scholarly journals ANALISIS PERSEPSI MASYARAKAT TERHADAP KUALITAS PELAYANAN LEMBAGA KEUANGAN MIKRO (STUDI ANGGOTA BMT MARDHATILLAH BERKAH)

2019 ◽  
Vol 4 (2) ◽  
Author(s):  
Suroso . ◽  
Enjang Suherman
Keyword(s):  
Performance Analysis ◽  
Service Quality ◽  
Random Sampling ◽  
Standard Procedure ◽  
Employee Attitudes ◽  
Five Dimensions ◽  
Analysis Technique ◽  
Service Building ◽  
Cartesian Diagram

Abstrak Beberapa anggota BMT Mardhatillah Berkah pada perkembangannya banyak yang keluar pada tahun 2017, diindikasikan adanya ketidakpuasan atas pelayanan BMT Mardhatillah Berkah. Beberapa anggota beralasan bahwa ketidakpuasan tersebut meliputi sikap pegawai, kejelasan kebijakan, pelayanan yang cepat, fasilitas gedung kurang nyaman serta empati terhadap anggota. Oleh sebab itu, perlu dilakukan penelitian lebih lanjut dengan menganalisis kualitas pelayanan BMT Mardhatillah Berkah dengan menggunakan lima dimensi kualitas pelayanan. Kualitas pelayanan yang baik memiliki kesesuaian antara harapan dengan persepsi anggota. Metode penelitian yang akan digunakan metode deskriptif kualitatif teknik analisis yang digunakan adalah Importance-Performance Analysis. Teknik pengumpulan data menggunakan wawancara dan angket, sedangkan teknik random sampling dan slovin dengan signifikansi 0,5% untuk sampelnya. Hasil penelitian menyatakan bahwa persepsi anggota terhadap kualitas pelayanan BMT Mardhatillah Berkah baik. Tingkat posisi diagram kartesius menunjukkan untuk kuadran A seperti sopan-santun dan ramah-tamah, perhatian pegawai kepada anggota, kecepatan/ketepatan layanan dan fasilitas BMT perlu ditingkatkan kualitas pelayannya. Posisi kuadran B seperti seperti pegawai menguasai SOP, jaminan aman, dan komuniasi pegawai sudah baik perlu dipertahankan. Posisi kuadran C tidak ada faktor layanan di diagram kartesius tersebut. Terakhir kuadran D yaitu kualitas pelayanan dianggap terlalu berlebihan seperti waktu layanan sesuai jadwal, mudah ditemui/dihubungi, dan penampilan pegawai beranggapan terlalu berlebihan menurut anggota, namun bagi BMT merupakan standar prosedur yang telah ditetapkan. Kata Kunci: Kualitas Pelayanan, Persepsi Anggota Abstract Members of BMT Mardhatillah Berkah on the growth of many out in 2017. Indicated their dissatisfaction with the services BMT Mardhatillah Berkah. Some members argued that such dissatisfaction include employee attitudes, policy clarity, fast service, building facilities less comfortable and empathy for members. Therefore, it is necessary to do further research to analyze the quality of service BMT Mardhatillah Berkah using five dimensions of service quality. Good service quality have suitability between members' expectations with perceptions of members. The research method used descriptive qualitative methods, Analysis technique used is Importance-Performance Analysis. The technique of collecting data using interviews and questionnaires. while the technique of random sampling and slovin with a significance of 0.5% for the sample. The result of research that members' perceptions of service quality BMT mardhatillah berkah is well. Level of position of the Cartesian diagram shows for quadrant “A” like polite and welcoming, the attention of management to the member, fast services and facilities, all of them need to be improved service quality BMT. Position quadrant "B" like employee know SOP, guarantee, and communication of employees well, all need to be maintained. position quadrant "C" there are not factor of service in the Cartesian diagram. the last quadrant "D" that service quality is considered too excessive such as scheduled service time, easy to find / contact, and employee appearance, member assume too excessive. but for BMT is a standard procedure which has been established. Key: service quality, perception member

scholarly journals STUDI EMPIRIS KUALITAS PELAYANAN MELALUI MODEL SERVQUAL (Service Quality) DAN IPA (Important Performance Analysis) PADA MAHASISWA JURUSAN TARBIYAH STAIN GAJAH PUTIH ACEH

2019 ◽  
Vol 3 (2) ◽  
pp. 183
Author(s):  
Farid Fauzi ◽  
Ansor Nasution
Keyword(s):  
Performance Analysis ◽  
Service Quality ◽  
Random Sampling ◽  
Simple Random Sampling ◽  
Total Sample ◽  
Primary Data ◽  
Research Approach ◽  
Low Expectations ◽  
Sequential Explanatory

Penelitian ini mengkaji kualitas pelayanan dengan menggunakan Model SERVQUAL dan IPA (Important Performance Analysis) pada Jurusan Tarbiyah STAIN Gajah Putih. Dimensi pelayanan yang digunakan yaitu : Tangibles, Reliability, Responsiveness, Assurance, Empathy. Pendekatan penelitian yang digunakan adalah Mixed Method dengan Model Sequential Explanatory, jumlah populasi dalam penelitian ini berjumlah 1576 mahasiswa dengan teknik pengambilan sampel menggunakan Simple Random Sampling menggunakan Rumus Slovin dengan jumlah sampel berjumlah 94 mahasiswa. Data yang digunakan adalah data primer dengan menggunakan Skala Likert. Berdasarkan hasil penelitian terdapat tiga atribut layanan yang mempunyai kategori yang harus mendapatkan perhatian khusus, sembilan atribut layanan yang berkategori layanan yang baik tetapi mempunyai tingkat prioritas yang rendah, sepuluh atribut layanan yang berkategori atribut layanan yang mempunyai harapan dan persepsi yang rendah serta empat atribut layanan yang mempunyai kategori kinerja yang baik  dan telah melampui harapan dari para mahasiswa. Kata Kunci : Kualitas Pelayanan, SERVQUAThis study examines the quality of service using the SERVQUAL and IPA Models (Important Performance Analysis) at the STAIN Gajah Putih Tarbiyah Department. The dimensions of the services used are: Tangibles, Reliability, Responsiveness, Assurance, Empathy. The research approach used was Mix Method with Model Sequential Explanatory, the number of population in this study amounted to 1576 students with sampling techniques using Simple Random Sampling using Slovin Formula with a total sample of 94 students. The data used are primary data using a Likert Scale. Based on the results of the study there are three service attributes that have special attention categories, nine service categories that are categorized as good but have a low priority level, ten service attribute categories that have low expectations and perceptions and four service attributes has a good performance category and has exceeded the expectations of the students.Keywords : Service Quality, SERVQUAL And IPA

scholarly journals THE ANALYSIS OF FRONT OFFICE DEPARTMENT SERVICE QUALITY FOR CUSTOMER’S SATISFACTION AT PADMA RESORT LEGIAN

2019 ◽  
Vol 2 (2) ◽  
pp. 66
Author(s):  
Ni Luh Putu Mira Indah Pratiwi ◽  
I Gusti Made Wendri
Keyword(s):  
Performance Analysis ◽  
Service Quality ◽  
Secondary Data ◽  
Validity And Reliability ◽  
Literature Study ◽  
Analysis Technique ◽  
Front Office ◽  
Perceptions And Expectations ◽  
Study Questionnaire

The purpose of this research is to know there is a gap between the guest’s perception and guest’s expectation to the Front Office Department service quality at Padma Resort Legian, and to know which indicators need to be improved and maintained to enhance the service quality of Front Office Department for customer’s satisfaction at Padma Resort Legian. The data used in this research are quantitative data which are collected from observation, literature study, questionnaire with validity and reliability tested and secondary data. The total of respondents are 60 respondents using incidental sampling method. Data analysis technique used is the SERVQUAL Method and Importance-Performance Analysis applied in Cartesian Diagram. The result of this research is show that there are negative and positive gap between perceptions and expectations. The result of the Importance-Performance Analysis found 1 indicator on Quadrant A which as the major weakness and need improvement which is the attributes number 4, fast and properly service of check-in and check-out process by the Front Office Staff. On the other hand, there are 6 indicators on Quadrant B which as the major strengths and opportunities. Padma Resort Legian should immediately improve the performance of indicator on Quadrant A to reach customer’s satisfaction.

scholarly journals Pengaruh Budaya Organiasi Terhadap Kualitas Pelayanan PDAM Tirta Masserempulu Di Kabupaten Enrekang

2018 ◽  
Vol 4 (3) ◽  
pp. 366
Author(s):  
Sumria Sumria ◽  
Muhammadiah Muhammadiah ◽  
Ihyani Malik
Keyword(s):  
Organizational Culture ◽  
Service Quality ◽  
Random Sampling ◽  
Regression Coefficient ◽  
Simple Random Sampling ◽  
Test Method ◽  
Analysis Technique ◽  
Simple Regression Analysis ◽  
Simple Regression

The objectives of this research is to find out the influence of organizational culture on the quality of service of PDAM Tirta Masserempulu, Enrekang Regency. The population is all customers in the Office of PDAM Tirta Masserempulu, Enrekang Regency. The sample used is a customer in the Office of PDAM Tirta Masserempulu, Enrekang Regency as many as 30 customers. The technique of determining the sample is by simple random sampling. The data analysis technique used was the analysis of the reliability test method and validity test, simple regression analysis of Pearson product moment (r) through the SPSS 20.00 program at a significant level of α = 0.05. The results showed that there was a significant influence between organizational culture on service quality PDAM Tirta Masserempulu, Enrekang Regency with a regression coefficient of 0.389 is positive, so it can be said that the direction of influence of variable X on Y is positive. While 76.9% is influenced by other factors not referred to in this study.Key word: organizational culture and service quality ABSTRAKPenelitian ini bertujuan untuk mengetahui pengaruh budaya organisasi terhadap kualitas pelayananan PDAM Tirta Masserempulu Kabupaten Enrekang. Populasinya adalah seluruh pelanggan di Kantor PDAM Tirta Masserempulu Kabupaten Enrekang. Sampel yang digunakan adalah pelanggan di Kantor PDAM Tirta Masserempulu Kabupaten Enrekang sebanyak 30 pelanggan. Teknik penentuan sampel adalah dengan cara simple random sampling. Teknik analisis data yang digunakan adalah analisis metode uji reabilitas dan uji validitas, analisi regresi sederhana Pearson product moment (r) melalui program SPSS 20.00 pada taraf signifikan α = 0,05.Hasil penelitian menunjukkan bahwa adanya pengaruh yang signifikan antara budaya organisasi terhadap kualitas pelayanan PDAM Tirta Masserempulu Kabupaten Enrekang dengan koefisien regresi sebesar 0,389 tersebut bernilai positif sehingga dapat dikatakan bahwa arah pengaruh variable X terhadap Y adalah positif. Sedangkan 76,9% dipengaruhi oleh faktor lain yang tidak termaksud dalam penelitian ini.Kata Kunci: budaya organisasi dan kualitas pelayanan.

scholarly journals Pengaruh Kualitas Pelayanan Terhadap Kepuasan Mahasiswa Mengenai Web Fikom Unisba

2020 ◽  
Vol 2 (3) ◽  
pp. 197-200
Author(s):  
Zulfa Haitan Rachman
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Coefficient Of Determination ◽  
Five Dimensions ◽  
Tertiary Institutions ◽  
The Public ◽  
Analysis Technique ◽  
Independent Variable ◽  
Media Data

 Abstract - The phenomenon that is happening right now is that private tertiary institutions have become something that is very much needed by the community, due to the progress of the nation. Where quality universities are seen literally by the public from the facilities and infrastructure that are owned and the satisfaction of students who are in the college environment itself. So students are able to achieve the desired goals. In this case the purpose of this study is to find out how much influence the quality of service on student satisfaction regarding the Faculty of Communication Science Unisba. Service quality consists of five dimensions, namely Reliability, Responsiveness, Assurance, Empathy, and Tangibles. The sample used in this study was 40 respondents which were students of Fikom Unisba. Then the data collection in the field using online questionnaires, distributed through online media. Data analysis technique used in this study is to use SPSS. The results showed that service quality had a significant (significant) effect on student satisfaction. From the output obtained a coefficient of determination (R2) of 0.215 which implies that the influence of the independent variable (service quality) on the dependent variable (student satisfaction).   Abstrak– Fenomena yang terjadi saat ini yaitu perguruan tinggi swasta menjadi sesuatu yang sangat dibutuhkan oleh masyarakat, karena untuk kemajuan bangsa. Dimana perguruan tinggi yang berkualitas dilihat secara harfiah oleh masyarakat dari sarana dan prasarana yang dimiliki serta kepuasan mahasiswa yang berada di dalam lingkungan perguruan tinggi itu sendiri. Sehingga mahasiswa mampu mencapai tujuan yang diinginkan. Dalam hal ini tujuan penelitian ini yaitu untuk mengetahui seberapa besar pengaruh kualitas pelayanan terhadap kepuasan mahasiswa mengenai web Fikom Unisba. Kualitas pelayanan terdiri dari lima dimensi yaitu Reliability, Responsiveness, Assurance, Empathy, dan Tangibles. Sampel yang digunakan dalam penelitian ini adalah 40 responden yang dimana mahasiswa Fikom Unisba. Kemudian pengumpulan data dilapangan dengan menggunakan angket secara online, disebarkan melalui media online. Teknik analisis data yang digunakan dalam penelitian ini yaitu dengan menggunakan SPSS. Hasil penelitian menunjukkan kualitas pelayanan berpengaruh nyata(signifikan) terhadap kepuasan mahasiswa. Dari output tersebut diperoleh koefisien determinasi (R2) sebesar 0,215 yang mengandung pengertian bahwa pengaruh variabel bebas (kualitas pelayanan) terhadap variabel terikat (kepuasan mahasiswa).    

scholarly journals METODE SERVQUAL, KUADRAN IPA, DAN INDEKS PGCV UNTUK MENGANALISIS KUALITAS PELAYANAN RUMAH SAKIT X

2020 ◽  
Vol 8 (2) ◽  
pp. 144
Author(s):  
Ulfi Nur Alifah ◽  
Alan Prahutama ◽  
Agus Rusgiyono
Keyword(s):  
Quality Improvement ◽  
Performance Analysis ◽  
Service Quality ◽  
Customer Value ◽  
Analysis Method ◽  
Five Dimensions ◽  
Customer Expectations ◽  
Potential Gain ◽  
Ease Of Access

The quality of service provided by the hospital is very important because it can be used as a reference in determining customer satisfaction. Service quality can be perceived as good and successful if the customer is satisfied with the services and suitable with what customers expect. However, if the services are not suitable with customer expectations, the service quality will be perceived as bad. This study aims to analyze the service quality of X Hospital based on five dimensions of service quality. The data was collected by distributing questionnaires to 64 selected respondents who were patients from Hospital X. Then, the data were calculated the value of the gap between customer expectations and perceptions. Then analyzed using the Importance Performance Analysis method and the Potential Gain Customer Value Index to determine the priority of service quality improvement. Based on the research results, there are only 5 indicators that have a positive gap score, which means that the service quality is suitable with customer expectations. From the Importance Performance Analysis quadrant, the indicators of service quality are spread across four quadrants. From the PGCV index, the indicator of service quality that becomes the first priority for improvement is the ease of access to purchase necessities for patients.

scholarly journals ANALISA PENINGKATAN PELAYANAN PEMBELAJARAN DARING (ONLINE) DENGAN IMPLEMENTASI METODE SERVICE QUALITY (SERVQUAL) DAN IMPORTANCE PERFOMANCE ANALYSIS (IPA) DI SMA NEGERI 3 TUBAN

JUMINTEN ◽  
2021 ◽  
Vol 2 (1) ◽  
pp. 156-167
Author(s):  
Fibio Isnando Hariatmaja Pradana ◽  
Rr Rochmoeljati
Keyword(s):  
Online Learning ◽  
Performance Analysis ◽  
Service Quality ◽  
Learning Process ◽  
Physical Evidence ◽  
Independent Variable ◽  
Variable Data ◽  
Negative Attributes ◽  
Cartesian Diagram

Dampak virus corona di institusi pendidikan yaitu pada proses pembelajaran tatap muka digantikan dengan proses pembelajaran online, dimana dampaknya guru dan siswa kurang berpengalaman, minimnya fasilitas yaitu handphone, laptop dan internet paket data dan menimbulkan masalah tingkat kepuasan siswa terhadap pelayanan guru pada media pembelajaran online. Untuk mengetahui tingkat kepuasan pelayanan dalam proses pembelajaran online menggunakan metode Service Quality (Servqual) untuk mengukur tingkat kepuasan pelayanan dari kualitas pelayanan berdasarkan Gap value and Importance Performance Analysis (IPA) untuk pemetaan diagram guna mengevaluasi dan memberikan rekomendasi untuk perbaikan. Lokasi penelitian di SMA Negeri 3 Tuban yang terletak di Jalan Manunggal No.14, Kab.Tuban, East Java Province. This research uses independent variable data, namely Tangibles (physical evidence), Reliability (reliability), Responsiveness (responsiveness), Assurance (Assurance), Emphaty (Empathy). The method used is Service Quality (Servqual) and Importance Performance Analysis (IPA).The results of the Servqual (Gap) value obtained the highest negative attributes, namely TA1 (-0.8), RL3 (-0.58), RS2 (-0.54), RS1 (-0.5) and EP1 (-0.5) . The results of the Servqual (Gap) value per dimension obtained the dimensions of responsiveness (-0.48), reliability (-0.33), empathy (-0.33), physical evidence (-0.32) and assurance (-0.28). ). The result of the calculation of the overall servqual value (Gap) can show a positive value of 0.05. The cartesian diagram mapping results obtained quadrant I attributes are TA1, RL3, and EP1.Based on the servqual (Gap) value, there are 4 attributes that are negative, namely the attributes TA1 (-0.8), RL3 (-0.58) and EP1 (-0.5) so that it shows that the service quality of the online learning process is unsatisfactory and cannot meet the expectations of students. Based on the Cartesian Importance Performance Analysis (IPA) chart mapping, it is found that the attributes are located in quadrant I, namely: TA1, RL3, and EP1. It should be done a maximum of no more than 45 minutes, not giving assignments simultaneously with other subjects, determining the day of assignment by making a schedule and giving space and opportunities to parents as assessors are the best things,Kata Kunci: Kepuasan Mahasiswa, Kepuasan Pelayanan, Kualitas Pelayanan, Importance Performance Analysis (IPA), Servqual

scholarly journals TINGKAT KEPUASAN KONSUMEN TERHADAP KUALITAS PRODUK DAN PELAYANAN BALI BAKERY

2019 ◽  
Vol 7 (3) ◽  
pp. 478
Author(s):  
Eka Kadalora ◽  
A.A.P.Agung Suryawan Wiranatha ◽  
Amna Hartiati
Keyword(s):  
Performance Analysis ◽  
Service Quality ◽  
Product Quality ◽  
Consumer Satisfaction ◽  
Quality Of Services ◽  
Analysis Method ◽  
Product Packaging ◽  
And Performance ◽  
Cartesian Diagram

The aim of this study are 1) To find out the attributes that are considered important by consumers in order to achieve the consumer satisfaction of Bali Bakery 2) To determine the level of consumer’s satisfaction on the products and services provided by Bali Bakery 3) To determine the attributes that considered to get priority in Bali Bakery, based on the level of suitability between interests and performance to provide the satisfaction to the consumers. The data of this study was obtained by distributing 187 questionnaires to the consumers of Bali Bakery Hayam Wuruk Denpasar branch. The Importance Performance Analysis method was used to determine the level of consumer satisfaction related to product quality and service quality performed by the company. The results of the study indicate that consumers were satisfied toward the quality of the product and the quality of services provided by the company. The level of consumer satisfaction toward the product quality was 80,34% and toward the service quality was 81.27%. The attributes that need to be prioritized were all of variables in quadrant A, namely affordable product prices, product packaging that was able to keep the product from being damaged to its destination, the availability of adequate parking space, employees of Bali Bakery providing the same service regardless of social status, and the Bali Bakery restaurant established the opening hours in accordance to the needs of consumers. Keywords: Consumer Satisfaction, Importance Performance Analysis, Cartesian Diagram.

scholarly journals STUDI KUALITAS PELAYANAN LISTRIK TERHADAP KEPUASAN PELANGGAN PT PLN (PERSERO) RAYON TABANAN

2018 ◽  
Vol 4 (2) ◽  
pp. 153
Author(s):  
I Putu Supardiasa ◽  
AA Gede Maharta Pemayun ◽  
I Wayan Rinas
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Direct Observation ◽  
Random Sampling ◽  
Sampling Method ◽  
Statistical Data ◽  
Sample Selection ◽  
Level Of Satisfaction ◽  
Cartesian Diagram

The level of satisfaction with the service provided by PLN becomes the main priority that must be obtained by the customers. The purpose of this research is to know the quality of electricity service to customer satisfaction PT PLN (Persero) Rayon Tabanan. In this research using 100 respondents by using non random sampling method in sample selection. There are two methods used in the research is the method of statistical data and methods of observation. Statistical data is the result of respondents' assessment on importance performance analysis, validity test and Cartesian diagram. Observation is a direct observation in the study. The results of this study indicate that electricity customers Rayon Tabanan feel satisfied with the quality of electricity service PT PLN (Persero) Rayon Tabanan because the assessment of respondents on electrical continuity in the level that is felt in accordance with the expected customers with SPSS calculation of 4.59% and for the value the lowest of 3.49% is the speed of PB / PD / PS application.

scholarly journals MENGUKUR KEPUASAN PASIEN RUMAH SAKIT ISLAM SITI RAHMAH PADANG ATAS KUALITAS PELAYANAN INSTALASI FARMASI DENGAN MENGGUNAKAN METODE IMPORTANCE PERFORMANCE ANALYSIS

Jurnal Ecogen ◽  
2019 ◽  
Vol 2 (1) ◽  
pp. 11
Author(s):  
Deta Aulia ◽  
Rahmiati Rahmiati ◽  
Gesit Tabrani
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Sampling Technique ◽  
Total Sample ◽  
Primary Data ◽  
Analysis Method ◽  
Analysis Technique ◽  
Study Population

This study aims to analyze and find out: (1) The service quality of pharmaceutical installations provided by RSI Siti Rahmah Padang is in accordance with patient expectations using the Importance Performance Analysis method (2) Service attributes that need to be prioritized to improve the quality of pharmacy installation services to patients in Siti Rahmah Padang Hospital using the Cartesian diagram. The study population was all visitors or patients who visited to get treatment at a pharmacy pharmacy installation. The sampling technique of this study was to use the accidental sampling method with a total sample of 100 people.The data used is primary data. The data analysis technique uses the Importance Performance Analysis method using Microsoft Excel software. The results showed that: (1) There are 1 service attribute that have a positive gap that is able to meet customer satisfaction (2) There are 3 service attributes that are the top priority for immediate improvement (3) Factors to improve the quality of pharmaceutical services caused by human factors , material, method, and environment.Keywords: Service Quality, Importance Performance Analysis, customer satisfaction, fishbone 

PENGARUH KUALITAS LAYANAN DAN NILAI PELANGGAN TERHADAP KEPUASAN PELANGGAN TOKO SERBA ADA MATAHARI DI PONDOK GEDE PLAZA KOTA BEKASI

2017 ◽  
Vol 5 (3) ◽  
Author(s):  
Drs. Iwan Kurniawan Subagja, SE., MM. ◽  
Adista Fitriani
Keyword(s):  
Regression Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Value ◽  
Research Study ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Analysis Technique ◽  
Study Population

Business competition is currently increasingly stringent requires that marketers develop marketing strategy that is telling. Companies that win business competition can solidify the company's position to survive in the future. This research study aims to analyze the effect of service quality and customer value on customer satisfaction of Multipurpose Shop Matahari in Pondok Gede Plaza simultaneously and partially. The study population is all customers of multipurpose store Matahari. This research uses multiple linear regression analysis technique, with survey data and questionnaire to 130 respondents. The results of this study indicate that the quality of service and customer value positively and significantly affect the customer satisfaction, service quality and customer value positively and partially significant to customer satisfaction.

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