scholarly journals Peranan Kualitas Pelayanan Pendidikan Terhadap Tingkat Kepuasan Mahasiswa Menggunakan Pendekatan Importance Performace Analysis (Studi Kasus Di Universitas Sangga Buana)

2019 ◽  
Vol 1 (1) ◽  
pp. 11
Author(s):  
Heru Azhar Adlirachan ◽  
Inayati Nasrudin
Keyword(s):  
Service Quality ◽  
F Test ◽  
Five Dimension ◽  
Level Of Significance

This research purposed to identify and analyze how far the service quality  to the level of customer’s satisfaction (Case Study in Sangga Buana University), By results of data processed on respondent preferences , it generally showed that each of variable of sevice quality has a suitability of  expectation  61.20% (X1), 65.77% (X2), 65.82% (X3), 68.75% (X4), and 67.69% (X5) to customer’s satisfaction. In fact, evidently among the five dimension, only  dimesion of tangible, reliability, emphaty  and responsiveness was in quadrant A and B with percentace of customer”s statisfaction 48% and 34%, on the otherhand dimension of assurance  was in quadrant C and D with percentace of customer”s statisfaction 4% and 12%.  In addition, the F-test showed that service quality had a low significant impact on customer’s satisfaction with the level of significance of 0.1 or 10%. This matter can be seen from all of t-count variable which hasn’t exceed t-table. Based on the cartecius diagram, There are 24  indicators in quadrant A, 2 indicators in quadrant C, and  6 indicators in quadrant D need to be improved. Furthermore, there are 17 indicators in quadrant B as a good services.

scholarly journals The Influence of Price, Service Quality, and Promotion Against Decision Users Transportation Online (Grab) in Jakarta

2021 ◽  
Vol 19 (2) ◽  
pp. 62
Author(s):  
Gregorius Widiyanto ◽  
Pujiarti Pujiarti ◽  
FX Pudjo Wibowo
Keyword(s):  
Service Quality ◽  
Simple Random Sampling ◽  
T Test ◽  
Coefficient Of Determination ◽  
Service Users ◽  
Test Results ◽  
F Test ◽  
Transportation Services ◽  
Transportation Service ◽  
Level Of Significance

The purpose of this research is to see price, service quality, and promotion partially (individually) or simultaneously (jointly) against the decisions of online transportation service users (Grab) in Jakarta. The research was conducted by spreading questionnaires, while the research method was using Simple Random Sampling. The independent variables in this study are price, service quality, and promotion, while the dependent variable in this study is the decision of online transportation service users (Grab) in Jakarta. The analysis method used is direct questionnaire analysis. Online transportation service users (Grab) in Jakarta are 300 online Grab service users in Jakarta. The analytical method used in this study uses the coefficient of determination analysis, multiple regression analysis of the F test and t test, using SPSS Version 25 which is based on data from online Grab transportation service users of 300 people. The t test shows that the price variable (X1) partially has a positive and significant effect (the t count of price is 2,452 > t table 1,65 and 0,015 < 0,05) on decisions of online transportation service users (Grab) in Jakarta. Service quality (X2) partially has a positive and significant effect (the t count of service quality is 9,286 > t table 1,65 and 0,000 < 0,05) on the decision of online transportation service users (Grab) in Jakarta. Promotion variable (X3) partially positive and significant effect (the t count of promotion is 5,431 > t table 1,65 and 0,000 < 0,05) on the decision of users of online transportation services (Grab) in Jakarta. The F test results obtained the F count is 72,020 with a significance value is 0,000 so that the value of F count > F table or 72,020 > 3,87 or the level of significance (sig) 0,000 < 0,05, it can be shown that the effect is simultaneously (together) between price, service quality, and Decision Users Transportation Online (Grab) in Jakarta and the R Square in this study means that variance in decision making can be taken by price, service quality, and promotion through a model of 42,2% and the remaining 57,8% comes from other variables excluding price, service quality, and promotion variables.

The Analysis Of Service Quality Using Importance Performance Analysis For Mrt Jakarta

2020 ◽  
Vol 18 (3) ◽  
pp. 85
Author(s):  
Rina Nur Chasanah ◽  
Andreas Wijaya
Keyword(s):  
Air Pollution ◽  
Performance Analysis ◽  
Service Quality ◽  
Public Transportation ◽  
Traffic Congestion ◽  
Fossil Fuels ◽  
Service Level ◽  
Public Infrastructure ◽  
Five Dimension ◽  
Quality Theory

Public infrastructure and congestion issues become salient problems in Indonesia. According to INRIX Global Traffic Scoreboard (2018): Jakarta was ranked as twelfth worst in the world. Air quality also becoming another issues that derived from traffic congestion causing air pollution. To mitigate this issue, government has been established MRT Jakarta in 2019. This study aims to evaluate and improving service level of Moda Raya Terpadu (MRT) in order to encourage more people using public transportation, moreover altering people using public transportation would reduce the amount of fossil fuels and reducing bad air pollution for a better climate. Methodolgy of the research using service quality theory with five dimension from Parasuraman et. al, and extended in Importance Performance Analysis (IPA) method. Therefore, data was distributed using questionnaire with 18 item measurement and 102 respondents was collected. As a result, tangibility, reliability, and responsiveness dimension had been classified in quadrant one, followed assurance dimension in quadrant two, however empathy dimension had been measured in quadrant four and indicates to be improved.

PENGARUH KUALITAS PELAYANAN, HARGA DAN CITRA MEREK TERHADAP KEPUASAN MAHASISWA

2019 ◽  
Vol 8 (2) ◽  
pp. 104
Author(s):  
Titim Nurlia
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Significant Influence ◽  
Brand Image ◽  
Linear Regression Analysis ◽  
Research Result ◽  
Coefficient Of Determination ◽  
F Test ◽  
Fierce Competition ◽  
Students Satisfaction

<p>Highly competition requires university to be more sensitive to the interest students as one of stakeholders. Polytechnic LP3I Jakarta Campus Cimone has many competitors amid the dynamics of increasingly fierce competition of higher education. This research aims to analyze the effect of Service quality, Price and Brand Image of Students Satisfaction. A theory used in research is based on opinion from Andriyani, Suwandi Mananeke &amp; Taroreh, Fatriansyah. There is an effect between Service Quality, Price and Brand Image to Customer Satisfaction. This research use a quantitative method by distributing a questionnaire. The amount of population are 408 students and the sample is 80 people by Slovin formulas. Based on research result using linear regression analysis multiple SPSS version 20 indicated that: The independent variable Service Quality, Price and Brand Image jointly tested by F test proved positive and significant influence on the Student Satisfaction and the magnitude of the effect seen from the coefficient of determination (R<sub>2</sub>) was 41,8 %. To test the hypothesis of the use F test and t test. While price do not have effect significant influence on students satisfaction.</p><p> </p><strong>Keywords:</strong> service quality, price, brand image, student’s satisfaction

ANALISIS EFEKTIVITAS PROGRAM USAHA AGRIBISNIS PERDESAAN (PUAP) SERTA DAMPAKNYA TERHADAP TINGKAT PENDAPATAN PETANI (STUDI KASUS PADA GABUNGAN KELOMPOK TANI TELUK JAYA)

2014 ◽  
Vol 5 (2) ◽  
Author(s):  
Yudi Triyanto
Keyword(s):  
Poverty Alleviation ◽  
F Test ◽  
Income Levels ◽  
Before And After ◽  
Program Funding ◽  
Independent Variable ◽  
Farmer Income ◽  
Positive Effect ◽  
Group Association

Study the effectivity analysis of Program Usaha Agribisnis Perdesaan (PUAP) and its impact on farmer income levels (case study of the Teluk Jaya Farmers Group Association) aims to 1. knowing how large the effectivity of PUAP funds is for income levels in poverty alleviation in Teluk Desa Sentosa Panai Hulu Subdistrict, 2. to analyze and determine the level of income of Gapoktan Teluk Jaya Farming Business in Teluk Sentosa, Panai Hulu Subdistrict before and after receiving PUAP assistance. The results showed that the effectivity of PUAP program funding is very effective and good, it can be seen from the results of the F test of 12.406 with a significant level of 0.000 while the F value of the table is 2.051. When compared to the value of F test (12.406) > Ftable (2.051) at α 5%, it was concluded that simultaneously the effectivity variable and the PUAP program had a positive effect. The increase in income of the Teluk Jaya Farmers Group in Teluk Sentosa after receiving PUAP funds can be known from the t table for the effectivity variable of 2.663 and the PUAP program for 1.270 with a significant value for each independent variable (2.051); (0.073). Whereas for the t table value in the distribution statistics t table with the level of test α = 5% and df1 = 27 of 2,051. Based on the criteria that if the value is t count> t table); namely (2.663> 2,051) (1,270> 2,051) so that it can be concluded that the effectivity variable partially has a positive and significant effect on the income level.Keywords : effectivity variable,  income level, PUAP program

scholarly journals Quality Assessment of the Services Delivered by a Court, Based on the Perceptions of Users, Magistrates, and Court Officials

2021 ◽  
Vol 13 (2) ◽  
pp. 504
Author(s):  
Patrícia Moura e Sá ◽  
Maria João Rosa ◽  
Gonçalo Santinha ◽  
Cátia Valente
Keyword(s):  
Service Quality ◽  
Service Providers ◽  
Service Performance ◽  
Technological Equipment ◽  
Perceived Service Quality ◽  
Positive View ◽  
Depth Interview

This paper aims to measure the quality of the services delivered by a court by assessing the satisfaction of court users and service providers, i.e., magistrates and court officials. For that purpose, a case study was carried out and data were collected by means of a questionnaire based on the SERVPERF instrument, in which perceived service quality is measured, considering court users, magistrates, and court officials’ perceptions of post-service performance. One hundred and fifty-eight questionnaires were successfully returned. An in-depth interview was later conducted to the court administrator to gain a richer understanding of the results achieved and ask follow-up questions. Overall, findings revealed that court users, magistrates, and court officials clearly have a positive view of the services provided, although improvement is needed, particularly in the court’s facilities and technological equipment. The current research sheds some light on the potentialities and difficulties of assessing service quality in the judiciary and contributes to the validation of the SERVPERF instrument in this context.

Measuring service quality using IPGA model: A case study in Indonesian train station

2021 ◽  
Author(s):  
S. M. Harahap ◽  
W. Cahyarini ◽  
D. N. I. Utami ◽  
W. R. Wijayanti ◽  
M. Mujiya Ulkhaq
Keyword(s):  
Service Quality ◽  
Train Station

Success Factors of Social Media Applications (SMA): Case Study among UUM Students

2021 ◽  
Vol 12 (3) ◽  
pp. 2733-2745
Author(s):  
Mazlan Mohd Sappri Et.al
Keyword(s):  
Social Media ◽  
Service Quality ◽  
User Satisfaction ◽  
Mobile Application ◽  
Information Quality ◽  
Success Factors ◽  
Reference Model ◽  
Mobile App ◽  
Media Applications

Social media application (SMA) shows several important functions that causing theincrement of usage among mobile application or mobile app users, especially among18 to 28 years-old users. This causing several developers to create their own SMA thathave been targeted to mobile app users. However, only several SMA managed tobecome popular and successful in term of usage, leaving other unpopular SMA in thelower rank of the Google PlayStore. SMA created by developer in Malaysia face thesame situation as mentioned before where those SMA were supposed to attractMalaysian mobile users more. To assess this situation, this study aims to identify thesuccess factors of SMA usage and develop a set of metric based on the success factorsusing research model that have been developed in the past. Information SystemSuccess Model (ISSM) were studied and chosen as the reference model for this studybecause the model is suitable and have been used by other researchers in studiesregarding social media and SMA. ISSM contains several success factors like systemquality, service quality and information quality that affect the user satisfaction and useof a system, where this model were modified in this study with the addition ofnetworking quality and perceive privacy factors. This study were conducted on 380Universiti Utara Malaysia (UUM) students and after analysing the data collected, allproposed success factors except of service quality were found to have a positive impacttowards user satisfaction and usage. The success factors were included in the metricdesign and the metric were presented in an evaluation form for SMA developer inMalaysia to evaluate and applied the metric in their SMA.

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