scholarly journals Pengaruh Waktu Tunggu, Harga dan Kualitas Pelayanan terhadap Kepuasan Konsumen pada Maskapai XYZ Terminal 1B di Bandara Soekarno Hatta

2019 ◽  
Vol 1 (1) ◽  
pp. 125
Author(s):  
Seri Warsih
Keyword(s):  
Quality Of Service ◽  
Data Analysis ◽  
Customer Satisfaction ◽  
Hypothesis Testing ◽  
Waiting Time ◽  
Consumer Satisfaction ◽  
Linear Regression Analysis ◽  
Coefficient Of Determination ◽  
Time Price

This study aims to determine the effect of waiting time, price and quality of service to customer satisfaction and analyze the most dominant variable affecting consumer satisfaction. Based on the results of this study is expected to realize the management of companies more effective and efficient. Population in this research is all passengers who use flight service from XYZ terminal terminal 1b at the Soekarno Hatta Airport Tangerang. Sampling technique conducted by the writer is Purpose Sampling, so that in the study only taken 100 passengers using XYZ airline. Method of data collection using questionnaire method and data analysis method using quantitative analysis with hypothesis proof. Hypothesis testing conducted is classical assumption test, multiple linear regression analysis, coefficient of determination (R2), “t” test and “F” test. Based on the results of data analysis and hypothesis testing, it can be concluded as follows: 1) waiting time partially influential and significant to customer satisfaction, 2) price partially influential and significant to customer satisfaction, 3) quality of service partially significant and significant customer satisfaction, 4) waiting time, price and service quality simultaneously have an effect on and significant to consumer satisfaction.

scholarly journals Pengaruh Waktu Tunggu, Harga Dan Kualitas Pelayanan Terhadap Kepuasan Konsumen Pada Maskapai Garuda Indonesia Di Terminal 3 Bandara Soekarno Hatta

2019 ◽  
Vol 2 (4) ◽  
Author(s):  
Bunga Ayu Lestari
Keyword(s):  
Quality Of Service ◽  
Data Analysis ◽  
Customer Satisfaction ◽  
Hypothesis Testing ◽  
Waiting Time ◽  
Linear Regression Analysis ◽  
Test Method ◽  
Coefficient Of Determination ◽  
Time Price

This study to determine the effect of waiting time, price and quality of service to customer satisfaction and analyze the most dominant variable affecting consumer satisfaction. Based on the results of this study is expected to realize the management of companies more effective and efficient. Population in this research is all passengers who use flight service from Garuda Indonesia Airlines terminal 3 at the Soekarno Hatta Airport Tangerang. Sampling technique conducted by the writer is Purpose Sampling, so that in the study only taken 100 passengers that using Garuda Indonesia Airlines. Method of data collection using questionnaire method and data analysis test method using quantitative analysis with hypothesis proof. Hypothesis testing conducted is classical assumption test, multiple linear regression analysis, coefficient of determination (R2), “t” test ND “F” test. Based on the result of data analysis and hypothesis testing, it can be concluded as follows : 1)Waiting time partially influential and significant to customer satisfaction, 2) price partially influential and significant to customer satisfaction, 3) quality of service partially significant and significant customer satisfaction, 4) waiting time, price and service quality simultaneously have an effecr on and significant to customer satisfaction.

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 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 Pengaruh Kualitas Pelayanan, Fasilitas Fisik, Dan Kepercayaan Terhadap Kepuasan Konsumen Pada Taman Surgawi Resort dan Spa Di Kabupaten Karangasem

2021 ◽  
Vol 5 (1) ◽  
pp. 376-387
Author(s):  
Ni Putu Putri Ayu Wijayanthi ◽  
I Gusti Putu Agung Widyagoca ◽  
I Komang Sumerta ◽  
Ni Putu Lia Utami
Keyword(s):  
Quality Of Service ◽  
Regression Analysis ◽  
Customer Satisfaction ◽  
Consumer Satisfaction ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Significance Test ◽  
Test Results ◽  
Analysis Determination

Quality of service, physical facilities and trust are things that affect customer satisfaction. This study aimed to find out how the quality of physical facilities services, and trust can have an influence on consumer satisfaction at Taman Langitwi Resort & Spa in Karangasem district. This study also aims to determine the quality of service, physical facilities, trust and customer satisfaction at Taman Langitwi Resort & Spa in Karangasem district. Data analysis using the classic assumption test, multiple linear regression analysis, analysis, determination analysis, partial significance test (t-test) and simultaneous significance test (F-test) results of the study showed that there was a positive and significant effect between service quality, physical facilities and simultaneous trust in customer satisfaction at Taman Langitwi Resort & Spa in Karangasem Regency.

scholarly journals KUALITAS PELAYANAN SEBAGAI DETERMINAN KEPUASAN PELANGGAN JASA TRANSPORTASI GRAB BIKE DI YOGYAKARTA

2020 ◽  
Vol 9 (2) ◽  
pp. 191
Author(s):  
Fajar Ramadhan ◽  
Hendro Setyono
Keyword(s):  
Data Analysis ◽  
Customer Satisfaction ◽  
Consumer Satisfaction ◽  
Hypothesis Test ◽  
Linear Regression Analysis ◽  
Test Validity ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
Coefficient Of Determination ◽  
Validity And Reliability

This  research  aims  to  analyze  the  influence  of  the  quality  of  service  of customer  satisfaction  on  service  businesses  Grab-Bike  transport  in  Yogyakarta. This  research  uses  the  five  independent  variables  i.e.  tangible,  reliability, responsiveness,  assurance  and  emphaty  with  one  dependent  variable  i.e. consumer  satisfaction.  After  a  review  of  the  literature  as  well  as  field  and preparation  of  the  hypothesis,  the  data  in  this  study  were  collected  through  the dissemination  of  a  questionnaire  to  70  people  who  never  use  the  Grab-Bike transport  as  research  samples.  Sampling  technique  used  is  a  Non  probability sampling  method  sampling  incidental.  Methods  of  data  analysis  used  is  the quantitative analysis that is test validity and reliability, multiple linear regression analysis,  t-test  and  F-test  as  well  as  the  coefficient  of  determination.  Based  on data  analysis,  the  results  showed  that  the  indicators  on  research  is  valid  and reliability.  Hypothesis  test  on  tangible,  responsiveness,  assurance  and  emphaty no effect significantly to consumer satisfaction. Hypothesis test of reliability has a positive and significant influence toward customer satisfaction.

scholarly journals PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PADA PENUMPANG MRT JAKARTA

2020 ◽  
Vol 9 (2) ◽  
pp. 124-131
Author(s):  
Erisa Deliyani ◽  
Bono Prambudi
Keyword(s):  
Data Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Positive Influence ◽  
Coefficient Of Determination ◽  
Validity And Reliability ◽  
Transportation Service

This study aims to analyze the effect of service quality on customer satisfaction in the Jakarta MRT transportation service business. The sampling technique used was purposive sampling of 100 people who have used or routinely used the MRT as a research sample. The data analysis method used is a quantitative analysis of the validity and reliability test, the classic assumption test, linear regression analysis, t test and F test and the coefficient of determination. Based on data analysis, the results of the study indicate that the indicators in this study are valid and reliable. In the classical assumption test that the data is normally distributed, there is no heteroscedasticity and multicollinearity. The results obtained from SPSS data processing, it can be concluded that Service Quality has a positive influence on the MRT Jakarta Customer Satisfaction. These results show empirical evidence that the better the quality of service, the MRT customer satisfaction will increase.

scholarly journals THE INFLUENCE OF SAVING PRODUCT ATTRIBUTES AND QUALITY OF SERVICE ON BANK CUSTOMER SATISFACTION

2019 ◽  
Vol 19 (2) ◽  
pp. 61-70
Author(s):  
Cholifah Cholifah ◽  
Agus Sukoco
Keyword(s):  
Regression Analysis ◽  
Data Analysis ◽  
Customer Satisfaction ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Coefficient Of Determination ◽  
Test Technique ◽  
Analysis Technique ◽  
Branch Office

This study aims to determine the effect of savings products and service quality on customer satisfaction in the workplace. The sample in this study were 100 customers of the PT Bank Jatim Tenggilis Surabaya Branch Office. Data collection techniques in this study were observation, questionnaires, and librarian studies. While the data analysis technique used is the classical assumption test technique, multiple linear regression analysis, and hypothesis testing using SPSS 17 software. The results show that there is an influence between savings products and services on customer satisfaction. There is a positive and significant influence between savings products and services on customer satisfaction, so the hypothesis is accepted. The coefficient of determination is 0.443 which indicates that the savings products and services together can explain the customer satisfaction of the PT Bank Jatim Tenggilis Surabaya Sub-Branch Office by 44.3%, while the rest is influenced by other variables not examined. There is a relationship between savings products and services with customer satisfaction, so companies must pay more attention to the service products sold and the services provided to create customer satisfaction.

scholarly journals Analisis Kualitas Pelayanan, Promosi Penjualan Dan Personal Selling Terhadap Kepuasan Pelanggan Pada PT Sunter Sumber Sinergi Medan

2020 ◽  
Vol 3 (1) ◽  
pp. 27
Author(s):  
Muhammad Agung Anggoro ◽  
Jefry Juvin ◽  
Winnie Chaisar ◽  
Gita Monica br Ginting ◽  
Tom Widodo Halim ◽  
...  
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Hypothesis Testing ◽  
Personal Selling ◽  
Sales Promotion ◽  
Coefficient Of Determination ◽  
Research Approach ◽  
Simultaneous Testing

The purpose of this study was to examine the effect of service quality, sales promotion, and personal selling on customer satisfaction at PT Sunter Sumber Sinergi. Customers who are dissatisfied due to poor service delivery, promotions that do not attract the interest or enthusiasm of its customers, and personal selling that is rarely carried out by companies, the research approach used by researchers is a quantitative approach, in this study, researchers used company data, namely customers ( agent) who has joined PT. Sunter Sumber Sinergi amounted to 351 people as a population and a sample of 216 people. Results Hypothesis testing is carried out by the method of simultaneous testing (F test) that F arithmetic> F table (61,649> 2.26) and a significant probability of 0,000 <0.05, that with simultaneous testing methods of service quality, sales promotion and personal selling have a positive effect and significant to customer satisfaction PT Sunter Sumber Sinergi Medan. Results Hypothesis testing is done by the partial testing method (t-test) that t arithmetic> t table, shows the quality of service (6,046> 1.65309) with a significant 0,000 <0.05, promotion sales (2.251> 1.65309) with a significant 0.026 <0.05, personal selling (5.411> 1.65309) with a significant 0.000 <0.05) a positive and significant effect on customer satisfaction of PT Sunter Sumber Sinergi. The results of the coefficient of determination test obtained adjusted R Square results of 0.503 (50.3%) of the dependent variable variations, namely customer satisfaction, which can be explained by the variation of the independent variables, namely service quality, promotion selling, and personal selling. In comparison, the remaining 0.497 (49.7%) comes from other variables not examined. The conclusion obtained from this study is the quality of service, sales promotion, and personal selling, significantly influence customer satisfaction. Tujuan dari penelitian ini adalah untuk menguji pengaruh kualitas pelayanan, promosi penjualan,dan personal selling terhadap kepuasan pelanggan pada PT Sunter Sumber Sinergi. Pelanggan yang tidak puas disebabkan dengan pemberian pelayanan yang buruk, promosi yang tidak menarik minat atau semangat pelanggan nya, serta personal selling yang jarang dilakukan oleh perusahaan, Pendekatan penelitian yang dipakai peneliti adalah pendekatan kuantitatif, dalam penelitian ini, peneliti menggunakan data perusahaan yaitu pelanggan ( agent ) yang telah bergabung dengan PT. Sunter Sumber Sinergi berjumlah 351 orang sebagai populasi dan sampel berjumlah 216 orang. Hasil Pengujian hipotesis yang dilakukan dengan metode pengujian simultan (uji F) bahwa F hitung > F tabel (61,649 > 2,26 ) dan probabilitas signifikan 0,000 < 0,05,  bahwa dengan metode pengujian simultan kualitas pelayanan, promosi penjualan dan personal selling berpengaruf positif dan signifikan terhadap kepuasan pelanggan PT Sunter Sumber Sinergi Medan.Hasil Pengujian hipotesis yang dilakukan dengan metode pengujian parsial (uji t) bahwa t hitung > t tabel, menunjukan kualitas pelayanan (6,046 > 1,65309) dengan signifikan 0,000 < 0,05, promosi penjualan (2,251 > 1,65309) dengan signifikan 0,026 < 0,05, personal selling (5,411 > 1,65309) dengan signifikan 0,000 < 0,05) berpengaruh positif dan signifikan terhadap kepuasaan pelanggan PT Sunter Sumber Sinergi.Hasil uji koefisien determinasi diperoleh hasil adjusted R Square sebesar 0,503 (50,3%) dari variasi variabel terikat yaitu kepuasan pelanggan yang dapat dijelaskan oleh variasi variabel bebas yaitu kualitas pelayanan, promosi penjualan dan personal selling, sedangkan sisanya sebesar 0,497 (49,7%) berasal dari variabel lain yang tidak diteliti. Kesimpulan yang didapat dari penelitian ini adalah kualitas pelayanan, promosi penjualan dan personal selling, berpengaruh secara signifikan terhadap kepuasan pelanggan.

Maintaining Customer Loyalty by Intensifying Service Quality and Customer Satisfaction in Commuter Line Jabodetabek

2019 ◽  
Vol 10 (9) ◽  
pp. 902-909
Author(s):  
Umbas Krisnanto ◽  
◽  
Conny Marpaung ◽  
Keyword(s):  
Data Analysis ◽  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Hypothesis Testing ◽  
Customer Loyalty ◽  
T Test ◽  
Coefficient Of Determination ◽  
Simple Linear Regression ◽  
Significance Level

This study aims to determine and analyze the influence of Service Quality and Customer Satisfaction on Customer Loyalty in Jabodetabek Commuter Line. The sample of this study was 50 people. Methods of collecting data by distributing questionnaires. Data analysis using the analysis used is simple linear regression, t test and coefficient of determination. The results showed 1) Service Quality has a positive and significant effect on Customer Loyalty in Jabodetabek Commuter Line, with a significance level of 0.048; and supported by the results of hypothesis testing with a t-count value of 4.433 > t-table value of 1.95, with a significance of 0.048 or < 0.05; 2) Customer Satisfaction positive and significant effect on Customer Loyalty in Jabodetabek Commuter Line, with a level significance of 0,000; and supported by the results of hypothesis testing with a t-count value of 4,969 > t-table value of 1.95, with a significance of 0,000 or < 0.05, 3) Service quality and Customer Satisfaction have a positive and significant effect on Customer Loyalty in Jabodetabek Commuter Line, with a significance level of 0,000. This means that the hypothesis H0 is rejected and Ha is accepted so that it can be concluded that service quality and customer satisfaction together have a positive and significant effect on customer loyalty in Jabodetabek Commuter Line.

KEPUASAN KONSUMEN DITINJAU DARI KUALITAS PELAYANAN, STORE ATMOSPHERE DAN PROMOSI DI RUMAH MAKAN PONDOK JOWI SOLO

2020 ◽  
Vol 4 (02) ◽  
Author(s):  
Shofia Zulfa Amalina ◽  
Sri Hartono ◽  
Ratna Damayanti
Keyword(s):  
Quality Of Service ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Sampling Technique ◽  
Likert Scale ◽  
The Relationship

The purpose of this study was to analyze the effect of whether or not the quality of service, store atmosphere and promotion of consumer satisfaction at Pondok Jowi Restaurant Solo. The population in this study were consumers of Pondok Jowi Solo Restaurant in January 2020 at May 2020 with a total of 14,030 people. The sampling techniquemismpurposive samplingm which is a sampling technique with certain considerations by taking 100 respondents. Data collection uses a Likert scale questionnaire to measure respondents' answers to identify the relationship between service quality, store atmosphere and promotion of customer satisfaction. The results show that service quality, store atmosphere and promotion have a simultaneous and significant effect on customer satisfaction, servicei quality has assignificant effect on customer satisfaction, store atmosphere has a significant effect on customer satisfaction, and promotion has significant effect on customer satisfaction. Keywords: Service quality, Store atmosphere, Promotion, Consumer satisfaction

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