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.

scholarly journals PENGARUH KUALITAS PELAYANAN DAN BAURAN PEMASARAN TERHADAP KEPUASAN PELANGGAN DAN IMPLIKASINYA PADA LOYALITAS PELANGGAN DI RUMAH MAKAN WAROENG DESA KARAWANG

2018 ◽  
Vol 3 (1) ◽  
Author(s):  
Laras Ratu Khalida
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Marketing Mix ◽  
Quality Of Services ◽  
Quality Service ◽  
Good Taste ◽  
The Relationship ◽  
Research Analysis

ABSTRAK Rumah Makan Waroeng Desa merupakan rumah makan sederhana yang menyajikan masakan khas Sunda menggunakan konsep prasmanan (mengambil makanan sendiri) dan mempunyai menu makanan yang spesial dengan produk unggulannya dan citarasa yang khas. Didukung dengan bangunan yang unik dan tempat yang nyaman, menjadi minat tersendiri bagi konsumen yang datang. Secara umum penelitian ini bertujuan untuk mengetahui dan menjelaskan pengaruh kualitas pelayanan dan bauran pemasaran terhadap kepuasan pelanggan dan implikasinya pada loyalitas pelanggan di Rumah Makan Waroeng Desa Karawang. Metode penelitian ini dengan menggunakan metode deskriptif dan verifikatif. Variabel diukur menggunakan instrumen kuesioner dan skala pengukuran yang digunakan adalah skala Likert. Sampel dikumpulkan dengan menggunakan metode Sampling Incidental dengan jumlah sampel 160 responden dari populasi 2.051 orang. Teknik analisis data yang digunakan yaitu teknik Analisis Rentang Skala dan Analisis Jalur dengan bantuan Method of Successive Interval (MSI). Dari hasil analisis penelitian ini diperoleh beberapa kesimpulan yaitu : 1. Hubungan antara Kualitas Pelayanan dengan Bauran Pemasaran memiliki tingkat hubungan yang sangat rendah. 2. Terdapat pengaruh parsial kualitas pelayanan dan bauran pemasaran terhadap kepuasan pelanggan. 3. Terdapat pengaruh simultan antara Kualitas Pelayanan dan Bauran Pemasaran terhadap Kepuasan Pelanggan dan implikasinya pada Loyalitas Pelanggan 4. Total Pengaruh Kualitas Pelayanan dan Bauran Pemasaran memiliki kontribusi terhadap Kepuasan Pelanggan sebesar 46% sedangkan sisanya 54% merupakan kontribusi variabel lain (ε) yang tidak diteliti. 5. Kepuasan Pelanggan berpengaruh terhadap Loyalitas Pelanggan Dengan demikian dapat disimpulkan bahwa kepuasan pelanggan (Y) berpengaruh secara positif dan signifikan terhadap loyalitas pelanggan (Z). Kata kunci : Kualitas Pelayanan, Bauran Pemasaran, Kepuasan Pelanggan, Loyalitas Pelanggan.   THE INFLUENCES OF QUALITY SERVICE AND MARKETING MIX TO CUSTOMER SATISFACTION AND THE IMPLICATIONS TO CUSTOMER LOYALTY IN RESTAURANT WAROENG DESA KARAWANG Laras Ratu Khalida [email protected] ABSTRACT Restaurants Waroeng Desa is a simple restaurants presenting cookery in the buffet typical sundanesse (taking his own food) and has the special menu with top products and the good taste. Supported with buildings that unique and any convenient place, become the lack of interest in by himself and for consumers that make up the come. In general, this research aims to review and explain the influence of quality service and marketing mix to customer satisfaction and the implications to customer loyalty in restaurant waroeng desa karawang. The methodology using descriptive methods and verifikatif .Variable measured use instruments the questionnaire and scale of measurement used is likert scale. Sample collected by using the method of sampling incidental with the sample of the 160 respondents of the population 2.051 people.Technique analysis the data used the technique analysis range the scale and analysis path by assistance method of successive of the intervals ( MSI ). From the research analysis there are some conclusion that: 1. The relationship between the quality of services and marketing mix are very low 2. The partial influences the quality of service and marketing mix to customer satisfaction. 3. The simultaneous between quality of service and marketing mix to costumer satisfaction and the implications to costumer loyalty. 4. Total of quality of service and marketing mix have contributed to costumer satisfaction is 46% and the half is 54% was contributed by the other variables that doesn’t be researched. 5. Had the influences between costumer satisfaction to costumer loyalty. This means that the costumer satisfaction (Y) influences positively and significantly to costumer loyalty (Z). Keyword : Quality of Service, Marketing Mix, Costumer Satisfaction, Costumer Loyalty

KEPUASAN KONSUMEN DITINJAU DARI KUALITAS PELAYANAN, STORE ATMOSPHERE DAN PROMOSI DI RUMAH MAKAN PONDOK JOWI SOLO

2020 ◽  
Vol 4 (02) ◽  
Author(s):  
Shofia Zulfa Amalina ◽  
Sri Hartono ◽  
Ratna Damayanti
Keyword(s):  
Quality Of Service ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Sampling Technique ◽  
Likert Scale ◽  
The Relationship

The purpose of this study was to analyze the effect of whether or not the quality of service, store atmosphere and promotion of consumer satisfaction at Pondok Jowi Restaurant Solo. The population in this study were consumers of Pondok Jowi Solo Restaurant in January 2020 at May 2020 with a total of 14,030 people. The sampling techniquemismpurposive samplingm which is a sampling technique with certain considerations by taking 100 respondents. Data collection uses a Likert scale questionnaire to measure respondents' answers to identify the relationship between service quality, store atmosphere and promotion of customer satisfaction. The results show that service quality, store atmosphere and promotion have a simultaneous and significant effect on customer satisfaction, servicei quality has assignificant effect on customer satisfaction, store atmosphere has a significant effect on customer satisfaction, and promotion has significant effect on customer satisfaction. Keywords: Service quality, Store atmosphere, Promotion, Consumer satisfaction

ANALISA DAMPAK KEPUASAN PELANGGAN DALAM HUBUNGAN ANTARA ORIENTASI PELAYANAN DAN KUALITAS PELAYANAN TERHADAP LOYALITAS PELANGGAN SALON MUSLIMAH

2021 ◽  
Vol 8 (3) ◽  
pp. 297
Author(s):  
Ibnu Jauzi ◽  
Ari Prasetyo
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Service Orientation ◽  
Service Companies ◽  
The Impact ◽  
The Relationship ◽  
Pls Method

ABSTRAKLoyalitas pelanggan merupakan hal yang harus diutamakan perusahaan jasa dalam menjalankan bisnisnya. Tanpa adanya pelanggan yang loyal terhadap perusahaan maka sustainbility perusahaan tersebut akan terancam. Penelitian ini bertujuan untuk meneliti dampak orientasi pelayanan dan kualitas pelayanan terhadap loyalitas pelanggan melalui kepuasan pelanggan pada salon muslimah di Kota Kediri. Apakah dalam mencapai loyalitas pelanggan harus melalui kepuasan pelanggan atau tidak. Penelitian ini menggunakan pendekatan kuantitatif dengan metode SEM PLS. Pengujiannya dilakukan menggunakan aplikasi SmartPLS 3.0 dengan kategori responden yaitu pelanggan yang telah merasakan produk salon muslimah di Kota Kediri. Hasil penelitian menunjukkan adanya efek moderasi kepuasan pelanggan dalam hubungan orientasi dan kualitas pelayanan terhadap loyalitas pelanggan.Hal tersebut mengindikasikan bahwa orientasi dan kualitas pelayanan yang dilakukan oleh salon muslimah di Kota Kediri bisa dikategorikan baik sehingga membuat para pelanggannya menjadi loyal.Kata Kunci: Loyalitas Pelanggan, Orientasi Pelayanan, Kualitas Pelayanan, Kepuasan Pelanggan, Salon Muslimah. ABSTRACTCustomer loyalty is something that must be prioritized by service companies in running their business. Without customers who are loyal to the company, the company's sustainability will be threatened. This study aims to examine the impact of service orientation and service quality on customer loyalty through customer satisfaction at Muslimah salons in Kediri. Whether to achieve customer loyalty must go through customer satisfaction or not. This study uses a quantitative approach with the SEM PLS method. The test was carried out using the SmartPLS 3.0 application with the respondent category, namely customers who have experienced Muslim salon products in Kediri. The results showed that there was a moderating effect of customer satisfaction in the relationship between orientation and service quality on customer loyalty. This indicates that the orientation and quality of service carried out by muslimah salons in Kediri City can be categorized as good so that it makes its customers loyal.Keywords: Customer Loyalty, Service Orientation, Service Quality, Customer Satisfaction, Muslimah Salon.

SuperShip: Journey of a Successful Entrepreneur

2020 ◽  
Vol 9 (2) ◽  
pp. 295-305
Author(s):  
Viet Quoc Cao
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Single Case ◽  
Quality Of Services ◽  
Joint Stock Company ◽  
Stock Company ◽  
Steady Growth ◽  
Freight Forwarding ◽  
Customer Satisfaction And Loyalty

SuperShip Vietnam, a Joint Stock Company, founded in 2015, specializes in freight forwarding and express delivery services for e-commerce transactions in Vietnam. In 4 years, it has come a long way from a start-up with only five members and VNĐ 40 million (~US$1,800) as the capital. Difficulties and challenges faced by the firm were incredibly huge. Nevertheless, with slow but steady growth, the company utilized the quality of services as the foundation to build customer satisfaction and loyalty rather than taking the route of price-based competition. SuperShip has grown steadily to become a prestigious and well-established enterprise in the fast-moving freight forwarding market. SuperShip is not yet satisfied with its multiple accomplishments as there are still many peaks to conquer to achieve the company’s vision. The case highlights as to how through participation in union-association and volunteering activities; implementing small business plans to earn extra money during college days can help in developing leadership, negotiation and interpersonal skills and hone the entrepreneurship trait. Dilemma For steady growth, should the company utilize the quality of services as the foundation to build customer satisfaction and loyalty or take the route of price-based competition. Theory: Sustainability of a business in goods delivery sector Type of the case: Experience-based applied single case study Protagonist: The owner of the firm Options Copy the business model of the two large players in the existing market and offer similar services. Raise the benchmark of customer satisfaction and loyalty by designing and delivering superior quality of service with the help of well trained and empowered employees. Discussions and Case Questions For a training firm is it better to focus on a single service and performing it with excellence than offering many courses. How did SuperShip created its point of difference? How the firm can grow further while raising funds at a low cost? What is the next level of quality of service that the firm should target?

scholarly journals Evaluation of quality of service: real case in the hotel fitness center

2018 ◽  
Vol 12 (1) ◽  
pp. 1-27 ◽  
Author(s):  
Natália de Almeida Ferraz ◽  
Fagner José Coutinho de Melo ◽  
Taciana de Barros Jerônimo ◽  
André Philippi Gonzaga de Albuquerque ◽  
Denise Dumke de Medeiros
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Sector ◽  
Quality Of Services ◽  
Hotel Management ◽  
Fitness Center ◽  
Customer Expectations ◽  
Hotel Service ◽  
New Perspective

The justified purpose of the theme: The number of companies in the service sector has been increasing steadily in recent years. At the same time, consumers are increasingly demanding quality of services offered by the various providers in the market. Customer satisfaction is fundamental to the success of these organizations, and for this reason, the adoption of specific techniques for assessing quality of services is necessary. Purpose: this article aims to develop a framework to support hotel management. Methodology/Design: The study used an adaptation of the classic SERVQUAL model for the evaluation of customer expectations and perceptions, enhanced by the QUESC model, which is an instrument specifically applied to quality evaluation in fitness services, in order to obtain a more complete and targeted approach. The survey was conducted with 206 customers on the quality of service in the hotel's fitness center. Results and Originality: With the application of the model, we found that SERVQUAL was insufficient to evaluate customer satisfaction since the highest rated items pointed to the gaps coming mostly from the QUESC model. The findings provide a new perspective that can encourage those involved in the fitness center to manage these businesses considering the characteristics of the customer. This structure can help the hotel manager identifying which quality dimensions need more attention, improve the quality of the hotel service, develop customer loyalty, improve employee satisfaction, and differentiate from competitors. The article presents a new focus on guest view, which can be used to manage services offered by hotels.

scholarly journals Pengaruh Kualitas Layanan terhadap Loyalitas Wisatawan Nusantara dengan Kepuasan Wisatawan Nusantara sebagai Variabel Intervening

2015 ◽  
Vol 5 (1) ◽  
pp. 24
Author(s):  
Eny Sulistyowati ◽  
Sobirin Maliyan
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Strong Influence ◽  
Tourism Industry ◽  
Quality Of Services ◽  
Tourist Attraction ◽  
Business World ◽  
Tourist Satisfaction

<p>In the business world, customer satisfaction is an absolute must be the goal to achieve success. Due to the achieved satisfaction of the consumers or customers will bring many benefits to manufacturers or institutions, among others, will make consumers become loyal. From the results of research conducted shows that Quality of services provided to tourists have a strong influence on the loyalty of tourists to visit the tourism objects in the area of Yogyakarta. This is evidenced by the results of the r2 of the influence of service quality to local tourists loyalty is about 22.2%. This shows if the service quality provided by the tourism industry in Yogyakarta enhanced within the region will make the travelers loyal to the tourism industry in Yogyakarta. In addition to the quality of services provided to tourist there are other factors that also have a strong influence on the tourist loyalty that tourist satisfaction factor, as evidenced by the r2 value of 15.2%. This suggests that if the tourism industry pay attention to things that could improve the satisfaction of tourists visiting the attractions in Yogyakarta, then the tourists will be eager to visit again or loyal. Meanwhile, indirectly influence the quality of service to tourists loyalty through the satisfaction of tourists who visit tourist attraction in the DIY region have only r2 values of 0.015 or 1.5%. This implies that the satisfaction of tourists is less strong loyalty of tourists who visit tourist attraction in the area of DIY.</p>

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 Analysis Of The Influence Of Customer Satisfaction On Sharia Banking Peroformance In Bogor City

2021 ◽  
Vol 2 (2) ◽  
pp. 402-414
Author(s):  
R Dina Arfiana Burhan ◽  
Muhammad Najib ◽  
Endri Endri
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Structural Equation ◽  
Equation Modeling ◽  
Quality Of Services ◽  
Islamic Banking ◽  
Quality Product ◽  
The Relationship

The development of Islamic banking is very rapid, causing competition between Islamic and conventional banking. Improving the quality of services and products makes the main point in providing customer satisfaction. This study aims to analyze the influence of service quality, product quality, and price with customer satisfaction at Islamic commercial banks in the city of Bogor. This study uses SEM (Structural Equation Modeling) to determine the level of influence of the relationship between customer satisfaction with service quality, product quality and price. This study used a sample of 100 respondents with qualifications of 81 men and 19 women and used a descriptive approach. The results of this study are the level of customer satisfaction with prices reaching 2.49, besides that the level of customer satisfaction with products is 2.91, and the level of customer satisfaction with service quality is 2.84. These results prove that customer satisfaction is strongly influenced by the price, products, and quality of services provided by Islamic banking.

scholarly journals Kualitas Jasa, Harga dan Pengaruhnya Terhadap Kepuasan Pelanggan

2019 ◽  
Vol 2 (1) ◽  
pp. 10-18
Author(s):  
Edwar M Nur ◽  
Chairul Ichsan
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Service User ◽  
Market Potential ◽  
Quality Of Services ◽  
Service Users ◽  
Banda Aceh

This business emerged in response to the demands of people who wanted an efficient form of time-care business. The need for auto repair shops and car salon in one roof has increased. Therefore the market potential of this field of business is very large. The purpose of this study is to determine the effect of service quality and price simultaneously on customer satisfaction of Sehat Workshop in Banda Aceh, to know the effect of service quality partially on customer satisfaction of Sehat Workshop in Banda Aceh and to know the effect of price partially on customer satisfaction Sehat Workshop in Banda Aceh . This research was conducted at Sehat workshop branch of Banda Aceh which is located at P.Nyak Makam Street. No.167. Lambhuk Kota Banda Aceh, while the object of this study is about the quality of service and customer satisfaction using the service of Sehat Workshop Banda Aceh, with the number of respondents as many as 150 people. The results showed that the quality of services and prices together significantly affect the satisfaction of consumers Sehat Workshop in Banda Aceh, then the quality of service products from the Sehat Workshop individually significantly affect the satisfaction of consumers of service users Sehat Workshop Banda Aceh and individually prices given by Sehat Workshop individually have an effect on significantly to customer satisfaction of service user of Sehat Workshop of Banda Aceh.

scholarly journals Quality of Service Using Partial Least Square (PLS)

2020 ◽  
Vol 5 (7) ◽  
pp. 1324-1326
Author(s):  
Panji Priya Sahita ◽  
ulianus Hutabarat ◽  
Nelly Budiharti
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Effect Size ◽  
Performance Model ◽  
Partial Least Square ◽  
Least Square ◽  
Medium Effect ◽  
Actual Performance ◽  
The Relationship

Service quality is very closely related to customer satisfaction, the higher the quality of service provided, the higher the level of customer satisfaction obtained. The problem in this research is the presence of complaints from various customers of elevator maintenance service users which results in not achieving customer satisfaction. The purpose of this study is to find out what are the expectations needed by the customer to achieve customer satisfaction assisted by the PLS program.Questionnairedistributed the five objects of the research site then conducted the RSquare, Q-Square, F-Square and T-square tests to find out the relationship and influence between variables to customer satisfaction. In the R-Square test the relationship of variables in the model is 56.9% and 43.1% based on variables outside the actual performance model, the expected relationship between variables in the model is 72.7% and 27.3% comes from outside the model. Q-square test on the actual performance model of 32.7% and 52.85% on the expectation model. In the F-square test the actual performance of the biggest influence variable reliability of 0.277 on the expected influence of the reliability variable of 0.336 (large effect size) tangible 0.066 and responsiveness of 0.115 (medium effect size). In the TSquare test the actual performance variable reliability was 0,000 and the expected tangible variable was 0.037, reliability was 0,000, responsiveness was 0.003. After testing it can be seen that the company has not been able to provide the expected customer satisfaction.

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