scholarly journals Evaluasi Kualitas Pelayanan Jasa Kepariwisataan dengan Metode SERVQUAL dan QFD

2018 ◽  
Author(s):  
Didi Junaedi
Keyword(s):  
Service Quality ◽  
Human Resources ◽  
Quality Of Services ◽  
Five Dimensions ◽  
Operational Systems ◽  
Number Of Visits ◽  
Tourism Services ◽  
The City ◽  
And Training

Kasepuhan Palace Cirebon tourism services participate to build the economy of the country, especially the city of Cirebon. Therefore, in order to further increase the number of visits, the service quality should be improved. Using SERVQUAL method, can know the perception of service quality kasepuhan palace Cirebon. Measuring the quality of services performed on five dimensions that is tangible, responsiveness, assurance, reliability, and empathy. The results of this study showed that all of the dimensions are still not as expected visitors. Improvement starting from the dimensions of responsiveness that has the smallest SERVQUAL score. QFD can be analyzed using improvement priorities according to customer needs. The most important priority that needs to be adequate hygiene team, demolition charges, as well as the renovation and restoration. Overall it can be proposed for improving services such as: improvement of operational systems, improvements and additions to the facility, the addition of human resources and training. Limitations in this study is only the first phase HOQ.

scholarly journals QUALITY OF SERVICE AND HOMESTAY CUSTOMER SATISFACTION USING THE SERVQUAL MODEL

2021 ◽  
Vol 3 (7) ◽  
pp. 59-74
Author(s):  
Najwa Karmila Othman ◽  
Nor Aishah Buang
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Quantitative Methods ◽  
Early Stage ◽  
Quality Characteristics ◽  
Quality Of Services ◽  
Five Dimensions ◽  
Tourism Services ◽  
The Relationship

The homestay industry is part of the tourism services industry. It is important for homestay operators to provide services that can meet the needs and satisfaction of customers. However, there are some problems related to the quality of services provided by homestay operators that affect customer satisfaction. Problems arise due to a lack of knowledge of the dimensions that can be used to provide quality services. There are five dimensions of the SERVQUAL model that are associated with service quality characteristics and are able to influence homestay customer satisfaction, namely tangible, empathy, responsiveness, reliability, and assurance. This study was conducted with the aim of finding out the relationship between the five dimensions of SERVQUAL service quality with homestay customer satisfaction and identifying the dimensions that most affect customer satisfaction. This study uses quantitative methods and distributed a total of 384 questionnaires to respondents who are local tourists staying at the Hulu Selangor homestay. The results of the study found that the dimensions of tangible, empathy, responsiveness, reliability, and assurance have a positive relationship to customer satisfaction. There are two main dimensions that most affect the satisfaction of homestay customers, namely reliability and assurance. This customer satisfaction is influenced by the treatment received while dealing with homestay employees. Friendly and courteous homestay workers make customers happy and comfortable to get help when needed. Homestay's that provide services efficiently without any errors from the early stage is also able to affect the level of customer satisfaction. Each homestay operator who are concerned with five dimensions and implement them in homestay services will strive to enhance and maintain the quality of the image as the best homestay.

scholarly journals The Quality of the Installation Service of Fish Seed (BBI) Trinsing in Fish Seed Suppliers in Barito Utara Districts

2018 ◽  
Vol 4 (2) ◽  
pp. 30-33
Author(s):  
Fachrudin Mulyani
Keyword(s):  
Service Quality ◽  
Human Resources ◽  
Qualitative Method ◽  
Animal Husbandry ◽  
Fish Farming ◽  
Quality Of Services ◽  
Descriptive Qualitative

The research used descriptive qualitative method. Service was said to be of quality if the service received more than expected, satisfying if the service received the same as expected and if the service received less than expected, the service was said to be of low quality. The results show that the service quality provided by the Fisheries, Agriculture and Fisheries Department of North Barito Regency was considered satisfactory in terms of dimensions of responsiveness, dimensions of assurance and empathy. While the dimensions of reliability and dimensions of tangibles are considered unsatisfactory. Based on the results of the study, it is expected that the Fisheries, Fisheries and Animal Husbandry Department of North Barito Regency will be able to improve the quality of services by improving the quality of human resources and making new breakthroughs in fish farming technology.

scholarly journals Effect of Dimensions of Service Quality on the Brand Equity in the Fast Food Industry

2016 ◽  
Vol 11 (3) ◽  
pp. 30-46 ◽  
Author(s):  
Majid Esmaeilpour ◽  
Zahra Mohamadi ◽  
Azade Rajabi
Keyword(s):  
Service Quality ◽  
Brand Equity ◽  
Fast Food ◽  
Food Industry ◽  
Structural Equations ◽  
Quality Of Services ◽  
Fast Food Industry ◽  
Statistical Population ◽  
Five Dimensions

AbstractDue to the increasing competition in the industry and service sectors, creating the powerful brands has great importance in these industries. One of the main factors that help to create a powerful brand is investment and improving the quality of services. Nowadays, the competition for improving the quality of services is raised as a key strategic issue for organizations that operate in the services sector. The aim of this research is to investigate how the dimensions of service quality affect the brand equity in the fast food industry. The customers of fast food industry (Restaurant Raphael) in Boushehr constitute the statistical population of this research. Given that the statistical population is unlimited, through sampling 390 questionnaires were distributed, collected and analyzed. For analyzing the data, the structural equations modelling was used by help of the software smart PLS. The results show that the entire dimensions of service quality of model SERVQUAL (tangible factors of services, reliability, responsiveness, assurance and empathy) have a positive and significant impact on the brand equity. It also became clear that among the five dimensions of quality of services, the tangible factors of services have the most impact on the brand equity in the fast food industry. So implementing the programs to enhance the quality of services will have to a very large extent a positive effect on increasing the brand equity in the fast food industry.

scholarly journals IMPLEMENTASI METODE QUALITY FUNCTION DEPLOYMENT DAN METODE SERVQUAL DIMENSI KEPARIWISATAAN GUNA PERBAIKAN KUALITAS PARIWISATA PANTAI KEBUMEN (Studi Kasus pada Pantai Logending, Pantai Manganti, Pantai Suwuk, Pantai Petahanan, dan Pantai Brencong)

2019 ◽  
Vol 2 (2) ◽  
Author(s):  
Kabul Trifiyanto ◽  
Ika Susilowati
Keyword(s):  
Quality Function Deployment ◽  
Quality Of Services ◽  
House Of Quality ◽  
City Center ◽  
Quality Function ◽  
The Government ◽  
Tourism Services ◽  
The City ◽  
Qfd Method

Kebumen tourism is dominated by south coast destination objects with combat routes ranging from half to two hours drive from the city center. Since 2015 tourist visits  have increased, but on average only 14%. This is not comparable with the budget issued by the government to date which focuses on tourism infrastructure and the opening of new objects, especially coastal areas. According to preliminary studies the cause is because of visitor dissatisfaction with the quality of services provided, especially coastal tourism. So as to provide recommendations for improvements in tourism services in this study, the quality function deployment (QFD) method is based on servqual evaluation specifically for tourism dimensions. There are 43 variables used to define the quality of service dimensions of tourism for visitors. By using additional kano models, 12 critical variables were obtained. Then the critical variable produces 16 technical responses through the house of quality method for later as a recommendation for improvement. With the priority of repairs are; making tourist management SOPs, adding cleaners, and adding a viewing post/spot

scholarly journals Kualitas Pelayanan Pembuatan Sertifikat Tanah pada Kantor Pertanahan / Badan Pertanahan Nasional Kota Palangka Raya

2018 ◽  
Vol 4 (2) ◽  
pp. 5-9
Author(s):  
Raden Biroum Bernardianto ◽  
Pipit Fitriyah
Keyword(s):  
Qualitative Research ◽  
Service Quality ◽  
Five Dimensions ◽  
Excellent Quality ◽  
Community Perspectives ◽  
Service Activities ◽  
Long Time ◽  
The City

So far there are still many community perspectives that to administer land certificates requires expensive, long time, complicated and convoluted procedures and the completion of land certificates that are not on time is still not by SOPs, so the results are not optimal. The purpose of this study was to determine the quality of land certificate services provided by the National Land Agency (BPN) to the community. This study uses a type of qualitative research. Based on the results of the study, it can be explained that the Land Office / National Land Agency of the City of Palangka Raya in providing services is sufficient to provide excellent quality services because it is seen from the whole as good even though there are still people who are not satisfied with the services of officers. To find out the service quality of the issuance of the land certificate, the writer uses five dimensions, namely: tangible, reliability, responsiveness, assurance and empathy. It is recommended and expected that Palangka Raya City Land / National Land Agency will further improve the quality of land certificate services and prioritize attention to improving service quality on the timeliness of services where officers are expected to be more timely in starting service activities. As well as the timeliness of completion of land certificate services by existing SOPs.

scholarly journals Analisis Kualitas Pelayanan Publik dengan Metode Fuzzy-Service Quality (F-Servqual) dan Index Potential Gain Customer Value (IPGCV)

2018 ◽  
Vol 2 (2) ◽  
pp. 101 ◽  
Author(s):  
Wahyu Oktri Widyarto ◽  
Nugraheni Djamal ◽  
Fauzul Adhim
Keyword(s):  
Service Quality ◽  
Customer Value ◽  
Consumer Perceptions ◽  
Quality Of Services ◽  
Level Of Service ◽  
Quality Level ◽  
Five Dimensions ◽  
Customer Expectations ◽  
Potential Gain

This study aims to analyze the level of service quality and prioritize improvements. The method that used in this study is service quality (SERVQUAL) combined with fuzzy concepts to find out the gap between expectations and consumer perceptions through five dimensions namely tangible, reliability, responsiveness, assurance, and empathy. Fuzzy concepts are used to present uncertainties over respondents' assessment of subjective questionnaires. To determine the priority of improvement, used the Customer Value Index Potential Gains (IPGCV) method. Based on processing data results by using fuzzy-servqual method, it is known that the Tangible dimension has a gap of -0.13, the Reliability dimension has a gap of -0.13, the Responsive dimension has a gap of -0.14, the dimension of Assurance has a gap of -0.12, Empathy dimension has a gap of -0.11. The negative value on fuzzy-servqual assessment can be interpreted that the overall service has not met customer expectations. Achievement of the quality level is equal to 0.8606 which is indicates the quality of services still need improvement because the level of service quality is less than 1 (Q <1). Based on calculation using the PGCV Index, it is known that services which have the highest priority are employees who have adequate support from their institutions so that they can carry out their duties properl

scholarly journals Analysis Study of The Comparative Quality of Patient Services Before and After Covid-19 Pandemic in Installation of Siloam Hospital TB Simatupang Installation

2020 ◽  
Author(s):  
Dian Agnesa Sembiring ◽  
◽  
Atik Nurwahyuni ◽  
Wahyu Sulistiadi ◽  
◽  
...  
Keyword(s):  
Service Quality ◽  
Test Reliability ◽  
Quality Of Services ◽  
Test Results ◽  
Five Dimensions ◽  
Before And After ◽  
Patient Service ◽  
Better Than ◽  
Urgent Action

ABSTRACT Background: In the COVID-19 (Coronavirus Disease 2019) pandemic crisis that has hit Indonesia since early March 2020, urgent action is needed to overcome the situation while maintaining and improving relationships with customers so that they are still satisfied with the quality of services in hospitals, especially inpatient services. Since the COVID-19 pandemic, there has been a significant decrease in the number of inpatient visits at Siloam Hospitals TB Simatupang. This study aimed to analyze the comparison of the level of quality of patient service before and after the COVID-19 pandemic in installation of Siloam hospital TB Simatupang installation. Subjects and Method: This was a descriptive observational study conducted at Siloam Hospitals TB Simatupang from September 2020. A sample of 88 patients was selected by purposive sampling. The data was collected by questionnaire. The operationalization of this research variable is service quality, which is measured from five dimensions, namely Tangibles, Reliability, Responsiveness, Assurance, and Empathy. The data analysis used a series of tests such as validity test, reliability test, descriptive statistics and independent sample T-test. Results: During the COVID-19 pandemic, patients had a better perception than before the COVID-19 pandemic, it can be seen from service quality (Mean= 4.11), while during the COVID-19 pandemic (Mean= 4.250). Conclusion: Quality of services provided in outpatient installations during the COVID-19 pandemic is better than before the COVID-19. Keywords: service quality, COVID-19, outpatient Correspondence: Dian Agnesa Sembiring. Magister Program in Hospital Administration. Faculty of Public Health, University of Indonesia, Depok, West Java. Email: [email protected] DOI: https://doi.org/10.26911/the7thicph.04.23

scholarly journals Pengaruh kualitas pelayanan terhadap kepuasan pelanggan jasa BRT Transmusi Palembang

2017 ◽  
Author(s):  
Marismiati ◽  
Hendra Hadiwijaya
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Bus Rapid Transit ◽  
Quality Of Services ◽  
Mass Transportation ◽  
Descriptive Research ◽  
The City ◽  
Research Type

Quality of service is used as a means to achieve competitive advantage. Inimproving the quality of services will lead to a likely customer loyalty and attractnew customers. The city of Palembang introduced the concept of Bus Rapid Transit(BRT). A form of mass transportation by combining the passenger-oriented station.Underlying issue in this research is "how influence service quality to passengersatisfaction BRT services Transmusi Palembang?" Aims to identify and analyze theeffect of service quality on customer satisfaction. The approach used in this study isa survey and descriptive research type on 100 respondents. To test this study usingmultiple regression and t test and F test The results showed that the quality ofservice seen from the 5 dimensions: Tangibles, Reliability, Responsiveness,Assurance and Empathy simultaneously and Persia significant effect on customersatisfaction Transmusi BRT services. Responsiveness is the dimension of servicequality is the most dominant in influencing customer 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 KUALITAS PELAYANAN PEMBUATAN SURAT IZIN MENGEMUDI (SIM) ONLINE DI POLRES SLEMAN

POPULIKA ◽  
2020 ◽  
Vol 8 (1) ◽  
pp. 14-24
Author(s):  
Tri Wakhyuni ◽  
Syakdiah Syakdiah ◽  
Retno Kusumawati
Keyword(s):  
Service Quality ◽  
Human Resources ◽  
Qualitative Data ◽  
Pilot Project ◽  
Online Service ◽  
Waiting Room ◽  
Five Dimensions ◽  
Network Bandwidth ◽  
National Police

The SIM Online service is a program launched by the Indonesian National Police through the National Police Priority Program, namely Promoter. One of them from the program is information technology based services. Sleman Police Resort is one of the Polres being a pilot project in the DIY Regional Police jurisdiction in conducting Online SIM Services which is supported by the SIM Implementation Unit (Satpas). The delivery of public services must meet the service quality requirements in accordance with the objectives of the program. To measure service quality, the authors use service quality indicators, namely reliability (reliability), responsiveness (responsiveness), assurance (assurance), empathy (empathy), and physical evidence (tangible).This study aims to examine and describe the quality of service making Online Driving License (SIM) at the Sleman Police Resort. The research method used is descriptive qualitative. Data collection techniques used were interviews, observation and documentation. Qualitative data analysis techniques are used to analyze the research data.Based on the results of the study, it was obtained that to measure the quality of Online SIM services at the Sleman Police Satpas using 5 (five) dimensions of service quality as follows; First, the Reliabilty dimension, has not been supported by all human resources who have competency certification in managing SIM Online, but there are already Standard Operating Procedures (SOPs) in the SIM Online service. Second, the Responsiveness dimension, the existence of a fast standard time in SIM extension only requires 15 minutes and for a New SIM requires between 75 minutes to 90 minutes according to the type of SIM. In addition to speed, the service is carried out appropriately with the existence of clear costs based on PP No. 60 of 2016. Third, the dimension of Assurance, the knowledge and abilities of Satpas officers in the SIM Online service. Constraints faced in providing online SIM service guarantees are difficult practice exams and many do not pass. Fourth, Empathy dimension, there is full attention and firmness in the presence of queue numbers and arrangements without any favoritism and discrimination in service in SIM Online services. Fifth, Tangible dimension, there is a Satpas building that has not been used optimally because it has only been used for practical tests, internet networks that are often down and offline, and the number of computers and other devices that are not yet proportional to the large number of people in the SIM Online service. While the information media and waiting room are good and complete.From these results it can be concluded that based on 5 (five) dimensions of service quality, in general it has gone well, but there are some things that need to be improved, such as the quality of human resources, optimization of Satpas buildings, addition of internet network bandwidth, addition of computers and review of regulations about practice exams.

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