scholarly journals PENGARUH KOMPETENSI PRAMUSAJI TERHADAP KUALITAS PELAYANAN RESTORAN DI KOTA TOMOHON

2020 ◽  
Vol 3 (2) ◽  
Author(s):  
Miriam Mahdalena Tukunang
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Coefficient Of Determination ◽  
Analysis Method ◽  
Professional Certification ◽  
Correlation Data ◽  
Knowledge And Attitude ◽  
The Government ◽  
The City

This study aims to analyze how the competency of waitresses influence the service quality of restaurant in the city of Tomohon today. There are several elements that become the standard to become professional waiters, namely, Skill, Knowledge and Attitude and three elements that are measured in determining the level of service quality, namely Reliability, Responsiveness and Assurance. Understanding competency steward is the ability of individuals in their work or a basic character depicted on an effectiveness or good performance in a particular place and situation. The analysis used in this research is quantitative analysis with a simple correlation data analysis method to determine the level of competence of waiters for service quality. The analysis of the coefficient of determination to find out how much the competence of the waitresses affect the quality of service. The analysis results obtained the correlation value where r = 1.735 which states that the strong influence between the competency of the waiter on the quality of restaurant service in Tomohon City then the coefficient of determination is KD = 54.1% on the quality of service. From these results it can be said that the influence of the waiter competence variable by 54.1% on service quality and the remaining 45.9% is influenced by other factors.The results showed that the competency of waitresses was very influential on the quality of restaurant services in the of Tomohon. Therefore, the supervisors in each restaurant need to be able to provide training or provide opportunities for employees to develop themselves by attending trainings conducted by the government or in collaboration with other competent parties such as the Professional Certification Board which receives direct supervision from the National Professional Certification Agency.

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 The Effect of Service Quality and User Value on the Satisfaction and Loyalty of Users at Library and Archives of Padang City

2020 ◽  
Vol 8 ◽  
pp. 538-551
Author(s):  
Sefni Hayati ◽  
Heryanto
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Sampling Technique ◽  
Primary Data ◽  
Analysis Method ◽  
Analysis Technique ◽  
Library Users ◽  
User Value ◽  
The City

This study aims to determine and analyze the effect of service quality and user value on the satisfaction and loyalty of users at the Padang City Library and Archives Service. The sample used was 100 respondents. The sampling technique is purposive sampling. The data is processed using SPSS 16. The type of data used is primary data by distributing questionnaires. Data analysis method with path analysis technique. The results of the study found that the quality of service had a significant effect on the loyalty of users at the Padang City Library and Archives Service, the value of users had a significant effect on the loyalty of users at the City of Library and Archives Service, the quality of service had a significant effect on the satisfaction of visitors at the Department of Library and Archives of Padang, the value of users have a significant effect on the satisfaction of library users in the Padang City Library and Archives Office, satisfaction has a significant effect on the loyalty of users in the Library and City Archives Office in Padang, the quality of service through satisfaction has no effect on loyalty and so does the value of users through satisfaction does not affect the loyalty of users in the Padang City Library and Archives Service.

scholarly journals “Analysis Influence Brand Equity and Service Quality to Costumer Satisfaction Users Blackberry Curve 9300 District Sario Manado ”

2012 ◽  
Vol 1 (1) ◽  
Author(s):  
Ferdy Roring
Keyword(s):  
Quality Of Service ◽  
Regression Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Brand Equity ◽  
Consumer Satisfaction ◽  
Analysis Method ◽  
The City ◽  
Variable Quality

Research In Motion (RIM) is the official producer of mobile phones that are currently most popular especially in Indonesia which is the Blackberry. Indonesia is a large market share to Blackberry because of Indonesia's population. 47 percent mobile circulating in Indonesia is Blackberry.The goal of this research is to know the influence of quality of service and brand equity to the satisfaction of consumer users blackberry curve 9300 district Sario the city of manado.In this research, the methods of analysis used is regression analysis method. The population was taken is the blackberry curve 9300 user with samples as much as 100 people. Sampling techniques research using simple random sampling.Research results by using regression analysis showed that partially variable quality of service significantly influential to the variable satisfaction but rather to brand equity, does not affect the consumer's satisfaction. And simultaneously variable quality of service and significant impact on brand equity consumer satisfaction.For the RIM Blackberry mobile phone manufacturers should be as much again to improve the quality of service that is better to consumers so that consumers do not migrate or switch to other parties. More manufacturers to optimize quality of service to the higher customer satisfaction. The RIM also should pay attention to brand equity. If the RIM is not paying attention to the brand equity will be decreased to the level of consumer satisfaction that have an impact on decreasing the level of product sales.Keywords: service quality, brand equity, and customer satisfaction

scholarly journals Sensory Marketing in the Quality of Service of the Hotel El Libertador in the City of Riobamba

2021 ◽  
Author(s):  
Diana Carolina García Mayorga ◽  
Jorge Antonio Vasco Vasco ◽  
Juan Carlos Montufar Guevara
Keyword(s):  
Quality Of Service ◽  
Visual Perception ◽  
Service Quality ◽  
Auditory Perception ◽  
Marketing Strategies ◽  
Existing Problems ◽  
Sensory Marketing ◽  
Palabras Clave ◽  
The City

This research aimed to improve the perception of the quality of service of the Hotel El Libertador by means of sensory marketing elements to improve the tourist experience. The study variables were derived from the visual, auditory and kinesthetic perceptions related to the quality of service. In addition, an analysis was performed with the EEG MindWave Mobile 2 biometric equipment, to understand the levels of attention, meditation and blinking. In terms of visual perception, it was determined that attention should be paid to the clothing of the staff (27.6%) and signage (40.9%). The elements of the auditory perception of the hotel had low ratings because the hotel has not implemented elements of auditory sensory marketing in the facilities. Four of the seven elements of the kinesthetic perceptions were not attended and had a weight between 38.3% and 46.7%. As a result of these analyses, a sensory marketing proposal was suggested, which included visual, auditory and kinesthetic marketing strategies, to provide a solution to the existing problems with the hotel facilities. Based on the biometric equipment results, a proposal was made for sensory marketing strategies with elements of experiential communication to be used in the hotel’s facilities which would also improve the perception of service quality. Keywords: sensory marketing, perception, tourism, senses, quality of service, neuromarketing. Resumen La investigación tuvo como objetivo mejorar la percepción en la calidad de servicio del HOTEL EL LIBERTADOR, por medio de elementos de marketing sensorial mejorando la experiencia del turista. La investigación es de tipo correlacional, las variables de estudio se desprenden de la percepción visual, auditiva y kinestésica relacionada con la variable calidad del servicio, además se realizó un análisis con equipo biométrico EEG MindWave Mobile 2 en las instalaciones de la empresa para identificar los niveles de atención, meditación y parpadeo. En los elementos de percepción visual se determinó que se debe prestar atención a la vestimenta del personal que tiene un 27,6% y la señalética 40,9%. Los elementos de la percepción auditiva del hotel tienen una baja calificación porque el hotel no ha implementado elementos de marketing sensorial auditivo en las instalaciones, 4 de los 7 elementos de la percepción kinestésica no han sido atendidos y tienen una ponderación entre 38,3% a 46,7% Por medio de este análisis se planteó una propuesta de marketing sensorial para dar solución a la problemática existente en las instalaciones del hotel, la misma que contiene estrategias de marketing visual, auditivo y kinestésico. Mediante la obtención de resultados y análisis realizados con equipos biométricos, se pudo determinar estrategias de marketing sensorial con elementos de comunicación experiencial en las instalaciones de la empresa hotelera que permita mejorar la percepción de la calidad de servicio. Palabras clave: marketing sensorial, percepción, turísmo, sentidos, calidad de servicio, neuromarketing.

scholarly journals Influence Relaxation Policy Fees on COVID-19 Pandemic and Service Quality Claims against the Realization of Dues Payment Compliance BPJSK in Branch Office Driyorejo-Gresik East Jawa-Indonesia

2021 ◽  
Vol 3 (2) ◽  
pp. p72
Author(s):  
Untung Lasiyono
Keyword(s):  
Quality Of Service ◽  
Data Analysis ◽  
Service Quality ◽  
Economic Aspects ◽  
Payment Policy ◽  
Population Research ◽  
Premium Payment ◽  
The Government ◽  
Branch Office

In the conditions of the Covid-19 pandemic, it had a very large impact not only on the health aspect, but also on the labor and economic aspects. The industrial world has been affected so much that the industrial world has stopped its production activities so that there has been a reduction in the workforce in production by being dismissed and even disconnected from their work. This condition is what makes the government take action, especially in terms of employment in fulfilling the obligation to pay BPJSK output through a relaxation or softness policy in paying contributions. Another policy is the claim service for BPJSK participants if there is a risk that results in the realization of the claim.This research is to analyze with the policy of relaxation of payment of dues and claim services associated with their influence on participant compliance in paying BPJSK dues. The population / research sample was the participants of the BPJSK Gresik Driyorejo Branch, using a questionnaire to obtain data on the perception of relaxation policies, service quality and compliance with payment of dues.Based on the results of data analysis, it shows that: first, the premium payment policy has a significant effect on dues pay compliance, second, the service quality of claims has a significant effect on awareness of premium payments, and third, the policy of relaxation of contributions and the quality of service claims has a significant effect on the premium. payment of dues for BPJSK members at the Gresik Driyorejo Branch.

A Hybrid Approach Based on SERVQUAL, SERVPERF, and IPA for Measuring Transit Service Quality

2020 ◽  
pp. 295-311
Author(s):  
Mohamad Haidar
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Social Environment ◽  
Public Perception ◽  
Hybrid Approach ◽  
Transit System ◽  
The Public ◽  
International Graduate ◽  
The City

The purpose of this chapter is to discuss the public perception of the quality of service in the public transit system in Montreal using a combination of analyses and surveys. The results are used to make recommendations to improve the STM and its perception. General guidelines of SERVQUAL with some additional questions that are more specific to the current social environment of the city are presented. A survey was conducted by asking 250 international graduate Concordia students to rate a series of statements based on the importance of the issue and how much they agreed with the statement, the results were analyzed using three methods: SERVQUAL, SERVPERF, and IPA. The improvement of timetable synchronization between different metro lines and buses is crucial, as well as the education of STM employees in terms of dealing with different ethnicities, languages, and backgrounds are found. The chapter is a rare outside look at the STM and how users perceive the quality of the service, as opposed to the usual internal studies done by the organization itself.

scholarly journals presentasi efektifitas pembinaan

2019 ◽  
Author(s):  
Merry
Keyword(s):  
Higher Education ◽  
Quality Of Service ◽  
Service Quality ◽  
Financial Incentives ◽  
Public Universities ◽  
Research Technology ◽  
Effective Coaching ◽  
The Government ◽  
Functional Position

Abstract.In order to enhance the quality of Indonesian higher education, the Indonesian government through the Ministry of Research, Technology, and Higher Education paid much attention to lecturers in forms of financial incentives and opportunities for them to upgrade their professional skills. Meanwhile, educational laboratory assistants (educational supporting staffs with specific functional position) had also enjoyed some incentives from the government over the past 5 years. Therefore, these laboratory assistants need continuous coaching to maximise their roles in laboratories and to deliver services to their customers, such as lectures, students and other laboratory stakeholders. This study aimed at revealing to what extent effective coaching from superiors and adversity quotient owned by educational laboratory assistants influenced the quality of service of educational laboratory assistants of some Indonesian public universities. This research employed correlational quantitative approach using questionaires as data collection method. Data were analysed using regression analysis. The results of analysis indicated that there was a positive correlation between effective coaching and adversity quotient on the service quality of educational laboratory assistants of some public universities. The more effective the coaching and the higher the adversity quotient, the better quality of service of the laboratory assistants. Based on these results, it was concluded that the service quality of educational laboratory assistants could be improved through effective coaching and adversity quotient.

scholarly journals ANALISIS PENGARUH PROMOSI YANG TERINTEGRASI DAN KEUNGGULAN POSITIONING TERHADAP KEPUTUSAN PEMBELIAN SABUN MANDI LUX DI KOTA AMBON

Jurnal Soso-Q ◽  
2020 ◽  
Vol 8 (1) ◽  
Author(s):  
Anggrainy Chaniago ◽  
Merry M. Pelupessy ◽  
Sarifuddin Sarifuddin ◽  
Yulianty S. Ginting
Keyword(s):  
Coefficient Of Determination ◽  
Test Results ◽  
Significant Positive Effect ◽  
Analysis Method ◽  
Purchasing Decisions ◽  
Independent Variables ◽  
Independent Variable ◽  
The City ◽  
Positive Effect

The bath soap market is constantly changing and competition is getting tougher with the emergence of bath soaps that have a clearer positioning, such as beauty soap, whitening soap, family soap to health soap. Increasing lifestyles of people in Indonesia and changing habits where bathing is no longer just using soap, but by adding fragrance and comfort when wearing it. The higher purchasing power of consumers for a product encourages companies to further improve the quality of their products. The purpose of this study is to analyze the effect of Integrated Promotion and Positioning Excellence on Purchasing Decisions in Lux Bath Soap. The population in this study are consumers in the city of Ambon who use Lux bath soap. The sample in this studywere 100 people who bought lux bath soap taken by purposive sampling. The data collection is done by using a questionnaire. The data analysis method used is SPSS version 16.The results of multiple regression analysis namely Y = 0.501 X1 + 0.218 X2 The most influential independent variable on the dependent variable is the integrated Promotion variable (0.501), followed by the Positioning Excellence variable (0.218). T test results show that all independent variables, namely (integrated promotion and positioning superiority) have a significant positive effect on the dependent variable (purchasing decisions) where all independent variables obtain a t value greater than t table with a sig level of less than 0.05. And the coefficient of determination (R Square) obtained by 0.309 this means that 30.9% of purchasing decisions can be explained by integrated promotion variables and positioning excellence, while the remaining 69.1% is influenced by other variables not examined in this study. Keywords: Integrated Promotion, Positioning Excellence, Purchasing Decisions

scholarly journals PENGARUH KUALITAS PELAYANAN DAN HARGA TERHADAP KEPUASAN PELANGGAN PENGGUNA JASA APLIKASI GOJEK DI KOTA TANGERANG

2020 ◽  
Vol 6 (2) ◽  
pp. 248
Author(s):  
Riri Oktarini
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Regression Coefficient ◽  
Statistical Tests ◽  
Coefficient Of Determination ◽  
Validity And Reliability ◽  
Good Service ◽  
Linear Regression Coefficient ◽  
The City

Abstrak-Tujuan dilakukannya penelitian ini adalah bermaksud mengetahui apakah dengan adanya kualitas pelayanan yang baik dan harga dapat mempengaruhi kepuasan pelanggan Gojek khususnya di Kota Tangerang.  Metode penelitian yang digunakan adalah Asosiatif kausal. Sampel yang digunakan sebanyak 100 responden. Metode analisis data menggunakan uji validitas dan reliabilitas, asumsi klasik, regresi linier berganda, koefisien determinasi dan pengujian hipotesis.  Berdasarkan hasil pengujian statistik diperoleh hasil sebagai berikut: Kualitas pelayanan memberikan pengaruh secara positif serta signifikan terhadap kepuasan pelanggan. Harga memberikan pengaruh yang negatif serta signifikan terhadap kepuasan pelanggan. Kualitas pelayanan dan harga Secara simultan dengan menggunakan uji F diketahui memberikan pengaruh positif serta signifikan terhadap kepuasan pelanggan pengguna aplikasi Go-jek di Kota Tangerang.Kata Kunci: kualitas pelayanan, harga, kepuasan pelanggan Abstract-The purpose of this research is to find out whether the existence of good service quality and price can affect Gojek customer satisfaction in Tangerang City. The research method used is causal associative. The sample used was 100 respondents. Methods of data analysis using validity and reliability, classic assumptions, multiple linear regression, coefficient of determination and hypothesis testing. Based on the results of statistical tests the following results are obtained: Service quality has a positive and significant influence on customer satisfaction. Price gives a negative and significant effect on customer satisfaction. Quality of service and price Simultaneously using the F test is known to have a positive and significant effect on customer satisfaction of Go-jek application users in the city of Tangerang.Keywords: service quality, price, customer satisfaction

scholarly journals The Influence of Hospital Image and Service Quality on Discharge Against Medical Advice through Patient Satisfaction

2021 ◽  
Author(s):  
Yusriadi Yusriadi
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
Service Quality ◽  
District Hospital ◽  
Medical Advice ◽  
Coefficient Of Determination ◽  
Against Medical Advice ◽  
Discharge Against Medical Advice ◽  
The Impact

The purpose of this study is to examine the impact of hospital image and quality of service on Discharge Against Medical Advice (DAMA) via patient satisfaction at Majene District Hospital. This research was performed in the hospital room of the Majene District Hospital from July to August 2020. The type of analysis used is quantitative research to explain the dependent variable's effect on the independent variable and the mediating variable. This study population was all 102 patients with DAMA at Majene Hospital, as the population was deemed limited and the whole population was sampled. The test results of the coefficient of determination of the path analysis of substructure 1 resulted in a modified R square value of 0.235. In this case, it is argued that patient satisfaction is affected by the hospital picture and quality of service by 23.5 percent. In comparison, the remaining 76.5 percent is influenced by other variables not analysed in this review. The outcome of the measurement of standardized beta coefficients, the effect of the hospital picture (X1) on patient satisfaction (Y1) is 0.228, and the service quality (X2) on patient satisfaction (Y1) is 0.325.

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