Customer Satisfaction Variables Research Articles

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.

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.

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.
 

PENGARUH KUALITAS PRODUK, HARGA DAN KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN RUMAH FACIAL NITHA

There is a continuous decline in income at Nitha Facial House. Therefore, this research was carried out to increase customer satisfaction which is thought to be influenced by the variables Product Quality, Price and Service Quality. The population used is customers who have visited or used products at Rumah Facial Nitha. Data collected through questionnaires distributed via gform, obtained a sample of 96 people and the analytical tool used was multiple linear regression. This research uses validity tests, reliability tests, and classical assumption tests. The research results show that the Product Quality variable (X1) has an effect on customer satisfaction, based on these results the first hypothesis is accepted. The price variable (X2) influences customer satisfaction, based on these results the second hypothesis is accepted. The Service Quality variable (X3) influences customer satisfaction, based on these results the third hypothesis is accepted. The results of the F test show that the variables Product Quality (X1), Price (X2), Service Quality (X3) together have an influence on Customer Satisfaction (Y), based on these results the fourth hypothesis is accepted. And for the Determination Test (R2) it shows that the Adjusted R Square value in the regression model is 0.857, which means that 85.7% of the Customer Satisfaction variable can be explained by the Product Quality, Price and Service Quality variables. Meanwhile, the remaining 14.3% is explained by other variables outside this research.

THE INFLUENCE OF SERVICE QUALITY AND CUSTOMER VALUE ON CUSTOMER SATISFACTION AT WS HOTEL IN SURABAYA

This study aims to examine and analyze the variables that influence customer satisfaction. The variables studied include service quality, customer value and customer satisfaction. This research is quantitative in nature and focuses on the analysis of variables that affect customer satisfaction with a survey method approach using a questionnaire. The population in this study are WS hotel customers in the period from 2021 to 2023. The research was conducted on 159 respondents using a purposive sampling technique. The results of the study show that the service quality variable has a significant and positive effect on customer satisfaction variables, the service quality variable has a significant and positive effect on customer value, the customer value variable has a significant and positive effect on customer satisfaction and the service quality variable has a significant and positive effect on satisfaction customers through customer value intervening variables. This shows that maintaining and improving service quality has an impact on customer value which in the end is expected customer satisfaction to be achieved.

Analisis Segmentasi Pelanggan Toko Online Marketplace Berdasarkan Recency, Frequency, Monetary, Time, Satisfaction (Rfmts) Menggunakan Algoritma K-Medoids Clustering

The marketplace is an e-commerce website that applies traditional market concepts and implements them online. Due to the rapid development of the times, a business will seek various ways to maintain its business so that it continues to grow and generate a high income. One way is to build and maintain long-term relationships with customers. Therefore, it is necessary to implement a marketing strategy based on customer relationship management, all of which aims to increase turnover and profit while retaining customers. From these problems, this study applies customer segmentation to detect diversity among customers, so those segments represent potential customers to improve marketing strategies. This segmentation needs to consider the value of the customer's recency, frequency, monetary, time, and satisfaction (RFMTS) variables. Recency is the customer's length of time since the last payment. Frequency is how often customers make transactions. Monetary is the number of transactions made by the customer. Time is the time interval between two consecutive purchases by a customer. Satisfaction is the level of customer satisfaction based on the total rating and number of reviews. This study uses the K-Medoids Clustering algorithm to perform segmentation according to customer characteristics. This study uses primary data from a database of one of the online marketplace stores in Indonesia.

Effects of Information Communication Technology and Customer Service on Customers’ Satisfaction: A Study of the Courier and Parcel Industry in Nigeria

The study investigates the effects of information communication technology and customer service on customers’ satisfaction in the courier and parcel industry in Nigeria. Correlation design was used to investigate the relationship between the independent variables ICT and customer service and the dependent variable customer satisfaction. Questionnaire was administered conveniently to sample 220 customers of the courier and parcel industry in Nigeria, and data analysis carried out using SPSS version 21. The study revealed a significant relationship between ICT and customer satisfaction in the courier and parcel industry in Nigeria. Also, the study found a positive relationship between customer service and customer satisfaction in the courier and parcel industry of Nigeria. Practical implication for service managers and direction for future studies are presented.

The Influence Of Service Quality, Company Image And Consumer Trust On Customer Satisfaction Pt. Indonesian Commuter Trains

This study aims to analyze the effect of service quality, company image and consumer confidence on consumer satisfaction. In this study using primary data obtained from distributing questionnaires to 100 KRL transportation service customers at PT. Kereta Commuter Indonesia. This research uses descriptive analysis and inferential analysis, and analyzed using multiple linear regression correlation analysis, the model feasibility test, and hypothesis testing. The results of this study indicate that there is a positive and significant effect on customer satisfaction. The results of the multiple linear regression equation are Y = 0.672 + 0.211X1 + 0.245X2 + 0.278X3 The feasibility test of the model in the R2 test shows that service quality, company image and consumer trust have an effect of 59.2% on consumer satisfaction. In the results of hypothesis testing (t test) obtained a significant value on the quality of service veriabel of 0.001, a significant value on the corporate image variable of 0.005, and a significant value of consumer trust variables of 0.004, it can be concluded that it means partially the three independent variables have a positive influence and Significant to the dependent variable is the variable customer satisfaction at PT. Kereta Commuter Indonesia.

Does Customer Relationship Management and Customer Satisfaction affect PT. JNE Pusat Banjarmasin Customer Loyalty?

This research is motivated by the development of competition in the business world, and especially companies engaged in the service sector. It requires companies to always survive in managing their business by maintaining good relationships with customers and increasing customer satisfaction. Therefore, companies carry out marketing strategies often referred to as CRM (Customer Relationship Management) and customer satisfaction to maintain customer loyalty. This type of research is field research using quantitative research methods. The results showed that the CRM variable partially did not affect customer loyalty at PT. JNE Pusat Banjarmasin, with the t-test results where the t hitung is 0.693 <t tabel 2.020 and the value of Sig. 0.492 > 0.05. At the same time, the variable customer satisfaction has a positive and significant effect partially on customer loyalty at PT. JNE Center Banjarmasin, with the t-test results where t count is 4.839 > t table 2.020 and the Sig level is 0.000 <0.05. For the F test, the CRM variable and customer satisfaction influence customer loyalty at PT. JNE Pusat Banjarmasin, where the Fcount value is 37.852 > Ftable 4.07, and the Sig. 0.000 < 0.05.

Pengaruh Perceived Value Terhadap Kepuasan Tamu Di Grand Buana Lestari Hotel

Guest expectations are still not in accordance with the facilities offered, lack of interest of guests to visit again, reluctance to recommend the hotel to guests, uncomfortable breakfast atmosphere and efficiency of room service time in fulfillment. . the wishes of the guests. The purpose of this study is to analyze the effect of perceived value on customer satisfaction. The research used in this study is descriptive with quantitative data. The study sample consisted of 122 guests using non-probability sampling. Data was collected using Likert scale. Data is processed with SPSS 25.00. The perception value is in the fairly good category or 47.54%. In addition, the variable of customer satisfaction is in the good category, namely. 46.5% The influence of perceived score (X) affects guest satisfaction (Y), score 11.4% and other factors by 88.6%. The results of multiple linear regression analysis obtained a calculated F value of 1.696 with sig. 0.000 < 0.05, meaning that the perceveid value variable on guest satisfaction has a significant effect, and a t score of 1,302 with SIG is obtained. 0.000 < 0.05

The Influence of Green Marketing on Repurchase Intention and Customer Loylaty Through Customer Satisfaction as a Mediation Variable

This research aims to determine the direct influence of green marketing on repurchase intention and customer loyalty and how much customer satisfaction is a mediating variable between Green Marketing on Repurchase Intention and Customer Loyalty on Uniqlo products. The research method used uses a quantitative approach with the explanatory research type. The sample used was 270 respondents, and data collection was done using a questionnaire. The dependent variable in this research is Green Marketing (X). In contrast, the independent variables are Repurchase Intention and Customer Loyalty (Y), while the Customer Satisfaction variable is a Mediation variable (Z). Data analysis used in this research uses the Smart Partial Least Square (PLS) method. The study's hypothesis testing yielded significant findings. Firstly, green marketing positively impacts customer satisfaction, loyalty, and repurchase intention for Uniqlo products, supported by prior research. Secondly, customer satisfaction and loyalty are interlinked, as validated by existing literature. Thirdly, the influence of green marketing through customer satisfaction and repurchase intention significantly affects customer loyalty. These findings emphasize the importance of green marketing strategies in enhancing customer relationships and brand loyalty for Uniqlo products.

CUSTOMER SATISFACTION MEDIATES GREEN MARKETING AND BRAND IMAGE ON CUSTOMER PURCHASING DECISIONS AT KFC AHMAD YANI PADANG

This study aims to determine how much influence green marketing and brand image have on customer purchasing decisions through customer satisfaction as an intervening variable at KFC Ahmad Yani Padang. This study consists of two independent variables, namely green marketing and brand image and one variable of customer purchasing decisions and intervening variable customer satisfaction. The analytical method used is path analysis. The method of data collection in this study was to use a questionnaire filled out by respondents, namely KFC Ahmad Yani Padang customers. The results obtained based on the Partial Test (t test) obtained: a) there is no significant effect of green marketing on customer satisfaction at KFC Ahmad Yani Padang, b) there is a significant influence of brand image on customer satisfaction, c) there is a significant influence of green marketing on decisions purchasing, d) there is a significant influence of brand image on purchasing decisions, e) there is a significant influence of customer satisfaction on purchasing decisions, f) customer satisfaction can mediate the effect of green marketing on purchasing decisions. g) customer satisfaction cannot mediate the effect of communication on purchasing decisions.

Enhancing Customer Loyalty: Optimizing Barista and Store Atmosphere for Increased Customer Satisfaction

The aim of this study was to investigate the impact of store atmosphere and baristas on customer loyalty, mediated by customer satisfaction as an intervening variable. The study was conducted with the hope of enhancing customer loyalty in coffee shops located in the city of Cirebon. Convenience sampling was employed in this study. The primary data was collected by distributing questionnaires to 115 consumers in coffee shops located in Cirebon city. The data was analysed using partial least squares (SEM-PLS) structural equation modelling with the Smart-PLS 3.0 application. The study's results indicate that the store's atmosphere has a positive impact on customer satisfaction and loyalty. Additionally, the barista variable was found to have a positive effect on customer satisfaction and loyalty. It was found that the customer satisfaction variable mediated the relationship between store atmosphere and baristas on customer loyalty. Achieving customer loyalty is not solely dependent on the store atmosphere and baristas. It is important to explore other variables that can contribute to this goal. Future researchers should investigate these variables further.

The Influence of Visitor Satisfaction on Hotel Customer Loyalty

The reduction in visitors to accommodation or hotels is certainly due to several factors, both external and internal hotel factors. This could include customers being dissatisfied with the results of their visit, so they no longer want to visit the hotel. Therefore, this research will test whether customer dissatisfaction affects hotel visitor loyalty. The data collection method uses verification and descriptive methods. The research results show that customer satisfaction is generally quite high to very high. In this customer satisfaction variable, system satisfaction is the largest, and company satisfaction is the smallest. The biggest aspect is that the hotel can evaluate the benefits obtained by customers, and the statement that customers are satisfied with good and fast customer behavior the smallest aspect is that the hotel is less able to establish quality relationships and in the statement, it lacks a high commitment to cooperation with customers.

Effect of Trust, Quality of Service to Jne Express Consumer Satisfaction in Sampit District, Kotawaringin Timur District

The purpose of this study was to determine the factors that influence consumer satisfaction with JNE Express freight forwarding services in Sampit District, Kotawaringin Timur. District, in the study of 100 people using the Slovin formula. By using the Accidental Sampling method. With the provisions of the data analysis in this study is quantitative using multiple linear regression method and the data is analyzed using the SPSS V.23 program. Based on the results of this study indicate that Trust and Service Quality significantly influence Consumer Satisfaction in JNE Express freight forwarding services in Sampit District, Kotawaringin Timur Regency. Simultaneously the independent variable (Trust and Service Quality) significantly influences the dependent variable (Customer Satisfaction) on JNE Express freight forwarding services in Sampit District, Kotawaringin Timur Regency. R Square value of 0.571 or 57.1% means the variable Customer Satisfaction is influenced by the Trust and Quality of Consumers while the remaining 42.9% is influenced by other variables not used in this study.

Service Quality and Customer Satisfaction Have an Impact on Increasing Hotel Room Occupancy Ratio: Literature Review Study

The aim of this study is to provide qualitative evidence related to the variables of this study from sources derived from national and international indexed journals or scientific articles found through Google Scholar. Researchers then make recommendations from their own perspectives. The research method used in this qualitative study uses a mini-review approach to achieve the research objectives. A mini-evaluation of the variables is done by reading and analyzing dozens of peer-reviewed journal articles. Research results, although still minimal and far from perfect, meet expectations and at least contribute to science and knowledge, especially in the areas of marketing management, service quality variables, customer satisfaction, and revenue improvement. I found out that there is. Just as customer satisfaction variables affect hotel room occupancy, service quality also affects hotel room occupancy. Increasing the above variables should always be done within the study population, especially for guests staying directly at the hotel. It should also be done in future research. There are gaps in other variables that could be used for future research, such as price, advertising, location, loyalty and brand image variables.

Measuring the impact of healthcare service quality of hospitals on customer satisfaction

Various studies have been conducted to measure the level of service provided by an institution or service, including hospitals, in order to determine the level of customer satisfaction. The purpose of this research is to assess the role of the quality of services offered by a hospital in predicting customer satisfaction. This study was conducted at Bunda Purwokerto Hospital. The participants consisted of 380 samples. Hypothesis testing using the Smart PLS method yielded an R-square value of 0.413 for the customer satisfaction variable. The results of H1 revealed a favourable influence on the satisfaction of outpatient patients at Bunda Purwokerto Hospital. The original sample produced a coefficient of 0.130, a t statistic of 2.163 (> 1.96), and a p-value of 0.031 (< 0.05). The relationship between trust and job performance was deemed positive and significant, as evidenced by the t-statistic exceeding 1.96. This study confirms that an improvement in the quality of healthcare services shapes patient satisfaction and loyalty. Aspects encompassing healthcare service quality, such as the physical environment, customer-oriented atmosphere, responsiveness, effective communication, privacy maintenance, and safety, demonstrate a positive correlation with patient loyalty towards the hospital’s image.

SERVICE QUALITY IN CONTRACT CATERING SERVICES AND CUSTOMER SATISFACTION IN UNIVERSITIES NAIROBI CITY COUNTY KENYA.

The rapid growth and increase in contract catering services in universities in Kenya seek to lower costs and respond to the high level of competition. The main purpose of this study was to examine the influence of service quality in contract catering services on customer satisfaction in universities in Nairobi City County, Kenya. The study specifically sought to assess the influence of service quality in contract catering services on customer satisfaction in universities in Nairobi City County, Kenya. The study adopted a descriptive cross-sectional survey design. The target population was selected universities in Nairobi City County, Kenya. Purposive and stratified random sampling techniques were adopted in selecting the target population of universities. The target population was segmented into two groups based on the category of the university, either public or private university. The sampling technique for management staff respondents was purposive sampling, while the students' respondents were calculated using the Cooper and Schindler formula. The study adopted an interview guide and questionnaire data collection instrument. Data were collected from 276 respondents, with multi-level random sampling of 270 students, of which 224 (63.82%) returned, and 45 contract catering managers, university directors of catering, and procurement managers, of which 33 (73.33%) responded. Expert review was used to pretest the questionnaire before the actual study.The study adopted Cronbach's alpha formula to test the reliability of the instrument, and coefficients ranging from 0.65 to 1 were considered adequate for data analysis. The study collected primary data, which was analyzed through descriptive statistics and inferential analysis about the management and students' views and perceptions. Data were then reported in tables, bar graphs, and percentages, along with verbatim quotes. For inferential statistics, Pearson correlation analysis was used to examine the relationship between the independent variable service quality and the dependent variable customer satisfaction of the study to test the hypotheses. Simple regression results revealed that at a 5% level of significance and 95% level of confidence, the tested variables had p-value confidence levels of 0.000 for service quality, which had a positive statistically significant relationship with customer satisfaction. The study concluded that the management of contract catering services influences customer satisfaction, where the positive independent variable, service quality, enhances customer satisfaction. The study recommends that university management requires further similar studies to be done in other universities and colleges in Kenya with the aim of evaluating the influence of service quality in contract catering services on customer satisfaction in universities. This should aim at establishing if similar challenges in the management of contract catering services are a replica in other institutions worldwide.

Exploring the Effect of Marketing Factors on Customers’ Online Purchase Intention Using the Stimulus Organism Response (SOR) Framework

Using the stimulus organism response (SOR) framework, we developed an experimental study and tested the impact of marketing factors such as website appearance, celebrity endorsement, and privacy/security (S) on customer satisfaction trust (O), and online purchase intention (R). The data were collected from online shoppers from India. This study utilized a purposive sampling technique. The Descriptive statistical analysis analysis through SPSS. The hypothesis testing through SMART PLS 3.0. The results revealed that all hypotheses were significant, except, for the variables customer satisfaction and celebrity endorsement. According to the findings of this investigation, customer satisfaction and trust mediate the relationship between marketing elements and online intention to buy. This study is an attempt to analyze the effect of marketing elements on online purchase intention within the Indian environment, presenting numerous conclusions and recommending future research prospects. Furthermore, the study provides insight into how individual traits influence the online consumer decision-making process, leading to more tailored knowledge. This research aims to enhance the existing comprehension of the dynamic correlation between marketing aspects and customers' inclinations to make online purchases. The findings obtained from this study hold significant value for marketers aiming to navigate the intricate realm of e-commerce and enhance their tactics to align with the changing demands and expectations of online consumers.