scholarly journals Kualitas Pelayanan Pembuatan Sertifikat Tanah pada Kantor Pertanahan / Badan Pertanahan Nasional Kota Palangka Raya

2018 ◽  
Vol 4 (2) ◽  
pp. 5-9
Author(s):  
Raden Biroum Bernardianto ◽  
Pipit Fitriyah
Keyword(s):  
Qualitative Research ◽  
Service Quality ◽  
Five Dimensions ◽  
Excellent Quality ◽  
Community Perspectives ◽  
Service Activities ◽  
Long Time ◽  
The City

So far there are still many community perspectives that to administer land certificates requires expensive, long time, complicated and convoluted procedures and the completion of land certificates that are not on time is still not by SOPs, so the results are not optimal. The purpose of this study was to determine the quality of land certificate services provided by the National Land Agency (BPN) to the community. This study uses a type of qualitative research. Based on the results of the study, it can be explained that the Land Office / National Land Agency of the City of Palangka Raya in providing services is sufficient to provide excellent quality services because it is seen from the whole as good even though there are still people who are not satisfied with the services of officers. To find out the service quality of the issuance of the land certificate, the writer uses five dimensions, namely: tangible, reliability, responsiveness, assurance and empathy. It is recommended and expected that Palangka Raya City Land / National Land Agency will further improve the quality of land certificate services and prioritize attention to improving service quality on the timeliness of services where officers are expected to be more timely in starting service activities. As well as the timeliness of completion of land certificate services by existing SOPs.

scholarly journals Evaluasi Kualitas Pelayanan Jasa Kepariwisataan dengan Metode SERVQUAL dan QFD

2018 ◽  
Author(s):  
Didi Junaedi
Keyword(s):  
Service Quality ◽  
Human Resources ◽  
Quality Of Services ◽  
Five Dimensions ◽  
Operational Systems ◽  
Number Of Visits ◽  
Tourism Services ◽  
The City ◽  
And Training

Kasepuhan Palace Cirebon tourism services participate to build the economy of the country, especially the city of Cirebon. Therefore, in order to further increase the number of visits, the service quality should be improved. Using SERVQUAL method, can know the perception of service quality kasepuhan palace Cirebon. Measuring the quality of services performed on five dimensions that is tangible, responsiveness, assurance, reliability, and empathy. The results of this study showed that all of the dimensions are still not as expected visitors. Improvement starting from the dimensions of responsiveness that has the smallest SERVQUAL score. QFD can be analyzed using improvement priorities according to customer needs. The most important priority that needs to be adequate hygiene team, demolition charges, as well as the renovation and restoration. Overall it can be proposed for improving services such as: improvement of operational systems, improvements and additions to the facility, the addition of human resources and training. Limitations in this study is only the first phase HOQ.

scholarly journals KUALITAS PELAYANAN IZIN MENDIRIKAN BANGUNAN (IMB) PADA BADAN PELAYANAN PERIZINAN TERPADU (BPPT) KOTA BANDUNG

2019 ◽  
Vol 9 (1) ◽  
pp. 75-92
Author(s):  
Irvan Arif Kurniawan
Keyword(s):  
Service Quality ◽  
Public Services ◽  
Service Agency ◽  
Five Dimensions ◽  
The Public ◽  
One Stop ◽  
Construction Permit ◽  
The City ◽  
Descriptive Method

The Bandung City Integrated Licensing Service Agency (BPPT) is an institution that provides one-stop licensing services, especially building construction permit (IMB) services in Bandung City. IMB services at BPPT City Bandung are carried out in an integrated manner by involving related agencies. IMB services in the city of Bandung are the services most proposed by the public. Therefore, in its implementation, it is necessary to pay attention to the quality of service. The quality of public services can be seen from the five dimensions of SERVQUAL (Service Quality), namely the tangible dimension, the reliability dimension, the responsiveness dimension, the assurance dimension, and the empathy dimension. The descriptive method was chosen to analyze the quality of IMB services at BPPT Bandung City from the five dimensions of SERVQUAL. The results of this study indicate that the tangible dimensions, dimension reliability, dimensional responsiveness, dimensional assurance, and empathy dimensions have been implemented in IMB services. Of the five dimensions, it is necessary to support adequate information technology so that building services can improve the quality of public services, especially in the dimension of responsiveness.Keyword : Service Quality, Building permit, Tangible, Reliability, Responsiveness, Assurance, and, Empahty.

scholarly journals Persepsi Pelaku Usaha Mikro Kecil Menengah terhadap Kualitas Pelayanan Publik di Dinas Koperasi Kota Medan

2020 ◽  
Vol 2 (1) ◽  
pp. 79-88
Author(s):  
Adelia Rahmi Harahap ◽  
Nina Siti Salmaniah Siregar ◽  
Abdul Kadir
Keyword(s):  
Qualitative Research ◽  
Quality Of Service ◽  
Data Collection ◽  
Service Quality ◽  
Research Method ◽  
Administrative Reform ◽  
Information Board ◽  
Bureaucratic Reform ◽  
The City

This research was conducted in the field of UKM Empowerment of the Medan City Cooperative UKM Office, with the aim to determine the perceptions of Micro Business Actors on the quality of service in the field of UKM Empowerment of the Medan City Cooperative Office, to find out the factors that influence the quality of public services in the Field of UKM Empowerment of the Cooperative Office Medan City UKM. The research method used is a descriptive qualitative research method, with data collection techniques of observation, interviews and documentation. From the results of research by interviewing a number of SMEs, it is known that the perception of Micro Business Actors about the services of the Field of UKM Empowerment of the City of Medan SME Cooperative Office as a whole is satisfying. The theory used is a theory according to Zeithhaml, Pasuraman and Berry about the dimensions of service quality. The factors that affect service quality using indicators include: requirements, service time, costs / tariffs, implementing competencies and implementing behavior contained in the Regulation of the Minister of Administrative Reform and Bureaucratic Reform No. 16 of 2014 and adjusted based on the theories of Zeithhaml, Pasuraman and Berry. Regarding facilities and infrastructure, the Medan City Cooperative Office has not yet created an information board that contains information on technical or administrative requirements, so Business Actors can find out.

scholarly journals SERVQUAL Gap Analysis of Nepalese Commercial Banks

The Batuk ◽  
2020 ◽  
Vol 6 (2) ◽  
pp. 42-52
Author(s):  
Makshindra Thapa
Keyword(s):  
Service Quality ◽  
Questionnaire Survey ◽  
Commercial Banks ◽  
Gap Analysis ◽  
Male And Female ◽  
Five Dimensions ◽  
Significant Difference ◽  
Sample Test

The main objective of this paper is to present empirical findings regarding service quality being offered by Nepalese commercial banks. The SERVQUAL gap analysis has-been applied to measure extent of service quality expected and actually perceived by the customers within five dimensions; tangibles, reliability, responsiveness, assurance and empathy. The gap analysis finding is based on responses of 216 bank customers. A questionnaire survey conducted consisting the SERVQUAL instrument with 22 items used for the survey originated by Parasuraman et al. (1988). The result of gap analysis showed that there remarkable service quality gaps in all five dimensions of SERVQUAL. Empathy and assurance have more gaps relative to other dimensions. Independent sample test showed that there is no significant difference between male and female respondent’s perceived gaps in service quality of these banks.

scholarly journals Sensory Marketing in the Quality of Service of the Hotel El Libertador in the City of Riobamba

2021 ◽  
Author(s):  
Diana Carolina García Mayorga ◽  
Jorge Antonio Vasco Vasco ◽  
Juan Carlos Montufar Guevara
Keyword(s):  
Quality Of Service ◽  
Visual Perception ◽  
Service Quality ◽  
Auditory Perception ◽  
Marketing Strategies ◽  
Existing Problems ◽  
Sensory Marketing ◽  
Palabras Clave ◽  
The City

This research aimed to improve the perception of the quality of service of the Hotel El Libertador by means of sensory marketing elements to improve the tourist experience. The study variables were derived from the visual, auditory and kinesthetic perceptions related to the quality of service. In addition, an analysis was performed with the EEG MindWave Mobile 2 biometric equipment, to understand the levels of attention, meditation and blinking. In terms of visual perception, it was determined that attention should be paid to the clothing of the staff (27.6%) and signage (40.9%). The elements of the auditory perception of the hotel had low ratings because the hotel has not implemented elements of auditory sensory marketing in the facilities. Four of the seven elements of the kinesthetic perceptions were not attended and had a weight between 38.3% and 46.7%. As a result of these analyses, a sensory marketing proposal was suggested, which included visual, auditory and kinesthetic marketing strategies, to provide a solution to the existing problems with the hotel facilities. Based on the biometric equipment results, a proposal was made for sensory marketing strategies with elements of experiential communication to be used in the hotel’s facilities which would also improve the perception of service quality. Keywords: sensory marketing, perception, tourism, senses, quality of service, neuromarketing. Resumen La investigación tuvo como objetivo mejorar la percepción en la calidad de servicio del HOTEL EL LIBERTADOR, por medio de elementos de marketing sensorial mejorando la experiencia del turista. La investigación es de tipo correlacional, las variables de estudio se desprenden de la percepción visual, auditiva y kinestésica relacionada con la variable calidad del servicio, además se realizó un análisis con equipo biométrico EEG MindWave Mobile 2 en las instalaciones de la empresa para identificar los niveles de atención, meditación y parpadeo. En los elementos de percepción visual se determinó que se debe prestar atención a la vestimenta del personal que tiene un 27,6% y la señalética 40,9%. Los elementos de la percepción auditiva del hotel tienen una baja calificación porque el hotel no ha implementado elementos de marketing sensorial auditivo en las instalaciones, 4 de los 7 elementos de la percepción kinestésica no han sido atendidos y tienen una ponderación entre 38,3% a 46,7% Por medio de este análisis se planteó una propuesta de marketing sensorial para dar solución a la problemática existente en las instalaciones del hotel, la misma que contiene estrategias de marketing visual, auditivo y kinestésico. Mediante la obtención de resultados y análisis realizados con equipos biométricos, se pudo determinar estrategias de marketing sensorial con elementos de comunicación experiencial en las instalaciones de la empresa hotelera que permita mejorar la percepción de la calidad de servicio. Palabras clave: marketing sensorial, percepción, turísmo, sentidos, calidad de servicio, neuromarketing.

scholarly journals ANALISIS FAKTOR-FAKTOR YANG MEMENGARUHI KEPUASAN LAYANAN AKADEMIK MAHASISWA PRODI DIPLOMA I KEPABEANAN DAN CUKAI

2017 ◽  
Vol 1 (1) ◽  
Author(s):  
Agus Sriyanto
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Latent Variables ◽  
Structural Equation ◽  
Positive Impact ◽  
Positive Influence ◽  
Equation Modeling ◽  
Policy Makers ◽  
Five Dimensions

ABSTRACT:Improving the quality of education becomes very important nowadays to meet the increasing demands of graduates’ future institutions. This research adopts five dimensions of service quality initiated by Parasuraman, Zeithaml and Berry (servqual) to assess the quality of academic services affecting student satisfaction. Once the determinants are known, they can be used by policy makers to improve student satisfaction levels. After identifying the determinant factors, policy makers can use them to improve the level of satisfaction of students. There are 100 respondents who participated in this research. The data was collected using surveys and analyzed using structural equation modeling with Smart PLS 3.0. The results showed that among five hypotheses tested, all variables have the positive influence, however, there are two latent variables which have significant associations, while the others have not. Responsiveness and empathy have positive and significant impact on the student satisfaction, while tangible, reliability and assurance have a positive impact but not significant. Keywords: customs student satisfaction, service quality, servqual, SEM.ABSTRAK:Meningkatkan kualitas pendidikan menjadi sangat penting dewasa ini untuk memenuhi tuntutan kebutuhan unit pengguna yang semakin meningkat. Penelitian ini mengadopsi lima dimensi kualitas jasa yang digagas oleh Parasuraman, Zeithaml dan Berry (Servqual) untuk menilai kualitas layanan akademik yang mempengaruhi kepuasan mahasiswa. Setelah faktor-faktor penentu dari dimensi servqual dapat diketahui maka faktor-faktor tersebut dapat digunakan oleh pembuat kebijakan untuk meningkatkan tingkat kualitas layanan kepada mahasiswa. Ada 100 responden di pilih secara acak dari total populasi yang berpartisipasi dalam penelitian ini. Data dikumpulkan dengan menggunakan survei online dan dianalisis dengan pemodelan persamaan struktural dengan bantuan software Smart PLS 3.0. Hasil penelitian ini menunjukkan bahwa dari kelima dimensi servqual, semua variabel memiliki pengaruh positif terhadap kepuasan mahasiswa, namun dari lima variabel tersebut hanya dua variabel laten yang mempunyai pengaruh signifikan, sementara tiga variabel yang lain tidak signifikan. Daya tanggap dan empati berpengaruh positif dan signifikan terhadap kepuasan siswa, sedangkan bukti fisik, keandalan dan jaminan memiliki dampak positif namun tidak signifikan.Kata Kunci: kepuasan, Mahasiswa Bea dan Cukai, kualitas layanan, Servqual, SEM                  

A Hybrid Approach Based on SERVQUAL, SERVPERF, and IPA for Measuring Transit Service Quality

2020 ◽  
pp. 295-311
Author(s):  
Mohamad Haidar
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Social Environment ◽  
Public Perception ◽  
Hybrid Approach ◽  
Transit System ◽  
The Public ◽  
International Graduate ◽  
The City

The purpose of this chapter is to discuss the public perception of the quality of service in the public transit system in Montreal using a combination of analyses and surveys. The results are used to make recommendations to improve the STM and its perception. General guidelines of SERVQUAL with some additional questions that are more specific to the current social environment of the city are presented. A survey was conducted by asking 250 international graduate Concordia students to rate a series of statements based on the importance of the issue and how much they agreed with the statement, the results were analyzed using three methods: SERVQUAL, SERVPERF, and IPA. The improvement of timetable synchronization between different metro lines and buses is crucial, as well as the education of STM employees in terms of dealing with different ethnicities, languages, and backgrounds are found. The chapter is a rare outside look at the STM and how users perceive the quality of the service, as opposed to the usual internal studies done by the organization itself.

THE ROLE OF LOCAL AUTHORITIES IN THE IMPLEMENTATION OF THE SUSTAINABLE STRATEGY

2017 ◽  
Vol 66 (0) ◽  
pp. 55-67 ◽  
Author(s):  
Anna Brdulak
Keyword(s):  
Quality Of Life ◽  
Qualitative Research ◽  
Sustainable Development ◽  
Development Strategy ◽  
Implementation Process ◽  
Local Authorities ◽  
The Sustainable Development ◽  
The City

To provide a good level of the quality of life of the city inhabitants, it is indispensable to follow sustainable development strategy, allowing to create social capital. This is important especially for local authorities, which should govern society by cooperating with them. Therefore, the main purpose of the article is to present implementation process and its conditions of the sustainable development strategy within the structures of local government units in Poland. Analysis is based on the authoress’ own qualitative research conducted in four voivodships in the Southern of Poland.

scholarly journals Persepsi Nasabah Terhadap Tingkat Kualitas Pelayanan Bank Syariah Cabang Malang

2018 ◽  
Vol 3 (1) ◽  
pp. 79
Author(s):  
Lailatul Iffah
Keyword(s):  
Service Quality ◽  
Quantitative Method ◽  
Sampling Method ◽  
Primary Data ◽  
Level Of Service ◽  
Sampling Techniques ◽  
Research Subjects ◽  
Five Dimensions ◽  
Customer Perception

This study aims to determine the perceptions of customers on the level of service quality of Syariah Mandiri Bank Malang branch based on five dimensions of service quality. This research used quantitative method with research subjects on BSM savings customers who used mudharabah muthlaqah contract of Syariah Mandiri Bank Malang branch. The data used in this study is the primary data through questionnaires. Questionnaires were distributed to customers as much as 53 questionnaires and sampling techniques using Purposive Sampling method. The result of the research showed that customer perception of Syariah Mandiri Bank Malang branch is very satisfied under the perception of emphaty dimension as dimension which dominates customer’s perception toward service quality of the Bank.

scholarly journals Service Quality Satisfaction: Perceptions of Ghanaian Higher Education Students Learning at a Distance

2021 ◽  
Author(s):  
samuel amponsah ◽  
Boadi Agyekum
Keyword(s):  
Service Quality ◽  
Service Providers ◽  
Qualitative Interviews ◽  
Structured Interview ◽  
Three Dimensions ◽  
Service Reliability ◽  
Five Dimensions ◽  
The University ◽  
University Of Ghana

Assessing students’ satisfaction of service quality is vital to educational service providers. This qualitative study hence employed the SERVQUAL Theory to explore the perspectives of 30 distance learning students on the quality of services provided at the University of Ghana Learning Centres. The participants were purposively selected and engaged in in-depth qualitative interviews through a semi-structured interview guide. Our findings revealed varied satisfaction levels with the five dimensions of quality of service: reliability, assurance, responsiveness, tangibility, and empathy. The findings revealed that students’ perceptions of the tangibility and empathy dimensions were negative. We thus advocate leveraging the three dimensions perceived to be satisfying among students while ensuring improvements in the two other dimensions that elicited no satisfaction. Consequently, we offer recommendations framed by UNESCO that may be of interest to providers and managers of distance education programmes in similar learning centres.

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