scholarly journals ANALISIS PENINGKATAN KUALITAS PELAYANAN BONGKAR MUAT BARANG DI PELABUHAN PROBOLINGGO (Studi Kasus PT Delta Arta Bahari Nusantara Cabang Probolinggo)

2021 ◽  
Vol 6 (2) ◽  
pp. 95
Author(s):  
Ardhian Trilaksono ◽  
Indung Sudarso
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Quality Function Deployment ◽  
Customer Perceptions ◽  
Port Operation ◽  
Storage Area ◽  
Loading And Unloading ◽  
Owned Company ◽  
Perceptions And Expectations

PT Delta Arta Bahari Nusantara is a regional-owned company owned by the East Java region as a loading and unloading operator for the Probolinggo port trying to improve port operation services, one of the efforts that has been made is building port facilities. There is an increase in loading and unloading activities of superior commodities, it is necessary to increase the quality. Efforts to maintain service quality of a company must analyze and serve data and information accordingly from data and measurements, in this case, product suitability and customer satisfaction levels. The purpose of this research is to measure the service quality of PT Delta Arta Bahari Nusantara uses 5 service quality dimensions, the measurement results (gap) between customer perceptions and expectations are evaluated by the Quality Function Deployment (QFD) method. Furthermore, based on the policy (gap) and QFD, strategies are formulated that must be carried out. The results of the analysis showed that all dimensions resulted in a satisfaction level of "less satisfied" (Gap value between -1.5 to -2.25) which means that in all dimensions of satisfaction, customer service ratings provided by PT Delta Arta Bahari Nusantara is not satisfied with meeting expectations. There are 5 indicators that require immediate improvement. Indicators that require the main priority for improvement are the condition and capacity of the dumping yard as well as the facilities and infrastructure, the layout of the stacking field facilities. Recommendations that can be given by the management are evaluating the maximum capacity with the number of storage for goods to determine the addition of the storage area, making improvements to the layout of the facilities and completing if there are lack of public facilities.

scholarly journals ANALYSIS OF INTEGRATED BUS TERMINAL SERVICES IN PULO GEBANG IN INCREASING CUSTOMER SATISFACTION

2021 ◽  
Vol 1 (1) ◽  
pp. 12-21
Author(s):  
Aswanti Setyawati ◽  
Muhammad Nur Huda ◽  
Suripno Suripno ◽  
Hendy Tannady
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Customer Service ◽  
Quality Function Deployment ◽  
Gap Analysis ◽  
Service Level ◽  
Customer Expectations ◽  
Customer Perceptions ◽  
Perceptions And Expectations

This study aims to analyze the service level of the Pulo Gebang Integrated bus terminal in increasing customer satisfaction. Based on the analysis and discussion, the results of the gap analysis between customer perceptions and expectations of 22 service attributes are all negative (-) with a range of -0.15 to -1 , 49. This indicates that the quality of service is still far from customer expectations, the attributes of interest after analyzing with the Importance Performance Analysis, the priority for improvement is obtained as well as in an effort to improve the quality of customer service at the Pulo Gebang Integrated bus terminal, after analyzing the approach with the Quality Function Deployment method, seven order of priority improvement.

scholarly journals Service Quality of Online Shopping Platforms: A Case-Based Empirical and Analytical Study

2013 ◽  
Vol 2013 ◽  
pp. 1-9 ◽  
Author(s):  
Tsan-Ming Choi ◽  
Pui-Sze Chow ◽  
Bowood Kwok ◽  
Shuk-Ching Liu ◽  
Bin Shen
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Customer Loyalty ◽  
Analytical Study ◽  
Online Shopping ◽  
Service Level ◽  
Customer Perceptions ◽  
Optimal Service ◽  
Quality Instruments

Customer service is crucially important for online shopping platforms (OSPs) such as eBay and Taobao. Based on the well-established service quality instruments and the scenario of the specific case on Taobao, this paper focuses on exploring the service quality of an OSP with an aim of revealing customer perceptions of the service quality associated with the provided functions and investigating their impacts on customer loyalty. By an empirical study, this paper finds that the “fulfillment and responsiveness” function is significantly related to the customer loyalty. Further analytical study is conducted to reveal that the optimal service level on the “fulfillment and responsiveness” function for the risk averse OSP uniquely exists. Moreover, the analytical results prove that (i) if the customer loyalty is more positively correlated to the service level, it will lead to a larger optimal service level, and (ii) the optimal service level is independent of the profit target, the source of uncertainty, and the risk preference of the OSP.

scholarly journals INTEGRASI SERVQUAL DAN AHP UNTUK EVALUASI KUALITAS LAYANAN DEKRANASDA

SAINTEKBU ◽  
2021 ◽  
Vol 13 (01) ◽  
pp. 8-18
Author(s):  
A. Aviv Mahmudi
Keyword(s):  
Customer Service ◽  
Service Providers ◽  
Main Concern ◽  
High Quality ◽  
Five Dimensions ◽  
Customer Perceptions ◽  
Physical Evidence ◽  
Perceptions And Expectations ◽  
Hierarchy Process

Achieving superior service quality is the main concern of all service providers, so that service providers are urged to provide high quality customer-oriented services. The purpose of this study was to analyze the quality of customer service at Dekranasda Rembang, using the Servqual and Analitycal Hierarchy Process (AHP) methods. Servqual is used to see customer perceptions and expectations on the five dimensions of servqual including Physical Evidence (Tangibles), guarantee (Reliability), Responsiveness (Responsiveness), Assurance (Assurance) and Empathy (Emphaty). While AHP is used to weight each dimension and criteria. The results showed that there were 10 service criteria that had to be improved immediately by Dekranasda, so as to improve customer quality.

scholarly journals Improving public library service quality in local city of Indonesia

2018 ◽  
Vol 154 ◽  
pp. 01047
Author(s):  
Prima Fithri ◽  
Afri Adnan ◽  
Verra Syahmer
Keyword(s):  
Service Quality ◽  
Quality Function Deployment ◽  
Public Library ◽  
Quality Of Services ◽  
The West ◽  
Priority Level ◽  
Perceptions And Expectations ◽  
Air Circulation ◽  
Qfd Method

The purpose of this study is to investigate the gap between perceptions and expectations of users on the services of West Sumatera Province Library as a public sector and determine the priority level of the requirements for the library in order to improve the quality of services based on the dimensions of the service quality. This was done using Servqual and Quality Function Deployment (QFD) method. It was found that, from overall attributes, only one attribute fulfills users’ expectations (it has a positive gap), tangibles element for the attribute of cool air circulation. The ranking of the gap, for all dimensions, is the dimension of responsiveness, assurance, empathy, tangibles and reliability. It indicates that users’s expectations were not being fulfilled yet. The main benefit of this research is to understand user’s perceptions and expectations towards the services provided and to obtain the improvement priority to be taken by the West Sumatera Province Library.

scholarly journals Using SERVQUAL to Assess the Customer Satisfaction Level: A Study of an Urban Cooperative Bank

2016 ◽  
Vol 2 (1) ◽  
pp. 57
Author(s):  
Seema Sharma
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Service Industry ◽  
Satisfaction Level ◽  
Perceived Service Quality ◽  
Customer Perceptions ◽  
Body Of Knowledge ◽  
Excellent Service ◽  
The Impact

<p><em>The SERVQUAL instrument was developed in 1988 by Zeithaml, Parasuraman and Berry as a multi-item scale developed to assess customer perceptions of service quality in service industry. Customers judge service quality as low or high depending upon whether the service performance meets their expectation or not. The purpose of this research is to determine the impact of service quality of an urban cooperative bank on its customers and to throw light on the satisfaction level of the customers, so that the managers in the organization can improve the quality of the services rendered. Using SERVQUAL tool, five service quality dimensions using two segments in the form of a questionnaire consisting of 22 questions each have been used for the customers. The result shows that the overall perception of the quality of service provided by the bank under study is within the acceptable limit for the five aspects of service quality measured. Nevertheless, difference between the expectation of excellent service quality and perceived service quality throws light on the need for improvement by bridging the customer service gaps in certain areas of service delivery by the bank. Thus the research intends to add to the limited body of knowledge pertaining to the service quality of the bank under study.</em></p>

scholarly journals ANALISIS KEPUASAN PELANGGAN ABC LAUNDRY DENGAN MENGGUNAKAN METODE SERVICE QUALITY, IMPORTANCE PERFORMANCE ANALYSIS (IPA) DAN CUSTOMER SATISFACTION INDEX (CSI)

2020 ◽  
Vol 15 (1) ◽  
pp. 1
Author(s):  
Aulia Fashanah Hadining
Keyword(s):  
Performance Analysis ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Questionnaire Data ◽  
Customer Perceptions ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Perceptions And Expectations

Penelitian ini dilakukan dengan tujuan untuk mengetahui tingkat kepuasan pelanggan terhadap kualitas pelayanan ABC Laundry serta untuk mengetahui apakah ada perbedaan yang signifikan antara persepsi dan harapan pelanggan pada masing-masing dimensi kualitas. Penelitian yang dilakukan merupakan penelitian survei yang bersifat kuantitatif. Responden dalam penelitian ini adalah pelanggan ABC Laundry yang terletak di depan gerbang perumahan Griya Indah. Pengumpulan data yang dilakukan dengan menggunakan kuesioner, pengolahan data yang dilakukan dengan menggunakan metode Servqual, Importance Performance Analysis (IPA) dan Customer Satisfaction Index (CSI). Hasil penelitian menunjukkan bahwa pelanggan sudah merasa sangat puas terhadap pelayanan yang diberikan tetapi belum maksimal. Hal ini terlihat dari hasil pengujian tingkat kepuasan pelanggan dengan menggunakan metode Customer Satisfaction Index (CSI) yaitu sebesar 91%. Pada pengujian dengan metode Importance Performance Analysis (IPA) terdapat 5 atribut yang masuk ke  dalam kuadran I yang artinya ada 5 atribut pelayanan yang belum maksimal. Berdasarkan pengujian dengan metode Servqual urutan perbaikan dimulai dari atribut E1 (pihak laundry mampu memberikan penyelesaian atas keluhan dari pelanggan) yang memiliki nilai negatif paling besar. Abstract[Title: Analysis of Customer Satisfaction ABC Laundry by Using Service Quality, Importance Performance Analysis and Customer Satisfaction Index Methode] This research was conducted with the aim to determine the level of customer satisfaction with the quality of ABC Laundry services and to determine whether are significant differences between customer perceptions and expectations in each dimension of quality. The research conducted is quantitative survey research. Respondents in this study were ABC laundry customers located in front of Griya Indah Housing Gate. Data collection is done by using questionnaire, data processing is done by using Servqual, Importance Performance Analysis (IPA) and Customer Satisfaction Index (CSI) methode. The result showed that customers were very satisfied with the service provided but not yet maximized. This can be seen the results of testing the index of customer satisfaction using Customer Satisfaction Index (CSI) methode that is equal to 91%. In testing by using Importance Performance Analyis (IPA) methode, there are 5 attributes that enter into the Quadran I, which means that there are 5 service attributes that have not been maximized. Based on the test by using Servqual methode is the sequence of improvement starts from E1 attribute (the laundry is able to provide settlement of complaints from customers) which has the greatest negative value.Keywords: Customer Satisfaction Index (CSI); Dimension of Service Quality; Importance Performance Analysis (IPA); Servqual

scholarly journals Perencanaan Sistem Pendukung Keputusan Untuk Peningkatan Produktivitas

2017 ◽  
Author(s):  
Abdurrozzaq Hasibuan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Quality Function Deployment ◽  
Water Distribution ◽  
Pure Water ◽  
Construct Development ◽  
Customer Complaint ◽  
Owned Company ◽  
Qfd Method

Clean water in Medan City is provided by PDAM (Government Owned Company). Study of the customer satisfaction is related with choosing the kind of product and service that are needed by the customer. Compiled with the customer hopping will produce the satisfaction and produce the customer loyalty. Service quality in Perusahaan Daerah Air Minum (PDAM) Medan city is felt less satisfaction if compared with the customer hopping.The problem of customer satisfaction will be solved with QFD method (Quality Function Deployment). QFD method is used to construct development of service quality like the customer needed and company ability. The service attributes need interested by PDAM management to improve immediately are : the quality of pure water that distributed, velocity of repair leakage, the faster and perceptive official face the customer complaint, water distribution for customer fast., and the velocity of counter service.

scholarly journals Students’ perception of the Service Quality Gaps of Omantel Company using SERVQUAL Model

2021 ◽  
Vol 2 (2) ◽  
pp. 1-8
Author(s):  
Ikhlas Al Shibli ◽  
◽  
Alsafa Al-mamari ◽  
Hiba Al-Dhahri ◽  
Keyword(s):  
Service Quality ◽  
Service Industry ◽  
Negative Relationship ◽  
Telecommunications Industry ◽  
Reliability Factor ◽  
Customer Perceptions ◽  
The Difference ◽  
Perceptions And Expectations ◽  
The Impact

Purpose of the study: The objective of the study is to determine the impact of service quality gaps in the telecommunications industry in Oman, through critically analysing the differences between the expectations and perceptions in relates to tangibility, empathy, reliability, responsiveness, and assurance. Design/Methodology/Approach: The study used the SERVQUAL model to calculate the existing quality of service of the telecommunication company operating in the Sultanate of Oman and to know the differences between expectations and perceptions of the quality of services provided to the customers by Omantel Company. The sampling used in this study was convenient sampling adopted through a questionnaire where the size of the sample was 150 which was randomly selected from the students of different faculties at Sohar University. The data were analyzed using the SPSS program. Findings: The findings of the research study revealed that there exists a negative relationship between the customer perceptions and expectations and the difference in the scores between the two sets of variables is in favor of the expectations of the respondents in relates to Omantel services. The reliability factor had the largest difference between the two sets of variables and the tangibles factor had the smallest difference. Research Implications: The results of this study help Omantel Company to strategically develop service quality in the areas of assurance, empathy, and responsiveness and to understand how consumers view the quality of the service, and to help the organization track and sustain quality service. Originality/value: The research was performed in the rapidly increasing telecom service industry, which is experiencing dramatic changes over time and is making concentrated efforts to keep up with unparalleled, ground-breaking advances in technology. This research can be extended to other sectors of the market. Keywords: Service Quality, Omantel, Telecommunications industry in Oman, SERVQUAL Model, Customers’ Satisfaction, Perception and Expectations.

Tingkat Kepuasan Nasabah Pada Bank Syariah Mandiri Cabang Bogor

2019 ◽  
Vol 4 (2) ◽  
pp. 34
Author(s):  
Priyo Wismantoro ◽  
Fika Dwiyanti
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Competitive Advantage ◽  
Customer Service ◽  
General Level ◽  
Customer Focus ◽  
Quality Improvements ◽  
Level Of Satisfaction

Business banking is a service business based on principles of trust and t5he customer is a major asset. Under conditions of business competition among banks strict bank that has resulted in only a competitive advantage (compatative advantage as well as a competitive advantage) who can reach the highest position in the eyes of cusmers or the public. Competitive advantage can be obtained from the quality of customer servicr, so the focus on customers (customer focus), responsive to the development of customer desires and continuously innovate is an acitivity that can be done to anticipate the cimpetitive conditions. In this case, the bank should always evaluate the quality of service given to customers and is reflected in the level of customer satisfaction obtained. Rate the quality of service branch of bank syariah mandiri bogor whole is still under service, because it still was below expectations, this is evident also that the general level of service is still not meeting customer expectations, because the level of hope (expectation0 the customer is generally higher than the level of performance (perfromance) or perception(perception)customer.        Empathy dimension of service quality dimensions are most critical or have any impact on the most powerful influence on the level of satisfaction. In this case, the willingness og bank syariah mandiri branch bogor provide individual attention in serving its clients is crucial. Empathy dimension attributes inclide individual attention, operational time , personal attention, giving interests, and understand the needs. These attributes is the main priority of service quality improvements are intensive and comprehensive.           Customer service strategy to be implemented by the management of bank syariah mandiri in perspective five dimensioris of service quality(tangibles, realiability,responsiveness, assurance and empathy) looks not optimal. In an effort to provide the best service (service excellence) and focus to the customer(customer focus), then the customer satisfaction can be obatained with significantly improved and the improvement of quality of serivice aspects and impticalions of the strategy need to be consldered

scholarly journals Pengaruh Kualitas Pelayanan Customer Service Terhadap Kepuasan Nasabah Pada Bank BJB Cabang Subang

ijd-demos ◽  
2020 ◽  
Vol 1 (2) ◽  
Author(s):  
Agus Dedi Subagja ◽  
Hanifah Hanifah
Keyword(s):  
Statistical Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Service ◽  
Descriptive Analysis ◽  
Total Sample ◽  
High Level ◽  
Statistical Analysis Methods ◽  
Research Analysis

Kualitas pelayanan adalah totalitas fitur dan karakteristik produk atau jasa yang tergantung pada kemampuannya untuk memuaskan kebutuhan yang dinyatakan atau tersirat. Kepuasan pelanggan adalah tingkat perasaan seseorang setelah membandingkan kinerja (atau hasil) yang ia persepsikan dibandingkan dengan harapannya. Penelitian ini bertujuan untuk menganalisis kualitas pelayanan customer service terhadap kepuasan nasabah dan menguji pengaruh kualitas pelayanan customer service terhadap kepuasan nasabah pada Bank BJB cabang Subang. Penulis menggunakan pendekatan kuantitatif dengan metode analisis deskriptif dan analisis statistik. Populasi pada penelitian ini sebanyak 3.841, dengan jumlah sampel yang diambil sebanyak 100 orang. Sedangkan alat pengumpulan data yang digunakan adalah kuesioner. Hasil analisis penelitian menunjukkan pengaruh kualitas pelayanan customer service terhadap kepuasan nasabah pada Bank BJB cabang Subang menunjukkan tingkat hubungan yang tinggi dengan kontribusi pengaruh yaitu sebesar 64,4% dan sisanya sebesar 35,4% dipengaruhi oleh faktor lain yang tidak diteliti.Service quality is the totality of features and characteristics of a product or service that depends on its ability to satisfy stated or implied needs. Customer satisfaction is the level of one's feelings after comparing the performance (or results) he perceives compared to his expectations. This study aims to analyze the quality of customer service service to customer satisfaction and examine the influence of customer service quality on customer satisfaction at the Bank of the Subang branch BJB. The author uses a quantitative approach with descriptive analysis and statistical analysis methods. The population in this study was 5,240, with a total sample of 100 people. While the data collection tools used were questionnaires. The results of the research analysis showed the influence of customer service quality on customer satisfaction at the Bank of the Subang branch BJB showed a high level of relationship with the contribution of influence that is equal to 64.4% and the remaining 35.4% is influenced by other factors not examined.

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