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Journal articles on the topic 'Assurance and empathy'

Author: Grafiati

Published: 3 June 2025

Last updated: 31 July 2025

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1

Marsono, Shandy, and Endah Nawangsasi. "PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN ANGGOTA KOPERASI DOSEN DAN KARYAWAN AUB PANCASILA SURAKARTA." ProBank 3, no. 2 (2018): 60–66. http://dx.doi.org/10.36587/probank.v3i2.380.

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Penelitian ini bertujuan untuk mengetahui pengaruh kualitas pelayanan yang meliputi (bukti fisik, reliability, responsivenees, assurance dan empathy) terhadap kepuasan anggota koperasi dosen dan karyawan AUB Pancasila Surakarta Penelitian ini merupakan jenis penelitian survey. Populasi dalam penelitian ini adalah semua anggota koperasi dosen dan karyawan AUB Pancasila Surakarta. Teknik pengambilan sampel yang digunakan non random sampling. Teknik pengambilan yang menyesuaikan diri dengan kriteria tertentu. Penelitian ini menggunakan alat analisis regresi linear berganda, uji t, uji F dan deter

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Marsono, Shandy, and Endah Nawangsasi. "PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN ANGGOTA KOPERASI DOSEN DAN KARYAWAN AUB PANCASILA SURAKARTA." ProBank 3, no. 2 (2018): 60–66. http://dx.doi.org/10.36587/probank.v3i2.380.

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Penelitian ini bertujuan untuk mengetahui pengaruh kualitas pelayanan yang meliputi (bukti fisik, reliability, responsivenees, assurance dan empathy) terhadap kepuasan anggota koperasi dosen dan karyawan AUB Pancasila Surakarta Penelitian ini merupakan jenis penelitian survey. Populasi dalam penelitian ini adalah semua anggota koperasi dosen dan karyawan AUB Pancasila Surakarta. Teknik pengambilan sampel yang digunakan non random sampling. Teknik pengambilan yang menyesuaikan diri dengan kriteria tertentu. Penelitian ini menggunakan alat analisis regresi linear berganda, uji t, uji F dan deter

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Setijobudi, Ec Lts, and P. Haryoso. "PENINGKATAN KEPUASAN DAN LOYALITAS NASABAH PADA PT BANK CENTRAL ASIA TBK CABANG UTAMA SURAKARTA." EXCELLENT 5, no. 1 (2018): 32–41. http://dx.doi.org/10.36587/exc.v5i1.279.

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Penelitian ini bertujuan untuk mengetahui pengaruh Reliability, Responsiveness, Assurance, Tangibles, Empaty terhadap Kepuasan Nasabah dan Loyalitas Nasabah PT. Bank Central Asia Tbk, Surakarta. Populasi dalam penelitian ini adalah nasabah tabungan pada PT. Bank Central Asia Tbk Cabang Utama Surakarta yang telah memanfaatkan jasa perbankan lebih dari 3 tahun,yang jumlahnya 935 nasabah. Pengambilan sampel dengan tehnik purposive random random sampling dengan jumlah sampel keseluruhan 100 nasabah,. Data yang digunakan dalam menganalisis penelitian ini diperoleh dari data primer menggunakan kuesi

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Wati, Erdiana, Abd Salam Razak, and Adrian Tawai. "PENGARUH KUALITAS PELAYANAN KARYAWAN TERHADAP KEPUASAN KONSUMEN PADA TOKO COLOMBUS KOTA KENDARI." Business UHO: Jurnal Administrasi Bisnis 1, no. 1 (2016): 55. http://dx.doi.org/10.52423/bujab.v1i1.9550.

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This study aims to determine the effect of employee service quality (SERQUAL), namely: physical evidence (tangibles), reliability (reliability), responsiveness (responsiveness), assurance (assurance), and empathy (empathy) on consumer satisfaction at the Colombus Stores in Kendari City and to find out the influence of dominant service quality on customer satisfaction at the Kendari City Colombus Store. This study uses multiple linear regression analysis using the F test and t test. Simultaneous analysis results show that the physical evidence variable (tangibles) X1, reliability (reliability)

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Aris Saputra, Taufik, Mujibur Rohman, Mohammad Kholili, and Hoirul Umam. "ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH MENGGUNAKAN MODEL CARTER DI BPRS BHAKTI SUMEKAR CABANG TLANAKAN." Prospeks: Prosiding Pengabdian Ekonomi dan Keuangan Syariah 1, no. 1 (2023): 70–80. http://dx.doi.org/10.32806/pps.v1i1.259.

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Penelitian ini bertujuan untuk mengumpulkan bukti empiris mengenai pengaruh variabel CARTER secara parsial dan simultan terhadap kepuasan nasabah pada BPRS Bhakti Sumekar Cabang Tlanakan. Metode yang digunakan dalam penelitian ini adalah Analisis Regresi Linier Berganda. Hasil penelitian yang diperoleh menunjukkan bahwa kualitas pelayanan compliance memperoleh nilai sig 0,013, assurance 0,34, reliability 0,010, tangible 0,49, empathy 0,001, dan responsiveness 0,07 secara parsial berpengaruh signifikan terhadap kepuasan nasabah. Kualitas pelayanan compliance, assurance, reliability, tangible, e

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Tuan, Nguyen Anh, and Nguyen Thi Vien Ly. "Factors affecting customers' satisfaction on service quality – the case of Duong Vy service trading limited company." Science & Technology Development Journal - Economics - Law and Management 4, no. 3 (2020): First. http://dx.doi.org/10.32508/stdjelm.v4i3.649.

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This study analyzes the factors affecting customer satisfaction about the service quality of businesses operating in the field of logistics, using the case study conducted at Duong Vy company. From the SERVQUAL model of Parasuraman, this study develops a model to measure the satisfaction of logistics service quality which consists of five factors, including (1) reliability, (2) responsiveness, (3) assurance, (4) empathy, and (5) tangibles. The study used quantitative methods (linear regression) to analyze data sets collected from 256 customers of Duong Vy to test the research hypotheses. The r

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Humphrey Ikenna, Madumere, Cletus I. Emeti, Agu Godswill Agu, and Nwaizugbo Ireneus Chukwud. "The role of service empathy and assurance in building customer loyalty in the Nigerian road transport industry." Quantitative Economics and Management Studies 2, no. 1 (2020): 1–12. http://dx.doi.org/10.35877/454ri.qems248.

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Basing on the RATER model of service quality, we explored the role service empathy and assurance in building road transport customers’ loyalty intention. Being a quantitative study, data from 318 valid responses, analyzed with simple regression analysis in SPSS 21.0, indicate that the two constructs – service empathy and service assurance are positive and significant predictors of customer loyalty. Further, with 82% and 78.8% variance explained for assurance and empathy respectively, results indicate that service assurance drives more customer loyalty than service empathy in the organized road

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Map, Jurnalmap, and Eskalinda ÔÇÄ. "KUALITAS PELAYANAN KESEHATAN DI PUSKESMAS ENOK TEMBILAHAN KABUPATEN INDRAGIRI HILIR." MAP (Jurnal Manajemen dan Administrasi Publik) 4, no. 1 (2021): 28–40. http://dx.doi.org/10.37504/map.v4i1.303.

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This study aims to describe the quality of health services in Enok Tembilahan Health Center. This research is a type of quantitative descriptive research, with dimensions of service quality according to Parasuraman, Zeithaml and Berry consisting of Tangibles (direct evidence), Reliability, Responsiveness (responsiveness), Assurance (assurance) and Empathy. The results of studies that have been conducted on service quality at Enok Tembilahan Health Center in health services, from the five dimensions namely Tangibles (direct evidence), Reliability, Responsiveness, Assurance and Empathy, the qual

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Tloim, Asniyati, and Yessi Benu. "The Comparison of Service Quality Between Alfamart and Indomaret Minimarket in Kupang City." Journal of Practical Management Studies 1, no. 2 (2023): 30–37. http://dx.doi.org/10.61106/jpms.v1i2.10.

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The research is entitled “The Difference of Service Quality Between Alfamart minimarket and Indomaret Minimarket in Kupang City”. The problem formulation in this research was whether there was difference of service quality reviewed from physical evidence(tangible), empathy, reliability, responsiveness, assurances between Alfamart and Indomaret minimarket in Kupang city. The aim of this research was to analyze the difference of Service Quality Between Alfamart minimarket and Indomaret Minimarket in Kupang city reviewed from service qualities aspect that were physical product, empaty, reliabilit

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Rossanty, Yossie, Muhammad Dharma Tuah Putra Nasution, and Irawan Irawan. "Determinants of Customer Service Quality on Hotel Guest Satisfaction in the Samosir Tourism Area with a Structural Equation Modeling Approach." Budapest International Research and Critics Institute (BIRCI-Journal): Humanities and Social Sciences 4, no. 1 (2021): 189–203. http://dx.doi.org/10.33258/birci.v4i1.1565.

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The purpose of this study is to test the determinants of service quality aspects of Reliability, Responsiveness, Assurance, Empathy and Tangibles on the satisfaction of hotel tourists in the Samosir area. This research test tool using the Structural Equation Modeling model. The results prove that the structural model Reliability to Costomer Satisfaction is significant, meaning that reliability has a significant effect on Costomer Satisfaction. Responsivenes structural model to Costomer Satisfaction is significant, meaning that responsiveness has a significant effect on Costomer Satisfaction. S

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Affiani, Musfarita. "Pengaruh Kualitas Pelayanan pada Kepuasan Peserta Pelatihan Dasar CPNS Kabupaten Tebo Provinsi Jambi." Eksis: Jurnal Ilmiah Ekonomi dan Bisnis 11, no. 1 (2020): 45. http://dx.doi.org/10.33087/eksis.v11i1.193.

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Service quality including reliability, responsiveness, assurance, empathy and tangibility had a positive and significant effect on the satisfaction of training participants for candidates for civil servants. Efforts to improve service quality can be improved through service provision by referring to the dimensions of reliability, responsiveness, assurance, empathy and tangible, where assurance and empathy can be used as efforts to improve the quality of services that are more optimal. Finance Keywords: Quality Services, Training Participants Satisfaction.

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Kurniawan, Ary. "PENGARUH KUALITAS PELAYANAN PADA KEPUTUSAN PEMBELIAN PADA PT. PRIMA FAJAR MANDIRI PADANG PANJANG." JURNAL PUNDI 5, no. 3 (2022): 361. http://dx.doi.org/10.31575/jp.v5i3.375.

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This study aims to find out the influence of service quality, namely: tangible (physical evidence), empathy (empathy), reliability (reliability), responsiveness (response) and assurance (assurance) on consumer decisions. Pt. Prima Fajar Mandiri Padang Panjang. Popuulasi in this study as many as 77 respondents, sampling was done using the total sampling method. Data collection techniques are done by questionnaire. Data analysis is conducted with multiple regression analyst techniques. The results showed that tangilble (physical evidence), empathy (empathy), reliability (reliability), responsive

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Wahyu Rofian Noor. "PENGARUH KUALITAS PELAYANAN APOTIK YANG TERDIRI DARI TANGIBLES, RELIABILITY, RESPONSIVENESS, ASSURANCE, EMPATHY TERHADAP KEPUASAN PASIEN PADA RSUD PANGERAN JAYA SUMITRA KOTABARU - KALIMANTAN SELATAN." KINDAI 17, no. 2 (2021): 260–70. http://dx.doi.org/10.35972/kindai.v17i2.654.

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ABSTRACT: Quality greatly affects patient satisfaction, where the patient will feel satisfied if the patient's perception of the quality of service is as expected by the patient. And will feel dissatisfied if the quality of service is not as expected. With the results of minimal service quality, of course, patient satisfaction is also not optimal. Therefore, this study aims to determine the effect of physical evidence (tangible), reliability (reliability), responsiveness (responsiveness), attention (empathy), and assurance (assurance) on patient satisfaction. The population in this study

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Maesaroh, Tri Shinta. "RELATIONSHIP OF SERVICE QUALITY DIMENSIONS WITH SERVICE SATISFACTION ANTENATAL CARE." Journal of Applied Health Management and Technology 2, no. 4 (2020): 128–36. http://dx.doi.org/10.31983/jahmt.v2i4.6464.

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According to data and health information from the Grobogan District Service, Puskesmas Godong II is one of the Puskesmas with the coverage of Antenatal Care lowest. In 2016 the coverage of K1 was 100%, K4 was 94.42% and in 2017 KI was 100%, K4 was 93.37%. The gap that occurs between K1 and K4 is due to patients feeling dissatisfied with the services provided so that patients do not make repeat visits and have an impact on the decline of in coverage Antenatal Care. The purpose of this study to determine the relationship of the dimensions of quality of service reliability (reliability), responsi

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Trintinaglia, Vanessa, Andrea Wander Bonamigo, and Marcelo Schenk de Azambuja. "Primary Health Care Quality." International Journal for Innovation Education and Research 10, no. 3 (2022): 224–38. http://dx.doi.org/10.31686/ijier.vol10.iss3.3684.

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This study aims to analyze the dimensions of the Service Quality Scale (SERVQUAL) and its relationship with the essential attributes of Primary Care. This is a qualitative research with elderly people living in eight cities in ‘Serra Gaúcha’ region, in Southern Brazil, with Family Health Teams and Primary Care Teams. Semi-structured interviews were conducted and the responses of each dimension were analyzed, relating them to the essential attributes of Primary Health Care. First contact accessible evidenced in the dimensions reliability, responsiveness, assurance, empathy and tangible. Continu

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Ursula, Ferrel Briliyant, and Mohammad Agung Saryatmo. "Pengaruh dari reliability, responsiveness, empathy, assurance, dan tangibility terhadap kepuasan pasien di rumah sakit RSUD K.R.M.T Wongsonegoro." Jurnal Manajemen Bisnis dan Kewirausahaan 8, no. 1 (2024): 138–49. http://dx.doi.org/10.24912/jmbk.v8i1.28407.

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This study aims to analyze the influence of the variables of service quality, namely reliability, responsiveness, empathy, assurance, and tangibility on patient satisfaction at RSUD K.R.M.T Wongsonegoro. This research is descriptive with a cross-sectional approach, using a total of 180 patients at RSUD K.R.M.T Wongsonegoro. In this study, data analysis was conducted using the Partial Least Square-Structural Equation Modeling (PLS-SEM) method. Based on the research findings, it was found that each dimension of service quality, namely reliability, responsiveness, empathy, assurance, and tangibil

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., Fadhullah, Darwin Sitompul, and Isfenti Sadalia. "Analysis of Students' and Parents' Satisfaction through Service Quality at Al-Amjad Islamic School Medan." International Journal of Research and Review 8, no. 5 (2021): 231–37. http://dx.doi.org/10.52403/ijrr.20210531.

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Education is an important aspect of life. The more developed the world and the increasing population causes an increasing number of educational institutions, both formal and non-formal sectors. Parents are also increasingly selective in choosing the right education for their children. The growth of educational institutions are also affecting each of institution to planning and implementing a perfect formula in order to make them better than competitors or in other words called as competitive advantages for having satisfaction that were dreamed of customers. The purpose of this research is to f

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Ardiani, Diaz, Noor Suroija, and Eva Purnamasari. "The influence of Service Quality on Customer Satisfaction at Workshop PT Wahana Sun Motor Branch Puri Anjasmoro." JOBS (Jurnal Of Business Studies) 6, no. 2 (2021): 159. http://dx.doi.org/10.32497/jobs.v6i2.2542.

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<em>This study aimed to determine the influence of service quality on customer satisfaction at workshop PT Wahana Sun Motor Branch Office Puri Anjasmoro. This research used the dimensions of service quality, namely : tangible, reliability, responsiveness, assurance, and empathy to customer satisfaction. Data analysis that used were instrument test, classical assumption test, multiple linear regression analysis, and hypothesis test. The sample that used in this study were 100 respondents that choosen using probability sampling method. Hypothesis test result indicate that tangible, reliabi

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Prabowo, Heri, and Puji Lestari. "PENGARUH DIMENSI KUALITAS PELAYANAN TERHADAP KEPUASAN PASIEN PUSKESMAS TUNTANG KABUPATEN SEMARANG." BBM (Buletin Bisnis & Manajemen) 5, no. 1 (2019): 68. https://doi.org/10.47686/bbm.v5i1.259.

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The study was done to determine the affect of reliability, responsiveness,assurance, empathy and tangibles either individually or together towards patientsatisfaction. The data that obtained to be processed using descriptive analysis andquantitative statistical analysis. Quantitative analysis used regression analysis to knowthe affect of variable independent towards variable dependent, but before theregression is done, formerly mentioned do the validity test and reliability test alsosettlement test. The result of regression analysis indicate that reliability, responsiveness,assurance, empathy

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Djusar, Syahtriatna, Muhamad Sadar, and Elvira Asril. "Analisa Kualitas Layanan Sistem Smart Unilak Menggunakan Servqual Method." Digital Zone: Jurnal Teknologi Informasi dan Komunikasi 11, no. 2 (2020): 278–90. http://dx.doi.org/10.31849/digitalzone.v11i2.5331.

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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 sesu

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Hidayanti, Ahlul Trina, and Jati Handayani. "ANALISIS PENGARUH DIMENSI KUALITAS LAYANAN CUSTOMER SERVICE TERHADAP KEPUASAN NASABAH TABUNGAN PRESMA PADA PD BANK PERKREDITAN RAKYAT BLORA (Studi Kasus Pada PD Bank Perkreditan Rakyat Blora)." KEUNIS 7, no. 2 (2019): 40. http://dx.doi.org/10.32497/keunis.v7i2.1584.

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<em>This study aims to determine the quality factors of Customer Service consists of tangible, reliability, responsiveness, assurance, and empathy toward customer satisfaction PD Bank Perkreditan Rakyat Blora The population are all customers from Tabungan Prema, they are 100 respondent. Testing method of data that used in this study was to test the validity, reliability test, normality test, multicoloniarity test, heteroskesdastisitas test, test analysis linear multiple, F test, t test, and the coefficient of determination (R2 ). wich shows the can used to measure customer satisfaction.

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Gunawan, Edwin, Gabriel Octavianus Sebastian, and Agung Harianto. "ANALISA PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN PELANGGAN MENGINAP DI EMPAT VIRTUAL HOTEL OPERATOR DI SURABAYA." Journal of Indonesian Tourism, Hospitality and Recreation 2, no. 2 (2019): 145–53. http://dx.doi.org/10.17509/jithor.v2i2.20981.

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ABSTRAKPenelitian ini dilakukan untuk menganalisis pengaruh kualitas layanan melalui variabel tangible, reliability, responsiveness, assurance dan empathy terhadap kepuasan konsumen yang menginap di Virtual Hotel Operator di Surabaya. Jenis penelitian ini adalah penelitian kausal kuantitatif menggunakan teknik analisa deskriptif dan regresi linier berganda. Hasil penelitian menunjukan bahwa kelima variabel secara simultan memiliki pengaruh yang positif dan signifikan terhadap kepuasan konsumen tetapi secara parsial, hanya variabel tangible, assurance dan empathy yang berpengaruh positif dan si

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Dedi Supriadi and Leo Alexander Tambunan, S.E,M.M. "PENGARUH LAYANAN APOTIK TERHADAP KEPUASAN PASIEN PADA RUMAH SAKIT X GADING SERPONG TANGERANG." Jurnal Ilmu Manajemen, Ekonomi dan Kewirausahaan 2, no. 2 (2022): 268–77. http://dx.doi.org/10.55606/jimek.v2i2.250.

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Quality greatly affects patient satisfaction, where the patient will feel satisfied if the patient's perception of the quality of service is as expected by the patient. And will feel dissatisfied if the quality of service is not as expected. With the results of minimal service quality, of course, patient satisfaction is also not optimal. Therefore, this study aims to determine the effect of physical evidence (tangible), reliability (reliability), responsiveness (responsiveness), attention (empathy), and assurance (assurance) on patient satisfaction. The population in this study were all

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Edy Anas Ahmadi. "Analisis Pengaruh Kualitas Layanan Terhadap Kepuasan Konsumen Pada Depot Aidrat Sunan Drajat Paciran Lamongan." Journal of Trends Economics and Accounting Research 3, no. 3 (2023): 211–19. http://dx.doi.org/10.47065/jtear.v3i3.560.

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This research was conducted to see and determine the effect of service quality on customer satisfaction at refill drinking water depots in Aidrat (Air Asli Sunan Drajat) Lamongan, there are several factors that consumers can consider in assessing a service provided by the company, according to Zeithaml, Berry and Parasuraman (1985) quoted in Tjiptono (2000: 27-28) succeeded in identifying five dimensions of service quality, namely tangibles, reliability, responsiveness, assurance, and empathy. Based on the results of the analysis that has been carried out on the effect of service quality (tang

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Syahrial, Hendry, and M. Rizan. "Pengaruh Tangible, Empathy Dan Assurance Terhadap Keputusan Pembelian Pada PT. Raden Auto Jakarta." Manajerial 9, no. 1 (2017): 41. http://dx.doi.org/10.31479/m.v9i1.20.

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<p align="justify">The objectives of this study were determining the effect of tangibles, empathy, and assurance on the decision to buy at PT Raden auto, Jakarta. This study uses a quantitative approach to data collection techniques using questionnaires. The populations used in this study are the consumer at PT. Raden Auto Jakarta, while the sample using purposive sampling technique, which determines the sample by chance, in order to obtain the total sample of 100 people. The results showed that the tangibles, empathy, and assurance were predicted by decision to buy. In other words, lear

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Pertiwi, Ajeng Rachma, and M. Khoiru Rusydi. "Pengaruh Kualitas Pelayanan Account Representative (Ar) Terhadap Kepuasan Dan Kepatuhan Wajib Pajak Badan (Studi Pada Perusahaan Makanan Di Kota Malang)." AKRUAL: Jurnal Akuntansi 4, no. 2 (2013): 119. http://dx.doi.org/10.26740/jaj.v4n2.p119-138.

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AbstractThe objective of this research is to know influence between account representative quality service as an evidence of administration modernization of taxation with the taxpayer satisfaction and the taxpayer compliance. Quality of service was measured based on tangibles, reliability, responsivness, assurance, and empathy responder. Method applied for data analysis used multiple regression analysis. Analysis result of regression model I indicated tangibles, reliability, responsivness, assurance, and empathy variables had no a significant influence to satisfaction of taxpayer. While partia

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Pangastuti, Sinta Septi, Tri Murniati, Alhassan Sessay, and Heri Kuswanto. "Partial Least Square Analysis for University Student Satisfaction." Proceeding International Conference on Science and Engineering 3 (April 30, 2020): 653–60. http://dx.doi.org/10.14421/icse.v3.581.

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A university needs to identify and analyse their students’ satisfaction to be able to compete with others. There are five dimensions to identify students’ satisfaction, such as reliability, assurance, empathy, responsiveness, and tangibles. Related to randomness of the data, primary data collected from stratified sampling tend to violate multivariate normality test. Therefore, partial least square (PLS) might be one alternative solution since it ignores multivariate normal and multicollinearity assumptions. As a result, tangible, assurance and empathy affect student satisfaction and student sa

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Amanda, Gloria, Sautman Sinaga, and Juaniva Sidharta. "THE INFLUENCE OF FEB UKI SERVICE QUALITY ON STUDENT SATISFACTION FEB UKI STUDENTS." Fundamental Management Journal 7, no. 1p (2022): 33–56. http://dx.doi.org/10.33541/fjm.v7i1p.3883.

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This study aims to analyze the effect of service quality consisting of tangible, reliability, responsiveness, assurance and empathy on student satisfaction. FEB is a service market. In this study, it is devoted to students from the 2016-2019 class. The respondents of this study were 89 students who were selected randomly (random sampling). The research instrument used was a questionnaire. Data from the completed questionnaire was then processed using multiple linear regression techniques and hypothesis testing. The results showed that the service quality variables consisting of tangible, relia

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Utari, Dian, and Nandiansi Rima Amanda. "PENGARUH KUALITAS PELAYANAN DAN HARGA TERHADAP KEPUASAN PELANGGAN PADA JASA TRANSPORTASI ONLINE MAXIM DI KOTA PALEMBANG." JEMBATAN (Jurnal Ekonomi, Manajemen, Bisnis, Auditing, dan Akuntansi) 6, no. 2 (2021): 121–27. http://dx.doi.org/10.54077/jembatan.v6i2.62.

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Seiring perkembangan jaman serta ilmu pengetahuan dan teknologi yang canggih, sarana transportasi dan komunikasipun semakin mudah sehingga membuat aktivitas manusia semakin cepat dan praktis salah satunya dengan munculnya penyedia jasa transportasi berbasis online. Rumusan masalah dalam penelitian ini adalah apakah kualitas pelayanan (tangibles, reliability, responsiveness, assurance, dan empathy) dan harga berpengaruh secara simultan dan parsial terhadap kepuasan pelanggan maxim?. Adapun tujuan dari penelitian ini adalah untuk mengetahui apakah kualitas pelayanan (tangibles, reliability, resp

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Tan, Lay Hong, Liem Gai Sin, Steven Sing, et al. "Riding the Wave of Satisfaction: Exploring Service Quality and Customer Satisfaction in Ride-Hailing Services." International Journal of Tourism & Hospitality in Asia Pasific 8, no. 2 (2025): 293–313. https://doi.org/10.32535/ijthap.v8i2.4010.

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In Malaysia, ride-hailing services like Grab Car increasingly supplement public transport. This study examines how five service quality dimensions—tangibility, empathy, responsiveness, reliability, and assurance—affect customer satisfaction. Using a quantitative method, data were collected via an online survey of 100 respondents and analyzed through regression analysis. The results show that perceived service reliability (β = 0.345, p < 0.001) and assurance (β = 0.439, p < 0.001) significantly and directly influence customer satisfaction, explaining 50.3% of the variance (R² = 0.503). Em

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Manggali, Galuh Putri, and Hary Sulaksono. "Pengaruh Dimensi Servqual Terhadap Loyalitas Tamu Bossotel Inn, Bangkok Dengan Kepuasan Sebagai Variabel Intervening." JMBI : Jurnal Manajemen Bisnis dan Informatika 2, no. 1 (2022): 30–53. http://dx.doi.org/10.31967/prodimanajemen.v2i1.543.

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This research aims to analyze servqual dimension that consisting of tangible, empathy, reliability, responsiveness, and assurance towards guest loyalty at Bossotel Inn, Bangkok, with satisfaction as an intervening variable. This research method uses quantitative descriptive research, data collection techniques using purposive sampling by distributing 100 questionnaires to the guest of Bossotel Inn, Bangkok, the analysis method used is path analysis using SPSS version 20 and the sobel test calculator to test hypotheses. The results of this research indicate that: 1) reliability and

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Zhang, Xinyu, Jianping Ren, Liqi Sun, and Chaojie Liu. "Perceived Quality of Traditional Chinese Medicine Care in Community Health Services: A Cross-Sectional Survey in Hangzhou of China." Evidence-Based Complementary and Alternative Medicine 2022 (July 11, 2022): 1–10. http://dx.doi.org/10.1155/2022/7512581.

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Background. Traditional Chinese medicine (TCM) is an integral part of the mainstream health care system in China. Public community health services are required by the government to deliver TCM services. This study aimed to assess patient perceived quality of TCM care in community health services. Methods. A cross-sectional questionnaire survey was conducted on 471 TCM users in four community health centers in Hangzhou. Respondents were asked to rate their experiences on a Likert scale about tangibility, reliability, responsiveness, assurance and empathy of the TCM services they received. Linea

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Musfarita Affiani. "Analisis Kualitas Pelayanan Penyelenggara Pelatihan Dasar (LatSar) CPNS di BPSDM Provinsi Jambi Tahun 2019." Jurnal Prajaiswara 1, no. 2 (2022): 124–41. http://dx.doi.org/10.55351/prajaiswara.v1i2.12.

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The background of the research is ineffectiveness of a training that resulted in the low satisfaction of the training participants. Service quality including reliability, responsiveness, assurance, empathy and tangibility. Efforts to improve service quality can be improved through service provision by referring to the dimensions of reliability, responsiveness, assurance, empathy and tangible, where assurance and empathy can be used as efforts to improve the quality of services that are more optimal Finance. The aim of the research is to analyze level of training management servqual. The analys

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Yuliana, Eka, and Muchammad Agung Miftahudin. "PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN KONSUMEN KOPERASI KARYAWAN SEJAHTERA UNIVERSITAS MUHAMMADIYAH PURWOKERTO." Media Ekonomi 15, no. 1 (2015): 49. http://dx.doi.org/10.30595/medek.v15i1.1288.

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This research aimed analyze the independent variable effect (tangibles, reliability, responsiveness, assurance, and empathy) towards the dependent variable (consumers satisfactory) in Koperasi Karyawan Sejahtera University of Muhammadiyah Purwokerto. In this research, the researcher did the sampling by distributing questionnaire. The total of sample was 120 respondents. The analysis don was by double regression analysis. The t test showed that the independent variable of tangibles, reliability, responsiveness, assurance, and empathy affected partially towards the dependent variable

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Noerchoidah, Noerchoidah. "PENGARUH KUALITAS PELAYANAN JASA TERHADAP KEPUASAN PELANGGAN (STUDI ORENZTAXI DI SURABAYA)." BISMA (Bisnis dan Manajemen) 9, no. 2 (2018): 80. http://dx.doi.org/10.26740/bisma.v9n2.p80-90.

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Purpose of this study for examine and analyze the influence of the quality of service that consists of physical evidence, reliability, responsiveness, assurance and empathy for customers satisfaction Orenztaxi. This study used a quantitative research using surveys and questionnaires to 100 Orenztaxi customers in Surabaya. The data analysis technique used in this study is multiple linear regression analysis. It was found that the variable quality of services consisting of physical evidence, reliability, responsiveness, assurance, and empathy simultaneously have an influence on customers satisfa

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Mahardin, Dinta. "The Influence Of Reverification Service Quality On Sellers Satisfaction In Lumajang Pasirian Traditional Market." PROCEEDING INTERNATIONAL CONFERENCE ON ECONOMICS, BUSINESS AND INFORMATION TECHNOLOGY (ICEBIT) 4 (July 12, 2023): 60–68. http://dx.doi.org/10.31967/prmandala.v4i0.730.

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This research aims to determine the influence of reverification service quality consisting of tangibles, reliability, responsiveness, assurance, and empathy on the seller satisfaction in Pasirian Traditional Market with a descriptive quantitative approach. The data used was obtained from 145 questionnaires distributed to sellers who use measuring instrument in their transactions. Previously, the questionnaire had been tested for validity and reliability. The data processing method uses multiple linear regression analysis by SPSS 25 analysis tool. The results show that partially only tangibles,

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Setiawan, Singgih, and Jilma Dewi Ayuningtyas. "THE INFLUENCE OF ACADEMIC SERVICE QUALITY ON STUDENT SATISFACTION AT PUSMANU PEKALONGAN POLYTECHNIC." Applied Accounting and Management Review (AAMAR) 1, no. 2 (2023): 18. http://dx.doi.org/10.32497/aamar.v1i2.4172.

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This study aims to examine the effect of Physical Evidence (X1), Reliability (X2), Responsiveness (X3), Assurance (X4) and Empathy (X5), on Student Satisfaction (Y). To test these variables, the researcher chose the campus as the research object. The research was conducted by distributing questionnaires to 100 students of the Pusmanu Pekalongan Polytechnic. The research sample was taken using the Stratified Random Sampling technique. The results showed that Physical Evidence (X1), Reliability (X2), Responsiveness (X3), Assurance (X4) and Empathy (X5) had a significant positive effect on Studen

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Ading Rahman Sukmara, Dian Nugraha, and Ferey Herman. "Pengaruh Komponen Kualitas Pelayanan Terhadap Kepuasan Debitur Produk Kur." Jurnal Manajemen dan Ekonomi Kreatif 2, no. 4 (2024): 165–76. https://doi.org/10.59024/jumek.v2i4.574.

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The problems faced in this study include (1) How does the service quality component influence in terms of direct evidence (tangibles) on the satisfaction of KUR product debtors at PT Bank BNI (TBK) KC Bandung? (2) How does the service quality component influence in terms of reliability on the satisfaction of KUR product debtors at PT Bank BNI (TBK) KC Bandung? (3) How does the service quality component influence in terms of responsiveness on the satisfaction of KUR product debtors at PT Bank BNI (TBK) KC Bandung? (4) How does the service quality component influence in terms of assurance on the

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Wisudawati, Tri, and Wahyu Adhi Saputro. "PENGUKURAN TINGKAT KEPUASAN KONSUMEN TERHADAP KUALITAS PELAYANAN ETHIKOPIA COFFEE DI KABUPATEN SLEMAN." JURNAL REKAYASA SISTEM INDUSTRI 5, no. 2 (2020): 97. http://dx.doi.org/10.33884/jrsi.v5i2.1831.

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The coffe shop is not just a place to drink coffe but is a lifestyle. Coffee had a positive development trend in accordance with the habits of many people to drink coffee. One of the cafes that is currently popular in Sleman Regency is Ethikopia Coffee. Ethikopia Coffe visitors are satisfied to enjoy coffe products. This study aims to determine the final level of and italic statisfaction using servqual and in terms of five aspects namely tangibility, reliability, responsiveness, assurance and empathy. This study used 30 samples with method a accidental sampling. Servqual score shows the averag

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Septarini, Agnes Dini, Aji Tuhagana, and Flora Patricia Anggela. "Analisis kualitas pelayanan pada PT Perusahaan Gas Negara tbk, area Karawang." Fair Value: Jurnal Ilmiah Akuntansi dan Keuangan 5, no. 5 (2022): 2127–35. http://dx.doi.org/10.32670/fairvalue.v5i5.2722.

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The purpose of this study is to conduct an investigation into the level of service provided by PT. Perusahaan Gas Negara Tbk in the Karawang Area. Participants in this study include both employees and customers. This study employs qualitative research methods that are descriptive. Research focuses on five aspects of Prasuraman's theory: responsiveness (responsiveness), assurance (assurance), tangibility (physical), empathy (empathy), and reliability (reliability). These five aspects are listed as follows: responsiveness, assurance, tangible (physical), empathy (empathy), and reliability (relia

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Hafizh Fadhilah, Muhammad, Hartoyo ., and Lilik Noor Yuliati. "Quality of Service, Customer Satisfaction and Loyalty to The Bicycle Repair Shop Honda Motorcycles." International Journal of Research and Review 9, no. 7 (2022): 91–106. http://dx.doi.org/10.52403/ijrr.20220711.

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PT Astra Honda Motor is the company that owns the official ATPM (Sole Agent of Brand Holder) Honda motorcycles in Indonesia which was established in 1971. In addition to selling Honda motorcycles, PT Astra Honda Motor also has AHASS (Astra Honda Authorized Service Station) as the official Honda motorcycle workshop in Indonesia to carry out maintenance and repair of Honda motorcycles. The objectives of this study are (1) Identifying the quality of service, satisfaction and loyalty of AHASS workshop customers; (2) Analyze the effect of service quality on customer satisfaction and loyalty of AHAS

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SRIANING, NYOMAN, I. NYOMAN SUKA SANJAYA, and I. GEDE MADE SUBAGIANA. "ANALISIS TINGKAT KEPUASAN MASYARAKAT TERHADAP PELAYANAN PADA KANTOR IMIGRASI KELAS I KHUSUS TPI NGURAH RAI." GANEC SWARA 18, no. 3 (2024): 1249. http://dx.doi.org/10.35327/gara.v18i3.929.

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This research was conducted to analyze the level of public satisfaction with services at the TPI Ngurah Rai Special Class I Immigration Office, which was motivated by the high number of complaints and requests for information as well as the lowest rating from Google reviews among other immigration offices in Bali. The results of previous research show varying results regarding the influence of tangible, reliability, responsiveness, assurance and empathy aspects on community satisfaction. The aim of this research is to determine the effect of service quality using ServQual (tangible, reliabilit

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Abdu, Siprianus, and Fitriyanti Patarru'. "Analisis Kualitas Pelayanan Rawat Inap Dengan Menggunakan Pendekatan Metode Servqual." Jurnal Keperawatan Florence Nightingale 6, no. 2 (2023): 52–58. http://dx.doi.org/10.52774/jkfn.v6i2.117.

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Pelayanan rawat inap merupakan pelayanan terhadap pasien yang masuk rumah sakit yang menempati tempat tidur perawatan untuk keperluan observasi, diagnosa, terapi, rehabilitasi medik dan pelayanan medik lainnya. Pasien atau keluarga memiliki ekspektasi untuk mendapatkan pelayanan berkualitas ketika diopname. Penelitian ini bertujuan menganalisis dimensi kualitas pelayanan dan besarnya pemenuhan ekspektasi pasien oleh rumah sakit. Jenis penelitian adalah kuantitatif observasional analitik. Rancangan penelitian yang digunakan comparative yaitu membandingkan ekspektasi dan kenyataan kualitas pelay

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Muhammad Anas. "Customer Satisfaction in the Hotel Industry: A Case Study from Makassar City." Journal of Economic Education and Entrepreneurship Studies 5, no. 1 (2024): 135–50. http://dx.doi.org/10.26858/je3s.v5i1.3265.

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This study analyzes the impact of service quality on customer satisfaction at Hotel Pantai Gapura Makassar. Five dimensions of service quality were examined: reliability, responsiveness, assurance, empathy, and tangibles. The research was conducted from June to August 2023 with 680 respondents selected through accidental sampling. The analysis method used was multiple regression with validity, reliability, and classical assumption tests. Results show that responsiveness, empathy, and tangibles have a significant positive effect on visitor satisfaction, while reliability and assurance do not ha

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Arifa, Nurdhina, and Muhammad Sholahuddin. "Consumer’s Perceptions of Service Quality in Surakarta’s Bus Terminal during New Normal Era." Journal of Business and Management Studies 4, no. 4 (2022): 120–32. http://dx.doi.org/10.32996/jbms.2022.4.4.12.

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The bus terminal plays an important role in community activities and is a node of the transportation network. In the new normal era, people really need public transportation with good service quality and safe from being exposed to Covid-19. The quality of service can be seen from the consumer's perception of the service. This study evaluates the effect of tangible, reliability, responsiveness, assurance, and empathy dimensions on consumer perceptions of the new normal era at the bus station in Surakarta (Central Java, Indonesia) using a google form questionnaire. The questionnaire contains 20

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Albar, A. "The Effect of Service Quality on Customer Satisfaction: Case Study from PT. PLN (Persero) Baras District, North Mamuju Regency." Golden Ratio of Data in Summary 4, no. 2 (2024): 372–77. http://dx.doi.org/10.52970/grdis.v4i2.580.

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This study uses questionnaires, interviews, observations, and document reviews to align the respondents' answers with the actual situation to ensure the accuracy of the data obtained. The results will be presented in percentage figures and frequency distribution tables. The analysis reveals that all dimensions of service quality—physical evidence, reliability, responsiveness, assurance, and empathy—are significantly related to customer satisfaction at Perusahaan Listrik Negara (PLN) in Baras District, North Mamuju Regency. Specifically, each dimension, including tangible evidence, empathy, rel

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Setiawan, Budi, and Ferawati . "Pengaruh Jaminan, Empati Dan Kehandalan Terhadap Kepuasan Pelanggan Pada KPR Bank BJB Cabang Bogor." Jurnal Ilmiah Manajemen Kesatuan 6, no. 1 (2018): 025–32. http://dx.doi.org/10.37641/jimkes.v6i1.33.

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This research is purposed to obtain and analyze the description of assurance, empathy and reliability implemented by the employees of KPR Bank BJB Bogor and how they partially and simultaneously affecting the customers satisfaction. This study is based on the assosiative analysis technique, where the populations are the customers of KPR Bank BJB Bogor office. The Slovin technique is used to obtain 10% sample size error of 99.33 or 100 people. To further analyze the data, descriptive and multiple linear analyses are applied.The survey result revealed that the assurance, empathy and reliability

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Al-Gasawneh, Jassim Ahmad, Marhana Mohamed Anuar, Ala'eddin Ahmad, Qais Hammouri, Nawras M. Nusairat, and Heba Khataybeh. "THE IMPLICATIONS OF SERVICE QUALITY FOR HOTELS MARKET SHARE: MANAGERS’ PERSPECTIVE." Journal of Southwest Jiaotong University 57, no. 6 (2022): 1132–42. http://dx.doi.org/10.35741/issn.0258-2724.57.6.99.

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This study aims to investigate the impact of service quality dimensions (tangibility, reliability, responsiveness, assurance, empathy) on the market share of Jordanian hotels. The sample of this study comprised general managers of Jordanian hotels. A total of 162 respondents were surveyed via a self-administered survey. Partial least squares structural equation modeling using Smart PLS 3.3.9 software was used to analyze the data. The study findings indicated that dimensions (tangibility, reliability, responsiveness, assurance, empathy) impacted the market share of Jordanian hotels. This study

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Opele, A. M., O. J. Afolabi, and H. O. Adetayo. "Service quality and preference for Mobile Telecommunic- ations Service providers among students of Tertiary Institutions in Lagos State." Nigerian Journal of Technology 39, no. 2 (2020): 484–92. http://dx.doi.org/10.4314/njt.v39i2.18.

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The study examined the influence of service quality on preference for mobile telecommunication (GSM) service providers among students of tertiary institutions in Lagos State. Specifically, the study determined the influence of service assurance on preference for GSM service provider and assessed the influence of service empathy on preference for GSM service providers among students of tertiary institutions in Lagos State. Findings from the study revealed that service assurance positively and significantly influenced preference for mobile telecommunication (GSM) service providers among students

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Terre, Vanessa E., and Arthur B. Almario. "SERVICE QUALITY AND CUSTOMER SATISFACTION OF AFTER-SALES SERVICE OF A CAR DEALER IN SAN PABLO CITY." Business and Economics in Developing Countries 2, no. 1 (2024): 29–35. https://doi.org/10.26480//bedc.01.2024.29.35.

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The purpose of this study is to examine the relationship between service quality and customer satisfaction with after-sales service of a car dealer in San Pablo City. The dimensions of SERVQUAL, such as tangibility, reliability, responsiveness, assurance, and empathy, were analyzed simultaneously to customer satisfaction. This study employed a descriptive and explanatory design, complemented by a quantitative approach. The study utilized an adopted survey questionnaire, and the survey was conducted on 302 customers, utilizing a convenience sampling approach. The data gathered were analyzed thr

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