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All Journal Jurnal Ekonomi Bisnis dan Akuntansi Jurnal Bisnis, Manajemen, dan Akuntansi
Ika Tirta Candra Rini
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Economics, Econometrics & Finance

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Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pada PT. Indah Logistik Cargo Ika Tirta Candra Rini; Nurhadi Nugroho
Jurnal Ekonomi Bisnis dan Akuntansi Vol. 3 No. 2 (2023): Agustus : Jurnal Ekonomi Bisnis dan Akuntansi (JEBAKU)
Publisher : Pusat Riset dan Inovasi Nasional

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55606/jebaku.v3i2.1878

Abstract

This study aims to find out whether there is an Effect of Service Quality on Customer Satisfaction. The population in this study is all customers of PT. Indah Logistics Cargo, of which 60 people were respondents in this study. This research uses primary data obtained by distributing questionnaires. The data analysis method in this research uses multiple linear regression, which is operated through the SPSS 26 program. The results showed that the t test for the service quality variable (X) affects customer satisfaction (Y). This can be seen from the calculation of 16,905 with a significance level of 0.000 < 0.05. Thus the hypothesis (H1) is accepted. For customer satisfaction variable (Y). This can be seen from the calculation of 1,391 with a singnificance rate of 0.000 < 0.05. Thus (Y) is accepted. Based on the F test, it is known that the singnification value is 0.000 or < 0.05. This shows that simultaneously the independent variable of servicequality (X) if applied together has a significant effect on customer satisfaction(Y). Based on the coefficient of determination test (R2), the value of the coefficient of determination in this study was 0.831 or 83.1%. This shows that 83.1% of customer satisfaction is influenced by the independent variables of service quality (X) and customer satisfaction (Y), while the remaining 16.9% is influenced by other variables that are not included in this research model.
Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Dengan Loyalitas Pelanggan Sebagai Variabel Intervening Pada Restoran The Rock Burger Timoho Yogyakarta Selsus Hadirama Lalo; Sherensia Anisa Tudungnaung; Zulfa Azkia; Miranti Eklesia Rumewo; Amor Julio Tinenta; Ika Tirta Candra Rini
Jurnal Bisnis, Manajemen, dan Akuntansi Vol. 13 No. 1 (2026): Jurnal Bisnis, Manajemen, dan Akuntansi (JBMA) - Maret
Publisher : Sekolah Tinggi Ilmu Bisnis Kumala Nusa Yogyakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54131/jbma.v13i1.267

Abstract

Penelitian ini bertujuan untuk menganalisis pengaruh kualitas layanan terhadap kepuasan pelanggan dengan loyalitas pelanggan sebagai variabel intervening di Restoran The Rock Burger Timoho di Yogyakarta. Metode penelitian menggunakan pendekatan kuantitatif dengan teknik purposive sampling pada 61 pelanggan yang telah melakukan transaksi minimal dua kali. Instrumen penelitian berupa kuesioner terstruktur dengan skala Likert yang telah diuji validitas dan reliabilitasnya. Analisis data menggunakan teknik regresi berganda dan analisis jalur untuk menguji hubungan antar variabel. Hasil penelitian menunjukkan bahwa kualitas layanan berpengaruh signifikan terhadap kepuasan pelanggan dengan nilai signifikansi 0,000 (p<0,05). Kepuasan pelanggan juga terbukti berpengaruh signifikan terhadap loyalitas pelanggan dengan nilai signifikansi 0,001 (p<0,05). Hasil analisis jalur mengkonfirmasi bahwa kepuasan pelanggan bertindak sebagai variabel intervening dalam hubungan antara kualitas layanan dan loyalitas pelanggan. Implikasi manajerial menekankan pentingnya peningkatan dimensi kualitas layanan secara konsisten untuk membangun loyalitas jangka panjang.
Co-Authors Amor Julio Tinenta Miranti Eklesia Rumewo Nurhadi Nugroho Selsus Hadirama Lalo Sherensia Anisa Tudungnaung Zulfa Azkia