Service Quality Variables Research Articles

Meningkatkan Kepuasan Pengguna Layanan Publik melalui Fasilitas dengan Kualitas Layanan sebagai Variabel Interverning di Kantor Kecamatan Bandung

Public service user satisfaction is a benchmark for the success of services in a public agency. The purpose of this study was to determine the effect of facilities on public service user satisfaction at the Bandung District Office; to determine the effect of facilities on public service quality at the Bandung District Office; to determine the effect of service quality on public service user satisfaction at the Bandung District Office. Data collection using a questionnaire of 200 respondents. This research uses Structural Equation Modeling (SEM) with AMOS 26.0 software. The results of data processing concluded that there is an influence between facility variables on public service user satisfaction at the Bandung District Office; there is an influence between facility variables on service quality at the Bandung District Office; there is an influence between service quality variables on public service user satisfaction at the Bandung District Office.

KUALITAS PELAYANAN DAN PEMBAYARAN NON TUNAI: DAMPAKNYA TERHADAP OMSET PENJUALAN PADA GEROBAK KREATIF DI KOTA DENPASAR

This research is descriptive and analytical, utilizing a quantitative approach. The sample was selected using purposive sampling, with a total of 30 respondents. Data were collected using a Likert scale questionnaire and processed with SPSS software. The results of the study indicate that: (1) Service quality has a positive and significant effect on the sales turnover of creative cart traders in Denpasar City's MSMEs, as evidenced by a t-value of 9.159 and a significance level of 0.000 < 0.05, suggesting that improving service quality will increase the sales turnover of these traders. (2) The non-cash payment system does not have a significant effect on the sales turnover of creative cart traders in Denpasar City's MSMEs, as shown by a t-value of 1.385 and a significance level of 0.177 > 0.05, indicating no influence of non-cash payments on sales turnover. (3) Service quality and the non-cash payment system collectively have a significant simultaneous effect on the sales turnover of creative cart traders in Denpasar City's MSMEs, with an F-value of 42.037 and a significance level of 0.000. The determination test results show that the variables of service quality and the non-cash payment system affect sales turnover by 73.9%, while the remaining 26.1% is influenced by other variables outside of this study, such as price, product quality, and promotion.

Service Quality Variables and Customer Satisfaction at A Nepalese Commercial Bank

Customer satisfaction is a critical component of banking strategy, which reflects customer sentiment towards an organization's offerings, emphasizing emotional attachment over mere satisfaction. This research investigates customer satisfaction in commercial banks of Kathmandu Valley in Nepal. The study conducted a descriptive cross-sectional study using a quantitative research design, explicitly targeting 380 general customers of commercial banks in Kathmandu Valley through convenience sampling. Participants received a semi-structured questionnaire via email in Google Forms, encompassing inquiries on demographics, banking habits, and customer satisfaction. Data analysis was performed using SPSS version 20, and a p-value below 0.05 was considered statistically significant. The investigation found that the study population appears to be young, as 46.6% of the participants are in the 18–30 age range and predominantly male (56.6%). Most respondents (88.4%) hold accounts with private banks. Among those experiencing ATM service-related problems, 45.5% encountered them most frequently. Despite this, overall customer satisfaction remains high. Customers are notably content with the bank's reliability, including timely service and accurate record-keeping. Conversely, dissatisfaction mainly stems from communication issues, particularly regarding timely interest rates and service updates. Customer satisfaction is significantly influenced by service quality factors such as reliability, responsiveness, empathy, assurance, and communication. These findings highlight the necessity of addressing service challenges to enhance customer satisfaction and service quality within Nepal's banking sector.

Analisis Pengaruh Kualitas Produk dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan Sule Tailor Karawang

This study aims to evaluate the impact of Product Quality and Service Quality on Customer Satisfaction at Sule Tailor. The evaluation of customer and production data over the last three months indicates a decline, triggering the need for more intensive investigation into the elements contributing to customer satisfaction. In this context, a more comprehensive understanding of marketing management, Product Quality, and Service Quality becomes the focus. This study adopts a descriptive verificative quantitative approach to verify the hypothesis concerning the impact of Product and Service Quality on Customer Satisfaction. The findings of this research show that both product and service quality and consumer satisfaction levels recorded Cronbach’s Alpha values exceeding industry standards, indicating that the measurement tool used has a high level of reliability. Initially, the data distribution was not normal; however, after adjusting for extreme values, the distribution became normal. There was no evidence of excessive correlation between the Product Quality and Service Quality variables. The multiple linear regression analysis results indicate that both Product and Service Quality significantly affect Customer Satisfaction. Based on the coefficient of determination, it can be explained that about 37.5% of the variation in Customer Satisfaction is caused by the Product Quality and Service variables. It was confirmed through testing using the F-test and T-test that there is a significant relationship between Product Quality and Service Quality.

Pengaruh Harga, Kualitas Produk, dan Kualitas Pelayanan terhadap Kepuasan Konsumen Mie Setan Prigen Pasuruan

This research aims to determine the influence of price, product quality and service quality on customer satisfaction at the Mie Satan Prigen Pasuruan Restaurant. The research method used is quantitative and the research sample uses a purposive sampling method. This research used a sample size of 100 respondents with customers who had tried and eaten at the Mie Satan Prigen Pasuruan restaurant more than 2 (two) times. The research results show that simultaneously there is a positive and significant influence between the price, product quality and service quality variables on customer satisfaction, but partially only the product quality variable has no effect on customer satisfaction at the Mie Satan Prigen Pasuruan Restaurant.

Pengaruh Kualitas Produk dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan Mie Gacoan Galuh Mas Karawang

Nowadays, many culinary businesses have emerged with various characteristics and uniqueness, accompanied by the number of restaurants that continue to appear, which can be a threat as competition becomes increasingly fierce. This research was carried out with the aim of evaluating the impact of product and service quality on customer satisfaction at Mie Gacoan Galuh Mas Karawang. The research approach used was quantitative with Purposive Sampling, involving 96 respondents who were customers of the restaurant, selected using the Lemeshow formula. Hypothesis testing and multiple linear regression analysis to interpret data. From the research results, it is proven that product quality (X1) and service quality (X2) have a significant impact on customer satisfaction at Mie Gacoan Galuh Mas Karawang. In addition, simultaneously, (X1) and (X2) are also very significant for increasing customer satisfaction (Y). Data analysis shows that the Adjusted R Square value reached 0.763, indicating that 76.3% of the variation in customer satisfaction at Mie Gacoan Galuh Mas Karawang can be explained by the variables of product quality and service quality provided.

Analisis Pengaruh Kualitas Pelayanan dan Kualitas Produk Terhadap Kepuasan Konsumen Produk Velg HSR di Alpha Racing Toko Velg Ban dan Sporing Mobil Kab. Karawang

The aim of this research is to find out how consumer satisfaction is influenced by product quality and service quality of HSR wheel products at the Alpha Racing Tire and Car Spring Wheel Shop, Karawang Regency. Data was collected through a survey using a questionnaire to consumers who had used HSR wheel products at the shop. Linear regression analysis is used to test the relationship between the independent variables (service quality and product quality) and the dependent variable (consumer satisfaction). Consumer satisfaction with HSR wheel items is significantly influenced by the quality of the product and the quality of the service provided, according to research findings. The research results show that the coefficient of determination (R Square) test results are zero point five two four, which shows that around fifty-two point four percent of the variability in consumer satisfaction can be explained by service quality and product quality. These findings highlight the importance of high quality services and products in meeting consumer expectations and satisfaction in the auto wheel industry. There is also a discussion of management consequences and recommendations for further research.

PENGARUH KUALIATAS PELAYANAN ISLAMI DAN KEPUASAN TERHADAP LOYALITAS MENABUNG NASABAH DI BMT UGT NUSANTARA CABANG PEMBANTU TEMUGURUH KABUPATEN BANYUWANGI

This research aims to analyze the influence of: 1) Islamic Service Quality (X1) has a positive and significant effect on Customer Savings Loyalty (Y). 2) To analyze Satisfaction (X2) which has a positive and significant effect on Customer Savings Loyalty (Y). 3) To analyze the Quality of Islamic Service (X1) and Satisfaction (X2) which have a positive and significant effect simultaneously or together on Customer Savings Loyalty (Y) at BMT UGT Nusantara Temuguruh Sub-Branch, Banyuwangi Regency. The results of multiple linear regression analysis show that: 1) Islamic Service Quality (X1) has a positive and significant effect on Customer Savings Loyalty (Y). 2) Satisfaction (X2) has no positive and significant effect on Customer Savings Loyalty (Y). 3) There is a simultaneous positive and significant influence between the Islamic Service Quality (X1) and Satisfaction (X2) variables on the Customer Savings Loyalty variable (Y).

THE INFLUENCE OF PROMOTION, PRICE PERCEPTION, LOCATION AND SERVICE QUALITY ON CUSTOMER SATISFACTION AT SADIMO BARBERSHOP JEMBER

The service industry is currently a very large and rapidly growing creative economy sector business and is very much needed in consumer activitiesBarbershop is one of the businesses that is currently growing. One of the 17 subsectors that make up Indonesia's creative economy is barbershop. The Ministry of Tourism and Creative Economy (Kemenparekraf) states that the sector that makes the largest contribution to GDP is the creative economy. This study was conducted to determine the effect of promotional quality, perceived price, location and service quality on customer satisfaction at Sadimo Barbershop Jember. Multiple linear regression analysis was used in this study. The population used is from all walks of life, with the criteria for respondents being consumers who have used the services of Sadimo Barbershop Jember at least twice. Purposive sampling technique was applied using a sample of 95 people. Partial test results (t test) showed a significant effect of promotion variables on customer satisfaction, a significant effect of price perception variables on customer satisfaction, a significant effect of location variables on customer satisfaction, and no significant effect of service quality variables on customer satisfaction.

Compensation Of Educational Personnel Moderates The Influence Of Academic Information System Service Quality On Student Satisfaction

This study aims to determine compensation moderating the influence of service quality of educational staff on student satisfaction at Serang Raya University. The form of research used is descriptive and quantitative research. Descriptive research is a form of research that aims to describe existing phenomena, both natural phenomena and man-made phenomena. The population in this study were 100 educational staff respondents and 100 student respondents at Serang Raya University. Then, data processing used the SmartPLS 4.0 application. The results showed that the interaction of compensation variables had a positive but insignificant effect on service quality of 0.184 with a p-value of 0.063 (> 0.05 ) . The interaction of service quality variables had a significant positive effect on student satisfaction of 0.915 with a p- value of 0.000 (<0.05) and the interaction of compensation variables in moderating service quality on student satisfaction had a positive but insignificant effect of 0.048 with a p-value of 0.373 (> 0.05). The study was conducted at only one institution (University of Serang Raya), so the findings may not be generalizable to other organizations. The findings of this study have the potential to lead to the development of a new theoretical framework that incorporates the moderating effect of compensation on the relationship between service quality and student satisfaction. This framework can provide a more comprehensive understanding of how compensation affects student satisfaction in educational settings.

IMPACT OF PRODUCT QUALITY AND SERVICE QUALITY ON CONSUMER SATISFACTION

The rapid growth of food business in Indonesia also leads to increased competition. Restaurants should have the advantage of being able to compete in order to survive and win the competition in this food business. One way that can be used to achieve such excellence is to implement the right quality of service and product quality so as to improve customer satisfaction and create consumer loyalty. This research aims to analyse the impact of service quality and product quality on customer satisfaction and the customer loyalty in restaurants and to know which factors are influential in the restaurant. This research aims to determine the influence of product quality and service quality on consumer satisfaction at Mie Gacoan Kenjeran 2 Surabaya. The research method uses quantitative methods. The data used are primary and secondary data. Data was obtained by distributing questionnaires to a sample of 97 respondents. This research uses a purposive sampling method and the analytical tool used is multiple linear regression with the help of the SPSS 29 program. Partial test results show that product quality has a significant effect on consumer satisfaction, service quality has a significant effect on consumer satisfaction. For the simultaneous test, it shows that product quality and service quality have a significant effect on customer satisfaction. The coefficient of determination value is 0.665, meaning that the regression model obtained is able to explain that product quality and service quality variables can influence consumer satisfaction at Mie Gacoan Kenjeran 2 Surabaya by 66.5%. Meanwhile, the remaining 33.5% is influenced by other variables not explained in this research.

“Pengaruh Kualitas Layanan terhadap Minat Berkunjung Kembali pada Hotel X di Surabaya”

This study aims to determine the effect of service quality on return visit interest at hotel X in Surabaya both simultaneously and partially, and to determine the most dominant variable in influencing return visit interest. This study belongs to the type of causal research with a quantitative approach. The sample used was 96 respondents, the results of which will be tested for validity and multiple linear regression analysis, multiple determination coefficients, F test, t test, and dominant test. The study results show that service quality affects the interest in revisiting hotel X in Surabaya both simultaneously and partially. The service quality variable is the most dominant variable in influencing return visit interest at hotel X in Surabaya. Furthermore, the ability of the service quality variable to influence the revisit interest variable is 50.5%, while the remaining 49.5% is influenced by other variables not discussed in this study.

The Influence of Service Quality, Brand Image and Price on Customer Satisfaction of the Taman Bukit Palem Resort Bogor Hotel

This research is about service quality, brand image and price on consumer satisfaction at the Taman Bukit Palem Resort Bogor Hotel. The method used is descriptive quantitative verification. Data collection through distributing questionnaires. The tests used are validity tests, reliability tests and classical assumption tests which are processed to produce multiple linear regression equations. The results of this research are that all indicators are simultaneously valid and reliable, the independent variables are proven to significantly influence the dependent variable of consumer satisfaction. Then, partially, it can be seen that the independent variables service quality (X1) and price (X3) have a positive and significant influence on consumer satisfaction (Y), while brand image (X2) does not have a positive and significant influence on the dependent variable consumer satisfaction (Y).

Customer satisfaction is based on Service Quality, Price and Promotion (Case Study On The Gazebo Café Bogor)

This research aims to determine the simultaneous and partial influence of service quality, price, and promotion on customer satisfaction at The Gazebo Cafe. Questionnaires were distributed to 100 respondents using purposive sampling with the following criteria: customers who have made at least two visits and customers who are considered mature enough to fill out the questionnaire and are at least 17 years old. The questionnaires were tested for validity, reliability, and classical assumption testing. The results of these tests showed that the questionnaires were valid, reliable, and could be used for regression data. The analytical method used in this study was a descriptive and verificative method with a quantitative approach. The results of the study showed that the variables of service quality, price, and promotion, both simultaneously and partially, have a positive and significant effect on customer satisfaction at The Gazebo Cafe. The coefficient of determination (R Square) value is 72,4%. The relationship between service quality, price, and promotion and customer satisfaction is very strong, with a value of 0,851.

Pengaruh Kualitas Pelayanan, Harga, Dan Kepuasan Pelanggan Terhadap Loyalitas Pelanggan Pada Karaoke Keluarga Be Star Mmtc Pancing

This research was conducted at the Be Star MMTC Pancing family karaoke which aims to determine the influence of service quality, price, customer satisfaction on customer loyalty at the Be Star MMTC Pancing family karaoke. The population in this study were visitors and customers at the Be Star MMTC Pancing Family Karaoke in Medan City who had visited. The sample used was 96 respondents. The sampling technique used was purposive sampling. The data used in this research is primary data. Research data was collected using quantitative methods with questionnaires, which have been tested with validity, reliability, classical assumptions and hypotheses. The data analysis technique in this research uses Multiple Linear Regression Analysis using the SPSS version 25.0 program. The research results show that both partially and simultaneously, the variables Service Quality, Price and Customer Satisfaction have a positive and significant effect on customer loyalty at Be Star MMTC Pancing Family Karaoke.

The Role of Customer Satisfaction in Mediating the Influence of Service Quality on Re-Visit Intention

Bali is one of the tourist destinations in Indonesia that is most popular with both local and foreign tourists. The high interest of tourists in Bali provides opportunities for hotel industry entrepreneurs in Bali whose growth is increasingly rapid. This research was conducted at Natya Hotel Kuta, Badung. The aim of this research is to explain the role of customer satisfaction in mediating the influence of service quality on re-visit intention. This research uses consumer behavior as a theoretical basis with a sample size of 100 people based on adjusted criteria, using purposive sampling techniques. Data collection in this research was carried out using survey, observation and questionnaire methods via the Google Form platform. This research uses path analysis techniques, Sobel test, and VAF test. The results of this research show that all hypotheses are accepted. Service quality has a positive and significant effect on re-visit intention, service quality has a positive and significant effect on customer satisfaction, customer satisfaction has a positive and significant effect on re-visit intention and customer satisfaction plays a significant role in mediating the effect of service quality on re-visit intention. visit Intention. The implications of this research can be used by Natya Hotel Kuta to increase customer re-visit intention through the variables of customer satisfaction and service quality.

MEMBANGUN LOYALITAS PELANGGAN MELALUI KELENGKAPAN PRODUK, PERSEPSI HARGA DAN KUALITAS PELAYANAN PADA TB. MURAH REJEKI SEMARANG

Customer loyalty is a condition where customers make consistent repeat purchases and have a positive attitude towards a brand, are committed to the brand and intend to continue purchasing in the future. The aim is to determine and analyze the influence of product completeness, price perception and service quality on customer loyalty at TB. Cheap Fortune Semarang. The population is unknown number of consumers or customers of the Semarang "Cheap Rejeki" building shop. The sample size was calculated using the Cochran formula, resulting in a sample of 97 customers. Non-probability sampling technique using incidental sampling method. Data was collected using a questionnaire whose validity and reliability had been tested using data analysis techniques using multiple regression via the SPSS application. The results of the calculations that have been carried out, the t-value for product completeness is 3.849 > t-table 1.985 and the significance level is 0.000, indicating that product completeness has a significant effect on customer loyalty, then the calculated t-value for price perception is 3.960 > t-table 1.985 and the significance level is 0.000, indicating that price perception has a significant effect on customer loyalty and the calculated t value of service quality is 4.495 > t-table 1.985 and the significance level is 0.000, indicating that the Service Quality variable has a significant effect on customer loyalty. Suggestions for TB Murah Rejeki are to be able to manage the completeness of the products provided to suit customer shopping expectations because this is a key element in competition among building stores because good product completeness will attract customers' shopping intentions. Then maintain the prices given to consumers and by providing a customer loyalty program in the form of purchase discounts. Keywords: Product Completeness, Price Perception, Service Quality and Customer Loyalty

Pengaruh Kualitas Pelayanan terhadap Kepuasan Pelanggan Karang Hias (Coral) di CV. Bali Samudra Anugrah

Service quality management is certainly important in today's increasingly competitive business world. This, of course, is inseparable from the competition of business people in providing services that are guided by meeting customer needs that are able to exceed customer expectations. Customers who meet their needs and feel that the service provided by the service provider exceeds what they expect, then there will be a sense of satisfaction having used the service from the provider. The purpose of this study isto find out the influence of the quality of ornamental corals and how much the service quality affects customer satisfaction in CV. Bali Samudra Anugrah. The type of research used is Quantitative. The data sources used came from Primary Data and Secondary Data with the research methods used, namely questionnaires, literature studies and observations. Hresults of research on the impact of service quality on customer satisfaction in CV. Bali Samudra Anugrah, concluded that there is a significant influence between service quality and customer satisfaction. Based on several test results such as simple linear regression analysis, it was found that the variables of service quality and customer satisfaction showed a positive relationship. The results of this research analysis also show that each variable makes a great contribution to customer satisfaction. Based on several test results such as simple linear regression analysis, it was found that the variables of service quality and customer satisfaction showed a positive relationship. The results of this research analysis also show that each variable makes a great contribution to customer satisfaction. ,

Pengaruh Harga, Kualitas Pelayanan Dan Store Atmosphere Terhadap Kepuasan Pelanggan

The advent of contemporary lifestyles has precipitated a surge in the number of coffee shops, which have become pivotal sites for social interaction and work. In light of the pivotal role coffee shops play in contemporary society, it is crucial to gain insight into the factors that shape consumer satisfaction. The degree of consumer loyalty to a product, in this case coffee, is significantly influenced by the level of satisfaction experienced by the customer. The objective of this study is to gain insight into the influence of price, service quality and shop atmosphere on customer satisfaction at Sarang Kopi Susu Café in Karanggede, Boyolali. This research employs a mixed-methods approach, integrating both qualitative and quantitative techniques. The research population comprised all customers of the Sarang Kopi Susu Café. A sample of 100 respondents was selected using purposive sampling. The data were analysed using multiple linear regression analysis, a t-test, an F-test and a coefficient of determination (R²). The results of this study indicate that variable X1, namely price, has a positive but insignificant effect on customer satisfaction. Conversely, the variables of service quality and store atmosphere have a significant effect on customer satisfaction at Cafe Sarang Kopi Susu Karanggede, Boyolali.

EXPLORING THE ROLE OF LEADERSHIP AND ORGANIZATIONAL CULTURE IN ENHACING PUBLIC SECTOR INNOVATION IN MEDAN: AN SEM-PLS STUDY

The purpose of this study is to find out and analyze the extent to which leadership variables and organizational culture affect the quality of public sector services through increasing public sector innovation as an intervening variable. The subject of this study is the population of Medan City, where the variables in this study are independent variables, namely leadership and organizational culture, dependent variables, namely public sector service quality variables, and intervening variables are variables that increase public sector innovation. The results of data analysis were carried out by SEM analysis using SMART PLS 4.0 software. The data collection technique is by observation and documentation studies. The research method uses a quantitative descriptive method of data analysis using the structural equation model (SEM) method, where the results of data processing using the SEM method are carried out with the PLS 4.0 application. From the results of the study, the existing conclusion is that partially, leadership variables and organizational culture affect the quality of public sector services and affect the improvement of public sector innovation. Simultaneously, leadership and organizational culture affect the quality of public sector services through the variable of increasing public sector innovation as an intervening variable. The more leadership serves, the more innovation will grow in public sector services which will eventually change the organizational culture that tends to be flexible and serve which makes the quality of public sector services improve its performance.