Police And Public Image Satisfaction On Quality Of Service In Corner Driver's License Unit
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Keywords:
quality of physical environmental, technical, functional, customer satisfaction, institution image
Abstract
This research discusses, the influence of physical environmental, technical and functional quality toward customer satisfaction and Police institution image (study at SIM Corner in Indonesia). This purposed of this research to evaluate and analyze. The population of this research is the customer’s as the applicant extension of SIM A and SIM C and also SIM A and SIM C at the service management of SIM Corner in Indonesia, as respondent being analyzed are 150 customer’s at SIM Corner in Surabaya city and Sidoarjo district, and using non-probability sampling, besides it also using accidental sampling. Date tool using the Structural Equation Modelling (SEM) with path analysis, and the result of this research show that: physical environmental quality proven that it improve the customer satisfaction at SIM Corner; technical quality proven that it improve the customer satisfaction at SIM Corner; functional quality proven that it improve the customer satisfaction at SIM Corner; physical environmental quality proven that it improve the Police institution image; technical quality proven that it improve the Police institution image; functional quality proven that it improve the Police institution image; consumer satisfaction proven that it improve the Police institution image in Indonesia.
References
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Fatma, D.O and Ali, K. 2014. Supermarket self-checkout service quality, customer satisfaction, and loyalty: Empirical evidence from an emerging market. Journal of Retailing and Consumer Services. Volume 21, Issue 2, March 2014, Pages 118–129
Gloria, A.K.Q. 2011. The Effect of Service Quality on Customer Satisfaction in the Utility Industry – A Case of Vodafone (Ghana). International Journal of Business and Management. Vol. 6, No. 5; p:203-210
Huang, C.C; Yen, S.W; Liu, C.Y; and Huang, P.C. 2014. The relationship among corporate social responsibility, service quality, corporate image and purchase intention. International Journal of Organizational Innovation (Online); Hobe Sound6.3 p: 68-84.
Hutchinsona, J., Laib, F., & Wang, Y. (2015). Understanding the relationships of quality, value, equity, satisfaction, and behavioral intentions among golf travelers. International Journal of Tourism Management, 30(2), 298-308
Kotler, P. 2014. Marketing Management: Analysis, Planning, Implementation, and Control, Millenium Edition, Prentice Hall International Inc., New Jersey
Landrum, H., Prybutok, V. R. Kappelman, L. A., & Zhang, X. (2014). SERVCESS: A parsimonious instrument to measure service quality and information system success. The Quality Management Journal, 15(3), 17-25.
Mosahab, R., Osman, M., danRamayah, T. 2013. Service Quality, Customer Satisfaction and Loyalty: A Test of Mediation. Journal of International Business Research. Vol. 3, No. 4, p:72-80
Nawawi, H (2014). ManajemenSumberDayaManusiaUntukBisnis yang. Kompetitif. Jakarta: GramediaPustakaUtama
Ojo. 2013. The relationship between service quality and customer satisfaction in the telecommunication industry: Evidence from Nigeria. Broad Research in Accounting, Negotiation, and Distribution, 1(1), 88.
Payne, A.. 2010, The Essence Of Service Marketing: PemasaranJasa, CetakanKedua, Penerbit ANDI, Yogyakarta.
Setyawati, E, 2011. PeranPemicudanKondisisebagaiModerasiPengaruhKepuasanterhadap WOM (StudipadaRestoran/RumahMakan di Surabaya), Disertasi, Program Pascasarjana Universitas Brawijaya, Malang.
Shanka, M.S. 2015. Bank Service Quality, Customer Satisfaction and Loyalty in Ethiopian Banking Sector.Journal of Business Administration and Management Sciences Research, Vol. 1(1), pp. 001-009
Suhartutik, 2010, PengaruhLayanan SIM Corner terhadapKepuasanMasyarakat di Kota Surabaya, Tesis, Pascasarjana Universitas Bhayangkara, Surabaya
Susanto, Christian. 2014. Citra Merek, KualitasProduk, danPromosiPengaruhnyaTerhadapKepuasanKonsumenpadaMakananTradisional. Jurnal EMBA. Vol. 1, No. 3, September
Tjiptono, F. 2011. Total Quality Service and satisfaction, EdisiPertama, Yogyakarta: Penerbit Andi.
Wellington, P. 2013. Effective Customer Care. New Delhi: Printed Onebond, Kagan
Zeithaml, V and Bitner, M.J. 2013. Service Marketing. 1st . USA: McGraw Hill, Co, Inc.
Fatma, D.O and Ali, K. 2014. Supermarket self-checkout service quality, customer satisfaction, and loyalty: Empirical evidence from an emerging market. Journal of Retailing and Consumer Services. Volume 21, Issue 2, March 2014, Pages 118–129
Gloria, A.K.Q. 2011. The Effect of Service Quality on Customer Satisfaction in the Utility Industry – A Case of Vodafone (Ghana). International Journal of Business and Management. Vol. 6, No. 5; p:203-210
Huang, C.C; Yen, S.W; Liu, C.Y; and Huang, P.C. 2014. The relationship among corporate social responsibility, service quality, corporate image and purchase intention. International Journal of Organizational Innovation (Online); Hobe Sound6.3 p: 68-84.
Hutchinsona, J., Laib, F., & Wang, Y. (2015). Understanding the relationships of quality, value, equity, satisfaction, and behavioral intentions among golf travelers. International Journal of Tourism Management, 30(2), 298-308
Kotler, P. 2014. Marketing Management: Analysis, Planning, Implementation, and Control, Millenium Edition, Prentice Hall International Inc., New Jersey
Landrum, H., Prybutok, V. R. Kappelman, L. A., & Zhang, X. (2014). SERVCESS: A parsimonious instrument to measure service quality and information system success. The Quality Management Journal, 15(3), 17-25.
Mosahab, R., Osman, M., danRamayah, T. 2013. Service Quality, Customer Satisfaction and Loyalty: A Test of Mediation. Journal of International Business Research. Vol. 3, No. 4, p:72-80
Nawawi, H (2014). ManajemenSumberDayaManusiaUntukBisnis yang. Kompetitif. Jakarta: GramediaPustakaUtama
Ojo. 2013. The relationship between service quality and customer satisfaction in the telecommunication industry: Evidence from Nigeria. Broad Research in Accounting, Negotiation, and Distribution, 1(1), 88.
Payne, A.. 2010, The Essence Of Service Marketing: PemasaranJasa, CetakanKedua, Penerbit ANDI, Yogyakarta.
Setyawati, E, 2011. PeranPemicudanKondisisebagaiModerasiPengaruhKepuasanterhadap WOM (StudipadaRestoran/RumahMakan di Surabaya), Disertasi, Program Pascasarjana Universitas Brawijaya, Malang.
Shanka, M.S. 2015. Bank Service Quality, Customer Satisfaction and Loyalty in Ethiopian Banking Sector.Journal of Business Administration and Management Sciences Research, Vol. 1(1), pp. 001-009
Suhartutik, 2010, PengaruhLayanan SIM Corner terhadapKepuasanMasyarakat di Kota Surabaya, Tesis, Pascasarjana Universitas Bhayangkara, Surabaya
Susanto, Christian. 2014. Citra Merek, KualitasProduk, danPromosiPengaruhnyaTerhadapKepuasanKonsumenpadaMakananTradisional. Jurnal EMBA. Vol. 1, No. 3, September
Tjiptono, F. 2011. Total Quality Service and satisfaction, EdisiPertama, Yogyakarta: Penerbit Andi.
Wellington, P. 2013. Effective Customer Care. New Delhi: Printed Onebond, Kagan
Zeithaml, V and Bitner, M.J. 2013. Service Marketing. 1st . USA: McGraw Hill, Co, Inc.
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2017-07-21
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