ANALISIS PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN (STUDI KASUS: PAMELLA EMPAT SUPERMARKET)

The purpose of this study to determine the effect of service quality on customer satisfaction simultaneously. The type of research used in this study is quantitative research. This research uses primary data and secondary data. While the sample technique used is a non-probability sample that uses a total sample of 100 respondents. Based on the results of this study, the quality of service consisting of reliability (reliability) X1, tangible X2, X3 responses, assurance and certainty (assurance) X4, and empathy (empathy) X5 affect customer satisfaction (Y) simultaneously or simultaneously.

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Analisis Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan (Studi Kasus: Pamella Empat Supermarket)

Kajian Bisnis STIE Widya Wiwaha ◽

10.32477/jkb.v26i2.279 ◽

2018 ◽

Vol 26 (2) ◽

pp. 210-225

Author(s):

Riska Maulani ◽

Yunita Fitri W

Keyword(s):

Quality Of Service ◽

Customer Satisfaction ◽

Service Quality ◽

Quantitative Research ◽

Secondary Data ◽

Total Sample ◽

Primary Data ◽

Probability Sample ◽

Sample Technique

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PENGARUH HARGA, KUALITAS PRODUK, KUALITAS LAYANAN, TERHADAP KEPUASAN PELANGGAN PADA RUMAH MAKAN BEBEK DAN AYAM GORENG PAK NDUT DI SAMARINDA

Jurnal Administrasi Bisnis Fisipol Unmul ◽

10.54144/jadbis.v9i2.4490 ◽

2021 ◽

Vol 9 (2) ◽

pp. 95

Author(s):

Yuni Diah Saraswati

Keyword(s):

Quality Of Service ◽

Customer Satisfaction ◽

Service Quality ◽

Product Quality ◽

Secondary Data ◽

Primary Data ◽

A Value ◽

Regression Techniques ◽

Quality Of Products

The problem occurred in Rumah Makan Bebek Pak Ndut based on observations conducted by researchers after conducting interviews to customers showed that customers still feel less satisfied with the price, quality of products and services. The price applied is still at a value less precise by some customers, the quality of the product is less in accordance with the expected and the service that looks less to customers who ask for orders that do not come. This research aims to determine the significance of the effect of price (X1), product quality (X2) and quality of service (X3) partially and simultaneously to customer satisfaction (Y) as well as to know and analyze the most influential customer satisfaction in the Pak Ndut restaurant in Samarinda ". Primary Data is obtained by spreading the questionnaire to the customers. Secondary Data is obtained by conducting field observations. Data was analyzed using simple linear regression techniques with the help of SPSS statistical version 22. The results of this study were price variables and service quality variables partially influential insignificant to the customer satisfaction variables while the product quality variables partially impact significantly on the customer satisfaction variables, price variables, product quality and service quality simultaneously influence insignificant to the customer satisfaction variables and the most significant product quality variables against customer satisfaction variables. Rumah Makan Bebek Dan Ayam Goreng Pak Ndut The price that is set by the restaurant should be adjusted again with the quality of the customer received, in terms of quality products can be done by providing training to employees in the field of condiments so that the taste is maintained and does not eliminate the characteristic and improve the quality of service.

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PENGARUH RELIGIUSITAS, KUALITAS PELAYANAN, KUALITAS PRODUK TERHADAP LOYALITAS NASABAH TABUNGAN PADA PT. BANK ACEH SYARIAH KANTOR CABANG PEMBANTU DARUSSALAM

Al - Mu amalat ◽

10.32505/muamalat.v4iii.1377 ◽

2019 ◽

Vol 4 (2) ◽

pp. 101-120

Author(s):

Nurma Yoni

Keyword(s):

Quality Of Service ◽

Service Quality ◽

Product Quality ◽

Customer Loyalty ◽

Primary Data ◽

Simultaneous Effect ◽

Sample Technique ◽

Quality Of Products ◽

Partial Factor

The purpose of research is to know the influence of religiality, quality of service, quality of products to customer loyalty savings at PT. Bank Aceh Branch Helper Darussalam. Sample of this research as much as 100 customers using the formula Slovin with a sample technique is purposive sampling. The type of research used in this study is quantitative. The data used is the primary data obtained by using questionnaires. The results of this study showed that religiusity, quality of service, the product quality is the simultaneous effect on customer loyalty savings at PT. Bank Aceh Branch maid Darussalam. A partial factor of religiusity and quality of service, the culinary products to give positive and significant impact on customer loyalty at PT. Bank Aceh, but one of the variables (product culitas) has a level of Lower influence than the variable religiusisity and quality of service.

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PENGARUH PEMAHAMAN WAJIB PAJAK, KUALITAS PELAYANAN DAN SANKSI PERPAJAKAN TERHADAP KEPATUHAN WAJIB PAJAK PADA KPP PRATAMA SURAKARTA

JURNAL AKUNTANSI UNIVERSITAS JEMBER ◽

10.19184/jauj.v18i1.17869 ◽

2020 ◽

Vol 18 (1) ◽

pp. 28

Author(s):

Musa Zul Hazmi ◽

Suhendro Suhendro ◽

Riana Rahcmawati Dewi

Keyword(s):

Quality Of Service ◽

Service Quality ◽

Random Sampling ◽

Quantitative Research ◽

Sampling Method ◽

Selection Method ◽

Data Sources ◽

Data Selection ◽

Primary Data

This research was conducted to assess whether understanding taxpayers, service quality, and tax penalties against the KPP Pratama Surakarta. Population in this research are Individual Taxpayers at KPP Pratama Surakarta. Data sources in this study are primary data collected by researchers through questionnaires distributed to 110 respondents, but returned and complete questionnaires were 60 respondents . This research is a quantitative research with 60 respondents at KPP Pratama Surakarta. The data selection method is the random sampling method. The data in this study were processed using the SPSS 21.0 for Windows application. Based on research results understanding taxpayers, service quality, and tax sanctions have a significant effect on taxpayer approval. Understanding tax regulations becomes a benchmark for taxpayers in completing their tax obligations. The quality of service provided by the tax authorities influences taxpayer compliance, indicating that service quality is a benchmark to make taxpayers obey. The existence of tax sanctions that are given expressly will increase the level of compliance, because making taxpayers afraid of being subjected to these sanctions and the stipulation of tax sanctions will deter taxpayers and clear and firm sanctions. Keywords: Understanding, Service Quality, Penalties, Taxpayers

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PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN DALAM MENGGUNAKAN LAYANAN OJEK ONLINE DI KARAWANG

PSYCHOPEDIA : Jurnal Psikologi Universitas Buana Perjuangan Karawang ◽

10.36805/psychopedia.v6i1.1464 ◽

2021 ◽

Vol 6 (1) ◽

pp. 19-28

Author(s):

Lania Muharsih

Keyword(s):

Quality Of Service ◽

Customer Satisfaction ◽

Service Quality ◽

Quantitative Research ◽

Service Providers ◽

Sampling Technique ◽

Coefficient Of Determination ◽

Quantitative Research Methods ◽

Positive Effect

The progress of this online transportation company certainly depends on the quality of service provided to its customers. Companies engaged in online-based transportation service providers are required to provide good service to their customers in order to satisfy their customers. This study aims to determine the effect of service quality on customer satisfaction in using online taxibike services in Karawang. The research method used is quantitative research methods with non-experimental research design. Sampling in this study was carried out by using a quota sampling technique. The number of samples in this study were 384 respondents. The method of data collection was carried out using service quality instruments with 57 valid items and customer satisfaction instruments with 29 valid items. Based on the Cronbach Alpha formula, the reliability coefficient of the service quality instrument is 0.978 and the customer satisfaction instrument is 0.907, which means that these two scales are very reliable. The results of the data analysis show that there is a positive effect of service quality on customer satisfaction in using online taxibike services in Karawang. This means that the better the quality of service provided by online taxibike service providers in Karawang, the higher customer satisfaction. The results of the calculation of the coefficient of determination show that service quality has a positive effect on customer satisfaction by 1.7%, while the other 98.3% are influenced by other variables not examined in this study. The suggestions for further research are examining other variables that can affect customer satisfaction, such as service quality and price.Keywords: Service quality, customer satisfaction, online taxibike Kemajuan perusahaan transportasi online ini tentunya bergantung pada kualitas pelayanan yang diberikan untuk para pelanggannya. Perusahaan yang bergerak di bidang jasa penyedia transportasi berbasis online dituntut untuk memberikan pelayanan yang baik kepada pelanggannya agar bisa memuaskan pelanggannya. Penelitian ini bertujuan untuk mengetahui pengaruh kualitas pelayanan terhadap kepuasan pelanggan dalam menggunakan layanan ojek online di Karawang. Metode penelitian yang digunakan adalah metode penelitian kuantitatif dengan desain penelitian non-eksperimental. Pengambilan sampel pada penelitian ini dilakukan dengan teknik pengambilan sampel kuota. Adapun jumlah sampel dalam penelitian ini sebanyak 384 responden. Metode pengumpulan data dilakukan dengan menggunakan instrumen kualitas pelayanan sebanyak 57 item sahih dan instrumen kepuasan pelanggan sebanyak 29 item sahih. Berdasarkan rumus Alpha Cronbach diperoleh koefisien reliabilitas instrumen kualitas pelayanan sebesar 0,978 dan instrumen kepuasan pelanggan sebesar 0,907, yang berarti kedua skala ini sangat reliabel. Hasil analisis data menunjukkan bahwa terdapat pengaruh positif kualitas pelayanan terhadap kepuasan pelanggan dalam menggunakan layanan ojek online di Karawang. Artinya semakin baik kualitas pelayanan yang diberikan penyedia jasa layanan ojek online di Karawang maka semakin tinggi kepuasan pelanggan. Hasil perhitungan koefisien determinasi menunjukkan bahwa kualitas pelayanan memberikan pengaruh positif terhadap kepuasan pelanggan sebesar 1,7%, sedangkan 98,3% lainnya dipengaruhi oleh variabel-variabel lain yang tidak diteliti dalam penelitian ini. Adapun saran untuk penelitian selanjutnya yaitu meneliti variabel-variabel lain yang dapat memengaruhi kepuasan pelanggan misalnya kualitas jasa dan harga.Kata Kunci: Kualitas pelayanan, kepuasan pelanggan, ojek online

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ANALISIS PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH PADA PT. BANK NEGARA INDONESIA TBK KANTOR KAS BINUANG

KINDAI ◽

10.35972/kindai.v17i1.581 ◽

2021 ◽

Vol 17 (1) ◽

pp. 120-125

Author(s):

Fajar Ari Rohan

Keyword(s):

Quality Of Service ◽

Quantitative Analysis ◽

Customer Satisfaction ◽

Service Quality ◽

Significant Influence ◽

Analysis Approach ◽

Primary Data ◽

A Value

Abstrak : Penelitian ini bertujuan untuk mengetahui pengaruh kualitas pelayanan berpengaruh signifikan terhadap kepuasan nasabah pada PT. Bank Negara Indonesia Tbk Kantor Kas Binuang. Penulis menggolongkan penelitian ini pendekatan analisis kuantitatif untuk mengolah data primer yang diperoleh dari sampel penelitian sebanyak 100 nasabah. Hasil penelitian dapat disimpulkan bahwa terdapat pengaruh yang positif dan signifikan antara kualitas pelayanan terhadap kepuasan nasabah pada PT. Bank Negara Indonesia Tbk Kantor Kas Binuang dengan nilai Y = 1.668 + 0.626X + 0.291. Jika kualitas pelayanan semakin meningkat maka kepuasan nasabah PT. Bank Negara Indonesia Tbk Kantor Kas Binuang juga akan meningkat, sebaliknya jika kualitas pelayanan yang ada di PT. Bank Negara Indonesia Tbk Kantor Kas Binuang semakin menurun maka kepuasan nasabah juga dapat menurun. Kata Kunci : Kualitas Pelayanan, Kepuasan Nasabah Bank Abstract : This study aims to determine the effect of service quality has a significant effect on customer satisfaction at PT. Bank Negara Indonesia Tbk Binuang Cash Office. The author classifies this research as a quantitative analysis approach to processing primary data obtained from a research sample of 100 customers. The result of this research can be concluded that there is a positive and significant influence between service quality and customer satisfaction at PT. Bank Negara Indonesia Tbk Binuang Cash Office with a value of Y = 1.668 + 0.626X + 0.291. If the quality of service increases, the customer satisfaction of PT. Bank Negara Indonesia Tbk Binuang Cash Office will also improve, on the contrary if the quality of service available at PT. Bank Negara Indonesia Tbk Binuang Cash Office is decreasing, so customer satisfaction can also decrease. Keywords: Service Quality, Bank Customer Satisfaction

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ANALISIS KARAKTERISTIK KUALITAS PRODUK PERBANKAN SYARIAH DALAM MEMPENGARUHI KEPUTUSAN MASYARAKAT MENJADI NASABAH DI BANK BNI SYARIAH

EKOMBIS REVIEW: Jurnal Ilmiah Ekonomi dan Bisnis ◽

10.37676/ekombis.v9i1.1098 ◽

2021 ◽

Vol 9 (1) ◽

pp. 15-28

Author(s):

Erwin Febriansyah ◽

Fraternesi Fraternesi ◽

Ivosine Pratiwi

Keyword(s):

Quality Of Service ◽

Service Quality ◽

Product Quality ◽

Secondary Data ◽

Service Level ◽

T Test ◽

Primary Data ◽

Quality Service ◽

Level Of Satisfaction

Peneltian ini mengkaji mengenai pengaruh kualitas produk,kualitas pelayanan dan tingkat kepuasan kepuasaan dalam mempengaruh keputusan masyarakat menjadi nasabah di bank BNI syariah kota Bengkulu. Tujuan penelitian ini adalah untuk menganalisis kualitas produk terhadap keputusan menjadi nasabah, untuk menganalisis kualitas pelayanan terhadap keputusan menjadi nasabah, untuk menganalisis tingkat kepuasan terhdap keputsan menjadi nasabah. Jenis penelitian ini adalah penelitian survei,yaitu penelitian yang mengumpulkan data langsung dari responden dengan menggunakan kuisoner dan item-item dari kuisoner biasanya berhubungan langsung dengan skala perilaku atau pendapat seseorang. Lokasi penelitian di Bank BNI Syariah Cabang kota Bengkulu yang beralamat di jalan jendral sudirman No. 41-43, Pintu Batu, Teluk Segara, kota Bengkulu. Teknik pengumpulan data menggunakan data primer dan data sekunder. Data primer, yaitu data yang diperoleh langsung dari nasabah yang memakai produk pada Bank BNI Syariah kota Bengkulu melalui penyebaran kuisoner. Sekunder adalah data yang dikumpulkan dari sumber-sumber dan literatur-literatur yang relevan dengan topik penelitian,dan menunjang data-data primer. hasil penelitian ini menunjukan, Kualitas produk berpengaruh positif dan signifikan terhadap keputusan menjadi nasabah di bank BNI syariah . Hal ini dibuktikan dengan hasil uji t menunjukkan nilai tsig0.002 ≤ 0,05. Ini berarti Ha diterima dan Ho ditolak. Kualitas pelayanan berpengaruh positif dan signifikan terhadap keputusan menjadi nasabah di bank BNI syariah. Hal ini dibuktikan dengan hasil uji t menunjukkan nilai tsig0.000 ≤ 0,05. Ini berarti Ha diterima dan Ho ditolak. Tingkat kepuasan berpengaruh positif dan signifikan terhadap keputusan menjadi nasabah di bank BNI Syariah pada calon nasabah pengguna produk bank BNI Syariah. Hal ini dibuktikan dengan hasil uji t menunjukkan nilai tsig sebesar 0.008 ≤ 0.05. Ini berarti Ha diterima Ho ditolak.Dengan demikian, hipotesis penelitian yang telah dilakukan terbukti dinyatakan dengan adanya pengaruh positif dan signifikan antara variabel kualita sproduk, kualitas pelayaan, tingkat kepuasan terhadap keputusan menjadi nasabah di bank BNI Syariah kota Bengkulu. Kata Kunci : kualitas produk, kualitas pelayanan ANALYSIS OF QUALITY CHARACTERISTICS OF SHARIA BANKING PRODUCTS IN AFFECTING COMMUNITY DECISION TO BECOME A CUSTOMER AT BNI SYARIAH BANK BENGKULU CITY ABSTRACT This study examines the effect of product quality, service quality and satisfaction level of satisfaction in influencing the community's decision to become a customer at the BNI Syariah Bank of Bengkulu. The purpose of this study is to analyze the quality of the product to the decision to become a customer, to analyze the quality of service to the decision to become a customer, to analyze the level of satisfaction with the decision to become a customer. This type of research is survey research, namely research that collects data directly from respondents using questionnaires and items from questionnaires are usually directly related to the scale of a person's behavior or opinion. As for the research location on Jalan Sudirman No. 41-43, Pintu Batu, Teluk Segara, City of Bengkulu. data collection techniques using primary data and secondary data. Primary data, namely data obtained directly from customers who use products at Bank BNI Syariah Kota Bengkulu through questionnaire distribution. Secondary data is collected from sources and literature relevant to the research topic, and supports primary data. the results of this study indicate, product quality has a positive and significant effect on the decision to become a customer at BNI syariah bank. This is evidenced by the results of the t test showing the value of tsig0.002 ≤ 0.05. This means that Ha is accepted and Ho is rejected. Service quality has a positive and significant effect on the decision to become a customer at BNI syariah bank. This is evidenced by the results of the t test showing the value of tsig0,000 ≤ 0.05. This means that Ha is accepted and Ho is rejected. The level of satisfaction has a positive and significant effect on the decision to become a customer at BNI Syariah bank for prospective customers using BNI Syariah bank products. This is evidenced by the results of the t test showing the tsig value of 0.008 ≤ 0.05. This means that Ha is accepted by Ho.Thus, the research hypothesis that has been carried out is proven to be stated by the positive and significant influence between product quality variables, quality of service, level of satisfaction with the decision to become a customer in the BNI Syariah bank in Bengkulu city. Keywords: product quality, service quality

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Pengaruh Kualitas Layanan dan Harga Terhadap Kepuasan Penumpang Bus Trans Padang

Jurnal Ecogen ◽

10.24036/jmpe.v2i4.7854 ◽

2019 ◽

Vol 2 (4) ◽

pp. 769

Author(s):

Mega Anggraini ◽

Rose Rahmidani

Keyword(s):

Service Quality ◽

Secondary Data ◽

Total Sample ◽

Primary Data ◽

Validity And Reliability ◽

Passenger Satisfaction ◽

Sample Technique ◽

Using Data ◽

Quantitative Descriptive ◽

Data Collection Technique

This study aims to reveal the influence of service quality and price on the satisfaction of Trans Padang bus passengers. This research is quantitative descriptive. The population in this study were all people in the city of Padang who had used Trans Padang services, Pasar Raya - Lubuk Buaya route. The data used are primary data and secondary data. The data collection technique was using questionnaires and documentation. The sample technique used in this study was purposive sampling with a total sample of 100 respondents. The analytical method used is multiple regression analysis using the SPSS version 21 program. For hypothesis testing the study was conducted using data analysis through validity and reliability tests, normality test, multicollinearity, heteroscedicactivity, F test and statistical t test at α = 0.05. The results of this study indicate that 1) Service quality has a significant positive effect on the satisfaction of Trans Padang bus passengers 2) Price has a significant effect on the satisfaction of Trans Padang bus passengers. Keyword: service quality, price, and passenger satisfaction

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Pengaruh Keunggulan Produk Pembiayaan Murabahah, Rahn Dan Penerapan Nilai-Nilai Islam Dengan Kualitas Pelayanan Terhadap Kepuasan Nasabah Pada PT BPR Syariah Lantabur Tebuireng Kantor Cabang Gresik

Journal of Sharia Economics ◽

10.35896/jse.v2i2.126 ◽

2020 ◽

Vol 2 (2) ◽

pp. 93-108

Author(s):

Guffron Abdul Azis ◽

Mukhamad Roni ◽

Taufiq Anshori

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Sampling Technique ◽

Total Sample ◽

Primary Data ◽

Significant Positive Effect ◽

Negative Effect ◽

Positive Effect ◽

Islamic Values

The objectives of this research were to find the influence of murabahah, rahn financing product superiority and the application of Islamic values with quality of service to customer satisfaction in Islamic banks (PT BPR Syariah Lantabur Tebuireng Cabang Gresik). The approach of this research was quantitative using primary data. The sample in this research were customers of PT BPR Syariah Lantabur Tebuireng Cabang Gresik. With the sampling technique using non-probability sampling, so the authors get a total sample of 75 respondents. Analysis of the data in this research using Smart PLS 2.0 analysis tools. The results showed that Murabahah Financing a significant positive effect on Service Quality. Rahn had a significant positive effect on service quality. Islamic values had a positive and not significant effect on service quality. Service Quality had a significant positive effect on Customer Satisfaction. Murabahah Financing had no significant negative effect on Customer Satisfaction. Rahn had a significant positive significant effect on Customer Satisfaction. Islamic values had an insignificant negative effect on customer satisfaction. From the results of the path test, intervening variables it was service quality proven to be able to mediate the relationship between, Murabahah Financing, Rahn and Islamic Values on customer satisfaction of PT BPR Syariah Lantabur Tebuireng Cabang Gresik. Keywords: Murabahah, Rahn, Islamic Values, Service Quality, Customer Satisfaction.

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THE EFFECT OF PRODUCT QUALITY AND SERVICE QUALITY ON CONSUMER SATISFACTION AT ROYA CAFÉ MANTINGAN

BISNIS : Jurnal Bisnis dan Manajemen Islam ◽

10.21043/bisnis.v9i1.10350 ◽

2021 ◽

Vol 9 (1) ◽

pp. 69

Author(s):

Hamidah Tussifah ◽

Nadila Putri Navitsha

Keyword(s):

Quality Of Service ◽

Customer Satisfaction ◽

Service Quality ◽

Product Quality ◽

Consumer Satisfaction ◽

Quantitative Research ◽

Sampling Technique ◽

Analysis Techniques ◽

Linear Regressions

Quality assurance becomes the main priority for the company. The quality of the product is closely related to the ability of the product to carry out its functions, with the good quality of the product will make the consumers satisfied and trust. Customer satisfaction is something that needs to be considered by the company. Another factor that can affect customer satisfaction is the quality of service as an effort to fulfill the needs and desires of consumers and the provision of delivery in keeping up with consumer expectations. This study aims to determine the influence of product quality and service quality partially and simultaneously on customer satisfaction at Roya Café. The research method uses a type of quantitative research. Data collection techniques are carried out by observation. The research instrument uses questionnaires distributed to Roya Café consumers. The sample was taken by 226 respondents, using Non-Probability Sampling technique with Incidental Sampling approach. The analysis techniques in this study used multiple linear regressions. The results showed that partially the quality of the product had a positive and significant effect on customer satisfaction and the quality of service partially influenced positively and significantly to customer satisfaction at Roya Café.

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