scholarly journals Analisis Kepuasan Mahasiswa Universitas Muhammadiyah Pontianak Terhadap Produk Tabungan Syariah Mandiri Pada Bank Syariah Mandiri (BSM) Cabang Pontianak

2015 ◽  
Vol 10 (2) ◽  
pp. 303
Author(s):  
Devi Yasmin ◽  
Khalid Muhajir
Keyword(s):  
Quality Of Service ◽  
Consumer Satisfaction ◽  
Average Rate ◽  
Satisfaction Level ◽  
Physical Evidence ◽  
Fifth Dimension ◽  
Level Of Satisfaction ◽  
The University ◽  
Level Of Importance

The purpose of this study was to determine the level of satisfaction of the students at the University of Muhammadiyah Pontianak Savings products Syariah Mandiri Bank Syariah Mandiri (BSM) Branch Pontianak. This study is a descriptive study, with the entire student population of the University of Muhammadiyah Pontianak ever open a savings account at Bank Syariah Mandiri Syariah Mandiri (BSM) Pontianak in 2013 was 2,225 people. Sampling using purposive sampling, which each faculty will be represented by 20 respondents, so the total respondents were 120 people. Data were collected through questionnaires and documents of the company. Research variable is the variable quality of service consisting of reliability (reliability), responsiveness (responsiveness), assurance (assurance), empathy (empathy), and tangibles (physical evidence / real). Analyzer used in this research is importance performance analysis using Cartesian diagram. The results of this study indicate level of the average consumer satisfaction obtained X = 4.73 and the average rate of interest is Y = 4.07 which means that the average level of customer satisfaction is above the level of importance so overall the respondents are satisfied with the quality of service services provided by the Bank Syariah Mandiri Branch Pontianak. While the overall attributes associated with the fifth dimension is defined satisfaction level is above derive maximum satisfaction level, which is satisfied, except for some attributes such as queuing system at Bank Syariah Mandiri regular and attributes There are a large parking area and regularly at Bank Syariah Mandiri.

scholarly journals Teller Service Satisfaction Level Analysis at BNI Undaan Surabaya Branch

2021 ◽  
Vol 21 (1) ◽  
pp. 20-25
Author(s):  
Ahmad Ali Mahmud ◽  
Elok Damayanti
Keyword(s):  
Quality Of Service ◽  
Gap Analysis ◽  
Average Score ◽  
Satisfaction Level ◽  
Analysis Method ◽  
Research Subjects ◽  
Physical Evidence ◽  
Level Of Satisfaction ◽  
Level Analysis

This study aims to find out the analysis of the level of satisfaction of teller services at BNI Undaan Surabaya Branch by using the research dimension consisting of tangible (physical evidence), reliability (reliability), responsiveness (responsiveness), assurance (guarantee) and empathy (empathy). This research is a research that uses the approach qualitative, the technique used in this research is the method of questionnaires and data collection techniques through google form. Then using the  gap analysis method and managed to find the gap score is - 0.48  with an average score of  -0.096. The research subjects used were customers at BNI Undaan Surabaya Branch which amounted to 50 people.  The results showed from 50 respondents known analysis of the quality of teller services to customers at BNI Undaan Surabaya Branch with a Very Dissatisfied attitude of 0%, Dissatisfied 0%, Dissatisfied 0%, Satisfied 9.6% and Very Satisfied 90.4%. Based on the results of the research can be interpreted the quality of service provided by the teller at BNI Undaan Surabaya Branch is Very Satisfied.

scholarly journals FAKTOR- FAKTOR YANG MEMPENGARUHI TINGKAT KEPUASAN PASIEN RAWAT INAP DI RUMAH SAKIT

2021 ◽  
Vol 9 (1) ◽  
pp. 46-53
Author(s):  
Winda Lestari ◽  
Ichsan Rizany ◽  
Herry Setiawan
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
Journal Article ◽  
Professional Service ◽  
Satisfaction Level ◽  
Journal Articles ◽  
Care Services ◽  
Level Of Satisfaction ◽  
Degree Of Satisfaction

  ABSTRACT The low quality of service so that the level of patient satisfaction has not met the minimum service criteria, namely 95% which is influenced by several factors so that the degree of satisfaction is still low.Objective: to find out the factors that influence the satisfaction level of swamp patients in hospitalMethods: This study uses a literature review, from two electronic databases; Google Scholar and Garuda in the period 2010-2020 found ten literatures that match keywords.Results: The results of data synthesis in 10 journal articles 5 journal articles stated that the level of patient satisfaction was low due to ineffective communication, 4 journal articles stated that the level of satisfaction was low because of the quality of service, and 1 journal article stated that the level of patient satisfaction was low due to official scheduling.Discussion: Patient satisfaction with the quality of service provided by nursing personnel to clients while receiving hospital care, services, and nursing care received by patients is a form of professional service that can increase inpatient satisfaction and improve the quality of health services. Keywords: Patient, Hospitalization, Satisfaction Level.

scholarly journals ANALISIS PENGARUH KUALITAS PRODUK DAN PELAYANAN TERDAHAP KEPUASAN KONSUMEN MENGGUNAKAN METODE IMPORTANCE PERFORMANCE ANALYSIS DI TWISSTERDOG DENPASAR

2018 ◽  
Vol 6 (3) ◽  
pp. 259
Author(s):  
I.G.A Devika Inten A ◽  
Amna Hartiati ◽  
Cokorda Anom Bayu Sadyasmara
Keyword(s):  
Quality Of Service ◽  
Performance Analysis ◽  
Customer Satisfaction ◽  
Product Quality ◽  
Food Presentation ◽  
Satisfaction Level ◽  
Consumer Interest ◽  
Level Of Satisfaction ◽  
Parking Facilities

This study aims to determine the attributes that are considered important by consumers to achieve customer satisfaction, determine the level of performance in Twissterdog, know the level of satisfaction or level of consumer suitability of products and services in Twissterdog, and determine the attributes that need to get priority from the company to achievement of customer satisfaction. This research was conducted in Twissterdog with the sample used was 97 respondents by using purposive and accidental sampling method. Data obtained from the questionnaire distribution were analyzed by Importance Performance Analysis method. The result of research shows that attribute with highest level of customer satisfaction on product quality is clarity of name and logo of company with satisfaction level 222%, attribute with lowest satisfaction level is price match with consumer interest, food presentation and price match with product quality with satisfaction level equal to 80.84%. Attributes with the highest level of customer satisfaction on the quality of service is the hospitality of the waiter and the courtesy of the waiter with a satisfaction level of 218%. Attribute with the lowest level of customer satisfaction on the quality of service is the convenience of café with a satisfaction level of 43%. Attributes that should be prioritized on product quality are price conformity with consumer interest, food presentation and price conformity with product quality. The attributes that must be prioritized on the quality of service is the ease of reaching the location, the cleanliness of the cafe, the availability of parking facilities and the convenience of the cafe. Keywords : Customer satisfaction, Importance Performance Analysis, Twissterdog.

scholarly journals Metode Fuzzy Servqual Dalam Mengukur Kepuasan Pasien Terhadap Kualitas Layanan BPJS Kesehatan

2018 ◽  
Vol 5 (1) ◽  
pp. 90-101
Author(s):  
Entin Sutinah ◽  
Odilia Rosdiana Simamora
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
Health Services ◽  
Service Quality ◽  
General Hospital ◽  
Five Dimensions ◽  
Physical Evidence ◽  
Level Of Satisfaction ◽  
Improve Service Quality

Abstrak Kurangnya kualitas pelayanan menjadi salah satu kendala terhadap tingkat kepuasan pasien. Pihak rumah sakit juga sering kali kesulitan dalam mengukur kualitas pelayanannya. Tujuan penelitian ini adalah untuk mengetahui tingkat kepuasan pasien yang menggunakan layanan BPJS Kesehatan di Rumah Sakit Umum Daerah Dr. H. Kumpulan Pane. Pengukuran kualitas pelayanan dilakukan dengan metode Fuzzy servqual. Kualitas pelayanan menggunakan lima dimensi yang terdapat dalam servqual yaitu tangibles (bukti fisik), reliability (keandalan), responsiveness (daya tanggap), assurance (jaminan), emphaty (empati). Hasil penelitian ini menunjukkan bahwa nilai gap dari kelima dimensi memiliki nilai negatif. Yang artinya kualitas pelayanan di dapatkan belum sesuai dengan yang diharapkan oleh pasien BPJS Kesehatan. Nilai gap tertinggi adalah dimensi emphaty (empati) dengan nilai gap sebesar 0.15 dan nilai gap terendah adalah dimensi tangibles (bukti fisik) dengan nilai gap 0.49. dengan demikian dapat diketahui bahwa dimensi tangibles (bukti fisik) ini yang menjadi perhatian untuk dapat meningkatkan kualitas pelayanan. Kata Kunci : Fuzzy, Kepuasan, Pelayanan, Servqual Abstract Lack of quality of service becomes one of the obstacles to the level of patient satisfaction. The hospital is also often difficult to measure the quality of service. The purpose of this study is to determine the level of satisfaction of patients who use BPJS Health services in the Regional General Hospital Dr. H. Collection Pane. Measurement of service quality is done by Fuzzy servqual method. Service quality uses the five dimensions contained in the servqual are tangibles (physical evidence), reliability, responseiveness, assurance, empathy. The results of this study indicate that the gap value of the five dimensions has a negative value. Which means the quality of service is not in accordance with the expected by the patient BPJS Health. The highest gap value is the empathy dimension with the gap value of 0.15 and the lowest gap is the dimension of tangibles (physical proof) with the gap value of 0.49. thus it can be seen that the dimensions of tangibles (physical evidence) is of concern to improve service quality. Keywords: Fuzzy, Satisfaction, Service, Servqual

scholarly journals Analisis Tingkat Kepuasan Konsumen Berdasarkan Kualitas Pelayanan pada Pengunjung Objek Wisata Pantai Pulau Merah Kabupaten Banyuwangi

2018 ◽  
Vol 5 (2) ◽  
pp. 189
Author(s):  
Mohamad Jajang I ◽  
Diah Yulisetiarini ◽  
Hadi P
Keyword(s):  
Consumer Satisfaction ◽  
Sampling Method ◽  
Quality Of Services ◽  
Rank Test ◽  
Physical Evidence ◽  
Level Of Satisfaction ◽  
Signed Rank ◽  
Wilcoxon Signed Rank Test ◽  
Signed Rank Test

This article aim to anayze the level of satisfaction of customer on the quality of services that includes physical evidence, dependability, responsiveness, assurance, and empathy on subjects tourist Red Island Beach. The population in this research was visitors of The Red Island Beach. Sampling method used was non-probability sampling namely purposive sampling with the number of respondents as much as 108 people. Variables used the quality of services. The analysis methode uses Service Quality (SERVQUAL).The results demonstrates  that 1) physical evidence has eight indicator which all indicators showed satisfaction visitors of Red Island Beach.2) dependability indicator having two roomates they showed satisfaction visitors of Red Island Beach. 3) responsiveness indicator having two roomates they showed satisfaction visitors of Red Island Beach. 4) assurance indicator having two roomates they showed satisfaction visitors of Red Island Beach .5) empathy have five indicator roomates showed satisfaction reviews those five visitors of coastal islands red. Keyword: Consumer Satisfaction, Quality of Service, Servqual, Wilcoxon Signed Rank Test. 

scholarly journals PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN KONSUMEN MENGGUNAKAN JASA “RUMAH LAUNDRY” DI KECAMATAN PALU SELATAN

2015 ◽  
Vol 1 (1) ◽  
pp. 71-84
Author(s):  
Vera Ningsih ◽  
Rosida P Adam ◽  
Yobert Kornelius
Keyword(s):  
Quality Of Service ◽  
Consumer Satisfaction ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
Multiple Linear Regressions ◽  
Purposive Sampling ◽  
Physical Evidence ◽  
Linear Regressions

The purpose of this study is to determine the influence of quality of service that consists of physical evidence  (X1),  empathy  (X2),  reliability  (X3), responsiveness  (X4)  and  assurance  (X5)  on  consumer satisfaction using  services  "Home  Laundry" in  South  Palu  Sub-district,  both simultaneously  and partially. The type of study is causal-descriptive. The population consists of all consumers who use the services  of  "Home Laundry"  in  South  Palu  Sub-district.  Sampling  technique  is  purposive sampling with a sample size of 60 people. The analytical tool is multiple linear regressions analysis. Based on the results of multiple linear regression analysis show that the quality of service consists of physical evidence (X1), empathy (X2), reliability (X3), responsiveness (X4) and assurance (X5) simultaneously have  significant  influence  on  consumers’ satisfaction  in  using  the  services  of  "Home  Laundry"  in South Palu, with significant values of 0.000> 0.05. Partial test finds that the quality of service consists of  physical  evidence  (X1)  =  0.011,  empathy  (X2)  = 0.001,  reliability  (X3)  =  0.001,  responsiveness (X4) = 0.000 and assurance (X5) = 0.010 significantly have partial influence on customer satisfaction in using the services of "Home Laundry" in South Palu Sub-district. Tujuan dari  penelitian  ini adalah  untuk  mengetahui  pengaruh  kualitas pelayanan  yang  terdiri  dari bukti  fisik  (X1),  empati  (X2),  reliabilitas (X3),  responsiveness  (X4)  dan  assurance  (X5) terhadap kepuasan konsumen  dengan  menggunakan  layanan  "Rumah  Laundry  "di Kecamatan  Palu  Selatan, baik  secara  simultan  maupun  parsial.  Jenis penelitiannya  bersifat  kausal-deskriptif.  Populasi  terdiri dari  semua konsumen  yang  menggunakan  layanan  "Binatu  Rumah"  di Kecamatan  Palu  Selatan. Teknik  pengambilan  sampel  adalah purposive  sampling  dengan  ukuran  sampel  60  orang.  Alat analisisnya  adalah  analisis  regresi  linier  berganda.  Berdasarkan  hasil analisis  regresi  linier  berganda menunjukkan  bahwa  kualitas pelayanan  terdiri  dari  bukti  fisik  (X1),  empati  (X2),  reliabilitas  (X3), daya  tanggap  (X4)  dan  jaminan  (X5)  secara  simultan  berpengaruh signifikan  terhadap  kepuasan konsumen  dalam  menggunakan layanan  di  Rumah  Laundry  di  Palu  Selatan,  dengan  nilai  signifikan 0,000> 0,05.  Uji  parsial  menemukan  bahwa  kualitas  layanan  terdiri  dari bukti  fisik  (X1)  =  0,011, empati (X2) = 0,001, reliabilitas (X3) = 0,001, responsiveness (X4) = 0,000 dan jaminan (X5) = 0,010 berpengaruh secara  signifikan  terhadap  kepuasan  pelanggan  dalam menggunakan layanan  "Rumah Laundry" di Kecamatan Palu Selatan

scholarly journals Metode Fuzzy Servqual Dalam Mengukur Kepuasan Pasien Terhadap Kualitas Layanan BPJS Kesehatan

2018 ◽  
Vol 5 (1) ◽  
pp. 90-101 ◽  
Author(s):  
Entin Sutinah ◽  
Odilia Rosdiana Simamora
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
Health Services ◽  
Service Quality ◽  
General Hospital ◽  
Five Dimensions ◽  
Physical Evidence ◽  
Level Of Satisfaction ◽  
Improve Service Quality

Abstrak Kurangnya kualitas pelayanan menjadi salah satu kendala terhadap tingkat kepuasan pasien. Pihak rumah sakit juga sering kali kesulitan dalam mengukur kualitas pelayanannya. Tujuan penelitian ini adalah untuk mengetahui tingkat kepuasan pasien yang menggunakan layanan BPJS Kesehatan di Rumah Sakit Umum Daerah Dr. H. Kumpulan Pane. Pengukuran kualitas pelayanan dilakukan dengan metode Fuzzy servqual. Kualitas pelayanan menggunakan lima dimensi yang terdapat dalam servqual yaitu tangibles (bukti fisik), reliability (keandalan), responsiveness (daya tanggap), assurance (jaminan), emphaty (empati). Hasil penelitian ini menunjukkan bahwa nilai gap dari kelima dimensi memiliki nilai negatif. Yang artinya kualitas pelayanan di dapatkan belum sesuai dengan yang diharapkan oleh pasien BPJS Kesehatan. Nilai gap tertinggi adalah dimensi emphaty (empati) dengan nilai gap sebesar 0.15 dan nilai gap terendah adalah dimensi tangibles (bukti fisik) dengan nilai gap 0.49. dengan demikian dapat diketahui bahwa dimensi tangibles (bukti fisik) ini yang menjadi perhatian untuk dapat meningkatkan kualitas pelayanan. Kata Kunci : Fuzzy, Kepuasan, Pelayanan, Servqual Abstract Lack of quality of service becomes one of the obstacles to the level of patient satisfaction. The hospital is also often difficult to measure the quality of service. The purpose of this study is to determine the level of satisfaction of patients who use BPJS Health services in the Regional General Hospital Dr. H. Collection Pane. Measurement of service quality is done by Fuzzy servqual method. Service quality uses the five dimensions contained in the servqual are tangibles (physical evidence), reliability, responseiveness, assurance, empathy. The results of this study indicate that the gap value of the five dimensions has a negative value. Which means the quality of service is not in accordance with the expected by the patient BPJS Health. The highest gap value is the empathy dimension with the gap value of 0.15 and the lowest gap is the dimension of tangibles (physical proof) with the gap value of 0.49. thus it can be seen that the dimensions of tangibles (physical evidence) is of concern to improve service quality. Keywords: Fuzzy, Satisfaction, Service, Servqual

scholarly journals Effect of Service Quality on Consumer Satisfaction at the Jakarta Claim Center Division Pt. Wahana Tata Insurance

2021 ◽  
Vol 04 (09) ◽  
Author(s):  
Hero Wirasmara Kusuma ◽  
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Consumer Satisfaction ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Independent Variables ◽  
Physical Evidence ◽  
Insurance Data ◽  
Positive Effect

This study aims to determine the significant positive effect simultaneously and partially between the independent variables: the quality of service consisting of physical evidence, reliability, responsiveness, assurance, and empathy for the dependent variable, namely customer satisfaction at the Jakarta Claim Center Division of PT. Wahana Tata Insurance. System. The sample in this study was 100 consumers in the Jakarta Claim Center Division of PT. Wahana Tata Insurance. Furthermore, the sampling technique used in this study is "Simple Random Sampling" for respondents who are currently carrying out the process of filing claims at the JCC Division of PT. Wahana Tata Insurance. Data collection was done by using a questionnaire technique. Simultaneous research results quality of service (physical evidence, reliability, responsiveness, assurance, and empathy) have a positive, solid, and significant effect on customer satisfaction. Partially, physical evidence, reliability, responsiveness, and empathy have a positive, relatively strong, and significant effect on customer satisfaction at the Jakarta Claim Center Division of PT. Wahana Tata Insurance.

scholarly journals SERVICE QUALITY ANALYSIS OF ARGO PARAHYANGAN TRAIN AS A TOOL FOR IMPROVING THE SERVICE

2018 ◽  
Author(s):  
Rorim Panday
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Services Quality ◽  
Descriptive Analysis ◽  
Quality Analysis ◽  
Passenger Satisfaction ◽  
Level Of Satisfaction ◽  
Train Services ◽  
Level Of Importance

Argo Parahyangan train is executive train for Jakarta-Bandung route, can be reached in 3 hours, with comfortable sitting in air condition compartment. This train becomes a favorite by executives. But the service of Argo Parahyangan is through decrease in quality of service. It can be known, because heard many complain about the service. This research is done by related to the variables of service quality at the train. Services quality cover three area that are service at ticket window, service at station and service in compartment. 18 variables have just identified. By 100 respondents’s passenger as randomly, it got data using questionnaire. The opinion related to level of importance variables and level of service quality variables. In analyzing the data used multi variate method and descriptive analysis. The result as follow : (1) The quality of service is in range badly to good enough, (2)The quality of service is not meet the passenger expectation, (3) The level of passenger satisfaction (average ) is 70,90 %, and (4) Only 4 variables that significant influence to level of satisfaction, are : X1 - Accurateness of time travel, X3 - Service at ticket window, X11- Temperature in compartment, X12- Cleanness in compartment.

Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Tabungan Britama Pada Bank BRI Cabang Fatmawati

Liquidity ◽  
2018 ◽  
Vol 1 (1) ◽  
pp. 72-80
Author(s):  
Viva Faronika ◽  
Asriyal Asriyal
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Acceptable Level ◽  
Level Of Service ◽  
Level Of Satisfaction ◽  
Service Policies ◽  
Improve Service Quality ◽  
Relationship Of

If the customer is greater than acceptable level of service, the cutomer is not satisfied. Conversely, if an acceptable level of service greater than the expectations of customers, the customer will be satisfied. This means that if Bank BRI branch Fatmawati can improve service quality to its customer it will affect the level of satisfaction. In this research found evidence that, in terms of the creation of quality services, Bank BRI branch Fatmawati is one of the branches that participate to implement the established policies and service in accordance with the exiting service standard in the banking world. Amount of influence the determination of quality of service policies applied by the Bank BRI branch Fatmawati indicated by r2. r2 value only 45 % and the rest 55 % influenced by other variables not studied. Meanwhile, the variable relationship of service quality to customer satisfaction can be seen from the values r = 0,67. This shows the value of the correlation coefficient between the variables of service quality to customer satisfaction. This means there are strong relationships between the independent variable X (quality of service) to the dependent variable Y (customer satisfaction). Since r = 0,67 (67 %) greater then 50 %.

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