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Journal articles on the topic 'Customer Satisfication'
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Triputranto, Bambang. "PENGARUH NILAI CUSTOMERS VALUE DAN CUSTOMER SATISFICATION TERHADAP CITRA BRAND IMAGE." JURNAL ILMU MANAJEMEN DAN BISNIS 6, no. 2 (2018): 14. http://dx.doi.org/10.17509/jimb.v6i2.13098.
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Rendahnya keunggulan bersaing (Competitive Advantage) merupakan masalah yang dihadapi oleh Politeknik Pos Indonesia, dikarenakan Brand Image-nya, dapat dilihat dari peringkat Politeknik yang dikeluarkan oleh TeSCA. Brand Image merupakan masalah penting untuk diteliti karena berkaitan dengan kepercayaan stakeholder pada merek tersebut. Customers Value dan Customers Satisfication adalah solusi yang dapat menyelesaikan permasalahan Brand Image dan merupakan variable yang akan diteliti dalam tesis ini, dengan menggunakan metode analisis SEM dan jumlah sample sebanyak 350 Mahasiswa. Metode penelitian kualitatif (Deskriptif dan Verifikatif) yang akan digunakan dalam penelitian ini. Untuk menguji validitas dan reabilitas dilakukan pengukuran model dengan Confirmatory Factor analysis (CFA) sedangkan teknis analisa data menggunakan Structural Equation Modelling (SEM). Hasil penelitian menujukan terdapat pengaruh Customers Value, dengan mediasi Customers Satisfication berpengaruh terhadap Brand Image Politeknik Pos Indonesia, diperoleh hasil output berupa t-value sebesar 12,11. Hasil t-value yang ditunjukkan oleh hipotesis 3 adalah lebih besar dari 1.96, maka dapat disimpulkan bahwa variabel customer value berpengaruh positif terhadap brand image secara signifikan dengan mediasi Customers Satisfication dari mahasiswa, maka disimpulkan bahwa semakin tinggi customer value dengan Customers Satisfication yang dirasakan mahasiswa, maka brand image akan semakin baik pula.
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Salma, Fitria Solahika, and Ririn Tri Ratnasari. "Pengaruh Kualitas Jasa Perspektif Islam Terhadap Kepuasan dan Loyalitas Pelanggan Hotel Grand Kalimas di Surabaya." Jurnal Ekonomi Syariah Teori dan Terapan 2, no. 4 (2015): 322. http://dx.doi.org/10.20473/vol2iss20154pp322-339.
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This study intends to know the influences of service quality perspective Islamic on the satisfication and the customer loyalty of Grand Hotel Kalimas in Surabaya. In achieving the aim, this study uses quantitative approach particularly in path analysis. Questioner is used in this study as primary data source of this study, moreover the data sampling of this study taken from 30 respondents. Meanwhile, method of data collection uses probability sampling with accidental sampling approach.For the results, the writer finds that the quality of perspective Islamic gives significant impact toward the satisfication of the customer, but it does not give significant impact toward the loyalty of customer. However, the satisfication of the customer gives significant influence toward the loyalty of the customer, Islamic perspective of service quality indirect effect on customer loyalty.
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Yadav, Manish Kumar, and Dr Alok Kumar Rai. "Exploring the Relational Impact of Service Quality on Customer Satisfication." Ushus - Journal of Business Management 14, no. 4 (2015): 17–31. http://dx.doi.org/10.12725/ujbm.33.2.
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Customer Satisfaction has been a psychological attribute inviting attention of the customers and requiring decipher their contribution in overall business performance.Banking has been no exception to this phenomenon.Many Literatures have found a strong relationship between service quality and customer satisfaction In service sector in general and banking industry in particular. The aim of the study is to investigate the relationship between service quality and customer satisfaction. The study assesses the level of customers’ satisfaction and service quality performance of the select banks. Further the study compares the satisfaction and service quality in select public and private sector banks.The study also identifies the area where the banks need to focus. The research design is descriptive as the research is intended to conclude and suggest measures to zero down on the service quality gaps in select public and private sector banks. The result shows a positive relationship between service quality and customer satisfaction. Service quality dimensions (tangibility, reliability, responsiveness, assurance and empathy) show wide service quality gaps. The comparative study of public sector banks and private sector banks show superiority of private sector banks over public sector banks in customer satisfaction and performance of service delivery.
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Izaaz S., Ardhityar, and Rinabi Tanamal. "Analisis Pengaruh Kualitas Layanan terhadap Kepuasan Pelanggan pada Platform Investasi Crownfunding berbasis Mobile." Proceedings of the ICECRS 2, no. 1 (2019): 1. http://dx.doi.org/10.21070/picecrs.v2i1.2390.
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Investment is planting of assets carried out by company or individual. One of investment model is crowdfunding where collecting funds from large community so that significant funds are collected. Crowdfunding is managed by mobile application platform so that make easily accessed. To make customer investment, it is necessary through an investment provider. One of the important things of investment provider is service quality. Sometimes investment provider companies have problem in knowing the factor that can increase customer satisfication. This can make the company wrong in providing services needed by its customer.To find out the level of investor satisfication an analyse of factor that influence satisfication can be done. Factor of service quality can be used in the analyse. In service quality there are several factor namely tangibels, reliability, responsiveness, assurance and emphaty. In analysing used SPSS software to see the influence of these factors. After conducting research shows that service quality can affect customer satisfication, especially in the variables of reliability, responsiveness and tangibels that have significant influence. For the assurance and emphaty variables, they have an influence but not significantly. Therefore crowdfunding investment platform can implement aspects of service quality to influence their investor satisfication.
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Djatmiko, Tjahjono, and Carisshya Habibah Sabrina. "PENGARUH EMPHATY, ASSURANCE DAN RESPONSIVENESS TERHADAP KEPUASAN NASABAH PT. PRUDENTIAL LIFE ASSURANCE BANDUNG." Jurnal Manajemen Indonesia 15, no. 2 (2017): 169. http://dx.doi.org/10.25124/jmi.v15i2.712.
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The development of insurance services in Indonesia in until 2015 resulted an increase in the cempetition level. Competition among insurers must be followed by an increase in the level of service. The growth performance of PT. Prudential Life Assurance in the year of 2014 were below the industry level. This study analyzes on of the reasons that customer satisfication come especially from the quality of service. This study tried to determine the service quality variables affecting the customer satisfaction. The Research conducted on customers of PT. Prudential Life Assurance Bandung. The descriptive quantitative research methods was implemented by involving three independent variables such as Emphaty (X1), Responsiveness (X2) and Assurance (X3) and one dependent variable Customer Satisfication (Y). Nonprobability purposive sampling was used in this study. The Ordinal Measurement scale and likert are used as measuring instruments. By using the multiple linear regression analysis, the result showed tha all variables simultaneously affect service quality customer satisfication by 161.187. The result also showed that the coefficient of determination are 55% meaning that 45% were influenced by other factors not discussed in this study. It is suggested for futher research in order to add the factor of Product Quality and Price to obtain in a higher R-square, as well as doing the same research in different business sectors
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Ibrahim, Mohamed E., and Ahmed Al Amiri. "Measuring Customer Satisfication With Services of a Local Government Unit." Journal of Economic and Administrative Sciences 19, no. 2 (2003): 35–58. http://dx.doi.org/10.1108/10264116200300005.
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Nur Annisa, Sukma, and IBN Udayana. "PENGARUH TRUST, SERVICE QUALITY, RELATIONSHIP SATISFICATION, EXPERIENCE QUALITY, TERHADAP LOYALITAS NASABAH BANK NEGARA INDONESIA PADA MAHASIWA FAKULTAS EKONOMI UST YOGYAKARTA." MANAJEMEN DEWANTARA 2, no. 1 (2018): 68. http://dx.doi.org/10.26460/md.v2i1.2752.
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This study was conducted to determine the effect of trust, service quality, relationship satisfication, experience quality on customer loyalty Bank Negara Indonesia in Yogyakarta UST Faculty of Economics. This research was conducted at the faculty of economics UST Yogyakarta, samples taken as many as 120 people with accidental sampling method.The data collection is done by distributing questionnaires using a scale of 1-10 points to measure 22 indicators. The results of this study indicate the results for the variable trusts positive effect on loyalty, service quality positive effect on loyalty, relationship satisfication no effect on loyalty, and quality experience no effect on loyalty. For the determination of the results of this test is 13.8% on loyalty.
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Dewi, Dian ayunita Nugraheni nurmala. "TINGKAT KEPUASAN PESERTA LELANG TERHADAP PELAYANAN TEMPAT PELELANGAN IKAN (TPI) MORODEMAK." Akuatik: Jurnal Sumberdaya Perairan 13, no. 2 (2019): 122–30. http://dx.doi.org/10.33019/akuatik.v13i2.1123.
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Objectives of this study were analyze fish auction participant satisfaction to auction services in TPI Morodemak, analyze attributes effect, services that fit to service quality measurement, and analyzed fish auction participants perception to performance and importance for fish auction house Morodemak services. Used descriptive method and purposive sampling with 49 respondents consists of commercial fishmongers, traditional fishmongers, purse seine owners, and boat lift net owners as fish auction participant. Satisfication measurement used Customer Satisfication Index (CSI), Importance and Performance Analysis (IPA) and gap analysis. Results from this study were value CSI 20% (0.2) indicate the auction participants dissatisfied with the services provided, IPA show there are four attributes should be develop, two elements have not been completed based on measurement requirements of service satisfaction, gap value average -0.05 means the auction participants were not satisfied with the performance of TPI services because the performance value was lower than the importance value.
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Darmawan, Eko, and Suharyono Suharyono. "Tingkat Kepuasan Konsumen dalam Menggunakan Smartphone Merek Xiaomi pada Mahasiswa Politeknik Negeri Bengkalis." Inovbiz: Jurnal Inovasi Bisnis 7, no. 2 (2019): 131. http://dx.doi.org/10.35314/inovbiz.v7i2.1208.
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A satisfication of customer is determined from customer perception on performance product or services to satisfy customer want. This research consign to knowing customer standard satisfy from using Xiaomi brand smarthphone of Bengkalis State Polytechnic Students. The type of research that use in this case as quantitative by spreading a questionner to 100 respondent people by using vote sample metode non "probability sampling with snowball sampling". The results of this research is showing that quality of product get mean score 4,13, which is showing the standard of customer satisfy is high. A quality of services get mean score 3,92, which is showing the standard of customer satisfy is high. Emotional get mean score 4,02, which is showing the standard of satisfy customer is high. The price get mean score 4,14 , which is showing the standard of satisfy customer is high. The cost and the easiness get mean score 4,15, which is showing the standard of satisfy customer is high. So, the most dominant factor on affect the standard of satisfy customer from using Xiaomi brand smartphone is a cost and easiness, mean while the factor who do not affect the most from the standard of satisfy customer from using Xiaomi brand smartphone is service quality.
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Pratama, Melati. "PREFERENSI ATLET OKU SELATAN TERHADAP CITA RASA OLAHAN IKAN MUJAIR DENGAN METODE C-SAT (CUSTOMER SATISFICATION)." JURNAL PERIKANAN TROPIS 7, no. 2 (2020): 155. http://dx.doi.org/10.35308/jpt.v7i2.2216.
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Tilapia is one of the fresh water fish, and one of commodites that was cultivated by OKU Selatan specialy Ranau lake. Around the Ranau lake, tilapia usually was processed to grilled tilapia fish, turmeric seasoning, pindang Palembang and fried fish. The tilapia products had off-falvour so OKU Selatan athete ate other food like fried rice, fried chicken and tempeh, soto, instan noodles and etc. The aims for this research was to identified preference of OKU Selatan athlete to tilapia product, and analyzied flavor preference of OKU Selatan athlete based on five senses and cooking method. The data was calculated by C-Sat (Customer Satisfication). The results showed that the highest preference of OKU Selatan athelete to tilapia product at grilled tilapia such as 6.4 point and the lowest preference at Pindang such as 4.8 point. The highest preference of OKU Selatan to sensation taste at umami such as 9.9 point and the lowest at the bitter taste such as 1.5 point. The highest prefence of OKU Selatan to tilapia taste due processing at fried tilapia processed such as 9.8 point and the lowest at boiled tilapia processed such as 5.2 point. Athelete of OKU Selatan most prefer to tilapia that has umami sensation by fryied processed. Keywords : flavor, OKU Selatan athlete, tilapia product, C-Sat
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Prastowo, Sugeng Lubar. "PENGARUH BRAND IMAGE DAN SERVICE QUALITY TERHADAP KEPUASAN PELANGGAN, SERTA IMPLIKASINYA PADA WORD OF MOUTH STUDI KASUS PADA UNIVERSITAS MERCU BUANA JAKARTA." EKONOMI BISNIS 24, no. 1 (2019): 101–12. http://dx.doi.org/10.33592/jeb.v24i1.207.
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The condition of the number of universities that very much as well as the changing demands of consumers and potential consumers of the attributes and performance of educational services that they get trigger increased intensity of competition among service providers colleges. Evident of instability number ratio of new admissions process at UMB. This study aims to examine and analyze the effect of brand image, service quality to customer satisfaction as well as its implications on word of mouth at the University of Mercu Buanan Jakarta. The research data is taken from the questionnaire data of 100 students, the results of the calculation formula of slovin with error or error rate of 10% = 0. The sampling method that has been used is convenience sampling of 6947 the population of regular students at UMB. The analysis method that has been used in this research is the Structural Equation Modeling (SEM). Research shows that brand image, service quality and customer satisfaction significantly influence word of mouth. Partially showed that the brand image factors certainly has a positive and significant impact on customer satisfaction, service quality factors are also has a positive and significant impact on customer satisfaction, and customer satisfication factor also has a positive and significant impact on word of mouth. Service quality is the most powerful variable influence on customer satisfaction in Mercu Buana University.
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Pradani, Winangsari. "Struktur Pesan pada Interactive Voice Response (IVR)." JURNAL Al-AZHAR INDONESIA SERI SAINS DAN TEKNOLOGI 1, no. 1 (2011): 13. http://dx.doi.org/10.36722/sst.v1i1.13.
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Interactive Voice Response (IVR) is an automated telephony system that interacts with callers, gathers information and routes calls to the appropriate recipient. An IVR system (IVRS) accepts a combination of voice telephone input and touch-tone keypad selection and provides appropriate responses in the form of voice, fax, callback, e-mail and perhaps other media. In recent years, many enterprises use IVR as their customer service media. Some problems arise as user problems, that is user have to remembering the too many choices; user does’nt achieve what they want (did not find the right choices); and the worst is tiring finding choices yet they have not find the human operator. This paper will observe the effect of message structuring for IVR customer satisfication. Human information processing (especially audio-based information) theory as well as menu organizing theory will be used as analysis fundamentals. Questionnaire will be distributed to IVR users to grab the real user experience<strong>.</strong>
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Kondolembang, Ferry. "ANALISIS REGRESI BERGANDA DENGAN METODE STEPWISE PADA DATA HBAT." BAREKENG: Jurnal Ilmu Matematika dan Terapan 5, no. 1 (2011): 15–20. http://dx.doi.org/10.30598/barekengvol5iss1pp15-20.
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Multiple regression analysis as a statistical technique that can be used to analyze the relationship between a single dependent (respon) variable and several independent (peredictor) variables. Application for this analysis to be done specially in social economic. HBAT is a manufacture of paper products. Surveys of HBAT customer will be used to application multiple regression analysis in this paper to explain relationship satisfication between the other variables. Methods to selective entering and deleting among these variables until some overall criterion measure is achived. Objective methods for selecting variables that maximizes the prediction while employing the smallest number of variables. Results is the best model from multiple regression analysis is Y = -1.15106 + 0.36900 X6 - 0.41714 X7 + 0.31896 X9 + 0.17435 X11 + 0.77513 X12, means that customer satisfaction is significantly influenced by the complaint resolution, product quality, salesforce image, e-commerce activities, and product line. Besides that the assumptions in multiple regression analysis are met. SAS software has facility more complete than SPSS, Minitab, and R.
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Putratama, Jefferio Gusti, Alan Prahutama, and Suparti Suparti. "ANALISIS PENGARUH KEPUASAN TERHADAP LOYALITAS KONSUMEN SMARTPHONE SAMSUNG MENGGUNAKAN METODE PARTIAL LEAST SQUARE PADA MAHASISWA UNIVERSITAS DIPONEGORO SEMARANG." Jurnal Gaussian 10, no. 2 (2021): 293–302. http://dx.doi.org/10.14710/j.gauss.v10i2.30948.
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Smartphones are one of the electronic devices that are capable of experiencing fairly rapid development. The existence of this Smartphone is considered to be the most important item for used everyday. Samsung is one of the most popular smartphone brand in Indonesia. Based on data from the website of the Statcounter survey institute, it was found that the Samsung market share in Indonesia until August 2020 was in the top position, namely 24.19%. Samsung continues to make various innovations in order to continue to dominate the top of the smartphone sales segment. In addition, to provide consumer's satisfication so that consumer’s loyalty to the Samsung brand will be maintained. The purpose of this study is to make measurement models and structural models, as well as to test the relationship of customer satisfaction to consumer loyalty of Samsung smartphones using the SEM – PLS (Partial Least Square) method. This research was conducted on Diponegoro University students who have purchased and used a Samsung smartphone. This research was conducted on Diponegoro University students who have purchased and used a Samsung smartphone. This research has produced 4 latent variables with 18 measurement models and 2 structural models. Based on the 2 structural models formed, the result shows that the R2 value in the customer satisfaction model is 0.670. This indicates that the variable customer satisfaction can be explained by the variable product quality and price by 67%. Meanwhile, in the consumer loyalty model, the R2 value is 0.478. This indicates that the consumer loyalty variable can be explained by the consumer satisfaction variable of 47.8%. Keywords: Samsung Smartphone, Consumer’s Satisfaction, Consumer’s Loyalty, Partial Least Square.
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Palma, Marisa Arnindita, and Anik Lestari Andjarwati. "PENGARUH KUALITAS PRODUK, KEMUDAHAN, DAN HARGA TERHADAP NIAT BELI ULANG DENGAN KEPUASAN SEBAGAI VARIABEL INTERVENING (Studi Pada Pelanggan Produk Fashion Melalui Toko online di Surabaya)." Jurnal Riset Ekonomi dan Manajemen 16, no. 1 (2016): 84. http://dx.doi.org/10.17970/jrem.16.60106.id.
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ABSTRACT The increasing internet users in the world led to the changes of online shopping model. High security risks of online shopping actually increase the growth of online stores world wide. One of the best selling products sold in online stores are fashion products whereas such products are experience goods. The purpose of this study was to analyze and discuss the influence of the products quality , eases, and prices on the repurchase intention and satisfaction as an intervening variable. Satisfaction was measured by several drivers of satisfaction to determine the extent of repurchase intention made by fashion product customer. Respondents in this study were women and men aged 20- 40 years who have made purchases of fashion products in online store at least twice with the last purchase is within the last six month. The sampling method used was non probability sampling and sampling techniques used was judgmental sampling. The sample used in this research was 210. Data collection technique used in this study was questionnaire. Data were analyzed using path analysis with AMOS program. The results of this study indicate that the product quality, ease, and price have a significant effect on satisfications. Ease significantly influence the repurchase intentions While the quality of the product does not affect the repurchase intentions and the price negatively affect of the repurchase intention. The results of this study also show that the product quality, ease, and price has indirect influence on repurchase intentions and through satisfaction as mediating variables. But, the first mediation test (product quality) was proven to be fully mediating while the ease and price was proven to be partially mediating.
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"Customer Satisfication towards Various Software Products Offered by Jemi Cluster." International Journal of Recent Technology and Engineering 8, no. 2S8 (2019): 860–62. http://dx.doi.org/10.35940/ijrte.b1418.0882s819.
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Business extension comprises of different gathering of offers and limits; for the most part momentary intended to invigorate snappier and/or more noteworthy buy of a specific item by shoppers or the exchange. Deals advancement incorporates instruments for customer advancement (for instance tests, coupons, prizes, money discount, guarantees, shows, challenge); exchange advancement (for instance purchasing recompenses, free products, stock stipends, co-usable publicizing, promoting and show remittances, vendor deals challenges); and deals power advancement (for instance rewards, challenges, deals encourages). As of late the idea of affirmation projects has gotten more prominent consideration among instructed individuals for getting advancements in their vocation and to overhaul their profile. E-Learning Companies., has been the market's driving player from time in giving preparing and affirmations to experts from crosswise over different businesses from everywhere throughout the world been it neighborhood or worldwide. E-Learning Companies is the unprejudiced and free outsider Conformance Assessment Body
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Handayani, Mustika, Sudarno Sudarno, and Muhammad Amin. "EVALUASI PELAYANAN DAN FASILITAS TERMINAL TIPE C DI PURWOREJO." Reviews in Civil Engineering 4, no. 1 (2020). http://dx.doi.org/10.31002/rice.v4i1.2239.
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<p>Keputusan pemerintah Kabupaten Purworejo dalam tanggap darurat kedua yaitu penetapan lokasi pasar darurat bagi pedagang Pasar Baledono pasca kebakaran diputuskan terdapat 6 lokasi relokasi sementara salah satunya yaitu di Terminal Angkudes Kongsi sejumlah 310 unit kios darurat yang membuat kondisi Terminal Kongsi semakin memprihatinkan dan kurang terawat. Dengan demikian tujuan dilakukannya penelitian ini adalah mengevaluasi pelayanan dan fasilitas Terminal Kongsi di Kabupaten Purworejo.</p><p>Evaluasi fasilitas dilakukan dengan mengetahui kesesuaian fasilitas Terminal Kongsi Purworejo dengan standar terminal bus tipe C berdasarkan PM. Perhubungan No 132 Tahun 2015 dan menyebarkan kuisioner yang kemudian dianalisis menggunakan metode <em>Customer Satisfication Index</em> (CSI), sedangkan untuk mengevaluasi faktor internal dan eksternal terminal kongsi menggunakan metode <em>Internal Factor Evaluation</em> (IFE) Matriks dan <em>External Factor Evaluation</em> (EFE) Matriks.</p>Berdasarkan Peraturan Menteri No. 132 Tahun 2015 terdapat fasilitas umum dan penunjang di Terminal Kongsi yang belum tersedia yaitu bangunan kantor terminal, ruang pengobatan, ruang informasi dan pengaduan, telepon umum, tempat penitipan barang, dan taman. Serta terdapat fasilitas yang tidak layak yaitu tempat tunggu penumpang dan/atau pengantar, kamar kecil/toilet, dan kios/kantin. Berdasarkan analisis menggunakan metode CSI, hasil persepsi pelayanan dan fasilitas terminal masuk dalam skala penilaian “kurang baik” dengan persentase sebesar 49,98% untuk pengemudi dan 50,91% untuk pengguna. Berdasarkan analisis menggunakan metode IFE dan EFE Matriks, mendapatkan skor masing-masing sebesar 2,15 dan 2,56. Hasil IE Matrik berada pada kuadran V, diperoleh strategi yang sesuai yaitu strategi jaga dan pertahankan melalui strategi penetrasi pasar dan pengembangan fasilitas dan pelayanan Terminal Kongsi. Hasil ini menunjukkan bahwa Terminal Kongsi kurang berfungsi secara optimal
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Sibarani, Antoni, and Nani Halima Zahara. "IMPLEMENTASI BALANCED SCORECARD SEBAGAI ALAT PENGUKUR KINERJA PADA RUMAH SAKIT BHAYANGKARA POLDA BENGKULU." EKOMBIS REVIEW: Jurnal Ilmiah Ekonomi dan Bisnis 2, no. 1 (2015). http://dx.doi.org/10.37676/ekombis.v2i1.6.
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Antoni Sibarani, Nani Halima Zahara; The Implemetation of Balanced Scorecard as a tool of measuring performance in Bayangkara Polda Hospital of Bengkulu. This research aims to determine how the performance of Hospital by using the “Balanced Scorecard”. The use of “Balanced Scorecard” is expected that hospital can improve/develop the financial and non-financial performances for measuring the evaluation activity, so it will provide the satisfication to the customers, employers, and also sufficient surplus. This study took the data within the lastest two years (2011 to 2012) by using a comparative analysis, the researcher evaluated the performances of hospital between several periods and then compare with the pervious targets which have been set and scored according to the criteria. The data obstained from some sources; the evaluations of Hospital Bhayangkara within four perspectives; financial, customers, internal bussiness processes, and learning and growth . From the results of the study the concept of the Balanced Scorecard measurement can be deduced from the overall performance of Bhayangkara Hospital Bengkulu is 0.57. This study showed that Hospital Bhayangkara getting better if it is measured with the Balanced Scorecard approach.