scholarly journals Pengaruh Strategi Pemasaran, Kualitas Pelayanan Dan Nilai Nasabah Terhadap Kepuasan Nasabah Pada Pt. Bank Capital Indonesia Tbk Cabang Wisma Kodel

2019 ◽  
Vol 27 (1) ◽  
pp. 80-99
Author(s):  
Olivia S Nelwan ◽  
Tia Artika
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Marketing Strategy ◽  
Significant Influence ◽  
Customer Value ◽  
Quantitative Model ◽  
Test Reliability ◽  
Reliability Test ◽  
Bank Capital ◽  
Validation Test

The objectives of this research are to know about the influence of marketing strategy, service quality and customer value to customer satisfaction in PT Bank Capital Indonesia, Tbk, Wisma Kodel Branch. This research is using quantitative model. The research used 96 samples by distributing questionnaire which consist of 28 questions and the answer of the respondent is analyzed by using SPSS 22. In validation test, reliability test, and classic assumption test, the regression expression is as follow : Y = 0.593 + 0.101 X1 + 0.462 X2 + 0.496 X3 which is the customer satisfaction (Y) variable, marketing strategy variable (X1), service quality variable (X2) and customer value variable (X3). T test shows that the marketing strategy doesn’t have significant influence to customer satisfaction. Whereas, service quality has significant influence to customer satisfaction and customer value has significant influence to customer satisfaction. The F test shows that marketing strategy, service quality, and customer value are simultaneous effecting significantly to customer satisfaction.

scholarly journals PENGARUH KUALITAS LAYANAN DAN NILAI PELANGGAN TERHADAP KEPUASAN PELANGGAN GRAB BIKE DI UNIVERSITAS KRISNADWIPAYANA

2019 ◽  
Vol 7 (1) ◽  
Author(s):  
Donny Dharmawan ◽  
David Adista
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Random Sampling ◽  
Customer Value ◽  
Sampling Method ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Test Reliability ◽  
Reliability Test ◽  
Testing Techniques

<em>This study aims to analyze the effect of service quality and customer value on GrabBike customer satisfaction at Unkris, Jakarta. This study took a sample of 71 customers from a total of 250 GrabBike customers at Unkris, Jakarta. Samples were taken using the Slovin formula by random sampling method. Data testing techniques used in this study include validity test, reliability test, multiple linear regression analysis to test and prove the research hypothesis. The results of this analysis indicate that the variables of service quality and customer value have a positive and significant influence on customer satisfaction.</em>

scholarly journals DAMPAK KUALITAS LAYANAN DAN NILAI NASABAH TERHADAP KEPUASAN NASABAH PERBANKAN SYARIAH

2019 ◽  
Vol 11 (1) ◽  
pp. 129
Author(s):  
Hamdani Hamdani
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Significant Influence ◽  
Customer Value ◽  
Quantitative Methods ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Primary Data ◽  
Islamic Banking ◽  
Qualitative And Quantitative Methods

Abstract: This research refers to studying service quality and customer value towards customer satisfaction in Islamic banking with a case study in PT Bank Syariah Mandiri Lhokseumawe Branch. The data used in this study are primary data through interviews using a questionnaire. The sample in this study was accidental sampling. The research method used is qualitative and quantitative methods, with multiple linear regression analysis. The results released by simultaneous shows, service quality and customer value have a positive and significant influence on customer satisfaction. While the results of the study indicate that, service quality has a positive and significant effect on customer satisfaction, the customer value also has a positive and significant influence on customer satisfaction. From the variable Quality of service and value of customers that are just the same as partial to customer satisfaction in Islamic banking. This research can be used as an evaluation and input for the management of a special sharia banking company, PT Bank Syariah Mandiri, Lhokseumawe Branch, to always improve service quality and value customers receive customers satisfied with services and benefits obtained or obtained by customers. Keywords: Service Quality, Customer Value, Customer Satisfaction

scholarly journals Impact of E-Service Quality and Customer Value on Customer Satisfaction in LocalBrand

2018 ◽  
Vol 9 (2) ◽  
pp. 125-132 ◽  
Author(s):  
Sevenpri Candra ◽  
Mita Juliani
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Significant Influence ◽  
Customer Value ◽  
Partial Least Square ◽  
Least Square ◽  
Research Model ◽  
Statistic Method ◽  
Independent Variables ◽  
The Impact

This research aimed to investigate the impact of e-service quality and customer value on customer satisfaction. This research was descriptive-associative in which researcher described not only the value of research variables but also the influence or relationship between independent variables and the dependent variable. A survey on e-marketplace of online fashion local brand in Indonesia was conducted. Using purposive sampling, the researcher distributed questionnaires to buyers or customers on the LocalBrand (LB) website, and 150 questionnaires were analyzed. Partial Least Square (PLS) was used as the statistic method for analyzing the research model. The results show that customer value has a significant influence on the customer satisfaction. However, e-service quality does not have a significant influence on customer satisfaction.

scholarly journals The Effect of Service Quality on Customer Satisfaction at Koperasi Karyawan PT. Lotus Indah Textile Industry

2019 ◽  
Vol 2 (2) ◽  
pp. 172-178
Author(s):  
Damarsari Ratnasahara Elisabeth ◽  
Akhmad Nasir ◽  
Joko Suyono
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Correlation Coefficient ◽  
Textile Industry ◽  
Hypothesis Test ◽  
Test Reliability ◽  
Reliability Test ◽  
Processing Data ◽  
Dependent Variables ◽  
Independent Variable

This type of research uses a correlation coefficient, the sample used in this study is members who are also customers of Koperasi Karyawan PT. Lotus Indah Textile Industry in Surabaya as many as 50 customers who actively transact as many as 5 to 6 times each month. Processing data using validity test, reliability test and hypothesis test using t-test. The results of the correlation coefficient analysis using the SPSS 22.0 program amounted to 0.544 which means that there is an influence between employee service quality (x) on customer satisfaction (y). The results of the discussion and the results of testing the independent variable (x) service quality with dependent variables (y) customer satisfaction that H0 is rejected and H1 is accepted, because with t-count of 4.4917 > t table of 1.6672. This means that there is an influence of variable (x) on variable (y).

scholarly journals PENGARUH KUALITAS PELAYANAN DAN HARGA TERHADAP KEPUASAN PELANGGAN PADA CV. CAHAYA BONANZA ABADI LAMONGAN

2020 ◽  
Vol 19 (1) ◽  
pp. 33-43
Author(s):  
Mohamad Rizal Nur Irawan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Significant Influence ◽  
T Test ◽  
Test Reliability ◽  
Coefficient Of Determination ◽  
Test Results ◽  
F Test ◽  
Independent Variables ◽  
Independent Variable

Customer satisfaction will be formed if it can meet the customer's basic expectations. Many factors influence customer satisfaction, including service quality and price. The problem that the answer to this research is looking for is the effect of partial, simultaneous and dominant independent variables (service quality and price) on customer satisfaction. Data analysis methods used are validity test, reliability test, classic assumption, multiple regression analysis, multiple correlation test, coefficient of determination, F test, t test. The results of multiple linear regression obtained an equation, (Y = 2.936 + 0.098 X1 + 0.246 X2). The t-test results obtained by t count variable service quality 5.434 price 3.704 greater than t table 1.660 between independent variables partially has a significant influence on customer satisfaction. The results obtained from the F test are: F count (75,966)> F table (3,09) means that variables simultaneously have a significant effect on customer satisfaction. From the regression calculation and t count value can be drawn that the most dominant influence on customer satisfaction is price. From the results of the analysis concluded that the independent variable (service quality and price) has a significant influence on customer satisfaction Cv. Cahaya Bonanza Abadi Lamongan.

scholarly journals PENGARUH KUALITAS PRODUK HARGA DAN KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN PADA RUMAH MAKAN NESMILO DI SAMARINDA

2020 ◽  
Vol 8 (1) ◽  
pp. 65
Author(s):  
Rabiah Rabiah
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Test Reliability ◽  
Reliability Test ◽  
Negative Effect ◽  
Influential Variable ◽  
Positive Effect

This study aims to examine the effect of product quality, price and sevice quality on costumer satisfaction Nesmilo restaurant in Samarinda. The population in this study were consumers in Nesmilo restaurants with a total sampel of 80 respondents. Data collection techniquess were carried out by observaction, interviews, documentation and questionnaires. Analysis tools used validity test, reliability test, classic assumption test, multiple linear regression analysis and hypothesis testing with spss version 22. The results of this study indicate that product quality, price and service quality simultaneously have a positive effect on customer satisfaction. The results of this study also indicate that product quality partially has a significant negative effect on customer satisfaction. The variable price partially has no effect on customer satisfaction, then the service quality partialy has a positive and significant effect on customer satisfaction and the most influential variable on customer satisfaction is sevice quality.

scholarly journals PENGARUH KUALITAS PRODUK, HARGA DAN KUALITAS LAYANAN TERHADAP KEPUTUSAN PEMBELIAN JANJI JIWA COFFEE CITRA RAYA

2021 ◽  
Vol 4 (2) ◽  
pp. 24-32
Author(s):  
Amo Sugiharto ◽  
Mohamad Fajar Darmawan
Keyword(s):  
Service Quality ◽  
Product Quality ◽  
Significant Influence ◽  
Quantitative Methods ◽  
Sampling Method ◽  
Test Reliability ◽  
Reliability Test ◽  
Purchasing Decisions ◽  
Purchasing Decision ◽  
Product Innovations

The purpose of this study was to determine the effect of product quality, price and service quality on the purchasing decision of Jiwa Coffee Citra Raya. This study uses quantitative methods. This research uses causal associative research. Respondents in this study amounted to 120 people. Sampling in this study used a non-probability sampling method. The method of data analysis in this study is to use the validity test, reliability test, and t test. Based on the results of the analysis and discussion that have been described previously, several conclusions can be drawn from the overall research results, namely: 1) Product quality has a significant influence on purchasing decisions. This means more product innovations that give the product superiority; 2) Price has a significant influence on the purchasing decision of Promise Jiwa Coffee in Citra Raya; and 3) Service quality has a significant influence on the purchasing decision of the Promise Jiwa Coffee in Citra Raya.

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 THE EFFECT OF SERVICE QUALITY ON CUSTOMER SATISFACTION IN GENIO MANADO HOTELS

2020 ◽  
Vol 1 (1) ◽  
pp. 43
Author(s):  
Hartini Pop Koapaha
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Significant Influence ◽  
Test Validity ◽  
Likert Scale ◽  
Positive Influence ◽  
The Other ◽  
Reliability Test ◽  
Validity Test ◽  
Individual Variable

The purpose of this research is to explain the variables which influence customers satisfaction at Genio Hotel Manado.  The service quality like tangible, reliability, responsiveness, assurance and empathy influence the customers satisfaction.  The data were taken from the guests who stay in Genio Hotel for March – May 2018.  There were 120 respondences were taken and the data were analyzed by utilizing SPSS 16 to be analyzed by using Reliability Test, Validity Test, Multicollinearity Test and Heteroskedasticity Test, Analisis corelation, Coefficient determinant, Significant and Hypothesis in Likert Scale rating.  The result of this research showed that there was significant influence of tangible, reliability, responsiveness, assurance and empathy of customers satisfaction.  And for individual variable, tangible was the strongest variable influenced the customers satisfaction, and the second was responsiveness, reliability, and assurance but variable empathy was no significant influence to the customers satisfaction.  The result showed that 78,6% was positive influence of the customers satisfaction and the rest 21,4% was from the other variable that were not in the area of this research. Tujuan dari penelitian ini adalah untuk menjelaskan variabel-variabel yang mempengaruhi kepuasan pelanggan di Genio Hotel Manado. Kualitas layanan seperti buki fisik, keandalan, daya tanggap, jaminan dan empati mempengaruhi kepuasan pelanggan. Data diambil dari para tamu yang menginap di Genio Hotel untuk bulan Maret - Mei 2018. Ada 120 responden yang diambil dan data dianalisis dengan menggunakan SPSS 16 untuk dianalisis dengan menggunakan Uji Reliabilitas, Uji Validitas, Uji Multikolinieritas, dan Uji Heteroskedastisitas, Analisis korelasi, Penentu Koefisien, Signifikan dan Hipotesis dalam penilaian Skala Likert. Hasil penelitian ini menunjukkan bahwa ada pengaruh yang signifikan antara bukti fisik, keandalan, daya tanggap, jaminan dan empati terhadap kepuasan pelanggan. Dan untuk variabel individu, bukti fisik adalah variabel terkuat yang mempengaruhi kepuasan pelanggan, dan yang kedua adalah daya tanggap, keandalan, dan jaminan tetapi variabel empati tidak berpengaruh signifikan terhadap kepuasan pelanggan. Hasil penelitian menunjukkan bahwa 78,6% adalah pengaruh positif dari kepuasan pelanggan dan sisanya 21,4% dari variabel lain yang tidak termasuk dalam wilayah penelitian ini.

scholarly journals The effect of quality of the service upon customer satisfaction at royal safari garden resort and convention Cisarua Bogor

2019 ◽  
Vol 4 (2) ◽  
pp. 21
Author(s):  
Dwi Gemina ◽  
Rully Zulkiply
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Test Reliability ◽  
Reliability Test ◽  
Quality Service ◽  
Independent Variables ◽  
Physical Evidence ◽  
Regression Test ◽  
The Impact

This research aims to analyze the impact of quality of the service upon customer satisfaction at Royal Safari Garden Resort and Convention Cisarua Bogor. The questionniares have been distributed to 100 respondents. Type of the research is descriptive and verificative one. The questionnaire has applied validity test, reliability test and classics assumption. Likert scale has been used before applying multiple regression test to see the effect of five independent variables upon one dependent variable. The result has indicated that simultaneously and partially quality service (physical evidence, emphaty, reliability, responsiveness and guarantee) has positively and significantly affected the Customers satisfaction at Royal Safari Garden Resort and Convention Cisarua Bogor. Keywords : Service Quality, Customer Satisfaction, Royal Safari Garden Resord and Convention Cisarua Bogor.

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