Profiling of Universitas Ciputra Surabaya Student Satisfaction with Property Management Services

Increasing competition in service quality, universities must be responsive in providing services to students, because student satisfaction is the top priority for highest education. This study aims to see how much the average level of respondents to the quality of Universitas Ciputra Surabaya Property Management services. Measurements were made using the servqual instrument, namely Tangibles, Reliability, Responsiveness, Assurance, and Empathy. The analysis used in this research is descriptive statistics. The population in this study were active students at Universitas Ciputra Surabaya with a sample size of 186 people. Based on the results of the analysis that has been carried out, it is known that the level of satisfaction of the respondents with an overall average value is 3.97. And of the five factors used, only the Assurance factor gets an average score above 4, while the other four factors get an average score below 4 in the order Tangibles, Reliability, Responsiveness and Empathy as the factors with the lowest level of satisfaction.

Preliminary Local Thermal Impact as a Surface Quality Assurance Factor

The article considers the issues of assuring the quality of the surfaces of machine parts by applying a preliminary local thermal impact before their edge cutting machining. In the zone of application of local thermal impact, a zone of metastable structure with respect to the material of the workpiece to be treated occurs. When the cutting plane intersects with the local thermal application line, the formed flow chip is segmented. The created graphs allow assigning of local thermal modes to the surface of the workpiece before edge cutting machining. Application of preliminary local thermal impact will assure the specified quality of the surface of the treated workpiece at semi-finishing and finishing edge cutting machining modes and stable segmentation of the flow chip.

Service Quality Pada Koperasi PT. PLN (Persero) Wilayah Sumatera Barat (Factor Analysis)

The purpose of this study were 1) to determine the factors that influence service quality on cooperative PT. PLN (Persero) Region West Sumatra, (2) to determine dominant factor influencing service quality on cooperative PT. PLN. This research is an exploratory study. The study population was cooperative members which amounted to 393 people. and technique sampling which numbered 80 people. The data analysis technique used is the analysis of factors. The results showed, namely (1) the assurance factor with a value of eigenvalues of 7324, (2) the reliability factor with a value of eigenvalues of 4855, (3) The responsiveness factor with the value of eigenvalues of 1,727, (4) personal factor with eigenvalues value amounted to 1,294, (5) the empathy factor with eigenvalues value of 1,081, and, 6) the tangibles factor with eigenvalues value of 1,039. In generally the service quality can be categorized as good, because the value of eigenvalues formed above 1. The author suggests to further improve assurance factor for the most dominant factor influencing service quality on cooperative PT. PLN. reliability factor, responsiveness factor, tangibles factor, personal factor and empathy factor also need to be considered, because these factors also affect the service quality on cooperative PT. PLN (Persero) Region West Sumatra.

ANALISIS TINGKAT KUALITAS PELAYANAN JASA TV KABEL DAN INTERNET PADA PT. MALANG MULTIMEDIA MANDIRI

In this globalization era, the development of information technologcy and communication have raised too, and become an important need by the society. It was becoming a trigger of high competition between cable television and internet service providers. Several ways are done for improving the service quality toward customers. The dimension of services quality are such as tangibles factor, reliability factor, responsiveness factor, assurance factor, and empathy factor. To measure the level of service quality, this research was done in PT. Malang Multimedia Mandiri by taking 100 respondents. Questionnaire was used to collect data and analyzed by descriptive quantitative method. The result of validation test state that the whole attributes are valid by r count > r table that is more than 0.195. By using reliability test stated that the result was reliable with the score of cronbach’s alpha > 0.60. Then,continue with frequency distribution analysis by using IBM SPSS Software version 25 and the result shows that the service quality are good.

A MODEL SERVPERF IN SURGICAL TREATMENT SERVICES FOR “BPJS” NON ARMY PATIENTS AT THE NAVAL HOSPITAL DR. RAMELAN SURABAYA

This article discusses national health insurance-based medical services for the community in patient surgery for Social Security Administrator Board (BPJS) non army at the Naval Hospital Dr. Ramelan in Surabaya. The main problem is whether Tangibles factors; Reliability; Responsiveness; Assurance; Empathy; Expertise; Outcome contributed to the surgical treatment of “BPJS” non army patients at the Naval Hospital Dr. Ramelan. The main focus of this analysis is the use of SERVPERF's Services Quality Model to analyze the factors that support and hinder the service of surgery for “BPJS” non army patients at the Naval Hospital Dr. Ramelan. The research was carried out in a descriptive case-based quantitative study with in-depth interview, documentation and questionnaire techniques, to assess service quality class intervals based is used on the mean and standard deviation. The results of the study show that surgical treatment services in 2015-2016 found a tendency of the increasing number of surgery mainly on major surgery and special surgery, because hospitals can respond to public trust in the sense that medical service employees are able to implement excellent services for “BPJS” non army patients so that patients are satisfied with services provided. The findings that still need to be improved are the Assurance factor in line with the development of science and technology as an effort to increase the competitiveness of human resources and the availability of facilities equivalent to international hospitals. Keywords: SERVPERF model, “BPJS” Non Army, Surgical Treatment Services

Analisis Faktor-Faktor yang Menentukan Kepuasan Kerja dan Loyalitas Karyawan (Studi Kasus di Perusahaan Kopi PT Golden Kirrin Internasional, Kabupaten Badung)

The Analysis the Factors that Determinate Employee’s Job Satisfaction and Loyalty (The Case at Company’s Coffee by Golden Kirrin International, Badung Regency) This research aims to analyze the factors that determine the job satisfaction and employee loyalty in PT Golden Kirrin International. The research was conducted in the agro-tourism company PT Golden Kirrin International, Badung Regency, Bali Province, with 109 respondents interviewed. The data were analyzed by exploratory factor analysis using SPSS. The results showed that job satisfaction and loyalty of employees of PT Golden Kirrin International supported by three factors, namely: social factor with the indicators are: motivation, the attitude of the leadership relationship led to the employee, employee relations with employees, work space, and punishment. Salary/wage factor with the indicators are: salaries/wages, allowance (Tunjangan Hari Raya), bonuses, job description, holidays, and reward. Work assurance factor with the indicators are: job security and safety assurance. The result of the assessment employee loyalty was analyzed from three indicators showed an excellent result, employees are very satisfied with company’s and employee’s performance and employees are very loyal to the company PT Golden Kirrin Internasional. The advice that can be given on the result of this study to PT Golden Kirrin International is that the leadership of PT Golden Kirrin International must maintain the level of satisfaction and loyalty of its employees, especially in the social and salary/wage factors. Because these factors are very significant impact on the achievements that have been set by the company. As for, the work assurance factor corporate leaders still have to pay attention, because this factor supports the creation of the welfare of the employees working.