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Penta Lestarini Budiati
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PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PADA BENGKEL AHASS TRIO MOTOR PERINTIS BANJARMASIN Masrifani -; Penta Lestarini Budiati; Nor Maulida
Dinamika Ekonomi - Jurnal Ekonomi dan Bisnis Vol 10 No 1 (2017): DINAMIKA EKONOMI Jurnal Ekonomi dan Bisnis Vol.10 No.1 Maret 2017
Publisher : SEKOLAH TINGGI ILMU EKONOMI NASIONAL (STIENAS) BANJARMASIN

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Abstract,This research aimed to determine whether the quality of service which consist of tangible (X1), reliability (X2), responsiveness (X3), assurance (X4) and empathy (X5) influence simultaneously and partially on customer satisfaction (Y), as well as to determine the quality of service where the dominant influence on customer satisfaction in the Bengkel AHASS Trio Motor Perintis Banjarmasin.The population in this research are all customers in 2015 amounted to 34.092 customers. Samples were taken by 110 customers by accidental sampling. The analysis in this research using linear regression method.The result showed that the quality of service consisting of tangible (X1), reliability (X2), responsiveness (X3), assurance (X4) and empathy (X5) influence simultaneously on customer satisfaction. Responsiveness (X3), assurance (X4) and empathy (X5) partial effect on customer satisfaction, while tangible (X1) and reliability (X2) is not partial effect on customer satisfaction. Assurance (X4) variable is the dominant variable affecting customer satisfaction in the Bengkel AHASS Trio Motor Perintis Banjarmasin.
ANALISIS KUALITAS PELAYANAN DALAM MENINGKATKAN KEPUASAN PENGUNJUNG BADAN PERPUSTAKAAN DAN ARSIP DAERAH PROVINSI KALIMANTAN SELATAN Penta Lestarini Budiati; Khairullah -
Dinamika Ekonomi - Jurnal Ekonomi dan Bisnis Vol 8 No 1 (2015): DINAMIKA EKONOMI Jurnal Ekonomi dan Bisnis Vol.8 No.1 Maret 2015
Publisher : SEKOLAH TINGGI ILMU EKONOMI NASIONAL (STIENAS) BANJARMASIN

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Abstract, This research aimed to analyze the level of visitor satisfaction when seen from the quality of service that earned the visitors with five determinants of quality of service as a benchmark the quality of service. The population in this research is that people who have been to the Library and Archives of South Kalimantan Province in 2014, samples were taken with a non-probability sampling method as many as 100 visitors. Further analysis of data using analysis techniques IPA (Importance-Performance Analysis). The results showed that the overall expectations of library visitors Library and Archives of South Kalimantan Province have not been met.
PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PADA PDAM BANDARMASIH KOTA BANJARMASIN Penta Lestarini Budiati; Masrifani -; Noor Dita Meliyana
Dinamika Ekonomi - Jurnal Ekonomi dan Bisnis Vol 11 No 1 (2018): Dinamika Ekonomi Jurnal Ekonomi dan Bisnis vol. 11 No.1 Maret 2018
Publisher : SEKOLAH TINGGI ILMU EKONOMI NASIONAL (STIENAS) BANJARMASIN

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Abstract, The purpose of this research is to determine whether the quality of service (tangibles, reliability, responsiveness, assurance, and empathy) simultaneously and partially to customer satisfaction at PDAM Bandarmasih Banjarmasin, and to know the variable quality of service (tangibles, reliability, responsiveness, assurance, and empathy) is the most dominant against customer satisfaction at PDAM Bandarmasih Banjarmasin. In this research used descriptive quantitative method. Population in this research is all customer of PDAM Bandarmasih Banjarmasin, and sample as respondent of research will be taken using Accidental Sampling technique counted 60 person that is customer which met during research. In this study the data obtained were analyzed using multiple regression analysis with SPSS program for window 16. The result of research shows that the value of F arithmetic is 142,182 bigger than the value of F table 2,546, which means simultaneously there is influence on service quality variable consisting of tangible dimension (X1), reliability (X2), responsiveness (X3), assurance (X4) and empathy (X5), to customer satisfaction PDAM Bandarmasih Banjarmasin. Partially seen that from five dimensions of service quality there is one variable that does’t have effect on customer satisfaction PDAM Bandarmasih Banjarmasin that is assurance (X4) with value of t count equal to 1,259 smaller than t table value equal to 2,005. Furthermore, the most dominant independent variables affect the satisfaction of clean water customers in PDAM Bandarmasih Banjarmasin is the variable empathy, because it has the largest beta coefficient (0.269).
Co-Authors Khairullah - Masrifani - Noor Dita Meliyana Nor Maulida