scholarly journals ANALISIS PENGARUH CITRA MEREK DAN KUALITAS LAYANAN TERHADAP KEPUTUSAN PENGGUNA JASA PENGIRIMAN (Study Kasus Pada Pengguna Jasa JNE Express Across Nations Cabang Nganjuk)

2018 ◽  
Vol 1 (1) ◽  
pp. 1
Author(s):  
Altofu Rohman ◽  
Aglis Andhita Hatmawan
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Research Method ◽  
Quantitative Research ◽  
Brand Image ◽  
Research Result ◽  
Sampling Technique ◽  
Significance Level ◽  
Independent Variables

<p>This study aims to determine the effect of brand image and service quality on the decision to use the services of PT JNE in Nganjuk city. The research method used is quantitative research method with descriptive research type. The decision to use services (Y) is a dependent variable, while brand image (X1) and service quality (X2) are independent variables. Sampling technique using Accidental sampling technique is the form of sampling based on coincidence where, anyone who happens to meet with the researcher and considered suitable to be the source of data that will be the sample of this study. From the research result, it can be seen that multiple linear regression equation coefficient value of brand image 2,833 and value of service quality coefficient 5,316 and variable of brand image strategy (X1) have significant influence to decision using JNE (Y) service equal to 56,55% and service quality variable (X2) Significant effect on the decision to use JNE (Y) service equal to 67,77%, meaning that brand image and service quality equally influence to decision using JNE services. In the t test it can be said that if the brand image is increased 1% or one unit, it can improve the decision using JNE services of 53.9%, while if the quality of service increased 1% or one unit, it can increase the decision using services of 47 %. In the F test, the value of F arithmetic is 2.833. Because F arithmetic&gt; F table (2.833&gt; 0.677), it can be concluded that the model used is correct. When viewed from probability, where the probability (0,000) &lt;significance level (0.05), then the equation model Y = a + b1X1 + b2X2 used is acceptable. This shows the effect of independent variables (brand image and service quality) simultaneously significant to delivery decisions, whereby the higher the influence of brand image on the decision to use services and the higher the quality of service, the decision to use services will increase and increase. The brand image is offered in accordance with the quality of services offered so that the decision to use is increasing.</p><p><br /><strong>Keywords:</strong> brand image and service quality, decision using JNE services.</p>

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 PROMOSI DAN KUALITAS PELAYANAN TERHADAP MINAT BERKUNJUNG WISATAWAN DOMESTIK KE MUSEUM SURABAYA

Jurnal IPTA ◽  
2021 ◽  
Vol 9 (1) ◽  
pp. 54
Author(s):  
Syahrul Hidayat ◽  
I Ketut Suwena ◽  
N.G.A.S. Dewi
Keyword(s):  
Quality Of Service ◽  
Linear Regression ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Sampling Technique ◽  
Tourist Attraction ◽  
Independent Variables ◽  
Alternative Tourism ◽  
Regression Test

Surabaya City currently lacks of potential natural tourism, Surabaya needs new alternative tourism to increase tourists to visit Surabaya by making museum tours become a tourist attraction. One of the factors that influencing tourists to visit are the promotion factor and service quality. This research was conducted to find out the influence of promotion and service quality towards interest to visit to museum Surabaya. The promotion aims to provide & attract tourists to visit. The quality of service is needed so that tourists feel comfortable to visit the museum and desire to revisit museum. The accidental sampling technique used by distributing questionnaires to 100 local tourists who visiting the museum . Multiple linear regression was used to measure the effect of independent variables on the dependent variable using SPSS version 24.0. The results of this research showed that the promotion variable (X1) does not partially had a positive and significant effect on tourit interest (Y) with t-count 1,629 < t-table 1,984. Service quality variable (X2) partially had a positive and significant effect with t-count 6,907 > t-table 1,984.Promotion variable (X1),and service quality variable (X2) simultaneously have a positive and significant effect with F-count 35,561 > F-table 3.939. Based on the results of multiple linear regression test, obtained the regression equation is Y = 13,849 + 0,200 X1 + 0,366 X2 + e with the correlation coefficient of 0.650 and the determination coefficient of 0.411 (41,1%).

scholarly journals PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN DALAM MENGGUNAKAN LAYANAN OJEK ONLINE DI KARAWANG

2021 ◽  
Vol 6 (1) ◽  
pp. 19-28
Author(s):  
Lania Muharsih
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Quantitative Research ◽  
Service Providers ◽  
Sampling Technique ◽  
Coefficient Of Determination ◽  
Quantitative Research Methods ◽  
Positive Effect

The progress of this online transportation company certainly depends on the quality of service provided to its customers. Companies engaged in online-based transportation service providers are required to provide good service to their customers in order to satisfy their customers. This study aims to determine the effect of service quality on customer satisfaction in using online taxibike services in Karawang. The research method used is quantitative research methods with non-experimental research design. Sampling in this study was carried out by using a quota sampling technique. The number of samples in this study were 384 respondents. The method of data collection was carried out using service quality instruments with 57 valid items and customer satisfaction instruments with 29 valid items. Based on the Cronbach Alpha formula, the reliability coefficient of the service quality instrument is 0.978 and the customer satisfaction instrument is 0.907, which means that these two scales are very reliable. The results of the data analysis show that there is a positive effect of service quality on customer satisfaction in using online taxibike services in Karawang. This means that the better the quality of service provided by online taxibike service providers in Karawang, the higher customer satisfaction. The results of the calculation of the coefficient of determination show that service quality has a positive effect on customer satisfaction by 1.7%, while the other 98.3% are influenced by other variables not examined in this study. The suggestions for further research are examining other variables that can affect customer satisfaction, such as service quality and price.Keywords: Service quality, customer satisfaction, online taxibike Kemajuan perusahaan transportasi online ini tentunya bergantung pada kualitas pelayanan yang diberikan untuk para pelanggannya. Perusahaan yang bergerak di bidang jasa penyedia transportasi berbasis online dituntut untuk memberikan pelayanan yang baik kepada pelanggannya agar bisa memuaskan pelanggannya. Penelitian ini bertujuan untuk mengetahui pengaruh kualitas pelayanan terhadap kepuasan pelanggan dalam menggunakan layanan ojek online di Karawang. Metode penelitian yang digunakan adalah metode penelitian kuantitatif dengan desain penelitian non-eksperimental. Pengambilan sampel pada penelitian ini dilakukan dengan teknik pengambilan sampel kuota. Adapun jumlah sampel dalam penelitian ini sebanyak 384 responden. Metode pengumpulan data dilakukan dengan menggunakan instrumen kualitas pelayanan sebanyak 57 item sahih dan instrumen kepuasan pelanggan sebanyak 29 item sahih. Berdasarkan rumus Alpha Cronbach diperoleh koefisien reliabilitas instrumen kualitas pelayanan sebesar 0,978 dan instrumen kepuasan pelanggan sebesar 0,907, yang berarti kedua skala ini sangat reliabel. Hasil analisis data menunjukkan bahwa terdapat pengaruh positif kualitas pelayanan terhadap kepuasan pelanggan dalam menggunakan layanan ojek online di Karawang. Artinya semakin baik kualitas pelayanan yang diberikan penyedia jasa layanan ojek online di Karawang maka semakin tinggi kepuasan pelanggan. Hasil perhitungan koefisien determinasi menunjukkan bahwa kualitas pelayanan memberikan pengaruh positif terhadap kepuasan pelanggan sebesar 1,7%, sedangkan 98,3% lainnya dipengaruhi oleh variabel-variabel lain yang tidak diteliti dalam penelitian ini. Adapun saran untuk penelitian selanjutnya yaitu meneliti variabel-variabel lain yang dapat memengaruhi kepuasan pelanggan misalnya kualitas jasa dan harga.Kata Kunci: Kualitas pelayanan, kepuasan pelanggan, ojek online

scholarly journals EFEKTIVITAS PELAYANAN DINAS PENANAMAN MODAL DAN PELAYANAN TERPADU SATU PINTU DALAM MENINGKATKAN INVESTASI DI KABUPATEN PANGKEP

2021 ◽  
Vol 4 (1) ◽  
pp. 41-49
Author(s):  
Ince Ahmad Ismail ◽  
Husain Hamka ◽  
Syamsuddin Maldun
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Quantitative Research ◽  
Descriptive Analysis ◽  
Sampling Technique ◽  
Investment Level ◽  
Independent Variable ◽  
Simultaneous Influence

Penelitian ini bertujuan untuk mengetahui dan menganalisis: 1) pengaruh secara parsial variabel independen (kualitas pelayanan) terhadap variabel dependen (tingkat investasi) di Dinas PMPTSP Kabupaten Pangkep. 2) pengaruh secara simultan variabel independen (kualitas pelayanan) terhadap variabel dependen (tingkat investasi) di Dinas PMPTSP Kabupaten Pangkep. Jenis penelitian yang akan digunakan dalam penelitian ini adalah penelitian kuantitatif dengan tipe studi kasus (Case Study). Populasi dalam penelitian ini sebanyak 55 orang, teknik pengambilan sampel dalam penelitian ini menggunakan Sampling Jenuh, sampel sebanyak 55 orang sebagai responden, teknik  pengumpulan data menggunakan kuesioner dan dukumentasi. Teknik analisis data dalam penelitian ini menggunakan analisis deskriptif dan analisis inferensial. Hasil penelitian menunjukan bahwa pengaruh secara parsial dan simultan variabel independen (kualitas pelayanan) terhadap variabel dependen (tingkat investasi) di Dinas PMPTSP Kabupaten Pangkep terdapat kualitas pelayanan Dinas PMPTSP dalam meningkatkan investasi di Kabupaten Pangkep seperti kejelasan tujuan, kejelasan strategi, proses analisis kebijakan, perencanaan, penyusunan program, sarana dan prasarana, sistem pengawasan, dan sistem pengendalian. This study aims to determine and analyze: 1) the partial effect of the independent variable (service quality) on the dependent variable (investment level) in the PMPTSP Office of Pangkep Regency. 2) the simultaneous influence of the independent variable (service quality) on the dependent variable (investment level) in the PMPTSP Office of Pangkep Regency. The type of research that will be used in this research is quantitative research with case study type. The population in this study was 55 people, the sampling technique in this study used saturated sampling, a sample of 55 people as respondents, data collection techniques used questionnaires and documentation. The data analysis technique in this study used descriptive analysis and inferential analysis. The results showed that the partial and simultaneous influence of the independent variable (quality of service) on the dependent variable (level of investment) in the PMPTSP Office of Pangkep Regency there was the quality of service of the PMPTSP Service in increasing investment in Pangkep Regency such as clarity of objectives, clarity of strategy, policy analysis process, planning, program preparation, facilities and infrastructure, supervision system, and control system.

scholarly journals Strategi Peningkatan Kepatuhan Wajib Pajak kendaraan Bermotor di kantor Samsat Painan

Jurnal Ecogen ◽  
2020 ◽  
Vol 3 (2) ◽  
pp. 344
Author(s):  
Nora Susanti ◽  
Silvia Cania ◽  
Nilmadesri Rosya
Keyword(s):  
Quality Of Service ◽  
Regression Analysis ◽  
Service Quality ◽  
Hypothesis Testing ◽  
Multiple Regression Analysis ◽  
Research Method ◽  
Motor Vehicle ◽  
Sampling Technique ◽  
The One

This research is more towards a strategy in increasing motor vehicle taxpayer compliance in the Pesisir Selatan. Respondents in this study amounted to 75 people who are motor vehicle taxpayers in the Pesisir Selatan Regency and the sampling was done by accidental sampling technique. This research method uses multiple regression analysis and hypothesis testing with a t-test and f test. Compliance with motor vehicle taxpayers in the Pesisir Selatan is influenced by taxpayer awareness and service quality. Partially found that awareness of taxpayers and service quality affects the compliance of motor vehicle taxpayers. And it was found that service quality has the most influence in increasing taxpayer compliance. This means that by increasing the quality of service from the One Roof System office at Painan, it can increase the amount of regional revenue from motorized vehicle ownership.Keywords: compliance of motor vehicle taxpayers, taxpayer awareness, service quality

scholarly journals THE EFFECT OF PRODUCT QUALITY AND SERVICE QUALITY ON CONSUMER SATISFACTION AT ROYA CAFÉ MANTINGAN

2021 ◽  
Vol 9 (1) ◽  
pp. 69
Author(s):  
Hamidah Tussifah ◽  
Nadila Putri Navitsha
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Consumer Satisfaction ◽  
Quantitative Research ◽  
Sampling Technique ◽  
Analysis Techniques ◽  
Linear Regressions

<p><em>Quality assurance becomes the main priority for the company. The quality of the product is closely related to the ability of the product to carry out its functions, with the good quality of the product will make the consumers satisfied and trust. Customer satisfaction is something that needs to be considered by the company. Another factor that can affect customer satisfaction is the quality of service as an effort to fulfill the needs and desires of consumers and the provision of delivery in keeping up with consumer expectations.  This study aims to determine the influence of product quality and service quality partially and simultaneously on customer satisfaction at Roya Café. The research method uses a type of quantitative research. Data collection techniques are carried out by observation. The research instrument uses questionnaires distributed to Roya Café consumers. The sample was taken by 226 respondents, using Non-Probability Sampling technique with Incidental Sampling approach. The analysis techniques in this study used multiple linear regressions. The results showed that partially the quality of the product had a positive and significant effect on customer satisfaction and the quality of service partially influenced positively and significantly to customer satisfaction at Roya Café. </em><em></em></p><p><strong><em><br /></em></strong><strong><em></em></strong></p>

scholarly journals Influence of Promotional Strategies, Brand Image, Quality of Service and Price Against Community Trust

2020 ◽  
Vol 3 (2) ◽  
pp. 268-275
Author(s):  
Jamzuri Jamzuri
Keyword(s):  
Service Quality ◽  
Significant Influence ◽  
Research Method ◽  
Quantitative Research ◽  
Brand Image ◽  
Sampling Technique ◽  
Promotion Strategy ◽  
Average Value ◽  
Community Trust ◽  
Strategy Variables

Community trust in a health institution is fundamental. Trust is a number of specific beliefs about integrity (trustworthy party honesty and ability to keep promises), behevolence (trustworthy attention and motivation to act in accordance with interests that trust them), competency (the ability of trusted parties to carry out trusting needs) and predictability (consistency in the behavior of trusted parties). The purpose of this study is to influence the promotion strategies, brand image, service quality, and price on public trust (Studies in Soepraoen Hospital Malang). The research design used is quantitative research. The research method used is quantitative research method causal research. The sampling technique used proportional sampling with a sample of 100 respondents. Data analysis techniques using multiple linear regression tests. The results showed that the descriptive results of promotion strategy variables showed an overall average value of 4.15 with a percentage of 26% and a good category, descriptive Brand Image variables had an overall average value of 4.05 with a percentage of 41% with good categories, in the descriptive variable Price Performance had a value the overall average of 4.10 in the good category with a percentage of 30%, in the Service Quality variable has a mean overall score of 4.07 in the good category of 36%, and the variable patient trust during treatment has an overall average value of 3.99 in the good category with percentage 68%. Of the 100 respondents studied in the promotion strategy have a significant influence on trust, in brand image has a significant influence on trust, at prices having a significant influence on trust, on service quality has a significant influence on trust, and simultaneously for each each promotion strategy variable, brand image, price, and service quality have a significant influence on trust. The trust variable is more influenced by the service quality variable than the promotion strategy, brand image, and price variable.

scholarly journals Analysis on Management’s Managerial Competence and Its Influence on Pos-PAUD Service Quality

2021 ◽  
Vol 7 (1) ◽  
pp. 47-54
Author(s):  
Sri Wahyuni ◽  
Raden Bambang Sumarsono ◽  
Ellyn Sugeng Desyanty ◽  
Soaib Bin Asimiran
Keyword(s):  
Service Quality ◽  
Quantitative Research ◽  
Hypothesis Test ◽  
Descriptive Analysis ◽  
Research Result ◽  
Sampling Technique ◽  
Significance Level ◽  
Academic Qualification ◽  
Managerial Competence ◽  
Institutional Service

Pos-PAUD is one form of non-formal PAUD unit as the development of Integrated Services Post (Posyandu) activities. Previous researches’ results state that Pos-PAUD service quality is far from what is expected since the village society-built institution has many limitations. Its management’s academic qualification and competence is not required as demanded by the law. This research aims at mapping Pos-PAUD management’s managerial competence and its influence on its institutional service quality. The research was conducted with a correlational quantitative research design. The research population was the Pos-PAUD management in Malang City of about 156 people. The research samples were 65 people determined based on the proportional random sampling technique. The data were collected using a questionnaire technique. The questionnaire validity was tested using Pearson’s Product Moment technique, while questionnaire reliability was tested using Cronbach’s Alpha technique. The data were analyzed using descriptive analysis and regressive analysis techniques using SPPSS 23.00 for windows. The result of descriptive analysis shows that management’s managerial competence and institutional service quality are not maximal yet since there is unmet indicator. The hypothesis test result shows that Fcount is 162.407 (Sig F = 0.000). Ftable at significance level 5% is 3.14. Since Fcount > Ftable (162.407 > 3.14) and Sig F < 5% (0.000 < 0.05) thus Ho is rejected, which means that management’s managerial competence significantly influences Pos-PAUD service quality. This research result may be taken as the base to design Pos-PAUD management’s competence building activity that is currently seldom performed and as the base of development of Pos-PAUD service quality improvement model.

scholarly journals CITRA DESTINASI, KUALITAS PELAYANAN DAN KEARIFAN LOKAL TERHADAP MINAT PENGUNJUNG

2020 ◽  
Vol 15 (1) ◽  
pp. 201-216
Author(s):  
Lustono .
Keyword(s):  
Economic Development ◽  
Quality Of Service ◽  
Service Quality ◽  
Sampling Technique ◽  
Destination Image ◽  
Tourist Attraction ◽  
Collection Method ◽  
Significance Level ◽  
Analysis Technique

Tourism can be used as a leading sector in economic development, Banjarnegara has a unique and attractive natural wealth and potential namely the Dieng plateau. The existence of the Dieng plateau tourist attraction has encouraged the interest of tourists visiting both national and foreign tourists, the interest in annual visits has increased but not in accordance with the targets set by the Banjarnegara district. Improvements are still needed on the factors of fulfilling the needs and desires while traveling, and the comfort provided when traveling along with the improvement of the image of distination, quality of service and local wisdom in increasing visitor interest. This study aims to determine the effect of distortion image, service quality and local wisdom both partially and simultaneously on the interest of visiting tourists in Dieng, Banjarnegara Regency.The nature of this research is quantitative, with research variables are destination image, service quality, local wisdom and tourist visiting interests. The population in this study is the tourist attraction of Dieng Banjarnegara, the number of samples according to the Slovin formula is 97.6 rounded up by 100 respondents. The sampling technique uses accidental sampling. The data collection method uses a questionnaire. The analysis technique used is multiple linear regression with a significance level of 5%.The results of the destination image and service quality partially have a positive and significant effect on the interest of visiting tourists in Dieng, Banjarnegara Regency. Local wisdom partially has a positive and insignificant effect on the interest of visiting tourists in Dieng, Banjarnegara Regency. Destination image, service quality and local wisdom simultaneously influence the interest of visiting tourists. The interest of visiting tourists is influenced by destination image, service quality and local wisdom of 59.2%, there are still 40.8%, other factors not examined in this study

scholarly journals Kepuasan Pasien Rawat Inap Ditinjau dari Kualitas Pelayanan, Harga dan Fasilitas di Lumajang

2019 ◽  
Vol 9 (1) ◽  
pp. 30-42
Author(s):  
Sukma Irdiana
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
Linear Regression ◽  
Service Quality ◽  
Research Method ◽  
Coefficient Of Determination ◽  
Class Iii ◽  
Independent Variables ◽  
Variable Quality

The purpose of this study was to determine the effect of service quality, price and facilities on the satisfaction of class III inpatients, both partially and simultaneously. This research was conducted at Wijaya Kusuma Lumajang Hospital. The research method used in this study is Multiple Linear Regression. The results of this study indicate that partially the variable quality of service has a significant effect on the satisfaction of class III inpatients at Lumajang Wijaya Kusuma Hospital. Whereas for the price variable and facility variable there is no significant effect on the satisfaction of class III inpatients at Lumajang Wijaya Kusuma Hospital. From the results simultaneously, the variables of service quality, price and facilities have no significant effect simultaneously on the satisfaction of class III inpatients at Wijaya Kusuma Lumajang Hospital with a coefficient of determination (adjusted R2) obtained at 0.167. This means that 16.7% of patient satisfaction can be explained by independent variables, namely service quality, price and facilities, while the remaining 83.3% patient satisfaction is influenced by other variables not examined in this study. The limitations of this study are only examining the effect of variable service quality, price and facilities on patient satisfaction, while other variables that influence patient satisfaction are expected to be investigated by future researchers.

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