scholarly journals The Effect of Service Quality on Consumer Satisfaction: A Case Study of the Hospitality Industry in Pekanbaru Indonesia

2021 ◽  
Vol 1 (1) ◽  
pp. 1-9
Author(s):  
Yulia Herwina
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Significant Influence ◽  
Random Sampling ◽  
Consumer Satisfaction ◽  
Research Method ◽  
Quantitative Research ◽  
Hospitality Industry ◽  
Sampling Technique

The purpose of this study was to determine the effect of service quality on customer satisfaction at Hotel Pekanbaru ''. The research method used is quantitative research. The sampling technique used incidental random sampling, with samples taken using the Slovin formula as many as 97 people. Finding Based on the partial test (test) it was found that there was a significant influence between service quality and Pekanbaru Hotel consumer satisfaction. It was also found that service quality contributed 95.3% to customer satisfaction while 4.7% was determined by other variables not included in this research.

scholarly journals Application of the Servqual Method and the Kano Model as Measurement of Service Quality towards Customer Satisfaction in Senyum Media Bondowoso

2021 ◽  
Vol 1 (4) ◽  
pp. 324-331
Author(s):  
Firrizqi Satria Wibawa ◽  
Nurul Qomariah ◽  
Yusron Rozzaid
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Quantitative Research ◽  
Sampling Technique ◽  
Kano Model ◽  
Average Value ◽  
Level Of Satisfaction ◽  
Research Show

This research aims to analyze the level of customer satisfaction to services and explain the factors that must be prioritized in order to meet consumer expectations in Senyum Media Bondowoso. The method used is quantitative research with the Servqual method and the Kano model. The population of this research is all the customers of the Senyum Media Bondowoso store and the samples used are 150 samples using the Purposive Sampling technique. The results of the research show that the quality of service in CV. Senyumindo Mediatama Bondowoso is not in accordance with what is desired by customers, because the calculation is carried out using the Service Quality method, the results obtained are the average value of service quality, the average value of service quality for all dimensions of service quality is -4,967. On the other hand, for the Kano category is in the Indifferent category, which means that the attributes that are in the category of less attention by consumers, therefore the existence of these attributes does not affect the decrease or increase in the level of satisfaction of consumers. This category has no effect on consumer satisfaction with functional or dysfunctional services and goods.

scholarly journals The Influence of Service Quality and Price on Customer Satisfaction: Case Study of PT. Lion Mentari Airlines

2021 ◽  
Vol 5 (1) ◽  
pp. 51-62
Author(s):  
Sudarmawan Samidi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Strategic Management ◽  
Research Method ◽  
Quantitative Research ◽  
Sampling Method ◽  
Aviation Industry ◽  
Satisfaction Level ◽  
Purposive Sampling

The purpose of this research is to examine the influence of service quality and price partially or simultaneously to customer satisfaction level on using services from PT. Lion Air flight operation at Soekarno Hatta Airport. Quantitative research method is used in this study through questionnaires to 160 respondents. Purposive sampling method was chosen to collect the data, then the data were then analysed using SPSS to achieve the study’s objective. The results showed that service quality and price have significant effect on customer satisfaction simultaneously and partially. This study give contribution for the practitioners in aviation industry to put service quality and price as one of their strategy to increase customer satisfaction, and this study also can be used by academicians and future researchers to enhance their knowledge in the field of marketing and strategic management.  

scholarly journals THE EFFECT OF PRODUCT QUALITY AND SERVICE QUALITY ON CONSUMER SATISFACTION AT ROYA CAFÉ MANTINGAN

2021 ◽  
Vol 9 (1) ◽  
pp. 69
Author(s):  
Hamidah Tussifah ◽  
Nadila Putri Navitsha
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Consumer Satisfaction ◽  
Quantitative Research ◽  
Sampling Technique ◽  
Analysis Techniques ◽  
Linear Regressions

<p><em>Quality assurance becomes the main priority for the company. The quality of the product is closely related to the ability of the product to carry out its functions, with the good quality of the product will make the consumers satisfied and trust. Customer satisfaction is something that needs to be considered by the company. Another factor that can affect customer satisfaction is the quality of service as an effort to fulfill the needs and desires of consumers and the provision of delivery in keeping up with consumer expectations.  This study aims to determine the influence of product quality and service quality partially and simultaneously on customer satisfaction at Roya Café. The research method uses a type of quantitative research. Data collection techniques are carried out by observation. The research instrument uses questionnaires distributed to Roya Café consumers. The sample was taken by 226 respondents, using Non-Probability Sampling technique with Incidental Sampling approach. The analysis techniques in this study used multiple linear regressions. The results showed that partially the quality of the product had a positive and significant effect on customer satisfaction and the quality of service partially influenced positively and significantly to customer satisfaction at Roya Café. </em><em></em></p><p><strong><em><br /></em></strong><strong><em></em></strong></p>

scholarly journals Pengaruh Kualitas Pelayanan dan Kepuasan Pelanggan Terhadap Pembelian Ulang

2018 ◽  
Vol 2 (1) ◽  
pp. 43
Author(s):  
Dewi Maharani Purbasari ◽  
Dewi Laily Permatasari
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Research Method ◽  
Quantitative Research ◽  
Measurement Instrument ◽  
Sampling Technique ◽  
Total Sample ◽  
Analysis Technique ◽  
Repeat Purchase ◽  
Scale Data

Abstract. The purpose of this study is to determine the effect of service quality and customer satisfaction on repeat purchase. The research method used in this research is quantitative research method. Population in this research is consumer of Yogya Grand Cirebon, with total sample counted 100 respondents. The sampling technique used uses purposive sampling. Data collection techniques used in this study is a questionnaire, with the scale measurement instrument using Likert scale. Data analysis technique used is multiple regression. The results showed that there is a significant influence between service quality and customer satisfaction on repeat purchase, partially and simultaneously. Keywords: Service quality ; Customer satisfaction; Repeat purchase Abstrak. Tujuan penelitian ini adalah untuk mengetahui pengaruh kualitas pelayanan dan kepuasan pelanggan terhadap pembelian ulang. Metode penelitian yang digunakan dalam penelitian ini adalah metode penelitian kuantitatif. Populasi dalam penelitian ini adalah konsumen Yogya Grand Cirebon, dengan jumlah sampel sebanyak 100 orang responden. Teknik penarikan sampel yang digunakan mennggunakan sampling purposive. Teknik pengumpulan data yang digunakan dalam penelitian ini adalah kuesioner, dengan skala pengukuran instrumen menggunakan skala likert. Teknik analisis data yang digunakan adalah regresi ganda. Hasil penelitian menunjukan bahwa terdapat pengaruh yang signifikan antara kualitas pelayanan dan kepuasan konsumen terhadap pembelian ulang, secara parsial dan simultan.  Katakunci:  Kualitas Pelayanan ; Kepuasan pelanggan; Pembelian Ulang

scholarly journals Influence of Promotional Strategies, Brand Image, Quality of Service and Price Against Community Trust

2020 ◽  
Vol 3 (2) ◽  
pp. 268-275
Author(s):  
Jamzuri Jamzuri
Keyword(s):  
Service Quality ◽  
Significant Influence ◽  
Research Method ◽  
Quantitative Research ◽  
Brand Image ◽  
Sampling Technique ◽  
Promotion Strategy ◽  
Average Value ◽  
Community Trust ◽  
Strategy Variables

Community trust in a health institution is fundamental. Trust is a number of specific beliefs about integrity (trustworthy party honesty and ability to keep promises), behevolence (trustworthy attention and motivation to act in accordance with interests that trust them), competency (the ability of trusted parties to carry out trusting needs) and predictability (consistency in the behavior of trusted parties). The purpose of this study is to influence the promotion strategies, brand image, service quality, and price on public trust (Studies in Soepraoen Hospital Malang). The research design used is quantitative research. The research method used is quantitative research method causal research. The sampling technique used proportional sampling with a sample of 100 respondents. Data analysis techniques using multiple linear regression tests. The results showed that the descriptive results of promotion strategy variables showed an overall average value of 4.15 with a percentage of 26% and a good category, descriptive Brand Image variables had an overall average value of 4.05 with a percentage of 41% with good categories, in the descriptive variable Price Performance had a value the overall average of 4.10 in the good category with a percentage of 30%, in the Service Quality variable has a mean overall score of 4.07 in the good category of 36%, and the variable patient trust during treatment has an overall average value of 3.99 in the good category with percentage 68%. Of the 100 respondents studied in the promotion strategy have a significant influence on trust, in brand image has a significant influence on trust, at prices having a significant influence on trust, on service quality has a significant influence on trust, and simultaneously for each each promotion strategy variable, brand image, price, and service quality have a significant influence on trust. The trust variable is more influenced by the service quality variable than the promotion strategy, brand image, and price variable.

KEPUASAN KONSUMEN DITINJAU DARI KUALITAS PELAYANAN, STORE ATMOSPHERE DAN PROMOSI DI RUMAH MAKAN PONDOK JOWI SOLO

2020 ◽  
Vol 4 (02) ◽  
Author(s):  
Shofia Zulfa Amalina ◽  
Sri Hartono ◽  
Ratna Damayanti
Keyword(s):  
Quality Of Service ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Sampling Technique ◽  
Likert Scale ◽  
The Relationship

The purpose of this study was to analyze the effect of whether or not the quality of service, store atmosphere and promotion of consumer satisfaction at Pondok Jowi Restaurant Solo. The population in this study were consumers of Pondok Jowi Solo Restaurant in January 2020 at May 2020 with a total of 14,030 people. The sampling techniquemismpurposive samplingm which is a sampling technique with certain considerations by taking 100 respondents. Data collection uses a Likert scale questionnaire to measure respondents' answers to identify the relationship between service quality, store atmosphere and promotion of customer satisfaction. The results show that service quality, store atmosphere and promotion have a simultaneous and significant effect on customer satisfaction, servicei quality has assignificant effect on customer satisfaction, store atmosphere has a significant effect on customer satisfaction, and promotion has significant effect on customer satisfaction. Keywords: Service quality, Store atmosphere, Promotion, Consumer satisfaction

Pengaruh Kualitas Pelayanan, Harga, dan Promosi Terhadap Kepuasan Pelanggan pada PT. Benua Trans Maju Bersama Cabang Medan

2021 ◽  
pp. 88-93
Author(s):  
Nurmaidah Ginting ◽  
Mila sari Br Ginting ◽  
, Ine Selvia Br Tarigan
Keyword(s):  
Regression Analysis ◽  
Data Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Significant Influence ◽  
Quantitative Research ◽  
Analysis Model ◽  
Validity And Reliability ◽  
Normality Test ◽  
Sample Test

in this study is to find out how the influence of service quality, price and promotion on customer satisfaction with the aim of testing and analyzing the effect of service quality, price and promotion on customer satisfaction at PT. Benua Trans Maju Bersama Cabang Medan. The research was started in October 2020 – May 2021. In this study, the researcher used quantitative research techniques with the type of research being descriptive quantitative and the nature of the research was descriptive explanatory research. The population in this study were all customers has 223 customers. where validity and reliability were first tested in order to determine whether a questionnaire was valid or not, and researchers did it to 30 customers and the rest were 143 customers as a sample test. Then it is processed using the classical assumption test which includes: normality test, multicollinearity test, and heteroscedasticity test. The data analysis model in this study uses multiple regression analysis. The conclusion from the results of this study is that there is a service quality partially positive and significant effect on customer satisfaction. The price partially positive and significant effect on customer satisfaction. Promotion positive and significant effect on customer satisfaction Simultaneously the variables of service quality (X1), price (X2) and promotion (X3), there is a positive and significant influence on customer satisfaction (Y).

scholarly journals ANALISIS KUALITAS PELAYANAN DENGAN MENGGUNAKAN METODE FUZZY-SERVQUAL PADA KANTOR POS PUSAT KOTA PADANG

Jurnal Ecogen ◽  
2019 ◽  
Vol 2 (1) ◽  
pp. 18
Author(s):  
Widia Afriyuni ◽  
Rahmiati Rahmiati ◽  
Muthia Roza Linda
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Sampling Technique ◽  
Total Sample ◽  
Primary Data ◽  
Post Office ◽  
City Center ◽  
A Value ◽  
Analysis Technique

This study aims to analyze: (1) The level of customer satisfaction with the quality provided by the Padang City Center Post Office (2) Service attributes that need to be improved in service quality at the Padang City Center Post Office so as to improve customer satisfaction (3) Quality dimensions services that have the greatest influence on customer satisfaction at the Padang City Center Post Office. The population of this research is the Post Office customers with unknown number of respondents. The sampling technique of this study was accidental sampling technique with a total sample of 100 people. The data used is primary data. The data analysis technique uses the fuzzy-servqual method using Microsoft Excel software. The results showed that: (1) The level of consumer satisfaction is low because the overall servqual (gap) value is negative, namely -0.75 (2) There are 17 attributes that need to be improved from the 22 attributes that are tested to improve the quality of service at the Post Office Padang City Center (3) Dimensions of service quality with the biggest gap is the dimension of responsiveness with a value of -1.32.Keywords: Service Quality, fuzzy-servqual, customer satisfaction

scholarly journals ANALISIS PENGARUH KUALITAS PELAYANAN, PROMOSI DAN HARGA TERHADAP KEPUASAN PELANGGAN PADA JASA PENGIRIMAN BARANG JNE DI BESUKI

2022 ◽  
Vol 18 (1) ◽  
pp. 182-191
Author(s):  
Kurnia Firmanda Jayanti ◽  
Feti Fatimah ◽  
Ahmad Izudin
Keyword(s):  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Random Sampling ◽  
Sampling Technique ◽  
Analytical Tool ◽  
Quality Promotion

This research was conducted to see the effect of service quality, promotion and price on customer satisfaction. This research was conducted at the Besuki branch of JNE. Sampling was done by random sampling technique where all the population was taken at random to be the research sample. This is done to increase customer satisfaction at JNE Besuki branch through service quality, promotion and price. The analytical tool used is multiple linear regression to determine service quality, promotion and price on customer satisfaction. The results show that service quality affects customer satisfaction, promotion affects customer satisfaction, price affects customer satisfaction. Keyword : service quality, promotion, price, customer satisfaction

scholarly journals INVESTIGATING IMPACT OF SERVICE AND HYGIENE ON HOTEL REPUTATION DURING THE COVID -19 PANDEMIC : A PERSPECTIVE SIGNALING THEORY

2021 ◽  
Vol 7 (2) ◽  
Author(s):  
Juliana Juliana ◽  
Amelda Pramezwary ◽  
Madeline Madeline ◽  
Nadya Valerie ◽  
Sylena Teresia Andrian ◽  
...  
Keyword(s):  
Data Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Significant Role ◽  
Research Method ◽  
Sampling Technique ◽  
Good Service ◽  
Final Sample ◽  
Hotel Service ◽  
A Company

<p>Providing good service to consumers by a company can create customer satisfaction. Two aspects of service quality that play a significant role, in this case, our hotel services and hotel cleanliness. To get around this, entrepreneurs engaged in this field are increasingly competitive in improving service quality, which can meet consumers' needs and desires so that they can compete and develop in competitive conditions. In this study, researchers used the variable dimensions of service quality and hotel cleanliness as The variables that are expected to explain a hotel's good and bad reputation. This study aimed to analyze the effect of hotel services and hotel cleanliness on hotel reputation. This research method is descriptive quantitative with the type of research explanation. This study's population was hotel visitors in Tangerang, with a final sample of 157 respondents selected by the non-probability sampling technique. Methods of data analysis using PLS-SEM. The research shows that the higher the hotel services application will not affect the hotel's reputation during the Covid 19 pandemic. In comparison, the higher the application of hygiene involves the hotel's importance because, during the Covid 19 pandemic, the application of CHSE is the most important in maintaining the reputation of the hotel.</p>Keywords: Hotel Service, Hygiene, Hotel Reputation

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