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All Journal Public Policy : Jurnal Aplikasi Kebijakan Publik dan Bisnis Jurnal Ilmiah ASET Journal of English Education Program (JEEP) Jurnal Ekonomi Jurnal Ilmiah MEA (Manajemen, Ekonomi, dan Akuntansi) Journal of Practical Management Studies Jurnal Bisnis Dan Manajemen: Bisman
Nazarudin, Hamzah
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Social Sciences

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Journal : Jurnal Ilmiah ASET

 1 
Penerapan Model Servqual sebagai Media untuk Menilai Kualitas Pelayanan di Bank NTT Nazarudin, Hamzah; Lao, Hans Arisandi; Attubel, May Munah; Sayd, Anastasia Imelda
Jurnal Ilmiah Aset Vol 19 No 1 (2017): Jurnal ASET Volume 19 No 1
Publisher : STIE Widya Manggala

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Abstract

Servqual model is a populer model of banking sevice and until now is used as a reference in marketing research. Servqual is an instrument to asses the service qualitry developed by Parasurahman, Zethamil, and berry in a series of their research to the service sector. This model is olso known as Gap Model or discrepancy between the customer expectation and reality (performance) of the received service this model is closely related with the customer satisfacton. In servqual model, the service quality is defined as the assestment or global attitude regarding the superiority of a service (Parasuraman, et al, 1985) All parties who buy and consume the banking service will give different assesment to the service quality, it is because of the banking service has the everchanging characteristic, Furthermore, Parasurahman et al (1993) found that the principal dimensions that define the servqual model are as follow (1) Physical evidence that is the appearance and physical facilities, transaction equipment and comunication media. (2) Reliability is the ability to provide the promise service immediately or timely, accurate and satisfaction. (3) Responsiveness is the willingness of the service provider to help customers and provide service responsively. (4) Assurance is the guarantees given to the cistomers include the willingness, courtesy and the trustworthy attitude of the employees. (5) Empathy is the concern of service providers in the form of attention to the needs and desires of customers.
Analisis Customer Experience terhadap Minat Berkunjung Kembali pada Obyek Wisata Kabupaten Lembata Nazarudin, Hamzah; Indawati J Nino; Tantri Widiastuti
Jurnal Ilmiah Aset Vol. 27 No. 2 (2025): Jurnal ASET Vol 27 No 2
Publisher : STIE Widya Manggala

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37470/1.27.2.256

Abstract

The purpose of this research is to determine the influence of customer experience (education value, aesthetics value, entertainment value, escapism value) on the intention to revisit tourist attractions in Lembata Regency. The respondents in this study were 100 tourists who visited tourist attractions in Lembata Regency. The sampling technique used was non-probability sampling with the purposive sampling method, where samples were selected based on specific criteria, including: a. Respondents who had visited tourist attractions in Lembata Regency at least twice, b. Respondents aged over 20 years, as at this age, they are expected to have the ability to assess and understand the research variables. The data analysis technique used in this study was multiple linear regression analysis. The results of the study indicate that customer experience, consisting of education value, aesthetics value, entertainment value, and escapism value, has a positive influence both partially and simultaneously on the intention to revisit tourist attractions in Lembata Regency. Based on the coefficient of determination (R-square) of 0.573 (0.573 x 100) = 57.3%, it shows that customer experience can explain 57.3% of the intention to revisit tourist attractions in Lembata Regency, while the remaining 42.7% is influenced by other variables.
Co-Authors Ananda, Lidea Attubel, Maymunah Indawati J Nino Kabu, Enos Klaasvakumok Jehezkielomi Kamuri Lao, Hans Lao, Hans Arisandi Lao, Hans Arisandy May Munah Attubel, May Munah Mokola, Donna Nino , Indawati Pela, Yunita Sayd, Anastasia Imelda Seubelan, Alfiando Tantri Widiastuti