Kualitas Pelayanan dan Lokasi Pelayanan terhadap Kepuasan Masyarakat

  • Ruslan Efendi Universitas Terbuka
  • Tresia Kristiana Universitas Terbuka
  • Holten Sion Universitas Terbuka

Abstract

The purpose of this research is to analyze and describe the influence of Service Quality on community satisfaction at the Nanga Bulik Village Office, to analyze and describe the influence of Service Location on community satisfaction at the Nanga Bulik District Office, to analyze and describe the influence of Service Quality and Service Location simultaneously on Community Satisfaction Nanga Bulik Village. The data collection techniques used were interviews, questionnaires, observation, and literature study; a sample of 80 people was taken, and the data analysis technique was brilliant PLS version 3. The results of this research show that there is an influence of Service Quality on Community Satisfaction in the Nanga Bulik sub-district; the meaning is Every time there is an increase of 1 () unit in Service Quality, it can be predicted that there will be an increase in public satisfaction of 0.470. There is an influence of Service Location on Community Satisfaction in the Nanga Bulik sub-district, meaning that every time there is an increase of 1 () unit in the service location, it can be predicted that there will be an increase in community satisfaction of 0.388. Service quality and service location influence community satisfaction in the Nanga Bulik sub-district. In conclusion, every time there is an increase in service quality and location, community satisfaction in Nanga Bulik Village will increase.

 

Keywords: Service Quality, Service Location, Community Satisfaction

References

Abdullah, T., & Tantri, F. (2019). Manajemen Pemasaran. Depok: Penerbit PT Raja. Grafindo Persada

Arianto, N. (2018). Pengaruh Kualitas Pelayanan terhadap Kepuasan dan Loyalitas Pengunjung dalam Menggunakan Jasa Hotel Rizen Kedaton Bogor. Jurnal Pemasaran Kompetitif, 1(2). https://doi.org/10.32493/jpkpk.v1i2.856

Bahrudin, M., & Zuhro, S. (2016). Pengaruh Kepercayaan dan Kepuasan Pelanggan terhadap Loyalitas Pelanggan. BISNIS : Jurnal Bisnis dan Manajemen Islam, 3(1), 1. https://doi.org/10.21043/bisnis.v3i1.1463

Daryanto, D., & Setyobudi, I. (2019). Konsumen dan Pelayanan Prima. Yogyakarta: Gava Media

Harfika, J., & Abdullah, N. (2017). Pengaruh Kualitas Pelayanan dan Fasilitas terhadap Pasien pada Rumah Sakit Umum Kabupaten Aceh Barat. Balance, 14(1), 1-10. https://doi.org/10.30651/blc.v14i01.1285

Heizer, J., & Render, B. (2015). Manajemen Operasi Edisi Ke-11. Jakarta: Salemba Empat

Kasmir, K. (2009). Pengantar Manajemen Keuangan. Jakarta: Kencana

Kasmir, K. (2017). Customer Service Excellent: Teori dan Praktik. Jakarta: PT Raja. Grafindo Persada

Kotler, P. (2012). Manajemen Pemasaran Edisi 13. Jakarta: Rajawali

Kotler, P., & Keller, K. L. (2013). Manajemen Pemasaran Jilid Kedua. Jakarta: Erlangga

Pambudy, A. P. (2016). Analisis Pengaruh Kualitas Pelayanan dan Lokasi terhadap Kepuasan Pasien di Puskesmas Dukun Gresik. JPIM, 1(1), 1-11. https://doi.org/10.30736/jpim.v1i1.2

Rasyid, M. R. (1996). Makna Pemerintahan. Jakarta: PT. Yasif Watampone

Rohaeni, H., & Marwa, N. (2018). Kualitas Pelayanan terhadap Kepuasan Pelanggan. Ecodemica, 2(2). https://doi.org/10.31294/jeco.v2i2.4503

Situmeang, L. S. (2019). Pengaruh Kualitas Pelayanan, Harga dan Lokasi terhadap Kepuasan Konsumen pada Rumah Makan Istana Hot Plate Medan. Universitas Islam Negeri Sumatera Utara. http://repository.uinsu.ac.id/id/eprint/3127

Sugiati, T., Thoyib, A., Hadiwidjoyo, D., & Setiawan, M. (2013). The Role of Customer Value on Satisfaction and Loyalty (Study on Hypermart’s Customers). International Journal of Business and Management Invention, 2(6), 65-70. https://www.ijbmi.org/papers/Vol(2)6/Version-1/H0261065070.pdf

Suwarman, U. (2004). Perilaku Konsumen. Jakarta: Ghalia Indonesia

Tjiptono, F. (2015). Strategi Pemasaran. Yogyakarta: Penerbit. Andi

Tjiptono, F., & Diana, A. (2003). Total Quality Management. Yogyakarta: Andi Offset

Zahruli, Z. (2006). Pendekatan Mutu dan Kepuasan dalam Pelayanan Kesehatan. Medan: UNHAS
Published
2024-06-20
Abstract viewed = 16 times
PDF downloaded = 11 times