scholarly journals Analisis Kualitas Pelayanan dan Usulan Perbaikan Pelayanan Travel Malang-Bandara Juanda

2010 ◽  
Vol 10 (1) ◽  
pp. 52
Author(s):  
Muhammad Nasri
Keyword(s):  
Service Quality ◽  
Consumer Satisfaction ◽  
Action Plan ◽  
Health And Safety ◽  
Employee Training ◽  
Easy Access ◽  
Travel Agency ◽  
Evaluation Tool ◽  
Schedule System ◽  
Travel Services

The existence of travel agency in Malang is viewed as strategic business because it could replace the personal vehicle for heading toward Juanda Airport in Surabaya since Malang itself didn't have any international standard airport so the member of the society who wants to get in or out from Malang using aeroplane should go to Juanda Airport in Surabaya. This would cause the competition among travel services in Malang become more competitive by the emerging of new travel agencies. In case the Kirana Travel Agency would maintain its existence, they need to make efforts to improve its service quality. Therefore, it require an experiment to found out what kind of service attributes that wanted by the customer and how does the gap between the perception and consumer expectancy toward the ongoing service quality. One of the planning method that can be use to translate the need of the consumer into action plan for the company is QFD. This step would be use as evaluation tool and planning on service quality improvement. To sharpened identification of the service quality attributes then the QFD approach integrated with Servqual approach. During the Servqual review, it is found eight service attributes that need to be fixed which is: information accuracy given by the employees, the precise time on pick-up, good reaction of the employees in handling consumer complaints, the availability of health and safety facility (First aid box, fire extinguisher, etc), travel order confirmation, driver that should consistently being polite toward the consumer, easy access to be called and gain information from the operator and travel prices. While the technical response prioritized to be fix and to be use for fulfilling the consumer satisfaction in Kirana Travel from the HOQ analysis includes: employees training (contributed 23.43%), providing special number for complain support (contribution 13.71%), fixing the communication inter-department inside the company (contribution 11.84%), fixing the pick-up schedule system (contribution 8.83%). The improvement proposal given by the researcher is to improve the new and old employee training so it could bring better performance in order to fulfilling the consumer satisfaction.

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

E-service quality, consumer satisfaction and future purchase intentions in e-retail

2016 ◽  
Vol 10 (1) ◽  
pp. 24 ◽  
Author(s):  
Prateek Kalia ◽  
Dr Richa Arora ◽  
Sibongiseni Kumalo
Keyword(s):  
Service Quality ◽  
Consumer Satisfaction ◽  
Purchase Intentions

Athlete health and safety at large sport events: the development of consensus-driven guidelines

2020 ◽  
pp. bjsports-2020-102771
Author(s):  
Margo Mountjoy ◽  
Jane Moran ◽  
Hosny Ahmed ◽  
Stephane Bermon ◽  
Xavier Bigard ◽  
...  
Keyword(s):  
Knowledge Translation ◽  
Action Plan ◽  
Health And Safety ◽  
Healthcare Services ◽  
International Federation ◽  
Medical Services ◽  
Local Context ◽  
Sporting Events ◽  
Medical Risk ◽  
Sport Events

All sport events have inherent injury and illness risks for participants. Healthcare services for sport events should be planned and delivered to mitigate these risks which is the ethical responsibility of all sport event organisers. The objective of this paper was to develop consensus-driven guidelines describing the basic standards of services necessary to protect athlete health and safety during large sporting events. By using the Knowledge Translation Scheme Framework, a gap in International Federation healthcare programming for sport events was identified. Event healthcare content areas were determined through a narrative review of the scientific literature. Content experts were systematically identified. Following a literature search, an iterative consensus process was undertaken. The outcome document was written by the knowledge translation expert writing group, with the assistance of a focus group consisting of a cohort of International Federation Medical Chairpersons. Athletes were recruited to review and provide comment. The Healthcare Guidelines for International Federation Events document was developed including content-related to (i) pre-event planning (eg, sport medical risk assessment, public health requirements, environmental considerations), (ii) event safety (eg, venue medical services, emergency action plan, emergency transport, safety and security) and (iii) additional considerations (eg, event health research, spectator medical services). We developed a generic standardised template guide to facilitate the planning and delivery of medical services at international sport events. The organisers of medical services should adapt, evaluate and modify this guide to meet the sport-specific local context.

scholarly journals ANALISIS KUALITAS PELAYANAN DENGAN MENGGUNAKAN METODE FUZZY-SERVQUAL PADA KANTOR POS PUSAT KOTA PADANG

Jurnal Ecogen ◽  
2019 ◽  
Vol 2 (1) ◽  
pp. 18
Author(s):  
Widia Afriyuni ◽  
Rahmiati Rahmiati ◽  
Muthia Roza Linda
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Sampling Technique ◽  
Total Sample ◽  
Primary Data ◽  
Post Office ◽  
City Center ◽  
A Value ◽  
Analysis Technique

This study aims to analyze: (1) The level of customer satisfaction with the quality provided by the Padang City Center Post Office (2) Service attributes that need to be improved in service quality at the Padang City Center Post Office so as to improve customer satisfaction (3) Quality dimensions services that have the greatest influence on customer satisfaction at the Padang City Center Post Office. The population of this research is the Post Office customers with unknown number of respondents. The sampling technique of this study was accidental sampling technique with a total sample of 100 people. The data used is primary data. The data analysis technique uses the fuzzy-servqual method using Microsoft Excel software. The results showed that: (1) The level of consumer satisfaction is low because the overall servqual (gap) value is negative, namely -0.75 (2) There are 17 attributes that need to be improved from the 22 attributes that are tested to improve the quality of service at the Post Office Padang City Center (3) Dimensions of service quality with the biggest gap is the dimension of responsiveness with a value of -1.32.Keywords: Service Quality, fuzzy-servqual, customer satisfaction

scholarly journals Kepuasan Konsumen Sunyi House of Coffee and Hope

2020 ◽  
Vol 8 (3) ◽  
pp. 249-260
Author(s):  
Berliana Adinda Lorenssa ◽  
Miguna Astuti ◽  
Renny Husniati
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Sampling Method ◽  
Descriptive Data ◽  
Coffee Shop ◽  
Analysis Techniques ◽  
Employees With Disabilities ◽  
Quantitative Descriptive ◽  
Very High

In this research there is a quantitative descriptive methods were used with respondents, namely consumers of Sunyi House of Coffee and Hope. This coffee shop has employees with disabilities. In this research aims to determine the condition of consumer satisfaction Sunyi House of Coffee and Hope is influenced by the service quality, location and facilities. The population in this study are customers of Sunyi House of Coffee and Hope. Samples taken as many as 100 respondents by random sampling method. Data collection was done through the distribution of questionnaires with descriptive data analysis techniques. The results of the study stated that 1). Has led to customer satisfaction Sunyi House of Coffee and Hope, 2). Service quality has been done well, 3). The location offered received very high attention, 4). The facilities provided are quite good. Keywords : Service Quality, Location, Facilities, Customer Satisfaction, Coffee Shop

scholarly journals PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN PADA PERUSAHAAN MASTER PIECE KARAOKE DI KOTA BENGKULU

2021 ◽  
Vol 9 (1) ◽  
pp. 50-58
Author(s):  
Yudi Irawan Abi
Keyword(s):  
Linear Regression ◽  
Data Collection ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Consumer Satisfaction ◽  
Sampling Technique ◽  
Coefficient Of Determination ◽  
Sampling Techniques ◽  
Analysis Tool ◽  
Test Result

The purpose of this study was to determine the effect of   tangible, reliability, responsiveness, assurance  and empathy of service quality to consumer satisfaction of Master Piece Karaoke in Bengkulu. The sampling technique in this study using purposive sampling techniques and data collection is done by distributing questionnaires to the respondents. The questionaires were distributed to the 100 respondent of Master Piece Karaoke in Bengkulu. The analysis tool used is multiple linear regression using SPSS 16. Hypothesis testing using the T test. Result shows that  partially, tangible, reliability, responsiveness, assurance  and empathy variables has significant effect on consumer satisfaction  of Master Piece Karaoke in Bengkulu. Based on the analysis of known coefficient of determination value of Adjusted R Square is  0.477, this means 47,7% variable consumer satisfaction is influenced by variables service quality.

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