Pengaruh kualitas pelayanan Ijin Mendirikan Bangunan (IMB) terhadap kepuasan masyarakat

Article Sidebar

PDF
Published: Dec 27, 2018
DOI: https://doi.org/10.21067/mbr.v2i2.3230
Keywords:
Service qulity, public satisfaction

Main Article Content

Henny Wuryanti K
Magister Manajemen, Fakultas Ekonomi dan Bisnis, Universitas Trunojoyo Madura, Indonesia
Nurita Andriani
Magister Manajemen, Fakultas Ekonomi dan Bisnis, Universitas Trunojoyo Madura, Indonesia
Mohammad Arief
Jurusan Manajemen, Fakultas Ekonomi dan Bisnis, Universitas Trunojoyo Madura, Indonesia

Abstract

The study aims to determine the effect of the quality of licensing services for Building Construction Permits (IMB) including physical evidence, reliability, responsiveness, assurance, empathy for community satisfaction in the services of the Public Works Office of Cipta Karya and Spatial Planning in Surabaya. The sampling technique uses purposive sampling with a sample size of 187, using data analysis is PLS (Partial Least Square). The results showed that physical evidence, reliability, responsiveness, assurance, and empathy had a significant positive effect on community satisfaction of users of IMB permit services in Surabaya Public Works and Spatial Planning Office.

Article Details

How to Cite
Wuryanti K, H., Andriani, N., & Arief, M. (2018). Pengaruh kualitas pelayanan Ijin Mendirikan Bangunan (IMB) terhadap kepuasan masyarakat. MBR (Management and Business Review), 2(2), 106–113. https://doi.org/10.21067/mbr.v2i2.3230
Issue
Vol. 2 No. 2 (2018): Desember
Section
Articles

References

Bloemer, J., de Ruyter, ko, & Peeters, P. (1998). Investigating drivers of bank loyalty: The complex relationship between image, service quality and satisfaction. International Journal of Bank Marketing. https://doi.org/10.1108/02652329810245984

Efendi, P. J., & Lili, Y. ai. (2016). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pada Jne Cabang Bandung. DeReMa Jurnal Manajemen, 11(2).

Hidayat, R. (2009). Pengaruh Kualitas Layanan, Kualitas Produk dan Nilai Nasabah Terhadap Kepuasan dan Loyalitas Nasabah Bank Mandiri. Jurnal Manajemen Dan Kewirausahaan, 11(1), 59–72. https://doi.org/10.9744/jmk.11.1.pp.59-72

Mosahab, R., Mahamad, O., & Ramayah, T. (2010). Service quality, customer satisfaction and loyalty: a test Of mediation. International Business Research. https://doi.org/10.5539/ibr.v3n4p72

Safitri, F., Rahayu, M., & Indrawati, N. K. (2016). Pengaruh Kualitas Pelayanan dan Citra Perusahaan Terhadap Kepuasan Pelanggan dan Loyalitas Pelanggan Service Center [ Studi Pada Pelanggan Samsung Service Center di Kota Malang ]. Jurnal Ekonomi Bisnis.

Sivadas, E., & Baker-Prewitt, J. L. (2000). An examination of the relationship between service quality, customer satisfaction, and store loyalty. International Journal of Retail & Distribution Management. https://doi.org/10.1108/09590550010315223

Sureshchandar, G. S., Rajendran, C., & Anantharaman, R. N. (2002). The relationship between service quality and customer satisfaction – a factor specific approach. Journal of Services Marketing, 16(4), 363–379. https://doi.org/10.1108/08876040210433248

Tjiptono, F. (2005). Pemasaran Jasa. Malang: Bayumedia Publising. Pemasaran Jasa. Malang: Bayumedia Publising.

Yaqin, A., & Ilfitriah, A. M. (2015). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Dan Loyalitas Nasabah Bank Pengguna E-Banking Di Surabaya. Journal of Business and Banking, 4(2), 245. https://doi.org/10.14414/jbb.v4i2.375