scholarly journals PENGARUH KUALITAS SERVICE TERHADAP KEPUASAN, KEPERCAYAAN, DAN KECENDERUNGAN BERPERILAKU MAHASISWA PADA PERGURUAN TINGGI DI JAKARTA

2014 ◽  
Vol 7 (1) ◽  
pp. 129
Author(s):  
Primasatria Edastama
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Structural Equation Model ◽  
Structural Equation ◽  
Equation Model ◽  
Improve Quality ◽  
Quality Service ◽  
Good Service ◽  
Behavior Intention

<span><em>Development and growth of universities in Jakarta encourage each university to achieve the best </em><span><em>quality to get more students. This action need certain steps particularly by improve quality service. </em><span><em>In this research will analyze the effect of service quality to students’ behavior intention, so university </em><span><em>able to see the effect of quality service. The method in this study was Structural Equation Model</em><br /><span><em>(SEM), as subject research is students, and the data used primer data that collected by </em><span><em>questionnaire. The result of this study showed a good service has effect to trust of behavior intention. </em><span><em>However, this research also found the effect of satisfaction to trust is significant although it is weak </em><span><em>effect, this also occur to the quality of service to trust and service quality. For the effect of quality </em><span><em>service to behavior intention in this research showed strong effect. By the result of this research, it </em><span><em>is hope that university able to manage the quality service better and more focus to student as </em><span><em>customer because of tendency of their behavior.</em><br /><strong><em>Keywords</em><em>: service quality, trust, behavior intention</em></strong></span></span></span></span></span></span></span></span></span><br /></span></span>

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 Model Kepercayaan Mahasiswa

2019 ◽  
Vol 2 (2) ◽  
pp. 117
Author(s):  
Mohamad Afan Suyanto ◽  
Sasmita R. Setiawan
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Structural Equation Model ◽  
Structural Equation ◽  
Equation Model ◽  
Institutional Image ◽  
Analysis Technique ◽  
Student Trust ◽  
Analyze Data

ABSTRAK Tujuan dari penelitian ini adalah : 1) untuk menganalisis pengaruh kualitas pelayanan terhadap citra institusi pada Universitas Gorontalo, 2) untuk menganalisis pengaruh kualitas pelayanan terhadap kepercayaan mahasiswa pada Universitas Gorontalo, 3) untuk menganalisis pengaruh citra institusi terhadap kepercayaan mahasiswa pada Universitas Gorontalo dan 4) untuk menganalisis pengaruh kualitas pelayanan terhadap kepercayaan mahasiswa melalui citra institusi pada Universitas Gorontalo.Pengumpulan data dilakukan dengan metode observasi, wawancara dan kuisioner. Data yang terkumpul diolah dengan menggunakan alat analisis deskriptif dan kuantitatif. Teknik analisa yang dipergunakan untuk menganalisis data adalah analisis SEM (Structural Equation Model).Hasil penelitian menunjukan bahwa : 1) Terdapat pengaruh positif dan signifikan kualitas pelayanan terhadap citra institusi, 2) Terdapat pengaruh positif dan signifikan kualitas pelayanan terhadap kepercayaan mahasiswa, 3) Terdapat pengaruh positif dan signifikan citra institusi terhadap kepercayaan mahasiswa dan 4) Terdapat pengaruh positif dan signifikan kualitas pelayanan terhadap kepercayaan mahasiswa melalui citra institusi sebagai variable antara Kata kunci: Kualitas Pelayanan, Citra Institusi, Kepercayaan Mahasiswa  ABSTRACT The purpose of this research : 1) to analyze the effect of service quality on institutional image at Gorontalo University, 2) to analyze the effect of service quality on student trust at Gorontalo University, 3) to analyze the effect of institutional image on student trust at Gorontalo University and 4) to analyze the effect of service quality on student trust through the image of the institution at Gorontalo University.Data collection is done by the method of observation, interviews and questionnaires. The collected data is processed using descriptive and quantitative analysis tools. The analysis technique used to analyze data is SEM (Structural Equation Model) analysis.The results showed that: 1) There was a positive and significant influence on the quality of service on the image of the institution, 2) There was a positive and significant effect on the quality of service on student trust, 3) There was a positive and significant effect on the image of the institution on student trust and 4) There was a positive and significant quality of service to student trust through the image of the institution as an intermediate variablekeyword: Service Quality, Institusional Image, Student Trust 

A structural equation model of effective variables on service quality in capital industrial goods sector

2014 ◽  
Vol 6 (1) ◽  
pp. 30-42 ◽  
Author(s):  
Seyed Hamid Reza Ghasemian ◽  
Naser Azad ◽  
Hamid Seyedaliakbar
Keyword(s):  
Service Quality ◽  
Structural Equation Model ◽  
Structural Equation ◽  
Simple Random Sampling ◽  
Equation Model ◽  
Quality Model ◽  
Content Type ◽  
Perceived Service Quality ◽  
Customer Perception

Purpose – The purpose of this research is analyzing the service quality in capital industrial goods sector by developing a model and new view. So the authors studied several models and articles for exploring the effective variables on service quality and tested them in Aras Haitian Machinery Company that is one of the biggest manufacturers of plastic machinery in Iran and China. Design/methodology/approach – The statistics population included all customers of Aras Haitian Company in 2012 that were scattered in whole Iran and all of them are manufacturers of industrial goods. And finally 102 customers chose by using simple random sampling method. The way of SPSS statistical analysis software was used for exploratory factor analysis and LISREL software for structural equation model (SEM). Findings – Results indicated that there were three new factors (customer perception, customer relation and specialized competencies) that affected on perceived service quality of customers in capital industrial goods sector. The findings showed that these three factors were measured by ten subdimensions through a SEM. Originality/value – This study is the first to explore the effective variables on perceived service quality in capital industrial goods sector with viewpoint of service dominant logic in Iran andalso proposed the first SEM under the rubric of industrial service quality model in this section.

scholarly journals Pengaruh Kualitas Pelayanan, Kepuasan, Trust, Brand Equity, Hospital Image dan Komitmen terhadap Loyalitas Pasien Umum

2021 ◽  
Vol 3 (2) ◽  
Author(s):  
Yolanda Anastasia Sihombing
Keyword(s):  
Structural Equation Model ◽  
Brand Equity ◽  
Structural Equation ◽  
Services Quality ◽  
Equation Model ◽  
Quality Of Services ◽  
Good Service ◽  
Cross Sectional ◽  
Influence Variable

The competition of bussines in hospital  nowdays has been entering an era of high competition. Where all the hospital  are trying to compete in maintaining the costumer they had. These experiment is intend to analyze the impression of good service, satisfactory, trust, commitment, brand equity, hospital  image toward the outpatient. The method of research that used is quantitative with the design of cross-sectional. The analyze method(SEM) with smart PLS 2.0 an SPSS 18. The result of hipotesis resting using Structural Equation Model SEM is the loyality of outpatient in RS kesdam Cijantung is affected by the quality of services (23.19%) satisfactory(18.27%) trust(11.08%) commitment (6.28%) brand equaty (15.58%) and hospital  image (9.35%) this is a direct influences (83.86%) while the indirect influence is (0.87%). The result of this analyze model explained (71.95%) of vary data and able to review fenomena that used in research, in contrary (28.05%) is explained as difficult component in this experiment. In conclusion toward this  research that the services quality is the most influence variable that effect patient loyality.

scholarly journals PENGARUH PRODUCT QUALITY, SERVICE QUALITY, IMAGE TERHADAP LOYALTY MELALUI SATISFACTION PADA RESTORAN SUNDA DI JAKARTA

2014 ◽  
Vol 7 (1) ◽  
pp. 177
Author(s):  
Dessy Pirbadi
Keyword(s):  
Service Quality ◽  
Product Quality ◽  
Key Words ◽  
Structural Equation Model ◽  
Structural Equation ◽  
Equation Model ◽  
Quality Service ◽  
Quality Image ◽  
Convenience Sampling ◽  
The Impact

<p><span><em>Number of Sunda Restaurant’s consumer in the year of 2009 and 2012 are decreasing although the </em><span><em>number of restaurant is increasing. This research test the impact of Product quality, Service quality, </em><span><em>and Image through Satisfaction into consumer’s Loyalty by using Convenience Sampling with 200 </em><span><em>respondents who have visited and eat in Sunda Restaurant in Jakarta at least twice in the last six</em><br /><span><em>months. Tool used to analyze the data is Structural Equation Model (SEM) through AMOS software </em><span><em>ver. 18.00. Result shows that Product quality, Service quality, Image, and Satisfaction have positive </em><span><em>impact to Loyalty.</em></span></span></span></span></span></span></span></p><p><span><span><span><span><span><span><span><em></em><br /><strong><em>Key words: </em><em>Product quality, Service quality, Image, Satisfaction, Loyalty</em></strong></span></span></span></span></span><br /></span></span></p>

Customer Loyalty Creation Based On Customer and Trust Satisfaction from Quality of Service in Pt. Pharos Indonesia Branch Denpasar

2018 ◽  
Vol 9 (02) ◽  
pp. 20493-20502
Author(s):  
Ni Ketut Trisna Utami ◽  
I Wayan Sujana ◽  
I Nengah Suardhika
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Equation Model ◽  
Partial Least Square ◽  
Least Square ◽  
Quality Of Services

This study aims to test and analyze service quality, customer satisfaction, trust and customer loyalty. This research was conducted at PT. Pharos Indonesia Denpasar Branch with research population is outlet that make purchasing, sample used 100 units with purposive sampling method. All data obtained from questionnaires are suitable for use, then analyzed using structural equation model based on variance analysis known as Partial Least Square (PLS). The results showed that the better the quality of service provided to customers, it will have a better impact on improving customer satisfaction, the better the quality of services provided to customers, it will have an impact on increasing trust customers, the more satisfied customers will have an impact on the increase of customer loyalty, the higher the trust the customer will have an impact on increasing customer loyalty, the more satisfied customers will have an impact on increasing trust customers and the better quality of services provided to customers will have an impact on increased customer loyalty. The implication of this research is that service quality can be improved by considering reliability, customer satisfaction can be improved by paying attention to customer satisfaction to the whole product. Trust can be improved by taking into account competence and customer loyalty can be improved by paying attention to make purchases regularly.  

scholarly journals PENGARUH 4P DAN KUALITAS LAYANAN TERHADAP KINERJA PEMASARAN MELALUI MOTIVASI MEMBELI - AGEN PERUSAHAAN PT. ERATAMA PUTRA MANDIRI BANYUWANGI

2020 ◽  
Vol 3 (2) ◽  
pp. 106
Author(s):  
Ice Ratna Kumala
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Structural Equation ◽  
Marketing Mix ◽  
Equation Model ◽  
Indicator Variable ◽  
Latent Constructs ◽  
Relationship Of ◽  
The Relationship

AbstrakPenelitian ini bertujuan untuk menganalisa pengaruh 4P dan kuualitas layanan terhadap kinerja melalui motivasi membei Agen Perusahaan terhadap kinerja PT. Eratama Putra Mandiri Banyuwangi. Analisis data menggunakan SEM Structural Sqution Model) Dan program PLS GSCA. Populasi  penelitian ini berjumlah 130 Agen dan sampel yang diambil 60 Age dengan metode  Convenience sampling. Hasil penelitiian menunjukkan bahwa : Dari persamaan struktural dapat diketahui hubungan konstruk laten eksogen terhadap konstruk laten endogen. terlihat bahwa variabel Kinerja (Y)lebih dominan dipengaruhi oleh variabel latent Motivation (X3) yaitu dengan nilai pengaruh tertinggi sebesar 0,587adalah 58.7 %. Sedangkan Motivation (X3) ternyata lebih dominan dipengaruhi oleh variabel Service Quality (X2), dimana indikator (variabel manifest) yang paling baik dalam membentuk variabel Service Quality (X2) adalah X2.5 (Empaty) dengan loading faktor tertinggi sebesar 0,893adalah 89,3 % . Dengan demikian apabila pihak manajemen ingin meninggikan nilai variabel Service Quality (X2) maka rekomendasi secara statistik mengenai indikator perlu diprioritaskan untuk diperbaiki adalah indikator X2.5 (Empaty)Kata Kunci: Kualitas Layanan, Motivasi membeli, Kinerja Pemasaran AbstractThis study aims to analyze the influence of 4P and the quality of service to performance through buying motivation Agent Company to the performance of PT. Eratama Putra Mandiri Banyuwangi. Data analysis using SEM Structural Equation  Model) and GSCA PLS program The population of this study amounted to 130 Agents and samples taken 60 Agen by the method. Marketing Mix Analysis and quality of service to  motivation to buy Consument to buy Fish Products in PT Eratama Putra Mandiri. Continuity of a company can be influenced by the marketing strategy and quality of service performed by the company given to influence the motivation of consumers to buy. This study aims to determine the effect of 4P marketing and service quality that has been done by the company PT. Eratama Putra Mandiri in affecting Motivation buy products by customers to buy Seafood Product. The results showed that: Equations we can know the relationship of exogenous latent constructs to endogenous latent constructs. it can be seen that performance variable (Y) is more dominant influenced by latent motivation variable (X3) that is with highest value of influence equal to 0,587 is 58,7 %. While Motivation (X3) is more dominantly influenced by Service Quality (X2) variable, where the best indicator (variable manifest) in establishing Service Quality (X2) variable is X2.5 (Empathy) with loading factor highest is 0.893 is 89%. Thus if the management wants to raise the value of Service Quality (X2) variable then the statistical recommendation of the indicators should be prioritized for improvement is the indicator X2.5 (Empathy)Keywords: Marketing Mix 4P, Service Quality, Buying Motivation

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