Persepsi Masyarakat terhadap Kualitas Pelayanan di Terminal Arjosari Kota Malang

Maskan, Mohammad; Utaminingsih, Alifiulahtin; Soepeno, Bambang

doi:10.21070/jbmp.v1i1.245

Cited by 6 publications

(3 citation statements)

References 1 publication

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“…It cannot meet every user expectation. The research results of positive appreciation from users is in accordance with the results from Iseki & Taylor [16], Handriyati, Sunaryo, & Helia [8], Sedayu [18] and Witjaksono, Suyatno, & Soeparno [10]., but is different to Maskan, Utaminingsih, & Soepeno [7] and Dana, Nane, Belete, Ergado, & Labiso [9] which analyzed negative appreciation. The conformity of the research results is due to this research and other previous studies having implemented Service Standards and Quality.…”

Section: Results and Discusionsupporting

confidence: 81%

Does Standardized Service Quality Matter for Bus Terminal?

Riyardi¹,

Kusdiyanto²,

Triyono³

et al. 2020

Proceedings of the 2nd International Conference of Business, Accounting and Economics, ICBAE 2020, 5 - 6 August 2020, Purwoker

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Assuming the importance of road transport system to strengthen economy, the purpose of this study is developing the concept of Standardized Service Quality, measuring bus terminal performance and measuring the bus terminal willingness to pay and demand. The research methods are conversion from Service Standard to Service Quality, measuring bus terminal performance from the importance and satisfaction perceptions and measuring willingness to pay and demand of 300 Tirtonadi bus terminal users. The results show that the concept of Standardized Service Quality exists. User appreciate positively all of terminal attributes but need improvement of some of them. Another result is terminal user willingness to pay is dominated by low willingness to pay group and terminal user demand is dominated by the infrequent group. All of the results show that Standardized Service Quality for bus terminal matters but its improvement is needed so that terminal can attract higher level of users.

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Section: Results and Discusionsupporting

confidence: 81%

Does Standardized Service Quality Matter for Bus Terminal?

Riyardi¹,

Kusdiyanto²,

Triyono³

et al. 2020

Proceedings of the 2nd International Conference of Business, Accounting and Economics, ICBAE 2020, 5 - 6 August 2020, Purwoker

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“…The following traits of a high-quality product were identified by (Maskan et al, 2014) as indicators of product excellence: (1) Performance, or the salient characteristics of the obtained main product. (2).…”

Section: Product Advantagesmentioning

confidence: 99%

Effect of Service Quality and Excellence in Islamic Insurance Products on Community Preferences in Choosing an Islamic Insurance Company in Sikara Kara 1 Village, Natal Kab. Madina

Lestari,

Jannah,

Nasution

2024

IJFR

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In order to determine the influence of service quality and perfection in Islamic insurance products on preferences in choosing Islamic insurance firms in Sikara kara 1 village, Natal kab. Madina, this study uses a quantitative technique based on the theory of causal connection research. Likert-scale research questionnaires were distributed via Google Forms in order to gather data for the study. Among the data analysis and testing techniques used in research are determinant coefficient tests (R2), multiple linear regression analysis, significance tests, validity and reliability tests, and tests based on conventional assumptions. This study employed random sampling, meaning that samples from the population were randomly selected. The 1564 residents of the Sikara Kara 1 village community make up the study's population. Since more than a thousand people are in the study population, the researchers used the Slovin approach to choose a sample. At that point, there were 94 people in the sample. The findings demonstrated that community decisions are significantly impacted by service quality. With a t value of 1.696 greater than t table 1.661 with a significant value of 0.004 less than 0.05 and a t count of 4.629 greater than t table 1.661 with a significant value of 0.000 less than 0.05, the computations' results demonstrate that the product's second benefit significantly influences people's preferences. It is often recognized that people's preferences are favorably and considerably influenced by elements like perfection and quality of service while choosing an insurance company in Sikara Kara 1 Village, Natal Kab. Madina

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“…Berdasarkan beberapa kajian sebelumnya terkait kualitas pelayanan, hasil kajian Maskan et al (2014) menyatakan kualitas pelayanan pada masyarakat pengguna jasa Terminal Arjosari, Malang adalah cukup baik. Hasil kajian Silva et al (2015) pada Terminal Becora Dili, Timor Leste, dengan menggunakan analisa IPA menunjukkan 14 atribut pelayanan berada di kuadran I yang menjadi prioritas utama perbaikan, sedangkan pada analisa Quality Functional Deployment (QFD) dapat dilakukan untuk perbaikan atribut-atribut pelayanan tersebut.…”

Section: Pendahuluanunclassified

Kepuasan penumpang pada terminal bus di kawasan Pondok Cabe

Komarrudin,

Handayani,

Suryobuwono

et al. 2023

MBR

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Penelitian ini bertujuan untuk mengetahui pengaruh kualitas pelayanan dan aksesibilitas terminal terhadap kepuasan penumpang, pengaruh kualitas pelayanan, aksesibilitas terminal dan kepuasan penumpang terhadap loyalitas penumpang serta pengaruh tidak langsung kualitas pelayanan dan aksesibilitas terminal terhadap loyalitas penumpang melalui kepuasan penumpang pada terminal Pondok Cabe. Sampel penelitian ini sebanyak 200 responden yang merupakan pengguna jasa terminal Pondok Cabe. Teknik pengumpulan data menggunakan kuesioner online. Metode analisis data yang digunakan adalah analisis jalur serta uji sobel. Dari Penelitian ini dapat disimpulkan bahwa loyalitas penumpang dipengaruhi oleh kualitas pelayanan dan kepuasan penumpang sebagai variabel intervening dan tidak dipengaruhi oleh aksesiblitas terminal, pada hasil penelitian menunjukan bahwa kualitas pelayanan dan aksesibilitas terminal berpengaruh positif dan signifikan terhadap kepuasan penumpang serta kualitas pelayanan dan kepuasan penumpang berpengaruh positif dan signifikan terhadap loyalitas penumpang. Kepuasan pelanggan dapat memediasi pengaruh kualitas layanan dan aksesibilitas terminal terhadap loyalitas pelanggan.

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Persepsi Masyarakat terhadap Kualitas Pelayanan di Terminal Arjosari Kota Malang

Cited by 6 publications

References 1 publication

Does Standardized Service Quality Matter for Bus Terminal?

Does Standardized Service Quality Matter for Bus Terminal?

Effect of Service Quality and Excellence in Islamic Insurance Products on Community Preferences in Choosing an Islamic Insurance Company in Sikara Kara 1 Village, Natal Kab. Madina

Kepuasan penumpang pada terminal bus di kawasan Pondok Cabe

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