scholarly journals PENGARUH CITRA MEREK DAN KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH PT PEGADAIAN (PERSERO) BATAM

2018 ◽  
Vol 6 (2) ◽  
pp. 86
Author(s):  
Syaifullah Syaifullah ◽  
Mira Mira
Keyword(s):  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Research Method ◽  
Brand Image ◽  
T Test ◽  
Quantitative Approach ◽  
F Test ◽  
Descriptive Research

The purpose of  research is to know the partial influence (T test) and simultaneously (F test) between brand image variable and service quality to customer satisfaction PT Pegadaian (Persero) Batam. The research method used in this research is descriptive research method with quantitative approach Data collection techniques were done by distributing questionnaires to each respondent as much as 294 respondents. The results showed that the value of R Square of 0,135 or 13,5% of the value can be known the brand image and service quality affect the customer satisfaction of 13,5% while the rest is 86,5% influenced by other factors not examined. The result of research based on t test for brand image has  value equal to 6,080 > 1,968 (t table) and significant value 0,000 <0,05 meaning that variable of brand image  have significant effect to customer satisfaction, while service quality has value of 2,281 > 1,968 (t table) and significant value 0,023<0,05 meaning service quality variable have significant effect to customer satisfaction. And the result of F test has value equal to 22,670>3,03 (F table) and significant value 0,000 <0,05 can be interpreted that variable brand image and service quality simultaneously have significant effect toeffect to customer satisfaction.

scholarly journals The Effect of Service Quality, Price Perception, and Brand Image on Feeling Value, and Customer Satisfaction at Dian Husada Mojokerto Hospital

2021 ◽  
Vol 8 (1) ◽  
pp. 71-80
Author(s):  
Indarwati ◽  
Ida Bagus Cempena ◽  
Ida Bagus Udayana Putra
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Brand Image ◽  
Linear Regression Analysis ◽  
Perceived Value ◽  
T Test ◽  
Test Reliability ◽  
F Test ◽  
Perceived Service Quality ◽  
Price Perception

This study aims to determine the effect of service quality, perceived brand image price and perceived value on consumer satisfaction at Dian Husada Hospital, Mojokerto. The hypothesis in this study is that there is a partial effect of service quality on price perceptions on perceived value and service quality. And there is a significant effect of perceived service quality, price, brand image and perceived value simultaneously affect customer satisfaction at Dian Husada Hospital in Mojokerto. The population used in this study were 100 consumers at Dian Husada Hospital Mojokerto. The data analysis technique used is validity test, reliability test, classical assumption test, descriptive analysis, multiple linear regression analysis, multiple determination analysis, correlation coefficient analysis. The hypothesis test used is the F test and t test. Based on the t test results of Path Sub-Structure 1, service quality, price perception and brand image has a partial effect on perceived value. Based on the results of the t test Sub-Structure 2, the perceived service quality of price and value has a partial effect on service quality and brand image has no partial effect on customer satisfaction; Based on the results of the study of the F-Test Sub-Structure 1, the Sig. <0.05 is 0.000 <0.005, so the variables of Service Quality, Price Perception, and Brand Image have a significant influence on the Perceived Value. And based on the results of the study of the F-Test Sub-Structure Path 2, the value of Sig. <0.05 is 0.000 <0.005, so that the variables of Service Quality, Price Perception, Brand Image.

scholarly journals Peranan Kualitas Pelayanan dan Harga Terhadap Kepuasan Konsumen Pengguna E-commerce Shopee Di Politeknik Cendana

2021 ◽  
Vol 2 (3) ◽  
pp. 80-85
Author(s):  
Sanny Lonardi ◽  
Wong Pong Lan ◽  
Fauzi Akbar Maulana Hutabarat ◽  
Ngajudin Nugroho ◽  
Supriyanto Supriyanto
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Research Method ◽  
Quantitative Method ◽  
Sampling Technique ◽  
T Test ◽  
Test Results ◽  
F Test

The aim of this research is to prove the effect of service quality and price on Shopee e-commerce customer satisfaction at Cendana Polytechnic, either partially or simultaneously. The research method used is associative quantitative method through online questionnaires. The number of respondents/sample as many as 35 students of the Cendana Polytechnic from a population of 408 people with the Accidental Sampling technique. The results showed: (1) Service quality has an influence on Shopee e-commerce customer satisfaction at Cendana Polytechnic, where the T test results, the significant value is 0.005 or less 0.05. (2) price has no effect on Shopee e-commerce customer satisfaction at Cendana Polytechnic, with T-test results, a significant value of 0.105 or greater 0.05. (3) Service quality and price have an influence on Shopee e-commerce customer satisfaction at Cendana Polytechnic with F test results, Fcount 11.488 with F significance of 0.000 or F significance value less than 0.05

scholarly journals PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PT. SAMUDRA BINTANG ANGKASA TOUR AND TRAVEL BANJARMASIN

2019 ◽  
Vol 5 (1) ◽  
Author(s):  
Dini Puspita
Keyword(s):  
Quality Of Service ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Significant Influence ◽  
Research Method ◽  
Influential Factor ◽  
Sampling Techniques ◽  
Cross Sectional

Abstract: The purpose of this study is to know and analyze the influence of service quality on customer satisfaction at PT Samudra Bintang Angkasa Tour and Travel. The research method used is the analytical survey research method. The approach chosen in this study is the Cross Sectional approach. The population in this study are customers who use the services of PT Samudra Bintang Angkasa Tour and Travel, from August to November 2018. The sample in this study used accidental sampling techniques totaling 60 customers who used the services of PT Samudra Bintang Angkasa Tour and Travel in December 2018. Data collection techniques used questionnaires, documentation, and observation. The results of the study can be concluded that there is a simultaneous significant influence between service quality consisting of Tangible , Reliability , Responsiveness, Assurance and Empathy on Customer satisfaction PT. Samudra Bintang Angkasa Tour and Travel Banjarmasin. There is a partial significant influence between the quality of service consisting of Tangible, Reliability, Responsiveness , and Empathy on Customer satisfaction PT. Samudra Bintang Angkasa Tour and Travel Banjarmasin. Reliability Factoris the most influential factor (predominantly on Customer satisfaction at PT. Samudra Bintang Angkasa Tour and Travel Banjarmasin. Keywords: Service Quality, Satisfaction, Customers Abstrak: Tujuan dari penelitian ini adalah mengetahui dan menganalisis pengaruh kualitas layanan terhadap kepuasan pelanggan pada PT Samudra Bintang Angkasa Tour and Travel. Metode penelitian yang digunakan adalah metode penelitian survey analitik. Pendekatan yang dipilih dalam penelitian ini adalah pendekatan Cross Sectional. Populasi dalam penelitian ini adalah pelanggan yang menggunakan jasa PT Samudra Bintang Angkasa Tour and Travel, dari bulan Agustus sampai dengan November 2018. Sampel dalam penelitian ini menggunakan teknik accidental sampling berjumlah 60 orang pelanggan yang menggunakan jasa PT Samudra Bintang Angkasa Tour and Travel pada bulan Desember tahun 2018. Teknik pengumpulan data menggunakan kuesioner, dokumentasi, dan observasi. Hasil penelitian dapat disimpulkan bahwa ada pengaruh signifikan secara simultan antara kualitas layanan yang terdiri atas Tangible, Reliability, Responsiveness, Assurance dan Empathy terhadap kepuasan Pelanggan PT. Samudra Bintang Angkasa Tour and Travel Banjarmasin. Ada pengaruh signifikan secara parsial antara kualitas layanan yang terdiri atas Tangible, Reliability, Responsiveness, dan Empathy terhadap kepuasan Pelanggan PT. Samudra Bintang Angkasa Tour and Travel Banjarmasin. Faktor Reliability merupakan faktor yang paling berpengaruh (secara dominan terhadap kepuasan Pelanggan PT. Samudra Bintang Angkasa Tour and Travel Banjarmasin. Kata kunci : Kualitas Pelayanan, Kepuasan, Pelanggan

Apakah Religiusitas sebagai Faktor Penarik Terhadap Kepuasan Nasabah (Studi Kasus BMT Idrisiyyah Tasikmalaya)

2020 ◽  
Vol 6 (1) ◽  
pp. 62-67
Author(s):  
Dede Aji Mardani ◽  
Riska Gunawati
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Research Method ◽  
Mutual Influence ◽  
Linear Regression Analysis ◽  
Field Research ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
T Test ◽  
Coefficient Of Determination

The purpose of this study is to know and analyze the implementation of services, perceptions of religiosity of institutions and customer satisfaction, as well as the influence of service quality and religiosity perceptions in BMT Idrisiyyah to customer satisfaction BMT Idrisiyyah Tasikmalaya.The research method used in this research is the field research method (field reaserch), while the data collection techniques are done through the spread of questionnaires and interviews. The sampling technique using slovin formula with the number of respondents 100 customers and the analysis tools used are classical assumption test, multiple linear regression analysis, coefficient of determination test, t-test and F test.Based on the results of research and F-test results (simultaneous) showed that service and perceptions of religiosity together affect the customer satisfaction. The result of t-test (partial) which have positive effect significantly to customer satisfaction from service quality is variable of reliability, responsiveness variable, assurance variable and empathy while for physical proof (tangible) has no effect to customer satisfaction. For the perception variable religiosity also does not affect customer satisfaction. For the mutual influence of service quality and religiosity perception have an effect on customer satisfaction in BMT Idrsiyyah with significance value 0,000 and F value equal to 6,750.

scholarly journals PENGARUH KUALITAS PELAYANAN DAN LOKASI TERHADAP KEPUASAN PELANGGAN PADA ROLAG CAFE DIPONEGORO SURABAYA

2018 ◽  
Vol 5 (01) ◽  
Author(s):  
Nano Gunawan ◽  
Chandra Kartika
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Significant Influence ◽  
Sampling Method ◽  
Linear Analysis ◽  
T Test ◽  
Research Model ◽  
Analysis Method ◽  
F Test

This research is meant to examine the influence of service quality, price, and place to thecustomer satisfaction at Cafe Rolag Diponegoro Surabaya. The population of thisresearch is all customers who have ever visited at Cafe Rolag Diponegoro Surabaya. Theresearch samples has been obtained by using accidental sampling method. In according tothe predetermined criteria 100 respondents who have ever visited Cafe Rolag DiponegoroSurabaya have been selected as samples. The analysis method has been carried out byusing multiple linear analysis with SPSS application .The result of the model feasibilitytest which has been done by using F test has concluded that the research model is feasibleto be used for the following analysis. Meanwhile the result of hypothesis t test (partial)shows that service quality has significant influence to the customer satisfaction.And placehas significant influence to the customer satisfaction.Keywords: Service quality, place, and customer satisfaction.

scholarly journals PENGARUH KUALITAS PELAYANAN DAN HARGA TERHADAP KEPUASAN KONSUMEN PADA CV. NETRAL KECAMATAN RENGAT KABUPATEN INDRAGIRI HULU

2019 ◽  
Vol 10 (3) ◽  
pp. 324-332
Author(s):  
Kurnia Dewi
Keyword(s):  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Correlation Coefficient ◽  
Consumer Satisfaction ◽  
Quantitative Methods ◽  
T Test ◽  
F Test ◽  
Independent Variable

This research is on CV. Netral Rengat District, Indragiri Hulu Regency. The purpose of this research is to know the effect of service quality and price simultaneously on customer satisfaction on CV. Neutral Rengat District, Indragiri Hulu Regency; To find out the effect of service quality partially on customer satisfaction on CV. Neutral Rengat District, Indragiri Hulu Regency; To find out the effect of prices partially on customer satisfaction on CV. Neutral Rengat District, Indragiri Hulu Regency. The population in this study are all consumers who use the services of CV. Neutral Rengat Subdistrict, Indragiri Hulu Regency which is infinite in number, where visitors are teenagers to adults, the population used is 24,057 people. While the sample in this study amounted to 100 people with a nonprobability sampling technique. Thisr research used quantitative methods, namely by multiple linear regression, correlation coefficient and determination, and F test and t test. Based on the results of the research and discussion, some conclusions can be drawn as follows: From the quantitative calculations obtained using the multiple linear regression equation Y = a + b1X1 + b2X2 obtained Y = 3.808 + 0.238 X1 + 0.528 X2, namely the constant coefficient value (a) amounting to 3.808 this means that if the value of service quality (X1) and price (X2) equals zero, then the level or amount of customer satisfaction (Y) is equal to 3.808. The coefficient value of X1 = 0.238 means that if the service quality (X1) rises by one unit, while the price variable (X2) remains, customer satisfaction (Y) will increase by 0.238 and vice versa if the service quality (X1) decreases by one unit, while the price variable (X2) remains, consumer satisfaction (Y) will decrease by 0,238. The coefficient value of X2 = 0.528 explains that if the price (X2) rises by one unit, while the service quality variable (X1) remains, the level of customer satisfaction (Y) will increase by 0.528 and if the price (X2) falls by one unit, while the service quality variable (X1) remains that consumer satisfaction (Y) will decrease by 0.528. Multiple linear correlation coefficient (R) that is 0.885 means that the relationship that has a very high correlation between service quality and price to customer satisfaction is 0.885. The coefficient of determination (R2) is 0.783, meaning that customer satisfaction can be explained by variations in changes in the independent variable (service quality and price) of 78.3%, while the remaining 21.7% is explained by other variables outside the research. Based on the results of the F test, the calculated F value is 175,051 with a significant level of 0,000. While Ftable at 100% (0.05) is 3.09. In both calculations, F count> Ftable is 175,051> 3,09. This means that Ho is rejected and Ha is accepted, meaning that simultaneously service quality and price have a significant effect on customer satisfaction. Based on the results of the t test obtained the value of tcount X1> t table = 2.101> 1.98447 so that Ho is rejected and Ha is accepted, which means the independent variable (X1) service quality partially has a significant effect on the variable customer satisfaction (Y). Furthermore, the value of tcount X2> t table = 4.268> 1.98447 so that Ho is rejected and Ha is accepted, which means that the independent variable (X2) price partially has a significant effect on the variable customer satisfaction (Y).

scholarly journals PENGARUH KUALITAS PELAYANAN PADA KEPUASAN PELANGGAN MABAR & GAME COFFEE

J-IKA ◽  
2021 ◽  
Vol 8 (2) ◽  
pp. 152-160
Author(s):  
Rosiana Andhikasari
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Quantitative Research ◽  
Organizational Management ◽  
T Test ◽  
F Test ◽  
Relationship Patterns ◽  
Physical Identity ◽  
Quality Of Results

ABSTRAKBisnis kuliner berupa café yang menjamur saat ini membuat para pemilik usaha berfikir keras untuk membuat café miliknya berbeda dengan yang lain sehingga dapat menarik minat pelanggan untuk datang, salah satunya pada Mabar & Game Coffee. Peneliti ingin melihat apakah ada pengaruh antara kualitas pelayanan pada kepuasan pelanggan di Mabar & Game Coffee. Penelitian ini memakai metode penelitian kuantitatif deskriptif dengan variabel X terdiri dari, variabel  X1 adalah identitas fisik, variabel X3 adalah manajemen organisasi, variabel X2 adalah identitas non fisik, variabel X5 adalah aktivitas dan pola hubungan, variabel X4 adalah kualitas hasil, dan variabel Y adalah kepuasan pelanggan. Teknik analisis data yang digunakan yaitu regresi linier berganda, penghitungan hipotesis menggunakan uji F dan uji t dimana uji F adalah untuk mengetahui pengaruh simultan antara variable X ke Y, sedangkan uji t untuk mengetahui pengaruh secara parsial dari variable X ke Y. dari hasil penghitungan menggunakan SPSS, didapatkan hasil bahwa variable X yang terdiri dari identitas fisik, aktivitas dan pola hubungan, kualitas hasil, manajemen organisasi, identitas non fisik memiliki pengaruh secara simultan terhadap variabel Y yaitu kepuasan pelanggan. Sedangkan dari penghitungan menggunakan uji T ditemukan bahwa identitas non fisik merupakan variabel yang paling dominan, sehingga menurut pelanggan, identitas non fisik yang dimiliki oleh Mabar & Game Coffee sangat mempengaruhi kepuasan mereka.Kata kunci: kualitas pelayanan, kepuasan pelanggan, cafe ABSTRACTThe culinary business in the form of a cafe that is mushrooming at this time makes business owners think hard to make their café different from the others so that it can attract customers to come, one of which is Mabar & Game Coffee. Researchers want to see if there is an influence between service quality on customer satisfaction at Mabar & Game Coffee. This research uses descriptive quantitative research method with variable X consisting of, variable X1 is physical identity, variable X3 is organizational management, variable X2 is non-physical identity, variable X5 is activity and relationship patterns, variable X4 is quality of results, and variable Y is customer satisfaction. The data analysis technique used is multiple linear regression, calculating the hypothesis using the F test and t test where the F test is to determine the simultaneous effect between the X to Y variables, while the t test is to determine the partial effect of the X to Y variables. SPSS, it was found that variable X which consists of physical identity, non-physical identity, organizational management, quality of results, activities and relationship patterns have a simultaneous influence on variable Y, namely customer satisfaction. Meanwhile, from the calculation using the T test, it was found that non-physical identity is the most dominant variable, so that according to customers, Mabar & Game Coffee's non-physical identity greatly affects their satisfaction.Keywords: service quality, customer satisfaction, cafe

scholarly journals PENGARUH CITRA MEREK DAN PROMOSI TERHADAP KEPUTUSAN PEMBELIAN PRODUK INDOCAFE PADA PT PRIMA BINTANG DISTRIBUSINDO

2020 ◽  
Vol 8 (2) ◽  
pp. 17-24
Author(s):  
Iwan Upbatam ◽  
Asron Saputra
Keyword(s):  
Research Method ◽  
Brand Image ◽  
T Test ◽  
Coefficient Of Determination ◽  
Purchasing Decisions ◽  
F Test ◽  
Purchasing Decision ◽  
Positive Effect

The purpose of this paper is to determine the effect of brand image and promotion on purchasing decisions PT prima brima distribusindo.The research was done by spreading the quaterner, while the research method using Non-probability Sampling.The t test shows that the magnitude of t for Brand Image (X1) is 2.062 and the value of t arithmetic for promotion (X2) is 11,574. all of which show larger than t table is 1,978. so the hypothesis that states brand image and promotion have a positive effect partially on purchasing decision at PT prima bintang distribusindo, F test, F calculated > F table or 69.690 > 2.67 or signification level (sig) 0.000 < 0.05 so that the hypothesis that states brand image and promotion together affect the purchasing decision at  PT prima bintang distribusindo and coefficient of determination shows that brand image and promotion influence 51,9% to purchasing decision at PT. prima bintang distribusindo.

scholarly journals PENGARUH BRAND IMAGE KARTU IM3 INDOSAT TERHADAP KEPUASAN LAYANAN DAN LOYALITAS PELANGGAN (Studi pada PTN dan PTKIN di Kota Malang)

IQTISHODUNA ◽  
2017 ◽  
Vol 12 (1) ◽  
pp. 9-18
Author(s):  
Virgistira Mulya Hutami ◽  
Yayuk Sri Rahayu
Keyword(s):  
Data Collection ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Sampling Method ◽  
Brand Image ◽  
Personal Identification ◽  
Quantitative Approach ◽  
Service Satisfaction ◽  
The Status

The study aims to determine the effect of brand image IM3 to loyalty, either directly or indirectlythrough the satisfaction. This research used a quantitative approach and the respondents which the customersof Indosat IM3 on four Universities in Malang . The data collection used accidental sampling method. Pathanalysis was used to test and analyze hypotheses by considering the classical assumption test. The resultsof the study showed that the brand image significantly affect the service satisfaction and customer loyalty.Indicators of Brand image contributed 47.5% to total customer satisfaction. Meanwhile satisfaction accountedfor 30.7% of customer loyalty. Two indicators of brand image consist of guarantees and social identificationhas no significant effect on customer satisfaction. While, two other indicators of brand image consist ofpersonal identification and status has a significant influence on customer satisfaction. From path analysisknown that there is indirectly influence of the status of personal identification to loyalty through customersatisfaction.

scholarly journals PENGARUH KUALITAS PELAYANAN, KUALITAS PRODUK, KEPERCAYAAN, DAN NILAI NASABAH TERHADAP KEPUASAN NASABAH (Studi pada PD BPR BKK Purbalingga Cabang Bukateja)

Media Ekonomi ◽  
2017 ◽  
Vol 17 (2) ◽  
pp. 110
Author(s):  
Okky Mudinarko ◽  
Suyoto Suyoto
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Multiple Regression ◽  
Customer Value ◽  
T Test ◽  
F Test ◽  
Test Analysis ◽  
Analysis Techniques ◽  
Quality Product ◽  
Testing Data

This study aimed to determine to correlation between four independent variables of quality servive, quality products, trust, and customer value on customer satisfaction variable. This study was explanatory research using quantitative approach of multiple regression. Sample of this study were 103 customers of the bank. Data analysis techniques used in the study were multiple regression analysis, t-test, F-test, and classical assumption testing. Data of this study was taken using quistionnaire distributed to customers of the bank and analyzed using SPSS 16 version.The resulf of F-test analysis showed that factor of service quality, product quality, trust and customers value gave effect simultaneously with 52,7% of the value of Adjusted R Square on customer satisfaction in the bank. In addition, 47,3% of the remaining value were affectted by other factors which were not discussed in this study. The result of partial t-test showed that service quality gave the biggest effect on customer satisfaction in the bank. The more accessable the bank service was, the more interested people in the bank would be. Marketing strategy showed significant effect in improving service quality. Thus, the better the marketing management in the bank was, the more interested people in the bank would be.

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