scholarly journals PENGARUH KUALITAS JASA TERHADAP KEPUASAN KONSUMEN DALAM MENGGUNAKAN JASA TRANSPORTASI PT EKA SARI LORENA TRANSPORT BOGOR

2017 ◽  
Vol 8 (1) ◽  
pp. 37
Author(s):  
Ans James Sembiring ◽  
Titiek Tjahja Andari
Keyword(s):  
Customer Satisfaction ◽  
Consumer Satisfaction ◽  
Research Quality ◽  
Quality Of Services ◽  
Transportation Services ◽  
Descriptive Research ◽  
Research Survey ◽  
Consumer Feedback ◽  
Positive Effect

Tujuan dari penelitian ini adalah untuk mengetahui bagaimana tanggapan konsumen tentang kualitas jasa yang diberikan perusahaan dan pengaruh kualitas jasa (tangible, emphaty, reliabiilty, responsiveness dan assurance) secara parsial dan simultan berpengaruh terhadap kepuasan konsumen. Metode penelitian adalah survey, bentuk penelitian deskriptif dan verifikatif dengan objek penelitian sebanyak 100 responden yang menggunakan jasa transportasi PT Eka Sari Lorena Transport. Berdasarkan hasil penelitian, secara simultan kualitas jasa yang terdiri dari tangible(X1), emphaty(X2), reliabiilty(X3), responsiveness(X4) dan assurance(X5) berpengaruh terhadap kepuasan konsumen PT Eka Sari Lorena Transport (Y), sedangkan secara parsial variabel tangible(X1) tidak berpengaruh terhadap kepuasan konsumen PT Eka Sari Lorena Transport (Y), variabel emphaty(X2), reliabiilty(X3), responsiveness(X4) dan assurance(X5) berpengaruh signifikan dan positif terhadap kepuasan konsumen PT Eka Sari Lorena Transport.KATA KUNCI:  Kualitas Jasa, Kepuasan Konsumen THE EFFECT OF SERVICE QUALITY CUSTOMER SATISFACTION IN USING TRANSPORTATIONABSTRACTThe purpose of this research is to find out how consumer feedback about the quality of services rendered and the influence of the quality of the company's services (tangible, emphaty, reliabiilty, responsiveness and assurance) partially and simultaneous effect on customer satisfaction. The method of research done is a descriptive research, survey and verifikatif with the object of research by as much as 100 respondents who use transportation services PT Eka Sari Lorena Transport. Based on the results of research, quality service that simultaneously composed of tangible (X 1), (X 2), emphaty reliabiilty (X 3), responsiveness (X 4) and assurance (X 5) influence on consumer satisfaction PT Eka Sari Lorena Transport (Y), while partially tangible variables (X 1) does not affect satisfaction of PT Eka Sari Lorena Transport (Y), variable (X 2), emphaty reliabiilty (X 3), responsiveness (X 4) and assurance (X 5) significant and positive effect toward satisfaction of PT Eka Sari Lorena Transport. 

scholarly journals The Effect of Product Quality on Customer Satisfaction Implications on Customer Loyalty in the Era Covid-19

2021 ◽  
Vol 2 (1) ◽  
pp. 71-83
Author(s):  
Afriapoll Syafarudin
Keyword(s):  
Customer Satisfaction ◽  
Product Quality ◽  
Customer Service ◽  
Customer Loyalty ◽  
Consumer Satisfaction ◽  
Research Survey ◽  
The Stability ◽  
High Level ◽  
Regional Banks

Customer satisfaction is the level of customer satisfaction after comparing the services or products received under what is expected. consumer satisfaction is the feeling of disappointment or pleasure for each individual after comparing the performance of the product that is thought of according to the expected product performance. Customer satisfaction is the goal of every company for the survival of every company. Paying attention to and increasing the level of customer satisfaction is very useful in the world of business competition. Companies with a high level of customer satisfaction tend to be superior to other competitors. Not only improving, but the company must also be able to maintain the stability of customer satisfaction levels to remain high. The function of customer satisfaction is very important in running a service and product business. By paying attention to customer satisfaction, entrepreneurs and business owners can find out about complaints and feedback from customers who receive services or products. From complaints and suggestions, the company can improve and improve the quality of customer service and products offered to compete and outperform competitors. A good company provides a means by which consumers can submit input and complaints so that consumers feel their voice heard. The research survey was conducted on 150 functional units at regional banks in Indonesia. The results showed that product quality affected customer quality and customer quality affected customer loyalty.

scholarly journals The Effect of Innovation, Promotion, and Quality of Products on Consumer Loyalty with Satisfaction as Intervening Variables (Case Study Costumer PT. Mandom In Surabaya)

2021 ◽  
Vol 2 (3) ◽  
pp. 206-213
Author(s):  
Rega Irsa Irawan ◽  
Sengguruh Nilowardono
Keyword(s):  
Customer Satisfaction ◽  
Product Quality ◽  
Consumer Satisfaction ◽  
P Value ◽  
Consumer Loyalty ◽  
Significant Positive Effect ◽  
Quality Of Products ◽  
Positive Effect

This study aims to determine the effect of innovation, promotion, product quality on consumer loyalty with customer satisfaction as intervening. This research method uses quantitative with OLS analysis tools. The research instrument was a questionnaire with 75 samples of Gastby product consumers. The results of the study prove that Innovation has positive significant effect on consumer satisfaction as evidenced by the results of t value of 4.457 with p-value of 0.00, Innovation has significant positive effect on consumer loyalty as evidenced by the results of t value of 8.897 with p-value amounting to 0,000, promotion does not have a significant positive effect on customer satisfaction t value of 0.421 with a p-value of 0.674, promotion does not have a significant positive effect on consumer loyalty as evidenced by the result of t of 1,277 with a p-value of 0,202, quality the product has significant positive effect on customer satisfaction as evidenced by the results of t table (1.666) and p-value smaller than 0.05, product quality has significant positive effect on loyalty consumer as evidenced by the results of this value greater than t table (1.666 ) and p-value is smaller than 0.05 consumer power has an effect on consumer loyalty as evidenced by the results of t value of 4.689 with a p-value of 0.00.  

scholarly journals ANALISIS KEPUASAN PELANGGAN RESTORAN BUKIT RANDUDI BANDAR LAMPUNG

2020 ◽  
Vol 12 (1) ◽  
pp. 20-28
Author(s):  
Helmita ◽  
Koriyangga
Keyword(s):  
Customer Satisfaction ◽  
Product Quality ◽  
Consumer Satisfaction ◽  
Positive Influence ◽  
Level Of Satisfaction ◽  
Food And Beverage ◽  
Quality Of Products ◽  
Buy Back ◽  
Positive Effect

Product and service quality is a determinant of the level of satisfaction obtained by the customer after making a purchase and the use of the product to buy back or not. Bukit Randu Restaurant also serves dishes and drinks with a variety of menus. Customers are the parties who play an important role in assessing the quality of products and food and beverage services.The results of data analysis were obtained; product quality variable, service affect the consumer satisfaction of Bukit Randu Bandar Lampung Resto by 83.34%.Product quality and service partially have a positive effect on customer satisfaction. The quality of products and services together has a positive influence on customer satisfaction in Bukit Randu Bandar Lampung restaurant.

scholarly journals PENGARUH KUALITAS LAYANAN, HARGA DAN ATMOSFER TOKO TERHADAP KEPUASAN PELANGGAN TOKO BUKU TOGAMAS GAJAH MADA SIDOARJO

2016 ◽  
Vol 1 (1) ◽  
Author(s):  
Matadji . ◽  
Muhammad Demas Nurdiansyah
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Regression Coefficient ◽  
Quality Of Services ◽  
Positive Coefficient ◽  
Positive Effect ◽  
Variable Quality ◽  
Sampling Approach

The problems of this study were (1) "What is the quality of service, price andatmosphere store partially positive effect on customer satisfaction in the bookstoreTogamas Gajah Mada Sidoarjo? (2) Is the quality of service, price and atmospheresimultaneously store positive effect on customer satisfaction in the bookstore TogamasGajah Mada Sidoarjo? (3) What is the most dominant variable between quality ofservice, price and atmosphere stores affect customer satisfaction bookstore TogamasGajah Mada Sidoarjo? and Goals to be achieved in this research is to demonstrate andanalyze how much the influence of the quality of service, price and atmosphere of theshop to customer satisfaction in the bookstore Togamas Gadjah Mada Sidoarjorespondents and the population in this study is that all customers who are in BookstoreTogamas Gadjah Mada Sidoarjo the sample in this study was 100 respondents using thetechniques of non probality sampling approach accidental sampling is a samplingtechnique based on the chance that anyone who by chance met with investigators can beused as a sample, when viewed people who happened to be found suitable as a datasource , Based on the research results, obtained the following regression equation: Y =2,977+ 0,118 X1 + 0.246 X2 + 0.206 X3 Of the acquisition value equation of multiplelinear regression model all variables showed a positive coefficient value that shows theinfluence of the quality of service, price and atmosphere of the shop to customersatisfaction. The results showed that there was a significant effect alongside the qualityof service, price and atmosphere shop to customer satisfaction and service quality hasnot significantly it is proved by the value of the t test of the quality of services wherebyindigo t statistic is greater than t table (1.712> 1.66071). Then from the significancelevel of 0.090 greater than 0.05 (0.05 <0.090), then Ho Ha rejected or accepted.Keofesien of determination of 0.390, which means that 39.0% variable quality ofservice, price and atmosphere stores affect customer satisfaction, while 61.0% isinfluenced by other variables not studied eg quality products, promotions and otheremotions of others. The results showed that the price is the dominant variable with thevalue of the regression coefficient 0.246 Keywords: Quality of service, price, atmosphere and customer satisfaction shop

scholarly journals Kerangka Konseptual Kepuasan Pelanggan terhadap Jasa Transportasi Online Go Ride menggunakan Service Quality

2019 ◽  
Vol 4 (2) ◽  
Author(s):  
Hawwin Mardhiana
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Conceptual Framework ◽  
Customer Loyalty ◽  
Quality Of Services ◽  
Transportation Services ◽  
Loyalty Intention ◽  
Transportation Service ◽  
Customer Services

Customer satisfaction in organizations is one of the critical succes factors for developing organizations.  To improve the quality of services, an organization must know customer satisfaction with the services provided by the organization. This study aims to present a conceptual framework that is used to analyze factors that affect service quality, customer loyalty and intention to repurchase or reuse online transportation services, Go-Ride. A conceptual framework proposed to measure Go-Ride customer satisfaction and its impact on customer loyalty and intention to repurchase. Starting from analyzing what is expected and what is felt by customer when the customer use these services with Servqual Method. This conceptual framework allows stakeholders in online transportation Go-Ride to understand customer and measure the quality of services. Conceptual Framework also can be used to set strategy and decision making improve the quality of customer services. In this study the transportation service provider can also divide customers into various categories, so the organization know how to position itself in the future that can be compared to quality of service with the competitors.Keywords : Go-Ride, Servqual, Customer Satisfaction, Servqual, Customer Loyalty, Intention to repurchase

scholarly journals PENGARUH BRAND EQUITY DAN CONSUMER SATISFACTION PADA BRAND LOYALTY

2017 ◽  
Vol 7 (1) ◽  
pp. 307
Author(s):  
A. A. Gede Tresna SP ◽  
Ni Ketut Seminari
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Brand Equity ◽  
Brand Loyalty ◽  
Consumer Satisfaction ◽  
Sampling Method ◽  
Significant Positive Effect ◽  
Quality Product ◽  
Positive Effect

Increased cultural intention to buy the community along with increasing loyalty to a product brand. This paper aims to analyze the influence of brand equity and customer satisfaction on Nevada brand loyalty products in Denpasar City. The study was conducted in Denpasar with sample size of 140 respondents using purposive sampling method. The results of the analysis found that brand equity has a significant positive effect on brand loyalty. Customer satisfaction has a significant positive effect on brand loyalty. Suggestions that can be recommended for manufacturers of Nevada brand products should consider the position of a brand in accordance with consumer views such as maintaining product quality, product prices so as to increase consumer loyalty. Nevada must maintain the quality of service provided so far to consumers, because the quality of service as a key that determines customer satisfaction so as to increase customer loyalty to buy products Nevada in Denpasar.   Keywords: brand equity, customer satisfaction, brand loyalty

scholarly journals PENGARUH KUALITAS PELAYANAN TRANSPORTASI UMUMBUS TRANS JOGJA TERHADAP KEPUASAN KONSUMEN

2014 ◽  
Vol 11 (2) ◽  
pp. 67-81
Author(s):  
Arif Wibowo
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Provincial Government ◽  
Transport Sector ◽  
P Value ◽  
Significant Positive Effect ◽  
Quality Aspects ◽  
Positive Effect

This research  was conducted to examine the effect of Level of Service Quality Public Transport Bus Trans Jogja to customer satisfaction. Trans Jogja bus this is an attempt Yogyakarta Provincial Government since 2008 with the aim to improve public services, especially in the land transport sector in urban areas based DIY to replace the deposit system into a system service purchase. A very important factor in consumer satisfaction is service quality, which is measured in the quality aspects of the service will be a service is satisfied  or not satisfied user when using these services so that these aspects can be seen whether the quality of services provided is good or not good. The quality of transport good services and should attention wants and needs of consumers. Every customer have a perspective different to all forms of transportation layananpada. Whether or not consumers are satisfied with the product will affect the service behavior shown next. The sample used in this study is 100 respondents. The sampling method using purposive sampling. The result show that by using regression (R square)  methods, it can be concluded that tangible of variable positive and significant impact on consumer satisfaction with a significance value (P Value) of 0.308 <0.05. While the reliability of a positive and significant effect on customer satisfaction with a significance value (P Value) of 0.305> 0.05. Assurance significant positive effect on customer satisfaction with a significance value (P Value) of 0.194 <0.05. Responsiveness positive and significant impact on consumer satisfaction with a significance value (P Value) of 0.301> 0.05. For empathy and a significant positive effect on consumer satisfaction with a significance value (P Value) of 0.259> 0.05.

scholarly journals Pengaruh kualitas pelayanan terhadap kepuasan pelanggan jasa BRT Transmusi Palembang

2017 ◽  
Author(s):  
Marismiati ◽  
Hendra Hadiwijaya
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Bus Rapid Transit ◽  
Quality Of Services ◽  
Mass Transportation ◽  
Descriptive Research ◽  
The City ◽  
Research Type

Quality of service is used as a means to achieve competitive advantage. Inimproving the quality of services will lead to a likely customer loyalty and attractnew customers. The city of Palembang introduced the concept of Bus Rapid Transit(BRT). A form of mass transportation by combining the passenger-oriented station.Underlying issue in this research is "how influence service quality to passengersatisfaction BRT services Transmusi Palembang?" Aims to identify and analyze theeffect of service quality on customer satisfaction. The approach used in this study isa survey and descriptive research type on 100 respondents. To test this study usingmultiple regression and t test and F test The results showed that the quality ofservice seen from the 5 dimensions: Tangibles, Reliability, Responsiveness,Assurance and Empathy simultaneously and Persia significant effect on customersatisfaction Transmusi BRT services. Responsiveness is the dimension of servicequality is the most dominant in influencing customer satisfaction.

scholarly journals Analisis Kualitas Pelayanan untuk Meningkatkan Kepuasan Konsumen: Studi Kasus Gold’s Gym Bandung

2019 ◽  
Vol 12 (3) ◽  
pp. 220
Author(s):  
Merita Bernik
Keyword(s):  
Customer Satisfaction ◽  
Consumer Satisfaction ◽  
Secondary Data ◽  
Primary Data ◽  
Quality Of Services ◽  
Quality Service ◽  
Fitness Center ◽  
Descriptive Method ◽  
Cartesian Diagram

Health is the most common thing and becomes the primary need of every human being. One way to keep us healthy is to diligently exercise. There are various kinds of sports that can be done, and there are also many facilities provided for sports. One of the facilities that can be utilized is the fitness center. One fitness center in Bandung has an increasing number of consumers and members. This shows the existence of consumer satisfaction, one of the variable to meet customer satisfaction is the existence of good quality service. The method used in this study is a descriptive method using primary data and secondary data, the data that has been obtained is then processed, analyzed and entered into the Cartesian diagram. The results obtained from the quality of services provided are in a fairly good category and many indicators are included in the B quadrant where quality is considered important as a factor supporting consumer satisfaction.

scholarly journals ANALISIS KEPUASAN KONSUMEN TERHADAP JASA TRANSPORTASI BRT TRANS MUSI KOTA PALEMBANG

2021 ◽  
Vol 16 (2) ◽  
pp. 1-29
Author(s):  
Herry Widagdo ◽  
Faradila Meirisa
Keyword(s):  
Linear Regression ◽  
Consumer Satisfaction ◽  
Sampling Technique ◽  
Quality Of Services ◽  
Service Users ◽  
Descriptive Research ◽  
A Value ◽  
Transportation Service ◽  
Quantitative Descriptive

This research has a purpose to analyze consumer satisfaction of BRT Trans Musi transportation service users in Palembang City. Consumer satisfaction was measured through the quality of services provided by BRT Trans Musi consisting of tangible, empaty, responsiveness, reliability and assurance. This type of research is quantitative descriptive research with data collection through questionnaires distributed to BRT Trans Musi transportation service users. The sampling technique was carried out used purposive sampling with a total samples of 200 respondents using the BRT Trans Musi Palembang transportation service. The analysis of this research used multiple linear regression with the results of the research showed tangible, empathy, responsiveness, reliability and assurance simultaneously very influential on consumer satisfaction of BRT Trans Musi Palembang service in the amount of 48,550. The most dominant variable of service quality influential was Tangible of 5,623 while the empaty variable had no effect with a value of 0,801. This research had a determinant coefficient of 54.4%.

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