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All Journal Jurnal Ekonomi, Bisnis dan Kewirausahaan (JEBIK) Jurnal Ekonomi : Journal of Economic Value Added: Majalah Ekonomi & Bisnis Proceeding SENDI_U IJHCM (International Journal of Human Capital Management) Journal of Economic, Bussines and Accounting (COSTING) Jurnal Pengabdian Masyarakat AbdiMas NUSANTARA : Jurnal Ilmu Pengetahuan Sosial JURNAL PENDIDIKAN TAMBUSAI YUME : Journal of Management MABIS: Manajemen dan Bisnis MBIA ETNOREFLIKA: Jurnal Sosial dan Budaya JURNAL LENTERA BISNIS JMB : Jurnal Manajemen dan Bisnis Management Studies and Entrepreneurship Journal (MSEJ) Jurnal Ilmiah Manajemen Kesatuan Jurnal Penelitian Manajemen Terapan (Penataran) Monas: Jurnal Inovasi Aparatur BUDGETING : Journal of Business, Management and Accounting Jurnal Abdimas Ilmiah Citra Bakti (JAICB) Jurnal Hurriah: Jurnal Evaluasi Pendidikan dan Penelitian Jurnal Penelitian Inovatif Arus Jurnal Sosial dan Humaniora Jurnal Minfo Polgan (JMP) Jurnal Pengabdian Masyarakat : Pemberdayaan, Inovasi dan Perubahan Jurnal Manajemen Perbankan Keuangan Nitro Jurnal Ekonomika Dan Bisnis Economic Reviews Journal Formosa Journal of Sustainable Research (FJSR) Jurnal Pengabdian Masyarakat Information Technology (JPM ITech) Sewagati: Jurnal Pengabdian Masyarakat Indonesia International Journal of Economics (IJEC) Jurnal Ekonomika Manajemen Dan Bisnis Moneter : Jurnal Keuangan dan Perbankan APLIKATIF: Journal of Research Trends in Social Sciences and Humanities Jurnal Manajemen Riset Inovasi Jurnal Pengabdian Kepada Masyarakat Ekonomi, Pendidikan, dan Sosial Humaniora ELIGIBLE : Journal of Social Sciences House of Management and Business Journal Al-Zayn: Jurnal Ilmu Sosial & Hukum Jurnal Manajemen Bisnis Sasambo: Jurnal Abdimas (Journal of Community Service) As-Syirkah: Islamic Economic & Financial Journal
Ari Anggarani Winadi Prasetyoning Tyas
Universitas Esa Unggul
Religion Agriculture, Biological Sciences & Forestry Arts Humanities Chemical Engineering, Chemistry & Bioengineering Chemistry Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Engineering Environmental Science Health Professions Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Mathematics Physics Public Health Social Sciences Other

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How Service Quality And Communication Interpersonal Affect Customer Satisfaction Making E-Ktp Sukamulya Tangerang Ari Anggarani Winadi Prasetyoning Tyas; Ummanah Ummanah; Dwi Wahyuningsih
MBIA Vol 20 No 3 (2021): Management, Business, and Accounting (MBIA)
Publisher : Direktorat Riset dan Pengabdian kepada Masyarakat Universitas Bina Darma

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33557/mbia.v20i3.1589

Abstract

This study aims to analyze the direct and indirect effect of Service Quality through Interpersonal Communication on Customer Satisfaction in the manufacture of E-KTP in the Sukamulya sub-district, Tangerang. This study involved 240 respondents, analysis of the data using Path Analysis with SEM LISREL data analysis of the customer satisfaction variable as an endogenous variable, interpersonal communication as an intervening variable, service quality variable as an exogenous variable. Sources of data in this study use primary data and secondary data. The study results indicate that the service quality variable directly has a significant effect on customer satisfaction. Interpersonal communication directly has a significant effect on customer satisfaction. Service quality directly has a significant effect on interpersonal communication. Service quality indirectly has a significant effect on customer satisfaction through interpersonal communication. This research implies that Sukamulya Village, Tangerang, in general, needs efforts to maintain and improve customer satisfaction. Through interpersonal communication, efforts to increase customer satisfaction can be made with service quality. Efforts to improve service quality in Sukamulya, Tangerang will strengthen customer satisfaction. Improved interpersonal communication of Sukamulya Sub-district Tangerang employees will be effective in strengthening customer satisfaction if the information provided to the community is appropriate and acceptable Keywords: Interpersonal Communication, Service Quality, Customer Satisfaction, E-KTP Abstrak Penelitian ini bertujuan untuk menganalisis pengaruh langsung dan tidak langsung Service Quality melalui Communication Interpersonal terhadap Customer Satisfaction pada pembuatan E-KTP di kelurahan sukamulya tangerang. Penelitian ini melibatkan 240 responden, analisis terhadap data menggunakan Path Analysis dengan analisis data SEM LISREL terhadap variable customer satisfaction sebagai variable endogen, communication interpersonal sebagai variable intervening, variabel service quality sebagai variable eksogen. Sumber data dalam penelitian ini menggunakan data primer dan data sekunder. Hasil penelitian menunjukkan bahwa variable service quality secara langsung berpengaruh signifikan terhadap customer satisfaction. Commonuciation interpersonal secara langsung berpengaruh signifikan terhadap customer satisfaction. Service quality secara langsung berpengaruh signifikan terhadap communication interpersonal. Service quality secara tidak langsung berpengaruh signifikan terhadap customer satisfaction melalui communication interpersonal. Implikasi dari hasil penelitian ini, Kelurahan sukamulya Tangerang secara umum perlu upaya memelihara dan meningkatkan customer satisfaction. Upaya meningkatkan customer satisfaction dapat dilakukan dengan service quality melalui communication interpersonal. Upaya peningkatan service quality di kelurahan sukamulya tangerang akan efektif memperkuat customer satisfaction. Peningkatan communication interpersonal karyawan kelurahan sukamulya Tangerang akan efektif memperkuat customer satisfaction jika informasi yang diberikan kepada masyarakat sesuai dan dapat diterima. Kata kunci: Interpersonal Communication, Service Quality, Customer Satisfaction, E-KTP
How E-Service Quality And E-Trust Affect Reuse Decision on Aplikasi PrivyID Yulia Handayani; Ari Anggarani Winadi Prasetyoning Tyas; Ummanah Ummanah
MBIA Vol 21 No 1 (2022): Management, Business, and Accounting (MBIA)
Publisher : Direktorat Riset dan Pengabdian kepada Masyarakat Universitas Bina Darma

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33557/mbia.v21i1.1654

Abstract

This study aims to examine the effect of e-service quality on the reuse decision of PrivyID on apps through e-trust as an intervening variable. The analytical method used is SEM and PLS, with 150 respondents for application users in South Jakarta. The sample in this study used the non-probability sampling method. This study has several problems, such as difficulty accessing personal to enterprise accounts, the absence of a direct document repair feature, the lack of customer service responsiveness to customer inquiries, weak validity of digitally signed documents using manual stamps, and user difficulties when verifying data. This study indicates that e-service quality has a significant effect on reuse decisions. Meanwhile, e-trust has a substantial impact on reuse decisions, and e-service quality considerably impacts e-trust. Finally, this study shows that e-service quality indirectly affects reuse decision e-trust. Keywords: E-Service Quality, Reuse Decision, E-Trust Abstrak Penelitian ini bertujuan untuk mengetahui pengaruh e-service quality aplikasi PrivyID terhadap reuse decision melalui e-trust sebagai variabel intervening. Metode analisis yang digunakan adalah Struktural Equation Model (SEM) dan Partial Least Square (PLS), sebanyak 150 responden pada pengguna aplikasi yang berada di Wilayah Jakarta Selatan. Sampel dalam penelitian ini menggunakan teknik non probability sampling. Penelitian ini memiliki beberapa masalah seperti kesulitannya akses dari akun personal ke akun enterprise, tidak adanya fitur perbaikan dokumen secara langsung, kurang responsifnya customer service terhadap pertanyaan pelanggan, lemahnya keabsahan dokumen yang ditandatangan digital dengan penggunaan materai manual, dan terdapat kesulitan pengguna saat melakukan verifikasi data (swafoto). Hasil penelitian dalam penelitian ini menunjukan bahwa e-service quality berpengaruh signifikan terhadap reuse decision. Sementara itu e-trust berpengaruh signifikan terhadap reuse decision dan e-service quality berpengaruh signifikan terhadap e-trust. Terakhir e-service quality berpengaruh secara tidak langsung terhadap reuse decision melalui e-trust. Kata kunci: E-Service Quality, Reuse Decision, E-Trust
Co-Authors Abdillah, Khoiruddin Adelia Dwi Putri Agnes Sandrawati Agustin, Devianah Isma Andika, Dade Anggaraini , Novita Anggoman , Stephanie Grace Carolline Atalie, Alana Alysia Bagas Wahyu Dewanta Bagastoro Sulistyo, Irvan Baharsyah, Ilham Baihaqi Bakir Barqa, Malviyola El Billyyando, Billy Bita Utami Bunawijaya, Steven Christianto, Maresky cornelius, joseph Cornellius, Josephin Dadi, Feony Salsabilla Darmawan, Yohanes David David Desy Prastyani desy wulandari Dwi Wahyuningsih Dwi Wahyuningsih, Dwi Eka Bertuah Elis Setiawati, Elis Elvira, Rani Erwan Baharudin Fathoni, Rialdi Fuad Fernando Fernando, Fernando Gunawan, Richo Gunawan, Yakub Hakim, Muhamad Rachman Hapsoro, Setyo Gusti Harefa, Tri Rahayu Hery Widijanto Hesham, Malek Hestari, Ema Tri Indrawan, Yoga Iqbal, Widy Maulana Jodiyosa, Puti Kurahman, Muhammad Taufik Kurniawan Kurniawan Lidya Lukman Cahyadi Malviyola el barqa Maulani, Siti Helpi Muallifah, Siti Muhammad Luthfi Muhonis, Daniel Ananda Mujiono, Sherina Anggraini Mulyono, Indah Havivah Murniah, Alya Nanda, Bintang Restu Neda Alifia Rahma Ningsih, Susilowati Nizirwan Anwar Novera Kristiani Nugroho, Rinaldi Imam Nur ‘Azah Nurjannah Nurjannah Pramuditya, Galang R. A. Nurlinda Raden Ajeng Nurlinda Raden Ayu Nurlinda Rahman, Muhammad Fadli Ramadhan, Muhammad Sahrul Ramadhon, Luthfi Revanza Syach RILLA GANTINO Rizqia, Yusri Nela Sabrina Nur Afifah Salsabilah, Kartika Saputra, Hansen Setiyati, Ritta Shafita, Andina Firza Sidik, Satrio Riyono Sindroi Anuegrah Ndraha Siregar, Kristo Saputra Sitinjak, Gabriel Asoloan Slamet Sutanto Socha Safira, Astri Syarifuddin Tippe Tejo, Bryan Edward Tobing, Benhard Daniel Lumban Ummanah Ummanah, Ummanah Vita Intan Safitri Yudha Hartlanda Martianto Yulia Handayani Yusnaini Yusnaini