scholarly journals Analysis of The Effect of Servicescape and Service Quality on Customer Satisfaction at Post Shop Coffee Tofee in Bogor City

2021 ◽  
Vol 4 (1) ◽  
pp. 66-74
Author(s):  
Riani Yunita ◽  
Muchsin S. Shihab ◽  
Dendy Jonas ◽  
Hendriyati Haryani ◽  
Yochebed Anggraini Terah
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Word Of Mouth ◽  
Strong Relationship ◽  
T Test ◽  
Quality Service ◽  
F Test ◽  
Normality Test ◽  
Joint Influence ◽  
Survey Results

This study aims to determine how servicescape and service quality affect customer satisfaction and word of mouth. This research is based on customer satisfaction as a benchmark for business continuity that can have an impact on marketing, with pre-survey results based on visitor testimonials from 20 people interviewed, as many as 55% of consumers are dissatisfied with servicescape and as many as 45% of consumers are dissatisfied with quality. service and only as much as 40% whose satisfaction affects word of mouth. This research was conducted at Post Shop Coffee Toffee Bogor City, with a total of 100 respondents with two equations, namely equation I Y1 = PY1X1 + PY1X2 + ?1 and equation II: Y2 = PY2X1 + PY2X2 + PY2Y1 + ?2. The analysis used in this research begins with the classic assumption test in the form of normality test and heteroskesdasticity test, path analysis with t test; f test; and codetermination test and coefficient test between variables. The results showed that the normality test for equation I and equation II, the value of sig. > 0.05 means that the data residuals are normally distributed. Equations I and II do not occur heteroskesdasticity, that is, they are not patterned regularly and spread above and below the number 0. The T test for equation I obtained a calculated T value of 3.885 and 5,279 greater than T table 1985, the sig value of 0.000 less than 0.05 means that H0 is rejected and H1 is accepted, it means that both servicescape and service quality have an influence on customer satisfaction. The F test for the servicescape variable and service quality obtained the calculated F value of 88,319, greater than the F table of 3.090 and the sig 0,000 value smaller than 0.05, meaning that H0 is rejected and H1 is accepted. The contribution of the influence of X1 servicescape and X2 service quality on Y1 customer satisfaction amounted to 64.6%. T test for equation II, it is obtained that the value of T count is greater than T table 1.985, the sig value of 0.000 is less than 0.05, which means that service quality and customer satisfaction have an influence on word of mouth on consumers of Post Shop Coffee Tofee in Bogor City. The F test for the servicescape variable, service quality and customer satisfaction obtained a calculated F value of 129,419 greater than the F table of 2,699 and a sig 0,000 value less than 0.05, meaning that there is a joint influence between servicescape, service quality and customer satisfaction on word of mouth. The contribution or contribution of the influence of servicescape (X1), service quality (X2) and customer satisfaction (Y1) to word of mouth (Y2) is 80.2%. The correlation between customer satisfaction and word of mouth is 0.874 which means that customer satisfaction has a strong relationship. very strong against word of mouth.

scholarly journals PENGARUH KUALITAS PELAYANAN, HARGA DAN LOKASI TERHADAP KEPUASAN KONSUMEN (Studi Kasus Pada Konsumen Paras Snack Di Kabupaten Boyolali Tahun 2019)

2020 ◽  
Vol 8 (2) ◽  
pp. 41-48
Author(s):  
Isnaini Sholikah ◽  
Unna Ria Safitri ◽  
A. Fidhdiarr Ariestanto T N K
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Quantitative Methods ◽  
T Test ◽  
Test Reliability ◽  
Validity And Reliability ◽  
F Test ◽  
Independent Variables ◽  
Normality Test ◽  
A Value

The research objective is to determine the effect of price, location, and service quality variables on customer satisfaction. 100 respondents who were used as samples were involved in filling out the questionnaire, taken from Paras Snack consumers. Collecting data using questionnaires with the Accidential Sampling Method, and analysis using quantitative methods. The validity and reliability tests were used in the data instrument testing, and the normality test, multicollinearity test, heteroscedasticity test, autocorrelation test were used to analyze the data, the t test and F test and the determination test (R2) were used to test the hypothesis. Validity test, reliability test and classical assumption test whose data have been met are then processed to produce a regression equation: Y = 4,475 + 0.126 X1 + 0.348 X2 + 0.374. Partially service quality variables do not affect customer satisfaction variables, while variables that affect customer satisfaction partially are price and location variables as indicated by hypothesis testing using the t-test. Then the results of the F test are shown simultaneously the influence of the three independent variables on the dependent variable. It is stated from the results of the determination test (R2) that the value of the Adjusted R Square is 0.811, which means that the dependent variable of customer satisfaction with a value of 81.1% can be explained by the three independent variables, namely the variable price, location and service quality and the remaining 18.9% value is explained by the variable outside of research.  

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 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 The Effect of Product Quality, Service Quality, Customer Value on Customer Satisfaction And Word Of Mouth

2018 ◽  
Vol 1 (3) ◽  
Author(s):  
AFIF SYAIFUL RACHMAN
Keyword(s):  
Data Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Customer Value ◽  
Sampling Method ◽  
Word Of Mouth ◽  
Quality Service ◽  
Convenience Sampling ◽  
Positive Effect

This study aims to find out "The Effect of Product Quality, Service Quality, Customer Valueon Customer Satisfaction and Promotion of Mouth to Mouth". The population in this studywere Telkom customers of IndiHome. This study uses a sample of 150 respondents. Thesampling technique was carried out by convenience sampling method. Data analysis usespath analysis. The results of the analysis show that product quality, service quality,customer value have positive effect on the customer satisfaction of Telkom IndiHome,Purwokerto, (2) Service quality has a positive effect on the customer satisfaction and wordof mouth

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.

scholarly journals Pengaruh harga dan kualitas pelayanan terhadap kepuasan pelanggan maskapai penerbangan Batik Air Banda Aceh

2020 ◽  
Vol 9 (1) ◽  
Author(s):  
Yahya - Yahya ◽  
Zenitha - Maulida ◽  
Yusra - Yusra ◽  
Lidya - Makmur
Keyword(s):  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Confidence Level ◽  
T Test ◽  
Satisfaction Level ◽  
F Test ◽  
Independent Variable ◽  
Banda Aceh

The aim of this study is to investigate the influence of price and service quality toward the customer satisfaction of Batik Air Banda Aceh. 96 respondents of this study are collected through a questionnaire. The hypothesis was tested using multiple linear regression, F-test, and t-test, to know simultaneously and partially the influence of independent variable toward the dependent variable at a 95% confidence level (α = 0.05). The result, based on the t-test and partial test, shows that price and service quality influence the customer satisfaction level of Batik Air in Banda Aceh. Implication and suggestion also discussed in this study.

scholarly journals PENGARUH KUALITAS PRODUK, PERSEPSI HARGA, DAN KUALITAS LAYANAN TERHADAP KEPUASAN KONSUMEN

2021 ◽  
Vol 15 (2) ◽  
pp. 97
Author(s):  
Jonathan Herdioko ◽  
Valentcio Luwiska W
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
T Test ◽  
Validity And Reliability ◽  
F Test ◽  
Probability Sampling ◽  
Price Perception

ABSTRAK Penelitian ini bertujuan untuk mengetahui pengaruh kualitas produk, persepsi harga, dan kualitas pelayanan terhadap kepuasan konsumen pada Toko Tekstil Mac Mohan, Solo. Populasi dalam penelitian ini adalah penduduk Kota Solo. Teknik penyampelan menggunakan non-probability sampling dengan pemilihan 100 responden yang pernah membeli produk di Mac Mohan Solo. Teknik pengumpulan data dilakukan dengan menyebarkan kuesioner yang telah diuji validitas dan reliabilitasnya. Metode analisis regresi linier berganda digunakan dengan uji R2, uji F, dan uji t. Hasil pengujian menghasilkan nilai sig uji F sebesar = 0,00, artinya secara simultan variabel kualitas produk, persepsi harga, dan kualitas pelayanan berpengaruh signifikan terhadap kepuasan konsumen. Hasil uji t menunjukkan bahwa kualitas produk, persepsi harga, dan kualitas layanan secara parsial berpengaruh signifikan terhadap kepuasan pelanggan. Kata Kunci: kualitas produk, persepsi harga, kualitas layanan, kepuasan pelanggan ABSTRACTThis study aims to determine the effect of product quality, price perception, and service quality toward customer satisfaction at Toko Tekstil Mac Mohan, Solo. The population in this study are the residents of Solo. Non-probability sampling method is adopted with a selection of 100 respondents who have bought products at Mac Mohan Solo. Data collection techniques were carried out by distributing questionnaires that had been tested for validity and reliability. The multiple linear regression analysis method is used with R2 test, F test, and t test. The test results produce a sig value of F test of = 0.00, meaning that simultaneously, the variable product quality, price perception, and service quality have a significant effect on customer satisfaction. The t test shows that product quality partially, price perception, and service quality partially have a significant effect on customer satisfaction. Keywords: product quality, price perception, service quality, customer satisfaction

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.

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