scholarly journals The Effect of Service Quality and Tax Sanctions on Service Satisfaction

ETIKONOMI ◽  
2019 ◽  
Vol 18 (2) ◽  
pp. 197-208
Author(s):  
Hendra Hadiwijaya ◽  
F. Febrianty
Keyword(s):  
Structural Equation Modeling ◽  
Service Quality ◽  
Structural Equation ◽  
Service Satisfaction ◽  
Equation Modeling

This study aimed to analyze the effect of service quality and tax sanctions on service satisfaction and its implementation on compliance to pay personal vehicle tax. This study uses Structural Equation Modeling (SEM) as tools of analysis. The result shows that service quality affects service satisfaction, and it implies compliance with the personal vehicle tax payable compliance. Besides that, the tax sanctions affect service satisfaction, and it implies compliance with paying personal vehicle tax. Tax sanctions are a prevention tool for violations committed by taxpayers, If Service Satisfaction fails to meet expectations, and taxpayers will feel dissatisfied. If Service Satisfaction is in line with expectations, taxpayers will feel satisfied. If Service Satisfaction exceeds expectations, taxpayers will be very satisfied.JEL Classification: K34, M31

scholarly journals Influencing Factors of Public Satisfaction with COVID-19 Prevention Services Based on Structural Equation Modeling (SEM): A Study of Nanjing, China

2021 ◽  
Vol 18 (24) ◽  
pp. 13281
Author(s):  
Wei Chen ◽  
Yijun Shi ◽  
Liwen Fan ◽  
Lijun Huang ◽  
Jingyi Gao
Keyword(s):  
Structural Equation Modeling ◽  
Service Quality ◽  
Influencing Factors ◽  
Public Service ◽  
Structural Equation ◽  
Public Policies ◽  
Psychological Status ◽  
Service Satisfaction ◽  
Equation Modeling ◽  
Prevention Services

Service satisfaction with public policies is an important component of public service quality management, which is of great significance to the improvement of public service quality. Based on an online questionnaire survey and in combination with the characteristics of public policies and services, in this study the influencing factors of residents’ satisfaction with COVID-19 pandemic prevention services were analyzed with structural equation modeling. The results reveal that the data fit the model well, and all the hypotheses formulated in this study were supported. Among the factors that were found to directly affect residents’ satisfaction with pandemic prevention services, perceived quality (PQ) has the greatest impact on satisfaction, followed by the disaster situation (DS) and policy expectation (PE). The observed variables that have significant impacts on the latent variables were also explored. Regarding the main findings, the residents who were seriously affected by the pandemic tended to have lower satisfaction with the policies and services provided by the government. Moreover, the improvement of PQ was found to significantly increase pandemic prevention service satisfaction (SS). Finally, the residents with a good psychological status during the pandemic were found to have higher satisfaction. According to the results, implications for the prevention and control practices of similar public health emergencies are proposed.

scholarly journals Anteseden Dan Konsekuensi Dari Switching Cost Pada Industri Perbankan

2019 ◽  
Vol 14 (01) ◽  
pp. 41-53
Author(s):  
Antonius Adi
Keyword(s):  
Structural Equation Modeling ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Switching Cost ◽  
Equation Modeling ◽  
Company Reputation ◽  
Trust Company ◽  
Customer Trust

Abstrak: Tujuan dari penelitian ini adalah untuk menganalisis pengaruh overallservice qualityterhadap customer loyalty melalui mediasi company reputation, customer trust, dan switching costpada Industri Perbankan di Indonesia. Penelitian ini dilakukan melalui survei terhadap pelangganIndustri Perbankan dengan total 230 sampel di Jakarta. Data primer dikumpulkan dengan metodepurposive sampling. Analisis data dilakukan melalui Structural Equation Modeling untuk mengujihipotesis, dengan menggunakan software AMOS 22.0. Temuan dalam penelitian ini adalahcustomer loyalty dipengaruhi oleh switching cost, customer trust, company reputation dan overallservice quality. Switching cost paling kuat dipengaruhi oleh customer trust. Temuan lain adalahbahwa customer loyalty paling kuat dipengaruhi oleh overall service quality. Studi ini memberikankontribusi teoritis dalam bentuk model alternatif customer loyalty dalam industri perbankan danmemberikan implikasi manajerial bagi manajemen bank.

scholarly journals Analisis Pengaruh Religiusitas dan Kualitas Pelayanan terhadap Kepuasan Kerja: Studi Kasus pada Karyawan Industri Manufaktur

2021 ◽  
Vol 4 (1) ◽  
pp. 117-130
Author(s):  
Dewiana Novitasari ◽  
Masduki Asbari ◽  
Ipang Sasono
Keyword(s):  
Structural Equation Modeling ◽  
Service Quality ◽  
Structural Equation ◽  
Equation Modeling

Penelitian ini bertujuan untuk menganalisis pengaruh religiusitas dan kualitas pelayanan (service quality) terhadap kepuasan kerja pada karyawan industri manufaktur, dengan mengambil sampel sebanyak 105 orang karyawan dari salah satu perusahaan industry manufaktur di Jawa Barat. Metode pengumpulan data menggunakan kuesioner. Metode analisis menggunakan Structural Equation Modeling (SEM), Smart PLS v.3.0. Hasil penelitian menunjukkan bahwa, religiusitas berpengaruh positif signifikan terhadap kualitas pelayanan. Religiusitas berpengaruh positif dan signifikan terhadap kepuasan kerja karyawan, dan kualitas pelayanan berpengaruh positif dan signifikan terhadap kepuasan kerja karyawan. Hasil penelitan dapat digunakan sebagai dasar untuk meningkatkan dan memelihara kepuasan kerja karyawan pada industry manufaktur melalui peningkatan religiusitas dan kualitas pelayanan karyawan. Serta membangun kesiapan karyawan untuk menghadapi dunia industry yang makin sadar spiritual.

scholarly journals The Impact of Attitudes towards Healthcare Service Quality on Organisational Performance: Evidence from the Saudi Arabia

2017 ◽  
Vol 5 (1) ◽  
pp. 1 ◽  
Author(s):  
Yaser Salman Alsharar ◽  
Fadzil Shah bin Aziz ◽  
Che Azlan Bin Taib ◽  
Rushami Zien Yusoff
Keyword(s):  
Saudi Arabia ◽  
Structural Equation Modeling ◽  
Data Analysis ◽  
Service Quality ◽  
Structural Equation ◽  
Healthcare Service ◽  
Equation Modeling ◽  
Organisational Performance ◽  
Government Hospitals ◽  
The Impact

This research aims to investigate the effect of attitudes towards healthcare service quality on organisational performance among Saudi Arabian hospitals. The sample size comprises of 154 hospitals randomly chosen from 259 government hospitals in Saudi Arabia. For data analysis, the Partial Least Squares (PLS) structural equation modeling was used. In addition, this study found a positive and significant association between attitudes towards healthcare service quality and organisational performance. Eventually, this study provides some limitations and suggestions for future researchers.

scholarly journals Evaluasi Kepuasan Pengguna Terhadap Respon Cepat Tanggap Layanan Aplikasi Mobile Myindihome Berdasarkan Kombinasi Metode Servqual dan Metode Webqual

2020 ◽  
Vol 11 (1) ◽  
Author(s):  
Endah Saputri ◽  
Dedy Syamsuar
Keyword(s):  
Structural Equation Modeling ◽  
Service Quality ◽  
Mobile Applications ◽  
User Satisfaction ◽  
Structural Equation ◽  
Information Quality ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Customer Complaints

<p align="center"><strong>Abstract</strong></p><p class="Isiabstract">As for this research aims to determine the level of satisfaction of myindihome mobile application users. As a service provider, PT. Telkom, Tbk is required to be able to provide service, a fast respons, precise and accurate to customers. Even though it has several facilities to accommodate all customer complaints in Indonesia, but in reality there are still many customer complaints that have not been resolved properly which need attention. In this study, measurement of user satisfaction toward service responsiveness uses a combination of ServQual method and WebQual method. The combination of both theories, effectively addresses multicollinearity (if many variables are highly correlated). In connection with that condition, based on the theory of service quality (ServQual) is used to determine satisfaction with the application, is there an influence of variables of reliability, responsiveness, empathy, assurance, and tangible toward user satisfaction both individuals and groups. While based on the website quality (webqual 4.0) instrument identify quality based on three variables, namely usability, information quality, and service interaction quality. PLS (Partial Least Square) model of calculation which is one of the Structural Equation Modeling is used to test research hypothesis. Reliability and validity have also been tested. This study is also emphasis on the extent to which the perception of the quality of service of mobile applications myIndiHome perceived and how it affects the user satisfaction of mobile applications myIndiHome in this case the customer indihome that have significant impact on customers' satisfaction..</p><p class="Isiabstract"><strong>Keywords</strong><strong> </strong><strong>:</strong><strong> </strong><strong> </strong>Indihome, User Satisfaction, Servqual, and Webqual</p><p class="Isiabstract" align="center"><strong>Abstrak</strong></p><p class="Abstrak"><em>Adapun penelitian ini bertujuan untuk mengetahui tingkat kepuasan pengguna aplikasi mobile my</em><em>I</em><em>ndi</em><em>H</em><em>ome. Sebagai penyedia layanan, PT. Telkom, Tbk dituntut untuk mampu memberikan pelayanan atau respon yang cepat, tepat dan akurat kepada pelanggan. Meskipun memiliki beberapa sarana untuk menampung semua keluhan pelanggan di Indonesia, namun dalam kenyataannya masih banyak keluhan pelanggan yang belum dapat terselesaikan dengan baik yang perlu diperhatikan. Dalam penelitian ini, pengukuran </em><em>kepuasan pengguna terhadap respon cepat tanggap layanan </em><em>menggunakan kombinasi metode ServQual dan WebQual. Kombinasi kedua teori, secara efektif menangani multikolinieritas (jika banyak variabel yang sangat berkorelasi). Sehubungan dengan kondisi itu, berdasarkan teori service quality (ServQual) digunakan untuk mengetahui kepuasan terhadap aplikasi tersebut, apakah ada pengaruh variabel reliability, responsiveness, empathy, assurance, dan tangible terhadap kepuasan pengguna baik perorangan maupun kelompok. Sedangkan berdasarkan instrumen </em><em>website quality (</em><em>webqual 4.0</em><em>)</em><em> mengidentifikasi kualitas berdasarkan tiga variabel yaitu usability, information quality, dan service interaction quality. </em><em>Perhitungan model PLS (Partial Least Square) yang merupakan salah satu Structural Equation Modeling (SEM) digunakan untuk menguji hipotesis penelitian. Reliabilitas dan validitas juga telah diuji. Penelitian ini juga menekankan pada sejauh mana persepsi tentang kualitas layanan aplikasi mobile myIndiHome yang dirasakan dan bagaimana pengaruhnya dengan kepuasan pengguna aplikasi mobile myIndiHome dalam hal ini pelanggan indihome yang memiliki dampak signifikan pada kepuasan pengguna.</em></p><strong>Kata kunci :</strong> Indihome, Kepuasan Penggguna, Servqual, dan Webqual

scholarly journals WORD OF MOUTH SEBAGAI KONSEKUENSI KEPUASAN PELANGGAN

2018 ◽  
Vol 11 (1) ◽  
pp. 111
Author(s):  
Eny Purbandari ◽  
Dyah Sugandini ◽  
Heru Tri Sutiono
Keyword(s):  
Patient Satisfaction ◽  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Equation Modeling ◽  
The Impact ◽  
Positive Effect

<p><em>The objective of this study is to investigate the impact of price and service quality on customer satisfaction to increase words of mouth. Data were collected by distributes questionnaires to 110 patient of Bhayangkara Polda DIY Hospital. Then, data was analyzed using structural equation modeling. The result showed that service quality, price and image have positive effect on patient satisfaction and patient satisfaction has a positive effect on words of mouth. The results also shows that image have the highest effect in creating the satisfaction. Therefore, the models of words of mouth have acceptable.</em></p>

scholarly journals Is Physical Evidence Still Valid? A Study of Low Cost Carriers in Indonesia

2015 ◽  
Vol 17 (3) ◽  
pp. 203
Author(s):  
Yasintha Soelasih
Keyword(s):  
Structural Equation Modeling ◽  
Service Quality ◽  
Structural Equation ◽  
Low Cost ◽  
Second Order ◽  
Equation Modeling ◽  
Opposite Result ◽  
Physical Evidence ◽  
Low Cost Carriers

Physical evidence has been widely accepted as variable that has impact on satisfaction, specifically in airline service. However, this study showed some opposite result for low cost airlines in Indonesia. It revealed that physical evidence has no effect on the passengers’ satisfaction but the fares and its service quality to passengers.’ This study collected sample of 317 passengers from commercial domestic flights at terminal 1, 2, and 3 at Soekarno Hatta airport in Cengkareng, Indonesia. The variables used in this study were: fares, service quality, physical evidence, passengers’ satisfaction levels and repeat buying. Two variables, i.e.: service quality and physical evidence were treated as second order. This study used Structural Equation Modeling (SEM) for verification analysis. The result revealed that there was no effect of physical evidence on the passengers’ satisfaction. It also found that repeat buying demonstrated the passengers’ satisfaction.

scholarly journals Effect of Service Quality and Perceived Value Satisfaction and Loyalty Religious Tourists Visit Island Madura, Indonesia

2016 ◽  
Vol 2 (04) ◽  
Author(s):  
Pribanus Wantara
Keyword(s):  
Quality Of Service ◽  
Structural Equation Modeling ◽  
Service Quality ◽  
Structural Equation ◽  
Perceived Value ◽  
Tourism Development ◽  
Equation Modeling ◽  
Relationship Of ◽  
The Relationship

This paper wants to examine the relationship of service quality, perceived value, satisfaction and loyalty with religious tourists who visit the island of Madura in 2015. The structural equation modeling results support the hypothesis that service quality affects directly the satisfaction and loyalty, and satisfaction directly affects loyalty, but the results do not support the hypothesis that the perceived value directly affects the satisfaction and perceived value directly affects loyalty. Quality of service only has direct and indirect influence on loyalty through satisfaction. So the stage of tourism development in Madura, quality of service is very important in building loyalty and satisfaction tourists

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