scholarly journals SERVICE QUALITY ANALYSIS OF TWO OF THE LARGEST RETAIL CHAINS WITH MINIMART CONCEPT IN INDONESIA

2018 ◽  
Vol 19 (0) ◽  
pp. 177-185
Author(s):  
Hendy Tannady ◽  
Filscha Nurprihatin ◽  
Hendy Hartono
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Quality Analysis ◽  
Satisfaction Level ◽  
Quality Service ◽  
Analysis Method ◽  
High Expectations ◽  
Perceived Satisfaction ◽  
Retail Chains ◽  
And Performance

Service quality is important because it makes prices more affordable, and also fulfils customer satisfaction. This bolsters trust for customers, and thereby encourages them to keep buying products at retail stores. This research uses Quality Service Analysis method to understand the gap between customers’ expectations regarding service attributes and their perceived satisfaction level. This study also uses the method of Importance and Performance Analysis to determine an attribute’s category. Therefore, it can determine which priorities should be reinforced to improve customer satisfaction. Through SERVQUAL analysis, there are 10 known attributes of each retailer that has the highest gap score. Through IPA analysis, we know that Alfamart has 7 attributes which warrant serious attention from management. This is due to the high expectations of customers on the indicator, and the fact that the management has not managed well. Meanwhile, Indomaret has 9 attributes that warrant serious attention from management.

TANGGAPAN WAJIB PAJAK TERHADAP KUALITAS PELAYANAN DILIHAT DARI TINGKAT KEPENTINGAN DAN KINERJA PADA KANTOR PELAYANAN PAJAK KOTA BOGOR

2018 ◽  
Vol 2 (01) ◽  
pp. 14
Author(s):  
Eddy Supardi
Keyword(s):  
Performance Analysis ◽  
Service Quality ◽  
Descriptive Analysis ◽  
Good Work ◽  
Satisfaction Level ◽  
Quality Service ◽  
Analysis Method ◽  
And Performance ◽  
Personal Tax

The Tax Payer obidience in fulfiling their taxation obligation will be influenced a lot by the satisfaction level toward the service fiscus. The aim of this observation is to know the response of Tax Payer toward service quality through importance and performance. The population which become the object of this observation is the personal Tax Payer registered in Bogor Tax Service Office and the number of respondents taken as the sample are 100 respondents with Slovin formula. The analysis method used is descriptive analysis and importance-performance analysis.   The result of this observation will be able to be used as one of the input to Bogor Tax Service Office in improving the quality service and for the following observation, especially those who take the same object as the observation in order to improve the quality service to the Tax Payer based on the service of its working way which is felt less. Otherwise it is important for The Tax Payer, maintaining the good work or balancing the service quality based on the working way which is evaluated less important by The Taxe Payer, but has been done reasonably well or very well by The Service Office

scholarly journals ANALISIS PENGARUH KUALITAS MAKANAN DAN KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN DAN DAMPAKNYA PADA BEHAVIORAL INTENTION RESTORAN TOP YAMMIE

2020 ◽  
Vol 8 (2) ◽  
pp. 18-48
Author(s):  
Priska Liliani
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Food Quality ◽  
Behavioral Intention ◽  
Quantitative Research ◽  
Total Sample ◽  
Quality Service ◽  
Analysis Method ◽  
Effect Of Food

The purpose of this research is to analyze the effect of food quality, service quality on customer satisfaction and its impact on Top Yammie's restaurant behavioral intention. The analytical method used by the authors in conducting this research is to use quantitative research with a total sample of 100 people who are respondents who are people who eat at Top Yammie restaurants. In carrying out the data collection is done by distributing questionnaires in which there are several items of statement. in this study the variables are divided into several parts including food quality (X1), service quality (X2) to customer satisfaction (Y), and behavioral intention (Z). To measure the amount of influence on these variables, the authors use the path analysis method (path analysis). From the results of the analysis it was found that there was a significant influence both partially and simultaneously on food quality variables, service quality on customer satisfaction and its impact on Top Yammie's restaurant behavioral intentions

The Importance Of Customer Satisfaction And Customer Complaint Towards A Better Quality Service Using Six Sigma: An Academic Perspective

2012 ◽  
Author(s):  
Mohamad Nasir Saludin ◽  
Pei Kian Tan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Six Sigma ◽  
Gap Analysis ◽  
Data Gathering ◽  
Satisfaction Level ◽  
Quality Service ◽  
Complaint Management ◽  
Customer Complaints ◽  
Average Value

Tujuan utama penyelidikan ini adalah untuk menguji tahap kepuasan pengguna perpustakaan MMU (Melaka) dan mengenal pasti tahap keefektifan pengurusan aduan yang diamalkan selama ini. Sejumlah 253 sampel berjaya dikumpul daripada 300 borang soal selidik yang diedarkan. Penggunaan borang soal selidik yang berteraskan kepada model SERVQUAL di mana lima dimensi penentuan kualiti perkhidmatan digunakan (tangibles, reliability, responsiveness, assurance dan empathy). Melalui jurang perbezaan antara kepuasan dan jangkaan pelanggan, penyelidik berjaya mengenal pasti tahap kepuasan sebenar pengguna MMU. Soalan tertutup dipilih untuk kedua – dua bahagian, iaitu kepuasan pelanggan dan pengurusan aduan pelanggan. Responden diminta menyatakan tahap kepuasan mereka berdasarkan kepada pengalaman mereka bersama perpustakaan MMU. Kajian ini mendapati bahawa dimensi responsiveness dan empathy mencatat nilai kepuasan terendah di antara pengguna pepustakaan. Langkah penyelesaian dan cadangan telah dikemukakan untuk memperbaiki tahap kualiti perkhidmatan di perpustakaan MMU (Melaka). Six sigma merupakan salah satu alat pengukuran yang digunakan oleh organisasi dalam menghasilkan seunit output atau produk yang mencapai kecacatan sifar. Dalam statistik, sigma (σ) melambangkan variasi yang wujud dalam data. Ia menunjukkan jurang perbezaan antara data dalam distribusi statistik bagi nilai min (purata). Selain itu, six sigma juga mewakili nilai best in class di mana kecacatan yang dicatatkan hanya 3.4 kecacatan dalam jutaan pengeluaran. Kata kunci: Kualiti perkhidmatan; kepuasan pelanggan; SERVQUAL; pengurusan aduan; six sigma The purpose of this study is to evaluate the service quality that Multimedia University library (MMU) Malacca provides to its customers, by measuring the customers’ level of satisfaction and judgment on the importance and effectiveness of customer complaints management system implemented by MMU library. A total of 253 samples were gathered from 300 questionnaires distributed among regular users of MMU library. A questionnaire was designed and used as the data gathering instrument based on the SERVQUAL model which consists of five dimensions (tangibles, reliability, responsiveness, assurance and empathy). The modification of SERVQUAL questionnaires examines the gap between perceived value and expectations of customers’ towards the services provided. The concept of “gap analysis” was applied to indicate actual satisfaction level of customers towards the selected dimensions in the SERVQUAL model. Closed ended questions were selected for both areas, satisfaction and complaint management. Based on a five point Likert scale, respondents are required to rate their satisfaction level according to their experienced with MMU Library. The study found that the dimensions of responsiveness and empathy were at the lowest satisfaction level among MMU students. Recommendations and suggestions are presented in this study to improve the service quality of MMU (Malacca) Library by using the six sigma model. Six sigma is a way to measure the probability that companies can manufacture or produce any given unit of a product (or service) with zero defects. In statistics, sigma (σ) denotes the standard deviation of a set of data. It provides a measure of variability which indicates how all values in a statistical distribution vary from the mean (average) value. Six sigma is the rating that signifies “best in class,” with only 3.4 defects per million units or operations. Key words: Quality service; customer satisfaction; SERVQUAL; complaint management; six sigma

scholarly journals KINERJA LAYANAN DAN KEPUASAN NASABAH MASA PANDEMI COVID-19 PADA BANK BNI CABANG BOGOR

2021 ◽  
Vol 9 (3) ◽  
Author(s):  
Syarief Gerald Prasetya
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Service ◽  
Queuing System ◽  
Service Performance ◽  
Quality Service ◽  
Analysis Method ◽  
Customer Complaints ◽  
Satisfaction Index

The research is aimed at describing service quality and customer satisfaction with PT Bank BNI services during the COVID-19 pandemic. The study used 60 customers to be selected randomly as samples. The analysis method uses Importance Performance Analysis (IPA) and Customer Satisfaction Index (CSI). The results of the analysis found that the performance of services provided by PT Bank BNI Bogor Branch has been able to meet the interests of customers by 83.07%. Then it is known that several attributes are the main priority because their performance is still below the interests of customers, namely the queuing system during the Covid-19 pandemic, the speed of customer service during the Covid-19 pandemic, bank operational schedules during the Covid-19 pandemic, guarantees of getting quality service. the Covid-19 pandemic, the completeness of the facilities/equipment provided, the alertness to customer complaints during the Covid-19 pandemic, the speed in resolving the Covid-19 pandemic problems, the readiness to overcome queues during the Covid-19 pandemic and the readiness of officers when needed. From the results of the CSI analysis, it is known that the level of customer satisfaction is 77.61% which is included in the satisfied category. Thus the services provided by PT Bank BNI Bogor Branch during the Covid-19 pandemic can be said to be good but they still have to continue to make improvements so that their service performance is getting better.  

Using Taguchi Quality Analysis Method to Evaluate the Food and Beverage Service Improvement Trend

2012 ◽  
Vol 256-259 ◽  
pp. 3068-3072
Author(s):  
Cheng Wen Liao ◽  
Tieh Min Yen
Keyword(s):  
Decision Making ◽  
Quality Improvement ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Service Providers ◽  
Quality Analysis ◽  
Service Improvement ◽  
Research Subject ◽  
Analysis Method ◽  
Food And Beverage

Traditional analysis methods cannot analyze the data of customer satisfaction and dissatisfaction and be applied to decision-making, thus are unable to identify the quality improvement priority sequence. This study treated the food and beverage (F&B) service providers in Taoyuan International Airport as the research subject, and applied the Taguchi quality analysis method to evaluate the F&B service and identify the improvement direction for the F&B service quality.

scholarly journals Kepuasan Konsumen pada Rumah Makan Modern Muara Kapuas dan Rumah Makan Tradisional Yu Sri di Kabupaten Sleman

Media Wisata ◽  
2021 ◽  
Vol 7 (1) ◽  
Author(s):  
Sri Larasati
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Consumer Satisfaction ◽  
Services Quality ◽  
Restaurant Industry ◽  
Satisfaction Level ◽  
Quality Service ◽  
Quality Aspect

The restaurant is one of the businesses that is considered as an endless business. It is because a restaurant fulfils human’s need for food every day. Consequently. the more population live in the area, the higher demand for food. It causes the development of the restaurant industry in Yogyakarta to be more rapid. The study is conducted with the purpose to know the consumer satisfaction level of Muara Kapuas restaurant and Yu Sri restaurant and to test the satisfaction differences perceived by the consumers between Muara Kapuas restaurant and YU Sri restaurant. The result of the study shows that consumers are satisfied with the services provided by Muara Kapuas. The customer's Satisfaction in sequence starting from the biggest the service quality, amenity quality, accessibility quality and product quality. The consumers are satisfied with the YU Sri restaurant service. The customer satisfaction of Yu Sri restaurant in sequence starting from the biggest is product quality, service quality, amenity quality and accessibility quality. The analysis result of the customer's satisfaction differences is found between Muara Kapuas is a restaurant and YU Sri restaurant. In the services quality aspect, amenity quality and accessibility quality, the satisfaction level of that of the Muara Kapuas restaurant is higher than the customers of YU Sri restaurant. While in the product quality aspect, The Yu Sri restaurant consumers have satisfaction level than that of the Muara Kapuas Restaurant consumers.

PENGARUH KUALITAS PRODUK DAN KUALITAS PELAYANAN TERHADAP PENINGKATAN KEPUASAN DAN LOYALITAS PELANGGAN PERUSAHAAN DAERAH AIR MINUM (PDAM) KOTA MAKASSAR

2019 ◽  
Vol 3 (2) ◽  
pp. 228-244 ◽  
Author(s):  
Muhammad Rezha Pahlawan ◽  
Nurlia Nurlia ◽  
Abdul Rahman Laba ◽  
Erlina Pakki ◽  
Hardiyono Hardiyono
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Customer Loyalty ◽  
Indirect Effects ◽  
Analysis Method ◽  
Water Company ◽  
The Relationship ◽  
Intervening Variables ◽  
Customer Satisfaction And Loyalty

This study aims to determine the effect of Product Quality and Service Quality on Increasing Customer Satisfaction and Loyalty in Makassar Municipal Water Company (PDAM) both directly and through intervening variables or indirect effects. This study uses a quantitative approach conducted with the aim to explain the position of the variables studied and the relationship between one variable with another variable. This research will explain the causal relationship between variables through hypothesis testing. In this study, the analysis method used is path analysis using the SmartPLS program. The results of this study found that directly the product quality had a positive and significant effect on customer satisfaction, service quality had a positive and significant effect on customer satisfaction, product quality had a positive and significant effect on customer loyalty, service quality had a positive and not significant effect on customer loyalty, customer satisfaction positive and significant effect on customer loyalty. The indirect effect of this research is product quality has a positive and significant effect on customer loyalty if mediated by customer satisfaction. Service quality also has a positive and significant effect on customer loyalty if mediated by customer satisfaction.

PENGARUH KUALITAS PRODUK DAN KUALITAS LAYANAN TERHADAP KEPUASAN PELANGGAN

2017 ◽  
Vol 5 (3) ◽  
Author(s):  
Ismail Razak, SE., MS. ◽  
Nirmala Putri Sari
Keyword(s):  
Data Analysis ◽  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Sampling Method ◽  
Primary Data ◽  
Analysis Method ◽  
Simple Linear Regression ◽  
The City

The aim of this study was to analize the effects of product quality and service quality on the customer satisfaction. This study took place in the City of Bekasi and objects in this study are all customer who use the Matrass GM-9000. Primary data was obtained from customers of Matrass GM-9000 in Bekasi City through admission filling of questionnaire by using scale of Likert. The respondent of this study was chosen through accidental sampling method, and data analysis method was simple linear regression and multiple linear regression. The results of this study indicated that product quality and service quality positively and significant influenced the customer satisfaction

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