scholarly journals Pengaruh Kualitas Pelayanan terhadap Loyalitas Pelanggan dengan Kepuasan Pelanggan Sebagai Variabel Medisi di Prime Plaza Suites, Bali

2020 ◽  
Vol 9 (2) ◽  
pp. 45-53
Author(s):  
I Ketut Surata ◽  
I Gusti Agung Febrianto ◽  
Anak Agung Istri Manik Mahayani
Keyword(s):  
Regression Analysis ◽  
Linear Regression ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Significant Relationship ◽  
Linear Regression Analysis ◽  
Study Data ◽  
Simple Linear Regression

The aims of this study were to (1) analyze the influence of service quality to customer loyalty, (2) analyze the influence of service quality to customer satisfaction, (3) analyze the influence of customer satisfaction to customer loyalty, and (4) analyze the influence of service quality to customer loyalty with customer satisfaction as mediating variabel in Prime Plaza Suites Sanur – Bali. This study used questionnaires as the data collection techniques which were distributed to 100 guests who have stayed at Prime Plaza Suites Sanur – Bali as the respondents of this study. Data were analyzed quantitatively using classic assumption testing, simple linear regression analysis, t-test, path analysis and analysis of determination. The result of this study indicated (1) service quality has a positive and significant effect on customer loyalty (? = 0,257; t-value = 2,638; p < 0,05), (2) service quality has a positive and significant effect on customer satisfaction (? = 0,964; t-value = 30,814; p < 0,05), (3) customer satisfaction has a positive and significant effect on customer loyalty (? = 0,252; t-value = 2,617; p < 0,05) and (4) customer satisfaction has a partial mediating on the positive and significant relationship between service quality on customer loyalty ? = 0,961; t-value = 29,552; p < 0,05).

scholarly journals PENGARUH KUALITAS LAYANAN TERHADAP LOYALITAS PELANGGAN DI SPBU 34-17123 HARAPAN INDAH – BEKASI

2020 ◽  
Vol 16 (1) ◽  
pp. 9
Author(s):  
Delvira Juang Utami ◽  
Vera Ramadhanty ◽  
Fatimah Azzahra
Keyword(s):  
Regression Analysis ◽  
Linear Regression ◽  
Service Quality ◽  
Customer Loyalty ◽  
Linear Regression Analysis ◽  
Primary Data ◽  
Communication Model ◽  
Simple Linear Regression ◽  
Processing Application ◽  
Simple Linear Regression Analysis

Business competition in this modern era is so diverse, that business people who provide products and services must be able to make every effort and effort to be able to survive in the business that is being run. Currently for product providers not only provide what products are needed and quality products, but no less important in business is how businesses can provide the best service for their customers. The Stimulus Response (S-R) communication model is a human behavior (response) that can be predicted according to the stimulus to be sent. Regarding this, in this study the stimulus in question is service quality (variable X) and the intended response is customer loyalty (variable Y), this study uses quantitative research methodology. The object of this research is the gas station company 34-17123 Harapan Indah-Bekasi, customers who more than 3 times refuel four-wheeled vehicles as subjects, as well as service quality and customer loyalty as objects. The data obtained are primary data and secondary data. This study used a sample of 308 respondents from a total population count of 1,342 customers. The sampling technique used in this study is non-probability sampling with accidental sampling method. This study uses 5 test instruments using SPSS version 24 (Statistical Package for the Social Science) data processing application, namely validity, reliability, normality test using probability plot (p-plot), Anova (one-way Analysis of variance) test, simple linear regression analysis using partial test and a simple linear regression analysis test was performed. The results of this study are that the quality of service at SPBU 34-17123 Harapan Indah-Bekasi affects customer loyalty by 57.9%, and 42.1% is influenced by other factors. The results of this study have a significant effect on the significance level of 0.05% and the average customer agrees to be loyal to the SPBU 34-17123 Harapan Indah-Bekasi.

scholarly journals ANALISIS FAKTOR – FAKTOR YANG MEMPENGARUHI LOYALITAS PELANGGAN PEMBELIAN ANAKAN MURAI BATU PRESTASI ( STUDI KASUS PADA AZIS BIRDFAM DI BOYOLALI TAHUN2020 )

2021 ◽  
Vol 9 (1) ◽  
pp. 11-16
Author(s):  
Muhammad Azis Rahmanto ◽  
Dasmadi Dasmadi ◽  
A. Fidhdiarr Ariestanto TNK
Keyword(s):  
Regression Analysis ◽  
Linear Regression ◽  
Data Collection ◽  
Service Quality ◽  
Customer Loyalty ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
Product Price

Penelitian ini bertujuan untuk mengetahui adanya pengaruh produk, harga, kualitas pelayanan Azis Birdfam di Boyolali. Teknik pengumpulan data menggunakan wawancara, kuesioner dan studi dokumen yang dilakukan pada bulan mei tahun 2020 sampai juli tahun 2020. Teknik pengambilan sampel yang digunakan berdasarkan bertepatan, semua sampel data telah dianalisis dari analisis regresi linier berganda memperoleh nilai adjusted R Square sebesar 4,9 % variabel produk, harga, kualitas pelayanan berdampak pada loyalitas pelanggan sedangkan selisihnya 95,1 % berdampak oleh variabel lain seperti ikatan emosional, kepercayaan, kemudahan, kepuasan pelanggan dan pengalaman dengan perusahaan. Hasil pengkajian ini merumuskan bahwa produk, harga dan kualitas pelayanan menggunakan uji secara parsial memiliki dampak berdasarkan relevan terhadap loyalitas pelanggan pada Azis Birdfam di Boyolali. ABSTRACT   This study aims to determine the effect of product, price, service quality of Azis Birdfam in Boyolali. The data collection techniques used interviews, questionnaires and document studies conducted in May 2020 to July 2020. The sampling technique used was coincidental, all data samples were analyzed from multiple linear regression analysis to obtain an adjusted R Square value of 4.9%. product variables, price, service quality have an impact on customer loyalty, while the 95.1% difference has an impact on other variables such as emotional ties, trust, convenience, customer satisfaction and experience with the company. The results of this study formulate that the product, price and service quality using a partial test has an impact based on relevance to customer loyalty to Azis Birdfam in Boyolali.

scholarly journals Effect Analysis of the Service Quality on Customer Satisfaction at PT. Bee Logistics Transworld Surabaya

2019 ◽  
Vol 1 (1) ◽  
pp. 26-33
Author(s):  
Andira Puspita Fajarini
Keyword(s):  
Regression Analysis ◽  
Linear Regression ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
Effect Analysis ◽  
Physical Evidence

PT. Bee Logistics Transworld has service quality that each variable can influence customer satisfaction such as Tangible, Reliability, Responsiveness, Assurance and Empathy. This study aims to determine the effect of Service Quality on Customer Satisfaction. The population of this research is customers of PT. Bee Transworld Logistics Surabaya. Samples of 100 respondents were taken using purposive sampling technique and methods of data collection using questionnaires. Analysis of the data used is multiple linear regression analysis. The results of this study indicate that the Tangible variable (physical evidence) significantly influences the variable customer satisfaction. While the Reliability, Responsiveness, Assurance, and Empathy variables do not significantly influence the customer satisfaction variable.

scholarly journals PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PADA KANTOR POS SINDANGLAYA CIPANAS

2021 ◽  
Vol 1 (1) ◽  
pp. 1
Author(s):  
Sirojudin Siroj ◽  
Desti Nurwidiawati ◽  
Asrti Mailani ◽  
Rizki Alyan Syachwaldi ◽  
Agus Irawan ◽  
...  
Keyword(s):  
Regression Analysis ◽  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Linear Regression Analysis ◽  
Field Research ◽  
Post Office ◽  
Simple Linear Regression ◽  
Significance Level ◽  
Simple Linear Regression Analysis

ABSTRAKTujuan penelitian ini adalah untuk mengetahui pengaruh kualitas pelayanan terhadap kepuasan pelanggan pada kantor pos Sindanglaya. Jenis penelitian ini adalah field research dengan pendekatan kuantitatif. Populasi dalam penelitian ini adalah seluruh pelanggan yang menggunakan jasa pelayanan pengiriman barang di kantor pos Sindanglaya Kecamatan Cipanas, Kabupaten Cianjur. Sampel yang diambil sebanyak 100 responden. Teknik pengumpulan data menggunakan kuesioner. Teknik analisis data menggunakan uji analisis regresi linier sederhana. Hasil penelitian ini menunjukkn bahwa variabel kualitas pelayanan memiliki t hitung yang bernilai positif sebesar 0,5688 dengan taraf signifikansi 0,000 diatas signifikansi 0,05 (0,000 < 0,05). Dengan demikian t hitung t tabel (5,688 > 1,984), maka H0 ditolak dan Ha diterima. Sehingga dapat dinyatakan bahwa Kualitas Pelayanan memiliki pengaruh signifikan terhadap Kepuasan Pelanggan pada PT. Pos Sindanglaya. Adapun persamaan analisis regresi linier sederhananya yaitu: Ŷ = 9,118 + 0,139X. ABSTRACTThe purpose of this study was to determine the effect of service quality on customer satisfaction at the Sindanglaya post office. This type of research is field research with a quantitative approach. The population of this study were all customers of the Sindanglaya Post Office. The data collection technique used a questionnaire. The data analysis technique used simple linear regression analysis. The population in this study were all customers who used the delivery service at the Sindanglaya post office. Samples taken were 100 respondents. The results of this study indicate that the service quality variable has a positive t count of 0.5688 with a significance level of 0.000 above the significance of 0.05 (0.000 <0.05). Thus t count t table (5.688> 1.984), then H0 is rejected and Ha is accepted. So it can be stated that Service Quality has a significant influence on Customer Satisfaction at PT. POS. Sindanglaya. Simple linear regression analysis Ŷ = 9,118 + 0,139X.

scholarly journals Peran Kualitas Pelayanan Penyedia Internet Terhadap Kepuasan Pelanggan

2019 ◽  
Vol 5 (1) ◽  
pp. 33
Author(s):  
Ayu Marluthy ◽  
Ii Halilah
Keyword(s):  
Regression Analysis ◽  
Linear Regression ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Linear Regression Analysis ◽  
Internet Access ◽  
Sampling Technique ◽  
The People

This study aims to determine how much influence the quality of internet provider service to customer satisfaction, using linear regression analysis. The population in this study is the people of Bandung who use or subscribe internet access. Sampling technique used is non-probability sampling by taking samples using quota. The sample of research is 100 respondents. Data collection techniques using observation techniques and questionnaire. The amount of influence service quality to customer satisfaction that is equal to 0,538 or 53,8% change of customer satisfaction can be explained by service quality variable, while the rest equal to 46,2% explained by cause or other factor not examined.

scholarly journals PENGARUH KESIAPAN BELAJAR TERHADAP PRESTASI BELAJAR MAHASISWA PADA PEMBELAJARAN KALKULUS

2017 ◽  
Vol 2 (2) ◽  
pp. 145-158
Author(s):  
Triana Harmini
Keyword(s):  
Regression Analysis ◽  
Linear Regression ◽  
Data Collection ◽  
Significant Relationship ◽  
Linear Regression Analysis ◽  
Analysis Data ◽  
Simple Linear Regression ◽  
Simple Linear Regression Analysis ◽  
Linearity Test ◽  
Academic Year

This study aims to determine whether or not a significant relationship between the readiness of learning and students' achievement in Calculus. This study was conducted in the odd semester of the academic year 2016/2017. The population in this study is the students of Informatics Engineering, University of Darussalam Gontor who took calculus course consisting of 50 people. Data collection in this research using questionnaire and documentation method.The research instruments used are questionnaire.  Techniques of analysis data  used are Product Moment correlation and simple linear regression analysis with prerequisite analyses those are normality and linearity test applied to know the influence of readiness study toward the students' achievement in Calculus course. The analysis result of Product Moment correlation show that the coefficient of readiness is 0.808 with significance score 0,00. This means that there is a positive and significant correlation between the readiness of learning and the students' achievement in the Calculus course. While the results of Linear Regression analysis shows that determination coefficient is 0.652. It means that the readiness of study gives an effect of 65,2% on the students' achievement in Calculus course.

scholarly journals Peran Kualitas Pelayanan Penyedia Internet Terhadap Kepuasan Pelanggan

2019 ◽  
Vol 5 (1) ◽  
pp. 33-47
Author(s):  
Ayu Marluthy ◽  
Ii Halilah
Keyword(s):  
Regression Analysis ◽  
Linear Regression ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Linear Regression Analysis ◽  
Internet Access ◽  
Sampling Technique ◽  
The People

This study aims to determine how much influence the quality of internet provider service to customer satisfaction, using linear regression analysis. The population in this study is the people of Bandung who use or subscribe internet access. Sampling technique used is non-probability sampling by taking samples using quota. The sample of research is 100 respondents. Data collection techniques using observation techniques and questionnaire. The amount of influence service quality to customer satisfaction that is equal to 0,538 or 53,8% change of customer satisfaction can be explained by service quality variable, while the rest equal to 46,2% explained by cause or other factor not examined.

Maintaining Customer Loyalty by Intensifying Service Quality and Customer Satisfaction in Commuter Line Jabodetabek

2019 ◽  
Vol 10 (9) ◽  
pp. 902-909
Author(s):  
Umbas Krisnanto ◽  
◽  
Conny Marpaung ◽  
Keyword(s):  
Data Analysis ◽  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Hypothesis Testing ◽  
Customer Loyalty ◽  
T Test ◽  
Coefficient Of Determination ◽  
Simple Linear Regression ◽  
Significance Level

This study aims to determine and analyze the influence of Service Quality and Customer Satisfaction on Customer Loyalty in Jabodetabek Commuter Line. The sample of this study was 50 people. Methods of collecting data by distributing questionnaires. Data analysis using the analysis used is simple linear regression, t test and coefficient of determination. The results showed 1) Service Quality has a positive and significant effect on Customer Loyalty in Jabodetabek Commuter Line, with a significance level of 0.048; and supported by the results of hypothesis testing with a t-count value of 4.433 > t-table value of 1.95, with a significance of 0.048 or < 0.05; 2) Customer Satisfaction positive and significant effect on Customer Loyalty in Jabodetabek Commuter Line, with a level significance of 0,000; and supported by the results of hypothesis testing with a t-count value of 4,969 > t-table value of 1.95, with a significance of 0,000 or < 0.05, 3) Service quality and Customer Satisfaction have a positive and significant effect on Customer Loyalty in Jabodetabek Commuter Line, with a significance level of 0,000. This means that the hypothesis H0 is rejected and Ha is accepted so that it can be concluded that service quality and customer satisfaction together have a positive and significant effect on customer loyalty in Jabodetabek Commuter Line.

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.

AGAMA DAN FILANTROPI: PENGARUH PROMOSI TERHADAP MINAT MASYARAKAT MENJADI FILANTROPIS ZAKAT (MUZAKKI) PADA LEMBAGA AMIL ZAKAT DI KOTA AMBON

2020 ◽  
Vol 16 (1) ◽  
Author(s):  
Rosna Kurnia ◽  
Dety Aryani Relubun ◽  
Wahyu Ismail Kurnia ◽  
Roni Ismail
Keyword(s):  
Regression Analysis ◽  
Linear Regression ◽  
Data Collection ◽  
Linear Regression Analysis ◽  
Life Quality ◽  
Literary Study ◽  
Simple Linear Regression ◽  
Muslim Majority ◽  
Promotion Effort

Each religion obliges its followers to do philanthropy deed. Zakat is one of philanthropy tenets in Islam. In Islam, zakat is believed to be one of the vital instruments in an effort to eradicate poverty, decrease unemployment rate, and improve the life quality of society. As Muslim majority country, Indonesia rightly need to optimize the zakat philanthropy program through stimulating people's inclination to become loyal zakat philanthropist or Muzakki in one of the Zakat collection agencies in Indonesia. This research, therefore, is aiming at analyzing the influence of promotion on forming people's interest in becoming Muzakki in one of the Zakat agencies in Ambon, Maluku province. The quest was particularly conducted in YAKESMA Zakat Agency in Ambon. The data collection processes were literary study, interview, and questionnaire allotment regarding the research. As for the data analyzing, the simple linear regression analysis was used with variables consisting of promotion scale and people's proclivity of 25 out of 154 respondents. The outcome of the research indicated that the promotion scale has a significant improvement of people's proclivity to become Muzakki or zakat philanthropist in YAKESMA Zakat agency in Ambon. The promotion effort contributed 78.9 percent in forming Ambonese’s proclivity to become loyal zakat philanthropist (Muzakki) in YAKESMA Zakat agency in Ambon.

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