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Rossanti, Endah Dwi
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Economics, Econometrics & Finance

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Analisis Pengaruh Kualitas Pelayanan, Harga dan Kepuasan Konsumen terhadap Loyalitas Konsumen pada PT. KAI Commuter Jabodetabek (KCJ) (Studi Kasus pada Penumpang KRL Jakarta Kota-Bogor) Rossanti, Endah Dwi
Journal of Economics & Business UBS Vol. 9 No. 2 (2020): Journal of Economics & Business Unishaduguna Business School
Publisher : Journal of Economics & Business UBS

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The purpose of this research are to know and analysis how the effect of service quality, price and consumer satisfaction on the loyalty of consumer in PT. KAI Commuter Jabodetabek (KCJ) with case study on passanger of KRL Jakarta Kota – Bogor. The data collection technique by using questionnaire containing closed and open questions, to closed questions using Likert Scale. Sampling method used accidental sampling as many as 100 people. Data processing technique used is qualitative analysis and quantitative analysis. Based on the analysis, known linier regression equation is Y = 1,317 + 0,090X1 + 0,167X2 + 0,340X3. While the partial test result is the quality of service is not positive and significant impact on passenger loyalty, The price of ticket is positive and significant impact on passenger loyalty, and the last is satisfaction of passenger postive and significant impact on passenger loyalty. While the test result obtained that the coefficient of determination R2 is equal to 0,251. This suggests that at least 1 (one) of 3(three) independent variables can influence as many as 25% the dependent variable.
Analisis Pengaruh Kualitas Pelayanan dan Kualitas Produk terhadap Kepuasan Nasabah Di PT Bank Danamon Indonesia Cabang Bintaro Tangerang Selatan Rossanti, Endah Dwi
Journal of Economics & Business UBS Vol. 8 No. 1 (2019): Journal of Economics & Business Unishaduguna Business School
Publisher : Journal of Economics & Business UBS

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This study aims to examine and analyze the effect of service quality and product quality on customer satisfaction in PT Bank Danamon Bintaro Branch South Tangerang. Data was collected through questionnaires distributed and implemented on 100 (one hundred) customers at PT Bank Danamon Bintaro Branch. Data analysis in this study using SPSS version 20. Penenlitian is done sampling by non probability sampling and using accidental sampling method. While the data testing techniques used in this study include the validity test with factor analysis, reliability test with Alpha Cronbach. Test the classical assumption and multiple linear regression analysis, to test and prove the research hypothesis. The results of the analysis show that service quality has an effect on customer satisfaction and product quality also has an effect on customer satisfaction. Based on the results of tests conducted with partial test (t test) there is a positive correlation of service quality variable to customer satisfaction. Similarly, simultaneous test (F test) shows that overall variable of service quality influence (X1) and product quality (X2) have significant influence to customer satisfaction. R Square value of 0.664, means that the quality of service and product quality are together able to explain customer satisfaction variable of 66.4% while the rest of 33.6% are other factors not examined in this study.
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