Pengaruh Kualitas Pelayanan pada Kepuasan Peserta Pelatihan Dasar CPNS Kabupaten Tebo Provinsi Jambi

Musfarita Affiani

Abstract


Service quality including reliability, responsiveness, assurance, empathy and tangibility had a positive and significant effect on the satisfaction of training participants for candidates for civil servants. Efforts to improve service quality can be improved through service provision by referring to the dimensions of reliability, responsiveness, assurance, empathy and tangible, where assurance and empathy can be used as efforts to improve the quality of services that are more optimal. Finance Keywords: Quality  Services, Training Participants Satisfaction.

Keywords


Service Quality, Satisfaction

Full Text:

PDF

References


Anik Indrawati. (2011). Pengaruh Kualitas Layanan Lembaga Pendidikan terhadap Kepuasan Konsumen. Jurnal Ekonomi Bisnis, TH. 16, No. 1.

Kotler, Philip & Keller, KL.. (2003). Manajemen Pemasaran: Edisi Kesepuluh. Diterjemahkan oleh: Bob Sabran. Jakarta: PT. Indeks.

Kotler, Philip & Keller, KL. (2009). Manajemen Pemasaran: Edisi ke-13. Diterjemahkan oleh: Bob Sabran. Jakarta: Erlangga.

Khulasotul, Wafiyah. (2018). Kualitas Pelayanan Satu Pintu di Dinas Pendidikan Kota Surabaya. Skripsi. Surabaya: UIN Sunan Ampel.

Hayani, Nurrahmi. (2015). Analisis Tingkat Kualitas Pelayanan Pendidikan Mahasiswa Luar Negeri di Universitas Islam Negeri Suska Riau. Kutubkhanah, Volume 18 Nomor 1.

Nurrahmi, Hayani. (2015). Analisis Tingkat Kualitas Pelayanan Pendidikan Mahasiswa Luar Negeri Suska Riau. Khutubkhanah, Volume 18 Nomor 1.

Rangkuti, Freddy. (2011). Measuring Customer Satisfaction. Jakarta: Gramedia Pustaka Utama.

Sekaran, Uma. (2006). Metodologi Penelitian Untuk Bisnis. Jakarta: Salemba Empat.

Siregar, Syofian. (2010). Statistika Deskriptif untuk Penelitian. Jakarta: Rajawali Pers.

Sugiyono. (2016). Metode Penelitian: Kuantitatif, Kualitatif, dan R&D. Bandung: Alfabeta.

Sutja, Akmal; dkk. (2017). Penulisan Skripsi untuk Produi Bimbingan Konseling. Yogyakarta: Wahana Resolusi.

Tjiptono, Fandy; dkk.. (2008). Pemasaran Strategik. Yogyakarta: ANDI.

Tjiptono, F., & Chandra, G. (2011). Service Quality & Satisfaction. Yogyakarta: ANDI.




DOI: http://dx.doi.org/10.33087/eksis.v11i1.193

Refbacks

  • There are currently no refbacks.


Creative Commons License
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

Eksis: Jurnal Ilmiah Ekonomi dan Bisnis
Publisher: Faculty of Economics, Batanghari University
Jl. Slamet Ryadi, Broni-Jambi, Kodepos: 36122, Phone: 0741-668280, email: eksis.feubr@gmail.com

Creative Commons License
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.