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Journal : EPIGRAM (e-journal)

PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN KOPERASI KARYAWAN PALYJA Justira Adhesa Secilia; Tuti Hartati; Kadunci Kadunci
Epigram Vol 12 No 2 (2015)
Publisher : Politeknik Negeri Jakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (1869.924 KB) | DOI: 10.32722/epi.v12i2.724

Abstract

Abstrak Penelitian ini bertujuan untuk mengidentifikasi pengaruh kualitas pelayanan terhadap kepuasan konsumen Koperasi Karyawan Palyja. Kualitas pelayanan adalah pendekatan utama untuk memberikan kepuasan kepada konsumen.Variabel bebas dari penelitian ini adalah Kualitas Pelayanan. Variabel Kualitas Pelayanan terdiri dari Bukti Nyata, Reliabilitas, Daya Tanggap, Jaminan dan Empati. Variabel Terikat dari penelitian ini adalah Kepuasan Konsumen. Penelitian ini menggunakan metode kuantitatif. Metode pengumpulan data dalam penelitian ini menggunakan kuesioner yang diberikan kepada karyawan Palyja. Total Populasi dalam penelitian ini adalah 1086 karyawan dan sampelnya sebanyak 92 karyawan. Data dari kuesioner diproses menggunakan program SPSS 2.2 untuk windows. Hasil penelitian menunjukkan bahwa kepuasan konsumen sebesar 64,6% dipengaruhi oleh variabel bukti langsung (X1), variabel keandalan (X2), variabel daya tanggap (X3), variabel jaminan (X4), dan variabel Empati (X5) Kata kunci : pengaruh, kualitas pelayanan, kepuasan konsumen, bukti nyata, reliabilitas, daya tanggap, jaminan dan empati. Abstract This research is intended to identify the influence of service quality towards consumer satisfaction of employee cooperative of PALYJA. Service quality is the main approach to providing satisfaction to the consumers. The independent variable of this research is Quality Service. The Quality Service variable consists of tangibility, reliability, responsiveness, assurance and empathy. The Dependent variable of this research is Consumer Satisfaction. This research is conducted through quantitative approach. Data collection method is using questionnaires that are given to employees of Palyja. The total population of this research is 1086 employees and the sample is 92 employees. Data from the questionnaires is processed with SPSS 2.2 program for windows. The result of this research shows that consumer satisfaction with amount 64,6% influence by tangible (X1), reliability (X2), responsiveness (X3), assurance (X4), and empathy (X5). Keywords : influence, service quality, consumer satisfaction, tangibility, reliability, responsiveness, assurance, and empathy.
PENGARUH KUALITAS PRODUK DAN HARGA TERHADAP PROSES KEPUTUSAN PEMBELIAN KONSUMEN PRODUK AIR MINERAL AQUA Rafiqa Muriska Pandia; Kadunci Kadunci; Diana D. C. Hutagalung
Epigram Vol 14 No 1 (2017)
Publisher : Politeknik Negeri Jakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (2090.402 KB) | DOI: 10.32722/epi.v14i1.960

Abstract

AbstractThis research aims to find out how the influence between product quality and prices of consumer purchasing decisions. Data collection using the questionnaire given to the respondents to obtain primary data and secondary data to obtain an libraries. While the method of data analysis using inferensial statistical analysis, test validity and reliability, test, test the significance of classical assumptions, analysis of the coefficient of determination and multiple regression analysis. Results of the study showed that the quality of the product and the price has a strong influence on the buying decision process. The quality of the product and the price effect of 55.6% of purchase decisions and the remaining 44.4% are influenced by other factors such as advertising, brand image factor and others.Multiple linear regression analysis results obtained persamaanY = 20.216 0, 121X1 0, 610X2. Of the equation there are constants of 20.216 meaning if the quality of the product and the price is worth 0 then the consumer's decision to purchase the AQUA mineral water of 20.216.The regression coefficient values on the variable quality of products poositif of 0.121 meaning if product quality improved 1 value, then the purchasing decisions of consumers against products of instant noodles rose by 0.121. The regression coefficient values on the variable price of poositif 0.610 meaning if prices increased the value of 1, then the purchasing decisions of consumers against products of mineral water AQUA rose by 0.610. If the quality of the product and the price value of the coefficient of increase one means the amount of the purchase decision process increases to 20.947.The test results on the test t significance obtained product quality variable value indicates the value thitung = 1.412 < ttabel = 1.662-value significance of 0.162 > 0.10. This means 1 Hypothesis is not accepted. The value for a variable price showed the value of thitung = ttabel > 7.413 = 1.662-value significance of 0.0000 < 0.10. This means the hypothesis 2 received. The calculation result statistics showed the value of Fhitung = Ftabel > 55.474 = 2.37 significance and value of 0.000 < 0.10. This means the hypothesis 3 received.Key words: Product Quality, Price, Purchase Decisions ProcessAbstrakPenelitian ini bertujuan untuk mengetahui seberapa pengaruh antara kualitas produk dan harga terhadap proses keputusan pembelian konsumen. Pengumpulan data menggunakan kuesioner yang diberikan kepada responden untuk memperoleh data primer dan studi kepustakaan untuk memperolah data sekunder. Sedangkan metode analisis data menggunakan analisis statistik inferensial, uji validitas dan reliabilitas, uji asumsi klasik, uji signifikansi, analisis koefisien determinasi dan analisis regresi berganda. Hasil penelitian menunjukan bahwa kualitas produk dan harga memiliki pengaruh yang kuat terhadap proses keputusan pembelian. Kualitas produk dan harga memiliki pengaruh sebesar 55,6% terhadap proses keputusan pembelian dan sisanya 44,4% dipengaruhi oleh faktor lain seperti faktor iklan, citra merek dan lain-lainnya.Hasil analisis regresi linier berganda diperoleh persamaan Y = 20,216 + 0,121X1 + 0,610X2. Dari persamaan tersebut terdapat nilai konstanta sebesar 20,216 artinya apabila kualitas produk dan harga bernilai 0 maka keputusan konsumen untuk membeli produk air mineral AQUA sebesar 20,216. Nilai koefisien regresi pada variabel kualitas produk poositif sebesar 0,121 artinya jika kualitas produk ditingkatkan 1 nilai, maka keputusan pembelian konsumen terhadap produk Indomie naik sebesar 0,121. Nilai koefisien regresi pada variabel harga poositif sebesar 0,610 artinya jika harga ditingkatkan 1 nilai, maka keputusan pembelian konsumen terhadap produk air mineral AQUA naik sebesar 0,610.Jika kualitas produk dan harga nilai koefisiennya meningkat satu artinya jumlah proses keputusan pembelian meningkat menjadi 20,947.Hasil pengujian pada uji signifikansi t diperoleh nilai variabel kualitas produk menunjukan nilai thitung= 1,412 < ttabel = 1,662 dengan nilai signifikansi sebesar 0,162 > 0,10. Dengan nilai signifikansi dibawah 0,10 tersebut menunjukan bahwa kualitas produk memiliki tidak mempengaruhi terhadap proses keputusan pembelian. Hal ini berarti Hipotesis 1 tidak diterima. Nilai untuk variabel harga menunjukan nilai thitung= 7,413 > ttabel = 1,662 dengan nilai signifikansi sebesar 0,0000< 0,10. Hal ini berarti hipotesis 2 diterima. Hasil perhitungan statistik menunjukan nilai Fhitung = 55,474> Ftabel = 2,37 dan nilai signifikansi sebesar 0,000 < 0,10. Hal ini berarti hipotesis 3 diterima.Kata kunci: Kualitas Produk, Harga, Proses Keputusan Pembelian
ANALISIS FUNGSI PENGAWASAN COMPLIANCE RISK MANAGEMENT MELALUI APPROWEB TERHADAP PENERIMAAN PAJAK BADAN KPP PRATAMA JAKARTA CAKUNG Dina Fikri Hayati; Kadunci Kadunci; Titik Purwinarti
EPIGRAM (e-journal) Vol 19 No 2 (2022): Epigram Volume 19 Nomor 2 Tahun 2022
Publisher : Politeknik Negeri Jakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32722/epi.v19i2.4891

Abstract

This article aims to describe the mechanism for implementing the Compliance Risk Management model of the supervisory function and its success rate on corporate tax revenue at KPP Pratama Jakarta Cakung. Efforts are being made to improve the supervision of tax revenues from each KPP area to the DJP environment, one of which is the improvement of a tool called Compliance Risk Management with the Circular Letter of the Director General of Taxes Number SE-39/PJ/2021. In increasing tax revenue, the supervisory function is important to find out more about taxpayers that need to be researched. Therefore, an overview of the Compliance Risk Map is needed that displays the entire Corporate Taxpayer by categorizing it into several levels of risk. This is expected to provide justice and equal distribution of the supervisory function carried out by tax officers to all taxpayers. Data collection techniques used 3 (three methods, namely semi-structured in-depth interviews, non-participatory observation, and documentation. Data interpretation was carried out in stages starting from collecting data, reducing data, to final conclusions. The results showed that the application of CRM in KPP Pratama Jakarta Cakung had an impact convenience, especially in carrying out the maximum supervisory function for tax officers. But on the other hand, tax revenue from 2020 to 2021 is still far from reaching the expected revenue target. This shows the need for a re-examination of the problems that continue to be faced by KPP Pratama Jakarta Cakung, and improve other CRM functions to be able to run in balance and produce better results.