scholarly journals Pengaruh Kualitas Pelayanan dan Promosi Terhadap Kepuasan Pelanggan pada PT Stainlessindo Anugrah Karya di Kota Batam

JURNAL PUNDI ◽  
2018 ◽  
Vol 2 (2) ◽  
Author(s):  
Realize Realize
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Hypothesis Test ◽  
Descriptive Analysis ◽  
Linear Regression Analysis ◽  
Analysis Data ◽  
Multiple Linear Regression Analysis ◽  
Knowledge Culture ◽  
Alpha Level ◽  
Iron Work

Business competition in the Batam city nowadays can be said to be very strict because of the growing knowledge, culture and technology so that more competitors are opening a business in the same field. To overcome the tight competition in the marketing of stainless steel and iron work, one of the efforts must be done by the company is to implement the strategy of service quality and promotion to improve customer satisfaction. The purpose of this study is to determine the influence of service quality and promotion on customer satisfaction at PT Stainlessindo Anugrah Karya in Batam city individually and at the same time. This study method is by using descriptive analysis, data quality test, classical assumption test, multiple linear regression analysis, and hypothesis test. The results of this study indicate that the variable of service quality and promotion individually and simultaneously have a positive value and significance below the alpha level that has been assigned on customer satisfaction variable which the coefficient value of service quality has the most dominant contribution, so it can be concluded that the variable of service quality and promotion have positive and significant influence on customer satisfaction variable individually and simultaneously.

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

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.

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 Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Jasa Service Pada PT. Astra International Tbk. – Daihatsu Malalayang

2019 ◽  
Vol 8 (2) ◽  
pp. 51
Author(s):  
Gisyel Angely ◽  
Johny R. E. Tampi ◽  
Danny D. S. Mukuan
Keyword(s):  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Customer Service ◽  
Linear Regression Analysis ◽  
Analysis Data ◽  
Multiple Linear Regression Analysis ◽  
Service Satisfaction ◽  
Coefficient Of Determination

The purpose of this study was to study the effect of service quality consisting of tangible, reliability, responsiveness, assurance, and empathy strengthening towards customer satisfaction. Regarding the problem in this study, whether the service quality offered to customer satisfaction services at PT. Astra International Tbk. - Daihatsu Malalayang. This type of research is quantitative research with descriptive research. The populations in this study were all service customers at PT. Astra International Tbk. - Daihatsu Malalayang, with a sample of 99 respondents. Technique analysis data uses multiple linear regression, t test, f test, and test coefficient of determination (R2). Based on the results of multiple linear regression analysis that includes simultaneous tangible, reliability, responsiveness, assurance, and empathy strengthen the service satisfaction of customers at PT. Astra International Tbk. - Daihatsu Malalayang by 54.0%. While the variables of reliability, responsiveness, and assurance are not partial to customer service satisfaction at PT. Astra International Tbk. - Daihatsu Malalayang. And the most dominant service quality variable is empathy.

scholarly journals PENGARUH KUALITAS PRODUK DAN KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN PADA BERLIAN BEAUTY CLINIC SAMARINDA

2021 ◽  
Vol 9 (3) ◽  
pp. 248
Author(s):  
Weni Maulina
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Descriptive Analysis ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
Analytical Tool ◽  
Statistical Software ◽  
Analytical Tools

This study aims to determine the effect of product quality and service quality on customer satisfaction at Berlian Beauty Clinic Samarinda ,. The analytical tools used are descriptive analysis and quantitative analysis with the help of SPSS statistical software version 22. The sampling technique in this study used a saturated sampling technique (census), which is a method that takes all populations to become respondents in this study. The number of taking samples was 83. Derived from the Berlian beauty Clinic sample on A. Wahab Syahranie street No.199A Samarinda. Data collection used is the technique of observation, questionnaires, and literature writing. While the analytical tool used is multiple linear regression analysis. The results of the study concluded that the product quality variable (X1) with a significant value of 0.05 because tcount = 7.569> ttable = 1.990 and the sig = 0.000 <0.05. The results of this study concluded that the variable service quality (X2) with a significant value of 0.05 because tcount = 4.554> ttable = 1.990 and the sig = 0.000 <0.05. thus the service quality variable has a partial effect on customer satisfaction (Y).

scholarly journals PENGARUH KUALITAS PELAYANAN DAN KEPERCAYAAN MEREK TERHADAP LOYALITAS KONSUMEN DENGAN KEPUASAN KONSUMEN SEBAGAI VARIABEL INTERVENING PADA HIJAB MEDYNA COLLETION SITUS SHOP ONLINE

2020 ◽  
Vol 5 (1) ◽  
pp. 1
Author(s):  
Nadifatul Lailiyah
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Significant Influence ◽  
Consumer Satisfaction ◽  
Hypothesis Test ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Consumer Loyalty ◽  
Brand Trust ◽  
Normality Test

Penelitian ini bertujuan untuk mengetahui faktor- faktor yang mempengaruhi profitabilitas dengan Kualitas konsumen dan Kepercayaan merek Loyalitas konsumen sebagai variabel Y, Kepuasan konsumen sebagai variabel intervening. Alat analisis pada penelitjian ini adalah Analisis Path. Sampel dari penelitian ini adalah 95 jumlah orang member atau reseler yang beli di toko hijab medyna colletion malang. Metode  pengumpulan  data yang  digunakan  adalah  kuesioner (angket). Analisis  yang digunakan meliputi Uji istrumen, Uji normalitas, Analisis data, Uji hipotesis, Uji t dan Uji sobel. menggunakan analisis regresi linier berganda dengan bantuan software SPSS 17.0 for windows.95 breseler atau member medyna colletion yang menjadi populasi penelitian ini, hasil penelitian menunjukkan bahwa Kualitas pelayanan, Dan kepuasan merek Berpengaruh langsung terhadap Kepuasan konsumen, terdapat pengaruh positif dan signifikan. Kualitas Pelayanan, Dan kepercayaan merek Berpengaruh langsung terhadap Loyalitas konsumen, terdapat pengaruh positif dan signifikan. Kepuasan konsumen Berpengaruh langsung terhadap Loyalitas konsumen, terdapat pengaruh positif dan signifikan Kepercayaan merek terhadap kepuasan konsumen. Semakin baik kepercayaan merek maka kepuasan konsumen akan semakin meningkat atau sebaliknya semakin tidak baik kepercayaan Merek maka kepuasan konsumen akan semakin menurun. Kualitas Pelayanan dan Kepercayaan merek secara tidak langsung Berpengaruh terhadap Loyalitas konsumen dengan Kepuasan konsumen, Pengaruh positif dan signifikan kualitas pelayanan terhadap Loyalitas konsumen. Semakin baik kepercayaan merek maka Loyalitas konsumen akan semakin meningkat atau sebaliknya semakin tidak baik kepercayaan merek maka Loyalitas konsumen akan semakin menurun.  Kata kunci: Kualitas pelayanan, Kepercayaan merek, Loyalitas konsumen dan Kepuasan konsumenAbstract This study aims to determine the factors that influence profitability with consumer quality and brand trust Consumer loyalty as Y variable, customer satisfaction as an intervening variable. The analytical tool in this research is Path Analysis. The sample from this study was 95 number of members or resellers who bought at the poor hijab medyna colletion shop. The data collection method used is a questionnaire. The analysis used includes test instrument, normality test, data analysis, hypothesis test, t-test and sobel test using multiple linear regression analysis with the help of SPSS 17.0 for Windows software.95 resellers or members of medyna colletion which became the population of this study. The results of the study indicate that service quality, and brand satisfaction directly influence consumer satisfaction, there are positive and significant influences. Service Quality, and also brand trust directly influences consumer loyalty, this result means that there are positive and significant influences. Consumer satisfaction has a direct effect on consumer loyalty, there is a positive and significant influence on brand confidence in customer satisfaction. The better brand trust, customer satisfaction will increase or vice versa, the less trust the brand will, the more customer satisfaction will decline. Service Quality and brand trust indirectly influence consumer loyalty with consumer satisfaction, positive and significant influence on service quality on consumer loyalty. The better the brand trust, the consumer loyalty will increase or otherwise the worth the brand trust, the consumer loyalty will decrease. Keywords: Service quality, Brand Trust, Consumer Loyalty and Consumer Satisfaction

scholarly journals Pengaruh Kualitas Layanan dan Harga Bersaing Terhadap Kepuasan Pelanggan Tangki Air Penguin Pada Toko Bahan Bangunan di Gading Serpong

2020 ◽  
Vol 3 (2) ◽  
pp. 54
Author(s):  
Retno Wulansari ◽  
Ramdan Novianto
Keyword(s):  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Hypothesis Test ◽  
Linear Regression Analysis ◽  
Strong Relationship ◽  
Multiple Linear Regression Analysis ◽  
Water Tank ◽  
Regression Test

AbstractWater tank product Company facing a challenge to provide quality services and competitive prices to get customer satisfaction. The objectives of this study is to analysis quality of service, price and customer satisfaction of Penguin Water Tank products at Mitra 10 Gading Serpong Store. Are there relationship between service quality and price to customer satisfaction ? Using associative and quantitative method. Data analysis methods used linear regression test, multiple linear regression test, r replacement test , determination coefficient test (R ²), hypothesis test t test and f test. Based on the results of the study, service quality, price and customer satisfaction in the water tank Penguin product at Mitra 10 Gading Serpong is  good. The results of multiple linear regression analysis obtained a regression equation Y = 0.158 + 0.533X1 + 0.462X2. The results of the consideration coefficient (r) of 0.842 which means there is a strong relationship between service quality, price and customer satisfaction.Key World: Customer Satisfaction; Price; Service QualityAbstrakProdusen produk tangki air menghadapi tantangan untuk memberikan pelayanan yang berkualitas dan harga bersaing untuk  mendapatkan kepuasan konsumen. Penelitian ini bertujuan untuk mengetahui bagaimana kualitas pelayanan, harga dan  kepuasan pelanggan produk Tangki Air Penguin pada Toko Mitra 10 Gading Serpong, serta untuk mengetahui apakah terdapat pengaruh kualitas pelayanan dan harga terhadap kepuasan pelanggan pada produk Tangki Air Penguin? Metode penelitian yang di gunakan adalah metode assosiatif dengan pendekatan kuantitatif.  Metode analisis data menggunakan  uji regresi linier sederhana, uji regresi linier berganda, uji koefisien korelasi (r), uji koefisien determinasi (R²), uji hipotesis uji t dan uji f. Berdasarkan hasil penelitian, kualitas pelayanan, harga dan kepuasan pelanggan pada tangki air merek Penguin sudah baik. Hasil analisis regresi linier berganda diperoleh persamaan regresi Y = 0,158+ 0,533X1 + 0,462X2,. Hasil koefisien korelasi (r) sebesar 0,842 yang berarti terdapat hubungan yang “kuat” antara kualitas pelayanan, harga  dan kepuasan pelanggan. Kata kunci: Harga; Kepuasan Pelanggan; Kualitas Pelayanan

scholarly journals The influence of Service Quality on Customer Satisfaction at Workshop PT Wahana Sun Motor Branch Puri Anjasmoro

2021 ◽  
Vol 6 (2) ◽  
pp. 159
Author(s):  
Diaz - Ardiani ◽  
Noor - Suroija ◽  
Eva - Purnamasari
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Sampling Method ◽  
Hypothesis Test ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Coefficient Of Determination ◽  
Motor Branch ◽  
Branch Office ◽  
Test Result

<em>This study aimed to determine the influence of service quality on customer satisfaction at workshop PT Wahana Sun Motor Branch Office Puri Anjasmoro. This research used the dimensions of service quality, namely : tangible, reliability, responsiveness, assurance, and empathy to customer satisfaction. Data analysis that used were instrument test, classical assumption test, multiple linear regression analysis, and hypothesis test. The sample that used in this study were 100 respondents that choosen using probability sampling method. Hypothesis test result indicate that tangible, reliability, responsiveness, assurance, and empathy influencing the customer satisfaction. Furthermore, tangible, reliability, responsiveness, assurance, and empathy simultaneously influencing the customer satisfaction. The results of the coefficient of determination indicate that tangible, reliability, responsiveness, assurance, and empathy influencing the customer satisfaction by 60,3% and the remaining 39,7% of customer satisfaction is influenced by other factors which were not observed in this study</em>

scholarly journals tugas pak hary

2018 ◽  
Author(s):  
Ni'mahtus Sholikhah ◽  
Angela Deninda Meiliana Karisa
Keyword(s):  
Regression Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Analysis Data ◽  
Multiple Linear Regression Analysis ◽  
Descriptive Statistics ◽  
Research Type

This study aims to determine the effect of product quality and service quality on customer satisfaction. The research type is explanatory with quantitative approach. The number of samples in this study amounted to 2 respondents who are customers of Kyoi Japan Resto Yogyakarta. The technique used in sampling in this research using purposive sampling technique. Data analysis used is descriptive statistics and multiple linear regression analysis. Data collection is done by interview. The results of this study indicate that Product Quality and Service Quality significantly influence Customer Satisfaction both simultaneously and partially

scholarly journals Analysis of Factors that Increase Customer Satisfaction Coffee Products

2020 ◽  
Vol 2 (2) ◽  
pp. 155
Author(s):  
Edy Suryawardana ◽  
Doni Nurdeagraha
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Hypothesis Test ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
Coefficient Of Determination ◽  
Product Diversity ◽  
Quality Product

<p>Satisfaction is the level of feeling where someone states the comparison of the product's performance (service) received and expected. This study aimed to determine the effect of price, service quality, product quality, product diversity, promotion, and location on customer satisfaction. This study uses a quantitative approach. The sample is the consumer "P" Coffe Gajahmada Semarang branch. The sampling technique used purposive sampling—sources of data were obtained through the distribution of closed-question questionnaires. The data analysis technique used multiple linear regression analysis. Hypothesis test results show that price, service quality, product quality, product diversity, promotion, and location have a positive and significant effect because all independent variables have a significant probability value &lt;0.05. The coefficient of determination showed 0.845 or 84.5%. It is necessary to increase product diversity in the form of completeness, brand, and variety in the future.</p>

scholarly journals Influence of product quality, price, and quality of service to customer satisfaction (study on Resto Solaria Mall Lippo Cikarang)

2021 ◽  
Vol 6 (1) ◽  
pp. 95
Author(s):  
Dadang Heri Kusumah ◽  
Sumardjono Sumardjono ◽  
Dimas Ari Darmantyo
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Consumer Satisfaction ◽  
Hypothesis Test ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Validity And Reliability ◽  
F Test ◽  
Simultaneous Test

This study aims to partially examine the effect of product quality on consumer satisfaction, partially examine the effect of price on consumer satisfaction, and partially examine the effect of service quality on customer satisfaction, at the same time conducted at SOLARIA Resto Mall Lippo Cikarang.  The sampling method used is non-probability sampling, namely quota sampling. The sample of this study was 100 respondents who had visited the SOLARIA Mall Lippo Cikarang restaurant, and these respondents distributed online questionnaires via google form. This research is based on multiple linear regression analysis, with the help of SPSS statistical procedures, to test the validity and reliability of research tools in the form of partial test (t test) and simultaneous test (F test), classical assumption test and hypothesis test. hypothesis test (F test), the results obtained are product quality has a positive and significant effect on consumer satisfaction. There is a positive and significant effect of price on consumer satisfaction. There is a positive and significant effect of service quality on customer satisfaction. There is a simultaneous influence of product quality, price, and service quality on consumer satisfaction at Resto SOLARIA Mall Lippo Cikarang. This shows that all hypotheses in this study are accepted.

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