scholarly journals Faktor-Faktor Dominan Kualitas Pelayanan Pramusaji Yang Mempengaruhi Kepuasan Tamu Di Restoran Pondok Bebek, Hotel Arbor Biz

2020 ◽  
Vol 2 (1) ◽  
Author(s):  
Anggun Sari Sasmita ◽  
Nila Sartika Achmadi ◽  
Rafika Hayati
Keyword(s):  
Data Collection ◽  
Service Quality ◽  
Dominant Factor ◽  
Five Dimensions ◽  
Average Value ◽  
The Third ◽  
A Value ◽  
Guest Satisfaction

<div><p><strong><em>ABSTRACT</em></strong></p><p><strong><em> </em></strong></p><p><em>This study describes the dominant factors in the quality of waiter service that affect guest satisfaction at Pondok Bebek Restaurant. Data collection uses a questionnaire that measures the five dimensions of waiter service quality which consists of tangibles, reliability, responsiveness, assurance, and empathy dimensions to 86 duck cottage restaurant guests. Data obtained from the questionnaire results were processed by determining the average value. The results of this study indicate the five variables of guest satisfaction greatly influence the satisfaction of guests in the duck cottage restaurant. Whereas the most dominant factor affecting guest satisfaction in this restaurant is Responsiveness or responsiveness with a value of 992. The results of the first indicator which is providing information about food promos are at a score of 329, the second indicator is an explanation of the menu at a score of 336, the third indicator is employees able to answer questions about restaurants is at a score of 327.</em></p><p><strong><em>Keywords</em></strong><em>: Restaurant, Service quality, Guest satisfaction.</em></p><p> </p><p><strong>ABSTRAK</strong></p><p><strong> </strong></p><p>Penelitian ini menguraikan faktor dominan kualitas pelayanan pramusaji yang mempengaruhi kepuasan tamu pada Restoran Pondok Bebek. Pengumpulan data menggunakan angket yang mengukur dengan lima dimensi kualitas pelayanan pramusajiyang terdiri atas dimensi tangibles, reliability, responsiveness, assurance, dan empathy kepada 86 tamu restoran pondok bebek. Data yang didapatkan dari hasil angket diolah dengan menentukan nilai rata-rata.. Hasil dari penelitian ini menunjukkan kelima variabel kepuasan tamu sangat berpengaruh terhadap kepuasan tamu di restoran pondok bebek. Sedangkan faktor yang berpengaruh paling dominan terhadap kepuasan tamu di restoran ini adalah Responsiveness atau daya tanggap dengan nilai 992. Hasil indikator pertama yaitu memberikan informasi mengenai promo makanan berada pada skor 329, indikator kedua yaitu penjelasan mengenai menu berada pada skor 336, indikator ketiga yaitu karyawan mampu menjawab pertanyaan mengenai restoran berada pada skor 327.</p><p><strong>Kata kunci</strong>: Restoran, Kualitas pelayanan, Kepuasan tamu</p></div>

scholarly journals EFFECTIVENESS OF TWO STAY TWO STRAY LEARNING METHODS AT ISLAMIC EDUCATION (PAI) SUBJECTS TO IMPROVE LEARNING OUTCOMES OF STUDENTS OF SMK DWI PUTRI HUSADA, BOGOR CITY

2019 ◽  
Vol 3 (1) ◽  
pp. 37-44
Author(s):  
Ridwan Hadi Pratama ◽  
Hidayah Baisa
Keyword(s):  
Learning Outcomes ◽  
Student Learning Outcomes ◽  
Islamic Education ◽  
Learning Method ◽  
Average Value ◽  
The Third ◽  
A Value ◽  
Academic Year ◽  
Improve Student Learning

This research is a classroom action research, conducted collaboratively between researchers and collaborators. The purpose of this study was to improve the learning outcomes of Islamic Education (PAI) subjects in class X students using Two Stay Two Stray Learning Method (TSTS). The object of this research was students of the SMK Dwi Putri Husada in Bogor City consisting of 43 students. This research was conducted in the odd semester of the academic year 2017/2018. The results showed that the average value of PAI subjects in the first cycle obtained mastery learning outcomes of 44.19%, learning outcomes in the second cycle obtained completeness of learning outcomes by 86.04%. While in the third cycle obtained the completeness of learning outcomes of 91.4 %. the quality of learning implementation in the first cycle obtained a value of 69 and in the second cycle increased to 81. And in the third cycle increased to 90. Based on the results of the study it can be concluded that the Two Stay Two Stray learning method can improve student learning outcomes in class X in SMK Dwi Putri Husada, Bogor City. In addition, the Two Stay Two Stray learning method can increase the activity, cooperation, and courage of students in the learning process.

ANALISIS KUALITAS PELAYANAN BANQUET SECTION TERHADAP KEPUASAN TAMU THE WUJIL RESORT AND CONVENTION UNGARAN

Pringgitan ◽  
2020 ◽  
Vol 1 (02) ◽  
pp. 74-86
Author(s):  
Ndaru Prasastono ◽  
Ema Rahmawati ◽  
Sri Yulianto Fajar Pradapa
Keyword(s):  
Quality Of Service ◽  
Data Analysis ◽  
Service Quality ◽  
Literature Study ◽  
Five Dimensions ◽  
Physical Evidence ◽  
Guest Commentary ◽  
Guest Satisfaction ◽  
A Company

The aim of this research is to find out and analyze the quality of the service banquet section on the satisfaction of guests of The Wujil Resort and Convention Ungaran. The method used in this research is descriptive, with the respondent being a company or agency carrying out activities or events at The Wujil Resort and Convention Ungaran with a total of 50 representatives of these companies or agencies. Data collection techniques used were observation, guest commentary and literature study. The quality of service is influenced by five dimensions, namely reliability, responsiveness, assurance, empathy and physical evidence. While the satisfaction of guests or customers is also influenced by five dimensions: staying loyal, buying the product offered, recommending the product, being willing to pay more, and giving input. From the results of data analysis shows that respondents stated both the Banquet Section service quality and expressed agreement or satisfaction with guest or customer satisfaction. Keywords: Service Quality, Banquet Section and Guest Satisfaction

scholarly journals pengaruh kualitas pelayanan receptionist terhadap kepuasan tamu di hotel pusako bukittinggi

2018 ◽  
Vol 10 (1) ◽  
pp. 137
Author(s):  
Yandri Andika Rahmat
Keyword(s):  
Service Quality ◽  
Regression Coefficient ◽  
Simple Linear Regression ◽  
Validity And Reliability ◽  
Hotel Employees ◽  
A Value ◽  
Regression Test ◽  
Guest Satisfaction ◽  
Quantitative Descriptive

Abstract This study aims to determine the effect of the quality of receptionist services on guest satisfaction at the Pusako Hotel Bukittinggi. This type of research is quantitative descriptive with associative causal methods. The purposive sampling used as many as 93 guests who had or were staying at Pusako Bukittinggi Hotel In the period of January-June 2017, data was collected through questionnaires with a Likert scale that had been tested for validity and reliability. The results obtained from this study are as follows: 1) Service Quality of Hotel Employees is in the poor category with a percentage value (58%), 2) Guest Satisfaction is in a less satisfied Category at Pusako Bukittinggi Hotel with a percentage value (53%). 3) The results of a simple linear regression test obtained a value of Fcount 29,667 with sig. 0,000 <0,05 which means that variable X can explain Y variable significantly. Furthermore, the regression coefficient is 0.383 at a significant level of 0.000 <0.05. This means that each increase of 1 unit of service quality will increase 0.383 guest satisfaction units, and the R square value of 0.246 means that the effect of variable X on Y variable is 0.246 (24.6%) while the remaining 75.4% is influenced by other factors. So the service quality variable affects the guest satisfaction variable, so Ha is accepted. Keywords: Service Quality, Guest Satisfaction

scholarly journals Penggunaan Fuzzy Servqual Untuk Pengukuran Peningkatan Kualitas Pelayanan Pelanggan Dompet Digital

2021 ◽  
Vol 5 (2) ◽  
pp. 117
Author(s):  
Anastasia Siwi Fatma Utami ◽  
Feri Prasetyo Prasetyo
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Service Providers ◽  
Positive Impact ◽  
Quality Of Services ◽  
Five Dimensions ◽  
Satisfaction Index ◽  
A Value ◽  
Digital Wallet

Non-cash transactions are increasingly being used because they provide convenience and speed in conducting transactions. The development of technology on smartphones makes non-cash transactions can be easily used by anyone with the Digital Wallet service. There are many Digital Wallet service providers, namely, Go-Pay, Ovo, Dana and many more. With this service, it is necessary to measure customer satisfaction with the quality of services provided so that service providers know the features that are most needed by customers and strategies that must be implemented in order to continue to compete and have a positive impact on customers.This research was conducted using the Fuzzy Servqual method. The sample of this research is Bekasi City residents who use Digital Wallet services. Measurements were made based on five dimensions of service quality namely reliability, responsiveness, assurance, empathy, tangibles. The five dimensions of service quality indicate a negative gap between the service received and the service expected by the customer. While the Customer Satisfaction Index (CSI) produces a value that can be categorized into the "Satisfied" criteria.

scholarly journals Application of the Servqual method to analyze the satisfaction level of hotel services and facilities

SinkrOn ◽  
2021 ◽  
Vol 5 (2) ◽  
pp. 239-245
Author(s):  
Nur Ainun ◽  
Volvo Sihombing ◽  
Masrizal Masrizal
Keyword(s):  
Service Quality ◽  
Quality Score ◽  
Average Score ◽  
Satisfaction Level ◽  
Perceived Service Quality ◽  
A Value ◽  
Level Of Satisfaction ◽  
Guest Satisfaction ◽  
Star Classification

With so many hotels and other accommodation facilities in the city of Medan. More and more people are coming and staying and using the facilities at each hotel. Whether it's rooms, meeting room facilities, facilities to hold events, and much more are available in every hotel. Every hotel wants to give satisfaction to guests who come to use the hotel facilities and services. Likewise with SwissbeliNN hotels which have a 3 (three) star classification. Therefore, the opinions of guests and complaints given are very useful to improve the quality of hotel services. To find out, we will look at the satisfaction level of each guest. In this case, the writer applies the servqual method to see the level of guest satisfaction that has been obtained. To find out what is still lacking in the services provided. The purpose of this research is to find out the shortcomings of the hotel for the services provided to hotel visitors, as well as to fulfill the complaints of each visitor to the hotel from the results of the research carried out, with the objectives described later to be able to provide solutions to hotel leaders to fulfill the research results. obtained. The research methods carried out include collecting data directly from the hotel related to the problems that arise to be researched, literature studies, analyzing the problems to be studied based on the data collection that has been obtained, designing applications to overcome problems that arise and making it easier to find out the level of satisfaction of visitors. against managed hotels, as well as testing applications that are made to test the level of success obtained from the application being built. Based on the research conducted, the average perceived service quality score was 3.54. This score is in the somewhat unsatisfactory category when compared with the average score of service quality score which is perceived to be lower than expected. This indicates a gap. The highest average score is given to responsiveness with a value of 3.62 while the lowest score is given to the dimension of empathy with a value of 3.44.

scholarly journals Kualitas Pelayanan Staf Front Office Hotel Di Bali

2021 ◽  
Vol 10 (2) ◽  
pp. 103-114
Author(s):  
Indah Kusumarini
Keyword(s):  
Service Quality ◽  
Office Staff ◽  
Average Value ◽  
A Value ◽  
Front Office ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Japanese Tourists

This reseach was conducted by using the theory of service quality dimensions from Zeithaml-Parasuraman-Berry (1996). Data obtained by distributing 100 questionnaires to Japanese tourists on August 2019. The variable created refers to the role of the front office clerk from Bagiono (2012). Based on SPSS calculations, the accuracy of this research model is 73% at an error rate of 5%. From the results of data processing it is known that the average value of the service quality of front office staff at star hotels in Bali is 4.11 (good). But there are still indicators that are not good, that is, an indicator of Japanese language ability, with an average value of 3.23. Based on the results of exploratory factor analysis of 31 variables, found 7 factors forming the quality of front office staff services,  1) responsiveness with a value (13,916), 2) empathy (2,355), 3) reliability (1,513), 4) tangible (1,486) , 5) assurance (1.29), 6) friendly (1,220), and 7) communication (1,140).  The biggest factor influencing the satisfaction of Japanese tourists towards the quality of front office staff services is the responsiveness factor while the lowest factor is the communication factor.

scholarly journals Evaluasi kualitas layanan menggunakan metode LibQUAL+^TM pada Amikom Resource Centre Universitas Amikom Yogyakarta

2019 ◽  
Vol 1 (2) ◽  
pp. 15-28
Author(s):  
Dwiyantoro Dwiyantoro
Keyword(s):  
Data Collection ◽  
Service Quality ◽  
Information Needs ◽  
Academic Community ◽  
Quality Of Services ◽  
Good Service ◽  
Resource Center ◽  
A Value ◽  
The Ideal

Service is an important component in a library, good service will make the library can increase the level of user visits, so it is necessary to see the quality of services in the library, this is of course users who can provide an assessment of the quality in the library. Amikom Resource Center is one of the libraries that provide services to the academic community in the Amikom University in fulfilling information needs. Therefore, researchers are interested in evaluating the quality of services that exist in the Yogyakarta resource center amikom using the libqual method, in this study to see the quality of services available at Amikom Resorce Center. In this study the method used is descriptive quantitative, with data collection using questionnaires and observations, sampels in this study that amounted to 79 respondents. The results of this study, which is based on the calculation of service quality using the libqual method, found that the greatest AG gap is found in the Service of Affect dimension, which is 0.56 and the greatest SG gap is in the same dimension, Service of Affect with a value of 0.92. that the ability and attitude of librarians in serving is greater than the reality received so far, and the overall value of the dimensions of Adequacy Gap (AG) positively is 1.05, indicating that the services provided by Amikom Resousce Center have exceeded the minimum expectations of visitors. while for the total value of Superiority Gap (SG) is positive, which is 1.71, this indicates that the services provided have exceeded the ideal expectations of the users, so the users are "very satisfied" with the services they receive.

scholarly journals ANALISIS FAKTOR-FAKTOR YANG MEMPENGARUHI KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PT. PELINDO II CABANG BENGKULU.

2018 ◽  
Vol 1 (1) ◽  
pp. 1
Author(s):  
Syofian Syofian
Keyword(s):  
Quality Of Service ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Regression Equation ◽  
A Value ◽  
Effect Regression ◽  
Positive Effect ◽  
Variable Quality

This research was conducted to find out and measure the variable quality of service (tangible, reliability, responsiveness, assurance, emphaty) significantly influence customer satisfaction PT. Pelindo II Cab. Bengkulu. The method of data collection is carried out by observation and questionnaire methods. The results showed the dimensions of Tangible service quality (X1), Reability (X2), Responsiveness (X3), Assurance (X4) and Emphaty (X5), together had a positive effect. Regression equation Y = 4.721 + 0.207 X1 + 0.222 X2 + 0.182 X3 + 0.350 X4 - 0.394 X5. F test amounted to 27,221 while F table 2,31, means F-count> F-table (27,221> 2,31). The results show the quality of tangible, reability, responsiveness, assurance, and empathy services together have a positive and significant effect on the variable customer satisfaction. The t test is known to show the Tangibles Variable t count of 3.384. This value is greater than t table (3,384> 1,986). Reliability Variables t count at 3.058 this value is greater than t table (3.058> 1.986). The Responsiveness variable t counts for 1,992 this value is greater than t table (1992> 1,986). Variable Assurance t count at 6,576, this value is greater than t table (6,576> 1,986). Empathy variable has a value of t count of -7,259. This value is greater than t table (-7.259 <1,986)

scholarly journals Tingkat Kepuasan Pasien RSIA Siti Hawa dalam Upaya Peningkatan Kualitas Pelayanan Menggunakan Metode Service Quality (SERVQUAL)

2021 ◽  
pp. 148-153
Author(s):  
Rika Apriani ◽  
Gunadi Widi Nurcahyo
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Questionnaire Data ◽  
Hospital Services ◽  
Important Indicator ◽  
Five Dimensions ◽  
Physical Evidence ◽  
A Value ◽  
Excellent Service

Patient satisfaction is an important indicator in improving the quality of the hospital. RSIA Siti Hawa always tries to improve the quality of the hospital in order to provide excellent service to patients. One of the efforts made to improve the quality of the hospital is by knowing the level of patient satisfaction. The purpose of this study was to determine the extent of patient satisfaction with the Siti Hawa Hospital service so that it can assist management in evaluating and improving services to improve quality. This research was conducted using the Service Quality (SERVQUAL) method which has five dimensions, namely tangible (physical evidence), reliability (reliability), responsiveness (responsiveness), assurance (assurance) and empathy (empathy). This measurement is carried out to identify the patient's expectations and perceptions so that from the five dimensions of Service Quality, the overall service quality can be seen by looking at the value of the gap that occurs due to the mismatch between patient expectations and perceptions. The data processed in this study were questionnaire data from 30 respondents / patient. The result of this test is that the service quality of the five dimensions of service quality consisting of 14 question attributes has a positive gap value. The highest gap value is 0.47 in the 12th question attribute regarding politeness and friendliness of officers in providing services, and the lowest gap value is in the 6th attribute with a value of 0.27 regarding the timeliness of service schedules. Based on the dimensions, the order of the rank dimensions from the highest is empathy, assurance, responsiveness, tangible and reliability. Based on the results of this study, it can be concluded that the services provided by RSIA Siti Hawa to patients can be said to be good, and the results of these measurements can be used as an evaluation in improving the quality of hospital services.

scholarly journals The Analysis of the Effect of Academic Service Quality on Student Loyalty Through Student Satisfaction and Organizational Performance

2020 ◽  
Vol 3 (1) ◽  
pp. 47-53
Author(s):  
Muhammad Ajir Muzakki ◽  
Zeplin Jiwa Husada Tarigan
Keyword(s):  
Data Collection ◽  
Service Quality ◽  
Organizational Performance ◽  
Student Satisfaction ◽  
Significant Influence ◽  
A Value ◽  
Student Loyalty ◽  
Academic Service Quality ◽  
Academic Services

This research aims to analyze the significant influence of quality academic services to student loyalty with student satisfaction and organizational performance as intervening. The sample in this study as many as 40 people, data collection using questionnaires, and then analyzed with SEM PLS using smart software PLS 3.0. Based on the results of the analysis show that the quality of academic services has an effect on student loyalty with a statistical t-value of 2.532, the quality of academic services has no effect on organizational performance with a statistical value of 0.026, the quality of academic services has an effect on student satisfaction with a value of 1.988 statistics, student satisfaction has an effect on organizational performance with a t-value of 1.891, student satisfaction has no effect on student loyalty with a statistical t-value of 0.370, organizational performance influences student loyalty with a statistical T value of 8.380, student satisfaction does not mediate the effect of academic service quality with a statistical t-value of 1.201, student satisfaction does not mediate the effect of academic service quality on student loyalty with a statistical t-value of 0.319, organizational performance mediates the effect of student satisfaction on student loyalty self with a statistical t-value of 1.778, student satisfaction and organizational performance does not mediate the effect of academic service quality on student loyalty with a statistical t-value of 1.169, organizational performance does not mediate the effect of academic service quality on student loyalty with a statistical T value of 0.025.

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