Studi Kualitas Pelayanan Nasabah Pada Bank Mandiri Area Semarang Pahlawan

2021 ◽  
Vol 20 (1) ◽  
pp. 53-72
Author(s):  
Inggrid Benedicta Sutanto ◽  
I Made Sukresna
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Service ◽  
Sampling Method ◽  
Primary Data ◽  
Analysis Tool ◽  
Purposive Sampling ◽  
Qualitative Descriptive ◽  
Descriptive Approach

The objectives of this study are: (1). Assessing customer service quality in the aspects of tangibles, reliability, responsiveness, assurance, and empathy; (2). Assessing ways to increase customer satisfaction in order to achieve or exceed service targets. The type of data used is primary data which comes from 2 (two) groups of informants, namely customers and employees, with a purposive sampling method. The analysis tool uses a pure qualitative descriptive approach. The results of the study prove that: Customer satisfaction with the services provided by Bank Mandiri Semarang Pahlawan area regarding the dimensions of tangibles, reliability, responsiveness, assurance, and empathy is at the level of confirmation or satisfaction. Furthermore, how to increase customer satisfaction in order to achieve or exceed service targets by providing more attractive facilities, the number of front liner officers and queuing seats added, strategies to stay on time and fulfill obligations as marketing, increase cooperation with all departments.

PENGARUH KUALITAS PRODUK DAN KUALITAS LAYANAN TERHADAP KEPUASAN PELANGGAN

2017 ◽  
Vol 5 (3) ◽  
Author(s):  
Ismail Razak, SE., MS. ◽  
Nirmala Putri Sari
Keyword(s):  
Data Analysis ◽  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Sampling Method ◽  
Primary Data ◽  
Analysis Method ◽  
Simple Linear Regression ◽  
The City

The aim of this study was to analize the effects of product quality and service quality on the customer satisfaction. This study took place in the City of Bekasi and objects in this study are all customer who use the Matrass GM-9000. Primary data was obtained from customers of Matrass GM-9000 in Bekasi City through admission filling of questionnaire by using scale of Likert. The respondent of this study was chosen through accidental sampling method, and data analysis method was simple linear regression and multiple linear regression. The results of this study indicated that product quality and service quality positively and significant influenced the customer satisfaction

scholarly journals Analisis Kepuasan Pelanggan Terhadap Pelayanan Jasa Rumah Kost Dempo Di Kota Pontianak

2015 ◽  
Vol 10 (2) ◽  
pp. 395
Author(s):  
Daved Hendrawan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Total Sample ◽  
Analysis Tool ◽  
Five Dimensions ◽  
Purposive Sampling ◽  
Customer Complaints ◽  
Fifth Dimension ◽  
Boarding House ◽  
Descriptive Method

This study aims to analyze customer satisfaction VIP boarding room against Dempo services Boarding House in Pontianak. The method used in this research is descriptive method. The population of this study is that all customers who rent a room in a boarding VIP Boarding House Dempo through 2013 amounted to 582 people with a total sample of 100 people were taken using purposive sampling, ie customers who have rented a VIP boarding room for at least one month and aged 20 years and over . This study uses five dimensions of service quality as a variable, namely reliability (reliability), responsiveness (responsiveness), assurance (assurance), empathy (empathy) and intangible (tangible) in which includes as many as 26 service attributes and measured using a Likert scale. The fifth dimension is used to measure customer satisfaction VIP boarding room against Dempo services Boarding House in Pontianak. The analysis tool is SERVQUAL (service quality). The results showed that the boarding room VIP customers are not satisfied with the services Dempo Boarding House in Pontianak because SERVQUAL scores (gap) is negative. This means that expectations (expectations) VIP customers boarding room is greater than the performance of services. SERVQUAL scores (gap) five dimensions of service is negative with dimensions of responsiveness (responsiveness) had the highest level of dissatisfaction and dimensions of reliability (reliability) has the lowest level of dissatisfaction. Service attributes that have the highest level of dissatisfaction is the speed of the employees in responding to and addressing any customer complaints VIP boarding room (dimensions of responsiveness) with a score of SERVQUAL (gap) the highest. While the service attributes that have the lowest level of dissatisfaction is the comfort of the VIP boarding room to be occupied (dimensions collateral) with a score of SERVQUAL (gap) the lowest.

scholarly journals DISKRIMINASI PADA PRIA BERGAYA FEMININ

2016 ◽  
Vol 3 (1) ◽  
Author(s):  
Resi Yulia ◽  
Yusuarsono ◽  
Anis Endang SM
Keyword(s):  
Gender Differences ◽  
Sampling Method ◽  
Double Burden ◽  
Purposive Sampling ◽  
The Feminine ◽  
Qualitative Descriptive ◽  
Descriptive Approach ◽  
Attitude Behavior

This study aimed to find out the discrimination in feminine men in Sawah Lebar, Bengkulu. Discrimination occured because people only recognize two sexes, the female and male. In society, gender differences had not only biological implications, but also social and psychological because people have different expectations on the attitude, behavior, and appearance between women and men.This research used a qualitative descriptive approach. Informants were taken by using purposive sampling method. Data were collected by using interview, observation and documentation techniques. The results showed a picture of discrimination as evidenced by marginalization, subordination, stereotyping, violence, and double burden among the feminine men in society.  Keywords: discrimination, feminine men, gender differences

scholarly journals The Influence of Service Quality and Price on Customer Satisfaction: Case Study of PT. Lion Mentari Airlines

2021 ◽  
Vol 5 (1) ◽  
pp. 51-62
Author(s):  
Sudarmawan Samidi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Strategic Management ◽  
Research Method ◽  
Quantitative Research ◽  
Sampling Method ◽  
Aviation Industry ◽  
Satisfaction Level ◽  
Purposive Sampling

The purpose of this research is to examine the influence of service quality and price partially or simultaneously to customer satisfaction level on using services from PT. Lion Air flight operation at Soekarno Hatta Airport. Quantitative research method is used in this study through questionnaires to 160 respondents. Purposive sampling method was chosen to collect the data, then the data were then analysed using SPSS to achieve the study’s objective. The results showed that service quality and price have significant effect on customer satisfaction simultaneously and partially. This study give contribution for the practitioners in aviation industry to put service quality and price as one of their strategy to increase customer satisfaction, and this study also can be used by academicians and future researchers to enhance their knowledge in the field of marketing and strategic management.  

scholarly journals HARGA, PROMOSI, DAN KUALITAS PELAYANAN SEBAGAI ANTESEDEN KEPUASAN PELANGGAN YANG DI MEDIASAI OLEH KEPUTUSAN MENGGUNAKAN OJEK ONLINE DI YOGYAKARTA

2020 ◽  
Vol 9 (2) ◽  
pp. 241
Author(s):  
Taufiq Hidayat ◽  
Sukardi Sukardi
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Sampling Method ◽  
Sampling Technique ◽  
Primary Data ◽  
Analysis Tool ◽  
Independent Variables ◽  
The City ◽  
Positive Effect

Customer satisfaction is an asset for the company to be a benchmark for the company's success in serving customers. Since its establishment in 2010, GOJEK has consistently  served  the  community,  presenting  efficient  and  effective transportation  to the Indonesian people spread across several cities. By maintaining the values of a friendly Indonesian character. The population in this study were GO-JEK users. While the sample in this study is GO-JEK users more than once in the city of Yogyakarta.  The sampling technique uses a non-probability sampling method. While the data used in this study are primary data by  obtaining the data needed by  using information techniques, namely by distributing  questionnaires.  The analysis tool uses multiple linear regression, and doing a partial test  knowing  whether the independent variables individually have a significant effect on the dependent variable, do the r-test to measure the ability of the model to explain the ability of the dependent variable.The results of the analysis can be concluded that: Price does not have a positive effect on user decisions. Promotion does not have a positive effect on user decisions. Service quality does not have a positive effect on user decisions. User decisions have a positive effect on customer satisfaction. User decisions do not mediate between Price, Promotion and Quality of Service.

scholarly journals Analisis Perbandingan Kualitas Pelayanan Pada PT. Pos Indonesia Dan J&T Express Di Tenggarong

2021 ◽  
Vol 21 (2) ◽  
pp. 49-61
Author(s):  
Martha Trya Fatimah ◽  
Erwinsyah Erwinsyah ◽  
Ali Akbar
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Quantitative Data ◽  
Sampling Method ◽  
Analysis Tool ◽  
Questionnaire Data ◽  
Purposive Sampling ◽  
Consumer Complaints ◽  
Physical Defects

Abstract:   The purpose of this study was to compare the quality of service at PT Pos Indonesia and J&T Express in Tenggarong. The problem in this research is the reality that occurs in expedition services and at PT Pos Indonesia and J&T Express in Tenggarong related to consumer complaints such as delivery of goods not on time, checking through the item tracking feature sometimes errors, lost goods during delivery, goods have physical defects when arrive at the destination, the response to consumer complaints is not well served, and so on.This study uses quantitative data obtained from questionnaire data. The number of research samples as many as 100 people using purposive sampling method. The analysis tool uses the Mann Whitney U test.Based on the results of the study indicate that there are differences in service quality at PT Pos Indonesia and J&T Express in Tenggarong. This is evidenced from the results of calculations using SPSS, the Asym Sig value on the tangible dimension is 0.000, Asymp Sig on the empathy dimension is 0.013, Asymp Sig on the responsiveness dimension is 0.001, Asymp Sig on the reliability dimension is 0.013 and Asymp Sig on the guarantee 0.000. This shows that all dimensions have Asymp sig < 0.05, so the hypothesis which states "that there is a difference in service quality between PT Pos Indonesia and J&T Express in Tenggarong" is accepted because it is proven to be true.   Keywords: Service Quality, Tangible, Empathy, Responsiveness, Reliability, Assurance

scholarly journals Analisis Pengaruh Variabel Kualitas Layanan Terhadap Kepuasan Pelanggan Apotek Kimia Farma Jember

2017 ◽  
Vol 4 (1) ◽  
pp. 49
Author(s):  
Choirunnisa' Kurnia Safitri ◽  
Ketut Indraningrat ◽  
Imam Suroso
Keyword(s):  
Customer Satisfaction ◽  
Sampling Method ◽  
Secondary Data ◽  
Primary Data ◽  
Analysis Tool ◽  
Physical Evidence ◽  
Many Sources ◽  
Variable Quality

This research aimed to analyze the effect of variable quality services to customer satisfaction in Kimia Farma PharmacyJember. The population in this research are customers of Kimia Farma Pharmacy Jember. Sampling method used is purposivesampling with the number of respondents 108 people. Variables used are 5 variables. This research located in Kimia FarmaPharmacy Jember. Primary data used in this research is the answer of the questionnaire, while secondary data in this study is ageneral overview of Kimia Farma, literature from many sources, and also from previous research. The analysis tool usedAnalysis Structural Equestion Modelling (SEM). The results showed that: 1) Physical evidence significantly effect oncustomer satisfaction in Kimia Farma Pharmacy Jember; 2) Reliability significantly effect on customer satisfaction in KimiaFarma Pharmacy Jember, and; 3) Responsiveness significantly effect on customer satisfaction in Kimia Farma PharmacyJember; 4) Assurance a significantly effect on customer satisfaction in Kimia Farma Pharmaciy Jember; 5) Empathysignificantly effect on customer satisfaction in Kimia Farma Pharmacy Jember.

scholarly journals Pengaruh Brand Image dan Persepsi Harga Terhadap Kualitas Pelayanan dan Kepuasan Pelanggan (Studi pada Pelanggan Datsun Nissan Martadinata)

2019 ◽  
Vol 8 (2) ◽  
pp. 1
Author(s):  
Oscar Marco Sanny Junior ◽  
William A. Areros ◽  
Riane J. Pio
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Quantitative Research ◽  
Sampling Method ◽  
Brand Image ◽  
Partial Least Square ◽  
Least Square ◽  
Price Perception ◽  
Purposive Sampling ◽  
Pls Analysis

The immediate objectives of this research is to determined the effect of (1) Brand Image towards Service Quality on Datsun Nissan Martadinata customers, (2) Brand Image towards Customer Satisfaction on Datsun Nissan Martadinata customers, (3) Price Perception of Service Quality on Datsun Nissan Martadinata customers, (4) Price Perception of Customer Satisfaction on Datsun Nissan Martadinata customers, and (5) Service Quality towards Customer Satisfaction on Datsun Nissan Martadinata customers. The quantitative research is adapted as the method in this study and used questionnaire as the reflection of its method. Datsun buyers at Nissan Martadinata Manado are used as the population and Datsun customers are used as the samples. The questionnaires will be distributed with purposive sampling method. This study uses SmartPLS software to assist the Partial Least Square (PLS) analysis. The study resulted in 3 hypotheses were rejected from 5 hypotheses.

scholarly journals PROFIL SUROSO DALAM PENGEMBANGAN TANAMAN SAYURAN DI KELURAHAN TALANG JAMBE KECAMATAN SUKARAMI KOTA PALEMBANG Suroso’s Profile In Developing Vegetables Crops In The Administrative Village Of Talangjambe Sub-Region Sukarame, Palembang City

2018 ◽  
Vol 6 (2) ◽  
pp. 138
Author(s):  
Sri Haryani ◽  
Khaidir Sobri ◽  
Rafeah Abubakar
Keyword(s):  
Sampling Method ◽  
Data Gathering ◽  
Mathematics Model ◽  
Vegetable Crops ◽  
Purposive Sampling ◽  
Qualitative Descriptive ◽  
Descriptive Approach ◽  
Administrative Village ◽  
External Characteristics

ABSTRACT This research aims to know the profile of Suroso in developing vegetable crops in the administrative village of Talang Jambe sub-region Sukarami,  Palembang city. This research has been conducted in the administrative village of TalangJambe, sub-region Sukarame Palembang city from April to June 2017. The research method used in this research is case study. For sampling method used in this research is purposive sampling  (samples are taken purposely).  Data gathering methods used in this research are observation and direct interview with selected respondents using questionnaire prepared beforehand. `Data processing and analysis methods were done in qualitative descriptive approach. To find out how big his income is, the approach of mathematics model was chosen and explained descriptively. The result of this research, the profile of Suroso can be seen through these following internal characteristics , external characteristics and the result shows that the income of Suroso. ABSTRAK     Penelitian ini bertujuan untuk mengetahui profil Suroso dalam pengembangan tanaman sayuran dan besarnya pendapatan Suroso di Kelurahan Talang Jambe Kecamatan Sukarami Kota Palembang. Penelitian ini telah dilaksanakan di Kelurahan Talang Jambe Kecamatan Sukarami Kota Palembang pada April sampai juni 2017. Metode penelitian yang digunakan dalam penelitian ini adalah studi kasus (case study), Untuk Metode penarikan contoh yang digunakan dalam penelitian ini adalah purposive sampling (secara sengaja) yaitu sampel diambil secara sengaja. Metode pengumpulan data yang digunakan dalam penelitian ini adalah observasi dan wawancara secara langsung kepada responden yang telah ditentukan dengan menggunakan alat bantu quisioner yang telah dipersiapkan sebelumnya. Metode pengolahan dan analisis data dilakukan menggunakan metode deskriptif kualititatif. Untuk mengetahui besarnya pendapatan usahatani Tanaman Sayuran digunakan analisa pendapatan dengan pendekatan  model matematis dan dijelaskan secara deskriptif. Dari hasil penelitian hasil penelitian, Profil Suroso yang dilihat dari karakteristik internal, karakteristik eksternal dan hasil penelitian menunjukan bahwa besarnya pendapatan Suroso dalam  Usahatani Tanaman Sayuran di Kelurahan Talang Jambe Kecamatan Sukarami Kota Palembang.

scholarly journals SERVICE QUALITY, CUSTOMER SERVICE QUALITY, CUSTOMER SATISFACTION, DAN CORPORATE IMAGE TERHADAP CUSTOMER LOYALTY PADA KLINIK KECANTIKAN DI JAKARTA

Media Bisnis ◽  
2020 ◽  
Vol 11 (2) ◽  
pp. 163-170
Author(s):  
MEGI TAMIA ◽  
WIBISONO SOEDIONO
Keyword(s):  
Regression Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Service ◽  
Customer Loyalty ◽  
Sampling Method ◽  
Corporate Image ◽  
Skin Care ◽  
Good Effect ◽  
Analyse Data

The purpose of this research to aware of the influence of service quality, customer satisfaction, and corporate image, toward customer loyalty on klinik kecantikan erha skin care at Jakarta. This study using regression analysis to analyse data. The research has 100 sample on klinik kecantikan erha skin care. Research used purposive sampling method to determine this study. This study found that service quality, customer satisfaction and corporate image good effect on customer loyalty on klinik kecantikan erha skin care in Jakarta.

Sign in / Sign up

Export Citation Format

Share Document