scholarly journals PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN PADA LAYANAN POS EXPRESS PT. POS INDONESIA (PERSERO) KANTOR POS KEDIRI KOTA

2019 ◽  
Vol 1 (1) ◽  
Author(s):  
Putri Oktaviani ◽  
Sasi Utami ◽  
Budi Susanto
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Consumer Satisfaction ◽  
Regression Equation ◽  
Post Office

Customer satisfaction is an important factor to be influenced by several things, namely the quality of service. The aim to see the partial effect of the quality of its Service on Consumer Satisfaction, knowing the effect of the simultaneous Quality of Service on Customer Satisfaction at PT. Pos Indonesia (Persero) Kediri City Post Office on Jl. Mayjen Sungkono, No.32, Pocanan Kediri East Java. Determination of the sample using incidental techniques and sampling using the Roscoe formula. The results of the study obtained a regression equation Y = 0.122X1 + 0.188 X2 + 0.249 X3 + 0.138 X4 + 0.134X5. There is an influence between Responsiveness partially with the value of t = 2.034 there is the effect of Response Power simultaneously with the value F = 14.555. Based on the results of the above research, it can be concluded that the significant effect of responsiveness on customer satisfaction at PT. Pos Indonesia (Persero) Kediri City Post Office on Jl. Mayjen Sungkono, No.32, Pocanan Kediri East Java. Kepuasan pelanggan merupakan sesuatu faktor yang penting untuk dipengaruhi beberapa hal yaitu berkualitasnya pelayanan. Tujuan untuk melihat berpengaruh parsial berkualitas Pelayananannya terhadap Kepuasan Konsumen, mengetahuinya pengaruhnya simultan Berkualitasnya Pelayanan terhadap Kepuasan Konsumen di PT. Pos Indonesia (Persero) Kantor Pos Kediri Kota di Jl. Mayjen Sungkono, No.32, Pocanan Kediri Jawa Timur. Penetuan sample menggunakan teknik insidental serta penarikan sampel menggunakan rumus Roscoe. Hasil penelitian diperoleh persamaan regresi Y= 0,122X1 + 0,188 X2 + 0,249 X3 + 0,138 X4 + 0,134X5. Ada pengaruh antara Daya Tanggap secara parsial dengan nilai t = 2,034 ada pengaruh Daya Tanggap secara simultan dengan nilai F = 14,555. Berdasarkan hasil penelitian diatas dapat disimpulkan pengaruh yang signifikan  Daya Tanggap terhadap Kepuasan Konsumen pada PT. Pos Indonesia (Persero) Kantor Pos Kediri Kota di Jl. Mayjen Sungkono, No.32, Pocanan Kediri Jawa Timur.

scholarly journals PENGARUH KUALITAS WEBSITE TRAVELOKA TERHADAP KEPUASAN KONSUMEN DENGAN MENGGUNAKAN METODE WEBQUAL

2018 ◽  
Author(s):  
Imam Ardiansyah
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Multiple Regression ◽  
Consumer Satisfaction ◽  
Regression Equation ◽  
Multiple Regression Equation ◽  
Quality Information ◽  
Test Results ◽  
Regression Test

<p>ABSTRACT: This study aims to explain and determine the influence of Quality Traveloka Website to customer satisfaction either together or partially to know the variables that predominantly affect consumer satisfaction on the website Traveloka. Webqual is a tool or instrument developed by Stuart Barnes and Richard Vidgen used to assess the usefulness, information, and quality of service interactions on Internet sites, especially those offering e-commerce facilities. Sample used in this research is 96 respondents. Based on the F test shows the results obtained value of F value (48.224)&gt; F Table (2.70) then H0 rejected, and Ha accepted. So quality usability (X1), information (X2) and interaction (X3) simultaneously influence to variable of consumer satisfaction (Y). Then for the value of t value for usabiity (2.963)&gt; t value table 1.98609 significantly influence customer satisfaction in Traveloka, t value for information (2.146) &gt;value t table 1.98609 which means the quality information significantly influence affect customer satisfaction in Traveloka , t value for interaction (3.645)&gt; t value table 1.98609 means that quality interaction significantly influence customer satisfaction in Traveloka. Based on multiple regression test results obtained that the constant value y = (a) + b1x1 + b2x2 + b3x3, then obtained multiple regression equation is Y = 0.168 + 0.393 x1 + 0.355 x2 + 0.405 x3.</p><p>Keywords: Webqual, Consumer Satisfaction</p>

scholarly journals Pengaruh Kualitas Pelayanan Dan Harga Tambahan Layanan Terhadap Kepuasan konsumen Pengguna Jasa Kapal Penyebrangan Di PT Trisakti Lautan Mas Cabang Bakauheni, Lampung

2020 ◽  
Vol 10 (1) ◽  
pp. 15-36
Author(s):  
Gugup Tugi Prihatma
Keyword(s):  
Quality Of Service ◽  
Linear Regression ◽  
Customer Satisfaction ◽  
Multiple Linear Regression ◽  
Consumer Satisfaction ◽  
Regression Equation ◽  
Linear Regression Equation ◽  
Multiple Linear Regression Equation

Customer satisfaction will be formed if it can meet the expectations of the consumer base. Many factors that affect customer satisfaction including the quality of service and price. The problem in this research is (1) How does the quality of service to customer satisfaction, (2) How does the price of the additional services to customer satisfaction, (3) How does the quality of service and price of the additional services simultaneously on customer satisfaction.               The results obtained by multiple linear regression equation Y = 13,122 + 0.159 X1 + 0.145 X2. Quality of service is not positive and not significant to customer satisfaction with the grades were t = 1.459, the price of the additional services are not there is positive and no significant effect on customer satisfaction with the value t = 1.441, quality of service and price of the additional services together no significant effect on consumer satisfaction with the value of F = 3.012. Overall quality of service and price of the additional services affect customer satisfaction by 0.048 or 4.8%, while the remaining 95.2% is influenced by other factors not examined by the author.               Based on this research can be concluded that: 1) there are significant positive and significant correlation between quality of service to customer satisfaction 2) There is no influence of positive and significant correlation between the price of the additional services to customer satisfaction 3) there is positive and significant correlation between quality of service price additional services simultaneously on customer satisfaction.

KEPUASAN KONSUMEN DITINJAU DARI KUALITAS PELAYANAN, STORE ATMOSPHERE DAN PROMOSI DI RUMAH MAKAN PONDOK JOWI SOLO

2020 ◽  
Vol 4 (02) ◽  
Author(s):  
Shofia Zulfa Amalina ◽  
Sri Hartono ◽  
Ratna Damayanti
Keyword(s):  
Quality Of Service ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Sampling Technique ◽  
Likert Scale ◽  
The Relationship

The purpose of this study was to analyze the effect of whether or not the quality of service, store atmosphere and promotion of consumer satisfaction at Pondok Jowi Restaurant Solo. The population in this study were consumers of Pondok Jowi Solo Restaurant in January 2020 at May 2020 with a total of 14,030 people. The sampling techniquemismpurposive samplingm which is a sampling technique with certain considerations by taking 100 respondents. Data collection uses a Likert scale questionnaire to measure respondents' answers to identify the relationship between service quality, store atmosphere and promotion of customer satisfaction. The results show that service quality, store atmosphere and promotion have a simultaneous and significant effect on customer satisfaction, servicei quality has assignificant effect on customer satisfaction, store atmosphere has a significant effect on customer satisfaction, and promotion has significant effect on customer satisfaction. Keywords: Service quality, Store atmosphere, Promotion, Consumer satisfaction

scholarly journals PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN NASABAH SMS BANKING PADA BANK NAGARI CABANG PEMBANTU RSUP DR M DJAMIL PADANG

2019 ◽  
Author(s):  
David Suryanto ◽  
Nazaruddin Aziz
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Total Population

This study examines the effect of service quality on customer satisfaction SMS Banking Bank Nagari Capem Dr.M.Djamil Hospital Padang. Quality of service in this research consists of 5 dimensions of tangible, reliability, responsiveness, assurance, empathy. The total population of this study as many as 391 people while the determination of samples in the study using this slovin formula and obtained a sample of 198 people. The results showed that the tangible. reliability responsiveness, no effect on customer satisfaction SMS Banking. Assurance and Emphaty affect the satisfaction of SMS Banking customers.

scholarly journals ANALISIS PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN KONSUMEN PADA RUMAH MAKAN KOBER MIE SETAN DI SURABAYA

2016 ◽  
Vol 1 (1) ◽  
Author(s):  
Achmad Effendy ◽  
Annisa Putriyana
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Research Result ◽  
Multiple Linear Regression Model ◽  
Multiple Correlation Coefficient ◽  
Quality Dimensions ◽  
Service Quality Dimensions

The problems of this study are partial and simultaneous Is factors of service quality dimensions that include tangibles, reliability, responsiveness, assurance and empathy have a significant influence on consumer satisfaction at Kober Noodle Eating Satan in Surabaya? And which variables are the most dominant influence on consumer satisfaction at Kober Noodle Eating Satan in Surabaya? Based on the research results, obtained the following regression equation: Y = 4.170 + 0.249 + 0.008 X1 + 0.346 X2 + 0,115 X3 X5 + X4 + 0.123 EThe results showed that there was a significant effect of the variable quality of services that include tangibles, reliability, responsiveness, assurance, and empathy towards customer satisfaction, it is proved by the test value F where significant value of 0.000. The research result t test showed there are three variables were not significant and the other two significant. Of the acquisition value equation of multiple linear regression model all variables showed a positive coefficient that shows the influence of service quality to customer satisfaction. Keofisien of determination of 0.377, which means that 37.7% variable tangibles, reliability, responsiveness, assurance, and empathy affect customer satisfaction, while 62.3% is influenced by other variables not studied like promotions and product quality. Based on the results of the Multiple Correlation Coefficient unknown value R of 0.614, indicating that the proportion of the relationship between tangibles, reliability, responsiveness, assurance, and empathy to customer satisfaction is very strong and positive at 61.4% and the remaining 38.6% influenced by unobserved variables the results showed that the variable responsiveness is the dominant variable with a beta value of 0.344.Keywords: tangible, reliability, responsiveness, assurance, empathy, customer satisfaction.

scholarly journals Loyalitas Pasien Rawat Inap Melalui Layanan BPJS Kesehatan (Studi pada RSI Jemursari Surabaya)

2016 ◽  
Vol 1 (1) ◽  
pp. 1-10
Author(s):  
Putri Mahanani ◽  
Denis Fidita Karya
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Consumer Satisfaction ◽  
Least Square ◽  
Survey Method ◽  
The People ◽  
The Government

BPJS is one of the health services provided by the government to the people ofIndonesia. In the process of patient care by using BPJS there were some complaints fromconsumers related to the quality of service. Poor service quality will have an impact onconsumer dissatisfaction in the service, so that it is capable of influencing consumer loyalty.Loyalty can only be generated if consumers have experienced the satisfaction of a goodservice quality provided by the service provider. This study aims to determine the effectof service quality on customer loyalty. In this case the customer satisfaction are thingsthat need to be met first before consumers get to the stage of loyalty. Respondents of thisstudy are inpatients in RSI Jemursari Surabaya as many as 100 people who use the serviceBPJS third grade. This study used survey method and analyzed using path analysis withPartial Least Square (PLS). Results from this study is the quality of service has an influenceon loyalty with mediation of consumer satisfaction. Loyalty can occur if the satisfactionfelt by consumers. Thus, in this study, customer satisfaction a mediating variable for therelationship between the variables of service quality and customer loyalty.

scholarly journals PENGARUH KUALITAS PELAYANAN DAN HARGA TERHADAP LOYALITAS PELANGGAN DENGAN KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING PADA TOKO A&A COPIER PEMATANGSIANTAR

2019 ◽  
Vol 6 (2) ◽  
pp. 70-86
Author(s):  
Joster Togatorop ◽  
Darwin Lie ◽  
Marisi Butarbutar ◽  
Andy Wijaya
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Hypothesis Test ◽  
Test Results ◽  
Positive Correlation ◽  
Customer Complaints ◽  
The Gift

The results can be summarized as follows: 1. Quality of service, price, customer satisfaction and customer loyalty is good. 2. There is influence of service quality and price to customer satisfaction in prove ŶZ  = 5,885 + 0,523X1 + 0,661X2. The effect of customer satisfaction on customer loyalty is proved Ŷ = 6,197 + 0,663Z. 3. Quality of service and price have high and positive correlation with customer satisfaction in prove with value r = 0,858, and determination value equal to 26,4%. Customer satisfaction has high moderately and positive correlation with customer loyalty in the prove with the value of r = 0.763, and the value of determination of 41,7%. 4. Hypothesis test results stated H0 rejected means the quality of service and price have a positive and significant effect on customer loyalty with customer satisfaction as intervening variable.             The suggestions of this research are: 1. To improve the quality of service, A&A Copier Pematangsiantar shop employees should be able to handle customer complaints optimally, friendly to customers and able to communicate and serve customers well. 2. To optimize prices, to provide discounts to customers who have been copying more than one ream of paper and providing credit cards as a means of payment transactions. 3. For customer satisfaction, improve the results of photocopy so as not to blurred and bilge a more tidy. 4. To improve customer loyalty, pay attention to customer needs, help operate the computer, provide information about the products to be purchased by customers, and give the gift evenly.

scholarly journals Pengaruh Kualitas Pelayanan, Fasilitas Fisik, Dan Kepercayaan Terhadap Kepuasan Konsumen Pada Taman Surgawi Resort dan Spa Di Kabupaten Karangasem

2021 ◽  
Vol 5 (1) ◽  
pp. 376-387
Author(s):  
Ni Putu Putri Ayu Wijayanthi ◽  
I Gusti Putu Agung Widyagoca ◽  
I Komang Sumerta ◽  
Ni Putu Lia Utami
Keyword(s):  
Quality Of Service ◽  
Regression Analysis ◽  
Customer Satisfaction ◽  
Consumer Satisfaction ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Significance Test ◽  
Test Results ◽  
Analysis Determination

Quality of service, physical facilities and trust are things that affect customer satisfaction. This study aimed to find out how the quality of physical facilities services, and trust can have an influence on consumer satisfaction at Taman Langitwi Resort & Spa in Karangasem district. This study also aims to determine the quality of service, physical facilities, trust and customer satisfaction at Taman Langitwi Resort & Spa in Karangasem district. Data analysis using the classic assumption test, multiple linear regression analysis, analysis, determination analysis, partial significance test (t-test) and simultaneous significance test (F-test) results of the study showed that there was a positive and significant effect between service quality, physical facilities and simultaneous trust in customer satisfaction at Taman Langitwi Resort & Spa in Karangasem Regency.

scholarly journals PENGARUH KUALITAS LAYANAN, HARGA DAN ATMOSFER TOKO TERHADAP KEPUASAN PELANGGAN TOKO BUKU TOGAMAS GAJAH MADA SIDOARJO

2016 ◽  
Vol 1 (1) ◽  
Author(s):  
Matadji . ◽  
Muhammad Demas Nurdiansyah
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Regression Coefficient ◽  
Quality Of Services ◽  
Positive Coefficient ◽  
Positive Effect ◽  
Variable Quality ◽  
Sampling Approach

The problems of this study were (1) "What is the quality of service, price andatmosphere store partially positive effect on customer satisfaction in the bookstoreTogamas Gajah Mada Sidoarjo? (2) Is the quality of service, price and atmospheresimultaneously store positive effect on customer satisfaction in the bookstore TogamasGajah Mada Sidoarjo? (3) What is the most dominant variable between quality ofservice, price and atmosphere stores affect customer satisfaction bookstore TogamasGajah Mada Sidoarjo? and Goals to be achieved in this research is to demonstrate andanalyze how much the influence of the quality of service, price and atmosphere of theshop to customer satisfaction in the bookstore Togamas Gadjah Mada Sidoarjorespondents and the population in this study is that all customers who are in BookstoreTogamas Gadjah Mada Sidoarjo the sample in this study was 100 respondents using thetechniques of non probality sampling approach accidental sampling is a samplingtechnique based on the chance that anyone who by chance met with investigators can beused as a sample, when viewed people who happened to be found suitable as a datasource , Based on the research results, obtained the following regression equation: Y =2,977+ 0,118 X1 + 0.246 X2 + 0.206 X3 Of the acquisition value equation of multiplelinear regression model all variables showed a positive coefficient value that shows theinfluence of the quality of service, price and atmosphere of the shop to customersatisfaction. The results showed that there was a significant effect alongside the qualityof service, price and atmosphere shop to customer satisfaction and service quality hasnot significantly it is proved by the value of the t test of the quality of services wherebyindigo t statistic is greater than t table (1.712> 1.66071). Then from the significancelevel of 0.090 greater than 0.05 (0.05 <0.090), then Ho Ha rejected or accepted.Keofesien of determination of 0.390, which means that 39.0% variable quality ofservice, price and atmosphere stores affect customer satisfaction, while 61.0% isinfluenced by other variables not studied eg quality products, promotions and otheremotions of others. The results showed that the price is the dominant variable with thevalue of the regression coefficient 0.246 Keywords: Quality of service, price, atmosphere and customer satisfaction shop

scholarly journals Factors affecting customer behavior in telecommunication industry

2020 ◽  
Vol 9 (2) ◽  
pp. 133-138
Author(s):  
Mbarek Rahmoun
Keyword(s):  
Quality Of Service ◽  
Quality Improvement ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Telecommunications Industry ◽  
Sustainable Competitive Advantage ◽  
Improvement Project ◽  
Factors Affecting

Marketing and strategy research has given a lot of importance to the study of product and service quality improvement. This has been widely studied in the literature as an appropriate competitive strategy to ensure customer satisfaction in the marketplace and gain a sustainable competitive advantage. In this paper, first, we have opted for an extensive review of marketing literature, quality of service and consumer satisfaction. Next, we propose to determine the factors that may affect customer satisfaction in the telecommunications industry in Tunisia. Indeed, each organization chooses to succeed in its strategy of satisfying its customers and to prevent the risk of losing them. Our empirical results indicate that most customers are satisfied with the quality of service provided to them, and most customers believe that Tunisie Telecom's service quality is above their expectations. Quality of reception at the counters of Tunisie Telecom's agencies is the key element for the success of the quality improvement project and is the major factor that can strongly influence client satisfaction and behavior.

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