Analisis Kepuasan Pelayanan Keuangan Berdasarkan Kemampuan Kerja, Prosedur Pelayanan, dan Kualitas Pelayanan
Abstract
This study aims to determine the influence of work capability, service procedures and service quality on service satisfaction in the Sub Division of Finance, Faculty of Sports Science, Universitas Negeri Semarang (UNNES). Quantitative research is used in research. The number of respondents to the study was 248 persons and taken with simple random sampling techniques. The questionnaire, interview, and observation methods are methods in collecting data for this research. The results found that work capability has a significance of 0.000, service procedures have a significance of 0.001, and service quality has a significance of 0.000. Thus, all independent variables, namely work capability, service procedures, and quality of service, significantly influence the satisfaction of financial services in the Sub Division of Finance at Faculty of Sports Science, UNNES. Service satisfaction will create customer trust, so institutions need to pay attention to the components that affect it, such as the work capabilities of employees, service procedures, and quality of service. Therefore, this research dramatically contributes to the sustainability of quality services and satisfies customers at the Faculty of Sports Sciences, UNNES.
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References
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Susanty, G. A. (2012). Pengaruh Kemampuan Kerja dan Kualitas Layanan Pegawai Terhadap Kepuasan Nasabah BNI Cabang UPI. Jurnal Ilmu Manajemen Dan Bisnis, 3(1), 56. https://doi.org/10.17509/jimb.v3i1.13094
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Wahyuni, R. (2019). Prosedur Pelayanan Terhadap Kepuasan Pelanggan Pada Indomaret Tugu Cimanggis. Abiwara : Jurnal Vokasi Administrasi Bisnis, 1(1), 18–27. https://doi.org/10.31334/abiwara.v1i1.498
Ali, B, J. (2020). Impact of COVID-19 on consumer buying behavior toward online shopping in Iraq. Economic Studies Journal, 18(42), 267–280. Retrieved from https://www.asjp.cerist.dz/en/article/134070
Ali, B, J. (2021). Impact of consumer animosity, boycott participation, boycott motivation, and product judgment on purchase readiness or aversion of Kurdish consumers in Iraq. Journal of Consumers Affaires, 1–20. https://doi.org/https://doi.org/10.1111/joca.12350
Ali, B. J., Gardi, B., Othman, B. J., Ahmed, S. A., Ismael, N. B., Hamza, P. A., … Anwar, G. (2021). Hotel Service Quality: The Impact of Service Quality on Customer Satisfaction in Hospitality. International Journal of Engineering, Business and Management, 5(3), 14–28. https://doi.org/10.22161/ijebm.5.3.2
Ali, B. J., Saleh, P. F., Akoi, S., Abdulrahman, A. A., Muhamed, A. S., Noori, H. N., & Anwar, G. (2021). Impact of Service Quality on the Customer Satisfaction: Case study at Online Meeting Platforms. International Journal of Engineering, Business and Management, 5(2), 65–77. https://doi.org/10.22161/ijebm.5.2.6
Alshurideh, M., Gasaymeh, A., Ahmed, G., Alzoubi, H., & Kurd, B. Al. (2020). Loyalty program effectiveness: Theoretical reviews and practical proofs. Uncertain Supply Chain Management, 8(3), 599–612. https://doi.org/10.5267/j.uscm.2020.2.003
Alzoubi, H., Alshurideh, M., Kurdi, B. Al, & Inairat, M. (2020). Do perceived service value, quality, price fairness and service recovery shape customer satisfaction and delight? A practical study in the service telecommunication context. Uncertain Supply Chain Management, 8(3), 579–588. https://doi.org/10.5267/j.uscm.2020.2.005
Anggraini, R., Paranoan, D. B., & Jauchar. (2019). Pengaruh kemampuan kerja pegawai terhadap kepuasan masyarakat dalam pelayanan publik di Kantor Kecamatan Longkali Kabupaten Paser. EJournal Pemerintahan Integratif, 7(1), 82–91.
Arie Sulistyawati, N., & Seminari, N. (2015). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Restoran Indus Ubud Gianyar. E-Jurnal Manajemen Universitas Udayana, 4(8), 250437.
Asante, E., & Ngulube, P. (2020). Critical success factors for total quality management implementation and implications for sustainable academic libraries. Library Management, 41(6–7), 545–563. https://doi.org/10.1108/LM-02-2020-0017
Ayvaci, H. S., & Devecioǧlu, Y. (2010). Computer-assisted instruction to teach concepts in pre-school education. Procedia - Social and Behavioral Sciences, 2(2), 2083–2087. https://doi.org/10.1016/j.sbspro.2010.03.285
Demir, A., Maroof, L., Sabbah Khan, N. U., & Ali, B. J. (2020). The role of E-service quality in shaping online meeting platforms: a case study from higher education sector. Journal of Applied Research in Higher Education. https://doi.org/https://doi.org/10.1108/JARHE-08-2020-0253
Gustiana, R. (2017). Pengaruh Kemampuan Kerja Pegawai Dan Kualitas Pelayanan Publik Terhadap Kepuasan Masyarakat Dalam Menerima Pelayanan Publik Di Kecamatan Karawaci Kota Tangerang. Jurnal Mozaik, 9(1), 26–34. https://doi.org/10.33592/perspektif.v2i1.566
Hanafi, H. M., & Ibrahim, S. B. (2018). The Impact of Employee Attitude on Service Performance. The International Journal of Humanities & Social Studies, 6(12). https://doi.org/10.24940/theijhss/2018/v6/i12/hs1812-013
Ismayli, & Zulkifli. (2020). Pengaruh kualitas pelayanan, prosedur pembiayaan dan kualitas produk terhadap kepuasan nasabah (Studi pada Baitul Qiradh Syariah Peusangan Kabupaten Bireuen). JRR, 2(2), 20–30.
Kurdi, B. Al, Alshurideh, M., & Alnaser, A. (2020). The impact of employee satisfaction on customer satisfaction: Theoretical and empirical underpinning. Management Science Letters, 10(15), 3561–3570. https://doi.org/10.5267/j.msl.2020.6.038
Mahmudi. (2012). Manajemen Kinerja Sektor Publik. Yogyakarta: UPP AMP YKPN.
Mukti, T. C. (2017). Pengaruh standar operasional prosedur (SOP) pelayanan terhadap kepuasan konsumen. JMK (Jurnal Manajemen Dan Kewirusahaan), 2(1), 14–26.
Najmi, F. (2017). Pengaruh keandalan dan prosedur pelayanan terhadap kepuasan masyarakat pada Kantor Urusan Agama Liang Anggang Kota Banjarbaru. JIEB (Jurnal Ilmiah Ekonomi Bisnis), 3(2), 251–263.
Obeidat, B. Y., Sweis, R. J., Zyod, D. S., Masa’deh, R. (Moh’d T., & Alshurideh, M. (2012). The Effect of Perceived Service Quality on Customer Loyalty in Internet Service Providers in Jordan. Journal of Management Research, 4(4). https://doi.org/10.5296/jmr.v4i4.2130
Powton, M. (2018). Everything You Need To Know About Customer Satisfaction. Retrieved 8 July 2021, from http://customerthink.com/everything-youneed-to-know-about-customer-satisfaction/
Prasastono, N. (2015). Pengaruh personality dan kemampuan kerja karyawan terhadap kepuasan tamu pada Hotel Grand Surya Kediri. Prosiding Seminar Nasional Multi Disiplin Ilmu & Call for Papers Unisbank (Sendi_U, 978–979.
Putra, D. G., Pratiwi, R. N., & Trisnawati. (2015). ( Studi pada Dinas Kependudukan dan Pencatatan Sipil Kota Blitar ). Jurnal Administrasi Publik (JAP), 3(12), 2118–2122.
Rezha, F. (2013). Analisis Pengaruh Kualitas Pelayanan Publik Terhadap Kepuasan Masyarakat (Studi Tentang Pelayanan Perekaman Kartu Tanda Penduduk Elektronik (E-KTP) Di Kota Depok). Jurnal Administrasi Publik Mahasiswa Universitas Brawijaya, 1(5), 981–990.
Root, J. R., Stevenson, B., & Davis, L. L. (2018). Computer-Assisted Instruction to Teach Academic Skills. In Encyclopedia of Autism Spectrum Disorders. https://doi.org/10.1007/978-3-319-91280-6_102212
Sheikholeslam, M. N., & Emamian, S. (2016). TQM and Customer Satisfaction towards Business Excellence. International Journal of Learning Management Systems, 4(1), 35–42. Retrieved from http://dx.doi.org/10.18576/ijlms/040105
Susanty, G. A. (2012). Pengaruh Kemampuan Kerja dan Kualitas Layanan Pegawai Terhadap Kepuasan Nasabah BNI Cabang UPI. Jurnal Ilmu Manajemen Dan Bisnis, 3(1), 56. https://doi.org/10.17509/jimb.v3i1.13094
Talib, F., Asjad, M., Attri, R., Siddiquee, A. N., & Khan, Z. A. (2019). Ranking model of total quality management enablers in healthcare establishments using the best-worst method. TQM Journal, 31(5), 790–814. https://doi.org/10.1108/TQM-04-2019-0118
Top, C., & Ali, B. J. (2021). Customer satisfaction in online meeting platforms: Impact of efficiency, fulfillment, system availability, and privacy. Amazonia Investiga, 10(38), 70–81. https://doi.org/https://doi.org/10.34069/AI/2021.38.02.7
Wahyuni, R. (2019). Prosedur Pelayanan Terhadap Kepuasan Pelanggan Pada Indomaret Tugu Cimanggis. Abiwara : Jurnal Vokasi Administrasi Bisnis, 1(1), 18–27. https://doi.org/10.31334/abiwara.v1i1.498
Published
2022-03-27
Section
Articles
