Publication Search

This study aims to analyze the effect of price and e-service quality on e-satisfaction at Ninetech Store on the Shopee marketplace, both partially and simultaneously. This study uses a quantitative method with an associative approach. The research subjects were Ninetech Store customers, with a sample size of 96 respondents obtained through sampling techniques using the Rao Purba formula. Data were collected through questionnaires and analyzed using validity tests, reliability tests, classical assumption tests, simple and multiple linear regression analysis, correlation coefficients, determination coefficients, and hypothesis testing. The results show that price has a positive and significant effect on e-satisfaction, as does e-service quality, which also has a positive and significant effect on e satisfaction. In addition, price and e-service quality were simultaneously proven to have a significant effect on the e-satisfaction of Ninetech Store customers on the Shopee marketplace. The results of this study are expected to be taken into consideration by Ninetech Store in formulating pricing strategies and improving the quality of electronic services to increase customer satisfaction.

This study aims to analyze the influence of Corporate Image and Service Quality through Customer Satisfaction on Customer Loyalty at Semen Indonesia distributors in Gresik using the Structural Equation Modeling (SEM) approach. The study population consisted of 102 customers, all of whom were sampled. The results indicate that Corporate Image and Service Quality have a significant influence on Customer Satisfaction. Both variables were also shown to have a significant influence on Customer Loyalty. However, unlike several previous research findings, Customer Satisfaction did not have a significant influence on Customer Loyalty. This finding indicates that in the context of the cement distribution business, customer loyalty is not formed solely from satisfaction, but is more influenced by other factors such as consistent service quality, a strong corporate image, competitive pricing, and long-term business relationships. This study emphasizes the importance of strengthening image and improving service quality as key strategies for maintaining customer loyalty.

This study aims to thoroughly examine the influence of menu variety, taste, and price on customers' purchasing decisions at CEZ-ROS Restaurant, located in Kediri Regency. Understanding these factors is crucial for the restaurant to enhance customer satisfaction and improve sales performance. The research employs a quantitative approach with an associative research type, designed to explore relationships between variables. The sampling technique used is accidental sampling, where respondents were selected based on convenience and their availability during the data collection period. This method allows for practical and efficient data gathering from actual restaurant customers. Data analysis involves several statistical tests to ensure accuracy and reliability. Initially, validity and reliability tests were conducted to confirm the suitability of the questionnaire. Then, multiple linear regression analysis was used to determine how menu variety, taste, and price individually and collectively influence purchasing decisions. Additionally, t-tests assessed the significance of each independent variable, while the F-test evaluated their simultaneous effect. The coefficient of determination (R²) provided insight into how much variation in purchasing decisions could be explained by these variables. The results indicate that menu variety, taste, and price significantly impact purchasing decisions both individually and together. Specifically, customers prefer restaurants offering a diverse menu, delicious food, and reasonable pricing. The F-test confirms the strong combined effect of these factors on consumer behavior. However, the coefficient of determination also suggests that while these variables are important, other external influences such as service quality, ambiance, and promotions may also affect purchasing decisions. Overall, this study highlights that CEZ-ROS Restaurant should focus on maintaining menu diversity, enhancing taste quality, and setting competitive prices to attract and retain customers effectively.

This study aims to analyze the effect of relationship marketing on customer loyalty with customer satisfaction as a mediating variable at Sky Beauty Care Surabaya. Relationship marketing, which encompasses aspects of trust, commitment, communication, and complaint handling, has been identified as an important strategy in building long-term relationships with customers. In this study, a quantitative approach was used with a survey method, where data was collected through questionnaires distributed to customers who have used Sky Beauty Care services. The analysis results show that relationship marketing has a significant effect on customer satisfaction. The trust built between customers and the company, the company's commitment to providing the best service, clear and open communication, and prompt and effective complaint handling all contribute to increased customer satisfaction. This high customer satisfaction, in turn, has a positive effect on customer loyalty. Customers who are satisfied with the service they receive are more likely to use the service again and recommend it to others, ultimately strengthening the customer's relationship with the company. These findings provide an important contribution to Sky Beauty Care in formulating more effective marketing strategies. Better implementation of relationship marketing can increase customer satisfaction and loyalty, which ultimately has a positive impact on business sustainability and growth. Therefore, companies need to continuously strengthen customer relationships by improving service quality, communicating effectively, and responding to customer complaints. Therefore, relationship marketing can be key to successfully retaining customers and increasing their loyalty. Furthermore, this study also shows that customer satisfaction is not only a direct result of relationship marketing but also a key driver in fostering sustainable customer loyalty.

This study aims to determine the influence of service quality, facilities, and location on guest satisfaction at New Puri Garden Hotel Semarang. In the increasingly competitive hospitality industry, understanding the factors that influence guest satisfaction is crucial for enhancing customer loyalty and business competitiveness. This research uses a quantitative approach with a survey method. The population in this study consisted of all guests staying at New Puri Garden Hotel Semarang, totaling 97 individuals. The sampling technique used was random sampling, where the entire population was taken as the sample, resulting in 97 respondents. The research instrument was a questionnaire designed based on indicators of each variable. The data analysis technique employed was multiple linear regression analysis to examine the effect of independent variables (service quality, facilities, and location) on the dependent variable (guest satisfaction). The results of the analysis show that service quality has a positive and significant effect on guest satisfaction. This is evidenced by the t-value of 3.702, which is greater than the t-table value of 1.660, with a significance value of 0.005 (< 0.05). Facilities also have a positive and significant influence on guest satisfaction, with a t-value of 3.118 > 1.660 and a significance value of 0.002 (< 0.05). Meanwhile, location has the strongest influence on guest satisfaction, with a t-value of 6.468 > 1.660 and a significance value of 0.000 (< 0.05). Based on these results, it can be concluded that partially, the three variables—service quality, facilities, and location—have a positive and significant effect on guest satisfaction. These findings indicate that improving service quality, providing adequate facilities, and choosing a strategic location are essential factors in creating a satisfying guest experience. Therefore, hotel management should prioritize the development and enhancement of these three aspects to maintain and increase customer satisfaction in a sustainable manner.

This study aims to analyze the effectiveness of goods delivery at PT TIKI Jalur Nugraha Ekakurir (JNE) and its impact on customer satisfaction, focusing on the application of Total Quality Management (TQM) principles. The research method used is a quantitative survey with purposive sampling technique, where data is collected through questionnaires distributed to customers. The results show that the application of TQM, which includes employee involvement, continuous improvement, and customer focus, significantly enhances delivery effectiveness. Furthermore, regression analysis indicates that delivery effectiveness positively influences customer satisfaction. This study recommends that PT JNE continue to strengthen the application of TQM in its operations to improve service quality and customer satisfaction.  

Service quality is an important aspect in a service company. In addition to providing high-quality services that result in customer satisfaction, companies also need to give customers a memorable experience when using the service. The success of a business depends on how the company is able to satisfy and delight customers. Therefore, these two variables are one of the determining factors in how customer satisfaction can be achieved. This study aims to examine the effect of Information Service Quality and Customer Experience on Customer Satisfaction at Yogyakarta International Airport both partially and simultaneously. The research design used is quantitative research using statistical data analysis  based on numbers obtained from questionnaires which are then processed using SPSS software. The sample in this study were 99 customers at Yogyakarta International Airport using purposive sampling technique. From the results of the respondents' answers that have been collected, data analysis techniques are carried out including instrument tests, classical assumption tests, multiple linear regression analysis, hypothesis testing and determination coefficient tests. The research results obtained show that there is an effect of Information Service Quality (X1) on Customer Satisfaction (Y) as evidenced by a significance value of 0.017 < 0.05 and T count 2.422 > T table 1.98498. In addition, there is an effect of Customer Experience (X2) on Customer Satisfaction (Y) as indicated by a significance value of 0.000 < 0.05 and T count 6.833 > T table 1.98498. As for the simultaneous Information Service Quality (X1) and Customer Experience (X2), it shows a significant positive effect on Customer Satisfaction (Y) as evidenced by the significance value of 0.000 <0.05 and F count 95.470> F table 3.091. The results of the determination coefficient test show that Information Service Quality (X1) and Customer Experience (X2) contribute to Customer Satisfaction (Y) by 66.5% and the remaining 33.5% is influenced by other variables. It can be concluded that all H₀ is rejected and Hₐ is accepted in the three hypotheses in this study.

The development of digital technology encourages traditional culinary business actors to adapt to e-commerce services in order to expand market reach and improve service efficiency. This study aims to analyze the digital innovation implemented by the Soto Banjar business in Sawojajar, Malang City, in facing challenges and opportunities in the digital era. Using a descriptive qualitative approach with a case study method, data was collected through interviews, observations, and documentation. The results of the study show that the integration of digital platforms such as GrabFood, ShopeeFood, Instagram, and WhatsApp has a positive impact on the effectiveness of promotions, ordering systems, and product distribution. Service innovations such as pre-order systems and attractive packaging help strengthen product image and increase customer satisfaction. Despite facing challenges such as digital promotion costs and spikes in demand, digital transformation has proven to be able to increase the competitiveness and sustainability of this traditional culinary business.

The aviation industry in Indonesia has experienced rapid growth in line with the increasing demand for air transportation. One of the key aspects of airline service is the check-in process, which serves as the first interaction between passengers and the airline and plays a role in shaping the customer experience. This study aims to analyze the impact of check-in counter service quality on passenger satisfaction with Super Air Jet at Sultan Aji Muhammad Sulaiman (SAMS) Sepinggan International Airport, Balikpapan. This research employs a quantitative approach using a survey method, involving 100 passenger respondents who have used Super Air Jet at least once and are aged between 17 and 40 years. The survey was conducted at Sultan Aji Muhammad Sulaiman (SAMS) Sepinggan International Airport, Balikpapan. Data analysis was performed using validity tests, reliability tests, classical assumption tests, simple linear regression, T-tests, and the coefficient of determination (R²). The results of the study indicate that the quality of check-in counter service has a positive and significant impact on passenger satisfaction. The simple linear regression test shows a regression coefficient value of 0.351 with a correlation value of 0.942. Additionally, the T-test results show a calculated t-value of 20.931, which is greater than the critical t-value of 1.660, with a significance level of 0.000 < 0.05, thereby supporting the research hypothesis. Based on these findings, it can be concluded that improving service quality at the check-in counter plays a crucial role in enhancing passenger satisfaction.

Operations management is a series of activities related to planning, organizing, controlling and supervising all resources used in the process of producing goods or services. The main function of operations management is to create quality products or services, at efficient costs, at the right time, and in accordance with market demand. This research is quantitative research that works with numbers and the data is in the form of numbers which are then analyzed using statistics to test hypotheses or to answer specific research questions and to make predictions. This research approach is explanatory research where data collection is carried out simultaneously in one stage (one shot study} or in a cross-section through a questionnaire. One of the main impacts of operations management what is good is increasing the efficiency of the production process by designing and managing efficient production processes, companies can optimize the use of available resources, reduce waste, and increase output without increasing significant costs. Effective operations management has a significant impact on various aspects of company performance, including operational efficiency, cost control, product quality and service, and customer satisfaction. By implementing good operations management principles, companies can increase their competitiveness, reduce waste, and improve the customer experience.

This study analyzes the influence of ease of use and security on customer satisfaction with the mobile banking services of Bank Sumsel Babel Syariah, particularly among students of the Faculty of Islamic Economics and Business at UIN Raden Fatah Palembang. Using a quantitative approach, data were collected through questionnaires from 100 respondents. The results indicate that ease of use does not have a significant effect, while security has a positive and significant impact. Collectively, ease of use, security, and trust contribute 78.5% to customer satisfaction variability. The study recommends enhancing security systems and usability of the mobile banking application, as well as educating customers on safe usage practices.

Service quality is a crucial element in determining the level of customer satisfaction in the banking sector. This study aims to analyze the relationship between service quality and customer satisfaction in Indonesian banks. The main focus lies on how banks are able to create quality services to maintain customer loyalty. This article uses the literature review method to identify factors that influence service quality, strategies implemented, and perceived benefits. The results show that service quality has a significant effect on the level of customer satisfaction. Service improvement strategies such as technology development, employee training, and effective communication are the keys to success.

One topic that is often discussed in marketing management is service quality. Service quality is an indicator of the service provided by the service provider to the service recipient. Service quality is also an early indicator of customer satisfaction. The aim of this research is to find out what types of service sectors have been researched in the marketing sector, especially service quality in Serang City. This service quality research method uses qualitative methods originating from journals that have been previously researched with research questions including year of publication, field of service studied, dimensions of service quality used, and research methods. It is hoped that the results of this research can intensify research in Serang City, especially service quality related to marketing management. Considering the limited data available and the breadth of the service quality sector for the size of Serang City.

Service quality, brand image, customer satisfaction, customer loyalty, pawnshop Abstract. This study aims to examine the influence of service quality, brand image and customer satisfaction on customer loyalty at PT. Pemalang branch pawnshop (case study on UPC Ulujami. The population in this study is customers of PT. Ulujami branch pawnshop totaling 1250 people with a research sample of 95 people. Data collection was carried out by means of interviews and questionnaires.the analysis technique used in this researcher is multiple linear regression using the SPSS (Statistical Product and Service Solutions) version 22 program used to analyze the data. Based on the results of this study, it shows that (1) service quality has a significant effect on customer loyalty. (2) Brand image affects customer loyalty. (3) Customer satisfaction has a significant effect on customer loyalty. (4) Service quality, brand image and customer satisfaction

The development of the Internet of Things (IoT) has changed the paradigm of banking services by offering innovations in operational efficiency, security and customer experience. Despite this, IoT implementation in the banking sector faces significant challenges related to data security and infrastructure costs. This research aims to explore the impact of implementing IoT in banking services and to identify the opportunities and challenges faced in the current digital era. This research method involves case studies, in-depth interviews, and surveys to analyze the use of smart ATMs, wearable devices, security sensors, and smart queuing systems in various banking contexts. The analysis results show significant improvements in operational efficiency and customer satisfaction, while also highlighting challenges related to data security and implementation costs. The implications of this research include recommendations for further development in IoT technology in banking services, with a focus on enhanced data security and effective implementation strategies.

This research aims to determine the influence of the variables product quality (X1), price (X2) and service quality (X3) on customer satisfaction (Y) at the Sicepat Express Delivery Service, Nganjuk District Branch. This type of research is quantitative research. The data collection techniques used are primary data and secondary data. The sample selection used the accidental sampling method, the number of samples in the research was 175 respondents at the Sicepat Express Delivery Service, Nganjuk District Branch. This research data was obtained through questionnaires, interviews and literature studies. The data analysis technique was carried out by describing the research data and analysis used, namely Validity Test, Reliability Test, Classical Assumption Test, Multiple Linear Regression Analysis, T Test, F Test and Coefficient of Determination Test. The results of the research obtained the multiple linear regression equation Y = 3.185 + 0.278 0.000 < 0.05. The F test results obtained Fcount results with a significance value of 0.000 < 0.05. From the results of the analysis it can be concluded that product quality (X1), price (X2) and service quality (X3) simultaneously and significantly influence customer satisfaction.    

This study aims to analyze "The Effect of Product Quality, Service Quality, and Convenience on Consumer Satisfaction at Soto Mas Boed Restaurant Semarang". The data collection method uses a questionnaire. The sampling technique uses accidental sampling technique. A sample of 97 respondents were consumers at the Soto Mas Boed Restaurant in Semarang. Based on the test results, the product quality variable has a positive and significant effect on customer satisfaction. This is evidenced by the regression coefficient of β1 0.264 and the calculated t value is greater than the t table 3.751> 1.661 with a sig. value of 0.000 <0.05. So the hypothesis is proven. Service quality has a positive and significant effect on customer satisfaction.  This is evidenced by the regression coefficient of 0.482, the t value is greater than the t table 4.934> 1.661 with a sig. value of 0.000 <0.05. So the hypothesis is proven. Convenience has a positive and significant effect on consumer purchasing decisions. This is evidenced by the regression coefficient of 0.229, the t value is greater than t table 2.616> 1.661 and the sig value is 0.010 <0.05. So the hypothesis is proven.

This study aims to determine the effect of price, service quality, consumer trust on usage decisions with customer satisfaction as a moderation for online transportation services, in this case Go Car. The population in this study are all customers who have used Go Car online transportation services. The sampling technique in this study was accidental sampling or accidental sampling so that there were 95 respondents. This study uses statistical tools, namely SmartPLS and Microsoft Excel as tabulation data processing. The results showed that during a pandemic, people chose to stay at home, and would only travel in very important conditions. So that consumer trust is one of the factors that can influence the decision to use Go Car online transportation services

The more stringent developments in business life, the more difficult it is for any company to maintain customer satisfaction from its competitors. For this reason, service quality is needed to retain consumers, not only service quality, price and promotion are also the most important things in retaining consumers. This study aims to identify the effect of service quality, price, and promotions significantly on customer satisfaction at Muliamart. The sample used was 100 respondents. The method used uses quantitative methods. The sampling technique used in this study was purposive sampling technique, namely sampling with certain criteria. The analysis model used is multiple linear regression analysis processed using SPSS 2022. The results of this study indicate that Service Quality has a partial effect (3.636 > 1.988), Service Price has a partial effect (2.427 > 1.988), and Service Promotion has a partial effect of (3.422 > 1.988) t-count > t-table on Satisfaction. Meanwhile, service quality, price, and promotion have a simultaneous effect of (46,765 > 2,700) f-count > f-table on consumer satisfaction. the magnitude of the coefficient of determination (R Square) is 0.594 or equal to 59.4%. And the rest is influenced by other variables.      

The growing subsector of the food and beverage industry, including the highly competitive restaurant industry, highlights the importance of research in maintaining businesses and increasing customer loyalty in this sector. The purpose of this research is to investigate the influence of service quality on customer loyalty through customer satisfaction as a mediator in Fun House Resto. The method used is the Partial Least Squares - Structural Equation Modeling (PLS-SEM) analysis technique with descriptive and quantitative analysis. The sample used was 100 respondents using purposive sampling method in determining the respondents. The results of the study indicate that service quality has a direct positive effect on customer loyalty, service quality has a positive and significant effect on customer satisfaction, customer satisfaction has a positive and significant effect on customer loyalty, and service quality has a positive and significant effect on customer loyalty through mediation of customer satisfaction. These results indicate that Fun House Resto should consider maintaining service quality and customer satisfaction in ensuring customer loyalty. Furthermore, as part of their efforts to maintain customer loyalty, they should also consider other factors such as product quality, facilities, prices, and others.