scholarly journals THE ROLE OF THE TOURIST INFORMATION CENTER (TIC) OF SOEKARNO HATTA AIRPORT IN THE CHOICE OF TOURIST DESTINATIONS BASED ON TOURIST CHARACTERISTICS AND SERVICES

2020 ◽  
Vol 18 (4) ◽  
pp. 667-681
Author(s):  
Agung Setiawan ◽  
◽  
Jono M. Munandar ◽  
Ma’mun Sarma ◽  
◽  
...  
Keyword(s):  
User Satisfaction ◽  
Service User ◽  
Structural Equation ◽  
Occupational Status ◽  
Equation Modeling ◽  
Tourist Destination ◽  
Tourism Promotion ◽  
Information Center ◽  
Tourism Information ◽  
Tourist Information

Tourist destination information is an important element in tourism promotion and marketing. The need for tourism facilities that can respond to problems related to the availability of tourism information and at the same time play a role in tourism promotion and marketing activities of a tourist destination requires the presence of a Tourism Information Center/TIC. Tourist Information Center (TIC) activities are service activities with the core being the delivery of tourist information. This research is exploring the three previous research conducted by Brady Cronin (2001), Gronroos (2000), and King (1987), which aims to investigate the optimization of TIC services. Sampling in this study was 175 respondents. Data processing uses SPSS and Structural Equation Modeling (SEM) AMOS 24. Service users were predominantly male, with an age range of 26-35 years, and the majority of undergraduate education, occupational status was dominated by private employees. While natural wonders become the main choice of tourists and the length of stay between 8-14 days. The main purpose of tourists visiting the TIC to get tourism information and transportation information. Whereas the tourist objects most favored by tourists are natural wonders and adventure wonders. Furthermore, the results of TIC service analysis show that physical environment quality, interaction quality, outcome quality affect service user satisfaction, while E-Technology quality does not affect service user satisfaction.

scholarly journals ANALYSIS THE EFFECT OF SERVICE QUALITY, PRICE ADVANTAGES, AND MARKETER’S BEHAVIORAL TOWARDS CUSTOMER SATISFACTION IN ORDER TO INCREASE CUSTOMER LOYALTY (Study in PT. DES TEKNOLOGI INFORMASI)

2019 ◽  
Vol 17 (1) ◽  
pp. 63
Author(s):  
Edwin Krisna Nugroho
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
User Satisfaction ◽  
Service User ◽  
Structural Equation ◽  
Empirical Studies ◽  
Positive Influence ◽  
Equation Modeling ◽  
Positive Effect

This research is aimed to examine the effect of Service Quality, Price Excellence, and Marketers Behavioral Behavior, to Customer Satisfaction, and its impact on Customer Loyalty. The problem of research is how to improve Customer Loyalty, by improving Customer Satisfaction, through Service Quality, Price Excellence, and Behavior Ethics of Marketers?The sample in this research is the customer of PT. DES Teknologi Informasi of 150 respondents. Data analysis is done by Structural Equation Modeling (SEM) using AMOS software. The results of the analysis show that Service Quality, Price Excellence, Marketers Behavior Ethics, have a positive and significant influence on Service User Satisfaction, in order to increase Service User Loyalty.The results of these empirical studies have an indication that Service Quality has a positive influence on Customer Satisfaction; Price advantage has a positive effect on Customer Satisfaction; Behavior Ethics Marketers have a positive influence on Customer Satisfaction; User Service Satisfaction has a positive effect on Customer Loyalty.

scholarly journals PERSEPSI DAN MOTIVASI WISATAWAN YANG BERKUNJUNG KE DAYA TARIK WISATA JEMBONG DI KABUPATEN BULELENG

Jurnal IPTA ◽  
2018 ◽  
Vol 5 (2) ◽  
pp. 76
Author(s):  
Martina Minnie Anggela ◽  
Ni Made Oka Karini ◽  
Ni Made Sofia Wijaya
Keyword(s):  
Research Finding ◽  
Research Method ◽  
Local Community ◽  
Tourism Development ◽  
Ancillary Services ◽  
Tourist Attraction ◽  
Tourist Destination ◽  
Information Center ◽  
Push And Pull ◽  
Tourist Information

The aim of this research is to determine the tourist perceptions and motivation that visit to Jembong tourist destination. This research was conducted at the Jembong tourist destination, Jembong District, Ambengan Village, Sukasada District, Buleleng Regency. The research method used is descriptive quantitative by distributed questionnaires to two hundred and twenty fivetourist that visiting Jembong tourist destination in Jembong district, Ambengan Village. A questionnaire consisted of twenty threestatements that refer to the theory of tourism development, which are tourist attraction, amenities, access and ancillary services and eighteen statements of tourist motivation that refer to the push and pull theory motivation. The potential tourist attraction in Jembong tourist destination are waterfall, trekking, and nature. The facilities are bathroom and change room, trash bin, restaurant, parking area, and gazebo. Local community who has an authority to make signboard and provided stairs and trail to facilitate tourists toward waterfall and trekking. Tourist information center made simultaneously with entrance ticket counter Jembong tourist destination. Promotion media at Jembong tourist destination are brochure, email and instagram. Maps of Jembong tourist destination is available in google maps therefore tourist easier toward Jembong tourist destination. The results of this research finding the higher of push motivation and pull motivation is related with beauty nature that suitable with the higher tourist perception to attraction are freshness air and beauty nature in Jembong tourist destination.

scholarly journals ANALYSIS OF SYSTEM QUALITY, INFORMATION QUALITY AND PERCEIVED USEFULNESS TO USER SATISFACTION

2019 ◽  
pp. 62
Author(s):  
Tiana Tiana ◽  
Bambang Sugiharto ◽  
Indah Umiyati
Keyword(s):  
User Satisfaction ◽  
Structural Equation ◽  
Information Quality ◽  
Partial Least Square ◽  
Perceived Usefulness ◽  
Equation Modeling ◽  
Significant Positive Effect ◽  
Quality Of Information ◽  
Positive Effect

This study aims to test and analyze the quality of the system against perceived usefulness, the quality of information against perceived usefulness, the quality of the system to user satisfaction, Information Quality to user satisfaction and perceived usefulness to user satisfaction. The population in this research is employees teller and customer service department of Bank BJB in subang city. Sampling technique is nonprobability sampling by using purposive sampling method. The type of data used is primary data with questionnaire data collection method. Hypothesis testing used is Structural Equation Modeling (SEM) approach with variance Structural equation test or better known as Partial Least Square (PLS). The result of the research shows that Quality System has a significant positive effect on Perceived Usefulness, Quality of Information has a significant positive effect on Perceived Usefulness, Quality of System has a significant positive effect on user satisfaction, Information Quality has positive significant effect on user satisfaction, and Perceived Usefulness has no effect to User Satisfaction

scholarly journals Measuring User Assessments and Expectations: The Use of WebQual 4.0 Method and Importance-Performance Analysis (IPA) to Evaluate the Quality of School Websites

2019 ◽  
Vol 4 (1) ◽  
pp. 76
Author(s):  
Aulia Akhrian Syahidi ◽  
Arifin Noor Asyikin ◽  
Subandi Subandi
Keyword(s):  
Performance Analysis ◽  
Digital Media ◽  
User Satisfaction ◽  
Structural Equation ◽  
Information Quality ◽  
Equation Modeling ◽  
Accurate Information ◽  
Data Processing Software ◽  
A Value ◽  
School Websites

As time goes by and technology advances, any information can be easily obtained from many media, both from various print media or digital electronic media. One of the fastest growing digital media and the main choice for individuals or agencies to get fast and accurate information is the website. One of the benefits of the website is that it can be used as an effective promotional media because it can be accessed by anyone and at any time. This study discusses the evaluation of school websites with a case study at the SMK Muhammadiyah 1 Banjarmasin using the WebQual 4.0 and Importance-Performance Analysis (IPA) methods. This study aims to measure user ratings of performance and expectations of users/visitors to the website of the SMK Muhammadiyah 1 Banjarmasin. The data in this study were obtained from the questionnaire using a sample of web visitors themselves, both through online based questionnaires and offline questionnaires with paper. This study uses data processing software, namely Structural Equation Modeling (SEM) 2.0. It can be concluded that in this study the results are measured by the level of performance (actual) and the level of importance (expectations) which shows that there is an overall gap for all dimensions -0.38 ie the website needs improvement and tends to still not be as expected. The biggest gap is in the Usability dimension with the largest value being -1.07 on USE5 variables, which means that the appearance of this website tends to be unattractive, not in line with expectations, and needs improvement. Then the acquisition of the value of R Square for the variable user satisfaction is 0.61, which means that the value indicates that the variable user satisfaction can be explained by usability, information quality, and service interaction with a value of 67.7%, while the remaining 32.3% is influenced by variables others not found in the research model.

scholarly journals Analisis penerimaan pengguna aplikasi e-Kinerja dengan metode TRAM dan EUCS pada kepolisian

Teknologi ◽  
2020 ◽  
Vol 10 (2) ◽  
pp. 93-109
Author(s):  
Anthony Eko Hadisuwarno ◽  
◽  
Rahadian Bisma ◽  
Keyword(s):  
Theoretical Model ◽  
User Satisfaction ◽  
Structural Equation ◽  
Sampling Technique ◽  
User Acceptance ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Technology Readiness ◽  
Acceptance Model

This study aims to determine user acceptance and what factors influence user acceptance of E-Kinerja. The theoretical model used is a combination of the theoretical model of technology adoption of TRAM (Technology Readiness Acceptance Model) and EUCS (End User Computing Satisfaction). For example, the intention to use variable in the TRAM (Technology Readiness Acceptance Model) model is used as a link between the two models in this study. This research was conducted in Sidoarjo Police by using a questionnaire that was distributed directly as a source of data with probability sampling technique involving the participation of 229 respondents from Sidoarjo Police as members of the e-Kinerja application. The data analysis technique used is PLS-SEM (Partial Least Square-Structural Equation Modeling). The results of this study state that there are seven positive and ten negative hypotheses. The findings of this study are the user's intention to positively influence user satisfaction in using the e-Kinerja application which can be interpreted that the user feels satisfied and accepts the e-Kinerja application as an information system that can help reporting and calculating the performance of each member of the Sidoarjo Police.

scholarly journals Factor affecting user satisfaction in agricultural e-commerce applications: Facing the new normal

2020 ◽  
Vol 4 (02) ◽  
pp. 49-60
Author(s):  
Alfa Nursyamiza Nusifera ◽  
Mukhamad Najib ◽  
Kirbrandoko Kirbrandoko
Keyword(s):  
User Satisfaction ◽  
Consumer Satisfaction ◽  
Structural Equation ◽  
Information Quality ◽  
Loyalty Programs ◽  
Equation Modeling ◽  
Retail Business ◽  
Significant Difference ◽  
Age Range ◽  
Customer Satisfaction And Loyalty

Agricultural E-Commerce with a retail business model has a big challenge to become an alternative sales distribution of agricultural products. Consumer satisfaction and loyalty can be a strategy for companies to maintain and increase sales. The purpose of this study was to analyze the users of agricultural e-commerce application characteristics and variables that affect customer satisfaction and loyalty. It was conducted by a survey in the Greater Jakarta area, Indonesia. Research data were collected using a questionnaire with a convenience sampling method to 170 respondents. The majorities of respondents were women with an age range of 20-30 years. Structural Equation Modeling (SEM) results show that there is a significant influence between information quality, design, response, security, delivery on satisfaction, and satisfaction with loyalty. On the other hand, there is no significant difference between ability, payment, user service, and satisfaction. Companies can create loyalty programs to increase product purchase retention in agricultural e-commerce.

The Influence of Quality Management on Organization Performance

2021 ◽  
Vol 3 (1) ◽  
pp. 53-72
Author(s):  
Sumardi Sumardi ◽  
Adji Achmad Rinaldo Fernandes
Keyword(s):  
Quality Management ◽  
User Satisfaction ◽  
Management System ◽  
Structural Equation ◽  
Quality Management System ◽  
Equation Modeling ◽  
Organization Performance ◽  
Company Performance ◽  
Quality Management Systems ◽  
Skilled Manpower

The purpose of this research is the effect of the quality management system on service performance. The sample target was the organizations/fields of the consulting companies represented by the permanent experts or skilled manpower working accordingly with the field of construction planning services. Determination of the use of the sample was based on the rule of thumb in structural equation modeling (SEM), which amounted 10x20 indicators or 200 respondents. There is significant influence between the variables of the quality management system to service quality and company performance, but there is no significant effect on product characteristics. The quality management system focuses on earning user satisfaction by applying basic principles to the management of good companies. Organizations can apply the principles of quality management systems in some organizational processes; with the flexibility and benefits that exist, this quality management system could be a tool for business owners.

The Role of Usability in E-Commerce Services

2012 ◽  
Vol 8 (4) ◽  
pp. 57-76 ◽  
Author(s):  
Udo Konradt ◽  
Gunther Held ◽  
Timo Christophersen ◽  
Friedemann W. Nerdinger
Keyword(s):  
User Satisfaction ◽  
Structural Equation ◽  
Equation Modeling ◽  
Future Research ◽  
Intention To Use ◽  
Product Involvement ◽  
Behavioral Variables ◽  
Perceived Usability ◽  
The Impact

The authors examined the impact of perceived usability of websites of commercial service vendors on consumer’s affective, intentional, and behavioral variables. Reflective and formative usability measures were used within a nomological network of predictors (trust, reputation, and perceived fun), mediators (user satisfaction, and intention to use), decision to choose as the criteria, product involvement as a moderator, and controls. Results from structural equation modeling revealed that usability holds both direct and indirect paths, via trust and perceived fun, to user satisfaction. User satisfaction was positively related to the intention to use and partially mediated the relation between usability and intention to use. Furthermore, product involvement does not moderate the relation between usability and intention to use and the relation between user satisfaction and intention to use. Finally, intention to use provided an excellent prediction of the decision to choose. Limitations and suggestions for future research are discussed.

Modeling the contingent role of technological optimism on customer satisfaction with self-service technologies

2020 ◽  
Vol 33 (3) ◽  
pp. 559-578
Author(s):  
Abdul Kadir Othman ◽  
Muhammad Iskandar Hamzah ◽  
Lailatul Faizah Abu Hassan
Keyword(s):  
Customer Satisfaction ◽  
User Satisfaction ◽  
Structural Equation ◽  
Theoretical Development ◽  
Equation Modeling ◽  
Content Type ◽  
Five Dimensions ◽  
Customer Group ◽  
Self Service ◽  
Self Service Technology

PurposeBased on the E-Service Quality (E-SQ) model, this study investigates the effects of self-service technology (SST) quality attributes, specifically automated teller machines (ATMs), on customer satisfaction. The interaction effects of technological optimism on the abovementioned link are also examined. SST usage is conceptualized as a multidimensional construct that consists of five dimensions (reliability, security, convenience, functionality and responsiveness).Design/methodology/approachThe data were collected through a survey of a sample of Malaysian participants who used cash-recycling ATMs. The proposed theoretical model was tested using partial least squares (PLS) structural equation modeling (SEM).FindingsThe results suggest that reliability, convenience, and functionality are critical factors that affect customer satisfaction in using ATMs. Technological optimism was found to weaken the relationship between reliability and customer satisfaction.Practical implicationsConsidering the relative novelty of cash-recycling ATMs in the market, banks should ensure a smooth, error-free and accessible functioning of the system. Special attention has to be given to tech-savvy consumers whose higher level of optimism, with an increase of perceptions of reliability, may suppress their heighten sense of fulfillment. This customer group could be offered interactive digital engagement through mobile applications and social networking channels.Originality/valueThe E-SQ model is a helpful tool to understand the reasons underlying user satisfaction with cash-recycling ATMs. The results also contribute to the theoretical development of the E-SQ model through the integration of technological optimism as a contingent factor.

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