scholarly journals THE LEVEL OF SERVICE QUALITY OF FAST-FOOD RESTAURANTS IN SEMARANG

2020 ◽  
Vol 5 (2) ◽  
pp. 212-219
Author(s):  
Imam Nuryanto ◽  
Ida Farida
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Fast Food ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Home Delivery ◽  
Fast Food Restaurant ◽  
Fast Food Restaurants ◽  
Customer Services

The purpose of this research is to find out the influence of service quality (tangible, reliability, responsiveness, empathy) on customer loyalty. The object chosen in this research is fast-food restaurant in Semarang. The sample in this research is determined by purposive sampling method which then obtained the number of a sample as many as 100 respondents. The data in this research were obtained by the questionnaire. The data analysis used in this research is multiple linear regression analysis methods. The results of this research prove and give the conclusion that: service quality has a positive and significant influence on customer loyalty. The empathy variable is the highest variable affecting customer loyalty, because during the COVID 19, personal service was needed. Each consumer is unique, so the needs of customer services vary. Customers can use delivery or take away, home delivery, drive-thru, online and KFC box servicesKeywords: service quality; customer loyalty; fast-food restaurant

scholarly journals ANALISIS FAKTOR – FAKTOR YANG MEMPENGARUHI LOYALITAS PELANGGAN PEMBELIAN ANAKAN MURAI BATU PRESTASI ( STUDI KASUS PADA AZIS BIRDFAM DI BOYOLALI TAHUN2020 )

2021 ◽  
Vol 9 (1) ◽  
pp. 11-16
Author(s):  
Muhammad Azis Rahmanto ◽  
Dasmadi Dasmadi ◽  
A. Fidhdiarr Ariestanto TNK
Keyword(s):  
Regression Analysis ◽  
Linear Regression ◽  
Data Collection ◽  
Service Quality ◽  
Customer Loyalty ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
Product Price

Penelitian ini bertujuan untuk mengetahui adanya pengaruh produk, harga, kualitas pelayanan Azis Birdfam di Boyolali. Teknik pengumpulan data menggunakan wawancara, kuesioner dan studi dokumen yang dilakukan pada bulan mei tahun 2020 sampai juli tahun 2020. Teknik pengambilan sampel yang digunakan berdasarkan bertepatan, semua sampel data telah dianalisis dari analisis regresi linier berganda memperoleh nilai adjusted R Square sebesar 4,9 % variabel produk, harga, kualitas pelayanan berdampak pada loyalitas pelanggan sedangkan selisihnya 95,1 % berdampak oleh variabel lain seperti ikatan emosional, kepercayaan, kemudahan, kepuasan pelanggan dan pengalaman dengan perusahaan. Hasil pengkajian ini merumuskan bahwa produk, harga dan kualitas pelayanan menggunakan uji secara parsial memiliki dampak berdasarkan relevan terhadap loyalitas pelanggan pada Azis Birdfam di Boyolali. ABSTRACT   This study aims to determine the effect of product, price, service quality of Azis Birdfam in Boyolali. The data collection techniques used interviews, questionnaires and document studies conducted in May 2020 to July 2020. The sampling technique used was coincidental, all data samples were analyzed from multiple linear regression analysis to obtain an adjusted R Square value of 4.9%. product variables, price, service quality have an impact on customer loyalty, while the 95.1% difference has an impact on other variables such as emotional ties, trust, convenience, customer satisfaction and experience with the company. The results of this study formulate that the product, price and service quality using a partial test has an impact based on relevance to customer loyalty to Azis Birdfam in Boyolali.

scholarly journals THE EFFECT OF SERVICE QUALITY AND TRUST ON CUSTOMER LOYALTY OF WARUNG APUNG RAHMAWATI OF MOJOKERTO BRANCH

2019 ◽  
Author(s):  
Didit Darmawan
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Research Method ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
Analytical Tool ◽  
Probability Sampling ◽  
The Right

The development of the culinary business in Mojokerto which is increasingly rapid has led to increased competition. In the industrial world the success of a culinary business is reflected in its ability to provide satisfaction to customers. One way that can be used to achieve these advantages is by applying the right quality of service and trust so that it can create customer loyalty. This study is intended to analyze the effect of service quality and trust on customer loyalty in Warung Apung Rahmawati in Mojokerto. The research method used is qualitative with explanatory research. The sampling technique uses non probability sampling. The number of samples is 100 respondents. The analytical tool used is multiple linear regression analysis using SPSS 24.0 for Windows software. The results showed that service quality significantly influence customer loyalty. Trust has a significant effect on customer loyalty.Keywords: service quality, trust, customer loyaltyABSTRAKPerkembangan bisnis kuliner di Mojokerto yang semakin pesat menyebabkan meningkatnya persaingan. Pada dunia industri keberhasilan suatu bisnis kuliner tercermin dari kemampuannya memberikan kepuasan kepada pelanggan. Salah satu cara yang dapat digunakan untuk mencapai keunggulan tersebut adalah dengan menerapkan kualitas layanan dan kepercayaan yang tepat sehingga dapat menciptakan loyalitas pelanggan. Penelitian ini dimaksudkan untuk menganalisis pengaruh kualitas layanan dan kepercayaan terhadap loyalitas pelanggan pada Warung Apung Rahmawati cabang Mojokerto. Metode penelitian yang digunakan adalah kualitatif dengan penelitian eksplanatory research. Teknik Pengambilan sampel menggunakan non probability sampling. Jumlah sampel sebanyak 100 responden. Alat analisis yang digunakan adalah analisis regresi linier berganda menggunakan software SPSS 24.0 for Windows. Hasil penelitian menunjukkan bahwa kualitas layanan berpengaruh signifikan terhadap loyalitas pelanggan. Kepercayaan berpengaruh signifikan terhadap loyalitas pelanggan.Kata-kata kunci: kualitas layanan, kepercayaan, loyalitas pelanggan

PENGARUH KUALITAS LAYANAN DAN NILAI PELANGGAN TERHADAP KEPUASAN PELANGGAN TOKO SERBA ADA MATAHARI DI PONDOK GEDE PLAZA KOTA BEKASI

2017 ◽  
Vol 5 (3) ◽  
Author(s):  
Drs. Iwan Kurniawan Subagja, SE., MM. ◽  
Adista Fitriani
Keyword(s):  
Regression Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Value ◽  
Research Study ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Analysis Technique ◽  
Study Population

Business competition is currently increasingly stringent requires that marketers develop marketing strategy that is telling. Companies that win business competition can solidify the company's position to survive in the future. This research study aims to analyze the effect of service quality and customer value on customer satisfaction of Multipurpose Shop Matahari in Pondok Gede Plaza simultaneously and partially. The study population is all customers of multipurpose store Matahari. This research uses multiple linear regression analysis technique, with survey data and questionnaire to 130 respondents. The results of this study indicate that the quality of service and customer value positively and significantly affect the customer satisfaction, service quality and customer value positively and partially significant to customer satisfaction.

PENGARUH KUALITAS PELAYANAN, KUALITAS PRODUK DAN KEPERCAYAAN TERHADAP LOYALITAS PELANGGAN AROMANIA PARFUMERY DI KOTA BENGKULU

2021 ◽  
Vol 4 (1) ◽  
Author(s):  
Sri Ekowati ◽  
Selamat Riyadi
Keyword(s):  
Service Quality ◽  
Product Quality ◽  
Customer Loyalty ◽  
Hypothesis Test ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
Quality Product ◽  
Using Data ◽  
Positive Effect

ABSTRACTThis study aims to determine the effect of service quality, product quality and  trust on customer loyalty aromania parfumery Bengkulu. This type of research is a survey research with a quantitative approach, the object of this research is the consumers in Aromania parfumery, which is precisely located on Jl. Kapuas Raya, Lingkar Barat, Kec. Gading Cempaka, Bengkulu City. with the sampling method, namely non-propability technique, namely insidential sampling technique. The number of respondents in this study were 105 people. The data collection method used a questionnaire. By using data analysis techniques using Multiple Linear Regression Analysis Test, and Hypothesis Test, namely test t and test f. The results of this study can be concluded that the variable service quality Aromania parfumery has a positive effect on customer loyalty, product quality has a positive effect on customer loyalty, and trust has a positive effect on customer loyalty.Keywords: Service Quality, Product Quality, Customer Trust and Loyalty.

scholarly journals The Influence of the Dimensions of Service Quality on Customer Satisfaction at Hotels in Batu City, Indonesia

2017 ◽  
Vol 2 (3) ◽  
pp. 67-72
Author(s):  
Ludfi Djajanto
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Market Competition ◽  
Linear Regression Analysis ◽  
Original Data ◽  
Multiple Linear Regression Analysis ◽  
Jel Classification ◽  
Dominant Dimension ◽  
Analysis Technique

Objective - The number of hotels in both urban or in tourism areas has increased quite rapidly. The success and sustainability of hotel businesses is largely determined by their marketing strategy and the quality of services they provide to their customers. In choosing a hotel, customers consider both the physical appearance of the hotel as well as the quality of service provided. The rapid increase in hotels in Indonesia necessarily increases competition in the hotel industry and the rules surrounding market competition become quite strict. The aim of this research is to determine the influence of the dimensions of service quality (tangibility, reliability, responsiveness, assurance, and empathy) on customer satisfaction and to identify the most dominant dimension in terms of customer satisfaction. Methodology/Technique - The research studied 110 respondents who have stayed in several hotels located in Batu, Indonesia. The data was collected using purposive sampling techniques using questionnaires. The data analysis technique used in this research was multiple linear regression analysis. Findings – Based on the results of this research, it is concluded that the dimensions of service quality (tangibility, reliability, responsiveness, assurance, empathy) have a significant influence on customer satisfaction. In addition, the service quality dimension that has the most dominant influence on customer satisfaction is assurance. Novelty - The research supported by original data and contribute to the literature in the context of Indonesia. Type of Paper - Empirical Keywords: Service Quality; Tangibility; Reliability; Responsiveness; Assurance; Empathy; Customer Satisfaction. JEL Classification: L15, M10, M30.

scholarly journals Effect of Trust, Quality of Products and Quality Services on Purchase Decisions on E-Commerce Shopee in Palembang City

2019 ◽  
Vol 3 (12) ◽  
pp. 1-6
Keyword(s):  
Regression Analysis ◽  
Service Quality ◽  
Product Quality ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Purchase Decisions ◽  
Purchasing Decisions ◽  
Quality Of Products ◽  
Dominant Influence

Purchasing decision is the decision of consumers to buy a product or service as desired. This study aims to determine the effect of trust, product quality and service quality on purchasing decisions at e-commerce Shopee in Palembang. This study uses multiple linear regression analysis. The sample in this study were 100 respondents who showed the results that the variables of trust, product quality and service quality had a positive and significant effect on purchasing decisions in ecommerce Shopee. there is one variable that has dominant influence on purchasing decisions, namely the variable trust in purchasing decisions

scholarly journals PENGARUH KUALITAS PELAYANAN DAN CITRA MEREK TERHADAP KEPUASAN WISATAWAN NUSANTARA MENGGUNAKAN TRANSPORTASI ONLINE GRAB DI KUTA, BALI

Jurnal IPTA ◽  
2020 ◽  
Vol 8 (2) ◽  
pp. 226
Author(s):  
Maria Laru Sendy Ludju ◽  
I Made Kusuma Negara ◽  
Ni Putu Eka Mahadewi
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Brand Image ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Dominant Dimension ◽  
Tourist Satisfaction ◽  
Brand Association ◽  
Quantitative And Qualitative Research

This study aimed to explain the effect of service quality and brand image on the satisfaction of domestic tourists who used Grab online transportation in Kuta, Bali. The research method used in this research was quantitative and qualitative research methods (mix methods). Questionnaires were distributed to 150 domestic tourists with a sample determination method using purposive sampling. The method of data analysis used multiple linear regression analysis with SPSS 18.0 program. The results of this study stated that partially the quality of service had a positive and significant effect on the satisfaction of domestic tourists with the dominant dimension being the tangible dimension and brand I mage giving a positive and significant effect on the satisfaction of domestic tourists with the dominating dimension being the support of the brand association. Simultaneously, the quality of service and brand image had a positive and significant influence on the satisfaction of domestic tourists. The R Square value of 0.672 meant that 67,2% of tourist satisfaction could be explained by the variable service quality and brand image, while the remaining 32,8% was influenced by other variables not examined in this study.

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, Pemahaman Peraturan dan Sanksi Perpajakan Pada Kepatuhan WPOP

2019 ◽  
Vol 29 (2) ◽  
pp. 503
Author(s):  
I Made Yoga Widian ◽  
I Ketut Jati
Keyword(s):  
Quality Of Service ◽  
Regression Analysis ◽  
Service Quality ◽  
Linear Regression Analysis ◽  
Sample Selection ◽  
Multiple Linear Regression Analysis ◽  
Government Revenue ◽  
Analysis Techniques ◽  
Positive Effect

One way to increase government revenue from the tax sector is by increasing taxpayer compliance itself. The purpose of this study was to determine the effect of service quality, understanding of regulations and taxation sanctions on individual taxpayer compliance registered at North Badung KPP Pratama. The study was conducted at the KPP Badung Utara in 2018. The sample selection was 100 taxpayers using the Slovin formula. Data collection was carried out by distributing questionnaires to WPOP registered in North Badung KPP Pratama and the analysis techniques using multiple linear regression analysis. Based on the results of the analysis, it is known that service quality, understanding of regulations and taxation sanctions have a positive effect on individual taxpayer compliance registered in North Badung KPP Pratama, with the value of calculating each variable greater than the label, and having a significance value greater than 0.05. Keywords : Quality Of Service;  Understanding Of Tax Regulations; Tax Sanctions; Individual Taxpayer Compliance.

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