Customer Satisfaction Variables Research Articles

The Effect of Promotion Strategy and Product Quality on Customer Satisfaction Yan`s Coffee Kediri City

This study aims to 1) determine the effect of promotional strategies on Yan's Coffee customer satisfaction 2) determine the effect of product quality on Yans's Coffee customer satisfaction. 3) determine the effect of promotional strategies and product quality on Yan's Coffee customer satisfaction. In this study using quantitative methods and quantitative sampling used in this study with random sampling of 86 samples. In the results of this study using the help of SPSS Version 23 with the results that the significance of the variables: 1) promotion strategy is 0.000 <0.05 or t count> t table 3,870> 1,662 which means H0 is rejected, so that the promotion strategy has an influence on customer satisfaction. 2) The meaning of product quality is 0.000> 0.05 or t count 3.520> 1.662, so H0 is rejected, which means that product quality has an influence on customer satisfaction 3) Promotional strategy and product quality simultaneously affect customer satisfaction with a total f of 38.571 significant 0.000, so H0 is rejected, which means that the promotional strategy variable and product quality have a simultaneous influence on the customer satisfaction variable.

Mediation of customer satisfaction: E-service quality, brand trust, and reuse intention

The purpose of this study is to explain the role of customer satisfaction in mediating e-service quality and brand trust on reuse intention in the Traveloka application. The theories used are the Techlonogy Acceptance Model (TAM) and Expectancy Disconfirmation Theory (EDT). This research is a type of quantitative research that is associative in nature. The population in this study are all Traveloka application users who have transacted at least three (3) times in one year. The sampling technique used purposive sampling with a total sample member of 205 respondents. Respondent data collection was carried out by distributing questionnaires. The data analysis technique in this study used PLS-based SEM. The results showed that all variables had a positive and significant effect. Customer satisfaction acts as a partial mediation in mediating the effect of e-service quality and brand trust on reuse intention on the Traveloka application. The results of this study can provide an empirical contribution about the relationship between the variables of e-service quality, brand trust, customer satisfaction, and reuse intention for the development of the Technology Acceptance Model (TAM) and Expectancy Disconfirmation Theory (EDT). Traveloka management can implement a marketing strategy that emphasizes service quality and information accuracy to increase customer intention to reuse the Traveloka application.

The Influence of Mobile Banking Service Quality on Customer Satisfaction

This study aims to determine the effect of BSI Mobile Banking Service Quality on Customer Satisfaction (Case Study of Students of the Faculty of Islamic Economics and Business, UIN SUMATRA UTARA). The research method used is quantitative. The data source for this research is Bank Syariah Indonesia (BSI) mobile banking customers who are Fakultas Ekonomi Dan Bisnis Islam Students at Uin Sumatra Utara, and uses primary data. By using a collection technique through a questionnaire (questionnaire). The data analysis technique used in this study is to test the quality of the data, namely validity and reliability tests, multiple linear regression tests, and t tests. After going through quantitative procedures, this study obtained the reSumatra Utaralts that Mobile Banking Service Quality had an effect on Customer Satisfaction as evidenced by the correlation test which obtained reSumatra Utaralts of 0.000) <0.05. This means that the service quality variable has a positive and significant effect on customer satisfaction variables. Based on the reSumatra Utaralts of this study, the independent variable (Service Quality) of BSI Mobile has a significant effect on the dependent variable (Customer Satisfaction) of Faculty of Islamic Economics and Business Uin Sumatra Utara students.

Pengaruh Persepsi Harga dan Kualitas Produk Terhadap Customer Satisfaction dan Keputusan Pembelian

The purpose of this study is that we know the analysis of the effect of price perception. Product quality for CustomerSatisfaction and consumer purchasing choices. The object of this research is Indomaret Yoyakarta. The subjects ofthis research are customers who have shopped at Indomaret. This research is quantitative research. The sample ofthis study is part of the population, namely 100 customers who have shopped at Indomaret Yoyakarta. Where thissample is determined by the Slovin formula. The sampling technique used was simple accidental sampling. Datacollection techniques were carried out using a questionnaire or questionnaire method. The data analysis methodused is a regression method determined by t-experiment and classical assumptions. The data that has been obtainedis processed using SPSS 21. The results of this study indicate that the Price Perception Variable has a significanteffect on customer satisfaction based on the t experiment with a potential of 9.488 with a significance of <0.05resulting in Ho being rejected and Ha accepted. Product quality has a significant effect on customer satisfactionbecause it is based on a t-test of 2,973 with a significance <0.05. This results in Ho being rejected and Ha accepted.The Customer Satisfaction variable has a significant effect on consumer purchasing decisions as evidenced by thet-test with a value of 4.574 with a significance <0.05 which makes Ho rejected and Ha accepted. The priceperception variable has a significant effect on consumer purchasing decisions as evidenced by the t-test of 2.127with a significance <0.05 which resulted in Ho being rejected while Ha was accepted. Product quality has asignificant effect on consumer purchasing decisions as evidenced by the t-test of 3.246 with a significance <0.05which makes Ho rejected while Ha is accepted.

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.

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. ,

Analisis Pengaruh Kecepatan, Akurasi, dan Biaya Pengiriman terhadap Kepuasan Pelanggan

This research aims to research, test and assess the influence of the independent variables Speed, Accuracy and Delivery Costs on the dependent variable customer satisfaction for products from CV Konita Agro Putra. The sample for this research was 110 customers who had used products from CV Konita Agro Putra. This type of research uses a quantitative approach. Data was collected directly from respondents using research instruments in the form of questionnaires via Google Form and purposive sampling techniques. then the data results are processed using the SPSS 24 data processing application. The results of this research prove that there is a significant and positive influence of Delivery Speed on Customer Satisfaction, there is a significant and positive influence of Delivery Accuracy on Customer Satisfaction, there is a significant and positive influence of Delivery Costs on Satisfaction Customers, there is a simultaneous influence between Delivery Speed, Delivery Accuracy and Delivery Costs significantly and positively on Customer Satisfaction.

The Influence Of Promotion, Price And Product On Customer Satisfaction Alfamart Letnan Jahidin Manna South Bengkulu

This study aims to analyze the effect of promotions, prices, and products on customer satisfaction. This research was conducted on Alfamart customer Letnan Jahidin, South Bengkulu. The analytical method used in this study is quantitative method. In this study, the scale making technique used Likert scale technique. The data processing method used by researchers is multiple regression analysis. The sample used in this study was 150 respondents. Sampling method using accidental sampling method. The data obtained is primary data which is the result of respondents' answers to the questionnaires distributed. The results showed that the promotion variable partially had a significant effect on customer satisfaction, the price variable partially had a significant effect on customer satisfaction, the product variable partially had a significant effect on customer satisfaction, and three independent variables namely promotion, price, and product significantly contributed to the customer satisfaction variable. The adjusted R square results found that the effect of promotion, price, and location on customer satisfaction could be explained by 71,2%, while the remaining 28,8% was explained by other variables that were not included in this research model. From the calculation, the Fcalculate value is 120,473, because the Fcalculate value (120,473) > the Ftable value (2.67), it can be concluded that three independent variables, namely promotion, price, and product, significantly contribute greatly to the variable of customer satisfaction.

Pengaruh Kualitas Layanan Terhadap Kepuasan Nasabah Pada Produk BSI Tabungan Easy Wadiah

Banks in their development will always face very competitive situations. It is important for banks to be able to achieve competitive advantage, one thing banks can do is to develop service quality. Banks must do several things that can bind customers' hearts to remain loyal to the bank, so the services provided by the bank must be right on target, so that customer satisfaction becomes an important part of maintaining customer loyalty to the bank. This research aims to measure the influence of service quality on customer satisfaction with the BSI Easy Wadiah Savings product, at Bank Syariah Indonesia KCP Magelang Muntilan, Central Java. The method used in this research is a quantitative method, using SPSS software analysis tools. There are two variables used in this research, namely the independent variable Service Quality (X) and the dependent variable Customer Satisfaction (Y). The results obtained from this research are that there is a positive and significant influence between service quality and customer satisfaction. If service quality increases, customer satisfaction will also be higher. This is proven by the results of the t test analysis which shows the calculated t is 19.213 with a significance level of 0.01.

Pengaruh Kualitas Produk dan Harga Terhadap Kepuasan Konsumen Pada Produk Vacuum Cleaner PT Hyla Abadi di Jakarta

Researchers took the object of research at PT Hyla Abadi, due to a decrease in customer satisfaction which was thought to be due to the influence of product quality and price. Research used is a quantitative approach. The type of research used in this research is descriptive quantitative. In accordance with the research objectivesThe population and samples used were 80 company customers and the sampling used was saturated sampling. used for validity and reliability tests were 30 customers at the same company. Based on the results of the T test, the Sig value of the effect of product quality on customer satisfaction is 0.074 <0.05. It can be concluded that there is no effect of product quality on customer satisfaction. Based on the results of the T test, the Sig value of the effect of price on customer satisfaction is 0.000 <0.05, it can be concluded that there is an effect of price on customer satisfaction. Based on the results of the F test, the significance value of the simultaneous effect of product quality and price variables on customer satisfaction is 0.000 <0.05, so the simultaneous test is accepted, which means that there is a simultaneous effect of product quality and price on customer satisfaction. So it can be concluded partially that the product quality variable has no significant effect on the customer satisfaction variable, but the price variable has a significant effect on customer satisfaction.

Determinasi Brand Image, Kualitas Layanan dan Digital Banking Terhadap Loyalitas Nasabah Dimediasi Kepuasan Nasabah BSI KCP Malang Soetta

The purpose of this research is to determine the influence of Brand Image, Service Quality, and Digital Banking variables on Customer Loyalty through Customer Satisfaction at BSI KCP Malang Soetta. This research uses a quantitative approach. The technique used is non-probability sampling which was taken using a purposive sampling technique. The population in this research is Bank Syariah Indonesia customers. The number of samples in this research was 200 customers. Hypothesis testing in this research uses the Smart PLS 3 test tool. The data used is the result of a questionnaire that has been distributed to BSI KCP Malang Soetta customers. The results of this research show that the brand image variable does not affect customer loyalty. The service quality variable influences customer loyalty. The digital banking variable affects customer loyalty. The customer satisfaction variable influences the customer loyalty variable. The customer satisfaction variable is not able to mediate brand image with customer loyalty. The customer satisfaction variable can mediate the service quality variable with the customer loyalty variable. The customer satisfaction variable can mediate the digital banking variable with the customer loyalty variable.

Pengaruh Product Quality, Price, Brand Image, dan Repurchase Intention terhadap Customer Satisfaction Sebagai Variabel Intervening (Studi Kasus pada Produk Yongki Komaladi di Kota Solo)

This research aims to determine the influence of product quality, price, brand image, and repurchase intention on customer satisfaction with Yongki Komaladi products in Solo City. This research used a sample of 200 respondents via online and offline questionnaires. This research design used Structural Equation Modeling (SEM) and was processed using IBM SPSS 20 and AMOS version 22 software. The objects of this research were students at all universities in the city of Solo. The research results show that the brand image and customer satisfaction variables have a significant effect on repurchase intention, and the product quality and price variables do not have a significant effect on repurchase intention.

THE INFLUENCE OF BRAND IMAGE AND BRAND TRUST ON CUSTOMER SATISFACTION OF FERTILIZER ON FARMERS IN BANTUL REGENCY

The widely distributed Non-subsidized NPK fertilizers which are quite diverse give more options for farmers to choose from which they want to use in their farming activities. This study aims to determine the effect of brand image and brand trust on customer satisfaction of non-subsidized NPK fertilizer shallot farmers in Bantul Regency. This quantitative research was conducted by using a non-probability sampling method with convenience sampling technique. The number of respondents in this study was 100 shallot farmers who use non-subsidized NPK fertilizer with the Mutiara and Phonska Plus brands at least twice. Data analysis was done with Structural Equation Modelling-Partial Least Square (SEM-PLS). The results of this study shows that the brand image variable is measured from indicators of brand identity, brand personality, brand associations, and brand attitudes and behavior. The brand trust variable is measured by some indicators which are brand characteristics, company characteristics, customer-brand characteristics, affective trust, and cognitive trust. The customer satisfaction variable is measured by service quality, product quality, price suitability, as well as situation and personality. Furthermore, the analysis shows that brand image and brand trust have a positive and significant effect on customer satisfaction. It is expected that farmers can exchange information regarding the use of non-subsidized NPK fertilizer in order to decide best decisions in cultivating shallot plants.

Pengaruh Kualitas Pelayanan dan Biaya Operasional terhadap Kepuasan Pelanggan pada Stasiun Kereta Api Medan

This research aims to find out and analyze how and how much influence Service Quality, Number of Passengers and Operational Costs have on Customer Satisfaction at the Medan Train Station, North Sumatra. The research method used in this research is a quantitative descriptive approach. The type of data used is primary data obtained from respondents and companies. The subjects in the research were PT Kereta Api Indonesia Medan, North Sumatra and the objects of this research were 100 respondents. The test tool used in this research is SPSS 20.0 to test classical assumptions, multiple regression analysis, and hypothesis testing. Based on the results of the hypothesis test, namely the t test, it shows that service quality has a positive and significant effect on customer satisfaction. Operational Costs with test results that the number of passengers has a positive and significant effect on customer satisfaction. And the results of the F test show that Service Quality, Number of Passengers and Operational Costs simultaneously have a significant effect on customer satisfaction with an F Prob value of 0.0000. The results of this test show that the service quality and operational cost variables contribute 66.6% to the Customer Satisfaction variable.

The Influence Of Application Quality And Service Quality On Shopee Customer Satisfaction In Bogor

This study aims to determine: (1) the effect of Application Quality on Shopee Customer Satisfaction in Bogor, (2) the effect of Service Quality on Shopee Customer Satisfaction in Bogor, and (3) The Effect of Application Quality and Service Quality together on Shopee Customer Satisfaction in Bogor. The sample used in this study was 385 samples of Bogor city residents who had shopped or used Shopee. The method used in this research is descriptive quantitative, where theoretical testing is carried out by measuring the research variables numerically and analyzing the data. In this study using primary data obtained directly from respondents who will be collected through a questionnaire. And using SPSS as a tool to solve problems. The questionnaire in this study uses a Likert scale as a measurement scale for research instruments. Based on the descriptive results on each variable, it shows that the independent variables Application Quality (X1) and Service Quality (X2) have a positive and significant effect on the dependent variable Customer Satisfaction (Y). This can be seen from the results of the analysis of the testing of each variable X and Y, both partial testing (t test) and simultaneous testing (f test). Keywords: Application Quality, Service Quality, Customer Satisfaction, Shopee.

ANALYSIS OF THE INFLUENCE OF BRAND IMAGE, PRICE AND SERVICE QUALITY ON CUSTOMER LOYALTY THROUGH CUSTOMER SATISFACTION AS AN INTERVENING VARIABLE

This study aims to analyze the influence of brand image, price and service quality on customer loyalty with customer satisfaction as an intervening variable in Donat-Roti Ciliwung Pagah Jember Branch customers. The quantitative approach method was used in this study. Examining was done by purposive sampling, the number of samples in this study was 105 respondents. The analysis used in this study used a variance-based SEM test or Partial Least Square (SEM-PLS) with the Warp PLS 7.0 program. The results of the study prove, brand image has a positive and significant effect on customer satisfaction, brand price has a positive and significant effect on customer satisfaction, service quality has a positive and significant effect on customer satisfaction, brand image has a positive and significant effect on customer loyalty, price has a positive and significant effect on customer loyalty, service quality has a positive and significant effect on customer loyalty, Customer satisfaction has a positive and significant effect on customer loyalty, there is an indirect influence both from the variables of brand image, price and service quality on customer loyalty through intervening variables of customer satisfaction. With the value of indirect influence is small than the direct influence.

Analisis Pengaruh Total Quality Management terhadap Kinerja Operasional pada Industri Putra Bali Rattan Furniture di Kecamatan Mayang Kabupaten Jember

The aim of this research is to analyze the effect of total quality management with 4 indicators, namely customer satisfaction, employee empowerment, continuous quality improvement, and management based on facts on operational performance at the Putra Bali Rattan Furniture Industry in Mayang District, Jember Regency. This research is research using a combination approach (mix methods). A sample of 65 respondents was obtained using a saturated sampling technique. Data was obtained using questionnaires and interviews with the owner and 5 consumers and then analyzed using regression analysis. In processing research data, researchers used the SPSS version 22 application. The research results show that 3 of the 4 X variables, namely customer satisfaction, employee empowerment, and continuous quality improvement have a positive and significant effect on operational performance. Meanwhile management variables based on facts have a negative effect on operational performance. The positive influence of the customer satisfaction variable is also supported by the results of interviews which state that the company has implemented 4 indicators of customer satisfaction and in line with this, operational performance has also increased. In conclusion, customer satisfaction, employee empowerment, and continuous quality improvement have a positive and significant effect on operational performance, while management based on facts has a negative effect. Keywords: Customer Satisfaction, Employee Empowerment, Management Based on Facts, Operational Performance , Quality Improvement Sustainable

Persepsi nasabah tentang kepuasan dan loyalitas terhadap kualitas layanan di BMT Sukosari

BMT is one form of microfinance institution in Indonesia, this institution is present to develop productive businesses of small and medium economic actors and improve the economic quality of the community in the context of poverty alleviation efforts and support the financing of economic activities, this study aims to determine customer perceptions of the quality of Islamic banking services, investigate the perceptions of Islamic bank users in Sukosari and the reasons they are interested or not Using Islamic banking whether because of sharia considerations or quality. The data collection technique was carried out by distributing questionnaires to 60 BMT Sukosari customers. The sampling technique uses purposive sampling. This research is a quantitative research with multiple linear regression data analysis tools with the help of SPSS software version 15.0. The results of this study show that there is a positive and significant influence of customer satisfaction and customer loyalty simultaneously on customer perceptions regarding the quality of service KSPSS BMT Sukosari Branch. Based on the results of simultaneous tests obtained fcalculate values of 46.349 > ftable 3.16 with significant results less than 0.005, which means proving Ha3 is accepted and HO3 is rejected. The results of the coefficient of determination (R2) test with an Adjusted R Square (R2) value of 0.606 or (60.6%) mean that the variables of customer satisfaction and customer loyalty have a significant effect on the perception of service quality of KSPSS BMT Sukosari Branch

Pengaruh Kualitas Pelayanan terhadap Kepuasan Pasien Rawat Inap di RSUD Panembahan Senopati Bantul

This study aims to determine the effect of service quality on inpatient satisfaction at Panembahan Senopati Hospital, Bantul. The population is people, while the sample used is 83 inpatients who perform inpatient services. The sampling technique in this study was accidental sampling, data collection was carried out by taking a questionnaire with a Likert scale. The analytical method used in this study was simple regression analysis with the SPSS 22 application. The results of the study (t test) showed that service quality had a significant effect on patient satisfaction with a significant value of 0.000 <0.05. The test results for the coefficient of determination obtained R Square of 0.302. this shows that the dependent variable of customer satisfaction is 30.2% influenced by the independent variable service quality, while 69.8% is influenced by other variables that have not been examined in this study.

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.