scholarly journals Analisis Kualitas Pelayanan PT Jasa Raharja dengan Metode Servqual

2014 ◽  
Vol 5 (2) ◽  
pp. 626 ◽  
Author(s):  
Enny Noegraheni Hindarwati ◽  
Anintia Jayasari
Keyword(s):  
Data Analysis ◽  
Service Quality ◽  
Quantitative Research ◽  
Insurance Company ◽  
Perceived Service Quality ◽  
A Value ◽  
Negative Expectation ◽  
Research Gap

In order to improve the image of insurance company, this study was done to find a picture of the accident victim’s satisfaction with the service of insurance company Jasa Raharja. Descriptive quantitative research was conducted with a population of accident victims. Data were taken with questionnaires by 80 respondents and data analysis used SERVQUAL. The results showed that the overall levels of accident victim’s satisfaction with the service of insurance company Jasa Raharja levels are disatisfied. This is evident from the value of the gap between perception and negative expectation. Dimensions of perceived service quality as dissatisfaction by the accident victims are the reliability, responsiveness, assurance, and empathy dimension. Result was obtained from this research gap between perception and expectation of service with a value of - 0.0284. Therefore, it is suggested to the insurance company Jasa Raharja to improve services to accident victims, especially dimensions unsatisfactory service for accident victims.

Pengaruh Kualitas Pelayanan, Harga, dan Promosi Terhadap Kepuasan Pelanggan pada PT. Benua Trans Maju Bersama Cabang Medan

2021 ◽  
pp. 88-93
Author(s):  
Nurmaidah Ginting ◽  
Mila sari Br Ginting ◽  
, Ine Selvia Br Tarigan
Keyword(s):  
Regression Analysis ◽  
Data Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Significant Influence ◽  
Quantitative Research ◽  
Analysis Model ◽  
Validity And Reliability ◽  
Normality Test ◽  
Sample Test

in this study is to find out how the influence of service quality, price and promotion on customer satisfaction with the aim of testing and analyzing the effect of service quality, price and promotion on customer satisfaction at PT. Benua Trans Maju Bersama Cabang Medan. The research was started in October 2020 – May 2021. In this study, the researcher used quantitative research techniques with the type of research being descriptive quantitative and the nature of the research was descriptive explanatory research. The population in this study were all customers has 223 customers. where validity and reliability were first tested in order to determine whether a questionnaire was valid or not, and researchers did it to 30 customers and the rest were 143 customers as a sample test. Then it is processed using the classical assumption test which includes: normality test, multicollinearity test, and heteroscedasticity test. The data analysis model in this study uses multiple regression analysis. The conclusion from the results of this study is that there is a service quality partially positive and significant effect on customer satisfaction. The price partially positive and significant effect on customer satisfaction. Promotion positive and significant effect on customer satisfaction Simultaneously the variables of service quality (X1), price (X2) and promotion (X3), there is a positive and significant influence on customer satisfaction (Y).

scholarly journals Analisis Kepuasan Penumpang Gerbong Kereta Api Khusus Wanita menggunakan Model Servqual

Humaniora ◽  
2011 ◽  
Vol 2 (1) ◽  
pp. 544 ◽  
Author(s):  
Wing Ispurwanto ◽  
Vany Widya Pricillia
Keyword(s):  
Service Quality ◽  
Quantitative Research ◽  
Sampling Technique ◽  
Physical Evidence ◽  
A Value ◽  
Passenger Satisfaction ◽  
Model Research ◽  
Perception Gap ◽  
Levels Of Service ◽  
Negative Expectations

To find women's representation of passenger satisfaction for the special woman carriage train service traveling the routes of Bogor to Jakarta, researcher performed a descriptive quantitative research with a population of rail passengers. Data taken from 80 respondents using incidental sampling technique is analyzed using the SERVQUAL model. Research results show that overall passenger satisfaction levels of service specific car is at the level of discontent. This can be seen from the gap between perceptions and negative expectations. Dimensions of service quality perceived by passengers are not satisfied that the dimensions of connection, reliability, response and physical evidence. However there are several dimensions of service quality perceived by passengers quite happy. Dimensions are empathy, facilities, security and comfort. This research concludes that there is a perception gap between the expectations of the ministry with a value of -1.101. Therefore, it is recommended to train the managers to improve service for passengers, especially the dimensions of felt unsatisfactory by passengers.  

scholarly journals PERSEPSI NILAI DAN KUALITAS LAYANAN TERHADAP PERILAKU KEWARGANEGARAAN PELANGGAN APLIKASI GO-JEK

2019 ◽  
Keyword(s):  
Data Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Sampling Method ◽  
Perceived Value ◽  
Sampling Technique ◽  
Mediating Effect ◽  
Citizenship Behavior ◽  
Perceived Service Quality ◽  
Customer Citizenship Behavior

This study aims to determine the effect of perceived value and perceived service quality by Go-Jek application users in Surabaya. The population in this study were all Go-Jek users throughout Indonesia. Samples were taken using a non-probability sampling method that specifically uses a purposive sampling technique. Based on the sampling technique, 200 samples were used in this study using Go-Jek in Surabaya. Data collection was carried out using a questionnaire that was distributed directly to respondents. The statistical method used as data analysis is PLS followed by WarpPLS 6.0. The results showed that customer satisfaction partially influenced mediation in service quality with customer citizenship behavior. In addition, customer satisfaction has a partial mediating effect on the perceived value by customer citizenship behavior

scholarly journals The Effect of Service Quality and Results on Customer Satisfaction Mudharabah Savings in PT. Bank Syariah Mandiri Gorontalo Branch Office, Indonesia

2021 ◽  
Vol 1 (1) ◽  
pp. 17-25
Author(s):  
Adelia Arkani ◽  
Muhibbuddin Muhibbuddin
Keyword(s):  
Data Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Significant Influence ◽  
Quantitative Research ◽  
Profit Sharing ◽  
Analysis Method ◽  
Research Populations ◽  
Branch Office ◽  
Simple Regression

This research aims to determine and test the effect of service quality and profit sharing on customesrs’satisfaction of Mudharabah savings in Gorontalo branch office. This is a quantitative research. The research populations were customers at PT. Bank Syariah Mandiri Gorontalo Branch Office. The sample used in this research amounted to 90 customers. Primary datawerecollected through questionnaire whichwasthen processed using IBM SPSS 25 application. The data analysis method used simple regression analysis.The results indicate that there is positive and significant influence of service quality and profit sharing on Customers’ Satisfaction of Mudharabah savings at PT. Bank Syariah Mandiri Gorontalo Branch Office with value of 1,178 in its significance of 0.242, and the rest is affected by other factors out of this research discussion.

scholarly journals PENGARUH KUALITAS PELAYANAN KOPERASI TERHADAP KEPUASAN ANGGOTA KOPERASI SIMPAN PINJAM (KSP) BHAKTI LESTARI KECAMATAN SUNGAI TEBELIAN

2019 ◽  
Vol 4 (2) ◽  
pp. 89-98
Author(s):  
Enny Khuswati ◽  
Dessy Triana Relita
Keyword(s):  
Quality Of Service ◽  
Data Analysis ◽  
Service Quality ◽  
Random Sampling ◽  
Quantitative Research ◽  
Sampling Method ◽  
Simple Random Sampling ◽  
T Test ◽  
Validity And Reliability

Abstract:This study aims to determine how the influence of service quality on member satisfaction. This research is quantitative research. The population in this study were 503 members of the Bhakti Lestari Savings and Credit Cooperative who addressed the Merarai Satu Village, Sungai Tebelian District, Sintang Regency. The number of samples in this study were 80 respondents, the sampling method  Used was Simple Random Sampling. Data analysis was first carried out by looking for validity and reliability, contribution tests, and classic assumption tests. The results showed that the quality of service affects the satisfaction of members of the Cooperative Bhakti Lestari with the results of the t test, obtained a t count of 8.774 is greater than (>) t table of 1.990 and the value of Sig. 0,000 <0.05.Keywords: Service Quality, Member SatisfactionAbstrak: Penelitian ini bertujuan untuk mengetahui bagaimana pengaruh kualitas pelayanan terhadap kepuasan anggota. Penelitian ini termasuk jenis penelitian kuantitatif.Populasi pada penelitian ini adalah anggota Koperasi Simpan Pinjam (KSP) Bhakti Lestari sebanyak 503 orang yang beralamatkan di Desa Merarai Satu, Kecamatan Sungai Tebelian, Kabupaten Sintang.Jumlah sampel dalam penelitian ini sebanyak 80 responden, metode pengambilan sampel yang digunakan adalah Simple Random Sampling.Analisis data terlebih dahulu dilakukan dengan mencari validitas dan reliabilitas, uji kontribusi, serta uji asumsi klasik. Hasil penelitian menunjukkan bahwa kualitas pelayanan berpengaruh terhadap kepuasan anggota Koperasi Bhakti Lestari dengan hasil uji t, diperoleh nilai thitung 8,774 lebih besar dari (>) ttabel 1,990dan nilai Sig. 0,000 < 0,05Kata Kunci: Kualitas Pelayanan, Kepuasan Anggota

scholarly journals The Relationship Between Organizational Commitment and Readiness to Change for Employee of PT X

2021 ◽  
Vol 17 (1) ◽  
pp. 78-88
Author(s):  
Zaretta Dias Prastiti
Keyword(s):  
Data Analysis ◽  
Organizational Commitment ◽  
Quantitative Research ◽  
Readiness To Change ◽  
Readiness For Change ◽  
Significance Level ◽  
A Value ◽  
The Subject ◽  
Relationship Of ◽  
The Relationship

The purpose of this study is to determine the relationship of organizational commitment and readiness to change. This study is a quantitative research with an explanatory method. The subject for this research conducted to 75 employee of PT X Jatimbalinusra. Data collection using Organizational Commitment Scale developed by Allen and Mayer (1991) and READ 3 Readiness for Change Scale belongs to Hanpacern (1997). Data analysis using IBM SPSS Statistic 22. From the result of this study showed the correlation between the value of organizational commitment and readiness for change is 0,000 which is worth less than the significance level of 0,05. The strenght of the correlation between two variables is strong with a value of 0,856. This indicate that there is a significant correlation between organizational commitment and readiness to change.

scholarly journals HUBUNGAN ANTARA KECERDASAN EMOSIONAL DENGAN HASIL BELAJAR SENI MUSIK KELAS XI SMA NEGERI 1 UJUNGBATU

2019 ◽  
Vol 8 (4) ◽  
pp. 20
Author(s):  
Aidha Thania ◽  
Tulus Handra Kadir
Keyword(s):  
High School ◽  
Emotional Intelligence ◽  
Data Analysis ◽  
Learning Outcomes ◽  
Quantitative Research ◽  
Significance Test ◽  
Senior High School ◽  
Significance Level ◽  
A Value ◽  
Test Requirements

Abstract This article aimed to determine the relationship between emotional intelligence and Music Art Learning Outcomes of the class IX in Senior High School 1 Ujungbatu. Type of research was quantitative research. The forms of research instrument were questionnaires and documentation. The types of data in this study were both primary and secondary. Techniques of data collection were done by giving questionnaire and documentation. Data analysis was done in several stages, namely test requirements analysis and hypothesis testing. Based on the results of the study, the contribution coefficient between emotional intelligence and learning outcomes is obtained at 23.74%. From the data analysis test, it is found that the data is normal and homogeneous. The test result is at the significance level of α 0.05 (95% of confidence level) obtained a value of rcount = 0.4878 and rtable = 0.220 so that it is obtained rcount> rtable (0.4878> 0.220). This is reinforced by the results of the significance test which shows tcount = 4.9351 and ttable = 1.990 so that tcount> ttable (4.9351> 1.990) is obtained. Thus H0 is rejected and H1 is accepted which means that there is a positive and significant relationship between emotional intelligence and the Music Art Learning outcomes of the class XI in Senior High School 1 Ujungbatu. Keywords: Emotional Intelligence, Learning Outcomes

scholarly journals PENGARUH DIMENSI KUALITAS PELAYANAN TERHADAP KEPUASAN MASYARAKAT PADA PROSES PEMBUATAN SIM DI SATLANTAS SATUAN PENYELENGGARA ADMINISTRASI SIM (SATPAS) POLRES KENDARI

2021 ◽  
Vol 4 (3) ◽  
pp. 121
Author(s):  
Muhammad Aris ◽  
Murdjani Kamaluddin ◽  
Muhammad Masri
Keyword(s):  
Data Analysis ◽  
Service Quality ◽  
Research Design ◽  
Quantitative Research ◽  
Sampling Technique ◽  
Primary Data ◽  
Community Satisfaction ◽  
Physical Evidence

The purpose of this study was to determine the effect; 1) Simultaneously the dimensions of service quality consisting of tangibles, reliability, responsiveness, assurance, on community satisfaction. 2) partially the tangible dimension to community satisfaction. 3) partially the dimension of reliability to community satisfaction. 4) partially the dimensions of responsiveness to community satisfaction. 5) partially the dimension of assurance to community satisfaction. 6) partially the dimension of empathy to community satisfaction. The research design used is quantitative research. The data used are secondary and primary data. Data analysis usingSPSS software version 20. The sampling technique uses accidental sampling totaled 48 applicants who made SIM at the Kendari Police SATPAS. The results showed that; 1) The dimensions of service quality simultaneously have a positive and significant effect on community satisfaction. 2) The dimension of physical evidence (tangible) partially has a positive and significant effect on community satisfaction. 3) The dimension of reliability partially has a positive and significant effect on community satisfaction. 4) The dimension of responsiveness (responsiveness) partially has a positive and significant effect on community satisfaction. 5) The partially assurance dimension has a positive and significant effect on community satisfaction. 6) Dimensions of empathy (empathy) partially have a positive and significant effect on community satisfaction.

scholarly journals PENGARUH PEMBERIAN KOMPENSASI TERHADAP PENINGKATAN KINERJA GURU HONORER

2020 ◽  
Vol 10 (2) ◽  
pp. 165-173
Author(s):  
Maharani Maharani ◽  
Zakaria Zakaria ◽  
Muh.Rasmi Rasmi
Keyword(s):  
Data Analysis ◽  
Quantitative Research ◽  
Descriptive Analysis ◽  
Statistical Test ◽  
Descriptive Statistics ◽  
Test Results ◽  
Average Value ◽  
A Value ◽  
Analysis Technique ◽  
Regression Test

The main problem in this research is 1) How to provide compensation in MA Al-IhsanKajuara Awangpone District Bone Regency. 2) How is the performance of the honorary teacher in MA Al-Ihsan Kajuara Awangpone District Bone Regency. 3) How is the effect of giving compensation to the improvement of the performance of honorary teachers in MA Al-Ihsan Kajuara Awangpone District Bone Regency.The research method used is descriptive quantitative research and population in this study were all honorary teachers who tought the at the school with a sample of 16 honorary teachers. Research instruments using questionnaires and documentation. The data analysis technique used is descriptive analysis with the product moment statistical test. Based on the results of data analysis using descriptive statistics, it is known that the average value for compensation (X) is 16, number 16 is in the sufficient category and the average value for the performance of honorary teachers (Y) is 52,25, number 52,25 is in the good category. While the results of the statistical analysis of the product moment show the regression test results obtained bythe value of =0,685, this proves that the provision of compensation for the performance of honorary teachers is relatively strong. Then used the F statistic with the criteria for rejecting test  if with a value 12,364,60. This shows that there is a positive and significant effect between the provision of compensation to the improvement of the performance of honorary teachers in MA Al-Ihsan Kajuara Awangpone District Bone Regency.

KUALITAS LAYANAN SEBAGAI FAKTOR PENENTU KEPUASAN : PENGALAMAN WISATAWAN NUSANTARA DI DESA WISATA KABUPATEN SLEMAN

2020 ◽  
Vol 14 (2) ◽  
pp. 125
Author(s):  
Purwani Retno Andalas ◽  
Lucia Nurbani Kartika
Keyword(s):  
Data Analysis ◽  
Service Quality ◽  
Sampling Method ◽  
Sampling Technique ◽  
Probability Sampling ◽  
Tourist Satisfaction ◽  
A Value ◽  
Repeat Visit ◽  
Independent Variable ◽  
Repeat Visits

ABSTRACT Penelitian ini bertujuan untuk menganalisis pengaruh berbagai dimensi kualitas layanan terhadap kepuasan wisatawan domestik, serta menganalisis tingkat probabilitas pengaruh dimensi kualitas layanan tersebut  terhadap kepuasan dan ketidakpuasan wisatawan setelah berkunjung ke desa wisata kabupaten Sleman. Data dalam penelitian ini dikumpulkan dengan menyebarkan kuesioner kepada responden yang dipilih menggunakan metoda non-probability sampling, dengan teknik accidental sampling. Dimensi kualitas layanan sebagai variabel independen meliputi wujud fisik, keandalan, ketanggapan, jaminan dan empati, sedangkan kepuasan wisatawan sebagai variabel dependen meliputi kepuasan atas kualitas layanan, kepuasan atas kualitas menyeluruh dan minat kunjungan ulang.  Sedangkan  pengukuran variable kualitas layanan menggunakan skala Likert dengan nilai antara 1 sampai dengan 5 sedangkan variable kepuasan bersifat kategorial menggunakan skala nominal. Adapun metode analisis data menggunakan regresi logistik. Hasil analisis data menunjukkan bahwa dimensi jaminan dan empati berpengaruh signifikan terhadap kepuasan atas kualitas layanan dan kualitas menyeluruh, sedangkan dimensi wujud fisik, keandalan dan ketanggapan tidak berpengaruh. Kepuasan dalam bentuk minat melakukan kunjungan ulang, tidak dipengaruhi secara signifikan oleh seluruh dimensi kualitas layanan. Keywords: wujud fisik,, keandalan, ketanggapan, jaminan, empati dan kepuasan.  ABSTRACT This study aims to analyze the effect of various dimensions of service quality on domestic tourist satisfaction, and analyze the probability level of the dimensions influence of service quality on tourist satisfaction and dissatisfaction after visiting the Sleman regency tourism village. Data in this study were collected by distributing questionnaires to selected respondents using a non-probability sampling method, with accidental sampling technique. The dimensions of service quality as an independent variable include tangibles, reliability, responsiveness, assurance and empathy, while tourist satisfaction as the dependent variable includes satisfaction with service quality, satisfaction with overall quality and interest in repeat visits. While the measurement of service quality variables using a Likert scale with a value between 1 to 5 while the satisfaction variable is categorical using a nominal scale. The data analysis method uses logistic regression. The results of data analysis showed that the dimensions of assurance and empathy have a significant effect on satisfaction with service quality and overall quality, while the dimensions of physical appearance, reliability and responsiveness have no effect. Satisfaction in the form of an interest in a repeat visit is not significantly influenced by all dimensions of service quality. Keywords - tangibles, reliability, responsiveness, assurance, empathy and satisfaction.

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