Pengaruh People, Process dan Physical Evidence Terhadap Keputusan Mahasiswa Memilih STIBANKS Al Ma’soem  (Tahun Akademik 2017/2018)

This research aimed to analyze the influence of People, Process and Physical evidence on the students' decision choice STIBANKS Al Ma’soem. This research uses quantitative associative method. The research data was obtained from primary data by distributing questionnaires to students in STIBANKS Al Ma'soem and then processed with IBM SPSS Statistic 23. The results showed that correlation is weak and there are not significant People, Process and Physical evidence on the students' decision choice STIBANKS Al Ma’soem. F test results showed that the factors of People, Process and Physical evidence does not significantly affect the students' decision choice STIBANKS Al Ma’soem. The R-square value obtained amounted to 0.1615, or 16.15%, that meaning simultaneous People, Process and Physical evidence contributes 16.15% to the effect on the students choice STIBANKS Al Ma’soem, and while the rest (1-R²) of 83.85% is the number of contributions made by other factors not examined. The study reveals that students expect fast response from the officer while giving information to students, such as academic information. Students also expect a simple procedure in order for their needs, such as to make academic letters. The management of STIBANKS Al Ma’soem must improve on other factors that can increase the number of students in the next period, such as service quality and promotion mix.

Effect of Service Quality on Satisfaction and its Impact on Loyalty of Santri Pesantren Student Al Ma'soem

International Journal of Nusantara Islam ◽

10.15575/ijni.v5i2.1630 ◽

2017 ◽

Vol 5 (2) ◽

pp. 115-130

Author(s):

Dadang Dimyati

Keyword(s):

High School ◽

Service Quality ◽

Junior High School ◽

Boarding School ◽

Research Data ◽

Senior High School ◽

Primary Data ◽

Test Results ◽

F Test ◽

Loyalty Intention

This study aimed to analyze the influence of service quality on satisfaction and the impacts on loyalty intention of students Al Ma’soem Boarding School. The research data was obtained from primary data by distributing questionnaires to 100 students of junior high school and senior high school in Al Ma’soem Boarding School. The findings of this study indicate that there is influence between the Service quality and satisfaction on the loyalty students in Al Ma’soem Boarding School. F test results showed that the Service quality and the satisfaction simultaneously affect to loyalty students in Al Ma’soem Boarding School. The R-square value obtained amounted to 0.417, or 41,7%, meaning that simultaneous Service quality and satisfaction contribute to the effect of 41,7% on loyalty students in Al Ma’soem Boarding School, as for the influence of others factors are 58,3%.

Pengaruh Harga, Kualitas Pelayanan, dan Costumer Relationship Management Terhadap Keputusan Pembelian Pada Asuransi Astra (Garda OTO)

Journal of Economic Bussines and Accounting (COSTING) ◽

10.31539/costing.v4i2.2037 ◽

2021 ◽

Vol 4 (2) ◽

pp. 673-679

Author(s):

Dhita Adriani Rangkuti ◽

Mey Monita Lestari Manalu ◽

Sartika Nanda Lestari ◽

Brian Robuli ◽

Irfan Boy Samosir

Keyword(s):

Service Quality ◽

Hypothesis Testing ◽

Customer Relationship Management ◽

Significant Influence ◽

Relationship Management ◽

Customer Relationship ◽

Primary Data ◽

Test Results ◽

Purchasing Decisions ◽

F Test

The purpose of this study was to determine and analyze the effect oprice, service quality, and customer relationship management on the purchase decision of Asuransi Astra Garda OtoMedan, JL.ImanBonjol. The data used are primary data obtained from the answer of 85 respondents by accidental sampling method. Data collection techniques used in this study used a questionnaire and interview technique. Data analysis techniquesin the study used linear regression, classic assumption tests, hypothesis testing (t test and f test) and the coefficiecnt of determination. Hypothesis testing results indicate that partially (t) obtained value for t count price of 2,833 > t table 1,658 and sig value obtained 0,005<0,05 which means that price has a positive and significant influence on purchasing decisions in using Astra Insurance services (Garda Oto). Partially obtained value for service quality tcount 5.152 >ttable 1.658 and sig value obtained 0.000 <0.05 which means that service quality has a positive and significant influence on purchasing decisions in using Astra Insurance (Garda Oto) services, partially obtained value for customer relationship management t count 8.878 > 1.658 t table and the sig value obtained is 0.000 <0.05 which means that customer relationship management has a positive and significant influence on purchasing decisions in using Astra Insurance (Garda Oto) services, for the F test results obtained calculated F value = 77.769 > f table (2.69), and a significance probability of 0.000 <0.05, meaning that simultaneously prices, service quality and customer relationship management have a positive and significant effect on purchasing decisions in using Astra Insurance Services (Garda Oto). Keywords: Price, Service Quality, and Customer Relationship Management.

HUBUNGAN KUALITAS PELAYANAN TERHADAP KEPUASAN PENERIMA LAYANAN ADMINISTRASI KEPENDUDUKAN DI DINAS KEPENDUDUKAN DAN PENCATATAN SIPIL KABUPATEN TANAH DATAR

Jurnal Ecogen ◽

10.24036/jmpe.v2i3.7375 ◽

2019 ◽

Vol 2 (3) ◽

pp. 327

Author(s):

Mita Wulandari ◽

Armida S

Keyword(s):

Service Quality ◽

Primary Data ◽

Coefficient Of Determination ◽

Validity And Reliability ◽

Five Dimensions ◽

Correlation Test ◽

Physical Evidence ◽

Correlational Method ◽

Data Collection Technique ◽

Linearity Test

This study aims to determine the relationship of service quality to the satisfaction of recipients of population administration services at the Population and Civil Registry Office of Tanah Datar District. Measurement of service quality dimensions using five dimensions of service quality consisting of dimensions of physical evidence (tangibles), reliability (reliability), responsiveness (responsiveness), assurance (assurance), empathy (empathy). This type of research is a quantitative study with a correlational method using SPSS version 22. The population of this study is the population receiving population administration services in Dukcapil Tanah Datar District, a population of 82,286 people with a sample of 100 people taken using the Slovin formula using accidental sampling techniques. The research data is primary data, the data collection technique in this study is to use a questionnaire prepared using a Likert scale whose scores are 1-5. To ensure that the instruments used in the study are validity and reliability tests. Data were analyzed by descriptive and inductive analysis using normality test, linearity test, hypothesis testing using multiple correlation test, person correlation test, and the coefficient of determination test with α = 0.05. The results of this study show that the five service quality variables have a positive and significant relationship to the satisfaction of recipients of population administration services, namely the dimensions of physical evidence (tangibles), reliability (reliability), responsiveness (responsiveness), assurance (assurance), and empathy (empathy). Keyword: kualitas pelayanan, bukti fisik (tangibility), keandalan (reliability), daya tanggap (responsiveness), jaminan (assurance), empati (emphaty), dan kepuasan masyarakat penerima layanan.

Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan PT. Langit Membiru Wisata Bogor

PARAMETER ◽

10.37751/parameter.v6i1.160 ◽

2021 ◽

Vol 6 (1) ◽

pp. 38-49

Author(s):

Rini Ardista

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

T Test ◽

Primary Data ◽

Test Results ◽

A Value ◽

Primary Data Source ◽

Data Source

This research aims to determine and analyze the effect of service quality on customer satisfaction of PT. Langit Membiru Wisata Bogor, to find out how big the influence and relationship between service quality and customer satisfaction. The sample used was 100 respondents taken through t-test or interviews, observations, and questionnaires at PT. Langit Membiru Wisata Bogor and the primary data source processed with SPSS 25. The t-test results show the effect of service quality on customer satisfaction, this is evidenced by the variable (X) service quality and variable (Y) customer satisfaction has a value less than 0.05, namely (0.00 <0.05), this is proven with the value in the t test obtained t count 91.624> t table 5.293, so it can be concluded that the hypothesis can be accepted. Abstrak Penelitian ini bertujuan untuk mengetahui dan menganalisis pengaruh kualitas pelayanan terhadap kepuasan pelanggan PT. Langit Membiru Wisata Bogor, untuk mengetahui seberapa besar pengaruh dan hubungan antara kualitas pelayanan dengan kepuasan pelanggan. Sampel yang digunakan adalah 100 responden yang diambil melalui uji-t atau wawancara, observasi, dan angket pada PT. Langit Membiru Wisata Bogor dan sumber data primer diolah dengan SPSS 25. Hasil uji t menunjukkan adanya pengaruh kualitas pelayanan terhadap kepuasan pelanggan, hal ini dibuktikan dengan variabel (X) kualitas pelayanan dan variabel (Y) kepuasan pelanggan memiliki nilai lebih kecil dari 0,05 yaitu (0,00 < 0,05) hal ini terbukti dengan nilai pada uji t diperoleh t hitung 91,624 > ttabel 5,293, sehingga dapat disimpulkan bahwa hipotesis dapat diterima.

Pengaruh Kualitas Layanan Dan Harga Terhadap Kepuasan Pelanggan Pada Rental Mobil Baraya Purwakarta

Wikara National Economic and Social Research Development ◽

10.54010/jurnalwikara.v2i1.12 ◽

2021 ◽

Vol 2 (1) ◽

pp. 27-35

Author(s):

Dinda Amalia

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Research Data ◽

T Test ◽

Test Reliability ◽

Test Results ◽

Analysis Method ◽

Simultaneous Test ◽

Car Rental ◽

Research Findings

This study aims to determine the effect of service quality and price on customer satisfaction of Baraya Purwakarta car rental. Sources of data in this study were obtained from questionnaires (primary) which were distributed to respondents. The population of this research is the car rental customer Baraya Purwakarta. The sample in this study amounted to 70 people. The research data analysis method used was validity test, reliability test, classical assumption test, multiple linear regression, and hypothesis testing, namely the f test and t test. The research findings show that the variable of service quality and price affects the customer satisfaction variable which has an R Square value of 0.502 or 50.2% and the remaining 49.8% is influenced by other variables. From the simultaneous test results, service quality and price have an effect on customer satisfaction as evidenced by the results of the Fcount value greater than Ftable of 34.576 and sig 0,000. From the results of the t test, service quality has a partial effect on customer satisfaction with a tcount of 3,965 and price has an effect on customer satisfaction with a tcount of 5,177.

The Influence of Service Quality, Brand Image and Customer Relationship Management (CRM) on Customer Loyalty of Mini Market Customers in East Bekasi

Psychology and Education Journal ◽

10.17762/pae.v58i1.765 ◽

2021 ◽

Vol 58 (1) ◽

pp. 236-246

Author(s):

Resti Hardini Et al.

Keyword(s):

Service Quality ◽

Customer Relationship Management ◽

Customer Loyalty ◽

Brand Image ◽

Relationship Management ◽

Positive Influence ◽

Customer Relationship ◽

Primary Data ◽

Test Results ◽

Regression Methods

The Influence of Service Quality, Brand Image and Customer Relationship Management on Indomaret mini market customer loyalty in Pedurenan, East Bekasi areobjectives of this study. In this study using primary data by distributing questionnairessample used was 100 respondents. Results of calculations using multiple regression methods obtained byresults of a standardized regression, namely Y = 3.316 + 0.338X1 + 0.298X2 + 0.222X3. Service Quality variable (X1) gavelargest contribution of 0.338 andBrand Image variable contributed 0.928 and CRM contributed 0.222 to Loyalty. F test results showed thatindependent variables used in this study were able to explainvariation ofdependent variable changes namely Loyalty soit can be stated thatmodel developed in this study was feasible. Independent variables have a significant and positive influence on loyalty. R square value shows thatpercentage ofindependent variables on Loyalty with R square value obtained by 50.2%.

Pemanfaatan Bioetanol Limbah Kelapa Muda dan Pengaruhnya Terhadap Emisi Sepeda Motor Empat Langkah Injeksi

AEEJ : Journal of Automotive Engineering and Vocational Education ◽

10.24036/aeej.v1i1.1 ◽

2020 ◽

Vol 1 (1) ◽

pp. 1-8

Author(s):

Sugiartono Sugiartono ◽

Wagino Wagino ◽

Darul Afdal ◽

Retno Wahyudi

Keyword(s):

Emission Reduction ◽

Reduction Rate ◽

Research Data ◽

T Test ◽

Primary Data ◽

Test Results ◽

Gas Analyzer ◽

Additional Amount ◽

Post Test ◽

The Difference

This article discusses the use of Pertamax fuel and young coconut bioethanol with mixed variations (BE5, BE10, BE15, BE20) on injection step motorcycle exhaust emissions. The methodology used in this study is the post test only design control, one of the research in qualitative research. The research data is primary data, obtained directly on the gas analyzer during the trial. All data is then collected, looking for average test results, described and closed with a different test (t test). Based on the data obtained at the time of testing there was a decrease in CO and HC gas levels with each additional amount of young coconut ethanol in Pertamax fuel. The results of the difference analysis test (t test) are not significant, t arithmetic <t table which means accepted and rejected. Can reduce the use of young coconut bioethanol mixture has variations in CO and HC emission reduction, but the reduction rate is not significant Artikel ini bertujuan untuk membahas pengaruh penggunaan bahan bakar pertamax dan bioetanol kelapa muda dengan variasi campuran (BE5, BE10, BE15, BE20) terhadap emisi gas buang sepeda motor empat langkah injeksi. Metodologi yang digunakan dalam penelitian ini adalah post test only control desain, salah sau pendekatan riset dalam penelitian kualitatif. Data penelitian merupakan data primer, didapatkan secara langsung pada alat gas analizer pada saat uji emisi. Seluruh data kemudian dihimpun, di cari rata-rata hasil pengujian, di deskripsikan serta ditutup dengan uji beda (uji t). Berdasarkan data yang didapatkan pada saat pengujian terjadi penurunan kadar gas CO dan HC pada setiap peningkatan jumlah campuran bioetanol kelapa muda pada bahan bakar pertamax. Hasil dari analisis uji beda (t test) pengaruh penambahan campuran tidak signifikan, t hitung < t tabel yang berarti Ho diterima dan Ha ditolak. Dapat disimpulkan penggunaan campuran bioetanol kelapa muda memiliki pengaruh penurunan kadar emisi gas CO dan HC, tetapi angka penurunan tidak signifikan.

PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN MASAYARAKAT DI KANTOR KECAMATAN KENJERAN SURABAYA

JPAP Jurnal Penelitian Administrasi Publik ◽

10.30996/jpap.v2i01.702 ◽

2016 ◽

Vol 2 (01) ◽

Author(s):

Alfa Sakinata Marhadika

Keyword(s):

Public Service ◽

Policy Development ◽

Analytical Techniques ◽

Primary Data ◽

Test Results ◽

District Office ◽

The Public ◽

Physical Evidence ◽

The People ◽

Close Relationship

Public service is one of the important tasks that can not be ignored by the localgovernment. As an institution, the public service Kenjeran District of Surabaya ensure thesustainability of the State administration involving policy development and resourcemanagement services that come from and to the public interest or the public. The purposein this study to determine the effect of service quality to satisfaction of the people in theDistrict Office Kenjeran Surabaya. The data used in this study are primary data (from thequestionnaire) with samples taken 100 people. While the analytical techniques used is byusing multiple linear regression. The test results showed the influence of variablessimultaneously consists of physical evidence, reliability, responsiveness, assurance andempathy affect the satisfaction of the people in the District Office Kenjeran Surabaya.These results are supported by the acquisition of the correlation coefficient of 71.5% wasobtained, indicating that the correlation or relationship between these variables to thesatisfaction of the people have a close relationship. Partial test results show the variablequality of service consisting of variable physical evidence, reliability, responsiveness,assurance and empathy positive and significant impact on the satisfaction of the people inthe District Office Kenjeran Surabaya. Sedagnkan variables that have a dominant influenceon people's satisfaction at the District Office Kenjeran Surabaya is responsiveness byhaving the partial determination coefficient than other variables.Keywords: Physical Evidence, Reliability, Responsiveness, Assurance, Empathy andCommunity Satisfaction

DAPATKAH IT GOVERNANCE DENGAN COBIT 5 MENINGKATKAN KUALITAS LAYANAN INFORMASI AKADEMIK?

JIMFE (Jurnal Ilmiah Manajemen Fakultas Ekonomi) ◽

10.34203/jimfe.v7i2.3905 ◽

2021 ◽

Vol 7 (2) ◽

pp. 231-244

Author(s):

Komang Muda Sedana Yoga ◽

Novita Novita

Keyword(s):

Information Technology ◽

Information System ◽

Service Quality ◽

Partial Least Square ◽

Least Square ◽

Primary Data ◽

Delivery Service ◽

Technology Governance ◽

Information Technology Governance ◽

Academic Information

ABSTRAKTujuan dari penelitian ini adalah untuk mengetahui pengaruh tata kelola teknologi informasi dengan menggunakan COBIT 5 sebagai kerangka kerja tata kelola teknologi informasi terhadap kualitas layanan informasi akademik pada Sistem Infromasi Akademik. Penelitian ini menggunakan analisis deskriptif kualitatif dan analisis partial least square. Data primer didapatkan melalui kuesioner yang disebarkan pada mahasiswa aktif Universitas Trilogi pada semester gasal tahun 2020–2021. Hasil dari penelitian ini menunjukkan COBIT 5 dengan domain EDM (evaluate, direct and monitor) dan domain MEA (monitor, evaluate and assess) berpengaruh positif terhadap peningkatan kualitas layanan pada sistem informasi akademik Universitas Trilogi. Sedangkan domain DSS (Delivery, Service and Support) tidak berpengaruh positif terhadap peningkatan kualitas layanan pada sistem informasi akademik Universitas Trilogi. Hasil penelitian ini menjadi masukan bagi Universitas Trilogi untuk terus meningkatkan tata kelola teknologi informasi pada sistem informasi akademik sebagai salah satu cara untuk meningkatan kualitas layanan yang diberikan agar visi dan misi universitas dapat tercapai. ABSTRACTThe purpose of this research is to see to what extent the implementation of information technology governance with COBIT 5 as a basic framework for assessing information technology and determine the effect of information technology governance on the academic information system. This data processing uses descriptive qualitative analysis and Partial Least Square analysis. The primary data was collected from the questionnaire that distributed to active student in odd semester 2020–2021 in Trilogi University. The result of this research is showing COBIT 5 with the domain EDM (Evaluate. Direct and Monitor) and the MEA (Monitor, Evaluate and Assess) domain have an effect on improving service quality at Trilogy University. While the DSS (Delivery, Service and Support) domain has no effect on improving service quality at Trilogi University. In consequence, Trilogi University is required to improve the governance of information technology in academic information system as way to enchance the service quality provided, so the vision and mission can be achieved.