scholarly journals The Influence of Product Quality, Service Quality and Personal Selling on Customer Satisfaction and the Impact on Customer Word of Mouth in PT.XYZ Balaraja Branch

2020 ◽  
Vol 5 (8) ◽  
pp. 760-769
Author(s):  
Salomo Roy Freddy ◽  
Zulfitri . ◽  
Dudi Permana
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Word Of Mouth ◽  
Research Result ◽  
Personal Selling ◽  
Sampling Technique ◽  
Primary Data ◽  
Quality Service ◽  
The Impact

This research aims to find out the effect of product quality, service quality and personal selling on customer satisfaction and its impact towards word of mouth communication on PT.XYZ customers. This research is a quantitative research with the sampling technique used is non random sampling technique. The population level determined in this study consists of customers from PT.XYZ branch Balaraja who actively transact at least 3 times the period range until 2019. The research data is primary data from questionnaire given to 165 respondents and secondary data from company data. Analysis method of this research is Structural Equation Modelling with software LISREL 8.8. Research result shows that product quality, service quality, and personal selling have a positive and significant effect on customer satisfaction, and customer satisfaction have a positive and significant effect on word of mouth. Product quality, service quality, and personal selling have a positive and significant effect on word of mouth. Product quality is the strongest influence on customer satisfaction. Personal selling is the strongest influence on word of mouth

scholarly journals ANALISIS PENGARUH KUALITAS PRODUK, KUALITAS LAYANAN DAN HARGA TERHADAP KEPUASAN KONSUMEN (Studi Kasus Pada Konsumen Industry/ Toko Bakery di Kota Bengkulu)

2019 ◽  
Vol 13 (1) ◽  
pp. 71-85
Author(s):  
Herry Nofrianda
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Descriptive Analysis ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
Primary Data ◽  
Quality Service ◽  
Descriptive Research

Abstract: The objective of this research is to analyze the effect of product quality, service quality and price toward customer satisfaction on industry/ bakery shop in the Bengkulu city. This study is a descriptive research which aims to clarify the relationship or influence that exist between the variables studied. The type of data used a primary data that is collected from questionnaires. Respondents of this study is the customer industry/ bakery shop in Bengkulu city as many 2400 people were taken with the judgemental (purposive sampling) technique. The methods of data analysis used are descriptive analysis by using the mean, frequency distribution table and multiple linear regression analysis.  Based on the analysis, the result that the simultaneously product quality, service quality, and price is significantly impact on customer satisfaction industry/bakery shop in the Bengkulu city. The next in partial product quality and service quality is positively and significantly impact on customer satisfaction industry/bakery shop in the Bengkulu city, while the price is negative and significantly impact on customer satisfaction industry/ bakery shop in the Bengkulu city.Keyword: service, quality, satisfaction, bakery. 

scholarly journals Price, Quality Products, Quality Services and Locations on Customer Satisfaction in Indonesian Culinary

2019 ◽  
Vol 8 (2S4) ◽  
pp. 849-853
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Consumer Satisfaction ◽  
Research Result ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Quality Service ◽  
Human Beings ◽  
Measuring Tool

Food and beverages are a major need for human beings. The development of culinary business makes the competition more and more intense, all efforts strive to attract consumers and retain customers in various ways. Consumers also now have begun carefully in choosing a place to eat, not only the product into consideration but the price, quality of service and location also a consideration of consumers in choosing a place to eat. Therefore, this study was made to determine the effect of price, product quality, service quality and location to customer satisfaction. The population in this study were the visitors at Indonesian Culinary Centers. The sample in this research is 100 respondents taken by simple random sampling technique. The research instrument used as a measuring tool in this study is in the form of questionnaire. Results of respondents on the questionnaire given then processed using Microsoft Excel 2007 software and software SPSS 19. The results of the analysis in this study yields regression equation is Y = - 4.717 + (0.039) X1 + 0.333X2 + 0.368X3 + 0.245X4. Product quality variables, service quality and location partially have a significant influence on customer satisfaction in Indonesian Culinary Centers. Price variables partially have an insignificant effect on customer satisfaction in Indonesian Culinary Centers. Conclusion that can be taken from the research result that is according to the consumer, the three independent variables (Product Quality, Service Quality and Location) are considered important as determinant of consumer satisfaction, while Price variable does not affect customer satisfaction in Indonesian Culinary Centers.

scholarly journals PENGARUH KUALITAS PRODUK DAN KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN PRODUK NISSAN GRAND LIVINA

Jurnal Ecogen ◽  
2019 ◽  
Vol 1 (4) ◽  
pp. 880
Author(s):  
Teguh Iman Saputra Nasution ◽  
Tri Kurniawati
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Quantitative Research ◽  
Sampling Technique ◽  
Primary Data ◽  
Quality Service ◽  
Quantitative Research Methods

Abstract: The objectives of this study are to: 1) Analyze the effect of product quality on customer satisfaction on Nissan Grand Livina Products. 2) Analyzing the effect of service quality on customer satisfaction on Nissan Grand Livina Products. 3) Analyzing the effect of product quality and quality of service simultaneously on customer satisfaction on Nissan Grand Livina Products. The type of method of this research is quantitative research methods. The population in this study is to customers who use the Nisaan Grand Livina product whose numbers are unknown. Sampling technique using accidental sampling is the determination of samples based on respondents who meet the criteria, namely those who use Nissan Grand Livina products. Furthermore, using the Cochran formula, so that a sample of 100 people is obtained.Data collection techniques using primary data in the form of questionnaires. For data analysis used multiple regression analysis using the SPSS program. The results showed that product quality and service quality had a significant effect on customer satisfaction.Keyword:product quality, service quality and customer satisfaction.

scholarly journals KUALITAS PRODUK DAN KUALITAS PELANAN SEBAGAI ANTASEDEN KEPUASAN PELANGGAN DALAM MEMBENTUK LOYALITAS PELANGGAN (Studi Pada Pelanggan Waroeng Spesial Sambal “SS” Cabang Veteran Yogyakarta)

2020 ◽  
Vol 9 (1) ◽  
pp. 14
Author(s):  
Alo Rahmawati Mulyana ◽  
Hendro Setyono
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Customer Loyalty ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
Primary Data ◽  
Customer's Loyalty ◽  
The City

 The aim of study is to  analyze about effect  product  quality  and  service  quality  on customer’s satisfaction to build customer’s loyalty at Waroeng Spesial Sambal “SS” in the branch of Veteran Yogyakarta. Population in this study are all consumers who make  purchases at Waroeng Spesial Sambal “SS” the branch in the  branch of Veteran Yogyakarta. While the sample  in  this  study  is a portion of consumers who have  made  purchases at least twice in the past year. The sampling technique uses purposive sampling. The data  used in this study is primary data. The number  of studies  in  this  study were  sixty  samples  in  the  city of Yogyakarta which  were processed  using  multiple linear regression  analysis  and mediation analysis  using SPSS 20 for windows. The results of the analysis in this study are: product quality dosen’t have a significant effect on customer satisfaction,  service quality has a significant effect on customer satisfaction, customer satisfaction doesn’t have a significant effect on customer loyalty, product quality  dosen’t  have a significant  effect on  customer loyalty and service quality has a significant effect on customer loyalty of the two independentvariables dosen’t indicate a mediating  relationship  with  customer  satisfaction as a mediator variable.

scholarly journals An Empirical Study on Food and Beverage Service Quality and Customer Satisfaction in Star Graded Hotels in Dambulla

2020 ◽  
Vol 10 (6) ◽  
pp. 1-8
Author(s):  
Bandara WMAH ◽  
Dahanayake SNS
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Service Industry ◽  
Pearson Correlation ◽  
Sampling Technique ◽  
Tourism Industry ◽  
Primary Data ◽  
Success Factor ◽  
Food And Beverage ◽  
The Impact

The hotel industry is one of the integral constituents in the flourishing tourism industry and is extremely competitive. In this competitive arena, service quality has become a crucial success factor in maintaining hotel standards. A strong, sustainable, outstanding service industry requires good service quality standards.  However, due to the intangible nature of service products, measuring service quality is substantially challengeable than measuring the quality of physical products. Hence, this study attempts to investigate the impact of food and beverage service quality on customer satisfaction in the star graded hotels. Dambulla is one of the major tourist destinations in Sri Lanka, has been identified as the study area. A total of 150 foreign departure tourists who have visited three and above star graded hotels in the respective area were selected through a convenient sampling technique. A widely accepted SERVQUAL model was utilized to ascertain the findings. Primary data were collected through a self-administered structured questionnaire. Descriptive, frequency, Pearson correlation, and multiple regression analysis were conducted to analyze data using SPSS. The results reveal that there is a positive significant impact of tangibility, reliability, responsiveness, assurance of food and beverage service quality on customer satisfaction in the star graded hotels in Dambulla area. On the contrary, empathy shows that there is no impact on customer satisfaction. Moreover, tangibility is the most influential service quality attribute that affects customer satisfaction. Thus, the authorities must pay their attention towards improving the tangible evidence such as staff attires and appearance, aesthetic upkeep of interior and exterior, and provide reliable service for their guests with greater customer care.

scholarly journals Impact of E-Banking Service Quality on Customer Satisfaction

2020 ◽  
Vol 8 (5) ◽  
pp. 2296-2300
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Sampling Technique ◽  
Relative Strength ◽  
Primary Data ◽  
Interview Method ◽  
Banking Service ◽  
Quality Dimension ◽  
Multiple Regression Technique ◽  
The Impact

The main objective of this paper is to measure the impact of E-banking service quality on customer satisfaction. Primary data method is used to collect data by using the interview method over 504 respondents. The random sampling technique has been taken up for the survey by keeping due care for the availability and easiness of the customers. The Multiple regression technique has been employed to measure the effect to service quality dimension on the customer satisfaction. The paper examines the relative strength of each dimension affecting customer satisfaction. It has been found that the overall regression model has been a reasonable fit and there is a statistically significant association between service quality dimension and customer satisfaction.

scholarly journals The Effect of Product Quality, Service Quality, Customer Value on Customer Satisfaction And Word Of Mouth

2018 ◽  
Vol 1 (3) ◽  
Author(s):  
AFIF SYAIFUL RACHMAN
Keyword(s):  
Data Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Customer Value ◽  
Sampling Method ◽  
Word Of Mouth ◽  
Quality Service ◽  
Convenience Sampling ◽  
Positive Effect

This study aims to find out "The Effect of Product Quality, Service Quality, Customer Valueon Customer Satisfaction and Promotion of Mouth to Mouth". The population in this studywere Telkom customers of IndiHome. This study uses a sample of 150 respondents. Thesampling technique was carried out by convenience sampling method. Data analysis usespath analysis. The results of the analysis show that product quality, service quality,customer value have positive effect on the customer satisfaction of Telkom IndiHome,Purwokerto, (2) Service quality has a positive effect on the customer satisfaction and wordof mouth

scholarly journals PENGARUH KUALITAS PRODUK, KUALITAS LAYANAN, DAN CITRA MEREK TERHADAP LOYALITAS NASABAH YANG DIMEDIASI OLEH KEPUASAN NASABAH (Studi pada Nasabah PT. BRI (Persero) Tbk. Yogyakarta)

2020 ◽  
Vol 7 (2) ◽  
pp. 123
Author(s):  
Lita Ningrum Afriani ◽  
Hendro Setyono
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Customer Loyalty ◽  
Brand Image ◽  
Primary Data ◽  
Quality Service ◽  
Loyal Customer ◽  
Number Of Customers ◽  
Loyal Customers

For companies, loyal customers mean a lot besides illustrates the amount of profitability obtained by loyal consumers can also show the image or image of the company in the public eye. Loyal customers can become partners in developing new products, because they maintain and defend and even use the services of existing companies. According to Darsono (2004) a loyal customer becomes a valuable asset for the company. Loyal customers will reduce the effort to find new customers, giving positive feedback to the company. Companies must be able to satisfy old customers and create new customers, if you want to win the competition. PT. BRI (Persero) Tbk. Yogyakarta must be able to answer the existing competition challenges. The population in this study are customers of Bank Rakyat Indonesia Yogyakarta and have been customers for at least one year. While the sample in this study is a portion of the number of customers from BRI Bank Yogyakarta. The sampling technique uses accidental sampling and purposive sampling. While the data used in the study are primary data, that is data obtained directly from respondents by the researchers themselves through questionnaires. Analysis tools using multiple linear regression The results of the analysis can be concluded that: Product quality has a significant effect on customer satisfaction. Service quality has a significant effect on customer satisfaction. Brand image does not significantly influence customer satisfaction. Product quality, service quality and brand image together significantly influence customer satisfaction. Product quality does not significantly influence customer loyalty. Service quality has a significant effect on customer loyalty. Brand image does not significantly influence customer loyalty. Product quality, service quality and brand image together significantly influence customer loyalty. Customer satisfaction significantly influences customer loyalty. Customer satisfaction mediates the effect of product quality on customer loyalty. Customer satisfaction does not mediate the effect of service quality on customer loyalty. Customer satisfaction does not mediate the effect of brand image on loyalty the customer.

scholarly journals PENGARUH KUALITAS PRODUK DAN PELAYANAN TERHADAP LOYALITAS KONSUMEN MUSLIM DENGAN KEPUASAN SEBAGAI VARIABEL INTERVENING

2021 ◽  
Vol 1 (2) ◽  
Author(s):  
Tri Anagh Firli ◽  
Drajat Stiawan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Product Quality ◽  
Consumer Satisfaction ◽  
Field Research ◽  
Primary Data ◽  
Research Approach ◽  
Quality Service ◽  
Business World

In the business world, quality is certainly something very important. Quality or product quality is a determinant of consumer satisfaction, after buying or using a product. In addition to product quality, one thing that should not be missed is service quality. Service quality is a measure of how good the level of service that a company can provide to its customers. Even Islamic teachings have taught about providing services from businesses that must be carried out properly, both in the products and services provided. Both have an important role in customer satisfaction and loyalty. This type of research is field research with a research approach that is quantitative research. Where the variables used in this study are product quality, service quality, customer satisfaction and customer loyalty. The population in this study were Muslim consumers of Le'gita Coffee & Bristo Pemalang. Sampling using the Lemeshow formula with a total sample of 100 respondents. Sources of data in this study are primary data and secondary data. The data collection method used is a questionnaire, and the analysis method is path analysis where the variable of consumer satisfaction is the intervening variable. Based on the results of the study, two path test equations were obtained. The result of testing the two equations is that there is an influence between the two independent variables, namely product quality and consumer quality on consumer loyalty either directly or indirectly through customer satisfaction.Dalam dunia bisnis menyoal kualitas tentunya sesuatu yang sangat penting. Mutu ataukualitas produk adalah penentu kepuasan konsumen, setelah memberli ataupun memakai sebuah produk.Selain kualitas produk, salah satu hal yang tidak boleh dilewatkan adalah kualitas pelayanan. Kualitas pelayanan merupakan sebuah ukuran mengenai seberapa bagus tingkat pelayanan yang mampu diberikan oleh sebuah perusahaan pada konsumennya. Dalam ajaran Islampun sudah mengajarkan tentang memberikan layanan dari usaha harus dijalankan dengan baik, baik dalam produk ataupun jasa yang diberikan. Keduanya mempunyai peran penting dalam kepuasan dan loyalitas konsumen. Jenis penelitian ini adalah field research dengan pendekatan penelitian yaitu penelitian kuantitatif. Dimana variabel yang digunakan pada penelitian ini adalah kualitas produk, kualitas pelayanan, kepuasan konsumen dan loyalitas konsumen. Populasi pada penelitian ini adalah konsumen muslim Le’gita Coffee & Bristo Pemalang. Pengambilan sampel dengan menggunakan rumus lemeshow dengan jumlah sampel sebanyak 100 responden. Sumber data pada penelitian ini adalah data primer dan data sekunder. Metode pengumpulan data yang digunakan adalah kuesioner, dan metode analisis yaitu uji jalur (path analysis) dimana variabel kepuasan konsumen sebagai variabel intervening. Berdasarkan hasil penelitian diperoleh dua persamaan uji jalur. Hasil dari pengujian kedua persamaan yaitu terdapat adanya pengaruh pada antara kedua variable bebas yaitu kualitas produk dan kualitas konsumen terhadap loyalitas konsumen baik secara langsung ataupun secara tidak langsung melalui kepuasan konsumen.

scholarly journals PENGARUH KUALITAS PRODUK DAN KUALITAS PELAYANAN TERHADAP LOYALITAS PELANGGAN DENGAN KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING PADA BENGKEL SISAM PEMATANGSIANTAR

2018 ◽  
Vol 6 (1) ◽  
pp. 50-62
Author(s):  
Risky Ananda ◽  
Darwin Lie ◽  
Marisi Butarbutar ◽  
Ady Inrawan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Customer Loyalty ◽  
Design Research ◽  
Positive Influence ◽  
Primary Data ◽  
Coefficient Of Determination ◽  
Quality Service ◽  
Positive Correlation

The purpose of research is: 1. Description of product quality, service quality, customer loyalty and customer satisfaction on Lathe Workshop Sisam Pematangsiantar. 2. The influence of product quality and service quality againts customer satisfaction on Lathe Workshop Sisam Pematangsiantar simultaneously. 3. The influence of product quality and service quality againts customer satisfaction on Lathe Workshop Sisam Pematangsiantar partially. 4. The influence customer satisfaction againts customer loyalty on Lathe Workshop Sisam Pematangsiantar. Design research is the research library and field research. The data type used is qualitative and quantitative and data. Data sources are primary data and secondary data. The population in this research is the customer Lathe Workshop Sisam Pematangsiantar of 40 people. Data collection is done with the interview, questionnaire and the documentation. Analytical techniques used was multiple linier regression analysis and simple, correlation coefficient, coefficient of determination, and hypothesis testing.Research result can be summed up as follows: 1. Description of product quality are very well,  well service quality, customer satisfaction  satisfied and customer loyalty well. There is a positive influence between product quality and service quality toward customer satisfaction evidenced by the regression Ŷ = 3,781 + 0,180 X1 + 0,256 X2. 2. There is a positive influence between customer satisfaction toward customer loyalty evidenced by the regression Ŷ = 5,987 + 1,157 X 3. There is moderately high and positive correlation between product quality and service quality with customer satisfaction evidenced by r = 0,821 and R Square = 0,674. There is high and positive correlation between customer satisfaction with customer loyalty is evidenced by the r = 0,816 and R Square = 0,670. 4. The results of the hypothesis H0 is rejected, meaning that product quality and service quality a positive and significant effect against the customer loyalty with the customer satisfaction simultaneously intervening variables as well as partial. Keyword: product quality, service quality, customer satisfaction and customer loyalty.

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