ANALISIS PERSEPSI KUALITAS, KEPUASAN PELANGGAN DAN REPUTASI PERUSAHAAN TERHADAP MINAT ULANG MENGGUNAKAN JASA TRANSPORTASI

2018 ◽  
Vol 4 (2) ◽  
pp. 65-76
Author(s):  
Tineke Wolok
Keyword(s):  
Customer Satisfaction ◽  
Sample Size ◽  
Consumer Satisfaction ◽  
Statistical Approach ◽  
Perceived Quality ◽  
Transportation Services ◽  
Customer Perception ◽  
Quality Perception ◽  
Company Reputation

The concept of customer satisfaction is important for marketing managers where customer satisfaction can encourage repeat purchases. Consumer satisfaction is an important asset for the company because it can be used as an indicator of the company's quality and income in the future. The population of this study was 137 passengers a month. Determination of the number of samples in this study using a statistical approach, the sample size in the study amounted to 58 respondents. the results of the analysis and discussion above, the conclusions that can be drawn in this study are as follows: (1) Simultaneous problems between the influence of perceived quality, customer satisfaction and company reputation simultaneously have a significant effect on re-interest in using Gorontalo Tour & Travel transportation services. The partial problem between the influence of perceived quality, customer satisfaction and company reputation has a significant effect on re-interest in using Gorontalo Tour & Travel transportation services. Keywords: Quality Perception, Customer Perception, Company Problems, Retention using Transportation

ANALISIS PERSEPSI KUALITAS, KEPUASAN PELANGGAN DAN REPUTASI PERUSAHAAN TERHADAP MINAT ULANG MENGGUNAKAN JASA TRANSPORTASI

2018 ◽  
Vol 4 (2) ◽  
pp. 57-68
Author(s):  
Tineke Wolok
Keyword(s):  
Customer Satisfaction ◽  
Sample Size ◽  
Consumer Satisfaction ◽  
Statistical Approach ◽  
Perceived Quality ◽  
Transportation Services ◽  
Customer Perception ◽  
Quality Perception ◽  
Company Reputation

The concept of customer satisfaction is important for marketing managers where customer satisfaction can encourage repeat purchases. Consumer satisfaction is an important asset for the company because it can be used as an indicator of the company's quality and income in the future. The population of this study was 137 passengers a month. Determination of the number of samples in this study using a statistical approach, the sample size in the study amounted to 58 respondents. the results of the analysis and discussion above, the conclusions that can be drawn in this study are as follows: (1) Simultaneous problems between the influence of perceived quality, customer satisfaction and company reputation simultaneously have a significant effect on re-interest in using Gorontalo Tour & Travel transportation services. The partial problem between the influence of perceived quality, customer satisfaction and company reputation has a significant effect on re-interest in using Gorontalo Tour & Travel transportation services. Keywords: Quality Perception, Customer Perception, Company Problems, Retention using Transportation

scholarly journals Customer satisfaction survey in Friuli Venezia Giulia university canteens

2019 ◽  
Vol 29 (Supplement_4) ◽  
Author(s):  
G Perri ◽  
M Righini ◽  
A Tullio ◽  
M Del Pin ◽  
M Maifreni ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Multivariate Analyses ◽  
Perceived Quality ◽  
Online Questionnaire ◽  
High Quality ◽  
Quality Perception ◽  
Price Range ◽  
Culture Development ◽  
Friuli Venezia Giulia

Abstract Background Customer satisfaction represents an innovative approach to measure strengths and weaknesses of an organization and is useful for a customer-focused management and culture development. Our survey’s aim was to investigate perceived quality and needs of customers in the university canteen sector. Methods Between April and June 2018, an anonymous online questionnaire was distributed by “agenzia regionale per il diritto agli studi superiori” (ARDISS) among university students in Friuli Venezia Giulia, Italy. The questions covered 3 thematic areas: attendance of the service, quality of services and opinions on new initiatives. Furthermore, there was an open question to collect students’ suggestions or proposals to improve the service. Satisfaction about the service was evaluated through five topics: environments, hygiene, staff, meals, global satisfaction. Collected data were analyzed with descriptive, univariate and multivariate analyses. Statistical analyses were performed using 9.4 SAS software. Results Response rate was 20.5% (1933/9404). Multiple logistic regression analyses showed a difference in meal choice (entire vs reduced) between institutional canteen and partner cafeterias users (p < 0.0001) and that male (p < 0.0001) and foreign students (p 0.0003) prefer entire meal instead of reduced. Percentage of students who prefer entire meal is reduced (p < 0.0001) if price range increases. Univariate and multivariate analyses showed that high quality perception is associated with lower price range and no suggestions about food and environments (p < 0.0001); multivariate analyses also showed an association between high quality perception and high canteen attendance (p < 0.05). Conclusions The survey showed an association between meal choice and students’ profile and between perceived quality and customer’s features. These data and further analyses may help to select areas where an intervention could improve service quality and, therefore, customer satisfaction. Key messages Customer satisfaction is an important tool to measure and improve university canteen service quality. These results helped us to identify services’ strengths and weaknesses according to students’ opinions; this could be useful to select improvement areas.

Customer satisfaction study using the Servqual method

2018 ◽  
Vol 2 (86) ◽  
pp. 78-84
Author(s):  
A. Kania ◽  
K. Plasczyk
Keyword(s):  
Customer Satisfaction ◽  
Continuous Improvement ◽  
Consumer Satisfaction ◽  
Design Methodology ◽  
Perceived Quality ◽  
Service Improvement ◽  
Simple Tool ◽  
Metalworking Industry ◽  
Analysis Of Results ◽  
A Company

Purpose: In this article the application of a part of Servqual method in the selected enterprise was presented. Based on the results obtained key areas to service improvement in the organization were shown. Design/methodology/approach: The Servqual method is one of methods used to improve the consumer satisfaction in the area of service. The Servqual makes possible the study of difference between the expected and perceived quality. Findings: In this paper, characteristics of a company specializing in the design and construction of industrial furnaces and furnaces for the metalworking industry was presented. Then elaborated a questionnaire to study satisfaction of company clients based on the Servqual method. Finally the analysis of results from the study was carried out. Research limitations/implications: According to the Servqual method five groups of customers’ requirements were chosen. The values of expected and perceived quality were selected. The solutions to service improvement in the selected organization were proposed. Originality/value: The mission of every company is a continuous improvement, also in the service area. The Servqual is a useful and quite simple tool to improve the organization active in this area.

scholarly journals ANALISIS PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN KONSUMEN PADA RUMAH MAKAN KOBER MIE SETAN DI SURABAYA

2016 ◽  
Vol 1 (1) ◽  
Author(s):  
Achmad Effendy ◽  
Annisa Putriyana
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Research Result ◽  
Multiple Linear Regression Model ◽  
Multiple Correlation Coefficient ◽  
Quality Dimensions ◽  
Service Quality Dimensions

The problems of this study are partial and simultaneous Is factors of service quality dimensions that include tangibles, reliability, responsiveness, assurance and empathy have a significant influence on consumer satisfaction at Kober Noodle Eating Satan in Surabaya? And which variables are the most dominant influence on consumer satisfaction at Kober Noodle Eating Satan in Surabaya? Based on the research results, obtained the following regression equation: Y = 4.170 + 0.249 + 0.008 X1 + 0.346 X2 + 0,115 X3 X5 + X4 + 0.123 EThe results showed that there was a significant effect of the variable quality of services that include tangibles, reliability, responsiveness, assurance, and empathy towards customer satisfaction, it is proved by the test value F where significant value of 0.000. The research result t test showed there are three variables were not significant and the other two significant. Of the acquisition value equation of multiple linear regression model all variables showed a positive coefficient that shows the influence of service quality to customer satisfaction. Keofisien of determination of 0.377, which means that 37.7% variable tangibles, reliability, responsiveness, assurance, and empathy affect customer satisfaction, while 62.3% is influenced by other variables not studied like promotions and product quality. Based on the results of the Multiple Correlation Coefficient unknown value R of 0.614, indicating that the proportion of the relationship between tangibles, reliability, responsiveness, assurance, and empathy to customer satisfaction is very strong and positive at 61.4% and the remaining 38.6% influenced by unobserved variables the results showed that the variable responsiveness is the dominant variable with a beta value of 0.344.Keywords: tangible, reliability, responsiveness, assurance, empathy, customer satisfaction.

scholarly journals ANALISIS SIKAP DAN KEPUASAN KONSUMEN TERHADAP ATRIBUT PRODUK KARKAS AYAM PEDAGING SEGAR DI PASAR TRADISIONAL KOTA SAMARINDA

2018 ◽  
Vol 8 (2) ◽  
pp. 69
Author(s):  
Arif Ismanto ◽  
Try Julianda ◽  
. Mursidah
Keyword(s):  
Customer Satisfaction ◽  
Consumer Satisfaction ◽  
Secondary Data ◽  
Data Retrieval ◽  
Primary Data ◽  
Consumer Attitude ◽  
Satisfaction Index ◽  
Traditional Markets ◽  
Level Of Satisfaction

This research aims to know the attitude of consumers, the level of satisfaction, and what product attributes that are considered consumers before buying the broiler carcass in traditional market of Samarinda City. The data retrieval research conducted during November 2016. The basic method of research is using descriptive method, and it’s implementation with the technique level. The location of the study was chosen intentionally in Samarinda City by taking 3 traditional markets as a sample. The determination of the number of samples is done proportionally and the technique of determining the sampling method by chance (Accidental sampling) with the number of samples of 50 respondents. The type of data used is primary data and secondary data with data collection techniques by observation, interview, and recording. The analysis used is Fishbein Multi Attribute attitude analysis and to analyze satisfaction using Customers Satisfaction Index. The result of the research based on analysis of Fishbein Multiatribut known to consumer attribute value toward color attribute 16.80, weight (16.48), aroma (15.76), skin hygiene (14.57) and price (13.11). Based on Costumer Satification Index the level of customer satisfaction on broiler carcass is 77.11%. Result of research based on analysis of Fishbein Multi Attribute known consumer attitude toward carcass is “positive” which means consumers are well-receptive to broiler carcass in traditional markets with most attributes considered in the purchase decision of chicken carcasses in traditional markets of Samarinda City is the color of broiler carcasses. The order of attributes from the most considered to the least considered is color, carcass weight, aroma, skin hygiene and broiler carcass price. Based on Customer Satisfaction Index of consumer satisfaction level against broiler carcass is 77.11% who are satisfied category.

scholarly journals Effect of Emotional Experience, Electronic Word of Mouth, Reputation, Customer Satisfaction on Loyalty

2020 ◽  
Vol 1 (4) ◽  
pp. 215-227
Author(s):  
Brendi Wijaya ◽  
Henilia Yulita
Keyword(s):  
Customer Satisfaction ◽  
Consumer Satisfaction ◽  
Quantitative Methods ◽  
Sampling Method ◽  
Word Of Mouth ◽  
Emotional Experience ◽  
Air Transportation ◽  
Electronic Word Of Mouth ◽  
Transportation Services ◽  
The Public

Lion Air was chosen by the public as an airline because of its lower fares compared to other airlines. However, Lion Air also often creates problems in terms of service, namely passenger displacement due to delay. With a negative emotional experience will have an effect on reputation decline, due to electronic word of mouth by consumers who are dissatisfied with the service. This type of research uses quantitative methods. The population of this research is all consumers who have used Lion Air transportation services with a sample of 100 respondents. The data collection method uses purposive sampling method. Technical analysis using SMART PLS 3.0 consists of three types, namely instrument testing, prerequisite tests, and hypothesis testing. The results showed that consumer satisfaction is influenced by emotional experience, E-Wom is influenced by emotional experience, reputation is not influenced by emotional experience, loyalty is not influenced by customer satisfaction, E-Wom is influenced by customer satisfaction, reputation is influenced by consumer satisfaction, Loyalty is influenced by Reputation, Reputation is influenced by E-Wom, and Loyalty is also influenced by E-Wom.

KONUT PAZARLAMASINDA MÜŞTERİ MEMNUNİYETİNİN ÖLÇÜLMESİ: SAFRANBOLU ÖRNEĞİ

2016 ◽  
Vol 4 (2) ◽  
Author(s):  
Hicran Özgüner Kılıç ◽  
Hüseyin Alper Özer
Keyword(s):  
Customer Satisfaction ◽  
Consumer Satisfaction ◽  
Survey Method ◽  
Face To Face ◽  
Goods And Services ◽  
Level Of Satisfaction ◽  
The Face ◽  
The One ◽  
Business Sectors

Keeping existing customers has become more important for busineses than the acquisition of a new customer in the context of both the globalization process and the intense competition lived within this period in all business sectors. Therefore, the determination of customer satisfaction has become one of the primary priorities of businesses. Goods and services produceers put emphasis on consumer satisfaction which is the one of the important issues, as well as residential producer individuals and businesses. Although there are numerous studies which dealt with the customer satisfaction issue in the literatüre, the number of studies made in the residential marketing field is so few that this matter has been the biggest motivation to perform this study. In this context, this study has been done to determine the customer satisfaction level reached by residential producers whose number is increasing day after day in Safranbolu. At the same time, the investigation has been conducted to determine residential buyers’ satisfaction in Safranbolu by using the face-to-face survey method with customers who led to 247 usable surveys. The obtained results evaluation shows, in a general way, that the participants who bought houses have gained a moderate level of satisfaction.

scholarly journals Analisis Kepuasan dan Efektivitas Kerja Petani pada Penggunaan Hand Tractor di Lahan Kering

2019 ◽  
Vol 8 (2) ◽  
pp. 364
Author(s):  
Ananda Pradnyasuari ◽  
I Made Anom S. Wijaya ◽  
Ida Ayu Rina Pratiwi Pudja
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Junior High School ◽  
Consumer Satisfaction ◽  
Agricultural Land ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Human Labor ◽  
Purposive Sample

Hand tractor adalah salah satu teknologi alat dan mesin pertanian yang telah banyak digunakan petani dalam mengolah lahan pertanian sebagai pengganti tenaga manusia dan tenaga ternak. Penggunaan hand tractor di Kecamatan Baturiti, khususnya di Desa Candikuning sudah diterapkan kurang lebih 5-10 tahun dikarenakan waktu mengolah tanah lebih cepat daripada menggunakan tenaga kerja manual. Penelitian ini bertujuan untuk menganalisis kepuasan dan efektivitas kerja petani pada penggunaan hand tractor di Desa Candikuning, Baturiti, Tabanan, Bali. Penentuan sampel menggunakan metode purposive sample. Jumlah responden 30 petani dengan kriteria petani yang memiliki lahan pertanian, memiliki hand tractor, serta menggunakan hand tractor. Penelitian dilaksanakan pada bulan April – Mei 2019. Analisis menggunakan metode Deskriptif untuk menguraikan karakteristik petani. Analisis kepuasan konsumen menggunakan Important Performance Analysis (IPA) dan Customer Satisfaction Index (CSI), serta Analisis Efektivitas untuk mengukur efektivitas kerja petani. Penelitian menunjukkan bahwa pengguna hand tractor didominasi oleh petani kelompok umur produktif (50%), tingkat Pendidikan setingkat SD-SMP (73.34%), dengan pekerjaan sampingan sebagai buruh tani (60%). Hasil Importance Performance Analysis didapatkan tingkat kesesuaian rata-rata antara kinerja dan kepentingan sebesar 87.85% dengan rentang nilai berkisar antara 54.84% pada atribut harga hand tractor sampai dengan 100% pada atribut mudah dalam pengoperasian mesin. Hasil analisis Customer Satisfaction Index didapatkan sebesar 68.10%. Efektivitas kerja petani pada penggunaan hand tractor sebesar 100%. Dari hasil penelitian disimpulkan bahwa petani merasa puas pada penggunaan hand tractor dan kerja petani pada penggunaan hand tractor tergolong efektif. Kata kunci: hand tractor, kepuasan petani, efektivitas.   Hand tractor is one of the technology tools and agricultural machinery that has been widely used by farmers in processing agricultural land as a substitute for human labor and livestock power. The use of hand tractors in Kecamatan Baturiti, especially in Desa Candikuning has been implemented for approximately 5-10 years due to the time to process land faster than using manual labor. This study aims to analyze the satisfaction and effectiveness of farmer's work on the use of hand tractors in Desa Candikuning, Baturiti, Tabanan, Bali. Determination of the sample using the purposive sampling method. The number of respondents is 30 farmers with the criteria of farmers who own agricultural land, own hand tractors, and use hand tractors. The study was conducted in April - May 2019. The analysis used descriptive methods to describe the characteristics of farmers. Analysis of consumer satisfaction using Important Performance Analysis (IPA) and Customer Satisfaction Index (CSI), as well as Effectiveness Analysis to measure the effectiveness of farmers' work. Research shows that users of hand tractors are dominated by productive age farmers (50%), education level is at the level of elementary-junior high school (73.34%), with side jobs as farm laborers (60%). Importance Performance Analysis results obtained an average suitability level between performance and importance of 87.85% with a range of values ??ranging from 54.84% in the price attribute of hand tractors to 100% in the easy attribute in machine operation. Customer Satisfaction Index analysis results obtained by 68.10%. The effectiveness of farmers' work on the use of hand tractors is 100%. From the results of the study concluded that farmers were satisfied with the use of hand tractors and the work of farmers on the use of hand tractors was classified as effective. Keyword: hand tractor, farmer’s satisfaction, effectiveness.

scholarly journals TINGKAT KEPUASAN KONSUMEN WHAT’S UP CAFE MANADO

2019 ◽  
Vol 15 (3) ◽  
pp. 433
Author(s):  
Virjinia ., Tulungen ◽  
Theodora Maulina Katiandagho ◽  
Agnes Estephina Loho
Keyword(s):  
Customer Satisfaction ◽  
Consumer Satisfaction ◽  
Scientific Journal ◽  
Secondary Data ◽  
Sampling Technique ◽  
Primary Data ◽  
The Internet ◽  
Journal Articles ◽  
Research Topics

The purpose of this study was to determine the level of consumer satisfaction What's Up Cafe Manado regarding products, prices, places, and services. This research was conducted for 2 months from February to March 2019. Determination of the sample using accidental sampling technique. Data collected in this study are primary data and secondary data. Primary data were collected from direct interviews with 30 respondents (consumers) using a questionnaire with a Likert scale.Secondary data were obtained from local bookstores and the internet. From the internet using Google Scholar to get books, scientific journal articles and theses from other universities related to research topics on the level of consumer satisfaction. The results showed that the level of consumer satisfaction of What’s Up Cafe Manado overall was classified as very satisfied by 82.04%. In detail, the level of customer satisfaction for What's Up Cafe for the very satisfied category was 84.45% for product variables, 83.99% for prices, and 80.33% for places. For the satisfied category, the service variable is 79.99%.*eprm*

scholarly journals PENGARUH KUALITAS JASA TERHADAP KEPUASAN KONSUMEN DALAM MENGGUNAKAN JASA TRANSPORTASI PT EKA SARI LORENA TRANSPORT BOGOR

2017 ◽  
Vol 8 (1) ◽  
pp. 37
Author(s):  
Ans James Sembiring ◽  
Titiek Tjahja Andari
Keyword(s):  
Customer Satisfaction ◽  
Consumer Satisfaction ◽  
Research Quality ◽  
Quality Of Services ◽  
Transportation Services ◽  
Descriptive Research ◽  
Research Survey ◽  
Consumer Feedback ◽  
Positive Effect

Tujuan dari penelitian ini adalah untuk mengetahui bagaimana tanggapan konsumen tentang kualitas jasa yang diberikan perusahaan dan pengaruh kualitas jasa (tangible, emphaty, reliabiilty, responsiveness dan assurance) secara parsial dan simultan berpengaruh terhadap kepuasan konsumen. Metode penelitian adalah survey, bentuk penelitian deskriptif dan verifikatif dengan objek penelitian sebanyak 100 responden yang menggunakan jasa transportasi PT Eka Sari Lorena Transport. Berdasarkan hasil penelitian, secara simultan kualitas jasa yang terdiri dari tangible(X1), emphaty(X2), reliabiilty(X3), responsiveness(X4) dan assurance(X5) berpengaruh terhadap kepuasan konsumen PT Eka Sari Lorena Transport (Y), sedangkan secara parsial variabel tangible(X1) tidak berpengaruh terhadap kepuasan konsumen PT Eka Sari Lorena Transport (Y), variabel emphaty(X2), reliabiilty(X3), responsiveness(X4) dan assurance(X5) berpengaruh signifikan dan positif terhadap kepuasan konsumen PT Eka Sari Lorena Transport.KATA KUNCI:  Kualitas Jasa, Kepuasan Konsumen THE EFFECT OF SERVICE QUALITY CUSTOMER SATISFACTION IN USING TRANSPORTATIONABSTRACTThe purpose of this research is to find out how consumer feedback about the quality of services rendered and the influence of the quality of the company's services (tangible, emphaty, reliabiilty, responsiveness and assurance) partially and simultaneous effect on customer satisfaction. The method of research done is a descriptive research, survey and verifikatif with the object of research by as much as 100 respondents who use transportation services PT Eka Sari Lorena Transport. Based on the results of research, quality service that simultaneously composed of tangible (X 1), (X 2), emphaty reliabiilty (X 3), responsiveness (X 4) and assurance (X 5) influence on consumer satisfaction PT Eka Sari Lorena Transport (Y), while partially tangible variables (X 1) does not affect satisfaction of PT Eka Sari Lorena Transport (Y), variable (X 2), emphaty reliabiilty (X 3), responsiveness (X 4) and assurance (X 5) significant and positive effect toward satisfaction of PT Eka Sari Lorena Transport. 

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