DETERMINAN DARI NILAI PELAYANAN DAN CITRA INSTITUSI SISTEM NSW DI INDONESIA - Nandan Limakrisna; Subagiyo Ali Mardo (MIX: JURNAL ILMIAH MANAJEMEN, 2016)
Abstract : The purpose of this research is to know and analyze the effects of perceivedservice quality, relationship quality, and service delivery process on service value, and it’simplication on institutional image. The population in this research were business customers(companies) NSW system users. The research method employed in this research isdescriptive survey method and explanatory survey with sample size of 300 respondents, andthe data analysis method employed is SEM (Structural Equation Modeling). The researchfindings are as follows: the perceived service quality does not affect on the service value. Therelationship quality has positive and significant effects on the service value. The servicedelivery process has positive and significant effect on the service value. The perceivedservice quality, the relationship quality and the service delivery process have positive andsignificant effect on the service value. Partially, the service delivery process has the mostdominant effect on the service value. The perceived service quality, relationship quality,service delivery process and service value have positive and significant effects on theinstitutional image. Partially service value has the most dominant effects on the institutionalimage.Keywords : Perceived Service Quality, Relationship Quality, Service Delivery Process,Service Value, Institutional imageAbstrak : Tujuan penelitian ini adalah untuk mengetahui dan menganalisis pengaruhkualitas pelayanan yang dirasakan, kualitas kerelasian, dan proses penyampaian pelayananterhadap nilai pelayanan secara implikasnya terhadap citra institusi. Populasi dalampenelitian ini adalah para pelanggan bisnis (perusahaan) pengguna sistem NSW. Metodepenelitian yang digunakan dalam penelitian ini adalah metode survei deskriptif dan surveieksplanatori dengan ukuran sampel sebesar 300 responden, serta metode analisis data yangdigunakan adalah SEM (Structural Equation Modeling). Temuan penelitian sebagai berikutkualitas pelayanan yang dirasakan tidak berpengaruh terhadap nilai pelayanan. Kualitaskerelasian berpengaruh positif dan signifikan terhadap nilai pelayanan. Proses penyampaianpelayanan berpengaruh positif dan signifikan terhadap nilai pelayanan. Kualitas pelayananyang dirasakan, kualitas kerelasian dan proses penyampaian pelayanan secara bersama-samaberpengaruh positif dan signifikan terhadap nilai pelayanan. Secara parsial prosespenyampaian pelayanan paling dominan berpengaruh terhadap nilai pelayanan. Kualitaspelayanan yang dirasakan, kualitas kerelasian, proses penyampaian pelayanan dan nilaipelayanan secara bersama-sama berpengaruh positif dan signifikan terhadap citra institusi.Secara parsial nilai pelayanan paling dominan berpengaruh terhadap citra institusi.Kata Kunci: Kualitas Pelayanan yang Dirasakan, Kualitas Kerelasian, ProsesPenyampaian Pelayanan, Nilai Pelayanan, Citra Institusi