scholarly journals Dampak Brand Image dan Customer Experience terhadap Customer Satisfaction (Studi Pada Penonton Bioskop XXI di Surabaya)

2020 ◽  
Vol 8 (3) ◽  
pp. 1050
Author(s):  
Yohanes Geraldi Yuda Pradipta
Keyword(s):  
Customer Satisfaction ◽  
Consumer Satisfaction ◽  
Sampling Method ◽  
Brand Image ◽  
Hypothesis Test ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Customer Experience ◽  
Consumer Experience ◽  
The Impact

The pressures from such high activity will cause tension, fatigue, fatigue, and stress. Currently, the cinema industry has a promising market, shown by people who have high enthusiasm to watch in the cinema. The impact of brand image and consumer experience on cinema consumer satisfaction is an interesting topic to study. This research was intended to investigate and analyze the influence of brand image and customer experience with the satisfaction of cinema viewers in XXI Surabaya. The purposive sampling method was used through the judgmental sampling method for 50 samples. The hypothesis is tested through multiple linear regression analysis. The results of the first tested hypothesis were found that the brand image variable positively and significantly affected the satisfaction of XXI cinema viewers. The results of the second hypothesis test show that the customer experience variable has a positive and significant effect on customer satisfaction watching at the XXI cinema.

scholarly journals Analisis Pengaruh Kualitas Produk, Citra Perusahaan dan Kepercayaan Konsumen Terhadap Kepuasan Konsumen Produk Online

POINT ◽  
2021 ◽  
Vol 3 (2) ◽  
pp. 57-70
Author(s):  
Marina Malian
Keyword(s):  
Customer Satisfaction ◽  
Product Quality ◽  
Consumer Satisfaction ◽  
Quantitative Research ◽  
Brand Image ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Consumer Trust ◽  
Independent Variables ◽  
On Line

This study aims to analyze partially and simultaneously the influence of product quality, brand image and consumer trust on customer satisfaction. Including quantitative research using the results of questionnaire surveys filled by respondents. The sample used is 100 consumers of on line products in Palembang. The method of data analysis uses multiple linear regression analysis. To test the hypothesis the partial effect of independent variables on the dependent variable used the t test. The F test is used to test the effect of the independent variables on the dependent variable together. The results of processing data show there is an influence of product quality on customer satisfaction. Consumer trust affects consumer satisfaction and brand image does not affect consumer satisfaction. Taken together there is the effect of independent variables on the dependent variable. Consumer trust has the most dominant influence on customer satisfaction on line products in Palembang.

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 DAN KEPERCAYAAN MEREK TERHADAP LOYALITAS KONSUMEN DENGAN KEPUASAN KONSUMEN SEBAGAI VARIABEL INTERVENING PADA HIJAB MEDYNA COLLETION SITUS SHOP ONLINE

2020 ◽  
Vol 5 (1) ◽  
pp. 1
Author(s):  
Nadifatul Lailiyah
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Significant Influence ◽  
Consumer Satisfaction ◽  
Hypothesis Test ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Consumer Loyalty ◽  
Brand Trust ◽  
Normality Test

Penelitian ini bertujuan untuk mengetahui faktor- faktor yang mempengaruhi profitabilitas dengan Kualitas konsumen dan Kepercayaan merek Loyalitas konsumen sebagai variabel Y, Kepuasan konsumen sebagai variabel intervening. Alat analisis pada penelitjian ini adalah Analisis Path. Sampel dari penelitian ini adalah 95 jumlah orang member atau reseler yang beli di toko hijab medyna colletion malang. Metode  pengumpulan  data yang  digunakan  adalah  kuesioner (angket). Analisis  yang digunakan meliputi Uji istrumen, Uji normalitas, Analisis data, Uji hipotesis, Uji t dan Uji sobel. menggunakan analisis regresi linier berganda dengan bantuan software SPSS 17.0 for windows.95 breseler atau member medyna colletion yang menjadi populasi penelitian ini, hasil penelitian menunjukkan bahwa Kualitas pelayanan, Dan kepuasan merek Berpengaruh langsung terhadap Kepuasan konsumen, terdapat pengaruh positif dan signifikan. Kualitas Pelayanan, Dan kepercayaan merek Berpengaruh langsung terhadap Loyalitas konsumen, terdapat pengaruh positif dan signifikan. Kepuasan konsumen Berpengaruh langsung terhadap Loyalitas konsumen, terdapat pengaruh positif dan signifikan Kepercayaan merek terhadap kepuasan konsumen. Semakin baik kepercayaan merek maka kepuasan konsumen akan semakin meningkat atau sebaliknya semakin tidak baik kepercayaan Merek maka kepuasan konsumen akan semakin menurun. Kualitas Pelayanan dan Kepercayaan merek secara tidak langsung Berpengaruh terhadap Loyalitas konsumen dengan Kepuasan konsumen, Pengaruh positif dan signifikan kualitas pelayanan terhadap Loyalitas konsumen. Semakin baik kepercayaan merek maka Loyalitas konsumen akan semakin meningkat atau sebaliknya semakin tidak baik kepercayaan merek maka Loyalitas konsumen akan semakin menurun.  Kata kunci: Kualitas pelayanan, Kepercayaan merek, Loyalitas konsumen dan Kepuasan konsumenAbstract This study aims to determine the factors that influence profitability with consumer quality and brand trust Consumer loyalty as Y variable, customer satisfaction as an intervening variable. The analytical tool in this research is Path Analysis. The sample from this study was 95 number of members or resellers who bought at the poor hijab medyna colletion shop. The data collection method used is a questionnaire. The analysis used includes test instrument, normality test, data analysis, hypothesis test, t-test and sobel test using multiple linear regression analysis with the help of SPSS 17.0 for Windows software.95 resellers or members of medyna colletion which became the population of this study. The results of the study indicate that service quality, and brand satisfaction directly influence consumer satisfaction, there are positive and significant influences. Service Quality, and also brand trust directly influences consumer loyalty, this result means that there are positive and significant influences. Consumer satisfaction has a direct effect on consumer loyalty, there is a positive and significant influence on brand confidence in customer satisfaction. The better brand trust, customer satisfaction will increase or vice versa, the less trust the brand will, the more customer satisfaction will decline. Service Quality and brand trust indirectly influence consumer loyalty with consumer satisfaction, positive and significant influence on service quality on consumer loyalty. The better the brand trust, the consumer loyalty will increase or otherwise the worth the brand trust, the consumer loyalty will decrease. Keywords: Service quality, Brand Trust, Consumer Loyalty and Consumer Satisfaction

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 PENGARUH PENGALAMAN MEREK DAN CITRA MEREK TERHADAP KEPUASAN KONSUMEN MENGGUNAKAN SHAMPO L’ORÉAL DI KOTA PALU

2020 ◽  
Vol 4 (3) ◽  
pp. 219-228
Author(s):  
Intan Permatasari ◽  
Syamsul Bachri ◽  
Ponirin Ponirin
Keyword(s):  
Customer Satisfaction ◽  
Significant Influence ◽  
Consumer Satisfaction ◽  
Brand Image ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
Brand Experience ◽  
Purposive Sampling ◽  
The Relationship

This research aims to know and analyze: (1) To analyze the influence of brand experience and brand image simultaneously have a significant influence on consumer satisfaction using L'Oréal Shampoo in Palu City (2) To analyze the influence of brand experience partially have a significant influence on customer satisfaction L'Oréal Shampoo in Palu City and (3) To analyze the influence of brand image partially have a significant effect on consumer satisfaction using L'Oréal Shampoo in Palu City. The type of research used is quantitative (showing the relationship between variables). The population in the study were those who used L'Oréal Shampoo in Palu city twice in the last 3 months. Sampling technique in this study using purposive sampling, with the number of samples of 75 people. Data collection using questionnaires. The analytical method used multiple linear regression analysis using SPSS release 16. The results showed that (1) The influence of brand experience and brand image simultaneously influenced the consumer's satisfaction by using L'Oréal Shampoo in Palu City (2) brand partially influential to customer satisfaction using L'Oréal Shampoo in Palu City (3) There is influence of brand image by partially influential toward consumer's satisfaction using L'Oréal Shampoo in Palu City. Penelitian ini bertujuan untuk mengetahui dan menganalisa: (1) Untuk menganalisis pengaruh pengalaman merek dan citra merek secara simultan berpengaruh signitifkan terhadap kepuasan konsumen menggunakan Shampo L’Oréal di Kota Palu (2) Untuk menganalisis pengaruh pengalaman merek secara parsial berpengaruh signitifkan terhadap kepuasan konsumen menggunakan Shampo L’Oréal di Kota Palu dan (3) Untuk menganalisis pengaruh citra merek secara parsial berpengaruh signitifkan terhadap kepuasan konsumen menggunakan Shampo L’Oréal di Kota Palu. Jenis penelitian yang digunakan adalah kuantitatif (menunjukan hubungan antar variabel). Populasi dalam penelitian adalah yang menggunakan Shampo L’Oréal di kota Palu sebanyak 2 kali dalam 3 bulan terakhir. Teknik penarikan sampel dalam penelitian ini menggunakan purposive sampling, dengan jumlah sampel sebanyak 75 orang. Pengambilan data menggunakan kuesioner. Metode analisis yang digunakan analisis regresi linear berganda dengan menggunakan aplikasi SPSS release 16. Hasil penelitian menunjukan bahwa (1) Terdapat pengaruh pengalaman merek dan citra merek secara simultan berpengaruh signitifkan terhadap kepuasan konsumen menggunakan Shampo L’Oréal di  Kota Palu (2) Terdapat pengaruh pengalaman merek secara parsial berpengaruh signitifkan terhadap kepuasan konsumen menggunakan Shampo L’Oréal di Kota Palu (3) Terdapat pengaruh citra merek secara parsial berpengaruh signitifkan terhadap kepuasan konsumen menggunakan Shampo L’Oréal di Kota Palu.

scholarly journals PENGARUH KUALITAS PRODUK DAN CITRA MEREK TERHADAP KEPUTUSAN PEMBELIAN SMARTPHONE XIAOMI SERTA DAMPAKNYA PADA KEPUASAN KONSUMEN

2017 ◽  
Vol 7 (1) ◽  
pp. 30
Author(s):  
Nur Dianah ◽  
Henny Welsa
Keyword(s):  
Customer Satisfaction ◽  
Product Quality ◽  
Consumer Satisfaction ◽  
Brand Image ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Purchase Decisions ◽  
Purchasing Decisions ◽  
The Media

The purpose of this study is to describe the effect of product quality and brand image on purchasing decisions smartphones Xiaomi, the effect purchasing decisions on consumer satisfaction smartphone Xiaomi, the effect of product quality and brand image to satisfaction consumers smartphones Xiaomi, and the effect of product quality and brand image together on purchasing decisions smartphones Xiaomi and customer satisfaction. This research is classified in research exspost facto. Its population is a student at the Faculty of Economics University Sarjanawiyata Tamansiswa that are currently using or have used a smartphone Xiaomi and samples for the study of 100 people. Methods of data collection is done by using the media questionnaires, while data analysis techniques using multiple linear regression analysis were supported by detrminan coefficient F test and T, and classical assumption test consisting of multicoloniarity, heterocedasticity test, and test for normality and path analysis. The results showed that the quality of the product does not affect the purchase decision Xiaomi smartphone, brand image influence on purchase decisions Xiaomi smartphone. Product quality, brand image affects customer satisfaction while purchasing decisions do not affect the Xiaomi smartphone customer satisfaction. Taken together the product quality and brand image influence on purchasing decisions and consumer satisfaction Xiaomi smartphone. Keywords: product quality, brand image, purchasing decisions, customer satisfaction.

scholarly journals Influence of product quality, price, and quality of service to customer satisfaction (study on Resto Solaria Mall Lippo Cikarang)

2021 ◽  
Vol 6 (1) ◽  
pp. 95
Author(s):  
Dadang Heri Kusumah ◽  
Sumardjono Sumardjono ◽  
Dimas Ari Darmantyo
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Consumer Satisfaction ◽  
Hypothesis Test ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Validity And Reliability ◽  
F Test ◽  
Simultaneous Test

This study aims to partially examine the effect of product quality on consumer satisfaction, partially examine the effect of price on consumer satisfaction, and partially examine the effect of service quality on customer satisfaction, at the same time conducted at SOLARIA Resto Mall Lippo Cikarang.  The sampling method used is non-probability sampling, namely quota sampling. The sample of this study was 100 respondents who had visited the SOLARIA Mall Lippo Cikarang restaurant, and these respondents distributed online questionnaires via google form. This research is based on multiple linear regression analysis, with the help of SPSS statistical procedures, to test the validity and reliability of research tools in the form of partial test (t test) and simultaneous test (F test), classical assumption test and hypothesis test. hypothesis test (F test), the results obtained are product quality has a positive and significant effect on consumer satisfaction. There is a positive and significant effect of price on consumer satisfaction. There is a positive and significant effect of service quality on customer satisfaction. There is a simultaneous influence of product quality, price, and service quality on consumer satisfaction at Resto SOLARIA Mall Lippo Cikarang. This shows that all hypotheses in this study are accepted.

scholarly journals The Effect of Service Quality, Brand Image and Word of Mouth Communication towards the Continuing Study Interest

Webology ◽  
2020 ◽  
Vol 17 (2) ◽  
pp. 73-87
Author(s):  
Andri an ◽  
Supa rdi ◽  
Jumaw an ◽  
Had ita ◽  
Christophorus Indra Wahyu Putra
Keyword(s):  
Linear Regression ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Word Of Mouth ◽  
Brand Image ◽  
Hypothesis Test ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Test Reliability ◽  
Word Of Mouth Communication

This study aims to determine the extent of the relationship between service quality, brand image and word of mouth communication to the interest in continuing study in management department Faculty of Economics, Universitas Bhayangkara Jakarta Raya. The research methodology used is descriptive quantitative research and multiple linear regression analysis. The data obtained from those management students especially the class of 2018 and 2019, then processed using SPSS version 22 which includes several tests like, Validity Test, Reliability Test, Normality Test, Multicollinearity Test, Heteroscedasticity Test, Multiple Linear Regression Test, Hypothesis Test (t test and F test) and Determination Coefficient Test (r2). Based on the research results obtained that Service Quality (X1) and Brand Image (X2) variables have a negative and insignificant effect on Interest on Continuing Study (Y), but the other variable of Word of Mouth Communication (X3) has a positive and significant effect on Interest on Continuing Study (Y) variable.

PENGARUH KEPERCAYAAN, KEPUASAN KONSUMEN, DAN NILAI TERHADAP LOYALITAS PRODUK

2017 ◽  
Vol 12 (1) ◽  
pp. 55
Author(s):  
Rintar Agus Simatupang
Keyword(s):  
Customer Satisfaction ◽  
Consumer Satisfaction ◽  
Linear Regression Analysis ◽  
Perceived Value ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
Positive Influence ◽  
Validity And Reliability ◽  
Convenience Sampling ◽  
Positive Effect

This study aims to examine the influence of trust, customer satisfaction, perceived value on loyalty simultaneously and test the influence of trust, customer satisfaction, and perceived value on loyalty partially. Respondents in this study are consumers of notebook users. The sampling technique is done through convenience sampling technique. The number of respondents that can be used as a sample is as much as 250 respondents. Before the first analysis is done the validity and reliability test with the aim of knowing the level of validity and reliability, then analyzed using multiple linear regression analysis. The result of analysis shows that trust, consumer satisfaction and perceived value have positive influence on loyalty simultaneously, then based on partial test of trust variable does not affect to loyalty, while consumer satisfaction and perceived value have positive effect on loyalty.Keywords: Trust, Consumer Satisfaction, Perceived Value, Loyalty.Penelitian ini bertujuan untuk menguji pengaruh kepercayaan, kepuasan konsumen, nilai yang dipersepsikan pada loyalitas secara simultan dan menguji pengaruh kepercayaan, kepuasan konsumen, dan nilai yang dipersepsikan pada loyalitas secara parsial. Responden dalam penelitian ini adalah konsumen pengguna notebook. Teknik pengambilan sampel dilakukan melalui teknik convenience sampling. Jumlah responden yang dapat digunakan sebagai sampel adalah sebanyak 250 responden. Sebelum dilakukan analisis terlebih dahulu dilakukan uji validitas dan reliabilitas dengan tujuan mengetahui tingkat validitas dan reliabilitas, kemudian dianalisis menggunakan analisis regresi linier berganda. Hasil analisis menunjukkan kepercayaan, kepuasan konsumen dannilai yang dipersepsikan berpengaruh positif pada loyalitas secara simultan, kemudian berdasarkan pengujian secara parsial variabel kepercayaan tidak berpengaruh terhadap loyalitas, sedangkankepuasan konsumen dan nilai yang dipersepsikan berpengaruh positif pada loyalitas.Kata Kunci: Kepercayaan, Kepuasan Konsumen, Nilai yang Dipersepsikan, Loyalitas

scholarly journals PENGARUH BRAND IMAGE, CONSUMER SATISFACTION, ELECTRONIC WORD OF MOUTH TERHADAP NIAT MENGGUNAKAN KEMBALI

2019 ◽  
Vol 8 (7) ◽  
pp. 4647
Author(s):  
Ni Putu Siska Yundari ◽  
I Made Wardana
Keyword(s):  
Regression Analysis ◽  
Linear Regression ◽  
Consumer Satisfaction ◽  
Word Of Mouth ◽  
Brand Image ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Electronic Word Of Mouth ◽  
Food Services ◽  
Key Word

The purpose of this study is to provide an explanation of the effect of brand image on reuse intention, consumer satisfaction on reuse intention, electronic word of mouth on reuse intention. This research was counducted in Denpasar City by distributing questionnaires to a sample of 104 respondents who were selected by purposive sampling. The indicators in this study were 13, which were analyzed using multiple linear regression analysis with the results of research that showed that brand image, consumer satisfaction, electronic word of mouth were able to have positive and significant effect simultaneously and partially on the reuse intention Go-Food in Denpasar City. The study provides theoretical implications on how the importance of brand image, consumer satisfaction, electronic word of mouth in influencing the intention to reuse Go-Food services in Denpasar City and the partical implications of this research are able to provide information to consumers that are used as consideration in making decisions to reuse Go-Food services in Denpasar City. Key Word : brand image, consumer satisfaction, electronic word of moth, reuse intention  

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