Customer Satisfaction Variables Research Articles

Quality of service and customer satisfaction in Peruvian food markets

Final consumers still go to food markets to purchase basic family products; this purchase attitude is more frequent in low-income sectors because prices are relatively low, and in many cases service quality and customer satisfaction are sacrificed. In this context, the objective of this study was to determine to what extent service quality and customer satisfaction are related in Peruvian food markets. Through a quantitative approach at a descriptive and correlational level, the sample consisted of 183 buyers, and the instrument was a questionnaire with 16 items, whose reliability index was a Cronbach's Alpha of 0,996. As a result, a coefficient (r=0,990) and a significance value of 0,000 were obtained. It was concluded that there is a strong relationship between the proposed variables; it is inferred that if the service quality variable increases, so will the customer satisfaction variable, in the same magnitude and vice versa. It is recommended to propose strategies and policies to standardize the quality of the service provided, and thus leverage the satisfaction that the customer perceives for the provision of such services and the consequent increase in the sale of the products sold there.

Pengaruh Presepsi Harga, Kualitas Pelayanan Dan Lokasi Terhadap Kepuasan Pelanggan Batik Danar Hadi Semarang

The purpose of this study was to analyze the effect of perceived price, service quality and location on customer satisfaction at Batik Danar Hadi Branch Semarang. The hypothesis of this study is the perception of price, service quality and location have a positive effect on customer satisfaction at Batik Danar Hadi Semarang. The number of samples in this study were 76 people. Then the method of collecting data through questionnaires and data analysis using SPSS which includes validity test, reliability test, classical assumption test, multiple linear regression analysis, F test, and hypothesis testing using t test and R2. The results showed that the independent variable, namely price perception, had no effect on customer satisfaction. This is evidenced by the value of t arithmetic is smaller than t table that is -0.977 < 1.667 with a significant value of 0.332 > 0.05 (not significant). Service quality has a positive effect on customer satisfaction. This is evidenced by the value of t arithmetic is greater than t table that is 3.592 > 1.667 with a significant value of 0.001 < 0.05 (significant). Location has positif effect on customer satisfaction. This is evidenced by the value of t arithmetic is bigger than t table that is 1.725 > 1.667 with a significant value of 0.039 < 0.05 (significant). Based on the value of the coefficient of determination, the test results show the adjusted r square value of 0.638, this means that changes in the customer satisfaction variable of 63.8% can be explained by the independent variables of price perception, service quality, and location. Meanwhile, 36.2% was influenced by other variables not examined.

FAKTOR-FAKTOR YANG MEMPENGARUHI KEPUASAN PELANGGAN PADA REMBANGAN DAIRY FARM DESA KEMUNING LOR KABUPATEN JEMBER

This research aims to examine the influence of service quality and product quality on customer satisfaction, both simultaneous and partial influence. The method used in this research is a quantitative research method, which consists of validity testing, reliability testing, multiple linear regression analysis, multiple determination tests, classical assumption testing and hypothesis testing. The number of samples in this study was 88 respondents who were customers of the Rembangan Dairy Farm, where the purposive sampling method was used to determine the sample. The results of the research show that the service quality variable and the product quality variable simultaneously or partially have a significant effect on the Rembangan Dairy Farm customer satisfaction variable. The R2 value is 37.2%, this shows that the service quality variable and product quality variable are simultaneously able to influence changes in the customer satisfaction variable by 37.2%, while the remaining 62.8% is influenced by other variables outside this research model. The product quality variable has the most dominant influence on customer satisfaction, this is shown by the coefficient value of 0.282 which is greater than the coefficient value of the service quality variable which is 0.232.

THE MAXIM APPLICATION'S CUSTOMER SATISFACTION LEVEL AND THE IMPACT OF SERVICE QUALITY AND COSTS

The determining factors of customer satisfaction include service quality and price. This study aims to determine whether there is a significant influence of Service Quality and Price on customer satisfaction on Maxim online motorcycle taxi application in Palembang. The research data was obtained by distributing questionnaires to respondents. The population and sample in this study were 54 respondents. This study uses the Service Quality method which contains tangible, reliability, responsiveness, assurance and empathy variables. Data analysis in this study used variable instrument tests and questionnaire value analysis from respondents. The results of the analysis in this study show that the Empathy variable has the most significant influence value on the customer satisfaction variable.

ANALYSIS OF THE INFLUENCE OF SERVICE QUALITY ON SHOPEE CUSTOMER SATISFACTION AND LOYALTY

The increasing use of shopee as an online sales stall with various features offered makes the background in this study. In addition, researchers observed that there are still some shopee users who complain about poor service quality such as very long delivery, product discrepancies that come, and require a strong enough internet connection to access shopee which makes it difficult for people who are in areas with minimal internet to use shopee. This study aims to determine the quality of service to customer satisfaction and customer loyalty of the Shopee application in the South Sumatra region. The research methods used are descriptive methods with quantitative approaches and data collection techniques using literature studies and questionnaires where the sample of this study is Shopee consumers specifically for the South Sumatra region and data analysis techniques using path analysis. The results of this study are that service quality has a significant effect on the variable of customer loyalty received with a contribution of 26%, service quality has a significant effect on the variable of customer satisfaction received with a contribution of 26%, customer loyalty has a significant effect on the variable of customer satisfaction received with a contribution of 21%. The hope is that this research can be a suggestion for shopee companies to develop according to what customers feel

Harga, Kualitas Layanan, dan Kepercayaan pada Transportasi Online Maxim terhadap Kepuasan Pelanggan

This research was conducted to see the effect of price, service quality, and trust on Maxim online transportation customer satisfaction in Jabodetabek. The method used in this research was a quantitative method using multiple regression analysis to measure the effect of one variable on another, and obtained a total of 150 respondents. This research uses two variables, namely the independent variable with the indicator variables Price, Service Quality and Trust. As well as the dependent variable, namely the Customer Satisfaction variable. Based on the results of a simple correlation analysis, a correlation of 0.489 was obtained, which means there is a positive influence between the variables because the R value is positive. Then based on the results of the overall index of Price, Service Quality and Trust, customer satisfaction was 48.9%, which shows a very strong relationship. Looking at the background of this research, Maxim customers are dissatisfied with several service indicators provided, therefore the practical implication of the results of this research that can be carried out by online transportation service providers Maxim is the need to provide service quality that is comparable to several things, such as Maxim drivers responding and implementing suggestions for complaints given by customers, maintaining customer trust so that customers can feel satisfied with the services provided, accompanied by drivers who always maintain cleanliness and tidiness so that customers can feel comfortable when using Maxim's online transportation services.

Determinants of Customer Loyalty at Bank Syariah Indonesia KCP Medan Iskandar Muda 1 in Medan City

This research aims to determine the effect of service quality and customer satisfaction on customer loyalty and also aims to increase customer loyalty. This research used customers of Bank Syariah Indonesia KCP Medan Iskandar Muda 1 in Medan City as respondents in filling out the questionnaire as many as 170 customers. The tests used in this research are data quality tests, classical assumption tests, influence tests and hypothesis tests. From the results of this research, it was found that the influence of service quality on customer loyalty is a significant influence where the significance value is 0.001 < 0.05 and tcount is greater than ttable (3.245 > 1.653), the influence of customer satisfaction on customer loyalty also has a significant influence where the significance value is 0.000 < 0.05 and tcount is greater than the table (3.742 > 1.653) and simultaneously service quality and customer satisfaction have a significant effect on customer loyalty where the significance value is 0.000 < 0.05 and fcount is greater than ftable (23.982 > 3.05). Meanwhile, the R2 value of 22.3% of this research is influenced by service quality and customer satisfaction variables, while the remaining 77.7% is influenced by service quality and customer satisfaction variables. influenced by other variables not examined in this study.

The Influence of Brand Image, Service Quality, And Customer Satisfaction On Repurchase Intention

Purpose- This study aims to analyze the effect of brand image, service quality, and customer satisfaction on repurchase intention (a survey of consumers at McDonald's Sultan Agung Yogyakarta). Design/Methodology/Approach- This study used a quantitative approach using a questionnaire as a data collection technique, and a sample of 151 McDonald's Sultan Agung consumers was obtained. The sampling technique used is the purposive sampique, with the instrument measuring scale using a Likert scale. Hypothesis testing was carried out using multiple linear regression analysis using the SPSS version 25 analysis tool. Findings- The results of this study indicate that: 1). The brand image variable has proven to affect repurchase intention at McDonald's Sultan Agung positively. 2). Service quality variable is proven to positively affect repurchase intention at McDonald's Sultan Agung. 3). The customer satisfaction variable is proven to positively influence repurchase intention at McDonald's Sultan Agung. Research limitations/implications- Research findings are expected to be a reference and learning for producers of goods or services that to grow or retain consumers to be interested in making repeat purchases, there are many factors that influence it. This research reveals that brand image, service quality, and customer satisfaction influence consumers to be interested in making repeat purchases. Originality/value- Studies on consumer behavior in the food and beverage business are quite limited, and there are minimal studies that use fast food restaurants as research subjects to measure the level of consumer repurchase interest. The study reveals factors that are thought to influence the level of consumer repurchase interest in a fast food restaurant.

Analysis of The Influence of Customer Satisfaction, Experiental Marketing and Product Quality on Loyalty of Uniqlo Customers

This study intends to examine how product quality and experiential marketing affect customer loyalty and consumer happiness. A quantitative analysis method was employed in the analysis. the Likert scales. The path analysis approach is the one the author used to process the data. Purposive sampling was used in this investigation, and the sample size was 100 respondents. The information gathered is primary information, the outcome of respondents' responses to the questionnaires that were delivered. The findings indicated that the experiential marketing variable had a significant impact on customer satisfaction, that product quality variables significantly influenced customer satisfaction variables, that experiential marketing variables and product quality also had a significant impact on customer satisfaction variables, and that customer loyalty variables were significantly influenced by both of these variables.

The Role of Customer Satisfaction Mediates The Effect of Service Quality on Customer Loyalty in Online Transportation

The purpose of this research was to analyze the role of customer satisfaction in mediating service quality and customer loyalty for Grab customers in Denpasar. This research is a type of associative study. The research population is customers of Grab bike service in Denpasar city and sample determination in this study uses probabilistic sampling by random sampling. The sample of this study is 100 customers of online motorcycle taxi users. The primary data source is the respondents who directly respond to the survey variable being tested. Data collection used in study is by distributing questionnaires to 100 respondents and data analysis technique used is Partial Least Square (PLS). The research results show that the variable customer satisfaction is a good mediator between service quality and customer loyalty. The existing relationship is a positive relationship where as the service quality of Grab-Bike in Denpasar improves, so does customer satisfaction, which in turn increases customer loyalty.

The Effect of Overall E-Service Quality to Online Customer Satisfaction After Covid-19

E-commerce companies such as Tokopedia during the Covid-19 outbreak are vying to provide the best service for consumers. For example, they try to provide free shipping promos,discount, give away, quizzes with prizes and so on, they even still use this strategy until now entering the Post-Covid-19 Pandemic period.However, in providing promotional offers to attract consumers to visit e-commerce This is not a major factor in determining whether consumers will buy the products or service offered, because many other similar platforms also do the same thing and maybe it will be even more tempting for consumer. Therefore, it will be better for e-commerce to focus more on providing satisfaction that can lead to purchasing decisions and make them loyal (Tobagus, 2018). Providing quality service to satisfy consumers is what all e-commerce aims for, because if the consumer is satisfied with the product purchased and the service obtained it will bring profit to the e-commerce and can survive in today's increasingly fierce competition. So, it is hoped that in the future it will provide profound contributions and benefits related to influence Overall E-service Quality to Online Customer Satisfaction on the Tokopedia marketplace which was researched and reviewed after the Covid-19 Pandemic. From the results of this research later, it is expected to emerge new indicators which will open the researcher's discourse regarding variables of E-service quality and Online Customer Satisfaction on online shopping platforms. Researchers estimate that there will be demands for different service standards when shopping using Tokopedia E-commerce before the Pandemic and after the Covid-19 Pandemic. Keywords: Covid-19, E-Commerce, Overall E-Service Quality, Customer Satisfaction

The Effect Of Service Quality, Brand Experience, Price, Trust, And Convenience Toward Customer Satisfaction And Its Effect To Positive Wom Of Bridestory Indonesia

This study aims to examine the influence and effectiveness of digital marketing dimensions in producing Positive Word of Mouth as the key to brand development in the digital realm. These digital marketing dimensions are Service Quality, Brand Experience, Price Perception, Customer Trust, and Online Convenience, as well as Customer Satisfaction as a mediating variable. The research was conducted using quantitative methods with 206 respondents using Partial Least Square and Structural Equation Modeling (PLS-SEM). This study shows that the Customer Satisfaction variable which is examined through questionnaires and hypothesis testing using SmartPLS-SEM, has a direct influence on Positive WOM. Customer satisfaction itself is also heavily influenced by Service Quality, Brand Experience, Perceived Price, Customer Trust, and Convenience.

The Influence of Perceived Price and Customer Satisfaction on Customer Loyalty for Shopee E-Commerce Online Shopping

This study aims to determine the effect of Price Perception and Customer Satisfaction variables on Customer Loyalty for Shopee E-Commerce Shopping partially. This type of research is quantitative. The population in this study were Shopee consumers in Surabaya, aged 17-25 years who had made at least two purchases at Shopee e-commerce. The sample of this research is 78 respondents. The sampling technique used in this study was no change sample. Collecting data using a questionnaire as a source of primary research data. While the data processing technique used is Partial Least Square (PLS). Based on the results of the study it can be concluded that Price Perception has a significant positive effect on Customer Loyalty, Customer satisfaction has a positive effect on Customer Loyalty.

Pengaruh Kualitas Produk, Citra Merek Dan Lokasi Terhadap Kepuasan Konsumen Warung Kopi Prada Di Surabaya

The coffee shop industry is one of the industries with the fastest development and demand. Every year the development and growth of the number of coffee shops opened in Indonesia is always increasing. By providing a product that is different from other coffee shops through the characteristics that coffee is served to customers, it can make the coffee shop always visited by customers, besides that, a brand image that is easy to remember and a strategic location will be able to attract customers to come to enjoy the coffee. The reason of this think about was to decide the impact of Product, Location, and Brand Image on Warkop Prada's Shopper Fulfillment variable in Surabaya. This inquire about was conducted employing a quantitative approach. The research information is within the frame of a test of 96 respondents in which the test is taken using Lemeshow. The information collection strategy may be a survey. Information investigation utilized in this think about was numerous direct relapse investigation with SPSS 26 computer program. The information that met the legitimacy test, unwavering quality test, and classic presumption test were handled to deliver a relapse condition: Y = 18.397 + 0.168X1 + 0.194X2 + 0.549X3 + e. The comes about of the investigation carried out can be seen through the comes about of the t test it can be seen that the factors Product (X1), Brand Image (X2), and Location (X3) have a fractional impact on the Customer Satisfaction (Y) Warkop Prada in Surabaya with each having t number (2.167), t check (2.288) and t number (2.638) which is more noteworthy than t table (1.66088). The comes about of the F test in this study appear that the calculated F esteem (5.475) is more noteworthy than F table (3.09), which implies that the autonomous factors are Product (X1), Brand Image (X2), and Location (X3) factors at the same time influence the variable Customer Satisfaction (Y) Warkop Prada in Surabaya

Pengaruh Experiential Marketing, Service Quality dan Reference Group terhadap Kepuasan Nasabah dengan Loyalitas sebagai Variabel Moderasi pada Bank Sumut Syariah KCP Multatuli.

This study aims to examine the effect of experiential marketing, service quality and reference groups on customer satisfaction, either partially or simultaneously. And to test whether loyalty is able to moderate the experiential marketing, service quality and reference group variables on customer satisfaction at the North Sumatra Islamic bank Multatuli KCP. This study uses quantitative research methods by collecting data using a Likert scale. The subjects of this study were customers from Bank Sumut Syariah Kcp Multatuli, totaling 100 samples, data analysis techniques through the IBM SPSS statistics 15 program. The results of the study show that first, the experiential marketing variable has a significant effect on customer satisfaction. variable significance value (X1) experiential marketing of 0.000 (<0.05). Second, the service quality variable has a significant effect on customer satisfaction variables. the variable significance value (X2) of service quality is 0.019 (<0.05). The three reference group variables have no significant effect on customer satisfaction variables. variable significance value (X3) reference group of 0.956 (> 0.05). The four customer loyalty variables were unable to moderate the influence of experiential marketing variables on customer satisfaction. The significance value of the interaction variable between experiential marketing and loyalty was 0.946 (> 0.05). The five customer loyalty variables were unable to moderate the influence of service quality variables on customer satisfaction. The significance value of the interaction variable between service quality and loyalty was 0.276 (> 0.05). The six customer loyalty variables were unable to moderate the influence of the reference group variable on customer satisfaction. The significance value of the interactio n variable between the reference group and loyalty was 0.941 (> 0.05). Seventh simultaneously experiential marketing (X1), service quality (X2), reference group (X3) and Loyalty (Z) have a significant effect on customer satisfaction as variable Y, and Sig value < 0.05 then 0.000 < 0.05.

Customer Experience and Customer Satisfaction on Blibli Customer Loyalty in the City of Surabaya

The development of the digital world is currently very rapid, progress in the online world every year cannot be doubted. One of the sectors that has been affected by this progress is digital business, namely e-commerce or electronic commerc. eThe user's text is too brief to be rewritten academically. The main aim of this study was to investigate the influence of customer experience and customer satisfaction on customer loyalty, specifically focusing on the Blibli.com platform in the urban context of Surabaya. The present study employed a quantitative methodology, utilizing a purposive sample technique. The research population is loyal customers from Blibli in the city of Surabaya. The sample in this study are customers aged 26-35 years who live in the city of Surabaya, customers who have made purchases at Blibli with a minimum of 2 purchases, and customers who have used the Blibli application for at least 1 year. While the sample in this study were 112 Blibli customer respondents according to the criteria. All tests using the SmartPLS Application show that all tests get scores above the required values so that the tests are declared reliable. The findings of the research indicate that customer experience exerts a substantial and favorable impact on customer loyalty. Similarly, the variable of customer satisfaction exhibits a noteworthy and favorable impact on customer loyalty.

The Effect of Customer Satisfaction, Brand Trust, and Switching Barriers on Customer Retention of Users of Grab Online Transportation Services in the City of Surabaya

This study aims to determine how customer satisfaction, brand trust, and switching barriers affect customer retention in Grab online transportation user services in Surabaya. The method in this study uses a quantitative approach. One hundred twenty respondents were obtained as research samples using non-probability sampling with a purposive sampling technique. The selected sample is consumers who have used Grab online transportation services. Data was collected via a survey via a Google form, then analyzed using Structural Equation Modeling (SEM) via Partial Least Square (PLS). The fact explains that the variables of customer satisfaction, brand trust, and switching barriers positively contribute to the customer retention variable.

Pengaruh Pelayanan, Kualitas Jaringan, Harga Yang Kompetitif Terhadap Kepuasan Pelanggan Dan Dampaknya Terhadap Kinerja Keuangan PT Global Media Data Prima Cabang Kediri

This study aims to determine the effect of service, network quality, competitive prices on customer satisfaction and the impact on financial performance of pt global media data prima kediri branch. This case study was conducted at PT Global Media Data Prima, Kediri branch. Barokah in 2020-2021 which consists of variables (X) including: service, network quality, competitive prices, variable (Y) customer satisfaction and external variables of financial performance. The sampling technique uses a cluster random sampling technique with random sample types based on area. The results of this study indicate that H1 Service has no effect on customer satisfaction, whereas H2 network quality has no effect on customer satisfaction, and H3 competitive prices have a significant effect on customer satisfaction. Based on the three equations, it proves that customer satisfaction can affect financial performance, the higher the customer satisfaction, the higher the financial performance obtained by the company. The smaller the customer satisfaction, the smaller the financial performance obtained by the company.

Customer Satisfaction at Babeh Sadeli Typical Betawi Restaurant

This study aims to determine the effect of service quality and facilities on customer satisfaction at Babeh Sadeli Typical Betawi Restaurant. This type of research is descriptive research with a quantitative approach with a simple regression analysis method which is processed with the help of the SPSS program. The population in this study were all visitors who had come to the Betawi Babeh Sadeli Restaurant. At the same time, the sample in this study amounted to 100 respondents. Data collection techniques by distributing questionnaires. The sampling technique used is accidental sampling. The results showed that the quality of service and facilities significantly affected the variable of customer satisfaction. Customer satisfaction. This indicates that the Betawi Babeh Sadeli Restaurant provides quality consisting of security, security, and supervision.

Analisis Faktor-faktor yang Mempengaruhi Loyalitas Konsumen dengan Variabel Intervening Kepuasan Konsumen di Pizza Hut Kota Pamekasan

With the expansion of the Pizza Hut business in big cities, it tries to expand its business network. One way is to open a branch in Pamekasan City with district scope, which targets the middle to lower economic community. The purpose of this study was to see and analyze the effect of price, service quality, and atmosphere simultaneously influencing consumer loyalty with the intervening variable of customer satisfaction at Pizza Hut, Pamekasan City. The results showed that there was a significant influence of price, service quality, and atmosphere variables on loyalty through customer satisfaction. This can be seen from the results of the F test on the variables of price, service quality, and atmosphere on loyalty through customer satisfaction, it is obtained an F table of 4.18 < F count of 12.947, so Ho is rejected and Ha is accepted. In particular, the price also adjusts to the purchasing power of the people belonging to the district level. The quality of service provided by Pizza Hut in Pamekasan City can be said to be good, but it must also pay attention to local wisdom and be sustainable (recruiting local human resources in Pamekasan Regency).