scholarly journals ANALISIS PENGARUH KUALITAS PELAYANAN, PROMOSI DAN HARGA TERHADAP KEPUASAN PELANGGAN PADA JASA PENGIRIMAN BARANG JNE DI BESUKI

2022 ◽  
Vol 18 (1) ◽  
pp. 182-191
Author(s):  
Kurnia Firmanda Jayanti ◽  
Feti Fatimah ◽  
Ahmad Izudin
Keyword(s):  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Random Sampling ◽  
Sampling Technique ◽  
Analytical Tool ◽  
Quality Promotion

This research was conducted to see the effect of service quality, promotion and price on customer satisfaction. This research was conducted at the Besuki branch of JNE. Sampling was done by random sampling technique where all the population was taken at random to be the research sample. This is done to increase customer satisfaction at JNE Besuki branch through service quality, promotion and price. The analytical tool used is multiple linear regression to determine service quality, promotion and price on customer satisfaction. The results show that service quality affects customer satisfaction, promotion affects customer satisfaction, price affects customer satisfaction. Keyword : service quality, promotion, price, customer satisfaction

scholarly journals PENGARUH PERCEIVED USEFULNESS DAN TRUST TERHADAP KEPUASAN KONSUMEN PADA E- COMMERCE SHOPEE

BISMA ◽  
2020 ◽  
Vol 14 (1) ◽  
pp. 82
Author(s):  
Nunuk Latifah ◽  
Anna Widayani ◽  
Rani Arifah Normawati
Keyword(s):  
Linear Regression ◽  
Customer Satisfaction ◽  
Multiple Linear Regression ◽  
Random Sampling ◽  
Consumer Satisfaction ◽  
Sampling Technique ◽  
Perceived Usefulness ◽  
Consumer Trust

The purpose of this study is to analyze and explain the effect of perceived usefulness and trust on consumer satisfaction of Shopee e-commerce. This research conducted in Indonesia that targeted Shopee consumers. Data were collected from the survey by distributing questionnaires to the research respondents. The sample consisted of 86 people selected by a random sampling technique. Data were analyzed using multiple linear regression. Results showed that perceived usefulness and trust have a positive and significant effect on consumer satisfaction. The results of this study also proved that Shopee users assess that the perceived usefulness of the e-commerce applications could facilitate convenience during the online transaction. Meanwhile, trust, in the form of guaranteed transactions and recommendations and ratings from consumers, is a form of support and services provided by Shopee to build consumer trust in Indonesia. Keywords: customer satisfaction, e- commerce, perceived usefulness, Shopee, trust

scholarly journals PENGARUH KUALITAS PELAYANAN, CITRA MEREK DAN KEPUASAN PELANGGAN TERHADAP LOYALITAS PELANGGAN LOGISTIK PADA PT. TIKI JALUR NUGRAHA EKAKURIR (JNE) DI KOTA GRESIK

MANAJERIAL ◽  
2018 ◽  
Vol 4 (2) ◽  
pp. 41
Author(s):  
RETNO AYU MULFI
Keyword(s):  
Linear Regression ◽  
Customer Satisfaction ◽  
Literature Review ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Customer Loyalty ◽  
Brand Image ◽  
Sampling Technique ◽  
The City

This study aims to examine the effect of Service Quality, Brand Image and Customer Satisfaction on Logistics Customer Loyalty at PT. Tiki Track Nugraha Ekakurir (JNE) in the City of Gresik. Then a literature review and the preparation of hypotheses were carried out, data were also obtained from questionnaires on 96 Gresik people who had used PT. Tiki Nugraha Ekakurir Line (JNE) using nonprobability sampling technique. Testing is done using multiple linear regression. The results of the analysis show that service quality significantly affects customer loyalty, brand image significantly influences customer loyalty and customer satisfaction significantly influences customer loyalty.

PENGARUH KUALITAS LAYANAN DAN HARGA TERHADAP KEPUASAN KONSUMEN PADA KEDAI DEN BEI KOTA BEKASI

2019 ◽  
Vol 7 (2) ◽  
Author(s):  
Imam Wibowo ◽  
Linda Stefani
Keyword(s):  
Regression Analysis ◽  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Random Sampling ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
Dominant Effect ◽  
Analysis Technique

<em>This research is about The Effect of Service Quality and Price on Customer Satisfaction. This research aims to determine the simultaneous and partial effect between Service Quality and Price on Customer Satisfaction at Kedai Den Bei in Pondok Gede Bekasi. In this research the sample took 60 respondent using random sampling technique. The data that has been obtained tested using multiple linear regression analysis technique. The result that shown from this research are Service Quality and Price simultaneous and partial gave positive and significant effect on Customer Satisfaction, whereService Quality has more dominant effect to Customer Satisfaction. Thus, it can be concluded that Service Quality and Price influence Customer Satisfaction at Kedai Den Bei in Pondok Gede Bekasi</em>

scholarly journals Analisis faktor pendorong minat nasabah dalam memilih Tabungan Haji di Bank Syariah Mandiri Kantor Cabang Aceh

2021 ◽  
pp. 124-141
Author(s):  
Nurma Sari ◽  
Lika Annisa ◽  
Eka Nurlina
Keyword(s):  
Linear Regression ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Random Sampling ◽  
Regression Models ◽  
Social Promotion ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Linear Regression Models ◽  
Multiple Linear Regression Models

This study aims to partially and simultaneously analyze the influence of service quality, social, promotion, and knowledge on customer interest in using Hajj savings at Bank Syariah Mandiri in Aceh. Based on 122 questionnaires distributed to respondents, using probability sampling technique, which is simple random sampling and later analyzed by using multiple linear regression models, the results show that service quality, social, promotion, and knowledge have a simultaneous and partial effect on customer interest in using Hajj savings at Bank Syariah Mandiri in Aceh.

scholarly journals PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN PELANGGAN TRAVEL DI KABUPATEN MALAKA (Studi Pada Travel Betun Mandiri Expres)

2020 ◽  
Vol 12 (2) ◽  
Author(s):  
Yuventus K K Finistyawan ◽  
Juita L D Bessie
Keyword(s):  
Regression Analysis ◽  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
Five Dimensions ◽  
Car Travel

This research aims to determine the effect of service quality on customer satisfaction of Betun Mandiri Express (BME) Car Travel. The independent variable in this study is the dimension of service quality consisting of physical evidence, reliability, responsiveness, assurance, and empathy, while the dependent variable is customer satisfaction. The number of samples is 99 respondents who ever using BME Car Travel services more than twice. Samples were gained using accidental sampling technique. Data were collected using questionnaires, interviews, observations, and literature studies. Data analysis techniques used are quantitative descriptive, multiple linear regression analysis and hypothesis testing using the Software SPSS 24. Descriptive Analysis's results show that overall, the respondents gave a categorized perception assessment both for the five dimensions of Service Quality and Satisfaction of using BME Travel. From the results of Multiple Linear Regression Analysis found the mathematical equation: Y = 2.537 + 0.174X1 + 0.158 X2 + 0.185 X3 + 0.146 X4 + 0.196 X5.Both the F Test and t Test results show that simultaneously and partially the five dimensions of Service Quality have a significant effect on customer satisfaction. However, based on the value of Adjusted R2 shows the contribution of the variable Service Quality to Customer Satisfaction is only 32.2%. While 67.8% is influenced by other variables outside the focus of this study. These variables are price and promotion which can be considered for further researchers besides service quality.   Keywords: Tangibles, Reliability, Responsiveness, Assurance, and Empathy and Customer Satisfaction  

KUALITAS PELAYANAN, PROMOSI PENJUALAN DAN PERSEPSI HARGA TERHADAP KEPUASAN PELANGGAN PADA PENGGUNA TRANSPORTASI ONLINE GRAB BIKE DI KOTA SURAKARTA

2020 ◽  
Vol 4 (02) ◽  
Author(s):  
Dewi Darma Wati ◽  
Bambang Mursito ◽  
Sri Hartono
Keyword(s):  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Sampling Method ◽  
Sampling Technique ◽  
Sales Promotion ◽  
Probability Sampling ◽  
Price Perception

This study aims to examine the effect of service quality, sales promotion and price perception on customer satisfaction. The population used in this study is not limited to the grab application users in Surakata City. The sample used in this study was 100 people determined using the Sugiyono formula. The sampling technique used is the non probability sampling method with the sampling method used is accidental sampling and analyzed using multiple linear regression with SPSS version 21. The results of this study can be seen that the calculated F value of 32.274 (p> 3.09) and a significance value of 0.000 (p 1.98) and the significance value was 0.001 (p 1.98) and the significance value was 0.047 (p 1.98) and the significance value was 0.015 (p

scholarly journals PENGARUH KUALITAS PELAYANAN, HARGA DAN LOKASI TERHADAP KEPUASAN KONSUMEN (Studi Kasus Pada Milala Service Station Medan)

2020 ◽  
pp. 141-150
Author(s):  
Yessi Yospita Barus ◽  
Ria Veronica Sinaga ◽  
Roslinda Sagala
Keyword(s):  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Sampling Technique ◽  
Total Sample ◽  
Service Users ◽  
Service Station ◽  
Analysis Technique ◽  
Influential Variable

This study aims to determine whether there is an influence between service quality, price and location on customer satisfaction either partially or simultaneously on Milala Service Station Medan. The population of this research is the service users of Milala Service Station during the study period with a total sample of 82 respondents with purposive sampling technique. Data collection method with a questionnaire. Data analysis technique used is multiple linear regression. The multiple linear regression equation obtained from the test results is Y = -0,636 + 0,145X1 + 0,224X2 + 0,236X3 + ei, meaning that simultaneous service quality, price and location have a positive and significant effect on customer satisfaction of users of MilalaService Station Medan services. However, location variable is the most influential variable on customer satisfaction of service users of Medan Milala Service Station. With a regression coefficient of 0.236 or 23.6%, this means that Milala Medan Service Station should maintain its existing location. R square of 0.401, meaning that variations in customer satisfaction can be explained by variations in service quality, price and location by 40.1% and the remaining 59.9% can be explained by other variables not explained in this study. From the results of research and discussion, Medan Milala Service Station should further develop and maintain indicators of service quality, price and location available at Medan Milala Service Station, so that employees can further enhance customer satisfaction.

scholarly journals Pengaruh Kualitas Pelayanan terhadap Kepuasan Pelanggan Grab di Kota Palembang

2020 ◽  
Vol 1 (2) ◽  
pp. 46-55
Author(s):  
Nadia Afrilliana
Keyword(s):  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Sampling Technique ◽  
Problem Formulation ◽  
Primary Data ◽  
Coefficient Of Determination ◽  
Analysis Technique ◽  
Questionnaire Method

Tujuan dari penelitian ini untuk mengetahui rumusan masalah adakah pengaruh kualitas pelayanan terhadap kepuasan pelanggan Grab di Kota Palembang. Jenis penelitian yang digunakan adalah penelitian Asosiatif yaitu untuk mengetahui pengaruh kualitas pelayanan terhadap kepuasan pelanggan Grab di Kota Palembang. Variabel yang digunakan adalah Tangible, Reliability, Responsiveness, Assurance dan Empathy. Sampel dalam penelitian ini adalah sebanyak 68 responden, dengan teknik pengambilan sampel Purvosive Sampling. Data yang digunakan dalam penelitian ini adalah data primer, dengan menggunakan metode kuesioner. Teknik analisis yang digunakan adalah regresi linier berganda yang didapat Y =. 3,725+ 0,130 X1 + 0,255 X2 + 0,082 X3 + 0,273 X4 - 0,088 X5+e Secara simultan (Uji F) ada pengaruh yang signifikan tangible, reliability, responsiveness, assurance dan empathy terhadap kepuasan pelanggan Grab di Kota Palembang. Secara parsial (Uji t) variabel tangible thitung (2,609) ≥ ttabel (1,666), variabel reliability thitung (3,454) ≥ ttabel (1,666), variabel responsiveness thitung (1,176) ≤ ttabel (1,666), variabel assurance nilai thitung (3,235) ≥ ttabel (1,666), dan variabel empathy thitung (-0.985) ≤ ttabel (1,666), Koefisien Determinasi R2 sebesar 0,663 angka tersebut menggambarkan bahwa kepuasan pelanggan dapat dipengaruhi oleh kualitas pelayanan sebesar 66,3% sedangkan sisanya 0,337 atau 33,7% dijelaskan oleh variabel lain yang tidak termasuk dalam penelitian ini. The purpose of this study was to determine the problem formulation whether the effect of service quality on Grab customer satisfaction in Palembang City. This type of research is associative research, which is to determine the effect of service quality on Grab customer satisfaction in Palembang City. The variables used are Tangible, Reliability, Responsiveness, Assurance and Empathy. The sample in this study were 68 respondents, with purposive sampling technique as a sample. The data used in this study are primary data, using a questionnaire method. The analysis technique used is multiple linear regression obtained Y =. 3,725+ 0.130 X1 + 0.255 X2 + 0.082 X3 + 0.273 X4 - 0.088 X5 + e Simultaneously (F test) there is a significant effect of tangible, reliability, responsiveness, assurance and empathy on Grab customer satisfaction in Palembang City. Partially (t test) tangible variable t count (2.609) ≥ttable (1.666), variable reliability tcount (3.454) ≥ttable (1.666), variable responsiveness tcount (1.176) ≤ttable (1.666), assurance variable tcount (3,235) ≥ t table (1.666), and the empathy variable tcount (-0.985) ≤ttable (1.666), the coefficient of determination R2 of 0.663 this figure illustrates that customer satisfaction can be influenced by service quality by 66.3% while the remaining 0.337 or 33.7% is explained by other variables not included in this study.

scholarly journals PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN NASABAH PADA PT. MANDALA MULTI FINANCE CABANG PALU

2020 ◽  
Vol 3 (2) ◽  
pp. 151-158
Author(s):  
Dewi Dewi ◽  
Chalil Chalil ◽  
Syamsul Bachri Daeng Parani
Keyword(s):  
Data Analysis ◽  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Sampling Method ◽  
Sampling Technique ◽  
Purposive Sampling ◽  
Physical Evidence

 The purpose of this study is to determine the effect of service quality on customer satisfaction at  PT. Mandala Multi Finance Palu Branch. The sample used is 90 respondents, with sampling  technique used is purposive sampling. Method of data analysis used in this research is Multiple Linear Regression. The results showed that service quality variables consisting of physical evidence, empathy, reliability, responsiveness, and collateral simultaneously have a significant effect on customer satisfaction at PT. Mandala Multi Finance Palu Branch. While the partial physical evidence, empathy, kahandalan, responsiveness, and guarantee also significantly affect customer satisfaction at PT. Mandala Multi Finance Palu Branch. Tujuan dari penelitian ini yaitu untuk mengetahui pengaruh kualitas layanan terhadap kepuasan nasabah pada PT. Mandala Multi Finance Cabang Palu. Sampel yang digunakan penelitian ini yaitu sebanyak 90 responden, dengan teknik penarikan sampel yang digunakan adalah purposive sampling.Metode analisis data yang digunakan dalam penelitian ini adalah Regresi Linear Berganda. Hasil penelitian menunjukkan bahwa variabel kualitas layanan yang terdiri bukti fisik, empati, kahandalan, daya tanggap,dan jaminan secara serempak berpengaruh signifikan terhadap kepuasan nasabah pada PT. Mandala Multi Finance Cabang Palu. Sedangkan secara parsial bukti fisik, empati, kahandalan, daya tanggap,dan jaminan juga berpengaruh signifikan terhadap kepuasan nasabah pada PT. Mandala Multi Finance Cabang Palu.

scholarly journals Pengaruh Kualitas Pelayanan, Servicescape dan Harga Terhadap Kepuasan Konsumen

2019 ◽  
Vol 3 (2) ◽  
pp. 203-208
Author(s):  
Vina Islami
Keyword(s):  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Consumer Satisfaction ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
Significance Test ◽  
Validity And Reliability

Globalization now has a big impact on people's lives, especially seen from their lifestyle. The mindset of a developing and changing society does not escape the influence of technological progress. Facing competition, companies must be able to place their products in the midst of intense business competition. Consumers today are smarter and selective in choosing the goods and services used. This study aims to examine the effect of service quality, servicescape, and prices on consumer satisfaction at consumers of Jasmine Beauty Clinic Bogor.This study used a survey research design on respondents by distributing questionnaires to consumers of Jasmine Beauty Clinic Bogor. The population of this study was the Bogor community who took care at Jasmine Beauty Clinic Bogor. The sample in this study amounted to 120 respondents using a purposive sampling technique with the criteria of respondents having done treatment at Jasmine Beauty Clinic Bogor and aged over 17 years. The data collection technique uses a questionnaire with a Likert scale, each of which has been tested and has met the validity and reliability requirements. Data analysis using multiple linear regression and hypothesis testing using the partial significance test (t test).The results of multiple linear regression analysis with SPSS version 16 show that service quality, servicescape, and prices partially have a positive and significant effect on customer satisfaction. Keywords: service quality, servicescape, price and customer satisfaction.

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