scholarly journals Faktor-Faktor yang Mempengaruhi Kepuasan Mahasiswa pada Universitas Bina Nusantara

2012 ◽  
Vol 3 (1) ◽  
pp. 563 ◽  
Author(s):  
Reina Reina
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Student Satisfaction ◽  
Significant Influence ◽  
Research Methodology ◽  
Correlation Effects ◽  
Five Dimensions ◽  
Independent Variables

This study aims to determine the factors that influence student satisfaction of service quality. The research methodology used correlation effects of independent variables, namely the factors of service quality; reliability, responsiveness, assurance, empathy, and tangibles against the dependent variable, the satisfaction of students. The results showed that the five dimensions of service quality is significant influence on student satisfaction. BINUS University needs to improve the quality of service to increase the level of student satisfaction.

scholarly journals Peran Kualitas Layanan Dalam Menciptakan Loyalitas Mahasiswa

2020 ◽  
Vol 2 (1) ◽  
pp. 10-27
Author(s):  
Dewa Nyoman Benni Kusyana ◽  
Putu Atim Purwaningrat ◽  
Milla Permata Sunny
Keyword(s):  
Higher Education ◽  
Quality Of Service ◽  
Service Quality ◽  
Student Satisfaction ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Five Dimensions ◽  
Student Loyalty ◽  
Education Service

Quality of service plays an important role in the world of education, especially higher education, although there is still debate about the position of students as customers, but it is believed that the quality of service in higher education plays an important role in ensuring the survival of a university. The purpose of this study was to determine the effect of higher education service quality on the satisfaction and loyalty of FEBP UNHI students. The model of higher education service quality used in this study is HEdPERF which consists of five dimensions namely academic aspects, non-academic aspects, reputation, access, and program issues. The sample used was 119 students from management and accounting study programs with simple random sampling technique, and the analysis technique used was path analysis. The results obtained were (1) HEdPERF had a positive but not significant effect on student loyalty, (2) HEdPERF had a positive and significant effect on student satisfaction, (3) satisfaction had a positive and significant effect on student loyalty, and (4) satisfaction mediated the effect of HEdPERF on student loyalty.

scholarly journals The Effect of Competence, Price and Quality Of Service to The Satisfaction of Students

2020 ◽  
Vol 10 (1) ◽  
pp. 60-65
Author(s):  
Moh. Saiful Bahri
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Student Satisfaction ◽  
Significant Influence ◽  
Study Program ◽  
Number Of Factors ◽  
Management Students ◽  
Educational Staff ◽  
Research Analysis

The number of factors that can affect satisfaction, researchers try to see from the aspects of competence possessed by lecturers, educational staff, prices or costs to be borne by students and service quality. This research was conducted in the Management Study Program of the Faculty of Economics, University of Panca Marga Probolinggo with a sample of 100 management students from a total number of management students of 1000. The purpose of this study was to determine whether there was a significant influence between competence, price and quality of service on student satisfaction. Based on the results of research analysis shows that competence, price and service quality together have a significant effect on student satisfaction, where the magnitude of F is 19,060 with a sig level of 0,000. Whereas the results of the research analysis partially showed that the coefficient t of the competency variable, -0.201, proved that competence had no partial effect on student satisfaction with a sig value of 0.841. The coefficient t of the price variable, 2.609, proves that prices affect student satisfaction. If the price is raised and followed by an increase in service it will increase student satisfaction. So partially the price has a significant effect on student satisfaction. The coefficient of service quality t arithmetic which is 5,531 with sig 0,000 means that partially the quality of service has a significant influence on student satisfaction, while the quality of service provides the greatest influence on student satisfaction.

scholarly journals Factors Affecting Students’ Decisions Choosing SMA Maitreyawira Batam

2017 ◽  
Vol 3 (2) ◽  
pp. 172
Author(s):  
Emi Lestari
Keyword(s):  
Quality Of Service ◽  
Regression Analysis ◽  
Service Quality ◽  
Multiple Regression Analysis ◽  
Multiple Regression ◽  
Significant Influence ◽  
Factors Affecting ◽  
Independent Variables ◽  
Independent Variable

<p>This study examines the quality of service that includes variable Reliability, Responsiveness, Assurance, Empathy and Evidence Direct (Tangible) partially and simultaneously affect the decision of students to choose SMA Maitreyawira Batam. The method of multiple regression analysis used by the researcher is to know and examine how big influence of independent variable which numbers two or more. Multiple regression analysis is used to know the influence of independent variables on dependent variable. The number of samples of this research is 110 students of SMA Maitreyawira Batam. The result of the research shows that there is significant influence of service quality with variable of reliability, responsiveness, assurance, empathy and tangible to student decision to choose SMA Maitreyawira Batam.</p>

scholarly journals Servive Quality on Education Institution: Satisfaction Index and IPA (Case Study on Accounting Department of State Polytechnic of Malang)

2019 ◽  
Vol 3 (4) ◽  
pp. 549
Author(s):  
Sumiadji . ◽  
Futuh Handoyo ◽  
Fita Setiati
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Student Satisfaction ◽  
Descriptive Analysis ◽  
Education Institution ◽  
Two Dimensions ◽  
Study Program ◽  
Five Dimensions ◽  
Satisfaction Index

The purpose of this study was to determine the level of student satisfaction towards the quality of service provided by the Accounting Department, State Polytechnic of Malang (Polinema), by comparing the actual service delivered by the institution to the one expected by the students. Respondents as samples were determined proportionally for each study program and class of as many as 100 students. The questionnaire was randomly given to respondents to obtain a response to service quality consisting of 5 (five) dimensions, namely tangible, reliability, responsiveness, assurance and empathy. Data analysis was descriptive analysis prosiding from descriping the data in term of the mean and frequency, and than measuring student satisfaction index and ending up with determining the service quality using importance-performance analysis (IPA). The results showed that  most respondents were DIV Management Accounting study program students, of whom the majority were female. The frequency of the students response for the quality of the received service fell into the catagory of very satisfying, which means that, in general, the quality of service received by students was very satisfying. There were found two dimensions in quadrant A where two forms of service quality must be improved immediately, four dimensions in quadrant B where six forms of service quality must be maintained, and all dimensions in quadrant D where eight forms of service quality in the short term may be ignored.

PENGARUH KUALITAS PELAYANAN DAN PROMOSI TERHADAP PERLUASAN PANGSA PASAR PRODUK DANA TALANGAN HAJI DI BANK SYARIAH MANDIRI KCP UJUNGBERUNG DAN KCP RANCAEKEK BANDUNG

2018 ◽  
Vol 2 (1) ◽  
pp. 1-15
Author(s):  
Intan Nurrachmi
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Market Share ◽  
Significant Influence ◽  
Strong Correlation ◽  
T Test ◽  
Market Expansion ◽  
Difference Constraints ◽  
Branch Office

This study departs from the hajj bailout financing facility which is a booming product because of the customer's interest, but in this case there is a difference in the target achievement between Bank Syariah Mandiri (BSM) Ujungberung KCP which is less successful in improving the hajj bailout products while the Rancaekek KCP is very superior in one consolidation Ahmad Yani Branch Office Bandung. This is what is interesting for researchers to carry out this research, the difference constraints include service quality and promotion factors. This phenomenon raises problems that must be examined, namely how the influence of service quality and promotion of market share expansion products hajj bailouts at Bank Syariah Mandiri KCP Ujungberung and KCP Rancaekek Bandung. This study aims academically to contribute in the study of Islamic economics in worksheets, especially the quality of service and promotion of market share expansion and practically expected to be able to provide input to all employees of BSM KCP Ujungberung regarding the quality of service and promotion of market expansion of bailout products. Hajj that has been successfully carried out by BSM KCP Rancaekek.The conclusion of this study is that there is a significant influence of service quality on the expansion of market share by 53.3% with a strong correlation of 0.730 and through t test, where t counts at 8.245 (> t table), then H_0 is rejected and H_i is accepted. Furthermore, there is a significant influence of promotion on the expansion of market share by 30.3% with a moderate / sufficient correlation of 0.550 through t test, where t counts is 4.219 (> t table), then H_ (0) is rejected and H_i is accepted. Then there is a significant influence of service quality and promotion simultaneously to the expansion of market share by 60.6% and a strong correlation of 0.784 and through Test F, where F count is 67.023 (> F table), then 〖H〗 _ ( 0) rejected and H_i accepted.

scholarly journals ANALISIS FAKTOR-FAKTOR YANG MEMENGARUHI KEPUASAN LAYANAN AKADEMIK MAHASISWA PRODI DIPLOMA I KEPABEANAN DAN CUKAI

2017 ◽  
Vol 1 (1) ◽  
Author(s):  
Agus Sriyanto
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Latent Variables ◽  
Structural Equation ◽  
Positive Impact ◽  
Positive Influence ◽  
Equation Modeling ◽  
Policy Makers ◽  
Five Dimensions

ABSTRACT:Improving the quality of education becomes very important nowadays to meet the increasing demands of graduates’ future institutions. This research adopts five dimensions of service quality initiated by Parasuraman, Zeithaml and Berry (servqual) to assess the quality of academic services affecting student satisfaction. Once the determinants are known, they can be used by policy makers to improve student satisfaction levels. After identifying the determinant factors, policy makers can use them to improve the level of satisfaction of students. There are 100 respondents who participated in this research. The data was collected using surveys and analyzed using structural equation modeling with Smart PLS 3.0. The results showed that among five hypotheses tested, all variables have the positive influence, however, there are two latent variables which have significant associations, while the others have not. Responsiveness and empathy have positive and significant impact on the student satisfaction, while tangible, reliability and assurance have a positive impact but not significant. Keywords: customs student satisfaction, service quality, servqual, SEM.ABSTRAK:Meningkatkan kualitas pendidikan menjadi sangat penting dewasa ini untuk memenuhi tuntutan kebutuhan unit pengguna yang semakin meningkat. Penelitian ini mengadopsi lima dimensi kualitas jasa yang digagas oleh Parasuraman, Zeithaml dan Berry (Servqual) untuk menilai kualitas layanan akademik yang mempengaruhi kepuasan mahasiswa. Setelah faktor-faktor penentu dari dimensi servqual dapat diketahui maka faktor-faktor tersebut dapat digunakan oleh pembuat kebijakan untuk meningkatkan tingkat kualitas layanan kepada mahasiswa. Ada 100 responden di pilih secara acak dari total populasi yang berpartisipasi dalam penelitian ini. Data dikumpulkan dengan menggunakan survei online dan dianalisis dengan pemodelan persamaan struktural dengan bantuan software Smart PLS 3.0. Hasil penelitian ini menunjukkan bahwa dari kelima dimensi servqual, semua variabel memiliki pengaruh positif terhadap kepuasan mahasiswa, namun dari lima variabel tersebut hanya dua variabel laten yang mempunyai pengaruh signifikan, sementara tiga variabel yang lain tidak signifikan. Daya tanggap dan empati berpengaruh positif dan signifikan terhadap kepuasan siswa, sedangkan bukti fisik, keandalan dan jaminan memiliki dampak positif namun tidak signifikan.Kata Kunci: kepuasan, Mahasiswa Bea dan Cukai, kualitas layanan, Servqual, SEM                  

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 The Influence of Service Quality on inpatients Satisfaction: Study at Bahagia Hospitals, Makassar City

Jurnal Office ◽  
2021 ◽  
Vol 7 (1) ◽  
pp. 21
Author(s):  
Herlina Sakawati ◽  
Nina Agustina ◽  
Sulmiah Sulmiah
Keyword(s):  
Quality Of Service ◽  
Data Analysis ◽  
Service Quality ◽  
Significant Influence ◽  
Research Method ◽  
Descriptive Analysis ◽  
Sampling Technique ◽  
Survey Method ◽  
Inferential Analysis

This study aims to determine the effect of service quality on inpatient satisfaction at the Bahagia Hospital in Makassar City. The research method used is a quantitative survey method using an explanatory approach. A sample of 100 people who are inpatients at the Bahagia Hospital using accidental sampling technique. The data analysis used is descriptive analysis and inferential analysis. The results showed that the quality of service had a significant influence on the satisfaction of inpatients at the Bahagia Hospital. This shows that service quality has an important role so that service delivery can provide results in accordance with what patients expect

scholarly journals ANALISIS KEPUASAN SISWA TERHADAP QUALITY OF SERVICE JARINGAN WLAN SMKN 2 PADANG MENGGUNAKAN METODE FUZZY-SERVQUAL

2018 ◽  
Vol 6 (1) ◽  
Author(s):  
Agung Rorhi Prayudha ◽  
Elfi Tasrif ◽  
Nurindah Dwiyani
Keyword(s):  
Fuzzy Logic ◽  
Quality Of Service ◽  
Student Satisfaction ◽  
Business Travel ◽  
Five Dimensions ◽  
Performance Outcome ◽  
Perceptions And Expectations

Satisfaction is the level of one's feelings after comparing the performance (outcome) that he felt compared to his expectations. Servqual method combined with fuzzy logic with the aim that the measurement of perceptions and expectations of students can be measured more precisely with more objective data.The purpose of this research is to measure the level of student satisfaction on Quality of Service WLAN network SMKN 2 Padang using Fuzzy-Servqual method. The method used in determining the level of student satisfaction is Servqual method that contains five dimensions of reliability, responsiveness, tangibles, security and access. The results of the analysis show that the overall gap is negative, which means that students are not satisfied with WLAN SMKN 2 Padang service. The gap value of each dimension in the Accounting department is reliability = -0.580; responsiveness = -0.4461; tangible = -0.603; security = -0.146; access = -0.4463. While in the tourism business travel department (UPW) gap value for the dimensions of reliability = -1,620; responsiveness = -1,460; tangible = -1,897; security = -1,517; access = -1,260. For the overall gap Accounting majors = -0.451, while the tourism business travel (UPW) = -1.540. Keywords: Fuzzy-Servqual, gap, WLAN

scholarly journals Desain Pelayanan Prima dengan Metode Servqual di Restoran Ikan Bakar Yayat Cilacap

Jurnal PASTI ◽  
2020 ◽  
Vol 14 (2) ◽  
pp. 202
Author(s):  
Amin Syukron ◽  
Aindita Aindita
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Competitive Advantage ◽  
Sea Turtle ◽  
Quality Service ◽  
Five Dimensions ◽  
Excellent Service ◽  
Speed And Accuracy

A company's competitive advantage can be seen from how loyal consumers are to the company. one of the companies that prioritizes quality of service is restaurant, where a restaurant must be able to provide excellent service to consumers or customers. The object of this research is the Fish Grill Yayat restaurant located in the Cilacap sea turtle tourism area. by using servqual metoode, the researcher conducted a GAP search on attributes on five dimensions of service quality namely Tangiblem, Reliability, Responsiveness, Assurance, Emphaty. Based on research that has been done, there are several conclusions that can be drawn, among others, to produce a quality service product, an activity is needed to capture the expectations desired by consumers who will be translated into attributes. The greatest GAP value obtained from the results of the study is on the attributes and dimensions of Attribute 12: the quality of speed and accuracy of the services provided (-0.84), Attribute 11: the ability of employees to explain various questions clearly and easily understood language (-0, 67), Attribute 16: employee hospitality in providing services (-0.67). From these data it can be seen that the overall value of GAP 5 is negative and therefore needs to be improved.

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