Browsing by Author "Hodijah, Cucu"

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    THE EFFECT OF SATISFACTORY QUALITY SERVICES USING THE LIBRARY WIDYATAMA UNIVERSITY
    (Conference On Professional Development In Education (PDE2014), Widyatama University Indonesia, Open University Indonesia and Open University Malaysia, 2014-06-11) Lasniroha, Tetty; Hodijah, Cucu
    This study aims to determine the quality of service to the library of the University Student Satisfaction uses Widyatama. Two variables were analyzed, namely service quality and student satisfaction. This research method is descriptive explanatory that explain and describe the truth of a hypothesis. To describe the research data used descriptive statistics, while the independent variables to determine the effect of the bound variable regression analysis were used. Overall, the variables were measured using a Likert scale units. The analysis showed adjusted R square value is equal to 0.610. It shows that 61% of student satisfaction can be explained by the quality of service (dimensions reliability, responsiveness, assurance, empathy, and direct evidence); while the remaining 39% is a free variable that is not explained by other research. Service quality is significantly positively related to customer satisfaction, in which the regression coefficient b11 = 1.090 and p-value <0.05, thereby explained that service quality significantly influence customers' satisfaction in using the library Widyatama University at the 95% confidence level (α = 0.05) were calculated F value of 154.347 with a significance level of 0.000. This suggests that the quality of service (dimensions reliability, responsiveness, assurance, empathy, and direct evidence) is jointly significant effect on student satisfaction.
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    PERAN NILAI PELANGGAN DALAM MEMEDIASI HUBUNGAN ANTARA KUALITAS PELAYANAN DAN KEPUASAN PELANGGAN (Studi Kasus Perpustakaan Universitas Widyatama Bandung)
    (Program Studi Magister Manajemen, Universitas Widyatama, 2012) Hodijah, Cucu
    Penelitian ini bertujuan untuk mengetahui Peranan Nilai Pelanggan dalam memediasi hubungan Kualitas Pelayanan dan Kepuasan Pelanggan. Grand theory yang digunakan adalah Servqual dari Parasuraman. Hipotesis penelitian ini adalah semakin besar penambahan Nilai Pelanggan yang diterima, maka semakin besar pula Kepuasan Pelanggan yang diterima oleh pelanggan. Penelitian dilakukan dengan menggunakan metode deskriptif verifikatif. Penelitian ini mengkaji hubungan antara Kualitas Pelayanan, Kepuasan Pelanggan dan Nilai Pelanggan dengan menggunakan teknik regresi. Data dikumpulkan menggunakan kuesioner dengan skala Likert. Pengolahan data menggunakan analisis regresi berganda dan data deskriptif analisis menggunakan teknik rata-rata. Hasil penelitian menunjukkan Nilai Pelanggan di Perpustakaan Universitas Widyatama tidak memiliki peran dalam mediasi hubungan Kualitas Pelayanan terhadap Kepuasan Pelanggan. Hal ini bisa disebabkan oleh pelanggan memahami bahwa perpustakaan sebagai sarana penunjang kegiatan belajar mereka, sehingga mereka tidak mempertanyakan nilai (biaya) yang mereka korbankan untuk manfaat.
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    THE ROLE OF CUSTOMER VALUE IN MEDIATING THE RELATIONSHIP BETWEEN SERVICE QUALITY AND CUSTOMER SATISFACTION (Case Study Of The University Library Widyatama Bandung)
    (South East Asian Associton for Institution Research (SEAAIR 2012), 2012-11-06) Zulganef; Hodijah, Cucu
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