scholarly journals THE EFFECT OF HUMAN RELATION, LOCUS OF CONTROL AND ORGANIZATIONAL CULTURE ON OCB WITH CONSUMER SATISFACTION AS INTERVENING VARIABLES (STUDY CASE AAT PT SUKA FAJAR, VETERAN PADANG)

2020 ◽  
Vol 2 (1) ◽  
pp. 94-103
Author(s):  
Nofsri Suriyana ◽  
Nandan Limakrisna ◽  
Ronni Andri Wijaya
Keyword(s):  
Organizational Culture ◽  
Data Analysis ◽  
Locus Of Control ◽  
Customer Satisfaction ◽  
Consumer Satisfaction ◽  
Analysis Method ◽  
Human Relations ◽  
Study Case ◽  
Intervening Variables ◽  
The Way

The purpose of this study is to determine the influence of Human Relations, Locus Of Control, and Organizational Culture on OCB with Customer Satisfaction. The method of collecting data analysis uses a questionnaire, with a sample of 50 respondents. The data analysis method used is multiple linear regression. The result shows that Human Relations has positive and significant effect on customer satisfaction, with significant level of (0.014 <0.05). Locus of Control has significant effect on customer satisfaction, with significant level (0.038 <0.05). Organizational culture has significant effect on customer satisfaction, with significant level (0.016> 0.05). Human Relationship has significant effect on Ocb, with significant level (0.047 <0.05). Finally, the writer suggests that the company PT Suka Fajar Company increase the way of service for customer satisfaction or improve the way products sold to consumers, or increase competition in sales so that consumers feel satisfied with the company. Furthermore, enhance the way of marketing in a way that attracts customers to the company.

scholarly journals HARGA DAN PROSES TERHADAP KEPUASAN KONSUMEN KAFE INSTAMIE DI KOTA BANDUNG

2018 ◽  
Vol 11 (1) ◽  
pp. 15
Author(s):  
Popo Suryana ◽  
Intan Muliasari
Keyword(s):  
Data Analysis ◽  
Linear Regression ◽  
Customer Satisfaction ◽  
Consumer Satisfaction ◽  
Research Method ◽  
Coefficient Of Determination ◽  
Service Process ◽  
Distribution Data ◽  
Analysis Method ◽  
Multiple Correlation

The study aims to determine the influence of price and process on customer satisfaction at Instamie Cafe in Bandung either simultaneously or partially. The research method used is descriptive and verificative with sample size of 100 respondents. Data collection techniques used were observation, interview and questionnaire distribution. Data analysis method used is multiple linear regression, multiple correlation and coefficient of determination. The result shows that price of Instamie Cafe was too expensive and less service process and customer did not satisfy. Price and service process contribute to consumer satisfaction at Instamie Cafe. Based on the coefficient of partial determination, this study shows that the process gives greater influence on customer satisfaction than price.

scholarly journals KEPUASAN PENGGUNA JASA TRANSPORTASI UNTUK MENINGKATKAN LOYALITAS

2017 ◽  
Vol 3 (3) ◽  
pp. 317
Author(s):  
Euis Saribanon ◽  
Rohana Sitanggang ◽  
Amrizal Amrizal
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Consumer Satisfaction ◽  
Central Office ◽  
Test Results ◽  
Analysis Method ◽  
Transport Service ◽  
Independent Variables ◽  
Intervening Variables

This study aims to analyze and describe the direct and indirect effects between service quality and ticket fare through customer satisfaction to achieve customer loyalty of Perum DAMRI Land Transport service at central office /Prime Pull Perum Damri in Jakarta. The population is Perum DAMRI customers who have used the services of Perum DAMRI several times for several destinations. While the sample is Perum DAMRI customers in the Region of DKI Jakarta of 125 respondents, using purposive sampling. The analysis used in this research is Path Analysis Method. The calculations indicate that the variables of service quality to customer satisfaction is significant. Based on calculations, it is indicated that the ticket fare variable to consumer satisfaction is significant. Consumer satisfaction can be an intervening variable between service quality and loyalty of consumers. Consumer satisfaction can be an intervening variable between the ticket fare to the customers’ loyalty. Based on the test results, the variable of consumer satisfaction on customer loyalty is significant, Adjusted R Square (R2) of 0.981 shows that 98.1 % of the variance or consumer loyalty is determined by the independent variables and intervening variables in the regression equation

PENGARUH KUALITAS PRODUK DAN KUALITAS PELAYANAN TERHADAP PENINGKATAN KEPUASAN DAN LOYALITAS PELANGGAN PERUSAHAAN DAERAH AIR MINUM (PDAM) KOTA MAKASSAR

2019 ◽  
Vol 3 (2) ◽  
pp. 228-244 ◽  
Author(s):  
Muhammad Rezha Pahlawan ◽  
Nurlia Nurlia ◽  
Abdul Rahman Laba ◽  
Erlina Pakki ◽  
Hardiyono Hardiyono
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Customer Loyalty ◽  
Indirect Effects ◽  
Analysis Method ◽  
Water Company ◽  
The Relationship ◽  
Intervening Variables ◽  
Customer Satisfaction And Loyalty

This study aims to determine the effect of Product Quality and Service Quality on Increasing Customer Satisfaction and Loyalty in Makassar Municipal Water Company (PDAM) both directly and through intervening variables or indirect effects. This study uses a quantitative approach conducted with the aim to explain the position of the variables studied and the relationship between one variable with another variable. This research will explain the causal relationship between variables through hypothesis testing. In this study, the analysis method used is path analysis using the SmartPLS program. The results of this study found that directly the product quality had a positive and significant effect on customer satisfaction, service quality had a positive and significant effect on customer satisfaction, product quality had a positive and significant effect on customer loyalty, service quality had a positive and not significant effect on customer loyalty, customer satisfaction positive and significant effect on customer loyalty. The indirect effect of this research is product quality has a positive and significant effect on customer loyalty if mediated by customer satisfaction. Service quality also has a positive and significant effect on customer loyalty if mediated by customer satisfaction.

PENGARUH KUALITAS PRODUK DAN KUALITAS LAYANAN TERHADAP KEPUASAN PELANGGAN

2017 ◽  
Vol 5 (3) ◽  
Author(s):  
Ismail Razak, SE., MS. ◽  
Nirmala Putri Sari
Keyword(s):  
Data Analysis ◽  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Sampling Method ◽  
Primary Data ◽  
Analysis Method ◽  
Simple Linear Regression ◽  
The City

The aim of this study was to analize the effects of product quality and service quality on the customer satisfaction. This study took place in the City of Bekasi and objects in this study are all customer who use the Matrass GM-9000. Primary data was obtained from customers of Matrass GM-9000 in Bekasi City through admission filling of questionnaire by using scale of Likert. The respondent of this study was chosen through accidental sampling method, and data analysis method was simple linear regression and multiple linear regression. The results of this study indicated that product quality and service quality positively and significant influenced the customer satisfaction

scholarly journals ANALISIS TINGKAT KEPUASAN PELANGGAN TERHADAP PELAYANAN PT PELNI (PERSERO)

2018 ◽  
Vol 1 (2) ◽  
Author(s):  
Arif Fatkur Rohman ◽  
Bambang Syairudin ◽  
Endah Angreni
Keyword(s):  
Data Analysis ◽  
Customer Satisfaction ◽  
Continuous Improvement ◽  
Shopping Centers ◽  
Analysis Method ◽  
Clean Room ◽  
High Quality ◽  
Repair Service ◽  
Research Results ◽  
Sample Data

Development and competition business of transporting had been restrictive. Each operators race competition do innovation, efficiency, and continuous improvement. The customers of PT Pelni from year to year continues to decrease. Although actually PT Pelni also improve themselves, repair service and innovation, but still be unable to improve the number of passengers. This study attempts to know the level customer satisfaction PT Pelni to make known well and innovation that has done is in line with hope customers. The measurement of the customer satisfaction PT Pelni done with the approach servqual method. Aspects which are under consideration includes 5 dimensions main namely tangibles, reliability, responsiveness, assurance, and empathy which divided in 29 indicators variable. This research using respondents as the sample. Data analysis used the analysis method servqual and cartesious diagrams. The research results show that there are inconquirity between hope customers by the fact experienced. The largest is in dimension tangible, with the gap an average of -1,3.While gap smallest there are in dimension responsiveness -0,42. Analysis by diagram cartecious show you some attribute in the main priority improvement: furnishings that high quality (2), facilities shopping centers on a vessel (4), the availability of a bed with the corresponding numbers of a ticket (6), size cabin large (7), and the condition a clean room (8). All those attributes including in dimension of tangible.

scholarly journals PENGARUH KESADARAN MEREK, KEPUASAN KONSUMEN DAN KEPERCAYAAN KONSUMEN ATAS MEREK TERHADAP PEMBELIAN ULANGTIKET PESAWAT FIREFLY DI BANDA ACEH

2019 ◽  
Vol 1 (1) ◽  
Author(s):  
Ika Rahmadani ◽  
Tia Risky Ayunda
Keyword(s):  
Data Analysis ◽  
Significant Influence ◽  
Consumer Satisfaction ◽  
Consumer Trust ◽  
Brand Awareness ◽  
Analysis Method ◽  
Research Results ◽  
Airline Tickets ◽  
Banda Aceh ◽  
Airline Ticket

ABSTRAKThe aim of this research is to know the influence of brand awareness, consumer satisfaction andconsumer trust on brand toward the re-purchasing of Firefly airline ticket in Banda Aceh. This study took 99respondents of re-purchasing of FireFly airline tickets in Banda Aceh. This research was conducted at the SultanIskandar Muda airport in Banda Aceh. Data analysis method which used in this research is multiple linearregression. The research results showed that the variables Brand Awareness, consumer satisfaction andconsumer trust for brand have significant influence to the repurchasing of Firefly airline tickets in Banda Aceh.In the future, it is expected that the re-purchasing of Firefly airline tickets in Banda Aceh should be able tomaintain their brand awareness, consumer satisfaction and consumer trust for brand and to improve otherfactors which is capable to creating consent to the consumer so that the consumer wants to recommendate to theothers.Keywords: Brand awareness, Consumer trust for brand, Cunsumer satisfaction, Repurchasing

scholarly journals The Effect of Service Quality, Trust, Brand Image on Customer Satisfaction (Study on Cimb Niaga Tabungan Bisnis PT. Bank Cimb Niaga Tangerang Bintaro Branch)

2020 ◽  
Vol 5 (8) ◽  
pp. 1767-1772
Author(s):  
Defi Alfianto ◽  
Dr. Tafiprios, SE,. MM
Keyword(s):  
Data Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Brand Image ◽  
Partial Least Square ◽  
Least Square ◽  
Survey Method ◽  
Questionnaire Data ◽  
Analysis Method ◽  
Convenience Sampling

In this researchpintends to analyze the influence of service quality, trust, brand image and customer satisfaction. The object of this research is the customer of bank cimb niaga branch tanggerang bintaro the number of samples specified is a total of 100 respondents by using slovin calculation method. The sample withdrawal method uses Convenience Sampling. The method performed for data collection using the survey method, with research instruments is a questionnaire. Data analysis method using SEM Partial Least Square (PLS).. Penelitian has proven telah that thequality of service has a positive and significant effect on customer satisfaction,trust kepercayaan has a positive and significant effect on customer satisfaction,and the brand image has a positive and significant effect on pt customer satisfaction. Bank CIMB Niaga Tangerang Bintaro Branch

scholarly journals PENGARUH KEPEMIMPINAN DAN BUDAYA ORGANISASI TERHADAP KINERJA KARYAWAN PT KAO INDONESIA

2020 ◽  
Vol 8 (2) ◽  
Author(s):  
Pendi Hasyim ◽  
Nuridin Nuridin
Keyword(s):  
Organizational Culture ◽  
Regression Analysis ◽  
Data Analysis ◽  
Random Sampling ◽  
Employee Performance ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Multiple Linear Regression Analysis ◽  
Analysis Method

<em>This study aims to determine the Effect of Leadership and Organizational Culture on Employee Performance of PT. Kao Indonesia. The population in this study amounted to 300 employees. By using the Slovin formula a sample of 75 employees was obtained. The sampling technique used is simple random sampling. This study uses a quantitative approach, data for this study were obtained through a questionnaire that was filled out by respondents who had been determined. The data analysis method used is a simple and multiple linear regression analysis method. The research results partially show that leadership has a significant effect on employee performance. Organizational culture has a significant effect on employee performance. While simultaneously leadership variables and organizational culture have a positive and significant effect on the performance of employees of PT. Kao Indonesia.</em>

scholarly journals PERAN KEPUASAN KONSUMEN MEMEDIASI HUBUNGAN KUALITAS PRODUK DAN PERSEPSI HARGA DENGAN KEPUTUSAN PEMBELIAN ULANG

2020 ◽  
Vol 9 (4) ◽  
pp. 1379
Author(s):  
Ida Ayu Prayoni ◽  
Ni Nyoman Rsi Respati
Keyword(s):  
Data Analysis ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Product Quality ◽  
Consumer Satisfaction ◽  
Purchase Decisions ◽  
Price Perception ◽  
Analysis Techniques ◽  
Probability Methods ◽  
Scale Data

This study aims to determine the effect of product quality and price perception on consumer satisfaction and repurchase decisions on consumers who buy and use Pepsodent toothpaste. This research was conducted in Denpasar City with a sample size of 105 respondents with non-probability methods in the form of purposive sampling. Data collection was carried out through questionnaires with as many as 15 indicators measured using a Likert scale. Data analysis techniques used in this study are path analysis techniques with classical assumption test and sobel test. The results of the study stated that the variables of customer satisfaction, product quality variables and price perception variables had a positive and significant effect on repurchase decisions. Keywords: product quality, price perception, customer satisfaction, repeat purchase decisions

scholarly journals PENGARUH VARIASI MENU DAN CITA RASA, PERSEPSI HARGA, KEBERSIHAN TERHADAP KEPUASAN KONSUMEN PADA RUMAH MAKAN DUTA MINANG JL. BRIGJEN KATAMSO

2019 ◽  
Vol 1 (1) ◽  
pp. 151
Author(s):  
Felinda Astuti ◽  
Henny Welsa ◽  
Ignatius Soni Kurniawan
Keyword(s):  
Regression Analysis ◽  
Data Analysis ◽  
Customer Satisfaction ◽  
Consumer Satisfaction ◽  
Sampling Technique ◽  
Significance Level ◽  
Price Perception ◽  
Independent Variables ◽  
Positive Effect ◽  
Good Hygiene

This research was conducted to examine the effect of menu variations and tastes, perceptions of price, cleanliness on customer satisfaction at Duta Minang Restaurant Jln. Brig. Gen. Katamso. This study uses the dependent variable namely menu variation and taste, price perception, cleanliness and independent variables, namely customer satisfaction. The sampling technique used is Simple Accidential Sampling. Simple Accidential Technique Sampling, which is known as opportunity sample or free sampling, was chosen because of comfortable accessibility and proximity to the researcher. Samples are only taken at consumers of Duta Minang Restaurant Jln. Brigadier General Katamso totaling 100 people. The procedure for collecting data uses questionnaires that are distributed to be filled by Duta Minang consumers. Data processing uses multiple regression analysis with SPSS 16.0 tools. Based on data analysis and the results of hypothesis testing in this study it can be concluded that menu variations and tastes have a positive effect on consumer satisfaction with a significance level of 0,000. Price perception has a positive effect on customer satisfaction with a significance level of 0,000. Cleanliness has a positive effect on consumer satisfaction with a significance level of 0.016. This gives the implication that companies with good hygiene can increase customer satisfaction. And simultaneously the variable variations in menu and taste, price perception, and cleanliness positively influence consumer satisfaction with the value of F obtained at 207,528 and an error rate of 5%, the ability of the regression equation in this study, to explain the magnitude of variation that occurs in the dependent variable of 86 , 2% while 13.8% is explained by variables that the researcher cannot explain.

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