scholarly journals PENGARUH KUALITAS PELAYANAN, HARGA DAN LOKASI TERHADAP KEPUASAN KONSUMEN (Studi Kasus Pada Konsumen Paras Snack Di Kabupaten Boyolali Tahun 2019)

2020 ◽  
Vol 8 (2) ◽  
pp. 41-48
Author(s):  
Isnaini Sholikah ◽  
Unna Ria Safitri ◽  
A. Fidhdiarr Ariestanto T N K
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Quantitative Methods ◽  
T Test ◽  
Test Reliability ◽  
Validity And Reliability ◽  
F Test ◽  
Independent Variables ◽  
Normality Test ◽  
A Value

The research objective is to determine the effect of price, location, and service quality variables on customer satisfaction. 100 respondents who were used as samples were involved in filling out the questionnaire, taken from Paras Snack consumers. Collecting data using questionnaires with the Accidential Sampling Method, and analysis using quantitative methods. The validity and reliability tests were used in the data instrument testing, and the normality test, multicollinearity test, heteroscedasticity test, autocorrelation test were used to analyze the data, the t test and F test and the determination test (R2) were used to test the hypothesis. Validity test, reliability test and classical assumption test whose data have been met are then processed to produce a regression equation: Y = 4,475 + 0.126 X1 + 0.348 X2 + 0.374. Partially service quality variables do not affect customer satisfaction variables, while variables that affect customer satisfaction partially are price and location variables as indicated by hypothesis testing using the t-test. Then the results of the F test are shown simultaneously the influence of the three independent variables on the dependent variable. It is stated from the results of the determination test (R2) that the value of the Adjusted R Square is 0.811, which means that the dependent variable of customer satisfaction with a value of 81.1% can be explained by the three independent variables, namely the variable price, location and service quality and the remaining 18.9% value is explained by the variable outside of research.  

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 The Effect of Service Quality, Price Perception, and Brand Image on Feeling Value, and Customer Satisfaction at Dian Husada Mojokerto Hospital

2021 ◽  
Vol 8 (1) ◽  
pp. 71-80
Author(s):  
Indarwati ◽  
Ida Bagus Cempena ◽  
Ida Bagus Udayana Putra
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Brand Image ◽  
Linear Regression Analysis ◽  
Perceived Value ◽  
T Test ◽  
Test Reliability ◽  
F Test ◽  
Perceived Service Quality ◽  
Price Perception

This study aims to determine the effect of service quality, perceived brand image price and perceived value on consumer satisfaction at Dian Husada Hospital, Mojokerto. The hypothesis in this study is that there is a partial effect of service quality on price perceptions on perceived value and service quality. And there is a significant effect of perceived service quality, price, brand image and perceived value simultaneously affect customer satisfaction at Dian Husada Hospital in Mojokerto. The population used in this study were 100 consumers at Dian Husada Hospital Mojokerto. The data analysis technique used is validity test, reliability test, classical assumption test, descriptive analysis, multiple linear regression analysis, multiple determination analysis, correlation coefficient analysis. The hypothesis test used is the F test and t test. Based on the t test results of Path Sub-Structure 1, service quality, price perception and brand image has a partial effect on perceived value. Based on the results of the t test Sub-Structure 2, the perceived service quality of price and value has a partial effect on service quality and brand image has no partial effect on customer satisfaction; Based on the results of the study of the F-Test Sub-Structure 1, the Sig. <0.05 is 0.000 <0.005, so the variables of Service Quality, Price Perception, and Brand Image have a significant influence on the Perceived Value. And based on the results of the study of the F-Test Sub-Structure Path 2, the value of Sig. <0.05 is 0.000 <0.005, so that the variables of Service Quality, Price Perception, Brand Image.

scholarly journals PENGARUH KUALITAS PELAYANAN DAN HARGA TERHADAP KEPUASAN KONSUMEN PADA CV. NETRAL KECAMATAN RENGAT KABUPATEN INDRAGIRI HULU

2019 ◽  
Vol 10 (3) ◽  
pp. 324-332
Author(s):  
Kurnia Dewi
Keyword(s):  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Correlation Coefficient ◽  
Consumer Satisfaction ◽  
Quantitative Methods ◽  
T Test ◽  
F Test ◽  
Independent Variable

This research is on CV. Netral Rengat District, Indragiri Hulu Regency. The purpose of this research is to know the effect of service quality and price simultaneously on customer satisfaction on CV. Neutral Rengat District, Indragiri Hulu Regency; To find out the effect of service quality partially on customer satisfaction on CV. Neutral Rengat District, Indragiri Hulu Regency; To find out the effect of prices partially on customer satisfaction on CV. Neutral Rengat District, Indragiri Hulu Regency. The population in this study are all consumers who use the services of CV. Neutral Rengat Subdistrict, Indragiri Hulu Regency which is infinite in number, where visitors are teenagers to adults, the population used is 24,057 people. While the sample in this study amounted to 100 people with a nonprobability sampling technique. Thisr research used quantitative methods, namely by multiple linear regression, correlation coefficient and determination, and F test and t test. Based on the results of the research and discussion, some conclusions can be drawn as follows: From the quantitative calculations obtained using the multiple linear regression equation Y = a + b1X1 + b2X2 obtained Y = 3.808 + 0.238 X1 + 0.528 X2, namely the constant coefficient value (a) amounting to 3.808 this means that if the value of service quality (X1) and price (X2) equals zero, then the level or amount of customer satisfaction (Y) is equal to 3.808. The coefficient value of X1 = 0.238 means that if the service quality (X1) rises by one unit, while the price variable (X2) remains, customer satisfaction (Y) will increase by 0.238 and vice versa if the service quality (X1) decreases by one unit, while the price variable (X2) remains, consumer satisfaction (Y) will decrease by 0,238. The coefficient value of X2 = 0.528 explains that if the price (X2) rises by one unit, while the service quality variable (X1) remains, the level of customer satisfaction (Y) will increase by 0.528 and if the price (X2) falls by one unit, while the service quality variable (X1) remains that consumer satisfaction (Y) will decrease by 0.528. Multiple linear correlation coefficient (R) that is 0.885 means that the relationship that has a very high correlation between service quality and price to customer satisfaction is 0.885. The coefficient of determination (R2) is 0.783, meaning that customer satisfaction can be explained by variations in changes in the independent variable (service quality and price) of 78.3%, while the remaining 21.7% is explained by other variables outside the research. Based on the results of the F test, the calculated F value is 175,051 with a significant level of 0,000. While Ftable at 100% (0.05) is 3.09. In both calculations, F count> Ftable is 175,051> 3,09. This means that Ho is rejected and Ha is accepted, meaning that simultaneously service quality and price have a significant effect on customer satisfaction. Based on the results of the t test obtained the value of tcount X1> t table = 2.101> 1.98447 so that Ho is rejected and Ha is accepted, which means the independent variable (X1) service quality partially has a significant effect on the variable customer satisfaction (Y). Furthermore, the value of tcount X2> t table = 4.268> 1.98447 so that Ho is rejected and Ha is accepted, which means that the independent variable (X2) price partially has a significant effect on the variable customer satisfaction (Y).

scholarly journals PENGARUH KUALITAS PRODUK, PERSEPSI HARGA, DAN KUALITAS LAYANAN TERHADAP KEPUASAN KONSUMEN

2021 ◽  
Vol 15 (2) ◽  
pp. 97
Author(s):  
Jonathan Herdioko ◽  
Valentcio Luwiska W
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
T Test ◽  
Validity And Reliability ◽  
F Test ◽  
Probability Sampling ◽  
Price Perception

ABSTRAK Penelitian ini bertujuan untuk mengetahui pengaruh kualitas produk, persepsi harga, dan kualitas pelayanan terhadap kepuasan konsumen pada Toko Tekstil Mac Mohan, Solo. Populasi dalam penelitian ini adalah penduduk Kota Solo. Teknik penyampelan menggunakan non-probability sampling dengan pemilihan 100 responden yang pernah membeli produk di Mac Mohan Solo. Teknik pengumpulan data dilakukan dengan menyebarkan kuesioner yang telah diuji validitas dan reliabilitasnya. Metode analisis regresi linier berganda digunakan dengan uji R2, uji F, dan uji t. Hasil pengujian menghasilkan nilai sig uji F sebesar = 0,00, artinya secara simultan variabel kualitas produk, persepsi harga, dan kualitas pelayanan berpengaruh signifikan terhadap kepuasan konsumen. Hasil uji t menunjukkan bahwa kualitas produk, persepsi harga, dan kualitas layanan secara parsial berpengaruh signifikan terhadap kepuasan pelanggan. Kata Kunci: kualitas produk, persepsi harga, kualitas layanan, kepuasan pelanggan ABSTRACTThis study aims to determine the effect of product quality, price perception, and service quality toward customer satisfaction at Toko Tekstil Mac Mohan, Solo. The population in this study are the residents of Solo. Non-probability sampling method is adopted with a selection of 100 respondents who have bought products at Mac Mohan Solo. Data collection techniques were carried out by distributing questionnaires that had been tested for validity and reliability. The multiple linear regression analysis method is used with R2 test, F test, and t test. The test results produce a sig value of F test of = 0.00, meaning that simultaneously, the variable product quality, price perception, and service quality have a significant effect on customer satisfaction. The t test shows that product quality partially, price perception, and service quality partially have a significant effect on customer satisfaction. Keywords: product quality, price perception, service quality, customer satisfaction

scholarly journals PENGARUH PROMOSI DAN KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN PADA RESTORAN BAKSO LAPANGAN TEMBAK SENAYAN

2020 ◽  
Vol 11 (01) ◽  
pp. 32-45
Author(s):  
Diana Diana ◽  
Nanda Harry Mardika
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
T Test ◽  
Coefficient Of Determination ◽  
Validity And Reliability ◽  
F Test

The development of business today is characterized by increasingly intense competition,to be able compete with other culinary businesses, companies must pay attention to promotions, service quality and customer satisfaction. Attractive promotions and good service quality can increase customer satisfaction. The purpose of this study was to determine the existence of a positive and significant effect between promotion variables and service quality on consumer satisfaction at the Restoran Bakso Lapangan Tembak Senayan with a purposive sampling technique, the number of samples in this study amounted to 100 respondents. Data collection method is questionnaire. Data quality in this study uses validity and reliability test, the classic assumption 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 using SPSS version 23 software program. The results of the t test and F test, it can be concluded promotion is partially positive and significant effect on customer satisfaction, service quality is partially positive and significant effect on customer satisfaction, as well promotion and service quality as a whole. simultaneous positive and significant effect on consumer satisfaction in the Restoran Bakso Lapangan Tembak Senayan. Keywords: promotion, service quality, customer satisfaction

scholarly journals Analysis of The Effect of Servicescape and Service Quality on Customer Satisfaction at Post Shop Coffee Tofee in Bogor City

2021 ◽  
Vol 4 (1) ◽  
pp. 66-74
Author(s):  
Riani Yunita ◽  
Muchsin S. Shihab ◽  
Dendy Jonas ◽  
Hendriyati Haryani ◽  
Yochebed Anggraini Terah
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Word Of Mouth ◽  
Strong Relationship ◽  
T Test ◽  
Quality Service ◽  
F Test ◽  
Normality Test ◽  
Joint Influence ◽  
Survey Results

This study aims to determine how servicescape and service quality affect customer satisfaction and word of mouth. This research is based on customer satisfaction as a benchmark for business continuity that can have an impact on marketing, with pre-survey results based on visitor testimonials from 20 people interviewed, as many as 55% of consumers are dissatisfied with servicescape and as many as 45% of consumers are dissatisfied with quality. service and only as much as 40% whose satisfaction affects word of mouth. This research was conducted at Post Shop Coffee Toffee Bogor City, with a total of 100 respondents with two equations, namely equation I Y1 = PY1X1 + PY1X2 + ?1 and equation II: Y2 = PY2X1 + PY2X2 + PY2Y1 + ?2. The analysis used in this research begins with the classic assumption test in the form of normality test and heteroskesdasticity test, path analysis with t test; f test; and codetermination test and coefficient test between variables. The results showed that the normality test for equation I and equation II, the value of sig. > 0.05 means that the data residuals are normally distributed. Equations I and II do not occur heteroskesdasticity, that is, they are not patterned regularly and spread above and below the number 0. The T test for equation I obtained a calculated T value of 3.885 and 5,279 greater than T table 1985, the sig value of 0.000 less than 0.05 means that H0 is rejected and H1 is accepted, it means that both servicescape and service quality have an influence on customer satisfaction. The F test for the servicescape variable and service quality obtained the calculated F value of 88,319, greater than the F table of 3.090 and the sig 0,000 value smaller than 0.05, meaning that H0 is rejected and H1 is accepted. The contribution of the influence of X1 servicescape and X2 service quality on Y1 customer satisfaction amounted to 64.6%. T test for equation II, it is obtained that the value of T count is greater than T table 1.985, the sig value of 0.000 is less than 0.05, which means that service quality and customer satisfaction have an influence on word of mouth on consumers of Post Shop Coffee Tofee in Bogor City. The F test for the servicescape variable, service quality and customer satisfaction obtained a calculated F value of 129,419 greater than the F table of 2,699 and a sig 0,000 value less than 0.05, meaning that there is a joint influence between servicescape, service quality and customer satisfaction on word of mouth. The contribution or contribution of the influence of servicescape (X1), service quality (X2) and customer satisfaction (Y1) to word of mouth (Y2) is 80.2%. The correlation between customer satisfaction and word of mouth is 0.874 which means that customer satisfaction has a strong relationship. very strong against word of mouth.

scholarly journals PENGARUH FASILITAS TERHADAP KEPUASAN PELANGGAN DI ASTON MADIUN HOTEL & CONFERENCE CENTER

2018 ◽  
Vol 7 (1) ◽  
pp. 31-38
Author(s):  
Ninik Srijani ◽  
Achmad Sukma Hidayat
Keyword(s):  
Customer Satisfaction ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
T Test ◽  
Cluster Sampling ◽  
Validity And Reliability ◽  
Normality Test ◽  
A Value ◽  
Observation Methods ◽  
Conference Center

This study aims to determine the facility in Aston Madiun Hotel & Conference Center. To determine customer satisfaction at Aston Madiun Hotel & Conference Center. To know the facility is there any influence on customer satisfaction Aston Madiun Hotel & Conference Center. The method in this research is descriptive quantitative method, while the sampling technique in this research is cluster sampling, that customers who stayed at Aston Madiun Hotel & Conference Center with a number of 101 respondents. Collecting data using questionnaires and observation methods. In analyzing the data the instruments used are validity and reliability. To test the assumption using normality test. And to test the hypothesis of this study using simple linear regression analysis of the data, the determinant coefficient, and t test. The results were obtained a total score of facilities has a value above the average of 59 respondents, while below the average of 42 respondents. Y = 11.727 + 0,820X. The constant equal to 11.727, meaning that if the variable or constant fixed-value amenities, the amount Customer Satisfaction is 11.727. This means that without the influence of the amenities variable customer satisfaction will continue to have a value of 11.727. A regression coefficient of 0.820 has the sense that if an increase in                                                                    31         the Facility variables Customer satisfaction will rise by 0.820 of one unit assuming other variables remain. The coefficient is positive means that there is a positive relationship Facility and Customer Satisfaction. Based on the analysis above can be seen the value of R2 is 0.799. So the influence of facilities to customer satisfaction Aston Madiun Hotel & Conference Center 79.9% while the remaining 20.1% is influenced by other factors. So it can be concluded that the facility has an influence on customer satisfaction. T test calculations obtained was 19.810 while ttabel 1.937. Thus H0 is rejected, meaning that there is influence overall facility to customer satisfaction.

scholarly journals PENGARUH KUALITAS LAYANAN, KUALITAS PRODUK, DAN HARGA TERHADAP KEPUASAN NASABAH KREDIT SERBA BISA PADA PD. BPR BKK KOTA SEMARANG PERIODE JUNI 2019

KEUNIS ◽  
2020 ◽  
Vol 8 (1) ◽  
pp. 10
Author(s):  
Ika Puspita Ardani ◽  
Jati Handayani
Keyword(s):  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Product Quality ◽  
Sampling Technique ◽  
T Test ◽  
Test Reliability ◽  
F Test ◽  
Quality Product

<em>This purpose of this research is to analyze the effect of service quality, product quality, and price on customer satisfaction of Credit Serba Bisa at PD. BPR BKK Kota Semarang Period June 2019. This research is a causal applied quantitative research. The types of data used in this study are primary and secondary. Methods of data collection using questionnaires, interviews, and observation. The sampling technique used was purposive sampling technique with a sample of 100 respondents. Data testing methods used in this study are validity test, reliability test, normality test, multicollinearity test, heteroscedasticity test, autocorrelation test, multiple linear regression test, F test, t test, test the coefficient of determination R<sup>2 </sup>which shows can be used to measure customer satisfaction. The analytical method used in this study is multiple linear regression using SPSS 25. The results of the F test show that the quality of service, product quality, and price simultaneously have a significant effect on customer satisfaction on Credit Serba Bisa in PD. BPR BKK Kota Semarang. Furthermore, the t test results showed that service quality, product quality, and price partially had a significant effect on customer satisfaction of Credit Serba Bisa at PD. BPR BKK Kota Semarang.</em>

scholarly journals PENGARUH KUALITAS PELAYANAN DI ERA BPJS TERHADAP KEPUASAN PASIEN RAWAT JALAN PADA POLIKLINIK MATA (Studi Kasus pada Rumah Sakit Bhayangkara Semarang)

2020 ◽  
Vol 2 (1) ◽  
pp. 1
Author(s):  
Lala Irviana Isyoto
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Significant Influence ◽  
Population Sample ◽  
Sampling Technique ◽  
T Test ◽  
Test Results ◽  
F Test ◽  
Independent Variables ◽  
Dominant Influence

Abstract: This study aims to clarify and determine the influce of service quality on customer satisfaction together and partial as well as to determine which variable are dominant influence on customer satisfaction at Bhayangkara Hospital Semarang (Opthamologist policlinic). The independent variables used in this study are reliability, responsiveness, confidence, empathy, and tangible. Dependent variable in this study is the customer satisfaction. This research was conducted at Bhayangkara Hospital Semarang (Opthamologist policlinic) . The population sample used is patients at Bhayangkara Hospital Semarang (Opthamologist policlinic). The sampling technique use Accidental Sampling. The sample used in this study amounted to 80 patients as respondents. Based on the F test results was showed that F Sig  0,000<0,005, which means the Service Quality which consists of reliability, responsiveness, confidence, empathy, and tangible have a significant influence on customer satisfaction. Based on the t results showed that the variables of reliability, responsiveness, confidence, empathy, and tangible significantly influence customer satisfaction. T test results also showed that the empathy (X4) variable have had the most powerfull effect compared with other variables, so the emphaty (X4) variable have the dominant influence on the customer satisfaction (patients).Keyword: Service Quality, Customer Satisfaction.

Pengaruh Kualitas Pelayanan, Harga, dan Promosi Terhadap Kepuasan Pelanggan pada PT. Benua Trans Maju Bersama Cabang Medan

2021 ◽  
pp. 88-93
Author(s):  
Nurmaidah Ginting ◽  
Mila sari Br Ginting ◽  
, Ine Selvia Br Tarigan
Keyword(s):  
Regression Analysis ◽  
Data Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Significant Influence ◽  
Quantitative Research ◽  
Analysis Model ◽  
Validity And Reliability ◽  
Normality Test ◽  
Sample Test

in this study is to find out how the influence of service quality, price and promotion on customer satisfaction with the aim of testing and analyzing the effect of service quality, price and promotion on customer satisfaction at PT. Benua Trans Maju Bersama Cabang Medan. The research was started in October 2020 – May 2021. In this study, the researcher used quantitative research techniques with the type of research being descriptive quantitative and the nature of the research was descriptive explanatory research. The population in this study were all customers has 223 customers. where validity and reliability were first tested in order to determine whether a questionnaire was valid or not, and researchers did it to 30 customers and the rest were 143 customers as a sample test. Then it is processed using the classical assumption test which includes: normality test, multicollinearity test, and heteroscedasticity test. The data analysis model in this study uses multiple regression analysis. The conclusion from the results of this study is that there is a service quality partially positive and significant effect on customer satisfaction. The price partially positive and significant effect on customer satisfaction. Promotion positive and significant effect on customer satisfaction Simultaneously the variables of service quality (X1), price (X2) and promotion (X3), there is a positive and significant influence on customer satisfaction (Y).

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