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All Journal Jurnal Inovasi Hasil Pengabdian Masyarakat (JIPEMAS) Jurnal Review Pendidikan dan Pengajaran (JRPP) Jurnal Ilmiah Edunomika (JIE) Management Studies and Entrepreneurship Journal (MSEJ) Community Development Journal: Jurnal Pengabdian Masyarakat QISTINA: Jurnal Multidisiplin Indonesia Aurelia: Jurnal Penelitian dan Pengabdian Masyarakat Indonesia Jurnal Ground Handling Dirgantara Flight Attendant Kedirgantaraan: Jurnal Public Relation, Pelayanan, Pariwisata El-Mal: Jurnal Kajian Ekonomi & Bisnis Islam Indonesian Journal of Aviation Science and Engineering Aerospace Engineering Journal of Ekonomics, Finance, and Management Studies As-Syirkah: Islamic Economic & Financial Journal
Widagdo, Djoko
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THE INFLUENCE OF CUSTOMER EXPERIENCE AND PERCEIVED SERVICE QUALITY ON CONSUMER SATISFACTION WITH PRODUCT QUALITY AS A MODERATING VARIABLE Setiawan, Zunan; Zuhri, Saifuddin; Widagdo, Djoko; Sumerli A, Chevy Herli; Sirait, Evi
JURNAL ILMIAH EDUNOMIKA Vol. 8 No. 1 (2024): EDUNOMIKA
Publisher : ITB AAS Indonesia Surakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29040/jie.v8i1.11536

Abstract

Abstract Customer satisfaction is the most important factor that companies must pay attention to so that their business is able to compete and even dominate the market. There are a number of factors that can influence customer satisfaction, including Customer Experience which is representative of internal factors and Perceived Service Quality is representative of external factors. Different from previous research, this research adds the Product Quality variable as a moderating variable. This research is quantitative research with an explanatory approach. The data used in this research is primary data distributed to 125 Gacoan noodle employees and 125 Gacoan noodle consumers spread throughout Indonesia. The collected data was analyzed using the smart PLS 3.0 analysis tool. The research results show that the respective variables Consumer Experience and Perceived Service Quality have a positive relationship and a significant influence on the Consumer Satisfication variable. Apart from that, the Product Quality variable can moderate the influence of the variables above, the results are even more significant than each direct test of each independent variable on the dependent variable in this research. Keywords: Consumer Experience, Percevied Service Quality, Consumer Satisfication, Product Quality
Pengaruh Kualitas Pelayanan Petugas Aviation Security terhadap Kepuasan Penumpang di Bandar Udara Sultan Muhammad Salahuddin Bima Dafiah; Widagdo, Djoko
Ground Handling Dirgantara Vol 7 No 2 (2025): Ground Handling Dirgantara
Publisher : Sekolah Tinggi Teknologi Kedirgantaraan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56521/jgh.v7i2.1559

Abstract

This study used a quantitative method with an inferential statistical approach. The instrument used in this study was a questionnaire, which was previously tested for validity through validity and reliability tests. The sample size was determined using the Slovin technique. The number of respondents was set at 100 respondents at Sultan Muhammad Salahuddin Airport, Bima. The analysis used to answer the research questions was simple linear regression analysis with the assistance of SPSS software. The results of this study indicate that aviation security officer service quality (AVSEC) influences passenger satisfaction at Sultan Muhammad Salahuddin Airport, Bima. This is evidenced by the results of the hypothesis test, where the significance value was 0.000 < 0.05 (α), with the calculated T-value > T-table (12.759 > 1.984). Furthermore, the results of this study also indicate that the influence of AVSEC officer service quality contributed 62.4% to passenger satisfaction at Sultan Muhammad Salahuddin Bima Airport. This is indicated by the coefficient of determination (R Square) of 0.624.
Co-Authors Abda Abda Adhy Firdaus Akbar, Zulfikri Awan, Awan Azhar, Ilham Hanifa Dafiah Dewantari, Aditya Faizah Faizah Fakhrudin, Arif Ferry Setiawan Hardin, Muhammad Andri Hillal, Raden Fatchul Indra Pratama , Rizaldi Iswanto, Juni Jorina, Carmelita Crisma D Putri Jorina, Carmelita Risma Khuznuzzan, Annisa LAUNTU, ANSIR Mahendra, Dimas Aditya Masruri Masruri Melly A D, You She Muhammad Fazil, Muhammad PA Andiena Nindya Putri Pamungkas, Tegar Purbo Pertiwi, Triani Patra Piartrini, Putu Saroyini Putra, Rian Andhika Putra, Wira Pramana Rahmat Hidayatullah Rizki, Ikbal Saifuddin Zuhri Santosa, Sonny Sauri, Sauri Setiawan, Zunan Sirait, Evi Subagiya, Didik Sumerli A, Chevy Herli Surya, Rahadiyan Sutarjo Sutarjo Sutarwati, Sri Tahalele, Olivia Tandibua, Dian Bella Telussa, Sandra Ivonnie Uswatun, Mega Utami C S, Noviana Wicaksono, Dhimas Yudianto, Kifni Yulianti, Siti Zulham Zulham