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Journal articles on the topic 'Tangible service'

Author: Grafiati

Published: 28 May 2022

Last updated: 31 July 2025

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1

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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Bambauer-Sachse, Silke, and Landisoa Eunorphie Rabeson. "Service recovery for moderate and high involvement services." Journal of Services Marketing 29, no. 5 (2015): 331–43. http://dx.doi.org/10.1108/jsm-05-2014-0155.

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Purpose – The purpose of this study is to determine which level of tangible compensation for a service failure leads to high levels of customer satisfaction for moderate- versus high-involvement services as well as for different conditions of responsibility for the failure and failure severity. Design/methodology/approach – The study is based on a 4 (tangible compensation: gift, discount, credit for future consumption, refund) × 2 (responsibility for the failure: restaurant vs customer) × 2 (failure severity: low vs high) × 2 (involvement: moderate vs high) design using scenarios in a restaura

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Siriprasoet, Jakkapat, Nitipol Phutachote, and Pensri Jaroenwanit. "EXPECTATIONS OF SERVICE RECIPIENTS TOWARD THE SERVICE OF UDON THANI HOSPITAL." International Journal of Entrepreneurship and Management Practices 2, no. 7 (2019): 13–18. http://dx.doi.org/10.35631/ijemp.27002.

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The results showed that most respondents were female. They are between the ages of 41-50 years old and have a bachelor's degree or higher. Have average income between 10,001-20,000 baht engaged in agricultural work and live in the district of Udon Thani. Analyzes of expectations before services and service satisfaction of service recipients toward the service of Udon Thani hospital. (Service Quality) It was found that the service recipients had significantly different expectations and service satisfaction number 3sides. Service Receiver has expectations in most assurance, followed by empathy a

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‎, Alexsander, Dodo Sutardi, Ida Serehasian, et al. "Linking Service Quality to Inpatients Satisfaction: Using Lisrel for Modeling Public Health Service." KnE Social Sciences 10, no. 4 (2025): 226–44. https://doi.org/10.18502/kss.v10i4.18038.

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Service delivery practices and patient satisfaction are the key issues in government owned hospital health services. This article explores the determinants of health service quality and their influence on inpatient satisfaction. The theoretical framework tested is how service quality factors, namely: tangible, reliable, responsive, assurance, and empathy affect patient satisfaction factors which comprises environment, facilities, doctor and nurse services, and time care. The research design is based on a survey method and inferential statistics. Data were collected from 250 inpatients of Rumah

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Banwet, Devinder K., and Biplab Datta. "Effect of Service Quality on Post–Visit Intentions: The Case of a Computer Centre." Vikalpa: The Journal for Decision Makers 25, no. 3 (2000): 49–56. http://dx.doi.org/10.1177/0256090920000306.

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This paper investigates the quality of services offered to students in an institutional computer centre and measures tangible and intangible aspects of service quality, consumer satisfac tion, and Post–Visit intentions. The effect of service quality on post-visit intentions has been examined in a causal–path framework. The study indicates that service performance gen erally lags behind user's expectations. Im provement in the quality of services increases the level of satisfaction of the user. Tangible aspects of service performance have a stronger direct effect on post–visit intentions than i

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Yost, Michael, and Stephen L. Tucker. "Tangible Evidence in Marketing a Service." Journal of Marketing for Higher Education 6, no. 1 (1995): 47–68. http://dx.doi.org/10.1300/j050v06n01_04.

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Tho’in, Muhammad. "Pengaruh Faktor-faktor Kualitas Jasa terhadap Kepuasan Nasabah di Baitul Mal Wat Tamwil (BMT) Tekun Karanggede Boyolali." Muqtasid: Jurnal Ekonomi dan Perbankan Syariah 2, no. 1 (2011): 73. http://dx.doi.org/10.18326/muqtasid.v2i1.73-89.

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This study aims to determine (1) Is there a significant effect of service quality that consists of tangible, reliability, responsiveness, assurance, and empathy towards customer satisfaction.2 ) Factors of service quality dimensions of the most dominant. The results showed that: (1) There is a significant influence of the quality of service which consists of tangible, reliability, responsiveness, assurance, and empathy towards customer satisfaction. This is evident from the results of regression analysis is to obtain the value Fhitung > Ftabel (30,744 > 2,45) on a significance level of 5

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Adinovi, Rolly, and Rinto Alexandro. "Pengaruh Kualitas Pelayanan Kesehatan terhadap Kepuasan Pasien Penerima Bantuan Iuran di Puskesmas Pahandut Kota Palangka Raya." Jurnal Riset Inspirasi Manajemen dan Kewirausahaan 5, no. 2 (2021): 40–48. http://dx.doi.org/10.35130/jrimk.v5i2.148.

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The purpose of this study is to analyze the significance of the effect of service quality dimensions including reliability, responsiveness, assurance, empathy, tangibles to the level of poor people's health insurance patient satisfaction in Public Health Center of Pahandut Palangkaraya City. Based on the analysis of overall service gap dimensions, the fit between the services provided by health centers in the hope of Palangkaraya Pahandut community insurence patients there is a gap / level of satisfaction (- 10:54), these scores were categorized in groups, although not yet fully meet the expec

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Anwar, Muhammad, Sayekti Suindyah Dwiningwarni, and Martha Laila Arisandra. "PENGARUH INOVASI ORGANISASI TERHADAP KUALITAS JASA PELAYANAN PELABUHAN." eBA Journal: Journal Economics, Bussines and Accounting 5, no. 2 (2019): 42–53. http://dx.doi.org/10.32492/eba.v5i2.844.

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The purpose of this study was to analyze research (tangible, reliability, responsiveness, assurance and emphy) on service quality, using the Innovative Internal Service Quality Model (IISQ). The research method used is a quantitative descriptive method using multiple linear regression analysis. The results showed tangible and tangible evidence of the quality of partial services. While the variable reliability, responsiveness, assurance, empathy affect positively on the quality of service is not significant. This means that businesses that involve activities / products actually produce quality

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Anam, Chairil, Nurul Qomariah, and Rusdiyanto Rusdiyanto. "SERVICE QUALITY STUDY ON CUSTOMER SATISFACTION AT KSP ASRI BONDOWOSO." Dynamic Management Journal 8, no. 3 (2024): 674. http://dx.doi.org/10.31000/dmj.v8i3.12022.

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This research aims to determine the influence of service quality, namely tangible (physical evidence service), reliability (reliability service), responsiveness (response service), assurance (guarantee service) and empathy (empathetic service) on KSP Asri Bondowoso customer satisfaction. This type of research is quantitative causality research. The population in this study were all KSP Asri Bondowoso customers with a sample of 90 saving customers. Sampling was carried out using non-probability techniques. Data collection techniques were carried out using questionnaires. Data analysis was carri

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Portana, Joepet G. "Service Quality Analysis of Technical Education and Skills Development Authority (TESDA) Training Centers in Nueva Ecija Province." International Journal of Advanced Engineering, Management and Science 10, no. 7 (2024): 39–44. https://doi.org/10.22161/ijaems.107.8.

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Using the SERVQUAL model, this study analyzed the service quality provided by TESDA Training Centers in Nueva Ecija, Philippines. The research aimed to define service quality through five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. The study revealed that there is a strong positive perception among respondents regarding various service dimensions of the SERVQUAL model. Participants expressed high satisfaction with the tangible services, reliability, responsiveness, professionalism, and empathy demonstrated by the staff of the training centers. Overall, the findi

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Schönsleben, Paul. "Tangible services and intangible products in industrial product service systems." Procedia CIRP 83 (2019): 28–31. http://dx.doi.org/10.1016/j.procir.2019.02.144.

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Prihandoyo, C., N. Indriastuty, A. Hermawansyah, and S. C. Noviyanti. "Passenger satisfaction: The role of service quality in SAMS Sepinggan Airport Balikpapan." BIS Economics and Business 1 (October 20, 2024): V124002. https://doi.org/10.31603/biseb.44.

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This study purposes to invest the relationship between the quality of Customer Service (CS) services at Sultan Aji Muhammad Sulaiman Airport (SAMS) Sepinggan Balikpapan and the level of passenger satisfaction is using Multiple Linear Regression with the using of SPSS statistical analysis software version 26. The results of the analysis showed that the value of the constant coefficient was 2.401, with tangible having a coefficient value of 0.239, Reliability of 0.222, responsiveness of 0.165, assurance of 0.141, and empathy of 0.164. These values indicate that the provision of quality CS servic

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Faizah, Siti Nur, and Jihad Lukis Panjawa. "Pengaruh Kualitas Pelayanan Terhadap Kepuasan Peserta Bpjs Kesehatan Kc Magelang." Jurnal Ekonomi Pembangunan 9, no. 3 (2020): 145–53. http://dx.doi.org/10.23960/jep.v9i3.128.

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Service delivery carried out by service personnel must refer to the main objective of service, namely customer satisfaction. This research analyzes the effect of service quality on the satisfaction of BPJS Kesehatan KC. Using quantitative research methods and primary data using sampling techniques using the Slovin formula using 100 respondents from a total of 1027437 BPJS Kesehatan participants. By using variables tangible, reliability, responsiveness, assurance, and empathy are used to measure the satisfaction of participant services. The results of this study R square (coefficient of determi

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Irliham, Irliham, Tasnim Tasnim, and La Ode Saafi. "Analysis of the Relationship between Tangible and Reliability with Patient Satisfaction in Level III Hospital Pharmacy Installations in Southeast Sulawesi." Waluya The International Science of Health Journal 2, no. 4 (2023): 221–25. http://dx.doi.org/10.54883/wish.v2i4.559.

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Backgrounds: Hospital Pharmaceutical Services are an inseparable part of the Hospital health service system which is oriented towards patient service, providing quality and affordable Pharmaceutical Preparations, Medical Devices and Consumable Medical Materials for all levels of society, including clinical pharmacy services. The results of the survey conducted in June 2021, the average tangible value was (6.70%), while the reliability value was (46.83%). The aim of this research is to analyze the relationship between Tangible and Reliability and Patient Satisfaction in Level III Hospital Pharm

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Firdaus, Nurmaliatul, Aditiawarman Aditiawarman, and Dwi Izzati Budiono. "THE QUALITY OF ANTENATAL CARE BASED ON INDEX SATISFACTION OF PREGNANT WOMEN." Indonesian Midwifery and Health Sciences Journal 5, no. 1 (2021): 62. http://dx.doi.org/10.20473/imhsj.v5i1.2021.62-72.

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AbstractBackground: Quality antenatal care in the MCH program is considered to be one of the effective efforts to reduce maternal and child morbidity and mortality. An indicator of the success of ANC services can be seen from the output produced, namely in the form of K4 coverage. According to Kotler there are 5 (five) determinants of service quality that can be used as a basis for assessing the level of customer satisfaction with the quality of service received including Tangibles, Reliability, Responsiveness, Assurance and Empathy. Method: This research method is quantitative descriptive wit

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Truong, Khanh Tan. "Analysis of Factors Affecting the Demand for Package Logistics Services for the Export Process of Fruit Products in Can Tho." 15TH GLOBAL CONFERENCE ON BUSINESS AND SOCIAL SCIENCES ON 14 - 15 SEPTEMBER 2023, NOVOTEL BANGKOK PLATINUM PRATUNAM, THAILAND 15, no. 1 (2023): 69. http://dx.doi.org/10.35609/gcbssproceeding.2023.1(69).

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This study was conducted to determine the factors affecting the choice of using a package logistics service for the fruit export process in Can Tho. A research model has been proposed with variables including Safety, Price, Tangible Assets, Responsiveness Ability, Customer Service, and Referrals through a third party (Intermediaries). A survey was conducted and a questionnaire was developed. Survey subjects are logistics service providers, people working in the field of logistics, students, postgraduate students in the logistics industry, fruit distributors in Can Tho, and fruit wholesalers/re

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Kurniawan, Irvan Arif. "KUALITAS PELAYANAN IZIN MENDIRIKAN BANGUNAN (IMB) PADA BADAN PELAYANAN PERIZINAN TERPADU (BPPT) KOTA BANDUNG." JURNAL ILMIAH ILMU ADMINISTRASI 9, no. 1 (2019): 75–92. http://dx.doi.org/10.33592/jiia.v9i1.768.

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The Bandung City Integrated Licensing Service Agency (BPPT) is an institution that provides one-stop licensing services, especially building construction permit (IMB) services in Bandung City. IMB services at BPPT City Bandung are carried out in an integrated manner by involving related agencies. IMB services in the city of Bandung are the services most proposed by the public. Therefore, in its implementation, it is necessary to pay attention to the quality of service. The quality of public services can be seen from the five dimensions of SERVQUAL (Service Quality), namely the tangible dimensi

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Syofian, Syofian. "ANALISIS FAKTOR-FAKTOR YANG MEMPENGARUHI KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PT. PELINDO II CABANG BENGKULU." Creative Research Management Journal 1, no. 1 (2018): 1. http://dx.doi.org/10.32663/crmj.v1i1.618.

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This research was conducted to find out and measure the variable quality of service (tangible, reliability, responsiveness, assurance, emphaty) significantly influence customer satisfaction PT. Pelindo II Cab. Bengkulu. The method of data collection is carried out by observation and questionnaire methods. The results showed the dimensions of Tangible service quality (X1), Reability (X2), Responsiveness (X3), Assurance (X4) and Emphaty (X5), together had a positive effect. Regression equation Y = 4.721 + 0.207 X1 + 0.222 X2 + 0.182 X3 + 0.350 X4 - 0.394 X5. F test amounted to 27,221 while F tab

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Lee, Changhyeon, and Yong-Moo Kwon. "Social Media based Collaborative Tangible Sports Service." Proceedings of the Asia-Pacific Advanced Network 32 (December 13, 2011): 164. http://dx.doi.org/10.7125/apan.32.20.

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Dinda Izzah Khalida. "The The Relationship of Service Quality with Visitor Satisfactions At The Permanent Exhibition of The Indonesian National Gallery Collection." International Journal of Islamic Education, Research and Multiculturalism (IJIERM) 4, no. 1 (2022): 40–53. http://dx.doi.org/10.47006/ijierm.v4i1.147.

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This study discusses service quality in terms of the five dimensions of service quality tangible, reliability, responsiveness, assurance, and empathy at the permanent exhibition of the Indonesian National Gallery collection with visitor satisfaction during the Covid-19 pandemic. The method used in this study is a quantitative method with descriptive statistical analysis and correlation analysis. This study aims to determine the relationship between service quality in terms of tangibles, reliability,responsiveness,assuranceandempathywithvisitor satisfaction at the National Gallery of Indonesia.

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Sugiarto, Sigit, and Vivi Octaviana. "Service Quality (SERVQUAL) Dimensions on Customer Satisfaction: Empirical Evidence from Bank Study." Golden Ratio of Marketing and Applied Psychology of Business 1, no. 2 (2021): 93–106. http://dx.doi.org/10.52970/grmapb.v1i2.103.

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This study aims to determine how much influence service quality dimensions have on customers' satisfaction who use BRI services. The model used in this study is observation, interviews, questionnaires, and literature study using a Likert scale. The method of determining the sample used is 96 respondents. The analytical method used is the multi-linear regression method. The results of this study indicate that all variables are simultaneously serviced quality dimensions consisting of Tangible (X1), Reliability (X2), Responsiveness (X3), Assurance (X4), and Empathy (X5) together have a positive i

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Oktaviani, Amna Amelia, Siti Nur Barokah, and Sri Marhaeni Salsiyah. "THE INFLUENCE OF SERVICE QUALITY ON CUSTOMER’S SATISFACTION AT PT. SINAR MUTIARA CAKRABUANA." JOBS (Jurnal Of Business Studies) 4, no. 2 (2019): 135. http://dx.doi.org/10.32497/jobs.v4i2.1495.

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<p><em>The purpose of this research was to determine and analyze the influence of services quality: tangible (X1), reliability (X2), responsiveness (X3), assurance (X4), and empathy (X5) on customer’s satisfaction (Y) at PT. Sinar Mutiara Cakrabuana. The collecting data methods used in this research were questionnaires, interview and literature review. The scale of questionnaires used agree-disagree scale with 10 point scale and the respondents in this research were 90 samples. The sampling technique used is purposive sampling. The data analysis technique used was multiple linear r

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KHAIRANI, ZULIA. "Upaya Mengelola Kepuasan Nasabah Melalui Dimensi Kualitas Pelayanan (Studi Kasus Pada Nasabah Bank Tabungan Negara Cabang Pekanbaru)." Jurnal Daya Saing 3, no. 1 (2017): 31–35. http://dx.doi.org/10.35446/dayasaing.v3i1.78.

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Service quality is very important in the banking business. In addition to offering a wide range of products, improvements in terms of information technology, physical services, and non-physical services intended to improve the quality of service. To measure the level of satisfaction is necessary to know the extent to which the quality of services provided are able to create customer satisfaction. This study aims to analized how much influence the quality of service to customer satisfaction BTN Bank Branch Pekanbaru. After learning literature review, an understanding of the influence of the phy

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Gurning, Maylar, and Yopi Duwith. "The Relationship of Nursing Services to the Level of Patient Satisfaction: Literature Review." Indonesian Journal of Health Services 1, no. 4 (2025): 92–96. https://doi.org/10.63202/ijhs.v1i4.47.

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Patient satisfaction is an indicator of the quality of the services we provide and patient satisfaction is an asset to get more patients or loyal patients. Patient satisfaction occurs when you can fulfill the patient's needs, desires, expectations. The quality of nursing services itself is seen from patient satisfaction with the services provided, satisfied or dissatisfied. Service quality is a concept of measuring service quality which consists of five dimensions, namely reliability (rehability), responsiveness (responsiveness), confidence or assurance (assurance), attention (empathy), and ph

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Kayeser Fatima, Johra, and Mohammed Abdur Razzaque. "Service quality and satisfaction in the banking sector." International Journal of Quality & Reliability Management 31, no. 4 (2014): 367–79. http://dx.doi.org/10.1108/ijqrm-02-2013-0031.

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Purpose – The aims of this paper are to examine the antecedent and mediation effects of core, relational and tangible service quality on rapport and customers' overall satisfaction. Design/methodology/approach – A survey has been conducted on 212 bank customers to validate the conceptual model. Structural equation modeling is used by AMOS for data analysis. Findings – Results show that relational service qualities have significant antecedent and mediation impact on the rapport-satisfaction relationship. Core quality has only antecedent influence on rapport, whereas none of the relationships is

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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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Fatima, Johra Kayeser, Rita di Mascio, Raechel Johns, and Ali Quazi. "Mediation effects of service features on rapport–dependency link in emerging market." Journal of Service Theory and Practice 29, no. 5/6 (2019): 639–60. http://dx.doi.org/10.1108/jstp-11-2018-0250.

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Purpose The purpose of this paper is to explore the mediation impacts of core, relational and tangible service-quality features on the relationship between customer–frontline employee rapport and customer dependency in an emerging market context. The study examines the moderating effects of relationship age and frequency of customers’ physical visits. Design/methodology/approach Partial least squares-based structural equation modelling was used to analyse data from a survey of 290 financial services customers in Dhaka, Bangladesh using the convenience sampling technique. Findings Results show

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Widagdo, Herry, and Faradila Meirisa. "ANALISIS KEPUASAN KONSUMEN TERHADAP JASA TRANSPORTASI BRT TRANS MUSI KOTA PALEMBANG." Jurnal Keuangan dan Bisnis 16, no. 2 (2021): 1–29. http://dx.doi.org/10.32524/jkb.v16i2.6.

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This research has a purpose to analyze consumer satisfaction of BRT Trans Musi transportation service users in Palembang City. Consumer satisfaction was measured through the quality of services provided by BRT Trans Musi consisting of tangible, empaty, responsiveness, reliability and assurance. This type of research is quantitative descriptive research with data collection through questionnaires distributed to BRT Trans Musi transportation service users. The sampling technique was carried out used purposive sampling with a total samples of 200 respondents using the BRT Trans Musi Palembang tra

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Putra, I. Made Endra Lesmana, and Gede Agus Dian Maha Yoga. "Analisis Tingkat Kepuasan Masyarakat terhadap Penerapan Blue Sistem pada Pelayanan Pengujian Kendaraan Bermotor di Kota Denpasar." Widya Manajemen 4, no. 1 (2022): 34–46. http://dx.doi.org/10.32795/widyamanajemen.v4i1.2157.

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This study was conducted with the aim of evaluating the level of public satisfaction with the implementation of the vehicle test book public service by obtaining Evidence of Passing the Electronic Test as a substitute for the vehicle test book at the motor vehicle testing, Denpasar City transportation service. There are two variables used, namely the level of conformity of service expectations and the level of conformity of service performance. The servqual dimension used to assess customer satisfaction consists of tangible (tangible), reliability (reliability), responsiveness (responsiveness)

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Aprianti, Resa, Dewi Maharani, and Nyoman Sutama. "PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PADA PT. PLN (PERSERO) (Studi Pada Unit Pelaksana Pelayanan Pelanggan Sumbawa Besar)." Jurnal Ekonomi & Bisnis 10, no. 2 (2022): 216–28. http://dx.doi.org/10.58406/jeb.v10i2.967.

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This study aims to determine the effect of service quality, including reliability (X1), responsiveness (X2), assurance (X3), empathy (X4), and tangible (X5) on customer satisfaction using the services of PT. PLN (Persero) Customer Service Implementation Unit (UP3) Sumbawa Besar. This research is associative research. The type of data used is quantitative data obtained from primary sources. The population in this study were all customers of PT. PLN (Persero) Customer Service Implementation Unit (UP3) Sumbawa Besar, amounting to 926,350 people, while determining the number of samples using the S

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Noor, Any, and Wiwin Karwina. "KUALITAS PELAYANAN MUSEUM GEOLOGI BANDUNG: SUATU STUDI MENGENAI PERSEPSI WISATAWAN DOMESTIK." Journal : Tourism and Hospitality Essentials Journal 1, no. 1 (2016): 45. http://dx.doi.org/10.17509/thej.v1i1.1880.

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Geological Museum, Bandung is an educational and historical tourist attraction that mostly visited by student. As tourist attraction, Geological Museum should deliver good services in order to satisfy tourists. In order to understand the tourist perception about service quality in Geological Museum, this study aim to explore the tourist perception about service quality delivered at Geological Museum. Five dimensions of service quality which are reliability, responsiveness, empathy, assurance and tangible were asked to 127 respondents through questionnaire at Geological Museum, Bandung. Finding

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Ekawati, Dian. "”PENGARUH KUALITAS LAYANAN AKADEMIK TERHADAP KEPUASAN MAHASISWA DI STIK IMMANUEL BANDUNG”." Jurnal Ilmu Kesehatan Immanuel 12, no. 2 (2019): 67. http://dx.doi.org/10.36051/jiki.v12i2.74.

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The purpose of this study was to determine the effect of service quality consisting of: tangible evidence, reliability, responsiveness, assurance and empathy on student satisfaction at STIK Immanuel Bandung, and to find out Which service quality variable has the dominant influence on student satisfaction at STIK Immanuel Bandung. This is very important considering the quality of higher education education services often gets the spotlight and criticism from various parties because it is considered to have poor performance. This study is a causal study, namely research that seeks to find a caus

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Islam, Muh Syaiful, Nasir Hamzah, and Amir Mahmud. "Pengaruh Kualitas Layanan Terhadap Kepuasan dan Loyalitas Nasabah Pada PT Bank Negara Indonesia (Persero) Tbk Unit Siwa Kabupaten Wajo." Tata Kelola 7, no. 2 (2020): 163–78. http://dx.doi.org/10.52103/tatakelola.v7i2.153.

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Tujuan penelitian ini adalah untuk menganalisis pengaruh kualitas layanan melalui (Tangible, Reliability, Responsiveness, assurance, Emphaty) terhadap kepuasan nasabah. Untuk menganalisis pengaruh layanan melalui Tangible, Reliability, Responsiveness, assurance, Emphaty) terhadap loyalitas nasabah. Untuk menganalisis pengaruh kepuasan nasabah terhadap loyalitas. Untuk menganalisis kualitas layanan (Tangible, Reliability, Responsiveness, assurance, Emphaty) melalui kepuasan nasabah pada PT Bank Negara Indonesia (Persero), Tbk Unit Siwa Kabupaten Wajo. Untuk mengimplemasikan tujuan tersebut maka

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Islam, Muh Syaiful, Nasir Hamzah, and Amir Mahmud. "Pengaruh Kualitas Layanan Terhadap Kepuasan dan Loyalitas Nasabah Pada PT Bank Negara Indonesia (Persero) Tbk Unit Siwa Kabupaten Wajo." Tata Kelola 11, no. 2 (2024): 71–87. http://dx.doi.org/10.52103/jtk.v11i2.153.

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Tujuan penelitian ini adalah untuk menganalisis pengaruh kualitas layanan melalui (Tangible, Reliability, Responsiveness, assurance, Emphaty) terhadap kepuasan nasabah. Untuk menganalisis pengaruh layanan melalui Tangible, Reliability, Responsiveness, assurance, Emphaty) terhadap loyalitas nasabah. Untuk menganalisis pengaruh kepuasan nasabah terhadap loyalitas. Untuk menganalisis kualitas layanan (Tangible, Reliability, Responsiveness, assurance, Emphaty) melalui kepuasan nasabah pada PT Bank Negara Indonesia (Persero), Tbk Unit Siwa Kabupaten Wajo. Untuk mengimplemasikan tujuan tersebut maka

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Rachman, Aditya Fadhli, and Nuryuliani Nuryuliani. "Analisis Tingkat Kepuasan Karyawan terhadap Aplikasi Service Desk menggunakan Metode Fuzzy Service Quality." Jurnal Bina Komputer 4, no. 1 (2022): 23–32. http://dx.doi.org/10.33557/jbkom.v4i1.1455.

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Saat ini perkembangan teknologi informasi semakin pesat, menuntut organisasi untuk terus berinovasi sehingga dapat memaksimalkan kualitas pelayanan. Oleh karena itu, diperlukan adanya pengukuran tingkat kualitas pelayanan untuk mengetahui kinerja pelayanan yang diberikan dengan menentukan kesenjangan antara harapan dengan persepsi pengguna terhadap suatu pelayanan yang diterimanya. Tujuan dari penelitian ini adalah untuk mengetahui tingkat kualitas pelayanan pengguna aplikasi service desk berdasarkan bukti langsung (tangible), kehandalan (reliability), daya tanggap (responsiveness), jaminan (a

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Shofa Lucyana, Fadhillah, Fiki Azkiya, Tazqiyatas Safira, Siti Khumayah, and Khaerudin Imawan. "Public Service Transformation : Improving the Service Quality of Regional Public Companies." Jurnal Syntax Transformation 5, no. 6 (2024): 869–81. http://dx.doi.org/10.46799/jst.v5i6.962.

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This research was conducted because there was a decrease in the number of customers of the Tirta Giri Nata Drinking Water Regional Public Company in Cirebon City during the 2021-2023 period. This research uses a qualitative method by collecting data through interviews, observation and documentation. This research uses public service theory which focuses on the five main service quality dimensions related to customer service by public water companies: Tangibles, responsiveness, reliability, assurance and empathy. This study uses an interactive model data analysis procedure, which begins with da

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Darojat, Hanif Afadil. "Analysis of service quality at Mitra Utama shipping company." Digital Business Tren Bisnis Masa Depan 14, no. 1 (2023): 24–31. http://dx.doi.org/10.59651/digital.v14i1.54.

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This research takes the title "Analysis of Service Quality in Major Partners Expeditionary Service Companies". The purpose of this study was to determine the level of consumer expectations regarding the service quality of the Main Partner Expedition Service Company and the performance of service quality felt by consumers after receiving the services of the Main Partner Expedition Service Company. The population in this study were all consumers of the Main Partner Expedition Service Company. The samples taken in this study are some of the customers who represent all customers of the Main Partne

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Macedo, Maria Erilucia Cruz. "Academic Quality Dimensions and its influence on Students’ Satisfaction." Journal of Humanities and Education Development 4, no. 3 (2022): 20–37. http://dx.doi.org/10.22161/jhed.4.3.4.

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Today in many industries service quality is widely used in different sectors. Every sector whether services sector or manufacturing can apply and implement five dimensions of service quality. The purpose of this study is to reveal the impact of service quality on student’s satisfaction in education sectors. The findings of the study will show impact of different service quality dimensions on students’ satisfaction in a private university. This study is useful to see the significance of service quality to satisfy students. SERVQUAL model of service quality provided by (Parasuraman, et al., 1988

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Macedo, Maria Erilucia Cruz. "Academic Quality Dimensions and its influence on Students’ Satisfaction." Journal of Humanities and Education Development 4, no. 3 (2022): 20–37. http://dx.doi.org/10.22161/jhed.4.3.04.

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Today in many industries service quality is widely used in different sectors. Every sector whether services sector or manufacturing can apply and implement five dimensions of service quality. The purpose of this study is to reveal the impact of service quality on student’s satisfaction in education sectors. The findings of the study will show impact of different service quality dimensions on students’ satisfaction in a private university. This study is useful to see the significance of service quality to satisfy students. SERVQUAL model of service quality provided by (Parasuraman, et al., 1988

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Iswanto, Ary Putra, Mariana Diah Puspitasari, Nanda Ahda Imron, Windi Nopriyanto, Safrudin Kurniawan, and Artika Dewi Nur Anisha. "Analisis Perbandingan Kualitas Pelayanan Jasa Ekspedisi KALOG, Herona Express, dan LNP di Stasiun Purwokerto." Jurnal Teknik Industri Terintegrasi 7, no. 1 (2024): 119–29. http://dx.doi.org/10.31004/jutin.v7i1.22516.

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The volume of BHP courier transportation in Indonesia in 2021 increased by 265% from 2017. The purpose of this study was to determine the difference in the quality of services provided to users of BHP courier transportation services between KALOG, Herona Express, and LNP expedition services at Purwokerto Station. The sample used in this study are 100 respondents with purposive sampling technique sampling. The attributes used as a reference are the five dimensions of service quality, which were Tangibles, Reliability, Responsiveness, Assurance, and Empathy. This study used a descriptive analysi

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Anda, Asmal Randi, Muh Najib Hussain, and Jopang Jopang. "Penerapan Fungsi Manajemen Pemerintahan dalam Pelayanan Publik di Kantor Dinas Kependudukan dan Pencatatan Sipil Kabupaten Wakatobi." NeoRespublica : Jurnal Ilmu Pemerintahan 1, no. 2 (2020): 150. http://dx.doi.org/10.52423/neores.v1i2.10423.

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This study aims to analyse and describe the application of government management functions in realizing quality public services in the Civil Registry Service Office of Wakatobi Regency. Using the type of qualitative research that intends to understand the phenomena about what is experienced by research subjects such as behaviour, perception, motivation, and action. Data collection techniques used are observation, interviews and documentation. The results of the study can be described that the application of management functions in public service in the the Civil Registry Service Office of Waka

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Mukhlis, Mukhlis, and Nova Tri Romadloni. "ANALYSIS OF SERVICE QUALITY ASSESSING CUSTOMER SATISFACTION WITH THE MAXIM APPLICATION THROUGH SERVICE QUALITY." Journal of Data Analytics, Information, and Computer Science 1, no. 1 (2024): 25–33. http://dx.doi.org/10.59407/jdaics.v1i1.423.

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Technological advancement has impacted every facet of human existence, including transportation. The internet plays a major role in people's daily lives these days. This study aims to investigate the effects of service quality principles on user satisfaction through empirical testing. Utilizing SPSS 23, data from surveys given to Maxim users will serve as a data source for testing the hypothesis. The partial analysis results back up the problem formulation by showing that the variables Emphaty (X4), Reliable (X1), Responsiveness (X2), Assurances (X3), and Tangible (X5) all have a small but pos

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Imam, Mashur, and Abdullah. "Service Quality dalam Membangun Competitive Advantage di Pondok Pesantren Nurul Jadid." Nusantara Journal of Islamic Studies 3, no. 2 (2022): 167–86. http://dx.doi.org/10.54471/njis.2022.3.2.167-186.

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This study describes service quality in building a competitive advantage in Nurul Jadid Islamic Boarding School. This research uses a qualitative case study approach. The data is obtained from observations and interviews. The resource persons in this study were seven people and consisted of the head of the Nurul Jadid Islamic boarding school, the head of the bureau leadership, bureau staff, students, guardians of students, alumni and the community around the Nurul Jadid Islamic boarding school. The data analysis uses Miilles and Hubberman's data reduction, data display and data verification. T

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Ugolini, Marta. "Can quality become tangible for health service users?" TQM Journal 21, no. 4 (2009): 400–412. http://dx.doi.org/10.1108/17542730910965092.

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Wakefield, Kirk L., and Jeffrey G. Blodgett. "Customer response to intangible and tangible service factors." Psychology and Marketing 16, no. 1 (1999): 51–68. http://dx.doi.org/10.1002/(sici)1520-6793(199901)16:1<51::aid-mar4>3.0.co;2-0.

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Nurrahman, Fausi, Abadi Sanosra, and Ahmad Izzudin. "Kualitas Layanan terhadap Kepuasan Pelanggan." BUDGETING : Journal of Business, Management and Accounting 3, no. 2 (2022): 322–37. http://dx.doi.org/10.31539/budgeting.v3i2.3953.

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This study aims to examine and analyze the effect of service quality (tangible, reliability, responsiveness, assurance, and empathy) on customer satisfaction at the Hans Sukowono Workshop, where the Hans Sukowono Workshop is experiencing fluctuations in the number of visitors in 2020. This research method is a research study. quantitative descriptive. The population in this study are consumers or customers of the Hans Sukowono Workshop. The sample used is 100 respondents. The analysis tool uses multiple linear regression. The results showed, the results of the t test showed that, a) the tangib

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Cundara, Nandar, Herman, and Rizki Prakasa Hasibuan. "Improving The Quality of Service to Students at Ibnu Sina University." Journal of Scientific Research, Education, and Technology (JSRET) 3, no. 4 (2024): 1274–84. https://doi.org/10.58526/jsret.v3i4.501.

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This research data was conducted to determine the quality of teaching and learning process services currently available and to improve the quality of Teaching and Learning Process services at Ibnu Sina University by distributing questionnaires to Ibnu Sina University students totaling 267 respondents. The research variables created in the questionnaire refer to 5 dimensions of service, namely Tangible, Reliability, Responsiveness, Assurance, Emphaty. From the measurement results using the Servqual method, from all dimensions of service quality, students still feel dissatisfied because the gap

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Ayuwandani, Yoshinta, Henrycus Winarto, and Bambang Budiarto. "PENGARUH DIMENSI SERVICE QUALITY (TANGIBLE, RELIABILITY, ASSURANCE, RESPONSIVENESS DAN EMPHATY) PADA CUSTOMER SERVICE BANK BCA KCU DARMO SURABAYA TERHADAP PERSEPSI." Jurnal Ekonomi dan Bisnis 25, no. 1 (2021): 19–24. http://dx.doi.org/10.24123/jeb.v25i1.4767.

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Penelitian ini membahas tentang Pengaruh Dimensi Service Quality (Tangible, Reliability, Assurance, Responsiveness dan Emphaty) Pada Customer Service Bank BCA KCU Darmo Surabaya Terhadap Persepsi Nasabah Tahun 2019. Adakah pengaruh dimensi SERVQUAL pada Customer Service bank BCA KCU Darmo Surabaya terhadap persepsi nasabah. Data yang digunakan dalam penelitian ini diperoleh dari hasil kuesioner yang telah dibagikan kepada nasabah bank BCA KCU Darmo Surabaya. Metode yang digunakan dalam penelitian ini adalah metode kuantitatif. Probability sampling adalah teknik pengambilan sampel yang memberik

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Amalia, Nurul Fitri, and Eva Zuraidah. "Analisa Kualitas Layanan Web Pendaftaran Online Pada MI Satria Menggunakan Metode Servqual." Resolusi : Rekayasa Teknik Informatika dan Informasi 2, no. 6 (2022): 274–82. http://dx.doi.org/10.30865/resolusi.v2i6.420.

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The problem raised in this study is whether the use of online new student admission information systems at MI SATRIA DKI Jakarta has an effect on user satisfaction. PPDB Online is still poorly understood by prospective students because of the complicated registration system process and the lack of knowledge in the IT field for prospective students who want to register. The problems that arise because of concerns about the difficulty of registering are aimed at knowing and analyzing the effect of service quality consisting of reliability, responsiveness, assurance, empathy, and tangible variabl

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