scholarly journals QUALITY OF ONE STOP SERVICE SERVICE TO SATISFACTION AND ITS IMPACT ON INSTITUTIONAL IMAGE (Survey at the Immigration Office Class II Tasikmalaya)

2020 ◽  
Vol 3 (1) ◽  
pp. 28-40
Author(s):  
Sri Mulyati ◽  
◽  
Hasan Fahmi Kusnandar ◽  
Keyword(s):  
Data Collection ◽  
Service Quality ◽  
Path Analysis ◽  
Class Ii ◽  
Institutional Image ◽  
One Stop ◽  
The Republic

The objective of this research is to identify and analyze The Effect of “One Stop Service”Quality Toward Applicant’s Satisfaction in Making Republic of Indonesia’s Travel Documents and Its Effect Toward The Image of Tasikmalaya Immigration Office – Class Two Institution. The data collection was obtained through questionnaire and literature. The population in this research was Passport Applicants who applied in Tasikmalaya Immigration Office – Class Two. The samples were determined based on 100 passport applicants. Metodology used was path analysis. In partially and simultanously, the result of research shows that “One Stop Service” has impact toward applicant’s satisfaction in making The Republic of Indonesia’s travel documents, and also has impact toward the impression of Tasikmalaya Immigration Office – Class Two.

scholarly journals PENGARUH KUALITAS LAYANAN TERHADAP LOYALITAS NASABAH MELALUI CITRA PERUSAHAAN SEBAGAI VARIABEL MEDIASI

2018 ◽  
Vol 7 (12) ◽  
pp. 6675
Author(s):  
I Made Deddy Saputra ◽  
I Nyoman Nurcaya
Keyword(s):  
Quality Of Service ◽  
Image Quality ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Customer Loyalty ◽  
Corporate Image ◽  
Analysis Technique

Customer satisfaction is an important element in determining and maintaining and growing the company. To be able to develop loyalty among its customers, banks need to know what factors influence loyalty and assess their performance in these factors. This research was conducted at PT. BPR Bali Dananiaga Denpasar. The number of respondents of this study were 117 respondents. Data collection is done through observation, interview and questionnaire. This research uses instrument test by using path analysis technique. Based on the analysis result found that service quality variable have positive and significant effect to company image. Quality of service has a positive and significant impact on customer loyalty. So the better the service quality of PT. BPR Bali Dananiaga, it will increase customer loyalty in PT. BPR Bali Dananiaga in Denpasar City. Corporate image has a positive and significant impact on customer loyalty. Corporate image proved able to mediate positively and significantly influence between service quality to customer loyalty.

scholarly journals The Influence of Facility and Service Quality towards Customer Satisfaction and Its Impact on Customer Loyalty in Borobudur Hotel in Jakarta

2017 ◽  
Vol 8 (1) ◽  
pp. 23 ◽  
Author(s):  
Rianto Nurcahyo ◽  
Annisa Fitriyani ◽  
Irma Nur Hudda
Keyword(s):  
Quality Of Service ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Customer Loyalty ◽  
Hospitality Industry ◽  
Analysis Technique

Hotel developments currently grow very rapidly. The emergence of new hotels increases the competition in the hospitality industry. This research aimed to determine the influence of the facilities, the quality of service to customer satisfaction and its impact on customer loyalty in Borobudur Hotel in Jakarta. Data collection were done by distributing questionnaires directly to 360 customers in Borobudur Hotel, Jakarta. The analysis technique used path analysis. The results of this research indicate that the variables of facilities, service quality, and customer satisfaction significantly affect customer loyalty variables simultaneously or partially. In addition, facilities and quality of service variable have a significant effect on customer satisfaction variables.

KEPUASAN KONSUMEN DITINJAU DARI KUALITAS PELAYANAN, STORE ATMOSPHERE DAN PROMOSI DI RUMAH MAKAN PONDOK JOWI SOLO

2020 ◽  
Vol 4 (02) ◽  
Author(s):  
Shofia Zulfa Amalina ◽  
Sri Hartono ◽  
Ratna Damayanti
Keyword(s):  
Quality Of Service ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Sampling Technique ◽  
Likert Scale ◽  
The Relationship

The purpose of this study was to analyze the effect of whether or not the quality of service, store atmosphere and promotion of consumer satisfaction at Pondok Jowi Restaurant Solo. The population in this study were consumers of Pondok Jowi Solo Restaurant in January 2020 at May 2020 with a total of 14,030 people. The sampling techniquemismpurposive samplingm which is a sampling technique with certain considerations by taking 100 respondents. Data collection uses a Likert scale questionnaire to measure respondents' answers to identify the relationship between service quality, store atmosphere and promotion of customer satisfaction. The results show that service quality, store atmosphere and promotion have a simultaneous and significant effect on customer satisfaction, servicei quality has assignificant effect on customer satisfaction, store atmosphere has a significant effect on customer satisfaction, and promotion has significant effect on customer satisfaction. Keywords: Service quality, Store atmosphere, Promotion, Consumer satisfaction

Quality of Services Publishing Record of Fisheries (BPKP) in The Marine and Fisheries Office South Sumatera Province

2018 ◽  
Vol 1 (2) ◽  
pp. 25-32
Author(s):  
Galamda Israk ◽  
Slamet Widodo ◽  
Andy Alfatih
Keyword(s):  
Quality Of Service ◽  
Data Collection ◽  
Service Quality ◽  
Participant Observation ◽  
Secondary Data ◽  
Likert Scale ◽  
Quality Of Services ◽  
Fishing Vessels ◽  
Scale Assessment

ABSTRACT This study aims to determine the quality of service issuance of Proof of Registration of Fishing Vessels (BPKP) in the Department of Maritime Affairs and Fisheries of South Sumatra Province and what factors influence it. Data collection techniques used were the distribution of questionnaires to 60 respondents who were capture fisheries business actors with a Likert Scale assessment, as well as conducting unstructured interviews, non-participant observation and secondary data collection. The dimensions used are tangible, reliability, responsiveness, assurance and empathy. The value of service quality based on tangible dimensions is 4.2 or good, based on the reliability dimension is 4.1 or good, the responsiveness dimension is 4.0 or good, the guarantee dimension is 4.1 or good, and based on the empathy dimension is 4.1 or good. Of all these parameters, it was concluded that the quality of BPKP issuance services in the Department of Maritime Affairs and Fisheries of South Sumatra Province in 2016 was good with a score of 4.1. The conclusion is based on an assessment of an average of 58 respondents or 97.4% of respondents.

Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah dan Loyalitas Nasabah Tabungan Britama Pada PT. Bank Rakyat Indonesia (Persero) Tbk Cabang Samarinda

2020 ◽  
Vol 8 (3) ◽  
pp. 199
Author(s):  
Poppy Alvianolita Sanistasya
Keyword(s):  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Data Collection Methods ◽  
Savings Accounts ◽  
Collection Methods

This study aims to determine: (1) the effect of service quality on customer loyalty; (2) the effect of service quality on customer loyalty; (3) the effect of satisfaction on customer loyalty. The type of research (explanatory effect). Samples of 110 respondents of savings accounts in BRI branch Samarinda. This study uses survey methode and data collection methods using questionnaires. Analysis of data used path analysis. Results of the path analysis can be seen that: (1) service quality variable have a significant effect on customer satisfaction variable; (2) service quality variable have a significant influence on customer loyalty variable; (3) customer satisfaction variable do not have a significant effect on customer loyalty variable.

scholarly journals PENGARUH BAURAN PROMOSI, KUALITAS PELAYANAN, DAN CITRA PERUSAHAAN TERHADAP KEPUASAN JAMAAH UMROH AL-SHAHBA MALANG MELALUI KEPERCAYAAN JAMAAH SEBAGAI VARIABEL INTERVENING

2020 ◽  
Vol 14 (2) ◽  
pp. 161-172
Author(s):  
Maulidia Wulan Anggraini ◽  
Tin Agustina Karnawati ◽  
Widi Dewi Ruspitasari
Keyword(s):  
Data Collection ◽  
Service Quality ◽  
Path Analysis ◽  
Significant Influence ◽  
Sampling Technique ◽  
Corporate Image ◽  
Coefficient Of Determination ◽  
Purposive Sampling ◽  
Independent Variables ◽  
Variable Population

The purpose of the research is to determine the effect of the promotion mix, service quality, and company image toward satisfaction of Al-Shahba Malang pilgrims through the pilgrims’ trust as an intervening variable. Population of this research is based on consumer who choosing and using Al-Shahba Malang’s umrah package in 2016-2018 as many 276 people. Sample used in this research covers 163 consumer using purposive sampling technique. In this research, the data collection techniques is by questionnaires, interviews, observations, and documentations. The data gained from questionnaires was analyzed by using instrument test, path analysis, hypoteshis testing and the coefficient of determination with SPSS 21.0 version. The research proves that the three independent variables : promotion mix, service quality, and corporate image, has a positive and significant influence on the pilgrims’ trust. The promotion mix, service quality, and corporate image has a positive and significant influence on the pilgrims’ satisfaction. The pilgrims’ trust has a positive and significant influence on the pilgrims’ satisfaction. And the promotion mix, service quality, corporate image has a positive and significant indirect influence on the pilgrims’ satisfaction through pilgrims’ trust as an intervening variable.

scholarly journals Kualitas Pelayanan Izin Mendirikan Bangunan (IMB) Di Dinas Penanaman Modal Pelayanan Terpadu Satu Pintu (DPMPTSP) Kabupaten Ciamis

2019 ◽  
Vol 2 (2) ◽  
pp. 100
Author(s):  
Gina Sofia Rahman ◽  
Herijanto Bekti ◽  
M.D Enjat Munajat
Keyword(s):  
Service Quality ◽  
Human Resources ◽  
Field Studies ◽  
Integrated Services ◽  
Building Construction ◽  
Online Service ◽  
Library Studies ◽  
One Stop ◽  
Construction Permit

AbstrakPenelitian ini membahas tentang Kualitas Pelayanan Izin Mendirikan Bangunan (IMB) di Dinas Penanaman Modal Pelayanan Terpadu Satu Pintu (DPMPTSP) Kabupaten Ciamis, dengan menggunakan teori servqual dari Zeithaml mengukur 5 dimensi, yaitu Tangible, Reliabillity, Assurance, responsiveness dan Empathy. Penelitian ini merupakan penelitian jenis kualitatif dengan tekhnik pengumpulan data dengan menggunakan studi kepustakaan, dan studi lapangan berupa observasi dan wawancara dengan 6 informan yaitu, Kepala DPMPTSP, Kabid Perizinan, Kabid Pengaduan dan Advokasi, Petugas Frontliner, Kabid Kepegawaian dan Pemohon Perzinan IMB.Berdasarkan hasil penelitian, Kualitas Pelayanan di DPMPTSP Kabupaten Ciamis masih belum berjalan secara efektif dan efisien dikarenakan kurang nya SDM si bagian pelayanan perizinan DPMPTSP Kabupaten Ciamis, kurangnya kemampuan petugas dan sarana untuk menunjang online service. Kata kunci : Kualitas Pelayanan, Izin Mendirikan Bangunan, Servqual.AbstractThis study discusses the Quality of Building Construction Permits (IMB) at the Ciamis District One-Stop Integrated Services Investment Office (DPMPTSP), using the servqual theory from Zeithaml to measure 5 dimensions, namely Tangible, Reliabillity, Assurance, Responsiveness and Empathy. This research is a qualitative type of research with data collection techniques using library studies, and field studies in the form of observation and interviews with 6 informants namely, Head of DPMPTSP, Head of Licensing, Head of Complaints and Advocacy, Frontliner Officers, Head of Personnel and IMB Licensing Applicants. research, Service Quality in DPMPTSP Ciamis Regency still has not run effectively and efficiently because of the lack of human resources in the licensing service section of DPMPTSP in Ciamis Regency, lack of staff ability and means to support online services.Keywords: Service Quality, Building Construction Permit, Servqual.

scholarly journals PENGARUH KUALITAS PELAYANAN PERIZINAN TERHADAP KEPUASAN MASYARAKAT PADA DINAS PENANAMAN MODAL DAN PELAYANAN TERPADU SATU PINTU (DPMPTSP)

Epigram ◽  
2019 ◽  
Vol 15 (2) ◽  
Author(s):  
Ratna Yulianingsih ◽  
Tuti Hartati ◽  
Tuti Hartati ◽  
Mawarta Onida ◽  
Mawarta Onida
Keyword(s):  
Service Quality ◽  
Correlation Coefficient ◽  
Quantitative Research ◽  
Linear Regression Analysis ◽  
Test Validity ◽  
Processing Technique ◽  
Coefficient Of Determination ◽  
Simple Correlation ◽  
One Stop

AbstractThis study aims to determine the effect of licensing service quality on community satisfaction in the Bogor Regency DPMPTSP. This research uses quantitative research method. Data collection in Bogor Regency uses observation and questionnaire. Data processing technique using Likert scale, while the technique of data analysis using test Validity, Reliability, Normality, Linearity, simple linear regression analysis, simple correlation analysis, coefficient of determination and test of correlation coefficient significance or T test. The results are: (a) The results of simple correlation coefficient test between the quality of service quality (X) and the satisfaction of society (Y) is 0.756 is strong, if it is concluded that there is strong correlation between variable (X) and variable (Y). (b) variable of service quality (X) give influence to variable satisfaction (Y) equal to 57,1% while the rest that is equal to 42,9% influenced by other factor not examined. (c) the result of t arithmetic is 10,633, while t table is 1,663 so that 10,633 > 1,663 so that service quality of permit in DPMPTSP Bogor Regency has significant influence to the satisfaction of society.Keyword: Service Quality, Public Service, Investment Service and One Stop Service.AbstrakPenelitian ini bertujuan untuk mengetahui pengaruh kualitas pelayanan perizinan terhadap kepuasan masyarakat pada DPMPTSP Kabupaten Bogor. Penelitian ini menggunakan metode penelitian kuantitatif. Pengumpulan data pada DPMPTSP Kabupaten Bogor menggunakan teknik observasi, dan kuesioner. Teknik pengolahan data menggunakan skala likert, sedangkan teknik analisis data menggunakan uji validitas, reliabilitas, normalitas, liniearitas, analisis regresi liniear sederhana, analisis korelasi sederhana, koefisien determinasi dan uji signifikansi koefisien korelasi atau uji T. Hasil penelitian menunjukkan bahwa : (a) Berdasarkan hasil uji koefisien korelasi sederhana antara variabel kualiatas pelayanan (X) dan kepuasan masyarakt (Y) bernilai 0,756 artinya kuat, jika disimpulkan bahwa terjadi hubungan yang kuat antara variabel (X) dengan variabel (Y). (b) variabel kualitas pelayanan (X) memberikan pengaruh terhadap variabel kepuasan (Y) sebesar 57,1% sedangakan sisanya yaitu sebesar 42,9% dipengaruhi oleh faktor lain yang tidak diteliti. (c) hasil t hitung yang didapatkan adalah 10,633, sedangkan t tabel adalah 1,663 sehingga 10,633 >1,663 sehingga kualitas pelayanan perizinan di DPMPTSP Kabupaten Bogor mempunyai pengaruh yang signifikan terhadap kepuasan masyarakat.Kata Kunci: Kualitas Pelayanan, Pelayanan Publik, Dinas Penanaman Modal dan Pelayanan Terpadu Satu Pintu (DPMPTSP)

scholarly journals PENGARUH KEMAMPUAN MANAJERIAL PIMPINAN TERHADAP MUTU LAYANAN ADMINISTRASI DI PASCASARJANA UIN ALAUDDIN MAKASSAR

2020 ◽  
Vol 11 (11) ◽  
pp. 1-13
Keyword(s):  
Data Collection ◽  
Correlation Analysis ◽  
Service Quality ◽  
Survey Research ◽  
Data Collection Tool ◽  
Managerial Ability ◽  
Administrative Services ◽  
Research Article ◽  
Administrative Service

This research article examines the significance of the influence of leadership managerial abilities on the quality of administrative services at the Alauddin State Islamic University in Makassar, while the objectives of this research article are: first, to analyze the reality of the managerial abilities of the postgraduate leadership of Alauddin State Islamic University Makassar; second, analyzing the reality of the administrative service quality of the Postgraduate Administration at the State Islamic University alauddin Makassar; third, to analyze the significance of the influence of the managerial ability of postgraduate leadership on the quality of administrative services at the Alauddin State Islamic University in Makassar. The type of research used is survey research through a quantitative approach with the data collection tool used is a questionnaire, while the analysis used is the product moment analysis and correlation analysis. The indications for the results of this study are that: first, the reality of the managerial ability of the postgraduate leadership of Alauddin State Islamic University Makassar is in the good category (71.4%); second, the reality of the quality of administrative services at the Postgraduate Program at Alauddin State Islamic University in Makassar is in the medium category (65.8%); third, the managerial ability of the postgraduate leadership of the Alauddin State Islamic University in Makassar has a significant effect (16.5%) on the quality of administrative services at the Postgraduate Program at the Alauddin State Islamic University in Makassar

scholarly journals Persepsi Nasabah Tentang Mutu Pelayanan Dan Produk Bankaltimtara Syariah Cabang Samarinda

AL-TIJARY ◽  
2018 ◽  
Vol 4 (1) ◽  
pp. 53-60
Author(s):  
Irma Yuliani
Keyword(s):  
Data Collection ◽  
Service Quality ◽  
Field Research ◽  
Quality Of Services ◽  
Customer Needs ◽  
Customer Perceptions ◽  
Qualitative Descriptive ◽  
Positive Results

This study aims to determine customer perceptions of service quality and products of Kaltimtara Sharia Bank Samarinda Branch. This type of research is field research. The nature of this study is qualitative descriptive by using interviews and questionnaires as data collection techniques. The population in this study are all priority customers of Samarinda Bank Kaltimtara Syariah Branch, amounting to 300 customers, using purposive techniques. sampling, the research sample was 75 respondents and interviews with related parties. The results showed that customer perceptions of service quality and products at Bankaltimtara Syariah Samarinda branch were measured using the CARTER dimension (Compliance, Assurance, Reliability, Tangibles, Emphaty, and Responsiveness). Whereas for products measured through 6 dimensions which include Performance, Features, Realiability, Durability, Conformance to specifications and aesthethic shows positive results which are very good but the things that need to be considered are regarding the need for additional park land specialized and financial consultations to meet priority customer needs. This is in line with the results of interviews with relevant parties that indicate the quality or quality of services and products that are sharia standard and in accordance with the vision and mission of Bankaltimtara Syariah.

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