scholarly journals Pengaruh Kualitas Pelayanan Akademik terhadap Kepuasan Mahasiswa pada Sekolah Tinggi Ilmu Ekonomi Prabumulih

2019 ◽  
Vol 3 (1) ◽  
pp. 15-26
Author(s):  
Susianti Susianti
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Secondary Data ◽  
Primary Data ◽  
Survey Method ◽  
Good Communication ◽  
Interview Method ◽  
Academic Service Quality ◽  
The Individual

Evaluation of service quality at Prabumulih College of Economics is needed to find out what is actually expected and perceived by students with what has been offered. This study aims to determine the effect of academic service quality on student satisfaction at the Prabumulih College of Economics. The method used in this study is a survey method. The data collected consists of primary data and secondary data. Primary data obtained through the interview method that is equipped with a questionnaire that has been prepared. Secondary data were obtained from related companies, as well as several library sources in the form of journals and books relating to this research. And the method used in this research is survey method. The data collected consists of primary data and secondary data. Primary data obtained through the interview method that is equipped with a questionnaire that has been prepared. In this study, what will be analyzed is the effect of service quality consisting of 1) tangible (direct evidence) including physical facilities, equipment, employees, and communication facilities; 2) reliability, which is the ability to provide the promised service immediately, accurately and satisfactorily; 3) responsiveness (responsiveness), namely the desire of staff to help customers and provide services responsively; 4) assurance, including knowledge, competence, courtesy, and trustworthiness of staff, free from danger, risk or doubt; and 5) empathy (empathy), including ease in establishing relationships, good communication, personal attention, and understanding of the individual needs of customers. The results showed that physical evidence, reliability, responsiveness, assurance, concern and student satisfaction had a positive and significant effect on student satisfaction. Keywords: Quality of Service, the Satisfaction of College Students

scholarly journals PERSEPSI MAHASISWA TERHADAP MUTU PELAYANAN AKADEMIK DI JURUSAN ADMINISTRASI NIAGA POLITEKNIK NEGERI MALANG

2019 ◽  
Vol 12 (2) ◽  
pp. 111
Author(s):  
Tri Yulistyawati Evelina ◽  
Rena Feri Wijayanti ◽  
Ahmad Fauzi
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Secondary Data ◽  
Business Administration ◽  
Primary Data ◽  
Academic Administration ◽  
Academic Service Quality ◽  
Business Administration Students ◽  
Negative Effect ◽  
Academic Services

The research aims to: examine the quality of academic service quality (tangibles, reliability, responsibility, assurance, and empathy) influencing student satisfaction at the Malang State Polytechnic Business Administration Department. The subjects in this study are Business Administration students, there are 2 (two) academic services, namely Academic Administration for D3 Business Administration Program and DIV Marketing Management. The type of data used is primary data (questionnaire) and secondary data. The results show that the influence of the variables studied is 72.2%. and each Service Quality variable, namely Tangibles, Reliability, Assurance and Emphaty has a significantly positive effect on Student Satisfaction, but for the Responsiveness variable it shows a significant negative effect on Student Satisfaction.

scholarly journals Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pengunjung di Suban Air Panas Kabupaten Rejang Lebong

2021 ◽  
Vol 13 (1) ◽  
pp. 271
Author(s):  
Lara Ayu Lestari ◽  
Augustin Rina Herawati ◽  
Tri Yuniningsih ◽  
Teuku Afrizal
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Hot Springs ◽  
Hot Spring ◽  
Secondary Data ◽  
Sampling Technique ◽  
Primary Data ◽  
Survey Method ◽  
Visitor Satisfaction

This article aims to investigate the effect of service quality on visitor satisfaction in hot spring tourism areas. The concept of Servqual Parasuraman (quality of service) in 1998 was applied with aspects of responsiveness, reliability, empathy, assurance, and tangibles. This quantitative research was conducted at the Suban Hot Spring Baths, Rejang Lebong Regency. For primary data, the survey method was conducted on 100 respondents from 501 visitors to the Suban Hot Springs Bath in April 2021. Respondents were determined through accidental sampling technique. The survey method uses a closed questionnaire instrument on a Likert scale of 1-5. Secondary data sourced from the official web documentation of the Rejang Lebong Regency Tourism Office. Data analysis using SPSS 16 program with the hypothesis tested using the product moment by looking at the normality and linearity tests. The results of the study found that there was a significant influence between service quality and visitor satisfaction. Almost all aspects tested are significant with a value of <0.50. Of the five tested aspects, the highest score was in the empathy aspect of 16.89 percent and the lowest score was in the reliability aspect, which was 1.99 percent. Overall all aspects studied are significant to visitor satisfaction. Therefore, the high quality of service is directly proportional to the high visitor satisfaction.

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

scholarly journals PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PASIEN RAWAT INAP DI PUSKESMAS SEI MENCIRIM DI MASA PANDEMIC COVID 19

2021 ◽  
Vol 5 (2) ◽  
pp. 1045-1054
Author(s):  
Esra Marolop Doloksaribu ◽  
Evawani Martalena Silitonga ◽  
Donal Nababan ◽  
Mindo Tua Siagian
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Health Center ◽  
Secondary Data ◽  
Primary Data ◽  
Bivariate Analysis ◽  
Family Time ◽  
Quality Of Health Services ◽  
Individual Service

Continuous improvement of service quality is one of the important keys in facing the era of globalization which implies that services must be carried out according to standards and meet quality rules that are oriented to the interests of consumers. With these programs and facilities, it is hoped that the community will no longer be reluctant to seek treatment at the Puskesmas. The purpose of this study was to analyze the effect of the quality of health services on the satisfaction of inpatients at the Sei Mencirim Health Center.This research is a survey research, conducted at the Sei Mencirim Health Center. The population was all patients who were hospitalized at the Sei Menistrim Health Center in January-July 2021 totaling 74 people and the entire population was taken as a sample. Primary data obtained from interviews and secondary data in the form of inpatient data. The hypothesis was tested using the Multiple Regression test.Based on Bivariate analysis revealed that there was no effect of physical evidence on patient satisfaction. There is an effect of reliability, responsiveness, assurance and empathy on patient satisfaction.The most dominant variable affecting patient satisfaction is empathy.                Considering that empathy is the dominant variable affecting patient satisfaction, puskesmas need to improve quality individual service and patient family time for consultation is met.Keywords: Service Quality, Patient Satisfaction, Puskesmas Sei Mencirim

scholarly journals Service Quality of Traditional and Islamic Commercial Banks in Bangladesh

2021 ◽  
pp. 7-16
Author(s):  
Shohel Rana ◽  
Imran Ahmed Shakeer
Keyword(s):  
Service Quality ◽  
Commercial Banks ◽  
Small Sample Size ◽  
Secondary Data ◽  
Structured Interview ◽  
Small Sample ◽  
Primary Data ◽  
Significant Difference ◽  
Practical Implications

Purpose: This study aims to know the service quality of the different private commercial banks operating in Bangladesh with the rapid advancement in information technology and provide some guidelines to improve their service qualities. Methodology: The study used both primary and secondary data to support the objective. Primary data were collected from 240 customers, of whom 120 customers are from traditional private commercial banks and the rest from private Islamic commercial banks operating in Bangladesh using a structured interview schedule, naming SERVQUAL. The study used a convenience sampling method to select respondents. Secondary data were collected from different journals, newspaper articles, books, and various published sources. An independent samples t-test was conducted in the test of the hypothesis. Findings: This study found a significant difference between the traditional and Islamic commercial banks’ service quality and added that the study area’s customers/clients are not fully satisfied with either traditional private commercial banks or Islamic banks. However, Islamic commercial banks are showing a relatively better picture. Research Limitations: The Study is limited to Bangladesh’s small marginal market and a small sample size of only 240 respondents, which cannot sufficiently reflect the large population’s actual scenario. Practical Implications: The Study will help manage the traditional and Islamic commercial banks and policymakers to improve their service quality and improve monitoring efficiency. Originality/value: The Study extensively identified some factors to improve the traditional and Islamic commercial banks’ service quality for both the banks’ and policymakers’ management. In this regard, the critical factors can be the number of employees and the number of counters, increasing ATM services, ensuring faster services, flexible loan disbursement policy, sufficient floor space, suitable sitting arrangements, and improved online services.

scholarly journals Analisis Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan (Studi Kasus: Pamella Empat Supermarket)

2018 ◽  
Vol 26 (2) ◽  
pp. 210-225
Author(s):  
Riska Maulani ◽  
Yunita Fitri W
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Quantitative Research ◽  
Secondary Data ◽  
Total Sample ◽  
Primary Data ◽  
Probability Sample ◽  
Sample Technique

The purpose of this study to determine the effect of service quality on customer satisfaction simultaneously. The type of research used in this study is quantitative research. This research uses primary data and secondary data. While the sample technique used is a non-probability sample that uses a total sample of 100 respondents. Based on the results of this study, the quality of service consisting of reliability (reliability) X1, tangible X2, X3 responses, assurance and certainty (assurance) X4, and empathy (empathy) X5 affect customer satisfaction (Y) simultaneously or simultaneously.

scholarly journals MUTU LAYANAN AKADEMIK SEBAGAI DETERMINAN KEPUASAN MAHASISWA

2016 ◽  
Vol 1 (1) ◽  
pp. 136
Author(s):  
Nadira Martasubrata ◽  
Suwatno Suwatno
Keyword(s):  
Data Analysis ◽  
Service Quality ◽  
Student Satisfaction ◽  
Significant Influence ◽  
Business Education ◽  
Likert Scale ◽  
Scale Model ◽  
Survey Method ◽  
Academic Service Quality ◽  
Simple Regression

Penelitian ini bertujuan untuk memperoleh gambaran mengenai tingkat mutu layanan akademik dan tingkat kepuasan mahasiswa, juga untuk menganalisis pengaruh mutu layanan akademik terhadap kepuasan mahasiswa. Penelitian ini menggunakan metode eksplanatory survey. Teknik pengumpulan data dalam penelitian ini menggunakan angket dengan model skala likert. Responden dalam penelitian ini berjumlah 348 mahasiswa salah satu universitas di Bandung. Teknik analisis data menggunakan regresi sederhana. Berdasarkan hasil penelitian, tingkat mutu layanan akademik berada pada kategori sedang, dan tingkat kepuasan mahasiswa berada pada kategori sedang. Dari hasil analisis regresi sederhana menunjukan bahwa mutu layanan akademik berpengaruh positif dan signifikan terhadap kepuasan mahasiswa. Dengan demikian lembaga perlu meningkatkan mutu layanan akademik agar kepuasan mahasiswanya pun meningkat.Kata Kunci: mutu layanan akademik, kepuasan mahasiswaACADEMIC SERVICE QUALITY AS DETERMINANT OF STUDENT SATISFACTIONThe aim of this research is to obtain an overview of the level of academic service quality and student satisfaction in Faculty of Economic and Business Education, also to analyze the influence of academic service quality on student satisfaction. This research used explanatory survey method. The data were obtained used questionnaire with likert scale model. The respondents in this reseach were 348 student of university in Bandung.  The data was analyzed by using simple regression. The result of the data analysis revealed that academic service quality was classified as middle category, also student satisfaction classified as middle category. Based on the analyzed of simple regression, the result revealed that academic service quality has the positive and significant influence toward student satisfaction. Thus the organization need to improve academic service quality that the student satisfaction is also improve.Keywords: academic service quality, student satisfaction

scholarly journals SERVQUAL Model Application on Assessing Quality of Deposit Service: Case Study from Joint Stock Commercial Bank for Investment and Development of Vietnam - Hai Ba Trung Branch

2021 ◽  
Vol 8 (11) ◽  
pp. 337-349
Author(s):  
Chi T. Do ◽  
Tam T. Le ◽  
Hoang D. Le
Keyword(s):  
Service Quality ◽  
Banking Sector ◽  
Secondary Data ◽  
Primary Data ◽  
Research Model ◽  
Essential Factor ◽  
Bank Branch ◽  
Desk Review

This paper is aimed at analyzing the customers’ expectations and perceptions of deposit service quality at a specific bank branch in Vietnam, as service quality has been considered as an essential factor for success and acknowledgement in the banking field. The data are combined between secondary data of the bank branch and desk review data, and primary data collected from 200 clients in 4 months in 2019, with 25 questions developed from SERVQUAL model, justified for banking sector. The SERVQUAL research model is applied. The main findings are: all measurements of SERVQUAL including Reliability, Tangible, Assurance, Responsiveness, and Empathy have significant impacts on customer satisfaction. While Responsiveness is the factor that impact on customers’ satisfaction the greatest, Assurance is acknowledged as the dimension which impact on customers’ satisfaction the least. This study shows a support to the overall understanding about service quality in the banking field. Besides, it gives useful information to assist commercial banks in management, such as focusing on service quality and improving the customers’ satisfaction. Keywords: Assurance, Customers’ satisfactions, Deposit Service Quality, Responsiveness, SERVQUAL.

KOMUNIKASI DALAM KEPERAWATAN GIGI DAN KEPUASAN PASIEN DI KLINIK GIGI JURUSAN KEPERAWATAN GIGI POLTEKKES KEMENKES RI MEDAN (STUDI DESKRIPTIF)

2018 ◽  
Vol 12 (2) ◽  
pp. 111-113
Author(s):  
Manta Rosma
Keyword(s):  
Dental Hygiene ◽  
Dental Health ◽  
Secondary Data ◽  
Sampling Technique ◽  
Primary Data ◽  
Survey Method ◽  
Dental Clinic ◽  
Good Communication ◽  
Knowledge And Attitude ◽  
The Republic

Communication in dental hygiene is the one that is consciously designed for patients’ recovery. In order to perform a good communication in dental hygiene, every nurse requires good knowledge and attitude. This is descriptive research with survey method which objective was to measure the patients’ satisfaction level at Dental Clinic of Dental Hygiene Department, Poltekkes Kemenkes RI (Polytehnic of Health, Minstry of Health of the Republic of Indonesia), Medan. The primary data were gained through questionnaires. The secondary data were obtained from the visit recording book of the patients at Dental Clinic of Dental Hygiene Department, Poltekkes Kemenkes RI Medan. The samples were 40 patients who were selected using purposive sampling technique. The result showed that 17 respondents (42,5%) were satisfied and 23 respondents (57,5%) were dissatisfied. It was concluded that the communication in dental hygiene is very essential. It is recommended that the quality of communication at the Dental Clinic of Dental Hygiene Department, Poltekkes Kemenkes RI Medan be improved , for example by developing students’ ability in communicating with patients and enhancing the adequate facilities in order that the optimal and good oral and dental health service can be achieved.

scholarly journals Internet Banking and its Impact on the Service Quality of the Banks in Punjab

2014 ◽  
Vol 5 (2) ◽  
pp. 748-757
Author(s):  
Rajni Bhalla ◽  
Inderpal Singh
Keyword(s):  
Service Quality ◽  
Banking Sector ◽  
Positive Impact ◽  
Secondary Data ◽  
Internet Banking ◽  
Annual Reports ◽  
Primary Data ◽  
Probability Method ◽  
The Impact

The changes in IT sector constantly influencing the performance of banking sector in the world. The emergence of internet banking has changed the way of banks of how to offer the products and services to the customers. In order to survive in the rapidly changing technological environment, the banks are required to adapt such changes and to maintain and improve the services which they are offering to their customers in order to attain the customers satisfaction. Now the term quality does not only include the products but also the services. This paper deals with the internet banking operations and how it affects the service quality of the banks in Punjab. The research is much more of qualitative nature but to prove facts and figures quantitative approach is also used in the paper. The research is descriptive as well as explanatory. In order to arrive at the sample size, non probability method has been used. For the primary data collection a structured questionnaire is used to record the response of various respondents. Secondary data has been collected from annual reports, other published literature of the banks etc. In order to test the impact of internet banking on the service quality of banks seven service quality dimensions model is used. A model with seven dimensions service quality named reliability, assurance, responsiveness, empathy, tangibility, security and communication is used to complete the study. In these seven dimensions 37 variables are covered. For the data analysis the statistical package SPSS 20 is used.  Descriptive statistics is used to analyse the data. The research proves that all the dimensions which are included in the study have a positive impact on the service quality of banks providing internet banking services to their customers in Punjab. The recommendations are also discussed with which the service quality and customers satisfaction can be improved.

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