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ANALISIS KEPUASAN PELANGGAN PADA PELAYANAN UNIT TOKO/UKM MART KOPERASI PEGAWAI NEGERI (KPN) KANTOR GUBERNUR KALIMANTAN BARAT

JURNAL MANAJEMEN MOTIVASI Vol 13, No 2 (2017): Jurnal Manajemen Motivasi (Oktober)
Publisher : Universitas Muhammadiyah Pontianak

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Abstract

ABSTRAKPenelitian ini untuk menganalisis  kepuasan konsumen pada Unit Toko/ UKM Mart Kantor Gubernur Kalimantan Barat yang beralamat di Jl. Ayani Komplek Perkantoran Gubernur Kalimantan Barat. Penelitian ini mengunakan motede survey, yaitu menggunakan observasi, wawancara, kuesioner sebagai alat untuk mengumpulkan data.Variabel  penelitian mengunakan lima dimensi kualitas jasa yang terdiri dari Bukti fisik (Tangible), Keandalan (Reability), Daya Tanggap (Responsiness), Jaminan (Assurance), Empati (Emphaty) melalui beberapa pertanyaan kuesiner. Teknik analisis data menggunakan diagram kartesius.  Hasil analisis  tingkat harapan (Y) dan kinerja yang dirasakan (X)  memperlihatkan  bahwa pelanggan merasa kurang puas dengan kinerja yang diberikan oleh UKM Mart. Ketidakpuasan ini tercemin dari tingkat  harapan (Y) rata- rata sebesar 4,27 dan nilai Kinerja  (X) rata - rata  sebesar 3,56. Artinya, bahwa nilai kinerja pelayanan yang diberikan lebih rendah dibandingkan dengan tingkat harapan responden, sehingga pelanggan kurang puas  dengan  pelayanan  yang  diberikan  oleh Unit Toko/ UKM Mart.Kata kunci: Kepuasan Pelanggan, Kualitas Jasa, Kinerja, Harapan ABSTRACTThis research is to analyze customer satisfaction of UKM Mart at Governor Office of West Kalimantan which located at Jl. Ayani, West Kalimantan, Indonesia. This research uses a survey method, which uses observation, interview and questionnaire as a tool to collect data. The research variables used five service quality dimensions consisting of Tangible, Reliability, Responsiveness, Assurance, Empathy through several questionnaire to measured. Data analysis technique using Cartesian diagram. The results of expectation level analysis (Y) and perceived performance (X) show that customers feel less satisfied with the performance provided by the UKM Mart. This dissatisfaction is reflected from the expectation (Y) average is 4.27 and the value of Performance (X) average is 3.56. The conclusion is the value of service performance provided is lower than the respondents expectation, so that the customer is not satisfied with the service provided by the UKM Mart.Keyword : Customer Satisfaction, Service Quality, Performance, Expectation

Pengaruh Bauran Pemasaran Terhadap Loyalitas Konsumen Pondok Burdas Merdeka Pontianak

JURNAL PRODUKTIVITAS Vol 5, No 1 (2018): Jurnal Produktivitas 2018
Publisher : Universitas Muhammadiyah Pontianak

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Abstract

The purpose of this study was to determine the effect of the marketing mix on consumer loyalty of Pondok Burdas Merdeka Pontianak. The research method used in this research is quantitative method. The population in this study were all consumers of Pondok Burdas Merdeka Pontianak, with a sample of 100 consumers. Validity and reliability test results show that all items (statements) are valid and reliable. The results of the normality test show that the data is normally distributed. The results of simple linear regression analysis show the equation: Y = 0,992 + 0,593 X. The correlation coefficient test results show the R value of 0,390, so it can be concluded that the marketing mix has a low relationship with consumer loyalty of Pondok Burdas Merdeka Pontianak. The coefficient of determination test shows R2 value of 0,152 which means that 15,2% of consumer loyalty in Pondok Burdas Merdeka Pontianak is influenced by the marketing mix, while the rest (84,8%) is influenced by other variables not examined in this study. The results of the model feasibility test show that the F value is 17,540> F table 3,94. So it can be concluded that a simple linear regression model can be used to predict consumer loyalty in Pondok Burdas Merdeka Pontianak which is influenced by the marketing mix.

Pengaruh Citra Merek Terhadap Keputusan Orang Tua Siswa Memilih Jasa Pendidikan Di Madrasah Aliyah Negeri (MAN) Kubu Raya

JURNAL PRODUKTIVITAS Vol 5, No 1 (2018): Jurnal Produktivitas 2018
Publisher : Universitas Muhammadiyah Pontianak

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Abstract

The objective of this research was to find out the influence of brand image on the decision of parents of students to choose education services at the Madrasah Aliyah Negeri (MAN) Kubu Raya. The research method used in this research was descriptive method. The analysis technique used is Simple Linear Regression analysis. The population in this research is the parents of active students in Madrasah Aliyah Negeri Kubu Raya in the 2017/2018 school year with a sample of 90 parents of students. The results of simple linear regression analysis showed the equation: Y = 1.395 + 0.679X. The results of the correlation coefficient test showed that the R value is 0.448  it can be concluded that the brand image has a strong relationship with the decision of parents of students to choose education services at the MAN Kubu Raya. The results of the coefficient of determination shows the value (R2) of 0.448 (44.8%), this value indicates that the influence of brand image on the decisions of parents of students choosing education services in MAN Kubu Raya is 44.8%, while the remaining 55.2% is influenced by other factors not examined in this research. The results of the model feasibility test showed that F value of 71.426>F table of 3.95, and has a significant value of 0.000 (less than 0.05), it can be concluded that a simple linear regression model can be used to predict the influence of brand image on parents decisions choose education services at MAN Kubu Raya.

PEMBERDAYAAN MASYARAKAT MELALUI PENYULUHAN KEWIRAUSAHAAN UNTUK MEMANFAATKAN SUMBER DAYA PERIKANAN DI DESA KAPUR KABUPATEN KUBU RAYA

BULETIN AL-RIBAATH Vol 15, No 2 (2018): Buletin Al-Ribaath
Publisher : Lembaga Penelitian dan Pengabdian Kepada Masyarakat

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Abstract

The abundance of freshwater fish farming in Desa Kapur is one of the potential resources of the villages. However, there are still problems with the processing of aquaculture products in Desa Kapur, namely the lack of knowledge of the community in utilizing the results of the cultivation. As a result, many farmers only sell live fish at uncompetitive prices. In addition, there is a need for society to have knowledge to market their products outside the Kapur Village. Therefore, it is necessary to cultivate aquaculture products to improve economic growth and a better entrepreneurial spirit. Thus it is expected to help improving the economy of the community and entrepreneurial spirit in Desa Kapur.