scholarly journals Kepuasan Mahasiswa Tunanetra terhadap Layanan Difabel Corner di Perpustakaan UIN Sunan Kalijaga

INKLUSI ◽  
2017 ◽  
Vol 4 (2) ◽  
pp. 239
Author(s):  
Rinawati Rinawati ◽  
Elizabeth Sri Lestari ◽  
Albertoes Pramoekti Narendra
Keyword(s):  
Service Quality ◽  
User Satisfaction ◽  
The State ◽  
Average Score ◽  
Success Indicators ◽  
The Relationship ◽  
Year 2013 ◽  
Blind Students

User satisfaction is one of success indicators of a library in providing service to users. This research is intended to investigate the user satisfaction on the service quality of Difabel Corner (DC) in the State Islamic University Sunan Kalijaga Yogyakarta Library. Respondents of the study were 24 students, all blind students from the year 2013 to 2016. The results show that the most contributive variable to user satisfaction is the affect of the service with an average score of 3.65. The ease of navigation is the most contributive dimension to the user satisfaction with an average score of 4.16. The average score of all variables is 3.47, which means that DC service provided by the State Islamic University Sunan Kalijaga Yogyakarta Library is perceived to be good and satisfying. Meanwhile the average score depicting the relationship between service quality and user satisfaction is 43.6, which is in a strong category.[Kepuasan pemustaka merupakan tolok ukur keberhasilan sebuah perpustakaan dalam memberikan pelayanan kepada pemustaka. Penelitian ini bertujuan untuk mengetahui tingkat kepuasan pemustaka dan besar hubungannya terhadap kualitas layanan Difabel Corner (DC) di Perpustakaan UIN Sunan Kalijaga Yogyakarta yang dikaji dengan menggunakan 3 variabel layanan dan 14 dimensi layanan. Metode yang digunakan adalah deskriptif kuantitatif, dan data dikumpulkan observasi, studi pustaka, angket, wawancara, dan dokumentasi. Populasi yang digunakan adalah semua mahasiswa tunanetra angkatan 2013-2016 sejumlah 24 orang. Variabel yang paling berkontribusi terhadap kepuasan mahasiswa adalah kinerja petugas dalam melayani (service of affect) dengan skor rata-rata 3,65, sementara dimensi yang paling berkontribusi adalah kemudahan akses (ease of navigation) dengan skor rata-rata 4,16. Nilai rata-rata semua variabel adalah 3,47, yang menunjukkan layanan DC Perpustakaan UIN Sunan Kalijaga Yogyakarta dirasakan sudah baik dan memuaskan. Sementara hubungan kualitas layanan dengan kepuasan pemustaka adalah 43,6 yang masuk pada kategori yang kuat.]

scholarly journals PERSEPSI PELANGGAN TERHADAP KUALITAS PELAYANAN PUBLIK PERUSAHAAN LISTRIK NEGARA (PLN) UNIT PELAYANAN DAN JARINGAN (UPJ) BEKASI KOTA

2016 ◽  
Vol 6 (2) ◽  
Author(s):  
Dahlia Dessianyanthi ◽  
Aida Vitayala S. Hubeis
Keyword(s):  
Public Service ◽  
Public Services ◽  
Education Level ◽  
The State ◽  
Average Score ◽  
Business World ◽  
Profit Center ◽  
Customer Services ◽  
The Relationship

Public service is one form of the state apparatus functions as a public servant as well as a<br />servant of the state. Seeing an increasingly competitive business world today, the company that<br />provide public service need to change their customer services into a profit center. The quality of<br />service provides an important link between the company and customers, also can help to push the<br />company to achieve their goals and give positive image. Company's image depends on how the<br />company give their services to the customer. Companies are required to constantly monitor public<br />perceptions or opinions about the company, through its institutional functions of Public Relation (PR).<br />The purpose of this research is to analyze the customer's perception of the quality of public services at<br />PLN UPJ Bekasi Kota, and the relationship between the internal and external factors with the<br />customer's perception of public services at PLN UPJ Bekasi Kota. The results of this research show<br />the customer’s perception on the quality of public services at PLN UPJ Bekasi Kota is good with the<br />average score equal to 3.86. Correlation test showed that there are five significant correlation, which<br />is the relationship between education level and assurance, education level and responsiveness,<br />education level and tangibles, income level and tangibles, and the frequency of respondents calling<br />and responsiveness.<br />Keywords: Public Service, Quality of Service, PLN

scholarly journals KUALITAS PELAYANAN JASA KEAGENAN KAPAL DAN KOMUNIKASI INTERPERSONAL PADA PERUSAHAAN PELAYARAN

2017 ◽  
Vol 3 (2) ◽  
pp. 217
Author(s):  
Anton Pangihutan ◽  
Muhammad Thamrin ◽  
Asep Suparman
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Interpersonal Communication ◽  
User Satisfaction ◽  
Quantitative Methods ◽  
Coefficient Of Determination ◽  
Relationship Of ◽  
The Relationship

The study aimed to analyze the relationship of services quality of ship agency, interpersonal communication with user satisfaction in PT Buana Listya Tama, both partially and simultaneously. The research uses quantitative methods by doing survey, and the data were analyzed using correlation and regression. The results show that the variables of interpersonal communication and service quality have a significant relationship either partially or simultaneously with customer satisfaction. Variable quality of service has a positive and significant correlation with t value of 4.905 and greater than t table of 1.998 so that Ho is rejected and Ha is accepted. Interpersonal communication variables also has a positive correlation with customer satisfaction with the value of tcount equals to 6,108 and greater than t table of 1.998 so that Ho is rejected and Ha is accepted. Through the F test it is found that the quality of service and interpersonal communication are simultaneously correlated with satisfaction where the F count is larger than F table (90.839> 2.75) so that Ho is rejected and Ha is accepted. The coefficient of determination (R Square) between variables is 0.749 or 74.9%. The amount of the contribution of service quality and interpersonal communication on customer satisfaction is 74.9%, whereas 25.1% influenced by other factors not examined.

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

ISO 9001 and the public service: an investigation of the effect of the QMS on the quality of public service organizations

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Jorge Armando López-Lemus
Keyword(s):  
Public Sector ◽  
Service Quality ◽  
Public Service ◽  
Public Services ◽  
The State ◽  
Iso 9001 ◽  
Knowledge Generation ◽  
Content Type ◽  
The Public

Purpose The purpose of this paper is to identify the influence exerted by a quality management system (QMS) under ISO 9001: 2015 on the quality of public services organizations in Mexico. Design/methodology/approach The methodological design was quantitative, explanatory, observational and transversal, for which a sample of 461 public servants from the state of Guanajuato, Mexico was obtained. To test the hypotheses, a structural equation model (SEM) was developed through the statistical software Amos v.21. For the analysis of the data, software SPSS v.21 was used. Regarding the goodness and adjustment indices of the SEM (χ2 = 720.09, df = 320, CFI = 0.933, TLI = 0.926 and RMSEA = 0.05) which, therefore, proved to be acceptable. Findings According to the results obtained through the SEM model, the QMS under ISO 9001: 2015 is positively and significantly influenced tangible aspects (β1 = 0.79, p < 0.01), reliability (β2 = 0.90, p < 0.01), related to response quality (β3 = 0.93, p < 0.01), guarantees (β4 = 0.91, p < 0.01) and empathy (β5 = 0.88, p < 0.01) of the quality related to public services in Mexico. The study’s key contribution is that it discovered that implementing a QMS in accordance with the ISO 9001: 2015 standard has an impact on the quality of public services, with the most influential quality of response. Similarly, the assurance and dependability of service quality turned out to be important in providing public service quality. Research limitations/implications In this paper, the QMS was only evaluated as a variable that intervenes in the process of obtaining quality in public service under the ISO 9001 standard in its 2015 version. In this regard, the results’ trustworthiness is limited to the extent that the findings may be generalized in the state of Guanajuato, Mexico’s public service. As a result, the scientific community is left primarily focused on service quality to promote new future research. Practical implications The ISO 9001: 2015 standard’s QMS is one of the tools for success in both the commercial and government sectors. However, there are practical limitations, which focus on the time during which managers exercise their vision in the public sector: first, the dynamics that managers play in public policy; second, the length of time they have served in public office; and third, the interest of directors of public institutions to improve the quality of service provided by the government. Other practical consequences concern organizational culture and identity, public servant commitment, senior management or secretaries of government, as well as work and training. Originality/value The findings of this paper are important and valuable because they foster knowledge generation in the public sector through the ISO 9000 quality area. A model that permits the adoption and implementation of a QMS based on the ISO 9001: 2015 standard in public organizations that seek to provide quality in their services offered to the user is also presented to the literature. Similarly, the paper is important because there is currently insufficient research focusing on the variables examined in the context of public service in Mexico.

Persepsi Kreditur dan PPAT Terhadap Kualitas Layanan Hak Tanggungan Terintegrasi Secara Elektronik

Tunas Agraria ◽  
2020 ◽  
Vol 3 (3) ◽  
Author(s):  
I Made Dwi Gunarta ◽  
Akur Nurasa ◽  
Sukmo Pinuji
Keyword(s):  
Service Quality ◽  
User Satisfaction ◽  
Service User ◽  
Service Users ◽  
User Perception ◽  
Excellent Service ◽  
Efficiency And Effectiveness ◽  
Citizen Support

The success of the Badung Regency Land Office in issuing HT-el Certificate, the first in Indonesia cannot be separated from the support of the Creditors and PPAT as the main users of HT-el Services. This innovation is an effort to realize the digitalization of services and overcome various existing weaknesses. Creditors and PPAT as the main users are important instruments in providing an overview of HT-el service quality, because basically the success of an organization in providing a service depends on how well the perception of service users will reflect the level of user satisfaction and the profitability of the organization. HT-el Service User Perception (Creditor and PPAT) assessed using the e- Govqual Method illustrates that the Quality of HT-el Services at the Badung District Land Office is very good, this is evidenced by positive responses to the Efficiency, Trust and Realibility as well as Citizen Support. This is an effort to create excellent service in the land sector based on the principles of efficiency and effectiveness in implementing activities.

Information Systems Service Quality, Zone of Tolerance, and User Satisfaction

2012 ◽  
Vol 24 (2) ◽  
pp. 50-73 ◽  
Author(s):  
Narasimhaiah Gorla
Keyword(s):  
Service Quality ◽  
User Satisfaction ◽  
Service Performance ◽  
Perceived Service Quality ◽  
System Service ◽  
Research User ◽  
Zone Of Tolerance ◽  
Service Expectations ◽  
Service Expectation ◽  
The Relationship

Information system service quality has been a very important theme in both IS practice and research. User service expectations affect perceived service quality and user satisfaction. The objectives of this research are to i) to explore the relationship between perceived IS service quality and user satisfaction across the three regions of zone of tolerance (ZOT) and ii) to validate the associations between service expectations (adequate service and desired service) and service performance. The analysis of the data obtained from 193 IS users revealed a positive and significant association between perceived service quality and user satisfaction across the service zones and service dimensions with stronger associations in the acceptable service zone and weaker associations in the inadequate and superior service zones. Thus, the results demonstrate that the relationship between IS service quality and user satisfaction is affected by ZOT. It is found that the desired service expectation measure is more strongly related to service performance compared to the adequate service expectation measure. It is also observed that irrespective of the ZOT, the service dimension that contributes most to service performance is assurance. Tangibles have the widest ZOT and assurance has the narrowest ZOT compared to most other service dimensions. The author discusses the implications of the present study for both research and practice.

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 Budget performance indicators: theoretical and practical aspects

2021 ◽  
Vol 2021 (1) ◽  
pp. 46-63
Author(s):  
Serhii YUSHKO ◽  
Keyword(s):  
Budget Deficit ◽  
The State ◽  
Planning System ◽  
Budget Management ◽  
Budget Planning ◽  
Absolute Value ◽  
Before And After ◽  
The Relationship ◽  
Budget Execution

The article examines the indicators on the basis of which the budget execution in Ukraine is assessed. Budget revenues and expenditures are characterized. The paper demonstrates the features of calculating the budget deficit (surplus) in Ukraine before and after 2004 year, emphasizing that despite the special place of this indicator in the budget planning system, for various reasons for a number of years there was neglect of current regulations legislation and world experience in budget deficit management. It is emphasized the imperfection of the budget deficit indicator due to its inherent shortcomings, concluding that the absolute value of the budget deficit is important in connection with another indicator – budget financing. The components of budget financing are named and characterized. It was found that the most important role in the context of balancing the main budget of the state belongs to debt operations. It is demonstrated the relationship between indicators of budget deficit and financing (their modular values are the same), revenues and expenditures (identical provided the balances at the beginning and end of the reporting period), net borrowing and the amount of public debt (the value of the latter increases / decreases by the amount net borrowing). The examples of specific budget years demonstrate the facts of exceeding the total amount of funding (budget deficit) by net borrowings of the state; the conclusion about the significance of the indicator of net borrowings in assessing the state of public finances is drawn; the need for further search for ways to improve the quality of budget management, thoughtful borrowing planning, the implementation of active budget operations with securities is stressed.

Sign in / Sign up

Export Citation Format

Share Document