Pengaruh Kualitas Pelayanan Jasa Terhadap  Kepuasan Pelanggan (Studi Orenztaxi Di Surabaya)

Noerchoidah, Noerchoidah

doi:10.26740/bisma.v9n2.p80-90

Cited by 5 publications

(5 citation statements)

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“…Konsumen tidak hanya mengevaluasi dari hasil akhir jasa, tetapi juga dari proses bagaimana jasa itu disampaikan. Memperhatikan kualitas layanan merupakan suatu kewajiban yang harus dilaksanakan oleh perusahaan agar dapat mempertahankan posisinya dan tetap mendapat kepercayaan konsumen (Noerchoidah, 2018) Simmamora menyatakan kualitas sebuah layanan dapat disebut memuaskan apabila telah memenuhi yang diharapkan oleh pelanggan, jika kualitas layanan telah melampaui harapan pelanggan, maka kualitas layanan dapat dinyatakan memuaskan. Sebaliknya, jika kualitas layanan belum memenuhi yang diharapkan oleh harapan pelanggan, maka dinyatakan kurang memuaskan (Ramadhan & Iriani, 2021).…”

Section: B Kualitas Pelayananunclassified

Analisis Tingkat Kualitas Layanan E-Commerce XYZ Menggunakan Metode E-Service Quality

Sande

Samanhudi

2022

JUMINTEN

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E-Commerce XYZ merupakan e-commerce dengan reputasi brand yang baik. E-Commerce XYZ memungkinkan setiap individu untuk membuka, memperluas, dan menjalankan bisnis online mereka secara mudah dan terbebas dari biaya dan juga dapat memberikan pengalaman berbelanja yang lebih mudah. Meskipun e-commerce XYZ memiliki reputasi yang baik, masih terdapat keluhan yang menyatakan ketidakpuasannya terhadap kualitas layanan yang dirasakan, seperti pengiriman yang tidak melebihi estimasi, respon yang lambat, dan lain sebagainya. Tujuan dilakukannya penelitian ini yaitu untuk mengetahui tingkat kualitas layanan e-commerce XYZ berdasarkan rasa puas yang dirasakan oleh pengguna. Penelitian ini menggunakan metode E-Service Quality, yaitu dengan membandingkan antara persepsi pengguna dengan harapan pengguna. Berdasarkan hasil penelitian yang telah dilakukan, kualitas layanan yang diberikan e-commerce XYZ berdasarkan tujuh dimensi e-service quality memiliki gap negatif sebesar -0,58 dengan nilai persepsi yaitu 3,86 dan nilai harapan yaitu 4,44. Berdasarkan hasil tersebut, dapat disimpulkan bahwa kualitas layanan yang diberikan belum memenuhi apa yang diharapkan oleh pengguna dikarenakan nilai persepsi yang belum melebihi nilai harapan. Adapun dimensi e-service quality yang dapat diusulkan menjadi prioritas perbaikan untuk ditingkatkan yaitu dimensi kompensasi.

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Section: B Kualitas Pelayananunclassified

Analisis Tingkat Kualitas Layanan E-Commerce XYZ Menggunakan Metode E-Service Quality

Sande

Samanhudi

2022

JUMINTEN

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“…Merujuk pada jasa yang ditawarkan, dengan kualitas servis yang diekspektasikan oleh konsumen mampu menawarkan tingkat rasa puas pembeli yang menjanjikan. Konsumen tidak hanya memberi penilaian berdasarkan hasil yang diberikan, namun juga dari proses pemberian jasa terkait (Noerchoidah, 2017).…”

Section: Pendahuluanunclassified

“…Sedangkan Kualitas servis yang diinginkan oleh konsumen yakni mampu menawarkan tingkat rasa puas yang tinggi bagi konsumen sesuai dengan yang diperoleh. Konsumen tidak hanya memberi value dari hasil yang diperoleh namun juga dari proses pemberian produk tersebut (Noerchoidah, 2017).…”

Section: Tabel 7 Hasil Analisis Koefisienunclassified

Pengaruh Kualitas Pelayanan, Citra Merek, Dan Electronic Word Of Mouth (E-Wom) Terhadap Kepuasan Pelanggan Grab Food Di Bali Pada Masa Pandemi Covid-19

Pratama

Yulianthini

2021

BJM

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This study was proposed to investigate the effect of service quality, brand image, and electronic word of mouth (E-WOM) on customer satisfaction. ThIs study was using quantitative design which had causal characteristic. In this research, the subjects came from the Grab Food customers in Bali during the COVID-19 pandemic and the objects of the research were service quality, electronic word of mouth (W-WOM), brand image, and customer satisfaction. Questionnaire and document recording were used to gather the data and then analyzed through multiple linear regression analysis. The results portrayed that (1) service quality, brand image and electronic word of mouth (E-WOM) have a significant and positive influence toward Grab Food customer satisfaction (2) service quality has a significant and positive influence toward customer satisfaction, (3) brand image has a significant and positive influence toward customer satisfaction, and (4) electronic word of mouth (E-WOM) has a significant and positive influence toward customer satisfaction for Grab Food customers in Bali during the COVID-19 Pandemic.

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“…As a public service center, primary health care center should always appear with the priority of customer satisfaction. Management of patient satisfaction is an invaluable foundation for improving the quality of primary health care center [7], [6], [11].…”

Section: Sub Attribute Importance Valuementioning

confidence: 99%

“…Quality of service in service companies is very important for the customer. Customers not only judge from the results of services but also from the service-delivery process [7]. Puskesmas service is more likely to relation or relationship between service provider and consumer (patient).…”

Section: Introductionmentioning

confidence: 99%

The Importance of Attribute of Health Services for Primary Health Centre According to the Farmer in Simpang Empat District, Karo Regency

Aulia¹,

Ayu²,

Syahrial³

2018

Proceedings of the 2nd Public Health International Conference (PHICo 2017)

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The basic objective of restructuring Primary Health Service such as Puskesmas is to strengthen the function of public health efforts and individual health efforts, so that the community as the user of Puskesmas health services can make the Puskesmas as a place for health, not just facilities for the sick. Puskesmas must continue to fix themselves from the elements that are considered most important by the patient and his family. This is so that Puskesmas become health services that have a positive image in every society and ideal health services. The purpose of this study is to analyze the importance of the health service attributes of the Puskesmas and to see the comparative importance of the farmers. The method used is conjoint and descriptive quantitative. The result of the study shows that the highest attribute value of the health center by farmers is quality of services, after that is communication of health center and accessibility of health service of puskesmas. Meanwhile, the result of diagnosis is the last for farmers. It is suggested to Puskesmas to start to fix elements by improvement of quality, communication and accessibility, then explain the diagnosis correctly by competent human resources.

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Pengaruh Kualitas Pelayanan Jasa Terhadap Kepuasan Pelanggan (Studi Orenztaxi Di Surabaya)

Cited by 5 publications

References 0 publications

Analisis Tingkat Kualitas Layanan E-Commerce XYZ Menggunakan Metode E-Service Quality

Analisis Tingkat Kualitas Layanan E-Commerce XYZ Menggunakan Metode E-Service Quality

Pengaruh Kualitas Pelayanan, Citra Merek, Dan Electronic Word Of Mouth (E-Wom) Terhadap Kepuasan Pelanggan Grab Food Di Bali Pada Masa Pandemi Covid-19

The Importance of Attribute of Health Services for Primary Health Centre According to the Farmer in Simpang Empat District, Karo Regency

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