scholarly journals PENGARUH KOMPETENSI DAN MOTIVASI KERJA TERHADAP KUALITAS LAYANAN PADA KPKNL PALU

2020 ◽  
Vol 3 (3) ◽  
pp. 257-266
Author(s):  
Diah Pebriyanti ◽  
Lina Mahardiana ◽  
Risnawati Risnawati
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Significant Influence ◽  
Research Method ◽  
Work Motivation ◽  
Linear Analysis ◽  
Analysis Method ◽  
Work Units

The purpose of this study are: 1) to determine the influence of competence and work motivation on service quality at KPKNL Palu; 2) to determine the influence of competence on service quality at KPKNL Palu; 3) to determine the influence of work motivation on service quality at KPKNL Palu. Sample consists of 72 people/employees representing their work units. Research method using  multiple linear analysis method. The results indicate that Y = 0.068 + 0.152X1 + 0.839X2. The test shows that competence and work motivation simultaneously have significant influence on service quality. Partial tests show that competence has non-significant influence on service quality while work motivation significantly influence the quality of service. The determinant coefficient shows the value of R-Square of 0.904, which means that 90.4% of service quality are influenced by competence and work motivation, while the rest of 9.6% is influenced by other variables that are not examined in this study. Tujuan penelitian ini adalah: Untuk mengetahui pengaruh kompetensi dan motivasi kerja terhadap kualitas layanan pada KPKNL Palu. Untuk mengetahui pengaruh kompetensi terhadap kualitas layanan pada KPKNL Palu. Untuk mengetahui pengaruh motivasi kerja terhadap kualitas layanan  pada KPKNL Palu. Sampel yang digunakan dalam penelitian berjumlah 72 orang/pegawai yang mewakili satker. Metode penelitian ini menggunakan metode analisis linear berganda. Berdasarkan hasil analisis data, maka persamaan regresi yang di dapat adalah sebagai berikut: Y = 0,068 + 0,152X1 + 0,839X2. Hasil pengujian hipotesis pertama bahwa variabel kompetensi dan motivasi kerja secara serempak berpengaruh signifikan terhadap kualitas layanan. Kemudian pada uji parsial menunjukkan variabel kompetensi berpengaruh tidak signifikan terhadap kualitas layanan dan variabel motivasi kerja berpengaruh signifikan terhadap kualitas layanan. Koefisien determinasi memperlihatkan nilai R- Square sebesar 0,904 yang menunjukkan bahwa 90,4% variabel kualitas layanan dipengaruhi oleh variabel kompetensi dan motivasi kerja, sedangkan sisanya sebesar 9,6% dipengaruhi oleh variabel lain yang tidak diteliti dalam penelitian ini.

scholarly journals PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PT. SAMUDRA BINTANG ANGKASA TOUR AND TRAVEL BANJARMASIN

2019 ◽  
Vol 5 (1) ◽  
Author(s):  
Dini Puspita
Keyword(s):  
Quality Of Service ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Significant Influence ◽  
Research Method ◽  
Influential Factor ◽  
Sampling Techniques ◽  
Cross Sectional

Abstract: The purpose of this study is to know and analyze the influence of service quality on customer satisfaction at PT Samudra Bintang Angkasa Tour and Travel. The research method used is the analytical survey research method. The approach chosen in this study is the Cross Sectional approach. The population in this study are customers who use the services of PT Samudra Bintang Angkasa Tour and Travel, from August to November 2018. The sample in this study used accidental sampling techniques totaling 60 customers who used the services of PT Samudra Bintang Angkasa Tour and Travel in December 2018. Data collection techniques used questionnaires, documentation, and observation. The results of the study can be concluded that there is a simultaneous significant influence between service quality consisting of Tangible , Reliability , Responsiveness, Assurance and Empathy on Customer satisfaction PT. Samudra Bintang Angkasa Tour and Travel Banjarmasin. There is a partial significant influence between the quality of service consisting of Tangible, Reliability, Responsiveness , and Empathy on Customer satisfaction PT. Samudra Bintang Angkasa Tour and Travel Banjarmasin. Reliability Factoris the most influential factor (predominantly on Customer satisfaction at PT. Samudra Bintang Angkasa Tour and Travel Banjarmasin. Keywords: Service Quality, Satisfaction, Customers Abstrak: Tujuan dari penelitian ini adalah mengetahui dan menganalisis pengaruh kualitas layanan terhadap kepuasan pelanggan pada PT Samudra Bintang Angkasa Tour and Travel. Metode penelitian yang digunakan adalah metode penelitian survey analitik. Pendekatan yang dipilih dalam penelitian ini adalah pendekatan Cross Sectional. Populasi dalam penelitian ini adalah pelanggan yang menggunakan jasa PT Samudra Bintang Angkasa Tour and Travel, dari bulan Agustus sampai dengan November 2018. Sampel dalam penelitian ini menggunakan teknik accidental sampling berjumlah 60 orang pelanggan yang menggunakan jasa PT Samudra Bintang Angkasa Tour and Travel pada bulan Desember tahun 2018. Teknik pengumpulan data menggunakan kuesioner, dokumentasi, dan observasi. Hasil penelitian dapat disimpulkan bahwa ada pengaruh signifikan secara simultan antara kualitas layanan yang terdiri atas Tangible, Reliability, Responsiveness, Assurance dan Empathy terhadap kepuasan Pelanggan PT. Samudra Bintang Angkasa Tour and Travel Banjarmasin. Ada pengaruh signifikan secara parsial antara kualitas layanan yang terdiri atas Tangible, Reliability, Responsiveness, dan Empathy terhadap kepuasan Pelanggan PT. Samudra Bintang Angkasa Tour and Travel Banjarmasin. Faktor Reliability merupakan faktor yang paling berpengaruh (secara dominan terhadap kepuasan Pelanggan PT. Samudra Bintang Angkasa Tour and Travel Banjarmasin. Kata kunci : Kualitas Pelayanan, Kepuasan, Pelanggan

scholarly journals The Influence of Service Quality on inpatients Satisfaction: Study at Bahagia Hospitals, Makassar City

Jurnal Office ◽  
2021 ◽  
Vol 7 (1) ◽  
pp. 21
Author(s):  
Herlina Sakawati ◽  
Nina Agustina ◽  
Sulmiah Sulmiah
Keyword(s):  
Quality Of Service ◽  
Data Analysis ◽  
Service Quality ◽  
Significant Influence ◽  
Research Method ◽  
Descriptive Analysis ◽  
Sampling Technique ◽  
Survey Method ◽  
Inferential Analysis

This study aims to determine the effect of service quality on inpatient satisfaction at the Bahagia Hospital in Makassar City. The research method used is a quantitative survey method using an explanatory approach. A sample of 100 people who are inpatients at the Bahagia Hospital using accidental sampling technique. The data analysis used is descriptive analysis and inferential analysis. The results showed that the quality of service had a significant influence on the satisfaction of inpatients at the Bahagia Hospital. This shows that service quality has an important role so that service delivery can provide results in accordance with what patients expect

scholarly journals PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH TABUNGAN BANUA PT. BANK KALSEL CABANG PELAIHARI

2019 ◽  
Vol 5 (1) ◽  
Author(s):  
Artini Faurina ◽  
Khairunnisa Khairunnisa
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Significant Influence ◽  
User Satisfaction ◽  
Research Method ◽  
Physical Appearance ◽  
Descriptive Research ◽  
Library Users ◽  
Descriptive Method

Abstract: The purpose of this research is to know the significant influence of service quality variable consisting of tangible (physical appearance), reliability (trust), responsiveness (responsiveness), assurance (guarantee) and empathy (empathy) to user satisfaction simultaneously and partially at Faculty of Medicine Universitas Lambung Mangkurat Banjarbaru’s Library. The type of research used in this research is descriptive research method with quantitative approach. The problem that the author thoroughly is a problem or symptoms that factual and also occur in the present (at the time of research done), then in this study the author uses descriptive method. Based on the result of the research, it can be concluded that: 1) Simultaneously or together the quality of service consisting of physical appearance, trust, responsiveness, assurance and empathy proved to significantly influence the satisfaction of library users of Faculty of Medicine Universitas Lambung Mangkurat Banjarbaru. 2) Partially or separately service quality variables that affect the satisfaction of library users Faculty of Medicine, University of Lambung Mangkurat Banjarbaru is the physical appearance and guarantee. 3) Quality Variables The most dominant service affects the satisfaction of library users of Faculty of Medicine Universitas Lambung Mangkurat Banjarbaru is a guarantee. Keywords: service quality, user satisfaction, Faculty of Medicine Universitas Lambung Mangkurat Banjarbaru’s Library  Abstrak: Tujuan dari penelitian ini adalah untuk mengetahui pengaruh signifikan secara simultan dan parsial variabel kualitas layanan yang terdiri dari berwujud (penampilan fisik), reliabilitas (kepercayaan), daya tanggap (responsiveness), assurance (jaminan) dan empati (empati) terhadap kepuasan pengguna di Perpustakaan Fakultas Kedokteran Universitas Lambung Mangkurat Banjarbaru. Jenis penelitian yang digunakan dalam penelitian ini adalah metode penelitian deskriptif dengan pendekatan kuantitatif. Masalah yang penulis tuntas adalah masalah atau gejala yang faktual dan juga terjadi pada masa sekarang (pada saat penelitian dilakukan), maka dalam penelitian ini penulis menggunakan metode deskriptif. Berdasarkan hasil penelitian, dapat disimpulkan bahwa: 1) Secara simultan atau bersama-sama kualitas layanan yang terdiri dari penampilan fisik, kepercayaan, daya tanggap, jaminan dan empati terbukti secara signifikan mempengaruhi kepuasan pengguna perpustakaan Fakultas Kedokteran Universitas Lambung. Mangkurat Banjarbaru. 2) Variabel kualitas layanan secara parsial atau terpisah yang mempengaruhi kepuasan pengguna perpustakaan Fakultas Kedokteran Universitas Lambung Mangkurat Banjarbaru adalah penampilan fisik dan jaminan. 3) Variabel Kualitas Layanan yang paling dominan mempengaruhi kepuasan pengguna perpustakaan Fakultas Kedokteran Universitas Lambung Mangkurat Banjarbaru adalah jaminan. Kata kunci : kualitas pelayanan, kepuasan pengguna, Perpustakaan Fakultas Kedokteran Universitas Lambung Mangkurat

scholarly journals INCREASE MUZAKI LOYALTY TO THE ZAKAT, INFAQ, AND SHADAQAH MUHAMMADIYAH INSTITUTIONS IN INDONESIA

2020 ◽  
Vol 2 (2) ◽  
pp. 162-173
Author(s):  
Nasrullah Mahdar
Keyword(s):  
Quality Of Service ◽  
Data Analysis ◽  
Service Quality ◽  
Structural Equation Model ◽  
Structural Equation ◽  
Research Method ◽  
Equation Model ◽  
Analysis Method ◽  
Minimum Sample

This research aims to prove and analyze the increase in muzaki loyalty through muzaki trust as an intervening variable. The object of this research was the zakat, infaq, and shadaqah Muhammadiyah institutions (LAZISMU) with the analysis unit of Muzaki in DKI Jakarta. The research method used is descriptive and explanatory survey with a minimum sample of 200 respondents, with the data analysis method used was the Structural Equation Model (SEM). The results showed that the quality of service directly had a positive and significant effect on the trust and loyalty of muzaki; muzaki trust has a positive and significant effect on muzaki loyalty; service quality indirectly through muzaki trust has a positive and significant effect on muzaki loyalty; and service quality and muzaki trust simultaneously have a positive and significant effect on muzaki loyalty with a contribution (R2) of 65%. Other findings from this study indicate that muzaki trust is a partial intervening variable on the effect of service quality on muzaki loyalty

scholarly journals THE INFLUENCE OF LEADERSHIP BEHAVIOR AND WORK MOTIVATION ON SERVICE QUALITY AT THE POPULATION AND CIVIL REGISTRATION OFFICE OF BOALEMO REGENCY

2021 ◽  
Vol 2 (1) ◽  
pp. 13-22
Author(s):  
Adnan Marzuk ◽  
Arifin Tahir ◽  
William I. S. Mooduto
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Significant Influence ◽  
Work Motivation ◽  
Leadership Behavior ◽  
Employee Motivation ◽  
Civil Registration ◽  
Descriptive Research ◽  
Quantitative Descriptive

The purpose of this research is: 1) to find out and explain partially the influence of leadership behavior on the quality of population administration services at the Population and Civil Registration Office of Boalemo Regency; 2) to find out and explain there is a partial influence of employee work motivation on the quality of population administration services at the Population and Civil Registration Office of Boalemo Regency; 3) to find out and explain there is a simultaneous influence between leadership behavior and employee work motivation on the quality of population administration services at the Population and Civil Registration Office of Boalemo Regency. Quantitative descriptive research method approach with survey research type that explains the caesal relationship and conduct hypothesis testing with multiple regression analysis approach. The results showed that:1) There is a positive and significant influence between leadership behavior on service quality at the Population and Civil Registration Office of Boalemo Regency, which means that the better the behavior of a leader, the better the quality of service; 2) There is a positive and significant influence between work motivation on service quality at the Population and Civil Registration Office of Boalemo Regency, which means that the increase in employee motivation, the better the service provided; 3) There is a positive and significant influence between leadership behavior and work motivation on the quality of service at the Population and Civil Registration Office of Boalemo Regency, which means that the increase in employee work motivation, the better the service provided.

PENGARUH KUALITAS PELAYANAN DAN PROMOSI TERHADAP PERLUASAN PANGSA PASAR PRODUK DANA TALANGAN HAJI DI BANK SYARIAH MANDIRI KCP UJUNGBERUNG DAN KCP RANCAEKEK BANDUNG

2018 ◽  
Vol 2 (1) ◽  
pp. 1-15
Author(s):  
Intan Nurrachmi
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Market Share ◽  
Significant Influence ◽  
Strong Correlation ◽  
T Test ◽  
Market Expansion ◽  
Difference Constraints ◽  
Branch Office

This study departs from the hajj bailout financing facility which is a booming product because of the customer's interest, but in this case there is a difference in the target achievement between Bank Syariah Mandiri (BSM) Ujungberung KCP which is less successful in improving the hajj bailout products while the Rancaekek KCP is very superior in one consolidation Ahmad Yani Branch Office Bandung. This is what is interesting for researchers to carry out this research, the difference constraints include service quality and promotion factors. This phenomenon raises problems that must be examined, namely how the influence of service quality and promotion of market share expansion products hajj bailouts at Bank Syariah Mandiri KCP Ujungberung and KCP Rancaekek Bandung. This study aims academically to contribute in the study of Islamic economics in worksheets, especially the quality of service and promotion of market share expansion and practically expected to be able to provide input to all employees of BSM KCP Ujungberung regarding the quality of service and promotion of market expansion of bailout products. Hajj that has been successfully carried out by BSM KCP Rancaekek.The conclusion of this study is that there is a significant influence of service quality on the expansion of market share by 53.3% with a strong correlation of 0.730 and through t test, where t counts at 8.245 (> t table), then H_0 is rejected and H_i is accepted. Furthermore, there is a significant influence of promotion on the expansion of market share by 30.3% with a moderate / sufficient correlation of 0.550 through t test, where t counts is 4.219 (> t table), then H_ (0) is rejected and H_i is accepted. Then there is a significant influence of service quality and promotion simultaneously to the expansion of market share by 60.6% and a strong correlation of 0.784 and through Test F, where F count is 67.023 (> F table), then 〖H〗 _ ( 0) rejected and H_i accepted.

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.

scholarly journals PENGARUH KUALITAS PELAYANAN DAN LOKASI TERHADAP KEPUASAN PELANGGAN PADA ROLAG CAFE DIPONEGORO SURABAYA

2018 ◽  
Vol 5 (01) ◽  
Author(s):  
Nano Gunawan ◽  
Chandra Kartika
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Significant Influence ◽  
Sampling Method ◽  
Linear Analysis ◽  
T Test ◽  
Research Model ◽  
Analysis Method ◽  
F Test

This research is meant to examine the influence of service quality, price, and place to thecustomer satisfaction at Cafe Rolag Diponegoro Surabaya. The population of thisresearch is all customers who have ever visited at Cafe Rolag Diponegoro Surabaya. Theresearch samples has been obtained by using accidental sampling method. In according tothe predetermined criteria 100 respondents who have ever visited Cafe Rolag DiponegoroSurabaya have been selected as samples. The analysis method has been carried out byusing multiple linear analysis with SPSS application .The result of the model feasibilitytest which has been done by using F test has concluded that the research model is feasibleto be used for the following analysis. Meanwhile the result of hypothesis t test (partial)shows that service quality has significant influence to the customer satisfaction.And placehas significant influence to the customer satisfaction.Keywords: Service quality, place, and customer satisfaction.

scholarly journals EFFECT OF ACCOUNTABILITY, SERVICE QUALITY, TRUST MUZZAKKI TOWARDS MUZZAKI LOYALTY

2020 ◽  
Vol 7 (2) ◽  
pp. 6-12
Author(s):  
Jumriani Jumriani
Keyword(s):  
Quality Of Service ◽  
Data Analysis ◽  
Linear Regression ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Research Method ◽  
Quantitative Approach ◽  
Unit Of Analysis ◽  
Simultaneous Influence

Influence of accountability, quality of service, belief Muzakki on loyalty Muzzak. This research aims to discuss the influence of accountability, quality of service, trust Muzakki against Muzzaki loyalty to the institution Muzakki Management Institute Infaq (LMI) Surabaya. The research method is using a quantitative approach. The Unit of analysis in research is to use respondents Muzzaki for 100 Muzzaki in the area of Surabaya, with the research instrument using the questionnaire in the area of Surabaya, and the method of data analysis using multiple linear regression. The results showed that the simultaneous influence was positive and significant and partiality that accounting was influential towards Muzzaki loyalty, the quality of service was influential on Muzzaki loyalty, and Muzzaki's belief had an effect on Muzzaki loyalty.

scholarly journals PENGARUH CITRA RUMAH SAKIT DAN KUALITAS PELAYANAN TERHADAP LOYALITAS PASIEN MELALUI KEPUASAN PASIEN (STUDI PADA RUMAH SAKIT UMUM KARDINAH TEGAL)

2019 ◽  
Vol 3 (1) ◽  
Author(s):  
M. Andi Ardiyanto ◽  
Mr. Tabrani
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Positive Influence ◽  
Sem Analysis ◽  
Consumer Loyalty ◽  
Analysis Method ◽  
Collection Method ◽  
Positive Effect

M. Andi Ardiyanto. Influence of Image and Quality of Service To Consumer Loyalty Through Consumer Satisfaction (Study At Hospital KardinahTegal). Thesis.Tegal: Master of Management Pancasakti University of Tegal. 2017 The purpose of this research is to test empirically the influence of image and service quality to consumer loyalty through consumer satisfaction (Study AtHospital KardinahTegal). The research variables in this research are image, service quality, satisfaction and loyalty. The hypothesis of this study is the image and quality of service influence on consumer loyalty through consumer satisfaction. Data collection method used in this research is questionnaire. While the data analysis method used is SEM analysis using AMOS application The result of this research are (1) image have positive effect to satisfaction (2) service quality have positive effect to satisfaction (3) image have positive effect to loyalty (4) service quality have positive influence to loyalty (5) satisfaction positive effect to loyalty (6) Can mediate the influence of the image on loyalty but satisfaction can not mediate the influence of service quality on loyalty.Keywords: Image, Service Quality, Satisfaction, Loyalty

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