ABSTRAK. Kata-kata kunci: Argo Parahyangan, Kualitas Layanan, Keunggulan Bersaing, Lima Dimensi Kualitas Layanan, Tiga Dimensi Keunggulan Bersaing
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- Yuliana Darmali
- 5 tahun lalu
- Tontonan:
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1 x ABSTRACT PT. Indonesian Railways as a public service company provider of rail transportation services also affected by economic shocks. Under conditions of competition are very strict transport business, maintaining customer satisfaction is one way to maintain the existence of the company. Therefore, PT. Indonesian Railways need to think and determine the appropriate steps in order to improve the quality of care. Argo Parahyangan Railway is one of the flagship passenger train PT. Indonesian Railways which operates in the area of operations I and II ( London and New York) have experienced a decline in the percentage of passenger numbers in recent years. The purpose of this study was to determine customer satisfaction in service quality Railways Argo Parahyangan today, knowing the factors that lead to low public confidence in the use of PT services. Kereta Api Indonesia ( Persero ) in particular Railways Argo Parahyangan, and determine whether there are significant quality of service at a competitive advantage which is owned by PT. KAI. In this study there are five dimensions in service quality variables and 3 dimensions in a variable of competitive advantage. The samples in this study were 200 respondents. Processing data using SPSS version 16 software and hypothesis testing using simple regression analysis. From the research that has been carried on, the conclusions that can be taken is that there is very little effect between quality of service and competitive advantage PT. KAI with sig = 0.182> 0.05 which indicates the quality of service does not affect the competitive advantage. it could be concluded that the absence of the influence of the quality of service at a competitive advantage in PT. KAI. Key words : Argo Parahyangan, Service Quality, Competitive Advantage, Five Dimensions of Service Quality, Three Dimensions of Competitive Advantage.
2 ABSTRAK PT. Kereta Api Indonesia sebagai perusahaan pelayanan publik penyedia jasa transportasi kereta api turut terkena imbas goncangan perekonomian. Dalam kondisi persaingan bisnis transportasi yang sangat ketat, mempertahankan kepuasan pelanggan merupakan salah satu cara untuk mempertahankan eksistensi perusahaan. Maka dari itu, PT. Kereta Api Indonesia perlu memikirkan dan menentukan langkah yang tepat dalam upaya meningkatkan kualitas pelayanan. Kereta Api Argo Parahyangan merupakan salah satu kereta api penumpang andalan PT. Kereta Api Indonesia yang beroperasi di daerah operasi I dan II (Bandung dan Jakarta) telah mengalami penurunan persentase jumlah penumpang dalam beberapa tahun belakangan ini. Tujuan penelitian ini adalah untuk mengetahui kepuasan konsumen dalam kualitas jasa Kereta Api Argo Parahyangan saat ini, serta mengetahui apakah terdapat pengaruh kualitas layanan pada keunggulan bersaing yang dimiliki oleh PT. KAI. Dalam penelitian ini terdapat 5 dimensi dalam variabel kualitas layanan dan 3 dimensi dalam variabel keunggulan bersaing. Sampel dalam penelitian ini sebanyak 200 responden. Pengolahan data menggunakan perangkat lunak SPSS versi 16 dan pengujian hipotesis menggunakan analisis regresi sederhana. Dari penilitian yang telah di laksanakan, hasil kesimpulan yang dapat di ambil adalah adanya pengaruh yang sangat kecil antara kualitas layanan dan keunggulan bersaing PT. KAI dengan nilai sig = > 0.05 yang menunjukan kualitas layanan tidak berpengaruh pada keunggulan bersaing. maka didapat kesimpulan bahwa tidak terdapatnya pengaruh antara kualitas layanan pada keunggulan bersaing di PT. KAI. Kata-kata kunci: Argo Parahyangan, Kualitas Layanan, Keunggulan Bersaing, Lima Dimensi Kualitas Layanan, Tiga Dimensi Keunggulan Bersaing
3 DAFTAR ISI Halaman HALAMAN JUDUL... i HALAMAN PENGESAHAN... ii SURAT PERNYATAAN KEASLIAN SKRIPSI... iii SURAT PERNYATAAN PENELITIAN TIDAK MENGGUNAKAN PERUSAHAAN... iv PERNYATAAN PUBLIKASI LAPORAN PENELITIAN... v KATA PENGANTAR... vi ABSTRACT...ix ABSTRAK....x DAFTAR ISI...xi BAB I PENDAHULUAN 1.1. Latar Belakang Identifikasi Masalah Tujuan Penelitian Kegunaan Penelitian... 4 BAB II KAJIAN PUSTAKA 2.1. Pengertian Jasa Karakteristik Jasa... 5 i
4 Klasifikasi Jasa Kualitas Jasa Kualitas Pelayanan Pengertian Kualitas Jasa Faktor-faktor yang Mempengaruhi Kualitas Layanan Keunggulan Bersaing Kerangka Teoritis Rerangka Pemikiran Pengembangan Hipotesis Model Penelitian...21 BAB III METODE PENELITIAN 3.1. Jenis Penelitian Populasi dan Sampel Operasional Variable Metode Pengumpulan Data Desain Data Analisis Pengujian Validitas dan Reliabilitas Uji Validitas Uji Reliabilitas Uji Asumsi Klasik Uji Normalitas Uji Heterokedastisitas Metode Analisis Data...30 i i
5 x BAB IV HASIL DAN PEMBAHASAN 4.1. Analisis Deskriptif dan Penelitian Variabel Kualitas Pelayanan (X) Sub Variabel Tangibles Sub Variabel Reliability Sub Variabel Responsiveness Sub Variabel Assurance Sub Variabel Emphaty Variable Keunggulan Bersaing Variable Low Cost Strategy Sub Variabel Differentiation Variabel Focus Strategy Hasil Pengujian Validitas dan Reliabilitas Uji Validitas Uji Reliabilitas Instrumen Penelitian Uji Reliabilitas Variable Kualitas Pelayanan (X) Uji Reliabilitas Sub Variabel Keunggulan Bersaing (Y) Uji Asumsi Klasik Uji Normalitas Data Uji Heterokedatisitas Regresi Linier Sederhana Analisis Koefisien Determinasi Uji Hipotesis...58 i i i
6 BAB V SIMPULAN DAN SARAN 5.1. Kesimpulan Saran Implikasi Kebijaksanaan Saran Penelitian Yang Akan Datang...61 DAFTAR PUSTAKA...62 LAMPIRAN...65 CURRICULUM VITAE PENELITI i v
7 v DAFTAR GAMBAR Halaman Gambar 1 Rerangka Teoritis Gambar 2 Rerangka Pemikiran Gambar 3 Hipotesis Penelitian Gambar 4 Hasil Uji Heterokedastisitas... 54
8 v i DAFTAR TABEL Halaman Tabel I Definisi Operasional Variabel Tabel II Persepsi Respondrn Tentang Pertanyaan Tangible Tabel III Persepsi Respondrn Tentang Pertanyaan Tangible Tabel IV Persepsi Respondrn Tentang Pertanyaan Reliability Tabel V Persepsi Respondrn Tentang Pertanyaan Reliability Tabel VI Persepsi Respondrn Tentang Pertanyaan Reliability Tabel VII Persepsi Respondrn Tentang Pertanyaan responsiveness Tabel VIII Persepsi Respondrn Tentang Pertanyaan responsiveness Tabel IX Persepsi Respondrn Tentang Pertanyaan Assurance Tabel X Persepsi Respondrn Tentang Pertanyaan Assurance Tabel XI Persepsi Respondrn Tentang Pertanyaan Emphaty Tabel XII Persepsi Respondrn Tentang Pertanyaan Low Cost Strategy Tabel XIII Persepsi Respondrn Tentang Pertanyaan Differentiation Tabel XIV Persepsi Respondrn Tentang Pertanyaan Differentiation Tabel XV Persepsi Respondrn Tentang Pertanyaan Differentiation Tabel XVI Persepsi Respondrn Tentang Pertanyaan Focus Strategy Tabel XVII Persepsi Respondrn Tentang Pertanyaan Focus Strategy Tabel XVIII Hasil Uji Validitas Tabel XIX Hasil Uji Reliabilitas Variable X Tabel XX Hasil Uji Reliabilitas Variable Y... 52
9 v Tabel XXI Hasil Uji Normalitas...53 Tabel XXII Hasil Uji Nilai Koefisien Determinasi...56 Tabel XXIII Analisis Koefisien Determinasi...57 Tabel XXIV Pengujian Hipotesis...58 i i
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ABSTRACT. viii Universitas Kristen Maranatha
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ABSTRACT The purpose of this research is to analyze the factors which affect the quality of audit s result in Public Accounting Firm. This research is important to be done because the increase of financial
ABSTRACT. THE ADVANTAGE OF MANAGEMENT CONTROL SYSTEM TO INCREASE EMPLOYEE WORK PERFORMANCE (case study at PT. KAI, Bandung)
ABSTRACT THE ADVANTAGE OF MANAGEMENT CONTROL SYSTEM TO INCREASE EMPLOYEE WORK PERFORMANCE (case study at PT. KAI, Bandung) An organization comprises a group of people working together to achieve certain
ABSTRACT. Keywords: Quality of Customer Contact Centre, Satisfaction, Trust, Affective Commitment, Loyalty.
ABSTRACT In developing the relational ties, the company must have a strong customer relationship quality that will have an impact on customer loyalty. This study uses the variable sub relationship quality:
Keywords: Information Systems Salaries and Wages, Salaries and Wages Accuracy
ABSTRACT Payroll and remuneration systems is one of the largest and most important component in the accounting information system. Payroll and wage system must be designed to comply with government regulations
ABSTRAK. Universitas Kristen Maranatha
ABSTRAK PT Kereta Api Indonesia sebagai perusahaan pelayanan publik penyedia jasa transportasi kereta api turut terkena imbas goncangan perekonomian. Dalam kondisi persaingan bisnis transportasi yang sangat
Kata-kata kunci: Kualitas pelayanan jasa dan kepuasan konsumen
ABSTRAK Perusahaan yang bergerak di bidang jasa seperti perhotelan memerlukan faktorfaktor pendukung untuk menarik minat para konsumen agar mau menggunakan jasa yang ditawarkan. Kualitas pelayanan jasa
TUTIK NURANI P
PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PENGGUNA JASA RAWAT INAP DI RSUD Dr. MOEWARDI TESIS Diajukan Kepada Program Magister Manajemen Universitas Muhammadiyah Surakarta untuk Memenuhi Salah Satu
Kata kunci: citra merek, kualitas produk, dan keputusan pembelian
ABSTRAK Keputusan pembelian merupakan kegiatan individu yang secara langsung terlibat dalam pengambilan keputusan untuk melakukan pembelian terhadap produk yang ditawarkan oleh penjual. Citra merek adalah
ABSTRAK. Kata kunci : rasio leverage, market size, return saham. viii. Universitas Kristen Maranatha
ABSTRAK Investor melakukan investasi dengan harapan memperoleh return di masa mendatang, tetapi return tersebut seringkali tidak dapat diprediksi secara tepat karena selalu ada risiko di setiap investasi.
ABSTRAK ANALISIS PENGARUH DIMENSI BAURAN PROMOSI TERHADAP LOYALITAS PASIEN DI RUMAH SAKIT GIGI DAN MULUT MARANATHA BANDUNG
ABSTRAK ANALISIS PENGARUH DIMENSI BAURAN PROMOSI TERHADAP LOYALITAS PASIEN DI RUMAH SAKIT GIGI DAN MULUT MARANATHA BANDUNG Rumah Sakit Gigi dan Mulut Maranatha merupakan salah satu RSGM termuda di kota
ABSTRACT. Keywords: Junior auditor, job satisfaction, and supervision measures. viii. Universitas Kristen Maranatha
ABSTRACT Junior auditor job satisfaction is strongly influenced by the actions of supervision. Good supervision course of action will produce a good job satisfaction, where it can cope with things that
DAFTAR ISI... ABSTRAK... ABSTRACT... KATA PENGANTAR... UCAPAN TERIMA KASIH... DAFTAR TABEL... DAFTAR GAMBAR... DAFTAR LAMPIRAN...
viii DAFTAR ISI ABSTRAK... ABSTRACT... KATA PENGANTAR... UCAPAN TERIMA KASIH... DAFTAR ISI... DAFTAR TABEL... DAFTAR GAMBAR... DAFTAR LAMPIRAN... i ii iii iv viii xiii xvii xviii BAB I PENDAHULUAN 1.1
Keywords: Goal-Setting Process, System Award, Achievement
ABSTRACT Process in achieving corporate goals is the responsibility of every individual in the company. There are three factors that help limit the development of the concept of goal setting. First, the
ABSTRAK. Kata kunci: Nomor Pokok Wajib Pajak (NPWP), kepatuhan Wajib Pajak. Ix Universitas Kristen Maranatha
ABSTRAK Penelitian ini bertujuan untuk mengetahui seberapa besar pengaruh kepemilikan Nomor Pokok Wajib Pajak (NPWP) terhadap kepatuhan Wajib Pajak. Penelitian ini menggunakan data primer yang bersumber
ABSTRAK. Kata Kunci: Faktor-Faktor Suasana Toko, Kualitas Pelayanan yang Dipersepsikan, Perilaku Pendekatan
ABSTRAK Penelitian ini bertujuan untuk membuktikan pengaruh dari Faktor-Faktor Suasana Toko dan Kualitas Pelayanan yang Dipersepsikan pada Perilaku Pendekatan. Penelitian ini dilatarbelakangi oleh 4 fenomena
Kata kunci: Kompetensi, Independensi, Kualitas Audit, Etika Auditor
ABSTRAK Penelitian ini bertujuan untuk mengetahui pengaruh kompetensi dan independensi terhadap kualitas audit dengan etika audit sebagai variabel moderasi. Penelitian inii dilakukan di 2 (dua) KAP di
ABSTRACT. Key words: management control system, knowledge management, resource-based view theory. vii
ABSTRACT Knowledge has become one of the most important asset in organization in this information era, because knowledge has tremendous influence in determining the progress of an organization. This is
PENGARUH KUALITAS PELAYANAN ADMINISTRASI TERHADAP TINGKAT KEPUASAN MAHASISWA JURUSAN ADMINISTRASI BISNIS POLITEKNIK NEGERI SRIWIJAYA
PENGARUH KUALITAS PELAYANAN ADMINISTRASI TERHADAP TINGKAT KEPUASAN MAHASISWA JURUSAN ADMINISTRASI BISNIS POLITEKNIK NEGERI SRIWIJAYA LAPORAN AKHIR Dibuat Untuk Memenuhi Syarat Menyelesaikan Pendidikan
ABSTRACT. The paper title is effects of ticket services quality Primajasa Tour to
ABSTRACT The paper title is effects of ticket services quality Primajasa Tour to customer satisfaction on wearing travel service Primajasa Tour Bandung Jakarta. Quality service is on level expected perfection
ABSTRAK. Kata kunci : audit, audit operasional, kinerja karyawan. iv Universitas Kristen Maranatha
ABSTRAK Karyawan merupakan salah satu sumber daya utama pada perusahaan yang perlu diperhatikan kinerjanya dalam rangka meningkatkan kemampuan perusahaan untuk bersaing pada era globalisasi ini. Kinerja
ABSTRACT. Key words : Job duties and responsibilities, advancement training and supervisor, and personal concern. viii. Universitas Kristen Maranatha
ABSTRACT As the great number of cases happening to the profession of public accountants cause the decreasing trust of the public to the profession of an auditor. This research discusses about how the influence
ABSTRACT. Keywords: Motivation, Tax Knowledge, Taxpayer compliance. vii. Universitas Kristen Maranatha
ABSTRACT The purpose of this research is to examine whether there is influence between motivation and knowledge of taxation on tax compliance. In this study, researchers divided the problem into three
ABSTRACT. Keywords: Leadership style, financial compensantion, and employee performance. viii
ABSTRACT Employee performance variable (Y) is an important aspect in an organization, because it can determine the capability, productivity and service levels that can in target them. Leadership style
ABSTRACT. Keywords : Influence Leadership, Employee Performance. viii. Universitas Kristen Maranatha
ABSTRACT In the era of globalization and free trade agreements that occurred in parts of the world at this time led to competition in the economy is increasing. This has led to increased competition among
ABSTRACT. Keyword : work stress, work performance, labor conflict, workload, working time, leadership influence. Universitas Kristen Maranatha
ABSTRACT The purpose of this study was to determine the effect of work stress on work performance of employees in PT Pos Indonesia Bandung, next is to determine whether the stress of work consisting of
ABSTRAK. Kata kunci : kualitas pelayanan, harga, kepuasan pelanggan. viii
ABSTRAK Tujuan dari penelitian ini adalah untuk mengetahui adanya pengaruh kualitas pelayanan dan harga terhadap kepuasan pelanggan PT Go-Jek Indonesia di kota Bandung secara parsial dan simultan. Variabel
ABSTRACT. Keywords: Deferred tax expense, tax planning, and earnings management. viii. Universitas Kristen Maranatha
ABSTRACT The purpose of this study is to determine how much influence the deferred tax expense and tax planning for earnings management practices either partially or simultaneously. Samples used in this
ABSTRACT. Keywords : Mc Donald s, Brand Image, Consumer Buying Interest. Universitas Kristen Maranatha
ABSTRACT At this time, human life can not be separated from the role of the brand that makes the brand become the critical success factors of the process of product sales. For that each company seeking
ABSTRACT. Keywords: Operational Audit, Effectiveness, Health Care, Inpatient, Hospital. viii. Universitas Kristen Maranatha
ABSTRACT There is a case on the issue of professionalism hospital that cause unwanted things. In Indonesia, medical malpractice brought to criminal proceedings fairly uncommon or very few that are not