MIX: Jurnal Ilmiah Manajemen (Aug 2016)

DETERMINAN DARI NILAI PELAYANAN DAN CITRA INSTITUSI SISTEM NSW DI INDONESIA

  • Nandan Limakrisna,
  • Subagiyo Ali Mardo

Journal volume & issue
Vol. 6, no. 1

Abstract

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Abstract : The purpose of this research is to know and analyze the effects of perceived service quality, relationship quality, and service delivery process on service value, and it’s implication on institutional image. The population in this research were business customers (companies) NSW system users. The research method employed in this research is descriptive survey method and explanatory survey with sample size of 300 respondents, and the data analysis method employed is SEM (Structural Equation Modeling). The research findings are as follows: the perceived service quality does not affect on the service value. The relationship quality has positive and significant effects on the service value. The service delivery process has positive and significant effect on the service value. The perceived service quality, the relationship quality and the service delivery process have positive and significant effect on the service value. Partially, the service delivery process has the most dominant effect on the service value. The perceived service quality, relationship quality, service delivery process and service value have positive and significant effects on the institutional image. Partially service value has the most dominant effects on the institutional image. Keywords : Perceived Service Quality, Relationship Quality, Service Delivery Process, Service Value, Institutional image Abstrak : Tujuan penelitian ini adalah untuk mengetahui dan menganalisis pengaruh kualitas pelayanan yang dirasakan, kualitas kerelasian, dan proses penyampaian pelayanan terhadap nilai pelayanan secara implikasnya terhadap citra institusi. Populasi dalam penelitian ini adalah para pelanggan bisnis (perusahaan) pengguna sistem NSW. Metode penelitian yang digunakan dalam penelitian ini adalah metode survei deskriptif dan survei eksplanatori dengan ukuran sampel sebesar 300 responden, serta metode analisis data yang digunakan adalah SEM (Structural Equation Modeling). Temuan penelitian sebagai berikut kualitas pelayanan yang dirasakan tidak berpengaruh terhadap nilai pelayanan. Kualitas kerelasian berpengaruh positif dan signifikan terhadap nilai pelayanan. Proses penyampaian pelayanan berpengaruh positif dan signifikan terhadap nilai pelayanan. Kualitas pelayanan yang dirasakan, kualitas kerelasian dan proses penyampaian pelayanan secara bersama-sama berpengaruh positif dan signifikan terhadap nilai pelayanan. Secara parsial proses penyampaian pelayanan paling dominan berpengaruh terhadap nilai pelayanan. Kualitas pelayanan yang dirasakan, kualitas kerelasian, proses penyampaian pelayanan dan nilai pelayanan secara bersama-sama berpengaruh positif dan signifikan terhadap citra institusi. Secara parsial nilai pelayanan paling dominan berpengaruh terhadap citra institusi. Kata Kunci: Kualitas Pelayanan yang Dirasakan, Kualitas Kerelasian, Proses Penyampaian Pelayanan, Nilai Pelayanan, Citra Institusi

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