scholarly journals Visitors' Perceptions of Service Quality In Taman Eden 100 Agro-Tourism

2021 ◽  
Vol 2 (6) ◽  
pp. 1961-1969
Author(s):  
Donny Ivan Samuel Simatupang ◽  
Helena Tatcher Pakpahan ◽  
Desyanti Chrismash
Keyword(s):  
Performance Analysis ◽  
Service Quality ◽  
Sampling Technique ◽  
Service Performance ◽  
Average Value ◽  
Visitor Satisfaction ◽  
Visitor Perceptions ◽  
Measurement Results ◽  
Improve Service Quality ◽  
Cartesian Diagram

This study aims to describe the level of visitor satisfaction in Eden 100 Agrotourism based on visitor perceptions, analyze the service performance of Eden 100 Agrotourism Center to influence service quality at Eden 100 Agrotourism Park, and how to improve service quality in Eden 100 Agrotourism Area. purposive, namely in Eden 100 Agrotourism which is located in Lumbanjulu Village, Lumbanrang District, Toba Samosir Regency, North Sumatra Province. This sampling method uses purposive sampling, the sampling technique is not based on random, regional or start, but based on considerations that focus on certain goals. The data analysis method used is a descriptive method and Importance Performance Analysis. The results of the study where the calculations were carried out using the help of SPSS version 15. The results of this study were: 1) The level of suitability of visitors was 73.05%-114.15%, the average level of conformity obtained was 96.53%. The average value of conformity is 17.62% lower than the level of visitor satisfaction which should be 114.15%. In this case, it can be concluded that the level of service performance of Taman Eden Agrotourism 100 is lower than the level of interest or expectations of visitors. 2) Based on the measurement results using Importance Performance Analysis, it can be seen in the Cartesian diagram that the location of items that affect visitor satisfaction with service quality at Taman Eden Agrotourism 100 is divided into four quadrants. 3). Based on the results of the Cartesian diagram, it is known that the service quality dimension attributes that need special attention are in quadrant A (priority) in the context of agro-tourism efforts in improving service quality, including a. the ability of employees to guide visitors which is included in the reliability variable, b. employees are willing to provide fast service which is included in the responsiveness variable, c. the patience of employees in providing services that are included in the guarantee variable, d. employees do not discriminate in serving visitors which are included in the guarantee variable.

scholarly journals Service Quality and Interest Impact on Satisfaction and Loyalty of Agro Tourism Visitors

2021 ◽  
Vol 748 (1) ◽  
pp. 012041
Author(s):  
Sri Ayu Andayani ◽  
Sri Umyati ◽  
Umar Dani ◽  
Arjon Turnip
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Agricultural Sector ◽  
Sampling Technique ◽  
Service Performance ◽  
Equation Modeling ◽  
Survey Method ◽  
Good Service ◽  
Visitor Satisfaction ◽  
The Impact

Abstract The agricultural sector is one of the opportunities for improving the economy of local communities. Opportunities will be a challenge for agro-tourism managers in their development. The purpose of this study was to determine the impact of service quality and importance on visitor satisfaction and loyalty. The research method used is a survey method and research sampling using incidental sampling technique to 127 tourists who come to visit. Furthermore, the data is processed using the Structural Equation Modeling (SEM) method with the support of Amos SPSS Version 24. The results show that good service performance can significantly increase visitor satisfaction by 44%. However, it is inversely proportional to the effect of service performance on consumer loyalty directly. Improved service performance can lower visitor loyalty rates by 48%. In addition, increased satisfaction can also have a significant effect on visitor loyalty by 111%. In contrast to service performance and satisfaction, interests do not have a significant effect on visitor satisfaction or loyalty. So that the presence or absence of complete facilities at the research location does not guarantee that visitors will feel significant satisfaction and loyalty.

scholarly journals ANALISIS KEPUASAN PENGUNJUNG KAWASAN WISATA LEMBAH HARAU KABUPATEN LIMAPULUH KOTA

2020 ◽  
Vol 17 (1) ◽  
pp. 11
Author(s):  
Regi Sari
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Sampling Technique ◽  
Ticket Price ◽  
Satisfaction Index ◽  
Visitor Satisfaction ◽  
Natural Beauty ◽  
Level Of Satisfaction ◽  
Level Of Importance

<p>The purposes of this study are (1) analyze the level of visitor satisfaction with the dimensions of quality (physical, reliability, responsiveness, assurance, and empathy) in the Harau Valley Tourism Area (HVTA), (2) analyze priorities for improving service quality (physical, reliability, power responsiveness, guarantees, and empathy) HVTA. The study was conducted in the Harau Valley Tourism Area, Limapuluh Kota Regency. The research sample of 100 respondents were selected using accidental sampling technique. Data were analyzed descriptively quantitatively using the IPA (Importance Performance Analysis) and CSI (Customer satisfaction Index) methods. The study was conducted in August 2019 until November 2019. The results showed that the level of satisfaction of HVTA visitors by 69% meant that visitors were satisfied with the attributes in HVTA. The attributes of natural beauty are the attributes with the highest level of importance and satisfaction, each at 4.29 and 4.39, while the ticket price is the attribute with the lowest level of importance and satisfaction at 3.26 and 2.78, respectively.<strong></strong></p>

Analisis Kualitas Pelayanan Pada Unit Perijinan Angkutan Dan Kendaraan Wajib Uji Dinas Perhubungan Kabupaten Karanganyar

2020 ◽  
Vol 4 (02) ◽  
Author(s):  
Fachry Prasetyo ◽  
Priyanto Susiloadi
Keyword(s):  
Performance Analysis ◽  
Service Quality ◽  
Sampling Method ◽  
Sampling Technique ◽  
Primary Data ◽  
Good Service ◽  
Analysis Techniques ◽  
User Community ◽  
Customer Perceptions ◽  
Level Of Satisfaction

Good service quality in public services will give an impetus to the user community to give a good assessment. Good service by the State Civil Servants (ASN) in the Transportation Obligatory Licensing Unit (UPAKWU) in the Karanganyar District Transportation Department was apparently still receiving complaints from the service user community. This shows that there are still some shortcomings in the implementation of the service system in the office. The sampling technique uses accidental sampling method. The data used are primary data obtained directly from respondents by providing a list of questions or questionnaires. Data analysis techniques using Importance-Performance Analysis (IPA) are used to measure the level of satisfaction of someone over the performance of other parties, and Cartesian Diagrams to determine service indicators that satisfy or do not satisfy consumers. The results showed that: Service quality in UPAKWU Karanganyar Regency according to customer perceptions has not been satisfactory, despite having good service performance / above average. This is based on the results of the Importance Performance Analysis analysis which gets a result of 94.36% (Total Tki

scholarly journals ANALISIS KUALITAS PELAYANAN AKADEMIK DENGAN METODE SERVPERF DAN IPA

2019 ◽  
Vol 8 (1) ◽  
Author(s):  
Rizky Oktaviani Putri, Shantika Martha
Keyword(s):  
Performance Analysis ◽  
Service Quality ◽  
Service Performance

Service Performance (SERVPERF) merupakan metode pengembangan dari Service Quality (SERVQUAL). SERVPERF menggunakan skala kinerja dan skala kepentingan untuk mengukur kualitas jasa, sedangkan  Important Performance Analysis merupakan metode yang memiliki kemampuan untuk mengidentifikasi prioritas yang diperlukan untuk perbaikan. Penelitian ini bertujuan untuk menganalisis kualitas pelayanan akademik FMIPA Untan pada mahasiswa tahun 2017/2018. Data dalam penelitian ini menggunakan data primer yang diperoleh melalui penyebaran kuesioner kepada responden yang telah ditentukan. Hasil penelitian menunjukkan bahwa ada beberapa atribut yang memerlukan perbaikan seperti kemudahan memperoleh informasi bagi mahasiswa (t3), proses pelayanan cepat dan tidak berbelit terkait dengan kebutuhan mahasiswa (r2), kesabaran petugas dalam menanggapi keluhan mahasiswa (e1).Kata Kunci: Kualitas Pelayanan, SERVPERF, IPA

scholarly journals PENGARUH KUALITAS PELAYANAN, KUALITAS PRODUK DAN CITRA BANK TERHADAP KEPUASAN NASABAH ERA COVID 19 (STUDI KASUS DI PT. BANK MANDIRI KANTOR CABANG PALEMBANG)

2021 ◽  
Vol 2 (2) ◽  
pp. 201-210
Author(s):  
Rora Rosmaya Sari ◽  
Luis Marnisah ◽  
Fakhry Zamzam
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Banking System ◽  
Sampling Technique ◽  
Corporate Image ◽  
Analysis Technique ◽  
Quality Product ◽  
Improve Service Quality

This study aims to analyze the effect of service quality, product quality and bank image on customer satisfaction. The population in this study were customers at PT. Bank Mandiri Palembang Branch Offices totaling 174,363 people. Determination of the sample using the Slovin formula, in order to obtain a sample of 100 people with incidental sampling technique. The analysis technique uses multiple linear regression with hypothesis testing using the t test and the F test. The results show that partially the variables of service quality and bank image have a significant and significant effect on customer satisfaction at Bank Mandiri. Meanwhile, the variable of product quality has an effect and is not significant towards the customer satisfaction of Bank Mandiri. Together, the variable service quality, product quality, and image of the bank simultaneously have an effect and are significant on customer satisfaction at Bank Mandiri. It is hoped that Bank Mandiri will further improve service quality, such as maintaining the banking system so that it always runs well, providing good and appropriate solutions, and maintaining a high corporate image as a customer image.

scholarly journals PENGUKURAN KEPUASAN PASIEN BERBASIS METODE KEPMENPAN NO. 25 TAHUN 2004

2015 ◽  
Vol 37 (3) ◽  
pp. 167
Author(s):  
Adila Kasni Astiena ◽  
Nur Indrawaty Liputo ◽  
Sri Evianti ◽  
Dewi Sulistyawati
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Public Service ◽  
Financial Management ◽  
Sampling Technique ◽  
Service Performance ◽  
Service Improvement ◽  
Service Agency ◽  
Random Block ◽  
Block Sampling

AbstrakRumah Sakit Achmad Mohctar (RSAM) Bukittinggi adalah rumah sakit milik Pemerintah Propinsi Sumatera Barat yang sejak beberapa tahun lalu menerapkan pola pengelolaan keuangan Badan Layanan Umum Daerah (BLUD) yang menuntut adanya akuntabilitas keuangan dan layanan. Dalam KEPMENPAN No. 25/2004 dinyatakan bahwa setiap instansi pemerintah wajib menyelenggarakan survey kepuasan masyarakat. Tujuan penelitian ini adalah untuk mengetahui tingkat kepuasan pasien, kinerja pelayanan, mutu pelayanan dan prioritas peningkatan kualitas pelayanan berdasarkan KEPMENPAN No. 25/2004. Disain penelitian adalah deskriptif kuantitatif. Penelitian dilakukan pada Bulan Mei hingga Juni 2013 di RSAM. Populasi penelitian adalah semua pasien yang datang ke RSAM pada waktu penelitian dilaksanakan. Sampel penelitian 500 orang. Teknik pengambilan sampel Random Block Sampling. Hasil penelitian menunjukkan bahwa semua item pertanyaan dinyatakan valid dan reliabel. Indeks kepuasan pasien adalah 76, mutu pelayanan “B”, kinerja unit pelayanan “Baik”. Prioritas peningkatan kualitas layanan pada unsur: prosedur pelayanan, persyaratan pelayanan, kedisiplinan petugas, kecepatan pelayanan, keadilan mendapatkan pelayanan, kewajaran biaya, kepastian biaya dan kepastian jadwal pelayanan.AbstractAhmad Mochtar Hospital (RSAM) is one of the hospitals owned by West Sumatra Province. RSAM has been implementing financial management strategy of district public service agencies (BLUD) since a few years ago that required financial and service accountability. KEPMENPAN No. 25/2004 states that each public service agency should undergo a public satisfaction survey. The objective of this study is to measure patient satisfaction, service performance, service quality, and the priority of service improvement based on KEPMENPAN method. The design of this study was descriptive quantitative. The population of this study was all patients visiting RSAM from May to June 2013, 500 patients were sampled by Random Block Sampling technique. The result shows that the questionare was valid and reliable. Patient satisfaction index is 76. Most of respondents (74%) perceived that the quality of service was "B" and the service performance was "Good". Priority of service quality improvement were: service procedures, term of service, disciplinary of service officer, speed of service, service equity, the reasonableness of service charges, the certainty of services cost and schedule.The recommendation for RSAM is to improve the “quality consciousness” culture, by disseminating the results of this survey. Patient satisfaction surveys based on KEPMENPAN is recommended to be held in other hospitals.

scholarly journals Application of the Servqual Method and the Kano Model as Measurement of Service Quality towards Customer Satisfaction in Senyum Media Bondowoso

2021 ◽  
Vol 1 (4) ◽  
pp. 324-331
Author(s):  
Firrizqi Satria Wibawa ◽  
Nurul Qomariah ◽  
Yusron Rozzaid
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Quantitative Research ◽  
Sampling Technique ◽  
Kano Model ◽  
Average Value ◽  
Level Of Satisfaction ◽  
Research Show

This research aims to analyze the level of customer satisfaction to services and explain the factors that must be prioritized in order to meet consumer expectations in Senyum Media Bondowoso. The method used is quantitative research with the Servqual method and the Kano model. The population of this research is all the customers of the Senyum Media Bondowoso store and the samples used are 150 samples using the Purposive Sampling technique. The results of the research show that the quality of service in CV. Senyumindo Mediatama Bondowoso is not in accordance with what is desired by customers, because the calculation is carried out using the Service Quality method, the results obtained are the average value of service quality, the average value of service quality for all dimensions of service quality is -4,967. On the other hand, for the Kano category is in the Indifferent category, which means that the attributes that are in the category of less attention by consumers, therefore the existence of these attributes does not affect the decrease or increase in the level of satisfaction of consumers. This category has no effect on consumer satisfaction with functional or dysfunctional services and goods.

scholarly journals Analisis Peningkatan Kualitas Pelayanan Pasien Menggunakan Metode SERVQUAL dan Importance Performance Analysis (IPA)

2020 ◽  
Vol 2 (1) ◽  
pp. 28
Author(s):  
Devina Vanesa ◽  
Firman Firman ◽  
Hendri Andi Mesta
Keyword(s):  
Performance Analysis ◽  
Health Service ◽  
Service Quality ◽  
Waiting Time ◽  
Health Workers ◽  
Air Conditioner ◽  
Priority Level ◽  
Service Information ◽  
Transaction Services ◽  
Improve Service Quality

Purpose - This study aims to determine the suitability of the level of perception and expectations ofthe patients with the services provided Padang Panjang Hospital and to determine whichservices should be prioritized to be improved. In addition, the aim was also to determinethe priority level competitive when compared with its peers. The calculation result of Servicequality analyze that all of attributes have gap score average -0.38. Results of priorityattributes with analysis Importance of Performance Analysis include: 6 attributes with the highest gap score: 1) Health workers respond to services immediately when needed(-1.21), 2) Completeness of supporting facilities in hospitalization (bed, chair, air conditioner, etc.)(1.06), 3) Hospitals have clear health service information (0.83), 4) Cleaning Service is always available(-0.63), 5) Waiting time for transaction services at the cashier fast and accurate(-0.59), and 6) Conformity of the results of services obtained with those that should be provided at the inpatient installation(0.47).This priority will be input to the hospital as a consideration to improve service quality. Keywords: Service Quality, SERVQUAL, IPA

scholarly journals The Effect of Service Quality, Price, and Brand Image on Purchasing Desicions of Moslem Wedding Equipment Service

2021 ◽  
Vol 1 (1) ◽  
pp. 41-49
Author(s):  
Badik Anna Baroroh ◽  
J.E. Sutanto
Keyword(s):  
Regression Analysis ◽  
Linear Regression ◽  
Service Quality ◽  
Brand Image ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
Purchasing Decisions ◽  
The Public ◽  
Improve Service Quality

Moslem Wedding Organizer is a form that personally helps brides and families to providing the supplies and implementation of wedding events in accordance with Islamic religious rules. The population of Surabaya city is majority moslem city that still adhering to diverse traditions and cultures, this is an opportunity for krar Suci to become the choice of moslem wedding organizer for brides in Surabaya. Several factors that are considered by the brides in making decisions about choosing wedding organizer are service quality, price, and brand image, so this study aims to determine the effect of service quality, price and brand image on the decision to purchase moslem wedding equipment. This type of research is quantitative, with the population being all Muslim couples in Surabaya who married in 2019, at the age of 19, who used the services by a wedding organizer. The sampling technique used incidental sampling with a sample size of 100 respondents who were processed using multiple linear regression analysis. The results of this study indicate that there is a positive and significant effect partially and simultaneously on service quality, price, and brand image on purchasing decisions for moslem wedding equipment services. Suggestions for the company are to improve service quality, re-analyze prices according to market, and improve brand image to be better known and trusted by the public.

scholarly journals Analisis Kepuasan Masyarakat Terhadap Pelayanan 27 Puskesmas di Kabupaten Mojokerto Berdasarkan Indeks Kepuasan Masyarakat

2020 ◽  
Vol 15 (2) ◽  
Author(s):  
Kuswadi Rustam
Keyword(s):  
Service Quality ◽  
Health Centre ◽  
Weighted Average ◽  
Sampling Technique ◽  
Public Institution ◽  
Community Satisfaction ◽  
Public Health Centre ◽  
Average Value ◽  
Satisfaction Index ◽  
Complaint Handling

The Measurement of community satisfaction in the healthy sector is an important element in the evaluation of the performance of the Govermnent in Mojokerto Regency. In this case, the Public Health Centre (PHC) should become a public institution based on community-based services which is the best, efficient, and more effective. For this reason, research on the level of satisfaction of PHC in Mojokerto is aimed to determine the correlation among satisfaction index and the community expectations in a PHC services in Mojokerto Regency. The method was used is a qualitative descriptive, the research is designed to combines qualitative and quantitative data. The object of the research is the people who use the PHC in 27 sub-districts in Mojokerto district. The sampling technique used in this study was purposive accidental sampling at the research location with 150 respondents per PHC location. Respondent data collection was carried out by interview and questionnaire techniques. the obtained data then calculated the weighted average value, community satisfaction index (IKM) and conversion in the form of a table of perception and IKM values. The results of the analysis show that the highest average conversion value of each service element of the 27 PHC is the conversion value of the cost / tariff element (U4) of 89.01 or reaches the service quality value is A. While the lowest average conversion value is the service element of complaint handling. (U4) 84.40, is in the value of service quality is B, while the other 20 of other PHC status is Good IKM.

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