scholarly journals ANALISIS KEPUASAN PELANGGAN TERHADAP KUALITAS LAYANAN OJEK ONLINE (WAKJEK) DI KOTA BATAM

2019 ◽  
Vol 1 (1) ◽  
pp. 96-121
Author(s):  
Yovan Sawir Saputra ◽  
Shinta Wahyu Hati
Keyword(s):  
Random Sampling ◽  
Consumer Satisfaction ◽  
Total Sample ◽  
Descriptive Statistics ◽  
Primary Data ◽  
Sampling Techniques ◽  
Important Research ◽  
Online Service ◽  
Average Value

This study aims to measure the level of customer satisfaction with the quality of their online service (Wakjek) in Batam city. Primary data obtained by spreading the questionnaires to consumers using Random Sampling techniques with the total sample as many as 100 respondents. The data were analyzed using descriptive statistics. Consumer satisfaction against the dimensions of quality is described in the diagram of the Importance-Performance Analysis (IPA). IPA charts indicate that service dimension items scattered on the four quadrants, namely 15 items on A quadrant which is a top priority, 7 items in quadrant B that should be preserved, the next 7 items in quadrant C which is a low priority, as well as 12 items in quadrant D is an item that is considered less important. Research results exposed that the satisfaction of services provided by taxi online Wakjek has shown the good results it can be seen from the level of conformity that is indicated by the variable Y i.e. satisfaction service. On the attributes of the performance of the average value of the variable Y indicates the number of attributes exists while 4.77 hopes the average value of the variable Y shows numbers 3.62. This means that service satisfaction felt by customers of their online Wakjek have been able to meet the expectations of their customers online Wakjek itself but there are still some items that must be repaired

scholarly journals STUDI EMPIRIS KUALITAS PELAYANAN MELALUI MODEL SERVQUAL (Service Quality) DAN IPA (Important Performance Analysis) PADA MAHASISWA JURUSAN TARBIYAH STAIN GAJAH PUTIH ACEH

2019 ◽  
Vol 3 (2) ◽  
pp. 183
Author(s):  
Farid Fauzi ◽  
Ansor Nasution
Keyword(s):  
Performance Analysis ◽  
Service Quality ◽  
Random Sampling ◽  
Simple Random Sampling ◽  
Total Sample ◽  
Primary Data ◽  
Research Approach ◽  
Low Expectations ◽  
Sequential Explanatory

Penelitian ini mengkaji kualitas pelayanan dengan menggunakan Model SERVQUAL dan IPA (Important Performance Analysis) pada Jurusan Tarbiyah STAIN Gajah Putih. Dimensi pelayanan yang digunakan yaitu : Tangibles, Reliability, Responsiveness, Assurance, Empathy. Pendekatan penelitian yang digunakan adalah Mixed Method dengan Model Sequential Explanatory, jumlah populasi dalam penelitian ini berjumlah 1576 mahasiswa dengan teknik pengambilan sampel menggunakan Simple Random Sampling menggunakan Rumus Slovin dengan jumlah sampel berjumlah 94 mahasiswa. Data yang digunakan adalah data primer dengan menggunakan Skala Likert. Berdasarkan hasil penelitian terdapat tiga atribut layanan yang mempunyai kategori yang harus mendapatkan perhatian khusus, sembilan atribut layanan yang berkategori layanan yang baik tetapi mempunyai tingkat prioritas yang rendah, sepuluh atribut layanan yang berkategori atribut layanan yang mempunyai harapan dan persepsi yang rendah serta empat atribut layanan yang mempunyai kategori kinerja yang baik  dan telah melampui harapan dari para mahasiswa. Kata Kunci : Kualitas Pelayanan, SERVQUAThis study examines the quality of service using the SERVQUAL and IPA Models (Important Performance Analysis) at the STAIN Gajah Putih Tarbiyah Department. The dimensions of the services used are: Tangibles, Reliability, Responsiveness, Assurance, Empathy. The research approach used was Mix Method with Model Sequential Explanatory, the number of population in this study amounted to 1576 students with sampling techniques using Simple Random Sampling using Slovin Formula with a total sample of 94 students. The data used are primary data using a Likert Scale. Based on the results of the study there are three service attributes that have special attention categories, nine service categories that are categorized as good but have a low priority level, ten service attribute categories that have low expectations and perceptions and four service attributes has a good performance category and has exceeded the expectations of the students.Keywords : Service Quality, SERVQUAL And IPA

scholarly journals PENGARUH KUALITAS PELAYANAN AKADEMIK TERHADAP KEPUASAN MAHASISWA (Studi pada Mahasiswa Administrasi Bisnis Universitas Telkom)

AdBispreneur ◽  
2017 ◽  
Vol 2 (2) ◽  
Author(s):  
Vinny Jennifer Rahareng ◽  
Nurnida Relawan
Keyword(s):  
Student Satisfaction ◽  
Random Sampling ◽  
Consumer Satisfaction ◽  
Linear Regression Analysis ◽  
Simple Random Sampling ◽  
Primary Data ◽  
Data Sampling ◽  
Probability Sampling ◽  
Physical Evidence

ABSTRACTThis research aims to identify  he influence of quality of academic service owned by the Prodi Administration Business toward consumer satisfaction batch 2013. This research used quantitative descriptive method. The type of data required for research is the primary data and secondary data. Sampling done by the method of probability sampling type of simple random sampling with 72 responden. Data were analyzed using descriptive analysis and multiple linear regression analysis. Based on the results of T test here are two variables that effect i.e. variable Responsivenss (responsiveness) and Tangible (physical evidence), while variable Reliability (reliability), Assurane (Assurance) and Emphaty (empathy) does not affect the satisfaction of the students. The result of this research was based on the F-test is the quality of service which consists of Reliability (reliability), the Responsivenss (responsiveness), Assurane (Assurance), Emphaty (empathy) and Tangible (physical evidence) take effect simultaneously and significantly to student satisfactionKeywords : Service quality, student satisfaction  ABSTRAKPenelitian ini bertujuan untuk mengetahui pengaruh kualitas layanan akademik yang dimiliki oleh Prodi Administrasi Bisnis terhadap kepuasan mahasisiswa angkatan 2013. Metode yang digunakan dalam penelitian ini adalah metode kuantitatif deskriptif. Jenis data yang dibutuhkan untuk penelitian adalah data primer dan data sekunder. Pengambilan sampel dilakukan dengan metode probability sampling jenis simple random sampling, dengan jumlah responden sebanyak 72 responden. Teknik analisis data menggunakan analisis deskriptif dan analisis regresi berganda.Berdasarkan hasil uji T terdapat 2 variabel yang berpegaruh yakni variabel Responsivenss (daya tanggap) dan variabel Tangible (bukti fisik), sedangkan variabel Reliability (kehandalan), Assurane (Jaminan) dan Emphaty (empati) tidak berpengaruh terhadap kepuasan mahasiswa. Hasil dari penelitian ini berdasarkan uji F adalah Kualitas Pelayanan yang terdiri dari Reliability (kehandalan) , Responsivenss (daya tanggap), Assurane (Jaminan) , Emphaty (empati) dan Tangible (bukti fisik) berpengaruh secara simultan dan signifikan terhadap kepuasan mahasiswaKata kunci : Kualitas pelayanan, kepuasan mahasiswa

scholarly journals Pengaruh Promosi Tabungan Bank Sumsel Babel Syariah Terhadap Minat Menabung Masyarakat Kota Palembang

AL-TIJARY ◽  
2018 ◽  
Vol 4 (1) ◽  
pp. 43-52
Author(s):  
Mawardi Mawardi
Keyword(s):  
Data Analysis ◽  
Random Sampling ◽  
Sampling Technique ◽  
Total Sample ◽  
Sales Promotion ◽  
Primary Data ◽  
Sampling Techniques ◽  
Regional Bank ◽  
The City

This study aims to find out how much interest in saving people in the city of Palembang, especially saving in a sharia-based regional bank, namely the Babylon Sharia Bank. This research was conducted for three months, this study used primary data by distributing questionnaires, the literature used in the form of books and journals; related, the location of the study was in the city of Palembang, the sampling technique, using random sampling techniques with a total sample of 100 respondents, data analysis using multiple linear regression.The results of this study are: Advertisements have an effect on people's saving interest, Publicity has an influence on people's saving interest, Sales promotion does not affect the interest in saving people, Personal sales also have no effect on interest in saving.

scholarly journals Perception of Adoption of Pulse Cultivation Practices by NFSM Programme Beneficiaries in Thoothukudi District of Tamil Nadu, India

2020 ◽  
pp. 77-85
Author(s):  
R. Nagarethinam ◽  
M. Anjugam
Keyword(s):  
Random Sampling ◽  
Tamil Nadu ◽  
Total Sample ◽  
Descriptive Statistics ◽  
Primary Data ◽  
Technical Knowledge ◽  
Cultivation Practices ◽  
Index Methods ◽  
Adoption Level

The present study analyzes the adoption of improved technologies under the NFSM pulses program by the beneficiaries and to assessing the farmers' perception regarding the NFSM program in the Thoothukudi district of Tamil Nadu. Thoothukudi district was selected based on the largest area covered under NFSM pulses. Five blocks in Thoothukudi district namely Kovilpatti, Gayathar, Ottaipidaram Villathikulam, and Pudhur were purposively selected. Random sampling was used to collect primary data from 25 beneficiaries in each block and to make total sample is 120. Descriptive statistics and adoption index methods were used to analyze the beneficiaries’ perception regarding NFSM programme. Results revealed that the agricultural department was the major source of knowledge on the NFSM program followed by Friends/Neighbors. It shows that this department has actively participated in spreading the benefits of the NFSM programme to the farmers. About 53.33 percent of NFSM beneficiaries fall under medium adoption level. Concerning constraints on the adoption of the NFSM programme, the beneficiaries agreed that there is a lack of technical knowledge (55%), inability to understand all the information given in the NFSM programme (56.67%), lack of training (65%), longer time taken sanction of contingent amount (92.50%) and availability of subsidy for one hectare (100%). The beneficiaries disagreed with the availability of fertilizers on time (57.50%) and received seed after sowing (75%).

ATM Withdrawal Restriction and Customer Retention: A Case with Students and Pensioners

2015 ◽  
Vol 3 (1) ◽  
Author(s):  
Rajat Deb ◽  
Anirima Datta
Keyword(s):  
Factor Analysis ◽  
Graduate Students ◽  
Financial Planning ◽  
Financial Services ◽  
Statistical Tests ◽  
Descriptive Statistics ◽  
Primary Data ◽  
Sampling Techniques ◽  
Unlimited Access ◽  
Major Factors

Objectives: The present study seeks to examine the perception of the graduate students and pensioners of some selected localities of Kolkata about the importance of ATMs as a branch surrogate, impact of the ceiling on withdrawals from ATMs, and the strategies to win over the capping for the customers as well as for the banks to retain them. Participants and Data collection: It obtained primary data from 200 respondents consisting of 140 graduate students and 60 pensioners using different non-probability sampling techniques through schedule and personal interviews. Research Methods: Different statistical tests like factor analysis, Mann Whitney U test, students t-test, regression analysis, and descriptive statistics were performed to assess support for the hypotheses. The reliability of the questions and sample adequacy test was also carried out. Through factor analysis, five major factors viz. perceptions about ATM- an avatar for banks, customers satisfaction in ATM services, customers repercussion on capping, financial planning for withdrawals, and strategies for customers to avoid charges and for banks to retain them were extracted. Results: The results of the study suggest that youth prefer to use ATMs which has become indispensable and provide diversified financial services that leads to customers satisfaction, but withdrawing now requires some planning as customers need to visit branches to avoid fees. To retain the customers the banks should encourage the use of more electronic cards and net banking, should not charge for withdrawing own funds, allow them to access even the non-home branch ATMs close to the their locality, should reduce the minimum average floor balance to enjoy free unlimited access of home bank ATMs and keep currency of higher denomination to reduce the number of transactions.

scholarly journals Consumer's characteristics of yogurt in Manado, North Sulawesi - Indonesia

2017 ◽  
Vol 42 (1) ◽  
pp. 23
Author(s):  
E. Wantasen ◽  
F. H. Elly ◽  
N. M. Santa
Keyword(s):  
Consumer Satisfaction ◽  
Nutritive Value ◽  
Dairy Product ◽  
Total Sample ◽  
Primary Data ◽  
Purchase Decision ◽  
Product Availability ◽  
North Sulawesi ◽  
Fermented Dairy ◽  
Structured Questionnaire

The objective of this study was to analyze consumer’s characteristics of yogurt as one of fermented dairy product, consumers satisfaction and factors influencing consumers purchase decision on yogurt in Manado city. The primary data were collected using structured questionnaire from a total sample of 400 consumers in Manado City. Samples were selected using the accidental sampling method with schedule (using alternating date/ day and place, respectively). Collecting data were done from July to September 2015. The result indicated that most consumers were teenagers, female students, and single persons. Consumers of yogurt in Manado City are were categorized quite satisfied with yogurt product. The product availability had to be considered by producer in order to increase consumer satisfaction. Partially, factors that significantly influencing consumer’s purchase decision in Manado were preservative content, product availability, variant flavor, product volume and additional nutritive value.

scholarly journals ANALISIS KUALITAS PELAYANAN DENGAN MENGGUNAKAN METODE FUZZY-SERVQUAL PADA KANTOR POS PUSAT KOTA PADANG

Jurnal Ecogen ◽  
2019 ◽  
Vol 2 (1) ◽  
pp. 18
Author(s):  
Widia Afriyuni ◽  
Rahmiati Rahmiati ◽  
Muthia Roza Linda
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Sampling Technique ◽  
Total Sample ◽  
Primary Data ◽  
Post Office ◽  
City Center ◽  
A Value ◽  
Analysis Technique

This study aims to analyze: (1) The level of customer satisfaction with the quality provided by the Padang City Center Post Office (2) Service attributes that need to be improved in service quality at the Padang City Center Post Office so as to improve customer satisfaction (3) Quality dimensions services that have the greatest influence on customer satisfaction at the Padang City Center Post Office. The population of this research is the Post Office customers with unknown number of respondents. The sampling technique of this study was accidental sampling technique with a total sample of 100 people. The data used is primary data. The data analysis technique uses the fuzzy-servqual method using Microsoft Excel software. The results showed that: (1) The level of consumer satisfaction is low because the overall servqual (gap) value is negative, namely -0.75 (2) There are 17 attributes that need to be improved from the 22 attributes that are tested to improve the quality of service at the Post Office Padang City Center (3) Dimensions of service quality with the biggest gap is the dimension of responsiveness with a value of -1.32.Keywords: Service Quality, fuzzy-servqual, customer satisfaction

scholarly journals Quality of Service and Brand Trust Against Decisions Using Indihome in Ciputat Area of South Tangerang

2021 ◽  
Vol 5 (1) ◽  
Author(s):  
Senen Santoso ◽  
Siswi Wulandari
Keyword(s):  
Quality Of Service ◽  
Random Sampling ◽  
Sales Promotion ◽  
Sampling Techniques ◽  
Analysis Tool ◽  
Purchase Decisions ◽  
Brand Trust ◽  
Analysis Method ◽  
Purchasing Decisions

The purpose of this study is to know the influence between sales promotion to purchase decisions, to know the influence between the quality of service to purchasing decisions, to know the influence between brand trusts on purchasing decisions. The analysis method used is multiple linear regression using SPSS 25 analysis tool. The object of the research in this study was indihome customers of Ciputat region as many as 100 people with random sampling techniques (probability sampling). The results of the analysis stated that partially sales promotion affects purchasing decisions, partially the quality of service services affects purchasing decisions and partially brand trusts affect purchasing decisions, simultaneously (sales promotion, service quality and brand trust) affect purchasing decisions. Concluded in this study is sales promotion influences the decision to use Indihome, the quality of service influences the decision to use Indihome, brand trust influences the decision to use Indihome, simultaneously the promotion of sales of services and brand trust influences the decision to use Indihome.

scholarly journals Pengaruh Pengetahuan, Kualitas Pelayanan, Produk, dan Religiusitas terhadap Minat Nasabah untuk Menggunakan Produk Simpanan pada Lembaga Keuangan Mikro Syariah

2018 ◽  
Vol 4 (02) ◽  
pp. 136
Author(s):  
Abdul Haris Romdhoni ◽  
Dita Ratna Sari
Keyword(s):  
Service Quality ◽  
Random Sampling ◽  
Quantitative Methods ◽  
Sampling Method ◽  
Primary Data ◽  
Independent Variables ◽  
Knowledge Service ◽  
Knowledge Quality ◽  
Quality Product

This study aims to examine the influence of knowledge, service quality, product, and religiosity on customers' interest in using savings products at BMT Amanah Ummah Gumpang Kartasura, Sukoharjo. In this study for independent variables are knowledge, service quality, product, and religiosity, while for the dependent variable in this study is the interest of customers using deposit products. This study uses a sample of 100 people with sampling using a random sampling method. This study uses quantitative methods and primary data using a questionnaire that must be answered by the respondent. Data analysis in this study used Multiple Linear Regression. The results of this study can be concluded based on the t test, the variables of knowledge and religiosity have an influence on the interest of customers using savings products. While service and product quality variables do not have an influence on customer interest by using deposit products. Based on the F test shows that the knowledge, quality of service, products, and religiosity simultaneously influence the interest of customers to use savings products at BMT Amanah Ummah Gumpang Kartasura, Sukoharjo.

scholarly journals PENGARUH CITRA MEREK, KUALITAS PELAYANAN DAN PERSEPSI HARGA TERHADAP KEPUASAN MAHASISWA DI UNIVERSITAS MUHAMMADIYAH TANGERANG

2019 ◽  
Vol 18 (2) ◽  
pp. 121-143
Author(s):  
Ade Indra Permana ◽  
Mulky Fauzan ◽  
Sugeng Lubar Prastowo
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Random Sampling ◽  
Brand Image ◽  
Secondary Data ◽  
Simple Random Sampling ◽  
Total Sample ◽  
Primary Data ◽  
Perceived Price ◽  
Students Satisfaction

This study aims to analyze the influence of brand image, service quality, and perceived price and its implication towards student satisfaction in Universitas Muhammadiyah Tangerang (UMT). This research is quantitative in nature. Both primary and secondary data were obtained from various source such as journals. Primary data were gathered using questionnaire which were distributed to the target respondent. The population consists of active students from Faculty of Engineering and Faculty of Economy actively studying in 2017 using a purposive sampling. Total sample of 100 students were obtained. Data were analyzed using SPSS version 23. The research found that the brand image, service quality and perceived price are affecting students satisfaction of Universitas Muhammadiyah Tangerang. Researcher suggests UMT to improve their brand image, also to improve administration services and lecturer quality. In addition UMT shall adjust their tuition costing structure to win the competition in pricingPenelitian ini bertujuan untuk menganalisis pengaruh Citra Merek, Kualitas Layanan dan Persepsi Harga Terhadap Kepuasan Mahasiswa di Universitas Muhammadiyah Tangerang (UMT). Penelitian bersifat kuantitatif dan bersifat explanatory, sedangkan teknik pengumpulan data berdasarkan kuesioner dan dokumen. Populasi penelitian ini adalah mahasiswa dari fakultas teknik dan fakultas ekonomi yang aktif berkuliah pada tahun 2017. Metode pengambilan sample menggunakan metode probability sampling dan teknik pengambilan sampel dengan menggunakan simple random sampling. Penentuan ukuran sampel menggunakan rumus Slovin dengan tingkat kesalahan 10% berjumlah 100 mahasiswa yang diambil sebagai responden. Data yang terkumpul dianalisa menggunakan SPSS versi 23. Hasil penelitian ditemukan bahwa Citra Merek, Kualitas Layanan dan Persepsi Harga secara signifikan berpengaruh terhadap Kepuasan Mahasiswa di UMT. Peneliti menyarankan UMT perlu meningkatkan citra merek, dan juga melakukan peningkatan di kualitas staf administrasi dan pengajar. Selain itu UMT perlu meninjau kembali biaya perkuliahan yang dikenakan ke mahasiswa agar dapat meningkatkan daya saing

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