scholarly journals The Effect of Service Quality on T-Cash Customer Satisfaction using System Dynamics Framework

2019 ◽  
Vol 5 (1) ◽  
pp. 76
Author(s):  
Dhyna Octabriyantiningtyas ◽  
Erma Suryani
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
System Dynamics ◽  
Clinical Studies ◽  
Error Variance ◽  
Quality Of Services ◽  
User Friendliness ◽  
The Future ◽  
Simulation Results

Background: Every year, the number of T-Cash users is increasing significantly. However, the increase is not in sync with the number of T-Cash transactions. In this year, it was noted that active T-Cash users were only 35%. Some clinical studies have established an assessment of the quality of services, there are several dimensions assessed according to the topic of research. The dimensions of service quality used in this study are dimensions of efficiency, reliability, responsiveness, privacy, and security.Objective: This study aims to build general models and simulations in increasing customer satisfaction with the quality of T-Cash services and produce the best scenarios that can be used by policymakers in increasing customer satisfaction.Methods: System dynamics framework is utilized for the development of the model and scenarios. Because by using a system dynamics framework can predict service quality sometime in the future so that it can produce policies for the company.Results: The simulation results are considered valid because they produce E1 values of 3% (E1 valid when E1 ≤ 5%) and E2 of 7% (E2 valid when E2 ≤ 30%). E1 is mean comparison and E2 is error variance. Based on these 2 scenarios, a policy can be taken that scenario 1 significantly increases customer satisfaction compared to scenario 2.Conclusion: Based on the simulation that has been done, it can be concluded that the dimensions of responsiveness, privacy, reliability, security, and efficiency have an effect on improving service quality. On the scenario 1, it can be concluded that with the addition of the user friendliness dimension, the service quality will experience a significant increase over the next 5 years. 

Customer’s satisfaction on service quality at Vietnam Technological and Commercial Joint Stock Bank – An Giang Branch

2020 ◽  
Vol 4 (3) ◽  
pp. First
Author(s):  
Tran Minh Hieu ◽  
Nguyen Duong Ngoc Mai Chi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Test Method ◽  
Quality Of Services ◽  
Factors Affecting ◽  
Factors Influencing ◽  
Alpha Reliability ◽  
Survey Results ◽  
Development Orientation

This study applied SERVQUAL scale of Parasuraman et al to measure factors affecting customer satisfaction on service quality at Vietnam Technological and Commercial Joint Stock Bank - An Giang Branch (Techcombank An Giang). The study was conducted to survey 207 customers who have been using the service at Techcombank An Giang. The survey results were analyzed by the Cronbach's Alpha reliability test method, then used Exploratory factor analysis (EFA) to verify and evaluate the scale of service quality. The results of the regression analysis show that customer's satisfaction about service quality at Techcombank An Giang includes four factors: The factor with the highest level is the Empathy with Beta = 0.253, the second of factor is the Responsibility with Beta = 0.248, ranked third in the influence level is the Tangible with Beta = 0.235, and the lowest impact level is the Reliability with Beta = 0.144. The research also uses statistical methods to describe and test the differences of demographic factors with customer's satisfactionon service quality.The analysis results show that there is no difference between customer's satisfaction on service quality and factors such as gender, age, income, number of transaction banks, regular transaction banks, and time to use the service at Techcombank An Giang. Through the research results, the author would like to propose some ideas to improve the quality of services, thereby attracting new customers and importantly, keeping traditional customers because the development orientation of Techcombank is to take care of old customers to cross sell other products of the bank. The Stud results offer a basis for the branch to identify the factors influencing customer satisfaction on their service quality, thereby having an appropriate strategy to improve customer satisfaction.

scholarly journals Analisis Kepuasan Konsumen Dalam Menggunakan Jasa Pengiriman Paket Pos Optima Pada PT. Pos Indonesia (persero) Cabang Pontianak

2013 ◽  
Vol 9 (3) ◽  
pp. 293
Author(s):  
Syarifah Arini
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Average Rate ◽  
Survey Methods ◽  
Quality Of Services ◽  
Physical Evidence ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
High Level

Research to analyze customer satisfaction at optimal postal parcel delivery service at PT Pos Indonesia (Persero) Branch Pontianak. Dimension-imensi examined are reliability, responsiveness, assurance, empathy, and tangibles. This study used survey methods, data collection techniques, namely: observation, interviews, questionnaires, and documentation study. Samples used as many as 100 people by using purposive sampling. analysis using Cartesian diagram. The results of this study indicate that the majority of respondents were satisfied with the service of PT Pos Indonesia (Persero) Branch Pontianak with an average satisfaction level of 3.91 and the value of the average rate of interest of 4.34 dimension of service quality the most satisfied customers is assurance dimension and physical evidence, where the majority of respondents' votes are in quadrant B, which means that the interest and customer satisfaction are at a high level and in accordance with the wishes of the consumer. Dimensional quality of services that they are in quadrant A, which means the consumer is not satisfied then it should be further enhanced by the company. While the dimensions of the quality of services that are in quadrant C and D in which the interests of consumers are at a low level is considered normal practice even though consumers are satisfied because it is not very important.Keywords: Satisfaction, Service Quality Dimensions Services

scholarly journals PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN PELANGGAN (Studi Pada Hotel Timor Megah Kota SoE, TTS)

2020 ◽  
Vol 10 (3) ◽  
pp. 375-393
Author(s):  
Donar W Selan ◽  
Juita L D Bessie
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Sampling Technique ◽  
Total Sample ◽  
Coefficient Of Determination ◽  
Quality Of Services ◽  
Literature Study ◽  
Independent Variable ◽  
Mathematical Equations

More and more manufacturers are involved in meeting the needs and desires of customers, causing each company to set orientation to customer satisfaction as the main goal. There is a tendency that customer satisfaction or dissatisfaction can be influenced by the quality of services provided by the company. This research was conducted at the Timor Megah Hotel Kota SoE, TTS Regency. The purpose of this study is to determine the effect of service quality that can be measured by several dimensions, including: tangibles, responsiveness, reliability, assurance, and empathy on customer satisfaction Timor Megah Hotel. The independent variable (X) of this study is the dimension of service quality consisting of tangibles (X1), responsiveness (X2), reliability (X3), assurance (X4), and empathy (X5). While the dependent variable (Y) of this study is customer satisfaction. The sampling technique used is the Accidental Sampling technique, with a total sample of 99 people with the criteria of having stayed more than twice and staying period for 4 years (2015-2018). Data collection techniques used were interviews, questionnaires and literature study. After the data is collected, the data is then analyzed using descriptive techniques and multiple linear regression. From the analysis it is known that tangibles, responsiveness, reliability, assurance and empathy simultaneously and partially have a significant effect on customer satisfaction. From the results of the analysis can also be made mathematical equations: Y = 3,568 + 0,150X1 + 0,245X2 + 0,209X3 + 0,192X4 + 0,362X5. The coefficient of determination obtained shows that 87.2% of the level of customer satisfaction is influenced by tangibles, responsiveness, reliability, assurance and empathy.   Keywords: Tangibles, Responsiveness, Reliability, Assurance, Empathy and Customer Satisfaction.

scholarly journals Pengaruh Kualitas Layanan terhadap Loyalitas Wisatawan Nusantara dengan Kepuasan Wisatawan Nusantara sebagai Variabel Intervening

2015 ◽  
Vol 5 (1) ◽  
pp. 24
Author(s):  
Eny Sulistyowati ◽  
Sobirin Maliyan
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Strong Influence ◽  
Tourism Industry ◽  
Quality Of Services ◽  
Tourist Attraction ◽  
Business World ◽  
Tourist Satisfaction

<p>In the business world, customer satisfaction is an absolute must be the goal to achieve success. Due to the achieved satisfaction of the consumers or customers will bring many benefits to manufacturers or institutions, among others, will make consumers become loyal. From the results of research conducted shows that Quality of services provided to tourists have a strong influence on the loyalty of tourists to visit the tourism objects in the area of Yogyakarta. This is evidenced by the results of the r2 of the influence of service quality to local tourists loyalty is about 22.2%. This shows if the service quality provided by the tourism industry in Yogyakarta enhanced within the region will make the travelers loyal to the tourism industry in Yogyakarta. In addition to the quality of services provided to tourist there are other factors that also have a strong influence on the tourist loyalty that tourist satisfaction factor, as evidenced by the r2 value of 15.2%. This suggests that if the tourism industry pay attention to things that could improve the satisfaction of tourists visiting the attractions in Yogyakarta, then the tourists will be eager to visit again or loyal. Meanwhile, indirectly influence the quality of service to tourists loyalty through the satisfaction of tourists who visit tourist attraction in the DIY region have only r2 values of 0.015 or 1.5%. This implies that the satisfaction of tourists is less strong loyalty of tourists who visit tourist attraction in the area of DIY.</p>

scholarly journals Analysis Of The Influence Of Customer Satisfaction On Sharia Banking Peroformance In Bogor City

2021 ◽  
Vol 2 (2) ◽  
pp. 402-414
Author(s):  
R Dina Arfiana Burhan ◽  
Muhammad Najib ◽  
Endri Endri
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Structural Equation ◽  
Equation Modeling ◽  
Quality Of Services ◽  
Islamic Banking ◽  
Quality Product ◽  
The Relationship

The development of Islamic banking is very rapid, causing competition between Islamic and conventional banking. Improving the quality of services and products makes the main point in providing customer satisfaction. This study aims to analyze the influence of service quality, product quality, and price with customer satisfaction at Islamic commercial banks in the city of Bogor. This study uses SEM (Structural Equation Modeling) to determine the level of influence of the relationship between customer satisfaction with service quality, product quality and price. This study used a sample of 100 respondents with qualifications of 81 men and 19 women and used a descriptive approach. The results of this study are the level of customer satisfaction with prices reaching 2.49, besides that the level of customer satisfaction with products is 2.91, and the level of customer satisfaction with service quality is 2.84. These results prove that customer satisfaction is strongly influenced by the price, products, and quality of services provided by Islamic banking.

scholarly journals Customer’s satisfaction on service quality at Vietnam Technological and Commercial Joint Stock Bank – An Giang Branch

2020 ◽  
Vol 4 (3) ◽  
pp. First
Author(s):  
Tran Minh Hieu ◽  
Nguyen Duong Ngoc Mai Chi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Test Method ◽  
Quality Of Services ◽  
Factors Affecting ◽  
Factors Influencing ◽  
Alpha Reliability ◽  
Survey Results ◽  
Development Orientation

This study applied SERVQUAL scale of Parasuraman et al to measure factors affecting customer satisfaction on service quality at Vietnam Technological and Commercial Joint Stock Bank - An Giang Branch (Techcombank An Giang). The study was conducted to survey 207 customers who have been using the service at Techcombank An Giang. The survey results were analyzed by the Cronbach’s Alpha reliability test method, then used Exploratory factor analysis (EFA) to verify and evaluate the scale of service quality. The results of the regression analysis show that customer’s satisfaction about service quality at Techcombank An Giang includes four factors: The factor with the highest level is the Empathy with Beta = 0.253, the second of factor is the Responsibility with Beta = 0.248, ranked third in the influence level is the Tangible with Beta = 0.235, and the lowest impact level is the Reliability with Beta = 0.144. The research also uses statistical methods to describe and test the differences of demographic factors with customer’s satisfaction on service quality. The analysis results show that there is no difference between customer’s satisfaction on service quality and factors such as gender, age, income, number of transaction banks, regular transaction banks, and time to use the service at Techcombank An Giang. Through the research results, the author would like to propose some ideas to improve the quality of services, thereby attracting new customers and importantly, keeping traditional customers because the development orientation of Techcombank is to take care of old customers to cross sell other products of the bank. The Stud results offer a basis for the branch to identify the factors influencing customer satisfaction on their service quality, thereby having an appropriate strategy to improve customer satisfaction.

scholarly journals Kualitas Jasa, Harga dan Pengaruhnya Terhadap Kepuasan Pelanggan

2019 ◽  
Vol 2 (1) ◽  
pp. 10-18
Author(s):  
Edwar M Nur ◽  
Chairul Ichsan
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Service User ◽  
Market Potential ◽  
Quality Of Services ◽  
Service Users ◽  
Banda Aceh

This business emerged in response to the demands of people who wanted an efficient form of time-care business. The need for auto repair shops and car salon in one roof has increased. Therefore the market potential of this field of business is very large. The purpose of this study is to determine the effect of service quality and price simultaneously on customer satisfaction of Sehat Workshop in Banda Aceh, to know the effect of service quality partially on customer satisfaction of Sehat Workshop in Banda Aceh and to know the effect of price partially on customer satisfaction Sehat Workshop in Banda Aceh . This research was conducted at Sehat workshop branch of Banda Aceh which is located at P.Nyak Makam Street. No.167. Lambhuk Kota Banda Aceh, while the object of this study is about the quality of service and customer satisfaction using the service of Sehat Workshop Banda Aceh, with the number of respondents as many as 150 people. The results showed that the quality of services and prices together significantly affect the satisfaction of consumers Sehat Workshop in Banda Aceh, then the quality of service products from the Sehat Workshop individually significantly affect the satisfaction of consumers of service users Sehat Workshop Banda Aceh and individually prices given by Sehat Workshop individually have an effect on significantly to customer satisfaction of service user of Sehat Workshop of Banda Aceh.

C. PENGEMBANGAN PEMASARAN PRODUK, HARGA, PROMOSI, DAN KUALITAS PELAYANAN CUSTOMER BERDAMPAK PADA KEPUASAN PELANGGAN OPTIK TREAY

2020 ◽  
Vol 3 (2) ◽  
pp. 25
Author(s):  
Christien Ellen Chen ◽  
Maria Yotinarsa Ndawung ◽  
Nur Aini ◽  
Kusuma Adi Raharjo
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Price Promotion ◽  
Product Price ◽  
Optimal Service ◽  
The Future ◽  
Product Appearance

ABSTRAK   Dunia pemasaran saat ini berkembang begitu pesat. Banyak perusahaan yang bersaing untuk mendapatkan hati konsumennya, salah satunya adalah dengan fokus meningkatkan kepuasana pelanggan. Hal ini yang menjadi salah satu alasan peneliti untuk mengetahui beberapa point yaitu Produk, Harga, Promosi, dan Kualitas Pelayanan yang berdampak terhadap Kepuasan Pelanggan. Dari hasil penelitian yang dilakukan menunjukan bahwa variabel produk yang mengarah kepada kualitas produk maupun tampilan produk yang sesuai keinginan dan kebutuhan konsumen akan berdampak pada kepuasan pelanggan. Variabel harga pada penelitian ini menunjukan bahwa harga akan mempengaruhi kepuasan pelanggan apabila kualitas produk juga mendukung dalam hal ini. Sedangkan promosi pada penelitian ini menunjukan bahwa promosi akan banyak mendatangkan konsumen namun apabila ingin menciptakan sebuah kepuasan maka yang perlu diperhatikan adalah Harga dan Kualitas Produk, karena kebanyakan perusahaan membuat promosi dengan maksud meghabiskan stok tanpa memperhatikan kualitas produk yang akan di distribusikan kepada konsumen. Kemudia kualitas pelayanan pada penelitian ini berdampak terhadap kepuasan pelanggan. Pelayanan yang optimal adalah pelayanan yang membuat konsumen nyaman, aman dan merasa di hargai. Untuk kedepanya perusahaan harus mampu berinovasi dan mengevaluasi segala bentuk masukan dan saran konsumen untuk kemudian hari dikembangkan.   Kata kunci : Produk, Harga, Promosi, Kualitas Pelayanan, Kepuasan Pelanggan     ABSTRACT   Today's marketing world is growing so rapidly. Many companies compete to win the hearts of their customers, one of which is to focus on increasing customer satisfaction. This is one of the reasons for researchers to find out several points, namely Products, Prices, Promotions, and Service Quality which have an impact on Customer Satisfaction. From the results of research conducted shows that the product variables that lead to product quality and product appearance according to consumer wants and needs will have an impact on customer satisfaction. The price variable in this study shows that the price will affect customer satisfaction if the product quality also supports this. While the promotion in this study shows that the promotion will bring in a lot of consumers, but if you want to create a satisfaction, what needs to be considered is the price and quality of the product, because most companies make promotions with the intention of consuming stock without paying attention to the quality of the products that will be distributed to consumers. Then the quality of service in this study has an impact on customer satisfaction. Optimal service is one that makes consumers comfortable, safe and feels valued. For the future, the company must be able to innovate and evaluate all forms of consumer input and suggestions for later development.   Keywords: Product, Price, Promotion, Service Quality, Customer Satisfaction

scholarly journals Service Quality and Customer Satisfaction: Variation in Customer Perception Across Demographic Profiles in Life Insurance Industry

2019 ◽  
Vol 8 (10) ◽  
pp. 3767-3775
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Life Insurance ◽  
Service Providers ◽  
Insurance Industry ◽  
Quality Of Services ◽  
Demographic Profiles ◽  
Life Insurance Industry ◽  
The Impact

There is a strong growth potential in the India’s Life Insurance Industry. The annual growth of the industry is estimated at 12 to 15 percent for the upcoming years. This study investigates the impact that service quality has on customer satisfaction in India’s Life Insurance Industry. Moreover, the study attempts to identify the variation in perception of service quality among respondents in relation to demographic profiles. The study also postulates the best approach to evaluate the quality of services in the life insurance industry through an indepth review of literature on the various model pertaining to the current times to measure service quality. The sample consist of policy holders who receive services from life insurance companies in Durg region, Chhattisgarh. The study employs the various attributes as stated in the SERVPERF model like tangibility, reliability, assurance/safety, empathy, responsiveness along with an additional component of technology to evaluate the perception of policy holders in relation to service quality. Results of the study confirms that quality of services has a significant impact on satisfaction of the customer in life insurance industry. Age and occupation are the two most important demographic variable, which have significant effect on the overall service quality perception. From a managerial perspective, the research work gives a better understanding of how customers assess the service quality and the parameters which the service providers need to take care of while delivering services.

scholarly journals Analisis Kualitas Pelayanan E-KTP Menggunakan Metode Customer Satisfaction Index, Metode Service Quality, dan Importance Performance Analysis

2015 ◽  
Vol 5 (1) ◽  
pp. 117
Author(s):  
Siti Noor Hidayati ◽  
Aris Puji Prasetyo
Keyword(s):  
Quality Of Service ◽  
Performance Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Quality Of Services ◽  
Satisfaction Level ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
The Difference

<p>This study attempts to analyzed levels of customer satisfaction on the quality of service and anything in the dimensions attributes the quality of services have to be prioritized to repairing in order to increase customer satisfaction. This study uses a Customer Satisfaction Index to measure the overall level of customer satisfaction.To sort the attributes do not satisfy the customer satisfaction levels by measuring the difference in performance levels using Service Quality. Then proceed with the measure by using Importance Performance Analysis to determine the attributes that have not been satisfying the customers.  Results of this study showed that the majority of customers are satisfied with the services provided but not maximum yet. It can be seen from the results of customer satisfaction level testing using Customer Satisfaction Index (CSI) which is equal to 53,7%. Based on testing using the Service Quality attributes improvements sequence starting from the attribute assurance because it has the greatest negative value.On testing using the Importance Performance Analysist (IPA), there are 8 service attributes that go into quadrant I, which means that there are 8 attributes that unsatisfactory customers and the service is not maximum yet.</p>

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