scholarly journals Analisis Pengaruh Pelayanan dan Fasilitas terhadap Kepuasan Nasabah pada PT Bank Central Asia Tbk Cabang Roxy Square

2021 ◽  
Vol 5 (2) ◽  
pp. 118
Author(s):  
Hendrik Aprilyanto ◽  
Suwinto Johan
Keyword(s):  
Data Collection ◽  
Customer Satisfaction ◽  
Significant Influence ◽  
Quantitative Research ◽  
Influential Factor ◽  
Coefficient Of Determination ◽  
Independent Variables ◽  
The Impact ◽  
Positive Effect ◽  
Composite Reliability

This research aims to analyze the impact of service and facilities on customer satisfaction. The variables in this research are service (X1) and facilities (X2) as independent variables while customer satisfaction (Y) as dependent variable. Data collection was carried out by distributing questionnaires to 100 respondents. This research is a quantitative research and uses analytical methods with the SmartPLS 3.0 program. The result of the coefficient of determination (R2) is 0.658 which shows that 65.8% of customer satisfaction is influenced by independent variables, while the remaining 34.2% is the effect of other factors that was not examined. From the results of the t test, service and facilities showed a significant influence to the customer satisfaction. The reliability results for all variables in this research provide composite reliability statistics of more than 0.7, so it can be concluded that the variables used in this research are reliable. The results show that the service and facilities variables have a significantly positive effect towards customer satisfaction. In this case, service is the most influential factor to costumer satisfaction. Penelitian ini dilakukan bertujuan untuk mengetahui bagaimana pengaruh pelayanan dan fasilitas terhadap kepuasan nasabah. Variabel dalam penelitian ini adalah pelayanan (X1) dan fasilitas (X2) sebagai variabel bebas sedangkan Kepuasan Nasabah (Y) sebagai variabel terikat. Pengumpulan data dilakukan dengan menyebarkan kuesioner kepada 100 responden. Jenis penelitian ini adalah kuantitatif dan menggunakan metode analitik dengan program SmartPLS 3.0. Hasil nilai koefisien determinasi (R2) sebesar 0.658 yang menunjukkan bahwa 65,8% kepuasan nasabah dipengaruhi oleh variabel-variabel independen, sedangkan sisanya sebesar 34,2% adalah efek dari faktor lain yang tidak diteliti. Dari hasil uji t, pelayanan dan fasilitas berpengaruh signifikan terhadap kepuasan nasabah. Hasil reliabilitas untuk semua variabel dalam penelitian ini memberikan statistik composite reliability lebih dari 0,7, maka dapat disimpulkan bahwa variabel-variabel yang digunakan dalam penelitian ini reliabel. Hasil penelitian menunjukkan bahwa variabel pelayanan dan fasilitas positif signifikan terhadap kepuasan nasabah. Dalam kasus ini pelayanan yang paling berpengaruh terhadap kepuasan nasabah.

Pengaruh desain produk dan harga terhadap minat beli konsumen mebel jati jepara pada Toko Usaha Baru Furniture di Lubuk Alung

2019 ◽  
Vol 8 (2) ◽  
Author(s):  
Sutiyem Sutiyem ◽  
Thesa Alif Ravelby ◽  
Dessy Trismiyanti
Keyword(s):  
Product Design ◽  
Significant Influence ◽  
Design Variable ◽  
Quantitative Research ◽  
Coefficient Of Determination ◽  
Purchase Decision ◽  
Significant Positive Effect ◽  
Consumer Interest ◽  
Spss Software ◽  
Positive Effect

This study aims to determine the effect of product design and price on consumer interest in buying Jepara Teak furniture at the New Furniture Business Shop in Lubuk Alung. This type of research is associative quantitative research, the number of research samples were 100 people. Data was collected in the form of questionnaires and using analyzed SPSS software ver.21.0 for Windows. The conclusions from this study is the product design variable (X1) has a significant positive effect on purchase decision in Jati Jepara furniture at the New Furniture Business Shop in Lubuk Alung, as evidenced by t value > t table (10,400> 1,660) and a significant influence between price variables ( X2) purchase decision with t value> t table (2,015> 1,660). There is a positive and significant influence between product design (X1) price (X2), on purchase decision of Jati Jepara furniture consumers with an F-value 156,644> F- table (3,09) means that it affects together. The coefficient of determination (R²) results obtained a coefficient of 0.764 or 76.4%, while 23.6% is influenced by other variables.Keywords: Product design; prices; purchase decision.

scholarly journals PENGARUH BAURAN PROMOSI, KUALITAS PELAYANAN, DAN CITRA PERUSAHAAN TERHADAP KEPUASAN JAMAAH UMROH AL-SHAHBA MALANG MELALUI KEPERCAYAAN JAMAAH SEBAGAI VARIABEL INTERVENING

2020 ◽  
Vol 14 (2) ◽  
pp. 161-172
Author(s):  
Maulidia Wulan Anggraini ◽  
Tin Agustina Karnawati ◽  
Widi Dewi Ruspitasari
Keyword(s):  
Data Collection ◽  
Service Quality ◽  
Path Analysis ◽  
Significant Influence ◽  
Sampling Technique ◽  
Corporate Image ◽  
Coefficient Of Determination ◽  
Purposive Sampling ◽  
Independent Variables ◽  
Variable Population

The purpose of the research is to determine the effect of the promotion mix, service quality, and company image toward satisfaction of Al-Shahba Malang pilgrims through the pilgrims’ trust as an intervening variable. Population of this research is based on consumer who choosing and using Al-Shahba Malang’s umrah package in 2016-2018 as many 276 people. Sample used in this research covers 163 consumer using purposive sampling technique. In this research, the data collection techniques is by questionnaires, interviews, observations, and documentations. The data gained from questionnaires was analyzed by using instrument test, path analysis, hypoteshis testing and the coefficient of determination with SPSS 21.0 version. The research proves that the three independent variables : promotion mix, service quality, and corporate image, has a positive and significant influence on the pilgrims’ trust. The promotion mix, service quality, and corporate image has a positive and significant influence on the pilgrims’ satisfaction. The pilgrims’ trust has a positive and significant influence on the pilgrims’ satisfaction. And the promotion mix, service quality, corporate image has a positive and significant indirect influence on the pilgrims’ satisfaction through pilgrims’ trust as an intervening variable.

scholarly journals PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PT. SAMUDRA BINTANG ANGKASA TOUR AND TRAVEL BANJARMASIN

2019 ◽  
Vol 5 (1) ◽  
Author(s):  
Dini Puspita
Keyword(s):  
Quality Of Service ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Significant Influence ◽  
Research Method ◽  
Influential Factor ◽  
Sampling Techniques ◽  
Cross Sectional

Abstract: The purpose of this study is to know and analyze the influence of service quality on customer satisfaction at PT Samudra Bintang Angkasa Tour and Travel. The research method used is the analytical survey research method. The approach chosen in this study is the Cross Sectional approach. The population in this study are customers who use the services of PT Samudra Bintang Angkasa Tour and Travel, from August to November 2018. The sample in this study used accidental sampling techniques totaling 60 customers who used the services of PT Samudra Bintang Angkasa Tour and Travel in December 2018. Data collection techniques used questionnaires, documentation, and observation. The results of the study can be concluded that there is a simultaneous significant influence between service quality consisting of Tangible , Reliability , Responsiveness, Assurance and Empathy on Customer satisfaction PT. Samudra Bintang Angkasa Tour and Travel Banjarmasin. There is a partial significant influence between the quality of service consisting of Tangible, Reliability, Responsiveness , and Empathy on Customer satisfaction PT. Samudra Bintang Angkasa Tour and Travel Banjarmasin. Reliability Factoris the most influential factor (predominantly on Customer satisfaction at PT. Samudra Bintang Angkasa Tour and Travel Banjarmasin. Keywords: Service Quality, Satisfaction, Customers Abstrak: Tujuan dari penelitian ini adalah mengetahui dan menganalisis pengaruh kualitas layanan terhadap kepuasan pelanggan pada PT Samudra Bintang Angkasa Tour and Travel. Metode penelitian yang digunakan adalah metode penelitian survey analitik. Pendekatan yang dipilih dalam penelitian ini adalah pendekatan Cross Sectional. Populasi dalam penelitian ini adalah pelanggan yang menggunakan jasa PT Samudra Bintang Angkasa Tour and Travel, dari bulan Agustus sampai dengan November 2018. Sampel dalam penelitian ini menggunakan teknik accidental sampling berjumlah 60 orang pelanggan yang menggunakan jasa PT Samudra Bintang Angkasa Tour and Travel pada bulan Desember tahun 2018. Teknik pengumpulan data menggunakan kuesioner, dokumentasi, dan observasi. Hasil penelitian dapat disimpulkan bahwa ada pengaruh signifikan secara simultan antara kualitas layanan yang terdiri atas Tangible, Reliability, Responsiveness, Assurance dan Empathy terhadap kepuasan Pelanggan PT. Samudra Bintang Angkasa Tour and Travel Banjarmasin. Ada pengaruh signifikan secara parsial antara kualitas layanan yang terdiri atas Tangible, Reliability, Responsiveness, dan Empathy terhadap kepuasan Pelanggan PT. Samudra Bintang Angkasa Tour and Travel Banjarmasin. Faktor Reliability merupakan faktor yang paling berpengaruh (secara dominan terhadap kepuasan Pelanggan PT. Samudra Bintang Angkasa Tour and Travel Banjarmasin. Kata kunci : Kualitas Pelayanan, Kepuasan, Pelanggan

scholarly journals Impact of E-Service Quality and Customer Value on Customer Satisfaction in LocalBrand

2018 ◽  
Vol 9 (2) ◽  
pp. 125-132 ◽  
Author(s):  
Sevenpri Candra ◽  
Mita Juliani
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Significant Influence ◽  
Customer Value ◽  
Partial Least Square ◽  
Least Square ◽  
Research Model ◽  
Statistic Method ◽  
Independent Variables ◽  
The Impact

This research aimed to investigate the impact of e-service quality and customer value on customer satisfaction. This research was descriptive-associative in which researcher described not only the value of research variables but also the influence or relationship between independent variables and the dependent variable. A survey on e-marketplace of online fashion local brand in Indonesia was conducted. Using purposive sampling, the researcher distributed questionnaires to buyers or customers on the LocalBrand (LB) website, and 150 questionnaires were analyzed. Partial Least Square (PLS) was used as the statistic method for analyzing the research model. The results show that customer value has a significant influence on the customer satisfaction. However, e-service quality does not have a significant influence on customer satisfaction.

scholarly journals PENGARUH NON PERFORMING LOAN (NPL) DAN LOAN TO DEPOSIT RATIO (LDR) TERHADAP RETURN ON ASSET (ROA) PADA PERUSAHAAN PERBANKAN YANG TERDAFTAR DI BURSA EFEK INDONESIA

2020 ◽  
pp. 220-230
Author(s):  
Randi Siregar ◽  
Sabeth Sembiring
Keyword(s):  
Linear Regression ◽  
Multiple Linear Regression ◽  
Quantitative Research ◽  
Negative Impact ◽  
Coefficient Of Determination ◽  
Regression Analyses ◽  
Independent Variables ◽  
Significant Negative Impact ◽  
Negative Effect ◽  
Positive Effect

The purpose of this research was conducted to know the influence of: (1) Simultaneous Non Performing Loan and Loan to Deposit Ratio against Return On Asset, (2) Partial Non-Performing Loan against Return On Asset and (3) partial Loan to Deposit against Return On Asset Corporate Banking the Go Public period 2010 – 2012.The research uses quantitative research plans. The research subject is a banking company that go public from 2014 – 2016 and the objects are Non Performing Loan, Loan to Deposit Ratio and Return On Asset.Data collected using documentation methods and analyzed with multiple linear regression analyses. The results showed that (1) Non Performing Loan and Loan to Deposit Ratio simultaneously had significant effect on Return On Asset.(2) Non Performing Loan partially negative effect on Return On Asset, (3) Loan to Deposit Ratio positively affects the Return On Asset of the banking company listed on the Indonesia Stock Exchange.The value of the coefficient of determination (adjusted R2) of 0.323 or 32.3%, this translates to 32.3% of ROA variations that can be explained by variations of independent variables of the NPL and LDR.The remaining 67.7% is explained by other reasons outside of the regression model.Based on the results of multiple linear regression analyses indicating that the NPL has a significant negative impact on ROA, LDR has a significant and positive effect on Roa, NPL and LDR.

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 Pengaruh Pola Asuh Orang Tua Dan Minat Belajar Terhadap Hasil Belajar Peserta Didik Kelas Tinggi Sekolah Dasar

2022 ◽  
Vol 9 (2) ◽  
pp. 62-80
Author(s):  
Ovia Mutiara Subandi ◽  
Rapani Rapani ◽  
Deviyanti Pangestu
Keyword(s):  
Data Collection ◽  
Learning Outcomes ◽  
Significant Influence ◽  
Quantitative Research ◽  
Fifth Grade ◽  
Coefficient Of Determination ◽  
Validity And Reliability ◽  
Fifth Grade Students ◽  
Data Collection Instrument ◽  
Data Collection Technique

The problem in this research is the low thematic learning outcomes. This study aims to determine the existence of a positive and significant influence between parenting patterns and interest in learning on the learning outcomes of fifth Sgraders at SD Negeri 1 Gunung Tiga. This type of research is quantitative research with ex-postfacto research methods. The data collection technique is observation questionnaire questionnaire. The data collection instrument is a questionnaire with a Likert scale. The previous one has been tested for validity and reliability. The results showed that There is a positive and significant influence between parenting and interest in learning on the learning outcomes of fifth grade students at SD Negeri 1 Gunung Tiga, indicated by the coefficient of determination r square of 0.603, which means 60.3% of the effect of parenting on parents (X1) and interest in learning (X2) on learning outcomes (Y) category "Strong".

scholarly journals PENGARUH KUALITAS PELAYANAN DAN HARGA TERHADAP KEPUASAN PELANGGAN PADA CV. CAHAYA BONANZA ABADI LAMONGAN

2020 ◽  
Vol 19 (1) ◽  
pp. 33-43
Author(s):  
Mohamad Rizal Nur Irawan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Significant Influence ◽  
T Test ◽  
Test Reliability ◽  
Coefficient Of Determination ◽  
Test Results ◽  
F Test ◽  
Independent Variables ◽  
Independent Variable

Customer satisfaction will be formed if it can meet the customer's basic expectations. Many factors influence customer satisfaction, including service quality and price. The problem that the answer to this research is looking for is the effect of partial, simultaneous and dominant independent variables (service quality and price) on customer satisfaction. Data analysis methods used are validity test, reliability test, classic assumption, multiple regression analysis, multiple correlation test, coefficient of determination, F test, t test. The results of multiple linear regression obtained an equation, (Y = 2.936 + 0.098 X1 + 0.246 X2). The t-test results obtained by t count variable service quality 5.434 price 3.704 greater than t table 1.660 between independent variables partially has a significant influence on customer satisfaction. The results obtained from the F test are: F count (75,966)> F table (3,09) means that variables simultaneously have a significant effect on customer satisfaction. From the regression calculation and t count value can be drawn that the most dominant influence on customer satisfaction is price. From the results of the analysis concluded that the independent variable (service quality and price) has a significant influence on customer satisfaction Cv. Cahaya Bonanza Abadi Lamongan.

scholarly journals Pengaruh Biaya Produksi Dan Laba Yang Diinginkan Terhadap Harga Jual Pada UMKM Dua Putri Beton

2020 ◽  
Vol 8 (2) ◽  
pp. 81-91
Author(s):  
Dewi Intan Sari ◽  
Mitha Otik Wiraswati
Keyword(s):  
Data Collection ◽  
Significant Influence ◽  
Descriptive Analysis ◽  
Production Costs ◽  
Primary Data ◽  
Coefficient Of Determination ◽  
Selling Price ◽  
Analysis Method ◽  
Simultaneous Effect ◽  
Positive Effect

Business actors must determine the selling price of a product appropriately in order to provide benefits for their business. The purpose of this research is to find out the desired production costs and profits whether they have an influence on the selling price at UMKM Dua Putri Beton Wringinom Gresik with a descriptive analysis method with a quantitative approach based on primary data. Observation, documentation, and interviews are data collection techniques from this research. The results showed that there was a significant influence on production costs and desired profit on the selling price of concrete buis products at UMKM Dua Putri Beton Wringinom Gresik, as evidenced by the results of the SPSS 21 for windows test, it is known that production costs have a positive effect on selling prices because production costs determine the high or low level of the selling price specified in a product. The desired profit has a positive effect on the selling price because if you want a large profit, the selling price for each set product must be high. The coefficient of determination (r2) is 98.6%. The calculation of production costs and the desired profit has a simultaneous effect on the selling price of concrete buis products at UMKM Dua Putri Beton Wringinom Gresik. Keywords: Production Costs, Desired Profits, Selling Prices

scholarly journals HUBUNGAN PERSEPSI MUTU PELAYANAN DENGAN KEPUASAN PELANGGAN

2018 ◽  
Vol 4 (1) ◽  
pp. 23-29
Author(s):  
KARTIKA SARI LUBIS
Keyword(s):  
Regression Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Linear Regression Analysis ◽  
Coefficient Of Determination ◽  
Analysis Method ◽  
Simple Linear Regression ◽  
Independent Variables ◽  
The Impact ◽  
Program Version

This study aims to determine the impact of service quality on customer satisfaction in UPT. The Environmental Health office and Laboratory Riau Province. Respondents in this study were patient in Laboratory of Dinas Kesehatan Provinsi Riau of 96 people. Based on the results of hypothesis testing using simple linear regression analysis method and processed by using SPSS program version 16.0, the results obtained that In the coefficient of determination (R²), obtained value R = 0.585 this means the influence of independent variables (Service Quality) to the dependent variable (Customer Satisfaction) is 58.5%. While the remaining 41.5% is influenced by other variables that are not included in this regression model.Keywords: Service Quality, Customer Satisfaction

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