scholarly journals Pengaruh Kualitas Pelayanan Jasa Terhadap Kepuasan Pelanggan Pada Toko Emas Gajah, Batu

2019 ◽  
Vol 1 (2) ◽  
pp. 126
Author(s):  
Alfiah Alfiah
Keyword(s):  
Regression Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Multiple Regression Analysis ◽  
Multiple Regression ◽  
Sampling Technique ◽  
Five Dimensions ◽  
Quality Dimension ◽  
Gold Jewelry ◽  
Dominant Influence

Toko Emas Gajah is the best gold shop located in Batu City that provides the best after-sales and maintenance services for gold jewelry, and always provides the latest jewelry models.This study aims to explain the effect of service quality on customer satisfaction at TokoEmas Gajah. The measurement of the quality dimension uses five dimensions of service quality which consist of tangibles, reliability, responsiveness, assurance, and empathy dimensions. The research instrument used was a questionnaire distributed to 99 customers of  Toko Emas Gajah which was taken using purposive sampling technique. Furthermore, the collected data was analyzed using multiple regression analysis to see the dimensions of service quality that were the most dominant influence on customer satisfaction at  TokoEmas Gajah.The results of this study indicate the five variables of customer satisfaction simultaneously and partially have a significant effect on customer satisfaction at  TokoEmas Gajah. While the factors that predominantly influence customer satisfaction in this gold shop are Reliability or reliability and are followed by variables of assurance, responsiveness and reliability.

scholarly journals Pengaruh Kualitas Pelayanan dan Kepercayaan Terhadap Kepuasan Nasabah Bank Rakyat Indonesia Syariah (Studi Pada Bank Rakyat Indonesia Syariah Cabang Darussalam Banda Aceh)

2021 ◽  
Vol 2 (2) ◽  
pp. 114-122
Author(s):  
Bunga Vabiola Ghantynireta ◽  
Inayatillah Inayatillah ◽  
Evriyenni Evriyenni
Keyword(s):  
Regression Analysis ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Multiple Regression Analysis ◽  
Multiple Regression ◽  
Random Sampling ◽  
Sampling Technique ◽  
Quantitative Approach ◽  
Banda Aceh

This study aims to determine the effect of service quality and trust on customer satisfaction at Bank Rakyat Indonesia Syariah Darussalam branch, Banda Aceh.  This study uses a quantitative approach using multiple regression analysis.  The sampling technique in this study was random sampling.  Data collection techniques in this study by distributing questionnaires to 100 respondents.  The results of this study indicate; (1) the service quality variable has no effect on customer satisfaction, (2) the trust variable has a positive and significant effect on customer satisfaction, and (3) together service quality and trust have an effect on customer satisfaction

scholarly journals Price, service quality and trust on online transportation towards customer satisfaction

2018 ◽  
Vol 21 (2) ◽  
pp. 241-266
Author(s):  
Yusepaldo Pasharibu ◽  
Eristia Lidia Paramita ◽  
Stefianus Febrianto
Keyword(s):  
Regression Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Multiple Regression Analysis ◽  
Multiple Regression ◽  
Quantitative Study ◽  
Significant Influence ◽  
Sampling Technique ◽  
Transportation Services ◽  
Purposive Sampling

Recently, online transportation that enables people to freely choose and order transportation services with their smartphones is growing very rapidly in Indonesia. This study aims to test the variables that affect customer satisfaction of online transportation with regard to price, service quality, and trust.  This quantitative study uses 100 respondents selected by the purposive sampling technique. Next, this study analyzes the data generated using the multiple regression analysis. The results show that service quality and trust significantly affect customer satisfaction, but price does not exhibit a significant influence on customer satisfaction. Further, price, service quality, and trust simultaneously exhibit significant influences on online transformation’s customer satisfaction. Thus, this study practically implies that offering competent service quality, such as emphasizing cars’ cleanliness and tidiness, providing responsive services and timely presence complemented by the enhancement of drivers’ skills. Besides, firms have to maintain customers’ trust by offering convenient, satisfying, and responsible services.

Aviation

2020 ◽  
Author(s):  
Ha Nam Khanh Giao
Keyword(s):  
Regression Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Multiple Regression Analysis ◽  
Multiple Regression ◽  
Domestic Service ◽  
Flight Crew ◽  
Cronbach’S Alpha ◽  
Cronbach's Alpha ◽  
Proportional Effect

The paper examines relation between Vietnam Airline Domestic service quality and customer satisfaction by gathering opinions from 402 passengers employing Skytrax scale with some modification along with Cronbach’s alpha, EFA and multiple regression analysis. Results show that Vietnam Airline Domestic service quality can be measured by the following six determinants in order of decreasing importance: (1) boarding/deplaning/baggage; (2) check in; (3) in-flight services; (4) reservation; (5) aircraft; and (6) flight crew. All of them are directly proportional effect to customer satisfaction. The paper also offers some suggestions to improve the service quality thereby enhancing the customer satisfaction.

scholarly journals Customer Satisfaction of Vietnam Airline Domestic Services

2021 ◽  
Author(s):  
Ha Nam Khanh Giao
Keyword(s):  
Regression Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Multiple Regression Analysis ◽  
Multiple Regression ◽  
Consumer Satisfaction ◽  
Domestic Service ◽  
Flight Crew ◽  
Cronbach's Alpha ◽  
Proportional Effect

The paper examines relation between Vietnam Airline Domestic service quality and consumer satisfaction by gathering opinions from 402 passengers employing Skytrax scale with some modification along with Cronbach’s alpha, EFA and multiple regression analysis. Results show that Vietnam Airline Domestic service quality can be measured by the following six determinants in order of decreasing importance: (1) boarding/deplaning/baggage; (2) check in; (3) in-flight services; (4) reservation; (5) aircraft; and (6) flight crew. All of them are directly proportional effect to customer satisfaction. The paper also offers some suggestions to improve the service quality thereby enhancing the customer satisfaction.

Penerapan Kualitas Layanan Berdampak Pada Keputusan Pembelian Produk Pao Pao

2020 ◽  
Vol 11 (2) ◽  
pp. 134-143
Author(s):  
Liliana Dewi
Keyword(s):  
Regression Analysis ◽  
Service Quality ◽  
Multiple Regression Analysis ◽  
Multiple Regression ◽  
Total Population ◽  
Sampling Technique ◽  
Probability Sampling ◽  
Purchasing Decision ◽  
A Company ◽  
Chinese Food

Zolid Agung Perkasa company is a company that runs in food & beverageindustry and has been established since February 2, 2015. This company sellsproduct that named PaoPao, that is, the product with a various food menu thatare focus more on chinese food. This product is done because there in anopportunity in which nowadays many people want things all fast and affordable.The matter that is consumers who purchase PaoPao products do not purchasethat cause unstable sale. The purpose of this research in this study aims to knowwhere the effect of service quality on consumer purchasing decision of PaoPao.The total population that used in this research is 63 people. The samplingtechnique that in used in this research is non-probability sampling by using saturated sampling technique. The number of samples used 63 people. Theanalysis technique used in this research is multiple regression analysis techniqueusing SPSS version 20. The result of this research shows that tangible (X1),reliability (X2), assurance (X3), responsiveness (X4), empathy (X5) significantyaffect the purchasing decision (Y).

scholarly journals PENGARUH KUALITAS PELAYANAN DISTRIBUSI AIR TERHADAP TINGKAT KELUHAN PELANGGAN PDAM TIRTA PAKUAN KOTA BOGOR TAHUN 2015 DAN TAHUN 2016

2018 ◽  
Vol 2 (2) ◽  
pp. 81-87
Author(s):  
R. Poppi Rustanti ◽  
Desty Alfianti
Keyword(s):  
Regression Analysis ◽  
Service Quality ◽  
Multiple Regression Analysis ◽  
Multiple Regression ◽  
Sampling Technique ◽  
Statistical Test ◽  
Validity And Reliability ◽  
Customer Complaints ◽  
Indicator Variables

This study aims to identify the quality of service provided by the company, to identify the complaints handling done by the company and to analyze the effect of the service quality of the company on the complaints experienced by the customers of PDAM Tirta Pakuan Bogor City. The method used in this research is quantitative by means of survey research. This research was conducted at PDAM Tirta Pakuan Bogor City, precisely at No. Siliwangi Street. 121 Bogor 16142, West Java. The sampling technique used in this research is nonprobability sampling technique by purposive sampling. Determination of the number of samples by Gay and Diehl (1992) and Kerlinger and Lee (2000). Validity and reliability test was submitted to 30 respondents with Product Moment formula from Pearson and Alpha Cronbach. Quantitative data are presented in the form of frequency tables. The statistical test was performed with SPSS program version 20 with Rank Spearman's correlation test and statistical test of multiple regression analysis. Based on the results of research shows that the service quality of Tirta Pakuan PDAM Kota Bogor is good. This is seen from the results of the distribution of research data showing the attitude of some respondents agree with the services provided by looking at customer complaints data that can be overcome by the company. The results of multiple regression analysis showed that the overall of each of the indicator variables give effect of 19.6% to the level of complaints experienced by customers with the value of r count more than 0.361 with a confidence level of 5% and the value of cronbach alpha greater than 0, 60.

scholarly journals Pengaruh Store Atmosphere dan Service Quality Terhadap Revisit Intention Konsumen Pada Golden Cafe dan Resto

Jurnal Ecogen ◽  
2020 ◽  
Vol 3 (4) ◽  
pp. 584
Author(s):  
Yolanda Yolanda ◽  
Rose Rahmidani
Keyword(s):  
Regression Analysis ◽  
Service Quality ◽  
Multiple Regression Analysis ◽  
Multiple Regression ◽  
Significant Influence ◽  
Analytical Method ◽  
Sampling Technique ◽  
Primary Data ◽  
City Community ◽  
Revisit Intention

The purpose of this research is to determine the effect of store atmosphere and service quality on customer revisit intention of Golden Cafe dan Resto at Kota Padang. This is the causative research. The population of the research is Padang city community. The number of research samples as many as 100 people and selected using purposive sampling technique. The data used is the primary data obtained through the distribution of questionnaires to Padang city community with established criteria. The analytical method is multiple regression analysis using SPSS 16. The results indicate that (1) Store atmosphere and service quality advertisements have a significant effect on revisit, (2) Store atmosphere has a significant effect on revisit intention, (3) Service quality have a significant influence on revisit intention.       Kata Kunci: store atmosphere, service quality, revisit intention

scholarly journals PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN PELANGGAN TRAVEL DI KABUPATEN MALAKA (Studi Pada Travel Betun Mandiri Expres)

2020 ◽  
Vol 12 (2) ◽  
Author(s):  
Yuventus K K Finistyawan ◽  
Juita L D Bessie
Keyword(s):  
Regression Analysis ◽  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
Five Dimensions ◽  
Car Travel

This research aims to determine the effect of service quality on customer satisfaction of Betun Mandiri Express (BME) Car Travel. The independent variable in this study is the dimension of service quality consisting of physical evidence, reliability, responsiveness, assurance, and empathy, while the dependent variable is customer satisfaction. The number of samples is 99 respondents who ever using BME Car Travel services more than twice. Samples were gained using accidental sampling technique. Data were collected using questionnaires, interviews, observations, and literature studies. Data analysis techniques used are quantitative descriptive, multiple linear regression analysis and hypothesis testing using the Software SPSS 24. Descriptive Analysis's results show that overall, the respondents gave a categorized perception assessment both for the five dimensions of Service Quality and Satisfaction of using BME Travel. From the results of Multiple Linear Regression Analysis found the mathematical equation: Y = 2.537 + 0.174X1 + 0.158 X2 + 0.185 X3 + 0.146 X4 + 0.196 X5.Both the F Test and t Test results show that simultaneously and partially the five dimensions of Service Quality have a significant effect on customer satisfaction. However, based on the value of Adjusted R2 shows the contribution of the variable Service Quality to Customer Satisfaction is only 32.2%. While 67.8% is influenced by other variables outside the focus of this study. These variables are price and promotion which can be considered for further researchers besides service quality.   Keywords: Tangibles, Reliability, Responsiveness, Assurance, and Empathy and Customer Satisfaction  

scholarly journals Brand Image, Kualitas Pelayanan Dan Kepuasan Konsumen Di Dalam Pengaruhnya Terhadap Minat Ulang Penggunaan Aplikasi Dana

2021 ◽  
Vol 8 (1) ◽  
Author(s):  
Lilik Indrawati ◽  
Marcell Mathias Pattinama
Keyword(s):  
Regression Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Multiple Regression Analysis ◽  
Multiple Regression ◽  
Consumer Satisfaction ◽  
Research Method ◽  
Brand Image ◽  
Catholic University

The purpose of this study was to determine the effect of brand image, service quality and customer satisfaction on re-interest in using the Dana application. The population in this study were students of Darma Cendika Catholic University, Widya Mandala Catholic University Surabaya and St. Vincetius Paolo University (RKZ). The sample is 75 respondents, with the consideration that this number can represent the research sample. This research method is quantitative with multiple regression analysis, the data entered is processed with SPSS version 20. The results of this study indicate that brand image and service quality do not affect re-interest using  Dana application for students in Surabaya, and consumer satisfaction has a significant effect on re-interest in using the Dana application to students in Surabaya.

scholarly journals Variables of Service Quality Facilitating Client Contentment in Indian Bike Industries

2020 ◽  
Vol 9 (6) ◽  
pp. 302-307
Keyword(s):  
Factor Analysis ◽  
Regression Analysis ◽  
Service Quality ◽  
Multiple Regression Analysis ◽  
Multiple Regression ◽  
Exploratory Factor Analysis ◽  
Sampling Technique ◽  
Service Industries ◽  
Individual Consideration ◽  
Convenience Sampling

Clients of automotive service industries are always anxious for after sales service. The objective of this research is to determine the association of variables of service quality and client contentment in bike industries. The information was gathered using convenience sampling technique from 150 users of bike industries in the form of questionnaire developed using SERVQUAL model. The important variables were extracted utilizing exploratory factor analysis. Hypothesis of the research was analyzed using multiple regression analysis and ANOVA. The results of the research revealed that the variables reliability, empathy, responsiveness, assurance, accessibility and convenience are found statistically significant to determine customer contentment whereas tangibility is not found significant to determine customer contentment and findings indicate that management have to focus on attributes like interest in solving clients’ problem, clients’ question to be answered timely by staff, trust in you to be inculcated by staff, individual consideration by staff and stopping region.

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