scholarly journals Analisa Kualitas Layanan Sistem Smart Unilak Menggunakan Servqual Method

2020 ◽  
Vol 11 (2) ◽  
pp. 278-290
Author(s):  
Syahtriatna Djusar ◽  
Muhamad Sadar ◽  
Elvira Asril
Keyword(s):  
Information System ◽  
Service Quality ◽  
Student Satisfaction ◽  
User Satisfaction ◽  
Sampling Technique ◽  
Point Of View ◽  
Purposive Sampling ◽  
Independent Variables ◽  
System Service

Keberhasilan suatu layanan, dilihat dari sisi pandang / persepsi user dari Sistem Informasi tersebut. Pengguna menggunakan persepsinya, untuk menilai secara keseluruhan terhadap kualitas sistem informasi. Tujuan dari penelitian ini untuk mengetahui pengaruh  dimensi Service Quality (servqual) yakni Tangibles, Reliability, Responsiveness, Assurance dan Empathy, terhadap Kualitas Layanan yang terkait dengan Kepuasan Mahasiswa sebagai Pengguna SMART Unilak di layanan PDPT Unilak. Dari 981 mahasiswa Fasilkom, maka yang menjadi objek penelitian ini adalah 64 mahasiswa yang mengisi kuisioner dan sesuai kriteria. Dalam penelitian ini teknik sampling yang digunakan yaitu Nonprobability sampling dengan teknik purposive sampling dengan kriteria yang ditetapkan adalah mahasiswa aktif, pernah menggunakan Smart Unilak dan pernah berhubungan langsung dengan layanan PDPT Unilak. Hasil uji korelasi memperlihatkan hubungan positif serta  signifikan dari 5 (lima) variable bebas, yaitu variabel assurance, tangible, reliability, responsiveness, serta empathy dari  Kualitas Layanan Sistem Informasi SMART Unilak. Kontribusi variabel tangibles; reliabilitys; responsivenes; assurance, serta empathy untuk menambah Kualitas Layanan pada PDPT Unilak secara berurutan adalah sebesar 17.90%, 4.60%, 30.76%, 45.92%, -11.13%. Sesuai  perhitungan skor Service Quality, maka  diperoleh kesenjangan  atau Gap untuk masing-masing variabel bebas yiatu tangibl; reliability; responsiveness; assurance; dan empathy yang nilainya secara berurut adalah -0.8, -0.55, -0.69, -0.75, -0.59. Hasil penelitian menunjukkan masih kurang baiknya kualitas dari tangible; reliability;  responsiveness; assurance; dan empathy, serta tingkat kepuasan pengguna terhadap Kualitas Layanan Sistem Informasi SMART Unilak pada PDPT Unilak masih kurang puas.  Kata kunci: Kualitas Layanan, Smart Unilak, Servqual, Sistem Informasi   Abstract  The success of a service, seen from the point of view / user perception of the Information System. Users use their perceptions, to assess the overall quality of the information system. The purpose of this study was to determine the effect of Service Quality (servqual) dimensions, namely Tangibles, Reliability, Responsiveness, Assurance and Empathy, on Service Quality related to Student Satisfaction as Unilak SMART Users in Unilak PDPT services. Of the 981 students of Fasilkom, 64 students filled out the questionnaire according to the criteria. In this study, the sampling technique used was nonprobability sampling with purposive sampling technique with the criteria set were active students, had used Smart Unilak and had direct contact with PDPT Unilak services. The results of the correlation test show a positive and significant relationship from 5 (five) independent variables, namely the assurance, tangible, reliability, responsiveness, and empathy variables of the Unilak SMART Information System Service Quality. Contribution of the tangibles variable; reliabilitys; responsivenes; assurance, and empathy to increase Service Quality at PDPT Unilak were 17.90%, 4.60%, 30.76%, 45.92%, -11.13%, respectively. In accordance with the calculation of the Service Quality score, a gap is obtained for each of the independent variables, namely tangibl; reliability; responsiveness; assurance; and empathy whose values ​​are -0.8, -0.55, -0.69, -0.75, -0.59 respectively. The results showed that the quality of the tangible was not good enough; reliability; responsiveness; assurance; and empathy, and the level of user satisfaction with the Unilak SMART Information System Service Quality at PDPT Unilak is still not satisfied.  Keywords: Service of Quality, Smart Unilak, Servqual, Information Systems.

scholarly journals The Analysis of Library Collection, Electronic Resources, and Librarian Services Quality on The Student’s Satisfaction

2018 ◽  
Vol 7 (4.38) ◽  
pp. 1330
Author(s):  
Abdullahi Hassan Gorondutse ◽  
Mohammed Nuhu ◽  
Khairol Anuar Bin Ishak
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
User Satisfaction ◽  
Descriptive Analysis ◽  
Sampling Technique ◽  
Library Collection ◽  
Recent Debate ◽  
Universiti Utara Malaysia ◽  
Library User

The studies on library user satisfaction have become a topic of recent debate. the aimed of this paper is to analyze the effects of library collection, e-resources, and librarian service quality towards student satisfaction in the sultanah bahiyah library of uum. a sample of 80 were employees based on probability sampling technique adopted. the data were obtained from the respondents using a questionnaire.the study used ibm spss statistics 24 application software foranalysis, descriptive analysis, reliability analysis, regression analysis, and hypothesis testing results using. the results and findings shown that the library collection, e-resources, and librarian service quality are significantly related to the student satisfaction in the sulthanah bahiyah library of uum. therefore, the result of this study found that the best services, physically and technically, provided by the sultanah bahiyah libraryhas been satisfying the customers, which are students of universiti utara malaysia generally, and especially the students who visit the library. hence, this paper recommended that sulthanah bahiyah library uum to improve their performance in order to meet the visitor’s satisfaction, especially in the area of quality of librarian services.the future researchers employ other factors besides of library collection, e-resources, and librarian service quality towards the student satisfaction.     

scholarly journals Hospital’s competitive advantage through service quality, information systems and Islamic work ethics

2019 ◽  
Vol 17 (2) ◽  
pp. 193-204 ◽  
Author(s):  
Yanneri Elfa Kiswara Rahmantya ◽  
Ubud Salim ◽  
Djumahir ◽  
Atim Djazuli
Keyword(s):  
Information System ◽  
Information Systems ◽  
Service Quality ◽  
Competitive Advantage ◽  
Sampling Technique ◽  
Partial Least Square ◽  
Least Square ◽  
Work Ethics ◽  
System Service

The aim of this study is to analyze and measure the factors that influence competitive advantage seen from the quality of services, Islamic work ethics and information systems. The population of this study was all patients of BPJS participants in hospitals in Kuningan, West Java. This study uses a proportional random sampling technique to determine the sample. The respondents of this study were 115 respondents. Analysis was carried out using Partial Least Square (PLS). Results of the study prove that Islamic work ethics are positive and significant to competitive advantage. Competitive advantage can also be influenced by the hospital information system. Service quality also has a positive and significant influence on competitive advantage. Islamic work ethics, information system and service quality is a factor that can build competitive advantage in hospitals in Kuningan.

scholarly journals PENGARUH BAURAN PROMOSI, KUALITAS PELAYANAN, DAN CITRA PERUSAHAAN TERHADAP KEPUASAN JAMAAH UMROH AL-SHAHBA MALANG MELALUI KEPERCAYAAN JAMAAH SEBAGAI VARIABEL INTERVENING

2020 ◽  
Vol 14 (2) ◽  
pp. 161-172
Author(s):  
Maulidia Wulan Anggraini ◽  
Tin Agustina Karnawati ◽  
Widi Dewi Ruspitasari
Keyword(s):  
Data Collection ◽  
Service Quality ◽  
Path Analysis ◽  
Significant Influence ◽  
Sampling Technique ◽  
Corporate Image ◽  
Coefficient Of Determination ◽  
Purposive Sampling ◽  
Independent Variables ◽  
Variable Population

The purpose of the research is to determine the effect of the promotion mix, service quality, and company image toward satisfaction of Al-Shahba Malang pilgrims through the pilgrims’ trust as an intervening variable. Population of this research is based on consumer who choosing and using Al-Shahba Malang’s umrah package in 2016-2018 as many 276 people. Sample used in this research covers 163 consumer using purposive sampling technique. In this research, the data collection techniques is by questionnaires, interviews, observations, and documentations. The data gained from questionnaires was analyzed by using instrument test, path analysis, hypoteshis testing and the coefficient of determination with SPSS 21.0 version. The research proves that the three independent variables : promotion mix, service quality, and corporate image, has a positive and significant influence on the pilgrims’ trust. The promotion mix, service quality, and corporate image has a positive and significant influence on the pilgrims’ satisfaction. The pilgrims’ trust has a positive and significant influence on the pilgrims’ satisfaction. And the promotion mix, service quality, corporate image has a positive and significant indirect influence on the pilgrims’ satisfaction through pilgrims’ trust as an intervening variable.

scholarly journals INFLUENCE OF INFORMATION QUALITY, SYSTEM QUALITY, SERVICE QUALITY AND SECURITY ON USER SATISFACTION IN USING E-MONEY BASED PAYTREN APPLICATIONS

2019 ◽  
Vol 3 (2) ◽  
pp. 288-299
Author(s):  
Winanda Wahana Wargadalam
Keyword(s):  
Service Quality ◽  
User Satisfaction ◽  
Information Quality ◽  
Information Service ◽  
Sampling Technique ◽  
Quality System ◽  
Quality Service ◽  
System Quality ◽  
Business Form

Nowadays technology grow extremely fast and it is helpful in communication and transactions, this effect to human behavior that people consider using technology intentively in daily activites cause of its facilities, one of facilities is digital economic transactions or e-money. Due to increasing of technology, there are some companies run their business form e-money based applications, one of the applications is the PayTren. The purposed of this research is to examine the satisfactory of the user who apply PayTren applications, such as the influence of information quality, system quality, service quality and security. The method of the research is based on DeLone and McLean models, then it will be modified. The research’s data is quantitative data. researchers collected 89 questionnaires from the population of PayTren application users in Batam by using a purposive sampling technique.  The conclusion of the research show that there is an influence between the quality of information, service quality and security on the satisfaction of e-money users based on the PayTren application, while it is found that there is no influence between the quality of the system on the satisfaction of e-money users based on PayTren applications.

scholarly journals Usulan Perbaikan Sistem Untuk Meningkatkan Kualitas Layanan Sistem Administrasi Gudang Online (AGO) Menggunakan Standar ISO/IEC 9126 di PT. PLN (Persero) Rayon Duri

KOMTEKINFO ◽  
2019 ◽  
Vol 6 (1) ◽  
pp. 78-86
Author(s):  
Muhammad Ihsan Hamdy ◽  
Rika Rahmat Putri
Keyword(s):  
Service Quality ◽  
User Satisfaction ◽  
Quality Analysis ◽  
Maturity Model ◽  
Administration System ◽  
Technology System ◽  
System Service ◽  
Maintenance Systems ◽  
Quality Guarantee

In building a system, it was needed a quality guarantee. A system could be stated well qualified, if it met the user needs. The quality could be measured from various points of views. One point of views to measure the software quality was focusing on user satisfaction (user based). To know the quality of a system, it was needed a quality analysis of its system. There was a lack of service when online warehouse administration system used to manage the warehouse material inventory in PT. PLN (Persero) Duri Rayon was used. This research aimed at finding proposed improvements for increasing the service quality percentage of online warehouse administration system based on ISO/IEC 9126 standard. The methods of collecting the data were using interview and questionnaire to know user complaints to the user. Maturity Model and Delay approaches were used to process the data. In testing the reliability level, online warehouse administration system was on the first level (the system was computerized, but it was not standardized yet). In testing the delay, all the delays in input were on good category and it could beunderstandable. Based on the levels of maturity and delay, the test showed that there was a need to improve and maintenance the online warehouse administration system to increase the performance of system service quality for users. so that the existence of repairs and maintenance systems can increase 26% to 41% the percentage of the quality of an information technology system.

scholarly journals PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN PASIEN RAWAT INAP PADA RSUD KABUPATEN BANGGAI KEPULAUAN

2015 ◽  
Vol 1 (2) ◽  
pp. 151-164
Author(s):  
Magvira Alia ◽  
Nirwan Nirwan ◽  
Suardi Suardi
Keyword(s):  
Patient Satisfaction ◽  
General Hospital ◽  
Significant Influence ◽  
Secondary Data ◽  
Sampling Technique ◽  
Primary Data ◽  
Purposive Sampling ◽  
Independent Variables ◽  
Physical Evidence

The study intends to determine simultaneous and partial influence of service quality (X) consisting of physical evidence (X1), reliability (X2), responsiveness (X3), assurance (X4), and empathy (X5) on patient satisfaction  (Y)  in  the  General  Hospital  of  Banggai  Islands,  where the  study  is  located.  The type  of  research  is  descriptive. Sources  of data  is  primary  data  retrieved  from  questionnaires  and secondary data  obtained  from  documents  of  the  Regional  General  Hospital Banggai  Islands.  The sample consists of 72 respondents. The sampling technique used is purposive sampling. Based on the results, it is shown that the quality of service (X), consisting of physical evidence (X1), reliability (X2), responsiveness (X3), assurance (X4), and empathy (X5) simultaneously have significant influence on patient satisfaction (Y) of 69.60% while the remaining 30.40% is influenced by other causes. Partial test  shows  that  there  are  three  independent  variables:  physical evidence  (X1),  reliability  (X2)  and assurance (X4) that have non-significant influence to the patients’ satisfaction at the General Hospital of Banggai Islands.Tujuan  dari  penelitian  ini  adalah  untuk  mengetahui  pengaruh kualitas  layanan  (X)  yang terdiri  dari  bukti  fisik  (X1),  reliabilitas  (X2),  responsivitas (X3), jaminan (X4),  dan  empati (X5)  secara simultan  dan  parsial  terhadap  kepuasan  pasien.  (Y)  di  Rumah  Sakit  Umum Kepulauan  Banggai.  Lokasi  penelitian  ini  di  Rumah Sakit  Umum  Kepulauan  Banggai.  Jenis penelitian  ini  bersifat deskriptif.  Sumber  data  dalam  penelitian  ini  adalah  data  primer yang diambil  melalui  kuesioner  dan  data  sekunder  diperoleh  dari  Rumah Sakit  Umum  Daerah Banggai. Sampel dalam penelitian ini adalah 72 responden. Teknik sampling yang digunakan adalah  purposive sampling.  Berdasarkan  hasil  penelitian  menunjukkan  bahwa  variabel kualitas pelayanan (X) yang terdiri dari bukti fisik (X1), reliabilitas (X2), responsivitas (X3), jaminan (X4),  dan  empati (X5)  secara  simultan berpengaruh  signifikan  terhadap  kepuasan pasien  (Y)  dengan pengaruh 69,60%  sedangkan  sisanya  30,40%  dapat  dijelaskan  oleh penyebab  lainnya.  Uji  parsial  menunjukkan  bahwa  terdapat  tiga variabel  bebas  yang  tidak signifikan yaitu bukti fisik (X1), reliabilitas (X2) dan jaminan (X4) terhadap kepuasan pasien di Rumah Sakit Umum Kepulauan Banggai.

PERSEPSI PENGGUNA JASA PENERBANGAN TERHADAP PELAYANAN MASKAPAI PENERBANGAN GARUDA INDONESIA DI KOTA BANDA ACEH

2014 ◽  
Vol 2 (1) ◽  
Author(s):  
Nadiya
Keyword(s):  
Service Quality ◽  
Key Words ◽  
Sampling Technique ◽  
T Test ◽  
Purposive Sampling ◽  
Good Assessment ◽  
The Difference ◽  
Differentiation Test ◽  
Banda Aceh

To determined whether the service quality of aviation is good can be seen from the ability of the service in achieving the expectation of the customer. This study aims to identify the difference between the expected service and the reality perceived by the customer in relation to the service of Garuda Indonesia airlines in Banda Aceh City.            This study used 99 customers of Garuda Indonesia Airline as the sample which is drawn by applying purposive sampling technique. Data was gathered by using questionnaire and analysis by using statistic tool, average differentiation test (t-test).            The result of statistic test shows t value is greater than the value of t-table. Thus, Ha is accepted while Ho is rejected which means there is average differentiation between the expected service and the perceived service of Garuda Indonesia’s customer            Generally, the customer has relatively good assessment towards the quality of Garuda Indonesia airlines. However, they still hope for better service in order to remains the gap between the expectation and the perceived service. Therefore, it is demanded for the management of Garuda Airlines to improve their provided service quality. Key words: User percepcion, Airline Service and Garuda Indonesia Banda Aceh  

scholarly journals ANALISIS KEBERHASILAN WEBSITE RESMI UNIVERSITAS BOROBUDUR MENGGUNAKAN DELONE & MCLEAN MODEL

2018 ◽  
Vol 7 (1) ◽  
pp. 22-28
Author(s):  
Irfan Mahendra
Keyword(s):  
Service Quality ◽  
Significant Relationship ◽  
User Satisfaction ◽  
Information Quality ◽  
Sampling Technique ◽  
System Quality ◽  
Significance Level ◽  
Research Population ◽  
The University

This research aims to analyze the success of the website of Borobudur University using Delone & Mclean Model. Variables used in this research are the quality of information, system quality, service quality, and user satisfaction. The research population is a regular student at the University of Borobudur, with a population of 431 people. The number of samples used in this research was 82 people, with a significance level of 10%. Meanwhile, in determining the sample using non probability sampling approach by using accidental sampling technique. Data collection activities were conducted using questionnaires, while the data analysis techniques used are descriptive statistics and inferential statistics, to describe the profile of respondents and to know the user perception of research variables. Based on the results of research, showed that students' perceptions of the website of the University of Borobudur is high. While based on the results of hypothesis testing, also obtained result that all hypothesis in test accepted, where there is a positive and significant relationship between information quality to the user satisfaction of website, there is a positive and significant relationship between system quality to the user satisfaction of website, and there is a positive and significant relationship between service quality to user satisfaction of website.

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 The Influence of E-service Quality On Marketplace Platform Towards Customer Loyalty

2021 ◽  
Vol 9 (1) ◽  
pp. 1-11
Author(s):  
Nurul Izyan Mat Daud ◽  
Nur Athirah Syazwani Aziz ◽  
Fatihah Mohd ◽  
Nur Ain Ayunni Sabri
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Significant Relationship ◽  
Sampling Technique ◽  
Customer Engagement ◽  
Online Platform ◽  
Independent Variables ◽  
Online Marketplaces ◽  
Convenience Sampling

With the increasing of online marketplaces, online platform must come out with the solutions or ways in order to engage their relationship with customer. Hence, this study aims to examine the roles of e-service quality of online platform in customer loyalty. Convenience sampling technique was used, and data were collected using questionnaires. A sample of 248 respondents among final year students of Universiti Malaysia Kelantan, Pengkalan Chepa were selected. From the obtained results, study showed that there is a significant relationship between independent variables; reliability and security in Shopee platform towards the customer loyalty, respectively. With this finding, it can help and provide the marketers in terms of e-service quality to develop the customer engagement for the sake of customer loyalty. Therefore, the sustainability of the business can be maintained

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