scholarly journals Parameters Influencing Citizens’ Levels of Satisfaction: Soft Indicators of ‘Good Governance’

2021 ◽  
Vol 17 (10) ◽  
pp. 77
Author(s):  
Siwatt Pongpiachan ◽  
Thunyanee Pothisarn ◽  
Ketkanda Jaturongkachoke
Keyword(s):  
Service Quality ◽  
Good Governance ◽  
Executive Directors ◽  
General Staff ◽  
Citizen Satisfaction ◽  
Municipal Administration ◽  
Independent Variables ◽  
Multiple Indicators ◽  
Independent Parameters

Previous studies highlighted the importance of soft indicators (e.g., quantitative sociological survey) influencing citizen satisfaction towards municipal service quality. Citizen satisfaction assessments have raised concerns over numerous independent parameters such as gender, age, and education on satisfaction levels toward administrative performance. It is also crucial to underline that the application of sociological survey for improving service quality is not well understood by municipal officers or scholars. To obtain substantial combined multiple indicators of service quality, it seems rationale to reconnoitre numerous parameters of citizen satisfaction and quantitatively investigate impacts of independent variables (e.g., gender, age, education) on corresponding satisfaction levels by using some advanced statistical tools. In this sociological assessment, a targeted population was constructed of Bangkok Metropolitan administration (BMA) stakeholders (n = 38,500), which are as follows: -       Bangkok residents in 50 districts under the governance of BMA -       Board committee, executive directors and general staff of 27 BMA offices This multiple dimensional analysis sociological survey data indicates that gender, age, and education play some important roles in governing municipal citizen satisfaction levels. Overall, the knowledge of relationship between citizen satisfaction levels and independent parameters can enhance the service quality of municipal administration.

scholarly journals Pengaruh Pengetahuan, Kualitas Pelayanan, Produk, dan Religiusitas terhadap Minat Nasabah untuk Menggunakan Produk Simpanan pada Lembaga Keuangan Mikro Syariah

2018 ◽  
Vol 4 (02) ◽  
pp. 136
Author(s):  
Abdul Haris Romdhoni ◽  
Dita Ratna Sari
Keyword(s):  
Service Quality ◽  
Random Sampling ◽  
Quantitative Methods ◽  
Sampling Method ◽  
Primary Data ◽  
Independent Variables ◽  
Knowledge Service ◽  
Knowledge Quality ◽  
Quality Product

This study aims to examine the influence of knowledge, service quality, product, and religiosity on customers' interest in using savings products at BMT Amanah Ummah Gumpang Kartasura, Sukoharjo. In this study for independent variables are knowledge, service quality, product, and religiosity, while for the dependent variable in this study is the interest of customers using deposit products. This study uses a sample of 100 people with sampling using a random sampling method. This study uses quantitative methods and primary data using a questionnaire that must be answered by the respondent. Data analysis in this study used Multiple Linear Regression. The results of this study can be concluded based on the t test, the variables of knowledge and religiosity have an influence on the interest of customers using savings products. While service and product quality variables do not have an influence on customer interest by using deposit products. Based on the F test shows that the knowledge, quality of service, products, and religiosity simultaneously influence the interest of customers to use savings products at BMT Amanah Ummah Gumpang Kartasura, Sukoharjo.

scholarly journals PENGARUH SANKSI, KESADARAN PERPAJAKAN DAN KUALITAS PELAYANAN TERHADAP KEPATUHAN WAJIB PAJAK BUMI DAN BANGUNAN DI KABUPATEN KERINCI

2020 ◽  
Vol 5 (2) ◽  
pp. 252
Author(s):  
Vivi Herlina
Keyword(s):  
Regression Analysis ◽  
Service Quality ◽  
Hypothesis Testing ◽  
Multiple Regression Analysis ◽  
Property Tax ◽  
Tax Compliance ◽  
Analysis Method ◽  
Independent Variables ◽  
Result Analysis

<p><em>Tax is very useful for the development of a county. This study aimed to determine the Effect of Sanctions, Tax Awareness and Quality of Taxpayer Services on Property Tax Compliance, the case studies Kab. Kerinci. The number of samples determined was 128 respondents. The independent variables were sanctions, tax awareness and service quality of taxpayers and the dependent variable was Property tax compliance. The analysis method used multiple regression analysis, including determination coefficient and hypothesis testing. The result analysis shows that Sanctions variable affects the taxpayer compliance by 0.421 (42.1%), Tax Awareness affects the taxpayer Compliance by 0.195 (19.0%), and the Quality of Taxpayer Services has an influence magnitude of 0.250 (25.0 %).</em></p><p> </p><p>Pajak sangat berguna bagi pembangunan suatu daerah. Penelitian ini bertujuan untuk mengetahui Pengaruh Sanksi, Kesadaran Perpajakan dan Kualitas Pelayanan Wajib Pajak Terhadap Kepatuhan Wajib Pajak Bumi dan Bangunan khususnya pada daerah Kab. Kerinci. Jumlah sampel yang ditetapkan sebanyak 128 responden. Sebagai variabel independen, yaitu sanksi, kesadaran perpajakan dan kualitas pelayanan wajib pajak. Selanjutnya, variabel dependennya adalah kepatuhan Wajib Pajak Bumi dan Bangunan. Metode analisis yang digunakan adalah analisis regeresi linier berganda meliputi, koefisien determinasi dan pengujian hipotesis. Dari hasil analisis dapat diketahui bahwa variabel Sanksi mempengaruhi Kepatuhan Wajib Pajak Bumi dan Bangunan sebesar 0,421 (42.1%), Kesadaran Perpajakan mempengaruhi Kepatuhan Wajib Pajak Bumi dan Bangunan sebesar 0,195 (19.0%), dan Kualitas Pelayanan Wajib Pajak memiliki besaran pengaruh sebesar 0,250 (25.0%).</p>

scholarly journals Service Quality Of Educational Websites: An Empirical Study

2011 ◽  
Vol 6 (6) ◽  
Author(s):  
Soumava Bandyopadhyay ◽  
Vivek Natarajan
Keyword(s):  
Empirical Study ◽  
Service Quality ◽  
University Students ◽  
Conceptual Model ◽  
Empirical Test ◽  
Ease Of Use ◽  
Perceived Service Quality ◽  
Independent Variables ◽  
The Individual

This paper employs a measurement of the service quality of educational Websites as perceived by students, following a conceptual model developed by Santos (2003).  Perceived service quality of educational Websites is conceptualized as dependent on the following variables—ease of use, content, reliability, privacy, and interaction. An empirical test with university students validates the overall model.  As for the individual independent variables, all of them except privacy are found to have a significant effect on perceived service quality.

scholarly journals PENGARUH KUALITAS PELAYANAN BANQUET TERHADAP KEPUASAN KONSUMEN PADA LABERSA GRAND HOTEL & CONVENTION CENTER SIAK HULU KAMPAR

2019 ◽  
Vol 8 (1) ◽  
pp. 176-188
Author(s):  
Nova Syafrina ◽  
Syaiful Akbar
Keyword(s):  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Secondary Data ◽  
Simple Linear Regression ◽  
Independent Variables ◽  
Convention Center ◽  
Grand Hotel

Abstrak           Penelitian ini dilakukan di Labersa Grand Hotel & Convention Center, Siak Hulu, Kampar. Tujuan penelitian ini adalah untuk mengetahui apakah ada pengaruh yang signifikan antara kualitas pelayanan terhadap kepuasan konsumen pada Labersa Grand Hotel & Convention Center, Siak Hulu, Kampar. Populasi yang ada dalam penelitian ini sebanyak 1.317 orang. Dalam penelitian ini pengambilan sampel menggunakan asidental sampling, yaitu sebesar 93orang. Data yang digunakan adalah data primer dan sekunder dengan analisis menggunakan regresi linier sederhana. Hasil penelitian menunjukan bahwa hasil regresi linier adalah Y=16,974+ 0,642X yaitu memiliki arah hubungan yang positif, dan dan variabel kualitas pelayanan berpengaruh signifikan terhadap kepuasan konsumen hal tersebut dapat dilihat nilai nilai t_hitung (7,722) > dari t_tabel (1,98638). sedangkan besarnya pengaruh kualitas pelayanan terhadap kepuasan konsumen adalah sebesar 39,6 persen sedangkan sisanya sebesar 60,4 persen menggambarkan variabel bebas lainnya yang tidak  diamati dalam penelitian ini.     Kata Kunci : Kualitas Pelayanan Dan Kepuasan Konsumen.            This research was conducted at Labersa Grand Hotel & Convention Center, Siak Hulu, Kampar. The purpose of this study was to determine whether there was a significant effect between the quality of service on customer satisfaction at Labersa Grand Hotel & Convention Center, Siak Hulu, Kampar. The population in this study was 1,317 people. In this study the sampling uses incidental sampling, which is equal to 93 people. The data used are primary and secondary data with analysis using simple linear regression. The results showed that the linear regression results were Y = 16,974 + 0,642X which has a positive relationship direction, and the service quality variable has a significant effect on customer satisfaction. It can be seen the value of t-count (7,722)> from t-table (1,98638). while the magnitude of the effect of service quality on consumer satisfaction is 39.6 percent while the remaining 60.4 percent describes other independent variables not observed in this study..  Keywords: Service Quality and Consumer Satisfaction

scholarly journals The Effect of Service Quality and Product Quality (Rooms and Food) on Consumer Satisfaction of Harris Sentul Hotel Bogor

2019 ◽  
Vol 3 (1) ◽  
pp. 71
Author(s):  
Hamdany Hamdany ◽  
Adhi Trirachmadi Mumin ◽  
Diena Mutiara Lemmy
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Consumer Satisfaction ◽  
Linear Regression Analysis ◽  
Independent Variables ◽  
Study Results ◽  
Quality Of Food ◽  
Two Independent Variables

Research on the influence of two independent variables namely service quality and product quality (of room and food) conducted at Harris Hotel Sentul Bogor aims to examine the level of its influence either partially or simultaneously on customer’s satisfaction as the dependent variable. The dimensions of service quality that are examined in terms of its influence on consumer satisfaction include elements of reliability, assurance, tangible, empathy and responsiveness. Some of the product quality indicators for the rooms quality examined to have its influence on customer satisfaction include elements of design, features, quality of performance and the perceive of quality while indicators for the quality of food products which considered to have effect on consumer satisfaction includes the element of taste of food, aroma of food and the presentation of food. The number of respondents who took part in the research was 300 of respondents who were the consumers invited to share their experience on the questioner during their stay at Harris Sentul Hotel. Data analysis techniques used in this study are linear regression analysis. The study results have answered the 3 hypotheses and show that service quality has a positive and significant influence on customer satisfaction partially likewise, the study results has showed that the quality of room and food have a strong influence on the level of customer satisfaction who stayed at Harris Sentul as well as study has showed that simultaneously the 2 (two) independent variables had a positive and significant effect.

scholarly journals PENGARUH PROMOSI DAN KUALITAS PELAYANAN TERHADAP MINAT BERKUNJUNG WISATAWAN DOMESTIK KE MUSEUM SURABAYA

Jurnal IPTA ◽  
2021 ◽  
Vol 9 (1) ◽  
pp. 54
Author(s):  
Syahrul Hidayat ◽  
I Ketut Suwena ◽  
N.G.A.S. Dewi
Keyword(s):  
Quality Of Service ◽  
Linear Regression ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Sampling Technique ◽  
Tourist Attraction ◽  
Independent Variables ◽  
Alternative Tourism ◽  
Regression Test

Surabaya City currently lacks of potential natural tourism, Surabaya needs new alternative tourism to increase tourists to visit Surabaya by making museum tours become a tourist attraction. One of the factors that influencing tourists to visit are the promotion factor and service quality. This research was conducted to find out the influence of promotion and service quality towards interest to visit to museum Surabaya. The promotion aims to provide & attract tourists to visit. The quality of service is needed so that tourists feel comfortable to visit the museum and desire to revisit museum. The accidental sampling technique used by distributing questionnaires to 100 local tourists who visiting the museum . Multiple linear regression was used to measure the effect of independent variables on the dependent variable using SPSS version 24.0. The results of this research showed that the promotion variable (X1) does not partially had a positive and significant effect on tourit interest (Y) with t-count 1,629 < t-table 1,984. Service quality variable (X2) partially had a positive and significant effect with t-count 6,907 > t-table 1,984.Promotion variable (X1),and service quality variable (X2) simultaneously have a positive and significant effect with F-count 35,561 > F-table 3.939. Based on the results of multiple linear regression test, obtained the regression equation is Y = 13,849 + 0,200 X1 + 0,366 X2 + e with the correlation coefficient of 0.650 and the determination coefficient of 0.411 (41,1%).

scholarly journals The Influence of E-service Quality On Marketplace Platform Towards Customer Loyalty

2021 ◽  
Vol 9 (1) ◽  
pp. 1-11
Author(s):  
Nurul Izyan Mat Daud ◽  
Nur Athirah Syazwani Aziz ◽  
Fatihah Mohd ◽  
Nur Ain Ayunni Sabri
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Significant Relationship ◽  
Sampling Technique ◽  
Customer Engagement ◽  
Online Platform ◽  
Independent Variables ◽  
Online Marketplaces ◽  
Convenience Sampling

With the increasing of online marketplaces, online platform must come out with the solutions or ways in order to engage their relationship with customer. Hence, this study aims to examine the roles of e-service quality of online platform in customer loyalty. Convenience sampling technique was used, and data were collected using questionnaires. A sample of 248 respondents among final year students of Universiti Malaysia Kelantan, Pengkalan Chepa were selected. From the obtained results, study showed that there is a significant relationship between independent variables; reliability and security in Shopee platform towards the customer loyalty, respectively. With this finding, it can help and provide the marketers in terms of e-service quality to develop the customer engagement for the sake of customer loyalty. Therefore, the sustainability of the business can be maintained

scholarly journals Pengaruh Pemahaman Peraturan Perpajakan, Kualitas Layanan Fiskus, Tarif Pajak dan Sanksi Perpajakan terhadap Kepatuhan Wajib Pajak Orang Pribadi

2021 ◽  
Vol 4 (2) ◽  
pp. 183
Author(s):  
Siti Khodijah ◽  
Harry Barli ◽  
Wiwit Irawati
Keyword(s):  
Data Collection ◽  
Service Quality ◽  
Quantitative Method ◽  
Survey Methods ◽  
T Test ◽  
Tax Rates ◽  
Test Results ◽  
Independent Variables ◽  
Test Version

The problem in this study is whether the understanding of tax regulations, quality of tax services, tax rates and tax sanctions affect individual taxpayer compliance. This study aims to determine the effect of understanding tax regulations, quality of tax services, tax rates and tax sanctions on taxpayer compliance at the Kebayoran Baru Tiga Tax Office, South Jakarta. This type of research is a quantitative method that uses the Slovin formula as a sample, so that the sample obtained is 100 individual taxpayers. Methods of data collection using survey methods, namely the authors distribute questionnaires directly and using google form. This study can explain the independent variables (tax regulations, quality of tax services, tax rates and tax sanctions) that strengthen or weaken the dependent variable (taxpayer compliance). Based on the results of the SPSS test version 25 of the tests that have been carried out, the t test results indicate that understanding of tax regulations and service quality tax authorities have a positive and significant effect on taxpayer compliance. Meanwhile, tax rates and tax sanctions have no significant effect on taxpayer compliance.AbstrakPermasalahan dalam penelitian ini adalah apakah pemahaman peraturan perpajakan, kualitas layanan fiskus, tarif pajak dan sanksi perpajakan berpengaruh terhadap kepatuhan wajib pajak orang pribadi. Penelitian ini bertujuan untuk mengetahui pengaruh pemahaman peraturan perpajakan, kualitas layanan fiskus, tarif pajak dan sanksi perpajakan terhadap kepatuhan wajib pajak orang pribadi pada Kantor Pelayanan Pajak Pratama Kebayoran Baru Tiga, Jakarta Selatan. Jenis Penelitian ini merupakan metode kuantitatif yang menggunakan rumus slovin sebagai penentuan sampel, sehingga sampel yang didapat yaitu 100 wajib pajak orang pribadi. Metode pengumpulan data menggunakan metode survey, yaitu penulis menyebarkan kuesioner secara langsung dan menggunakan google form. Penelitian ini dapat menjelaskan variabel independen (pemahaman peraturan perpajakan, kualitas layanan fiskus, tarif pajak dan sanksi perpajakan) yang memperkuat atau memperlemah variabel dependen (kepatuhan wajib pajak). Berdasarkan hasil uji SPSS versi 25 dari pengujian yang telah dilakukan, hasil uji t menunjukkan bahwa pemahaman peraturan perpajakan dan kualitas layanan fiskus berpengaruh positif dan signifikan terhadap kepatuhan wajib pajak. Sedangkan tarif pajak dan sanksi perpajakan tidak berpengaruh signifikan terhadap kepatuhan wajib pajak.Kata Kunci: Pemahaman Peraturan Perpajakan; Kualitas Layanan Fiskus; Tarif Pajak; Sanksi Perpajakan; Kepatuhan Wajib Pajak

Drivers of E-Government Citizen Satisfaction and Adoption

2019 ◽  
Vol 15 (4) ◽  
pp. 40-55
Author(s):  
Mohammad Al-Ma'aitah
Keyword(s):  
Service Quality ◽  
Direct Relationship ◽  
Convenience Sample ◽  
Citizen Satisfaction ◽  
Government Services ◽  
Social Crm ◽  
Indirect Impact ◽  
Customer Trust ◽  
The Impact

This study investigated the impact of drivers of e-government, particularly social CRM, citizen trust, and quality of electronic services, on citizen satisfaction with e-government services in the Jordanian environment. In addition to measuring the impact of social CRM on citizen trust and service quality respectively and its impact on citizen satisfaction. A convenience sample was used to achieve the study purpose consisting of 386 questionnaires collected online. The resulting data was analyzed using PLS.2 software. The study findings reveal that social CRM has a significant impact on citizen trust and quality of electronic services, and furthermore that citizen trust and quality of electronic services have significant impacts on citizen satisfaction with e-government services. The study found no direct relationship between the use of social CRM and citizen-government satisfaction but showed a significant indirect impact via customer trust and service quality.

Drivers of E-Government Citizen Satisfaction and Adoption

2022 ◽  
pp. 1593-1611
Author(s):  
Mohammad Al-Ma'aitah
Keyword(s):  
Service Quality ◽  
Direct Relationship ◽  
Convenience Sample ◽  
Citizen Satisfaction ◽  
Government Services ◽  
Social Crm ◽  
Indirect Impact ◽  
Customer Trust ◽  
The Impact

This study investigated the impact of drivers of e-government, particularly social CRM, citizen trust, and quality of electronic services, on citizen satisfaction with e-government services in the Jordanian environment. In addition to measuring the impact of social CRM on citizen trust and service quality respectively and its impact on citizen satisfaction. A convenience sample was used to achieve the study purpose consisting of 386 questionnaires collected online. The resulting data was analyzed using PLS.2 software. The study findings reveal that social CRM has a significant impact on citizen trust and quality of electronic services, and furthermore that citizen trust and quality of electronic services have significant impacts on citizen satisfaction with e-government services. The study found no direct relationship between the use of social CRM and citizen-government satisfaction but showed a significant indirect impact via customer trust and service quality.

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