scholarly journals HUBUNGAN ANTARA KUALITAS PRODUK DAN KUALITAS LAYANAN DENGAN KEPUASAN PELANGGAN PADA PERUSAHAAN DAGANG ADZA CATERING KOTA BOGOR

2017 ◽  
Vol 3 (1) ◽  
pp. 29-39
Author(s):  
Nia Sonani ◽  
Hari Muharam ◽  
Ferdisar Adrian
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Correlation Coefficient ◽  
Positive Relationship ◽  
Regression Equation ◽  
Coefficient Of Determination ◽  
Significant Positive Relationship ◽  
Analysis Technique

ABSTRACTThis research is included as a correlational research, and consisted of two independent variables and one dependent variable, i.e. product quality and service quality with customer satisfaction. The research was conducted on customer of Adza Catering, with samples of 100 customers, derived by random sampling. The method used was survey and data analysis technique using statistical test of correlation and linear regression. The hypothesis testing was conducted at the significant level of ? = 0.05. The results yield three conclusions, namely: first, there is a highly significant positive relationship between product quality and customer satisfaction with a correlation coefficient ry1 of 0.647, coefficient of determination of 0.4186 and the regression equation is ?= 56.220 + 0.419X1. Second, there is a highly significant positive relationship between service quality and customer satisfaction with correlation coefficient ry2 of 0.763, coefficient of determination of 0.5821 and the regression equation is ? = 40.773 + 0.376X2. Third, there is a highly significant positive relationship between product quality and service quality together simultaneously with customer satisfaction with a correlation coefficient Ry.1.2 of 0.740, coefficient of determination of 0.5476 and the regression equation is ?= 22.612 + 0.428X1 + 0,236X2. Based on these results, it can be concluded that product quality and service quality provide highly significant contribution to customer satisfaction.Keywords: Product Quality, Service Quality and Customer Satisfaction

scholarly journals PENGARUH KUALITAS PELAYANAN, KUALITAS PRODUK DAN CITRA BANK TERHADAP KEPUASAN NASABAH ERA COVID 19 (STUDI KASUS DI PT. BANK MANDIRI KANTOR CABANG PALEMBANG)

2021 ◽  
Vol 2 (2) ◽  
pp. 201-210
Author(s):  
Rora Rosmaya Sari ◽  
Luis Marnisah ◽  
Fakhry Zamzam
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Banking System ◽  
Sampling Technique ◽  
Corporate Image ◽  
Analysis Technique ◽  
Quality Product ◽  
Improve Service Quality

This study aims to analyze the effect of service quality, product quality and bank image on customer satisfaction. The population in this study were customers at PT. Bank Mandiri Palembang Branch Offices totaling 174,363 people. Determination of the sample using the Slovin formula, in order to obtain a sample of 100 people with incidental sampling technique. The analysis technique uses multiple linear regression with hypothesis testing using the t test and the F test. The results show that partially the variables of service quality and bank image have a significant and significant effect on customer satisfaction at Bank Mandiri. Meanwhile, the variable of product quality has an effect and is not significant towards the customer satisfaction of Bank Mandiri. Together, the variable service quality, product quality, and image of the bank simultaneously have an effect and are significant on customer satisfaction at Bank Mandiri. It is hoped that Bank Mandiri will further improve service quality, such as maintaining the banking system so that it always runs well, providing good and appropriate solutions, and maintaining a high corporate image as a customer image.

scholarly journals Pengaruh Kualitas Pelayanan Terhadap Kepuasan Konsumen Di PT. Tiki Jalur Nugraha Ekakurir Cabang Kawaluyaan Bandung

2021 ◽  
Vol 5 (2) ◽  
pp. 423
Author(s):  
Kiki Andriyana ◽  
Ramadani Kurnia Dewi ◽  
Rita Zulbetti
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Statistical Tests ◽  
Strong Relationship ◽  
Coefficient Of Determination ◽  
Simple Linear Regression ◽  
Analysis Technique ◽  
Data Collection Technique ◽  
Test Correlation

The purpose of this study was to determine the magnitude of the effect of service quality on customer satisfaction at PT. Tiki Jalur Nugraha Ekakurir Kawaluyaan Branch Bandung. The method used is quantitative method. The data collection technique was carried out by distributing questionnaires to 28,587 visitors with a set sample of 100 respondents with reference to the calculation of the Slovin formula. This data was then processed using SPSS V 25. The data analysis technique used was simple linear regression and also correlation. The results showed that there was a strong relationship between the services provided and customer satisfaction. This is shown by statistical tests (validity test, correlation coefficient test, coefficient of determination test and hypothesis testing). The t-test shows that there is an influence between service quality and customer satisfaction with a t-value of 16,377 evidence strengthened by the calculation of the coefficient of determination of 67%.

scholarly journals Pengaruh Pelayanan terhadap Kepuasan Pelanggan pada Ajib Bakery Jakarta

2019 ◽  
Vol 16 (02) ◽  
pp. 255-266
Author(s):  
Roy Irawan
Keyword(s):  
Customer Satisfaction ◽  
Correlation Coefficient ◽  
Positive Relationship ◽  
Regression Equation ◽  
Coefficient Of Determination ◽  
Literature Study ◽  
To Come ◽  
Questionnaire Method

To win the competition, the company must be able to give satisfaction to the customer. The efforts that will be made by the company to satisfy the needs of consumers with various strategies and various ways in the hope that customers feel satisfied and then willing to come back. Outline in the writing of this final assignment using quantitative outline with the method of observation, questionnaire method and literature study. From the results of research Influence Services Against Customer Satisfaction At Ajib Bakery Jakarta can be seen that the correlation coefficient test of 0.612 which means the service has a strong and positive relationship to customer satisfaction. Test t can be obtained t count of 5.414 and t table 2.00076 with the provision of two-party test-t table ≥ t then Ho is rejected and Ha accepted. The coefficient of determination test obtained result of 37,4% and 62,2% influenced by other factor which not exist in this research. Regression equation test is Y = 7.539 + 0.810X which means if there is no service then the value of customer satisfaction is 7,539 and if it increases 1 then the customer satisfaction increases by 0810. Dalam memenangkan persaingan, perusahaan harus mampu memberikan kepuasan pada pelanggan. Upaya - upaya yang akan dilakukan oleh perusahaan untuk memuaskan kebutuhan konsumen dengan berbagai strategi dan berbagai cara dengan harapan agar pelanggan merasa puas dan selanjutnya mau untuk datang kembali. Outline dalam penulisan penelitian ini menggunakan outline kuantitatif dengan metode observasi, metode kuesioner dan studi pustaka. Dari hasil penelitian Pengaruh Pelayanan Terhadap Kepuasaan Pelanggan Pada Ajib Bakery Jakarta dapat diketahui bahwa uji koefisien korelasi sebesar 0,612 yang berarti pelayanan mempunyai hubungan kuat dan positif terhadap kepuasaan pelanggan. Uji t dapat diperoleh hasil t hitung sebesar 5.414 dan t tabel 2.0076 dengan ketentuan uji dua pihak –t tabel ≥  t hitung maka Ho ditolak dan Ha diterima. Uji koefisien determinasi diperoleh hasil sebesar 37,4% dan 62,2 % yang dipengaruhi oleh faktor lain yang tidak ada dalam penelitian ini. Uji persamaan Regresi bernilai Y = 7.539 + 0.810X yang berarti jika tidak ada pelayanan maka nilai kepuasaan pelanggan sebesar 7.539 dan jika meningkat 1 maka kepuasaan pelanggan meningkat sebesar 0.810. 

scholarly journals Pengaruh Kualitas Produk, Harga Dan Kualitas Pelayanan Terhadap Kepuasan Konsumen Kedai Warsu Coffe Cafe

2019 ◽  
Vol 15 (2) ◽  
pp. 250
Author(s):  
Risatul Umami ◽  
As'at Rizal ◽  
Sumartik Sumartik
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Sampling Technique ◽  
Product Price ◽  
Descriptive Research ◽  
Good Product ◽  
Analysis Technique ◽  
Dominant Influence ◽  
Good Product Quality

This research finds out the effect of product, price and service quality toward customer satisfaction both partially and simultaneously at Warsu Coffe Cafe. It is descriptive research with a quantitative method. The data were collected using questionnaires and documentation. The populations were the consumers who visited and bought a product in Warsu Coffe Cafe. The samples were 87 respondents that were chosen by using nonprobability sampling technique with incidental sampling type. The analysis technique used multiple linear regression. The result showed that both partially and simultaneously, the product, price, and service quality affect customer satisfaction. The most dominant influence is product quality on customer satisfaction, it shows that the Warsu Coffee Cafe has good product quality.

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 IMPROVEMENT OF TEACHER’S ORGANIZATIONAL CITIZENSHIP BEHAVIOR THROUGH TRANSFORMATIONAL LEADERSHIP DEVELOPMENT AND INTERPERSONAL COMMUNICATIONS

2019 ◽  
Vol 3 (2) ◽  
pp. 76-80
Author(s):  
Nunung Nuryani ◽  
Nandang Hidayat ◽  
Henny Suharyati
Keyword(s):  
Transformational Leadership ◽  
Linear Regression ◽  
Correlation Coefficient ◽  
Interpersonal Communication ◽  
Organizational Citizenship ◽  
Organizational Citizenship Behavior ◽  
Positive Relationship ◽  
Coefficient Of Determination ◽  
Citizenship Behavior ◽  
Significant Positive Relationship

The purpose of this study is to show Teacher’s Organizational Citizenship Behavior (OCB) that can be improved by examining variables such as Transformational Leadership and Interpersonal Communication. This study uses a survey method with a correlational approach. The number of samples used was 104 people by using proportional random sampling technique. Based on the results of the study it is concluded that: (1) there is a very significant positive relationship between the Principal Transformational Leadership and Organizational Citizenship Behavior of teachers with a simple linear regression equation Ŷ = 99.53 + 0.32 X1 and the correlation coefficient value ry.1 = 0.417. The coefficient of determination r2y.1 = 0.174 means that the Transformational Leadership (X1) contributes to the teacher's Organizational Citizenship Behavior by 17.40%, (2) there is a very significant positive relationship between Interpersonal Communication with Organizational Citizenship Behavior teachers with simple linear regression equations Ŷ = 100.44 + 0.29 X2 and the correlation coefficient ry.2 = 0.349, and the coefficient of determination r2y.2 = 0.116 which means that the contribution of Interpersonal Communication (X2) to the Organizational Citizenship Behavior of the teacher is 19.60%,  (3) there is a very significant positive relationship between Transformational Leadership and Interpersonal Communication together with the Organizational Citizenship Behavior of teachers with the multiple linear regression equation Ŷ = 77.25 +0.27 X1 +0.21 X2 and the correlation coefficient value ry.12 = 0.152. The coefficient of determination r2y.12 = 0.390 means that the Principal Transformational Leadership (X1) and Interpersonal Communication (X2) together contribute to the Organizational Citizenship Behavior of teachers (Y) by 15.20%.

scholarly journals Pengaruh Kualitas Pelayanan Terhadap Peningkatan Kepuasan Pelanggan Pada Hotel Bogor

2019 ◽  
Vol 3 (1) ◽  
pp. 129-134
Author(s):  
Rani Kurniasari
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Correlation Coefficient ◽  
Quantitative Methods ◽  
Correlation Coefficients ◽  
Regression Equation ◽  
Validity And Reliability ◽  
Determination Coefficient ◽  
Average Value ◽  
Excellent Service

Excellent service quality is an important factor in increasing customer satisfaction. This study aims to determine the effect of service quality on customer satisfaction in Bogor hotels. This study uses quantitative methods by distributing questionnaires to 72 hotel customers. Questionnaire calculation uses SPSS by testing the validity and reliability of each question item followed by a test of the correlation coefficient, determination coefficient and regression equation. The results of this study are that there is a significant influence on hotel customer satisfaction. SPSS calculation results obtained the determination coefficient of 95.7%, which means that the effect of service quality on customer satisfaction is 95.7% and the remaining 4.3% is influenced by other factors. Correlation coefficients obtained results of 0.978 which means that the relationship between service quality and customer satisfaction is very strong. So from the results of the correlation coefficient obtained, it was concluded that H1 was accepted which meant that there was a significant relationship between service quality and customer satisfaction. And based on the calculation of the regression equation obtained results of Y = 2.455 + 0.959X which indicates that if the value of excellent service increases 1, then the average value of customer satisfaction will increase by 0.959.

scholarly journals The Influence of Product Quality and Service Quality on Customer Satisfaction at Mitra 10 in Depok

Jurnal Office ◽  
2020 ◽  
Vol 5 (2) ◽  
pp. 75
Author(s):  
Neneng Susanti ◽  
Jasmani Jasmani
Keyword(s):  
Statistical Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Hypothesis Testing ◽  
Product Quality ◽  
Regression Testing ◽  
Analysis Technique ◽  
Study Product

This study aims to determine the effect of product quality and service quality on customer satisfaction at Mitra 10 in Depok. The method used was explanatory research with a sample of 96 respondents. The analysis technique uses statistical analysis with regression testing, correlation, determination, and hypothesis testing. The results of this study product quality have a significant effect on customer satisfaction by 41.6%, hypothesis testing obtained significance 0,000 <0.05. Service quality has a significant effect on customer satisfaction by 42.7%, hypothesis testing obtained significance 0,000 <0.05. Product quality and service quality simultaneously have a significant effect on customer satisfaction by 52.3%, hypothesis testing obtained significance of 0,000 <0.05.

scholarly journals PENINGKATAN KOMITMEN PROFESIONAL GURU SMP MELALUI PENGUATAN EFIKASI DIRI DAN BUDAYA ORGANISASI

2020 ◽  
Vol 8 (2) ◽  
pp. 110-114
Author(s):  
Ida Zuraida ◽  
Rita Retnowati ◽  
Rais Hidayat
Keyword(s):  
Organizational Culture ◽  
Correlation Coefficient ◽  
Self Efficacy ◽  
Positive Relationship ◽  
Professional Competence ◽  
Regression Equation ◽  
Survey Method ◽  
Professional Commitment ◽  
Significant Positive Relationship ◽  
Determination Coefficient

IMPROVING THE PROFESSIONAL COMMITMENT OF SMP TEACHERS THROUGH STRENGTHENING SELF-EFFICATION AND ORGANIZATIONAL CULTUREThis study is intended to determine the efforts needed that can be implemented in order to improve the Professional Competence of Junior High School Teachers through a study of  relationship of Self-Efficacy and Organizational Culture in the Commissariat of Leuwiliang and Cibungbulang This research was conducted by using a  survey method of a correlational approach. The conclusions obtained were: 1). There was a significant positive relationship between self-efficacy and professional commitment where the correlation coefficient (ry1)was 0.853,  the regression equation Ŷ = 19.778 + 0.878X and coefficient of determination 0.783. 2). There was a significant positive relationship between organizational culture and professional commitment where the correlation coefficient (ry2) was 0.227 and a regression equation Ŷ = 119.436 + 0.266X2 and determination coefficient was 0.051. 3). There was a positive and significant relationship between self-efficacy and organizational culture and professional commitment where the correlation coefficient (ry12) was 0.853 and a regression equation Ŷ = 17.128 + 0.827x1 + 0.029x2. Determination coefficient was 0.728 4). There was a dominant relationship in self-efficacy (X1) of organizational culture (X2) on teacher professional commitment (Y),where the correlation coefficient of self-efficacy with professional commitment (ry1) was .0853. The correlation coefficient between organizational culture and professional commitment (ry2) was 0.227. 5). There were other factors that influencing or relating to increasing professional commitment, they were: a). transformational leadership, b). Organizational Citizenship Behavior (OCB), c). organizational climate, d). teacher motivation.self-efficacy; organizational culture; professional commitment

scholarly journals PENGARUH KUALITAS PELAYANAN DAN KUALITAS PRODUK TERHADAP KEPUASAN PELANGGAN PADA PT ANEKA TATA NIAGA

2020 ◽  
Vol 11 (01) ◽  
pp. 46-57
Author(s):  
Hermanto Hermanto ◽  
Nora Pitri Nainggolan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
Coefficient Of Determination ◽  
Validity And Reliability ◽  
Margin Of Error ◽  
Quality Product

The purpose of this study was to determine the effect of service quality and product quality on customer satisfaction at PT Aneka Tata Niaga using slovin sampling technique with a margin of error of 5% of 155 customers so as to produce 112 respondents who are customers at PT Aneka Tata Niaga. Data collection methods are questionnaires. Data quality test in this study uses the validity and reliability test, the classic assumption test and the influence test in this study using multiple linear regression analysis and coefficient of determination analysis (R2), while the hypothesis testing in this study uses (t test) and (F test ) by using SPSS version 23 software program. the results show that service quality has a partially significant effect on customer satisfaction and product quality has a partially significant effect on customer satisfaction, and service quality and product quality together have a significant simultaneous effect on customer satisfaction at PT Various Commerce. Keywords: Service Quality, Product Quality, Customer Satisfaction

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