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THE INFLUENCE OF SERVICE QUALITY ON CUSTOMER’S SATISFACTION AT PT. SINAR MUTIARA CAKRABUANA Amna Amelia Oktaviani; Siti Nur Barokah; Sri Marhaeni Salsiyah
JOBS (Jurnal Of Business Studies) Vol 4, No 2 (2018): Desember 2018
Publisher : Politeknik Negeri Semarang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32497/jobs.v4i2.1495

Abstract

The purpose of this research was to determine and analyze the influence of services quality: tangible (X1), reliability (X2), responsiveness (X3), assurance (X4), and empathy (X5) on customer’s satisfaction (Y) at PT. Sinar Mutiara Cakrabuana. The collecting data methods used in this research were questionnaires, interview and literature review. The scale of questionnaires used agree-disagree scale with 10 point scale and the respondents in this research were 90 samples. The sampling technique used is purposive sampling. The data analysis technique used was multiple linear regression. The result could be concluded that service quality which consists of tangible (X1), reliability (X2), responsiveness (X3), assurance (X4), and empathy (X5) has positive and significance influence on customer’s satisfaction (Y). Meanwhile the contribution of the independent variables (tangibles, reliability, responsiveness, assurance, empathy) on customer’s satisfaction was 66,7%.
PENGARUH TECHNIQUE QUALITY DAN PROCESS QUALITY TERHADAP CUSTOMER SATISFACTION (STUDI KASUS DWELLING TIME PADA TERMINAL PETIKEMAS SEMARANG) Hertas Fajar Tawakal; Putut Haribowo; Siti Nur Barokah
JOBS (Jurnal Of Business Studies) Vol 3, No 1 (2017): Oktober 2017
Publisher : Politeknik Negeri Semarang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32497/jobs.v3i1.1474

Abstract

The purpose of this research is to analyze the effect of technique quality and process quality on customer satisfaction (a case study of dwelling time in Terminal Petikemas Semarang) The methods used to analyze data are validity test, reliability test, assumption classic test, multiple linear regression method, t-test (partial), f-test (simultaneous), and the coefficient of determination test (Adjusted R2) Based on this research, the result of statistical F-test has significant value < significant level (0,000 < 0,05). It means that technique quality and process quality has a significant impact on customer satisfaction. From the result of coefficient of determination test, adjusted R2 has value of 0,607. It’s mean that the impact of independent variable (technique quality and process quality) toward dependent variable (customer satisfaction) is at 60.7%, while the remaining 39.3% is influenced by other variables that outside in this research.
ANALYSIS OF INFLUENCE OF PRICE, SERVICE QUALITY, BRAND IMAGE TO CUSTOMERS’ PURCHASE DECISION OF KOREAN MARINE TRANSPORT CO., LTD. ( A Case Study at PT. Samudera Indonesia Tbk. Semarang ) Dwi - Rachmawati; Siti Nur Barokah; M Nahar
JOBS (Jurnal Of Business Studies) Vol 3, No 1 (2017): Oktober 2017
Publisher : Politeknik Negeri Semarang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32497/jobs.v3i1.1469

Abstract

The competition among shipping company is strict. The objective of this research is to analyze the influence of price, service quality, and brand image to customers’ purchase decision of Korean Marine Transport Co., Ltd. at PT. Samudera Indonesia Tbk. Semarang. This research used a multiple linear regression analysis. The primary data used in this research is collected from questionnaire. The amounts of the respondents are 56 who are customers of PT Korean Marine Transport Co., Ltd, at PT. Samudera Indonesia Tbk. Semarang. The calculation of multiple linier regressions which is carried out by SPSS 20 showed that price, service quality, and brand image variables have significant positive influenced on purchase decision in partially and simultaneously and the most dominant variable is service quality. The contribution of price, service quality, and brand image to purchase decision is 60.2% while 39.8% are influenced by other variables that were not described in this research.
Co-Authors Amna Amelia Oktaviani Dwi - Rachmawati Hertas Fajar Tawakal M Nahar Putut Haribowo Sri Marhaeni Salsiyah