PENGARUH KUALITAS PELAYANAN DAN KEPERCAYAAN TERHADAP LOYALITAS NASABAH PT BANK MANDIRI,Tbk CABANG JAKARTA KELAPA GADING BARAT

2015 ◽  
Vol 3 (3) ◽  
Author(s):  
Imam Wibowo ◽  
Santi Putri Ananda
Keyword(s):  
Linear Regression ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Analysis Tool ◽  
Positive Contribution ◽  
Homogeneous Population ◽  
Independent Variables ◽  
Research Population ◽  
The Impact

Purpose-To study the impact of the service quality and trust on customers loyalty of PT.Bank Mandiri,Tbk; Kelapa Gading Barat Branch. To improve the customers loyalty there are several factors that can influence them, such as service quality and trust. Methodology/approach-The research population was all customers PT.Bank Mandiri,Tbk;Kelapa Gading Barat Branch.According to the homogeneous population and based on the Gay and Diehl Theory, the samples taken were 50 people. Variables in this investigations consisted of: a).Independent Variables (exogenous): Service Quality (X1) and Trust (X2). b).The dependent variable (endogenous) Customers Loyalty (Y). Analysis tool being used is multiple linear regression which previously conducted validity and realiability. Findings-The result of investigations that service quality and trust simultaneously have a very strong contribution of 75,5% to the customers loyalty, and partially showed that service quality has significant and positive contribution to the customers loyalty of 64,8%. Partially, the trust variable has significant and positive contribution which amounted to 55,9% to the customers loyalty.

scholarly journals PENGARUH KETERSEDIAAN FITUR LAYANAN DAN KUALITAS PELAYANAN TERHADAP MINAT NASABAH DALAM MENGGUNAKAN BCA MOBILE DI WILAYAH JABODETABEK

account ◽  
2021 ◽  
Vol 8 (1) ◽  
Author(s):  
Marthauli Marthauli ◽  
Elly Mirati ◽  
Rahmanita Vidyasari
Keyword(s):  
Linear Regression ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Central Asia ◽  
Mobile Users ◽  
Mobile Banking ◽  
Independent Variables ◽  
Joint Contribution

ABSTRACT  In 2019, the number of BCA mobile banking transactions has increased by 99.2% and the number of BCA Mobile banking users has increased by 28.57%. This shows that the BCA mobile banking application is accepted by the majority of BCA bank customers, but in fact there are still many complaints from BCA Mobile users. Research aims to understand the effect of Service Feature Availability and Service Quality on Customers Interest in Using BCA Mobile in the Jabodetabek Area. The sample taken is 100 customers of Bank Central Asia. The analyze technique used is multiple linear regression with SPSS Version 26.0. The results shows that the Service Feature Availibility and Service Quality partially effect significantly of interest customers in using BCA Mobile in the Jabodetabek Area. All independent variables, have a joint contribution of 49.2% to the customers interest in using the BCA Mobile in the Jabodetabek Area.    Keywords: Service Feature, Service Quality, Customer Interest, BCA Mobile, Jabodetabek. ABSTRAK Pada tahun 2019, jumlah transaksi BCA mobile banking mengalami kenaikan sebesar 99,2%  dan jumlah pengguna BCA mobile banking mengalami kenaikan sebesar 28,57%. Hal ini menunjukkan bahwa aplikasi BCA mobile banking diterima dan diminati oleh sebagian besar nasabah bank BCA, tetapi kenyataannya masih banyak diterima keluhan dari pengguna BCA Mobile. Penelitian ini bertujuan untuk menganalisis pengaruh ketersediaan fitur layanan dan kualitas pelayanan terhadap minat nasabah dalam menggunakan BCA Mobile di wilayah Jabodetabek Sampel dalam penelitian ini terdiri dari 100 nasabah Bank Central Asia. Teknik analisis yang digunakan adalah regresi linear berganda dengan alat bantu analisis yaitu SPSS Versi 26.0. Hasil penelitian ini menunjukkan bahwa variabel ketersediaan fitur layanan dan kualitas pelayanan secara parsial berpengaruh signifikan terhadap minat nasabah dalam menggunakan BCA Mobile di wilayah Jabodetabek. Seluruh variabel bebas yaitu, ketersediaan fitur layanan dan kualitas pelayanan mempunyai kontribusi secara bersama-sama sebesar 49,2% terhadap minat nasabah dalam menggunakan BCA Mobile di wilayah Jabodetabek.    Kata kunci: Fitur Layanan, Kualitas Pelayanan, Minat Nasabah, BCA Mobile, Jabodetabek

scholarly journals PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN PADA PERUSAHAAN MASTER PIECE KARAOKE DI KOTA BENGKULU

2021 ◽  
Vol 9 (1) ◽  
pp. 50-58
Author(s):  
Yudi Irawan Abi
Keyword(s):  
Linear Regression ◽  
Data Collection ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Consumer Satisfaction ◽  
Sampling Technique ◽  
Coefficient Of Determination ◽  
Sampling Techniques ◽  
Analysis Tool ◽  
Test Result

The purpose of this study was to determine the effect of   tangible, reliability, responsiveness, assurance  and empathy of service quality to consumer satisfaction of Master Piece Karaoke in Bengkulu. The sampling technique in this study using purposive sampling techniques and data collection is done by distributing questionnaires to the respondents. The questionaires were distributed to the 100 respondent of Master Piece Karaoke in Bengkulu. The analysis tool used is multiple linear regression using SPSS 16. Hypothesis testing using the T test. Result shows that  partially, tangible, reliability, responsiveness, assurance  and empathy variables has significant effect on consumer satisfaction  of Master Piece Karaoke in Bengkulu. Based on the analysis of known coefficient of determination value of Adjusted R Square is  0.477, this means 47,7% variable consumer satisfaction is influenced by variables service quality.

scholarly journals The Impact of Leadership, Motivation and Discipline on Employee Performance (a Study on Employees of PT Surabaya Marine)

2021 ◽  
Author(s):  
Eva Trisnawati Chumairoh ◽  
Trianggoro Wiradinata
Keyword(s):  
Regression Analysis ◽  
Data Analysis ◽  
Linear Regression ◽  
Multiple Linear Regression ◽  
Employee Performance ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Independent Variables ◽  
Leadership Motivation ◽  
The Impact

This purpose of this study was to determine the effect of leadership, motivation and discipline on employee performance. The independent variables were leadership (X1), motivation (X1) and discipline (X3). The dependent variable was employee performance (Y). This was explanatory research with a quantitative approach. The study was conducted at PT Surabaya Marine with employees. Data analysis was carried out through multiple linear regression analysis with the F test and t test. Employee performance was strongly influenced by leadership, motivation and discipline. Keywords: leadership, motivation, discipline, employee performance

scholarly journals Servicescape and Service Quality in Creating Customer Loyalty

2021 ◽  
Vol 2 (4) ◽  
pp. 274-281
Author(s):  
Aldina Shiratina ◽  
Adnan Rajak ◽  
Yanto Ramli ◽  
Nuri Putria Nirba Nirwana
Keyword(s):  
Linear Regression ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Customer Loyalty ◽  
Quantitative Method ◽  
Quality Service ◽  
Unit Of Analysis ◽  
Significance Level ◽  
The Impact ◽  
Method Approach

The development of cooperatives is currently starting to stagnate. This study aims to reveal this research. This research aims to analyze the effect of Servicescape on customer loyalty, the impact of Servicescape on service quality, the impact of service quality on customer loyalty, and the impact of Servicescape on customer loyalty mediated by service quality. This research uses a quantitative method approach. The unit of analysis in this study was all female members of the Padalarang Partnership Village Cooperative in 2016, totaling 125 people consisting of active and passive female members. The population in this study amounted to 125 people and a set precision or a significance level of 0.05, so the sample size in this study was 95 members as respondents. This study was analyzed using multiple linear regression for verification analysis. The findings in this study are Servicescape affects service quality, service quality affects the loyalty of female members, and Servicescape affects the loyalty of female members.

scholarly journals PENGARUH PROMOSI DAN KUALITAS PELAYANAN TERHADAP MINAT BERKUNJUNG WISATAWAN DOMESTIK KE MUSEUM SURABAYA

Jurnal IPTA ◽  
2021 ◽  
Vol 9 (1) ◽  
pp. 54
Author(s):  
Syahrul Hidayat ◽  
I Ketut Suwena ◽  
N.G.A.S. Dewi
Keyword(s):  
Quality Of Service ◽  
Linear Regression ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Sampling Technique ◽  
Tourist Attraction ◽  
Independent Variables ◽  
Alternative Tourism ◽  
Regression Test

Surabaya City currently lacks of potential natural tourism, Surabaya needs new alternative tourism to increase tourists to visit Surabaya by making museum tours become a tourist attraction. One of the factors that influencing tourists to visit are the promotion factor and service quality. This research was conducted to find out the influence of promotion and service quality towards interest to visit to museum Surabaya. The promotion aims to provide & attract tourists to visit. The quality of service is needed so that tourists feel comfortable to visit the museum and desire to revisit museum. The accidental sampling technique used by distributing questionnaires to 100 local tourists who visiting the museum . Multiple linear regression was used to measure the effect of independent variables on the dependent variable using SPSS version 24.0. The results of this research showed that the promotion variable (X1) does not partially had a positive and significant effect on tourit interest (Y) with t-count 1,629 < t-table 1,984. Service quality variable (X2) partially had a positive and significant effect with t-count 6,907 > t-table 1,984.Promotion variable (X1),and service quality variable (X2) simultaneously have a positive and significant effect with F-count 35,561 > F-table 3.939. Based on the results of multiple linear regression test, obtained the regression equation is Y = 13,849 + 0,200 X1 + 0,366 X2 + e with the correlation coefficient of 0.650 and the determination coefficient of 0.411 (41,1%).

scholarly journals COVID 19: THE IMPACT OF DEMAND, SUPPLY, AND LABOR

2020 ◽  
Vol 4 (5) ◽  
pp. 60-73
Author(s):  
Hantono
Keyword(s):  
Regression Analysis ◽  
Linear Regression ◽  
Data Collection ◽  
Regression Model ◽  
Multiple Linear Regression ◽  
Sampling Method ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Independent Variables ◽  
The Impact

This study aims to determine the effect of 1) demand, 2) supply, 3) labor, 4) covid 19. The sampling in this research was conducted by using a incidental sampling method. Methods of data collection through questionnaires that have been distributed to 100 respondents who have met criteria. With multiple linear regression analysis, it shows that the demand, supply, labor both partial and simultaneous have significant effect on covid 19. It can be concluded that mitigation of demand, supply, labor towards covid 19. The results of t test showed that demand is approved and indicates demand has great impact on affecting the covid 19, supply is not approved and indicates supply has less impact on affecting the covid 19, labor is approved and indicates labor has great impact on affecting the covid 19. The results of f test showed that both of the independent variables are simultaneously affecting the covid 19. The result of R Square of the regression model is 0.216 which shows that 21,6 % of mitigation of covid 19 can be explained by demand, supply, labor. Whereas, the 78,4% of covid 19 variable can be explained by other factors or variables which are not examined in this research.

The Effect of Service Quality Dimension on Taxpayers’ Satisfaction (Study at Howard Tax Consultant)

2020 ◽  
Vol 18 (3) ◽  
pp. 62
Author(s):  
Gladys Greselda Gosal ◽  
Christina Whidya Utami
Keyword(s):  
Regression Analysis ◽  
Linear Regression ◽  
Service Quality ◽  
Linear Regression Analysis ◽  
Likert Scale ◽  
Independent Variables ◽  
Quality Dimension ◽  
Multi Linear Regression ◽  
The Impact

This research aims to explore the impact of service quality towards the satisfaction of taxpayers who use the services of Howard Tax Consultant. Dimensions of the service quality that are used as independent variables are flexibility, reliability, assurance, tangibles, and responsiveness, meanwhile the dependent variable is taxpayers’ satisfaction. All members of the population are taken as the sample of the research, with total of 50 respondents, among those are 35 individual taxpayers and 15 corporate taxpayers. Data was collected through questionnaire with 24 indicators with Likert scale, and was analyzed using multi-linear regression analysis. The result of multi-linear regression analysis shows that flexibility, reliability, assurance, tangibles, and responsiveness are significantly and positively correlated to the satisfaction of taxpayers who use the services of Howard Tax Consultant, and therefore it is concluded that all the hypothesis in this research are upheld.

The Impact of Climate Change on Agriculture in Morocco: An Econometric Study

2020 ◽  
Vol 1 (2) ◽  
pp. 19-28
Author(s):  
Faycel Tazigh
Keyword(s):  
Climate Change ◽  
Linear Regression ◽  
Regression Model ◽  
Multiple Linear Regression ◽  
Linear Regression Model ◽  
Multiple Linear Regression Model ◽  
Independent Variables ◽  
Temperature And Precipitation ◽  
The Impact ◽  
The Relationship

This paper aims to analyze the relationship that may exist between climate change and cereal yield in Morocco. In order to study this correlation between variables, we used the most common form of regression model which is the multiple linear regression model. There are two main uses of multiple linear regression model. The first one is to quantify the weight of impact that the independent variables had on the dependent variable. The second use is to predict not only the relationship that may found between variables but also their impacts. In our case, we have chosen temperature and precipitation as an independent variables and cereal yield as dependent variable.

The Impact Of E-Service Quality To Wards Customre Satisfaction On The User Of Internet Banking In PT. Bank Rakyat Indonesia Tbk (Persero)

2021 ◽  
Vol 2 (4) ◽  
pp. 1415-1422
Author(s):  
Deni Ardiansyah ◽  
Lies Handrijaningsih
Keyword(s):  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Internet Banking ◽  
Primary Data ◽  
Coefficient Of Determination ◽  
Banking Service ◽  
Electronic Service ◽  
The Impact

This research aims to analyze the impact of electronic service quality which consists of efficiency, fulfillment, reliability, privacy, responsiveness, contact, and compensation towards the customer satisfaction on the user of internet banking in PT Bank Rakyat Indonesia, Persero. Customer satisfaction is an urgent matter in banking and is one of the company duty to create that satisfaction out of every single service provided. The sample used in this research are respondents which are customers who use internet banking service from BRI. The data used in this research is primary data collected by conducting online questionnaires to 150 respondents. Analyzing technique used is validity, reliability, classical assumption, multiple linear regression, t, F, and the coefficient of determination test. The result shows that simultaneously, electronic service quality which consists of efficiency, fulfillment, reliability, privacy, responsiveness, contact, and compensation do have an impact towards customer satisfaction on the user of internet banking service of BRI. The finding on partial test shows that efficiency, fulfillment, contact and compensation has an impact towards customer satisfaction whereas reliability, privacy, and responsiveness do not.  

scholarly journals ANALISA KUALITAS PELAYANAN, KEPERCAYAAN DAN KEAMANAN TERHADAP TINDAKAN PEMBELIAN PRODUK SECARA ONLINE

2020 ◽  
Vol 2 (4) ◽  
pp. 218-223
Author(s):  
Indah Handaruwati
Keyword(s):  
Linear Regression ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Total Sample ◽  
Regression Equation ◽  
Analysis Tool ◽  
Quality Factors ◽  
F Test ◽  
Online Purchases

This study will examine the Analysis of Service Quality, Trust and Safety of Online Purchasing Actions. The purpose of this research is to find out how far the role of service quality, trust and security will be in online purchasing and to provide an overview of consumer behavior when considering making a purchase. This study uses a questionnaire as a research instrument to obtain data from consumers who make online purchases with a total sample of 30 people. The analysis tool that will be used is Multiple Linear Regression to test the effect of the independent variable on the dependent variable. The results of the multiple linear regression equation are obtained Y = 0.256 0.613+ 0.115+ e Based on the regression equation, the variables of Service Quality, Trust and Safety all have an influence on Online Purchasing Actions. Results of the F-test. From testing using the F test, it was found 76.513. This figure means that the effect of Service Quality, Trust and Security on Online Purchasing Actions is 76,513. Meanwhile, from the results of the t test there is a relationship between service quality factors of 4,657, security of 6,628, and trust of 4,751. Of the three factors, the security factor is the dominant influence.  Keywords: Quality of service, Trust, Security and Online Purchasing Actions

Sign in / Sign up

Export Citation Format

Share Document