scholarly journals PENGARUH VARIASI PRODUK, KUALITAS PELAYANAN, HARGA DAN LOKASI TERHADAP KEPUASAN KONSUMEN PADA WEDDING ORGANIZER

AdBispreneur ◽  
2017 ◽  
Vol 2 (2) ◽  
Author(s):  
Titik Efnita
Keyword(s):  
Service Quality ◽  
Consumer Satisfaction ◽  
Negative Influence ◽  
Positive Influence ◽  
Quality Of Services ◽  
Collection Method ◽  
Know How ◽  
Product Variation ◽  
Independent Variable

ABSTRACTThis study attempts to know how large variations products, kuality service, prices and the location on CV.Modelman the.This research consisting of four independent variable namely variation products, the quality of services, the price and location and one variable dependent customer satisfaction.The method of analysis that used is correlation analysis and multiple regression. Data collection method to research this is using a questionnaire hosted by respondents, consumers CV.Modelman as an object. This research indicated there is positive influence and significant of location on consumer satisfaction, positive influence of product variation on consumer satisfaction, positive influence of service quality on consumer satisfaction and negative influence of price on consumer satisfaction.Keywords : Variation of products, service quality, price, location   ABSTRAK Penelitian ini mencoba untuk mengetahui produk variasi seberapa besar, layanan kuality, harga dan lokasi penelitian CV.Modelman the.This yang terdiri dari empat variabel yaitu produk variasi independen, kualitas layanan, harga dan lokasi dan satu variabel kepuasan pelanggan tergantung. metode analisis yang digunakan adalah analisis korelasi dan regresi ganda. Metode pengumpulan data untuk penelitian ini menggunakan kuesioner yang diselenggarakan oleh responden, konsumen CV.Modelman sebagai objek. Hasil penelitian menunjukkan bahwa terdapat pengaruh positif dan signifikan antara variabel lokasi terhadap kepuasan konsumen, terdapat pengaruh positif dan signifikan antara variabel variasi produk terhdap kepuasan konsumen, terdapat pengaruh positif kualitas pelayanan terhadap kepuasan kosumen dan  terdapat pengaruh negatif harga terhadap kepuasan konsumen. Kata kunci : Variasi produk, kualitas pelayanan, harga, lokasi

scholarly journals PENGARUH CITRA RUMAH SAKIT DAN KUALITAS PELAYANAN TERHADAP LOYALITAS PASIEN MELALUI KEPUASAN PASIEN (STUDI PADA RUMAH SAKIT UMUM KARDINAH TEGAL)

2019 ◽  
Vol 3 (1) ◽  
Author(s):  
M. Andi Ardiyanto ◽  
Mr. Tabrani
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Positive Influence ◽  
Sem Analysis ◽  
Consumer Loyalty ◽  
Analysis Method ◽  
Collection Method ◽  
Positive Effect

M. Andi Ardiyanto. Influence of Image and Quality of Service To Consumer Loyalty Through Consumer Satisfaction (Study At Hospital KardinahTegal). Thesis.Tegal: Master of Management Pancasakti University of Tegal. 2017 The purpose of this research is to test empirically the influence of image and service quality to consumer loyalty through consumer satisfaction (Study AtHospital KardinahTegal). The research variables in this research are image, service quality, satisfaction and loyalty. The hypothesis of this study is the image and quality of service influence on consumer loyalty through consumer satisfaction. Data collection method used in this research is questionnaire. While the data analysis method used is SEM analysis using AMOS application The result of this research are (1) image have positive effect to satisfaction (2) service quality have positive effect to satisfaction (3) image have positive effect to loyalty (4) service quality have positive influence to loyalty (5) satisfaction positive effect to loyalty (6) Can mediate the influence of the image on loyalty but satisfaction can not mediate the influence of service quality on loyalty.Keywords: Image, Service Quality, Satisfaction, Loyalty

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 Pengaruh Brand Awareness dan Service Quality terhadap Minat Konsumen dengan Kegiatan Event sebagai Variabel Mediasi pada Mall RRR

2021 ◽  
Vol 5 (6) ◽  
pp. 622
Author(s):  
Rino Bastiar
Keyword(s):  
Service Quality ◽  
Indirect Effects ◽  
Purchase Intention ◽  
Positive Influence ◽  
Brand Awareness ◽  
Quality Of Services ◽  
Direct And Indirect Effects ◽  
Variable Data ◽  
Positive Effect

The purpose of this paper is to explore the direct and indirect effects of the quality of services provided and brand awareness on the purchase intention of tenants with event activities as a mediating variable. Data were collected from 184 respondents and 160 responses have been used in this paper. The measure of “Service Quality” uses five questions, “brand awareness” uses five questions, “event” uses five questions, “purchase intention” uses five questions. In some items, this question is measured using the five-point Likert-Type. Based on the four hypotheses in this paper that have been tested, that service quality is significantly able to provide a positive influence on purchase intention through event activities and brand awareness can significantly have a positive effect on purchase intention directly through event activities. Event activities have a positive influence on purchase intention. Tujuan dari makalah ini bertujuan untuk dapat meneksplorasi pengaruh langsung dan tidak langsung dari kualitas jasa yang diberikan dan brand awareness pada purchase intention penyewa dengan kegiatan event sebagai variabel mediasi. Data dikumpulkan dari 184 responden dan 160 tanggapan telah digunakan dalam makalah ini. Ukuran “Service Quality” menggunakan lima butir pertanyaan, “brand awareness” menggunakan lima butir pertanyaan, “event” menggunakan lima butir pertanyaan, “purchase intention” menggunakan lima butir pertanyaan. Dalam beberapa butir pertanyaan ini diukur dengan menggunakan lima titik Linkert-Type. Berdasarkan dari empat hipotesis dalam makalah ini yang telah diuji, bahwa service quality secara signifikan mampu memberikan pengaruf yang bersifat positif terhadap purchase intention melalui kegiatan event dan brand awareness mampu secara signifikan mampu memberikan pengaruh positif terhadap purchase intention secara langsung melalui kegiatan event. Kegiatan event memberi pengaruh positif terhadap purchase intention.

scholarly journals The Effect of Service Quality and Facilities on Purchasing Decisions at UD. Bintang Petani Jaya in Pematangsiantar

2021 ◽  
Vol 4 (2) ◽  
pp. 2474-2487
Author(s):  
Risma Munthe ◽  
Adat Muli Peranginangin
Keyword(s):  
Service Quality ◽  
Coefficient Of Determination ◽  
Quality Of Services ◽  
Purchasing Decisions ◽  
Decision Factors ◽  
Dependent Variables ◽  
Independent Variable ◽  
The Relationship ◽  
Casual Relationship

This research is based on a casual relationship that is causal in nature, there are independent variables (variables that influence), dependent variables (variables that are affected) and mediating variables (variables that affect the relationship between the independent variable and the independent variable. Based on the results, it can be seen that the coefficient of determination (adjusted R2) is 0.403. This value means that the effect of the independent variable (service quality and facilities) on the dependent variable (purchase decision) is 40.3% while the remaining 59.7% is influenced by the other purchasing decision factors that are not examined. Based on the results of the F test, it is known that the significant level value obtained is 0,000 and it is smaller than the significant standard at the level of trust 5% or 0.05 and the comparison between F count and F table, where F counts are 15,507 is greater than F table which is 2,922, so it can be It is concluded that Ha is accepted or the quality of services and facilities has a significant effect on purchasing decisions.

scholarly journals ATTRIBUTES OF IMPROVING SERVICE QUALITY ON CONSUMER SATISFACTION WITH SERVQUAL APPROACH

Tibuana ◽  
2020 ◽  
Vol 3 (02) ◽  
pp. 42-47
Author(s):  
Poniman Poniman
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Historical Data ◽  
Good Explanation ◽  
Quality Of Services ◽  
Level Of Service ◽  
Negative Attribute ◽  
Office Equipment

This research aim to find out service quality attributes that can increase customer satisfaction. One service company is CV. Nirwana which is engaged in the sale and service of office equipment maintenance. winning business competition company must create a strategy that can improve the quality of service to consumers.Themethod used in this study is the ServQual Method which includes 5 main dimensions, namely Tangibles, Reliability, Responsiveness, Assurance and Emphaty. The ServQual method is a tool used to measure the services or products of the quality of services received by consumers. Based on the level of service quality there is a negative attribute value on the variable on the dimensions of reliability and responsiveness. Negative values indicate that the quality of service is not quality and consumers do not feel satisfaction with the services provided by the company. Positive values are found in the tangibles, assurance and empathy variables which show that the service provided can be said to be a surprise and consumers feel satisfaction with the service. Therefore, the company is expected to be able to improve the quality of services that are of negative value, namely engine cleanliness after repairs, speed and timeliness in providing services, seriousness and reliability of technicians in completing repairs, availability of historical data / recording systems that are good at service, providing service services in accordance with promise, Alertness in providing assistance to consumers if experiencing difficulties Provide a good explanation of repairs, costs and estimated time to consumers, the ability of service advisors in diagnosing customer problems / complaints.

scholarly journals CONSUMER SATISFACTION ONLINE OJEK SERVICES IN INDONESIA :EFFECT OF SERVICE QUALITY AND CUSTOMER VALUE

2019 ◽  
Vol 7 (12) ◽  
pp. 116-125
Author(s):  
Viniyati Maftuchah ◽  
Ade Ghofir ◽  
Sabil . ◽  
Dinar Riftiasari
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Customer Value ◽  
Transportation Networks ◽  
Sem Analysis ◽  
Analysis Method ◽  
Independent Variables ◽  
Independent Variable

The shift of the use of conventional transportation to online transportation networks has resulted in a decrease in the market share of conventional transportation. The design of this study is causal research, which explains causal relationships between research variables to determine the causal relationship pattern of the independent variables on the dependent variable. The variables in this study are the service quality of the independent variable, customer satisfaction of the dependent variable, and the value of the customer intervening variable. Samples obtained by 100 respondents and taken by Purposive Sampling. The number of samples in this study was determined by the SEM analysis method where the number of indicators multiplied by five. Analysis of the data used is SmartPLS version 3.2. The results showed that all hypotheses could be accepted, where service quality had a positive and significant effect on customer value, but the effect of service quality on customer satisfaction had positive but not significant results, customer value had a positive and significant effect on customer satisfaction and service quality had a positive and significant effect to customer satisfaction through customer value.

scholarly journals NIAT PELANGGAN UNTUK MENGGUNAKAN KEMBALI JASA UMRAH ARWINDA TOUR & TRAVEL

2020 ◽  
Vol 5 (2) ◽  
pp. 85-94
Author(s):  
Winda Trisnandawati
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Positive Influence ◽  
Partial Least Square ◽  
Least Square ◽  
Travel Agent ◽  
Know How

The porpose of this research is to know how deep customers aim to have Arwinda Tour and Travel as their umrah Travel. This goals of research is to know the quality of Arwinda service around cust’s satisfaction, their trust, and to know how deep they want to use this agent back in their travel. Quantitative is the research metode that author used to know relation between variabels, these are exogenous variabel is quality of service and endogen variabel is satisfaction, trust, and their aim to use this travel agent again. Samples that used was about 150 jamaahs, minimum once a year that have Arwinda Tour and Travel. Analysize technical that author used was Partial Least Square (PLS). The result is it positive influence significally as : Service quality has a positive influence of customers satisfaction, service quality has a positive influence of trust, Cust satisfaction has a influence of a cust’s will to use this travel agent again trust has a positive influence of a cust’s will to use this travel agent again

scholarly journals TINGKAT KEPUASAN KONSUMEN TERHADAP KUALITAS PRODUK DAN PELAYANAN BALI BAKERY

2019 ◽  
Vol 7 (3) ◽  
pp. 478
Author(s):  
Eka Kadalora ◽  
A.A.P.Agung Suryawan Wiranatha ◽  
Amna Hartiati
Keyword(s):  
Performance Analysis ◽  
Service Quality ◽  
Product Quality ◽  
Consumer Satisfaction ◽  
Quality Of Services ◽  
Analysis Method ◽  
Product Packaging ◽  
And Performance ◽  
Cartesian Diagram

The aim of this study are 1) To find out the attributes that are considered important by consumers in order to achieve the consumer satisfaction of Bali Bakery 2) To determine the level of consumer’s satisfaction on the products and services provided by Bali Bakery 3) To determine the attributes that considered to get priority in Bali Bakery, based on the level of suitability between interests and performance to provide the satisfaction to the consumers. The data of this study was obtained by distributing 187 questionnaires to the consumers of Bali Bakery Hayam Wuruk Denpasar branch. The Importance Performance Analysis method was used to determine the level of consumer satisfaction related to product quality and service quality performed by the company. The results of the study indicate that consumers were satisfied toward the quality of the product and the quality of services provided by the company. The level of consumer satisfaction toward the product quality was 80,34% and toward the service quality was 81.27%. The attributes that need to be prioritized were all of variables in quadrant A, namely affordable product prices, product packaging that was able to keep the product from being damaged to its destination, the availability of adequate parking space, employees of Bali Bakery providing the same service regardless of social status, and the Bali Bakery restaurant established the opening hours in accordance to the needs of consumers. Keywords: Consumer Satisfaction, Importance Performance Analysis, Cartesian Diagram.

scholarly journals Usage of Social Media Marketing and Service Quality Towards Customer Purchase Intention of PT. Sari Coffee Indonesia

2018 ◽  
pp. 619-629
Keyword(s):  
Social Media ◽  
Service Quality ◽  
Data Processing ◽  
Purchase Intention ◽  
Social Media Marketing ◽  
Quality Of Services ◽  
Customer Expectations ◽  
The Media ◽  
Independent Variable

The increased smartphone users have an impact on social media users who also continue to increase. This is used by the company as a marketing tools, with the hope that the products (goods or services) offered can reach a wider market, increase sales, enhance the company’s image and compete with other similar companies. PT. Sari Coffe Indonesia is known as Starbucks using social media such as Instagram, LINE and Facebook. On the other hand, Starbucks also pays attention to the quality of services provided to its customers which must be able to meet customer needs and even exceed customer expectations. Therefore, the purpose of this study is to find out (1) the effect of social media marketing (X1) on customer purchase intention (Y); (2) service quality (X2) use towards purchase intention (Y); (3) social media marketing (X1) and service quality (X2) use towards purchase intention (Y). The method used in this research is associative quantitative, the method of data collection using the media questionnaire, the scope of this research focuses on customers at Starbucks Pasaraya Grande branch. Data processing using SPSS. Data processing results indicate that there is a significant influence between the independent variable and the dependent variable of 59.8%. At the same time, the results of the F examination also show a significant effect between the independent variable and the dependent variable. In addition, based on T examination, service quality (X2) partially dominates the influence on intention to buy (Y) variable with t count 9,404 while the amount of t count on social media marketing (X1) is 3,182.

scholarly journals Pengaruh Kualitas Pelayanan terhadap Kepuasan pada PT. Telekomunikasi Indonesia Cabang Baubau

2019 ◽  
Vol 4 (1) ◽  
pp. 63
Author(s):  
Rudi Abdullah
Keyword(s):  
Quality Of Service ◽  
Regression Analysis ◽  
Service Quality ◽  
Correlation Relationship ◽  
Know How ◽  
Initial Hypothesis ◽  
Independent Variable ◽  
Simple Regression Analysis ◽  
Simple Regression

The purpose of this research is to know how the influence of service quality to satisfaction at PT Telekomunikasi Indonesia Branch Baubau. With the initial hypothesis that the quality of service affect the satisfaction. With a sample size of 39 people using a simple regression analysis and then descriptive. Based on analysis of research results and discussion in this study, it can be concluded that the quality of service is very influential on satisfaction at PT Telekomunikasi Indonesia Branch Baubau. This can be seen from the regression equation Y = 5.833 + 0.686 X This shows that if there is a change in service quality dimension of I unit, it will cause changes to the satisfaction of 68.6%. Quality of service influence on satisfaction can be seen from the significance value t on a simple regression analysis that sig t = 0.00 <a = 0.05. The value of correlation coefficient (R) of 0.809 can be interpreted that the correlation relationship between service quality independent variable (X) to satisfaction (Y) is positive.

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