scholarly journals ANALYSIS OF THE INFLUENCE OF SERVICE QUALITY ON CUSTOMER SATISFACTION IN PT SUMMIT OTO FINANCE BRANCH OF SURABAYA

2019 ◽  
Vol 20 (1) ◽  
pp. 1-12
Author(s):  
Eni Yuli Siswati ◽  
Agus Sukoco
Keyword(s):  
Linear Regression ◽  
Customer Satisfaction ◽  
Quality Of Services ◽  
Linear Regression Method ◽  
Positive Direction ◽  
Multiple Linear Regression Method ◽  
Level Of Satisfaction ◽  
Multi Linear Regression ◽  
The Relationship

This study aims to determine and analyze how much influence the quality of services on the level of satisfaction felt by customers who use the financing services of PT Summit Oto Finance Surabaya Branch. The model used in this research is the method of observation, interviews, and questionnaires using a Likert scale and the method of determining the sample used is Proportionate Stratified Random Sampling of 100 samples. The analytical method used is the multiple linear regression method (Multi Linear Regression. The results of the study obtained the regression equation Y = 0.408 + 0.035X1 + 0.320X2 + 0.183X3 + 0.217X4 + 0.277X5. Where simultaneously all variables are tangible, reliability, responsiveness, assurance. , and empathy have a significant influence and positive direction of the relationship on customer satisfaction, while partially only tangible variables that do not affect customer satisfaction The most influencing variable on customer satisfaction is the variable reliability (2,898).

scholarly journals PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH PADA BANK NAGARI CABANG LUBUK SIKAPING

2019 ◽  
Vol 3 (2) ◽  
pp. 116-128
Author(s):  
Yurasti Yurasti
Keyword(s):  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Linear Regression Method ◽  
Literature Study ◽  
Significance Level ◽  
Level Of Satisfaction ◽  
The Impact

THE IMPACT OF SERVICE QUALITY ON CUSTOMER SATISFACTION WITH BANK NAGARI BRANCH LUBUK SIKAPING This study aims to determine how much the influence of the dimensions of service quality to the level of satisfaction felt by customers who use the services of Bank Nagari Lubuk Sikaping Branch. The model which is used in this study is the method of observation, interviews, questionnaires, and literature study by using a likert scale and sampling method used was accidental sampling a total of 100 samples. The analytical method used is multiple linear regression method (multiple linear regression). The results showed that the dimensions of service quality consists of Tangible (X1), Empathy (X2), Responsiveness (X3), Reliability (X4), and Assurance (X5) collectively - have the same positive effect. Where the regression equation Y = 10.671 + 0.688 X1 + 0.057 X2 + 0.318 X3 + 0.996 X4 - X5 + 0.209 + e. In addition, the F-test shows that the quality of services has a significant impact on customer satisfaction with a significant level of 0.000 or 0%. While based on partial test (t), all the variables also have a significant impact on customer satisfaction for Tangible significance level is 0.001, or 0.1%; Empathy is 0,001, or 0.1%; Responsiveness 0.001 or 0.1%; Reliability 0,000 or 0%; Assurance of 0.004 or 0.4%. Keywords: Customer Satisfaction, Tangible, Empathy, Responsiveness, Reliability, and Assurance.

THE IMPLEMENTATION OF ISO 9001:2015 TO IMPROVE QUALITY OF SERVICE AT PUSAT KESIHATAN UNIVERSITI (PKU), UNIVERSITI UTARA MALAYSIA(UUM)

2018 ◽  
Vol 13 (Number 2) ◽  
pp. 67-77
Author(s):  
Anis Syamimi Abd Rahim ◽  
Mohd Norhasni Mohd Asaad
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Descriptive Statistics ◽  
Iso 9001 ◽  
Quality Of Services ◽  
Research Questions ◽  
Spss Software ◽  
The Relationship ◽  
Universiti Utara Malaysia

The purpose of this study is to review the implementation of ISO 9001:2015 in order to improve the quality of services at Pusat Kesihatan Universiti (PKU), Universiti Utara Malaysia. The respondents of this study were customers at the PKU, UUM. The questionnaire was distributed to 50 respondents. The data were analyzed using SPSS software version 24. The data were tested using descriptive statistics, and correlation analysis to answer the research questions and to achieve the objectives. The findings show that customers agree that implementation of ISO 9001:2015 give service at PKU, UUM is good and satisfied. Through the correlation test, the results showed that the relationship between the implementation of ISO 9001:2015 has a positive and significant impact on customer satisfaction and the effect of implementing ISO 9001:2015 has a positive and significant impact in improving quality of service at PKU, UUM.Through mean and standard deviation tests, results show that tangible dimensions are the main dimensions of customer satisfaction while dimensions with low values are dimensions of responsiveness.Therefore, all aspects of service in PKU, UUM will be strengthened and all aspects of the weaknesses could be addressed to improve the service in order to maintain good quality services.

scholarly journals ANALISIS KUALITAS PELAYANAN, SARANA PRASARANA DAN LINGKUNGAN TERHADAP KEPUASAN PASIEN

2019 ◽  
Vol 7 (2) ◽  
pp. 39
Author(s):  
Sripina Ulandari ◽  
Sunarsih Yudawati
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
Data Analysis ◽  
Linear Regression ◽  
Health Center ◽  
Sampling Technique ◽  
Quality Of Services ◽  
P Value ◽  
The Relationship

The puskesmas must still be able to maintain the quality of services supported by adequate facilities and infrastructure and be supported by the creation of a clean, beautiful, neat and pleasant environment so as to meet the expectations or needs of patients. The purpose of this study was to analyze the relationship between the quality of services, facilities and the environment for patient satisfaction at Pujon Health Center Malang Regency.The type of research used is explanatory reset. The sampling technique used was purposive sampling. The sample in this study were patients who came to treatment (at least 2 times treatment) or patients who had used services to the Health Center as many as 150 respondents. Collecting data uses observation techniques, interviews, questionnaires and documentation. The data analysis used is multiple linear regression. Based on the results of the study prove the existence of a significant influence between the quality of service, infrastructure and environment on patient satisfaction in Health Center (p-value 0.034

scholarly journals Predict the amount of Cu using the four Ca, Al, P, S Elements by Multiple Linear Regression Method

2021 ◽  
Vol 9 (9) ◽  
pp. 1088-1092
Author(s):  
Hamed Nazerian
Keyword(s):  
Linear Regression ◽  
Multiple Linear Regression ◽  
Regression Method ◽  
Multivariate Linear Regression ◽  
Linear Regression Method ◽  
Multiple Linear Regression Method ◽  
Spss Software ◽  
Exploration Area ◽  
The Relationship ◽  
South Khorasan

Abstract: The study area is located in Sarbisheh city in South Khorasan province, Iran. Copper estimation was performed by multivariate linear regression method to facilitate the use of previous analyses to predict this element in other areas, reduce costs and also reduce the number of samples. For this purpose, by obtaining a basic formula from estimating the amount of Cu with one of the promising points samples, the amount of copper in other parts of the exploration area was investigated. Several analyses were taken from the exploratory area after calculations to validate the regression. The regression results of new and old data were compared and estimation acceptable. These calculations were performed by SPSS software, according to the four elements Ca, Al, P, S, the results obtained and the relationship presented has acceptable validity. Keywords: Multivariate linear regression, Cu estimation, SPSS, Iran.

scholarly journals Analysis Of The Influence Of Customer Satisfaction On Sharia Banking Peroformance In Bogor City

2021 ◽  
Vol 2 (2) ◽  
pp. 402-414
Author(s):  
R Dina Arfiana Burhan ◽  
Muhammad Najib ◽  
Endri Endri
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Structural Equation ◽  
Equation Modeling ◽  
Quality Of Services ◽  
Islamic Banking ◽  
Quality Product ◽  
The Relationship

The development of Islamic banking is very rapid, causing competition between Islamic and conventional banking. Improving the quality of services and products makes the main point in providing customer satisfaction. This study aims to analyze the influence of service quality, product quality, and price with customer satisfaction at Islamic commercial banks in the city of Bogor. This study uses SEM (Structural Equation Modeling) to determine the level of influence of the relationship between customer satisfaction with service quality, product quality and price. This study used a sample of 100 respondents with qualifications of 81 men and 19 women and used a descriptive approach. The results of this study are the level of customer satisfaction with prices reaching 2.49, besides that the level of customer satisfaction with products is 2.91, and the level of customer satisfaction with service quality is 2.84. These results prove that customer satisfaction is strongly influenced by the price, products, and quality of services provided by Islamic banking.

ANALISIS KUALITAS PELAYANAN, KEPERCAYAAN DAN KETEPATAN WAKTU TERHADAP KEPUASAN PELANGGAN PT. PILAR PRIMA NUSANTARA (J&T EXPRESS) DELANGGU

2021 ◽  
Vol 5 (1) ◽  
Author(s):  
William Arbiansyah Pasaribu ◽  
Bambang Mursito ◽  
Djumali Djumali
Keyword(s):  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Brand Image ◽  
Sampling Technique ◽  
Regression Method ◽  
Linear Regression Method ◽  
Purchase Decisions ◽  
Business People ◽  
Multiple Linear Regression Method

Business people experience very tough competition. Every shipping business actor is required to be sensitive to any changes that occur and prioritize customer satisfaction as the main goal. This study aims to identify and explain customer satisfaction in terms of service quality, trustworthiness, and timeliness of delivery of J&T Express Delanggu customers. The research sampling technique used accidental sampling of 100 consumers with multiple linear regression method. The results of this study are service quality, trustworthiness, and punctuality have a significant effect on customer satisfaction J&T Express Delanggu. Partially each variable, namely service quality, trustworthiness, and timeliness have a significant effect on customer satisfaction at J&T Express Delanggu. Customer satisfaction variables can be explained by the variable product quality, brand image and service by 31.7% and others are influenced by other variables. Keywords: purchase decisions, service quality, trustworthiness, and timeliness

scholarly journals Calidad en el servicio de las empresas hoteleras de segunda categoría / Quality in service of hotel companies of second category

Ciencia Unemi ◽  
2016 ◽  
Vol 9 (18) ◽  
pp. 19 ◽  
Author(s):  
Carlos Veloz Navarrete ◽  
Jorge Vasco Vasco
Keyword(s):  
Customer Satisfaction ◽  
Business Processes ◽  
Quality Of Services ◽  
Level Of Satisfaction ◽  
New Vision ◽  
Para Determinar ◽  
Second Category ◽  
Proper Operation

Las empresas hoteleras están diseñadas para acoger a las personas que por diferentes motivos viajan y necesitan descansar, por ser un servicio las inspecciones son constantes en las áreas de trabajo convirtiéndose en una tarea abrumadora y muy difícil de evaluar. El objetivo del presente estudio es garantizar la calidad del servicio de hospedaje, para que los turistas evalúen los procesos y las empresas se enfoquen en la satisfacción del cliente. El buen funcionamiento de la empresa hotelera depende que los colaboradores conozcan las expectativas de los clientes y ellos a su vez perciban la calidad de los servicios brindados, este análisis permite ver las deficiencias, para determinar el nivel de satisfacción en el servicio que brinda a sus usuarios, en el marco de la metodología SERVQUAL. El seguimiento que se dé en las principales actividades que tienen relación directa con el usuario contribuirá para tener una nueva visión del servicio ofrecido, de tal manera que los procesos mejoren y así obtener satisfacción en el cliente. En los resultados obtenidos se evidencia que las perspectivas analizadas dan un panorama global de la calidad de los servicios hoteleros de segunda categoría teniendo deficiencias en la confiabilidad y capacidad de respuesta hacia los usuarios, mismas que se pueden mejorar estandarizando y gestionando los procesos. AbstractHotel companies are designed to accommodate people who travel for different reasons and need to rest, as they offer a service, inspections are constant in the work areas becoming an overwhelming task which is very difficult to assess. The aim of this study is to ensure quality of hosting service, for tourists to evaluate business processes and businesses can focus on customer satisfaction. The proper operation of the hotel company depends on the fact that the employees know the expectations of the customers and they in turn perceived the quality of services provided, this analysis shows the shortcomings, to determine the level of satisfaction with the service provided to customers, under the SERVQUAL methodology. The follow-up given in the main activities that are directly related to the customers will contribute to have a new vision of the service that is offered, so that processes can improve and in this way obtain customer satisfaction. The obtained results show that the analyzed perspectives give a global overview of the quality of hotel services of second category, having deficiencies in reliability and responsiveness of customers, which can be improved by standardizing processes and management.

scholarly journals PENGARUH KUALITAS PELAYANAN SDM BANK SYARIAH TERHADAP KEPUASAN NASABAH: STUDI PADA BPRS BERKAH RAMADHAN

ETIKONOMI ◽  
2013 ◽  
Vol 12 (1) ◽  
Author(s):  
Hermanto Hermanto
Keyword(s):  
Customer Satisfaction ◽  
Human Resources ◽  
Sampling Method ◽  
Sampling Technique ◽  
Regression Method ◽  
Linear Regression Method ◽  
Islamic Banks ◽  
Multiple Linear Regression Method ◽  
Analysis Technique

The purpose of this study was to observe the effect of the quality of human resource services of Islamic banks on customer satisfaction. The analysis technique used in this study is the multiple linear regression method. Data collection in this study combines the questionnaires and interviews. The sampling technique used in this study is accidental sampling method. The results show that there is a quality of the human resources of Islamic banks have an influence on the level of customer satisfaction either partially or simultaneously. While partially, only guarantees only variable that has a significant effect. This shows that it is necessary to improve the quality of service in the SRB Blessings of Ramadan in improving customer satisfactionDOI: 10.15408/etk.v12i1.1907

scholarly journals Upaya Mengelola Kepuasan Nasabah Melalui Dimensi Kualitas Pelayanan (Studi Kasus Pada Nasabah Bank Tabungan Negara Cabang Pekanbaru)

2017 ◽  
Vol 3 (1) ◽  
pp. 31-35
Author(s):  
ZULIA KHAIRANI
Keyword(s):  
Information Technology ◽  
Quality Of Service ◽  
Customer Satisfaction ◽  
Sampling Technique ◽  
Quality Of Services ◽  
Level Of Satisfaction ◽  
Physical Form ◽  
Wide Range ◽  
Banking Business

Service quality is very important in the banking business. In addition to offering a wide range of products, improvements in terms of information technology, physical services, and non-physical services intended to improve the quality of service. To measure the level of satisfaction is necessary to know the extent to which the quality of services provided are able to create customer satisfaction. This study aims to analized how much influence the quality of service  to  customer satisfaction BTN  Bank  Branch  Pekanbaru. After  learning  literature review, an understanding of the influence of the physical form (tangibles), reliability (reliability), assurance (assurance), responsiveness (responsiveness), and awareness (empathy) with the variables that influence can be seen as a base strategy for development customer satisfaction.The sample in this study was 100 customers of Bank BTN Pekanbaru randomized using a sampling technique accidental sampling.Statistical analysis showed that the tangibles, reliability, responsiveness, and empathy partially and simultaneously positive and significant impact on customer satisfaction Bank BTN Pekanbaru.   Keywords: Customer Satisfaction, Tangible, Reliability, Responsiveness, Assurance, and Empathy

scholarly journals Persepsi terhadap Kualitas Layanan, Kepuasan dan Loyalitas Konsumen

2012 ◽  
Vol 1 (2) ◽  
Author(s):  
Syarifa Zahra
Keyword(s):  
Regression Analysis ◽  
Customer Satisfaction ◽  
Correlation Analysis ◽  
Significant Relationship ◽  
Partial Correlation ◽  
Regression Technique ◽  
Quality Of Services ◽  
Partial Correlation Analysis ◽  
The Relationship

Abstract. The present study attempted to find out the relationship between customers’ perception towards quality of services and customer satisfaction with their loyalty. To collect the data, researcher assigned about 100 customers of Prodia as the subjects of the research who undertook their laboratory check up at the Clinic of Prodia Malang. All data were analyzed by using regression technique and then partial correlation analysis. The results of regression analysis showed that there was a significant relationship between customers’ perception towards quality of services and customers’ satisfaction towards customers’ loyalty). Meanwhile, the result of partial correlation analysis indicated that there was a positive correlation between qualities of services and customers’ loyalty.  However, there was no correlation between customers’ satisfaction and loyalty of customers. The contribution given by customers’ perception towards quality of services and customer satisfaction with costumers’ loyalty is 59,8%.Keywords:  Perception on quality of services, Customers, Satisfaction, Loyalty.

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