PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH PADA BANK RAKYAT INDONESIA CABANG ADISUCIPTO YOGYAKARTA

Service quality is a fundamental factor in a company engaged in the service sector, in this case BRI Branch Adisucipto Yogyakarta Cilacap. Customer satisfaction can be seen from each level of service provided massively. The results of this study indicate that the validity and reliability instrument testing for all service variables, Tangibles (X1), Reliability (X2), Responsiveness (X3), Assurance (X4), and Emphaty (x5) has taken care of the provisions. Meanwhile, from the test results the value of 17.157 and F table of 2.47 with a significance of 0.000. Therefore (17.157> 2.47) with a significance value less than 0.05 (sig responsiveness (Responsiveness), guarantee (Assurance) and empathy (Emphaty) to customers at the Kawunagnten Cilacap Branch of BRI Bank. And for testing the / R square gets 0.477, which means that the Tangible, Reliability, Responsiveness, Assurance and Emphty variables in this study can serve customers by 47.7% while the remaining 53.3% are from other variables outside the independent variables. From this research, the conclusion is that the customers of BRI Adisucipto Yogyakarta Branch are quite satisfied with the services provided, but there are several things that are important and need to be considered such as the Tangibles variable because physical evidence is abstract and must be felt directly by the customer. Tangibles quality of service, including adequate physical appearance of the room (waiting room, seating, comfortable interior), parking for service counters and electronic and communication infrastructure must be available so that the customer does not become difficult if the customer wants to connect with the Bank through the telephone network.

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Effect Of Quality Of Service, Reputation And Value Of Service Higher Education On Student Satisfaction

Jurnal Ilmu Manajemen Advantage ◽

10.30741/adv.v1i2.195 ◽

2017 ◽

Vol 1 (2) ◽

pp. 155-165

Author(s):

Kusnanto Darmawan

Keyword(s):

Student Satisfaction ◽

Linear Regression Analysis ◽

Multiple Linear Regression Analysis ◽

Quality Education ◽

Validity And Reliability ◽

Education Services ◽

Independent Variables ◽

Physical Evidence ◽

Analysis Technique

This study aims to measure the level of student satisfaction on dimensions of quality education services either partially or partial. Dimensions of the quality of education services consist of tangible, reliability, responsiveness, assurance and empathy. Respondents were 60 students STIE Widya Gama Lumajang. Data analysis technique used is multiple linear regression analysis, by first testing the research instrument, namely the validity and reliability. The results showed that partially there are two variables that affect student satisfaction is assurance and empathy, while simultaneously dimensions of service quality education consisted of five variables affect the student satisfaction. 52.9% student satisfaction can be explained by the independent variables are physical evidence, reliability, responsiveness, assurance, empathy, while the remaining 47.1% of student satisfaction is influenced by other variables not examined in this study

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Analisis Kualitas Pelayanan Dalam Pelaksanaan Tera Dan Tera Ulang Alat Ukur, Timbang, Takar Dan Perlengkapannya (UTTP) Pada Bidang Perdagangan Dinas Koperasi, Perindustrian Dan Perdagangan Kabupaten Pacitan

Jurnal Riset Manajemen Sekolah Tinggi Ilmu Ekonomi Widya Wiwaha Program Magister Manajemen ◽

10.32477/jrm.v3i2.183 ◽

2016 ◽

Vol 3 (2) ◽

pp. 159-173

Author(s):

Susi Minarsih ◽

Ary Sutrischastini

Keyword(s):

Quality Of Service ◽

Service Quality ◽

Level Of Service ◽

Research Use ◽

Validity And Reliability ◽

Analysis Instrument ◽

Service Execution ◽

Traditional Market ◽

Convenience Sampling

The aims of this study are to measure the level of service quality and how to improve the quality of service execution in re-measurement tera and tera of UTTP in Commerce On duty Co-Operation, Industrial and Commerce Of Sub-Province of Pacitan. This research’s object is traditional market of Minulyo Pacitan as mains market in Sub-Province of Pacitan with 100 perpetrator people of sample as user/owner of UTTP (ukur,timbang, takar, dan perlengkapannya) with method intake of sampel by Convenience Sampling. The technique of collecting data uses questionnaires and direct interview. This research use qualitative analysis instrument test of validity and reliability to know valid or not and reliabel or not about the questions of questionnaire. Then, this research was done with Servqual method as instrument to do measurement of service quality. The measurement of service quality in Servqual method pursuant to five service dimension that is tangibles, responsiveness, realibility, assurance, and empathy. This research will be measured of gap 5 that is difference among performance and its expectation. Ad for yielded gap from a enumeration of Servqual 5 gap, -146 progressively lower him mount the quality of given service activities. Therefore, its needs the existence of priority repair of service quality, in this case is service of remeasurement tera and tera of UTTP at biggest difference or gap that is at variable of Responsiveness ( Energy Listen carefully) and attribute that has smallest difference that is – 0.44 at dimension question of variable of Tangibles ( Evidence Physical). Keyword: Quality Of Service, Method of Service Quality.

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PENGARUH PHYSICAL EVIDENCE TERHADAP KEPUTUSAN PEMILIHAN PROGRAM STUDI MANAJEMEN FAKULTAS EKONOMI DAN BISNIS UNIVERSITAS AHMAD DAHLAN

Jurnal Fokus Manajemen Bisnis ◽

10.12928/fokus.v11i1.3593 ◽

2021 ◽

Vol 11 (1) ◽

pp. 111

Author(s):

Suryana Hendrawan

Keyword(s):

Quantitative Approach ◽

Validity And Reliability ◽

Study Program ◽

Management Study ◽

Simultaneous Effect ◽

Independent Variables ◽

Physical Evidence ◽

Factors Influencing ◽

Multiple Analysis

This study aims to analyze the factors influencing physical evidence on student decisions in choosing the Management Study Program, Faculty of Economics and Business, Universitas Ahmad Dahlan, either simultaneously or partially. This research is explanatory research with a quantitative approach. This study uses multiple analysis tests to find the partial and simultaneous effect between the dependent and independent variables. The validity and reliability used in this study have met the requirements. The results of this study indicate that facility exterior, facility interior, and other tangibles factors influencing the decision to choose the Management Study Program, Faculty of Economics and Business, Universitas Ahmad Dahlan. The result also shows that Physical Evidence Variables are simultaneously influencing the student's decision to choose the Management Study Program, Faculty of Economics and Business, Universitas Ahmad Dahlan.

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PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN PASIEN RAWAT INAP PADA RSUD KABUPATEN BANGGAI KEPULAUAN

Jurnal Ilmu Manajemen Universitas Tadulako (JIMUT) ◽

10.22487/jimut.v1i2.17 ◽

2015 ◽

Vol 1 (2) ◽

pp. 151-164

Author(s):

Magvira Alia ◽

Nirwan Nirwan ◽

Suardi Suardi

Keyword(s):

Patient Satisfaction ◽

General Hospital ◽

Significant Influence ◽

Secondary Data ◽

Sampling Technique ◽

Primary Data ◽

Purposive Sampling ◽

Independent Variables ◽

Physical Evidence

The study intends to determine simultaneous and partial influence of service quality (X) consisting of physical evidence (X1), reliability (X2), responsiveness (X3), assurance (X4), and empathy (X5) on patient satisfaction (Y) in the General Hospital of Banggai Islands, where the study is located. The type of research is descriptive. Sources of data is primary data retrieved from questionnaires and secondary data obtained from documents of the Regional General Hospital Banggai Islands. The sample consists of 72 respondents. The sampling technique used is purposive sampling. Based on the results, it is shown that the quality of service (X), consisting of physical evidence (X1), reliability (X2), responsiveness (X3), assurance (X4), and empathy (X5) simultaneously have significant influence on patient satisfaction (Y) of 69.60% while the remaining 30.40% is influenced by other causes. Partial test shows that there are three independent variables: physical evidence (X1), reliability (X2) and assurance (X4) that have non-significant influence to the patients’ satisfaction at the General Hospital of Banggai Islands.Tujuan dari penelitian ini adalah untuk mengetahui pengaruh kualitas layanan (X) yang terdiri dari bukti fisik (X1), reliabilitas (X2), responsivitas (X3), jaminan (X4), dan empati (X5) secara simultan dan parsial terhadap kepuasan pasien. (Y) di Rumah Sakit Umum Kepulauan Banggai. Lokasi penelitian ini di Rumah Sakit Umum Kepulauan Banggai. Jenis penelitian ini bersifat deskriptif. Sumber data dalam penelitian ini adalah data primer yang diambil melalui kuesioner dan data sekunder diperoleh dari Rumah Sakit Umum Daerah Banggai. Sampel dalam penelitian ini adalah 72 responden. Teknik sampling yang digunakan adalah purposive sampling. Berdasarkan hasil penelitian menunjukkan bahwa variabel kualitas pelayanan (X) yang terdiri dari bukti fisik (X1), reliabilitas (X2), responsivitas (X3), jaminan (X4), dan empati (X5) secara simultan berpengaruh signifikan terhadap kepuasan pasien (Y) dengan pengaruh 69,60% sedangkan sisanya 30,40% dapat dijelaskan oleh penyebab lainnya. Uji parsial menunjukkan bahwa terdapat tiga variabel bebas yang tidak signifikan yaitu bukti fisik (X1), reliabilitas (X2) dan jaminan (X4) terhadap kepuasan pasien di Rumah Sakit Umum Kepulauan Banggai.

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ANALISIS PENGARUH PROMOSI YANG TERINTEGRASI DAN KEUNGGULAN POSITIONING TERHADAP KEPUTUSAN PEMBELIAN SABUN MANDI LUX DI KOTA AMBON

Jurnal Soso-Q ◽

10.30598/sosoq.v8i1.1075 ◽

2020 ◽

Vol 8 (1) ◽

Author(s):

Anggrainy Chaniago ◽

Merry M. Pelupessy ◽

Sarifuddin Sarifuddin ◽

Yulianty S. Ginting

Keyword(s):

Coefficient Of Determination ◽

Test Results ◽

Significant Positive Effect ◽

Analysis Method ◽

Purchasing Decisions ◽

Independent Variables ◽

Independent Variable ◽

The City ◽

Positive Effect

The bath soap market is constantly changing and competition is getting tougher with the emergence of bath soaps that have a clearer positioning, such as beauty soap, whitening soap, family soap to health soap. Increasing lifestyles of people in Indonesia and changing habits where bathing is no longer just using soap, but by adding fragrance and comfort when wearing it. The higher purchasing power of consumers for a product encourages companies to further improve the quality of their products. The purpose of this study is to analyze the effect of Integrated Promotion and Positioning Excellence on Purchasing Decisions in Lux Bath Soap. The population in this study are consumers in the city of Ambon who use Lux bath soap. The sample in this studywere 100 people who bought lux bath soap taken by purposive sampling. The data collection is done by using a questionnaire. The data analysis method used is SPSS version 16.The results of multiple regression analysis namely Y = 0.501 X1 + 0.218 X2 The most influential independent variable on the dependent variable is the integrated Promotion variable (0.501), followed by the Positioning Excellence variable (0.218). T test results show that all independent variables, namely (integrated promotion and positioning superiority) have a significant positive effect on the dependent variable (purchasing decisions) where all independent variables obtain a t value greater than t table with a sig level of less than 0.05. And the coefficient of determination (R Square) obtained by 0.309 this means that 30.9% of purchasing decisions can be explained by integrated promotion variables and positioning excellence, while the remaining 69.1% is influenced by other variables not examined in this study. Keywords: Integrated Promotion, Positioning Excellence, Purchasing Decisions

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Evaluasi Kepuasan Konsumen Dalam Meningkatkan Pelayanan Dengan Menggunakan Metode Servqual dan Kano (Studi Kasus di PT.Daya)

Sainteks: Jurnal Sains dan Teknik ◽

10.37577/sainteks.v3i1.311 ◽

2021 ◽

Vol 3 (1) ◽

pp. 27-42

Author(s):

Dini Yulianti ◽

Wawan Darmawan

Keyword(s):

Service Quality ◽

Service Sector ◽

Marketing Strategies ◽

Level Of Service ◽

Actual Performance ◽

One Dimensional ◽

Customer Expectations ◽

Alternative Solutions ◽

Dominant Part

PT. Daya is one of the actors in the automotive and service sector that can maintain the quality of service to customer satisfaction where the business competition faced by companies increasingly requires company management to be more careful in determining marketing strategies in order to win increasingly competitive competition. At this time products in the form of services have become a fairly dominant part of its influence in the economy, in addition to physical queuing products where business competition faced by companies increasingly demands management to be more careful in determining strategies in order to win increasingly competitive competition. From the purpose of this study to find out or find the value of the results of the actual performance GAP attribute with customer expectations, so that it will be known how much the level of service satisfaction has been provided to customers and provide alternative solutions for improvement. The method used is the Service Quality and Kano methods. The results obtained in this study are Kano for the Indiffrent category, the highest score is from the respondent's results, and the lowest value is on reverse and one dimensional. Then in Service Quality (Servqual) there is the highest value on the value of the inadequate capacity of the workshop area, GAP 0.43 and Mechanics are not responsive to consumer willingness, the smallest value is GAP 0.00 for the Service Quality (Servqual) category.

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PENINGKATAN KUALITAS PELAYANAN MENGGUNAKAN METODE SERVQUAL DAN KANO

Jurnal Ilmu Sosial dan Humaniora ◽

10.23887/jish-undiksha.v9i1.24250 ◽

2020 ◽

Vol 9 (1) ◽

pp. 68

Author(s):

Wulan Purnamasari ◽

Rizki Bachtiar Yuliansyah

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Test Validity ◽

Validity And Reliability ◽

Additional Training ◽

Hard Skills ◽

Close Relationship ◽

Voice Of Customer ◽

A Company

Customer satisfaction is one of the determinants of the survival of a company. Service quality is an important factor for companies, especially for companies engaged in services. Service quality has a close relationship with customer satisfaction. Satisfaction will be felt maximally by the customer, if the customer gets more than his expectations. Satisfied customers, they will give a positive response. This study aims to broadly improve the quality of Indonesian DigIs services, in the hope that consumers' desires and needs can be achieved and in line with their expectations of management perceptions. The use of Servqual and Kano methods is expected to later identify the GAP between customer needs and needs that must be improved and the technical response that must be carried out by management, so that customer satisfaction is expected to increase the quality of Indonesian DigIs services so that the company can grow rapidly.This research began with interviews and distributing questionnaires to 50 consumer respondents when getting responses about Indonesian DigIs services used to test validity and reliability. Service attributes consist of 30 items using the Servqual method consisting of 5 dimensions, namely tangibles, reliability, empathy, assurance, and responsiveness. After distributing questionnaires, the next step is to do data processing with GAP calculations to determine customer satisfaction with the quality attributes of Indonesian DigIs services. Then processed using Kano method.Priority attributes to be repaired and improved by Indonesian DigIs companies to be in accordance with the wishes and needs of customers based on VoC (Voice of Customer) through Servqual and Kano methods is the first priority in the tangible dimension is the neat appearance of employees who need to be improved again, if necessary uniformed ( wearing dresscode). The first priority in the reability dimension is the security of the system that is operated to be further enhanced by maintaining the confidentiality of the consumer database and security in operation. The first priority in the dimensions of responsiveness, is the speed of officers in providing services should management provide training in both soft skills and hard skills that can support the speed of employees in providing services. The main priority in the assurance dimension, namely the officer has the knowledge and ability to provide information, in this case the management should provide additional training that can support the knowledge of the service officers. While the main priority on empathy dimensions, is about providing information and instructions on how to operate the system clearly, the management should conduct an SOP evaluation, so that the operation of the system can run better. The proposal to improve Indonesian DigIs services according to customer desires and needs based on VoC (Voice of Customer) using Servqual and Canoeing methods is the improvement or evaluation of SOPs, reviewing facilities and infrastructure (focused on room facilities) and providing additional training to support HR performance.

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Analisis Tingkat Kematangan Pelayanan Pada PT Telkom Sampit dengan Menggunakan Domain COBIT 5 DSS02 dan DSS03

Journal of Information System Research (JOSH) ◽

10.47065/josh.v2i4.814 ◽

2021 ◽

Vol 2 (4) ◽

pp. 283-287

Author(s):

Yusril Yusuf ◽

Edo Tio Gunawan ◽

Rakhma Sarita

Keyword(s):

Quality Of Service ◽

Process Optimization ◽

Information Needs ◽

Service Performance ◽

Optimization Process ◽

Level Of Service ◽

Service Improvement ◽

Predictable Process ◽

A Company

PT Telkom Sampit is one part of PT Telekomunikasi Indonesia (Persero) Tbk (Telkom) which contributes in meeting the communication and information needs of the community. PT Telkom Sampit provides several product services, namely Wifi.id, IndiHome and UseeTV. Thus, Telkom Sampit must provide good services in managing services. As for some of the obstacles that often occur including problems, slow and damaged. From these problems, it is necessary to measure the level of service improvement at PT Telkom Sampit using the COBIT 5 framework focusing on the domains DSS02 (Managing Service Requests) and DSS03 (Managing Problems). Based on research that has been done PT Telkom Sampit is at level 4, namely Predictable Process, which is included in a good level for a company, although it is not in accordance with estimates that should be at level 5, namely Optimizing Process (Optimization Process). With this research, it is hoped that it can be used as an evaluation in improving the quality of service performance at PT. Telkom Sampit in serving customers.

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Pengaruh Pemahaman Peraturan Perpajakan, Kualitas Layanan Fiskus, Tarif Pajak dan Sanksi Perpajakan terhadap Kepatuhan Wajib Pajak Orang Pribadi

JURNAL AKUNTANSI BERKELANJUTAN INDONESIA ◽

10.32493/jabi.v4i2.y2021.p183-195 ◽

2021 ◽

Vol 4 (2) ◽

pp. 183

Author(s):

Siti Khodijah ◽

Harry Barli ◽

Wiwit Irawati

Keyword(s):

Data Collection ◽

Service Quality ◽

Quantitative Method ◽

Survey Methods ◽

T Test ◽

Tax Rates ◽

Test Results ◽

Independent Variables ◽

Test Version

The problem in this study is whether the understanding of tax regulations, quality of tax services, tax rates and tax sanctions affect individual taxpayer compliance. This study aims to determine the effect of understanding tax regulations, quality of tax services, tax rates and tax sanctions on taxpayer compliance at the Kebayoran Baru Tiga Tax Office, South Jakarta. This type of research is a quantitative method that uses the Slovin formula as a sample, so that the sample obtained is 100 individual taxpayers. Methods of data collection using survey methods, namely the authors distribute questionnaires directly and using google form. This study can explain the independent variables (tax regulations, quality of tax services, tax rates and tax sanctions) that strengthen or weaken the dependent variable (taxpayer compliance). Based on the results of the SPSS test version 25 of the tests that have been carried out, the t test results indicate that understanding of tax regulations and service quality tax authorities have a positive and significant effect on taxpayer compliance. Meanwhile, tax rates and tax sanctions have no significant effect on taxpayer compliance.AbstrakPermasalahan dalam penelitian ini adalah apakah pemahaman peraturan perpajakan, kualitas layanan fiskus, tarif pajak dan sanksi perpajakan berpengaruh terhadap kepatuhan wajib pajak orang pribadi. Penelitian ini bertujuan untuk mengetahui pengaruh pemahaman peraturan perpajakan, kualitas layanan fiskus, tarif pajak dan sanksi perpajakan terhadap kepatuhan wajib pajak orang pribadi pada Kantor Pelayanan Pajak Pratama Kebayoran Baru Tiga, Jakarta Selatan. Jenis Penelitian ini merupakan metode kuantitatif yang menggunakan rumus slovin sebagai penentuan sampel, sehingga sampel yang didapat yaitu 100 wajib pajak orang pribadi. Metode pengumpulan data menggunakan metode survey, yaitu penulis menyebarkan kuesioner secara langsung dan menggunakan google form. Penelitian ini dapat menjelaskan variabel independen (pemahaman peraturan perpajakan, kualitas layanan fiskus, tarif pajak dan sanksi perpajakan) yang memperkuat atau memperlemah variabel dependen (kepatuhan wajib pajak). Berdasarkan hasil uji SPSS versi 25 dari pengujian yang telah dilakukan, hasil uji t menunjukkan bahwa pemahaman peraturan perpajakan dan kualitas layanan fiskus berpengaruh positif dan signifikan terhadap kepatuhan wajib pajak. Sedangkan tarif pajak dan sanksi perpajakan tidak berpengaruh signifikan terhadap kepatuhan wajib pajak.Kata Kunci: Pemahaman Peraturan Perpajakan; Kualitas Layanan Fiskus; Tarif Pajak; Sanksi Perpajakan; Kepatuhan Wajib Pajak

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The Effect of The Use of Information Technology and Foreign Language Communications in The Teaching Process on The Quality of Indonesian Seafarers

PROSIDING POLITEKNIK ILMU PELAYARAN MAKASSAR ◽

10.48192/prc.v1i4.334 ◽

2021 ◽

Vol 1 (4) ◽

pp. 127-144

Author(s):

Retno S Wulandari ◽

Imam Fahcruddin ◽

Yuni Mariah

Keyword(s):

Information Technology ◽

Foreign Language ◽

Technology Use ◽

Statistical Tests ◽

Test Results ◽

Teaching Process ◽

Independent Variables ◽

Information Technology Use ◽

Language Communication

This study aims to determine the use of information technology in the teaching process on the quality of Indonesian seafarers, to determine the level of foreign language communication skills on the quality of Indonesian seafarers. The results of this study indicate that the use of Information Technology in the teaching process shows a positive and significant relationship with the statistical test results recorded at 47.7%. That foreign language communication in the teaching process on the quality of Indonesian seafarers is quite positive and significant, with the results of statistical tests recording 36.1%. The combined effect of the use of Information Technology and English Communication in the teaching process on the quality of Indonesian seafarers is obtained from the R square number of 0.615 or 61.5% and the remaining 38.5% is influenced by other factors or other variables. The quality of seafarers which is influenced by 2 independent variables of Information Technology use and English Communication can also be seen from the sig. indicator value 0,000.

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