scholarly journals Faktor-Faktor Yang Mempengaruhi Kinerja Manajer Perhotelan Pada Masa Pandemi Covid-19 Di Parepare Sulawesi Selatan

2021 ◽  
Vol 5 (3) ◽  
Author(s):  
Irmayanti Sudirman ◽  
Andi Ayu Frihatni ◽  
Frengky Mandacan ◽  
Sri Sundari
Keyword(s):  
Quality Of Service ◽  
Data Analysis ◽  
Service Quality ◽  
Multiple Regression ◽  
Services Quality ◽  
South Sulawesi ◽  
Hotel Sector ◽  
Room Service ◽  
Manager Performance

This research aims to analyze promotion costs and quality of service to the performance of managers during the COVID-19 pandemic. This type of research is quantitative conducted at Parepare, South Sulawesi. The sample of the research was all hotels in Parepare of 25 hotels. The data analysis used is a multiple regression. The result of this research discloses that promotional costs and service quality affect the hotel manager performance in Parepare. Another result discloses that promotional costs have more effect on hotel revenue compared to the quality of hotel services quality. This is because promotion costs are the costs incurred for the activities carried out by the hotel to increase room service and to create other service products. The results of this study are expected to contribute to the hotel sector in increasing revenues during the pandemic.

scholarly journals The Influence of Price, Quality of Service and Promotions on Customer Satisfaction at Bu Rajab Resto Pancing and Cottage

2021 ◽  
Author(s):  
Rabhi Fathan Muhammad ◽  
Tina Melinda
Keyword(s):  
Quality Of Service ◽  
Data Analysis ◽  
Linear Regression ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Hypothesis Testing ◽  
Positive Impact ◽  
Collection Data

This study was conducted to analyze the influence of price (X1), service quality (X2) and promotions (X3) on customer satisfaction at Bu Rajab Resto Pancing and Cottage. The study used a quantitative approach and was conducted from March to June 2020. Purposive sampling was used. 120 people were included in the research and 97 people were selected as samples. Participants were customers of Bu Rajab Resto Pancing and Cottage who had visited at least 2 times. A questionnaire was used for data collection. Data analysis involved linear regression, hypothesis testing and classical assumption tests, using the SPSS program. Price and service quality had a significantly positive impact on customer satisfaction, but promotions did not. Keywords: price, service quality, promotion, customer satisfaction

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.

scholarly journals The Influence of Service Quality on inpatients Satisfaction: Study at Bahagia Hospitals, Makassar City

Jurnal Office ◽  
2021 ◽  
Vol 7 (1) ◽  
pp. 21
Author(s):  
Herlina Sakawati ◽  
Nina Agustina ◽  
Sulmiah Sulmiah
Keyword(s):  
Quality Of Service ◽  
Data Analysis ◽  
Service Quality ◽  
Significant Influence ◽  
Research Method ◽  
Descriptive Analysis ◽  
Sampling Technique ◽  
Survey Method ◽  
Inferential Analysis

This study aims to determine the effect of service quality on inpatient satisfaction at the Bahagia Hospital in Makassar City. The research method used is a quantitative survey method using an explanatory approach. A sample of 100 people who are inpatients at the Bahagia Hospital using accidental sampling technique. The data analysis used is descriptive analysis and inferential analysis. The results showed that the quality of service had a significant influence on the satisfaction of inpatients at the Bahagia Hospital. This shows that service quality has an important role so that service delivery can provide results in accordance with what patients expect

scholarly journals EFFECT OF ACCOUNTABILITY, SERVICE QUALITY, TRUST MUZZAKKI TOWARDS MUZZAKI LOYALTY

2020 ◽  
Vol 7 (2) ◽  
pp. 6-12
Author(s):  
Jumriani Jumriani
Keyword(s):  
Quality Of Service ◽  
Data Analysis ◽  
Linear Regression ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Research Method ◽  
Quantitative Approach ◽  
Unit Of Analysis ◽  
Simultaneous Influence

Influence of accountability, quality of service, belief Muzakki on loyalty Muzzak. This research aims to discuss the influence of accountability, quality of service, trust Muzakki against Muzzaki loyalty to the institution Muzakki Management Institute Infaq (LMI) Surabaya. The research method is using a quantitative approach. The Unit of analysis in research is to use respondents Muzzaki for 100 Muzzaki in the area of Surabaya, with the research instrument using the questionnaire in the area of Surabaya, and the method of data analysis using multiple linear regression. The results showed that the simultaneous influence was positive and significant and partiality that accounting was influential towards Muzzaki loyalty, the quality of service was influential on Muzzaki loyalty, and Muzzaki's belief had an effect on Muzzaki loyalty.

scholarly journals REDISCOVERY LIBRARY SERVICE QUALITY IN STRENGTHENING QUALITY EDUCATION MANAGEMENT

2018 ◽  
Author(s):  
Rorim Panday
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Services Quality ◽  
Quality Data ◽  
Library Service ◽  
Education Management ◽  
Average Value ◽  
Teaching Learning ◽  
Cartesian Diagram

The library is one of the facilities to support teaching learning in college. This research was conducted at library of Bhayangkara Jaya University. The purpose of this study to reveal back of the library service quality, because the library as part of the strengthening of the quality of education management. Data were collected by a questionnaire using a Likert scale, which developed from SERVQUAL which consists of five components: tangible consists of eight variables, reliability consisting of five variables, responsiveness consisting of four variables, Assurance consist of four variables and Empathy consisting of five variables, with the number of all there are 26 variables. The data got includes service quality data and level of importance service quality from the user, the number of respondents as many as 135 peoples from library users, taken at random. Data analysis using Cartesian diagram of Importance Performance Analysis (IPA), between the importance of the service quality and the existing of services quality. The Xaxis of the Cartesian diagram is the average value of the quality of service, while its Y axis is the average value of the importance of the service quality. The analysis shows there are three variables that are main priorities in quadrant A; in quadrant B there are seven variables that must be maintained the services quality; in Quadrant C there are 11 variables into a low priority; and in quadrant D there are five variables that indicate less important but quality of service is good.

scholarly journals Impact of labor Turnover on The Service Quality of Hotels

2020 ◽  
Vol 5 (3) ◽  
pp. 98-105
Author(s):  
Motasem Saleh ◽  
H. Kabalan
Keyword(s):  
Job Satisfaction ◽  
Quality Of Service ◽  
Service Quality ◽  
Multiple Regression ◽  
Labor Turnover ◽  
Service Correlation ◽  
Moderate Relationship

This study aimed to know the dimensions of labor turnover (low morale, poor employees training, payment, job satisfaction) and study the effect of these dimensions on the quality of service in hotels. The results of multiple regression show that there is an effect of dimensions labor turnover on quality of service. Correlation between labor turnover and tangibility was the strongest and there is a moderate relationship between labor turnover and each of responsibility, reliability, assurance, and empathy.

EFFECT OF SERVICE QUALITY ON CUSTOMER LOYALTY MEDIATED BY CUSTOMER SATISFACTION PT. MAYBANK INDONESIA FINANCE JAKARTA BRANCH

2021 ◽  
Vol 1 (4) ◽  
pp. 202-211
Author(s):  
Hendri Hendri ◽  
Budi Haryono ◽  
Saparso Saparso
Keyword(s):  
Quality Of Service ◽  
Data Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Good Service ◽  
Purposive Sampling ◽  
Pls Analysis

This study discusses the effect of service quality on customer loyalty mediated by customer satisfaction at PT. Maybank Indonesia Finance Jakarta Branch. This research was conducted by using purposive sampling. Data analysis using Smart PLS analysis. The results of the analysis conclude that service quality does not affect customer loyalty. So it can be said, good service quality may not necessarily make the customer loyal to PT. Maybank Indonesia Finance because there are still several factors that can make customers loyal. Service quality has a positive and significant effect on customer satisfaction. So it can be said, good service quality will increase customer satisfaction with PT. Maybank Indonesia Finance. Customer Satisfaction has a positive and significant influence on Customer Loyalty. So it can be said, increasing customer satisfaction will make customers more loyal to PT. Maybank Indonesia Finance. Customer satisfaction can mediate the effect of service quality on customer loyalty. So it can be said, if the quality of service provided is getting better, it will form high customer satisfaction in the minds of customers, then this will further increase customer loyalty at PT. Maybank Indonesia Finance.

scholarly journals PENGARUH KUALITAS PELAYANAN KOPERASI TERHADAP KEPUASAN ANGGOTA KOPERASI SIMPAN PINJAM (KSP) BHAKTI LESTARI KECAMATAN SUNGAI TEBELIAN

2019 ◽  
Vol 4 (2) ◽  
pp. 89-98
Author(s):  
Enny Khuswati ◽  
Dessy Triana Relita
Keyword(s):  
Quality Of Service ◽  
Data Analysis ◽  
Service Quality ◽  
Random Sampling ◽  
Quantitative Research ◽  
Sampling Method ◽  
Simple Random Sampling ◽  
T Test ◽  
Validity And Reliability

Abstract:This study aims to determine how the influence of service quality on member satisfaction. This research is quantitative research. The population in this study were 503 members of the Bhakti Lestari Savings and Credit Cooperative who addressed the Merarai Satu Village, Sungai Tebelian District, Sintang Regency. The number of samples in this study were 80 respondents, the sampling method  Used was Simple Random Sampling. Data analysis was first carried out by looking for validity and reliability, contribution tests, and classic assumption tests. The results showed that the quality of service affects the satisfaction of members of the Cooperative Bhakti Lestari with the results of the t test, obtained a t count of 8.774 is greater than (>) t table of 1.990 and the value of Sig. 0,000 <0.05.Keywords: Service Quality, Member SatisfactionAbstrak: Penelitian ini bertujuan untuk mengetahui bagaimana pengaruh kualitas pelayanan terhadap kepuasan anggota. Penelitian ini termasuk jenis penelitian kuantitatif.Populasi pada penelitian ini adalah anggota Koperasi Simpan Pinjam (KSP) Bhakti Lestari sebanyak 503 orang yang beralamatkan di Desa Merarai Satu, Kecamatan Sungai Tebelian, Kabupaten Sintang.Jumlah sampel dalam penelitian ini sebanyak 80 responden, metode pengambilan sampel yang digunakan adalah Simple Random Sampling.Analisis data terlebih dahulu dilakukan dengan mencari validitas dan reliabilitas, uji kontribusi, serta uji asumsi klasik. Hasil penelitian menunjukkan bahwa kualitas pelayanan berpengaruh terhadap kepuasan anggota Koperasi Bhakti Lestari dengan hasil uji t, diperoleh nilai thitung 8,774 lebih besar dari (>) ttabel 1,990dan nilai Sig. 0,000 < 0,05Kata Kunci: Kualitas Pelayanan, Kepuasan Anggota

scholarly journals THE EFFECT OF SERVICE QUALITY AND RELATIONAL EFFORTS ON TRANSACTION SATISFACTION, RELATIONAL OUTCOME AND CUSTOMER RETENTION IN RETAIL BUSINESS IN THE CITY OF BANJARMASIN

2019 ◽  
Vol 7 (10) ◽  
pp. 113-120
Author(s):  
Noor ritawaty
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Significant Influence ◽  
Services Quality ◽  
Customer Retention ◽  
Relational Satisfaction ◽  
Retail Business ◽  
Relational Outcomes ◽  
The City

ABSTRACT The study aims to analyze the influence of the services quality and relational efforts relational satisfaction, relational outcomes and retention of customers in the retail business in the city of Banjarmasin. The population in this study is the consumer supermarket in the city of Banjarmasin, such as Hypermart, Giant. Lottemart, and Ramayana Robinson. Given the respondents in this study is homogeneous, so that the sample collection technique is systematic random sampling with selected respondents must meet predetermined criteria standards. because the population is not limited to, the proportional method used to determine the number of samples as many as 200. Data analysis  using SPSS and AMOS 20.0 software. From the test results that, only 7 hypothesis  have a significant effect, namely: services Quality has significantly influence to customer satisfaction of retail transactions in Banjarmasin. Quality of service is a significant effect on the retention of retail customers in the city of Banjarmasin. Relational Efforts significant effect on satisfaction of customer transactions in Banjarmasin. Relational efforts has significant influence to outcome relational. Satisfaction transaction has significant influence to outcome relational retail customers in the city of Banjarmasin.  Transactions Satisfaction has significant effect to the customer retention of retail customers in the city of Banjarmasin. Outcome relational has significant effect on the customersretention in the city of Banjarmasin.While two other hypothesis has not significant are: Quality of service not significant effect on relational outcomes retail customers in the city of Banjarmasin. Efforts relational no significant effect on the retention of retail customers in the city of Banjarmasin.   Keywords: Service Quality, Relational Effort, Transaction Satisfaction, Relational Outcomes, Customer Retention

scholarly journals Services quality of Islamic university

2018 ◽  
Vol 2 (2) ◽  
pp. 71-84
Author(s):  
Irwan Misbach
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Student Satisfaction ◽  
Services Quality ◽  
A Value ◽  
Importance Analysis ◽  
The University ◽  
Academic Services

This study is to determine the level of student satisfaction with the service quality of islamic university. The study sample was 83 people based on accidental sampling, using Performance-Importance Analysis. The results of this study found that high religious students who received administrative and academic services were in the very satisfied category with a value of 98.3%. However, there is a service that must be a concern of the university, namely the ability of the university to respond or act quickly in solving problems faced by students. In addition, the quality of service that is prioritized is not very important for students, so the implementation seems ordinary because students are quite satisfied with the service. Services included in this category are representative service rooms, complete learning, attractive-looking staff, fast and appropriate services, and complicated procedures.

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