scholarly journals PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH PADA PT. BANK RAKYAT INDONESIA (PERSERO) Tbk.UNIT BENGO CABANG WATAMPONE

2020 ◽  
Vol 4 (1) ◽  
pp. 98-113
Author(s):  
Samsul Rizal ◽  
Abdul Rahman Rahim ◽  
Eka Wardiana
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Quality Data ◽  
Statistical Techniques ◽  
Simple Linear Regression ◽  
Independent Variables ◽  
Research Population ◽  
Positive Effect

The purpose of this study was to determine the effect of service quality on customer satisfaction at PT. Bank Rakyat Indonesia (Persero) Tbk. Unit Bengo  Branch Watampone. This research was conducted at PT. Bank Rakyat Indonesia (Persero) Tbk. Unit Bengo Branch Watampone, the research population is all customers of PT. Bank Rakyat Indonesia (Persero) Tbk. Unit Bengo Branch Watampone Unit which was met at the time of the research, where the population was 500 customers while the sample size was determined using incidental sampling technique, which was 84 respondents. Data collection uses descriptive statistical techniques, simple linear regression analysis, and hypothesis testing. The results of data analysis obtained t count of 7.669 while t table amounted to 1.98932, so the t test hypothesis variable service quality has a positive effect on customer satisfaction. From the calculation of SPSS obtained R = 0.646, with R2 = 0.418 or 41.8%, the amount of customer satisfaction has been explained in the service quality data. While the rest, which is 0.582 or 58.2%, information about the amount of customer satisfaction cannot be explained by these independent variables.

scholarly journals PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH PADA PT. BANK RAKYAT INDONESIA (PERSERO) Tbk.

2021 ◽  
Vol 8 (2) ◽  
pp. 25-33
Author(s):  
Samsul Rizal ◽  
Vivid Violin ◽  
Eka Wardiana ◽  
Irwan Abdullah
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Quality Data ◽  
Statistical Techniques ◽  
Simple Linear Regression ◽  
Independent Variables ◽  
Research Population ◽  
Positive Effect

The purpose of this study was to determine the effect of service quality on customer satisfaction at PT. Bank Rakyat Indonesia (Persero) Tbk. Unit Bengo Branch Watampone. This research was conducted at PT. Bank Rakyat Indonesia (Persero) Tbk. Unit Bengo Branch Watampone, the research population is all customers of PT. Bank Rakyat Indonesia (Persero) Tbk. Unit Bengo Branch Watampone Unit, which was met at the time of the research, where the population was 500 customers while the sample size was determined using incidental sampling technique, which was 84 respondents. Data collection uses descriptive statistical techniques, simple linear regression analysis, and hypothesis testing. The results of data analysis obtained t count of 7.669 while t table amounted to 1.98932, so the t test hypothesis variable service quality has a positive effect on customer satisfaction. From the calculation of SPSS obtained R = 0.646, with R2 = 0.418 or 41.8%, the amount of customer satisfaction has been explained in the service quality data. While the rest, which is 0.582 or 58.2%, information about the amount of customer satisfaction cannot be explained by these independent variables.

scholarly journals Pengaruh Pembiayaan Murabahah dan MudharabahTerhadap Perkembangan Usaha Kecil Nasabah BMT Mu’amalah Syari’ah Tebuireng Jombang

2019 ◽  
Vol 6 (2) ◽  
pp. 48
Author(s):  
Indah Parwati
Keyword(s):  
Small Business ◽  
Quantitative Methods ◽  
Linear Regression Analysis ◽  
Simple Linear Regression ◽  
Independent Variables ◽  
Sample Data ◽  
Research Population ◽  
Business Customers ◽  
Number Of Customers ◽  
Positive Effect

<span lang="IN">This study aimed to analyze the influence of <span>murabahah</span> financing and <span>mudharabah</span> in BMT Mu’amalah Syari’ah Tebuireng Jombang on customer’s micro business development. This study used quantitative methods. The datas were analyed using simple linear regression analysis to know the influence between the independent variables and dependent variabels. The research population were 30 <span>murabahah</span> financing’s customers and 19 customers of <span>mudharabah</span> financing. Thus, the entire population of <span>murabahah</span> and <span>mudharabah</span> financing customers were used as the research sample. Data collection techniques used questionnaires and documentation to obtain data on the number of customers and about the development of small business. The results showed that <span>murabahah</span>financing and mudharabah had a significant positive effect on the development of small business customers BMT Mu’amalah Syari’ah Tebuireng Jombang.</span>

scholarly journals PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN DI TOKO INTAN MARKET LINTAS MELAWI SINTANG

2021 ◽  
Vol 11 (1) ◽  
pp. 013
Author(s):  
Yunita Astikawati ◽  
Eka Suryani ◽  
Avelius Dominggus Sore
Keyword(s):  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Sampling Technique ◽  
Research Approach ◽  
Simple Linear Regression ◽  
Probability Sampling ◽  
Communication Techniques ◽  
Regression Test ◽  
Positive Effect

ABSTRACTThe general objective of this study is to determine the effect of service quality on customer satisfaction at the Intan Market Lintas Melawi Sintang. The research approach used a descriptive quantitative approach. form of research is simple linear regression. The population in this research are all consumers who have been customers of the Intan Market Lintas Melawi Sintang. The sampling technique used is a non-probability sampling technique with a type of incidental sampling. Data collection techniques used are indirect communication techniques, and documentation techniques with data collection tools in the form of questionnaires and documents. Based on the analysis results obtained: The criteria of service quality at the the Intan Market Lintas Melawi Sintang are sufficient. 2) Customer satisfaction has good criteria. 3) Based on a simple regression test, it is proven that service quality has a positive effect on customer satisfaction with a determination coefficient of 36.02%.Keywords: Quality, Service, and Satisfaction.ABSTRAKTujuan umum penelitian ini adalah untuk mengetahui pengaruh kualitas pelayanan terhadap kepuasan konsumen pada Pasar Intan Lintas Melawi Sintang. Pendekatan penelitian menggunakan pendekatan kuantitatif deskriptif. Bentuk penelitiannya adalah regresi linier sederhana. Populasi dalam penelitian ini adalah seluruh konsumen yang pernah menjadi pelanggan Pasar Intan Lintas Melawi Sintang. Teknik pengambilan sampel yang digunakan adalah teknik non-probability sampling dengan jenis pengambilan sampel insidental. Teknik pengumpulan data yang digunakan adalah teknik komunikasi tidak langsung, dan teknik dokumentasi dengan alat pengumpulan data berupa angket dan dokumen. Berdasarkan hasil analisis diperoleh: Kriteria kualitas pelayanan di Pasar Intan Lintas Melawi Sintang sudah cukup. 2) Kepuasan pelanggan memiliki kriteria baik. 3) Berdasarkan uji regresi sederhana terbukti kualitas pelayanan berpengaruh positif terhadap kepuasan konsumen dengan koefisien determinasi 36,02%.Kata Kunci: Kualitas, Pelayanan, dan Kepuasan.

scholarly journals Pengaruh Citra Perusahaan, Kualitas Layanan dan Kepuasan Nasabah terhadap Loyalitas Penggunaan BNI Mobile Banking (Studi Kasus BNI Kantor Cabang Harmoni)

2021 ◽  
Vol 5 (2) ◽  
pp. 155
Author(s):  
Kaledin Siadari ◽  
Anas Lutfi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Sampling Technique ◽  
Corporate Image ◽  
Mobile Banking ◽  
Analysis Method ◽  
Independent Variables ◽  
A Value ◽  
Operational Variables ◽  
Positive Effect

The purpose of this research is to find out the effect of corporate image, service quality, and customer satisfaction on the loyalty of BNI Mobile Banking use. The sampling technique used in this research is nonprobability sampling by accidental sampling using a quantitative approach by distributing questionnaires to 100 respondents. The data analysis method used in this research is multiple regression analysis. For operational variables using the Likert scale method of validity used a computer measuring instrument that is SPSS 26.0. The results showed that all independent variables have a simultaneous effect on the loyalty of BNI Mobile Banking usage positively and also have a positive effect on the loyalty of BNI Mobile Banking usage. Thus, corporate image, service quality, and customer satisfaction have positive affect and significance on the loyalty of BNI Mobile Banking usage, where the corporate image is the most dominant variable with a value of 0.342. Penelitian ini bertujuan untuk mengetahui pengaruh citra perusahaan, kualitas layanan dan kepuasan nasabah terhadap loyalitas penggunaan BNI Mobile Banking. Teknik pengambilan sampel menggunakan nonprobability sampling dengan cara accidental sampling, pendekatan kuantitatif dilakukan dengan cara menyebarkan kuesioner kepada 100 responden. Metode analisis data yang digunakan adalah analisis regeresi linear berganda, dan untuk operasional variabel menggunakan skala Likert dengan bantuan SPSS 26.0. Hasil penelitian menunjukkan bahwa semua variabel independen secara bersama-sama berpengaruh positif dan signifikan terhadap loyalitas penggunaan Mobile Banking dan juga berpengaruh positif dan signifikan secara individual terhadap loyalitas penggunaan Mobile Banking. Citra perusahaan merupakan variabel yang paling dominan dalam penelitian dengan nilai sebesar 0.342.

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

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%.  

scholarly journals Factors Affecting Customer Loyalty in Banking Sector of Hyderabad, Pakistan: A Study on Conventional and Islamic Banking

2019 ◽  
pp. 1-16
Author(s):  
Zuhaib Khokhar ◽  
Iqra Laghari ◽  
Muhammad Qasim Lakhani
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Banking Sector ◽  
Brand Image ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Islamic Banking ◽  
Independent Variables ◽  
Customer Trust

Customers are the prime means for any company or an organization to be successful. Customer loyalty plays a very crucial role in the success of an organization. This research is based on identifying the factors that affect the loyalty of customers in Conventional and Islamic Banking. A sample of 200 respondents were selected which further classified into Conventional and Islamic Banking. There were 143 respondents of conventional banking (including 80 male and 63 female), whereas Islamic banking includes 57 respondents in which male and female accounts for 37 and 20 respectively. The data was collected using Convenience Random Sampling Technique and then transacted into software known as IBM SPSS Statistics version 21. Major four (4) tests were done such as Factor Loading (Confirmative Factor Analysis: CFA), Reliability (Cronbach’s Alpha), t-Test and finally Linear Regression Analysis. There are two (2) variables such as Independent Variables and Dependent Variable. Independent Variables include service quality, customer satisfaction, customer trust, and brand image. Dependent Variable includes only customer loyalty. The data was collected using questionnaire as an instrument for collecting data; the questionnaire contains both closed-ended and open-ended questions. There are five (5) construct in the study and each possesses five (5) items and open-ended questions contain three (3) questions. Data was analyzed using the SPSS software. The results show that there is positive significant relationship of service quality, customer satisfaction, customer trust, and brand image on customer loyalty of both conventional and Islamic banking. Based on findings, it was recommended to prohibit interest (Riba) from banking sectors whether they are conventional or Islamic, there is a need to train employees to behave properly with their customers, and time incurred in transactions should be improved and counters should be increased because of rush of people in banks.

scholarly journals PENGARUH CUSTOMER RELATIONSHIP MANAGEMENT DAN KUALITAS PELAYANAN TERHADAP LOYALITAS NASABAH KREDIT KOMERSIL PADA BANK NAGARI SUMATERA BARAT CABANG PAINAN

2020 ◽  
Author(s):  
Lira Anggraini ◽  
Alfian
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Linear Regression Analysis ◽  
Relationship Management ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
Customer Relationship ◽  
Positive Effect

This study aims to determine the effect of customer relationship management and service quality to loyalty of commercial credit customers at Nagari Bank West Sumatera Painan Branch. The sample used counted 95 respondents, sampling technique using accidental sampling method. Data were collected using questionnaire, while data analysis technique was done by using multiple linear regression analysis. The results showed that based on Persial Test (t test) obtained: a) service quality variable has a positive effect 0,805 &lt; 1,985 and not significant 0,423 &gt; 0,05 to customer loyalty. b) customer satisfaction variables have a positive effect of 0,218 &lt; 1,985 and not significant 0,828 &gt; 0,05 to customer loyalty. c) variable of reliability have positive effect 2,254 &gt; 1,985 and significant 0,027 &lt; 0,05 to customer loyalty. d) Responsiveness variable has positive effect 8.173 &gt; 1.985 and significant 0.000 &lt; 0,05 to customer loyalty. e) the assurance variable has a positive effect 0,983 &lt; 1,985 and not significant 0,328 &gt; 0,05 to customer loyalty. f) empathy variables have negative effect -2,615 &gt; 1,985 and significant 0,011 &lt; 0,05 to customer loyalty. g) tangible variable has a positive effect of 2,791 &gt; 1,985 and significant 0,006 &lt; 0,05 to customer loyalty. From this research, the value of R² is 0,598, it means that 59,8% influenced by service quality variable, customer satisfaction, reliability, responsiveness, assurance, empathy, tangible and the rest influenced by other variables.

PENGARUH JASA PELAYANAN FREIGHT FORWARDING TERHADAP KEPUASAN PELANGGAN

2018 ◽  
Author(s):  
Andar Sri Sumantri ◽  
Radix Nugrahanto
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Secondary Data ◽  
Sampling Technique ◽  
Positive Influence ◽  
Linear Regression Equation ◽  
Independent Variables ◽  
Freight Forwarder ◽  
Freight Forwarding ◽  
A Company

<p>Customer is an important factor for the survival of a company. At a time, company sometimes didn’t know the level of customer satisfaction. If the company continues with this situation, the company would not know the next strategies to develop the company. There are many factors that connected with customer such as trust, facility and service quality. This research objective is to analyze if there is a positive influence, both individually and simultaneously between independent variables which are trust, facility and service quality to the dependent variable which is customers. In this research the object are the customers of PT Panah Persada Logisindo Semarang. The data sources are primary and secondary data using sampling technique of 80 respondents. The results of multiple linear regression equation show that there is a positive influence and partial significant between (t= 3,543 &gt; ttebal = 1, 99167) Trust, (t=4,976 &gt;ttebal=1,99167 ) Facility and (t =3,908 &gt; ttebal= 1, 99167) Service Quality effected by customer satisfaction.</p><p><strong>Keywords: Trust, Facility, Service Quality, Customer Satisfaction</strong></p><p>Kepuasaan Pelanggan merupakan faktor penting terhadap kelangsungan hidup sebuah perusahaan. Masalah yang dihadapi perusahaan saat ini berkaitan dengan tidak diketahuinya kepuasaan Pelanggan setiap tahun, Jika ini dibiarkan terus menerus, perusahaan tidak dapat menentukan strategi untuk meningkakan kepuasaan pelanggan. Ada banyak faktor yang mempengaruhi Kepuasaan Pelanggandipengaruhi oleh kepercayaan, fasilitas dan Kualitas Pelayanaan. Perumusan masalah, tujuan penelitian dan hipotesis pada latar belakang masalah dan tujuan penelitian ini untuk menganalisis adakah pengaruh yang positif baik secara individual dan simultan antara variabel independen yaitu kepercayaan, fasilitas, kualitas pelayanaan terhadap variabel dependen yaitu Kepuasaan Pelanggan. Pada penelitian ini obyek yang diambil pengguna jasa Freight forwarder PT Panah Persana Logisindo Semarang Sumber data meliputi data primer dan sekunder. Sampel pada penelitian ini adalah 80 responden teknik sampling yang digunakan seluruh populasi dijadikan sample. Berdasarkan hasil penelitian dan analisis berganda dihasilkan persamaan : Hasil persamaan regresi linear berganda menunjukkan bahwa ada pengaruh yang positif dan signifikan secara parsial antara ( t hitung = 3,543&gt; t tabel = 1,99167) kepercayaan, (t hitung4,976 &gt; t tabel =1,99167) Fasilitas ( t hitung = 3,908&gt; t tabel = 1,99167) Kualitas pelayanaan terhadap Kepuasaan Pelanggan.</p><p><strong>Kata kunci : Kepercayaan, Fasilitas, Kualitas Pelanggan. Kepuasaan Pelanggan</strong></p>

PENGARUH KUALITAS PELAYANAN, KUALITAS PRODUK DAN KEPERCAYAAN TERHADAP LOYALITAS PELANGGAN AROMANIA PARFUMERY DI KOTA BENGKULU

2021 ◽  
Vol 4 (1) ◽  
Author(s):  
Sri Ekowati ◽  
Selamat Riyadi
Keyword(s):  
Service Quality ◽  
Product Quality ◽  
Customer Loyalty ◽  
Hypothesis Test ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
Quality Product ◽  
Using Data ◽  
Positive Effect

ABSTRACTThis study aims to determine the effect of service quality, product quality and  trust on customer loyalty aromania parfumery Bengkulu. This type of research is a survey research with a quantitative approach, the object of this research is the consumers in Aromania parfumery, which is precisely located on Jl. Kapuas Raya, Lingkar Barat, Kec. Gading Cempaka, Bengkulu City. with the sampling method, namely non-propability technique, namely insidential sampling technique. The number of respondents in this study were 105 people. The data collection method used a questionnaire. By using data analysis techniques using Multiple Linear Regression Analysis Test, and Hypothesis Test, namely test t and test f. The results of this study can be concluded that the variable service quality Aromania parfumery has a positive effect on customer loyalty, product quality has a positive effect on customer loyalty, and trust has a positive effect on customer loyalty.Keywords: Service Quality, Product Quality, Customer Trust and Loyalty.

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