scholarly journals KEPUASAN NASABAH DITINJAU DARI KUALITAS PELAYANAN, REPUTASI PERUSAHAAN, DAN PERSEPSI KLAIM NASABAH (STUDI PADA KC AJAB BUMIPUTERA 1912 SURAKARTA)

2020 ◽  
Vol 4 (01) ◽  
Author(s):  
Yolanda Cahya Utami ◽  
Sri Hartono ◽  
Eny Kustiyah
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Random Sampling ◽  
Secondary Data ◽  
Sampling Technique ◽  
Study Data ◽  
Primary Data ◽  
Literature Study ◽  
Company Reputation ◽  
Quantitative Descriptive

The purpose of this study is to determine whether there is a significant influence between the variable quality of service, company reputation, and customer claims perception and customer satisfaction. In addition, it is also to find out whether there is a significant simultaneous effect and which variable is the most dominant in influencing customer satisfaction at KC AJB Bumiputera 1912 Surakarta. The method used is a method based on quantitative descriptive, where the sampling technique uses Random Sampling, which is a random sampling technique, regardless of the level contained in the population. The data used are primary data and secondary data with data collection techniques: questionnaires, observations, interviews, and literature study. Data analysis techniques in this study used multiple linear, determination test (R2), F test, and t test. The results of the study can be concluded that: 1) There is an effect of service quality, company reputation, and simultaneous perception of customer claims on customer satisfaction at KC AJB Bumiputera 1912 Surakarta, 2) There is an influence of service quality on customer satisfaction at KC AJB Bumiputera 1912 Surakarta Batik in the City of Solo, 3) There is an influence of company reputation on customer satisfaction in KC AJB Bumiputera 1912 Surakarta, 4) There is an influence of customer perception perceptions of customer satisfaction on KC AJB Bumiputera 1912 Surakarta. Keywords: Service Quality, Company Reputation, Customer Claim Perception, and Customer Satisfaction

PENGARUH KEPEMIMPINAN DAN MOTVASI KERJA TERHADAP KUALITAS PELAYANAN PUBLIK (STUDI KASUS PADA KANTOR KEMENTERIAN AGAMA SUNGAI PENUH )

2020 ◽  
Author(s):  
Pahrizal
Keyword(s):  
Data Analysis ◽  
Service Quality ◽  
Public Service ◽  
Random Sampling ◽  
Secondary Data ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Primary Data ◽  
Analysis Techniques ◽  
Intervening Variables

The research is proposed to test the influence of Leadership and Motivation Work on Public Service Quality. The population in this study was the Kantor Kementerian Agama Sungai Penuh who had received the last 1 year service at the Kantor Kementerian Agama Sungai Penuh, amounting to 260 people. Furthermore, by using the Slovin formula, a sample size of 158 people was chosen with a sampling technique based on Simple Random Sampling. This study uses primary data and secondary data. Data analysis techniques used are path analysis and hypothesis testing using t test with data analysis using SPSS version 20. The results of the study based on showing that partially the Leadership and motivation work have a positive and significant effect on Public Service Quality. The results also show that motivation work variables act as intervening variables between Leadership and Public Service Quality.

scholarly journals Pengaruh Sistem Informasi Akuntansi Terhadap Kelebihan Bayar Pajak

2021 ◽  
Vol 9 (1) ◽  
pp. 41-50
Author(s):  
Ririn Miptha Nuryana ◽  
Decky Hendarsyah
Keyword(s):  
Asset Management ◽  
Secondary Data ◽  
Sampling Technique ◽  
Study Data ◽  
Coefficient Of Determination ◽  
Linear Regression Method ◽  
Literature Study ◽  
Accounting Information System ◽  
Quantitative Descriptive ◽  
Descriptive Method

The awareness of taxpayers in paying taxes is very necessary because development in Indonesia requires very large funds, one source of government funds is revenue from the taxation sector so that state revenue can be met and development can continue. This study aims to complement the shortcomings of existing studies and to analyze the effect of the accounting information system (AIS) on tax overpayment (TOP) at the regional financial and asset management agency (RFAMA) of Bengkalis Regency. This study uses a quantitative descriptive method with primary and secondary data sources. The total population at the office of the RFAMA of Bengkalis Regency was 260 people. The sampling technique used purposive sampling, to obtain a sample of 30 people. Data collection techniques using questionnaires, interviews, documentation and literature study. Data analysis using are simple linear regression method, hypothesis testing and coefficient of determination. The results of this study indicate that the AIS have a significant effect on TOP at the RFAMA of Bengkalis Regency. This study can contribute to the office of the RFAMA of Bengkalis Regency in implementing an AIS and minimizing the occurrence of TOP.

scholarly journals The Effect of Customer Satisfaction on Customers Loyalty at the Green Mart Supermarket in Namrole City

2021 ◽  
Author(s):  
M Chairul Basrun Umanailo
Keyword(s):  
Customer Satisfaction ◽  
Secondary Data ◽  
Sampling Technique ◽  
Primary Data ◽  
Literature Study ◽  
Long Time ◽  
Quality Of Products ◽  
The City ◽  
Positive Effect

This study aims to determine the effect of customer satisfaction on buyer loyalty at Green Mart in Namrolesupermarkets. This research is quantitative. This research took place in the city of Namrole with the object of research at the Green Mart Supermarket. Sources of data in this study are primary data and secondary data. The data collection techniques in this research were survey and literature study. Sampling was done by non-probability sampling with a purposive sampling technique. The data analysis in this study used regression analysis. This analysis is used to examine the effect of customer satisfaction on loyalty. The results showed that customer satisfaction has a positive effect on loyalty. This implies that, if customer satisfaction increases, loyalty also tends to increase, if a customer is satisfied with the value provided by the products sold and the services received from Supermarkets, Green Mart is very likely to become loyal customers to Supermarkets. Green Mart for a long time. However, if customer satisfaction decreases, loyalty tends to decrease. Increased customer satisfaction is influenced by several factors, including the product and quality of products sold by various stores and according to the market tastes of shop consumers, friendliness, speed of service, and ease of transactions.

scholarly journals ANALISIS KEPUASAN PELANGGAN ATAS KUALITAS PELAYANAN PADA PT AUTOMOBIL JAYA MANDIRI WULING DI SURAKARTA

2019 ◽  
Vol 3 (02) ◽  
Author(s):  
Endah Astuti ◽  
Eny Kustiyah ◽  
Sri Hartono
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Descriptive Analysis ◽  
Secondary Data ◽  
Primary Data ◽  
Quantitative Descriptive Analysis ◽  
Physical Evidence ◽  
Quantitative Descriptive ◽  
Regression Tests

The purpose of this study was to determine the effect of service quality on customer satisfaction PT. Automobil Jaya Mandiri Wuling Surakarta partially and simultaneously. Primary data sources were obtained from questionnaires distributed to consumers with a sample of 95 people, while secondary data were obtained from PT. Automboil Jaya Mandiri Wuling Surakarta. The analytical tool used is quantitative descriptive analysis. Based on the results of the t test, it can be concluded that there is a partial effect between tangible and assurance on customer satisfaction at PT. Automobil Jaya Mandiri Wuling Surakarta. F test results show that there is a simultaneous influence between tangible, reliable, responsible, assurance, empathyvvariables on customer satisfaction at PT. Automobil Jaya Mandiri Wuling Surakarta. The results of multiple linear regression tests obtained by the equation Y = 1,219 + 0.763 X1 - 0.064 X2 + 0.130 X3 + 0.748 X4 - 8.644X5 €. From the regression equation it can be seen that the most dominant variable influencing consumer satisfaction is the physical evidence variable with a coefficient of 0.763. R2 (R Square) test obtained a result of 0.609 or 60.9% which means that customer satisfaction with the Dealer of PT. Automobil Jaya Mandiri Wuling Surakarta is influenced by variable tangiable, reliable, responsible, assurance, empathy of 60.9%. And other factors that influence customer satisfaction at PT. Automobil Jaya Mandiri Wuling Surakarta. of 0.391 (39.1%) expected by PT. Automobil Jaya Mandiri Wuling Surakarta needs to implement and develop aspects of service to consumer satisfaction which include tangible (physical evidence), reliability (reliability), responsiveness (responsiveness), assurance (empathy), empathy (empathy), so as to obtain a more market share well. Keywords: Service Quality, Tangible, Reliability, Responsiveness, Assurance, Empathy, and Customer Satisfaction

Pengaruh Kualitas Produk dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan Mobile Broadband Di Kota Palembang

2018 ◽  
Vol 16 (1) ◽  
pp. 43
Author(s):  
Hendrianto Hendrianto ◽  
Diah Natalisa ◽  
Dian Eka
Keyword(s):  
Regression Analysis ◽  
Statistical Analysis ◽  
Service Quality ◽  
Product Quality ◽  
Random Sampling ◽  
Secondary Data ◽  
Sampling Technique ◽  
Total Sample ◽  
Primary Data ◽  
Mobile Broadband

This study aimed to analyze product quality and service quality on customer satisfaction.Respondents were the customer of mobile broadband product in Palembang city. Both primary and secondary data were gathered. Secondary data were gathered from various sources such as journals, books and other related publications. Primary data were gathered using questionnaire which were distributed to the respondents. This research used a random sampling technique, a total sample of 100 respondents were obtained. Various statistical analysis tests such as validity, reliability and classical assumption tests were employed. Using a multiple linier regression analysis, the result indicated thatproduct quality and service quality had positive and significant effect on customer satisfaction. The mobile broadband company is suggested to evaluate about the price, product quality, and service quality to provide costumer satisfaction.

scholarly journals PENERAPAN PEDOMAN PERILAKU HIDUP BARU DALAM PENCEGAHAN DAN PENGENDALIAN COVID-19 DI KOTA PEKANBARU

2021 ◽  
Vol 4 (2) ◽  
pp. 259
Author(s):  
Nurrahmad Pebriansyah ◽  
Febri Yuliani ◽  
Adianto Adianto
Keyword(s):  
Prevention And Control ◽  
Municipal Government ◽  
Secondary Data ◽  
Sampling Technique ◽  
Study Data ◽  
Primary Data ◽  
Literature Study ◽  
And Control ◽  
Life Behavior ◽  
Selection Of

The purpose of this study is to explain how the municipal government of Pekanbaru provides guidelines that should be carried out by the community in carrying out activities in Pekanbaru. This research uses qualitative research methods. The selection of research informants used perposive sampling technique. Primary data collection from interviews, while secondary data from documentation and literature study. Data analysis using an interactive model. The results showed that the application of new life behavior guidelines based on the Mayor of Pekanbaru regulation number 104 of 2020 concerning guidelines for new productive and safe lives in the prevention and control of Coronavirus Desease 2019 (Covid-19) in Pekanbaru has paid attention to the lives of its people, it can be seen from its existence. Guidelines for carrying out activities and activities during the Covid-19 pandemic. However, there is still an increase in positive cases of Covid-19 due to people who do not comply with applicable policies. For this reason, the municipal government of Pekanbaru needs to reaffirm people who commit violations so that they can comply with health protocols, especially in crowded places.

scholarly journals Handling of Customers Satisfaction and Assessment of Service Qualities on Commercial Bark of Ethiopia in Addis Ababa at East District

2021 ◽  
Vol 4 (1) ◽  
Author(s):  
Birhanu Nitsuh ◽  
Mekonnen Worku ◽  
Lake Endeshaw
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Banking Sector ◽  
Addis Ababa ◽  
Secondary Data ◽  
Sampling Technique ◽  
Data Sources ◽  
Primary Data ◽  
Correlation Result ◽  
Data Source

Banking sector in Ethiopia is dominant and  it is a dense competent area. Due to this the bank managements tend to continually found the strategies that enables them to be competent in this dense competition. These strategies often focus on handling of customers satisfaction to be strongly compete and pooling more customers. Because, service quality is relevant to keep up their competitive advantage and improve customer satisfaction. So, this study examine the handling of customers satisfaction and assessment of service qualities on Commercial Bank of Ethiopia (CBE) in Addis Ababa at East District by applying SERVQUAL model. This study used convenient and random sampling technique to select the sample respondents and 400 respondents were selected branches of CBE in Addis Ababa at east district. The data sources for this study are primary and secondary data sources. The questionnaires are used as primary data source, which are contained SERVQUAL model and the agreements were measured by applying the five Likert point scales. The correlation result revealed that all dimensions of service quality have a strong and significant statistical relationship with customer satisfaction. The quality of service offered by CBE no meets with the expectation of customer (customers satisfied in somewhat quality service). So, the bank needs to reform service quality for satisfy and attract unsatisfied customers.   

scholarly journals ANALISIS PENGARUH KUALITAS PELAYANAN PADA LOYALITAS PELANGGAN DENGAN KEPUASAN PELANGGAN SEBAGAI VARIABEL MEDIASI

2021 ◽  
Vol 18 (1) ◽  
pp. 15-28
Author(s):  
Wahyu Rusdiyanto ◽  
Sri Suranti
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Random Sampling ◽  
Sampling Technique ◽  
Positive Influence ◽  
Primary Data ◽  
Business World ◽  
Excellent Service ◽  
The City

Abstrak: Analisis Pengaruh Kualitas Pelayanan pada Loyalitas Pelanggan dengan Kepuasan Pelanggan debagai Variabel Mediasi. Kualitas pelayanan dalam dunia bisnis menjadi perhatian utama agar pelanggan merasa puas dan menjadi loyal. Studi ini bertujuan untuk menganalisis bagaimana kualitas pelayanan, dan kepuasan pelanggan memberikan pengaruh pada loyalitas pelanggan. Studi ini dilakukan di Kota Surakarta dengan menggunakan data primer yang dikumpulkan dengan kuesioner. Metode yang digunakan adalah penelitian eksplanatori dengan pendekatan kuantitatif. Jumlah responden penelitian yaitu  245 orang yang ditentukan menggunakan teknik random sampling. Uji hipotesis dilakukan dengan analisis regresi pada perangkat lunak SPSS. Uji mediasi menggunakan metode Barond and Kenny. Hasil analisis data menemukan bahwa (1) kualitas pelayanan mempunyai pengaruh yang positif pada kepuasan pelanggan, (2) kepuasan pelanggan mempunyai pengaruh yang positif pada loyalitas pelanggan, (3) kepuasan pelanggan menjadi mediator pengaruh kualitas pelayanan pada loyalitas pelanggan Kata kunci: analisis pengaruh, kualitas pelayanan, loyalitas pelanggan, kepuasan pelanggan, pelayanan prima Abstract: Analysis of Effect of Service Quality on Customer Loyalty with Customer Satisfaction as a Mediation Variables. Service quality in the business world is a major concern so that customers feel satisfied and become loyal. This study aims to analyze how service quality and customer satisfaction influence customer loyalty. This study was conducted in the city of Surakarta, primary data collected by a questionnaire. The method used is explanatory research with a quantitative approach. The number of research respondents was 245 who were determined using random sampling technique. Hypothesis testing is carried out by means of regression analysis on SPSS software. The mediation test uses the Barond and Kenny method. The results of data analysis found that (1) service quality has a positive influence on customer satisfaction, (2) customer satisfaction has a positive influence on customer loyalty, (3) customer satisfaction becomes a mediator of the effect of service quality on customer loyalty. Keywords: analysis of effect, service quality, customer loyalty, customer satisfaction, excellent service

Price Analysis, Service Quality, Customer Satisfaction on Customer Loyalty at Pt. Tigaraksa Satria, Tbk Medan

2021 ◽  
Vol 8 (4) ◽  
pp. 86-91
Author(s):  
Teuku Sabri Albana Putra ◽  
Isfenti Sadalia ◽  
Beby Karina Fawzeea Sembiring
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Field Research ◽  
Secondary Data ◽  
Research Field ◽  
Primary Data ◽  
Quantitative Descriptive ◽  
Price Analysis ◽  
Positive Effect

This study aims to analyze how much influence price, service quality and customer satisfaction have on customer loyalty at PT. Tiga Raksa Satria Tbk Medan. This study used a quantitative descriptive method by using a normative approach (legal research) to obtain secondary data and an empirical approach (juridical sociological), to obtain primary data through field research (field research). The results showed that the effect of price, service quality and customer satisfaction on customer loyalty at PT. Tigaraksa Satria Tbk, and based on the research results are as follows: First, the effect of price on customer loyalty has a positive and significant effect, which means that if the price improves, customer loyalty will also improve. Second, the effect of service quality on customer loyalty has a positive and significant effect, which means that if service quality increases, customer loyalty will also increase. Third, the effect of customer satisfaction on customer loyalty has a positive and significant effect, which means that if customer satisfaction increases, customer loyalty will also increase. Fourth, the overall effect of price, service quality and customer satisfaction on customer loyalty has a positive effect, which means that if the three independent variables are continuously improved, customer loyalty will also increase. Therefore, it is hoped that PT. Tigaraksa Satria Tbk in terms of improving customer loyalty to pay more attention to the issue of price, service quality and customer satisfaction. In order to create good customer loyalty at PT. Tigaraksa Satria Tbk. Keywords: Price, Service Quality, Customer Satisfaction and Loyalty Customer.

scholarly journals PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN (ORANG TUA MURID TAAM AISYAH BANDUNG)

2019 ◽  
Vol 3 (2) ◽  
pp. 218-226
Author(s):  
Wendy Muliadi ◽  
Muhammad Irsyad Raspati
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Descriptive Analysis ◽  
Good Condition ◽  
Secondary Data ◽  
Sampling Technique ◽  
Primary Data ◽  
Achievement Level ◽  
Positive Results

The purpose of this study was to determine service quality, customer satisfaction, and to determine its influence on service quality on customer satisfaction, and to determine the importance of service quality to customer satisfaction at Taam Aisyah. The research method used is descriptive analysis method and associative analysis. The data used are primary data and secondary data, by making observations and giving questionnaires to respondents. The sampling technique in this study was a census technique questionnaire. The sample in this study amounted to 33 respondents. This study proves that the service quality received at Taam Aisyah is in very good condition with an achievement level of 141.84 expected service quality is in very good condition with an achievement rate of 145.78 with an increase in the Spearman Rating ranking which can amount to ρ = (+) 0.728 positive results if the quality of service is good then satisfaction will increase, based on Champion criteria is strong enough, service quality is only able to increase by 52.99% on customer satisfaction.

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