scholarly journals KEPUASAN PELANGGAN PO ROSALIA INDAH MENGGUNAKAN IMPORTANCE PERFORMANCE COMPETITOR ANALYSIS (IPCA)

2019 ◽  
Vol 14 (2) ◽  
pp. 63
Author(s):  
Nia Budi Puspitasari ◽  
Susatyo Nugroho Widyo Pramono ◽  
Yoana Ellen Pertiwi
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Data Processing ◽  
Quality Service ◽  
Competitor Analysis ◽  
Customer Dissatisfaction ◽  
Bus Services ◽  
Urgent Action ◽  
Group Technique

Persaingan yang ketat antara perusahaan dalam pelayanan bus antar kota antar provinsi membutuhkan perbaikan pelayanan kualitas untuk mempertahankan pelanggan. Adanya ketidakpuasan pelanggan terhadap fasilitas dan layanan yang diberikan oleh PO Rosalia Indah menjadi suatu permasalahan yang harus diperbaiki sehingga dengan menerapkan metode ini dapat meningkatkan kualitas pelayanan PO Rosalia Indah dan loyalitas penumpang. Penelitian ini bertujuan untuk menganalisa kepuasan pelanggan PO Rosalia Indah dengan mempertimbangkan keberadaan pesaingnya yaitu PO Pahala Kencana dan memberikan rekomendasi perbaikan terhadap atribut fasilitas yang menjadi prioritas perbaikan. Penelitian ini menggunakan metode Importance Performance Competitor Analysis (IPCA). Pengambilan data dilakukan terhadap dua kelompok responden yaitu responden PO Rosalia Indah dan responden PO Pahala Kencana. Penelitian ini mengukur tingkat pelayanan kualitas berdasarkan 3 dimensi yaitu kendaraan (15 butir pernyataan), sopir dan kru (8 butir pernyataan) dan manajemen (13 butir pernyataan). Berdasarkan hasil pengolahan data dengan IPCA didapatkan bahwa terdapat 21 butir pernyataan yang masuk dalam kuadran Urgent Action dan memerlukan perbaikan. Rekomendasi perbaikan dilakukan dengan metode Numerical Group Technique (NGT) yang berasal dari lima ahli yang mengerti dalam bidang transportasi bus.Abstract[The Customer Satisfaction of PO Rosalia Indah using Importance Performance Competitor Analysis (IPCA)] The intense competition between companies in intercity bus services between provinces requires the improvement of quality services to retain customers. The existence of customer dissatisfaction with the facilities and services provided by PO Rosalia Indah becomes a problem that must be improved so that by applying this method can improve the quality of service Rosalia Indah PO and passenger loyalty. This research aims to analyze customer satisfaction of PO Rosalia Indah by considering the existence of its competitor that is PO Pahala Kencana and give recommendation improvement to the facility attribute which become the priority of improving. This research uses Importance Performance Competitor Analysis (IPCA) method. The data were collected from two groups of respondents namely PO Rosalia Indah and respondent’s PO Pahala Kencana. This study measures the level of quality service based on 3 dimensions of the vehicle (15 points statement), driver and crew (8 points statement) and management (13 points statement). Based on the results of data processing with IPCA found that there are 21 items of statements that enter the Urgent Action quadrant and require improvement. The improvement recommendation was made by Numerical Group Technique (NGT) method which is derived from five experts who understand in the bus transportation field.Keywords: customer satisfaction; numerical group technique; IPCA

Analisis Hubungan Antara Kualitas Layanan Dengan Kepuasan Dan Loyalitas Mahasiswa Di PTS “X”

2017 ◽  
Vol 4 (2) ◽  
pp. 158-168
Author(s):  
Sofiati Sofiati
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Empirical Evidence ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Positive Relationship ◽  
Research Question ◽  
Management Program ◽  
Quality Service

The objective of this study is to test the relationship beetween quality service with customer satisfaction and loyalty .The subject matter we addressed three research questions. The first was: is quality quality service positif relatonship with customer satisfaction? The second research question addressed was: is customer satisfaction positif relationship with customer loyalty?Our the third research question was: is quality service positif directly with customer loyalty? Quality service is measured with SERVQUAL in five dimensions: tangibles, reability, responsiveness,assurance, and empathy.The population covers 800 students PTS “X”, while the taken sample was 210 students PTS “X”. The sample that used in this study is master of management student in management program and accounting program in PTS “X”. The data were analyzed by using Structural Equation Modelling (SEM). Empirical evidence supports the first hypothesis that the quality of service (Service Quality) consisting of; physical evidence, reliability, responsiveness, assurance, and empathy have a significant positive relationship with satisfaction. With the increasing quality of service provided by the management of PTS “X” then will also increase student satisfaction. Empirical evidence does not support the two hypothesis that Satisfaction has a positive relationship with Loyalty. This conclusion means that students who feel satisfaction does not necessarily have a sense of loyalty to the alma mater. Empirical evidence does not support the three hypothesis that states Quality has a positive relationship with Loyalty. This conclusion means that to increase customer loyalty, it is not enough to only pay attention to the quality of services, but more important is to increase customer satisfaction.

scholarly journals ANALISIS HUBUNGAN ANTARA KUALITAS LAYANAN DENGAN KEPUASAN DAN LOYALITAS MAHASISWA DI PTS “X”

2017 ◽  
Vol 4 (2) ◽  
pp. 158-168
Author(s):  
Sofiati Sofiati
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Empirical Evidence ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Positive Relationship ◽  
Research Question ◽  
Management Program ◽  
Quality Service

The objective of this study is to test the relationship beetween quality service with customer satisfaction and loyalty .The subject matter we addressed three research questions. The first was: is quality quality service positif relatonship with customer satisfaction? The second research question addressed was: is customer satisfaction positif relationship with customer loyalty?Our the third research question was: is quality service positif directly with customer loyalty? Quality service is measured with SERVQUAL in five dimensions: tangibles, reability, responsiveness,assurance, and empathy.The population covers 800 students PTS “X”, while the taken sample was 210 students PTS “X”. The sample that used in this study is master of management student in management program and accounting program in PTS “X”. The data were analyzed by using Structural Equation Modelling (SEM). Empirical evidence supports the first hypothesis that the quality of service (Service Quality) consisting of; physical evidence, reliability, responsiveness, assurance, and empathy have a significant positive relationship with satisfaction. With the increasing quality of service provided by the management of PTS “X” then will also increase student satisfaction. Empirical evidence does not support the two hypothesis that Satisfaction has a positive relationship with Loyalty. This conclusion means that students who feel satisfaction does not necessarily have a sense of loyalty to the alma mater. Empirical evidence does not support the three hypothesis that states Quality has a positive relationship with Loyalty. This conclusion means that to increase customer loyalty, it is not enough to only pay attention to the quality of services, but more important is to increase customer satisfaction.

scholarly journals PENGARUH KUALITAS PELAYANAN, HARGA DAN KEPUASAN TERHADAP LOYALITAS PASIEN (Studi Kasus Pada Pasien Rawat Jalan Rumah Sakit Premier Bintaro)

2017 ◽  
Vol 13 (1) ◽  
pp. 1-9
Author(s):  
Nurmin Arianto
Keyword(s):  
Quality Of Service ◽  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Reliability Test ◽  
Quality Service ◽  
Service Oriented ◽  
Customer Satisfaction And Loyalty

The needs of service quality hospital intensified as the improvement of the economy and the degree of community health by the Hospital Premier Bintaro must be able to provide quality service oriented to the achievement of customer satisfaction of patients who will eventually cause patients who are loyal. This research aims to find out the influence of the service quality, price and customer satisfaction and loyalty patients. Samples in detail is 100 patients outpatients. Analysis of the data used a validity test and reliability test, classical assumptions, double linear regression, determination coefficient and testing the hypothesis. The research results obtained that the service quality, price and customer satisfaction have impact on customer loyalty good patients partially or simultanously. And to improve the quality of service then increased more focused in terms of reliability and assurance, to increase the value of the offered prices and review more focused at affordable prices and the suitability of the price with the benefits and facilities and improve customer satisfaction patients more focused to the comfort and security of patients so that patients really feel satisfied and loyal to the hospital.Kebutuhan akan layanan rumah sakit bermutu semakin meningkat seiring membaiknya perekonomian dan derajat kesehatan masyarakat oleh maka dari itu Rumah Sakit Premier Bintaro harus dapat memberikan pelayanan yang berkualitas berorientasi pada tercapainya kepuasan pasien yang akhirnya akan menyebabkan pasien yang loyal. Penelitian ini bertujuan untuk mengetahui pengaruh kualitas pelayanan, harga dan kepuasan terhadap loyalitas pasien.Sampel yang di teliti adalah 100 pasien rawat jalan. Analisis data yang digunakan uji validitas dan reliabilitas, uji asumsi klasik,regresi linear berganda, koefisien determinasi dan pengujian hipotesis. Hasil penelitian diperoleh bahwa kualitas pelayanan, harga dan kepuasan memiliki pengaruh terhadap loyalitas pasien baik secara parsial maupun simultan. Dan untuk meningkatkan kualitas pelayanan maka peningkatan lebih difokuskan dalam hal reliability dan assurance, untuk meningkatkan nilai harga yang ditawarkan maka pengkajian ulang lebih difokuskan keterjangkauan harga serta kesesuaian harga dengan manfaat dan fasilitas dan  meningkatan kepuasan pasienlebih difokuskan kepada kenyamanan dan keamanan terhadap pasienagar pasien benar-benar merasa puas danloyal terhadap rumah sakit.  

scholarly journals Calidad del servicio como generador de valor en microempresas: Caso La Jiribilla

ECA Sinergia ◽  
2019 ◽  
Vol 10 (3) ◽  
pp. 85
Author(s):  
Miguelina Del Carmen Jiménez Chan ◽  
José Luis Hernández Juárez ◽  
Ana Laura Luna Jiménez
Keyword(s):  
Quality Assurance ◽  
Quality Of Service ◽  
Customer Satisfaction ◽  
Business Administration ◽  
Quality Assurance System ◽  
Quality Service ◽  
Key Factors ◽  
Assurance System ◽  
Palabras Clave

  El objetivo de esta investigación fue evaluar la percepción calidad del servicio al cliente en el restaurant La Jiribilla. Se utilizó el instrumento propuesto en el modelo DinerServ. Se entrevistaron a 100 clientes de la empresa. Los clientes de La Jiribilla evaluaron en términos generales positivamente al negocio, sin embargo, existen deficiencias que es necesario subsanar por la administración del negocio. Los datos obtenidos en el análisis factorial confirman que no todas las dimensiones que evalúa el modelo Dinerserv poseen la misma importancia a la hora de explicar la satisfacción del cliente. Los hallazgos muestran seis factores clave en la calidad del servicio. Estos son elementos intangibles relacionados principalmente con el servicio que ofrece el personal incluyendo elementos como el trato, atención personalizada, calidez, experiencia y compromiso. Se concluye que este análisis es un primer paso para que en un futuro se implemente en la empresa un sistema de aseguramiento de la calidad.   Palabras clave: calidad del servicio, satisfacción del cliente, Diner Serv, restaurante, microempresa.   ABSTRACT The aim of this research is check the perception the quality service in La Jiribilla restaurant. The DinerServ instrument was applied. It interviewed 100 clients of the company. The clients evaluated the business in a positive way, however there are deficiencies that need corrected by the business administration. The data obtained in the factorial analysis confirm that not all the dimensions evaluated by the Dinerserv model have the same importance when explaining customer satisfaction. The findings show six key factors in the quality the service. The findings show six key factors in the quality the service. They are intangible elements related mainly to the service offered by the staff such as treatment, personalized attention, warmth, experience and commitment. In conclusion, this analysis is a first step for a quality assurance system in the company in the future.   Key words: quality of service, customer satisfaction, Diner Serv, restaurant, microenterprise.

Measuring Quality of Service for Real Time Gross Settlement (RTGS) gen 2 Application by Telkomsigma using SERVQUAL

2019 ◽  
Vol 3 (1) ◽  
pp. 30-37
Author(s):  
Rosmawati Dwi
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Real Time ◽  
Quality Service ◽  
Major Aspect ◽  
Customer Expectations ◽  
Service Company ◽  
Research Analysis

A service based company has to realize that quality of service and customer satisfaction is a major aspect of the continuity of company’s business. It is important for a service company to maintain the satisfaction of their customer. To measure quality service of company like Telkomsigma as one of service based company, we use SERVQUAL. SERVQUAL as an effective and proven approach use to analyze the gaps between customer expectations with the perceptions that indicate the customer satisfaction of Telkomsigma’s services especially in Real Time Gross Settlement (RTGS) gen 2. From the research analysis below, we get 92.67 % of SERVQUAL percentage, which means the satisfactory of RTGS gen 2 is very hi gh.

scholarly journals Perencanaan Peningkatan Kualitas Jasa Pelayanan Perpustakaan Dengan Metode Rekayasa Nilai

2010 ◽  
Vol 1 (2) ◽  
pp. 91
Author(s):  
Dyah Retno P
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Human Resources ◽  
Human Resources Management ◽  
Value Engineering ◽  
Quality Service ◽  
Initial Value ◽  
Resources Management ◽  
Initial Design

A quality of service in UPT. Centre Library Muhammadiyah University of Malang especially in user devision and human resources management division is one of most used division which is complaint by users and need to increase of quality to satisfy users. Value engineering is a method which solue this problem to increase the quality service with keeping the rule of customer satisfaction. Based on the analysis with implement value engineering can be found the initial value design about I and advised design about 1.045 in other hand the initial design performance give about 45,799 and advised design about 51,488. It means that there is an increasing 4.5 % of value and 12,421 % of performance.

scholarly journals Satisfacción/insatisfacción, resultante al evaluar la calidad del servicio en restaurantes de Saltillo, Coahuila

2019 ◽  
Vol 3 (2) ◽  
pp. 74-84
Author(s):  
Juana María Saucedo Soto ◽  
Alicia Hernández Bonilla ◽  
Juan Bernardo Amezcua Núñez ◽  
Alicia del Socorro De la Peña de León
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Research Work ◽  
Quality Service ◽  
Work Style ◽  
The One ◽  
The City

El objetivo de este trabajo de investigación es medir el grado de satisfacción de los clientes respecto a la calidad del servicio de los restaurantes PyMES en la ciudad de Saltillo Coahuila. Ofrecer servicio de calidad debe ser una filosofía de trabajo, no un estilo de trabajo. La investigación es de carácter descriptivo y exploratorio con una muestra de 342 personas. Se validó instrumento de 22 ítems. Los resultados arrojan que los clientes sienten que se les brinda un servicio de calidad cuando perciben una apariencia pulcra en los empleados, también cuando existe amplia disposición por responder a sus inquietudes y darles adecuada y pronta solución. Se encontró que el constructo más valorado por los clientes es el referente a la fiabilidad. AbstractThe objective of this research work is to measure the degree of customer satisfaction with the quality of service of SME Restaurants in the city of Saltillo Coahuila. Providing quality service should be a work philosophy, not a work style. The research is descriptive and exploratory with a sample of 342 people. 22-item instrument was validated. The results show that customers feel that they are provided with quality service when they perceive a neat appearance in employees, even when there is wide willingness to respond to their concerns and give them adequate and prompt resolution. It was found that the most valued construct by customers is the one related to reliability.

scholarly journals MENINGKATKAN MUTU PELAYANAN DALAM USAHA MENGHIMPUN DANA MASYARAKAT (TABUNGAN) PADA PT. BANK PERKREDITAN RAKYAT PRIMA MULIA ANUGRAH CABANG PADANG

2019 ◽  
Author(s):  
Rido Yuvendri ◽  
Romi Susanto
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Interest Rates ◽  
Quality Service ◽  
Promotion Strategy ◽  
Public Funds ◽  
Service Strategy

The purpose of this study is to know and understand how the quality of service in an effort to raise funds Society (Savings) at PT. Bank Perkreditan Rakyat Prima Mulia Anugrah Cabang Padang. Quality of service focus on customer satisfaction in fulfillment of desire and requirement to reach the expectation of Customer. the quality of service is an important matter in the business of raising funds Society (Savings). At PT. BPR PMA Cabang Padang quality service strategy in the effort to raise public funds (savings) is a strategy to pick up the ball, promotion strategy, welcome customers with a smile and maintain good relations with customers and supporting factors that directly affect the quality of service to customers is the location , interest rates, trust and security.

scholarly journals Pengukuran Kualitas Jasa Bengkel Sepeda Motor SM di Kota Padang dengan Metode Servqual

2011 ◽  
Vol 10 (2) ◽  
pp. 154
Author(s):  
Agus Sutanto
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Quality Service ◽  
Total Quality ◽  
Repair Shop ◽  
Service Company ◽  
Service Oriented ◽  
Perceptions And Expectations ◽  
The City

This paper is concerned with the measurement of customer satisfaction a motorcycle repair shop in the city of Padang on the quality of service received by the SERVQUAL method. The method was developed in the 1980s by Zeithaml, Parasuraman & Berry used a questionnaire to measure quality of service. With this, it is known how big the gap (gap) that exists between perceptions and expectations of customers of a service company. Method of quantitatively measuring the quality of this service, contains dimensions such as tangibles (physical facilities and personnel), responsiveness (responsiveness), realibility (reliability), assurance (security) and empathy (empathy). The purpose of the use of the SERVQUAL dimensions is to make program improvements in the control of service-oriented to customer satisfaction, as one of the company's strategy to empower Total Quality Service. From the analysis of 84 samples without weighting the data of interest can be concluded that there is a gap between perception with expectations in every dimension. The sequence starts from the dimensions of each dimension with the largest gap is tangible dimension, followed by the dimensions of assurance, reliability, empathy and responsiveness of the last dimension. The average total gap of each dimension is equal to -0.8664. This suggests that the quality of service expected by customers has not been achieved. From the analysis of the value obtained by the dimensional weight of the interests of tangible (physical facilities and personnel) should get the greatest attention to be fixed.Keywords: Servqual, repair shop, service

scholarly journals PENGARUH KUALITAS PELAYANAN DAN BAURAN PEMASARAN TERHADAP KEPUASAN PELANGGAN DAN IMPLIKASINYA PADA LOYALITAS PELANGGAN DI RUMAH MAKAN WAROENG DESA KARAWANG

2018 ◽  
Vol 3 (1) ◽  
Author(s):  
Laras Ratu Khalida
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Marketing Mix ◽  
Quality Of Services ◽  
Quality Service ◽  
Good Taste ◽  
The Relationship ◽  
Research Analysis

ABSTRAK Rumah Makan Waroeng Desa merupakan rumah makan sederhana yang menyajikan masakan khas Sunda menggunakan konsep prasmanan (mengambil makanan sendiri) dan mempunyai menu makanan yang spesial dengan produk unggulannya dan citarasa yang khas. Didukung dengan bangunan yang unik dan tempat yang nyaman, menjadi minat tersendiri bagi konsumen yang datang. Secara umum penelitian ini bertujuan untuk mengetahui dan menjelaskan pengaruh kualitas pelayanan dan bauran pemasaran terhadap kepuasan pelanggan dan implikasinya pada loyalitas pelanggan di Rumah Makan Waroeng Desa Karawang. Metode penelitian ini dengan menggunakan metode deskriptif dan verifikatif. Variabel diukur menggunakan instrumen kuesioner dan skala pengukuran yang digunakan adalah skala Likert. Sampel dikumpulkan dengan menggunakan metode Sampling Incidental dengan jumlah sampel 160 responden dari populasi 2.051 orang. Teknik analisis data yang digunakan yaitu teknik Analisis Rentang Skala dan Analisis Jalur dengan bantuan Method of Successive Interval (MSI). Dari hasil analisis penelitian ini diperoleh beberapa kesimpulan yaitu : 1. Hubungan antara Kualitas Pelayanan dengan Bauran Pemasaran memiliki tingkat hubungan yang sangat rendah. 2. Terdapat pengaruh parsial kualitas pelayanan dan bauran pemasaran terhadap kepuasan pelanggan. 3. Terdapat pengaruh simultan antara Kualitas Pelayanan dan Bauran Pemasaran terhadap Kepuasan Pelanggan dan implikasinya pada Loyalitas Pelanggan 4. Total Pengaruh Kualitas Pelayanan dan Bauran Pemasaran memiliki kontribusi terhadap Kepuasan Pelanggan sebesar 46% sedangkan sisanya 54% merupakan kontribusi variabel lain (ε) yang tidak diteliti. 5. Kepuasan Pelanggan berpengaruh terhadap Loyalitas Pelanggan Dengan demikian dapat disimpulkan bahwa kepuasan pelanggan (Y) berpengaruh secara positif dan signifikan terhadap loyalitas pelanggan (Z). Kata kunci : Kualitas Pelayanan, Bauran Pemasaran, Kepuasan Pelanggan, Loyalitas Pelanggan.   THE INFLUENCES OF QUALITY SERVICE AND MARKETING MIX TO CUSTOMER SATISFACTION AND THE IMPLICATIONS TO CUSTOMER LOYALTY IN RESTAURANT WAROENG DESA KARAWANG Laras Ratu Khalida [email protected] ABSTRACT Restaurants Waroeng Desa is a simple restaurants presenting cookery in the buffet typical sundanesse (taking his own food) and has the special menu with top products and the good taste. Supported with buildings that unique and any convenient place, become the lack of interest in by himself and for consumers that make up the come. In general, this research aims to review and explain the influence of quality service and marketing mix to customer satisfaction and the implications to customer loyalty in restaurant waroeng desa karawang. The methodology using descriptive methods and verifikatif .Variable measured use instruments the questionnaire and scale of measurement used is likert scale. Sample collected by using the method of sampling incidental with the sample of the 160 respondents of the population 2.051 people.Technique analysis the data used the technique analysis range the scale and analysis path by assistance method of successive of the intervals ( MSI ). From the research analysis there are some conclusion that: 1. The relationship between the quality of services and marketing mix are very low 2. The partial influences the quality of service and marketing mix to customer satisfaction. 3. The simultaneous between quality of service and marketing mix to costumer satisfaction and the implications to costumer loyalty. 4. Total of quality of service and marketing mix have contributed to costumer satisfaction is 46% and the half is 54% was contributed by the other variables that doesn’t be researched. 5. Had the influences between costumer satisfaction to costumer loyalty. This means that the costumer satisfaction (Y) influences positively and significantly to costumer loyalty (Z). Keyword : Quality of Service, Marketing Mix, Costumer Satisfaction, Costumer Loyalty

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