PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PLN RAYON KEDIRI KOTA (STUDI KASUS PEMBAYARAN REKENING LISTRIK DI PLN RAYON KEDIRI KOTA)

2019 ◽  
Vol 1 (2) ◽  
pp. 96
Author(s):  
Septiyan Budi Santoso ◽  
Heribertus Budi Santoso ◽  
Ana Komari
Keyword(s):  
Quality Of Service ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Primary Data ◽  
Customer Complaints ◽  
Work Area

This study aims to determine how high the level of customer satisfaction with the service of PLN Rayon Kediri Kota, to determine the quality of service to customer satisfaction PLN Rayon Kediri Kota, to determine the response of the PLN Kediri Kota in dealing with customer complaints. This research was conducted in the work area of PLN Rayon Kediri Kota. The research time was on March 18, 2017 to March 24, 2017. In writing this thesis, the author uses primary data collection techniques, namely by distributing questionnaires to PLN Rayon Kediri Kota customers who come to the payment counter. and PLN District Kediri City services. Based on the results of the research, the quality of service conducted by PLN District Kediri Kota is sufficient to satisfy its customers, as evidenced by the results of a questionnaire that has been conducted on 100 respondents of PLN Rayon Kediri City.Penelitian ini bertujuan untuk mengetahui seberapa tinggi tingkat kepuasan pelanggan terhadap pelayanan PLN Rayon Kediri Kota, Untuk mengetahui kualitas pelayanan terhadap kepuasan pelanggan PLN Rayon Kediri Kota, Untuk mengetahui respons pihak PLN Kediri Kota dalam menghadapi keluhan pelanggannya. Penelitian ini dilakukan di wilayah kerja PLN Rayon Kediri Kota. Waktu penelitian pada tanggal 18 Maret 2017 sampai dengan 24 Maret 2017. Dalam penulisan skripsi ini, penulis menggunakan teknik pengumpulan data primer yaitu dengan membagikan kuesioner terhadap pelanggan PLN Rayon Kediri Kota yang datang ke loket pembayaran dan pelayanan PLN Rayon Kediri Kota. Berdasarkan hasil penelitian kualitas pelayanan yang dilakukan oleh PLN Rayon Kediri Kota sudah cukup memuaskan pelanggannya terbukti dengan hasil kuesioner yang telah dilakukan terhadap 100 responden PLN Rayon Kediri Kota.

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 The Influence of Price, Quality of Service and Promotions on Customer Satisfaction at Bu Rajab Resto Pancing and Cottage

2021 ◽  
Author(s):  
Rabhi Fathan Muhammad ◽  
Tina Melinda
Keyword(s):  
Quality Of Service ◽  
Data Analysis ◽  
Linear Regression ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Hypothesis Testing ◽  
Positive Impact ◽  
Collection Data

This study was conducted to analyze the influence of price (X1), service quality (X2) and promotions (X3) on customer satisfaction at Bu Rajab Resto Pancing and Cottage. The study used a quantitative approach and was conducted from March to June 2020. Purposive sampling was used. 120 people were included in the research and 97 people were selected as samples. Participants were customers of Bu Rajab Resto Pancing and Cottage who had visited at least 2 times. A questionnaire was used for data collection. Data analysis involved linear regression, hypothesis testing and classical assumption tests, using the SPSS program. Price and service quality had a significantly positive impact on customer satisfaction, but promotions did not. Keywords: price, service quality, promotion, customer satisfaction

scholarly journals PENGARUH KUALITAS LAYANAN TERHADAP LOYALITAS NASABAH MELALUI CITRA PERUSAHAAN SEBAGAI VARIABEL MEDIASI

2018 ◽  
Vol 7 (12) ◽  
pp. 6675
Author(s):  
I Made Deddy Saputra ◽  
I Nyoman Nurcaya
Keyword(s):  
Quality Of Service ◽  
Image Quality ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Customer Loyalty ◽  
Corporate Image ◽  
Analysis Technique

Customer satisfaction is an important element in determining and maintaining and growing the company. To be able to develop loyalty among its customers, banks need to know what factors influence loyalty and assess their performance in these factors. This research was conducted at PT. BPR Bali Dananiaga Denpasar. The number of respondents of this study were 117 respondents. Data collection is done through observation, interview and questionnaire. This research uses instrument test by using path analysis technique. Based on the analysis result found that service quality variable have positive and significant effect to company image. Quality of service has a positive and significant impact on customer loyalty. So the better the service quality of PT. BPR Bali Dananiaga, it will increase customer loyalty in PT. BPR Bali Dananiaga in Denpasar City. Corporate image has a positive and significant impact on customer loyalty. Corporate image proved able to mediate positively and significantly influence between service quality to customer loyalty.

scholarly journals PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PT. SAMUDRA BINTANG ANGKASA TOUR AND TRAVEL BANJARMASIN

2019 ◽  
Vol 5 (1) ◽  
Author(s):  
Dini Puspita
Keyword(s):  
Quality Of Service ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Significant Influence ◽  
Research Method ◽  
Influential Factor ◽  
Sampling Techniques ◽  
Cross Sectional

Abstract: The purpose of this study is to know and analyze the influence of service quality on customer satisfaction at PT Samudra Bintang Angkasa Tour and Travel. The research method used is the analytical survey research method. The approach chosen in this study is the Cross Sectional approach. The population in this study are customers who use the services of PT Samudra Bintang Angkasa Tour and Travel, from August to November 2018. The sample in this study used accidental sampling techniques totaling 60 customers who used the services of PT Samudra Bintang Angkasa Tour and Travel in December 2018. Data collection techniques used questionnaires, documentation, and observation. The results of the study can be concluded that there is a simultaneous significant influence between service quality consisting of Tangible , Reliability , Responsiveness, Assurance and Empathy on Customer satisfaction PT. Samudra Bintang Angkasa Tour and Travel Banjarmasin. There is a partial significant influence between the quality of service consisting of Tangible, Reliability, Responsiveness , and Empathy on Customer satisfaction PT. Samudra Bintang Angkasa Tour and Travel Banjarmasin. Reliability Factoris the most influential factor (predominantly on Customer satisfaction at PT. Samudra Bintang Angkasa Tour and Travel Banjarmasin. Keywords: Service Quality, Satisfaction, Customers Abstrak: Tujuan dari penelitian ini adalah mengetahui dan menganalisis pengaruh kualitas layanan terhadap kepuasan pelanggan pada PT Samudra Bintang Angkasa Tour and Travel. Metode penelitian yang digunakan adalah metode penelitian survey analitik. Pendekatan yang dipilih dalam penelitian ini adalah pendekatan Cross Sectional. Populasi dalam penelitian ini adalah pelanggan yang menggunakan jasa PT Samudra Bintang Angkasa Tour and Travel, dari bulan Agustus sampai dengan November 2018. Sampel dalam penelitian ini menggunakan teknik accidental sampling berjumlah 60 orang pelanggan yang menggunakan jasa PT Samudra Bintang Angkasa Tour and Travel pada bulan Desember tahun 2018. Teknik pengumpulan data menggunakan kuesioner, dokumentasi, dan observasi. Hasil penelitian dapat disimpulkan bahwa ada pengaruh signifikan secara simultan antara kualitas layanan yang terdiri atas Tangible, Reliability, Responsiveness, Assurance dan Empathy terhadap kepuasan Pelanggan PT. Samudra Bintang Angkasa Tour and Travel Banjarmasin. Ada pengaruh signifikan secara parsial antara kualitas layanan yang terdiri atas Tangible, Reliability, Responsiveness, dan Empathy terhadap kepuasan Pelanggan PT. Samudra Bintang Angkasa Tour and Travel Banjarmasin. Faktor Reliability merupakan faktor yang paling berpengaruh (secara dominan terhadap kepuasan Pelanggan PT. Samudra Bintang Angkasa Tour and Travel Banjarmasin. Kata kunci : Kualitas Pelayanan, Kepuasan, Pelanggan

scholarly journals Analisis Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan (Studi Kasus: Pamella Empat Supermarket)

2018 ◽  
Vol 26 (2) ◽  
pp. 210-225
Author(s):  
Riska Maulani ◽  
Yunita Fitri W
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Quantitative Research ◽  
Secondary Data ◽  
Total Sample ◽  
Primary Data ◽  
Probability Sample ◽  
Sample Technique

The purpose of this study to determine the effect of service quality on customer satisfaction simultaneously. The type of research used in this study is quantitative research. This research uses primary data and secondary data. While the sample technique used is a non-probability sample that uses a total sample of 100 respondents. Based on the results of this study, the quality of service consisting of reliability (reliability) X1, tangible X2, X3 responses, assurance and certainty (assurance) X4, and empathy (empathy) X5 affect customer satisfaction (Y) simultaneously or simultaneously.

scholarly journals HARGA, PROMOSI, DAN KUALITAS PELAYANAN SEBAGAI ANTESEDEN KEPUASAN PELANGGAN YANG DI MEDIASAI OLEH KEPUTUSAN MENGGUNAKAN OJEK ONLINE DI YOGYAKARTA

2020 ◽  
Vol 9 (2) ◽  
pp. 241
Author(s):  
Taufiq Hidayat ◽  
Sukardi Sukardi
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Sampling Method ◽  
Sampling Technique ◽  
Primary Data ◽  
Analysis Tool ◽  
Independent Variables ◽  
The City ◽  
Positive Effect

Customer satisfaction is an asset for the company to be a benchmark for the company's success in serving customers. Since its establishment in 2010, GOJEK has consistently  served  the  community,  presenting  efficient  and  effective transportation  to the Indonesian people spread across several cities. By maintaining the values of a friendly Indonesian character. The population in this study were GO-JEK users. While the sample in this study is GO-JEK users more than once in the city of Yogyakarta.  The sampling technique uses a non-probability sampling method. While the data used in this study are primary data by  obtaining the data needed by  using information techniques, namely by distributing  questionnaires.  The analysis tool uses multiple linear regression, and doing a partial test  knowing  whether the independent variables individually have a significant effect on the dependent variable, do the r-test to measure the ability of the model to explain the ability of the dependent variable.The results of the analysis can be concluded that: Price does not have a positive effect on user decisions. Promotion does not have a positive effect on user decisions. Service quality does not have a positive effect on user decisions. User decisions have a positive effect on customer satisfaction. User decisions do not mediate between Price, Promotion and Quality of Service.

scholarly journals ANALISIS TINGKAT KEPUASAN KONSUMEN TERHADAP PRODUK KOPI DAN PELAYANAN DI RUMAH KOPI BILLY CABANG MEGAMAS MANADO

2016 ◽  
Vol 12 (3A) ◽  
pp. 11
Author(s):  
Jimmy Rezky Torey ◽  
Oktavianus ., Porajouw ◽  
Tommy F. Lolowang
Keyword(s):  
Quality Of Service ◽  
Data Collection ◽  
Consumer Satisfaction ◽  
Descriptive Analysis ◽  
Attitude Scale ◽  
Consumer Products ◽  
Measurement Scale ◽  
Primary Data ◽  
Qualitative Descriptive

This research aims to measure the level of consumer satisfaction toward coffee products and services in the House Coffee Billy Branches Megamas Manado. The Data used in this research is the primary data. The primary data obtained using the technique of the interview directly to respondents, in this case the consumer products coffee in the coffee House Billy Branches Megamas Manado, using a list of questions (questionnaire) as the tool in data collection. The method used in the sampling is sampling accindental. Analysis of the data that is used is a qualitative descriptive analysis is analyzed using the measurement scale Likert attitude scale installation design and presented using the list of the table and numbers. The results of this research shows that the measurement of the level of consumer satisfaction in the house of coffee Billy Branches Megamas Manado in terms of coffee products and services achieve total score loading data of 2.090 that shows the number of the index measuring consumer satisfaction of 83.6% and is considered very satisfied. This shows that consumers are very satisfied with the coffee products offered and the services provided by the employees in the House Coffee Billy Branches Megamas Manado and to increase consumer satisfaction in terms of product and services, Coffee House party Billy Branches Megamas Manado must pay attention to the quality of coffee products and quality of service offered. This is very important in order to maintain the customers and get more customers and increase sales

scholarly journals KUALITAS PELAYANAN BAGI KEPUASAN KONSUMEN PEMBELI RUMAH GRAND CITY BALIKPAPAN

Jurnal Edueco ◽  
2018 ◽  
Vol 1 (2) ◽  
pp. 18-25
Author(s):  
Maryanti Maryanti ◽  
Casmudi Casmudi ◽  
Ashari Sofyaun
Keyword(s):  
Quality Of Service ◽  
Data Analysis ◽  
Data Collection ◽  
Data Reduction ◽  
Data Sources ◽  
Primary Data ◽  
Data Display ◽  
Group Management ◽  
Analysis Techniques

Serve is a part of action/service for others to be able to meet the needs and desires. Customers satisfaction might be checked by comparing the expectations of consumers with the desired quality of service what they receive in fact. This research was conducted to find out how customer satisfaction with the quality of service the management of Grand City Balikpapan. Research used qualitative methods. Data sources are secondary and primary data. Data collection techniques through interviews, observation, documentation and triangulation. Data collection instruments through the interview grid with the 5W + 1H method. The validity of the data was examined through triangulation and data analysis techniques using data reduction, data display and drawing conclusions or verification (conlusion drawing / verification). Finally Grand City Balikpapan consumers have been satisfied with the quality of service provided by the Sinarmas Land Group management.

scholarly journals PENGARUH KUALITAS PRODUK DAN PROMOSI TERHADAP KEPUTUSAN PEMBELIAN PELANGGAN PRODUK PT. SAYAP MAS UTAMA

2021 ◽  
Vol 9 (2) ◽  
Author(s):  
Clara Putri Claudy ◽  
Donny Dharmawan
Keyword(s):  
Quality Of Service ◽  
Data Analysis ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Product Quality ◽  
Descriptive Analysis ◽  
Analysis Method ◽  
Positive Effect ◽  
Collection Methods

<em>To describe product quality, promotion and customer purchasing decision  products of PT. Sayap Mas Utama, and to analysis the effect of quality products on customer ourchasing decisions PT. Sayap Mas Utama. This study uses data collection methods. Using a questionnaire, the data analysis method used is descriptive analysis, simple liner regression. The result of the study show that promotion positive and significant effect on customer satisfaction  the quality of service has a positive effect and significant to customer satisfaction PT. Sayap Mas Utama.</em>

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.

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