Customer Satisfaction Variables Research Articles

The Influence Of Service Quality, Trust And Customer Satisfaction On Maxim's Customer Loyalty In Medan City

This study aims to determine the effect of service quality, trust and customer satisfaction on consumer loyalty maxim in the city of Medan. The influence of service quality, trust and customer satisfaction will be analyzed partially and simultaneously on Maxim customer loyalty in Medan City. The research method used is associative research with a quantitative approach. The population in this study were Maxim consumers in Medan City, with a sample of 100 respondents. The sampling technique uses non-probability sampling with a purposive sampling technique. Primary data was obtained from questionnaires which were distributed via google form, while secondary data was obtained through library data. Methods of data analysis using instrument test, classical assumption test, multiple linear regression analysis and hypothesis testing. The results of the research conducted show that the variables of service quality (X1), trust (X2) and customer satisfaction (X3) have a positive and significant effect on customer loyalty. However, the variables of service quality, trust and customer satisfaction have a simultaneous effect on consumer loyalty (Y). The coefficient of determination test shows that there is a close relationship between service quality, customer trust and satisfaction on consumer loyalty with an R value of 83.6%. Through the value of the Adjusted R square it is known that the variables of service quality, trust and customer satisfaction contribute 69% to the consumer loyalty variable while the remaining 31% is influenced by other variables not discussed in this study.

ANALISIS PENGARUH TRUST DAN BRAND IMAGE TERHADAP KEPUASAN DAN LOYALITAS PELANGGAN DI PT DELTA SATRIA DEWATA BALI

market share. An important factor that must be considered by distribution companies is to maintain customer satisfaction and loyalty. The number of competitors in the same business certainly makes entrepreneurs think how to prevent consumers who are familiar with their company's products/brands from moving to other places. The purpose of this study is to analyze the effect of trust and brand image on customer satisfaction and loyalty at PT. Delta Satria Dewata Bali.The location of this research is at PT. Delta Satria Dewata Bali, Jl Imam Bonjol No. 226A. The sampling technique used was non-probability sampling, namely the purposive sampling method with a total sample of 100 respondents. The data collection method used a questionnaire with a likert (5 scale). The data analysis technique used is path analysis.The results showed that the variables of trust and brand image had a positive and significant effect on customer satisfaction at PT. Delta Satria Dewata Bali. Variables Trust and brand image have a positive and significant effect on customer loyalty at PT. Delta Satria Dewata Bali. The variable of customer satisfaction has a positive and significant effect on customer loyalty at PT. Delta Satria Dewata Bali

How Customer Responding to Coworking Spaces By 24 Hour Service Providers Under the Covid-19 Pandemic: A Case of Three Dummy Coworking Space Providers at Nakhon Ratchasima Province, Thailand

Purpose: This study objective was looking for the variables of customers’ responding to coworking spaces during the covid-19 pandemic in Thailand. In the study we have set up three dummy coworking spaces in Nakhon Ratchasima, Thailand by testing the customers’ responding to the dummy coworking spaces services.
 Design/methodology/approach: This research is qualitative research and attempted to sizing a coworking space customers’ responding to the coworking space satisfaction, based on the various perspectives which described in sub-variables. The research instrument has been developed and created by using the quantitative method as a primary investigator (PI). The sample is four hundred customers who gave their insights about coworking spaces services by measuring their satisfactions.
 Findings: The results show that consumers are satisfied with product, price, promotion and place perspectives that provided by coworking space providers during covid-19. The recommendation for further study at other coworking spaces in many provinces, particularly in the big cities since the covid-19 crisis is getting more severe in the New Normal.
 Research limitations/implications: Time plays an important factor in the covid-19 crisis and makes a difference as far as prior and after immunization. The research framework needs to conduct more at other provinces for customer satisfaction variables confirmation.
 Originality/value: This research is original research which explored customers' satisfaction during the Covid-19 pandemic and it provides benefits for co-working space service providers. They adapt the co-working space suitable for people who are comfortable and safe. Furthermore, the co-working space service providers have a customer insight for new service creations.

The Effect of Type of Payment, Sales Promotion, Quality of Service, Price, and Location on Refilling Gallons of Water with Variables of Customer Satisfaction as Intervening Variables (Case Study on Gallons of Refilled Water "Krisna" in Cipayung Village, Cipayung Sub-District)

The Effect of Type of Payment, Sales Promotion, Quality of Service, Price, and Location on Refilling Gallons of Water with Variables of Customer Satisfaction as Intervening Variables (Case Study on Gallons of Refilled Water "Krisna" in Cipayung Village, Cipayung Sub-District)

DETERMINANT OF LOYALTY OF EXECUTIVE CLASS PATIENTS AT AMBULATORY SERVICES AT SILOAM HOSPITALS TB SIMATUPANG DURING COVID-19 PANDEMICS

Business competition in the health industry is getting tighter, especially since the COVID-19 pandemic has significantly decreased patient visits. This study aims to determine the determinants of executive patient loyalty at the Siloam Hospitals TB Simatupang outpatient installation during the COVID-19 pandemic era. This research is quantitative research with an observational research design. The study population consisted of 520 patients with a sample of 84 patients with research instruments using a questionnaire. The results of the study stated that most respondents were loyal to services at the executive clinic, with an NPS of 50%. Customer satisfaction, service quality, perceived value, trust, hospital brand image, and commitment significantly and positively affect executive patient loyalty. Specifically, the commitment variable has a direct influence on loyalty. Customer satisfaction, service quality, trust, hospital brand image, and OCB indirectly affect loyalty. Commitment (0.865) is the most influential variable on patient loyalty. Furthermore, the variables customer satisfaction (0.541), trust (0.484), service quality (0.425), OCB (0.249), hospital brand image (0.107) respectively also have a degree of influence on patient loyalty.

The Effect of Service Quality, Personal Selling, and Complaint Handling on Customer Retention of Sharia Bank Customers with Customer Satisfaction as Intervening Variable

Customer retention is an important element of any banking strategy in today's increasingly competitive environment. The purpose of this study is to examine and explain the effect of service quality, personal selling, and complaint handling on customer retention in Islamic bank customers in Indonesia with customer satisfaction as an intervening variable. The population of this study was Islamic bank customers in Indonesia with sampling using a purposive sampling technique, the number of samples used in this study was 107 respondents. The data analysis technique used is SEM-PLS using Warp PLS version 7.0 as a data processing tool. The results of this study indicate that service quality, personal selling, and complaint handling have a significant positive effect on customer satisfaction. Customer satisfaction itself has a significant positive effect on customer retention, while the three independent variables have no significant effect directly on customer retention. Different results when service quality, personal selling, and complaint handling have a significant positive effect on customer retention after being mediated by customer satisfaction variables.

The Influence of Product Quality and Price on Customer Satisfaction in Chicken Tangan Mas Salam Cikrang West Java

This study aims to determine the effect of product quality and price on customer satisfaction in soft bone chicken Mas Salam Cikarang, West Java. The independent variables in this study are product quality and price. While the dependent variable is customer satisfaction variable. Research using quantitative methods. The sample in this study were customers at Mas Salam Soft Bone Chicken, Cikarang, West Java. Data collection was carried out by distributing questionnaires directly to 65 respondents. Statistical method using SmartPLS 3, with statistical test hypothesis testing t. The results of this study indicate that product quality has a positive and significant effect on customer satisfaction. Price has a positive and significant effect on customer satisfaction. Keywords: Product Quality, Price and Customer Satisfaction

PENGARUH LOKASI, PROMOSI DAN KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH PADA KOPERASI SYARIAH MAWAR LAMONGAN

The study aims to determine the effec of location, promotion and services quality on customer satisfaction on the Cooperation Of Shariah Mawar Lamongan on Jl. Raya Simo Sungelebak, Karanggeneng, Lamongan Regency. This research is a survey with quantitave research. The population in this study were consumers Cooperation Of Shariah Mawar Lamongan. Sampling uses a purposive sampling technique and obtains a sample of 100 respondents using the Slovin formula. Data collection techniques using interviews and questionnaires. Analysis of the data used is validity test, reliability test, multiple linear regression analysis, classic assumption test, test coefficient of determination R2 and hypotesis testing through t test which is used to obtain location, promotion, and services quality partially on the Cooperation Of Shariah Mawar Lamongan.From the analysis results obtained t test results of the location variable t arithmetic = 2,769 > t table = 1.660 which determines the location agreed on the customer satisfaction. Variable promotion quality tcount = 1,991 > ttable = 1,660 which states the quality of the promotion against the customer satisfaction, and the services quality variable tcount = 3,970 > ttable = 1.660 that supports the services quality of the customer satisfaction. While R square of 0,727 shows that 72,7% of Customer Satisfaction variables are influenced by location, promotion and service quality. While the remaining 27,3% is influenced by other variables not examined.Keywords: Location, Promotion, Service quality, and Customer satisfaction.

Pengaruh Produk, Tempat dan Promosi terhadap Kepuasan Pelanggan di Hotel Santika Depok

This study aims to determine the effect of product, place, and promotion on customer satisfaction at Hotel Santika Depok through quantitative methods, including surveys and data collection through observation, questionnaires, and unstructured interviews. This study used a sample of 100 guests from Hotel Santika Depok, selected using incidental sampling. The total population of guests at the hotel over the last six months was 28,804. The data for this research was collected via questionnaire on the variables of product, place, promotion, and customer satisfaction. The data analysis technique used was multiple linear regression, with the correlation coefficient and coefficient of determination being calculated using SPSS tools. The results of this study suggest that product, place, and promotion have a positive and significant influence on customer satisfaction at Hotel Santika Depok. This is indicated by the multiple linear regression values, which show a correlation coefficient of 0.827 for the product variable, 0.850 for the place variable, and 0.890 for the promotion variable. The coefficient of determination is 84.3%. This means that product, place and promotion contribute 84.3% to customer satisfaction at Hotel Santika Depok, while the remaining 15.7% is influenced by other factors and variables not examined in this study. The results of the hypothesis testing showed that the F-test value was greater than the F-table value, indicating that the null hypothesis should be rejected in favor of the alternative hypothesis. The t-test also showed that the t-count value was greater than the t-table value for all three variables, indicating that the null hypothesis should be rejected for all three variables.

THE INFLUENCE OF VIRAL MARKETING DIMENSIONS AND PERCEIVED PRODUCT VALUE ON CUSTOMER SATISFACTION IN BURGER KING MANADO

This study aims to identify if information spreading, economic incentives and perceived product value influence the customer satisfaction simultaneously. Identify if information spreading influence the customer satisfaction, if economic incentives influence the customer satisfaction, if perceived product value influence the customer satisfaction. to determine the effect of Viral Marketing Dimensions and Goods Value Assessment on Customer Satisfaction at Burger King Manado This study uses quantitative methods. To achieve this goal, the researchers distributed questionnaires and the sample used was 100 respondents. The data or results from this study were obtained directly from a questionnaire distributed to 100 respondents, in this case the customers of Burger King. The Influence of variable Information Spreading (X1) on variable Customer Satisfaction (Y).The results showed that information spreading as part of viral marketing dimension has positive impact toward purchase intention.Information Spreading as part of Viral Marketing Dimensions partially, brand Association as part of Viral Marketing Dimensions partially, Perceived Product Value partially, also Viral Marketing Dimensions (Information Spreading and Brand Association) and Peceived Product Value simultaneously have effect on customer satisfaction on Burger King Manado. Keywords: viral marketing, perceived product value, customer satisfaction

The Effect of Brand Image and Price Perception on Customer Satisfaction on Citilink Airlines at Juanda International Airport Surabaya

The Central Statistics Agency (BPS) noted that the number of airplane passengers was 2.38 million people, an increase of 47.8% compared to the previous month. An increase in the number of passengers occurred at one of the main airports, namely Juanda Surabaya by 46%. The services provided by Citilink airline companies and price perceptions will affect the image in the future so that the airline must improve this to get Citilink airline user satisfaction. This study aims to determine the effect of Brand Image and Price Perception on Customer Satisfaction on Citilink Airlines at Juanda International Airport, Surabaya. Data analysis and hypothesis testing were carried out using multiple linear regression analysis through IBM SPSS Statistics 22. The results of this study indicate H1 is Ho is rejected and Ha is accepted, which means brand image has a positive and significant effect on customer satisfaction with a significant value of the brand image variable of 0.017 0 ,05. H2 is Ho is rejected and Ha is accepted, which means that price perception has a positive and significant effect on customer satisfaction with a significant value of the customer satisfaction variable of 0.006 0.05. H3 is Ho rejected and Ha accepted, which means brand image and price perception have a positive and significant effect on customer satisfaction with a significant value on the F test of 0.000 0.05. The result of the value of R Square (R2) is 35.8%.

The Effect of Customer Experience, Customer Value and Customer Satisfaction on Grab Online Transportation Customer Loyalty on South Jakarta National University Students

This study aims to analyze the effect of customer experience, customer value and customer satisfaction on customer loyalty for Grab Online Transportation at the National University of South Jakarta. The research method used in this study is a descriptive quantitative method with a population of South Jakarta National University students who use Grab Online Transportation. There were four variables studied in this study, namely Customer Experience (X1), Customer Value (X2) and Customer Satisfaction (X3) as independent variables, and Customer Loyalty (Y) as the dependent variable. This study used a sample of 96 respondents. The technique used in this research is non-probability sampling with purposive sampling. This study uses primary data collected through questionnaires which are processed using multiple linear regression and hypothesis testing on the IBM SPSS 25.0 application. The results of the study based on the t-test showed that customer experience (X1) had a positive and significant influence on customer loyalty, this can be seen from the results of the t-test where tcount > ttable (2.823 > 1.984) and significance (0.006 < 0.05). Customer value (X2) has a positive and significant effect on customer loyalty, this can be seen from the results of the t-test where tcount > ttable (2,013 > 1,984) and significance (0,047 < 0,05). Customer satisfaction (X3) has a positive and significant effect on customer loyalty (Y), this can be seen from the results of the t test where tcount > ttable (4,420 > 1,984) and significance (0,00 < 0,05). Thus, it can be concluded that the variables of customer experience, customer value and customer satisfaction have a positive and significant effect on customer loyalty.

ANALISIS FAKTOR KUALITAS JASA TERHADAP KEPUASAN PELANGGAN DI WAROENG CETAKAN CIMAHI

Abstract: Waroeng Cetakan is a company engaged in the printing sector, To maintain and improve customer satisfaction, The company always strives to provide products with better service quality, The purpose of this study was to determine the factors of service quality on customer satisfaction, This study uses the service quality variable (X) as an independent variable consisting of tangible, reability, responsiveness, asurance , emphati and customer satisfaction variables (Y) as dependent variable. The surveys were distributed to 99 respondents using a non-probability sampling technique Then, using SPSS V25, statistical tests (validity, correlation coefficient, coefficient of determination, and hypothesis testing) were performed. The results of data analysis are obtained tarithmetic ttable (7.663 1.988). The value is adjusted R square 0.484 or 48.4% for variables emphati and the significance value of all accumulated service quality (X) 0.000 0.005 which means Service quality has a significant positive effect on customer satisfaction based on the SPSS report. ThisKeywords: Quality, Service, Customer satisfaction

HUBUNGAN ANTARA KEPUASAN KONSUMEN DENGAN LOYALITAS DI MOFFEE COFFEE STORE MANADO (Relationship between Consumer Satisfaction with Loyalty at Moffee Coffee Store Manado)

The objective of this research is to find out how the relationship between customer satisfaction and loyalty at Moffee Coffee Store Manado. This research was conducted from May 2022 to August 2022. The data used in this study are primary data and secondary data. Primary data obtained from direct interviews with consumers using a questionnaire. Secondary data was obtained from Moffee Coffee Store documents. With the number of respondents as many as 81 people. The sampling technique used was accidental sampling. Data analysis used in this research is descriptive analysis and spearman rank correlation analysis.
 Based on the research results, the level of customer satisfaction at the Moffee Coffee Store is classified as very satisfied with a total score of 1430. Meanwhile, the relationship between customer satisfaction and loyalty at the Moffee Coffee Store has a positive and significant relationship between the variable customer satisfaction (X) and the variable Loyalty (Y). this is evident from the Spearman rank correlation value of 0.666, so it has a strong relationship level, and with a significant level of 0.000 below 0.05%, this means that the increasing customer satisfaction, will increase loyalty at the Moffee Coffee Store.

Managing newness of SME startups for increasing customer satisfaction and loyalty

The purpose of this study is to identify the relationship of assets and liabilities of newness with the variables of consumer behavior, customer satisfaction and loyalty. The evidence has been drawn from the field survey and thus identifies factors of customer’s evaluation for a new venture. The survey is done with a sample of 260 customers who have visited restaurants which have been at least for one year in the market and not more than three years. The scale used in the study has been adopted from the study of Nagy’s newness scale. The statistical design includes regression to identify the relationship. A positive relationship has been found among the variables suggesting the importance of assets and liabilities in developing customer’s criteria of evaluation and thus affects customer satisfaction and loyalty. Manager’s insight is necessary to understand the factors of customer’s evaluation of any new product or new firm and this study aims to add theoretical as well as practical dimensions to existing theories.

Development of Customer Loyalty Measurement Application using R Shiny

Shopee is a successful e-commerce platform in Southeast Asia today, becoming the leading choice for customers who want to shop online and has built loyal relationships with customers. Apart from Shopee, many other e-commerce companies also emphasize the importance of building customer loyalty as their primary goal. This research will explore the main factors that play a role in creating Shopee customer loyalty. By measuring customer loyalty, which refers to the variables of customer satisfaction, promotions, data security, and customer service. Through the Structural Equation Modeling Partial Least Squares (SEM-PLS) method. Research data was obtained by distributing questionnaires to 180 customers who purchased on Shopee, distributed via TikTok. The research results show that two hypotheses were tested to understand the influence of variables on customer loyalty. The results show that customer satisfaction has a significant impact that exceeds other variables in creating customer loyalty. Promotion and data security also contribute positively, while customer service, although it has a positive effect, is not significant in influencing customer loyalty. The research conclusion emphasizes customer satisfaction as the primary strategy for maintaining and increasing customer loyalty, especially in the tight competitive environment in the e-commerce industry.

Analysis of Technical Service Quality in Increasing Customer Loyalty and Satisfaction: Study Broadband Internet Service in Indonesia

This paper investigates the effect of service quality on consumer loyalty of Telkomsel Flash broadband internet access services. Furthermore, the variables of trust and customer satisfaction are also tested as mediating variables. Samples were taken as many as 200 respondents were carried out using convenience sampling techniques by selecting a non-random sample. A convenience sampling technique was chosen to avoid perceived bias in filling out the questionnaire. Data were analyzed with AMOS 18, Structural Equation Model Analysis was conducted to estimate several separate regression equations, but each has a simultaneous or concurrent relationship. The variable technical quality and customer satisfaction directly and partially affect consumer loyalty on Telkomsel Flash broadband internet access services. Mediation testing results indicate that the research model best represents the data in this study as partially mediated models. The results show that there is a positive and significant relationship between variables in 4 relationship interactions. The relationship of the variables referred to is (1) service quality with customer satisfaction, (2) service quality with trust, (3) service quality with customer loyalty, (4) customer satisfaction with customer loyalty. Nevertheless, two relationships between variables show insignificant relationships: customer satisfaction with trust and (2) trust with customer loyalty.

PENGARUH KUALITAS PRODUK, KUALITAS PELAYANAN DAN EKUITAS MEREK TERHADAP KEPUASAN PELANGGAN DI CAFÉ BERINGIN PREMIUM KOTA BATAM

This study aims to determine the effect of product quality, service quality and brand equity simultaneously and partially on customer satisfaction at Café Beringin Batam City. The method of collecting data is through a questionnaire survey with a sample of 130 respondents. The analytical method used is multiple regression analysis and the type of research used in this study is a survey method. The results obtained on the product quality variable on customer satisfaction with a value of T count > T table (2.751 > 1.656) with a significant level (0.007 < 0.05) so it can be concluded that product quality has a significant influence on customer satisfaction. The service quality variable on customer satisfaction has a T count > T table (5.072 > 1.656) with a significant level (0.000 < 0.05) which means that service quality has a significant effect on customer satisfaction. The results of the research on the Brand Equity variable on customer satisfaction have a T count < T table (1.503 < 1.656) with a significant level (0.135 > 0.05), so it can be concluded that brand equity has no significant effect on customer satisfaction. Meanwhile, the value of f arithmetic > f table can be obtained simultaneously and Sig 0.000 < 0.05. Thus it can be concluded that Ho is rejected and Ha is accepted or in other words the variables of product quality, service quality and brand equity simultaneously have a significant effect on customer satisfaction with an R square value of 0.248, meaning that it shows that the product quality, service quality and brand equity variables can explain the variable customer satisfaction is 24.8%, while 75.2% is explained by other variables not discussed in this study.

Kepuasan sebagai mediasi pengaruh brand image, service quality dan experiential marketing terhadap loyalitas nasabah

This study analyzed the effect of brand image, service quality, and experiential marketing on customer loyalty at PT Bank Tabungan Negara Syariah Solo, with satisfaction as an intervening variable. This type of research is quantitative by applying a purposive sampling technique to the number of samples, 100 respondents. Furthermore, data collection was carried out by distributing Likert-scale questionnaires. The analytical method uses path analysis. The study's results prove that brand image has a positive but insignificant effect on customer satisfaction. In contrast, service quality and experiential marketing positively and significantly affect customer satisfaction. Each variable, namely brand image, service quality, experiential marketing, and customer satisfaction, positively and significantly influences loyalty. However, the variable of customer satisfaction was unable to facilitate the influence of brand image, service quality, and experiential marketing on customer loyalty.

Case of Millennial Generation: The Influence of Customer Satisfaction, Service Quality, and Price on Transjakarta Customer Loyalty in North Bekasi City

This study is to measure the effect of customer satisfaction, service quality, and price on the loyalty of millennial generation trans Jakarta users in the city of North Bekasi. This study uses quantitative research methods where the millennial generation of trans-Jakarta users in the city of North Bekasi are the objects. This study uses a non-probability sampling technique and uses a sample of 100 respondents. The design used in this study is hypothesis testing using a structural equitation model (SEM) – SmartPLS 4.0. The results of this study indicate that customer satisfaction has an effect on customer loyalty of millennial generation trans Jakarta users in North Bekasi city, while service quality and price have no effect on customer loyalty of millennial generation trans Jakarta users in northern Bekasi city. This study has limited research objectives that are only carried out on millennial generation trans Jakarta users in North Bekasi. This is used as a suggestion for future researchers. The novelty in this study combines the variables of customer satisfaction, service quality, and price on the loyalty of millennial generation trans Jakarta users in the city of North Bekasi.