Costumer Satisfaction Research Articles

The The Influence Of Service Quality, Brand Trust And Customer Perceived Value On Costumer Satisfaction Study Of Amaris Hotel Customer In Indonesia

The hotel business can grow rapidly quantitatively by capturing the market in the tourism sector which continues to grow very rapidly. A hotel company will be able to compete and win market share if the hotel is able to provide good quality products and services. This study investigates the correlation between service quality, brand trust, customer perceived value, and their collective influence on customer satisfaction, focusing study of Amaris Hotel Indonesia. Drawing upon a comprehensive review of literature and employing a quantitative research approach, data were collected from a sample of hotel customers through structured surveys. Utilizing advanced statistical techniques such as regression analysis, the study examines the influence of service quality, brand trust, customer perceived value on customer satisfaction. Target included Amaris Hotel Indonesia customers. A total of 272 valid questionnaires were collected and verified with PASW Statistics 18. The conditions were: Service quality positive and significant impact on customer satisfaction. Brand trust has a positive and significant impact on customer satisfaction. Customer perceived value positive and significant impact on customer satisfaction. This indicates that customers who perceive higher service quality, exhibit greater trust in the hotel brand, and perceive greater value are more likely to be satisfied with their hotel experience. Additionally, this study reveals distinct interactions and moderation effects among these variables, highlighting the complex dynamics underlying customer satisfaction in the hospitality industry. These insights contribute to both theoretical understanding and practical implications for hotel managers seeking to enhance customer satisfaction in a highly competitive market environment.

Analisis Strategi Pemasaran Serta Tingkat Kepuasan Konsumen Kentucky Fried Chicken (KFC)

This study aims to determine the marketing strategy and the level of consumer satisfaction with the products of the transnational company kentucky fried chicken (KFC). Data collection is done online, questionnaires are distributed to consumers who have visited KFC in West Java. The analysis method used is Important Performance Analysis (IPA) and Costumer Satisfaction Index (CSI). The results of this study indicate that Kentucky Fried Chicken (KFC) has carried out the 7P marketing strategy (Product, Place, Price, Promotion, People, Process, Physical Evidence) in West Java well, as evidenced by the calculation of CSI and IPA that has been done. From the CSI value of 81.36 located in the range of 80% - 100% which indicates that the level of consumer satisfaction with KFC is classified as "Very Satisfied". Based on IPA, KFC needs to do product differentiation, which makes the food products it sells have their own characteristics.

The Implementation of Khyar in Online Purchase and in Increasing Costumers Satisfaction

This research aims at encouraging students to implement khyar in online transactions and creating its’ application model in order to obtain costumers satisfaction. The research was initiated due to the development of common online purchase and transactions whose applications are different from that of khyar. This can also potentially cause the business to lose its’ element of spiritual blessings and be susceptible to fraud and loss on the side of the costumers. The crucial issue found in the research is that what students learn at schools or campus in theories are not in line with what the application of kyar in real life. The nature of the research is descriptive and qualitative and its’ object is the implementation of khyar in online purchase and its’ data source is taken from students of the Faculty of Islamic Business and Economy who make online purchase and transactions. The instruments of research are observations, interviews and field records and data tabulation techniques used are editing, descriptions and interpretations. The result of the research shows that the conceptual implementation of the khyar is agreed upon by all of the students except for five of them. There are vendors who sold their products over someone else’s bargain and there are those who denied products return while according to Islam that practice should be allowed under the ruling of khyar.

Pengaruh Brand Awareness dan Brand Ambassador terhadap Loyalitas Konsumen Melalui Kepuasan Konsumen Sebagai Variabel Intervening: Studi pada Konsumen Air Minum Crystalin di Kota Gresik

This research aims to determine and analyze the influence of Brand Awareness on Costumer Satisfaction, the influence of Brand Ambassadors on Costumer Satisfaction, the influence of Brand Awareness on Costumer Loyalty, the influence of Brand Ambassadors on Costumer Loyalty, the influence of Costumer Satisfaction on Costumer Loyalty, the influence of Brand Awareness on Costumer Loyalty through Costumers Satisfaction, the Influence of Brand Ambassadors on Costumer Loyalty through Costumer Satisfaction. The population of this research is Crystalin drinking water Costumers who live in Gresik. The sample used was 100 taken using purposive sampling technique. Data analysis in this research used SEM-PLS with SmartPLS software version 4.0. The research results show that Brand Awareness (X1) has a significant effect on Costumer Satisfaction (Z). Brand Ambassador (X2) has a significant effect on Costumer Satisfaction (Z). Brand Awareness (X1) has a significant effect on Costumer Loyalty (Y). Brand Ambassador (X2) has no significant effect on Costumer Loyalty (Y). Costumer Satisfaction (Z) has a significant effect on Costumer Loyalty (Y). Brand Awareness (X1) has a significant effect on Costumer loyalty (Y) through Costumer Satisfaction (Z). Brand Ambassador (X2) has a significant effect on Costumer Loyalty (Y) through Costumer Satisfaction (Z).

DETERMINE FACTORS AFFECTING CUSTOMER LOYALTY IN BIMBINGAN BELAJAR PT. FADHIL KREATIF KOMUNIKA/SNS USING BINARY LOGISTIC REGRESSION BINER

One of the problems that are often faced by tutoring institutions is student stop studying. This isi a serious proplem for a tutoring institution, including the Tutoring Institute PT. Fadhil Kreatif Komunika/SNS. This problem is greatly reduces the number of profits. There are factors that influence the studens of these tutoring institutions to stop studying. One of them is to Customer Loyalty. The purpose of thid research is to find the factors that influence customer loyslty in tutoring institute PT. Fadhil Kreatif Komunika/SNS. The research method is the binary logistic regression. The factors examined in this research are Service Quality, Costumer Satisfaction, Price and Tutor Competence. And the result of the analysis with α = 0,05 obtained a chi-square value of 122,802. Based on the the result of the Wald Test, the significant values was obtained greater than 0,05 on the variables of Service Quality and Tutor Competence, and the signigicant values was obtained less than 0,0t on the variables of Customer Satisfaction and Price. This means that there are variables that have a positive anf significant effecr on Customer Loyalty at PT. Fadhil Kreatif Komunika/SNS that is Customer Satisfaction and Price.
 

The Influence Of Service Quality And Facilities On Customer Satisfaction Staying At Hotel Neo Temple Simpang Lima Semarang

This study takes the title effect of service quality and facilities on costumers satisfaction at the Neo Candi Hotel Simpang Lima Semarang. The purpose of this study was to analyze the effect of service quality and facilities on customers satisfaction.This research design uses research quantitative methods. The data analysis technique uses analysis of validity, reliability, linear . regression analysis, t test and F,coefficient of determination(R2 )test through the SPSS application. It has a significant effect on customers satisfaction . the result of this study indicate that service quality(X1), facilities(X2), have a significant effect on customer saticfaction(Y).Based on multiple regression test , from the two ciefficient values of the independent variables (Service quality and facilities) that mostinfluence on the dependent variable (costumers satisfaction) is the facilities that is equal to 0.799

PENGARUH KUALITAS LAYANAN TERHADAP LOYALITAS PELANGGAN MELALUI KEPUASAN PELANGGAN PADA ANAK NEGERI TOUR TRAVEL CIAMIS

In this area service is very important with many people who use it to travel far or near or just send package, in this regard, many accommodation or tour & travel service providers, ranging from small businesses to large industries. Management can increase the competitiveness of a business by maximizing service delivery. The purpose of this study was to determine and analyze : 1) the effect of service quality on costumer loyalty 2) the effect of service quality on costumer satisfaction 30 the effect of costumer satisfaction on costumer loyalty 4) the effect of service quality on costumer loyalty through costumer satisfaction. This type of research is quantitative research using questionnaires as a data collection technique. This research was conducted on the ciamis tour & travel children. The population in this study were all costumer who had used tour & travel service with a sample of 100 respondents using a purposive sampling technique. Data analysis used path analysis with the help of SPSS 22 software. The results showed 1) there was a significant effect of service quality on costumerloyalty, 2) the was a significant effect of service quality on costumer satisfaction, 3) there was a significant effect of costumer satisfaction on loyalty costumer, 4) there is a significant influence of costumer satisfaction a mediating variable of service quality on costumer loyalty

PENGARUH KUALITAS PELAYANAN PUBLIK TERHADAP KEPUASAN PELANGGAN DI PERUSAHAAN DAERAH AIR MINUM (PDAM) TIRTA PATRIOT KOTA BEKASI

This research titled The Effect of Public Service Quality Towards Costumer Satisfaction in PDAM Tirta Patriot Kota Bekasi. Based on the problem about costumer satisfaction about this matter with service quality that has not optimal yet. The purpose of this research was to know tangible, responsiveness, reliability, assurance and emphaty effects towards satisfaction of PDAM’s costumer in Kota Bekasi. This research used survey method with the population is all costumer of PDAM Tirta Patriot Kota Bekasi with total sample 395 costumers. Data collection technique that used in this research was random sampling. Analysis technique using correlation coefficient technique, with test T and test F using SPSS software. The result of this research shows that physical evidence (tangible) has positive and significance effects towards satisfaction of PDAM Tirta Patriot Kota Bekasi costumers. Responsiveness has positive and significance effects towards satisfaction of PDAM Tirta Patriot Kota Bekasi costumers. Reliability has positive and significance effects towards satisfaction of PDAM Tirta Patriot Kota Bekasi costumers. Assurance has positive and significance effects towards satisfaction of PDAM Tirta Patriot Kota Bekasi costumers. Emphaty has positive and significance effects towards satisfaction of PDAM Tirta Patriot Kota Bekasi costumers.

Pengaruh Automatic Teller Machine Dan Mobile Banking Terhadap Kepuasan Nasabah

This research is motivated by the rapid internet users. This is due to the increasing needs of the community. One of the people's needs for internet users is the need for bank facilities that can facilitate people in transacting. With good quality bank facilities can affect customer satisfaction.
 The purpose of this study was to determine (1) the effect of the Automatic Teller Machine (ATM) on customer satisfaction at Bank BRI Baranangsiang Branch, Bogor City. (2) The influence of Mobile Banking on customer satisfaction at Bank BRI Baranangsiang Branch, Bogor City. (3) The effect of Automatic Teller Machine (ATM) and Mobile Banking services on customer satisfaction at Bank BRI Baranangsiang Branch, Bogor City. The purpose of this research is to examine the significant effect of Automatic Teller Machine and Mobile Banking on Customer Satisfaction at Bank BRI Baranangsiang Branch, Bogor City, partially (individually) or simultaneously (together).
 The result of this study shows that partially Mobile Banking had positive and significant effect on customer statisfaction. Automatic Teller Machine (ATM) have a positive and significant effect on customer statisfaction. And simultaneously Mobile Banking and Automatic Teller Machine (ATM) have a positive and significant effect on customer statisfaction.The number of respondents in this study amounted to 100 respondents. The data in this study were collected using IBM SPSS Statistics 25. This study used a quantitative approach. Sampling by simple random sampling method. The data used are primary data obtained from the results of filling out the questionnaire. The data collection technique used is a questionnaire. In this study using multiple linear regression analysis method by fulfilling the classical assumption test. The results showed
 
 Keyword : Automatic Teller Machine, Mobile Banking and Costumer Satisfaction

Intention to Saving of Z Generation at Islamic Bank in Bandung Raya

A phenomenon the low number of customers using Islamic banking compared to conventional banking in Indonesia, where the majority of the population is a Muslim. Then, potential islamic bank customer groups are students or people with an age range between 18 to 24 years, which is the potential of West Java Province as the largest population of Z generation. The research objective to analyze the factors that influence individual behavioral intentions to saving in islamic bank by using the Theory of Planned Behavior (TPB). 100 questionnaires were distributed to people belonging to the Z generation category in Bandung Raya. Data from the questionnaire were analyzed using structural equation modeling (SEM). Results explain there is a positive effect of intention on saving behavior, positive effect of subjective norms on intention, positive effect of PBC on intention, the effect of religiosity on intention, and positive effect of costumer satisfaction on saving behavior.

Analysis of Factors Affecting Customer Satisfaction on PLN Mobile Users at PLN Tanjungpandan Customer Service Unit

The PLN Mobile application is an application that can be used by smartphone devices that aim to provide services for PLN customers through digital media. The presence of the PLN mobile application is expected to increase customer satisfaction. This study aims to determine customer satisfaction factors, especially for PLN Mobile Application users. This study uses five variables, namely application reliability, interface display, complaints menu, and service response speed as independent variables, and customer satisfaction as the dependent variable, using multiple linear regression analysis. The method used in the study is using multiple linear regression. The results showed that the four independent variables could explain 93.4% of the dependent variable. In contrast, the remaining 6.6% was explained by other variables not included in this study. The independent variables X1 and X3 partially affect the dependent variable Y. In contrast, the independent variables X2 and X4 do not partially affect the dependent variable Y. The four independent variables together influence customer satisfaction variables. The empirical results of this study are higher level of application reliability and complaint menu, the higher the costumer satisfaction of PLN Mobile users.

Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pada PT. Sumber Alfaria Trijaya Tbk.

It employed a quantitative approach with a survey research method. The data used were primary data obtained from distributing questionnaires to customer at PT. Sumber Alfaria Trijaya Tbk, Dumoga Timur Subdistrict, Bolaang Mongondow Regency, with a total sample of 32 respondents. The research finding depicted that service quality had a positive and significant effect on costumer satisfaction, which meant that the better the service quality provided by PT Sumber Alfaria Trijaya Tbk, Dumoga Timur Subdistrict, Bolaang Mongondow Regency, the better the costumer satisfaction who shop at the company. The coefficient of determination research was equal to 74.3% which meant that the variability of customer satisfaction could be explained by the service quality of 74,3%.

KUZEY KIBRIS TÜRK CUMHURİYETİ'NDEKİ DÜŞÜK MALİYETLİ TAŞIYICILARIN MÜŞTERİ HİZMET BEKLENTİLERİ VE HİZMET KALİTESİ ALGILARI ÜZERİNE KARŞILAŞTIRMALI BİR ARAŞTIRMA

Bu çalışma, KKTC'ye uçan havayollarının yolculara sunduğu hizmetleri yolcular açısından değerlendirmeyi amaçlamıştır. KKTC merkezli bir havayolunun olmaması, Türkiye merkezli Low Cost Carrier modeliyle uçan iki havayolunun pazara hakim olmasına neden olmuştur. Sektörde sadece bu iki havayolunun verdiği hizmetler baz alınarak bir değerlendirme yapılmış ve bu havayollarıyla uçuş tecrübesi olan 402 yolcuya anket uygulanmıştır. Ankette toplam 44 soru oluşturulmuş olup bu soruların 22'si hizmet beklentisini, diğer 22'si ise hizmet algısını ölçmek için tasarlanmıştır. Yolcuların hizmet beklentileri ve algıları Servqual Ölçeği yöntemi ile analiz edilmiştir. Elde edilen sonuca göre müşterilerin hizmet algısı müşteri beklentilerinin altında kalmıştır. Havayollarının müşteri memnuniyetini sağlayabilmesi için hizmet kalitesini gözden geçirmesi ve hizmet kalitesini artıracak önlemler alması gerekmektedir.
 
 
 This study aimed to evaluate the services offered to passengers by airlines flying to the TRNC in terms of passengers. The absence of an airline based in the TRNC has caused two airlines to dominate the market, flying with the Turkey-based Low Cost Carrier model. An evaluation was made on the basis of the services provided by only these two airlines in the sector, and a survey was conducted on 402 passengers who had flight experience with these airlines. In the survey 44 question were generated; 22 of these questions were designed to measure service expectation and the other 22 were designed to measure service perception. The service expectations and perceptions of the passengers were analyzed with the Servqual Scale method. According to the result, service perception of customers remained below customer expectations. Airlines need to review their service quality and take measures to improve service quality in order to make costumer satisfaction.

Effect Of Customer Satisfaction, Marketing Mix, And Price In Astana Anyar Market Bandung

The purpose of this study was to determine the impact of marketing mix, price and customer experience on customer satisfaction at Pasar Astana Anyar Bandung. The examination procedures used in this study are validity and reliability tests, classical assumption tests, multiple linear regression analysis, t-test, determination analysis and f-test. The results of the review show that the promotion mix affects customer satisfaction at Pasar Astana Anyar Bandung. From the test results with the T test shows that the marketing mix has a significant effect on customer satisfaction. Prices affect customer satisfaction at Astana Anyar Market Bandung. From the test results with the T test shows that the price affects customer satisfaction. Customer experience influences customer satisfaction at Astana Anyar Market Bandung. From the test results with the T test shows that customer experience affects customer satisfaction. Judging from the f-test, it is found that F-count > F-table is 212,297 > 3.12, this shows that the marketing mix, price and customer experience basically affect customer satisfaction with a sig level. big. 0.000 < 0.050. is significant of costumer satisfaction

ANALYSIS of the QUALITY of mobile banking SERVICES and their EFFECT on costumer satisfaction

Industri perbankan berkembang pesat dengan memanfaatkan e-banking sebagai sarana yang efisien dan sesuai untuk memuaskan nasabah. Layanan perbankan online adalah layanan umum yang disarankan oleh bank umum untuk memberikan layanan yang lebih cepat dan lebih dapat diandalkan bagi pelanggan. Dengan kemajuan teknologi yang pesat, e-banking telah dimanfaatkan untuk menyerap pelanggan dan melakukan transaksi perbankan. Namun, masalah utama dengan e-banking adalah memuaskan pelanggan yang sekarang menggunakan Internet banking. Kepuasan nasabah merupakan faktor penting dalam membantu bank untuk mempertahankan keunggulan kompetitifnya. Oleh karena itu, penelitian ini bertujuan untuk mengkaji faktor-faktor yang mempengaruhi kepuasan nasabah terhadap layanan e-banking. Empat faktor yang dapat mendorong kepuasan nasabah terhadap e-banking adalah layanan cloud, keamanan, e-learning, dan kualitas layanan. Penelitian ini menggunakan metode pemodelan persamaan struktural untuk mengevaluasi model kausal dengan validitas dan reliabilitas model pengukuran. Model penelitian dianalisis berdasarkan data yang dikumpulkan dari kuesioner menggunakan SMART PLS 3.2. Hasil penelitian menunjukkan bahwa layanan cloud, keamanan, e-learning, dan kualitas layanan adalah empat faktor signifikan yang mempengaruhi kepuasan pelanggan dalam menggunakan layanan Internet banking.
 
 
 Abstract
 The banking industry is rapidly developing to utilize e-banking as an efficient and suitable tool to satisfy cus tomers. Online banking service is the general service suggested by customary banks to provide faster and more reliable services for customers. With fast technology improvement, e-banking has been utilized to absorb sub scribers and conduct banking transactions. Still, the major problem with e-banking is satisfying customers who are now using Internet banking. Customer satisfaction is a significant factor in helping banks to keep their competitive advantage. Therefore, the present investigation aims to examine the factors influencing the satis faction of customer with e-banking services. Four factors that can drive customer satisfaction towards e-banking are cloud services, security, e-learning, and service quality. This study has utilized the structural equation modeling method to evaluate the causal model with the measurement model’s validity and reliability. The research model is analyzed based on the data which are collected from the questionnaires using SMART PLS 3.2. The results have shown that cloud services, security, e-learning, and service quality are four significant factors influencing customer satisfaction in using Internet banking services
 
 Kata Kunci : Kualitas Layanan, Mobile Banking, Kepuasan Nasabah

ANALISIS PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH BANK SYARIAH INDONESIA

The purpose of this research is to study and analyze the influences of The Quality of Service on the Costumer Satisfaction of PT Bank Syariah Indonesia. The Quality of Service in this research uses five variables, which are: tangible, reliability, responsiveness, assurance and empathy have relationship with Customer Satisfaction. In this research, Multiple regression of technical analysis is applied. To test the impact, F test is applied and to test the partial influence, t test is applied at significant level 0,05. The number of samples used for this analysis are 100 customers of PT Bank Syariah Indonesia. The result of this research also simultaneously that the Quality of Service (e.g., tangibles, reliability, responsiveness, assurance and empathy) has a positive effect and significant to the Customer Satisfaction. While partially only responsiveness and assurance variables has an effect with customer satisfaction, while tangibles, reliability and empathy does not has an effect with customer satisfaction.

PENGARUH KUALITAS PRODUK DAN PELAYANAN TERHADAP KEPUASAN KONSUMEN (STUDI PADA CARREFOUR LEBAK BULUS - JAKARTA)

Costumer satisfaction is the main for hypermarket employees to give the best quality of service. Then every costumer wants to expense more for service quality which can make happy the customer to be served as at their home. Customer service could be seen after the customers use the product of service. With other word, customer satisfaction is after service evaluation or evaluation after comparing what they feel with their hope. The research aim is to know “product quality affect and service quality to customer satisfaction (Study on Carrefour of Lebak Bulus, Jakarta.
 The research result show that affect variable of product quality and service quality affect significantly to customer satisfaction of Carrefour of Lebak Bulus. T test result take thitung value accepted at 5% significant, quality service variable affects dominantly to customer service comparing with product quality variable. T test result take thitung value for quality service variable (7.444) more than thitung value product quality variable (3.308) at significant of 5%.

PENGARUH KUALITAS PRODUK DAN KEPUASAN PELANGGAN TERHADAP LOYALITAS MAHASISWA PROGRAM STUDI MANAJEMEN

This study aims to determine the effect of product quality and costumer satisfaction on student loyalty. This type of research is quantitative research sample of 78 students majoring in management on the campus of STIE "KBP" Padang using non probability samping by selecting research objects that are selective with determining several criteria. Analysis of the data used is multiple linear regression analysis, classic assumption test, and hypothesis testing. The results showed that product quality variables and costumer satisfaction affect consumer loyalty. The conclusion is that the better quality of the product and also if the costumer satisfaction level is high, it will increase student loyalty on using Xiaomi Smartphone products

Dampak Citra Merek dan Harga terhadap Kepuasan Konsumen (Study Kasus Keisya Laudry di Kota Jambi)

This study aims to purpose and analyze the impect of brand image and price on costumer satisfaction (case study of Keisya Laundry in Jambi City). This type of research used is descriptive quantitative .Researchers use SPSS 16 to test the research . The sample used in this study is the result of a questionnaire totaling 100 consumer of Keisya Laundry as primary data and secondary data obtained from documentation and filling out a questionnaire. The results of the partial test obtained are,brand image not impact on consumer satisfaction. Based on the simultaneous test of variables brad image (x1) and price (X2) simultaneously impact on consumer satisfaction (y).

Patient Satisfaction, Perception-Expectation Gap, and Costumer Satisfaction Index in Annual Survey 2021 at Dr. Soetomo General Academic Hospital

Highlights: Customers expectations at Dr. Soetomo General Academic Hospital has a higher quality of service. The handling of complaints has a low performance on the quality of services at Dr. Dr. Soetomo General Academic Hospital. Improving service quality requires improvements in efficient complaint handling. Abstract: Service quality is essential in health institutions that can affect patient satisfaction and loyalty. The growth in the number of patients at Dr. Soetomo General Academic Hospital, Surabaya, Indonesia, triggered the diversification of services that require periodic quality control. This study aimed to investigate the performance of 31 departments/units in the hospital, the level of customer satisfaction with services provided, and factors that could influence satisfaction. A survey about service performance, perception, and expectation of services was carried out in 31 departments/units using questionnaires from August to October 2021. Convenient respondents consisted of 2121 patients and their families aged >15. Questionnaire items assessed performance, perceptions, and expectations of health services using the SERVQUAL method. Statistical Package for the Social Sciences (SPSS) software was used to perform an analysis of the results of the measurement and the difference in responses between demographic groups of respondents (p<0.05 was significant). The mean performance score was 92.86, and the gap between their perception and expectation averaged -0.23. Customers' expectations of the provider's competence were met, and its performance was perceived to be the best. Meanwhile, handling complaints was perceived as having the lowest performance, while customers’ satisfaction over it had not been met. The results showed that the hospital could still not fully meet some of the customer expectations, with immediate improvements needed in handling complaints.