scholarly journals Analisis Tingkat Kualitas Pelayanan Perizinan Menggunakan Metode Fuzzy Servqual

KOMTEKINFO ◽  
2021 ◽  
Author(s):  
M. Almepal Wanda ◽  
Gunadi Widi Nurcahyo
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Distribution Data ◽  
Test Results ◽  
Community Satisfaction ◽  
One Stop ◽  
Satisfaction Response ◽  
Investment Service ◽  
Research Show

The low quality of service is a problem that affects people's satisfaction. The Padang City One Stop Integrated Service and Investment Service, and sometimes it is problematic in assessing the quality of its services. The object of the study is to see the Service quality of Community Licensing in the Padang City DPMPTSP. In this research, there are 15 respondent data originating from the licensing and complaints section of the Padang City DPMPTSP. Based on the analysis of the data, a research was conducted on the quality of community satisfaction. The fuzzy servqual method can be used to explain the uncertainty about information about certain parts of the problem at hand, such as community satisfaction, response quality, expectations and service quality. The results of this research show the distribution data and the percentage of business actor satisfaction quality on service performance so that it can be seen that 47.41% of business actors are satisfied with the performance of the service and 52.59% of business actors who assess the Padang City DPMPTSP service as very satisfactory. Conclusion From the test results Fuzzy servqual method has been able to provide knowledge on the quality of service quality. To assist the licensing and complaints department in improving the service quality of the Padang City DPMPTSP.

scholarly journals PENGARUH KUALITAS PELAYANAN DAN KUALITAS PRODUK TERHADAP LOYALITAS KONSUMEN CV. SABANI INDONESIA SURABAYA

2018 ◽  
Vol 2 (1) ◽  
Author(s):  
Endang Setyowati ◽  
Mohammad Septyan
Keyword(s):  
Quality Of Service ◽  
Linear Regression ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Product Quality ◽  
Customer Loyalty ◽  
Consumer Loyalty ◽  
Test Results ◽  
Dominant Influence

ABSTRACTThesis entitled "The impact of service quality and product quality to consumers loalitas CV. Sabani Indonesia Surabaya "aims to determine the effect of service quality and product quality terehadap consumer loyalty simultaneous partial and see what's most dominant influence. In this study, researchers used a questionnaire to determine the perception of respondents was 50, a data analysis technique used in this study were using multiple linear regression with correlation test, F test and t test tools. The test results of this study are obtained calculation results of multiple linear regression is Y = 1,876 + 0, 105 kpl + 0.172 mortgages where all these variables have positive influence and direction of the dependent variable namely customer loyalty CV. Sabani Indonesia Surabaya. The test results simultaneously obtained Fhitung 71.299 71.299 which means Fhitung> Ftabel 3.20, or can be seen from the level of significance of 0.000 <0.05 (α = 5%). While partially obtained Thitung Quality of service (KPL) = 2,865 Thitung Product Quality (KPR) = 4,348, thus Thitung> Ttabel (2.01174). Thus the hypothesis which states that the quality of service and product quality simultaneously or partially significant effect on consumer loyalty CV. Sabani Indonesia Surabaya proven true. Variable quality of products (mortgage) has the most dominant influence on the satisfaction of members of the cooperative as it has the largest regression coefficient is 0.172 compared to 0.105 service quality variables.Keywords: quality of service, product quality, customer loyalty

scholarly journals Quality of Building Information System Services in the Management of Building of Merauke Regency

2021 ◽  
pp. 125
Author(s):  
Nenden Siti Khodijah ◽  
Yohanis E. Teturan
Keyword(s):  
Information System ◽  
Service Quality ◽  
Field Studies ◽  
Building Permits ◽  
Building Information ◽  
One Stop ◽  
The One ◽  
Investment Service ◽  
Integrated Service

An observation was made when a new website was launched through the ministry in order to improve the service quality of the Building Information System in the Management of Building Permits (SIMBG) at the One-Stop Integrated Service and Investment Service of Merauke Regency which consists of five quality dimensions, namely: tangibility, reliability, responsiveness, assurance, and empathy. The purpose of this research is to describe the service quality of the Building Information System (SIMBG) in making Building Permits at One-Stop Integrated Service and Investment Service. The research is a descriptive with a qualitative analysis approach in its method. The data collection techniques are: theoretical studies and field studies consisting of observations and interviews. 10 informants were interviewed in the study. They are five informants of IMB officers at DPMPTSP and five informants from the community who have made IMBs online. There are 3 data analysis techniques used, namely data reduction, data presentation, and drawing conclusions/verification. The conclusion of this study illustrates that the use of the 5 dimensions of Parasuraman has met the standards of SIMBG Service Quality at DPMPTSP Merauke Regency in the management of IMB. However, there are some shortcomings and things that have not been met, such as the length of time the applicant data upload process takes, the appropriate length of time for issuance, and coordination with each sub district in Merauke Regency regarding more intensive socialization of online licensing at the Merauke Regency DPMPTSP. Apart from that, it has shown that in general the quality of service is quite optimal in providing public services regarding existing permits in Merauke Regency.

scholarly journals Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Transportasi Online GrabBike Pada Mahasiswa Fakultas Ilmu Sosial Dan Politik Universitas Sam Ratulangi

2019 ◽  
Vol 9 (1) ◽  
pp. 19
Author(s):  
Reinhard K. Soromi ◽  
Frendy A. O. Pelleng ◽  
Johnny A. F. Kalangi
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Regression Coefficient ◽  
Hypothesis Test ◽  
Quality Data ◽  
Coefficient Of Determination ◽  
Test Results ◽  
Political Sciences

The purpose of this study was to determine the effect of service quality on customer satisfaction using GrabBike online transportation services to students of the Sam Ratulangi University Faculty of Social and Political Sciences. This type of research is quantitative descriptive. The relationship between quality of service and costumer satisfactions assists the costumer in revising its perception of service quality. Data Validity Test Results obtained all statement items declared valid. Data reliability test results of data obtained are stated that the data is reliable. The results of simple linear regression cost value more then the regression coefficient so that the regression coefficient is positive. The results of hypothesis test based on the significance value of the Coefficients table obtained significance, so that it can be concluded that the service quality variable affects the variable customer satisfaction. The test results of the coefficient of determination Adjusted R Square value which states the variable customer satisfaction is influenced by service quality variables, while the remaining is influenced by other variables that are not in this study. hence the correlation coefficient, which is included in the strong category so that there is a strong relationship between the quality of service to customer satisfaction and online GrabBike transportation to students of the Faculty of Social and Political Sciences, Sam Ratulangi University.

scholarly journals PENGARUH KUALITAS PELAYANAN PROGRAM PANGAN BERSUBSIDI TERHADAP KEPUASAN MASYARAKAT DI KELURAHAN PONDOK LABU JAKARTA SELATAN

2020 ◽  
Vol 8 (1) ◽  
pp. 82-91
Author(s):  
Puteri Nur Farieda
Keyword(s):  
Quality Of Service ◽  
Statistical Analysis ◽  
Service Quality ◽  
Poverty Line ◽  
Nutritional Intake ◽  
Community Satisfaction ◽  
Good Service ◽  
The Government ◽  
Total Sales

Abstract. The service of Subsidized Food Program is a program that has been set by the Government in 2017. The program aims to aid reducing the poverty and can also support increasing the nutritional intake for DKI Jakarta residents who are under the Poverty Line. Communities certainly want a service that is in line with their expectations in order to achieve their own satisfaction within the program and vice versa. This research is located in the Pondok Labu Subdistrict area of South Jakarta, in RPTRA Pinang Pola and RPTRA Pola Idaman because the region, specifically in South Jakarta, has total sales of Subsidized Food as many as 4238 food. The purpose of this study is to find out how much the quality of service affects community satisfaction. This study uses a quantitative approach with a sample of 100 respondents. For the technique of processing the data and statistical analysis uses IBM SPSS Statistics 22 software. The results of this study can be obtained based on the significance value of 0,000 where the number is smaller than the value of 0.05, which means that the service quality variable has a significant influence on the community satisfaction variable. As for based on the value of R Square (R2) of 59.6%, which means that the service quality variable affects the community satisfaction variable while the remaining value of 40.4% is influenced or explained by other variables outside the research variable. This research is expected to be used as input for all parties to prioritize the quality of good service to produce good community satisfaction. Abstraks. Layanan Program Makanan Bersubsidi adalah program yang ditetapkan oleh Pemerintah pada tahun 2017. Program ini bertujuan untuk membantu mengurangi kemiskinan dan juga dapat mendukung peningkatan asupan gizi bagi penduduk DKI Jakarta yang berada di bawah Garis Kemiskinan. Masyarakat tentu menginginkan layanan yang sesuai dengan harapan mereka untuk mencapai kepuasan mereka sendiri dalam program dan sebaliknya. Penelitian ini berlokasi di wilayah Kecamatan Pondok Labu Jakarta Selatan, di RPTRA Pinang Pola dan RPTRA Pola Idaman karena wilayah tersebut, khususnya di Jakarta Selatan, memiliki total penjualan Makanan Bersubsidi sebanyak 4238 makanan. Tujuan dari penelitian ini adalah untuk mengetahui seberapa besar kualitas layanan mempengaruhi kepuasan masyarakat. Penelitian ini menggunakan pendekatan kuantitatif dengan sampel 100 responden. Untuk teknik pengolahan data dan analisis statistik menggunakan perangkat lunak IBM SPSS Statistics 22. Hasil penelitian ini dapat diperoleh berdasarkan nilai signifikansi 0,000 dimana angkanya lebih kecil dari nilai 0,05, yang berarti bahwa variabel kualitas layanan memiliki pengaruh yang signifikan terhadap variabel kepuasan masyarakat. Adapun berdasarkan nilai R Square (R2) sebesar 59,6%, yang berarti bahwa variabel kualitas layanan mempengaruhi variabel kepuasan masyarakat sedangkan nilai sisanya sebesar 40,4% dipengaruhi atau dijelaskan oleh variabel lain di luar variabel penelitian. Penelitian ini diharapkan dapat digunakan sebagai masukan bagi semua pihak untuk memprioritaskan kualitas pelayanan yang baik untuk menghasilkan kepuasan masyarakat yang baik.    

scholarly journals Public Intention on Bandung Tour on Bus

2020 ◽  
Vol 2 (1) ◽  
pp. 13-16
Author(s):  
Tezza Anwar ◽  
Yessy Puspita
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Negative Impact ◽  
Statistical Testing ◽  
Community Satisfaction ◽  
Verification Method ◽  
Community Interest ◽  
The Government ◽  
The City

Bandung is known as the capital of West Java. Bandung also develops as a culinary city. As a form of the Government's responsibility to facilitate tourists who come to Bandung, the Government has officially announced the "Bandros" Tourism Bus (Bandung Tour on Bus). But practically, there are many problems faced by stakeholders. Standardization of prices among passengers, limits on the number of buses that cannot serve passengers, unclear routes including departures and arrivals, unhealthy management for safety factors and an increase in the number of passengers that have a negative impact due to the quality of service. The purpose of this study is to describe service quality, community satisfaction and community interest in reusing Bandros, and also to obtain the results of an analysis of the extent to which service quality affects community satisfaction and its impact on community interest in reusing Bus Bandros. In this study, researchers used the descriptive-verification method. This method is used to verify the quality of service perception, community satisfaction and community intentions to reuse Bus Bandros by involving 500 respondents who wish to use Bus Bandros. The distribution and selection of respondents was carried out using convenience sampling. Path analysis is also used in this study. Based on the results of the statistical testing process found significant perceptions between service quality variables and brand image with public interest in the city of Bandung to use Bus Bandros. For recommendations in this study, clarity of information can increase the public's intention to use Bus Bandros, because the information submitted will provide clarity in order to increase public intention to ride Bus Bandros.

scholarly journals PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN MASYARAKAT DI KUA KECAMATAN RUNGKUT KOTA SURABAYA

2017 ◽  
Vol 3 (2) ◽  
Author(s):  
Lingga Heri Anggraini
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Interval Analysis ◽  
Research Result ◽  
State Institution ◽  
Community Satisfaction ◽  
Correlation Test ◽  
Independent Variable ◽  
Test Result

The influence the quality of service to the community satisfaction in KUA sub-district Rungkut, Surabaya City. Office of Religious Affairs (KUA), is an official state institution assigned to carry out some duties of the Indonesian religious ministry office in districts and cities for Islamic religious affairs within the district area. KUA facilities should ideally be of a reasonable quality in accordance with the duties and functions of KUA. It is very influential on KUA services to the community so that the visible satisfaction for the community at large. This study aims to determine and analyze the effect of service quality on community satisfaction in KUA Rungkut Subdistrict, Surabaya City. KUA facilities should ideally be of a reasonable quality in accordance with the duties and functions of KUA. It is very influential on KUA services to the community at large. This study aims to determine and analyze the effect of service quality on community satisfaction in KUA subdistrict Rungkut Surabaya City. Research method using questionnaire. Analysis techniques using interval analysis and correlation test. There are 100 respondens studied in this study by answering questions based in questionnaires given to assess public opinion about KUA services and their effect on community satisfaction. Independent variable is service quality and dependent variable is community satisfaction. The research result based on quantitative data processing through interval analysis and correlation test, the result of interval analysis shows the satisfaction of the community regarding the quality of service in KUA subdistrict Rungkut Surabaya good and satisfactory. The correlation test result of 0,868 and 0,932 indicates that the correlation of KUA service quality relationship and community satisfaction is very strong. This shows that the KUA subdistrict office members always try to provide the best service, systematic and professional for the community and try to give satisfaction to the community. Keywords: Service Quality, Communty Satisfaction, Office of Religious Affairs (KUA) Subdistrict Rungkut

scholarly journals PENGARUH KEMAMPUAN KERJA PEGAWAI DAN KUALITAS PELAYANAN PUBLIK TERHADAP KEPUASAN MASYARAKAT DALAM MENERIMA PELAYANAN PUBLIK DI KECAMATAN KARAWACI KOTA TANGERANG

2020 ◽  
Vol 2 (1) ◽  
pp. 41-49
Author(s):  
Elga Nor Wicaksono ◽  
Nursusanto . ◽  
Jarnawi Afgani Dahlan
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Public Service ◽  
Community Satisfaction ◽  
Literature Study ◽  
The Public ◽  
Correlation Analysis Method ◽  
Total Community ◽  
Static Correlation

This study aims to determine and explain the effect of employee work ability and quality of service to public satisfaction in receiving public service at Karawaci District Tangerang City. For his research is the capability of the variable (X1), quality of service (X2) and community satisfaction (Y). The research method used is a quantitative method with an associative type that explains the relationship between independent variables with the dependent variable. The survey was conducted on 100 communities receiving services in Kecamatan Karawaci Tangerang City from the total community as many as 132,617 people over the age of 18 years and literature study as a supporter of empirical study. Hypothesis testing is done through data processing using SPSS for Windows program package version 20.00 year 2013 with static correlation analysis method, determination coefficient and linear regression. The validity of the instrument is done through validity, realibility, normality and linearity of data. Based on the analysis result, it can be concluded that the ability of employee's ability to influence the satisfaction of the community in Kecamatan Karawaci amounted to 32.95%. The ability of service quality in influencing community satisfaction in Kecamatan Karawaci amounted to 44.22%. The ability of employee job satisfaction and service quality in influencing the community satisfaction in Kecamatan Karawaci amounted to 52.00%. Suggestion from this research is Head of Karawaci must pay more attention to the dimensions in research variables so that public satisfaction in receiving public service in Kecamatan Karawaci can be improved. In addition, the evaluation of community satisfaction with the acceptance of the public service should be performed regularly with the parameters that are tailored to the Regulation of the Minister of Administrative Reform and Bureaucratic Reform No. 16 Year 2014 on Guidelines for Public Satisfaction Survey Of Public Service Operator.

scholarly journals PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN MASYARAKAT PADA PEMBUATAN KARTU PESERTA JAMINAN KESEHATAN NASIONAL (JKN) DI KANTOR BPJS KESEHATAN KOTA BOGOR

2018 ◽  
Vol 3 (2) ◽  
pp. 117
Author(s):  
Agus Mantri ◽  
Abubakar Iskandar ◽  
Irma Purnamasari
Keyword(s):  
Quality Of Service ◽  
Health Insurance ◽  
Service Quality ◽  
Statistical Hypothesis ◽  
Spearman Correlation ◽  
Community Satisfaction ◽  
Five Dimensions ◽  
Spearman Correlation Test ◽  
Quality Theory

The increasing number of enthusiasts accessing the BPJS card does not seem to be accompanied with the service of obtaining JKN card (National Health Insurance). Reality people start waiting in front of the office around 6 am just to get early queue. Not to mention the readiness of very minimal service, limited staff and counter and various facilities that do not support the comfort during the wait. Even every day is limited to 90 people. This shows that the quality of service on the manufacture of JKN card in BPJS office has not function properly. The purpose of this study is to know the influence between the quality of service to public satisfaction in the manufacture of JKN card in the office of BPJS Bogor City. The theory used in this research is using the service quality theory of Zeithaml, Parasuraman, & Berry in Ratminto and Atik Septi Winarsih and also the theory of public satisfaction by Boediono which states that to measure a quality of service and a community satisfaction can be measured through five dimensions namely: Tangibles, Empathy, Reliability, Responsiveness, and Assurance (TERRA). The method used is associative with Rank Spearman correlation test. From the correlation coefficient results there are two indicators of the level of influence is very strong that is serving properly and have knowledge while the level of influence on indicators to complete the needs is very low. The results of the contribution of service quality variable to the variable of community satisfaction by 54% are influenced or determined by BPJS service quality variable by 46%. So it can be concluded that Based on the results of associative statistical hypothesis that H0: p = 0 (no relationship) means there is no effect of service quality on community satisfaction.Keywords: Quality of service BPJS, JKN-BPJS program, and community satisfactioncard maker JKN-BPJS.

scholarly journals THE IMPACT OF EMPLOYEE MOTIVATION ON SERVICE QUALITY AND COMMUNITY SATISFACTION WITHIN PUBLIC SERVICE QUALITY IN THE DISTRICT OF SOUTH TANGERANG

2014 ◽  
Vol 13 (2) ◽  
Author(s):  
Wiwin Siswantini ◽  
Tamjuddin . ◽  
Devi Ayuni ◽  
Andy Mulyana
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Work Motivation ◽  
Civil Servants ◽  
Leadership Role ◽  
Population Census ◽  
Community Satisfaction ◽  
Autonomous Region ◽  
The Impact

South Tangerang is a new autonomous region in Banten Province that is established by Act No. 51 of 2008. The new autonomous region in Banten as expansion of Tangerang Regency has 7 districts. Based on Population Census in 2014 has 1.405.170 inhabitants. Population of male is 708.767 inhabitants and population of female is 696.403 inhabitants. Information found directly and through various media frequently reveals weaknesses of government services which reflect community dissatisfaction with the service personnel. The level of community satisfaction with the services of the community sector is still quite low, it is evidenced from several empirical studies on the quality of service in local government bureaucracy. Based on the initial observation, work motivation of goverment officials is played a role in realizing the quality of public services in the district of South Tangerang. Hence the author is interested in further researching and analyzing the impact of work motivation and service quality of apparatus to satisfaction community in the district level of South Tangerang. This study use nonprobability sampling as the sampling method. For the purposes of quantitative analysis, the determination of the score for each item questionnaire is used a Likert Scale. The processing data in this study is using SEM with support of software LISREL 8.7. The result of study shows that the motivation of civil servants apparatus district in South Tangerang is affecting the quality of service however is not affecting community satisfaction. This is due to the unfavorable work environment and leadership role in the completion of the assignment. Meanwhile the quality of service of civil servants apparatus affects people's satisfaction in districts in South Tangerang.

scholarly journals Pengaruh Kualitas Layanan Terhadap Kepuasan dan Loyalitas Nasabah Pada PT Bank Negara Indonesia (Persero) Tbk Unit Siwa Kabupaten Wajo

Tata Kelola ◽  
2020 ◽  
Vol 7 (2) ◽  
pp. 163-178
Author(s):  
Muh. Syaiful Islam ◽  
Nasir Hamzah ◽  
Amir Mahmud
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Customer Loyalty ◽  
Descriptive Analysis ◽  
Reliability Test ◽  
Test Results ◽  
Physical Evidence

Tujuan penelitian ini adalah untuk menganalisis pengaruh kualitas layanan melalui (Tangible, Reliability, Responsiveness, assurance, Emphaty) terhadap kepuasan nasabah. Untuk menganalisis pengaruh layanan melalui Tangible, Reliability, Responsiveness, assurance, Emphaty) terhadap loyalitas nasabah. Untuk menganalisis pengaruh kepuasan nasabah terhadap loyalitas. Untuk menganalisis kualitas layanan (Tangible, Reliability, Responsiveness, assurance, Emphaty) melalui kepuasan nasabah pada PT Bank Negara Indonesia (Persero), Tbk Unit Siwa Kabupaten Wajo. Untuk mengimplemasikan tujuan tersebut maka digunakan analisis deskriptif, uji validitas dan uji reliabilitas, uji asumsi klasik, analisis jalur. Hasil penelitian menemukan bahwa kualitas layanan melalui bukti fisik, kehandalan, daya tanggap, jaminan dan empati berpengaruh postif dan signifikan terhadap kepuasan nasabah. Kualitas layanan melalui bukti fisik, kehandalan, daya tanggap, jaminan dan empati berpengaruh positif dan signifikan terhadap loyalitas nasabah. Hasil uji mediasi yang menunjukkan bahwa kepuasan nasabah tidak dapat memediasi pengaruh kualitas pelayanan melalui bukti fisik, kehandalan, daya tanggap, jaminan dan empati terhadap loyalitas nasabah pada PT Bank Negara Indonesia (Persero), Tbk Unit Siwa Kabupaten Wajo. The purpose of this study is to analyze the effect of service quality through (Tangible, Reliability, Responsiveness, Assurance, Emphaty) on customer satisfaction. To analyze the influence of services through Tangible, Reliability, Responsiveness, assurance, Emphaty) on customer loyalty. To analyze the effect of customer satisfaction on loyalty. To analyze service quality (Tangible, Reliability, Responsiveness, assurance, Emphaty) through customer satisfaction at PT Bank Negara Indonesia (Persero), Tbk. Siwa Unit in Wajo Regency. To implement these objectives, descriptive analysis, validity test and reliability test, classic assumption test, path analysis are used. The results of the study found that service quality through physical evidence, reliability, responsiveness, assurance and empathy had a positive and significant effect on customer satisfaction. Quality of service through tangible, reliability, responsiveness, assurance and empathy has a positive and significant effect on customer loyalty. The mediation test results show that customer satisfaction cannot mediate the effect of service quality through tangible, reliability, responsiveness, assurance and empathy for customer loyalty at PT Bank Negara Indonesia (Persero), Tbk. Siwa Unit in Wajo Regency.

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