scholarly journals Peningkatan Kepuasan Mahasiswa Melalui Kualitas Jasa Pendidikan: Studi Pada Mahasiswa di STIE Indonesia Banking School

2019 ◽  
Vol 6 (2) ◽  
pp. 115
Author(s):  
Wasi Bagasworo ◽  
Santi Rimadias
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Service Performance ◽  
Three Dimensions ◽  
Three Dimension ◽  
Quality Of Results ◽  
Interaction Quality ◽  
One Year

This research discusses the service quality through service performance affect customer satisfaction at STIE Indonesia Banking School (IBS). In this study, the variable of the service performance is measured through three dimensions: interaction quality, environmentalquality and quality of results. Each of these dimensions will be partially tested on how it affects customer satisfaction. In addition, this study also wanted to know which the most influential dimension to customer satisfaction. The research sample was 214 students who studied at least one year in STIE Indonesia Banking School. The observations will be analyzed using the Statistical Product and Service Solutions (SPSS). The results from the study showed that the three dimension of service performance have a strong significant effect on customer satisfaction

scholarly journals PENGARUH KUALITAS PELAYANAN PADA KEPUASAN PELANGGAN MABAR & GAME COFFEE

J-IKA ◽  
2021 ◽  
Vol 8 (2) ◽  
pp. 152-160
Author(s):  
Rosiana Andhikasari
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Quantitative Research ◽  
Organizational Management ◽  
T Test ◽  
F Test ◽  
Relationship Patterns ◽  
Physical Identity ◽  
Quality Of Results

ABSTRAKBisnis kuliner berupa café yang menjamur saat ini membuat para pemilik usaha berfikir keras untuk membuat café miliknya berbeda dengan yang lain sehingga dapat menarik minat pelanggan untuk datang, salah satunya pada Mabar & Game Coffee. Peneliti ingin melihat apakah ada pengaruh antara kualitas pelayanan pada kepuasan pelanggan di Mabar & Game Coffee. Penelitian ini memakai metode penelitian kuantitatif deskriptif dengan variabel X terdiri dari, variabel  X1 adalah identitas fisik, variabel X3 adalah manajemen organisasi, variabel X2 adalah identitas non fisik, variabel X5 adalah aktivitas dan pola hubungan, variabel X4 adalah kualitas hasil, dan variabel Y adalah kepuasan pelanggan. Teknik analisis data yang digunakan yaitu regresi linier berganda, penghitungan hipotesis menggunakan uji F dan uji t dimana uji F adalah untuk mengetahui pengaruh simultan antara variable X ke Y, sedangkan uji t untuk mengetahui pengaruh secara parsial dari variable X ke Y. dari hasil penghitungan menggunakan SPSS, didapatkan hasil bahwa variable X yang terdiri dari identitas fisik, aktivitas dan pola hubungan, kualitas hasil, manajemen organisasi, identitas non fisik memiliki pengaruh secara simultan terhadap variabel Y yaitu kepuasan pelanggan. Sedangkan dari penghitungan menggunakan uji T ditemukan bahwa identitas non fisik merupakan variabel yang paling dominan, sehingga menurut pelanggan, identitas non fisik yang dimiliki oleh Mabar & Game Coffee sangat mempengaruhi kepuasan mereka.Kata kunci: kualitas pelayanan, kepuasan pelanggan, cafe ABSTRACTThe culinary business in the form of a cafe that is mushrooming at this time makes business owners think hard to make their café different from the others so that it can attract customers to come, one of which is Mabar & Game Coffee. Researchers want to see if there is an influence between service quality on customer satisfaction at Mabar & Game Coffee. This research uses descriptive quantitative research method with variable X consisting of, variable X1 is physical identity, variable X3 is organizational management, variable X2 is non-physical identity, variable X5 is activity and relationship patterns, variable X4 is quality of results, and variable Y is customer satisfaction. The data analysis technique used is multiple linear regression, calculating the hypothesis using the F test and t test where the F test is to determine the simultaneous effect between the X to Y variables, while the t test is to determine the partial effect of the X to Y variables. SPSS, it was found that variable X which consists of physical identity, non-physical identity, organizational management, quality of results, activities and relationship patterns have a simultaneous influence on variable Y, namely customer satisfaction. Meanwhile, from the calculation using the T test, it was found that non-physical identity is the most dominant variable, so that according to customers, Mabar & Game Coffee's non-physical identity greatly affects their satisfaction.Keywords: service quality, customer satisfaction, cafe

scholarly journals Determinants Of Customer-Perceived Service Quality In Senior-Care Industry And Their Relationship To Customer Satisfaction And Behavioral Intentions: Research Findings From Taiwan

2011 ◽  
Vol 7 (12) ◽  
Author(s):  
Hsing-Yun Chang ◽  
Cho-Pu Lin ◽  
Meng-Yun Tsou ◽  
Chien-Ting Chen
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Rural Areas ◽  
Food Service ◽  
Three Dimensions ◽  
Perceived Service Quality ◽  
Competitive Edge ◽  
Research Findings ◽  
The Relationship

The senior-care market has been on the rise in Taiwan, especially in rural areas. Soaring competition among senior-care operators has led to escalating consumer demands on performances, driving the industry to become more customer-oriented. The authors examined the relationship between service quality of senior care and customer satisfaction in rural Taiwan based on Parasuraman, Zeithmal and Berrys SERVQUAL ten dimensions (i.e., access, communication, competence, courtesy, credibility, reliability, responsiveness, security, tangibles and understanding the customer) and Lees food service. Multiple regression was conducted to test the relationships. The statistical results showed that access, courtesy and food service are significantly and positively related to customer satisfaction. This finding, among others, suggests that senior-care operators in rural Taiwan might have overlooked the above mentioned three dimensions as factors leading to customer satisfaction and, ultimately, to a sustainable competitive edge.

Understanding patients’ behavioral intentions

2014 ◽  
Vol 28 (6) ◽  
pp. 795-810 ◽  
Author(s):  
Ehsan Zarei ◽  
Mohammad Arab ◽  
Seyed Mahmoud Ghazi Tabatabaei ◽  
Arash Rashidian ◽  
Abbas Rahimi forushani ◽  
...  
Keyword(s):  
Service Quality ◽  
Behavioral Intentions ◽  
Perceived Value ◽  
Three Dimensions ◽  
Equation Modeling ◽  
Private Hospitals ◽  
Content Type ◽  
Interaction Quality ◽  
Environment Quality

Purpose – In the ever-increasing competitive market of private hospital industry, creating a strong relationship with the customers that shapes patients’ loyalty has been considered a key factor in obtaining market share. The purpose of this paper is to test a model of customer loyalty among patients of private hospitals in Iran. Design/methodology/approach – This cross-sectional study was carried out in Tehran, the capital of the Islamic Republic of Iran in 2010. The study samples composed of 969 patients who were consecutively selected from eight private hospitals. The survey instrument was designed based on a review of the related literature and included 36 items. Data analysis was performed using structural equation modeling. Findings – For the service quality construct, three dimensions extracted: Process, interaction, and environment. Both process and interaction quality had significant effects on perceived value. Perceived value along with the process and interaction quality were the most important antecedents of patient overall satisfaction. The direct effect of the process and interaction quality on behavioral intentions was insignificant. Perceived value and patient overall satisfaction were the direct antecedents of patient behavioral intentions and the mediators between service quality and behavioral intentions. Environment quality of service delivery had no significant effect on perceived value, overall satisfaction, and behavioral intentions. Originality/value – Contrary to previous similar studies, the role of service quality was investigated not in a general sense, but in the form of three types of qualities including quality of environment, quality of process, and quality of interaction.

Analysis of The Relationship Between Customer Satisfaction and Service Quality of a Pet Shop in Depok, East Java

2020 ◽  
Vol 22 (2) ◽  
pp. 220-237
Author(s):  
Eunike Riahta Tarigan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Quantitative Research ◽  
Research Data ◽  
Service Performance ◽  
Five Dimensions ◽  
Customer Expectations ◽  
Customer Expectation ◽  
The Relationship

Abstract: In this research, the analysis gaps of customer expectation towardservice quality of a pet shop business in Depok, East Java, Indonesia by usingParasuraman’s SERVQUAL scale was investigated. The results indicatedthat all five dimensions of SERVQUAL had gaps in expectations andperformance while Reliability, Responsiveness, Assurance and Empathysignificantly gave positive gap scores (P>E). It can lead to satisfaction tocustomers, while Tangible gave a negative gap score (P<E) that affected adissatisfaction; and the customer expectations and the service performancesof the pet shop were exceeding customer expectations (P>E). Overallaverage SERVQUAL gap score was indicating satisfaction to customers. Asa quantitative research, data were collected from 50 respondents of the petshop’s customers using a questionnaire and was analyzed using SPSS. Thisresearch becomes a good input from its customers which opened anopportunity for the pet shop management to improve its businessperformance in the future.Keywords: service quality, customer expectation, service performance, petshop.

scholarly journals ANALISIS KUALITAS LAYANAN WEBSITE SIKMB MENGGUNAKAN METODE WEBQUAL 4.0 (STUDI PADA BADAN PENGUSAHAAN (BP) BATAM)

2019 ◽  
Vol 6 (1) ◽  
pp. 1
Author(s):  
Tukino Tukino
Keyword(s):  
Service Quality ◽  
Information Quality ◽  
Likert Scale ◽  
Three Dimensions ◽  
Reliability Test ◽  
End User ◽  
Research Instrument ◽  
Interaction Quality ◽  
Quality Function Development

<p><em>WebQual</em><em> method is one method or technique of measuring the quality of a website based on the perception of the end user. This method is the development of methods Servqual compiled by Parasuraman, which are widely used earlier in the measurement of service quality. The research instrument at the WebQual developed with Quality Function Development (QFD). WebQual has been developed since 1998 and has undergone several iterations in the preparation of the dimensions and grains question. WebQual 4.0 is compiled based on the research in three dimensions, namely usability, information quality and interaction quality. In the process of analysis used tranches sample of respondents to 151 respondents consisting of website users SIKMB on Concession Agency (BP) Batam. The next stage is the analysis of data consisting of validity, reliability test and assessment with Likert scale. In the test the validity of using formula while the person correlation reliability test using Cronbach's alpha formula. In the assessment using a Likert scale.</em></p><p><em><strong>Keywords</strong></em><em>: </em><em>webqual, validity, reliability, likert scale</em></p><p><em>Pertumbuhan TIK yang demikian pesat menjadikan website sebagai bagian yang tidak terpisahkan dari sebuah instansi dalam hal layanan bagi pengguna. Layanan suatu website perlu diukur untuk mengetahui tingkat kepuasan pengguna dan memperoleh umpan balik. Dalam penelitian ini, kualitas website SIKMB pada BP Batam diukur dengan menggunakan metode WebQual 4.0. WebQual merupakan instrumen yang menilai kualitas suatu website menurut perspektif pengguna akhir. Penelitian ini melakukan analisis website SIKMB pada BP Batam dengan menggunakan metode Deskriptif dengan jumlah reponden sebanyak 151 dengan margin error sebesar 5% dengan tingkat kepercayaan 95%. Dari hasil penelitian dapat disimpulkan bahwa: (1). Aspek Kemudahan Penggunaan pada website SIKMB di BP Batam sudah baik; (2). Aspek Kualitas Informasi pada website SIKMB di BP Batam sudah baik; (3). Aspek Kualitas Interaksi pada website SIKMB di BP Batam sudah baik; (4). Namun keseluruhan nilai kualitas website SIKMB terhadap dimensi Kemudahan Pengguna, Kualitas Informasi, dan Kualitas Interaksi pada website SIKMB di BP Batam berada dalam kualitas yang baik.</em></p><p><em><strong>Kata kunci</strong></em><em>: </em><em>WebQual, Kemudahan Penggunaan, Kualitas Informasi, Kualitas Interaksi.</em></p><p><em><br /></em></p>

scholarly journals Analisis Kinerja Layanan Perguruan Tinggi Menggunakan Customer Satisfaction Index (CSI) dan Importance Performance Analysis (IPA)

2019 ◽  
Vol 2 (1) ◽  
pp. 31-42
Author(s):  
Saiful Ghozi ◽  
Aditya Rakhman Rakim ◽  
Mahfud Mahfud
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Service Performance ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Perceived Performance ◽  
Managerial Attention ◽  
Valid Data

Penelitian ini mengukur kinerja kualitas pelayanan yang diberikan Politeknik Negeri Balikpapan melalui persepi kinerja yang dinilai mahasiswanya. Kuisioner berbasis HEdPERF dikembangkan dalam pengambilan data. Dari 369 kuisioner yang diisi responden, hanya 235  yang dinyatakan valid dan dianalisis. Analisis data dilakukan melalui dua analisis, yaitu (1) penghitungan Customer Satisfaction Index (CSI);  dan (2) Importance Performance Analysis (IPA). Nilai CSI yang diperoleh adalah 75, 42% yang masuk kategori puas. Sedangkan pada analisis IPA didapat bahwa 10 indikator berada diposisi kuadran I. Daerah dimana kelemahan terbesar dari kualitas pelayanan, dan membutuhkan perhatian manajerial yang mendesak untuk meningkatkan kinerja kualitas pelayanan.This study measures the performance of service quality provided by Balikpapan State Polytechnic through the perceived performance of students. The HEdPERF-based questionnaire was developed in the collection of data. Only 235 out of 369 completed questionnaires are valid. Data analysis was carried out through two analysis i.e., (1) measurement of Customer Satisfaction Index (CSI), and (2) Importance Performance Analysis (IPA). The CSI value obtained was 75.42% in the satisfied category. Whereas the result of IPA analysis showed that ten indicators were positioned in quadrant I. The indicators were the greatest weakness of service quality, and requiring urgent managerial attention to improve the quality of service performance.

scholarly journals Exploring Service Quality in Islamic Banking Industry of Afghanistan: An Analysis of Customer Satisfaction

2020 ◽  
Vol 2 (2) ◽  
pp. 73-97
Author(s):  
Abdullah Zubair ◽  
Hamid Hasan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Banking Industry ◽  
Three Dimensions ◽  
Islamic Banking ◽  
Four Dimensions ◽  
Study Results ◽  
Innovative Products ◽  
Corporate Social

Service quality is an essential organizational factor that has a positive relationship with customer satisfaction. Thus, in this paper, we measure the service quality of the Islamic banking industry of Afghanistan and customer satisfaction through the modified CARTER model. We collected data in Kabul province from customers of the following banks: Afghanistan International Bank (AIB), Afghan United Bank (AUB), Bank-e-Millie Afghan (BMA), Ghazanfar Bank (GB), and Islamic Bank of Afghanistan (IBA). In nutshell, our study results reveal that in the Islamic banking industry of Afghanistan out of seven dimensions of service quality only four dimensions are significant namely; compliance (COM), reliability, empathy (EMP), responsiveness (RES) while the other three dimensions namely; assurance (ASR), tangibles (TAN), and corporate social responsibility (CSR) are insignificant for the customers of Islamic banking in Afghanistan. Thus, our study suggests that the Islamic banking industry in Afghanistan needs improvement in innovative products and services with their pricing and designing policies. Similarly, the Islamic banking industry of Afghanistan needs to determine a fair profit ratio for bank management, making easy required conditions and terms in the agreement with customers, and taking a fair commission on services. This research will help the Islamic banking industry of Afghanistan to adjust and design truly their operational and managerial policies.

Customer’s satisfaction on service quality at Vietnam Technological and Commercial Joint Stock Bank – An Giang Branch

2020 ◽  
Vol 4 (3) ◽  
pp. First
Author(s):  
Tran Minh Hieu ◽  
Nguyen Duong Ngoc Mai Chi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Test Method ◽  
Quality Of Services ◽  
Factors Affecting ◽  
Factors Influencing ◽  
Alpha Reliability ◽  
Survey Results ◽  
Development Orientation

This study applied SERVQUAL scale of Parasuraman et al to measure factors affecting customer satisfaction on service quality at Vietnam Technological and Commercial Joint Stock Bank - An Giang Branch (Techcombank An Giang). The study was conducted to survey 207 customers who have been using the service at Techcombank An Giang. The survey results were analyzed by the Cronbach's Alpha reliability test method, then used Exploratory factor analysis (EFA) to verify and evaluate the scale of service quality. The results of the regression analysis show that customer's satisfaction about service quality at Techcombank An Giang includes four factors: The factor with the highest level is the Empathy with Beta = 0.253, the second of factor is the Responsibility with Beta = 0.248, ranked third in the influence level is the Tangible with Beta = 0.235, and the lowest impact level is the Reliability with Beta = 0.144. The research also uses statistical methods to describe and test the differences of demographic factors with customer's satisfactionon service quality.The analysis results show that there is no difference between customer's satisfaction on service quality and factors such as gender, age, income, number of transaction banks, regular transaction banks, and time to use the service at Techcombank An Giang. Through the research results, the author would like to propose some ideas to improve the quality of services, thereby attracting new customers and importantly, keeping traditional customers because the development orientation of Techcombank is to take care of old customers to cross sell other products of the bank. The Stud results offer a basis for the branch to identify the factors influencing customer satisfaction on their service quality, thereby having an appropriate strategy to improve customer satisfaction.

Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Tabungan Britama Pada Bank BRI Cabang Fatmawati

Liquidity ◽  
2018 ◽  
Vol 1 (1) ◽  
pp. 72-80
Author(s):  
Viva Faronika ◽  
Asriyal Asriyal
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Acceptable Level ◽  
Level Of Service ◽  
Level Of Satisfaction ◽  
Service Policies ◽  
Improve Service Quality ◽  
Relationship Of

If the customer is greater than acceptable level of service, the cutomer is not satisfied. Conversely, if an acceptable level of service greater than the expectations of customers, the customer will be satisfied. This means that if Bank BRI branch Fatmawati can improve service quality to its customer it will affect the level of satisfaction. In this research found evidence that, in terms of the creation of quality services, Bank BRI branch Fatmawati is one of the branches that participate to implement the established policies and service in accordance with the exiting service standard in the banking world. Amount of influence the determination of quality of service policies applied by the Bank BRI branch Fatmawati indicated by r2. r2 value only 45 % and the rest 55 % influenced by other variables not studied. Meanwhile, the variable relationship of service quality to customer satisfaction can be seen from the values r = 0,67. This shows the value of the correlation coefficient between the variables of service quality to customer satisfaction. This means there are strong relationships between the independent variable X (quality of service) to the dependent variable Y (customer satisfaction). Since r = 0,67 (67 %) greater then 50 %.

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

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