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All Journal Student Journal of Business and Management (SJBM)
Effed Darta Hadi
Magister Manajemen, Universitas Bengkulu
Economics, Econometrics & Finance

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Analisis Kualitas Pelayanan Pada Pelayanan Terpadu Satu Pintu (Ptsp) Pengadilan Negeri Bengkulu Endri Novian; Effed Darta Hadi; Yessy Elita
Student Journal of Business and Management Vol. 6 No. 1 (2023)
Publisher : Universitas Bengkulu

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33369/sjbm.v6i1.33185

Abstract

The aim of the research is to find out what the quality of the Bengkulu District Court's one-stop integrated service is and what criteria need to be improved based on priorities. The research approach is qualitative using a questionnaire distributed to selected samples. The method for analyzing the results of distributing questionnaires uses the calculation stages of Service Quality (Servqual), Importance Performance Analysis (IPA), and Potential Gain Customer Value (PGCV). The results of the research show that the perception of service users' expectations of the PTSP of the Bengkulu District Court is in the "Very High" category, namely with a value range of 4.39 - 4.75, while the perception of performance regarding the quality of PTSP services is PTSP. Bengkulu District Court's PTSP service as a whole received a response of "Very Satisfied" with a score range of 4.36 - 4.81. Based on the service quality gap analysis (Gap Analysis), it was found that 37.5% or 12 indicators were in a negative gap, where the physical evidence variable, reliability and guarantee variables each had 3 indicators, the responsiveness variable had 2 indicators and the empathy variable had 1 indicator. Based on the results of the IPA analysis, 7 indicators were found in Quadrant A, 14 indicators in Quadrant B, while in Quadrant C 5 indicators were found, and in Quadrant D 6 indicators were found.
Analisis Pengaruh Service Quality, Perceived Value Dan Institution Image Terhadap kepuasan Mahasiswa Universitas Bengkulu Kurniawan Saputra; Effed Darta Hadi; Sularsih Anggarawati
Student Journal of Business and Management Vol. 6 No. 2 (2023)
Publisher : Universitas Bengkulu

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33369/sjbm.v6i2.33192

Abstract

This research was conducted to obtain an overview of service quality at Bengkulu University by linking it to various aspects as implications of the implementation of quality services. The aim of this research is to analyze the influence of service quality, perceived value, and institutional image on student satisfaction at Bengkulu University. The population of this research is Bengkulu University students from various faculties who have studied for at least 2 semesters (third semester and above). The sampling method that collects data is purposive. The sample size was 268 respondents. The research results found that: 1) Service quality has a positive and significant influence on student satisfaction at Bengkulu University. This means that the better the quality of educational services, the better the satisfaction of Bengkulu University students. 2). Perceived value has a positive influence on student satisfaction at Bengkulu University. This means that if the perceived value increases, student satisfaction will increase. 3). The image of the institution has a positive effect on student satisfaction at Bengkulu University. This means that improving the image of the institution will have an impact on increasing student satisfaction at Bengkulu University. 4). Service quality, perceived value, and institutional image have a positive influence on Bengkulu University student satisfaction.
Pengaruh Kualitas Pelayanan (Offline) Dan Kualitas Digitalisasi Layanan (Online) Terhadap Kepuasan Peserta Pada Pt Taspen (Persero) Asep Slamet Riyadi; Effed Darta Hadi; Muhammad Rusdi
Student Journal of Business and Management Vol. 6 No. 2 (2023)
Publisher : Universitas Bengkulu

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33369/sjbm.v6i2.33193

Abstract

The purpose of this study is to determine the effect of service quality (offline) on customer satisfaction, also to determine the effect of quality of service digitization (online) on customer satisfaction. The type of research used in this research is quantitative research. The data collection tool used a questionnaire distributed to 196 respondents studied, namely, member of PT Taspen (Persero) Palembang and Bengkulu Branch. The questionnaire was distributed online via google form. The validity test used in this study is convergent validity and discriminant validity with PLS 3.2.9 software. The reliability test uses the Cronbach's Alpha dan Composite Reliability with PLS 3.2.9 software. The analysis method used is inner model tested with path coefficients and R-Square analysis, also outer model tested with t tested. The results of this study indicate that (1) service quality has a significant and positive effect on customer satisfaction for member of PT Taspen (Persero). This means that the better quality of service that more satisfaction of participants who use the direct services provided by employees of PT Taspen (Persero). (2) the quality of service digitization has and positive effect on customer satisfaction for participants of PT Taspen (Persero) but not significant. This means that the better the quality of service digitization, the higher level of customer satisfaction of participants who use digital services of PT Taspen (Persero) but the impact is not significant.
Analisis Faktor-Faktor Yang Mempengaruhi Terhadap Keputusan Penggunaan Shopee Paylatter Di Provinsi Bengkulu Hennie Vianora; Effed Darta Hadi; Muhammad Rusdi
Student Journal of Business and Management Vol. 6 No. 2 (2023)
Publisher : Universitas Bengkulu

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33369/sjbm.v6i2.33194

Abstract

This research aims to determine whether there is an influence of Paylater payments on the desire to use Shopee Paylatter in Bengkulu province. This research uses five variables, namely one dependent variable (Y) and four independent variables (X). variable Y is intention to use, variable X1 is convenience, variable X2 is benefit, variable X3 is risk and variable X4 is trust. Data collection was carried out using a questionnaire to 169 respondents. To see the influence of the independent variable on the dependent variable, the analysis was carried out using multiple linear regression analysis. The results of the research state that variable X1 (comfort) has a coefficient of 0.374, variable X2 (comfort) has a coefficient of 0.628 and variable ) has a coefficient of -0.493. The three variables that give positive values indicate that the comfort, benefit and trust variables have a positive influence on the desire to use the Shopee Paylatter application. On the other hand, variable X3 (risk) can have a negative influence on consumers' desire to use the Shopee Paylatter application. The independent variables, namely variables X1 (comfort), X2 (benefits), and X4 (trust) in this study show a significant influence on variable Y (intention to use). With a value for each variable of 0.000 (> alpha 0.05), and variable X4 (trust) which has an insignificant effect is 0.455
Pengaruh Celebrity Endorser Dan Brand Image Terhadap Keputusan Pembelian Konsumen Di- Youtube untuk Produk Kosmetik Wardah Dan Maybelline Di Kota Bengkulu Daniel Edy Susanto; Kamaludin; Effed Darta Hadi; Rina Suthia Hayu; Berto Usman
Student Journal of Business and Management Vol. 6 No. 2 (2023)
Publisher : Universitas Bengkulu

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33369/sjbm.v6i2.33454

Abstract

Saat ini gaya hidup masyarakat khususnya generasi X mengalami perubahan seiring dengan pesatnya perkembangan teknologi di era digital. Hal ini terlihat pada sistem pembayaran dari era tradisional hingga era digital. Penelitian ini bertujuan untuk mengidentifikasi faktor-faktor penentu utama adopsi mobile banking generasi X di Indonesia dengan teori Technology Acceptance Model 2 (TAM 2), yang diperluas dengan menambahkan konstruk norma subjektif dan kepercayaan. Penelitian ini mengadaptasi pendekatan kuantitatif dengan menggunakan metode survei untuk proses pengumpulan datanya. Sampel penelitiannya adalah generasi X di Indonesia yang menggunakan mobile banking. Lembar kuesioner yang digunakan berupa link dan barcode disebar secara acak melalui media sosial. Sampel penelitian yang dikumpulkan sebanyak 224 responden. Metode analisis data menggunakan PLS-SEM untuk mengetahui hipotesis penelitian. Hasil penelitian adalah persepsi kemudahan penggunaan dan kepercayaan berpengaruh positif signifikan terhadap niat berperilaku. Sedangkan persepsi manfaat dan norma subjektif tidak berpengaruh positif signifikan terhadap niat berperilaku. Di sisi lain, persepsi kemudahan penggunaan juga berpengaruh positif signifikan terhadap persepsi kegunaan. Penelitian ini juga menunjukkan bahwa niat berperilaku memiliki dampak positif yang signifikan terhadap penggunaan aktual. Temuan penelitian ini memiliki implikasi penting dalam pengembangan aplikasi mobile banking untuk generasi X di Indonesia.
Co-Authors Asep Slamet Riyadi Berto Usman Daniel Edy Susanto Endri Novian Hennie Vianora Kamaludin Kurniawan Saputra Muhammad Rusdi Rina Suthia Hayu Sularsih Anggarawati Yessy Elita