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

scholarly journals Analisis Tingkat Kepuasan Konsumen terhadap Kualitas Produk dan Pelayanan di “Waroeng Kampoeng” Jimbaran menggunakan Metode Customer Satisfaction Index (CSI) dan Potential Gain Customer Value (PGCV)

2020 ◽  
Vol 8 (4) ◽  
pp. 535
Author(s):  
Pandu Desta Wisanggeni ◽  
Amna Hartiati ◽  
Cokorda Anom Bayu Sadyasmara
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Customer Value ◽  
Direct Evidence ◽  
Employee Behavior ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Potential Gain

"Waroeng Kampoeng" is a culinary business that has a menu variant of Chinese food & Indonesian food which is always crowded with visitors, however, an analysis of customer satisfaction is needed to support the successful achievement of satisfaction from service and product quality at a restaurant. The purpose of this research is to (1) find out what attributes are considered important by consumers for achieving customer satisfaction with the quality of products and services in "Waroeng Kampoeng" (2) to measure the performance of services provided "Waroeng Kampoeng" for customer satisfaction (3) determine the level customer satisfaction with products and services in "Waroeng Kampoeng" (4) determine the attributes that need to get priority from the company based on the level of importance and performance to provide satisfaction with customer satisfaction in "Waroeng Kampoeng". The method used to measure the level of customer satisfaction in this study is by distributing questionnaires to 95 selected respondents and will be calculated using the Customer Satisfaction Index (CSI) and Customer Benefit Potential Value (PGCV) with two observed service quality variables, namely direct evidence. , reliability, responsiveness, assurance and empath. Meanwhile, the second variable is the product quality variable which is observed is menu, price, and promotion. The results showed that there are 2 important attributes in determining customer satisfaction with service quality at "waroeng Kampoeng", namely direct evidence and assurance. Meanwhile, the product quality in "Waroeng Kampoeng" is the price and product. The service performance that is already good at "waroeng Kampoeng" is direct evidence that includes cleanliness of the place, cleanliness of the equipment used and WIFI facilities, while what includes guarantees is employee knowledge of the menu, transaction convenience and employee behavior. While the product performance that is already good in "waroeng Kampoeng" is the quality of the product which includes the taste of the drink, the presentation of the drink, the suitability of the food price with the portion, the suitability of the price of the drink with the portion, the variety of the food menu with quality, the suitability of the drink price with the quality and the suitability of the food price. with quality. Based on the customer satisfaction index service quality in "waroeng kampoeng" obtained 79% and the product quality customer satisfaction index in "waroeng kampoeng" 78%, which is included in the satisfied category. The PGCV results show that the attribute that needs to be improved from service quality is employee behavior because the value obtained is 3.23 and the attribute that needs to be improved from the product quality is the suitability of the price of the drink with the quality with the value obtained of 2.93. Keywords : customer satisfaction index, quality of product, quality of service, potential gain customer value.

scholarly journals PENINGKATAN KINERJA KUALITAS PELAYANAN PUBLIK DAN INDEKS KEPUASAN MASYARAKAT PADA DINAS KEPENDUDUKAN DAN PENCATATAN SIPIL KABUPATEN KUDUS

2020 ◽  
Author(s):  
Teguh Riyanto
Keyword(s):  
Service Quality ◽  
Public Service ◽  
Public Services ◽  
Service Providers ◽  
Service Performance ◽  
Community Satisfaction ◽  
Government Regulations ◽  
Satisfaction Index ◽  
Service Standards ◽  
Cartesian Diagram

Abstrak : Undang-Undang Nomor 25 Tahun 2009 tentang pelayanan publik maka seluruh penyelenggara pelayanan publik diwajibkan untuk menyusun standar pelayanan. Berdasarkan peraturan pemerintah yang berlaku, standar pelayanan menjadi tolak ukur yang dipergunakan sebagai pedoman penyelenggara pelayanan dan acuan penilaian kualitas pelayanan. Tujuan penelitian ini adalah untuk meningkatkan kinerja kulaitas pelayanan publik dan indeks kepuasan masyarakat pada Dinas Kependudukan dan Pencatatan Sipil Kabupaten Kudus. Ruang lingkup pelayanan publik dan kepuasan masyarakat meliputi 1) Persyaratan, 2) Sistem, mekanisme dan prosedur, 3) Waktu pelayanan, 4) Biaya/Tarif, 5) Produk spesifikasi jenis Pelayanan, 6) Kompetensi Pelaksana, 7) Perilaku Pelaksana, 8) Penanganan Aduan, Saran dan Masukan, 9) Sarana dan Prasaranan. Hasil penelitian dari sembilan ruang lingkup untuk mengukur kinerja kualitas pelayanan publik dan kepuasan masyarakat atas pelayanan publik pada Dinas Kependudukan dan Pencatatan Sipil Kabupaten Kudus memperoleh indeks kepuasan masyarakat 3,36 dan nilai kinerja pelayanan publik 83,88 dengan predikat Mutu Pelayanan A (Sangat Baik/Sangat Memuaskan). Dengan kualitas pelayanan publik yang sangat baik akan mempengaruhi indeks kepuasan masyarakat yang sangat memuaskan. Selian itu pada diagram kartesius juga diketuhui faktor yang perlu ditingkatkan dan dipertahankan kinerja pelayanan publik. Kata kunci : kinerja, pelayanan publik, indeks kepuasan masyarakat.Summary : Law Number 25 of 2009 concerning public services, all public service providers are required to develop service standards. Based on applicable government regulations, service standards become a benchmark used as a guide for service providers and a reference for assessing service quality. The purpose of this study is to improve the performance of public service quality and community satisfaction index at the Population and Civil Registry Office of Kudus Regency. The scope of public services and community satisfaction includes 1) Requirements, 2) Systems, mechanisms and procedures, 3) Service time, 4) Costs / Tariffs, 5) Product type specifications, 6) Implementing Competencies, 7) Implementing Behavior, 8) Handling Complaints, Suggestions and Feedback, 9) Facilities and Market. The results of the nine scopes of research to measure the performance of public service quality and public satisfaction with public services at the Population and Civil Registry Office of Kudus Regency obtained a community satisfaction index of 3.36 and the value of public service performance of 83.88 with the title of Service Quality A (Very Good / Very satisfy). With a very good quality public service will affect the community satisfaction index which is very satisfying. In addition, the Cartesian diagram also addresses factors that need to be improved and maintained the performance of public services.Keywords : performance, public services, community satisfaction index.

scholarly journals Rail-based Public Transport Service Quality and User Satisfaction – A Literature Review

2020 ◽  
Vol 32 (3) ◽  
pp. 423-435 ◽  
Author(s):  
Ahmad Nazrul Hakimi Ibrahim ◽  
Muhamad Nazri Borhan ◽  
Nur Izzi Md. Yusoff ◽  
Amiruddin Ismail
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Public Transport ◽  
User Satisfaction ◽  
Traffic Congestion ◽  
Information Quality ◽  
Service Providers ◽  
Delphi Approach ◽  
Rail Travel

While rail-based public transport is clearly a more advanced and preferable alternative to driving and a way of overcoming traffic congestion and pollution problems, the rate of uptake for rail travel has remained stagnant as a result of various well-known issues such as that commuters either use a more reliable and comfortable alternative to get from A to B and/or that they are not satisfied with the quality of service provided. This study examined the factor of user satisfaction regarding rail-based public transport with the aim of discovering precisely what factors have a significant effect on the user satisfaction and uptake of rail travel. This was approached using both the Delphi approach and a thorough review of the current literature, focusing on a total of nine possible factors affecting passenger satisfaction with rail travel availability of service, accessibility of service, ticket or pass, punctuality, clarity of information, quality of customer service, comfort, safety, and image. Also discussed were 29 extra possible attributes and several measures that were implemented in various countries to increase the service quality. It was concluded that this review will provide valuable information for policymakers, researchers and service providers in terms of specifying the service factors most worth investigating if the quality of this crucial means of transport is to be raised.

scholarly journals ANALISIS KUALITAS LAYANAN BERDASARKAN PERILAKU PELANGGAN MENGGUNAKAN METODE CUSTOMER SATISFACTION INDEX (CSI) DAN POTENTIAL GAIN IN CUSTOMER VALUE (PGCV) DI PT. USTEGRA (USAHA TEHNIK GRAFIKA).

JUMINTEN ◽  
2021 ◽  
Vol 2 (2) ◽  
pp. 132-143
Author(s):  
Nadia Sarasabella Andrijanto ◽  
Sumiati Sumiati
Keyword(s):  
Customer Satisfaction ◽  
Customer Value ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Potential Gain

PT.Ustegra adalah sebuah perusahaan swasta nasional Indonesia yang didirikan pada tahun 2018. PT. Ustegra bergerak di bidang pembuatan roll karet baru dan pelayanan perbaikan. Permasalahan pada PT. Ustegra terdapat pada bidang pemasaran khusunya pada bagian sales. Terdapat pernyataan-pernyataan sales yang tidak ditepati seperti proses pengerjaan yang cepat, tepat dan sesuai dengan keinginan sehingga menyebabkan pelanggan merasa tidak nyaman dengan pelayanan di PT. Ustegra. Penelitian ini menggunakan metode Customer Satisfaction Index untuk memahami kepuasan pelanggan perusahaan dan kualitas layanan yang diberikan oleh perusahaan dan Potential Gain Customer Value untuk memberikan usualan perbaikan. Dengan menggunakan metode CSI didapatkan nilai IKP yaitu 42,73% atau 0,4273 yang berada pada kisaran 0,35 - 0,50 yang artinya kurang puas berdasarkan indeks kepuasan pelanggan. selanjutkan dilakukan pemeringkatan dengan metode Potential Gain Customer Value maka diperoleh peringkat sebagai rekomendasi strategi perbaikan dengan lima peringkat tertinggi yaitu Menjamin produk ketangan konsumen dengan aman (D3) dengan nilai 14,3372, selanjutnya atribut Mempunyai layanan hotline tentang keluhan konsumen (D4) dengan nilai 13,794, Memberikan kemudahan akses informasi tentang pelayanan PT. Ustegra (E1) dengan nilai 13,6406, Memberikan perhatian yang lebih kepada konsumen PT. Ustegra (E2) dengan nilai 13,6406, Mempunyai sarana komunikasi yang lengkap guna menunjang pelayanan PT. Ustegra (A2) dengan nilai 13,584.

scholarly journals A STUDY ON EXPECTED SERVICE QUALITY FACTORS BY THE MARKETER IN E-MARKETING IN INDIA

2020 ◽  
Vol 6 (11) ◽  
pp. 71-78
Author(s):  
V. Ramanujam ◽  
P. Parthiban
Keyword(s):  
Service Quality ◽  
Web Service ◽  
Service Providers ◽  
Services Quality ◽  
Service Failure ◽  
Quality Service ◽  
Research Model ◽  
Quality Factors ◽  
Descriptive Research ◽  
Research Gap

In the present study, the descriptive research design has been administered. Since this research describes the characteristics of the marketers in e-marketing, it is concerned with descriptive in nature. Meanwhile, this study analyze the e-marketing behavior and its antecedents, e-services quality, service failure in e-marketing, its relationship with the profile of the marketers, it seems to be diagnostic in nature. In total, 535 marketers was identified by popular web service providers namely Pronet, Satyam, Airtel and BSNL. Hence the present study has made an attempt to fill up the research gap with the help of proposed research model.

scholarly journals Potential Gain in Customer Value and Customer Satisfaction Index Method For Analysis of Customer Satisfaction Level (Case Study In Pt. Anteraja)

2021 ◽  
Vol 1 (2) ◽  
Author(s):  
Sancha Arema Data ◽  
Ribangun Bamban Jakaria
Keyword(s):  
Customer Satisfaction ◽  
General Public ◽  
Customer Value ◽  
Service Systems ◽  
Satisfaction Level ◽  
Index Method ◽  
Satisfaction Index ◽  
Potential Gain ◽  
The World

UD PT. Tri Adi Bersama is a technology-based shipping service company known as Anteraja and sends packages by courier called Satria. This company is a supporter of Tokopedia's ecommers and will expand to other marketplaces. Currently, staging stores exist throughout Indonesia, except Papua. In the world of expedition or competing services from various companies, there are so many companies, but from all of that companies must think creatively in the services they provide to customers or consumers, companies must compete - competing for creativity in program problems that they will apply in their promotional system. Other online services have also been rampant in the general public and for competitors they also have promo programs and express facilities have tough challenges compared to other services which are only in the form of dropship services in staging areas. The Pick Up service is a service that is featured from the expedition of the Triputra group with a specified pick-up period, so the shiper or what can be called the shop owner can control and manage delivery schedules without being confused about delays in delivery The purpose of this research is to obtain complaint data to evaluate the level of customer satisfaction so that it can be used as a benchmark for companies in improving their service systems to customers using the CSI and PGCV methods.

scholarly journals A Literature Review: Which Regulation is Feasible for Assessing User Satisfaction with Terminal Services?

2019 ◽  
Vol 2 (4) ◽  
pp. 624-637
Author(s):  
Agung Riyardi ◽  
Mohd Fahmy-Abdullah ◽  
Sujadi Sujadi ◽  
Kusdiyanto Kusdiyanto ◽  
Triyono Triyono
Keyword(s):  
Content Analysis ◽  
Literature Review ◽  
Service Quality ◽  
User Satisfaction ◽  
Satisfaction Survey ◽  
Service Standards ◽  
Bureaucratic Reform

Three different studies have discussed regulations ofthe assessment of user satisfaction levelswith terminal services. Based on the assumption that the terminal attributes derived from regulations are accurate, this study aims to analyze the content of the regulations, compare them, and analyzeterminal user satisfaction as assessed by previous studies. Content analysis of the literature is conducted. The results reveal that among the user satisfaction survey regulations from the Minister of Administrative and Bureaucratic Reform Regulations of 16/2014 and 25/2004 and the service standard regulations from the Minister of Transportation Regulation of 40/2015, the most feasible regulation for the assessment of user satisfaction is the Minister of Transportation Regulation of 40/2015. This regulation does not regulate satisfaction assessment but can be used as a basis for assessments of user satisfaction with terminal services. All of the stipulated service standards can be classified as accurate terminal service attributes. Therefore, improvements can be made by including a requirement for satisfaction assessments. Through the incorporation of the service quality concept, such improvement could establish this regulation as a basis for reputable studies of satisfaction assessments. Another result reveals that the literature on the assessment of terminal user satisfaction based on the Minister of Transportation Regulation of 40/2015 reports that users are satisfiedwith the terminal attributes of reliability, convenience, affordability and equity, but they are unsatisfied with the attributes ofsafety and security. Thus,terminals should implement maximal regulation of service standards. Assurance of terminal securitycould increase user satisfaction.

scholarly journals Analisis Kepuasan Konsumen terhadap Kualitas Produk dan Pelayanan di Voltvet Eatery and Coffee menggunakan Metode Customer Satisfaction Index (CSI)

2019 ◽  
Vol 7 (4) ◽  
pp. 594
Author(s):  
Made Nanda Pranata ◽  
Amna Hartiati ◽  
Cokorda Anom Bayu Sadyasmara
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Quality Attribute ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Potential Gain ◽  
Quality Of Products ◽  
Index Value ◽  
Customer Values

The purpose of this research is to: (1) find out the attribute of products and services that are considered important by customers to achieve customer satisfaction of the quality products and service. (2) determine the level of customer satisfaction with the quality of products and services. (3) Determine attributes that need to get a priority in quality improvement of products and services to enhance customers satisfaction at Voltvet Eatery and Coffee. This research uses the methods of Customer Satisfaction Index (CSI) and the Potential Gains In Customer Values (PGCV) that includes quality products including food, beverage, coffee, price and promotion, while the quality of service including physical evidence, reliability, responsiveness, assurance, and empathy, respondents used amounted to 94. The data obtained were analyzed using SPSS 25.0 applications and microsoft excel. The Result of the research showed that all of the product and service quality attribute are considered important by customers. The level of customer satisfaction based on the CSI to quality product is 82,85% and on services 83,83%, which shows that customers very satisfied with product and service at Voltvet Eatery and Coffee. Quality attribute product that needs attention is the presentation with a PGCV index value 4.017; discount with the value of the index PGCV 3.891; and the consistency of food per serving with the value of the index PGCV 3.838;  while services quality attribute that need to gain priority are availability of parking lots with the value of the index PGCV 4.200; wifi facilities with the value of the index PGCV 3.636, and employee appearance with indeks of PGCV 3.121. Keywords: product quality, service quality, Customer Satisfaction Index (CSI), Potential Gain In Customer Values (PGCV).

Measuring factors influencing quality of software-as-a-service

2021 ◽  
pp. 026666692110563
Author(s):  
Nurul Huda Basiran ◽  
Maryati Mohd. Yusof
Keyword(s):  
Service Quality ◽  
User Satisfaction ◽  
Business Processes ◽  
Service Providers ◽  
Software As A Service ◽  
Perceived Service Quality ◽  
The Public ◽  
Business Sectors

Various industrial and business sectors use Software-as-a-Service due to its fast services. However, Software-as-a-Service providers face various challenges in providing high-quality services while simultaneously managing vast multi-tenant infrastructure models and increasingly complex user requirements. To address these problems, we identified those factors that affect the quality of Software-as-a-Service from the perspective of provider–user relationship and investigated how service providers can objectively improve user satisfaction. In a case study, we evaluated the perceived service quality of an information system in the public sector based on user satisfaction with the quality of external outsourcing service in terms of assurance, empathy, responsiveness, reliability, and communication. We identified new sub factors (commitment, skills, effectiveness, change management, business processes, and motivation) and proposed action steps that can guide best practices in ensuring Software-as-a-Service quality. These factors are greatly influenced by the communication between providers and users.

Exploring Relationship Quality of User's Cloud Service

2019 ◽  
Vol 31 (3) ◽  
pp. 17-36
Author(s):  
Tung-Hsiang Chou
Keyword(s):  
Service Quality ◽  
Relationship Quality ◽  
User Satisfaction ◽  
Online Survey ◽  
Service Providers ◽  
Cloud Service ◽  
Service Needs ◽  
Continuance Intention ◽  
Theoretical Understanding

The purpose of this article is to develop a research model examining the effects on relationship quality of a cloud service and to investigate the continuance intention of SaaS CRM (Software as a Service Customer Relationship Management) based on SaaS cloud service quality of service (SaaS-Qual) model. As basis theories, the study adopted service quality of SaaS and a post-acceptance model of IS continuance. The study also adds a relationship of quality as a moderate variance to validate the feasibility of cloud service. An online survey and a paper-questionnaire were used to collect data, and most respondents were experienced with using SaaS service for CRM for at least one year. The research causal model was validated by using SEM, and all eight study hypotheses were supported. These results indicate that relationship quality played an important role in influencing users' satisfaction and trust of SaaS's CRM service. High SaaS service quality could also increase users' intention to use cloud service continuously. SaaS CRM service providers should focus on enhancing relationship quality through motivational cloud service needs and SaaS CRM service features to increase user satisfaction and enhance levels of trust to promote continued use of SaaS service on the internet. This study contributes to a theoretical understanding of how relationship quality and cloud service can affect continuance intention.

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