scholarly journals The Effect of Service Quality and Product Quality (Rooms and Food) on Consumer Satisfaction of Harris Sentul Hotel Bogor

2019 ◽  
Vol 3 (1) ◽  
pp. 71
Author(s):  
Hamdany Hamdany ◽  
Adhi Trirachmadi Mumin ◽  
Diena Mutiara Lemmy
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Consumer Satisfaction ◽  
Linear Regression Analysis ◽  
Independent Variables ◽  
Study Results ◽  
Quality Of Food ◽  
Two Independent Variables

Research on the influence of two independent variables namely service quality and product quality (of room and food) conducted at Harris Hotel Sentul Bogor aims to examine the level of its influence either partially or simultaneously on customer’s satisfaction as the dependent variable. The dimensions of service quality that are examined in terms of its influence on consumer satisfaction include elements of reliability, assurance, tangible, empathy and responsiveness. Some of the product quality indicators for the rooms quality examined to have its influence on customer satisfaction include elements of design, features, quality of performance and the perceive of quality while indicators for the quality of food products which considered to have effect on consumer satisfaction includes the element of taste of food, aroma of food and the presentation of food. The number of respondents who took part in the research was 300 of respondents who were the consumers invited to share their experience on the questioner during their stay at Harris Sentul Hotel. Data analysis techniques used in this study are linear regression analysis. The study results have answered the 3 hypotheses and show that service quality has a positive and significant influence on customer satisfaction partially likewise, the study results has showed that the quality of room and food have a strong influence on the level of customer satisfaction who stayed at Harris Sentul as well as study has showed that simultaneously the 2 (two) independent variables had a positive and significant effect.

scholarly journals Analisis Pengaruh Kualitas Produk, Citra Perusahaan dan Kepercayaan Konsumen Terhadap Kepuasan Konsumen Produk Online

POINT ◽  
2021 ◽  
Vol 3 (2) ◽  
pp. 57-70
Author(s):  
Marina Malian
Keyword(s):  
Customer Satisfaction ◽  
Product Quality ◽  
Consumer Satisfaction ◽  
Quantitative Research ◽  
Brand Image ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Consumer Trust ◽  
Independent Variables ◽  
On Line

This study aims to analyze partially and simultaneously the influence of product quality, brand image and consumer trust on customer satisfaction. Including quantitative research using the results of questionnaire surveys filled by respondents. The sample used is 100 consumers of on line products in Palembang. The method of data analysis uses multiple linear regression analysis. To test the hypothesis the partial effect of independent variables on the dependent variable used the t test. The F test is used to test the effect of the independent variables on the dependent variable together. The results of processing data show there is an influence of product quality on customer satisfaction. Consumer trust affects consumer satisfaction and brand image does not affect consumer satisfaction. Taken together there is the effect of independent variables on the dependent variable. Consumer trust has the most dominant influence on customer satisfaction on line products in Palembang.

scholarly journals PENGARUH KUALITAS PELAYANAN BANQUET TERHADAP KEPUASAN KONSUMEN PADA LABERSA GRAND HOTEL & CONVENTION CENTER SIAK HULU KAMPAR

2019 ◽  
Vol 8 (1) ◽  
pp. 176-188
Author(s):  
Nova Syafrina ◽  
Syaiful Akbar
Keyword(s):  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Secondary Data ◽  
Simple Linear Regression ◽  
Independent Variables ◽  
Convention Center ◽  
Grand Hotel

Abstrak           Penelitian ini dilakukan di Labersa Grand Hotel & Convention Center, Siak Hulu, Kampar. Tujuan penelitian ini adalah untuk mengetahui apakah ada pengaruh yang signifikan antara kualitas pelayanan terhadap kepuasan konsumen pada Labersa Grand Hotel & Convention Center, Siak Hulu, Kampar. Populasi yang ada dalam penelitian ini sebanyak 1.317 orang. Dalam penelitian ini pengambilan sampel menggunakan asidental sampling, yaitu sebesar 93orang. Data yang digunakan adalah data primer dan sekunder dengan analisis menggunakan regresi linier sederhana. Hasil penelitian menunjukan bahwa hasil regresi linier adalah Y=16,974+ 0,642X yaitu memiliki arah hubungan yang positif, dan dan variabel kualitas pelayanan berpengaruh signifikan terhadap kepuasan konsumen hal tersebut dapat dilihat nilai nilai t_hitung (7,722) > dari t_tabel (1,98638). sedangkan besarnya pengaruh kualitas pelayanan terhadap kepuasan konsumen adalah sebesar 39,6 persen sedangkan sisanya sebesar 60,4 persen menggambarkan variabel bebas lainnya yang tidak  diamati dalam penelitian ini.     Kata Kunci : Kualitas Pelayanan Dan Kepuasan Konsumen.            This research was conducted at Labersa Grand Hotel & Convention Center, Siak Hulu, Kampar. The purpose of this study was to determine whether there was a significant effect between the quality of service on customer satisfaction at Labersa Grand Hotel & Convention Center, Siak Hulu, Kampar. The population in this study was 1,317 people. In this study the sampling uses incidental sampling, which is equal to 93 people. The data used are primary and secondary data with analysis using simple linear regression. The results showed that the linear regression results were Y = 16,974 + 0,642X which has a positive relationship direction, and the service quality variable has a significant effect on customer satisfaction. It can be seen the value of t-count (7,722)> from t-table (1,98638). while the magnitude of the effect of service quality on consumer satisfaction is 39.6 percent while the remaining 60.4 percent describes other independent variables not observed in this study..  Keywords: Service Quality and Consumer Satisfaction

scholarly journals PENGARUH KUALITAS PRODUK, PERSEPSI HARGA, PROMOSI, LOKASI, KUALITAS PELAYANAN TERHADAP LOYALITAS KONSUMEN MELALUI KEPUASAN KONSUMEN DI RUMAH MAKAN BEBEK KALEO TEBET JAKARTA SELATAN DIMASA PANDEMI COVID-19

2021 ◽  
Vol 17 (2) ◽  
Author(s):  
Aris Budiono
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Consumer Satisfaction ◽  
Consumer Loyalty ◽  
Price Perception ◽  
Location Service ◽  
Analysis Techniques ◽  
Independent Variables ◽  
Simultaneous Influence

ABSTRACT This study analyzes the effect of product quality, price perception, promotion, location, service quality on consumer loyalty through customer satisfaction at Bebek Kaleo Restaurant, Tebet, South Jakarta during the Covid-19 pandemic.Data collection through surveys with 105 respondents incidentally in October 2020. Data analysis techniques through Path Analysis, The Simultaneous Influence of Product Quality, Price, Promotion, Location, and Service Quality on Customer Satisfaction as well as Consumer Loyalty, Product quality, price perception, promotion have no effect on consumer satisfaction, location, service quality has a significant effect on customer satisfaction. Product Quality, Location Service Quality has no effect on Consumer Loyalty, Promotion and Satisfaction has a significant effect on Consumer Loyalty, all independent variables can directly influence the consumer loyalty variable without intervening customer satisfaction.Keywords : Product Quality, Price Perception, Promotion, Location, Service Quality, Customer Satisfaction, Consumer Loyalty

scholarly journals ANALISIS KEPUASAN NASABAH BANK BRI KANTOR CABANG SIDOARJO

2021 ◽  
Vol 24 (1) ◽  
pp. 16-20
Author(s):  
Renny Yunita Sari ◽  
Bambang Budiarto ◽  
Sugeng Hariadi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Quantitative Research ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Survey Method ◽  
Analysis Method ◽  
Branch Office

This study discusses the influence of service quality and product quality on customer satisfaction at the Bank BRI branch office in Sidoarjo. The data used in this study were obtained from the results of a questionnaire that had been distributed to customers of the BRI branch office in Sidoarjo. This quantitative research was conducted with a survey method with purposive samplin technique. The variables used in this study are independent variables that include service quality and product quality, and customer satisfaction as the dependent variable. The data analysis method used in this study is multiple linear regression analysis. The results showed that the quality of service and product quality can affected customer loyalty at the bank branch office in Sidoarjo.

scholarly journals ANALISIS TINGKAT KEPUASAN KONSUMEN TERHADAP KUALITAS PRODUK DAN KUALITAS PELAYANAN DI RESTORAN CEPAT SAJI McDONALD’S CABANG ROBINSON, DENPASAR

2018 ◽  
Vol 6 (2) ◽  
pp. 125
Author(s):  
Gede Paramananda Jentrasaswin ◽  
A.A.P. Agung Suryawan Wiranatha ◽  
I Ketut Satriawan
Keyword(s):  
Performance Analysis ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Consumer Satisfaction ◽  
Analysis Method ◽  
Consumer Interest ◽  
A Company

Product quality and services have been the most concern of the trade and service. One of the efforts that can be used to improve and maintain the competitiveness of a company is to increase consumer satisfaction. The objectives of this study were 1) to determine the level of consumer interest in the products and services provided by McDonald’s, 2) to analyze the performance of McDonalds company in giving satisfaction to consumer, and 3) to analyze the level of customer satisfaction on products and services. Data collection in this study was done by distributing 255 questionnaires to consumers. Importance Performance Analysis method was used to analyse the effect of quality of the product & service on consumer satisfaction. The results show that consumers were satisfied on the product quality and service provided. The level of consumer satisfaction was 84,64% (satisfied) for the product quality and 83,06% (satisfied) for the service quality. Keywords: Costumer satisfaction, importance performance analysis, McDonald’s

scholarly journals PENGARUH KUALITAS PELAYANAN DAN KERAGAMAN PRODUK TERHADAP KEPUASAN KONSUMEN PADA TOKO KING DI MALANG

2018 ◽  
Vol 2 (1) ◽  
Author(s):  
Syamswana Yuwana ◽  
Hendro Yuwono
Keyword(s):  
Data Analysis ◽  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Consumer Satisfaction ◽  
Linear Regression Equation ◽  
Product Diversity ◽  
Independent Variables

ABSTRAKConsumer satisfaction can be realized well if the company is able to provide quality service and product diversity that consumers expect. The higher the quality of service received then the consumer will be satisfied, so that the consumer will be a permanent consumer in the company. Similarly, the King Shop as a provider of photocopying and stationery products located in Malang are also trying to improve the quality of service and product diversity in accordance with consumer expectations. So the purpose in doing research is to determine the effect of service quality and product diversity to customer satisfaction either simultaneously or partially, to know which influence is most dominant between service quality and product quality to customer satisfaction. The study was conducted at the Poor King Shop. The sample used in this study amounted to 60 respondents. The method used in this sampling is to use probability sampling. Data testing techniques used in this research include the validity test, reliability test with Alpha Cronbach. The method of data analysis used is multiple linear regression analysis to test and prove research hypothesis using computer application program SPSS Version 21. Based on the results of data analysis, the multiple linear regression equation obtained is as follows: Y = 7.446 + 0.207X.1 + 0.482X.2. From multiple linear regression equation can be known variables of service quality and product diversity have an effect on signifikan to consumer satisfaction at king store in malang. Result of t test, have positive and significant effect to consumer satisfaction because t count bigger than t table. Results simultaneously with the F test shows that all independent variables significantly influence customer satisfaction because f count is greater than f table. Therefore H0 is rejected and Ha accepted. The value of multiple determinant coefficient (R Square) of 0.432 indicates that 56.8% of customer satisfaction variables can be explained by independent variables of service quality and product diversity, while the rest of 43.2% is explained by other variables. Keywords: service quality, product diversity, customer satisfaction

scholarly journals Pengaruh Store Atmosphere, Kualitas Produk, dan Kualitas Layanan terhadap Kepuasan Konsumen di Seniman Coffee Studio

2019 ◽  
pp. 1
Author(s):  
NI WAYAN GIANA KUSUMAWATHI ◽  
DWI PUTRA DARMAWAN ◽  
I G.A OKA SURYAWARDANI
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Direct Effect ◽  
Consumer Satisfaction ◽  
Structural Equation ◽  
Rapid Development ◽  
Descriptive Analysis ◽  
Equation Modeling

Effect of Store Atmosphere, Product Quality, and Service Quality on Consumer Satisfaction at the Seniman Coffee Studio The rapid development of coffee shops in the Ubud sub-district is certainly the main competitors of the Seniman Coffee Studio to attract consumers. This research was conducted to determine the characteristics of consumers of Seniman Coffee Studio and the effect of store atmosphere, product quality, and service quality on consumer satisfaction at Seniman Coffee Studio. This study uses descriptive analysis and analysis of Structural Equation Modeling (SEM) through the Partial Least Squares (PLS) approach. The method of obtaining data in this study was through distributing questionnaires at Seniman Coffee Studio. The results of this study indicate that store atmosphere has a direct effect of 23.8% on customer satisfaction, product quality has a direct effect of 41% on customer satisfaction, and for service quality it also has a direct effect of 41.7% on consumer satisfaction at the Seniman Coffee Studio. Store atmosphere, both exterior and interior, at Seniman Coffee Studio needs to be improved, seeing its effect is smaller than the quality of the product and the quality service on customer satisfaction.

scholarly journals THE EFFECT OF PRODUCT QUALITY AND SERVICE QUALITY ON CONSUMER SATISFACTION AT ROYA CAFÉ MANTINGAN

2021 ◽  
Vol 9 (1) ◽  
pp. 69
Author(s):  
Hamidah Tussifah ◽  
Nadila Putri Navitsha
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Consumer Satisfaction ◽  
Quantitative Research ◽  
Sampling Technique ◽  
Analysis Techniques ◽  
Linear Regressions

<p><em>Quality assurance becomes the main priority for the company. The quality of the product is closely related to the ability of the product to carry out its functions, with the good quality of the product will make the consumers satisfied and trust. Customer satisfaction is something that needs to be considered by the company. Another factor that can affect customer satisfaction is the quality of service as an effort to fulfill the needs and desires of consumers and the provision of delivery in keeping up with consumer expectations.  This study aims to determine the influence of product quality and service quality partially and simultaneously on customer satisfaction at Roya Café. The research method uses a type of quantitative research. Data collection techniques are carried out by observation. The research instrument uses questionnaires distributed to Roya Café consumers. The sample was taken by 226 respondents, using Non-Probability Sampling technique with Incidental Sampling approach. The analysis techniques in this study used multiple linear regressions. The results showed that partially the quality of the product had a positive and significant effect on customer satisfaction and the quality of service partially influenced positively and significantly to customer satisfaction at Roya Café. </em><em></em></p><p><strong><em><br /></em></strong><strong><em></em></strong></p>

scholarly journals Service Quality, Product Quality, and Perception of Price for Consumer Satisfaction at Aqiqah Business

2021 ◽  
Vol 4 (2) ◽  
pp. 142-153
Author(s):  
Nabilah Zhafirah ◽  
Rahayu Relawati ◽  
Bambang Yudi Ariadi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Consumer Satisfaction ◽  
Strong Relationship ◽  
Primary Data ◽  
Quality Product ◽  
Perceived Price ◽  
The Relationship

Consumer Satisfaction is an assessment of the features of a product or service that provides a level of pleasure to customers related to meeting customer consumption needs. Aqiqah Nurul Hayat has been serving aqiqah services since 2003 and already has more than 30 branches spread throughout Indonesia. The purpose of this study was to determine the relationship between price perception, service quality, and product quality to consumer satisfaction with aqiqah Nurul Hayat Malang Branch. The research location is at the office of Nurul Hayat Malang branch on Jl. S. Supriadi No. 7 Sukun. Sampling used the accidental sampling method, the respondents obtained were 73 people. The analytical method used in this study is Spearman's Correlation. The data used are primary data. The results obtained indicate that the perception of price, service quality, and product quality have a relationship with customer satisfaction Aqiqah Nurul Hayat Malang branch. The results of the analysis show that perceived price, service quality, and product quality have a strong relationship with customer satisfaction at the Aqiqah Nurul Hayat Malang branch. The recommendation given is to maintain customer satisfaction by continuing to maintain the quality of both services and products.  

scholarly journals PENGARUH KUALITAS PELAYANAN DAN KERAGAMAN PRODUK TERHADAP KEPUASAN KONSUMEN PADA TOKO KING DI MALANG

2018 ◽  
Vol 2 (2) ◽  
Author(s):  
Syamswana Yuwana
Keyword(s):  
Data Analysis ◽  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Consumer Satisfaction ◽  
Linear Regression Equation ◽  
Product Diversity ◽  
Independent Variables

ABSTRAKConsumer satisfaction can be realized well if the company is able to provide quality service and product diversity that consumers expect. The higher the quality of service received then the consumer will be satisfied, so that the consumer will be a permanent consumer in the company. Similarly, the King Shop as a provider of photocopying and stationery products located in Malang are also trying to improve the quality of service and product diversity in accordance with consumer expectations. So the purpose in doing research is to determine the effect of service quality and product diversity to customer satisfaction either simultaneously or partially, to know which influence is most dominant between service quality and product quality to customer satisfaction. The study was conducted at the Poor King Shop. The sample used in this study amounted to 60 respondents. The method used in this sampling is to use probability sampling. Data testing techniques used in this research include the validity test, reliability test with Alpha Cronbach. The method of data analysis used is multiple linear regression analysis to test and prove research hypothesis using computer application program SPSS Version 21. Based on the results of data analysis, the multiple linear regression equation obtained is as follows: Y = 7.446 + 0.207X.1 + 0.482X.2. From multiple linear regression equation can be known variables of service quality and product diversity have an effect on signifikan to consumer satisfaction at king store in malang. Result of t test, have positive and significant effect to consumer satisfaction because t count bigger than t table. Results simultaneously with the F test shows that all independent variables significantly influence customer satisfaction because f count is greater than f table. Therefore H0 is rejected and Ha accepted. The value of multiple determinant coefficient (R Square) of 0.432 indicates that 56.8% of customer satisfaction variables can be explained by independent variables of service quality and product diversity, while the rest of 43.2% is explained by other variables. 

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