Article Per Year (5 Year)
p-Index From 2021 - 2026
4.309
P-Index
This Author published in this journals
All Journal Jurnal Pengabdian Masyarakat AbdiMas Jurnal Pendidikan Sejarah dan Riset Sosial Humaniora (KAGANGA) Journal of Education and Instruction (JOEAI) IKRA-ITH ABDIMAS MBIA Jurnal Fokus Elektroda : Energi Listrik, Telekomunikasi, Komputer, Elektronika dan Kendali ETNOREFLIKA: Jurnal Sosial dan Budaya Indonesian Journal for Social Responsibility Journal of Management and Bussines (JOMB) Jurnal Abdimas Ilmiah Citra Bakti (JAICB) SENADA : Semangat Nasional Dalam MengabdI Fokus Elektroda: Energi Listrik, Telekomunikasi, Komputer, Elektronika dan Kendali) Jurnal Ekonomi Idea Pengabdian Masyarakat Jurnal Abmas Negeri (JAGRI) Arus Jurnal Sosial dan Humaniora Ilmu Komputer untuk Masyarakat Asian Journal of Community Services (AJCS) Jurnal Pengabdian Masyarakat Information Technology (JPM ITech) Moneter : Jurnal Keuangan dan Perbankan Media Abdimas Ranah Research : Journal of Multidisciplinary Research and Development SENADA : Semangat Nasional Dalam Mengabdi CHANNEL: Jurnal Komunikasi Sasambo: Jurnal Abdimas (Journal of Community Service) CSR International Journal
Ummanah Ummanah, Ummanah
Universitas Esa Unggul
Religion Agriculture, Biological Sciences & Forestry Arts Humanities Chemical Engineering, Chemistry & Bioengineering Chemistry Civil Engineering, Building, Construction & Architecture Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Dentistry 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 Mechanical Engineering Medicine & Pharmacology Nursing Physics Public Health Social Sciences Transportation Other

Published : 35 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 2 Documents
Search
Journal : MBIA

 1 
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 A.A. Ketut Agung Cahyawan W Abi Saptadinata Ahmad Fuad Alfridho Yuliananda Alivia Yufitri Alivia Yulfitri Amadea Yohana Ana Susanti Yusman Ari Anggarani Winadi Prasetyoning Tyas Ari Anggarani Winadi Prasetyoning Tyas Ari Anggarani, Ari Ari AnggaraniWinadi Prasetyoning Tyas Ari Pambudi Arief Kusuma Ayu Larasati Binastya Anggara Sekti Budi Tjahjono Budilaksono, Sularso Budy Wiryawan Chairunnisa Nur Fitriani Dwi Rohman Soleh Dwi Setiyadi Dwi Wahyuningsih Dwi Wahyuningsih, Dwi Eka Bertuah Elvandari, Miliyantri Erry Yudhya Mulyani Erry Yudhya Mulyani Erry Yudhya Mulyani Euis Sadeli Febrianto, Haris Firdaus, M. Dzulfiqar Gaffara, Ghefra Rizkan Ganda Permana Hakim Rizki Alfaza Heriyanti Heriyanti Heriyanti, Heriyanti Ichwanudin, Muhammad Ikbal Rachmat Illah Sailah Imam Yuwono Indri Dithisari Irawan, Bambang Irianto, Sugeng Eko Iswadi Iswadi Iswadi Kundang Karsono Juman Laras Sitoayu Lestari, Khezia Nina Lista Meria Luki Kristina Malabay Malabay Mandar, Nurulhasna S Manurung, Alberth Supriyanto Maratis, Jerry Mariyana Widiastuti Marlya Fatira AK MF. Arrozi Adhikara Miliyantri Elvandari Muhamad Bahrul Ulum Muhammad Luthfi Mustika, Anindya Billa Nefianto, Tirton Nizirwan Anwar Nugroho, Tezar Mega Octaviani Anggraenita Panji Kuncoro Hadi Putri Ronitawati Raden Ayu Nurlinda Ratnawati Susanto Reza Fadhilla Ria Atmaja, Dodi Rian Adi Pamungkas Sa'pang, Mertien Safiani A. Faaroek Sagala, Relina Saputra, Sugiyono Selma Farhana Shahdila, Jani Shidiqah, Raysah Sadiyah Sidharta, Veranus Simbolon, Mardiana Syamsiar, Syamsiar Tarigan, Mazmur Tri Ismardiko Tyas, Ari Anggarani Winadi Prasetyoning Veby Husada Wahyuni, Yulia Widiyaningsih Widodo, Agung Mulyo Wijaya, Rahmat Yohanna Eka Putri br Girsang Yoseph Hari Pramono Yulhendri Yulhendri Yulia Handayani Zulidar, Nur Afni