scholarly journals KAJIAN TINGKAT KEPUASAN KONSUMEN GO-FOOD DI DKI JAKARTA, DENGAN TINJAUAN PENGARUH BAURAN PROMOSI DAN KUALITAS LAYANAN

2018 ◽  
Author(s):  
Sepriliani Rosanda Dewi ◽  
Ignatius Ario Sumbogo ◽  
Ignatius Ario Sumbogo ◽  
Ignatius Ario Sumbogo
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Analysis Method ◽  
Survey Technique ◽  
Social Media Platforms ◽  
Descriptive Approach ◽  
Spss Software ◽  
Quantitative Descriptive

<p align="center"><strong><em>ABSTRACT</em></strong><strong><em>:</em></strong></p><p><em>This study is structured in order to determine the effect of promotion mix and service quality on increasing customer satisfaction of Go-Food. The unit of analysis observed was Go-Food consumers in the DKI Jakarta area. This study uses a quantitative descriptive approach with data collection techniques is a survey technique using a questionnaire instrument to 206 respondents,  distributed through the google form. Data analysis method uses multiple linear regression with SPSS software ver. 24. The results of the analysis show that the promotion mix has a significant effect on consumer satisfaction, service quality has a significant effect on customer satisfaction, while the promotion mix and service quality simultaneously have a significant effect on customer satisfaction. In the analysis of indicators known, Go-Food must further improve the quality of service to consumers and also increase promotion on social media platforms.</em></p><p><em> </em></p><p><strong><em>Keywords:</em></strong><em> promotion mix, service quality, customer satisfaction.</em></p><p><strong> </strong></p>

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 Produk, Harga, Promosi Dan Pelayanan Terhadap Kepuasan Konsumen Serta Dampaknya Pada Keputusan Pembelian

2020 ◽  
Vol 8 (1) ◽  
pp. 29-38
Author(s):  
Budiman Marpaung ◽  
Ani Mekaniwati
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Production Quality ◽  
Price Promotion ◽  
Analysis Method ◽  
Positive Direction ◽  
Total Impact ◽  
Simultaneous Influence

This research aims to : a) determine the direct and simultaneous influence of production quality, price, promotion and service quality on customer satisfaction, b). kow the direct and simultaneous influence of production quality, price, promotion, service quality and customer satisfaction on purchasing decicions, c). determine the indirect and total impact on purchasing decicions through interventing variable customer satisfaction. The study was conducted on consumers of coffee processing machines. Respondents were determined by purposive sampling and accidental sampling. The numbers of respondents 79 people. The analysis method used is multiple linier regression with path analysis. The results showed : a) production quality and promotional activities have a direct and significant effect on positive direction on consumer satisfaction and purchasing decicions, while the quality of service the direct is not significant, but with a positive direction on customer satisfaction and buying decicions. b) price have a direct and significant effect with a negative direction on contumer satisfaction and consumer purchasing decicions, c) consumer satisfaction has a direct and significant effect on the positive direction of purchasing decicions, d) production quality, price, promotional activities and service quality simultaneously have a significant effect on contumer satisfaction, e) production quality, price, promotional activities, service quality and customer satisfaction simultaneously have a significant effect on purchasing decicions, f). consumer satisfaction as an interventing variable has an impact on increasing the total coefficient through increasing the indirect coefficient Keywords: production quality, price, promotion service, satisfaction, decicions

scholarly journals “Analysis Influence Brand Equity and Service Quality to Costumer Satisfaction Users Blackberry Curve 9300 District Sario Manado ”

2012 ◽  
Vol 1 (1) ◽  
Author(s):  
Ferdy Roring
Keyword(s):  
Quality Of Service ◽  
Regression Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Brand Equity ◽  
Consumer Satisfaction ◽  
Analysis Method ◽  
The City ◽  
Variable Quality

Research In Motion (RIM) is the official producer of mobile phones that are currently most popular especially in Indonesia which is the Blackberry. Indonesia is a large market share to Blackberry because of Indonesia's population. 47 percent mobile circulating in Indonesia is Blackberry.The goal of this research is to know the influence of quality of service and brand equity to the satisfaction of consumer users blackberry curve 9300 district Sario the city of manado.In this research, the methods of analysis used is regression analysis method. The population was taken is the blackberry curve 9300 user with samples as much as 100 people. Sampling techniques research using simple random sampling.Research results by using regression analysis showed that partially variable quality of service significantly influential to the variable satisfaction but rather to brand equity, does not affect the consumer's satisfaction. And simultaneously variable quality of service and significant impact on brand equity consumer satisfaction.For the RIM Blackberry mobile phone manufacturers should be as much again to improve the quality of service that is better to consumers so that consumers do not migrate or switch to other parties. More manufacturers to optimize quality of service to the higher customer satisfaction. The RIM also should pay attention to brand equity. If the RIM is not paying attention to the brand equity will be decreased to the level of consumer satisfaction that have an impact on decreasing the level of product sales.Keywords: service quality, brand equity, and customer satisfaction

scholarly journals CONSUMER SATISFACTION ONLINE OJEK SERVICES IN INDONESIA :EFFECT OF SERVICE QUALITY AND CUSTOMER VALUE

2019 ◽  
Vol 7 (12) ◽  
pp. 116-125
Author(s):  
Viniyati Maftuchah ◽  
Ade Ghofir ◽  
Sabil . ◽  
Dinar Riftiasari
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Customer Value ◽  
Transportation Networks ◽  
Sem Analysis ◽  
Analysis Method ◽  
Independent Variables ◽  
Independent Variable

The shift of the use of conventional transportation to online transportation networks has resulted in a decrease in the market share of conventional transportation. The design of this study is causal research, which explains causal relationships between research variables to determine the causal relationship pattern of the independent variables on the dependent variable. The variables in this study are the service quality of the independent variable, customer satisfaction of the dependent variable, and the value of the customer intervening variable. Samples obtained by 100 respondents and taken by Purposive Sampling. The number of samples in this study was determined by the SEM analysis method where the number of indicators multiplied by five. Analysis of the data used is SmartPLS version 3.2. The results showed that all hypotheses could be accepted, where service quality had a positive and significant effect on customer value, but the effect of service quality on customer satisfaction had positive but not significant results, customer value had a positive and significant effect on customer satisfaction and service quality had a positive and significant effect to customer satisfaction through customer value.

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 Analisis kualitas pelayanan bus pariwisata dengan metode service quality dan importance performance analysis

2019 ◽  
Vol 11 (2) ◽  
pp. 144
Author(s):  
Eka Indah Yulistyari ◽  
Chotibul Umam ◽  
M. Reiza Fachrozy
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Analysis Method ◽  
Transportation Services ◽  
Bus Services ◽  
Clear Information ◽  
Bus Transportation

PO. Saztro Holidays is one of the bus transportation services companies in the Serang area that focuses on tourism routes. The purpose of this study is to know the quality of tourism bus services through customer satisfaction and complaints, besides as knowing the importance of priority attributes to be repaired. The methods of collecting data using a questionnaire involving 30 respondents to tourism bus consumers. This study uses the SERVQUAL method (reliability, responsiveness, assurance, empathy, tangible) and Importance Performance Analysis (IPA). The results of the study using the SERVQUAL method obtained an overall gap value of -0.852, which states that the services provided by PO. Saztro Holidays still does not provide satisfaction to consumers. Improvement efforts to increase satisfaction with Tourism bus services using the Importance Performance Analysis method in quadrant I (top priority) using SPSS 19 through a cartesius diagram obtained as many as 13 attributes. The most important attributes that are the main priority in repairs to match the expectations of consumers with the value of the suitability level of 78.04, namely the attributes of the availability of clear information marks.

scholarly journals Kepuasan Konsumen Sunyi House of Coffee and Hope

2020 ◽  
Vol 8 (3) ◽  
pp. 249-260
Author(s):  
Berliana Adinda Lorenssa ◽  
Miguna Astuti ◽  
Renny Husniati
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Sampling Method ◽  
Descriptive Data ◽  
Coffee Shop ◽  
Analysis Techniques ◽  
Employees With Disabilities ◽  
Quantitative Descriptive ◽  
Very High

In this research there is a quantitative descriptive methods were used with respondents, namely consumers of Sunyi House of Coffee and Hope. This coffee shop has employees with disabilities. In this research aims to determine the condition of consumer satisfaction Sunyi House of Coffee and Hope is influenced by the service quality, location and facilities. The population in this study are customers of Sunyi House of Coffee and Hope. Samples taken as many as 100 respondents by random sampling method. Data collection was done through the distribution of questionnaires with descriptive data analysis techniques. The results of the study stated that 1). Has led to customer satisfaction Sunyi House of Coffee and Hope, 2). Service quality has been done well, 3). The location offered received very high attention, 4). The facilities provided are quite good. Keywords : Service Quality, Location, Facilities, Customer Satisfaction, Coffee Shop

scholarly journals Bahasa Indonesia

2018 ◽  
Vol 7 (5) ◽  
pp. 2823
Author(s):  
Ni Kadek Sri Yunia Wahyuni ◽  
Ni Wayan Ekawati
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Word Of Mouth ◽  
Business Growth ◽  
Good Service ◽  
Analysis Techniques ◽  
The Relationship ◽  
Bahasa Indonesia

Along with the growing business growth in shipping services, it creates intense competition, so in order to survive and win the company customers are required to optimize the quality of service and satisfy its customers. Therefore this study aims to determine the effect of service quality on word of mouth mediated by customer satisfaction variables. Population in this research is society which have used service delivery of TIKI. This research was conducted in Denpasar with sample of 110 respondents. Data analysis techniques used consist of path analysis and Sobel Test. The results showed that service quality and customer satisfaction had positive and significant effect on word of mouth. Customer satisfaction is significantly able to mediate the relationship between service quality to word of mouth. This result confirms that good service quality can increase consumer satisfaction of a service with so satisfied consumer will influence other consumer through word of mouth.

scholarly journals Pengaruh Kualitas Produk, Harga, Dan Kualitas Pelayanan Terhadap Kepuasan Konsumen Pada Rumah Makan Dabu-Dabu Iris Fresh Wenang Manado

2019 ◽  
Vol 8 (2) ◽  
pp. 26
Author(s):  
Gahensya Keloay ◽  
Wehelmina Rumawas ◽  
Sandra Asaloei
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Consumer Satisfaction ◽  
Test Validity ◽  
Sampling Technique ◽  
Coefficient Of Determination ◽  
Validity And Reliability ◽  
Normality Test ◽  
Quantitative Descriptive

This research was conducted in Dabu-Dabu Iris Fresh Restaurant, Wenang Manado, which aims to find out the 1) effect of product quality ; 2) price and ; 3) service quality on customer satisfaction in Dabu-Dabu Iris Fresh Restaurant, Manado, both individually and in groups. With the focus of the problem is whether product quality, price and service quality affect consumer satisfaction in Rumah Makan Dabu-Dabu Iris Fresh, Wenang Manado. the method used in this study uses quantitative descriptive methods and The population that came in the Dabu-Dabu Iris Fresh Restaurant, Manado Heritage is unknown, therefore the researcher took a sample of 50 respondents using a purposive sampling technique that is consideration of populations that are easily found and this research will only be given to visitors who have visited the House. Eating Dabu-Dabu Iris Fresh, Managing Manado at least 5 times, and the research method used is quantitative descriptive method. The analytical tool used in the data instrument test (validity and reliability test), classic assumption test (normality test, multicollinearity test and heteroscedasticity test), data analysis (multiple regression analysis, test t, F test and test coefficient of determination R2). Based on the t test obtained states that product quality has an influence on customer satisfaction individually. While price is the determination of the value of a product in the minds of consumers that must be paid by consumers to obtain a product of Dabu-Dabu Iris Fresh Restaurant, Wenang Manado. The service quality provided by Dabu-Dabu Iris Fresh Restaurant, Wenang Manado affects consumer satisfaction.

scholarly journals ANALISIS KEPUASAN KONSUMEN TERHADAP KUALITAS PRODUK KOPI DAN KUALITAS PELAYANAN MENGGUNAKAN METODE IMPORTANCE PERFOMANCE ANALYSIS (Studi Kasus Di Geo Coffee)

2018 ◽  
Vol 6 (2) ◽  
pp. 147
Author(s):  
Putu Anggi Ranitaswari ◽  
Sri Mulyani ◽  
Cokorda Anom Bayu Sadyasmara
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Consumer Satisfaction ◽  
Sampling Method ◽  
Sweet Taste ◽  
Analysis Method ◽  
Customer Needs ◽  
Level Of Satisfaction

This study aims to determine the attributes that are considered important by consumers in order to achieve customer satisfaction, know the level of satisfaction or level of consumer suitability of products and services in Geo Coffee, and determine the attributes that need to get priority from the company to be improved in order to achieve customer satisfaction . This research was conducted at Geo Coffee. The sample used was 91 respondents using epurposive sampling method. Data were obtained by distributing questionnaires and correspondents directly. This research uses Importance Performance Analysis method. The result of this research shows that attribute with highest level of consumer satisfaction for product quality is characteristic of coffee taste characteristic based on brand cafe with level of matching equal to 101.95%. the attribute with the lowest level of conformity is a constant (stable) coffee taste for each presentation corresponding to a suitability level of 82.52%. Attributes with the highest level of customer satisfaction for service quality is the speed in responding to complaints and customer problems with a level of suitability of 120.34%. The attribute with the lowest level of customer satisfaction for service quality is the waiter providing services and appropriate handling to customer needs with the level of suitability of 80.05%. The attributes that must be prioritized for the product are the constant (stable) coffee taste of each serving and the sweet taste of coffee. The attributes that must get priority for service is the process of making order menu in Geo Coffee done quickly. Keywords: customer satisfaction, Importance Performance Analysis, Geo Coffee

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