Pengaruh Kualitas Pelayanan Dan Kinerja Karyawan Terhadap Kepuasan Nasabah Pada PT. BPR Artha Adyamurthi Di Kediri Tabanan

2020 ◽  
Vol 1 (2) ◽  
pp. 103-110
Author(s):  
I Wayan Gede Antok Setiawan Jodi
Keyword(s):  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Capital Investment ◽  
Employee Performance ◽  
Linear Regression Analysis ◽  
Regression Line ◽  
T Test ◽  
F Test

Rural Banks (BPR) are one type of bank that is known to serve customers, micro, small and medium enterprises. BPR is the official banking institution regulated in the Banking Law which functions not only to channel credit in the form of working capital, investment and consumption credit but also to collect public funds in the form of time deposits, savings and other forms equivalent to it. Based on this background, the title of this research is "The Effect of Service Quality and Employee Performance on Customer Satisfaction at PT. BPR Artha Adyamurthi in Kediri, Tabanan ". The formulation of the problem in this study is how the influence of service quality and employee performance simultaneously and partially on customer satisfaction at PT. BPR Artha Adyamurthi in Kediri, Tabanan. The purpose of this study is to analyze the effect of service quality and employee performance simultaneously and partially on customer satisfaction at PT. BPR Artha Adyamurthi in Kediri, Tabanan. The number of samples is 98 people. The analytical tools used in the study include classical assumption test, multiple linear regression, F test, and t test. From the results of the calculation of multiple linear regression analysis obtained the linear regression line equation between service quality and employee performance on customer satisfaction is Y = -1,710 + 0,296X1 + 0,765X2. Based on the F test results obtained Fcount value of 132.206 is greater than Ftable (3.07 then it is true there is a positive and significant effect between service quality and employee performance simultaneously on customer satisfaction at PT. BPR Artha Adyamurthi in Kediri, Tabanan. Results of analysis with using t-test, the t-count value of 2.695 and 10.085 is greater than the t-table value, the service quality and employee performance partially have a positive and significant effect between service quality and employee performance simultaneously on customer satisfaction at PT. BPR Artha Adyamurthi in Kediri, Tabanan.

scholarly journals PENGARUH KUALITAS PELAYANAN DAN HARGA TERHADAP KEPUASAN KONSUMEN PADA CV. NETRAL KECAMATAN RENGAT KABUPATEN INDRAGIRI HULU

2019 ◽  
Vol 10 (3) ◽  
pp. 324-332
Author(s):  
Kurnia Dewi
Keyword(s):  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Correlation Coefficient ◽  
Consumer Satisfaction ◽  
Quantitative Methods ◽  
T Test ◽  
F Test ◽  
Independent Variable

This research is on CV. Netral Rengat District, Indragiri Hulu Regency. The purpose of this research is to know the effect of service quality and price simultaneously on customer satisfaction on CV. Neutral Rengat District, Indragiri Hulu Regency; To find out the effect of service quality partially on customer satisfaction on CV. Neutral Rengat District, Indragiri Hulu Regency; To find out the effect of prices partially on customer satisfaction on CV. Neutral Rengat District, Indragiri Hulu Regency. The population in this study are all consumers who use the services of CV. Neutral Rengat Subdistrict, Indragiri Hulu Regency which is infinite in number, where visitors are teenagers to adults, the population used is 24,057 people. While the sample in this study amounted to 100 people with a nonprobability sampling technique. Thisr research used quantitative methods, namely by multiple linear regression, correlation coefficient and determination, and F test and t test. Based on the results of the research and discussion, some conclusions can be drawn as follows: From the quantitative calculations obtained using the multiple linear regression equation Y = a + b1X1 + b2X2 obtained Y = 3.808 + 0.238 X1 + 0.528 X2, namely the constant coefficient value (a) amounting to 3.808 this means that if the value of service quality (X1) and price (X2) equals zero, then the level or amount of customer satisfaction (Y) is equal to 3.808. The coefficient value of X1 = 0.238 means that if the service quality (X1) rises by one unit, while the price variable (X2) remains, customer satisfaction (Y) will increase by 0.238 and vice versa if the service quality (X1) decreases by one unit, while the price variable (X2) remains, consumer satisfaction (Y) will decrease by 0,238. The coefficient value of X2 = 0.528 explains that if the price (X2) rises by one unit, while the service quality variable (X1) remains, the level of customer satisfaction (Y) will increase by 0.528 and if the price (X2) falls by one unit, while the service quality variable (X1) remains that consumer satisfaction (Y) will decrease by 0.528. Multiple linear correlation coefficient (R) that is 0.885 means that the relationship that has a very high correlation between service quality and price to customer satisfaction is 0.885. The coefficient of determination (R2) is 0.783, meaning that customer satisfaction can be explained by variations in changes in the independent variable (service quality and price) of 78.3%, while the remaining 21.7% is explained by other variables outside the research. Based on the results of the F test, the calculated F value is 175,051 with a significant level of 0,000. While Ftable at 100% (0.05) is 3.09. In both calculations, F count> Ftable is 175,051> 3,09. This means that Ho is rejected and Ha is accepted, meaning that simultaneously service quality and price have a significant effect on customer satisfaction. Based on the results of the t test obtained the value of tcount X1> t table = 2.101> 1.98447 so that Ho is rejected and Ha is accepted, which means the independent variable (X1) service quality partially has a significant effect on the variable customer satisfaction (Y). Furthermore, the value of tcount X2> t table = 4.268> 1.98447 so that Ho is rejected and Ha is accepted, which means that the independent variable (X2) price partially has a significant effect on the variable customer satisfaction (Y).

scholarly journals Pengaruh harga dan kualitas pelayanan terhadap kepuasan pelanggan maskapai penerbangan Batik Air Banda Aceh

2020 ◽  
Vol 9 (1) ◽  
Author(s):  
Yahya - Yahya ◽  
Zenitha - Maulida ◽  
Yusra - Yusra ◽  
Lidya - Makmur
Keyword(s):  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Confidence Level ◽  
T Test ◽  
Satisfaction Level ◽  
F Test ◽  
Independent Variable ◽  
Banda Aceh

The aim of this study is to investigate the influence of price and service quality toward the customer satisfaction of Batik Air Banda Aceh. 96 respondents of this study are collected through a questionnaire. The hypothesis was tested using multiple linear regression, F-test, and t-test, to know simultaneously and partially the influence of independent variable toward the dependent variable at a 95% confidence level (α = 0.05). The result, based on the t-test and partial test, shows that price and service quality influence the customer satisfaction level of Batik Air in Banda Aceh. Implication and suggestion also discussed in this study.

scholarly journals Pengaruh Gaya Kepemimpinan dan Disiplin Kerja terhadap Kinerja Pegawai Kantor Kecamatan Cambai Kota Prabumulih

2020 ◽  
Vol 1 (1) ◽  
pp. 59-70
Author(s):  
Ellisyah Mindari
Keyword(s):  
Linear Regression ◽  
Multiple Linear Regression ◽  
Leadership Style ◽  
Employee Performance ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
T Test ◽  
Primary Data ◽  
F Test ◽  
Analysis Techniques

Purpose. Formulations of the problem in this research is there any influence leadership style and discipline to employee performance. Design/methodology.  This research was associative. The location of this study addressed at Jalan Sudirman No. 01 KM. 10 Village Cambai District of Cambai Prabumulih zip code 31141. The sample in this study as many as 50 people, with saturated Sampling analysis techniques. The data used are primary data. Data were collected through questionnaires. Analysis of the data used is the qualitative and quantitative analysis. Techniques using multiple linear regression analysis, F test (simultaneous) and t test (partial). Finding. Results of the testing that has been done from this study indicate that the multiple linear regression calculation results obtained Y = 1.881 + 0,391X1 + 0,354X2, for the F test obtained Fhitung (9.175)> F table (3.20), meaning that there is influence leadership style and discipline work on employee performance SDOs Cambai Prabumulih, for the t test of leadership style variable (X1) obtained t (4.333)> t table (2.011), meaning that the leadership style partially influence on employee performance. T test variable work discipline (X2) obtained t (2.545)> t table (2.011), meaning that the work discipline partially influence on employee performance.  

scholarly journals PENGARUH KUALITAS LAYANAN, KUALITAS PRODUK, DAN HARGA TERHADAP KEPUASAN NASABAH KREDIT SERBA BISA PADA PD. BPR BKK KOTA SEMARANG PERIODE JUNI 2019

KEUNIS ◽  
2020 ◽  
Vol 8 (1) ◽  
pp. 10
Author(s):  
Ika Puspita Ardani ◽  
Jati Handayani
Keyword(s):  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Product Quality ◽  
Sampling Technique ◽  
T Test ◽  
Test Reliability ◽  
F Test ◽  
Quality Product

<em>This purpose of this research is to analyze the effect of service quality, product quality, and price on customer satisfaction of Credit Serba Bisa at PD. BPR BKK Kota Semarang Period June 2019. This research is a causal applied quantitative research. The types of data used in this study are primary and secondary. Methods of data collection using questionnaires, interviews, and observation. The sampling technique used was purposive sampling technique with a sample of 100 respondents. Data testing methods used in this study are validity test, reliability test, normality test, multicollinearity test, heteroscedasticity test, autocorrelation test, multiple linear regression test, F test, t test, test the coefficient of determination R<sup>2 </sup>which shows can be used to measure customer satisfaction. The analytical method used in this study is multiple linear regression using SPSS 25. The results of the F test show that the quality of service, product quality, and price simultaneously have a significant effect on customer satisfaction on Credit Serba Bisa in PD. BPR BKK Kota Semarang. Furthermore, the t test results showed that service quality, product quality, and price partially had a significant effect on customer satisfaction of Credit Serba Bisa at PD. BPR BKK Kota Semarang.</em>

scholarly journals PENGARUH BUDAYA ORGANISASI DAN LOCUS OF CONTROL TERHADAP KINERJA PEGAWAI CABANG PT. PEGADAIAN (PERSERO) TARANDAM PADANG

2019 ◽  
Author(s):  
Miftahul Hidayat ◽  
Aminar Sutra Dewi
Keyword(s):  
Organizational Culture ◽  
Locus Of Control ◽  
Linear Regression ◽  
Multiple Linear Regression ◽  
Employee Performance ◽  
Linear Regression Analysis ◽  
Control Variable ◽  
Sampling Technique ◽  
T Test ◽  
F Test

The purpose of this study to determine how the influence of organizational culture and locus of control on the performance of PT.Pegadaian (Persero) Tarandam Padang. The research method used is descriptive causative. The sampling technique used is the total sampling so that the population is taken as many as 39 respondents. Data analysis technique used is test of validity, reliability, classical assumption test, multiple linear regression test, F test and t test. Based on multiple linear regression analysis, organizational culture variable and locus of control on the performance of PT. Pegadaian (Persero) Tarandam Padang obtained Y = 13,260 + 0,896 X1 + 0,428 X2 + 0,05. From the result of t test, it is found that organizational culture variables have significant effect on employee performance with significant value 0.000 &lt; 0,05, so Ho is rejected and H1 accepted, while locus of control variable has no significant effect to PT. Pawnshop (Persero) Tarandam Padang because significant value 0,037 &lt; 0.05, so Ho accepted and H2 rejected. From result of F test proved that organizational culture variable and locus of control simultaneously have significant influence to PT. Pegadaian (Persero) Tarandam Padang performance with significant value 0,000 &lt; 0,05. While Adjusted R Square result is 0,368, it means free variable influence to variable 36,8% the rest 63,2% is explained by other variable not used in this research.

scholarly journals PENGARUH KEPEMIMPINAN, MOTIVASI, DAN PELATIHAN TERHADAP KINERJA KARYAWAN, STUDI PADA PT SURYA TOTO INDONESIA TBK. PLANT CIKUPA TANGERANG

2019 ◽  
Vol 24 (1) ◽  
pp. 55-70
Author(s):  
Masruri .
Keyword(s):  
Linear Regression ◽  
Multiple Linear Regression ◽  
Employee Performance ◽  
Linear Regression Analysis ◽  
T Test ◽  
Coefficient Of Determination ◽  
Survey Method ◽  
F Test ◽  
Leadership Motivation ◽  
And Training

Employee performance can be traced back to the behavior of people in their working place in accordance with their role in the company. Performance assessment is carried out to provide information as a basis for decision making in an effort to improve the quality of company services. There are many factors that influence employee performance including leadership, work environment, work placement, career development, training, education, attendance, work culture and others. The study sought to establish the effect of leadership, motivation and training on employee performance in PT Surya Toto Indonesia Tbk both individually and jointly. A survey method was applied using primary data obtained from the questionnaire. Population in this study was employees of PT. Surya Toto Indonesia Tbk plant Cikupa Tangerang. Sample size was 100 employees, consisted of permanent employee and contracted employee, using Stratified Random Sampling technique. Data quality was verified using validity test and reliability test. Data were analyzed using multiple linear regression, T-test, F-test, coefficient of determination, and classical assumption test.The result of multiple linear regression analysis showed that leadership, motivation and training have positive influence to employee performance in PT Surya Toto Indonesia Tbk. This is indicated by positive regression coefficient numbers. It was also found that leadership, motivation and training have a significant effect to employee performance in PT Surya Toto Indonesia Tbk. indicated by the significance number generated in each variable below 0.05 from T-test and F-test. Based on the result of the coefficient of determination, the influence of leadership, motivation, and training variables on employee performance was 44.9% while the rest (100% - 44.9% = 54.1%) was explained by other variables that were not used in this study.

scholarly journals HUBUNGAN LINGKUNGAN KELUARGA TERHADAP KARAKTER DISIPLIN DAN PRESTASI BELAJAR SISWA DI MI AL FIRDAUS LASEM SIDAYU GRESIK

2020 ◽  
Vol 2 (1) ◽  
pp. 9
Author(s):  
Minahul Mubin
Keyword(s):  
Regression Analysis ◽  
Linear Regression ◽  
Multiple Linear Regression ◽  
Family Environment ◽  
Linear Regression Analysis ◽  
Regression Line ◽  
T Test ◽  
F Test ◽  
The Family ◽  
Character Building

This research is to find out 1. Relationship between Family Environment and Discipline Character and Student Learning Achievement at MI AL Firdaus Lasem Sidayu Gresik. 2. The relationship of learning discipline to the formation of character in students MI AL Firdaus Lasem Sidayu Gresik. This type of research is quantitative descriptive research. This study took the location at MI AL Firdaus Lasem Sidayu Gresik. Data collection techniques using a questionnaire technique. The data analysis technique used is multiple linear regression analysis, significance test of multiple linear regression (F test) and test the significance of the multiple linear regression coefficient (T test), In addition, the calculation of relative contributions and effective contributions is also carried out.The results of the regression analysis obtained the regression line equation: Y = 14,782 + 0,432X1 + 0,392X2. The equation shows that character building is influenced by the family environment and learning discipline. The conclusion of this research is 1. The family environment has a positive and significant effect on character building. Based on T test was obtained Tcount it > Ttabel, that is 6,342 > 1,980 and the value of the probability of significance < 0,05, that is 0,000. 2. Learning discipline has a positive and significant effect on character building. Based on F test noted that H0 rejected, becoause Fcount it > Ftabel, yaitu 49,342 > 3,072 and the value of the probability of significance < 0,05, that is 0,000. 3. Family environment variables make effective contributions 25,7%. Learning discipline variables make effective contributions 19,4%, so the total effective contribution is 45,1%, while 54,9% the rest is influenced by other variables not examined

scholarly journals PENGARUH PELAYANAN DAN KEPUASAN TERHADAP LOYALITAS NASABAH KREDIT PADA PT. BPR X

2018 ◽  
Vol 2 (2) ◽  
pp. 178-191
Author(s):  
Faisal H Batubara
Keyword(s):  
Regression Analysis ◽  
Linear Regression ◽  
Customer Satisfaction ◽  
Multiple Linear Regression ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
T Test ◽  
Market Demand ◽  
F Test ◽  
Correlation Test

The purpose of this study is to determine how much influence between the services provided and the level of satisfaction obtained on loyalty of credit customers at PT. BPR X. Techniques used in collecting data is using the method of field observation, interviews to respondents and the distribution of questionnaires. The population used in this research is credit customers of PT. BPR X which amounted to 386 credit customers, sampling technique used is a purposive method obtained by the sample of 60 respondents or by 15% of the population. Methods of data analysis using multiple linear regression analysis, correlation test, determinant test, partial t test and multiple F test. The result of multiple linear regression analysis shows that Y = 0,254 + 0,474 X1 + 0,445 X2 meaning without Xeria veriabel (service) and X2 (satisfaction) then variable Y (satisfaction) remain 0,254. Based on the correlation test results of correlation value of  0,533 which means having a medium relationship in accordance with the criterion limits that have been determined at the correlation interval (0.40 - 0.59 category strong enough). The determinant test shows the value of R square of 0.284, which means the influence of service variables and satisfaction on the loyalty variable is 28.4%, the rest of 71.6 % is influenced by other independent variables which are not included in this research that is the level of competition, market demand , price, promotion, and so on. The result of t test is obtained by t value of service variable (2,169)> t-table (1,671) with significance value 0,034 below 0,05 hence it shows that service variable does not have significant influence to loyalty and obtained value t-count variable customer satisfaction (3.653)> t-table (1,671) with a significance value of 0.001 below 0.05 then it shows that customer satisfaction variables does not significantly influence loyalty. The result of F test shows that service (X1) and customer satisfaction (X2) have positive effect and significant  on Customer loyalty (Y), this is proven by F test calculation obtained F count = 11,313 bigger than Ftable 2,370. The significant level obtained is (0,000) this value can be said to be absolutely significant because it is valued at 0,000 and smaller than the significant standard (5% or 0.05)

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 Layanan dan Kualitas Produk Terhadap Kepuasan Nasabah Bank

2020 ◽  
Vol 1 (02) ◽  
pp. 133-140
Author(s):  
Meli Andriyani ◽  
Riski Ardianto
Keyword(s):  
Regression Analysis ◽  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Product Quality ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Research Data ◽  
Positive Effect

The bank as a service company places great importance on satisfaction through services and products. The purpose of this study was to determine the effect of service quality and product quality on customer satisfaction. The research was conducted by distributing questionnaires to 100 respondents, namely bank customers who live and have bank accounts in the Cibubur area. The research data were analyzed using multiple linear regression analysis. The study found that service quality did not affect customer satisfaction, while product quality had a positive effect on customer satisfaction.

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