scholarly journals PENGARUH KOMITMEN MANAJEMEN, PERILAKU POSITIF TENAGA KESEHATAN DAN DUKUNGAN DINKES TERHADAP KUALITAS LAYANAN PADA UPTD PUSKESMAS DI KABUPATEN BARITO SELATAN PROVINSI KALIMANTAN TENGAH

KINDAI ◽  
2021 ◽  
Vol 17 (2) ◽  
pp. 227-241
Author(s):  
Setia Lestari
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Health Workers ◽  
Hypothesis Test ◽  
Positive Behavior ◽  
Central Kalimantan ◽  
Management Commitment ◽  
Study Population ◽  
Behavior Health

Abstrak: Setia Lestari,  Npm.1911.32202.5182, Pengaruh Komitmen Manajemen, Perilaku Positif Tenaga Kesehatan Dan Dukungan Dinkes Terhadap Kualitas Layanan Pada UPTD Puskesmas Di Kabupaten Barito Selatan Provinsi Kalimantan Tengah, Dibawah Bimbingan Lanny Purnama Kosasi Dan H.M. Zaid Abdurakhman, 2021. Tujuan penelitian ini adalah Untuk mengetahui dan menganalisi pengaruh komitmen manajemen, perilaku positif tenaga kesehatan dan dukungan Dinkes berpengaruh  secara simultan terhadap kualitas layanan, Untuk mengetahui dan menganalisi pengaruh komitmen manajemen, perilaku positif tenaga kesehatan dan dukungan Dinkes berpengaruh  secara parsial terhadap kualitas layanan dan untuk mengetahui dan menganalisis diantara komitmen manajemen, perilaku positif tenaga kesehatan dan dukungan Dinkes yang berpengaruh dominan terhadap kualitas layanan pada UPTD Puskesmas di Kabupaten Barito Selatan Provinsi Kalimantan Tengah.Populasi penelitian adalah tenaga kesehatan di UPTD Puskesmas di Kabupaten Barito Selatan Provinsi Kalimantan Tengah 685 sedangkan sampel 87 responden dengan analisis regresi berganda. Hasi uji hipotesis pertama diketahui bahwa komitmen manajemen, perilaku positif tenaga kesehatan dan dukungan Dinkes berpengaruh signfikan secara simultan terhadap kualitas layanan, uji hipotesis kedua diketahui bahwa komitmen manajemen, perilaku positif tenaga kesehatan dan dukungan Dinkes berpengaruh signfikan secara parsial terhadap kualitas layanan dan hasi uji hipotesis ketiga diketahui bahwa komitmen manajemen, berpengaruh signfikan secara dominan terhadap kualitas layanan pada UPTD Puskesmas di Kabupaten Barito Selatan Provinsi Kalimantan Tengah.   Kata Kunci : Komitmen Manajemen, Perilaku Positif, Dukungan Dinkes dan  Kualitas Layanan     Abstract: Setia Lestari, Npm.1911.32202.5182, The Effect Of Management Commitment, Positive Behavior Of Health Personnel And Dhopping Support On Quality Of Service At The UPTD Puskesmas In Barito Selatan District Province Kalimantan, Tengah. Under The Guidance Lanny Purnama Kosasi And Zaid Abdurakhman, 2021. The purpose of this study was to determine and analyze the effect of management commitment, positive behavior of health workers and the support of the Health Office simultaneously influence the quality of service, to determine and analyze the effect of management commitment, positive behavior of health workers and support from the Health Office partially affect service quality and to determine and analyze between management commitment, positive behavior of health workers and support from the Health Office which have a dominant influence on service quality at UPTD Puskesmas in South Barito Regency, Central Kalimantan Province. The study population was health workers at the UPTD Puskesmas in South Barito Regency, Central Kalimantan Province, 685 while the sample was 87 respondents with multiple regression analysis. The results of the first hypothesis test are known that management commitment, positive behavior of health workers and support from the Health Office have a significant simultaneous effect on service quality, the second hypothesis test is known that management commitment, positive behavior of health workers and support from the Health Office have a partially significant effect on service quality and the results of hypothesis testing Third, it is known that management commitment has a dominant significant effect on service quality at the UPTD Puskesmas in South Barito Regency, Central Kalimantan Province.   Keywords: Management Commitment, Positive Behavior, Health Office Support and Service Quality

scholarly journals Effect of Service Quality and Price on Customer Satisfaction at Kartika Candra in Jakarta

2020 ◽  
Vol 10 (1) ◽  
pp. 113
Author(s):  
Raden Roro Ayumetarini
Keyword(s):  
Quality Of Service ◽  
Statistical Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Hypothesis Testing ◽  
Hypothesis Test ◽  
Regression Testing ◽  
Analysis Technique

This study aims to determine the effect of service quality and price on customer satisfaction at Kartika Candra in Jakarta. The method used was explanatory research with a sample of 96 respondents. The analysis technique uses statistical analysis with regression testing, correlation, determination and hypothesis testing. The results of this study the quality of service significantly influence customer satisfaction by 40.6%, hypothesis testing obtained significance 0,000 <0.05. Price significantly influence customer satisfaction by 40.0%, the hypothesis test obtained significance of 0,000 <0.05. Service quality and price simultaneously have a significant effect on customer satisfaction by 50.3%, hypothesis testing obtained significance 0,000 <0.05.

scholarly journals Customer Satisfaction Is Effected By The Quality Of Service: A Case Study Indonesian

2021 ◽  
Vol 12 (3) ◽  
pp. 3560-3567
Author(s):  
Rusdiyanto Et.al
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Quantitative Methods ◽  
Statistical Tests ◽  
Collection Method ◽  
Study Population ◽  
The Right

This study aims to determine and analyze the effect of service quality indicators in measurement using Tangible, Emphaty, Reliability, Responsiveness, and Assurance on Banking Customer Satisfaction in Indonesia.This research uses quantitative methods that are descriptive and tends to analyze using an inductive approach. This type of research uses Explanatary Research, the study population uses banking customers. The data collection method in this study is to spread questions with the right target, the questionnaire in this study has requirements that must be met: The questions are factual, the questions are opinion, the questions are self-perception.The findings in this study explain that service quality affects customer satisfaction, the results of statistical tests with t test can be concluded that service quality has an influence on banking customer satisfaction.

scholarly journals Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Transportasi Online GrabBike Pada Mahasiswa Fakultas Ilmu Sosial Dan Politik Universitas Sam Ratulangi

2019 ◽  
Vol 9 (1) ◽  
pp. 19
Author(s):  
Reinhard K. Soromi ◽  
Frendy A. O. Pelleng ◽  
Johnny A. F. Kalangi
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Regression Coefficient ◽  
Hypothesis Test ◽  
Quality Data ◽  
Coefficient Of Determination ◽  
Test Results ◽  
Political Sciences

The purpose of this study was to determine the effect of service quality on customer satisfaction using GrabBike online transportation services to students of the Sam Ratulangi University Faculty of Social and Political Sciences. This type of research is quantitative descriptive. The relationship between quality of service and costumer satisfactions assists the costumer in revising its perception of service quality. Data Validity Test Results obtained all statement items declared valid. Data reliability test results of data obtained are stated that the data is reliable. The results of simple linear regression cost value more then the regression coefficient so that the regression coefficient is positive. The results of hypothesis test based on the significance value of the Coefficients table obtained significance, so that it can be concluded that the service quality variable affects the variable customer satisfaction. The test results of the coefficient of determination Adjusted R Square value which states the variable customer satisfaction is influenced by service quality variables, while the remaining is influenced by other variables that are not in this study. hence the correlation coefficient, which is included in the strong category so that there is a strong relationship between the quality of service to customer satisfaction and online GrabBike transportation to students of the Faculty of Social and Political Sciences, Sam Ratulangi University.

scholarly journals Effect of Promotion and Service Quality on Customer Satisfaction at PT. Surya Karya Prima in Jakarta

2020 ◽  
Vol 7 (1) ◽  
pp. 65
Author(s):  
Triyadi Triyadi
Keyword(s):  
Quality Of Service ◽  
Statistical Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Hypothesis Testing ◽  
Hypothesis Test ◽  
Regression Testing ◽  
Analysis Technique

Fulfillment of customer desires becomes very important in determining the quality of service, because what determines whether or not the quality of service is not producers or companies but consumers. This study aims to determine the effect of promotion and service quality on customer satisfaction at PT. Surya Karya Prima in Jakarta. The method used was explanatory research with a sample of 100 respondents. The analysis technique uses statistical analysis with regression testing, correlation, determination and hypothesis testing. The results of this study have a significant effect on customer satisfaction by 38.7%, hypothesis testing obtained significance 0,000 <0.05. Service quality has a significant effect on customer satisfaction by 48.5%, the hypothesis test obtained significance 0,000 <0.05. Promotion and quality of service simultaneously have a significant effect on customer satisfaction by 56.0%, hypothesis testing obtained significance 0,000 <0.05.

scholarly journals Analisis Kualitas Pelayanan yang Diberikan Koperasi Restu Berdikari Kecamatan Sungai Tebelian Kabupaten Sintang

2013 ◽  
Vol 9 (3) ◽  
pp. 268
Author(s):  
Devi Yasmin ◽  
Supriyadi Sup
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Primary Data ◽  
Survey Method ◽  
Savings And Loans ◽  
Five Dimensions ◽  
Savings And Loan ◽  
Study Population ◽  
The Difference

This study discusses the quality of service given the blessing of self-sustained cooperative Sungai Tebelian Kabupaten Sintang. This study aims to determine the quality of service that includes tangible dimension, reliability, responsiveness, assurance and empathy. This type of research used in this research is the survey method. Data collection techniques are the primary data, interviews, questionnaires. The study population numbered 808 members and 100 of whom were sampled. The selected sample of Purporsive Sampling with the criteria set by saving at least 5 months old and all members of the cooperative blessing respondents who self-sufficient savings and loans. Technical analysis is the analysis of the data used servqual score = score of expectation-perception score is calculating the difference or (Gap) to determine the quality of service. Of the five dimensions of service quality Restu Cooperative of Self-reliance can be concluded that the positive savings and loan service users are not satisfied with the quality of service cooperatives Restu Berdikari for service quality Servqual score of 0.37 was obtained. The analysis showed that the expected value is greater than the perceptions of members of the cooperative, means a greater quality of service expectations than on reality. The results of this study indicate members' responses to service quality Restu Berdikari Cooperative shows that most responding dissatisfied. Items that are greatest difference is the responsiveness of the employees of cooperatives is 0.66.Keywords: Service Quality, Koperasi Restu Berdikari, Kabupaten Sintang

The Importance of Personal Shopper’s Services to Support Consumer Mobility

2018 ◽  
Vol 7 (4.34) ◽  
pp. 327
Author(s):  
Ayuningtyas Y Hapsari ◽  
Mohd Haizam Mohd Saudi ◽  
. .
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Hypothesis Test ◽  
Quality Of Services ◽  
Purchasing Decisions ◽  
Verification Method ◽  
Great Demand ◽  
Accuracy Level ◽  
Very High

The demand for personal shopper is very high. A personal shopper becomes a new profession that is in great demand, especially for women, they can be personal shopper only with high trust capital. This study aims to determine the effect of service quality on purchasing decisions and the effect of pricing on purchasing decisions. And to find out how much influence the quality of services and pricing on purchasing decisions. This study used a descriptive verification method by distributing questionnaires to 115 consumers who never used personal shopper services and using accuracy level tests, feasibility tests for the Hosmer and Lemeshow models, the linear test for square r and the hypothesis test. Based on the results of calculations, it can be found that the quality of service has an influence on purchasing decisions and pricing has an influence on purchasing decisions.  

scholarly journals Analisis Komunikasi Pemasaran Terpadu dan Kualitas Pelayanan terhadap Citra Perguruan Tinggi pada Keputusan Menjadi Mahasiswa S1 Ilmu Komunikasi Stikom Bandung

2018 ◽  
pp. 79-90
Author(s):  
Rachmat Taufik
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Random Sampling ◽  
Hypothesis Test ◽  
Marketing Communications ◽  
Integrated Marketing Communications ◽  
Integrated Marketing ◽  
The University ◽  
Academic Year

Abstract. This study aims to reveal the integrated marketing communication, service quality, image-making college and became a student STIKOM Bandung. In addition this study also aims to determine how much influence the integrated marketing communications and service quality to the image of the university in Bandung STIKOM and determine how much influence the image of the college to the decision a student STIKOM Bandung. Locus research conducted in Bandung STIKOM through random sampling method with iterative model approach. The number of samples processed as many as 116 respondents, out of a population of 408 active students STIKOM Bandung, the academic year 2012/2013 until 2016/2017 academic year. The data collection techniques done through questionnaires, interviews and direct observation. In this study the variables studied was integrated marketing communications and service quality, which serves as the independent variables, as well as the image of the university and the decision to become a student as a dependent variable. As for the hypothesis test, path analysis and multiple regression analysis method to test the hypothesis of F test and t test at level α = 0.05. SPSS. The results of data analysis and processing, concluded as follows: 1) integrated marketing communications partial effect on the image of the college. 2) The service quality is partially affected the image of the college. 3) integrated marketing communications and quality of service simultaneously affect the image of higher education, and 4) The image of the college is partially an effect on a student's decision of STIKOM Bandung. Keywords: integrated marketing communications, quality of service, the image of the college, the decision to become a student. Abstrak. Penelitian ini bertujuan untuk mengetahui gambaran komunikasi pemasaran terpadu, kualitas pelayanan, citra perguruan tinggi dan keputusan menjadi mahasiswa STIKOM Bandung. Selain itu penelitian ini bertujuan pula untuk mengetahui seberapa besar pengaruh komunikasi pemasaran terpadu dan kualitas pelayanan terhadap citra perguruan tinggi di STIKOM Bandung dan mengetahui seberapa besar pengaruh citra perguruan tinggi terhadap keputusan menjadi mahasiswa STIKOM Bandung. Lokus penelitian dilaksanakan di STIKOM Bandung melalui metode random sampling dengan pendekatan model iterasi. Jumlah sampel yang diolah yaitu sebanyak 116 orang responden, dari jumlah populasi 408 mahasiswa aktif STIKOM Bandung, tahun akademik 2012/2013 sampai dengan tahun akademik 2016/2017. Adapun teknik pengumpulan data dilakukan melalui angket, wawancara dan observasi langsung. Dalam penelitian ini variabel yang diteliti adalah komunikasi pemasaran terpadu dan kualitas pelayanan , yang berfungsi sebagai variabel bebas, serta citra perguruan tinggi dan keputusan menjadi mahasiswa sebagai variabel terikat. Adapun untuk menguji hipotesis digunakan analisis jalur dan Metode analisis regresi berganda untuk menguji hipotesis digunakan uji F dan uji t pada tingkat α = 0,05. dengan bantuan program SPSS. Hasil pengolahan dan analisis data, menghasilkan kesimpulan sebagai berikut: 1) Komunikasi pemasaran terpadu berpengaruh secara parsial terhadap citra perguruan tinggi. 2) Kualitas pelayanan berpengaruh secara parsial terhadap citra perguruan tinggi. 3) Komunikasi pemasaran terpadu dan kualitas pelayanan secara simultan berpengaruh terhadap citra perguruan tinggi, dan 4) Citra perguruan tinggi secara parsial berpengaruh terhadap keputusan menjadi mahasiswa STIKOM Bandung. Kata kunci: Komunikasi pemasaran terpadu, kualitas pelayanan, citra perguruan tinggi, keputusan menjadi mahasiswa

scholarly journals The Influence of Price and Service Quality on Customer Satisfaction at PT Sarana Estate

2020 ◽  
Vol 6 (2) ◽  
pp. 217
Author(s):  
Aris Ariyanto
Keyword(s):  
Quality Of Service ◽  
Statistical Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Hypothesis Testing ◽  
Hypothesis Test ◽  
Analytical Techniques ◽  
Regression Testing

This study aims to determine the effect of price and service quality on customer satisfaction at PT. Estate Facilities. The method used is explanatory research with analytical techniques using statistical analysis with regression testing, correlation, determination, and hypothesis testing. The results of this study have a significant effect on customer satisfaction by 41.5%, the hypothesis test obtained tcount> ttable or (8.130> 1.986). Service quality has a significant effect on customer satisfaction by 43.1%, the hypothesis test is obtained tcount> ttable or (8,401> 1,986). Price and quality of service simultaneously have a significant effect on customer satisfaction by 52.8%, the hypothesis test is obtained Fcount> Ftable or (51,366> 2,700).

scholarly journals THE INFLUENCE OF SERVICE QUALITY ON CUSTOMER SATISFACTION AT CIMB BANK, SOLOK CITY WEST SUMATERA

2019 ◽  
Vol 3 (1) ◽  
pp. 63
Author(s):  
Rini Parmila Yanti ◽  
Yeni M ◽  
Sartia Yuliana
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Hypothesis Testing ◽  
Hypothesis Test ◽  
Service Excellence ◽  
Qualitative And Quantitative ◽  
Positive Effects ◽  
Service Need

The objectives to be achieved through this research are as follows: 1). To Learn How to Shape Commercial Service Quality at At CIMB Bank, Solok City West Sumatera .2). To Learn How to Form Customer Satisfaction At CIMB Bank, Solok City West Sumatera. 3). To Learn How to Influence of Service Quality on Customer Satisfaction At Cimb Bank Solok City West Sumatera Influence research on the implementation of service quality on customer satisfaction At CIMB Bank, Solok City West Sumatera. This effect, researchers using survey research method with qualitative and quantitative approaches. From the research results presented the following conclusions: 1) .The quality of service At CIMB Bank, Solok City West Sumatera still less for it needs to be improved again service excellence so that customers feel more comfortable and happy in bertransaksi.2) Satisfaction in the service At CIMB Bank, Solok City West Sumatera should be increased to clients that the service is fast and accurate and easy to transaction At CIMB Bank, Solok City West Sumatera. 3) Based on the results of hypothesis testing results obtained through the correlation between the Influence Quality of service (X) to the satisfaction of the customer (Y) is obtained by 0868, meaning between Quality of service and satisfaction of customers there is a very strong and positive with a significant level less than 0.005, namely of 0000. While the value of determinant coefficient (R-Square) Influence Quality of service X) is equal to 0754, or 75.4%, where the variation increases and decreases in customer satisfaction (Y) can be explained by the variable quality of service Influence of 75.4%, while the remaining 24.8% customer satisfaction influenced by other factors not included in the variables studied. To test the regression Y = a + bX obtained Y = 172+ 0513 (Quality of service), this shows the positive effects generated by the quality of service to the satisfaction of the customer. This means that if the quality of service (X) is increased by 1 point then it will give effect to customer satisfaction for 172+ 0513 Based on the hypothesis test (t test) obtained t count of 12 118 while ttabel amounted to 1,671. Thus t count 12 118> ttable 1671, so the hypothesis (Ho) is rejected and (Ha) received acceptable. This means that there is the influence of service quality on customer satisfaction. In connection with the above conclusions, put forward suggestions as follows: 1. To improve the quality of service should be a reform of the Bank as provided briefing for employees and improving facilities for the convenience customers. 2. To increase employee satisfaction can provide the best service to customers so that customers feel comfortable and pleased.3. Based on the results of hypothesis testing there is influence between service quality and customer satisfaction. to see the influence between service quality and customer satisfaction indicators of service need attention

scholarly journals Implikasi Kualitas Pelayanan Program Keluarga Harapan terhadap Kepuasaan Penerima Manfaat di Kelurahan Beji Depok

2019 ◽  
Vol 3 (2) ◽  
pp. 397-424
Author(s):  
Muhtadi Muhtadi ◽  
Indah Choirunnisa
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Research Method ◽  
Hypothesis Test ◽  
Cash Transfers ◽  
Conditional Cash Transfers ◽  
Test Analysis ◽  
Program Administrators ◽  
Positive Input

This paper examines the effect of service quality on the satisfaction of receiving benefits in the Conditional Cash Transfers or Program Keluarga Harapan (PKH) program in Beji Village Office, Depok. The hypothesis services of the PKH program have a significant influenced on beneficiary satisfaction. The instrument was tested to answer the hypothesis using a survey research method. This survey was conducted on 86 respondents who were members and beneficiaries of the PKH program. The results of the hypothesis test analysis show that service quality with indicators of reliability, responsiveness, assurance, empathy, and tangible simultaneously have a significant correlation between variables. Meanwhile, the resulting correlation coefficient has an effect on the beneficiary satisfaction variable of 70.3 percent. While the remaining value of 29.7 percent is influenced by other variables outside the regression equation like other variables not included in this study. The results of this study provide positive input for PKH program administrators to further improve the quality of service to aid recipients. Moreover, PKH implemented according to the wishes of the community but still needs support to be able to have broader insights (changing mindsets) to increase the independence of program beneficiaries.Paper ini menguji pengaruh kualitas pelayanan terhadap kepuasaan penerimaan manfaat pada program Program Keluarga Harapan (PKH) di Kelurahan Beji Depok. Hipotesis yang berkembang adalah pelayanan program PKH berpengaruh signifikan terhadap kepuasan penerima manfaat. Instrumen yang diujikan untuk menjawab hipotesis menggunakan metode penelitian survei. Survei ini dilakukan kepada 86 responden yang menjadi anggota dan penerima manfaat program PKH. Hasil analisis uji hipotesis menunjukkan bahwa kualitas pelayanan dengan indikator keandalan (realibility), ketanggapan (responsiveness), jaminan (assurance), empati (empathy), dan berwujud (tangible) secara bersamaan memiliki korelasi signifikan antar variabel. Sementara itu, nilai koefisiensi korelasi yang dihasilkan memiliki pengaruh terhadap variabel kepuasan penerima bantuan sebesar 70,3 persen. Sedangkan sisa nilai sebesar 29,7 persen dipengaruhi variabel lain di luar dari persamaan regresi seperti variabel lain yang tidak diikut sertakan dalam penelitian ini. Hasil penelitian ini memberikan masukan positif bagi pengelola program PKH untuk lebih meningkatkan kualitas pelayanan terhadap penerima  bantuan. Untuk itu, PKH berjalan sesuai keinginan masyarakat namun masih perlu dukungan agar mampu memiliki wawasan yang lebih luas (merubah pola pikir) untuk meningkatkan kemandirian penerima manfaat program.

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