scholarly journals Effect of Service Quality on Consumer Satisfaction at the Jakarta Claim Center Division Pt. Wahana Tata Insurance

2021 ◽  
Vol 04 (09) ◽  
Author(s):  
Hero Wirasmara Kusuma ◽  
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Consumer Satisfaction ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Independent Variables ◽  
Physical Evidence ◽  
Insurance Data ◽  
Positive Effect

This study aims to determine the significant positive effect simultaneously and partially between the independent variables: the quality of service consisting of physical evidence, reliability, responsiveness, assurance, and empathy for the dependent variable, namely customer satisfaction at the Jakarta Claim Center Division of PT. Wahana Tata Insurance. System. The sample in this study was 100 consumers in the Jakarta Claim Center Division of PT. Wahana Tata Insurance. Furthermore, the sampling technique used in this study is "Simple Random Sampling" for respondents who are currently carrying out the process of filing claims at the JCC Division of PT. Wahana Tata Insurance. Data collection was done by using a questionnaire technique. Simultaneous research results quality of service (physical evidence, reliability, responsiveness, assurance, and empathy) have a positive, solid, and significant effect on customer satisfaction. Partially, physical evidence, reliability, responsiveness, and empathy have a positive, relatively strong, and significant effect on customer satisfaction at the Jakarta Claim Center Division of PT. Wahana Tata Insurance.

scholarly journals HARGA, PROMOSI, DAN KUALITAS PELAYANAN SEBAGAI ANTESEDEN KEPUASAN PELANGGAN YANG DI MEDIASAI OLEH KEPUTUSAN MENGGUNAKAN OJEK ONLINE DI YOGYAKARTA

2020 ◽  
Vol 9 (2) ◽  
pp. 241
Author(s):  
Taufiq Hidayat ◽  
Sukardi Sukardi
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Sampling Method ◽  
Sampling Technique ◽  
Primary Data ◽  
Analysis Tool ◽  
Independent Variables ◽  
The City ◽  
Positive Effect

Customer satisfaction is an asset for the company to be a benchmark for the company's success in serving customers. Since its establishment in 2010, GOJEK has consistently  served  the  community,  presenting  efficient  and  effective transportation  to the Indonesian people spread across several cities. By maintaining the values of a friendly Indonesian character. The population in this study were GO-JEK users. While the sample in this study is GO-JEK users more than once in the city of Yogyakarta.  The sampling technique uses a non-probability sampling method. While the data used in this study are primary data by  obtaining the data needed by  using information techniques, namely by distributing  questionnaires.  The analysis tool uses multiple linear regression, and doing a partial test  knowing  whether the independent variables individually have a significant effect on the dependent variable, do the r-test to measure the ability of the model to explain the ability of the dependent variable.The results of the analysis can be concluded that: Price does not have a positive effect on user decisions. Promotion does not have a positive effect on user decisions. Service quality does not have a positive effect on user decisions. User decisions have a positive effect on customer satisfaction. User decisions do not mediate between Price, Promotion and Quality of Service.

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

scholarly journals PENGARUH VARIASI MENU DAN CITA RASA, PERSEPSI HARGA, KEBERSIHAN TERHADAP KEPUASAN KONSUMEN PADA RUMAH MAKAN DUTA MINANG JL. BRIGJEN KATAMSO

2019 ◽  
Vol 1 (1) ◽  
pp. 151
Author(s):  
Felinda Astuti ◽  
Henny Welsa ◽  
Ignatius Soni Kurniawan
Keyword(s):  
Regression Analysis ◽  
Data Analysis ◽  
Customer Satisfaction ◽  
Consumer Satisfaction ◽  
Sampling Technique ◽  
Significance Level ◽  
Price Perception ◽  
Independent Variables ◽  
Positive Effect ◽  
Good Hygiene

This research was conducted to examine the effect of menu variations and tastes, perceptions of price, cleanliness on customer satisfaction at Duta Minang Restaurant Jln. Brig. Gen. Katamso. This study uses the dependent variable namely menu variation and taste, price perception, cleanliness and independent variables, namely customer satisfaction. The sampling technique used is Simple Accidential Sampling. Simple Accidential Technique Sampling, which is known as opportunity sample or free sampling, was chosen because of comfortable accessibility and proximity to the researcher. Samples are only taken at consumers of Duta Minang Restaurant Jln. Brigadier General Katamso totaling 100 people. The procedure for collecting data uses questionnaires that are distributed to be filled by Duta Minang consumers. Data processing uses multiple regression analysis with SPSS 16.0 tools. Based on data analysis and the results of hypothesis testing in this study it can be concluded that menu variations and tastes have a positive effect on consumer satisfaction with a significance level of 0,000. Price perception has a positive effect on customer satisfaction with a significance level of 0,000. Cleanliness has a positive effect on consumer satisfaction with a significance level of 0.016. This gives the implication that companies with good hygiene can increase customer satisfaction. And simultaneously the variable variations in menu and taste, price perception, and cleanliness positively influence consumer satisfaction with the value of F obtained at 207,528 and an error rate of 5%, the ability of the regression equation in this study, to explain the magnitude of variation that occurs in the dependent variable of 86 , 2% while 13.8% is explained by variables that the researcher cannot explain.

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

scholarly journals PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS KONSUMEN YANG DIMEDIASI OLEH KEPUASAN KONSUMEN

2018 ◽  
Vol 8 (3) ◽  
pp. 1430
Author(s):  
Regata . ◽  
Ni Made Wulandari Kusumadewi
Keyword(s):  
Quality Of Service ◽  
Consumer Satisfaction ◽  
Sampling Method ◽  
Total Population ◽  
Sampling Technique ◽  
Consumer Loyalty ◽  
Analysis Technique ◽  
Service Consumer ◽  
Positive Effect

The purpose of this study is to determine the effect of service quality on customer loyalty mediated by consumer satisfaction. This research was conducted at PT Pos Indonesia company in Denpasar City. Total population taken as many as 100 respondents, using non-probability sampling method with purposive sampling technique. The data were collected through questionnaires and interviews. The analysis technique used is path analysis and test of sobel. Based on the results of the analysis found that the quality of service mediated consumer satisfaction has a positive effect on consumer loyalty. Quality of service partially significant effect on customer satisfaction. Quality of service have a positive and significant impact on consumer loyalty, meaning that if there is a change in the quality of service then the loyalty of consumers will also experience changes. Consumer satisfaction also partially significant effect on consumer loyalty. Keywords: Quality of Service, Consumer Satisfaction, Consumer Loyalty

scholarly journals Marketing Mix-7Ps: The Effect on Customer Satisfaction

2019 ◽  
Vol 7 (1) ◽  
pp. 72-86
Author(s):  
Basrah Saidani ◽  
I Ketut R Sudiarditha
Keyword(s):  
Customer Satisfaction ◽  
Consumer Satisfaction ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
The Elderly ◽  
Marketing Mix ◽  
Target Market ◽  
Product Price ◽  
Price Distribution

Business competition is getting tougher making the marketing mix used as a tool for tactical marketing tools that can be controlled to produce the desired response in the target market. This study aims to determine the magnitude of the influence of marketing mix-7Ps on consumer satisfaction for the elderly in the Special Capital Region of Jakarta. The research method uses a survey with a questionnaire as a data collection tool. Samples were taken using simple random sampling technique produced 70 respondents. Data is processed using multiple regression analysis techniques. The results of the study show that: (1) empirically proven products, prices, distributions, promotions, and processes have a significant influence on customer satisfaction; meaning that the better the product, price, distribution, promotion and process, the more customer satisfaction increases. (2) Empirically proven physical facilities and people do not affect consumer satisfaction; meaning that physical facilities and people do not significantly result in customer satisfaction. Thus the findings of this study prove that physical facilities and people are not the main ones in consuming a product, but the most important thing is the quality of the product itself which can be used according to its function.

scholarly journals PENGARUH BRAND EQUITY DAN CONSUMER SATISFACTION PADA BRAND LOYALTY

2017 ◽  
Vol 7 (1) ◽  
pp. 307
Author(s):  
A. A. Gede Tresna SP ◽  
Ni Ketut Seminari
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Brand Equity ◽  
Brand Loyalty ◽  
Consumer Satisfaction ◽  
Sampling Method ◽  
Significant Positive Effect ◽  
Quality Product ◽  
Positive Effect

Increased cultural intention to buy the community along with increasing loyalty to a product brand. This paper aims to analyze the influence of brand equity and customer satisfaction on Nevada brand loyalty products in Denpasar City. The study was conducted in Denpasar with sample size of 140 respondents using purposive sampling method. The results of the analysis found that brand equity has a significant positive effect on brand loyalty. Customer satisfaction has a significant positive effect on brand loyalty. Suggestions that can be recommended for manufacturers of Nevada brand products should consider the position of a brand in accordance with consumer views such as maintaining product quality, product prices so as to increase consumer loyalty. Nevada must maintain the quality of service provided so far to consumers, because the quality of service as a key that determines customer satisfaction so as to increase customer loyalty to buy products Nevada in Denpasar.   Keywords: brand equity, customer satisfaction, brand loyalty

scholarly journals THE EFFECT OF PRODUCT QUALITY AND SERVICE QUALITY ON CONSUMER SATISFACTION AT ROYA CAFÉ MANTINGAN

2021 ◽  
Vol 9 (1) ◽  
pp. 69
Author(s):  
Hamidah Tussifah ◽  
Nadila Putri Navitsha
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Consumer Satisfaction ◽  
Quantitative Research ◽  
Sampling Technique ◽  
Analysis Techniques ◽  
Linear Regressions

<p><em>Quality assurance becomes the main priority for the company. The quality of the product is closely related to the ability of the product to carry out its functions, with the good quality of the product will make the consumers satisfied and trust. Customer satisfaction is something that needs to be considered by the company. Another factor that can affect customer satisfaction is the quality of service as an effort to fulfill the needs and desires of consumers and the provision of delivery in keeping up with consumer expectations.  This study aims to determine the influence of product quality and service quality partially and simultaneously on customer satisfaction at Roya Café. The research method uses a type of quantitative research. Data collection techniques are carried out by observation. The research instrument uses questionnaires distributed to Roya Café consumers. The sample was taken by 226 respondents, using Non-Probability Sampling technique with Incidental Sampling approach. The analysis techniques in this study used multiple linear regressions. The results showed that partially the quality of the product had a positive and significant effect on customer satisfaction and the quality of service partially influenced positively and significantly to customer satisfaction at Roya Café. </em><em></em></p><p><strong><em><br /></em></strong><strong><em></em></strong></p>

scholarly journals Pengaruh Kualitas Pelayanan, Citra Perusahaan dan Lokasi terhadap Kepuasan Nasabah di PT. Taspen (Persero) Cabang Surakarta

2019 ◽  
Vol 3 (1) ◽  
pp. 22
Author(s):  
Istiqomah Dwi Astuti ◽  
Supawi Pawenang ◽  
Eny Kustiyah
Keyword(s):  
Quality Of Service ◽  
Linear Regression ◽  
Customer Satisfaction ◽  
Multiple Linear Regression ◽  
Sampling Technique ◽  
Corporate Image ◽  
Coefficient Of Determination ◽  
Positive Effect

This study aims to analyze the influence of service quality, company image and location, simultaneously and partially on customer satisfaction in TASPEN (Persero) company of Surakarta. Determination of the sample using purposive sampling technique to sample as many as 100 people. Technique of collecting data in this study use questionnaires. Technical of analyzing used multiple linear regression, F test, t test, the coefficient of determination. The results of the analysis showed the quality of service, corporate image and the location, simultaneously and partially have positive effect and significant impact on customer satisfaction in TASPEN (Persero) company of Surakarta.

scholarly journals PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN KONSUMEN MENGGUNAKAN JASA “RUMAH LAUNDRY” DI KECAMATAN PALU SELATAN

2015 ◽  
Vol 1 (1) ◽  
pp. 71-84
Author(s):  
Vera Ningsih ◽  
Rosida P Adam ◽  
Yobert Kornelius
Keyword(s):  
Quality Of Service ◽  
Consumer Satisfaction ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
Multiple Linear Regressions ◽  
Purposive Sampling ◽  
Physical Evidence ◽  
Linear Regressions

The purpose of this study is to determine the influence of quality of service that consists of physical evidence  (X1),  empathy  (X2),  reliability  (X3), responsiveness  (X4)  and  assurance  (X5)  on  consumer satisfaction using  services  "Home  Laundry" in  South  Palu  Sub-district,  both simultaneously  and partially. The type of study is causal-descriptive. The population consists of all consumers who use the services  of  "Home Laundry"  in  South  Palu  Sub-district.  Sampling  technique  is  purposive sampling with a sample size of 60 people. The analytical tool is multiple linear regressions analysis. Based on the results of multiple linear regression analysis show that the quality of service consists of physical evidence (X1), empathy (X2), reliability (X3), responsiveness (X4) and assurance (X5) simultaneously have  significant  influence  on  consumers’ satisfaction  in  using  the  services  of  "Home  Laundry"  in South Palu, with significant values of 0.000> 0.05. Partial test finds that the quality of service consists of  physical  evidence  (X1)  =  0.011,  empathy  (X2)  = 0.001,  reliability  (X3)  =  0.001,  responsiveness (X4) = 0.000 and assurance (X5) = 0.010 significantly have partial influence on customer satisfaction in using the services of "Home Laundry" in South Palu Sub-district. Tujuan dari  penelitian  ini adalah  untuk  mengetahui  pengaruh  kualitas pelayanan  yang  terdiri  dari bukti  fisik  (X1),  empati  (X2),  reliabilitas (X3),  responsiveness  (X4)  dan  assurance  (X5) terhadap kepuasan konsumen  dengan  menggunakan  layanan  "Rumah  Laundry  "di Kecamatan  Palu  Selatan, baik  secara  simultan  maupun  parsial.  Jenis penelitiannya  bersifat  kausal-deskriptif.  Populasi  terdiri dari  semua konsumen  yang  menggunakan  layanan  "Binatu  Rumah"  di Kecamatan  Palu  Selatan. Teknik  pengambilan  sampel  adalah purposive  sampling  dengan  ukuran  sampel  60  orang.  Alat analisisnya  adalah  analisis  regresi  linier  berganda.  Berdasarkan  hasil analisis  regresi  linier  berganda menunjukkan  bahwa  kualitas pelayanan  terdiri  dari  bukti  fisik  (X1),  empati  (X2),  reliabilitas  (X3), daya  tanggap  (X4)  dan  jaminan  (X5)  secara  simultan  berpengaruh signifikan  terhadap  kepuasan konsumen  dalam  menggunakan layanan  di  Rumah  Laundry  di  Palu  Selatan,  dengan  nilai  signifikan 0,000> 0,05.  Uji  parsial  menemukan  bahwa  kualitas  layanan  terdiri  dari bukti  fisik  (X1)  =  0,011, empati (X2) = 0,001, reliabilitas (X3) = 0,001, responsiveness (X4) = 0,000 dan jaminan (X5) = 0,010 berpengaruh secara  signifikan  terhadap  kepuasan  pelanggan  dalam menggunakan layanan  "Rumah Laundry" di Kecamatan Palu Selatan

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