PENGARUH PERSEPSI MAHASISWA TERHADAP KUALITAS PELAYANAN PEGAWAI DIBAGIAN ADMINISTRASI FAKULTAS ILMU ADMINISTRASI UNIVERSITAS LANCANG KUNING

Jurnal Niara ◽  
2018 ◽  
Vol 11 (1) ◽  
pp. 6-16
Author(s):  
Trio Saputra ◽  
Bunga Chintia Utami ◽  
Wasiah Sufi
Keyword(s):  
Quality Of Service ◽  
Data Analysis ◽  
Student Perceptions ◽  
Student Perception ◽  
Sampling Technique ◽  
Field Work ◽  
Coefficient Of Determination ◽  
Cluster Sampling ◽  
Service Employees

The purpose of this study is to determine the effect of student perceptions on the quality of service employees in the administrative department of the administration science universitas lancang kuning. This research is a quantitative research with associative approach. Operational definitions include indicators of student perception variables (X) that accept or absorb, understand or understand and assess or evaluate. Then variable quality of service (Y) that is Tangible, Realiable, Responsiveness, Assurance and Empaty. This study has a population of 90 students in the fourth semester, the sampling technique using randon cluster sampling so the number of samples used in this study is a student IVb semester with the number of 46 people. Data collection techniques used are library research) and field work research. The data gauge used is Likert scale. Data analysis technique used is Simple Linear Regression. The conclusion based on the data analysis and hypothesis testing resulted is the influence of student perceptions on the quality of employee services in the administrative department of the administration science universitas lancang kuning obtained the result of the equation Y = 14.592 + 1.143x and the significance test t of 92%. Then based on the test results of the coefficient of determination of the influence of student perceptions of the quality of service employees in the administrative department of the administration science universitas lancang kuning is 65.8%.

scholarly journals The Influence of Service Quality on inpatients Satisfaction: Study at Bahagia Hospitals, Makassar City

Jurnal Office ◽  
2021 ◽  
Vol 7 (1) ◽  
pp. 21
Author(s):  
Herlina Sakawati ◽  
Nina Agustina ◽  
Sulmiah Sulmiah
Keyword(s):  
Quality Of Service ◽  
Data Analysis ◽  
Service Quality ◽  
Significant Influence ◽  
Research Method ◽  
Descriptive Analysis ◽  
Sampling Technique ◽  
Survey Method ◽  
Inferential Analysis

This study aims to determine the effect of service quality on inpatient satisfaction at the Bahagia Hospital in Makassar City. The research method used is a quantitative survey method using an explanatory approach. A sample of 100 people who are inpatients at the Bahagia Hospital using accidental sampling technique. The data analysis used is descriptive analysis and inferential analysis. The results showed that the quality of service had a significant influence on the satisfaction of inpatients at the Bahagia Hospital. This shows that service quality has an important role so that service delivery can provide results in accordance with what patients expect

scholarly journals ANALISIS KUALITAS PELAYANAN, SARANA PRASARANA DAN LINGKUNGAN TERHADAP KEPUASAN PASIEN

2019 ◽  
Vol 7 (2) ◽  
pp. 39
Author(s):  
Sripina Ulandari ◽  
Sunarsih Yudawati
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
Data Analysis ◽  
Linear Regression ◽  
Health Center ◽  
Sampling Technique ◽  
Quality Of Services ◽  
P Value ◽  
The Relationship

The puskesmas must still be able to maintain the quality of services supported by adequate facilities and infrastructure and be supported by the creation of a clean, beautiful, neat and pleasant environment so as to meet the expectations or needs of patients. The purpose of this study was to analyze the relationship between the quality of services, facilities and the environment for patient satisfaction at Pujon Health Center Malang Regency.The type of research used is explanatory reset. The sampling technique used was purposive sampling. The sample in this study were patients who came to treatment (at least 2 times treatment) or patients who had used services to the Health Center as many as 150 respondents. Collecting data uses observation techniques, interviews, questionnaires and documentation. The data analysis used is multiple linear regression. Based on the results of the study prove the existence of a significant influence between the quality of service, infrastructure and environment on patient satisfaction in Health Center (p-value 0.034

scholarly journals Pengaruh Kompetensi Pegawai terhadap Kualitas Pelayanan Administrasi Terpadu Kecamatan (Paten) di Kecamatan Kuranji Kota Padang

2018 ◽  
Vol 1 (2) ◽  
pp. 98
Author(s):  
Najmi Rahmadhani
Keyword(s):  
Quality Of Service ◽  
Regression Analysis ◽  
Data Analysis ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Quality Of Services ◽  
Simple Linear Regression ◽  
The Public ◽  
Total Influence

This study was motivated by various problems of dissatisfaction felt by the society to the less qualified service from employees in the public sector. This study aims to determine whether the competence of employees influence the quality of services in the District Integrated Administration Services (PATEN) in Kuranji Subdistrict, Padang City. This is a quantitative study. The population in this study consisted of 96,098 people with the sample of 398 respondents. The sampling technique used in this study was proportional sampling technique. The data of this study were analyzed with simple linear regression analysis. The result of data analysis showed that the competence of employees had a positive and significant influence on the quality of PATENT service in Kuranji Subdistrict, Padang City with total influence of 53.7%. This showed that the higher the competence of the employees would be the higher the quality of service PATENT in the Kuranji Subdistrict.

scholarly journals PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN DALAM MENGGUNAKAN LAYANAN OJEK ONLINE DI KARAWANG

2021 ◽  
Vol 6 (1) ◽  
pp. 19-28
Author(s):  
Lania Muharsih
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Quantitative Research ◽  
Service Providers ◽  
Sampling Technique ◽  
Coefficient Of Determination ◽  
Quantitative Research Methods ◽  
Positive Effect

The progress of this online transportation company certainly depends on the quality of service provided to its customers. Companies engaged in online-based transportation service providers are required to provide good service to their customers in order to satisfy their customers. This study aims to determine the effect of service quality on customer satisfaction in using online taxibike services in Karawang. The research method used is quantitative research methods with non-experimental research design. Sampling in this study was carried out by using a quota sampling technique. The number of samples in this study were 384 respondents. The method of data collection was carried out using service quality instruments with 57 valid items and customer satisfaction instruments with 29 valid items. Based on the Cronbach Alpha formula, the reliability coefficient of the service quality instrument is 0.978 and the customer satisfaction instrument is 0.907, which means that these two scales are very reliable. The results of the data analysis show that there is a positive effect of service quality on customer satisfaction in using online taxibike services in Karawang. This means that the better the quality of service provided by online taxibike service providers in Karawang, the higher customer satisfaction. The results of the calculation of the coefficient of determination show that service quality has a positive effect on customer satisfaction by 1.7%, while the other 98.3% are influenced by other variables not examined in this study. The suggestions for further research are examining other variables that can affect customer satisfaction, such as service quality and price.Keywords: Service quality, customer satisfaction, online taxibike Kemajuan perusahaan transportasi online ini tentunya bergantung pada kualitas pelayanan yang diberikan untuk para pelanggannya. Perusahaan yang bergerak di bidang jasa penyedia transportasi berbasis online dituntut untuk memberikan pelayanan yang baik kepada pelanggannya agar bisa memuaskan pelanggannya. Penelitian ini bertujuan untuk mengetahui pengaruh kualitas pelayanan terhadap kepuasan pelanggan dalam menggunakan layanan ojek online di Karawang. Metode penelitian yang digunakan adalah metode penelitian kuantitatif dengan desain penelitian non-eksperimental. Pengambilan sampel pada penelitian ini dilakukan dengan teknik pengambilan sampel kuota. Adapun jumlah sampel dalam penelitian ini sebanyak 384 responden. Metode pengumpulan data dilakukan dengan menggunakan instrumen kualitas pelayanan sebanyak 57 item sahih dan instrumen kepuasan pelanggan sebanyak 29 item sahih. Berdasarkan rumus Alpha Cronbach diperoleh koefisien reliabilitas instrumen kualitas pelayanan sebesar 0,978 dan instrumen kepuasan pelanggan sebesar 0,907, yang berarti kedua skala ini sangat reliabel. Hasil analisis data menunjukkan bahwa terdapat pengaruh positif kualitas pelayanan terhadap kepuasan pelanggan dalam menggunakan layanan ojek online di Karawang. Artinya semakin baik kualitas pelayanan yang diberikan penyedia jasa layanan ojek online di Karawang maka semakin tinggi kepuasan pelanggan. Hasil perhitungan koefisien determinasi menunjukkan bahwa kualitas pelayanan memberikan pengaruh positif terhadap kepuasan pelanggan sebesar 1,7%, sedangkan 98,3% lainnya dipengaruhi oleh variabel-variabel lain yang tidak diteliti dalam penelitian ini. Adapun saran untuk penelitian selanjutnya yaitu meneliti variabel-variabel lain yang dapat memengaruhi kepuasan pelanggan misalnya kualitas jasa dan harga.Kata Kunci: Kualitas pelayanan, kepuasan pelanggan, ojek online

Pengaruh Mutu Layanan Pendidikan terhadap Kepuasan Siswa di MIS Mathlail Khoir Kecamatan Bojong Gede Bogor

2021 ◽  
Vol 4 (1) ◽  
pp. 28-42
Author(s):  
Aulia Fauziah ◽  
Ahmad Riyadi ◽  
Nurul Hamidah
Keyword(s):  
Student Satisfaction ◽  
Descriptive Analysis ◽  
Sampling Technique ◽  
Mean Value ◽  
Coefficient Of Determination ◽  
Educational Services ◽  
Quality Of Education ◽  
Cluster Sampling ◽  
Education Services

Service quality based on education to evaluate student satisfaction at MIS Mathlail Khoir. The purpose of this study was to examine the effect of the quality of educational services on student satisfaction as well as to explain the quality of educational services and student satisfaction. The method used is a quantitative method with descriptive analysis with a population of 405 students and the sampling technique is cluster sampling of 100 students assigned to students in class V and class VI. These instruments are observation, documentation, and questionnaires. The data analysis method was carried out using correlation techniques and simple linear regression with the help of SPSS 26 software. The results showed that the quality of education services and student satisfaction in the school was said to be high with a mean value of X 75.83 while Y was 48.34. And shows that there is a significant influence between the quality of education services on student satisfaction from the regression equation obtained by Y'= 33.889+0.191X showing that there is a positive or unidirectional relationship, based on the calculation of the coefficient of determination of 10.5% while 89.5% is influenced by other variables not examined.

scholarly journals PENGARUH PARTISIPASI MASYARAKAT DAN KINERJA PENGELOLA TERHADAP KUALITAS PELAYANAN PENYEDIAAN SARANA AIR MINUM DAN SANITASI BERBASIS MASYARAKAT DI KABUPATEN ROKAN HULU

2019 ◽  
Vol 2 (3) ◽  
pp. 1-18
Author(s):  
Bisman ◽  
Muchlis Hamdi ◽  
Aries Jaenuri ◽  
Kusworo
Keyword(s):  
Drinking Water ◽  
Quality Of Service ◽  
Linear Regression ◽  
Community Participation ◽  
Service Provision ◽  
Sampling Technique ◽  
Cluster Sampling ◽  
Community Based ◽  
The People

Tujuan penelitian ini untuk menganalisis pengaruh partisipasi masyarakat dan kinerja pengelola terhadap kualitas pelayanan Penyediaan Sarana Air Minum dan Sanitasi Berbasis Masyarakat di Kabupaten Rokan Hulu. Populasi yaitu masyarakat yang memanfaatkan program Pamsimas dari tahun 2008 hingga 2018 sebanyak 14.605 kepala keluarga yang tersebar sebanyak 111 desa di Kabupaten Rokan Hulu. Jumlah sampel menggunakan rumus Slovin sebanyak 390 orang responden, dan teknik pengambilan sampel secara cluster sampling. Pengambilan informasi dari tanggapan responden menggunakan kuesioner denganskala likert dan dianalisis dengan regresi linear berganda. Hasil penelitian menunjukan partisipasi masyarakat dan kinerja pengelola berpengaruh positif dan signifikan terhadap kualitas pelayanan baik secara parsial maupun secara simultan.  AbstractThe purpose of this study was to analyze the effect of community participation and manager's performance on the quality of service provision of Community-Based Drinking Water and Sanitation Facilities in Rokan Hulu Regency. The population is the people who use the Pamsimas program from 2008 to 2018 as many as 14,605 heads of family spread out as many as 111 villages in Rokan Hulu Regency. The number of samples using the Slovin formula were 390 respondents, and the sampling technique was cluster sampling. Retrieval of information from respondents' responses using a questionnaire with a Likert scale and analyzed by multiple linear regression. The results showed that community participation and manager's performance had a positive and significant effect on service quality, either partially or simultaneously.

scholarly journals STUDI KUALITAS PELAYANAN PADA SOSIAL MEDIA INSTAGRAM NINJA XPRESS TERHADAP PENINGKATAN CITRA PERUSAHAAN

2020 ◽  
Vol 3 (1) ◽  
pp. 96-108
Author(s):  
Aditya Krisna Putri, Yani Hendrayani, Uljanatunnisa
Keyword(s):  
Social Media ◽  
Quality Of Service ◽  
Sampling Technique ◽  
Corporate Image ◽  
T Test ◽  
Coefficient Of Determination ◽  
Survey Method ◽  
Test Results

This study discusses quality of service study in social media instagram of Ninja Xpress against improving the corporate image. The purpose of this research is to know the magnitude of the influence quality of service against improving corporate image on delivery service of Ninja Xpress. The model used in this study is a model of the formation of images. The method used is quantitative. This research using survey method by using a questionnaire. The population in this research is a followes of Ninja Xpress’s Instagram, for the sample Yamane formula using which then obtained as many as 99 of respondents. Sample withdrawal techniques used in this research is purposive sampling technique. The research results showed that test results correlation variable X (quality of service) against the variable Y (the corporate image) of 0,821. Based on the results of the calculation of the coefficient of determination of the obtained results the presence of the influence of variables X against Y variables of 67,4% it means the results of the influences is significant between variables X against Y variables. T test results in apat t calculate > t table i.e. t calculate 14,184 > 1,661 table t, then it can be inferred H0 is rejected and the Ha are received. The conclusion from research that Instagram of Ninja Xpress account must always be active in interacting with their customers and making the latest innovations in Instagram content uploads.

scholarly journals Pengaruh Waktu Tunggu, Harga dan Kualitas Pelayanan terhadap Kepuasan Konsumen pada Maskapai XYZ Terminal 1B di Bandara Soekarno Hatta

2019 ◽  
Vol 1 (1) ◽  
pp. 125
Author(s):  
Seri Warsih
Keyword(s):  
Quality Of Service ◽  
Data Analysis ◽  
Customer Satisfaction ◽  
Hypothesis Testing ◽  
Waiting Time ◽  
Consumer Satisfaction ◽  
Linear Regression Analysis ◽  
Coefficient Of Determination ◽  
Time Price

This study aims to determine the effect of waiting time, price and quality of service to customer satisfaction and analyze the most dominant variable affecting consumer satisfaction. Based on the results of this study is expected to realize the management of companies more effective and efficient. Population in this research is all passengers who use flight service from XYZ terminal terminal 1b at the Soekarno Hatta Airport Tangerang. Sampling technique conducted by the writer is Purpose Sampling, so that in the study only taken 100 passengers using XYZ airline. Method of data collection using questionnaire method and data analysis method using quantitative analysis with hypothesis proof. Hypothesis testing conducted is classical assumption test, multiple linear regression analysis, coefficient of determination (R2), “t” test and “F” test. Based on the results of data analysis and hypothesis testing, it can be concluded as follows: 1) waiting time partially influential and significant to customer satisfaction, 2) price partially influential and significant to customer satisfaction, 3) quality of service partially significant and significant customer satisfaction, 4) waiting time, price and service quality simultaneously have an effect on and significant to consumer satisfaction.

scholarly journals Pengaruh Waktu Tunggu, Harga Dan Kualitas Pelayanan Terhadap Kepuasan Konsumen Pada Maskapai Garuda Indonesia Di Terminal 3 Bandara Soekarno Hatta

2019 ◽  
Vol 2 (4) ◽  
Author(s):  
Bunga Ayu Lestari
Keyword(s):  
Quality Of Service ◽  
Data Analysis ◽  
Customer Satisfaction ◽  
Hypothesis Testing ◽  
Waiting Time ◽  
Linear Regression Analysis ◽  
Test Method ◽  
Coefficient Of Determination ◽  
Time Price

This study to determine the effect of waiting time, price and quality of service to customer satisfaction and analyze the most dominant variable affecting consumer satisfaction. Based on the results of this study is expected to realize the management of companies more effective and efficient. Population in this research is all passengers who use flight service from Garuda Indonesia Airlines terminal 3 at the Soekarno Hatta Airport Tangerang. Sampling technique conducted by the writer is Purpose Sampling, so that in the study only taken 100 passengers that using Garuda Indonesia Airlines. Method of data collection using questionnaire method and data analysis test method using quantitative analysis with hypothesis proof. Hypothesis testing conducted is classical assumption test, multiple linear regression analysis, coefficient of determination (R2), “t” test ND “F” test. Based on the result of data analysis and hypothesis testing, it can be concluded as follows : 1)Waiting time partially influential and significant to customer satisfaction, 2) price partially influential and significant to customer satisfaction, 3) quality of service partially significant and significant customer satisfaction, 4) waiting time, price and service quality simultaneously have an effecr on and significant to customer satisfaction.

scholarly journals Analysis The Quality Of Service And Effectiveness E-Commerce Auy Publisher Using The Method E-Servqual

2019 ◽  
Vol 3 (1) ◽  
pp. 25
Author(s):  
Atik Budi Paryanti ◽  
Sumarsid Sumarsid
Keyword(s):  
Quality Of Service ◽  
Data Analysis ◽  
Service Quality ◽  
Test Validity ◽  
Sampling Technique ◽  
Quality Level ◽  
Validity And Reliability ◽  
Electronic Service ◽  
Service Attribute

This research aims to analyze the quality of the service and the effectiveness of Ecommerce. This research uses a quantitative approach. Data analysis using the pras test test validity and reliability as well as a test of normality. At this stage of the analysis of data with calculations e-servqual will get the service quality level e-Commerce and the calculation of e-Commerce It can also analyze the priority of each service attribute that needs to be fixed or not. The questionnaire will be filled is given to respondents with Nonprobability Sampling technique. This study use 46 participant. The Total value of Electronic Service Quality (TESQ) obtained from the results of the calculation of the gap between perception and expectation is positive, the results obtained are 0226. This means that the customer’s expectations of the service e-Commerce in larger AUY Publisher from the Ministry obtained this time, so that the service provided is still not satisfying customers and has not been effective (X2 ).

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