DETERMINAN DARI NILAI PELAYANAN DAN CITRA INSTITUSI SISTEM NSW DI INDONESIA
Keywords:
Keywords, Perceived Service Quality, Relationship Quality, Service Delivery Process, Service Value, Institutional imageAbstract
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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