scholarly journals Internal Marketing Analysis and Service Quality on Student Satisfaction as Consumers

2021 ◽  
Vol 1 (1) ◽  
pp. 1-6
Author(s):  
Zefri Efdison
Keyword(s):  
Data Analysis ◽  
Service Quality ◽  
Student Satisfaction ◽  
Sampling Method ◽  
Sampling Technique ◽  
Internal Marketing ◽  
F Test ◽  
Probability Sampling ◽  
Marketing Analysis

This study aims to analyze the effect of internal marketing and service quality on student satisfaction at the Sekolah Tinggi ilmu Ekonomi Sakti Alam Kerinci (STIE-SAK). The sample is 135 students. The sampling technique in this study was carried out by using non-probability sampling method. Data analysis using SPSS Version 25. Results the F test shows that the internal marketing and service quality variables simultaneously have a significant effect on student satisfaction. the effect of internal marketing and service quality on satisfaction is 48.8%.

KUALITAS LAYANAN SEBAGAI FAKTOR PENENTU KEPUASAN : PENGALAMAN WISATAWAN NUSANTARA DI DESA WISATA KABUPATEN SLEMAN

2020 ◽  
Vol 14 (2) ◽  
pp. 125
Author(s):  
Purwani Retno Andalas ◽  
Lucia Nurbani Kartika
Keyword(s):  
Data Analysis ◽  
Service Quality ◽  
Sampling Method ◽  
Sampling Technique ◽  
Probability Sampling ◽  
Tourist Satisfaction ◽  
A Value ◽  
Repeat Visit ◽  
Independent Variable ◽  
Repeat Visits

ABSTRACT Penelitian ini bertujuan untuk menganalisis pengaruh berbagai dimensi kualitas layanan terhadap kepuasan wisatawan domestik, serta menganalisis tingkat probabilitas pengaruh dimensi kualitas layanan tersebut  terhadap kepuasan dan ketidakpuasan wisatawan setelah berkunjung ke desa wisata kabupaten Sleman. Data dalam penelitian ini dikumpulkan dengan menyebarkan kuesioner kepada responden yang dipilih menggunakan metoda non-probability sampling, dengan teknik accidental sampling. Dimensi kualitas layanan sebagai variabel independen meliputi wujud fisik, keandalan, ketanggapan, jaminan dan empati, sedangkan kepuasan wisatawan sebagai variabel dependen meliputi kepuasan atas kualitas layanan, kepuasan atas kualitas menyeluruh dan minat kunjungan ulang.  Sedangkan  pengukuran variable kualitas layanan menggunakan skala Likert dengan nilai antara 1 sampai dengan 5 sedangkan variable kepuasan bersifat kategorial menggunakan skala nominal. Adapun metode analisis data menggunakan regresi logistik. Hasil analisis data menunjukkan bahwa dimensi jaminan dan empati berpengaruh signifikan terhadap kepuasan atas kualitas layanan dan kualitas menyeluruh, sedangkan dimensi wujud fisik, keandalan dan ketanggapan tidak berpengaruh. Kepuasan dalam bentuk minat melakukan kunjungan ulang, tidak dipengaruhi secara signifikan oleh seluruh dimensi kualitas layanan. Keywords: wujud fisik,, keandalan, ketanggapan, jaminan, empati dan kepuasan.  ABSTRACT This study aims to analyze the effect of various dimensions of service quality on domestic tourist satisfaction, and analyze the probability level of the dimensions influence of service quality on tourist satisfaction and dissatisfaction after visiting the Sleman regency tourism village. Data in this study were collected by distributing questionnaires to selected respondents using a non-probability sampling method, with accidental sampling technique. The dimensions of service quality as an independent variable include tangibles, reliability, responsiveness, assurance and empathy, while tourist satisfaction as the dependent variable includes satisfaction with service quality, satisfaction with overall quality and interest in repeat visits. While the measurement of service quality variables using a Likert scale with a value between 1 to 5 while the satisfaction variable is categorical using a nominal scale. The data analysis method uses logistic regression. The results of data analysis showed that the dimensions of assurance and empathy have a significant effect on satisfaction with service quality and overall quality, while the dimensions of physical appearance, reliability and responsiveness have no effect. Satisfaction in the form of an interest in a repeat visit is not significantly influenced by all dimensions of service quality. Keywords - tangibles, reliability, responsiveness, assurance, empathy and satisfaction.

scholarly journals PERSEPSI NILAI DAN KUALITAS LAYANAN TERHADAP PERILAKU KEWARGANEGARAAN PELANGGAN APLIKASI GO-JEK

2019 ◽  
Keyword(s):  
Data Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Sampling Method ◽  
Perceived Value ◽  
Sampling Technique ◽  
Mediating Effect ◽  
Citizenship Behavior ◽  
Perceived Service Quality ◽  
Customer Citizenship Behavior

This study aims to determine the effect of perceived value and perceived service quality by Go-Jek application users in Surabaya. The population in this study were all Go-Jek users throughout Indonesia. Samples were taken using a non-probability sampling method that specifically uses a purposive sampling technique. Based on the sampling technique, 200 samples were used in this study using Go-Jek in Surabaya. Data collection was carried out using a questionnaire that was distributed directly to respondents. The statistical method used as data analysis is PLS followed by WarpPLS 6.0. The results showed that customer satisfaction partially influenced mediation in service quality with customer citizenship behavior. In addition, customer satisfaction has a partial mediating effect on the perceived value by customer citizenship behavior

scholarly journals PENGARUH SARANA DAN PELAYANAN TERHADAP KEPUASAN MAHASISWA PROGRAM STUDI PENDIDIKAN EKONOMI FAKULTAS PENDIDIKAN ILMU PENGETAHUAN SOSIAL IKIP PGRI BOJONEGORO

2018 ◽  
Vol 5 (1) ◽  
pp. 71
Author(s):  
Sarjono Sarjono ◽  
Eka Farida
Keyword(s):  
Student Satisfaction ◽  
Hypothesis Test ◽  
Sampling Technique ◽  
Economic Education ◽  
Coefficient Of Determination ◽  
F Test ◽  
Study Program ◽  
Probability Sampling ◽  
Students Satisfaction

Abstract: This study aims to determine the effect of facilities and services on student satisfaction Study Program Economic Education Faculty of Education Social Sciences IKIP PGRI Bojonegoro. Procurement of facilities and services starting from the needs of students, so that the success or failure of facilities and services provided can be seen from the perception of students on the quality of facilities and services which is a total assessment of the benefits of facilities and services provided to students. In this case, student satisfaction will be achieved if the quality of facilities and services provided in accordance with the required. The population in this study are the students of Economics Education program level I to IV as much as 402 respondents. Sample taken 10% with probability sampling technique equal to 40 respondents. Technique of gathering datamenggunakan instrument in the form of kuesioner. Data analysis techniques used multiple regression analysis, hypothesis test (F test and t test), and test of coefficient of determination. The result of the research shows that the variables of the facilities have a significant effect on the students 'satisfaction, while the service variable has no significant effect on the students' satisfaction. F test results show that the means and services have a significant effect on the satisfaction of the students of Economic Education Study Program of 58.3% based on the R2 value of 0.583 with the significance of 0.000.Keywords : Facilities, Service, and Students Satisfaction Abstrak: Penelitian ini bertujuan untuk mengetahui pengaruh sarana dan pelayanan terhadap kepuasan mahasiswa Program Studi Pendidikan Ekonomi Fakultas Pendidikan Ilmu Pengetahuan Sosial IKIP PGRI Bojonegoro. Pengadaan sarana dan pelayanan dimulai dari kebutuhan mahasiswa, sehingga berhasil atau tidaknya sarana dan layanan yang disediakan dapat dilihat dari persepsi mahasiswa terhadap kualitas sarana dan pelayanan yang merupakan penilaian total atas keunggulan sarana dan pelayanan yang diberikan kepada mahasiswa. Dalam hal ini, kepuasan mahasiswa akan tercapai apabila kualitas sarana dan pelayanan yang disediakan sesuai dengan yang dibutuhkan. Populasi dalam penelitian ini adalah mahasiswa program studi Pendidikan Ekonomi tingkat I s/d IV sebanyak 402 responden. Sampel diambil 10% dengan teknik probability sampling sebesar 40 responden. Teknik pengumpulan datamenggunakan instrumen berupa kuesioner. Teknik analisis data menggunakan analisis regresi berganda, uji hipotesis (uji F dan uji t), dan uji koefisien determinasi. Hasil penelitian secara parsial menunjukkan variabel sarana berpengaruh signifikan terhadap kepuasan mahasiswa, sedangkan variabel pelayanan tidak berpengaruh signifikan terhadap kepuasan mahasiswa. Hasil Uji F menunjukkan bahwa sarana dan pelayanan berpengaruh signifikan terhadap kepuasan mahasiswa program studi Pendidikan Ekonomi sebesar 58,3% yang didasarkan pada nilai R2 sebesar 0,583 dengan signifikansi 0,000.Kata Kunci : Sarana, Pelayanan, dan Kepuasan Mahasiswa

scholarly journals PENGARUH BRAND IMAGE, PERSEPI HARGA, DAN SERVICE QUALITY TERHADAP KEPUTUSAN PEMBELIAN KONSUMEN

2019 ◽  
Vol 3 (1) ◽  
pp. 20
Author(s):  
Yessica Oscar ◽  
Keni Keni
Keyword(s):  
Service Quality ◽  
Sampling Method ◽  
Brand Image ◽  
Sampling Technique ◽  
Total Sample ◽  
Purchasing Decisions ◽  
Probability Sampling ◽  
Price Perception ◽  
Analysis Techniques ◽  
Convenience Sampling

Penelitian ini bertujuan untuk mendapatkan bukti empiris mengenai pengaruh brand image, persepsi harga, dan service quality terhadap keputusan pembelian konsumen. Populasi dalam penelitian ini adalah para konsumen donat. Penelitian ini dibatasi pada konsumen donat di Jakarta. Metode pengambilan sampel menggunakan teknik non-probability sampling berupa convenience sampling dengan jumlah sampel sebanyak 152 konsumen. Metode pengumpulan data dilakukan dengan menyebarkan kuesioner secara ­online dan offline. Teknik analisis data dengan menggunakan metode analisis regresi berganda. Hasil penelitian ini menunjukkan bahwa brand image, persepsi harga, dan service quality memiliki pengaruh terhadap keputusan pembelian konsumen. Brand image, persepsi harga, dan service quality yang baik dapat memberikan pengaruh yang baik pula terhadap keputusan pembelian konsumen demi keberlanjutan bisnis perusahaan. This study aims to obtain empirical evidence about the influence of brand image, price perception, and service quality on consumer purchasing decisions. The population in this study is donut consumers. This research is limited to donut consumers in Jakarta. The sampling method uses a non-probability sampling technique in the form of convenience sampling with a total sample of 152 consumers. Data collection method is done by distributing questionnaires online and offline. Data analysis techniques using multiple regression analysis methods. The results of this study indicate that brand image, price perception, and service quality have an influence on consumer purchasing decisions. Good brand image, price perception, and service quality can have a good influence on consumer purchasing decisions for the company's business sustainability.

scholarly journals DETERMINASI KEPUASAN MAHASISWA KELAS INTERNASIONAL IIB DARMAJAYA LAMPUNG

2021 ◽  
pp. 135-140
Author(s):  
Betty Magdalena ◽  
Viola De Yusa
Keyword(s):  
Performance Analysis ◽  
Student Satisfaction ◽  
Sampling Method ◽  
Descriptive Analysis ◽  
Sampling Technique ◽  
Analytical Tool ◽  
Probability Sampling ◽  
Purposive Sampling ◽  
Satisfaction Index ◽  
Final Grades

In attracting international class students, IIB Darmajaya tries its best to give all the best to meet student satisfaction. English is an obligation for international class students in every given course, and they must graduate from that course. This study aims to determine the factors that determine the satisfaction of international class students of IIB Darmajaya and to determine what factors are the most dominant in the satisfaction of international class students. The population in this study were active students of IIB Darmajaya. The sampling method used in this study is non-probability sampling using a purposive sampling technique to obtain a sample of 100 respondents. The analytical tool used in this study is descriptive analysis. The results of the Importance Performance Analysis show the essential attributes, namely regarding students having problems, lecturers/employees can solve problems, the department always finds out what students need. Students feel safe with the final grades of lectures. In general, the student satisfaction index in the international class for the attributes tested is in the reasonably satisfying criteria.

KUALITAS PELAYANAN, PROMOSI PENJUALAN DAN PERSEPSI HARGA TERHADAP KEPUASAN PELANGGAN PADA PENGGUNA TRANSPORTASI ONLINE GRAB BIKE DI KOTA SURAKARTA

2020 ◽  
Vol 4 (02) ◽  
Author(s):  
Dewi Darma Wati ◽  
Bambang Mursito ◽  
Sri Hartono
Keyword(s):  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Sampling Method ◽  
Sampling Technique ◽  
Sales Promotion ◽  
Probability Sampling ◽  
Price Perception

This study aims to examine the effect of service quality, sales promotion and price perception on customer satisfaction. The population used in this study is not limited to the grab application users in Surakata City. The sample used in this study was 100 people determined using the Sugiyono formula. The sampling technique used is the non probability sampling method with the sampling method used is accidental sampling and analyzed using multiple linear regression with SPSS version 21. The results of this study can be seen that the calculated F value of 32.274 (p> 3.09) and a significance value of 0.000 (p 1.98) and the significance value was 0.001 (p 1.98) and the significance value was 0.047 (p 1.98) and the significance value was 0.015 (p

scholarly journals PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN NASABAH PADA PT. MANDALA MULTI FINANCE CABANG PALU

2020 ◽  
Vol 3 (2) ◽  
pp. 151-158
Author(s):  
Dewi Dewi ◽  
Chalil Chalil ◽  
Syamsul Bachri Daeng Parani
Keyword(s):  
Data Analysis ◽  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Sampling Method ◽  
Sampling Technique ◽  
Purposive Sampling ◽  
Physical Evidence

 The purpose of this study is to determine the effect of service quality on customer satisfaction at  PT. Mandala Multi Finance Palu Branch. The sample used is 90 respondents, with sampling  technique used is purposive sampling. Method of data analysis used in this research is Multiple Linear Regression. The results showed that service quality variables consisting of physical evidence, empathy, reliability, responsiveness, and collateral simultaneously have a significant effect on customer satisfaction at PT. Mandala Multi Finance Palu Branch. While the partial physical evidence, empathy, kahandalan, responsiveness, and guarantee also significantly affect customer satisfaction at PT. Mandala Multi Finance Palu Branch. Tujuan dari penelitian ini yaitu untuk mengetahui pengaruh kualitas layanan terhadap kepuasan nasabah pada PT. Mandala Multi Finance Cabang Palu. Sampel yang digunakan penelitian ini yaitu sebanyak 90 responden, dengan teknik penarikan sampel yang digunakan adalah purposive sampling.Metode analisis data yang digunakan dalam penelitian ini adalah Regresi Linear Berganda. Hasil penelitian menunjukkan bahwa variabel kualitas layanan yang terdiri bukti fisik, empati, kahandalan, daya tanggap,dan jaminan secara serempak berpengaruh signifikan terhadap kepuasan nasabah pada PT. Mandala Multi Finance Cabang Palu. Sedangkan secara parsial bukti fisik, empati, kahandalan, daya tanggap,dan jaminan juga berpengaruh signifikan terhadap kepuasan nasabah pada PT. Mandala Multi Finance Cabang Palu.

scholarly journals PENGARUH CITRA MEREK DAN GAYA HIDUP HEDONIS TERHADAP KEPUTUSAN PEMBELIAN JILBAB “ZOYA”

2015 ◽  
Vol 15 (2) ◽  
pp. 302
Author(s):  
Devi Indrawati
Keyword(s):  
Data Analysis ◽  
Random Sampling ◽  
Sampling Method ◽  
Brand Image ◽  
Sample Selection ◽  
Sampling Technique ◽  
Population Data ◽  
Simple Random Sampling ◽  
Probability Sampling ◽  
Analysis Technique

ABSTRACT This research aimed to analyze and discuss the effect of brand image and hedonistic life style toward the buying decision of “Zoya” veil study on hijabers community in Surabaya. Population targeted in this research was hijabers community in Surabaya who bought at least “zoya” veil more than a time in a week that minimum 19 years old. Samples were 212 respondents by sampling technique, while the sampling method used Probability Sampling. The sampling conducted by Simple Random Sampling, this is technique of sample selection from the population conducted randomly with no regard to strata in that population. Data collection techniques were using questionnaire, literary studies, interviews and data analysis technique using Multiple Linear Regression.The result shows that brands image and hedonistic lifestyle affected on the buying decision.   ABSTRAKSIPenelitian ini bertujuan utuk menganalisis dan membahas pengaruh citra merek dan gaya hidup hedonis terhadap keputusan pembelian jilbab “Zoya” studi pada komunitas hijabers di Surabaya. Target populasi dalam penelitian ini komunitas hijabers di Surabaya minimal membeli jilbab “Zoya” lebih dari satu kali dalam seminggu yang berusia minimal 19 tahun. Sampel berjumlah 212 responden dengan teknik pemgambilan sampel Sedangkan metode penentuan sampel yang digunakan probability sampling Adapaun penarikan sampel dilakukan dengan simple random sampling, yaitu teknik pengambilan anggota sampel dari populasi dilakukan secara acak tanpa memperhatikan strata yang ada dalam populasi itu. Tekhnik pengumpulan data angket, studi kepustakaan, wawancara dan teknik analisis data menggunakan regresi linier berganda. Hasil penelitian menunjukkan bahwa bahwa Citra merek dan gaya hidup hedonis berpengaruh terhadap keputusan pembelian.

scholarly journals PENGARUH KUALITAS PELAYANAN DAN KEPUASAN PELANGGAN TERHADAP LOYALITAS PELANGGAN PDAM KOTA PADANG

2019 ◽  
Author(s):  
Mailani Ulfa ◽  
Riri Mayliza
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Sampling Method ◽  
Sampling Technique ◽  
T Test ◽  
F Test ◽  
Analysis Techniques ◽  
Positive Effect ◽  
Better Than

The purpose of this study is to analyze the effect of service quality and customer satisfaction partially and simultaneously on the customer loyalty of the Padang city PDAM. The research method used is descriptive quantitative. The sampling technique used is non-probability sampling method with accidental sampling so that from the population a sample of 100 respondents was taken, the data collection method used was observation, questionnaire and literature rieview. Data analysis techniques used are classical assumptions, multiple linear regression, t test, F test and detemination coefficient. Based on multiple regression analysis, service quality and customer satisfaction variables on customer loyalty get Y = 1,493 + 0,408X1 + 0,059 X2 + 0,481X3- 0,038 X4 + 0,192 X5 + 0,114 X6 + e. From the t test, it was found that tangible had a positive and significant effect on customer loyalty of PDAM Kota Padang. Variable reliability does not affect the customer loyalty of PDAM Kota Padang. The variable responsiveness has a positive and significant effect on the customer loyalty of PDAM Kota Padang. The assurance variable does not affect the customer loyalty of Padang City PDAM. Variable empathy has a positive and significant effect on customer loyalty of PDAM Kota Padang. Satisfaction variables have a positive and significant effect on customer loyalty of PDAM Kota Padang. From the results of the F test, it is proven that the variables of service quality and customer satisfaction simultaneously have a significant and positive effect on customer loyalty PDAM Padang city, while the results of the determination coefficient obtained the ability of independent variables explain the dependent variable of 28.7% the remaining 71.3% is explained by other variables which is not used in this study, it is expected that Padang City PDAM can provide the best quality service to customers so that the customer is satisfied with the services proviuded so as to increase customer loyalty and for further researchers the authors suggest, in order to increase the number of respondents to be used, as well as carried out with a longer time span, so that the research done is better than tthe results of this study.

scholarly journals Pengaruh Relational Capital Terhadap Kesuksesan Usaha Online Shop di Indonesia

2020 ◽  
Vol 2 (1) ◽  
pp. 102
Author(s):  
Welyam Wendy Wongso ◽  
Andi Wijaya
Keyword(s):  
Regression Analysis ◽  
Data Analysis ◽  
Multiple Regression Analysis ◽  
Quantitative Method ◽  
Sampling Method ◽  
Sampling Technique ◽  
Relational Capital ◽  
Analysis Method ◽  
Probability Sampling

The purpose of the study is to analyze the influence of relationships with customers and suppliers, reputation, and location to the success of the business of Online Shop in DKI Jakarta. The method used in this study is a quantitative method with a type of causal research. The population in this study are all entrepreneurs who run an online shop business in DKI Jakarta. Determination of the number of samples is done using probability sampling method with probability sampling technique. The sample in this study was 65 respondents. The data analysis method used in this study is multiple regression analysis using the help of SPSS 24 program. The results show that partially variable relationships with customers and suppliers, reputation, and location have an influence on the success of online shop businesses in DKI Jakarta. Tujuan penelitian adalah untuk menganalisis pengaruh relationships with customers and suppliers, reputation, dan location terhadap kesuksesan usaha Online Shop di DKI Jakarta. Metode yang digunakan dalam penelitian ini adalah metode kuantitatif dengan jenis penelitian sebab akibat. Populasi dalam penelitian ini adalah seluruh wirausaha yang menjalankan usaha online shop di DKI Jakarta. Penentuan jumlah sampel dilakukan menggunakan metode probability sampling dengan teknik probability sampling. Adapun yang menjadi sampel dalam penelitian ini sebanyak 65 responden. Metode analisis data yang digunakan dalam penelitian ini adalah analisis regresi berganda dengan menggunakan bantuan program SPSS 24. Hasil penelitian menunjukkan bahwa secara parsial variabel relationships with customers and suppliers, reputation, dan location memiliki pengaruh terhadap kesuksesan usaha online shop di DKI Jakarta.

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