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 PERAN NILAI PELANGGAN MEMEDIASI PENGARUH CITRA MEREK DAN KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN

2019 ◽  
Vol 8 (8) ◽  
pp. 5304
Author(s):  
Ni Wayan Dian Ratna Anggelina ◽  
Ni Made Rastini
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Customer Value ◽  
Brand Image ◽  
Significant Positive Effect ◽  
Analysis Technique ◽  
Positive Effect

The purpose of this study is to examine the role of customer value mediating the influence of brand image and service quality on customer satisfaction PT. Agung Automall Gianyar. Variables examined in this study are variable customer value, brand image, service quality and customer satisfaction. The number of samples taken was 100 respondents. The analysis technique used is path analysis using the sobel test. Based on the results of the analysis found that the brand image variable has a significant positive effect on customer value, the service quality variable has a significant positive effect on customer value, the brand image variable influences customer satisfaction, the service quality variable has a significant positive effect on customer satisfaction, the customer value variable has a significant positive effect on customer satisfaction, customer value variables have a significant positive effect on mediating brand image on customer satisfaction, customer value variables have a significant positive effect on mediating service quality to customer satisfaction. Keywords: customer value, brand image, service quality, customer satisfaction

scholarly journals Pengaruh Promosi dan Kualitas Pelayanan terhadap Kepuasan Pelanggan Grab di Kota Denpasar

Widya Amrita ◽  
2021 ◽  
Vol 1 (1) ◽  
pp. 290-302
Author(s):  
Dewa Gede Wahyu Santosa ◽  
Ida Ayu Mashyuni
Keyword(s):  
Data Analysis ◽  
Linear Regression ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Test Results ◽  
Analysis Technique ◽  
Product Service ◽  
The City

Customer satisfaction is a feeling of pleasure or satisfaction from customers that arise after using or consuming a product / service. The purpose of this study is to determine how promotion and quality influence Grab customer satisfaction in Denpasar City partially and simultaneously. This research was conducted in the city of Denpasar. The number of samples taken was 100 respondents. Data collection techniques are observation, interviews, documentation, literature and questionnaires. The data analysis technique used is multiple linear regression. The test results show that the effect of promotion and service quality on Grab service satisfaction in Denpasar City is partially and simultaneously significant.

scholarly journals Pengaruh Citra Merek dan Promosi terhadap Keputusan Pembelian Smartphone Merek Oppo pada Gerai Handphone Shop di Gianyar

Widya Amrita ◽  
2021 ◽  
Vol 1 (1) ◽  
pp. 349-361
Author(s):  
Ni Nyoman Galuh Gita Darma ◽  
Putu Sri Hartati
Keyword(s):  
Data Analysis ◽  
Linear Regression ◽  
Multiple Linear Regression ◽  
Brand Image ◽  
Significant Positive Effect ◽  
Purchasing Decisions ◽  
Data Analysis Technique ◽  
Analysis Technique ◽  
Positive Effect

The smartphone is a technology that develops rapidly from year to year. Several factors that can influence consumer purchasing decisions are brand image and promotion. The purpose of this study was to determine how the influence of brand image and promotion on purchasing decisions. The sample used in this study were 95 consumers of the Oppo brand smartphone at the Mobile Shop Outlet in Gianyar. The data analysis technique used in this study is Multiple Linear Regression. Based on the results of the study, it can be seen that: (1) brand image has a significant positive effect on purchasing decisions, (2) promotion has a significant positive effect on purchasing decisions, and (3) simultaneously brand image and promotion has a significant effect on purchasing decisions.

scholarly journals Pengaruh Service Quality dan CRM (Customer Relationship Marketing) terhadap Kepuasan Nasabah pada LPD Desa Pakraman Peraupan, Denpasar Utara

Widya Amrita ◽  
2021 ◽  
Vol 1 (1) ◽  
pp. 77-85
Author(s):  
Ni Putu Novia Arista Dewi ◽  
Putu Sri Hartati ◽  
Gusti Alit Suputra
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Relationship ◽  
Significant Positive Effect ◽  
Customer Complaints ◽  
Customer Relationship Marketing ◽  
Analysis Technique ◽  
The Face ◽  
Positive Effect

In the face of intense competition between financial institutions in the Pakraman Peraupan Village LPD, it is demanded to be able to satisfy its customers by providing good service so as to satisfy customers. The purpose of this study was to determine the effect of service quality and customer relationship management (CRM) on customer satisfaction partially and simultaneously. The sample in this study were 96 respondents from Pakraman Peraupan Village LPD customers with multiple linear regression as the analysis technique used. Based on the research results it can be seen that (1) service quality has a significant positive effect on customer satisfaction, (2) CRM has a significant positive effect on customer satisfaction, and (3) simultaneously service quality and CRM have a significant effect on customer satisfaction. Suggestions that can be given in this research are the LPD Pakraman Peraupan Village, North Denpasar, which is expected to be faster and more responsive in resolving customer complaints, providing training for employees who are still lacking in providing services and providing maximum quality of service and CRM.

scholarly journals PENGARUH LEADER MEMBER EXCHANGE, DAN KELELAHAN EMOSIONAL TERHADAP TURNOVER INTENTION PADA KARYAWAN PERTOKOAN DALUNG PERMAI

2019 ◽  
Vol 8 (12) ◽  
pp. 6791
Author(s):  
Agung Wachid Kurniawan ◽  
Made Surya Putra
Keyword(s):  
Linear Regression ◽  
Data Collection ◽  
Multiple Linear Regression ◽  
Turnover Intention ◽  
Census Data ◽  
Leader Member Exchange ◽  
Significant Positive Effect ◽  
Analysis Technique ◽  
Member Exchange ◽  
Positive Effect

The purpose of this study was to determine the effect of leader member exchange, and emotional fatigue on turnover intention on employees. This research was conducted in the shop of Dalung Permai. The number of samples is 89 employees, using the method of saturated samples or census. Data collection is done through interviews and questionnaires. The analysis technique used is multiple linear regression. Based on the results of the analysis it was found that LMX partially had a significant effect on turnover intention, this indicates that the higher the LMX value the lower the turnover intention. Emotional fatigue partially has a significant effect on turnover intention, this shows the higher the employee's emotional fatigue the higher the turnover of his intention. This study shows a negative and significant effect of LMX on turnover intention, and a significant positive effect of emotional fatigue on turnover intention. Keywords: Leader member exchange, emotional fatigue, turnover intention.

scholarly journals PENGARUH KUALITAS PELAYANAN, HARGA DAN LOKASI TERHADAP KEPUASAN KONSUMEN (Studi Kasus Pada Milala Service Station Medan)

2020 ◽  
pp. 141-150
Author(s):  
Yessi Yospita Barus ◽  
Ria Veronica Sinaga ◽  
Roslinda Sagala
Keyword(s):  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Sampling Technique ◽  
Total Sample ◽  
Service Users ◽  
Service Station ◽  
Analysis Technique ◽  
Influential Variable

This study aims to determine whether there is an influence between service quality, price and location on customer satisfaction either partially or simultaneously on Milala Service Station Medan. The population of this research is the service users of Milala Service Station during the study period with a total sample of 82 respondents with purposive sampling technique. Data collection method with a questionnaire. Data analysis technique used is multiple linear regression. The multiple linear regression equation obtained from the test results is Y = -0,636 + 0,145X1 + 0,224X2 + 0,236X3 + ei, meaning that simultaneous service quality, price and location have a positive and significant effect on customer satisfaction of users of MilalaService Station Medan services. However, location variable is the most influential variable on customer satisfaction of service users of Medan Milala Service Station. With a regression coefficient of 0.236 or 23.6%, this means that Milala Medan Service Station should maintain its existing location. R square of 0.401, meaning that variations in customer satisfaction can be explained by variations in service quality, price and location by 40.1% and the remaining 59.9% can be explained by other variables not explained in this study. From the results of research and discussion, Medan Milala Service Station should further develop and maintain indicators of service quality, price and location available at Medan Milala Service Station, so that employees can further enhance customer satisfaction.

scholarly journals Pengaruh Kualitas Pelayanan terhadap Kepuasan Pelanggan Grab di Kota Palembang

2020 ◽  
Vol 1 (2) ◽  
pp. 46-55
Author(s):  
Nadia Afrilliana
Keyword(s):  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Sampling Technique ◽  
Problem Formulation ◽  
Primary Data ◽  
Coefficient Of Determination ◽  
Analysis Technique ◽  
Questionnaire Method

Tujuan dari penelitian ini untuk mengetahui rumusan masalah adakah pengaruh kualitas pelayanan terhadap kepuasan pelanggan Grab di Kota Palembang. Jenis penelitian yang digunakan adalah penelitian Asosiatif yaitu untuk mengetahui pengaruh kualitas pelayanan terhadap kepuasan pelanggan Grab di Kota Palembang. Variabel yang digunakan adalah Tangible, Reliability, Responsiveness, Assurance dan Empathy. Sampel dalam penelitian ini adalah sebanyak 68 responden, dengan teknik pengambilan sampel Purvosive Sampling. Data yang digunakan dalam penelitian ini adalah data primer, dengan menggunakan metode kuesioner. Teknik analisis yang digunakan adalah regresi linier berganda yang didapat Y =. 3,725+ 0,130 X1 + 0,255 X2 + 0,082 X3 + 0,273 X4 - 0,088 X5+e Secara simultan (Uji F) ada pengaruh yang signifikan tangible, reliability, responsiveness, assurance dan empathy terhadap kepuasan pelanggan Grab di Kota Palembang. Secara parsial (Uji t) variabel tangible thitung (2,609) ≥ ttabel (1,666), variabel reliability thitung (3,454) ≥ ttabel (1,666), variabel responsiveness thitung (1,176) ≤ ttabel (1,666), variabel assurance nilai thitung (3,235) ≥ ttabel (1,666), dan variabel empathy thitung (-0.985) ≤ ttabel (1,666), Koefisien Determinasi R2 sebesar 0,663 angka tersebut menggambarkan bahwa kepuasan pelanggan dapat dipengaruhi oleh kualitas pelayanan sebesar 66,3% sedangkan sisanya 0,337 atau 33,7% dijelaskan oleh variabel lain yang tidak termasuk dalam penelitian ini. The purpose of this study was to determine the problem formulation whether the effect of service quality on Grab customer satisfaction in Palembang City. This type of research is associative research, which is to determine the effect of service quality on Grab customer satisfaction in Palembang City. The variables used are Tangible, Reliability, Responsiveness, Assurance and Empathy. The sample in this study were 68 respondents, with purposive sampling technique as a sample. The data used in this study are primary data, using a questionnaire method. The analysis technique used is multiple linear regression obtained Y =. 3,725+ 0.130 X1 + 0.255 X2 + 0.082 X3 + 0.273 X4 - 0.088 X5 + e Simultaneously (F test) there is a significant effect of tangible, reliability, responsiveness, assurance and empathy on Grab customer satisfaction in Palembang City. Partially (t test) tangible variable t count (2.609) ≥ttable (1.666), variable reliability tcount (3.454) ≥ttable (1.666), variable responsiveness tcount (1.176) ≤ttable (1.666), assurance variable tcount (3,235) ≥ t table (1.666), and the empathy variable tcount (-0.985) ≤ttable (1.666), the coefficient of determination R2 of 0.663 this figure illustrates that customer satisfaction can be influenced by service quality by 66.3% while the remaining 0.337 or 33.7% is explained by other variables not included in this study.

scholarly journals Pengaruh Kemampuan Teknik Personal dan Keterlibatan Pemakai pada Efektivitas Penggunaan SIA dengan Pelatihan sebagai Variabel Pemoderasi

2020 ◽  
Vol 30 (8) ◽  
pp. 2053
Author(s):  
Ivana Elvaretta Indrianto ◽  
I Dewa Gede Dharma Suputra
Keyword(s):  
Linear Regression ◽  
Data Collection ◽  
Multiple Linear Regression ◽  
Sampling Method ◽  
User Involvement ◽  
Significant Positive Effect ◽  
Technical Ability ◽  
Analysis Technique ◽  
Effective Use ◽  
Positive Effect

This study was conducted to obtain empirical evidence about the influence of personal technical ability and user involvement on the effectiveness of using SIA with training as a moderator at the KSU in West Denpasar City. This research was conducted at 24 KSU in West Denpasar City. The sample of this study were 72 respondents with a purposive sampling method. Data collection is done by distributing questionnaires. The analysis technique used is multiple linear regression. The results of this study indicate that the ability of personal techniques has a significant positive effect on the effectiveness of the use of SIA. User involvement significantly positive effect on the effectiveness of the use of SIA. Training strengthens the influence of personal technical abilities and user involvement on the effective use of SIA. Keywords: Personal Technical Ability; User Involvement; Effectiveness of SIA Use.

scholarly journals Pengaruh Kualitas Pelayanan Dan Kepuasan Pelanggan Terhadap Keinginan Berbelanja Pada Coco Mart Tabanan

2020 ◽  
Vol 2 (1) ◽  
pp. 46-58
Author(s):  
Ni Wayan Ari Sudiartini ◽  
Ni Ketut Murdani ◽  
Ni Kadek Candra Dewi
Keyword(s):  
Regression Analysis ◽  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Test Results ◽  
Positive Effect

This research aims to find out how the influence of service quality and customer satisfaction to desire to shop at Coco Mart Tabanan. The data used in this research is quantitative data and then processed using multiple linear regression analysis. Population in this research were consumers who made purchases in Coco Mart Tabanan, with a sample of 60 people.Test results of multiple linear regression analysis obtained equation Y = - 0,465 + 0,236X1+ 0,289X2,  which means the quality of service variables (X1) and customer satisfaction (X2) have a significant positive effect on the desire to shop (Y). The correlation test results show that the correlation coefficient of = 0,889 lies between 0,80-1,00 which means that the effect between service quality  (X1) and customer satisfaction (X2) with shopping desire (Y) is very strong. Determination test results, adjusted amount of R2 is 0,790 this means the influence of service quality and customer satisfaction to the desire to shop for 79,0% while the remaining 21,0% influenced by other factors not examined. The results of the f test and t test show that the hypothesis which reads “ there is a significant influence between service quality (X1) and customer satisfaction (X2) on shopping desire (Y) “ can be received by testing significant level 0,000 is smaller than 0,05. 

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