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All Journal Journal of Telematics and Informatics Sinkron : Jurnal dan Penelitian Teknik Informatika Jurnal Informatika Jurnal Teknik Komputer AMIK BSI Jurnal Nasional Komputasi dan Teknologi Informasi JURIKOM (Jurnal Riset Komputer) Jurnal Mantik JOURNAL OF INFORMATION SYSTEM RESEARCH (JOSH) Journal of Computer System and Informatics (JoSYC) Jurnal Infortech TIN: TERAPAN INFORMATIKA NUSANTARA Infotek : Jurnal Informatika dan Teknologi RESOLUSI : REKAYASA TEKNIK INFORMATIKA DAN INFORMASI JPM: JURNAL PENGABDIAN MASYARAKAT Bulletin of Computer Science Research Journal of Informatics Management and Information Technology Journal of Social Responsibility Projects by Higher Education Forum KLIK: Kajian Ilmiah Informatika dan Komputer Jurnal ABDIMAS Budi Darma PROSISKO : Jurnal Pengembangan Riset dan observasi Rekayasa Sistem Komputer Journal of Informatics, Electrical and Electronics Engineering Jurnal Mitra Pengabdian Farmasi
Eva Zuraidah
Universitas Bina Sarana Informatika
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Journal : JOURNAL OF INFORMATION SYSTEM RESEARCH (JOSH)

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Analisa Kualitas Layanan Aplikasi Mobile Banking pada Nasabah Bjb Cabang Tangerang Menggunakan Metode Servqual Ageng Agti Prihatiningrum; Eva Zuraidah
Journal of Information System Research (JOSH) Vol 3 No 4 (2022): Juli 2022
Publisher : Forum Kerjasama Pendidikan Tinggi (FKPT)

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (468.775 KB) | DOI: 10.47065/josh.v3i4.1653

Abstract

Service quality is an important factor in competitive advantage in a company. The importance of service quality can help companies differentiate themselves from other companies. It can be seen that in the BJB bank mobile banking application service, there are still complaints and customer dissatisfaction, because there is still frequent maintenance on the BJB Mobile application, causing customer transactions to be disrupted and transaction failures. In addition to this, during the complaint process when a failed transaction occurs, the response given by the Bank must go through a lengthy process. The purpose of this study was to measure the quality of service that affects the level of customer satisfaction with the servqual method. Measurement of patient satisfaction was done by looking for samples with the Slovin method and obtained 98 respondents. Measurement of the level of customer satisfaction on the 5 dimensions of service quality of service, namely tangible, reliability, responsiveness, assurance, and empathy, and the average result of the gap between reality and customer expectations is -0.10. The gaps are grouped based on attributes using an IPA (Importance Performance Analysis) diagram with Tangible dimension results with a gap value of -0.11, Reliability with a gap value of -0.02, Responsiveness with a gap value of -0.06, Assurance with a gap of -0.01, and Empathy with a gap value of -0.31.
Analisis Kepuasan Terhadap Kualitas Pelayanan Bimbingan Belajar Pada Kursuspintar Menggunakan Metode Servqual Esa Listian Habib; Eva Zuraidah
Journal of Information System Research (JOSH) Vol 4 No 2 (2023): January 2023
Publisher : Forum Kerjasama Pendidikan Tinggi (FKPT)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47065/josh.v4i2.2721

Abstract

In providing the best service to students, there are several CoursePintar supervisors who have competencies according to their fields of expertise, this aims to create a good quality of service because good service quality will produce student satisfaction feedback. However, KursusPintar does not yet have a measurable evaluation in providing teaching and learning services, to find out the quality of tutoring services at KursusPintar, researchers evaluate the quality of services, teachers, facilities, tutoring places and information on course fees on the web is not displayed on KursusPintar, which must be inquired through the Whatsapp admin contact. Measurements were carried out using the Servqual method which then obtained 98 respondents resulting from the slovin method. Then a validity test was carried out with a Pearson N-2 correlation at a significance of 0.05 obtained r table 0.202. Then test the reability with Cronbach's Alpha with a value of 0.7. Measurement with servqual with 5 dimensions of service quality, namely tangible, reliability, responsiveness, assurance and empathy, which is then displaced based on Importance Performance Analisys (IPA) with the best gap value results that need to be maintained, namely Tangible (Physical Evidence) with a gap value of -0.078 where KursusPintar understands the facilities needed by KursusPintar service users and the highest priority gap that needs to be improved is Assurance (Guarantee) with a gap value of -0.374 where users of KursusPintar services still feel that learning activities at KursusPintar are still not conducive so that learning materials cannot be received properly
Co-Authors Abdul Goni Abdul Rahman Kadafi Achmad Rizqullah Blessar Ade Priyatna Ade Sutrisna Afika Kurnia Dewi Afrizal, Erlangga Shandy Ageng Agti Prihatiningrum Agung Primahadi Asta Agustin Ria Pratiwi Agustina, Menik Anna Agustine Prihatini, Virna Ahmad Anshori Ardani Ahmad Fio Nugraha Ahmad Sofyan Alby Sukmana Alfajar, Aditia Alfin Nugraha Amalia Vernanda Ananti Putri Safira Angga Prasetya Anggata, Aprio Riska Ani Oktarini Sari Annisa Rahmadiah Antonia Desya Aprilia Dimas Aprilia Dimas Sahid Aprilia Warat Arya Nibras Nayottama Sidiki Auliya Putri Amanda Aurellia, Nanditha Prena Bella, Sinta Besus Maula Sulthon Besus Maulana Bisabakti, Harry Budi Setiyanto Budyanto, Arifin Chaerul Bachri Chelsy Zanedfi Damar Nugraha Deni Kurniawan, Deni Dian Annisa Diaul Munir Dina Ayu Ariyani Dito Tri Ardana Ekky Dede Arlindra Nasution Eko Setia Budi Esa Listian Habib Esra Novalina Panjaitan Fadila S Ismail Fadila, Ahmad Hasan Farhanah, Elsa Filipus Nanda Kurniawan Firmansyah, Ilhan Fitriyani Fitriyani Fitriyani Pramitasari Fredy Rizqi Maulana Ghifary Rafy Pratama Guntur Hertanto Hafid Anhar Amiki Herliansyah Herliansyah Hotman Nicolas Badjo Indah Dwi Yuliyanti Ipin Sugiyarto Ipin Sugiyarto Isabel Ananda Istiana Wahidah Izza Maulida Jodi Hariyan Jodi Setiawan Jorddy, Jorddy Kartini, Bunga Kenji Ferdian Santosa Kevin Apriana Krishandi, Septa Remond Linda Marlinda Linda Marlinda M. Irfandi Malika Shakira Maranatha Magdalena Marsel, Marsel Matius Agustinus Meidita Nurul Farisi Melati Meyna Endah Lestari Meyti Lestari Mochammad Randika Mohamad Rifandi Akbar Mohammad Aswad Arifin Mohammad Faisol Muchlis Imam Santoso Muhamad Irfan Muhammad Achirudin Muhammad Rival Aziz Muhammad Vico Airlangga Muhammad Zayyid Mubarok Munawar, Achmad Mustafia Mustafia Novayanti, Deasy Nur Fadillah, Nur Nurjaman, Rifqi Gingin Nursalim, Fredrika Irmanielyn Nurul Fitri Amalia Nurwahid, Nurwahid Oke Rizki Abdullah Oky Kurniawan Pebro Vaulina Rajagukguk Perwitasari, Ayu Pramitasari, Fitriyani Prista Eriyanti Putra Ariyanto Putri, Chintya Amelia Qona’ah, A Raja Rahma Putri Rizqika Ramadhan, Muhammad Bagus Rana, Dipo Yudhis Rechal, Rechal Retno Widianingsih Ria, Rita Tasyahku Ridho Rafliansyah Riski Saputra Ristia Sekar Ayu Nur Afifah Rivaldi Muhamad Fitroh Rivaldo, Ahmad Rizky Maulana Ambya Rohman Rohman Roris, Renaldi Putra Ruth Handayani Said Ahmadi Said Imam Puro Samosir, Elen Togu Marito Sanwani Sanwani Sanwani SANWANI SANWANI, SANWANI Sari, Fiona Satriohaji, Fetrianko Septian Kharist Shulton, Besus Maulana Sindi Dwi Wahyuni Siti Indriane Maebari Siti Indriane Maebari Sugiyarto, Ipin Sukirno, Agustiani Sulton, Besus Maulana Suwito, Jajang Syafaat Akbar Syahputri, Haurora Rizki Tofani, Ego Umarella Tri Sentia Wahyu Indrarti Wahyu Muslimin Wahyudin Wahyudin Yantoni, Medi Yeni Nuraeni Yesi Damaryanti Yoki Feriano Yolanda Yolanda Yoseba Priscilla Simatupang Yuliana Trisna Yuliani Kartika Sasqia Putri