scholarly journals Analisis Kompetensi Kepemimpinan dan Budaya Organisasi Terhadap Kepuasan Pelanggan Melalui Perilaku Responsif (Studi pada PT Garuda Indonesia Kantor Cabang Surabaya)

2016 ◽  
Vol 1 (1) ◽  
pp. 11-28
Author(s):  
Yunia Insanatul Karimah

The purpose of this research is to find out the influence of leadership competencyand organization culture to customer satisfaction either directly or indirectly throughresponsive behavior employees. This research has three variables namely independentvariables (leadership competency and organizational culture), mediating variable (responsivebehavior) and dependent variable (customer satisfaction). The population in thisresearch are frontliners and customer of PT Garuda Indonesia Surabaya Branch Office.The technique of data collection is the census method. Data are gathered by questionnairesgiven to 42 frontliners and customers of PT Garuda Indonesia Surabaya BranchOffice. This research used quantitative approach with multiple regression analysis. Theresult shows that leadership competency, organizational culture and frontliner responsivebehavior have significantly influence to customer satisfaction. Responsive behavior doesnot mediate the influence of leadership competency and organizational culture to customersatisfaction.

2021 ◽  
Vol 2 (2) ◽  
pp. 114-122
Author(s):  
Bunga Vabiola Ghantynireta ◽  
Inayatillah Inayatillah ◽  
Evriyenni Evriyenni

This study aims to determine the effect of service quality and trust on customer satisfaction at Bank Rakyat Indonesia Syariah Darussalam branch, Banda Aceh.  This study uses a quantitative approach using multiple regression analysis.  The sampling technique in this study was random sampling.  Data collection techniques in this study by distributing questionnaires to 100 respondents.  The results of this study indicate; (1) the service quality variable has no effect on customer satisfaction, (2) the trust variable has a positive and significant effect on customer satisfaction, and (3) together service quality and trust have an effect on customer satisfaction


2018 ◽  
Vol 4 (2) ◽  
pp. 95-105
Author(s):  
As’at Rizal ◽  
Alshaf Pebrianggara ◽  
Achmad Ansori

The purpose of this study was to determine the factors that influence the performance of employees at PT. Introduce Results Overlay which includes Organizational Commitment (X1) Organizational Culture (X2) and Work Motivation (X3). This study uses a quantitative method sample 60 employees at PT. Deliver Overlay Results as respondents. Data collection is done using questionnaires. The data were analyzed using statistical , namely by using multiple regression analysis, the processing of which was carried out with the SPSS version 25.0 program. 1) The results of the analysis prove that the Organizational Commitment, Organizational Culture and Motivation variables simultaneously affect the performance of employees at PT. Deliver Results Overlays. 2) The results of the analysis prove that Organizational Commitment and Motivation have a partial effect on Employee Performance, while Organizational Culture has no partial effect on Employee Performance. 3) Result prove that between Organizational Commitment, Organizational Culture and Motivation, Motivation variables have the most significant influence on Employee Performance at PT. Deliver Results Overlays.


Author(s):  
Sayf El-Haq Arriva As-Sunayniy

The purpose of this research is to determine the effect of the leadership, and organizational culture on the employee performance. This is an associative explanatory research with multiple regression analysis method used. Total numbers of samples of this research is 40 people, which their data collection are taken using questionnaires. Research shows that simultaneously leadership, and organizational culture had a positive and significant effect on the employee performance. While partially, only organizational culture is affecting positively and significantly to the employee performance.


2018 ◽  
Vol 1 (2) ◽  
Author(s):  
Eeng Ahman ◽  
Sela Nur Syamsiah

ABSTRACTIn the temporary observation the performance of employees in BPR was still low, less activities of service. As for example the credit administration did not only perform their own duties but also did the transfer, and there were still employees who came late and, there were employees who did not finish the job on time, some employees still looked relaxed in doing the job. So it could be concluded that the performance of employees in PD. BPR was still low. The purpose of this study was to find out and analyze the influence of compensation and organizational culture on employees' performance in PD. BPR Kuningan.This research used a quantitative approach and survey method. The sampling technique used was saturated sampling. Sample and population was employees in PD. BPR Kuningan, amounting to 89 people. Data collection used questionnaires. The validity test and reliability test of data collection were carried out, the results of instrument test stated that the instruments used in this study were valid and reliable. Multiple regression analysis was used to find out to what extent of influence among variables.The result of this research showed that: (1) both compensation and organizational culture had positive and significant effect on employee performance, (2) compensation had positive and significant effect on employee performance, (3) organizational culture had positive and significant effect to employees� performance.Compensation and organizational culture needed to be improved and maintained on the performance of employees so that the tasks and objectives of the agency could be achieved in accordance with expectations and achieve satisfactory results.�Keywords: Compensation, Organizational Culture, and Employees� Performance�ABSTRAKPada pengamatan sementara kinerja pegawai yang terjadi di BPR masih rendah dilihat, kurang berjalanya pelayanan. Seperti misalnya bagian administrasi kredit selain melakukan tugasnya sendiri juga merangkap bagian transfer, dan masih adanya pegawai yang datang terlambat serta, masih adanya pegawai yang dalam menyelesaikan pekerjaannya tidak tepat waktu, pegawai masih terlihat santai dalam mengerjakan pekerjaanya. Sehingga dapat disimpulkan bahwa kinerja pegawai pada PD. BPR masih rendah. Tujuan penelitian ini adalah untuk mengetahui dan menganalisis pengaruh kompensasi dan budaya organisasi terhadap kinerja pegawai pada PD. BPR Kuningan.Penelitian ini menggunakan pendekatan kuantitatif dan metode survey. Teknik sampling yang digunakan adalah sampling jenuh. Sampel dan populasi yaitu pegawai pada PD. BPR Kuningan yang berjumlah 89 orang. Pengumpulan data menggunakan kuesioner yang kemudian di uji validitas dan realibilitasnya, hasil uji intrumen menyatakan bahwa hasil intrumen yang digunakan dalam penelitian ini valid dan reliabel. Untuk mengetahui sejauh mana pengaruh antar variabel menggunakan analisis regresi berganda.Hasil penelitian menunjukan bahwa : (1) kompensasi dan budaya organisasi berpengaruh positif dan signifikan terhadap kinerja pegawai, (2) kompensasi berpengaruh positif dan signifikan terhadap kinerja pegawai, (3) budaya organisasi berpengaruh positif dan signifikan terhadap kinerja pegawai.Kompensasi dan budaya organisasi perlu ditingkatkan dan dipertahankan atas kinerja pegawainya agar tugas dan tujuan instansi tersebut dapat dicapai sesuai dengan harapan dan mencapai hasil yang memuaskan.�Kata kunci: Kompensasi, Budaya Organisasi, dan Kinerja Pegawai.


2020 ◽  
Vol 1 (3) ◽  
pp. 253-260
Author(s):  
Sulfianti Sulfianti ◽  
Rahmat Mubaraq ◽  
Harifuddin Thahir

This  study  aims  to  find and  analyze:  (1)  Significant  influence  of  image  and  store  atmosphere variable  to  customer  satisfaction  RM  Radja  Penyet  Mas  Fais  Cab.  Ahmad  yani  Palu,  (2)  The significant effect of image variable on customer satisfaction RM Radja Penyet Mas Fais Cab. Ahmad yani  Palu,  (3)  Significant  influence of  store atmosphere  variable to  customer  satisfaction  RM  Radja Penyet Mas Fais Cab. Ahmad yani Palu.The type of research used is causality (shows the relationship between variables). The populations that become the object in this study are the customers RM Radja penyet Mas Fais Cab.Ahmad Yani that can not be determined and unclear. Sampling technique in this study using purposive sampling, with the number of samples of 100 respondents. Data collection using questionnaires that have been tested for validity and reliability. The method of analysis using multiple regression  analysis.  The  results  showed  (1)  image  and store  significant  atmosphere  to  customer satisfaction  in  RM  Radja Penyet  Mas  Fais  Cab.  Ahmad  Yani  Palu,  (2)  Citra  angry  significant  to customer satisfaction in RM Radja Penyet Mas Fais Cab. Ahmad Yani Palu, (3) Storing a significant response to customer satisfaction at RM Radja Penyet Mas Fais Cab. Ahmad Yani Palu. Penelitian  ini  bertujuan  untuk mengetahui  dan  menganalisa:  (1) Pengaruh  signifikan variabel  citra  dan  suasana  simpan  terhadap  kepuasan  pelanggan  RM  Radja  Penyet  Mas  Fais Cab.  Ahmad  yani Palu,  (2)  Pengaruh  signifikan  variabel  citra  terhadap  kepuasan pelanggan RM Radja Penyet Mas Fais Cab. Ahmad yani Palu, (3) Pengaruh signifikan variabel suasana toko terhadap kepuasan pelanggan RM Radja Penyet Mas Fais Cab. Ahmad yani Palu. Jenis penelitian yang digunakan adalah kausalitas (menunjukkan hubungan antarvariabel). Populasi yang menjadi  obyek dalam  penelitian  ini  adalah para  pelanggan  RM  Radja  penyet  Mas  Fais Cab.Ahmad Yani yang tidak dapat ditentukan dan tidak jelas. Teknik penarikan sampel dalam penelitian  ini  menggunakan purposive  sampling,  dengan  jumlah  sampel  sebanyak  100 responden.  Pengambilan  data  menggunakan  kuesioner  yang  telah  diuji  validitas  dan reliabilitasnya.  Metode  analisis  menggunakan analisis  regresi  berganda.  Hasil  penelitian menunjukkan  (1)  Citra dan  toko  suasana  signifikan  terhadap  kepuasan  pelanggan  di  RM Radja Penyet Mas Fais Cab. Ahmad Yani Palu, (2) Citra marah signifikan terhadap kepuasan pelanggan  di  RM  Radja  Penyet  Mas  Fais  Cab. Ahmad  Yani  Palu,  (3)  Menyimpan  suasana tanggap signifikan terhadap kepuasan pelanggan di RM Radja Penyet Mas Fais Cab. Ahmad Yani Palu.


2020 ◽  
Author(s):  
Ha Nam Khanh Giao

The paper examines relation between Vietnam Airline Domestic service quality and customer satisfaction by gathering opinions from 402 passengers employing Skytrax scale with some modification along with Cronbach’s alpha, EFA and multiple regression analysis. Results show that Vietnam Airline Domestic service quality can be measured by the following six determinants in order of decreasing importance: (1) boarding/deplaning/baggage; (2) check in; (3) in-flight services; (4) reservation; (5) aircraft; and (6) flight crew. All of them are directly proportional effect to customer satisfaction. The paper also offers some suggestions to improve the service quality thereby enhancing the customer satisfaction.


2017 ◽  
Vol 2 (3) ◽  
pp. 391-400
Author(s):  
Rianto Nurcahyo ◽  
Dennis Andry ◽  
Kevin Kevin

The purpose of this study is to identify and understand the factors that can influence the intention to purchase through trust, price, and service quality on consumers Bhinneka.com. This research uses quantitative approach by distributing questionnaires to 100 respondents Bhinneka.com. Data analysis method used in this research is simple and multiple regression analysis. The result shows that the three variables used have a positive influence on intention to purchase variable. The most dominant variables in explaining the variation of intention to purchase are service quality variable of 35.5%, the price of 17.2%, and trust of 24.6%. Keywords: service quality, price, trust, intention to purchase


Author(s):  
Putri Azizi ◽  
Ai Elis Karlinda ◽  
Mardhatila Fitri Sopali

This study aims to determine how much influence Organizational Culture, Career Development, and Self Efficacy have on Employee Performance. The analytical method used is correlation analysis and multiple regression. The method of data collection in this study is to use a questionnaire filled out by respondents, namely employees of PT. Padang Post. From the results of multiple regression analysis, it shows that: (a) organizational culture has a partially significant effect on employee performance, (b) career development has a partially significant effect on employee performance, (c) self-efficacy has a partially significant effect on employee performance development, (d) ) organizational culture, career development and self-efficacy together on career development, (e) the contribution of organizational culture, career development, and self-efficacy variables together on employee performance is 71.4% while the remaining 28.6 % influenced by other variables not examined in this study. 


2021 ◽  
Vol 5 (1) ◽  
Author(s):  
Jati Prastyo ◽  
Bambang Mursito ◽  
Istiqomah Istiqomah

The purpose of this study is to examine purchasing decisions through online applications (e-commerce) on an online motorcycle taxi-based delivery service. This study uses a quantitative approach, namely by collecting data from respondents using a questionnaire. The number of samples is 100 people, calculated using the Slovin formula for buyers for three months. The sampling technique uses purposive sampling on consumers who have bought Sapa Kopi products through the Grabfood application. In testing multiple regression analysis using SPSS version 21, the calculated F value of 64.530 (p> 3.09) and a significance value of 0.000 (p 1.98) with a significance value of 0.000 (p 1.98) with a significance value of 0.000 (p 1.98) with a significance value of 0.017 (p


2020 ◽  
Vol 15 (2) ◽  
pp. 353-368
Author(s):  
Tukinu Tukinu ◽  
Istiatin Istiatin ◽  
Supawi Pawenang

The objective of the research is to analyze the effect of professionalism, job satisfaction, and organizational commitment on job attitudes among members of Indonesian Advocate Congress (Kongres Advokat Indonesia/ KAI) in Solo Raya. The type of the research is survey research. The sample of the research uses non-probability census sampling. The data collection technique was done using questionnaire. The data analysis is done using multiple regression analysis. The research concluded that professionalism, job satisfaction, and organizational commitment affect the job attitudes among advocates both simultaneously and partially


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