Customer oriented study on service strategy to improve service quality

2013 ◽  
Author(s):  
Yong Tian ◽  
Liying Yu
Keyword(s):  
Service Quality ◽  
Service Strategy ◽  
Improve Service Quality

Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Tabungan Britama Pada Bank BRI Cabang Fatmawati

Liquidity ◽  
2018 ◽  
Vol 1 (1) ◽  
pp. 72-80
Author(s):  
Viva Faronika ◽  
Asriyal Asriyal
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Acceptable Level ◽  
Level Of Service ◽  
Level Of Satisfaction ◽  
Service Policies ◽  
Improve Service Quality ◽  
Relationship Of

If the customer is greater than acceptable level of service, the cutomer is not satisfied. Conversely, if an acceptable level of service greater than the expectations of customers, the customer will be satisfied. This means that if Bank BRI branch Fatmawati can improve service quality to its customer it will affect the level of satisfaction. In this research found evidence that, in terms of the creation of quality services, Bank BRI branch Fatmawati is one of the branches that participate to implement the established policies and service in accordance with the exiting service standard in the banking world. Amount of influence the determination of quality of service policies applied by the Bank BRI branch Fatmawati indicated by r2. r2 value only 45 % and the rest 55 % influenced by other variables not studied. Meanwhile, the variable relationship of service quality to customer satisfaction can be seen from the values r = 0,67. This shows the value of the correlation coefficient between the variables of service quality to customer satisfaction. This means there are strong relationships between the independent variable X (quality of service) to the dependent variable Y (customer satisfaction). Since r = 0,67 (67 %) greater then 50 %.

scholarly journals Analisis Manajemen Mutu Terpadu (TQM) dalam Pelayanan Rumah Sakit

2019 ◽  
Author(s):  
vovi tridian ulfah ◽  
Hade Afriansyah ◽  
Rusdinal
Keyword(s):  
Service Quality ◽  
Medical Equipment ◽  
Medical Personnel ◽  
The Future ◽  
The Government ◽  
Improve Service Quality

In order to improve service quality conduct and synergize management to complement hospitals medical equipment supported by medical personnel who are quite reliable in their fields. Steps taken by the hospital, among others, cooperating with the government, opportunities for open relations partnership for investors to develop this hospital to be better in the future

scholarly journals PERSEPSI DOKTER UMUM DI FASILITAS KESEHATAN TINGKAT PERTAMA KLINIK KIMIA FARMA 125 DENPASAR TENTANG SISTEM KAPITASI BERBASIS PEMENUHAN KOMITMEN PELAYANAN DI ERA JAMINAN KESEHATAN NASIONAL

2019 ◽  
Vol 6 (1) ◽  
pp. 18
Author(s):  
Coratry Shovariah Premilga ◽  
Rina Listyowati ◽  
Putu Ayu Indrayathi
Keyword(s):  
Data Collection ◽  
Health Services ◽  
Service Quality ◽  
General Practitioners ◽  
Capitation Payment ◽  
Collection Method ◽  
Interview Method ◽  
Depth Interview ◽  
Improve Service Quality ◽  
Service Standards

ABSTRAK Sistem kapitasi berbasis pemenuhan komitmen pelayanan yang diatur dalam peraturan BPJS Kesehatan No 2 tahun 2015 mulai diberlakukan per 1 Januari 2017. Adanya perubahan pola pembayaran kapitasi tentunya akan mendapatkan berbagai macam persepsi dokter umum sebagai PPK di FKTP Klinik Kimia Farma 125 Denpasar. Persepsi ini penting untuk diketahui karena akan mempengaruhi perilaku yang akan diberikan oleh dokter umum terhadap pasien JKN. Penelitian ini bertujuan untuk mengetahui efektivitas penyelenggaraan dari sistem kapitasi JKN berbasis pemenuhan komitmen pelayanan.  Desain penelitian ini adalah deskriptif kualitatif, dipilih delapan orang dokter umum di Klinik Kimia Farma 125 Denpasar yang ditentukan sesuai kriteria sebagai informan. Penelitian dilakukan pada bulan Mei hingga Juli 2017 bertempat di Klinik Kimia Farma 125 Denpasar. Metode pengambilan data menggunakan metode wawancara mendalam (indepth interview) yang dilakukan selama 20 hingga 40 menit. Hasil penelitian persepsi dokter umum terhadap sistem kapitasi berbasis pemenuhan komitmen pelayanan dimana sebagian besar dokter umum setuju besaran tarif kapitasi yang diberikan oleh BPJS Kesehatan cukup untuk melaksanakan pelayanan kesehatan, sistem kapitasi dirasa dapat meningkatkan kesejahteraan dokter. Standar pelayanan yang diberikan pada era JKN mengikuti standar yang telah diatur oleh BPJS Kesehatan. Dalam pelaksanaannya upaya komitmen pelayanan dilakukan dengan cara menambahkan poli untuk mengurangi waktu antrian. Indikator komitmen pelayanan yang diatur dapat menjadi motivasi untuk meningkatkan mutu pelayanan. Untuk memaksimalkan pemberlakuan sistem kapitasi berbasis pemenuhan komitmen pelayanan, diperlukan upaya tambahan dalam bentuk program promotif dan preventif. BPJS Kesehatan untuk mengelola layanan dan komunikasi dengan dokter diperlukan sosialisasi yang maksimal terhadap program promotif dan preventif untuk meningkatkan kunjungan sehat. Keywords: Persepsi, Kapitasi, Pemenuhan Komitmen Pelayanan ABSTRACT The capitation system based on fulfilling the service commitments regulated in BPJS Kesehatan No 2 tahun 2015 began to take effect as of January 1, 2017. The change in capitation payment patterns will certainly get a variety of perceptions of general practitioners as PPK at FKTP Kimia Farma 125 Denpasar Clinic. This perception is important to know because it will affect the behavior that will be given by general practitioners towards JKN patients. This study aims to determine the effectiveness of the implementation of the JKN capitation system based on fulfilling service commitments. The design of this study was descriptive qualitative, selected eight general practitioners at the Kimia Farma 125 Denpasar Clinic which were determined according to the criteria as informants. The study was conducted in May to July 2017 at the Kimia Farma 125 Clinic in Denpasar. The data collection method uses the in-depth interview method (indepth interview) which is conducted for 20 to 40 minutes. The results of research on the perception of general practitioners of the capitation system based on the fulfillment of service commitments where most general practitioners agree that the amount of the capitation tariff provided by BPJS Health is sufficient to carry out health services, the capitation system is considered to be able to improve the welfare of doctors. Service standards provided in the JKN era followed the standards set by the Health BPJS. In the implementation of the service commitment efforts carried out by adding poly to reduce queuing time. Indicators of service commitment that are set can be a motivation to improve service quality. To maximize the implementation of a capitation system based on fulfilling service commitments, additional efforts are needed in the form of promotive and preventive programs. BPJS Health to manage services and communication with doctors requires maximum socialization of promotive and preventive programs to increase healthy visits. Keywords: Perception, Capitation, Fulfillment of Service Commitments  

scholarly journals Relationship between Service Quality and Customer Delight and Customer Loyalty at the Fitness Center Business in East Java

2021 ◽  
Vol 2 (3) ◽  
pp. 117-124
Author(s):  
Ony Thoyib Hadiwijaya ◽  
Amiartuti Kusumaningtyas ◽  
Abdul Halik
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Standard Equipment ◽  
Unit Of Analysis ◽  
Fitness Center ◽  
Customer Delight ◽  
The Individual ◽  
Improve Service Quality ◽  
The Relationship

This article aims to analyze the relationship between Service Quality and Customer Delight and Customer Loyalty at the Fitness Center Business in East Java. This research method This research is an explanatory research. The unit of analysis in this study is the individual. The respondents of this research are members of the Fitness Center in East Java. The population in this study were all fitness members in the East Java region who during 2019-2020 years extended their membership at least twice and were in East Java, especially the Kartosusilo Gate area which includes the cities of Gresik, Bangkalan, Mojokerto, Surabaya, Sidoarjo and Lamongan. The number of sufficient samples is 365 respondents. The results show that Service Quality has no significant effect on customer delight. This is because with standard equipment and services, members feel happy. Likewise, the characteristics of the majority of fitness center members are individuals who feel quite happy with the situation and conditions provided by the manager, thereby indicating that the Service Quality at the current Fitness Center business in East Java has not been able to encourage an increase in customer delight. The results of this study also show that Service Quality has a significant effect on Customer Loyality, thus Service Quality at the current Fitness Center business in East Java can encourage the increase in Customer Loyality. Given the large role of service quality on customer loyalty, it is recommended that companies always maintain and improve service quality at the Fitness Center business in East Java.

scholarly journals Enhance Strategy Promotion University of Medan Area to Increasing the Number of New Students during the COVID-19 Pandemic

2021 ◽  
Vol 8 (5) ◽  
pp. 432-437
Author(s):  
Muhammad Al Fikri
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Student Satisfaction ◽  
Structural Equation ◽  
Private Universities ◽  
State Universities ◽  
Equation Modeling ◽  
New Students ◽  
Improve Service Quality ◽  
Positive Word Of Mouth

Private and State Universities are still faced with competition between universities to increase the number of students especially during the Covid 19 period. This research aims to analyze the effect of each of the variables of e-service quality, e-satisfaction, positive Word of Mouth / WoM, either directly or indirectly. Data were collected from 200 students from one of the best private universities in North Sumatra (Medan), and processed using Structural Equation Modeling / SEM. From the results of data processing, all tested hypotheses can be accepted, and research found that to encourage positive WoM, PTS must be sensitive to the creation of student satisfaction. Positive WoM can be an effective advertising promotion tool for PTS to get new student candidates through existing student recommendations. In addition, to increase e-customer satisfaction, PTS is required to always improve service quality that is delivered through online services. Keywords: e-service quality, e-customer satisfaction, positive WoM, private universities.

scholarly journals Factors affecting service quality at Vietnamese retail banks

2018 ◽  
Vol 13 (2) ◽  
pp. 39-48
Author(s):  
Tran Phi Hoang
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Service ◽  
Sustainable Growth ◽  
Important Lesson ◽  
Group Discussions ◽  
Factors Affecting ◽  
Improve Service Quality ◽  
Retail Banks ◽  
Loyal Customers

Sustainable growth and development can be the most important lesson that banks have learned in recent decades. Banks would gain many benefits, win the competition and develop sustainably if there have been more and more loyal customers. Customer satisfaction will help build customer loyalty. In order to have loyal customers, service quality must be good. Quality customer service of the bank is to ensure customer satisfaction and take their needs into consideration to improve service quality. High customer service quality will generate value not only to meet customer needs but also the expectations of customers and make banks more prominent than their competitors. This study identifies factors that affect customer satisfaction with the service quality at Vietnamese retail banks. The results are obtained by qualitative and quantitative method. The research model with a questionnaire consisting of 22 variables, 5 scales for a survey of 554 customers, is identified and developed through interviews with experts and group discussions. The findings show that customer satisfaction with the service quality at retail banks is influenced by “reliability”, “responsiveness”, “empathy”, “security”, and “tangibles”. Based on the findings, solutions for improving service quality are proposed for Vietnamese retail banks.

scholarly journals Meningkatkan Kualitas Pelayanan Perpustakaan Terhadap Generasi Digital Native

2019 ◽  
Vol 7 (1) ◽  
pp. 57
Author(s):  
Eko Sulistyo
Keyword(s):  
Service Quality ◽  
Communication Technology ◽  
Digital Natives ◽  
The Internet ◽  
Library Services ◽  
Digital Native ◽  
Daily Lives ◽  
Younger Generation ◽  
Improve Service Quality

<p>Improving the Quality of Library Services for Digital Native Generations. The generation of Digital Natives, the younger generation born and living in the internet era, tends to use the internet in their daily lives. They are very master of this and of course require librarians to be able to provide access based communication technology. To improve service quality in addition to facilities and communication technology, libraries must provide collections that can be accessed through the internet, so that they can be read anytime and anywhere, including E-Book, E-Paper and E-Journal. Primarily is the collection of E-Journal.</p><p> </p><p>Meningkatkan Kualitas Pelayanan Perpustakaan  Terhadap Generasi Digital  Native. Generasi <em>Digital Natives</em>, yaitu generasi muda yang lahir dan hidup pada era internet cenderung menggunakan dunia internet dalam kehidupan sehari-hari. Mereka sangat menguasai akan hal ini dan tentunya menuntut pustakawan mampu menyediakan akses berbasis teknologi komunikasi tersebut. Untuk meningkatkan kualitas pelayanan selain fasiltas dan teknologi komunikasi, perpustakaan harus menyediakn koleksi yang sudah bisa diakses melalui internet, sehingga bisa dibaca kapan saja dan dimana saja, antara lain yaitu E-Book, E-Paper dan E-Journal.Utamanya adalah koleksi E-Journal.</p>

Determination of the Best Employees to Improve Service Quality using the SAW Algorithm

2021 ◽  
Author(s):  
Okkita Rizan ◽  
Chandra Kirana ◽  
Hamidah ◽  
Hengki ◽  
Harrizkie Arie Pradana ◽  
...  
Keyword(s):  
Service Quality ◽  
Improve Service Quality

Customer Satisfaction via Service Quality Dimensions

2016 ◽  
pp. 1829-1846
Author(s):  
Gyaneshwar Singh Kushwaha ◽  
Shiv Ratan Agrawal
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Convergent Validity ◽  
Discriminant Validity ◽  
Future Research ◽  
Validity And Reliability ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Improve Service Quality ◽  
The Relationship

The purpose of the study is to measure the customer satisfaction via service quality dimensions as a whole and individually in the context of stock broking services. A non probability convenient sampling approach has been used in the study. Respondents have been restricted to those who have the experience of trading in stock market through stock brokers. The sample consisted of 229 valid individual customers from Bhopal (MP), India through structured self-administrated questionnaire. Convergent validity, discriminant validity and reliability of the collected data were measured before testing of the research model. An exploratory factor analysis has been conducted using principal components analysis to determine the dimensions of financial service quality. A linear regression was performed to test the relationship between the service quality dimensions and customer satisfaction. The findings suggest that service quality as a whole and individually have a significant impact on customer satisfaction. The results of the study provide useful information for managers to improve service quality which leads to customer satisfaction. The findings were solely on stock broking services from Bhopal (MP) in India which impacts its generalisability. Replication of the present study might be required in other stock broking markets, to improve generalisability using larger samples. Another potential area for future research could be the link between service quality dimensions, customer satisfaction and customer loyalty and customer retention at stock broking services. The study is important considering the economic advantages of satisfying and retaining current customers as opposed to seeking for new customers which is essential in stock broking services. The paper contributes to the literature on stock broking services in India.

Customer Satisfaction via Service Quality Dimensions

2014 ◽  
Vol 5 (3) ◽  
pp. 32-48 ◽  
Author(s):  
Gyaneshwar Singh Kushwaha ◽  
Shiv Ratan Agrawal
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Convergent Validity ◽  
Discriminant Validity ◽  
Future Research ◽  
Validity And Reliability ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Improve Service Quality ◽  
The Relationship

The purpose of the study is to measure the customer satisfaction via service quality dimensions as a whole and individually in the context of stock broking services. A non probability convenient sampling approach has been used in the study. Respondents have been restricted to those who have the experience of trading in stock market through stock brokers. The sample consisted of 229 valid individual customers from Bhopal (MP), India through structured self-administrated questionnaire. Convergent validity, discriminant validity and reliability of the collected data were measured before testing of the research model. An exploratory factor analysis has been conducted using principal components analysis to determine the dimensions of financial service quality. A linear regression was performed to test the relationship between the service quality dimensions and customer satisfaction. The findings suggest that service quality as a whole and individually have a significant impact on customer satisfaction. The results of the study provide useful information for managers to improve service quality which leads to customer satisfaction. The findings were solely on stock broking services from Bhopal (MP) in India which impacts its generalisability. Replication of the present study might be required in other stock broking markets, to improve generalisability using larger samples. Another potential area for future research could be the link between service quality dimensions, customer satisfaction and customer loyalty and customer retention at stock broking services. The study is important considering the economic advantages of satisfying and retaining current customers as opposed to seeking for new customers which is essential in stock broking services. The paper contributes to the literature on stock broking services in India.

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