scholarly journals PENGARUH KUALITAS PELAYANAN DAN FASILITAS MALL TERHADAP KEPUASAN PENGUNJUNG PUSAT PERBELANJAAN MALL DI KARAWANG

BUANA ILMU ◽  
2020 ◽  
Vol 4 (2) ◽  
pp. 204-233
Author(s):  
Budi Rismayadi ◽  
Uus Mohammad Darul Fadli ◽  
Flora Patricia Anggela
Keyword(s):  
Service Quality ◽  
Sampling Technique ◽  
Quality Service ◽  
Probability Sampling ◽  
Visitor Satisfaction ◽  
Study Population ◽  
Positive Effect ◽  
Sampling Probability

Penelitian ini bertujuan untuk mengetahui: 1) Pengaruh kualitas pelayanan terhadap kepuasan pengunjung di Mall Karawang (2) Pengaruh fasilitas mall terhadap kepuasan pengunjung di Mall Karawang dan (3) Pengaruh kualitas pelayanan dan fasilitas mall terhadap kepuasan pengunjung di Mall Karawang. Populasi penelitian ini 14,296 orang. Jumlah sampel yang digunakan 100 responden pengunjung di Mall Karawang. Teknik pengambilan sampel yang digunakan adalah teknik sampling probability. Hasil penelitian menunjukan bahwa kualitas pelayanan berpengaruh positif terhadap kepuasan pengunjung, fasilitas mall berpengaruh positif terhadap kepuasan pengunjung, kualitas pelayanan dan fasilitas mall bersama-sama berpengaruh positif terhadap kepuasan pengunjung di Mall Karawang. Kata kunci : Kualitas Pelayanan dan Fasilitas Mall Terhadap Kepuasan Pengunjung   This study aims to determine: (1) The influence the quality service toward visitor satisfaction at Mall (2) The influence of mall facilities on visitor satisfaction at Mall Karawang and (3) The Influence of service quality and mall facilities on visitor satisfaction at Mall Karawang. The study population was 14,296 people. The number of samples used by 100 visitor responden at Mall Karawang. The sampling technique used is probability sampling technique. The resuls showed that service quality has a positive effect on visitor satisfaction, mall fasilities have a positive effect on visitor satisfaction, service quality and mall fasilities together have a positive effect on visitor satisfaction at Mall Karawang Keysword : Quality Service and Mall Facilities Toward Visitor Satisfaction

scholarly journals PENGARUH KREDIBILITAS PUSTAKAWAN PADA LAYANAN REFERENSI TERHADAP KEPUASAN PEMUSTAKA DI BADAN PERPUSTAKAAN DAN ARSIP DAERAH PROVINSI NUSA TENGGARA BARAT

Edulib ◽  
2014 ◽  
Vol 4 (1) ◽  
Author(s):  
Amin Saleh
Keyword(s):  
User Satisfaction ◽  
Sampling Technique ◽  
Survey Method ◽  
Literature Study ◽  
Probability Sampling ◽  
Reference Services ◽  
Perceived Credibility ◽  
Study Population ◽  
Physical Manifestation ◽  
Sampling Probability

AbstractResearch on "The Effect of Credibility of librarian in Reference Services on user Satisfaction in the Library and Archives of Province of West Nusa Tenggara Barat". The research objective was to determine the effect of credibility of librarian (variable X) on  the satisfaction user (variable Y) on the service reference in the Library and Archives of Province of West Nusa Tenggara Barat. The perceived credibility influential aspect includes Competency, Attitude, Goals, personality and dynamics affecting librarians user Satisfaction with aspects of Reliability, Responsiveness, Confidence, Empathy, and physical manifestation. The study population was user which came in March 2013 at a sampling technique Probability Sampling (Stratified Proportionate Random Sampling). Research methods that are used are exploratory survey method of data collection techniques of observation, interviews, literature study and questionnaire. Based on the results of the study the majority of respondents agreed with the credibility to influence user satisfaction. While the partial test shows a small portion of respondents agreed to the competence and attitude of librarians, then for the purpose and the dynamics personality most respondents agreed. So in general credibility affects satisfaction but partially demonstrate competence and attitude has no direct effect. But the goal, personality and dynamics directly influence user satisfaction.Keywords: Credibility of librarians, user satisfaction AbstrakPenelitian tentang “Pengaruh Kredibilitas Pustakawan Pada Layanan Referensi Terhadap Kepuasan Pemustaka Di Badan Perpustakaan dan Arsip Daerah Provinsi Nusa Tenggara Barat”. Tujuan penelitian adalah untuk mengetahui pengaruh kredibilitas pustakawan (variabel X) terhadap kepuasan pemustaka (variabel Y) pada layanan referensi di Perpustakaan dan Arsip Daerah Provinsi Nusa Tenggara Barat. Adapun aspek kredibilitas yang dipandang berpengaruh meliputi Kompetensi, Sikap, Tujuan, Keperibadian dan Dinamika pustakawan yang mempengaruhi Kepuasan pemustaka dengan aspek Keandalan, Responsiveness, Keyakinan, Empati, dan Wujud fisik. Populasi penelitian adalah pemustaka yang datang pada bulan Maret 2013 dengan teknik sampling Probability Sampling (Proportionate Stratified RandomSampling). Metode penelitian yang dugunakan adalah metode survei eksploratif dengan teknik pengumpulan data observasi, wawancara, studi pustaka dan kusioner. Berdasarkan hasil penelitian sebagian besar responden menyatakan setuju dengan pengaruh kredibilitas terhadap kepuasan pemustaka. Sementara dengan uji parsial menunjukkan sebagian kecil responden menyatakan setuju terhadap kompetensi dan sikap pustakawan, kemudian untuk tujuan, keperibadian dan dinamika sebagian besar responden menyatakan setuju. Sehingga secara umum kredibilitas berpengaruh terhadap kepuasan tapi secara parsial menunjukkan kompetensi dan sikap tidak berpengaruh langsung. Namun tujuan, keperibadian dan dinamika berpengaruh langsung terhadap kepuasan pemustaka.Kata kunci: Krediblitas pustakawan, kepuasan pemustaka

scholarly journals PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN DI TOKO INTAN MARKET LINTAS MELAWI SINTANG

2021 ◽  
Vol 11 (1) ◽  
pp. 013
Author(s):  
Yunita Astikawati ◽  
Eka Suryani ◽  
Avelius Dominggus Sore
Keyword(s):  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Sampling Technique ◽  
Research Approach ◽  
Simple Linear Regression ◽  
Probability Sampling ◽  
Communication Techniques ◽  
Regression Test ◽  
Positive Effect

ABSTRACTThe general objective of this study is to determine the effect of service quality on customer satisfaction at the Intan Market Lintas Melawi Sintang. The research approach used a descriptive quantitative approach. form of research is simple linear regression. The population in this research are all consumers who have been customers of the Intan Market Lintas Melawi Sintang. The sampling technique used is a non-probability sampling technique with a type of incidental sampling. Data collection techniques used are indirect communication techniques, and documentation techniques with data collection tools in the form of questionnaires and documents. Based on the analysis results obtained: The criteria of service quality at the the Intan Market Lintas Melawi Sintang are sufficient. 2) Customer satisfaction has good criteria. 3) Based on a simple regression test, it is proven that service quality has a positive effect on customer satisfaction with a determination coefficient of 36.02%.Keywords: Quality, Service, and Satisfaction.ABSTRAKTujuan umum penelitian ini adalah untuk mengetahui pengaruh kualitas pelayanan terhadap kepuasan konsumen pada Pasar Intan Lintas Melawi Sintang. Pendekatan penelitian menggunakan pendekatan kuantitatif deskriptif. Bentuk penelitiannya adalah regresi linier sederhana. Populasi dalam penelitian ini adalah seluruh konsumen yang pernah menjadi pelanggan Pasar Intan Lintas Melawi Sintang. Teknik pengambilan sampel yang digunakan adalah teknik non-probability sampling dengan jenis pengambilan sampel insidental. Teknik pengumpulan data yang digunakan adalah teknik komunikasi tidak langsung, dan teknik dokumentasi dengan alat pengumpulan data berupa angket dan dokumen. Berdasarkan hasil analisis diperoleh: Kriteria kualitas pelayanan di Pasar Intan Lintas Melawi Sintang sudah cukup. 2) Kepuasan pelanggan memiliki kriteria baik. 3) Berdasarkan uji regresi sederhana terbukti kualitas pelayanan berpengaruh positif terhadap kepuasan konsumen dengan koefisien determinasi 36,02%.Kata Kunci: Kualitas, Pelayanan, dan Kepuasan.

scholarly journals The Effect of Service Quality and Facilities on Patient Satisfaction (Study at the Tanah Sepenggal Health Center in Bungo District)

2020 ◽  
Vol 10 (3) ◽  
pp. 190
Author(s):  
Tarjo Tarjo
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Health Center ◽  
Community Health Center ◽  
Sampling Technique ◽  
Statistical Test ◽  
Test Results ◽  
Cross Sectional ◽  
Study Population ◽  
Positive Effect

This study was to examine and explain the effect of service quality and facilities on patient satisfaction in the Tanah Sepenggal Community Health Center in Bungo Regency, Jambi Province. The research method used is cross-sectional. The study population was all patients while the sample was 120 respondents but 98 respondents could be tested because there were 22 instruments that were not filled in completely so they were not included in the analysis. The sampling technique uses confinance sampling. The data analysis method uses multiple linear regressions with the help of the IBM SPSS Statistics version 20 of the software.The statistical test results partially service quality variables consisting of tangible (X1), reliability (X2) responsiveness (X3) assurance (X4) empathy (X5) have no significant effect on patient satisfaction and facilities (X6) have a significant positive effect on patient satisfaction. Statistical test results simultaneously have a positive and significant effect on patient satisfaction.

scholarly journals Pengaruh Kualitas Website Dan Kualitas Service Terhadap Loyalitas Melalui Kepuasan Pengguna Shopee

2021 ◽  
Vol 5 (1) ◽  
Author(s):  
Wahyu Widiya Ningsih ◽  
Ida Bagus Nyoman Udayana ◽  
Lusia Tria Hatmanti Hutami
Keyword(s):  
Service Quality ◽  
User Satisfaction ◽  
Probability Model ◽  
Sampling Technique ◽  
Positive Influence ◽  
Quality Service ◽  
Website Quality ◽  
Several Variables ◽  
Equal Chance ◽  
Positive Effect

This research was conducted with the aim of knowing and analyzing what could affect the loyalty of Shopee e-commerce users. With several variables contained in this study, namely, website quality, service quality, user satisfaction and loyalty. In this study, there is a population namely Shopee e-commerce users and customers. And sampled a number of 100 respondents who use and subscribe to Shopee e-commerce. In taking a sample in this study using a probability model sampling technique or random sampling. This technique is a sample return technique where each member of the population has an equal chance of being selected as a semple member. After processing the data with SPSS 20, this research shows that website quality and service quality have a positive effect on user satisfaction, and user satisfaction has a positive effect on loyalty. The results of these calculations show that the sig value is positive, therefore all variables are accepted because they have a positive influence. Keywords : website quality, service quality, user satisfaction, loyalty

scholarly journals Pengaruh Service Quality, Service Convenience, dan Perceived Price and Fairness terhadap Loyalitas Nasabah Bank dengan Kepuasan Nasabah sebagai Variabel Mediasi

2021 ◽  
Vol 5 (2) ◽  
pp. 129
Author(s):  
Fincent Sutanto ◽  
Keni Keni
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Sampling Technique ◽  
Quality Service ◽  
Probability Sampling ◽  
Service Convenience ◽  
Perceived Price ◽  
Convenience Sampling ◽  
Positive Impacts

The purpose of this research is to investigate the effects of service quality, service convenience and perceived price and fairness on banking customer loyalty with customer satisfaction as the mediating at the bank . The method to sample the bank’s customers was by using non-probability sampling method with convenience sampling technique. The instruments to collect the data was by distributing questionnaires to 244 respondents of bank’s in Jakarta. Method to analysed the data was by using PLS-SEM. The result of the research reveal that service quality and perceived price and fairness have positive impacts on customer loyalty, while service convenience has no effect on customer loyalty. This research also found that service convenience and perceived price and fairness have positive impacts on customer satisfaction, while service quality has no effect on customer satisfaction. Moreover, customer satisfaction acts as mediating variable between service convenience. The finding suggest bank should maintain and enhance for service quality and perceived price and fairness to encourage customers decision to repurchase or remain a customer. Tujuan penelitian ini untuk mengetahui pengaruh kualitas layanan, kenyamanan layanan dan kelayakan harga yang dirasakan terhadap loyalitas pelanggan dengan kepuasan nasabah sebagai variabel mediasi terhadap nasabah bank. Penelitian ini menggunakan metode non-probability sampling dengan teknik convenience sampling. Penulis mengumpulkan 244 responden untuk penelitian ini dari nasabah bank swasta di Jakarta yang sebagian besar adalah karyawan umum. Respons dianalisis menggunakan PLS-SEM. Hasil penelitian menunjukkan bahwa kualitas layanan dan persepsi harga dan keadilan memiliki dampak positif terhadap loyalitas pelanggan, kenyamanan layanan tidak berpengaruh terhadap loyalitas pelanggan. Penelitian ini juga menemukan bahwa kenyamanan layanan dan persepsi harga dan keadilan memiliki dampak positif pada kepuasan pelanggan dan kualitas layanan tidak berpengaruh pada kepuasan pelanggan. Selain itu, kepuasan pelanggan bertindak sebagai variabel perantara antara kenyamanan layanan. Temuan ini menyarankan bank harus menjaga dan meningkatkan kualitas layanan serta harga dan keadilan yang dirasakan untuk mendorong keputusan pelanggan untuk membeli kembali atau tetap menjadi pelanggan.

scholarly journals Pengaruh Kemanfaatan NPWP, Pemahaman Wajib Pajak, Kualitas Pelayanan, dan Sanksi Perpajakan terhadap Kepatuhan Wajib Pajak

2020 ◽  
Vol 22 (2) ◽  
pp. 173-183
Author(s):  
Tiara Putri Taurina ◽  
Nurdhiana Nurdhiana ◽  
Triani Triani
Keyword(s):  
Service Quality ◽  
Test Validity ◽  
Sampling Technique ◽  
Coefficient Of Determination ◽  
Reliability Test ◽  
Quality Service ◽  
Test Results ◽  
Normality Test ◽  
Analysis Technique ◽  
Positive Effect

Taxpayer Compliance is a taxpayer who is aware of taxation, understands about the taxation rights and obligations and is expected to care about taxes, that is to, implement the taxation obligations properly and understands the taxation rights. The purpose of this research was to analyze the effect of the advantage of NPWP, taxpayer understanding, service quality, taxation penalty both partially and simultaneously on taxpayer compliance (empirical study on WP OP in KPP Pratama East Semarang). The population of this research were 46.261 and the samples used were 80. The sampling technique used was non-probability sampling. The analytical method used was the Data Quality Test (Validity Test and Reliability Test) and the Classic Assumption Test (Normality Test, Multicollinearity Test, Heterosedactivity Test). The analysis technique used multiple linear regression. Based on the result test partially (t test), the advantage of NPWP and taxation penalty had a positive effect on taxpayer compliance. Taxpayer understanding and service quality did not affect taxpayer compliance. The test results simultaneously (F test) showed the advantage of NPWP, taxpayer understanding, service quality, service penalty affected taxpayer compliance. The results of the coefficient of determination (Adjusted R2) showed that the advantage of NPWP, taxpayer understanding, service quality, service penalty were able to explain taxpayer compliance by 24% and the remaining 76% was explained by other variables.

PENGARUH KUALITAS PELAYANAN, KUALITAS PRODUK DAN KEPERCAYAAN TERHADAP LOYALITAS PELANGGAN AROMANIA PARFUMERY DI KOTA BENGKULU

2021 ◽  
Vol 4 (1) ◽  
Author(s):  
Sri Ekowati ◽  
Selamat Riyadi
Keyword(s):  
Service Quality ◽  
Product Quality ◽  
Customer Loyalty ◽  
Hypothesis Test ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
Quality Product ◽  
Using Data ◽  
Positive Effect

ABSTRACTThis study aims to determine the effect of service quality, product quality and  trust on customer loyalty aromania parfumery Bengkulu. This type of research is a survey research with a quantitative approach, the object of this research is the consumers in Aromania parfumery, which is precisely located on Jl. Kapuas Raya, Lingkar Barat, Kec. Gading Cempaka, Bengkulu City. with the sampling method, namely non-propability technique, namely insidential sampling technique. The number of respondents in this study were 105 people. The data collection method used a questionnaire. By using data analysis techniques using Multiple Linear Regression Analysis Test, and Hypothesis Test, namely test t and test f. The results of this study can be concluded that the variable service quality Aromania parfumery has a positive effect on customer loyalty, product quality has a positive effect on customer loyalty, and trust has a positive effect on customer loyalty.Keywords: Service Quality, Product Quality, Customer Trust and Loyalty.

scholarly journals Pengaruh Kualitas Layanan dan Keadilan Terhadap Kepatuhan Wajib Pajak Dengan Kepuasan Sebagai Variabel Mediasi

2020 ◽  
Vol 10 (2) ◽  
pp. 149-158
Author(s):  
Eka Febriani ◽  
Norra Isnasia Rahayu
Keyword(s):  
Service Quality ◽  
Tax Compliance ◽  
Sampling Technique ◽  
Primary Data ◽  
Probability Method ◽  
Significant Positive Effect ◽  
Mediating Role ◽  
Convenience Sampling ◽  
Positive Effect

This study aims to examine the effect of service quality and fairness on taxpayer compliance and the mediating role of satisfaction in the effect of service quality and fairness on taxpayer compliance. The population of this research is individual local taxpayers in Samarinda. The sample of this study is 164 respondents selected using non probability method with convenience sampling technique. This study uses primary data obtained from seven-scale Likert questionnaires. The data were analyzed using path analysis in SPSS. The results of this study show that, first, service quality has a significant positive effect on satisfaction and taxpayer compliance; second, fairness has an insignificant effect on satisfaction and taxpayer compliance; third, satisfaction has a significant positive effect on taxpayer compliance; fourth, service quality has a significant positive effect on taxpayer compliance mediated by satisfaction; fifth, mediated by satisfaction, fairness has no significant effect on tax compliance.

scholarly journals Analisis Kepuasan Mahasiswa dalam Menggunakan Sistem Informasi Terpadu Akademik (SITA) Universitas Batanghari Jambi

2020 ◽  
Vol 5 (2) ◽  
pp. 327
Author(s):  
Osrita Hapsara ◽  
Gupron Gupron ◽  
Andri Yandi
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Information Quality ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Primary Data ◽  
Quality Information ◽  
Significant Positive Effect ◽  
System Quality ◽  
Positive Effect

This study aims to analyze the effect of system quality, information quality, and service quality on student satisfaction in using the Integrated Academic Information System (SITA) at Batanghari University (Unbari) Jambi. This research was conducted in the Unbari Jambi environment, with the population in this study were students in the Unbari Jambi environment. The sample in the study was 98 students with proportionate random sampling technique. Types and sources of research data consist of primary data, namely data obtained from the opinions of respondents through a research questionnaire, and secondary data, namely data obtained from Unbari Jambi. The data analysis technique used in testing the research hypothesis was multiple linear regression analysis using SPSS version 21.0 for windows. The results of the study found that: 1) system quality has a positive and significant effect on student satisfaction in Unbari Jambi; 2) the quality of information has a significant positive effect on student satisfaction in Unbari Jambi; 3) service quality has a significant positive effect on student satisfaction in Unbari Jambi; and 4) system quality, information quality, and service quality together have a significant effect on the satisfaction of Unbari Jambi students with a contribution of influence of 68.1% and the remaining 31.9% is influenced by other factors not included in the scope of this study.

scholarly journals INFLUENCE OF INFORMATION QUALITY, SYSTEM QUALITY, SERVICE QUALITY AND SECURITY ON USER SATISFACTION IN USING E-MONEY BASED PAYTREN APPLICATIONS

2019 ◽  
Vol 3 (2) ◽  
pp. 288-299
Author(s):  
Winanda Wahana Wargadalam
Keyword(s):  
Service Quality ◽  
User Satisfaction ◽  
Information Quality ◽  
Information Service ◽  
Sampling Technique ◽  
Quality System ◽  
Quality Service ◽  
System Quality ◽  
Business Form

Nowadays technology grow extremely fast and it is helpful in communication and transactions, this effect to human behavior that people consider using technology intentively in daily activites cause of its facilities, one of facilities is digital economic transactions or e-money. Due to increasing of technology, there are some companies run their business form e-money based applications, one of the applications is the PayTren. The purposed of this research is to examine the satisfactory of the user who apply PayTren applications, such as the influence of information quality, system quality, service quality and security. The method of the research is based on DeLone and McLean models, then it will be modified. The research’s data is quantitative data. researchers collected 89 questionnaires from the population of PayTren application users in Batam by using a purposive sampling technique.  The conclusion of the research show that there is an influence between the quality of information, service quality and security on the satisfaction of e-money users based on the PayTren application, while it is found that there is no influence between the quality of the system on the satisfaction of e-money users based on PayTren applications.

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