scholarly journals Kualitas Pelayanan Terhadap Kepuasan Dan Loyalitas Nasabah Pada Bank Xyz

2019 ◽  
Vol 2 (1) ◽  
Author(s):  
Khoerul Umah
Keyword(s):  
Customer Satisfaction ◽  
Sampling Technique ◽  
Poor Performance ◽  
Simple Random Sampling ◽  
Validity And Reliability ◽  
Banking Services ◽  
Normality Test ◽  
Linearity Test ◽  
Customer Satisfaction And Loyalty

Communities are increasingly selective in choosing banking services to place their own funds in order to avoid the risk of loss due to poor performance of a bank. Quality services can increase the satisfaction and loyalty of the company so it is expected to encourage the company's success to win the competition. This study aims to analyze the effect of service quality variables consisting of dimensions of reliability, responsiveness, assurance, empathy, and physical evidence of customer satisfaction and loyalty. Data analysis used multiple linier regression analysis method with 100 bank customer XYZ sample as respondent. The sampling technique using simple random sampling. Validity and reliability tests are used in testing of research instruments as well as testing classical assumptions in the form of normality test, heterokedastisity test, and linearity test. The results showed that the quality of service has a positive and significant impact on loyalty through customer satisfaction and satisfaction have a positive and significant impact on customer loyalty.

scholarly journals Service Quality, Company Image, Trust and Its Influence On Customers’ Satisfaction and Loyalty at Bank Shariah Mandiri (BSM) Meulaboh Branch Office

2018 ◽  
Vol 6 (2) ◽  
pp. 235
Author(s):  
Nilam Sari
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Corporate Image ◽  
Global Competition ◽  
Insignificant Effect ◽  
Customer Satisfaction And Loyalty

Global competition between conventional and shariah banks and the demands of providing maximum services to the customers and by looking at the rapid growth of Shariah Bank, it makes inter-institutional competition become significant. This cause’s shariah banking business is required to constantly improve the quality of its services. Customer satisfaction and loyalty in banking services is an important element in growing the company. It takes a special strategy to win the competition. This study aims to analyze the influence of service quality variables (service quality), corporate image (corporate image), and trust (trust) on customer satisfaction and loyalty. The analysis of data is using path analysis method and it takes 61 samples of the customers in PT. Bank Shariah Mandiri (BSM), Meulaboh. The sampling technique is simple random sampling. The results showed that the quality of service (service quality) has a positive and insignificant effect on customer satisfaction. Corporate image (corporate image) has a positive but not significant impact on customers’ satisfaction BSM. Trust (trust) has a positive and significant impact on customer satisfaction. BSM customers’ satisfaction has a direct effect on customers’ loyalty. Quality of service (service quality) has a positive and significant impact on customers’ loyalty. Corporate image (corporate image) positively and significantly affect the loyalty of BSM customers. Trust has negative and insignificant effect on customers’ satisfaction. By providing the results of this study, BSM is expected to always improve service quality, corporate image and customers’ trust, in which the three elements are very important and decisive in growing the company to continue to exist to deal with the global competition.

scholarly journals Pengaruh Kualitas Produk, Harga, Dan Kualitas Pelayanan Terhadap Kepuasan Konsumen Pada Rumah Makan Dabu-Dabu Iris Fresh Wenang Manado

2019 ◽  
Vol 8 (2) ◽  
pp. 26
Author(s):  
Gahensya Keloay ◽  
Wehelmina Rumawas ◽  
Sandra Asaloei
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Consumer Satisfaction ◽  
Test Validity ◽  
Sampling Technique ◽  
Coefficient Of Determination ◽  
Validity And Reliability ◽  
Normality Test ◽  
Quantitative Descriptive

This research was conducted in Dabu-Dabu Iris Fresh Restaurant, Wenang Manado, which aims to find out the 1) effect of product quality ; 2) price and ; 3) service quality on customer satisfaction in Dabu-Dabu Iris Fresh Restaurant, Manado, both individually and in groups. With the focus of the problem is whether product quality, price and service quality affect consumer satisfaction in Rumah Makan Dabu-Dabu Iris Fresh, Wenang Manado. the method used in this study uses quantitative descriptive methods and The population that came in the Dabu-Dabu Iris Fresh Restaurant, Manado Heritage is unknown, therefore the researcher took a sample of 50 respondents using a purposive sampling technique that is consideration of populations that are easily found and this research will only be given to visitors who have visited the House. Eating Dabu-Dabu Iris Fresh, Managing Manado at least 5 times, and the research method used is quantitative descriptive method. The analytical tool used in the data instrument test (validity and reliability test), classic assumption test (normality test, multicollinearity test and heteroscedasticity test), data analysis (multiple regression analysis, test t, F test and test coefficient of determination R2). Based on the t test obtained states that product quality has an influence on customer satisfaction individually. While price is the determination of the value of a product in the minds of consumers that must be paid by consumers to obtain a product of Dabu-Dabu Iris Fresh Restaurant, Wenang Manado. The service quality provided by Dabu-Dabu Iris Fresh Restaurant, Wenang Manado affects consumer satisfaction.

scholarly journals PENGARUH KEMANDIRIAN BELAJAR DAN KOMPETENSI DOSEN TERHADAP MOTIVASI BELAJAR MAHASISWA (Study Kasus di Program Studi Manajemen UNISLA)

Perspektif ◽  
2021 ◽  
Vol 12 (1) ◽  
pp. 30-38
Author(s):  
Nanto Purnomo
Keyword(s):  
Student Learning ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Learning Motivation ◽  
Independent Learning ◽  
Validity And Reliability ◽  
Study Program ◽  
National Education ◽  
Quality Of Learning

The big challenge in the world of education during the Covid 19 pandemic is overcoming the difficulties of implementing online learning, and what is equally important is building and increasing student motivation during the Covid 19 pandemic. Having good motivation in learning will show good results so that in expect an increase in the quality of learning as mandated by the National Education System Law Number 20 of 2003 national education which aims to educate the nation's life and improve the quality of learning This type of research is descriptive quantitative research. The sampling technique used is simple random sampling. The population in this study were students of Unisla management study program. Data collection techniques used a questionnaire using a Likert scale. The analysis tools used were validity and reliability analysis to determine the reliability of a questionnaire used in the study. In this study also used correlation analysis, multiple regression analysis, t test and F test assisted by the IBM SPSS Statistics version 25 software for windows. The results showed that the learning independence variable partially had a positive and significant effect on the learning motivation variable. The lecturer competence variable partially has a positive and significant effect on the learning motivation variable. The variables of independent learning and lecturer competence simultaneously have a significant influence on student learning motivation variables. The percentage of the influence of the independent learning variable and lecturer competence on student learning motivation shows a value of 72.2% and the remaining 27.8% is influenced by variables other than variables X1 and X2.

scholarly journals BANKING SERVICES AND CUSTOMER PERCEPTION IN SOME SELECTED COMMERCIAL BANKS IN BANGLADESH: A COMPARATIVE PERSPECTIVE

2014 ◽  
Vol 13 (1) ◽  
pp. 1
Author(s):  
Md. Mahi Uddin ◽  
Mohammad Aktaruzzaman Khan ◽  
Nadia Farhana
Keyword(s):  
Customer Satisfaction ◽  
Commercial Banks ◽  
Service Providers ◽  
Banking System ◽  
Simple Random Sampling ◽  
Capital City ◽  
Quality Of Services ◽  
It Adoption ◽  
Banking Services

The banking system is facing challenges with stiff competition and advancement of technology. It becomes imperative for service providers to meet or exceed the target customers' satisfaction with quality of services expected by them. Hence, the present study attempted to study customers' perception of quality of services (both transactions-based and IT-enabled) in terms of its constituent factors and IT adoption in public, private, and foreign commercial banks in this E-age. The present investigation was planned with the objective to assess the extent of use of services especially the IT-enabled services in these banks and to analyze the constituent factors affecting customer satisfaction with the quality of services. The study area was Dhaka, the capital city of Bangladesh. Simple random sampling was used for selection of sample branches. The study reveals that check deposition and check clearance are the most popular banking <p>services among the customers of all sample banks. The customers of nationalized banks were not satisfied with the employee behavior and infrastructure while respondents of private and foreign commercial banks were not satisfied with high charges, accessibility and communication. A small number of respondents were using IT-enabled services other than ATM, and a few respondents made complain against their respective banks. Keywords : Transaction-based banking services, IT-enabled banking services, Customer satisfaction, Service quality</p>

scholarly journals Pengaruh Kualitas Pelayanan Islami Terhadap Kepuasan dan Loyalitas Nasabah Bank BRI Syariah Surabaya

2015 ◽  
Vol 1 (9) ◽  
pp. 622
Author(s):  
Rizky Pratama Putra ◽  
Sri Herianingrum
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Sampling Technique ◽  
Partial Least Square ◽  
Least Square ◽  
Religious Knowledge ◽  
Loyal Customer ◽  
Customer Satisfaction And Loyalty

This study aims to determine the influence of the Islamic service quality on customer satisfaction and loyalty switching intentions moderated by religious knowledge level in in Customer of BRISyariah Bank in Surabaya.The research method used is quantitative approach. This research use a total of 96 customers of BRISyariah Surabaya. Customer characteristics used are Moslem, registered as a funding or deposit customer for at least a year. The sampling technique is purposive sampling. This research uses a method PLS (Partial Least Square).The results showed that Islamic service quality has a positive and significant impact on customer satisfaction. Other results showed that customer satisfaction has significant impact to customer loyalty and Islamic service quality has significant effect on customer loyalty. This results in accordance with the theory of Othman and Owen that CARTER could be used to measure the quality of service on Islamic Banking. Suggestion for the BRISyariah Bank in Surabaya should maintain and improve its service quality in order to improve satisfaction and form a loyal customer. For further research, can be done by adding another variable which affect customer satisfaction and loyalty.

scholarly journals Pengaruh Kecerdasan Intrapersonal dan Kedisiplinan Belajar terhadap Prestasi Belajar Matematika

2018 ◽  
Vol 3 (2) ◽  
pp. 135
Author(s):  
Farel Zefanya
Keyword(s):  
Hypothesis Test ◽  
Mathematics Learning ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Learning Achievement ◽  
Achievement Data ◽  
Normality Test ◽  
Test Instrument ◽  
Result Show ◽  
Linearity Test

<em><span>The purpose of this study is to know: 1) the impacts of intrapersonal question and learning discipline on mathematics learning achievement all together.2) the impacts of intrapersonal question on mathematics learning achievement,3) the impacts of learning discipline on mathematics learning achievement. The methode used is correlational survey on the students of class x at SMK Raflesia Depok, at academic years 2015/2016. Sample is taken by simple random sampling technique from 40 respondents. Data collecting instrument used quisionaire for intrapersonal question and learning discipline and test instrument for mathematics learning achievement. Data is analyzed with test requirement analysis i.e normality test, linearity test and multicolineairity test. After test requirement fulfilled, the writer did inferensial analysis for hypothesis test by using double inferensial analysis. Based on the result show that: 1) there are impacts of intrapersonal question and learning discipline on mathematics learning achievement all together. 2) there are impacts of intrapersonal question on mathematics learning achievement. 3) there are impacts of learning discipline on mathematics learning achievement.</span></em>

scholarly journals Studi Tentang Kualitas Pelayanan Ojek Online (Ojol) Grabbike dan Pengaruhnya Terhadap Kepuasan Pelanggan di Kota Tegal

2020 ◽  
Vol 8 (2) ◽  
pp. 127
Author(s):  
Faridah, Yayat Hidayat Amir, Basukiyatno
Keyword(s):  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Validity And Reliability ◽  
Observation Methods ◽  
Taxi Service ◽  
Motorcycle Taxi

<em>The study aims to determine the quality of Grabbike online motorcycle taxi service and its effect on customer satisfaction in the Tegal City area. The quantitative approach is used as a source of data processing so that the results are presented. The study population was GrabBike online motorcycle taxi (OJOL) customers in Tegal City for one week, 1000 customers. This research used incidental sampling technique in sampling. Determination of the number of samples using the Slovin formula. From the total population of 1000 obtained a sample of 100 customers as respondents. Data collection uses observation methods, questionnaires, and documentation. The research instrument was in the form of observation sheets and questionnaires with 22 items of statements that had been tested for validity and reliability. Datalysis was analyzed with linear regression. The results showed that the quality of service had a positive and significant effect on GrabBike online motorcycle taxi customer satisfaction as evidenced by the results of the calculation of a simple linear regression analysis of Y = 16.078 + 0.520X, with the significance of the variable service quality was 0,000 because the significance value of 0,000 &lt;0.05 was concluded service quality has a significant effect on customer satisfaction variables on OJOL GrabBike in Tegal City, meaning Ha is accepted while H0 is rejected.</em>

scholarly journals Analisis Pengaruh Citra Lembaga, Kualitas Layanan dan Religiusitas terhadap Keputusan Muzaki Membaya Zakat dengan Minat sebagai Variabel Moderating

2020 ◽  
Vol 4 (1) ◽  
pp. 74-81
Author(s):  
Iin Sofiyani ◽  
Agus Kristiyono
Keyword(s):  
Linear Regression ◽  
Service Quality ◽  
Quantitative Research ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Validity And Reliability ◽  
Institutional Image ◽  
Descriptive Statistical Analysis

The purpose of this research is to determine the effect of institutional image, service quality, and religiosity, on the decision of muzaki to pay zakat in LazisMu, using interest as a moderating variable. The research was conducted at Lazis Mu sub-district Suruh, Semarang regency. The population of this quantitative research is muzaki LazisMu in sub-district Suruh, Semarang Regency with 112 people. This research is classified as quantitative. The sample is determined by using a simple random sampling technique. The analytical method used in this research is linear regression analysis using SPSS. The test is being used to collect data in questionnaires, literature review, and documentation Before a test give to real samples, the test was tested using validity and reliability. The data analysis techniques in this research use descriptive statistical analysis, test classical assumptions, and multiple linear regression. The results of this research stated that institutional image and religiosity are not influenced by the decision of muzaki to pay zakat, while the quality of service affected the decision of muzaki to pay zakat on LazisMu. The research shows that interest moderates the influence of institutional image, service quality, and religiosity, on the decision of muzaki to pay zakat at LazisMu Branch Suruh.

scholarly journals The Effect of Product, Service, and Customer Satisfaction on Word-of-Mouth Behavior

2019 ◽  
Vol 4 (2) ◽  
pp. 149-156
Author(s):  
Setyani Dwi Lestari ◽  
Mariah Mariah ◽  
Heni Iswanti ◽  
Umbar Riyanto
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Word Of Mouth ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Total Sample ◽  
Jel Classification ◽  
Public Attention ◽  
Product Service

Objective – Banks are financial intermediaries which are vital to support the economy of a country. Banks can be interpreted as the financial institutions whose activities are collecting funds from the community, distributing the funds back to the community, and providing other banking services. The development and improvement of service quality from the banks should be the center of public attention. This is because of the tight competition in terms of quality of the services, products, and marketing strategies undertaken by the banks. In an environment of tight competition, the top priorities of service companies such as banks are customer satisfaction and excellent service quality in order to improve customer loyalty and word-of-mouth behavior. This research aims to study, analyze, and explore the effect of product, service, and customer satisfaction on word-of-mouth (WOM) behavior at PT Bank Jakarta. Methodology/Technique –The models used in this research is a descriptive and associative model using SPSS 19. This study uses a simple random sampling technique with a total sample of 80 people. The research instrument used as a measuring tool in this study is a questionnaire consisting of 40 statements. Findings & Novelty – The result of this research show that product (X1), service (X2), and customer satisfaction (X3) simultaneously affect word-of-mouth behavior (Y). The results conclude that PT Bank Windu Kentjana International Tbk Jakarta should improve the quality of its products and services delivered to its customers and prospective customers in order to build their loyalty and improve their word-of-mouth. Type of Paper: Empirical Keywords: Product; Service; Customer Satisfaction; Word of Mouth Behavior. Reference to this paper should be made as follows: Lestari, S. D.; Mariah, Iswanti, H.; Riyanto. U. 2019. The Effect of Product, Service, and Customer Satisfaction on Word-of-Mouth Behavior, J. Mgt. Mkt. Review 4 (2): 149 – 157 https://doi.org/10.35609/jmmr.2019.4.2(7) JEL Classification: M30, M31, M39.

scholarly journals Marketing Mix-7Ps: The Effect on Customer Satisfaction

2019 ◽  
Vol 7 (1) ◽  
pp. 72-86
Author(s):  
Basrah Saidani ◽  
I Ketut R Sudiarditha
Keyword(s):  
Customer Satisfaction ◽  
Consumer Satisfaction ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
The Elderly ◽  
Marketing Mix ◽  
Target Market ◽  
Product Price ◽  
Price Distribution

Business competition is getting tougher making the marketing mix used as a tool for tactical marketing tools that can be controlled to produce the desired response in the target market. This study aims to determine the magnitude of the influence of marketing mix-7Ps on consumer satisfaction for the elderly in the Special Capital Region of Jakarta. The research method uses a survey with a questionnaire as a data collection tool. Samples were taken using simple random sampling technique produced 70 respondents. Data is processed using multiple regression analysis techniques. The results of the study show that: (1) empirically proven products, prices, distributions, promotions, and processes have a significant influence on customer satisfaction; meaning that the better the product, price, distribution, promotion and process, the more customer satisfaction increases. (2) Empirically proven physical facilities and people do not affect consumer satisfaction; meaning that physical facilities and people do not significantly result in customer satisfaction. Thus the findings of this study prove that physical facilities and people are not the main ones in consuming a product, but the most important thing is the quality of the product itself which can be used according to its function.

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