scholarly journals Tingkat Kepuasan Pelanggan dari Kualitas Jasa Layanan

The Winners ◽  
2009 ◽  
Vol 10 (2) ◽  
pp. 109
Author(s):  
Onny Juwono
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
The Other ◽  
Retail Outlet ◽  
Weighted Mean ◽  
Research Results ◽  
Marketing Program ◽  
Other Hand

Recently, consumers become more critical. They criticize whenever they found the quality of service offered was not according to what had already been promised. On the other hand, quality of service became the sword of marketing program. Thus, these two elements go hand in hand to retain consumers. This research aims to answer some problems regarding quality of service of a photo developer retail outlet. Data gathered from consumers were analyzed by using validity, realibility and weighted mean to indicate the response of consumers towards all elements embeeded within the business. The research results showed that consumers found satisfied with the service given. However, the study suggested several steps to maintain customer satisfaction.

Effect of Computer-Assisted Scheduling and Dispatching Systems on Paratransit Service Quality

2002 ◽  
Vol 1791 (1) ◽  
pp. 51-58 ◽  
Author(s):  
Anthony M. Pagano ◽  
Paul Metaxatos ◽  
Mark King
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
The Other ◽  
Computer Assisted ◽  
Other Hand ◽  
Central Illinois

The few computer-assisted scheduling and dispatching (CASD) systems evaluated to date do not, in general, provide details on the effects of quality of service. An analysis of the quality-of-service effects of a CASD system in central Illinois is presented. The analysis finds that a variety of service attributes have been positively affected by CASD implementation. Passengers experienced greater on-time rates at both pickup and drop-off, overall satisfaction with the service increased, and customer reporting of ride denials was reduced. On the other hand, the use of CASD to promote higher vehicle productivity resulted in slightly longer ride times. In addition, callers to the system experienced being put on hold more often. On the whole, the conclusion is that quality of service has been positively affected by the implementation of the CASD system.

An Assessment of the Effect of Remuneration on the Construction Performances of the Professionals in the Nigerian Building Industry

2012 ◽  
Vol 1 (1) ◽  
pp. 1
Author(s):  
J.A.B. Awoles ◽  
C.A. Ayedun
Keyword(s):  
Quality Of Service ◽  
Resource Management ◽  
Service Quality ◽  
Significant Relationship ◽  
The Other ◽  
Building Industry ◽  
Resource Manager ◽  
Environmental Resource ◽  
Other Hand

Construction professionals are the authors on one hand and co-executors of constructionprojects on the other, therefore, the quality of the services expected of them in constructionproject delivery as environmental resource manager is key. This paper investigated whetherquality of service of the construction professionals in Nigeria is influenced by the level ofprofessional fees receivable for services rendered hence their resource management role. Thedeterminants of service quality are identified and their means of evaluation examined usingthe SERVQUAL; instrument used for measurement of the service quality on responses gotfrom a set of questionnaires administered on the construction stakeholders comprising of theconstruction clients on one hand and the construction professionals on the other hand inLagos, Nigeria with a view to assessing the perception of the clients regarding the quality ofservices being received from their construction professionals vis-a-vis clients expectations.The study revealed that there was no significant relationship between the level of fees paidand the quality of service rendered by the construction professionals as the result of theanalysis of variance between service quality gap and the various methods of fees paid is notreflected in the service quality of construction professionals.

scholarly journals PENGARUH KUALITAS PRODUK TERHADAP KEPUASAN PELANGGAN DI RUMAH MAKAN “LESEHAN 88” MADIUN

2014 ◽  
Vol 2 (1) ◽  
Author(s):  
Dian Kristiana
Keyword(s):  
Data Collection ◽  
Customer Satisfaction ◽  
Product Quality ◽  
Positive Relationship ◽  
The Other ◽  
Regression Coefficients ◽  
Other Hand ◽  
Quality Of Products ◽  
Regression Tests

This study aims to determine the quality of the product at home eating "Lesehan 88" Madiun, to determine customer satisfaction in restaurants "Lesehan 88" Madiun, and to know is there any effect of product quality on customer satisfaction in the eating "Lesehan 88" Madiun.<br />The samples in this study using a quota sample of 100 people, based on the characteristics of customers who have made a purchase at least once. Data collection using questionnaires and documentation. In analyzing the data used statistical method to test the product moment correlation is valid whether or not the instruments used and the method of regression tests for testing the hypothesis put forward in this study.The results showed that the quality of products have an influence a positive relationship to customer satisfaction in the eating "Lesehan 88" Madiun. It is derived from the value of 0.752 while the value rhitung rtabel 0.195 (0.752 ≥ 0.195). On the other hand Sighit value of 0.000 and the value Sigprob at 00:05 (0.000 ≤ 0.05) with the Ha acceptable means quality products have a relationship with customer satisfaction in restaurants "Lesehan 88" Madiun. It also obtained the F test value, while the value Fcount Ftable 3.938 127.623 (127.623 ≥ 3.938). On the other hand Sigprob Sighit of 0.000 and 0.05 (0.05 ≤ 0.000). It means that there is rejection of H0 which indicates that there are significant between product quality to customer satisfaction in the eating "Lesehan 88" Madiun. Also obtained regression coefficients (t test) with tcount 11.297 1.660 while the value ttable (≥ 11.297 1.660). On the other hand sighit value of 0.000 and Sigprob value of 0.05 (0.05 ≤ 0.000). By this means Ha received no difference between the effect of product quality on customer satisfaction in the restaurant "Lesehan 88" Madiun. R2 of 0,566, results showed that 56.6% of customer satisfaction variables quality of the product, while the remaining 43.4% is influenced by other factors not examined.

scholarly journals Pricing Resources in LTE Networks through Multiobjective Optimization

2014 ◽  
Vol 2014 ◽  
pp. 1-9 ◽  
Author(s):  
Yung-Liang Lai ◽  
Jehn-Ruey Jiang
Keyword(s):  
Quality Of Service ◽  
Multiobjective Optimization ◽  
User Satisfaction ◽  
Mobile Services ◽  
The Other ◽  
Nsga Ii ◽  
Lte Networks ◽  
Other Hand

The LTE technology offers versatile mobile services that use different numbers of resources. This enables operators to provide subscribers or users with differential quality of service (QoS) to boost their satisfaction. On one hand, LTE operators need to price the resources high for maximizing their profits. On the other hand, pricing also needs to consider user satisfaction with allocated resources and prices to avoid “user churn,” which means subscribers will unsubscribe services due to dissatisfaction with allocated resources or prices. In this paper, we study the pricing resources with profits and satisfaction optimization (PRPSO) problem in the LTE networks, considering the operator profit and subscribers' satisfaction at the same time. The problem is modelled as nonlinear multiobjective optimization with two optimal objectives: (1) maximizing operator profit and (2) maximizing user satisfaction. We propose to solve the problem based on the framework of the NSGA-II. Simulations are conducted for evaluating the proposed solution.

scholarly journals Customer Satisfaction During the Covid-19 Pandemic Period at Private Clinic X Surabaya

2021 ◽  
Vol 2 (1) ◽  
pp. 09-17
Author(s):  
Laura Wulandari
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
Customer Satisfaction ◽  
Health Services ◽  
Observational Study ◽  
Health System ◽  
Sampling Method ◽  
The Other ◽  
Average Score

In an effort to provide public services, there are still many shortcomings when viewed from a quality perspective. It is still far from what the community expects. If this condition is not responded to, it will cause a bad image. During a pandemic period, the health system maintains a balance between meeting the needs for handling a pandemic and fulfilling essential health services. With a health protocol that must be carried out in order to break the chain of the spread of COVID-19, it is necessary to make technical adjustments to health services carried out by the FKTP. This, of course, can affect the quality of service which can also affect the satisfaction felt by patients. This study is an analytic observational study using non-probability techniques with an accidental sampling method with a sample of 200 people who are patients of clinic X in Surabaya and review patient satisfaction documents in the previous year. The variables studied were reliability, responsiveness, assurance, empathy and tangible aspects. The satisfaction received by clink X patients during the COVID-19 pandemic in 2020 was 3.60. In 2019, Clinic X received 3.85 satisfaction. The decline in the average score of patient satisfaction was at least in the assurance aspect (0.21), while the other four aspects experienced a decrease (0.26). There is a need for improvement efforts according to the current conditions of the COVID-19 pandemic to improve service and customer satisfaction at clinic X in Surabaya.

Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Tabungan Britama Pada Bank BRI Cabang Fatmawati

Liquidity ◽  
2018 ◽  
Vol 1 (1) ◽  
pp. 72-80
Author(s):  
Viva Faronika ◽  
Asriyal Asriyal
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Acceptable Level ◽  
Level Of Service ◽  
Level Of Satisfaction ◽  
Service Policies ◽  
Improve Service Quality ◽  
Relationship Of

If the customer is greater than acceptable level of service, the cutomer is not satisfied. Conversely, if an acceptable level of service greater than the expectations of customers, the customer will be satisfied. This means that if Bank BRI branch Fatmawati can improve service quality to its customer it will affect the level of satisfaction. In this research found evidence that, in terms of the creation of quality services, Bank BRI branch Fatmawati is one of the branches that participate to implement the established policies and service in accordance with the exiting service standard in the banking world. Amount of influence the determination of quality of service policies applied by the Bank BRI branch Fatmawati indicated by r2. r2 value only 45 % and the rest 55 % influenced by other variables not studied. Meanwhile, the variable relationship of service quality to customer satisfaction can be seen from the values r = 0,67. This shows the value of the correlation coefficient between the variables of service quality to customer satisfaction. This means there are strong relationships between the independent variable X (quality of service) to the dependent variable Y (customer satisfaction). Since r = 0,67 (67 %) greater then 50 %.

THE IMPLEMENTATION OF ISO 9001:2015 TO IMPROVE QUALITY OF SERVICE AT PUSAT KESIHATAN UNIVERSITI (PKU), UNIVERSITI UTARA MALAYSIA(UUM)

2018 ◽  
Vol 13 (Number 2) ◽  
pp. 67-77
Author(s):  
Anis Syamimi Abd Rahim ◽  
Mohd Norhasni Mohd Asaad
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Descriptive Statistics ◽  
Iso 9001 ◽  
Quality Of Services ◽  
Research Questions ◽  
Spss Software ◽  
The Relationship ◽  
Universiti Utara Malaysia

The purpose of this study is to review the implementation of ISO 9001:2015 in order to improve the quality of services at Pusat Kesihatan Universiti (PKU), Universiti Utara Malaysia. The respondents of this study were customers at the PKU, UUM. The questionnaire was distributed to 50 respondents. The data were analyzed using SPSS software version 24. The data were tested using descriptive statistics, and correlation analysis to answer the research questions and to achieve the objectives. The findings show that customers agree that implementation of ISO 9001:2015 give service at PKU, UUM is good and satisfied. Through the correlation test, the results showed that the relationship between the implementation of ISO 9001:2015 has a positive and significant impact on customer satisfaction and the effect of implementing ISO 9001:2015 has a positive and significant impact in improving quality of service at PKU, UUM.Through mean and standard deviation tests, results show that tangible dimensions are the main dimensions of customer satisfaction while dimensions with low values are dimensions of responsiveness.Therefore, all aspects of service in PKU, UUM will be strengthened and all aspects of the weaknesses could be addressed to improve the service in order to maintain good quality services.

Tingkat Kepuasan Nasabah Pada Bank Syariah Mandiri Cabang Bogor

2019 ◽  
Vol 4 (2) ◽  
pp. 34
Author(s):  
Priyo Wismantoro ◽  
Fika Dwiyanti
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Competitive Advantage ◽  
Customer Service ◽  
General Level ◽  
Customer Focus ◽  
Quality Improvements ◽  
Level Of Satisfaction

Business banking is a service business based on principles of trust and t5he customer is a major asset. Under conditions of business competition among banks strict bank that has resulted in only a competitive advantage (compatative advantage as well as a competitive advantage) who can reach the highest position in the eyes of cusmers or the public. Competitive advantage can be obtained from the quality of customer servicr, so the focus on customers (customer focus), responsive to the development of customer desires and continuously innovate is an acitivity that can be done to anticipate the cimpetitive conditions. In this case, the bank should always evaluate the quality of service given to customers and is reflected in the level of customer satisfaction obtained. Rate the quality of service branch of bank syariah mandiri bogor whole is still under service, because it still was below expectations, this is evident also that the general level of service is still not meeting customer expectations, because the level of hope (expectation0 the customer is generally higher than the level of performance (perfromance) or perception(perception)customer.        Empathy dimension of service quality dimensions are most critical or have any impact on the most powerful influence on the level of satisfaction. In this case, the willingness og bank syariah mandiri branch bogor provide individual attention in serving its clients is crucial. Empathy dimension attributes inclide individual attention, operational time , personal attention, giving interests, and understand the needs. These attributes is the main priority of service quality improvements are intensive and comprehensive.           Customer service strategy to be implemented by the management of bank syariah mandiri in perspective five dimensioris of service quality(tangibles, realiability,responsiveness, assurance and empathy) looks not optimal. In an effort to provide the best service (service excellence) and focus to the customer(customer focus), then the customer satisfaction can be obatained with significantly improved and the improvement of quality of serivice aspects and impticalions of the strategy need to be consldered

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

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