scholarly journals Evaluasi kualitas layanan menggunakan metode LibQUAL+^TM pada Amikom Resource Centre Universitas Amikom Yogyakarta

2019 ◽  
Vol 1 (2) ◽  
pp. 15-28
Author(s):  
Dwiyantoro Dwiyantoro
Keyword(s):  
Data Collection ◽  
Service Quality ◽  
Information Needs ◽  
Academic Community ◽  
Quality Of Services ◽  
Good Service ◽  
Resource Center ◽  
A Value ◽  
The Ideal

Service is an important component in a library, good service will make the library can increase the level of user visits, so it is necessary to see the quality of services in the library, this is of course users who can provide an assessment of the quality in the library. Amikom Resource Center is one of the libraries that provide services to the academic community in the Amikom University in fulfilling information needs. Therefore, researchers are interested in evaluating the quality of services that exist in the Yogyakarta resource center amikom using the libqual method, in this study to see the quality of services available at Amikom Resorce Center. In this study the method used is descriptive quantitative, with data collection using questionnaires and observations, sampels in this study that amounted to 79 respondents. The results of this study, which is based on the calculation of service quality using the libqual method, found that the greatest AG gap is found in the Service of Affect dimension, which is 0.56 and the greatest SG gap is in the same dimension, Service of Affect with a value of 0.92. that the ability and attitude of librarians in serving is greater than the reality received so far, and the overall value of the dimensions of Adequacy Gap (AG) positively is 1.05, indicating that the services provided by Amikom Resousce Center have exceeded the minimum expectations of visitors. while for the total value of Superiority Gap (SG) is positive, which is 1.71, this indicates that the services provided have exceeded the ideal expectations of the users, so the users are "very satisfied" with the services they receive.

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 Pengaruh Citra Perusahaan dan Kualitas Layanan terhadap Loyalitas dengan Kepercayaan sebagai Variabel Mediasi

2021 ◽  
Vol 9 (3) ◽  
pp. 1150-1162
Author(s):  
Dellafany Noor Madyaratri ◽  
Anik Lestari Andjarwati
Keyword(s):  
Data Collection ◽  
Service Quality ◽  
Quantitative Data ◽  
Research Method ◽  
Sampling Technique ◽  
Analysis Data ◽  
Corporate Image ◽  
Quality Of Services ◽  
Customer Perception

This paper aimed to study the effect of corporate image and service quality on loyalty by using trust as a mediating variable. This research uses quantitative data. The sampling technique used was non-probability sampling with the type of judgmental sampling). The sample used in this study were 220 respondents. The research method used path analysis--data collection through a questionnaire. The results showed that company image has a positive and significant effect on loyalty, service quality has a positive and significant effect on loyalty, the corporate image has a positive and significant effect on trust, service quality has a positive and significant effect on trust, and trust has a positive and significant effect on loyalty. Kantor Pos Trenggalek is expected to improve the image of Kantor Pos Trenggalek so that customer perception will be better for the services provided and improve and develop the quality of services provided to customers and fix service problems.

scholarly journals Faktor-Faktor Dominan Kualitas Pelayanan Pramusaji Yang Mempengaruhi Kepuasan Tamu Di Restoran Pondok Bebek, Hotel Arbor Biz

2020 ◽  
Vol 2 (1) ◽  
Author(s):  
Anggun Sari Sasmita ◽  
Nila Sartika Achmadi ◽  
Rafika Hayati
Keyword(s):  
Data Collection ◽  
Service Quality ◽  
Dominant Factor ◽  
Five Dimensions ◽  
Average Value ◽  
The Third ◽  
A Value ◽  
Guest Satisfaction

<div><p><strong><em>ABSTRACT</em></strong></p><p><strong><em> </em></strong></p><p><em>This study describes the dominant factors in the quality of waiter service that affect guest satisfaction at Pondok Bebek Restaurant. Data collection uses a questionnaire that measures the five dimensions of waiter service quality which consists of tangibles, reliability, responsiveness, assurance, and empathy dimensions to 86 duck cottage restaurant guests. Data obtained from the questionnaire results were processed by determining the average value. The results of this study indicate the five variables of guest satisfaction greatly influence the satisfaction of guests in the duck cottage restaurant. Whereas the most dominant factor affecting guest satisfaction in this restaurant is Responsiveness or responsiveness with a value of 992. The results of the first indicator which is providing information about food promos are at a score of 329, the second indicator is an explanation of the menu at a score of 336, the third indicator is employees able to answer questions about restaurants is at a score of 327.</em></p><p><strong><em>Keywords</em></strong><em>: Restaurant, Service quality, Guest satisfaction.</em></p><p> </p><p><strong>ABSTRAK</strong></p><p><strong> </strong></p><p>Penelitian ini menguraikan faktor dominan kualitas pelayanan pramusaji yang mempengaruhi kepuasan tamu pada Restoran Pondok Bebek. Pengumpulan data menggunakan angket yang mengukur dengan lima dimensi kualitas pelayanan pramusajiyang terdiri atas dimensi tangibles, reliability, responsiveness, assurance, dan empathy kepada 86 tamu restoran pondok bebek. Data yang didapatkan dari hasil angket diolah dengan menentukan nilai rata-rata.. Hasil dari penelitian ini menunjukkan kelima variabel kepuasan tamu sangat berpengaruh terhadap kepuasan tamu di restoran pondok bebek. Sedangkan faktor yang berpengaruh paling dominan terhadap kepuasan tamu di restoran ini adalah Responsiveness atau daya tanggap dengan nilai 992. Hasil indikator pertama yaitu memberikan informasi mengenai promo makanan berada pada skor 329, indikator kedua yaitu penjelasan mengenai menu berada pada skor 336, indikator ketiga yaitu karyawan mampu menjawab pertanyaan mengenai restoran berada pada skor 327.</p><p><strong>Kata kunci</strong>: Restoran, Kualitas pelayanan, Kepuasan tamu</p></div>

scholarly journals Penggunaan Fuzzy Servqual Untuk Pengukuran Peningkatan Kualitas Pelayanan Pelanggan Dompet Digital

2021 ◽  
Vol 5 (2) ◽  
pp. 117
Author(s):  
Anastasia Siwi Fatma Utami ◽  
Feri Prasetyo Prasetyo
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Service Providers ◽  
Positive Impact ◽  
Quality Of Services ◽  
Five Dimensions ◽  
Satisfaction Index ◽  
A Value ◽  
Digital Wallet

Non-cash transactions are increasingly being used because they provide convenience and speed in conducting transactions. The development of technology on smartphones makes non-cash transactions can be easily used by anyone with the Digital Wallet service. There are many Digital Wallet service providers, namely, Go-Pay, Ovo, Dana and many more. With this service, it is necessary to measure customer satisfaction with the quality of services provided so that service providers know the features that are most needed by customers and strategies that must be implemented in order to continue to compete and have a positive impact on customers.This research was conducted using the Fuzzy Servqual method. The sample of this research is Bekasi City residents who use Digital Wallet services. Measurements were made based on five dimensions of service quality namely reliability, responsiveness, assurance, empathy, tangibles. The five dimensions of service quality indicate a negative gap between the service received and the service expected by the customer. While the Customer Satisfaction Index (CSI) produces a value that can be categorized into the "Satisfied" criteria.

scholarly journals Technology Analysis and the Need of a Value Framework

2021 ◽  
Vol 4 (1) ◽  
pp. 431-441
Author(s):  
Manuela Ingaldi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Service Provision ◽  
Quality Of Services ◽  
Quality Level ◽  
A Value ◽  
Quality Scale ◽  
Retail Service ◽  
Retail Service Quality

Abstract We make purchases almost every day. We buy some products very often (e.g. food), others less often (e.g. furniture, car). Shops, selling products to customers, are not their producers, but rather provide them with services (commercial service). It is important that the customer, after making the purchase, is satisfied not only with the product, but also with the purchasing process itself. In order to determine what are the reasons for customer satisfaction or dissatisfaction, it is necessary to assess the quality of services, i.e. the process of making purchases by customers. In the available literature, there are many methods that are used to assess the service quality. However, their use is associated with the need to identify attributes that could well describe the service provision process, but also be a source of knowledge about customer satisfaction. The Retail Service Quality Scale (RSQS) developed by Dabholkar and his colleagues is applicable to assess the quality of services provided by shops, so it can be a ready-made tool that does not require the researchers to define attributes, as would be the case when using traditional methods. The aim of the paper was to assess the quality of operation of a traditional shop using the RSQS methodology. This study was carried out using a paper questionnaire that contained the attributes proposed in the RSQS. The survey was conducted among customers of a selected shop. The analyzed results made it possible to determine the quality level of commercial services provided by the research shop and to indicate its strengths and weaknesses. Additionally, the possibility of using the ready-made RSQS scale to assess the quality of commercial services provided in Polish economic realities was confirmed.

scholarly journals Evaluation of products and services of a nursing library: user satisfaction

2008 ◽  
Vol 16 (4) ◽  
pp. 758-764 ◽  
Author(s):  
Sheila Kátia Cozin ◽  
Ruth Natalia Teresa Turrini
Keyword(s):  
Service Quality ◽  
User Satisfaction ◽  
Information Needs ◽  
Sao Paulo ◽  
Nursing School ◽  
Good Service ◽  
Satisfaction Rate ◽  
The University ◽  
Library User

The goal of the study was to evaluate the quality of the services provided by the library at the Nursing School of the University of São Paulo. A questionnaire evaluating users' satisfaction with the service was employed, covering five quality components: tangibles, reliability, responsiveness, assurance and empathy. The Satisfaction Rate was calculated through the degree of importance in relation to satisfaction. The analysis of the open-ended answers was quanti-qualitative. For Reliability and Empathy, the users showed dissatisfaction with the training for bibliographic research and the librarian's willingness to meet the clients' information needs, respectively. Responsiveness did not fully satisfy the users, disagreeing with the providers. However, both agreed that the archives are outdated. Among the tangible aspects, equipment and noise were criticized most often. The results show that the library offers good service quality to its users.

scholarly journals ANALISIS FAKTOR-FAKTOR YANG MEMPENGARUHI KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PT. PELINDO II CABANG BENGKULU.

2018 ◽  
Vol 1 (1) ◽  
pp. 1
Author(s):  
Syofian Syofian
Keyword(s):  
Quality Of Service ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Regression Equation ◽  
A Value ◽  
Effect Regression ◽  
Positive Effect ◽  
Variable Quality

This research was conducted to find out and measure the variable quality of service (tangible, reliability, responsiveness, assurance, emphaty) significantly influence customer satisfaction PT. Pelindo II Cab. Bengkulu. The method of data collection is carried out by observation and questionnaire methods. The results showed the dimensions of Tangible service quality (X1), Reability (X2), Responsiveness (X3), Assurance (X4) and Emphaty (X5), together had a positive effect. Regression equation Y = 4.721 + 0.207 X1 + 0.222 X2 + 0.182 X3 + 0.350 X4 - 0.394 X5. F test amounted to 27,221 while F table 2,31, means F-count> F-table (27,221> 2,31). The results show the quality of tangible, reability, responsiveness, assurance, and empathy services together have a positive and significant effect on the variable customer satisfaction. The t test is known to show the Tangibles Variable t count of 3.384. This value is greater than t table (3,384> 1,986). Reliability Variables t count at 3.058 this value is greater than t table (3.058> 1.986). The Responsiveness variable t counts for 1,992 this value is greater than t table (1992> 1,986). Variable Assurance t count at 6,576, this value is greater than t table (6,576> 1,986). Empathy variable has a value of t count of -7,259. This value is greater than t table (-7.259 <1,986)

scholarly journals Analisis determinan loyalitas pengunjung di perpustakaan kota x

2020 ◽  
Vol 5 (2) ◽  
pp. 256-264
Author(s):  
Anis Agustina ◽  
Satrijo Budiwibowo ◽  
Elana Era Yusdita
Keyword(s):  
Quality Of Service ◽  
Data Collection ◽  
Service Quality ◽  
Qualitative Data ◽  
Quality Of Services ◽  
Visitor Satisfaction ◽  
Qualitative Data Collection ◽  
Descriptive Qualitative

This study aims to analyze visitor loyalty based on service quality and visitor satisfaction in the Library of City X. The approach of this study is descriptive qualitative. Data collection techniques using observation, interviews and documentation on visitors and library employees. The results show that the loyalty of visitors in Library X is quite good, but the quality of service and satisfaction of visitors is not yet in accordance with the visitors expectation. The Library and Archives Office of City X needs to improve the quality of services and facilities that will make visitors loyal and satisfied.

scholarly journals The Analysis of the Effect of Academic Service Quality on Student Loyalty Through Student Satisfaction and Organizational Performance

2020 ◽  
Vol 3 (1) ◽  
pp. 47-53
Author(s):  
Muhammad Ajir Muzakki ◽  
Zeplin Jiwa Husada Tarigan
Keyword(s):  
Data Collection ◽  
Service Quality ◽  
Organizational Performance ◽  
Student Satisfaction ◽  
Significant Influence ◽  
A Value ◽  
Student Loyalty ◽  
Academic Service Quality ◽  
Academic Services

This research aims to analyze the significant influence of quality academic services to student loyalty with student satisfaction and organizational performance as intervening. The sample in this study as many as 40 people, data collection using questionnaires, and then analyzed with SEM PLS using smart software PLS 3.0. Based on the results of the analysis show that the quality of academic services has an effect on student loyalty with a statistical t-value of 2.532, the quality of academic services has no effect on organizational performance with a statistical value of 0.026, the quality of academic services has an effect on student satisfaction with a value of 1.988 statistics, student satisfaction has an effect on organizational performance with a t-value of 1.891, student satisfaction has no effect on student loyalty with a statistical t-value of 0.370, organizational performance influences student loyalty with a statistical T value of 8.380, student satisfaction does not mediate the effect of academic service quality with a statistical t-value of 1.201, student satisfaction does not mediate the effect of academic service quality on student loyalty with a statistical t-value of 0.319, organizational performance mediates the effect of student satisfaction on student loyalty self with a statistical t-value of 1.778, student satisfaction and organizational performance does not mediate the effect of academic service quality on student loyalty with a statistical t-value of 1.169, organizational performance does not mediate the effect of academic service quality on student loyalty with a statistical T value of 0.025.

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