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 PENGARUH KUALITAS LAYANAN, KUALITAS FUNGSIONAL, DAN KUALITAS TEKNIKAL TERHADAP KEPUASAN PELANGGAN (STUDI KASUS PADA SUZUKI MEDAN JAYA GROUP JL. KATAMSO NO 78 YOGYAKARTA)

2016 ◽  
Vol 4 (1) ◽  
Author(s):  
Ulfah Yuliana
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Service User ◽  
Technical Quality ◽  
Descriptive Research ◽  
A Value ◽  
Functional Quality ◽  
Research Type

This research aims to determine the effect of service quality , functional quality , and technical quality of the service user customer satisfaction Suzuki motorcycle servicing of Medan Jaya Group Yogyakarta. This research is a quantitative study descriptive research type. There are three independent variables , namely the quality of service, functional quality, and technical quality. While the dependent variable is customer satisfaction. The population in this study is customer of Suzuki Medan Jaya Group service motorcycle Katamso Number 78 Yogyakarta. Sample of 100 respondents using accidental sampling approaches. Based on the analysis of data obtained the following results : There is a simultaneous influence between the variables of service quality, functional quality, and technical quality of the service user customer satisfaction of Suzuki motorcycle servicing Medan Jaya Group Yogyakarta, the significant value of 0.000, with a regression equation Y = 0.148 X1 + 0.576 0.251 X2 + X3. There is a significant effect of the variable quality of service to customer satisfaction of Suzuki Motorcycle Medan Jaya Group Yogyakarta services with t value 2.359 with a significance value of 0.02. There is a significant effect of the variable functional quality to customer satisfaction of Suzuki Motorcycle Medan Jaya Group Yogyakarta services with t value 7.772 with a significance value of 0.000 . There is a significant effect of the variable technical quality to customer satisfaction of Suzuki Motorcycle Medan Jaya Group Yogyakarta services with t value 3.400 with significant value of 0.001 . Great contribution value of 69.4 % while the remaining 30.6 % is influenced by other factors . The results of the analysis using stepwise method showed that the functional quality dimension (X2) has the most dominant effect on customer satisfaction (Y) with a value of 10,017 t and a significant level of 0.000. Key words : quality of service , functional quality , technical quality and customer satisfaction.

scholarly journals PENGARUH KUALITAS LAYANAN DAN KOMPETENSI KARYAWAN TERHADAP KEPUASAN NASABAH ( Studi Kasus pada PT. Bank Tabungan Negara KCP Cibubur )

2018 ◽  
Vol 6 (2) ◽  
Author(s):  
Imam Wibowo, M.Si ◽  
Ekoo Wahyudi.
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Significant Influence ◽  
Qualitative Method ◽  
Probability Method ◽  
Descriptive Research ◽  
Research Type

This research is based on competition for the struggle of customers in the banking world, thus demanding banking companies to compete to attract customers by constantly improving the quality of service and competence of employees who are considered as representative banking companies as a form of satisfaction fulfillment to its customers. The purpose of this study to determine how the influence of Service Quality and Employee Competence to customer satisfaction PT. Bank Tabungan Negara (Bank BTN), either partially or simultaneously. This research used qualitative method with descriptive research type. Sampling is used with non probability method of incidental sampling. The result of the simultaneous research on the quality of service and the competence of the employees is significant to customer satisfaction, partially the quality of service and employee competency also have a significant influence on customer satisfaction. Thus, banks should continue to improve the quality of service and employee competence in order to achieve customer satisfaction and attention to other aspects that add value from customer satisfaction.

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

Customer Loyalty Creation Based On Customer and Trust Satisfaction from Quality of Service in Pt. Pharos Indonesia Branch Denpasar

2018 ◽  
Vol 9 (02) ◽  
pp. 20493-20502
Author(s):  
Ni Ketut Trisna Utami ◽  
I Wayan Sujana ◽  
I Nengah Suardhika
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Equation Model ◽  
Partial Least Square ◽  
Least Square ◽  
Quality Of Services

This study aims to test and analyze service quality, customer satisfaction, trust and customer loyalty. This research was conducted at PT. Pharos Indonesia Denpasar Branch with research population is outlet that make purchasing, sample used 100 units with purposive sampling method. All data obtained from questionnaires are suitable for use, then analyzed using structural equation model based on variance analysis known as Partial Least Square (PLS). The results showed that the better the quality of service provided to customers, it will have a better impact on improving customer satisfaction, the better the quality of services provided to customers, it will have an impact on increasing trust customers, the more satisfied customers will have an impact on the increase of customer loyalty, the higher the trust the customer will have an impact on increasing customer loyalty, the more satisfied customers will have an impact on increasing trust customers and the better quality of services provided to customers will have an impact on increased customer loyalty. The implication of this research is that service quality can be improved by considering reliability, customer satisfaction can be improved by paying attention to customer satisfaction to the whole product. Trust can be improved by taking into account competence and customer loyalty can be improved by paying attention to make purchases regularly.  

scholarly journals THE INFLUENCE OF BRAND IMAGE AND SERVICE QUALITY ON CUSTOMER LOYALTY THROUGH CUSTOMER SATISFACTION IN. BOSOWA BERLIAN MOTORS IN THE CITY OF MAKASSAR

2020 ◽  
Vol 3 (4) ◽  
pp. 136-145
Author(s):  
Andi Nur Ichsan Alqadri ◽  
Abdul Rahman Kadir ◽  
Nuraeni Kadir
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Brand Image ◽  
Partial Least Square ◽  
Least Square ◽  
Business World ◽  
Pls Analysis ◽  
The City

Today the competition in the business world is getting tighter, this is indicated by the number of competing companies that have sprung up that are engaged in the same type of business in capturing the market so that consumers buy the products offered and try to keep their customers so as not to turn to the same product from different companies. This study aims to analyze the effect of Brand Image and service quality on customer satisfaction, Brand Image and service quality on customer loyalty, the effect of customer satisfaction on customer loyalty, the influence of brand image and service quality on customer loyalty through customer satisfaction at PT. Bosowa Berlian Motor in Makassar city. To implement these objectives, data collection techniques are used through observation, questionnaires and documentation, using the Partial Least Square (PLS) analysis method. The results of the study found that brand image and service quality had a positive and significant effect on customer satisfaction. Brand image and service quality have a positive and significant effect on customer loyalty. Customer satisfaction has a positive and significant effect on customer loyalty. Customer satisfaction can partially mediate between brand image and service quality on customer loyalty. It can be indicated that the better the quality of service, the more satisfied the customer will be, thus impacting customer loyalty.

scholarly journals Quality of services and prices in promoting customer satisfaction and customer loyalty services of container transportation facilities. Case Study at PT. Yang Ming Shipping Indonesia

2021 ◽  
Vol 21 ◽  
pp. 645-660
Author(s):  
Dhanang Suryo Kusumo ◽  
Didik J. Rachbini ◽  
Endi Rekarti
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Secondary Data ◽  
Primary Data ◽  
Quality Of Services ◽  
Container Transportation ◽  
Improve Service Quality

The study is aimed to determine the effect of the quality of service , price to encourage the satisfaction of customers and loyalty of customers the services of a means of conveyance crate packing . Customers from PT. Yang Ming Shipping Indonesia was taken as the respondent , both primary and secondary data were used in the study . Secondary data is taken from various sources such as journals , books and other data . Primary data was collected using a questionnaire which was distributed to the target respondents . Using the technique of accidental sampling, a total of respondents who collected a number of 140 respondents . Path analysis is applied in this study . The results show that service quality has a significant effect on customer satisfaction . Price has a positive and significant effect on customer satisfaction . and d itemukan that the quality of services has the effect of significantly towards consumers loyal. Price memilikipenagruh positive and significant to consumers loyal, things were equally found their influence posiif and exhibited significantly that occur between the satisfaction of customers to consumers loyal. At the level of managerial , research is giving a donation to the PT. Yang Ming Shipping Indonesia, to improve service quality and price if you want customer satisfaction and customer loyalty to increase .

scholarly journals UPAYA RUMAH MAKAN PADANG DALAM MENCIPTAKAN KEPUASAN PELANGGAN

2018 ◽  
Author(s):  
ARSYI KHARISMA ◽  
Prima Sukmadianti Putri
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Service Sector ◽  
Quality Of Services ◽  
Good Service ◽  
Services Sector ◽  
Quality Dimension ◽  
The City

The rapid growth of the services sector in the service sector is often followed by the low quality of services provided. Many consumers complain about the low quality of services they receive, this is because many companies engaged in services that do not understand about the importance of customer satisfaction. Based on the condition of the field, the researcher wants to know the quality of service that influence the satisfaction of the consumer. The service or service given is based on the service quality dimension consisting of responsiveness, reliability, assurance, empathy and physical evidence. This research is trying to lift Rumah Makan Padang Sabana Murah which located on Jl. Nologaten, Depok, Sleman, Yogyakarta because this restaurant is one of the companies engaged in services that prioritize customer satisfaction, Rumah Makan Padang can represent one of many great Rumah Makan Padang that have good service quality that exist in the city of Yogyakarta and the interest of customers about Padang’s Cuisine in terms of quality of service is quite good and friendly and associated with customer satisfaction.The purpose of this research is to know the efforts which made especially in Rumah Makan Padang in order to create satisfaction of customers

Customer’s satisfaction on service quality at Vietnam Technological and Commercial Joint Stock Bank – An Giang Branch

2020 ◽  
Vol 4 (3) ◽  
pp. First
Author(s):  
Tran Minh Hieu ◽  
Nguyen Duong Ngoc Mai Chi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Test Method ◽  
Quality Of Services ◽  
Factors Affecting ◽  
Factors Influencing ◽  
Alpha Reliability ◽  
Survey Results ◽  
Development Orientation

This study applied SERVQUAL scale of Parasuraman et al to measure factors affecting customer satisfaction on service quality at Vietnam Technological and Commercial Joint Stock Bank - An Giang Branch (Techcombank An Giang). The study was conducted to survey 207 customers who have been using the service at Techcombank An Giang. The survey results were analyzed by the Cronbach's Alpha reliability test method, then used Exploratory factor analysis (EFA) to verify and evaluate the scale of service quality. The results of the regression analysis show that customer's satisfaction about service quality at Techcombank An Giang includes four factors: The factor with the highest level is the Empathy with Beta = 0.253, the second of factor is the Responsibility with Beta = 0.248, ranked third in the influence level is the Tangible with Beta = 0.235, and the lowest impact level is the Reliability with Beta = 0.144. The research also uses statistical methods to describe and test the differences of demographic factors with customer's satisfactionon service quality.The analysis results show that there is no difference between customer's satisfaction on service quality and factors such as gender, age, income, number of transaction banks, regular transaction banks, and time to use the service at Techcombank An Giang. Through the research results, the author would like to propose some ideas to improve the quality of services, thereby attracting new customers and importantly, keeping traditional customers because the development orientation of Techcombank is to take care of old customers to cross sell other products of the bank. The Stud results offer a basis for the branch to identify the factors influencing customer satisfaction on their service quality, thereby having an appropriate strategy to improve customer satisfaction.

scholarly journals The Influence of Service Quality, Price, and Environment on Customer Loyalty in the Restaurant's Industry: The Mediating Role of Customer Satisfaction

2021 ◽  
Vol 7 (1) ◽  
pp. 143-154
Author(s):  
Danish Ali ◽  
Mohammad Alam ◽  
Hazrat Bilal
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Positive Association ◽  
Restaurant Industry ◽  
Capital City ◽  
Mediating Role ◽  
Service Fairness

The purpose of this research is to examine the influence of service quality (SQ), Price (P) and Restaurant Environment (RE) on customer loyalty (LOY), via the mediating role of customer satisfaction (SAT) in the context of the restaurant industry in the capital city of Pakistan (Islamabad). Five hundred questionnaires were distributed at various restaurants in a different location at Islamabad, and 385 were returned. Multiple Regression Analysis was used to test hypothesis relationships. The outcome of this research shows that SQ, Pand RE have a positive association with the SAT. In contrast, customer satisfaction also leads to customer loyalty. Moreover, customer satisfaction significantly mediates the association among SQ, P, RE, and customer loyalty. The restaurant operators need to consider that good quality of service, fairness in price, pleasant and attractive restaurant the environment can increase customer satisfaction, which often contributes to customer loyalty.

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