scholarly journals UPAYA PENINGKATAN KUALITAS PELAYANAN UNTUK MENINGKATKAN KEPUASAN PELANGGAN DI ALINEA CATERING

2021 ◽  
Vol 3 (2) ◽  
pp. 97-103
Author(s):  
Swastono Putro Pirastyo ◽  
Angga Alviana Putra ◽  
Yuliana Pinaringsih Kristiutami
Keyword(s):  
Service Quality ◽  
Service Providers ◽  
Standard Operating Procedure ◽  
Employee Education ◽  
Education Standards ◽  
Customer Complaints ◽  
Catering Industry ◽  
Qualitative Descriptive ◽  
Improve Service Quality ◽  
Service Standards

The increasing growth of culinary service providers in Bandung has made competition in the culinary world even tighter. Service and product quality is the stake of every service provider to remain competitive in this industry. This study aims to find out, how are the form of service quality received by customers in the catering industry, the form of quality improvement efforts, and the form of handling customer complaints. This research was conducted in Alinea Catering, using qualitative descriptive methods. From the results of this study, it was found that basically the quality of services provided was still not good, with the determination of service standards that were deemed not optimal. This is because the standard setting has not been done in writing in a standard operating procedure. So this has an impact on the implementation of service quality and handling of complaints that cannot be measured with certainty. However, efforts to improve service quality have been well illustrated, by increasing employee education standards, increasing wages, and updating work uniforms regularly. 

scholarly journals PERSEPSI DOKTER UMUM DI FASILITAS KESEHATAN TINGKAT PERTAMA KLINIK KIMIA FARMA 125 DENPASAR TENTANG SISTEM KAPITASI BERBASIS PEMENUHAN KOMITMEN PELAYANAN DI ERA JAMINAN KESEHATAN NASIONAL

2019 ◽  
Vol 6 (1) ◽  
pp. 18
Author(s):  
Coratry Shovariah Premilga ◽  
Rina Listyowati ◽  
Putu Ayu Indrayathi
Keyword(s):  
Data Collection ◽  
Health Services ◽  
Service Quality ◽  
General Practitioners ◽  
Capitation Payment ◽  
Collection Method ◽  
Interview Method ◽  
Depth Interview ◽  
Improve Service Quality ◽  
Service Standards

ABSTRAK Sistem kapitasi berbasis pemenuhan komitmen pelayanan yang diatur dalam peraturan BPJS Kesehatan No 2 tahun 2015 mulai diberlakukan per 1 Januari 2017. Adanya perubahan pola pembayaran kapitasi tentunya akan mendapatkan berbagai macam persepsi dokter umum sebagai PPK di FKTP Klinik Kimia Farma 125 Denpasar. Persepsi ini penting untuk diketahui karena akan mempengaruhi perilaku yang akan diberikan oleh dokter umum terhadap pasien JKN. Penelitian ini bertujuan untuk mengetahui efektivitas penyelenggaraan dari sistem kapitasi JKN berbasis pemenuhan komitmen pelayanan.  Desain penelitian ini adalah deskriptif kualitatif, dipilih delapan orang dokter umum di Klinik Kimia Farma 125 Denpasar yang ditentukan sesuai kriteria sebagai informan. Penelitian dilakukan pada bulan Mei hingga Juli 2017 bertempat di Klinik Kimia Farma 125 Denpasar. Metode pengambilan data menggunakan metode wawancara mendalam (indepth interview) yang dilakukan selama 20 hingga 40 menit. Hasil penelitian persepsi dokter umum terhadap sistem kapitasi berbasis pemenuhan komitmen pelayanan dimana sebagian besar dokter umum setuju besaran tarif kapitasi yang diberikan oleh BPJS Kesehatan cukup untuk melaksanakan pelayanan kesehatan, sistem kapitasi dirasa dapat meningkatkan kesejahteraan dokter. Standar pelayanan yang diberikan pada era JKN mengikuti standar yang telah diatur oleh BPJS Kesehatan. Dalam pelaksanaannya upaya komitmen pelayanan dilakukan dengan cara menambahkan poli untuk mengurangi waktu antrian. Indikator komitmen pelayanan yang diatur dapat menjadi motivasi untuk meningkatkan mutu pelayanan. Untuk memaksimalkan pemberlakuan sistem kapitasi berbasis pemenuhan komitmen pelayanan, diperlukan upaya tambahan dalam bentuk program promotif dan preventif. BPJS Kesehatan untuk mengelola layanan dan komunikasi dengan dokter diperlukan sosialisasi yang maksimal terhadap program promotif dan preventif untuk meningkatkan kunjungan sehat. Keywords: Persepsi, Kapitasi, Pemenuhan Komitmen Pelayanan ABSTRACT The capitation system based on fulfilling the service commitments regulated in BPJS Kesehatan No 2 tahun 2015 began to take effect as of January 1, 2017. The change in capitation payment patterns will certainly get a variety of perceptions of general practitioners as PPK at FKTP Kimia Farma 125 Denpasar Clinic. This perception is important to know because it will affect the behavior that will be given by general practitioners towards JKN patients. This study aims to determine the effectiveness of the implementation of the JKN capitation system based on fulfilling service commitments. The design of this study was descriptive qualitative, selected eight general practitioners at the Kimia Farma 125 Denpasar Clinic which were determined according to the criteria as informants. The study was conducted in May to July 2017 at the Kimia Farma 125 Clinic in Denpasar. The data collection method uses the in-depth interview method (indepth interview) which is conducted for 20 to 40 minutes. The results of research on the perception of general practitioners of the capitation system based on the fulfillment of service commitments where most general practitioners agree that the amount of the capitation tariff provided by BPJS Health is sufficient to carry out health services, the capitation system is considered to be able to improve the welfare of doctors. Service standards provided in the JKN era followed the standards set by the Health BPJS. In the implementation of the service commitment efforts carried out by adding poly to reduce queuing time. Indicators of service commitment that are set can be a motivation to improve service quality. To maximize the implementation of a capitation system based on fulfilling service commitments, additional efforts are needed in the form of promotive and preventive programs. BPJS Health to manage services and communication with doctors requires maximum socialization of promotive and preventive programs to increase healthy visits. Keywords: Perception, Capitation, Fulfillment of Service Commitments  

scholarly journals Evaluasi Fasilitas Ruang Tunggu Untuk Peningkatan Kualitas Pelayanan Dengan Pendekatan Mikro Dan Makro Ergonomi Di Stasiun Kereta Api Malang

2020 ◽  
Vol 2 (1) ◽  
pp. 98-102
Author(s):  
Mardiki Supriadi
Keyword(s):  
Service Quality ◽  
Air Temperature ◽  
Service Providers ◽  
Sound Intensity ◽  
Waiting Room ◽  
Railway Station ◽  
Train Station ◽  
Analysis And Design ◽  
Transportation Service ◽  
Improve Service Quality

The train station in Malang is one of the stations under the supervision of PT. Kereta Api Indonesia (Persero), which is engaged in the business of providing land transportation services. The large number of transportation service providers encourage competition between transportation service providers to provide good service to satisfy consumer desires. Service quality and condition of facilities available at railway stations in Malang, especially the waiting room section, still do not meet the Minimum Service Standards for People Transportation by Train based on the Minister of Transportation Regulation No. PM 9 on February 8, 2011. Therefore it is necessary to identify and evaluate the condition of waiting room facilities and the analysis and evaluation carried out to improve service quality with a Micro and macro ergonomics approach. With the Micro Ergonomics approach there will be proposed improvements to overcome work environment problems (air temperature and sound intensity level) in the train station waiting room. With the Ergonomics Macro approach a work system will be redesigned in the train station waiting room section that can be implemented by the train station manager. This study aims to identify, analyze problems and propose improvements to the condition of facilities in the waiting room section with a Micro and macro ergonomics approach to improve service quality at the Railway Station in Malang. This study describes the condition of facilities in the Railway Station waiting room in Malang through a questionnaire distributed to train service users. By knowing these conditions, a measurement of the working environment conditions is carried out on the train station waiting room. Obtained results of air temperature measurements in the waiting room area ranged from 31-35.3oC and the level of sound intensity in the waiting room section ranged from 66.8 to 88.1dB. Then the problem solving using the Macro Ergonomics approach using the MEAD method (Macro Ergonomic Analysis and Design) through ten stages of the process and obtained alternative selection results, namely repairs and procurement of facilities in the waiting room, officer training at the railway station and improvement of culture or passenger habits . From this study, a proposal to improve the waiting room facilities at the railway station in Malang was proposed which could be implemented by the management of PT. Kereta Api Indonesia (Persero) to improve the service quality of the train station.

scholarly journals ANALISIS KEPUASAN MASYARAKAT PADA KANTOR PELAYANAN PERIZINAN TERPADU (KPPT) KOTA MOJOKERTO

2017 ◽  
Vol 1 (2) ◽  
pp. 124
Author(s):  
Sukesi Sukesi
Keyword(s):  
Service Quality ◽  
Public Service ◽  
Random Sampling ◽  
Service Providers ◽  
Positive Response ◽  
Service Satisfaction ◽  
Community Satisfaction ◽  
Public Companies ◽  
Product Service ◽  
Qualitative Descriptive

The significance of quality is valuable to the satisfaction of society is the company's capital in selling service products. Without exception public companies are improving both service quality and products. Service quality should be done consistently, KPPT Mojokerto City as the providers of public service, whose populated with UMKM business areas. It’s required to provide quality services not only value, but the convenience of service. In order to know (1)The level of community satisfaction the service of KPPT Mojokerto City;(2)And Analyze the results of the assessment of SKM. Qualitative descriptive and 9 elementsanalysis tools and 18 indicators of assessment are developing, based on Peraturan Menteri PAN-RB No.16 2014 about SKM guidelines for Public Service Providers. Research using random sampling accidental proportional gain 100 respondents. The result of all variables, the level of user service satisfaction, has score category B (good). The result of index score 76.35 means that, generally satisfaction society in a good category. With index of service quality as the expectations from willingness to give positive response for each type of product service. For advice, it’s should be able to provide transparency of services related to applicant for permits regarding provisions/rules/standards costs on each type of license. Keywords:Qualitative,Research,service quality, public service,satisfaction society

scholarly journals PENGEMBANGAN MODEL SERVICE QUALITY PADA INDUSTRI JASA OTOMOTIF DI ”EIFISIENSI TOUR AND TRAVEL” TULUNGAGUNG

2019 ◽  
Vol 1 (2) ◽  
pp. 111
Author(s):  
Tali roso Susilo ◽  
Sri Rahayuningsih ◽  
Heribertus Budi Santoso
Keyword(s):  
Service Quality ◽  
Significant Influence ◽  
Service Providers ◽  
Research Process ◽  
Survey Method ◽  
Quality Service ◽  
Service Model ◽  
Customer Complaints ◽  
Transportation Service ◽  
The Village

In this study, an analysis of the development of a quality service model for land transportation service providers, namely Eiffficiency Tour and Travel, is located in the village of Wajak Kidul, Boyolangu District, Tulungagung Regency. In reality, in the field there are still many matters related to service quality ignored by Tour and Travel Efficiency. This is evidenced by the events that occur in the fairly large list of customer complaints. In this study, it refers to the survey method carried out by collecting information from samples obtained from a place with the aim of generalizing the extent to which the population from which the sample was taken. In this final project research, the authors conducted research on transportation service providers. "Efficiency Tour and Travel" in the village of Wajak Kidul Tulungagung refers to the development of a quality service model. The research process used interviews, documentation and questionnaires, with a total of 35 respondents. This research is more effective with the results of the calculation of t count> t table: then Ho is rejected, meaning that there is a significant influence between variable X and variable Y. results 4,927. 2.021: then Ho is rejected, meaning that there is a significant influence between CV services. Eiffficiency Jaya customer satisfaction as a form of model useDalam penelitian ini dilakukan analisis pengembangan model service kualiti pada penyedia jasa transportasi darat yaitu Eifisiensi Tour and Travel yang berkedudukan di desa Wajak Kidul Kecamatan Boyolangu Kabupaten Tulungagung. Dalam kenyataannya di lapangan masih banyak hal-hal yang berkaitan dengan kualitas pelayanan diabaikan oleh Eifisiensi Tour and Travel. Hal tersebut terbukti dengan peristiwa yang terjadi pada daftar keluhan pelanggang yang cukup banyak. Dalam penelitian ini mengacu pada metode survei dilakukan dengan cara menghimpun informasi dari sampel yang diperoleh dari suatu tempat dengan tujuan untuk melakukan generalisasi sejauh populasi darimana sampel tersebut diambil. Dalam penelitian tugas akhir ini, penulis melakukan penelitian di perusahaan penyedia jasa transportasi.”Eifisiensi Tour and Travel” desa Wajak Kidul Tulungagung mengacu pada pengembangan model servis quality. Proses penelitian menggunakan wawancara, dokumentasi dan kuesioner, dengan jumlah 35 responden. Penelitian ini lebih efektif dengan hasil dari perhitungan t hitung > t table: maka Ho di tolak, artinya berarti terdapat pengaruh yang signifikan antara variabel X dengan variabel Y. hasil 4.927. 2.021: maka Ho ditolak, artinya terdapat pengaruh yang signifikan antara pelayanan CV. Eifisiensi Jaya kepuasan pelanggan sebagai bentuk penggunaan model Service Quality

scholarly journals Strategies to Improve Service Quality With House of Quality at Hotel X Surabaya

2021 ◽  
Vol 6 (1) ◽  
pp. 65-70
Author(s):  
Puspandam Katias ◽  
Ninnasi Muttaqi'in
Keyword(s):  
Service Quality ◽  
Quality Function Deployment ◽  
Service Providers ◽  
Survey Method ◽  
Distribution Data ◽  
House Of Quality ◽  
Consumer Expectations ◽  
Hotel Service ◽  
The Right ◽  
Improve Service Quality

Service that can satisfy consumers is the main key for service companies to be able to survive and develop their business. Because service is an intangible product, it requires maximum effort for service providers to be able to obtain satisfactory value from consumers. Understanding consumer needs and trying to meet consumer expectations as best as possible is one way to improve service quality. Hotel is one of the service providers in the tourism and business sector, where at this time hotel service is a critical service in its contribution to the tourism business. This research was conducted at a hotel in Surabaya. Surabaya is one of the metropolitan cities in Indonesia, where service providers have been competing fiercely and continue to innovate in providing services. This is also supported by the characteristics of the city of Surabaya as a trading city, so that it always requires complex services to meet consumer expectations. Therefore, it is very important to improve service quality through the formulation of the right strategy. In this research, it will be known what are the priorities of customers in choosing hotels, hotel service conditions, and hotel internal responses. The research method used in this study is divided into several stages, namely: problem identification, questionnaire creation and distribution, data processing, and the preparation of the House of Quality (HoQ). The data collection method used was a survey method with a questionnaire instrument, while the data analysis technique used was the House of Quality Matrix (HoQ) method as a representation of the Quality Function Deployment (QFD) method where the QFD function was to show how the quality attribute efforts would be derived. as an effort to meet customer needs in other words serves to determine what will satisfy customers and translate their customer desires into designed target.

scholarly journals Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah pada PT. BCA Finance Cabang Bukit Tinggi

2019 ◽  
Vol 2 (2) ◽  
pp. 236-247
Author(s):  
Dasep Suryanto
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Direct Contact ◽  
Customer Complaints ◽  
Service Business ◽  
Physical Evidence ◽  
Analysis Technique ◽  
Banking Business ◽  
Improve Service Quality

Banking business is a service business that is based on the principle of trust so that the quality of service issues is a very decisive factor in the success of businesses managed by the company. The purpose of this study was to determine the effect of service quality on customer satisfaction at PT. BCA Finance Bukittinggi Branch. The sample was taken by researchers as many as 150 respondents who were customers of PT. BCA Finance Bukittinggi Branch, the analysis technique used in the study used Regression analysis. The results of this study indicate that: 1) Service Quality with dimensions of Physical Evidence, Reliability, Responsive Capability, Assurance and Empathy has a positive and significant influence on customer satisfaction. From the results of this study, it was suggested to the management of PT. BCA Finance Bukittinggi Branch to conduct periodic evaluations and research to improve service quality, especially in terms of Physical Evidence and Responsiveness to provide training in direct contact with customers, so as to minimize customer complaints and increase customer satisfaction.  Keywords: Service Quality, Customer Satisfaction

scholarly journals Strategi Peningkatan Kualitas Pelayanan Publik pada Dinas Penanaman Modal dan Pelayanan Terpadu Satu Pintu Kabupaten Melawi

2020 ◽  
Vol 1 (2) ◽  
pp. 144
Author(s):  
Rikka Septiandini
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Service Delivery ◽  
Swot Analysis ◽  
Service Providers ◽  
Report Cards ◽  
West Kalimantan ◽  
Improve Service Quality ◽  
Research Show

ABSTRACTThis research aimed to know the quality of service delivery. Assessment of the quality of service delivery is carried out by various institutions, one of which is the Ombudsman. DPMPTSP Melawi Regency is one of the OPD service providers that occupies the red zone in an assessment conducted by the Indonesian Ombudsman of West Kalimantan Province. To know the reason why red report cards on the quality of DPMPTSP Melawi Regency and provide input in the form of strategies to improve service quality, This aimed use qualitative method, using service dimention theory, then analyzed with SWOT analysis and again measured against the theory of service quality improvement strategies. The results of the research show 4 outlines of strategies that can be done by using strengths to take advantage of opportunities, take advantage of opportunities to overcome weaknesses, use strengths to avoid threats, and minimize weaknesses to avoid threats. The resulting strategy is very useful for improving the quality of service delivery in DPMPTSP Melawi Regency.Keywords: Service, Strategy, Strengths, Weaknesses, Opportunities, Threats

scholarly journals Analisis Indeks Kepuasan Masyarakat terhadap Pelayanan Publik pada Pusat Kesehatan Masyarakat Langsa Barat

2019 ◽  
Vol 9 (1) ◽  
pp. 70
Author(s):  
Syardiansah Syardiansah
Keyword(s):  
Health Services ◽  
Service Quality ◽  
Health Center ◽  
Public Services ◽  
Service Providers ◽  
Community Satisfaction ◽  
Quality Health Care ◽  
Service Unit ◽  
Service Type ◽  
Service Standards

<p>Langsa Barat Health Center is a first-rate health facility that provides health services to the community. In providing health services to the community, all existing service units and all employees are committed to providing quality health care and care for the safety of patients, visitors, communities and employees. Service standards are a commitment of service providers to provide services with a certain quality determined on the basis of a combination of community expectations and the ability of service providers. Establishment of service standards through identification of service type, identification of service type, customer identification, customer expectation identification, vision and service mission formulation, process and procedure analysis, facilities and infrastructure, time and cost of service.To set the standard of service whether or not a reference is used from the Decree of the Minister of Administrative Reform Number KEP / 25 / M.PAN / 2/2004 on general guidelines for the preparation of public satisfaction index. Where is the location of this research is Puskesmas Langsa Barat. This study aims to determine the index of community satisfaction with public services at the Langsa Barat Health Center. The respondents in this study were the health service users in Langsa Barat Health Center.Based on the result of the research, it is found that service indicator is in the form of officer discipline, officer responsibility, courtesy and officer friendliness, suitability of cost with specified, and service unit comfort have excellent service quality. While other indicators have good service quality. And overall the index of community satisfaction on public services at Langsa Barat Health Center has good quality of service.</p>

scholarly journals Integration of CSI, Airqual, IPA, and PGCV to Determine Prioritisation of Service Quality on JTA Airlines

2021 ◽  
Vol 11 (1) ◽  
pp. 14-19
Author(s):  
Muhammad Ilham Adelino ◽  
Meldia Fitri
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Service ◽  
Low Cost ◽  
Flight Delays ◽  
Customer Complaints ◽  
Improve Service Quality ◽  
Service Priority

The quality of service on low-cost airlines is something that is often questioned by passengers. The purpose of this study is to identify and determine service priority factors to improve service quality on JTA Airlines using the integration of the CSI, AIRQUAL, IPA, and PGCV methods. The results obtained are the level of customer satisfaction at 65.5% and there is still a difference (gap) between expectations and experience. Priority factors are the departure and arrival of aircraft on time, fast and appropriate handling of flight delays, clear compensation procedures, clear and easy-to-understand customer service complaint information, staff and cabin crew more responsive in handling customer complaints, always ready to provide maximum service to passengers, and pay more attention to the age of the aircraft.

scholarly journals Analisis Kualitas Pelayanan P.T. Kereta Api Indonesia terhadap Tingkat Kepuasan Pengguna Jasa pada Stasiun Cepu

2021 ◽  
Vol 5 (1) ◽  
pp. 48-57
Author(s):  
Balla Wahyu Budiarto
Keyword(s):  
Service Quality ◽  
User Satisfaction ◽  
Customer Value ◽  
Service Providers ◽  
Transportation Services ◽  
Satisfaction Index ◽  
Descriptive Research ◽  
Potential Gain ◽  
Quantitative Descriptive ◽  
Service Standards

PT. KAI is a State-Owned Enterprise that provides rail transportation services. The purpose of this study is to provide recommendations for improvement of the main priority level of service user satisfaction to service providers PT. KAI towards improving services at Cepu Station which refers to the Minimum Service Standards (SPM) at stations contained in PM 63 of 2019 concerning Minimum Service Standards for Transportation of People by Train. This study uses a quantitative descriptive research type. The target of this research is to know the value of CSI, IPA and the calculation of the PGCV Index which is useful for assisting the IPA method in attribute improvement. The results of this study obtained a CSI value of 74%, namely with the predicate of being satisfied, the results of the IPA which became a priority to improve the quality of quadrant I and quadrant III and with the PGCV method the priority of improving service quality attributes that must be immediately repaired was in quadrant I there were 2 attributes namely station cleanliness, toilet cleanliness and comfort.Keywords: service quality, satisfaction level, Customer Satisfaction Index, Importance Performance Analysis, Potential Gain in Customer Value

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