scholarly journals PENGARUH KUALITAS PELAYANAN DAN HARGA TERHADAP KEPUASAN PELANGGAN PENGGUNA JASA APLIKASI GOJEK DI KOTA TANGERANG

2020 ◽  
Vol 6 (2) ◽  
pp. 248
Author(s):  
Riri Oktarini
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Regression Coefficient ◽  
Statistical Tests ◽  
Coefficient Of Determination ◽  
Validity And Reliability ◽  
Good Service ◽  
Linear Regression Coefficient ◽  
The City

Abstrak-Tujuan dilakukannya penelitian ini adalah bermaksud mengetahui apakah dengan adanya kualitas pelayanan yang baik dan harga dapat mempengaruhi kepuasan pelanggan Gojek khususnya di Kota Tangerang.  Metode penelitian yang digunakan adalah Asosiatif kausal. Sampel yang digunakan sebanyak 100 responden. Metode analisis data menggunakan uji validitas dan reliabilitas, asumsi klasik, regresi linier berganda, koefisien determinasi dan pengujian hipotesis.  Berdasarkan hasil pengujian statistik diperoleh hasil sebagai berikut: Kualitas pelayanan memberikan pengaruh secara positif serta signifikan terhadap kepuasan pelanggan. Harga memberikan pengaruh yang negatif serta signifikan terhadap kepuasan pelanggan. Kualitas pelayanan dan harga Secara simultan dengan menggunakan uji F diketahui memberikan pengaruh positif serta signifikan terhadap kepuasan pelanggan pengguna aplikasi Go-jek di Kota Tangerang.Kata Kunci: kualitas pelayanan, harga, kepuasan pelanggan Abstract-The purpose of this research is to find out whether the existence of good service quality and price can affect Gojek customer satisfaction in Tangerang City. The research method used is causal associative. The sample used was 100 respondents. Methods of data analysis using validity and reliability, classic assumptions, multiple linear regression, coefficient of determination and hypothesis testing. Based on the results of statistical tests the following results are obtained: Service quality has a positive and significant influence on customer satisfaction. Price gives a negative and significant effect on customer satisfaction. Quality of service and price Simultaneously using the F test is known to have a positive and significant effect on customer satisfaction of Go-jek application users in the city of Tangerang.Keywords: service quality, price, customer satisfaction

scholarly journals PENGARUH KUALITAS PELAYANAN DAN HARGA TERHADAP KEPUASAN PELANGGAN PENGGUNA JASA APLIKASI GOJEK DI KOTA TANGERANG

2019 ◽  
Vol 6 (2) ◽  
pp. 10
Author(s):  
Riri Oktarini
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Regression Coefficient ◽  
Statistical Tests ◽  
Coefficient Of Determination ◽  
Validity And Reliability ◽  
Good Service ◽  
Linear Regression Coefficient ◽  
The City

Abstrak-Tujuan dilakukannya penelitian ini adalah bermaksud mengetahui apakah dengan adanya kualitas pelayanan yang baik dan harga dapat mempengaruhi kepuasan pelanggan Gojek khususnya di Kota Tangerang.  Metode penelitian yang digunakan adalah Asosiatif kausal. Sampel yang digunakan sebanyak 100 responden. Metode analisis data menggunakan uji validitas dan reliabilitas, asumsi klasik, regresi linier berganda, koefisien determinasi dan pengujian hipotesis.  Berdasarkan hasil pengujian statistik diperoleh hasil sebagai berikut: Kualitas pelayanan memberikan pengaruh secara positif serta signifikan terhadap kepuasan pelanggan. Harga memberikan pengaruh yang negatif serta signifikan terhadap kepuasan pelanggan. Kualitas pelayanan dan harga Secara simultan dengan menggunakan uji F diketahui memberikan pengaruh positif serta signifikan terhadap kepuasan pelanggan pengguna aplikasi Go-jek di Kota Tangerang.Kata Kunci: kualitas pelayanan, harga, kepuasan pelanggan Abstract-The purpose of this research is to find out whether the existence of good service quality and price can affect Gojek customer satisfaction in Tangerang City. The research method used is causal associative. The sample used was 100 respondents. Methods of data analysis using validity and reliability, classic assumptions, multiple linear regression, coefficient of determination and hypothesis testing. Based on the results of statistical tests the following results are obtained: Service quality has a positive and significant influence on customer satisfaction. Price gives a negative and significant effect on customer satisfaction. Quality of service and price Simultaneously using the F test is known to have a positive and significant effect on customer satisfaction of Go-jek application users in the city of Tangerang.Keywords: service quality, price, customer satisfaction

scholarly journals The Effect of Price and Service Quality on Customer Satisfaction of PT Huda Express Courier Services at Mcdonald’s Bintaro Restaurant

2020 ◽  
Vol 7 (1) ◽  
pp. 29
Author(s):  
Putri Nilam Kencana
Keyword(s):  
Regression Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Quantitative Method ◽  
Statistical Tests ◽  
Coefficient Of Determination ◽  
Main Aspect ◽  
Testing Hypotheses ◽  
Positive Effect

Customer satisfaction is the main aspect that must be met by the company, with the creation of customer satisfaction, demand will also rise. This study aims to determine the effect of price and service quality on customer satisfaction PT. Huda Express at McDonald’s Bintaro Restaurant. The method used is a quantitative method with an associative approach, with 100 respondents. Statistical tests using multiple regression analysis, coefficient of determination, and hypothesis testing with t test and F test. The results of the study, showed that price and service quality have a positive effect on customer satisfaction with the regression equation Y = 2,279 + 0,307X₁ + 0,130X₂. Price contributed 62.5% to customer satisfaction, while service quality contributed 59.6% to customer satisfaction. From testing hypotheses using statistical tests Fcount> F table or (163.410> 3.09), this is also strengthened with a probability of 0,000 <0.05. Thus H0 is rejected and H1 is accepted. This means that there is a positive and significant effect simultaneously between price and quality of service on customer satisfaction.

scholarly journals Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Transportasi Online GrabBike Pada Mahasiswa Fakultas Ilmu Sosial Dan Politik Universitas Sam Ratulangi

2019 ◽  
Vol 9 (1) ◽  
pp. 19
Author(s):  
Reinhard K. Soromi ◽  
Frendy A. O. Pelleng ◽  
Johnny A. F. Kalangi
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Regression Coefficient ◽  
Hypothesis Test ◽  
Quality Data ◽  
Coefficient Of Determination ◽  
Test Results ◽  
Political Sciences

The purpose of this study was to determine the effect of service quality on customer satisfaction using GrabBike online transportation services to students of the Sam Ratulangi University Faculty of Social and Political Sciences. This type of research is quantitative descriptive. The relationship between quality of service and costumer satisfactions assists the costumer in revising its perception of service quality. Data Validity Test Results obtained all statement items declared valid. Data reliability test results of data obtained are stated that the data is reliable. The results of simple linear regression cost value more then the regression coefficient so that the regression coefficient is positive. The results of hypothesis test based on the significance value of the Coefficients table obtained significance, so that it can be concluded that the service quality variable affects the variable customer satisfaction. The test results of the coefficient of determination Adjusted R Square value which states the variable customer satisfaction is influenced by service quality variables, while the remaining is influenced by other variables that are not in this study. hence the correlation coefficient, which is included in the strong category so that there is a strong relationship between the quality of service to customer satisfaction and online GrabBike transportation to students of the Faculty of Social and Political Sciences, Sam Ratulangi University.

scholarly journals Efektifitas Penarikan Retribusi Parkir Pasar Ditinjau Dari Kualitas Pelayanan

REVITALISASI ◽  
2020 ◽  
Vol 8 (1) ◽  
pp. 38
Author(s):  
Benny Andriawan
Keyword(s):  
Service Quality ◽  
Sampling Technique ◽  
Coefficient Of Determination ◽  
Validity And Reliability ◽  
Traditional Markets ◽  
The People ◽  
Dependent Variables ◽  
Main Components ◽  
The City

One of the main components of Regional Original Revenue is regional retribution. Thus in order to improve the ability of Regional Original Revenue, one of them can be achieved by increasing regional revenues from the regional retribution sector. The service quality received by market users as retribution payers will affect the achievement of market retribution targets. The thesis purpose was to analyze the effect of the service quality of Industry and Trade Departement on the effectiveness of withdrawing market parking retribution in Blitar City.   The research design was intended to test the research hypothesis and to interpret the causal relationship between independent variables and dependent variables, namely the variable service quality of the market service (X) and the effectiveness of withdrawing market parking retribution (Y). The population was the people who use parking on the market of Blitar City which amounts to an average of 880 people every day. The sample size was 90 respondents with Proportionate Stratifeid Sampling technique. The research instrument used a questionnaire and has been tested for validity and reliability testing. To test or measure the effect of exogenous variables on the endogenous variable used rimple regression analysis. The results showed that there was an effect of the service quality of Industry and Trade Departement affected the effectiveness of withdrawing the parking market retribution in the city of Blitar. The t value was 20,859 that higher than t-table value amount 1,980. The coefficient of determination between the service quality variable of the Trade and Industry Departement (X) with the variable effectiveness of the withdrawal of the market parking retribution (Y) is (0.912)2 = 0.832. This figure indicates that there was 83,2% changes to variable Y explained or determined by variable X. Based on the results, it is expected that the Trade and Industry Departement had improve the quality and quantity of market facilities and infrastructure and parking, so that traders can run their business maximally and consumers are comfortable to shop in traditional markets.

scholarly journals Pengaruh Kualitas Layanan dan Penanganan Keluhan terhadap Loyalitas Nasabah dengan Kepuasan sebagai Variabel Intervening (Studi Kasus BPRS Suriyah Cabang Salatiga)

2020 ◽  
Vol 5 (2) ◽  
pp. 142
Author(s):  
Fernaldi Anggadha Ratno
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Quantitative Methods ◽  
Statistical Tests ◽  
Sampling Technique ◽  
Primary Data ◽  
Coefficient Of Determination ◽  
Complaint Handling

The purpose of this study was to determine the effect of Quality of Service (X1) and Complaint Handling (X2) to Customer Loyalty (Y) with Satisfaction (Z) as an intervening variable. This study uses quantitative methods because it aims to confirm the data  obtained in the field with existing theories. Samples were obtained as many as 100 respondents of BPRS Suriyah Salatiga with accidental sampling technique. The data used in this study are primary data with a questionnaire. Data analysis used statistical tests through ttest test, f test, coefficient of determination (R2), instrument test, classical assumption test and Path Analysis test with the help of SPSS version 20. The result of this study indicate that service quality has a positive and significant effect on customer satisfaction, complaint handling has a positive and significant effect on customer satisfaction, service quality has a positive and significant effect on customer loyalty, complaint handling has a positive and significant effect on customer loyalty, satisfaction has a positive and significant effect on customer loyalty, satisfaction mediates service quality to customer loyalty, and satisfaction mediates complaint handling to customer loyalty.

scholarly journals PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PADA PENUMPANG MRT JAKARTA

2020 ◽  
Vol 9 (2) ◽  
pp. 124-131
Author(s):  
Erisa Deliyani ◽  
Bono Prambudi
Keyword(s):  
Data Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Positive Influence ◽  
Coefficient Of Determination ◽  
Validity And Reliability ◽  
Transportation Service

This study aims to analyze the effect of service quality on customer satisfaction in the Jakarta MRT transportation service business. The sampling technique used was purposive sampling of 100 people who have used or routinely used the MRT as a research sample. The data analysis method used is a quantitative analysis of the validity and reliability test, the classic assumption test, linear regression analysis, t test and F test and the coefficient of determination. Based on data analysis, the results of the study indicate that the indicators in this study are valid and reliable. In the classical assumption test that the data is normally distributed, there is no heteroscedasticity and multicollinearity. The results obtained from SPSS data processing, it can be concluded that Service Quality has a positive influence on the MRT Jakarta Customer Satisfaction. These results show empirical evidence that the better the quality of service, the MRT customer satisfaction will increase.

scholarly journals Pengaruh Kualitas Pelayanan Dan Harga Terhadap Kepuasan Pelanggan Pada Pengguna Jasa Service Di Dealer Honda Wahana Ciputat

2020 ◽  
Vol 4 (1) ◽  
pp. 26-37
Author(s):  
Putri Nilam Kencana ◽  
Kasdiyo Kasdiyo
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Regression Coefficient ◽  
Sampling Technique ◽  
Test Reliability ◽  
Coefficient Of Determination ◽  
Price Increases ◽  
Regression Test ◽  
Test Correlation

The purpose of this study was to determine the Effect of Service Quality and Price on Customer Satisfaction in Service Users at the Wahana Ciputat Honda Dealer. The research method used is quantitative with a descriptive explanation. The sampling technique used is Accidental Sampling with 100 respondents. The analytical method used is validity test, reliability test, correlation coefficient test, multiple linear regression test, coefficient of determination test and test the research hypothesis. The results of the analysis show the quality of service has a regression coefficient value of 0.489, the value of t-count is greater than t-table (8,742> 1,985) and the significant value is smaller than 0.05 (0,000 <0.05). This means that Ha is accepted and H0 is rejected. With interpretation, if service quality increases by 1 unit, customer satisfaction will increase by 0.516. The analysis shows that the price has a regression coefficient of 0.486, the value of t is greater than t-table (7,342> 1,985) and the significant value is smaller than 0.05 (0,000 <0.05). This means that Ha is accepted and H0 is rejected. With interpretation, if the price increases by 1 unit, customer satisfaction will increase by 0.486. The results of the analysis show that service quality and price simultaneously have a significant effect on customer satisfaction with a contribution value of 0.712, a F-count value of 123.278> 3.09, a significance value of 0.000 <0.05. This means that service quality and price simultaneously have the ability to explain variable customer satisfaction by 71.2% while the remaining 18.8% is explained by other variables outside this study. Abstrak Penelitian ini bertujuan adalah untuk mengetahui Pengaruh Kualitas Pelayanan dan Harga Terhadap Kepuasan Pelanggan Pada Pengguna Jasa Service Di Dealer Honda Wahana Ciputat. Metode penelitian yang digunakan adalah kuantitatif dengan eksplanasi deskriptif. Teknik sampel yang digunakan adalah Accidental Sampling dengan jumlah responden sebanyak 100. Adapun metode analisis yang digunakan adalah uji validitas, uji reliabilitas, uji koefisien korelasi, uji regresi linear berganda, uji koefisien determinasi dan uji hipotesis penelitian. Dari hasil penelitian diketahui bahwa kualitas pelayanan mempunyai nilai koefisien regresi sebesar 0.489, nilai thitung lebih besar dari ttabel (8.742 > 1.985) dan nilai signifikan lebih kecil dari 0,05 (0.000 < 0,05). Artinya Ha diterima dan H0 ditolak. Menurut perkiraan jika kualitas pelayanan meningkat sebesar 1 satuan maka kepuasan pelanggan akan mengalami peningkatan sebesar 0.516. Hasil analisis menunjukkan harga memiliki nilai koefisien regresi sebesar 0.486, nilai thitung lebih besar dari ttabel (7.342 > 1.985) dan nilai signifikan lebih kecil dari 0,05 (0.000 < 0,05). Artinya Ha diterima dan H0 ditolak. Dengan tafsiran, jika harga meningkat sebesar 1 satuan maka kepuasan pelanggan akan meningkat sebesar 0.486. Hasil analisis menunjukkan bahwa kualitas pelayanan dan harga secara simultan berpengaruh signifikan terhadap kepuasan pelanggan dengan nilai kontribusi sebesar 0.712, nilai Fhitung sebesar 123.278 > 3.09, nilai signifikansi sebesar 0.000 < 0.05. Artinya kualitas pelayanan dan harga secara simultan memiliki kemampuan menjelaskan variabel kepuasan pelanggan sebesar 71,2% sedangkan sisanya sebesar 18,8% dijelaskan oleh variabel lain di luar penelitian ini. Kata Kunci : Kualitas Pelayanan, Harga, Kepuasan Pelanggan

scholarly journals UPAYA RUMAH MAKAN PADANG DALAM MENCIPTAKAN KEPUASAN PELANGGAN

2018 ◽  
Author(s):  
ARSYI KHARISMA ◽  
Prima Sukmadianti Putri
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Service Sector ◽  
Quality Of Services ◽  
Good Service ◽  
Services Sector ◽  
Quality Dimension ◽  
The City

The rapid growth of the services sector in the service sector is often followed by the low quality of services provided. Many consumers complain about the low quality of services they receive, this is because many companies engaged in services that do not understand about the importance of customer satisfaction. Based on the condition of the field, the researcher wants to know the quality of service that influence the satisfaction of the consumer. The service or service given is based on the service quality dimension consisting of responsiveness, reliability, assurance, empathy and physical evidence. This research is trying to lift Rumah Makan Padang Sabana Murah which located on Jl. Nologaten, Depok, Sleman, Yogyakarta because this restaurant is one of the companies engaged in services that prioritize customer satisfaction, Rumah Makan Padang can represent one of many great Rumah Makan Padang that have good service quality that exist in the city of Yogyakarta and the interest of customers about Padang’s Cuisine in terms of quality of service is quite good and friendly and associated with customer satisfaction.The purpose of this research is to know the efforts which made especially in Rumah Makan Padang in order to create satisfaction of customers

scholarly journals Service Quality dan Implikasinya Terhadap Kepuasan Pelanggan

2018 ◽  
Vol 3 (2) ◽  
pp. 13
Author(s):  
Resti Siti Nur Cahyati Hidayat ◽  
Maya Setiawardani
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Linear Regression Analysis ◽  
Coefficient Of Determination ◽  
Quadrant Analysis ◽  
Toll Road ◽  
Optimal Service ◽  
Five Dimension ◽  
High Level

The high level of society mobility needs to be supported by adequate infrastructures. Sufficient and adequate toll road infrastructure is able to increase the acceleration of a country's economic and social development through the creation of effectiveness and resulting efficiency. Optimal service delivery can gain customer satisfaction. One approach to measure service quality that many used as a reference is SERVQUAL (Service Quality). There are five dimension on servqual model, that is reliability, assurance, tangible, emphaty and responsiveness. The purpose of this study is to determine the level of customer satisfaction in order to improve the quality of service and to know the service attributes that are prioritized to be maintained and improved by PT Jasa Marga (Persero) Branch Purbaleunyi. Data processing methods in this study using the validity, reliability, classical assumption test, and descriptive statistical analysis. While the data analysis methods used are simple linear regression analysis, correlation, coefficient of determination and quadrant analysis. The results of this study indicate that service quality variables have positive and significant impact on customer satisfaction at Purbaleunyi toll road. Tingginya mobilitas masyarakat perlu didukung oleh infrastruktur yang memadai. Infrastruktur jalan tol yang memadai mampu meningkatkan percepatan pembangunan ekonomi dan sosial suatu negara melalui penciptaan efektivitas dan efisiensi yang dihasilkan. Penyampaian layanan yang optimal bisa mendapatkan kepuasan pelanggan. Salah satu pendekatan untuk mengukur kualitas layanan yang banyak digunakan adalah SERVQUAL (service quality). Ada lima dimensi model SERVQUAL, yaitu reliability, assurance, tangible, emphaty dan responsiveness. Tujuan penelitian ini adalah mengetahui tingkat kepuasan pelanggan dalam rangka meningkatkan kualitas pelayanan dan mengetahui atribut layanan yang diprioritaskan untuk dipelihara dan diperbaiki oleh PT Jasa Marga (Persero) Cabang Purbaleunyi. Metode pengolahan data menggunakan uji validitas, reliabilitas, uji asumsi klasik, dan analisis statistik deskriptif. Sedangkan metode analisis data yang digunakan adalah analisis regresi linier sederhana, korelasi, koefisien determinasi dan analisis kuadran. Hasil penelitian ini menunjukkan bahwa variabel kualitas pelayanan berpengaruh positif dan signifikan terhadap kepuasan pelanggan pada jalan tol Purbaleunyi.

scholarly journals Bahasa Indonesia

2018 ◽  
Vol 7 (5) ◽  
pp. 2823
Author(s):  
Ni Kadek Sri Yunia Wahyuni ◽  
Ni Wayan Ekawati
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Word Of Mouth ◽  
Business Growth ◽  
Good Service ◽  
Analysis Techniques ◽  
The Relationship ◽  
Bahasa Indonesia

Along with the growing business growth in shipping services, it creates intense competition, so in order to survive and win the company customers are required to optimize the quality of service and satisfy its customers. Therefore this study aims to determine the effect of service quality on word of mouth mediated by customer satisfaction variables. Population in this research is society which have used service delivery of TIKI. This research was conducted in Denpasar with sample of 110 respondents. Data analysis techniques used consist of path analysis and Sobel Test. The results showed that service quality and customer satisfaction had positive and significant effect on word of mouth. Customer satisfaction is significantly able to mediate the relationship between service quality to word of mouth. This result confirms that good service quality can increase consumer satisfaction of a service with so satisfied consumer will influence other consumer through word of mouth.

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