Pengaruh Service Quality Dan Customer Trust  Terhadap Kepuasan Konsumen Maskapai Penerbangan Lion Air (Studi Kasus Bandara Internasional Raja Haji  Fisabilillah Tanjungpinang)

Consumer satisfaction (Consumer Satisfaction) is a given positive attitude of consumers towards a service provided by a service company. Companies are expected to consider the factors that affect customer satisfaction. Lion Air, which is based on top brand award, is ranked first in the category of aviation services that use the LCC (low cost carrier). The almost all airports increase in passenger numbers in Indonesia, particularly in the international airport Raja Haji Fisabilillah Tanjungpinang. This study aims to examine the effect of service quality and customer trust to satisfaction of the consumer. The sample size is 60 people. This study uses a sampling method is the accidental sampling technique. technical analysis hypothesis testing using the Lisrel 8.5 program and Microsoft Excel version 2013. From this test later it can be seen how much the contribution of the independent variable (Service Quality, customer trust to the dependent variable (Lion Air Airlines customer satisfaction). The results showed that both directly and indirectly service quality and customer trust affect the satisfaction of customers of Lion Air

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KEPUASAN KONSUMEN DITINJAU DARI KUALITAS PELAYANAN, STORE ATMOSPHERE DAN PROMOSI DI RUMAH MAKAN PONDOK JOWI SOLO

JURNAL ILMIAH EDUNOMIKA ◽

10.29040/jie.v4i02.1220 ◽

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

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ANALISIS KUALITAS PELAYANAN DENGAN MENGGUNAKAN METODE FUZZY-SERVQUAL PADA KANTOR POS PUSAT KOTA PADANG

Jurnal Ecogen ◽

10.24036/jmpe.v2i1.6094 ◽

2019 ◽

Vol 2 (1) ◽

pp. 18

Author(s):

Widia Afriyuni ◽

Rahmiati Rahmiati ◽

Muthia Roza Linda

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Consumer Satisfaction ◽

Sampling Technique ◽

Total Sample ◽

Primary Data ◽

Post Office ◽

City Center ◽

A Value ◽

Analysis Technique

This study aims to analyze: (1) The level of customer satisfaction with the quality provided by the Padang City Center Post Office (2) Service attributes that need to be improved in service quality at the Padang City Center Post Office so as to improve customer satisfaction (3) Quality dimensions services that have the greatest influence on customer satisfaction at the Padang City Center Post Office. The population of this research is the Post Office customers with unknown number of respondents. The sampling technique of this study was accidental sampling technique with a total sample of 100 people. The data used is primary data. The data analysis technique uses the fuzzy-servqual method using Microsoft Excel software. The results showed that: (1) The level of consumer satisfaction is low because the overall servqual (gap) value is negative, namely -0.75 (2) There are 17 attributes that need to be improved from the 22 attributes that are tested to improve the quality of service at the Post Office Padang City Center (3) Dimensions of service quality with the biggest gap is the dimension of responsiveness with a value of -1.32.Keywords: Service Quality, fuzzy-servqual, customer satisfaction

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Customer satisfaction low cost carrier: stimulus and its consequences

Jurnal Manajemen ◽

10.24912/jm.v22i1.318 ◽

2018 ◽

Vol 22 (1) ◽

Author(s):

Sri Vandayuli Riorini ◽

Christina Catur Widayati

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Organizational Performance ◽

Brand Loyalty ◽

Low Cost ◽

Corporate Image ◽

Equation Modeling ◽

Price Fairness ◽

Airline Safety ◽

Low Cost Carrier

Airline industries are currently faced with challenges to satisfy consumers in order to improve organizational performance. The purpose of this study is to analyze service quality, corporate image, price fairness, and airline safety as a stimulus of customer satisfaction and its impact on brand loyalty. Samples data of 350 Low Cost Carrier/LCC passengers in Indonesia were collected and purposive sampling technique was used to analyze the developed hypothesis. Further data is processed with Structural Equation Modeling technique. The results of the study found that the stimulus of customer satisfaction of LCC is service quality, corporate image, price fairness, and airline safety. Furthermore, customer satisfaction will provide consequences for airline brand loyalty. The study also found that corporate image is the strongest factor affecting customer satisfaction. For further research, it is suggested to add customer value as a stimulus of customer satisfaction.

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THE ROLE OF SERVICE QUALITY ON LOYALTY AMONG LOW COST CARRIER CONSUMER

Psibernetika ◽

10.30813/psibernetika.v12i1.1586 ◽

2019 ◽

Vol 12 (1) ◽

Author(s):

Dion Nardo Julius ◽

Devi Jatmika

Keyword(s):

Service Quality ◽

Customer Loyalty ◽

Quantitative Research ◽

Low Cost ◽

Sampling Technique ◽

Positive Influence ◽

Three Dimension ◽

Purposive Sampling ◽

Low Cost Carrier ◽

Airline Company

<div class="WordSection1">ABSTRACT. As one of the peoples choice for traveling, "X" airline company is one of low cost carrier in Indonesia is considered to have poor service quality despite controlling nearly 60% of domestic market share. The purpose of this study was to determine whether there is influence of service quality on customer loyalty among "X" airline company. The method used is causal comparative quantitative research. Data were collected through a questionnaire with a sample size of 250 people aboard with "X" airline company. Purposive sampling technique was used in this research. The results of this study indicate that there is a positive influence between service quality on customer loyalty with regression value of 0.802 (p = 0.000). Reliability, assurance and empathy dimensions are the three dimension that have the most impact on customer loyalty (p<0.05). Based on the results, it is recommended that the "X" airline company continue to strive to improve the quality of services, especially in terms of safety and comfort to create a customer loyalty.Keywords: service quality, customer loyalty, low cost carrier, passengers ABSTRAK. Sebagai salah satu pilihan masyarakat untuk berpergian, perusahaan penerbangan “X” adalah salah satu maskapai berbiaya rendah di Indonesia yang dianggap memiliki kualitas layanan yang buruk meskipun menguasai hampir 60% pangsa pasar domestik. Tujuan dari penelitian ini adalah untuk mengetahui apakah ada pengaruh kualitas layanan terhadap loyalitas konsumen perusahaan penerbangan “X”. Metode yang digunakan adalah penelitian kuantitatif kausal komparatif. Data dikumpulkan melalui kuesioner kepada sampel berjumlah 250 orang yang pernah menggunakan penerbangan maskapai penerbangan “X”. Teknik sampling purposive sampling digunakan dalam penelitian ii. Hasil penelitian menunjukkan bahwa ada pengaruh positif antara kualitas layanan terhadap loyalitas pelanggan dengan nilai regresi 0.802 (p=0.000). Dimensi reliabilitas, jaminan, dan empati adalah tiga dimensi yang paling berdampak terhadap loyalitas konsumen (p< 0.05). Berdasarkan hasil, direkomendasikan agar perusahaan penerbangan “X” terus berusaha untuk meningkatkan kualitas layanan, terutama dalam hal keselamatan dan untuk menciptakan loyalitas konsumen.Kata kunci: kualitas layanan, loyalitas konsumen, low cost carrier, penumpang</div>

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PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN PELANGGAN (Studi Pada Hotel Timor Megah Kota SoE, TTS)

Journal of Management : Small and Medium Enterprises (SMEs) ◽

10.35508/jom.v10i3.2003 ◽

2020 ◽

Vol 10 (3) ◽

pp. 375-393

Author(s):

Donar W Selan ◽

Juita L D Bessie

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Sampling Technique ◽

Total Sample ◽

Coefficient Of Determination ◽

Quality Of Services ◽

Literature Study ◽

Independent Variable ◽

Mathematical Equations

More and more manufacturers are involved in meeting the needs and desires of customers, causing each company to set orientation to customer satisfaction as the main goal. There is a tendency that customer satisfaction or dissatisfaction can be influenced by the quality of services provided by the company. This research was conducted at the Timor Megah Hotel Kota SoE, TTS Regency. The purpose of this study is to determine the effect of service quality that can be measured by several dimensions, including: tangibles, responsiveness, reliability, assurance, and empathy on customer satisfaction Timor Megah Hotel. The independent variable (X) of this study is the dimension of service quality consisting of tangibles (X1), responsiveness (X2), reliability (X3), assurance (X4), and empathy (X5). While the dependent variable (Y) of this study is customer satisfaction. The sampling technique used is the Accidental Sampling technique, with a total sample of 99 people with the criteria of having stayed more than twice and staying period for 4 years (2015-2018). Data collection techniques used were interviews, questionnaires and literature study. After the data is collected, the data is then analyzed using descriptive techniques and multiple linear regression. From the analysis it is known that tangibles, responsiveness, reliability, assurance and empathy simultaneously and partially have a significant effect on customer satisfaction. From the results of the analysis can also be made mathematical equations: Y = 3,568 + 0,150X1 + 0,245X2 + 0,209X3 + 0,192X4 + 0,362X5. The coefficient of determination obtained shows that 87.2% of the level of customer satisfaction is influenced by tangibles, responsiveness, reliability, assurance and empathy. Keywords: Tangibles, Responsiveness, Reliability, Assurance, Empathy and Customer Satisfaction.

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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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PENGARUH KUALITAS PELAYANAN DAN HARGA TERHADAP KEPUASAN KONSUMEN PADA CV. NETRAL KECAMATAN RENGAT KABUPATEN INDRAGIRI HULU

Eko dan Bisnis: Riau Economic and Business Review ◽

10.36975/jeb.v10i3.220 ◽

2019 ◽

Vol 10 (3) ◽

pp. 324-332

Author(s):

Kurnia Dewi

Keyword(s):

Linear Regression ◽

Customer Satisfaction ◽

Service Quality ◽

Multiple Linear Regression ◽

Correlation Coefficient ◽

Consumer Satisfaction ◽

Quantitative Methods ◽

T Test ◽

F Test ◽

Independent Variable

This research is on CV. Netral Rengat District, Indragiri Hulu Regency. The purpose of this research is to know the effect of service quality and price simultaneously on customer satisfaction on CV. Neutral Rengat District, Indragiri Hulu Regency; To find out the effect of service quality partially on customer satisfaction on CV. Neutral Rengat District, Indragiri Hulu Regency; To find out the effect of prices partially on customer satisfaction on CV. Neutral Rengat District, Indragiri Hulu Regency. The population in this study are all consumers who use the services of CV. Neutral Rengat Subdistrict, Indragiri Hulu Regency which is infinite in number, where visitors are teenagers to adults, the population used is 24,057 people. While the sample in this study amounted to 100 people with a nonprobability sampling technique. Thisr research used quantitative methods, namely by multiple linear regression, correlation coefficient and determination, and F test and t test. Based on the results of the research and discussion, some conclusions can be drawn as follows: From the quantitative calculations obtained using the multiple linear regression equation Y = a + b1X1 + b2X2 obtained Y = 3.808 + 0.238 X1 + 0.528 X2, namely the constant coefficient value (a) amounting to 3.808 this means that if the value of service quality (X1) and price (X2) equals zero, then the level or amount of customer satisfaction (Y) is equal to 3.808. The coefficient value of X1 = 0.238 means that if the service quality (X1) rises by one unit, while the price variable (X2) remains, customer satisfaction (Y) will increase by 0.238 and vice versa if the service quality (X1) decreases by one unit, while the price variable (X2) remains, consumer satisfaction (Y) will decrease by 0,238. The coefficient value of X2 = 0.528 explains that if the price (X2) rises by one unit, while the service quality variable (X1) remains, the level of customer satisfaction (Y) will increase by 0.528 and if the price (X2) falls by one unit, while the service quality variable (X1) remains that consumer satisfaction (Y) will decrease by 0.528. Multiple linear correlation coefficient (R) that is 0.885 means that the relationship that has a very high correlation between service quality and price to customer satisfaction is 0.885. The coefficient of determination (R2) is 0.783, meaning that customer satisfaction can be explained by variations in changes in the independent variable (service quality and price) of 78.3%, while the remaining 21.7% is explained by other variables outside the research. Based on the results of the F test, the calculated F value is 175,051 with a significant level of 0,000. While Ftable at 100% (0.05) is 3.09. In both calculations, F count> Ftable is 175,051> 3,09. This means that Ho is rejected and Ha is accepted, meaning that simultaneously service quality and price have a significant effect on customer satisfaction. Based on the results of the t test obtained the value of tcount X1> t table = 2.101> 1.98447 so that Ho is rejected and Ha is accepted, which means the independent variable (X1) service quality partially has a significant effect on the variable customer satisfaction (Y). Furthermore, the value of tcount X2> t table = 4.268> 1.98447 so that Ho is rejected and Ha is accepted, which means that the independent variable (X2) price partially has a significant effect on the variable customer satisfaction (Y).

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Pengaruh kualitas pelayanan, harga, dan lokasi terhadap kepuasan pelanggan PT.Dwi Karya Sartika

Jurnal Paradigma Ekonomika ◽

10.22437/jpe.v16i1.12082 ◽

2021 ◽

Vol 16 (1) ◽

pp. 81-96

Author(s):

Fenny Krisna Marpaung ◽

Irma N. Hutagalung ◽

Maria Mariana Tinambunan ◽

Nico Jeremi Siahaan ◽

Lamhoras H. Siregar

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Linear Regression Analysis ◽

Reliability And Validity ◽

Sampling Technique ◽

Multiple Linear Regression Analysis ◽

Free Variable ◽

Coefficient Of Determination ◽

Research Implementation ◽

Independent Variable

The purpose of the implementation of this research is to prove and determine the magnitude of the influence of the independent variable of service quality, the independent variable of price, and the independent variable of location on the dependent variable of customer satisfaction at PT.Dwi Karya Sartika Medan. The sampling technique used was random sampling, thus the sample used was to carry out regression testing on 84 research respondents and 30 study respondents to carry out the reliability and validity test. Hypothesis testing is to use multiple linear regression analysis. The results of the research implementation of the independent variable of service quality, the independent variable of price, and the independent variable of location contributed partially to the dependent variable of customer satisfaction PT.Dwi Karya Sartika. The result of the test of the coefficient of determination is 0.758, which means that the resulting or predicted influence of the free variable of service quality (X1), price free variable (X2), and location independent variable (X3) on the dependent variable of customer satisfaction (Y) is 75.8%, while the remaining 24.2% is predicted or influenced by independent variables which are not included in the implementation of this research. Keywords: Service quality, Price, Location, Customer satisfaction.

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Application of the Servqual Method and the Kano Model as Measurement of Service Quality towards Customer Satisfaction in Senyum Media Bondowoso

International Journal of Business, Technology and Organizational Behavior (IJBTOB) ◽

10.52218/ijbtob.v1i4.121 ◽

2021 ◽

Vol 1 (4) ◽

pp. 324-331

Author(s):

Firrizqi Satria Wibawa ◽

Nurul Qomariah ◽

Yusron Rozzaid

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Consumer Satisfaction ◽

Quantitative Research ◽

Sampling Technique ◽

Kano Model ◽

Average Value ◽

Level Of Satisfaction ◽

Research Show

This research aims to analyze the level of customer satisfaction to services and explain the factors that must be prioritized in order to meet consumer expectations in Senyum Media Bondowoso. The method used is quantitative research with the Servqual method and the Kano model. The population of this research is all the customers of the Senyum Media Bondowoso store and the samples used are 150 samples using the Purposive Sampling technique. The results of the research show that the quality of service in CV. Senyumindo Mediatama Bondowoso is not in accordance with what is desired by customers, because the calculation is carried out using the Service Quality method, the results obtained are the average value of service quality, the average value of service quality for all dimensions of service quality is -4,967. On the other hand, for the Kano category is in the Indifferent category, which means that the attributes that are in the category of less attention by consumers, therefore the existence of these attributes does not affect the decrease or increase in the level of satisfaction of consumers. This category has no effect on consumer satisfaction with functional or dysfunctional services and goods.

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Pengaruh Service Quality, Customer Satisfaction, dan Brand Trust di Mediasi Oleh Customer Commitment Terhadap Customer Loyalty Penumpang Maskapai Low Cost Carrier Di Bali

Jurnal Dinamika Manajemen dan Bisnis ◽

10.21009/jdmb.01.2.03 ◽

2018 ◽

Vol 1 (2) ◽

Cited By ~ 1

Author(s):

Dewa ayu Alit Lakhsmidevy

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

Low Cost ◽

Operating Cost ◽

Brand Trust ◽

Customer Commitment ◽

Low Cost Carriers ◽

Low Cost Carrier ◽

Total Indirect Effect

Kebutuhan masyarakat Indonesia atas layanan transportasi terus meningkat sesuai dengan meningkatnya pembangunan nasional. Jenis layanan transportasi udara juga terus berkembang, salah satu adalah dengan beroperasinya model penerbangan unik yaitu melalui strategi penurunan operating cost di semua lini yang mengakibatkan harga tiket dapat ditekan. Model penerbangan ini disebut low cost carrier (LCC). Kepuasan konsumen terhadap pelayanan yang diberikan oleh maskapai penerbangan di Indonesia sangat berpengaruh terhadap seberapa besar tingkat kualitas pelayanan dari sebuah maskapai penerbangan. Berbagai pelayanan yang mempengaruhi, kepuasan konsumen adalah keramahan seluruh awak kabin, fasilitas fisik yang ada, tarif penerbangan, ketepatan waktu keberangkatan kemudahan akses dan juga keselamatan penerbangan. Berdasarkan jajak pendapat dari 2.674 orang responden mengenai apa yang diinginkan dari sebuah maskapai penerbangan didapatkan hasil sebanyak 9,6% menginginkan pelayanan ramah dari awak kabin, 16,9% penerbangan yang tepat waktu, armada yang baru 18,3%, 55,2% tarif yang murah (Indopos. 2015). Maskapai penerbangan di Indonesia sering mengalami keterlambatan waktu pada saat akan terbang atau dengan kata lain sering mengalami delay. Salah satu maskapai penerbangan di Indonesia yang sering mengalami keterlambatan dalam pemberangkatan pesawat adalah penerbangan low cost carriers. Secara garis besar tujuan penelitian ini adalah : menguji pengaruh service quality, customer satisfaction, brand trust terhadap costumer commitment serta dampaknya kepada customer loyalty pada penerbangan domestik maskapai low cost carrier di Bandara Internasional Ngurah Rai, Bali. Dengan unit observasi sebanyak 250 responden yang terdiri dari beberapa kriteria responden. Metode penelitian adalah explanatory survey. Hasil pengujian menunjukkan total indirect effect paling tinggi adalah pengaruh service quality terhadap customer loyalty dengan nilai t value sebesar 4,074, selanjutnya service quality terhadap customer commitment dengan nilai t value sebesar 3,243 di ikuti dengan sisa variabel lainnya. Hasil ini menunjukkan bahwa service quality merupakan variabel yang mendominasi pada hasil penelitian yang dilakukan. Semakin baik service quality yang diberikan maskapai kepada penumpang maka akan meninggkatkan komitmen penumpang dan selanjutnya akan menggiring penumapng untuk semakin loyal kepada maskapai.

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