KUALITAS PELAYANAN PARKIR BERLANGGANAN UNTUK MENINGKATKAN PENDAPATAN RETRIBUSI PARKIR DI DINAS PERHUBUNGAN KABUPATEN TUBAN

Pelayanan publik merupakan pelayanan dasar dalam penyelenggaraan pemerintah yang berorientasi kepada masyarakat. Untuk melaksanakan hal tersebut, Dinas Perhubungan membenahi dirinya supaya target-target yang ditetapkan dapat tepenuhi, salah satunya diterapkan Parkir Berlangganan pada pertengahan tahun 2017 yaitu bulan september. Parkir Berlangganan ini bertujuan untuk meningkatkan Pendapatan Asli Daerah (PAD) dari sektor retribusi parkir sekaligus memberikan kenyamanan pelayanan dalam penggunaan parkir. Namun hingga saat ini masih terdapat beberapa permasalahan pelayanan di lapangan, seperti juru parkir liar, menurunnya kapasitas jalan, protes pemilik bangunan atau usaha sekitar jalan, menyebabkan kemacetan yang signifikan dan masyarakat masih memberikan uang parkir pada juru pakir dinas. Penelitian ini bertujuan mendiskripsikan kualitas pelayanan parkir berlangganan di Dinas Perhubungan Kabupaten Tuban. Jenis penelitian menggunakan deskriptif dengan pendekatan kualitatif. Fokus dalam penelitian ini menggunakan teori dimensi kualitas pelayanan menurut Zeithaml, Berry dan Parasuraman (dalam Nurdin, 2019) yang meliputi: 1) Tangibles (Bukti Langsung); 2) Reliability (Keandalan); 3) Responsiveness (Daya Tanggap); 4) Assurance (Jaminan); dan 5) Emphaty (Empati). Hasil penelitian yang diperoleh menunjukkan bahwa pada fokus pertama tangibles terbukti adanya penampilan petugas berseragam lengkap dan fasilitas penunjang layanan yang lengkap, kedua reliability menunjukkan adanya petugas memperhatikan kerahaman serta diterapkannya JUKIR SITOHA, ketiga responsiveness terbukti dengan profesionalisme kerja yang dilakukan petugas, keempat assurance menunjukkan bahwa pengguna parkir memiliki hak sesuai Perbup 38 Tahun 2017 pasal 16, dan kelima emphaty dibuktikan dengan adanya kepedulian petugas dan tidak ada tindakan diskriminatif pelayanan kepada pengguna parkir. Akan tetapi, pada pelaksanaannya masih terdapat beberapa kendala sehingga Dinas Perhubungan selalu berusaha membenahi pelaksanakan pelayanan Parkir Berlangganan. Kata Kunci: Kualitas Pelayanan, Retribusi, Parkir Berlangganan Public services are essential services in community-oriented government administration. To do this, the Department of Transportation is fixing itself so that the targets set can be met, one of which is the subscription parking in mid-2017, that is in September. Subscription Parking aims to increase local revenue (PAD) from the parking fee sector while providing service convenience in using the parking. However, there are still several service problems in the field, such as illegal parking attendants, decreased road capacity, protests from building owners or businesses around the road, causing significant congestion, and people still giving parking fees to official parking attendants. This study aims to describe the quality of subscription parking services at the Tuban Regency Transportation Service. This type of research uses a descriptive qualitative approach. The focus in this study uses the theory of service quality dimensions according to Zeithaml, Berry and Parasuraman (in Nurdin, 2019) which includes: 1) Tangibles; 2) Reliability); 3) Responsiveness; 4) Assurance; and 5) Empathy. The results of the research obtained indicate that the first focus of tangibles is evident in the appearance of officers in full uniform and complete service support facilities, second, reliability shows that officers pay attention to understanding and the application of JUKIR SITOHA, the third responsiveness is proven by the professionalism of the work performed by the officers, the fourth assurance shows that users parking has rights according to Perbup 38 of 2017 article 16, and the five empathy is proven by the care of officers and there is no discriminatory service to parking users. However, in its implementation there are still several obstacles so that the Transportation Agency is always trying to fix the implementation of Subscription Parking services. Keyword: Service Quality, Retribution, Parking Subscription

SERVICE QUALITY OF PUBLIC AND PRIVATE PHYSIOTHERAPY INSTITUTES: A COMPARATIVE STUDY IN LAHORE

Pakistan Journal of Medicine and Dentistry ◽

10.36283/pjmd8-4/019 ◽

2019 ◽

Author(s):

Roohi Abbas

Keyword(s):

Physical Therapy ◽

Service Quality ◽

Cross Sectional Study ◽

Quality Of Services ◽

Sectional Study ◽

Cross Sectional ◽

Public And Private ◽

Quality Dimensions ◽

Background: Ever since quality of services is gaining importance in every industry as it is the indicator of consumer/customer satisfaction, it is of utmost importance to measure service quality of educational institutes to determine the satisfaction of students. Thus, the study aimed to determine the important factors in service quality dimensions which contribute to the satisfaction of students. Methods: This was a Comparative Cross Sectional study in which final year department of physical therapy (DPT) students were included from three private and three public physiotherapy institutes. Results: The largest mean Positive Gap scores for Public Physiotherapy Institutes was 0.18 for accessibility and affordability 0.18. The largest negative mean gap score for Private Physiotherapy domain was “Accessibility and Affordability” found to be -1.96. Conclusion: Students were satisfied with service quality of private institutes in all domains except for the “Accessibility and Affordability” whereas, in Public Institutes largest negative quality gaps were found in “Empathy” and “Assurance”.

Analisis Kepuasan Konsumen Dalam Menggunakan Jasa Pengiriman Paket Pos Optima Pada PT. Pos Indonesia (persero) Cabang Pontianak

JURNAL MANAJEMEN MOTIVASI ◽

10.29406/jmm.v9i3.212 ◽

2013 ◽

Vol 9 (3) ◽

pp. 293

Author(s):

Syarifah Arini

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Average Rate ◽

Survey Methods ◽

Quality Of Services ◽

Physical Evidence ◽

Quality Dimensions ◽

High Level

Research to analyze customer satisfaction at optimal postal parcel delivery service at PT Pos Indonesia (Persero) Branch Pontianak. Dimension-imensi examined are reliability, responsiveness, assurance, empathy, and tangibles. This study used survey methods, data collection techniques, namely: observation, interviews, questionnaires, and documentation study. Samples used as many as 100 people by using purposive sampling. analysis using Cartesian diagram. The results of this study indicate that the majority of respondents were satisfied with the service of PT Pos Indonesia (Persero) Branch Pontianak with an average satisfaction level of 3.91 and the value of the average rate of interest of 4.34 dimension of service quality the most satisfied customers is assurance dimension and physical evidence, where the majority of respondents' votes are in quadrant B, which means that the interest and customer satisfaction are at a high level and in accordance with the wishes of the consumer. Dimensional quality of services that they are in quadrant A, which means the consumer is not satisfied then it should be further enhanced by the company. While the dimensions of the quality of services that are in quadrant C and D in which the interests of consumers are at a low level is considered normal practice even though consumers are satisfied because it is not very important.Keywords: Satisfaction, Service Quality Dimensions Services

Service Quality of E-Commerce for Global Consumers

Proliferation of the Internet Economy ◽

10.4018/978-1-60566-412-5.ch003 ◽

2010 ◽

pp. 40-64

Author(s):

Mahmud Akhter Shareef ◽

Yogesh K. Dwivedi ◽

Michael D. Williams ◽

Nitish Singh

Keyword(s):

Service Quality ◽

Cultural Diversity ◽

Close Relation ◽

Competitive Market ◽

General Idea ◽

Positive Perception ◽

Quality Dimensions ◽

And Performance

Customers’ perception and expectation of service quality dimensions for any field, whereas it is traditional commerce or EC, has a close relation with adoption of that system, and is significantly depend on cultural diversity of the customers. Service quality of a business, in the present competitive market, plays a very sensitive role in positive perception of that business and thus acceptance, use, and adoption. Since EC is inherently global, global consumers’ perception of service quality, grounded on cultural and social diversity, is a potential criterion to be addressed and analyzed. This chapter of the book is designed to conceptualize some general idea about expectation and performance of different service quality attributes for B2C EC as revealed by different researchers.

Airline Service Quality Dimensions and Customer Loyalty: Empirical Evidence from Air Passengers’ in Lagos State

Czech Journal of Tourism ◽

10.1515/cjot-2016-0009 ◽

2016 ◽

Vol 5 (2) ◽

pp. 155-171

Author(s):

Oghojafor Ben Akpoyomare ◽

Ladipo Patrick Kunle Adeosun ◽

Rahim Ajao Ganiyu

Keyword(s):

Service Quality ◽

Customer Loyalty ◽

Pearson Correlation ◽

Sampling Technique ◽

Significant Difference ◽

Lagos State ◽

Flight Frequency ◽

Quality Dimensions ◽

Abstract Air travellers are increasingly becoming more demanding in terms of their expectations of the quality of service offered by airline carriers. Hence, operators must improve service delivery to retain their loyalty. This study investigates the relationship between airline service quality dimensions and customer loyalty among air passengers in Lagos state. Causal research design was adopted to examine the aforementioned relationship. Convenience sampling technique was used to survey 600 air travellers. Data collected from the respondents were analysed by using Pearson correlation analysis and Anova. The findings reveal that the service quality and its dimensions are positive and significantly related to each other, overall service quality and customer loyalty. The results of the study indicate no significant difference between customers’ travelling for different motives in their perception of the quality of services. It was also discovered that flight frequency was insignificantly connected to customer loyalty. In line with the above findings, the study concludes that the airline service quality improvement initiatives should begin with recognition of customers’ needs. Correspondingly, airline operators should cultivate strategies to fulfil their service promise along the service quality dimensions, most important to air travellers to enhance customer loyalty.

An assessment of service quality and resulting customer satisfaction in Pakistan International Airlines

International Journal of Quality & Reliability Management ◽

10.1108/ijqrm-07-2013-0110 ◽

2015 ◽

Vol 32 (5) ◽

pp. 486-502 ◽

Cited By ~ 36

Author(s):

Faizan Ali ◽

Bidit Lal Dey ◽

Raffaele Filieri

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Structural Equation ◽

Convenience Sample ◽

Content Type ◽

Quality Dimensions ◽

International Airlines

Purpose – The purpose of this paper is to assess foreigners and overseas Pakistanis’ evaluation of the quality of the services provided by Pakistan International Airlines (PIA) and its effect on customer satisfaction. Design/methodology/approach – A convenience sample of 498 respondents was used to test the hypotheses of the study through structural equation modelling. Findings – The results of this study indicate that all of the hypotheses are supported and customer satisfaction of PIA customers is influenced by all of the five service quality dimensions (AIRQUAL), including airline tangibles, terminal tangibles, personnel, empathy, and image. Research limitations/implications – This research examines the relationship between service quality dimensions and customer satisfaction. The study focuses on the evaluation of overseas Pakistanis and foreigners regarding the service quality of PIA. The main limitation of this study is that it focuses on PIA: thus, the results cannot be generalised. Practical implications – The results indicate that managers should focus on different dimensions of airline service quality in order to enhance customer satisfaction. Originality/value – This study would enable PIA to have a better understanding of the effects of service quality, which will lead to passengers’ satisfaction and encourage the development of long-term relationships with their customers.

Service Quality Dimensions as Correlates of Customer Satisfaction and Behavioral Intentions: The Case of Fast Food Restaurants in Subang Jaya, Selangor, Malaysia

Asian Journal of Economics Business and Accounting ◽

10.9734/ajeba/2019/v11i130117 ◽

2019 ◽

pp. 1-10

Author(s):

Gudelia C. Saporna ◽

Ryan A. Claveria

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Fast Food ◽

Food Prices ◽

Correlational Research ◽

Fast Food Restaurants ◽

Quality Dimensions ◽

Quality Of Food

Service quality is the key to a successful restaurant. When customers are satisfied with the services offered, the likelihood of customers returning to the restaurant is high. The quality of food, prices and the service itself seem to be the salient factors for customers to dine in. Thus, identifying which factor in the service quality dimensions is most important for the customer is primarily the focus of this paper. In this study, the researchers made use of descriptive correlational research design utilising 250 local and 250 international students in Malaysia as subjects. Convenience sampling was used in the selection of respondents. The study shows that customers have satisfactory perceptions on the prices and quality of food served by fast food restaurants in Malaysia. Further, results indicate that cleanliness is the most important predictor of customer satisfaction. It was found out also that ambience and food greatly influenced the behavioural intentions of the respondents. Lastly, the study shows also that no significant differences were seen in the customers' perceptions and satisfaction on the service quality.

ANALISIS PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN KONSUMEN PADA RUMAH MAKAN KOBER MIE SETAN DI SURABAYA

JEM17: Jurnal Ekonomi Manajemen ◽

10.30996/jem17.v1i1.667 ◽

2016 ◽

Vol 1 (1) ◽

Author(s):

Achmad Effendy ◽

Annisa Putriyana

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Consumer Satisfaction ◽

Research Result ◽

Multiple Linear Regression Model ◽

Multiple Correlation Coefficient ◽

Quality Dimensions ◽

The problems of this study are partial and simultaneous Is factors of service quality dimensions that include tangibles, reliability, responsiveness, assurance and empathy have a significant influence on consumer satisfaction at Kober Noodle Eating Satan in Surabaya? And which variables are the most dominant influence on consumer satisfaction at Kober Noodle Eating Satan in Surabaya? Based on the research results, obtained the following regression equation: Y = 4.170 + 0.249 + 0.008 X1 + 0.346 X2 + 0,115 X3 X5 + X4 + 0.123 EThe results showed that there was a significant effect of the variable quality of services that include tangibles, reliability, responsiveness, assurance, and empathy towards customer satisfaction, it is proved by the test value F where significant value of 0.000. The research result t test showed there are three variables were not significant and the other two significant. Of the acquisition value equation of multiple linear regression model all variables showed a positive coefficient that shows the influence of service quality to customer satisfaction. Keofisien of determination of 0.377, which means that 37.7% variable tangibles, reliability, responsiveness, assurance, and empathy affect customer satisfaction, while 62.3% is influenced by other variables not studied like promotions and product quality. Based on the results of the Multiple Correlation Coefficient unknown value R of 0.614, indicating that the proportion of the relationship between tangibles, reliability, responsiveness, assurance, and empathy to customer satisfaction is very strong and positive at 61.4% and the remaining 38.6% influenced by unobserved variables the results showed that the variable responsiveness is the dominant variable with a beta value of 0.344.Keywords: tangible, reliability, responsiveness, assurance, empathy, customer satisfaction.

Pengaruh Faktor-faktor Kualitas Jasa terhadap Kepuasan Nasabah di Baitul Mal Wat Tamwil (BMT) Tekun Karanggede Boyolali

MUQTASID Jurnal Ekonomi dan Perbankan Syariah ◽

10.18326/muqtasid.v2i1.73-89 ◽

2011 ◽

Vol 2 (1) ◽

pp. 73 ◽

Cited By ~ 1

Author(s):

Muhammad Tho’in

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Service Reliability ◽

Significance Level ◽

Customer Complaints ◽

Service Guarantees ◽

Quality Dimensions ◽

Dominant Influence

This study aims to determine (1) Is there a significant effect of service quality that consists of tangible, reliability, responsiveness, assurance, and empathy towards customer satisfaction.2 ) Factors of service quality dimensions of the most dominant. The results showed that: (1) There is a significant influence of the quality of service which consists of tangible, reliability, responsiveness, assurance, and empathy towards customer satisfaction. This is evident from the results of regression analysis is to obtain the value Fhitung > Ftabel (30,744 > 2,45) on a significance level of 5%. That is giving evidence on service, reliability personnel in providing service, accuracy in the grasp of officers respond to complaints of customers, providing service guarantees, and giving attention to customer complaints led to customer attention and loyalty to the company, (2) Reliability dimension is the dimension that gives the dominant influence on customer satisfaction. It can be seen from the calculated value of t-hitung reliability dimension (4,004) is higher than other dimensions t-hitung tangibles (3,106), responsiveness (3,779), assurance (2 ,614), and emphaty (3,188). This means that if the reliability in providing services cause customers to feel satisfied.

Service Quality and Customer Satisfaction: The Case of Star Cruise Libra, Penang.

The Journal of Social Sciences Research ◽

10.32861/jssr.spi5.576.586 ◽

2018 ◽

pp. 576-586

Author(s):

Albattat Ahmad ◽

Al-Laymoun Mohammad ◽

Alsardia Khaled ◽

Mohd Shukri Ab Yajid ◽

Abdol Ali Khatibi

Keyword(s):

Quality Of Service ◽

Customer Satisfaction ◽

Service Quality ◽

Tourism Industry ◽

Customer Base ◽

Quality Dimensions ◽

Asian Pacific ◽

Potential Customers

Quality of service is a major competitive advantage within the tourism industry and cruise liners are no exception. In recent years, the Asian-Pacific company Star Cruises has striven to strengthen and retain the loyalty of its customer base in an increasingly challenging market. This study aims to look at the interface between Star Cruises’ service quality dimensions and customer satisfaction level by analyzing data on one of its ships, the Super Star Libra, with its homeport in Penang, Malaysia. An adapted version of the SERVQUAL model was used by the researchers to evaluate the quality of service and customer satisfaction aboard the Libra, as was a questionnaire, whose instruments were developed from past studies. 102 questionnaires were given out to and collected from passengers who had ridden aboard the Super Star Libra. Results indicated that service quality dimensions such as tangibility, responsiveness, reliability, assurance, and empathy had a significant bearing on customer satisfaction. The latter also helped determine which cruise customers would prefer to spend their vacations on in the future. The outcome of this research provides useful guidelines for cruises that intend to capitalize on the quality of their service to both maintain the satisfaction of their existing customers and attract more potential customers going forward.

PENGARUH KUALITAS LAYANAN TERHADAP LOYALITAS PELANGGAN DENGAN KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING PADA JASA TRANSPORTASI OJEK ONLINE (Studi Kasus Pada Konsumen Gojek Malang)

Adbis: Jurnal Administrasi dan Bisnis ◽

10.33795/j-adbis.v12i1.41 ◽

2018 ◽

Vol 12 (1) ◽

pp. 54

Author(s):

Dwi Danesty Deccasari

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

Sampling Method ◽

Sampling Technique ◽

Five Dimensions ◽

Transportation Service ◽

Quality Dimensions ◽

Improve Service Quality

The purpose of this research is to analyze the extent of Customer Satisfaction variables are able to improve Service Quality significantly to Customer Loyalty to consumers in Malang. The population in this study are customers who have used online transportation service Gojek in Malang. The sampling technique used in the research is using non probabilitysampling method with sampling method that used is accidental sampling. From the result of path analysis in the above table, it can be concluded that the influence of the service quality on customer satisfaction (Y1) of 79.5%. This means that from the five dimensions of service quality, dimensions that further affect customer satisfaction is the dimension of reliability, responsiveness, and empathy.Based on the result of determination test (R²) = 0,722 known that variable of service quality and customer satisfaction variable able to contribute 72.2% to customer loyalty.