scholarly journals PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PADA FBM WORLDWIDE

2021 ◽  
Vol 16 (2) ◽  
pp. 35-44
Author(s):  
Munir Azhari
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Survey Methods ◽  
Descriptive Analysis ◽  
Linear Regression Analysis ◽  
Survey Method ◽  
Simple Linear Regression ◽  
Delivery Services ◽  
The Relationship

The effect of service quality on customer satisfaction in FBM WORLDWIDE. The study aims to determine service quality to customer satisfaction correlation and influence score at FBM WORLDWIDE. The method used is a survey method by using questionnaires to respondents as many as 75 respondents from customers/users of FBM WORLDWIDE delivery services. The data used are descriptive analysis, simple linear regression analysis, R test, T-test, and hypothesis testing. The results show that the service quality variable simultaneously had a positive and significant effect on customer satisfaction. The type of research is the quantitative method. Furthermore, Data collection techniques use carried out through survey methods. The number of samples is 75 people. The results of this study use statistical data methods with the SPSS (Statistical Package For Social Science) version 21 program. The results of the analysis state that the relationship between variable X (service quality) and variable Y (customer satisfaction) is forceful. It can be seen from the R-value of 0.903 so that it is close to 1. The influence of service quality variable (X) to customer satisfaction variable (Y) score is 0.813 or 81,3%. Furthermore,  the rest is influenced by other factors. The T-count value is 17.980 and T-table is 1.993 (based on the table), so T-count is greater than T-table which means Ha is accepted and Ho is rejected, meaning that the X variable (quality of service) is very related and has a significant effect on the Y variable (customer satisfaction).

scholarly journals Pengaruh E-Service Quality Dan E-Trust Terhadap Kepuasan Pelanggan Pengguna Moda Transportasi Grab di Tangerang Selatan

2018 ◽  
Vol 2 (1) ◽  
pp. 54
Author(s):  
Edi Setiawan ◽  
Sarah Septiani
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Hypothesis Test ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Coefficient Of Determination ◽  
Survey Method ◽  
Test Statistic ◽  
Electronic Service

In this research used survey method, that is to explain influence between independent variable that is electronic service quality and electronic trust to dependent variable that is customer satisfaction and explain relation between variable. The population in this study is the consumer of Grab Car transport users in Bintaro, South Tangerang. The sampling technique uses accidental technique, ie random sampling of the sample that met on that day. Technique of collecting data that is done is test of questioner, that is data collecting technique by asking some direct statement to sample. Processing techniques and data analysis include correlation analysis, multiple linear regression analysis, classical assumption test, hypothesis test and coefficient of determination analysis. The result of T test statistic shows that the quality of electronic service partially has significant effect on customer satisfaction. Electronic confidence partially significant effect on customer satisfaction, while statistical test F shows the quality of electronic services and electronic trust simultaneously significant effect on customer satisfaction.

scholarly journals ANALISIS KEPUASAN NASABAH BANK BRI KANTOR CABANG SIDOARJO

2021 ◽  
Vol 24 (1) ◽  
pp. 16-20
Author(s):  
Renny Yunita Sari ◽  
Bambang Budiarto ◽  
Sugeng Hariadi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Quantitative Research ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Survey Method ◽  
Analysis Method ◽  
Branch Office

This study discusses the influence of service quality and product quality on customer satisfaction at the Bank BRI branch office in Sidoarjo. The data used in this study were obtained from the results of a questionnaire that had been distributed to customers of the BRI branch office in Sidoarjo. This quantitative research was conducted with a survey method with purposive samplin technique. The variables used in this study are independent variables that include service quality and product quality, and customer satisfaction as the dependent variable. The data analysis method used in this study is multiple linear regression analysis. The results showed that the quality of service and product quality can affected customer loyalty at the bank branch office in Sidoarjo.

scholarly journals Peran Kualitas Pelayanan dengan Aplikasi PLN Mobile dalam Meningkatkan Kepuasan Pelanggan

2019 ◽  
Vol 1 (2) ◽  
pp. 356-364
Author(s):  
Shintya Yuliana ◽  
Nor Norisanti ◽  
Faizal Mulia
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Mobile Application ◽  
Quantitative Methods ◽  
Linear Regression Analysis ◽  
Test Reliability ◽  
Coefficient Of Determination ◽  
Simple Linear Regression ◽  
Analysis Technique

The purpose of this study is to study the quality of service using the PLN Mobile Application in increasing customer satisfaction with quantitative methods at PT. PLN (Persero) Rayon Cikembar, Sukabumi Regency. The research method used is a quantitative method. The analysis technique used is the validity test, reliability test, simple linear regression analysis, including the coefficient of determination test and hypothesis testing using partial testing (t test). The results of the study, obtained an R number of 0.232 in the category 0.00 - 0.199, which means a low relationship between service quality and customer satisfaction. Conclusions, each Service Quality (X) variable in this study can represent each variable and can be used by future researchers. Keywords: Service Quality, Customer Satisfaction.

scholarly journals Service Quality And Determinants Of Customer Satisfaction In Hospitals: Turkish Experience

2013 ◽  
Vol 9 (5) ◽  
Author(s):  
Halil Zaim ◽  
Nizamettin Bayyurt ◽  
Selim Zaim
Keyword(s):  
Logistic Regression ◽  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Purchase Intention ◽  
Linear Regression Analysis ◽  
Generic Model ◽  
Logistic Regression Models ◽  
The Relationship

Service quality has increasingly been the subject of research in recent years. Parasuraman, Zeithaml, and Berry presented and tested a generic model SERVQUAL to measure the perceived quality of a service. James Carman adapted and applied this instrument for use in the hospital industry. In this study, we use the instrument developed by Carman to collect data from the hospitals in Turkey. The purpose of the study is to examine the important criteria for measuring service quality in the health care industry in Turkey. The relationship between customer satisfaction and serqual measures are investigated for this purpose. In our study customer satisfaction measured by three criteria by asking customers; their future purchase intention, how they evaluate overall service quality and how they see overall quality of the hospital. Service quality was measured by the difference between perceived service and expected service and rated on a seven point Likert scale. Serqual measures consist of 6 criteria; tangibility, reliability, responsiveness, assurance, courtesy, and empathy. The techniques of factor analysis and the logistic regression models are used to investigate the relationships. Like the linear regression analysis, most of the usual statistical methods assume that the residuals, or errors, must follow a normal distribution. If they are not the methods should not be used. Unlike ordinary linear regression, logistic regression does not assume that the dependent variable or the error terms are distributed normally. Also, it doesnt assume that the relationship between the independent variables and the dependent variable is linear.Logistic regression is a variation of ordinary regression which is used when the dependent variable is a categorical variable. The results of our analysis confirm that while tangibility, reliability, courtesy and empathy are significant for customer satisfaction, responsiveness and assurance are not.

scholarly journals The Effect of Quality of Service on Customer Satisfaction

2021 ◽  
Vol 8 (2) ◽  
pp. 410-422
Author(s):  
Akmal Abdullah ◽  
Mauli Kasmi
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Descriptive Analysis ◽  
Knowing How ◽  
Physical Evidence ◽  
The Relationship

This research was conducted with the aim to: (1) Knowing how much influence is generated by the dimension of service quality in this case tangible, realibility, responsiveness, assurance and empathy on customer satisfaction in PT. Bosowa Berlian Motor (Mitsubishi) Makassar: (2) Knowing the most dominant factors affects the dimension of service quality to customer satisfaction. The method carried out in this study is a descriptive analysis that basically wants to test the truth of a hypothesis that collects data on the ground to predict and explain the relationship or influence of one variable on other variables. Many of the samples studied were 100 samples of respondents who were customers at PT. Bosowa Berlian Motor (Mitsubishi). Based on the study concluded that testing doubles the value of F-calculated = 25.443 greater than F-estimated = 2.3113. This shows that variables of physical evidence, reliability, responsiveness, assurance and empathy simultaneously positively affect customer satisfaction in PT. Bosowa Berlian Motor (Mitsubishi) Makassar.

scholarly journals PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN PELANGGAN DI BANK SYARIAH MANDIRI SIDOARJO

2021 ◽  
Vol 24 (2) ◽  
pp. 41-44
Author(s):  
D
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Statistical Test ◽  
Point Of View ◽  
Survey Method ◽  
Simple Linear Regression ◽  
Validity And Reliability ◽  
Banking Service ◽  
Quantitative Descriptive

The quality of service in a banking service company is very important from the consumer's point of view. The purpose of this study was to determine and explain the effect of service quality on customer satisfaction at Bank Syariah Mandiri Juanda in Sidoarjo. This quantitative descriptive study uses a survey method by distributing questionnaires to respondents. Some of the tests carriedout were the validity and reliability of the questionnaire, the classical assumption test, and the statistical test (simple linear regression). The results of the regression analysis show that service quality has a significant effect on customer satisfaction.

KEPUASAN KONSUMEN DITINJAU DARI KUALITAS PELAYANAN, STORE ATMOSPHERE DAN PROMOSI DI RUMAH MAKAN PONDOK JOWI SOLO

2020 ◽  
Vol 4 (02) ◽  
Author(s):  
Shofia Zulfa Amalina ◽  
Sri Hartono ◽  
Ratna Damayanti
Keyword(s):  
Quality Of Service ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Sampling Technique ◽  
Likert Scale ◽  
The Relationship

The purpose of this study was to analyze the effect of whether or not the quality of service, store atmosphere and promotion of consumer satisfaction at Pondok Jowi Restaurant Solo. The population in this study were consumers of Pondok Jowi Solo Restaurant in January 2020 at May 2020 with a total of 14,030 people. The sampling techniquemismpurposive samplingm which is a sampling technique with certain considerations by taking 100 respondents. Data collection uses a Likert scale questionnaire to measure respondents' answers to identify the relationship between service quality, store atmosphere and promotion of customer satisfaction. The results show that service quality, store atmosphere and promotion have a simultaneous and significant effect on customer satisfaction, servicei quality has assignificant effect on customer satisfaction, store atmosphere has a significant effect on customer satisfaction, and promotion has significant effect on customer satisfaction. Keywords: Service quality, Store atmosphere, Promotion, Consumer satisfaction

PENGARUH KUALITAS LAYANAN DAN NILAI PELANGGAN TERHADAP KEPUASAN PELANGGAN TOKO SERBA ADA MATAHARI DI PONDOK GEDE PLAZA KOTA BEKASI

2017 ◽  
Vol 5 (3) ◽  
Author(s):  
Drs. Iwan Kurniawan Subagja, SE., MM. ◽  
Adista Fitriani
Keyword(s):  
Regression Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Value ◽  
Research Study ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Analysis Technique ◽  
Study Population

Business competition is currently increasingly stringent requires that marketers develop marketing strategy that is telling. Companies that win business competition can solidify the company's position to survive in the future. This research study aims to analyze the effect of service quality and customer value on customer satisfaction of Multipurpose Shop Matahari in Pondok Gede Plaza simultaneously and partially. The study population is all customers of multipurpose store Matahari. This research uses multiple linear regression analysis technique, with survey data and questionnaire to 130 respondents. The results of this study indicate that the quality of service and customer value positively and significantly affect the customer satisfaction, service quality and customer value positively and partially significant to customer satisfaction.

PENGARUH LOKASI, KUALITAS PRODUK TABUNGAN, KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH DALAM MENABUNG DI BMT ADZKIYAH KHIDMATUL UMMAH DI KOTA METRO

2019 ◽  
Vol 3 (2) ◽  
pp. 439
Author(s):  
Suwarto Suwarto ◽  
Risa Anggraini
Keyword(s):  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Linear Regression Analysis ◽  
Requirements Analysis ◽  
Primary Data ◽  
Homogeneity Test ◽  
Linearity Test

This research is motivated by customer satisfaction which is a customer action to save. The purpose of this study was to determine the ef ect of location, quality of savings products, service quality on customer satisfaction. In this study using primary data collected by explanatory research methods and sample collection techniques in the form of accidental sampling of BMT customers Adzkiyah Khidmatul Ummah using a questionnaire with a likert skla in BMT Adzkiyah Khidmatul Ummah in Metro City. Testing the instrument requirements used include validity, reliability testing. Requirements analysis using normality test, linearity test, homogeneity test. And analysis tools using multiple linear regression with partial test (t test), simultaneous test (f test), coef icient of determination test (R2). As testing requirements analysis and hypothesis testing. Based on the results of research using multiple linear regression analysis obtained location influences customer satisfaction, the quality of savings products does not af ect customer satisfaction, and service quality influences customer satisfaction.

scholarly journals Pengaruh Kualitas Pelayanan Customer Service Terhadap Kepuasan Nasabah Pada Bank BJB Cabang Subang

ijd-demos ◽  
2020 ◽  
Vol 1 (2) ◽  
Author(s):  
Agus Dedi Subagja ◽  
Hanifah Hanifah
Keyword(s):  
Statistical Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Service ◽  
Descriptive Analysis ◽  
Total Sample ◽  
High Level ◽  
Statistical Analysis Methods ◽  
Research Analysis

Kualitas pelayanan adalah totalitas fitur dan karakteristik produk atau jasa yang tergantung pada kemampuannya untuk memuaskan kebutuhan yang dinyatakan atau tersirat. Kepuasan pelanggan adalah tingkat perasaan seseorang setelah membandingkan kinerja (atau hasil) yang ia persepsikan dibandingkan dengan harapannya. Penelitian ini bertujuan untuk menganalisis kualitas pelayanan customer service terhadap kepuasan nasabah dan menguji pengaruh kualitas pelayanan customer service terhadap kepuasan nasabah pada Bank BJB cabang Subang. Penulis menggunakan pendekatan kuantitatif dengan metode analisis deskriptif dan analisis statistik. Populasi pada penelitian ini sebanyak 3.841, dengan jumlah sampel yang diambil sebanyak 100 orang. Sedangkan alat pengumpulan data yang digunakan adalah kuesioner. Hasil analisis penelitian menunjukkan pengaruh kualitas pelayanan customer service terhadap kepuasan nasabah pada Bank BJB cabang Subang menunjukkan tingkat hubungan yang tinggi dengan kontribusi pengaruh yaitu sebesar 64,4% dan sisanya sebesar 35,4% dipengaruhi oleh faktor lain yang tidak diteliti.Service quality is the totality of features and characteristics of a product or service that depends on its ability to satisfy stated or implied needs. Customer satisfaction is the level of one's feelings after comparing the performance (or results) he perceives compared to his expectations. This study aims to analyze the quality of customer service service to customer satisfaction and examine the influence of customer service quality on customer satisfaction at the Bank of the Subang branch BJB. The author uses a quantitative approach with descriptive analysis and statistical analysis methods. The population in this study was 5,240, with a total sample of 100 people. While the data collection tools used were questionnaires. The results of the research analysis showed the influence of customer service quality on customer satisfaction at the Bank of the Subang branch BJB showed a high level of relationship with the contribution of influence that is equal to 64.4% and the remaining 35.4% is influenced by other factors not examined.

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