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All Journal PSYCHOPEDIA : Jurnal Psikologi Universitas Buana Perjuangan Karawang Edutran of Psychology and Behavior
Lania Muharsih
Universitas Buana Perjuangan Karawang
Humanities Decision Sciences, Operations Research & Management Health Professions Industrial & Manufacturing Engineering Physics Public Health Social Sciences Other

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PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN DALAM MENGGUNAKAN LAYANAN OJEK ONLINE DI KARAWANG Lania Muharsih
Psychopedia Jurnal Psikologi Universitas Buana Perjuangan Karawang Vol 6 No 1 (2021): PSYCHOPEDIA : Jurnal Psikologi Universitas Buana Perjuangan Karawang
Publisher : Fakultas Psikologi Universitas Buana Perjuangan Karawang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36805/psychopedia.v6i1.1464

Abstract

The progress of this online transportation company certainly depends on the quality of service provided to its customers. Companies engaged in online-based transportation service providers are required to provide good service to their customers in order to satisfy their customers. This study aims to determine the effect of service quality on customer satisfaction in using online taxibike services in Karawang. The research method used is quantitative research methods with non-experimental research design. Sampling in this study was carried out by using a quota sampling technique. The number of samples in this study were 384 respondents. The method of data collection was carried out using service quality instruments with 57 valid items and customer satisfaction instruments with 29 valid items. Based on the Cronbach Alpha formula, the reliability coefficient of the service quality instrument is 0.978 and the customer satisfaction instrument is 0.907, which means that these two scales are very reliable. The results of the data analysis show that there is a positive effect of service quality on customer satisfaction in using online taxibike services in Karawang. This means that the better the quality of service provided by online taxibike service providers in Karawang, the higher customer satisfaction. The results of the calculation of the coefficient of determination show that service quality has a positive effect on customer satisfaction by 1.7%, while the other 98.3% are influenced by other variables not examined in this study. The suggestions for further research are examining other variables that can affect customer satisfaction, such as service quality and price.Keywords: Service quality, customer satisfaction, online taxibike Kemajuan perusahaan transportasi online ini tentunya bergantung pada kualitas pelayanan yang diberikan untuk para pelanggannya. Perusahaan yang bergerak di bidang jasa penyedia transportasi berbasis online dituntut untuk memberikan pelayanan yang baik kepada pelanggannya agar bisa memuaskan pelanggannya. Penelitian ini bertujuan untuk mengetahui pengaruh kualitas pelayanan terhadap kepuasan pelanggan dalam menggunakan layanan ojek online di Karawang. Metode penelitian yang digunakan adalah metode penelitian kuantitatif dengan desain penelitian non-eksperimental. Pengambilan sampel pada penelitian ini dilakukan dengan teknik pengambilan sampel kuota. Adapun jumlah sampel dalam penelitian ini sebanyak 384 responden. Metode pengumpulan data dilakukan dengan menggunakan instrumen kualitas pelayanan sebanyak 57 item sahih dan instrumen kepuasan pelanggan sebanyak 29 item sahih. Berdasarkan rumus Alpha Cronbach diperoleh koefisien reliabilitas instrumen kualitas pelayanan sebesar 0,978 dan instrumen kepuasan pelanggan sebesar 0,907, yang berarti kedua skala ini sangat reliabel. Hasil analisis data menunjukkan bahwa terdapat pengaruh positif kualitas pelayanan terhadap kepuasan pelanggan dalam menggunakan layanan ojek online di Karawang. Artinya semakin baik kualitas pelayanan yang diberikan penyedia jasa layanan ojek online di Karawang maka semakin tinggi kepuasan pelanggan. Hasil perhitungan koefisien determinasi menunjukkan bahwa kualitas pelayanan memberikan pengaruh positif terhadap kepuasan pelanggan sebesar 1,7%, sedangkan 98,3% lainnya dipengaruhi oleh variabel-variabel lain yang tidak diteliti dalam penelitian ini. Adapun saran untuk penelitian selanjutnya yaitu meneliti variabel-variabel lain yang dapat memengaruhi kepuasan pelanggan misalnya kualitas jasa dan harga.Kata Kunci: Kualitas pelayanan, kepuasan pelanggan, ojek online
The Role of Quality of Work Life on Employee Engagement with Work Environment as a Moderating Variable Linda Mora; Lania Muharsih; Nuram Mubina; Nita Rohayati
Edutran of Psychology and Behavior Vol. 1 No. 1 (2023): Edutran of Psychology and Behavior
Publisher : Edutran

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59805/epb.v1i1.34

Abstract

Companies involved in the construction sector also frequently encounter issues related to human resources (HR). Construction companies are industries engaged in the provision of facilities and infrastructure for the benefit of the community, subject to local government regulations. Construction projects have unique characteristics because their outcomes are not repetitive, they are temporary in nature, involve work accidents, are dominated by physical activity, and involve multiple elements of activity and parties involved in the implementation process. This creates a vulnerability to various obstacles. The purpose of this study is to look into the impact of work-life quality on employee engagement among construction workers in Karawang, with the work environment acting as a moderating factor. This study's data gathering method included the use of instruments in the form of employee engagement, quality of work life, and work environment measures. The hypothesis in this study was tested using Moderated Regression Analysis. The results of the analysis suggest a considerable positive association between the quality of work life and employee engagement among Karawang construction workers, with a correlation coefficient of rxy = 0.761 and a significant value of p = <0.001 (p<0.05). The moderation analysis results show that there is no connection between work life quality and work environment. This implies that the work environment is unable to operate as a mediator between work-life quality and employee engagement.
Subjective Wellbeing among High School Students: A Research on the Role of Emotional and Social Support Nita Rohayati; Cempaka Putrie Dimala; Wina Lova Riza; Lania Muharsih
Edutran of Psychology and Behavior Vol. 1 No. 1 (2023): Edutran of Psychology and Behavior
Publisher : Edutran

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59805/epb.v1i1.35

Abstract

The government's policy regarding the resumption of face-to-face schooling requires students to adapt to a new learning system. The situation faced by students will impact their psychological state, including their subjective well-being. Several factors predicted to play a role in subjective well-being are emotional maturity and social support. This research aims to investigate the role of emotional maturity and social support in subjective well-being among high school students in Karawang. The method used is a quantitative method by distributing an online questionnaire using Google Forms. The scales used were the Subjective Well-being Scale, Emotional Maturity Scale, and Social Support Scale. The research participants consisted of 287 respondents from grades X, XI, and XII who had undergone face-to-face learning after the government-imposed activity restrictions. The results of the data analysis using multiple linear regression techniques showed an F-value of 27.762 with a significance value of 0.000 < 0.005, indicating that the hypothesis in this research is accepted. This means that the emotional maturity and social support variables, together, have an influence on subjective well-being.
Self-Esteem and Attachment as Predictors of Resilience in Early Adults Experiencing Quarter-Life Crisis Wina Lova Riza; Nuram Mubina; Lania Muharsih; Linda Mora
Edutran of Psychology and Behavior Vol. 1 No. 1 (2023): Edutran of Psychology and Behavior
Publisher : Edutran

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59805/epb.v1i1.38

Abstract

Resilience is the individual's ability to choose to recover from sad and challenging life events by increasing their knowledge to be adaptive and overcome similar adverse situations in the future. In early adulthood, many individuals experience a condition called quarter-life crisis, where they feel a sense of worry caused by uncertainty about their future life. Therefore, resilience is needed to face the existing challenges, in order to be able to adapt and protect individuals from the rigors of stress. Resilience arises as a protective factor that is distinguished internally and externally. Externally, resilience is related to attachment, which is a continuous affective bond characterized by a tendency to seek and maintain closeness to specific figures, especially when under pressure. Therefore, the purpose of this research is to determine the influence of self-esteem and attachment as predictors of resilience in young adults who are experiencing quarter-life crisis simultaneously. The method in this research is quantitative, with a sample of early adults experiencing quarter-life crisis, thus the sampling technique used in this research is incidental sampling. The data collection technique used a questionnaire with a resilience scale, the standardized Rosenberg Self-Esteem Scale (RSES), and the attachment scale using the Experiences in Close Relationship-Revised-General Short Form (ECR-R-GSF) scale, Additionally, the Developmental Crisis Questionnaire (DQC-12) scale was used to measure quarter-life crisis in early adults. The data analysis technique used in this research is multiple regression analysis. From the research results using SPSS version 27, a significant value was obtained for both independent variables of 0.000 < 0.005, therefore Ha is accepted and H0 is rejected, indicating that self-esteem and attachment together are predictors of resilience in early adults experiencing quarter-life crisis.
Co-Authors Dimala, Cempaka Putrie Linda Mora Linda Mora Nita Rohayati Nita Rohayati Nuram Mubina Wina Lova Riza Wina Lova Riza