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All Journal International Journal of Management Progress
Azhari, Aslan
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Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

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EFFECT OF SERVICE QUALITY ON CUSTOMER SATISFACTION IN PT. PAWNSHOP SYARIAH TEMPE UNIT WAJO DISTRICT Azhari, Aslan
International Journal of Management Progress Vol 1 No 1 (2019): International Journal of Management Progress
Publisher : Institute for Research and Community Service

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (250.214 KB) | DOI: 10.35326/ijmp.v1i1.409

Abstract

Customer satisfaction is the concern of PT. Pawnshop Syariah Tempe Unit Wajo District. This research was conducted with the aim of: (1) knowing the effect of physical evidence on customer satisfaction, (2) knowing the effect of reliability on customer satisfaction, (3) knowing the effect of responsiveness on customer satisfaction, (4) knowing the effect of guarantees on customer satisfaction, ( 5) knowing the effect of empathy on customer satisfaction, (6) knowing the most dominant factor influencing the dimensions of service quality on customer satisfaction at PT. Pawnshop Syariah Tempe Unit Wajo District. This study uses primary data through questionnaires totaling 100 samples from all customers of PT. Pawnshop Syariah Tempe Unit is 52,338 customers. This research was conducted in the study period from October to December 2016. The analysis method used was descriptive analysis, validity test, reliability test, classic assumption test, multiple linear regression test, partial test, simultaneous test , and the coefficient of determination test. Data were analyzed using the Statistical Product and Service Solution (SPSS) 21 software program. The results of this study indicate that: (1) physical evidence has a positive and significant effect on customer satisfaction, (2) reliability has a positive and significant effect on customer satisfaction, (3) responsiveness has a positive and significant effect on customer satisfaction, (4) guarantee has a positive effect and significant to customer satisfaction, (5) empathy has a positive and significant effect on customer satisfaction, (6) guarantee is the most influential factor on customer satisfaction at PT. Pawnshop Syariah Tempe Unit Wajo District. This means that the company management in this case PT. Pawnshop Syariah Tempe Unit needs to pay special attention to the dimensions of service quality (physical evidence, reliability, responsiveness, assurance, empathy) so that it is always used to provide good service, because it has a great influence on customer satisfaction.
THE EFFECT OF QUALITY OF SERVICE, IMAGE, AND BUSINESS ETHICS ON SATISFACTION AND LOYALITY OF PATIENTS IN HOSPITALS IN MAKASSAR CITY Azhari, Aslan; Modding, Basri; Labbase, Ilham; Plyriadi, Annas
International Journal of Management Progress Vol 1 No 2 (2020): International Journal of Management Progress
Publisher : Institute for Research and Community Service

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (828.296 KB) | DOI: 10.35326/ijmp.v1i2.558

Abstract

Research related to the Effect of Service Quality, Image, and Business Ethics on Patient Satisfaction and Loyalty at Hospitals in Makassar City. This research was conducted which aims to: (1) test and analyze the effect of service quality, image, business ethics on patient satisfaction, (2) test and analyze the effect of service quality, image, business ethics on patient loyalty, (3) test and analyze the effect satisfaction with patient loyalty, (4) test and analyze the indirect effect of service quality, image, and business ethics on patient loyalty through mediating patient satisfaction. This study uses primary data through distributing questionnaires to a total of 203 inpatients as samples from the total number of patients in 2018 totaling 69.337, data collection was carried out from December 2019 to January 2020. Data were analyzed using Structural Equation Modeling (SEM) analysis with program assistance AMOS and SPSS. The results showed that (1) service quality, image, and business ethics had a positive and significant direct effect on patient satisfaction, (2) service quality, image, and business ethics had a positive and significant direct effect on patient loyalty, (3) satisfaction has a positive and not significant direct effect on patient loyalty, (4) an indirect relationship of service quality, image, and business ethics, through mediation satisfaction has a positive and not significant effect on patient loyalty. This means that the provision of good quality services, the application of the hospital's image, and the application of ethical behavior will have a direct role in patient satisfaction and loyalty. Patient satisfaction does not significantly affect patient loyalty due to the existence of a system of tiered referral system which makes it impossible for patients to directly choose the hospital, except in an emergency. Quality of service, image, and business ethics through satisfaction has a positive and not significant effect on patient loyalty. This shows that patient satisfaction is not able to mediate to have a significant influence on patient loyalty.
Co-Authors Basri Modding Labbase, Ilham Plyriadi, Annas