scholarly journals HUBUNGAN PERSEPSI MUTU PELAYANAN DENGAN KEPUASAN PELANGGAN

2018 ◽  
Vol 4 (1) ◽  
pp. 23-29
Author(s):  
KARTIKA SARI LUBIS
Keyword(s):  
Regression Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Linear Regression Analysis ◽  
Coefficient Of Determination ◽  
Analysis Method ◽  
Simple Linear Regression ◽  
Independent Variables ◽  
The Impact ◽  
Program Version

This study aims to determine the impact of service quality on customer satisfaction in UPT. The Environmental Health office and Laboratory Riau Province. Respondents in this study were patient in Laboratory of Dinas Kesehatan Provinsi Riau of 96 people. Based on the results of hypothesis testing using simple linear regression analysis method and processed by using SPSS program version 16.0, the results obtained that In the coefficient of determination (R²), obtained value R = 0.585 this means the influence of independent variables (Service Quality) to the dependent variable (Customer Satisfaction) is 58.5%. While the remaining 41.5% is influenced by other variables that are not included in this regression model.Keywords: Service Quality, Customer Satisfaction

scholarly journals Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan di UPTD Laboratorium Kesehatan Provinsi Jawa Barat

2021 ◽  
Vol 9 (2) ◽  
pp. 486-492
Author(s):  
Sheline Nurpadila Julipani ◽  
Zahwa Aulia Syafitri
Keyword(s):  
Regression Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Research Method ◽  
Quantitative Research ◽  
Linear Regression Analysis ◽  
Coefficient Of Determination ◽  
Simple Linear Regression ◽  
West Java ◽  
The Subject

This study aims to determine the effect of service quality on customer satisfaction at the UPTD Health Laboratory of West Java Province. The research method used is a quantitative research method with data collection techniques through observation, interviews, distributing questionnaires and conducting literature studies related to the subject matter. Based on the results of the research, the correlation value (R) of 0.693 means that the influence of Service Quality (variable X) on Customer Satisfaction (variable Y) at the UPTD Health Laboratory of West Java Province can be categorized as strong because it is in the range (0.600-0.799). The results of the simple linear regression analysis show that the coefficient of determination (R Square) is 0.481 or 48.1%, which means that customer satisfaction at the UPTD Health Laboratory of West Java Province is influenced by service quality by 48.1%. While the remaining 51.9% is influenced by other variables or factors outside of service quality.

scholarly journals Pengaruh Kualitas Pelayanan Dan Promosi Terhadap Kepuasan Pelanggan OVO (Studi Kasus Pada Mahasiswa STIE Eka Prasetya)

2020 ◽  
Vol 6 (2) ◽  
pp. 9-20
Author(s):  
Muammar Rinaldi
Keyword(s):  
Regression Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Descriptive Analysis ◽  
Linear Regression Analysis ◽  
Personal Selling ◽  
Multiple Linear Regression Analysis ◽  
Coefficient Of Determination ◽  
Validity And Reliability ◽  
Quantitative Descriptive

The purpose of this study is to determine the effect of Service Quality and Promotion on OVO Customer Satisfaction. The research methodology used is quantitative descriptive method, the unit of analysis in this study is STIE Eka Prasetya and the observation unit is students from STIE Eka Prasetya. The population in this study were 993 respondents from STIE Eka Prasetya. The technique of determining the number of samples used in this study is the Slovin formula and amounted to 91 respondents. The research method used is the technique of data collection through the distribution of questionnaires that conducted systematically based on research objectives. The analytical method used to solve problems and prove hypotheses is descriptive analysis and regression analysis. This analysis includes validity and reliability, classic assumption tests, multiple linear regression analysis, hypothesis testing through t and F tests, and the coefficient of determination (R2) test. The results of the t test show that the variable Service Quality has a positive and significant effect on OVO Customer Satisfaction, and the Promotion variable has a positive and significant effect on OVO Customer Satisfaction. The results of the F test show that the Service Quality and Promotion simultaneously effect the Customer Satisfaction. The result of coefficient of determination test results (R2) shows that Customer Satisfaction was effected by Service Quality and Promotion variables, while the remaining is explained by other variables such as perception, digital marketing and personal selling that are not discussed in this study.

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.

scholarly journals Peran Kualitas Pelayanan dengan Aplikasi PLN Mobile dalam Meningkatkan Kepuasan Pelanggan

2019 ◽  
Vol 1 (2) ◽  
pp. 356-364
Author(s):  
Shintya Yuliana ◽  
Nor Norisanti ◽  
Faizal Mulia
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Mobile Application ◽  
Quantitative Methods ◽  
Linear Regression Analysis ◽  
Test Reliability ◽  
Coefficient Of Determination ◽  
Simple Linear Regression ◽  
Analysis Technique

The purpose of this study is to study the quality of service using the PLN Mobile Application in increasing customer satisfaction with quantitative methods at PT. PLN (Persero) Rayon Cikembar, Sukabumi Regency. The research method used is a quantitative method. The analysis technique used is the validity test, reliability test, simple linear regression analysis, including the coefficient of determination test and hypothesis testing using partial testing (t test). The results of the study, obtained an R number of 0.232 in the category 0.00 - 0.199, which means a low relationship between service quality and customer satisfaction. Conclusions, each Service Quality (X) variable in this study can represent each variable and can be used by future researchers. Keywords: Service Quality, Customer Satisfaction.

scholarly journals PENGARUH KUALITAS PRODUK DAN KUALITAS LAYANAN TERHADAP KEPUASAN PELANGGAN DALAM MENGGUNAKAN JASA BUILDING AUTOMATIC SYSTEM PT. AZBIL BERCA INDONESIA

2019 ◽  
Vol 7 (1) ◽  
Author(s):  
H. Nuridin, ◽  
Tiarah Tiarah
Keyword(s):  
Regression Analysis ◽  
Quantitative Analysis ◽  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Automatic System ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Coefficient Of Determination

<em>The research objective was to determine the effect of product quality and service quality on customer satisfaction in using Building Automatic System services at PT. Azbil Berca Indonesia. The analytical method was used, is quantitative analysis, with using test instruments, coefficient of determination, and multiple linear regression analysis. Simultaneously test of product quality variables and service quality on customer satisfaction in using Building Automatic System services at PT. Azbil Berca Indonesia, was indicated by F count is bigger than F table or with sig. prob is smaller than 0.05. Considering these results, the hypothesis Ho is rejected, Ha is accepted, which mean there is a simultaneously effect of product quality and service quality on customer satisfaction in using Building Automatic System services at PT. Azbil Berca Indonesia</em>

scholarly journals PENGARUH DISIPLIN, PENDIDIKAN DAN LINGKUNGAN KERJA TERHADAP KINERJA KARYAWAN DI SUPERMARKET PAMELLA SATU KOTA YOGYAKARTA

2016 ◽  
Vol 5 (1) ◽  
Author(s):  
Vernita Meilina Putri Herawati
Keyword(s):  
Regression Analysis ◽  
Performance Analysis ◽  
Linear Regression ◽  
Work Environment ◽  
Linear Regression Analysis ◽  
Analysis Method ◽  
Simple Linear Regression ◽  
Simple Linear Regression Analysis ◽  
Independent Variables ◽  
Education Work

This research have purpose to a) know effect discipline toward employees performance, b) know effect education toward employees performance, c) know effect work environment toward employees performance, d) know effect discipline, education, and work environment in simultaneous toward Supermarket Pamella Satu’s employees performance. Analysis method is simple linear regression analysis. Result of research represent that discipline, education, work environment are not effect toward Pamella Satu Supermarket’s employees performance in partially and simultaneous. That’s can see from Adjusted R2 value, three independent variables give little contributions (4,1%) toward employees performance so 95,9% from other factors. Keywords: discipline, education, work environment

scholarly journals PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH PADA PT. BANK RAKYAT INDONESIA (PERSERO) Tbk.UNIT BENGO CABANG WATAMPONE

2020 ◽  
Vol 4 (1) ◽  
pp. 98-113
Author(s):  
Samsul Rizal ◽  
Abdul Rahman Rahim ◽  
Eka Wardiana
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Quality Data ◽  
Statistical Techniques ◽  
Simple Linear Regression ◽  
Independent Variables ◽  
Research Population ◽  
Positive Effect

The purpose of this study was to determine the effect of service quality on customer satisfaction at PT. Bank Rakyat Indonesia (Persero) Tbk. Unit Bengo  Branch Watampone. This research was conducted at PT. Bank Rakyat Indonesia (Persero) Tbk. Unit Bengo Branch Watampone, the research population is all customers of PT. Bank Rakyat Indonesia (Persero) Tbk. Unit Bengo Branch Watampone Unit which was met at the time of the research, where the population was 500 customers while the sample size was determined using incidental sampling technique, which was 84 respondents. Data collection uses descriptive statistical techniques, simple linear regression analysis, and hypothesis testing. The results of data analysis obtained t count of 7.669 while t table amounted to 1.98932, so the t test hypothesis variable service quality has a positive effect on customer satisfaction. From the calculation of SPSS obtained R = 0.646, with R2 = 0.418 or 41.8%, the amount of customer satisfaction has been explained in the service quality data. While the rest, which is 0.582 or 58.2%, information about the amount of customer satisfaction cannot be explained by these independent variables.

scholarly journals PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PADA KANTOR POS SINDANGLAYA CIPANAS

2021 ◽  
Vol 1 (1) ◽  
pp. 1
Author(s):  
Sirojudin Siroj ◽  
Desti Nurwidiawati ◽  
Asrti Mailani ◽  
Rizki Alyan Syachwaldi ◽  
Agus Irawan ◽  
...  
Keyword(s):  
Regression Analysis ◽  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Linear Regression Analysis ◽  
Field Research ◽  
Post Office ◽  
Simple Linear Regression ◽  
Significance Level ◽  
Simple Linear Regression Analysis

ABSTRAKTujuan penelitian ini adalah untuk mengetahui pengaruh kualitas pelayanan terhadap kepuasan pelanggan pada kantor pos Sindanglaya. Jenis penelitian ini adalah field research dengan pendekatan kuantitatif. Populasi dalam penelitian ini adalah seluruh pelanggan yang menggunakan jasa pelayanan pengiriman barang di kantor pos Sindanglaya Kecamatan Cipanas, Kabupaten Cianjur. Sampel yang diambil sebanyak 100 responden. Teknik pengumpulan data menggunakan kuesioner. Teknik analisis data menggunakan uji analisis regresi linier sederhana. Hasil penelitian ini menunjukkn bahwa variabel kualitas pelayanan memiliki t hitung yang bernilai positif sebesar 0,5688 dengan taraf signifikansi 0,000 diatas signifikansi 0,05 (0,000 < 0,05). Dengan demikian t hitung t tabel (5,688 > 1,984), maka H0 ditolak dan Ha diterima. Sehingga dapat dinyatakan bahwa Kualitas Pelayanan memiliki pengaruh signifikan terhadap Kepuasan Pelanggan pada PT. Pos Sindanglaya. Adapun persamaan analisis regresi linier sederhananya yaitu: Ŷ = 9,118 + 0,139X. ABSTRACTThe purpose of this study was to determine the effect of service quality on customer satisfaction at the Sindanglaya post office. This type of research is field research with a quantitative approach. The population of this study were all customers of the Sindanglaya Post Office. The data collection technique used a questionnaire. The data analysis technique used simple linear regression analysis. The population in this study were all customers who used the delivery service at the Sindanglaya post office. Samples taken were 100 respondents. The results of this study indicate that the service quality variable has a positive t count of 0.5688 with a significance level of 0.000 above the significance of 0.05 (0.000 <0.05). Thus t count t table (5.688> 1.984), then H0 is rejected and Ha is accepted. So it can be stated that Service Quality has a significant influence on Customer Satisfaction at PT. POS. Sindanglaya. Simple linear regression analysis Ŷ = 9,118 + 0,139X.

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

SERVICE QUALITY DAN WORD OF MOUTH TERHADAP KEPUTUSAN NASABAH MENGGUNAKAN BRIMO DI BANK RAKYAT INDONESIA KCP URIP SUMOHARJO SOLO

2020 ◽  
Vol 4 (02) ◽  
Author(s):  
Ines Nur Isti Haryanti ◽  
Siti Maryam ◽  
Burhanudin Ahmad Yani
Keyword(s):  
Service Quality ◽  
Sampling Method ◽  
Word Of Mouth ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
Coefficient Of Determination ◽  
Analysis Method ◽  
Independent Variables ◽  
Simultaneous Testing

This study aims to determine partial and simultaneous Service Quality and Word Of Mouth on customer decisions to use Brimo at Bank Rakyat Indonesia KCP Urip Sumoharjo Solo. The population in this study were customers of Bank Rakyat Indonesia KCP Urip Sumoharjo Solo. The sampling technique uses the incidental random sampling method. Based on this method, a sample of 100 customers was obtained. The data analysis method used in this study is to use multiple linear regression analysis. Based on the results of simultaneous testing (F test), it shows that the independent variables ( Service Quality and Word Of Mouth) have a positive and significant effect on the dependent variable (customer decisions). Based on partial testing (t test), it shows that the variable Service Quality and Word Of Mouth have a positive and significant effect on customer decisions. Based on the test of the coefficient of determination (R2) obtained 44.3%, these results indicate that the dependent variable (Nasaban's decision) can be explained by independent variables ( Service Quality and Word Of Mouth), while the remaining 56.7% is influenced by variables outside of this study. Keywords: Service Quality , Word Of Mouth, Customer Decision, Brimo, BRI.

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