scholarly journals The Effect of Competence, Price and Quality Of Service to The Satisfaction of Students

2020 ◽  
Vol 10 (1) ◽  
pp. 60-65
Author(s):  
Moh. Saiful Bahri
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Student Satisfaction ◽  
Significant Influence ◽  
Study Program ◽  
Number Of Factors ◽  
Management Students ◽  
Educational Staff ◽  
Research Analysis

The number of factors that can affect satisfaction, researchers try to see from the aspects of competence possessed by lecturers, educational staff, prices or costs to be borne by students and service quality. This research was conducted in the Management Study Program of the Faculty of Economics, University of Panca Marga Probolinggo with a sample of 100 management students from a total number of management students of 1000. The purpose of this study was to determine whether there was a significant influence between competence, price and quality of service on student satisfaction. Based on the results of research analysis shows that competence, price and service quality together have a significant effect on student satisfaction, where the magnitude of F is 19,060 with a sig level of 0,000. Whereas the results of the research analysis partially showed that the coefficient t of the competency variable, -0.201, proved that competence had no partial effect on student satisfaction with a sig value of 0.841. The coefficient t of the price variable, 2.609, proves that prices affect student satisfaction. If the price is raised and followed by an increase in service it will increase student satisfaction. So partially the price has a significant effect on student satisfaction. The coefficient of service quality t arithmetic which is 5,531 with sig 0,000 means that partially the quality of service has a significant influence on student satisfaction, while the quality of service provides the greatest influence on student satisfaction.

scholarly journals Faktor-Faktor yang Mempengaruhi Kepuasan Mahasiswa pada Universitas Bina Nusantara

2012 ◽  
Vol 3 (1) ◽  
pp. 563 ◽  
Author(s):  
Reina Reina
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Student Satisfaction ◽  
Significant Influence ◽  
Research Methodology ◽  
Correlation Effects ◽  
Five Dimensions ◽  
Independent Variables

This study aims to determine the factors that influence student satisfaction of service quality. The research methodology used correlation effects of independent variables, namely the factors of service quality; reliability, responsiveness, assurance, empathy, and tangibles against the dependent variable, the satisfaction of students. The results showed that the five dimensions of service quality is significant influence on student satisfaction. BINUS University needs to improve the quality of service to increase the level of student satisfaction.

scholarly journals Servive Quality on Education Institution: Satisfaction Index and IPA (Case Study on Accounting Department of State Polytechnic of Malang)

2019 ◽  
Vol 3 (4) ◽  
pp. 549
Author(s):  
Sumiadji . ◽  
Futuh Handoyo ◽  
Fita Setiati
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Student Satisfaction ◽  
Descriptive Analysis ◽  
Education Institution ◽  
Two Dimensions ◽  
Study Program ◽  
Five Dimensions ◽  
Satisfaction Index

The purpose of this study was to determine the level of student satisfaction towards the quality of service provided by the Accounting Department, State Polytechnic of Malang (Polinema), by comparing the actual service delivered by the institution to the one expected by the students. Respondents as samples were determined proportionally for each study program and class of as many as 100 students. The questionnaire was randomly given to respondents to obtain a response to service quality consisting of 5 (five) dimensions, namely tangible, reliability, responsiveness, assurance and empathy. Data analysis was descriptive analysis prosiding from descriping the data in term of the mean and frequency, and than measuring student satisfaction index and ending up with determining the service quality using importance-performance analysis (IPA). The results showed that  most respondents were DIV Management Accounting study program students, of whom the majority were female. The frequency of the students response for the quality of the received service fell into the catagory of very satisfying, which means that, in general, the quality of service received by students was very satisfying. There were found two dimensions in quadrant A where two forms of service quality must be improved immediately, four dimensions in quadrant B where six forms of service quality must be maintained, and all dimensions in quadrant D where eight forms of service quality in the short term may be ignored.

PENGARUH KUALITAS PELAYANAN DAN PROMOSI TERHADAP PERLUASAN PANGSA PASAR PRODUK DANA TALANGAN HAJI DI BANK SYARIAH MANDIRI KCP UJUNGBERUNG DAN KCP RANCAEKEK BANDUNG

2018 ◽  
Vol 2 (1) ◽  
pp. 1-15
Author(s):  
Intan Nurrachmi
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Market Share ◽  
Significant Influence ◽  
Strong Correlation ◽  
T Test ◽  
Market Expansion ◽  
Difference Constraints ◽  
Branch Office

This study departs from the hajj bailout financing facility which is a booming product because of the customer's interest, but in this case there is a difference in the target achievement between Bank Syariah Mandiri (BSM) Ujungberung KCP which is less successful in improving the hajj bailout products while the Rancaekek KCP is very superior in one consolidation Ahmad Yani Branch Office Bandung. This is what is interesting for researchers to carry out this research, the difference constraints include service quality and promotion factors. This phenomenon raises problems that must be examined, namely how the influence of service quality and promotion of market share expansion products hajj bailouts at Bank Syariah Mandiri KCP Ujungberung and KCP Rancaekek Bandung. This study aims academically to contribute in the study of Islamic economics in worksheets, especially the quality of service and promotion of market share expansion and practically expected to be able to provide input to all employees of BSM KCP Ujungberung regarding the quality of service and promotion of market expansion of bailout products. Hajj that has been successfully carried out by BSM KCP Rancaekek.The conclusion of this study is that there is a significant influence of service quality on the expansion of market share by 53.3% with a strong correlation of 0.730 and through t test, where t counts at 8.245 (> t table), then H_0 is rejected and H_i is accepted. Furthermore, there is a significant influence of promotion on the expansion of market share by 30.3% with a moderate / sufficient correlation of 0.550 through t test, where t counts is 4.219 (> t table), then H_ (0) is rejected and H_i is accepted. Then there is a significant influence of service quality and promotion simultaneously to the expansion of market share by 60.6% and a strong correlation of 0.784 and through Test F, where F count is 67.023 (> F table), then 〖H〗 _ ( 0) rejected and H_i accepted.

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 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 Peran Kualitas Layanan Dalam Menciptakan Loyalitas Mahasiswa

2020 ◽  
Vol 2 (1) ◽  
pp. 10-27
Author(s):  
Dewa Nyoman Benni Kusyana ◽  
Putu Atim Purwaningrat ◽  
Milla Permata Sunny
Keyword(s):  
Higher Education ◽  
Quality Of Service ◽  
Service Quality ◽  
Student Satisfaction ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Five Dimensions ◽  
Student Loyalty ◽  
Education Service

Quality of service plays an important role in the world of education, especially higher education, although there is still debate about the position of students as customers, but it is believed that the quality of service in higher education plays an important role in ensuring the survival of a university. The purpose of this study was to determine the effect of higher education service quality on the satisfaction and loyalty of FEBP UNHI students. The model of higher education service quality used in this study is HEdPERF which consists of five dimensions namely academic aspects, non-academic aspects, reputation, access, and program issues. The sample used was 119 students from management and accounting study programs with simple random sampling technique, and the analysis technique used was path analysis. The results obtained were (1) HEdPERF had a positive but not significant effect on student loyalty, (2) HEdPERF had a positive and significant effect on student satisfaction, (3) satisfaction had a positive and significant effect on student loyalty, and (4) satisfaction mediated the effect of HEdPERF on student loyalty.

scholarly journals Improving the Services Quality of Educational Staff Based on Satisfaction and Loyalty Analysis of Nursing Students

Jurnal NERS ◽  
2017 ◽  
Vol 12 (2) ◽  
pp. 164
Author(s):  
Fresty Africia ◽  
Stefanus Supriyanto ◽  
Tiyas Kusumaningrum
Keyword(s):  
Nursing Students ◽  
Service Quality ◽  
Student Satisfaction ◽  
Perceived Quality ◽  
Educational Institutions ◽  
P Value ◽  
Student Expectations ◽  
Student Loyalty ◽  
Educational Staff

Introduction: Educational staff services play a role in determining the quality of education. Service quality is able to provide satisfaction for students. Students who were satisfied with the perceived quality will develop student loyalty to the institution. The purpose of this study was to assess the effect of educational staff service quality with the satisfaction and loyalty of nursing students so that the educational institutions as service providers are able to provide the best service and survive in the midst of competition. Method: The study was an explanative survey with a cross-sectional design. Data collection was conducted using both quantitative (questionnaires) and qualitative (Focus Group discussion/FGD) methods. This study used proportional random sampling, with 110 students as samples. The variables in this research were customer expectations, perceived quality, student satisfaction and loyalty. The data was collected by a questionnaire and analyzed by linear regression, while FGD was conducted in two different groups (students and staff’s managers). Result: The result of the study explains the influence of student expectations on the perceived quality of the educational staff with a p-value = 0,002. There was no influence of student expectation on student satisfaction with a p-value = 0,156. The influence of the perceived quality of the educational staff towards student satisfaction had a p-value = 0,000. The influence of student satisfaction on student loyalty had a p-value = 0,000. Conclusion: The fulfilment of student expectations will have a positive impact on perceived quality. Furthermore, the positively perceived quality will create student satisfaction and student loyalty towards the educational institutions. For further research, it is suggested to examine the effect of satisfaction on student complaints.

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 KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH PADA PT. BANK NEGARA INDONESIA TBK KANTOR KAS BINUANG

KINDAI ◽  
2021 ◽  
Vol 17 (1) ◽  
pp. 120-125
Author(s):  
Fajar Ari Rohan
Keyword(s):  
Quality Of Service ◽  
Quantitative Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Significant Influence ◽  
Analysis Approach ◽  
Primary Data ◽  
A Value

Abstrak : Penelitian ini bertujuan untuk mengetahui pengaruh kualitas pelayanan berpengaruh signifikan terhadap kepuasan nasabah pada PT. Bank Negara Indonesia Tbk Kantor Kas Binuang. Penulis menggolongkan penelitian ini pendekatan analisis kuantitatif untuk mengolah data primer yang diperoleh dari sampel penelitian sebanyak 100 nasabah. Hasil penelitian dapat disimpulkan bahwa terdapat pengaruh yang positif dan signifikan antara kualitas pelayanan terhadap kepuasan nasabah pada PT. Bank Negara Indonesia Tbk Kantor Kas Binuang dengan nilai Y = 1.668 + 0.626X + 0.291. Jika kualitas pelayanan semakin meningkat maka kepuasan nasabah PT. Bank Negara Indonesia Tbk Kantor Kas Binuang juga akan meningkat, sebaliknya jika kualitas pelayanan yang ada di PT. Bank Negara Indonesia Tbk Kantor Kas Binuang semakin menurun maka kepuasan nasabah juga dapat menurun.   Kata Kunci : Kualitas Pelayanan, Kepuasan Nasabah Bank   Abstract : This study aims to determine the effect of service quality has a significant effect on customer satisfaction at PT. Bank Negara Indonesia Tbk Binuang Cash Office. The author classifies this research as a quantitative analysis approach to processing primary data obtained from a research sample of 100 customers. The result of this research can be concluded that there is a positive and significant influence between service quality and customer satisfaction at PT. Bank Negara Indonesia Tbk Binuang Cash Office with a value of Y = 1.668 + 0.626X + 0.291. If the quality of service increases, the customer satisfaction of PT. Bank Negara Indonesia Tbk Binuang Cash Office will also improve, on the contrary if the quality of service available at PT. Bank Negara Indonesia Tbk Binuang Cash Office is decreasing, so customer satisfaction can also decrease.   Keywords: Service Quality, Bank Customer Satisfaction

scholarly journals THE EFFECT OF SERVICE QUALITY AND RELATIONAL EFFORTS ON TRANSACTION SATISFACTION, RELATIONAL OUTCOME AND CUSTOMER RETENTION IN RETAIL BUSINESS IN THE CITY OF BANJARMASIN

2019 ◽  
Vol 7 (10) ◽  
pp. 113-120
Author(s):  
Noor ritawaty
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Significant Influence ◽  
Services Quality ◽  
Customer Retention ◽  
Relational Satisfaction ◽  
Retail Business ◽  
Relational Outcomes ◽  
The City

ABSTRACT The study aims to analyze the influence of the services quality and relational efforts relational satisfaction, relational outcomes and retention of customers in the retail business in the city of Banjarmasin. The population in this study is the consumer supermarket in the city of Banjarmasin, such as Hypermart, Giant. Lottemart, and Ramayana Robinson. Given the respondents in this study is homogeneous, so that the sample collection technique is systematic random sampling with selected respondents must meet predetermined criteria standards. because the population is not limited to, the proportional method used to determine the number of samples as many as 200. Data analysis  using SPSS and AMOS 20.0 software. From the test results that, only 7 hypothesis  have a significant effect, namely: services Quality has significantly influence to customer satisfaction of retail transactions in Banjarmasin. Quality of service is a significant effect on the retention of retail customers in the city of Banjarmasin. Relational Efforts significant effect on satisfaction of customer transactions in Banjarmasin. Relational efforts has significant influence to outcome relational. Satisfaction transaction has significant influence to outcome relational retail customers in the city of Banjarmasin.  Transactions Satisfaction has significant effect to the customer retention of retail customers in the city of Banjarmasin. Outcome relational has significant effect on the customersretention in the city of Banjarmasin.While two other hypothesis has not significant are: Quality of service not significant effect on relational outcomes retail customers in the city of Banjarmasin. Efforts relational no significant effect on the retention of retail customers in the city of Banjarmasin.   Keywords: Service Quality, Relational Effort, Transaction Satisfaction, Relational Outcomes, Customer Retention

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