D-4 Administrasi Bisnis Terapan

Permanent URI for this collectionhttps://repository.polibatam.ac.id/handle/123456789/68

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Subject: search.filters.subject.Customer Satisfaction

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  • Repository Politeknik Negeri Batam
    Item
    Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan di PT JNE Cabang Greenland
    (Politeknik Negeri Batam, 2017-08-25) Nusa, Andhika Pandu; Irawati, Rusda
    This study aims to determine the effect of service quality such as the influence of tangible, reliability, responsive, assurance and empathy to the satisfaction of the community, especially the city of Batam using the delivery service. The data analytical technique used in this research is multiple regression analysis with 86 respondents as determined by using unknown population formula or Lemeshow and with nonprobability sampling technique. The results of the study explained that the quality of services provided indirectly can affect consumer satisfaction in using the service products. These results illustrate that customer satisfaction will increase when the quality of services provided in accordance with the expected by consumers.
  • Repository Politeknik Negeri Batam
    Item
    Analisis Kepuasan Pelanggan Terhadap Kualitas Layanan Ojek Online (Wakjek) di Kota Batam
    (Politeknik Negeri Batam, 2017-08-22) Saputra, Yovan S.; Hati, Shinta Wahyu
    This study aims to measure the level of customer satisfaction with the quality of their online service (Wakjek) in Batam city. Primary data obtained by spreading the questionnaires to consumers using Random Sampling techniques with the total sample as many as 100 respondents. The data were analyzed using descriptive statistics. Consumer satisfaction against the dimensions of quality are described on the diagram of the Importance-Performance Analysis (IPA). IPA charts indicate that service dimension items scattered on the four quadrants, namely 15 items on A quadrant which is a top priority, 7 items in quadrant B that should be preserved, the next 7 items in quadrant C which is a low priority, as well as 12 items in quadrant D is an item that is considered less important. Research results exposed that the satisfaction of services provided by taxi online Wakjek has showed the good results it can be seen from the level of conformity that is indicated by the variable Y i.e. satisfaction service. On the attributes of the performance of the average value of the variable Y indicates the number of attributes exist while 4.77 hopes the average value of the variable Y shows numbers 3.62. This means that service satisfaction felt by customers of their online Wakjek have been able to meet the expectations of their customers online Wakjek itself but there are still some items that must be repaired.
  • Repository Politeknik Negeri Batam
    Item
    Pengaruh Kualitas Pelayanan Akademik Terhadap Kepuasan Mahasiswa Di Politeknik Negeri Batam
    (Politeknik Negeri Batam, 2015-06-26) Mariska, Lidya; Hati, Shinta Wahyu
    One common problem which is often faced by companies is customer dissatisfaction primarily when it deals with service quality. Therefore, it is not uncommon for many companies to investigate customer satisfaction with quality of services applied for their organizations. This study is expected to determine the influence of the dimensions of quality of service which include reliability, responsiveness, assurance, empathy, and tangible to Batam Polytechnic student satisfaction. The method used in this research is quantitative approach with explanatory research. Data analysis technique employs multiple linear analysis. Population in this research is the students of Multimedia and Networking Techniques who started their academic year in 2014, 2013, 2012 at Batam Polytechnic. The sample used in this study was 100 respondents. The sampling technique is purposive s The results of this study show that hypothesis 1 variable reliability, hypothesis 2 responsivenss variable, hypothesis 3 variables assurance, empathy hypothesis 4 variable, hypothesis 5 tangible variable, indicate signifant value which is smaller than = 0.05 and is proven by F -calculate> F - table. The results show that Ho is refuted and Ha is supported. It can be said that partial variable quality of service that include reliability, responsiveness, assurance, empathy, and tangible has a positive and significant impact on student satisfaction. Simultaneous test results that have been done show that empathy and tangible variables have a dominant influence on student satisfaction.