PENGARUH KUALITAS PELAYANAN, KUALITAS PRODUK DAN KEPERCAYAAN TERHADAP LOYALITAS PELANGGAN AROMANIA PARFUMERY DI KOTA BENGKULU

2021 ◽  
Vol 4 (1) ◽  
Author(s):  
Sri Ekowati ◽  
Selamat Riyadi
Keyword(s):  
Service Quality ◽  
Product Quality ◽  
Customer Loyalty ◽  
Hypothesis Test ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
Quality Product ◽  
Using Data ◽  
Positive Effect

ABSTRACTThis study aims to determine the effect of service quality, product quality and  trust on customer loyalty aromania parfumery Bengkulu. This type of research is a survey research with a quantitative approach, the object of this research is the consumers in Aromania parfumery, which is precisely located on Jl. Kapuas Raya, Lingkar Barat, Kec. Gading Cempaka, Bengkulu City. with the sampling method, namely non-propability technique, namely insidential sampling technique. The number of respondents in this study were 105 people. The data collection method used a questionnaire. By using data analysis techniques using Multiple Linear Regression Analysis Test, and Hypothesis Test, namely test t and test f. The results of this study can be concluded that the variable service quality Aromania parfumery has a positive effect on customer loyalty, product quality has a positive effect on customer loyalty, and trust has a positive effect on customer loyalty.Keywords: Service Quality, Product Quality, Customer Trust and Loyalty.

scholarly journals Analysis of Factors that Increase Customer Satisfaction Coffee Products

2020 ◽  
Vol 2 (2) ◽  
pp. 155
Author(s):  
Edy Suryawardana ◽  
Doni Nurdeagraha
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Hypothesis Test ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
Coefficient Of Determination ◽  
Product Diversity ◽  
Quality Product

<p>Satisfaction is the level of feeling where someone states the comparison of the product's performance (service) received and expected. This study aimed to determine the effect of price, service quality, product quality, product diversity, promotion, and location on customer satisfaction. This study uses a quantitative approach. The sample is the consumer "P" Coffe Gajahmada Semarang branch. The sampling technique used purposive sampling—sources of data were obtained through the distribution of closed-question questionnaires. The data analysis technique used multiple linear regression analysis. Hypothesis test results show that price, service quality, product quality, product diversity, promotion, and location have a positive and significant effect because all independent variables have a significant probability value &lt;0.05. The coefficient of determination showed 0.845 or 84.5%. It is necessary to increase product diversity in the form of completeness, brand, and variety in the future.</p>

scholarly journals KUALITAS PRODUK DAN KUALITAS PELANAN SEBAGAI ANTASEDEN KEPUASAN PELANGGAN DALAM MEMBENTUK LOYALITAS PELANGGAN (Studi Pada Pelanggan Waroeng Spesial Sambal “SS” Cabang Veteran Yogyakarta)

2020 ◽  
Vol 9 (1) ◽  
pp. 14
Author(s):  
Alo Rahmawati Mulyana ◽  
Hendro Setyono
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Customer Loyalty ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
Primary Data ◽  
Customer's Loyalty ◽  
The City

 The aim of study is to  analyze about effect  product  quality  and  service  quality  on customer’s satisfaction to build customer’s loyalty at Waroeng Spesial Sambal “SS” in the branch of Veteran Yogyakarta. Population in this study are all consumers who make  purchases at Waroeng Spesial Sambal “SS” the branch in the  branch of Veteran Yogyakarta. While the sample  in  this  study  is a portion of consumers who have  made  purchases at least twice in the past year. The sampling technique uses purposive sampling. The data  used in this study is primary data. The number  of studies  in  this  study were  sixty  samples  in  the  city of Yogyakarta which  were processed  using  multiple linear regression  analysis  and mediation analysis  using SPSS 20 for windows. The results of the analysis in this study are: product quality dosen’t have a significant effect on customer satisfaction,  service quality has a significant effect on customer satisfaction, customer satisfaction doesn’t have a significant effect on customer loyalty, product quality  dosen’t  have a significant  effect on  customer loyalty and service quality has a significant effect on customer loyalty of the two independentvariables dosen’t indicate a mediating  relationship  with  customer  satisfaction as a mediator variable.

scholarly journals PENGARUH KUALITAS PELAYANAN DAN KUALITAS PRODUK TERHADAP KEPUASAN PELANGGAN PADA PT ANEKA TATA NIAGA

2020 ◽  
Vol 11 (01) ◽  
pp. 46-57
Author(s):  
Hermanto Hermanto ◽  
Nora Pitri Nainggolan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
Coefficient Of Determination ◽  
Validity And Reliability ◽  
Margin Of Error ◽  
Quality Product

The purpose of this study was to determine the effect of service quality and product quality on customer satisfaction at PT Aneka Tata Niaga using slovin sampling technique with a margin of error of 5% of 155 customers so as to produce 112 respondents who are customers at PT Aneka Tata Niaga. Data collection methods are questionnaires. Data quality test in this study uses the validity and reliability test, the classic assumption test and the influence test in this study using multiple linear regression analysis and coefficient of determination analysis (R2), while the hypothesis testing in this study uses (t test) and (F test ) by using SPSS version 23 software program. the results show that service quality has a partially significant effect on customer satisfaction and product quality has a partially significant effect on customer satisfaction, and service quality and product quality together have a significant simultaneous effect on customer satisfaction at PT Various Commerce. Keywords: Service Quality, Product Quality, Customer Satisfaction

scholarly journals THE EFFECT OF BANK IMAGE AND TRUST ON LOYALITY MEDIATED BY CUSTOMER SATISFACTION

2015 ◽  
Vol 6 (2) ◽  
Author(s):  
Sumadi Sumadi ◽  
Euis Soliha
Keyword(s):  
Regression Analysis ◽  
Linear Regression ◽  
Customer Satisfaction ◽  
Multiple Linear Regression ◽  
Customer Loyalty ◽  
Hypothesis Test ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
Positive Effect

<p>The purpose of this study is to analyze the effect of the bank’s image and trust on customer satisfaction, as well as the effect of the image of the bank, trust, and satisfaction on customer loyalty. The study used sample of 100 people who were taken by purposive sampling technique. This research utilized multiple linear regression analysis and path analysis. Based on the hypothesis test, the results show that the image of the bank was significantly has positive effect on customer satisfaction, but trust has no significant effect on customer satisfaction. In addition, the bank’s image has no significant effect on customer loyalty. Moreover, trust and customer satisfaction significantly have positive effect on customer loyalty. Mediation test shows that customer satisfaction mediates the effect of the bank’s image on customer loyalty and customer satisfaction does not mediate trust on customer loyalty. <br />Info</p>

scholarly journals PENGARUH CUSTOMER RELATIONSHIP MANAGEMENT DAN KUALITAS PELAYANAN TERHADAP LOYALITAS NASABAH KREDIT KOMERSIL PADA BANK NAGARI SUMATERA BARAT CABANG PAINAN

2020 ◽  
Author(s):  
Lira Anggraini ◽  
Alfian
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Linear Regression Analysis ◽  
Relationship Management ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
Customer Relationship ◽  
Positive Effect

This study aims to determine the effect of customer relationship management and service quality to loyalty of commercial credit customers at Nagari Bank West Sumatera Painan Branch. The sample used counted 95 respondents, sampling technique using accidental sampling method. Data were collected using questionnaire, while data analysis technique was done by using multiple linear regression analysis. The results showed that based on Persial Test (t test) obtained: a) service quality variable has a positive effect 0,805 &lt; 1,985 and not significant 0,423 &gt; 0,05 to customer loyalty. b) customer satisfaction variables have a positive effect of 0,218 &lt; 1,985 and not significant 0,828 &gt; 0,05 to customer loyalty. c) variable of reliability have positive effect 2,254 &gt; 1,985 and significant 0,027 &lt; 0,05 to customer loyalty. d) Responsiveness variable has positive effect 8.173 &gt; 1.985 and significant 0.000 &lt; 0,05 to customer loyalty. e) the assurance variable has a positive effect 0,983 &lt; 1,985 and not significant 0,328 &gt; 0,05 to customer loyalty. f) empathy variables have negative effect -2,615 &gt; 1,985 and significant 0,011 &lt; 0,05 to customer loyalty. g) tangible variable has a positive effect of 2,791 &gt; 1,985 and significant 0,006 &lt; 0,05 to customer loyalty. From this research, the value of R² is 0,598, it means that 59,8% influenced by service quality variable, customer satisfaction, reliability, responsiveness, assurance, empathy, tangible and the rest influenced by other variables.

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 Service Quality and Product Quality Key to Improve Customer Loyalty

2021 ◽  
Vol 2 (9) ◽  
pp. 620-633
Author(s):  
Didi Suhendi ◽  
Sabihis
Keyword(s):  
Data Analysis ◽  
Service Quality ◽  
Product Quality ◽  
Customer Loyalty ◽  
Sampling Technique ◽  
Survey Method ◽  
Validity And Reliability ◽  
Data Analysis Technique ◽  
Analysis Technique ◽  
Positive Effect

This research is motivated by the importance of maintaining customer loyalty for the survival of the company. This study aims to determine and analyze customer satisfaction and product quality as keys to increasing customer loyalty. The population of this study were visitors to the Rava Motor workshop for one year, amounting to 3161 customers where the population data was seen from the actual customer entry unit in 2019. Based on Slovin calculations with an error of 10%, a sample of 97 visitors was obtained using incidental sampling technique. The research method used is a survey method with a quantitative approach. Data collection techniques used in this study are questionnaires, observation and interviews. The instrument used has been tested for validity and reliability. The data analysis technique used is the descriptive data analysis technique, multiple correlation and multiple regression. The results of this study indicate that there is a positive effect of service quality on customer loyalty and there is a positive effect of product quality on customer loyalty. In addition, simultaneously that there is a positive effect of service quality and product quality on customer loyalty.

scholarly journals ANALISIS PENGARUH KUALITAS PELAYANAN, PRODUK, HARGA, DAN LOKASI TERHADAP KEPUASAN NASABAH (STUDI KASUS PADA PT BANK RAKYAT INDONESIA (PERSERO) Tbk. UNIT NGESREP SEMARANG)

KEUNIS ◽  
2019 ◽  
Vol 7 (2) ◽  
pp. 5
Author(s):  
Rizka Putri Rumastari ◽  
Aris Sunindyo
Keyword(s):  
Data Analysis ◽  
Service Quality ◽  
Linear Regression Analysis ◽  
Secondary Data ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
Coefficient Of Determination ◽  
Analysis Model ◽  
Product Price ◽  
Quality Product

This study aims to determine and analyze the effects of service quality, product, price, and place towards the customers satisfaction (Case Study at PT Bank Rakyat Indonesia (Persero) Tbk. Unit Ngesrep Semarang) both simultaneously or partially. The population in this study are all the customers at PT Bank Rakyat Indonesia (Persero) Tbk. Unit Ngesrep Semarang. The data used in the research are primary and secondary data. The sample used of 100 respondents collected through the questionnaire by following the accidental sampling technique. Data analysis model using Multiple Linear Regression Analysis Model. Meanwhile, data analysis techniques use Statistical F Test, Coefficient of Determination Test (Adjusted R Square), and Statistical t Test. The result of the analysis and discussion show that the variables of service quality, product, price, and place simultaneously have a significant effects towards the customers satisfaction at PT Bank Rakyat Indonesia (Persero) Tbk. Unit Ngesrep Semarang. Partially, the variables of service quality, product, price, and place each have a positive and significant effect towards the customer satisfaction at PT Bank Rakyat Indonesia (Persero) Tbk. Unit Ngesrep Semarang.

scholarly journals ANALISIS PENGARUH KUALITAS PRODUK, KUALITAS LAYANAN DAN HARGA TERHADAP KEPUASAN KONSUMEN (Studi Kasus Pada Konsumen Industry/ Toko Bakery di Kota Bengkulu)

2019 ◽  
Vol 13 (1) ◽  
pp. 71-85
Author(s):  
Herry Nofrianda
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Descriptive Analysis ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
Primary Data ◽  
Quality Service ◽  
Descriptive Research

Abstract: The objective of this research is to analyze the effect of product quality, service quality and price toward customer satisfaction on industry/ bakery shop in the Bengkulu city. This study is a descriptive research which aims to clarify the relationship or influence that exist between the variables studied. The type of data used a primary data that is collected from questionnaires. Respondents of this study is the customer industry/ bakery shop in Bengkulu city as many 2400 people were taken with the judgemental (purposive sampling) technique. The methods of data analysis used are descriptive analysis by using the mean, frequency distribution table and multiple linear regression analysis.  Based on the analysis, the result that the simultaneously product quality, service quality, and price is significantly impact on customer satisfaction industry/bakery shop in the Bengkulu city. The next in partial product quality and service quality is positively and significantly impact on customer satisfaction industry/bakery shop in the Bengkulu city, while the price is negative and significantly impact on customer satisfaction industry/ bakery shop in the Bengkulu city.Keyword: service, quality, satisfaction, bakery. 

scholarly journals Pengaruh Kualitas Produk dan Citra Merek Terhadap Keputusan Pembelian Smartphone Iphone di Banjarmasin

2020 ◽  
Vol 1 (2) ◽  
pp. 80-91
Author(s):  
Norbaiti Norbaiti ◽  
Winda Setia Rahmi
Keyword(s):  
Product Quality ◽  
Brand Image ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
Positive Influence ◽  
Dominant Factor ◽  
Purchasing Decisions ◽  
Validity And Reliability ◽  
Positive Effect

This study aims to determine the effect of product quality and brand image on purchasing decisions of iphone smartphones in Banjarmasin both simultaneously and partially. The population of this research is the people in Banjarmasin, while the samples taken are 100 respondents using purposive sampling technique. This study uses a quantitative approach. The research instrument was tested for validity and reliability by looking at corrected items total correlation and Cronbach's alpha and all were declared valid and reliable. Data analysis techniques used in this study used the classic assumption test, multiple linear regression analysis, and hypothesis testing (F test and t test). The results of this study indicate simultaneously that product quality and brand image have a positive effect on purchasing decisions for iPhone smartphones and the most dominant factor influencing purchase decisions is on the brand image. Partially for product quality has a positive effect on purchasing decisions with a t value greater than t table that is 4.674> 1.964 with a significance value of 0.000. As for the brand image, it also has a positive influence on purchasing decisions with a t value greater than t table, namely 20.554> 1.964 with a significance value of 0.000.

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