scholarly journals Service quality practices and students satisfaction towards the Department of Communication Design

2017 ◽  
Vol 36 (3) ◽  
pp. 111-123
Author(s):  
A. K. Badu ◽  
E. Appiah ◽  
E. F. Eshun
Keyword(s):  
Service Quality ◽  
Tertiary Institutions ◽  
Quality Practices ◽  
Communication Design ◽  
Kwame Nkrumah ◽  
Perceived Satisfaction ◽  
Analysis Technique ◽  
Negative Perceptions ◽  
Key Variables ◽  
Academic Year

The increase in the number of tertiary institutions in Ghana offering Communication Design calls for a review of activities in the premium Department of Communication Design in Kwame Nkrumah University of Science and Technology. Grounded in service qualitytheory, the study examined students' perceptions and satisfaction relationships among five key variables related to satisfaction with service quality: assurance, tangibles, reliability, empathy and responsibility. The design employed for the study was survey. A total of 400 questionnaire were randomly distributed, out of which 260 were returned during the end of the second semester of the 2014/2015 academic year. The instrument used for the study was adapted from Cronin and Taylor's Service Quality Questionnaire.The instrument consisted of two parts; Part A consisted of items o respondent's biodata while Part B comprised of 22 items which elicited responses from student's perceived satisfaction. The results of the study using the factorial analysis technique indicated that students had negative perceptions and satisfaction about service delivery in the department. The findings suggest that there is a missing link between the deapartment and students. Baesd on these findings, the researchers recommend that there should be an avenue where students can address their concerns without malice, and also ensure that these concerns are given the maximum consideration.

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).    

THE EFFECT OF REPUTATION AND COMPETENCE ON CUSTOMER LOYALTY THROUGH CUSTOMER SATISFACTION

2020 ◽  
pp. 66-72
Author(s):  
Ari Dwi Astono ◽  
Widji Astuti ◽  
Harianto Respati
Keyword(s):  
Higher Education ◽  
Regression Analysis ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Sampling Method ◽  
Higher Education Institutions ◽  
Direct Influence ◽  
Tertiary Institutions ◽  
Central Java ◽  
Analysis Technique

This study aims to analyze the effect of reputation, competence on customer loyalty with customer satisfaction as an intervening variable. The population in this study were students of private tertiary institutions in Central Java who are members of Services for Higher Education Institutions Region VI, while a sample of 5 private universities, using the purposive sampling method, was taken with the Slovin formula of 190 respondents. The analysis technique uses regression analysis. Research results show the customer satisfaction variable can be an intervening variable or able to mediate between the direct influence of the reputation variable and the competency variable on customer loyalty variables.

TEACHING READING COMPREHENSION OF NARRATIVE TEXT TO THE TENTH GRADE STUDENTS

2018 ◽  
Vol 6 (2) ◽  
Author(s):  
Emi Br Bukit ◽  
Berlin Sibarani ◽  
Rika Rika
Keyword(s):  
Qualitative Research ◽  
Reading Comprehension ◽  
Data Analysis ◽  
Narrative Text ◽  
Teaching Reading ◽  
Qualitative Research Design ◽  
Analysis Technique ◽  
Tenth Grade ◽  
The Subject ◽  
Academic Year

This study aims at describing how the teachers teach reading comprehension of narrative text to the tenth grade students in Sibolangit and revealing the underlying reasons of why do they do that way. This study was conducted by using qualitative research design. The subject of this study were two english teachers who taught at tenth grade students of two SMA in Sibolangit they are : SMA Negeri  1 Sibolangit  and SMA RK Deli Murni Bandar Baru in academic year 2016/ 2017. The data were analyzed by using Miles and Huberman data analysis technique. The  technique of collecting the data was recorded from the classroom process in teaching reading comprehension of narrative text. The findings of the study show that most of teachers’ ways are not yet focusing on teaching reading comprehension but rather focusing teaching the knowledge of genre. The underlying reason of the teachers’ ways in teaching reading comprehension did not facilitate reading comprehension. It was due to the misperception of the concept of teaching reading comprehension.  Keywords : Teaching,Reading Comprehension,Narrative Text.

UPAYA MENINGKATKAN PRESTASI BELAJAR PPKn DENGAN MENGGUNAKAN MODEL BRAIN BASED LEARNING SISWA KELAS VIIB SMP NEGERI 16 REJANG LEBONG BENGKULU TAHUN AJARAN 2019/2020

2020 ◽  
Vol 4 (2) ◽  
Author(s):  
Rizki Oktiana Sakti ◽  
Supri Hartanto
Keyword(s):  
Action Research ◽  
Learning Achievement ◽  
School Year ◽  
Analysis Technique ◽  
Success Indicators ◽  
Improve Student Achievement ◽  
Classroom Action Research ◽  
Brain Based Learning ◽  
Quantitative Descriptive ◽  
Academic Year

Abstrak Penelitian Tindakan Kelas ini bertujuan untuk mengetahui upaya meningkatkan prestasi belajar PPKn dengan menggunkan model Brain Based Learning Kelas VII B SMP Negeri 16 Rejang Lebong Bengkulu Tahun Ajaran 2019/2020. Penelitian dilakukan di Kabupaten Rejang Lebong Bengkulu pada tahun pelajaran 2019/2020 di Kelas VII B dengan jumlah 26 siswa (Laki-laki 11 dan Perempuan 15). Penelitian Tindakan Kelas ini menggunkan siklus model Kermmis dan Mc Taggart yaitu rencana, tindakan, pengamatan dan refleksi. Pengumpulan data dilakukan dengan observasi, tes evaluasi, wawancara, dokumentasi. Teknik Analisi Data menggunakan deskriptif kuantitatif yaitu terjadi peningkatan prestasi belajar dari pra siklus. Hasil penelitian menyimpulkan bahwa upaya untuk meningkatkan prestasi belajar siswa kelas VII B SMP Negeri 16 Rejang Lebong Bengkulu dengan menggunakan model Brain Based Learninghasil jumlah perhitungan pra siklus dengan persentase ketuntasan sebesar 50,00%, pada siklus I mengalami peningkatan tuntas dengan persentase 57,69%, dan pada siklus II mengalami kenaikan kembali dengan presentase 65,38%. Sesuai dengan KKM 70 dan Indikator keberhasilan 60% dengan hasil yang diperoleh di siklus II maka, Penelitian Tindakan Kelas ini dihentikan karena prestasi belajar siswa meningkat dan sudah mencapai indikator keberhasilan yang telah ditentukan. Kata Kunci : Prestasi Belajar, PPKn Brain Based Learning Abstract This Classroom Action Research aims to determine efforts to improve PPKn learning achievement by using the Class VII B Brain Based Learning model of SMP Negeri 16 Rejang Lebong Bengkulu for the 2019/2020 academic year. The research was conducted in Rejang Lebong Bengkulu Regency in the 2019/2020 school year in Class VII B with a total of 26 students (male 11 and female 15). This Classroom Action Research uses the Kermmis and Mc Taggart model cycle, namely planning, acting, observing and reflecting. Data collection was carried out by observation, evaluation tests, interviews, documentation. The data analysis technique used quantitative descriptive, namely an increase in learning achievement from the pre-cycle. The results of the study concluded that efforts to improve student achievement in class VII B SMP Negeri 16 Rejang Lebong Bengkulu using the Brain Based Learningmodel resulted in the number of pre-cycle calculations with a completeness percentage of 50.00%, in the first cycle experienced an increase in completeness with a percentage of 57.69% , and in the second cycle it increased again with a percentage of 65.38%. In accordance with KKM 70 and success indicators of 60% with the results obtained in cycle II, this Classroom Action Research was stopped because student learning achievement had increased and had reached predetermined success indicators. Keywords: Learning Achievement, PPKn Brain Based Learning

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.

Chemical, Microstructural, and Rheological Characterizations of Binders to Evaluate Aging and Rejuvenation

2017 ◽  
Vol 2632 (1) ◽  
pp. 14-24 ◽  
Author(s):  
Patrícia Hennig Osmari ◽  
Francisco Thiago Sacramento Aragão ◽  
Leni Figueiredo Mathias Leite ◽  
Renata Antoun Simão ◽  
Laura Maria Goretti da Motta ◽  
...  
Keyword(s):  
Digital Image Analysis ◽  
Gel Permeation Chromatography ◽  
Waste Cooking Oil ◽  
Asphalt Binders ◽  
Size Distributions ◽  
Image Analysis Technique ◽  
Cooking Oil ◽  
Atomic Force ◽  
Analysis Technique ◽  
Key Variables

This study evaluated the effects of the commercial product, AR 5, and two alternative products, waste cooking oil and castor oil, in the rejuvenation process of two asphalt binders. The analyses were carried out on microscopic and macroscopic scales on virgin, aged, and rejuvenated binders. Tests in a dynamic shear rheometer were performed to characterize rheological properties of the binders. Then, an atomic force microscope was used to identify microstructural changes in the materials. A digital image analysis technique enabled the quantification of key variables such as area fraction and spatial and size distributions of the binder constituents. Finally, the following chemical tests were performed to identify changes in the chemical composition of the binders resulting from the aging and rejuvenation processes: SARA (which measures saturates, asphaltenes, resins, and aromatics), gel permeation chromatography, and nuclear magnetic resonance. The results obtained from the tests were further compared to identify correlations between the properties evaluated in different scales. The results demonstrated the efficiency and potential of the rejuvenators evaluated in this study. The results also highlighted the importance of the use of advanced techniques to characterize and understand the material aging and rejuvenation processes.

Persepsi Pengembangan Karir Ditinjau Dari Komitmen Organisasi Pada Karyawan Kontrak

2021 ◽  
Vol 15 (01) ◽  
pp. 21-34
Author(s):  
Zuraida Zuraida
Keyword(s):  
Quantitative Analysis ◽  
Organizational Commitment ◽  
Career Development ◽  
Significant Positive Correlation ◽  
Employee Commitment ◽  
Contract Employees ◽  
Analysis Technique ◽  
Negative Perceptions ◽  
The Relationship

Abstract : Contract employees are employees who work at the company with a certain time limit, and can be dismissed at any time, this affects employees' perceptions of career development at the company and also affects employee commitment to the company. This study aims to examine the relationship between perceptions of career development and organizational commitment for contract employees. Perceptions of career development variables and organizational commitment were measured using a scale. The subjects of this study were 48 contract employees, with the determination of the sample based on accidental sampling. The analysis technique used in this research is quantitative analysis using Karl Pearson's product moment with SPSS version 20 for Windows. Based on the research results, it is known that the perception of career development with organizational commitment on contract employees. There is a significant positive correlation (r.0.813 with sig <0.05) between the variable perceptions of career development and organizational commitment for contract employees, namely 0.000 and the significance value is below / less than 0.05, this means that the higher (positive) the perception of career development, the higher employee commitment to the company and vice versa, the lower (negative) perceptions of employee career development, the lower employee commitment to the company. On the perception of career development has the most categories at low (negative) with a contribution of 50% and organizational commitment at most has a low category with contributions 46%.   Keywords:   Contract Employees, Organizational Commitment, Perceptions of Career Development.   Abstrak : Karyawan kontrak merupakan karyawan yang bekerja di perusahaan dengan batasan waktu tertentu dan sewaktu-waktu dapat diberhentikan, hal ini mempengaruhi persepsi karyawan terhadap pengembangan karirnya pada perusahaan tersebut dan juga mempengaruhi komitmen karyawan pada perusahaannya. Penelitian ini bertujuan untuk menguji hubungan persepsi pengembangan karir terhadap komitmen organisasi pada karyawan kontrak. Variabel persepsi pengembangan karir dan komitmen organisasi diukur dengan menggunakan skala. Subjek penelitian ini berjumlah 48 karyawan kontrak , dengan penentuan sampel berdasarkan accidental sampling. Teknik analisis yang digunakan pada penelitian ini adalah analisis kuantitatif dengan menggunakan product moment karl pearson dengan program SPSS versi 20 for Windows. Berdasarkan hasil penelitian, diketahui bahwa persepsi pengembangan karir dengan komitmen organisasi pada karyawan kontrak, ada korelasi positif yang signifikan (r.0.813 dengan sig < 0.05) antara variabel persepsi pengembangan karir  dengan komitmen organisasi pada karyawan kontrak yaitu 0.000 dan nilai signifikansinya dibawah/lebih kecil 0.05, ini berarti bahwa semakin tinggi (positif) persepsi pengembangan karir maka semakin tinggi komitmen karyawan pada perusahaannya begitu sebaliknya semakin rendah (negatif) persepsi pengembangan karir karyawan maka semakin rendah komitmen karyawan pada perusahaannya. Pada persepsi pengembangan karir memiliki kategori paling banyak pada tingkat rendah (negatif) dengan kontribusi 50% dan komitmen organisasi paling banyak memiliki kategori rendah dengan kontribusi 46%.   Kata Kunci :  Karyawan Kontrak, Komitmen Organisasi, Persepsi Pengembangan Karir 

Service Quality Components and Inpatients Satisfaction at District Hospitals in Haryana: An Empirical Analysis

2021 ◽  
pp. 097206342110504
Author(s):  
Dalbir Singh ◽  
Rajesh Kumar Aggarwal
Keyword(s):  
Service Quality ◽  
Food Services ◽  
Treatment Services ◽  
Laboratory Services ◽  
Perceived Satisfaction ◽  
Nursing Services ◽  
District Hospitals ◽  
Quality Of Health Services ◽  
The Impact

Success of any health facility can be directly correlated with the perceived satisfaction of outpatients and inpatients availing treatment at these facilities. Therefore, patient satisfaction is a commonly used measure to assess the quality of services at various health facilities. The present article attempts to analyse the impact of service quality on inpatient satisfaction across all the district hospitals (DHs) of Haryana. Among other things, the article extracted eight factors, namely treatment services (TSs), food services (FSs), laboratory services (LSs), wards services (WSs), admission services (ASs), infrastructural services (ISs), medicine services (MSs) and nursing services (NSs) through exploratory factor analysis. Further, TSs were found to be the most important to predict the satisfaction of inpatients of DHs of Haryana followed by FSs, LSs, ISs, WSs, NSs, ASs and MSs. The article suggests the areas that require interventions to bring about overall course-correction and improve the overall quality of health services in the State and also contributes towards the existing literature on understanding service quality dynamics and measuring patients’ satisfaction for health care.

scholarly journals An application of retailing service quality practices influencing customer loyalty toward retailers

2017 ◽  
Vol 35 (7) ◽  
pp. 842-857 ◽  
Author(s):  
Achchuthan Sivapalan ◽  
Charles Jebarajakirthy
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Measurement Model ◽  
Cross Sectional ◽  
Content Type ◽  
Customer Base ◽  
Quality Practices ◽  
Personal Interaction ◽  
Loyal Customer ◽  
Favorable Evaluation

Purpose Enhancing retailing service quality (RSQ) serves as a basic strategy for gaining competitive advantage in the retailing industry and enables retailers to make a loyal customer base. The purpose of this paper is to propose and empirically investigate a comprehensive mechanism for enhancing customer loyalty to retail stores via service quality practices. This study suggests information on retailers can be the antecedent of the RSQ and its dimensions, thereby proposing a comprehensive mechanism for enhancing customer loyalty to retailers. Design/methodology/approach The data were collected using questionnaire surveys from 2,375 customers of three main supermarkets in Sri Lanka. After testing the measurement model, two structural models were run to test hypotheses. Findings The findings showed that the RSQ positively influenced customer loyalty. From all the RSQ dimensions, the store’s physical aspects, personal interaction and policy had a significant influence on customer loyalty. The findings also demonstrated that information on retailers contributes to enhancing a customer’s favorable evaluation of the supermarket’s physical aspects, personal interaction and retailing policy. Research limitations/implications This study was conducted with supermarket customers in one country using the cross-sectional data. Hence, the model should be replicated among retail customers in other countries with the longitudinal data. Practical implications Practically, this study recommends to retailers which dimensions of service quality they need to focus to enhance customer loyalty to their business. The study furthermore recommends certain dimensions that need to be emphasized while retailers design their promotional and communication programs. Originality/value Information on retailers has been suggested as an antecedent for enhancing supermarkets’ service quality practices. Thus, this study proposes a comprehensive mechanism for enhancing customer loyalty to retailers via service quality practices.

scholarly journals ANALISIS KUALITAS PELAYANAN DENGAN MENGGUNAKAN METODE FUZZY-SERVQUAL PADA KANTOR POS PUSAT KOTA PADANG

Jurnal Ecogen ◽  
2019 ◽  
Vol 2 (1) ◽  
pp. 18
Author(s):  
Widia Afriyuni ◽  
Rahmiati Rahmiati ◽  
Muthia Roza Linda
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Sampling Technique ◽  
Total Sample ◽  
Primary Data ◽  
Post Office ◽  
City Center ◽  
A Value ◽  
Analysis Technique

This study aims to analyze: (1) The level of customer satisfaction with the quality provided by the Padang City Center Post Office (2) Service attributes that need to be improved in service quality at the Padang City Center Post Office so as to improve customer satisfaction (3) Quality dimensions services that have the greatest influence on customer satisfaction at the Padang City Center Post Office. The population of this research is the Post Office customers with unknown number of respondents. The sampling technique of this study was accidental sampling technique with a total sample of 100 people. The data used is primary data. The data analysis technique uses the fuzzy-servqual method using Microsoft Excel software. The results showed that: (1) The level of consumer satisfaction is low because the overall servqual (gap) value is negative, namely -0.75 (2) There are 17 attributes that need to be improved from the 22 attributes that are tested to improve the quality of service at the Post Office Padang City Center (3) Dimensions of service quality with the biggest gap is the dimension of responsiveness with a value of -1.32.Keywords: Service Quality, fuzzy-servqual, customer satisfaction

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