IMPLEMENTASI KUALITAS LAYANAN DAN PERSEPSI KONSUMEN TENTANG KUALITAS PRODUK TERHADAP KEPUASAN KONSUMEN PADA DEALER WULING TULUNGAGUNG

2021 ◽  
Vol 5 (1) ◽  
Author(s):  
Moh Irbash Dzikrulloh ◽  
Lantip Susilowati
Keyword(s):  
Content Analysis ◽  
Data Analysis ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Consumer Satisfaction ◽  
Consumer Perceptions ◽  
Quality Service ◽  
Collection Methods

Service quality in an economic aspect is very important and a challenge for every company. This study aims to determine the extent of the implementation of service quality and consumer perceptions and satisfaction regarding product quality at Wuling Tulungagung Dealer.The method in this study used a qualitative design with data collection methods through interviews and data analysis using content analysis. The findings in this study indicate that the implementation of service quality and consumer perceptions of product quality on customer satisfaction at Dialer Wuling Tulungagung has fulfilled the pillars of success. Its implementation is to provide quality service that has an impact on good consumer perceptions and consumer satisfaction accompanied by quality Dialer Wuling Tulungagung products.

scholarly journals PERAN KEPUASAN KONSUMEN MEMEDIASI HUBUNGAN KUALITAS PRODUK DAN PERSEPSI HARGA DENGAN KEPUTUSAN PEMBELIAN ULANG

2020 ◽  
Vol 9 (4) ◽  
pp. 1379
Author(s):  
Ida Ayu Prayoni ◽  
Ni Nyoman Rsi Respati
Keyword(s):  
Data Analysis ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Product Quality ◽  
Consumer Satisfaction ◽  
Purchase Decisions ◽  
Price Perception ◽  
Analysis Techniques ◽  
Probability Methods ◽  
Scale Data

This study aims to determine the effect of product quality and price perception on consumer satisfaction and repurchase decisions on consumers who buy and use Pepsodent toothpaste. This research was conducted in Denpasar City with a sample size of 105 respondents with non-probability methods in the form of purposive sampling. Data collection was carried out through questionnaires with as many as 15 indicators measured using a Likert scale. Data analysis techniques used in this study are path analysis techniques with classical assumption test and sobel test. The results of the study stated that the variables of customer satisfaction, product quality variables and price perception variables had a positive and significant effect on repurchase decisions. Keywords: product quality, price perception, customer satisfaction, repeat purchase decisions

scholarly journals The Effect of Product Quality, Service Quality, Customer Value on Customer Satisfaction And Word Of Mouth

2018 ◽  
Vol 1 (3) ◽  
Author(s):  
AFIF SYAIFUL RACHMAN
Keyword(s):  
Data Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Customer Value ◽  
Sampling Method ◽  
Word Of Mouth ◽  
Quality Service ◽  
Convenience Sampling ◽  
Positive Effect

This study aims to find out "The Effect of Product Quality, Service Quality, Customer Valueon Customer Satisfaction and Promotion of Mouth to Mouth". The population in this studywere Telkom customers of IndiHome. This study uses a sample of 150 respondents. Thesampling technique was carried out by convenience sampling method. Data analysis usespath analysis. The results of the analysis show that product quality, service quality,customer value have positive effect on the customer satisfaction of Telkom IndiHome,Purwokerto, (2) Service quality has a positive effect on the customer satisfaction and wordof mouth

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 PRODUK DAN PELAYANAN TERHADAP LOYALITAS KONSUMEN MUSLIM DENGAN KEPUASAN SEBAGAI VARIABEL INTERVENING

2021 ◽  
Vol 1 (2) ◽  
Author(s):  
Tri Anagh Firli ◽  
Drajat Stiawan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Product Quality ◽  
Consumer Satisfaction ◽  
Field Research ◽  
Primary Data ◽  
Research Approach ◽  
Quality Service ◽  
Business World

In the business world, quality is certainly something very important. Quality or product quality is a determinant of consumer satisfaction, after buying or using a product. In addition to product quality, one thing that should not be missed is service quality. Service quality is a measure of how good the level of service that a company can provide to its customers. Even Islamic teachings have taught about providing services from businesses that must be carried out properly, both in the products and services provided. Both have an important role in customer satisfaction and loyalty. This type of research is field research with a research approach that is quantitative research. Where the variables used in this study are product quality, service quality, customer satisfaction and customer loyalty. The population in this study were Muslim consumers of Le'gita Coffee & Bristo Pemalang. Sampling using the Lemeshow formula with a total sample of 100 respondents. Sources of data in this study are primary data and secondary data. The data collection method used is a questionnaire, and the analysis method is path analysis where the variable of consumer satisfaction is the intervening variable. Based on the results of the study, two path test equations were obtained. The result of testing the two equations is that there is an influence between the two independent variables, namely product quality and consumer quality on consumer loyalty either directly or indirectly through customer satisfaction.Dalam dunia bisnis menyoal kualitas tentunya sesuatu yang sangat penting. Mutu ataukualitas produk adalah penentu kepuasan konsumen, setelah memberli ataupun memakai sebuah produk.Selain kualitas produk, salah satu hal yang tidak boleh dilewatkan adalah kualitas pelayanan. Kualitas pelayanan merupakan sebuah ukuran mengenai seberapa bagus tingkat pelayanan yang mampu diberikan oleh sebuah perusahaan pada konsumennya. Dalam ajaran Islampun sudah mengajarkan tentang memberikan layanan dari usaha harus dijalankan dengan baik, baik dalam produk ataupun jasa yang diberikan. Keduanya mempunyai peran penting dalam kepuasan dan loyalitas konsumen. Jenis penelitian ini adalah field research dengan pendekatan penelitian yaitu penelitian kuantitatif. Dimana variabel yang digunakan pada penelitian ini adalah kualitas produk, kualitas pelayanan, kepuasan konsumen dan loyalitas konsumen. Populasi pada penelitian ini adalah konsumen muslim Le’gita Coffee & Bristo Pemalang. Pengambilan sampel dengan menggunakan rumus lemeshow dengan jumlah sampel sebanyak 100 responden. Sumber data pada penelitian ini adalah data primer dan data sekunder. Metode pengumpulan data yang digunakan adalah kuesioner, dan metode analisis yaitu uji jalur (path analysis) dimana variabel kepuasan konsumen sebagai variabel intervening. Berdasarkan hasil penelitian diperoleh dua persamaan uji jalur. Hasil dari pengujian kedua persamaan yaitu terdapat adanya pengaruh pada antara kedua variable bebas yaitu kualitas produk dan kualitas konsumen terhadap loyalitas konsumen baik secara langsung ataupun secara tidak langsung melalui kepuasan konsumen.

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 CUSTOMER SATISFACTION STUDY OF GEPREK CHAMPION CHICKEN BRANCH MAKMUR MEDAN

2020 ◽  
Vol 7 (10) ◽  
pp. 73-79
Author(s):  
Sarmauli Hanny Siagian ◽  
M. Umar Maya Putra ◽  
Davin Kwok
Keyword(s):  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Sampling Technique ◽  
T Test ◽  
Quality Service ◽  
Test Results ◽  
Validity And Reliability ◽  
Data Collection Technique

This study aims to analyze the effect of product quality, service quality and store atmosphere on customer satisfaction on Geprek Champion Chicken in Makmur Medan Branch. The sample used in this study were 96 respondents who were consumers of the Geprek Champion Chicken Restaurant in Medan, using the sampling technique, namely icidental sampling using the lemeshow formula. The data collection technique uses a questionnaire that has been tested for its validity and reliability. The results of research partially t test results indicate that product quality, service quality and store atmosphere have a significant effect on customer satisfaction. Simultaneously, the variable product quality, service quality and store atmosphere have an effect on customer satisfaction.

scholarly journals Price, Quality Products, Quality Services and Locations on Customer Satisfaction in Indonesian Culinary

2019 ◽  
Vol 8 (2S4) ◽  
pp. 849-853
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Consumer Satisfaction ◽  
Research Result ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Quality Service ◽  
Human Beings ◽  
Measuring Tool

Food and beverages are a major need for human beings. The development of culinary business makes the competition more and more intense, all efforts strive to attract consumers and retain customers in various ways. Consumers also now have begun carefully in choosing a place to eat, not only the product into consideration but the price, quality of service and location also a consideration of consumers in choosing a place to eat. Therefore, this study was made to determine the effect of price, product quality, service quality and location to customer satisfaction. The population in this study were the visitors at Indonesian Culinary Centers. The sample in this research is 100 respondents taken by simple random sampling technique. The research instrument used as a measuring tool in this study is in the form of questionnaire. Results of respondents on the questionnaire given then processed using Microsoft Excel 2007 software and software SPSS 19. The results of the analysis in this study yields regression equation is Y = - 4.717 + (0.039) X1 + 0.333X2 + 0.368X3 + 0.245X4. Product quality variables, service quality and location partially have a significant influence on customer satisfaction in Indonesian Culinary Centers. Price variables partially have an insignificant effect on customer satisfaction in Indonesian Culinary Centers. Conclusion that can be taken from the research result that is according to the consumer, the three independent variables (Product Quality, Service Quality and Location) are considered important as determinant of consumer satisfaction, while Price variable does not affect customer satisfaction in Indonesian Culinary Centers.

PENGARUH KUALITAS PRODUK DAN KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN

2019 ◽  
Vol 4 (1) ◽  
pp. 175-182
Author(s):  
Malik Ibrahim ◽  
Sitti Marijam Thawil
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Multiple Regression ◽  
Consumer Satisfaction ◽  
Quality Service

The purpose of this study is to determine the effect of product quality and service quality on customer satisfaction. The population in this study were 50 consumers who were taken by purposive technique. Multiple regression is used to test hypotheses. The results of the study showed that there was an effect of product quality and service quality significantly on customer satisfaction. The implications and suggestions are explained in the article. Keywords: Product Quality, Service Quality, Consumer Satisfaction.

scholarly journals Kepuasan Konsumen pada Rumah Makan Modern Muara Kapuas dan Rumah Makan Tradisional Yu Sri di Kabupaten Sleman

Media Wisata ◽  
2021 ◽  
Vol 7 (1) ◽  
Author(s):  
Sri Larasati
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Consumer Satisfaction ◽  
Services Quality ◽  
Restaurant Industry ◽  
Satisfaction Level ◽  
Quality Service ◽  
Quality Aspect

The restaurant is one of the businesses that is considered as an endless business. It is because a restaurant fulfils human’s need for food every day. Consequently. the more population live in the area, the higher demand for food. It causes the development of the restaurant industry in Yogyakarta to be more rapid. The study is conducted with the purpose to know the consumer satisfaction level of Muara Kapuas restaurant and Yu Sri restaurant and to test the satisfaction differences perceived by the consumers between Muara Kapuas restaurant and YU Sri restaurant. The result of the study shows that consumers are satisfied with the services provided by Muara Kapuas. The customer's Satisfaction in sequence starting from the biggest the service quality, amenity quality, accessibility quality and product quality. The consumers are satisfied with the YU Sri restaurant service. The customer satisfaction of Yu Sri restaurant in sequence starting from the biggest is product quality, service quality, amenity quality and accessibility quality. The analysis result of the customer's satisfaction differences is found between Muara Kapuas is a restaurant and YU Sri restaurant. In the services quality aspect, amenity quality and accessibility quality, the satisfaction level of that of the Muara Kapuas restaurant is higher than the customers of YU Sri restaurant. While in the product quality aspect, The Yu Sri restaurant consumers have satisfaction level than that of the Muara Kapuas Restaurant consumers.

scholarly journals Keputusan Pembelian Ulang Melalui Kepuasan Konsumen sebagai Variabel Intervening Ditinjau Dari Kualitas Produk Dan Kualitas Pelayanan Pada Pasar Triwindu Surakarta

2020 ◽  
Vol 4 (01) ◽  
Author(s):  
Ayu Wardani ◽  
Sri Hartono ◽  
Eny Kustiyah
Keyword(s):  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Product Quality ◽  
Sampling Technique ◽  
Likert Scale ◽  
Quality Service ◽  
The Relationship

The purpose of this study was to analyze whether the repurchase decision by product quality and service quality in Surakarta Triwindu Market. The population in this study is all consumers in Surakarta Triwindu Market. The sampling technique was accidental sampling, with 100 respondents. Data collection using a Likert scale questionnaire to measure respondent's answers. Path analysis to identify the relationship between product quality and service quality on repurchase decision s through customer satisfaction. The results showed that repurchase decision thought customer satisfaction were not significantly affected by product quality, while service quality on repurchase decisions through customer satisfaction significantly affected the Surakarta Triwindu Market Kerboard : Product quality, Service quality, Customer satisfaction, Repurchase decisions

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