scholarly journals MODEL KEPUASAN PELANGGAN: ANALISIS KUALITAS PRODUK DAN KUALITAS LAYANAN TERHADAP CITRA MEREK PADA GIANT CITRA RAYA JAKARTA

2017 ◽  
Vol 21 (3) ◽  
pp. 317
Author(s):  
Agussalim M ◽  
Hapzi Ali
Keyword(s):  
Quantitative Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Hypothesis Testing ◽  
Product Quality ◽  
Brand Image ◽  
Analytical Tool ◽  
Analysis Method ◽  
Quantitative Analysis Method

This study aims to analyze the effect of product quality and service quality on brand image and customer satisfaction either partially or simultaneously on Giant Citra Raya Tangerang. The population of this study is Giant Citra Raya customers which averages 2,070,823 / 12/30 = 5752 per day. The sample in this research using Slovin formula is 152 customers. Quantitative analysis method using path analysis, followed by determination analysis (R Square), partial hypothesis testing (t test) and simultaneous (F test) with alpha 5 percent. Before further analyzed first tested the instrument and test the classical assumption. Analytical tool using SPSS version 21.0 for windows. The result of the research shows that product quality and service quality are partially and simultaneously have positive and significant effect on brand image and customer satisfaction, and brand image has influence to customer satisfaction at Giant Citra Raya Tangerang.

scholarly journals Meningkatkan Kinerja Karyawan Melalui Sistim Informasi Manajemen dan Komunikasi (Studi pada Biro Pengelolaan Barang Milik Daerah Setda Provinsi Jambi)

2019 ◽  
Vol 4 (1) ◽  
pp. 72
Author(s):  
Gupron Gupron
Keyword(s):  
Information Systems ◽  
Quantitative Analysis ◽  
Path Analysis ◽  
Hypothesis Testing ◽  
Sampling Method ◽  
Management Information Systems ◽  
Analysis Method ◽  
Management Information ◽  
Regional Management ◽  
Quantitative Analysis Method

This study aims to analyze the effect of Management Information Systems and Communication on the performance of employees both partially and simultaneously at the Regional Secretariat's Regional Management Bureau of Jambi Province. The population in this study were employees of the Regional Secretariat Regional Management Bureau of Jambi Province with a number of 77. Because the population in this study was less than 100 people, in this study the sampling method used the census method. Quantitative analysis method using Path Analysis, followed by analysis of determination (R Square), partial hypothesis testing (t test) and simultaneous (F test) with alpha 5 percent (0.05). Before further analysis, the classical assumption test is carried out first. Analysis tools using SPSS version 21.0 for Windows. The results showed that management and communication information systems had a positive and significant effect on the performance of employees at the Regional Secretariat's Regional Management Bureau of Jambi Province.

PENGARUH KUALITAS PRODUK DAN KUALITAS PELAYANAN TERHADAP PENINGKATAN KEPUASAN DAN LOYALITAS PELANGGAN PERUSAHAAN DAERAH AIR MINUM (PDAM) KOTA MAKASSAR

2019 ◽  
Vol 3 (2) ◽  
pp. 228-244 ◽  
Author(s):  
Muhammad Rezha Pahlawan ◽  
Nurlia Nurlia ◽  
Abdul Rahman Laba ◽  
Erlina Pakki ◽  
Hardiyono Hardiyono
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Customer Loyalty ◽  
Indirect Effects ◽  
Analysis Method ◽  
Water Company ◽  
The Relationship ◽  
Intervening Variables ◽  
Customer Satisfaction And Loyalty

This study aims to determine the effect of Product Quality and Service Quality on Increasing Customer Satisfaction and Loyalty in Makassar Municipal Water Company (PDAM) both directly and through intervening variables or indirect effects. This study uses a quantitative approach conducted with the aim to explain the position of the variables studied and the relationship between one variable with another variable. This research will explain the causal relationship between variables through hypothesis testing. In this study, the analysis method used is path analysis using the SmartPLS program. The results of this study found that directly the product quality had a positive and significant effect on customer satisfaction, service quality had a positive and significant effect on customer satisfaction, product quality had a positive and significant effect on customer loyalty, service quality had a positive and not significant effect on customer loyalty, customer satisfaction positive and significant effect on customer loyalty. The indirect effect of this research is product quality has a positive and significant effect on customer loyalty if mediated by customer satisfaction. Service quality also has a positive and significant effect on customer loyalty if mediated by customer satisfaction.

PENGARUH KUALITAS PRODUK DAN KUALITAS LAYANAN TERHADAP KEPUASAN PELANGGAN

2017 ◽  
Vol 5 (3) ◽  
Author(s):  
Ismail Razak, SE., MS. ◽  
Nirmala Putri Sari
Keyword(s):  
Data Analysis ◽  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Sampling Method ◽  
Primary Data ◽  
Analysis Method ◽  
Simple Linear Regression ◽  
The City

The aim of this study was to analize the effects of product quality and service quality on the customer satisfaction. This study took place in the City of Bekasi and objects in this study are all customer who use the Matrass GM-9000. Primary data was obtained from customers of Matrass GM-9000 in Bekasi City through admission filling of questionnaire by using scale of Likert. The respondent of this study was chosen through accidental sampling method, and data analysis method was simple linear regression and multiple linear regression. The results of this study indicated that product quality and service quality positively and significant influenced the customer satisfaction

scholarly journals The Effect of Service Quality, Trust, Brand Image on Customer Satisfaction (Study on Cimb Niaga Tabungan Bisnis PT. Bank Cimb Niaga Tangerang Bintaro Branch)

2020 ◽  
Vol 5 (8) ◽  
pp. 1767-1772
Author(s):  
Defi Alfianto ◽  
Dr. Tafiprios, SE,. MM
Keyword(s):  
Data Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Brand Image ◽  
Partial Least Square ◽  
Least Square ◽  
Survey Method ◽  
Questionnaire Data ◽  
Analysis Method ◽  
Convenience Sampling

In this researchpintends to analyze the influence of service quality, trust, brand image and customer satisfaction. The object of this research is the customer of bank cimb niaga branch tanggerang bintaro the number of samples specified is a total of 100 respondents by using slovin calculation method. The sample withdrawal method uses Convenience Sampling. The method performed for data collection using the survey method, with research instruments is a questionnaire. Data analysis method using SEM Partial Least Square (PLS).. Penelitian has proven telah that thequality of service has a positive and significant effect on customer satisfaction,trust kepercayaan has a positive and significant effect on customer satisfaction,and the brand image has a positive and significant effect on pt customer satisfaction. Bank CIMB Niaga Tangerang Bintaro Branch

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 KEPUASAN KONSUMEN TERHADAP KUALITAS PRODUK KOPI DAN KUALITAS PELAYANAN MENGGUNAKAN METODE IMPORTANCE PERFOMANCE ANALYSIS (Studi Kasus Di Geo Coffee)

2018 ◽  
Vol 6 (2) ◽  
pp. 147
Author(s):  
Putu Anggi Ranitaswari ◽  
Sri Mulyani ◽  
Cokorda Anom Bayu Sadyasmara
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Consumer Satisfaction ◽  
Sampling Method ◽  
Sweet Taste ◽  
Analysis Method ◽  
Customer Needs ◽  
Level Of Satisfaction

This study aims to determine the attributes that are considered important by consumers in order to achieve customer satisfaction, know the level of satisfaction or level of consumer suitability of products and services in Geo Coffee, and determine the attributes that need to get priority from the company to be improved in order to achieve customer satisfaction . This research was conducted at Geo Coffee. The sample used was 91 respondents using epurposive sampling method. Data were obtained by distributing questionnaires and correspondents directly. This research uses Importance Performance Analysis method. The result of this research shows that attribute with highest level of consumer satisfaction for product quality is characteristic of coffee taste characteristic based on brand cafe with level of matching equal to 101.95%. the attribute with the lowest level of conformity is a constant (stable) coffee taste for each presentation corresponding to a suitability level of 82.52%. Attributes with the highest level of customer satisfaction for service quality is the speed in responding to complaints and customer problems with a level of suitability of 120.34%. The attribute with the lowest level of customer satisfaction for service quality is the waiter providing services and appropriate handling to customer needs with the level of suitability of 80.05%. The attributes that must be prioritized for the product are the constant (stable) coffee taste of each serving and the sweet taste of coffee. The attributes that must get priority for service is the process of making order menu in Geo Coffee done quickly. Keywords: customer satisfaction, Importance Performance Analysis, Geo Coffee

scholarly journals ANALISIS PENGARUH KUALITAS MAKANAN DAN KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN DAN DAMPAKNYA PADA BEHAVIORAL INTENTION RESTORAN TOP YAMMIE

2020 ◽  
Vol 8 (2) ◽  
pp. 18-48
Author(s):  
Priska Liliani
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Food Quality ◽  
Behavioral Intention ◽  
Quantitative Research ◽  
Total Sample ◽  
Quality Service ◽  
Analysis Method ◽  
Effect Of Food

The purpose of this research is to analyze the effect of food quality, service quality on customer satisfaction and its impact on Top Yammie's restaurant behavioral intention. The analytical method used by the authors in conducting this research is to use quantitative research with a total sample of 100 people who are respondents who are people who eat at Top Yammie restaurants. In carrying out the data collection is done by distributing questionnaires in which there are several items of statement. in this study the variables are divided into several parts including food quality (X1), service quality (X2) to customer satisfaction (Y), and behavioral intention (Z). To measure the amount of influence on these variables, the authors use the path analysis method (path analysis). From the results of the analysis it was found that there was a significant influence both partially and simultaneously on food quality variables, service quality on customer satisfaction and its impact on Top Yammie's restaurant behavioral intentions

scholarly journals ANALYSIS OF THE EFFECT OF SERVICE QUALITY, PRODUCT QUALITY AND BRAND IMAGE ON CUSTOMER SATISFACTION AND ITS IMPLICATIONS ON CONSUMER LOYALTY PT. SHARP ELECTRONICS INDONESIA (CASE STUDY AT KARAWANG SHARP DIRECT SERVICE STATION)

2020 ◽  
Vol 6 (6) ◽  
pp. 197-212
Author(s):  
Lise Tiasanty ◽  
Arifin Sitio
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Brand Image ◽  
Care Center ◽  
Survey Method ◽  
Consumer Loyalty ◽  
Direct Service ◽  
Service Station ◽  
Quality Product

This study aims to determine whether there is an influence between service quality, product quality and brand image on customer satisfaction and its implications for consumer loyalty at PT. Sharp Electronics Indonesia (study case in Karawang’ s Sharp Direct Service Station). The research method used was a survey method by distributing questionnaires to 182 respondents who had purchased 32-inch Sharp television LCD products residing in the Karawang’ s Sharp Direct Service Station area and recorded in the Sharp Customer Care Center database. The tool used to analyze data is the Statistical Package for Social Studies (SPSS) program ver.22. The result in this study are (1) Service Quality has positive and significant effect on Customer Satisfaction, (2) Product Quality has positive and significant effect on Customer Satisfaction, (3) Brand Image has positive and significant effect on Customer Satisfaction, (4) ) Service Quality has positive and significant effect on Consumer Loyalty, (5) Product Quality has positive and significant effect on Consumer Loyalty, (6) Brand Image has positive and significant effect on Consumer Loyalty, (7) Customer Satisfaction has positive and significant effect on Consumer Loyalty at PT. Sharp Electronics Indonesia especially at Sharp Direct Service Station (SDSS) Karawang. Positive correlation coefficient with a strong level of interpretation.

scholarly journals PENGARUH KUALITAS PRODUK, KUALITAS LAYANAN, DAN CITRA MEREK TERHADAP LOYALITAS NASABAH YANG DIMEDIASI OLEH KEPUASAN NASABAH (Studi pada Nasabah PT. BRI (Persero) Tbk. Yogyakarta)

2020 ◽  
Vol 7 (2) ◽  
pp. 123
Author(s):  
Lita Ningrum Afriani ◽  
Hendro Setyono
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Customer Loyalty ◽  
Brand Image ◽  
Primary Data ◽  
Quality Service ◽  
Loyal Customer ◽  
Number Of Customers ◽  
Loyal Customers

For companies, loyal customers mean a lot besides illustrates the amount of profitability obtained by loyal consumers can also show the image or image of the company in the public eye. Loyal customers can become partners in developing new products, because they maintain and defend and even use the services of existing companies. According to Darsono (2004) a loyal customer becomes a valuable asset for the company. Loyal customers will reduce the effort to find new customers, giving positive feedback to the company. Companies must be able to satisfy old customers and create new customers, if you want to win the competition. PT. BRI (Persero) Tbk. Yogyakarta must be able to answer the existing competition challenges. The population in this study are customers of Bank Rakyat Indonesia Yogyakarta and have been customers for at least one year. While the sample in this study is a portion of the number of customers from BRI Bank Yogyakarta. The sampling technique uses accidental sampling and purposive sampling. While the data used in the study are primary data, that is data obtained directly from respondents by the researchers themselves through questionnaires. Analysis tools using multiple linear regression The results of the analysis can be concluded that: Product quality has a significant effect on customer satisfaction. Service quality has a significant effect on customer satisfaction. Brand image does not significantly influence customer satisfaction. Product quality, service quality and brand image together significantly influence customer satisfaction. Product quality does not significantly influence customer loyalty. Service quality has a significant effect on customer loyalty. Brand image does not significantly influence customer loyalty. Product quality, service quality and brand image together significantly influence customer loyalty. Customer satisfaction significantly influences customer loyalty. Customer satisfaction mediates the effect of product quality on customer loyalty. Customer satisfaction does not mediate the effect of service quality on customer loyalty. Customer satisfaction does not mediate the effect of brand image on loyalty the customer.

scholarly journals PENGARUH KUALITAS PRODUK DAN PELAYANAN TERHADAP LOYALITAS KONSUMEN MUSLIM DENGAN KEPUASAN SEBAGAI VARIABEL INTERVENING

2021 ◽  
Vol 1 (2) ◽  
Author(s):  
Tri Anagh Firli ◽  
Drajat Stiawan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Product Quality ◽  
Consumer Satisfaction ◽  
Field Research ◽  
Primary Data ◽  
Research Approach ◽  
Quality Service ◽  
Business World

In the business world, quality is certainly something very important. Quality or product quality is a determinant of consumer satisfaction, after buying or using a product. In addition to product quality, one thing that should not be missed is service quality. Service quality is a measure of how good the level of service that a company can provide to its customers. Even Islamic teachings have taught about providing services from businesses that must be carried out properly, both in the products and services provided. Both have an important role in customer satisfaction and loyalty. This type of research is field research with a research approach that is quantitative research. Where the variables used in this study are product quality, service quality, customer satisfaction and customer loyalty. The population in this study were Muslim consumers of Le'gita Coffee & Bristo Pemalang. Sampling using the Lemeshow formula with a total sample of 100 respondents. Sources of data in this study are primary data and secondary data. The data collection method used is a questionnaire, and the analysis method is path analysis where the variable of consumer satisfaction is the intervening variable. Based on the results of the study, two path test equations were obtained. The result of testing the two equations is that there is an influence between the two independent variables, namely product quality and consumer quality on consumer loyalty either directly or indirectly through customer satisfaction.Dalam dunia bisnis menyoal kualitas tentunya sesuatu yang sangat penting. Mutu ataukualitas produk adalah penentu kepuasan konsumen, setelah memberli ataupun memakai sebuah produk.Selain kualitas produk, salah satu hal yang tidak boleh dilewatkan adalah kualitas pelayanan. Kualitas pelayanan merupakan sebuah ukuran mengenai seberapa bagus tingkat pelayanan yang mampu diberikan oleh sebuah perusahaan pada konsumennya. Dalam ajaran Islampun sudah mengajarkan tentang memberikan layanan dari usaha harus dijalankan dengan baik, baik dalam produk ataupun jasa yang diberikan. Keduanya mempunyai peran penting dalam kepuasan dan loyalitas konsumen. Jenis penelitian ini adalah field research dengan pendekatan penelitian yaitu penelitian kuantitatif. Dimana variabel yang digunakan pada penelitian ini adalah kualitas produk, kualitas pelayanan, kepuasan konsumen dan loyalitas konsumen. Populasi pada penelitian ini adalah konsumen muslim Le’gita Coffee & Bristo Pemalang. Pengambilan sampel dengan menggunakan rumus lemeshow dengan jumlah sampel sebanyak 100 responden. Sumber data pada penelitian ini adalah data primer dan data sekunder. Metode pengumpulan data yang digunakan adalah kuesioner, dan metode analisis yaitu uji jalur (path analysis) dimana variabel kepuasan konsumen sebagai variabel intervening. Berdasarkan hasil penelitian diperoleh dua persamaan uji jalur. Hasil dari pengujian kedua persamaan yaitu terdapat adanya pengaruh pada antara kedua variable bebas yaitu kualitas produk dan kualitas konsumen terhadap loyalitas konsumen baik secara langsung ataupun secara tidak langsung melalui kepuasan konsumen.

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