scholarly journals Pengaruh Faktor Kualitas Jasa Perguruan Tinggi Jarak Jauh (PTJJ) terhadap Kepuasan Mahasiswa dan Niat Menyelesaikan Kuliah (Studi Kasus Mahasiswa Fakultas Ekonomi Universitas Terbuka)

2016 ◽  
Vol 6 (2) ◽  
pp. 117
Author(s):  
Maya Maria ◽  
Rini Dwiyani Hadiwidjaja ◽  
Andy Mulyana
Keyword(s):  
Distance Learning ◽  
Service Quality ◽  
Student Satisfaction ◽  
Survey Methods ◽  
Partial Least Square ◽  
Least Square ◽  
Primary Data ◽  
Quality Of Services ◽  
Analysis Tool

<p><em>This study aims to determine the effects of open distance learning service quality dimensions consisting of  the way of learning, tutoring and teaching, modules, student services, programs of study, tuition and fees, physical facilities to student satisfaction and the behavioral intentions of completing the study at Universitas Terbuka (UT). Thisresearch analysis unitswere the students of the Faculty of Economic, Universitas Terbuka (FEKON-UT) who registeredin 2012with a population of 2085 people. The method of sample selection was </em><em>convenience sampling</em><em>method to the college students who have taken at least one semester. The data were analyzed from 161 respondents spread in 7 UPBJJ-UTthroughout Indonesia with a certain proportion. To obtain the data, this study used survey methods of primary data and secondary data. Analysis tool to test the hypothesis is a structural equation modelling (SEM) with Partial Least Square (PLS). The finding of this studywere the significance effects on :1) the quality of services to satisfaction of students; 2) the quality of services to the intention of completing studying at UT; and 3) student satisfaction to the intention of completing college at UT.</em></p><p><em>Keywords: service quality, student satisfaction, open distance learning, intention to finish college</em></p>

scholarly journals PERSEPSI MAHASISWA ATAS KUALITAS PELAYANAN LABORATORIUM BANK MINI STIE KESATUAN DAN IMPLIKASINYA TERHADAP KEPUASAN MAHASISWA

2018 ◽  
Vol 2 (1) ◽  
pp. 13 ◽  
Author(s):  
Muhammad Ariffin ◽  
Suharmiati Suharmiati ◽  
Andi Yudha Amwilla
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Least Square Method ◽  
Positive Influence ◽  
Partial Least Square ◽  
Least Square ◽  
Physical Evidence ◽  
Partial Least Square Method

The Purpose of  this research is to measure the influence of the service quality of Laboratorium Bank Mini on student’s satisfaction. This research was conducted in STIE Kesatuan Bogor with 100 respondents. Data were analyzed using partial least square method. The results showed that the Physical Evidence, Reliability, Responsiveness, Assurance and Empathy has a significant and positive influence on the student satisfaction of Laboratorium Bank Mini STIE Kesatuan.   Keywords: Service Quality, Student Satisfaction, Laboratorium Bank Mini.

scholarly journals Pengaruh Kualitas Pelayanan dan Kualitas Pembelajaran Terhadap Kepuasan Mahasiswa Dengan Metode SEM-PLS

2019 ◽  
Vol 11 (1) ◽  
pp. 49
Author(s):  
Fransisca Debora ◽  
Hernadewita Hernadewita
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Student Satisfaction ◽  
Structural Equation ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
The Government ◽  
Asean Economic Community

The development of science and technology and the factors of the ASEAN economic community (MEA) which are supported by increasing industry 4.0, the government gives important responsibilities for universities to be able to produce human resources that can compete in that era. This affects universities to continue to improve in terms of the quality of learning, service quality, to provide satisfaction to students which has an influence on the productivity of higher education. In this regard, research was conducted on 120 samples of student respondents (active students, and alumni) who were used to provide information by distributing questionnaires processed by Structural Equation Modeling (SEM) - Partial Least Square (PLS). Based on the results of the analysis and discussion it can be concluded that service quality has a positive effect on student satisfaction and positively influences the productivity of higher education.

Customer Loyalty Creation Based On Customer and Trust Satisfaction from Quality of Service in Pt. Pharos Indonesia Branch Denpasar

2018 ◽  
Vol 9 (02) ◽  
pp. 20493-20502
Author(s):  
Ni Ketut Trisna Utami ◽  
I Wayan Sujana ◽  
I Nengah Suardhika
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Equation Model ◽  
Partial Least Square ◽  
Least Square ◽  
Quality Of Services

This study aims to test and analyze service quality, customer satisfaction, trust and customer loyalty. This research was conducted at PT. Pharos Indonesia Denpasar Branch with research population is outlet that make purchasing, sample used 100 units with purposive sampling method. All data obtained from questionnaires are suitable for use, then analyzed using structural equation model based on variance analysis known as Partial Least Square (PLS). The results showed that the better the quality of service provided to customers, it will have a better impact on improving customer satisfaction, the better the quality of services provided to customers, it will have an impact on increasing trust customers, the more satisfied customers will have an impact on the increase of customer loyalty, the higher the trust the customer will have an impact on increasing customer loyalty, the more satisfied customers will have an impact on increasing trust customers and the better quality of services provided to customers will have an impact on increased customer loyalty. The implication of this research is that service quality can be improved by considering reliability, customer satisfaction can be improved by paying attention to customer satisfaction to the whole product. Trust can be improved by taking into account competence and customer loyalty can be improved by paying attention to make purchases regularly.  

scholarly journals FAKTOR-FAKTOR YANG MEMPENGARUHI PARTISIPASI ANGGOTA KOPERASI DAN KESEJAHTERAAN ANGGOTA PADA KOPERASI UNIT DESA (KUD) DI KABUPATEN JEMBRANA

2018 ◽  
pp. 2509 ◽  
Author(s):  
I Ketut Catur ◽  
Nyoman Djinar Setiawina
Keyword(s):  
Service Quality ◽  
Human Resources ◽  
Partial Least Square ◽  
Least Square ◽  
Primary Data ◽  
Executive Board ◽  
Utilization Of Services ◽  
The Village

Factors of low quality of human resources that have an impact on the management of organization and business; members of the cooperate are generally small people, so it's pretty hard to empower them; the low participation of members that is visible from the small amount of paid-up capital of members and Member utilization of services business cooperate; the location of the cooperation tend to be less/no strategic for business; as well as the culture of the Organization cooperate that is less conducive to developing the business. This research aims to analyze the influence of cooperate knowledge, the ability of administrators, service cooperatives, cooperate interest and participation of the members of the cooperative in the cooperate against the welfare of society in Jembrana Regency, analyzed with partial least square (PLS). The location of the research done in Jembrana Regency. Types of data used in this research is quantitative and qualitative. The source of the data used in this research is the primary data from the results of the questionnaire to respondents.    The results of the analysis showed that n knowledge, the ability of administrators, service quality of cooperation and interest in cooperate on the positive and significant participation of influential members of the village Jembrana Regency. Cooperate knowledge, the ability of the Executive Board, and the Ministry of cooperatives was not significant effect against the welfare of society, while the interest and participation of the members of the cooperative in the village of positive and significant effect against community welfare in Jembrana Regency. The participation of members of the cooperative in the village mediated significantly influences the ability of the Executive Board, the Ministry of cooperation and interest in cooperate  against the welfare of the community, but the influence of perkoperasian knowledge against the welfare of society mediated by the insignificant participation of members of the cooperative in the village Jembrana Regency.

scholarly journals PENGARUH KOMUNIKASI PEMASARAN, PENGALAMAN DAN KUALITAS JASA TERHADAP CITRA DAN KEPUASAN SERTA DAMPAKNYA PADA LOYALITAS WISATAWAN NUSANTARA (SURVEI TEMPAT REKREASI AIR TERJUN DI KABUPATEN BOGOR)

2017 ◽  
Vol 13 (1) ◽  
pp. 71-85
Author(s):  
Wiwin Siswantini ◽  
Devi Ayuni ◽  
Andy Mulyana
Keyword(s):  
Service Quality ◽  
Partial Least Square ◽  
Least Square ◽  
Marketing Communications ◽  
Quality Of Services ◽  
Communication Service ◽  
Dominant Effect ◽  
Recreation Area ◽  
Recreation Service

The study aims to get an overview of marketing communications, experience and quality of services as the cause of image formation and satisfaction and its impact on loyalty of domestic tourists in the waterfall recreation area. The object of this research is waterfalls in Bogor, namely Curug Bidadari and Curug Nangka. The number of samples acceptable in this study is 50 respondents. This number is a critical sample size in the sample measurements required through SEM Partial Least Square (PLS). From the questionnaires distributed on both waterfalls, collected 114 complete questionnaires that can be processed. The data analyzed in this research using Partial Least Square (PLS) method and using Smart PLS tools. The results showed that marketing communications significantly related to the image. This shows that interesting communication will form a positive image and encourage tourists to visit. Compared with marketing communications, experience has more role in shaping the image of the place of recreation. Service quality is significantly related to image. Service quality has the most dominant effect on image over experience and communication. Service quality is significantly related to satisfaction. Service quality is not significantly related to loyalty. The image is significantly related to satisfaction. The image is not significantly related to loyalty. Although the image does not directly affect the loyalty, but the image has an indirect effect on loyalty through satisfaction. Satisfaction is significantly related to loyalty. Of all the variables that have influence on loyalty the biggest influence is the variable of respondent satisfaction, that is the promotion of this recreation place as a place of recreation.   Penelitian bertujuan untuk mendapatkan gambaran terkait komunikasi pemasaran, pengalaman dan kualitas jasa sebagai penyebab terbentuknya citra dan kepuasan serta dampaknya pada loyalitas wisatawan nusantara di tempat rekreasi air terjun. Objek penelitian ini adalah tempat wisata air terjun di Bogor, yaitu Curug Bidadari dan Curug Nangka. Jumlah sampel yang akseptabel dalam penelitian ini adalah 50 responden. Jumlah ini merupakan ukuran sampel kritis dalam pengukuran sampel yang diperlukan melalui SEM Partial Least Square (PLS). Dari kuesioner yang disebar pada kedua air terjun tersebut, terkumpul 114 kuesioner lengkap yang dapat diolah. Data yang dianalisis pada penelitian ini menggunakan metode Partial Least Square (PLS) dan menggunakan tools SmartPLS. Hasil penelitianmenunjukkan bahwa komunikasi pemasaran berhubungan signifikan terhadap citra. Hal ini menunjukkan bahwa komunikasi yang menarik akan membentuk citra yang positif dan mendorong wisatawan berkunjung. Dibandingkan dengan komunikasi pemasaran, pengalaman lebih berperan dalam membentuk citra tempat rekreasi. Kualitas jasa berhubungan signifikan terhadap citra. Kualitas jasa berpengaruh paling dominan terhadap citra dibandingkan pengalaman dan komunikasi. Kualitas jasa berhubungan signifikan terhadap kepuasan. Kualitas jasa tidak berhubungan signifikan terhadap loyalitas. Citra berhubungan signifikan terhadap kepuasan. Citra tidak berhubungan signifikan terhadap loyalitas. Walaupun secara langsung citra tidak berpengaruh terhadap loyalitas, tetapi citra berpengaruh tidak langsung terhadap loyalitas melalui kepuasan. Kepuasan berhubungan signifikan terhadap loyalitas. Dari semua variabel yang memiliki pengaruh terhadap loyalitas pengaruh terbesar adalah variabel kepuasan responden, yaitu promosi yang dilakukan tempat rekreasi ini sebagai suatu tempat rekreasi.

scholarly journals The Influence of Food Service Quality and Innovation Production on Local Product of Thailand: Study of Creative Agriculture

2020 ◽  
Vol 11 (5) ◽  
pp. 469
Author(s):  
Waleerak Sittisom ◽  
Thammarak Srimarut
Keyword(s):  
Data Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Food Service ◽  
Partial Least Square ◽  
Least Square ◽  
Raw Material ◽  
Primary Data ◽  
Local Product ◽  
Product Promotion

Creative agriculture is a vast and deep knowledge of a product from its preparation from raw material to the end consumer of the product. Hence creative agriculture deals with deep analysis, production process, and commercialization, of a product. The present study explored the relationship between food service quality, innovation in production, customers’ satisfaction, and local product promotion. Both the foodservice quality and innovation in production increase customer satisfaction and local product promotion. An increased level of customer satisfaction is also promising for the increment in local product promotion. A survey from 300 food engineers working with different food providing companies, were the respondents of the present study for the collection of primary data. Then, a statistical software, named Partial Least Square (PLS) was used for the finalization of the data analysis process. The results achieved from the data analysis were used for the accomplishment of the end results of the present study.

scholarly journals PATIENT CENTEREDNESS IN HEALTH CARE: PERSPECTIVES FROM AN EMPIRICAL INVESTIGATION

2018 ◽  
Vol 11 (8) ◽  
pp. 450
Author(s):  
Rejikumar G ◽  
Archana Ks
Keyword(s):  
Health Care ◽  
Patient Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Patient Centeredness ◽  
Personalized Health

Objectives: The objective of this study was to examine the formation of wellness perceptions and satisfaction from antecedents that explain various attributes regarding service quality perceptions about doctors by patients. The topic is of contemporary relevance as health-care firms are reengineering their competencies to deliver personalized health services to for unmatched experience to develop long-term relationships with patients.Methods: Responses from 280 patients about service quality attributes of doctors, wellness perceptions, and their satisfaction are collected using a structured questionnaire. An exploratory factor analysis was performed using SPSS. 20 to identify significant dimensions of doctor’s service quality. The theoretical model developed with these dimensions, wellness perceptions, and patient satisfaction was estimated using partial least square-based structural equation modeling approach to test hypotheses about linkages among these constructs.Results: The dimension structure of doctor’s service quality contained constructs such as “price affordability of medicines,” “quality of diagnosis,” “interaction quality of doctor,” “appropriateness of tests prescribed,” and “quality of usage prescriptions.” These service quality dimensions of doctor significantly develop wellness perceptions and satisfaction among patients. Wellness perceptions act as a mediator in satisfaction development.Conclusions: Patient satisfaction and wellness perceptions are of primary importance in improving service quality in health care and to remain competitive. The health-care firms should train their professionals to interact with the patients more efficiently by adhering to the philosophy of patient centeredness in their service process.

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

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 ◽  
Service 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

scholarly journals Internal Marketing as a Basic in Building Job Satisfaction and Service Quality in Non-Star Hotel in Denpasar

2021 ◽  
Vol 6 (2) ◽  
pp. 13-24
Author(s):  
I Gede Rihayana ◽  
Putu Pradiva Putra Salain ◽  
Putu Agus Eka Rismawan
Keyword(s):  
Job Satisfaction ◽  
Service Quality ◽  
Work Performance ◽  
Internal Marketing ◽  
Partial Least Square ◽  
Least Square ◽  
Analysis Tool ◽  
Significant Positive Effect ◽  
Lodging Services ◽  
Positive Effect

This study aims to analyze the phenomenon of competition in the field of providing hotel lodging services, where the growing development of tourism causes the growth rate of tourism accommodation such as hotels to also increase. This causes non-star hotels as one of the providers of hospitality services to also improve to face this competition by changing the system they have in order to still have an advantage over their competitors. In this study using respondents as many as 91 people with quantitative analysis and testing the research path test was carried out using the Partial Least Square (Smart PLS) 2.0 analysis tool. Based on the results of the research analysis, it was found that internal marketing had a significant positive effect on job satisfaction, job satisfaction had an insignificant positive effect on service quality, and internal marketing had a significant positive effect on service quality. The implementation of this research is to maintain and improve internal marketing by rewarding work performance, to increase job satisfaction by listening more to the suggestions given by employees, and to maintain and improve service quality by always giving personal/special attention to guests who stay and understand the special needs of staying guests. In addition, the results of this study also create a gap for further research, where the relationship between internal marketing and service quality has no significant positive effect.

scholarly journals Service quality, satisfaction and intention to use Union Digital Center in Bangladesh: The moderating effect of citizen participation

PLoS ONE ◽  
2020 ◽  
Vol 15 (12) ◽  
pp. e0244609
Author(s):  
Bikram Biswas ◽  
Sajib Kumar Roy
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Citizen Participation ◽  
Moderating Effect ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Intention To Use ◽  
Is Success

This paper examines the service quality, satisfaction and intention to use Union Digital Center (UDC) in Bangladesh: The moderating effect of citizen participation. The study intends to measure the quality of service on the basis of satisfaction by adopting citizen participation as a moderator. Theoretically this study has used DeLone & McLean Information Systems (D&M IS) Success Model. The existing studies of Bangladesh are mostly qualitative and the correlation between the quality of service, satisfaction, and desire for using UDC has not verified. This research has adopted the D&M IS model while measuring and verifying the service quality based on satisfaction and use intention. A structured questionnaire method was used and data collected from 499 respondents from 10 UDC of 10 upazila under 8 divisions in Bangladesh. Partial Least Square (PLS), a statistical method that emerged on the basis of Structure Equation Modeling (SEM), technique has been used while analyzing the data. The result of this study has showed the quality (p<0.05) of information, system and service of UDC affects citizen satisfaction effectively where the moderator of citizen participation is also significant. This paper has constructed on the basis of a model and empirical data to verify the moderating effects of citizen participation. To ensure the improvement of service quality of UDC all of the dimensions related to the quality of service should be modified, develop the administrative system and citizen should be encouraging to participate in all aspects of services.

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