scholarly journals The Influence of Service Quality and Brand Image on Customer Satisfaction (Case Study at Bankaltimtara)

2019 ◽  
Vol 8 (2) ◽  
pp. 12
Author(s):  
RESLIANTY RACHIM ◽  
ZULKIFLI ZULKIFLI
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Brand Image ◽  
Pearson Correlation ◽  
Linear Regression Analysis ◽  
Field Research ◽  
Sampling Technique ◽  
Coefficient Of Determination ◽  
Significant Positive Effect ◽  
Positive Effect

     The purpose of this study was to determine the effect of service quality and image on customer satisfaction on Bankaltimtara, both partially and simultaneously using the study population, namely Bankaltimtara customers who came to the office when the researchers conducted field research. And the sample used in this study amounted to 100 people. The sampling technique in this study uses accidental sampling technique, which is a sampling technique based on coincidence, where the customer meets the researcher by chance. Data collection techniques used in this study are library research and field work research in the form of observations, interviews and questionnaires.    This research method is descriptive using validity test analysis tools, reliability test, multiple linear regression analysis, Pearson correlation coefficient test, coefficient of determination test, T test and F test with the help of SPSS software version 23 to determine the effect of each variable. From the results of the analysis, it is known that the value of variable X1 is service quality, variable X2 is brand image and variable Y is customer satisfaction is significantly positive. The statistical test results partially stated that the service quality variable had a significant positive effect on customer satisfaction variables of 32.19% and the brand image variable had a significant positive effect on customer satisfaction variables of 28.86%. While the results of simultaneous testing stated that the variable service quality and brand image variables have a significant positive effect on customer satisfaction variables of 57.13%.  

Apakah Religiusitas sebagai Faktor Penarik Terhadap Kepuasan Nasabah (Studi Kasus BMT Idrisiyyah Tasikmalaya)

2020 ◽  
Vol 6 (1) ◽  
pp. 62-67
Author(s):  
Dede Aji Mardani ◽  
Riska Gunawati
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Research Method ◽  
Mutual Influence ◽  
Linear Regression Analysis ◽  
Field Research ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
T Test ◽  
Coefficient Of Determination

The purpose of this study is to know and analyze the implementation of services, perceptions of religiosity of institutions and customer satisfaction, as well as the influence of service quality and religiosity perceptions in BMT Idrisiyyah to customer satisfaction BMT Idrisiyyah Tasikmalaya.The research method used in this research is the field research method (field reaserch), while the data collection techniques are done through the spread of questionnaires and interviews. The sampling technique using slovin formula with the number of respondents 100 customers and the analysis tools used are classical assumption test, multiple linear regression analysis, coefficient of determination test, t-test and F test.Based on the results of research and F-test results (simultaneous) showed that service and perceptions of religiosity together affect the customer satisfaction. The result of t-test (partial) which have positive effect significantly to customer satisfaction from service quality is variable of reliability, responsiveness variable, assurance variable and empathy while for physical proof (tangible) has no effect to customer satisfaction. For the perception variable religiosity also does not affect customer satisfaction. For the mutual influence of service quality and religiosity perception have an effect on customer satisfaction in BMT Idrsiyyah with significance value 0,000 and F value equal to 6,750.

scholarly journals PENGARUH KUALITAS PELAYANAN, HARGA, DAN CITRA MEREK TERHADAP KEPUASAN PELANGGAN PENGGUNA JASA TRANSPORTASI OJEK ONLINE DI LAMONGAN

2020 ◽  
Vol 12 (2) ◽  
pp. 123-135
Author(s):  
Nawari Nawari ◽  
Sigit Marianto
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Quantitative Research ◽  
Brand Image ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
T Test ◽  
Coefficient Of Determination ◽  
Motorcycle Taxi

This study aims to determine the effect of service quality, price, brand image on satisfaction of ojek online transportation customers in Lamongan. This study is a survey with quantitative research. The population in this study is Cak Ed Lamongan online motorcycle taxi customers. Sampling used a purposive sampling technique and obtained a sample of 100 respondents using the formula Rao Purba. Data collection techniques in this study used interviews and questionnaires. Analysis of the data used were the validity test, the reliability test, the multiple linear regression analysis, the classic assumption test, the coefficient of determination R2 test, and hypothesis was tested through t test that was used to determine the effect of service quality, price and brand image partially on satisfaction of ojek online transportation customers in Lamongan. From the analysis, results obtained of t test results variable service quality was tcount = 3.934 > ttable = 1.660 which states that the quality of service affects customer satisfaction. Price variable was tarithmetic = 3,622 > ttable = 1,660 which indicates that price influences customer satisfaction, and brand image variable tcount = 2,216 > ttable = 1,660 which states that brand image influences customer satisfaction. While R square of 0.783 shows that 78.3% of the variable Customer satisfaction is influenced by service quality, price, and brand image. While the remaining 21.7% is influenced by other variables that were not examined.

scholarly journals Analisis Kepuasan Mahasiswa dalam Menggunakan Sistem Informasi Terpadu Akademik (SITA) Universitas Batanghari Jambi

2020 ◽  
Vol 5 (2) ◽  
pp. 327
Author(s):  
Osrita Hapsara ◽  
Gupron Gupron ◽  
Andri Yandi
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Information Quality ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Primary Data ◽  
Quality Information ◽  
Significant Positive Effect ◽  
System Quality ◽  
Positive Effect

This study aims to analyze the effect of system quality, information quality, and service quality on student satisfaction in using the Integrated Academic Information System (SITA) at Batanghari University (Unbari) Jambi. This research was conducted in the Unbari Jambi environment, with the population in this study were students in the Unbari Jambi environment. The sample in the study was 98 students with proportionate random sampling technique. Types and sources of research data consist of primary data, namely data obtained from the opinions of respondents through a research questionnaire, and secondary data, namely data obtained from Unbari Jambi. The data analysis technique used in testing the research hypothesis was multiple linear regression analysis using SPSS version 21.0 for windows. The results of the study found that: 1) system quality has a positive and significant effect on student satisfaction in Unbari Jambi; 2) the quality of information has a significant positive effect on student satisfaction in Unbari Jambi; 3) service quality has a significant positive effect on student satisfaction in Unbari Jambi; and 4) system quality, information quality, and service quality together have a significant effect on the satisfaction of Unbari Jambi students with a contribution of influence of 68.1% and the remaining 31.9% is influenced by other factors not included in the scope of this study.

scholarly journals PERAN NILAI PELANGGAN MEMEDIASI PENGARUH CITRA MEREK DAN KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN

2019 ◽  
Vol 8 (8) ◽  
pp. 5304
Author(s):  
Ni Wayan Dian Ratna Anggelina ◽  
Ni Made Rastini
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Customer Value ◽  
Brand Image ◽  
Significant Positive Effect ◽  
Analysis Technique ◽  
Positive Effect

The purpose of this study is to examine the role of customer value mediating the influence of brand image and service quality on customer satisfaction PT. Agung Automall Gianyar. Variables examined in this study are variable customer value, brand image, service quality and customer satisfaction. The number of samples taken was 100 respondents. The analysis technique used is path analysis using the sobel test. Based on the results of the analysis found that the brand image variable has a significant positive effect on customer value, the service quality variable has a significant positive effect on customer value, the brand image variable influences customer satisfaction, the service quality variable has a significant positive effect on customer satisfaction, the customer value variable has a significant positive effect on customer satisfaction, customer value variables have a significant positive effect on mediating brand image on customer satisfaction, customer value variables have a significant positive effect on mediating service quality to customer satisfaction. Keywords: customer value, brand image, service quality, customer satisfaction

scholarly journals Analisis Faktor-Faktor Yang Berpengaruh Terhadap Keputusan Pembelian Secara Online di Website Tokopedia (Studi Kasus pada Mahasiswa di Universitas Islam Indonesia)

2019 ◽  
Vol 3 (1) ◽  
pp. 65-79
Author(s):  
Ardianto Kusuma
Keyword(s):  
Risk Perception ◽  
Service Quality ◽  
Risk Perceptions ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Purchase Decisions ◽  
Significant Positive Effect ◽  
Purchasing Decisions ◽  
Online Purchase ◽  
Positive Effect

The purpose of this study was to determine the effect of trust, safety, service quality, and risk perception on online purchasing decisions. The population in this study are all consumers who have made purchases through online Tokopedia. The sampling technique in this study using purposive sampling. The requirements to be sampled in this study are those who have made purchases through online Tokopedia. In the sense that the sample is consumers who have made purchases through online Tokopedia within the Indonesian Islamic University students as many as 96 samples. The analytical tool used is Multiple Linear Regression Analysis. The results show that simultaneously the four variables of trust, security, service quality, and risk perception simultaneously have an influence on Online Purchase Decisions on the Tokopedia Website, partially trust has a significant positive effect on Online Purchase Decisions on the Tokopedia Website, partially security has a significant positive effect on Online Purchase Decisions on the Tokopedia Website, partially service quality has a significant positive effect on Online Purchasing Decisions on the Tokopedia Website, and partially risk perceptions have a significant positive effect on Online Purchasing Decisions on the Tokopedia Website  

scholarly journals Pengaruh kualitas pelayanan, harga, dan lokasi terhadap kepuasan pelanggan PT.Dwi Karya Sartika

2021 ◽  
Vol 16 (1) ◽  
pp. 81-96
Author(s):  
Fenny Krisna Marpaung ◽  
Irma N. Hutagalung ◽  
Maria Mariana Tinambunan ◽  
Nico Jeremi Siahaan ◽  
Lamhoras H. Siregar
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Linear Regression Analysis ◽  
Reliability And Validity ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
Free Variable ◽  
Coefficient Of Determination ◽  
Research Implementation ◽  
Independent Variable

The purpose of the implementation of this research is to prove and determine the magnitude of the influence of the independent variable of service quality, the independent variable of price, and the independent variable of location on the dependent variable of customer satisfaction at PT.Dwi Karya Sartika Medan. The sampling technique used was random sampling, thus the sample used was to carry out regression testing on 84 research respondents and 30 study respondents to carry out the reliability and validity test. Hypothesis testing is to use multiple linear regression analysis. The results of the research implementation of the independent variable of service quality, the independent variable of price, and the independent variable of location contributed partially to the dependent variable of customer satisfaction PT.Dwi Karya Sartika. The result of the test of the coefficient of determination is 0.758, which means that the resulting or predicted influence of the free variable of service quality (X1), price free variable (X2), and location independent variable (X3) on the dependent variable of customer satisfaction (Y) is 75.8%, while the remaining 24.2% is predicted or influenced by independent variables which are not included in the implementation of this research. Keywords: Service quality, Price, Location, Customer satisfaction.

scholarly journals Pengaruh E-Service Quality Dan E-Trust Terhadap Kepuasan Pelanggan Pengguna Moda Transportasi Grab di Tangerang Selatan

2018 ◽  
Vol 2 (1) ◽  
pp. 54
Author(s):  
Edi Setiawan ◽  
Sarah Septiani
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Hypothesis Test ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Coefficient Of Determination ◽  
Survey Method ◽  
Test Statistic ◽  
Electronic Service

In this research used survey method, that is to explain influence between independent variable that is electronic service quality and electronic trust to dependent variable that is customer satisfaction and explain relation between variable. The population in this study is the consumer of Grab Car transport users in Bintaro, South Tangerang. The sampling technique uses accidental technique, ie random sampling of the sample that met on that day. Technique of collecting data that is done is test of questioner, that is data collecting technique by asking some direct statement to sample. Processing techniques and data analysis include correlation analysis, multiple linear regression analysis, classical assumption test, hypothesis test and coefficient of determination analysis. The result of T test statistic shows that the quality of electronic service partially has significant effect on customer satisfaction. Electronic confidence partially significant effect on customer satisfaction, while statistical test F shows the quality of electronic services and electronic trust simultaneously significant effect on customer satisfaction.

scholarly journals ANTESEDEN PEMBENTUK KEPUASAN KONSUMEN (STUDI PADA KONSUMEN TAS RUMAH WARNA YOGYAKARTA)

2020 ◽  
Vol 9 (1) ◽  
pp. 76
Author(s):  
Khalifah Nurjannah ◽  
Fitroh Adhilla
Keyword(s):  
Customer Satisfaction ◽  
Consumer Satisfaction ◽  
Quantitative Research ◽  
Brand Image ◽  
Sampling Technique ◽  
Significant Positive Effect ◽  
Validity And Reliability ◽  
F Test ◽  
Quality Product ◽  
Positive Effect

This study aims to determine the effect of the three forming factors consumer satisfaction consisting of product quality, brand image and price affect consumer satisfaction Rumah Yogyakarta bag colors both partial or simultaneous. This research is a quantitative research. Sampling with non probability sampling with purposive sampling technique that has criteria is a consumer of the Yogyakarta Color House bag female, have bought and used a Rumah Warna bag, and are> 18 years old year. Data collection in this study uses deployment questionnaire to be tested for validity and reliability, for data analysis using multiple regression analysis, t test, f test and R square. Subject this research is the consumers of Rumah Warna Yogyakarta bag already once bought and used a Rumah Color bag. The results showed that: 1) the quality of the product on the bag Rumah Warna does not have a significant effect on bag customer satisfaction Rumah Warna Yogyakarta, 2) brand image on Rumah Warna bag is influentialsignificant positive effect on customer satisfaction Rumah Warna Yogyakarta bag, 3) the price on the Rumah Warna bag has a significant positive effect on satisfaction Yogyakarta Rumah Color bag consumers, and 4) together quality product, brand image and price have a significant positive effect on satisfaction Yogyakarta Rumah Color bag consumers with an f test result of 0,000 <0.05, with a regression equation Y = 0.237 + 0.218 X1 + 0.337 X2 + 0.396 X3 + e. R Square of 0.496 or 49.6% which influences and the remaining 50.4% influenced by other variables not examined by this study.

scholarly journals PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN DALAM MENGGUNAKAN LAYANAN OJEK ONLINE DI KARAWANG

2021 ◽  
Vol 6 (1) ◽  
pp. 19-28
Author(s):  
Lania Muharsih
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Quantitative Research ◽  
Service Providers ◽  
Sampling Technique ◽  
Coefficient Of Determination ◽  
Quantitative Research Methods ◽  
Positive Effect

The progress of this online transportation company certainly depends on the quality of service provided to its customers. Companies engaged in online-based transportation service providers are required to provide good service to their customers in order to satisfy their customers. This study aims to determine the effect of service quality on customer satisfaction in using online taxibike services in Karawang. The research method used is quantitative research methods with non-experimental research design. Sampling in this study was carried out by using a quota sampling technique. The number of samples in this study were 384 respondents. The method of data collection was carried out using service quality instruments with 57 valid items and customer satisfaction instruments with 29 valid items. Based on the Cronbach Alpha formula, the reliability coefficient of the service quality instrument is 0.978 and the customer satisfaction instrument is 0.907, which means that these two scales are very reliable. The results of the data analysis show that there is a positive effect of service quality on customer satisfaction in using online taxibike services in Karawang. This means that the better the quality of service provided by online taxibike service providers in Karawang, the higher customer satisfaction. The results of the calculation of the coefficient of determination show that service quality has a positive effect on customer satisfaction by 1.7%, while the other 98.3% are influenced by other variables not examined in this study. The suggestions for further research are examining other variables that can affect customer satisfaction, such as service quality and price.Keywords: Service quality, customer satisfaction, online taxibike Kemajuan perusahaan transportasi online ini tentunya bergantung pada kualitas pelayanan yang diberikan untuk para pelanggannya. Perusahaan yang bergerak di bidang jasa penyedia transportasi berbasis online dituntut untuk memberikan pelayanan yang baik kepada pelanggannya agar bisa memuaskan pelanggannya. Penelitian ini bertujuan untuk mengetahui pengaruh kualitas pelayanan terhadap kepuasan pelanggan dalam menggunakan layanan ojek online di Karawang. Metode penelitian yang digunakan adalah metode penelitian kuantitatif dengan desain penelitian non-eksperimental. Pengambilan sampel pada penelitian ini dilakukan dengan teknik pengambilan sampel kuota. Adapun jumlah sampel dalam penelitian ini sebanyak 384 responden. Metode pengumpulan data dilakukan dengan menggunakan instrumen kualitas pelayanan sebanyak 57 item sahih dan instrumen kepuasan pelanggan sebanyak 29 item sahih. Berdasarkan rumus Alpha Cronbach diperoleh koefisien reliabilitas instrumen kualitas pelayanan sebesar 0,978 dan instrumen kepuasan pelanggan sebesar 0,907, yang berarti kedua skala ini sangat reliabel. Hasil analisis data menunjukkan bahwa terdapat pengaruh positif kualitas pelayanan terhadap kepuasan pelanggan dalam menggunakan layanan ojek online di Karawang. Artinya semakin baik kualitas pelayanan yang diberikan penyedia jasa layanan ojek online di Karawang maka semakin tinggi kepuasan pelanggan. Hasil perhitungan koefisien determinasi menunjukkan bahwa kualitas pelayanan memberikan pengaruh positif terhadap kepuasan pelanggan sebesar 1,7%, sedangkan 98,3% lainnya dipengaruhi oleh variabel-variabel lain yang tidak diteliti dalam penelitian ini. Adapun saran untuk penelitian selanjutnya yaitu meneliti variabel-variabel lain yang dapat memengaruhi kepuasan pelanggan misalnya kualitas jasa dan harga.Kata Kunci: Kualitas pelayanan, kepuasan pelanggan, ojek online

scholarly journals ANALISIS PENGARUH BRAND IMAGE ,SERVICE QUALITY DAN PRICE TERHADAP CUSTOMER SATISFACTION

2019 ◽  
Vol 8 (9) ◽  
pp. 5867
Author(s):  
Juliana Juliana
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Sampling Method ◽  
Total Population ◽  
Brand Image ◽  
Sampling Technique ◽  
Analysis Technique ◽  
Free Service ◽  
Independent Variable ◽  
Positive Effect

Telkomsel is the largest cellular telecommunications operator in Indonesia. This study aims to analyze how the influence between brand image, service quality and price on customer satisfaction. This research was conducted on Telkomsel operator customers at Karawaci Lippo Village. Total population of all customers using Telkomsel operators in Karawaci Lippo Village. Samples taken using non probability sampling method with purposive sampling technique. Data was obtained by distributing questionnaires to 100 respondents who were distributed directly. The data analysis technique used is using multiple regression analysis. The results obtained show that the brand image independent variable has a positive effect on the dependent variable customer satisfaction free service quality variable has a positive effect on the dependent variable customer satisfaction and the independent variable price has a positive effect on customer satisfaction Keywords: brand image,, service quality, price, customer satisfaction

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