Service Quality Variables Research Articles

PENGARUH KUALITAS PELAYANAN TERHADAP MINAT NASABAH DALAM MENGGUNAKAN MOBILE BANKING DAN INTERNET BANKING (Studi Kasus Pada PT. Bank Central Asia Tbk KCU Pangkalpinang Tahun 2024)

This study seeks to examine the impact of customer interest in utilizing mobile banking and internet banking services from four perspectives: service aspects, customer understanding aspects, target accuracy aspects, and timeliness aspects. The case study is conducted at PT. Bank Central Asia Tbk KCU Pangkalpinang in 2024. The study employs a survey method using a questionnaire as the primary data collection tool. The sample includes 100 customers of BCA Bank KCU Pangkalpinang who utilize mobile banking and internet banking services. Data analysis is performed through multiple linear regression to investigate the relationship between the independent variables (service aspects, customer understanding aspects, target accuracy aspects, and timeliness aspects) and the dependent variable (customer interest in using mobile banking and internet banking). The findings of the study reveal that the service aspect has a partial impact on customer interest in using mobile banking and internet banking. Similarly, the customer understanding aspect, target accuracy aspect, and timeliness aspect each partially influence customer interest in these services. When considered together, the service quality variables—comprising the service aspect, customer understanding aspect, target accuracy aspect, and timeliness aspect—have a positive and significant effect on customer interest in using mobile banking and internet banking.

Minat Beli Ditinjau dari Pemasaran Online, Kualitas Pelayanan, dan Tingkat Kepercayaan Kue Lumpur Bakar Shekinah Boyolali

This research aims to determine the influence of marketing online service quality, as well as the level of trust in consumer buying interest. This research method uses a quantitative descriptive approach. The population in this study is consumers of Kabar Shekinah Mud Cake Shop in 2023-2024, the number of which is not known with certainty. The sampling technique in this research uses techniques purposive sampel with a sample of 100 respondents. Data collection using a scale questionnaire linkert to measure respondents' answers. The data analysis technique used is statistical analysis with multiple linear regression, F test, t test, and coefficient of determination. Data analysis was assisted by SPSS version 25 software. The results of this research show that partially online marketing and service quality has a positive and significant effect on purchasing interest at the Bakar Mud Cake Shop Shekinah Boyolali. Meanwhile, the level of trust has an insignificant positive effect on purchasing interest at the Bakar Mud Cake Shop Shekinah Boyolali. Purchase interest can be explained by marketing variables online, service quality, and trust level of 64%

The Effect of Zakat Management and the Quality of Zakat Services on Muzzaki Satisfaction in Baznas Jember Regency

This study aims to determine the influence of zakat management and service quality on muzzaki satisfaction in BAZNAS Jember Regency. This study uses a quantitative method sourced from questionnaires. The population of this study is 400 muzzaki. Sampling uses the slovin formula, which is a statistical formula used to determine the minimum number of samples from a limited population (finite population survey). So the number of samples in this study is 80 respondents. The data analysis technique used is the SPSS computer program. The results of this study show that zakat management and service quality have a positive and significant effect on muzzaki satisfaction. Based on the results of the t test, it can be seen that the variable of zakat management is obtained t count > t table (6,965 > 1,991) sig. 0.001 < 0.05 and the variable of service quality was obtained (17.926 > 1.991) sig. 0.001 < 0.05. The result of the determination coefficient (R2) in this study was 0.839 or 83.9%, which means that muzzaki satisfaction was influenced by zakat management and service quality of 83.9%. The results of the multiple linear regression test in the variable of zakat management are 0.387, while for the variable of service quality 0.959, if the coefficient is positive, it means that there is a positive effect between zakat management and service quality on muzzaki satisfaction.

SIM-RS Success Factors Based on DeLone and McLean Theory at Hermina OPI Jakabaring Hospital

The information technology system is a technology used to process data, including processing, obtaining, compiling, storing, and manipulating data in various ways to produce quality information, namely information that is relevant, accurate, and timely, which is used in personal, business, and government purposes and is strategic information for decision making. Information systems with technological support are one of the systems that play a significant role in organizational success. The purpose of this study was to determine the success factors of the management information system (SIM-RS) at Hermina OPI Jakabaring Hospital based on the DeLone and McLean theory, which consists of six variables, namely system quality, information quality, service quality, use, user satisfaction and benefits. This research was conducted at Hermina OPI Jakabaring Hospital with a sample of 48 hospital employees who use SIM-RS. The results obtained from this study were based on the system quality variable, which stated that as many as 48% of employees stated SIM-RS quality. Information quality variables as much as 54% of respondents stated that SIM-RS was qualified. As many as 79% of respondents stated that they were satisfied with the service quality variable of SIM-RS. The use variable as many as 43% of respondents stated that SIM-RS was often used. As for the user satisfaction variable, as many as 94% of respondents stated that SIM-RS was of high quality. The benefit variable was that as many as 56% of respondents stated that SIM-RS was useful.

Pengaruh Motivasi, Mutasi dan Kualitas Pelayanan Publik Terhadap Kinerja Pegawai Melalui Kepuasan Kerja Sebagai Variabel Intervening Pada Dinas Kependudukan dan Pencatatan Sipil Kabupaten Kupang

The aim of this research is to determine the influence of motivation, transfer and quality of public services on employee performance through job satisfaction as an intervening variable at the Kupang Regency Population and Civil Registration Service. Data collection methods include observation, recording and questionnaires, using the SmartPLS application. The sample for this research used the census method, totaling 69 employees of the Kupang Regency Population and Civil Registration Service. The results of this research reveal that statistically the performance variable of Kupang Regency Dukcapil service employees is influenced by job satisfaction. The job satisfaction variable is not influenced by service quality, but is influenced by employee motivation and transfer variables. Employee performance variables are not influenced by mutations, but are influenced by service quality variables and motivation variables. The job satisfaction variable cannot act as a mediating variable between the service quality variable and employee performance. Furthermore, the job satisfaction variable can mediate the influence of motivation and mutation variables on employee performance in the Kupang Regency Dukcapil service.

Pengaruh Diskon, Promosi dan Kualitas Pelayanan terhadap Keputusan Pembelian Online dengan Menggunakan Aplikasi Alfagift

This research aims to determine the influence of discounts, promotions and service quality on purchasing decisions using the Alfagift application in Muara Bulian. The analysis used is quantitative analysis using validity and reliability tests, multiple linear regression analysis, t test, F test and coefficient of determination (R2). The research results show that simultaneously there is a significant influence between the discount, promotion and service quality variables on online purchasing decisions using the Alfagift application, but partially only the discount variable does not have a significant influence on online purchasing decisions using the Alfagift application in Muara Bulian.

Effect of Service Quality on Customer Satisfaction at PT Pegadaian Watansoppeng Branch

This study aims to analyze the effect of quality on customer satisfaction at PT Pegadaian watansoppeng branch. The research method used is quantitative with a descriptive approach. The research location was carried out at PT.Pegadaian Watansoppeng Branch, soppeng Regency, for 3 months. Data were collected through questionnaires and analyzed using descriptive statistical methods through the Statistical Package for the Social Science (SPSS) 27 application. Based on the results of this study, the t-test results that have been obtained on the variable service quality (X) on customer satisfaction (Y) obtained by ujit, service quality shows a sig value smaller than the significance level (0.000<0.05), or the t-count value is greater than the t-table (5.390> 1.670) so that the hypothesis is accepted. This shows that Service Quality has a positive and significant effect on Customer Satisfaction

The Effect of Service Quality and Trust on Customer Loyalty with Satisfaction as an Intervening Variable in Three Star Hotels, Palembang

This research aims to analyze the direct and indirect influence of the variables Service Quality, Trust, Satisfaction and Customer Loyalty. The method used in this research is a quantitative method with primary andsecondary data collection techniques, including observation, questionnaires and literature study. The number of respondents involved in this research was 115 people, and data collection was carried out using instruments that focused on the variables studied. Data analysis was carried out using Smart-PLS software. Based on the results showed that satisfaction has a significant influence on customer loyalty Apart from that, trust also has a significant influence on satisfaction, and the influence of trust on customer loyalty through satisfaction shows significant results. Trust and satisfaction are important factors that influence customer loyalty in three-star hotels in Palembang City. The results of this research also show that the other four variables, namely the direct influence of service quality on customer loyalty, as well as the influence of service quality on trust and satisfaction, have an insignificant influence. Therefore, to increase customer loyalty to three-star hotels in Palembang, it is necessary to look for other factors that have a stronger and more significant influence.

The Effect of Service Quality And Agency Skills on The Effectiveness of Sailing Time at Bulk Cargo Carrier

The length of the ship clearance process at an agency company makes a reference for each company in improving the quality of services provided and the skills of its employees. This study aims to determine the effect of service quality and skills on the effectiveness of sailing time for bulk cargo ships loaded with coal at three different agency companies on the island of Kalimantan. The method used is a quantitative approach through primary data processing on IBM SPSS (Statistical Package for the Social Science) 25 which comes from 30 respondents. The results of the research proven through the t test show that service quality and skills partially have a positive and significant influence on effectiveness. Simultaneous testing with an Fcount value of 33.755> 4.20 and a sig value of 0.000 <0.05 proves that service quality and skills together have a significant influence on effectiveness. This is supported by the coefficient of determination test which states that the service quality and skills variables have an influence of 71.4%, on the effectiveness variable, while 28.6% of effectiveness is influenced by variables outside of service quality and skills not examined by the author. The conclusion in this study is that the service quality and skills variables have a positive influence on the effectiveness variable partially and simultaneously.

Analisis Pengaruh Kualitas Pelayanan terhadap Kepuasan Konsumen Mutiara Salon Wanita Jatibening Pondok Gede Tahun 2024

This research aims to examine the influence of service quality on consumer satisfaction at Mutiara Women's Salon Jatibening Pondok Gede in 2024. To obtain data, the Service Quality and Consumer Satisfaction instrument in the form of a questionnaire (Questionnaire) was used. The research method used is quantitative with an associative approach. The sample in this study was 78 respondents. The analysis technique used is simple linear regression which is processed using the SPSS program. Based on the results of data analysis in the regression equation model, it is known that the results of the analysis of the coefficient of determination test in the Mode Summary table, obtained an R Square value (coefficient of determination) of 0.450, which means that the influence of the independent variable (X) on the dependent variable (Y) is 45%. So it can be concluded that the Service Quality variable has an influence of 45% on the Consumer Satisfaction variable. And another 55% was influenced by other variables not examined in this study.

Variabel Mediasi : Suatu Tinjauan Pengaruh Kualitas Layanan, Customer Experience, dan Kepercayaan terhadap Loyalitas dengan Kepuasan di Puskesmas Berbah Kabupaten Sleman

This research entitle of " Mediating Variables: A Review of the Influence of Service Quality, Customer Experience, and Trust on Loyalty and Satisfaction at the Berbah Public Health Center, Sleman Regency ". The purpose of this study is to find and analyze the influence of service quality, customer experience and trust on loyalty with satisfaction as a mediation variable. To research it uses purposive sampling and accidental sampling of 100 respondents. The tests on this study were conducted with tests of validity, reliability, classical assumptions, hypothesis testing,path analysisand sobel tests. With multiple linear regression analysis in this study obtained results b1 =0.217 showed a positive influence of service quality variables on loyalty, b2 =0.209 showed a positive influence of customer experience variables on loyalty, b3= 0.146 showed a positive influence of trust variables on loyalty, b4 = 0.164 showed a positive influence of satisfaction variables on loyalty. For partial hypothesis testing used t test, obtained a value of tcalculated for the quality of service to loyalty of 4,072, tcount for customer experience to loyalty of 3,648, for trust to loyalty of 2,657 and tcalculate for patient satisfaction to loyalty of 2,657. Then based on the results of calculations through the sobel test, patient satisfaction mediated the relationship between the quality of service to loyalty with at count value of 2,281, patient satisfaction mediated the relationship between customer experience to loyalty with at calculated value of 2,095,patient satisfaction mediated the relationship between trust to loyalty with at count value of 2.0009.

The Influence of Public Service Quality, Perceived Ease of Use of J-Mbako Application on Community Commitment in Paying Taxes Through Community Satisfaction as an Intervening Variable

This study aims to determine the effect of service quality, perceived ease of use, and satisfaction on the commitment to use the J-Mbako tax payment application. The number of samples in this study was 176 respondents, namely people who use the J-Mbako application. The analysis technique used was the Structural Equation Model (SEM) using the WarpPLS 7.0 application. The results of the data analysis showed (1) the variables of service quality and perceived ease of use directly have a positive effect on satisfaction. (2) the variables of service quality, perceived ease of use, and satisfaction directly have a positive effect on commitment. (3) the variables of service quality and perceived ease of use indirectly have a significant positive effect on ongoing commitment through satisfaction.

The Effect of Trust, Promotion, and Service Quality on the Decision to Use the Ollin Application

This research was conducted at the Bank Nagari Koto Agung Branch Office, Block B, Sitiung 1, Sitiung District, Dharmasraya Regency. The purpose of this research was to determine the effect of Trust, Promotion, and Service Quality on the Decision to Use the Online Application at the Bank Nagari Koto Agung Branch Office. A quantitative research method was used, with data collected through a questionnaire distributed from February to March, resulting in a sample of 173 respondents selected using Accidental Sampling. The data analysis techniques applied in this study included validity tests, reliability tests, descriptive analysis, correlation analysis, multiple linear regression analysis, classical assumption tests, t-tests, F-tests, and determination tests (R²). The results of this study indicate that Trust, Promotion, and Service Quality variables have a positive and significant effect, both partially and simultaneously, on the Decision to Use the Online Application at the Bank Nagari Koto Agung Branch Office. The R² value is 0.739, which implies that 73.9% of the variation in the dependent variable can be explained by the independent variables, while the remaining 26.1% is influenced by other factors not examined in this study.

Pengaruh Fasilitas dan Kualitas Pelayanan terhadap Kepuasan Pengunjung di Konser Musik Blackpink “Born Pink World Tour Jakarta 2023”

The Blackpink "Born Pink World Tour Jakarta 2023" concert, organized by iMe Indonesia as the promoter, faced a flood of criticism from attendees regarding issues such as double tickets, discrepancies in the number of seating facilities, and complaints about staff service that was perceived as unfriendly and slow in resolving problems. This study aims to test the hypothesis regarding the relationship between facilities and service quality at the concert and the level of attendee satisfaction. The research method used is quantitative with a survey design. The survey technique was employed to collect primary data by providing respondents with indicator statements through an online questionnaire. The research sample consisted of one hundred respondents who were Blackpink fans attending the concert. The data obtained were processed using IBM SPSS version 26. Data analysis was performed using descriptive analysis and multiple linear regression. The results of the study indicate that the independent variables of Facilities (X1) and Service Quality (X2) simultaneously affect the dependent variable of Attendee Satisfaction (Y). The practical implication of this study is the importance for promoters to pay attention to the quality of facilities and services to enhance visitor satisfaction at music concerts.

Factors Influencing Public Interest in Using Sharia Microfinance Institution Produsts in Lamongan

Islamic Microfinance Institutions (IMI) have a strategic role with their main function being to collect funds from people with excess funds and channel the funds to people in need effectively and efficiently. The existence of IMI is expected to help people, especially those from the lower middle class, in gaining access to funding. However, the perception and attitude of the community towards bank interests and the profit sharing system show diversity. Some people still choose to accept interest and consider it the same as the profit sharing system, so an analysis of factors that influence the community's interest in using IMI products is needed. The purpose of this study was to determine the effect of knowledge, promotion, service quality, and religiosity on the community's interest in using IMI products in Lamongan. The sample used was 100 samples selected using the purposive sampling method. The data was processed using multiple linear regression analysis techniques. The test results stated that partially and simultaneously, the variables of knowledge, service quality, promotion, and religiosity had a positive effect on the community's interest in using IMI products in Lamongan.

Determinants of Patient Preference for Private Hospitals Over Public Hospitals: An Empirical Study

Introduction: There are several choices when it comes to choosing the type of hospital. In Nepal, the general public is free to seek medical attention from any facility they feel is suitable for them. People have to make vital decisions while choosing a hospital because these decisions relate to health and relieve them from any burden regarding their health. There is a preference for private hospitals over public ones. Despite the relatively cheaper cost of care in public hospitals, such a setup was not preferred by the people; this observation motivated us and created a need to conduct a research study to validate the observation statistically. This study examines reasons why private hospitals are preferred by patients over public ones. Methods: The quantitative description research methodology has been adopted for this study. Developmental research approach is used in conducting this study through quantitative descriptive research. The researcher has followed a deductive research approach to examine the hypotheses we had set up with respect to their significance. Only 117 responses out of the 120 persons of the sample were found to be significant for the research study. A structured questionnaire was designed based on a five-point Likert scale. Random sampling was selected because of the probability sampling methodology used for the research study. Findings: In Tarkeshwor Municipality, the general public does not select a private hospital over a public hospital considering their income. There is no visible relation between the level of hospital services, treatment costs, and hospital selection criteria with income level of respondents. Three dependent variables—service quality, cost, and individual selection motive—have an influence on hospital choice decisions. The vast majority of the respondents appeared to make some kind of valuation about the value for money of the hospitals they visited, irrespective of their income. Since there exists a strong positive correlation between the cost and service mean, they attach higher costs to higher quality of service. Service quality: When asked about service quality, most of the respondents replied that what inclined their preference towards private hospitals and not government-run ones was the short waiting time and up to date medical equipments. Conclusion: Hence, based on this, it can be concluded that the choice of hospitals among the public is determined in view of the cost of treatment and hospital selection motives, such as access to up-to-date medical technology and lesser wait times and so on, rather than by income, which is not related to any of the dependent variables: service quality, treatment costs, and selection motives for hospitals.

The Influence of Mobile Banking Service Quality on Customer Satisfaction

This study aims to determine the effect of BSI Mobile Banking Service Quality on Customer Satisfaction (Case Study of Students of the Faculty of Islamic Economics and Business, UIN SUMATRA UTARA). The research method used is quantitative. The data source for this research is Bank Syariah Indonesia (BSI) mobile banking customers who are Fakultas Ekonomi Dan Bisnis Islam Students at Uin Sumatra Utara, and uses primary data. By using a collection technique through a questionnaire (questionnaire). The data analysis technique used in this study is to test the quality of the data, namely validity and reliability tests, multiple linear regression tests, and t tests. After going through quantitative procedures, this study obtained the reSumatra Utaralts that Mobile Banking Service Quality had an effect on Customer Satisfaction as evidenced by the correlation test which obtained reSumatra Utaralts of 0.000) <0.05. This means that the service quality variable has a positive and significant effect on customer satisfaction variables. Based on the reSumatra Utaralts of this study, the independent variable (Service Quality) of BSI Mobile has a significant effect on the dependent variable (Customer Satisfaction) of Faculty of Islamic Economics and Business Uin Sumatra Utara students.

Pengaruh Harga Dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan Dan Dampaknya Terhadap Citra PT. Sucofindo

The high level of competition and the increasingly advanced era requires companies to be more innovative in adapting to changes that have occurred. The ups and downs of the company often occur along with changes in environmental conditions around it. In addition, the influence of government regulations can also affect the dynamics of competition in these sectors. With the implementation of good service quality, it is hoped that customer satisfaction will be achieved which will certainly have an impact on the development of PT Sucofindo in the future. The objectives of this study are: (1) To determine the effect of price on customer satisfaction in using PT Sucofindo's services. (2) To determine the effect of service quality on customer satisfaction in using PT Sucofindo's services. (3) To determine the effect of price on the brand image of PT Sucofindo's services. (4) To determine the effect of service quality on the brand image of PT Sucofindo. (5) To determine the effect of customer satisfaction on the brand image of PT Sucofindo. (6) To determine the mediation of customer satisfaction on the effect of price on the brand image of PT Sucofindo. (7) To determine the mediation of customer satisfaction on the effect of service quality on the brand image of PT Sucofindo. In this study, data processing and analysis used the Partial Least Square (PLS) approach. PLS is a Structural Equation Modeling (SEM) model based on components or variants. While PLS is more of a predictive model. Data analysis in this study is Outer Model Analysis, Inner Model, and Hypothesis Testing. Based on the results of the analysis, it shows that: (1) Price does not affect Customer Satisfaction; (2) Service Quality affects Customer Satisfaction; (3) Price affects Brand Image; (4) Service Quality affects Brand Image; (5) Customer Satisfaction affects Brand Image; (6) Mediating customer satisfaction on the influence of price on brand image has no effect; and (7) Mediating customer satisfaction on the influence of price on brand image has an effect. It can be concluded that the variables of Service Quality and Customer Satisfaction affect the brand image of PT. Sucofindo.

PENGARUH KUALITAS PELAYANAN, KELENGKAPAN PRODUK DAN LOKASI TERHADAP KEPUTUSAN PEMBELIAN KONSUMEN

Purpose: This research aims to determine and analyze the influence of service quality, product completeness, and location on purchasing decisions. Design/Methodology/Approach: The method used is a quantitative method with data analysis, namely the Determinant Coefficient Test. Findings: The research results show that service quality, product completeness, and location have a positive and significant effect on purchasing decisions. Research Implications: The results of calculating the coefficient of determination show that the variables of service quality, product completeness and location are 39% and the remaining 61% are influenced by other variables outside this research.

Pengaruh Promosi, Harga dan Kepuasan Pelanggan Terhadap Penjualan pada UMKM di Sektor Percetakan Kota Medan

This study aims to examine and analyze how and to what extent advertising, price and customer satisfaction affect the sales of MSMEs in the Medan printing sector. The research method used in this study is a quantitative method with a descriptive approach. The data used is primary data collected from respondents and SMEs. The target of this survey is printing in the city of Medan, and the target survey is data of 50 respondents. This study uses the SPSS 20.0 test device for classical hypothesis testing, multiple regression analysis, and hypothesis testing. Based on the results of the hypothesis test or t-test, it can be shown that: Promotion will partially have a significant positive impact on the sales of MSMEs in the printing sector in the city of Medan. Prices have a significant positive impact on the sales of MSMEs in the Medan printing sector. Customer satisfaction has a significant positive impact on MSME sales in the Medan printing sector. And the results of the F test show that the quality of advertising, price and service have a significant positive effect on the sales of MSMEs in the printing sector in Medan city. Together, the results of this test show that the variables of promotion, price, and service quality contribute 74.4% to the sales variable. Price and service quality have a significant positive effect on the sales of Medan printing MSMEs. Together, the results of this test show that the variables of promotion, price, and service quality contribute 74.4% to the sales variable. Price and service quality have a significant positive effect on the sales of Medan printing MSMEs. Together, the results of this test show that the variables of promotion, price, and service quality contribute 74.4% to the sales variable.