PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH  PADA BANK NAGARI CABANG LUBUK SIKAPING

This research is motivated by customer satisfaction which is a customer action to save. The purpose of this study was to determine the ef ect of location, quality of savings products, service quality on customer satisfaction. In this study using primary data collected by explanatory research methods and sample collection techniques in the form of accidental sampling of BMT customers Adzkiyah Khidmatul Ummah using a questionnaire with a likert skla in BMT Adzkiyah Khidmatul Ummah in Metro City. Testing the instrument requirements used include validity, reliability testing. Requirements analysis using normality test, linearity test, homogeneity test. And analysis tools using multiple linear regression with partial test (t test), simultaneous test (f test), coef icient of determination test (R2). As testing requirements analysis and hypothesis testing. Based on the results of research using multiple linear regression analysis obtained location influences customer satisfaction, the quality of savings products does not af ect customer satisfaction, and service quality influences customer satisfaction.

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Servicescape and Service Quality in Creating Customer Loyalty

Ilomata International Journal of Management ◽

10.52728/ijjm.v2i4.273 ◽

2021 ◽

Vol 2 (4) ◽

pp. 274-281

Author(s):

Aldina Shiratina ◽

Adnan Rajak ◽

Yanto Ramli ◽

Nuri Putria Nirba Nirwana

Keyword(s):

Linear Regression ◽

Service Quality ◽

Multiple Linear Regression ◽

Customer Loyalty ◽

Quantitative Method ◽

Quality Service ◽

Unit Of Analysis ◽

Significance Level ◽

The Impact ◽

Method Approach

The development of cooperatives is currently starting to stagnate. This study aims to reveal this research. This research aims to analyze the effect of Servicescape on customer loyalty, the impact of Servicescape on service quality, the impact of service quality on customer loyalty, and the impact of Servicescape on customer loyalty mediated by service quality. This research uses a quantitative method approach. The unit of analysis in this study was all female members of the Padalarang Partnership Village Cooperative in 2016, totaling 125 people consisting of active and passive female members. The population in this study amounted to 125 people and a set precision or a significance level of 0.05, so the sample size in this study was 95 members as respondents. This study was analyzed using multiple linear regression for verification analysis. The findings in this study are Servicescape affects service quality, service quality affects the loyalty of female members, and Servicescape affects the loyalty of female members.

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The Impact Of E-Service Quality To Wards Customre Satisfaction On The User Of Internet Banking In PT. Bank Rakyat Indonesia Tbk (Persero)

International Journal of Science, Technology & Management ◽

10.46729/ijstm.v2i4.254 ◽

2021 ◽

Vol 2 (4) ◽

pp. 1415-1422

Author(s):

Deni Ardiansyah ◽

Lies Handrijaningsih

Keyword(s):

Linear Regression ◽

Customer Satisfaction ◽

Service Quality ◽

Multiple Linear Regression ◽

Internet Banking ◽

Primary Data ◽

Coefficient Of Determination ◽

Banking Service ◽

Electronic Service ◽

The Impact

This research aims to analyze the impact of electronic service quality which consists of efficiency, fulfillment, reliability, privacy, responsiveness, contact, and compensation towards the customer satisfaction on the user of internet banking in PT Bank Rakyat Indonesia, Persero. Customer satisfaction is an urgent matter in banking and is one of the company duty to create that satisfaction out of every single service provided. The sample used in this research are respondents which are customers who use internet banking service from BRI. The data used in this research is primary data collected by conducting online questionnaires to 150 respondents. Analyzing technique used is validity, reliability, classical assumption, multiple linear regression, t, F, and the coefficient of determination test. The result shows that simultaneously, electronic service quality which consists of efficiency, fulfillment, reliability, privacy, responsiveness, contact, and compensation do have an impact towards customer satisfaction on the user of internet banking service of BRI. The finding on partial test shows that efficiency, fulfillment, contact and compensation has an impact towards customer satisfaction whereas reliability, privacy, and responsiveness do not.

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ANALYSIS OF THE INFLUENCE OF SERVICE QUALITY ON CUSTOMER SATISFACTION IN PT SUMMIT OTO FINANCE BRANCH OF SURABAYA

Jurnal Ekonomi ◽

10.29138/je.v20i1.63 ◽

2019 ◽

Vol 20 (1) ◽

pp. 1-12

Author(s):

Eni Yuli Siswati ◽

Agus Sukoco

Keyword(s):

Linear Regression ◽

Customer Satisfaction ◽

Quality Of Services ◽

Linear Regression Method ◽

Positive Direction ◽

Multiple Linear Regression Method ◽

Level Of Satisfaction ◽

Multi Linear Regression ◽

The Relationship

This study aims to determine and analyze how much influence the quality of services on the level of satisfaction felt by customers who use the financing services of PT Summit Oto Finance Surabaya Branch. The model used in this research is the method of observation, interviews, and questionnaires using a Likert scale and the method of determining the sample used is Proportionate Stratified Random Sampling of 100 samples. The analytical method used is the multiple linear regression method (Multi Linear Regression. The results of the study obtained the regression equation Y = 0.408 + 0.035X1 + 0.320X2 + 0.183X3 + 0.217X4 + 0.277X5. Where simultaneously all variables are tangible, reliability, responsiveness, assurance. , and empathy have a significant influence and positive direction of the relationship on customer satisfaction, while partially only tangible variables that do not affect customer satisfaction The most influencing variable on customer satisfaction is the variable reliability (2,898).

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PENGARUH KUALITAS PELAYANAN DAN KERAGAMAN PRODUK TERHADAP KEPUASAN KONSUMEN PADA TOKO KING DI MALANG

JEM17: Jurnal Ekonomi Manajemen ◽

10.30996/jem17.v2i1.1195 ◽

2018 ◽

Vol 2 (1) ◽

Author(s):

Syamswana Yuwana ◽

Hendro Yuwono

Keyword(s):

Data Analysis ◽

Linear Regression ◽

Customer Satisfaction ◽

Service Quality ◽

Multiple Linear Regression ◽

Consumer Satisfaction ◽

Linear Regression Equation ◽

Product Diversity ◽

Independent Variables

ABSTRAKConsumer satisfaction can be realized well if the company is able to provide quality service and product diversity that consumers expect. The higher the quality of service received then the consumer will be satisfied, so that the consumer will be a permanent consumer in the company. Similarly, the King Shop as a provider of photocopying and stationery products located in Malang are also trying to improve the quality of service and product diversity in accordance with consumer expectations. So the purpose in doing research is to determine the effect of service quality and product diversity to customer satisfaction either simultaneously or partially, to know which influence is most dominant between service quality and product quality to customer satisfaction. The study was conducted at the Poor King Shop. The sample used in this study amounted to 60 respondents. The method used in this sampling is to use probability sampling. Data testing techniques used in this research include the validity test, reliability test with Alpha Cronbach. The method of data analysis used is multiple linear regression analysis to test and prove research hypothesis using computer application program SPSS Version 21. Based on the results of data analysis, the multiple linear regression equation obtained is as follows: Y = 7.446 + 0.207X.1 + 0.482X.2. From multiple linear regression equation can be known variables of service quality and product diversity have an effect on signifikan to consumer satisfaction at king store in malang. Result of t test, have positive and significant effect to consumer satisfaction because t count bigger than t table. Results simultaneously with the F test shows that all independent variables significantly influence customer satisfaction because f count is greater than f table. Therefore H0 is rejected and Ha accepted. The value of multiple determinant coefficient (R Square) of 0.432 indicates that 56.8% of customer satisfaction variables can be explained by independent variables of service quality and product diversity, while the rest of 43.2% is explained by other variables.Â Keywords: service quality, product diversity, customer satisfaction

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PENGARUH KUALITAS PELAYANAN DAN KERAGAMAN PRODUK TERHADAP KEPUASAN KONSUMEN PADA TOKO KING DI MALANG

JEM17: Jurnal Ekonomi Manajemen ◽

10.30996/jem17.v2i2.1197 ◽

2018 ◽

Vol 2 (2) ◽

Author(s):

Syamswana Yuwana

Keyword(s):

Data Analysis ◽

Linear Regression ◽

Customer Satisfaction ◽

Service Quality ◽

Multiple Linear Regression ◽

Consumer Satisfaction ◽

Linear Regression Equation ◽

Product Diversity ◽

Independent Variables

ABSTRAKConsumer satisfaction can be realized well if the company is able to provide quality service and product diversity that consumers expect. The higher the quality of service received then the consumer will be satisfied, so that the consumer will be a permanent consumer in the company. Similarly, the King Shop as a provider of photocopying and stationery products located in Malang are also trying to improve the quality of service and product diversity in accordance with consumer expectations. So the purpose in doing research is to determine the effect of service quality and product diversity to customer satisfaction either simultaneously or partially, to know which influence is most dominant between service quality and product quality to customer satisfaction. The study was conducted at the Poor King Shop. The sample used in this study amounted to 60 respondents. The method used in this sampling is to use probability sampling. Data testing techniques used in this research include the validity test, reliability test with Alpha Cronbach. The method of data analysis used is multiple linear regression analysis to test and prove research hypothesis using computer application program SPSS Version 21. Based on the results of data analysis, the multiple linear regression equation obtained is as follows: Y = 7.446 + 0.207X.1 + 0.482X.2. From multiple linear regression equation can be known variables of service quality and product diversity have an effect on signifikan to consumer satisfaction at king store in malang. Result of t test, have positive and significant effect to consumer satisfaction because t count bigger than t table. Results simultaneously with the F test shows that all independent variables significantly influence customer satisfaction because f count is greater than f table. Therefore H0 is rejected and Ha accepted. The value of multiple determinant coefficient (R Square) of 0.432 indicates that 56.8% of customer satisfaction variables can be explained by independent variables of service quality and product diversity, while the rest of 43.2% is explained by other variables.Â

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Pengaruh Kualitas Pelayanan Dan Kepuasan Pelanggan Terhadap Keinginan Berbelanja Pada Coco Mart Tabanan

Jurnal Ilmiah Satyagraha ◽

10.47532/jis.v2i1.54 ◽

2020 ◽

Vol 2 (1) ◽

pp. 46-58

Author(s):

Ni Wayan Ari Sudiartini ◽

Ni Ketut Murdani ◽

Ni Kadek Candra Dewi

Keyword(s):

Regression Analysis ◽

Linear Regression ◽

Customer Satisfaction ◽

Service Quality ◽

Multiple Linear Regression ◽

Linear Regression Analysis ◽

Multiple Linear Regression Analysis ◽

Test Results ◽

Positive Effect

This research aims to find out how the influence of service quality and customer satisfaction to desire to shop at Coco Mart Tabanan. The data used in this research is quantitative data and then processed using multiple linear regression analysis. Population in this research were consumers who made purchases in Coco Mart Tabanan, with a sample of 60 people.Test results of multiple linear regression analysis obtained equation Y = - 0,465 + 0,236X1+ 0,289X2, which means the quality of service variables (X1) and customer satisfaction (X2) have a significant positive effect on the desire to shop (Y). The correlation test results show that the correlation coefficient of = 0,889 lies between 0,80-1,00 which means that the effect between service quality (X1) and customer satisfaction (X2) with shopping desire (Y) is very strong. Determination test results, adjusted amount of R2 is 0,790 this means the influence of service quality and customer satisfaction to the desire to shop for 79,0% while the remaining 21,0% influenced by other factors not examined. The results of the f test and t test show that the hypothesis which reads “ there is a significant influence between service quality (X1) and customer satisfaction (X2) on shopping desire (Y) “ can be received by testing significant level 0,000 is smaller than 0,05.

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PENINGKATAN KUALITAS LAYANAN, KELENGKAPAN PRODUK DAN CITRA PERUSAHAAN SEBAGAI UPAYA MEMAKSIMALKAN KEPUASAN KONSUMEN PADA TOKO EL MALIK KABUPATEN SUMENEP

PERFORMANCE Jurnal Bisnis & Akuntansi ◽

10.24929/feb.v9i2.791 ◽

2019 ◽

Vol 9 (2) ◽

pp. 43-59

Author(s):

Mohammad Rofik ◽

Unsul Abrar

Keyword(s):

Quality Of Service ◽

Linear Regression ◽

Customer Satisfaction ◽

Service Quality ◽

Multiple Linear Regression ◽

Consumer Satisfaction ◽

Corporate Image ◽

Purposive Sampling ◽

Quality Product

This research has purpose to know the effect from service quality, product completeness, corporate image on customer satisfaction. Based on there are many competitors of modern retail stores that have sprung up, it is not impossible that a store that used to be big can be a store left by its customers. The quality of service, store completeness and corporate image are the solutions to maximize consumer satisfaction at the Sumenep Elmalik shop. Kind from this research is a quantitative researc with the total of respondents determined by purposive sampling as one hundred respondents. Respondents were divided into several types, namely gender, age and occupation. Technical analiysis uses multiple linear regression. The results explain that quality of service, complecated product and corporate image give affection on Elmalik satisfaction of consumer, this is evidenced by the t value > from t table.

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Healthcare Service Quality Model of Private Hospitals in Bangkok, Thailand

Psychology and Education Journal ◽

10.17762/pae.v58i1.1419 ◽

2021 ◽

Vol 58 (1) ◽

pp. 3854-3858

Author(s):

Rungroje Songsraboon Et al.

Keyword(s):

Linear Regression ◽

Service Quality ◽

Multiple Linear Regression ◽

Regression Equation ◽

Linear Regression Method ◽

Quality Model ◽

Private Hospitals ◽

Quality Models ◽

Stepwise Method

The objectives of this article are (1) to explore the perceived factors of service quality affecting the decision to use services in private hospitals, (2) to analyze the relationship of service quality models and the decision to use services in private hospitals, and (3) to develop service quality models that influence the decision to use services in private hospitals. The sample group was 400 patients who were admitted to private hospitals listed on the Stock Exchange of Thailand, by the convenience sampling method. The statistics used in this research were descriptive statistics, percentage, mean, and standard deviation. The correlation between factors was used to analyze one-way ANOVA and construct a multiple-linear regression equation by the stepwise method. The results of the research were found that 1) factors affecting the decision to use services in private hospitals consisted of 8 factors, namely service quality of doctors, service quality of nurses, service quality for diagnosis, service quality of reception, service quality to stay in private hospitals, service quality of patient foods, service quality of cleaning in patient rooms, and service quality of payments. 2) The regression equation of the service decision can have six independent variables into the regression equation. They were able to jointly explain 65.8% variation in service decision and the resulting regression equation has a variance of 0.378. 3) The results of the development of the service quality model by the multiple linear regression method using the stepwise method, the key factors were consistent with the empirical data. It has a good predictive ability with quadratic multiple correlations (R2) of 0.658 or 65.8%, which can be written as a regression equation to be a key factor in the development of the service quality model that influence the decision to use services in private hospitals.

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Analisa Kualitas Layanan terhadap terhadap Kepuasan Nasabah di PT Bank Mandiri (Persero) Tbk. Cabang Sidoarjo Gedangan

Jurnal Maksipreneur Manajemen Koperasi dan Entrepreneurship ◽

10.30588/jmp.v4i2.102 ◽

2015 ◽

Vol 4 (2) ◽

pp. 28

Author(s):

Pierre Patarianto

Keyword(s):

Quality Of Service ◽

Regression Analysis ◽

Linear Regression ◽

Customer Satisfaction ◽

Multiple Linear Regression ◽

Linear Regression Analysis ◽

Multiple Linear Regression Analysis ◽

Significance Level ◽

Sampling Process

This study aimed to analyze the quality of service on customer satisfaction in PT. Bank Mandiri (Persero) Tbk. Sidoarjo branch Gedangan, the variables used in this study was the quality of service consisting of Reability, responsiveness, assurance, empathy, and tangible as well as the level of customer satisfaction. This study was conducted to spread out questionnaires to 72 customers in the bank branch Gedangan Sidoarjo. To see the effect of service quality on customer satisfaction conducted sampling of respondents involved in the sampling process. Test equipment used is the technique of multiple linear regression analysis with SPSS 17.0 software. From the results of multiple regression analysis in F test obtained Fhitung 22 285> of F Table of 2346 or by the significant value of 0000 in which the significance value is less than the significance level = 0.05. it can be concluded that Ho refused and Ha accepted, it means reliability (X1), responsiveness (X2) assurance (X3), empathy (X4), and tangible (X5) together have a significant impact on customer satisfaction (Y) , T test to determine the effect obtained partial realibility of 2611; variable responsiveness of 2155; variable assurance amounted to 2,383; emphaty variables for 4328; tangible variables for 2219. whose value is greater than ttable which amounted to 1,997, which means stating that the variable stress reliability (X1), responsiveness (X2), assurance (X3), empathy (X4), and tangible (X5), individually (partial) influence to variable customer satisfaction.

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