scholarly journals Improving Customer Satisfaction in Circle-K Companies Through Services in Indonesia

2020 ◽  
Vol 7 (2) ◽  
pp. 82-90
Author(s):  
Arif Rahman ◽  
Fajri Ariandi ◽  
Jaka Santosa ◽  
Roynaldi Arista
Keyword(s):  
Customer Satisfaction ◽  
Correlation Coefficient ◽  
Research Method ◽  
Quantitative Method ◽  
Corporate Image ◽  
Test Reliability ◽  
Coefficient Of Determination ◽  
Quality Service ◽  
Service Data ◽  
Test Correlation

This study aims to determine the influence of service to customers satisfaction at PT Circelka Utama Jakarta main Outlets Circle K Regatta Apartement Jakarta.The research method used is descriptive quantitative method. The author used SPSS Version 21 to calculate the validity test, reliability test, correlation coefficient test, test coefficient of determination, and test the regression equation. The service applied has been running well based on the result of calculation of correlation coefficient of 0.689 with error 5% table 0.689>0.20, then there is a strong correlation. Based on the coefficient of determination obtained result 0.474 or 47% value of the amount of customer satisfaction by service data, while the remaining 53% was influenced by other factors such as price, promotion, and corporate image. Based on the research showed the quality service which includes the tangible, realibility, responsive, assurance, and emphaty to depend on the particular satisfaction simultaneously. Emphaty dimension is variable which influences with full and has the biggest impact on customers satisfaction Circle K of Regatta Apartment Jakarta.

scholarly journals Pengaruh Structural Assurance dan Perceived Reputation Terhadap Purchase Intention Melalui Trust Pada Konsumen Tokopedia

2019 ◽  
Vol 8 (2) ◽  
pp. 111-120
Author(s):  
Moh. Deni Andri Saputra ◽  
Widiartanto Widiartanto
Keyword(s):  
Customer Satisfaction ◽  
Political Science ◽  
Correlation Coefficient ◽  
Purchase Intention ◽  
Positive Impact ◽  
Test Reliability ◽  
Coefficient Of Determination ◽  
Reliability Test ◽  
Structural Assurance ◽  
Test Of Significance

The aims of this study is to measure the effects of structural assurance and perceived reputation to purchase intention through trust. The population of this research is consumers of Tokopedia in Faculty of Social and Political Science of Diponegoro University, while the sample is 100 consumers of Tokopedia with some certain prerequirements.The data was analyzed using two-step analysis with SPSS 17.0 for windows where previously tested the validity test, reliability test, coefficient of correlation, coefficient of determination, and test of significance (t-test and f-test). The result of this study is showing that structural assurance and perceived reputation has positive impact toward trust, the biggest impact is own by perceived reputation. Based on the result of two step analysis, trust is an intervening variable toward purchase intention in this study. Some recommendations are added based on those results. It is recommended that Tokopedia should improve the ability to solve hacking, provide guaranteed data information so that visitors' responses to structural assurance are safe, besides that it needs to focus on customer satisfaction, provide high service and increase credibility so consumers arise trust and increase purchase intention to Tokopedia. Tujuan dilakukanya penelitian ini adalah untuk mengetahui pengaruh antara structural assurance dan perceived reputation terhadap purchase intention melalui trust. Populasinya adalah seluruh konsumen Tokopedia di Fakultas Ilmu Sosial dan Ilmu Politik di Universitas Diponegoro, sedangkan sampelnya adalah 100 konsumen Tokopedia dengan kriteria tertentu. Analisis yang digunakan dalam penelitian ini adalah analisis dua tahap menggunakan software SPSS for Windows, di mana sebelumnya dilakukan uji validitas, uji reliabilitas, uji koefisien korelasi, koefisien determinasi, analisis regresi sederhana dan berganda, dan uji signifikansi (uji t dan uji F). Hasil penelitian ini menunjukan bahwa structural assurance dan perceived reputation berpengaruh secara parsial dan simultan terhadap trust, dimana ketika bersama-sama perceived reputation memiliki pengaruh yang paling besar terhadap trust. Berdasarkan hasil analisis dua tahap trust merupakan variabel intervening terhadap purchase intention dalam penelitian ini. Berdasarkan hasil tersebut maka disarankan supaya Tokopedia dapat meningkatkan kemampuan dalam memecahkan masalah hackers, menyediakan jaminan informasi data sehingga tanggapan pengunjung mengenai structural assurance aman, selain itu perlu memfokuskan terhadap kepuasan konsumen, memberikan pelayanan yang tinggi dan meningkatkan kredibilitas yang dimiliki sehingga konsumen timbul trust dan berminat untuk membeli di Tokopedia.

scholarly journals PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PADA APLIKASI MANAJEMEN LAUNDRY 1010DRY

2021 ◽  
Vol 17 (1) ◽  
Author(s):  
Oji Setyawan ◽  
Wisnu Wibowo
Keyword(s):  
Linear Regression ◽  
Customer Satisfaction ◽  
Customer Service ◽  
Quantitative Method ◽  
Coefficient Of Determination ◽  
Quality Service ◽  
Linear Regression Equation ◽  
Simple Linear Regression ◽  
Management Application ◽  
System Maintenance

Customer satisfaction is so important for service company because it would lead the customer to be loyal to the company. However, obtaining customer satisfaction is not easy because it needs a commitment from the company to provide the best quality service to satisfied the customer. At the beginning of the launch of 1010dry application by PT. Tenten Digital Indonesia, 1010dry has low rating and  some reviews about issues on  the application. PT. Tenten Digital Indonesia has been trying to solve the problem by improving their service both customer service and system maintenance untill the rating and the amount of new member each month has been increase. Therefore, the aim of this study is to examine the influence of quality service to customer satisfaction of 1010dry laundry management application. The method used in this research is quantitative method by using simple linear regression equation. Data was obtained from the member of 1010dry laundry management application by using questionnaire. The result of this research shows that quality service has significant influence to customer satisfaction (6,317 > 2,074 and 0,000 < 0,05) with coefficient of determination is 64,5%. Keywords: quality service and customer satisfaction.

scholarly journals Pengaruh Gaya Kepemimpinan terhadap Kinerja Pekerja PT Jaya Inter Supra

2020 ◽  
Vol 3 (1) ◽  
pp. 83-94
Author(s):  
Zackharia Rialmi ◽  
Lia Asmalah ◽  
Siti Fatimah
Keyword(s):  
Correlation Coefficient ◽  
Leadership Style ◽  
Research Method ◽  
Quantitative Method ◽  
Employee Performance ◽  
Secondary Data ◽  
Strong Relationship ◽  
Significance Test ◽  
Coefficient Of Determination ◽  
Test Results

The purpose of this research is to find out how the influence of leadership style on the performance of PT Jaya Inter Supra employees. The research method used is a quantitative method with the use of primary and secondary data, which researchers collect from distributing questionnaires and literature studies. The population and sample are all employees of PT Jaya Inter Supra, as many as 70 respondents. The results showed leadership style has a strong relationship with employee performance by obtaining a correlation coefficient r = 0.646, and the contribution of leadership style influence on employee performance with a coefficient of determination r2 of 41.73% while the remaining 48.27 is influenced by other factors outside research conducted. Significance test results obtained from the results of tcount> ttable is 6.972> 3.448 so it can be concluded that the leadership style (X) has a positive and significant effect on employee performance (Y.) Abstrak Penelitian ini dilakukan dengan tujuan untuk mengetahui seberapa besar Pengaruh Gaya Kepemimpinan Terhadap Kinerja Pekerja PT Jaya Inter Supra. Metode penelitian ini yang digunakan peneliti adalah metode kuantitatif, sedangkan yang dipergunakan dalam penelitian ini adalah data primer dan data sekunder, yang dikumpulkan melalui kuesioner dan studi kepustakaan. Populasi dan sampel dalam penelitian ini adalah seluruh pegawai PT Jaya Inter Supra yang berjumlah 70 responden. Berdasarkan hasil penelitian menunjukan bahwa gaya kepemimpina mempunyai pengaruh yang kuat dalam meningkatkan kinerja pekerja dengan diperoleh koefisien korelasi r= 0,646. Hal ini mengacu pada tabel 4.16 bahwa nilai korelasi antara (0,60-0,799) dinyatakan kuat. Sedangkan kontribusi gaya kepemimpinan terhadap kinerja pekerja dengan nilai koefisien determinasi diperoleh nilai sebesar 41,73% sedangkan sisanya (100% - 41,73%) = 58,27 dipengaruhi oleh faktor – faktor lain yang tidak diteliti. Hasil uji signifikan didapat dari hasil > yaitu 6,972 > 3,448 yang artinya bahwa Ho ditolak dan Ha diterima, Artinya gaya kepemimpinan (X) mempunyai pengaruh yang positif dan signifikan terhadap kinerja pekerja (Y).

scholarly journals PENGARUH MOTIVASI KERJA TERHADAP KINERJA KARYAWAN PADA BADAN PENYELENGGARA JAMINAN SOSIAL (BPJS) KETENAGAKERJAAN CABANG SUDIRMAN JAKARTA

2020 ◽  
Vol 14 (1) ◽  
pp. 101-111
Author(s):  
Kunto Atmojo ◽  
Erik Pradana
Keyword(s):  
Social Security ◽  
Correlation Coefficient ◽  
Employee Performance ◽  
Test Reliability ◽  
Coefficient Of Determination ◽  
Test Results ◽  
Social Security Administration ◽  
Analysis Technique ◽  
The Social ◽  
Test Correlation

The purpose of this study was to determine the effect of motivation on employee performance at the Sudirman Branch Social Security Administrators (BPJS). The data analysis technique used is quantitative analysis to be able to determine the effect of motivation on performance with 56 respondents. Methods of data collection analysis using validity test, reliability test, correlation coefficient test, determination coefficient, simple regression correlation and hypothesis testing. The influence of motivation on employee performance based on the calculation of the correlation coefficient, the value of 0.877 means that the influence of motivation on employee performance is said to be very strong. From the calculation of the coefficient of determination (KD), the value is 0.768, this shows that the amount of motivation contribution to employee performance is 76.8%, while the rest (100% -76.8%) = 23.2% is influenced by other factors. Based on the test results, tcount ttable is 13.388 2.005, which means that Ho is rejected and Ha is accepted, meaning that there is a positive and significant influence between motivation (X) on employee performance (Y) at the Sudirman Jakarta branch of the Social Security Administration (BPJSTK).

scholarly journals Pengaruh Kualitas Pelayanan Dan Harga Terhadap Kepuasan Pelanggan Pada Pengguna Jasa Service Di Dealer Honda Wahana Ciputat

2020 ◽  
Vol 4 (1) ◽  
pp. 26-37
Author(s):  
Putri Nilam Kencana ◽  
Kasdiyo Kasdiyo
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Regression Coefficient ◽  
Sampling Technique ◽  
Test Reliability ◽  
Coefficient Of Determination ◽  
Price Increases ◽  
Regression Test ◽  
Test Correlation

The purpose of this study was to determine the Effect of Service Quality and Price on Customer Satisfaction in Service Users at the Wahana Ciputat Honda Dealer. The research method used is quantitative with a descriptive explanation. The sampling technique used is Accidental Sampling with 100 respondents. The analytical method used is validity test, reliability test, correlation coefficient test, multiple linear regression test, coefficient of determination test and test the research hypothesis. The results of the analysis show the quality of service has a regression coefficient value of 0.489, the value of t-count is greater than t-table (8,742> 1,985) and the significant value is smaller than 0.05 (0,000 <0.05). This means that Ha is accepted and H0 is rejected. With interpretation, if service quality increases by 1 unit, customer satisfaction will increase by 0.516. The analysis shows that the price has a regression coefficient of 0.486, the value of t is greater than t-table (7,342> 1,985) and the significant value is smaller than 0.05 (0,000 <0.05). This means that Ha is accepted and H0 is rejected. With interpretation, if the price increases by 1 unit, customer satisfaction will increase by 0.486. The results of the analysis show that service quality and price simultaneously have a significant effect on customer satisfaction with a contribution value of 0.712, a F-count value of 123.278> 3.09, a significance value of 0.000 <0.05. This means that service quality and price simultaneously have the ability to explain variable customer satisfaction by 71.2% while the remaining 18.8% is explained by other variables outside this study. Abstrak Penelitian ini bertujuan adalah untuk mengetahui Pengaruh Kualitas Pelayanan dan Harga Terhadap Kepuasan Pelanggan Pada Pengguna Jasa Service Di Dealer Honda Wahana Ciputat. Metode penelitian yang digunakan adalah kuantitatif dengan eksplanasi deskriptif. Teknik sampel yang digunakan adalah Accidental Sampling dengan jumlah responden sebanyak 100. Adapun metode analisis yang digunakan adalah uji validitas, uji reliabilitas, uji koefisien korelasi, uji regresi linear berganda, uji koefisien determinasi dan uji hipotesis penelitian. Dari hasil penelitian diketahui bahwa kualitas pelayanan mempunyai nilai koefisien regresi sebesar 0.489, nilai thitung lebih besar dari ttabel (8.742 > 1.985) dan nilai signifikan lebih kecil dari 0,05 (0.000 < 0,05). Artinya Ha diterima dan H0 ditolak. Menurut perkiraan jika kualitas pelayanan meningkat sebesar 1 satuan maka kepuasan pelanggan akan mengalami peningkatan sebesar 0.516. Hasil analisis menunjukkan harga memiliki nilai koefisien regresi sebesar 0.486, nilai thitung lebih besar dari ttabel (7.342 > 1.985) dan nilai signifikan lebih kecil dari 0,05 (0.000 < 0,05). Artinya Ha diterima dan H0 ditolak. Dengan tafsiran, jika harga meningkat sebesar 1 satuan maka kepuasan pelanggan akan meningkat sebesar 0.486. Hasil analisis menunjukkan bahwa kualitas pelayanan dan harga secara simultan berpengaruh signifikan terhadap kepuasan pelanggan dengan nilai kontribusi sebesar 0.712, nilai Fhitung sebesar 123.278 > 3.09, nilai signifikansi sebesar 0.000 < 0.05. Artinya kualitas pelayanan dan harga secara simultan memiliki kemampuan menjelaskan variabel kepuasan pelanggan sebesar 71,2% sedangkan sisanya sebesar 18,8% dijelaskan oleh variabel lain di luar penelitian ini. Kata Kunci : Kualitas Pelayanan, Harga, Kepuasan Pelanggan

scholarly journals Pengaruh Rasio Utang Terhadap Hasil Pengembalian Investasi Pada PT Jamkrida Jabar

2019 ◽  
Vol 3 (1) ◽  
pp. 23-29
Author(s):  
Euis Hernawati ◽  
Nur Hasanah
Keyword(s):  
Data Collection ◽  
Data Management ◽  
Correlation Coefficient ◽  
Return On Investment ◽  
Research Method ◽  
Quantitative Method ◽  
Strong Influence ◽  
Coefficient Of Determination ◽  
Debt Ratio ◽  
Literature Study

This research was aimed to determine the influence of debt ratio to the return on investment  at PT Jamkrida Jabar. The research method used was quantitative method, while the data collection techniques used were by observation and literature study. The data management used SPSS (statistical product and service solutions).             From the research conducted, it was obtained the correlation coefficient of 0,984 indicated that there is a very strong influence of debt ratio to the return on investment (ROI) at PT Jamkrida Jabar. While the coefficient of determination is 96,8% indicated that the return on investment influenced by the debt ratio and remaining 3,2% was influenced by other factors.             The Suggestion that can be given by the writer that the company expected to use their own capital to finance its assets, in order to avoid obstacles that will result in increased assets financed by debt so that the company’s revenue may increase.

scholarly journals The influence of Servive Quality and Corporate Image toward Customer Satisfaction at BPJS Ketenagakerjaan KCP Kendal

2021 ◽  
Vol 6 (2) ◽  
pp. 101
Author(s):  
Dwi - Utami ◽  
Winarto - Winarto ◽  
Azizah - Azizah
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Corporate Image ◽  
Test Reliability ◽  
Coefficient Of Determination ◽  
Sample Collection ◽  
Point Scale ◽  
Normality Test ◽  
Analysis Technique ◽  
Linearity Test

<p><em>The aims of this research was to determine the influence of Service Quality and Corporate Image on</em> <em>Customers Satisfaction toward BPJS Ketenagakerjaan KCP Kendal. The methods of data collection are interview, questionnaires, and literature review. The questionnaires used is Differential Semantik with 5-point scale and the sample collection method is accidental sampling with 100 of customers at BPJS Ketenagakerjaan KCP Kendal. The analysis technique used in this research are validity test, reliability test, normality test, heteroskedastisity test, multicolinearity test, linearity test, multiple linear regression, t test, F test and coefficient of determination. Based on calculations using SPSS version 23, the result of this research showes that the regression equation was <strong>Y = 1,165 + 0,190 X1 + 0,453 X2. </strong>The result of this study explaines that the variable service quality and corporate image has positive and significant effect on customer satisfaction. The coefficient of determination in this research was 0,741, which means service quality and corporate image affect the variable of customer satisfaction by 74,1%, while the rest are influenced by other variables outside this regression model.</em></p>

PENGARUH PERSONAL SELLING TERHADAP PENCAPAIAN TARGET PENJUALAN (STUDI KASUS PT. SETIAWAN SEDJATI)

2021 ◽  
Vol 8 (2) ◽  
Author(s):  
Ranty Octavianita ◽  
Eki Dudi Darmawan
Keyword(s):  
Data Collection ◽  
Correlation Coefficient ◽  
Research Method ◽  
Quantitative Methods ◽  
Personal Selling ◽  
Strong Relationship ◽  
Regression Equation ◽  
T Test ◽  
Coefficient Of Determination ◽  
Sample Data

The existence of instability in the value of sales is an important evaluation that must be carried out by management. The purpose of this study is to determine the effect of Personal Selling on Sales Targets at PT. Setiawan Sedjati. The location of data collection is done at PT. Setiawan Sedjati Bandung. The research method uses quantitative methods. This research is a descriptive correlation with sample data collection using the Slovin formula. A total of 67 respondents were used as samples in this study consisting of employees of the marketing division and customers of PT. Setiawan Sedjati. The existing samples were then processed using SPSS Statistic Software version 26. Based on the processed data, the results of the regression equation Y = 20.478 + 0.182x. Then the correlation coefficient value of 0.747, it can be said that these results have a strong relationship between variables. The value of the coefficient of determination is 55.8%. The calculated value of 9.068 > 2.6512 this result shows a significant increase between variables on the t-test. It can be concluded that H1 accepted and H0 rejected, namely the variable personal selling. The variable personal selling has an influence on sales.

scholarly journals Analisis Kualitas Makanan dan Perceived Value terhadap Kepuasan Konsumen pada Industri Rumah Makan

2019 ◽  
Vol 3 (2) ◽  
pp. 58-64
Author(s):  
Clara Candra Komala ◽  
Nor Norisanti ◽  
Asep M. Ramdan
Keyword(s):  
Customer Satisfaction ◽  
Correlation Coefficient ◽  
Food Quality ◽  
Consumer Satisfaction ◽  
Perceived Value ◽  
Multiple Correlation Coefficient ◽  
Coefficient Of Determination ◽  
Multiple Correlation ◽  
F Test ◽  
Effect Of Food

The purpose of this study was to analysis the effect of food quality and perceived value on consumer satisfaction in the restaurant industry. The sample used in this research was 98 respondents and data collection methods using a questionnaire. The method used in this study is the use the type of probability sampling includes in the simple random sampling. The analysis technique using validity test, reliability test, multiple linear regression analysis, including test coefficient of determination, multiple correlation coefficient, and simultaneous test (F test).The results of the test coefficient of determination seen from value (Adjusted R2) of 0,473 can be interpreted that the effect of Food Quality and Perceived Value on consumer satisfaction is 4,73%. The remaining 52,7% is influenced by other factors not explained in this study. Based on the multiple correlation coefficient test seen from the R value of 0.696, it shows that there is a strong relationship between food quality and perceived value with customer satisfaction. Based on the F test the probability value sig. 0,000 <0,05, which means that together Food Quality (X1) and Perceived Value (X2) significantly influence customer satisfaction (Y).

scholarly journals The Effect of Training and Development in Improving the Image of the Company

2017 ◽  
Vol 1 (3) ◽  
pp. 71-101
Author(s):  
Amela Mohsen Naji ◽  
Aziz Saleh Salman Al - Baaj
Keyword(s):  
Standard Deviation ◽  
Correlation Coefficient ◽  
Impact Analysis ◽  
Mental Image ◽  
Training And Development ◽  
Arithmetic Mean ◽  
Corporate Image ◽  
Coefficient Of Determination ◽  
Relative Importance ◽  
Training Process

The study aims to demonstrate the importance of training and development to improve the corporate image in the minds of customers, and impact analysis and correlation of training and development in the image of the company, and the study was conducted in two rational and Assyria, the formations and the Ministry of Construction and Housing and public municipalities, and adopted the questionnaire as a tool for the study, which distributed 105 identification of the respondents the two companies were retrieving 83 questionnaire and ruled out a number 2 questionnaire for non-compliance with the conditions, bringing to the total number of sample 81 Mbhotha. "were used in the study statistical methods percentage, the arithmetic mean is likely, the standard deviation, the relative importance, ratios correlation coefficient (Spearman) F test, Spss program and coefficient of determination R2%, it found a number of conclusions of the most important interest of the two companies are actively training and development Alambhottin with weakness in the support of the trainees before, during and after the training process, and finally the study came out a set of recommendations including the provision of adequate support by the management of the trainees before, during and after the training process and the need to increase interest in actively training and development for workers being reflected positively on the mental image of the company among customers.

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