scholarly journals The Effect of Service Quality and User Value on the Satisfaction and Loyalty of Users at Library and Archives of Padang City

2020 ◽  
Vol 8 ◽  
pp. 538-551
Author(s):  
Sefni Hayati ◽  
Heryanto
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Sampling Technique ◽  
Primary Data ◽  
Analysis Method ◽  
Analysis Technique ◽  
Library Users ◽  
User Value ◽  
The City

This study aims to determine and analyze the effect of service quality and user value on the satisfaction and loyalty of users at the Padang City Library and Archives Service. The sample used was 100 respondents. The sampling technique is purposive sampling. The data is processed using SPSS 16. The type of data used is primary data by distributing questionnaires. Data analysis method with path analysis technique. The results of the study found that the quality of service had a significant effect on the loyalty of users at the Padang City Library and Archives Service, the value of users had a significant effect on the loyalty of users at the City of Library and Archives Service, the quality of service had a significant effect on the satisfaction of visitors at the Department of Library and Archives of Padang, the value of users have a significant effect on the satisfaction of library users in the Padang City Library and Archives Office, satisfaction has a significant effect on the loyalty of users in the Library and City Archives Office in Padang, the quality of service through satisfaction has no effect on loyalty and so does the value of users through satisfaction does not affect the loyalty of users in the Padang City Library and Archives Service.

scholarly journals MENGUKUR KEPUASAN PASIEN RUMAH SAKIT ISLAM SITI RAHMAH PADANG ATAS KUALITAS PELAYANAN INSTALASI FARMASI DENGAN MENGGUNAKAN METODE IMPORTANCE PERFORMANCE ANALYSIS

Jurnal Ecogen ◽  
2019 ◽  
Vol 2 (1) ◽  
pp. 11
Author(s):  
Deta Aulia ◽  
Rahmiati Rahmiati ◽  
Gesit Tabrani
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Sampling Technique ◽  
Total Sample ◽  
Primary Data ◽  
Analysis Method ◽  
Analysis Technique ◽  
Study Population

This study aims to analyze and find out: (1) The service quality of pharmaceutical installations provided by RSI Siti Rahmah Padang is in accordance with patient expectations using the Importance Performance Analysis method (2) Service attributes that need to be prioritized to improve the quality of pharmacy installation services to patients in Siti Rahmah Padang Hospital using the Cartesian diagram. The study population was all visitors or patients who visited to get treatment at a pharmacy pharmacy installation. The sampling technique of this study was to use the accidental sampling method with a total sample of 100 people.The data used is primary data. The data analysis technique uses the Importance Performance Analysis method using Microsoft Excel software. The results showed that: (1) There are 1 service attribute that have a positive gap that is able to meet customer satisfaction (2) There are 3 service attributes that are the top priority for immediate improvement (3) Factors to improve the quality of pharmaceutical services caused by human factors , material, method, and environment.Keywords: Service Quality, Importance Performance Analysis, customer satisfaction, fishbone 

scholarly journals HARGA, PROMOSI, DAN KUALITAS PELAYANAN SEBAGAI ANTESEDEN KEPUASAN PELANGGAN YANG DI MEDIASAI OLEH KEPUTUSAN MENGGUNAKAN OJEK ONLINE DI YOGYAKARTA

2020 ◽  
Vol 9 (2) ◽  
pp. 241
Author(s):  
Taufiq Hidayat ◽  
Sukardi Sukardi
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Sampling Method ◽  
Sampling Technique ◽  
Primary Data ◽  
Analysis Tool ◽  
Independent Variables ◽  
The City ◽  
Positive Effect

Customer satisfaction is an asset for the company to be a benchmark for the company's success in serving customers. Since its establishment in 2010, GOJEK has consistently  served  the  community,  presenting  efficient  and  effective transportation  to the Indonesian people spread across several cities. By maintaining the values of a friendly Indonesian character. The population in this study were GO-JEK users. While the sample in this study is GO-JEK users more than once in the city of Yogyakarta.  The sampling technique uses a non-probability sampling method. While the data used in this study are primary data by  obtaining the data needed by  using information techniques, namely by distributing  questionnaires.  The analysis tool uses multiple linear regression, and doing a partial test  knowing  whether the independent variables individually have a significant effect on the dependent variable, do the r-test to measure the ability of the model to explain the ability of the dependent variable.The results of the analysis can be concluded that: Price does not have a positive effect on user decisions. Promotion does not have a positive effect on user decisions. Service quality does not have a positive effect on user decisions. User decisions have a positive effect on customer satisfaction. User decisions do not mediate between Price, Promotion and Quality of Service.

scholarly journals Effect of trust, convinience, security and quality of service on online purchase decision (consumer case study in tangerang selatan area)

2018 ◽  
Vol 23 (1) ◽  
Author(s):  
Indra Ade Irawan
Keyword(s):  
Quality Of Service ◽  
Sampling Technique ◽  
Primary Data ◽  
Purchase Decision ◽  
Purchasing Decisions ◽  
Online Purchase ◽  
Analysis Technique ◽  
Questionnaire Method

This study aims to determine the influence of trust, convenience, security, and quality of service to online purchasing decisions on consumers in the area of South Tangerang. The population is all consumers who buy products online in South Tangerang region. The type of data used is the primary data using the questionnaire method. The sampling technique is using non probability sampling with sample of 200 respondents. The analysis technique used is multiple regression. The results showed that: (1) Trust has a positive and significant effect on online purchasing decisions. (2) Convinience has a positive and significant impact on online purchasing decisions. (3) Security has a negative and insignificant effect on online purchasing decisions. (4) Service Quality has a positive and significant impact on online purchasing decisions.

scholarly journals PENGARUH TINGKAT RELIGIUSITAS, KUALITAS LAYANAN TERHADAP KEPUTUSAN MENABUNG DAN INFORMASI SEBAGAI VARIABEL MODERATING

2018 ◽  
Vol 12 (2) ◽  
pp. 365-387
Author(s):  
Irham Pakkawaru
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Primary Data ◽  
Islamic Banking ◽  
Analysis Techniques ◽  
Economics Students ◽  
Saving Decisions ◽  
The City ◽  
Level Variable

This study aims to find empirical evidence regarding the effect of the level of religiosity, the quality of service on saving decisions of the Faculty of Economics students in Islamic banking and information as a moderating variable. The sample used was students majoring in economics in the city of Palu. The type of data used is primary data with analysis techniques using multiple linear regression and hypothesis testing using simultaneous analysis (F test) and partial (t- test). The results of this study indicate that simultaneously the level of religiosity and service quality variables significantly influence saving decisions. Partially only the service quality variable (X2) has a significant effect on saving decisions (Y). While the religiosity level variable does not have a significant influence on saving decisions (Y), and Information does not moderate or not as a moderating variable.

scholarly journals Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pada JNE Cabang Bandung [The Influence of Service Quality on Customer Satisfaction at JNE Branch in Bandung]

2016 ◽  
Vol 11 (2) ◽  
pp. 265
Author(s):  
Januar Efendi Panjaitan ◽  
Ai Lili Yuliati
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Descriptive Analysis ◽  
Sampling Technique ◽  
P Value ◽  
Analysis Technique ◽  
Set Up ◽  
Branch Office

The purpose of this study was to determine the effect of Quality of Service Quality of Service Customer Satisfaction either simultaneously or partially on Cabang JNE Bandung. JNE is a freight company and documents that have been established since 1990. In 2004, JNE set up headquarters in Jakarta. The JNE Bandung has a branch office in Jalan Permata Kawaluyaan numbers 1-4 Soekarno Hatta, Bandung. The type of research used in this study was descriptive research type using a quantitative approach. The analysis technique used was descriptive analysis techniques and multiple linear regression. While the sampling technique used was Non Probability sampling using purposive sampling and number of samples of 78 people. The results of this research showed that the quality of service (X) consisting of Reliability, Assurance, Tangibles, Empathy, and Responsiveness simultaneously had significant influence on satisfaction of customers with significant value (p value) of 0.003 < 0.05. Partial test results showed that the only variable that empathy has a partial effect on was customer satisfaction with the number of variables of significance (p value) amounted to 0.021 < 0.05.

scholarly journals Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pengunjung di Suban Air Panas Kabupaten Rejang Lebong

2021 ◽  
Vol 13 (1) ◽  
pp. 271
Author(s):  
Lara Ayu Lestari ◽  
Augustin Rina Herawati ◽  
Tri Yuniningsih ◽  
Teuku Afrizal
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Hot Springs ◽  
Hot Spring ◽  
Secondary Data ◽  
Sampling Technique ◽  
Primary Data ◽  
Survey Method ◽  
Visitor Satisfaction

This article aims to investigate the effect of service quality on visitor satisfaction in hot spring tourism areas. The concept of Servqual Parasuraman (quality of service) in 1998 was applied with aspects of responsiveness, reliability, empathy, assurance, and tangibles. This quantitative research was conducted at the Suban Hot Spring Baths, Rejang Lebong Regency. For primary data, the survey method was conducted on 100 respondents from 501 visitors to the Suban Hot Springs Bath in April 2021. Respondents were determined through accidental sampling technique. The survey method uses a closed questionnaire instrument on a Likert scale of 1-5. Secondary data sourced from the official web documentation of the Rejang Lebong Regency Tourism Office. Data analysis using SPSS 16 program with the hypothesis tested using the product moment by looking at the normality and linearity tests. The results of the study found that there was a significant influence between service quality and visitor satisfaction. Almost all aspects tested are significant with a value of <0.50. Of the five tested aspects, the highest score was in the empathy aspect of 16.89 percent and the lowest score was in the reliability aspect, which was 1.99 percent. Overall all aspects studied are significant to visitor satisfaction. Therefore, the high quality of service is directly proportional to the high visitor satisfaction.

scholarly journals CITRA DESTINASI, KUALITAS PELAYANAN DAN KEARIFAN LOKAL TERHADAP MINAT PENGUNJUNG

2020 ◽  
Vol 15 (1) ◽  
pp. 201-216
Author(s):  
Lustono .
Keyword(s):  
Economic Development ◽  
Quality Of Service ◽  
Service Quality ◽  
Sampling Technique ◽  
Destination Image ◽  
Tourist Attraction ◽  
Collection Method ◽  
Significance Level ◽  
Analysis Technique

Tourism can be used as a leading sector in economic development, Banjarnegara has a unique and attractive natural wealth and potential namely the Dieng plateau. The existence of the Dieng plateau tourist attraction has encouraged the interest of tourists visiting both national and foreign tourists, the interest in annual visits has increased but not in accordance with the targets set by the Banjarnegara district. Improvements are still needed on the factors of fulfilling the needs and desires while traveling, and the comfort provided when traveling along with the improvement of the image of distination, quality of service and local wisdom in increasing visitor interest. This study aims to determine the effect of distortion image, service quality and local wisdom both partially and simultaneously on the interest of visiting tourists in Dieng, Banjarnegara Regency.The nature of this research is quantitative, with research variables are destination image, service quality, local wisdom and tourist visiting interests. The population in this study is the tourist attraction of Dieng Banjarnegara, the number of samples according to the Slovin formula is 97.6 rounded up by 100 respondents. The sampling technique uses accidental sampling. The data collection method uses a questionnaire. The analysis technique used is multiple linear regression with a significance level of 5%.The results of the destination image and service quality partially have a positive and significant effect on the interest of visiting tourists in Dieng, Banjarnegara Regency. Local wisdom partially has a positive and insignificant effect on the interest of visiting tourists in Dieng, Banjarnegara Regency. Destination image, service quality and local wisdom simultaneously influence the interest of visiting tourists. The interest of visiting tourists is influenced by destination image, service quality and local wisdom of 59.2%, there are still 40.8%, other factors not examined in this study

scholarly journals ANALISIS PENGARUH KUALITAS PELAYANAN DAN FASILITAS TERHADAP KEPUASAN KONSUMEN DALAM MELAKUKAN SERVIS KENDARAAN (STUDI KASUS DI AHASS ASTRA HONDA MOTOR KEDUNGSARI KOTA MAGELANG)

2021 ◽  
Vol 9 (2) ◽  
pp. 92-100
Author(s):  
Andhatu Achsa ◽  
Hamdan Berlian Wibisono
Keyword(s):  
Quality Of Service ◽  
Data Analysis ◽  
Consumer Satisfaction ◽  
Sampling Technique ◽  
Primary Data ◽  
Significant Variable ◽  
Regression Equations ◽  
Analysis Technique ◽  
Variable Quality

AHASS Astra Motor Kedungsari is engaged in vehicle repair services, in addition to genuine parts to meet the need for replacement of vehicle parts that repair damage. Research conducted to analyze the effect of service quality and facilities on consumer satisfaction in conducting vehicle services at AHASS Astra Motor Kedungsari. The data used are primary data using questionnaire distribution techniques and conducting interviews. For this study the sample obtained amounted to 35 respondents, as well as by purposive sampling technique as for the criterion is someone who has serviced vehicles in AHASS Astra Motor Kedungsari, this research was conducted in February 2020. For the data analysis technique using validity, reliability, reliability, classic assumption test and multiple linear regression equations, and data processing using the SPSS version 25 application, the results of data analysis in accordance with the quality of service that consumer satisfaction in AHASS Astra Motor Kedungsari significantly also provides significant consumer satisfaction at AHASS Astra Motor Kedungsari and is related to simultaneous significant variable quality of service and facilities on significant consumer satisfaction at AHASS Asta Motor Kedungsari Magelang.

scholarly journals “Analysis Influence Brand Equity and Service Quality to Costumer Satisfaction Users Blackberry Curve 9300 District Sario Manado ”

2012 ◽  
Vol 1 (1) ◽  
Author(s):  
Ferdy Roring
Keyword(s):  
Quality Of Service ◽  
Regression Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Brand Equity ◽  
Consumer Satisfaction ◽  
Analysis Method ◽  
The City ◽  
Variable Quality

Research In Motion (RIM) is the official producer of mobile phones that are currently most popular especially in Indonesia which is the Blackberry. Indonesia is a large market share to Blackberry because of Indonesia's population. 47 percent mobile circulating in Indonesia is Blackberry.The goal of this research is to know the influence of quality of service and brand equity to the satisfaction of consumer users blackberry curve 9300 district Sario the city of manado.In this research, the methods of analysis used is regression analysis method. The population was taken is the blackberry curve 9300 user with samples as much as 100 people. Sampling techniques research using simple random sampling.Research results by using regression analysis showed that partially variable quality of service significantly influential to the variable satisfaction but rather to brand equity, does not affect the consumer's satisfaction. And simultaneously variable quality of service and significant impact on brand equity consumer satisfaction.For the RIM Blackberry mobile phone manufacturers should be as much again to improve the quality of service that is better to consumers so that consumers do not migrate or switch to other parties. More manufacturers to optimize quality of service to the higher customer satisfaction. The RIM also should pay attention to brand equity. If the RIM is not paying attention to the brand equity will be decreased to the level of consumer satisfaction that have an impact on decreasing the level of product sales.Keywords: service quality, brand equity, and customer satisfaction

scholarly journals Pengaruh Harga dan Kualitas Pelayanan Terhadap Keputusan Pembelian Konsumen pada Restoran Aroma Kitchen Kota Padang

2021 ◽  
Vol 5 (2) ◽  
pp. 481
Author(s):  
Fahimah Fitri Afifi ◽  
Arry Widodo
Keyword(s):  
Service Quality ◽  
Descriptive Analysis ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
Purchasing Decisions ◽  
Analysis Technique ◽  
The Right ◽  
The City

This research is motivated by the increasingly rapid business growth in the city of Padang, especially in the culinary field. The development of restaurants that continues to increase makes business competition in the city of Padang quite competitive. With intense competition, culinary business people are required to think creatively in carrying out the right strategy to attract the attention of consumers. This study aims to determine and analyze the price and quality of service on consumer purchasing decisions at the Aroma Kitchen Restaurant in Padang City and their influence. The research method used in this research is quantitative with descriptive analysis and causality with the consumer population of Aroma Kitchen Restaurant. The sampling technique used is non-probability sampling with purposive sampling type and the number of respondents is 100 respondents. The data analysis technique used is descriptive analysis and multiple linear regression analysis. Based on the results of the descriptive analysis of the variables of price, service quality and purchasing decisions are in good category. The results of this study indicate that based on the variables measured simultaneously, namely price and service quality, it has a positive and significant effect on purchasing decisions. While the partially measured variables, namely price and service quality affect purchasing decisions.

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