scholarly journals PENGARUH CAFÉ ATMOSPHERE, FOOD QUALITY DAN SERVICE QUALITY TERHADAP CUSTOMER SATISFACTION DAN REPURCHASE INTENTION

2014 ◽  
Vol 13 (2) ◽  
pp. 191-201
Author(s):  
Gunarso Wiwoho
Keyword(s):  
Statistical Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Food Quality ◽  
Descriptive Analysis ◽  
Sampling Technique ◽  
Quality Service ◽  
Repurchase Intention ◽  
Independent Variables ◽  
Intervening Variables

This study aims to examine and analyze the effect of café atmosphere, food quality, service quality on customer satisfaction and repurchase intention on consumers in the Beranda Eatery Kebumen. The purpose of this study is to analyze and explain the influence between independent variables, intervening variables and dependent variables.The population of this research is the consumer of the Beranda Eatery Kebumen. The sample in this study is 100 people. The sampling technique used was accidental sampling. The method of data collection with questionnaire. Respondents' attitudes are measured with a 4-level Likert scale and the data obtained are processed by SPSS (Statistical Product and Service Solution) analysis for Windows version 22. Data analysis uses descriptive analysis, and statistical analysis (path analysis).The results showed that there was a significant influence between café atmosphere variables on customer satisfaction, food quality had a significant effect on customer satisfaction, then service quality had a significant effect on customer satisfaction, cafe atmosphere had a significant effect on repurchase intention, food quality had no significant effect on repurchase intention, service quality has a significant effect on repurchase intention, and customer satisfaction has a significant effect on repurchase intention.

scholarly journals ANALISIS PENGARUH KUALITAS PRODUK, KUALITAS LAYANAN DAN HARGA TERHADAP KEPUASAN KONSUMEN (Studi Kasus Pada Konsumen Industry/ Toko Bakery di Kota Bengkulu)

2019 ◽  
Vol 13 (1) ◽  
pp. 71-85
Author(s):  
Herry Nofrianda
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Descriptive Analysis ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
Primary Data ◽  
Quality Service ◽  
Descriptive Research

Abstract: The objective of this research is to analyze the effect of product quality, service quality and price toward customer satisfaction on industry/ bakery shop in the Bengkulu city. This study is a descriptive research which aims to clarify the relationship or influence that exist between the variables studied. The type of data used a primary data that is collected from questionnaires. Respondents of this study is the customer industry/ bakery shop in Bengkulu city as many 2400 people were taken with the judgemental (purposive sampling) technique. The methods of data analysis used are descriptive analysis by using the mean, frequency distribution table and multiple linear regression analysis.  Based on the analysis, the result that the simultaneously product quality, service quality, and price is significantly impact on customer satisfaction industry/bakery shop in the Bengkulu city. The next in partial product quality and service quality is positively and significantly impact on customer satisfaction industry/bakery shop in the Bengkulu city, while the price is negative and significantly impact on customer satisfaction industry/ bakery shop in the Bengkulu city.Keyword: service, quality, satisfaction, bakery. 

scholarly journals MODEL PENGARUH KUALITAS PRODUK DAN KUALITAS PELAYANAN MELALUI KEPUASAN PELANGGAN DI STARBUCKS BALE KOTA TANGERANG

2021 ◽  
Vol 12 (02) ◽  
Author(s):  
Lia Amalia ◽  
Jovita Fellicia
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Product Quality ◽  
Customer Loyalty ◽  
Sampling Method ◽  
Sampling Technique ◽  
Quality Service ◽  
Dominant Position ◽  
Independent Variables

This study aims to determine the effect of product and service quality influence on customer loyalty through customer satisfaction as an intervening variable at Starbucks Bale Kota Tangerang. Independent variables consist of product quality and service quality, the dependent variable consists of customer loyalty and variables which include customer satisfaction. This research was conducted at Starbucks Bale Kota which is engaged in sales, located in Tangerang. The background behind sales research at Starbucks Bale Kota is indeed growing, but most of the sales come from new customers, not old customers or repurchases and in this study aims to see what influences the sense of customer loyalty to Starbucks Bale Kota. The authors of this study take product quality and service quality variables because these variables are in a dominant position in the Starbucks Bale Kota phenomenon. The sample used was 170 respondents with a sampling technique that is purposive sampling. The method of analysis used in this study is a non-probability sampling method with a research technique in the form of Path Analysis. The results showed that product quality and service quality had a positive and significant effect on customer satisfaction and customer loyalty. And customer satisfaction as an intervening variable is proven to have a greater influence than the direct effect.Keywords: product quality, service quality, customer satisfaction, customer loyalty

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>

scholarly journals Pengaruh Kualitas Pelayanan Customer Service Terhadap Kepuasan Nasabah Pada Bank BJB Cabang Subang

ijd-demos ◽  
2020 ◽  
Vol 1 (2) ◽  
Author(s):  
Agus Dedi Subagja ◽  
Hanifah Hanifah
Keyword(s):  
Statistical Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Service ◽  
Descriptive Analysis ◽  
Total Sample ◽  
High Level ◽  
Statistical Analysis Methods ◽  
Research Analysis

Kualitas pelayanan adalah totalitas fitur dan karakteristik produk atau jasa yang tergantung pada kemampuannya untuk memuaskan kebutuhan yang dinyatakan atau tersirat. Kepuasan pelanggan adalah tingkat perasaan seseorang setelah membandingkan kinerja (atau hasil) yang ia persepsikan dibandingkan dengan harapannya. Penelitian ini bertujuan untuk menganalisis kualitas pelayanan customer service terhadap kepuasan nasabah dan menguji pengaruh kualitas pelayanan customer service terhadap kepuasan nasabah pada Bank BJB cabang Subang. Penulis menggunakan pendekatan kuantitatif dengan metode analisis deskriptif dan analisis statistik. Populasi pada penelitian ini sebanyak 3.841, dengan jumlah sampel yang diambil sebanyak 100 orang. Sedangkan alat pengumpulan data yang digunakan adalah kuesioner. Hasil analisis penelitian menunjukkan pengaruh kualitas pelayanan customer service terhadap kepuasan nasabah pada Bank BJB cabang Subang menunjukkan tingkat hubungan yang tinggi dengan kontribusi pengaruh yaitu sebesar 64,4% dan sisanya sebesar 35,4% dipengaruhi oleh faktor lain yang tidak diteliti.Service quality is the totality of features and characteristics of a product or service that depends on its ability to satisfy stated or implied needs. Customer satisfaction is the level of one's feelings after comparing the performance (or results) he perceives compared to his expectations. This study aims to analyze the quality of customer service service to customer satisfaction and examine the influence of customer service quality on customer satisfaction at the Bank of the Subang branch BJB. The author uses a quantitative approach with descriptive analysis and statistical analysis methods. The population in this study was 5,240, with a total sample of 100 people. While the data collection tools used were questionnaires. The results of the research analysis showed the influence of customer service quality on customer satisfaction at the Bank of the Subang branch BJB showed a high level of relationship with the contribution of influence that is equal to 64.4% and the remaining 35.4% is influenced by other factors not examined.

scholarly journals Anteseden Kepuasan Pelanggan terhadap Niat Beli Ulang

Telaah Bisnis ◽  
2021 ◽  
Vol 21 (1) ◽  
pp. 31
Author(s):  
Shafira Fitri Cahyaning Ratri ◽  
Anas Hidayat
Keyword(s):  
Social Media ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Sampling Technique ◽  
Sem Analysis ◽  
Perceived Usefulness ◽  
Primary Data ◽  
Repurchase Intention ◽  
Repurchase Intentions ◽  
Program Data

This study aims to analyze the antecedents of repurchase intention on Apples smartphones. The population used in this study is the Indonesian people. While the sample taken from this study was 250 respondents. The data used in this research is primary data via google form which is distributed online through social media. The sampling technique used in this study was Convienence Sampling. The data were processed by SEM analysis using the AMOS program. Data variables used in this study consisted of variables of service quality, perceived usefulness, customer satisfaction and repurchase intention. The results of the data analysis conducted indicate that there is a positive and significant influence on service quality variables on perceived usefulness, service quality on customer satisfaction, service quality on repurchase intentions, perceived usefulness on customer satisfaction, perceived usefulness on repurchase intentions and satisfaction. customers against repurchase intentions.

scholarly journals PENGARUH KUALITAS MAKANAN, KUALITAS LAYANAN, DAN LINGKUNGAN FISIK RESTORAN TERHADAP KEPUASAN SERTA NIAT BERPERILAKU

2018 ◽  
pp. 1347
Author(s):  
Gita Ekowati Anjarsari ◽  
Ni Wayan Sri Suprapti ◽  
I Putu Gde Sukaatmadja
Keyword(s):  
High School ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Food Quality ◽  
Behavioral Intention ◽  
Physical Environment ◽  
Structural Equation ◽  
Equation Model ◽  
Quality Service ◽  
Research Show

The purpose of this study is to explain the effects of food quality, service quality, and physical environment on customer satisfaction and behavioral intention. The sample used are 150 respondents using purposive sampling who have minimal education of senior high school or equal and have been in Nanny’s Pavillon at least twice in the last six months. Data Analyzed using Structural Equation Model (SEM). The results of this study indicate the construct of food quality, service quality, and physical environment has positive and significant effects on customer satisfaction and behavioral intention. The implications on this research show that the customer of Nanny’s Pavillon chooses the food quality such as the catchy food display, variety of the menu, delicious food, also the temperature of the dish as appropriate. The advices for Nanny’s Pavillon managements are to pay more attention to the service,Therefore, the satisfaction of Nanny’s Pavillon customer can be increase so then will effects on behavioral intention in the future.

scholarly journals ANALISIS PENGARUH KUALITAS MAKANAN DAN KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN DAN DAMPAKNYA PADA BEHAVIORAL INTENTION RESTORAN TOP YAMMIE

2020 ◽  
Vol 8 (2) ◽  
pp. 18-48
Author(s):  
Priska Liliani
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Food Quality ◽  
Behavioral Intention ◽  
Quantitative Research ◽  
Total Sample ◽  
Quality Service ◽  
Analysis Method ◽  
Effect Of Food

The purpose of this research is to analyze the effect of food quality, service quality on customer satisfaction and its impact on Top Yammie's restaurant behavioral intention. The analytical method used by the authors in conducting this research is to use quantitative research with a total sample of 100 people who are respondents who are people who eat at Top Yammie restaurants. In carrying out the data collection is done by distributing questionnaires in which there are several items of statement. in this study the variables are divided into several parts including food quality (X1), service quality (X2) to customer satisfaction (Y), and behavioral intention (Z). To measure the amount of influence on these variables, the authors use the path analysis method (path analysis). From the results of the analysis it was found that there was a significant influence both partially and simultaneously on food quality variables, service quality on customer satisfaction and its impact on Top Yammie's restaurant behavioral intentions

scholarly journals Pengaruh Kualitas Makanan Dan Kewajaran Harga Terhadap Kepuasan Pelanggan Generasi Milenial Selama Masa Pandemi Covid-19

2021 ◽  
Vol 4 (1) ◽  
pp. 9
Author(s):  
Nonot Yuliantoro ◽  
Erinna Gracia ◽  
Jessica Novia
Keyword(s):  
Customer Satisfaction ◽  
Food Quality ◽  
Millennial Generation ◽  
Descriptive Analysis ◽  
Sampling Technique ◽  
Test Reliability ◽  
Survey Method ◽  
Price Fairness ◽  
Analysis Technique ◽  
Effect Of Food

<p class="Normal1" align="center"><em>Abstract</em></p><p class="Normal1"> </p><p class="Normal1"><em>The purpose of this study was to analyze and examine the effect of food quality and the fairness of the XYZ restaurant prices in Alam Sutera on the customer satisfaction of the millennial generation. This research is a quantitative study using a survey method. In this study, the population is the millennial generation who live in the Tangerang and Jakarta area with a vulnerable age of 18-38 years as customers at XYZ Alam Sutera Restaurant. The sample was taken randomly as many as 200 respondents with the online purposive sampling technique. Data collection was carried out during the COVID-19 pandemic using a Likert scale 1-5 instrument. The data analysis technique used instrument test, descriptive analysis, hypothesis testing using validity test, reliability test, determination coefficient test, T test and F test as well as multiple linear regression, classical assumption test. The data obtained were analyzed through the SPSS version 25.0 program. The results of this study indicate that food quality has a significant positive effect on customer satisfaction. A significant positive relationship also exists in price reasonableness and customer satisfaction.</em></p><p class="Normal1"><em> </em></p><p class="Normal1"><em>Keywords: Food Quality, Price Fairness, Customer Satisfaction, Millennial Generation</em>.</p>

scholarly journals EFFECT OF QUALITY SERVICE, PRICE AND STORE ATMOSPHERE ON CUSTOMER SATISFACTION (STUDY ON CANGKIR COFFEE SHOP IN SURABAYA)

2019 ◽  
Vol 3 (2) ◽  
pp. 123
Author(s):  
Faries Hizrian Effendy
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Sampling Technique ◽  
Quality Service ◽  
Coffee Shop ◽  
Positive Effects ◽  
Analysis Technique ◽  
Multiple Determination ◽  
Feasibility Test ◽  
Test Result

This is study aimed to investigate the effect of service quality, price and store atmosphere on customer satisfaction. The research object was Cangkir Coffee in Surabaya. The population of this study were customer of cangkir Coffee Surabaya. The sampling technique was incidental sampling technique; thus the samples were 100 customers who were unintentionally met at Cangkir Coffee Surabaya. Moreover, the analysis technique for this research data applied multiple regression models.The result of classic assumption test that were obtained from normality, multicollinearity and heteroscedasticity indicated that all variables did not contravene the specified condition. While, the result of feasibility test, the regression model that was utilized in this study was feasible. As the result of multiple determination coefficient, the variables of sevice quality, price, and store atmosphere were about 58.8%, indicating the customer satisfaction variable. Furthemore, the partial test result found that the service quality, price and store atmosphere variables had significant and positive effects on customer satisfaction.

scholarly journals Kualitas Pelayanan dan Fasilitas Mempengaruhi Kepuasan Konsumen di Bandar Udara Notohadi Negoro Jember

2021 ◽  
Vol 10 (1) ◽  
pp. 97-107
Author(s):  
Arif Fakhrudin
Keyword(s):  
Regression Analysis ◽  
Quantitative Analysis ◽  
Customer Satisfaction ◽  
Driving Force ◽  
Hypothesis Test ◽  
Sampling Technique ◽  
Quality Service ◽  
Test Quality ◽  
Independent Variables ◽  
Two Independent Variables

Transportation is a means that acts as a support, impetus and driving force. So thatpeople are more selective in choosing something, because people want servicesand facilities that exceed consumer expectations. This study aims to determine theeffect of service quality and facilities on customer satisfaction at Notohadi NegoroAirport, Jember. This study use two independent variables, namely the qualityservice and facility with a dependent costumer satisfaction. After a literaturereview and a hypothesis, the data for this study was collected through questionnaires with a total of 100 respondens who used the services of NotohadiNegoro Jember Airport as a research sample. The sampling technique used waspurposive sampling. The methods of data analysis used quantitative analysis,validity test, reliablity test, the multiple regression analysis, t test, f test, and test ofdetermining factor.The result of this study indicate that they are valid and reliable.In the hypothesis test, quality service and facility have a significant positive effecton customer satisfaction. The result of the test of the determining coefficient in thisstudy obtained a determining value of 0,168 which means that the amplitude of theinfluence of the variables quality service and facility on the satisfaction variable is16,8%.

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