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All Journal Jurnal Manajemen dan Bisnis Al-Kharaj: Jurnal Ekonomi, Keuangan & Bisnis Syariah
Ummul Azizah
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Agriculture, Biological Sciences & Forestry Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Industrial & Manufacturing Engineering Social Sciences

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Analisis Pengaruh Kualitas Produk dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan Sule Tailor Karawang Ummul Azizah; Sihabudin; Robby Fauji
Al-Kharaj: Jurnal Ekonomi, Keuangan & Bisnis Syariah Vol. 6 No. 9 (2024): Al-Kharaj: Jurnal Ekonomi, Keuangan & Bisnis Syariah
Publisher : Intitut Agama Islam Nasional Laa Roiba Bogor

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47467/alkharaj.v6i9.2464

Abstract

This study aims to evaluate the impact of Product Quality and Service Quality on Customer Satisfaction at Sule Tailor. The evaluation of customer and production data over the last three months indicates a decline, triggering the need for more intensive investigation into the elements contributing to customer satisfaction. In this context, a more comprehensive understanding of marketing management, Product Quality, and Service Quality becomes the focus. This study adopts a descriptive verificative quantitative approach to verify the hypothesis concerning the impact of Product and Service Quality on Customer Satisfaction. The findings of this research show that both product and service quality and consumer satisfaction levels recorded Cronbach’s Alpha values exceeding industry standards, indicating that the measurement tool used has a high level of reliability. Initially, the data distribution was not normal; however, after adjusting for extreme values, the distribution became normal. There was no evidence of excessive correlation between the Product Quality and Service Quality variables. The multiple linear regression analysis results indicate that both Product and Service Quality significantly affect Customer Satisfaction. Based on the coefficient of determination, it can be explained that about 37.5% of the variation in Customer Satisfaction is caused by the Product Quality and Service variables. It was confirmed through testing using the F-test and T-test that there is a significant relationship between Product Quality and Service Quality.
PENGARUH LOYALITAS DAN KOMITMEN TERHADAP PENGHARGAAN NASABAH PADA BANK BJB KCP CIKAMPEK Ummul Azizah; Uus Md Fadli
Journal of Management and Business Vol 6 No 1 (2023): Jurnal Manajemen dan Bisnis
Publisher : Program Studi Manajemen, Fakultas Ekonomi dan Bisnis, Universitas Teknologi Sumbawa

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37673/jmb.v6i1.2804

Abstract

Service procedures in marketing have a very important role for a company. By using a marketing strategy, a company will be able to develop, earn profits, and be able to maximize product sales volume and be able to maintain customer loyalty to the bank. This study aims to determine service procedures in increasing customer loyalty at Bank BJB KCP Cikampek. This study used an implementative descriptive method, namely interviews, observations, and literature or document studies. There are 2 sources of data used, namely primary data and secondary data. Primary data was obtained directly and secondary data was obtained through literature and other references. The results showed that the higher customer satisfaction, the higher customer loyalty. Bank BJB in creating customer loyalty gets the most satisfied answers from the statements of trusted bank employees.
Co-Authors Robby Fauji Sihabudin Uus MD Fadli