scholarly journals Pengaruh Kualitas Pelayanan Terhadap Kepuasan Mahasiswa Mengenai Web Fikom Unisba

2020 ◽  
Vol 2 (3) ◽  
pp. 197-200
Author(s):  
Zulfa Haitan Rachman
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Coefficient Of Determination ◽  
Five Dimensions ◽  
Tertiary Institutions ◽  
The Public ◽  
Analysis Technique ◽  
Independent Variable ◽  
Media Data

 Abstract - The phenomenon that is happening right now is that private tertiary institutions have become something that is very much needed by the community, due to the progress of the nation. Where quality universities are seen literally by the public from the facilities and infrastructure that are owned and the satisfaction of students who are in the college environment itself. So students are able to achieve the desired goals. In this case the purpose of this study is to find out how much influence the quality of service on student satisfaction regarding the Faculty of Communication Science Unisba. Service quality consists of five dimensions, namely Reliability, Responsiveness, Assurance, Empathy, and Tangibles. The sample used in this study was 40 respondents which were students of Fikom Unisba. Then the data collection in the field using online questionnaires, distributed through online media. Data analysis technique used in this study is to use SPSS. The results showed that service quality had a significant (significant) effect on student satisfaction. From the output obtained a coefficient of determination (R2) of 0.215 which implies that the influence of the independent variable (service quality) on the dependent variable (student satisfaction).   Abstrak– Fenomena yang terjadi saat ini yaitu perguruan tinggi swasta menjadi sesuatu yang sangat dibutuhkan oleh masyarakat, karena untuk kemajuan bangsa. Dimana perguruan tinggi yang berkualitas dilihat secara harfiah oleh masyarakat dari sarana dan prasarana yang dimiliki serta kepuasan mahasiswa yang berada di dalam lingkungan perguruan tinggi itu sendiri. Sehingga mahasiswa mampu mencapai tujuan yang diinginkan. Dalam hal ini tujuan penelitian ini yaitu untuk mengetahui seberapa besar pengaruh kualitas pelayanan terhadap kepuasan mahasiswa mengenai web Fikom Unisba. Kualitas pelayanan terdiri dari lima dimensi yaitu Reliability, Responsiveness, Assurance, Empathy, dan Tangibles. Sampel yang digunakan dalam penelitian ini adalah 40 responden yang dimana mahasiswa Fikom Unisba. Kemudian pengumpulan data dilapangan dengan menggunakan angket secara online, disebarkan melalui media online. Teknik analisis data yang digunakan dalam penelitian ini yaitu dengan menggunakan SPSS. Hasil penelitian menunjukkan kualitas pelayanan berpengaruh nyata(signifikan) terhadap kepuasan mahasiswa. Dari output tersebut diperoleh koefisien determinasi (R2) sebesar 0,215 yang mengandung pengertian bahwa pengaruh variabel bebas (kualitas pelayanan) terhadap variabel terikat (kepuasan mahasiswa).    

scholarly journals ANALISIS FAKTOR-FAKTOR YANG MEMENGARUHI KEPUASAN LAYANAN AKADEMIK MAHASISWA PRODI DIPLOMA I KEPABEANAN DAN CUKAI

2017 ◽  
Vol 1 (1) ◽  
Author(s):  
Agus Sriyanto
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Latent Variables ◽  
Structural Equation ◽  
Positive Impact ◽  
Positive Influence ◽  
Equation Modeling ◽  
Policy Makers ◽  
Five Dimensions

ABSTRACT:Improving the quality of education becomes very important nowadays to meet the increasing demands of graduates’ future institutions. This research adopts five dimensions of service quality initiated by Parasuraman, Zeithaml and Berry (servqual) to assess the quality of academic services affecting student satisfaction. Once the determinants are known, they can be used by policy makers to improve student satisfaction levels. After identifying the determinant factors, policy makers can use them to improve the level of satisfaction of students. There are 100 respondents who participated in this research. The data was collected using surveys and analyzed using structural equation modeling with Smart PLS 3.0. The results showed that among five hypotheses tested, all variables have the positive influence, however, there are two latent variables which have significant associations, while the others have not. Responsiveness and empathy have positive and significant impact on the student satisfaction, while tangible, reliability and assurance have a positive impact but not significant. Keywords: customs student satisfaction, service quality, servqual, SEM.ABSTRAK:Meningkatkan kualitas pendidikan menjadi sangat penting dewasa ini untuk memenuhi tuntutan kebutuhan unit pengguna yang semakin meningkat. Penelitian ini mengadopsi lima dimensi kualitas jasa yang digagas oleh Parasuraman, Zeithaml dan Berry (Servqual) untuk menilai kualitas layanan akademik yang mempengaruhi kepuasan mahasiswa. Setelah faktor-faktor penentu dari dimensi servqual dapat diketahui maka faktor-faktor tersebut dapat digunakan oleh pembuat kebijakan untuk meningkatkan tingkat kualitas layanan kepada mahasiswa. Ada 100 responden di pilih secara acak dari total populasi yang berpartisipasi dalam penelitian ini. Data dikumpulkan dengan menggunakan survei online dan dianalisis dengan pemodelan persamaan struktural dengan bantuan software Smart PLS 3.0. Hasil penelitian ini menunjukkan bahwa dari kelima dimensi servqual, semua variabel memiliki pengaruh positif terhadap kepuasan mahasiswa, namun dari lima variabel tersebut hanya dua variabel laten yang mempunyai pengaruh signifikan, sementara tiga variabel yang lain tidak signifikan. Daya tanggap dan empati berpengaruh positif dan signifikan terhadap kepuasan siswa, sedangkan bukti fisik, keandalan dan jaminan memiliki dampak positif namun tidak signifikan.Kata Kunci: kepuasan, Mahasiswa Bea dan Cukai, kualitas layanan, Servqual, SEM                  

scholarly journals PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN PELANGGAN (Studi Pada Hotel Timor Megah Kota SoE, TTS)

2020 ◽  
Vol 10 (3) ◽  
pp. 375-393
Author(s):  
Donar W Selan ◽  
Juita L D Bessie
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Sampling Technique ◽  
Total Sample ◽  
Coefficient Of Determination ◽  
Quality Of Services ◽  
Literature Study ◽  
Independent Variable ◽  
Mathematical Equations

More and more manufacturers are involved in meeting the needs and desires of customers, causing each company to set orientation to customer satisfaction as the main goal. There is a tendency that customer satisfaction or dissatisfaction can be influenced by the quality of services provided by the company. This research was conducted at the Timor Megah Hotel Kota SoE, TTS Regency. The purpose of this study is to determine the effect of service quality that can be measured by several dimensions, including: tangibles, responsiveness, reliability, assurance, and empathy on customer satisfaction Timor Megah Hotel. The independent variable (X) of this study is the dimension of service quality consisting of tangibles (X1), responsiveness (X2), reliability (X3), assurance (X4), and empathy (X5). While the dependent variable (Y) of this study is customer satisfaction. The sampling technique used is the Accidental Sampling technique, with a total sample of 99 people with the criteria of having stayed more than twice and staying period for 4 years (2015-2018). Data collection techniques used were interviews, questionnaires and literature study. After the data is collected, the data is then analyzed using descriptive techniques and multiple linear regression. From the analysis it is known that tangibles, responsiveness, reliability, assurance and empathy simultaneously and partially have a significant effect on customer satisfaction. From the results of the analysis can also be made mathematical equations: Y = 3,568 + 0,150X1 + 0,245X2 + 0,209X3 + 0,192X4 + 0,362X5. The coefficient of determination obtained shows that 87.2% of the level of customer satisfaction is influenced by tangibles, responsiveness, reliability, assurance and empathy.   Keywords: Tangibles, Responsiveness, Reliability, Assurance, Empathy and Customer Satisfaction.

scholarly journals Peran Kualitas Layanan Dalam Menciptakan Loyalitas Mahasiswa

2020 ◽  
Vol 2 (1) ◽  
pp. 10-27
Author(s):  
Dewa Nyoman Benni Kusyana ◽  
Putu Atim Purwaningrat ◽  
Milla Permata Sunny
Keyword(s):  
Higher Education ◽  
Quality Of Service ◽  
Service Quality ◽  
Student Satisfaction ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Five Dimensions ◽  
Student Loyalty ◽  
Education Service

Quality of service plays an important role in the world of education, especially higher education, although there is still debate about the position of students as customers, but it is believed that the quality of service in higher education plays an important role in ensuring the survival of a university. The purpose of this study was to determine the effect of higher education service quality on the satisfaction and loyalty of FEBP UNHI students. The model of higher education service quality used in this study is HEdPERF which consists of five dimensions namely academic aspects, non-academic aspects, reputation, access, and program issues. The sample used was 119 students from management and accounting study programs with simple random sampling technique, and the analysis technique used was path analysis. The results obtained were (1) HEdPERF had a positive but not significant effect on student loyalty, (2) HEdPERF had a positive and significant effect on student satisfaction, (3) satisfaction had a positive and significant effect on student loyalty, and (4) satisfaction mediated the effect of HEdPERF on student loyalty.

scholarly journals PENGARUH MANAJEMEN FUNDRAISING DAN KUALITAS PELAYANAN TERHADAP KEPERCAYAAN MUZAKKI PADA WAHDAH INSPIRASI ZAKAT CABANG KALIMANTAN TIMUR

2021 ◽  
Vol 9 (4) ◽  
pp. 261
Author(s):  
Riyani Riyani
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Correlation Coefficient ◽  
Total Sample ◽  
T Test ◽  
Coefficient Of Determination ◽  
East Kalimantan ◽  
Independent Variable ◽  
The Relationship

This study aims to determine the effect of fundraising management and service quality on muzakki trust. This research was conducted at Wahdah Inspirasi Zakat (WIZ) East Kalimantan branch with a total sample of 92 respondents. Collecting data in this study using a questionnaire distributed to respondents. The results showed that 92 respondents obtained a correlation coefficient (R) of 0.766, which means that the relationship between the independent variable and the dependent variable is strong. The coefficient of determination (R2) obtained is 0.586 or 58.6%, which means that the influence of fundraising management variables and service quality is 58.6% on Muzakki's trust and 41.4% is influenced by other variables. The F test obtained is very significant, the effect of fundraising management and service quality on muzakki's trust is 63,116> 3,10, there is a simultaneous significant effect on muzakki's trust. The t test (partial) on the fundraising management variable on Muzakki's trust was 1.307 <1.986, which means that fundraising management did not have a significant effect on Muzakki's trust, while the t (partial) test on the variable service quality on Muzakki's trust was 8.387 <1.986 which This means that the quality of service has a significant effect on Muzakki's trust.

scholarly journals Peran Kualitas Pelayanan dengan Aplikasi PLN Mobile dalam Meningkatkan Kepuasan Pelanggan

2019 ◽  
Vol 1 (2) ◽  
pp. 356-364
Author(s):  
Shintya Yuliana ◽  
Nor Norisanti ◽  
Faizal Mulia
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Mobile Application ◽  
Quantitative Methods ◽  
Linear Regression Analysis ◽  
Test Reliability ◽  
Coefficient Of Determination ◽  
Simple Linear Regression ◽  
Analysis Technique

The purpose of this study is to study the quality of service using the PLN Mobile Application in increasing customer satisfaction with quantitative methods at PT. PLN (Persero) Rayon Cikembar, Sukabumi Regency. The research method used is a quantitative method. The analysis technique used is the validity test, reliability test, simple linear regression analysis, including the coefficient of determination test and hypothesis testing using partial testing (t test). The results of the study, obtained an R number of 0.232 in the category 0.00 - 0.199, which means a low relationship between service quality and customer satisfaction. Conclusions, each Service Quality (X) variable in this study can represent each variable and can be used by future researchers. Keywords: Service Quality, Customer Satisfaction.

scholarly journals KUALITAS PELAYANAN KARTU TANDA PENDUDUK ELEKTRONIK DI KECAMATAN CISARUA KABUPATEN BOGOR

2017 ◽  
Vol 2 (1) ◽  
pp. 35
Author(s):  
Siti Rahayu Septiany ◽  
Beddy Iriawan Maksudi ◽  
Irma Purnamasari
Keyword(s):  
Service Quality ◽  
Public Service ◽  
Population Database ◽  
Five Dimensions ◽  
The Public ◽  
Civil Registration ◽  
Identity Card ◽  
The Government ◽  
The Village

Various community responses tend to suggest that different types of public services suffered a setback which is mainly marked by numerous irregularities in the public service. Systems and procedures are complicated, and human resources were slow in providing the service, expensive, closed, and discriminatory and cultured not serve, but served also an aspect of public service spotlight, especially in terms of population administration one of them in the service of making electronic ID card.The research objective is to know the quality of the electronic ID card service in District Cisarua, Bogor regency.The theory that used to analyze the quality of service is a theory proposed by Parasuraman in Harbani Pasolong (2013) which has five dimensions of service quality to be able to successfully include the dimensions of tangible, reliability, responsiveness, assurance, empathy. The five dimensions above should be implemented fully for one another have relevance.This research used descriptive quantitative method by using questionnaires as the main instrument to data collect.These results indicate that the quality of the electronic ID card service in District Cisarua, Bogor regency according to respondents of employees included in the criteria for the interpretation of Good, while according to the respondents community service quality Electronic Identity Card in District Cisarua, Bogor regency included in the criteria Pretty Good. It is explained that the completion of this electronic ID card service can’t be resolved quickly due to the completion of this electronic ID cards involve other agencies, namely the Department of Population and Civil Registration in Bogor district is not authorized for card printing and database processing. Suggestions from this study recommend that the government give them the authority to process the district population database that can handle an error in the electronic ID card identity. Then the district should continue to strive to conduct socialization to the village office of each region, with emphasis to the village to mobilize RW and RT convey any information which would have informed to the public; Keywords: Service Quality of electronic ID cards

scholarly journals ANALISIS PENGARUH KUALITAS PELAYANAN JASA KEPENDIDIKAN TERHADAP KEPUASAN DAN LOYALITAS MAHASISWA MENGGUNAKAN STRUCTURAL EQUATION MODELING (STUDI KASUS DI JURUSAN MIPA UNSOED)

2014 ◽  
Vol 6 (1) ◽  
pp. 23
Author(s):  
Supriyanto Supriyanto ◽  
Mutia Nur Estri ◽  
Agustini Tripena Br.Sb.
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Structural Equation ◽  
Natural Sciences ◽  
Equation Modeling ◽  
New Employees ◽  
Five Dimensions ◽  
Perceived Service Quality ◽  
Student Loyalty

Increasingly strong competition in intercollegiate and students who increasingly selective and knowledgeable require universities to continue to improve his ministry. Matter requires a knowledge of the conditions for this service, that has adapted to student expectations or not . This study aimed to determine the extent to which level the match between the expected service quality and perceived student at Department of Mathematics and Natural Sciences Unsoed and explain the influence of the five dimensions of service quality that is tangibles, reliability, responsiviness, assurance and empathy for student satisfaction and loyalty. Results of the study was assessment of the quality of student services at the Department of Mathematics and Natural Sciences Unsoed is perceived service quality is still below the expected service quality , perceived still not satisfactory. Five dimensions of service quality consisting of tangibles, reliability, responsiveness, assurance, and empathy, positive effect on student satisfaction. Satisfaction indirect influence on student loyalty and there is a direct influence of the five dimensions of service quality on loyalty through student satisfaction. Student loyalty translated in expressing positive things about the Department of Mathematics and Natural Sciences to others , recommending courses at the Department of Mathematics and Natural Sciences to the others, recruiting new employees from alumni, and ready to provide assistance if needed.

scholarly journals Effect of service quality on student-inspector satisfaction at the training center for educational inspectors in Rabat, Morocco.

2021 ◽  
Vol 3 (2) ◽  
pp. 53-62
Author(s):  
MOHAMED ESSAOUDI ◽  
RAJA LOTFI
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Perceived Quality ◽  
Causal Link ◽  
Institutional Assessment ◽  
Five Dimensions ◽  
Perceived Service Quality ◽  
The One ◽  
Training Services

In theory, we all know that if students are satisfied, then training centers do provide a better quality of service. But what about in practice? The purpose of this research is twofold. On the one hand, we aim to assess the quality of training inspectors in Morocco, through perceived quality and student satisfaction.  First, we investigate which quality attributes need to be further targeted in the training device (TD) at CFIE. Second, we test for potential causal relationships between perceived service quality and student satisfaction. Our starting assumption is that there is a causal link between "service quality" and "satisfaction." To this end, the SERVPERF tool was adapted and administered to a sample of student inspectors who received training services at the CFIE in Rabat. We support the literature's argument that performance (SERVPERF) is the best predictor of service quality. The results shows that the perceived quality of services provided by CFIE is relatively acceptable. Nevertheless, it shows a strong need for improvement, especially in the dimensions of Tangibility and Empathy. All five dimensions of SERVPERF significantly impact student-inspector satisfaction at CFIE. The SERVPERF scale is a valuable aid in the institutional assessment of the TD, and in the implementation of a culture of continuous improvement within the CFIE. However, when used alone, it can lead to the omission of other factors that explain satisfaction. It would therefore be appropriate to couple it with other instruments such as SERVQUAL, HEDPERF, PAKSERV or HiEdQUAL in order to verify which ones are adapted to the context of education inspection in Morocco.

scholarly journals A Study to Analyse the Perception of Commuters' towards Service Quality of Delhi Metro Rail Corporation: Empirical Study

2021 ◽  
Vol 12 (5) ◽  
pp. 701-708
Author(s):  
Yogendra Pal Bharadwaj, Mukesh Singh
Keyword(s):  
Service Quality ◽  
Public Transportation ◽  
Structural Equation ◽  
Five Dimensions ◽  
The Public ◽  
Predictive Variables ◽  
The Common ◽  
Convenience Sampling ◽  
Modern Era

In modern era of globalization, the services being offered by the public transportation require to gauge sensitivity about the services offered to the common masses. In this context, this study examined the perception of commuters on service quality offered by Delhi Metro Rail Corporation and its impact on the commuter’s satisfaction. Therefore, five dimensions of service quality have been taken (reliability, tangibility, empathy, safety & security, commuters’ friendliness) as predicting variables towards the commuters’ satisfaction of DMRC. This research was carried out on behalf of a convenience sampling approach using basic condition and structural equation modelling with an aggregate of 1045 questionnaires distributed among commuters via electronic form as well as simple form. The results of factual tests show that four out of five predictive variables viz., commuters’ friendliness, tangibility, safety & security, empathy have pragmatic percussion, while reliability and commuter’s friendliness has no remarkable influence on customer’s satisfaction.

scholarly journals Application of the SERVQUAL Model for the Evaluation of the Service Quality in Moroccan Higher Education: Public Engineering School as a Case Study

2020 ◽  
Vol 9 (5) ◽  
pp. 223
Author(s):  
Ouissal GOUMAIRI ◽  
Es-Saâdia AOULA ◽  
Souad BEN SOUDA
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Student Satisfaction ◽  
Assessment Tools ◽  
Job Market ◽  
Engineering School ◽  
Five Dimensions ◽  
Quality Of Higher Education ◽  
The University

The quality of higher education systems currently represents a major challenge for the development of societies. In Morocco, engineering education is at the heart of this development, it is a major and necessary lever which, due to an increasingly demanding job market, faces several challenges. According to Moroccan Directorate for Strategies and Information Systems (2018) these challenges are classified into two categories: quantitative (low rate of Moroccan engineers compared to global figures; 1.57 graduates in engineering per 10,000 inhabitants in 2016) and qualitative (adaptation of the academic curriculum to the needs of the job market). However, little work has been done on the introduction of service assessment tools in higher education in Morocco (Akrim, Figari, Mottier-Lopez, & Talbi, 2010).In our article, we are interested in the SERVQUAL method (SERVice QUALity-Quality of Service). This approach, initially designed to measure customer satisfaction in a company, allows, when applied to higher education, to measure student satisfaction at the university. Based on a bibliographic research, we have identified the five dimensions of the model that impact the quality of service.Through the application of this model to a sample of students from a public engineering school, we have been able to determine that tangible elements and physical installations have the biggest impact on service quality with a negative quality gap (-2.0275). As a result, more efforts are needed in these dimensions to improve service quality.In conclusion, the SERVQUAL model, applied to the educational system and more precisely higher education, allows to quantify the non-quality by measuring the gap between the perception of the students and their expectations for a good service. It has the advantage of helping decision-makers take corrective actions needed to improve the service quality provided by universities as a part of a process of continuous improvement to achieve higher degree of excellence.

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