scholarly journals Pengaruh Kualitas Pelayanan terhadap Kepuasan Pelanggan Indihome Fiber pada PT.Telkom Kota Palangka Raya Provinsi Kalimantan Tengah

2017 ◽  
Vol 4 (1) ◽  
pp. 21-25
Author(s):  
Muhamad Yusuf ◽  
Silvia Nika
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Sampling Technique ◽  
Positive Influence ◽  
Process Data ◽  
Central Kalimantan ◽  
Analysis Techniques ◽  
Analysis Technique ◽  
Random Samples ◽  
The City

The purpose of this study was to determine how much influence the Service Quality on Indihome Fiber Customer Satisfaction At PT Telkom Telangka Raya Province of Central Kalimantan. The method used in this study is a quantitative method. Data collection techniques using questionnaires (questionnaires), the number of samples in this study were 332 Indihome fiber customers in the City of Palangka Raya. The sampling technique is using Random Sampling techniques or random samples and the analysis technique used to process data is by-product moment correlation analysis techniques. The results of the analysis using Product Moment obtained a Rxy value of 0.984. This value is compared with the table value about the interpretation included in the very strong category. This value is between 0.80-1,000, this shows that Service Quality has a real and positive influence on Indihome Fiber Customer Satisfaction at PT Telkom Telangka Raya City of Central Kalimantan Province.

scholarly journals Pengaruh Harga, Kualitas Pelayanan dan Lokasi pada Laguna Family Karaoke di Sungai Penuh

2020 ◽  
Vol 5 (1) ◽  
pp. 95
Author(s):  
Edia Satria
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Quantitative Research ◽  
Research Result ◽  
Sampling Technique ◽  
Positive Influence ◽  
Analysis Technique ◽  
Questionnaire Validity ◽  
Result Show ◽  
Regression Tests

This research was conducted to find out (1) The effect of Prices on Customer Satisfaction at Laguna Family Karaoke In Sungai Penuh. (2) The influence of Service Quality on Customer Satisfaction at Laguna Family Karaoke In Sungai Penuh. (3) The influence on customer Satisfaction at Laguna Family Karaoke In Sungai Penuh. (4) The influence of Price, Service Quality and Location simultaneously on Customer Satisfaction at Laguna Family Karaoke In Sungai Penuh. This research is quantitative research. The population in this research is consumers at Laguna Family Karaoke in 2019. The sampling technique used in this research was accidental sampling. The sample in this research was 80 consumers in Laguna Family Karaoke. Data collection techniques using a questionnaire. Validity test using value corrected item total correlation. Reliability test using alpha cronbach. Data analysis technique use multiple linear regression tests. Research result show that : (1) there is a positive influence between price and customer satisfaction at Laguna Family Karaoke In Sungai penuh this is proven from t hitung > dari t tabel which one 7,456 >  2,021 and significant 0,000 < 0,05. (2) There is no positive influence between service quality on customer satisfaction at Laguna Family Karaoke In Sungai Penuh this is proven from t hitung< dari t tabel which one -0,918 <2,021 and significant 0,363 > 0,05. (3) there is a positive influence between location and customer satisfaction at Laguna Family Karaoke In Sungai Penuh this is proven from t hitung < dari t tabel which one -2,371 > 2,021 and significant 0,020 < 0,05. (4) there is a positive influence between prices, service quality and location to customer satisfaction at Laguna Family Karaoke In Sungai Penuh this is proven from oleh fhitung  > ftabel that is 24,686> 2,58  dan signifikan 0,000 < 0,05.

scholarly journals PERAN KEPUASAN PELANGGAN?MEMEDIASI?PENGARUH KUALITAS PELAYANAN?TERHADAP?LOYALITAS PELANGGAN PULL&BEAR KUTA – BALI

2019 ◽  
Vol 8 (6) ◽  
pp. 3987
Author(s):  
I Gusti Nyoman Wiradarma ◽  
I Gusti Agung Ketut Gede Suasana
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Sampling Technique ◽  
Positive Influence ◽  
Minimum Level ◽  
The Past ◽  
Analysis Technique ◽  
Customer Satisfaction And Loyalty

This study aims to determine the effect of service quality on customer loyalty through customer satisfaction as a mediator. Respondents in this study were customers with a minimum level of education at least high school / equivalent who had conducted transactions at Pull & Bear Kuta - Bali more than once in the past year. The research sample was determined by 105 respondents using a sampling technique that is purposive sampling technique. The analysis technique used in this study is path analysis with classical assumption and Sobel test. The results of this study indicate that service quality has a positive and significant effect on customer satisfaction and loyalty, customer satisfaction has a positive influence on customer loyalty, and customer satisfaction is positively and significantly mediates the effect of service quality on customer loyalty. These results confirm that the company is expected to pay attention to the quality of service to improve customer satisfaction so as to create a sense of customer loyalty. Keyword: service quality, customer satisfaction, customer loyalty  

scholarly journals ANALISIS PENGARUH KUALITAS PELAYANAN PADA LOYALITAS PELANGGAN DENGAN KEPUASAN PELANGGAN SEBAGAI VARIABEL MEDIASI

2021 ◽  
Vol 18 (1) ◽  
pp. 15-28
Author(s):  
Wahyu Rusdiyanto ◽  
Sri Suranti
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Random Sampling ◽  
Sampling Technique ◽  
Positive Influence ◽  
Primary Data ◽  
Business World ◽  
Excellent Service ◽  
The City

Abstrak: Analisis Pengaruh Kualitas Pelayanan pada Loyalitas Pelanggan dengan Kepuasan Pelanggan debagai Variabel Mediasi. Kualitas pelayanan dalam dunia bisnis menjadi perhatian utama agar pelanggan merasa puas dan menjadi loyal. Studi ini bertujuan untuk menganalisis bagaimana kualitas pelayanan, dan kepuasan pelanggan memberikan pengaruh pada loyalitas pelanggan. Studi ini dilakukan di Kota Surakarta dengan menggunakan data primer yang dikumpulkan dengan kuesioner. Metode yang digunakan adalah penelitian eksplanatori dengan pendekatan kuantitatif. Jumlah responden penelitian yaitu  245 orang yang ditentukan menggunakan teknik random sampling. Uji hipotesis dilakukan dengan analisis regresi pada perangkat lunak SPSS. Uji mediasi menggunakan metode Barond and Kenny. Hasil analisis data menemukan bahwa (1) kualitas pelayanan mempunyai pengaruh yang positif pada kepuasan pelanggan, (2) kepuasan pelanggan mempunyai pengaruh yang positif pada loyalitas pelanggan, (3) kepuasan pelanggan menjadi mediator pengaruh kualitas pelayanan pada loyalitas pelanggan Kata kunci: analisis pengaruh, kualitas pelayanan, loyalitas pelanggan, kepuasan pelanggan, pelayanan prima Abstract: Analysis of Effect of Service Quality on Customer Loyalty with Customer Satisfaction as a Mediation Variables. Service quality in the business world is a major concern so that customers feel satisfied and become loyal. This study aims to analyze how service quality and customer satisfaction influence customer loyalty. This study was conducted in the city of Surakarta, primary data collected by a questionnaire. The method used is explanatory research with a quantitative approach. The number of research respondents was 245 who were determined using random sampling technique. Hypothesis testing is carried out by means of regression analysis on SPSS software. The mediation test uses the Barond and Kenny method. The results of data analysis found that (1) service quality has a positive influence on customer satisfaction, (2) customer satisfaction has a positive influence on customer loyalty, (3) customer satisfaction becomes a mediator of the effect of service quality on customer loyalty. Keywords: analysis of effect, service quality, customer loyalty, customer satisfaction, excellent service

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 ANALISIS KUALITAS PELAYANAN DENGAN MENGGUNAKAN METODE FUZZY-SERVQUAL PADA KANTOR POS PUSAT KOTA PADANG

Jurnal Ecogen ◽  
2019 ◽  
Vol 2 (1) ◽  
pp. 18
Author(s):  
Widia Afriyuni ◽  
Rahmiati Rahmiati ◽  
Muthia Roza Linda
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Sampling Technique ◽  
Total Sample ◽  
Primary Data ◽  
Post Office ◽  
City Center ◽  
A Value ◽  
Analysis Technique

This study aims to analyze: (1) The level of customer satisfaction with the quality provided by the Padang City Center Post Office (2) Service attributes that need to be improved in service quality at the Padang City Center Post Office so as to improve customer satisfaction (3) Quality dimensions services that have the greatest influence on customer satisfaction at the Padang City Center Post Office. The population of this research is the Post Office customers with unknown number of respondents. The sampling technique of this study was accidental sampling technique with a total sample of 100 people. The data used is primary data. The data analysis technique uses the fuzzy-servqual method using Microsoft Excel software. The results showed that: (1) The level of consumer satisfaction is low because the overall servqual (gap) value is negative, namely -0.75 (2) There are 17 attributes that need to be improved from the 22 attributes that are tested to improve the quality of service at the Post Office Padang City Center (3) Dimensions of service quality with the biggest gap is the dimension of responsiveness with a value of -1.32.Keywords: Service Quality, fuzzy-servqual, customer satisfaction

scholarly journals Pengaruh Kualitas Produk, Harga Dan Kualitas Pelayanan Terhadap Kepuasan Konsumen Kedai Warsu Coffe Cafe

2019 ◽  
Vol 15 (2) ◽  
pp. 250
Author(s):  
Risatul Umami ◽  
As'at Rizal ◽  
Sumartik Sumartik
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Sampling Technique ◽  
Product Price ◽  
Descriptive Research ◽  
Good Product ◽  
Analysis Technique ◽  
Dominant Influence ◽  
Good Product Quality

This research finds out the effect of product, price and service quality toward customer satisfaction both partially and simultaneously at Warsu Coffe Cafe. It is descriptive research with a quantitative method. The data were collected using questionnaires and documentation. The populations were the consumers who visited and bought a product in Warsu Coffe Cafe. The samples were 87 respondents that were chosen by using nonprobability sampling technique with incidental sampling type. The analysis technique used multiple linear regression. The result showed that both partially and simultaneously, the product, price, and service quality affect customer satisfaction. The most dominant influence is product quality on customer satisfaction, it shows that the Warsu Coffee Cafe has good product quality.

scholarly journals KUALITAS PRODUK DAN KUALITAS PELANAN SEBAGAI ANTASEDEN KEPUASAN PELANGGAN DALAM MEMBENTUK LOYALITAS PELANGGAN (Studi Pada Pelanggan Waroeng Spesial Sambal “SS” Cabang Veteran Yogyakarta)

2020 ◽  
Vol 9 (1) ◽  
pp. 14
Author(s):  
Alo Rahmawati Mulyana ◽  
Hendro Setyono
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Customer Loyalty ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
Primary Data ◽  
Customer's Loyalty ◽  
The City

 The aim of study is to  analyze about effect  product  quality  and  service  quality  on customer’s satisfaction to build customer’s loyalty at Waroeng Spesial Sambal “SS” in the branch of Veteran Yogyakarta. Population in this study are all consumers who make  purchases at Waroeng Spesial Sambal “SS” the branch in the  branch of Veteran Yogyakarta. While the sample  in  this  study  is a portion of consumers who have  made  purchases at least twice in the past year. The sampling technique uses purposive sampling. The data  used in this study is primary data. The number  of studies  in  this  study were  sixty  samples  in  the  city of Yogyakarta which  were processed  using  multiple linear regression  analysis  and mediation analysis  using SPSS 20 for windows. The results of the analysis in this study are: product quality dosen’t have a significant effect on customer satisfaction,  service quality has a significant effect on customer satisfaction, customer satisfaction doesn’t have a significant effect on customer loyalty, product quality  dosen’t  have a significant  effect on  customer loyalty and service quality has a significant effect on customer loyalty of the two independentvariables dosen’t indicate a mediating  relationship  with  customer  satisfaction as a mediator variable.

scholarly journals PENGARUH KUALITAS PELAYANAN, KUALITAS PRODUK DAN CITRA BANK TERHADAP KEPUASAN NASABAH ERA COVID 19 (STUDI KASUS DI PT. BANK MANDIRI KANTOR CABANG PALEMBANG)

2021 ◽  
Vol 2 (2) ◽  
pp. 201-210
Author(s):  
Rora Rosmaya Sari ◽  
Luis Marnisah ◽  
Fakhry Zamzam
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Banking System ◽  
Sampling Technique ◽  
Corporate Image ◽  
Analysis Technique ◽  
Quality Product ◽  
Improve Service Quality

This study aims to analyze the effect of service quality, product quality and bank image on customer satisfaction. The population in this study were customers at PT. Bank Mandiri Palembang Branch Offices totaling 174,363 people. Determination of the sample using the Slovin formula, in order to obtain a sample of 100 people with incidental sampling technique. The analysis technique uses multiple linear regression with hypothesis testing using the t test and the F test. The results show that partially the variables of service quality and bank image have a significant and significant effect on customer satisfaction at Bank Mandiri. Meanwhile, the variable of product quality has an effect and is not significant towards the customer satisfaction of Bank Mandiri. Together, the variable service quality, product quality, and image of the bank simultaneously have an effect and are significant on customer satisfaction at Bank Mandiri. It is hoped that Bank Mandiri will further improve service quality, such as maintaining the banking system so that it always runs well, providing good and appropriate solutions, and maintaining a high corporate image as a customer image.

scholarly journals PENGARUH KUALITAS PELAYANAN, CITRA MEREK DAN KEPUASAN PELANGGAN TERHADAP LOYALITAS PELANGGAN LOGISTIK PADA PT. TIKI JALUR NUGRAHA EKAKURIR (JNE) DI KOTA GRESIK

MANAJERIAL ◽  
2018 ◽  
Vol 4 (2) ◽  
pp. 41
Author(s):  
RETNO AYU MULFI
Keyword(s):  
Linear Regression ◽  
Customer Satisfaction ◽  
Literature Review ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Customer Loyalty ◽  
Brand Image ◽  
Sampling Technique ◽  
The City

This study aims to examine the effect of Service Quality, Brand Image and Customer Satisfaction on Logistics Customer Loyalty at PT. Tiki Track Nugraha Ekakurir (JNE) in the City of Gresik. Then a literature review and the preparation of hypotheses were carried out, data were also obtained from questionnaires on 96 Gresik people who had used PT. Tiki Nugraha Ekakurir Line (JNE) using nonprobability sampling technique. Testing is done using multiple linear regression. The results of the analysis show that service quality significantly affects customer loyalty, brand image significantly influences customer loyalty and customer satisfaction significantly influences customer loyalty.

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.

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