scholarly journals KUALITAS PELAYANAN COMMUTER LINE

2017 ◽  
Vol 4 (1) ◽  
pp. 51
Author(s):  
Deslida Saidah
Keyword(s):  
Service Quality ◽  
Sampling Method ◽  
Hypothesis Test ◽  
Probability Sampling

The Increasing in number of passengers is influenced by schedule, price, and improved infrastructure and facilities. The study aims to identify the effect of new schedule and price on service quality. The study used non probability sampling method to acquire data from passengers. Regression was used to analyze the data collected. Hypothesis test show coesfficient of schedule towards service quality is 0.568 while tariff affects service quality with a coefficient of 0.535. The study suggests improvement on scheduling and tariff.

scholarly journals KUALITAS PELAYANAN COMMUTER LINE SERVICE QUALITY OF COMMUTER LINE

2017 ◽  
Vol 4 (1) ◽  
pp. 51
Author(s):  
Deslida Saidah
Keyword(s):  
Service Quality ◽  
Sampling Method ◽  
Hypothesis Test ◽  
Probability Sampling

The increase in number of passengers is influenced by schedule, price, and improved infrastructure and facilities. The study aims to identify the effect of new schedule and price on service quality.  The study used non probability sampling method to acquire data from passengers. Regression was used to analyze the data collected. Hypothesis test show coesfficient of schedule towards service quality is 0.568 while tariff affects service quality with a coefficient of 0.535. The study suggests improvement on scheduling and tariff. 

scholarly journals THE ROLE OF SERVICE QUALITY IMPROVES BRAND IMAGE IN HOTELS XYZ: WORD OF MOUTH AS A MEDIATION

2021 ◽  
Vol 4 (2) ◽  
pp. 13-37
Author(s):  
Bonifasius MH Nainggolan ◽  
Puan Amidiola
Keyword(s):  
Service Quality ◽  
Sampling Method ◽  
Word Of Mouth ◽  
Brand Image ◽  
Primary Data ◽  
Direct Influence ◽  
Probability Sampling ◽  
The Relationship

This study aims to analyze the effect of service quality on the brand image through word of mouth at Hotel XYZ Jakarta. The population in this study were all guests who came to the Hotel XYZ Jakarta, using primary data obtained from questionnaires with the accidental sampling method. Data samples were obtained from 234 respondents at Hotel XYZ in Jakarta. This study uses non-probability sampling with the SEM method, which is processed by SPSS and SmartPLS programs. The results represent service quality has a direct influence on word of mouth and brand image. Word of mouth also directly influences the brand image and can mediate the relationship between service quality and brand image.

scholarly journals STRATEGI PENINGKATAN KUALITAS PELAYANAN PADA PT SAFINA ASSALAM TOUR GAMBUT KALIMANTAN SELATAN

2017 ◽  
Vol 3 (2) ◽  
Author(s):  
Achmad Yasin
Keyword(s):  
Service Quality ◽  
Sampling Method ◽  
Quality Level ◽  
Probability Sampling ◽  
Descriptive Research ◽  
Improve Service Quality

Abstract: The aims of this study were to determine the service quality level and to the strategy of PT Safina Assalam Tour to improve service quality. This study was descriptive research. The sampling method was non-probability sampling. The numbers of samples were 50 respondents. The results of this research showed that the service quality level was good, however there were several factors that need to improve, i.e., reliability and communication factors, especially at the document speed processing and handling customers complaints. Keywords: service quality, strategy Abstrak: Tujuan penelitian ini adalah untuk mengetahui tingkat kualitas pelayanan dan strategi PT Safina Assalam Tour untuk meningkatkan kualitas pelayanan. Pe-nelitian ini adalah penelitian deskriptif. Metode penyampelan dilakukan dengan teknik penyampelan non-probabilitas. Sampel berjumlah 50 responden. Hasil pe-nelitian menunjukkan bahwa kualitas pelayanan sudah baik, namun ada beberapa faktor yang harus diperbaiki pada faktor keandalan dan faktor komunikasi, khu-susnya pada kecepatan dalam pengurusan dokumen dan menghadapi keluhan pe-langgan dengan baik. Kata Kunci: strategi, kualitas pelayanan

scholarly journals PENGARUH BRAND IMAGE, PERSEPI HARGA, DAN SERVICE QUALITY TERHADAP KEPUTUSAN PEMBELIAN KONSUMEN

2019 ◽  
Vol 3 (1) ◽  
pp. 20
Author(s):  
Yessica Oscar ◽  
Keni Keni
Keyword(s):  
Service Quality ◽  
Sampling Method ◽  
Brand Image ◽  
Sampling Technique ◽  
Total Sample ◽  
Purchasing Decisions ◽  
Probability Sampling ◽  
Price Perception ◽  
Analysis Techniques ◽  
Convenience Sampling

Penelitian ini bertujuan untuk mendapatkan bukti empiris mengenai pengaruh brand image, persepsi harga, dan service quality terhadap keputusan pembelian konsumen. Populasi dalam penelitian ini adalah para konsumen donat. Penelitian ini dibatasi pada konsumen donat di Jakarta. Metode pengambilan sampel menggunakan teknik non-probability sampling berupa convenience sampling dengan jumlah sampel sebanyak 152 konsumen. Metode pengumpulan data dilakukan dengan menyebarkan kuesioner secara ­online dan offline. Teknik analisis data dengan menggunakan metode analisis regresi berganda. Hasil penelitian ini menunjukkan bahwa brand image, persepsi harga, dan service quality memiliki pengaruh terhadap keputusan pembelian konsumen. Brand image, persepsi harga, dan service quality yang baik dapat memberikan pengaruh yang baik pula terhadap keputusan pembelian konsumen demi keberlanjutan bisnis perusahaan. This study aims to obtain empirical evidence about the influence of brand image, price perception, and service quality on consumer purchasing decisions. The population in this study is donut consumers. This research is limited to donut consumers in Jakarta. The sampling method uses a non-probability sampling technique in the form of convenience sampling with a total sample of 152 consumers. Data collection method is done by distributing questionnaires online and offline. Data analysis techniques using multiple regression analysis methods. The results of this study indicate that brand image, price perception, and service quality have an influence on consumer purchasing decisions. Good brand image, price perception, and service quality can have a good influence on consumer purchasing decisions for the company's business sustainability.

KUALITAS LAYANAN SEBAGAI FAKTOR PENENTU KEPUASAN : PENGALAMAN WISATAWAN NUSANTARA DI DESA WISATA KABUPATEN SLEMAN

2020 ◽  
Vol 14 (2) ◽  
pp. 125
Author(s):  
Purwani Retno Andalas ◽  
Lucia Nurbani Kartika
Keyword(s):  
Data Analysis ◽  
Service Quality ◽  
Sampling Method ◽  
Sampling Technique ◽  
Probability Sampling ◽  
Tourist Satisfaction ◽  
A Value ◽  
Repeat Visit ◽  
Independent Variable ◽  
Repeat Visits

ABSTRACT Penelitian ini bertujuan untuk menganalisis pengaruh berbagai dimensi kualitas layanan terhadap kepuasan wisatawan domestik, serta menganalisis tingkat probabilitas pengaruh dimensi kualitas layanan tersebut  terhadap kepuasan dan ketidakpuasan wisatawan setelah berkunjung ke desa wisata kabupaten Sleman. Data dalam penelitian ini dikumpulkan dengan menyebarkan kuesioner kepada responden yang dipilih menggunakan metoda non-probability sampling, dengan teknik accidental sampling. Dimensi kualitas layanan sebagai variabel independen meliputi wujud fisik, keandalan, ketanggapan, jaminan dan empati, sedangkan kepuasan wisatawan sebagai variabel dependen meliputi kepuasan atas kualitas layanan, kepuasan atas kualitas menyeluruh dan minat kunjungan ulang.  Sedangkan  pengukuran variable kualitas layanan menggunakan skala Likert dengan nilai antara 1 sampai dengan 5 sedangkan variable kepuasan bersifat kategorial menggunakan skala nominal. Adapun metode analisis data menggunakan regresi logistik. Hasil analisis data menunjukkan bahwa dimensi jaminan dan empati berpengaruh signifikan terhadap kepuasan atas kualitas layanan dan kualitas menyeluruh, sedangkan dimensi wujud fisik, keandalan dan ketanggapan tidak berpengaruh. Kepuasan dalam bentuk minat melakukan kunjungan ulang, tidak dipengaruhi secara signifikan oleh seluruh dimensi kualitas layanan. Keywords: wujud fisik,, keandalan, ketanggapan, jaminan, empati dan kepuasan.  ABSTRACT This study aims to analyze the effect of various dimensions of service quality on domestic tourist satisfaction, and analyze the probability level of the dimensions influence of service quality on tourist satisfaction and dissatisfaction after visiting the Sleman regency tourism village. Data in this study were collected by distributing questionnaires to selected respondents using a non-probability sampling method, with accidental sampling technique. The dimensions of service quality as an independent variable include tangibles, reliability, responsiveness, assurance and empathy, while tourist satisfaction as the dependent variable includes satisfaction with service quality, satisfaction with overall quality and interest in repeat visits. While the measurement of service quality variables using a Likert scale with a value between 1 to 5 while the satisfaction variable is categorical using a nominal scale. The data analysis method uses logistic regression. The results of data analysis showed that the dimensions of assurance and empathy have a significant effect on satisfaction with service quality and overall quality, while the dimensions of physical appearance, reliability and responsiveness have no effect. Satisfaction in the form of an interest in a repeat visit is not significantly influenced by all dimensions of service quality. Keywords - tangibles, reliability, responsiveness, assurance, empathy and satisfaction.

KUALITAS PELAYANAN, PROMOSI PENJUALAN DAN PERSEPSI HARGA TERHADAP KEPUASAN PELANGGAN PADA PENGGUNA TRANSPORTASI ONLINE GRAB BIKE DI KOTA SURAKARTA

2020 ◽  
Vol 4 (02) ◽  
Author(s):  
Dewi Darma Wati ◽  
Bambang Mursito ◽  
Sri Hartono
Keyword(s):  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Sampling Method ◽  
Sampling Technique ◽  
Sales Promotion ◽  
Probability Sampling ◽  
Price Perception

This study aims to examine the effect of service quality, sales promotion and price perception on customer satisfaction. The population used in this study is not limited to the grab application users in Surakata City. The sample used in this study was 100 people determined using the Sugiyono formula. The sampling technique used is the non probability sampling method with the sampling method used is accidental sampling and analyzed using multiple linear regression with SPSS version 21. The results of this study can be seen that the calculated F value of 32.274 (p> 3.09) and a significance value of 0.000 (p 1.98) and the significance value was 0.001 (p 1.98) and the significance value was 0.047 (p 1.98) and the significance value was 0.015 (p

scholarly journals ANALISIS KEPUASAN PELANGGAN BUS DAMRI CABANGLAMPUNG

2020 ◽  
Vol 12 (1) ◽  
pp. 11-19
Author(s):  
Cornelius Ary Kristiyanto ◽  
Yunada Arpan
Keyword(s):  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Hypothesis Testing ◽  
Hypothesis Test ◽  
Sampling Technique ◽  
Simple Linear Regression ◽  
Probability Sampling ◽  
R Value ◽  
A Company

Perum DAMRI is a company which running in services area. In applying the objectives of the company that want to get high profits, company must provide quality services that can be accepted by customers, especially in Lampung. The formulation of problem inthis research "is there an effect of service quality towards customer satisfaction at Perum DAMRI Lampung? The purpose of this research is to prove and determine how much the effect of service quality towards customer satisfaction at Perum DAMRI Lampung both partially and totality. The population of this research or consumers who use service of DAMRI Lampung bus . While the sample of this research was 100 consumers calculated by non probability sampling using accidental sampling technique. The analysis used this research used was simple linear regression and hypothesis testing was done by t test.From the results of this research, the regression Y = 8.117 + 0.352 X indicates that the increasing of consumers quantity will increase by 0.352 if the company improves the service quality. The level of relationship between the service quality and customer satisfaction with an R value of 0.584 indicates that the level of relationship between the service quality and customer satisfaction has a strong level. The result of the effect of service quality towards customer satisfaction is 34.1%. The result of the hypothesis test indicates that there is an effect of service quality towards customer satisfaction because t count> t table (7.119> 1.66).

scholarly journals PENGARUH PROMOSI, KUALITAS PELAYANAN DAN PENGETAHUAN TERHADAP MINAT MASYARAKAT BERINVESTASI LOGAM MULIA DI PEGADAIAN SYARIAH LANGSA BARAT.

2019 ◽  
Vol 3 (1) ◽  
Author(s):  
Guspia Ningsih Guspia Ningsih ◽  
Muhammad Dayyan ◽  
Nurjanah Nurjanah
Keyword(s):  
Service Quality ◽  
Precious Metal ◽  
Sampling Method ◽  
Hypothesis Test ◽  
Validity And Reliability ◽  
Significance Level ◽  
The People ◽  
Dependent Variables ◽  
Quota Sampling ◽  
Positive Effect

The purpose of this research that to knowing the promotion effect, service quality and knowledge of people willingness in precious metal investation at Unit Pegadaian Syariah, West Langsa and to knowing percial effect and simultance of people willingness in precious metal investation. This research using quantitative analysis to collect the data, utilized 85 respondents as research samples, this samples of research took by doing nonprobability sampling with quota sampling method, which is the sample taking by using the element of population technic based on researcher consideration and the number of samples had been determined. In collecting data was using questioner technic about 16 questions which rate from 1-5 Likert scale and examined the expedience by utilized the validity and reliability. The data have been collected by examined classic assumption including normality, linearity, multicollinearity, heteroscedasticity and autocorrelation test, after that analyzed by using double regression analyses and hypothesis test of T test (parcial) F test (simultance) and determinant (R²). according to the hypothesis test in significance level there are 5% parcial showed that (1) there is positive effect and significance promotion of people to invest precious metal at Unit Pegadaian Syariah, West Langsa (2) there is positive effect and significance service quality in people willingness to invest the precious metal at Unit Pegadaian Syariah, West Langsa (3) there is positive effect and significance knowledge of people interest to invest the precious metal at Unit Pegadaian Syariah, West Langsa. Then in simultance promotion have the positive effect of service quality and knowledge. Moreover, have significance willingness of the people to invest precious metal at Unit Pegadaian Syariah, West Langsa. In the other hand the coefficient of determinant (R²) result about 0,655, it means contribute of the independent variables (promotion, service quality, and knowledge) influence dependent variables (willingness of precious metal investation) about 65,5% but 34,5% influence by other variables.

scholarly journals The influence of Service Quality on Customer Satisfaction at Workshop PT Wahana Sun Motor Branch Puri Anjasmoro

2021 ◽  
Vol 6 (2) ◽  
pp. 159
Author(s):  
Diaz - Ardiani ◽  
Noor - Suroija ◽  
Eva - Purnamasari
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Sampling Method ◽  
Hypothesis Test ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Coefficient Of Determination ◽  
Motor Branch ◽  
Branch Office ◽  
Test Result

<em>This study aimed to determine the influence of service quality on customer satisfaction at workshop PT Wahana Sun Motor Branch Office Puri Anjasmoro. This research used the dimensions of service quality, namely : tangible, reliability, responsiveness, assurance, and empathy to customer satisfaction. Data analysis that used were instrument test, classical assumption test, multiple linear regression analysis, and hypothesis test. The sample that used in this study were 100 respondents that choosen using probability sampling method. Hypothesis test result indicate that tangible, reliability, responsiveness, assurance, and empathy influencing the customer satisfaction. Furthermore, tangible, reliability, responsiveness, assurance, and empathy simultaneously influencing the customer satisfaction. The results of the coefficient of determination indicate that tangible, reliability, responsiveness, assurance, and empathy influencing the customer satisfaction by 60,3% and the remaining 39,7% of customer satisfaction is influenced by other factors which were not observed in this study</em>

scholarly journals Tingkat Kepuasan Konsumen Terhadap Kualitas Pelayanan Minimarket

2017 ◽  
Vol 3 (1) ◽  
pp. 43-51
Author(s):  
Ety Sufiyanti ◽  
A Jalaludin Sayuti ◽  
Ayu Oka Windarti
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Sampling Method ◽  
Probability Sampling ◽  
Average Percentage ◽  
Quality Dimension

This study determine the level of customer satisfaction towards service quality at Minimarket Mutiara Indah Palembang, with purpose to determine how percentage level of customer satisfaction, and also to determine what kind of service quality dimension which had dominant.  Collected data had used quesioner with the respondent 60 people, and the technique of collected sample used Non Probability Sampling with Accidental Sampling method. Based on the result known that average percentage from every dimension were tangible dimension was 65,1 %, reability dimension was 74%,  responsiveness dimension was 79,8 %, assurance dimension was 74,2 % and empathy dimension was 75,6%.  So, dimension which has dominant at Minimarket Mutiara Indah Palembang was responsiveness dimension with 79,8% to the fast of employee to find product which customer want to bought.

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