Costumer Satisfaction Research Articles

PENGARUH COSTUMER EXPERIENCE TERHADAP WORD OF MOUTH YANG DIMEDIASI OLEH COSTUMER SATISFACTION

customer experience marketing is important to learn because changes in the behavior of customers who do not only see the product or service not only from service or from the quality of the product or service but more than that, namely experience, the experience must be unforgettable and positive. This study aims to predict the effect of customer experience on word of mouth either directly or indirectly using a mediating variable, namely customer satisfaction, this study uses an instrument, namely a questionnaire distributed to 100 customers of Bank Mandiri Syariah Jombang. and the results of the study show that the variable customer experience has a direct and indirect effect on word of mouth through customer satisfaction, and the variable costumer satisfaction directly affects word of mouth

Evaluasi Pelayanan Penumpang (Studi Kasus: Pelabuhan Dili Timor Leste)

Timor-Leste as a new country has various efforts to advance the country itself, one of which is the achievement is to build several ports in three locations, because for the time being it still mandates one port located in the center of Dili city, namely; "Porto Dili", (port of Dili). Porto Dili port has 2 docks, passenger docks and container docks, facilities at Porto Dili port are inadequate such as the absence of counters for passenger tickets, waiting rooms, passenger toilets and one of the docks has a dual function, namely the loading and unloading of containers and as a passenger dock, this research is expected to realize good service quality in accordance with the needs and desires of its customers which leads to customer satisfaction. This study uses the Costumer Satisfaction Index (CSI) method The satisfactory CSI value is 80% while based on the results of research conducted in porto dili passenger terminal get a CSI value is 26%, this shows if the service on sea public transportation in porto dili port is not good and has not satisfied passengers.

PENGARUH DIMENSI KUALITAS PELAYANAN RITEL TERHADAP KEPUASAN PELANGGAN DAN LOYALITAS PELANGGAN

This study aims to examine the Physical Aspects, Personality Interaction, Problem Solving, mediated by Customer Satisfaction against Customer Loyalty. The data used in this study used data obtained from questionnaires distributed to customers at Mirota Campus, DI Yogyakarta. The number of questionnaires distributed in this study to 220 respondents. The research data were analyzed using multiple linear regression analysis using the SPSS 25 program. The results of this study indicate (X1) Physical Aspects not have a positive effect on (Z) Customer Satisfaction. (X2) Personality Interaction has a positive effect on (Z) Customer Satisfaction. (X3) Problem Solving has a positive effect on (Z) Customer Satisfaction. (Z) Customer Satisfaction directly has a positive effect on (Y) Customer Loyalty. (X1) Physical Aspects through (Z) Customer Satisfaction has a significant influence on (Y) Customer Loyalty. (X2) Personality Interaction through (Z) Customer Satisfaction has a significant influence on (Y) Customer Loyalty. (X3) Problem Solving through (Z) Customer Satisfaction has no significant effect on (Y) Customer Loyalty and service quality mediated by costumer satisfaction (Z) on costumer loyalty (Y) has a positive effect.

Customer Satisfaction on Yamaha Motorcycles: A Study of Product Differentiation and Brand Reputation

This study aims at analyzing the effect of product differentiation and brand reputation on customer satisfaction of Yamaha motorcycle products. To collect data, questionnaires were distributed to 100 respondents selected through accidental sampling method. Meanwhile, descriptive and verification testing methods were used to analyze the collected data. Besides, multiple linear regression was also used to construct the variables, namely product differentiation (X1), brand reputation (X2), and customer satisfaction (Y). As results, this study found that product differentiation and brand reputation have a significant effect on costumer satisfaction

Costumer Satisfaction On Wedding Organizer During The Covid-19 Pandemic (Adinata Wedding Organizer Case Study)

This study aims to determine the influence of people, process, and physical evidence on costumer satisfaction at adinata wedding organizers during the covid-19 pandemic. This type of research is associative research. with the form of research is a quantitative approach. the sampling technique used purposive sampling, the respondents of this study were contumers who used the services of a wedding organizer from March 12, 2020 to June 12, 2021 with a total sample of 40 respondents. Data collection techniques using the method of observation and questionnaires. The research instrument used in this study was a questionnaire (Questionnaire). The data analysis technique in this study uses multiple linear regression, partial T test and simultaneous F test, the data is processed using the SPSS 26 program. The results of this research show that there is no significant effect of people on costumer satisfaction, while process has a significant effect on customer satisfaction. and physical evidence has a significant influence on contumer icon satisfaction in choosing Adinata wedding organizer services during the covid-19 pandemic.

Analysis of Factors Affecting Customer Satisfaction at PT.OSO Gallery

This study aims to identify factors affecting costumer satisfaction in PT.OSO sekuritas cabang galeri Universitas MH. Thamrin and describe it based on customer perceptions. This research uses qualitative approach with case study strategy. Data collection techniques used are interviews, observation, and document review. The participants of this study 25 customer with different background (student or employee). The result of study shows that factors affecting costumer satisfaction in PT.OSO sekuritas cabang galeri Universitas MH. Thamrin Branch are the excellent of the relationship between the employee and the costume, accurancy in satisfying customer desires or demand and adequate facilities in the investment gallery. This strategy will always improved by the employees to provide customer satisfaction in the long term.

Analysis of Product Variation, Quality of Service and Their Effect on Customer Satisfaction

Purpose: This research aims to determine the effect of either partially or simultaneously of the variable product variation and service quality on customer satisfaction
 Design/methodology/approach: The data used of primary data which obtained by questionnaire, observation, interview and documentation methods. The sample is 96 customers done by accidental sampling method. The data analysis tool used multiple linear regression model, while hypothesis testing was done by F test and t test at five percent alpha
 Findings: The result reveal that the product variation and service quality had a significant simultaneous and partial effect on customer satisfaction, furthermore there is evidence the strong relationship between the variables of product variation and service quality with customer satisfaction
 Research limitations/implications: This research is only carried out in one company as the object of research. Further researchers can conduct research from several companies so that the study results can be generalized
 Practical implications: The results of this study will provide to the management and the company in increasing profitability through consumer satisfaction. The results of the study also provide theoretical implications as a reference in costumer satisfaction.
 Originality/value: Determine the effect of product variations and service quality either simultaneously or partially on customer satisfaction.
 Paper type: Research paper

Pengaruh Kualitas Pelayanan Dan Store Atmosphere Terhadap Kepuasan Pelanggan KFC

This study animed to examine the effect of simultaneous and partially service quality and store atmosphere on costumers satisfaction KFC Singaraja. The research design of this research used casual quantitative research. The subject of this research is the customers of KFC Singaraja, and the object of this research is the service quality, store atmosphere and customers satisfaction. The sample collection technique uses in this research is purposive sampling. The sample of this research involved 105 respondents. The instrument used in data collection was a questionnaire and the data analysis technique used was multiple liniear regression analysis. The result of this research indicate that (1) service quality and store atmosphere have a significant effect on costumer satisfaction. (2) service quality has positive and significant effect on costumers satisfaction. (3) store atmosphere has positive and significant effect on costumers satisfaction.

The Influence of Marketing Mix on the Customer Satisfaction of Moringa Leaf Tea

Marketing success is supported by the process of selecting the right product, good distribution channels, reasonable prices, and an effective promotion called Marketing Mix. Marketing Mix elements have to support each other in order to achieve marketing goals in order to achieve customer satisfaction. The objectives of this research are to analyze the Marketing Mix (product, price, place, promotion) and customer satisfaction of Moringa leaf tea and to analyze the effect of marketing mix on costumer satisfaction of Moringa leaf tea. The determination of the research location was based on the consideration that Blora Regency has a Moringa plantation and Moringa leaf tea processing factory. The research was conducted in January - February 2020. This research is a case study. The number of respondents was 110 respondents which selected using the quota method. The sampling method used was accidental sampling. Data collection was done by interview, observation and literature study. The data analysis used was descriptive analysis and multiple linear regression analysis. The results of the study are: product variables received unfavorable responses, price and place variables received good responses, promotion variables received bad responses and customers were satisfied. Product, price, place and promotion simultaneously affect customer satisfaction of Moringa leaf tea with a significant level of 0.000. The t-test results are significant on the price and place variables, while the product and promotion variables are not significant. Future research isexpected to analyze the level of customer satisfaction.

Analisis Posisi Kepuasan Konsumen Dan Faktor-Faktor Yang Mempengaruhinya (Studi Kasus Pada Restoran Kentucky Fried Chicken Galeria Mall, Yogyakarta)

Analysis of Costumer Satisfaction Position and It’s Influenced Factors (a Case Study on Kentucky Fried Chicken Restaurant Galeria Mall, Yogyakarta. Supervised by and This research aims lo analyze the costumer satisfaction position of KFC Restaurant Galeria Mall, Yogyakarta and to analyze the influence of product, place, promotion, human resources, physical facilities, and the process to customer satisfaction of KFC Restaurant Galeria Mall Yogfakarta. Data obtained from interviews, observation, recording, and questionnaires sample with I00 respondents, Sampling method using non-probability sampling, and analisys techniques using likert scale, cartesius diagram and regression. The results of this research are the consumer satisfaction position of Kentucky Fried Chicken restaurant Galeria mall, Yogyakarta is located at the position Pertahankan Prestasi (kuadran B).The influence of marketing to the customer satisfaction of restaurant Galeria Mall, Yogyakarta. Key word: product, place, promotion, human resources.

Analisis Kepuasan Pelanggan Terhadap Keputusan Pembelian Beras Berlabel

This research aims to : 1) know the influence of simultaneous (shared) between the variable of customer satisfaction toward the purchasing decisions, 2) know whether the customer satisfaction are the variables that influence the purchase decision of partially, 3) know the variable of customer satisfaction dominated of the rice purchases labeled. This research was conducted in Toko Dua departement store for five months, from May to September 2013. Analysis used are Linear Regression Multiple, accidental sampling method based on the total sample are 66 respondents.
 The results showed that the results of the test simultaneous (F) indicating that Fcount (2,824) > Ftable (2,37); so it is concluded the variable of costumer satisfaction simultaneously and significant to affect of the decision to buy. Partial assay results test (t) indicating that variable, among five namely the quality of the product the prices of emotional factors and charges; that significantly affect customers in a decision to buy rice labeled is variable fee; it showed that t count (2,698) > t table (1,669). The results of the test determinan (R) indicating that variable of customer satisfaction having value domination 19,1 % of the decision of the purchase, the remaining 80,9 % influenced by other factors outside of a operation variable.

PENGARUH PELATIHAN DAN KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN PADA GIANT EKSTRA SEMPU KOTA SERANG

The aim of the research title was to know whether the training influence and service quality effect to consumer satisfaction in Giant Ekstra Sempu Serang city. The hypothesis test used description quantitative method. The population of this research was consumers who shop at Extra Giants Sempu Serang city by the amount 800 people, in taking the samples using Slovin formula found 89 people. To get the data, this study used observation, distributed questionnaires and interviews. The data analysis technique used for processing the data was likert scaale and was assisted by SPSS 24 tool, therefore from research results could be seen the correlation coefficient value between training grades and service quality on consumer satisfaction was 0,827 (very strong), the coefficient of determination was 0,823 or 82,7%, that described the value of training (X1) and service quality(X2) contributed for 82,7% to costumer satisfaction (Y), while the remaining of 17,3% was influenced by other variables out of this study. The results of this study showed (1) there was a positive and significant effect the value of training on costumer satisfaction at 3,015, (2) there was a positive and significant influences quality of service to customer satisfaction at 4,485, (3) there was a positive and significant influence of the value of training and simultaneous service quality on customer satisfaction at 205,647

Kualitas Pelayanan dan Fasilitas Mempengaruhi Kepuasan Konsumen di Bandar Udara Notohadi Negoro Jember

Transportation is a means that acts as a support, impetus and driving force. So thatpeople are more selective in choosing something, because people want servicesand facilities that exceed consumer expectations. This study aims to determine theeffect of service quality and facilities on customer satisfaction at Notohadi NegoroAirport, Jember. This study use two independent variables, namely the qualityservice and facility with a dependent costumer satisfaction. After a literaturereview and a hypothesis, the data for this study was collected through questionnaires with a total of 100 respondens who used the services of NotohadiNegoro Jember Airport as a research sample. The sampling technique used waspurposive sampling. The methods of data analysis used quantitative analysis,validity test, reliablity test, the multiple regression analysis, t test, f test, and test ofdetermining factor.The result of this study indicate that they are valid and reliable.In the hypothesis test, quality service and facility have a significant positive effecton customer satisfaction. The result of the test of the determining coefficient in thisstudy obtained a determining value of 0,168 which means that the amplitude of theinfluence of the variables quality service and facility on the satisfaction variable is16,8%.

The Effect of Product Quality, Service Quality, and Product Price on Customer Satisfaction in Shopee

This study aims to determine the effect of product quality, service quality, and product price on costumer satisfaction in shopee. Times are getting more advanced and developing so that people's lifestyle will also be more instantaneous. One of the online shopping sites that are widely used by Indonesians is shopee. Shopee is one of the most popular e-commerce in Indonesia. E-commerce like shopee makes it easier for people to find the product they want, shop, sell, and transact using only their cellphones. This type of research is quantitative research with the population is shopee users who always shop at Shopee e-commerce and are> 15 years old. The sample in this study were 102 respondents. The sample collection technique used in this study is a non-probability sampling technique. The data was collected using a questionnaire that was processed using SPSS version 24. The results of this study indicate that product quality, service quality, and price greatly influence customer satisfaction at shopee, so that later they can be included in developing better strategies in the future.

Effect of Service Quality, Tariff Perception and Brand Image Toward Costumer Satisfaction

The main objective of this study was to understand the effect of service quality, price perception, and brand image on customer satisfaction at an Old Man Barbershop haircut business from 2019 to 2020, totaling 700 customers. To facilitate data collection, we used a sample of 100 people as a correspondence obtained through a purposive sampling technique. Meanwhile, our data analysis method used multiple linear regression analysis. The results of the multiple linear regression analysis show that service quality, price perception, and business image have a significant effect on the satisfaction of Old Man Barbershop service users. Thus, the results are expected to be useful input for many interested parties, especially barbershop entrepreneurs and similar business practitioners so that they can improve and maintain service quality, price rates, and brand image to increase customer satisfaction, especially Old Man Barbershop.

The Mediation Effects of Customer Satisfaction on the Relations Between Product Price, Service Quality and Purchasing Decision

This research has two main objetives: (1) to examine the effect of price, service quality and costumer satisfaction on costumer’s purchasing decision, (2) to test the mediation effects of the costumer satisfaction on the relations between product price and service quality on purchasing decision. Data was collected from 82 insurance company’s costumers using questionnaire, and hypothesis was tested using Smart- PLS 3.0. The findings reveal that (1) price, service quality and costumer satisfaction have direct and significant effect on costumer purchasing decision, (2) costumer satisfaction has an indirect and significant effect on the relationship between service quality and costumer’s purchasing decision, and (3) costumer satisfaction has no significant effect on the relationship between product price and costumer’s purchasing decision. The study enriches the existing empirical studies on product price, service quality, costumer satisfaction and purchasing decision in emerging market. The study also provides practical implications to service industry managers to enhance costumer satisfaction and purchasing decision, ultimately increasing market share and organisation profits by considering service quality and product price.

Pengaruh Citra Merek dan Kualitas Produk terhadap Loyalitas yang Dimediasi oleh Kepuasan

The purpose of this study was to determine the effect of brand image and product quality on consumer loyalty with consumer satisfaction as a mediator using Indrakila Cheese products. To determine the effect of brand image, product quality and customer satisfaction on costumer loyalty using Indrakila Cheese products. To find out whether costumer satisfaction mediates the influence of brand image and product quality on costumer loyalty using Indrakila Cheese products. The population in this study were all costumers who use Indrakila Cheese products. The sample is determined by the Purposive Sampling method. Sampling with Slovin formula obtained 110 respondents. The data used are primary data using a questionnaire. Data analysis using linear regression. Based on the results of the research that has been done, it can be known brand image has a positive effect on costumer satisfaction of Indrakila Cheese products. Product quality has a positive effect on costumer satisfaction of Indrakila Cheese products. Brand image has a positive effect on costumerr loyalty of Indrakila Cheese products. Product quality has a positive effect on costumer loyalty of Indrakila Cheese products. Customer satisfaction has a positive effect on costumer loyalty of Indrakila Cheese products. Brand image has a positive effect on costumer loyalty mediated by costumer satisfaction. Product quality has a positive effect on costumer loyalty mediated by costumer satisfaction.

Kajian Daya Dukung Jalan dan Prioritas Penanganannya di Perbatasan Kota Depok dengan Kota Administrasi Jakarta Selatan

Roads carrying capacity can be interpreted as a road capacity to support passing vehicles. This study was aimed to determine the priority of road handling at border of Depok City with South Jakarta by looking at the physical condition, road equipment and supporting facilities, costumer satisfaction and roads carrying capacity. Using descriptive analysis method for the physical conditions of roads and road equipment, CSI methods for the results of questionnaires and LoS for roads carrying capacity. The results showed that the road conditions in the category of moderate and lightly damaged conditions, conditions of road equipment and supporting facilities in South Jakarta were better than those on roads in Depok City and roads costumer satisfaction index in the category was less satisfied and quite satisfied. Roads carrying capacity at the border is in the fairly good to very bad category. The priority of road handling is determined, for roads at Depok City are first priority for Margonda Road, second priority for Kukusan Raya Road and Tanah Baru Road and for roads at South Jakarta are first priority for Lenteng Agung Raya Road, second priority for Srengseng Sawah Road, third priority for Moh. Kahfi 1 Road and Moh. Kahfi 2 Road.Keywords: Carrying Capacity, Handling Priority, Road

PENGARUH KUALITAS PRODUK HARGA DAN KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN PADA RUMAH MAKAN NESMILO DI SAMARINDA

This study aims to examine the effect of product quality, price and sevice quality on costumer satisfaction Nesmilo restaurant in Samarinda. The population in this study were consumers in Nesmilo restaurants with a total sampel of 80 respondents. Data collection techniquess were carried out by observaction, interviews, documentation and questionnaires. Analysis tools used validity test, reliability test, classic assumption test, multiple linear regression analysis and hypothesis testing with spss version 22. The results of this study indicate that product quality, price and service quality simultaneously have a positive effect on customer satisfaction. The results of this study also indicate that product quality partially has a significant negative effect on customer satisfaction. The variable price partially has no effect on customer satisfaction, then the service quality partialy has a positive and significant effect on customer satisfaction and the most influential variable on customer satisfaction is sevice quality.

PENGARUH KUALITAS PRODUK HARGA DAN KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN PADA RUMAH MAKAN NESMILO DI SAMARINDA

This study aims to examine the effect of product quality, price and sevice quality on costumer satisfaction Nesmilo restaurant in Samarinda. The population in this study were consumers in Nesmilo restaurants with a total sampel of 80 respondents. Data collection techniquess were carried out by observaction, interviews, documentation and questionnaires. Analysis tools used validity test, reliability test, classic assumption test, multiple linear regression analysis and hypothesis testing with spss version 22. The results of this study indicate that product quality, price and service quality simultaneously have a positive effect on customer satisfaction. The results of this study also indicate that product quality partially has a significant negative effect on customer satisfaction. The variable price partially has no effect on customer satisfaction, then the service quality partialy has a positive and significant effect on customer satisfaction and the most influential variable on customer satisfaction is sevice quality.