scholarly journals Penilaian Tingkat Kepuasan Layanan Produk/Jasa dengan Metode Service Quality Model

2021 ◽  
Vol 20 (2) ◽  
pp. 223
Author(s):  
I Putu Sugi Almantara ◽  
Made Sudarma ◽  
Ida Bagus Alit Swamardika
Keyword(s):  
Literature Review ◽  
Service Quality ◽  
Quality Service ◽  
Quality Model

Kepuasan layanan produk/jasa merupakan satu diantara beberapa faktor yang dapat memberikan pengaruh pada sebuah perusahaan. Kepuasan adalah hal yang dapat diukur untuk meningkatkan dan mencapai tujuan dalam suatu perusahaan/institusi pemerintah. Tingkat kepuasan bisa diukur dengan memanfaatkan beberapa metode, diantaranya adalah Service Quality. Service Quality dapat menunjukan selisih antara harapan pelanggan terhadap perusahaan dengan layanan yang diterima oleh pelanggan dan dari selisih antara harapan dengan layanan yang diterima tersebut dapat dilihat tingkat kepuasan yang diberikan oleh pelanggan. Penelitian ini bertujuan untuk mengetahui penerapan dari metode Service Quality dalam mengukur tingkat kepuasan produk/jasa pada perusahaan atau institusi pemerintahan dengan konsep literature review. Hasil dari literature review menunjukan dari penerapan metode Service Quality lebih banyak digunakan pada perusahaan swasta dibandingkan dengan institusi pemerintahan. Hasil juga menunjukan bahwa kepuasan layanan produk/jasa lebih baik pada institusi pemerintah dibandingkan dengan perusahaan swasta. Hal tersebut ditunjukan pada salah satu literatur yang menghasilkan capaian tingkat kepuasan yang sangat baik pada kualitas layanan di institusi pemerintah.

Customers’ Perception of Service Quality in a Training Institute

2012 ◽  
Vol 3 (4) ◽  
pp. 25-38
Author(s):  
S. Maheswaran ◽  
Manimay Ghosh
Keyword(s):  
Service Quality ◽  
Significant Role ◽  
Service Sector ◽  
Developing Economies ◽  
Quality Service ◽  
Quality Model ◽  
Training Institute ◽  
Maximum Expectation

SERVQUAL (Service Quality) model is being used to measure the service quality in almost every service sector globally. However, little research exists on its usage in evaluating the performance of the training sector despite its significant role in many developing economies. This article examines the performance of a very reputed training institute in India using SERVQUAL instrument. The first objective of the study was to check whether the customers were satisfied with the service of the institute. The second objective was to measure the gap between perception and expectations. Two expectation levels of the customers were studied – adequate (or minimum) and desirable (or maximum). The result of this study suggests that the training institute surpassed the minimum expectation level of its customers but fell short of the maximum expectation levels. The key dimension where the institute is lacking in terms of providing quality service is “assurance” and therefore the institute needs to revisit and improve the items considered under this dimension.

TANGGAPAN WAJIB PAJAK TERHADAP KUALITAS PELAYANAN DILIHAT DARI TINGKAT KEPENTINGAN DAN KINERJA PADA KANTOR PELAYANAN PAJAK KOTA BOGOR

2018 ◽  
Vol 2 (01) ◽  
pp. 14
Author(s):  
Eddy Supardi
Keyword(s):  
Performance Analysis ◽  
Service Quality ◽  
Descriptive Analysis ◽  
Good Work ◽  
Satisfaction Level ◽  
Quality Service ◽  
Analysis Method ◽  
And Performance ◽  
Personal Tax

The Tax Payer obidience in fulfiling their taxation obligation will be influenced a lot by the satisfaction level toward the service fiscus. The aim of this observation is to know the response of Tax Payer toward service quality through importance and performance. The population which become the object of this observation is the personal Tax Payer registered in Bogor Tax Service Office and the number of respondents taken as the sample are 100 respondents with Slovin formula. The analysis method used is descriptive analysis and importance-performance analysis.   The result of this observation will be able to be used as one of the input to Bogor Tax Service Office in improving the quality service and for the following observation, especially those who take the same object as the observation in order to improve the quality service to the Tax Payer based on the service of its working way which is felt less. Otherwise it is important for The Tax Payer, maintaining the good work or balancing the service quality based on the working way which is evaluated less important by The Taxe Payer, but has been done reasonably well or very well by The Service Office

We're So Bad It's Funny - Effects of Using Humour in the Marketing Communication of Low-Quality Service Providers

2020 ◽  
Vol 4 (2-3) ◽  
pp. 84-99
Author(s):  
Ilias Danatzis ◽  
Jana Möller ◽  
Christine Mathies
Keyword(s):  
Service Quality ◽  
Service Providers ◽  
Purchase Intentions ◽  
Service Performance ◽  
Superior Performance ◽  
Service Research ◽  
Marketing Communication ◽  
Quality Service ◽  
Customer Expectations ◽  
Service Outcomes

Low-quality service providers who are unable or unwilling to compete through superior performance increasingly use humour in their marketing communication to generate positive service outcomes. Yet it remains unclear whether using humour to communicate poor service quality is indeed effective. Based on an online experiment in the context of budget hotels, this study finds that using humour to deliberately communicate poor service quality leads to higher purchase intentions and service quality evaluations by reducing both technical and functional service quality expectations. Theoretically, this study extends humour and service research by providing first empirical evidence for the viability of using humour as an effective tool for leveraging customer expectations of service quality rather than improving service performance. Managerially, these insights highlight how reducing customer expectations is an alternative strategy for attracting new customers and for achieving superior quality evaluations.

Managerial Implications of Student Activity Information System Implementation at Faculty of Business and Management

2020 ◽  
Vol 5 (1) ◽  
pp. 41
Author(s):  
Norshima Humadi ◽  
Muhamad Sukor Jaafar ◽  
Melissa Shahrom ◽  
Siti Halijjah Shariff
Keyword(s):  
Information System ◽  
Service Quality ◽  
Student Satisfaction ◽  
Direct Effect ◽  
Quality Model ◽  
Application Process ◽  
Student Activity ◽  
Managerial Implications ◽  
Business And Management ◽  
Activity Information

Faculty of Business and Management – Student Activity Information System (FBM-SAIS) was developed with an aim to manage the student activity application process effectively through the Internet. This study was conducted to determine the managerial implications of FBM-SAIS implementation to FBM, UiTM Selangor by focusing on the manpower and financial impact, as well as to determine the direct effect of SAIS Service Quality on SAIS student satisfaction. This study proposed SAIS ServiceQuality as a higher-order factor in order to determine a direct effect of SAIS Service Quality on student satisfaction towards SAIS implementation. Interviews were conducted to identify the managerial implications of student activity application process before and after SAIS implementation. Meanwhile, the quantitative data was gathered from 94 SAIS users who were FBM students through e-survey and was analyzed by using SmartPLS 3.0. The interview results showed that the implementation of SAIS did have an impact on the Faculty, such as increasing staff productivity and reducing costs. Moreover, the PLS-SEM analysis results showed that SAIS Service Quality positively influenced student satisfaction towards FBMSAIS implementation. This study provides an empirical validation of the SAIS Service Quality Model in the context of Higher Education.

PERBANDINGAN KUALITAS PELAYANAN ANTARA PERPUSTAKAAN PROVINSI KEPRI DENGAN KOTA TANJUNG PINANG

2017 ◽  
Vol 2 (3) ◽  
pp. 288
Author(s):  
Dimas Satriadi
Keyword(s):  
Service Quality ◽  
Public Service ◽  
Quantitative Methods ◽  
Quality Service ◽  
Data Collecting ◽  
Service Institution ◽  
Better Than

<p><em>The quality of public service is an important and it must have bye the each public service institution. Includes the library as a public service institution giving service for the all visitors. This research aims to know the comparisation of Kepri Province Libraries quality service  and Tanjungpinang City Libraries quality service. The method used in this research is quantitative methods with questionnaire to 40 responden as samples. This questionnaire as an data collecting instruments. These results indicate the quality of two libraries is good. But, if they compared the service quality of  Province Kepri  Libraries is better than  Tanjungpinang City Libraries. This look from average scored  results is 152,61 points  for Kepri Province Libraries, and 150,66 points for Tanjungpinang City Libraries, in the good categories</em></p><p>Kualitas pelayanan publik merupakan hal yang penting dan harus dimiliki oleh masing-masing lembaga pelayanan publik. Termasuk perpustakaan sebagai lembaga pelayanan publik yang memberikan pelayanan kepada semua pengunjung. Penelitian ini bertujuan untuk mengetahui perbandingan kualitas layanan Perpustakaan Provinsi Kepri dan kualitas pelayanan Perpustakaan Kota Tanjungpinang. Metode yang digunakan dalam penelitian ini adalah metode kuantitatif dengan 40 responden sebagai sampel. Kuesioner ini sebagai alat pengumpul data. Hasil penelitian ini menunjukkan kualitas kedua perpustakaan suda bagus. Tapi jika dibandingkan kualitas pelayanan Perpustakaan Provinsi Kepri lebih baik dari pada Perpustakaan Kota Tanjungpinang. Hasil dari hasil rata-rata ini adalah 152,61 poin untuk Perpustakaan Kepri Province, dan 150,66 poin untuk Perpustakaan Kota Tanjungpinang, dalam kategori baik.</p><p><em><br /></em></p>

scholarly journals A New Application-Aware No-Reference Quality Assessment Method for IP Voice Services

2021 ◽  
Vol 29 (3) ◽  
Author(s):  
Péter Orosz ◽  
Tamás Tóthfalusi
Keyword(s):  
Service Quality ◽  
Performance Metrics ◽  
Assessment Method ◽  
Reference Source ◽  
User Privacy ◽  
Quality Model ◽  
Estimation Model ◽  
Full Reference ◽  
Reference Quality ◽  
The Voice

AbstractThe increasing number of Voice over LTE deployments and IP-based voice services raise the demand for their user-centric service quality monitoring. This domain’s leading challenge is measuring user experience quality reliably without performing subjective assessments or applying the standard full-reference objective models. While the former is time- and resource-consuming and primarily executed ad-hoc, the latter depends upon a reference source and processes the voice payload that may offend user privacy. This paper presents a packet-level measurement method (introducing a novel metric set) to objectively assess network and service quality online. It is accomplished without inspecting the voice payload and needing the reference voice sample. The proposal has three contributions: (i) our method focuses on the timeliness of the media traffic. It introduces new performance metrics that describe and measure the service’s time-domain behavior from the voice application viewpoint. (ii) Based on the proposed metrics, we also present a no-reference Quality of Experience (QoE) estimation model. (iii) Additionally, we propose a new method to identify the pace of the speech (slow or dynamic) as long as voice activity detection (VAD) is present between the endpoints. This identification supports the introduced quality model to estimate the perceived quality with higher accuracy. The performance of the proposed model is validated against a full-reference voice quality estimation model called AQuA, using real VoIP traffic (originated in assorted voice samples) in controlled transmission scenarios.

Analisis Pengaruh System Quality, Information Quality, Service Quality Terhadap Net Benefit Pada SI-PMB

2021 ◽  
Vol 10 (2) ◽  
pp. 259-263
Author(s):  
Agustinus Suradi ◽  
Marina Windarti ◽  
Syams Kurnaiawan Hidayat
Keyword(s):  
Service Quality ◽  
Information Quality ◽  
Partial Least Square ◽  
Least Square ◽  
Quality Information ◽  
Quality Service ◽  
System Quality ◽  
Net Benefit ◽  
Is Success

Strategi pengembangan sistem informasi perlu dievaluasi untuk mendukung keberhasilan dan kualitas layanan sistem informasi penerimaan mahasiswa baru. Ada ketidakpuasan pengguna SI-PMB dalam mendapatkan informasi yang mereka inginkan. Tujuan dari penelitian ini adalah untuk mengetahui pengaruh kualitas informasi, kualitas sistem, kualitas layanan terhadap manfaat bersih SI-PMB. Model DeLone McLean IS Success digunakan dalam penelitian ini, dengan komponen variabel: kualitas informasi, kualitas sistem dan kualitas layanan. Analisis data menggunakan model struktural dengan alat analisis Partial Least Square. Hasil penelitian ini menunjukkan bahwa tidak terdapat hubungan yang positif dan signifikan antara variabel kualitas informasi dengan kepuasan pengguna nilai statistik T sebesar 0,426. Ada hubungan yang positif dan signifikan antara variabel kualitas sistem dan kepuasan pengguna dengan statistik T 3,103. Terdapat hubungan yang positif dan signifikan antara variabel kualitas pelayanan dengan kepuasan pengguna, nilai T statistic sebesar 2,604. Hubungan antara variabel kepuasan pengguna dan manfaat bersih, nilai statistik t sebesar 9,294 menyatakan bahwa terdapat hubungan yang positif dan signifikan antara variabel kepuasan pengguna dengan manfaat bersih.

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