PENGARUH KUALITAS PELAYANAN DAN NILAI PELANGGAN  TERHADAP TINGKAT KEPUASAN MAHASISWA  (STUDI KASUS DI UNIVERSITAS AZZAHRA JAKARTA)

This study aimed to analyze how much influence service quality, customer value on the level of customer satisfaction. The sampling method used is Proportionate Random Sampling. The sample in this study followed the formula Slovin, or as many as 100 students of Azzahra University, Jakarta.Data that has met the test of validity and reliability further processed to produce a regression equation Y = 0.484+ 0021 0686 X1 + X2, where Y is the variable rate Student Satisfaction, X1 is a variable Quality of Service and Customer Value X2 is variable.Hypothesis testing using t test showed that each of the independent variables studied was shown to significantly affect partially dependent variable Student Satisfaction.Quality of service partially positive effect on customer satisfaction shown by the r value of 0.663, which means a strong relationship between them. While the value of the coefficient of determination (R2) amounted to 0,439, which means that service quality may explain the variable of student satisfaction of 43.9%, while the remaining 56.1% is explained by other variables.Customer value partially positive effect on customer satisfaction shown by the r value of 0.832 which means the relationship between them is very strong. While the value of the coefficient of determination (R2) amounted to 0,692, which means that service quality may explain the variable of student satisfaction at 69.2%, while the remaining 30.8% is explained by other variables.Then through the F test can be known simultaneously that both variables of service quality and customer value has a significant impact on customer satisfaction shown by the r value of 0.835 which means the relationship between them is very strong. While the value of the coefficient of determination (R2) is equal to 0.697, which means that service quality may explain the variable of student satisfaction at 69.7%, while the remaining 30.3% is explained by other variables.

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PENGARUH MOTIVASI DAN BUDAYA ORGANISASI TERHADAP PRODUKTIFITAS KERJA KARYAWAN ( STUDI KASUS DI PT BOOGI AVINDO, BOGOR)

Majalah Ilmiah Bijak ◽

10.31334/bijak.v13i2.80 ◽

2018 ◽

Vol 13 (2) ◽

pp. 235-256

Author(s):

Arif Prayogo

Keyword(s):

Organizational Culture ◽

Work Productivity ◽

Strong Relationship ◽

Simple Random Sampling ◽

Coefficient Of Determination ◽

Employee Productivity ◽

Validity And Reliability ◽

Cultural Organization ◽

R Value ◽

Positive Effect

This study was taken from the thesis research aims to analyze how much Influence Motivation and Cultural Organization on labor productivity Employees (Case Study in PT Boogi Avindo, Bogor). The study is based on the phenomenon, which showed a decrease in employee productivity, one of them due to low employee motivation, and poor corporate cultureThe sampling method used is simple random sampling. The sample in this study followed the formula Slovin, or as many as 35 employees.Data that has met the test of validity and reliability further processed to produce a regression equation 0.242+ 0286 X1 + 0.699 X2, where Y is the variable Employee Productivity, Motivation X1 and X2 are the variables are variables Organizational Culture. Hypothesis testing using t test showed that each of the independent variables studied was shown to significantly affect the dependent variable partially on Employee Productivity. Motivation partially positive effect on Work Productivity indicated by the r value of 0815 which means a strong relationship between them. Organizational culture is partially positive effect on Work Productivity indicated by the r value of 0.747, which means a strong relationship between them. Motivational variables simultaneously and Cultural Organization has a significant influence on Work Productivity indicated by the r value of 0.776 which means the relationship between them is very strong. While the value of the coefficient of determination (R2) is equal to 0.602, which means that motivation together with Cultural Organization may explain the variable Work Productivity by 60, 2%, while the remaining 39.8% is explained by other variables.

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The Effect of Service Quality and Price Strategy on Customer Satisfaction through Purchasing Decisions as an Intervening variable In 212 Mart Gowa, South Sulawesi Province

HASANUDDIN JOURNAL OF BUSINESS STRATEGY ◽

10.26487/hjbs.v2i2.328 ◽

2020 ◽

Vol 2 (2) ◽

pp. 11-22

Author(s):

Afra Nurul ◽

Otto Randa Payangan ◽

Muhammad Ismail

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Coefficient Of Determination ◽

Price Strategy ◽

Pricing Strategies ◽

Purchasing Decisions ◽

Validity And Reliability ◽

Business World ◽

Retail Business ◽

Positive Effect

Along with the development of increasingly modern times, this has caused a lot of competition in the business world, including retail business. Every businessman needs to pay attention to the factors that influence customer purchasing decisions. The research objective is to determine the effect of service quality and pricing strategies on purchasing decisions, determine the effect of service quality and pricing strategies on customer satisfaction, determine the effect of purchasing decisions on customer satisfaction, to determine the effect of service quality and price strategies on customer satisfaction through purchasing decisions at 212 Mart Gowa The population in this study were all consumers who shop at 212 Mart Gowa determined as many as 100 respondents. Data collection techniques through observation, interviews, and questionnaires. While the data analysis technique uses validity and reliability, path analysis, hypothesis testing, and coefficient of determination. The results of the study found that service quality has a positive but not significant effect on purchasing decisions, price strategy has a positive effect but is not significant on purchasing decisions, service quality has a positive and significant effect on customer satisfaction, price strategy has a positive and significant effect on customer satisfaction, purchasing decisions have a positive effect and significant on customer satisfaction, service quality has a positive but not significant effect on customer satisfaction through purchasing decisions, and the price strategy has a positive but not significant effect on customer satisfaction through purchasing decisions on 212 Mart Gowa.

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PENGARUH MOTIVASI BELAJAR DAN METODE PEMBELAJARAN TERHADAP PRESTASI BELAJAR MAHASISWA PROGRAM STUDI KOMPUTERISASI AKUNTASI POLITEKNIK LP3I JAKARTA KAMPUS BLOK M”

Majalah Ilmiah Bijak ◽

10.31334/bijak.v13i2.75 ◽

2018 ◽

Vol 13 (2) ◽

pp. 147-164

Author(s):

Asmawi Mangku Alam

Keyword(s):

Student Achievement ◽

Coefficient Of Determination ◽

Learning Method ◽

Validity And Reliability ◽

Learning Methods ◽

Learning Achievement ◽

R Value ◽

Motivation And Learning ◽

The Relationship ◽

Positive Effect

This study was taken from the thesis that aims to analyze how big Influence of Motivation and Learning Method of the Achievement of Student Learning Program Computerized Accounting Polytechnic LP3I Jakarta Campus Blok M "study was conducted that indicated that student achievement of students having a bit of trouble and it was suspected because they elmahnya motivation and learning methods dilakukakan by students concernedThe sampling method used is the technique of sampling Sampling saturated namely by taking them as a population of 50 samples. Data that has met the test of validity and reliability further processed to produce a regression equation Y = 0.850 + 0645 + 0117 X2 X1, which wherein Y is variable learning achievement, X1 is a variable of learning motivation and X2 is variable learning methodMotivation to learn is partially positive effect on learning achievement indicated by the r value of 0.682, which means a strong relationship between them. The learning method is partially positive effect on learning achievement indicated by the r value of 0.458 which means the relationship between them is very strong. Variables simultaneously teaching and learning media capabilities have a significant impact on the learning citizen satisfaction shown by the r value of 0.687 which means the relationship between them is very strong. While the coefficient of determination R-square value of 0, 4719, which means that the variation of all the independent variables that motivation to learn and learning methods may explain the variable student achievement by 47.19%, while the remaining 52.81% is explained by other variables that are not submitted within this research.

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ANALISIS BAURAN PEMASARAN DILIHAT DARI HARGA DAN KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PENYEWA GEDUNG DI PT. BHUMYAMCA SEKAWAN.

Aliansi : Jurnal Manajemen dan Bisnis ◽

10.46975/aliansi.v15i1.57 ◽

2020 ◽

Vol 15 (1) ◽

pp. 45-50

Author(s):

Rokhmad Slamet ◽

Gino Saputra

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Service Sector ◽

Strong Relationship ◽

Significant Positive Effect ◽

A Value ◽

Relationship Value ◽

Relationship Of ◽

The Relationship ◽

Positive Effect

Every company is required to be ready to face increasingly fierce business competition with other companies from around the world to face globalization which is often said to be an era of world without limits. Increasing customer satisfaction for companies in the service sector is very important, because it involves service quality and price which is one step in increasing customer satisfaction. The purpose of this study is how much influence the price of customer satisfaction on tenants at PT. Bhumyamca Sekawan. How big is the influence of service quality on building customer satisfaction at PT. Bhumyamca Sekawan. How big is the influence of price and quality of service together (simultaneous) on customer satisfaction of building tenants at PT. Bhumyamca Sekawan. Evident Judging from the results of the study that the relationship between price and customer satisfaction shows the relationship value 0.654 and the relationship of service quality with customer satisfaction shows the relationship value 0.720 both have a strong relationship between price and customer satisfaction and service quality with customer satisfaction has a strong relationship when viewed from the correlation coefficient. And Based on the results of other studies with R2 value of 0.587, the price and service quality have a large simultaneous effect on customer satisfaction at PT. Bhumyamca Sekawan, which is 58.7%. Judging from the t test the price is concluded to provide a significant positive effect on customer satisfaction because it has a value of t count (3.076) t table (2.002). As well as service quality, it is concluded that it has a significant positive effect on customer satisfaction because it has a value of tcount (4.694) t table (2.002). And Judging from the F test produced a significance value of 0.000 0.05 means that the variables are jointly / simultaneously there is an influence on the dependent variable. While F count is 40,498 3.16 means that the independent variables are simultaneously / simultaneously there is an influence on the dependent variable.

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PERAN MEDIASI KEPUASAN PELANGGAN PADA PENGARUH E-SERVICE QUALITY, PERSEPSI HARGA, DAN PROMOSI PENJUALAN TERHADAP LOYALITAS PELANGGAN

Jurnal Fokus Manajemen Bisnis ◽

10.12928/fokus.v10i2.2886 ◽

2020 ◽

Vol 10 (2) ◽

pp. 249

Author(s):

Risa Septiani ◽

Nurhadi Nurhadi

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

Sampling Technique ◽

Sales Promotion ◽

Survey Method ◽

Validity And Reliability ◽

Online Questionnaire ◽

Price Perception ◽

Positive Effect

This study aim was to determine the effect of e-service quality, price perception, and sales promotion on customer loyalty through customer satisfaction on Gojek customers in Yogyakarta. This research is a quantitative study with survey method. The population in this study were Gojek customers in Yogyakarta. The sampling technique used was purposive sampling, with a total sample of 235 respondents. The technique of collecting data used an online questionnaire that has been tested for validity and reliability. The data analysis technique used to test the hypothesis was bootstrapping method using macro PROCESS by Andrew F. Hayes. The results of this study show that there is a positive effect of e-service quality on the satisfaction of Gojek Yogyakarta customers, there is a positive effect of price perception on the satisfaction of Gojek Yogyakarta customers, there is a positive effect of sales promotion on the satisfaction of Gojek Yogyakarta customers, there is a positive effect of customer satisfaction on the loyalty of Gojek Yogyakarta customers, there is a positive effect of e-service quality on the loyalty of Gojek Yogyakarta customers, there is a positive effect of price perception on the loyalty of Gojek Yogyakarta customers, there is a positive effect of sales promotion on the loyalty of Gojek Yogyakarta customers, and there is the effect of e service quality, price perception, and sales promotion on customer loyalty through Gojek Yogyakarta customer satisfaction, as evidenced by the e-service quality variable mediation coefficient of 0,0442; the mediation coefficient of price perception variable is 0,0404; and the mediation coefficient of sales promotion variable is 0.0676.

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Customer Satisfaction via Service Quality Dimensions

Web-Based Services ◽

10.4018/978-1-4666-9466-8.ch081 ◽

2016 ◽

pp. 1829-1846

Author(s):

Gyaneshwar Singh Kushwaha ◽

Shiv Ratan Agrawal

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Convergent Validity ◽

Discriminant Validity ◽

Future Research ◽

Validity And Reliability ◽

Quality Dimensions ◽

Service Quality Dimensions ◽

Improve Service Quality ◽

The Relationship

The purpose of the study is to measure the customer satisfaction via service quality dimensions as a whole and individually in the context of stock broking services. A non probability convenient sampling approach has been used in the study. Respondents have been restricted to those who have the experience of trading in stock market through stock brokers. The sample consisted of 229 valid individual customers from Bhopal (MP), India through structured self-administrated questionnaire. Convergent validity, discriminant validity and reliability of the collected data were measured before testing of the research model. An exploratory factor analysis has been conducted using principal components analysis to determine the dimensions of financial service quality. A linear regression was performed to test the relationship between the service quality dimensions and customer satisfaction. The findings suggest that service quality as a whole and individually have a significant impact on customer satisfaction. The results of the study provide useful information for managers to improve service quality which leads to customer satisfaction. The findings were solely on stock broking services from Bhopal (MP) in India which impacts its generalisability. Replication of the present study might be required in other stock broking markets, to improve generalisability using larger samples. Another potential area for future research could be the link between service quality dimensions, customer satisfaction and customer loyalty and customer retention at stock broking services. The study is important considering the economic advantages of satisfying and retaining current customers as opposed to seeking for new customers which is essential in stock broking services. The paper contributes to the literature on stock broking services in India.

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Customer Satisfaction via Service Quality Dimensions

International Journal of Customer Relationship Marketing and Management ◽

10.4018/ijcrmm.2014070103 ◽

2014 ◽

Vol 5 (3) ◽

pp. 32-48 ◽

Cited By ~ 1

Author(s):

Gyaneshwar Singh Kushwaha ◽

Shiv Ratan Agrawal

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Convergent Validity ◽

Discriminant Validity ◽

Future Research ◽

Validity And Reliability ◽

Quality Dimensions ◽

Service Quality Dimensions ◽

Improve Service Quality ◽

The Relationship

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PERAN NILAI PELANGGAN MEMEDIASI PENGARUH CITRA MEREK DAN KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN

E-Jurnal Manajemen Universitas Udayana ◽

10.24843/ejmunud.2019.v08.i08.p24 ◽

2019 ◽

Vol 8 (8) ◽

pp. 5304

Author(s):

Ni Wayan Dian Ratna Anggelina ◽

Ni Made Rastini

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Path Analysis ◽

Customer Value ◽

Brand Image ◽

Significant Positive Effect ◽

Analysis Technique ◽

Positive Effect

The purpose of this study is to examine the role of customer value mediating the influence of brand image and service quality on customer satisfaction PT. Agung Automall Gianyar. Variables examined in this study are variable customer value, brand image, service quality and customer satisfaction. The number of samples taken was 100 respondents. The analysis technique used is path analysis using the sobel test. Based on the results of the analysis found that the brand image variable has a significant positive effect on customer value, the service quality variable has a significant positive effect on customer value, the brand image variable influences customer satisfaction, the service quality variable has a significant positive effect on customer satisfaction, the customer value variable has a significant positive effect on customer satisfaction, customer value variables have a significant positive effect on mediating brand image on customer satisfaction, customer value variables have a significant positive effect on mediating service quality to customer satisfaction. Keywords: customer value, brand image, service quality, customer satisfaction

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Pengaruh Kualitas Pelayanan Dan Promosi Terhadap Kepuasan Pelanggan OVO (Studi Kasus Pada Mahasiswa STIE Eka Prasetya)

Jurnal Manajemen Bisnis Eka Prasetya : Penelitian Ilmu Manajemen ◽

10.47663/jmbep.v6i2.71 ◽

2020 ◽

Vol 6 (2) ◽

pp. 9-20

Author(s):

Muammar Rinaldi

Keyword(s):

Regression Analysis ◽

Customer Satisfaction ◽

Service Quality ◽

Descriptive Analysis ◽

Linear Regression Analysis ◽

Personal Selling ◽

Multiple Linear Regression Analysis ◽

Coefficient Of Determination ◽

Validity And Reliability ◽

Quantitative Descriptive

The purpose of this study is to determine the effect of Service Quality and Promotion on OVO Customer Satisfaction. The research methodology used is quantitative descriptive method, the unit of analysis in this study is STIE Eka Prasetya and the observation unit is students from STIE Eka Prasetya. The population in this study were 993 respondents from STIE Eka Prasetya. The technique of determining the number of samples used in this study is the Slovin formula and amounted to 91 respondents. The research method used is the technique of data collection through the distribution of questionnaires that conducted systematically based on research objectives. The analytical method used to solve problems and prove hypotheses is descriptive analysis and regression analysis. This analysis includes validity and reliability, classic assumption tests, multiple linear regression analysis, hypothesis testing through t and F tests, and the coefficient of determination (R2) test. The results of the t test show that the variable Service Quality has a positive and significant effect on OVO Customer Satisfaction, and the Promotion variable has a positive and significant effect on OVO Customer Satisfaction. The results of the F test show that the Service Quality and Promotion simultaneously effect the Customer Satisfaction. The result of coefficient of determination test results (R2) shows that Customer Satisfaction was effected by Service Quality and Promotion variables, while the remaining is explained by other variables such as perception, digital marketing and personal selling that are not discussed in this study.

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Pengaruh Kualitas Produk, Harga, Dan Kualitas Pelayanan Terhadap Kepuasan Konsumen Pada Rumah Makan Dabu-Dabu Iris Fresh Wenang Manado

JURNAL ADMINISTRASI BISNIS ◽

10.35797/jab.8.2.2019.23511.26-33 ◽

2019 ◽

Vol 8 (2) ◽

pp. 26

Author(s):

Gahensya Keloay ◽

Wehelmina Rumawas ◽

Sandra Asaloei

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Product Quality ◽

Consumer Satisfaction ◽

Test Validity ◽

Sampling Technique ◽

Coefficient Of Determination ◽

Validity And Reliability ◽

Normality Test ◽

Quantitative Descriptive

This research was conducted in Dabu-Dabu Iris Fresh Restaurant, Wenang Manado, which aims to find out the 1) effect of product quality ; 2) price and ; 3) service quality on customer satisfaction in Dabu-Dabu Iris Fresh Restaurant, Manado, both individually and in groups. With the focus of the problem is whether product quality, price and service quality affect consumer satisfaction in Rumah Makan Dabu-Dabu Iris Fresh, Wenang Manado. the method used in this study uses quantitative descriptive methods and The population that came in the Dabu-Dabu Iris Fresh Restaurant, Manado Heritage is unknown, therefore the researcher took a sample of 50 respondents using a purposive sampling technique that is consideration of populations that are easily found and this research will only be given to visitors who have visited the House. Eating Dabu-Dabu Iris Fresh, Managing Manado at least 5 times, and the research method used is quantitative descriptive method. The analytical tool used in the data instrument test (validity and reliability test), classic assumption test (normality test, multicollinearity test and heteroscedasticity test), data analysis (multiple regression analysis, test t, F test and test coefficient of determination R2). Based on the t test obtained states that product quality has an influence on customer satisfaction individually. While price is the determination of the value of a product in the minds of consumers that must be paid by consumers to obtain a product of Dabu-Dabu Iris Fresh Restaurant, Wenang Manado. The service quality provided by Dabu-Dabu Iris Fresh Restaurant, Wenang Manado affects consumer satisfaction.

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