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All Journal Jurnal Ekonika : Jurnal Ekonomi Universitas Kadiri International Journal of Applied Information Systems and Informatics
Rosita, Dea
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Computer Science & IT Economics, Econometrics & Finance

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Pengaruh Customer Relationship Marketing dan Kualitas Layanan Terhadap Kepuasan : Studi Konsumen McDonald’s Kediri Laely, Nur; djunaedi, djunaedi; Rosita, Dea
Jurnal Ekonika : Jurnal Ekonomi Universitas Kadiri Vol 5, No 2 (2020): September 2020
Publisher : Universitas Kadiri

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30737/ekonika.v5i2.1129

Abstract

McDonald's is a fast food restaurant that has a branch in Kediri. The restaurant currently has competitors that can reduce customer satisfaction. Therefore, the research conducted aims to determine the partial and simultaneous effects of using the independent variables Customer Relatioship Management and Service Quality and the dependent variable Customer Satisfaction. The sample used in this study was 93 respondents using the Slovin formula. Based on the results of the study, the characteristics of the dominant respondents at the age <20 years are female, the level of students whose income is <1 million in high school education and equivalent. Partially and simultaneously Customer Relationship Management and Service Quality, each of which has a significant influence on Customer Satisfaction. McDonald’s merupakan salah satu restoran cepat saji yang memiliki cabang di Kota Kediri. Restoran tersebut saat ini memiliki kompetitor yang dapat memberikan dampak penurunan kepuasan bagi para pelanggannya. Oleh sebab itu, dari penelitian yang dilakukan bertujuan untuk mengetahui pengaruh parsial dan pengaruh simultan dengan penggunaan variabel bebas Customer Relatioship Management dan Kualitas Layanan serta variabel terikat Kepuasan Pelanggan. Sampel yang digunakan pada penelitian ini sejumlah 93 responden menggunakan formula Slovin. Berdasarkan hasil penelitian, karakteristik responden dominan pada usia <20 tahun berjenis kelamin perempuan, tingkat pelajar/mahasiswa yang pendapatannya <1 juta pada pendidikan SMA sederajat. Secara parsial dan simultan Customer Relatioship Management dan Kualitas Layanan, masing – masing memiliki pengaruh signifikan terhadap Kepuasan Pelanggan.
Analysis of Website Service Quality of Sistem Perizinan Online Kota Tasikmalaya (SIPENTAS) Using the Modified Webqual 4.0 and Importance Performance Analysis (IPA) Methods Rosita, Dea; Shofa, Rahmi Nur; Sulastri, Heni
Journal of Applied Information System and Informatic (JAISI) Vol 3, No 2 (2025): November 2025
Publisher : Deparment Information System, Siliwangi University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37058/jaisi.v3i2.17218

Abstract

Sistem Perizinan Online Kota Tasikmalaya (SIPENTAS) is a web-based service used to simplify the public licensing process. The existence of SIPENTAS is expected to increase the efficiency and effectiveness of services and support the implementation of online-based government in Tasikmalaya City. However, until now there has been no evaluation of the quality of the website based on user perceptions so it is not known to what extent this system meets user expectations and needs. This study aims to analyze the quality of the SIPENTAS website using Modified Webqual 4.0 which consists of four dimensions: Usability Quality, Information Quality, Interaction Quality, and Interface Quality and uses the Importance Performance Analysis (IPA) method to compare the level of performance and user interests and determine improvement priorities through quadrant mapping. The results of the study indicate that the quality of SIPENTAS is in the good category, with an average value of the level of conformity between performance and user expectations obtaining a percentage of 87.35%, an average value of the gap level of -0.58, and the results of the quadrant analysis there are six indicators that are priority for improvement related to the dimensions of Usability Quality and Interface Quality. Therefore, even though the quality of SIPENTAS services is in the good category, improvements to the six indicators need to be made so that website performance is more optimal and meets user expectations.
Co-Authors Djunaedi Djunaedi Laely, Nur Shofa, Rahmi Nur Sulastri, Heni