Peran Kualitas Layanan, Inovasi dan Kepercayaan dalam Meningkatkan Kepuasan Pengunjung Lapas Kelas IIB
Abstract
This study sought to ascertain the impact of service excellence, innovation, and trust on visitor happiness at Bondowoso, a class IIB facility. All of the residents are guests at Bondowoso Class II Prison. By using the judgment sampling technique, up to 120 respondents made up the sample size. The study hypothesis is tested using WarpPLS 7.0 structural equation model (SEM) analysis. To determine whether the used measuring instrument met the criteria for the measuring instrument test, validity and reliability tests were also performed. According to the findings, the service innovation variabel (X2) had a path coefficient value of 0.314 with a -value of 0.001 and the trust variabel (X3) had a path coefficient value of 0.454 with a -value of 0.001 for each variabel. The service quality variabel (X1) had a path coefficient value of 0.255 with a -value of 0.040. According to the study's findings, visitor satisfaction in Class II B Bondowoso Penitentiary is positively and significantly impacted by service quality, visitor trust, and service innovation.
References
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Latifah, N., Widayani, A., Normawati, R. A., Studi, P., Kekhususan, A., & Perkantoran, O. (2020). Manajemen Pengaruh Perceived Usefulness dan Trust terhadap Kepuasan Konsumen pada E - Commerce Shopee. Bisma: Jurnal Bisnis dan Manajemen p-ISSN 1978-3108, e-ISSN 2623-0879 Vol. 14 No. 1 , 2020, Hal. 82 - 91 Bisma:, 14(1), 82–91.
Malhotra, N. K. (2006). Marketing Research: An Applied Orientation (5th Edition). Prentice Hall.
Maskur, M., Qomariah, N., & Nursaidah. (2016). Analisis Pengaruh Kualitas Pelayanan, Harga, dan Kepuasan Pelanggan terhadap Loyalitas Pelanggan (Studi Kasus pada Bengkel Mobil Larasati Lumajang). Jurnal Sains Manajemen & Bisnis Indonesia, VI(2), 212–221.
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Nikmah, H., Susbiyani, A., Martini, N. N. P., & Qomariah, N. (2022). The Role of Price, Promotion and Quality of Service in Improving Honda Motorcycle Customer Satisfaction and Loyalty. SSRG International Journal of Economics and Management Studies, 9(1), 14–23. https://doi.org/10.14445/23939125/IJEMS-V9I1P103
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Nursaid, Purnomo, S. H., & Qomariah, N. (2020). The Impact of Service Quality and Institutional Image on the Satisfaction and Loyalty of Master of Management Students. 1st Borobudur International Symposium on Humanities, Economics and Social Sciences (BIS-HESS 2019), 436, 156–161. https://doi.org/10.2991/assehr. k.200529.033
Putra, K., & Indriyani, R. (2018). Pengaruh Kepercayaan Pelanggan terhadap Kepuasan Pelanggan CV Mitra Perkasa Utomo. Agora, 7(1).
Putra P, I. B. P., & Kusumadewi, N. M. W. (2019). Pengaruh Inovasi Produk terhadap Niat Pembelian Ulang Dimediasi oleh Kepuasan Konsumen. E-Jurnal Manajemen Universitas Udayana, 8(8), 4983. https://doi.org/10.24843/ejmunud.2019.v08. i08. p10
Qomariah, N. (2012). Pengaruh Kualitas layanan dan Citra Institusi terhadap Kepuasan dan Loyalitas Pelanggan. Jurnal Aplikasi Manajemen, 10(177–187).
Qomariah, N. (2016). Marketing Adactive Strategy. Cahaya Ilmu. https://www. researchgate.net/publication/326623130_MARKETING_ADACTIVE_STRATEGY
Qomariah, N., Budiastuti, A., Sanosra, A., Susbiani, A., & Budisatoto, E. (2020). Building Student Satisfaction and Loyalty Based on Service Quality and Institutional Image. SSRG International Journal of Economics and Management Studies (SSRG-IJEMS), 7(9), 24–33. https://doi.org/10.14445/23939125/IJEMS-V7I9P103
Qomariah, N., Fahrurrozi, A., & Rozzaid, Y. (2020). Efforts to Increase Retail Customer Satisfaction. International Journal of Economics and Management Studies (SSRG-IJEMS), 7(7), 25–31.
Qomariah, N., Pangestu, M. K. M., Herlambang, T., & Putu, N. N. (2021). The Role of Promotion and Service Quality in Increasing Consumer Satisfaction and Loyalty in Pawnshops. Journal of Economics, Finance and Management Studies, 4(10), 1948–1960. https://doi.org/10.47191/jefms/v4-i10-17
Qomariah, N., Widiatmoko, B., Sanosra, A., & Nursaid, N. (2022). Dapatkah Inovasi dan Kualitas Layanan Meningkatkan Tingkat Kunjungan dan Kepuasan Pengunjung pada Lounge Pemda Banyuwangi ? SENAMA 2022, 2(November), 165–180. http://prosenama.upnjatim.ac.id/index.php/prosenama/article/view/37/38
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Published
2023-04-24
Section
Articles
