scholarly journals ANTESEDEN KEPUASAN PELANGGAN DAN DAMPAKNYA PADA NIAT PEMBELIAN ULANG

2018 ◽  
Vol 7 (4) ◽  
pp. 1892
Author(s):  
Zhafira Raihana ◽  
Putu Yudi Setiawan
Keyword(s):  
Quality Of Service ◽  
Data Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Repurchase Intention ◽  
Repurchase Intentions ◽  
Business Opportunity ◽  
Analysis Techniques

In this era, one of the business opportunity is cafe business. This study aims to explain the effect of store atmosphere, service quality, and customer satisfaction on repurchase intentions, and the role of customer satisfaction mediates the influence of store atmosphere and service quality on repurchase intentions. The research was conducted at The Night Market Cafe & Co Working in Denpasar, using 150 respondents and data analysis techniques in the form of Path Analysis. The results of this study indicate that the store atmosphere and service quality have a positive and significant impact on customer satisfaction. The atmosphere and quality of service have a positive and significant influence on repurchase intention. Customer satisfaction has a positive and significant impact on repurchase intentions. In addition, the results of this study also show that customer satisfaction is able to mediate the effect of store atmosphere and service quality on repurchase intention at The Night Market Cafe & Co Working. Keywords: shop atmosphere, service quality, customer satisfaction, repurchase intention

scholarly journals PERAN KEPERCAYAAN NASABAH DALAM MEMEDIASI PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH

2017 ◽  
Vol 7 (1) ◽  
pp. 192
Author(s):  
Ida Bagus Ngurah Satwika Purwa ◽  
I Gusti Agung Ketut Sri Ardani
Keyword(s):  
Quality Of Service ◽  
Data Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Level Of Service ◽  
Probability Sampling ◽  
Customer Trust ◽  
Number Of Customers

The purpose of this study is to determine the role of customer confidence in mediating the influence of service quality on customer satisfaction. This research was conducted at PT. Satwika Purwa Negara which is an independent marketing office of Prudential Indonesia. Number of customers served in PT. Satwika Purwa Negara reaches 8000 more customers. The number of samples taken is 100 people, using technique of non probability sampling with path as technique of data analysis. Based on the results of the analysis found that the quality of service significantly influence the belief customer at PT. Satwika Purwa Negara, the better the level of service quality, the higher the trust obtained by the customer. Customer confidence has a significant effect on customer satisfaction of PT. Satwika Purwa Negara, the higher the customer's trust, the more easily available customer satisfaction. Quality of service significantly influence customer satisfaction PT. Satwika Purwa Negara, the better the level of service provided then customer satisfaction can be created. Customer confidence is an intervening variable that connects service quality with customer satisfaction at PT. Satwika Purwa Negara.   Keywords: service quality, customer trust, customer satisfaction.

scholarly journals The Influence of Price, Quality of Service and Promotions on Customer Satisfaction at Bu Rajab Resto Pancing and Cottage

2021 ◽  
Author(s):  
Rabhi Fathan Muhammad ◽  
Tina Melinda
Keyword(s):  
Quality Of Service ◽  
Data Analysis ◽  
Linear Regression ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Hypothesis Testing ◽  
Positive Impact ◽  
Collection Data

This study was conducted to analyze the influence of price (X1), service quality (X2) and promotions (X3) on customer satisfaction at Bu Rajab Resto Pancing and Cottage. The study used a quantitative approach and was conducted from March to June 2020. Purposive sampling was used. 120 people were included in the research and 97 people were selected as samples. Participants were customers of Bu Rajab Resto Pancing and Cottage who had visited at least 2 times. A questionnaire was used for data collection. Data analysis involved linear regression, hypothesis testing and classical assumption tests, using the SPSS program. Price and service quality had a significantly positive impact on customer satisfaction, but promotions did not. Keywords: price, service quality, promotion, customer satisfaction

scholarly journals PERAN CITRA TOKO DALAM MEMEDIASI PENGARUH KUALITAS PELAYANAN TERHADAP NIAT BELI ULANG KONSUMEN

2018 ◽  
Vol 8 (2) ◽  
pp. 1144
Author(s):  
I Made Ari Santikayasa ◽  
I Wayan Santika
Keyword(s):  
Quality Of Service ◽  
Image Quality ◽  
Service Quality ◽  
Sampling Method ◽  
Store Image ◽  
Repurchase Intention ◽  
Collection Method ◽  
Analysis Technique

This study aims to explain the effect of service quality on store image, the influence of service quality on repurchase intention, the influence of store image on repurchase intention, and the role of store image mediate the influence of service quality on repurchase intention in Carrefour Bali Province. Repurchase intention is one of the company's goals because the repurchae intention is the action of the consumer to be faithful to the company. This research was conducted in the area of ??Bali Province using 100 respondents. Data collection method used is purposive sampling method with path analysis technique. The results showed that service quality had positive and significant effect to store image. Quality of service has a positive and significant impact on the repurchase intention. The store image has a positive and significant impact on the repurchase intention. Store image as a variable of mediation have an indirectly significant influence to repurchase intention through service quality variable.

EFFECT OF SERVICE QUALITY ON CUSTOMER LOYALTY MEDIATED BY CUSTOMER SATISFACTION PT. MAYBANK INDONESIA FINANCE JAKARTA BRANCH

2021 ◽  
Vol 1 (4) ◽  
pp. 202-211
Author(s):  
Hendri Hendri ◽  
Budi Haryono ◽  
Saparso Saparso
Keyword(s):  
Quality Of Service ◽  
Data Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Good Service ◽  
Purposive Sampling ◽  
Pls Analysis

This study discusses the effect of service quality on customer loyalty mediated by customer satisfaction at PT. Maybank Indonesia Finance Jakarta Branch. This research was conducted by using purposive sampling. Data analysis using Smart PLS analysis. The results of the analysis conclude that service quality does not affect customer loyalty. So it can be said, good service quality may not necessarily make the customer loyal to PT. Maybank Indonesia Finance because there are still several factors that can make customers loyal. Service quality has a positive and significant effect on customer satisfaction. So it can be said, good service quality will increase customer satisfaction with PT. Maybank Indonesia Finance. Customer Satisfaction has a positive and significant influence on Customer Loyalty. So it can be said, increasing customer satisfaction will make customers more loyal to PT. Maybank Indonesia Finance. Customer satisfaction can mediate the effect of service quality on customer loyalty. So it can be said, if the quality of service provided is getting better, it will form high customer satisfaction in the minds of customers, then this will further increase customer loyalty at PT. Maybank Indonesia Finance.

scholarly journals PENGARUH PENGALAMAN PELANGGAN DAN KEPERCAYAAN TERHADAP NIAT BELI ULANG SECARA ONLINE MELALUI KEPUASAN PELANGGAN (Studi Pada Situs Online Berrybenka.com)

2018 ◽  
Vol 7 (10) ◽  
pp. 5343
Author(s):  
Ni Luh Dian Yolandari ◽  
Ni Made Wulandari Kusumadewi
Keyword(s):  
Customer Satisfaction ◽  
Purchase Intention ◽  
Online Shopping ◽  
Customer Experience ◽  
Repurchase Intention ◽  
Repurchase Intentions ◽  
Analysis Techniques ◽  
Buy Back ◽  
Scale Data

The purpose of this study to determine the effect of customer experience, trust, customer satisfaction and re-purchase intention at online shopping site Berrybenka.com. The study was conducted in Denpasar City, using sample size of 112 people. Data were obtained by distributing questionnaires measured by Likert Scale. Data analysis techniques used in the form of classical assumption test, path analysis and equipped with test sobel. The results of this study indicate that customer experience and trust have a positive and significant effect on customer satisfaction. Customer experience and trust have a positive and significant impact on repurchase intentions. Customer satisfaction is able to positively mediate and significantly impact the customer's experience on repurchase intentions. Customer satisfaction is able to positively and positively mediate the effect of trust on repurchase intentions. Berrybenka.com is expected to maintain and even increase customer satisfaction so that it will impact on the intention to buy back. With the intention of buy back can affect the quality of online shopping site Berrybenka.com. Keywords : customers experience, trust, customer satisfaction, and repurchase intention

scholarly journals THE EFFECT OF PRODUCT QUALITY AND SERVICE QUALITY ON CONSUMER SATISFACTION AT ROYA CAFÉ MANTINGAN

2021 ◽  
Vol 9 (1) ◽  
pp. 69
Author(s):  
Hamidah Tussifah ◽  
Nadila Putri Navitsha
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Consumer Satisfaction ◽  
Quantitative Research ◽  
Sampling Technique ◽  
Analysis Techniques ◽  
Linear Regressions

<p><em>Quality assurance becomes the main priority for the company. The quality of the product is closely related to the ability of the product to carry out its functions, with the good quality of the product will make the consumers satisfied and trust. Customer satisfaction is something that needs to be considered by the company. Another factor that can affect customer satisfaction is the quality of service as an effort to fulfill the needs and desires of consumers and the provision of delivery in keeping up with consumer expectations.  This study aims to determine the influence of product quality and service quality partially and simultaneously on customer satisfaction at Roya Café. The research method uses a type of quantitative research. Data collection techniques are carried out by observation. The research instrument uses questionnaires distributed to Roya Café consumers. The sample was taken by 226 respondents, using Non-Probability Sampling technique with Incidental Sampling approach. The analysis techniques in this study used multiple linear regressions. The results showed that partially the quality of the product had a positive and significant effect on customer satisfaction and the quality of service partially influenced positively and significantly to customer satisfaction at Roya Café. </em><em></em></p><p><strong><em><br /></em></strong><strong><em></em></strong></p>

scholarly journals Pengaruh Kualitas Jasa Dengan Kepuasan Pelanggan Di RS Husada Jakarta

2018 ◽  
Vol 21 (1) ◽  
pp. 130
Author(s):  
Andyan Pradipta Utama
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Validity And Reliability ◽  
Satisfaction Scale ◽  
Relationship Of ◽  
The Relationship

The purpose of this study was to determine the relationship of service quality with patient satisfaction in Husada hospital Jakarta in order to provide a draft proposal regarding the quality of service in an effort to improve customer satisfaction. The variables of this study is the quality of service (independent variable) and customer satisfaction (dependent variable). Subjects were patients at the Husada hospital Jakarta totaling 100 patients were assigned to the non-probability sampling method accidental sampling. Measurements were made using a scale of Quality of Service which consists of 20 items, and Patient Satisfaction scale consisted of 12 items that are already on the validity and reliability. By using the technique of linear regression through SPSS for Windows version 21.0 was obtained in the regression R = 0.78 and R square = 0.609, p = 0.000 (p <0.05) indicating that patient satisfaction positively and significantly related to the quality of service equal to 0.780 and the role of service quality variables are able to explain the variable of 60.9% patient satisfaction. The study hypothesis which states "quality of care can improve patient satisfaction in Husada hospital Jakarta ", is accepted. Means the better the quality of service will be followed by increased patient satisfaction in Husada hospital Jakarta.

scholarly journals PENGARUH PELATIHAN DAN KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN PADA GIANT EKSTRA SEMPU KOTA SERANG

2021 ◽  
Vol 17 (1) ◽  
pp. 64-74
Author(s):  
Ubay Haki
Keyword(s):  
Quality Of Service ◽  
Data Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Quantitative Method ◽  
Hypothesis Test ◽  
Coefficient Of Determination ◽  
Analysis Technique

The aim of the research title was to know whether the training influence and service quality effect to consumer satisfaction in Giant Ekstra Sempu Serang city. The hypothesis test used description quantitative method. The population of this research was consumers who shop at Extra Giants Sempu Serang city by the amount 800 people, in taking the samples using Slovin formula found 89 people. To get the data, this study used observation, distributed questionnaires and interviews. The data analysis technique used for processing the data was likert scaale and was assisted by SPSS 24 tool, therefore from research results could be seen the correlation coefficient value between training grades and service quality on consumer satisfaction was 0,827 (very strong), the coefficient of determination was 0,823 or 82,7%, that described the value of training (X1)  and service quality(X2) contributed for 82,7% to costumer satisfaction (Y), while the remaining of 17,3% was influenced by other variables out of this study. The results of this study showed (1) there was a positive and significant effect the value of training on costumer satisfaction at 3,015, (2) there was a positive and significant influences quality of service to customer satisfaction at 4,485, (3) there was a positive and significant influence of the value of training and simultaneous service quality on customer satisfaction at 205,647

scholarly journals PERAN KEPUASAN PELANGGAN DALAM MEMEDIASI KUALITAS PELAYANAN TERHADAP LOYALITAS PELANGGAN

2019 ◽  
Vol 8 (11) ◽  
pp. 6782
Author(s):  
I Putu Satya Nitya Ananda ◽  
I Made Jatra
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Analysis Techniques ◽  
The Many ◽  
Fierce Competition ◽  
Best Offer ◽  
Customer Satisfaction And Loyalty

Nitya Home Stay is one of the lodgings that have nuances of villas on Nusa Lembongan Island, Nusa Penida, Klungkung, Bali. Nitya Home Stay has many competitors who are in Nusa Lembongan. The many inns that exist on Nusa Lembongan make competition so tight. Every company competes to provide the best offer in order to attract customers from competitors. In order to survive in the increasingly fierce competition, Nitya Home Stay must be able to provide maximum service quality so that customers feel satisfied and will have an impact on customer loyalty. This study aims to determine the role of customer satisfaction in mediating service quality to customer loyalty. This research was conducted in Nusa Lembongan, using 125 respondents. This study uses data analysis techniques in the form of Path Analysis. The results of this study indicate that service quality has a positive and significant effect on customer customer satisfaction and loyalty. Customer satisfaction has a positive and significant effect on customer loyalty. Customer satisfaction is positively and significantly mediates service quality towards customer loyalty. Nitya Home Stay needs to continue to improve the quality of service so that customers feel satisfied so as to create customer loyalty. Keywords: service quality, customer satisfaction, customer loyalty

Pengaruh Kualitas Pelayanan Terhadap Kepuasan Tamu Hotel Benua Mas Pontianak

2019 ◽  
Vol 4 (1) ◽  
pp. 27-34
Author(s):  
Simon Ahie
Keyword(s):  
Quality Of Service ◽  
Data Analysis ◽  
Customer Satisfaction ◽  
Quality Service ◽  
Five Dimensions ◽  
Analysis Techniques ◽  
Independent Variables ◽  
Collection Data ◽  
Common Problems

This reseach was carried out on the company Benua Mas Hotel Pontianak. Common problems in thisstudy are “How Does the Quality of Service Affect Hotel Guests Benua Mas Pontianak”. Reseachers usedqualitative desciptive methods. Data analysis techniques used are multiple linear regression, the researchtechnique in this study is in form documentation techniques by collection data from Benua Mas Hotel Pontianak.This study examines the quality of service consisting of five dimensions that is physical evidance, reliability,responsiveness, guarantee and empathy, and customer satisfaction on Benua Mas Hotel Pontianak. Based on themethod of determining the sample, the sample used was 30 respondents.Based on the results of simultaneous tes/ F test can be seen that independent variables have influence tothe dependent variable. From the results of the analysis carried out indicate that service quality service consistingof five dimensions, namely physical evidance, reliability, responsiveness, guarantee and empathy, simultaneouslyaffect customer satisfaction Benua Mas Hotel Pontianak.Physical evidance variables affect hotel customer satisfaction Benua Mas Pontianak, while the reliabilityvariable, responsiveness variable, guarantee variables and empathy variables does not affect hotel customersatisfaction Benua Mas Pontianak.

Sign in / Sign up

Export Citation Format

Share Document