scholarly journals Analisis Kualitas Pelayanan Terhadap Kepuasan Nasabah PT. WOM Finance Wonogiri

2019 ◽  
Vol 3 (02) ◽  
Author(s):  
Aris Susanto ◽  
Bambang Mursito ◽  
Sri Hartono
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Quantitative Research ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Data Sources ◽  
Coefficient Of Determination ◽  
Study Program ◽  
Quantitative Research Methods ◽  
Collection Methods

Analysis of Service Quality Towards Customer Satisfaction PT. WOM Finance Wonogiri. Thesis, Management Study Program (S1). Surakarta Batik Islamic University, 2019. This study aims to determine the effect of service quality consisting of tangibles, reliability, responsiveness, assurance, empathy simultaneously and partially on customer satisfaction at PT WOM Finance Wonogiri.. This research uses quantitative research methods. Data sources used in this study were respondents or people who responded or answered the researchers' questions, namely customers of PT. WOM Finance Wonogiri. Data collection methods used observation, questionnaire, and documentation. This study uses classical assumption test techniques, multiple linear regression analysis, and hypothesis testing (t test,f test, and coefficient of determination). The results of data analysis obtained there are tangibles,reliability, responsiveness, assurance,empathy effect simultaneously and partially to customer satisfaction at PT WOM Finance Wonogiri. Keywords: tangibles, reliability, responsiveness, assurance, empathy (empathy), customer satisfaction

scholarly journals ANALISIS PENGARUH JUMLAH KREDIT, LOAN TO ASSET RATIO (LAR), DAN LOAN TO DEPOSIT RATIO (LDR) TERHADAP NON-PERFORMING LOAN DI PT BANK RAKYAT INDONESIA (PERSERO) Tbk CABANG WONOGIRI TAHUN 2018

2019 ◽  
Vol 3 (02) ◽  
Author(s):  
Yuan Sasmita Nugraha ◽  
Burhanudin AY ◽  
Ratna Damayanti
Keyword(s):  
Quantitative Research ◽  
Linear Regression Analysis ◽  
Secondary Data ◽  
Financial Statements ◽  
Multiple Linear Regression Analysis ◽  
Data Sources ◽  
Coefficient Of Determination ◽  
Quantitative Research Methods ◽  
Branch Office ◽  
Collection Methods

This study aims to determine the effect of the amount of credit, LAR, and LDR on Non-Performing Loans at PT Bank Rakyat Indonesia (Persero) Tbk Wonogiri. This study used quantitative research methods. The data sources used in this study are secondary data, namely the financial statements of PT Bank Rakyat Indonesia (Persero) Tbk, the Wonogiri Branch Office in 2018. Data collection methods in this research were documentation and literature studies. This study used classical assumption test techniques, multiple linear regression analysis, and hypothesis testing (t test, f test, coefficient of determination). The results of data analysis are: The amount of credit has a positive and significant affect on the NPL, Loan To Asset Ratio (LAR) has negative and significant affect on the Non-Performing Loan (NPL), Loan To Deposit Ratio (LDR) has positive and significant affect on the Non-Performing Loan (NPL). Keywords: Amount of Credit, LAR, LDR, NPL.

scholarly journals PENGARUH KUALITAS PELAYANAN, HARGA, DAN CITRA MEREK TERHADAP KEPUASAN PELANGGAN PENGGUNA JASA TRANSPORTASI OJEK ONLINE DI LAMONGAN

2020 ◽  
Vol 12 (2) ◽  
pp. 123-135
Author(s):  
Nawari Nawari ◽  
Sigit Marianto
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Quantitative Research ◽  
Brand Image ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
T Test ◽  
Coefficient Of Determination ◽  
Motorcycle Taxi

This study aims to determine the effect of service quality, price, brand image on satisfaction of ojek online transportation customers in Lamongan. This study is a survey with quantitative research. The population in this study is Cak Ed Lamongan online motorcycle taxi customers. Sampling used a purposive sampling technique and obtained a sample of 100 respondents using the formula Rao Purba. Data collection techniques in this study used interviews and questionnaires. Analysis of the data used were the validity test, the reliability test, the multiple linear regression analysis, the classic assumption test, the coefficient of determination R2 test, and hypothesis was tested through t test that was used to determine the effect of service quality, price and brand image partially on satisfaction of ojek online transportation customers in Lamongan. From the analysis, results obtained of t test results variable service quality was tcount = 3.934 > ttable = 1.660 which states that the quality of service affects customer satisfaction. Price variable was tarithmetic = 3,622 > ttable = 1,660 which indicates that price influences customer satisfaction, and brand image variable tcount = 2,216 > ttable = 1,660 which states that brand image influences customer satisfaction. While R square of 0.783 shows that 78.3% of the variable Customer satisfaction is influenced by service quality, price, and brand image. While the remaining 21.7% is influenced by other variables that were not examined.

scholarly journals PENGARUH EMPHATY, ASSURANCE DAN RESPONSIVENESS TERHADAP KEPUASAN NASABAH PT. PRUDENTIAL LIFE ASSURANCE BANDUNG

2017 ◽  
Vol 15 (2) ◽  
pp. 169
Author(s):  
Tjahjono Djatmiko ◽  
Carisshya Habibah Sabrina
Keyword(s):  
Service Quality ◽  
Quantitative Research ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Measurement Scale ◽  
Coefficient Of Determination ◽  
Measuring Instruments ◽  
Quantitative Research Methods ◽  
Life Assurance ◽  
Business Sectors

The development of insurance services in Indonesia in until 2015 resulted an increase in the cempetition level. Competition among insurers must be followed by an increase in the level of service. The growth performance of PT. Prudential Life Assurance in the year of 2014 were below the industry level. This study analyzes on of the reasons that customer satisfication come especially from the quality of service. This study tried to determine the service quality variables affecting the customer satisfaction. The Research conducted on customers of PT. Prudential Life Assurance Bandung. The descriptive quantitative research methods was implemented by involving three independent variables such as Emphaty (X1), Responsiveness (X2) and Assurance (X3) and one dependent variable Customer Satisfication (Y). Nonprobability purposive sampling was used in this study. The Ordinal Measurement scale and likert are used as measuring instruments. By using the multiple linear regression analysis, the result showed tha all variables simultaneously affect service quality customer satisfication by 161.187. The result also showed that the coefficient of determination are 55% meaning that 45% were influenced by other factors not discussed in this study. It is suggested for futher research in order to add the factor of Product Quality and Price to obtain in a higher R-square, as well as doing the same research in different business sectors

Apakah Religiusitas sebagai Faktor Penarik Terhadap Kepuasan Nasabah (Studi Kasus BMT Idrisiyyah Tasikmalaya)

2020 ◽  
Vol 6 (1) ◽  
pp. 62-67
Author(s):  
Dede Aji Mardani ◽  
Riska Gunawati
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Research Method ◽  
Mutual Influence ◽  
Linear Regression Analysis ◽  
Field Research ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
T Test ◽  
Coefficient Of Determination

The purpose of this study is to know and analyze the implementation of services, perceptions of religiosity of institutions and customer satisfaction, as well as the influence of service quality and religiosity perceptions in BMT Idrisiyyah to customer satisfaction BMT Idrisiyyah Tasikmalaya.The research method used in this research is the field research method (field reaserch), while the data collection techniques are done through the spread of questionnaires and interviews. The sampling technique using slovin formula with the number of respondents 100 customers and the analysis tools used are classical assumption test, multiple linear regression analysis, coefficient of determination test, t-test and F test.Based on the results of research and F-test results (simultaneous) showed that service and perceptions of religiosity together affect the customer satisfaction. The result of t-test (partial) which have positive effect significantly to customer satisfaction from service quality is variable of reliability, responsiveness variable, assurance variable and empathy while for physical proof (tangible) has no effect to customer satisfaction. For the perception variable religiosity also does not affect customer satisfaction. For the mutual influence of service quality and religiosity perception have an effect on customer satisfaction in BMT Idrsiyyah with significance value 0,000 and F value equal to 6,750.

scholarly journals Pengaruh Kualitas Pelayanan Dan Promosi Terhadap Kepuasan Pelanggan OVO (Studi Kasus Pada Mahasiswa STIE Eka Prasetya)

2020 ◽  
Vol 6 (2) ◽  
pp. 9-20
Author(s):  
Muammar Rinaldi
Keyword(s):  
Regression Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Descriptive Analysis ◽  
Linear Regression Analysis ◽  
Personal Selling ◽  
Multiple Linear Regression Analysis ◽  
Coefficient Of Determination ◽  
Validity And Reliability ◽  
Quantitative Descriptive

The purpose of this study is to determine the effect of Service Quality and Promotion on OVO Customer Satisfaction. The research methodology used is quantitative descriptive method, the unit of analysis in this study is STIE Eka Prasetya and the observation unit is students from STIE Eka Prasetya. The population in this study were 993 respondents from STIE Eka Prasetya. The technique of determining the number of samples used in this study is the Slovin formula and amounted to 91 respondents. The research method used is the technique of data collection through the distribution of questionnaires that conducted systematically based on research objectives. The analytical method used to solve problems and prove hypotheses is descriptive analysis and regression analysis. This analysis includes validity and reliability, classic assumption tests, multiple linear regression analysis, hypothesis testing through t and F tests, and the coefficient of determination (R2) test. The results of the t test show that the variable Service Quality has a positive and significant effect on OVO Customer Satisfaction, and the Promotion variable has a positive and significant effect on OVO Customer Satisfaction. The results of the F test show that the Service Quality and Promotion simultaneously effect the Customer Satisfaction. The result of coefficient of determination test results (R2) shows that Customer Satisfaction was effected by Service Quality and Promotion variables, while the remaining is explained by other variables such as perception, digital marketing and personal selling that are not discussed in this study.

scholarly journals Pengaruh kualitas pelayanan, harga, dan lokasi terhadap kepuasan pelanggan PT.Dwi Karya Sartika

2021 ◽  
Vol 16 (1) ◽  
pp. 81-96
Author(s):  
Fenny Krisna Marpaung ◽  
Irma N. Hutagalung ◽  
Maria Mariana Tinambunan ◽  
Nico Jeremi Siahaan ◽  
Lamhoras H. Siregar
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Linear Regression Analysis ◽  
Reliability And Validity ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
Free Variable ◽  
Coefficient Of Determination ◽  
Research Implementation ◽  
Independent Variable

The purpose of the implementation of this research is to prove and determine the magnitude of the influence of the independent variable of service quality, the independent variable of price, and the independent variable of location on the dependent variable of customer satisfaction at PT.Dwi Karya Sartika Medan. The sampling technique used was random sampling, thus the sample used was to carry out regression testing on 84 research respondents and 30 study respondents to carry out the reliability and validity test. Hypothesis testing is to use multiple linear regression analysis. The results of the research implementation of the independent variable of service quality, the independent variable of price, and the independent variable of location contributed partially to the dependent variable of customer satisfaction PT.Dwi Karya Sartika. The result of the test of the coefficient of determination is 0.758, which means that the resulting or predicted influence of the free variable of service quality (X1), price free variable (X2), and location independent variable (X3) on the dependent variable of customer satisfaction (Y) is 75.8%, while the remaining 24.2% is predicted or influenced by independent variables which are not included in the implementation of this research. Keywords: Service quality, Price, Location, Customer satisfaction.

scholarly journals The Effect of Working Capital, Liquidity and Solvency on Profitability at PT Nippon Indosari Corpindo, Tbk

2020 ◽  
Vol 7 (1) ◽  
pp. 11
Author(s):  
Eni Puji Astuti
Keyword(s):  
Quantitative Research ◽  
Stock Exchange ◽  
Linear Regression Analysis ◽  
Secondary Data ◽  
Financial Statements ◽  
Multiple Linear Regression Analysis ◽  
Coefficient Of Determination ◽  
Working Capital ◽  
Quantitative Research Methods ◽  
Main Attraction

The main attraction for owners of company shareholders lies in the profitability ratio that shows the results of the management of the company's management of the funds invested. This study aims to determine: The Effect of Working Capital, Liquidity and Solvency on the Profitability of PT. Nippon Indosari Corpindo Tbk, both partially and simultaneously. Descriptive quantitative research methods, the data used are secondary data in the form of financial statements of PT. Nippon Indosari Corpindo Tbk, for a period of 9 years from 20010 - 2018 obtained through the IDX (Indonesia Stock Exchange). The analytical method used is the classic assumption test, multiple linear regression analysis, coefficient of determination and hypothesis testing. Based on the analysis results obtained the coefficient of determination (R2) of 0.928 or equal to 92.8%, which means that the contribution made by working capital, liquidity and solvency to profitability reaches 92.8.3% the remaining 7.2% is influenced by other variables which is not researched. Based on the t test partially working capital on profitability there is an effect where tcount -5.847> t table 2.575 and significance value 0.02 <0.05 and partially liquidity on profitability has no effect where tcount 1.846 <t table 2.575 and significance value 0.124> 0.05 and partially solvency to profitability there is the influence of tcount -3.386> ttable 2.575 and significance value 0.02 <0.05 based on the f test simultaneously working capital, liquidity and solvency affect the profitability where Fcount 21.477> Ftable 5.41 with a significant value of 0.003 <0.05

scholarly journals Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Jasa Service Pada PT. Astra International Tbk. – Daihatsu Malalayang

2019 ◽  
Vol 8 (2) ◽  
pp. 51
Author(s):  
Gisyel Angely ◽  
Johny R. E. Tampi ◽  
Danny D. S. Mukuan
Keyword(s):  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Customer Service ◽  
Linear Regression Analysis ◽  
Analysis Data ◽  
Multiple Linear Regression Analysis ◽  
Service Satisfaction ◽  
Coefficient Of Determination

The purpose of this study was to study the effect of service quality consisting of tangible, reliability, responsiveness, assurance, and empathy strengthening towards customer satisfaction. Regarding the problem in this study, whether the service quality offered to customer satisfaction services at PT. Astra International Tbk. - Daihatsu Malalayang. This type of research is quantitative research with descriptive research. The populations in this study were all service customers at PT. Astra International Tbk. - Daihatsu Malalayang, with a sample of 99 respondents. Technique analysis data uses multiple linear regression, t test, f test, and test coefficient of determination (R2). Based on the results of multiple linear regression analysis that includes simultaneous tangible, reliability, responsiveness, assurance, and empathy strengthen the service satisfaction of customers at PT. Astra International Tbk. - Daihatsu Malalayang by 54.0%. While the variables of reliability, responsiveness, and assurance are not partial to customer service satisfaction at PT. Astra International Tbk. - Daihatsu Malalayang. And the most dominant service quality variable is empathy.

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 KUALITAS PELAYANAN DAN KUALITAS PRODUK TERHADAP KEPUASAN PELANGGAN PADA PT ANEKA TATA NIAGA

2020 ◽  
Vol 11 (01) ◽  
pp. 46-57
Author(s):  
Hermanto Hermanto ◽  
Nora Pitri Nainggolan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
Coefficient Of Determination ◽  
Validity And Reliability ◽  
Margin Of Error ◽  
Quality Product

The purpose of this study was to determine the effect of service quality and product quality on customer satisfaction at PT Aneka Tata Niaga using slovin sampling technique with a margin of error of 5% of 155 customers so as to produce 112 respondents who are customers at PT Aneka Tata Niaga. Data collection methods are questionnaires. Data quality test in this study uses the validity and reliability test, the classic assumption test and the influence test in this study using multiple linear regression analysis and coefficient of determination analysis (R2), while the hypothesis testing in this study uses (t test) and (F test ) by using SPSS version 23 software program. the results show that service quality has a partially significant effect on customer satisfaction and product quality has a partially significant effect on customer satisfaction, and service quality and product quality together have a significant simultaneous effect on customer satisfaction at PT Various Commerce. Keywords: Service Quality, Product Quality, Customer Satisfaction

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