scholarly journals ANALISIS PENGARUH CITRA MEREK, BUKTI FISIK, KEHANDALAN, DAN JASA PORTOFOLIO TERHADAP KEPUASAN NASABAH TABUNGAN SIMPEDES PADA PT BANK RAKYAT INDONESIA (PERSERO), Tbk KANTOR CABANG KUDUS

KEUNIS ◽  
2020 ◽  
Vol 8 (2) ◽  
pp. 106
Author(s):  
Harlyna Kusumawati ◽  
Ida Savitri Kusmargiani
Keyword(s):  
Customer Satisfaction ◽  
Significant Influence ◽  
Brand Image ◽  
Linear Regression Analysis ◽  
Test Validity ◽  
Sampling Technique ◽  
Coefficient Of Determination ◽  
Analysis Model ◽  
Validity And Reliability ◽  
Branch Office

<em>The study aimed to analyze the influence of brand image, tangible, reliability, and service portofolio on the customer satisfaction of Simpedes saving at PT Bank Rakyat Indonesia (Persero) Tbk. Kudus Branch Office. Data collection method used purposive sampling technique, with samples from 100 respondents. The analysis model used in this research is Linear Regression Analysis Model while the data analysis techniques using the F test, t test and the coefficient of determination (R<sup>2</sup>). In addition, it also tests the quality of the data in the form of test validity and reliability, as well as a classical assumption test normality test, multicollinearity, heteroscedasticity test and autocorrelation test. Test data indicate that the data is valid and reliable and free from irregularities classical assumptions. The analysis and discussion showed that brand image, tangible, reliability, and service portofolio simulataniously significant influence on the customer satisfaction of Simpedes saving in PT Bank Rakyat Indonesia (Persero), Tbk Branch Office Kudus. Variable brand image, tangible, reliability, and service portofolio partially significant influence customer satisfaction of Simpedes saving in PT Bank Rakyat Indonesia (Persero), Tbk Branch Office Kudus.</em>

scholarly journals THE ANALYSIS OF THE EFFECT OF THE ATM (AUTOMATED TELLER MACHINE) SERVICE DIMENSIONS ON CUSTOMERS SATISFACTION AT PT BANK PEMBANGUNAN DAERAH JAWA TENGAH BRANCH OFFICE OF KUDUS

KEUNIS ◽  
2020 ◽  
Vol 8 (1) ◽  
pp. 35
Author(s):  
Dhiah Fitriyani ◽  
Aris Sunindyo ◽  
Moh. Muslikh
Keyword(s):  
Data Analysis ◽  
Customer Satisfaction ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
T Test ◽  
Primary Data ◽  
Coefficient Of Determination ◽  
Analysis Model ◽  
F Test ◽  
Branch Office

<p><em>This research aims to identify factors - factors the quality of service that consists of tangible, reliability, responsiveness, assurance, empathy to customer satisfaction PT. Bank Pembangunan Daerah Jawa Tengah Branch Office of Kudus. </em></p><p><em>The population of this research is all of the customers at PT. Bank Pembangunan Daerah Jawa Tengah Branch Office of Kudus. The sampling technique uses the Accidental Sampling Method amounting to 100 customers. The data used in this research is the primary data obtained through the distribution of questionnaires. The data analysis model uses the Multiple Linear Regression Analysis Model. Meanwhile, data analysis techniques use the Statistical F Test, Coefficient of Determination (R2), and statistical t-Test.</em></p><em>The results of t test are obtained the effect of variable responsiveness, assurance and empathy that significantly influence customer satisfaction of PT Bank Pembangunan Daerah Jawa Tengah Kudus Branch Office. Meanwhile reliability and tangible have no significant effect. In F test, it is found that the dimension of ATM Service quality tangible, reliability, responsiveness, assurance, and empathy simultaneously have significant effect on the satisfaction of customers</em> of <em>the Central Java Regional Development Bank of the Branch Office</em>

scholarly journals ANALISIS PENGARUH KUALITAS PRODUK, KUALITAS PELAYANAN DAN KEPERCAYAAN TERHADAP MINAT MENABUNG PADA PT BANK TABUNGAN NEGARA (PERSERO) TBK. CABANG SEMARANG

KEUNIS ◽  
2020 ◽  
Vol 8 (1) ◽  
pp. 21
Author(s):  
Novita Himatul Ulya ◽  
Embun Duriany Soemarso ◽  
Moch. Abdul Kodir
Keyword(s):  
Service Quality ◽  
Product Quality ◽  
Significant Influence ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Primary Data ◽  
Coefficient Of Determination ◽  
Quality Service ◽  
Analysis Model ◽  
Validity And Reliability

<p><em>This research aims to determine the significance of the variables influence the product quality, service quality and trust of the customers saving interest at PT Bank Tabungan Negara (Persero) Tbk. Cabang Semarang. This study uses primary data with questioner and secondary data. The population in this study are all savings customers at PT Bank Tabungan Negara (Persero) Tbk. Cabang Semarang. The sampling technique used was purposive sampling and accidental sampling. </em></p><p><em>The analysis model used in this research is Linear Regression Analysis Model, while the data analysis techniques using the F test, t test, and coefficient of determination (R2). In addition, it also tests the quality of the data in the form of tests validity and reliability, as well as a classical assumption test with normality tests, multicollinearity tests, heteroscedasticity tests, and autocorrelation tests. Test data indicate that the data is valid and reliable and free from irregularities classical assumptions. </em></p><em>The analysis and discussion showed that product quality, service quality and trust simulataniously significant influence customers saving interest at PT Bank Tabungan Negara (Persero) Tbk. Cabang Semarang. Variable service quality and trust partially significant influence customer saving interest, while the variable product quality not significantly influence customer saving interest at PT Bank Tabungan Negara (Persero) Tbk. Cabang Semarang.</em>

scholarly journals KUALITAS PELAYANAN SEBAGAI DETERMINAN KEPUASAN PELANGGAN JASA TRANSPORTASI GRAB BIKE DI YOGYAKARTA

2020 ◽  
Vol 9 (2) ◽  
pp. 191
Author(s):  
Fajar Ramadhan ◽  
Hendro Setyono
Keyword(s):  
Data Analysis ◽  
Customer Satisfaction ◽  
Consumer Satisfaction ◽  
Hypothesis Test ◽  
Linear Regression Analysis ◽  
Test Validity ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
Coefficient Of Determination ◽  
Validity And Reliability

This  research  aims  to  analyze  the  influence  of  the  quality  of  service  of customer  satisfaction  on  service  businesses  Grab-Bike  transport  in  Yogyakarta. This  research  uses  the  five  independent  variables  i.e.  tangible,  reliability, responsiveness,  assurance  and  emphaty  with  one  dependent  variable  i.e. consumer  satisfaction.  After  a  review  of  the  literature  as  well  as  field  and preparation  of  the  hypothesis,  the  data  in  this  study  were  collected  through  the dissemination  of  a  questionnaire  to  70  people  who  never  use  the  Grab-Bike transport  as  research  samples.  Sampling  technique  used  is  a  Non  probability sampling  method  sampling  incidental.  Methods  of  data  analysis  used  is  the quantitative analysis that is test validity and reliability, multiple linear regression analysis,  t-test  and  F-test  as  well  as  the  coefficient  of  determination.  Based  on data  analysis,  the  results  showed  that  the  indicators  on  research  is  valid  and reliability.  Hypothesis  test  on  tangible,  responsiveness,  assurance  and  emphaty no effect significantly to consumer satisfaction. Hypothesis test of reliability has a positive and significant influence toward customer satisfaction.

scholarly journals Pengaruh Kualitas Produk, Harga, Dan Kualitas Pelayanan Terhadap Kepuasan Konsumen Pada Rumah Makan Dabu-Dabu Iris Fresh Wenang Manado

2019 ◽  
Vol 8 (2) ◽  
pp. 26
Author(s):  
Gahensya Keloay ◽  
Wehelmina Rumawas ◽  
Sandra Asaloei
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Consumer Satisfaction ◽  
Test Validity ◽  
Sampling Technique ◽  
Coefficient Of Determination ◽  
Validity And Reliability ◽  
Normality Test ◽  
Quantitative Descriptive

This research was conducted in Dabu-Dabu Iris Fresh Restaurant, Wenang Manado, which aims to find out the 1) effect of product quality ; 2) price and ; 3) service quality on customer satisfaction in Dabu-Dabu Iris Fresh Restaurant, Manado, both individually and in groups. With the focus of the problem is whether product quality, price and service quality affect consumer satisfaction in Rumah Makan Dabu-Dabu Iris Fresh, Wenang Manado. the method used in this study uses quantitative descriptive methods and The population that came in the Dabu-Dabu Iris Fresh Restaurant, Manado Heritage is unknown, therefore the researcher took a sample of 50 respondents using a purposive sampling technique that is consideration of populations that are easily found and this research will only be given to visitors who have visited the House. Eating Dabu-Dabu Iris Fresh, Managing Manado at least 5 times, and the research method used is quantitative descriptive method. The analytical tool used in the data instrument test (validity and reliability test), classic assumption test (normality test, multicollinearity test and heteroscedasticity test), data analysis (multiple regression analysis, test t, F test and test coefficient of determination R2). Based on the t test obtained states that product quality has an influence on customer satisfaction individually. While price is the determination of the value of a product in the minds of consumers that must be paid by consumers to obtain a product of Dabu-Dabu Iris Fresh Restaurant, Wenang Manado. The service quality provided by Dabu-Dabu Iris Fresh Restaurant, Wenang Manado affects consumer satisfaction.

scholarly journals PENGARUH KUALITAS PELAYANAN DAN KUALITAS PRODUK TERHADAP KEPUASAN PELANGGAN PADA PT ANEKA TATA NIAGA

2020 ◽  
Vol 11 (01) ◽  
pp. 46-57
Author(s):  
Hermanto Hermanto ◽  
Nora Pitri Nainggolan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
Coefficient Of Determination ◽  
Validity And Reliability ◽  
Margin Of Error ◽  
Quality Product

The purpose of this study was to determine the effect of service quality and product quality on customer satisfaction at PT Aneka Tata Niaga using slovin sampling technique with a margin of error of 5% of 155 customers so as to produce 112 respondents who are customers at PT Aneka Tata Niaga. Data collection methods are questionnaires. Data quality test in this study uses the validity and reliability test, the classic assumption test and the influence test in this study using multiple linear regression analysis and coefficient of determination analysis (R2), while the hypothesis testing in this study uses (t test) and (F test ) by using SPSS version 23 software program. the results show that service quality has a partially significant effect on customer satisfaction and product quality has a partially significant effect on customer satisfaction, and service quality and product quality together have a significant simultaneous effect on customer satisfaction at PT Various Commerce. Keywords: Service Quality, Product Quality, Customer Satisfaction

scholarly journals MANAJEMEN OPERASIONAL DI PELABUHAN NUSANTARA KENDARI

2017 ◽  
Vol 4 (1) ◽  
pp. 101
Author(s):  
Werweti Werweti ◽  
Tjuk Sukardiman ◽  
Adenan Suhalis
Keyword(s):  
Customer Satisfaction ◽  
Customer Service ◽  
Linear Regression Analysis ◽  
T Test ◽  
Coefficient Of Determination ◽  
Test Results ◽  
Analysis Model ◽  
Validity And Reliability ◽  
Significance Level ◽  
Operational Management

The purpose of this study was to determine the relationship of operational management and service to customer satisfaction in the port of the archipelago Kendari. To collect the data, this study used a questionnaire method / inquiry tangible items of questions. This questionnaire distributed to companies who become customers Kendari port of the archipelago. The population in this study is the customer service users Nusantara Port Kendari. Testing the quality of the data using validity and reliability test and classical assumption. While the analysis model used in this study using multiple linear regression analysis, T test, F test, test the coefficient of determination. The results showed that: 1. In the individual variable operational management and service a significant effect on customer satisfaction in the port of the archipelago Kendari. T test results gained tcount accepted at significance level of 5%; 2. Taken together operational management and service variables significantly influence customer satisfaction in the port of the archipelago Kendari. F assay results received grades of F = 97.224 accepted at significance level of 5%; 3. The operational management of the dominant influence on customer satisfaction, compared to the variable service. T-test results for the variable gain tcount operational management (11.055) higher than the variable tcount services (9.913) at the 5% significance level.

scholarly journals THE ANALYSIS OF THE EFFECT OF BRAND IMAGE, SERVICE PERFORMANCE, PORTFOLIO SERVICES, AND PHYSICAL EVIDENCES TOWARDS CUSTOMERS SATISFACTION OF “BTN BATARA” SAVINGS ACCOUNT AT PT BANK TABUNGAN NEGARA (PERSERO) Tbk, SEMARANG BRANCH OFFICE

KEUNIS ◽  
2020 ◽  
Vol 8 (2) ◽  
pp. 147
Author(s):  
Nailur Rofi’ah ◽  
Moch. Abdul Kodir ◽  
Moch. Muslikh
Keyword(s):  
Data Analysis ◽  
Brand Image ◽  
Linear Regression Analysis ◽  
Service Performance ◽  
Primary Data ◽  
Coefficient Of Determination ◽  
Final Report ◽  
Analysis Model ◽  
Branch Office ◽  
Positive Effect

<p><em>The objectives of this Final Report are to analyze and to obtain empirical evidences on the effect of brand image, service performance, portfolio services, and physical evidences towards customers satisfaction of “BTN Batara” Savings Account at PT Bank Tabungan Negara (Persero) Tbk, Semarang Branch Office. </em></p><p><em>The population of this Final Report is all of the customers at PT Bank Tabungan Negara (Persero) Tbk, Semarang Branch Office. The sampling technique uses the Random Sampling Method amounting to 100 customers. The data used in this Final Report is the primary data obtained throough the distribution of questionnaires. The data analysis model uses the Multiple Linear Regression Analysis Model. Meanwhile, data analysis techniques use F Test, Coefficient of Determination (R<sup>2</sup>), and t Test.</em></p><em>The Results of the analysis and discussion show that the variables of brand image, service performance, portfolio services, and physical evidences simultaneously have a significant effect towards customers satisfaction at PT Bank Tabungan Negara (Persero) Tbk, Semarang Branch Office. Partially, variable of brand image and physical evidences each have positive and significant effects towards customers satisfaction at PT Bank Tabungan Negara (Persero) Tbk, Semarang Branch Office. Meanwhile, variable of service performance does not have positive effect nor it is not significant. While portfolio services have positive effect but it is not significant towards customers satisfaction at PT Bank Tabungan Negara (Persero) Tbk, Semarang Branch Office.</em>

scholarly journals PENGARUH KUALITAS PELAYANAN, HARGA, DAN CITRA MEREK TERHADAP KEPUASAN PELANGGAN PENGGUNA JASA TRANSPORTASI OJEK ONLINE DI LAMONGAN

2020 ◽  
Vol 12 (2) ◽  
pp. 123-135
Author(s):  
Nawari Nawari ◽  
Sigit Marianto
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Quantitative Research ◽  
Brand Image ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
T Test ◽  
Coefficient Of Determination ◽  
Motorcycle Taxi

This study aims to determine the effect of service quality, price, brand image on satisfaction of ojek online transportation customers in Lamongan. This study is a survey with quantitative research. The population in this study is Cak Ed Lamongan online motorcycle taxi customers. Sampling used a purposive sampling technique and obtained a sample of 100 respondents using the formula Rao Purba. Data collection techniques in this study used interviews and questionnaires. Analysis of the data used were the validity test, the reliability test, the multiple linear regression analysis, the classic assumption test, the coefficient of determination R2 test, and hypothesis was tested through t test that was used to determine the effect of service quality, price and brand image partially on satisfaction of ojek online transportation customers in Lamongan. From the analysis, results obtained of t test results variable service quality was tcount = 3.934 > ttable = 1.660 which states that the quality of service affects customer satisfaction. Price variable was tarithmetic = 3,622 > ttable = 1,660 which indicates that price influences customer satisfaction, and brand image variable tcount = 2,216 > ttable = 1,660 which states that brand image influences customer satisfaction. While R square of 0.783 shows that 78.3% of the variable Customer satisfaction is influenced by service quality, price, and brand image. While the remaining 21.7% is influenced by other variables that were not examined.

scholarly journals Kepuasan Pelanggan Gerai Batik Keris di tinjau dari Diferensiasi Produk, Brand Image dan Pelayanan

2020 ◽  
Vol 4 (01) ◽  
Author(s):  
Nura Iudita Kartikaningtyas ◽  
Eny Kustiyah ◽  
Djumali Djumali
Keyword(s):  
Regression Analysis ◽  
Quantitative Analysis ◽  
Customer Satisfaction ◽  
Product Differentiation ◽  
Brand Image ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Coefficient Of Determination ◽  
Validity And Reliability ◽  
Quantitative Descriptive

This study aims to determine customer satisfaction at the Keris Batik Outlet. This type of research is quantitative descriptive. The population in this study used sample 100. Then the researchers used SPSS version 21 with quantitative analysis which included validity and reliability tests, classic assumption tests, multiple linear regression analysis, hypothesis testing with the F test and t test and the coefficient of determination. Keywords: Customer Satisfaction, Product Differentiation, Brand Image, Service.

scholarly journals PENGARUH PROMOSI DAN KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN PADA RESTORAN BAKSO LAPANGAN TEMBAK SENAYAN

2020 ◽  
Vol 11 (01) ◽  
pp. 32-45
Author(s):  
Diana Diana ◽  
Nanda Harry Mardika
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
T Test ◽  
Coefficient Of Determination ◽  
Validity And Reliability ◽  
F Test

The development of business today is characterized by increasingly intense competition,to be able compete with other culinary businesses, companies must pay attention to promotions, service quality and customer satisfaction. Attractive promotions and good service quality can increase customer satisfaction. The purpose of this study was to determine the existence of a positive and significant effect between promotion variables and service quality on consumer satisfaction at the Restoran Bakso Lapangan Tembak Senayan with a purposive sampling technique, the number of samples in this study amounted to 100 respondents. Data collection method is questionnaire. Data quality in this study uses validity and reliability test, the classic assumption and the influence test in this study using multiple linear regression analysis and coefficient of determination analysis (R2), while the hypothesis testing in this study uses t test and F test using SPSS version 23 software program. The results of the t test and F test, it can be concluded promotion is partially positive and significant effect on customer satisfaction, service quality is partially positive and significant effect on customer satisfaction, as well promotion and service quality as a whole. simultaneous positive and significant effect on consumer satisfaction in the Restoran Bakso Lapangan Tembak Senayan. Keywords: promotion, service quality, customer satisfaction

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