scholarly journals Tingkat Kepuasan Nasabah Tabungan Sikoci Kasus Bank Nagari Cabang Pembantu UNP Padang

JURNAL PUNDI ◽  
2018 ◽  
Vol 2 (2) ◽  
Author(s):  
Saiful Anwar ◽  
Jhon Fernos
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Quantitative Data ◽  
Student Identity ◽  
Tuition Fees ◽  
Probability Sampling ◽  
Identity Cards ◽  
Financial Transactions ◽  
Method Analysis

Analysis of Customer Satisfaction with Sikoci Savings at Bank Nagari Sub-Branch of UNP, to find out how satisfied the customers of Sikoci Savings, especially students, are in the facilities and facilities provided.  Sikoci Savings is Student Savings to get Student Identity Cards and ATMs, which can be used as SPP payments in any Bank Nagari ATM machine and as other financial transactions, which can facilitate students in paying tuition fees or SPP and other financial transactions.The method analysis statistic descriptive quantitative data collective from students UNP who have SIKOCI saving with non probability sampling use accidental sampling of 25 respondent July 2017. This research find from 5 dimention service quality generallay good but need improvement to maximize it. Keywords: Customer Satisfaction, Savings

scholarly journals Pengaruh Kualitas Layanan terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan sebagai Variabel Intervening (Studi pada Pelanggan Dunkin’ Donuts di Surabaya dan Sidoarjo)

2018 ◽  
Vol 9 (1) ◽  
pp. 43
Author(s):  
Kiki Amelia Dewi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Customer Loyalty ◽  
Likert Scale ◽  
Scale Analysis ◽  
Men And Women ◽  
Probability Sampling ◽  
Sample Object

The purpose of this study is to find out is there any influence of service quality on customer loyalty through customer satisfaction as intervening variable on customer Dunkin’ Donuts in Surabaya and Sidoarjo. This research using non-probability sampling with judgemental sampling as sampling category. This research take 220 people as a respondents of the sample object. The respondents of this research is the customer Dunkin 'Donuts men and women aged 18-50 years who have made a purchase and consume directly at the Dunkin' Donuts at least 2 times in the last 3 months. The instruments used is an observation, documentation, interview and questionnaire that analyzed using a Likert scale. Analysis of data using path analysis. The result of this research showed that there is any influence of service quality on customer loyalty through customer satisfaction as intervening variable.  

scholarly journals PENGARUH KUALITAS PRODUK, PERSEPSI HARGA, DAN KUALITAS LAYANAN TERHADAP KEPUASAN KONSUMEN

2021 ◽  
Vol 15 (2) ◽  
pp. 97
Author(s):  
Jonathan Herdioko ◽  
Valentcio Luwiska W
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
T Test ◽  
Validity And Reliability ◽  
F Test ◽  
Probability Sampling ◽  
Price Perception

ABSTRAK Penelitian ini bertujuan untuk mengetahui pengaruh kualitas produk, persepsi harga, dan kualitas pelayanan terhadap kepuasan konsumen pada Toko Tekstil Mac Mohan, Solo. Populasi dalam penelitian ini adalah penduduk Kota Solo. Teknik penyampelan menggunakan non-probability sampling dengan pemilihan 100 responden yang pernah membeli produk di Mac Mohan Solo. Teknik pengumpulan data dilakukan dengan menyebarkan kuesioner yang telah diuji validitas dan reliabilitasnya. Metode analisis regresi linier berganda digunakan dengan uji R2, uji F, dan uji t. Hasil pengujian menghasilkan nilai sig uji F sebesar = 0,00, artinya secara simultan variabel kualitas produk, persepsi harga, dan kualitas pelayanan berpengaruh signifikan terhadap kepuasan konsumen. Hasil uji t menunjukkan bahwa kualitas produk, persepsi harga, dan kualitas layanan secara parsial berpengaruh signifikan terhadap kepuasan pelanggan. Kata Kunci: kualitas produk, persepsi harga, kualitas layanan, kepuasan pelanggan ABSTRACTThis study aims to determine the effect of product quality, price perception, and service quality toward customer satisfaction at Toko Tekstil Mac Mohan, Solo. The population in this study are the residents of Solo. Non-probability sampling method is adopted with a selection of 100 respondents who have bought products at Mac Mohan Solo. Data collection techniques were carried out by distributing questionnaires that had been tested for validity and reliability. The multiple linear regression analysis method is used with R2 test, F test, and t test. The test results produce a sig value of F test of = 0.00, meaning that simultaneously, the variable product quality, price perception, and service quality have a significant effect on customer satisfaction. The t test shows that product quality partially, price perception, and service quality partially have a significant effect on customer satisfaction. Keywords: product quality, price perception, service quality, customer satisfaction

scholarly journals PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN DI TOKO INTAN MARKET LINTAS MELAWI SINTANG

2021 ◽  
Vol 11 (1) ◽  
pp. 013
Author(s):  
Yunita Astikawati ◽  
Eka Suryani ◽  
Avelius Dominggus Sore
Keyword(s):  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Sampling Technique ◽  
Research Approach ◽  
Simple Linear Regression ◽  
Probability Sampling ◽  
Communication Techniques ◽  
Regression Test ◽  
Positive Effect

ABSTRACTThe general objective of this study is to determine the effect of service quality on customer satisfaction at the Intan Market Lintas Melawi Sintang. The research approach used a descriptive quantitative approach. form of research is simple linear regression. The population in this research are all consumers who have been customers of the Intan Market Lintas Melawi Sintang. The sampling technique used is a non-probability sampling technique with a type of incidental sampling. Data collection techniques used are indirect communication techniques, and documentation techniques with data collection tools in the form of questionnaires and documents. Based on the analysis results obtained: The criteria of service quality at the the Intan Market Lintas Melawi Sintang are sufficient. 2) Customer satisfaction has good criteria. 3) Based on a simple regression test, it is proven that service quality has a positive effect on customer satisfaction with a determination coefficient of 36.02%.Keywords: Quality, Service, and Satisfaction.ABSTRAKTujuan umum penelitian ini adalah untuk mengetahui pengaruh kualitas pelayanan terhadap kepuasan konsumen pada Pasar Intan Lintas Melawi Sintang. Pendekatan penelitian menggunakan pendekatan kuantitatif deskriptif. Bentuk penelitiannya adalah regresi linier sederhana. Populasi dalam penelitian ini adalah seluruh konsumen yang pernah menjadi pelanggan Pasar Intan Lintas Melawi Sintang. Teknik pengambilan sampel yang digunakan adalah teknik non-probability sampling dengan jenis pengambilan sampel insidental. Teknik pengumpulan data yang digunakan adalah teknik komunikasi tidak langsung, dan teknik dokumentasi dengan alat pengumpulan data berupa angket dan dokumen. Berdasarkan hasil analisis diperoleh: Kriteria kualitas pelayanan di Pasar Intan Lintas Melawi Sintang sudah cukup. 2) Kepuasan pelanggan memiliki kriteria baik. 3) Berdasarkan uji regresi sederhana terbukti kualitas pelayanan berpengaruh positif terhadap kepuasan konsumen dengan koefisien determinasi 36,02%.Kata Kunci: Kualitas, Pelayanan, dan Kepuasan.

scholarly journals Service Convenience and Service Quality to Customer Satisfaction among the Shipping Expeditions

2020 ◽  
Vol 76 ◽  
pp. 01043
Author(s):  
Reynaldo Reynaldo ◽  
Widjojo Suprapto ◽  
Yahya Jani
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Quantitative Research ◽  
Sampling Technique ◽  
Probability Sampling ◽  
Service Convenience ◽  
The Impact

Indonesia is a country consisting of thousands of islands surrounded with straits and seas. Along with the increasing online businesses, the number of shipping expeditions is growing as well. In order to win the competition, many shipping expeditions offer various conveniences and services. This research is testing the impact of service conveniences and service quality to customer satisfaction in shipping expedition businesses in Surabaya. The data are collected by questionnaires because this is a quantitative research. The questionnaires are distributed to 100 respondents who are selected from the consumers using a non-probability sampling technique. Then, the data are processed using a SmartPLS program to obtain the results that service convenience does not bring any effect on customer satisfaction, but service convenience has a positive significant effect on service quality and service quality also has a positive significant effect on customer satisfaction

Opd Service Quality And Satisfaction: A Case Study Of A Private Hospital In Malaysia.

GIS Business ◽  
2020 ◽  
Vol 15 (1) ◽  
pp. 31-46
Author(s):  
Priscila Rajah Davarajah ◽  
Syriac Nellikunnel Devasia ◽  
Hanim Norza Baba ◽  
Hanim Norza Baba ◽  
Maria Josephine Williams ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Quantitative Data ◽  
Private Hospital ◽  
Outpatient Department ◽  
Statistical Tools ◽  
Private Hospitals ◽  
Outpatient Departments ◽  
Klang Valley

This study is to find out the customer satisfaction in the context of outpatient department services in a private hospital in Klang Valley.  SERVPERF model is used to understand the depth of service quality in outpatient departments. The quantitative data is analysed using SPSS statistical tools analyse customer satisfaction in relation to the five dimensional aspects of the service quality in private hospital, namely; tangibility, reliability, responsiveness, assurance and empathy. The findings and conclusion of the study serves as guideline to the researchers and managers to design a strategic plan with an improved outpatient department services to satisfy customers’ demands. The limitations of this study is that it covers only the outpatient customers and does not cover all the private hospitals in Malaysia.

scholarly journals Pengaruh Experiential Marketing Dan Kualitas Pelayanan Terhadap Loyalitas Pelanggan Rumah Makan Abeng 38

2020 ◽  
Vol 6 (1) ◽  
pp. 63-73
Author(s):  
Vinna Angelia ◽  
Sri Rezeki
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Research Methodology ◽  
Quantitative Method ◽  
Coefficient Of Determination ◽  
Test Results ◽  
Observation Unit ◽  
Experiential Marketing ◽  
Method Analysis

The objective of the study is to identify the effect of experiential marketing on customer loyalty in Rumah Makan Abeng 38, identify the effect of service quality on customer loyalty in Rumah Makan Abeng 38, and identify the effect of experiential marketing and service quality on customer loyalty in Rumah Makan Abeng 38.  The research methodology is descriptive quantitative method, analysis in this study is at Rumah Makan Abeng 38 and it’s observation unit are customers of Rumah Abeng 38. The population in this study are customers of Rumah Makan Abeng 38 as many as 5894 respondents. The technique of determining by number of samples used in this study is Slovin formula and amount used 98 respondents. Coefficient of determination test results (R2) shows that of Customer Loyalty is influences by Experiential Marketing and Service Quality, while the remaining is influence of other factors or variable out of the observation like Price, Product Quality, Customer Satisfaction.

scholarly journals Analisis pengaruh citra perusahaan dan kualitas layanan terhadap loyalitas pelanggan melalui kepuasan pelanggan

2019 ◽  
Vol 2 (1) ◽  
pp. 61-70
Author(s):  
Bambang Bambang ◽  
Triyono Arief Wahyudi
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Quantitative Data ◽  
Corporate Image ◽  
Consumer Loyalty

This study aims to find out the effect of corporate image and its service quality to consumer loyalty and its impact on customer satisfaction. This research uses quantitative data with 100 respondents in JaBoDeTaBek. The method used in this research is regression and the colleration of each variable with 2 sub model using SPSS. The result from this study shows that there is a significant effect between corporate image to costumer satisfactory, a significant effect between quality of service to costumer satisfactory, and also  a significant effect between costumer satisfactory to costumer loyalty. Therefore, Team Wound, PT XYZ Jakarta and Bekasi needs to perform effective activities and to always up to date periodically so that the costumers are more loyal to use its products.

Service Quality in Banks

2008 ◽  
pp. 16-32
Author(s):  
Carlo Gabriel Porto Bellini ◽  
Rita de Cássia de Faria Pereira
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Relationship ◽  
International Banking ◽  
Strategic Decisions ◽  
Banking Service ◽  
Bank Executives ◽  
Definition Of ◽  
Financial Transactions

Quality in servicing customers is an important marketing construct for banks, but idiosyncrasies in the definition of service quality and customer satisfaction, as well as in adapting current instruments to measure them in the international banking industry, constitute major constraints to research and practice. This chapter conceptualizes the quality of banking services based on the perception of 11,936 customers of a major Brazilian bank. Five drivers of banking service quality are developed and argued to be a proxy for customer satisfaction: (1) business and financial transactions, (2) customer relationship, (3) information technology, (4) branch, and (5) image. The resultant framework is expected to serve bank executives when making strategic decisions on how to address the clientele.

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 Brand Image, Service Quality, Dan Customer Satisfaction Terhadap Customer Loyalty Sicepat Di Jabodetabek

2021 ◽  
Vol 3 (4) ◽  
pp. 1076
Author(s):  
Kristian Irfansius ◽  
Carunia Mulya Firdausy
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Brand Image ◽  
Social Media Data ◽  
Probability Sampling ◽  
Service Companies ◽  
Convenience Sampling ◽  
Online Stores ◽  
Media Data

The increasing number of online stores in Indonesia makes the use of expedition services more and more. One of these expedition service companies is SiCepat. This study aims to examine whether brand image, service quality, and customer satisfaction have a positive relationship to SiCepat customer loyalty in Jabodetabek. The number of samples used in this study were 100 respondents and used non-probability sampling techniques, especially convenience sampling, where the g-form questionnaire was distributed online through social media. Data analysis was processed using SEM-PLS. The results of this study indicate that brand image has a positive but not significant effect on customer loyalty, while service quality and customer satisfaction have a positive and significant effect on customer loyalty SiCepat in Jabodetabek. Therefore, SiCepat company needs to give serious attention to maintain and improve both service quality and customer satisfaction of the services given to consumers. Meningkatnya toko online di Indonesia membuat penggunaan jasa ekspedisi semakin banyak. Salah satu perusahaan jasa ekspedisi ini adalah SiCepat. Penelitian ini bertujuan untuk menguji apakah brand image, service quality, dan customer satisfaction mempunyai hubungan positif terhadap customer loyalty SiCepat di Jabodetabek. Jumlah sampel yang digunakan dalam penelitian ini yaitu sebanyak 100 responden dan memakai teknik non-probability sampling, khususnya convenience sampling, dimana kuesioner g-form disebarkan secara online melalui media sosial. Analisis data diolah menggunakan SEM-PLS. Hasil penelitian ini menunjukkan bahwa brand image berpengaruh positif tetapi tidak signifkan terhadap customer loyalty, sedangkan service quality dan customer satisfaction berpengaruh positif dan signifikan terhadap customer loyalty SiCepat di Jabodetabek. Oleh karena itu, perusahaan SiCepat perlu memberikan perhatian yang serius untuk menjaga dan meningkatkan baik kualitas pelayanan maupun kepuasan pelanggan atas pelayanan yang diberikan kepada konsumen.

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