scholarly journals HUBUNGAN KUALITAS PELAYANAN TERHADAP KEPUASAN PENERIMA LAYANAN ADMINISTRASI KEPENDUDUKAN DI DINAS KEPENDUDUKAN DAN PENCATATAN SIPIL KABUPATEN TANAH DATAR

Jurnal Ecogen ◽  
2019 ◽  
Vol 2 (3) ◽  
pp. 327
Author(s):  
Mita Wulandari ◽  
Armida S
Keyword(s):  
Service Quality ◽  
Primary Data ◽  
Coefficient Of Determination ◽  
Validity And Reliability ◽  
Five Dimensions ◽  
Correlation Test ◽  
Physical Evidence ◽  
Correlational Method ◽  
Data Collection Technique ◽  
Linearity Test

This study aims to determine the relationship of service quality to the satisfaction of recipients of population administration services at the Population and Civil Registry Office of Tanah Datar District. Measurement of service quality dimensions using five dimensions of service quality consisting of dimensions of physical evidence (tangibles), reliability (reliability), responsiveness (responsiveness), assurance (assurance), empathy (empathy). This type of research is a quantitative study with a correlational method using SPSS version 22. The population of this study is the population receiving population administration services in Dukcapil Tanah Datar District, a population of 82,286 people with a sample of 100 people taken using the Slovin formula using accidental sampling techniques. The research data is primary data, the data collection technique in this study is to use a questionnaire prepared using a Likert scale whose scores are 1-5. To ensure that the instruments used in the study are validity and reliability tests. Data were analyzed by descriptive and inductive analysis using normality test, linearity test, hypothesis testing using multiple correlation test, person correlation test, and the coefficient of determination test with α = 0.05. The results of this study show that the five service quality variables have a positive and significant relationship to the satisfaction of recipients of population administration services, namely the dimensions of physical evidence (tangibles), reliability (reliability), responsiveness (responsiveness), assurance (assurance), and empathy (empathy). Keyword:  kualitas pelayanan, bukti fisik (tangibility), keandalan (reliability), daya tanggap (responsiveness), jaminan (assurance), empati (emphaty), dan kepuasan masyarakat penerima layanan.

scholarly journals Pengaruh Kualitas Pelayanan Administrasi Terhadap Kepuasan Pasien Pengguna BPJS Kesehatan di RSUD Lubuk Basung Kabupaten Agam

Jurnal Ecogen ◽  
2019 ◽  
Vol 2 (3) ◽  
pp. 374
Author(s):  
Rindu Antika Sari ◽  
Armiati Armiati
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Hypothesis Test ◽  
Descriptive Analysis ◽  
Coefficient Of Determination ◽  
Validity And Reliability ◽  
Five Dimensions ◽  
Administrative Services ◽  
Normality Test ◽  
Inductive Analysis

This study aims to explain the effect of service quality on patient satisfaction of health BPJS users in Lubuk Basung Hospital Agam District. The measurement of the quality dimension uses five dimensions of service quality consisting of tangibles, reliability, responsiveness, assurance, empathy. The research instrument used was a questionnaire distributed to 100 patients with BPJS Kesehatan using the chocran formula taken using accidental sampling techniques. Data collection techniques in this study are using questionnaires compiled using a Likert scale whose score is 1-5. To ensure that the instruments used in the study are tested for validity, and reliability testing. In the data analysis stage the influence of the quality of administrative services on patient satisfaction of BPJS Health users in Lubuk Basung Hospital Agam Regency was carried out descriptive analysis, and inductive analysis. Inductive analysis is a normality test, multicollinearity test, heterocedasticity test, and multiple regression analysis. Hypothesis test data used F test, t test, and test coefficient of determination (R2). the results of this study show the five service quality variables simultaneously have a positive and significant effect on patient satisfaction BPJPS Health users in RSUD lubuk basung. While the factors that predominantly influence patient satisfaction in Lubuk Basung Hospital are tangibles, responsiveness, assurance, and followed by emphaty variables, and reliability. Keyword: service quality, tangibles, reliability, responsiveness, assurance, emphaty, patient satisfaction

scholarly journals Pengaruh Kualitas Layanan dan Harga Terhadap Kepuasan Penumpang Bus Trans Padang

Jurnal Ecogen ◽  
2019 ◽  
Vol 2 (4) ◽  
pp. 769
Author(s):  
Mega Anggraini ◽  
Rose Rahmidani
Keyword(s):  
Service Quality ◽  
Secondary Data ◽  
Total Sample ◽  
Primary Data ◽  
Validity And Reliability ◽  
Passenger Satisfaction ◽  
Sample Technique ◽  
Using Data ◽  
Quantitative Descriptive ◽  
Data Collection Technique

This study aims to reveal the influence of service quality and price on the satisfaction of Trans Padang bus passengers. This research is quantitative descriptive. The population in this study were all people in the city of Padang who had used Trans Padang services, Pasar Raya - Lubuk Buaya route. The data used are primary data and secondary data. The data collection technique was using questionnaires and documentation. The sample technique used in this study was purposive sampling with a total sample of 100 respondents. The analytical method used is multiple regression analysis using the SPSS version 21 program. For hypothesis testing the study was conducted using data analysis through validity and reliability tests, normality test, multicollinearity, heteroscedicactivity, F test and statistical t test at α = 0.05. The results of this study indicate that 1) Service quality has a significant positive effect on the satisfaction of Trans Padang bus passengers 2) Price has a significant effect on the satisfaction of Trans Padang bus passengers. Keyword: service quality, price, and passenger satisfaction 

scholarly journals ANALISIS TINGKAT KEPUASAN PASIEN RAWAT JALAN TERHADAP KUALITAS PELAYANAN OBAT DI INSTALASI FARMASI RSUD LIUN KENDAGE TAHUNA

PHARMACON ◽  
2019 ◽  
Vol 8 (2) ◽  
pp. 406
Author(s):  
Jesica Nangaro ◽  
Gayatri Citraningtyas ◽  
Sri Sudewi
Keyword(s):  
Service Quality ◽  
Primary Data ◽  
Validity And Reliability ◽  
Prospective Data ◽  
Five Dimensions ◽  
Satisfaction Index ◽  
Collection Number ◽  
Index Value ◽  
Service Paradigm

ABSTRACTGood service quality will lead to satisfaction in patients. Pharmaceutical services especially in hospitals are sued to realization the expansion of the pharmaceutical service paradigm from product orientation to patient orientation. This study aims to determine the level of outpatient satisfaction to quality of drug service in the Pharmacy Installation of Liun Kendage Tahuna Hospital based on five dimensions of service quality namely tangibles, empathy, reliability, responsiveness, and assurance. This research is a descriptive study with prospective data collection. Number of samples is 347 people, the process of collecting primary data is done using research instruments in the form of questionnaires and data processing to determine the validity and reliability of the questionnaire using SPSS 17 for Windows program. The results showed that the overall satisfaction index value was -0.63. The satisfaction index for each dimension is; tangible -0.62; empathy -0.58; reliability -0.59; responsiveness -0.59; and assurance -0.70. This shows that the worth satisfaction index is negative, which means that outpatients at the Liun Kendage Tahuna Hospital Pharmacy Installation are not yet feel satisfied with the services provided. Keywords: patient satisfaction, quality service, RSUD Liun Kendage Tahuna.ABSTRAKKualitas pelayanan yang baik akan menimbulkan kepuasan pada pasien. Pelayanan kefarmasian khususnya di rumah sakit dituntut untuk merealisasikan perluasan paradigma pelayanan kefarmasian dari orientasi produk menjadi orientasi kepada pasien. Penelitian ini bertujuan untuk mengetahui tingkat kepuasan pasien rawat jalan terhadap kualitas pelayanan obat di Instalasi Farmasi RSUD Liun Kendage Tahuna berdasarkan lima dimensi kualitas pelayanan yakni tangibles, emphaty, reliability, responsiveness, dan assurance. Penelitian ini merupakan penelitian deskriptif dengan pengambilan data secara prospektif. Jumlah sampel sebanyak 347 orang, proses pengumpulan data primer dilakukan dengan menggunakan instrumen penelitian dalam bentuk kuesioner dan pengolahan data untuk mengetahui validitas dan reliabilitas kuesioner menggunakan program SPSS 17 for windows. Hasil penelitian diperoleh nilai indeks kepuasan secara keseluruhan sebesar terbesar -0,63. Indeks kepuasan pada setiap dimensi yaitu; tangible -0,62; emphaty -0,58; reliability -0,59; responsiveness -0,59; dan assurance -0,70; Hal ini menunjukkan indeks kepuasan bernilai negatif yang berarti pasien rawat jalan di Instalasi Farmasi RSUD Liun Kendage Tahuna belum merasa puas terhadap pelayanan yang diberikan. Kata Kunci : kepuasan pasien, kualitas pelayanan, RSUD Liun Kendage Tahuna.

scholarly journals ANALISIS PENGARUH KUALITAS PRODUK, KUALITAS PELAYANAN DAN KEPERCAYAAN TERHADAP MINAT MENABUNG PADA PT BANK TABUNGAN NEGARA (PERSERO) TBK. CABANG SEMARANG

KEUNIS ◽  
2020 ◽  
Vol 8 (1) ◽  
pp. 21
Author(s):  
Novita Himatul Ulya ◽  
Embun Duriany Soemarso ◽  
Moch. Abdul Kodir
Keyword(s):  
Service Quality ◽  
Product Quality ◽  
Significant Influence ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Primary Data ◽  
Coefficient Of Determination ◽  
Quality Service ◽  
Analysis Model ◽  
Validity And Reliability

<p><em>This research aims to determine the significance of the variables influence the product quality, service quality and trust of the customers saving interest at PT Bank Tabungan Negara (Persero) Tbk. Cabang Semarang. This study uses primary data with questioner and secondary data. The population in this study are all savings customers at PT Bank Tabungan Negara (Persero) Tbk. Cabang Semarang. The sampling technique used was purposive sampling and accidental sampling. </em></p><p><em>The analysis model used in this research is Linear Regression Analysis Model, while the data analysis techniques using the F test, t test, and coefficient of determination (R2). In addition, it also tests the quality of the data in the form of tests validity and reliability, as well as a classical assumption test with normality tests, multicollinearity tests, heteroscedasticity tests, and autocorrelation tests. Test data indicate that the data is valid and reliable and free from irregularities classical assumptions. </em></p><em>The analysis and discussion showed that product quality, service quality and trust simulataniously significant influence customers saving interest at PT Bank Tabungan Negara (Persero) Tbk. Cabang Semarang. Variable service quality and trust partially significant influence customer saving interest, while the variable product quality not significantly influence customer saving interest at PT Bank Tabungan Negara (Persero) Tbk. Cabang Semarang.</em>

scholarly journals Effect of Service Quality on Customer Satisfaction in PT. Pawnshop Syariah Tempe Unit Wajo District

2019 ◽  
Vol 1 (1) ◽  
pp. 53-68
Author(s):  
Aslan Azhari
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Descriptive Analysis ◽  
Great Influence ◽  
Influential Factor ◽  
Test Reliability ◽  
Primary Data ◽  
Coefficient Of Determination ◽  
Dominant Factor ◽  
Physical Evidence

Customer satisfaction is the concern of PT. Pawnshop Syariah Tempe Unit Wajo District. This research was conducted with the aim of: (1) knowing the effect of physical evidence on customer satisfaction, (2) knowing the effect of reliability on customer satisfaction, (3) knowing the effect of responsiveness on customer satisfaction, (4) knowing the effect of guarantees on customer satisfaction, ( 5) knowing the effect of empathy on customer satisfaction, (6) knowing the most dominant factor influencing the dimensions of service quality on customer satisfaction at PT. Pawnshop Syariah Tempe Unit Wajo District. This study uses primary data through questionnaires totaling 100 samples from all customers of PT. Pawnshop Syariah Tempe Unit is 52,338 customers. This research was conducted in the study period from October to December 2016. The analysis method used was descriptive analysis, validity test, reliability test, classic assumption test, multiple linear regression test, partial test, simultaneous test , and the coefficient of determination test. Data were analyzed using the Statistical Product and Service Solution (SPSS) 21 software program. The results of this study indicate that: (1) physical evidence has a positive and significant effect on customer satisfaction, (2) reliability has a positive and significant effect on customer satisfaction, (3) responsiveness has a positive and significant effect on customer satisfaction, (4) guarantee has a positive effect and significant to customer satisfaction, (5) empathy has a positive and significant effect on customer satisfaction, (6) guarantee is the most influential factor on customer satisfaction at PT. Pawnshop Syariah Tempe Unit Wajo District. This means that the company management in this case PT. Pawnshop Syariah Tempe Unit needs to pay special attention to the dimensions of service quality (physical evidence, reliability, responsiveness, assurance, empathy) so that it is always used to provide good service, because it has a great influence on customer satisfaction.

PENGARUH LOKASI, KUALITAS PRODUK TABUNGAN, KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH DALAM MENABUNG DI BMT ADZKIYAH KHIDMATUL UMMAH DI KOTA METRO

2019 ◽  
Vol 3 (2) ◽  
pp. 439
Author(s):  
Suwarto Suwarto ◽  
Risa Anggraini
Keyword(s):  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Linear Regression Analysis ◽  
Requirements Analysis ◽  
Primary Data ◽  
Homogeneity Test ◽  
Linearity Test

This research is motivated by customer satisfaction which is a customer action to save. The purpose of this study was to determine the ef ect of location, quality of savings products, service quality on customer satisfaction. In this study using primary data collected by explanatory research methods and sample collection techniques in the form of accidental sampling of BMT customers Adzkiyah Khidmatul Ummah using a questionnaire with a likert skla in BMT Adzkiyah Khidmatul Ummah in Metro City. Testing the instrument requirements used include validity, reliability testing. Requirements analysis using normality test, linearity test, homogeneity test. And analysis tools using multiple linear regression with partial test (t test), simultaneous test (f test), coef icient of determination test (R2). As testing requirements analysis and hypothesis testing. Based on the results of research using multiple linear regression analysis obtained location influences customer satisfaction, the quality of savings products does not af ect customer satisfaction, and service quality influences customer satisfaction.

scholarly journals CORRELATION OF FINANCING MANAGEMENT TOWARDS THE QUALITY OF EDUCATION IN MADRASAH DINIYAH TAKMILIYAH AWALIYAH IN BANDUNG DISTRICT

2021 ◽  
Vol 5 (2) ◽  
pp. 96-104
Author(s):  
Badrudin Badrudin ◽  
Neng Gustini ◽  
Cep Ilyas Amirulloh
Keyword(s):  
Coefficient Of Determination ◽  
Quality Of Education ◽  
Significance Level ◽  
Analysis Techniques ◽  
A Value ◽  
Partial Analysis ◽  
Data Collection Technique ◽  
Linearity Test ◽  
The Relationship

This study aims to determine and describe the relationship between financing management and the quality of diniyah education in Madrasah Diniyah Takmiliyah Awaliyah in the Bandung Regency. This study uses a quantitative approach. The data collection technique is done by distributing questionnaires (questionnaires) and documentation with a sample of 37 people. The data analysis techniques used are research instrument trials, partial analysis, correlation analysis, and coefficient of determination (contribution) analysis. The results showed that the achievement of financing management and the quality of diniyah Takmiliyah Awaliyah education in Bandung Regency showed a significant relationship between financing management and the quality of diniyah education. The linearity test of financing management (X) and the quality of diniyah education (Y) obtained a value of F = 1.611 with a significance level of 0.218, so it can be interpreted that it has a positive and significant linear relationship. This study has implications for the importance of effective financing management in improving the quality of madrasah.

PENGARUH CITRA MEREK DAN KUALITAS PRODUK TERHADAP MINAT BELI SEPATU ANDO (STUDI KASUS DI KOTA BEKASI 2020)

PARAMETER ◽  
2021 ◽  
Vol 5 (2) ◽  
pp. 27-40
Author(s):  
Netti Natarida Marpaung
Keyword(s):  
Product Quality ◽  
Brand Image ◽  
T Test ◽  
Test Reliability ◽  
Primary Data ◽  
Coefficient Of Determination ◽  
Data Sampling ◽  
Correlation Test ◽  
Spss Software ◽  
Relationship Of

The purpose of this research was to determine the effect and relationship of variable Brand Image and Product Quality partially and simultaneously on the Interest in Buying Ando Shoes products of PT. Halim Jaya Sakti in Sidoarjo. The method used is to use quantitative data by distributing questionnaires as many as 95 respondents. This research data uses primary data. Sampling analysis tools used are validity test, reliability test, correlation test, classic assumption test, simple linear regression test, t test (partial), F test (simultaneous), and coefficient of determination test using SPSS software version 21.0. Based on the results of this study indicate that the variable Brand Image is quite influential and related which shows a positive and significant direction to the Purchase Interest of Ando Shoes products at Pt. Halim Jaya Sakti in Sidoarjo. Proven in the t test, the Brand Image variable t value> t table is (96.777> 1.66140) and Product Quality variable t value> t table is (108.432> 1.66140) so the correlation test calculation is more significance value smaller than the 0.05 significant level that is equal to 0,000 <0.05.

Human Capital And The Use Of Information Technology To Enhance Sustainable Competitive Advantages

2020 ◽  
Vol 8 (6) ◽  
pp. 239-249
Author(s):  
Nurul Hidayah ◽  
Ahmad Badawi ◽  
Lucky Nugroho ◽  
Moetopo
Keyword(s):  
Information Technology ◽  
Human Capital ◽  
Competitive Advantage ◽  
Model Test ◽  
Test Validity ◽  
Primary Data ◽  
Coefficient Of Determination ◽  
Sustainable Competitive Advantage ◽  
Validity And Reliability ◽  
Inner Model

This study aims to determine the effect of human capital and the use of information technology on the competitive advantage of Sharia banking. The study takes an analysis unit of Indonesia Sharia banking. The type of data used is primary data using a questionnaire which sampling used is a stratified random sampling model where respondents in this study consist of leaders and employees in Sharia banking. This research uses desciptive qualitative approach. Data analysis used PLS consisting of Outer Model test (Validity and Reliability) and Inner Model test (coefficient of determination and T test). The results show that human capital has no significant effect and the use of information technology has a significant effect on the sustainable competitive advantage of Sharia Banking.

scholarly journals Pengaruh Kualitas Pelayanan Dan Promosi Terhadap Kepuasan Pelanggan OVO (Studi Kasus Pada Mahasiswa STIE Eka Prasetya)

2020 ◽  
Vol 6 (2) ◽  
pp. 9-20
Author(s):  
Muammar Rinaldi
Keyword(s):  
Regression Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Descriptive Analysis ◽  
Linear Regression Analysis ◽  
Personal Selling ◽  
Multiple Linear Regression Analysis ◽  
Coefficient Of Determination ◽  
Validity And Reliability ◽  
Quantitative Descriptive

The purpose of this study is to determine the effect of Service Quality and Promotion on OVO Customer Satisfaction. The research methodology used is quantitative descriptive method, the unit of analysis in this study is STIE Eka Prasetya and the observation unit is students from STIE Eka Prasetya. The population in this study were 993 respondents from STIE Eka Prasetya. The technique of determining the number of samples used in this study is the Slovin formula and amounted to 91 respondents. The research method used is the technique of data collection through the distribution of questionnaires that conducted systematically based on research objectives. The analytical method used to solve problems and prove hypotheses is descriptive analysis and regression analysis. This analysis includes validity and reliability, classic assumption tests, multiple linear regression analysis, hypothesis testing through t and F tests, and the coefficient of determination (R2) test. The results of the t test show that the variable Service Quality has a positive and significant effect on OVO Customer Satisfaction, and the Promotion variable has a positive and significant effect on OVO Customer Satisfaction. The results of the F test show that the Service Quality and Promotion simultaneously effect the Customer Satisfaction. The result of coefficient of determination test results (R2) shows that Customer Satisfaction was effected by Service Quality and Promotion variables, while the remaining is explained by other variables such as perception, digital marketing and personal selling that are not discussed in this study.

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