scholarly journals Kualitas Pelayanan Kesehatan Peserta Badan Penyelenggara Jaminan Sosial Kesehatan di Pusat Kesehatan Masyarakat Tanasitolo Kabupaten Wajo

2019 ◽  
Vol 1 (2) ◽  
pp. 33-41
Author(s):  
Ruslang Ruslang ◽  
Amir Imbaruddin ◽  
Halim Halim
Keyword(s):  
Physical Environment ◽  
Outcome Quality ◽  
Probability Sampling ◽  
Purposive Sampling ◽  
Interaction Quality ◽  
Environment Quality

Permasalahan dalam penelitian ini adalah Kualitas Pelayanan Kesehatan Peserta Badan Penyelenggara Jaminan Sosial Kesehatan di Pusat Kesehatan Masyarakat Tanasitolo Kabupaten Wajo. Penelitian ini bertujuan untuk mengetahui Kualitas Pelayanan Kesehatan Peserta Badan Penyelenggara Jaminan Sosial Kesehatan di Pusat Kesehatan Masyarakat Tanasitolo Kabupaten Wajo. Metode yang digunakan dalam penelitian adalah pendekatan kuantitatif dengan desain penelitian deskriptif. Populasi dalam penelitian ini adalah peserta Badan Penyelenggara Jaminan Sosial Kesehatan yang telah mendapatkan pelayanan kesehatan di Pusat Kesehatan Masyarakat Tanasitolo Kabupaten Wajo yang berjumlah 10.838 kunjungan. Penetapan sampel dengan menggunakan metode non-probability sampling dengan teknik purposive sampling, sehingga diperoleh sampel sebanyak 99 orang. Hasil penelitian ini menunjukkan bahwa komponen kualitas interaksi (interaction quality) yang mencakup sikap petugas, perilaku petugas dan keahlian petugas dengan nilai rata-rata 4,22 (kategori berkualitas). Komponen kualitas lingkungan fisik (physical environment quality) yang mencakup kondisi ruangan, desain ruangan dan faktor sosial dengan nilai rata-rata 4,04 (kategori berkualitas). Komponen kualitas hasil (outcome quality) yang mencakup kesan dengan nilai rata-rata 4,22 (kategori baik).

What drives experiential loyalty towards the banks? The case of Islamic banks in Indonesia

2019 ◽  
Vol 37 (2) ◽  
pp. 595-620 ◽  
Author(s):  
Hung-Che Wu ◽  
Ching-Chan Cheng ◽  
Ananda Sabil Hussein
Keyword(s):  
Physical Environment ◽  
Positive Influence ◽  
Outcome Quality ◽  
Islamic Banks ◽  
Convenience Sample ◽  
Content Type ◽  
Interaction Quality ◽  
Environment Quality ◽  
Affective Quality ◽  
Experiential Quality

PurposeThe purpose of this paper is to explore the structural relationship between experiential loyalty and its seven drivers – interaction quality, physical environment quality, outcome quality, affective quality, experiential quality, experiential trust and experiential satisfaction in the context of Islamic banks.Design/methodology/approachThe data used in this study were based on a convenience sample of 474 respondents from Jakarta, Bogor and Depok in Indonesia.FindingsInteraction quality, physical environment quality and outcome quality positively influence experiential quality, which in turn, leads to experiential trust. Also, experiential trust has a positive influence on experiential satisfaction. Both experiential trust and experiential satisfaction are determinants of experiential loyalty.Practical implicationsThe results will assist Islamic bank management in developing and implementing market-orientated service strategies to increase interaction quality, physical environment quality, outcome quality, affective quality experiential quality, experiential trust and experiential satisfaction in order to increase experiential loyalty.Originality/valueThis paper provides data that result in a better understanding of the relationships among interaction quality, physical environment quality, outcome quality, affective quality, experiential quality, experiential trust, experiential satisfaction and experiential loyalty in the context of Islamic banks.

Service Quality and Satisfaction within Campus Recreation: The Moderating Role of Identification

2010 ◽  
Vol 34 (1) ◽  
pp. 9-23 ◽  
Author(s):  
David J. Shonk ◽  
Julie Wallace Carr ◽  
Peter E. De Michele
Keyword(s):  
Service Quality ◽  
Physical Environment ◽  
Interactive Effect ◽  
The United States ◽  
Program Quality ◽  
Campus Recreation ◽  
Outcome Quality ◽  
Quality Factors ◽  
Interaction Quality ◽  
Environment Quality

The current study integrated the services marketing and social identity literature to examine the moderating effect of Identification on the relationship between service quality factors (i.e., Program Quality, Interaction Quality, Outcome Quality, Physical Environment Quality) and Satisfaction. The study was administered using a modified version of Ko and Pastore's (2007) Scale of Service Quality in Recreational Sports (SSQRS) and Wann and Branscombe's (1990) team identification questionnaire. Data were collected from more than 4,000 campus faculty and undergraduate student recreational users attending a university within the Middle Atlantic region of the United States. Results of the regression analysis demonstrated that Identification had a significant interactive effect when added to Outcome Quality, F(1, 3663) = 105.869, p < .001, such that higher Identification is related to higher Satisfaction. Identification also had a significant interactive effect with Program Quality, F(1, 3850) = 25.281, p < .001, such that higher Identification is related to lower Satisfaction. There was no significant interactive effect between Identification and Interaction Quality, F(1, 3692) = 1.464, p = .226; and Physical Environment Quality, F(1, 3721) = 1.977, p = .160. The findings have important implications for campus recreation professionals.

scholarly journals Faktor yang Mempengaruhi Kepuasan Pengguna Layanan pada Unit Pelayanan Disdukcapil Kota Bogor

2017 ◽  
Vol 8 (1) ◽  
pp. 1-14 ◽  
Author(s):  
Nurullah Sururi Afif ◽  
Jono M Munandar ◽  
Ma'mun Sarma
Keyword(s):  
Structural Equation Modeling ◽  
Physical Environment ◽  
Structural Equation ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Outcome Quality ◽  
Interaction Quality ◽  
Environment Quality

Berdasarkan data BPS Kota Bogor tahun 2014, Kota Bogor mempunyai populasi yang terus meningkat dari tahun ke tahun. Salah satu administrasi kependudukan yang banyak dibutuhkan adalah KTP, hal ini merupakan bagian yang penting dimiliki serta merupakan kewajiban bagi setiap masyarakatusia tertentu untuk memilikinya. Pelayanan yang diberikan diharapkan dapat memenuhi kebutuhan pengguna layanan sehingga dapat meningkatkan kepuasan pengguna layanan. Pengambilan sample dalam penelitian ini adalah sebanyak 100 responden. Pengolahan data dalam penelitian ini menggunakan Structural Equation Modeling (SEM) dengan Partial least Square. Pengguna layanan didominasi oleh remaja antara usia 17 -20 tahun yaitu sebesar 50%. Hasil analisis menunjukan bahwa physical environment quality, harga (price) berpengaruh terhadap kepuasan pengguna layanan, sedangkan interaction Quality, Outcome Quality tidak berpengaruh terhadap kepuasan penggunalayanan.

scholarly journals The effect of sharia experience quality on customer loyalty

2021 ◽  
pp. 909-916
Author(s):  
Estik Hari Prastiwi ◽  
Surachman Surachman ◽  
Sunaryo Sunaryo ◽  
Ananda Sabil Hussein
Keyword(s):  
Customer Satisfaction ◽  
Religious Experience ◽  
Customer Loyalty ◽  
Physical Environment ◽  
Second Order ◽  
Outcome Quality ◽  
Islamic Banks ◽  
Purposive Sampling ◽  
Environment Quality ◽  
Sample Technique

This study aims to validate the dimensions of sharia experience quality and to determine the effect of sharia experience quality on customer loyalty by customer satisfaction as mediation variable. The sample technique of this study was a purposive sampling of 150 respondents who conducted financing at Islamic banks. SEM-PLS is used to test hypotheses. The results of the second order evaluation show that integration quality, physical environment quality, outcome quality, compliance sharia knowledge, and responsive religious experience had strong effects on sharia experience quality. Sharia experience quality had a significant effect on customer loyalty and customer satisfaction as a partial mediation of sharia experience quality on customer loyalty.

scholarly journals INTERACTION QUALITY, PHYSICAL ENVIRONMENT QUALITY, OUTCOME QUALITY DAN KEPUASAN KONSUMEN DEPITSTOP

PERFORMA ◽  
2020 ◽  
Vol 5 (1) ◽  
pp. 1-8
Author(s):  
Rudy Rudy
Keyword(s):  
Physical Environment ◽  
Outcome Quality ◽  
Interaction Quality ◽  
Environment Quality ◽  
Reward And Punishment

DEPITSTOP merupakan perusahaan yang bergerak dibidang perawatan kendaraan yang berfokus pada autodetailing dan coating specialist. DEPITSTOP mulai dijalankan sejak tahun 2015. Pada tahun 2016, DEPITSTOP mulai mengembangkan usaha pada bidang variasi, seperti menjual dan memasang klakson, alarm, kaca film dan lain-lain. Selanjutnya pada tahun 2017, DEPITSTOP juga membuka persewaan kendaraan roda dua, khususnya motor Nmax. Penelitian ini bertujuan untuk mengetahui pengaruh interaction quality, physical environment quality dan outcome quality terhadap kepuasan konsumen DEPITSTOP. Jenis penelitian yang digunakan pada penelitian inivadalah metode penelitian kuantitatif dengan pendekatan survei. Instrumen yang digunakan untuk mengumpulkan data pada penelitian ini adalah kuesioner yang dibagikan kepada 71 orang konsumen DEPITSTOP yang telah menggunakan jasa  DEPITSTOP minimal dua kali dan berusia di atas 17 tahun. Hasil analisis regresi penelitian ini menyimpulkan bahwa interaction quality yang diberikan karyawan DEPITSTOP berpengaruh terhadap kepuasan konsumen, phyisical environment quality yang dimiliki DEPITSTOP berpengaruh terhadap kepuasan konsumen, dan outcome quality dari pelayanan yang diberikan karyawan DEPITSTOP berpengaruh terhadap kepuasan konsumen. Hasil penelitian ini terbukti mendukung ketiga hipotesis yang diajukan. Implikasi manajerial yang dapat diberikan kepada manajemen DEPITSTOP adalah sebagai berikut: Manajemen DEPITSTOP perlu membuat SOP yang menjabarkan secara jelas langkah-langkah dalam memberi layanan kepada konsumen Adanya pelatihan dari expert kepada masingmasing karyawan diharapkan dapat meningkatkan skill karyawan dan berdampak pula pada hasil akhir dari pekerjaan yang diterima oleh karyawan; Manajemen DEPITSTOP perlu memanggil expert untuk memberi pelatihan kepada karyawan; Manajemen DEPITSTOP perlu menerapkan sistem reward and punishment; Adanya SOP yang selalu dikomunikasikan setiap hari sebelum bengkel DEPITSTOP dibuka; Adanya pelatihan dari expert kepada masingmasing karyawan diharapkan dapat meningkatkan skill karyawan dan berdampak pula pada hasil akhir dari pekerjaan yang diterima oleh karyawan.

scholarly journals Pengaruh Kualitas Layanan Terhadap Komitmen Afektif, Komitmen Normatif, Komitmen Kontinuan Serta Loyalitas Nasabah Debitur Pada Pt. Bank Kalbar Di Kalimantan Barat

2012 ◽  
Vol 5 (2) ◽  
Author(s):  
Nur Afifah
Keyword(s):  
Structural Equation Modeling ◽  
Relationship Marketing ◽  
Structural Equation ◽  
Customer Relationship ◽  
Equation Modeling ◽  
Cluster Sampling ◽  
Outcome Quality ◽  
Interaction Quality ◽  
Environment Quality

Perusahaan perbankan saat ini harus berupaya semaksimal mungkin untuk menciptakan pengalaman pelanggan terhadap kualitas layanan, dikarenakan memiliki dampak terhadap hasil hubungan pelanggan (Customer Relationship). Salah satu kunci sukses dalam industri perbankan adalah dibutuhkannya interaksi personal dalam bentuk implementasi strategi relationship marketing (pemasaran relasi), hal ini dikarenakan sifat layanan yang tidak berwujud dan tidak bisa dipisahkan dari penyedia layanan dengan demikian lembaga perbankan harus peduli dengan pengembangan dan pengelolaan hubungan dengan pelanggan.Tujuan studi ini mengkaji pengaruh kualitas layanan terhadap komitmen afektif, komitmen normatif, komitmen kontinuan serta loyalitas nasabah debitur pada PT. Bank Kalbar di Kalimantan Barat. Hal ini di karenakan, kualitas layanan selain memiliki efek pada komitmen hubungan, kualitas layanan yang disampaikan dapat menjadi motivasi dalam diri nasabah debitur untuk melanjutkan hubungan dengan perusahaan perbankan. Komitmen pelanggan dipandang sebagai faktor kunci dalam retensi pelanggan dan loyalitas, sedangkan kualitas layanan umumnya dipandang sebagai struktur utama yang mendorong loyalitas pelanggan. Dalam studi ini, ukuran kualitas layanan diantaranya, adalah; kualitas interaksi (interaction quality), kualitas lingkungan (environment quality) dan kualitas hasil akhir (outcome quality). Adapun komitmen pelanggan, dalam hal ini dibedakan menjadi tiga yaitu, komitmen afektif, komitmen normatif dan komitmen kontinuan.Sampel dalam studi ini adalah 126 nasabah debitur PT. Bank Kalbar di Kalimantan Barat yang menggunakan kredit untuk kegiatan usaha dan minimal satu kali transaksi peminjaman, dengan menggunakan teknik cluster sampling untuk menentukan kantor cabang dikarenakan lokasi PT. Bank Kalbar menyebar secara geografis serta proporsional sampel dalam menetapkan jumlah responden pada masing-masing cabang. Teknik analisi data dengan Structural Equation Modeling (SEM). Hasil study mengatakan bahwa kualitas layanan berpengaruh signifikan terhadap komitmen afektif, komitmen normatif, dan komitmen kontinuan, dan kualitas layanan berpengaruh signifikan terhadap loyalitas, serta komitmen afektif, komitmen normatif dan komitmen kontinuan berpengaruh signifikan terhadap loyalitas nasabah debitur PT. Bank Kalbar di Kalimantan Barat.

FACTORS INFLUENCING WORD OF MOUTH INTENTION IN THE HEALTHY RESTAURANT INDUSTRY IN JAKARTA, INDONESIA

2020 ◽  
Vol 8 (11) ◽  
pp. 126-140
Author(s):  
Innocentius Bernarto
Keyword(s):  
Food Quality ◽  
Physical Environment ◽  
Word Of Mouth ◽  
Perceived Value ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Interaction Quality ◽  
Environment Quality ◽  
Personal Interaction

This research aims to understand whether food quality, personal interaction quality, physical environment qualtiy, and perceived value are positively related to satisfaction and its impact to commitment, trust, and word of mouth. The target population are customers who dined in healthy restaurants in Jakarta. The data was collected using questionnaire. There was a total of 403 respondents involved using convenience sampling method. The data was analyzed using Partial Least Square-Structural Equation Modeling approach of SmartPLS 3.0 software. The results show that the food quality, personal interaction quality, physical environment quality, and perceived value were positively related to satisfaction. In addition, satisfction was also positively related to trust, commitment, and word of mouth. Meanwhile, commitment was positively related to word of mouth. However, trust was not positively related to word of mouth. Keywords: Food Quality, Personal Interaction Quality, Physical Environment Quality, Perceived Value, Satisfaction, Trust, Commitment, Word of Mouth.

scholarly journals Pengaruh Kinerja Pelayanan Terhadap Loyalitas Pelanggan

2017 ◽  
Vol 3 (1) ◽  
pp. 29
Author(s):  
Devi Elvita ◽  
Tintin Suhaeni
Keyword(s):  
Multiple Regression ◽  
Customer Loyalty ◽  
Physical Environment ◽  
Sampling Technique ◽  
Service Performance ◽  
Outcome Quality ◽  
Analysis Method ◽  
Service Line ◽  
Environment Quality ◽  
Quota Sampling

This study aims to determine the performance of services and customer loyalty mail and parcel as well as how much the influence of service performance to customer loyalty of mail and parcel in PT Pos Indonesia Bandung. Quota sampling technique was used to collect data through questionnaires to 115 people who use the services of courier mail and parcel post with Likert scale. The analysis method used is the multiple regression. The results showed that the performance of services in PT Pos Indonesia are in the category of good/high in terms of interaction quality, physical environment quality, and outcome quality. While customer loyalty mail and parcel that are in the category of average in terms of repeat purchase, purchases across product and service line, refers others and demonstrates immunity to the pull of the competition. The conclusion is the performance of services significantly affect customer loyalty mail and parcel in PT Pos Indonesia Bandung amounted to 54.7%.

What drives green experiential loyalty towards green restaurants?

2019 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Hung-Che Wu ◽  
Ching-Chan Cheng ◽  
Chi-Han Ai
Keyword(s):  
Physical Environment ◽  
Structural Equation ◽  
Equation Modeling ◽  
Hierarchical Regression ◽  
Emotional Attachment ◽  
Outcome Quality ◽  
Content Type ◽  
Environment Quality ◽  
Level Model ◽  
Experiential Quality

Purpose The purpose of this paper is to use a multi-level model as a framework to examine the relationships among experiential quality, green emotional attachment, green image, green switching experience, green experiential satisfaction and green experiential loyalty for the green restaurant industry. Design/methodology/approach The data used in this study were based on a sample of 515 customers at a green restaurant in Taipei City of Taiwan. Data were analyzed using structural equation modeling and hierarchical regression analysis. Findings The findings identify that interaction quality, peer-to-peer quality, physical environment quality, outcome quality, enjoyment quality and management quality influence experiential quality, which in turn results in green emotional attachment and green image respectively. Experiential quality, green image and green switching experience influence green experiential satisfaction, which in turn results in green emotional attachment. Green loyalty is influenced by green emotional attachment, green image, green experiential satisfaction and green switching experience. Green image moderates the relationships between experiential quality, physical environment quality and outcome quality. Practical implications To increase experiential quality and green emotional attachment, enhance green image, green experiential satisfaction and green loyalty and decrease green switching experience, the study findings will help green restaurant management develop and implement market-orientated service strategies. Originality/value This is the first study to investigate the effects of experiential quality, green emotional attachment, green image, green switching experience and green experiential satisfaction on green experiential loyalty in a green restaurant setting.

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