Analisis Tingkat Kualitas Pelayanan Perizinan Menggunakan Metode Fuzzy Servqual

The low quality of service is a problem that affects people's satisfaction. The Padang City One Stop Integrated Service and Investment Service, and sometimes it is problematic in assessing the quality of its services. The object of the study is to see the Service quality of Community Licensing in the Padang City DPMPTSP. In this research, there are 15 respondent data originating from the licensing and complaints section of the Padang City DPMPTSP. Based on the analysis of the data, a research was conducted on the quality of community satisfaction. The fuzzy servqual method can be used to explain the uncertainty about information about certain parts of the problem at hand, such as community satisfaction, response quality, expectations and service quality. The results of this research show the distribution data and the percentage of business actor satisfaction quality on service performance so that it can be seen that 47.41% of business actors are satisfied with the performance of the service and 52.59% of business actors who assess the Padang City DPMPTSP service as very satisfactory. Conclusion From the test results Fuzzy servqual method has been able to provide knowledge on the quality of service quality. To assist the licensing and complaints department in improving the service quality of the Padang City DPMPTSP.

Inferred respect: a critical ingredient in customer satisfaction

Purpose This paper aims to address the following question: Do consumer inferences of respect (disrespect) contribute to satisfaction (dissatisfaction)? The research question is explored over two studies. The first aimed to test whether respect spontaneously emerged as an important component of consumer satisfaction. The second aimed to examine whether perceptions of respect could explain consumers’ satisfaction response beyond traditional antecedents of satisfaction (i.e. product and service factors, expectations). Design/methodology/approach The first (pilot) study examined whether respect/disrespect spontaneously emerged in written descriptions of highly satisfactory/dissatisfactory experiences (n = 356). The second (main) study used a survey methodology to test whether perceptions of respect could explain customer satisfaction beyond traditional antecedents (n = 2,641 plus n = 398). Findings Drawing on theories from social psychology and organizational justice, the current study argues that perceived respect, as inferred by customers from elements of their interactions with organizations, may also be critically involved in the satisfaction response. Research limitations/implications Conceptually, the findings place respect as a central antecedent among satisfaction determinants. Practical implications Practically, this research underscores the importance of enacting respect and avoiding actions that communicate disrespect because of their effect on satisfaction. Originality/value Customer satisfaction is critically important to organizations and so a great deal of research or work has sought to understand its causes – traditionally product performance, service quality and expectations. This current work, or This current research argues that inferred respect, as an indicator of the extent to which people perceive they are valued, should have an important, and general, influence on satisfaction that goes beyond what traditional determinants of satisfaction can explain.

An Experimental Study of Satisfaction Response: Evaluation of Online Collaborative Learning

<p> </p><p>On the one hand, a growing amount of research discusses support for improving online collaborative learning quality, and many indicators are focused to assess its success. On the other hand, thinkLets for designing reputable and valuable collaborative processes have been developed for more than ten years. However, few studies try to apply thinkLets to online collaborative learning. This paper introduces thinkLets to online collaborative learning and experimentally tests its effectiveness with participants responces on their satisfaction. Yield Shift Theory (YST), a causal theory explaining inner satisfaction, is adopted. In the experiment, 113 students from Universities in Beijing, China are chosen as a sample. They were divided into two groups, collaborating online in a simulated class. Then, YST in student groups under online collaborative learning is validated, comparison study of online collaborative learning with and without thinkLets is implemented and satisfaction response of participants are analyzed. As a result of this comparison, YST is proved applicable in this context, and satisfaction is higher in online collaborative learning with thinkLets.</p><p> </p>