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Endang Silaningsih
Universitas Djuanda
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Journal : International Journal Of Science, Technology

 1 
The Effect Of Service Quality And Price On Customer Satisfaction Of Mineral And Coal Mining Consulting Services At Pt Allsys Solutions Gemina, Dwi; Silaningsih, Endang; Tjahja Andari, Titiek; Kartini, Tini; Julaiha, Siti
International Journal of Science, Technology & Management Vol. 4 No. 5 (2023): September 2023
Publisher : Publisher Cv. Inara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.46729/ijstm.v4i5.939

Abstract

The rapid development of business in the era of globalization causes competition between companies to be tighter, so various efforts must be made in order to attract the attention of consumers from competitors. This study aims to determine and analyze service quality and price both simultaneously and partially on PT Allsys Solutions customer satisfaction. The sampling amounted to 92 consumers with a saturated sampling technique in which all members of the population were sampled. This questionnaire is tested with validity tests, reliability tests and also classical assumption tests. The results of the test are valid, reliable and can be used for regression data. The analytical methods used in this study are descriptive and verifiative methods with a quantitative approach. The results showed that the variables of service quality and price had a direct and positive effect on PT Allsys Solutions customer satisfaction. The result of the R (square) determination test is 40.61% while the remaining 59.39%. The relationship between service quality and price has a strong relationship with the result of a correlation coefficient of sort. 0.637.
Strategy To Increase Customer Satisfaction Based On Service Quality Silaningsih, Endang; Tjahja Andari, Titiek; Rihadatul Aisy, Zahro
International Journal of Science, Technology & Management Vol. 5 No. 4 (2024): July 2024
Publisher : Publisher Cv. Inara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.46729/ijstm.v5i4.1136

Abstract

The purpose of this research is to determine and analyze how the affect of service quality (reliability, responsiveness, assurance, empathy, tangible) simultaneously and partially on customer satisfaction, customer satisfaction level index, and implementation and performance strategies of PT Jayamandiri Gemasejati Bogor. This research uses quantitative data and primary data types through distributing questionnaires using a Likert scale. The sample in this research distributrd to 100 people with non-probability sampling technique, namely accidental sampling. The method used in this research is multiple linear regression analysis. The results showed that in the simultaneous test results (f test) it was found that the independent variables of reliability, assurance, empathy, responsiveness, and Tangible simultaneously had a positive and significant affect on customer satisfaction and for the partial test results (t test) it is found that the variables of reliability, responsiveness, and assurance have a positive and significant affect on customer satisfaction, respectively At the same time, the variables of empathy and tangible partially are not having a positive and significant affect on customer satisfaction.. The result of the Customer Satisfaction Index (CSI) score of service quality is 68.25%. The implementation strategy uses important performance analysis (IPA), the strategy is a) Make continuous improvements so that performance attributes increase b) Maintaining so that the performance does not decrease c) This quadrant must be seriously managed because it usually causes customer disappointment d) Evaluate all excessive activities.
Co-Authors Abdul Hamid ABDUL ROHMAN Abdul Wadud, Abdul Abdurrozaq, Riyan Abian Nurdiansyah, Muhammad Ade Budi Setiawan Adhitia Maulana Agtariza Wulanda Suci Padi Ahmad Rifans Maulana Akhsan, Muhammad Alfahri, Hasanudin ALFIN ADAM Alycia, Chantika Putri Amelia Kartini5 Andi Hardiansyah Andika Haikal Fikri Andika, Adi Anjani, Evi Tri Anne Kurniawati Arifin, MA Ashfiyah, Shofy Assegaf, Said Riziq Aulia Puspa Ayu Ayu Amalia Putri Ayun, Mutiara Qurota Aziz, Ayi Jamaludin Azmi, Muhamad Chandra Ayu Pramestidewi Cucu Ratnasih Damar Sandi, Rafly Dava Delistiana Putri Dede Sutisna Dedeh Widarsih Dena Oktaviani Desi Desi Dian Hermawan Diana Adi Rahmasari Digan Zahroh Fadhilah Dimas Sanjaya Dina Marlina, Dina Dinda Amalia Dony Ferry Anggoro Dwi Gemina Dwi Noven Nugroho Edy Priyono Edy Priyono Elma Erni Yuningsih Evi Tri Anjani Fadhilah, Digan Zahroh Fadhiya, Kamila Fadillah, Muhammad Fajar Fahrizal Amri Fairuz, Rozaan Farida Akbarina Fatimah Azzahra Fe, Didi Feby Anugrah Wati Fikri, Jihad Fina Aprilia Firdaus, M Padil Fitriyani , Elma Fitriyani, Amanda Florensia, Nadya Reza Frans Sudirjo Frawitazian, Nadilla Gojali, Andreas Gotfridus Goris Seran Haikal Fikri, Andika Halimatussadiah, Siti Hanifi, Widia Alma Hanipah, Imanda Haryadi, Mohammad Mursidi Hendra Saputra I Nyoman Tri Sutaguna Ibnu Athoillah Al Faqih Ibrahim, Zahra Azkia Ikhwan Zaenudin Ilham, Saepul Indra Cahya Kusuma Indra Indra Ipaludin, Muhamad Isfan Fajar Hawari ISMARTAYA Ismartaya ISMARTAYA Ismartaya Ismartaya, Ismartaya Istiyanah, Istiyanah Jailani, M. Rachmat Janita, Arsya Putri Jaya, M. Prima Jericho Aditya Vandy Jihad Fikri Karimatun Nisa Karimatun Nisa Kartika ., Kartika Kartini, Tini Khomsah Kamilah Kurnialih Kurniawan Kurniawan Latipah, Ipat Leo Anggara Luqman Hakim Luthfiany, Delia M. Albi Sahal Ma'hadi M. Prima Jaya M. Rachmat Jailani M. Zainil Muhsin MA Arifin Maelani, Siti Magdalena Melani, Maria Maharani, Rulistya Malik, Aqsal Maulana Manik, Tuti Khoiriyah Maranti Afifah Maria Magdalena Melani Marwah Eka Putri Maulana, Lucky Hikmat Maulida, Wildan Uyunina Mida Yumaidila MOCHAMMAD REZA Moh. Heriski Ramadan Mubarok, Faisal Husni Muhamad Abdul Azis Muhammad Akhsan Muhammad Ikbal Riyadi Muhammad Luthfi MUHAMMAD YUSUF Muhsin, M Zainil Muhsin, M. Zainil Muhzan Fahrosi Mulyantoro, Anto Musa Mulyadi Nadia Putri Nani Wijaya Nazwa Awlia Maulana Neng Erni Fitriani Ningsih, Desi Fitria Nisa, Karimatun NOERMANSYAH, REZA Nugroho, Hendra Wahyu Nurajriah, Siti Nuria Fitri Ramadani Nurpratomo, Ari Oci Sulastri Sipayung Oktafiani, Restu Palahudin Palahudin Palahudin Palahudin Pra Gemini Pra Gemini Praditya, Andita Putri Patricia Sihotang Putri Utami Putri Utami, Putri Qoditul Asrof Ramadoni Rafly Damar Sandi Rahayu, Nuratih Dewi Rahmat Budi Hidayat ramadhani ramadhani Ramadhanti, Alicia Nurfitriani Ramadoni, Qoditul Asrof Ramdani Haryadi Irzan Ramdani, Shifa Aulia Rasyifa, Chika Resti Amelia Resti Rohayati Restu Oktafiani Restu Purwaningtyas Restu, Faqih Maulana Rian Permana Riansyah Ricken Fillany Rihadatul Aisy, Zahro Rimadini, Amalia Riny Kusumawati Riva Aryani Putri Rizal Habibi Rizaldi Darmawan Rizky Titis Agustianto Rohmat Rulistya Maharani Rusmawan, Regita Saepul Jamaludin Salbiah, Rahma Siti Sari, Selvina Desfa Sastrawan, Berry Shabila Wenintias, Siti Simaludin Andiyansyah SINDI KRISNANDARI Siska Wahyuningsih Siti Inayatun Sabilla Siti Julaiha Siti Maelani Siti mutmainnah Siti Nurhasanah Siti Rahma Sawalia Nabila Sobarudin, Muhamad Fahmi Sri Harini Sri Harini Sri Harini Suci Nuralita Sudarijati Sudarijati Sudarijati Sudarijati Sudarijati Sumirat, Nur Cahya Suprayogi, Hindrawan Suryani, Danu Tika Febriyanti Tini Kartini Tini Kartini Titiek Tjahja Andari Titiek Tjahya Andari Titiek Tjahya Andari Titis Agustianto, Rizky Tun Susdiyanti Violita Eka Lestari Vivih Rahmayanti Wahono, Puji Wahyuni Diandra Maharani Wardhana, Adhitya Ikhsani Wawi Wawi Wawi, Wawi Widia Aulia Rahmah Wulan Sari, Vanny Wulanda Suci Padi, Agtariza Yogi Rizki Nugraha, Sinta Sundari Yulianingsih Yulianingsih Yulianingsih Yulianingsih, Yulianingsih Yumaidila, Mida Yuni Yuningsih Zaenudin, Ikhwan Zidan, Muhamad