Pengaruh Kualitas Pelayanan Dan Kualitas Produk Terhadap Kepuasan Konsumen

Pratama, Yudi; Heryanto, Imam; Dwiyanisa, Ashila; Megawati, Imelda

doi:10.55208/bistek.v14i2.231

Cited by 6 publications

(7 citation statements)

References 9 publications

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“…The influence of Service Quality on Customer Satisfaction has a positive value of 0.209, meaning that the higher the Service Quality on- Customer Satisfaction will increase by 0.209 or 20.9%. So, the influence of service quality on customer satisfaction is significantly (Pratama et al, 2021). According results obtained from the table above, the structure and based on the Sobel test with the online Sobel calculator, it can be concluded that:…”

Section: E the Influence Of Price Perception On Customer Satisfactionmentioning

confidence: 96%

Customer Satisfaction Analysis of Bakerzin Pondok Indah that Affected Quality Product, Service Quality, Servicescape with Price Preception as Mediation Variables

Dayana¹,

Budiono

2022

IEFR

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This study aims to determine the effect of product quality, service quality, and Servicescape on customer satisfaction through the perception of prices in Bakerzin restaurants. Data collection was carried out in April 2022 by conducting a survey of 120 respondents with 20 respondents for validity and reliability testing and 100 respondents for path test analysis, sampling using the Roscoe technique, all of which were visitors to Bakerzin Restaurant using path analysis techniques to see the direct and indirect paths as dependent variables on the independent variables. This study resulted in the following conclusions: product quality has a significant effect on perceived prices, service quality has no significant effect on perceived prices, Servicescape has a significant effect on perceived prices, product quality has no significant effect on customer satisfaction, perceived prices have a significant effect on customer satisfaction, quality service has a significant effect on customer satisfaction, Servicescape has no significant effect on customer satisfaction, product quality has no significant effect on price perception through customer satisfaction, service quality has a significant effect on price perception through customer satisfaction. Servicescape has no significant effect on Price Perception through Customer Satisfaction. Keywords: Product Quality, Service Quality, Servicescape, Price Perception, Customer Satisfaction.

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Section: E the Influence Of Price Perception On Customer Satisfactionmentioning

confidence: 96%

Customer Satisfaction Analysis of Bakerzin Pondok Indah that Affected Quality Product, Service Quality, Servicescape with Price Preception as Mediation Variables

Dayana¹,

Budiono

2022

IEFR

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“…Menurut Barata 2003 dalam (Pratama et al, 2021) pelayanan prima merupakan pelayanan terbaik yang diberikan kepada pengguna jasa yang berfokus kepada masyarakat pengguna jasa sehingga menicift akan kepuasan pada pengguna jasa.…”

Section: Tinjauan Tentang Pelayanan Publikunclassified

Kualitas Pelayanan Transportasi Darat Di Satuan Pelayanan Terminal Tipe a Guntur Melati Garut

Pasciana,

Rohmawati

2022

JPKP

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Berdasarkan UU RI No 23 Tahun 2014 Terminal Tipe A beralih pengelolanya dari pemerintah daerah ke pemerintah pusat. Maka dari itu pemrintah pusat yang dikelola oleh Kementerian Perhubungan melakukan rehabilitasi dan pembangunan pada Terminal Tipe A Guntur Melati Garut sebagai upaya dalam memfasilitasi peningkatan kualitas pelayanan. Penelitian ini dilatarbelakangi oleh masih minimnya kemampuan petugas dalam berbahasa asing dan bahasa isyarat serta belum tersedianya papan informasi jadwal keberangkatan sehingga penelitian ini bertujuan untuk mengetahui kualitas pelayanan di Terminal Guntur Melati Garut serta hambatan dalam mewujudkan kualitas yang baik. Penelitian ini merupakan penelitian kualitatif deskriptif. Teknik pengumpulan data menggunakan teknik observasi, dokumentasi dan wawancara terhadap informan dari petugas dan pengguna jasa yang dianggap mengetahui dan memahami dalam mendapatkan informasi yang akurat dengan tujuan untuk menjawab permasalahan penelitian terkait kualitas pelayanan di Terminal ini.Hasil dari penelitian ini menunjukan kualitas pelayanan di Terminal Guntur Melati Garut sudah baik meskipun dalam fasilitas papan informasi keberangkatan belum tersedia serta kemampuan petugas akan bahasa internasional dan bahasa isyarat masih minim serta keterlambatan jadwal kebrangkatan pada masa libur panjang. Namun sudah dilakukan upaya dalam menanggulangi masalah tersebut seperti dibuatnya instagram terminal yang memuat semua informasi seputar terminal termasuk jadwal keberangkatan kemudian pengajuan ke kantor Induk untuk diadakannya pelatihan tambahan bagi petugas pelayanan agar terlatih dengan sesuatunya. Untuk hambatannya karena terminal hanya penerima manfaat sehingga harus menunggu anggaran yang belum realisasi dari Kantor Induk, kemacetan ketika masa libur panjang dan pola pikir pengguna jasa yang masih beranggapan masuk terminal harus bayar.

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“…Service quality will affect the behavior of the parties served within the transaction. Some scientists state that service quality is the power of service providers to consistently meet customer expectations [11]. Service quality is an additional level of excellence in meeting consumer desires.…”

Section: Introductionmentioning

confidence: 99%

Excellent Service and Utilization of Information Technology on Stakeholder Satisfaction and Organizational Performance

Hidayatullah¹,

Munir²,

Setiawan³

et al. 2022

Proceedings of the 6th Global Conference on Business, Management, and Entrepreneurship (GCBME 2021)

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The purpose of this study was to analyze the influence of excellent service by utilizing information technology on the satisfaction of stakeholders, which has an impact on organizational performance. This study was descriptive with a quantitative approach. There were two types of variables in this study: the independent and dependent variables. To analyze the data in this study, the Statistical Program for Social Science (SPSS) was used. From the proposed model, excellent service by utilizing information technology positively and significantly affected stakeholder satisfaction. Furthermore, stakeholder satisfaction also had a positive and significant effect on organizational performance. Then from the study's final results, it could be concluded that there was a significant influence between the causal relationship of excellent service by utilizing information technology on organizational performance through stakeholder satisfaction. The novelty of this research is that apart from excellent service, there is also a positive influence on the use of technology on stakeholder satisfaction and organizational performance. This could be a consideration for every information technology user and organization by utilizing it as much as possible in increasing competitiveness.

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Pengaruh Kualitas Pelayanan Dan Kualitas Produk Terhadap Kepuasan Konsumen

Cited by 6 publications

References 9 publications

Customer Satisfaction Analysis of Bakerzin Pondok Indah that Affected Quality Product, Service Quality, Servicescape with Price Preception as Mediation Variables

Customer Satisfaction Analysis of Bakerzin Pondok Indah that Affected Quality Product, Service Quality, Servicescape with Price Preception as Mediation Variables

Kualitas Pelayanan Transportasi Darat Di Satuan Pelayanan Terminal Tipe a Guntur Melati Garut

Excellent Service and Utilization of Information Technology on Stakeholder Satisfaction and Organizational Performance

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