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All Journal Jurnal Riset Manajemen dan Ekonomi Journal of Management Specialists
Enda Surbakti
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education

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Pengaruh Kualitas Pelayanan dan Inovasi Layanan terhadap Kepuasan Pelanggan PT PLN Feriansyah Manik; Enda Surbakti; Mardhiatul Husna; Indra Siregar; Jamardua Haro
JURNAL RISET MANAJEMEN DAN EKONOMI (JRIME) Vol. 2 No. 4 (2024): Oktober : JURNAL RISET MANAJEMEN DAN EKONOMI
Publisher : Institut Teknologi dan Bisnis (ITB) Semarang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54066/jrime-itb.v2i4.2481

Abstract

Currently, competition is increasingly fierce, especially in service-oriented companies, which are becoming more competitive with numerous firms offering services to the public with varying characteristics. Companies that aim to survive and grow must provide the best quality of service to achieve customer satisfaction. This is in line with service quality theory, which states that a company deemed to be of high quality meets consumer expectations and even exceeds them.This study aims to analyze the influence of service quality and service innovation on customer satisfaction at PT. PLN (Persero) in Kabupaten Pakpak Bharat, specifically in the village of Penaggalen Binanga Boang. The research adopts a quantitative approach, utilizing a saturated sampling method with 98 respondents who are customers of PT PLN (Persero) in Kabupaten Pakpak Bharat, residing in the village of Penaggalen Binanga Boang. Data were collected through online questionnaires and analyzed using SPSS with multiple linear regression analysis.The results indicate that service quality partially and significantly influences customer satisfaction at PT PLN (Persero) in Kabupaten Pakpak Bharat (case study in the village of Penaggalen Binanga Boang). Similarly, service innovation also partially and significantly affects customer satisfaction at PT PLN (Persero) in Kabupaten Pakpak Bharat (case study in the village of Penaggalen Binanga Boang). Both service quality and service innovation together have a positive and significant influence on customer satisfaction, with an F-value of 35.261 exceeding the critical F-value of 3.092. The significance value of 0.000 is less than the significance level of 0.05 (0.000 < 0.05), leading to the rejection of the null hypothesis (H0) and acceptance of the alternative hypothesis (H1).
Pengaruh Harga dan Kualitas Layanan terhadap Kepuasan Pelanggan Jasa Transportasi Online Grab Gebril Ketrina Tarigan; Agus Edi Rangkuti; Martolop Sinambela; Safaruddin Safaruddin; Enda Surbakti
JURNAL RISET MANAJEMEN DAN EKONOMI (JRIME) Vol. 2 No. 4 (2024): Oktober : JURNAL RISET MANAJEMEN DAN EKONOMI
Publisher : Institut Teknologi dan Bisnis (ITB) Semarang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54066/jrime-itb.v2i4.2483

Abstract

Medan City, as one of the centers of economic and population growth which is experiencing significant disruption in population and urban activities, along with the increasing population in Medan City, one of the problems often faced by users of transportation facilities is traffic jams. Motorbike taxis are the community's choice of solution to minimize traffic jams and save time. One of them is the online motorcycle taxi provider company, namely Grab. The large number of companies offering a variety of similar products at lower prices creates tough competition to increase sales. Therefore, improving product quality is something that must be done in order to increase customer satisfaction. This research aims to determine and analyze the influence of price and service quality on customer satisfaction with Grab's online transportation services. This research method is quantitative with a descriptive research type which includes validity testing, reliability testing, classical assumption testing, hypothesis testing (t test, f test, and coefficient of determination R2). The data analysis technique used in this research is multiple linear regression analysis using SPSS version 25 with a total of 100 respondents obtained from the lameshow formula. The data collection technique in this research is distributing questionnaires and literature study. Based on the research results, price (X1) and service quality (X2) simultaneously have a positive and significant effect on customer satisfaction (Y). The research results show that the price variable has an influence on the Grab customer satisfaction variable in the city of Medan with a tcount value of 5.303 > ttable 1.985 and the Service Quality variable also influences Grab customer satisfaction with a tcount value of 4.520 > ttable 1.985 with a significance level of 0.000 < 0.05. The price and service quality variables influence the Grab customer satisfaction variable in the city of Medan simultaneously with an F Calculated Test value of 85.337 with a significance level of 0.000. The results of the research coefficient of determination (R2) show that price and service quality are able to explain an influence of 63.0%. on customer satisfaction variables. Meanwhile, the remaining 37.0% is influenced by variables not examined in this research.
Pengaruh Potongan Harga, Kualitas Pelayanan dan Penanganan Komplain terhadap Kepuasan Pelanggan Pengguna Gojek Sindi Emya Br Ginting; Harris P Nasution; Erwinsyah Simanungkalit; Indra Siregar; Enda Surbakti
JURNAL RISET MANAJEMEN DAN EKONOMI (JRIME) Vol. 2 No. 4 (2024): Oktober : JURNAL RISET MANAJEMEN DAN EKONOMI
Publisher : Institut Teknologi dan Bisnis (ITB) Semarang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54066/jrime-itb.v2i4.2506

Abstract

Customer satisfaction is the hope of a customer who believes or predicts what the customer will receive, whether expressed verbally or non-verbally. Customers who obtain satisfaction are determined from repurchasing products or services. Customer satisfaction can be met by price discounts, service quality and complaint handling. The aim of this research is to determine and analyze the influence of price discounts, service quality and complaint handling on customer satisfaction of Gojek users. The population used in this research were students majoring in Business Administration, Medan State Polytechnic. The number of respondents consisted of 96 people, with the determination of sample size using the Lemeshow formula. The results of the t test (partial test) for the price discount variable on customer satisfaction (Y) obtained a calculated of 2,843 > 1,986 with a significance level of 0,006 < 0,05 and a positive regression coefficient of 0,350. This means that the price discount has a positive and significant effect on customer satisfaction (Y). The results of the t test (partial test) for the service quality variable on customer satisfaction (Y) obtained a calculated of 2,955 > 1,986 with a significance level of 0.004 < 0.05 and a positive regression coefficient of 0.208. This means that service quality has a positive and significant effect on customer satisfaction (Y). The results of the t test (partial test) for the complaint handling variable on customer satisfaction (Y) obtained a calculated of 4,116 > 1,986 with a significance level of 0.000 < 0.05 and a positive regression coefficient of 0,332. This means that complaint handling has a positive and significant effect on customer satisfaction (Y). The results of the F test (simultaneous test) are a calculated of 61,481 > 2,70 with a significance level of 0.000 < 0.05, which indicates that the F value obtained is significant. This means that there is a variable influence of price discounts, service quality and complaint handling on customer satisfaction.
Pengaruh Cita Rasa Dan Harga Terhadap Kepuasan Konsumen Mixue Ice Cream & Tea (Studi Kasus Pada Mahasiswa Politeknik Negeri Medan) Lisa Fitria Ningsih; Agus Mariani Saragih; Martolop Sinambela; Safaruddin; Enda Surbakti
Journal of Management Specialists Vol. 2 No. 3 (2024): Journal of Management Specialists
Publisher : Institute of Educational, Research, and Community Service

Show Abstract | Download Original | Original Source | Check in Google Scholar

Abstract

Saat ini industri F&B (Food & Beverage) sedang menjadi tren di Indonesia, hal ini dikarenakan sektor bisnis ini memenuhi kebutuhan pokok manusia dan juga jumlah masyarakat Indonesia yang sangat banyak. Salah satu bisnis F&B yang saat ini berkembang dengan pesat di Indonesia adalah Mixue Ice Cream & Tea, kepopuleran Mixue telah dikenal oleh semua kalangan termasuk mahasiswa karena Mixue selalu memberikan hasil yang dapat meningkatkan kepuasan pelanggannya. Faktor kepuasan konsumen Mixue diduga karena cita rasa dan harganya yang memiliki pengaruh dalam meningkatkan kepuasan konsumen. Tujuan penelitian ini untuk mengetahui pengaruh cita rasa dan harga terhadap kepuasan konsumen Mixue Ice Cream & Tea. Penelitian ini merupakan penelitian asosiatif menggunakan pendekatan kuantitatif dengan metode survey eksplanasi. Populasi dalam penelitian ini adalah mahasiswa Politeknik Negeri Medan. Adapun jumlah responden terdiri dari 100 orang, dengan teknik pengambilan sampel purposive sampling dan penentuan sampel menggunakan rumus lemeshow. Hasil penelitian menunjukkan bahwa cita rasa dan harga berpengaruh positif dan signifikan terhadap Kepuasan Konsumen Mixue Ice Cream & Tea baik secara parsial maupun simultan. Hasil penelitian menunjukkan bahwa variabel cita rasa dan harga mempengaruhi kepuasan konsumen sebesar 71,9%, sedangkan sisanya yaitu 28,1% dipengaruhi oleh variabel lain yang tidak diketahui dalam penelitian ini
Co-Authors Agus Mariani Saragih Feriansyah Manik Gebril Ketrina Tarigan Harris P Nasution Indra Siregar Jamardua Haro Lisa Fitria Ningsih Mardhiatul Husna Martolop Sinambela Rangkuti, Agus Edy RR. Ella Evrita Hestiandari Safaruddin Simanungkalit, Erwinsyah Sindi Emya Br Ginting