scholarly journals Pengaruh Kualitas Layanan terhadap Loyalitas Wisatawan Nusantara dengan Kepuasan Wisatawan Nusantara sebagai Variabel Intervening

2015 ◽  
Vol 5 (1) ◽  
pp. 24
Author(s):  
Eny Sulistyowati ◽  
Sobirin Maliyan
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Strong Influence ◽  
Tourism Industry ◽  
Quality Of Services ◽  
Tourist Attraction ◽  
Business World ◽  
Tourist Satisfaction

<p>In the business world, customer satisfaction is an absolute must be the goal to achieve success. Due to the achieved satisfaction of the consumers or customers will bring many benefits to manufacturers or institutions, among others, will make consumers become loyal. From the results of research conducted shows that Quality of services provided to tourists have a strong influence on the loyalty of tourists to visit the tourism objects in the area of Yogyakarta. This is evidenced by the results of the r2 of the influence of service quality to local tourists loyalty is about 22.2%. This shows if the service quality provided by the tourism industry in Yogyakarta enhanced within the region will make the travelers loyal to the tourism industry in Yogyakarta. In addition to the quality of services provided to tourist there are other factors that also have a strong influence on the tourist loyalty that tourist satisfaction factor, as evidenced by the r2 value of 15.2%. This suggests that if the tourism industry pay attention to things that could improve the satisfaction of tourists visiting the attractions in Yogyakarta, then the tourists will be eager to visit again or loyal. Meanwhile, indirectly influence the quality of service to tourists loyalty through the satisfaction of tourists who visit tourist attraction in the DIY region have only r2 values of 0.015 or 1.5%. This implies that the satisfaction of tourists is less strong loyalty of tourists who visit tourist attraction in the area of DIY.</p>

scholarly journals Service Quality and Customer Satisfaction: The Case of Star Cruise Libra, Penang.

2018 ◽  
pp. 576-586
Author(s):  
Albattat Ahmad ◽  
Al-Laymoun Mohammad ◽  
Alsardia Khaled ◽  
Mohd Shukri Ab Yajid ◽  
Abdol Ali Khatibi
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Tourism Industry ◽  
Customer Base ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Asian Pacific ◽  
Potential Customers

Quality of service is a major competitive advantage within the tourism industry and cruise liners are no exception. In recent years, the Asian-Pacific company Star Cruises has striven to strengthen and retain the loyalty of its customer base in an increasingly challenging market. This study aims to look at the interface between Star Cruises’ service quality dimensions and customer satisfaction level by analyzing data on one of its ships, the Super Star Libra, with its homeport in Penang, Malaysia. An adapted version of the SERVQUAL model was used by the researchers to evaluate the quality of service and customer satisfaction aboard the Libra, as was a questionnaire, whose instruments were developed from past studies. 102 questionnaires were given out to and collected from passengers who had ridden aboard the Super Star Libra. Results indicated that service quality dimensions such as tangibility, responsiveness, reliability, assurance, and empathy had a significant bearing on customer satisfaction. The latter also helped determine which cruise customers would prefer to spend their vacations on in the future. The outcome of this research provides useful guidelines for cruises that intend to capitalize on the quality of their service to both maintain the satisfaction of their existing customers and attract more potential customers going forward.

scholarly journals Kualitas Jasa, Harga dan Pengaruhnya Terhadap Kepuasan Pelanggan

2019 ◽  
Vol 2 (1) ◽  
pp. 10-18
Author(s):  
Edwar M Nur ◽  
Chairul Ichsan
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Service User ◽  
Market Potential ◽  
Quality Of Services ◽  
Service Users ◽  
Banda Aceh

This business emerged in response to the demands of people who wanted an efficient form of time-care business. The need for auto repair shops and car salon in one roof has increased. Therefore the market potential of this field of business is very large. The purpose of this study is to determine the effect of service quality and price simultaneously on customer satisfaction of Sehat Workshop in Banda Aceh, to know the effect of service quality partially on customer satisfaction of Sehat Workshop in Banda Aceh and to know the effect of price partially on customer satisfaction Sehat Workshop in Banda Aceh . This research was conducted at Sehat workshop branch of Banda Aceh which is located at P.Nyak Makam Street. No.167. Lambhuk Kota Banda Aceh, while the object of this study is about the quality of service and customer satisfaction using the service of Sehat Workshop Banda Aceh, with the number of respondents as many as 150 people. The results showed that the quality of services and prices together significantly affect the satisfaction of consumers Sehat Workshop in Banda Aceh, then the quality of service products from the Sehat Workshop individually significantly affect the satisfaction of consumers of service users Sehat Workshop Banda Aceh and individually prices given by Sehat Workshop individually have an effect on significantly to customer satisfaction of service user of Sehat Workshop of Banda Aceh.

scholarly journals Pengaruh Kualitas Pelayanan dan Pengemasan Daya Tarik Wisata Terhadap Keputusan Berkunjung Serta Dampaknya pada Kepuasan Wisatawan di Museum Negeri Sonobudoyo Yogyakarta

2019 ◽  
pp. 183
Author(s):  
Eryd Saputra ◽  
Ambiyar Ambiyar
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Tourist Attraction ◽  
Strategic Information ◽  
Tourist Satisfaction ◽  
State Museum ◽  
The Impact ◽  
Descriptive Method ◽  
Determine Effect

This research is conducted to determine effect of service quality and packaging of tourist attraction on visiting decisions and the impact on tourist satisfaction. This study uses a descriptive method with a quantitative approach where the results of this study are expected to provide useful strategic information in the management of the Sonobudoyo State Museum. The sample used in this study was 100 respondents taken based on the tourist population. In the discussion of this study, researchers used multiple regression analysis to determine the effect of independent variables on the dependent variable. The results of the study show simultan that there is a positive and significant influence between the variable quality of service and packaging of tourist attraction to visiting decisions and their impact on tourist satisfaction. The results of the analysis partially have the effect of variable service quality on tourist satisfaction that is not positive and significant.Keywords: Quality of Service, Packaging of Travel Attractions, Decisions Visit, Satisfaction of Travelers.

scholarly journals Analisis Kualitas Pelayanan E-KTP Menggunakan Metode Customer Satisfaction Index, Metode Service Quality, dan Importance Performance Analysis

2015 ◽  
Vol 5 (1) ◽  
pp. 117
Author(s):  
Siti Noor Hidayati ◽  
Aris Puji Prasetyo
Keyword(s):  
Quality Of Service ◽  
Performance Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Quality Of Services ◽  
Satisfaction Level ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
The Difference

<p>This study attempts to analyzed levels of customer satisfaction on the quality of service and anything in the dimensions attributes the quality of services have to be prioritized to repairing in order to increase customer satisfaction. This study uses a Customer Satisfaction Index to measure the overall level of customer satisfaction.To sort the attributes do not satisfy the customer satisfaction levels by measuring the difference in performance levels using Service Quality. Then proceed with the measure by using Importance Performance Analysis to determine the attributes that have not been satisfying the customers.  Results of this study showed that the majority of customers are satisfied with the services provided but not maximum yet. It can be seen from the results of customer satisfaction level testing using Customer Satisfaction Index (CSI) which is equal to 53,7%. Based on testing using the Service Quality attributes improvements sequence starting from the attribute assurance because it has the greatest negative value.On testing using the Importance Performance Analysist (IPA), there are 8 service attributes that go into quadrant I, which means that there are 8 attributes that unsatisfactory customers and the service is not maximum yet.</p>

scholarly journals Service Quality and Customer Satisfaction: The Case of Star Cruise Libra, Penang

2019 ◽  
pp. 851-861
Author(s):  
Albattat Ahmad ◽  
Al-Laymoun Mohammad ◽  
Alsardia Khaled ◽  
Mohd Shukri Ab Yajid ◽  
Abdol Ali Khatibi
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Tourism Industry ◽  
Customer Base ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Asian Pacific ◽  
Potential Customers

Quality of service is a major competitive advantage within the tourism industry and cruise liners are no exception. In recent years, the Asian-Pacific company Star Cruises has striven to strengthen and retain the loyalty of its customer base in an increasingly challenging market. This study aims to look at the interface between Star Cruises’ service quality dimensions and customer satisfaction level by analyzing data on one of its ships, the Super Star Libra, with its homeport in Penang, Malaysia. An adapted version of the SERVQUAL model was used by the researchers to evaluate the quality of service and customer satisfaction aboard the Libra, as was a questionnaire, whose instruments were developed from past studies. 102 questionnaires were given out to and collected from passengers who had ridden aboard the Super Star Libra. Results indicated that service quality dimensions such as tangibility, responsiveness, reliability, assurance, and empathy had a significant bearing on customer satisfaction. The latter also helped determine which cruise customers would prefer to spend their vacations on in the future. The outcome of this research provides useful guidelines for cruises that intend to capitalize on the quality of their service to both maintain the satisfaction of their existing customers and attract more potential customers going forward.

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 Service quality, customers’ satisfaction, and profitability: an empirical study of Saudi Arabian insurance sector

2018 ◽  
Vol 15 (2) ◽  
pp. 232-247 ◽  
Author(s):  
Anis Ali ◽  
Mohammad Rumzi Tausif
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Service Industry ◽  
Age Groups ◽  
Fundamental Aspect ◽  
Quality Of Services ◽  
Insurance Sector ◽  
Established Fact

Financial performance is the fundamental aspect to test the performance of the companies. The performance of insurance sector, like any other service industry, is supposed to depend significantly on customers. When it comes to customers, it is an established fact that customer satisfaction would be an important element. Customer satisfaction primarily depends on the quality of service it gets. It can be safely hypothesized that better service quality would lead to higher satisfaction, which would ultimately lead to higher profits for the company. Studies on this relationship in the insurance sector for Saudi Arabia are missing. Hence, this study aims at studying both the profitability of companies and quality of service and tries to relate it to customer satisfaction. The results are quite surprising, as the study establishes that although the qualities of services are found wanting in many areas, companies are earning good profits. A probable reason could be the statutory nature of the services. Nevertheless, this study recommends improving the quality of services and differentiating services between age groups for further improvement.

scholarly journals HUBUNGAN KUALITAS JASA TERHADAP KEPUASAN PELANGGAN PADA PT. POS INDONESIA (PERSERO) CABANG BANJARMASIN

2021 ◽  
Vol 3 (2) ◽  
pp. 47
Author(s):  
Aris Setia Noor
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Quantitative Method ◽  
Strong Influence ◽  
Direct Evidence ◽  
Independent Variables ◽  
Alpha Level ◽  
The Relationship

Tujuan dilakukannya penelitian ini adalah untuk mengetahui seberapa besar hubungan Kualitas Jasa terhadap kepuasan pelanggan pada PT. Pos Indonesia (Persero) Cabang Banjarmasin. Metode yang digunakan pada penelitian ini adalah metode kuantitatif. Variabel bebas dalam penelitian ini adalah Keandalan, Daya Tanggap, Jaminan, Empati dan Bukti Langsung. Sedangkan variabel terikatnya adalah Kepuasan Pelanggan.                                                Hasil penelitian untuk kelima variabel tersebut diketahui bahwa secara parsial dilakukan uji t dimana hasilnya ditemukan bahwa terdapat satu variabel yang tidak signifikan berpengaruh terhadap kepuasan pelanggan yaitu variabel Empati. Variabel Daya Tanggap merupakan variabel yang paling dominan berpengaruh. Sementara itu berdasarkan hasil uji F pada tingkat alpha sebesar 10% menunjukkan bahwa kelima variabel yang diteliti secara simultan berpengaruh signifikan. Determinasi (R2) adalah 0,617 atau 61,7%. Hal ini menunjukkan besarnya kontribusi yang diberikan seluruh variabel bebas terhadap variabel terikatnya. Dengan adanya  pengaruh yang positif dan kuat dari Kualitas Jasa terhadap kepuasan pelanggan pada PT. Pos Indonesia (Persero) Cabang Banjarmasin, maka hendaknya kualitas jasa terus ditingkatkan sebagai salah satu strategi perusahaan dalam upaya meningkatkan kepuasan pelanggannya.The purpose of this research is to find out how big the relationship between service quality and customer satisfaction at PT. Pos Indonesia (Persero) Banjarmasin Branch. The method used in this study is a quantitative method. The independent variables in this study are Reliability, Responsiveness, Assurance, Empathy and Direct Evidence. While the dependent variable is Customer Satisfaction.  The results of the research for the five variables are known to be partially t-tested where the results are found that there is one variable that has no significant effect on customer satisfaction, namely the Empathy variable. Responsiveness variable is the most dominant variable influencing. Meanwhile, based on the results of the F test at an alpha level of 10%, it shows that the five variables studied simultaneously have a significant effect. The determination (R2) was 0.617 or 61.7%. This shows the magnitude of the contribution given by all independent variables to the dependent variable. With the positive and strong influence of Service Quality on customer satisfaction at PT. Pos Indonesia (Persero) Banjarmasin Branch, the quality of service should continue to be improved as one of the company's strategies in an effort to increase customer satisfaction.

scholarly journals Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Pt.Bank Mandiri Republik Indonesia Unit Tanjung Siang

2020 ◽  
pp. 20-42
Author(s):  
Deddy Suhardi ◽  
Silvy Sondari Gadzali
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Quality Of Services ◽  
Level Of Service ◽  
Economic Activities ◽  
Business World ◽  
Customer Expectations ◽  
Rapid Changes

Di era globalisasi dalam kegiatan ekonomi, peranan dunia usaha khususnya dalam sektor finansial dan perbankan semakin menampakan perubahan yang sangat pesat. Dalam dunia perbankan yang menjadi sorotan utama buka hanya produk dan jasa, kualitas pelayanan merupakan bagian penting yang perlu dimiliki oleh pelaku usaha perbankan. Dalam rangka memuaskan nasabah, sebuah bank harus berusaha untuk meningkatkan kualitas harapan nasabah. Berdasarkan hasil penelitian diketahui tingkat kualitas pelayanan di PT. BMRI unit Tanjung Siang terhadap nasabahnya cukup tinggi. Tingkat kepuasan nasabah di PT. BMRI unit Tanjung Siang cukup tinggi. Namun Pengaruh kualitas pelayanan secara variabel x tunggal (parsial) terhadap kepuasan nasabah di PT. BMRI unit Tanjung Siang tidak memiliki pengaruh namun bila kualitas pelayanan digabungkan dengan variabel x (lainnya) memiliki pengaruh terhadap kepuasan nasabah.   In the era of globalization in economic activities, the role of the business world, especially in the financial and banking sectors, is increasingly showing rapid changes. In the banking world, which is the main focus open only to products and services, the quality of services is an important part that needs to be owned by banking businesses. In order to satisfy customers, a bank must strive to improve the quality of customer expectations. Based on the results of the study note the level of service quality at at PT. Bank Mandiri Republik Indonesia (PT.BMRI) Unit Tanjungsiang for its customers is quite high. The level of customer satisfaction at at PT. Bank Mandiri Republik Indonesia (PT.BMRI) Unit Tanjungsiang is quite high. The effect of service quality is variable x single (partial) on customer satisfaction at at PT. Bank Mandiri Republik Indonesia (PT.BMRI) Unit Tanjungsiang has no influence but if service quality is combined with x (other) variables it has an influence on customer satisfaction.

scholarly journals Analisis Pengaruh Kualitas Pelayanan Badan Pertanahan Nasional (BPN) terhadap Kepuasan Masyarakat di Daerah Istimewa Yogyakarta

2014 ◽  
Vol 4 (1) ◽  
pp. 48
Author(s):  
Eny Sulistyowati
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Service ◽  
Public Service ◽  
Quality Of Services ◽  
Service Users ◽  
Business World ◽  
Perceived Performance

<p><span><em>In the business world the life of customer satisfaction is an absolute must </em><span><em>be the goal to achieve success. Due to the satisfaction of the consumer or customer </em><span><em>achieved will bring many benefits to producers or lembaga.Salah one thing that </em><span><em>consumers in the purchase consideration is the quality of services provided by the </em><span><em>National Land Agency (BPN) DIY. The level of public satisfaction/service users </em><span><em>occur after comparing reality and perceived performance or results with </em><span><em>expectations and perceptions about these services. If the same customer perceived </em><span><em>reality in the hope that customers want the satisfaction occurs, if the fact that the </em><span><em>perceived lower than desired expectations of customers, the dissatisfaction will </em><span><em>occur and if accepted the fact that a higher than desired expectations of customers </em><span><em>then they will feel very satisfied. To measure customer satisfaction can one use that </em><span><em>service quality can be measured with variable responsiveness, assurance, tangible, </em><span><em>empathy, and reliability. </em></span></span></span></span></span></span></span></span></span></span></span></span></span><em>From the results it was found that five variables research customer service has </em><em>almost the same value yanh (average less than 1) the expected service with </em><em>perceived service. This suggests that public service users BPN had enough </em><em>satisfaction.</em></p>

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