scholarly journals THE INFLUENCE OF DISSATISFIED TOURISTS’ NON-BEHAVIORAL APPROACH ON OVERALL VISIT SATISFACTION: A STUDY ON MALAYSIAN DOMESTIC TOURISTS

2020 ◽  
Vol 32 (4) ◽  
pp. 1388-1393
Author(s):  
Ataul Karim PATWARY ◽  
◽  
Hamimi OMAR ◽  
Keyword(s):  
Quality Of Service ◽  
Service Industry ◽  
Quantitative Approach ◽  
Behavioral Approach ◽  
Limited Time ◽  
Satisfaction Level ◽  
Service Failures ◽  
Limited Communication

Providing good quality of service is most basic attribute of the service industry, including tourism. Complaints by tourists actually provide opportunities for destination or business to recover from the service failures, and when the complaints are handled satisfactorily, destination or business may win tourists back. Therefore, this study aims to explore how complaint constraints influence on t ourists' overall satisfaction level. In order to achieve the objectives, this study used a quantitative approach using PLS-SEM. This study revealed that overall tourists' satisfaction is influenced by limited time, unfamiliarity, limited communication, limited involvement, and positive holiday mood.

LOYALITAS PELANGGAN DITINJAU DARI KUALITAS PELAYANAN LIFESTYLE DAN TRUST (STUDI KASUS SALON JOHNNY ANDREAN THE PARK MALL)

2020 ◽  
Vol 4 (02) ◽  
Author(s):  
Devi Ayu Prihatining Tyas
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Quantitative Research ◽  
Service Industry ◽  
Research Process ◽  
Processing Technique ◽  
Purchasing Decisions ◽  
Significant Development ◽  
Beauty Salon

The service industry is currently experiencing a very significant development for example Beauty salon services. The greater the interest of consumers visiting the salon, the more rapid one's business will start a salon services business. In the research process with the aim of determining and explaining the quality of service, lifestyle, trust in Jonny Andrean's salon purchasing decisions. The sample processing technique uses accidental samples with a sample size of 100 respondents. Research using quantitative research. The analysis method uses multiple linear regression. The results of this study are the variables of service quality, lifestyle, trust together or simultaneously have a significant effect on Jonny Andrean's salon purchasing decisions. service quality, lifestyle and persial trust significantly influence purchasing decisions and explained the quality of service, lifestyle, trust 31.7%. Keywords: purchase decision, service quality, lifestyle, trust

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 EFFECT OF ACCOUNTABILITY, SERVICE QUALITY, TRUST MUZZAKKI TOWARDS MUZZAKI LOYALTY

2020 ◽  
Vol 7 (2) ◽  
pp. 6-12
Author(s):  
Jumriani Jumriani
Keyword(s):  
Quality Of Service ◽  
Data Analysis ◽  
Linear Regression ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Research Method ◽  
Quantitative Approach ◽  
Unit Of Analysis ◽  
Simultaneous Influence

Influence of accountability, quality of service, belief Muzakki on loyalty Muzzak. This research aims to discuss the influence of accountability, quality of service, trust Muzakki against Muzzaki loyalty to the institution Muzakki Management Institute Infaq (LMI) Surabaya. The research method is using a quantitative approach. The Unit of analysis in research is to use respondents Muzzaki for 100 Muzzaki in the area of Surabaya, with the research instrument using the questionnaire in the area of Surabaya, and the method of data analysis using multiple linear regression. The results showed that the simultaneous influence was positive and significant and partiality that accounting was influential towards Muzzaki loyalty, the quality of service was influential on Muzzaki loyalty, and Muzzaki's belief had an effect on Muzzaki loyalty.

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 IDENTIFIKASI NON VALUE ADDED ACTIVITY MELALUI ACTIVITY-BASED MANAGEMENT UNTUK MENINGKATKAN EFISIENSI HOTEL TRAVELLO MANADO

2013 ◽  
Vol 8 (4) ◽  
Author(s):  
Irna Prisye Daleno ◽  
David Paul Elia Saerang ◽  
Inggriani Elim
Keyword(s):  
Quality Of Service ◽  
Qualitative Data ◽  
Service Industry ◽  
Value Added ◽  
The Other ◽  
Manufacture Industry ◽  
Fierce Competition ◽  
Cost Report ◽  
The Given

Faced with the globalization era filled with fierce competition, companies must be able to improve the performance and adaptability to the existing environment to be able to continue to compete. The rivalry does not happen in manufacture industry environmentbut also in service industry, with increasing the competition in service industry especially in hotel, so Travello Hotel should create a competitive excellence. Therefore to create that excellence,  Travello Hotel should has efficiency with the way to manage the activity without cutdown the quality of service that give to customer. This method use to manage the activity, so that create this efficiency is calledActivity-Based Management.The research has done in room division of Manado Travello Hotel. The research is descriptive which analyze to all activity in room division of  Travello  Hotel and classify that activity to be value added activity and non value added activity. The value added activity will be eliminated or combined with the other activity that is similar, so that the value added non cost appear from this activity could reduced the amount. The data that used in this research is quantitative as cost report in room division in Travello Hotel tahun 2012 and the qualitative data is like tool from the Hotel.The conclusion this research is to apply the method of activity-basedManagement, Travello Hotel reduces the non value added cost so it can create afficiency without cutdown the quality of service the given from Travello Hotel to customer, with using the activity-based management,the totally of expense in room division are decreases as much as Rp. 176.226.624,08 from Rp. 3.576.508.933,00 to be Rp. 3.400.282.308,92.

scholarly journals APPLICATION OF SERVQUAL TO IMPROVE LEVEL OF INDUSTRIAL SERVICE IN SOUTH MERUYA WEST JAKARTA

ICCD ◽  
2019 ◽  
Vol 2 (1) ◽  
pp. 355-358
Author(s):  
Lien Herliani Kusumah ◽  
Sawarni Hasibuan
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Service Industry ◽  
Practical Knowledge ◽  
Industrial Service

This activity has the purpose to give understanding and to train the ability in service industry in applying the method of service quality to improve the quality of service. Participants in this activity are stakeholders in service industry in the region of South Meruya West Jakarta those are business enterpreneur hosewives who are joined in RPTRA Mahkota South Meruya SelatanWest Jakarta. Method of training in increasing the quality of service is by using the method service quality in service industry they are: delivering material about service quality, delivering material about evaluating customer’s satisfaction with the material service quality. Participation and seriousness of the participants can be said is good enough. Result of this training is that members of Mahkota South Meruya feel satisfied and get practical knowledge about application of ServQual.  

scholarly journals Pengaruh Akuntabilitas, Kualitas Pelayanan, Kepercayaan Muzakki terhadap Loyalitas Muzakki

2021 ◽  
Vol 1 (1) ◽  
pp. 19-29
Author(s):  
Jumriani Jumriani
Keyword(s):  
Quality Of Service ◽  
Data Analysis ◽  
Linear Regression ◽  
Multiple Linear Regression ◽  
Research Method ◽  
Quantitative Approach ◽  
Unit Of Analysis ◽  
Research Instrument ◽  
Simultaneous Influence

Effect of accountability, quality of service, trust Muzakki on loyalty to Muzakki. This research aims to discuss the influence of accountability, quality of service, trust Muzakki on Muzakki loyalty to the institution Muzakki Management Institute Infaq (LMI) Surabaya. The research method is using a quantitative approach. The Unit of analysis in research is to use respondents Muzakki for 100 Muzakki in the area of Surabaya, with the research instrument using the questionnaire in the area of Surabaya, and the method of data analysis using multiple linear regression. The results showed that the simultaneous influence was positive and significant and partiality that accounting was influential towards Muzakki loyalty, the quality of service was influential on Muzakki loyalty, and Muzakki's belief had an effect on Muzakki loyalty

scholarly journals Analisis Kualitas Produk, Kualitas Pelayanan dan Penggunaan Digital Marketing terhadap Tingkat Kepuasan Konsumen pada Humble Espresso Kota Denpasar

2021 ◽  
Vol 9 (2) ◽  
pp. 254
Author(s):  
Nyoman Indra Wiratama ◽  
Amna Hartiati ◽  
Cokorda Anom Bayu Sadyasmara
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Product Quality ◽  
Digital Marketing ◽  
Satisfaction Level ◽  
Good Communication ◽  
Customer Complaints ◽  
Communication Ability ◽  
Quality Of Products

The purpose of this research is to know the effect of the use of digital marketing conducted by Humble Espresso in Denpasar City. Knowing the attributes of products and services that are considered important by consumers to achieve customer satisfaction with the quality of products and services. Calculating the performance and level of customer satisfaction to the quality of service. Specify the attributes that need to get priority improvements. This study uses the Importance Performance Analysis (IPA) analysis method. Sampling using Slovin and Lemeshow formulation method with the number of respondents as many as 86 respondents at Humble Espresso and 100 respondents for the spread of external questionnaires in Denpasar. The results showed that the influence of digital marketing that has been done by Humble Espresso is customers like the content displayed on Humble Espresso Instagram media in the form of photos, videos, or instastory that has an impact on the increasing customer buying interest. The most important product and service attributes that Humble Espresso has to achieve customer satisfaction is the friendliness of employee attitude with the highest score of 401. Attributes with the highest level of performance in the quality of service is good communication ability by obtaining the highest score of 388, attributes with the highest satisfaction level on the quality of service is modern equipment by obtaining the highest satisfaction level of 101%. Attributes that become the priority of improvement in Humble Espresso based on the analysis of IPA method is a comfortable room, the willingness of employees to respond quickly to customer complaints, the ability of employees to serve customer complaints quickly, the suitability of prices with product quality, and affordable prices. Keyword: digital marketing, product quality, service quality, and customer satisfaction

scholarly journals MUTU PELAYANAN DAN KOMUNIKASI TERAUPETIK YANG BAIK MENINGKATKAN KEPUASAN PASIEN PENGGUNA BPJS KESEHATAN DI RSI NU DEMAK

2018 ◽  
Vol 4 (2) ◽  
pp. 59
Author(s):  
Dyah Ayu Wulandari ◽  
Nadhifah Nadhifah
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
Health Workers ◽  
Sampling Technique ◽  
Satisfaction Level ◽  
Class Iii ◽  
Therapeutic Communication ◽  
Cross Sectional ◽  
Nahdlatul Ulama

Berdasarkan data jumlah pasien rawat inap di RS Islam Nahdlatul Ulama Demak yang menggunakan BPJS Pasien kelas 3 pada tahun 2014 sebanyak 1.117 pasien. Pada tahun 2015 mengalami peningkatan menjadi 2.032 pasien. Penelitian ini bertujuan untuk mengetahui hubungan mutu pelayanan dan komunikasi terapeutik tenaga kesehatan dengan tingkat kepuasan pasien kelas III rawat inap pengguna BPJS Kesehatan. Desain penelitian menggunakan pendekatan cross sectional. Populasi pasien peserta BPJS Kesehatan yang dirawat di Instalasi Rawat Inap Kelas III estimasi / rata-rata dari bulan Januari sampai dengan Agustus 2016 berjumlah 95 pasien. Sampel dalam penelitian ini sebanyak 77 responden. Teknik pengambilan sampel menggunakan accidental sampling. Hasil Penelitian  yaitu ada hubungan mutu pelayanan tenaga kesehatan dengan tingkat kepuasan pasien kelas III rawat inap pengguna BPJS Kesehatan. Ada hubungan komunikasi terapeutik tenaga kesehatan dengan tingkat kepuasan pasien kelas III pengguna BPJS Kesehatan. Saran bagi instansi kesehatan agar meningkatkan mutu pelayanan dan komunikasi terapeutik tenaga kesehatan pasien kelas III rawat inap pengguna BPJS kesehatan Di RSI Nahdlatul Ulama Demak dengan memberikan pelatihan / workshop kepada tenaga kesehatan secara menyeluruh sehingga semua tenaga kesehatan menjadi lebih tahu tentang cara meningkatkan mutu pelayanan di RS tersebut.  Kata kunci: Mutu pelayanan; komunikasi terapeutik; tingkat kepuasan pasien  QUALITY OF SERVICE AND GOOD THERAPEUTIC COMMUNICATIONS IMPROVE THE SATISFACTION OF  HEALTH BPJS PATIENTS IN RSI NU DEMAK ABSTRACT Based on the data on the number of inpatients in hospital Nahdlatul Ulama Islam Demak BPJS Patients who use grade 3 in 2014 as many as 1,117 patients. In 2015 increased to 2,032 patients.  To determine the correlation Service Quality and Therapeutic Communication Health Workers With Patient Satisfaction Level Class III Inpatient Users BPJS. Design correlation with research using cross sectional approach. The patient population treated BPJS participants in Inpatient Class III estimated / average from January to August 2016 amounted to 95 patients. The sample in this research is class III inpatients users BPJS total of 77 respondents. The sampling technique uses accidental sampling. There is a correlation between quality of service and patient satisfaction level III class inpatient BPJS users. There is correlation between communication therapeutic and patient satisfaction level grade III users BPJS. Health institutions in order to improve the quality of care and therapeutic communication of health personnel of class III inpatient users health BPJS In RSI Nahdlatul Ulama Demak by providing training / workshop for health workers so completely that all health professionals become more knowledgeable about how to improve the quality of service in the hospital. Keywords: Quality of service; therapeutic communication;  patient satisfaction 

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