PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN
PEMBUATAN AKTA CERAI DI PENGADILAN AGAMA
YOGYAKARTA
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Institusion
Sekolah Tinggi Ilmu Ekonomi Widya Wiwaha
Author
Wijaya, Ade Ayu Damayanti Astuti
Nugroho, Muhammad Awal Satrio
Nugroho, Muhammad Awal Satrio
Subject
Kepuasan Konsumen
Datestamp
2018-09-17 06:34:52
Abstract :
THE INFLUENCE OF SERVICE QUALITY ON THE SATISFACTION OF ISSUING THE DIVORCE CERTIFICATE IN THE RELIGIOUS COURT OF YOGYAKARTA This study aims to determine: (1) the effect of service quality on the satisfaction of issuing the divorce certificate in the Religious Court of Yogyakarta, (2) the influence of reliability on the satisfaction of issuing the divorce certificate in the Religious Court of Yogyakarta, (3) the influence of responsiveness to the satisfaction of issuing the divorce certificate in Religious Court of Yogyakarta, (4) assurance affects the satisfaction of issuing the divorce certificate in the Religious Court of Yogyakarta, (5) the influence of empathy on the satisfaction of issuing the divorce certificate in the Religious Court of Yogyakarta, (6) tangible influence to the satisfaction of issuing the divorce certificate in the Religious Court of Yogyakarta. This study was quantitative with survey method. The population of this study was customer completion of divorce certificate in the Religious Court of Yogyakarta as number 100 people. The sampling technique used purposive sampling with a sample size of 64 people. Data analysis used Structural Equation Modeling (SEM) by utilizing Partial Least Square (PLS) data analysis tool. Quality of service has positive and significant impact on satisfaction, Reliability has positive and significant influence to the satisfaction of issuing the divorce certificate in the Religious Court of Yogyakarta, Responsiveness has positive and significant influence to the satisfaction of issuing the divorce certificate in the Religious Court of Yogyakarta, Assurance does not affect the satisfaction of issuing the divorce certificate in the Religious Court of Yogyakarta, Empathy has positive and significant effect to the satisfaction and Tangible have positive and significant influence to the satisfaction of issuing the divorce certificate in the Religious Court of Yogyakarta. Keywords: Quality of Service, Satisfaction
THE INFLUENCE OF SERVICE QUALITY ON THE SATISFACTION OF ISSUING THE DIVORCE CERTIFICATE IN THE RELIGIOUS COURT OF YOGYAKARTA This study aims to determine: (1) the effect of service quality on the satisfaction of issuing the divorce certificate in the Religious Court of Yogyakarta, (2) the influence of reliability on the satisfaction of issuing the divorce certificate in the Religious Court of Yogyakarta, (3) the influence of responsiveness to the satisfaction of issuing the divorce certificate in Religious Court of Yogyakarta, (4) assurance affects the satisfaction of issuing the divorce certificate in the Religious Court of Yogyakarta, (5) the influence of empathy on the satisfaction of issuing the divorce certificate in the Religious Court of Yogyakarta, (6) tangible influence to the satisfaction of issuing the divorce certificate in the Religious Court of Yogyakarta. This study was quantitative with survey method. The population of this study was customer completion of divorce certificate in the Religious Court of Yogyakarta as number 100 people. The sampling technique used purposive sampling with a sample size of 64 people. Data analysis used Structural Equation Modeling (SEM) by utilizing Partial Least Square (PLS) data analysis tool. Quality of service has positive and significant impact on satisfaction, Reliability has positive and significant influence to the satisfaction of issuing the divorce certificate in the Religious Court of Yogyakarta, Responsiveness has positive and significant influence to the satisfaction of issuing the divorce certificate in the Religious Court of Yogyakarta, Assurance does not affect the satisfaction of issuing the divorce certificate in the Religious Court of Yogyakarta, Empathy has positive and significant effect to the satisfaction and Tangible have positive and significant influence to the satisfaction of issuing the divorce certificate in the Religious Court of Yogyakarta. Keywords: Quality of Service, Satisfaction
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