Analisa Kepuasan Konsumen Terhadap Kualitas Pelayanan Musik Studio dengan Metode Servqual

Hasibuan, Bernard; Ratnasari, Lisa

doi:10.52330/jtm.v19i2.33

Cited by 5 publications

(6 citation statements)

References 11 publications

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“…Various factors play a role in forming quality indicators such as facilities and infrastructure and an increase in teaching staff. This reinforces the reality that what is needed is the quality of educational services (Sumarmi & Wahyuni, 2016). Students as stakeholders receive direct services from tertiary institutions when actively participating in the lecture process.…”

Section: Introductionsupporting

confidence: 53%

“…Several studies have used the Servqual approach in measuring service quality, including universities. Research conducted by (Sumarmi & Wahyuni, 2016), (Ariani et al, 2017), (Kurniati & Kadarsih, 2017) focused on service quality in Higher Education with the measurement of service quality model SERVQUAL (Tangible, reliability, responsiveness, assurance and empathy).…”

Section: Introductionmentioning

confidence: 99%

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Measurement of Higher Education Servive Quality Using Hedperf and Hiedqual Importance Performance Analysis Methods

Wati,

Dharma,

Jadmiko

et al. 2024

JAE

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The image of a tertiary institution is indicated by the quality of service perceived by students because the quality of service can also reflect the academic and non-academic quality of a tertiary institution. There have been many studies focusing on measuring the quality of services in higher education (using the Serqual measurement), therefore, this study aims to measure quality services by combining other approaches, namely HEdPERF and HiEDQUAL. Bung Hatta University was used as the research object (n=370 students). The university was selected because it is a reputable private university which was founded under the name one of the nation's proclamator with significant influence. Based on the results of data analysis using the Importance Performance Analysis (IPA) technique, it can be concluded that aspects of academic facilities and support services are in the quadrant that exceeds student expectations. On the other hand, the campus infrastructure aspect should be the main priority that must receive immediate attention, followed by the reputation, academic and program aspects which are quadrant positions that must be maintained while the administrative service aspect is in low priority positionKeywords: Service Quality, Higher Education, IPA (Importance-Performance Analysis), HedPERF, HiEDQUAL

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Section: Introductionsupporting

confidence: 53%

Section: Introductionmentioning

confidence: 99%

Measurement of Higher Education Servive Quality Using Hedperf and Hiedqual Importance Performance Analysis Methods

Wati,

Dharma,

Jadmiko

et al. 2024

JAE

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“…Untuk mendapatkan nilai Gap, maka dilakukan pengurangan antara nilai rata -rata dari skor persepsi dan skor harapan. Dalam (Hasibuan & Ratnasari, 2021) perhitungan nilai Gap dapat dilakukan dengan rumus berikut :…”

Section: Skor Penilaian Variable Persepsiunclassified

Analysis of the Level of Satisfaction with the Quality of Clinical Services Using the Servqual Method

Ibrahim,

Fitriani,

Ruskan

et al. 2024

JITE

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The influence of the globalization era has increased the use of health facilities in society. This increase requires agencies to provide the best possible service to customers. UPT. The Sriwijaya University Health Clinic as one of the providers of health facilities has also experienced the impact of this increase, therefore this agency continues to provide the best service and makes improvements in the services provided so that service users can feel satisfied. The aim of this research is to determine the level of student satisfaction with services at UPT. Sriwijaya University Health Clinic and which dimensions of service quality have a dominant influence on student satisfaction levels. This research involved 117 respondents from all students and was distributed via Google form with a quantitative research type and survey approach. Data analysis techniques were carried out using SPSS 26 and calculations were carried out using the servqual method. The research results show that from the total, the level of student satisfaction is at a percentage of 87% in the very satisfied category and the quality dimension that has a dominant influence is the reliability dimension with a Gap value of -1.17. With Cartesian diagram analysis, the question instruments included in quadrant I and quadrant II have the opportunity to be improved and maintained in quality so that they can get better responses in the future. With this research, it can be taken into consideration by UPT. Sriwijaya University Health Clinic to improve the quality of services provided in every dimension, especially those included in the important category and maintain the quality of services that previously received a good response

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“…Prioritas perbaikan: Berdasarkan matriks HOQ, QFD membantu dalam menetapkan prioritas perbaikan yang perlu dilakukan untuk memastikan dokter dan perawat selalu siap saat. Prioritas tersebut dapat mencakup perbaikan dalam manajemen jadwal dan penugasan, peningkatan sistem komunikasi internal, pengembangan kebijakan dan prosedur yang mendukung ketersediaan dokter dan perawat, serta pengaturan yang efisien untuk situasi darurat (20).…”

Section: Prioritas Pelanggan: Tenaga Kesehatan Selalu Siaga Siap Saatunclassified

Aplikasi Quality Function Deployment (QFD) dalam Peningkatan Mutu Layanan di Rumah Sakit : Literature Review

Setia,

Nopiyani

2023

Media Publ. Promosi Kesehat. Indones

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Latar belakang: Salah satu pelayanan kesehatan yang kompleks adalah rumah sakit. Dalam memberikan layanan, diperlukan upaya perbaikan agar meningkatkan mutu dan kepuasan pasien. QFD menjadi upaya perbaikan yang dapat memberikan pandangan prioritas pelanggan dan teknis. Tujuan: Studi ini bertujuan untuk mengetahui aplikasi metode QFD di rumah sakit untuk meningkatkan mutu layanan. Metode: Penulis menggunakan metode Literature Review bersumber database dari PubMed, Scopus, dan SpingerLink. Pencarian dengan kata kunci didapatkan 103 artikel. Kemudian diseleksi skema PRISMA sehingga terpilih 5 artikel. Hasil: Penggunaan metode QFD memberikan manfaat signifikan dalam beberapa aspek. Hasil QFD dalam studi-studi tersebut menunjukkan bahwa prioritas pelanggan dalam hal ini adalah meningkatkan pemahaman dan pengetahuan dokter serta tenaga medis yang siap siaga. Sedangkan prioritas teknis berubah menjadi pelayanan excellent dan sarana yang mendukung. Kesimpulan: Dengan menggunakan QFD, rumah sakit dapat memahami kebutuhan pasien, meningkatkan mutu, dan kepuasan.

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Analisa Kepuasan Konsumen Terhadap Kualitas Pelayanan Musik Studio dengan Metode Servqual

Cited by 5 publications

References 11 publications

Measurement of Higher Education Servive Quality Using Hedperf and Hiedqual Importance Performance Analysis Methods

Measurement of Higher Education Servive Quality Using Hedperf and Hiedqual Importance Performance Analysis Methods

Analysis of the Level of Satisfaction with the Quality of Clinical Services Using the Servqual Method

Aplikasi Quality Function Deployment (QFD) dalam Peningkatan Mutu Layanan di Rumah Sakit : Literature Review

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