Pengaruh soft dan hard services terhadap akreditasi dan loyalitas pemustaka

Introduction. As of January 2018 The Directorate of UII Library re-obtained the accreditation A from the National Library of Indonesia, and also become the best unit of UII in 2017, it needs to have further evaluation.Data collection method. The survey was conducted at UII Library in July-October 2017, with sample of 252 students as respondents using purposive sampling. The hypothesis in this paper was there is influence between soft and hard services to user loyalty through acceptable accreditation intervening variables.Data analysis. The data was analysed by using multiple regression and path analysis in SPSS 16.0. Multiple regression was used to test direct influence between variables, while path analysis was used to determine the effect of exogenous variables on endogenous variables through intervening variable.Results and Discussions. The results showed that the level of service quality and loyalty was high-very high (79.75-82.83%). The simultaneous influence of soft service (X1) and hard service (X2) on loyalty (Z) through accreditation (Y) increased from 0.329 to 0.442 (0.442> 0.329). Simultaneously soft service (X1), hard service (X2) via accreditation (Y)-affected loyalty of library users (Z).Conclusions. In this research can be concluded that: Quality of service in UII Library Directorate in high condition s.d very high, while quality assurance level (accreditation) categorized high, and loyality pemustaka at very high level. The result of data analysis shows that the variable of soft service quality and hard there is direct influence to loyalty pemustaka. Meanwhile, the variable of soft and hard service through accreditation variable has an effect on the loyalty of the user. Future researchers can develop this research by involving all libraries within the UII as an object of study.

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E-Service Quality, E-Loyalty, and E-Satisfaction Muslim Travellers

Annual International Conference on Islamic Economics and Business (AICIEB) ◽

10.18326/aicieb.v1i0.22 ◽

2021 ◽

Vol 1 ◽

pp. 219-226

Author(s):

Malikhatul Marati ◽

Muhammad Ali Faisal ◽

Ikhsan Dwi Anggoro ◽

Saiful Anwar

Keyword(s):

Service Quality ◽

Path Analysis ◽

Multiple Regression ◽

Random Sampling ◽

Analytical Tool ◽

Quality Of Services ◽

Quality Aspects ◽

The Impact ◽

Practical Implications

This study aims to determine the effect of e-service quality on e- loyalty with e-satisfaction as an intervening variable for muslim travellers. The population are Traveloka users in Java. Purposive random sampling are used. The sample was obtained from 170 respondents by online collecting data questionnaire. SPSS 21.0 program are used to data analyze. The analytical tool were Multiple Regression and Path Analysis. The results showed that: e-service quality aspects of reliability, tangible, and empathy had a positive and significant effect on e-satisfaction. E- satisfaction and E-Service have a positive and significant impact on e- loyalty. E-satisfaction can mediate the impact of reliability, tangible, and empathy on e-loyalty, while responsiveness and assurance do not mediate the effect of e-satisfaction on e-loyalty The results of this study can theoretically strengthen the existing theory that e-satisfaction can mediate the effect of reliability, tangible and empathy on e-loyalty, while responsiveness and assurance do not mediate the impact of e-satisfaction on e-loyalty. The practical implications in this study are used as input for platform provider to improve the quality of services provided by platform provider to muslim travelers.

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KEPUASAN MEMEDIASI PENGARUH SERVICE QUALITY PADA LOYALITAS DEBITUR PD. BPR BKK KARANGMALANG CABANG MASARAN SRAGEN

EXCELLENT ◽

10.36587/exc.v5i1.287 ◽

2018 ◽

Vol 5 (1) ◽

pp. 120-129

Author(s):

Zanuar Krisna Wahyu Esa

Keyword(s):

Service Quality ◽

Path Analysis ◽

T Test ◽

Direct Influence ◽

Direct Path ◽

F Test ◽

Analytical Technique ◽

Physical Evidence ◽

Linearity Test

The as purpose of this study to determine, analyze and test empirically of satisfaction mediate the influence of service quality on loyalty of debtors PD. BPR BKK Karangmalang Branch of Sragen. The analytical technique used is by using instrument test which includes validity test and reliability test, linearity test, regression analysis, path analysis, t test, F test, coefficient determination test and correlation analysis. Test result t in the first equation can be concluded that the variable of physical evidence, guarantee and empathy have positive and significant effect on debtor satisfaction and reliability have negative and significant effect on debtor satisfaction. While for the variable of responsiveness and empathy have a negative and insignificant on the satisfaction of the debtor. The result of t test on the second equation can be concluded that physical evidence, reliability, responsiveness, assurance, empathy and satisfaction have positive and significant effect on loyalty. F test results can be concluded together independent variables namely physical evidence, reliability, responsiveness, guarantee, empathy and satisfaction have significant effect on the loyalty of the debtor. Total R2 value of 0.978, can be interpreted variations of loyalty of debtors in PD. BPR BKK Karangmalang Branch of Sragen Masaran explained by debtor satisfaction variable and service quality of 97.8%, the remaining 2.2% described other variables outside the research model. The result of path analysis shows that the influence of physical evidence on debtor loyalty through debtor satisfaction is lower than direct influence, so more effective chosen direct path. The influence of reliability on the debtor's loyalty through the debtor's satisfaction is less than the direct influence, so the more effective the direct path is chosen. The influence of responsiveness on the debtor's loyalty through the debtor's satisfaction is less than the direct influence, so the more effective the direct path is chosen. The effect of the guarantee on the debtor's loyalty through the debtor's satisfaction is less than the direct influence, so the more effective the direct path is chosen. The influence of empathy on the debtor's loyalty through the debtor's satisfaction is less than the direct influence, so the more effective the direct path is chosen.Keywords: Service Quality, Satisfaction, Debtor Loyalty

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Pengaruh Motivasi dan Kompetensi Terhadap Kualitas Layanan Pustakawan

Berkala Ilmu Perpustakaan dan Informasi ◽

10.22146/bip.26202 ◽

2017 ◽

Vol 13 (1) ◽

pp. 1

Author(s):

Anton Risparyanto

Keyword(s):

Service Quality ◽

Path Analysis ◽

Multiple Regression ◽

Quantitative Data ◽

Primary Data ◽

Tabular Form ◽

Relative Contribution ◽

Effective Contribution

This research aims to know the influense of motivation and competence on the quality of librarian services alone (partial) l and together (stimulan). The research location at Directorate of Library of Islamic University of Indonesia. The data collected is the primary data with the number of samples of 29 respondents. Quantitative data is presented in tabular form and analyzed by using multiple regression path analysis statistic. The results of this study show that; (1) the influence of motivation on librarian service quality is not significant with relative contribution of 12.5%; (2) the influence of the competence on the quality of librarian services is significant with the relative contribution of 74.5%; And (2) together the influence of motivation and competence on librarian service quality significantly with effective contribution of 84.2%.

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PENGARUH KOMPETENSI PEGAWAI DAN FASILITAS KERJA KANTOR TERHADAP KUALITAS PELAYANAN MELALUI KINERJA PEGAWAI DI KANTOR KECAMATAN KAROSSA KABUPATEN MAMUJU TENGAH

Jurnal Aplikasi Manajemen & Kewirausahaan MASSARO ◽

10.37476/massaro.v1i2.762 ◽

2019 ◽

Vol 1 (2) ◽

pp. 133-146

Author(s):

Asniwati Asniwati ◽

Syafruddin Kitta

Keyword(s):

Service Quality ◽

Path Analysis ◽

Employee Performance ◽

Direct Influence ◽

Office Work ◽

District Office ◽

Quality Of Work ◽

Independent Variables ◽

Research Analysis

This study aims to analyze and determine the effect of Employee Competence and Office Work Facilities on Service Quality through Employee Performance in Karossa District Office, Central Mamuju Regency, while the research analysis used is Path analysis used to analyze the pattern of relationships between variables with the aim to find out the direct influence or indirectly a set of independent variables (exogenous) to the dependent variable (endogenous). Path analysis is used to determine the effect of employee competence (X1) and office work facilities (X2) on employee performance (Y1) and service quality (Y2), thus the results of this study are Competence has a positive and significant effect on performance received, Work Facilities has a positive and significant to the Performance rejected, Performance has a positive and significant effect on the Quality of Work received, Competence has a positive and significant effect on the Quality of Work rejected, the Work Facility has a positive and significant effect on the Quality of Work received, Competence and Work Facilities have a positive and significant effect on the Quality of Work through the received Performance. Penelitian ini bertujuan untuk menganalisis dan mengetahui pengaruh Kompetensi Pegawai Dan Fasilitas Kerja Kantor Terhadap Kualitas Pelayanan Melalui Kinerja Pegawai Di Kantor Kecamatan Karossa Kabupaten Mamuju Tengah, adapun analisi penelitian yang digunakan adalah Analisis jalur atau path analysis digunakan untukmenganalisis pola hubungan antar variabel dengan tujuan untuk mengetahuipengaruh langsung maupun tidak langsung seperangkat variabel bebas (eksogen)terhadap variabel terikat (endogen). Analisa jalur digunakan untuk mengetahui pengaruh kompetensi pegawai (X1) dan fasilitas kerja kantor (X2) terhadapkinerja pegawai (Y1) dan kualitas pelayanan (Y2), dengan demikian hasil penelitian ini adalah Kompetensi berpengaruh positif dan signifikan terhadap Kinerja diterima,Fasilitas Kerja berpengaruh positif dan signifikan terhadap Kinerja ditolak, Kinerja berpengaruh positif dan signifikan terhadap Kualitas Kerja diterima, Kompetensi berpengaruh positif dan signifikan terhadap Kualitas Kerja ditolak, Fasilitas Kerja berpengaruh positif dan signifikan terhadap Kualita Kerja diterima, Kompetensi dan Fasilitas Kerja berpengaruh positif dan signifikan terhadap Kualitas Kerja melalui Kinerja diterima.

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PENGARUH BUDAYA ORGANISASI DAN KOMUNIKASI TERHADAP MUTU LAYANAN SMP NEGERI DI KECAMATAN PESANGGRAHAN JAKARTA SELATAN

Visipena Journal ◽

10.46244/visipena.v12i1.1461 ◽

2021 ◽

Vol 12 (1) ◽

pp. 1-16

Author(s):

Jennifer Rebecca Victoria ◽

Matin Matin ◽

Rochanah Rochanah ◽

Isthifa Kemal

Keyword(s):

Organizational Culture ◽

Service Quality ◽

Path Analysis ◽

Survey Methods ◽

Descriptive Analysis ◽

Direct Influence ◽

Managerial Competence ◽

Academic Service Quality ◽

Positive Direct

This study aims to determine the effect of supervision, persuasive education, managerial competence on academic service quality. This study uses a quantitative approach with survey methods and path analysis with path analysis techniques. The results of the study show that: (1) There is a positive direct influence of the organizational culture on the quality of teacher services. (2) There is a positive direct effect of communication on teacher service quality. (3) There is a positive direct influence of organizational culture on teacher communication. The results of the descriptive analysis of teacher service quality are very high as well as organizational and communication culture to make continuous improvements to teachers. Abstrak Penelitian ini bertujuan untuk mengetahui pengaruh supervisi, kemonukasi persuasive, kompetensi manajerial terhadap mutu layanan akademik. Penelitian ini menggunakan pendekatan kuantitatif dengan metode survei dan path analysis dengan teknik analisis jalur. Hasil penelitian menunjukkan bahwa: (1) Terdapat pengaruh langsung positif budaya organisasi terhadap mutu layanan guru. (2) Terdapat pengaruh langsung positif komunikasi terhadap mutu layanan guru. (3) Terdapat pengaruh langsung positif budaya organisasi terhadap komunikasi guru. Hasil analisis deskriptif mutu layanan guru sangat tinggi serta budaya organisasi dan komunikasi untuk membuat perbaikan terus menerus pada guru. Kata Kunci: Budaya Organisasi, Komunikasi, Mutu Layanan

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Pengaruh Kualitas Pelayanan Customer Service Terhadap Kepuasan Nasabah Pada Bank BJB Cabang Subang

ijd-demos ◽

10.31506/ijd.v1i2.16 ◽

2020 ◽

Vol 1 (2) ◽

Author(s):

Agus Dedi Subagja ◽

Hanifah Hanifah

Keyword(s):

Statistical Analysis ◽

Customer Satisfaction ◽

Service Quality ◽

Customer Service ◽

Descriptive Analysis ◽

Total Sample ◽

High Level ◽

Statistical Analysis Methods ◽

Research Analysis

Kualitas pelayanan adalah totalitas fitur dan karakteristik produk atau jasa yang tergantung pada kemampuannya untuk memuaskan kebutuhan yang dinyatakan atau tersirat. Kepuasan pelanggan adalah tingkat perasaan seseorang setelah membandingkan kinerja (atau hasil) yang ia persepsikan dibandingkan dengan harapannya. Penelitian ini bertujuan untuk menganalisis kualitas pelayanan customer service terhadap kepuasan nasabah dan menguji pengaruh kualitas pelayanan customer service terhadap kepuasan nasabah pada Bank BJB cabang Subang. Penulis menggunakan pendekatan kuantitatif dengan metode analisis deskriptif dan analisis statistik. Populasi pada penelitian ini sebanyak 3.841, dengan jumlah sampel yang diambil sebanyak 100 orang. Sedangkan alat pengumpulan data yang digunakan adalah kuesioner. Hasil analisis penelitian menunjukkan pengaruh kualitas pelayanan customer service terhadap kepuasan nasabah pada Bank BJB cabang Subang menunjukkan tingkat hubungan yang tinggi dengan kontribusi pengaruh yaitu sebesar 64,4% dan sisanya sebesar 35,4% dipengaruhi oleh faktor lain yang tidak diteliti.Service quality is the totality of features and characteristics of a product or service that depends on its ability to satisfy stated or implied needs. Customer satisfaction is the level of one's feelings after comparing the performance (or results) he perceives compared to his expectations. This study aims to analyze the quality of customer service service to customer satisfaction and examine the influence of customer service quality on customer satisfaction at the Bank of the Subang branch BJB. The author uses a quantitative approach with descriptive analysis and statistical analysis methods. The population in this study was 5,240, with a total sample of 100 people. While the data collection tools used were questionnaires. The results of the research analysis showed the influence of customer service quality on customer satisfaction at the Bank of the Subang branch BJB showed a high level of relationship with the contribution of influence that is equal to 64.4% and the remaining 35.4% is influenced by other factors not examined.

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National Zakat Management Information System: E-Sercive Quality and Its Impact on National Zakat Collection

International Conference of Zakat ◽

10.37706/iconz.2019.145 ◽

2019 ◽

pp. 98-124

Author(s):

Randi Swandaru

Keyword(s):

Information System ◽

Regression Analysis ◽

Service Quality ◽

Multiple Regression Analysis ◽

Multiple Regression ◽

Management Information System ◽

Reliability And Validity ◽

Management Information ◽

The Impact

The purpose of this study is to examine the impact and the electronic service quality of the national zakat management information system (SIMBA) on the national zakat collection. This paper uses a multiple regression analysis in its explorative attempt to illustrate the impact of SIMBA implementation on the national zakat collection. It shows that SIMBA is positive and significantly impact the national zakat collection as well as the human development index that is used as a proxy for the human resource management quality of zakat institutions in the respective city. Nonetheless, the population is negative and significant to the zakat collection as endemic poverty and reluctance to pay zakat are indicated as the reasons. Moreover, this study has succeeded in adapting and conducting e-service quality survey to zakat information system realm. All the tests prove that the instrument in this study has a high degree of reliability and validity. The results show that some of the demographic factors significantly impact the perceived performance of SIMBA. Multiple regression analysis that is conducted in this study shows that e-service quality dimension is positive and significant towards SIMBA’ overall quality, perceived value, and loyalty intention. This study contributes to the zakat management system literature, especially in the impact of the national zakat information system, which is pivotal in enhancing zakat collection and poverty alleviation program funded by zakat.

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

E-Jurnal Manajemen Universitas Udayana ◽

10.24843/ejmunud.2018.v07.i12.p11 ◽

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.

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Analisis Kepuasan Konsumen Dalam Menggunakan Jasa Pengiriman Paket Pos Optima Pada PT. Pos Indonesia (persero) Cabang Pontianak

JURNAL MANAJEMEN MOTIVASI ◽

10.29406/jmm.v9i3.212 ◽

2013 ◽

Vol 9 (3) ◽

pp. 293

Author(s):

Syarifah Arini

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Average Rate ◽

Survey Methods ◽

Quality Of Services ◽

Physical Evidence ◽

Quality Dimensions ◽

Service Quality Dimensions ◽

High Level

Research to analyze customer satisfaction at optimal postal parcel delivery service at PT Pos Indonesia (Persero) Branch Pontianak. Dimension-imensi examined are reliability, responsiveness, assurance, empathy, and tangibles. This study used survey methods, data collection techniques, namely: observation, interviews, questionnaires, and documentation study. Samples used as many as 100 people by using purposive sampling. analysis using Cartesian diagram. The results of this study indicate that the majority of respondents were satisfied with the service of PT Pos Indonesia (Persero) Branch Pontianak with an average satisfaction level of 3.91 and the value of the average rate of interest of 4.34 dimension of service quality the most satisfied customers is assurance dimension and physical evidence, where the majority of respondents' votes are in quadrant B, which means that the interest and customer satisfaction are at a high level and in accordance with the wishes of the consumer. Dimensional quality of services that they are in quadrant A, which means the consumer is not satisfied then it should be further enhanced by the company. While the dimensions of the quality of services that are in quadrant C and D in which the interests of consumers are at a low level is considered normal practice even though consumers are satisfied because it is not very important.Keywords: Satisfaction, Service Quality Dimensions Services

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lampiran 3 Hudori

10.31219/osf.io/fm4wu ◽

2019 ◽

Author(s):

Hudori

Keyword(s):

Path Analysis ◽

Organizational Climate ◽

Department Of Education ◽

Survey Method ◽

Work Commitment ◽

Direct Influence ◽

Exogenous Variables ◽

Regional Office ◽

Endogenous Variables ◽

Positive Direct

This study aimed to determine the effect of compensation, organizational climate and work commitment on the performance of the employees of the Regional Office of The Department of Education and Culture in Banten Province. The research used the quantitative approach with the survey method. To analyze the effect of exogenous variables on the endogenous variables, the path analysis was used. As for respondents, samples of 66 employees were taken. The result of the research indicated that (1) compensation had positive direct influence on the performance of the employees, (2) organizational climate had a positive direct influence on the performance of the employees, (3) work commitment had a positive direct influence on the performance of the employee, (4) compensation had a positive direct influence on work commitment, and (5) organizational climate had a positive direct influence on the performance of the employees. Thus, improving employees’ performance can be done with increased compensation, good organizational climate, and work commitment.

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