FAKTOR-FAKTOR YANG MEMPENGARUHI KEPUASAN KONSUMEN TERHADAP LAYANAN PAYMENT POINT ONLINE BANK (PPOB)

2019 ◽  
Vol 3 (2) ◽  
pp. 480
Author(s):  
Annisah A Datuamas
Keyword(s):  
Regression Analysis ◽  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Test Reliability ◽  
Reliability Test ◽  
Validity Test

This study aims to analyze the factors that influence customer satisfaction with the payment of electricity and water bills for PDAMs at PT Nusa Mandiri. Methods of collecting data using a questionnaire distributed to 100 consumers of PT. Nusa Mandiri Berau District. The analysis tools used are Validity Test, Reliability Test, Multiple Linear Regression Analysis, t Test and F Test. The results of this study indicate that the factors that have a significant ef ect on customer satisfaction are Service Quality, Responsiveness, Empathy, Tangible. Whereas reability and assurance do not significantly influence customer satisfaction.

scholarly journals Pengaruh Facebook dan Instagram Terhadap Pilihan Konsumen untuk Berbelanja di Toko Basmalah Cabang Sidogiri

2020 ◽  
Vol 10 (2) ◽  
pp. 146-159
Author(s):  
Rukhul Abadi
Keyword(s):  
Regression Analysis ◽  
Linear Regression ◽  
Multiple Linear Regression ◽  
Hypothesis Test ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Test Reliability ◽  
Coefficient Of Determination ◽  
Reliability Test ◽  
Validity Test

This research examines the effect of Facebook and Instagram on consumer options to shop in the Toko Basmalah Sidogiri branch. The research method used in this study is multiple linear regression analysis to the data carried out by dividing the questionnaire of 150 persons to buy products at the Toko Basmalah Sidogiri branch. The results of the questionnaire were tested using the SPSS version 20.0 program. The data collection technique used is distributing questionnaires to 50 respondents while the sampling technique used to calculate the size of the sample size is Non Probability Sampling. The results of the study used the method of Multiple Linear Regression Analysis, Validity Test, Reliability Test, Coefficient of Determination, Partial Hypothesis Test, Simultaneous Hypothesis Test. The results of the study used the method of Multiple Linear Regression Analysis, Validity Test, Reliability Test, Coefficient of Determination, Partial Hypothesis Test, Simultaneous Hypothesis Test. The results showed that promotion variables through Facebook and Instagram together had an effect on consumers' choices for shopping at Toko Basmalah Sidogiri Branch. But partially, the promotion variable through Facebook has no effect on consumers 'choices to shop at Toko Basmalah Sidogiri Branch, other than the promotion variable via Instagram which has an influence on consumers' choices to shop at Toko Basmalah Sidogiri Branch. Key Words : Social media, Puchase interest, Toko Basmalah   Abstrak: Penelitian ini bertujuan untuk mengetahui pengaruh Facebook dan Instagram terhadap pilihan konsumen untuk berbelanja di Toko Basmalah cabang Sidogiri. Metode penelitian yang digunakan pada penelitian ini adalah analisis regresi linear berganda dimana pengumpulan data dilakukan dengan membagi kuesioner kepada 150 konsumen yang membeli produk di Toko Basmalah. Data kuesioner kemudian di uji menggunakan SPSS. Penelitian ini menggunakan 50 sampel yang dipilih menggunakan metode purposive random sampling. sedangkan Teknik sampling yang digunakan untuk menghitung besarnya ukuran sampel adalah Non Probability Sampling. Hasil penelitian mengunakan metode Analisis Regresi Linier Berganda, Uji Validitas, Uji Reliabilitas, Koefisien Determinasi, Uji Hipotesis Parsial, Uji Hipotesis Simultan. Hasil penelitian menunjukkan bahwa media sosial khususnya Instagram mempunyai pengaruh positif dan signifikan terhadap pilihan konsumen untuk berbelanja di Toko Basmalah cabang Sidogiri. Hasil uji secara simultan (bersama-sama) Facebook dan Instagram berpengaruh signifikan dan posituf terhadap pilihan konsumen untuk berbelanja di Toko Basmalah. Sedangkan hasil Uji t menunjukkan secara parsial hanya Instagram yang memiliki pengaruh positif dan signifikan terhadap pilihan konsumen untuk berbelanja di Toko Basmalah. Sedangkan Facebook tidak berpengaruh terhadap pilihan konsumen untuk berbelanja di Toko Basmalah.  Kata Kunci: Media sosial, Keputusan pembelian, Toko Basmalah

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.

scholarly journals ANALISIS PENGARUH LOKASI, HARGA DAN KUALITAS PRODUK TERHADAP KEPUASAN KONSUMEN PADA KONSUMEN HANNA KEBAB DI KEBUMEN

2019 ◽  
Vol 1 (1) ◽  
pp. 110-121
Author(s):  
Khussnul Agestina ◽  
Ika Susilowati
Keyword(s):  
Regression Analysis ◽  
Data Analysis ◽  
Linear Regression ◽  
Customer Satisfaction ◽  
Multiple Linear Regression ◽  
Product Quality ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Test Reliability ◽  
Analysis Tool

This study aims to determine the effect of location, price, and product quality on  customer satisfaction of Hanna Kebab Kebumen. The problems raised in this study are the Analysis of the Influence of Location, price, and product quality on customer satisfaction of Hanna Kebab Kebumen, with the aim of knowing how much the influence of Location, Price, and Product Quality on Hanna Kebab Kebumen consumer satisfaction partially or simultaneously Sample data taken in this study are Hanna Kebab Kebumen consumers, amounting to 100 consumers as respondents. Instruments or data collection tools in this study were using questionnaires / questionnaires.  The data analysis tool used in this study is using multiple linear regression analysis. Data analysis techniques used include qualitative analysis and quantitative analysis consisting of validity test, reliability test, t test, F test, multiple linear regression analysis (Likert scale). ) Data were analyzed with the help of SPSS Release 22 for Windows.  From the results of the proof of the first hypothesis that the location partially has a significant effect on satisfaction. From the results of the second hypothesis that prices partially have a significant effect on satisfaction. From the results of the third hypothesis proving that product quality partially has a significant effect on satisfaction. From the results of the fourth hypothesis Location, Price, and Quality of Products simultaneously have a significant effect on satisfaction.  R Square determination coefficient value obtained 0.246 means that 24.6% satisfaction is influenced by the location variable, price, and product quality while the remaining 75.4% (100% -24.6%) is caused by other variables.

scholarly journals Pengaruh Kualitas Produk Dan Kualitas Layanan Terhadap Kepuasan Konsumen King Cake

2016 ◽  
Vol 6 (1) ◽  
Author(s):  
Monica Maria ◽  
Mohamad Yusak Anshori
Keyword(s):  
Regression Analysis ◽  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Product Quality ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Reliability Testing ◽  
Validity And Reliability

The main purpose of this research is to identify the influence of product quality (X1) and service quality (X2) towards King Cake’s customer satisfaction (Y). The population of this research is King Cake’s customers. The sample size is 63 respondents. Respondents are selected using non-probability sampling, which is Purposive Sampling. This research uses multiple linear regression analysis. The validity and reliability testing to each indicator is taken before performing the multiple linear regression analysis. The research shows that  product quality (X1) and service quality (X2) significantly influences King Cake’s customer satisfaction (Y). The finding shows that service quality (X2) gives more significant value towards customer satisfaction (Y) than product quality (X1) does.

scholarly journals PENGARUH KUALITAS PRODUK, KUALITAS LAYANAN, DAN PERSEPSI HARGA TERHADAP KEPUASAN (STUDI PADA LAPANGAN FUTSAL HIDAYAT FUTSAL SQUARE)

MANAJERIAL ◽  
2018 ◽  
Vol 4 (2) ◽  
pp. 70
Author(s):  
ROCHMAT HIDAYAT HARIYONO
Keyword(s):  
Regression Analysis ◽  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Product Quality ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Quality Service ◽  
Price Perception

This study aims to examine the effect of Product Quality, Service Quality, and Price Perception on Customer Satisfaction. The number of samples in this study were 100 futsal Hidayat Futsal Square customers. Analysis of the data used is multiple linear regression analysis. The results of this study conclude that the results of partial testing of Product Quality have a significant effect on customer satisfaction, Service Quality has a significant effect on customer satisfaction, and Price Perception has a significant effect on customer satisfaction

scholarly journals PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN PELANGGAN TRAVEL DI KABUPATEN MALAKA (Studi Pada Travel Betun Mandiri Expres)

2020 ◽  
Vol 12 (2) ◽  
Author(s):  
Yuventus K K Finistyawan ◽  
Juita L D Bessie
Keyword(s):  
Regression Analysis ◽  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
Five Dimensions ◽  
Car Travel

This research aims to determine the effect of service quality on customer satisfaction of Betun Mandiri Express (BME) Car Travel. The independent variable in this study is the dimension of service quality consisting of physical evidence, reliability, responsiveness, assurance, and empathy, while the dependent variable is customer satisfaction. The number of samples is 99 respondents who ever using BME Car Travel services more than twice. Samples were gained using accidental sampling technique. Data were collected using questionnaires, interviews, observations, and literature studies. Data analysis techniques used are quantitative descriptive, multiple linear regression analysis and hypothesis testing using the Software SPSS 24. Descriptive Analysis's results show that overall, the respondents gave a categorized perception assessment both for the five dimensions of Service Quality and Satisfaction of using BME Travel. From the results of Multiple Linear Regression Analysis found the mathematical equation: Y = 2.537 + 0.174X1 + 0.158 X2 + 0.185 X3 + 0.146 X4 + 0.196 X5.Both the F Test and t Test results show that simultaneously and partially the five dimensions of Service Quality have a significant effect on customer satisfaction. However, based on the value of Adjusted R2 shows the contribution of the variable Service Quality to Customer Satisfaction is only 32.2%. While 67.8% is influenced by other variables outside the focus of this study. These variables are price and promotion which can be considered for further researchers besides service quality.   Keywords: Tangibles, Reliability, Responsiveness, Assurance, and Empathy and Customer Satisfaction  

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 ANALISIS PENGARUH SERVICE QUALITY TERHADAP CUSTOMER SATISFACTION BANK SYARIAH Studi Pada PT. Bank Muamalat Indonesia dan Bank Syariah Mandiri di Banjarmasin

2019 ◽  
Vol 6 (3) ◽  
pp. 237
Author(s):  
Heldalina , ◽  
Muhammad Riza Firdaus ◽  
Ikhwan Faisal
Keyword(s):  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Linear Regression Analysis ◽  
Cost Benefit ◽  
Multiple Linear Regression Analysis ◽  
Benefit Ratio ◽  
Cost Benefit Ratio ◽  
One Way Anova

<p><em>The aim of this study was to: (1) analyze the influence of </em><em>service quality variables</em><em> (corporal efficiency, core banking, convenience, confidence, compliance and cost-benefit ratio) </em><em>which </em><em>simultaneously influence customer</em><em>s’</em><em> satisfaction </em><em>of Bank </em><em>Muamalat and BSM </em><em>B</em><em>anjarmasin branch, (2) analyze the influence of service quality variables (corporal efficiency, core banking, convenience, confidence, compliance and cost-benefit) </em><em>which </em><em>partial</em><em>ly</em><em> </em><em>a</em><em>ffect customer</em><em>s’</em><em> satisfaction o</em><em>f</em><em> </em><em>B</em><em>ank Muamalat and BSM </em><em>B</em><em>anjarmasin</em><em> </em><em>branch, (3) analyz</em><em>e</em><em> differen</em><em>t levels of </em><em>customer</em><em>s’</em><em> satisfaction (customer satisfaction) between Bank Muamalat Indonesia </em><em>and </em><em>Bank Syariah Mandiri (BSM).</em></p><p><em>The population in this study </em><em>were</em><em> customer</em><em>s</em><em> of Bank Muamalat </em><em>Indonesia </em><em>and Bank Syariah Mandiri Banjarmasin </em><em>b</em><em>ranch with </em><em>a </em><em>of 100 people. T</em><em>he t</em><em>echnique used in </em><em>taking </em><em>sampl</em><em>e was </em><em>judgmental sampling</em><em>. Testing the validity of the questionnaire was conducted using Pearson Product Moment, while the reliability test </em><em>of </em><em>questionnaire </em><em>used </em><em>Cronbach Alpha method. The data analysis was conducted using multiple linear regression and One-way ANOVA.</em></p><p><em>Based on the results of multiple linear regression analysis </em><em>it </em><em>showed that the variables of service quality</em><em>,</em><em> that</em><em> were,</em><em> corporal efficiency, core banking, convenience, confidence, compliance and cost-benefit ratio simultaneously significant</em><em>ly</em><em> </em><em>a</em><em>ffect</em><em>ed</em><em> customer</em><em>s’</em><em> satisfaction. </em><em>P</em><em>artially</em><em>,</em><em> only four variables that significantly </em><em>affected, </em><em>namely convenience, confidence, compliance and cost-benefit, while the corporal variable efficiency, core banking had no significant effect. </em><em>B</em><em>ased on the analysis of one-way ANOVA </em><em>it </em><em>showed that there was no difference in satisfaction between customers of Bank Muamalat Indonesia and Bank Syariah Mandiri</em><em>.</em></p>

scholarly journals PENGARUH HARGA DAN KUALITAS PRODUK TERHADAP KEPUASAN PELANGGAN

2019 ◽  
Vol 7 (1) ◽  
Author(s):  
Dr. Hotma Napitupulu
Keyword(s):  
Regression Analysis ◽  
Data Analysis ◽  
Linear Regression ◽  
Customer Satisfaction ◽  
Multiple Linear Regression ◽  
Product Quality ◽  
Research Method ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Questionnaire Method

<p><em>This research is intended to examine the effect of price and product quality on customer satisfaction both partially and simultaneously at PT Sophie Paris Indonesia, Pondok Gede branch. The research method used is descriptive and verification research methods. Data was collected using the questionnaire method, and data analysis used was multiple linear regression analysis. The results showed that price, product quality and customer satisfaction.<br /><br /></em></p>

scholarly journals PENGARUH KUALITAS LAYANAN DAN HARGA TERHADAP KEPUASAN KONSUMEN MEMBELI DI J.CO DONUTS DAN COFFE PALU GRAND MALL

2020 ◽  
Vol 5 (3) ◽  
pp. 240-250
Author(s):  
Dede Kuriang Listanto ◽  
Chalil Chalil ◽  
Ira Nuriya Santi
Keyword(s):  
Regression Analysis ◽  
Data Analysis ◽  
Linear Regression ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Total Sample ◽  
Multiple Linear Regression Analysis ◽  
Purposive Sampling

This study aims to know the influence of service quality and price to consumen satisfaction at J.CO Donuts and Coffe Palu Grand Mall. Total sample in this study are 60 respondent, with Purposive sampling as sampling technique. Data analysis methode used in this research is Multiple Linear Regression Analysis. The result shows that service quality and price simultaneously have a signifikan influnce to consument satisfaction at J.CO Donuts and Coffe Palu Grand Mall. Service quality partially have a signifikan influence to consument satisfaction at J.CO Donuts and Coffe  Palu Grand Mall. Price partially have a signifikan influence to consument satisfaction at J.CO Donuts and Coffe Palu Grand Mall. Tujuan dari penelitian ini yaitu untuk mengetahui pengaruh kualitas layanan dan harga terhadap kepuasan konsumen di J.CO Donuts dan Coffe Palu Grand Mall. Sampel yang digunakan penelitian ini yaitu sebanyak 60 responden, dengan teknik penarikan sampel yang digunakan adalah purposive sampling. Metode analisis data yang digunakan dalam penelitian ini adalah Regresi Linear Berganda. Hasil penelitian menunjukkan bahwa kualitas layanan dan harga secara serempak berpengaruh siginifikan terhadap kepuasan konsumen di J.CO Donuts dan Coffe Palu Grand Mall. Kualitas layanan secara parsial berpengaruh signifikan terhadap kepuasan konsumen di J.CO Donuts dan Coffe Palu Grand Mall. Harga secara parsial berpengaruh signifikan terhadap kepuasan konsumen di J.CO Donuts dan Coffe Palu Grand Mall.

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