This document summarizes a research study on factors influencing customer satisfaction at fast food restaurants in Bandung, Indonesia. The study examined the impact of pricing (X1) and service quality (X2) on customer satisfaction (Y). A survey was conducted measuring these variables, and multiple linear regression analysis was used. The results showed that pricing and service quality both had a positive impact on customer satisfaction. Pricing and service quality together also had a significant impact on customer satisfaction. The study provides insight into how fast food restaurants can improve customer satisfaction through pricing strategies and service quality.
6. hapzi ali, et al., 2016, mercu buana univversity,iosr jbbHapzi Ali
Prof. Dr. Hapzi Ali, CMA
Universitas Mercu Buana (Mercu Buana University), Jakarta Indonesia
Bidang Ilmu: Marketing & Business Management, Research Method, MIS, Good Corporate Governance
www.mercubuana.ac.id.
email: hapzi.ali@gmail.com, hapzi.ali@mercubuana.ac.id
7. hapzi ali, et al., 2016, mercu buana univversity,ijer scopusHapzi Ali
Prof. Dr. Hapzi Ali, CMA
Universitas Mercu Buana (Mercu Buana University), Jakarta Indonesia
Bidang Ilmu: Marketing & Business Management, Research Method, MIS, Good Corporate Governance
www.mercubuana.ac.id.
email: hapzi.ali@gmail.com, hapzi.ali@mercubuana.ac.id
The purpose of this study is to find out how service quality, brand image, and product quality
affect customer loyalty through customer satisfaction. This study is a census-based study, the object of research
used in this study were 100 respondents
The Analysis of Service Quality on Customer Satisfaction At“Kimia Farma”Pharm...inventionjournals
Services are important with regard to actions and treatment or how to serve others in order to fulfill their needs and desires. The level of customer satisfaction toward the services acquired can be measured by comparing the customer's expectations for service quality they want with the perceived service quality. This study aims to determine the gap between expected services withservices perceived by customers of Kimia Farma pharmacy No. 33 Makassar. Correspondence between the service provided with the service promised, the accuracy of the service provided, providing the same service to every customer, employee readiness in responding customer inquiries, the employees ability to provide information about company drug/product completely and accurately, courtesy of employees in providing services, as well as the comfort of lounge facilities arefactors that most correspond betweenexpected and perceived by customers of Kimia Farma No. 33 Makassar.
Effect of customer value and quality of service on customer satisfaction (cas...Iwan Kurniawan Subagja
The need for transportation services increases due to the heavy traffic in Jakarta. Efficient transport services to congestion in
Jakarta, motorcycle taxi services online such as GO-JEK. This triggers every transportation company to increase customer value
and good service quality to get customer satisfaction in the field of transportation services.
This study aims to describe customer value and service quality to customer satisfaction with descriptive statistic analysis. The
study was conducted to 110 GO-JEK consumers in Jakarta. The sampling technique used was accidental sampling with analysis
tools SPPS 22.
The results show that customer value and service quality give impact to GO-JEK customer satisfaction in Jakarta.
6. hapzi ali, et al., 2016, mercu buana univversity,iosr jbbHapzi Ali
Prof. Dr. Hapzi Ali, CMA
Universitas Mercu Buana (Mercu Buana University), Jakarta Indonesia
Bidang Ilmu: Marketing & Business Management, Research Method, MIS, Good Corporate Governance
www.mercubuana.ac.id.
email: hapzi.ali@gmail.com, hapzi.ali@mercubuana.ac.id
7. hapzi ali, et al., 2016, mercu buana univversity,ijer scopusHapzi Ali
Prof. Dr. Hapzi Ali, CMA
Universitas Mercu Buana (Mercu Buana University), Jakarta Indonesia
Bidang Ilmu: Marketing & Business Management, Research Method, MIS, Good Corporate Governance
www.mercubuana.ac.id.
email: hapzi.ali@gmail.com, hapzi.ali@mercubuana.ac.id
The purpose of this study is to find out how service quality, brand image, and product quality
affect customer loyalty through customer satisfaction. This study is a census-based study, the object of research
used in this study were 100 respondents
The Analysis of Service Quality on Customer Satisfaction At“Kimia Farma”Pharm...inventionjournals
Services are important with regard to actions and treatment or how to serve others in order to fulfill their needs and desires. The level of customer satisfaction toward the services acquired can be measured by comparing the customer's expectations for service quality they want with the perceived service quality. This study aims to determine the gap between expected services withservices perceived by customers of Kimia Farma pharmacy No. 33 Makassar. Correspondence between the service provided with the service promised, the accuracy of the service provided, providing the same service to every customer, employee readiness in responding customer inquiries, the employees ability to provide information about company drug/product completely and accurately, courtesy of employees in providing services, as well as the comfort of lounge facilities arefactors that most correspond betweenexpected and perceived by customers of Kimia Farma No. 33 Makassar.
Effect of customer value and quality of service on customer satisfaction (cas...Iwan Kurniawan Subagja
The need for transportation services increases due to the heavy traffic in Jakarta. Efficient transport services to congestion in
Jakarta, motorcycle taxi services online such as GO-JEK. This triggers every transportation company to increase customer value
and good service quality to get customer satisfaction in the field of transportation services.
This study aims to describe customer value and service quality to customer satisfaction with descriptive statistic analysis. The
study was conducted to 110 GO-JEK consumers in Jakarta. The sampling technique used was accidental sampling with analysis
tools SPPS 22.
The results show that customer value and service quality give impact to GO-JEK customer satisfaction in Jakarta.
Kazakhstan possesses a tremendous economic growth potential as the country continues its
transition to a market economy. However, despite huge potential, Kazakhstan has not been able to develop a
competitive economy. One of the main causes is that there are few
The purpose of this paper is to discuss on the concept of job satisfaction and how job satisfaction can make impact on the performance of employees in an organization. The paper will be limited to the positive and negative effects of Job satisfaction. Secondly, the literature review will discuss the relationship between employee motivation, job satisfaction and employee performance.
Marketing Mix and Service Quality Effect on Customer Satisfaction and Loyalty...QUESTJOURNAL
ABSTRACT: This study aims to test and empirical analysis the marketing mix and service quality effect on customer satisfaction and customer loyalty, research was conducted in 26 branches in Sulawesi a population of about 16 212 customers of PT. HadjiKalla in Sulawesi who purchase Toyota cars for 2015 with a sample of 390 customers. The results of the analysis of structural equation modelusing AMOS version 20 provide evidence that marketing mix has a positive and significant effect on customer satisfaction and customer loyalty. Service quality is positive and significant effect on customer satisfaction, but insignificant effect on customer loyalty. Customer satisfaction has a positive and significant effect on customer loyalty. Marketing mix and service quality has a significant on customer loyalty as a mediated customer satisfaction. The practical implication of this study provide increased knowledge and understanding of the customer and the company's management in Sulawesi in increasing customer loyalty through marketing mix, service quality and customer satisfaction. Limitations of this study on a sample size using only the customers car brands Toyota and just carried on Sulawesi area that may limit generalizability of the research findings. Originality of this study provide the basis for the development configuration modeling using structural equation model and conceptual models that prove marketing mix and service quality on customer loyalty as a mediated customer satisfaction in previous research done separately. The mediating role of customer satisfaction is proven to increase customer loyalty to the highway.
Impact of Service Quality on Customer Loyalty of Domestic Pumpspaperpublications3
Abstract: Service quality deals with the customer expectation and actual treatment. Better the service quality, higher will be the customer satisfaction. This can gain more and more customers and more loyal customers. The major advantage of loyal customers is that these customers will not leave because of any small reason or any minor fluctuations in company’s performance. This study is restricted to a single product domestic pump and will investigate the role of service quality in creating loyal customers.
Keywords: Service quality, Customer loyalty, Domestic pumps.
Title: Impact of Service Quality on Customer Loyalty of Domestic Pumps
Author: FAZEEN RASHEED A K
ISSN 2349-7807
International Journal of Recent Research in Commerce Economics and Management (IJRRCEM)
Paper Publications
International Journal of Business and Management Invention (IJBMI)inventionjournals
International Journal of Business and Management Invention (IJBMI) is an international journal intended for professionals and researchers in all fields of Business and Management. IJBMI publishes research articles and reviews within the whole field Business and Management, new teaching methods, assessment, validation and the impact of new technologies and it will continue to provide information on the latest trends and developments in this ever-expanding subject. The publications of papers are selected through double peer reviewed to ensure originality, relevance, and readability. The articles published in our journal can be accessed online
Perceived Quality and Competitive Advantage in Beer Products In Kabale Distri...IJMCERJournal
ABSTRACT : Perceived quality is customer perception to the overall quality or superiority of a product or
service with the intent to expect respect. Perceived Quality ensures the organisation defines and delivers the
requisite levels of satisfaction desired by their various target customer segments. Competitive advantage has
been approached by looking at the external environment of the firm that is how the economic power of firms can
be used to create competitive position in an industry. This study focuses on Resource Based View a model that
provides a framework for identifying unique set of resources and this perspective shifts the approach of
assessing competitive advantage from the external to the internal environment that is the resource power. This
study, therefore, set out to determine the effect of perceived quality on competitive advantage in beer products in
Kabale district. The specific objective of the study was to (i) To determine the effect of perceived quality on
competitive advantage in alcoholic beer products in Kabale district. The study used a descriptive survey
research design. The target population was 1783 including wholesalers, retailers, customers and brand and
marketing managers of Nile Special Lager, Eagle Lager, Senator Extra Lager, club and Bell beer products in
the District of Kabale, South Western Ugand
Influence of Location and Quality of Service on Customer Satisfaction at PT. ...ijtsrd
This study aims to determine “The effect of location and service quality on customer satisfaction at PT. Transmart Carrefour Plaza Medan Fairâ€. This type of research uses explanatory research explanatory research . The population in this study are customers who come and shop at PT. Transmart Carrefour Plaza Medan Fair. The number of research samples used in this study was 60 people, the sampling technique used in this study was simple random sampling. Collecting data using a questionnaire with a Likert scale which has five alternative answers and distributed to respondents.The results of this study indicate that the location has a positive and significant effect on customer satisfaction because the t value is 4.269 t table 1.672 and a significant value is 0.000 0.05. significant 0.000 0.05. Location and service quality together have a positive and significant effect on customer satisfaction with a calculated F value of 20.619 F table 3.16 and a significant value of 0.000 0.05. From the results of the analysis, the adjusted R Square value of 0.399 means that the location and quality of service can simultaneously contribute as much as 39.9 while the remaining 60.1 is a variable not observed in this study. Nurlelawati Manurung | HD. Melva Sitanggang | Lasman Eddy Bachtiar "Influence of Location and Quality of Service on Customer Satisfaction at PT. Transmart Carrefour Plaza Medan Fair" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-5 | Issue-6 , October 2021, URL: https://www.ijtsrd.com/papers/ijtsrd46412.pdf Paper URL : https://www.ijtsrd.com/management/consumer-behaviour/46412/influence-of-location-and-quality-of-service-on-customer-satisfaction-at-pt-transmart-carrefour-plaza-medan-fair/nurlelawati-manurung
International Journal of Humanities and Social Science Invention (IJHSSI)inventionjournals
is an international journal intended for professionals and researchers in all fields of Humanities and Social Science. IJHSSI publishes research articles and reviews within the whole field Humanities and Social Science, new teaching methods, assessment, validation and the impact of new technologies and it will continue to provide information on the latest trends and developments in this ever-expanding subject. The publications of papers are selected through double peer reviewed to ensure originality, relevance, and readability. The articles published in our journal can be accessed online.
FACTORS AFFECTING THE SERVICES QUALITY AND REPURCHASE INTENTIONIAEME Publication
This study aim is to examine the factors effecting the consumer satisfaction and
repurchase intention. The population is consumer from all 22 branches of One Mart
mini market in Bengkulu Province. Samples are 200 respondents. Data were collected
using a five-point Likert scale. The data analysis tool used is Structural Equation
Model (SEM) using AMOS 22 software. The research shows the following results.
First, service quality does not affect on customer satisfaction. Second, good service
quality affects on customer value. Third, good customer value affect on customer
satisfaction. Fourth, customer satisfaction does not affect on repurchase intention.
Fifth, good customer satisfaction affects on brand choices. Sixth, a good brand choice
affect on consumer repurchase.
Quality And Quality Management System Essay
Customer Satisfaction And Service Quality Essay
Service Quality : Services Quality Essay
E-Service Quality Essay
Cost of Quality
Service Excellence and Customer Satisfaction
Essay on Manage Quality Customer Service
Research Paper On Total Quality Management
My Personal Quality
The Evolution Of Quality Management
Quality Management Essay
Creating A Culture Of Quality
My Quality Education Essay
Quality Control
Quality Flyer Designs
What is quality Essay
Essay On Quality Research
The Quality Of Quality Assurance Essay
Kazakhstan possesses a tremendous economic growth potential as the country continues its
transition to a market economy. However, despite huge potential, Kazakhstan has not been able to develop a
competitive economy. One of the main causes is that there are few
The purpose of this paper is to discuss on the concept of job satisfaction and how job satisfaction can make impact on the performance of employees in an organization. The paper will be limited to the positive and negative effects of Job satisfaction. Secondly, the literature review will discuss the relationship between employee motivation, job satisfaction and employee performance.
Marketing Mix and Service Quality Effect on Customer Satisfaction and Loyalty...QUESTJOURNAL
ABSTRACT: This study aims to test and empirical analysis the marketing mix and service quality effect on customer satisfaction and customer loyalty, research was conducted in 26 branches in Sulawesi a population of about 16 212 customers of PT. HadjiKalla in Sulawesi who purchase Toyota cars for 2015 with a sample of 390 customers. The results of the analysis of structural equation modelusing AMOS version 20 provide evidence that marketing mix has a positive and significant effect on customer satisfaction and customer loyalty. Service quality is positive and significant effect on customer satisfaction, but insignificant effect on customer loyalty. Customer satisfaction has a positive and significant effect on customer loyalty. Marketing mix and service quality has a significant on customer loyalty as a mediated customer satisfaction. The practical implication of this study provide increased knowledge and understanding of the customer and the company's management in Sulawesi in increasing customer loyalty through marketing mix, service quality and customer satisfaction. Limitations of this study on a sample size using only the customers car brands Toyota and just carried on Sulawesi area that may limit generalizability of the research findings. Originality of this study provide the basis for the development configuration modeling using structural equation model and conceptual models that prove marketing mix and service quality on customer loyalty as a mediated customer satisfaction in previous research done separately. The mediating role of customer satisfaction is proven to increase customer loyalty to the highway.
Impact of Service Quality on Customer Loyalty of Domestic Pumpspaperpublications3
Abstract: Service quality deals with the customer expectation and actual treatment. Better the service quality, higher will be the customer satisfaction. This can gain more and more customers and more loyal customers. The major advantage of loyal customers is that these customers will not leave because of any small reason or any minor fluctuations in company’s performance. This study is restricted to a single product domestic pump and will investigate the role of service quality in creating loyal customers.
Keywords: Service quality, Customer loyalty, Domestic pumps.
Title: Impact of Service Quality on Customer Loyalty of Domestic Pumps
Author: FAZEEN RASHEED A K
ISSN 2349-7807
International Journal of Recent Research in Commerce Economics and Management (IJRRCEM)
Paper Publications
International Journal of Business and Management Invention (IJBMI)inventionjournals
International Journal of Business and Management Invention (IJBMI) is an international journal intended for professionals and researchers in all fields of Business and Management. IJBMI publishes research articles and reviews within the whole field Business and Management, new teaching methods, assessment, validation and the impact of new technologies and it will continue to provide information on the latest trends and developments in this ever-expanding subject. The publications of papers are selected through double peer reviewed to ensure originality, relevance, and readability. The articles published in our journal can be accessed online
Perceived Quality and Competitive Advantage in Beer Products In Kabale Distri...IJMCERJournal
ABSTRACT : Perceived quality is customer perception to the overall quality or superiority of a product or
service with the intent to expect respect. Perceived Quality ensures the organisation defines and delivers the
requisite levels of satisfaction desired by their various target customer segments. Competitive advantage has
been approached by looking at the external environment of the firm that is how the economic power of firms can
be used to create competitive position in an industry. This study focuses on Resource Based View a model that
provides a framework for identifying unique set of resources and this perspective shifts the approach of
assessing competitive advantage from the external to the internal environment that is the resource power. This
study, therefore, set out to determine the effect of perceived quality on competitive advantage in beer products in
Kabale district. The specific objective of the study was to (i) To determine the effect of perceived quality on
competitive advantage in alcoholic beer products in Kabale district. The study used a descriptive survey
research design. The target population was 1783 including wholesalers, retailers, customers and brand and
marketing managers of Nile Special Lager, Eagle Lager, Senator Extra Lager, club and Bell beer products in
the District of Kabale, South Western Ugand
Influence of Location and Quality of Service on Customer Satisfaction at PT. ...ijtsrd
This study aims to determine “The effect of location and service quality on customer satisfaction at PT. Transmart Carrefour Plaza Medan Fairâ€. This type of research uses explanatory research explanatory research . The population in this study are customers who come and shop at PT. Transmart Carrefour Plaza Medan Fair. The number of research samples used in this study was 60 people, the sampling technique used in this study was simple random sampling. Collecting data using a questionnaire with a Likert scale which has five alternative answers and distributed to respondents.The results of this study indicate that the location has a positive and significant effect on customer satisfaction because the t value is 4.269 t table 1.672 and a significant value is 0.000 0.05. significant 0.000 0.05. Location and service quality together have a positive and significant effect on customer satisfaction with a calculated F value of 20.619 F table 3.16 and a significant value of 0.000 0.05. From the results of the analysis, the adjusted R Square value of 0.399 means that the location and quality of service can simultaneously contribute as much as 39.9 while the remaining 60.1 is a variable not observed in this study. Nurlelawati Manurung | HD. Melva Sitanggang | Lasman Eddy Bachtiar "Influence of Location and Quality of Service on Customer Satisfaction at PT. Transmart Carrefour Plaza Medan Fair" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-5 | Issue-6 , October 2021, URL: https://www.ijtsrd.com/papers/ijtsrd46412.pdf Paper URL : https://www.ijtsrd.com/management/consumer-behaviour/46412/influence-of-location-and-quality-of-service-on-customer-satisfaction-at-pt-transmart-carrefour-plaza-medan-fair/nurlelawati-manurung
International Journal of Humanities and Social Science Invention (IJHSSI)inventionjournals
is an international journal intended for professionals and researchers in all fields of Humanities and Social Science. IJHSSI publishes research articles and reviews within the whole field Humanities and Social Science, new teaching methods, assessment, validation and the impact of new technologies and it will continue to provide information on the latest trends and developments in this ever-expanding subject. The publications of papers are selected through double peer reviewed to ensure originality, relevance, and readability. The articles published in our journal can be accessed online.
FACTORS AFFECTING THE SERVICES QUALITY AND REPURCHASE INTENTIONIAEME Publication
This study aim is to examine the factors effecting the consumer satisfaction and
repurchase intention. The population is consumer from all 22 branches of One Mart
mini market in Bengkulu Province. Samples are 200 respondents. Data were collected
using a five-point Likert scale. The data analysis tool used is Structural Equation
Model (SEM) using AMOS 22 software. The research shows the following results.
First, service quality does not affect on customer satisfaction. Second, good service
quality affects on customer value. Third, good customer value affect on customer
satisfaction. Fourth, customer satisfaction does not affect on repurchase intention.
Fifth, good customer satisfaction affects on brand choices. Sixth, a good brand choice
affect on consumer repurchase.
Quality And Quality Management System Essay
Customer Satisfaction And Service Quality Essay
Service Quality : Services Quality Essay
E-Service Quality Essay
Cost of Quality
Service Excellence and Customer Satisfaction
Essay on Manage Quality Customer Service
Research Paper On Total Quality Management
My Personal Quality
The Evolution Of Quality Management
Quality Management Essay
Creating A Culture Of Quality
My Quality Education Essay
Quality Control
Quality Flyer Designs
What is quality Essay
Essay On Quality Research
The Quality Of Quality Assurance Essay
This research paper considers the understanding of the customers’ satisfaction towards and perceptions towards D-mart;. Specifically this research will seek to identify which factors effect on satisfaction.
The purpose of this study is to find out overall satisfaction towards Dmart. Some people are satisfied about price, some people about product variety. Research was done through questionnaire and discus with some customers in college campus who are customers of D-mart. Retailers have recognized this trend and are of the view that customer satisfaction plays a role in the success of business strategies. Therefore it has become important for grocery retail stores to try and manage customer satisfaction. This paper was thus developed to investigate the satisfaction levels of customers in D-mart. Data was collected from D-mart in akurdi, pune. The study examined the importance of overall dimensions and specific elements of customer satisfaction towards the measurement of satisfaction levels.
Effect Of Quality Services On Customer Satisfaction And Loyalty (Theoritical...inventionjournals
International Journal of Business and Management Invention (IJBMI) is an international journal intended for professionals and researchers in all fields of Business and Management. IJBMI publishes research articles and reviews within the whole field Business and Management, new teaching methods, assessment, validation and the impact of new technologies and it will continue to provide information on the latest trends and developments in this ever-expanding subject. The publications of papers are selected through double peer reviewed to ensure originality, relevance, and readability. The articles published in our journal can be accessed online.
The Relationship Study between Service Quality on Customer Satisfaction in th...ijtsrd
The restaurant sector is one of the fastest growing sectors within the Mongolian economy. A questionnaire based study was selected to 121 peoples served to choose one service restaurant around in the capital of Ulaanbaatar. The research method was quantitative, and primary and secondary methods were used to analyze the data. According to the results, the hypotheses optioned that all the planed factor had a positive relationship with customer satisfaction. With the presence of these factors, customer satisfaction will increase. Enkhtsetseg Agvaan "The Relationship Study between Service Quality on Customer Satisfaction in the Luxury Restaurant Sector in Mongolia" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-4 | Issue-5 , August 2020, URL: https://www.ijtsrd.com/papers/ijtsrd33229.pdf Paper Url :https://www.ijtsrd.com/management/business-administration/33229/the-relationship-study-between-service-quality-on-customer-satisfaction-in-the-luxury-restaurant-sector-in-mongolia/enkhtsetseg-agvaan
Effect of Product Quality and Service Quality toward Customer Satisfaction Ca...ijtsrd
This research was conducted aimed at 1 Knowing the quality of products at Uncle K Restaurants, 2 Knowing the quality of services at Uncle Restaurants, 3 Knowing the influence of product quality on customer satisfaction at Uncle K Restaurants, 4 Knowing the influence of service quality on customer satisfaction at Uncle K Restaurant, 5 Knowing simultaneously simultaneously the influence of product quality and service quality on customer satisfaction at Uncle K. Restaurant. This research is a quantitative descriptive method that uses numbers, starting from data collection, interpretation of the data, and the appearance of the results. The population in this study was consumers of Uncle K Restaurant during the study. The size of the research sample taken as many as 80 people is determined by the sample technique used in this study, namely, random sampling simple random sample sampling technique is named so because in taking the sample, researchers mix the subjects in the population so that all subjects were considered the same and data were collected using a Likert scale questionnaire that had 5 alternative answers. The results of this study indicate that 1 Product quality has a positive effect on customer satisfaction at Uncle K Restaurant, 2 Service quality has a positive effect on customer satisfaction at Uncle K Restaurant, 3 There is a positive influence between product quality and service quality to customer satisfaction in Uncle K Report with a correlation coefficient R of 0.728 and a coefficient of determination R 2 of 0.529. This means that 52.9 of customer satisfaction in Uncle K Restaurant are influenced by product quality and service quality, while the other 47.1 is determined. Robinson Nainggolan | Marasi Rustiani Hotmaida | Arisman Parhusip "Effect of Product Quality and Service Quality toward Customer Satisfaction (Case Study at K UNCLE Restaurant at PT. Benua Penta Global)" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-3 | Issue-6 , October 2019, URL: https://www.ijtsrd.com/papers/ijtsrd29303.pdf Paper URL: https://www.ijtsrd.com/management/randd-management/29303/effect-of-product-quality-and-service-quality-toward-customer-satisfaction--case-study-at-k-uncle-restaurant-at-pt-benua-penta-global/robinson-nainggolan
Effect of Quality of Service and Location on Satisfaction Customer at Pt. Per...YogeshIJTSRD
This study uses qualitative research methods that contain numbers. The population in this study is all customers who shop at PT. Pertamina Retail Bright Store HM. Yamin Medan. Sampling using a kusioner spread with a likert scale that has 5 alternative answers. And analyzed using multiple linear regressions and coefficients of R2 determination with SPSS software for windows version 16. The results showed the following 1 Service Quality has a positive and significant effect on Customer Satisfaction at PT. Pertamina Retail Bright Store HM. Yamin Medan, 2 Location has a positive effect, but not significant to Customer Satisfaction at PT. Pertamina Retail Bright Store HM. Yamin Medan, 3 There is a positive and significant influence between the quality of service and location on customer satisfaction at PT. Pertamina Retail Bright Store HM. Yamin Medan with coefficient of coefficient of collation R of 0.393 and coefficient of determination R2 of 0.155 this means that 15.5 of customer satisfaction is in PT. Pertamina Retail Bright Store HM. Yamin Medan, influenced by the quality of service and location, while the other 84.5 is determined by other variables not described in this study. Kepler Sianturi | Rezkiyana | Riomas Sinurat "Effect of Quality of Service and Location on Satisfaction Customer at Pt. Pertamina Retail Bright Store Hm. Yamin Medan" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-5 | Issue-4 , June 2021, URL: https://www.ijtsrd.compapers/ijtsrd41240.pdf Paper URL: https://www.ijtsrd.comother-scientific-research-area/other/41240/effect-of-quality-of-service-and-location-on-satisfaction-customer-at-pt-pertamina-retail-bright-store-hm-yamin-medan/kepler-sianturi
The Influence Of Relationship Marketing On Switching Barrier, Customer Satisf...inventionjournals
This study was aimed at testing and analyzing influence of relationship marketing on switching barrier, customer satisfaction, customer trust, and customer retention. The study was conducted with respondents of 141 Emerald BNI BANK customers in Indonesia. Data were collected by using instruments of questionnaires. The test on the model was done using structural equation model analysis with GSCA approach. Switching barrier significantly influenced on customer satisfaction and customer trust. Furthermore, customer satisfaction and customer trust significanly influenced on customer retention. Partially, it was identified that variable of customer trust was the most dominant variable influencing on the customer retention.
The Relationship between Customer Knowledge Management, Customer Relationship...inventionjournals
ABSTRACT: This study was aimed to assess the relationship between customer knowledge management and customer relationship management, with organizational innovation and customer loyalty (for consumers and retailers of protein industry in Isfahan province). The statistical population consisted of all employees (1385 people) and customers of nine production and distribution groups of the protein products in Isfahan province. Corresponding to the number in each group, stratified random sampling was made based on the contributions made, and 451 questionnaires were analyzed regarding the number of people in each group. The findings showed that there was a significant correlation between customer loyalty and customer relationship management, customer knowledge management and organizational innovation (P<0.01). The values of effective coefficients; β, showed that for every unit increase in innovation, knowledge management, and customer relationship management, the customer loyalty was increased 0.332, 0.331 and 0.331 units, respectively. According to the results of this study, it could be suggested that the protein industry retailers, must incorporate knowledge based and relationship marketing tools, such as customer relationship management, and customer knowledge management, for implementing customer loyalty strategies. Results of this study showed that organizational innovation should be considered as the first priority for implementing loyalty strategies of the organization.
The research work is aimed to identify the impact of food quality and service on customer satisfaction in “The Republic Hotel” which is located in Sydney, Australia.
The Role of Consumer Education as Mediator of Service Quality on Customer Sat...theijes
The International Journal of Engineering & Science is aimed at providing a platform for researchers, engineers, scientists, or educators to publish their original research results, to exchange new ideas, to disseminate information in innovative designs, engineering experiences and technological skills. It is also the Journal's objective to promote engineering and technology education. All papers submitted to the Journal will be blind peer-reviewed. Only original articles will be published.
Mastering Local SEO for Service Businesses in the AI Era is tailored specifically for local service providers like plumbers, dentists, and others seeking to dominate their local search landscape. This session delves into leveraging AI advancements to enhance your online visibility and search rankings through the Content Factory model, designed for creating high-impact, SEO-driven content. Discover the Dollar-a-Day advertising strategy, a cost-effective approach to boost your local SEO efforts and attract more customers with minimal investment. Gain practical insights on optimizing your online presence to meet the specific needs of local service seekers, ensuring your business not only appears but stands out in local searches. This concise, action-oriented workshop is your roadmap to navigating the complexities of digital marketing in the AI age, driving more leads, conversions, and ultimately, success for your local service business.
Key Takeaways:
Embrace AI for Local SEO: Learn to harness the power of AI technologies to optimize your website and content for local search. Understand the pivotal role AI plays in analyzing search trends and consumer behavior, enabling you to tailor your SEO strategies to meet the specific demands of your target local audience. Leverage the Content Factory Model: Discover the step-by-step process of creating SEO-optimized content at scale. This approach ensures a steady stream of high-quality content that engages local customers and boosts your search rankings. Get an action guide on implementing this model, complete with templates and scheduling strategies to maintain a consistent online presence. Maximize ROI with Dollar-a-Day Advertising: Dive into the cost-effective Dollar-a-Day advertising strategy that amplifies your visibility in local searches without breaking the bank. Learn how to strategically allocate your budget across platforms to target potential local customers effectively. The session includes an action guide on setting up, monitoring, and optimizing your ad campaigns to ensure maximum impact with minimal investment.
Financial curveballs sent many American families reeling in 2023. Household budgets were squeezed by rising interest rates, surging prices on everyday goods, and a stagnating housing market. Consumers were feeling strapped. That sentiment, however, appears to be waning. The question is, to what extent?
To take the pulse of consumers’ feelings about their financial well-being ahead of a highly anticipated election, ThinkNow conducted a nationally representative quantitative survey. The survey highlights consumers’ hopes and anxieties as we move into 2024. Let's unpack the key findings to gain insights about where we stand.
SMM Cheap - No. 1 SMM panel in the worldsmmpanel567
Boost your social media marketing with our SMM Panel services offering SMM Cheap services! Get cost-effective services for your business and increase followers, likes, and engagement across all social media platforms. Get affordable services perfect for businesses and influencers looking to increase their social proof. See how cheap SMM strategies can help improve your social media presence and be a pro at the social media game.
Videos are more engaging, more memorable, and more popular than any other type of content out there. That’s why it’s estimated that 82% of consumer traffic will come from videos by 2025.
And with videos evolving from landscape to portrait and experts promoting shorter clips, one thing remains constant – our brains LOVE videos.
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MODEL OF CUSTOMER SATISFACTION: EMPIRICAL STUDY AT
FAST FOOD RESTAURANTS IN BANDUNG
Nandan Limakrisna
Associated Professor of Doctoral Management Science UPI YAI
Jakarta Indonesia
amarta-nandan@gmail.com
Hapzi Ali
Professor of Management Mercubuana University,
Jakarta Indonesia.
ABSTRACT
This research aims to establish: (1) Impacts of pricing at Fast Food Restaurants in
Bandung on the customer’s satisfaction (2) Impact of service quality improvement on
customer satisfaction. This research used random sampling methods with pricing (X1)
and service quality (X2) as the independent variable and customer satisfaction as
dependent variable. The population of this research is the customers and prospective
customers who were visiting Fast Food Restaurants in Bandung which was located in
South Bandung on June 2015. Methods of data collection include questionnaire,
observation, and interview. The data analysis used was multiple linier regression, F test
and t Test. The Multiple Regression Analysis results in Y = 11,207 + 0,311X1 + 0,157X2
+ e. The above equation shows: (1) There is a positive impact between pricing and
customer satisfaction, proven by the analysis from regression coefficients value of 0,311
and service quality impacts positively to customer satisfaction, proven from the analysis
from regression coefficients value of 0,157; (2) there is also impact between pricing
towards customer satisfaction proven by the analysis report shows Tvalue (2,568) > Ttable
(1,984) with significance level of 0,05 and there is impact between service quality
towards customer satisfaction, proven by C value and significance level of 0,05; (3) there
is significant impact between pricing and service quality on customer satisfaction, proven
by the analysis from Fvalue (28,263) > Ftable (2,70) with the level of significance of 0,000.
Keywords: Pricing, Service Quality, Customer Satisfaction
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1. INTRODUCTION
Development of science and technology not only impact education sector, but also impact the
economic and cultural sector. The cultural changing is also inevitable. One of the emerging cultural
changing is fast food life style. It does not exist previously in Indonesia, however with the development of
the new era, there has been wide numbers of fast food has been sold in Indonesia. The phenomenon
happening in third world countries including Indonesia lately shows the life style changing as a result of
food industry development manifested in Fast Food restaurants. The young generations prefers eating,
and spend most of their time in Malls, Cafes, and western food or fast food restaurant such as Bento,
McD, Pizza Hut and many others. The condition was supported by modern trade system. It successfully
influences Indonesian to consume even Japanese Food such as Fast Food Restaurants. The type of food
was very popular among Indonesian ranging from all ages because the taste has been adjusted with
Indonesian taste. In order to be able to compete the industry, the company has to be market oriented. All
activities done by the company have to bring satisfaction to the customer, so the marketing can be
considered holding a significant role in supporting the sales improvement. According to Kotler regarding
marketing strategy (2005:22):
“Marketing principle emphasize that the key of a successful organization is to enable the
company to be more effective than the competitor in creating, delivering, and communicating the value of
customer towards the targeted market”
In order for accompany to be able to survive even excellent in the market, the company need to
have the methods used as a guidelines especially in marketing. Marketing strategy is the most accurate
method to increase customer satisfaction. Because when the customer feels satisfied with the products or
services offered by a company, then they will buy the product continuously and become a loyal customer
from the particular company.
When the customer feels they expectation regarding one product/services was fully served they
will also be advertising channel for a company. According to Kotler (2004:114) explained that customer
satisfaction is the level of feeling the customer has after comparing the service/ result they get and their
own expectation. If the service given by the company in line with the customer expectation that was when
the satisfaction happen.
Fast Food Restaurants for instance is the example of fast food industry widely distributed in Java
and Bali. It should have special marketing strategy to make the customer satisfied, so they can increase
the sales and keep surviving the competitions among the similar industry. Customer satisfaction is
important because the key of a business to run is holding by the customer.
There are factors affecting customer satisfaction includes; pricing, service, facility, services, and
product quality (Kotler, 2014: 215). Leliana & Suryandari in Margaretha (2004: 111) explained that:
“Pricing becomes the most dominant signals in marketing, it was because price places in every
transaction, price also the signal used by the customer in perception process in which price will impacts
customer’s evaluation towards one product”
Pricing is associated with the quality offered to the customer. The suitable price and quality will
make the customer trust the product thus will build brand image of the product among the customers.
Besides pricing the quality of the products, the company services also highly impact the customer
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satisfaction. The service quality is the beginning of the customer satisfaction. In evaluating the service
quality, customers not only see the result of a service but also the process of delivering the services.
The customer satisfaction towards the service given is an important factor for a running business.
The satisfaction is the level of feeling after comparing the services experienced and the expectation thus
the satisfaction from the customer is obtained after the service is delivered. Customer generally feel one
level of satisfaction, if the service quality is in line with their expectation the customer will satisfied,
while they will feel disappointed the service quality is not in line with their expectation .
It is in line with the explanation if Tjiptono (2002:59) “Service quality is the expected excellence
and the control of the level of excellence to fulfill the customer expectation”.
In order to fulfill the customer satisfaction of a company, adequate pricing and service quality
need to be well managed. We can conclude that customer satisfaction can be reflected from the suitable
pricing and good service quality. Customer perception of price and service quality is a total assessment of
the excellence of a product or service.
2. METHODS
The research method used was explanatory survey. Sample method was selected based on
systematic random sampling. The data sources used in this research consist of primary and secondary
resources. Primary data are those related to the pricing and service quality at Fast Food Restaurants in
Bandung such as Bento, McD, and Pizza Hut. Data were obtained by questionnaire, observation, and
interview conducted in order to determine pricing and service quality in the company. Secondary sources,
are those obtained from the company itself (internal data source), internet/websites, library, and mass
media.
3. RESULT & DISCUSSION
This research consist of independent variable Pricing & Service Quality, the objective is to
identify the customer satisfaction of Fast Food Restaurants in Bandung. The variable of this research are:
1. Independent variable (X1) is Pricing
Pricing is the Policy of a company to shows the price of the product to the market or how much
the customer will have to pay /spend in order to be able to buy the product and it should be
profitable to the company. Pricing can be operationalized through the following dimensions:
Product compatibility: the compatibility of the price and product quality, and the
compatibility with the variety of the products
Competitor: pricing of the similar products
Discount: the implementation of discount, buying in package
Affordability : the price should be affordable for the customer
2. Independent variable (X2) Service Quality
Service Quality refers to the service process from the company in order to deliver satisfaction to
the customer, by creating service which in line with customer expectation or even more. Service
quality is operationalized as follows:
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Tangible : Store appearance , hygiene, location, the hospitality of employees, the facility and
technology sophistication, and product packaging
Reliability: Skills and speed in serving the product, speed and accuracy in responding the
customer demand.
Responsiveness: awareness to help the customer’s problem. Skills and speed in solving their
problem
Assurance : Product knowledge of the employee, Product quality assurance, and employee
communication skill
Empathy : Care for the customer need
3. Dependent Variable (Y) Customer satisfaction
Customer satisfaction is expectation level of the customer after using the product service of a
company whether in line with the reality thus produces satisfaction and in satisfaction if
expectation is not in line with the reality. Customer satisfaction is operationalized as follows:
Princing : Customer satisfaction regarding the Price given
Service Quality: customer satisfaction regarding the service quality given
4. RESULTS
4.1 Vailidity Test & Reliability
4.1.1 Validity Test
The instrument validity value will indicates how far the collected data will not deviate from the
general purposed variable. Each statement is considered valid if corrcted item-Total Correlation
item is more than r Product Moment Table with level of significance of 0,005.
In order to obtain the score of each item, Valid or invalid statement, the selected criteria are as
follows:
1. If r value > r table and the value is positive, thus the item tested was considered valid
2. If r value < r table, thus the item tested was considered invalid
3. If r value > r table but the value is negative, thus H0 will still be denied and H1 is accepted
From the above mentioned criteria, we can conclude that if r value > r table thus the item
tested was valid, mean while if r value< r table thus the item tested were invalid.
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Table 1. Result of Validity Test Variable X1
No. r value r table status
1 0,625 0,197 valid
2 0,581 0,197 valid
3 0,770 0,197 valid
4 0,542 0,197 valid
5 0,727 0,197 valid
6 0,806 0,197 valid
7 0,800 0,197 valid
8 0,735 0,197 valid
Source: Researcher’s data processing
Based on validity test result to a number of respondents on Variable X1 with significance level
0,05, We can conclude that 8 statements can be considered as valid because they have value of r value > r
table
Table 2 Validity Test Result of Variable X2
No. r value r table status
1 0,686 0,197 valid
2 0,503 0,197 valid
3 0,695 0,197 valid
4 0,673 0,197 valid
5 0,785 0,197 valid
6 0,674 0,197 valid
7 0,828 0,197 valid
8 0,815 0,197 valid
9 0,794 0,197 Valid
10 0,557 0,197 Valid
11 0,843 0,197 Valid
12 0,202 0,197 Valid
13 0,230 0,197 Valid
Source: Researcher’s data processing
Based on the validity test result to a number of respondents on Variable X2 with significance
level 0,05. We can conclude that 13 statements can be considered as valid because they have value of r
value > r table
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Table 3 Result of Validity Test Variable Y
No. r value r table status
1 0,738 0,197 valid
2 0,689 0,197 valid
3 0,638 0,197 valid
4 0,509 0,197 valid
5 0,669 0,197 valid
6 0,702 0,197 valid
7 0,543 0,197 valid
Source: Researcher’s data processing
Based on the validity test result to a number of respondents on Variable Y with significance
level 0,05, we can conclude that that 8 statements can be considered as valid because they have value of r
value > r table
4.1.2 Reliability Test
Reliability Test can be carried out using SPSS software which enable us to measure reliability of
a variable using Cronbach’s Alpha α
1) Cronbach’s alpha< 0,6 means data is not reliable
2) Cronbach’s alpha>0,6 means data is reliable
Table 4 Reability Test
Cronbach's
Alpha N of Items
.837 8
Source: Researcher’s data processing.
Table 5 Reliability Test
Cronbach's
Alpha N of Items
.872 13
Source: Researcher’s data processing
Table 6 Reliability Test
Cronbach's
Alpha N of Items
.748 7
Source: Researcher’s data processing
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Based on the result of reliability test, we got four output from known variable X1, X2, and Y, each
of variable has reliability value (Cronbach's Alpha) above 0,6. Thus we can imply that the measurement
units in this research is reliable.
4.2 Classic Regression Assumption Test Result
4.2.1 Normality Test
Normality test used to check if the independent variables; pricing and service quality, also
dependent variable; customers satisfactions are normally distributed or not.
The chart shows normality test result using Normal Probability Plot which spreads around
diagonal line. We can conclude that data used in this research are distributed or, in other word, fulfil
normality assumption. Thus regression model is eligible to use:
Picture 1 Diagram Chart of P-P Plot
4.2.2 Autocorrelation test
Autocorrelation test is regression assumption testing in which dependent variable isn’t correlated
with itself. Auto correlated with itself means value of dependent variable didn’t correlated with value of
variable itself, be it in previous variable or value of next period.
The basis of decision making are as follows:
1. Value of D-W bellow du means positive autocorrelation
2. Value of D-W between duand 4 - du means no autocorrelation
3. Value of D-W above 4 - du means negative autocorrelation
Table 7 Autocorrelation Test
Model Durbin-Watson
1 1.780
a. Predictors: (Constant), service quality, pricing
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Table 7 Autocorrelation Test
Model Durbin-Watson
1 1.780
a. Predictors: (Constant), service quality, pricing
b. Dependent Variable: customers satisfaction
From the table, value of Durbin-Watson (DW value) is 1,780 meanwhile value of du 1,74. Based
on specified criteria DW value is between 1, 74 and 2, 26 (4 - du). It means no autocorrelation. Thus
can be concluded that Autocorrelation test is fulfilled.
4.2.3 Heteroskidastity Test
Based on scatter plot bellow, the spreading of data dots are as follows:
1. Data dots spread above and below or around zero
2. Data dots do not concentrated above or below only
3. Data dots spreading should not form wavy pattern, wide then narrow then wide again
4. Data dots spreading would be better if it has no pattern
Picture 2 Scatterplot Chart Diagram
Based on explanation above, we can conclude that the data is negative of Heteroskidastity
4.2.4 Multicolinearity Test
Multicolinearity is event that inform whether independent variable has similarity with other
independent variable in one model. Multicolinearity can be observed from Varience Inflation Factor
(VIF) and Tolerance (TOL).
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Based on multi-colinearity test table we can see that VIF 2,589 and TOL 0,386 means each
independent variable has VIF no more than 10 (VIF<10) and TOL > 0,1. Thus we can conclude that this
regression multiple linear model is free of multicolinearity asumption.
Table 8 Multicolinearity test
Model
Collinearity Statistics
Tolerance VIF
1 (Constant)
Pricing .386 2.589
Price .386 2.589
a. Dependent Variable: customers satisfaction
4.3 Multiple Linear Regression Analysis
Multiple linear regression analysis is used to analyse influence of independent variable to
dependent variable
Regression equation in this research is written as follows:
Y = a+b1X1+b2X2+e
Where:
Y : Customer satisfaction
X1 : Pricing
X2 : Service quality
a : constant number
e : tolerable error (5%)
b : Regression coefficient
To read SPSS result of regression equation, you can read coefficient table in SPSS output.
Table 9 Multiple Linear Regression Equation
Model
Unstandardized Coefficients
B Std. Error
1 (Constant) 11.207 2.492
Pricing .311 .121
Service quality .157 .066
a. Dependent Variable: customers satisfaction
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Based on the table, the obtained regression equation is:
Y = 11,207 + 0,311X1 + 0,157X2 + e
Interpretation of regression as follows:
a. Constant (a)
It means if all independent has value of zero (0) then all dependent variable (customer
satisfaction) is 11,207.
b. Pricing (X1) to Customer satisfaction (Y)
Coefficient number of pricing for variable X1 is 0,311. It means that every effort of good pricing
increase one unit will increase customer satisfaction (Y) by 0.311 with assumption that other
independent variable from regression model is constant.
c. Service quality (X2) to Customer satisfaction (Y)
Coefficient number of service quality for variable X2 is 0,157. It means that every one unit increment of
service quality will increase customer satisfaction by 0.157 with assumption that all other independent
variables in regression model is constant.
4.4 Coefficient of determination Analysis
Coefficient of determination (R2
) is used to measure how good regression line according to the
actual data. Coefficient of Determination measure total percentage variation of dependent variable Y
which is explained in regression line. Value of Coefficient of determination is between 0 and 1
(0<R2
<1). The closer R2
to1 will make regression line better and closer to 0 will make it worse.
Tablee 10 Coefficient of determination
Model R R Square Adjusted R Square
1 .607a
.368 .355
a. Predictors: (Constant), service quality,
pricing
b. Dependent Variable: costumers
satisfaction
Based on “Model Summary” table, we can conclude that pricing and servcie qualityinfluence about
36,8% to customers satisfaction. Meanwhile 63,2% is influenced other variables which are not examined.
Because R2
less than 50% or tend to away from 1 thus we can conclude that the ability of independent
variables to explain dependent factors is quite poor.
4.5 Hypothesis
Hypothesis should be tested based on empirical data to create a decision whether to accept or
reject Ho which has been stated in research hypothesis. This research use t test and F test.
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4.5.1 T Test
T test is used to analyze whether independent variables is partially influencing or not to
dependent variable. Significance degree used is 0,05. If the significance value is less than degree of trust
then we accept alternative hypothesis, which state that an independent variable partially influence
dependent variable. t test analysis also can be seen in table bellow:
Table 11. t Test
Model t Sig.
1 (Constant) 4.496 .000
Pricing 2.568 .012
Service quality 2.380 .019
a. Dependent Variable: customer satisfaction
Hypothesis formula:
Ho:
There is no partial influence between pricing and customer satisfaction
Ha:
There is partial influence between pricing and customers satisfaction.
Ho:
There is no partial influence between service quality and customers satisfaction.
Ha:
There is partial influence between service quality and customers satisfaction
1) Pricing (X1) to customers satisfaction (Y)
In t test column above model 1 we can see sig value 0,012. Sig value less than probability value
0,05, or value 0,012<0,05, then Hais accepted and Horejected. Variablee X1has tvalue
2,568withttable=1,984. So tvalue>ttablewe can conclude that variablee X1has contribution to Y. t value is
positive, show that variablee X1has inline relation with Y. We can conlude that pricing has significant
influence to customers satisfaction.
2) Service Quality (X2) to customers satisfaction (Y)
In t test column above model 1 we can see sig value 0,019. Sig value less than probability value
0,05, or value 0,019<0,05, then Hais accepted and Horejected. Variablee X2has
tvalue2,380withttable=1,984. So tvalue>tablewe can conclude that variablee X1has contribution to Y. t value is
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positive, show that variablee X2has inline relation with Y. We can conlude that service quality has
significant influence to customers satisfaction.
4.5.2 F Test
F test is used to analyze whether simultaneously independent variables significantly influence
dependent variable. Trust degree that is used is 0,05. If the F number fro calculation is greater than F
number from table then alternative hypothesis which state all simultaneous independent variable
significantly influence dependet variable.
Hypothesis formula:
Ho: = =0
No influence simultaneous variable X (pricing and service quality) to Y (customer satisfaction)
Ha:
At least there is one Variable X(pricing and service quality) which influence Y (customer
satisfaction)
Table 12. F Test
Model
Sum of
Squares Df
Mean
Square F Sig.
1 Regression 357.414 2 178.707 28.263 .000a
Residual 613.336 97 6.323
Total 970.750 99
a. Predictors: (Constant), service quality, pricing
b. Dependent Variable:customers satisfaction
Analysis from F test table, the obtained sig probaility is 0.000 which means sig probability number
is less than probability value 0.05 or (0,00<0,05). Meanwhile value of F value 28,263 and F tablee 2,70.
In other words F (28,263) > Ftable (2,70). It means Ha is accepted and H0rejected. We can conclude that
X1and X2siultaneously influence variable Y.
4.6 Research Discussion
Result of this research indicating that increment or decrement customers satisfaction in time the
reasearch was partially influenced by pricing variable which is based on t test result, where the tvalue is
greater than t table which are tvalue 2,568 andttable=1,984.
Result also indicating that increment or decrement customers satisfaction was partially influenced
by service quality variable, based on t test result, where the t value is greater than t table which are
Tvalue2,380 and table=1,984.
Lastly, result gave conclusion that increment or decrement of customer satisfaction was
simultaneously influenced by pricing and service quality variables based on F test that F value is greater
than F table, which are Fvalue28,263> table2,70. We can see that Coefficient of Determination was obtained
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that pricing and service quality influence about 36.8% to customer satisfaction. Meanwhile 63.2% was
influenced by other unobserved variables.
5. CONCLUSION AND SUGESTION
5.1 Conclusion
1. There is an impact of pricing on customer satisfaction with Tcounted is higher than Ttable, with
Tcounted value 2.268 is higher than t table1,984
2. There is an impact of service quality on customer satisfaction. it is identified from t value 2,380 is
higher than t Table 1,984
3. There is an impact of pricing on services quality along with customer satisfaction. we identified
that F Value 28,263 > F table 2,70 on a =0,05 , F Value is higher dan F table , Thus proposed
Hypothesis Nol (H0) is denied and Ha is accepted . It menas that the independent variables which
consist of pricing & service quality simultaneously impact the customer satisfaction of Fast Food
Restaurants
4. The multiple linear regression equation obtained is Y=11,207+0,311X1 + 0,157X2+e . the
research identified that pricing and service quality impacts the customer satisfaction positively
5. The research shows that pricing and service quality has 36,8 % impacts on the customer
satisfaction. The next research is suggested to expand the research on the other impacting factors
related to customer satisfaction such as service speed, product quality and etc
5.2 Sugestion
A. Based on regression formula, the obtained value of regression coefficient for pricing is greater
than regression coefficient for service quality. Thus if the company want to improve customers
satisfaction, pricing should come first in every evaluation compared to other services.
B. The company should be morecareful in pricing policy with observing competitors’ price because
there are a lot of competitors in market.
C. The company should be able to balance food quality with the price in order to attract more
customers to buy their product. It is important to strengthen the company position in market.
D. The research shows that pricing and service quality has 36,8 % impacts on the customer
satisfaction. The next research is suggested to expand the research on the other impacting factors
related to customer satisfaction such as service speed, product quality and etc.
14. www.ijbcnet.com International Journal of Business and Commerce Vol. 5, No.06: [132-146]
(ISSN: 2225-2436)
Published by Asian Society of Business and Commerce Research 145
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