scholarly journals Peran Minat Memediasi Pengaruh Quality Service Transaksi Digital terhadap Costumer Satisfaction Pengguna Layanan OVO

2020 ◽  
Vol 5 (1) ◽  
pp. 1
Author(s):  
Asep Machpudin ◽  
Ade Titi Nifita ◽  
Garry Yuesa Rosyid ◽  
Ade Perdana Siregar
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Significant Influence ◽  
Digital Technology ◽  
Service Users ◽  
Quality Service ◽  
User Interest ◽  
The People ◽  
Digital Transactions

The development of digital technology is increasing every year, various types of digital technology that exist today is a development of technology that has been there before. The presence of the digital age has helped to encourage human interest to transform digitally. The objectives in this study are: (1) Identifying the effect of digital transaction service quality on customer satisfaction of OVO users, (2) Identifying the effect of service quality of digital transactions on interests, (3) Identifying the effect of interest on customer satisfaction of OVO service users. (4) Identifying the role of interest is able to mediate the effect of digital transaction quality service on customer satisfaction of OVO service users. The population of this research is the people of Jambi City while the sample is the people of Jambi City who more than once used OVO services as many as 150 people. The data method uses path analysis. The results of the study note that quality service has a significant influence on OVO service user interest, quality service and interest have a significant influence on customer satisfaction on OVO service users and quality service has a significant influence on customer satisfaction of OVO service users through interest in Jambi City

scholarly journals Hospital Brand Image, Service Quality, and Patient Satisfaction in Pandemic Situation

2021 ◽  
Vol 10 (2) ◽  
pp. 119-127
Author(s):  
Tjokorda Gde Raka Sukawati
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Brand Image ◽  
Hypothesis Test ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Service Users ◽  
Quality Service ◽  
Test Results

The aim of this research was to analyze the effect of hospital brand image, service quality, and patient satisfaction on hospital service users in Denpasar, Bali. This study was conducted during the current pandemic. This study aimed at testing the important mediation role of service quality in relation to hospital brand image on patient satisfaction. This study took the research samples of 81 respondents who used medical services at hospitals in Denpasar. The simple random sampling technique was used to collect the data. The hypothesis test results show that hospital brand image positively, significantly influences patient satisfaction. Hospital brand image positively, significantly influences service quality. Service quality positively, significantly influences patient satisfaction.

PENGARUH SERVICE QUALITY TERHADAP CUSTOMER SATISFACTION MEMBER BPJS KESEHATAN DI WILAYAH JAWA TIMUR

2021 ◽  
Vol 23 (1) ◽  
pp. 70-82
Author(s):  
Pratama Tanadi
Keyword(s):  
Linear Regression ◽  
Health Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Significant Influence ◽  
User Satisfaction ◽  
Random Sampling ◽  
Simple Random Sampling ◽  
Service Users ◽  
Hospital Service

ABSTRACT The purpose of this study is to examine the effect of hospital service quality towards BPJS health service user satisfaction. Sample wes taken using simple random sampling to 50 patients and / or their families in 5 hospitals in East Java. Data was analyzed by Linear Regression. The result of the study shows that not all dimensions of service quality have a positive and significant impact on the satisfaction of BPJS health service users. Reliability, responsiveness, and empathy have a positive and significant influence on customer satisfaction. The limitation of this study is that it was carried out generally in hospitals collaborating with BPJS health service. However, this study does not assess customer satisfaction by the level (grade) of the hospital. Keywords: Service Quality, Customer Satisfaction, BPJS Health Service, Hospital Management

scholarly journals The Role of Sharia Marketing in Increasing Customer Loyalty (An Empirical Study of BMT in Kudus Regency)

2018 ◽  
Vol 11 (2) ◽  
pp. 285
Author(s):  
Anita Rahmawaty
Keyword(s):  
Data Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Sampling Technique ◽  
Research Data ◽  
Analysis Technique ◽  
Research Findings

<p><em>This research strives to empirically examine and analyze the influence of syariah marketing and service quality on BMT customer loyalty and satisfaction in Kudus Regency. </em><em>This study was a survey research that used a quantitative approach. The research data were obtained from 250 BMT customers within Kudus Regency by using an accidental sampling technique. Meanwhile, the data analysis used a path analysis technique. The research findings revealed that: first, sharia marketing has a positive and significant influence on customer satisfaction; second, service quality has a positive and significant influence on customer satisfaction; third, sharia marketing has a positive and significant influence on customer loyalty; fourth, service quality has a positive and significant influence on customer loyalty; and fifth, customer satisfaction has a positive and significant influence on customer loyalty. </em></p>

scholarly journals The Influence of Brand Image and Restaurant Attributes towards Customer Satisfaction at Pekkio Restaurant

2020 ◽  
Vol 9 (2) ◽  
pp. 79-90
Author(s):  
Oei Natalia Marcella
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Food Quality ◽  
Significant Influence ◽  
Online Survey ◽  
Service Industry ◽  
Brand Image ◽  
Food Service ◽  
Special Method ◽  
Quality Service

   In this globalization era, food service industry as restaurant that provide the basic of human needs has been well developed. The development of food industry has given a huge contribution to the social and environment aspects (Franceschelli et al, 2018). Pekkio restaurant is one of the restaurants in Surabaya that sell Singapore chinese cuisine in Pakuwon Mall Surabaya. In order to survive in this industry, Pekkio restaurant continuously develop their performance to increase the customer satisfaction. With the purpose to find out the factors that influence customer satisfaction, this research aims to discover whether brand image, food quality, service quality, and atmospherics have significant influence towards customer satisfaction of Pekkio restaurant.             Therefore, researcher conducted an online survey that are distributed to the samples using 5-point Likert-scale. The population is unknown thus, the researcher use special method from Roa (2016) and the sample become 97. Moreover, the obtained data will be analysed using Multiple Linear Regression. The result shows that food quality and service quality have significant influence towards customer satisfaction of Pekkio restaurant. However, brand image and atmospherics don’t significantly influence customer satisfaction at Pekkio restaurant . Albeit, there are positive relationship of brand image and atmospherics towards customer satisfaction of Pekkio restaurant. Keywords: Brand Image, Food Quality, Service Quality, Atmospherics, and Customer Satisfaction  

The Influence of Experiential Marketing, E-Service Quality (WebBased Tracking System) And Trust On Customer Satisfaction In J&T Express Service Users In Kab. Pasuruan

2020 ◽  
Vol 18 (3) ◽  
pp. 78
Author(s):  
Miftahul Huda ◽  
Fitri Anisa
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Service User ◽  
Tracking System ◽  
Service Users ◽  
Experiential Marketing ◽  
Web Based ◽  
Delivery Service ◽  
Media Distribution

The role of a shipping service company is very important to the development of the society and lifestyle of today, the role as a media distribution of goods. With the delivery service is very easy for consumers to fulfill their needs, but it can save time and also make consumers feel happy things can be done easily. The purpose of this research is to know the influence of Experiential Marketing, E-Service Quality (Web based Tracking System) and trust in customer satisfaction in service users J&T Express in Pasuruan whose results can be used as an evaluation of J&T Express to improve its performance. The population in this research is a customer who has been delivering goods at J&T Express in Pasuruan. The number of samples in this study used Machin formula and was found to be 132 respondents or a service user of J&T Express in Pasuruan. The results of this study show that Experiential Marketing, E-Service Quality and trust have a positive and significant effect on customer satisfaction, so that J&T Express is expected to develop and as well as maintain Experiential Marketing, EService Quality and customer confidence so that later to increase customer satisfaction.

scholarly journals PENGARUH KUALITAS LAYANAN TERHADAP LOYALITAS NASABAH BANK SYARIAH DENGAN KEPUASAN NASABAH SEBAGAI VARIABEL INTERVENING

2017 ◽  
Vol 3 (1) ◽  
pp. 26
Author(s):  
Muhammad Zakiy Ishak ◽  
Evrita Putri Azzahroh
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Equation Modeling ◽  
Islamic Banks ◽  
Quality Service ◽  
Islamic Bank

This research aims to examine the role of customer satisfaction as a mediating variable to connecting service quality to customer loyalty in Islamic Banks. This study also tested compliance as the dimension for measure quality service in Islamic Bank. This research was conducted in five Islamic Banks which are in Indonesia. Data were collected using a questionnaire, distributed through are online and offline to the Islamic Bank customer. There are 100 questionnaires were successfully collected and analyzed using Structural Equation Modeling (SEM) to test the hypothesis with the application of Smart-PLS 3.0. the result of this study indicate that customer satisfaction is able to mediate (full mediation) in influence the service quality to customer loyalty in Islamic Banks. Penelitian ini bertujuan untuk menguji peran variabel pemediasi yaitu kepuasan nasabah yang menghubungkan antara kualitas layanan dengan loyalitas nasabah Bank Syariah. Penelitian ini juga menguji dimensi pengukuran yang dikhususkan untuk mengukur kualitas layanan dari Bank Syariah yaitu compliance. Penelitian ini dilakukan di 5 Bank Syariah yang berada di Indonesia. Data dikumpulkan menggunakan kuesioner, didistribusikan melalui online dan fisik ke nasabah Bank Syariah. Sebanyak 100 kuesioner berhasil dikumpulkan dan dianalisis menggunakan Structural Equation Modeling (SEM) untuk menguji hipotesis dengan aplikasi Smart-PLS 3.0. Hasil penelitian ini menunjukkan bahwa kepuasan nasabah mampu memediasi secara penuh (full mediation) pengaruh kualitas layanan terhadap loyalitas nasabah Bank Syariah.

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