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Pengaruh Kualitas Layanan Terhadap Kepuasan Pengunjung Rumah Tahanan Negara (Rutan) Kelas IIB Gresik Putra, Nurendo Imam; Lestari, Damajanti Sri; Liling Listyawati
Journal Of Accounting and Business Volume 3 Nomor 1
Publisher : Business Administration Dept. - Faculty of Social and Political Sciences, Hang Tuah University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30649/jab.v3i1.184

This research aims to determine the influence of service quality on visitor satisfaction at the Class IIB Gresik State Detention Center, both simultaneously and partially and to determine the percentage influence of 5 variables, Reliability, Responsiveness, Assurance. , Empathy (Empathy), Tangibles (Physical Evidence) on visitor satisfaction at the Class IIB Gresik State Detention Center (Rutan). This research is quantitative research with a causal approach. The population in this study were all visitors to the Class IIB Gresik State Detention Center who visited within a period of 1 month, namely in January 2024. The number of samples determined was 100 respondents who had been distributed via a questionnaire via Google form which was distributed by the researcher to the visitors at the time. visitors visit the Class IIB Gresik Detention Center. This research uses a simple random sampling technique to collect respondents and uses the Unknown formula to determine the sample because the population size in this study is unknown. Next, the data was analyzed using instrument tests, classical assumption tests, multiple linear regression tests, F tests, t tests, and simultaneous and partial coefficient of determination tests. The results of the research show that the 5 variables Reliability, Responsiveness, Assurance, Empathy, Tangibles have an influence of 76.1%, both simultaneously and partially, on the satisfaction of home visitors. State Prisoner (Rutan) Class IIB Gresik. and 23.9% was influenced by variables not examined in this study.

The Influence Of Service Quality On Customer Satisfaction At Bank Mandiri Pelindo Place Ricky Arif Candra; Liling Listyawati; Damajanti Sri Lestari
International Journal of Education, Vocational and Social Science Vol. 4 No. 01 (2025): Pebruary,International Journal of Education, Vocational and Social Science( IJ
Publisher : Cita konsultindo

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.63922/ijevss.v4i01.1453

This study aims to analyze the impact of service quality on customer satisfaction at Bank Mandiri Pelindo Place Surabaya. In the context of the increasingly competitive banking sector, service quality becomes a key factor determining customer satisfaction. The methodology used in this research is quantitative with descriptive and associative designs, involving 96 respondents who are customers of Bank Mandiri Pelindo Place Surabaya. Data collection was conducted through questionnaires. The analysis results show a significant positive influence between service quality and customer satisfaction. The F-test results indicate that service quality simultaneously affects customer satisfaction, while the t-test shows a positive partial effect. Thus, the improvement in service quality at Bank Mandiri Pelindo Place Surabaya is likely to enhance customer satisfaction, thereby strengthening customer loyalty and the bank's reputation.

The Impact Of Service Quality And Timeliness On Customer Loyalty In The Goods Delivery Service At J&T Express Sawahan Branch – Surabaya Iqbal Yuniarko; Damajanti Sri Lestari; Liling Listyawati; Priyanto, Priyanto
International Journal of Economics, Business and Innovation Research Vol. 4 No. 01 (2025): International Journal of Economics, Business and Innovation Research( IJEBIR)
Publisher : Cita konsultindo

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This study investigates the impact of service quality and timeliness on customer loyalty in the context of J&T Express services in Surabaya. Employing a quantitative approach and survey method, data were collected from 96 respondents through electronically distributed questionnaires. The analysis included validity and reliability tests, linear regression analysis, and hypothesis testing using t-tests and F-tests. The findings indicate a significant positive influence of service quality and timeliness on customer loyalty. Specifically, service quality was found to play a crucial role in enhancing customer satisfaction, which in turn fosters loyalty. Additionally, the research underscores the need for J&T Express to improve service responsiveness and delivery accuracy to retain existing customers and attract new ones. This study contributes to understanding consumer behaviour in the logistics industry and provides actionable insights for improving service quality in similar service organisations.

The Influence of Product Quality on Customer Satisfaction and Loyalty at Laritta Bakery Shop Dharmahusada Surabaya Utami, Wahyu; Herawati, Andry; Sarwani, Sarwani; Liling Listyawati
International Journal of Economics, Business and Innovation Research Vol. 4 No. 02 (2025): International Journal of Economics, Business and Innovation Research( IJEBIR)
Publisher : Cita konsultindo

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This study aims to analyze the influence of product quality on customer satisfaction and loyalty at Laritta Bakery Shop Dharmahusada Surabaya. The study originates from a research gap that has not specifically explored the dimensions of product quality in shaping customer satisfaction and loyalty in the bakery industry. This research employs a quantitative method with a causal associative approach. The sample consists of 96 respondents selected using Simple Random Sampling. Data were analyzed using descriptive analysis and path analysis. The results show that product quality has a significant influence on customer satisfaction (β = 0.398; t-value = 5.538; p = 0.000) and customer loyalty (β = 0.661; t-value = 10.298; p = 0.000). Customer satisfaction also significantly affects customer loyalty (β = 0.317; t-value = 3.181; p = 0.001), although its impact is smaller compared to product quality. These findings highlight the importance of improving product quality, particularly in terms of reliability, aesthetics, and durability, to enhance customer satisfaction and loyalty. This study provides strategic contributions for Laritta Bakery in increasing competitiveness and retaining customers.

The Influence Of Price And Airline Brand Image On Airplane Ticket Purchase Decisions At PT Arimbi Jaya Tour And Travel Agus Widodo; Liling Listyawati; Moch Arfani; Damajanti Sri Lestari
International Journal of Economics, Business and Innovation Research Vol. 4 No. 02 (2025): International Journal of Economics, Business and Innovation Research( IJEBIR)
Publisher : Cita konsultindo

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The rapid advancement of digital technology has significantly transformed the marketing landscape, especially in the aviation industry. This study investigates the influence of price and brand image on the decision to purchase airline tickets at PT Arimbi Jaya Tours and Travel. Utilizing quantitative research methods, data were collected through electronic questionnaires distributed via Google Forms. The findings indicate that price and Brand Image play a crucial role in shaping consumer decisions, as customers are increasingly attracted to competitive prices and strong brand identities. This study highlights the importance of effective marketing strategies in enhancing customer satisfaction and loyalty in a highly competitive environment, especially post-pandemic when travel demand has rebounded.

Pengaruh Kualitas Layanan Terhadap Kepuasan Pengunjung Rumah Tahanan Negara (Rutan) Kelas IIB Gresik Putra, Nurendo Imam; Lestari, Damajanti Sri; Liling Listyawati
Journal Of Accounting and Business Volume 3 Nomor 1
Publisher : Business Administration Dept. - Faculty of Social and Political Sciences, Hang Tuah University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30649/jab.v3i1.184

This research aims to determine the influence of service quality on visitor satisfaction at the Class IIB Gresik State Detention Center, both simultaneously and partially and to determine the percentage influence of 5 variables, Reliability, Responsiveness, Assurance. , Empathy (Empathy), Tangibles (Physical Evidence) on visitor satisfaction at the Class IIB Gresik State Detention Center (Rutan). This research is quantitative research with a causal approach. The population in this study were all visitors to the Class IIB Gresik State Detention Center who visited within a period of 1 month, namely in January 2024. The number of samples determined was 100 respondents who had been distributed via a questionnaire via Google form which was distributed by the researcher to the visitors at the time. visitors visit the Class IIB Gresik Detention Center. This research uses a simple random sampling technique to collect respondents and uses the Unknown formula to determine the sample because the population size in this study is unknown. Next, the data was analyzed using instrument tests, classical assumption tests, multiple linear regression tests, F tests, t tests, and simultaneous and partial coefficient of determination tests. The results of the research show that the 5 variables Reliability, Responsiveness, Assurance, Empathy, Tangibles have an influence of 76.1%, both simultaneously and partially, on the satisfaction of home visitors. State Prisoner (Rutan) Class IIB Gresik. and 23.9% was influenced by variables not examined in this study.

Visitor Growth Strategies: Evaluating the Effectiveness of Tourism Marketing at Kebun Raya Mangrove Surabaya Galuh Ajeng Ayuningtiyas; Muhammad Khairul Anwar; Dian Ferriswara; Liling Listyawati; Damajanti Sri Lestari
An International Journal Tourism and Community Review Vol. 2 No. 2 (2025): June : An International Journal Tourism and Community Review
Publisher : Akademi Kesejahteraan Sosial Ibu Kartini Semarang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.69697/tourcom.v2i2.281

Kebun Raya Mangrove (KRM) Surabaya is the first thematic botanical garden in Indonesia that focuses specifically on the mangrove ecosystem. It serves multiple functions, including conservation, education, research, and recreation. With its ecological uniqueness, KRM has strong potential to develop into a prominent ecotourism destination. However, post-pandemic conditions have seen a significant decline in visitor numbers, indicating the urgent need for more effective and targeted marketing strategies. This study aims to identify and evaluate marketing strategies that can enhance tourist interest and increase visitation to KRM Surabaya. The research adopts a descriptive method with a qualitative approach by collecting both primary data (through observations and interviews) and secondary data, which are then analyzed thematically. The findings indicate that KRM is currently facing several critical challenges, including limited accessibility, inadequate digital promotion, and environmental maintenance issues. Existing marketing efforts—such as affordable ticket pricing, minimal promotion via the official social media accounts of the Food Security and Agriculture Service, and limited collaboration with local SMEs—have not successfully expanded KRM’s market reach or visibility. To address these gaps, the study recommends a comprehensive marketing strategy that includes the optimization of digital marketing through official KRM-managed social media channels, strategic partnerships with ecotourism influencers, the organization of thematic events (e.g., mangrove festivals), and the innovation of mangrove-based products that can boost local identity and visitor engagement. By implementing these strategies, KRM is expected to strengthen its destination branding, attract a broader audience, and establish itself as a leading model for sustainable tourism in Surabaya and beyond.

Impact of Digital Marketing, Service Quality, and Product Innovation on Skintific TikTok Shop Consumers Dian Ferriswara; Susi Susanti; Sarwani Sarwani; Liling Listyawati
Studi Administrasi Publik dan ilmu Komunikasi Vol. 2 No. 3 (2025): Agustus : Studi Administrasi Publik dan ilmu Komunikasi
Publisher : Asosiasi Peneliti Dan Pengajar Ilmu Sosial Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62383/studi.v2i3.581

This study explores the influence of digital marketing, service quality, and product innovation on customer satisfaction among Skintific skincare consumers on TikTok Shop. Employing a quantitative, explanatory research design, the study used purposive sampling to collect 200 valid responses from consumers who had purchased Skintific products via TikTok Shop. Data were collected through an online questionnaire and analyzed using multiple linear regression with SPSS, preceded by validity, reliability, and classical assumption tests. The results revealed that product innovation had the most significant impact on customer satisfaction (β = 0.589, p < 0.001), followed by service quality (β = 0.343, p < 0.001). However, digital marketing did not have a significant direct effect on customer satisfaction (β = 0.019, p = 0.746). The model explained 86.9% of the variance in customer satisfaction (R² = 0.869), indicating strong combined effects from the three factors. These findings suggest that post-purchase factors, particularly product innovation and service quality, are more decisive in influencing customer satisfaction than promotional efforts alone. Managerial implications highlight the importance of continuous product development, enhancing service responsiveness and reliability, and integrating digital marketing with value delivery to optimize customer satisfaction. The study contributes to social commerce literature by clarifying the distinct roles of marketing, service quality, and innovation in the context of TikTok Shop, providing both theoretical insights and practical guidance for brand strategy in social commerce platforms. This research adds to the understanding of how businesses can strategically leverage product innovation and service excellence to enhance consumer satisfaction and foster long-term customer loyalty in the competitive social commerce landscape.

The Effect Of Complaint Handling And Service Quality On Customer Satisfaction Of Maju Matan Printing In Surabaya Wahyu Darmawan; Damajanti Sri Lestari; Moch. Arfani; Liling Listyawati
International Journal of Technology and Education Research Vol. 3 No. 03 (2025): July - September, International Journal of Technology and Education Research (
Publisher : International journal of technology and education research

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.63922/ijeter.v3i03.2211

This research is directed to explore how managing customer complaints and the quality of services provided can shape the level of consumer satisfaction at the Maju Mapan Surabaya Printing House. The approach taken is quantitative, with all printing customers being the coverage of the population, then filtered into This study involves 96 individuals who were selected not at random, but through a purposive sampling process according to the criteria that have been determined by the researcher. Data collection was carried out through a Likert scale questionnaire, then processed using multiple linear regression analysis, complete with By applying validity, reliability, and classical assumption tests as the initial gateway for data processing, it was revealed that complaint management reflects a real influence on customer satisfaction, as well as service quality. If both are tested together, the effect remains significant with an Adjusted R² value of 0.601. This means that 60.1% of changes in customer satisfaction are influenced by these two factors, while another 39.9% come from the influence of external factors that are not accommodated in the scope of this study. This conclusion confirms that prompt response to complaints and quality service are strategic keys in maintaining consumer satisfaction in the printing sector.

Analisis Faktor-Faktor Terhadap Keputusan Pengambilan Kredit Usaha Rakyat Pada Debitur Bank Rakyat Indonesia di Kota Surabaya Andry Herawati; Liling Listyawati; Sarwani
SKeTsa Bisnis (e-jurnal) Vol 7 No 1 (2020)
Publisher : Universitas Yudharta Pasuruan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35891/jsb.v7i1.2086

Abstract The research aims to analyze the decision-making process of business loans granted by debtors and to identify the factors that influence their decisions. The method used is a survey using a questionnaire instrument as data collection. The sampling technique is carried out by a systematic random sampling method, obtained from 100 debtors of PT BRI (Persero) Tbk. Brantas Unit Kertajaya Branch, and Surabaya Diponegoro Branch Office. Methods of analysis of descriptive-analytical data and two main boxes. The results showed: 1) the process of a decision of the KUR by the debtor in five stages, namely the identification of the needs (the KUR is used as risk capital, the search for information (the KUR information obtained from (bank interest), alternative valuation (low interest is used as a valuation consideration), credit decision making (choose interest rate) and credit withdrawal (satisfied and recommended to others); 2) internal factors have a stronger influence than external factors, this individual factor illustrates that the debtor takes KUR BRI due to a feeling of need from within the debtor Keywords: Internal Factors, External Factors, KUR Decision Abstrak Penelitian ditujukan untuk menganalisis proses keputusan pengambilan kredit usaha rakyat oleh debitur, dan mengidentifikasi faktor-faktoryang mempengaruhi keputusannya. Metode yang digunakan adalah survei dengan menggunakan instrumen kuesioner sebagai pengumpulan data. Teknik pengambilan sampel dilakukan dengan metode systematic random sampling, didapatkan 100 debitur dari PT BRI (Persero) Tbk. Unit Brantas Cabang Kertajaya, dan Kantor Cabang Diponegoro Surabaya. Metode analisis data analisis deskritptif, dan top two boxes.Hasil penelitian menunjukkan :1) proses pengambilan keputusan KUR oleh debitur melalui lima tahap yaitu Indentifiasi kebutuhan (KUR digunakan sebagai modal usaha, pencarian informasi (informasi KUR didapat dari Bank), evaluasi alternatif (bunga yang rendah dijadikan pertimbangan evaluasi), keputusan pengambilan kredit (memilih tingkat bunga), dan pasca pengambilan kredit (puas dan merekomendasikan ke yang Lain) ; 2) faktor internal memiliki pengaruh lebih kuat daripada faktoreksternal, hal ini Faktor individul menggambarkan bahwa debitur mengambil KUR BRI karena rasa kebutuhan dari dalam diri debitur tersebut.Kata Kunci: Faktor Internal, Faktor Eksternal, Keputusan KUR

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