scholarly journals PENGARUH HARGA DAN KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN JASA TRANSPORTASI ONLINE GRABBIKE

2021 ◽  
Vol 14 (2) ◽  
pp. 169-187
Author(s):  
Hezron Boimau ◽  
Juita L D Bessie
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Literature Study ◽  
Transportation Services ◽  
Transportation Service ◽  
Quantitative Descriptive

This study aims to find out and analyze 1) Perception of customers on the price, quality of service and customer satisfaction of GrabBike  online transportation services in Kupang City; 2) impact of Price partially on Customer Satisfaction of GrabBike  online transportation service in Kupang City; 3) The partial effect of Service Quality on Customer Satisfaction of GrabBike  online transportation services in Kupang City; 4) The effect of Price and Quality of Service simultaneously on the Customer Satisfaction of GrabBike  online transportation service customers in Kupang City. The number of samples in this study as many as 100 respondents obtained using accidental sampling techniques. The data was collected using questionnaires, interviews, and literature study. The data analysis techniques used are quantitative descriptive, multiple linear regression analysis and hypothesis testing using SPSS 16 applications. From the results of the analysis showed that: 1) Based on the results of descriptive table analysis respondents gave a very high categorized assessment of the three variables studied; 2) The price partially affects the customer satisfaction of GrabBike  Kupang City; 3) the quality of service partially affects the customer satisfaction of GrabBike  Kupang City; 4) The price and quality of service simultaneously have a significant impact on the customer satisfaction of GrabBike  Kupang City. Based on Adjusted R2 value shows variable contribution of Price and Service Quality to Customer Satisfaction of 57.8%. While 42.2% were influenced by other variables outside the focus of this study.  Keywords: Price, Quality of Service and Customer Satisfaction

PENGARUH INOVASI ORGANISASI TERHADAP KUALITAS JASA PELAYANAN PELABUHAN

2019 ◽  
Vol 5 (2) ◽  
pp. 42-53
Author(s):  
Muhammad Anwar ◽  
Sayekti Suindyah Dwiningwarni ◽  
Martha Laila Arisandra
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Service Providers ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Quality Model ◽  
Tangible Evidence ◽  
Quantitative Descriptive ◽  
Descriptive Method

The purpose of this study was to analyze research (tangible, reliability, responsiveness, assurance and emphy) on service quality, using the Innovative Internal Service Quality Model (IISQ). The research method used is a quantitative descriptive method using multiple linear regression analysis. The results showed tangible and tangible evidence of the quality of partial services. While the variable reliability, responsiveness, assurance, empathy affect positively on the quality of service is not significant. This means that businesses that involve activities / products actually produce quality services. While other activities are only as a support for improving the quality of service. The responsiveness variable has a dominant influence on service quality, but it is not significant. This shows how the implementation of activities and service providers have a great response to the quality of service, meaning that port service providers are very responsive to the needs of port service users, so satisfied users will get help for those needs.

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.

scholarly journals PENGARUH KUALITAS PELAYANAN DAN CITRA MEREK TERHADAP KEPUASAN WISATAWAN NUSANTARA MENGGUNAKAN TRANSPORTASI ONLINE GRAB DI KUTA, BALI

Jurnal IPTA ◽  
2020 ◽  
Vol 8 (2) ◽  
pp. 226
Author(s):  
Maria Laru Sendy Ludju ◽  
I Made Kusuma Negara ◽  
Ni Putu Eka Mahadewi
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Brand Image ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Dominant Dimension ◽  
Tourist Satisfaction ◽  
Brand Association ◽  
Quantitative And Qualitative Research

This study aimed to explain the effect of service quality and brand image on the satisfaction of domestic tourists who used Grab online transportation in Kuta, Bali. The research method used in this research was quantitative and qualitative research methods (mix methods). Questionnaires were distributed to 150 domestic tourists with a sample determination method using purposive sampling. The method of data analysis used multiple linear regression analysis with SPSS 18.0 program. The results of this study stated that partially the quality of service had a positive and significant effect on the satisfaction of domestic tourists with the dominant dimension being the tangible dimension and brand I mage giving a positive and significant effect on the satisfaction of domestic tourists with the dominating dimension being the support of the brand association. Simultaneously, the quality of service and brand image had a positive and significant influence on the satisfaction of domestic tourists. The R Square value of 0.672 meant that 67,2% of tourist satisfaction could be explained by the variable service quality and brand image, while the remaining 32,8% was influenced by other variables not examined in this study.

scholarly journals Pengaruh Kualitas Pelayanan, Pemahaman Peraturan dan Sanksi Perpajakan Pada Kepatuhan WPOP

2019 ◽  
Vol 29 (2) ◽  
pp. 503
Author(s):  
I Made Yoga Widian ◽  
I Ketut Jati
Keyword(s):  
Quality Of Service ◽  
Regression Analysis ◽  
Service Quality ◽  
Linear Regression Analysis ◽  
Sample Selection ◽  
Multiple Linear Regression Analysis ◽  
Government Revenue ◽  
Analysis Techniques ◽  
Positive Effect

One way to increase government revenue from the tax sector is by increasing taxpayer compliance itself. The purpose of this study was to determine the effect of service quality, understanding of regulations and taxation sanctions on individual taxpayer compliance registered at North Badung KPP Pratama. The study was conducted at the KPP Badung Utara in 2018. The sample selection was 100 taxpayers using the Slovin formula. Data collection was carried out by distributing questionnaires to WPOP registered in North Badung KPP Pratama and the analysis techniques using multiple linear regression analysis. Based on the results of the analysis, it is known that service quality, understanding of regulations and taxation sanctions have a positive effect on individual taxpayer compliance registered in North Badung KPP Pratama, with the value of calculating each variable greater than the label, and having a significance value greater than 0.05. Keywords : Quality Of Service;  Understanding Of Tax Regulations; Tax Sanctions; Individual Taxpayer Compliance.

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.

scholarly journals KUALITAS PELAYANAN STASIUN PENGISIAN BAHAN BAKAR UMUM PANRENG KECAMATAN BARANTI KABUPATEN SIDENRENG RAPPANG

2019 ◽  
Vol 7 (2) ◽  
pp. 52-58
Author(s):  
Karmila Yusuf ◽  
Kamaruddin Sellang ◽  
Hariyanti Hamid
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Descriptive Analysis ◽  
Fuel Oil ◽  
Literature Study ◽  
Summary Table ◽  
Quantitative Descriptive Analysis ◽  
Sample Technique ◽  
Quantitative Descriptive

This study aims to determine the quality of service affect customer satisfaction at Panreng SPBU District Baranti Sidenreng Rappang District and to find out which of the quality of services which include physical evidence, reliability, assurance, responsiveness, and empathy that have a dominant influence on customer satisfaction at Panreng SPBU Baranti District, Sidenreng Rappang Regency. The approach of the research method used in this research is a quantitative descriptive approach. The population in this study is customers who buy fuel oil at Panreng gas station, which is estimated that there are 250 buyers a day. The sample technique used is Random Sampling using the Slovin formula to produce 71 samples. Data collection techniques carried out in this study were observation, questionnaires, documentation, and literature study. The collected data is then processed and analyzed using quantitative descriptive analysis techniques with the help of descriptive statistics using SPSS 21.0 and Likert Scale. From the results of the study and discussion of the overall value shows that: (1) the quality of service affects customer satisfaction, declared significant / significant with a percentage of 55.1% obtained from the correlation coefficient in the model summary table. (2) the service quality factor which has the highest influence is the responsiveness indicator factor with a percentage of 74% obtained from the results of the questionnaire accumulation.

scholarly journals Pengaruh Kualitas Pelayanan dan Harga Terhadap Loyalitas Pelanggan Grab Semarang

2019 ◽  
Vol 10 (1) ◽  
pp. 46-53
Author(s):  
Rini Sugiarsih Duki Saputri
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Survey Method ◽  
Transportation Services ◽  
The Public ◽  
Human Needs ◽  
Transportation Service ◽  
Private Transportation

Online transportation services that currently operate in big cities get human needs wherever and whenever. The emergence of online transportation options has made people switch from conventional transportation to online transportation. This makes entrepreneurs create a variety of online transportation services in order to meet the needs of the community and satisfy customers. Online transportation customers are increasing at this time supported by the brand image of the transportation used so it gives the impression when using it like using private transportation. Determination of affordable online transportation service tariffs with the convenience of the services provided makes this service increasingly loved by the public. This study aims to determine the effect of each independent variable namely service quality and price on the dependent variable of customer loyalty. By taking respondents by purposive sampling 50 Grab online transportation users in the Masters of Communication Studies UNDIP Semarang with a minimum of three times using Grab transportation. Data collection was carried out by survey method using multiple linear regression analysis through SPSS software. The results show that service quality and price affect customer loyalty.

scholarly journals ANALISIS KEPUASAN NASABAH BANK BRI KANTOR CABANG SIDOARJO

2021 ◽  
Vol 24 (1) ◽  
pp. 16-20
Author(s):  
Renny Yunita Sari ◽  
Bambang Budiarto ◽  
Sugeng Hariadi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Quantitative Research ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Survey Method ◽  
Analysis Method ◽  
Branch Office

This study discusses the influence of service quality and product quality on customer satisfaction at the Bank BRI branch office in Sidoarjo. The data used in this study were obtained from the results of a questionnaire that had been distributed to customers of the BRI branch office in Sidoarjo. This quantitative research was conducted with a survey method with purposive samplin technique. The variables used in this study are independent variables that include service quality and product quality, and customer satisfaction as the dependent variable. The data analysis method used in this study is multiple linear regression analysis. The results showed that the quality of service and product quality can affected customer loyalty at the bank branch office in Sidoarjo.

scholarly journals CITRA PERUSAHAAN, KUALITAS PELAYANAN DAN SALURAN DISTRIBUSI TERHADAP KEPUASAN NASABAH

2019 ◽  
Vol 5 (2) ◽  
pp. 280-295
Author(s):  
Rokhmat Subagiyo ◽  
Ahmad Budiman
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Quantitative Research ◽  
Linear Regression Analysis ◽  
Distribution Channel ◽  
Multiple Linear Regression Analysis ◽  
Business Environment ◽  
The Public ◽  
Research Types

AbstractEvery company activity must be adjusted. Every change in the business environment is fast and accurate. Bank Syariah Mandiri Financing Bank (BPRS) successfully conducted fundraising activities and channeled funds to the public. There are some things that are more satisfying than expected by the company, quality of service and distribution. The purpose of this study was to examine the effect of significant company funds on Customer Satisfaction, assess the importance of good service to Customer Satisfaction and obtain a significant distribution channel to Customer Satisfaction. The research method uses quantitative research and associative research types. Data analysis techniques cursed multiple linear regression analysis using SPSS version 23. The results showed that company image has a significant effect on customer satisfaction, service quality is significantly related to sales satisfaction and distribution distribution significantly on customer satisfaction. Keywords: Company Image, Service Quality, Customer Satisfaction Abstrak Setiap kegiatan perusahaan bisnis harus mampu mengadopsi setiap perubahan dalam lingkungan bisnis secara cepat dan akurat. Bank Pembiayaan Syariah (BPRS) Mandiri Mitra sukses melakukan kegiatan penghimpunan dana dan menyalurkan dana kepada masyarakat. Ada beberapa hal yang mempengaruhi kepuasan nasabah diantaranya adalah citra perusahaan, kualita pelayanan dan saluran distribusi. Tujuan penelitian ini untuk menguji pengaruh signifikan dana Citra perusahaan terhadap Kepuasan Nasabah, menguji pengaruh signifikan Kualitas Pelayanan terhadap Kepuasan Nasabah dan  menguji Saluran Distribusi berpengaruh signifikan terhadap Kepuasan Nasabah. Metode penelitian menggunakan penelitian kuantitatif dan jenis penelitian asosiatif. Teknik analisis data memaki analisis regresi linier berganda dengan menggunakan aplikasi SPSS versi 23.  Hasil penelitian menunjukkan bahwa citra perusahaan berpengaruh signifikan terhadap kepuasan nasabah, kualitas pelayanan berpengaruh signifikan terhadap kepuasan nasabah dan saluran distribusi berpengaruh signifikan terhadap kepuasan nasabah. Kata Kunci:  Citra Perusahaan, Kualitas Pelayanan, Kepuasan Nasabah

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