scholarly journals Analysis of Increasing Customer Value Through Quality of Service and Consumer Perception (Study of Indomaret Tangerang customers)

2019 ◽  
Author(s):  
Ismayudin Yuliyzar
Keyword(s):  
Quality Of Service ◽  
Data Collection ◽  
Service Quality ◽  
Customer Value ◽  
Consumer Perceptions ◽  
Consumer Perception ◽  
Positive Effect

The development of modern retail has increasing rapidly. The increase in modern retail is influenced by theincreasing number of consumers who want to shop easily and comfortably.The purpose of this study was todetermine the effect of service quality and consumer perceptions of customer value on Indomaret consumers inPermata villa Tangerang. Data collection was obtained from distributing questionnaires and processed usingSPSS software version 24. The sample of this study was 72 respondents of Indomaret villa Permata consumers,the method used was incidental sampling.The results of this study partially address the Service Quality Variable(X1) has a positive effect on Customer Value (Y) because the value of t is 9,656> from t table of 1.66691.Consumer Perception (X2) has a positive effect on Customer Value (Y) because the value of t arithmetic of8.620> of t table of 1.66691. Simultaneously Service Quality Variable (X1) and Consumer Perception (X2) havea positive effect on Customer Value (Y) because the calculated F value of 62.670, with a coefficient ofdetermination of 0.654, or 65.4% is the remainder influenced by factors not researched.

scholarly journals ATMOSPHERE DAN KUALITAS PELAYANAN TERHADAP LOYALITAS PENGUNJUNG CAFE KOPERASI KELUARGA BESAR (KKB) UNIVERSITAS BUNG HATTA

2018 ◽  
Vol 5 (3) ◽  
pp. 171-179
Author(s):  
Nailal Husna ◽  
Daniati Puttri ◽  
Rika Desiyanti
Keyword(s):  
Quality Of Service ◽  
Data Collection ◽  
Service Quality ◽  
Service Loyalty ◽  
Positive Effect

The purpose of this study to analyze the influence of atmosphere, quality of service to the loyalty of visitors Cafe Koperasi Keluarga Besar (KKB) Bung Hatta University. And in terms of data collection techniques used is the method of accidental sampling that is the sample found in Cafe Koperasi Keluarga Besar (KKB) Bung Hatta University. Result of research of variable (H1) atmosphere did not have positive effect to loyalty, while variable (H2) service quality positively influence to loyalty at visitor Cafe Koperasi Keluarga Besar (KKB) Bung Hatta University. Keywords: Atmosphere, Quality of Service, Loyalty

scholarly journals PERSEPSI NILAI PELANGGAN MEMEDIASI PENGARUH KEPERCAYAAN MEREK DAN KUALITAS LAYANAN TERHADAP LOYALITAS PELANGGAN BERBELANJA ONLINE (STUDI KASUS PADA ZALORA ONLINE SHOP)

2018 ◽  
Vol 7 (5) ◽  
pp. 2353
Author(s):  
Dicka Puspita Ayu ◽  
Eka Sulistyawati
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Customer Loyalty ◽  
Customer Value ◽  
Positive Impact ◽  
Analytical Data ◽  
Brand Trust ◽  
Significant Positive Effect ◽  
Positive Effect

ABSTRACT The purpose of this study is the role of customer value perception mediate brand trust and quality of service on customer loyalty online shopping (case study on Zalora Online shop). This research was conducted in Zalora Online shop with analytical data path analysis technique. The number of samples obtained by using non-probability sampling method is 150 respondents. Based on the results of the analysis can be known brand trust has a significant positive effect on customer loyalty. Quality of service has a significant positive effect on customer loyalty. Brand trust has a significant positive effect on the perception of customer value. Quality of service has a significant positive effect on the perception of customer value. The perception of customer value has a significant positive effect on customer loyalty. Customer value perceptions mediate the positive impact of brand trust and service quality on customer loyalty shopping at Zalora Online shop.   Keywords: Customer value, brand trust, service quality, customer loyalty

scholarly journals Customer Loyalty: Quality of Service

2019 ◽  
Vol 3 (1) ◽  
pp. 299 ◽  
Author(s):  
Apri Budianto
Keyword(s):  
Quality Of Service ◽  
Data Collection ◽  
Service Quality ◽  
Customer Loyalty ◽  
Null Hypothesis ◽  
Survey Method ◽  
Working Hypothesis ◽  
Positive Effect ◽  
Loyal Customers

This article focuses on the influence of service quality on customer loyalty to modern market customers. This article is motivated by the increasing number of modern market customers caused by the quality of service that affects the increasing loyalty of customers. The formulation of the problem in this article is how the quality of service influence on customer loyalty. The working hypothesis in this article is: "Service Quality positively affects customer loyalty".The method employed in making this article was done to get a picture of the effect of service quality on customer loyalty to modern market customers. Data were collected through data collection techniques in the field using explanatory survey method. Customer loyalty is influenced by the service quality of 38.30%. This means that customer loyalty is only affected a small portion of service Quality of 38.30%. Thus tcount> ttable was 3.421> 1.667. Then the null hypothesis (Ho) is rejected. This means that service quality has a positive effect on customer loyalty.Service Quality positively affects customer loyalty, meaning the better the quality of service provided the more loyal customers.

scholarly journals ANALISIS FAKTOR-FAKTOR YANG MEMPENGARUHI KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PT. PELINDO II CABANG BENGKULU.

2018 ◽  
Vol 1 (1) ◽  
pp. 1
Author(s):  
Syofian Syofian
Keyword(s):  
Quality Of Service ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Regression Equation ◽  
A Value ◽  
Effect Regression ◽  
Positive Effect ◽  
Variable Quality

This research was conducted to find out and measure the variable quality of service (tangible, reliability, responsiveness, assurance, emphaty) significantly influence customer satisfaction PT. Pelindo II Cab. Bengkulu. The method of data collection is carried out by observation and questionnaire methods. The results showed the dimensions of Tangible service quality (X1), Reability (X2), Responsiveness (X3), Assurance (X4) and Emphaty (X5), together had a positive effect. Regression equation Y = 4.721 + 0.207 X1 + 0.222 X2 + 0.182 X3 + 0.350 X4 - 0.394 X5. F test amounted to 27,221 while F table 2,31, means F-count> F-table (27,221> 2,31). The results show the quality of tangible, reability, responsiveness, assurance, and empathy services together have a positive and significant effect on the variable customer satisfaction. The t test is known to show the Tangibles Variable t count of 3.384. This value is greater than t table (3,384> 1,986). Reliability Variables t count at 3.058 this value is greater than t table (3.058> 1.986). The Responsiveness variable t counts for 1,992 this value is greater than t table (1992> 1,986). Variable Assurance t count at 6,576, this value is greater than t table (6,576> 1,986). Empathy variable has a value of t count of -7,259. This value is greater than t table (-7.259 <1,986)

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

Quality of Services Publishing Record of Fisheries (BPKP) in The Marine and Fisheries Office South Sumatera Province

2018 ◽  
Vol 1 (2) ◽  
pp. 25-32
Author(s):  
Galamda Israk ◽  
Slamet Widodo ◽  
Andy Alfatih
Keyword(s):  
Quality Of Service ◽  
Data Collection ◽  
Service Quality ◽  
Participant Observation ◽  
Secondary Data ◽  
Likert Scale ◽  
Quality Of Services ◽  
Fishing Vessels ◽  
Scale Assessment

ABSTRACT This study aims to determine the quality of service issuance of Proof of Registration of Fishing Vessels (BPKP) in the Department of Maritime Affairs and Fisheries of South Sumatra Province and what factors influence it. Data collection techniques used were the distribution of questionnaires to 60 respondents who were capture fisheries business actors with a Likert Scale assessment, as well as conducting unstructured interviews, non-participant observation and secondary data collection. The dimensions used are tangible, reliability, responsiveness, assurance and empathy. The value of service quality based on tangible dimensions is 4.2 or good, based on the reliability dimension is 4.1 or good, the responsiveness dimension is 4.0 or good, the guarantee dimension is 4.1 or good, and based on the empathy dimension is 4.1 or good. Of all these parameters, it was concluded that the quality of BPKP issuance services in the Department of Maritime Affairs and Fisheries of South Sumatra Province in 2016 was good with a score of 4.1. The conclusion is based on an assessment of an average of 58 respondents or 97.4% of respondents.

scholarly journals The Influence of Price, Quality of Service and Promotions on Customer Satisfaction at Bu Rajab Resto Pancing and Cottage

2021 ◽  
Author(s):  
Rabhi Fathan Muhammad ◽  
Tina Melinda
Keyword(s):  
Quality Of Service ◽  
Data Analysis ◽  
Linear Regression ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Hypothesis Testing ◽  
Positive Impact ◽  
Collection Data

This study was conducted to analyze the influence of price (X1), service quality (X2) and promotions (X3) on customer satisfaction at Bu Rajab Resto Pancing and Cottage. The study used a quantitative approach and was conducted from March to June 2020. Purposive sampling was used. 120 people were included in the research and 97 people were selected as samples. Participants were customers of Bu Rajab Resto Pancing and Cottage who had visited at least 2 times. A questionnaire was used for data collection. Data analysis involved linear regression, hypothesis testing and classical assumption tests, using the SPSS program. Price and service quality had a significantly positive impact on customer satisfaction, but promotions did not. Keywords: price, service quality, promotion, customer satisfaction

scholarly journals PENGARUH KUALITAS LAYANAN TERHADAP LOYALITAS NASABAH MELALUI CITRA PERUSAHAAN SEBAGAI VARIABEL MEDIASI

2018 ◽  
Vol 7 (12) ◽  
pp. 6675
Author(s):  
I Made Deddy Saputra ◽  
I Nyoman Nurcaya
Keyword(s):  
Quality Of Service ◽  
Image Quality ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Customer Loyalty ◽  
Corporate Image ◽  
Analysis Technique

Customer satisfaction is an important element in determining and maintaining and growing the company. To be able to develop loyalty among its customers, banks need to know what factors influence loyalty and assess their performance in these factors. This research was conducted at PT. BPR Bali Dananiaga Denpasar. The number of respondents of this study were 117 respondents. Data collection is done through observation, interview and questionnaire. This research uses instrument test by using path analysis technique. Based on the analysis result found that service quality variable have positive and significant effect to company image. Quality of service has a positive and significant impact on customer loyalty. So the better the service quality of PT. BPR Bali Dananiaga, it will increase customer loyalty in PT. BPR Bali Dananiaga in Denpasar City. Corporate image has a positive and significant impact on customer loyalty. Corporate image proved able to mediate positively and significantly influence between service quality to customer loyalty.

scholarly journals PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PT. SAMUDRA BINTANG ANGKASA TOUR AND TRAVEL BANJARMASIN

2019 ◽  
Vol 5 (1) ◽  
Author(s):  
Dini Puspita
Keyword(s):  
Quality Of Service ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Significant Influence ◽  
Research Method ◽  
Influential Factor ◽  
Sampling Techniques ◽  
Cross Sectional

Abstract: The purpose of this study is to know and analyze the influence of service quality on customer satisfaction at PT Samudra Bintang Angkasa Tour and Travel. The research method used is the analytical survey research method. The approach chosen in this study is the Cross Sectional approach. The population in this study are customers who use the services of PT Samudra Bintang Angkasa Tour and Travel, from August to November 2018. The sample in this study used accidental sampling techniques totaling 60 customers who used the services of PT Samudra Bintang Angkasa Tour and Travel in December 2018. Data collection techniques used questionnaires, documentation, and observation. The results of the study can be concluded that there is a simultaneous significant influence between service quality consisting of Tangible , Reliability , Responsiveness, Assurance and Empathy on Customer satisfaction PT. Samudra Bintang Angkasa Tour and Travel Banjarmasin. There is a partial significant influence between the quality of service consisting of Tangible, Reliability, Responsiveness , and Empathy on Customer satisfaction PT. Samudra Bintang Angkasa Tour and Travel Banjarmasin. Reliability Factoris the most influential factor (predominantly on Customer satisfaction at PT. Samudra Bintang Angkasa Tour and Travel Banjarmasin. Keywords: Service Quality, Satisfaction, Customers Abstrak: Tujuan dari penelitian ini adalah mengetahui dan menganalisis pengaruh kualitas layanan terhadap kepuasan pelanggan pada PT Samudra Bintang Angkasa Tour and Travel. Metode penelitian yang digunakan adalah metode penelitian survey analitik. Pendekatan yang dipilih dalam penelitian ini adalah pendekatan Cross Sectional. Populasi dalam penelitian ini adalah pelanggan yang menggunakan jasa PT Samudra Bintang Angkasa Tour and Travel, dari bulan Agustus sampai dengan November 2018. Sampel dalam penelitian ini menggunakan teknik accidental sampling berjumlah 60 orang pelanggan yang menggunakan jasa PT Samudra Bintang Angkasa Tour and Travel pada bulan Desember tahun 2018. Teknik pengumpulan data menggunakan kuesioner, dokumentasi, dan observasi. Hasil penelitian dapat disimpulkan bahwa ada pengaruh signifikan secara simultan antara kualitas layanan yang terdiri atas Tangible, Reliability, Responsiveness, Assurance dan Empathy terhadap kepuasan Pelanggan PT. Samudra Bintang Angkasa Tour and Travel Banjarmasin. Ada pengaruh signifikan secara parsial antara kualitas layanan yang terdiri atas Tangible, Reliability, Responsiveness, dan Empathy terhadap kepuasan Pelanggan PT. Samudra Bintang Angkasa Tour and Travel Banjarmasin. Faktor Reliability merupakan faktor yang paling berpengaruh (secara dominan terhadap kepuasan Pelanggan PT. Samudra Bintang Angkasa Tour and Travel Banjarmasin. Kata kunci : Kualitas Pelayanan, Kepuasan, Pelanggan

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