C. Tingkat Kepuasan Konsumen Pada UD Mulya Jaya Menggunakan Metode Kuisioner

2019 ◽  
Vol 4 (1) ◽  
pp. 22
Author(s):  
Adhitia Prasetia ◽  
Tri Rahmad Wijadmico ◽  
Sutikno . ◽  
Ika Fauzia ◽  
Asmaul Chusna ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Market Share ◽  
Product Innovation ◽  
Consumer Satisfaction ◽  
Satisfaction Questionnaire ◽  
Consumer Interest ◽  
The Public ◽  
Duck Egg ◽  
Questionnaire Method

Abstrak Berdiri sejak 1996, UD Mulya Jaya berlokasi di Desa Kebonsari Kecamatan Candi Kabupaten Sidoarjo merupakan UMKM yang bergerak pada bidang usaha dagang telur asin dengan bahan pokok telur bebek berkualitas dari hasil peternakan sendiri. Pada tahun 2010 munculah inovasi dengan beberapa varian pembuatan telur asin yang tidak seperti umumnya dengan varian baru dan unik seperti telur asin original, telur asin goreng, telur asin oven, dan telur asin asap. Inovasi tersebut yang di andalkan oleh UD Mulya Jaya, karena dengan adanya inovasi tersebut menjadikan UD Mulya Jaya bisa bertahan  sampai sekarang dan semakin diterima oleh masyarakat. Jurnal ini akan membahas tentang tingkat kepuasan konsumen pada produk UD Mulya Jaya dengan menggunakan metode kuisioner agar produsen dapat menyusun strategi inovasi produk, pemasaran dan kelayakan bisnis pada komiditi pasarmikro menengahdan  dapat bersaing dengan UMKM lainnya. Inovasi varian pembuatan telur menjadi tolak ukur produsen agar minat konsumen semakin meningkat, oleh sebab itu perhatian kami adalah produk varian yang mempunyai tingkat kepuasan tertinggi terhadap konsumen. Kata Kunci : Kepuasan, Kuisioner, Abstract Since 1996, UD Mulya Jaya is located in Kebonsari Village, Candi District, Sidoarjo Regency. It is a UMKM that is engaged in the business of salting egg business with quality duck egg staples from its own farms. In 2010, innovations emerged with several variants of making salted eggs that are not as common with new and unique variants such as original salted eggs, fried salted eggs, oven salted eggs, and smoked salted eggs. That innovation was relied on by UD Mulya Jaya, because with these innovations, UD Mulya Jaya has survived until now and is increasingly accepted by the public. This journal will discuss the level of consumer satisfaction with UD Mulya Jaya products using a questionnaire method so that producers can develop product innovation, marketing and business feasibility strategies in the micro and medium market share and can compete with other UMKM. Innovation in making egg variants is a benchmark for producers to increase consumer interest, therefore our concern is which variants product have the highest level of customer satisfaction. Keywords: Satisfaction, Questionnaire

scholarly journals Effect of Emotional Experience, Electronic Word of Mouth, Reputation, Customer Satisfaction on Loyalty

2020 ◽  
Vol 1 (4) ◽  
pp. 215-227
Author(s):  
Brendi Wijaya ◽  
Henilia Yulita
Keyword(s):  
Customer Satisfaction ◽  
Consumer Satisfaction ◽  
Quantitative Methods ◽  
Sampling Method ◽  
Word Of Mouth ◽  
Emotional Experience ◽  
Air Transportation ◽  
Electronic Word Of Mouth ◽  
Transportation Services ◽  
The Public

Lion Air was chosen by the public as an airline because of its lower fares compared to other airlines. However, Lion Air also often creates problems in terms of service, namely passenger displacement due to delay. With a negative emotional experience will have an effect on reputation decline, due to electronic word of mouth by consumers who are dissatisfied with the service. This type of research uses quantitative methods. The population of this research is all consumers who have used Lion Air transportation services with a sample of 100 respondents. The data collection method uses purposive sampling method. Technical analysis using SMART PLS 3.0 consists of three types, namely instrument testing, prerequisite tests, and hypothesis testing. The results showed that consumer satisfaction is influenced by emotional experience, E-Wom is influenced by emotional experience, reputation is not influenced by emotional experience, loyalty is not influenced by customer satisfaction, E-Wom is influenced by customer satisfaction, reputation is influenced by consumer satisfaction, Loyalty is influenced by Reputation, Reputation is influenced by E-Wom, and Loyalty is also influenced by E-Wom.

scholarly journals ANALISIS TINGKAT KEPUASAN KONSUMEN TERHADAP KUALITAS PRODUK DAN KUALITAS PELAYANAN DI RESTORAN CEPAT SAJI McDONALD’S CABANG ROBINSON, DENPASAR

2018 ◽  
Vol 6 (2) ◽  
pp. 125
Author(s):  
Gede Paramananda Jentrasaswin ◽  
A.A.P. Agung Suryawan Wiranatha ◽  
I Ketut Satriawan
Keyword(s):  
Performance Analysis ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Consumer Satisfaction ◽  
Analysis Method ◽  
Consumer Interest ◽  
A Company

Product quality and services have been the most concern of the trade and service. One of the efforts that can be used to improve and maintain the competitiveness of a company is to increase consumer satisfaction. The objectives of this study were 1) to determine the level of consumer interest in the products and services provided by McDonald’s, 2) to analyze the performance of McDonalds company in giving satisfaction to consumer, and 3) to analyze the level of customer satisfaction on products and services. Data collection in this study was done by distributing 255 questionnaires to consumers. Importance Performance Analysis method was used to analyse the effect of quality of the product & service on consumer satisfaction. The results show that consumers were satisfied on the product quality and service provided. The level of consumer satisfaction was 84,64% (satisfied) for the product quality and 83,06% (satisfied) for the service quality. Keywords: Costumer satisfaction, importance performance analysis, McDonald’s

scholarly journals The Effect of Product Innovation on Interest with Satisfaction as Mediation

2021 ◽  
Vol 5 (1) ◽  
pp. 45-58
Author(s):  
Auditia Setiobudi
Keyword(s):  
Customer Satisfaction ◽  
Product Innovation ◽  
Consumer Satisfaction ◽  
Food Industry ◽  
Mediating Effect ◽  
Frozen Food ◽  
Beverage Industry ◽  
Food And Beverage Industry ◽  
Food And Beverage ◽  
Sampling Approach

In the future, the food and beverage industry is very promising for industry players due to the trend growth of the food and beverage industry in Indonesia. The food and beverage business is starting to grow rapidly in Indonesia so that it attracts many people to innovate. One form of innovation is the frozen food industry. This study aims to determine the effect of product innovation on repurchase interest by looking at consumer satisfaction as a mediating effect on the frozen food industry. The population in this study were 147 people who were frozen food consumers. Sei. By using a purposive sampling approach and using the Slovin formula, it was determined that the number of samples in this study were 108 respondents. The results of this study indicate that product innovation has a positive and significant effect on customer satisfaction. Product innovation and customer satisfaction have a significant effect on repurchase interest. Consumer satisfaction can mediate the effect of product innovation on consumer repurchase interest. Keywords: Product Innovation; Consumer Satisfaction; Repurchase Interest; Mediation; frozen food.

scholarly journals Pengaruh Desain dan Inovasi Produk Terhadap Kepuasan Konsumen dan Dampaknya pada Loyalitas Konsumen (Studi Kasus pada Konsumen Lipstik Wardah Kosmetik Jabodetabek)

Media Ekonomi ◽  
2020 ◽  
Vol 20 (1) ◽  
pp. 26
Author(s):  
Melani Quintania ◽  
Sasmitha Sasmitha
Keyword(s):  
Customer Satisfaction ◽  
Product Design ◽  
Product Innovation ◽  
Consumer Satisfaction ◽  
Substantial Effect ◽  
Primary Data ◽  
Consumer Loyalty ◽  
Analysis Method ◽  
Final Sample ◽  
The Social

This study aims to determine the effect of the design, product innovation on consumer satisfaction and its impact on consumer loyalty to Wardah cosmetic lipstick products in region of Jabodetabek. This research is an explanatory type of research that uses a quantitative approach in the form of observation. The results use primary data in the way of surveys to consumers. Sampling determines using conditions for consumers, namely at least three purchases in the last five months, 17 years old, and can understand and fill out the questionnaire applied to obtain a final sample of 200 respondents. The data analysis method uses path analysis and uses the SPSS (Statistical Package for The Social Science) program. The results of this study prove that product design and innovation have a positive and significant effect on customer satisfaction and customer satisfaction has a positive and significant impact on customer loyalty. Product design and innovation have a direct influence on consumer loyalty while not having a substantial effect on consumer loyalty through customer satisfaction.

scholarly journals Pengaruh Desain dan Inovasi Produk Terhadap Kepuasan Konsumen dan Dampaknya pada Loyalitas Konsumen (Studi Kasus pada Konsumen Lipstik Wardah Kosmetik Jabodetabek)

Media Ekonomi ◽  
2020 ◽  
pp. 26
Author(s):  
Melani Quintania ◽  
Sasmitha Sasmitha
Keyword(s):  
Customer Satisfaction ◽  
Product Design ◽  
Product Innovation ◽  
Consumer Satisfaction ◽  
Substantial Effect ◽  
Primary Data ◽  
Consumer Loyalty ◽  
Analysis Method ◽  
Final Sample ◽  
The Social

This study aims to determine the effect of the design, product innovation on consumer satisfaction and its impact on consumer loyalty to Wardah cosmetic lipstick products in region of Jabodetabek. This research is an explanatory type of research that uses a quantitative approach in the form of observation. The results use primary data in the way of surveys to consumers. Sampling determines using conditions for consumers, namely at least three purchases in the last five months, 17 years old, and can understand and fill out the questionnaire applied to obtain a final sample of 200 respondents. The data analysis method uses path analysis and uses the SPSS (Statistical Package for The Social Science) program. The results of this study prove that product design and innovation have a positive and significant effect on customer satisfaction and customer satisfaction has a positive and significant impact on customer loyalty. Product design and innovation have a direct influence on consumer loyalty while not having a substantial effect on consumer loyalty through customer satisfaction.

scholarly journals PENGARUH KEPUASAN KONSUMEN TERHADAP PEMBENTUKAN KOMITMEN PELANGGAN DAN e-WOM PADA PENGGUNA APLIKASI e-MONEY “OVO”

2019 ◽  
Vol 12 (1) ◽  
pp. 93 ◽  
Author(s):  
Naulia Oktaviani ◽  
Widji Astuti ◽  
Achmad Firdiansjah
Keyword(s):  
Customer Satisfaction ◽  
Consumer Satisfaction ◽  
Affective Commitment ◽  
Product Information ◽  
Normative Commitment ◽  
Digital Products ◽  
Continuance Commitment ◽  
The Public ◽  
Customer Commitment ◽  
Object Of Study

<pre><em>The purpose of this study was to examine the effect of customer satisfaction on the formation of customer commitment and e-WOM. Commitments are divided into three, namely affective commitment, continuance commitment and normative commitment and are located as intervening variables. Data was collected from 100 e-money “OVO” application users in Malang who met the criteria determined by the researcher. The hypothesis is tested by path analysis using Smart PLS 3.2. The results of the study show that consumer satisfaction has a strong influence on the formation of affective commitment and normative commitment and encourages e-WOM behavior. Continuous commitment has no significant effect on e-WOM, because some customers decide to continue using OVO but choose not to disseminate OVO information to others. There is an indirect effect between customer satisfaction and EWOM through costumer commitment as intervening. Managerial advice that can be obtained is that the position of customer satisfaction is very important in marketing digital products because it is able to build customer commitment and encourage consumers to participate in disseminating product information to the public. The limitations of this study are in terms of numbers that are less representative so that further research is expected to expand the area used as the object of study and increase the number of respondents to the study so that the results obtained are expected to be better.</em></pre>

scholarly journals PERAN KEPUASAN PELANGGAN DALAM MEMEDIASI PENGARUH INOVASI PRODUK TERHADAP LOYALITAS PELANGGAN (Studi pada Konsumen Warunk Upnormal)

2019 ◽  
Vol 8 (12) ◽  
pp. 7177
Author(s):  
Dinda Sukma Rangga Wati ◽  
I.G.A.K Sri Ardani
Keyword(s):  
High School ◽  
Customer Satisfaction ◽  
Path Analysis ◽  
Customer Loyalty ◽  
Product Innovation ◽  
Consumer Satisfaction ◽  
Sampling Method ◽  
Purposive Sampling ◽  
Analysis Technique ◽  
The City

As the development of the culinary business is quite rapid, it requires businesses to develop and innovate a product that suits the needs and tastes of consumers. One of the products that is currently superior is Warunk Upnormal. The purpose of this study is to examine the effect of Product Innovation on Customer Loyalty through customer satisfaction Warunk Upnormal.The variables studied in this study were product innovation, customer satisfaction and customer loyalty. The number of samples taken is 100 consumers of Warunk Upnormal with a purposive sampling method that has the criteria of ever buying a product and visiting the Warunk Upnormal, domiciled in the city of Denpasar, and educated last high school. Data was collected through questionnaires. The analysis technique used is path analysis and supported by the sobel test.Based on the results of the analysis found that product innovation variables have a positive and significant effect on Warunk Upnormal customer satisfaction, product innovation variables have a positive and significant effect on Warunk Upnormal customer loyalty, customer satisfaction variables have a positive and significant effect on Warunk Upnormal customer loyalty, and customer satisfaction variables mediate influence product innovation towards customer loyalty in the City of Denpasar.   Keywords: product innovation; consumer satisfaction; customer loyalty; warunk upnormal.

scholarly journals Identifikasi Prioritas Perbaikan pada Kualitas Produk Es Kopi Susu di Kovfee-Bali dengan Metode Quality Function Deployment (QFD)

2020 ◽  
Vol 8 (4) ◽  
pp. 502
Author(s):  
Fitria Alfiana ◽  
Amna Hartiati ◽  
I Wayan Gede Sedana Yoga
Keyword(s):  
Customer Satisfaction ◽  
Product Quality ◽  
Consumer Satisfaction ◽  
Quality Function Deployment ◽  
Coffee Shop ◽  
Quality Function ◽  
Consumer Interest ◽  
Questionnaire Validity ◽  
Quality Of Milk

The increasing competition of coffee shop makes entrepreneurs keep on improving the quality of their product in order to satisfy the consumers’ desire and need. One of the coffee shops in Denpasar named Kovfee with its flagship product that is milk coffee has not yet measured the consumer satisfaction with their iced milk coffee products. This study discusses the product attributes that are considered important by consumers, measures the level of consumer interest in the quality of coffee products, as well as the level of consumer satisfaction with the quality of milk coffee products in Kovfee coffee shop. The method used is the Quality Function Dep loyment (QFD) method. The research data were obtained from 91 survey respondents. The results of the questionnaire validity test of interest and satisfaction showed that there are 7 products attributes which are considered as important by consumers. The results of the reliability test calculations from the questionnaire of interests (0.715) and satisfaction (0.688) can be considered reliable. The highest value of the consumer interest is the taste attribute (3.92) which showed that the taste attribute is the most important need and desire for consumers. The lowest value of the customer satisfaction is the aftertaste attribute (2.76) with the highest IR (1.45) that indicates Kovfee coffee shop needs to provide and improve product quality in the aftertaste attribute. Keywords: iced milk coffee, product quality, customer satisfaction, quality function deployment (QFD)

PENGARUH CONSUMER INVOLVEMENT, KREDIBILITAS SUMBER INFORMASI, TERHADAP REPUCHASE INTENTIONS DENGAN KEPUASAN SEBAGAI VARIABEL INTERVENING (Studi kasus pengguna aplikasi shopee pada mahasiswa Universitas Sarjanawiyata Tamansiswa)”

2021 ◽  
Vol 5 (1) ◽  
Author(s):  
Marnuti Eka Putri
Keyword(s):  
Customer Satisfaction ◽  
University Students ◽  
Consumer Satisfaction ◽  
Information Sources ◽  
Information Source ◽  
Sampling Technique ◽  
Consumer Involvement ◽  
Repurchase Intention ◽  
The Third ◽  
Questionnaire Method

This study aims to see whether there is an effect of consumer involvement. The first one affects customer satisfaction, the second is the credibility effect of information sources on customer satisfaction, the third is the influence of consumer influence on Repurchase Intention, the fourth is the influence of credibility of information sources. Consumers on Repurchase Intention Decisions, Sixth Influence of Consumer Involvement in Repurchase Decisions through Customer Satisfaction and the seventh has an influence on the credibility of information sources and consumer satisfaction of repurchase decisions The sample in this study was 100 students of Universitas Sarjanawiyata Tamansiswa Yogyakarta who have used the shopee application. Data collection method using questionnaire method shared using Accidental Purposive Sampling technique. In this study used Data Quality Test, Classic Assumption Test, Multiple Regression Test and Sobel Test.The results The first consumer involvement affects consumer satisfaction in shopee application users of Sarjanawiyata Tamansiswa University students, the second is the influence of the credibility of information sources on customer satisfaction on shopee application users of Sarjanawiyata Tamansiswa University students, the third is the influence of the influence of consumer involvement on Repurchase Intention on shopee application users of Sarjanawiyata Tamansiswa University students, The fourth is the influence of the credibility of the information source Repurchase Intention Intention of the shopee application of the Sarjanawiyata Tamansiswa University students, fifth there is an influence of consumer satisfaction on the decision of Repurchase Intention on shopee application users of the University of Sarjanawiyata Tamansiswa, the sixth is the influence of the consumer involvement in the decision to repurchase through customer satisfaction on the shopee application users of University students Sarjanawiyata Tamansiswa and the seventh have an influence on the credibility of information sources dap consumer satisfaction repurchase decisions on shopee application users of Sarjanawiyata University students

Customer Satisfaction on e-SERVQUAL in Islamic Online Banking Services

2017 ◽  
Vol 3 (2) ◽  
pp. 29
Author(s):  
NURHAZIRAH HASHIM ◽  
MOHAMMAD ZAIM MOHD SALLEH ◽  
NOR SARA NADIA MUHAMAD YUNUS ◽  
INTAN SYAFINAZ MAT SHAFIE
Keyword(s):  
Customer Satisfaction ◽  
Consumer Satisfaction ◽  
Pearson Correlation ◽  
Business Environment ◽  
Online Banking ◽  
Security And Privacy ◽  
Accurate Information ◽  
Online Services ◽  
Banking Services ◽  
Customer Information

The recent development in the ecommerce services has shown a variety of established companies participating in the web business environment including Islamic banks. Business with the mostexperience and success in using ecommerce are beginning to realize that the indicator of success or failure of the ecommerce environment was included in the online services. Nowadays, the trend ofa business is to serve the customer with best quality of services to enhance the consumer satisfaction and compete with the global competitors as online services enabled registered user to make productspurchase transaction only through website such as check and manage financial standing, transfer funds, bill payment, prepaid reload and so forth. However, in recent times, Islamic banking users faced problems with the online system such as cannot log in to the system, payment failure and  mostly security and privacy hindrance. Therefore, this study aimed to investigate the relationship between electronic service quality (e-SERVQUAL) and customer satisfaction towards IslamicOnline Banking Services users. Based on the sample size, only 76 respondents were selected to participate in this study by using a convenience sampling. Further, Pearson correlation and multipleregression were reported to analyze the mentioned relationship. The findings have shown that there is a positive relationship between e-SERVQUAL and customer satisfaction in using Islamic onlinebanking services. Based on the findings, Islamic online banking developer is recommended to improve more on their responsiveness in order to provide quick response to their customer’s requirements.  Moreover, they also should be more reliable in providing accurate information in performing the promised services. They must assure that all of their customers can quickly get responds and true feedback regarding their problems to ensure customer satisfy with service provided. Besides, the safety of the website and the protection of customer information alsoconsidered a vital action that should be concerned in order to increase the customers’ satisfaction.

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