Enhancing Service Quality Through Integrated Services Marketing

2006 ◽  
Author(s):  
Alex Maritz
Keyword(s):  
Service Quality ◽  
Services Marketing ◽  
Integrated Services

scholarly journals Kualitas Pelayanan Izin Mendirikan Bangunan (IMB) Di Dinas Penanaman Modal Pelayanan Terpadu Satu Pintu (DPMPTSP) Kabupaten Ciamis

2019 ◽  
Vol 2 (2) ◽  
pp. 100
Author(s):  
Gina Sofia Rahman ◽  
Herijanto Bekti ◽  
M.D Enjat Munajat
Keyword(s):  
Service Quality ◽  
Human Resources ◽  
Field Studies ◽  
Integrated Services ◽  
Building Construction ◽  
Online Service ◽  
Library Studies ◽  
One Stop ◽  
Construction Permit

AbstrakPenelitian ini membahas tentang Kualitas Pelayanan Izin Mendirikan Bangunan (IMB) di Dinas Penanaman Modal Pelayanan Terpadu Satu Pintu (DPMPTSP) Kabupaten Ciamis, dengan menggunakan teori servqual dari Zeithaml mengukur 5 dimensi, yaitu Tangible, Reliabillity, Assurance, responsiveness dan Empathy. Penelitian ini merupakan penelitian jenis kualitatif dengan tekhnik pengumpulan data dengan menggunakan studi kepustakaan, dan studi lapangan berupa observasi dan wawancara dengan 6 informan yaitu, Kepala DPMPTSP, Kabid Perizinan, Kabid Pengaduan dan Advokasi, Petugas Frontliner, Kabid Kepegawaian dan Pemohon Perzinan IMB.Berdasarkan hasil penelitian, Kualitas Pelayanan di DPMPTSP Kabupaten Ciamis masih belum berjalan secara efektif dan efisien dikarenakan kurang nya SDM si bagian pelayanan perizinan DPMPTSP Kabupaten Ciamis, kurangnya kemampuan petugas dan sarana untuk menunjang online service. Kata kunci : Kualitas Pelayanan, Izin Mendirikan Bangunan, Servqual.AbstractThis study discusses the Quality of Building Construction Permits (IMB) at the Ciamis District One-Stop Integrated Services Investment Office (DPMPTSP), using the servqual theory from Zeithaml to measure 5 dimensions, namely Tangible, Reliabillity, Assurance, Responsiveness and Empathy. This research is a qualitative type of research with data collection techniques using library studies, and field studies in the form of observation and interviews with 6 informants namely, Head of DPMPTSP, Head of Licensing, Head of Complaints and Advocacy, Frontliner Officers, Head of Personnel and IMB Licensing Applicants. research, Service Quality in DPMPTSP Ciamis Regency still has not run effectively and efficiently because of the lack of human resources in the licensing service section of DPMPTSP in Ciamis Regency, lack of staff ability and means to support online services.Keywords: Service Quality, Building Construction Permit, Servqual.

E-Service Marketing

2014 ◽  
pp. 1-8 ◽  
Author(s):  
Ali Ghorbani ◽  
Emel Kursunluoglu Yarimoglu
Keyword(s):  
Service Quality ◽  
Paradigm Shift ◽  
Business Models ◽  
Service Marketing ◽  
Services Marketing ◽  
Internet Marketing ◽  
Information Economy ◽  
Electronic Networks ◽  
Customer Interface

In the cyber era, the extension of the information economy and electronic networks has caused the shifting of the economy from goods to services and emerging e-service marketing. The synthesis of Internet marketing and services marketing has formed this new area of marketing. This chapter starts with introducing e-service marketing and comparing components of traditional and electronic services marketing. The click-only and click-and-mortar business models are described as types of e-tailing. Afterward, the paradigm shift from traditional e-commerce to e-service is investigated. In order to measure of e-service quality, some scales are discussed. Finally, the chapter suggests 7Cs of the customer interface in e-service marketing.

scholarly journals Kualitas Pelayanan dan Kinerja Pegawai terhadap Kepuasan Masyarakat di Unit Pelayanan Terpadu Satu Atap Kementerian Ketenagakerjaan

2020 ◽  
Vol 18 (1) ◽  
pp. 68-74
Author(s):  
Eigis Yani Pramularso
Keyword(s):  
Service Quality ◽  
Employee Performance ◽  
Integrated Services ◽  
Community Satisfaction ◽  
Validity And Reliability ◽  
Public Servant ◽  
One Stop ◽  
The Government ◽  
To Come ◽  
The One

Abstract - The government as a public servant continues to strive to make positive perceptions by continuing to improve community satisfaction related to the various services that can be provided. Community satisfaction is strived to continue to increase by providing the best quality of service and continue to encourage employee performance to be more optimal in carrying out their duties. This study aims to determine the effect of service quality and employee performance on community satisfaction in the One-Stop Integrated Services Unit of the Ministry of Manpower. The sample in this study amounted to 45 people where the technique was taken by accidental sampling. The data collection method uses a questionnaire given to respondents who happened to come at the research location. Data analysis tools in this study used a regression test with a validity and reliability test conducted previously. The results of this study are simultaneous and partial service quality and employee performance have a significant influence on community satisfaction in the One-Stop Integrated Services Unit of the Ministry of Manpower where the calculated F value is 19,042 and sig 0,000. Keywords: Service Quality, Employee Performance, Community Satisfaction

scholarly journals Penerapan Metode SERVQUAL pada Bank X

2016 ◽  
Vol 12 (2) ◽  
pp. 369
Author(s):  
Nilda Tri Putri ◽  
Jonrinaldi Jonrinaldi ◽  
Ranti Pratiwi
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Customer Loyalty ◽  
Banking Sector ◽  
Services Quality ◽  
Marketing Research ◽  
Services Marketing ◽  
Repair Service ◽  
Five Dimensions

The banking sector had become industrial which keeps growing. Competition requires each bank competing to attract many customers in many ways both in terms of products, technologies, and services. Marketing Research Indonesia (MRI) performs measurements of the services quality of the banking. X Bank occupies the fifth position in terms of service quality. X Bank need to do repair service constantly to improve customer loyalty. The method used was servqual consisting of five dimensions. Based on gap between perception and expectations known priority on X Bank. Repair service with the main priority is customer service quickly. A long customer service cause long queue at customer service and teller. Typically, most clients come at the beginning of the month. However, a large number of customer that are not anticipated by the number of teller and customer service. Customer satisfaction level of this attribute only 68,09%. That means the banks need to make improvements such as by adding the number of teller and customer service at a particular time and organizing shift work teller and customer service more effectively.Keywords : service quality, gap, Marketing Research Indonesia.

scholarly journals Patient Satisfaction Measurement For In-Hospital Services Delivered By Nurses: Guidelines For Improving Practice In Africa

2015 ◽  
Vol 6 (1) ◽  
pp. 23-36
Author(s):  
Ponce Kokou ◽  
Estelle Van Tonder ◽  
Mornay Roberts-Lombard
Keyword(s):  
Service Quality ◽  
Sampling Technique ◽  
Services Marketing ◽  
Primary Objective ◽  
Marketing Strategies ◽  
World Health ◽  
Level Of Service ◽  
Military Hospital ◽  
Health Organization ◽  
The Military

Hospitals in developing countries in Africa cannot focus on improving only the technological and operational side of their service offering in trying to adhere to the stipulations of the World Health Organization. To truly become competitive and remain viable over the long term, hospitals would also need to attend to their services marketing strategies and ensure that the level of patient service offered is of high quality. Consequently, the primary objective of the research reflected in this article was to explore the level of service provided by the nursing staff at the military hospital in Libreville, Gabon, with regard to the variables of reliability, responsiveness, assurance and empathy. The military hospital has been very successful in attracting more patients, and their achievements could provide valuable guidance to other hospitals on the African continent to improve their practices. The population was defined as all existing patients of the military hospital in Gabon. A systematic probability sampling technique was applied and self-administered questionnaires were distributed to the patients once they had signed the released form. The findings revealed that, in respect of the level of service experienced, the nurses were more successful in addressing the empathy and assurance dimensions of service quality than the responsiveness and reliability dimensions. Overall, though, it seems that all the dimensions measured in the study were adequately addressed by the nurses. By incorporating these dimensions into their services marketing strategies, hospitals in Africa could benefit from improved service quality, patient loyalty, market share, and profit.

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