scholarly journals PENGARUH KUALITAS PELAYANAN TERHADAP PENGRUH KEPUASAN KONSUMENN PENGGUNA TRASNPORTASI UMUM TRANSJAKARTA (STUDI KASUS PADA MAHASISWA ADMINISTRASI NIAGA POLITEKNIK NEGERI JAKARTA)

Epigram ◽  
2018 ◽  
Vol 15 (1) ◽  
Author(s):  
Ayu Wahyuningsih ◽  
Endah Wartiningsih
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Research Method ◽  
B Value ◽  
Substantial Contribution ◽  
Reliability Indicator ◽  
Strong Relation ◽  
Factor C ◽  
Formula Method

AbstractThis study aims to observe the quality of service towards the satisfaction of Transjakarta passengers; specifically to Business Administration Student, State Polytechnic of Jakarta. This study used survey research method as part of quantitative approach. In collecting data, this study applied both primary and secondary as supporting resources. This study involved 214 population; 139 respondents were obtained through Slovin formula method. The results show that; (a) this research is qualified for a normal distribution, which is 0,200 > 0,05, and the direction of this research is positive, where Y = 13,465 + 0,866X. In addition, there is an intense correlation between variable, in amount of 0.887. (b) Value of effect from service quality variable has a substantial contribution to customer satisfaction, at 78,6%, and 21,4% are influenced by another factor. (c) Based on the response of service quality, reliability indicator created the strong relation compared to responsiveness as the lowest/weakest indicator. Regarding respondents' responses to customer satisfaction; the biggest indicator in creating the strong relation is emphaty whilst the reliability is positioned at the lowest/weakest indicator.Keywords: Service Quality, Customer Satisfaction, TransjakartaAbstrakPenelitian ini bertujuan untuk mengetahui pengaruh kualitas pelayanan terhadap kepuasan konsumen pengguna transportasi umum Transjakarta pada mahasiswa Administrasi Niaga Politeknik Negeri Jakarta. Metode penelitian yang digunakan dalam penelitian ini adalah penelitian survei yang merupakan salah satu bagian dari pendekatan penelitian kuantitatif. Pengumpulan data menggunakan data primer dan sekunder.. Populasi dalam penelitian ini sebanyak 214 orang dan sampel yang didapatkan dengan menggunakan metode rumus Slovin sebanyak 139 responden. Hasil penelitian ini menunjukkan bahwa: (a) penelitian ini memenuhi syarat distribusi normal, dimana 0,707 > 0,05. Dan hasil penelitian diketahui bahwa arah penelitian ini positif yaitu Y = 15,667 + 0,743X. Selain itu diketahui bahwa terdapat hubungan atau korelasi yang sangat kuat antar variabel yaitu sebesar 0,791, (b) nilai pengaruh yang dihasilkan variabel kualitas pelayanan memiliki kontribusi yang cukup besar terhadap kepuasan konsumen pengguna transportasi umum Transjakarta yaitu sebesar 62,6%. Sedangkan sisanya sebesar 37,4% dipengaruhi oleh faktor lain diluar dari penelitian ini. (c) berdasarkan tanggapan responden terhadap kualitas pelayanan, diketahui indikator bukti fisik menciptakan hubungan yang paling kuat dan indikator terendah adalah daya tanggap. Untuk tanggapan responden terhadap kepuasan konsumen indikator yang paling besar menciptakan hubungan paling kuat adalah kepuasan terhadap empati dan indikator terendah adalah kepuasan terhadap bukti fisik.Kata Kunci: Kualitas Pelayanan, Kepuasan Konsumen, Transjakarta

Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan di Kantor Perusahaan Umum Badan Urusan Logistik Kota Sampit Kabupaten Kotawaringin Timur

2016 ◽  
Vol 2 (2) ◽  
pp. 1-5
Author(s):  
Masrukin Masrukin ◽  
Hermanto Hermanto
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Error Rate ◽  
Research Method ◽  
Statistical Test ◽  
Quality Factors ◽  
Public Companies ◽  
Public Company

Customer satisfaction is influenced by service quality factors, this study aims to find out and analyze how much influence the quality of service on customer satisfaction is felt by customers who use the service of Poor Rice (Raskin) at the Office of Public Companies Logistics Agency (Perum BULOG) in Sampit City Regency East Kotawaringin. The research method used in this study is the method of observation, questionnaire/questionnaire and documentation using a Likert scale and the method of determining the sample used is the error rate of 5% as many as 213 samples. Testing the hypothesis used is a statistical test with the formula "Product moment person". The results showed that there was a very strong correlation between Service Quality and Customer Satisfaction of the Office of Public Company of the Logistics Affairs Agency (Perum BULOG) in the District of East Kotawaringin. As much as 0.9968514278 based on the calculation of Pearson Product Moment value.

scholarly journals PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PT. SAMUDRA BINTANG ANGKASA TOUR AND TRAVEL BANJARMASIN

2019 ◽  
Vol 5 (1) ◽  
Author(s):  
Dini Puspita
Keyword(s):  
Quality Of Service ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Significant Influence ◽  
Research Method ◽  
Influential Factor ◽  
Sampling Techniques ◽  
Cross Sectional

Abstract: The purpose of this study is to know and analyze the influence of service quality on customer satisfaction at PT Samudra Bintang Angkasa Tour and Travel. The research method used is the analytical survey research method. The approach chosen in this study is the Cross Sectional approach. The population in this study are customers who use the services of PT Samudra Bintang Angkasa Tour and Travel, from August to November 2018. The sample in this study used accidental sampling techniques totaling 60 customers who used the services of PT Samudra Bintang Angkasa Tour and Travel in December 2018. Data collection techniques used questionnaires, documentation, and observation. The results of the study can be concluded that there is a simultaneous significant influence between service quality consisting of Tangible , Reliability , Responsiveness, Assurance and Empathy on Customer satisfaction PT. Samudra Bintang Angkasa Tour and Travel Banjarmasin. There is a partial significant influence between the quality of service consisting of Tangible, Reliability, Responsiveness , and Empathy on Customer satisfaction PT. Samudra Bintang Angkasa Tour and Travel Banjarmasin. Reliability Factoris the most influential factor (predominantly on Customer satisfaction at PT. Samudra Bintang Angkasa Tour and Travel Banjarmasin. Keywords: Service Quality, Satisfaction, Customers Abstrak: Tujuan dari penelitian ini adalah mengetahui dan menganalisis pengaruh kualitas layanan terhadap kepuasan pelanggan pada PT Samudra Bintang Angkasa Tour and Travel. Metode penelitian yang digunakan adalah metode penelitian survey analitik. Pendekatan yang dipilih dalam penelitian ini adalah pendekatan Cross Sectional. Populasi dalam penelitian ini adalah pelanggan yang menggunakan jasa PT Samudra Bintang Angkasa Tour and Travel, dari bulan Agustus sampai dengan November 2018. Sampel dalam penelitian ini menggunakan teknik accidental sampling berjumlah 60 orang pelanggan yang menggunakan jasa PT Samudra Bintang Angkasa Tour and Travel pada bulan Desember tahun 2018. Teknik pengumpulan data menggunakan kuesioner, dokumentasi, dan observasi. Hasil penelitian dapat disimpulkan bahwa ada pengaruh signifikan secara simultan antara kualitas layanan yang terdiri atas Tangible, Reliability, Responsiveness, Assurance dan Empathy terhadap kepuasan Pelanggan PT. Samudra Bintang Angkasa Tour and Travel Banjarmasin. Ada pengaruh signifikan secara parsial antara kualitas layanan yang terdiri atas Tangible, Reliability, Responsiveness, dan Empathy terhadap kepuasan Pelanggan PT. Samudra Bintang Angkasa Tour and Travel Banjarmasin. Faktor Reliability merupakan faktor yang paling berpengaruh (secara dominan terhadap kepuasan Pelanggan PT. Samudra Bintang Angkasa Tour and Travel Banjarmasin. Kata kunci : Kualitas Pelayanan, Kepuasan, Pelanggan

scholarly journals PENILAIAN KEPUASAN PELANGGAN DENGAN APLIKASI SURVEI PADA PDAM KOTA BENGKULU

Teknosia ◽  
2021 ◽  
Vol 1 (1) ◽  
pp. 16-21
Author(s):  
Khairil Khairil
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Service ◽  
Programming Language ◽  
Research Method ◽  
Satisfaction Survey ◽  
Level Of Satisfaction ◽  
System Requirements ◽  
The Ideal

Customer satisfaction is a major reason in the service or goods business. The company will get a big profit if the customer is satisfied with the ideal service provided. The purpose of this study was to find the level of satisfaction of the PDAM's performance on customer service by making an online satisfaction survey application. The research method used is system requirements analysis, designing system requirements, coding translating the system with a programming language, implementing the system and maintaining any changes to the system. The results of the study show that the satisfaction survey application can make it easier for customers to send complaints about the service quality of PDAM Kota Bengkulu. With the PDAM polling application, it is faster to take action according to complaints from customers.

scholarly journals STUDI CITRA RUMAH SAKIT DAN KUALITAS PELAYANAN TERHADAP LOYALITAS PELANGGAN MELALUI KEPUASAN PELANGGAN PADA RUMAH SAKIT AWAL BROS TANGERANG

2019 ◽  
Vol 8 (2) ◽  
Author(s):  
Agung Sulistyo ◽  
Aris Gumilar
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Direct Effect ◽  
Customer Loyalty ◽  
Research Method ◽  
Direct Influence ◽  
Positive Direct ◽  
Descriptive Method

This study aims to determine the effect of hospital image and service quality to customer loyalty through customer satisfaction at Awal Bros Tangerang Hospital. The research method used in this research is descriptive method, and by testing the hypothesis. The result of the study found that: 1) There is a positive direct effect of Hospital Image on Customer Satisfaction of Awal Bros Tangerang. 2) There is a positive direct influence Quality of service to Customer Satisfaction Awal Bros Tangerang Hospital. 3) There is a positive direct influence Customer Satisfaction on Customer Loyalty Awal Bros Tangerang Hospital. 4) There is a positive direct impact Hospital image of Customer Loyalty Awal Bros Tangerang Hospital.5) There is a positive direct effect quality of service to Customer loyalty Awal Bros Tangerang Hospital. 6) There is no positive indirect influence of Hospital Image on Customer loyalty through Customer Satisfaction of Awal Bros Tangerang Hospital. 7) There is an indirect effect of service quality on Customer Loyalty through Customer Satisfaction  Awal Bros Tangerang Hospital.

scholarly journals Analisa Kapuasan Pelanggan Terhadap Kualitas Pelayanan PDAM Tirtanadi Cabang Padang Bulan

2019 ◽  
Vol 2 (1) ◽  
pp. 24
Author(s):  
Fauzanolo Purba ◽  
Haniza Haniza ◽  
Ninny Siregar
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Research Method ◽  
Sampling Technique ◽  
Quality Service ◽  
Care Workers ◽  
Staff Cost ◽  
Quantitative Descriptive ◽  
Regional Water

This study aims to determine the level of customer satisfaction to service quality of the Regional Water Company Branch Padang Bulan. The research method used in this research is quantitative descriptive with a population of Branch PDAM Tirtanadi Padang Bulan customers. The sample in this study of 100 respondents who were taken to area probability sampling technique. Data taken with the questionnaire and interview, while data analysis is descriptive percentages. The results showed that overall levels of customer satisfaction to service quality, including both the amount of 63.66%, which means that customers are satisfied with the service that has been provided by PDAM Tirtanadi Branch Padang Bulan. Elements of customer satisfaction to service quality which is in poor category there are 7 of Serviceability, service procedures, disciplinary care workers, care workers responsibility, fairness, service costs, and assurance of service schedules. While elements in both categories there are S of product quality, service requirements, clarity of service personnel, capability of the service, speed of service, justice get service, politeness and friendliness of staff cost certainty and convenience services environment.

scholarly journals ANALISIS KUALITAS JASA DALAM MENINGKATKAN KEPUASAN KONSUMEN DI BAKER STREET CAFE BANDUNG

2017 ◽  
Vol 1 (01) ◽  
pp. 43-52
Author(s):  
Adisty Arindiaty ◽  
Merita Bernik
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Research Method ◽  
Sampling Method ◽  
Sampling Technique ◽  
Literature Study ◽  
Business People ◽  
Customer Expectation

The globalization at present has brought a great impact on the businessworld development. The alternative selected products offered to the customersvary and make the customer expectation more to get something they want.This condition requires for every company to try to give the best satisfactionto its customers. This is done in order that the business people can maintaintheir business in facing the tough competition. This research tried to assessthe customer satisfaction toward the service quality of Baker Street Café,Bandung. The research method used here was the descriptive qualitativeone, using sampling technique, that is, the technique of probability samplingand purposive sampling method. The data were collected using a field studyconsisted of observation, interviews, questionnaires, and literature study. Themethod of performance analysis was used to assess the customer satisfaction.The result of the study showed that the service quality provided by Baker StreetCafé, Bandung was categorized as “ good” with the average highest score for thedimension of reliability by 4,074 and the lowest for dimension of empathy andassurance by 3,93. At this customer expectation level, the average highest scorewas for the dimension of assurance by 4,55 and the lowest for the dimension ofreliability by 4,5, which means that the customers were unsatisfied becausetheir expectation was higher than the performance demonstrated by BakerStreet Café, Bandung.

scholarly journals Evaluasi Kinerja Layanan dan Tingkat Kepuasan Pelanggan Angkutan Penyeberangan Amolengo-Pure Provinsi Sulawesi Tenggara

2021 ◽  
Vol 2 (1) ◽  
pp. 8-18
Author(s):  
La Ode Ahmad Rasyid ◽  
Irwan Lakawa ◽  
La Ode Musa Rahmat
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Research Method ◽  
Good Service ◽  
Large Country ◽  
Satisfaction Index ◽  
Sea Transportation ◽  
Destination Port

Indonesia is a large country that is widespread with it’s islands and isa country traversed by the Equator, so sea transportation has animportant role to play in connecting one area to another, consideringthat Indonesia has a very wide ocean. One of the means of seatransportation that is widely used by the community is the ferry. Ferryis a type of sea transportation that can be used as passenger andgoods transportation using certain routes or routes. With theexistence of the Ferry port, it can increase the acceleration ofdevelopment in the area, especially Amolengo Village, KonaweSelatan Regency.The Amolengo ferry port is a port that serves the crossing ofpassengers and goods that connects the South Konawe mainland andits surroundings with Buton Island, where the destination port is Pureport. The quality of good service provided is one of the determiningfactors for the success of the company. The research method isarranged by interviewing respondents by answering the questions onthe questionnaire. The analysis was performed using ImportancePerformance Analysis (IPA) and the Customer Satisfaction Index (CSI).The results of this study indicate that the consumer satisfaction indexon the performance of the Amolengo - Pure Ferry Port, SoutheastSulawesi Province is 84.6% and is in the range 0.81 - 1.00 indicatingthat consumers are very satisfied with the service quality of theAmolengo - Pure Ferry Port, Southeast Sulawesi Province.  

scholarly journals Influence Product Quality and Quality of Service to Customer Satisfaction ( Renter ) Photocopy Machine Brand Konica Minolta in Surabaya

2019 ◽  
Vol 2 (2) ◽  
pp. 133-136
Author(s):  
Kurniawan Agung Laksono ◽  
Elok Damayanti ◽  
I Gede Arimbawa
Keyword(s):  
Regression Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Research Method ◽  
Quantitative Research ◽  
Test Results ◽  
Independent Variable ◽  
Variable Quality

This type of research is quantitative research, a population of 324 people from the customer (renter) photocopy machine Konica Minolta  and taken 76 people using the formula slovin sample. The research method multiple regression analysis using SPSS 21. From the test results concluded that the hypothesis 1 hypothesis can be accepted, because of the results of the t test independent variable consisted of Product Quality and Service Quality partially significant effect on the variable Customer Satisfaction. Hypothesis 2 in accordance with the basis for a decision in the f test it can be concluded also that the variable quality of product and service quality variables simultaneously influence customer satisfaction.

scholarly journals ANALYSIS OF CONSUMER PERCEPTIONS OF SERVICE QUALITY OF DRINKING WATER COMPANIES

2020 ◽  
Vol 1 (4) ◽  
pp. 556-562
Author(s):  
Handry Sudiarta Athar ◽  
Himawan Sutanto ◽  
Iwan Kusmayadi
Keyword(s):  
Drinking Water ◽  
Data Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Research Method ◽  
Quantitative Research ◽  
Consumer Perceptions ◽  
Water Companies ◽  
The City

The aim of the research was to analyze the service quality of drinking water companies using the servQual method. This research is a quantitative research with research method conducted in different companies in the city of Mataram, Lombok. Data analysis was performed using the service quality method (ServQual). The results showed that the customer satisfaction criteria on each service characteristic in general of the five components were on average very good, this is known from the results of the NKJ calculation which are results 1,022 that are classified as very good.

scholarly journals Pengaruh Kualitas Pelayanan terhadap Kepuasan Nasabah Perbankan Syariah

2019 ◽  
Vol 3 (1) ◽  
pp. 98-105
Author(s):  
Zulfadli Hamzah ◽  
Astri Ayu Purwati
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Research Method ◽  
Positive Development ◽  
Islamic Banking ◽  
Islamic Banks ◽  
Physical Evidence ◽  
The City ◽  
Positive Effect

In the last few years, Islamic banking in Indonesia has shown a positive development which is shown through the addition of Islamic banks in Indonesia. To increase its market share, Islamic banking needs to analyze what factors influence the community to be willing to become customers in Islamic banks, one of which is through service quality. This study aims to examine the effect of service quality on customer satisfaction of Islamic banks in the city of Pekanbaru. The research method used is multiple regression analysis where the sample used in this study was 200 customers. The results showed that overall dimensions of service quality have a significant positive effect on customer satisfaction, which means that the better the quality of service starting from physical evidence, responsive data, reliability, assurance and empathy provided by Islamic Banking will be able to increase customer satisfaction and vice versa. Keyword : Service Quality, Satisfaction, Syaria Bank

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