scholarly journals STUDI EMPIRIS KUALITAS PELAYANAN MELALUI MODEL SERVQUAL (Service Quality) DAN IPA (Important Performance Analysis) PADA MAHASISWA JURUSAN TARBIYAH STAIN GAJAH PUTIH ACEH

2019 ◽  
Vol 3 (2) ◽  
pp. 183
Author(s):  
Farid Fauzi ◽  
Ansor Nasution
Keyword(s):  
Performance Analysis ◽  
Service Quality ◽  
Random Sampling ◽  
Simple Random Sampling ◽  
Total Sample ◽  
Primary Data ◽  
Research Approach ◽  
Low Expectations ◽  
Sequential Explanatory

Penelitian ini mengkaji kualitas pelayanan dengan menggunakan Model SERVQUAL dan IPA (Important Performance Analysis) pada Jurusan Tarbiyah STAIN Gajah Putih. Dimensi pelayanan yang digunakan yaitu : Tangibles, Reliability, Responsiveness, Assurance, Empathy. Pendekatan penelitian yang digunakan adalah Mixed Method dengan Model Sequential Explanatory, jumlah populasi dalam penelitian ini berjumlah 1576 mahasiswa dengan teknik pengambilan sampel menggunakan Simple Random Sampling menggunakan Rumus Slovin dengan jumlah sampel berjumlah 94 mahasiswa. Data yang digunakan adalah data primer dengan menggunakan Skala Likert. Berdasarkan hasil penelitian terdapat tiga atribut layanan yang mempunyai kategori yang harus mendapatkan perhatian khusus, sembilan atribut layanan yang berkategori layanan yang baik tetapi mempunyai tingkat prioritas yang rendah, sepuluh atribut layanan yang berkategori atribut layanan yang mempunyai harapan dan persepsi yang rendah serta empat atribut layanan yang mempunyai kategori kinerja yang baik  dan telah melampui harapan dari para mahasiswa. Kata Kunci : Kualitas Pelayanan, SERVQUAThis study examines the quality of service using the SERVQUAL and IPA Models (Important Performance Analysis) at the STAIN Gajah Putih Tarbiyah Department. The dimensions of the services used are: Tangibles, Reliability, Responsiveness, Assurance, Empathy. The research approach used was Mix Method with Model Sequential Explanatory, the number of population in this study amounted to 1576 students with sampling techniques using Simple Random Sampling using Slovin Formula with a total sample of 94 students. The data used are primary data using a Likert Scale. Based on the results of the study there are three service attributes that have special attention categories, nine service categories that are categorized as good but have a low priority level, ten service attribute categories that have low expectations and perceptions and four service attributes has a good performance category and has exceeded the expectations of the students.Keywords : Service Quality, SERVQUAL And IPA

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 The Effect of Location, Product Diversity, and Service Quality of Members Satisfaction at BMT Muamalah Kutoanyar Tulungagung and BMT Nusantara Umat Mandiri Kalidawir Tulungagung

2021 ◽  
Vol 1 ◽  
pp. 418-432
Author(s):  
Bintari Sukma Ningrum ◽  
Citra Mulya Sari
Keyword(s):  
Service Quality ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Total Sample ◽  
Primary Data ◽  
Product Diversity ◽  
Islamic Financial Institutions ◽  
Fierce Competition ◽  
The Right

This Research is motivated by increansingly fierce competition in Islamic financial institutions, especially BMT. The success or progress of BMT can not be separated from members' satisfaction. The way to create members' satisfaction is by choosing the right institution location, providing a variety of products to suit the needs of members, and providing good service that can fulfill the expectations of members. Members who feel satisfied will have a good impact on BMT. This research uses a quantitative approach and associative research of type. Sampling with probability sampling technique and sampling method with simple random sampling. Total sample in this research were 98 respondents from BMT Muamalah Kutoanyar Tulungagung and 89 respondents from BMT NUsantara UMAT MANDIRI Kalidawir Tulungagung. The data collection method used primary data which was analyzed using multiple linear regression. The result of this research showed: 1) Location has a positive and significant effect on members' satisfaction. 2) Product diversity has a positive and significant effect on members' satisfaction. 3) Service quality has a positive and significant effect on members' satisfaction. 4) Location, product diversity, and service quality simultaneously have a positive and significant effect on member satisfaction

scholarly journals MENGUKUR KEPUASAN PASIEN RUMAH SAKIT ISLAM SITI RAHMAH PADANG ATAS KUALITAS PELAYANAN INSTALASI FARMASI DENGAN MENGGUNAKAN METODE IMPORTANCE PERFORMANCE ANALYSIS

Jurnal Ecogen ◽  
2019 ◽  
Vol 2 (1) ◽  
pp. 11
Author(s):  
Deta Aulia ◽  
Rahmiati Rahmiati ◽  
Gesit Tabrani
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Sampling Technique ◽  
Total Sample ◽  
Primary Data ◽  
Analysis Method ◽  
Analysis Technique ◽  
Study Population

This study aims to analyze and find out: (1) The service quality of pharmaceutical installations provided by RSI Siti Rahmah Padang is in accordance with patient expectations using the Importance Performance Analysis method (2) Service attributes that need to be prioritized to improve the quality of pharmacy installation services to patients in Siti Rahmah Padang Hospital using the Cartesian diagram. The study population was all visitors or patients who visited to get treatment at a pharmacy pharmacy installation. The sampling technique of this study was to use the accidental sampling method with a total sample of 100 people.The data used is primary data. The data analysis technique uses the Importance Performance Analysis method using Microsoft Excel software. The results showed that: (1) There are 1 service attribute that have a positive gap that is able to meet customer satisfaction (2) There are 3 service attributes that are the top priority for immediate improvement (3) Factors to improve the quality of pharmaceutical services caused by human factors , material, method, and environment.Keywords: Service Quality, Importance Performance Analysis, customer satisfaction, fishbone 

scholarly journals KARAKTERISTIK MUTU PELAYANAN PROSES PEMBELAJARAN DI PROGRAM STUDI BIOLOGI FMIPA UNSRAT PADA SEMESTER GENAP 2017/2018 MENGGUNAKAN ANALISIS BIPLOT

2019 ◽  
Vol 19 (2) ◽  
pp. 74
Author(s):  
Aron F Pualalo ◽  
Altien J. Rindengan ◽  
Djoni Hatidja
Keyword(s):  
Service Quality ◽  
Learning Process ◽  
Random Sampling ◽  
Teaching And Learning ◽  
Simple Random Sampling ◽  
Quality Characteristics ◽  
Primary Data ◽  
Biology Students ◽  
Biplot Analysis

Tujuan penelitian ini adalah mengetahui karakteristik kinerja dosen dalam proses belajar mengajar berdasarkan faktor penentu mutu pelayanan di Program Studi Biologi FMIPA UNSRAT menggunakan analisis biplot. Data yang digunakan dalam penelitian ini adalah data primer yang diperoleh dari mahasiswa Program Studi Biologi pada semester genap 2017/2018. Pengambilan data dilakukan dengan menggunakan Purposive  Sampling pada seluruh mata kuliah dan Simple Random Sampling pada mahasiswa yang mengambil mata kuliah tersebut dan selanjutnya diwawancarai dalam bentuk pengisian kuisioner penilaian terhadap kinerja dosen dalam proses pembelajaran. Hasilnya menunjukkan bahwa dosen-dosen yang dikategorikan memiliki karakteristik mutu pelayanan yang relatif sama adalah 1). DS28, DS15, DS11, DS25, DS12, DS18, DS16; 2). DS14 dan DS27; 3). DS2 dan DS23; 4). DS4 dan DS22; 5). DS26, DS30, DS31, DS13, DS8, DS7, DS6; 6). DS24, DS17 dan DS1.Kata kunci: Analisis Biplot, Karakteristik Mutu Pelayanan, FMIPA UNSRAT THE CHARACTERISTICS OF SERVICE QUALITY OF THE LEARNING PROCESS IN BIOLOGY DEPARTEMENT OF FMIPA UNSRAT ON EVEN-SEMESTER 2017/2018 USING BIPLOT ANALYSIS ABSTRACTThe objctive of this research was determine the characteristics of lecturers in teaching and learning process, based on the factors using Biplot Analysis. The primary data used in this research are obtained from Biology students on even-semester 2017/201, data retrieving using purposive samping to all courses and using simple random sampling on students who took the course.  The results showed that lecturers who categorized as having relatively similar service quality characteristics, are 1). DS28, DS15, DS11, DS25, DS12, DS18, DS16; 2). DS14 and DS27; 3). DS2 and DS23; 4). DS4 and DS22; 5). DS26, DS30, DS31, DS13, DS8, DS7, DS6; 6). DS24, DS17 and DS1.Keywords: Biplot Analysis, The Characteristics of Service Quality, FMIPA UNSRAT

PENGARUH KEPEMIMPINAN DAN MOTVASI KERJA TERHADAP KUALITAS PELAYANAN PUBLIK (STUDI KASUS PADA KANTOR KEMENTERIAN AGAMA SUNGAI PENUH )

2020 ◽  
Author(s):  
Pahrizal
Keyword(s):  
Data Analysis ◽  
Service Quality ◽  
Public Service ◽  
Random Sampling ◽  
Secondary Data ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Primary Data ◽  
Analysis Techniques ◽  
Intervening Variables

The research is proposed to test the influence of Leadership and Motivation Work on Public Service Quality. The population in this study was the Kantor Kementerian Agama Sungai Penuh who had received the last 1 year service at the Kantor Kementerian Agama Sungai Penuh, amounting to 260 people. Furthermore, by using the Slovin formula, a sample size of 158 people was chosen with a sampling technique based on Simple Random Sampling. This study uses primary data and secondary data. Data analysis techniques used are path analysis and hypothesis testing using t test with data analysis using SPSS version 20. The results of the study based on showing that partially the Leadership and motivation work have a positive and significant effect on Public Service Quality. The results also show that motivation work variables act as intervening variables between Leadership and Public Service Quality.

scholarly journals Pengaruh Pengetahuan, Kualitas Pelayanan, Produk, dan Religiusitas terhadap Minat Nasabah untuk Menggunakan Produk Simpanan pada Lembaga Keuangan Mikro Syariah

2018 ◽  
Vol 4 (02) ◽  
pp. 136
Author(s):  
Abdul Haris Romdhoni ◽  
Dita Ratna Sari
Keyword(s):  
Service Quality ◽  
Random Sampling ◽  
Quantitative Methods ◽  
Sampling Method ◽  
Primary Data ◽  
Independent Variables ◽  
Knowledge Service ◽  
Knowledge Quality ◽  
Quality Product

This study aims to examine the influence of knowledge, service quality, product, and religiosity on customers' interest in using savings products at BMT Amanah Ummah Gumpang Kartasura, Sukoharjo. In this study for independent variables are knowledge, service quality, product, and religiosity, while for the dependent variable in this study is the interest of customers using deposit products. This study uses a sample of 100 people with sampling using a random sampling method. This study uses quantitative methods and primary data using a questionnaire that must be answered by the respondent. Data analysis in this study used Multiple Linear Regression. The results of this study can be concluded based on the t test, the variables of knowledge and religiosity have an influence on the interest of customers using savings products. While service and product quality variables do not have an influence on customer interest by using deposit products. Based on the F test shows that the knowledge, quality of service, products, and religiosity simultaneously influence the interest of customers to use savings products at BMT Amanah Ummah Gumpang Kartasura, Sukoharjo.

PENGARUH PEMAHAMAN WAJIB PAJAK, KUALITAS PELAYANAN DAN SANKSI PERPAJAKAN TERHADAP KEPATUHAN WAJIB PAJAK PADA KPP PRATAMA SURAKARTA

2020 ◽  
Vol 18 (1) ◽  
pp. 28
Author(s):  
Musa Zul Hazmi ◽  
Suhendro Suhendro ◽  
Riana Rahcmawati Dewi
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Random Sampling ◽  
Quantitative Research ◽  
Sampling Method ◽  
Selection Method ◽  
Data Sources ◽  
Data Selection ◽  
Primary Data

This research was conducted to assess whether understanding taxpayers, service quality, and tax penalties against the KPP Pratama Surakarta. Population in this research are Individual Taxpayers at KPP Pratama Surakarta. Data sources in this study are primary data collected by researchers through questionnaires distributed to 110 respondents, but returned and complete questionnaires were 60 respondents . This research is a quantitative research with 60 respondents at KPP Pratama Surakarta.  The data selection method is the random sampling method. The data in this study were processed using the SPSS 21.0 for Windows application. Based on research results understanding taxpayers, service quality, and tax sanctions have a significant effect on taxpayer approval. Understanding tax regulations becomes a benchmark for taxpayers in completing their tax obligations. The quality of service provided by the tax authorities influences taxpayer compliance, indicating that service quality is a benchmark to make taxpayers obey. The existence of tax sanctions that are given expressly will increase the level of compliance, because making taxpayers afraid of being subjected to these sanctions and the stipulation of tax sanctions will deter taxpayers and clear and firm sanctions. Keywords: Understanding, Service Quality, Penalties, Taxpayers

scholarly journals The Effect of Perceived Value and Service Quality on Depositor Loyalty

2021 ◽  
Vol 4 (1) ◽  
Author(s):  
Audi Putri Kamajaya ◽  
◽  
Agus Aribowo
Keyword(s):  
Service Quality ◽  
Structural Equation Model ◽  
Commercial Bank ◽  
Random Sampling ◽  
Structural Equation ◽  
Perceived Value ◽  
Simple Random Sampling ◽  
Equation Model ◽  
Primary Data ◽  
Good Relationship

For a bank, the depositors are the primary assets. Therefore, the bank should maintain a good relationship with them to be loyal to all efforts. If they are faithful, they will always keep putting their money in the bank. Therefore, the bank can execute the intermediate function properly. This study intends to examine the effect of perceived value and service quality on depositor loyalty. Consequently, the depositors of commercial bank H at branch F in Bandung become the population and the samples. This study also uses the Slovin formula, simple random sampling, and survey to calculate the samples, grab them, and accumulate the primary data. Moreover, the gathered data get analyzed by the structural equation model (SEM) based on variance. To sum up, this study proves that the perceived value and service quality positively affect depositor loyalty after examining the proposed hypotheses. To increase depositors to be loyal, the bank has to focus on elevating their perceived value and giving them superior service.

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 PENGARUH KUALITAS PELAYANAN AKADEMIK TERHADAP KEPUASAN MAHASISWA (Studi pada Mahasiswa Administrasi Bisnis Universitas Telkom)

AdBispreneur ◽  
2017 ◽  
Vol 2 (2) ◽  
Author(s):  
Vinny Jennifer Rahareng ◽  
Nurnida Relawan
Keyword(s):  
Student Satisfaction ◽  
Random Sampling ◽  
Consumer Satisfaction ◽  
Linear Regression Analysis ◽  
Simple Random Sampling ◽  
Primary Data ◽  
Data Sampling ◽  
Probability Sampling ◽  
Physical Evidence

ABSTRACTThis research aims to identify  he influence of quality of academic service owned by the Prodi Administration Business toward consumer satisfaction batch 2013. This research used quantitative descriptive method. The type of data required for research is the primary data and secondary data. Sampling done by the method of probability sampling type of simple random sampling with 72 responden. Data were analyzed using descriptive analysis and multiple linear regression analysis. Based on the results of T test here are two variables that effect i.e. variable Responsivenss (responsiveness) and Tangible (physical evidence), while variable Reliability (reliability), Assurane (Assurance) and Emphaty (empathy) does not affect the satisfaction of the students. The result of this research was based on the F-test is the quality of service which consists of Reliability (reliability), the Responsivenss (responsiveness), Assurane (Assurance), Emphaty (empathy) and Tangible (physical evidence) take effect simultaneously and significantly to student satisfactionKeywords : Service quality, student satisfaction  ABSTRAKPenelitian ini bertujuan untuk mengetahui pengaruh kualitas layanan akademik yang dimiliki oleh Prodi Administrasi Bisnis terhadap kepuasan mahasisiswa angkatan 2013. Metode yang digunakan dalam penelitian ini adalah metode kuantitatif deskriptif. Jenis data yang dibutuhkan untuk penelitian adalah data primer dan data sekunder. Pengambilan sampel dilakukan dengan metode probability sampling jenis simple random sampling, dengan jumlah responden sebanyak 72 responden. Teknik analisis data menggunakan analisis deskriptif dan analisis regresi berganda.Berdasarkan hasil uji T terdapat 2 variabel yang berpegaruh yakni variabel Responsivenss (daya tanggap) dan variabel Tangible (bukti fisik), sedangkan variabel Reliability (kehandalan), Assurane (Jaminan) dan Emphaty (empati) tidak berpengaruh terhadap kepuasan mahasiswa. Hasil dari penelitian ini berdasarkan uji F adalah Kualitas Pelayanan yang terdiri dari Reliability (kehandalan) , Responsivenss (daya tanggap), Assurane (Jaminan) , Emphaty (empati) dan Tangible (bukti fisik) berpengaruh secara simultan dan signifikan terhadap kepuasan mahasiswaKata kunci : Kualitas pelayanan, kepuasan mahasiswa

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