Service Quality Variables Research Articles

Pengaruh Tangible, Reliability, Responsiveness, Assurance dan Emphaty terhadap Kepuasan Pasien RSUD ABEPURA

This study aims to test and analyze the influence of Tangible, Reliability, Responsiveness, Assurance, and Empathy on patient satisfaction at ABEPURA Regional Hospital. The population of this study was all inpatients at ABEPURA Regional Hospital, totaling 446 patients who were obtained from February to April 2017 who were in the inpatient room at ABEPURA Regional Hospital. The sampling method in this research uses an accidental sampling technique, namely sampling by taking cases or respondents who happen to be present or available according to the research context. In this study, the samples studied were 100 samples, which means 22.5% of the total number of subjects. The data analysis carried out in this research was multiple linear regression analysis. Based on the results of multiple linear regression analysis with a significance level of 5%, the results of this study indicate that: 1) Tangible has no significant effect on patient satisfaction at Abepura Regional Hospital. Reliability does not have a significant effect on patient satisfaction at Abepura Regional Hospital. 2) Responsiveness does not have a significant effect on patient satisfaction at Abepura Regional Hospital. 3) Assurance has a significant effect on patient satisfaction at Abepura Regional Hospital. 4) Tangibles do not have a significant effect on patient satisfaction at Abepura Regional Hospital. 5) Tangible, Reliability, Responsiveness, Assurance, and Empathy together simultaneously have a significant effect on patient satisfaction at Abepura Regional Hospital. Based on the results of this research, it is recommended: It is realized that research should be continuous so that it becomes complete research and can be used by all parties involved. This research still has shortcomings that can be studied again by future researchers, both in terms of qualitative and quantitative measurements by deepening the research object and adding other service quality variables that are not included in this research. So that further research will be better. It is hoped that the results of this research will be useful for nurses and hospital management so that they can improve the quality of service for better patient satisfaction. The service and motivation provided by nurses and other medical teams during the treatment period to patients can reduce anxiety so that patients will recover more quickly, this will influence patient satisfaction.

PENGARUH EFEKTIVITAS DAN KUALITAS PELAYANAN BALIK NAMA TERHADAP KEPUASAN MASYARAKAT DI KANTOR PERTANAHAN KOTA BANDUNG

This study aims to find out how the effectiveness and quality of services on community satisfaction at the Bandung City Land Office and what are the factors that influence the effectiveness and quality of services on community satisfaction at the Bandung City Land Office. This research was conducted using a quantitative method with a sample of 30 respondents who visited the Bandung City Land Office. Data analysis in this study used multiple linear regression. Multiple linear regression is used to analyze the effectiveness (X1) and service quality (X2) variables affecting community satisfaction (Y). The results of this study indicate that the effectiveness and service quality of the Bandung City Land Office have a positive effect on community satisfaction. Every employee in providing forms of service prioritizes aspects of service that greatly influence the behavior of people who receive services, so that the ability of employees to serve the community is needed in accordance with the level of absorption, understanding, incompatibility of various forms of service that they do not know.

The Influence Of Tourist Facilities And Service Quality On Visitor Satisfaction At The “Dunia Fantasi (DUFAN) Taman Impian Jaya Ancol” Amusement Park

The purpose of this study was to determine and analyze the influence of tourist facilities and service quality as independent variables, while the variable visitor satisfaction is the dependent variable. The number of respondents used in this study was 112 respondents. The data used is primary data, and inanalyzing data using SPSS software. Things tested in SPSS are validity test, reliability test, classic assumption test (normality test, multicollinearity test, and heteroscedasticity test), multiple linear regression analysis, F test, and T test. The results showed that the variables of Tourism Facilities and Service Quality has a significant effect on visitor satisfaction at Dunia Fantasi, Taman Impian Jaya Ancol amusement park.

EVALUASI PENGUKURAN WEBSITE LEARNING MANAGEMENT SYSTEM MENGGUNAKAN METODE WEBQUAL 4.0 PADA SMK NEGERI 2 KURIPAN

This study aims to evaluate the measurement of service levels and user satisfaction of theLearning Management System of SMK Negeri 2 Kuripan using the WebQual 4.0 method. To find outand identify the significant influence of the Learning Management System service quality on service qualityand user satisfaction with perceptions measured using the variables approach in WebQual 4.0.This study uses the Learning Management System website object at SMK Negeri 2 Kuripanwith the www.smkn2kuripan.id page, with a sample of 204 respondents, namely teachers and students.the method used to evaluate the calculation of perception with the WebQual approach and variables aswell as the calculation of multiple linear regression analysis and science.
 The results of the study indicate that there is a positive and significant and insignificantrelationship between the variables of website service quality. level of satisfaction. and intensity of use thatform the conceptual model of the study. So to improve service quality and user satisfaction. it is necessaryto maintain consistency in service performance by conducting periodic evaluations and perceptualinteractions with users. And what needs to be considered is related to the ease of Usability. InformationQuality. and Service Interaction Quality on the website. The results of the research are expected to helpthe website manager of SMK Negeri 2 Kuripan to evaluate improvements and develop service qualityimprovements based on user responses/perceptions in accordance with the expectations of users of SMKNegeri 2 Kuripan.

CUSTOMER SATISFACTION ASSESSMENT THROUGH IMPORTANCE-PERFORMANCE ANALYSIS


 
 
 
 The mini market business represents the modernization of traditional markets. However, with the enactment of Presidential Regulation No. 44/2016, which permits foreign retailers to open stores in Indonesia, foreign retailers have gained confidence in penetrating both major city malls and even trying their hand in smaller towns. The research aims to assess the quality of service and the trust associated with satisfaction using the Importance Performance Analysis (IPA) method. The population consists of all consumers in various mini markets in the city of Cirebon. The sampling technique utilized is random sampling. Data collection is done through questionnaires, and data analysis employs multiple regression analysis and the IPA method. The research results, based on multiple regression analysis, demonstrate a positive and significant influence between the variables of service quality and trust on customer satisfaction. Meanwhile, based on the IPA method, the average level of conformity reveals that satisfaction is at 90%. Therefore, it is apparent that 21 indicators are distributed across Quadrants A, B, C, and D, signifying a conformity in service quality and trust toward customer satisfaction.
 
 
 

PENGARUH KUALITAS PELAYANAN, HARGA DAN PRODUK TERHADAP KEPUASAN KONSUMEN PADA MEDINA WEDDING ORGANIZER

The purpose of this study was to analyze the effect of service quality, price, and products on customer satisfaction at Medina Wedding Organizer. This research uses quantitative methods. The population of this research is consumers who have used the services of the company Medina Wedding Organizer with a sample of 85 people with certain criteria. The method used in this study is purposive sampling with the provisions of the respondents who have used the premium package and the frugal package at the Medina Wedding Organizer. The data analysis technique used in this study is multiple linear regression analysis. Regression results obtained t count on the service quality variable of 2.449 and t table of 1.988, on the price variable t count of 4.117 and t table of 1.988 while on the product variable t count of 3.549 and t table of 1.988 affecting customer satisfaction at Medina Wedding Organizer. It can be concluded that the variables of service quality, price, and product quality have a positive and significant effect on customer satisfaction.Keywords: Service Quality, Price, Product, Customer Satisfaction.

Pengaruh Citra Merek dan Kualitas Layanan terhadap Keputusan Pembelian Mixue Cabang Cilincing Jakarta

This research phenomenon is because Mixue is not included in the category of the 5 most consumed contemporary beverage brands by Indonesian people in 2022. This study aims to determine and analyzethe influence of brand image and service quality on purchasing decisions Mixue Cilincing Jakarta branch. The research method used isa quantitative method with data retrieval techniques in the form of questionnaires. Sample selection in this study is the Mixue Cilincing Branch consumers who have tried ice cream Mixue minimum 1x purchase. The sampling technique used in this study is non probability sampling and using The Theory Of Hair et al so that the sample taken as many as 165 respondents. Data analysis techniques used are validitytest, reliability test, classical assumption test, multiple linear regression analysis, coefficient of determination analysis and hypothesis testing using spss software version 26. The results of this study indicate that there is a simultaneous influence on the variables of brand image and service quality on purchasing decisions. In the determination test for brand image variables there is an influence of 61.4% on purchasing decisions and the remaining 38.6% are influenced by other variablesthat are not studied. For service quality variables, there is an influenceof 66.0% on purchasing decisions and the remaining 34.0% are influenced by other variables that are not studied. While there is an influence of 70.3% which is explained by the variables of brand image and service quality on purchasing decisions and the remaining 29.7% which is influenced by other variables not studied.

PENGARUH KUALITAS PELAYANAN, CITRA MEREK, DAN KEPERCAYAAN TERHADAP LOYALITAS NABASAH BANK SYARIAH INDONESIA KOTA BENGKULU PASCA INSIDEN GANGGUAN LAYANAN

The performance of sharia banking in Bengkulu Province increased in the fourth quarter of 2022. One of them is Bank Syariah Indonesia. However, recently there was an incident of service disruption/temporary error in the Bank Syariah Indonesia (BSI) banking system. The state-owned sharia bank resulting from the merger of three state-owned banks experienced a service disruption incident in May 2023. This research will evaluate the impact of this incident on customer loyalty by considering service quality, brand image and trust. As a result of this incident, of course there are causes and effects that occur, for example customer loyalty. Therefore, this research aims to determine the influence of service quality, brand image and trust on the loyalty of customers who experience post-incident service disruption/temporary errors. This research uses descriptive quantitative research. The population in this research is Bank Syariah Indonesia customers inBengkulu City with a total sample of 150 customers taken using purposive sampling technique. The data source used is primary data obtained from questionnaire results, while secondary data is through websites and article publications and others. The research results show that the variables of service quality, brand image and trust have a positive and significant effect on customer loyalty. This means that this research can conclude that Bengkulu City Bank Syariah Indonesia (BSI) customers remain loyal after the temporary service disruption incident

Assessing the dynamic performance of water companies through the lens of service quality

The measurement of performance within the water industry holds significant importance for policymakers, as it can help guide decision-making for future development and management initiatives. In this study, we apply data envelopment analysis (DEA) cross-efficiency techniques to evaluate the productivity change of the Chilean water industry during the years 2010–2018. Water leakage and unplanned interruptions are included in the analysis as quality of service variables. Moreover, we use cluster analysis and regression techniques to better understand what drives productivity change of water companies. The results indicate that the Chilean water industry is characterized by considerable high levels of inefficiency and low levels of productivity change. This is due to the existence of technical regress whereas gains in efficiency were small. Concessionary water companies were found to be more productive than full private and public water companies. Best and worst performers need to make efforts to reduce production costs and improve service quality. Other factors such as customer density and ownership type statistically affect productivity.

Investigating the Effect of Brand Experience and Service Quality on Brand Loyalty mediated by Brand Trust in Travel Umroh Al Madinah Mutiara Sunnah Kediri City

This study analyses the effect of brand experience and service quality on brand loyalty mediated by brand trust. This type of research is explanatory research and primary data collection using a questionnaire. The sampling technique used stratified proportionate random sampling method. The number of samples was 127 respondents who were Umrah pilgrims of PT Al Madinna Mutiara Sunnah. The data was processed using SmartPLS 3.0 software. The results showed that Brand Experience and Service Quality each had a significant effect on brand trust. Brand Experience has a significant effect on brand loyalty, while service quality has no significant effect on brand loyalty. Brand trust significantly mediates the relationship between brand experience or service quality variables on brand loyalty.

THE INFLUENCE OF PRICE AND QUALITY OF DELIVERY SERVICES ON CONSUMER SATISFACTION LION PARCEL AGENT PT SWABINA GATRA TRAVEL

This study was aimed to identify the effect of price and service quality of customer satisfaction Lion Parcel Agen PT Swabina Gatra Travel. This type of research is descriptive research with a quantitative approach. In which the sample of study consisted of 110 respondents. The data collection technique used a questionnaire distributed via google form. The results of this study indicate that the quality of service and product has a positive influence on customer satisfaction. This is reinforced by the value of the T-test of service and product quality variables whose significance value is below 0.05. The f test value also shows a sig value below 0.05, the coefficient of determination gets a value of 0.517, which means that the service quality and product quality variables affect the consumer satisfaction variable by 51.7 percent.

PENGARUH KUALITAS LAYANAN TERHADAP LOYALITAS PELANGGAN MELALUI KEPUASAN PELANGGAN PADA ANAK NEGERI TOUR TRAVEL CIAMIS

In this area service is very important with many people who use it to travel far or near or just send package, in this regard, many accommodation or tour & travel service providers, ranging from small businesses to large industries. Management can increase the competitiveness of a business by maximizing service delivery. The purpose of this study was to determine and analyze : 1) the effect of service quality on costumer loyalty 2) the effect of service quality on costumer satisfaction 30 the effect of costumer satisfaction on costumer loyalty 4) the effect of service quality on costumer loyalty through costumer satisfaction. This type of research is quantitative research using questionnaires as a data collection technique. This research was conducted on the ciamis tour & travel children. The population in this study were all costumer who had used tour & travel service with a sample of 100 respondents using a purposive sampling technique. Data analysis used path analysis with the help of SPSS 22 software. The results showed 1) there was a significant effect of service quality on costumerloyalty, 2) the was a significant effect of service quality on costumer satisfaction, 3) there was a significant effect of costumer satisfaction on loyalty costumer, 4) there is a significant influence of costumer satisfaction a mediating variable of service quality on costumer loyalty

ANALISIS PENGARUH KUALITAS PELAYANAN, CITRA PERUSAHAAN, DAN KEPUASAN, TERHADAP LOYALITAS (STUDI KASUS PADA PT. MNC SEKURITAS PANGKALPINANG

The method used in this research is a descriptive method with a quantitative approach to find the relationship between the independent variables (service quality, corporate image, and satisfaction) with the dependent variable (loyalty) using statistical formulas. While the statistical formula used to test the hypothesis is multiple linear regression analysis, the sample in this study amounted to 67 people.
 The test results for the service quality variable (X1) where tcount (4.486) > ttable (1.669) mean that the service quality variable (X1) has a partial effect on loyalty (Y). The test results for the company image variable (X2) where tcount (-0.221) < ttable (1.669) mean that the corporate image variable (X2) has no partial effect on loyalty (Y). The test results for the satisfaction variable (X3) where tcount (7.121) > ttable (1.669) mean that the price variable (X3) has a partial effect on loyalty (Y).

Pengaruh Kualitas Jasa Pelayanan Di Hypermart Palangka Raya.

This research was conducted to uncover what consumers really want or expect and what consumers have perceived from the service quality they receive. The purpose of this research were: (1) To determine the factors that affect the quality of service at Hypermart Palangka Raya, (2) To determine what factors have the most influence on customer satisfaction at Hypermart Palangka Raya, (3) To acknowledge the most dominant factor in service provided at Hypermart Palangka Raya. The research employed a descriptive methodology. The data source consisted of responses obtained through a questionnaire given to respondents. The variables used were independent variables, namely: reliability (X1), responsiveness (X2), assurance (X3), empathy (X4), physical evidence (X5) which is the dependent variable is service quality (Y1) and customer satisfaction (Y2). Multiple regression analysis was used for statistical analysis. The findings of this research revealed the following: (1) Among the five variables between tangible, reliability, responsiveness, assurance, and empathy, tangible variable is the positive and significant factor on service quality variables at Hypermart Palangka Raya, (2) The most dominant factor in service quality at Hypermart Palangka Raya, (3) Service quality has a positive and significant effect on customer satisfaction at Hypermart Palangka Raya.

THE INFLUENCE OF CUSTOMER SATISFACTION AND QUALITY OF SERVICE ON CUSTOMER LOYALTY IN USING GO-RIDE IN BANYUWANGI CITY

Go-Ride is a motorcycle taxi service based on a smartphone application. In this study it is limited to Go-Ride services because these services are very influential in assessing customer loyalty. The purpose of this study was to find out how the influence of customer satisfaction and service quality on customer loyalty in using Go-Ride in the city of Banyuwangi. This research is a quantitative research obtained from questionnaires distributed to Go-Ride consumers and then processed using SPSS. After that, the results were analyzed. The results of the study show that simultaneously satisfaction and customer service quality affect customer loyalty. And partially the satisfaction variable and service quality variable also influence customer loyalty.

PENGARUH KEPERCAYAAN, KUALITAS PRODUK, KUALITAS INFORMASI, DAN KEMUDAHAN TRANSAKSI TERHADAP KEPUTUSAN PEMBELIAN PRODUK FASHIONONLINE DI MEDAN MELALUI APLIKASI SHOPEE

This research aims to determine the influence of trust, service quality, information quality and ease of transactions on online fashion product purchasing decisions in Medan via the Shopee application. The population is all students at the Faculty of Economics, Management Study Program, Unika Santo Thomas and the maximum desired sample size is 96 people. Analysis techniques using descriptive analysis and multiple linear regression. The research results show that the variables of trust, service quality, information quality and ease of transactions have a positive influence on purchasing decisions for online fashion products in Medan via the Shopee application. Based on the value = 56.982 > = 2.74, Ho is rejected and H1 is accepted, meaning that trust, product quality, information quality and ease of transactions simultaneously have a positive and significant effect on purchasing decisions. Based on the trust value (5.771 > l (2.060), H0 is rejected and H1 is accepted. This means that trust has a positive and significant effect on purchasing decisions. The value (3.338) of product quality > (2.060) means that H0 is rejected and H1 is accepted. This means that product quality has a positive and significant effect on purchasing decisions. The value of information quality is (4.768) > (2.060), so H0 is rejected and H1 is accepted. This means that the quality of information has a positive and significant effect on product purchasing decisions. The value of ease of transaction is (2.812) > (2.060) then H0 is rejected and H1 is accepted. This means that ease of transaction has a positive and significant effect on purchasing decisions. The coefficient of determination (R Square) = 0.901 means that 90.1% of purchasing decisions can be explained by the variables trust, service quality, information quality and ease of transaction and the rest Another 9.9% can be explained by other factors such as price and promotions, which were not included in the study.

ATM Service Quality and Customer Satisfaction: The Empirical Evidence from Commercial Banks in Cambodia’s Siem Reap Province

This study aimed to investigate the effect of ATM service quality on customer satisfaction in Commercial Banks in Cambodia’s Siem Reap province. The target samples were drawn from four Commercial Banks in Cambodia’s Siem Reap province. A total of 236 respondents’ sample sizes of Commercial Bank costumer were collected by convenience sampling. A five-point Likert scale was employed to measure. Structural equation modeling was employed to test the proposed research framework. The results indicated that the path relationships between the independent variable of ATM service quality and the dependent variable of customer satisfaction were statistically significant and positive. In addition, the dimensions of five-ATM service quality were positively and significantly related to customer satisfaction. This study suggests that the service provided must be improved to influence the level of satisfaction for customers. Customers of Commercial Banks that use services from ATM services can be more cooperative in receiving services from better cooperation in the future.

Increased Customer Loyalty: The Role Of Service Quality, Trust, Satisfaction, And Business Process Improvement As Mediation

This study aims to analyze more deeply the relationship and influence of Service Quality, Customer Trust, and Satisfaction on Customer Loyalty of Non-Program Small Medium Enterprise (SME) Credit Customers Mediated by Business Process Improvement (Empirical Study: Bank BTN Regional Office 2). An online survey using Google Forms to SME credit customers of Bank BTN Regional Office 2 covering DKI Jakarta and Banten was used to collect data as material for this study. In this study the variables Service Quality, Customer Trust and Satisfaction as dependent variables, Customer Loyalty as an independent variable, and Business Process Improvement as mediation variables. 226 respondents met the respondent criteria. This study used Partial Least Square SEM also called PLS-SEM. The results prove that Service Quality affects Business Process Improvement, Trust affects Business Process Improvement, Customer Satisfaction affects Business Process Improvement, Service Quality affects Customer Loyalty, Trust does not directly affect Customer Loyalty, Customer Satisfaction does not directly affect Customer Loyalty, Business Process Improvement affects Loyalty Customers, Business Process Improvement affects mediating Service Quality on Customer Loyalty, Business Process Improvement affects mediating Trust in Customer Loyalty, and Business Process Improvement has an effect on mediating Customer Satisfaction with Customer Loyalty.

Pengaruh Kualitas Pelayanan dan Citra Perusahaan Terhadap Kepuasan Nasabah

In this day and age, company competition is getting tougher, so companies must innovate to build consumer comfort for the services provided by the company.The purpose of this study is to analyze the effect of Service Quality and Corporate Image on Customer Satisfaction. Implementation of research on customers who use the services of the Setia Kawan Cepiring cooperative. The method used in this study is a quantitative research method. The sampling technique in this study was used as a sampling technique and a total of 100 respondents were obtained from 4235 total customers in 2022. Data analyzed through validity test with KMO and Component Matrix, reliability test with Cronbach alpha, and multiple regression analysis. The results showed that service quality variable has a significant positive effect on customer satisfaction and corporate image has a significant positive research effect on customer satisfaction. The better of service quality and corporate image will be following by, the higher customer satisfaction in the next period.

Pengaruh Harga dan Kualitas Pelayanan Terhadap Kepuasan Pengunjung Kolam Renang Syafira Kecamatan Burneh Kabupaten Bangkalan

This study was made to determine the effect of price and service quality on visitor satisfaction at Syafira Swimming Pool, Burneh District, Bangkalan Regency.The independent variables in this study were price and service quality, while the dependent variable in this study was visitor satisfaction.The population in this study were all visitors who visited the Syafira swimming pool.The sample in this study is the entire population. The technique used in sampling is a random sampling technique where all individuals in the population have the opportunity to become members of the sample. Data collection techniques used are questionnaires and documentation. And the analysis technique used is MANOVA (Multivariate Analysis Of Variance). The results of the study show that price has an influence on the visitor satisfaction variable, because the price variable has a positive effect because the price variable shows a sig value of 0.024< 0.05 and tcount>ttable or 2.391>2.051, it can be concluded that H0 is rejected and Ha is accepted. And the quality of service has an effect on the visitor satisfaction variable, because the service quality variable has a positive effect because the service quality variable shows that the sig value is 0.002<0.05 and tcount>ttable or 3.489>2.051, so it can be concluded that HO is rejected and Ha is accepted.