scholarly journals ANALISIS PENGARUH INFORMASI GADAI, KUALITAS JASA DAN KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PEGADAIAN SYARIAH CABANG KUALA SIMPANG KABUPATEN ACEH TAMIANG

2017 ◽  
Vol 2 (2) ◽  
Author(s):  
Nurlatifah Nurlatifah
Keyword(s):  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Regression Coefficient ◽  
Care Quality ◽  
Analysis Tool ◽  
Real Effect ◽  
Sample Data

This research was aimed to find out empirical evidences of pawn information and service quality and care quality effecting on customer’s satisfaction in Syari- ah pawnshops branch Kuala Simpang Aceh Tamiang Regency. Analysis tool was used is multiple linear regression. The populations in this research are custom- ers of Syariah pawnshop branch Kuala Simpang Aceh Tamiang Regency with 100 customers as sample. Data conducted by using questionnaire technique. The results showed partially that pawn information and service quality and care quality have real effect towards customer’s satisfaction. Pawn information has regression coefficient about 0.054, service quality has regression coefficient about 0.259, care quality has regression coefficient about 0.176, which gives the meaning that pawn information and service quality and care quality improved will increase in the value of customer satisfaction. The research also shows that simultaneously pawn information and service quality and care quality are sig- nificantly effecting and explaining customer satisfaction at Syariah pawnshops branch Kuala Simpang Aceh Tamiang Regency about 41.3%. Among all variables which are examined, service quality is the most dominant variable.

scholarly journals Pengaruh Pelayanan dan Harga terhadap Kepuasan Pelanggan di PT Setiajaya Mobilindo

2019 ◽  
Vol 19 (2) ◽  
pp. 219-224
Author(s):  
Eigis Yani Pramularso
Keyword(s):  
Data Analysis ◽  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Analysis Tool ◽  
Price Determination ◽  
Data Analysis Tool ◽  
Processing Techniques

Abstract  - Increasingly tight business competition is accompanied by changes in the needs and desires of customers who always dynamically require companies to be able to adapt so that customers remain satisfied with the company's performance. Service quality and price determination offered are important parts so customer satisfaction is maintained. This study aims to determine the effect of service quality and price on customer satisfaction of PT Setiajaya Mobilindo. The population in this study were customers of PT Setiajaya Mobilindo located on Jl. Raya Tole Iskandar Depok who received body & paint services and the sample was 61 respondents taken randomly. The data analysis tool uses multiple linear regression with processing techniques using SPSS. From the results of the study it is known that service quality and price together have a significant effect on customer satisfaction. Partially service quality and price also have a significant effect on customer satisfaction. The number of R square (R2) shows service quality and price contribute 58.6% to customer satisfaction, while the rest is influenced by other factors outside of this study. Keywords: Service Quality, Price, Customer Satisfaction

PENGARUH KUALITAS PELAYANAN DAN KEPERCAYAAN TERHADAP LOYALITAS NASABAH PT BANK MANDIRI,Tbk CABANG JAKARTA KELAPA GADING BARAT

2015 ◽  
Vol 3 (3) ◽  
Author(s):  
Imam Wibowo ◽  
Santi Putri Ananda
Keyword(s):  
Linear Regression ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Analysis Tool ◽  
Positive Contribution ◽  
Homogeneous Population ◽  
Independent Variables ◽  
Research Population ◽  
The Impact

Purpose-To study the impact of the service quality and trust on customers loyalty of PT.Bank Mandiri,Tbk; Kelapa Gading Barat Branch. To improve the customers loyalty there are several factors that can influence them, such as service quality and trust. Methodology/approach-The research population was all customers PT.Bank Mandiri,Tbk;Kelapa Gading Barat Branch.According to the homogeneous population and based on the Gay and Diehl Theory, the samples taken were 50 people. Variables in this investigations consisted of: a).Independent Variables (exogenous): Service Quality (X1) and Trust (X2). b).The dependent variable (endogenous) Customers Loyalty (Y). Analysis tool being used is multiple linear regression which previously conducted validity and realiability. Findings-The result of investigations that service quality and trust simultaneously have a very strong contribution of 75,5% to the customers loyalty, and partially showed that service quality has significant and positive contribution to the customers loyalty of 64,8%. Partially, the trust variable has significant and positive contribution which amounted to 55,9% to the customers loyalty.

PENGARUH LOKASI, KUALITAS PRODUK TABUNGAN, KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH DALAM MENABUNG DI BMT ADZKIYAH KHIDMATUL UMMAH DI KOTA METRO

2019 ◽  
Vol 3 (2) ◽  
pp. 439
Author(s):  
Suwarto Suwarto ◽  
Risa Anggraini
Keyword(s):  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Linear Regression Analysis ◽  
Requirements Analysis ◽  
Primary Data ◽  
Homogeneity Test ◽  
Linearity Test

This research is motivated by customer satisfaction which is a customer action to save. The purpose of this study was to determine the ef ect of location, quality of savings products, service quality on customer satisfaction. In this study using primary data collected by explanatory research methods and sample collection techniques in the form of accidental sampling of BMT customers Adzkiyah Khidmatul Ummah using a questionnaire with a likert skla in BMT Adzkiyah Khidmatul Ummah in Metro City. Testing the instrument requirements used include validity, reliability testing. Requirements analysis using normality test, linearity test, homogeneity test. And analysis tools using multiple linear regression with partial test (t test), simultaneous test (f test), coef icient of determination test (R2). As testing requirements analysis and hypothesis testing. Based on the results of research using multiple linear regression analysis obtained location influences customer satisfaction, the quality of savings products does not af ect customer satisfaction, and service quality influences customer satisfaction.

scholarly journals PENGARUH KUALITAS LAYANAN DAN KEPERCAYAAN TERHADAP KEPUASAN NASABAH DALAM MENGGUNAKAN BRI MOBILE (BRIMO)

account ◽  
2021 ◽  
Vol 8 (1) ◽  
Author(s):  
Asri Mandiri ◽  
Efri Yanto ◽  
Elisabeth Metekohy
Keyword(s):  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Mobile Banking ◽  
Significant Positive Effect ◽  
Simultaneous Test ◽  
Analysis Technique ◽  
Customer Trust ◽  
Positive Effect

ABSTRACT  This research aims to analyze the effect of service quality and trust on customer satisfaction in using BRIMobile (BRImo) partially and simultaneously. The sample in this research consisted of 100 customers of Bank Rakyat Indonesia. The analysis technique used is multiple linear regression with analysis tools, namely SPSS Version 26.0. The results of this research partially indicate that service quality and customer trust have a significant positive effect on customer satisfaction in using BRI Mobile (BRImo). Based on the results of the simultaneous test, it was found that service quality and customer trust had a significant positive effect on customer satisfaction in using BRI Mobile (BRImo).   Keywords: Service Quality, Customer Trust, Mobile Banking, BRI, Customer Satisfaction ABSTRAK Penelitian ini bertujuan untuk menganalisis pengaruh kualitas layanan dan kepercayaan terhadap kepuasan nasabah dalam menggunakan BRI Mobile (BRImo) secara parsial dan simultan. Sampel dalam penelitian ini terdiri dari 100 nasabah Bank Rakyat Indonesia. Teknik analisis yang digunakan adalah regresi linear berganda dengan alat bantu analisis yaitu SPSS Versi 26.0. Hasil penelitian ini secara parsial menunjukkan bahwa kualitas layanan dan kepercayaan berpengaruh positif signifikan terhadap kepuasan nasabah dalam menggunakan BRI Mobile (BRImo). Berdasarkan hasil uji simultan, ditemukan bahwa kualitas layanan dan kepercayaan berpengaruh positif signifikan terhadap kepuasan nasabah dalam menggunakan BRI Mobile (BRImo).   Kata kunci: Kualitas layanan, Kepercayaan, Mobile Banking, BRI, Kepuasan Nasabah

scholarly journals Pengaruh Kualitas Layanan dan Kualitas Produk Terhadap Kepuasan Nasabah Bank

2020 ◽  
Vol 1 (02) ◽  
pp. 133-140
Author(s):  
Meli Andriyani ◽  
Riski Ardianto
Keyword(s):  
Regression Analysis ◽  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Product Quality ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Research Data ◽  
Positive Effect

The bank as a service company places great importance on satisfaction through services and products. The purpose of this study was to determine the effect of service quality and product quality on customer satisfaction. The research was conducted by distributing questionnaires to 100 respondents, namely bank customers who live and have bank accounts in the Cibubur area. The research data were analyzed using multiple linear regression analysis. The study found that service quality did not affect customer satisfaction, while product quality had a positive effect on customer satisfaction.

scholarly journals The Influence of Service Quality, Trust and Customer Value on Customer Satisfaction at Gerai Indosat Ooredoo WTC Surabaya

2019 ◽  
Vol 2 (2) ◽  
pp. 95-104
Author(s):  
Eko Wahyu Nugroho ◽  
Elok Damayanti
Keyword(s):  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Customer Value ◽  
Quantitative Method ◽  
Regression Technique ◽  
Linear Regression Technique

The purpose of this research is to find out The Influence of Service Quality, Trust and Customer Value on Customers Satisfaction at Gerai Indosat Ooredoo WTC Surabaya in simultaneously and partially. This Research used quantitative method with 70 respondents of population and samples were collected by giving questionnaires to the customers who have bought Samsung’s Bundling Product from Gerai Indosat Ooredoo WTC Surabaya. The data was analyzed used multiple linear regression technique and classic assumption test. The results showed that the hypotheses have effects to Customers’s Satisfaction simultaneously and partially.

scholarly journals PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN PADA PERUSAHAAN MASTER PIECE KARAOKE DI KOTA BENGKULU

2021 ◽  
Vol 9 (1) ◽  
pp. 50-58
Author(s):  
Yudi Irawan Abi
Keyword(s):  
Linear Regression ◽  
Data Collection ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Consumer Satisfaction ◽  
Sampling Technique ◽  
Coefficient Of Determination ◽  
Sampling Techniques ◽  
Analysis Tool ◽  
Test Result

The purpose of this study was to determine the effect of   tangible, reliability, responsiveness, assurance  and empathy of service quality to consumer satisfaction of Master Piece Karaoke in Bengkulu. The sampling technique in this study using purposive sampling techniques and data collection is done by distributing questionnaires to the respondents. The questionaires were distributed to the 100 respondent of Master Piece Karaoke in Bengkulu. The analysis tool used is multiple linear regression using SPSS 16. Hypothesis testing using the T test. Result shows that  partially, tangible, reliability, responsiveness, assurance  and empathy variables has significant effect on consumer satisfaction  of Master Piece Karaoke in Bengkulu. Based on the analysis of known coefficient of determination value of Adjusted R Square is  0.477, this means 47,7% variable consumer satisfaction is influenced by variables service quality.

scholarly journals ANALISIS PENGARUH SERVICE QUALITY TERHADAP CUSTOMER SATISFACTION BANK SYARIAH Studi Pada PT. Bank Muamalat Indonesia dan Bank Syariah Mandiri di Banjarmasin

2019 ◽  
Vol 6 (3) ◽  
pp. 237
Author(s):  
Heldalina , ◽  
Muhammad Riza Firdaus ◽  
Ikhwan Faisal
Keyword(s):  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Linear Regression Analysis ◽  
Cost Benefit ◽  
Multiple Linear Regression Analysis ◽  
Benefit Ratio ◽  
Cost Benefit Ratio ◽  
One Way Anova

<p><em>The aim of this study was to: (1) analyze the influence of </em><em>service quality variables</em><em> (corporal efficiency, core banking, convenience, confidence, compliance and cost-benefit ratio) </em><em>which </em><em>simultaneously influence customer</em><em>s’</em><em> satisfaction </em><em>of Bank </em><em>Muamalat and BSM </em><em>B</em><em>anjarmasin branch, (2) analyze the influence of service quality variables (corporal efficiency, core banking, convenience, confidence, compliance and cost-benefit) </em><em>which </em><em>partial</em><em>ly</em><em> </em><em>a</em><em>ffect customer</em><em>s’</em><em> satisfaction o</em><em>f</em><em> </em><em>B</em><em>ank Muamalat and BSM </em><em>B</em><em>anjarmasin</em><em> </em><em>branch, (3) analyz</em><em>e</em><em> differen</em><em>t levels of </em><em>customer</em><em>s’</em><em> satisfaction (customer satisfaction) between Bank Muamalat Indonesia </em><em>and </em><em>Bank Syariah Mandiri (BSM).</em></p><p><em>The population in this study </em><em>were</em><em> customer</em><em>s</em><em> of Bank Muamalat </em><em>Indonesia </em><em>and Bank Syariah Mandiri Banjarmasin </em><em>b</em><em>ranch with </em><em>a </em><em>of 100 people. T</em><em>he t</em><em>echnique used in </em><em>taking </em><em>sampl</em><em>e was </em><em>judgmental sampling</em><em>. Testing the validity of the questionnaire was conducted using Pearson Product Moment, while the reliability test </em><em>of </em><em>questionnaire </em><em>used </em><em>Cronbach Alpha method. The data analysis was conducted using multiple linear regression and One-way ANOVA.</em></p><p><em>Based on the results of multiple linear regression analysis </em><em>it </em><em>showed that the variables of service quality</em><em>,</em><em> that</em><em> were,</em><em> corporal efficiency, core banking, convenience, confidence, compliance and cost-benefit ratio simultaneously significant</em><em>ly</em><em> </em><em>a</em><em>ffect</em><em>ed</em><em> customer</em><em>s’</em><em> satisfaction. </em><em>P</em><em>artially</em><em>,</em><em> only four variables that significantly </em><em>affected, </em><em>namely convenience, confidence, compliance and cost-benefit, while the corporal variable efficiency, core banking had no significant effect. </em><em>B</em><em>ased on the analysis of one-way ANOVA </em><em>it </em><em>showed that there was no difference in satisfaction between customers of Bank Muamalat Indonesia and Bank Syariah Mandiri</em><em>.</em></p>

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 KUALITAS PELAYANAN DAN HARGA TERHADAP KEPUASAN KONSUMEN PADA CV. NETRAL KECAMATAN RENGAT KABUPATEN INDRAGIRI HULU

2019 ◽  
Vol 10 (3) ◽  
pp. 324-332
Author(s):  
Kurnia Dewi
Keyword(s):  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Correlation Coefficient ◽  
Consumer Satisfaction ◽  
Quantitative Methods ◽  
T Test ◽  
F Test ◽  
Independent Variable

This research is on CV. Netral Rengat District, Indragiri Hulu Regency. The purpose of this research is to know the effect of service quality and price simultaneously on customer satisfaction on CV. Neutral Rengat District, Indragiri Hulu Regency; To find out the effect of service quality partially on customer satisfaction on CV. Neutral Rengat District, Indragiri Hulu Regency; To find out the effect of prices partially on customer satisfaction on CV. Neutral Rengat District, Indragiri Hulu Regency. The population in this study are all consumers who use the services of CV. Neutral Rengat Subdistrict, Indragiri Hulu Regency which is infinite in number, where visitors are teenagers to adults, the population used is 24,057 people. While the sample in this study amounted to 100 people with a nonprobability sampling technique. Thisr research used quantitative methods, namely by multiple linear regression, correlation coefficient and determination, and F test and t test. Based on the results of the research and discussion, some conclusions can be drawn as follows: From the quantitative calculations obtained using the multiple linear regression equation Y = a + b1X1 + b2X2 obtained Y = 3.808 + 0.238 X1 + 0.528 X2, namely the constant coefficient value (a) amounting to 3.808 this means that if the value of service quality (X1) and price (X2) equals zero, then the level or amount of customer satisfaction (Y) is equal to 3.808. The coefficient value of X1 = 0.238 means that if the service quality (X1) rises by one unit, while the price variable (X2) remains, customer satisfaction (Y) will increase by 0.238 and vice versa if the service quality (X1) decreases by one unit, while the price variable (X2) remains, consumer satisfaction (Y) will decrease by 0,238. The coefficient value of X2 = 0.528 explains that if the price (X2) rises by one unit, while the service quality variable (X1) remains, the level of customer satisfaction (Y) will increase by 0.528 and if the price (X2) falls by one unit, while the service quality variable (X1) remains that consumer satisfaction (Y) will decrease by 0.528. Multiple linear correlation coefficient (R) that is 0.885 means that the relationship that has a very high correlation between service quality and price to customer satisfaction is 0.885. The coefficient of determination (R2) is 0.783, meaning that customer satisfaction can be explained by variations in changes in the independent variable (service quality and price) of 78.3%, while the remaining 21.7% is explained by other variables outside the research. Based on the results of the F test, the calculated F value is 175,051 with a significant level of 0,000. While Ftable at 100% (0.05) is 3.09. In both calculations, F count> Ftable is 175,051> 3,09. This means that Ho is rejected and Ha is accepted, meaning that simultaneously service quality and price have a significant effect on customer satisfaction. Based on the results of the t test obtained the value of tcount X1> t table = 2.101> 1.98447 so that Ho is rejected and Ha is accepted, which means the independent variable (X1) service quality partially has a significant effect on the variable customer satisfaction (Y). Furthermore, the value of tcount X2> t table = 4.268> 1.98447 so that Ho is rejected and Ha is accepted, which means that the independent variable (X2) price partially has a significant effect on the variable customer satisfaction (Y).

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