Analisis Kualitas Pelayanan Pada Unit Perijinan Angkutan Dan Kendaraan Wajib Uji Dinas Perhubungan Kabupaten Karanganyar

2020 ◽  
Vol 4 (02) ◽  
Author(s):  
Fachry Prasetyo ◽  
Priyanto Susiloadi
Keyword(s):  
Performance Analysis ◽  
Service Quality ◽  
Sampling Method ◽  
Sampling Technique ◽  
Primary Data ◽  
Good Service ◽  
Analysis Techniques ◽  
User Community ◽  
Customer Perceptions ◽  
Level Of Satisfaction

Good service quality in public services will give an impetus to the user community to give a good assessment. Good service by the State Civil Servants (ASN) in the Transportation Obligatory Licensing Unit (UPAKWU) in the Karanganyar District Transportation Department was apparently still receiving complaints from the service user community. This shows that there are still some shortcomings in the implementation of the service system in the office. The sampling technique uses accidental sampling method. The data used are primary data obtained directly from respondents by providing a list of questions or questionnaires. Data analysis techniques using Importance-Performance Analysis (IPA) are used to measure the level of satisfaction of someone over the performance of other parties, and Cartesian Diagrams to determine service indicators that satisfy or do not satisfy consumers. The results showed that: Service quality in UPAKWU Karanganyar Regency according to customer perceptions has not been satisfactory, despite having good service performance / above average. This is based on the results of the Importance Performance Analysis analysis which gets a result of 94.36% (Total Tki

PENGARUH KEPEMIMPINAN DAN MOTVASI KERJA TERHADAP KUALITAS PELAYANAN PUBLIK (STUDI KASUS PADA KANTOR KEMENTERIAN AGAMA SUNGAI PENUH )

2020 ◽  
Author(s):  
Pahrizal
Keyword(s):  
Data Analysis ◽  
Service Quality ◽  
Public Service ◽  
Random Sampling ◽  
Secondary Data ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Primary Data ◽  
Analysis Techniques ◽  
Intervening Variables

The research is proposed to test the influence of Leadership and Motivation Work on Public Service Quality. The population in this study was the Kantor Kementerian Agama Sungai Penuh who had received the last 1 year service at the Kantor Kementerian Agama Sungai Penuh, amounting to 260 people. Furthermore, by using the Slovin formula, a sample size of 158 people was chosen with a sampling technique based on Simple Random Sampling. This study uses primary data and secondary data. Data analysis techniques used are path analysis and hypothesis testing using t test with data analysis using SPSS version 20. The results of the study based on showing that partially the Leadership and motivation work have a positive and significant effect on Public Service Quality. The results also show that motivation work variables act as intervening variables between Leadership and Public Service Quality.

Pengaruh Program E-Samsat terhadap Kepatuhan Wajib Pajak Kendaraan Bermotor Dengan Kepuasan Kualitas Pelayanan Sebagai Variabel Intervening (Studi Kasus Samsat Daerah Istimewa Yogyakarta)

2020 ◽  
Vol 15 (2) ◽  
Author(s):  
Dewi Kusuma Wardani
Keyword(s):  
Data Analysis ◽  
Service Quality ◽  
Path Analysis ◽  
Sampling Method ◽  
Motor Vehicle ◽  
Primary Data ◽  
Significant Positive Effect ◽  
Analysis Techniques ◽  
Positive Effect ◽  
Special Region

The purpose of this research is to know, the influence of e-samsat program to the satisfaction of service quality, the influence of the satisfaction of service quality to the compliance of motor vehicle taxpayer, the influence of e-samsat program to the compliance of the motor vehicle taxpayers, and to know the effect of e-samsat program on compulsory compliance motor vehicle tax through satisfaction of service quality as intervening variable in Special Region of Yogyakarta. We use primary data. The sample of research is 75 taxpayers but the sample that can be processed only 74.The sampling method used is purposive sampling. Data analysis techniques used path analysis, t test, F test, and R2 test. Based on result of research by using path analysis that, e-samsat program have a significant positive effect to service quality satisfaction, service quality satisfaction has a significant positive effect to vehicle taxpayer compliance, e-samsat program has a significant positive effect on vehicle taxpayer compliance and program e-samsat has a significant positive effect on the compliance of motor vehicle taxpayers through the satisfaction of service quality.Keywords: e-samsat program, service quality satisfaction, and taxpayer compliance

scholarly journals ANALISIS KEPUASAN KONSUMEN TERHADAP KUALITAS PRODUK KOPI DAN KUALITAS PELAYANAN MENGGUNAKAN METODE IMPORTANCE PERFOMANCE ANALYSIS (Studi Kasus Di Geo Coffee)

2018 ◽  
Vol 6 (2) ◽  
pp. 147
Author(s):  
Putu Anggi Ranitaswari ◽  
Sri Mulyani ◽  
Cokorda Anom Bayu Sadyasmara
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Consumer Satisfaction ◽  
Sampling Method ◽  
Sweet Taste ◽  
Analysis Method ◽  
Customer Needs ◽  
Level Of Satisfaction

This study aims to determine the attributes that are considered important by consumers in order to achieve customer satisfaction, know the level of satisfaction or level of consumer suitability of products and services in Geo Coffee, and determine the attributes that need to get priority from the company to be improved in order to achieve customer satisfaction . This research was conducted at Geo Coffee. The sample used was 91 respondents using epurposive sampling method. Data were obtained by distributing questionnaires and correspondents directly. This research uses Importance Performance Analysis method. The result of this research shows that attribute with highest level of consumer satisfaction for product quality is characteristic of coffee taste characteristic based on brand cafe with level of matching equal to 101.95%. the attribute with the lowest level of conformity is a constant (stable) coffee taste for each presentation corresponding to a suitability level of 82.52%. Attributes with the highest level of customer satisfaction for service quality is the speed in responding to complaints and customer problems with a level of suitability of 120.34%. The attribute with the lowest level of customer satisfaction for service quality is the waiter providing services and appropriate handling to customer needs with the level of suitability of 80.05%. The attributes that must be prioritized for the product are the constant (stable) coffee taste of each serving and the sweet taste of coffee. The attributes that must get priority for service is the process of making order menu in Geo Coffee done quickly. Keywords: customer satisfaction, Importance Performance Analysis, Geo Coffee

scholarly journals Service Quality and Customer Satisfaction in the Apiculture-Based Agritourism

2019 ◽  
Vol 15 (2) ◽  
pp. 153-165
Author(s):  
Abel Gandhy ◽  
Michael Chang ◽  
Siti Rahmi
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Sampling Technique ◽  
Product Knowledge ◽  
Analysis Techniques ◽  
Satisfaction Index ◽  
Bee Colony ◽  
Low Performance ◽  
Tourism Service

Taman Wisata Lebah is tourism service based on honey bees. It is one of the pioneer of the apitourism in Indonesia. The objective of this reserach are to analyze the service quality and customer satisfaction of Taman Wisata Lebah. Research method used in this research is quantitative. Respondent in this research are 100 respondents, using purposive sampling technique. Data analysis techniques are Importance Performance Analysis (IPA) and Customer Satisfaction Index (CSI). Based on the calculation of CSI, the number is indicated that in general consumers of Taman Wisata Lebah are satisfied with the services provided. Findings. Based on the calculation of Importance Performance Analysis, there are five attributes with high importance and low performance and highly recomended to improve. The atributes consists of provide more safety equipment for customers, evaluate staff shifting schedule to ensure the existence of staff in field, improvement product knowledge for field staff, create safety box for bee colony. Overall, service quality in Taman Wisata Lebah is excellent.

scholarly journals PENGARUH BRAND IMAGE, PERSEPI HARGA, DAN SERVICE QUALITY TERHADAP KEPUTUSAN PEMBELIAN KONSUMEN

2019 ◽  
Vol 3 (1) ◽  
pp. 20
Author(s):  
Yessica Oscar ◽  
Keni Keni
Keyword(s):  
Service Quality ◽  
Sampling Method ◽  
Brand Image ◽  
Sampling Technique ◽  
Total Sample ◽  
Purchasing Decisions ◽  
Probability Sampling ◽  
Price Perception ◽  
Analysis Techniques ◽  
Convenience Sampling

Penelitian ini bertujuan untuk mendapatkan bukti empiris mengenai pengaruh brand image, persepsi harga, dan service quality terhadap keputusan pembelian konsumen. Populasi dalam penelitian ini adalah para konsumen donat. Penelitian ini dibatasi pada konsumen donat di Jakarta. Metode pengambilan sampel menggunakan teknik non-probability sampling berupa convenience sampling dengan jumlah sampel sebanyak 152 konsumen. Metode pengumpulan data dilakukan dengan menyebarkan kuesioner secara ­online dan offline. Teknik analisis data dengan menggunakan metode analisis regresi berganda. Hasil penelitian ini menunjukkan bahwa brand image, persepsi harga, dan service quality memiliki pengaruh terhadap keputusan pembelian konsumen. Brand image, persepsi harga, dan service quality yang baik dapat memberikan pengaruh yang baik pula terhadap keputusan pembelian konsumen demi keberlanjutan bisnis perusahaan. This study aims to obtain empirical evidence about the influence of brand image, price perception, and service quality on consumer purchasing decisions. The population in this study is donut consumers. This research is limited to donut consumers in Jakarta. The sampling method uses a non-probability sampling technique in the form of convenience sampling with a total sample of 152 consumers. Data collection method is done by distributing questionnaires online and offline. Data analysis techniques using multiple regression analysis methods. The results of this study indicate that brand image, price perception, and service quality have an influence on consumer purchasing decisions. Good brand image, price perception, and service quality can have a good influence on consumer purchasing decisions for the company's business sustainability.

scholarly journals PENGARUH BRAND IMAGE DAN KUALITAS PELAYANAN TERHADAP KEPUASAN WISATAWAN DALAM MEMILIH TAKSI BLUE BIRD DI BALI

Jurnal IPTA ◽  
2017 ◽  
Vol 5 (1) ◽  
pp. 13
Author(s):  
Dewa Ayu Putu Mega Puriani ◽  
I Wayan Suardana ◽  
Luh Gede Leli Kusuma Dewi
Keyword(s):  
Service Quality ◽  
Technology Development ◽  
Brand Image ◽  
Sampling Technique ◽  
Good Service ◽  
Tourist Destination ◽  
Service Excellence ◽  
Analysis Techniques ◽  
Variable Dimension ◽  
Tourist Satisfaction

In Bali, many types of taxi can be encountered starting from the airport until city and tourist destination, one of them is Blue Bird Taxi. Blue Bird taxi has a brand image and good service quality which can be seen from many awards, some of them are Mark Plus Wow Service Excellence Award 2015 and Indonesian Leading Taxi/Limousine Company. Along with the technology development, giving significant impact to competition among land transportation for instance online based taxi. The technique of determining the respondents is purposive sampling technique with the number of respondents were 170 respondents. Furthermore, in analysing the data, this study using multiple regression analysis techniques. Results of this study mention that variable dimension dominate on brand image is strength. In partially brand image give positive and significant impact on tourist satisfaction with tcount of 2,465 and significant value of 0,015. And variable dimension dominate on service quality is tangible. Service quality give positive and significant impact on tourist satisfaction with tcount of 9,219 and significant value of 0,000. Simultaneously, it can be concluded that brand image and service quality give positive and significant impact on tourist satisfaction with Fcount of 105,731 and significant value of 0,000.

scholarly journals Pengaruh Kepercayaan dan Keamanan terhadap Keputusan Pembelian Online Melalui Aplikasi Shopee

Jurnal Ecogen ◽  
2021 ◽  
Vol 4 (3) ◽  
pp. 367
Author(s):  
Firman Puanda ◽  
Rose Rahmidani
Keyword(s):  
Regression Analysis ◽  
University Students ◽  
Sampling Method ◽  
Sampling Technique ◽  
University Student ◽  
Primary Data ◽  
State University ◽  
Purchasing Decisions ◽  
Analysis Techniques ◽  
Analysis Technique

This study aims to find out how to increase trust and security of online purchasing decisions through shopee applications at Padang State University Student. This type of research is causative. Padang State University students who have used the Shopee aplication are the population in this study. Samples were taken using the Cochran formula with 100 respondents. Sampling using nonprability sampling method, namely purposive sampling technique. primary data used in this study. Multiple regression analysis techniques using SPSS version 20 is the data analysis technique in the study. The results of this study indicate that: 1) Trust and Security are positive and significant for online purchasing decisions through Shopee applications in Padang State University students (0.002 < 0.05), 2) Trust has a significant effect on online purchasing decisions through the Shopee application on Padang State University student (0.000 < 0.05), 3) Security has a significant effect on online purchasing decisions through the Shopee applications on Padang State University students (0.000 < 0.05).Keywords : trust, security, purchasing decision

scholarly journals THE EFFECT OF ACCOUNTABILITY, TRANSPARENCY, AND SERVICE QUALITY TOWARD LOYALTY OF ZAKAT PAYERS

2020 ◽  
Vol 1 (2) ◽  
pp. 51-67
Author(s):  
Izhar Allessandria Mardini ◽  
Bambang Agus Pramuka ◽  
Negina Kencono Putri
Keyword(s):  
Regression Analysis ◽  
Service Quality ◽  
Sampling Method ◽  
Sampling Technique ◽  
Primary Data ◽  
State Revenue ◽  
The People ◽  
Analysis Technique ◽  
Convenience Sampling ◽  
Positive Effect

Zakat can become a significant source of state revenue. This can be realized if the people of Islam in Indonesia obedient in paying the zakat. Besides, the zakat institution in charge of managing the zakat must be honest, transparent and accountable in managing the zakat so that can increase the confidence of zakat payers (muzakki). But in reality, until this time there are still found a lack of potential for the payment of zakat in Indonesia. There are several factors that lead to loyalty of zakat payers that will increase zakat collection, such as accountability, transparency, and service quality applied by zakat management organization.This study aims to examine the effect of accountability, transparency, and service quality toward loyalty of zakat payers. This research is a quantitative study with primary data from questionnaires distributed to zakat payers of zakat management organization in Purwokerto. Sampling technique uses a convenience sampling method. There are 100 respondents that fulfilled questionnaires. Data analysis technique used is multiple regression analysis. The results of this study indicate that accountability, transparency, and service quality have a significant and positive effect toward loyalty of zakat payers.

scholarly journals PENGARUH KUALITAS PELAYANAN DAN KEPUASAN PELANGGAN TERHADAP LOYALITAS PELANGGAN PDAM KOTA PADANG

2019 ◽  
Author(s):  
Mailani Ulfa ◽  
Riri Mayliza
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Sampling Method ◽  
Sampling Technique ◽  
T Test ◽  
F Test ◽  
Analysis Techniques ◽  
Positive Effect ◽  
Better Than

The purpose of this study is to analyze the effect of service quality and customer satisfaction partially and simultaneously on the customer loyalty of the Padang city PDAM. The research method used is descriptive quantitative. The sampling technique used is non-probability sampling method with accidental sampling so that from the population a sample of 100 respondents was taken, the data collection method used was observation, questionnaire and literature rieview. Data analysis techniques used are classical assumptions, multiple linear regression, t test, F test and detemination coefficient. Based on multiple regression analysis, service quality and customer satisfaction variables on customer loyalty get Y = 1,493 + 0,408X1 + 0,059 X2 + 0,481X3- 0,038 X4 + 0,192 X5 + 0,114 X6 + e. From the t test, it was found that tangible had a positive and significant effect on customer loyalty of PDAM Kota Padang. Variable reliability does not affect the customer loyalty of PDAM Kota Padang. The variable responsiveness has a positive and significant effect on the customer loyalty of PDAM Kota Padang. The assurance variable does not affect the customer loyalty of Padang City PDAM. Variable empathy has a positive and significant effect on customer loyalty of PDAM Kota Padang. Satisfaction variables have a positive and significant effect on customer loyalty of PDAM Kota Padang. From the results of the F test, it is proven that the variables of service quality and customer satisfaction simultaneously have a significant and positive effect on customer loyalty PDAM Padang city, while the results of the determination coefficient obtained the ability of independent variables explain the dependent variable of 28.7% the remaining 71.3% is explained by other variables which is not used in this study, it is expected that Padang City PDAM can provide the best quality service to customers so that the customer is satisfied with the services proviuded so as to increase customer loyalty and for further researchers the authors suggest, in order to increase the number of respondents to be used, as well as carried out with a longer time span, so that the research done is better than tthe results of this study.

scholarly journals ANALISIS KUALITAS JASA DALAM MENINGKATKAN KEPUASAN KONSUMEN DI BAKER STREET CAFE BANDUNG

2017 ◽  
Vol 1 (01) ◽  
pp. 43-52
Author(s):  
Adisty Arindiaty ◽  
Merita Bernik
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Research Method ◽  
Sampling Method ◽  
Sampling Technique ◽  
Literature Study ◽  
Business People ◽  
Customer Expectation

The globalization at present has brought a great impact on the businessworld development. The alternative selected products offered to the customersvary and make the customer expectation more to get something they want.This condition requires for every company to try to give the best satisfactionto its customers. This is done in order that the business people can maintaintheir business in facing the tough competition. This research tried to assessthe customer satisfaction toward the service quality of Baker Street Café,Bandung. The research method used here was the descriptive qualitativeone, using sampling technique, that is, the technique of probability samplingand purposive sampling method. The data were collected using a field studyconsisted of observation, interviews, questionnaires, and literature study. Themethod of performance analysis was used to assess the customer satisfaction.The result of the study showed that the service quality provided by Baker StreetCafé, Bandung was categorized as “ good” with the average highest score for thedimension of reliability by 4,074 and the lowest for dimension of empathy andassurance by 3,93. At this customer expectation level, the average highest scorewas for the dimension of assurance by 4,55 and the lowest for the dimension ofreliability by 4,5, which means that the customers were unsatisfied becausetheir expectation was higher than the performance demonstrated by BakerStreet Café, Bandung.

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