scholarly journals Pengaruh Kualitas Pelayanan Administrasi Akademik Terhadap Kepuasan Mahasiswa Politeknik Negeri Bandung

2018 ◽  
Vol 4 (1) ◽  
pp. 40
Author(s):  
Maya Setiawardani
Keyword(s):  
Quality Of Service ◽  
Student Satisfaction ◽  
Student Perceptions ◽  
Education Institution ◽  
Service Needs ◽  
Academic Administration ◽  
Customer Expectations ◽  
Level Of Satisfaction ◽  
Excellent Service

Service is an effort made to the customer to meet customer expectations. While the quality of service as an effort to meet the needs and desires of consumers and the accuracy of delivery in counterbalance consumer expectations. Bandung State Polytechnic is a vocational education institution that prepares its graduates ready to work. In achieving these objectives, it should be supported by the service of academic administration of quality to the needs and desires of students fulfilled. This study aims to illustrate how the quality of academic services according to student perceptions, describes the level of satisfaction of students, and whether there is a positive and significant influence between the quality of academic administration services there is student satisfaction. The results of this study found that the overall quality of academic administration services have been good, and student satisfaction is also good. The quality of academic administration services has a positive and significant impact on student satisfaction. Nevertheless, the quality of service still needs to be improved again such as hospitality and discipline officers, the availability of flow/chart of each service and availability of LCD projector. In addition, the overall quality of service needs to be improved again into excellent service.  Layanan adalah upaya yang dilakukan kepada pelanggan untuk memenuhi harapan pelanggan. Sedangkan kualitas layanan sebagai upaya untuk memenuhi kebutuhan dan keinginan konsumen dan ketepatan pengiriman dalam mengimbangi harapan konsumen. Politeknik Negeri Bandung adalah lembaga pendidikan kejuruan yang mempersiapkan lulusannya siap bekerja. Dalam mencapai tujuan ini, harus didukung oleh layanan administrasi akademik yang berkualitas terhadap kebutuhan dan keinginan siswa yang terpenuhi. Penelitian ini bertujuan untuk menggambarkan bagaimana kualitas layanan akademik menurut persepsi siswa, menggambarkan tingkat kepuasan siswa, dan apakah ada pengaruh positif dan signifikan antara kualitas layanan administrasi akademik ada kepuasan siswa. Hasil penelitian ini menemukan bahwa secara keseluruhan kualitas layanan administrasi akademik sudah baik, dan kepuasan siswa juga baik. Kualitas layanan administrasi akademik memiliki dampak positif dan signifikan terhadap kepuasan siswa. Namun demikian, kualitas layanan masih perlu ditingkatkan lagi seperti petugas perhotelan dan disiplin, ketersediaan aliran/grafik dari masing-masing layanan dan ketersediaan proyektor LCD. Selain itu, kualitas layanan secara keseluruhan perlu ditingkatkan lagi menjadi layanan yang sangat baik.

scholarly journals Pengaruh Kualitas Pelayanan Administrasi Akademik Terhadap Kepuasan Mahasiswa Politeknik Negeri Bandung

2018 ◽  
Vol 4 (1) ◽  
pp. 40-56
Author(s):  
Maya Setiawardani
Keyword(s):  
Quality Of Service ◽  
Student Satisfaction ◽  
Student Perceptions ◽  
Education Institution ◽  
Service Needs ◽  
Academic Administration ◽  
Customer Expectations ◽  
Level Of Satisfaction ◽  
Excellent Service

Service is an effort made to the customer to meet customer expectations. While the quality of service as an effort to meet the needs and desires of consumers and the accuracy of delivery in counterbalance consumer expectations. Bandung State Polytechnic is a vocational education institution that prepares its graduates ready to work. In achieving these objectives, it should be supported by the service of academic administration of quality to the needs and desires of students fulfilled. This study aims to illustrate how the quality of academic services according to student perceptions, describes the level of satisfaction of students, and whether there is a positive and significant influence between the quality of academic administration services there is student satisfaction. The results of this study found that the overall quality of academic administration services have been good, and student satisfaction is also good. The quality of academic administration services has a positive and significant impact on student satisfaction. Nevertheless, the quality of service still needs to be improved again such as hospitality and discipline officers, the availability of flow/chart of each service and availability of LCD projector. In addition, the overall quality of service needs to be improved again into excellent service.

scholarly journals Pengaruh Diferensiasi Produk Dan Kualitas Pelayanan Terhadap Tingkat Kepuasan Pelanggan (Studi Kasus Di Restoran Roast Chicken & Pizza Meteran)

2020 ◽  
Vol 4 (1) ◽  
pp. 022-027
Author(s):  
Saefudin Zuhdi ◽  
Selvy Irawanti
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Product Differentiation ◽  
Sampling Method ◽  
Correlation Coefficients ◽  
Sampling Technique ◽  
Factors Affecting ◽  
Customer Expectations ◽  
Level Of Satisfaction

Product differentiation is an attempt to design a set of distinguishing or physical product attributes to differentiate the company's products with the competing products. Quality of service is a measure of the extent to which a service can be provided to meet customer expectations. Both of these variables significantly affect the level of customer satisfaction. The population used in this study is Roast Chicken & Pizza Meter, a dine-in restaurant during July 2014 - August 2014, amounting to 1,440 customers. The sample chosen for this study was 100 respondents and purposive sampling method is chosen as sampling technique. Data are collected by means of questionnaires. And the analysis techniques used are regression and correlation coefficients. The results of the analysis using SPSS version 20 show that: (1). Product differentiation positively affecting the level of customer satisfaction. Regression coefficients results indicate the quality of service (X2 = 1.047) became the biggest factors affecting the level of satisfaction of subscribers, while product differentiation (X1 = 0.992) to the lowest factor affecting customer satisfaction. (2) Correlation and Determination-Test showed that R = 0,998a are positive. This means that any increase in the variable x changes cause an increase in the variable Y. R2 (R Square) = 0.996 variables X1 and X2 affect Y by 99.6% less than 0.4% of the other variables were not examined.

scholarly journals Evaluasi Kualitas Pembelajaran Online Selama Pandemi Covid-19: Studi Kasus di Fakultas Teknik, Universitas Katolik Darma Cendika

2020 ◽  
Vol 9 (2) ◽  
pp. 135-144
Author(s):  
Desrina Yusi Irawati ◽  
Jonatan Jonatan
Keyword(s):  
Quality Of Service ◽  
Student Satisfaction ◽  
Learning Strategy ◽  
Control Measure ◽  
Learning Platform ◽  
Home Based ◽  
Offline Learning ◽  
Level Of Satisfaction ◽  
The Matrix

The home-based learning strategy is a useful control measure to decrease the spread of COVID-19 among students. A sudden alteration of offline learning to online learning impacted  the effectiveness of learning activities. During the COVID-19 pandemic, the Faculty of Engineering, Darma Cendika Catholic University needed to assess the level of student satisfaction of online-based learning so that the quality of service was maintained. The purpose of this study was to measure the level of student satisfaction during online-based learning during the COVID-19 pandemic using the Service Quality (Servqual) and Importance Performance Analysis (IPA) methods. Servqual and IPA are methods for measuring the level of satisfaction and quality of service. The result of Servqual shows all the measurements of 17 attributes have negative gap value. This shows that there is a difference between students perception and expectation of online-based learning. The Matrix of IPA indicates the priority of improvement of online-based learning that encompasses the lecturers consistency in providing a good lecture, the capability of using learning platform, the prompt and efficient response to students needs in online-based learning, the encouragement of students motivation throughout the learning process, and the understanding of students impediments during the process of online-based learning.

scholarly journals Servive Quality on Education Institution: Satisfaction Index and IPA (Case Study on Accounting Department of State Polytechnic of Malang)

2019 ◽  
Vol 3 (4) ◽  
pp. 549
Author(s):  
Sumiadji . ◽  
Futuh Handoyo ◽  
Fita Setiati
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Student Satisfaction ◽  
Descriptive Analysis ◽  
Education Institution ◽  
Two Dimensions ◽  
Study Program ◽  
Five Dimensions ◽  
Satisfaction Index

The purpose of this study was to determine the level of student satisfaction towards the quality of service provided by the Accounting Department, State Polytechnic of Malang (Polinema), by comparing the actual service delivered by the institution to the one expected by the students. Respondents as samples were determined proportionally for each study program and class of as many as 100 students. The questionnaire was randomly given to respondents to obtain a response to service quality consisting of 5 (five) dimensions, namely tangible, reliability, responsiveness, assurance and empathy. Data analysis was descriptive analysis prosiding from descriping the data in term of the mean and frequency, and than measuring student satisfaction index and ending up with determining the service quality using importance-performance analysis (IPA). The results showed that  most respondents were DIV Management Accounting study program students, of whom the majority were female. The frequency of the students response for the quality of the received service fell into the catagory of very satisfying, which means that, in general, the quality of service received by students was very satisfying. There were found two dimensions in quadrant A where two forms of service quality must be improved immediately, four dimensions in quadrant B where six forms of service quality must be maintained, and all dimensions in quadrant D where eight forms of service quality in the short term may be ignored.

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

scholarly journals Writing a project proposal: addendum to development of diabetes register series

2019 ◽  
Vol 7 (1) ◽  
pp. 377
Author(s):  
Ezekiel U. Nwose
Keyword(s):  
Quality Of Service ◽  
Healthcare System ◽  
Healthcare Service ◽  
Income Country ◽  
Service Improvement ◽  
Service Needs ◽  
Project Proposal ◽  
Diabetes Register

The summary of the series on development of diabetes register in low-mid income country indicated that there is capacity for diabetes services in every hospital, but quality of service needs to improve at all tiers of the healthcare system. The “need to develop proposal for healthcare service improvement” was highlighted.

Responding to the Health and Disability Service Needs of People Ageing with Spinal Cord Injury: Implications from an Australian Study

2006 ◽  
Vol 12 (1) ◽  
pp. 65 ◽  
Author(s):  
Kiley Pershouse ◽  
Pim Kuipers ◽  
Delena Amsters ◽  
Glenda Price
Keyword(s):  
Spinal Cord ◽  
Spinal Cord Injury ◽  
Interpersonal Communication ◽  
Research Study ◽  
Disability Services ◽  
Service Needs ◽  
Service Utilisation ◽  
Level Of Satisfaction ◽  
Cord Injury

In the course of a large retrospective research study exploring implications of ageing with a spinal cord injury (SCI), 84 participants were asked to provide responses to a brief telephone questionnaire regarding the nature and quality of their utilisation of various health and disability services. The aim of this study was to explore service utilisation, level of satisfaction with the services utilised, and the nature of the support received from these services for a sample of people ageing with spinal cord injury (SCI). Findings highlighted that people ageing with SCI have need of a range of health and disability services predominantly focusing on achieving instrumental assistance. Satisfaction with service was generally high and demonstrated the importance of interpersonal communication skills, technical competence and responsiveness in the delivery of outcomes.

scholarly journals FAKTOR KEPUASAN WISATAWAN PENGGUNA TRANSPORTASI LAUT DARI BALI KE GILI TRAWANGAN

Jurnal IPTA ◽  
2018 ◽  
Vol 6 (2) ◽  
pp. 124
Author(s):  
Syukriyan Abrar Syah ◽  
Ni Gusti Ayu Susrami Dewi ◽  
Putu Agus Wikanatha Sagita
Keyword(s):  
Quality Of Service ◽  
Dominant Factor ◽  
Sea Transport ◽  
Marine Transportation ◽  
Factors Affecting ◽  
Cost Factor ◽  
Level Of Satisfaction ◽  
The Cost ◽  
Selection Of

This research aims to analyze factors affecting the satisfaction of tourists in the use of marine transportation from Bali toward Gili Trawangan. The benefits of this research useful to the company in improving the services for tourists who will use the services of a crosswalk leading to Gili Trawangan.The respondents in this research totalled 190 respondents, the selection of the sample using the method of purposive sampling, the data in this study were analyzed using the analysis factors that help by statistikal program SPSS version 17.0 for windows. The results of this study are: 1) the satisfaction of tourists in the use of sea transport in general are at a level of satisfaction. 2) there are three factors that affect the satisfaction of tourists formed i.e. factors quality of maids, the cost factor & ease factors and product quality. Quality of service factor is the most dominant factor influencing the satisfaction of travellers with variable reliability as the dominant variables, and the variable availability schedule is a variable that must be improved.

Student satisfaction and quality of service in Italian universities

2006 ◽  
Vol 16 (4) ◽  
pp. 349-364 ◽  
Author(s):  
Luca Petruzzellis ◽  
Angela Maria D'Uggento ◽  
Salvatore Romanazzi
Keyword(s):  
Quality Of Service ◽  
Student Satisfaction
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