scholarly journals The Effect of Service Quality on Customer Satisfaction at Koperasi Karyawan PT. Lotus Indah Textile Industry

2019 ◽  
Vol 2 (2) ◽  
pp. 172-178
Author(s):  
Damarsari Ratnasahara Elisabeth ◽  
Akhmad Nasir ◽  
Joko Suyono
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Correlation Coefficient ◽  
Textile Industry ◽  
Hypothesis Test ◽  
Test Reliability ◽  
Reliability Test ◽  
Processing Data ◽  
Dependent Variables ◽  
Independent Variable

This type of research uses a correlation coefficient, the sample used in this study is members who are also customers of Koperasi Karyawan PT. Lotus Indah Textile Industry in Surabaya as many as 50 customers who actively transact as many as 5 to 6 times each month. Processing data using validity test, reliability test and hypothesis test using t-test. The results of the correlation coefficient analysis using the SPSS 22.0 program amounted to 0.544 which means that there is an influence between employee service quality (x) on customer satisfaction (y). The results of the discussion and the results of testing the independent variable (x) service quality with dependent variables (y) customer satisfaction that H0 is rejected and H1 is accepted, because with t-count of 4.4917 > t table of 1.6672. This means that there is an influence of variable (x) on variable (y).

scholarly journals Pengaruh Structural Assurance dan Perceived Reputation Terhadap Purchase Intention Melalui Trust Pada Konsumen Tokopedia

2019 ◽  
Vol 8 (2) ◽  
pp. 111-120
Author(s):  
Moh. Deni Andri Saputra ◽  
Widiartanto Widiartanto
Keyword(s):  
Customer Satisfaction ◽  
Political Science ◽  
Correlation Coefficient ◽  
Purchase Intention ◽  
Positive Impact ◽  
Test Reliability ◽  
Coefficient Of Determination ◽  
Reliability Test ◽  
Structural Assurance ◽  
Test Of Significance

The aims of this study is to measure the effects of structural assurance and perceived reputation to purchase intention through trust. The population of this research is consumers of Tokopedia in Faculty of Social and Political Science of Diponegoro University, while the sample is 100 consumers of Tokopedia with some certain prerequirements.The data was analyzed using two-step analysis with SPSS 17.0 for windows where previously tested the validity test, reliability test, coefficient of correlation, coefficient of determination, and test of significance (t-test and f-test). The result of this study is showing that structural assurance and perceived reputation has positive impact toward trust, the biggest impact is own by perceived reputation. Based on the result of two step analysis, trust is an intervening variable toward purchase intention in this study. Some recommendations are added based on those results. It is recommended that Tokopedia should improve the ability to solve hacking, provide guaranteed data information so that visitors' responses to structural assurance are safe, besides that it needs to focus on customer satisfaction, provide high service and increase credibility so consumers arise trust and increase purchase intention to Tokopedia. Tujuan dilakukanya penelitian ini adalah untuk mengetahui pengaruh antara structural assurance dan perceived reputation terhadap purchase intention melalui trust. Populasinya adalah seluruh konsumen Tokopedia di Fakultas Ilmu Sosial dan Ilmu Politik di Universitas Diponegoro, sedangkan sampelnya adalah 100 konsumen Tokopedia dengan kriteria tertentu. Analisis yang digunakan dalam penelitian ini adalah analisis dua tahap menggunakan software SPSS for Windows, di mana sebelumnya dilakukan uji validitas, uji reliabilitas, uji koefisien korelasi, koefisien determinasi, analisis regresi sederhana dan berganda, dan uji signifikansi (uji t dan uji F). Hasil penelitian ini menunjukan bahwa structural assurance dan perceived reputation berpengaruh secara parsial dan simultan terhadap trust, dimana ketika bersama-sama perceived reputation memiliki pengaruh yang paling besar terhadap trust. Berdasarkan hasil analisis dua tahap trust merupakan variabel intervening terhadap purchase intention dalam penelitian ini. Berdasarkan hasil tersebut maka disarankan supaya Tokopedia dapat meningkatkan kemampuan dalam memecahkan masalah hackers, menyediakan jaminan informasi data sehingga tanggapan pengunjung mengenai structural assurance aman, selain itu perlu memfokuskan terhadap kepuasan konsumen, memberikan pelayanan yang tinggi dan meningkatkan kredibilitas yang dimiliki sehingga konsumen timbul trust dan berminat untuk membeli di Tokopedia.

scholarly journals PENGARUH KUALITAS PELAYANAN DAN HARGA TERHADAP KEPUASAN KONSUMEN PADA CV. NETRAL KECAMATAN RENGAT KABUPATEN INDRAGIRI HULU

2019 ◽  
Vol 10 (3) ◽  
pp. 324-332
Author(s):  
Kurnia Dewi
Keyword(s):  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Correlation Coefficient ◽  
Consumer Satisfaction ◽  
Quantitative Methods ◽  
T Test ◽  
F Test ◽  
Independent Variable

This research is on CV. Netral Rengat District, Indragiri Hulu Regency. The purpose of this research is to know the effect of service quality and price simultaneously on customer satisfaction on CV. Neutral Rengat District, Indragiri Hulu Regency; To find out the effect of service quality partially on customer satisfaction on CV. Neutral Rengat District, Indragiri Hulu Regency; To find out the effect of prices partially on customer satisfaction on CV. Neutral Rengat District, Indragiri Hulu Regency. The population in this study are all consumers who use the services of CV. Neutral Rengat Subdistrict, Indragiri Hulu Regency which is infinite in number, where visitors are teenagers to adults, the population used is 24,057 people. While the sample in this study amounted to 100 people with a nonprobability sampling technique. Thisr research used quantitative methods, namely by multiple linear regression, correlation coefficient and determination, and F test and t test. Based on the results of the research and discussion, some conclusions can be drawn as follows: From the quantitative calculations obtained using the multiple linear regression equation Y = a + b1X1 + b2X2 obtained Y = 3.808 + 0.238 X1 + 0.528 X2, namely the constant coefficient value (a) amounting to 3.808 this means that if the value of service quality (X1) and price (X2) equals zero, then the level or amount of customer satisfaction (Y) is equal to 3.808. The coefficient value of X1 = 0.238 means that if the service quality (X1) rises by one unit, while the price variable (X2) remains, customer satisfaction (Y) will increase by 0.238 and vice versa if the service quality (X1) decreases by one unit, while the price variable (X2) remains, consumer satisfaction (Y) will decrease by 0,238. The coefficient value of X2 = 0.528 explains that if the price (X2) rises by one unit, while the service quality variable (X1) remains, the level of customer satisfaction (Y) will increase by 0.528 and if the price (X2) falls by one unit, while the service quality variable (X1) remains that consumer satisfaction (Y) will decrease by 0.528. Multiple linear correlation coefficient (R) that is 0.885 means that the relationship that has a very high correlation between service quality and price to customer satisfaction is 0.885. The coefficient of determination (R2) is 0.783, meaning that customer satisfaction can be explained by variations in changes in the independent variable (service quality and price) of 78.3%, while the remaining 21.7% is explained by other variables outside the research. Based on the results of the F test, the calculated F value is 175,051 with a significant level of 0,000. While Ftable at 100% (0.05) is 3.09. In both calculations, F count> Ftable is 175,051> 3,09. This means that Ho is rejected and Ha is accepted, meaning that simultaneously service quality and price have a significant effect on customer satisfaction. Based on the results of the t test obtained the value of tcount X1> t table = 2.101> 1.98447 so that Ho is rejected and Ha is accepted, which means the independent variable (X1) service quality partially has a significant effect on the variable customer satisfaction (Y). Furthermore, the value of tcount X2> t table = 4.268> 1.98447 so that Ho is rejected and Ha is accepted, which means that the independent variable (X2) price partially has a significant effect on the variable customer satisfaction (Y).

scholarly journals PENGARUH KUALITAS PELAYANAN PETUGAS TERHADAP KEPUASAN PENGUNJUNG DI OBJEK WISATA SEJARAH BENTENG MARLBOROUGH DI KOTA BENGKULU

2016 ◽  
Vol 4 (1) ◽  
Author(s):  
Handika Fikri Pratama
Keyword(s):  
Service Quality ◽  
Significant Influence ◽  
Quantitative Method ◽  
Hypothesis Test ◽  
Quality Service ◽  
Validity And Reliability ◽  
Independent Variables ◽  
Dependent Variables ◽  
Independent Variable ◽  
Dominant Influence

Handika  Fikri  Pratama;  This  research  is  intended  to  know  the  influence  of  service  quality (Reliability, Responsiveness, Assurance, Empathy and Tangibles) either partially or simultaneously to the satisfaction of customers and to know the more dominant influence from quality service. This research used quantitative method. There were 100 samples collected using accidental sampling. Collected using questioner and documentation. Instrument test is done by validity and reliability test. Multiple linear regression and classical assumption test used as analysis test. Hypothesis test is done by F test and t test.Result of this research shows take value  of value Reliability, Responsiveness, Assurance, Empathy and Tangibles variable have significant influence to dependent variable (Y) simultaneously. Tangibles don’t have significant influence to variable (Y) Partially. Reliability, Responsiveness, Assurance and Empathy variable have significant influence to dependent variable (Y). The value of determination coefficient (R Square) 97,6% it means that the independent variable may describe the dependent variables, while the remaining 2,4% is explained by the other independent variables which are not included in the this research.Keywords : Service Quality, Customer’s Satisfactions.

scholarly journals PENGARUH KUALITAS PELAYANAN DAN HARGA TERHADAP KEPUASAN PELANGGAN PADA CV. CAHAYA BONANZA ABADI LAMONGAN

2020 ◽  
Vol 19 (1) ◽  
pp. 33-43
Author(s):  
Mohamad Rizal Nur Irawan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Significant Influence ◽  
T Test ◽  
Test Reliability ◽  
Coefficient Of Determination ◽  
Test Results ◽  
F Test ◽  
Independent Variables ◽  
Independent Variable

Customer satisfaction will be formed if it can meet the customer's basic expectations. Many factors influence customer satisfaction, including service quality and price. The problem that the answer to this research is looking for is the effect of partial, simultaneous and dominant independent variables (service quality and price) on customer satisfaction. Data analysis methods used are validity test, reliability test, classic assumption, multiple regression analysis, multiple correlation test, coefficient of determination, F test, t test. The results of multiple linear regression obtained an equation, (Y = 2.936 + 0.098 X1 + 0.246 X2). The t-test results obtained by t count variable service quality 5.434 price 3.704 greater than t table 1.660 between independent variables partially has a significant influence on customer satisfaction. The results obtained from the F test are: F count (75,966)> F table (3,09) means that variables simultaneously have a significant effect on customer satisfaction. From the regression calculation and t count value can be drawn that the most dominant influence on customer satisfaction is price. From the results of the analysis concluded that the independent variable (service quality and price) has a significant influence on customer satisfaction Cv. Cahaya Bonanza Abadi Lamongan.

scholarly journals Pengaruh Kualitas Layanan dan Kepercayaan Terhadap Keputusan Loyalitas Nasabah

2020 ◽  
Vol 2 (2) ◽  
pp. 77
Author(s):  
Rosa Jatnika Sari ◽  
Ine Aprianti
Keyword(s):  
Data Collection ◽  
Service Quality ◽  
Customer Loyalty ◽  
Linear Equations ◽  
Statistical Test ◽  
Test Reliability ◽  
Reliability Test ◽  
Independent Variable ◽  
Customer's Loyalty ◽  
The Impact

The purpose of this study was to determine the effect of service quality, trust and loyalty.. The methodology of data collection is conducted through a questionnaire using a Likert scale. The population is the customer of Bank Negara Indonesia and the samples are taken from 84 respondents. The analysis includes validity test, reliability test, statistical test, classic assumption test and SPSS test. The findings from SPSS 20 statistic program tool show the independent variable test which is service quality and trust (X) is 0.750 or 75%. The results of multiple linear equations show that there is a positive and significant impact between service quality on customer loyalty, t count of 12,331 which means t count>t table (12,331>1,66365) with a significance of 0,000<0,05. The trust variable of t count is 11,147 which means t count>t table (11,147>1,66364) with a significance of 0.000<0,05. Individually, the service quality and trust have positive and significant impact on customer’s loyalty. It means the impact of independent variable (X) on dependent variable which is customer’s loyalty (Y) is 75%, while the rest 25% (100-75=25) is explained by another variable outside this research.

scholarly journals PENGARUH KUALITAS LAYANAN DAN NILAI PELANGGAN TERHADAP KEPUASAN PELANGGAN GRAB BIKE DI UNIVERSITAS KRISNADWIPAYANA

2019 ◽  
Vol 7 (1) ◽  
Author(s):  
Donny Dharmawan ◽  
David Adista
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Random Sampling ◽  
Customer Value ◽  
Sampling Method ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Test Reliability ◽  
Reliability Test ◽  
Testing Techniques

<em>This study aims to analyze the effect of service quality and customer value on GrabBike customer satisfaction at Unkris, Jakarta. This study took a sample of 71 customers from a total of 250 GrabBike customers at Unkris, Jakarta. Samples were taken using the Slovin formula by random sampling method. Data testing techniques used in this study include validity test, reliability test, multiple linear regression analysis to test and prove the research hypothesis. The results of this analysis indicate that the variables of service quality and customer value have a positive and significant influence on customer satisfaction.</em>

Efek Harga, Kualitas Pelayanan, dan Kepuasan Pelanggan terhadap Loyalitas Pelanggan PT. Prodia Widyahusada cabang Batam

2021 ◽  
Vol 11 (1) ◽  
pp. 63-68
Author(s):  
Silvia Revana Auzar ◽  
Frentina Eka Ningrum Tyastuti
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
Reliability Test ◽  
Testing Technique ◽  
Independent Variable ◽  
Questionnaire Method

This study aims to examine and analyze the effect of price, service quality, customer satisfaction on customer loyalty at PT. Prodia Widyahusada Batam Branch. Data collection was carried out by distributing questionnaires to 96 customers of PT. Prodia Widyahusada Batam Branch. The sampling technique used is the questionnaire method and the reliability test data testing technique with Cronbach's Alpha. Classical assumption test and multiple linear regression analysis, to test and prove the research hypothesis. The results of the analysis show that price, service quality and customer satisfaction have a positive and significant effect on customer loyalty. Hypothesis testing using the t test shows that the variables of price, service quality and customer satisfaction that have been studied have a significant effect on customer loyalty variables. Then through the F test, it can be seen that the variables of price, service quality and customer satisfaction have a significant effect on customer loyalty together. The Rsquare number of 0.358 indicates that 35.8 percent of the variation in customer loyalty can be explained by one independent variable used in the regression equation. While the remaining 64.2 percent is explained by other variables outside the variables used in this study

scholarly journals ANALISIS FAKTOR-FAKTOR YANG MEMPENGARUHI KESELAMATAN PELAYARAN KAPAL PENANGKAP IKAN DI PELABUHAN TASIKAGUNG REMBANG

2019 ◽  
Vol 19 (2) ◽  
Author(s):  
Agus Aji Samekto
Keyword(s):  
Hypothesis Test ◽  
Test Reliability ◽  
Reliability Test ◽  
Shipping Industry ◽  
Collection Method ◽  
Port Authority ◽  
Population Sampling ◽  
Life Saving ◽  
Independent Variable ◽  
Multi Linear Regression

<p><em>This research is based on the accidents that happen to Indonesian fishing boats which could threaten the shipping industry safeness and causing considerable losses to ship owners. Problems will arise is safeness does not countered. The purpose of this research is to analyse between independent variable and dependent variable. The population sampling are 68 crews ships at Pelabuhan Perikanan pantai Agung, Rembang. The research methodology use is non-probability technique using incidental type sampling. The data collection method is questionnaire. The data analysing technique is multi linear regression which consists of validity test, reliability test, classic assumsion test and hypothesis test. The result shows that there is positive partial influence between fishing boats crews, ships’ seaworthiness, ships’ life-saving equipment and navigational safety aids to the fishing boats safety voyages. So, it could be concludes yaht the four variables have positive and significant influence to the fishing boats safety voyages. In order to ensure the safeness both crews ships and ship owners, they have to be discipline in following the rules. And for the Port Authority of Bojomulyo, Juwana when issuing the Port Clearance and Seaworthiness Certificate should be more cautious, especially when inspecting the ships stability, design and life-saving equipment. As for the Port Authority officers to always updating their competencies and proficiencies to increase the safeness of voyages.</em></p><p><strong><em>Keywords :</em></strong><em>     Ship life-saving Equipment, Fishing Boats, Voyages safeness.</em></p><p>Penelitian ini dilatar belakangi karena seringnya kecelakaan kapal ikan di Indonesia yang menyebabkan keselamatan pelayaran terancam dan menimbulkan kerugian cukup besar bagi pemilik kapal. Dengan melihat permasalahan yang ada, apabila masalah keselamatan pelayaran di laut tidak diperhatikan dengan baik, dikhawatirkan akan terjadi peningkatan jumlah kecelakaan kapal dari tahun ke tahun, tujuan penelitian ini untuk menganalisis pengaruh antara variabel independen terhadap variabel dependen. Dengan populasi awak kapal yang ada di Pelabuhan Perikanan Pantai Tasikagung, Rembang di ambil sampel sebanyak 68 responden. Metode penelitian yang digunakan dengan teknik <em>non-probability sampling</em> jenis <em>insidental sampling</em>, pengumpulan data menggunakan kuisioner, teknik analisis data yang digunakan adalah teknik analisis regresi berganda meliputi uji validitas, uji reliabilitas, uji asumsi klasik, dan pengujian hipotesis. Hasil persamaan regresi linier berganda diperoleh adanya pengaruh yang positif secara parsial antara sumber daya awak kapal ikan, kelaiklautan kapal, alat-alat keselamatan kapal dan peranan sarana bantu navigasi berpengaruh terhadap keselamatan pelayaran kapal ikan.</p><strong>Kata kunci</strong> <strong>:</strong> Alat-alat keselamatan kapal, Sumber daya awak kapal ikan, Kelaiklautan kapal, Sarana Bantu Navigasi Pelayaran (SBNP),  Keselamatan Pelayaran Kapal Ikan.

scholarly journals PENGARUH KUALITAS PRODUK HARGA DAN KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN PADA RUMAH MAKAN NESMILO DI SAMARINDA

2020 ◽  
Vol 8 (1) ◽  
pp. 65
Author(s):  
Rabiah Rabiah
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Test Reliability ◽  
Reliability Test ◽  
Negative Effect ◽  
Influential Variable ◽  
Positive Effect

This study aims to examine the effect of product quality, price and sevice quality on costumer satisfaction Nesmilo restaurant in Samarinda. The population in this study were consumers in Nesmilo restaurants with a total sampel of 80 respondents. Data collection techniquess were carried out by observaction, interviews, documentation and questionnaires. Analysis tools used validity test, reliability test, classic assumption test, multiple linear regression analysis and hypothesis testing with spss version 22. The results of this study indicate that product quality, price and service quality simultaneously have a positive effect on customer satisfaction. The results of this study also indicate that product quality partially has a significant negative effect on customer satisfaction. The variable price partially has no effect on customer satisfaction, then the service quality partialy has a positive and significant effect on customer satisfaction and the most influential variable on customer satisfaction is sevice quality.

FAKTOR-FAKTOR YANG MEMPENGARUHI KEPUASAN KONSUMEN TERHADAP LAYANAN PAYMENT POINT ONLINE BANK (PPOB)

2019 ◽  
Vol 3 (2) ◽  
pp. 480
Author(s):  
Annisah A Datuamas
Keyword(s):  
Regression Analysis ◽  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Test Reliability ◽  
Reliability Test ◽  
Validity Test

This study aims to analyze the factors that influence customer satisfaction with the payment of electricity and water bills for PDAMs at PT Nusa Mandiri. Methods of collecting data using a questionnaire distributed to 100 consumers of PT. Nusa Mandiri Berau District. The analysis tools used are Validity Test, Reliability Test, Multiple Linear Regression Analysis, t Test and F Test. The results of this study indicate that the factors that have a significant ef ect on customer satisfaction are Service Quality, Responsiveness, Empathy, Tangible. Whereas reability and assurance do not significantly influence customer satisfaction.

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