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All Journal Jurnal Maneksi (Management Ekonomi Dan Akuntansi)
Roy Alan Wattimena
Program Studi Administrasi Bisnis, Jurusan Administrasi Niaga Politeknik Negeri Ambon
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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PENGARUH DIMENSI KUALITAS LAYANAN TERHADAP KEPUASAN MASYARAKAT : (Studi Pada Dinas Penanaman Modal Dan Pelayanan Terpadu Satu Pintu Kota Ambon) Roy Alan Wattimena
Jurnal Maneksi (Management Ekonomi Dan Akuntansi) Vol. 10 No. 1 (2021): Juni 2021
Publisher : Politeknik Negeri Ambon

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Abstract

Measurement of the level of community satisfaction must be carried out on an ongoing basis because people's lives will continue to change in terms of their wants, needs and demands as well as consumption patterns in line with changes in the business world environment and technological developments. The purpose of this study was to analyze the effect of service quality on the satisfaction of the people who use the services of the Ambon City Investment and One-Stop Services Office. data were collected from 100 respondents randomly and analyzed using multiple regression analysis. This research has differences from several previous studies which were replicated in the form of analysis techniques and differences in research locations which were culturally, economically and socially different from previous research locations.Based on descriptive analysis, the average score of the Five Dimensions of Service Quality which indicates the level of customer satisfaction with public service performance is as follows: reliability dimension, assurance dimension, responsiveness dimension, direct evidence dimension ( tangibles), and dimensions of empathy (empathy).Based on inferential analysis, (loading factor) which shows the contribution of a dimension to the factor formed in this case is the quality of public service performance at the Ambon City One-Stop Investment and Integrated Service Office, successively from the largest to the smallest is as following: responsiveness dimension, reliability dimension, assurance dimension, tangibles dimension and empathy dimension. Keywords: Service Quality, Community Satisfaction
PENGARUH DIMENSI KUALITAS LAYANAN TERHADAP TINGKAT KEPUASAN PELANGGAN SIM CARD KARTUHALO TELKOMSEL REGIONAL MALUKU : (UNIT PELAYANAN GRAPARI MALUKU) Roy Alan Wattimena
Jurnal Maneksi (Management Ekonomi Dan Akuntansi) Vol. 9 No. 1 (2020): Juni 2020
Publisher : Politeknik Negeri Ambon

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Abstract

The Maluku GraPARI Service Unit is currently faced with a business competition in cellular telecommunications operator services with a number of other cellular telecommunications operators in the country. The problem of this research is how the effect of service quality on SIMCard GSM kartuHALLO customer satisfaction and the purpose of this research is to test and analyze service quality on SIMCard GSM kartuHALLO customer satisfaction.This research was conducted to achieve the research objectives that have been set, namely to identify and analyze the level of importance of each attribute dimension of service quality in creating total customer satisfaction for SIMCard GSM kartuHALO Telkomsel services. samples taken as many as 100 samples. Data collection is carried out by distributing questionnaires to kartuHALO customers. Multiple Regression Analysis is used to measure the influence of the independent variables on the dependent variable.The results of the analysis show that the F-test statistical test shows that the independent variables tangible, reliability, responsiveness, assurance and empathy simultaneously have a positive and significant effect on consumer satisfaction using the SIMCard Telkomsel HALLO card.tangible, reliability, responsiveness, assurance and empathy have a positive and significant influence on kartuHALO user satisfaction. This means that every increase in tangible, reliability, responsiveness, assurance and empathy is in line with an increase in customer satisfaction. Keywords: Service Quality, Customer Satisfaction
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