scholarly journals Kepuasan Pengunjung Berdasarkan Kualitas Pelayanan dan Fasilitas Wisata pada Objek Wisata Bukit Jaddih di Kabupaten Bangkalan

2021 ◽  
Vol 1 (1) ◽  
Author(s):  
Rahmasari Tiara ◽  
Nurita Andriani
Keyword(s):  
Quality Of Service ◽  
Data Collection ◽  
Service Quality ◽  
Research Method ◽  
Quantitative Method ◽  
Visitor Satisfaction

This study aims to determine whether service quality (X1) and tourist facilities (X2) affect visitor satisfaction (Y) on Bukt Jaddih tourism in Bangkalan Regency. The research method used in this research is quantitative method with descriptive quantitative type with a population of visitors who visit Jaddih Hill tourism. The sample in this study were 100 respondents who visited Bukit Jaddih tourism. For data collection, it was carried  out by distributing questionnaires. The results of this study indicate that the quality of service and tourist facilities has a positive and significant effect on the variable of visitor satisfaction in Bukit Jaddih tourism in Bangkalan Regency.

scholarly journals PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PT. SAMUDRA BINTANG ANGKASA TOUR AND TRAVEL BANJARMASIN

2019 ◽  
Vol 5 (1) ◽  
Author(s):  
Dini Puspita
Keyword(s):  
Quality Of Service ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Significant Influence ◽  
Research Method ◽  
Influential Factor ◽  
Sampling Techniques ◽  
Cross Sectional

Abstract: The purpose of this study is to know and analyze the influence of service quality on customer satisfaction at PT Samudra Bintang Angkasa Tour and Travel. The research method used is the analytical survey research method. The approach chosen in this study is the Cross Sectional approach. The population in this study are customers who use the services of PT Samudra Bintang Angkasa Tour and Travel, from August to November 2018. The sample in this study used accidental sampling techniques totaling 60 customers who used the services of PT Samudra Bintang Angkasa Tour and Travel in December 2018. Data collection techniques used questionnaires, documentation, and observation. The results of the study can be concluded that there is a simultaneous significant influence between service quality consisting of Tangible , Reliability , Responsiveness, Assurance and Empathy on Customer satisfaction PT. Samudra Bintang Angkasa Tour and Travel Banjarmasin. There is a partial significant influence between the quality of service consisting of Tangible, Reliability, Responsiveness , and Empathy on Customer satisfaction PT. Samudra Bintang Angkasa Tour and Travel Banjarmasin. Reliability Factoris the most influential factor (predominantly on Customer satisfaction at PT. Samudra Bintang Angkasa Tour and Travel Banjarmasin. Keywords: Service Quality, Satisfaction, Customers Abstrak: Tujuan dari penelitian ini adalah mengetahui dan menganalisis pengaruh kualitas layanan terhadap kepuasan pelanggan pada PT Samudra Bintang Angkasa Tour and Travel. Metode penelitian yang digunakan adalah metode penelitian survey analitik. Pendekatan yang dipilih dalam penelitian ini adalah pendekatan Cross Sectional. Populasi dalam penelitian ini adalah pelanggan yang menggunakan jasa PT Samudra Bintang Angkasa Tour and Travel, dari bulan Agustus sampai dengan November 2018. Sampel dalam penelitian ini menggunakan teknik accidental sampling berjumlah 60 orang pelanggan yang menggunakan jasa PT Samudra Bintang Angkasa Tour and Travel pada bulan Desember tahun 2018. Teknik pengumpulan data menggunakan kuesioner, dokumentasi, dan observasi. Hasil penelitian dapat disimpulkan bahwa ada pengaruh signifikan secara simultan antara kualitas layanan yang terdiri atas Tangible, Reliability, Responsiveness, Assurance dan Empathy terhadap kepuasan Pelanggan PT. Samudra Bintang Angkasa Tour and Travel Banjarmasin. Ada pengaruh signifikan secara parsial antara kualitas layanan yang terdiri atas Tangible, Reliability, Responsiveness, dan Empathy terhadap kepuasan Pelanggan PT. Samudra Bintang Angkasa Tour and Travel Banjarmasin. Faktor Reliability merupakan faktor yang paling berpengaruh (secara dominan terhadap kepuasan Pelanggan PT. Samudra Bintang Angkasa Tour and Travel Banjarmasin. Kata kunci : Kualitas Pelayanan, Kepuasan, Pelanggan

scholarly journals Persepsi Pelaku Usaha Mikro Kecil Menengah terhadap Kualitas Pelayanan Publik di Dinas Koperasi Kota Medan

2020 ◽  
Vol 2 (1) ◽  
pp. 79-88
Author(s):  
Adelia Rahmi Harahap ◽  
Nina Siti Salmaniah Siregar ◽  
Abdul Kadir
Keyword(s):  
Qualitative Research ◽  
Quality Of Service ◽  
Data Collection ◽  
Service Quality ◽  
Research Method ◽  
Administrative Reform ◽  
Information Board ◽  
Bureaucratic Reform ◽  
The City

This research was conducted in the field of UKM Empowerment of the Medan City Cooperative UKM Office, with the aim to determine the perceptions of Micro Business Actors on the quality of service in the field of UKM Empowerment of the Medan City Cooperative Office, to find out the factors that influence the quality of public services in the Field of UKM Empowerment of the Cooperative Office Medan City UKM. The research method used is a descriptive qualitative research method, with data collection techniques of observation, interviews and documentation. From the results of research by interviewing a number of SMEs, it is known that the perception of Micro Business Actors about the services of the Field of UKM Empowerment of the City of Medan SME Cooperative Office as a whole is satisfying. The theory used is a theory according to Zeithhaml, Pasuraman and Berry about the dimensions of service quality. The factors that affect service quality using indicators include: requirements, service time, costs / tariffs, implementing competencies and implementing behavior contained in the Regulation of the Minister of Administrative Reform and Bureaucratic Reform No. 16 of 2014 and adjusted based on the theories of Zeithhaml, Pasuraman and Berry. Regarding facilities and infrastructure, the Medan City Cooperative Office has not yet created an information board that contains information on technical or administrative requirements, so Business Actors can find out.

scholarly journals Analisis determinan loyalitas pengunjung di perpustakaan kota x

2020 ◽  
Vol 5 (2) ◽  
pp. 256-264
Author(s):  
Anis Agustina ◽  
Satrijo Budiwibowo ◽  
Elana Era Yusdita
Keyword(s):  
Quality Of Service ◽  
Data Collection ◽  
Service Quality ◽  
Qualitative Data ◽  
Quality Of Services ◽  
Visitor Satisfaction ◽  
Qualitative Data Collection ◽  
Descriptive Qualitative

This study aims to analyze visitor loyalty based on service quality and visitor satisfaction in the Library of City X. The approach of this study is descriptive qualitative. Data collection techniques using observation, interviews and documentation on visitors and library employees. The results show that the loyalty of visitors in Library X is quite good, but the quality of service and satisfaction of visitors is not yet in accordance with the visitors expectation. The Library and Archives Office of City X needs to improve the quality of services and facilities that will make visitors loyal and satisfied.

scholarly journals Pengaruh Pelimpahan Wewenang Terhadap Kualitas Pelayanan di Kantor Kecamatan Cileunyi

2021 ◽  
Vol 3 (1) ◽  
pp. 1-6
Author(s):  
Usep Muhammad Abdul Qohar ◽  
Asep Hidayat
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Research Method ◽  
Quantitative Method ◽  
District Office ◽  
Office Environment ◽  
Delegation Of Authority ◽  
Relationship Of ◽  
The Relationship

AbstractThe implementation of effective and efficient service quality in the Sub-district office environment illustrates the implementation of delegation of authority given by the Regent to the District Head. Where the District Head carries out some of the functions the Regent gives to provide services to the community in the sub-district environment. As regulated by the Regent of Bandung Regency No. 60 of 2011 concerning the delegation of authority for some of the Regent's affairs to the District Head. But in reality on the ground, there are some problems regarding services that have not yet been implemented which have resulted in ineffective implementation of services to the community. The purpose of this study is to determine how much influence the authority, responsibility and accountability regarding the transfer of authority in the District of Cileunyi. This study uses a theory from Hasibuan which consists of three authority delegation variables, namely authority, responsibility, accountability. As for service quality using the theories of Zeithaml, Parasuraman, Leonard quoted by Hardiyansyah. The sample used was 30 employees in the Cileunyi District office. The research method used is a quantitative method with an associative approach that aims to determine the relationship of one or more variables, namely the influence of delegation of authority to the quality of service in the district of Cileunyi. The results of this study indicate that the influence of delegation of authority (authority, responsibility, accountability) has an influence on the quality of service in the Cileunyi District office of 0.555 or 55.5%, then it is included in the "High" influence criteria. For the remaining 100% - 55.5% = 44.5% influenced by other variables not examined by researchers.

Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan di Kantor Perusahaan Umum Badan Urusan Logistik Kota Sampit Kabupaten Kotawaringin Timur

2016 ◽  
Vol 2 (2) ◽  
pp. 1-5
Author(s):  
Masrukin Masrukin ◽  
Hermanto Hermanto
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Error Rate ◽  
Research Method ◽  
Statistical Test ◽  
Quality Factors ◽  
Public Companies ◽  
Public Company

Customer satisfaction is influenced by service quality factors, this study aims to find out and analyze how much influence the quality of service on customer satisfaction is felt by customers who use the service of Poor Rice (Raskin) at the Office of Public Companies Logistics Agency (Perum BULOG) in Sampit City Regency East Kotawaringin. The research method used in this study is the method of observation, questionnaire/questionnaire and documentation using a Likert scale and the method of determining the sample used is the error rate of 5% as many as 213 samples. Testing the hypothesis used is a statistical test with the formula "Product moment person". The results showed that there was a very strong correlation between Service Quality and Customer Satisfaction of the Office of Public Company of the Logistics Affairs Agency (Perum BULOG) in the District of East Kotawaringin. As much as 0.9968514278 based on the calculation of Pearson Product Moment value.

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

Quality of Services Publishing Record of Fisheries (BPKP) in The Marine and Fisheries Office South Sumatera Province

2018 ◽  
Vol 1 (2) ◽  
pp. 25-32
Author(s):  
Galamda Israk ◽  
Slamet Widodo ◽  
Andy Alfatih
Keyword(s):  
Quality Of Service ◽  
Data Collection ◽  
Service Quality ◽  
Participant Observation ◽  
Secondary Data ◽  
Likert Scale ◽  
Quality Of Services ◽  
Fishing Vessels ◽  
Scale Assessment

ABSTRACT This study aims to determine the quality of service issuance of Proof of Registration of Fishing Vessels (BPKP) in the Department of Maritime Affairs and Fisheries of South Sumatra Province and what factors influence it. Data collection techniques used were the distribution of questionnaires to 60 respondents who were capture fisheries business actors with a Likert Scale assessment, as well as conducting unstructured interviews, non-participant observation and secondary data collection. The dimensions used are tangible, reliability, responsiveness, assurance and empathy. The value of service quality based on tangible dimensions is 4.2 or good, based on the reliability dimension is 4.1 or good, the responsiveness dimension is 4.0 or good, the guarantee dimension is 4.1 or good, and based on the empathy dimension is 4.1 or good. Of all these parameters, it was concluded that the quality of BPKP issuance services in the Department of Maritime Affairs and Fisheries of South Sumatra Province in 2016 was good with a score of 4.1. The conclusion is based on an assessment of an average of 58 respondents or 97.4% of respondents.

scholarly journals The Influence of Price, Quality of Service and Promotions on Customer Satisfaction at Bu Rajab Resto Pancing and Cottage

2021 ◽  
Author(s):  
Rabhi Fathan Muhammad ◽  
Tina Melinda
Keyword(s):  
Quality Of Service ◽  
Data Analysis ◽  
Linear Regression ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Hypothesis Testing ◽  
Positive Impact ◽  
Collection Data

This study was conducted to analyze the influence of price (X1), service quality (X2) and promotions (X3) on customer satisfaction at Bu Rajab Resto Pancing and Cottage. The study used a quantitative approach and was conducted from March to June 2020. Purposive sampling was used. 120 people were included in the research and 97 people were selected as samples. Participants were customers of Bu Rajab Resto Pancing and Cottage who had visited at least 2 times. A questionnaire was used for data collection. Data analysis involved linear regression, hypothesis testing and classical assumption tests, using the SPSS program. Price and service quality had a significantly positive impact on customer satisfaction, but promotions did not. Keywords: price, service quality, promotion, customer satisfaction

scholarly journals PENGARUH KUALITAS LAYANAN TERHADAP LOYALITAS NASABAH MELALUI CITRA PERUSAHAAN SEBAGAI VARIABEL MEDIASI

2018 ◽  
Vol 7 (12) ◽  
pp. 6675
Author(s):  
I Made Deddy Saputra ◽  
I Nyoman Nurcaya
Keyword(s):  
Quality Of Service ◽  
Image Quality ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Customer Loyalty ◽  
Corporate Image ◽  
Analysis Technique

Customer satisfaction is an important element in determining and maintaining and growing the company. To be able to develop loyalty among its customers, banks need to know what factors influence loyalty and assess their performance in these factors. This research was conducted at PT. BPR Bali Dananiaga Denpasar. The number of respondents of this study were 117 respondents. Data collection is done through observation, interview and questionnaire. This research uses instrument test by using path analysis technique. Based on the analysis result found that service quality variable have positive and significant effect to company image. Quality of service has a positive and significant impact on customer loyalty. So the better the service quality of PT. BPR Bali Dananiaga, it will increase customer loyalty in PT. BPR Bali Dananiaga in Denpasar City. Corporate image has a positive and significant impact on customer loyalty. Corporate image proved able to mediate positively and significantly influence between service quality to customer loyalty.

Pengaruh Kualitas Layanan Terhadap Tingkat Kepuasan Masyarakat Pada Kantor Imigrasi Bengkalis

2020 ◽  
Vol 9 (1) ◽  
pp. 102-114
Author(s):  
Muhammad Fadhil Junery ◽  
Nur Asyira
Keyword(s):  
Data Collection ◽  
Service Quality ◽  
Quantitative Method ◽  
Central Government ◽  
Sampling Technique ◽  
Community Satisfaction ◽  
Convenience Sampling

This research aims to determine the immigration office services providing services to the community and how much influence the quality of immigration office services on the level of community satisfaction. This research uses a descriptive quantitative method. The population in this research amounted to 21613 people. While sampling uses the Slovin formula with convenience sampling technique so that a sample of 100 people is obtained. Data collection techniques used were observation, interviews, documentation, questionnaires and literature studies. The results of this research are that the service at the Bengkalis Immigration Office has been well fulfilled based on the determination of the central government. Then the service quality of Bengkalis Immigration Office has a significant effect on the level of community satisfaction with a percentage of influence of 68.6% and the remaining 31.4% is influenced by other variables.

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