scholarly journals PENGARUH EXPERIENTIAL MARKETING DAN PERSEPSI KUALITAS LAYANAN TERHADAP KEPUASAN KONSUMEN PADA RM KHAS SUNDA MANG ENGKING JUANDA DI JAWA TIMUR

2020 ◽  
Vol 15 (2) ◽  
pp. 173-189
Author(s):  
Siti Puti Fauziah Hilman ◽  
Novi Marlena
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Sampling Method ◽  
Sampling Technique ◽  
Experiential Marketing ◽  
Perceived Service Quality ◽  
Simultaneous Effect ◽  
Marketing Variables ◽  
Quantitative Descriptive

The purpose of this study was to determine consumer satisfaction The Mang Engking Juanda Sidoarjo Gubug East Java based on the influence of experiential marketing and perceived service quality. This type of research is a quantitative descriptive. The sampling technique used is non-probability sampling with a purposive sampling method. The sample used was 126 respondents. The results of this study indicate that the experiential marketing variable has a positive and partially significant effect on customer satisfaction of 4.307> 1.979 with a significance value of 0.000 <0.05. Variable perception of service quality has a positive and partially significant effect on customer satisfaction by 4.598> 1.979 significance value 0.000 <0.05. Experiential marketing variables and perceived service quality positive and significant simultaneous effect on customer satisfaction at the Mang Engking Juanda Sidoarjo Governor's Office at 119.102> 3.07 with a significance value of 0.000 <0.05.

scholarly journals Kepuasan Konsumen Sunyi House of Coffee and Hope

2020 ◽  
Vol 8 (3) ◽  
pp. 249-260
Author(s):  
Berliana Adinda Lorenssa ◽  
Miguna Astuti ◽  
Renny Husniati
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Sampling Method ◽  
Descriptive Data ◽  
Coffee Shop ◽  
Analysis Techniques ◽  
Employees With Disabilities ◽  
Quantitative Descriptive ◽  
Very High

In this research there is a quantitative descriptive methods were used with respondents, namely consumers of Sunyi House of Coffee and Hope. This coffee shop has employees with disabilities. In this research aims to determine the condition of consumer satisfaction Sunyi House of Coffee and Hope is influenced by the service quality, location and facilities. The population in this study are customers of Sunyi House of Coffee and Hope. Samples taken as many as 100 respondents by random sampling method. Data collection was done through the distribution of questionnaires with descriptive data analysis techniques. The results of the study stated that 1). Has led to customer satisfaction Sunyi House of Coffee and Hope, 2). Service quality has been done well, 3). The location offered received very high attention, 4). The facilities provided are quite good. Keywords : Service Quality, Location, Facilities, Customer Satisfaction, Coffee Shop

scholarly journals Pengaruh Kualitas Produk, Harga, Dan Kualitas Pelayanan Terhadap Kepuasan Konsumen Pada Rumah Makan Dabu-Dabu Iris Fresh Wenang Manado

2019 ◽  
Vol 8 (2) ◽  
pp. 26
Author(s):  
Gahensya Keloay ◽  
Wehelmina Rumawas ◽  
Sandra Asaloei
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Consumer Satisfaction ◽  
Test Validity ◽  
Sampling Technique ◽  
Coefficient Of Determination ◽  
Validity And Reliability ◽  
Normality Test ◽  
Quantitative Descriptive

This research was conducted in Dabu-Dabu Iris Fresh Restaurant, Wenang Manado, which aims to find out the 1) effect of product quality ; 2) price and ; 3) service quality on customer satisfaction in Dabu-Dabu Iris Fresh Restaurant, Manado, both individually and in groups. With the focus of the problem is whether product quality, price and service quality affect consumer satisfaction in Rumah Makan Dabu-Dabu Iris Fresh, Wenang Manado. the method used in this study uses quantitative descriptive methods and The population that came in the Dabu-Dabu Iris Fresh Restaurant, Manado Heritage is unknown, therefore the researcher took a sample of 50 respondents using a purposive sampling technique that is consideration of populations that are easily found and this research will only be given to visitors who have visited the House. Eating Dabu-Dabu Iris Fresh, Managing Manado at least 5 times, and the research method used is quantitative descriptive method. The analytical tool used in the data instrument test (validity and reliability test), classic assumption test (normality test, multicollinearity test and heteroscedasticity test), data analysis (multiple regression analysis, test t, F test and test coefficient of determination R2). Based on the t test obtained states that product quality has an influence on customer satisfaction individually. While price is the determination of the value of a product in the minds of consumers that must be paid by consumers to obtain a product of Dabu-Dabu Iris Fresh Restaurant, Wenang Manado. The service quality provided by Dabu-Dabu Iris Fresh Restaurant, Wenang Manado affects consumer satisfaction.

scholarly journals PERSEPSI NILAI DAN KUALITAS LAYANAN TERHADAP PERILAKU KEWARGANEGARAAN PELANGGAN APLIKASI GO-JEK

2019 ◽  
Keyword(s):  
Data Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Sampling Method ◽  
Perceived Value ◽  
Sampling Technique ◽  
Mediating Effect ◽  
Citizenship Behavior ◽  
Perceived Service Quality ◽  
Customer Citizenship Behavior

This study aims to determine the effect of perceived value and perceived service quality by Go-Jek application users in Surabaya. The population in this study were all Go-Jek users throughout Indonesia. Samples were taken using a non-probability sampling method that specifically uses a purposive sampling technique. Based on the sampling technique, 200 samples were used in this study using Go-Jek in Surabaya. Data collection was carried out using a questionnaire that was distributed directly to respondents. The statistical method used as data analysis is PLS followed by WarpPLS 6.0. The results showed that customer satisfaction partially influenced mediation in service quality with customer citizenship behavior. In addition, customer satisfaction has a partial mediating effect on the perceived value by customer citizenship behavior

scholarly journals PENGARUH HARGA, KUALITAS LAYANAN DAN PROGRAM PROMOSI TERHADAP KEPUTUSAN PEMBELIAN BERKELANJUTAN

2021 ◽  
Vol 8 (1) ◽  
pp. 1-16
Author(s):  
Uswatun Chasanah ◽  
Muhammad Fauzan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Sampling Method ◽  
Pearson Correlation ◽  
Sampling Technique ◽  
Reliability Test ◽  
Purchase Decisions ◽  
Test Results

This study examined the effect of price, service quality and promotion on sustainablepurchasing decisions. The sample used was 60 respondents with the criteria ofrespondents who used Mamochi products in Yogyakarta. The data was collected usingnon probability sampling method with purposive sampling technique. The results of thevalidity test with the Pearson correlation criteria> 0.254 (r table), showed that all indicatorswere valid, as well as the reliability test with Cronbach's alpha> 0.6. The results of themediation test show that consumer satisfaction mediates the effect of price on repurchasedecisions, while the quality of service and promotion programs have an effect onrepurchase decisions not mediated by customer satisfaction. As for partial testing of pricevariables, service quality has an effect on satisfaction, while promotion has no effect.Likewise, the variables of price, promotion and customer satisfaction have an effect on repurchasedecisions, while service quality has no effect on re-purchase decisions. For thesimultaneous test results, price variables, service quality and promotion have an effect oncustomer satisfaction.

KEPUASAN KONSUMEN DITINJAU DARI KUALITAS PELAYANAN, STORE ATMOSPHERE DAN PROMOSI DI RUMAH MAKAN PONDOK JOWI SOLO

2020 ◽  
Vol 4 (02) ◽  
Author(s):  
Shofia Zulfa Amalina ◽  
Sri Hartono ◽  
Ratna Damayanti
Keyword(s):  
Quality Of Service ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Sampling Technique ◽  
Likert Scale ◽  
The Relationship

The purpose of this study was to analyze the effect of whether or not the quality of service, store atmosphere and promotion of consumer satisfaction at Pondok Jowi Restaurant Solo. The population in this study were consumers of Pondok Jowi Solo Restaurant in January 2020 at May 2020 with a total of 14,030 people. The sampling techniquemismpurposive samplingm which is a sampling technique with certain considerations by taking 100 respondents. Data collection uses a Likert scale questionnaire to measure respondents' answers to identify the relationship between service quality, store atmosphere and promotion of customer satisfaction. The results show that service quality, store atmosphere and promotion have a simultaneous and significant effect on customer satisfaction, servicei quality has assignificant effect on customer satisfaction, store atmosphere has a significant effect on customer satisfaction, and promotion has significant effect on customer satisfaction. Keywords: Service quality, Store atmosphere, Promotion, Consumer satisfaction

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 Service Quality Dan Customer Trust Terhadap Kepuasan Konsumen Maskapai Penerbangan Lion Air (Studi Kasus Bandara Internasional Raja Haji Fisabilillah Tanjungpinang)

2021 ◽  
Vol 1 (2) ◽  
pp. 1-10
Author(s):  
Iranita Iranita
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Low Cost ◽  
Sampling Technique ◽  
Microsoft Excel ◽  
Low Cost Carrier ◽  
Independent Variable ◽  
Almost All ◽  
Customer Trust

Consumer satisfaction (Consumer Satisfaction) is a given positive attitude of consumers towards a service provided by a service company. Companies are expected to consider the factors that affect customer satisfaction. Lion Air, which is based on top brand award, is ranked first in the category of aviation services that use the LCC (low cost carrier). The almost all airports increase in passenger numbers in Indonesia, particularly in the international airport Raja Haji Fisabilillah Tanjungpinang. This study aims to examine the effect of service quality and customer trust to satisfaction of the consumer. The sample size is 60 people. This study uses a sampling method is the accidental sampling technique. technical analysis hypothesis testing using the Lisrel 8.5 program and Microsoft Excel version 2013. From this test later it can be seen how much the contribution of the independent variable (Service Quality, customer trust to the dependent variable (Lion Air Airlines customer satisfaction). The results showed that both directly and indirectly service quality and customer trust affect the satisfaction of customers of Lion Air

scholarly journals EFFECT OF SERVICE QUALITY AND RELATIONSHIP MARKETING ON CUSTOMER SATISFACTION AND ITS IMPACT ON LOYALTY SERVICE ON WISMA SOEWARNA BRACH OFFICE (KCP) OF BNI OF TANGERANG

2020 ◽  
Vol 1 (2) ◽  
pp. 154-164
Author(s):  
Ela Ratna Yuwita ◽  
Arissetyanto Nugroho
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Relationship Marketing ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Survey Methods ◽  
Sampling Technique ◽  
Equation Modeling ◽  
Descriptive Research ◽  
Marketing Variables

The purpose of this study is to determine the Effect of Service Quality and Relationship Marketing on Customer Satisfaction and Its Impact on Loyalty by measuring indicators that affect the variable Service Quality and Relationship Marketing on customer satisfaction variables and their implications on customer loyalty variables. This research applies a descriptive research design using survey methods. Sampling uses convinient sampling as a sampling technique. This study was tested using the structural equation modeling (Lisrel) approach to test the significance of the significance of the overall model and predetermined pathway. The findings show that Service Quality and Relationship Marketing variables significantly influence customer satisfaction variables. Further findings indicate that Service Quality and Relationship Marketing variables directly have a significant effect on customer loyalty variables. This study also shows that customer satisfaction has an influence on customer loyalty variables. It is recommended to companies to improve the excellence of Service Quality and Relationship Marketing.

scholarly journals ANALISIS KEPUASAN KONSUMEN TERHADAP KUALITAS PRODUK KOPI DAN KUALITAS PELAYANAN MENGGUNAKAN METODE IMPORTANCE PERFOMANCE ANALYSIS (Studi Kasus Di Geo Coffee)

2018 ◽  
Vol 6 (2) ◽  
pp. 147
Author(s):  
Putu Anggi Ranitaswari ◽  
Sri Mulyani ◽  
Cokorda Anom Bayu Sadyasmara
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Consumer Satisfaction ◽  
Sampling Method ◽  
Sweet Taste ◽  
Analysis Method ◽  
Customer Needs ◽  
Level Of Satisfaction

This study aims to determine the attributes that are considered important by consumers in order to achieve customer satisfaction, know the level of satisfaction or level of consumer suitability of products and services in Geo Coffee, and determine the attributes that need to get priority from the company to be improved in order to achieve customer satisfaction . This research was conducted at Geo Coffee. The sample used was 91 respondents using epurposive sampling method. Data were obtained by distributing questionnaires and correspondents directly. This research uses Importance Performance Analysis method. The result of this research shows that attribute with highest level of consumer satisfaction for product quality is characteristic of coffee taste characteristic based on brand cafe with level of matching equal to 101.95%. the attribute with the lowest level of conformity is a constant (stable) coffee taste for each presentation corresponding to a suitability level of 82.52%. Attributes with the highest level of customer satisfaction for service quality is the speed in responding to complaints and customer problems with a level of suitability of 120.34%. The attribute with the lowest level of customer satisfaction for service quality is the waiter providing services and appropriate handling to customer needs with the level of suitability of 80.05%. The attributes that must be prioritized for the product are the constant (stable) coffee taste of each serving and the sweet taste of coffee. The attributes that must get priority for service is the process of making order menu in Geo Coffee done quickly. Keywords: customer satisfaction, Importance Performance Analysis, Geo Coffee

scholarly journals Pengaruh Gaya Hidup Terhadap Keputusan Pembelian Dan Kepuasan Konsumen Sepeda Motor Kawasaki D-Tracker 150 Di Kota Dumai

2020 ◽  
Vol 8 (1) ◽  
pp. 54-68
Author(s):  
Fajri Mubarak Natsir ◽  
Zulkarnain ◽  
Alvi Furwanti Alwie
Keyword(s):  
Customer Satisfaction ◽  
Path Analysis ◽  
Indirect Effect ◽  
Indirect Effects ◽  
Consumer Satisfaction ◽  
Sampling Method ◽  
Sampling Technique ◽  
Direct And Indirect Effects ◽  
Equal Opportunities ◽  
Purchasing Decisions

This study aims to see and know the direct and indirect effects of lifestyle on purchasing decisions and consumer satisfaction. The population in this study were 500 respondents from Dumai City who bought and used a Kawasaki D-Tracker 150 motorcycle, using Path Analysis. In this study the sampling method uses the Probability Sampling Technique, which is a sampling technique that provides equal opportunities for elements of the population to be selected as sample members. In this study the authors set a sample of the criteria of respondents, namely age 17 years and above. Samples taken in this study used the Slovin formula. The results in this study that lifestyle has a positive and significant effect on consumer purchasing decisions. Lifestyle and purchasing decisions have a positive and significant effect on customer satisfaction. There is an indirect effect of Lifestyle on Consumer Satisfaction through Decisions

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