scholarly journals Pengaruh Penerapan Adopsi Model Citizen’s Charter Terhadap Profesionalisme Kerja Aparat dan Kualitas Pelayanan Publik

2017 ◽  
Vol 7 (2) ◽  
pp. 69
Author(s):  
Ismatul Mardiyah ◽  
M. Daimul Abror
Keyword(s):  
Service Quality ◽  
Public Service ◽  
Research Method ◽  
Linear Regression Analysis ◽  
Professional Community ◽  
Quality Of Services ◽  
Simple Linear Regression ◽  
Adoption Model ◽  
Positive Results

This study aims to analyze the influence of Citizen's Charter  on the professionalism of the Workers Apparatus and the Quality of Public Service in Purwosari Sub-District, Pasuruan Regency. The research method used is quantitative with the entire population of Purwosari Subdistrict Apparatus which amounted to 22 respondents. While the data analysis used is simple linear regression analysis using SPSS program. The result of the research shows that calculation value for the influence of adoption of citizen's charter model to work professionalism is obtained t value> t table (4.583> 1.72) with significance value = 0.000 <0.05, so Ho is rejected. So it can be seen that adoption adoption model citizen's charter has a significant influence on professionalism of work, so that each indicator obtained positive results. The indicators to measure the professionalism of work which includes the value of efficiency is Demand or demand independence. As for the value of effectiveness consists of Dedication, Social Obligations, professional Regulation alone, and Affiliate professional community. While the result of calculation of influence adoption adoption model citizen's charter  to public service quality also get t value bigger than t table that is equal to 6.000 with value signifikansi = 0.000 <0.05, so Ho rejected. So the adoption of citizen's charter model in Purwosari sub-district also significantly influences the quality of public service, so that every service quality indicator gets positive result. The indicators to measure the quality of services that include the value of efficiency is the speed and ease. As for the value of effectiveness consists of accuracy and fairness. 

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 ANALISIS KUALITAS PELAYANAN PUBLIK BADAN PERPUSTAKAAN DAN ARSIP DAERAH PROVINSI RIAU

2014 ◽  
Vol 5 (2) ◽  
Author(s):  
Yuhelmi Yuhelmi ◽  
Nining Sudiar ◽  
Rismayeti Rismayeti
Keyword(s):  
Service Quality ◽  
Qualitative Methods ◽  
Public Service ◽  
Quality Of Services ◽  
Library Services ◽  
Main Function ◽  
Future State ◽  
The People ◽  
New Strategies

This study aims to analyze How Public Service Board of Library and RegionalArchives Riau Province, hereinafter referred to as (BPAD) Riau Province. This isdone to look at the quality and how much success BPAD Riau Province in performingits main function for the people who need the information in the Library, PublicServices how and what has or has not been done by the libraries in improving servicequality perceptions positively or negatively to quality of public services provided bythe Library Visitors Riau BPAD can be used as input for later followed up todetermine new strategies for improving the quality of services that aim to improve ordefend it.Methods used are qualitative methods and data collected by focuss groupdiscussion (FGD) and inferred based on five aspects of service quality therespondents were library patrons who use library services in BPAD as many as 14people consisting of 2 librarians, lecturers 3, 4 general (civil servants and private), 3students of, and 2 students, by using the technique of purposive sampling. Based FGDresults showed that for BPAD reliability aspects are at a good level, for aspects ofresponsiveness and confidence is at a level sufficient to aspects while empathy is at alevel less so for this aspect needs to be improved towards a better, while for theintangible aspects of BPAD services are at a satisfactory level and this needs to bemaintained in order to remain on the future state of the user satisfactory.

scholarly journals Pengaruh Harga dan Kualitas Pelayanan terhadap Keputusan Nasabah Menggunakan Produk Pembiayaan Pensiun pada Bank Syariah Mandiri Kantor Cabang Padang Ulak Karang

JURNAL PUNDI ◽  
2020 ◽  
Vol 4 (1) ◽  
Author(s):  
Febsri Susanti ◽  
Amalia Martha
Keyword(s):  
Regression Analysis ◽  
Service Quality ◽  
Research Method ◽  
Quality Of Services ◽  
Financial Products ◽  
Branch Office

The purpose of this study was to study and analyze the price and quality of services to spending decisions using financial products at Bank Syariah Mandiri, Padang Ulak Karang Branch Office.The research method used is descriptive quantitative. Based on the regression analysis, multiple linear price variables and service quality towards spending decisions using award financing products at PT. Bank Syariah Mandiri Branch Office of Padang Ulak Karang obtained Y = 16,284 + 0.472X1-0192 X2 + 0.229 X3-0.709 X4-0.161 X5 + 0.683 X6 + e.The results of this study only determine the price and empathy that is positive and significant to real decisions, reliability, responsiveness, guarantees are negatively related and not significant to decision making.Keywords: price, service quality and expenditure decisions.

scholarly journals Pengaruh Kompetensi Pegawai terhadap Kualitas Pelayanan Administrasi Terpadu Kecamatan (Paten) di Kecamatan Kuranji Kota Padang

2018 ◽  
Vol 1 (2) ◽  
pp. 98
Author(s):  
Najmi Rahmadhani
Keyword(s):  
Quality Of Service ◽  
Regression Analysis ◽  
Data Analysis ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Quality Of Services ◽  
Simple Linear Regression ◽  
The Public ◽  
Total Influence

This study was motivated by various problems of dissatisfaction felt by the society to the less qualified service from employees in the public sector. This study aims to determine whether the competence of employees influence the quality of services in the District Integrated Administration Services (PATEN) in Kuranji Subdistrict, Padang City. This is a quantitative study. The population in this study consisted of 96,098 people with the sample of 398 respondents. The sampling technique used in this study was proportional sampling technique. The data of this study were analyzed with simple linear regression analysis. The result of data analysis showed that the competence of employees had a positive and significant influence on the quality of PATENT service in Kuranji Subdistrict, Padang City with total influence of 53.7%. This showed that the higher the competence of the employees would be the higher the quality of service PATENT in the Kuranji Subdistrict.

scholarly journals ANALISIS KUALITAS PELAYANAN PUBLIK DENGAN METODE SERVQUAL (SERVICE QUALITY) (Studi Kasus pada Kantor Kelurahan Tembong Kota Serang)

2019 ◽  
Vol 5 (2) ◽  
Author(s):  
Aria Cendana Kusuma ◽  
Suflani Suflani
Keyword(s):  
Service Quality ◽  
Public Service ◽  
Quantitative Data ◽  
Research Method ◽  
Public Services ◽  
Support Service ◽  
Service Activities ◽  
Professional Employees

AbstrakTujuan penelitian ini untuk mengetahui bagaimana Metode Service Quality bisa digunakan untuk menganalisis dan memberikan solusi terhadap permasalahan Kualitas Pelayanan Publik di Kantor Kelurahan Tembong. Metode penelitian yang digunakan adalah metode penelitian Kualitatif dan ditunjang oleh data-data kuantitatif, digunakan juga metode SERVQUAL yang terdiri dari 5 dimensi untuk menganalisis kualitas pelayanan publik di kantor Kelurahan Tembong. Hasil penelitian berdasarkan indikator dalam analisis pelayanan publik di Kantor Kelurahan Tembong, dimensi yang belum berjalan dengan baik yaitu (1) Tangible, kurangnya fasilitas kantor untuk menunjang kegiatan pelayanan (2) Reliability, kurangnya pegawai profesional yang dapat diandalkan (3) Assurance, lambatnya pelayanan yang diberikan (4) Emphaty, aparatur kelurahan yang kurang ramah dan sopan.Kata kunci: Tangible, Reliability, Assurance, dan Emphaty.AbstractThe purpose of this study was to find out how the Service Quality Method can be used to analyze and provide solutions to problems of Public Service Quality at the Tembong Village Office. The research method used is qualitative and supported by quantitative data, also used the SERVQUAL method, which consists of 5 dimensions to analyze the quality of public services in the Tembong District Administrate Office. The results of the study were the data based on indicators in the analysis of public services at the Tembong District Administrate Office. The dimensions that had not gone well, namely (1) Tangible, lack of office facilities to support service activities (2) Reliability, lack of reliable, professional employees (3) Assurance, slow service has given (4) Empathy, a village official who was not friendly and polite.Keywords: Tangible, Reliability, Assurance, and Empathy.

scholarly journals Pengaruh Kualitas Pelayanan Koperasi Tani Dewi Sri dan Produktivitas Kerja Petani terhadap Kesejahteraan Petani Di Subak Sengempel, Desa Bongkasa, Kecamatan Abiansemal, Kabupaten Badung

2017 ◽  
Vol 5 (1) ◽  
Author(s):  
I Made Agus Wilantara ◽  
Ketut Suamba ◽  
I Gede Setiawan Adi Putra
Keyword(s):  
Service Quality ◽  
Labor Productivity ◽  
Research Method ◽  
Qualitative Method ◽  
Work Productivity ◽  
Quality Of Services ◽  
Service Productivity ◽  
Coaching Training ◽  
Selection Of

ABSTRACTThe Influence of Service Quality of Dewi Sri Farmer’s Cooperative and theFarmer’s Work Productivity on the Welfare of Farmer’s at the Subak ofSengempel, Bongkasa Village, Sub-District of Abiansemal, Badung RegencyFarmer’s cooperative as a facilitator in improving welfare, the quality ofservice would be an important part in order to always be the selection of farmers toobtain the required product. The farmer’s cooperative is expected to provide the bestservices in order to achieve the welfare of farmers. An improved labor productivity offarmers as a source of income will have implications for the welfare of farmers. Thestudy objective was to determine the effect of service quality of the farmer’scooperative on the welfare of farmers at Subak of Sengempel.The research method used descriptive qualitative method. Total respondentswas 151 members of farmer’s cooperative taken by proportional random sampling.Data were analyzed using inferential statistics (SEM-PLS).The results showed that the quality of service of the farmer’s cooperative andthe farmer’s work productivity positively and very significantly effect on the welfareof farmers. Quality of services of the farmer’s cooperative positively and verysignificantly effect on the productivity of farmers. Quality of services of the farmer’scooperative has an influence in reaching the welfare of farmers, both directly andthrough the work productivity of farmers. The farmer’s cooperative should furtherimprove its reliability by serving members on time. The farmers of the Subak ofSengempel should increase the labor productivity by increasing the quantity of labor,especially by increasing the number of main harvests. The Local Government throughthe relevant departments should further improve coaching, training and monitoringof the services of the farmer’s cooperative and improving agricultural extensionprograms.Keywords: service, productivity, farmers, welfare.

scholarly journals Peran Kualitas Pelayanan dengan Aplikasi PLN Mobile dalam Meningkatkan Kepuasan Pelanggan

2019 ◽  
Vol 1 (2) ◽  
pp. 356-364
Author(s):  
Shintya Yuliana ◽  
Nor Norisanti ◽  
Faizal Mulia
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Mobile Application ◽  
Quantitative Methods ◽  
Linear Regression Analysis ◽  
Test Reliability ◽  
Coefficient Of Determination ◽  
Simple Linear Regression ◽  
Analysis Technique

The purpose of this study is to study the quality of service using the PLN Mobile Application in increasing customer satisfaction with quantitative methods at PT. PLN (Persero) Rayon Cikembar, Sukabumi Regency. The research method used is a quantitative method. The analysis technique used is the validity test, reliability test, simple linear regression analysis, including the coefficient of determination test and hypothesis testing using partial testing (t test). The results of the study, obtained an R number of 0.232 in the category 0.00 - 0.199, which means a low relationship between service quality and customer satisfaction. Conclusions, each Service Quality (X) variable in this study can represent each variable and can be used by future researchers. Keywords: Service Quality, Customer Satisfaction.

scholarly journals Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan di UPTD Laboratorium Kesehatan Provinsi Jawa Barat

2021 ◽  
Vol 9 (2) ◽  
pp. 486-492
Author(s):  
Sheline Nurpadila Julipani ◽  
Zahwa Aulia Syafitri
Keyword(s):  
Regression Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Research Method ◽  
Quantitative Research ◽  
Linear Regression Analysis ◽  
Coefficient Of Determination ◽  
Simple Linear Regression ◽  
West Java ◽  
The Subject

This study aims to determine the effect of service quality on customer satisfaction at the UPTD Health Laboratory of West Java Province. The research method used is a quantitative research method with data collection techniques through observation, interviews, distributing questionnaires and conducting literature studies related to the subject matter. Based on the results of the research, the correlation value (R) of 0.693 means that the influence of Service Quality (variable X) on Customer Satisfaction (variable Y) at the UPTD Health Laboratory of West Java Province can be categorized as strong because it is in the range (0.600-0.799). The results of the simple linear regression analysis show that the coefficient of determination (R Square) is 0.481 or 48.1%, which means that customer satisfaction at the UPTD Health Laboratory of West Java Province is influenced by service quality by 48.1%. While the remaining 51.9% is influenced by other variables or factors outside of service quality.

scholarly journals Determinan Permintaan Jasa Transportasi Penyeberangan Antar Pulau Di Pelabuhan Marampa Kabupaten Manokwari

2019 ◽  
Vol 2 (2) ◽  
pp. 60-66
Author(s):  
Marcus R. Maspaitella ◽  
Ketysia Imelda Tewernussa ◽  
Rizza Siwalette
Keyword(s):  
Regression Analysis ◽  
Service Quality ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Quality Of Services ◽  
Transportation Services ◽  
Income Levels ◽  
On Demand ◽  
Ticket Prices

This study aims to determine the effect of ticket prices, income levels and service quality on demand for interisland crossing transportation services in Marampa Port, Manokwari Regency. The sample of this study was 75 passenger respondents. Data analysis in this study uses multiple linear regression analysis. The results showed that the level of income had a significant effect on demand for inter-island crossing transportation services at Marampa Port in Manokwari, while ticket prices and service quality did not have a significant effect. The implication of this research is that the substitution of other modes of transportation can occur if there is an increase in the level of passenger income. In addition, improving the quality of services needs to be continued both by the local government and the port administrator.

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