scholarly journals PENINGKATAN KUALITAS LAYANAN GURU MELALUI PENGEMBANGAN KEPRIBADIAN GURU DAN KEADILAN ORGANISASI

2020 ◽  
Vol 4 (2) ◽  
pp. 71-75
Author(s):  
Sri Setyaningsih ◽  
Kania Rubiati
Keyword(s):  
Service Quality ◽  
Organizational Justice ◽  
Positive Relationship ◽  
Personality Development ◽  
Good Condition ◽  
Civil Servant ◽  
Informational Justice ◽  
Teacher Personality ◽  
The Relationship

IMPROVING THE QUALITY OF TEACHER SERVICES THROUGH THE DEVELOPMENT OF TEACHERS PERSONALITY AND ORGANIZATIONAL JUSTICEThe quality of teacher service is an important element related to achieving national education goals and developing Indonesian people as a whole. The initial survey of the service quality of Civil Servant teachers at Bogor Senior High Schools has not yet achieved maximum results. Therefore, the quality of teacher services is interesting to study. This study aims to find out how the quality of teacher services can be improved by examining the relationship between teacher service quality and teacher personality variables and organizational justice. This research uses correlational statistical methods and analyzes the system method. The unit of analysis for the study was the high school civil servant teachers with a population of 279 and a sample of 103 teachers. The results showed that there was a positive relationship between teacher personality and teacher service quality with the strength of the relationship ry1 = 0.421 and there was a positive relationship between organizational justice and teacher service quality with the strength of the relationship ry2 = 0.297 so that the quality of teacher services could be improved through teacher personality and organizational justice. The results of this correlation are then integrated with the SITOREM method in order to obtain a way to improve the quality of teacher services based on personality development and organizational justice through strengthening indicators. The results of SITOREM show that efforts to improve the quality of teacher services can be done by improving the following indicators in order of priority improvement: (1) stable emotions, (2) openness to experience (3) procedural justice (4) responsiveness (5) attention. The next effort is to maintain 9 indicators that are in good condition, namely: (1) sincerity (2) enthusiasm (3) agreement (4) interpersonal justice (5) informational justice (6) distributive justice (7) physical appearance (8) assurance (9) ) reliability.

scholarly journals The Improvement of the Services Quality through Development of Teachers Personality and Organizational Justice

2020 ◽  
Vol 5 (2) ◽  
pp. 269
Author(s):  
Kania Rubiati ◽  
Sri Setyaningsih ◽  
Henny Suharyati
Keyword(s):  
High School ◽  
Service Quality ◽  
Organizational Justice ◽  
Positive Relationship ◽  
Validity And Reliability ◽  
National Education ◽  
Teacher Personality ◽  
Initial Survey ◽  
The Relationship

<em>The quality of teacher services is an important element related to achieving national education goals and developing Indonesian people as a whole. The initial survey of teacher service quality in the Civil Servants in the High School in the city of Bogor has not yet reached maximum results. Therefore, the quality of teacher services is interesting to study. This study aims to find efforts to improve teacher service quality by examining the relationship between teacher service quality with teacher personality variables and organizational justice. The data needed in this study were captured using an instrument in the form of a questionnaire. Before the questionnaire is used as a data collection tool, it must be first analyzed its validity and reliability. This analysis was carried out by testing the instrument to respondents, who had been determined. This trial is intended to determine the feasibility of this instrument as a research instrument. The study also uses correlational statistical methods and analysis of the SITOREM method. The unit of research analysis was a high school civil servant teacher with a population of 279 and a sample of 103 teachers. The results of the study show there is a positive relationship between the teacher's personality and the quality of teacher services with the strength of the relationship ry<sub>1</sub> = 0.421 and there is a positive relationship between organizational justice and the quality of the teacher's service with the strength of the ry<sub>2</sub> = 0.297 so that the quality of teacher service can be improved through the personality of the teacher and organizational justice. The results of this study indicate that there is a relationship between the teacher's personality and the service quality approach as well as the organizational justice variable with the quality of teacher service both individually and collectively. SITOREM analysis results showed that there should be priority improvements to indicators that are not optimal such as (1) stable emotions (2) open to experience (3) procedural fairness (4) responsiveness (5) attention.</em>

KEPUASAN KONSUMEN DITINJAU DARI KUALITAS PELAYANAN, STORE ATMOSPHERE DAN PROMOSI DI RUMAH MAKAN PONDOK JOWI SOLO

2020 ◽  
Vol 4 (02) ◽  
Author(s):  
Shofia Zulfa Amalina ◽  
Sri Hartono ◽  
Ratna Damayanti
Keyword(s):  
Quality Of Service ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Sampling Technique ◽  
Likert Scale ◽  
The Relationship

The purpose of this study was to analyze the effect of whether or not the quality of service, store atmosphere and promotion of consumer satisfaction at Pondok Jowi Restaurant Solo. The population in this study were consumers of Pondok Jowi Solo Restaurant in January 2020 at May 2020 with a total of 14,030 people. The sampling techniquemismpurposive samplingm which is a sampling technique with certain considerations by taking 100 respondents. Data collection uses a Likert scale questionnaire to measure respondents' answers to identify the relationship between service quality, store atmosphere and promotion of customer satisfaction. The results show that service quality, store atmosphere and promotion have a simultaneous and significant effect on customer satisfaction, servicei quality has assignificant effect on customer satisfaction, store atmosphere has a significant effect on customer satisfaction, and promotion has significant effect on customer satisfaction. Keywords: Service quality, Store atmosphere, Promotion, Consumer satisfaction

scholarly journals Statistical analysis of factors affecting the service quality of Jetstar Pacific Airlines

2015 ◽  
Vol 18 (2) ◽  
pp. 67-75
Author(s):  
Nhan Huu Huynh ◽  
Dung Anh To
Keyword(s):  
Factor Analysis ◽  
Statistical Analysis ◽  
Service Quality ◽  
External Environment ◽  
Technical Quality ◽  
Quality Model ◽  
Factors Affecting ◽  
Functional Quality ◽  
The Relationship

The aim of this paper is to study the effects of service quality in Jetstar Pacific Airlines towards customer’s satisfaction under the perspective of Servqual and Gronroos service quality model and the relationship between functional quality, technical quality, internal and external environment influences mediated by Jetstar Pacific Airlines images and service quality using the main statistical methods such as factor analysis and multiple linear regression.

scholarly journals The Psychological and Demographic Factors of Quality of Life in Older Adults

2020 ◽  
Vol 2 (1) ◽  
pp. 45-59
Author(s):  
Indra Yohanes Kiling ◽  
Johana Endang Prawitasari
Keyword(s):  
Quality Of Life ◽  
Older Adults ◽  
Regression Analysis ◽  
Older Adult ◽  
Psychological Factors ◽  
Positive Relationship ◽  
Demographic Factors ◽  
The Relationship ◽  
Major Hypothesis

This research aims to determine the relationship between psychological and demographic factors, which are dispositional optimism, and self-efficacy are the psychological factors, meanwhile home, sex and ethnicity as the demographic factors of quality of life in the older adults. The major hypothesis of this research proposed that there are positive relationship from both psychological factors and demographic factors to the quality of life in older adults. This study involved 53 older adult peoples. The result of multiple regression analysis shows that there is a positive relationship from all five variables to the quality of life in older adults as big as 76,5% (Adjusted R2= 0,765). This result means that both the psychological and demographic factors do have effective contributions to the quality of life in older adult people. The results of t-tests are also discussed.

scholarly journals Can authentic leadership influence the employees’ organizational justice perceptions? – a study in the hotel context

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Deepu Kurian ◽  
Fredrick M. Nafukho
Keyword(s):  
Social Justice ◽  
Organizational Justice ◽  
Authentic Leadership ◽  
Interactional Justice ◽  
Content Type ◽  
Informational Justice ◽  
Hotel Employees ◽  
Justice Perceptions ◽  
Research Questions ◽  
The Relationship

PurposeThe primary purpose of this study was to determine the relationship between a positive style of leadership, specifically authentic leadership, and organizational justice perceptions of employees' in the hotel industry. The following research questions guided the study: What relationship existed between hotel employees' perception toward authentic leadership and organizational justice? What relationship existed between hotel employees' perception toward authentic leadership and distributive justice, procedural justice, interactional justice and informational justice dimensions? What relationship existed among hotel employees' perception toward organizational justice, authentic leadership and their demographic background?.Design/methodology/approachThe study approached the research questions from a quantitative, non-experimental research perspective utilizing a cross-sectional survey and descriptive correlational design, which describes the relationship or association between two or more variables in the study which are authentic leadership and organizational justice.FindingsThe results indicate that authentic leadership has a strong relationship with hotel employees' organizational justice perceptions, and authentic leadership predicted the employees' perceptions of organizational justice. Authentic leadership is a relative new leadership approach rooted in positive psychology emphasizing on the ethical and moral aspects of leadership, and the results of the study found that when employees perceive their leaders to follow the authentic leadership paradigm, they also perceive high levels of organizational justice. Authentic leadership has stronger relationships with informational and interpersonal dimensions of justice which implies that authentic leaders are strategic in their interactions with their employees. The results also imply that when employees perceive justice in terms of procedures and outcomes, they believe that organizations determine those more than their supervisors.Research limitations/implicationsThe differences in the strengths of relationship between authentic leadership and structural forms of justice (distributive and procedural), and authentic leadership and interactional forms of justice (informational and interpersonal), have implications for both justice and leadership theories. The results suggest that authentic leader behaviors create a fair climate – an interpersonally and informationally fair climate which promotes all forms of justice perceptions in individual followers. However, it needs to be further researched whether leaders with high interpersonal skills and information-sharing abilities showing consideration and respect to employees may result in higher levels of organizational justice perceptions. Thus, further research is needed to determine the relationship of authentic leadership and each of the organizational justice (distributive, procedural, informational and interpersonal) dimensions, which may provide more insights as to whether leader behavior contains element of justice itself.Practical implicationsThe findings showcase the need for organizations in the hotel and hospitality industry to establish programs that focus on leadership practices which improve employees' perceptions of organizational justice and, in turn, lead to positive organizational outcomes including reducing the considerable costs of employee turnover. It is also important that employees are aware of the policies and procedures and have a perception that they can connect and communicate to their supervisors and managers.Social implicationsThis study falls into the larger conversation of social justice and how an organization's leadership can be a strong associate for social justice movements by supporting equity within the organization.Originality/valueThe study integrates leadership and justice theories in a hotel context. The results of this study may motivate hospitality/ hotel leaders to include authentic leadership development as an actionable strategy to bolster fairness and mitigate some of the negative features of the industry.

scholarly journals THE LOYALTY OF GARUDA INDONESIA CUSTOMERS TO THE ROUTE OF JAKARTA-SURABAYA

2015 ◽  
Vol 2 (3) ◽  
pp. 297
Author(s):  
Aisyah Rahmawati
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Partial Correlation ◽  
Positive Relationship ◽  
Survey Methods ◽  
Positive Influence ◽  
Coefficient Of Determination ◽  
Pricing Policy ◽  
Significance Level

Survey methods are used to determine the effect of pricing policy implementation (X1), quality of service (X2), and customer loyalty (Y) on PT. Garuda Indonesia, for Jakarta-Surabaya route in 2014. With a population of 773 154 passengers and a sample of 400 respondents, the data is obtained through questionnaires using Likert scale. With a simple and multiple linear regression analyses, simple and partial correlation, with significance level at α = 0.05, it was found that, first, there is a positive relationship between pricing policy and customer loyalty. The variation that occurs in customer loyalty is determined by pricing policy. Secondly, there is a positive relationship between service quality and customer loyalty. The variation that occurs in customer loyalty is determined by service quality. Third, there is a positive influence of pricing policy and service quality on customer loyalty with the coefficient of determination ry1.22 = 0.354, so 35.4% variation happening to customer loyalty is determined simultaneously by pricing policy and service quality. The implication proves that customer loyalty can be enhanced by improving the pricing policy and service quality.

ANALISA DAMPAK KEPUASAN PELANGGAN DALAM HUBUNGAN ANTARA ORIENTASI PELAYANAN DAN KUALITAS PELAYANAN TERHADAP LOYALITAS PELANGGAN SALON MUSLIMAH

2021 ◽  
Vol 8 (3) ◽  
pp. 297
Author(s):  
Ibnu Jauzi ◽  
Ari Prasetyo
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Service Orientation ◽  
Service Companies ◽  
The Impact ◽  
The Relationship ◽  
Pls Method

ABSTRAKLoyalitas pelanggan merupakan hal yang harus diutamakan perusahaan jasa dalam menjalankan bisnisnya. Tanpa adanya pelanggan yang loyal terhadap perusahaan maka sustainbility perusahaan tersebut akan terancam. Penelitian ini bertujuan untuk meneliti dampak orientasi pelayanan dan kualitas pelayanan terhadap loyalitas pelanggan melalui kepuasan pelanggan pada salon muslimah di Kota Kediri. Apakah dalam mencapai loyalitas pelanggan harus melalui kepuasan pelanggan atau tidak. Penelitian ini menggunakan pendekatan kuantitatif dengan metode SEM PLS. Pengujiannya dilakukan menggunakan aplikasi SmartPLS 3.0 dengan kategori responden yaitu pelanggan yang telah merasakan produk salon muslimah di Kota Kediri. Hasil penelitian menunjukkan adanya efek moderasi kepuasan pelanggan dalam hubungan orientasi dan kualitas pelayanan terhadap loyalitas pelanggan.Hal tersebut mengindikasikan bahwa orientasi dan kualitas pelayanan yang dilakukan oleh salon muslimah di Kota Kediri bisa dikategorikan baik sehingga membuat para pelanggannya menjadi loyal.Kata Kunci: Loyalitas Pelanggan, Orientasi Pelayanan, Kualitas Pelayanan, Kepuasan Pelanggan, Salon Muslimah. ABSTRACTCustomer loyalty is something that must be prioritized by service companies in running their business. Without customers who are loyal to the company, the company's sustainability will be threatened. This study aims to examine the impact of service orientation and service quality on customer loyalty through customer satisfaction at Muslimah salons in Kediri. Whether to achieve customer loyalty must go through customer satisfaction or not. This study uses a quantitative approach with the SEM PLS method. The test was carried out using the SmartPLS 3.0 application with the respondent category, namely customers who have experienced Muslim salon products in Kediri. The results showed that there was a moderating effect of customer satisfaction in the relationship between orientation and service quality on customer loyalty. This indicates that the orientation and quality of service carried out by muslimah salons in Kediri City can be categorized as good so that it makes its customers loyal.Keywords: Customer Loyalty, Service Orientation, Service Quality, Customer Satisfaction, Muslimah Salon.

Users’ Satisfaction and Continuous to Use M-health Through Service Quality. The Moderate Effect of Monetary Cost (Preprint)

2021 ◽  
Author(s):  
Samer Al-Shami
Keyword(s):  
Service Quality ◽  
Mediating Effect ◽  
Intention To Use ◽  
Quality Model ◽  
Monetary Cost ◽  
Health Service Quality ◽  
Continuous Use ◽  
The Relationship ◽  
Positive Effect

BACKGROUND Recently, diabetes is a major issue of great concern to many health institutions worldwide. Yet, the application of m-health for diabetes yet to receive adequate attention, especially in developing countries. The Imperial College London Diabetes Centre, 2019 reported that over more than one million persons in the UAE are suffering from diabetes, placing the country at the 15th worldwide for age-adjusted relative pervasiveness. Motivated by the need to curb the increasing trend of diabetics among the people of UAE and realizing the potential of m-health, this paper examines the quality of service system on the continuous intention to use m-health among diabetes users’ in the UAE. This study is one of the few studies that contribute to the theoretical enrichment of information system (IS) success factors that examine the effective factors of quality system service on the satisfaction and continuous intention to use m-health among the diabetes patients in the UAE. Therefore, this paper extends the service quality research in the IS domain by suggesting m-health service quality model derived from the combination of the explanatory effect of objective and subjective factors, contextualized within the unique socio-economic background of the Arab region. OBJECTIVE The aim of this study to identify and examine the relationship between service system quality factors and diabetes satisfaction and continuous intention to use health. This study also aims to measure the moderating effect of monetary cost on the relationship between users' satisfaction and continuous intention to use. METHODS A cross-sectional survey was conducted involving 292 respondents have been conducted. Through a survey analyzed by SmartPls, we find that service quality systems driven by the quality of interaction, system, and information have a positive effect on the continuous use mhealth through the mediating effect of users’ satisfaction. RESULTS Through a survey analyzed by SmartPls, we find that a service quality system driven by the quality of interaction, system, and information has a positive effect on the continuous use mhealth through the mediating effect of users’ satisfaction. We also find that monetary cost moderates the relationship between users’ satisfaction and continue to use mhealth. CONCLUSIONS This study extends the service quality research in the IS domain by suggesting m-health service quality model derived from the combination of the explanatory effect of objective and subjective factors, contextualized within the unique socio-economic background of the Arab region.

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