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and Chew 2006 also supported that by offering the right promotional tools, it can help organizations carefully plan their promotionalstrategies
by giving preference to the more effective tools. It is vital because a specific marketing strategies decision assists the company to minimizecost
and maximize their profit. Hence, this study revealed that promotion is a good marketing tool for survival, sustenance and expansion of business in
theNigerian Telecommunication Industry.
G . Conceptual Of Thinking:
a. understanding customer satisfaction
Customer satisfaction itself is not easily defined. There are various kinds of insights given by experts, According to kotler 2008: 136,
customer satisfaction is a person’s feelings of pleasure or disappointment
that result from comparing a pr doct’s percieved performance or
outcomes to their expectations. according to Kotler also satisfaction is a state of feeling in which someone makes the comparison of the
performance of the products or services received and expected. The level of satisfaction is very subjective which measures the satisfaction of
consumers with other consumers will be different. This is caused by several factors such as age, occupation, income, education, gender, social
status, economic level, cultural, mental attitude and personality. So the level of satisfaction is a function of the difference between perceived
performance to expectations.
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The framework in this study illustrate the relationship of the independent variable in this case is the service quality X1, product
quality x2 and promotion x3 towards customer satisfaction dependent variable Y.
According to what the writer have explained the reasons in previous section, then in this study, the author provide an overview of the
conceptualization of thinking as follows:
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Figure 2.2 Conceptual Thinking
Blue bird Regular Taxi
Customer satisfaction Y
Service quality X1
Product quality X2
Promotion X3
Data Quality Test
Classic assumption
Statistic test
Conclusion and implication
Validity test
Reliability test Normality test
Heteroscedasticity multicollinearity
Autocorrelation T test
F test
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H. Hypotesis
Hypothesis that is used by the authors in this study are: Ho1 : there is no influence between service quality toward customer
satisfaction. Ha1 : there is influence between service quality toward customer
satisfaction. Ho2 : there is no influence between product quality toward customer
satisfaction. Ha2 : there is influence between product quality toward customer
satisfaction. Ho3
: there is no influence between promotion toward customer satisfaction.
Ha3 : there is influence between promotion toward customer satisfaction.
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Chapter III Research Methodology
A.
Scope of The Research
The scope of this study is the analysis of the influence of Service quality Product quality and Promotion toward Customer satisfaction of
product of Blue bird regular taxi. Selection of study sites sampling is done intentionally by the
respondents who deserve to bette object of research and use these products, that is the people as customer of blue bird regular taxi.This is done because
the author assume that the population is on Ciputat not only come from one area but also come from different areas and even abroad.
This search were begun on Middle of March until september and the scope only bule bird regular taxi customers.
B. Determination Sample Methode
1. Population
The population of this study covers the customers of Blue bird regular taxi, The reason why author choose this population because author
wants to know the influence of service quality product quality and promotin are partially or simultaneously influence the customer
satisfaction on the Blue bird regular taxi.
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A population is the aggregate of all the elements that share some common set of charateristics and that comprise the universe for the
purpose of marketing research problem, Maholtra, 2004: 314. Population is the generalization which consists of object and
subject of a certainquantity and characteristics applied by researchers to learn and then drawn the conclusion Population is subject or object which
have certain qualities and characteristics are determined by researcher. Thus, the population is not only people but also objects or other natural
objects. Population also not only quantity, but includes all of characteristics‟s subject or object Sugiyono, 2011:80.
2. Sample
Samples are selected using non probability convenience sampling by means of sampleunits drawn easily be reached anywhere and anytime, is
not troublesome to measure and cooperative Abdul Hamid, 2007: 30. Sample is a subject of the population that should represent that
entire group. Or thesample is a subset of the population, and the sample unit pertains to the basic level ofinvestigation Burns, 2005: 334.
A sample is a member of the selected population using a specific procedure that is expected to represent its population Sugiyono, 2007:57.
Sample is a subgroup of the elements of the population selected forparticipation in the study Maholtra, 2009:373.
According to cooper 2007:204 convenience sampling is non probability sampling where researcher use any radial available individuals
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as participants. In this research use 100 respondents for collectiong data. According Subiyanto, 1997:103 in the development of this study
researchers used a100 questionnaire respondents. Use of these 100 questionnaires with reasons-technical reasons as follows :
a. The total population is not known with certainty Unlimited.
b. The use of probability is not operational in the field, because it will
tend to bias. c.
Analysis of inter-section was not used in the study. d.
Cost and time available did not allow researchers to use probability samplingoperation.
C. Kind of Data and Data Collecting Method
1. Kinds of data
Data collection methods used in this study is as follows:
a. Primary Data
Primary data are orginated by a researcher for the specific purposes of adressing the problem at hand Malhotra, 2004: 102.
Primary data are original data collected by researchers to answer research specifically Istijanto, 2009:44.
b. Secondary Data
Secondary data is data that is not cultivated himself was collected by researchers.Secondary data in this study obtained by the method of
secondary studies of the data obtained from the literature that can be
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obtained from books, scientific journals, the Internet, mass media research reports and principal problems associated with this research..
Secondary data is the result of studies done by others and for different purpose than the one for which the data are being reviewed Donald
cooper, 2006:89. According to Istijanto, 2009:38 secondary data is the data that has
been collected byothers not by their own researchers to other purpose. This means that the researchers simply note, accessing, or requested
them sometimes already just the information to other partiesthat collect in the field. Researchers only use existing data for research. To
be able to obtain a strong foundation and concepts in order to solve existing problems, the researchers conductedthe study of literature by
reading a book and journal literature and the journal that have associated with the thesis theme.
2. Collecting Data Method
Data used in this study are primary data. Primary data is data obtained directly from the source first. Data collection is done by:
1. Questionnaire
Questionnaire is a formalized set of questions for obtaining information for respondents.It has three specific objectives Maholtra,
2009:330. Three specific objectives Maholtra, 2009:330
a. The overriding objective is to translate the researcher’s information
needs into a set of specific questions that respondents are willing
