scholarly journals PENGARUH PENERAPAN ELECTRONIC GOVERNMENT TERHADAP KUALITAS PELAYANAN PUBLIK PADA DINAS KEPENDUDUKAN DAN CATATAN SIPIL KABUPATEN KERINCI

2019 ◽  
Vol 2 (2) ◽  
pp. 57-72
Author(s):  
Eliyusnadi
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Public Services ◽  
Electronic Government ◽  
Significance Level ◽  
Research Results ◽  
Independent Variable

"This study aims to determine the effect of the application of electronic government on the quality of Dinas Kependudukan dan Catatan Sipil Kabupaten Kerinci. The formulation of the problem proposed is: Is there an Effect of the Application of Electronic Government on the Quality of Public Services in the Kerinci Regency Population and Civil Registry Office? How big is the effect of the application of electronic government on the quality of public services ?. Where the research results are based on the analysis of the independent variable Application of Electronic Government to the Quality of Public Services, where the value of t arithmetic is 0.960 with a significance level of 0.344> 0.05% or t arithmetic 0.960 <t table 2.733, then Ho is rejected Ha is accepted which means the Application of Electronic Government has no significant effect on the Quality of Public Services. Furthermore, based on the coefficient table it is known that the influence of Electronic Government on Service Quality is 0.085. Based on the analysis of the Electronic Government independent variable above it is known that the R Square value of 0.085 which means that the influence between Electronic Government, Against Quality of Service is 8.5%.

scholarly journals Kualitas Pelayanan Publik dalam Pemberian Izin Mendirikan Bangunan Di Badan Pelayanan Perizinan Terpadu

PERSPEKTIF ◽  
2019 ◽  
Vol 8 (1) ◽  
pp. 6
Author(s):  
Andy Frans Leo Silalahi ◽  
Syafruddin Ritonga ◽  
Beby Masitho Batubara
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Public Services ◽  
Service Agency ◽  
The Public ◽  
Physical Evidence ◽  
Building Permit ◽  
Survey Results ◽  
Service Building

<em>This research title is ”Services Building Permit in Achieving Optimal Quality Public Services are held at Integrated Licensing Service Agency Pematang Siantar”. So far, in the minds of the public, that the quality of service Building Permit less bureaucracy and process sounds a bit complicated, and less than optimal. The main problem in this research is how the quality of public services in the granting of building permit in the Integrated Licensing Service Agency Pematang Siantar. The methods of data collection to use in this research were kuesioner, observation and documentation. The results showed that the quality of public services in the Service Agency of Integrated Licensing Pematang Siantar has been running well although there are still some constraints. This research uses the service quality theory of Zeithaml, Parasuraman and Berry consisting of 5 indicators of service quality that is tangible (physical evidence), reliability, responsiveness, Assurance and Emphaty. The survey results obtained from the respondents are tangible (physical evidence) of 51.9% (Pretty Good), Reliabelity of 77.2% (Good), Responsiveness of 73,4% (Good), Assurance 65,8% (Good), and Emphaty of 60,76%(Good). From these indicators can be concluded that the quality of service in the Integrated Licensing Service Agency Pematang siantar included in good category</em>

ANALISIS PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH TABUNGAN TANDA 360 BANK OCBC NISP

2016 ◽  
Vol 4 (1) ◽  
Author(s):  
Arief Syah Safrianto
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Data Processing ◽  
Likert Scale ◽  
Conceptual Information ◽  
Positive Prediction ◽  
Research Results ◽  
Savings Bank

This research aims to get factual and conceptual information about "analysis of the influence of the quality of service to the satisfaction of the customer's Savings Bank OCBC NISP 360 Marks". The technique used is the technique of observation or survey using a questionnaire (questionnaire) towards Clients Savings Sign 360. A list created by using the Likert scale is structured. Samples taken as many as 100 respondents. The results of the survey and the results of the data processing is done with SPSS. 14.0 obtained research results of simultaneous service quality (tangible, reliability, responsiveness, assurance and emphaty) have a relatively strong contribution towards the satisfaction of the customer. Partially variable reliability has a pretty strong contribution towards the satisfaction of the customer with a positive prediction and happens significantly. The variable responsiveness has pretty strong contribution towards customer's satisfaction with the positive prediction and occurs on a si gnifican.

scholarly journals The quality of service to residents by public administration on the example of municipal offices in Poland

2021 ◽  
pp. 132-150
Author(s):  
Radosław WOLNIAK ◽  
Izabela JONEK-KOWALSKA
Keyword(s):  
Quality Of Life ◽  
Quality Of Service ◽  
Service Quality ◽  
Public Administration ◽  
Customer Service ◽  
Public Services ◽  
Positive Impact ◽  
The Impact ◽  
The City

Currently, at a time when the Smart City concept is aimed at improving the quality of life of residents and being implemented in cities, the role of measuring the functioning of offices in relation to the customer is growing. The publication presents the results of research on the quality of service to residents by public administration on the example of municipal offices in Poland. The aim of the research, resulting from the identified research gap, was to examine the level of customer service quality in Polish municipal offices and to determine whether monitoring the quality of life and the quality of public services provided affect the quality of customer service. The research was carried out on a wide sample of 287 cities located around Poland, the sample was selected at random. The sample was good in such a way as to maintain the structure by province. The survey included questions rated on a 5-point Likert scale. The conducted research shows that there are no statistically significant differences in the level of customer service quality by municipal offices between individual provinces of Poland. Based on the research, it was found that: the existence of a quality-of-life department in the city has a positive impact on the quality of customer service in the office; monitoring the quality of life of residents and the quality of public services provided by the municipal office has a positive impact on the quality of customer service in the office, the implementation of the ISO 37120 standard by the municipal office has a positive impact on the quality of customer service in the city. A particularly high correlation occurs in the case of the impact of monitoring the quality of customer service.

scholarly journals ANALISIS PENGARUH CITRA MEREK DAN KUALITAS LAYANAN TERHADAP KEPUTUSAN PENGGUNA JASA PENGIRIMAN (Study Kasus Pada Pengguna Jasa JNE Express Across Nations Cabang Nganjuk)

2018 ◽  
Vol 1 (1) ◽  
pp. 1
Author(s):  
Altofu Rohman ◽  
Aglis Andhita Hatmawan
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Research Method ◽  
Quantitative Research ◽  
Brand Image ◽  
Research Result ◽  
Sampling Technique ◽  
Significance Level ◽  
Independent Variables

<p>This study aims to determine the effect of brand image and service quality on the decision to use the services of PT JNE in Nganjuk city. The research method used is quantitative research method with descriptive research type. The decision to use services (Y) is a dependent variable, while brand image (X1) and service quality (X2) are independent variables. Sampling technique using Accidental sampling technique is the form of sampling based on coincidence where, anyone who happens to meet with the researcher and considered suitable to be the source of data that will be the sample of this study. From the research result, it can be seen that multiple linear regression equation coefficient value of brand image 2,833 and value of service quality coefficient 5,316 and variable of brand image strategy (X1) have significant influence to decision using JNE (Y) service equal to 56,55% and service quality variable (X2) Significant effect on the decision to use JNE (Y) service equal to 67,77%, meaning that brand image and service quality equally influence to decision using JNE services. In the t test it can be said that if the brand image is increased 1% or one unit, it can improve the decision using JNE services of 53.9%, while if the quality of service increased 1% or one unit, it can increase the decision using services of 47 %. In the F test, the value of F arithmetic is 2.833. Because F arithmetic&gt; F table (2.833&gt; 0.677), it can be concluded that the model used is correct. When viewed from probability, where the probability (0,000) &lt;significance level (0.05), then the equation model Y = a + b1X1 + b2X2 used is acceptable. This shows the effect of independent variables (brand image and service quality) simultaneously significant to delivery decisions, whereby the higher the influence of brand image on the decision to use services and the higher the quality of service, the decision to use services will increase and increase. The brand image is offered in accordance with the quality of services offered so that the decision to use is increasing.</p><p><br /><strong>Keywords:</strong> brand image and service quality, decision using JNE services.</p>

scholarly journals EFEKTIVITAS PELAYANAN DINAS PENANAMAN MODAL DAN PELAYANAN TERPADU SATU PINTU DALAM MENINGKATKAN INVESTASI DI KABUPATEN PANGKEP

2021 ◽  
Vol 4 (1) ◽  
pp. 41-49
Author(s):  
Ince Ahmad Ismail ◽  
Husain Hamka ◽  
Syamsuddin Maldun
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Quantitative Research ◽  
Descriptive Analysis ◽  
Sampling Technique ◽  
Investment Level ◽  
Independent Variable ◽  
Simultaneous Influence

Penelitian ini bertujuan untuk mengetahui dan menganalisis: 1) pengaruh secara parsial variabel independen (kualitas pelayanan) terhadap variabel dependen (tingkat investasi) di Dinas PMPTSP Kabupaten Pangkep. 2) pengaruh secara simultan variabel independen (kualitas pelayanan) terhadap variabel dependen (tingkat investasi) di Dinas PMPTSP Kabupaten Pangkep. Jenis penelitian yang akan digunakan dalam penelitian ini adalah penelitian kuantitatif dengan tipe studi kasus (Case Study). Populasi dalam penelitian ini sebanyak 55 orang, teknik pengambilan sampel dalam penelitian ini menggunakan Sampling Jenuh, sampel sebanyak 55 orang sebagai responden, teknik  pengumpulan data menggunakan kuesioner dan dukumentasi. Teknik analisis data dalam penelitian ini menggunakan analisis deskriptif dan analisis inferensial. Hasil penelitian menunjukan bahwa pengaruh secara parsial dan simultan variabel independen (kualitas pelayanan) terhadap variabel dependen (tingkat investasi) di Dinas PMPTSP Kabupaten Pangkep terdapat kualitas pelayanan Dinas PMPTSP dalam meningkatkan investasi di Kabupaten Pangkep seperti kejelasan tujuan, kejelasan strategi, proses analisis kebijakan, perencanaan, penyusunan program, sarana dan prasarana, sistem pengawasan, dan sistem pengendalian. This study aims to determine and analyze: 1) the partial effect of the independent variable (service quality) on the dependent variable (investment level) in the PMPTSP Office of Pangkep Regency. 2) the simultaneous influence of the independent variable (service quality) on the dependent variable (investment level) in the PMPTSP Office of Pangkep Regency. The type of research that will be used in this research is quantitative research with case study type. The population in this study was 55 people, the sampling technique in this study used saturated sampling, a sample of 55 people as respondents, data collection techniques used questionnaires and documentation. The data analysis technique in this study used descriptive analysis and inferential analysis. The results showed that the partial and simultaneous influence of the independent variable (quality of service) on the dependent variable (level of investment) in the PMPTSP Office of Pangkep Regency there was the quality of service of the PMPTSP Service in increasing investment in Pangkep Regency such as clarity of objectives, clarity of strategy, policy analysis process, planning, program preparation, facilities and infrastructure, supervision system, and control system.

scholarly journals PENGARUH MANAJEMEN FUNDRAISING DAN KUALITAS PELAYANAN TERHADAP KEPERCAYAAN MUZAKKI PADA WAHDAH INSPIRASI ZAKAT CABANG KALIMANTAN TIMUR

2021 ◽  
Vol 9 (4) ◽  
pp. 261
Author(s):  
Riyani Riyani
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Correlation Coefficient ◽  
Total Sample ◽  
T Test ◽  
Coefficient Of Determination ◽  
East Kalimantan ◽  
Independent Variable ◽  
The Relationship

This study aims to determine the effect of fundraising management and service quality on muzakki trust. This research was conducted at Wahdah Inspirasi Zakat (WIZ) East Kalimantan branch with a total sample of 92 respondents. Collecting data in this study using a questionnaire distributed to respondents. The results showed that 92 respondents obtained a correlation coefficient (R) of 0.766, which means that the relationship between the independent variable and the dependent variable is strong. The coefficient of determination (R2) obtained is 0.586 or 58.6%, which means that the influence of fundraising management variables and service quality is 58.6% on Muzakki's trust and 41.4% is influenced by other variables. The F test obtained is very significant, the effect of fundraising management and service quality on muzakki's trust is 63,116> 3,10, there is a simultaneous significant effect on muzakki's trust. The t test (partial) on the fundraising management variable on Muzakki's trust was 1.307 <1.986, which means that fundraising management did not have a significant effect on Muzakki's trust, while the t (partial) test on the variable service quality on Muzakki's trust was 8.387 <1.986 which This means that the quality of service has a significant effect on Muzakki's trust.

scholarly journals PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN MASYARAKAT DI KUA KECAMATAN RUNGKUT KOTA SURABAYA

2017 ◽  
Vol 3 (2) ◽  
Author(s):  
Lingga Heri Anggraini
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Interval Analysis ◽  
Research Result ◽  
State Institution ◽  
Community Satisfaction ◽  
Correlation Test ◽  
Independent Variable ◽  
Test Result

The influence the quality of service to the community satisfaction in KUA sub-district Rungkut, Surabaya City. Office of Religious Affairs (KUA), is an official state institution assigned to carry out some duties of the Indonesian religious ministry office in districts and cities for Islamic religious affairs within the district area. KUA facilities should ideally be of a reasonable quality in accordance with the duties and functions of KUA. It is very influential on KUA services to the community so that the visible satisfaction for the community at large. This study aims to determine and analyze the effect of service quality on community satisfaction in KUA Rungkut Subdistrict, Surabaya City. KUA facilities should ideally be of a reasonable quality in accordance with the duties and functions of KUA. It is very influential on KUA services to the community at large. This study aims to determine and analyze the effect of service quality on community satisfaction in KUA subdistrict Rungkut Surabaya City. Research method using questionnaire. Analysis techniques using interval analysis and correlation test. There are 100 respondens studied in this study by answering questions based in questionnaires given to assess public opinion about KUA services and their effect on community satisfaction. Independent variable is service quality and dependent variable is community satisfaction. The research result based on quantitative data processing through interval analysis and correlation test, the result of interval analysis shows the satisfaction of the community regarding the quality of service in KUA subdistrict Rungkut Surabaya good and satisfactory. The correlation test result of 0,868 and 0,932 indicates that the correlation of KUA service quality relationship and community satisfaction is very strong. This shows that the KUA subdistrict office members always try to provide the best service, systematic and professional for the community and try to give satisfaction to the community. Keywords: Service Quality, Communty Satisfaction, Office of Religious Affairs (KUA) Subdistrict Rungkut

scholarly journals INOVASI LAYANAN MPOSPAY DAN FREE PICK UP POS INDONESIA DALAM PENINGKATAN KUALITAS PELAYANAN (Studi Pada Kantor Pos Semarang 50000)

2018 ◽  
Vol 2 (2) ◽  
pp. 44
Author(s):  
Hardi Warsono ◽  
Desti Relinda Qurniawati ◽  
Herta Sitorus ◽  
Soni Mukhammad Fajar S.
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Public Services ◽  
Service Innovation ◽  
The State ◽  
Post Office ◽  
The Many

Non-monoplistic public services must continuously innovate services in order to remain competitive with its competitors and can satisfy its customers. PT Pos Indonesia as one of the state-owned enterprises in Indonesia is also faced with the demand to innovate so as not to lose with the private competitors. PT Pos is one of the BUMN that provide services expedition on the community, among the many services similar services. This study aims to determine the service innovation and quality of service at the Post Office Semarang 50000. Research conducted with qualitative. The main theory to measure the quality of service is based on the opinion of A Parasuraman that measures the quality of service from indicators: tangibles, reliability, responsiveness, assurance and empathy. The result of the research shows that service innovation at PT Pos Indonesia for the improvement of service quality is good enough, but there are some deficiencies such as: the delivery of new innovation information from the officer to the customer is still less effective, so this innovation seems not optimal. In general the quality of service is good, ranging from the response officers, facilities provided, guarantees and services provided. There are still shortcomings in the delivery of information that has not been effective to the customer. This study recommends the need for accurate and detailed information about the innovations made.

scholarly journals PENGARUH KUALITAS LAYANAN TERHADAP LOYALITAS MELALUI KEPUASAN DEBITUR BANK BRI KANTOR CABANG PEMBANTU GENTENG KALI SURABAYA

2020 ◽  
Vol 1 (1) ◽  
pp. 32-48
Author(s):  
Haries Setiawan ◽  
JFX. Susanto Sukiman
Keyword(s):  
Quality Of Service ◽  
Structural Equation Modeling ◽  
Service Quality ◽  
Structural Equation ◽  
Equation Modeling ◽  
Five Dimensions ◽  
Independent Variable ◽  
Improve Service Quality ◽  
Variable Quality

The purpose of this study was to determine the effect of service quality on loyalty through debtor satisfaction. The research was done in the BRI Bank Surabaya Branch of Genteng Kali Surabaya. The method used in this research was quantitative. The variables in this study were classified into three, including service quality as an independent variable, loyalty as a dependent variable, and satisfaction as an intervening variable. Quality of service in this study was divided into five dimensions including tangibles, reliability, responsiveness, assurance, and empathy. The analytical method used was structural equation modeling (SEM) with the help of Smart-PLS software. The results found only two variables found to have a positive and significant effect between variables, including assurance of satisfaction and satisfaction with loyalty. This indicated that companies still need to improve service quality from all dimensions.

scholarly journals Factors Affecting Students’ Decisions Choosing SMA Maitreyawira Batam

2017 ◽  
Vol 3 (2) ◽  
pp. 172
Author(s):  
Emi Lestari
Keyword(s):  
Quality Of Service ◽  
Regression Analysis ◽  
Service Quality ◽  
Multiple Regression Analysis ◽  
Multiple Regression ◽  
Significant Influence ◽  
Factors Affecting ◽  
Independent Variables ◽  
Independent Variable

<p>This study examines the quality of service that includes variable Reliability, Responsiveness, Assurance, Empathy and Evidence Direct (Tangible) partially and simultaneously affect the decision of students to choose SMA Maitreyawira Batam. The method of multiple regression analysis used by the researcher is to know and examine how big influence of independent variable which numbers two or more. Multiple regression analysis is used to know the influence of independent variables on dependent variable. The number of samples of this research is 110 students of SMA Maitreyawira Batam. The result of the research shows that there is significant influence of service quality with variable of reliability, responsiveness, assurance, empathy and tangible to student decision to choose SMA Maitreyawira Batam.</p>

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