Pengaruh Kinerja Operasional Terhadap Kepuasan Pelanggan Pada PT. Prima Megah Irsa

2021 ◽  
Vol 1 (2) ◽  
pp. 57
Author(s):  
Paugeran Rilopari ◽  
Abdurrahman Faris Indriya Himawan
Keyword(s):  
Customer Satisfaction ◽  
Multiple Regression ◽  
Customer Service ◽  
Random Sampling ◽  
Sampling Method ◽  
Employee Performance ◽  
Multiple Regression Equation ◽  
Service Employees ◽  
Correlation Test ◽  
Performance Satisfaction

ABSTRAK Karyawan Perusahaan dapat berinteraksi dengan pelanggan , sehingga kinerja karyawan yang memberikan layanan adalah kunci kepuasan pelanggan. Gambar Perusahaan ditampilkan sebagai Layanan untuk Layanan Karyawan Pelanggan. Survei ini menggunakan survei kuantitatif yang berpengaruh untuk mengetahui pengaruh kinerja karyawan terhadap kepuasan pelanggan di PT.Prima Megah Irsa. Metode pengambilan sampel yang digunakan adalah random sampling. Sampel yang dikumpulkan dalam penelitian ini adalah pelanggan PT Prima Megah Irsa , diantaranya berada di Jalan Krikilan No 146 Ds. Krikilan RT. 013 RW. 005 kec. Driyorejo Kab. Gresik, sampel untuk survei ini adalah - 130 orang. Berdasarkan hasil analisis regresi berganda, uji korelasi kinerja-kepuasan karyawan menunjukkan R = 0,856. Juga pada uji korelasi antara kinerja karyawan dengan loyalitas pelanggan, R = 0,602. Maka didapat persamaan regresi berganda = Y = 4.408 + 2.713y + 1.064z. Model Koefisien Regresi ini berarti . Z) Meningkat 1.064. ABSTRACT Company employees can interact with customers, so the performance of employees who provide services is the key to customer satisfaction. Company Images are displayed as a Service for Customer Service Employees. This survey uses an influential quantitative survey to determine the effect of employee performance on customer satisfaction at PT.Prima Megah Irsa. The sampling method used is random sampling. The samples collected in this study were customers of PT Prima Megah Irsa, including those on Jalan Krikilan No 146 Ds. Krikilan  RT. 013 RW. 005 district. Driyorejo Kab. Gresik, the sample for this survey is - 130 people. Based on multiple regression analysis, the performance-satisfaction correlation test showed R = 0.856. Also on the correlation test between employee performance and customer loyalty, R = 0.602. Then the multiple regression equation is obtained = Y = 4.408 + 2.713y + 1.064z. This Regression Coefficient Model means . Z) Increase by 1,064.

Studi Kualitas Pelayanan Nasabah Pada Bank Mandiri Area Semarang Pahlawan

2021 ◽  
Vol 20 (1) ◽  
pp. 53-72
Author(s):  
Inggrid Benedicta Sutanto ◽  
I Made Sukresna
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Service ◽  
Sampling Method ◽  
Primary Data ◽  
Analysis Tool ◽  
Purposive Sampling ◽  
Qualitative Descriptive ◽  
Descriptive Approach

The objectives of this study are: (1). Assessing customer service quality in the aspects of tangibles, reliability, responsiveness, assurance, and empathy; (2). Assessing ways to increase customer satisfaction in order to achieve or exceed service targets. The type of data used is primary data which comes from 2 (two) groups of informants, namely customers and employees, with a purposive sampling method. The analysis tool uses a pure qualitative descriptive approach. The results of the study prove that: Customer satisfaction with the services provided by Bank Mandiri Semarang Pahlawan area regarding the dimensions of tangibles, reliability, responsiveness, assurance, and empathy is at the level of confirmation or satisfaction. Furthermore, how to increase customer satisfaction in order to achieve or exceed service targets by providing more attractive facilities, the number of front liner officers and queuing seats added, strategies to stay on time and fulfill obligations as marketing, increase cooperation with all departments.

scholarly journals FACTORS THAT AFFECT THE PERFORMANCE OF EMPLOYEE AT PT. AGUNG AUTOMALL CABANG SUTOMO PEKANBARU

2020 ◽  
Vol 11 (1) ◽  
pp. 29-41
Author(s):  
Nova Syafrina ◽  
Sudarmin Manik
Keyword(s):  
Data Analysis ◽  
Multiple Regression ◽  
Random Sampling ◽  
Employee Performance ◽  
T Test ◽  
Reliability Test ◽  
Sampling Techniques ◽  
F Test ◽  
Independent Variables ◽  
The Relationship

The purpose of this study to determine factors that affect the performance of employee at PT. Agung Automall Cabang Sutomo Pekanbaru. Samples in this study were mostly employees at PT. Agung Automall Cabang Sutomo Pekanbaru which amounted to 61 people. Sampling selected randomly using random sampling techniques (Sugiyono, 2010:93). While the variables studied in this research is the ability and motivation. Data analysis using multiple regression linear, using validity, reliability test, the classic assumption test, F test, t test R2. The tests are conducted to determine the relationship between the independent variables (independent variables) and dependent variable (dependent variable). Based on the results of research on the ability and motivation variables on performance can be seen from Table F value obtained for F (0,05) (58) = 4,01, while F count on the F test is obtained from the data processed by 55,820, meaning F count = 55,820 > 4,01 means there is he ability and motivation variables on performance at PT. Agung Automall Cabang Sutomo Pekanbaru. From the results of the t test that most affect employee performance at PT. Agung Automall Cabang Sutomo Pekanbaru is ability with t value 8,062 > 2,00172 meaning the partial motivation positive and significant impact on employee performance, while the results of the regression equation linear is Y = 14,456 + 0,894X1 - 0,041X2.Therefore means that any changes in the ability amd motivation of both positive and negative will be amended also on the performance of employees at PT. Agung Automall Cabang Sutomo Pekanbaru

scholarly journals IMPACT OF SERVICE QUALITY ON RESIDENTIAL SATISFACTION : A STUDY WITH SPECIAL ATTENTION TO CHENNAI

2021 ◽  
Vol 9 (9) ◽  
pp. 370-378
Author(s):  
K. Chezhiyan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Random Sampling ◽  
Sampling Method ◽  
Word Of Mouth ◽  
Simple Random Sampling ◽  
Residential Satisfaction ◽  
Multiple Linear Regressions ◽  
Linear Regressions

 The purpose of this paper is to reveal the residential satisfaction of apartment residents.  And it was measured through an antecedent (service quality) and a consequence (word of mouth) of residential satisfaction. Simple random sampling method was employed on 200 residents and multiple linear regressions were carried out. The result shows that 85% of the variance in overall customer satisfaction is accounted for by service quality. From the above findings it is clear that service quality positively influences customer satisfaction.

scholarly journals Pengaruh Motivasi Kerja dan Budaya Organisasi terhadap Kinerja Karyawan Pada PT. Citra Harapan Anugrah

2020 ◽  
Vol 2 (4) ◽  
pp. 969
Author(s):  
Johansen Dayani ◽  
Carol Daniel Kadang
Keyword(s):  
Organizational Culture ◽  
Data Analysis ◽  
Random Sampling ◽  
Sampling Method ◽  
Work Motivation ◽  
Employee Performance ◽  
Simple Random Sampling ◽  
Probability Sampling ◽  
Pls Analysis

This study aims to analyze the effect of work motivation and organizational culture on employee performance at PT Citra Harapan Anugrah in Jakarta. This research was conducted with a probability sampling method with a simple random sampling type. Researchers distributed questionnaires to 52 employees of PT Citra Harapan Anugrah. Data analysis using Smart PLS analysis. The results of the analysis concluded that work motivation and organizational culture significantly influence the performance of employees of PT Citra Harapan Anugrah. Penelitian ini bertujuan untuk menganalisis pengaruh motivasi kerja dan budaya organisasi terhadap kinerja karyawan pada PT Citra Harapan Anugrah di Jakarta. Penelitian ini dilakukan dengan metode probability sampling dengan jenis simple random sampling. Peneliti menyebarkan kuesioner kepada 52 karyawan PT Citra Harapan Anugrah. Analisis data menggunakan analisis Smart PLS. Hasil analisis menyimpulkan bahwa motivasi kerja dan budaya organisasi berpengaruh signifikan terhadap kinerja karyawan PT Citra Harapan Anugrah.

scholarly journals Faktor-Faktor yang Mempengaruhi Kinerja Karyawan pada PT. Jocelyn Anugrah Jaya

2020 ◽  
Vol 2 (3) ◽  
pp. 643
Author(s):  
Septiana Septiana ◽  
Oey Hannes Widjaja
Keyword(s):  
Regression Analysis ◽  
Work Environment ◽  
Work Stress ◽  
Random Sampling ◽  
Sampling Method ◽  
Employee Performance ◽  
Simple Random Sampling ◽  
Probability Sampling ◽  
Negative Effect ◽  
Positive Effect

This study aims to analyze the effect of work stress, workload and work environment on employee performance at PT. Jocelyn Anugrah Jaya. This research was conducted with a probability sampling method with a simple random sampling type. Researchers distributed questionnaires to 100 employees of PT Jocelyn Anugrah Jaya. Data analysis using multiple regression analysis with the help of SPSS ver. 25. The results of the analysis concluded that work stress has a significant negative effect on employee performance while the workload and work environment have a positive effect on the performance of employees of PT. Jocelyn Anugrah JayaPenelitian ini bertujuan untuk menganalisis pengaruh stres kerja, beban kerja dan lingkungan kerja terhadap kinerja karyawan pada PT. Jocelyn Anugrah Jaya. Penelitian ini dilakukan dengan metode probability sampling dengan jenis simple random sampling. Peneliti menyebarkan kuesioner kepada 100 karyawan PT Jocelyn Anugrah Jaya. Analisis data menggunakan analisis regresi ganda dengan bantu SPSS ver. 25. Hasil analisis menyimpulkan bahwa stres kerja berpengaruh negatif signifikan terhadap kinerja karyawan sedangkan beban kerja dan lingkungan kerja berpengaruh positif terhadap kinerja karyawan PT. Jocelyn Anugrah Jaya

scholarly journals Kaizen Cultural Analysis (Seiri, Seiton, Seiso, Seiketsu, Shitsuke) Against Employee Performance at PT. Smelting

2021 ◽  
Vol 9 ◽  
Author(s):  
Amin Maaruf
Keyword(s):  
Linear Regression ◽  
Multiple Linear Regression ◽  
Random Sampling ◽  
Sampling Method ◽  
Employee Performance ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Cultural Analysis ◽  
Probability Sampling ◽  
Positive Effect

This study aims to analyze the extent of the influence of kaizen culture on the performance of employees of PT. Smelting. The population in this study were employees of PT Smelting. The sampling method uses probability sampling, namely by simple random sampling technique. Samples taken were 60 respondents. While the analysis used is Multiple Linear Regression. Based on the results of the research and discussion of the results of the study, it has been concluded and it can be concluded that the kaizen culture has a positive effect  on  the  performance  of  employees  of  PT.  Smelting  either  partially  or simultaneously with the most dominant variable is seiketsu.

scholarly journals The Importance of Providing Incentives and Motivation in Improving Employee Performance

2019 ◽  
Vol 1 (1) ◽  
pp. 91-97
Author(s):  
Sihabudin
Keyword(s):  
Data Analysis ◽  
Random Sampling ◽  
Sampling Method ◽  
Employee Performance ◽  
Total Sample ◽  
Range Analysis ◽  
Testing Hypotheses ◽  
Analysis Techniques ◽  
Verification Methods ◽  
Scale Range

This study aims to examine the effect of incentives and motivation on employee performance at PT. Hurip Utama Cikampek. This research was conducted using descriptive and verification methods, namely collecting, presenting, analyzing, and testing hypotheses, and making conclusions. Samples were collected using the Incidental Random Sampling method with a total sample of 128 respondents from a population of 281 people. Data analysis techniques used are scale range analysis techniques and SPSS version 22 path analysis. The results of this study prove that there is an influence between incentives and motivation on employee performance at PT. Hurip Utama Cikampek both partially and simultaneously.

scholarly journals ANALISIS PENGARUH PELAYANAN PUSKESMAS DAN KINERJA PEGAWAI TERHADAP KEPUASAN PELANGGAN DI PUSKESMAS DINOYO KOTA MALANG JAWA TIMUR

2020 ◽  
Vol 3 (2) ◽  
pp. 120
Author(s):  
Rully Suwartiningsih
Keyword(s):  
Quality Of Service ◽  
Health Service ◽  
Customer Satisfaction ◽  
Community Health ◽  
Health Center ◽  
Employee Performance ◽  
Community Health Center ◽  
Community Health Service ◽  
Performance Satisfaction

AbstrakMasalah pelayanan sebenarnya bukanlah hal yang sulit atau rumit, tetapi apabila hal ini kurang diatasi maka dapat menimbulkan masalah serta peningkatan kinerja pegawai yang bagus merupakan kunci sukses untuk membangun keberhasilan Puskesmas dalam melayani pasien. Untuk meningkatkan kualitas pelayanan dan kinerja pegawai, Puskesmas Dinoyo Kota Malang akan mampu mendapatkan profitabilitas yang diperoleh dari kepuasan pasien oleh sebab diharapkan mampu meningkatkan kualitasnya puskesmas. Tujuan dari penelitian ini adalah: untuk menganalisis pengaruh pelayanan Puskesmas dan kinerja pegawai terhadap kepuasan pelanggan di Puskesmas Dinoyo Kota Malang Jawa Timur. Sampel yang digunakan dalam penelitian ini adalah pasien atau pelanggan dari Puskesmas Dinoyo selama satu minggu pada bulan Nopember tahun 2017. Hasil penelitian menunjukkan bahwa pengaruh pengaruh Puskesmas dan kinerja pegawai terhadap kepuasan pelanggan di Puskesmas Dinoyo Kota Malang  Jawa Timur  negatif dan tidak signifikan. Dalam penelitian ini juga mengindikasikan bahwa secara simultan pelayanan Puskesmas dan kinerja pegawai memiliki pengaruh terhadap kepuasan pelanggan Puskesmas.Kata kunci : pelayanan puskesmas, kinerja pegawai, kepuasan pelanggan Abstract            The problem of service is not difficult and complicated, but if this matter is not be overcame so it can make some problems and a good employee performance is a key of success  to build the success of Community Health Center on servicing the patient. To develop the quality of service and employee performance, Community Health Center Dinoyo Malang City will be able to get the profitability that obtained from the satisfaction customer, so for that reason it expected to develop the quality of Community Health Center.The objectives of this research is: to analyze the effect of the service of Community Health Center and the Employee Performance to Customer Satisfaction in Community Health Center Dinoyo Malang City East Java. Using of sample from this study is the patient of Community Health Center Dinoyo for a week on November at 2017. The result of this research shows that the service of Community Health Service and Employee Performance to Customer Satisfaction in Community Health Center in Dinoyo Malang City East Java is negative and not significant. In this research also indicates that the service of Community Health Center and Employee Performance have the effect to the satisfaction customer of Community Health Center simultaneously.Keyword : service of community health center, employee performance, satisfaction performance

scholarly journals The Effect of Leadership Style, Competence and Motivation on Employee Performance Dinas Pengelolaan Bangunan and Tanah Kota Surabaya

2021 ◽  
Vol 20 (3) ◽  
pp. 104-112
Author(s):  
Hany Rifky Eryanto ◽  
Elok Damayanti
Keyword(s):  
Regression Analysis ◽  
Leadership Style ◽  
Random Sampling ◽  
Sampling Method ◽  
Employee Performance ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Significance Test ◽  
Statistical Test ◽  
Research Show

This study aims to analyze the influence of leadership style (X1), competence (X2) and motivation (X3) on employee performance (Y) at Dinas Pengelolaan Bangunan dan Tanah Kota. The sample was obtained by random sampling method with 100 respondents from 132 employees. The data analysis used in this research includes data quality test, classical assumption test, multiple linear regression analysis, and hypothesis testing. The results of the partial significance test (t statistical test) from the analysis and discussion of the research show that leadership style, competence and motivation partially have a significant effect on employee performance and the simultaneous significance test (f test) of the analysis and discussion of the study shows that leadership style, competence and motivation together have a significant effect on employee performance at Dinas Pengelolaan Bangunan dan Tanah Kota Surabaya.

scholarly journals Kepuasan Nasabah PT. Bank Rakyat Indonesia Unit Tapan Cabang Painan Dilihat dari Kualitas Layanan Customer Service

JURNAL PUNDI ◽  
2020 ◽  
Vol 3 (2) ◽  
pp. 111
Author(s):  
Doni Marlius ◽  
Izet Putriani
Keyword(s):  
Regression Analysis ◽  
Linear Regression ◽  
Customer Satisfaction ◽  
Multiple Linear Regression ◽  
Customer Service ◽  
Quantitative Research ◽  
Sampling Method ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Physical Evidence

This research was conducted on customers at PT. BRI Painan Branch Tapan Unit. The purpose of this study was to examine the effect of physical evidence, reliability, response, assurance and empathy on customer satisfaction. This type of research is quantitative research. The object of this research is PT. BRI Painan Branch Tapan Unit. The sampling method used is incidental sampling and the data is processed by multiple linear regression analysis, test the validity, reliability and hypothesis testing with the t test and test f. The results of the physical evidence research t count> t table so that the physical evidence has an effect on customer satisfaction, the results of reliability research t count> t table so that reliability has an effect on customer satisfaction, the results of the research t count> t table so that the responses affect the customer satisfaction, the results of the research guarantee t count> t table so that shows that collateral affects customer satisfaction, the results of empirical research t count > t table so that it shows empathy affects customer satisfaction and the results of physical evidence, reliability, responsiveness, assurance, and empathy. f count > f table so that it shows physical evidence, reliability, responsiveness, assurance, and empathy that have a significant effect on customer satisfaction.

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