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, 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 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 THE INFLUENCE OF BRAND EXPERIENCE AND SERVICE QUALITY TO CUSTOMER LOYALTY MEDIATED BY CUSTOMER SATISFACTION IN STARBUCKS COFFEE MALANG

2018 ◽  
pp. 185
Author(s):  
Aldeline Nolita Devia
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Customer Loyalty ◽  
Consumer Satisfaction ◽  
Brand Experience ◽  
Test Results ◽  
A Value

<p align="center"><strong>ABSTRACT</strong></p><p>This study discusses the effect of Brand Experience and service quality on customer loyalty mediated customer satisfaction. The purpose of this study was to determine and analyze in depth the effect of brand experience and service quality on customer loyalty mediated customer satisfaction at Starbucks Coffee Malang. This research uses explanatory research that explain the causal relationship between the variables studied.By using a survey of 180 respondents to test the research hypothesis.Research data analysis using the test instrument, the classical assumption test, multiple linear regression, and path analysis / Path Analysis. The test results prove the instrument has met the criteria of validity and reliability, the classic assumption test results also have met the criterion of the assumptions of normality, autocorrelation, Non-Multicolinearity and heterocedastisity. In this study obtained; a). Brand experience on consumer satisfaction with the value of 0.309, or 30.9%, b). The quality of service to customer satisfaction with the value of 0.387 or 38.7%., C). Brand experience on consumer loyalty to the value of 0.216 or 21.6%., D). Service quality on customer loyalty with a value of 0,305 or 30.5%., E). Effect of brand experience and service quality customer satisfaction with the value of 0.581 or 58.1%., F). Effect of brand experience and service quality on customer loyalty with a value of 0.657 or 65.7%., G). Effect of brand experience and service quality on customer loyalty mediated consumer satisfaction with the value of 0.438 or 43.8%. Based on these results, it is necessary to enhance the consumer's commitment to give satisfaction to the consumers better by excellent service or "service excellence" is the attitude and serve with satisfactory manner from the present level while maintaining the brand experience Starbucks Coffee Malang.</p><p>KEYWORDS: Brand experience (<em>Sensory, Affection, Behavior, Intellectual</em>), Quality of service (reliable, responsiviness, empathy), loyalty, customer 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 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 Terhadap Kepuasan Pelanggan Transportasi Online GrabBike Pada Mahasiswa Fakultas Ilmu Sosial Dan Politik Universitas Sam Ratulangi

2019 ◽  
Vol 9 (1) ◽  
pp. 19
Author(s):  
Reinhard K. Soromi ◽  
Frendy A. O. Pelleng ◽  
Johnny A. F. Kalangi
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Regression Coefficient ◽  
Hypothesis Test ◽  
Quality Data ◽  
Coefficient Of Determination ◽  
Test Results ◽  
Political Sciences

The purpose of this study was to determine the effect of service quality on customer satisfaction using GrabBike online transportation services to students of the Sam Ratulangi University Faculty of Social and Political Sciences. This type of research is quantitative descriptive. The relationship between quality of service and costumer satisfactions assists the costumer in revising its perception of service quality. Data Validity Test Results obtained all statement items declared valid. Data reliability test results of data obtained are stated that the data is reliable. The results of simple linear regression cost value more then the regression coefficient so that the regression coefficient is positive. The results of hypothesis test based on the significance value of the Coefficients table obtained significance, so that it can be concluded that the service quality variable affects the variable customer satisfaction. The test results of the coefficient of determination Adjusted R Square value which states the variable customer satisfaction is influenced by service quality variables, while the remaining is influenced by other variables that are not in this study. hence the correlation coefficient, which is included in the strong category so that there is a strong relationship between the quality of service to customer satisfaction and online GrabBike transportation to students of the Faculty of Social and Political Sciences, Sam Ratulangi University.

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.

scholarly journals Pengaruh Waktu Tunggu, Harga dan Kualitas Pelayanan terhadap Kepuasan Konsumen pada Maskapai XYZ Terminal 1B di Bandara Soekarno Hatta

2019 ◽  
Vol 1 (1) ◽  
pp. 125
Author(s):  
Seri Warsih
Keyword(s):  
Quality Of Service ◽  
Data Analysis ◽  
Customer Satisfaction ◽  
Hypothesis Testing ◽  
Waiting Time ◽  
Consumer Satisfaction ◽  
Linear Regression Analysis ◽  
Coefficient Of Determination ◽  
Time Price

This study aims to determine the effect of waiting time, price and quality of service to customer satisfaction and analyze the most dominant variable affecting consumer satisfaction. Based on the results of this study is expected to realize the management of companies more effective and efficient. Population in this research is all passengers who use flight service from XYZ terminal terminal 1b at the Soekarno Hatta Airport Tangerang. Sampling technique conducted by the writer is Purpose Sampling, so that in the study only taken 100 passengers using XYZ airline. Method of data collection using questionnaire method and data analysis method using quantitative analysis with hypothesis proof. Hypothesis testing conducted is classical assumption test, multiple linear regression analysis, coefficient of determination (R2), “t” test and “F” test. Based on the results of data analysis and hypothesis testing, it can be concluded as follows: 1) waiting time partially influential and significant to customer satisfaction, 2) price partially influential and significant to customer satisfaction, 3) quality of service partially significant and significant customer satisfaction, 4) waiting time, price and service quality simultaneously have an effect on and significant to consumer satisfaction.

Sign in / Sign up

Export Citation Format

Share Document