PENGARUH KUALITAS LAYANAN DAN NILAI PELANGGAN TERHADAP KEPUASAN PELANGGAN TOKO SERBA ADA MATAHARI DI PONDOK GEDE PLAZA KOTA BEKASI

2017 ◽  
Vol 5 (3) ◽  
Author(s):  
Drs. Iwan Kurniawan Subagja, SE., MM. ◽  
Adista Fitriani
Keyword(s):  
Regression Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Value ◽  
Research Study ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Analysis Technique ◽  
Study Population

Business competition is currently increasingly stringent requires that marketers develop marketing strategy that is telling. Companies that win business competition can solidify the company's position to survive in the future. This research study aims to analyze the effect of service quality and customer value on customer satisfaction of Multipurpose Shop Matahari in Pondok Gede Plaza simultaneously and partially. The study population is all customers of multipurpose store Matahari. This research uses multiple linear regression analysis technique, with survey data and questionnaire to 130 respondents. The results of this study indicate that the quality of service and customer value positively and significantly affect the customer satisfaction, service quality and customer value positively and partially significant to customer satisfaction.

scholarly journals The Influence of the Dimensions of Service Quality on Customer Satisfaction at Hotels in Batu City, Indonesia

2017 ◽  
Vol 2 (3) ◽  
pp. 67-72
Author(s):  
Ludfi Djajanto
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Market Competition ◽  
Linear Regression Analysis ◽  
Original Data ◽  
Multiple Linear Regression Analysis ◽  
Jel Classification ◽  
Dominant Dimension ◽  
Analysis Technique

Objective - The number of hotels in both urban or in tourism areas has increased quite rapidly. The success and sustainability of hotel businesses is largely determined by their marketing strategy and the quality of services they provide to their customers. In choosing a hotel, customers consider both the physical appearance of the hotel as well as the quality of service provided. The rapid increase in hotels in Indonesia necessarily increases competition in the hotel industry and the rules surrounding market competition become quite strict. The aim of this research is to determine the influence of the dimensions of service quality (tangibility, reliability, responsiveness, assurance, and empathy) on customer satisfaction and to identify the most dominant dimension in terms of customer satisfaction. Methodology/Technique - The research studied 110 respondents who have stayed in several hotels located in Batu, Indonesia. The data was collected using purposive sampling techniques using questionnaires. The data analysis technique used in this research was multiple linear regression analysis. Findings – Based on the results of this research, it is concluded that the dimensions of service quality (tangibility, reliability, responsiveness, assurance, empathy) have a significant influence on customer satisfaction. In addition, the service quality dimension that has the most dominant influence on customer satisfaction is assurance. Novelty - The research supported by original data and contribute to the literature in the context of Indonesia. Type of Paper - Empirical Keywords: Service Quality; Tangibility; Reliability; Responsiveness; Assurance; Empathy; Customer Satisfaction. JEL Classification: L15, M10, M30.

PENGARUH KUALITAS LAYANAN DAN HARGA TERHADAP KEPUASAN KONSUMEN PADA KEDAI DEN BEI KOTA BEKASI

2019 ◽  
Vol 7 (2) ◽  
Author(s):  
Imam Wibowo ◽  
Linda Stefani
Keyword(s):  
Regression Analysis ◽  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Random Sampling ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
Dominant Effect ◽  
Analysis Technique

<em>This research is about The Effect of Service Quality and Price on Customer Satisfaction. This research aims to determine the simultaneous and partial effect between Service Quality and Price on Customer Satisfaction at Kedai Den Bei in Pondok Gede Bekasi. In this research the sample took 60 respondent using random sampling technique. The data that has been obtained tested using multiple linear regression analysis technique. The result that shown from this research are Service Quality and Price simultaneous and partial gave positive and significant effect on Customer Satisfaction, whereService Quality has more dominant effect to Customer Satisfaction. Thus, it can be concluded that Service Quality and Price influence Customer Satisfaction at Kedai Den Bei in Pondok Gede Bekasi</em>

scholarly journals Pengaruh Kualitas Produk, Kualitas Layanan, Citra Perusahaan, dan Nilai Pelanggan Terhadap Kepuasaan Pelanggan Indihome (Studi Kasus pada PT. Telkom Kota Semarang)

2021 ◽  
Vol 3 (2) ◽  
pp. 150-163
Author(s):  
Muhammad Syahwi ◽  
Setyo Pantawis
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Customer Value ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Corporate Image ◽  
Analysis Technique ◽  
The City ◽  
A Company

Customer satisfaction is a feeling of pleasure or displeasure with a product or service from a company. This study aims to analyze the effect of product quality, service quality, corporate image, and customer value on customer satisfaction. A total of 100 indihome customers in Semarang City were taken as samples by purposive sampling. The data analysis technique used in this research is multiple linear regression analysis. The results showed that product quality, company image, and customer value had a positive and significant effect. While the service quality variable has no effect on customer satisfaction. The customer value variable has the most dominant influence on indihome customer satisfaction in the city of Semarang.

scholarly journals Pengaruh Kualitas Pelayanan Dan Kepuasan Pelanggan Terhadap Keinginan Berbelanja Pada Coco Mart Tabanan

2020 ◽  
Vol 2 (1) ◽  
pp. 46-58
Author(s):  
Ni Wayan Ari Sudiartini ◽  
Ni Ketut Murdani ◽  
Ni Kadek Candra Dewi
Keyword(s):  
Regression Analysis ◽  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Test Results ◽  
Positive Effect

This research aims to find out how the influence of service quality and customer satisfaction to desire to shop at Coco Mart Tabanan. The data used in this research is quantitative data and then processed using multiple linear regression analysis. Population in this research were consumers who made purchases in Coco Mart Tabanan, with a sample of 60 people.Test results of multiple linear regression analysis obtained equation Y = - 0,465 + 0,236X1+ 0,289X2,  which means the quality of service variables (X1) and customer satisfaction (X2) have a significant positive effect on the desire to shop (Y). The correlation test results show that the correlation coefficient of = 0,889 lies between 0,80-1,00 which means that the effect between service quality  (X1) and customer satisfaction (X2) with shopping desire (Y) is very strong. Determination test results, adjusted amount of R2 is 0,790 this means the influence of service quality and customer satisfaction to the desire to shop for 79,0% while the remaining 21,0% influenced by other factors not examined. The results of the f test and t test show that the hypothesis which reads “ there is a significant influence between service quality (X1) and customer satisfaction (X2) on shopping desire (Y) “ can be received by testing significant level 0,000 is smaller than 0,05. 

scholarly journals Faktor Faktor Yang Mempengaruhi Kepuasan Pelanggan Smartphone Samsung Di Kota Batam

2021 ◽  
pp. 81-87
Author(s):  
Mohamad Gita Indrawan ◽  
Raymond ◽  
Dian Lestari Siregar
Keyword(s):  
Regression Analysis ◽  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Sampling Method ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
Product Promotion

This study aims to determine the effect of service quality and product promotion on customer satisfaction. This research was conducted by Samsung consumers in Batam in Batam City . The population in this study amounted to 135 people. In this research, the sampling technique used is classified as non - probability sampling technique with purposive sampling method . This study uses multiple linear regression analysis and has an R Square (R2) value in this study of 35.2%. The results of the t-test in this study are the quality of service has a positive and significant effect on customer satisfaction and product promotion has a positive and significant effect on customer satisfaction. Based on the results of the F test in this study, the results showed that Service Quality and Product Promotion together had a positive and significant effect on Samsung Customer Satisfaction in Batam City.

scholarly journals PERANAN KUALITAS PELAYANAN, HARGA DAN SUASANA PENGARUHNYA TERHADAP KEPUASAN PELANGGAN BAKSO BOEDJANGAN BINTARA

2020 ◽  
Vol 22 (01) ◽  
pp. 71
Author(s):  
Rochmad Fadjar Darmanto ◽  
Anik Ariyanti
Keyword(s):  
Regression Analysis ◽  
Data Analysis ◽  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Test Results ◽  
Analysis Method ◽  
Study Population

Service quality, price, and atmosphere influence customer satisfaction. The purpose of this study was to determine the effect of service quality, price, and atmosphere on customer satisfaction at Bakso Boedjangan Bintara. The study population was customers of Bakso Boedjangan Bintara and samples taken by 100 people. The data analysis method of this research is multiple linear regression analysis previously tested with the classic assumption test. The test results show that service quality, price, and atmosphere have an effect on customer satisfaction Bakso Boedjangan Bintara.Keywords: Service quality, price, and atmosphere influence customer satisfaction ABSTRAKKualitas pelayanan, harga dan suasana berpengaruh terhadap kepuasan pelanggan. Tujuan penelitian ini adalah untuk mengetahui pengaruh kualitas pelayanan, harga dan suasana terhadap kepuasan pelanggan Bakso Boedjangan Bintara. Populasi penelitian adalah pelanggan Bakso Boedjangan Bintara dan sampel yang diambil sebesar 100 orang. Metode analisis data penelitian ini adalah analisis regresi linier berganda yang sebelumnya diuji dengan uji asumsi klasik, Hasil pengujian menunjukkan bahwa kualitas pelayanan, harga dan suasana berpengaruh terhadap kepuasan pelanggan Bakso Boedjangan Bintara.Kata kunci: Kualitas pelayanan, harga dan suasana berpengaruh terhadap kepuasan pelanggan

scholarly journals Pengaruh Promosi dan Service Quality Terhadap Kepuasan Pelanggan Pengguna Layanan Grab-Food pada Aplikasi Grab di Singaraja

2021 ◽  
Vol 13 (1) ◽  
pp. 50
Author(s):  
Ni Luh Saras Suratni ◽  
Ni Made Dwi Ariani Mayasari
Keyword(s):  
Regression Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Linear Regression Analysis ◽  
Food Service ◽  
Multiple Linear Regression Analysis ◽  
Service Users ◽  
Analysis Technique ◽  
Sample Technique

This study was aimed to examine the effect of simultaneous and partially promotion and service quality on customer satisfaction of Grab-food service users on the Grab application in Singaraja. The number of samples in this study were 100 respondents, the sample technique used purposive sampling. The data method used a questionnaire. The data analysis technique in this research is quantitative using multiple linear regression analysis. The result of the study showed that (1) promotion and service quality has a positive and significant effect simultaneous on customer loyalty with a contribution influence of 62.1% and other variables was 37.9%. (2) promotion has a positive and significant effect partially on customer satisfaction with a contribution influence of 33.6%. (3) service quality has a positive and significant effect partially on customer satisfaction with a contribution influence of 11.2%.

scholarly journals Pengaruh Harapan Pelanggan Dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pada PDAM Kabupaten Buleleng

2021 ◽  
Vol 7 (1) ◽  
pp. 106
Author(s):  
Komang Arta Subawa ◽  
Ni Luh Wayan Sayang Telagawathi
Keyword(s):  
Regression Analysis ◽  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Customer Expectations ◽  
Customer Expectation ◽  
Service Expectations

This research aimed to examine the  customer effect expectations and service quality of customer satisfaction at PDAM Buleleng Regency both partial and simultan. The research design used a quantitative causal. PDAM Buleleng Regency customers as subject and the customer expectation, service quality, customer satisfaction as object,. The sample amounted 80 people. The data from questionnaire and then analyzed used multiple linear regression analysis. The results showed: (1) there are significant effect between customer expectations to  customer satisfaction, (2) between service expectations to customer satisfaction had a positive and significant effect, (3) between service quality to customer satisfaction had a significant effect.

scholarly journals THE INFLUENCE OF SAVING PRODUCT ATTRIBUTES AND QUALITY OF SERVICE ON BANK CUSTOMER SATISFACTION

2019 ◽  
Vol 19 (2) ◽  
pp. 61-70
Author(s):  
Cholifah Cholifah ◽  
Agus Sukoco
Keyword(s):  
Regression Analysis ◽  
Data Analysis ◽  
Customer Satisfaction ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Coefficient Of Determination ◽  
Test Technique ◽  
Analysis Technique ◽  
Branch Office

This study aims to determine the effect of savings products and service quality on customer satisfaction in the workplace. The sample in this study were 100 customers of the PT Bank Jatim Tenggilis Surabaya Branch Office. Data collection techniques in this study were observation, questionnaires, and librarian studies. While the data analysis technique used is the classical assumption test technique, multiple linear regression analysis, and hypothesis testing using SPSS 17 software. The results show that there is an influence between savings products and services on customer satisfaction. There is a positive and significant influence between savings products and services on customer satisfaction, so the hypothesis is accepted. The coefficient of determination is 0.443 which indicates that the savings products and services together can explain the customer satisfaction of the PT Bank Jatim Tenggilis Surabaya Sub-Branch Office by 44.3%, while the rest is influenced by other variables not examined. There is a relationship between savings products and services with customer satisfaction, so companies must pay more attention to the service products sold and the services provided to create customer satisfaction.

scholarly journals Pengaruh Kualitas Layanan dan Kualitas Produk Terhadap Kepuasan Nasabah Bank

2020 ◽  
Vol 1 (02) ◽  
pp. 133-140
Author(s):  
Meli Andriyani ◽  
Riski Ardianto
Keyword(s):  
Regression Analysis ◽  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Product Quality ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Research Data ◽  
Positive Effect

The bank as a service company places great importance on satisfaction through services and products. The purpose of this study was to determine the effect of service quality and product quality on customer satisfaction. The research was conducted by distributing questionnaires to 100 respondents, namely bank customers who live and have bank accounts in the Cibubur area. The research data were analyzed using multiple linear regression analysis. The study found that service quality did not affect customer satisfaction, while product quality had a positive effect on customer satisfaction.

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