Analyze the Effect of First Media Service Quality Towards Consumer Satisfaction Using the ServQual Method

Authors

  • Maulana Rezi Department of Information Systems, Faculty of Engineering and Computer Science, Indonesian Computer University, Bandung, 40132,
  • Gilang Chandra Department of Information Systems, Faculty of Engineering and Computer Science, Indonesian Computer University, Bandung, 40132,
  • Satiadji Budiman Department of Information Systems, Faculty of Engineering and Computer Science, Indonesian Computer University, Bandung, 40132,
  • Gandy Putra Department of Information Systems, Faculty of Engineering and Computer Science, Indonesian Computer University, Bandung, 40132,
  • Arighi Rizki Department of Information Systems, Faculty of Engineering and Computer Science, Indonesian Computer University, Bandung, 40132,

DOI:

https://doi.org/10.29103/ijevs.v1i3.1592

Keywords:

Media Service Quality, Consumer Satisfaction, ServQual Method

Abstract

First Media is one of the companies in the field of recording technology that provides internet network services. To find out the value of the influence of first-class operators on consumer satisfaction in this study used the associative method. Descriptive method to determine the level of buyer satisfaction with the operator. This study used a questionnaire distributed to 100 consumers. The results showed that consumers who were very satisfied with the quality of service were as many as 39 people. Satisfied consumers are as many as 13 people, and consumers who feel dissatisfied are as many as 48 people. From the results of easy linear regression the miles are considered that the regression equation is Y = -0.018 + 0.051X, which means the constant (β0) is -0.018 shows that when the service quality variable does not change, the average customer satisfaction (Y) is -0.018. Service quality regression coefficient of 0.051. This shows that every one constant increase in service quality variables will increase customer satisfaction (Y) by 0.051. Positive regression coefficient, this shows the higher the first-class operator, the higher the customer satisfaction (Y). From the calculation of R2 termination coefficient, it is known that service quality has an influence of 50.5% on customer satisfaction.

References

Apriyani, D. A., & Sunarti. (2017). The Effect Of Service Quality On Customer Satisfaction (Survey on Consumers of The Little A Coffee Shop Sidoarjo). Journal of Business Administration (JAB) Vol. 51 (2), 1-7. Retrieved from www.bisnissurabaya.com

Dhaniawaty, R. P., & Susilawati, E. (2018). Development Of Information Systems Reporting Work Programs And Data Management Management Of Student Collection In Information System Study Programs. Journal of Information Management (JAMIKA) UNIKOM, 8 (2), 1-11.

Hasan, M., Kahfi, A. H., Purnama, D., & Syah, A. (2019). Analysis of the Effect of Mobile Applications in Supporting Entrepreneurial Success in Bekasi City. Informatics Journal Bsi, 6 (1), 47-52.

Iskandar, I., & Hidayat, A. (2015). Campus Internet Network Quality of Service (QoS) Analysis (Case Study: UIN Suska Riau). CoreIT Journal, 1 (2), 2460-2738.

Kesuma, D. P. (2014). Xyz College Web Service Quality Measurement Analysis Using Servqual. 2014 National Seminar on Informatics, 178-183.

Lei, P., & Jolibert, A. (2012). A three-model comparison of the relationship between quality, satisfaction and loyalty: an empirical study of the Chinese healthcare system. BMC Health Serv Res, 12(4), 36-59.

Masturoh, S., Wijayanti, D., & Prasetyo, A. (2019). Implementation of the Waterfall Model in Web-Based Academic Information Systems at the Middle School of Agriculture in Karawang. Journal Of Informatics Bsi, 6 (1), 137.

https://doi.org/10.33480/techno.v15i2.923

Parasuraman, A., & Zeithaml, V. (2011). A Conceptual Model of Service Quality and Its Implication for Future Reaserch. Service Quality.

Pradela, A. (2015). Quality of Graduates Preparation for Labour Market - A ServQual Analysis. Procedia - Social and Behavioral Sciences, 174, 1671-1677. https://doi.org/10.1016/j.sbspro.2015.01.820

Rachman, R. (2019). Application of the AHP Method to Determine the Quality of Apparel in the Garment Industry. Informatics Journal Bsi, 6 (1), 1-8.

Saputri, Z. R., Oktavia, A. N., Ramdhani, L. S., & Suherman, A. (2019). Design a web-based food ordering information system at Surabiku Cafe. Journal of Technology and Information (JATI) UNIKOM, 9 (1), 66-77.

Sutanto, A. (2011). Motor Sm Di Kota Padang Dengan Metode. 10(2), 154-159.

Stefano, N. M., Casarotto Filho, N., Barichello, R., & Sohn, A. P. (2015). A fuzzy SERVQUAL based method for evaluated of service quality in the hotel industry. Procedia CIRP, 30, 433-438. https://doi.org/10.1016/j.procir.2015.02.140

Wolniak, R., & Skotnicka-Zasadzien, B. (2012). The concept study of Servqual methods gap. Quality and Quantity, 46, 1239-1247.

Downloads

Published

2019-07-16

Issue

Vol. 1 No. 3 (2019): July 2019

Section

Articles

License

Please find the rights and licenses in International Journal for Educational and Vocational Studies (IJEVS)

1. License

The article will be governed by the Creative Commons Attribution license as currently displayed on Creative Commons Attribution-ShareAlike 4.0 International License.

2. Authors Warranties

The author warrants that the article is original, written by stated author(s), has not been published before, contains no unlawful statements, does not infringe the rights of others, is subject to copyright that is vested exclusively in the author and free of any third party rights, and that any necessary written permissions to quote from other sources have been obtained by the author(s).

3. User Rights

IJEVS's spirit is to disseminate articles published are as free as possible. Under the Creative Commons license, IJEVS permits users to copy, distribute, display, and perform the work. Users will also need to attribute authors and IJEVS on distributing works in the journal.

4. Rights of Authors

Authors retain the following rights:

  • Copyright, and other proprietary rights relating to the article, such as patent rights,
  • The right to use the substance of the article in future own works, including lectures and books,
  • The right to self-archive the article,
  • the right to enter into separate, additional contractual arrangements for the non-exclusive distribution of the article's published version (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal (International Journal for Educational and Vocational Studies).

5. Co-Authorship

If the article was jointly prepared by other authors, the signatory of this form warrants that he/she has been authorized by all co-authors to sign this agreement on their behalf, and agrees to inform his/her co-authors of the terms of this agreement.

6. Termination

This agreement can be terminated by the author or IJEVS upon two months notice where the other party has materially breached this agreement and failed to remedy such breach within a month of being given the terminating partys notice requesting such breach to be remedied. No breach or violation of this agreement will cause this agreement or any license granted in it to terminate automatically or affect the definition of IJEVS. 

7. Royalties

This agreement entitles the author to no royalties or other fees. To such extent as legally permissible, the author waives his or her right to collect royalties relative to the article in respect of any use of the article by IJEVS or its sublicensee.

8. Miscellaneous

IJEVS will publish the article (or have it published) in the journal if the articles editorial process is successfully completed and IJEVS or its sublicensee has become obligated to have the article published. IJEVS may conform the article to a style of punctuation, spelling, capitalization, referencing and usage that it deems appropriate. The author acknowledges that the article may be published so that it will be publicly accessible and such access will be free of charge for the readers.