scholarly journals THE EFFECT OF SERVICE QUALITY ON CUSTOMER SATISFACTION ON PT. BANK BUKOPIN KABUPATEN SIDRAP, SULAWESI SELATAN

2021 ◽  
Vol 8 (02) ◽  
pp. 91-98
Author(s):  
Pandi Putra ◽  
Amrial Amrial
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Linear Analysis ◽  
Analysis Method

This research aims to find out and analyze how much the influence of service quality on customer satisfaction on PT. Bank Bukopin Sidrap. The Analysis method used in this study is multiple linear analysis. Where the method of collecting data is through Observation, Questionnaires, and interviews. The determination of the sample was determined by solving the formula and obtained by 344 respondents. The results of this study showed that the results showed that there is a tangible influence, reliability, responsiveness, assurance, and, empathy on customer satisfaction in PT. Bank Bukopin Sidrap. This is evidenced by the statistic Fhitung result of 9,339. The results of the R2 determinant test in this study obtained a determinant value of R2 of 0.621 which means that the magnitude of the influence of tangible variables, reliability, responsiveness, assurance, and empathy on customer satisfaction is 62.1% and the remaining 37.9% described other variables that are not included in this study.

scholarly journals PENGARUH KUALITAS PELAYANAN DAN LOKASI TERHADAP KEPUASAN PELANGGAN PADA ROLAG CAFE DIPONEGORO SURABAYA

2018 ◽  
Vol 5 (01) ◽  
Author(s):  
Nano Gunawan ◽  
Chandra Kartika
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Significant Influence ◽  
Sampling Method ◽  
Linear Analysis ◽  
T Test ◽  
Research Model ◽  
Analysis Method ◽  
F Test

This research is meant to examine the influence of service quality, price, and place to thecustomer satisfaction at Cafe Rolag Diponegoro Surabaya. The population of thisresearch is all customers who have ever visited at Cafe Rolag Diponegoro Surabaya. Theresearch samples has been obtained by using accidental sampling method. In according tothe predetermined criteria 100 respondents who have ever visited Cafe Rolag DiponegoroSurabaya have been selected as samples. The analysis method has been carried out byusing multiple linear analysis with SPSS application .The result of the model feasibilitytest which has been done by using F test has concluded that the research model is feasibleto be used for the following analysis. Meanwhile the result of hypothesis t test (partial)shows that service quality has significant influence to the customer satisfaction.And placehas significant influence to the customer satisfaction.Keywords: Service quality, place, and customer satisfaction.

PENGARUH KUALITAS PRODUK DAN KUALITAS PELAYANAN TERHADAP PENINGKATAN KEPUASAN DAN LOYALITAS PELANGGAN PERUSAHAAN DAERAH AIR MINUM (PDAM) KOTA MAKASSAR

2019 ◽  
Vol 3 (2) ◽  
pp. 228-244 ◽  
Author(s):  
Muhammad Rezha Pahlawan ◽  
Nurlia Nurlia ◽  
Abdul Rahman Laba ◽  
Erlina Pakki ◽  
Hardiyono Hardiyono
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Customer Loyalty ◽  
Indirect Effects ◽  
Analysis Method ◽  
Water Company ◽  
The Relationship ◽  
Intervening Variables ◽  
Customer Satisfaction And Loyalty

This study aims to determine the effect of Product Quality and Service Quality on Increasing Customer Satisfaction and Loyalty in Makassar Municipal Water Company (PDAM) both directly and through intervening variables or indirect effects. This study uses a quantitative approach conducted with the aim to explain the position of the variables studied and the relationship between one variable with another variable. This research will explain the causal relationship between variables through hypothesis testing. In this study, the analysis method used is path analysis using the SmartPLS program. The results of this study found that directly the product quality had a positive and significant effect on customer satisfaction, service quality had a positive and significant effect on customer satisfaction, product quality had a positive and significant effect on customer loyalty, service quality had a positive and not significant effect on customer loyalty, customer satisfaction positive and significant effect on customer loyalty. The indirect effect of this research is product quality has a positive and significant effect on customer loyalty if mediated by customer satisfaction. Service quality also has a positive and significant effect on customer loyalty if mediated by customer satisfaction.

PENGARUH KUALITAS PRODUK DAN KUALITAS LAYANAN TERHADAP KEPUASAN PELANGGAN

2017 ◽  
Vol 5 (3) ◽  
Author(s):  
Ismail Razak, SE., MS. ◽  
Nirmala Putri Sari
Keyword(s):  
Data Analysis ◽  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Sampling Method ◽  
Primary Data ◽  
Analysis Method ◽  
Simple Linear Regression ◽  
The City

The aim of this study was to analize the effects of product quality and service quality on the customer satisfaction. This study took place in the City of Bekasi and objects in this study are all customer who use the Matrass GM-9000. Primary data was obtained from customers of Matrass GM-9000 in Bekasi City through admission filling of questionnaire by using scale of Likert. The respondent of this study was chosen through accidental sampling method, and data analysis method was simple linear regression and multiple linear regression. The results of this study indicated that product quality and service quality positively and significant influenced the customer 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 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 MODEL KEPUASAN PELANGGAN: ANALISIS KUALITAS PRODUK DAN KUALITAS LAYANAN TERHADAP CITRA MEREK PADA GIANT CITRA RAYA JAKARTA

2017 ◽  
Vol 21 (3) ◽  
pp. 317
Author(s):  
Agussalim M ◽  
Hapzi Ali
Keyword(s):  
Quantitative Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Hypothesis Testing ◽  
Product Quality ◽  
Brand Image ◽  
Analytical Tool ◽  
Analysis Method ◽  
Quantitative Analysis Method

This study aims to analyze the effect of product quality and service quality on brand image and customer satisfaction either partially or simultaneously on Giant Citra Raya Tangerang. The population of this study is Giant Citra Raya customers which averages 2,070,823 / 12/30 = 5752 per day. The sample in this research using Slovin formula is 152 customers. Quantitative analysis method using path analysis, followed by determination analysis (R Square), partial hypothesis testing (t test) and simultaneous (F test) with alpha 5 percent. Before further analyzed first tested the instrument and test the classical assumption. Analytical tool using SPSS version 21.0 for windows. The result of the research shows that product quality and service quality are partially and simultaneously have positive and significant effect on brand image and customer satisfaction, and brand image has influence to customer satisfaction at Giant Citra Raya Tangerang.

scholarly journals The Effect of Service Quality, Trust, Brand Image on Customer Satisfaction (Study on Cimb Niaga Tabungan Bisnis PT. Bank Cimb Niaga Tangerang Bintaro Branch)

2020 ◽  
Vol 5 (8) ◽  
pp. 1767-1772
Author(s):  
Defi Alfianto ◽  
Dr. Tafiprios, SE,. MM
Keyword(s):  
Data Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Brand Image ◽  
Partial Least Square ◽  
Least Square ◽  
Survey Method ◽  
Questionnaire Data ◽  
Analysis Method ◽  
Convenience Sampling

In this researchpintends to analyze the influence of service quality, trust, brand image and customer satisfaction. The object of this research is the customer of bank cimb niaga branch tanggerang bintaro the number of samples specified is a total of 100 respondents by using slovin calculation method. The sample withdrawal method uses Convenience Sampling. The method performed for data collection using the survey method, with research instruments is a questionnaire. Data analysis method using SEM Partial Least Square (PLS).. Penelitian has proven telah that thequality of service has a positive and significant effect on customer satisfaction,trust kepercayaan has a positive and significant effect on customer satisfaction,and the brand image has a positive and significant effect on pt customer satisfaction. Bank CIMB Niaga Tangerang Bintaro Branch

scholarly journals SERVICE QUALITY ANALYSIS OF TWO OF THE LARGEST RETAIL CHAINS WITH MINIMART CONCEPT IN INDONESIA

2018 ◽  
Vol 19 (0) ◽  
pp. 177-185
Author(s):  
Hendy Tannady ◽  
Filscha Nurprihatin ◽  
Hendy Hartono
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Quality Analysis ◽  
Satisfaction Level ◽  
Quality Service ◽  
Analysis Method ◽  
High Expectations ◽  
Perceived Satisfaction ◽  
Retail Chains ◽  
And Performance

Service quality is important because it makes prices more affordable, and also fulfils customer satisfaction. This bolsters trust for customers, and thereby encourages them to keep buying products at retail stores. This research uses Quality Service Analysis method to understand the gap between customers’ expectations regarding service attributes and their perceived satisfaction level. This study also uses the method of Importance and Performance Analysis to determine an attribute’s category. Therefore, it can determine which priorities should be reinforced to improve customer satisfaction. Through SERVQUAL analysis, there are 10 known attributes of each retailer that has the highest gap score. Through IPA analysis, we know that Alfamart has 7 attributes which warrant serious attention from management. This is due to the high expectations of customers on the indicator, and the fact that the management has not managed well. Meanwhile, Indomaret has 9 attributes that warrant serious attention from management.

Pengaruh Kualitas Layanan Dan Harga Terhadap Kepuasan Pelanggan Pada Rental Mobil Baraya Purwakarta

2021 ◽  
Vol 2 (1) ◽  
pp. 27-35
Author(s):  
Dinda Amalia
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Research Data ◽  
T Test ◽  
Test Reliability ◽  
Test Results ◽  
Analysis Method ◽  
Simultaneous Test ◽  
Car Rental ◽  
Research Findings

This study aims to determine the effect of service quality and price on customer satisfaction of Baraya Purwakarta car rental. Sources of data in this study were obtained from questionnaires (primary) which were distributed to respondents. The population of this research is the car rental customer Baraya Purwakarta. The sample in this study amounted to 70 people. The research data analysis method used was validity test, reliability test, classical assumption test, multiple linear regression, and hypothesis testing, namely the f test and t test. The research findings show that the variable of service quality and price affects the customer satisfaction variable which has an R Square value of 0.502 or 50.2% and the remaining 49.8% is influenced by other variables. From the simultaneous test results, service quality and price have an effect on customer satisfaction as evidenced by the results of the Fcount value greater than Ftable of 34.576 and sig 0,000. From the results of the t test, service quality has a partial effect on customer satisfaction with a tcount of 3,965 and price has an effect on customer satisfaction with a tcount of 5,177.

scholarly journals The Influence Customer Trust, Service Quality, and Perceived Price on Customer Satisfaction and Customer Loyalty

2018 ◽  
Vol 1 (1) ◽  
Author(s):  
DARA AJENG MANDIRA ◽  
SULIYANTO SULIYANTO ◽  
ALISA TRI NAWARINI
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Sample Data ◽  
Perceived Price ◽  
Customer Trust ◽  
Positive Effect

The purpose of this research is to know and analyze the influence customer trust, servicequality, and perceive price of expedition company towards customer satisfaction, effectedtoo on customer loyalty. The sample in this study there are 100 respondents.Conveniencesampling method is used in the determination of this research sample. Data were analyzedusing Structural Equational Modeling (SEM) with SPSS and AMOS statistical software.Theresults of this study show that cusotmer trust, customer satisfaction, service quality,perceived price has a positive effect on Customer Satisfaction. Thus, customer satisfactionhas a positive effect on customer loyalty.

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