scholarly journals Analisis Pengaruh Dimensi Kualitas Jasa terhadap Kepuasan Nasabah Bank Mandiri KCP Mojosari Kabupaten Mojokerto

2018 ◽  
Vol 1 (2) ◽  
pp. 39-48
Author(s):  
Rachmad Sholeh
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Multiple Regression ◽  
Quantitative Research ◽  
Direct Evidence ◽  
Validity And Reliability ◽  
Independent Variables ◽  
Quality Dimension ◽  
Dependent Variables ◽  
Multiple Correlation Analysis

This study aims to analyze the Influence of Service Quality Dimension on Customer Satisfaction of Bank Mandiri KCP Mojosari Mojokerto Regency. This type of research is quantitative research. The variables of this study consist of independent variables, namely the Influence of Service Quality Dimension which includes: Tangible/Direct Evidence (X1), Reliability/X2, Responsiveness (X3), Assurance/X2, Emphaty/Empati (X5) and the dependent variable of Customer Satisfaction (Y). Population in this research is segmentation of consumer group which become customer and do transaction at Bank Mandiri KCP Mojosari Mojokerto regency, hence this research only use a number of respondents selected as sample counted 100 responden. The sampling method used is accidental sampling. Sampling is done when the respondent transacts at Bank Mandiri KCP Mojosari Mojokerto regency. Data collection was done by using questionnaire that has been tested for its validity and reliability. Hypothesis testing is done by using multiple correlation analysis tools and multiple regression. For testing of the hypotheses proposed, it can be interpreted the influence between independent variables with dependent variables. From the results of multiple regression testing it can be seen that the independent variables are Tangible/Direct Evidence (X1), Reliability/Reliability (X2), Responsiveness/Responsiveness (X3), Assurance/Assurance (X4) and Emphaty/Empathy (X5) has a significant influence on Customer Satisfaction (Y) Bank Mandiri KCP Mojosari Mojokerto regency.

Pengaruh Kualitas Pelayanan, Harga, dan Promosi Terhadap Kepuasan Pelanggan pada PT. Benua Trans Maju Bersama Cabang Medan

2021 ◽  
pp. 88-93
Author(s):  
Nurmaidah Ginting ◽  
Mila sari Br Ginting ◽  
, Ine Selvia Br Tarigan
Keyword(s):  
Regression Analysis ◽  
Data Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Significant Influence ◽  
Quantitative Research ◽  
Analysis Model ◽  
Validity And Reliability ◽  
Normality Test ◽  
Sample Test

in this study is to find out how the influence of service quality, price and promotion on customer satisfaction with the aim of testing and analyzing the effect of service quality, price and promotion on customer satisfaction at PT. Benua Trans Maju Bersama Cabang Medan. The research was started in October 2020 – May 2021. In this study, the researcher used quantitative research techniques with the type of research being descriptive quantitative and the nature of the research was descriptive explanatory research. The population in this study were all customers has 223 customers. where validity and reliability were first tested in order to determine whether a questionnaire was valid or not, and researchers did it to 30 customers and the rest were 143 customers as a sample test. Then it is processed using the classical assumption test which includes: normality test, multicollinearity test, and heteroscedasticity test. The data analysis model in this study uses multiple regression analysis. The conclusion from the results of this study is that there is a service quality partially positive and significant effect on customer satisfaction. The price partially positive and significant effect on customer satisfaction. Promotion positive and significant effect on customer satisfaction Simultaneously the variables of service quality (X1), price (X2) and promotion (X3), there is a positive and significant influence on customer satisfaction (Y).

scholarly journals PENGARUH KUALITAS PELAYANAN PETUGAS TERHADAP KEPUASAN PENGUNJUNG DI OBJEK WISATA SEJARAH BENTENG MARLBOROUGH DI KOTA BENGKULU

2016 ◽  
Vol 4 (1) ◽  
Author(s):  
Handika Fikri Pratama
Keyword(s):  
Service Quality ◽  
Significant Influence ◽  
Quantitative Method ◽  
Hypothesis Test ◽  
Quality Service ◽  
Validity And Reliability ◽  
Independent Variables ◽  
Dependent Variables ◽  
Independent Variable ◽  
Dominant Influence

Handika  Fikri  Pratama;  This  research  is  intended  to  know  the  influence  of  service  quality (Reliability, Responsiveness, Assurance, Empathy and Tangibles) either partially or simultaneously to the satisfaction of customers and to know the more dominant influence from quality service. This research used quantitative method. There were 100 samples collected using accidental sampling. Collected using questioner and documentation. Instrument test is done by validity and reliability test. Multiple linear regression and classical assumption test used as analysis test. Hypothesis test is done by F test and t test.Result of this research shows take value  of value Reliability, Responsiveness, Assurance, Empathy and Tangibles variable have significant influence to dependent variable (Y) simultaneously. Tangibles don’t have significant influence to variable (Y) Partially. Reliability, Responsiveness, Assurance and Empathy variable have significant influence to dependent variable (Y). The value of determination coefficient (R Square) 97,6% it means that the independent variable may describe the dependent variables, while the remaining 2,4% is explained by the other independent variables which are not included in the this research.Keywords : Service Quality, Customer’s Satisfactions.

scholarly journals Pengaruh Service Quality Terhadap Customer Loyalty Melaui Customer Satisfaction Pelanggan Jawa Pos Radar Jember

2020 ◽  
Vol 16 (2) ◽  
pp. 264-293
Author(s):  
Narto ◽  
Suwignyo Widagdo ◽  
Agustin Hari Prastyowati
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Quality Service ◽  
Independent Variables ◽  
Digital Era ◽  
Normality Test ◽  
Dependent Variables ◽  
Quantitative Descriptive ◽  
Improve Service Quality

For print media, maintaining and adding customers is very important in today's digital era. Including Jawa Pos Radar Jember. Companies must improve Service Quality (service quality), to create and maintain Customer Loyalty (loyal customers). This research is quantitative descriptive. This study was conducted on Jawa Pos Radar Jember customers in Jember Regency, precisely in Sumbersari, Patrang and Kaliwates Regencies. Data collection techniques by observation, questionnaire and direct interview. The number of samples was 125 out of a population of around 7,500 subscribers to the Jawa Pos Radar Jember newspaper. This study uses Service Quality independent variables (Tangibility, Reliability, Responsiveness, Assurance, Empathy), Customer Satisfaction variablesand Customer Loyalty dependent variables. The analytical method used is multiple regression analysis with path analysis, classic assumption test (multicollinearity test, heteroscedasticity test, and normality test).The purpose of this study is 1) to testand analyze Reliability, Responsiveness, Assurance, Empathy effect on Customer Satisfaction and Customer Loyalty. 2) Test and analyze the moderation of Customer Satisfaction against Customer Loyalty.The results show that Tangibility, Responsiveness, Assurance, Empathy has no significant effect on Customer Satisfaction. Only reliability has a significant effect on Customer Satisfaction. Conversely, Reliabilty, Responsiveness, Assurance, Empathy has a significant effect on Customer Loyalty. Only, Tangibility is not a significant effect on Customer Loyalty. AndCustomer Saticfaction does not become intervening between Service Quality and Customer Loyalty Keywords: Service Quality, Customer Satisfaction dan Customer Loyalty

scholarly journals PENGARUH KUALITAS PELAYANAN, HARGA DAN LOKASI TERHADAP KEPUASAN KONSUMEN (Studi Kasus Pada Konsumen Paras Snack Di Kabupaten Boyolali Tahun 2019)

2020 ◽  
Vol 8 (2) ◽  
pp. 41-48
Author(s):  
Isnaini Sholikah ◽  
Unna Ria Safitri ◽  
A. Fidhdiarr Ariestanto T N K
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Quantitative Methods ◽  
T Test ◽  
Test Reliability ◽  
Validity And Reliability ◽  
F Test ◽  
Independent Variables ◽  
Normality Test ◽  
A Value

The research objective is to determine the effect of price, location, and service quality variables on customer satisfaction. 100 respondents who were used as samples were involved in filling out the questionnaire, taken from Paras Snack consumers. Collecting data using questionnaires with the Accidential Sampling Method, and analysis using quantitative methods. The validity and reliability tests were used in the data instrument testing, and the normality test, multicollinearity test, heteroscedasticity test, autocorrelation test were used to analyze the data, the t test and F test and the determination test (R2) were used to test the hypothesis. Validity test, reliability test and classical assumption test whose data have been met are then processed to produce a regression equation: Y = 4,475 + 0.126 X1 + 0.348 X2 + 0.374. Partially service quality variables do not affect customer satisfaction variables, while variables that affect customer satisfaction partially are price and location variables as indicated by hypothesis testing using the t-test. Then the results of the F test are shown simultaneously the influence of the three independent variables on the dependent variable. It is stated from the results of the determination test (R2) that the value of the Adjusted R Square is 0.811, which means that the dependent variable of customer satisfaction with a value of 81.1% can be explained by the three independent variables, namely the variable price, location and service quality and the remaining 18.9% value is explained by the variable outside of research.  

scholarly journals The Impact of Customer Value, Price, Brand Image and Service Quality on Customer Satisfaction on XL Prepaid Card 4G Network in Bekasi City

2021 ◽  
Vol 2 (1) ◽  
pp. 108-121
Author(s):  
Maris Agung Triandewo ◽  
Willy Dewantoro
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Multiple Regression ◽  
Customer Value ◽  
Brand Image ◽  
Analysis Method ◽  
Purposive Sampling ◽  
Dependent Variables ◽  
The Impact

This study has intention to identify the impact of Customer Value, Price, Brand Image and Service Quality on Customer Satisfaction on the 4G XL Prepaid Card Network in Bekasi City. The design of this research is descriptive and causality. Purposive sampling was used with 115 respondents. The analysis method uses multiple regression and processed with IBM Statistic 20. From this research it can be concluded that from all dependent variables only Price that has no impact on Customer Satisfaction.

scholarly journals THE ANALYSIS OF SOCIAL ENTREPRENEURIAL INTENTION AMONG YOUNG GENERATION (STUDY CASE: STUDENT OF FACULTY OF BUSINESS PRESIDENT UNIVERSITY)

2020 ◽  
Vol 5 (1) ◽  
pp. 34
Author(s):  
Hangka Panca Buana ◽  
Yunita Ismail Masjud
Keyword(s):  
Multiple Regression ◽  
Self Efficacy ◽  
Quantitative Research ◽  
Business Students ◽  
Entrepreneurial Intention ◽  
Young Generation ◽  
Validity And Reliability ◽  
Independent Variables ◽  
Collection Data ◽  
Study Case

<p>This research conducted to measure the factors that influence social entrepreneurial intention of  young generation with use President University Faculty of Business students. It has three independent variables (empathy, self efficacy and exposure) and one dependent variable (social entrepreneurial intention). Quantitative research chosen as an approach and using questionnaire as a collection data instrument.The questionnaire distributed through online (google form, social media) to 557 respondents and the response received were 334 (59.96% response rate).  Multiple regression used to analyze the data gathered. All 20 items in the questionnaire have passed the validity and reliability test by using pearsoncorrelation and cronbachalpha. Then multiple regression analysis shown that all independent variables were significance influence to dependent variable. From three independent variables, the self efficacy as the highest influence towards social entrepreneurial intention (39.7%), followed by exposure (34.4%) and empathy (25.3%).The  regression  model  was:     Y= 1.073 + 0.253 X1+ 0.397 X2+ 0.344 X3 + e.  From t-test and F-test, showed that all the independent variables (empathy, self efficacy and exposure) had significant effect towards the dependent variable (social entrepreneurial intention) and it also had simultaneously significant effect towards social entrepreneurial intention. Lastly, this research explained 40.4% variation of social entrepreneurial intention could explain by empathy, self efficacy and exposure, while the rest (59.6%) explained  by other factors that was not included in this research.</p>

scholarly journals HUBUNGAN KUALITAS JASA TERHADAP KEPUASAN PELANGGAN PADA PT. POS INDONESIA (PERSERO) CABANG BANJARMASIN

2021 ◽  
Vol 3 (2) ◽  
pp. 47
Author(s):  
Aris Setia Noor
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Quantitative Method ◽  
Strong Influence ◽  
Direct Evidence ◽  
Independent Variables ◽  
Alpha Level ◽  
The Relationship

Tujuan dilakukannya penelitian ini adalah untuk mengetahui seberapa besar hubungan Kualitas Jasa terhadap kepuasan pelanggan pada PT. Pos Indonesia (Persero) Cabang Banjarmasin. Metode yang digunakan pada penelitian ini adalah metode kuantitatif. Variabel bebas dalam penelitian ini adalah Keandalan, Daya Tanggap, Jaminan, Empati dan Bukti Langsung. Sedangkan variabel terikatnya adalah Kepuasan Pelanggan.                                                Hasil penelitian untuk kelima variabel tersebut diketahui bahwa secara parsial dilakukan uji t dimana hasilnya ditemukan bahwa terdapat satu variabel yang tidak signifikan berpengaruh terhadap kepuasan pelanggan yaitu variabel Empati. Variabel Daya Tanggap merupakan variabel yang paling dominan berpengaruh. Sementara itu berdasarkan hasil uji F pada tingkat alpha sebesar 10% menunjukkan bahwa kelima variabel yang diteliti secara simultan berpengaruh signifikan. Determinasi (R2) adalah 0,617 atau 61,7%. Hal ini menunjukkan besarnya kontribusi yang diberikan seluruh variabel bebas terhadap variabel terikatnya. Dengan adanya  pengaruh yang positif dan kuat dari Kualitas Jasa terhadap kepuasan pelanggan pada PT. Pos Indonesia (Persero) Cabang Banjarmasin, maka hendaknya kualitas jasa terus ditingkatkan sebagai salah satu strategi perusahaan dalam upaya meningkatkan kepuasan pelanggannya.The purpose of this research is to find out how big the relationship between service quality and customer satisfaction at PT. Pos Indonesia (Persero) Banjarmasin Branch. The method used in this study is a quantitative method. The independent variables in this study are Reliability, Responsiveness, Assurance, Empathy and Direct Evidence. While the dependent variable is Customer Satisfaction.  The results of the research for the five variables are known to be partially t-tested where the results are found that there is one variable that has no significant effect on customer satisfaction, namely the Empathy variable. Responsiveness variable is the most dominant variable influencing. Meanwhile, based on the results of the F test at an alpha level of 10%, it shows that the five variables studied simultaneously have a significant effect. The determination (R2) was 0.617 or 61.7%. This shows the magnitude of the contribution given by all independent variables to the dependent variable. With the positive and strong influence of Service Quality on customer satisfaction at PT. Pos Indonesia (Persero) Banjarmasin Branch, the quality of service should continue to be improved as one of the company's strategies in an effort to increase customer satisfaction.

PENGARUH KUALITAS LAYANAN DAN SUASANA TOKO TERHADAP KEPUASAN PELANGGAN TOKO TOYS CITY MALL SUMARECON, BEKASI

2020 ◽  
Vol 8 (1) ◽  
Author(s):  
Achmad Nizar Thaib ◽  
Ismail Razak ◽  
Nuridin Nuridin
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Quantitative Research ◽  
Hypothesis Test ◽  
Sampling Technique ◽  
Primary Data ◽  
Validity And Reliability ◽  
Sample Technique ◽  
Saturated Sample ◽  
Descriptive Statistical Analysis

<em>This study aims to determine the effect of service quality and store atmosphere on customer satisfaction at Toys City Mall Summarecon Bekasi. This research is a quantitative research and survey research. The population of this study is the customer-owner owner of children's toys buyers Toy City Mall Mall Summarecon Bekasi. The number of samples is 60 respondents, while the sampling technique uses the saturated sample technique. The data of this research are primary data sourced from questionnaires that have been tested for validity and reliability, while the data analysis uses descriptive statistical analysis, simple and multiple regression, hypothesis F test and hypothesis test t. The results of this study indicate that: 1) Service quality has a positive and significant effect on customer satisfaction at Toys City Mall Summarecon Bekasi. 2) The atmosphere of the store has a positive and significant effect on customer satisfaction at the Toys City Mall Mall Summarecon Bekasi. 3) Service quality and store atmosphere together have a positive and significant effect on customer satisfaction at Toys City Mall Summarecon Bekasi.</em>

scholarly journals Pengaruh Kualitas Pelayanan Jasa Terhadap Kepuasan Pelanggan Pada Toko Emas Gajah, Batu

2019 ◽  
Vol 1 (2) ◽  
pp. 126
Author(s):  
Alfiah Alfiah
Keyword(s):  
Regression Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Multiple Regression Analysis ◽  
Multiple Regression ◽  
Sampling Technique ◽  
Five Dimensions ◽  
Quality Dimension ◽  
Gold Jewelry ◽  
Dominant Influence

Toko Emas Gajah is the best gold shop located in Batu City that provides the best after-sales and maintenance services for gold jewelry, and always provides the latest jewelry models.This study aims to explain the effect of service quality on customer satisfaction at TokoEmas Gajah. The measurement of the quality dimension uses five dimensions of service quality which consist of tangibles, reliability, responsiveness, assurance, and empathy dimensions. The research instrument used was a questionnaire distributed to 99 customers of  Toko Emas Gajah which was taken using purposive sampling technique. Furthermore, the collected data was analyzed using multiple regression analysis to see the dimensions of service quality that were the most dominant influence on customer satisfaction at  TokoEmas Gajah.The results of this study indicate the five variables of customer satisfaction simultaneously and partially have a significant effect on customer satisfaction at  TokoEmas Gajah. While the factors that predominantly influence customer satisfaction in this gold shop are Reliability or reliability and are followed by variables of assurance, responsiveness and reliability.

PENGARUH JASA PELAYANAN FREIGHT FORWARDING TERHADAP KEPUASAN PELANGGAN

2018 ◽  
Author(s):  
Andar Sri Sumantri ◽  
Radix Nugrahanto
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Secondary Data ◽  
Sampling Technique ◽  
Positive Influence ◽  
Linear Regression Equation ◽  
Independent Variables ◽  
Freight Forwarder ◽  
Freight Forwarding ◽  
A Company

<p>Customer is an important factor for the survival of a company. At a time, company sometimes didn’t know the level of customer satisfaction. If the company continues with this situation, the company would not know the next strategies to develop the company. There are many factors that connected with customer such as trust, facility and service quality. This research objective is to analyze if there is a positive influence, both individually and simultaneously between independent variables which are trust, facility and service quality to the dependent variable which is customers. In this research the object are the customers of PT Panah Persada Logisindo Semarang. The data sources are primary and secondary data using sampling technique of 80 respondents. The results of multiple linear regression equation show that there is a positive influence and partial significant between (t= 3,543 &gt; ttebal = 1, 99167) Trust, (t=4,976 &gt;ttebal=1,99167 ) Facility and (t =3,908 &gt; ttebal= 1, 99167) Service Quality effected by customer satisfaction.</p><p><strong>Keywords: Trust, Facility, Service Quality, Customer Satisfaction</strong></p><p>Kepuasaan Pelanggan merupakan faktor penting terhadap kelangsungan hidup sebuah perusahaan. Masalah yang dihadapi perusahaan saat ini berkaitan dengan tidak diketahuinya kepuasaan Pelanggan setiap tahun, Jika ini dibiarkan terus menerus, perusahaan tidak dapat menentukan strategi untuk meningkakan kepuasaan pelanggan. Ada banyak faktor yang mempengaruhi Kepuasaan Pelanggandipengaruhi oleh kepercayaan, fasilitas dan Kualitas Pelayanaan. Perumusan masalah, tujuan penelitian dan hipotesis pada latar belakang masalah dan tujuan penelitian ini untuk menganalisis adakah pengaruh yang positif baik secara individual dan simultan antara variabel independen yaitu kepercayaan, fasilitas, kualitas pelayanaan terhadap variabel dependen yaitu Kepuasaan Pelanggan. Pada penelitian ini obyek yang diambil pengguna jasa Freight forwarder PT Panah Persana Logisindo Semarang Sumber data meliputi data primer dan sekunder. Sampel pada penelitian ini adalah 80 responden teknik sampling yang digunakan seluruh populasi dijadikan sample. Berdasarkan hasil penelitian dan analisis berganda dihasilkan persamaan : Hasil persamaan regresi linear berganda menunjukkan bahwa ada pengaruh yang positif dan signifikan secara parsial antara ( t hitung = 3,543&gt; t tabel = 1,99167) kepercayaan, (t hitung4,976 &gt; t tabel =1,99167) Fasilitas ( t hitung = 3,908&gt; t tabel = 1,99167) Kualitas pelayanaan terhadap Kepuasaan Pelanggan.</p><p><strong>Kata kunci : Kepercayaan, Fasilitas, Kualitas Pelanggan. Kepuasaan Pelanggan</strong></p>

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