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 KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PT. SAMUDRA BINTANG ANGKASA TOUR AND TRAVEL BANJARMASIN

2019 ◽  
Vol 5 (1) ◽  
Author(s):  
Dini Puspita
Keyword(s):  
Quality Of Service ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Significant Influence ◽  
Research Method ◽  
Influential Factor ◽  
Sampling Techniques ◽  
Cross Sectional

Abstract: The purpose of this study is to know and analyze the influence of service quality on customer satisfaction at PT Samudra Bintang Angkasa Tour and Travel. The research method used is the analytical survey research method. The approach chosen in this study is the Cross Sectional approach. The population in this study are customers who use the services of PT Samudra Bintang Angkasa Tour and Travel, from August to November 2018. The sample in this study used accidental sampling techniques totaling 60 customers who used the services of PT Samudra Bintang Angkasa Tour and Travel in December 2018. Data collection techniques used questionnaires, documentation, and observation. The results of the study can be concluded that there is a simultaneous significant influence between service quality consisting of Tangible , Reliability , Responsiveness, Assurance and Empathy on Customer satisfaction PT. Samudra Bintang Angkasa Tour and Travel Banjarmasin. There is a partial significant influence between the quality of service consisting of Tangible, Reliability, Responsiveness , and Empathy on Customer satisfaction PT. Samudra Bintang Angkasa Tour and Travel Banjarmasin. Reliability Factoris the most influential factor (predominantly on Customer satisfaction at PT. Samudra Bintang Angkasa Tour and Travel Banjarmasin. Keywords: Service Quality, Satisfaction, Customers Abstrak: Tujuan dari penelitian ini adalah mengetahui dan menganalisis pengaruh kualitas layanan terhadap kepuasan pelanggan pada PT Samudra Bintang Angkasa Tour and Travel. Metode penelitian yang digunakan adalah metode penelitian survey analitik. Pendekatan yang dipilih dalam penelitian ini adalah pendekatan Cross Sectional. Populasi dalam penelitian ini adalah pelanggan yang menggunakan jasa PT Samudra Bintang Angkasa Tour and Travel, dari bulan Agustus sampai dengan November 2018. Sampel dalam penelitian ini menggunakan teknik accidental sampling berjumlah 60 orang pelanggan yang menggunakan jasa PT Samudra Bintang Angkasa Tour and Travel pada bulan Desember tahun 2018. Teknik pengumpulan data menggunakan kuesioner, dokumentasi, dan observasi. Hasil penelitian dapat disimpulkan bahwa ada pengaruh signifikan secara simultan antara kualitas layanan yang terdiri atas Tangible, Reliability, Responsiveness, Assurance dan Empathy terhadap kepuasan Pelanggan PT. Samudra Bintang Angkasa Tour and Travel Banjarmasin. Ada pengaruh signifikan secara parsial antara kualitas layanan yang terdiri atas Tangible, Reliability, Responsiveness, dan Empathy terhadap kepuasan Pelanggan PT. Samudra Bintang Angkasa Tour and Travel Banjarmasin. Faktor Reliability merupakan faktor yang paling berpengaruh (secara dominan terhadap kepuasan Pelanggan PT. Samudra Bintang Angkasa Tour and Travel Banjarmasin. Kata kunci : Kualitas Pelayanan, Kepuasan, Pelanggan

scholarly journals EFFECT OF ACCOUNTABILITY, SERVICE QUALITY, TRUST MUZZAKKI TOWARDS MUZZAKI LOYALTY

2020 ◽  
Vol 7 (2) ◽  
pp. 6-12
Author(s):  
Jumriani Jumriani
Keyword(s):  
Quality Of Service ◽  
Data Analysis ◽  
Linear Regression ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Research Method ◽  
Quantitative Approach ◽  
Unit Of Analysis ◽  
Simultaneous Influence

Influence of accountability, quality of service, belief Muzakki on loyalty Muzzak. This research aims to discuss the influence of accountability, quality of service, trust Muzakki against Muzzaki loyalty to the institution Muzakki Management Institute Infaq (LMI) Surabaya. The research method is using a quantitative approach. The Unit of analysis in research is to use respondents Muzzaki for 100 Muzzaki in the area of Surabaya, with the research instrument using the questionnaire in the area of Surabaya, and the method of data analysis using multiple linear regression. The results showed that the simultaneous influence was positive and significant and partiality that accounting was influential towards Muzzaki loyalty, the quality of service was influential on Muzzaki loyalty, and Muzzaki's belief had an effect on Muzzaki loyalty.

EFFECT OF SERVICE QUALITY ON CUSTOMER LOYALTY MEDIATED BY CUSTOMER SATISFACTION PT. MAYBANK INDONESIA FINANCE JAKARTA BRANCH

2021 ◽  
Vol 1 (4) ◽  
pp. 202-211
Author(s):  
Hendri Hendri ◽  
Budi Haryono ◽  
Saparso Saparso
Keyword(s):  
Quality Of Service ◽  
Data Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Good Service ◽  
Purposive Sampling ◽  
Pls Analysis

This study discusses the effect of service quality on customer loyalty mediated by customer satisfaction at PT. Maybank Indonesia Finance Jakarta Branch. This research was conducted by using purposive sampling. Data analysis using Smart PLS analysis. The results of the analysis conclude that service quality does not affect customer loyalty. So it can be said, good service quality may not necessarily make the customer loyal to PT. Maybank Indonesia Finance because there are still several factors that can make customers loyal. Service quality has a positive and significant effect on customer satisfaction. So it can be said, good service quality will increase customer satisfaction with PT. Maybank Indonesia Finance. Customer Satisfaction has a positive and significant influence on Customer Loyalty. So it can be said, increasing customer satisfaction will make customers more loyal to PT. Maybank Indonesia Finance. Customer satisfaction can mediate the effect of service quality on customer loyalty. So it can be said, if the quality of service provided is getting better, it will form high customer satisfaction in the minds of customers, then this will further increase customer loyalty at PT. Maybank Indonesia Finance.

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 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 Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pada JNE Cabang Bandung [The Influence of Service Quality on Customer Satisfaction at JNE Branch in Bandung]

2016 ◽  
Vol 11 (2) ◽  
pp. 265
Author(s):  
Januar Efendi Panjaitan ◽  
Ai Lili Yuliati
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Descriptive Analysis ◽  
Sampling Technique ◽  
P Value ◽  
Analysis Technique ◽  
Set Up ◽  
Branch Office

The purpose of this study was to determine the effect of Quality of Service Quality of Service Customer Satisfaction either simultaneously or partially on Cabang JNE Bandung. JNE is a freight company and documents that have been established since 1990. In 2004, JNE set up headquarters in Jakarta. The JNE Bandung has a branch office in Jalan Permata Kawaluyaan numbers 1-4 Soekarno Hatta, Bandung. The type of research used in this study was descriptive research type using a quantitative approach. The analysis technique used was descriptive analysis techniques and multiple linear regression. While the sampling technique used was Non Probability sampling using purposive sampling and number of samples of 78 people. The results of this research showed that the quality of service (X) consisting of Reliability, Assurance, Tangibles, Empathy, and Responsiveness simultaneously had significant influence on satisfaction of customers with significant value (p value) of 0.003 &lt; 0.05. Partial test results showed that the only variable that empathy has a partial effect on was customer satisfaction with the number of variables of significance (p value) amounted to 0.021 &lt; 0.05.

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 ANALISIS MINAT MENABUNG NASABAH DI BANK BCA SYARIAH CABANG SIDOARJO

2019 ◽  
Vol 23 (2) ◽  
pp. 75-84
Author(s):  
Nafisa Rismayanti ◽  
Sugeng Hariadi ◽  
Mintarti Ariani
Keyword(s):  
Quality Of Service ◽  
Data Analysis ◽  
Product Quality ◽  
Significant Influence ◽  
Profit Sharing ◽  
Survey Method ◽  
Online Questionnaire ◽  
Descriptive Research ◽  
Quantitative Descriptive

The research was distributed by certain important factors to decide to save or invest. Clients also pay attention to service and savings products offered by the bank so that the customer would like to use it. Clients always want products that canmeet their needs, and asked the bank to provide the best service. Those factors are one of the things that affects the interests and needs of the behavior of customers. The purpose of this research is to know the influence of the quality of service, product quality, and profit sharing the results against the interest of saving the customer at BCA Bank Syariah in Sidoarjo. This research is quantitative descriptive research with survey method. The number of samples as many as 100 respondents, this research instrument in the form of an online questionnaire. Test instruments, test the classical assumptions, and test data analysis in this research using SPSS 20.00. The results of this study showed that the quality of service (𝑿𝟏), quality savings products (𝑿𝟐), and profit sharing (𝑿𝟑) jointly have a significant influence on relations and against the interest of saving the customer (Y) with the value F of 106.989 with the value significance of determination coefficients and 0.000 (𝑹𝟐) worth 0.763 (76.3%).

scholarly journals PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH TABUNGAN BANUA PT. BANK KALSEL CABANG PELAIHARI

2019 ◽  
Vol 5 (1) ◽  
Author(s):  
Artini Faurina ◽  
Khairunnisa Khairunnisa
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Significant Influence ◽  
User Satisfaction ◽  
Research Method ◽  
Physical Appearance ◽  
Descriptive Research ◽  
Library Users ◽  
Descriptive Method

Abstract: The purpose of this research is to know the significant influence of service quality variable consisting of tangible (physical appearance), reliability (trust), responsiveness (responsiveness), assurance (guarantee) and empathy (empathy) to user satisfaction simultaneously and partially at Faculty of Medicine Universitas Lambung Mangkurat Banjarbaru’s Library. The type of research used in this research is descriptive research method with quantitative approach. The problem that the author thoroughly is a problem or symptoms that factual and also occur in the present (at the time of research done), then in this study the author uses descriptive method. Based on the result of the research, it can be concluded that: 1) Simultaneously or together the quality of service consisting of physical appearance, trust, responsiveness, assurance and empathy proved to significantly influence the satisfaction of library users of Faculty of Medicine Universitas Lambung Mangkurat Banjarbaru. 2) Partially or separately service quality variables that affect the satisfaction of library users Faculty of Medicine, University of Lambung Mangkurat Banjarbaru is the physical appearance and guarantee. 3) Quality Variables The most dominant service affects the satisfaction of library users of Faculty of Medicine Universitas Lambung Mangkurat Banjarbaru is a guarantee. Keywords: service quality, user satisfaction, Faculty of Medicine Universitas Lambung Mangkurat Banjarbaru’s Library  Abstrak: Tujuan dari penelitian ini adalah untuk mengetahui pengaruh signifikan secara simultan dan parsial variabel kualitas layanan yang terdiri dari berwujud (penampilan fisik), reliabilitas (kepercayaan), daya tanggap (responsiveness), assurance (jaminan) dan empati (empati) terhadap kepuasan pengguna di Perpustakaan Fakultas Kedokteran Universitas Lambung Mangkurat Banjarbaru. Jenis penelitian yang digunakan dalam penelitian ini adalah metode penelitian deskriptif dengan pendekatan kuantitatif. Masalah yang penulis tuntas adalah masalah atau gejala yang faktual dan juga terjadi pada masa sekarang (pada saat penelitian dilakukan), maka dalam penelitian ini penulis menggunakan metode deskriptif. Berdasarkan hasil penelitian, dapat disimpulkan bahwa: 1) Secara simultan atau bersama-sama kualitas layanan yang terdiri dari penampilan fisik, kepercayaan, daya tanggap, jaminan dan empati terbukti secara signifikan mempengaruhi kepuasan pengguna perpustakaan Fakultas Kedokteran Universitas Lambung. Mangkurat Banjarbaru. 2) Variabel kualitas layanan secara parsial atau terpisah yang mempengaruhi kepuasan pengguna perpustakaan Fakultas Kedokteran Universitas Lambung Mangkurat Banjarbaru adalah penampilan fisik dan jaminan. 3) Variabel Kualitas Layanan yang paling dominan mempengaruhi kepuasan pengguna perpustakaan Fakultas Kedokteran Universitas Lambung Mangkurat Banjarbaru adalah jaminan. Kata kunci : kualitas pelayanan, kepuasan pengguna, Perpustakaan Fakultas Kedokteran Universitas Lambung Mangkurat

scholarly journals the INFLUENCE OF SUPERVISION, JOB EXPERIENCE, AND PERFORMANCE ON THE CAREER OF THE LECTURER OF INSITUTE ISLAMIC STUDIES HAMZANWADI NAHDLATUL WATHAN PANCOR, EAST LOMBOK

2017 ◽  
Vol 1 (2) ◽  
pp. 81
Author(s):  
Islahuddin Islahudin
Keyword(s):  
Data Analysis ◽  
Research Method ◽  
Descriptive Analysis ◽  
Survey Method ◽  
Direct Influence ◽  
Job Experience ◽  
Islamic Studies ◽  
Inferential Analysis ◽  
And Performance ◽  
Positive Direct

The Objective of this research is to study the direct effect of the supervision, job experience, and performance toward career of the lecture. Research method that been used is quatitative approach with survey method. The techniques of collecting data using questionnaires and interviews. The data analysis was done using descriptive analysis and inferential analysis with the approach of path analysis. The result are : (1)The supervision has positive direct influence on the career, (2) Experience has positive direct influence on the career, (3) Performance has positive direct influence on the career, (4) Supervision has positive direct influence on the performance, (5) Experience has positive direct influence on performance.

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