PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PADA PT. TELKOM WITEL JAKARTA SELATAN

Alam Firdaus Heriza; Endah Wartiningsih

doi:10.32722/epi.v12i2.717

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Peer-reviewers assist the editors in making decisions to accept or reject articles that enter EPIGRAM (e-journal), peer-reviewed (a sustainable partner) to conduct a blind review and evaluation of papers that are reasonable in authors expertise. The reviewers do not know the author's name and the name of the author's institution as blind-review. It aims to avoid conflicts of interest and to assure the quality of the paper.

Each paper is reviewed at least by a reviewer using track change in the article. All comments and suggestions from the reviewers are written using track change. It is to facilitate the editor and writer teams in communicating the results of the review. Thus, EPIGRAM (e-journal) does not require any other form to deliver the results of the report from the reviewers to the editorial team.

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Publication Ethics Statement

CODE OF ETHICS FOR SCIENTIFIC PUBLICATIONS

Foreword

The ethics of scientific publications in EPIGRAM (e-journal) is used to guide that all the writings published in the journal have followed ethical principles in academic publications to prevent misunderstandings and conflicts. This paper presents several articles related to the field of language, social science, culture, and education on ethics in this journal publication (authors, editors, truthful partners, publishers, and readers).

Guidelines on Ethics in Journal Publications

EPIGRAM (e-journal) publishes articles from the results of scientific research in the field of language, social science, culture, education and has not been edited or in the process of submission in other publications.

The proposed articles can come from the fields of languages, social sciences, cultures, and education.

EPIGRAM (e-journal) is a peer-reviewed journal in the publication of an article in building a coherent and recognized network of knowledge about languages, social sciences, cultures, and education. The papers sent to EPIGRAM (e-journal) must be able to point the quality of the writing of the author. Therefore, it is essential to arrange standards in ethical behavior for all colleague engaged in the publication: authors, editors, partners, publishers, and journal sponsors.

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Standard Article

Articles are original reports of research results and present accurate articles from research conducted by the objectives. The data presented in the paper must be accurate based on research results. Published articles must be adequate and detailed so that they can use as references or references for other researchers. The team editor will not accept presented data, not by ethical behavior in EPIGRAM (e-journal).

Plagiarism and Originality

The author has to ensure the article written is the original work of the author himself. If the author enters the results of the research or references from others, the author must admit the name of the author of the article. Plagiarism is an action of imitating and copying all items relating to what is written by another writer and claimed by another author without including the original author. This deed of plagiarism is unethical behavior in the publication and not able accepted in EPIGRAM (e-journal). Entering the same article to more than one journal is unethical behavior and is not acceptable.

The Authors and Co-authors of the Article

The author and co-authors of the article are who has engaged significantly to the concept of writing, those who have contributed to significant contributions registered as co-authors. The author must assure the conformity of the articles with the co-authors before submitting for EPIGRAM (e-journal).

Errors in Published Articles

When the author discovers a fundamental mistake or inaccuracy in the research that will be published by the EPIGRAM (e-journal), the author's obligation to immediately notify the journal editor or editorial board to retract the article and correct it.

EDITORIAL BOARD OF ASSIGNMENTS

Publication Decision and Justice in Publication

The editorial team of EPIGRAM (e-journal) is responsible for deciding which articles publish in EPIGRAM (e-journal). Sustainable reviewers work closely with the editorial team in determining which they are eligible to be published in EPIGRAM (e-journal). Editors and sustainable partners evaluate the articles for content regardless of gender, relatives, ethnic origin, religious beliefs, citizenship, or political philosophy of the writer.

Confidentiality of the Process Publication

The Editors and staff editors prevent the leak of author confidentiality and the writing before the article published in EPIGRAM (e-journal). The editorial team and editorial staff did not give the names and institutions of origin of all authors to sustainable reviewers to ensure that reviewing in the blinded review paper.

Information Disclosure and Conflict of Interest

Entered articles but not published in EPIGRAM (e-journal) may not be used by the editorial team in their research without the written approval of the author. Specific data obtained through peer review must be kept confidential and not used for personal concerns. The editorial team conducts appropriate actions in addressing this, such as publication.

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The editor will take steps when there is an ethics complaint in the paper. These steps start from contacting the author of the article and giving consideration to the claim in objection, but also including further communication with relevant agencies and research bodies, repairs to publications, and appropriate actions related to the charge.

DUTIES OF REVIEWERS

The Decision of the Editorial Team

Peer-reviews assists the editor in making decisions to be accepted or rejected by an article that enters EPIGRAM (e-journal), peer-reviewed (a sustainable partner) to conduct a blinded review and evaluation of papers that are reasonable in authors expertise. The reviewers do not know the author's name and the name of the author's institution as blind-review. It means to avoid conflicts of interest and to assure the quality of the paper.

Each paper is reviewed at least by two reviewers using track change in the article. All comments, suggestions, and reviewers' comments are written by using track change. It is to facilitate the editor and writer team in communicating the results of the review. Thus, EPIGRAM (e-journal) does not require any other form to deliver the results of the report from the reviewer to the editorial team.

Punctuality

The review process in EPIGRAM (e-journal) generally takes 1-4 months, and if the review process takes longer because of one reason or another, the editor will communicate to the author. The editor team expects the administrative review process, the improvement of the author and the publication of the article, taken out six months.

Confidentiality

Every received article treated as a confidential document. The section may not be discussed with other parties unless permitted by the editorial board.

The Review Must be Objective

The editor team strives to review articles objectively. The results of the analyses have to sharpen the writing, especially in strengthening the results and discussion of the research objectives so that it can support the improvement of the article.

Source / Reference Recognition

The reviewer should identify relevant research that will be published that there is no plagiarism by the author. The reviewer must observe, explore each statement in the discussion and report by the relevant quote. Reviewers must also provide an understanding of the editor regarding substantial similarities and overlap with the articles before the article is published.

Screening For Plagiarism

The documents must meet the maximum similarity limit of 20% to proceed to the review process. To check the possibility of plagiarism manuscript is submitted using the application Ithenticate

Published Dec 30, 2015

https://doi.org/10.32722/epi.v12i2.717

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Statistic

Vol. 12 No. 2 (2015)

Alam Firdaus Heriza

Jurusan Administrasi Bisnis Terapan, Administrasi Niaga

Endah Wartiningsih

Jurusan Administrasi Bisnis Terapan, Administrasi Niaga

Abstract

Penelitian ini bertujuan untuk menganalisa pengaruh dari kualitas pelayanan terhadap kepuasan konsumen pada PT Telkom Witel Jakarta Selatan. Penelitian ini dilaksanakan dengan menyebarkan kuesioner kepada 100 konsumen yang mendapatkan pelayanan di PT Telkom Witel Jakarta Selatan dari tanggal 1 Juni sampai 1 Juli 2015. Alat analisa yang digunakan untuk mengukur pengaruh kualitas pelayanan terhadap kepuasan konsumen adalah analisa regresi linear sederhana. Hasil dari penelitian ini menunjukkan bahwa dimensi reliability, responsiveness, assurance, empathy, dan tangibles berpengaruh terhadap kepuasan konsumen pengguna layanan PT Telkom Witel Jakarta Selatan. Sedangkan dimensi yang paling dominan mempengaruhi kepuasan konsumen adalah dimensi pelayanan assurance (jaminan). Pengaruh kualitas pelayanan terhadap kepuasan dapat dilihat pada perhitungan koefisien determinasi, diketahui bahwa sumbangan atau pengaruh variabel pelayanan (X) terhadap kepuasan (Y) yang ditunjukkan oleh R square sebesar 64,8 atau 64,8% maka angka ini menunjukkan bahwa variabel pelayanan memberikan pengaruh yang positif sebesar 64,8% terhadap kepuasan, sedangkan sisanya 35,2% dipengaruhi oleh variabel lain diluar variabel bebas yang tidak diteliti. Dari hasil penelitian diketahui bahwa pelayanan (variabel bebas) memiliki pengaruh yang signifikan terhadap kepuasan (variabel terikat). Dan pengaruh positif yang tinggi kualitas pelayanan terhadap kepuasan .

Kata kunci : kualitas pelayanan, reliability, responsiveness, assurance, empathy, tangibles, kepuasan konsumen.

This research aims to analyze the influence quality of service for customer satisfaction at PT Telkom Witel South of Jakarta. The dimensions quality of service used in this research are reliability, responsiveness , assurance , empathy , and tangibles . This research was carried out with distributing questionnaires to 100 customers of PT Telkom Witel South of Jakarta who come and used service at PT Telkom Witel South of Jakarta from june 1st until july 1st2015 . Tool analyzer is used to measure the effect quality of service to the customer satisfaction is multiple linear regression analysis . Results from this this research shows that the dimensions of reliability, responsiveness , assurance , empathy , and tangibles have an effect on customer satisfaction that used the service at PT Telkom Witel South of Jakarta . while the dimensions that have most dominant influence on customer Satisfaction is assurance. The influence of the quality of the service for satisfaction can be seen on calculations of the coefficients determined , be seen that contributions services or variable influence ( x ) against satisfaction ( y ) that is indicated by r square of insurance or % hence this rate shows services to exert an influence that a variable a positive % to satisfaction of insurance , while the rest 35.2 % influenced by other variables outside free variables not be researched .From the research service be seen that ( of variable free ) having an influence that was significantly to satisfaction ( of variable bound ) .And a positive influence the quality of the service for high satisfaction .
Key word : service quality, reliability, responsiveness, assurance, empathy, tangibles, customer satisfaction.

How to Cite

Heriza, A. F., & Wartiningsih, E. (2015). PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PADA PT. TELKOM WITEL JAKARTA SELATAN. EPIGRAM (e-Journal), 12(2). https://doi.org/10.32722/epi.v12i2.717



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