scholarly journals PENGARUH SISTEM PELAYANAN TERHADAP KUALITAS PELAYANAN UNIT TRANSFUSI DARAH PALANG MERAH INDONESIA KABUPATEN POLEWALI MANDAR PROVINSI SULAWESI BARAT

2021 ◽  
Vol 4 (1) ◽  
pp. 50-56
Author(s):  
Andi Ahmad Natas Sjuaib ◽  
Syamsul Bahri ◽  
Juharni Juharni
Keyword(s):  
Blood Transfusion ◽  
Service Quality ◽  
Service System ◽  
Blood Donation ◽  
Employee Performance ◽  
Service Systems ◽  
Red Cross ◽  
Positive Direction ◽  
Quantitative Research Methods

Kegiatan donor darah secara khusus menjadi tanggung jawab Unit Tranfusi Darah Palang Merah Indonesia Kabupaten Polewaali Mandar. Tujuan dalam penelitian ini untuk mengetahui dan menganalisis yaitu 1. kinerja pegawai dan sistem pelayanan berpengaruh terhadap kualitas pelayanan unit transfusi darah palang merah Indonesia Kabupaten Polewali Mandar Provinsi Sulawesi Barat. 2. kinerja pegawai berpengaruh terhadap kualitas pelayanan unit transfusi darah palang merah Indonesia Kabupaten Polewali Mandar Provinsi Sulawesi Barat. 3. Sistem pelayanan berpengaruh terhadap kualitas pelayanan unit transfusi darah palang merah Indonesia Kabupaten Polewali Mandar Provinsi Sulawesi Barat. dengan menggunakan metode penelitian kuantitatif dengan tipe penelitian survey. Survey adalah penelitian yang sumber data dan informasi utamanya diperoleh dari responden sebagai sampel penelitian dengan menggunakan kuesioner atau angket sebagai instrumen pengumpulan data. Hasil penelitian menunjukan bahwa kinerja pegawai dan sistem pelayanan memiliki arah yang positif dan berpengaruh secara signifikan terhadap kualitas pelayanan. Kinerja pegawai dan sistem pelayanan secara parsial mampu memberikan pengaruh terhadap kualitas pelayanan dan diketahui bahwa sistem pelayanan merupakan faktor yang memiliki pengaruh lebih besar dari pada kinerja pegawai terhadap kualitas pelayanan Unit Transfusi Darah Kabupaten Polewali Mandar. Blood donation activities are specifically the responsibility of the Indonesian Red Cross Blood Transfusion Unit, Polewaali Mandar Regency. The purpose of this study was to determine and analyze, namely: 1. employee performance and service systems affect the service quality of the Indonesian Red Cross blood transfusion unit, Polewali Mandar Regency, West Sulawesi Province. 2. Employee performance affects the service quality of the Indonesian Red Cross blood transfusion unit, Polewali Mandar Regency, West Sulawesi Province. 3. The service system affects the service quality of the Indonesian Red Cross blood transfusion unit, Polewali Mandar Regency, West Sulawesi Province. by using quantitative research methods with the type of survey research. Survey is research in which the main source of data and information is obtained from respondents as research samples by using questionnaires or questionnaires as data collection instruments. The results showed that the performance of employees and the service system had a positive direction and had a significant effect on service quality. Employee performance and service systems are partially able to influence the quality of service and it is known that the service system is a factor that has a greater influence than employee performance on the service quality of the Blood Transfusion Unit of Polewali Mandar Regency.

scholarly journals The Effect of Service Quality in the Formation of Brand Image: Fitness Center in Bekasi, West Java, Indonesia

2020 ◽  
Vol 7 (11) ◽  
pp. 119
Author(s):  
Alfia Pantjoro
Keyword(s):  
Service Quality ◽  
Quantitative Research ◽  
Service Industry ◽  
Brand Image ◽  
Services Quality ◽  
Image Formation ◽  
Quality Of Services ◽  
Quantitative Research Methods ◽  
Fitness Center

For companies that are engaged in the service industry, quality of service is one of important factor in establishing a positive brand image. The purpose of this study is to know (1) whether or not the effect of services quality on brand image formation of Gold's Gym Bekasi, (2) direction and magnitude of services quality on brand image formation of Gold's Gym Bekasi. The theory used in this research is the theory of services quality and brand image formation theory. This study uses quantitative research methods and involves as many as 96 respondents who have become members and have exercised in Gold's Gym Grand Metropolitan Mall Bekasi. The results found that there is an influence of 76% between services quality and brand image formation of the fitness center. This study shows the direction of positive influence, where if the quality of services is improved then the brand image formation of the fitness center will also increase by 0.571. The results of this study states that the service quality of services affects the brand image formation of the Gold's Gym Bekasi.

scholarly journals Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Jasa Penerbangan Batik Air Pada PT. Lion Group di Bandara Sultan Syarif Khasim II Pekanbaru

2018 ◽  
Vol 6 (2) ◽  
pp. 112
Author(s):  
Jeli Nata Liyas
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Research Methods ◽  
Quantitative Research ◽  
Quantitative Research Methods ◽  
Independent Variable ◽  
Count Table

This study aims to determine the effect of service quality on customer satisfaction at<br />Sultan Syarif Khasim II Airport Pekanbaru. Using a sample of 100 people. In this study the<br />authors use descriptive and quantitative research methods using SPSS method.From the<br />result of research, the value of titung variable of service quality is 20,764 and t value is table<br />1,660, so t &gt; t (20,764 &gt; 1,660) and significant value 0,000 &lt; 0,05, so it can be count table<br />concluded that service quality variable positively and significant customer satisfaction. The<br />value of R square = 0,815 means 81,5% influence of independent variable (Service Quality)<br />to dependent variable (Customer Satisfaction) equal to 81,5% and while remaining 18,5%<br />influenced by other variable not examined.Finally from this study can be concluded that<br />customer satisfaction has a positive and significant impact on customer satisfaction, so it is<br />advisable to Air Batik airline to be able to maintain and continue to improve the quality of<br />service.

scholarly journals The Effect of Service Quality and Marketing Programs on Third Party Funds

2019 ◽  
Vol 1 (1) ◽  
pp. 8-12
Author(s):  
Putri Rahmawati Septya ◽  
Pramudya A Taufik ◽  
Zacky Yusuf
Keyword(s):  
Service Quality ◽  
Research Methods ◽  
Quantitative Research ◽  
Third Party ◽  
Quality Of Services ◽  
Bank Branch ◽  
Quantitative Research Methods

Competition between banks is currently very tight. To win the competition the bank must pay attention to the needs and desires of its customers. The quality of services and marketing programs is thought to play an important role in the growth of Third Party Funds. This study aims to examine the Effect of Service Quality and Marketing Programs on Third Party Funds at DKI Bank Sunter Branch. This research uses quantitative research methods by distributing questionnaires. The population of this research is all new customers in 2018 at DKI Bank  Branch Sunter, which numbered 1000 customers, with a sample of 150 respondents. The results showed that partially and simultaneously the quality of services and marketing programs had a significant effect on Third Party Funds

scholarly journals PENGARUH KEPUASAN KERJA TERHADAP KINERJA KARYAWAN

2016 ◽  
Vol 2 (2) ◽  
pp. 15
Author(s):  
Afiyanisa Mauli ◽  
Mukaram Mukaram
Keyword(s):  
Job Satisfaction ◽  
Quantitative Research ◽  
Employee Performance ◽  
Linear Regression Analysis ◽  
Quantitative Research Methods ◽  
Employee Job Satisfaction ◽  
Food And Beverage ◽  
A Company ◽  
Work Knowledge

CV Cihanjuang Inti Teknik is a company that produces micro hydro and turbine, as well as body warmers drinks in the food and beverage division (makmin). The company has 135 employees. Employee satisfaction is one of the important things that must be considered by a company because as this will impact on the performance of employees. Employees who are satisfied will have the awareness to do the more responsible duties at the company. But the reality on the ground there are some employees who are often absent from work, it is seen through the attendance percentage of employees who are still far from the target of work presence that is equal to 95%, while the rate of attendance of employees in 2015 was only 84.25%. There are also as many as 40% of employees feel less satisfied with promotion opportunities provided by the company. This resulted in employees feel lazy to work because they feel his efforts are not appreciated despite working diligently but can not get the appropriate results in the form of promotion (promotion). This study aims to determine job satisfaction and employee performance as well as the effect of job satisfaction on employee performance in CV Cihanjuang Inti Teknik. The method used is quantitative research methods. Data analysis methods used are descriptive statistical analysis, the classical assumption test, simple correlation analysis, linear regression analysis, and hypothesis testing. The sample in this study were 101 respondents. In the data collection used questionnaire with Likert scale. Based on the results of data processing, employee job satisfaction in the category both in terms of Work Itself, benefits, promotion opportunities, supervision, and Coworkers. Then the employee's performance was in the category good views of the Working Quantity, Quality of Work, Knowledge About Work, Personal Quality, Cooperation, Trustworthy, and Initiative. The conclusion of this research that there is an influence of job satisfaction on the performance of employees is 49,9%.

scholarly journals ANALISIS KINERJA PEGAWAI BIDANG PENGENDALIAN DAN PENERTIBAN (DALTIB) PADA DINAS LALU LINTAS DAN ANGKUTAN JALAN DALAM MENGATASI KEMACETAN DI KOTA BOGOR

2017 ◽  
Vol 2 (1) ◽  
pp. 13
Author(s):  
Dea Hilmiah Halawi ◽  
Rita Rahmawati ◽  
Euis Salbiah
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Key Words ◽  
Employee Performance ◽  
Capital City ◽  
Survey Method ◽  
Road Transportation ◽  
Traffic Jam ◽  
Road Users

Traffic Jam is a major problem many cities in Indonesia, including in Bogor city. Traffic Jam in Bogor city  is almost equal to the capital city of Jakarta. There are many factors that caused traffic jam in Bogor. In addition to the number of population is increasing,  mobility of the population is also quite high. The purpose of this study was to determine employees performance of Department of Traffic and road transportation Bogor in handling of traffic jam. The method used in this research is survey method with quantitative approach. The results showed that the views of the dimensions of productivity, quality of service, responsiveness, responsibility, and accountability are very good category. Although the results of employee respondents considered that the assessment of employee performance has been very good, but in the view of the driver, passengers and road users were different. They noticed that traffic jam in Bogor City can not be addressed properly. Key words: Traffic Jam, Performance Employee, Service quality.

scholarly journals PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN DALAM MENGGUNAKAN LAYANAN OJEK ONLINE DI KARAWANG

2021 ◽  
Vol 6 (1) ◽  
pp. 19-28
Author(s):  
Lania Muharsih
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Quantitative Research ◽  
Service Providers ◽  
Sampling Technique ◽  
Coefficient Of Determination ◽  
Quantitative Research Methods ◽  
Positive Effect

The progress of this online transportation company certainly depends on the quality of service provided to its customers. Companies engaged in online-based transportation service providers are required to provide good service to their customers in order to satisfy their customers. This study aims to determine the effect of service quality on customer satisfaction in using online taxibike services in Karawang. The research method used is quantitative research methods with non-experimental research design. Sampling in this study was carried out by using a quota sampling technique. The number of samples in this study were 384 respondents. The method of data collection was carried out using service quality instruments with 57 valid items and customer satisfaction instruments with 29 valid items. Based on the Cronbach Alpha formula, the reliability coefficient of the service quality instrument is 0.978 and the customer satisfaction instrument is 0.907, which means that these two scales are very reliable. The results of the data analysis show that there is a positive effect of service quality on customer satisfaction in using online taxibike services in Karawang. This means that the better the quality of service provided by online taxibike service providers in Karawang, the higher customer satisfaction. The results of the calculation of the coefficient of determination show that service quality has a positive effect on customer satisfaction by 1.7%, while the other 98.3% are influenced by other variables not examined in this study. The suggestions for further research are examining other variables that can affect customer satisfaction, such as service quality and price.Keywords: Service quality, customer satisfaction, online taxibike Kemajuan perusahaan transportasi online ini tentunya bergantung pada kualitas pelayanan yang diberikan untuk para pelanggannya. Perusahaan yang bergerak di bidang jasa penyedia transportasi berbasis online dituntut untuk memberikan pelayanan yang baik kepada pelanggannya agar bisa memuaskan pelanggannya. Penelitian ini bertujuan untuk mengetahui pengaruh kualitas pelayanan terhadap kepuasan pelanggan dalam menggunakan layanan ojek online di Karawang. Metode penelitian yang digunakan adalah metode penelitian kuantitatif dengan desain penelitian non-eksperimental. Pengambilan sampel pada penelitian ini dilakukan dengan teknik pengambilan sampel kuota. Adapun jumlah sampel dalam penelitian ini sebanyak 384 responden. Metode pengumpulan data dilakukan dengan menggunakan instrumen kualitas pelayanan sebanyak 57 item sahih dan instrumen kepuasan pelanggan sebanyak 29 item sahih. Berdasarkan rumus Alpha Cronbach diperoleh koefisien reliabilitas instrumen kualitas pelayanan sebesar 0,978 dan instrumen kepuasan pelanggan sebesar 0,907, yang berarti kedua skala ini sangat reliabel. Hasil analisis data menunjukkan bahwa terdapat pengaruh positif kualitas pelayanan terhadap kepuasan pelanggan dalam menggunakan layanan ojek online di Karawang. Artinya semakin baik kualitas pelayanan yang diberikan penyedia jasa layanan ojek online di Karawang maka semakin tinggi kepuasan pelanggan. Hasil perhitungan koefisien determinasi menunjukkan bahwa kualitas pelayanan memberikan pengaruh positif terhadap kepuasan pelanggan sebesar 1,7%, sedangkan 98,3% lainnya dipengaruhi oleh variabel-variabel lain yang tidak diteliti dalam penelitian ini. Adapun saran untuk penelitian selanjutnya yaitu meneliti variabel-variabel lain yang dapat memengaruhi kepuasan pelanggan misalnya kualitas jasa dan harga.Kata Kunci: Kualitas pelayanan, kepuasan pelanggan, ojek online

scholarly journals ANALISIS KEPUASAN KONSUMEN PERUSAHAAN OTOBUS (PO) WASPADA BENGKULU

2021 ◽  
Vol 4 (3) ◽  
pp. 69
Author(s):  
Markoni Markoni
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Employee Performance ◽  
Sampling Technique ◽  
Quality Standards ◽  
Waiting Room ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Ease Of Access

This study aims to determine the level of customer satisfaction PO Waspada Bengkulu. The sample size is 75 people, and the incidental sampling technique. Data collection using a questionnaire, and then analyzed using the Customer Satisfaction Index (CSI) method, taking into account the level of consumer interest and employee performance levels. There are ten service elements studied, which include Employee Friendliness, Service Speed, Clarity of Departure Information, Waiting Room Comfort, Environmental Security, Passenger and Goods Safety, Ease of Access, Clarity of Rights and Obligations of Passengers, Clarity of Service Procedures, and Justice in Service Delivery. Customer Satisfaction Index (CSI) PO. Waspada Bengkulu that was obtained amounted to 74.1979 including Category (B) or Good. This shows that consumers of PO.Waspada Bengkulu can be said to be satisfied with the service they receive from the Company's employees. Judging from each service in general. Consumer PO. Waspada Be ngkulu satisfied with the service they received, because of the ten Service Elements studied, only one was included in Category (C) or not good, namely the service element, while the others were included in Category (B) or Good, there was even one element. namely Excessive Access Speed due to Very Good Employee Performance (A) while the interests of Consumers are ordinary. To maintain the quality of service to consumers and consumers who are satisfied with the services provided, it is suggested to the PO Management. Waspada Bengkulu to establish Service Quality Standards and establish Guidelines for Implementation of Service Quality Standards or Standard Operating Procedures (SOPs), supervise and evaluate periodically the implementation of services to consumers.

scholarly journals KUALITAS PELAYANAN PUBLIK DI KANTOR UTD PMI KOTA PEKANBARU

Jurnal Ners ◽  
2020 ◽  
Vol 4 (1) ◽  
pp. 59-67
Author(s):  
SUDARYANTO SUDARYANTO
Keyword(s):  
Qualitative Research ◽  
Blood Transfusion ◽  
Blood Donor ◽  
Public Services ◽  
Central Government ◽  
Blood Bank ◽  
Red Cross ◽  
Blood Donations ◽  
Active Involvement

Blood donor activities are specifically the responsibility of the Indonesian Red Cross Blood Transfusion Unit Pekanbaru City. In addition, there is also the authority of the hospital to form a Blood Bank and for certain cases special handling becomes the authority of the central government. Given the importance of blood for humanitarian missions, it is necessary to have the active involvement of all elements of society to donate blood regularly. From the observations made, it was found that problems were still found by people who were confused in administrative matters. Then there are still many Pekanbaru City residents who have never done blood donor activities, not all agencies that require employees to do blood donations. Therefore it is necessary to do qualitative research to overcome these problems using the Lijan Sipoltak theory. The informants used were blood donor and community apparatus units. As a result, the quality of public services has run according to applicable regulations but still needs improvement.

scholarly journals PENGARUH KEPEMIMPINAN ETIKAL, KOMITMEN DAN KEPUASAN KERJA TERHADAP KINERJA PEGAWAI

SOSCIED ◽  
2020 ◽  
Vol 3 (1) ◽  
pp. 35-48
Author(s):  
Balthasar Watunglawar ◽  
Katarina Leba
Keyword(s):  
Job Satisfaction ◽  
Organizational Commitment ◽  
Research Methods ◽  
Significant Influence ◽  
Ethical Leadership ◽  
Quantitative Research ◽  
Employee Performance ◽  
Quantitative Research Methods ◽  
Institutional Management

The purpose of this paper is to describe and analyze the influence of ethical leadership, organizational commitment, and job satisfaction on employee performance. To achieve these objectives, this study uses quantitative research methods. Data were collected through questionnaires and documentation of 38 respondents in Sorong City BKPSDM analyzed using SPSS 22. The results showed that there was a significant influence between ethical leadership, organizational commitment, and job satisfaction on employee performance. So to improve employee performance, the organization and institutional management must pay attention to improving the quality of leadership, organizational commitment, and job satisfaction. The findings of this study are expected to be useful for further researchers in the fields of management, accounting, administration and economics.    

scholarly journals PENGARUH KEPEMIMPINAN DAN KINERJA DOSEN TERHADAP MUTU PELAYANAN DI POLITEKNIK NEGERI BATAM

IQTISHODUNA ◽  
2013 ◽  
Vol 9 (2) ◽  
pp. 176-184
Author(s):  
Shinta Wahyu Hati
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
General Education ◽  
Effective Leadership ◽  
Employee Performance ◽  
College Level ◽  
Performance Variables ◽  
Service Object ◽  
Dominant Influence

In general education at the college level to prioritize quality of service as the primary goal, becausethe quality of service quality is a major factor to demonstrate the performance of the organization will be thedesire and commitment of stakeholders. This study aims to analyze the influence of leadership on employeeperformance and its effect on the quality of service. Object of this study is its staff Polytechnic Batam, RiauIsland. The samples were 50 employees lecturer. Data were collected using a questionnaire. The findings ofthis study indicate that the value of R square is 0.681. Shows the value of effective leadership and facultyperformance is quite good, will raise the quality of service at the Polytechnic of 68.1%. Subsequent researchfindings employee performance variables lecturer dominant influence on the quality of service quality inBatam Polytechnic of 55.9%

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