SISTEM PENDUKUNG KEPUTUSAN ANALISIS KEPUASAN MAHASISWA TERHADAP PENGGUNAAN SARANA LABORATORIUM SISTEM INFORMASI

2018 ◽  
Vol 4 (2) ◽  
pp. 150
Author(s):  
Rahmadini Darwas
Keyword(s):  
Service Quality ◽  
Learning Process ◽  
Quality Of Services ◽  
Laboratory Facilities ◽  
Cold Room ◽  
And Function ◽  
And Behavior ◽  
Attitudes And Behavior ◽  
Role And Function

<p><strong><em>Abstract<br /></em></strong><em>Laboratory is one of the supporting facilities in im[roving the learning process. Problems found by students regarding the information system laboratory facilities at STMIK Indonesia Padang are</em><em> the computers that suddenly die when operated, the less cold room, display data is blurred, making the inconvenience in the learning process that causes the students less satisfied with the services provided. Students will feel satisfied if the service is expected to match the received. Therefore, a decision support system is needed to analyze the quality of services provided to the students so that it can support the role and function of the laboratory optimally and what attributes need to be improved the quality of service. The method used is Fuzzy Service Quality (Servqual) method. The results showed that the service quality received was not in accordance with the expected because there is a gap of -1.55 for tangibles dimension. Attributes that need to be improved the quality of services are laboratory space is cool and comfortable, the use of laboratories relevant to the field of science, the responsibility of laboratory assistant, the availability of professional teachers and attitudes and behavior of labor officers.<br /></em></p><p><strong><em>Abstrak<br /></em></strong>Laboratorium merupakan salah satu fasilitas pendukung dalam meningkatkan proses pembelajaran. Permasalahan yang ditemukan mahasiswa mengenai fasilitas laboratorium sistem informasi pada STMIK Indonesia Padang adalah komputer yang tiba-tiba mati saat dioperasikan, ruangan yang kurang dingin, data <em>display</em> yang buram sehingga membuat ketidaknyamanan dalam proses pembelajaran yang menyebabkan mahasiswa kurang puas terhadap layanan yang diberikan. Mahasiswa akan merasa puas apabila layanan yang diharapkan sesuai dengan yang diterima. Oleh sebab itu, diperlukan suatu sistem pendukung keputusan untuk menganalisis kualitas layanan yang diberikan kepada mahasiswa sehingga dapat mendukung peran dan fungsi laboratorium secara optimal serta atribut apa saja yang perlu ditingkatkan kualitas layanannya. Metode yang digunakan adalah metode <em>Fuzzy Service Quality </em>(<em>Servqua</em>l). Hasil penelitian menunjukkan bahwa kualitas layanan yang diterima belum sesuai dengan yang diharapkan karena terdapat <em>gap</em> sebesar -1.55 untuk dimensi <em>tangibles</em>. Atribut yang perlu ditingkatkan kualitas layanannya yaitu ruangan laboratorium yang sejuk dan nyaman, penggunaan laboratorium yang relevan dengan bidang ilmu, tanggungjawab asisten labor, tersedianya tenaga pengajar yang professional dan sikap serta perilaku petugas labor</p><p><strong><em>Kata kunci</em></strong><strong> : sistem pendukung keputusan, laboratorium, <em>fuzzy</em>, <em>servqual</em></strong></p><p><strong><em><br /></em></strong></p>

scholarly journals EFFECTS OF DOWNSIZING ON PERCEIVED SERVICE QUALITY

TEME ◽  
2020 ◽  
pp. 947
Author(s):  
Nikola Ćurčić ◽  
Nemanja Berber ◽  
Agneš Slavić ◽  
Peter Harmat
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Employee Satisfaction ◽  
Perceived Service Quality ◽  
The One ◽  
And Behavior ◽  
Attitudes And Behavior ◽  
Spearman’S Correlation ◽  
Negative Link

In the context of a very turbulent environment where various challenges are more and more present, companies often apply different strategies in order to harmonize their business with new and often unfavorable conditions. One of the possible strategies of companies is the downsizing strategy. Downsizing, as an organizational strategy, usually involves a reorganization that can be implemented in different ways, but in which the resulting outcome often causes a reduced number of employees. Research around the world has highlighted the various effects of this strategy on the performance of organizations. On the one hand, cost are reduced as it strives to increase profitability and productivity. On the other hand, various problems often arise in the form of attitudes and behavior of employees, reflected in the changed quality of service that is provided, employee satisfaction, their loyalty and willingness to leave the company. The aim of this paper is to explore the relation between the application of different approaches to the downsizing strategy in organizations and the perceived service quality. The survey was carried out on a sample of 160 companies in Serbia, based on the data collected during the Cranet project, from 2015 to 2016. The methodology used during the research included research of the available literature and results of previous studies, as well as the application of statistical techniques for data analysis, factor analysis, Spearman’s correlation and hierarchical linear regression. The results of the research indicate that there is a negative link between the observed variables, that is, the implementation of the downsizing in certain forms is associated with a lower level of the perceived quality of service.

scholarly journals Internalization of Entrepreneurship Values For Entrepreneurship Learning in Vocational Schools

2021 ◽  
Vol 17 ◽  
pp. 19-27
Author(s):  
Khairuddin E. Tambunan ◽  
Sri Umi Mintarti W ◽  
Wahjoedi ◽  
Hari Wahyono
Keyword(s):  
Learning Process ◽  
Government Support ◽  
Vocational Schools ◽  
Study Population ◽  
Students Attitudes ◽  
And Behavior ◽  
Attitudes And Behavior ◽  
The Impact ◽  
North Sumatra

The main purpose of this study is to determine the implementation of internalization, the effectiveness of internalization, the impact of internalization and government support in internalizing entrepreneurship values for entrepreneurship learning in Vocational Schools. This research uses a qualitative approach, with data collection tools in the form of interviews, observations and questionnaires. The study population is the eleventh grade students at Vocational School in Medan, North Sumatra. The research sample is eleventh grade students of marketing and office administration that are determined based on purposive random sampling. The results showed that internalization of entrepreneurial values is important to be applied in entrepreneurship learning because: (1) it is able to improve the quality of learning and student involvement in the learning process, (2) improving the competence and skills of students or graduates in developing self-potential and (3) changing students’ attitudes and behavior in the learning process and daily life. Data material only includes 2 vocational schools in medan city, north sumatra province. Further studies are needed in increasing the number of students and larger vocational schools. In addition, expanding the internalization of entrepreneurial values in entrepreneurial learning activities. Qualitative research must consider a greater number of student and school involvement, because this is related to the extent of the validity of the data produced. At the same time, there is an urgent need to internalize entrepreneurial values in learning to provide provisions for students to enter the labor market.

Customer’s satisfaction on service quality at Vietnam Technological and Commercial Joint Stock Bank – An Giang Branch

2020 ◽  
Vol 4 (3) ◽  
pp. First
Author(s):  
Tran Minh Hieu ◽  
Nguyen Duong Ngoc Mai Chi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Test Method ◽  
Quality Of Services ◽  
Factors Affecting ◽  
Factors Influencing ◽  
Alpha Reliability ◽  
Survey Results ◽  
Development Orientation

This study applied SERVQUAL scale of Parasuraman et al to measure factors affecting customer satisfaction on service quality at Vietnam Technological and Commercial Joint Stock Bank - An Giang Branch (Techcombank An Giang). The study was conducted to survey 207 customers who have been using the service at Techcombank An Giang. The survey results were analyzed by the Cronbach's Alpha reliability test method, then used Exploratory factor analysis (EFA) to verify and evaluate the scale of service quality. The results of the regression analysis show that customer's satisfaction about service quality at Techcombank An Giang includes four factors: The factor with the highest level is the Empathy with Beta = 0.253, the second of factor is the Responsibility with Beta = 0.248, ranked third in the influence level is the Tangible with Beta = 0.235, and the lowest impact level is the Reliability with Beta = 0.144. The research also uses statistical methods to describe and test the differences of demographic factors with customer's satisfactionon service quality.The analysis results show that there is no difference between customer's satisfaction on service quality and factors such as gender, age, income, number of transaction banks, regular transaction banks, and time to use the service at Techcombank An Giang. Through the research results, the author would like to propose some ideas to improve the quality of services, thereby attracting new customers and importantly, keeping traditional customers because the development orientation of Techcombank is to take care of old customers to cross sell other products of the bank. The Stud results offer a basis for the branch to identify the factors influencing customer satisfaction on their service quality, thereby having an appropriate strategy to improve customer satisfaction.

Implementasi Manajemen Mutu Terpadu Dalam Memberikan Layanan Untuk Meningkatkan Prestasi Peserta Didik di SLB YPAC Pangkalpinang

2019 ◽  
Vol 2 (2) ◽  
pp. 265-278
Author(s):  
Diah Rina Miftakhi ◽  
Nurjanah Nurjanah
Keyword(s):  
Quality Management ◽  
Data Collection ◽  
Human Resources ◽  
Learning Process ◽  
School Environment ◽  
Quality Of Services ◽  
Teaching Staff ◽  
Learning Material ◽  
Analysis Model

describe the implementation of an integrated quality management component consisting of the quality of services provided by the school, human resources in teaching, the school environment, and learning process  in SLB YPAC Pangkalpinang.               The method used in this study, namely by using a naturalistic qualitative approach. Data collection is done through observation, interviews, and documentation. The subjects of this study include the principal, teachers, employees, and students. The validity of the data is done by triangulation, and deeper observation. Analysis of the data used is the interactive analysis model of Miles and Huberman through data collection, data reduction, data presentation, and conclusion drawing.              The results showed that: (a) the quality of services to students in SLB YPAC Pangkalpinang had met good service standards. This can be seen from the services in the form of facilities and infrastructure which are quite complete in schools; (b) the quality of human resources in the education process shows good teacher resources. This can be seen from the teacher data which shows that the teaching staff at SLB YPAC Pangkalpinang 95% of educators with S1 qualifications in the field of education; (c) the quality of the environment in SLB YPAC Pangkalpinang is already good. This can be seen from the very strategic location of the school because the location of the school is in the middle of the city so that it is easily accessible by the community; (d) the quality of the learning process carried out by teachers at Pangkal Pinang YPAC SLB is good. This can be seen from the realization of the form of activities through learning planning by preparing lesson plans for each subject, then implementing learning, which includes strategies and methods used by teachers in delivering learning material, and evaluation of learning. Keywords: Integrated quality management, student achievement     ABSTRAK Tujuan dalam melaksanakan penelitian ini  adalah untuk melihat pelaksanaan serta mendeskripsikan implementasi  komponen Manajemen Mutu Terpadu yang terdiri dari kualitas layanan yang diberikan sekolah, sumber daya manusia dalam mengajar, lingkungan sekolah, dan proses pembelajaran di SLB YPAC Pangkalpinang. Metode yang digunakan dalam penelitian ini, yaitu dengan menggunakan pendekatan kualitatif naturalistik. Pengumpulan data dilakukan melalui observasi, wawancara, dan dokumentasi. Subyek penelitian ini antara lain kepala sekolah, guru, pegawai, dan peserta didik. keabsahan data dilakukan dengan triangulasi, dan pengamatan yang lebih mendalam. Analisis data yang digunakan adalah model analisis interaktif Miles dan Huberman melalui kegiatan pengumpulan data, reduksi data, penyajian data, dan penarikan kesimpulan. Hasil penelitian menunjukkan bahwa: (a) mutu layanan terhadap peserta didik di SLB YPAC Pangkalpinang sudah memenuhi standar layanan yang baik. Hal ini dilihat dari layanan yang berupa fasilitas sarana dan prasarana yang sudah cukup lengkap di sekolah; (b) mutu sumber daya manusia dalam proses pendidikan menunjukkan sumber daya guru yang baik. Hal ini dapat dilihat dari data guru yang menunjukkan bahwa tenaga pengajar di SLB YPAC Pangkalpinang 95% pendidik berkualifikasi S1 bidang kependidikan; (c) mutu lingkungan yang ada di SLB YPAC Pangkalpinang sudah baik. Hal ini terlihat dari letak sekolah yang sangat strategis karena lokasi sekolah yang berada di tengah kota sehingga mudah dijangkau oleh masyarakat; (d) mutu proses pembelajaran yang dilakukan oleh guru di SLB YPAC Pangkalpinang sudah baik. Hal ini dapat dilihat dari realisasi bentuk kegiatan melalui perencanaan pembelajaran dengan menyusun RPP setiap mata pelajaran, kemudian pelaksanaan pembelajaran, yang meliputi strategi dan metode yang digunakan guru dalam menyampaikan materi pembelajaran, dan evaluasi pembelajaran.

SERVICE QUALITY OF PUBLIC AND PRIVATE PHYSIOTHERAPY INSTITUTES: A COMPARATIVE STUDY IN LAHORE

2019 ◽  
Author(s):  
Roohi Abbas
Keyword(s):  
Physical Therapy ◽  
Service Quality ◽  
Cross Sectional Study ◽  
Quality Of Services ◽  
Sectional Study ◽  
Cross Sectional ◽  
Public And Private ◽  
Quality Dimensions ◽  
Service Quality Dimensions

Background: Ever since quality of services is gaining importance in every industry as it is the indicator of consumer/customer satisfaction, it is of utmost importance to measure service quality of educational institutes to determine the satisfaction of students. Thus, the study aimed to determine the important factors in service quality dimensions which contribute to the satisfaction of students. Methods: This was a Comparative Cross Sectional study in which final year department of physical therapy (DPT) students were included from three private and three public physiotherapy institutes. Results: The largest mean Positive Gap scores for Public Physiotherapy Institutes was 0.18 for accessibility and affordability 0.18. The largest negative mean gap score for Private Physiotherapy domain was “Accessibility and Affordability” found to be -1.96. Conclusion: Students were satisfied with service quality of private institutes in all domains except for the “Accessibility and Affordability” whereas, in Public Institutes largest negative quality gaps were found in “Empathy” and “Assurance”.

Quality of Services Publishing Record of Fisheries (BPKP) in The Marine and Fisheries Office South Sumatera Province

2018 ◽  
Vol 1 (2) ◽  
pp. 25-32
Author(s):  
Galamda Israk ◽  
Slamet Widodo ◽  
Andy Alfatih
Keyword(s):  
Quality Of Service ◽  
Data Collection ◽  
Service Quality ◽  
Participant Observation ◽  
Secondary Data ◽  
Likert Scale ◽  
Quality Of Services ◽  
Fishing Vessels ◽  
Scale Assessment

ABSTRACT This study aims to determine the quality of service issuance of Proof of Registration of Fishing Vessels (BPKP) in the Department of Maritime Affairs and Fisheries of South Sumatra Province and what factors influence it. Data collection techniques used were the distribution of questionnaires to 60 respondents who were capture fisheries business actors with a Likert Scale assessment, as well as conducting unstructured interviews, non-participant observation and secondary data collection. The dimensions used are tangible, reliability, responsiveness, assurance and empathy. The value of service quality based on tangible dimensions is 4.2 or good, based on the reliability dimension is 4.1 or good, the responsiveness dimension is 4.0 or good, the guarantee dimension is 4.1 or good, and based on the empathy dimension is 4.1 or good. Of all these parameters, it was concluded that the quality of BPKP issuance services in the Department of Maritime Affairs and Fisheries of South Sumatra Province in 2016 was good with a score of 4.1. The conclusion is based on an assessment of an average of 58 respondents or 97.4% of respondents.

scholarly journals Persepsi Nasabah Tentang Mutu Pelayanan Dan Produk Bankaltimtara Syariah Cabang Samarinda

AL-TIJARY ◽  
2018 ◽  
Vol 4 (1) ◽  
pp. 53-60
Author(s):  
Irma Yuliani
Keyword(s):  
Data Collection ◽  
Service Quality ◽  
Field Research ◽  
Quality Of Services ◽  
Customer Needs ◽  
Customer Perceptions ◽  
Qualitative Descriptive ◽  
Positive Results

This study aims to determine customer perceptions of service quality and products of Kaltimtara Sharia Bank Samarinda Branch. This type of research is field research. The nature of this study is qualitative descriptive by using interviews and questionnaires as data collection techniques. The population in this study are all priority customers of Samarinda Bank Kaltimtara Syariah Branch, amounting to 300 customers, using purposive techniques. sampling, the research sample was 75 respondents and interviews with related parties. The results showed that customer perceptions of service quality and products at Bankaltimtara Syariah Samarinda branch were measured using the CARTER dimension (Compliance, Assurance, Reliability, Tangibles, Emphaty, and Responsiveness). Whereas for products measured through 6 dimensions which include Performance, Features, Realiability, Durability, Conformance to specifications and aesthethic shows positive results which are very good but the things that need to be considered are regarding the need for additional park land specialized and financial consultations to meet priority customer needs. This is in line with the results of interviews with relevant parties that indicate the quality or quality of services and products that are sharia standard and in accordance with the vision and mission of Bankaltimtara Syariah.

scholarly journals Connective Effervescence and Streaming Chat During Political Debates

2021 ◽  
Vol 1 ◽  
Author(s):  
Tiago Ventura ◽  
Kevin Munger ◽  
Katherine McCabe ◽  
Keng-Chi Chang
Keyword(s):  
Presidential Debates ◽  
The Public ◽  
Fox News ◽  
Political Debates ◽  
Political Events ◽  
Facebook Pages ◽  
Online Streaming ◽  
And Behavior ◽  
Attitudes And Behavior

Recent advancements in online streaming technologies have re-centered the audience as an important part of live broadcasts, including live political events. In fall 2020, each of the U.S. presidential and vice presidential debates were streamed on a number of online platforms that provided an integrated streaming chat where the public could comment in real-time alongside the live debate video. Viewers could simultaneously tune into what the candidates were saying and see what a sample of their peers thought about the candidates. This study examines large samples of comments made in social chat feeds during the livestreamed debates on the ABC News, NBC News, and Fox News Facebook pages to quantify key features associated with the quality of political discussion on these platforms. The results reveal that consistent with the quasi-anonymous, constrained nature of dynamic chat, the comments made are generally short, include a substantial degree of toxicity and insults, and differ significantly in their content across platforms. These findings underscore the importance of further study of online streaming chat as a new source of potential influence on political attitudes and behavior.

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

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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