scholarly journals Kualitas Mobile Banking Terhadap Kepuasan Nasabah Bank BRI (Studi Pada Pengguna BRI Mobile di Kota Depok)

2020 ◽  
Vol 7 (1) ◽  
pp. 24-31
Author(s):  
Ratnawaty Marginingsih
Keyword(s):  
Customer Satisfaction ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Mobile Banking ◽  
Banking Efficiency ◽  
Banking Services ◽  
Descriptive Research ◽  
Utilization Of Technology ◽  
Financial Transactions

Abstract  - The utilization of technology in the banking industry such as mobile banking or often referred to as m-banking provides convenience in financial transactions. There are services on mobile banking, covering payments transfer, history, and others.The use of mobile banking services in cell phones allow that customers can more easily to run their banking activities indefinitely space and time.This study aims to determine the effect of the quality of mobile banking services on BRI Bank customer satisfaction in the city of Depok. A total of 100 respondents were surveyed online using the convenience sampling method. The form of research used is descriptive research with a quantitative approach. The data is processed using multiple linear regression analysis. The results of this study are obtained partially and simultaneously the quality of service using the variables reliability and responsiveness, assurance and security, convenience in banking, mobile banking efficiency and easy to use on customer satisfaction to obtain positive and significant results. This shows that good service is one of the keys to the success of an organization Keywords : Service Quality, Customer Satisfaction, Mobile Banking

scholarly journals Tingkat Islamic Financial Literacy dan Penggunaan Fintech Terhadap Financial Inclusion UMKM Kawasan Pondok Pesantren di Kota Jombang

2020 ◽  
Vol 5 (2) ◽  
pp. 127
Author(s):  
Lik - Anah
Keyword(s):  
Financial Literacy ◽  
Financial Services ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Boarding School ◽  
Multiple Linear Regression Analysis ◽  
Financial Inclusion ◽  
Banking Services ◽  
Financial Transactions

The UMKM in Islamic Boarding School area continue to experience an increase in financial transactions in line with the increase in banking financial services, especially Islamic banking financial services, for example: BPRS, Syariah Bank, BMT and Micro Waqf Banks which are located around the area. The purpose of this study is to find out the level of Islamic financial literacy and the use of Fintech of UMKM in the Islamic boarding school area in Jombang. This is based on the data that the number of research is included in associative research with purposive sampling technique of all UMKM which are located in the Islamic boarding school area in Jombang, with the criteria of UMKM which have used Fintech services and banking services as the requirement in the area of financial inclusion. The method used in this research is multiple linear regression analysis which is strengthened by qualitative analysis to find out the quality of financial inclusion. The results showed that Islamic financial literacy has a positive and significant effect on financial inclusion. The use of Fintech has a positive and significant effect on UMKM financial inclusion. Islamic financial literacy and the use of Fintech have a positive and significant effect on the financial inclusion of UMKM in the Islamic boarding school area in Jombang city.

scholarly journals Pengaruh Kualitas Pelayanan, Reputasi Perusahaan, Dan Kepuasaan Nasabah Dalam Menciptakan Loyalitas Nasabah Pada Penggunaan Mobile Banking Di Pt Bank Xyz

2019 ◽  
Vol 3 (3) ◽  
Author(s):  
Octario Edo Setyawan Dan Anas Lutfi
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Positive Impact ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Primary Data ◽  
Mobile Banking ◽  
Cross Sectional

This study aims to analyze the quality of service, reputation and loyalty of customers to mobile banking user loyalty at Bank XYZ. In addition, it can provide valuable input for customers in maintaining and improving service quality and customer satisfaction. This research uses qualitative methods and is included in survey research. Data to be used is the primary data obtained through the distribution of questionnaires. This, in this study is a Bank XYZ loan. The number of surveys will be conducted on 122 people who have used mobile banking at Bank XYZ. According to Aritonang (2007), the minimum number of respondents is 5 times from the question point, that is 5 x 22: 110 obtained from the number of respondents is 122. The research period is cross sectional where the data is done at one time. Time is done in the period April - May 2018. Data analysis is done using statistical analysis with multiple linear regression analysis with the help of SPSS program version 24.00. The results showed that customer satisfaction and satisfaction proved to have positive and positive impact on customer loyalty at PT Bank XYZ. Quality of service and customer satisfaction is very influential as much as 61.6% of customer loyalty. The company's reputation proved to have no effect on customer loyalty in PT Bank XYZ because it has a sig value> 0.05.

scholarly journals PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN PELANGGAN BENGKEL CAHAYA TERANG DI BUNGKU TENGAH

2020 ◽  
Vol 5 (3) ◽  
pp. 251-264
Author(s):  
Mohammad Sandy Andi Andi Koro ◽  
Maskuri Sutomo ◽  
Farid Farid
Keyword(s):  
Customer Satisfaction ◽  
Sampling Method ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Primary Data ◽  
Quality Of Services ◽  
Variable Effect ◽  
Descriptive Research ◽  
Physical Evidence

This research aims to find out and analyze the influence of the quality of services towards customer satisfaction workshop of Cahaya Terang. This type of descriptive research is causal, using the technique of sampling method of accidental sampling. Data collection was done by disseminating a questionnaire to 90 people or respondents who coincidentally met in the workshop of CahayaTerang. Primary Data obtained from the results of the responses of the respondents through questionnaires, observation and dissemination. Analysis tools are used multiple linear regression analysis to test the variable with the help of the program SPSS Version 16.0. The results showed that the quality of service of influence simultaneously towards customer satisfaction. Physical evidence of the influential variables are partial and significantly to customer satisfaction. Variable reliability effect partially but not significant toward customer satisfaction. The variable responsiveness effect partially but not significant toward customer satisfaction. Influential guarantee partially variable and significantly to customer satisfaction. Empathy and variable effect in partial and significantly to customer satisfaction. Penelitian ini bertujuan untuk mengetahui dan menganalisis pengaruh kualitas layanan terhadap kepuasan pelanggan bengkel cahaya terang.Jenis penelitian ini adalah deskriptif kausal, dengan menggunakan teknik pengambilan sampel metode accidental atau convenience sampling.Pengumpulan data dilakukan dengan menyebarkan kuesioner kepada 90 orang atau responden yang secara kebetulan bertemu di bengkel Cahaya Terang.Data primer diperoleh dari hasil tanggapan responden melalui penyebaran kuesioner, dan observasi.Alat analisis yang digunakan adalah analisis regresi linear berganda untuk menguji variabel dengan bantuan program SPSS Versi 16.0. Hasil Penelitian menunjukkan bahwa kualitas layanan berpengaru secara simultan terhadap kepuasan pelanggan.Variabel bukti fisik berpengaruh secara parsial dan signifikan terhadap kepuasan pelanggan.Variabel kehandalan berpengaruh secara parsial tetapi tidak signifikan terhadap kepuasan pelanggan.Variabel daya tanggap berengaruh secara parsial tetapi tidak signifikan terhadap kepuasan pelanggan.Variabel jaminan berpengaruh secara parsial dan signifikan terhadap kepuasan pelanggan.Variabelempati berpengaruh secara parsial dan signifikan terhadap kepuasan pelanggan.

PENGARUH KUALITAS LAYANAN DAN NILAI PELANGGAN TERHADAP KEPUASAN PELANGGAN TOKO SERBA ADA MATAHARI DI PONDOK GEDE PLAZA KOTA BEKASI

2017 ◽  
Vol 5 (3) ◽  
Author(s):  
Drs. Iwan Kurniawan Subagja, SE., MM. ◽  
Adista Fitriani
Keyword(s):  
Regression Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Value ◽  
Research Study ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Analysis Technique ◽  
Study Population

Business competition is currently increasingly stringent requires that marketers develop marketing strategy that is telling. Companies that win business competition can solidify the company's position to survive in the future. This research study aims to analyze the effect of service quality and customer value on customer satisfaction of Multipurpose Shop Matahari in Pondok Gede Plaza simultaneously and partially. The study population is all customers of multipurpose store Matahari. This research uses multiple linear regression analysis technique, with survey data and questionnaire to 130 respondents. The results of this study indicate that the quality of service and customer value positively and significantly affect the customer satisfaction, service quality and customer value positively and partially significant to customer satisfaction.

scholarly journals The Influence of the Dimensions of Service Quality on Customer Satisfaction at Hotels in Batu City, Indonesia

2017 ◽  
Vol 2 (3) ◽  
pp. 67-72
Author(s):  
Ludfi Djajanto
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Market Competition ◽  
Linear Regression Analysis ◽  
Original Data ◽  
Multiple Linear Regression Analysis ◽  
Jel Classification ◽  
Dominant Dimension ◽  
Analysis Technique

Objective - The number of hotels in both urban or in tourism areas has increased quite rapidly. The success and sustainability of hotel businesses is largely determined by their marketing strategy and the quality of services they provide to their customers. In choosing a hotel, customers consider both the physical appearance of the hotel as well as the quality of service provided. The rapid increase in hotels in Indonesia necessarily increases competition in the hotel industry and the rules surrounding market competition become quite strict. The aim of this research is to determine the influence of the dimensions of service quality (tangibility, reliability, responsiveness, assurance, and empathy) on customer satisfaction and to identify the most dominant dimension in terms of customer satisfaction. Methodology/Technique - The research studied 110 respondents who have stayed in several hotels located in Batu, Indonesia. The data was collected using purposive sampling techniques using questionnaires. The data analysis technique used in this research was multiple linear regression analysis. Findings – Based on the results of this research, it is concluded that the dimensions of service quality (tangibility, reliability, responsiveness, assurance, empathy) have a significant influence on customer satisfaction. In addition, the service quality dimension that has the most dominant influence on customer satisfaction is assurance. Novelty - The research supported by original data and contribute to the literature in the context of Indonesia. Type of Paper - Empirical Keywords: Service Quality; Tangibility; Reliability; Responsiveness; Assurance; Empathy; Customer Satisfaction. JEL Classification: L15, M10, M30.

scholarly journals ANALISIS PENGARUH KUALITAS PRODUK, KUALITAS LAYANAN DAN HARGA TERHADAP KEPUASAN KONSUMEN (Studi Kasus Pada Konsumen Industry/ Toko Bakery di Kota Bengkulu)

2019 ◽  
Vol 13 (1) ◽  
pp. 71-85
Author(s):  
Herry Nofrianda
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Descriptive Analysis ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
Primary Data ◽  
Quality Service ◽  
Descriptive Research

Abstract: The objective of this research is to analyze the effect of product quality, service quality and price toward customer satisfaction on industry/ bakery shop in the Bengkulu city. This study is a descriptive research which aims to clarify the relationship or influence that exist between the variables studied. The type of data used a primary data that is collected from questionnaires. Respondents of this study is the customer industry/ bakery shop in Bengkulu city as many 2400 people were taken with the judgemental (purposive sampling) technique. The methods of data analysis used are descriptive analysis by using the mean, frequency distribution table and multiple linear regression analysis.  Based on the analysis, the result that the simultaneously product quality, service quality, and price is significantly impact on customer satisfaction industry/bakery shop in the Bengkulu city. The next in partial product quality and service quality is positively and significantly impact on customer satisfaction industry/bakery shop in the Bengkulu city, while the price is negative and significantly impact on customer satisfaction industry/ bakery shop in the Bengkulu city.Keyword: service, quality, satisfaction, bakery. 

scholarly journals Klasifikasi Atribut Pelayanan Mobile Banking dengan Kano Model Berdasarkan Dimensi E-Servqual

2018 ◽  
Vol 2 (2) ◽  
pp. 77
Author(s):  
Imam Safi'i
Keyword(s):  
Customer Satisfaction ◽  
Mobile Banking ◽  
Kano Model ◽  
Banking Services ◽  
One Dimensional ◽  
Model Method ◽  
Dimensional Classification ◽  
Fast Application

This study aims to determine the classification of mobile banking services that improve customer satisfaction based on the dimensions of E-Servqual using the Kano Model method. The classification is needed so that the banks were able to make improvements and innovations in the performance of the quality of their mobile banking services. From the results of data processing using Kano, it is known that the service attributes that need to be improved are the m-banking facility, which features a cash withdrawal service via ATM. This will have a major impact on customer satisfaction because these attributes have the highest satisfaction coefficient value of 0.67 in one-dimensional classification. Furthermore, service attributes that need to be improved and innovated are m-banking has a fast application reactivation service with a satisfaction coefficient of 0.61 in the attractive classification

scholarly journals ANALISIS KEPUASAN NASABAH BANK BRI KANTOR CABANG SIDOARJO

2021 ◽  
Vol 24 (1) ◽  
pp. 16-20
Author(s):  
Renny Yunita Sari ◽  
Bambang Budiarto ◽  
Sugeng Hariadi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Quantitative Research ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Survey Method ◽  
Analysis Method ◽  
Branch Office

This study discusses the influence of service quality and product quality on customer satisfaction at the Bank BRI branch office in Sidoarjo. The data used in this study were obtained from the results of a questionnaire that had been distributed to customers of the BRI branch office in Sidoarjo. This quantitative research was conducted with a survey method with purposive samplin technique. The variables used in this study are independent variables that include service quality and product quality, and customer satisfaction as the dependent variable. The data analysis method used in this study is multiple linear regression analysis. The results showed that the quality of service and product quality can affected customer loyalty at the bank branch office in Sidoarjo.

scholarly journals CITRA PERUSAHAAN, KUALITAS PELAYANAN DAN SALURAN DISTRIBUSI TERHADAP KEPUASAN NASABAH

2019 ◽  
Vol 5 (2) ◽  
pp. 280-295
Author(s):  
Rokhmat Subagiyo ◽  
Ahmad Budiman
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Quantitative Research ◽  
Linear Regression Analysis ◽  
Distribution Channel ◽  
Multiple Linear Regression Analysis ◽  
Business Environment ◽  
The Public ◽  
Research Types

AbstractEvery company activity must be adjusted. Every change in the business environment is fast and accurate. Bank Syariah Mandiri Financing Bank (BPRS) successfully conducted fundraising activities and channeled funds to the public. There are some things that are more satisfying than expected by the company, quality of service and distribution. The purpose of this study was to examine the effect of significant company funds on Customer Satisfaction, assess the importance of good service to Customer Satisfaction and obtain a significant distribution channel to Customer Satisfaction. The research method uses quantitative research and associative research types. Data analysis techniques cursed multiple linear regression analysis using SPSS version 23. The results showed that company image has a significant effect on customer satisfaction, service quality is significantly related to sales satisfaction and distribution distribution significantly on customer satisfaction. Keywords: Company Image, Service Quality, Customer Satisfaction Abstrak Setiap kegiatan perusahaan bisnis harus mampu mengadopsi setiap perubahan dalam lingkungan bisnis secara cepat dan akurat. Bank Pembiayaan Syariah (BPRS) Mandiri Mitra sukses melakukan kegiatan penghimpunan dana dan menyalurkan dana kepada masyarakat. Ada beberapa hal yang mempengaruhi kepuasan nasabah diantaranya adalah citra perusahaan, kualita pelayanan dan saluran distribusi. Tujuan penelitian ini untuk menguji pengaruh signifikan dana Citra perusahaan terhadap Kepuasan Nasabah, menguji pengaruh signifikan Kualitas Pelayanan terhadap Kepuasan Nasabah dan  menguji Saluran Distribusi berpengaruh signifikan terhadap Kepuasan Nasabah. Metode penelitian menggunakan penelitian kuantitatif dan jenis penelitian asosiatif. Teknik analisis data memaki analisis regresi linier berganda dengan menggunakan aplikasi SPSS versi 23.  Hasil penelitian menunjukkan bahwa citra perusahaan berpengaruh signifikan terhadap kepuasan nasabah, kualitas pelayanan berpengaruh signifikan terhadap kepuasan nasabah dan saluran distribusi berpengaruh signifikan terhadap kepuasan nasabah. Kata Kunci:  Citra Perusahaan, Kualitas Pelayanan, Kepuasan Nasabah

scholarly journals Pengaruh Kualitas Pelayanan, Fasilitas Fisik, Dan Kepercayaan Terhadap Kepuasan Konsumen Pada Taman Surgawi Resort dan Spa Di Kabupaten Karangasem

2021 ◽  
Vol 5 (1) ◽  
pp. 376-387
Author(s):  
Ni Putu Putri Ayu Wijayanthi ◽  
I Gusti Putu Agung Widyagoca ◽  
I Komang Sumerta ◽  
Ni Putu Lia Utami
Keyword(s):  
Quality Of Service ◽  
Regression Analysis ◽  
Customer Satisfaction ◽  
Consumer Satisfaction ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Significance Test ◽  
Test Results ◽  
Analysis Determination

Quality of service, physical facilities and trust are things that affect customer satisfaction. This study aimed to find out how the quality of physical facilities services, and trust can have an influence on consumer satisfaction at Taman Langitwi Resort & Spa in Karangasem district. This study also aims to determine the quality of service, physical facilities, trust and customer satisfaction at Taman Langitwi Resort & Spa in Karangasem district. Data analysis using the classic assumption test, multiple linear regression analysis, analysis, determination analysis, partial significance test (t-test) and simultaneous significance test (F-test) results of the study showed that there was a positive and significant effect between service quality, physical facilities and simultaneous trust in customer satisfaction at Taman Langitwi Resort & Spa in Karangasem Regency.

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