scholarly journals ANALISIS PERSEPSI BMT PENGGUNA TERHADAP KUALITAS JASA PELAYANAN PPOB ABSINDO

2016 ◽  
Vol 3 (2) ◽  
Author(s):  
Azfa Mutiara Ahmad Pabulo
Keyword(s):  
Service Quality ◽  
Hypothesis Testing ◽  
Gap Analysis ◽  
Perceived Quality ◽  
T Test ◽  
Quality Of Services ◽  
Paired Sample ◽  
Research Instrument ◽  
Cartesian Diagram

The purpose of this research is to study the differences in expectations of service quality in the use of BMT PPOB ABSINDO by users in Yogyakarta . The research instrument is a questionnaire to the user BMT PPOB ABSINDO which includes the dimensions of service quality in general (servqual / service quality) is a system PPOB ABSINDO Payment Point to conduct payment transactions of electricity , telephon , pulses and flight tickets and train tickets in BMT users . The sample was 30 users PPOB ABSINDO BMT in Yogyakarta . Hypothesis testing is done by using gap analysis , paired sample t test , t test , and Cartesian diagram . The results of the analysis of the study found a negative gap between expectations and the reality of the quality of services PPOB ABSINDO system. The differences between expectation and reality of the quality of services that include the dimensions of service quality in general about PPOB ABSINDO described in 22 (twenty two ) perceived quality services aimed at users of PPOB ABSINDO BMT. Keywords : Quality of services , PPOB ABSINDO , Cartesian diagram

scholarly journals Exploring the Service Quality determinants of Solar Product Dealers

2019 ◽  
Vol 15 (1-2) ◽  
pp. 27-38 ◽  
Author(s):  
Vikas Kumar ◽  
Bikramjit Singh Hundal ◽  
Komalpreet Kaur
Keyword(s):  
Factor Analysis ◽  
Service Quality ◽  
Rural Areas ◽  
Gap Analysis ◽  
T Test ◽  
Primary Data ◽  
Paired Sample ◽  
Significant Difference ◽  
Perceptions And Expectations

The present study explored the determinants affecting service quality of solar product dealers. The study is based on primary data, collected from a total of 345 solar pump users from different villages and rural areas of Punjab. Exploratory factor analysis, confirmatory factor analysis, and paired sample t-test have been used to examine the data. Furthermore, the SERVQUAL scale has been used to measure the service quality of solar product dealers. Paired sample t-test was used to measure the users’ expectation and perception gap between service quality dimensions. The results validated that five factors namely reliability, responsiveness, assurance, empathy, and tangibility influence service quality of solar product dealers and there is no significant difference between perceptions and expectations of solar product users except for the responsiveness dimension. As far as gap analysis is concerned, the dimension ‘responsiveness’ was responsible for the highest gap score. So, perceptions of solar product users are not fully being met with their expectations.

scholarly journals PENGARUH KUALITAS PELAYANAN TERHADAP MINAT BELI PADA MASA PANDEMIK COVID-19 DI KANTIN YUANK KOTA BIMA

2021 ◽  
Vol 3 (2) ◽  
pp. 204
Author(s):  
Winda Winda ◽  
Firmansyah Kusumayadi
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Hypothesis Testing ◽  
Product Quality ◽  
Purchase Intention ◽  
Quantitative Methods ◽  
T Test ◽  
Primary Data ◽  
P Value

Quality of service is one of the main activities carried out by Kantin Yuank in its efforts to develop and earn a profit. Therefore, this study aims to determine the effect of service quality on visitor buying interest during the Covid 19 pandemic at the Yuank Canteen in Bima City. The research method uses quantitative methods with primary data sources. The sample in this study was 96 respondents using non-probability sampling method with accidental sampling technique. The research was conducted by distributing questionnaires. Data analysis in this study includes: validity and reliability tests, simple linear regression, correlation coefficient, determination coefficient (R2) and hypothesis testing through t test. Hypothesis testing using the t test shows that the independent variable quality of service studied is proven to significantly affect the dependent variable consumer purchase interest with a p value of 0.000 less than 0.05 (0.000 <0.05). The Adjusted R Square is 0.251. This means that 25.1% of buying interest is influenced by service quality and the remaining 74.9% is caused by other factors not included in this study such as product quality, price, place and others. The results showed that service quality influenced purchase intention. Thus, by maintaining and improving product quality and service quality at the Yuank Canteen in Bima City, a positive visitor attitude will be formed which will affect the buying interest of visitors at the Yuank Canteen in Bima City.

scholarly journals THE EFFECT OF PRICE ON THE WATERPARK VISITORS’ SATISFACTION

2019 ◽  
Vol 5 (1) ◽  
pp. 133
Author(s):  
Mariaty Ibrahim ◽  
Musadad Musadad
Keyword(s):  
Service Quality ◽  
Hypothesis Testing ◽  
T Test ◽  
Coefficient Of Determination ◽  
New Approach ◽  
Visitor Satisfaction ◽  
The Past ◽  
Simple Regression

The quality of a good or service is mostly determined by the consumers. Accordingly, satisfying consumers can be attained by providing good quality products which are not only affected by the service quality itself, but also by other factors, including price. Price issues faced by Queen Star Waterpark in Siak Regency of Riau Province in the past three years have decreased the number of visitors and raised visitors’ complaints. This study, therefore, was aimed at finding out the effect of price on visitor satisfaction. The data was collected through conducting interview with the waterpark manager and distributing questionnaires to 100 respondents as the samples chosen randomly through accidental sampling. To analyze the collected data, simple regression was used, while the hypothesis testing was performed through t-test and analysis of the coefficient of determination (R). The analysis results showed that the variable x (price) was proven to significantly affect the variable y (visitor satisfaction). This implies that the waterpark management should take this into consideration and adopt a new approach to pricing.

scholarly journals Evaluation of Service Quality From the Patients’ Viewpoint in the Oncology Setting of a University Hospital in Iran

2020 ◽  
Vol 13 (7) ◽  
Author(s):  
MohamadMehdi Derisi ◽  
Maryam Mohseny ◽  
Hamidreza Mirzaei ◽  
Amir Zamani ◽  
Alireza Mosavi Jarrahi
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Patient Expectations ◽  
T Test ◽  
Influential Factor ◽  
University Hospital ◽  
Quality Of Services ◽  
Healthcare Organizations ◽  
Cross Sectional

Background: Hospitals are one of the most important units in providing healthcare services. The assessment of the quality of provided services is essential in these settings. Patient satisfaction is one of the key indicators of service quality in healthcare organizations. Objectives: This study aimed at investigating the gap between the perceptions and expectations of service recipients in Shohada-e-Tajrish Hospital (Tehran, Iran), using the SERVQUAL model in 2020. Methods: This cross-sectional study was conducted on patients with cancer, who were upon discharge from Shohada-e-Tajrish Hospital. Patients (> 18 years) with a cancer diagnosis, who were being discharged from the oncology ward of the hospital, were included in this study. The sample size was estimated at 118. The required information was collected, using the modified SERVQUAL questionnaire. Statistical analyses were performed in SPSS version 20, using a paired t test and one-sample t-test. Results: The results showed that the quality of the provided services from the patients’ perspective was significantly lower than their expectations. The mean gap between the expectations and perceptions of patients was significantly above zero (P < 0.001). The most influential factor in improving patient satisfaction with the quality of services was assurance, followed by reliability, while the least effective factor was empathy. The correlation coefficient between the general status of provided services from the patients’ point of view and loyalty was 0.740 (P < 0.001). Conclusions: The findings of the present study indicated that patient expectations were higher than their satisfaction. Therefore, hospital authorities should take major steps to improve the quality of services, especially reliability and responsiveness, through proper planning, prioritization of services, and review of processes contributing to patient expectations. The existing gaps can also be addressed by considering the perspectives of patients as the clients of healthcare organizations.

scholarly journals Analisis Service Quality terhadap Kepuasan Pelanggan pada PDAM Kota Surabaya

2018 ◽  
Vol 2 (1) ◽  
pp. 42
Author(s):  
NYOMAN SUDAPET
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Gap Analysis ◽  
Simple Random Sampling ◽  
T Test ◽  
Confidential Interval ◽  
Normality Test ◽  
Quality Dimension ◽  
Regression Test

Objective of this research is to analysis the affect of responsiveness, assurance, tangible, empathy and reliability due to Surabaya PDAM consumer's satisfaction. The sample observed was all of the Surabaya PDAM customers at about 60 respondents, with simple random sampling. Measurement device used to measure service quality is gap analysts, multiple regression, T-test, F-test, determination coefficients, normality test, multicoliniarity test and heterokedastisity test. Based on gap analysis results, the dimension of responsiveness and empathy are having a positive gap, means that the service quality of Surabaya PDAM is already meet the customers satisfaction, but in the insurance, tangible and reliability are having negative gap, means that customers hope due to the service of Surabaya PDAM is higher than service accepted by the customers, from the quality service dimension regression test that is responsiveness, assurance, tangible, empathy, and reliability are having positive significant effect on customer satisfaction of Surabaya PDAM showed that hypothesis with the biggest affection is responsiveness variable, then empathy, tangible, assurance, and reliability, from T-test it was obtained responsiveness variables, empathy with significant number at 1% and assurance, tangible, reliability, are significant at 5%, fount = 19.140 with confidential interval 99% or n= 0,01 by entering service quality variable, this model is fit. Determination coefficient number showed 63,9% customer satisfaction variable variation can be explained by the variable from service quality dimension. Classical assumption test showed that data range is normal and do not showed multicolinearity and heterokedastisity test

scholarly journals TINGKAT KEPUASAN KONSUMEN TERHADAP KUALITAS PRODUK DAN PELAYANAN BALI BAKERY

2019 ◽  
Vol 7 (3) ◽  
pp. 478
Author(s):  
Eka Kadalora ◽  
A.A.P.Agung Suryawan Wiranatha ◽  
Amna Hartiati
Keyword(s):  
Performance Analysis ◽  
Service Quality ◽  
Product Quality ◽  
Consumer Satisfaction ◽  
Quality Of Services ◽  
Analysis Method ◽  
Product Packaging ◽  
And Performance ◽  
Cartesian Diagram

The aim of this study are 1) To find out the attributes that are considered important by consumers in order to achieve the consumer satisfaction of Bali Bakery 2) To determine the level of consumer’s satisfaction on the products and services provided by Bali Bakery 3) To determine the attributes that considered to get priority in Bali Bakery, based on the level of suitability between interests and performance to provide the satisfaction to the consumers. The data of this study was obtained by distributing 187 questionnaires to the consumers of Bali Bakery Hayam Wuruk Denpasar branch. The Importance Performance Analysis method was used to determine the level of consumer satisfaction related to product quality and service quality performed by the company. The results of the study indicate that consumers were satisfied toward the quality of the product and the quality of services provided by the company. The level of consumer satisfaction toward the product quality was 80,34% and toward the service quality was 81.27%. The attributes that need to be prioritized were all of variables in quadrant A, namely affordable product prices, product packaging that was able to keep the product from being damaged to its destination, the availability of adequate parking space, employees of Bali Bakery providing the same service regardless of social status, and the Bali Bakery restaurant established the opening hours in accordance to the needs of consumers. Keywords: Consumer Satisfaction, Importance Performance Analysis, Cartesian Diagram.

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.

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.

THE EFFECT OF COMIC STRIPS ON SECONDARY EFL STUDENTS’ READING COMPREHENSION AND WRITING ABILITY

2018 ◽  
Vol 2 (2) ◽  
pp. 43-57
Author(s):  
M. Ridhwan ◽  
Muhammad Taufik Ihsan ◽  
Naskah Naskah
Keyword(s):  
Reading Comprehension ◽  
Hypothesis Testing ◽  
Null Hypothesis ◽  
Test Group ◽  
T Test ◽  
Comic Strips ◽  
Writing Ability ◽  
Paired Sample ◽  
And Control ◽  
Test Treatment

The purpose of this study was to investigate the significant effect of using comic strips strategy toward students’ reading comprehension and writing ability at MTsN 1 Pekanbaru. A Quasi-Experimental by Non-equivalent Pre-test and Post-test Group was applied as a designed for study. The sample was two classes (VIII 3 and VIII 4) consisting 20 students of treatment class, and 20 students of control class. The data were computed using SPPS 20.0 to analyze Independent sample t-test and Paired sample t-test. The finding of this study revealed that there was a significant effect on students’ reading comprehension by using comic strips strategy, it shown on paired sample t-test; treatment class was 77 and control class was 64.5, the hypothesis testing showed the result of post T-test -7.149, then score of sig.(2-tailed) is 0.000, if we act to null hypothesis (Ho) that is 0.05, it means that the score of sig.(2-tailed) was smaller than score of Ho. The data also revealed that there was a significant effect on students’ writing ability, it shown on paired sample t-test; treatment class was 79.6 and control class was 54.2, the hypothesis testing showed the result of post T-test -21.9, then score of sig.(2-tailed) is 0.000, if we act to null hypothesis (Ho) that is 0.05, it means that the score of sig.(2-tailed) was smaller than score of Ho. Therefore, the null hypothesis was rejected and the alternative hypothesis was accepted. From those data it can be summarized that there is a significant effect of using comic strips strategy on students’ reading comprehension and writing ability.

A GAP ANALYSIS IN SERVICE QUALITY OF THAI LOGISTICS SERVICE PROVIDERS

2013 ◽  
Author(s):  
Chatwadee Tansakul ◽  
◽  
Jirachai Buddhakulsomsiri ◽  
Thananya Wasusri ◽  
Papusson Chaiwat ◽  
...  
Keyword(s):  
Service Quality ◽  
Gap Analysis ◽  
Service Providers ◽  
Logistics Service ◽  
Logistics Service Providers
Sign in / Sign up

Export Citation Format

Share Document