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All Journal Jurnal Analisis Sosial Politik International Journal of Economics, Business and Accounting Research (IJEBAR) Benchmark Epaper Bisnis: International Journal Entrepreneurship and Management
Kharismawati, Ika
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Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Environmental Science Law, Crime, Criminology & Criminal Justice Social Sciences

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Pengaruh SOP, Kualitas Pelayanan Internet dan Kepercayaan Pelanggan terhadap Kepuasan Pelanggan di PT. Garnet Cabang Surabaya Fachruddin, Muhammad Rizky; Qomari, Nurul; Kharismawati, Ika
Benchmark Vol. 5 No. 1: September 2024
Publisher : Universitas Bhayangkara Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.46821/benchmark.v5i1.516

Abstract

Pada era globalisasi, teknologi telekomunikasi terus berkembang, meluas dari layanan suara ke data (internet). PT. GARNET Cabang Surabaya menggunakan teknologi broadband fiber optic yang menawarkan minim gangguan elektromagnetik, kecepatan tinggi, dan keamanan tinggi. Penelitian ini mengevaluasi pengaruh Standar Operasional Prosedur (SOP), kualitas layanan internet, dan kepercayaan pelanggan terhadap kepuasan pelanggan di PT. GARNET Cabang Surabaya. Dengan menggunakan analisis regresi berganda dan melibatkan 100 responden, hasilnya menunjukkan bahwa SOP, kualitas layanan, dan kepercayaan pelanggan secara signifikan mempengaruhi kepuasan pelanggan. Ketiga faktor tersebut menjadi faktor dominan dalam meningkatkan kepuasan pelanggan, menekankan pentingnya penerapan SOP yang baik dan peningkatan kualitas layanan serta kepercayaan pelanggan.
The Influence of Consumer Perceptions, Price and Product Quality on Purchasing Decisions for Tawas Natural Spray Deodorant Fitriyah, Rohmatul; Widiana, Muslichah Erma; Kharismawati, Ika
Benchmark Vol. 5 No. 2: April 2025
Publisher : Universitas Bhayangkara Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.46821/benchmark.v5i2.618

Abstract

This study aims to analyze how consumer perceptions, price, and product quality influence purchasing decisions for alum natural spray deodorants, especially for students at the Faculty of Economics and Business, Bhayangkara University Surabaya. A total of 84 respondents were sampled in this study, which were selected through purposive sampling technique with the application of the Slovin formula. Data collected through questionnaires filled by respondents using a Likert scale, and supported by literature data. The analysis methods used in this study include research instrument tests, classical assumption tests, multiple linear regression analysis, and hypothesis testing. The results showed that consumer perceptions, price, and product quality have an influence both partially and simultaneously on purchasing decisions for alum natural spray deodorants for students of the Faculty of Economics and Business, Bhayangkara University Surabaya.
Co-Authors Fachruddin, Muhammad Rizky Fitriyah, Rohmatul Inayah, Nur Lailiyatul Muslichah Erma Widiana Negoro, RM Bramastyo Kusuma Nurul Qomari Rapitasari, Diana Siswati, Endang Susi Ratnawati