Modelling Quality of Service
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Published:
Feb 22, 2022
Keywords:
Physical Evidence, Reliability, Responsiveness, Assurance, Empathy, Customer Satisfaction
Section
Computer Science
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Abstract
This research was conducted because of the increasing number of customer complaints at the Mobile Store in Ukui, this shows that customer satisfaction at the Mobile Store in Ukui is low. Therefore, the research objective is to analyze the effect of physical evidence, reliability, responsiveness, assurance and empathy on customer satisfaction. The research sample is 86 respondents. By using purposive sampling method is a sampling technique that uses certain criteria. This study uses multiple linear regression analysis tools. The results of this study indicate that physical evidence, responsiveness, and empathy have a significant effect on customer satisfaction and assurance while empathy has not effect on customer satisfaction.
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Utami, R. T., Ronaldo, R. . . and Rahmawati, E. . (2022) “Modelling Quality of Service”, Jurnal Mantik, 5(4), pp. 2612-2616. Available at: https://www.iocscience.org/ejournal/index.php/mantik/article/view/2049 (Accessed: 16March2025).
References
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[2] Aliansyah, T., Hafasnuddin, & Shabri. (2012). Pengaruh Dimensi Kualitas Pelayanan Terhadap Kepuasan Nasabah Bank Aceh Syariah Cabang Kepuasan Nasabah Bank Aceh Syariah Cabang. Jurnal Manajemen , Issn 2302-0199,Pp. 32- 39.
[3] Armanto, I. D. (2018). Pengaruh Dimensi Kualitas Layanan Terhadap Kepuasan Pelanggan Indihome TriplePlay.EJurnalManajemenUnud,Issn:23028912,Doi:Https://Doi.Org/10.24843/Ejmunud.2018.V7.I03.P06.
[4] Dewi, K. I., Yulianthini, N. N., & Telagawathi, N. L. (2019). Pengaruh Dimensi Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pengguna Bpjs Kesehatan Di Kota Singaraja. Jurnal Manajemen , P-Issn: 2476-8782, Vol. 5 No. 2.
[5] Djarwanto, P., & Subagyo, P. (2005). Statistik Induktif: Kedisi Ke Lima. Yogyakarta: Bpfe.
[6] Gaspersz, V. (2005). Total Quality Management. Jakarta: Gramedia.
[7] Hartono, H., Lasmy, N., & Abduh, R. D. (2021). The Effect Of Capacity Building And Service Quality On Sme's Engagement To Improve Economic Creativity In Subang Regency, Indonesia. Nternational Journal Of Business And Globalisation .
[8] Kotler, P., & Armstrong, G. (2014). Principle Of Marketing. 15th Edition New Jersey: Pearson Prentice Hall.
[9] Kusumawati, A., & Rahayu, K. S. (2020). The Effect Of Experience Quality On Customer Perceived Value And Customer Satisfaction And Its Impact On Customer Loyalty. The Tqm .
[10] Nasyrah, Darwis, & Hasmin. (2017). The Analysis Of Effect Of Dimensions Quality Of Hospital Patient Satisfaction In Hospital Bhayangkara Makassar. Jurnal Mirai Management , Volume 2 Nomor 1.
[11] Novitawati, R. A., Prihatminingtyas, B., & Imansyah. (2019). Pengaruh Dimensi Kualitas Pelayanan Terhadap Kepuasan Konsumen. Jurnal Ilmu Sosial Dan Ilmu Politik , Issn. 2442-6962, Vol. 8 No. 4.
[12] Priastiwi, Y. A., Muhrozi, R. Y., Daryanto, D., & Salamsyah, Z. (2020). Setting Time Of The Geopolymer Binder With White Soil Substitution. Iop Conference Series: Materials Science And Engineering .
[13] Primananda, P. B., & Setiawan, P. Y. (2013). Pengaruh Dimensi Kualitas Pelayanan Terhadap Kepuasan Konsumen Pada Good Deal Restaurant. Journal Of Udayana .
[14] Putri, K. I., & Nurcaya, I. N. (2011). Pengaruh Dimensi Kualitas Pelayanan Jasa Terhadap Kepuasan Pelanggan D&I Skin Centre Denpasar. Fakultas Ekonomi Universitas Udayana .
[15] Ramadhaniati, S., Susanti, E., Wiwaha, A., & Tyas, I. W. (2020). Effect Of Service Quality And Price On Customer Satisfaction. International Journal Of Digital Entrepreneurship And Business .
[16] Sasongko, F. (2013). Pengaruh Kualitas Layanan Terhadap Kepuasan Pelangganrestoran Ayam Penyet Ria. Jurnal Manajemen Pemasaran Petra , Vol. 1, No. 2, 1-7.
[17] Tumbelaka, A., Kindangen, P., & Kalangi, J. A. (2019). Preferensi Konsumen Dalam Memilih Bank Bri Dan Bank Bca Di Manado Berdasarkan Kualitas Pelayanan. Jurnal Administrasi Bisnis .
[18] Wibisono, C., & Harto, R. B. (2018). Effects Rahn, Ijaroh, Customer Satisfaction Through Quality Of Service In. Pt. Sharia Rural Bank Syarikat Madani. International Journal Of Engineering & Technology
[19] Wicaksono, T. (2017). Pengaruh Dimensi Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pada Upik Futsal Banjarmasin. Jurnal Ilmiah Manajemen , Issn 1979-1127, E-Issn 2502-7433, Volume I Nomor 2
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