PENERAPAN KUALITAS PELAYANAN DALAM MENINGKATKAN KEPUASAN KONSUMEN PADA PT ETOS SURYANUSA

ABSTRACT: Business sustainability and company goals can be measured by the company's level of service to customer satisfaction. With the recognition of customer satisfaction, it means that the use of products or services can continue and of course the company will get definite and smooth profits and business. The purpose of this study is to determine customer satisfaction is determined by the level of service of the company. Descriptive qualitative research method provides an overview of the results of the analysis that is easily accessible to readers. The research sample consisted of 30 informants who had become consumers of PT Etos Suryanusa. Research data collection was carried out through distributing questionnaires, taking documentation and direct interviews. The results obtained from the research are physical evidence factors, reliability factors and responsiveness factors are important factors in increasing consumer satisfaction. The reliability factor has the most dominant influence on customer satisfaction. Assurance and empathy factors do not have any effect on customer satisfaction, instead they are considered as inhibiting factors for service quality.

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ANALISIS KEPUASAN KONSUMEN PT. KALTRABU INDAH BANJARMASIN

Jurnal Mitra Manajemen ◽

10.52160/ejmm.v4i4.362 ◽

2020 ◽

Vol 4 (4) ◽

pp. 523-537

Author(s):

Rahmat Hilmi ◽

Anthonius Karsudjono

Keyword(s):

Customer Satisfaction ◽

Consumer Satisfaction ◽

Sample Selection ◽

Reliability Factor ◽

Physical Evidence ◽

Decision Variables ◽

The Social ◽

Independent Variable ◽

Influential Variable ◽

Processing Techniques

The purpose of this study was to determine the effect of the independent variable Service Quality consisting of Physical Evidence, Reliability, Responsiveness, Assurance and Empathy both simultaneously and partially on the dependent variable Consumer Satisfaction. And want to know the dominant variables that affect Consumer Satisfaction. The data used is the result of distributing questionnaires to respondents who used the services of PT. Kaltrabu Indah Banjarmasin. The sample selection technique is Accindental Sampling with a total of 60 consumers. Data processing techniques using SPSS (Statistical Package for the Social Sciences). The results showed that simultaneously the variables Physical Evidence, Reliability, Responsiveness, Assurance and Empathy had a significant effect on the purchasing decision variables of PT. Kaltrabu Indah Banjarmasin Branch of 25,515. Partially only the Reliability variable 3,177 (Sig.0,002), Guarantee 2,340 (Sig. 0,023) and Empathy 2,661 (0,010) affect the customer satisfaction of PT. Kaltrabu Indah Banjarmasin. While the Physical Evidence variable 1.983 (Sig. 0.053) and Responsiveness 0.901 (Sig.0.372) did not significantly influence the consumer satisfaction of PT. Kaltrabu Indah Banjarmasin. The dominant influential variable is Reliability with a Standardized Coefficients Beta value of 0.415, meaning that according to consumers' perception the reliability factor becomes something that is considered very important in an effort to create customer satisfaction when using the services of PT. Kaltrabu Indah Banjarmasin. Referring to the terminated Coefficient (R Square) of 0.703, the customer satisfaction of PT. Kaltrabu Indah Banjarmasin of 70.3% is influenced by physical evidence, reliability, responsiveness, assurance and empathy variables. While the remaining 29.7% of customer satisfaction is influenced by other variables not included in this study.

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Analisa Pengaruh Customer Experience Terhadap Customer Satisfaction Wisatawan Pada Destinasi Wisata Kabupaten Bintan Kepulauan Riau

Bahtera Inovasi ◽

10.31629/bi.v1i2.3444 ◽

2021 ◽

Vol 1 (2) ◽

pp. 67-75

Author(s):

Iranita Iranita

Keyword(s):

Linear Regression ◽

Customer Satisfaction ◽

Multiple Linear Regression ◽

Consumer Satisfaction ◽

Customer Experience ◽

Research Data ◽

Variable Dimension ◽

Influential Variable ◽

Dominant Influence ◽

Research Show

This study discusses the customer experience that supposedly affects customer satisfaction of tourists in the province of Riau Islands of Bintan Regency. In this study the variable dimension measured through experinece sense, feel, think, act and relate. Research data processed with using their analysis of multiple linear regression and factor. The results of this research show that customer experience significant influential variable and positive towards consumer satisfaction (customer satisfaction). The result of the research shows that experience variable with dimensions of sense, feel, think, act and relate simultaneously against influential customer satisfaction. In partial dimensions factor sense, feel, think and relate that give may influence against the satisfaction and sense of dominant influence dimensions against customer satisfaction.

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LE DELICE CAFÉ AND BAKERY STORE ATMOSPHERE AND PROMOTION ON CONSUMER SATISFACTION AND LOYALTY

TRIKONOMIKA ◽

10.23969/trikonomika.v18i1.1255 ◽

2019 ◽

Vol 18 (1) ◽

pp. 30

Author(s):

Popo Suryana ◽

Mochammad Rifal Haryadi

Keyword(s):

Customer Satisfaction ◽

Path Analysis ◽

Consumer Satisfaction ◽

Consumer Loyalty ◽

Multiple Correlation ◽

Business Analysis ◽

Dominant Influence

Le Delice Cafe and Bakery is a business that engaged in the culinary business. Analysis of data used is using path analysis (path analysis), multiple correlation, and coefficients of determination. Based on the analysis of the effect of the store atmosphere and promotion to customer satisfaction simultaneously is equal 159.147. While partially in the structure of I store atmosphere into a variable that has a dominant influence on customer satisfaction, because based on the calculation of standardized coefficients beta has the highest value of 0.519 compared to the promotion. While in structure II promotion become variable which have dominant influence to consumer loyalty, because based on calculation of standardized coefficients beta have highest value that is equal to 0.509 compare to store atmosphere and consumer satisfaction.

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Pengaruh Bauran Pemasaran Terhadap Kepuasan Pelanggan Trans Studio Makassar

Tata Kelola ◽

10.52103/tatakelola.v7i1.110 ◽

2020 ◽

Vol 7 (1) ◽

pp. 78-87

Author(s):

Mira Hijriah ◽

Mahfud Nurnajamuddin ◽

Serlin Serang

Keyword(s):

Customer Satisfaction ◽

Qualitative Methods ◽

Research Method ◽

Marketing Mix ◽

Research Approach ◽

Visitor Satisfaction ◽

Insignificant Effect ◽

Physical Evidence ◽

In Trans ◽

Quantitative And Qualitative Methods

Tujuan penelitian ini adalah untuk menganalisis Pengaruh Bauran Pemasaran Terhadap Kepuasan Pengunjung Pada Trans Studio Makassar. Pendekatan penelitian yang digunakan adalah pendekatan deskriptif dan eksplanatori dengan metode kuantitatif dan kualitatif. Metode penelitian yang digunakan adalah regresi berganda dengan bantuan program SPSS V. 16, untuk sampel dalam penelitian ini adalah 116 orang pelanggan. Hasil penelitian menunjukkan bahwa: Harga berpengaruh positif dan signifikan terhadap kepuasan pelanggan Trans Studio Makassar; produk berpengaruh negatif dan tidak signifikan terhadap kepuasan pelanggan Trans Studio Makassar; promosi berpengaruh negatif dan tidak signifikan terhadap kepuasan pelanggan Trans Studio Makassar.; distribusi berpengaruh positif dan signifikan terhadap kepuasan pelanggan Trans Studio Makassar; people (orang) berpengaruh positif dan tidak signifikan terhadap kepuasan pelanggan Trans Studio Makassar; proses berpengaruh positif dan tidak signifikan terhadap kepuasan pelanggan Trans Studio Makassar dan bukti fisik berpengaruh positif dan signifikan terhadap kepuasan pelanggan Trans Studio Makassar. The purpose of this study was to analyze the Effect of Marketing Mix on Visitor Satisfaction at Trans Studio Makassar. The research approach used is descriptive and explanatory approaches with quantitative and qualitative methods. The research method used is multiple regression with the help of the SPSS V. 16 program, for the sample in this study were 116 customers. The results showed that: Price had a positive and significant effect on customer satisfaction in Trans Studio Makassar; the product has a negative and insignificant effect on Trans Studio Makassar customer satisfaction; promotion has a negative and insignificant effect on Trans Studio Makassar customer satisfaction; distribution has positive and significant effect on customer satisfaction of Trans Studio Makassar; people (people) positive and not significant effect on customer satisfaction Trans Studio Makassar; the process has a positive and not significant effect on Trans Studio Makassar customer satisfaction and physical evidence has a positive and significant effect on Trans Studio Makassar customer satisfaction.

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Effect of Product Quality and Paint Prices on Consumer Satisfaction of Adeng Jaya TB, Tanjungsiang Subang District

EKSISBANK: Ekonomi Syariah dan Bisnis Perbankan ◽

10.37726/ee.v3i2.75 ◽

2019 ◽

Vol 3 (2) ◽

pp. 167-178

Author(s):

Roro Rodiah Rodiah ◽

Jalaludin Jalaludin ◽

Ahmad Damiri

Keyword(s):

Customer Satisfaction ◽

Product Quality ◽

Consumer Satisfaction ◽

Research Method ◽

Secondary Data ◽

Survey Method ◽

A Value ◽

Correlation Interval

Based on Observations in Tanjungsiang District There are several building shops that sell paint, but the majority of people buy paint at TB Adeng Jaya because there are several kinds of paint products that are sold from paint kilos, cans, to buckets. Making it easier for consumers to buy paint in accordance with what is desired. This study aims to discuss and analyze. Effect of product quality on customer satisfaction, The effect of paint prices on customer satisfaction, as well as the influence of product quality and paint prices on customer satisfaction. The effect of paint prices on customer satisfaction, as well as the influence of product quality and paint prices on customer satisfaction. The research method used is the survey method which is sourced from primary and secondary data about the quality of product X1 and the price of paint X2 on customer satisfaction Y. seen from the purpose of this study included in the research explanatory research, because it involves 3 variables that are interconnected with each other. Based on the results of testing using SPSS 26.0 software, this study can be concluded as follows,, the effect of (X1) on (Y) has a value of Tcount 9,055> Ttable 1,988 with a significance value of 0,000 <0.05 and R square value of 0.494, this shows the quality of paint products (X1) significantly influence customer satisfaction (Y) 49.4% while the remaining 50.6% is determined by other variables, the influence of (X2) on (Y) has a T-value of 2.081> Ttable 1.988 with a significance value of 0.000 <0.05, and an R Square value of 0.049, this shows that the price of paint (X2) has a significant effect on customer satisfaction (Y) of 4.9% while the remaining 95.1% is determined by other variables,and the influence of (X1) and (X2) on (Y) has a value of F count 0.330 < Ftable 3.11 with a significance value of 0.720> 0.05, and the R square value of 0.089 does not lie in the correlation interval, this shows the quality of the product (X1) and the price of paint (X2) has no effect on customer satisfaction (Y).

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HARGA DAN PROSES TERHADAP KEPUASAN KONSUMEN KAFE INSTAMIE DI KOTA BANDUNG

Jurnal Riset Bisnis dan Manajemen ◽

10.23969/jrbm.v11i1.864 ◽

2018 ◽

Vol 11 (1) ◽

pp. 15

Author(s):

Popo Suryana ◽

Intan Muliasari

Keyword(s):

Data Analysis ◽

Linear Regression ◽

Customer Satisfaction ◽

Consumer Satisfaction ◽

Research Method ◽

Coefficient Of Determination ◽

Service Process ◽

Distribution Data ◽

Analysis Method ◽

Multiple Correlation

The study aims to determine the influence of price and process on customer satisfaction at Instamie Cafe in Bandung either simultaneously or partially. The research method used is descriptive and verificative with sample size of 100 respondents. Data collection techniques used were observation, interview and questionnaire distribution. Data analysis method used is multiple linear regression, multiple correlation and coefficient of determination. The result shows that price of Instamie Cafe was too expensive and less service process and customer did not satisfy. Price and service process contribute to consumer satisfaction at Instamie Cafe. Based on the coefficient of partial determination, this study shows that the process gives greater influence on customer satisfaction than price.

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ANALISIS KEPUASAN PELANGGAN ATAS KUALITAS PELAYANAN PADA PT AUTOMOBIL JAYA MANDIRI WULING DI SURAKARTA

JURNAL ILMIAH EDUNOMIKA ◽

10.29040/jie.v3i02.634 ◽

2019 ◽

Vol 3 (02) ◽

Author(s):

Endah Astuti ◽

Eny Kustiyah ◽

Sri Hartono

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Consumer Satisfaction ◽

Descriptive Analysis ◽

Secondary Data ◽

Primary Data ◽

Quantitative Descriptive Analysis ◽

Physical Evidence ◽

Quantitative Descriptive ◽

Regression Tests

The purpose of this study was to determine the effect of service quality on customer satisfaction PT. Automobil Jaya Mandiri Wuling Surakarta partially and simultaneously. Primary data sources were obtained from questionnaires distributed to consumers with a sample of 95 people, while secondary data were obtained from PT. Automboil Jaya Mandiri Wuling Surakarta. The analytical tool used is quantitative descriptive analysis. Based on the results of the t test, it can be concluded that there is a partial effect between tangible and assurance on customer satisfaction at PT. Automobil Jaya Mandiri Wuling Surakarta. F test results show that there is a simultaneous influence between tangible, reliable, responsible, assurance, empathyvvariables on customer satisfaction at PT. Automobil Jaya Mandiri Wuling Surakarta. The results of multiple linear regression tests obtained by the equation Y = 1,219 + 0.763 X1 - 0.064 X2 + 0.130 X3 + 0.748 X4 - 8.644X5 €. From the regression equation it can be seen that the most dominant variable influencing consumer satisfaction is the physical evidence variable with a coefficient of 0.763. R2 (R Square) test obtained a result of 0.609 or 60.9% which means that customer satisfaction with the Dealer of PT. Automobil Jaya Mandiri Wuling Surakarta is influenced by variable tangiable, reliable, responsible, assurance, empathy of 60.9%. And other factors that influence customer satisfaction at PT. Automobil Jaya Mandiri Wuling Surakarta. of 0.391 (39.1%) expected by PT. Automobil Jaya Mandiri Wuling Surakarta needs to implement and develop aspects of service to consumer satisfaction which include tangible (physical evidence), reliability (reliability), responsiveness (responsiveness), assurance (empathy), empathy (empathy), so as to obtain a more market share well. Keywords: Service Quality, Tangible, Reliability, Responsiveness, Assurance, Empathy, and Customer Satisfaction

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PERAN MEDIASI KEPUASAN KONSUMEN PADA DETERMINAN KEPUTUSAN PEMBELIAN ULANG WEDANG UWUH HALAL

Kajian Bisnis STIE Widya Wiwaha ◽

10.32477/jkb.v29i1.236 ◽

2021 ◽

Vol 29 (1) ◽

pp. 30-42

Author(s):

Dwi Karti Handayani ◽

Lukia Zuraida

Keyword(s):

Data Collection ◽

Customer Satisfaction ◽

Consumer Satisfaction ◽

Research Method ◽

Sampling Technique ◽

Brand Trust ◽

Collection Method ◽

Positive Effects ◽

Analysis Technique ◽

Positive Effect

A brand trust that has been highly expected by consumers indicates the brandimage of the product is also high, thus moving consumers to make a purchase ofa product. The research method used in this study is quantitative with a crosssectional design. The sampling technique in this study used convenience sidetechniques with 100 respondents. The data collection method used a closedquestionnaire and the analysis technique used is PLS. The results showed thatproduct quality has a positive effect on customer satisfaction and repurchasedecision. Brand trust has a positive effects on customer satisfaction but has noeffect on repurchase decision. Consumer satisfaction has a positive effect onrepurchase decision. Consumer satisfaction mediates product quality and brandtrust on the repurchases decision of wedang uwuh halal.

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

Jurnal Bisnis dan Manajemen ◽

10.26905/jbm.v8i1.4963 ◽

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.

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Pembinaan Minat Dan Bakat Siswa Berkebutuhan Khusus di Sekolah Inklusi Sdn Susukan 01 Pagi Jakarta Timur

Jurnal ORTOPEDAGOGIA ◽

10.17977/um031v6i22020p94-99 ◽

2020 ◽

Vol 6 (2) ◽

pp. 94

Author(s):

Hera Bintani ◽

Lulu Alawiyah ◽

Septia Yuhandira ◽

Asep Supena

Keyword(s):

Elementary Schools ◽

Special Needs ◽

Research Method ◽

Research Data ◽

Qualitative Approach ◽

Students With Special Needs ◽

Descriptive Research ◽

Inhibiting Factors ◽

The Subject ◽

Main Instrument

Penilitian ini bertujuan untuk menjelaskan cara guru dalam melakukan pembinaan minat dan bakat siswa berkebutuhan khusus yang terdiri dari beberapa tahapan yaitu mengidentifikasi, mengasesmen, mengelompokkan, melatih, dan mengikuti perlombaan, juga bertujuan untuk menguraikan faktor penghambat yang dialami serta faktor pendukung yang dilakukan sekolah. Penelitian ini menggunakan jenis penelitian deskriptif dengan pendekatan kualitatif menggunakan metode penelitian naratif inkuiri. Penelitian ini dilakukan di SDN Susukan 01 Pagi sebagai salah satu SD inklusi yang ada di Jakarta Timur. Subjek dalam penelitian ini adalah Guru Pembimbing Khusus (GPK). Teknik pengumpulan data yaitu wawancara dengan GPK sebagai instrument utama dalam penelitian. Analisis data yang dilakukan adalah penyajian data dan penarikan kesimpulan dengan mengumpulkan berbagai informasi dari informan yang kemudian disajikan dalam bentuk rangkaian susunan cerita. Hasil penelitian menunjukkan bahwa program pembinaan minat dan bakat di SDN Susukan 01 Pagi dilakukan melalui tahapan identifikasi, asesmen, klasifikasi, pelatihan dan perlombaan. Dalam prakteknya dukungan sosial dan GPK memiliki peranan yang penting dalam membina minat dan bakat anak berkebutuhan khusus. Dalam pelaksanaan kegiatan memiliki kendala yang berasal dari siswa itu sendiri seperti mood siswa yang mudah berubah. : The purpose of this research is to explain the way teachers in fostering the interests and talents of students with special needs consisting of several stages, namely identifying, assessing, grouping, training, and participating in competitions, also aims to describe the inhibiting factors experienced and supporting factors that are carried out by schools. This research uses descriptive research with a qualitative approach using the inquiry narrative research method. This research was conducted at SDN Susukan 01 Pagi as one of the inclusive elementary schools in East Jakarta. The subject in this study was the Special Teacher/Guru Pendamping Khusus (GPK). Data collection techniques used were interviews with GPK as the main instrument in research. Data analysis was performed by presenting data and drawing conclusions by gathering various information from informants who were then presented in the form of a series of story arrangements. The results showed that the interest and talent training program at SDN Susukan 01 Pagi was carried out through the stages of identification, assessment, classification, training and competitions. In practice social support and GPK have an important role in fostering the interests and talents of children with special needs. In carrying out activities there are obstacles that come from the students themselves such as student’s moods that are easy to change.

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