scholarly journals PENGARUH KUALITAS LAYANAN, KEPERCAYAAN DAN PROMOSI TERHADAP MINAT NASABAH MENABUNG PADA BANK SYARIAH CABANG ULAK KARANG KOTA PADANG

JURNAL PUNDI ◽  
2020 ◽  
Vol 3 (3) ◽  
pp. 227
Author(s):  
Nazzarudin Aziz ◽  
Vito Shiga Hendrastyo
Keyword(s):  
Quality Of Service ◽  
Negative Impact ◽  
Positive Impact ◽  
Quality Of Services

The survey conducted by Top Brand Indonesia obtained the latest data in 2016 indicates that the interest of saving customers at Bank Syariah Mandiri low is no exception in Bank Syariah Mandiri branch of Ulak Karang. It can certainly be influenced by various things, namely whether the quality of services provided by employees of Bank Syariah Mandiri is still less satisfactory, the promotion made by Bank Syariah Mandiri is still less attractive, and still decreased the level of customer confidence in Bank Syariah Mandiri.From the results that researchers do can be concluded that the quality of service, trust and promotion influence together on the interest of customers in saving. For the quality of service and promotion have a significant and positive impact on the interest of customers in saving but in the trust does not have a significant and negative impact on interest of customers in saving.

scholarly journals Analisis Kualitas Pelayanan Pajak Drive Thru Unit sPelayanan Cepat (UPC) Pada Samsat Rajabasa Lampung

2021 ◽  
Author(s):  
Agustuti Handayani ◽  
Azza Fitria
Keyword(s):  
Negative Impact ◽  
Positive Impact ◽  
Quality Standards ◽  
Quality Of Services ◽  
Government Agencies ◽  
The Government

Service is an important factor for the government in serving the community if the services provided by the government are good, it will have a positive impact on government agencies and if the services provided are not good or bad, it will have a negative impact on these government agencies.The quality of Samsat Drive Thru UPC services can be seen from the services provided by the Samsat Drive Thru UPC officers who directly interact with the taxpayer community as for the quality provided by Samsat officers such as reliability, responsiveness to service speed, assurance, empathy and form. With the existence of the five quality standards These services can be assessed by the taxpayer community whether they are satisfied or not satisfied with the services provided by the Samsat Drive Thru UPC Officer.The purpose of the study is to find out how the form of services provided by the Samsat Drive Thru UPC officers to taxpayers, see how the quality of services provided by the Samsat Drive Thru UPC officers in increasing taxpayer satisfaction and knowing whether the taxpayer community is satisfied or dissatisfied with the services provided. given by the Samsat Drive Thru UPC officer. The method used in this research is qualitative with a descriptive approach.The results of the study show that the services provided by the Samsat Drive Thru UPC officers are good enough in serving the taxpayers, it's just that there is a lack of inadequate building facilities and it is not visible to the taxpayers that Samsat Rajabasa has Samsat Drive Thru UPC Assistant.

Customer Loyalty in the Indonesian Banking Industry

2015 ◽  
Vol 21 (4) ◽  
pp. 838-842
Author(s):  
. Keni ◽  
Hasnah Haron ◽  
Ishak Ismail
Keyword(s):  
Quality Of Service ◽  
Customer Loyalty ◽  
Banking Industry ◽  
Negative Impact ◽  
Positive Impact ◽  
Three Dimensions ◽  
Equation Modeling ◽  
Five Dimensions ◽  
Investment Size

An investment model approach has been applied to examine customer loyalty. The model consists of three variables—satisfaction, quality of alternatives, and investment size. Customer satisfaction is described as a postconsumption evaluation on the quality of service applying the cumulative approach. Furthermore, the quality of service is measured by five dimensions-tangibles, reliability, responsiveness, assurance, and empathy. All five dimensions constitute the service firm’s readiness to provide each customer with a personal treatment. This study investigates whether all those variables have a significant effect to customer loyalty, which are measured in three dimensions–attitudinal, behavioral, and cognitive. The respondents comprised of 403 customers taken from the top ten Indonesian Banks that are listed with the highest assets. The data is gathered by distributing a questionnaire and analyzed by using Structural Equation Modeling (SEM). The findings of this study indicate that satisfaction and investment size have a positive impact on customer loyalty while, the quality of alternatives shows negative impact. The strongest impact occurs in the investment size variable, followed by the satisfaction and the quality of alternatives having less impact. This study is expected to help bank managers in reducing customer dissatisfaction and achieving customer loyalty in the Indonesian banking industry.

Workplace Arrogance and Its Impact on the Organizational Performance in the Hospitality Industry

2018 ◽  
pp. 33-53
Keyword(s):  
Quality Of Service ◽  
Organizational Performance ◽  
Hospitality Industry ◽  
Negative Impact ◽  
Positive Impact ◽  
Hotel Industry ◽  
Two Dimensions ◽  
Theoretical Contribution ◽  
The Relationship

The aim of this chapter is to test empirically the fundamental hypothesis highlighting the relationship between “workplace arrogance” and “organizational performance.” The results of this study undertaken in the Tunisian hotel industry validate 2 hypotheses out of 30 and reach crucial findings: (1) workplace arrogance is a multidimensional variable (6 dimensions) and its dimensions are unidimensional; (2) workplace arrogance has a significant and negative impact on organizational performance measured by two dimensions: the customer satisfaction and the quality of service; and (3) workplace arrogance has a significant and positive impact on organizational performance measured by two dimensions: quality of service and financial performance. These findings could be considered as a theoretical contribution never been discovered before.

PENGARUH KUALITAS INFORMASI DAN KUALITAS LAYANAN TERHADAP SIKAP DALAM PENGGUNAAN SISTEM APLIKASI DENGAN KEMUDAHAN PENGGUNAAN SEBAGAI VARIABEL INTERVENING PADA JASA TRANSPORTASI ONLINE (GOJEK) DI YOGYAKARTA

2019 ◽  
Vol 27 (2) ◽  
pp. 119-133
Author(s):  
Putri Aprilia Isnaini ◽  
Ida Bagus Nyoman Udayana
Keyword(s):  
Social Media ◽  
Quality Of Service ◽  
Information Quality ◽  
Sampling Technique ◽  
Ease Of Use ◽  
Quality Of Services ◽  
Quality Of Information ◽  
Transportation Services ◽  
Application Systems

This writing is done to determine the effect of information quality and service quality on attitudes in the use of application systems with the ease of use of the system as an intervining variable in online transportation services (gojek) in Yogyakarta. The sample in this study is customers who use online motorcycle transportation services in Yogyakarta. The sampling technique uses accidental sampling technique. Data collection is done by distributing online questionnaires through the Goegle form and distributed with social media such as WhatsApp and Instagram on a 1-4 scale to measure 4 indicators. The results of this study show 1) the quality of information affects the ease of use, 2) the quality of service affects the ease of use, 3) the quality of information influences attitudes in use, 4) the quality of services does not affect attitudes in use, and 5) ease of use attitude in use.

THE IMPLEMENTATION OF ISO 9001:2015 TO IMPROVE QUALITY OF SERVICE AT PUSAT KESIHATAN UNIVERSITI (PKU), UNIVERSITI UTARA MALAYSIA(UUM)

2018 ◽  
Vol 13 (Number 2) ◽  
pp. 67-77
Author(s):  
Anis Syamimi Abd Rahim ◽  
Mohd Norhasni Mohd Asaad
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Descriptive Statistics ◽  
Iso 9001 ◽  
Quality Of Services ◽  
Research Questions ◽  
Spss Software ◽  
The Relationship ◽  
Universiti Utara Malaysia

The purpose of this study is to review the implementation of ISO 9001:2015 in order to improve the quality of services at Pusat Kesihatan Universiti (PKU), Universiti Utara Malaysia. The respondents of this study were customers at the PKU, UUM. The questionnaire was distributed to 50 respondents. The data were analyzed using SPSS software version 24. The data were tested using descriptive statistics, and correlation analysis to answer the research questions and to achieve the objectives. The findings show that customers agree that implementation of ISO 9001:2015 give service at PKU, UUM is good and satisfied. Through the correlation test, the results showed that the relationship between the implementation of ISO 9001:2015 has a positive and significant impact on customer satisfaction and the effect of implementing ISO 9001:2015 has a positive and significant impact in improving quality of service at PKU, UUM.Through mean and standard deviation tests, results show that tangible dimensions are the main dimensions of customer satisfaction while dimensions with low values are dimensions of responsiveness.Therefore, all aspects of service in PKU, UUM will be strengthened and all aspects of the weaknesses could be addressed to improve the service in order to maintain good quality services.

Quality of Services Publishing Record of Fisheries (BPKP) in The Marine and Fisheries Office South Sumatera Province

2018 ◽  
Vol 1 (2) ◽  
pp. 25-32
Author(s):  
Galamda Israk ◽  
Slamet Widodo ◽  
Andy Alfatih
Keyword(s):  
Quality Of Service ◽  
Data Collection ◽  
Service Quality ◽  
Participant Observation ◽  
Secondary Data ◽  
Likert Scale ◽  
Quality Of Services ◽  
Fishing Vessels ◽  
Scale Assessment

ABSTRACT This study aims to determine the quality of service issuance of Proof of Registration of Fishing Vessels (BPKP) in the Department of Maritime Affairs and Fisheries of South Sumatra Province and what factors influence it. Data collection techniques used were the distribution of questionnaires to 60 respondents who were capture fisheries business actors with a Likert Scale assessment, as well as conducting unstructured interviews, non-participant observation and secondary data collection. The dimensions used are tangible, reliability, responsiveness, assurance and empathy. The value of service quality based on tangible dimensions is 4.2 or good, based on the reliability dimension is 4.1 or good, the responsiveness dimension is 4.0 or good, the guarantee dimension is 4.1 or good, and based on the empathy dimension is 4.1 or good. Of all these parameters, it was concluded that the quality of BPKP issuance services in the Department of Maritime Affairs and Fisheries of South Sumatra Province in 2016 was good with a score of 4.1. The conclusion is based on an assessment of an average of 58 respondents or 97.4% of respondents.

scholarly journals Analysis of an Effect Quality Pharmaceutical Services on the Satisfaction of Patients in Royal Prima Public Hospital Medan

2021 ◽  
Vol 8 (1) ◽  
pp. 20-28
Author(s):  
Fanny Yaren Sitompul ◽  
Sri Wahyuni Nasution ◽  
Chrismis Novalinda Ginting
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
General Hospital ◽  
Public Hospital ◽  
Direct Evidence ◽  
Pharmaceutical Services ◽  
Quality Of Services ◽  
Pharmacy Services ◽  
Patient’S Satisfaction

Based on a predecessor survey conducted by researchers of 30 outpatients at the Royal Prima Medan Hospital in July 2019, it showed that out of 30 patients, 23 patients expressed dissatisfaction with the quality of service and availability of drugs at the Pharmacy Installation of the Royal Prima Medan General Hospital. Where the patient's satisfaction states that there is still a lack of direct evidence (tangibles), reliability, responsiveness, assurance (assurance), empathy, hospitals and employees of outpatients at Royal Prima Hospital, Medan. This paper described Knowing the Analysis of the Effect of Pharmacy Service Quality on Outpatient Satisfaction at the Royal Prima Medan General Hospital in 2019. There is an effect of the quality of pharmaceutical services (appearance, reliability, responsiveness, assurance, and empathy) on outpatient satisfaction at Royal Prima Medan General Hospital. 2019. It is hoped that the pharmacy installation of the Royal Prima Medan General Hospital will improve the quality of services that are more optimal to achieve maximum patient satisfaction values. If the quality of pharmacy services at Royal Prima Medan General Hospital is improved, patient satisfaction will also increase. Keywords: Quality of Pharmacy Services and Patient Satisfaction.

scholarly journals Conceptual analysis of the notion of quality of services

2009 ◽  
Vol 50 ◽  
Author(s):  
Jérémy Besson ◽  
Albertas Čaplinskas
Keyword(s):  
Quality Of Service ◽  
Conceptual Analysis ◽  
Object Oriented ◽  
Point Of View ◽  
Quality Of Services ◽  
Software Systems ◽  
Service Oriented

In the last decade the component technologies have evolved from object-oriented to serviceoriented ones. Services are seen as utilities based on a pay-for-use model. This model requires providing and guaranteeinga certain Quality of Service (QoS). However, QoS and even a service itself can be defined and understood in many different ways. It is by far not obvious which of these approaches and in what extent they should be used when developing service-oriented software systems. This paper analyzes the notion of QoS namely from this point of view.

scholarly journals Penerapan Quality Of Service (QoS) dengan Metode PCQ untuk Manajemen Bandwidth Internet pada WLAN Politeknik Negeri Madiun

2019 ◽  
Vol 2 (1) ◽  
pp. 7
Author(s):  
Hendrik Kusbandono ◽  
Eva Mirza Syafitri
Keyword(s):  
Quality Of Service ◽  
Packet Loss ◽  
Wireless Lan ◽  
Quality Of Services ◽  
Ip Address

Teknologi <em>Wireless</em> LAN difungsikan untuk memfasilitasi kemudahan untuk koneksi jaringan, tidak lain termasuk jaringan internet. Manajemen <em>bandwidth</em> merupakan mengalokasikan suatu <em>bandwidth</em> yang berfungsi untuk mendukung kebutuhan atau keperluan suatu jaringan internet agar memberikan jaminan kualitas layanan suatu jaringan QoS (<em>Quality of Services</em>). Dengan tujuan untuk mengetahui bagaimana kualitas layanan dan kinerja jaringan <em>Wireless</em> LAN (WLAN), serta mengoptimalkan pembagian <em>bandwidth</em> secara merata ke sejumlah <em>client</em> yang aktif. Metode penelitian ini adalah penerapan <em>Quality </em><em>of Service</em> (QoS) yang digunakan untuk mengukur kualitas <em>b</em><em>andwidth</em> internet yang berjalan pada Wireless LAN dengan parameter <em>download</em>, <em>upload</em>, <em>throughput</em>, <em>delay</em>, <em>jitter</em>, dan <em>packet loss</em><em> </em>dan manajemen <em>bandwidth</em> dengan PCQ (<em>Per Connection Queue</em>). Hasil penelitian ini adalah pada rentang waktu 08.00 s/d 16.00 WIB quota IP Address dinamis habis, sehingga tidak dapat mengkoneksikan ke hotspot PNM-MHS. Menunjukkan rata-rata nilai sebelum dilakukan manajemen <em>bandwidth </em>metode PCQ pada <em>throughput</em> adalah 374,98 Kbps, nilai <em>delay</em> adalah 40,16 ms dengan kategori latensi “Sangat Bagus”, nilai <em>jitter</em> adalah 99,43 ms dengan kategori degradasi “Sedang”, nilai <em>packet loss</em> adalah 23,94 % dengan kategori degredasi “Sedang”. Sedangkan setelah melakukan manajemen <em>bandwidth </em>nilai <em>throughput</em> adalah 362,56 Kbps, nilai <em>delay</em> adalah 29,84 ms dengan kategori latensi “Sangat Bagus”, nilai <em>jitter</em> adalah 55,53 ms dengan kategori degradasi “Bagus”, nilai <em>packet loss</em> adalah 14,29 % dengan kategori degredasi “Bagus”. Manajemen <em>bandwidth </em>metode PCQ bekerja dengan sebuah algoritma yang akan membagi <em>bandwidth</em> secara merata ke sejumlah client yang aktif. PCQ ideal diterapkan apabila dalam pengaturan <em>bandwidth</em> kesulitan dalam penentuan <em>bandwidth</em> per client.

scholarly journals The Influence of Price, Quality of Service and Promotions on Customer Satisfaction at Bu Rajab Resto Pancing and Cottage

2021 ◽  
Author(s):  
Rabhi Fathan Muhammad ◽  
Tina Melinda
Keyword(s):  
Quality Of Service ◽  
Data Analysis ◽  
Linear Regression ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Hypothesis Testing ◽  
Positive Impact ◽  
Collection Data

This study was conducted to analyze the influence of price (X1), service quality (X2) and promotions (X3) on customer satisfaction at Bu Rajab Resto Pancing and Cottage. The study used a quantitative approach and was conducted from March to June 2020. Purposive sampling was used. 120 people were included in the research and 97 people were selected as samples. Participants were customers of Bu Rajab Resto Pancing and Cottage who had visited at least 2 times. A questionnaire was used for data collection. Data analysis involved linear regression, hypothesis testing and classical assumption tests, using the SPSS program. Price and service quality had a significantly positive impact on customer satisfaction, but promotions did not. Keywords: price, service quality, promotion, customer satisfaction

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