scholarly journals PENGARUH HARGA DAN KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PADA BENGKEL ZUL KELUARGA JAYA

2019 ◽  
Vol 6 (2) ◽  
pp. 40-47
Author(s):  
Zai Prayogie ◽  
Darwin Lie ◽  
Marisi Butarbutar ◽  
Sudung Simatupang
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Field Research ◽  
Research Problem ◽  
Positive Influence ◽  
Coefficient Of Determination ◽  
Significance Level ◽  
Quantitative Descriptive ◽  
Descriptive Method

The formulation of this research problem is how the influence of price and quality of service to customer satisfaction at Bengkel Zul Keluarga Jaya. The research method used in this paper is literature research and field research. The population is employees of Bengkel Zul Keluarga Jaya amounting to 30 customers. The data used are data by qualitative and qualitative data, and data collection techniques by questionnaire, interview and documentation. Then the technique of data analysis using qualitative descriptive method and quantitative descriptive method.                Results of analysis of multiple linear regression is Ŷ = 3.629 + 0.386 X1 + 0.299 X2 means there is a positive influence between price and quality of service to customer satisfaction. The strength of the relationship of the three variables is very strong, ie r = 0.826. From the coefficient of determination can be explained high low customer satisfaction 46.6%, and the remaining 53.4% explained by other factors that are not discussed in this study. From the results of processing and calculation of the questionnaire, the authors to get the conclusion that the price and quality of service applied Bengkel Zul Keluarga Jaya positive and significant impact on customer satisfaction. This is proven by hypothesis testing simultaneously, where the test result Fhitung (11,802)> Ftabel (3,35) with significance level 0,000 <alpha 0,05

scholarly journals PENGARUH KEPEMIMPINAN DAN KEPUASAN KERJA TERHADAP DISIPLIN KERJA PADA BALAI DIKLAT LINGKUNGAN HIDUP DAN KEHUTANAN PEMATANGSIANTAR

2019 ◽  
Vol 4 (2) ◽  
pp. 72-81
Author(s):  
Nina Arsilah ◽  
Darwin Lie ◽  
Marisi Butarbutar ◽  
Lora Ekana Nainggolan
Keyword(s):  
Job Satisfaction ◽  
Field Research ◽  
Research Problem ◽  
Positive Influence ◽  
Coefficient Of Determination ◽  
Significance Level ◽  
Qualitative Descriptive ◽  
Quantitative Descriptive ◽  
The Relationship ◽  
Descriptive Method

The formulation of this research problem is how the influence of Leadership and Job Satisfaction on Work Discipline at Balai Diklat Lingkungan Hidup dan Kehutanan Pematangsiantar. The research method used in this paper is literature research and field research. Its population is employees of Balai Diklat Lingkungan Hidup dan Kehutanan Pematangsiantar amounted to 57 people. The data used are data by qualitative and qualitative data, and data collection techniques by questionnaire, interview and documentation. Then the technique of data analysis using qualitative descriptive method and quantitative descriptive method. Results of analysis of multiple linier regression is Ŷ = 26,243 + 1,232X1 + 0,681X2, means there is a positive influence between leadership and job satisfaction on work discipline. The strength of the relationship between the three variables is strong, is r = 0,752. From the coefficient of determination can be explained high low work discipline 56,5%, and the remaining 43,5% explained by other factors that are not discussed in this study. From the results of processing and calculation of the questionnaire, the authors get the conclusion that the leadership and job satisfaction applied Balai Diklat Lingkungan Hidup dan Kehutanan Pematangsiantar have a positive and significant effect on work discipline. This is proven by hypothesis testing simultaneously, where the test result fhitung (35,062)> fhitung (3,17) with significance level 0,000 < alpha 0,05. Keywords: Leadership, Job Satisfaction And Work Discipline

scholarly journals PENGARUH BUDAYA ORGANISASI DAN KOMITMEN TERHADAP KINERJA GURU PADA SMK GKPS 2 PEMATANGSIANTAR

2019 ◽  
Vol 4 (2) ◽  
pp. 92-102
Author(s):  
Sofi Chrisdayanti Purba ◽  
Darwin Lie ◽  
Efendi Efendi ◽  
Andy Wijaya
Keyword(s):  
Employee Performance ◽  
Teacher Performance ◽  
Field Research ◽  
Research Problem ◽  
Positive Influence ◽  
Coefficient Of Determination ◽  
Significance Level ◽  
Cultural Organization ◽  
Quantitative Descriptive ◽  
Descriptive Method

The formulation of this research problem is how the influence of Cultural Organization and Commitment to the Teacher Performance at SMK GKPS 2 Pematangsiantar. The research method used in this paper is literature research and field research. Its population is employees of SMK GKPS 2 Pematangsiantar amounted to 64 people. The data used are data by qualitative and qualitative data, and data collection techniques by questionnaire, interview and documentation. Then the technique of data analysis using qualitative descriptive method and quantitative descriptive method. Results of analysis of multiple linear regression is Ŷ = 68,710 + 0,715X1 + 0,914X2 means there is a positive influence between cultural organization and commitment on teacher performance. The strength of the relationship between the three variables is strong, is r = 0,672. From the coefficient of determination can be explained high low employee performance 45,2% and the remaining 54,8% explained by other factors that are not discussed in this study. From the results of processing and calculation of the questionnaire, the authors get the conclusion that the cultural organization and commitment applied SMK GKPS 2 Pematangsiantar have a positive and significant effect on teacher performance. This is proven by hypothesis testing simultaneously, where the test result fhitung (25,170) > fhitung (3,15) with significance level 0,000 < alpha 0,05. Keywords: Cultural Organization, Commitment and Teacher Performance

scholarly journals PENGARUH KOMUNIKASI DAN ETOS KERJA TERHADAP KINERJA TENAGA PEMASAR PADA PT PRUDENTIAL LIFE ASSURANCE PRESTASI AGENCY PS-1 PEMATANGSIANTAR

2019 ◽  
Vol 4 (2) ◽  
pp. 51-56
Author(s):  
Ista Marsara Sijabat ◽  
Darwin Lie ◽  
Marisi Butarbutar ◽  
Andy Wijaya
Keyword(s):  
High Performance ◽  
Work Ethic ◽  
Field Research ◽  
Research Problem ◽  
Coefficient Of Determination ◽  
Significance Level ◽  
Life Assurance ◽  
Communication Work ◽  
Quantitative Descriptive ◽  
Descriptive Method

The formulation of this research problem is how the influence of communication and work ethic on the performance of marketers in PT Prudential Life Assurance Achievement Agency PS-1 Pematang Siantar. The research method used in this paper is literature research and field research. The population is 70 people marketers and the sample in this study as many as 70 people. The data used are data by qualitative and qualitative data, and data collection techniques by questionnaire, interview and documentation. Then the technique of data analysis using qualitative descriptive method and quantitative descriptive method. The result of analysis from multiple linear regression is Ŷ = 8,824 + 0,328X1 + 0,389X2, meaning that communication and work ethic have positive effect to marketer performance. The strength of the relationship between the three variables is very strong, ie r = 0.680. From the coefficient of determination can be explained the high performance of market power 46.3%, and the remaining 53.7% explained by other factors that are not discussed in this study. From the results of processing and calculation of the questionnaire, the authors get the conclusion that communication and work ethic at PT Prudential Life Assurance Agency PS-1 have a positive and significant impact on customer satisfaction. This is proven by hypothesis testing simultaneously, where the test result fhitung (28,828)> ftabel (3,13) with significance level 0,000 <alpha 0,05. Keywords: Communication, Work Ethic, Performance of Marketers

scholarly journals PENGARUH MOTIVASI DAN LINGKUNGAN KERJA TERHADAP KINERJA KARYAWAN PADA PT PERKEBUNAN NUSANTARA IV UNIT USAHA BALIMBINGAN

2019 ◽  
Vol 4 (2) ◽  
pp. 1-9
Author(s):  
Ayu Suandani ◽  
Darwin Lie ◽  
Marisi Butarbutar ◽  
Nana Triapnita Nainggolan
Keyword(s):  
Work Environment ◽  
Employee Performance ◽  
Hypothesis Test ◽  
Field Research ◽  
Research Problem ◽  
Positive Influence ◽  
Business Unit ◽  
Qualitative Descriptive ◽  
Quantitative Descriptive ◽  
Descriptive Method

The formulation of this research problem is how the influence of motivation and work environment on employee performance at PT Perkebunan Nusantara IV Balimbingan Business Unit. The research method used in this paper is literature research and field research. Its population is employees PT Perkebunan Nusantara IV Balimbingan Business Unit amounted to 59 people. Given the number  of respondents less than 100 people to answer the quetionaiere that the author distributed and the availability of time of the author and for the accuracy of the results of research. The data used is data by qualitative and quantitative data, and data collection techniques by questionnaire, interview and documentation. Then the technique of data analysis using qualitative descriptive method and quantitative descriptive method. Result of analysis from linear regresi modestly that is Ŷ=8,697 + 0,809X1 + 0,6439X2 meaning there are positive influence between motivation and work environment on employee performance. The strength of relationship between the variables is very strength, that is r= 0,775. From coefficient determinasi can be explainable high low employee performance 60 %, and the rest 40 % explained by other factor not discussed in this study. From result of processing and calculation of questionnaires,the authors get the assumption that the motivation and work environment applied  PT Perkebunan Nusantara IV Balimbingan Business Unit . This matter is proved by hypothesis test either simultaneously where result test the fhitung (42,034) > ttabel (3,16) and which significant 0,000 < alpha 0,05.   Keywords: Motivation, Work Environment and Employee Performance 

scholarly journals PENGARUH ETOS KERJA DAN KEPUASAN KERJA TERHADAP DISIPLIN KERJA PEGAWAI PADA KANTOR PELAYANAN PERBENDAHARAAN NEGARA (KPPN) PEMATANGSIANTAR

2018 ◽  
Vol 6 (1) ◽  
pp. 39-49
Author(s):  
Pradita Pradita ◽  
Darwin Lie ◽  
Efendi Efendi ◽  
Ady Inrawan
Keyword(s):  
Job Satisfaction ◽  
Hypothesis Test ◽  
Field Research ◽  
Research Problem ◽  
Positive Influence ◽  
Work Ethics ◽  
Qualitative And Quantitative ◽  
Library Research ◽  
Quantitative Descriptive ◽  
Descriptive Method

As for this research problem formula is how work ethics and job satisfaction on working discipline at Kantor Pelayanan Perbebndaharaan Negara (KPPN) Pematangsiantar. Research Method used in this writing is library research and field research. Its population and sample is employees Pelayanan Perbebndaharaan Negara (KPPN) Pematangsiantar  amount to 28 people. Considering responder amount less than 100 people to reply the questionnaires which writer propagate and availibility of writer time and also for the accuracy of result of research. In this study using  qualitative data and quantitative data, and technique of data collecting by questionnaires, interview and documentation. Then technique analyse the data use the descriptive method qualitative and quantitative descriptive method.Result of analysis from linear regresi modestly that is Ŷ=35,010 + 0,491X1 + 0,763X2 meaning there are positive influence work ethics and job satisfaction on working discipline at Kantor Pelayanan Perbebndaharaan Negara (KPPN) Pematangsiantar. The strength of relationship between the variables is very strength, that is r= 0,781. From coefficient determinasi can explainable high and low of customer’s purchase decision 61%, and the rest 39 % explained by other factor which is not discussed in this research. From result of processing and calculation questionnaires, writer get the conclusion that work ethics and job satisfaction applied by work ethics and job satisfaction on working discipline at Kantor Pelayanan Perbebndaharaan Negara (KPPN) Pematangsiantar.an effect on to working discipline. This matter is proved by hypothesis test either simultaneously where result test the fhitung (19,537) > ftabel (3,39) and which significant 0,000 < alpha 0,05. Keywords: Work Ethics, Job Satisfaction,Working Discipline

THE EFFECT OF LOCATION AND FACILITIES SERVICES USER SATISFACTION CONTAINER LOADING AND UNLOADING IN PORT OF INDONESIA IV (Persero) BRANCH MERAUKE

2018 ◽  
Vol 2 (1) ◽  
Author(s):  
Tarsisius Kana
Keyword(s):  
Customer Satisfaction ◽  
Significant Relationship ◽  
User Satisfaction ◽  
Service User ◽  
Hypothesis Test ◽  
Positive Influence ◽  
Coefficient Of Determination ◽  
Service Users ◽  
Significance Level ◽  
Loading And Unloading

The Influence of Location and Facilities Against Satisfaction of Container Unloading Service User at PT Pelabuhan Indonesia IV (Persero) Merauke Branch.This study aims to determine how much influence the location and facilities to the satisfaction of service users. Locations have indicators: access, visibility, traffic and facilities have indicators: organizational characteristics and objectives, land availability and space and space requirements, flexibility, aesthetic factors, communities and the environment, construction and operation costs while service user satisfaction has indicators: customer satisfaction , dimensions of customer satisfaction, confirmation of expectations, repurchase interest, willingness to recommend, customer dissatisfaction.The method used in this research is quantitative method by using the technique of processing descriptive data, data collecting technique with interviews, questionnaires and literature study. Sampling technique used incidental sampling. The measurement using likert scale and processed using SPSS version 23 program to calculate the validity and reliability test, calculate hypothesis test that is t test, f test and coefficient of determination. The result of research shows that location and facility variables together have a positive influence on service user satisfaction at PT Pelabuhan Indonesia IV (Persero) Merauke Branch. This can be proven from the result of F count 39.984> 3.11 with significance level 0.000 ≤ 0.05, then Ho is rejected Ha accepted. Itcan be concluded there is a positive and significant relationship between location and facility to the satisfaction of service users of loading and unloading of containers at PT Pelabuhan Indonesia IV (Persero) Merauke Branch.The result of research shows that location and facility variables together have a positive influence on service user satisfaction at PT Pelabuhan Indonesia IV (Persero) Merauke Branch. This can be proven from the result of F count 39.984> 3.11 with significance level 0.000 ≤ 0.05, then Ho is rejected Ha accepted. It can be concluded there is a positive and significant relationship between location and facility to the satisfaction of service users of loading and unloading of containers at PT Pelabuhan Indonesia IV (Persero) Merauke Branch.

scholarly journals THE LOYALTY OF GARUDA INDONESIA CUSTOMERS TO THE ROUTE OF JAKARTA-SURABAYA

2015 ◽  
Vol 2 (3) ◽  
pp. 297
Author(s):  
Aisyah Rahmawati
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Partial Correlation ◽  
Positive Relationship ◽  
Survey Methods ◽  
Positive Influence ◽  
Coefficient Of Determination ◽  
Pricing Policy ◽  
Significance Level

Survey methods are used to determine the effect of pricing policy implementation (X1), quality of service (X2), and customer loyalty (Y) on PT. Garuda Indonesia, for Jakarta-Surabaya route in 2014. With a population of 773 154 passengers and a sample of 400 respondents, the data is obtained through questionnaires using Likert scale. With a simple and multiple linear regression analyses, simple and partial correlation, with significance level at α = 0.05, it was found that, first, there is a positive relationship between pricing policy and customer loyalty. The variation that occurs in customer loyalty is determined by pricing policy. Secondly, there is a positive relationship between service quality and customer loyalty. The variation that occurs in customer loyalty is determined by service quality. Third, there is a positive influence of pricing policy and service quality on customer loyalty with the coefficient of determination ry1.22 = 0.354, so 35.4% variation happening to customer loyalty is determined simultaneously by pricing policy and service quality. The implication proves that customer loyalty can be enhanced by improving the pricing policy and service quality.

scholarly journals KUALITAS PELAYANAN STASIUN PENGISIAN BAHAN BAKAR UMUM PANRENG KECAMATAN BARANTI KABUPATEN SIDENRENG RAPPANG

2019 ◽  
Vol 7 (2) ◽  
pp. 52-58
Author(s):  
Karmila Yusuf ◽  
Kamaruddin Sellang ◽  
Hariyanti Hamid
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Descriptive Analysis ◽  
Fuel Oil ◽  
Literature Study ◽  
Summary Table ◽  
Quantitative Descriptive Analysis ◽  
Sample Technique ◽  
Quantitative Descriptive

This study aims to determine the quality of service affect customer satisfaction at Panreng SPBU District Baranti Sidenreng Rappang District and to find out which of the quality of services which include physical evidence, reliability, assurance, responsiveness, and empathy that have a dominant influence on customer satisfaction at Panreng SPBU Baranti District, Sidenreng Rappang Regency. The approach of the research method used in this research is a quantitative descriptive approach. The population in this study is customers who buy fuel oil at Panreng gas station, which is estimated that there are 250 buyers a day. The sample technique used is Random Sampling using the Slovin formula to produce 71 samples. Data collection techniques carried out in this study were observation, questionnaires, documentation, and literature study. The collected data is then processed and analyzed using quantitative descriptive analysis techniques with the help of descriptive statistics using SPSS 21.0 and Likert Scale. From the results of the study and discussion of the overall value shows that: (1) the quality of service affects customer satisfaction, declared significant / significant with a percentage of 55.1% obtained from the correlation coefficient in the model summary table. (2) the service quality factor which has the highest influence is the responsiveness indicator factor with a percentage of 74% obtained from the results of the questionnaire accumulation.

scholarly journals PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN DALAM MENGGUNAKAN LAYANAN OJEK ONLINE DI KARAWANG

2021 ◽  
Vol 6 (1) ◽  
pp. 19-28
Author(s):  
Lania Muharsih
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Quantitative Research ◽  
Service Providers ◽  
Sampling Technique ◽  
Coefficient Of Determination ◽  
Quantitative Research Methods ◽  
Positive Effect

The progress of this online transportation company certainly depends on the quality of service provided to its customers. Companies engaged in online-based transportation service providers are required to provide good service to their customers in order to satisfy their customers. This study aims to determine the effect of service quality on customer satisfaction in using online taxibike services in Karawang. The research method used is quantitative research methods with non-experimental research design. Sampling in this study was carried out by using a quota sampling technique. The number of samples in this study were 384 respondents. The method of data collection was carried out using service quality instruments with 57 valid items and customer satisfaction instruments with 29 valid items. Based on the Cronbach Alpha formula, the reliability coefficient of the service quality instrument is 0.978 and the customer satisfaction instrument is 0.907, which means that these two scales are very reliable. The results of the data analysis show that there is a positive effect of service quality on customer satisfaction in using online taxibike services in Karawang. This means that the better the quality of service provided by online taxibike service providers in Karawang, the higher customer satisfaction. The results of the calculation of the coefficient of determination show that service quality has a positive effect on customer satisfaction by 1.7%, while the other 98.3% are influenced by other variables not examined in this study. The suggestions for further research are examining other variables that can affect customer satisfaction, such as service quality and price.Keywords: Service quality, customer satisfaction, online taxibike Kemajuan perusahaan transportasi online ini tentunya bergantung pada kualitas pelayanan yang diberikan untuk para pelanggannya. Perusahaan yang bergerak di bidang jasa penyedia transportasi berbasis online dituntut untuk memberikan pelayanan yang baik kepada pelanggannya agar bisa memuaskan pelanggannya. Penelitian ini bertujuan untuk mengetahui pengaruh kualitas pelayanan terhadap kepuasan pelanggan dalam menggunakan layanan ojek online di Karawang. Metode penelitian yang digunakan adalah metode penelitian kuantitatif dengan desain penelitian non-eksperimental. Pengambilan sampel pada penelitian ini dilakukan dengan teknik pengambilan sampel kuota. Adapun jumlah sampel dalam penelitian ini sebanyak 384 responden. Metode pengumpulan data dilakukan dengan menggunakan instrumen kualitas pelayanan sebanyak 57 item sahih dan instrumen kepuasan pelanggan sebanyak 29 item sahih. Berdasarkan rumus Alpha Cronbach diperoleh koefisien reliabilitas instrumen kualitas pelayanan sebesar 0,978 dan instrumen kepuasan pelanggan sebesar 0,907, yang berarti kedua skala ini sangat reliabel. Hasil analisis data menunjukkan bahwa terdapat pengaruh positif kualitas pelayanan terhadap kepuasan pelanggan dalam menggunakan layanan ojek online di Karawang. Artinya semakin baik kualitas pelayanan yang diberikan penyedia jasa layanan ojek online di Karawang maka semakin tinggi kepuasan pelanggan. Hasil perhitungan koefisien determinasi menunjukkan bahwa kualitas pelayanan memberikan pengaruh positif terhadap kepuasan pelanggan sebesar 1,7%, sedangkan 98,3% lainnya dipengaruhi oleh variabel-variabel lain yang tidak diteliti dalam penelitian ini. Adapun saran untuk penelitian selanjutnya yaitu meneliti variabel-variabel lain yang dapat memengaruhi kepuasan pelanggan misalnya kualitas jasa dan harga.Kata Kunci: Kualitas pelayanan, kepuasan pelanggan, ojek online

The Influence of Quality of Service and Customer Satisfaction With Customer Loyalty at PT. Bank Shinhan Indonesia Bandung Cihampelas Branch

2021 ◽  
Vol 1 (1) ◽  
pp. 1
Author(s):  
Wala Erpurini
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Data Retrieval ◽  
Coefficient Of Determination ◽  
Average Score ◽  
Validity Tests ◽  
A Company ◽  
Associative Analysis

This research was conducted at PT. Bank Shinhan Indonesia Bandung Branch Cihampelas a company engaged in the services of the Bank. The purpose of this research is to see the influence of quality of service and customer satisfaction on customer loyalty in PT. Bank Shinhan Indonesia Bandung Branch Cihampelas. Researchers used purposive sampling techniques and used questionnaires as data retrieval methods. For associative analysis using, path analysis, and coefficient of determination analysis. In addition, validity tests and reliability tests are carried out to determine accuracy in data measurement. Based on the results of the study showed the average score of service quality variables is 310.1 categorized as "Excellent", and the customer satisfaction variable is 300 categorized as "good", and the customer loyalty variable is 320 categorized as "Excellent".

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