scholarly journals PENGARUH RESPONSIBILITAS DAN SIKAP KERJA TERHADAP KUALITAS PELAYANAN DI KELURAHAN TENGAH KECAMATAN CIBINONG KABUPATEN BOGOR

2019 ◽  
Vol 7 (2) ◽  
pp. 123-141
Author(s):  
A. H. Rahadian ◽  
Bambang Rusantono
Keyword(s):  
Quality Of Service ◽  
Positive Influence ◽  
Research Instrument ◽  
Work Attitude ◽  
Multiple Population ◽  
Service Recipient ◽  
Research Service

The problem that made the object of research is the phenomenon of the Quality of Service in Tengah Sub-District at Cibinong District in Bogor Regency is not optimal. The purpose of this study is that analyze the magnitude Influence Responsibility and Work Attitude toward the Quality of Service in Tengah Sub-District at Cibinong District in Bogor Regency.This study uses a quantitative explanatory to saw how much influence X1 and X2 to Y by partial and multiple. Population in this research service recipient in Tengah Sub-District amounted to 1.332 people and sampling by Slovin, the samples are 308 respondents. The research instrument using a Likert scale.Results of the analysis and discussion of the results showed that There is a Significant and Positive Influence of Responsibility toward the Quality of Service in Tengah Sub-District at Cibinong District in Bogor Regency; There is a Significant and Positive Influence of Work Attitude toward the Quality of Service in Tengah Sub-District at Cibinong District in Bogor Regency; and There is a Significant and Positive Influence of Responsibility and Work Attitude together toward the Quality of Service in Tengah Sub-District at Cibinong District in Bogor Regency.

scholarly journals Enhancing Service Quality through Innovation Capabilities and Work Productivity

2020 ◽  
pp. 123-133
Author(s):  
Ipang Sasono ◽  
Dewiana Novitasari
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Manufacturing Industry ◽  
Industrial Revolution ◽  
Work Productivity ◽  
Positive Influence ◽  
Innovation Capability ◽  
Sample Collection ◽  
Significant Positive Influence

This research is the empirical study of one of the manufacturing industries in Tangerang. The main purpose of this research analyses the influence of innovation capability and work productivity towards the service quality of the workers to customers. Sample collection of this research is done by questionnaires with random sampling method spread to all permanent workers in the industry. The total samples that are valid have the amount of 115 samples. Data procession in this research is done by SEM method with a software called SmartPLS 3.0. The result of the study proved that innovation capabilities and work productivity of a worker have a significant positive influence on the quality of service. Likewise, innovation capability has a significant positive influence on work productivity. This research suggests a model improve the quality of service of a manufacturing industry through the improvement of innovation capability and work productivity of the workers. This research could pave the way to improve worker’s and company’s readiness to face the era of industrial revolution 4.0. Keywords: Innovation capability, quality of service, work productivity.

scholarly journals PENGARUH CITRA RUMAH SAKIT DAN KUALITAS PELAYANAN TERHADAP LOYALITAS PASIEN MELALUI KEPUASAN PASIEN (STUDI PADA RUMAH SAKIT UMUM KARDINAH TEGAL)

2019 ◽  
Vol 3 (1) ◽  
Author(s):  
M. Andi Ardiyanto ◽  
Mr. Tabrani
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Positive Influence ◽  
Sem Analysis ◽  
Consumer Loyalty ◽  
Analysis Method ◽  
Collection Method ◽  
Positive Effect

M. Andi Ardiyanto. Influence of Image and Quality of Service To Consumer Loyalty Through Consumer Satisfaction (Study At Hospital KardinahTegal). Thesis.Tegal: Master of Management Pancasakti University of Tegal. 2017 The purpose of this research is to test empirically the influence of image and service quality to consumer loyalty through consumer satisfaction (Study AtHospital KardinahTegal). The research variables in this research are image, service quality, satisfaction and loyalty. The hypothesis of this study is the image and quality of service influence on consumer loyalty through consumer satisfaction. Data collection method used in this research is questionnaire. While the data analysis method used is SEM analysis using AMOS application The result of this research are (1) image have positive effect to satisfaction (2) service quality have positive effect to satisfaction (3) image have positive effect to loyalty (4) service quality have positive influence to loyalty (5) satisfaction positive effect to loyalty (6) Can mediate the influence of the image on loyalty but satisfaction can not mediate the influence of service quality on loyalty.Keywords: Image, Service Quality, Satisfaction, Loyalty

scholarly journals Pengaruh Akuntabilitas, Kualitas Pelayanan, Kepercayaan Muzakki terhadap Loyalitas Muzakki

2021 ◽  
Vol 1 (1) ◽  
pp. 19-29
Author(s):  
Jumriani Jumriani
Keyword(s):  
Quality Of Service ◽  
Data Analysis ◽  
Linear Regression ◽  
Multiple Linear Regression ◽  
Research Method ◽  
Quantitative Approach ◽  
Unit Of Analysis ◽  
Research Instrument ◽  
Simultaneous Influence

Effect of accountability, quality of service, trust Muzakki on loyalty to Muzakki. This research aims to discuss the influence of accountability, quality of service, trust Muzakki on Muzakki loyalty to the institution Muzakki Management Institute Infaq (LMI) Surabaya. The research method is using a quantitative approach. The Unit of analysis in research is to use respondents Muzakki for 100 Muzakki in the area of Surabaya, with the research instrument using the questionnaire in the area of Surabaya, and the method of data analysis using multiple linear regression. The results showed that the simultaneous influence was positive and significant and partiality that accounting was influential towards Muzakki loyalty, the quality of service was influential on Muzakki loyalty, and Muzakki's belief had an effect on Muzakki loyalty

scholarly journals PENGARUH GAYA KEPEMIMPINAN TERHADAP KINERJA PEGAWAI ( Studi Kasus Di Satuan Kerja Non Vertikal Tertentu Pengembangan, Pengendalian Dan Pelaksanaan Pekerjaan Strategis Bidang Pekerjaan Umum Dan Perumahan Rakyat Lainnya, Kementerian Pekerjaan Umum Dan Perumahan Rakyat)

2016 ◽  
Vol 6 (2) ◽  
Author(s):  
Rudy Soelistio ◽  
Faroji Faroji ◽  
Uswatun Hasanah
Keyword(s):  
Quality Of Service ◽  
Quantitative Analysis ◽  
Leadership Style ◽  
Employee Performance ◽  
Problem Formulation ◽  
Government Agency ◽  
Employee Productivity ◽  
Work Attitude ◽  
The Government

<p>Employee productivity sizes commonly used in providing employee assessment consists of the<br />quantity that results achieved in carrying out the task. A third indicator is the quality. The quality of<br />this dimension where quality shows how a task can be completed seen from the aspect of skill,<br />precision and cleanliness. Other sizes are punctuality which includes attendance or absenteeism of<br />employees and timeliness in completing the work. Some qualitative measures can be used as a tool to<br />determine how well an employee is working, especially that the government agency is in the form of<br />an agency that should be a model, of course, the quality of service becomes essential as the initial<br />measure of success. The better performance of a government agency it is expected to transmit to<br />agencies in other government to miningkatkan service quality. Likewise if an agency is not good will<br />be transmitted to other agencies to no good.<br />Analysis is conducted quantitative analysis using linear regression to answer the problem formulation<br />and determine the influence of the variables that have been determined. The results of this study are<br />very influential leadership style on employee performance. Besides the work attitude of employees is<br />also crucial to performance.</p>

scholarly journals Analysis of the Achievement of the Minimum Service Standard See from the Quality of Service and Patient Satisfaction in the Installation of Pharmaceutical Pharmaceuticals in RSI Malang "UNISMA"

2019 ◽  
Vol 1 (1) ◽  
Author(s):  
Musyrifah Musyrifah ◽  
Sentot Imam Suprapto ◽  
Nia Sari
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
Service Quality ◽  
Simple Random Sampling ◽  
Positive Influence ◽  
Path Coefficient ◽  
Cross Sectional ◽  
Service Standards ◽  
Positive Effect

Facing the era of intense competition that needs to be trained by hospitals is patient satisfaction, patient satisfaction is closely related to quality service quality and service quality is evaluated by achieving minimum service standards that are in accordance with standards. The existence of preliminary data from the RSI about pharmacy service satisfaction figures in terms of facilities 95.2%, waiting time 77.4%, friendliness 95.2%, accuracy 91.9%, where this data still needs more in-depth research to obtain satisfaction figures valid. The purpose of this study was to determine the effect of service quality on patient satisfaction and the achievement of Minimum Service Standards for outpatient pharmacy installation in Malang Hospital "Unisma". This type of research is quantitative with observational analytic using cross sectional. The population in this study were all patients who visited who had received medication services, taking samples by simple random sampling of 136 samples, using questionnaires. Analyze data with path analysis. The results showed that the path coefficient of Service Quality to satisfaction of 0.425 showed a positive effect. The path coefficient of Service Quality towards achievement of MSS of 0.413 shows a positive influence, the path coefficient of Patient Satisfaction with achievement of MSS of 0.166 shows a positive influence. To improve the quality of service, it will be followed by achieving good standards, so patient satisfaction will also increase. From the results of this study it can be concluded that the better the Quality of Service, the better Patient Satisfaction. The better the Quality of Service, the better the Achievement of Minimum Service Standards and the better the Patient Satisfaction, the better the Quality of Service Standards.

scholarly journals Pengaruh e-CRM dan Service Quality terhadap Customer Satisfaction dan Dampaknya terhadap Customer Loyalty pada PT XL

2013 ◽  
Vol 4 (2) ◽  
pp. 619-630 ◽  
Author(s):  
Marshellina Marshellina ◽  
Hartiwi Prabowo
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Pearson Correlation ◽  
Simple Random Sampling ◽  
Total Sample ◽  
Positive Influence ◽  
Customer Relationship

This study aims to look at the influence and how much the influence of e-CRM (X1) and Quality of Service (X2) for Customer Satisfaction (Y) that impact on Customer Loyalty (Z) at PT XL. Data collection techniques were with questionnaires, the number of population in this study was approximately three millionrespondents, ie customers who use the product XL in West Jakarta, because the area most widely uses XL provider. Total sample was 100 respondents and the technique used was simple random sampling. The method used in this study was Pearson correlation and path analysis. Based on the results of data analysis, structural equation is Y = 0.310 + 0.330 X1 + X2 0.874 and Z = 0.005 X1 + X2 + 0.449 -0.070 + 0.903 Y, which Electronic Customer Relationship Management and the quality of service have yet to be effective in providing a positive influence for customer loyalty directly, but it must go through prior customer satisfaction as an intervening variable. Therefore, more companies should make improvements to the new way of communicating with customers via electronic media because it gives quite effective results for customer satisfaction in PT XL. Inaddition, PT XL should provide training and better development for the employees working in the company to improve the quality of service that can create customer loyalty.

scholarly journals NIAT PELANGGAN UNTUK MENGGUNAKAN KEMBALI JASA UMRAH ARWINDA TOUR & TRAVEL

2020 ◽  
Vol 5 (2) ◽  
pp. 85-94
Author(s):  
Winda Trisnandawati
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Positive Influence ◽  
Partial Least Square ◽  
Least Square ◽  
Travel Agent ◽  
Know How

The porpose of this research is to know how deep customers aim to have Arwinda Tour and Travel as their umrah Travel. This goals of research is to know the quality of Arwinda service around cust’s satisfaction, their trust, and to know how deep they want to use this agent back in their travel. Quantitative is the research metode that author used to know relation between variabels, these are exogenous variabel is quality of service and endogen variabel is satisfaction, trust, and their aim to use this travel agent again. Samples that used was about 150 jamaahs, minimum once a year that have Arwinda Tour and Travel. Analysize technical that author used was Partial Least Square (PLS). The result is it positive influence significally as : Service quality has a positive influence of customers satisfaction, service quality has a positive influence of trust, Cust satisfaction has a influence of a cust’s will to use this travel agent again trust has a positive influence of a cust’s will to use this travel agent again

scholarly journals The Effect of Leadership, Apparatus Professionality, and Work Facilities on the Quality of Ship Services and Goods in the Main Port Authority Office of Tanjung Priok

2020 ◽  
Vol 1 (2) ◽  
pp. 56-70
Author(s):  
Hermanta Hermanta ◽  
Josy Adiwisastra ◽  
Musa Hubeis ◽  
Dewi Sulistyani
Keyword(s):  
Quality Of Service ◽  
Data Collection ◽  
Service Quality ◽  
Sampling Technique ◽  
Positive Influence ◽  
Test Reliability ◽  
Literature Study ◽  
Port Authority ◽  
Linearity Test

This study aims to determine the effect of leadership, the professionalism of the apparatus and work facilities on the quality of service both partially and collectively. The sampling technique in this study was proportionate stratified random sampling with a sample of 313 respondents. This research method is a quantitative method with regression analysis. Data collection techniques using documentation techniques, literature study, questionnaires, and observations. The research data collection tool was a questionnaire based on a Likert scale. The data analysis techniques in this study were validity test, reliability test, normality test, linearity test, multicollinearity test, heteroscedasticity test, F test and t-test, simple and multiple linear regression. The results of the study prove that there is a positive influence of leadership on service quality by 82%. Second, there is a positive influence on the professionalism of the officers on the quality of service by 79.3%. Third, there is a positive effect of work facilities on service quality by 80.2%. Fourth, there is a positive influence of leadership, apparatus professionality, and work facilities together on service quality of 83.9%. The quality of ship and goods services at the Tanjung Priok Main Port Authority Office can be achieved through effective leadership, a high level of professionalism of the officials, and adequate work facilities. These three variables must be considered so that the quality of ship and goods services can satisfy service users.

scholarly journals PENGARUH HARGA DAN KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PADA BENGKEL ZUL KELUARGA JAYA

2019 ◽  
Vol 6 (2) ◽  
pp. 40-47
Author(s):  
Zai Prayogie ◽  
Darwin Lie ◽  
Marisi Butarbutar ◽  
Sudung Simatupang
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Field Research ◽  
Research Problem ◽  
Positive Influence ◽  
Coefficient Of Determination ◽  
Significance Level ◽  
Quantitative Descriptive ◽  
Descriptive Method

The formulation of this research problem is how the influence of price and quality of service to customer satisfaction at Bengkel Zul Keluarga Jaya. The research method used in this paper is literature research and field research. The population is employees of Bengkel Zul Keluarga Jaya amounting to 30 customers. The data used are data by qualitative and qualitative data, and data collection techniques by questionnaire, interview and documentation. Then the technique of data analysis using qualitative descriptive method and quantitative descriptive method.                Results of analysis of multiple linear regression is Ŷ = 3.629 + 0.386 X1 + 0.299 X2 means there is a positive influence between price and quality of service to customer satisfaction. The strength of the relationship of the three variables is very strong, ie r = 0.826. From the coefficient of determination can be explained high low customer satisfaction 46.6%, and the remaining 53.4% explained by other factors that are not discussed in this study. From the results of processing and calculation of the questionnaire, the authors to get the conclusion that the price and quality of service applied Bengkel Zul Keluarga Jaya positive and significant impact on customer satisfaction. This is proven by hypothesis testing simultaneously, where the test result Fhitung (11,802)> Ftabel (3,35) with significance level 0,000 <alpha 0,05

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