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All Journal Li Falah: Jurnal Studi Ekonomi dan Bisnis Islam Valid Jurnal Ilmiah
Bakhtiar Tijjang
Sekolah Tinggi Ilmu Ekonomi Amsir
Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

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The Service Quality Effect Towards the Customer Satisfaction of Bank in Indonesia Bakhtiar Tijjang; Nurfadhilah Nurfadhilah; Pandi Putra
Valid: Jurnal Ilmiah Vol 18 No 1 (2021)
Publisher : Sekolah Tinggi Ilmu Ekonomi AMM

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Abstract

Nowadays the competition of the company is started increasingly and tighter. The success factor is strongly determined by the level of customer satisfaction. Satisfied customers are needed very much by the company. Customer satisfaction can only be achieved by providing quality services to consumers. The purpose of this study is to examine and analyze the impact of service quality which consists of five variables, which are physical evidence, reliability, responsiveness, assurance, and empathy on customer satisfaction at PT Bank Mandiri (Persero) Tbk. Parepare Branch. The data were collected by providing questionnaires to 100 customers who were sampled in this study. The samples were selected using proportionate stratified random sampling method. The collected data were analyzed using multiple linear regression analysis that supported of SPSS version 21 application. The results of the analysis show that partially, there is no one variable of service quality that has no effect on customer satisfaction, the variable is physical evidence, while the other variables have a positive and significant effect on customer satisfaction. Otherwise, if the determined results simultaneously are the five variables of service quality that both have a positive and significant effect on customer satisfaction.
Product and Service Quality Towards Customer Satisfaction Refilled Drinking Water in Indonesia Bakhtiar Tijjang; Nurfadhilah Nurfadhilah; Pandi Putra
Li Falah: Jurnal Studi Ekonomi dan Bisnis Islam Vol 5, No 2 (2020): December 2020
Publisher : Institut Agama Islam Negeri Kendari

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31332/lifalah.v5i2.2232

Abstract

The quality of clean water is very crucial needed in human life to meet daily needs. According to the Ministry of Health, drinking water ready for consumption meets tasteless requirements, doesn't smell, is colorless, and contains heavy metals. Although humans can drink water from natural sources, it is risky to be contaminated by bacteria or other invisible harmful substances. The need for clean drinking water, consumable water provides business opportunities, one of them is refill drinking water. This study aims to examine product service quality to consumer satisfaction towards the refill drinking water in Indonesia. The type of research using the explanatory research approach (research explanation) uses a quantitative approach. The population in this study were customers of the refill drinking water in Indonesia whose population was unknown that using Roscoe method to take the sample, which are 50 people with incidental sampling technique. The results showed that product and service quality positively and significantly affect consumer satisfaction partially or simultaneously for customers to refill drinking water in Indonesia.
Co-Authors Nurfadhilah, Nurfadhilah