scholarly journals Service Quality Pada Koperasi PT. PLN (Persero) Wilayah Sumatera Barat (Factor Analysis)

2019 ◽  
Vol 9 (2) ◽  
pp. 162
Author(s):  
Dessi Susanti
Keyword(s):  
Service Quality ◽  
Exploratory Study ◽  
Dominant Factor ◽  
Personal Factor ◽  
Reliability Factor ◽  
A Value ◽  
Analysis Technique ◽  
West Sumatra ◽  
Study Population ◽  
Assurance Factor

The purpose of this study were 1) to determine the factors that influence service quality on cooperative PT. PLN (Persero) Region West Sumatra, (2) to determine dominant factor influencing service quality on cooperative PT. PLN. This research is an exploratory study. The study population was cooperative members which amounted to 393 people. and technique sampling which numbered 80 people. The data analysis technique used is the analysis of factors. The results showed, namely (1) the assurance factor with a value of eigenvalues of 7324, (2) the reliability factor with a value of eigenvalues of 4855, (3) The responsiveness factor with the value of eigenvalues of 1,727, (4) personal factor with eigenvalues value amounted to 1,294, (5) the empathy factor with eigenvalues value of 1,081, and, 6) the tangibles factor with eigenvalues value of 1,039. In generally the service quality can be categorized as good, because the value of eigenvalues formed above 1. The author suggests to further improve assurance factor for the most dominant factor influencing service quality on cooperative PT. PLN. reliability factor, responsiveness factor, tangibles factor, personal factor and empathy factor also need to be considered, because these factors also affect the service quality on cooperative PT. PLN (Persero) Region West Sumatra.

PENGARUH KUALITAS LAYANAN DAN NILAI PELANGGAN TERHADAP KEPUASAN PELANGGAN TOKO SERBA ADA MATAHARI DI PONDOK GEDE PLAZA KOTA BEKASI

2017 ◽  
Vol 5 (3) ◽  
Author(s):  
Drs. Iwan Kurniawan Subagja, SE., MM. ◽  
Adista Fitriani
Keyword(s):  
Regression Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Value ◽  
Research Study ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Analysis Technique ◽  
Study Population

Business competition is currently increasingly stringent requires that marketers develop marketing strategy that is telling. Companies that win business competition can solidify the company's position to survive in the future. This research study aims to analyze the effect of service quality and customer value on customer satisfaction of Multipurpose Shop Matahari in Pondok Gede Plaza simultaneously and partially. The study population is all customers of multipurpose store Matahari. This research uses multiple linear regression analysis technique, with survey data and questionnaire to 130 respondents. The results of this study indicate that the quality of service and customer value positively and significantly affect the customer satisfaction, service quality and customer value positively and partially significant to customer satisfaction.

scholarly journals ANALISIS KUALITAS PELAYANAN DENGAN MENGGUNAKAN METODE FUZZY-SERVQUAL PADA KANTOR POS PUSAT KOTA PADANG

Jurnal Ecogen ◽  
2019 ◽  
Vol 2 (1) ◽  
pp. 18
Author(s):  
Widia Afriyuni ◽  
Rahmiati Rahmiati ◽  
Muthia Roza Linda
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Sampling Technique ◽  
Total Sample ◽  
Primary Data ◽  
Post Office ◽  
City Center ◽  
A Value ◽  
Analysis Technique

This study aims to analyze: (1) The level of customer satisfaction with the quality provided by the Padang City Center Post Office (2) Service attributes that need to be improved in service quality at the Padang City Center Post Office so as to improve customer satisfaction (3) Quality dimensions services that have the greatest influence on customer satisfaction at the Padang City Center Post Office. The population of this research is the Post Office customers with unknown number of respondents. The sampling technique of this study was accidental sampling technique with a total sample of 100 people. The data used is primary data. The data analysis technique uses the fuzzy-servqual method using Microsoft Excel software. The results showed that: (1) The level of consumer satisfaction is low because the overall servqual (gap) value is negative, namely -0.75 (2) There are 17 attributes that need to be improved from the 22 attributes that are tested to improve the quality of service at the Post Office Padang City Center (3) Dimensions of service quality with the biggest gap is the dimension of responsiveness with a value of -1.32.Keywords: Service Quality, fuzzy-servqual, customer satisfaction

scholarly journals KUALITAS PELAYANAN PEMBUATAN PASPOR DI KANTOR IMIGRASI KELAS I KOTA BOGOR

2017 ◽  
Vol 3 (1) ◽  
pp. 41
Author(s):  
Suciani Cahya Bintari ◽  
Nandang S.Zenju ◽  
Irma Purnamasari
Keyword(s):  
Service Quality ◽  
Descriptive Analysis ◽  
Sampling Technique ◽  
The Elderly ◽  
Field Studies ◽  
Five Dimensions ◽  
Analysis Technique ◽  
Timely Completion ◽  
Study Population ◽  
Five Dimension

The purpose of this study is to determine the passport service quality at Class I Immigration Office of Bogor.The theory used in this research is put forward by Parasuraman, Berry and Zeithaml (Ratminto & Septi Winarsih, 2005: 175), which consists of five dimensions of service quality : Tangible, Reliability, Responsiveness, Assurance and Empathy. The method used is descriptive analysis using quantitative approach. Data analysis technique used is the calculation of Weight Mean Score (WMS). Data collection techniques used are literature studies and field studies. The study population consists of 220 respondents consisting of Applicants and Passport Officers. While the sampling technique used is the saturated technique sampling to officers and incidental sampling to the applicants. The samples using Yamane formula so that the samples obtained are 87 respondents.Research result of service quality in making passport at Bogor immigration office is considered to be good, because of the processing of a questionnaire made to the applicant's passport 67 samples obtained is score of 3.67 (in scale of 5), which is included in the “good” category. Nevertheless there are many grievances felt by the applicant. This occurs due to less extent of the lounge to the applicant, the speed of completing the passport, guarantee timely completion of the passport, and the discriminatory treatment which actually is for the elderly, toddlers, pregnant and breastfeeding. Keywords: Service Quality, Five Dimension of Service Quality, Passport.

scholarly journals Consumer Perception of E-Service Quality: From Internet Purchaser and Non-Purchaser Perspectives

1970 ◽  
Vol 25 (2) ◽  
pp. 59-84
Author(s):  
Zhilin Yang ◽  
Minjoon Jun
Keyword(s):  
Service Quality ◽  
Quality Assessment ◽  
Exploratory Study ◽  
Ease Of Use ◽  
Consumer Perception ◽  
Internet Commerce ◽  
Reliability Factor

This exploratory study expands the knowledge concerning service qualitydimensions in the context of Internet commerce, from the differing perspectives oftwo groups: Internet purchasers and Internet non-purchasers. Six primary servicequality dimensions perceived by Internet purchasers were uncovered: reliability, access,ease of use, personalization, security, and credibility while seven dimensionswere discovered for Internet non-purchasers: security, responsiveness, ease of use,reliability, availability, personalization, and access. When examining the relative importanceof each dimension affecting overal1 service quality assessment, the "reliability"factor was found to be the most important dimension for Internet purchaserswhile Internet non-purchasers consider "security" as their most critical concern.

scholarly journals Faktor-Faktor Dominan Kualitas Pelayanan Pramusaji Yang Mempengaruhi Kepuasan Tamu Di Restoran Pondok Bebek, Hotel Arbor Biz

2020 ◽  
Vol 2 (1) ◽  
Author(s):  
Anggun Sari Sasmita ◽  
Nila Sartika Achmadi ◽  
Rafika Hayati
Keyword(s):  
Data Collection ◽  
Service Quality ◽  
Dominant Factor ◽  
Five Dimensions ◽  
Average Value ◽  
The Third ◽  
A Value ◽  
Guest Satisfaction

<div><p><strong><em>ABSTRACT</em></strong></p><p><strong><em> </em></strong></p><p><em>This study describes the dominant factors in the quality of waiter service that affect guest satisfaction at Pondok Bebek Restaurant. Data collection uses a questionnaire that measures the five dimensions of waiter service quality which consists of tangibles, reliability, responsiveness, assurance, and empathy dimensions to 86 duck cottage restaurant guests. Data obtained from the questionnaire results were processed by determining the average value. The results of this study indicate the five variables of guest satisfaction greatly influence the satisfaction of guests in the duck cottage restaurant. Whereas the most dominant factor affecting guest satisfaction in this restaurant is Responsiveness or responsiveness with a value of 992. The results of the first indicator which is providing information about food promos are at a score of 329, the second indicator is an explanation of the menu at a score of 336, the third indicator is employees able to answer questions about restaurants is at a score of 327.</em></p><p><strong><em>Keywords</em></strong><em>: Restaurant, Service quality, Guest satisfaction.</em></p><p> </p><p><strong>ABSTRAK</strong></p><p><strong> </strong></p><p>Penelitian ini menguraikan faktor dominan kualitas pelayanan pramusaji yang mempengaruhi kepuasan tamu pada Restoran Pondok Bebek. Pengumpulan data menggunakan angket yang mengukur dengan lima dimensi kualitas pelayanan pramusajiyang terdiri atas dimensi tangibles, reliability, responsiveness, assurance, dan empathy kepada 86 tamu restoran pondok bebek. Data yang didapatkan dari hasil angket diolah dengan menentukan nilai rata-rata.. Hasil dari penelitian ini menunjukkan kelima variabel kepuasan tamu sangat berpengaruh terhadap kepuasan tamu di restoran pondok bebek. Sedangkan faktor yang berpengaruh paling dominan terhadap kepuasan tamu di restoran ini adalah Responsiveness atau daya tanggap dengan nilai 992. Hasil indikator pertama yaitu memberikan informasi mengenai promo makanan berada pada skor 329, indikator kedua yaitu penjelasan mengenai menu berada pada skor 336, indikator ketiga yaitu karyawan mampu menjawab pertanyaan mengenai restoran berada pada skor 327.</p><p><strong>Kata kunci</strong>: Restoran, Kualitas pelayanan, Kepuasan tamu</p></div>

scholarly journals Consumer Perception of E-Service Quality: From Internet Purchaser and Non-Purchaser Perspectives

1970 ◽  
Vol 19 (1) ◽  
pp. 19-42
Author(s):  
Zhilin Yang ◽  
Minjoon Jun
Keyword(s):  
Service Quality ◽  
Quality Assessment ◽  
Exploratory Study ◽  
Ease Of Use ◽  
Consumer Perception ◽  
Relative Importance ◽  
Internet Commerce ◽  
Reliability Factor ◽  
Quality Dimensions

This exploratory study expands the knowledge concerning service qualitydimensions in the context of Internet commerce, from the differing perspectivesof two groups: Internet purchasers and Internet non-purchasers. Six primaryservice quality dimensions perceived by Internet purchasers were uncovered:reliability, access, ease of use, personalization, security, and credibility whileseven dimensions were discovered for Internet non-purchasers: security, responsiveness,ease of use, reliability, availability, personalization, and access.When examining the relative importance of each dimension affecting overallservice quality assessment, the "reliability" factor was found to be the mostimportant dimension for Internet purchasers while Internet non-purchasersconsider "security" as their most critical concern.

scholarly journals PERSEPSI MAHASISWA TERHADAP KATERING RUMAHAN DI KOPELMA DARUSSALAM KOTA BANDA ACEH

2017 ◽  
Vol 2 (1) ◽  
pp. 39-46
Author(s):  
Intan Maqfirah ◽  
T. Makmur ◽  
Suyanti Kasimin
Keyword(s):  
Service Quality ◽  
Food Consumption ◽  
Random Sampling ◽  
Student Perception ◽  
Simple Random Sampling ◽  
A Value ◽  
Study Population ◽  
Practical Life ◽  
Banda Aceh

Abstrak. Kebutuhan akan kehidupan yang praktis pada saat ini semakin lama semakin meningkat seperti terlihat pada kebutuhan konsumsi makanan terutama pada golongan mahasiswa. Namun  persepsi mahasiswa terhadap pelayanan suatu katering merupakan penilaian menyeluruh atas keunggulan suatu jasa katering yang diukur berdasarkan kualitas, harga, cita rasa dan kebersihannya. Penelitian ini dilakukan di Kopelma Darussalam Kota Banda Aceh dengan tujuan untuk mengetahui bagaimana persepsi mahasiswa terhadap kondisi katering yang terdiri dari kualitas pelayanan, harga, cita rasa, dan kebersihan dan untuk mengetahui nilai yang paling dominan diantara empat variable kondisi katering. Populasi penelitian ini adalah mahasiswa yang berlangganan catering rumahan di Kopelma Darussalam Kota Banda Aceh dengan menggunakan metode simple  random  sampling. Dari hasil penelitian didapatkan bahwa persepsi mahasiswa baik terhadap usaha catering dengan nilai 4,25 dengan factor harga murah dan terjangkau yang memiliki nilai preferensi paling tinggi 4,47.Kata Kunci: Persepsi Mahasiswa, Katering RumahanAbstract. The need for the practical life at this time progressively increasing as seen in food consumption needs, especially in the group of students. but the students' perceptions of service of a caterer is a thorough assessment of the benefits of a catering service is measured by the quality, price, taste and cleanliness. This study was conducted in Kopelma Darussalam city of Banda Aceh in order to determine how students' perceptions of conditions consisting of a catering service quality, price, taste, and hygiene and to determine the most dominant value among the four variables catering condition. The study population is students who subscribe catering home in Kopelma Darussalam city of Banda Aceh using simple random sampling. The result showed that the students' perceptions both of the catering business with a value of 4.25with cheap and affordable price factor that has the highest preference value of 4.47.Keywords: Student Perception, Catering Home

scholarly journals ANALISIS TINGKAT KUALITAS PELAYANAN JASA TV KABEL DAN INTERNET PADA PT. MALANG MULTIMEDIA MANDIRI

2019 ◽  
Vol 1 (1) ◽  
pp. 34
Author(s):  
Roni Angger Aditama
Keyword(s):  
Service Quality ◽  
Service Providers ◽  
Services Quality ◽  
Level Of Service ◽  
Distribution Analysis ◽  
Internet Service ◽  
Reliability Factor ◽  
Validation Test ◽  
Spss Software ◽  
Assurance Factor

In this globalization era, the development of information technologcy and communication have raised too, and become an important need by the society. It was becoming a trigger of high competition between cable television and internet service providers. Several ways are done for improving the service quality toward customers. The dimension of services quality are such as tangibles factor, reliability factor, responsiveness factor, assurance factor, and empathy factor. To measure the level of service quality, this research was done in PT. Malang Multimedia Mandiri by taking 100 respondents. Questionnaire was used to collect data and analyzed by descriptive quantitative method. The result of validation test state that the whole attributes are valid by r count > r table that is more than 0.195. By using reliability test stated that the result was reliable with the score of cronbach’s alpha > 0.60. Then,continue with frequency distribution analysis by using IBM SPSS Software version 25 and the result shows that the service quality are good.

scholarly journals FAKTOR-FAKTOR YANG MEMPENGARUHI MOTIVASI KERJA KARYAWAN PADA PT. PP LONDON SUMATRA INDONESIA, TBK MEDAN

2017 ◽  
pp. 55-71
Author(s):  
Ariston Surbakti ◽  
Anita P Tinambunan
Keyword(s):  
High Performance ◽  
Employee Motivation ◽  
Dominant Factor ◽  
Factors Influencing ◽  
Analysis Technique ◽  
Source Line ◽  
The Status ◽  
Slope Factor ◽  
Study Population ◽  
Dominant Influence

The purpose of this study to determine the most dominant factor influencing employee motivation at PT. PP London Sumatra Indonesia Tbk Medan. The study population was all employees of PT. PP London Sumatra Indonesia Tbk Medan, which amounts to 220 people. Samples were taken as many as 69 people with stratified random sampling method. Required data collected through questionnaires. The data analysis technique used is the factor analysis. From the discussion Figures KMO Measure of Sampling Adeguacy (MSA) of 0.895 is above 0.50, with a significance of 0.000, then the variable deserves to be analyzed further. Scree plot showed a graph, where the first factor to factor 2 (component source line number = 1 to 2), the direction of the line declined sharply. Then from number 2 to number 4, the direction of the line is decreased with the smaller slope. Factor of four to twenty already under the number of the Y axis (eigenvalues). This indicates that the four factors most flattering to summarize the twentieth factors influencing employee motivation at PT. PP London Sumatra Indonesia Tbk Medan. The dominant factors influencing employee motivation at PT. PP London Sumatra Indonesia Tbk Medan is an award for his achievements with 0.830 correlation value, the status of the correlation values 0.808, 0.806 correlation value incentives and personal maturity with a correlation value of 0.804. Of the four factors, the most dominant influence employee motivation is reward high performance

scholarly journals MENGUKUR KEPUASAN PASIEN RUMAH SAKIT ISLAM SITI RAHMAH PADANG ATAS KUALITAS PELAYANAN INSTALASI FARMASI DENGAN MENGGUNAKAN METODE IMPORTANCE PERFORMANCE ANALYSIS

Jurnal Ecogen ◽  
2019 ◽  
Vol 2 (1) ◽  
pp. 11
Author(s):  
Deta Aulia ◽  
Rahmiati Rahmiati ◽  
Gesit Tabrani
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Sampling Technique ◽  
Total Sample ◽  
Primary Data ◽  
Analysis Method ◽  
Analysis Technique ◽  
Study Population

This study aims to analyze and find out: (1) The service quality of pharmaceutical installations provided by RSI Siti Rahmah Padang is in accordance with patient expectations using the Importance Performance Analysis method (2) Service attributes that need to be prioritized to improve the quality of pharmacy installation services to patients in Siti Rahmah Padang Hospital using the Cartesian diagram. The study population was all visitors or patients who visited to get treatment at a pharmacy pharmacy installation. The sampling technique of this study was to use the accidental sampling method with a total sample of 100 people.The data used is primary data. The data analysis technique uses the Importance Performance Analysis method using Microsoft Excel software. The results showed that: (1) There are 1 service attribute that have a positive gap that is able to meet customer satisfaction (2) There are 3 service attributes that are the top priority for immediate improvement (3) Factors to improve the quality of pharmaceutical services caused by human factors , material, method, and environment.Keywords: Service Quality, Importance Performance Analysis, customer satisfaction, fishbone 

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