Kualitas Pelayanan Administrasi Akademik di Perguruan Tinggi (Studi pada Fakultas Ilmu Administrasi Universitas Brawijaya)

Anisah, Anisah; Haryono, Bambang Santoso; Mindarti, Lely Indah

doi:10.21776/ub.jiap.2020.006.02.7

Cited by 6 publications

(11 citation statements)

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“…Menurut Parasuraman & Berry dalam (Anisah et al, 2020) dalam indikator kualitas layanan adalah sebagai berikut : 1. Tangibles (bentuk fisik)…”

Section: B Indikator Kualitas Layananunclassified

Kepuasan Konsumen Jasa Tour And Travel CV. Alam Pratama : Ditinjau Dari Customer Experience Dan Kualitas Layanan

Fahimah,

Fahrudin

2023

J. Ilm. Ekon. Glob. Masa Kini

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The tourism sector has experienced significant changes after the COVID-19 pandemic. The pandemic has had a far-reaching impact on the tourism industry worldwide with travel restrictions, temporary closures of tourist destinations, and changes in consumer behavior. For almost 2 years, the number of visits has increased after it was declared that conditions were gradually returning to normal. This research aims to analyze the influence of customer experience and service quality on consumer satisfaction at travel agencies. CV. Alam Pratama is a company that provides tourism travel agency services, including open trips and tourist services to popular destinations. This research is included in the type of quantitative research. The sampling technique uses purposive sampling. The number of samples in this study was 100 respondents. The analysis technique uses multiple linear regression analysis. The results of the analysis show that partially, customer experience has a positive and significant influence on consumer satisfaction. Likewise, service quality also has a positive and significant influence on consumer satisfaction. Meanwhile, customer experience and service quality simultaneously influence consumer satisfaction at CV. Pratama Nature. Thus, this research emphasizes the importance of paying attention to customer experience and improving service quality in the tourism industry. These findings provide a better understanding of the factors that influence consumer satisfaction, which can help companies develop strategies to improve customer service and experience.

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“…Menurut Parasuraman & Berry dalam (Anisah et al, 2020) dalam indikator kualitas layanan adalah sebagai berikut : 1. Tangibles (bentuk fisik)…”

Section: B Indikator Kualitas Layananunclassified

Kepuasan Konsumen Jasa Tour And Travel CV. Alam Pratama : Ditinjau Dari Customer Experience Dan Kualitas Layanan

Fahimah,

Fahrudin

2023

J. Ilm. Ekon. Glob. Masa Kini

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“…Tangibles are visible elements in service that accurately reflect quality of service to be provided. This includes physical facilities, equipment, employees, and means of communication (Anisah et al, 2020;Chui et al, 2016;Hanaysha et al, 2011;Hazilah Abd Manaf et al, 2013;Mariana et al, 2020;Osman & Saputra, 2019). Reliability refers to the ability to promptly, accurately and satisfactorily fulfill promises made in the form of service performance (Anisah et al, 2020;Hanaysha et al, 2011;.Mariana et al, 2020;Osman & Saputra, 2019;Yousapronpaiboon, 2014).…”

Section: Service Quality In Higher Educationmentioning

confidence: 99%

“…This includes physical facilities, equipment, employees, and means of communication (Anisah et al, 2020;Chui et al, 2016;Hanaysha et al, 2011;Hazilah Abd Manaf et al, 2013;Mariana et al, 2020;Osman & Saputra, 2019). Reliability refers to the ability to promptly, accurately and satisfactorily fulfill promises made in the form of service performance (Anisah et al, 2020;Hanaysha et al, 2011;.Mariana et al, 2020;Osman & Saputra, 2019;Yousapronpaiboon, 2014). Responsiveness relates to the willingness of lecturers and educational staff to serve student effectively and satisfactorily.…”

Section: Service Quality In Higher Educationmentioning

confidence: 99%

Quality Improvement Strategies for State University-Public Sector Agency: Lessons from Student Satisfaction Study

Hadiwidjaja,

Suroso,

Siregar

et al. 2023

j. Organisasi dan manaj.

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Purpose – This study aimed to analyze the effect of service quality on student satisfaction as well as formulate quality improvement strategies for State University-Public Service Agency (SU-PSA) in Indonesia. Methodology – The respondents included 290 students from 17 SU-PSA, and the Structural Equation Modeling and Smart PLS were used to analyze data and calculate Community Satisfaction Index (CSI). Results – The results showed that three dimensions (tangibles, responsiveness, and empathy) had a significant effect on student satisfaction at SU-PSA, and two dimensions (reliability and assurance) had no significant impact. Furthermore, tangibles specifically exerted the most significant effect. These results contributed to SU-PSA management in quality improvement strategies and formulating policies for enhancing service completion time for student and addressing complaints, suggestions, and feedback. Improvement quality of educational staff regarding responsiveness and efficiency in serving student could be achieved through training, development, and public awareness efforts. Moreover, CSI provided by SU-PSA in Indonesia fell within the “Good” category. Originality – This study provided valuable insights for enhancing service quality of SU-PSA using the SERVQUAL method, while also accommodating the nine elements of CSI in the context of Higher Education.

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“…Loket untuk memberikan pelayanan pun selalu dalam kondisi yang nyaman dan aman sehingga masyarakat yang menggunakan jasa pelayanan tidak berdesak-desakan saat antri menunggu giliran. Anisah, Haryono, & Mindarti (2020), dalam penelitiannya, bahwa dosen dan mahasiwa merasa nyaman selama proses belajar mengajar berlangsung, karena sarana dan prasarana lengkap. Hadi (2018), mengungkapkan dalam penelitiannya, bahwa dengan kelengkapan peralatan dan perlengkapan termsuk konsisi fisik (kualitas) peralatan dan perlengkapan pelayanan publilk tersebut, masyarakat membutuhkan pelayanan merasa nyaman ketika memperoleh pelayanan.…”

Section: Hasil Dan Pembahasan Kualitas Pelayanan Publik E-ktp DI Dina...unclassified

“…Dengan adanya jaminan biaya dari pegawai pelayanan, maka pengguna layanan tidak perlu mengeluarkan uang lagi untuk mengurus keperluannya. Anisah, Haryono & Mindarti (2020), dalam penelitiannya mengungkapkan bahwa jaminan biaya yang dibebankan ada dasarnya, yaitu SK Rektor dan SK Dekan dan pembayaran semua urusan pelayanan ke rekening rektor melalui bank yang ditunjuk oleh pihak Universitas. Sedangkan jaminan legalitas dalam pelayanan yang diberikan di subbag akademik dalam melayani mahasiswa/ stakeholder seperti menerbitkan surat atau dokumen resmi meliputi; transkrip nilai, ijazah, Surat Keterangan Pendamping Ijazah (SKPI) dan sudah sesuai SOP, buku pedoman pendidikan, SK Dekan dan SK Rektor.…”

Section: Hasil Dan Pembahasan Kualitas Pelayanan Publik E-ktp DI Dina...unclassified

Analisis Kualitas Pelayanan Publik E-KTP di Dinas Kependudukan dan Pencatatan Sipil (DISDUKCAPIL) Kabupaten Gayo Lues

Duri

Harahap²,

Isnaini³

2022

JEHSS

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The purpose of this paper is to analyze the quality of public services and the two factors that hinder the E-KTP service at the Department of Population and Civil Registration of Gayo Lues Regency. The method used in this research is descriptive with qualitative research instruments with observations, documentation studies and interviews. While the data analysis used descriptive analysis. The results showed that the quality of E-KTP public services which refers to Zeithaml's theory of tangible dimensions (physical evidence/infrastructure), reliability (reliability), responsiveness (responsiveness), assurance (guarantee), empathy (empathy) shows, the quality of public services The e-KTP at the Population and Civil Registration Office of Gayo Lues Regency has been running but is still not good or still not optimal. The inhibiting factors for E-KTP public services at the Disdukcapil include inadequate human resources, limited financial resources, inadequate facilities and infrastructure, and lack of employee commitment. To improve the quality of public services, the E-KTP Disdukcapil must improve infrastructure, place employees according to competence, increase employee discipline, and in service there should be no discrimination and prioritize service users/community.

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Kualitas Pelayanan Administrasi Akademik di Perguruan Tinggi (Studi pada Fakultas Ilmu Administrasi Universitas Brawijaya)

Cited by 6 publications

References 0 publications

Kepuasan Konsumen Jasa Tour And Travel CV. Alam Pratama : Ditinjau Dari Customer Experience Dan Kualitas Layanan

Kepuasan Konsumen Jasa Tour And Travel CV. Alam Pratama : Ditinjau Dari Customer Experience Dan Kualitas Layanan

Quality Improvement Strategies for State University-Public Sector Agency: Lessons from Student Satisfaction Study

Analisis Kualitas Pelayanan Publik E-KTP di Dinas Kependudukan dan Pencatatan Sipil (DISDUKCAPIL) Kabupaten Gayo Lues

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