scholarly journals the The Effect of Job Responsibility, Emotional Intelligence, and Leadership on the Service Quality of Expert Staff for the People’s Representative Council of Indonesia

2020 ◽  
Vol 8 (`10) ◽  
pp. 1956-1963
Author(s):  
Moch. Aly Taufiq ◽  
R. Madhakomala ◽  
Yetti Supriyati
Keyword(s):  
Emotional Intelligence ◽  
Service Quality ◽  
Direct Effect ◽  
Indirect Effect ◽  
Structural Equation ◽  
Total Population ◽  
Equation Modeling ◽  
Positive Direct ◽  
Positive Effect

This study was conducted to determine the effect of work responsibility, emotional intelligence, and leadership on the service quality of the expert staff of the People’s Representative Council of Indonesia (DPR RI). This study focused on the service quality of expert staff in the DPR RI using a quantitative approach with Structural Equation Modeling (SEM) method. 325 expert staffs of DPR RI from a total population of 1,725 were involved as the sample of this study. The empirical testing indicates that (1) there is a positive direct effect of job responsibility on service quality; (2) There is a positive direct effect of emotional intelligence on service quality; (3) There is a positive direct effect of leadership on service quality; (4) There is a positive direct effect of job responsibility on leadership; (5) There is a positive effect of emotional intelligence and leadership; (6) there is a significant positive indirect effect of job responsibility on service quality through leadership as the moderating variable; (7) the indirect effect of emotional (X2) on the service quality through leadership is positive and significant.

scholarly journals IMPACT OF EDUCATION AND HEALTH ON THE UNEMPLOYMENT RATE AND ECONOMY OF EAST JAVA

2019 ◽  
Vol 9 (2) ◽  
Author(s):  
Suyanto Suyanto ◽  
Bambang Purnomo ◽  
Rahmawati Erma StandsyahStandsyah
Keyword(s):  
Direct Effect ◽  
Unemployment Rate ◽  
Indirect Effect ◽  
Social Problems ◽  
Total Population ◽  
Insignificant Effect ◽  
Education And Health ◽  
Positive Direct

East Java statistics indicate that the total population of East Java Province is increasing every year. The increase in the population is followed by an increase in social problems, including unemployment. The unemployment rate can affect the economy of the society. Efforts must be made to reduce it by improving the quality of society through factors related to education and health. According to data from East Java in 2017, East Java's education has a significant positive direct effect on the East Java economy of 0.343%, while indirectly through unemployment has an insignificant effect increased by 0.0021%. In addition, health has no significant direct and indirect effect on the East Java economy with coefficients of 0.078% and -0.0023%, respectively.

Analysis of Service Quality and Promotion on Decision and Satisfaction of Foreign Visitors on Pandawa Beach Ecotourismin Badung Regency

2018 ◽  
Vol 9 (06) ◽  
pp. 20800-20810
Author(s):  
I NyomanGede Sudiarta ◽  
I Wayan Sujana ◽  
Anik Yuesti
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Structural Equation ◽  
Sem Analysis ◽  
Equation Modeling ◽  
Visitor Satisfaction ◽  
Dependent Variables ◽  
Strongly Agree ◽  
Positive Effect

The development of various facilities and infrastructure as well as efforts to improve the quality of service on Pandawa Beach Ecotourismis always done to attract and give satisfaction to the visitors. This study aims to determine the effect of service quality and promotion on visitor decisions and visitor satisfaction as well as to determine the effect of visitor decisions on visitor satisfaction on Pandawa Beach Ecotourism Badung Regency, Bali Province. The variables in this study consistof two independent and two dependent variables. Independent variables in this study are service quality and promotion, while the dependent variables in this study are the visitor decision and visitor satisfaction. The population in this study is foreign tourists who visit the Pandawa Beach Ecotourism. In this research a non-probability sampling method is used, taking anaccidental sampling approach with asample number of 96 respondents. The type of data used is descriptive and quantitative data expressed in 5-Point Likert Scale ranging from strongly disagree to strongly agree. Methods of data analysis in this study are through descriptive and inferential analysis. Inference analysis uses Structural Equation Modeling (SEM) analysis with SMARTPLS 3 program.The result of this study indicates that: 1) Quality of service has a positive and significant effect on the visitor decision with coefficient value of 0,528 and t-statistic value of 6,625.2) Promotion has a positive and significant effect on the visitor decision with coefficient value of 0,246and t-statistic value of 2,843. 3) Service quality has a positive effect on visitor satisfaction with coefficient value of 0,415 and t-statistic value of 4,007. 4) Promotion has no effect on visitor satisfaction with coefficient value of 0,069 and t-statistic value of 0,638 which t-statistic value is under critical value of 1,96. 5) Visitor decisions have a positive effect on visitor satisfaction with coefficient value of 0.389 and t-statistics of 4.422.

scholarly journals The effect of emotional intelligence on burnout and the impact on the nurses service quality

2016 ◽  
Vol 19 (1) ◽  
pp. 69 ◽  
Author(s):  
Agustina Hanafi
Keyword(s):  
Emotional Intelligence ◽  
Service Quality ◽  
Emotional Exhaustion ◽  
Structural Equation ◽  
Equation Model ◽  
Nursing Services ◽  
The Impact ◽  
Positive Effect ◽  
Quality Of Nursing

This study attempts to analyze the effect of emotional intelligence on emotional exhaustion and this, in turn, on the quality of hospital care nurse. The subjects were nurses and patients RS RK.Charitas Palembang. This sample was taken using Non-Probability Sampling towards the nurses and patients in the patient units of the hospital Joseph 1 & 2, with the total respondents of 200 people. These were selected as sample and the data analyzed through the process using Structural Equation Model (SEM). It shows that emotional intelligence negatively affects the emotional exhaustion. Furthermore, the emotional intelligence has positive effect on the quality of nursing care. Most importantly, there is a greater direct effect of emotional intel-ligence towards service quality than the indirect effect through the emotional ex-haustion. Emotional exhaustion negatively affects the quality of nursing services.

scholarly journals Pengaruh Store Atmosphere, Kualitas Produk, dan Kualitas Layanan terhadap Kepuasan Konsumen di Seniman Coffee Studio

2019 ◽  
pp. 1
Author(s):  
NI WAYAN GIANA KUSUMAWATHI ◽  
DWI PUTRA DARMAWAN ◽  
I G.A OKA SURYAWARDANI
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Direct Effect ◽  
Consumer Satisfaction ◽  
Structural Equation ◽  
Rapid Development ◽  
Descriptive Analysis ◽  
Equation Modeling

Effect of Store Atmosphere, Product Quality, and Service Quality on Consumer Satisfaction at the Seniman Coffee Studio The rapid development of coffee shops in the Ubud sub-district is certainly the main competitors of the Seniman Coffee Studio to attract consumers. This research was conducted to determine the characteristics of consumers of Seniman Coffee Studio and the effect of store atmosphere, product quality, and service quality on consumer satisfaction at Seniman Coffee Studio. This study uses descriptive analysis and analysis of Structural Equation Modeling (SEM) through the Partial Least Squares (PLS) approach. The method of obtaining data in this study was through distributing questionnaires at Seniman Coffee Studio. The results of this study indicate that store atmosphere has a direct effect of 23.8% on customer satisfaction, product quality has a direct effect of 41% on customer satisfaction, and for service quality it also has a direct effect of 41.7% on consumer satisfaction at the Seniman Coffee Studio. Store atmosphere, both exterior and interior, at Seniman Coffee Studio needs to be improved, seeing its effect is smaller than the quality of the product and the quality service on customer satisfaction.

scholarly journals PENERAPAN STRUCTURAL EQUATION MODELLING (SEM) UNTUK MENGANALISIS FAKTOR – FAKTOR YANG MEMPENGARUHI KINERJA BISNIS (STUDI KASUS KAFE DI KECAMATAN TEMBALANG DAN KECAMATAN BANYUMANIK PADA JANUARI 2019)

2020 ◽  
Vol 9 (2) ◽  
pp. 122-134
Author(s):  
Ade Irma Pramudita ◽  
Tatik Widiharih ◽  
Rukun Santoso
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Structural Equation ◽  
Business Performance ◽  
Business Strategies ◽  
Equation Modeling ◽  
Final Project ◽  
Product Attractiveness ◽  
Positive Effect

This research is done to examine the effect of quality of service and product attractiveness toward business strategies based on service in order to improving business performance. The sample of this study were Cafe owners in Tembalang Subdistrict and Banyumanik Subdistrict, total are 116 respondents. In this Final Project, the processing of Structural Equation Modeling (SEM) is AMOS software. The results of the analysis show that service quality has a positive effect on business strategies based on service to improving business performance. The most significant factor that affecting business performance is quality of service. Quality of service is important in the performance of a café business. Cafe owners must always pay attention to the quality of café service to customers, because the quality of service is the main consideration for customers to visit cafes.

scholarly journals PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN DAN DAMPAKNYA TERHADAP LOYALITAS PELANGGAN

2020 ◽  
Vol 8 (2) ◽  
pp. 117-122
Author(s):  
Sri Rahayu ◽  
Lela Nurlaela Wati
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Equation Modeling ◽  
Sampling Techniques ◽  
Equal Opportunities ◽  
Positive Effect

This study aims to analyze empirical evidence of the effect of service quality on customer satisfaction and its impact on customer loyalty at PT Indovisual Service Solution Jakarta. Samples in this study were 124 customers, probability sampling techniques, namely sampling techniques that provide equal opportunities for each element (member) of the population to be selected as sample members. Analysis of the data used is Structural Equation Modeling (SEM). empirical research results Service quality has a positive and significant effect on customer satisfaction. These results indicate that by improving the quality of service, customers will feel satisfied with the services provided. Service Quality has a positive and significant effect on customer loyalty. These results indicate that by improving the quality of service, customers will feel loyal and will continue to use the services of PT Indovisual Service Solution. Customer satisfaction does not have a significant positive effect on customer loyalty. This means that the lower the customer satisfaction, customer loyalty will also decrease the quality of service has a positive and significant effect on customer loyalty. These results indicate that by improving the quality of service, customers will feel loyal and will continue to use the services of PT Indovisual Service Solution

scholarly journals The Quality of Pharmaceutical Services in the New Normal Era on Outpatient Loyalty at the Pharmacy Installation of the Daya General Hospital

2021 ◽  
Vol 9 (E) ◽  
pp. 1376-1382
Author(s):  
Gemy Nastity Handayany
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
General Hospital ◽  
Direct Effect ◽  
Indirect Effect ◽  
Pharmaceutical Services ◽  
Equation Modeling ◽  
New Normal ◽  
Pharmaceutical Service

Background: The quality of pharmaceutical services is an important factor in ensuring the quality of health services in hospitals. In this current era of the new normal, improving the quality of pharmaceutical services is closely related to patient satisfaction and loyalty. Objective: The purpose of this study was to examine and analyze the effect of pharmaceutical service quality on loyalty through mediating outpatient satisfaction at the Pharmacy Installation of Daya General Hospital. Method: This research was a quantitative study with an analytical observational study design. Respondents in this study were 120 outpatients at the Pharmacy Installation. The data analysis method used was univariate and bivariate analysis through the Statistical Package for the Social Sciences (SPSS) program and multivariate Structural Equation Modeling (SEM) with the AMOS program. Results: Satisfaction affected the loyalty of outpatients at the Pharmacy Installation. The most dominant indicator was feeling satisfied in the satisfaction variable, with a loading factor of 0.93. In the loyalty variable, the most dominant indicator was the loyalty aspect, with a loading factor of 0.41. The direct effect of pharmaceutical service quality on loyalty was 0.550, while the indirect effect mediated by patient satisfaction was 0.303. Conclusion: The direct effect was greater than the indirect effect of service quality on the loyalty of outpatients at Daya General Hospital.

scholarly journals Analysis of Service Quality and Trust on Customer Satisfaction of Ojek Online in Banyuwangi

2021 ◽  
Vol 14 (3) ◽  
pp. 298
Author(s):  
Titin Lestariningsih
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Quantitative Research ◽  
Least Square ◽  
Equation Modeling ◽  
Motorcycle Taxi ◽  
The Relationship ◽  
Positive Effect

Gojek online is a partner for two-wheeled drivers who can contribute 8.2 trillion per year to the Indonesian economy. This study is to analyzes the factors that influence online motorcycle taxi customer satisfaction in Banyuwangi. This research is a type of explanatory quantitative research with causal prediction measuring the strength of the relationship between variables. The population in this study is application users (consumers) who have received online motorcycle taxi services in 2021 in Banyuwangi. The sample is 100 respondents. The data were processed using SPSS 21 and SmartPLS 3.0. The hypothesis was processed using Structural Equation Modeling Path Least Square (SEM-PLS). The results of this study indicate that service quality has a significant positive effect on customer satisfaction and trust. Trust has no significant effect on customer satisfaction. Service quality has no significant effect on customer satisfaction with trust moderation. This research is to improve the service quality of online motorcycle taxi partners.

Analisis Peranan Kepuasan Dan Komitmen Sebagai Perantara Pengaruh Kualitas Jasa Tutorial Online Terhadap Loyalitas Mahasiswa

2018 ◽  
Vol 9 (2) ◽  
pp. 18-32
Author(s):  
Andy Mulyana ◽  
Devi Ayuni
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Positive Influence ◽  
Management Program ◽  
Equation Modeling ◽  
Online Tutorial ◽  
Student Loyalty ◽  
The Relationship ◽  
Positive Effect

This study aims to evaluate the role of satisfaction and commitment as mediating the effect of service quality on student loyalty as the user of Open University's Online Tutorial. Based on data analysis on student of Management program 229 as respondents with Structural Equation Modeling (SEM), this study found the relationship between: (1) positive influence of service quality to satisfaction and loyalty of students using tuton; (2) the positive effect of satisfaction on student loyalty using tuton; (3) satisfaction is a mediator between service quality and loyalty of students using tuton. Conversely, commitment has no positive effect on student loyalty as a tuton user. In addition, commitment does not mediates the effect of satisfaction on the loyalty of tuton users. Keywords: service quality, satisfaction, commitment, loyalty

scholarly journals PATIENT CENTEREDNESS IN HEALTH CARE: PERSPECTIVES FROM AN EMPIRICAL INVESTIGATION

2018 ◽  
Vol 11 (8) ◽  
pp. 450
Author(s):  
Rejikumar G ◽  
Archana Ks
Keyword(s):  
Health Care ◽  
Patient Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Patient Centeredness ◽  
Personalized Health

Objectives: The objective of this study was to examine the formation of wellness perceptions and satisfaction from antecedents that explain various attributes regarding service quality perceptions about doctors by patients. The topic is of contemporary relevance as health-care firms are reengineering their competencies to deliver personalized health services to for unmatched experience to develop long-term relationships with patients.Methods: Responses from 280 patients about service quality attributes of doctors, wellness perceptions, and their satisfaction are collected using a structured questionnaire. An exploratory factor analysis was performed using SPSS. 20 to identify significant dimensions of doctor’s service quality. The theoretical model developed with these dimensions, wellness perceptions, and patient satisfaction was estimated using partial least square-based structural equation modeling approach to test hypotheses about linkages among these constructs.Results: The dimension structure of doctor’s service quality contained constructs such as “price affordability of medicines,” “quality of diagnosis,” “interaction quality of doctor,” “appropriateness of tests prescribed,” and “quality of usage prescriptions.” These service quality dimensions of doctor significantly develop wellness perceptions and satisfaction among patients. Wellness perceptions act as a mediator in satisfaction development.Conclusions: Patient satisfaction and wellness perceptions are of primary importance in improving service quality in health care and to remain competitive. The health-care firms should train their professionals to interact with the patients more efficiently by adhering to the philosophy of patient centeredness in their service process.

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