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All Journal Jurnal Kompetitif JEMBATAN (Jurnal Ekonomi, Manajemen, Bisnis, Auditing, dan Akuntansi)
Muhammad Said
Universitas Tridinanti
Economics, Econometrics & Finance

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IMPLEMENTASI KUALITAS DAN SIKAPKERJA TERHADAP KINERJA PEGAWAI DAN KEPUASAN PELAYANAN DI KANTOR KECAMATAN SUNGAI PINANG OGAN ILIR Ellen Suminiarni; Yun Suprani; Muhammad Said
JURNAL KOMPETITIF Vol 10, No 2: Edisi Juli-Desember 2021
Publisher : Fakultas Ekonomi Universitas Tridinanti Palembang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.52333/kompetitif.v10i2.818

Abstract

Many research results on the quality of service employees in government offices. Like the research conducted by Rukayat regarding the Quality of Public Service in the Field of Population Administration in Pasir Jambu District. The results of his research indicate that the quality of public services in the field of population administration in Pasirjambu District, namely the Public Service section, has not provided good service to the community. However, the community is satisfied with the service in terms of reliability, namely reliability in handling any public complaints.The results of the study of quality and work attitudes on service performance and satisfaction in Sungai Pinang Ogan Ilir District showed the results of the path coefficients between variables having an influence at medium intervals. This means that the quality of service in this office must be further improved. Employee performance in serving the community must be improved again.
MENGUKUR KEPUASAN PELANGGAN MEBEL KEN KEN DENGAN METODE SERVICE QUALITY (SERVQUAL) Teresia C.; yun - suprani; Muhammad Said; Akbar Malik Muharam
JEMBATAN (Jurnal Ekonomi, Manajemen, Bisnis, Auditing, dan Akuntansi) Vol 11 No 1 (2026): JEMBATAN (Jurnal Ekonomi, Manajemen, Bisnis, Auditing dan Akuntansi)
Publisher : P3M STIE Mulia Darma Pratama

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54077/jembatan.v11i1.274

Abstract

Customer satisfaction is one of the important things in companies engaged in the furniture retail sector, because it is an indicator of business success. Therefore, this study aims to determine how satisfied customers are at the Kenken furniture store and also to find out what attributes need to be improved to increase customer satisfaction at the Kenken furniture store. The method used in this study is the Service Quality method which is used to determine the level of customer satisfaction. From the results of this study, it is clear that Kenken furniture store customers are not satisfied with the services provided. The analysis was carried out using the Servqual Method (Service Quality) on the service dimension. The service dimensions include Tangibles, Reliability, Responsiveness, Assurance, and Empathy. And from the results of the study, it can also be seen that the Responsiveness variable has the results that best meet customer expectations, namely with a gap value of 4.00. Meanwhile, the variable that least meets customer expectations is the Reliability variable which has a gap of -13.67.
Co-Authors Akbar Malik Muharam Ellen Suminiarni Teresia C. yun - suprani Yun Suprani