scholarly journals Perkembangan Tren Penelitian Kualitas Pelayanan Di Indonesia

2021 ◽  
Vol 4 (2) ◽  
pp. 728-756
Author(s):  
Umar Reza Saputra ◽  
Endang Larasati ◽  
Tri Yuniningsih ◽  
Retno Sunu Astuti
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Private Sector ◽  
Research Method ◽  
Quantitative Methods ◽  
Search Technique ◽  
Quality Research ◽  
Research Sector ◽  
Independent Variable

This study aims to be able to provide an overview related to the development of research on service quality in Indonesia taken by the accredited journal Sinta 2 in Indonesia and provide an overview of concepts that are often used by researchers in Indonesia so that they can bring up novelty or development of various service quality research. The sample used is an article on service quality from 2007 to 2020 which discusses service quality. The method in this study, charting the field, is a search technique for classifying articles with established criteria, namely based on research methods, research content (research variables), research sectors used by researchers in Indonesia. The findings obtained were 167 articles contained in 29 accredited journals of Sinta 2 in Indonesia that had met the criteria. Then the articles are classified based on the research method, research content (research variables) and research sector. The conclusion of this research is that the research method used is dominated by quantitative methods. The independent variable used by the researcher is dominated by service quality. The dependent variable is dominated by customer satisfaction. The journal that dominates research on service quality is the Journal of Management Applications. Research on the quality of service in Indonesia is mostly conducted in the private sector

Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan di Kantor Perusahaan Umum Badan Urusan Logistik Kota Sampit Kabupaten Kotawaringin Timur

2016 ◽  
Vol 2 (2) ◽  
pp. 1-5
Author(s):  
Masrukin Masrukin ◽  
Hermanto Hermanto
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Error Rate ◽  
Research Method ◽  
Statistical Test ◽  
Quality Factors ◽  
Public Companies ◽  
Public Company

Customer satisfaction is influenced by service quality factors, this study aims to find out and analyze how much influence the quality of service on customer satisfaction is felt by customers who use the service of Poor Rice (Raskin) at the Office of Public Companies Logistics Agency (Perum BULOG) in Sampit City Regency East Kotawaringin. The research method used in this study is the method of observation, questionnaire/questionnaire and documentation using a Likert scale and the method of determining the sample used is the error rate of 5% as many as 213 samples. Testing the hypothesis used is a statistical test with the formula "Product moment person". The results showed that there was a very strong correlation between Service Quality and Customer Satisfaction of the Office of Public Company of the Logistics Affairs Agency (Perum BULOG) in the District of East Kotawaringin. As much as 0.9968514278 based on the calculation of Pearson Product Moment value.

PENGARUH NILAI PELANGGAN, INOVASI PRODUK DAN KUALITAS LAYANAN TERHADAP LOYALITAS NASABAH BANK MUAMALAT INDONESIA CABANG MADIUN

2018 ◽  
Vol 1 (1) ◽  
Author(s):  
Binti Mutafarida
Keyword(s):  
Quality Of Service ◽  
Customer Loyalty ◽  
Random Sampling ◽  
Product Innovation ◽  
Customer Value ◽  
Research Method ◽  
Sampling Method ◽  
Descriptive Research ◽  
Independent Variable

The development of sharia banking in Indonesia very rapidly grow up preceded by Bank Muamalat Indonesia and in 2013 ranked as the bank with the highest loyalty and the best among other sharia banking nationally. Bank Muamalat Indonesia branch of Madiun is one of the first branch in Madiun and currently has many competitors from other sharia banking. Based on this background, in this study take what factors affect the size of customer loyalty Bank Muamalat Indonesia branch of Madiun. Based on the result of research, it is found that the level of loyalty of customer of Bank Muamalat of Madiun branch is mostly influenced by product innovation with value of t test value obtained by t-count 2,493, while second factor is influenced by service quality with result of tcount 2,268. So the least influenced factor by the value of the customer is with value of 2.217. This research is a descriptive research method and associative / relationship, this matter to know the value of independent variable. While population of this research is funding customer of Bank Muamalat Indonesia branch of Madiun with amount of 22.196 customer by taking data using random sampling method as much as 108 customer. Keyword: Customer Value, Product Innovation AND Quality Of Service

scholarly journals PENGARUH KUALITAS PELAYANAN TERHADAP MINAT BELI PADA MASA PANDEMIK COVID-19 DI KANTIN YUANK KOTA BIMA

2021 ◽  
Vol 3 (2) ◽  
pp. 204
Author(s):  
Winda Winda ◽  
Firmansyah Kusumayadi
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Hypothesis Testing ◽  
Product Quality ◽  
Purchase Intention ◽  
Quantitative Methods ◽  
T Test ◽  
Primary Data ◽  
P Value

Quality of service is one of the main activities carried out by Kantin Yuank in its efforts to develop and earn a profit. Therefore, this study aims to determine the effect of service quality on visitor buying interest during the Covid 19 pandemic at the Yuank Canteen in Bima City. The research method uses quantitative methods with primary data sources. The sample in this study was 96 respondents using non-probability sampling method with accidental sampling technique. The research was conducted by distributing questionnaires. Data analysis in this study includes: validity and reliability tests, simple linear regression, correlation coefficient, determination coefficient (R2) and hypothesis testing through t test. Hypothesis testing using the t test shows that the independent variable quality of service studied is proven to significantly affect the dependent variable consumer purchase interest with a p value of 0.000 less than 0.05 (0.000 <0.05). The Adjusted R Square is 0.251. This means that 25.1% of buying interest is influenced by service quality and the remaining 74.9% is caused by other factors not included in this study such as product quality, price, place and others. The results showed that service quality influenced purchase intention. Thus, by maintaining and improving product quality and service quality at the Yuank Canteen in Bima City, a positive visitor attitude will be formed which will affect the buying interest of visitors at the Yuank Canteen in Bima City.

scholarly journals PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PT. SAMUDRA BINTANG ANGKASA TOUR AND TRAVEL BANJARMASIN

2019 ◽  
Vol 5 (1) ◽  
Author(s):  
Dini Puspita
Keyword(s):  
Quality Of Service ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Significant Influence ◽  
Research Method ◽  
Influential Factor ◽  
Sampling Techniques ◽  
Cross Sectional

Abstract: The purpose of this study is to know and analyze the influence of service quality on customer satisfaction at PT Samudra Bintang Angkasa Tour and Travel. The research method used is the analytical survey research method. The approach chosen in this study is the Cross Sectional approach. The population in this study are customers who use the services of PT Samudra Bintang Angkasa Tour and Travel, from August to November 2018. The sample in this study used accidental sampling techniques totaling 60 customers who used the services of PT Samudra Bintang Angkasa Tour and Travel in December 2018. Data collection techniques used questionnaires, documentation, and observation. The results of the study can be concluded that there is a simultaneous significant influence between service quality consisting of Tangible , Reliability , Responsiveness, Assurance and Empathy on Customer satisfaction PT. Samudra Bintang Angkasa Tour and Travel Banjarmasin. There is a partial significant influence between the quality of service consisting of Tangible, Reliability, Responsiveness , and Empathy on Customer satisfaction PT. Samudra Bintang Angkasa Tour and Travel Banjarmasin. Reliability Factoris the most influential factor (predominantly on Customer satisfaction at PT. Samudra Bintang Angkasa Tour and Travel Banjarmasin. Keywords: Service Quality, Satisfaction, Customers Abstrak: Tujuan dari penelitian ini adalah mengetahui dan menganalisis pengaruh kualitas layanan terhadap kepuasan pelanggan pada PT Samudra Bintang Angkasa Tour and Travel. Metode penelitian yang digunakan adalah metode penelitian survey analitik. Pendekatan yang dipilih dalam penelitian ini adalah pendekatan Cross Sectional. Populasi dalam penelitian ini adalah pelanggan yang menggunakan jasa PT Samudra Bintang Angkasa Tour and Travel, dari bulan Agustus sampai dengan November 2018. Sampel dalam penelitian ini menggunakan teknik accidental sampling berjumlah 60 orang pelanggan yang menggunakan jasa PT Samudra Bintang Angkasa Tour and Travel pada bulan Desember tahun 2018. Teknik pengumpulan data menggunakan kuesioner, dokumentasi, dan observasi. Hasil penelitian dapat disimpulkan bahwa ada pengaruh signifikan secara simultan antara kualitas layanan yang terdiri atas Tangible, Reliability, Responsiveness, Assurance dan Empathy terhadap kepuasan Pelanggan PT. Samudra Bintang Angkasa Tour and Travel Banjarmasin. Ada pengaruh signifikan secara parsial antara kualitas layanan yang terdiri atas Tangible, Reliability, Responsiveness, dan Empathy terhadap kepuasan Pelanggan PT. Samudra Bintang Angkasa Tour and Travel Banjarmasin. Faktor Reliability merupakan faktor yang paling berpengaruh (secara dominan terhadap kepuasan Pelanggan PT. Samudra Bintang Angkasa Tour and Travel Banjarmasin. Kata kunci : Kualitas Pelayanan, Kepuasan, Pelanggan

scholarly journals The Influence of Service Quality on inpatients Satisfaction: Study at Bahagia Hospitals, Makassar City

Jurnal Office ◽  
2021 ◽  
Vol 7 (1) ◽  
pp. 21
Author(s):  
Herlina Sakawati ◽  
Nina Agustina ◽  
Sulmiah Sulmiah
Keyword(s):  
Quality Of Service ◽  
Data Analysis ◽  
Service Quality ◽  
Significant Influence ◽  
Research Method ◽  
Descriptive Analysis ◽  
Sampling Technique ◽  
Survey Method ◽  
Inferential Analysis

This study aims to determine the effect of service quality on inpatient satisfaction at the Bahagia Hospital in Makassar City. The research method used is a quantitative survey method using an explanatory approach. A sample of 100 people who are inpatients at the Bahagia Hospital using accidental sampling technique. The data analysis used is descriptive analysis and inferential analysis. The results showed that the quality of service had a significant influence on the satisfaction of inpatients at the Bahagia Hospital. This shows that service quality has an important role so that service delivery can provide results in accordance with what patients expect

scholarly journals EFFECT OF ACCOUNTABILITY, SERVICE QUALITY, TRUST MUZZAKKI TOWARDS MUZZAKI LOYALTY

2020 ◽  
Vol 7 (2) ◽  
pp. 6-12
Author(s):  
Jumriani Jumriani
Keyword(s):  
Quality Of Service ◽  
Data Analysis ◽  
Linear Regression ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Research Method ◽  
Quantitative Approach ◽  
Unit Of Analysis ◽  
Simultaneous Influence

Influence of accountability, quality of service, belief Muzakki on loyalty Muzzak. This research aims to discuss the influence of accountability, quality of service, trust Muzakki against Muzzaki loyalty to the institution Muzakki Management Institute Infaq (LMI) Surabaya. The research method is using a quantitative approach. The Unit of analysis in research is to use respondents Muzzaki for 100 Muzzaki in the area of Surabaya, with the research instrument using the questionnaire in the area of Surabaya, and the method of data analysis using multiple linear regression. The results showed that the simultaneous influence was positive and significant and partiality that accounting was influential towards Muzzaki loyalty, the quality of service was influential on Muzzaki loyalty, and Muzzaki's belief had an effect on Muzzaki loyalty.

scholarly journals PENGARUH KUALITAS PELAYANAN DAN KECEPATTANGGAPAN TERHADAP MINAT BACA SISWA SD

2019 ◽  
Vol 3 (4) ◽  
pp. 2095-2100
Author(s):  
Yulian Dinihari ◽  
Aster Pujaning Ati
Keyword(s):  
Quality Of Service ◽  
Research Method ◽  
Quantitative Methods ◽  
School Students ◽  
Reading Material ◽  
Speed Of Response ◽  
Student Reading ◽  
Quality Response ◽  
Reading Interest

Abstrak  Minat baca siswa masih sangat minim. Pembelajaran dan teknik yang kurang tepat akan menambah kobosanan siswa untuk membaca dalam menambah wawasan . Guru dikelas cenderung mengajak siswa untuk membaca, tanpa memberikan trik dan cara membaca efektif dan bagaimana siswa menyukai membaca. Hal ini diperburuk dengan pelayanan membaca di berbagai tempat, seperti perpustakaan, taman bacaan,    dll.  Respon yang kurang atas keluhan dan jawaban dari pertanyaan pengunjung perlu di perbaiki dan ditingkatkan pelayananya. Metode penelitian ini menggunakan metode kuantitatif. Sebelum diolah , dengan SPSS 21 , data akan diuji normalitas dan homogenitas. Tujuan penelitan untuk mencari pengaruh pelayanan dan respon tanggap terhadap minat baca di taman bacaan manca Bekasi. Responden sebanyak 33 pengunjung siswa sekolah dasar. Hasil penelitian menunjukkan bahwa kualitas pelayanan berpengaruh terhadap minat baca, kecepatan tanggapan ( responsiveness) tidak berpengaruh terhadap minat baca, dan kualitas pelayanan dan kecepatan tanggapan berpengaruh terhadap minat baca. Pihak pengelola dapat meningkatkan kualitas pelayanan dengan cara menambah bahan bacaan digital dan mengadakan kompetisi membaca antar siswa.Kata kunci : Kualitas Pelayanan, kecepattanggapan, Minat Baca   Abstract Student reading interest is still very minimal. Inappropriate learning and techniques will increase students' readiness to read in adding insight. Teachers in class tend to invite students to read, without giving tricks and how to read effectively and how students like to read. This is exacerbated by reading services in various places, such as libraries, reading parks, etc. Lack of response to complaints and answers to questions visitors need to be improved and improved service. This research method uses quantitative methods. Before processing, with SPSS 21, the data will be tested for normality and homogeneity. The purpose of this research is to look for the effect of services and responsive responses to reading interest in Bekasi overseas reading parks. Respondents were 33 visitors of elementary school students. The results showed that the quality of service affects the interest in reading, the speed of response (responsiveness) does not affect the interest in reading, and the quality of service and the speed of response affect the interest in reading. The management can improve the quality of service by adding digital reading material and holding reading competitions between students.Keywords: Service Quality, Response Responses, Reading Interest

scholarly journals Customer Satisfaction Is Effected By The Quality Of Service: A Case Study Indonesian

2021 ◽  
Vol 12 (3) ◽  
pp. 3560-3567
Author(s):  
Rusdiyanto Et.al
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Quantitative Methods ◽  
Statistical Tests ◽  
Collection Method ◽  
Study Population ◽  
The Right

This study aims to determine and analyze the effect of service quality indicators in measurement using Tangible, Emphaty, Reliability, Responsiveness, and Assurance on Banking Customer Satisfaction in Indonesia.This research uses quantitative methods that are descriptive and tends to analyze using an inductive approach. This type of research uses Explanatary Research, the study population uses banking customers. The data collection method in this study is to spread questions with the right target, the questionnaire in this study has requirements that must be met: The questions are factual, the questions are opinion, the questions are self-perception.The findings in this study explain that service quality affects customer satisfaction, the results of statistical tests with t test can be concluded that service quality has an influence on banking customer satisfaction.

scholarly journals ANALISIS PENGARUH CITRA MEREK DAN KUALITAS LAYANAN TERHADAP KEPUTUSAN PENGGUNA JASA PENGIRIMAN (Study Kasus Pada Pengguna Jasa JNE Express Across Nations Cabang Nganjuk)

2018 ◽  
Vol 1 (1) ◽  
pp. 1
Author(s):  
Altofu Rohman ◽  
Aglis Andhita Hatmawan
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Research Method ◽  
Quantitative Research ◽  
Brand Image ◽  
Research Result ◽  
Sampling Technique ◽  
Significance Level ◽  
Independent Variables

<p>This study aims to determine the effect of brand image and service quality on the decision to use the services of PT JNE in Nganjuk city. The research method used is quantitative research method with descriptive research type. The decision to use services (Y) is a dependent variable, while brand image (X1) and service quality (X2) are independent variables. Sampling technique using Accidental sampling technique is the form of sampling based on coincidence where, anyone who happens to meet with the researcher and considered suitable to be the source of data that will be the sample of this study. From the research result, it can be seen that multiple linear regression equation coefficient value of brand image 2,833 and value of service quality coefficient 5,316 and variable of brand image strategy (X1) have significant influence to decision using JNE (Y) service equal to 56,55% and service quality variable (X2) Significant effect on the decision to use JNE (Y) service equal to 67,77%, meaning that brand image and service quality equally influence to decision using JNE services. In the t test it can be said that if the brand image is increased 1% or one unit, it can improve the decision using JNE services of 53.9%, while if the quality of service increased 1% or one unit, it can increase the decision using services of 47 %. In the F test, the value of F arithmetic is 2.833. Because F arithmetic&gt; F table (2.833&gt; 0.677), it can be concluded that the model used is correct. When viewed from probability, where the probability (0,000) &lt;significance level (0.05), then the equation model Y = a + b1X1 + b2X2 used is acceptable. This shows the effect of independent variables (brand image and service quality) simultaneously significant to delivery decisions, whereby the higher the influence of brand image on the decision to use services and the higher the quality of service, the decision to use services will increase and increase. The brand image is offered in accordance with the quality of services offered so that the decision to use is increasing.</p><p><br /><strong>Keywords:</strong> brand image and service quality, decision using JNE services.</p>

scholarly journals EFEKTIVITAS PELAYANAN DINAS PENANAMAN MODAL DAN PELAYANAN TERPADU SATU PINTU DALAM MENINGKATKAN INVESTASI DI KABUPATEN PANGKEP

2021 ◽  
Vol 4 (1) ◽  
pp. 41-49
Author(s):  
Ince Ahmad Ismail ◽  
Husain Hamka ◽  
Syamsuddin Maldun
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Quantitative Research ◽  
Descriptive Analysis ◽  
Sampling Technique ◽  
Investment Level ◽  
Independent Variable ◽  
Simultaneous Influence

Penelitian ini bertujuan untuk mengetahui dan menganalisis: 1) pengaruh secara parsial variabel independen (kualitas pelayanan) terhadap variabel dependen (tingkat investasi) di Dinas PMPTSP Kabupaten Pangkep. 2) pengaruh secara simultan variabel independen (kualitas pelayanan) terhadap variabel dependen (tingkat investasi) di Dinas PMPTSP Kabupaten Pangkep. Jenis penelitian yang akan digunakan dalam penelitian ini adalah penelitian kuantitatif dengan tipe studi kasus (Case Study). Populasi dalam penelitian ini sebanyak 55 orang, teknik pengambilan sampel dalam penelitian ini menggunakan Sampling Jenuh, sampel sebanyak 55 orang sebagai responden, teknik  pengumpulan data menggunakan kuesioner dan dukumentasi. Teknik analisis data dalam penelitian ini menggunakan analisis deskriptif dan analisis inferensial. Hasil penelitian menunjukan bahwa pengaruh secara parsial dan simultan variabel independen (kualitas pelayanan) terhadap variabel dependen (tingkat investasi) di Dinas PMPTSP Kabupaten Pangkep terdapat kualitas pelayanan Dinas PMPTSP dalam meningkatkan investasi di Kabupaten Pangkep seperti kejelasan tujuan, kejelasan strategi, proses analisis kebijakan, perencanaan, penyusunan program, sarana dan prasarana, sistem pengawasan, dan sistem pengendalian. This study aims to determine and analyze: 1) the partial effect of the independent variable (service quality) on the dependent variable (investment level) in the PMPTSP Office of Pangkep Regency. 2) the simultaneous influence of the independent variable (service quality) on the dependent variable (investment level) in the PMPTSP Office of Pangkep Regency. The type of research that will be used in this research is quantitative research with case study type. The population in this study was 55 people, the sampling technique in this study used saturated sampling, a sample of 55 people as respondents, data collection techniques used questionnaires and documentation. The data analysis technique in this study used descriptive analysis and inferential analysis. The results showed that the partial and simultaneous influence of the independent variable (quality of service) on the dependent variable (level of investment) in the PMPTSP Office of Pangkep Regency there was the quality of service of the PMPTSP Service in increasing investment in Pangkep Regency such as clarity of objectives, clarity of strategy, policy analysis process, planning, program preparation, facilities and infrastructure, supervision system, and control system.

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