scholarly journals ANALISIS KEPUASAN NASABAH ATAS KUALITAS LAYANAN INTERNET BANKING PADA PT BANK PEMBANGUNAN DAERAH JAWA TENGAH KANTOR CABANG PATI

KEUNIS ◽  
2020 ◽  
Vol 8 (2) ◽  
pp. 120
Author(s):  
Anita Elvi Mutiasari ◽  
Embun Duriany Soemarso
Keyword(s):  
Service Quality ◽  
Sampling Technique ◽  
Internet Banking ◽  
Test Reliability ◽  
Reliability Test ◽  
Index Test ◽  
Validity And Reliability ◽  
Satisfaction Index ◽  
Gap Test ◽  
Cartesian Diagram

<p><em>This research aims to </em><em>identify how to increase customer satisfaction of internet banking service quality at PT Bank Pembangunan Daerah Jawa Tengah Pati Branch Office with five dimensions of service quality which were tangible, reliability, responsiveness, assurance, and empathy.</em></p><p><em>In this research, the sampling technique used was purposive sampling technique. The data in this research were obtained from observations and distributing questionnaires to 100 respondents. Data analysis methods used are validity test, reliability test, satisfaction index test, satisfaction gap test and satisfaction mapping with cartesian diagram.</em></p><em>Based on the result of the validity and reliability test, the indicators like tangible, reliability, responsiveness, assurance and empathy are valid and reliable. Based on the result of the satisfaction index analysis, the weighting score of internet banking quality service is 4,219. That score is between 3,43 – 4,23 wich means Satisfied. Based on the result of the satisfaction gap test the increase of satisfaction established on the fourteen sub-indicators show satisfaction, and four sub-indicators show dissatisfaction. Meanwhile, when viewed from the cartesian diagram mapping result, there are four indicators that fall into the quadrant I, four indicators in the quadrant II, four indicators in the quadrant III, and six indicators in the quadrant IV.</em>

scholarly journals ANALISIS KEPUASAN NASABAH ATAS KUALITAS LAYANAN INTERNET BANKING PADA PT BANK RAKYAT INDONESIA (Persero) Tbk. UNIT BANYUMANIK SEMARANG

KEUNIS ◽  
2019 ◽  
Vol 7 (1) ◽  
pp. 91
Author(s):  
Wahyu Febriyanti ◽  
Sri Widiyati
Keyword(s):  
Service Quality ◽  
Reliability And Validity ◽  
Internet Banking ◽  
Test Reliability ◽  
Average Score ◽  
Five Dimensions ◽  
Satisfaction Index ◽  
Index Analysis ◽  
Validity Tests ◽  
Gap Test

<p><em>The purpose of this research is to identify how to increase customer satisfaction </em><em>of Internet Banking Service Quality at PT Bank Rakyat Indonesia (Persero) Tbk. Unit Banyumanik Semarang</em> <em>with five dimensions of service quality which were tangible, reliability, responsiveness, assurance, and emphaty.</em></p><p><em>Data in this research were obtained from questionnaires which spread to 100 (one hundred) respondents. The data analysis methods are validity test, reliability test, satisfaction index analysis, and satisfaction gap test.</em><em></em></p><p><em>The results from reliability and validity tests showed that items of service quality dimension such as tangible, reliability, responsiveness, assurance, and empathy were valid and reliable. Based on the result of satisfaction index analysis, the weighting average score of Internet Banking quality service is 4,046. That score is between 3,43 – 4,23 which means satisfied. Based on the result of satisfaction gap test the increase of satisfaction established on the fifteen sub indicators show satisfaction, and three sub indicators show dissatisfaction, then it needs special attention and an improvement from PT Bank Rakyat Indonesia (Persero) Tbk. Unit Banyumanik Semarang for three sub-indicators are not satisfied.</em><strong><em></em></strong></p>

scholarly journals The Influence of Service Quality toward Customer Loyalty: A Case Study at Alfamart Abdurahman Saleh Bandung

2016 ◽  
Vol 7 (2) ◽  
pp. 203
Author(s):  
Rizki Faiz Al-Haqam ◽  
Arif Yusuf Hamali
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Rank Correlation ◽  
Sampling Technique ◽  
Reliability Test ◽  
Validity And Reliability ◽  
Spearman Rank Correlation Analysis ◽  
Strong Relation ◽  
Accuracy Of Measurement

The research objectives were to determine the correlation between service quality and customer loyalty, and also to analyze the influence of service quality on customer loyalty at Alfamart Abdurahman Saleh Bandung. Respondents of this research were 70 respondents with nonprobability sampling technique done by incidental sampling. The method used is descriptive and associative, which tested the connection using the Spearman rank correlation analysis, to test the hypothesis by t-test, and to determine the accuracy of measurement using the validity and reliability test. Results of the validity and reliability test of variables X and Y are valid and reliable. Calculations were performed using SPSS software ver. 19. The results of this research show that service quality is in the category of good and customer loyalty is also in the category of good. Results show that the correlation of service quality with customer loyalty at Alfamart Abdurahman Saleh Bandung is in the strong relation based on the interpretation of r value correlation coefficient. The hypothesis is proved that there is the influence of service quality on customer loyalty at Alfamart Abdurahman Saleh Bandung significantly.

scholarly journals PENGARUH SUASANA TOKO, KUALITAS PELAYANAN, KEPERCAYAAN, DAN PERSEPSI HARGA TERHADAP MINAT BELI ULANG

2021 ◽  
Vol 11 (2) ◽  
pp. 230
Author(s):  
Monita Nugrahaeni ◽  
Ahmad Guspul ◽  
Hermawan Hermawan
Keyword(s):  
Service Quality ◽  
Sampling Method ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
Test Reliability ◽  
Reliability Test ◽  
Repurchase Intention ◽  
Price Perception ◽  
Positive Effect

This study aims to investigate the effect of store atmosphere, service quality, price perception, and trust on the repurchase intention of Ayam Susan Wadaslintang. The sampling method of this study was the non-probability sampling by using the accidental sampling technique to 100 consumers. The data then being analyzed statistically by using multiple linear regression analysis, validity test, reliability test, and t-test. The result of the study shows that store atmosphere, service quality, price perception, and trust have a positive effect on consumer repurchase intention.

scholarly journals Analisis Kepuasan Konsumen Terhadap Kue Baytat Bengkulu

2016 ◽  
Vol 8 (2) ◽  
pp. 67
Author(s):  
Eka Kurniati ◽  
Evanila Silvia ◽  
Zulman Efendi
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Shelf Life ◽  
Sampling Technique ◽  
Reliability Test ◽  
Validity And Reliability ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Convenience Sampling

The aim of research was to identify the attributes that baytat consumers want, determine the customer satisfaction of baytat cake and get a map attributes of baytat cake. Locations were selected intentionally (purposive). Variables and attributes used are: 1) quality of product (color of cake, aroma of cake, texture of cake, taste of cake, and the shelf life of product), 2) packaging products (appeal illustration, color packaging, capabilities of packaging to protect the product, practicality packaging) and 3)  price of product. Identify the attributes that consumers want analyzed by validity and reliability test; used 22 respondents. Level of customer satisfaction was analyzed by CSI (Customer Satisfaction Index) and map attributes were analyzed using Importance Performance Analysis (IPA); total respondents are 100 consumers with convenience sampling technique. The results showed that the attributes that consumers want baytat is an attraction illustration, color packaging, packaging capabilities protect products, practical packaging, the color of the cake, cake aroma, the texture of the cake, cake flavor, shelf life of products and product prices. CSI analysis results indicate the level of customer satisfaction with cake baytat of 80.41%. Map quadrant of the following attributes: quadrant 1 (the color of the cake and the price of the product), Quadrant II (cake flavor, aroma of cookies and texture of the cake), Quadrant III (packaging capabilities, appeal of the packaging and packaging color) and Quadrant IV (the shelf life of product and practicality packaging).

scholarly journals PERSEPSI MAHASISWA TENTANG EFEKTIVITAS PROGRAM PENGALAMAN LAPANGAN KEPENDIDIKAN (PPLK) TERHADAP KESIAPAN MENJADI GURU PADA MAHASISWA PENDIDIKAN EKONOMI UNP

Jurnal Ecogen ◽  
2018 ◽  
Vol 1 (2) ◽  
pp. 422
Author(s):  
Ira Fitria ◽  
Syamwil Syamwil ◽  
Rita Syofyan
Keyword(s):  
Random Sampling ◽  
Hypothesis Test ◽  
Sampling Technique ◽  
Educational Experience ◽  
Reliability Test ◽  
Validity And Reliability ◽  
Normality Test ◽  
Internship Experience ◽  
Economics Students ◽  
Simple Regression

The purpose of this articel is to analyze the effect Perseption of students about Effectivity of The Educational Internship Experience Program (PPLK) towards the readiness becoming a teacher. This type of the research is descriptive quantitative. The population of research is the economics students July to December 2017 period. The sample is 40 students that be selected from total 66 students by using Slovin formula with Insidential Random Sampling technique. The data collected by using the questionnaire. The instrument t is tested by using validity and reliability test. The data is analyzed by using descriptive and inductive (inferensial) analyze which is the normality test, heteroscedasticity test, and hypothesis test is analyzed by using simple regression, determination coefficient and F experiment with α=0.05. The result of this research has showed that there has been a significant perseption of students about effectivity of the educational internship experience program PPLK to the readiness become a teacher, it has showed by the significant of 0,008 < 0,05 and TCR perseption of students about effectivity of PPLK variable (x) at 75,79%. Both TCR for variables of perseption of students about effectivity of PPLK and readiness become a teacher are determined in a good category. It has indicated that PPLK has contributed to the readness become a teacher. Based on the results of the study it is suggested that students are able to provide apperception the beginning of learning because with the provision of apperception the learning will be more directed and students must be able to adapt the new environment.Keywords: Perseption , Effectivity, Educational Experience Program , Readiness Becoming a Teacher

scholarly journals Marketing Service on Customer Satisfaction of Yamaha Motorcycles at PT Ramarayo Perdana Karawang

2021 ◽  
Vol 5 (1) ◽  
pp. 11-19
Author(s):  
Evi Depiana ◽  
Hartelina Hartelina
Keyword(s):  
Data Analysis ◽  
Customer Satisfaction ◽  
Product Quality ◽  
Sampling Technique ◽  
Test Reliability ◽  
Reliability Test ◽  
Descriptive Approach ◽  
Marketing Service ◽  
Quality Of Products

The rise of trade in this era makes the market tougher competition to make companies have to take appropriate steps and strategies in order to win competition with competitors in the market. This was also experienced by motorcycles, one of which was a Yamaha motorcycle which experienced a decline in sales in 2019 from month to month. Many factors affect it. In this study the variables used are product quality, after sales service, and customer satisfaction. This research uses a descriptive approach, and verification. Samples obtained were 383 respondents who were consumers of PT Ramarayo Perdana Karawang by using purposive sampling technique, data analysis used in this study was the validity test, reliability test, classic assumption test, and path analysis. The results of this study indicate the quality of products and after-sales services have a strong enough relationship, which is equal to 50.3%. then partially product quality has an effect of 39.3 then partially after sales service has an effect of 15.3% on customer satisfaction. Together the quality of products and after sales service has an effect of 50.3% which is the contribution of other variables not examined. Then it can be seen that product quality is more dominant in influencing customer satisfaction. PT Ramarayo Perdana Karawang is advised to pay more attention to Product Quality and After Sales Service for customer satisfaction.

scholarly journals PERAN MEDIASI KEPUASAN PELANGGAN PADA PENGARUH E-SERVICE QUALITY, PERSEPSI HARGA, DAN PROMOSI PENJUALAN TERHADAP LOYALITAS PELANGGAN

2020 ◽  
Vol 10 (2) ◽  
pp. 249
Author(s):  
Risa Septiani ◽  
Nurhadi Nurhadi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Sampling Technique ◽  
Sales Promotion ◽  
Survey Method ◽  
Validity And Reliability ◽  
Online Questionnaire ◽  
Price Perception ◽  
Positive Effect

This study aim was to determine the effect of e-service quality, price perception, and sales promotion on customer loyalty through customer satisfaction on Gojek customers in Yogyakarta. This research is a quantitative study with survey method. The population in this study were Gojek customers in Yogyakarta. The sampling technique used was purposive sampling, with a total sample of 235 respondents. The technique of collecting data used an online questionnaire that has been tested for validity and reliability. The data analysis technique used to test the hypothesis was bootstrapping method using macro PROCESS by Andrew F. Hayes. The results of this study show that there is a positive effect of e-service quality on the satisfaction of Gojek Yogyakarta customers, there is a positive effect of price perception on the satisfaction of Gojek Yogyakarta customers, there is a positive effect of sales promotion on the satisfaction of Gojek Yogyakarta customers, there is a positive effect of customer satisfaction on the loyalty of Gojek Yogyakarta customers, there is a positive effect of e-service quality on the loyalty of Gojek Yogyakarta customers, there is a positive effect of price perception on the loyalty of Gojek Yogyakarta customers, there is a positive effect of sales promotion on the loyalty of Gojek Yogyakarta customers, and there is the effect of e service quality, price perception, and sales promotion on customer loyalty through Gojek Yogyakarta customer satisfaction, as evidenced by the e-service quality variable mediation coefficient of 0,0442; the mediation coefficient of price perception variable is 0,0404; and the mediation coefficient of sales promotion variable is 0.0676.

People’s Knowledge About Mental Health in Pangandaran District, West Java, Indonesia

2020 ◽  
Author(s):  
Taty Hernawaty ◽  
Hadi Suprapto Arifin ◽  
Efri Widianti
Keyword(s):  
Mental Health ◽  
Public Mental Health ◽  
Sampling Technique ◽  
Test Reliability ◽  
Health Programs ◽  
Validity And Reliability ◽  
West Java ◽  
Frequency Distributions ◽  
Mental Health Programs ◽  
Multistage Sampling

Mental health is one of Indonesia’s public health development goals. The Pangandaran District Administration of West Java is an expanded district that actively carries out various development programs, including mental health programs. This study aimed to identify public knowledge about mental health in Pangandaran District using quantitative descriptive method. The research population comprised residents of the Pangandaran District, and a sample was collected via cluster multistage sampling technique. The sample was gradually determined in the order of subdistricts, villages, subvillages, community units, and neighborhood units. The total sample was composed of 113 respondents. The questionnaire was developed based on theories and concepts on public mental health and distributed to participants after validity and reliability tests were conducted. The construct validity test result was between 0.303 and 0.764, which meant that all items were valid. The Kuder-Richardson 20 formula was used to test reliability, and the reliability coefficient was 0.887. Mathematical calculations were used for data analysis; data are presented as frequency distributions. In this study, 61.10% of the respondents had “less” knowledge, 33.59% had “good” knowledge, and the remaining 5.30% had “enough” knowledge of mental health. The results suggest that the local government should provide mental health education for the residents. For educational institutions, mental health programs should be a fundamental offering in Indonesian society. Abstrak Pengetahuan Masyarakat tentang Kesehatan Jiwa Kabupaten Pangandaran, Jawa Barat, Indonesia. Sehat secara mental merupakan bagian dari tujuan pembangunan kesehatan masyarakat. Pemerintah Kabupaten Pangandaran merupakan kabupaten pemekaran yang sedang menggalakkan berbagai program pembangunan termasuk program kesehatan jiwa. Penelitian ini bertujuan mengidentifikasi pengetahuan masyarakat Kabupaten Pangandaran mengenai kesehatan jiwa. Metode penelitian menggunakan deskriptif kuantitatif. Populasi penelitian adalah seluruh masyarakat Kabupaten Pangandaran dan sampel diambil menggunakan tehnik cluster multistage sampling. Tahapan penetapan sampel dilakukan bertahap mulai dari kecamatan, desa, dusun, rukun warga, sampai rukun tetangga dan didapat sebanyak 113 orang. Data penelitian dikumpulkan melalui kuesioner dan dibagikan pada seluruh responden. Kuisioner dikembangkan dari teori dan konsep kesehatan jiwa masyarakat dan sudah dilakukan uji validitas dan reliabilitas. Uji validitas konstrak didapatkan hasil berkisar antara 0,303 sampai 0,764 sehingga semua item dinyatakan valid. Uji reliabilitas menggunakan uji Kuder Richardson 20 dan diperoleh koefisien reliabilitas KR-20 sebesar 0,887. Analisa data menggunakan perhitungan matematis dan ditampilkan dalam bentuk tabel distribusi frekuensi. Hasil penelitian menunjukkan bahwa 61,10% responden kurang memiliki pengetahuan mengenai kesehatan jiwa, 33,59% responden memiliki pengetahuan mengenai kesehatan jiwa yang baik, dan sisanya 5,30% responden memiliki pengetahuan mengenai kesehatan jiwa yang cukup. Saran, bagi pemerintah setempat agar memberikan pendidikan kesehatan jiwa bagi masyarakat. Bagi instansi pendidikan, diharapkan menjadi data dasar dalam membuat program kesehatan jiwa di masyarakat. Kata kunci: Jawa Barat, kesehatan jiwa, kesehatan masyarakat, Pangandaran, pengetahuan masyarakat

scholarly journals ANALISIS PENGARUH EASY OF USE, QUALITY OF INFORMATION TERHADAP TRUST DAN REPURCHASE INTENTION E-TICKET PADA APLIKASI TRAVELOKA

2018 ◽  
Vol 17 (2) ◽  
pp. 62-67
Author(s):  
Gunarso Wiwoho
Keyword(s):  
Quantitative Analysis ◽  
Quantitative Methods ◽  
T Test ◽  
Test Reliability ◽  
Reliability Test ◽  
Repurchase Intention ◽  
Validity And Reliability ◽  
Quality Of Information

The purpose of this study is to analyze the effect of easy of use, quality of information on trust, and repurchase intention e-ticket on the Traveloka application in Kebumen Regency. The study was conducted using populations originating from people living in Kebumen Regency and had transacted using Traveloka with a sample size of 100 respondents. The analytical method used in this study consisted of descriptive and quantitative analysis with the type of determination of respondents through purposive sampling. Analysis carried out through quantitative methods is the validity test, reliability test, classical assumption testing, t-test, determination coefficient test, path analysis, and Sobel test. The results showed that based on the validity and reliability tests all variables were declared valid and reliable. Based on the t-test the easy of use variable significantly affects trust, quality of information significantly influences trust, easy of use significantly influences repurchase intention, quality of information, and trust has an effect on repurchase intention. The Sobel test shows that trust cannot mediate easy of use with repurchase intention and trust can mediate the quality of information with repurchase intention.

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.

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