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All Journal DERIVATIF Jurnal Ekonomi
Bambang Satriawan
Batam University
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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EFFECT OF CUSTOMER EXPECTATIONS AND PRODUCT QUALITY ON CUSTOMER SATISFACTION AT PT. INDOMETRO SURYA ANDOLA IN METRO CITY Bambang Satriawan; Davis Aryadi
Derivatif : Jurnal Manajemen Vol 13, No 2 (2019): November
Publisher : Universitas Muhammadiyah Metro Lampung

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24127/jm.v13i2.398

Abstract

The effort that must be done by the company in order to be successful in competition is to try to attract the interest of customers. The factor that is often a concern is customer expectations and product quality in providing services to customers which is a measure of customer satisfaction. The purpose of this study was to determine the effect of customer expectations and product quality on customer satisfaction at PT. Indometro in Metro City.The method used in this study is an explanatory survey method. This type of research is quantitative research with the object of research is customer expectations, product quality and customer satisfaction. The research population is PT. Indometro Unit II Metro City with a total sample of 96 respondents. Data collection techniques using interviews, documentation and questionnaires using questionnaires. The analytical tool used is using data quality analysis and multiple linear regressionanalysis.The results showed that customer expectations had a significant effect on customer satisfaction, product quality had an effect on customer satisfaction. And simultaneously customer expectations and product quality together have a positive effect on customer satisfaction. Looking at these results it can be said that independent variables have a positive and significant effect on customer satisfaction. Keywords: Customer expectations, product quality, customer satisfaction
THE INFLUENCE OF LEADERSHIP, COMPENSATION, AND WORK ENVIRONMENT ON JOB SATISFACTION OF EMPLOYEES OF PT BIRO STATISTIK INDONESIA BATAM WITH WORK PRESSURE AS INTERVENING VARIABLE Rusdin Haluddin; Bambang Satriawan; Muammar Gaddafi
Jurnal Ekonomi Vol. 11 No. 03 (2022): Jurnal Ekonomi, 2022 Periode Desember
Publisher : SEAN Institute

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Abstract

The purpose of this research is to only examine several factors that affect the level of job satisfaction of BKI employees, namely leadership, compensation, work environment, and work pressure. The population in this study were employees of PT BKI Batam. The method used for sampling is the census method. The sample used in this study is the same as the total population of the study, namely 130 people. This research data was analyzed quantitatively using SEM PLS with Smart PLS version 3.0 tool. The test results using confirmatory factor analysis showed that the research data used were valid and reliable and normally distributed. The results of hypothesis testing indicate that leadership has a significant effect on work pressure; Compensation has a significant effect on work pressure; Work environment has no significant effect on work pressure; Work pressure has a significant effect on job satisfaction; Leadership has a significant effect on job satisfaction; Compensation has no significant effect on job satisfaction; Work environment has no significant effect on job satisfaction; Leadership has a significant effect on job satisfaction through work pressure as an intervening variable; Compensation has a significant effect on job satisfaction through work pressure as an intervening variable; Work environment has no significant effect on job satisfaction through work pressure as an intervening variable. The test results show that the SRMR value is 0.081, which is smaller than 0.100, it can be concluded that the research model is a fit.
Co-Authors Davis Aryadi Muammar Gaddafi Rusdin Haluddin