Jurusan Manajemen dan Bisnis
Permanent URI for this communityhttps://repository.polibatam.ac.id/handle/123456789/18
Browse
6 results
Search Results
Item Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan di PT JNE Cabang Greenland(Politeknik Negeri Batam, 2017-08-25) Nusa, Andhika Pandu; Irawati, RusdaThis study aims to determine the effect of service quality such as the influence of tangible, reliability, responsive, assurance and empathy to the satisfaction of the community, especially the city of Batam using the delivery service. The data analytical technique used in this research is multiple regression analysis with 86 respondents as determined by using unknown population formula or Lemeshow and with nonprobability sampling technique. The results of the study explained that the quality of services provided indirectly can affect consumer satisfaction in using the service products. These results illustrate that customer satisfaction will increase when the quality of services provided in accordance with the expected by consumers.Item Analisis Kepuasan Pelanggan Terhadap Kualitas Layanan Ojek Online (Wakjek) di Kota Batam(Politeknik Negeri Batam, 2017-08-22) Saputra, Yovan S.; Hati, Shinta WahyuThis study aims to measure the level of customer satisfaction with the quality of their online service (Wakjek) in Batam city. Primary data obtained by spreading the questionnaires to consumers using Random Sampling techniques with the total sample as many as 100 respondents. The data were analyzed using descriptive statistics. Consumer satisfaction against the dimensions of quality are described on the diagram of the Importance-Performance Analysis (IPA). IPA charts indicate that service dimension items scattered on the four quadrants, namely 15 items on A quadrant which is a top priority, 7 items in quadrant B that should be preserved, the next 7 items in quadrant C which is a low priority, as well as 12 items in quadrant D is an item that is considered less important. Research results exposed that the satisfaction of services provided by taxi online Wakjek has showed the good results it can be seen from the level of conformity that is indicated by the variable Y i.e. satisfaction service. On the attributes of the performance of the average value of the variable Y indicates the number of attributes exist while 4.77 hopes the average value of the variable Y shows numbers 3.62. This means that service satisfaction felt by customers of their online Wakjek have been able to meet the expectations of their customers online Wakjek itself but there are still some items that must be repaired.Item Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Bus Trans Batam Di Kota Batam(Politeknik Negeri Batam, 2017-06-21) Deepseani, Ni Putu Resi; Zaenuddin, MuhammadThis study aimed to provide empirical evidence on the influence of service quality and price fairness to customer satisfaction of Bus Trans Batam in Batam. The population of this study were passangers of Bus Trans Batam. The sampling method used is Nonprobability Sampling by using Purposive Sampling Approach. There are 366 samples that meet the criteria of this study sample. Data analysis technique used were Structural Equation Modeling Smart Partial Least Square (SEM-SmartPLS 3.0). The results of this study indicate that service quality and price fairness have a positif influence to customer satisfaction of Bus Trans Batam. Further research can focus on another public sector or private sector and can analyze other factors that affect to customer satisfaction.Item Kepuasan Pelayanan Publik Berdasarkan Indeks Kepuasan Masyarakat Pada Dinas Penanaman Modal Dan Pelayanan Terpadu Satu Pintu Kota Batam(Politeknik Negeri Batam, 2017-06-09) Putri, Nurul; Wibowo, Seto Sulaksono AdiThis study aims to improve the quality of public services and public services to. Characteristics of community satisfaction index by using weighted average. Quality of public services and procedures. The sample of this research is Dinas Penanaman Modal and Pelayanan Terpadu Satu Pintu Kota Batam. Sampling method using purposive sampling technique. The test instrument used is simple linear regression analysis. The result of the research find the quality of public service have significant effect to. Public service procedures have no significant effect on. This study only discusses the quality of public services, namely fast and good service, accurate information, alert and communicative, friendly and considerate, and facilities. Public service procedures are registration process, routine administration, on time, payment proof and inspection service. This can be done in a limited scope. Further research is expected to add proxies and other variables to see the effect on the results of further researchItem Pengaruh Kualitas Pelayanan Jasa Terhadap Kepuasan Pelanggan (Studi Kasus Pada Kapal Ferry Penumpang Rute Batam-Tanjung Pinang)(Politeknik Negeri Batam, 2017-06-21) Malva Ulimaz, Putri; Yulinda, YulindaThe purpose of this study is to aimed the effect of service quality, and price have positive effect to customer satisfaction. In addition service quality is measured by five dimensions: tangible, reliability, responsiveness, assurance, empathy, while price is measured by using the fairness indicator of ship ticket price, fair pricing policy, ethical ticket pricing policy, acceptable ticket pricing policy. This study use quesionnaire which is five likert scale. Furthermore, this study used sampling method moreover, this study used random samplig technique, Analyzer used is liniear regression analysis and f-test. The results of this study found that service quality has a a positive influence on customer satisfaction, Price has a positive effect on customer satisfaction. This study are used the ferry passenger population of Batam-Tanjung Pinang route, Subsequent research is expected to increase the population becomes more widespread, such as passengers ferry Batam-Tanjung Pinang route and Batam-Tanjung Uban route. And add new variables such as variable punctuality.Item Pengaruh Kualitas Pelayanan Akademik Terhadap Kepuasan Mahasiswa Di Politeknik Negeri Batam(Politeknik Negeri Batam, 2015-06-26) Mariska, Lidya; Hati, Shinta WahyuOne common problem which is often faced by companies is customer dissatisfaction primarily when it deals with service quality. Therefore, it is not uncommon for many companies to investigate customer satisfaction with quality of services applied for their organizations. This study is expected to determine the influence of the dimensions of quality of service which include reliability, responsiveness, assurance, empathy, and tangible to Batam Polytechnic student satisfaction. The method used in this research is quantitative approach with explanatory research. Data analysis technique employs multiple linear analysis. Population in this research is the students of Multimedia and Networking Techniques who started their academic year in 2014, 2013, 2012 at Batam Polytechnic. The sample used in this study was 100 respondents. The sampling technique is purposive s The results of this study show that hypothesis 1 variable reliability, hypothesis 2 responsivenss variable, hypothesis 3 variables assurance, empathy hypothesis 4 variable, hypothesis 5 tangible variable, indicate signifant value which is smaller than = 0.05 and is proven by F -calculate> F - table. The results show that Ho is refuted and Ha is supported. It can be said that partial variable quality of service that include reliability, responsiveness, assurance, empathy, and tangible has a positive and significant impact on student satisfaction. Simultaneous test results that have been done show that empathy and tangible variables have a dominant influence on student satisfaction.