scholarly journals HUBUNGAN ANTARA KUALITAS PELAYANAN DENGAN TINGKAT KEPUASAN MASYARAKAT (Studi kasus pembuatan e-KTP di Kecamatan Sumberrejo Kabupaten Bojonegoro)

2017 ◽  
Vol 3 (2) ◽  
Author(s):  
Dian Aulatul Istiqomah
Keyword(s):  
Service Quality ◽  
Problem Formulation ◽  
Research Problem ◽  
Research Focus ◽  
District Office ◽  
Level Of Satisfaction ◽  
Analysis Technique ◽  
Data Collection Technique ◽  
The Relationship

The Relationship Between The Quality Of Service With The Level Of Satisfaction. Public services essentially serve the community with a predetermined service standard for the recipient to be satisfied. In reality, however, problems are often encountered causing delay in the process of making e-ID cards. In this research problem formulation is as follows first what is relation between service quality with level of society satisfaction? And the second what are the factors that inhibit e-ID card service at Sumberrejo District Office of Bojonegoro Regency? The research focus on this research consists of 6 dimensions, namely: reliability, responsiveness, assurance, empathy, tangibles, and complaints handling service. The type of this research is descriptive qualitative with data collection technique interview, observation, and documentation. Data analysis technique used is qualitative analysis. The results of this study can be concluded that from 6 dimensions above the highest level of quality is the handling of complaints suggestions and inputs while the lowest is the empathy dimension. For the satisfaction of the society from the highest dimension is on handling complaints suggestions and inputs while the lowest is on the dimensions of reliability. Keywords: Service Quality, Public Satisfaction

scholarly journals HUBUNGAN ANTARA KUALITAS PELAYANAN DENGAN TINGKAT KEPUASAN MASYARAKAT (Studi kasus pembuatan e-KTP di Kecamatan Sumberrejo Kabupaten Bojonegoro)

2017 ◽  
Vol 3 (1) ◽  
Author(s):  
Dian Aulatul Istiqomah
Keyword(s):  
Data Analysis ◽  
Data Collection ◽  
Service Quality ◽  
Qualitative Analysis ◽  
Problem Formulation ◽  
Research Problem ◽  
Research Focus ◽  
District Office ◽  
Analysis Technique ◽  
Data Collection Technique

Public services essentially serve the community with a predetermined service standard for the recipient to be satisfied. In reality, however, problems are often encountered causing delay in the process of making e-ID cards. In this research problem formulation is as follows first what is relation between service quality with level of society satisfaction? And the second what are the factors that inhibit e-ID card service at Sumberrejo District Office of Bojonegoro Regency. The research focus on this research consists of 6 dimensions, namely: reliability, responsiveness, assurance, empathy, tangibles, and complaints handling service. The type of this research is descriptive qualitative with data collection technique interview, observation, and documentation. Data analysis technique used is qualitative analysis. The results of this study can be concluded that from 6 dimensions above the highest level of quality is the handling of complaints suggestions and inputs while the lowest is the empathy dimension. For the satisfaction of the society from the highest dimension is on handling complaints suggestions and inputs while the lowest is on the dimensions of reliability. Keywords: Service Quality, Public Satisfaction

Service Quality Provided by Colleges in Chitwan and Its Impact on Student Satisfaction

2021 ◽  
Vol 1 ◽  
pp. 15-21
Author(s):  
Shiva Prasad Poudel
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Significant Relationship ◽  
Sampling Technique ◽  
Level Of Satisfaction ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
The Relationship ◽  
Students Satisfaction

This study attempts to examine the relationship between service quality dimensions (tangibility, reliability, responsiveness, assurance and empathy) and students’ satisfaction. Furthermore, this study is also examining critical factors in service quality dimensions (tangibility, responsiveness, reliability, assurance and empathy) that contribute most to the satisfaction of the students. The study employed both purposive and stratified sampling technique by using a set of questionnaires that was distributed to 120 college students in three of the colleges (Balkumari College, Saptagandaki Campus and Birendra Multiple Campus) in Chitwan. However the study found that there is a positive significant relationship between service quality dimensions and students’ satisfaction. The study also found that Empathy has significant relationship with student’s satisfaction in the students’ perception of service quality rendered by their colleges. Finally the study concludes that assessing level of satisfaction and continuous improvements of the quality of services that colleges provide to their students will help management and other staff of these colleges to reach organizational success.

KUALITAS JASA PELAYANAN KARTU KUNING (AK1) DI DINAS TENAGA KERJA DAN TRANSMIGRASI KOTA BOGOR

2018 ◽  
Vol 4 (2) ◽  
pp. 66
Author(s):  
Anugrah Dwi Cahyo Prabowo ◽  
Beddy Iriawan Maksudi ◽  
Euis Salbiah
Keyword(s):  
Service Quality ◽  
Good Governance ◽  
Sampling Technique ◽  
Yellow Card ◽  
Literature Study ◽  
Waiting Room ◽  
Analysis Technique ◽  
The Relationship ◽  
Descriptive Method

A good governance is a government that carries out the best service in managing various types of services that exist in government institutions. The purpose of this study is finding out the relationship between the quality of yellow card service (AK1) service and community satisfaction in Manpower and Transmigration Service office of Bogor. This study used the theory of service quality from Zeithhaml, Parasuraman & Berry. The research method used descriptive method using quantitative. Data acquisition through Literature Study and Field Study. Meanwhile the data analysis technique uses Weight Mean Score (WMS) calculation. In collecting data using incidental sampling technique with the formula taro yamane with a population of service users as many as 122 people, a sample of 55 respondents. The results obtained by the assessment rate is 4.29 with a very good assessment of the results of the questionnaire processing of 55 respondents, this means that the overall service quality has been very good but there are still some shortcomings felt by users of this service as evidenced by the assessment among other dimensions because Inadequate and organized factors in the waiting room are also inadequate. Finally, the researchers suggested that there should be a focus on improving facilities and infrastructure in the yellow card service department, also expected to be able to make the latest innovations that can captivate people, good innovation is certainly the hope of many people, Researcher's advice is for the agency to create an Information Base and Job seeker data becomes one place in the application where the job market application can be accessed by the community itself.Keywords: Service Quality, Repairs, Facilities and Infrastructure

Pengaruh Kompetensi Manajerial Kepala Sekolah dan Lingkungan Kerja terhadap Mutu Layanan pada Masa Pandemi di SMK Cendikia Muslim Nanggung Bogor

2021 ◽  
Vol 3 (2) ◽  
pp. 226-231
Author(s):  
Zainal Abidin ◽  
Anita Puspita
Keyword(s):  
Service Quality ◽  
Work Environment ◽  
Survey Method ◽  
Research Approach ◽  
Analysis Technique ◽  
Managerial Competence ◽  
Sample Technique ◽  
Saturated Sample ◽  
Data Collection Technique

Service quality is the quality of interaction between one person and another by promoting customer satisfaction. This study aims to determine the effect of principal managerial competence and the work environment on the services  quality during the pandemic period in SMK Cendikia Muslim Nanggung. This research was conducted at SMK Cendikia Muslim Nanggung. The number of samples taken was 39 teachers, with a non-probability sampling method with a saturated sample technique. The research approach used is a quantitative approach with a survey method, the data collection technique used is a non-test in the form of a questionnaire with 5 (five) alternative answers. The data analysis technique used is multiple linear regression. Based on the results of the analysis, it was found that the principal managerial competence and work environment simultaneously or collectively had a positive effect on service quality. This shows that the stronger the influence of the principal managerial competence and the work environment together, the resulting service quality will increase.  

scholarly journals PENGARUH KUALITAS E-GOVERNMENT TERHADAP KEPUASAN PENGGUNA E-FILING: STUDI KASUS WAJIB PAJAK DI SURAKARTA

2020 ◽  
Vol 6 (1) ◽  
pp. 13-21
Author(s):  
Gunawan Setyo Utomo ◽  
Kartika Hendra Titisari ◽  
Anita Wijayanti
Keyword(s):  
Service Quality ◽  
User Satisfaction ◽  
Information Quality ◽  
Positive Influence ◽  
System Quality ◽  
Analysis Technique ◽  
Data Collection Technique ◽  
Linear Regressions

This study aims to determine the effect of system quality, information quality, and service quality on E-filing user satisfaction in Surakarta. The population and sample in this study are individual taxpayers registered at the Pratama Surakarta Tax Office in 2019. The data collection technique of this study uses incidental sampling techniques, and the determination of the number of samples using Slovin formula with a sample of 100 respondents. The data used in this study is a questionnaire using a Likert scale. The data analysis technique used in this study is multiple linear regressions. The results showed the analysis there is a positive influence on system quality and service quality on E-filing user satisfaction. While the quality of the information does not affected E-filing user satisfaction.

scholarly journals PENGARUH KOMPETENSI APARATUR PEMERINTAH TERHADAP KUALITAS PELAYANAN PUBLIK PADA KANTOR KECAMATAN SANGATTA SELATAN KABUPATEN KUTAI TIMUR

DEDIKASI ◽  
2020 ◽  
Vol 21 (1) ◽  
pp. 42
Author(s):  
Salasiah Dan Eli Ampung
Keyword(s):  
Service Quality ◽  
Public Service ◽  
Significant Influence ◽  
Public Services ◽  
Positive Impact ◽  
District Office ◽  
Independent Variable ◽  
The Government ◽  
The Relationship

This research is based on the competence of government apparatus in southern Sangatta kecmatan in hopes to improve the quality of public services.The purpose of this study is to determine whether the competence of the government apparatus affect the quality of public services at the district office very districts kutai east. The type of research or explanation used is descriptive kuanlitatif used to analyze the relationship between research variables. Types of data used are kusioner, observation, interview, and documentation.The result of partial test on the independent variable that is the Competence variable of government apparatus toward the variable of public service quality shows the result that have significant influence that is by showing from t count> t table, 3.304> 1675. With R obtained for 0.776, which means that 77.6% Competence the government apparatus has a positive impact on service quality and 22.4% is influenced by other factors not discussed in this study.

scholarly journals Pengaruh Pelimpahan Wewenang Terhadap Kualitas Pelayanan di Kantor Kecamatan Cileunyi

2021 ◽  
Vol 3 (1) ◽  
pp. 1-6
Author(s):  
Usep Muhammad Abdul Qohar ◽  
Asep Hidayat
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Research Method ◽  
Quantitative Method ◽  
District Office ◽  
Office Environment ◽  
Delegation Of Authority ◽  
Relationship Of ◽  
The Relationship

AbstractThe implementation of effective and efficient service quality in the Sub-district office environment illustrates the implementation of delegation of authority given by the Regent to the District Head. Where the District Head carries out some of the functions the Regent gives to provide services to the community in the sub-district environment. As regulated by the Regent of Bandung Regency No. 60 of 2011 concerning the delegation of authority for some of the Regent's affairs to the District Head. But in reality on the ground, there are some problems regarding services that have not yet been implemented which have resulted in ineffective implementation of services to the community. The purpose of this study is to determine how much influence the authority, responsibility and accountability regarding the transfer of authority in the District of Cileunyi. This study uses a theory from Hasibuan which consists of three authority delegation variables, namely authority, responsibility, accountability. As for service quality using the theories of Zeithaml, Parasuraman, Leonard quoted by Hardiyansyah. The sample used was 30 employees in the Cileunyi District office. The research method used is a quantitative method with an associative approach that aims to determine the relationship of one or more variables, namely the influence of delegation of authority to the quality of service in the district of Cileunyi. The results of this study indicate that the influence of delegation of authority (authority, responsibility, accountability) has an influence on the quality of service in the Cileunyi District office of 0.555 or 55.5%, then it is included in the "High" influence criteria. For the remaining 100% - 55.5% = 44.5% influenced by other variables not examined by researchers.

Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Tabungan Britama Pada Bank BRI Cabang Fatmawati

Liquidity ◽  
2018 ◽  
Vol 1 (1) ◽  
pp. 72-80
Author(s):  
Viva Faronika ◽  
Asriyal Asriyal
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Acceptable Level ◽  
Level Of Service ◽  
Level Of Satisfaction ◽  
Service Policies ◽  
Improve Service Quality ◽  
Relationship Of

If the customer is greater than acceptable level of service, the cutomer is not satisfied. Conversely, if an acceptable level of service greater than the expectations of customers, the customer will be satisfied. This means that if Bank BRI branch Fatmawati can improve service quality to its customer it will affect the level of satisfaction. In this research found evidence that, in terms of the creation of quality services, Bank BRI branch Fatmawati is one of the branches that participate to implement the established policies and service in accordance with the exiting service standard in the banking world. Amount of influence the determination of quality of service policies applied by the Bank BRI branch Fatmawati indicated by r2. r2 value only 45 % and the rest 55 % influenced by other variables not studied. Meanwhile, the variable relationship of service quality to customer satisfaction can be seen from the values r = 0,67. This shows the value of the correlation coefficient between the variables of service quality to customer satisfaction. This means there are strong relationships between the independent variable X (quality of service) to the dependent variable Y (customer satisfaction). Since r = 0,67 (67 %) greater then 50 %.

Tingkat Kepuasan Nasabah Pada Bank Syariah Mandiri Cabang Bogor

2019 ◽  
Vol 4 (2) ◽  
pp. 34
Author(s):  
Priyo Wismantoro ◽  
Fika Dwiyanti
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Competitive Advantage ◽  
Customer Service ◽  
General Level ◽  
Customer Focus ◽  
Quality Improvements ◽  
Level Of Satisfaction

Business banking is a service business based on principles of trust and t5he customer is a major asset. Under conditions of business competition among banks strict bank that has resulted in only a competitive advantage (compatative advantage as well as a competitive advantage) who can reach the highest position in the eyes of cusmers or the public. Competitive advantage can be obtained from the quality of customer servicr, so the focus on customers (customer focus), responsive to the development of customer desires and continuously innovate is an acitivity that can be done to anticipate the cimpetitive conditions. In this case, the bank should always evaluate the quality of service given to customers and is reflected in the level of customer satisfaction obtained. Rate the quality of service branch of bank syariah mandiri bogor whole is still under service, because it still was below expectations, this is evident also that the general level of service is still not meeting customer expectations, because the level of hope (expectation0 the customer is generally higher than the level of performance (perfromance) or perception(perception)customer.        Empathy dimension of service quality dimensions are most critical or have any impact on the most powerful influence on the level of satisfaction. In this case, the willingness og bank syariah mandiri branch bogor provide individual attention in serving its clients is crucial. Empathy dimension attributes inclide individual attention, operational time , personal attention, giving interests, and understand the needs. These attributes is the main priority of service quality improvements are intensive and comprehensive.           Customer service strategy to be implemented by the management of bank syariah mandiri in perspective five dimensioris of service quality(tangibles, realiability,responsiveness, assurance and empathy) looks not optimal. In an effort to provide the best service (service excellence) and focus to the customer(customer focus), then the customer satisfaction can be obatained with significantly improved and the improvement of quality of serivice aspects and impticalions of the strategy need to be consldered

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