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All Journal Perspektif : Jurnal Ekonomi dan Manajemen Universitas Bina Sarana Informatika Jurnal Ilmiah MEA (Manajemen, Ekonomi, dan Akuntansi)

teni agustina, teni

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Author-ID : 646387

Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Environmental Science Social Sciences

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ANALISIS FAKTOR KUALITAS PELAYANAN DALAM MENINGKATKAN KEPUASAN PELANGGAN PADA PT UNIBLESS INDO MULTI JAKARTA SELATAN Agustina, Teni; Oktiani, Nurvi; Lestari, Nurlaela Eva Puji

Publisher :

For attempting the Quality of Service as a one of marketing strategy, it is an obligation for fulfill all of Customer Expectation, The Company must have bargained service which can be received and felt by consumer, and it is good choices, that the service can be excess than the expectation of consumer, until it can be created the high of Service Quality performance. In other hand the purpose of this research know the factors from service quality which have been done and which is the others factor must be given more attention for increasing the consumer service. The methods from this research use quantitative, with data have been collected by Questionnaires, the amount of samples consist of 60 respondents, from the Customer of PT UNIBLESS INDO MUKTI, beside that use analysis Factor with the Processing data use Correlation factor, extraction factor and Rotation Factor From the result of research, it can be decided the factor that have been done in this company is the knowledge of customer needs, and in other hands the factors which must have been more attention is how to the company create the high value and product performance, in advice from the result the company must think of the steps or strategies for creating the high value until the purpose of company for increasing customer satisfaction have achieved

ANALISIS FAKTOR PENENTU KUALITAS PRODUK DALAM MENINGKATKAN LOYALITAS PELANGGAN PADA CV. PANDAWA DIGITAL PRINTING DEPOK Lestari, Nurlaela Eva Puji; Agustina, Teni; Oktiani, Nurvi

Publisher :

Untuk menjadi sebuah perusahaan jasa printing yang besar dari banyaknya pesaing yang mempunyai bidang yang sama, perusahaan perlu memperhatikan kualitas produk yang akan ditawarkan pada pelanggan. Hal ini bisa berdampak pada loyalitas pelanggan dan sebagai sumber keberlangsungan pada masa mendatang. Tujuan dari penelitian ini adalah untuk mengetahui analisis faktor penentu kualitas produk terhadap loyalitas pelanggan pada CV Pandawa Digital printing Depok. Penelitian ini menggunakan metode deskriptif kuantitatif dan sampel probability merupakan sampel random sampling dalam kemungkinan keseluruhan anggota populasi dapat terpilih sebagai sampel dalam penelitian. Pengambilan data dalam bentuk kuisioner menggunakan pernyataan sebanyak 15 butir soal. Sedangkan sampel yang digunakan sebanyak 70 dari karyawan CV Pandawa Digital Printing Depok. dengan pengujian maka hasil koefisien korelasi dapat memperoleh nilai 0.693 dengan kesimpulan hubungan kuat antara kualitas produk dan loyalitas pelanggan. Sedangkan dari hasil uji koefisien determinasi diperoleh hasil sebesar 0.58% menunjukan akan adanya kualitas produk yang berpengaruh pada loyalitas pelanggan dengan tingkat hubungan sedang dan 42% sisanya dipengaruhi oleh faktor lain yang belum diketahui penulis pada penelitian ini. Dari hasil penelitian ini dapat disimpulkn sebagai berikut yang pertama kualitas produk berpengaruh kuat terhadap loyalitas pelanggan; dan kedua kualitas produk memiliki tingkat hubungan sedang dengan loyalitas pelanggan.

PENGARUH MANAJEMEN KINERJA DAN KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PENGGUNA JASA TRANSPORTASI Oktiani, Nurvi; Lestari, Nurlaela Eva Puji; Agustina, Teni

Publisher :

Transportation system in Indonesia as a general and especially in Jakarta have been integrated and managed for fulfill and increasing demand for user in Public Transportation, the managing of Public Transportation is needed not only demand user but also make connection for user duties, so that can reach efficiency and efficient and achieve satisfaction, one of ways for managing Public transportation with increasing performance management and service quality. The research have a purpose for knowing what extent the impact of Performance management and Service Quality toward increasing of Customer Satisfaction the user of Public Transportation. The Methods of research use Quantitative with ordinal scale, and the amount of samples consist of 400 user of public Transportation in Transjakarta. The Data is taken by Spread of Questionnaire, The Processing data have been used by Statistical Package For Social Sciences(SPSS) with Reliabilities, Validities, Normality of Residual, Multicollinearity, heteroscedasticity, autocorrelation, partial correlation between independent variable and evaluation of Regression. From the result can explain between Performance Management and Service Quality have significant relation toward customer satisfaction beside that it have been significant impact between variables, with determinant coefficient performance management and service quality can explain customer satisfaction with amount 54.5% leftovers can be described with another factors such as customer relationship management and Customer expectation, etc, and the advice in the future for consideration, it is need new strategies or program for increasing customer satisfaction.

Co-Authors Nurlaela Eva Puji Lestari, Nurlaela Eva Puji Nurvi Oktiani, Nurvi Rismayanti, Shella

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Journal : Jurnal Ilmiah MEA (Manajemen, Ekonomi, dan Akuntansi)