scholarly journals FAKTOR-FAKTOR YANG MEMPENGARUHI KUALITAS PELAYANAN PADA SCOOT FAST CRUISES DI BALI

Jurnal IPTA ◽  
2017 ◽  
Vol 5 (1) ◽  
pp. 18
Author(s):  
Nengah Ardane ◽  
Ni Made Sofia Wijaya ◽  
Luh Gede Leli Kusuma Dewi
Keyword(s):  
Factor Analysis ◽  
Quality Of Service ◽  
Service Quality ◽  
Test Validity ◽  
Sampling Technique ◽  
Tourism Industry ◽  
Validity And Reliability ◽  
Transport Services ◽  
Eigen Value

Mode of water transport is very important in the tourism industry as a support in providing the best service for tourists. Transportation is the cause and the effect of the growth of tourist in Bali. Scoot Fast Cruises is transport services to Lembongan, Lombok and Senggigi. Based on Trip Advisor rating in the quality of service that is provided by Scoot Fast Cruises still very poor (158). This study aims to determine the factors that affect the service quality at Scoot Fast Cruises in Bali. Sampling technique used in this study using purposive sampling of respondents are crossing service users Scoot Fast Cruises in Bali with a total sample of 100 respondents. The data collection techniques using a questionnaire that was tested using the test validity and reliability. Analysis of the data used in this study is factor analysis using SPSS 17.0. The results of the factor analysis there are three factors that affect the service quality at Scoot Fast Cruises in Bali that is a factor completeness of facilities and services to get service with a value of eigen value 7.390, factor accuracy of services to the value of eigen value of 1.397 and the convenience factor rating with eigen values ??value amounting to 1.307. Factors completeness and ease of getting care facilities is a contributing factor dominant in influencing quality of tourist services at Scoot Fast Cruises in Bali. For further research that will lift the title of the research about the factors that affect the quality of service on a fast boat to take a shuttle to the hotel indicators and increasing the number of respondents and indicators. As for the company Scoot Cruises to take into account the convenience of tourists.

scholarly journals Analysis The Quality Of Service And Effectiveness E-Commerce Auy Publisher Using The Method E-Servqual

2019 ◽  
Vol 3 (1) ◽  
pp. 25
Author(s):  
Atik Budi Paryanti ◽  
Sumarsid Sumarsid
Keyword(s):  
Quality Of Service ◽  
Data Analysis ◽  
Service Quality ◽  
Test Validity ◽  
Sampling Technique ◽  
Quality Level ◽  
Validity And Reliability ◽  
Electronic Service ◽  
Service Attribute

This research aims to analyze the quality of the service and the effectiveness of Ecommerce. This research uses a quantitative approach. Data analysis using the pras test test validity and reliability as well as a test of normality. At this stage of the analysis of data with calculations e-servqual will get the service quality level e-Commerce and the calculation of e-Commerce It can also analyze the priority of each service attribute that needs to be fixed or not. The questionnaire will be filled is given to respondents with Nonprobability Sampling technique. This study use 46 participant. The Total value of Electronic Service Quality (TESQ) obtained from the results of the calculation of the gap between perception and expectation is positive, the results obtained are 0226. This means that the customer’s expectations of the service e-Commerce in larger AUY Publisher from the Ministry obtained this time, so that the service provided is still not satisfying customers and has not been effective (X2 ).

Analisis Kualitas Pelayanan Dalam Pelaksanaan Tera Dan Tera Ulang Alat Ukur, Timbang, Takar Dan Perlengkapannya (UTTP) Pada Bidang Perdagangan Dinas Koperasi, Perindustrian Dan Perdagangan Kabupaten Pacitan

2016 ◽  
Vol 3 (2) ◽  
pp. 159-173
Author(s):  
Susi Minarsih ◽  
Ary Sutrischastini
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Level Of Service ◽  
Research Use ◽  
Validity And Reliability ◽  
Analysis Instrument ◽  
Service Execution ◽  
Traditional Market ◽  
Convenience Sampling

The aims of this study are to measure the level of service quality and how to improve the quality of service execution in re-measurement tera and tera of UTTP in Commerce On duty Co-Operation, Industrial and Commerce Of Sub-Province of Pacitan. This research’s object is traditional market of Minulyo Pacitan as mains market in Sub-Province of Pacitan with 100 perpetrator people of sample as user/owner of UTTP (ukur,timbang, takar, dan perlengkapannya) with method intake of sampel by Convenience Sampling. The technique of collecting data uses questionnaires and direct interview. This research use qualitative analysis instrument test of validity and reliability to know valid or not and reliabel or not about the questions of questionnaire. Then, this research was done with Servqual method as instrument to do measurement of service quality. The measurement of service quality in Servqual method pursuant to five service dimension that is tangibles, responsiveness, realibility, assurance, and empathy. This research will be measured of gap 5 that is difference among performance and its expectation. Ad for yielded gap from a enumeration of Servqual 5 gap, -146 progressively lower him mount the quality of given service activities. Therefore, its needs the existence of priority repair of service quality, in this case is service of remeasurement tera and tera of UTTP at biggest difference or gap that is at variable of Responsiveness ( Energy Listen carefully) and attribute that has smallest difference that is – 0.44 at dimension question of variable of Tangibles ( Evidence Physical). Keyword: Quality Of Service, Method of Service Quality.

KEPUASAN KONSUMEN DITINJAU DARI KUALITAS PELAYANAN, STORE ATMOSPHERE DAN PROMOSI DI RUMAH MAKAN PONDOK JOWI SOLO

2020 ◽  
Vol 4 (02) ◽  
Author(s):  
Shofia Zulfa Amalina ◽  
Sri Hartono ◽  
Ratna Damayanti
Keyword(s):  
Quality Of Service ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Sampling Technique ◽  
Likert Scale ◽  
The Relationship

The purpose of this study was to analyze the effect of whether or not the quality of service, store atmosphere and promotion of consumer satisfaction at Pondok Jowi Restaurant Solo. The population in this study were consumers of Pondok Jowi Solo Restaurant in January 2020 at May 2020 with a total of 14,030 people. The sampling techniquemismpurposive samplingm which is a sampling technique with certain considerations by taking 100 respondents. Data collection uses a Likert scale questionnaire to measure respondents' answers to identify the relationship between service quality, store atmosphere and promotion of customer satisfaction. The results show that service quality, store atmosphere and promotion have a simultaneous and significant effect on customer satisfaction, servicei quality has assignificant effect on customer satisfaction, store atmosphere has a significant effect on customer satisfaction, and promotion has significant effect on customer satisfaction. Keywords: Service quality, Store atmosphere, Promotion, Consumer satisfaction

scholarly journals PROMOTION AND QUALITY OF SERVICE WITH INTERESTS TO VISIT TOURIST OBJECTS: SISTEMATIC SEARCH

2020 ◽  
Vol 2 ◽  
pp. 3-7
Author(s):  
Nellyn Lutur
Keyword(s):  
Quality Of Service ◽  
Local Government ◽  
Service Quality ◽  
Marketing Strategy ◽  
Local Governments ◽  
Tourism Industry ◽  
Systematic Search ◽  
Stable Conditions ◽  
The Right

The aim of the research is the systematic search of promotion and quality of service with interest to visit tourist objects. This article is a systematic search that collects data from relevant indexed journals in Indonesia. These findings are discussed in a theoretical study so as to produce a conclusion. This article draws the conclusion that in the current era, the use of the right marketing strategy is very important because many new attractions are emerging as competitors. Applying the right marketing strategy will bring tourists and make tourists who have visited have an interest to visit again. The interest in revisiting is the encouragement of someone to carry out a visit to the destination that was visited. The regional tourism industry pays attention to the duties and functions of the promotion department and service quality in planning and implementing strategies that optimize a tourist interest. The quality of service within these institutions and local governments in the field of tourism is very closely related and has a strong influence on the tourism industry. There are promotion factors and service quality, connected with the interest of the local government in tourists visiting directly or indirectly, thus affecting the development of industries in the region. The attitude of the local government directly influences the visit of domestic and foreign tourists, then indirectly the situation and stable conditions in political, economic and security developments. The contribution of this research is to study theories about promotion and service quality with an interest in visiting tourist objects.

scholarly journals The Influence of Service Quality on inpatients Satisfaction: Study at Bahagia Hospitals, Makassar City

Jurnal Office ◽  
2021 ◽  
Vol 7 (1) ◽  
pp. 21
Author(s):  
Herlina Sakawati ◽  
Nina Agustina ◽  
Sulmiah Sulmiah
Keyword(s):  
Quality Of Service ◽  
Data Analysis ◽  
Service Quality ◽  
Significant Influence ◽  
Research Method ◽  
Descriptive Analysis ◽  
Sampling Technique ◽  
Survey Method ◽  
Inferential Analysis

This study aims to determine the effect of service quality on inpatient satisfaction at the Bahagia Hospital in Makassar City. The research method used is a quantitative survey method using an explanatory approach. A sample of 100 people who are inpatients at the Bahagia Hospital using accidental sampling technique. The data analysis used is descriptive analysis and inferential analysis. The results showed that the quality of service had a significant influence on the satisfaction of inpatients at the Bahagia Hospital. This shows that service quality has an important role so that service delivery can provide results in accordance with what patients expect

scholarly journals Pengaruh Kualitas Produk, Harga, Dan Kualitas Pelayanan Terhadap Kepuasan Konsumen Pada Rumah Makan Dabu-Dabu Iris Fresh Wenang Manado

2019 ◽  
Vol 8 (2) ◽  
pp. 26
Author(s):  
Gahensya Keloay ◽  
Wehelmina Rumawas ◽  
Sandra Asaloei
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Consumer Satisfaction ◽  
Test Validity ◽  
Sampling Technique ◽  
Coefficient Of Determination ◽  
Validity And Reliability ◽  
Normality Test ◽  
Quantitative Descriptive

This research was conducted in Dabu-Dabu Iris Fresh Restaurant, Wenang Manado, which aims to find out the 1) effect of product quality ; 2) price and ; 3) service quality on customer satisfaction in Dabu-Dabu Iris Fresh Restaurant, Manado, both individually and in groups. With the focus of the problem is whether product quality, price and service quality affect consumer satisfaction in Rumah Makan Dabu-Dabu Iris Fresh, Wenang Manado. the method used in this study uses quantitative descriptive methods and The population that came in the Dabu-Dabu Iris Fresh Restaurant, Manado Heritage is unknown, therefore the researcher took a sample of 50 respondents using a purposive sampling technique that is consideration of populations that are easily found and this research will only be given to visitors who have visited the House. Eating Dabu-Dabu Iris Fresh, Managing Manado at least 5 times, and the research method used is quantitative descriptive method. The analytical tool used in the data instrument test (validity and reliability test), classic assumption test (normality test, multicollinearity test and heteroscedasticity test), data analysis (multiple regression analysis, test t, F test and test coefficient of determination R2). Based on the t test obtained states that product quality has an influence on customer satisfaction individually. While price is the determination of the value of a product in the minds of consumers that must be paid by consumers to obtain a product of Dabu-Dabu Iris Fresh Restaurant, Wenang Manado. The service quality provided by Dabu-Dabu Iris Fresh Restaurant, Wenang Manado affects consumer satisfaction.

scholarly journals Pengaruh Kualitas Layanan terhadap Loyalitas Wisatawan Nusantara dengan Kepuasan Wisatawan Nusantara sebagai Variabel Intervening

2015 ◽  
Vol 5 (1) ◽  
pp. 24
Author(s):  
Eny Sulistyowati ◽  
Sobirin Maliyan
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Strong Influence ◽  
Tourism Industry ◽  
Quality Of Services ◽  
Tourist Attraction ◽  
Business World ◽  
Tourist Satisfaction

<p>In the business world, customer satisfaction is an absolute must be the goal to achieve success. Due to the achieved satisfaction of the consumers or customers will bring many benefits to manufacturers or institutions, among others, will make consumers become loyal. From the results of research conducted shows that Quality of services provided to tourists have a strong influence on the loyalty of tourists to visit the tourism objects in the area of Yogyakarta. This is evidenced by the results of the r2 of the influence of service quality to local tourists loyalty is about 22.2%. This shows if the service quality provided by the tourism industry in Yogyakarta enhanced within the region will make the travelers loyal to the tourism industry in Yogyakarta. In addition to the quality of services provided to tourist there are other factors that also have a strong influence on the tourist loyalty that tourist satisfaction factor, as evidenced by the r2 value of 15.2%. This suggests that if the tourism industry pay attention to things that could improve the satisfaction of tourists visiting the attractions in Yogyakarta, then the tourists will be eager to visit again or loyal. Meanwhile, indirectly influence the quality of service to tourists loyalty through the satisfaction of tourists who visit tourist attraction in the DIY region have only r2 values of 0.015 or 1.5%. This implies that the satisfaction of tourists is less strong loyalty of tourists who visit tourist attraction in the area of DIY.</p>

scholarly journals Analisis Kualitas Pelayanan Pajak Kendaraan Bermotor Pada Unit Pel ayanan Pendapatan Daerah Pontianak Wilayah I

2016 ◽  
Vol 11 (1) ◽  
pp. 556
Author(s):  
Riyanti Herawati
Keyword(s):  
Quality Of Service ◽  
Data Collection ◽  
Service Quality ◽  
Motor Vehicle ◽  
Sampling Technique ◽  
Analysis Tool ◽  
Descriptive Data ◽  
Region I ◽  
Service Vehicles

The aim of this study was to determine the quality of taxpayer service vehicles on Revenue Services Unit Lagos Region I. The method used in this research is descriptive. Data collection techniques are observation, interviews and questionnaires. The sample of 100 persons of the population in the form of compulsory motor vehicle tax. Sampling technique is purposive. Analysis tool used is Service Quality (SERVQUAL). The analysis showed that the quality of service is not satisfactory for the respondent. It can be seen through a comparison of the scores obtained by the perception of -0.508, while the expectation of which amounted to -0.55.

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 PENINGKATAN KUALITAS PELAYANAN MENGGUNAKAN METODE SERVQUAL DAN KANO

2020 ◽  
Vol 9 (1) ◽  
pp. 68
Author(s):  
Wulan Purnamasari ◽  
Rizki Bachtiar Yuliansyah
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Test Validity ◽  
Validity And Reliability ◽  
Additional Training ◽  
Hard Skills ◽  
Close Relationship ◽  
Voice Of Customer ◽  
A Company

Customer satisfaction is one of the determinants of the survival of a company. Service quality is an important factor for companies, especially for companies engaged in services. Service quality has a close relationship with customer satisfaction. Satisfaction will be felt maximally by the customer, if the customer gets more than his expectations. Satisfied customers, they will give a positive response. This study aims to broadly improve the quality of Indonesian DigIs services, in the hope that consumers' desires and needs can be achieved and in line with their expectations of management perceptions. The use of Servqual and Kano methods is expected to later identify the GAP between customer needs and needs that must be improved and the technical response that must be carried out by management, so that customer satisfaction is expected to increase the quality of Indonesian DigIs services so that the company can grow rapidly.This research began with interviews and distributing questionnaires to 50 consumer respondents when getting responses about Indonesian DigIs services used to test validity and reliability. Service attributes consist of 30 items using the Servqual method consisting of 5 dimensions, namely tangibles, reliability, empathy, assurance, and responsiveness. After distributing questionnaires, the next step is to do data processing with GAP calculations to determine customer satisfaction with the quality attributes of Indonesian DigIs services. Then processed using Kano method.Priority attributes to be repaired and improved by Indonesian DigIs companies to be in accordance with the wishes and needs of customers based on VoC (Voice of Customer) through Servqual and Kano methods is the first priority in the tangible dimension is the neat appearance of employees who need to be improved again, if necessary uniformed ( wearing dresscode). The first priority in the reability dimension is the security of the system that is operated to be further enhanced by maintaining the confidentiality of the consumer database and security in operation. The first priority in the dimensions of responsiveness, is the speed of officers in providing services should management provide training in both soft skills and hard skills that can support the speed of employees in providing services. The main priority in the assurance dimension, namely the officer has the knowledge and ability to provide information, in this case the management should provide additional training that can support the knowledge of the service officers. While the main priority on empathy dimensions, is about providing information and instructions on how to operate the system clearly, the management should conduct an SOP evaluation, so that the operation of the system can run better. The proposal to improve Indonesian DigIs services according to customer desires and needs based on VoC (Voice of Customer) using Servqual and Canoeing methods is the improvement or evaluation of SOPs, reviewing facilities and infrastructure (focused on room facilities) and providing additional training to support HR performance.

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