scholarly journals THE EFFECT OF SERVICE QUALITY ON CUSTOMER SATISFACTION IN GENIO MANADO HOTELS

2020 ◽  
Vol 1 (1) ◽  
pp. 43
Author(s):  
Hartini Pop Koapaha
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Significant Influence ◽  
Test Validity ◽  
Likert Scale ◽  
Positive Influence ◽  
The Other ◽  
Reliability Test ◽  
Validity Test ◽  
Individual Variable

The purpose of this research is to explain the variables which influence customers satisfaction at Genio Hotel Manado.  The service quality like tangible, reliability, responsiveness, assurance and empathy influence the customers satisfaction.  The data were taken from the guests who stay in Genio Hotel for March – May 2018.  There were 120 respondences were taken and the data were analyzed by utilizing SPSS 16 to be analyzed by using Reliability Test, Validity Test, Multicollinearity Test and Heteroskedasticity Test, Analisis corelation, Coefficient determinant, Significant and Hypothesis in Likert Scale rating.  The result of this research showed that there was significant influence of tangible, reliability, responsiveness, assurance and empathy of customers satisfaction.  And for individual variable, tangible was the strongest variable influenced the customers satisfaction, and the second was responsiveness, reliability, and assurance but variable empathy was no significant influence to the customers satisfaction.  The result showed that 78,6% was positive influence of the customers satisfaction and the rest 21,4% was from the other variable that were not in the area of this research. Tujuan dari penelitian ini adalah untuk menjelaskan variabel-variabel yang mempengaruhi kepuasan pelanggan di Genio Hotel Manado. Kualitas layanan seperti buki fisik, keandalan, daya tanggap, jaminan dan empati mempengaruhi kepuasan pelanggan. Data diambil dari para tamu yang menginap di Genio Hotel untuk bulan Maret - Mei 2018. Ada 120 responden yang diambil dan data dianalisis dengan menggunakan SPSS 16 untuk dianalisis dengan menggunakan Uji Reliabilitas, Uji Validitas, Uji Multikolinieritas, dan Uji Heteroskedastisitas, Analisis korelasi, Penentu Koefisien, Signifikan dan Hipotesis dalam penilaian Skala Likert. Hasil penelitian ini menunjukkan bahwa ada pengaruh yang signifikan antara bukti fisik, keandalan, daya tanggap, jaminan dan empati terhadap kepuasan pelanggan. Dan untuk variabel individu, bukti fisik adalah variabel terkuat yang mempengaruhi kepuasan pelanggan, dan yang kedua adalah daya tanggap, keandalan, dan jaminan tetapi variabel empati tidak berpengaruh signifikan terhadap kepuasan pelanggan. Hasil penelitian menunjukkan bahwa 78,6% adalah pengaruh positif dari kepuasan pelanggan dan sisanya 21,4% dari variabel lain yang tidak termasuk dalam wilayah penelitian ini.

scholarly journals Analisis Pengaruh Kualitas Pelayanan Terhadap Kepuasan Konsumen Di Rumah Makan Wong Solo Cabang Lampriet Banda Aceh

2021 ◽  
Vol 2 (1) ◽  
pp. 54-65
Author(s):  
Yulindawati Yulindawati ◽  
Marwiyati Marwiyati ◽  
Rudi Ramadhan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Significant Influence ◽  
The Other ◽  
Service Reliability ◽  
Improve Performance ◽  
Physical Evidence ◽  
Quality Aspects ◽  
Simultaneous Influence ◽  
Banda Aceh

The results of the study found that there was a simultaneous influence on aspects of service reliability, responsiveness, assurance, empathy, and physical evidence  on customer satisfaction. Partially, only the responsiveness aspect has an insignificant effect, the other four aspects have a significant influence. The influence of service quality aspects on customer satisfaction is 42.6% and the rest is 57.4%, influenced by other factors outside the variables of this study. Seeing the aspect of responsiveness that is not significant, it is recommended that management improve performance on the aspect of responsiveness to be more alert and fast in providing services to customers.

scholarly journals The Influence of Promotion Intensity toward the Increasing of Rice Selling at Sulselbar Regional Division of Bulog Company In Makassar

2021 ◽  
Vol 2 (2) ◽  
pp. 51
Author(s):  
Allamah Al Hasanah ◽  
Muhammad Guntur ◽  
Aris Baharuddin
Keyword(s):  
Data Analysis ◽  
Significant Influence ◽  
Test Validity ◽  
Coefficient Of Determination ◽  
Reliability Test ◽  
Validity Test ◽  
Regional Division ◽  
Home Food ◽  
Independent Variable ◽  
Good Percentage

Promotion Intensity Influence Toward The Increasing Of Rice Selling At Sulselbar Regional Division Of Bulog Company In Makassar. This research was conducted to know the promotion intensity influence toward the increasing of rice selling. Independent variable in this research was the promotion intensity and dependent variable was the increasing of rice selling at Sulselbar Regional Division of Bulog Company in Makassar. The sample in this study was Bulog partner, namely Sahabat RPK (Rumah Pangan Kita) or Our Home Food. Total number of the partners was 152 people and all of them applied Slovin sample theory. Data analysis in this research used SPSS 25 and for technique analysis, the researcher chose reliability test, validity test, classical assumption test, and inferential statistical analysis.The result of this research showed that in promotion intensity variable (X) indicated a very good trend for each indicator. Furthermore, the sales variable (y) showed a very good percentage and there was a significant influence between the intensity of promotion on the increasing of rice selling. It was proven by the result of coefficient analysis with a significance value of 0.000 < 0.05 and also the coefficient of determination (R2) 0.504 or 50.4 percent which indicated that the coefficient of determination model was good and has a positive correlation.

FAKTOR-FAKTOR YANG MEMPENGARUHI KEPUASAN KONSUMEN TERHADAP LAYANAN PAYMENT POINT ONLINE BANK (PPOB)

2019 ◽  
Vol 3 (2) ◽  
pp. 480
Author(s):  
Annisah A Datuamas
Keyword(s):  
Regression Analysis ◽  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Test Reliability ◽  
Reliability Test ◽  
Validity Test

This study aims to analyze the factors that influence customer satisfaction with the payment of electricity and water bills for PDAMs at PT Nusa Mandiri. Methods of collecting data using a questionnaire distributed to 100 consumers of PT. Nusa Mandiri Berau District. The analysis tools used are Validity Test, Reliability Test, Multiple Linear Regression Analysis, t Test and F Test. The results of this study indicate that the factors that have a significant ef ect on customer satisfaction are Service Quality, Responsiveness, Empathy, Tangible. Whereas reability and assurance do not significantly influence customer satisfaction.

scholarly journals Pengaruh Strategi Pemasaran, Kualitas Pelayanan Dan Nilai Nasabah Terhadap Kepuasan Nasabah Pada Pt. Bank Capital Indonesia Tbk Cabang Wisma Kodel

2019 ◽  
Vol 27 (1) ◽  
pp. 80-99
Author(s):  
Olivia S Nelwan ◽  
Tia Artika
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Marketing Strategy ◽  
Significant Influence ◽  
Customer Value ◽  
Quantitative Model ◽  
Test Reliability ◽  
Reliability Test ◽  
Bank Capital ◽  
Validation Test

The objectives of this research are to know about the influence of marketing strategy, service quality and customer value to customer satisfaction in PT Bank Capital Indonesia, Tbk, Wisma Kodel Branch. This research is using quantitative model. The research used 96 samples by distributing questionnaire which consist of 28 questions and the answer of the respondent is analyzed by using SPSS 22. In validation test, reliability test, and classic assumption test, the regression expression is as follow : Y = 0.593 + 0.101 X1 + 0.462 X2 + 0.496 X3 which is the customer satisfaction (Y) variable, marketing strategy variable (X1), service quality variable (X2) and customer value variable (X3). T test shows that the marketing strategy doesn’t have significant influence to customer satisfaction. Whereas, service quality has significant influence to customer satisfaction and customer value has significant influence to customer satisfaction. The F test shows that marketing strategy, service quality, and customer value are simultaneous effecting significantly to customer satisfaction.

scholarly journals The Effect of Service Quality, Product Quality, Experimental Marketing and Location by Intervening Consumer Satisfaction on McDonald's Repurchase Interest in the Green Garden Kedoya Branch

2021 ◽  
Vol 4 (1) ◽  
pp. 53-67
Author(s):  
Lia Amalia ◽  
Pradana Putra
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Product Quality ◽  
Significant Influence ◽  
Consumer Satisfaction ◽  
Positive Influence ◽  
Experiential Marketing ◽  
Purchasing Intention ◽  
Quality Product

This study aims to determine the effect of Service Quality, Product Quality, Experiential Marketing and Location as a independent variable by Intervening Consumer Satisfaction on Purchasing Intention  as a dependent variable at McDonald's Green Garden Kedoya Branch. The method of analysis used in this research is Path Analysis or path analysis. The results of this study indicate that service quality has a positive influence on customer satisfaction, while product quality has no effect on customer satisfaction. Experiential marketing has a positive and significant influence on customer satisfaction, as well as location which has a positive influence on customer satisfaction. Service quality does not have a positive effect on repurchase interest, but product quality has a positive and significant impact on consumer repurchase interest. Meanwhile, experiential marketing also does not have a positive influence on consumer Repurchase Interest, location has a positive and significant influence on consumer Repurchase Interest

PENGARUH JASA PELAYANAN FREIGHT FORWARDING TERHADAP KEPUASAN PELANGGAN

2018 ◽  
Author(s):  
Andar Sri Sumantri ◽  
Radix Nugrahanto
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Secondary Data ◽  
Sampling Technique ◽  
Positive Influence ◽  
Linear Regression Equation ◽  
Independent Variables ◽  
Freight Forwarder ◽  
Freight Forwarding ◽  
A Company

<p>Customer is an important factor for the survival of a company. At a time, company sometimes didn’t know the level of customer satisfaction. If the company continues with this situation, the company would not know the next strategies to develop the company. There are many factors that connected with customer such as trust, facility and service quality. This research objective is to analyze if there is a positive influence, both individually and simultaneously between independent variables which are trust, facility and service quality to the dependent variable which is customers. In this research the object are the customers of PT Panah Persada Logisindo Semarang. The data sources are primary and secondary data using sampling technique of 80 respondents. The results of multiple linear regression equation show that there is a positive influence and partial significant between (t= 3,543 &gt; ttebal = 1, 99167) Trust, (t=4,976 &gt;ttebal=1,99167 ) Facility and (t =3,908 &gt; ttebal= 1, 99167) Service Quality effected by customer satisfaction.</p><p><strong>Keywords: Trust, Facility, Service Quality, Customer Satisfaction</strong></p><p>Kepuasaan Pelanggan merupakan faktor penting terhadap kelangsungan hidup sebuah perusahaan. Masalah yang dihadapi perusahaan saat ini berkaitan dengan tidak diketahuinya kepuasaan Pelanggan setiap tahun, Jika ini dibiarkan terus menerus, perusahaan tidak dapat menentukan strategi untuk meningkakan kepuasaan pelanggan. Ada banyak faktor yang mempengaruhi Kepuasaan Pelanggandipengaruhi oleh kepercayaan, fasilitas dan Kualitas Pelayanaan. Perumusan masalah, tujuan penelitian dan hipotesis pada latar belakang masalah dan tujuan penelitian ini untuk menganalisis adakah pengaruh yang positif baik secara individual dan simultan antara variabel independen yaitu kepercayaan, fasilitas, kualitas pelayanaan terhadap variabel dependen yaitu Kepuasaan Pelanggan. Pada penelitian ini obyek yang diambil pengguna jasa Freight forwarder PT Panah Persana Logisindo Semarang Sumber data meliputi data primer dan sekunder. Sampel pada penelitian ini adalah 80 responden teknik sampling yang digunakan seluruh populasi dijadikan sample. Berdasarkan hasil penelitian dan analisis berganda dihasilkan persamaan : Hasil persamaan regresi linear berganda menunjukkan bahwa ada pengaruh yang positif dan signifikan secara parsial antara ( t hitung = 3,543&gt; t tabel = 1,99167) kepercayaan, (t hitung4,976 &gt; t tabel =1,99167) Fasilitas ( t hitung = 3,908&gt; t tabel = 1,99167) Kualitas pelayanaan terhadap Kepuasaan Pelanggan.</p><p><strong>Kata kunci : Kepercayaan, Fasilitas, Kualitas Pelanggan. Kepuasaan Pelanggan</strong></p>

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

Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah dan Loyalitas Nasabah Tabungan Britama Pada PT. Bank Rakyat Indonesia (Persero) Tbk Cabang Samarinda

2020 ◽  
Vol 8 (3) ◽  
pp. 199
Author(s):  
Poppy Alvianolita Sanistasya
Keyword(s):  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Data Collection Methods ◽  
Savings Accounts ◽  
Collection Methods

This study aims to determine: (1) the effect of service quality on customer loyalty; (2) the effect of service quality on customer loyalty; (3) the effect of satisfaction on customer loyalty. The type of research (explanatory effect). Samples of 110 respondents of savings accounts in BRI branch Samarinda. This study uses survey methode and data collection methods using questionnaires. Analysis of data used path analysis. Results of the path analysis can be seen that: (1) service quality variable have a significant effect on customer satisfaction variable; (2) service quality variable have a significant influence on customer loyalty variable; (3) customer satisfaction variable do not have a significant effect on customer loyalty variable.

Pengaruh Kualitas Pelayanan, Harga, dan Promosi Terhadap Kepuasan Pelanggan pada PT. Benua Trans Maju Bersama Cabang Medan

2021 ◽  
pp. 88-93
Author(s):  
Nurmaidah Ginting ◽  
Mila sari Br Ginting ◽  
, Ine Selvia Br Tarigan
Keyword(s):  
Regression Analysis ◽  
Data Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Significant Influence ◽  
Quantitative Research ◽  
Analysis Model ◽  
Validity And Reliability ◽  
Normality Test ◽  
Sample Test

in this study is to find out how the influence of service quality, price and promotion on customer satisfaction with the aim of testing and analyzing the effect of service quality, price and promotion on customer satisfaction at PT. Benua Trans Maju Bersama Cabang Medan. The research was started in October 2020 – May 2021. In this study, the researcher used quantitative research techniques with the type of research being descriptive quantitative and the nature of the research was descriptive explanatory research. The population in this study were all customers has 223 customers. where validity and reliability were first tested in order to determine whether a questionnaire was valid or not, and researchers did it to 30 customers and the rest were 143 customers as a sample test. Then it is processed using the classical assumption test which includes: normality test, multicollinearity test, and heteroscedasticity test. The data analysis model in this study uses multiple regression analysis. The conclusion from the results of this study is that there is a service quality partially positive and significant effect on customer satisfaction. The price partially positive and significant effect on customer satisfaction. Promotion positive and significant effect on customer satisfaction Simultaneously the variables of service quality (X1), price (X2) and promotion (X3), there is a positive and significant influence on customer satisfaction (Y).

scholarly journals Research on the Influence of E-commerce service quality of fresh Agricultural products on customer satisfaction

2020 ◽  
Vol 189 ◽  
pp. 01022
Author(s):  
Xu xin ◽  
Chen jiaying
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Significant Influence ◽  
Online Reviews ◽  
Service Level ◽  
Competitive Advantages ◽  
Web Crawler ◽  
Evaluation Indexes ◽  
Healthy Development

Analyzing the influence of service quality on customer satisfaction can help fresh e-commerce enterprises to better understand their own service level, formulate better service strategies and improve their competitive advantages, so as to promote the sustainable and healthy development of fresh e-commerce industry. In this paper, first of all, with the aid of web crawler, acquisition of jingdong mall fresh category contains fruit, vegetables, meat and seafood aquaculture 4 products on the number of online comments and evaluation star, and word frequency statistics and extract the data collected from online reviews of consumers to pay attention to the quality of service measures, after using qualitative analysis software - NVivo coding and grade, finally, the variable of descriptive statistics, correlation analysis and regression analysis. The results show that the tangibility, reliability, empathy and responsiveness of service quality have significant influence on customer satisfaction, and other evaluation indexes of guarantee quality have significant influence on customer satisfaction except delivery.

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