear regression analysis. The study results have answered the 3 hypotheses and show that service quality has a positive and significant influence on customer satisfaction partially likewise, the study results has showed that the quality of room and food have a strong influence on the level of customer satisfaction who stayed at Harris Sentul as well as study has showed that simultaneously the 2 (two) independent variables had a positive and significant effect.

scholarly journals PENGARUH KUALITAS PRODUK, PERSEPSI HARGA, DAN KUALITAS LAYANAN TERHADAP KEPUASAN KONSUMEN

2021 ◽  
Vol 15 (2) ◽  
pp. 97
Author(s):  
Jonathan Herdioko ◽  
Valentcio Luwiska W
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
T Test ◽  
Validity And Reliability ◽  
F Test ◽  
Probability Sampling ◽  
Price Perception

ABSTRAK Penelitian ini bertujuan untuk mengetahui pengaruh kualitas produk, persepsi harga, dan kualitas pelayanan terhadap kepuasan konsumen pada Toko Tekstil Mac Mohan, Solo. Populasi dalam penelitian ini adalah penduduk Kota Solo. Teknik penyampelan menggunakan non-probability sampling dengan pemilihan 100 responden yang pernah membeli produk di Mac Mohan Solo. Teknik pengumpulan data dilakukan dengan menyebarkan kuesioner yang telah diuji validitas dan reliabilitasnya. Metode analisis regresi linier berganda digunakan dengan uji R2, uji F, dan uji t. Hasil pengujian menghasilkan nilai sig uji F sebesar = 0,00, artinya secara simultan variabel kualitas produk, persepsi harga, dan kualitas pelayanan berpengaruh signifikan terhadap kepuasan konsumen. Hasil uji t menunjukkan bahwa kualitas produk, persepsi harga, dan kualitas layanan secara parsial berpengaruh signifikan terhadap kepuasan pelanggan. Kata Kunci: kualitas produk, persepsi harga, kualitas layanan, kepuasan pelanggan ABSTRACTThis study aims to determine the effect of product quality, price perception, and service quality toward customer satisfaction at Toko Tekstil Mac Mohan, Solo. The population in this study are the residents of Solo. Non-probability sampling method is adopted with a selection of 100 respondents who have bought products at Mac Mohan Solo. Data collection techniques were carried out by distributing questionnaires that had been tested for validity and reliability. The multiple linear regression analysis method is used with R2 test, F test, and t test. The test results produce a sig value of F test of = 0.00, meaning that simultaneously, the variable product quality, price perception, and service quality have a significant effect on customer satisfaction. The t test shows that product quality partially, price perception, and service quality partially have a significant effect on customer satisfaction. Keywords: product quality, price perception, service quality, customer satisfaction

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