scholarly journals Wong Solo Restaurant Service As A Provider Of Processed Chicken Meat To Customer Satisfaction

2021 ◽  
Vol 3 (2) ◽  
Author(s):  
Natsir Sandiah ◽  
Wa Reni ◽  
La Ode Arsad Sani ◽  
La Ode Muh Munadi
Keyword(s):  
Customer Satisfaction ◽  
Consumer Satisfaction ◽  
Survey Methods ◽  
Chicken Meat ◽  
Sampling Techniques ◽  
Business Sector ◽  
Physical Evidence ◽  
Service Assurance ◽  
Regression Tests ◽  
Poultry Farming

The development of poultry farming business is increasing rapidly and contributes greatly in the fulfillment of protein needs. The business sector of processed chicken meat such as cafes, restaurants, and restaurants and sea food to meet the needs of consumers. The research aims to analyze the type of service in influencing the satisfaction of consumers of Wong Solo Kendari Branch by using survey methods and using accidental sampling techniques as many as 60 respondents. It is then analyzed using multiple linear regression tests. The results showed physical evidence, reliability, responsiveness, service assurance, and caring together have a very real effect on consumer satisfaction (p<0.01) in Wong Solo restaurants and factors that correlate positively to customer satisfaction are responsiveness, service assurance and care, while variables that correlate negatively to consumer satisfaction are physical evidence and reliability. Variable concern partially affects consumer satisfaction (P<0.01).

scholarly journals ANALISIS KEPUASAN PELANGGAN ATAS KUALITAS PELAYANAN PADA PT AUTOMOBIL JAYA MANDIRI WULING DI SURAKARTA

2019 ◽  
Vol 3 (02) ◽  
Author(s):  
Endah Astuti ◽  
Eny Kustiyah ◽  
Sri Hartono
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Descriptive Analysis ◽  
Secondary Data ◽  
Primary Data ◽  
Quantitative Descriptive Analysis ◽  
Physical Evidence ◽  
Quantitative Descriptive ◽  
Regression Tests

The purpose of this study was to determine the effect of service quality on customer satisfaction PT. Automobil Jaya Mandiri Wuling Surakarta partially and simultaneously. Primary data sources were obtained from questionnaires distributed to consumers with a sample of 95 people, while secondary data were obtained from PT. Automboil Jaya Mandiri Wuling Surakarta. The analytical tool used is quantitative descriptive analysis. Based on the results of the t test, it can be concluded that there is a partial effect between tangible and assurance on customer satisfaction at PT. Automobil Jaya Mandiri Wuling Surakarta. F test results show that there is a simultaneous influence between tangible, reliable, responsible, assurance, empathyvvariables on customer satisfaction at PT. Automobil Jaya Mandiri Wuling Surakarta. The results of multiple linear regression tests obtained by the equation Y = 1,219 + 0.763 X1 - 0.064 X2 + 0.130 X3 + 0.748 X4 - 8.644X5 €. From the regression equation it can be seen that the most dominant variable influencing consumer satisfaction is the physical evidence variable with a coefficient of 0.763. R2 (R Square) test obtained a result of 0.609 or 60.9% which means that customer satisfaction with the Dealer of PT. Automobil Jaya Mandiri Wuling Surakarta is influenced by variable tangiable, reliable, responsible, assurance, empathy of 60.9%. And other factors that influence customer satisfaction at PT. Automobil Jaya Mandiri Wuling Surakarta. of 0.391 (39.1%) expected by PT. Automobil Jaya Mandiri Wuling Surakarta needs to implement and develop aspects of service to consumer satisfaction which include tangible (physical evidence), reliability (reliability), responsiveness (responsiveness), assurance (empathy), empathy (empathy), so as to obtain a more market share well. Keywords: Service Quality, Tangible, Reliability, Responsiveness, Assurance, Empathy, and Customer Satisfaction

ANALISIS KEPUASAN KONSUMEN PT. KALTRABU INDAH BANJARMASIN

2020 ◽  
Vol 4 (4) ◽  
pp. 523-537
Author(s):  
Rahmat Hilmi ◽  
Anthonius Karsudjono
Keyword(s):  
Customer Satisfaction ◽  
Consumer Satisfaction ◽  
Sample Selection ◽  
Reliability Factor ◽  
Physical Evidence ◽  
Decision Variables ◽  
The Social ◽  
Independent Variable ◽  
Influential Variable ◽  
Processing Techniques

The purpose of this study was to determine the effect of the independent variable Service Quality consisting of Physical Evidence, Reliability, Responsiveness, Assurance and Empathy both simultaneously and partially on the dependent variable Consumer Satisfaction. And want to know the dominant variables that affect Consumer Satisfaction. The data used is the result of distributing questionnaires to respondents who used the services of PT. Kaltrabu Indah Banjarmasin. The sample selection technique is Accindental Sampling with a total of 60 consumers. Data processing techniques using SPSS (Statistical Package for the Social Sciences). The results showed that simultaneously the variables Physical Evidence, Reliability, Responsiveness, Assurance and Empathy had a significant effect on the purchasing decision variables of PT. Kaltrabu Indah Banjarmasin Branch of 25,515. Partially only the Reliability variable 3,177 (Sig.0,002), Guarantee 2,340 (Sig. 0,023) and Empathy 2,661 (0,010) affect the customer satisfaction of PT. Kaltrabu Indah Banjarmasin. While the Physical Evidence variable 1.983 (Sig. 0.053) and Responsiveness 0.901 (Sig.0.372) did not significantly influence the consumer satisfaction of PT. Kaltrabu Indah Banjarmasin. The dominant influential variable is Reliability with a Standardized Coefficients Beta value of 0.415, meaning that according to consumers' perception the reliability factor becomes something that is considered very important in an effort to create customer satisfaction when using the services of PT. Kaltrabu Indah Banjarmasin. Referring to the terminated Coefficient (R Square) of 0.703, the customer satisfaction of PT. Kaltrabu Indah Banjarmasin of 70.3% is influenced by physical evidence, reliability, responsiveness, assurance and empathy variables. While the remaining 29.7% of customer satisfaction is influenced by other variables not included in this study.

scholarly journals Analisis Kepuasan Konsumen Dalam Menggunakan Jasa Pengiriman Paket Pos Optima Pada PT. Pos Indonesia (persero) Cabang Pontianak

2013 ◽  
Vol 9 (3) ◽  
pp. 293
Author(s):  
Syarifah Arini
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Average Rate ◽  
Survey Methods ◽  
Quality Of Services ◽  
Physical Evidence ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
High Level

Research to analyze customer satisfaction at optimal postal parcel delivery service at PT Pos Indonesia (Persero) Branch Pontianak. Dimension-imensi examined are reliability, responsiveness, assurance, empathy, and tangibles. This study used survey methods, data collection techniques, namely: observation, interviews, questionnaires, and documentation study. Samples used as many as 100 people by using purposive sampling. analysis using Cartesian diagram. The results of this study indicate that the majority of respondents were satisfied with the service of PT Pos Indonesia (Persero) Branch Pontianak with an average satisfaction level of 3.91 and the value of the average rate of interest of 4.34 dimension of service quality the most satisfied customers is assurance dimension and physical evidence, where the majority of respondents' votes are in quadrant B, which means that the interest and customer satisfaction are at a high level and in accordance with the wishes of the consumer. Dimensional quality of services that they are in quadrant A, which means the consumer is not satisfied then it should be further enhanced by the company. While the dimensions of the quality of services that are in quadrant C and D in which the interests of consumers are at a low level is considered normal practice even though consumers are satisfied because it is not very important.Keywords: Satisfaction, Service Quality Dimensions Services

PENGARUH KUALITAS PRODUK TERHADAP LOYALITAS KONSUMEN DENGAN VARIABEL MEDIASI KEPUASAN KONSUMEN PADA RUMAH MAKAN AMPALU RAYA PADANG

2020 ◽  
Vol 22 (2) ◽  
pp. 172-193
Author(s):  
Iqbal Kurnia ◽  
Eri Besra
Keyword(s):  
Customer Satisfaction ◽  
Product Quality ◽  
Consumer Satisfaction ◽  
Quantitative Methods ◽  
Survey Methods ◽  
Simple Random Sampling ◽  
Consumer Loyalty ◽  
Past Behavior ◽  
The City

Abstract: This research was conducted to determine the effect of productquality on consumer loyalty with mediating variables of customersatisfaction at the Ampalu Raya Padang Restaurant. To determine thesample in this study using simple random sampling with the criteria, (a)Answering domiciled in the city of Padang, (b) Knowing the Ampalu RayaRestaurant, (c) Medium or ever making a purchase more than twice. Thisstudy used a sample of 150 respondents obtained from the Hair method.This study uses quantitative methods and survey methods in collectingdata about attitudes, feelings, beliefs of past behavior and thoughts relatedto SEM-PLS 3 software. The results of this study reveal the quality of foodthat results in significant consumer loyalty in Ampalu Raya Restauant,product quality is important for consumers at Ampalu Raya Restaurant,customer satisfaction affects consumers significantly at Ampalu RayaRestaurant, customer satisfaction is related fully mediating product qualityto customers at Ampalu Raya Restauant. From the R2 value of customersatisfaction variables can be determined by the poduct quality variable of54.7 percent explained by other variables that are not examined, customerloyalty can be explained by product quality variable and customersatisfaction by 56.3 percent, the rest explained by variables othervariables not examinded.Key Words: Product Quality, Consumer Satisfaction, Consumer Loyalty

scholarly journals THE EFFECT OF SERVICE QUALITY ON CONSUMER SATISFACTION OF PALM SUGAR IN WEST JAVA

2020 ◽  
Vol 7 (12) ◽  
pp. 231-238
Author(s):  
Nurjaya
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Sampling Technique ◽  
T Test ◽  
Sample Population ◽  
Service Reliability ◽  
West Java ◽  
Physical Evidence ◽  
Palm Sugar

This study aims to explain and determine the effect of service quality on consumer satisfaction together or partially on customer satisfaction Palm Sugar in West Java. The independent variables used in this study are Physical Evidence, Reliability, Responsiveness, Assurance, and Empathy and the dependent variable in this study is consumer satisfaction. This research was conducted in West Java. The sample population used is palm sugar consumers. The sampling technique uses purposive sampling. The sample used in this study amounted to 100 respondents. Based on the results of the F Test in this study showed sig. F 0,000 <0.05 which means that Service Quality consisting of physical evidence, reliability, responsiveness, assurance and empathy together have a significant effect on customer satisfaction. Based on the results of the t test, it can be seen that the variables of physical service, reliability, responsiveness and empathy partially have a significant effect on customer satisfaction. T test results also indicate that the Responsiveness variable (X3) has the strongest influence compared to other variables, the Responsibility variable (X3) has a dominant influence on consumer satisfaction.

scholarly journals CUSTOMER LOYALTY FROM PERSPECTIVE OF MARKETING MIX STRATEGY AND CUSTOMER SATISFACTION A study from Grab - Online Transportation in Era of Industrial Revolution 4.0

2019 ◽  
Vol 9 (3) ◽  
pp. 394
Author(s):  
Ade Permata Surya
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Sampling Method ◽  
Industrial Revolution ◽  
Survey Methods ◽  
Marketing Mix ◽  
Future Research ◽  
Price Promotion ◽  
Product Price ◽  
Physical Evidence

ABSTRACT. This study aims to examine and analyze the influence of marketing mix 7P (product, price, promotion, place, people, physical evidence, and process) on costumer loyalty with the mediating role of customer satisfaction. A lesson from case of overlapping online transportation user base in Indonesia, specificly from Grab’s Consumer perspective. The research was design by using conclusive experiment, in casual type, with quantitative and survey methods. The sampling method used is sampling judgmental and the data was analized by SEM-PLS with WarpPLS 6.0. Data was taken by giving questionaire to 406 respondents. Respondents are Grab’s consumer. The result shows that the variable such as price, promotion, place, people, and process were significantly positif give effect to customer satisfaction, and customer satisfaction affected customer loyalty positifly and significantly.  In other hand, product and physical evidence were not significantly give effect. Adjusted R-squared coefficients of customer satisfaction and customer loyalty were 0,540 and 0,512 which means 54% of customer satisafction can be made by marketing mix variables and 51,2% of customer loyalty can be made by customer satisfaction. The future research in the same topic can use probability sampling method, especially stratified random sampling, and researcher can compare to another ASEAN countries’ data to enhance the more meaningful insight.Key words: marketing mix, customer satisfaction, customer loyalty, online transportation. ABSTRAK. Penelitian ini bertujuan untuk menguji dan menganalisis pengaruh bauran pemasaran 7P (product, price, promotion, place, people, physical evidence, and process) terhadap loyalitas pelanggan dengan peran mediasi kepuasan pelanggan. Pelajaran dari kasus tumpang tindih basis pengguna transportasi online di Indonesia, khususnya dari perspektif konsumen Grab. Penelitian ini dirancang dengan menggunakan eksperimen konklusif, dalam tipe kasual, dengan metode kuantitatif dan survei. Metode pengambilan sampel yang digunakan adalah sampling judgmental dan data dianalisis dengan SEM-PLS menggunakan bantuan WarpPLS 6.0. Data diambil dengan memberikan kuesioner kepada 406 responden. Responden adalah konsumen Grab. Hasil penelitian menunjukkan bahwa variabel seperti price, promotion, place, people, dan process berpengaruh positif signifikan terhadap kepuasan pelanggan, dan kepuasan pelanggan mempengaruhi loyalitas pelanggan secara positif dan signifikan. Di sisi lain, product dan physical evidence tidak berpengaruh signifikan. Koefisien Adjusted R-squared pada kepuasan pelanggan dan loyalitas pelanggan adalah 0,540 dan 0,512 yang berarti 54% dari kepuasan pelanggan dapat dibuat oleh variabel bauran pemasaran dan 51,2% dari loyalitas pelanggan dapat dibentuk oleh kepuasan pelanggan. Penelitian di masa depan dalam topik yang sama dapat menggunakan metode sampling probabilitas, khususnya pengambilan sampel bertingkat, dan peneliti dapat membandingkan dengan data negara-negara ASEAN lainnya untuk meningkatkan masukan yang lebih bermakna.Kata kunci: Kepuasan pelanggan, Kualitas layanan, loyalitas pelanggan, transportasi online. 

scholarly journals PENERAPAN KUALITAS PELAYANAN DALAM MENINGKATKAN KEPUASAN KONSUMEN PADA PT ETOS SURYANUSA

2021 ◽  
Vol 4 (1) ◽  
pp. 22-33
Author(s):  
Karolus Putra Setiadi ◽  
Leonard Adrie Manafe
Keyword(s):  
Customer Satisfaction ◽  
Consumer Satisfaction ◽  
Research Method ◽  
Research Data ◽  
Level Of Service ◽  
Reliability Factor ◽  
Business Sustainability ◽  
Physical Evidence ◽  
Inhibiting Factors ◽  
Dominant Influence

ABSTRACT: Business sustainability and company goals can be measured by the company's level of service to customer satisfaction. With the recognition of customer satisfaction, it means that the use of products or services can continue and of course the company will get definite and smooth profits and business. The purpose of this study is to determine customer satisfaction is determined by the level of service of the company. Descriptive qualitative research method provides an overview of the results of the analysis that is easily accessible to readers. The research sample consisted of 30 informants who had become consumers of PT Etos Suryanusa. Research data collection was carried out through distributing questionnaires, taking documentation and direct interviews. The results obtained from the research are physical evidence factors, reliability factors and responsiveness factors are important factors in increasing consumer satisfaction. The reliability factor has the most dominant influence on customer satisfaction. Assurance and empathy factors do not have any effect on customer satisfaction, instead they are considered as inhibiting factors for service quality.

scholarly journals PENGARUH DIMENSI KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN PADA TERMINAL PENUMPANG PELABUHAN TANJUNG MAS SEMARANG

2019 ◽  
Vol 19 (2) ◽  
Author(s):  
Yoeli Janto ◽  
Harcici Harcici
Keyword(s):  
Data Analysis ◽  
Linear Regression ◽  
Multiple Linear Regression ◽  
Consumer Satisfaction ◽  
Services Quality ◽  
Five Dimensions ◽  
Population Sampling ◽  
Physical Evidence ◽  
Or Groups ◽  
Regression Tests

<p><em>The purpose of this research is to analyze the influence between physical evidence, reliability, responsiveness, assurance, and empathy on customer’s satisfaction as in individuals and/or groups of customers of passenger terminal services at Tanjung Mas Port of Semarang. The population sampling used was 98 respondents. Data analysis was performed using multiple linear regression tests. Based on the results of the data analysis, it was concluded that the physical evidence, reliability, responsiveness, assurance on customer’s satisfaction as in individuals and/or groups of customers of passenger terminal services at Tanjung Mas Port of Semarang are influenced the passengers’ satisfaction on the service of Tanjung Mas Port passenger terminal. The magnitude of the influence of the five dimensions of services quality on consumer satisfaction is 64.3 percent. The regression equation formed is </em><em>:</em><em> </em><em>Y =</em>3,249<em> + </em><em> 0.188 X1 + 0.150 X2 + 0.340 X3 + 0.270 X4 + 0.198 X5.</em></p><p><strong><em>Keywords</em></strong><em>: Service Quality, Consumer Satisfaction</em> <strong> </strong></p><p>Penelitian ini bertujuan untuk menganalisis pengaruh dimensi <em>tangible </em>(bukti fisik)<em>, reliability </em>(kehandalan)<em>, responsive</em> (daya tanggap)<em>, assurance </em>(jaminan) dan <em>emphaty </em>(empati) secara individu maupun bersama - sama terhadap kepuasan konsumen pengguna jasa terminal penumpang Pelabuhan Tanjung Mas Semarang. Sampel yang digunakan sebanyak 98 responden. Analisis data dilakukan dengan menggunakan uji regresi linier berganda. Berdasarkan hasil analisis data disimpulkan bahwa dimensi <em>tangible </em>(bukti fisik)<em>, reliability </em>(kehandalan)<em>, responsive</em> (daya tanggap)<em>, assurance </em>(jaminan) dan <em>emphaty </em>(empati) secara individu maupun bersama - sama berpengaruh terhadap kepuasan konsumen pengguna jasa terminal penumpang Pelabuhan Tanjung Mas Semarang. Besarnya pengaruh kelima dimensi kualitas pelayanan terhadap kepuasan konsumen sebesar 64,3 persen. Persamaan regresi yang terbentuk adalah  Y  = 3,249 + 0,188 X<sub>1</sub> + 0,150 X<sub>2</sub> + 0,340 X<sub>3</sub> + 0,270 X<sub>4</sub> + 0,198 X<sub>5</sub><strong><em>.</em></strong><strong><em></em></strong></p><strong>Kata kunci</strong> : Kualitas Pelayanan, Kepuasan Konsumen

scholarly journals Effect of Service Quality on Consumer Satisfaction at the Jakarta Claim Center Division Pt. Wahana Tata Insurance

2021 ◽  
Vol 04 (09) ◽  
Author(s):  
Hero Wirasmara Kusuma ◽  
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Consumer Satisfaction ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Independent Variables ◽  
Physical Evidence ◽  
Insurance Data ◽  
Positive Effect

This study aims to determine the significant positive effect simultaneously and partially between the independent variables: the quality of service consisting of physical evidence, reliability, responsiveness, assurance, and empathy for the dependent variable, namely customer satisfaction at the Jakarta Claim Center Division of PT. Wahana Tata Insurance. System. The sample in this study was 100 consumers in the Jakarta Claim Center Division of PT. Wahana Tata Insurance. Furthermore, the sampling technique used in this study is "Simple Random Sampling" for respondents who are currently carrying out the process of filing claims at the JCC Division of PT. Wahana Tata Insurance. Data collection was done by using a questionnaire technique. Simultaneous research results quality of service (physical evidence, reliability, responsiveness, assurance, and empathy) have a positive, solid, and significant effect on customer satisfaction. Partially, physical evidence, reliability, responsiveness, and empathy have a positive, relatively strong, and significant effect on customer satisfaction at the Jakarta Claim Center Division of PT. Wahana Tata Insurance.

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