scholarly journals Persepsi Nasabah Tentang Mutu Pelayanan Dan Produk Bankaltimtara Syariah Cabang Samarinda

AL-TIJARY ◽  
2018 ◽  
Vol 4 (1) ◽  
pp. 53-60
Author(s):  
Irma Yuliani
Keyword(s):  
Data Collection ◽  
Service Quality ◽  
Field Research ◽  
Quality Of Services ◽  
Customer Needs ◽  
Customer Perceptions ◽  
Qualitative Descriptive ◽  
Positive Results

This study aims to determine customer perceptions of service quality and products of Kaltimtara Sharia Bank Samarinda Branch. This type of research is field research. The nature of this study is qualitative descriptive by using interviews and questionnaires as data collection techniques. The population in this study are all priority customers of Samarinda Bank Kaltimtara Syariah Branch, amounting to 300 customers, using purposive techniques. sampling, the research sample was 75 respondents and interviews with related parties. The results showed that customer perceptions of service quality and products at Bankaltimtara Syariah Samarinda branch were measured using the CARTER dimension (Compliance, Assurance, Reliability, Tangibles, Emphaty, and Responsiveness). Whereas for products measured through 6 dimensions which include Performance, Features, Realiability, Durability, Conformance to specifications and aesthethic shows positive results which are very good but the things that need to be considered are regarding the need for additional park land specialized and financial consultations to meet priority customer needs. This is in line with the results of interviews with relevant parties that indicate the quality or quality of services and products that are sharia standard and in accordance with the vision and mission of Bankaltimtara Syariah.

Quality of Services Publishing Record of Fisheries (BPKP) in The Marine and Fisheries Office South Sumatera Province

2018 ◽  
Vol 1 (2) ◽  
pp. 25-32
Author(s):  
Galamda Israk ◽  
Slamet Widodo ◽  
Andy Alfatih
Keyword(s):  
Quality Of Service ◽  
Data Collection ◽  
Service Quality ◽  
Participant Observation ◽  
Secondary Data ◽  
Likert Scale ◽  
Quality Of Services ◽  
Fishing Vessels ◽  
Scale Assessment

ABSTRACT This study aims to determine the quality of service issuance of Proof of Registration of Fishing Vessels (BPKP) in the Department of Maritime Affairs and Fisheries of South Sumatra Province and what factors influence it. Data collection techniques used were the distribution of questionnaires to 60 respondents who were capture fisheries business actors with a Likert Scale assessment, as well as conducting unstructured interviews, non-participant observation and secondary data collection. The dimensions used are tangible, reliability, responsiveness, assurance and empathy. The value of service quality based on tangible dimensions is 4.2 or good, based on the reliability dimension is 4.1 or good, the responsiveness dimension is 4.0 or good, the guarantee dimension is 4.1 or good, and based on the empathy dimension is 4.1 or good. Of all these parameters, it was concluded that the quality of BPKP issuance services in the Department of Maritime Affairs and Fisheries of South Sumatra Province in 2016 was good with a score of 4.1. The conclusion is based on an assessment of an average of 58 respondents or 97.4% of respondents.

scholarly journals Pengaruh Citra Perusahaan dan Kualitas Layanan terhadap Loyalitas dengan Kepercayaan sebagai Variabel Mediasi

2021 ◽  
Vol 9 (3) ◽  
pp. 1150-1162
Author(s):  
Dellafany Noor Madyaratri ◽  
Anik Lestari Andjarwati
Keyword(s):  
Data Collection ◽  
Service Quality ◽  
Quantitative Data ◽  
Research Method ◽  
Sampling Technique ◽  
Analysis Data ◽  
Corporate Image ◽  
Quality Of Services ◽  
Customer Perception

This paper aimed to study the effect of corporate image and service quality on loyalty by using trust as a mediating variable. This research uses quantitative data. The sampling technique used was non-probability sampling with the type of judgmental sampling). The sample used in this study were 220 respondents. The research method used path analysis--data collection through a questionnaire. The results showed that company image has a positive and significant effect on loyalty, service quality has a positive and significant effect on loyalty, the corporate image has a positive and significant effect on trust, service quality has a positive and significant effect on trust, and trust has a positive and significant effect on loyalty. Kantor Pos Trenggalek is expected to improve the image of Kantor Pos Trenggalek so that customer perception will be better for the services provided and improve and develop the quality of services provided to customers and fix service problems.

CONHECIMENTO E APLICAÇÃO DO ENDOMARKENTING EM UNIDADES PRODUTORAS DE REFEIÇÕES – UPR EM PORTO VELHO-RONDÔNIA

REVISTA FIMCA ◽  
2019 ◽  
Vol 6 (3) ◽  
pp. 11-18
Author(s):  
Rafaela Beleza Fernandes ◽  
Gerleide Monteiro Costa ◽  
Renato Lima Santos
Keyword(s):  
Data Collection ◽  
Field Research ◽  
Internal Communication ◽  
Management Tool ◽  
Motivational Factor ◽  
Relationship Of ◽  
The Relationship ◽  
Positive Results ◽  
Porto Velho

A competitividade tem demandado das instituições ações voltadas para a valorização efetiva dos seus colaboradores, onde a satisfação pessoal e profissional se torne um fator motivacional que impulsione a produtividade das partes envolvidas. O endomarketing é uma ferramenta de gestão que proporciona a aplicação de ações para o melhoramento da comunicação interna, gerando melhorias nas relações interpessoais entre os nutricionistas, que atuam como gestores, e seus colaboradores. Neste sentindo, esta pesquisa tem como objetivo detectar o uso desta ferramenta em Unidades Produtoras de Refeição, bem como, descrever o relacionamento do nutricionista gestor com seus colaboradores. Como metodologia de investigação, utilizou-se a pesquisa de campo na forma quantitativa e exploratória, sendo possível delinear a coleta de dados, por meio de um questionário com 25 (vinte e cinco) questões, o qual se aplicou a (23) vinte e três profissionais em nutrição. Através da referida pesquisa, foi possível identificar que o endomarketing é essencial para a obtenção de resultados positivos. A ação do endomarketing na nutrição resulta diretamente na melhoria da produtividade e na qualidade do serviço do colaborador, contribuindo para fidelização dos consumidores externos. Nowadays, competitiveness has demanded, from the institutions, actions increasingly focused on the effective valorization of its employees, where personal and professional satisfaction become a motivational factor that drives the productivity of the parties involved. The endomarketing as a management tool being used in nutrition, brings this purpose, as it provides the application of actions for the improvement of internal communication, causing benefits in relations among nutritionists. Therefore, the objective of this research is to detect this tool in nutrition, in Meal Producing Units, as well as to describe how it should be the relationship of the nutritionist manager with his collaborators. As a research methodology, field research was used in quantitative and exploratory form, and it was possible to delineate the data collection through a questionnaire with 25 (twenty-five) questions, which applied to (23) twenty-three professionals in nutrition. Through this research, it was possible to identify that endomarketing is essential for obtaining positive results. The endomarketing action in nutrition results directly in improving the productivity and quality of the employee's service, contributing to the loyalty of external consumers.

scholarly journals Pengaruh Penerapan Adopsi Model Citizen’s Charter Terhadap Profesionalisme Kerja Aparat dan Kualitas Pelayanan Publik

2017 ◽  
Vol 7 (2) ◽  
pp. 69
Author(s):  
Ismatul Mardiyah ◽  
M. Daimul Abror
Keyword(s):  
Service Quality ◽  
Public Service ◽  
Research Method ◽  
Linear Regression Analysis ◽  
Professional Community ◽  
Quality Of Services ◽  
Simple Linear Regression ◽  
Adoption Model ◽  
Positive Results

This study aims to analyze the influence of Citizen's Charter  on the professionalism of the Workers Apparatus and the Quality of Public Service in Purwosari Sub-District, Pasuruan Regency. The research method used is quantitative with the entire population of Purwosari Subdistrict Apparatus which amounted to 22 respondents. While the data analysis used is simple linear regression analysis using SPSS program. The result of the research shows that calculation value for the influence of adoption of citizen's charter model to work professionalism is obtained t value> t table (4.583> 1.72) with significance value = 0.000 <0.05, so Ho is rejected. So it can be seen that adoption adoption model citizen's charter has a significant influence on professionalism of work, so that each indicator obtained positive results. The indicators to measure the professionalism of work which includes the value of efficiency is Demand or demand independence. As for the value of effectiveness consists of Dedication, Social Obligations, professional Regulation alone, and Affiliate professional community. While the result of calculation of influence adoption adoption model citizen's charter  to public service quality also get t value bigger than t table that is equal to 6.000 with value signifikansi = 0.000 <0.05, so Ho rejected. So the adoption of citizen's charter model in Purwosari sub-district also significantly influences the quality of public service, so that every service quality indicator gets positive result. The indicators to measure the quality of services that include the value of efficiency is the speed and ease. As for the value of effectiveness consists of accuracy and fairness. 

scholarly journals Tracer study as an effort to improve higher islamic education quality and relevance

2019 ◽  
Vol 4 (2) ◽  
pp. 121-143
Author(s):  
Uswatun Khasanah
Keyword(s):  
Data Collection ◽  
Education Quality ◽  
Primary Data ◽  
Quality Of Services ◽  
Self Development ◽  
Collection Data ◽  
Qualitative Descriptive ◽  
User Ratings ◽  
High Absorption

This study identifies the profile of alumni and determines their absorption in the employment; describe their assessment of the organization and quality of services; and describes user ratings of alumni performance. This research includes a qualitative descriptive through a survey approach which includes stages: the development of concepts and instruments; data collection; data analysis and reporting. The subjects of this study were alumni of FUAD IAIN Pekalongan (graduated in 2013-2016). The number of respondents was 88 alumni and 14 alumni users. Primary data were obtained through an online structured questionnaire through Google forms, POS and direct dissemination. Data collection was conducted in May-August 2018. The results are: (1) Alumni profiles have high absorption, i.e. 47% of respondents in working positions, 21% of entrepreneurs, 16% of workers and entrepreneurs and 16% of not working/continuing their studies; (2) Alumni assessment of the organization and quality of services is “good”, but there is still a need to improve aspects of facilities and infrastructure; (3) Alumni users judge the performance of alumni in the “good” category. The alumni competence in terms of aspects of integrity; professionalism; use of information technology, communication; teamwork; and self-development is “good”.

scholarly journals ANALISIS KEPUASAN PELANGGAN ABC LAUNDRY DENGAN MENGGUNAKAN METODE SERVICE QUALITY, IMPORTANCE PERFORMANCE ANALYSIS (IPA) DAN CUSTOMER SATISFACTION INDEX (CSI)

2020 ◽  
Vol 15 (1) ◽  
pp. 1
Author(s):  
Aulia Fashanah Hadining
Keyword(s):  
Performance Analysis ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Questionnaire Data ◽  
Customer Perceptions ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Perceptions And Expectations

Penelitian ini dilakukan dengan tujuan untuk mengetahui tingkat kepuasan pelanggan terhadap kualitas pelayanan ABC Laundry serta untuk mengetahui apakah ada perbedaan yang signifikan antara persepsi dan harapan pelanggan pada masing-masing dimensi kualitas. Penelitian yang dilakukan merupakan penelitian survei yang bersifat kuantitatif. Responden dalam penelitian ini adalah pelanggan ABC Laundry yang terletak di depan gerbang perumahan Griya Indah. Pengumpulan data yang dilakukan dengan menggunakan kuesioner, pengolahan data yang dilakukan dengan menggunakan metode Servqual, Importance Performance Analysis (IPA) dan Customer Satisfaction Index (CSI). Hasil penelitian menunjukkan bahwa pelanggan sudah merasa sangat puas terhadap pelayanan yang diberikan tetapi belum maksimal. Hal ini terlihat dari hasil pengujian tingkat kepuasan pelanggan dengan menggunakan metode Customer Satisfaction Index (CSI) yaitu sebesar 91%. Pada pengujian dengan metode Importance Performance Analysis (IPA) terdapat 5 atribut yang masuk ke  dalam kuadran I yang artinya ada 5 atribut pelayanan yang belum maksimal. Berdasarkan pengujian dengan metode Servqual urutan perbaikan dimulai dari atribut E1 (pihak laundry mampu memberikan penyelesaian atas keluhan dari pelanggan) yang memiliki nilai negatif paling besar. Abstract[Title: Analysis of Customer Satisfaction ABC Laundry by Using Service Quality, Importance Performance Analysis and Customer Satisfaction Index Methode] This research was conducted with the aim to determine the level of customer satisfaction with the quality of ABC Laundry services and to determine whether are significant differences between customer perceptions and expectations in each dimension of quality. The research conducted is quantitative survey research. Respondents in this study were ABC laundry customers located in front of Griya Indah Housing Gate. Data collection is done by using questionnaire, data processing is done by using Servqual, Importance Performance Analysis (IPA) and Customer Satisfaction Index (CSI) methode. The result showed that customers were very satisfied with the service provided but not yet maximized. This can be seen the results of testing the index of customer satisfaction using Customer Satisfaction Index (CSI) methode that is equal to 91%. In testing by using Importance Performance Analyis (IPA) methode, there are 5 attributes that enter into the Quadran I, which means that there are 5 service attributes that have not been maximized. Based on the test by using Servqual methode is the sequence of improvement starts from E1 attribute (the laundry is able to provide settlement of complaints from customers) which has the greatest negative value.Keywords: Customer Satisfaction Index (CSI); Dimension of Service Quality; Importance Performance Analysis (IPA); Servqual

Conhecimento e Aplicação do Endomarkenting em Unidades Produtoras de Refeições em Porto Velho - Rondônia

REVISTA FIMCA ◽  
2018 ◽  
Vol 5 (2) ◽  
pp. 19-27
Author(s):  
Gerleide Monteiro Costa ◽  
Rafaela Beleza Fernandes ◽  
Renato Lima dos Santos
Keyword(s):  
Data Collection ◽  
Field Research ◽  
Internal Communication ◽  
Management Tool ◽  
Motivational Factor ◽  
Relationship Of ◽  
The Relationship ◽  
Positive Results ◽  
Porto Velho

Introdução: A competitividade temdemandado das instituições ações voltadas para a valorização efetiva dos seus colaboradores, onde a satisfação pessoal e profissional se torne um fator motivacional que impulsione a produtividade das partes envolvidas. O endomarketing é uma ferramenta de gestão que proporciona a aplicação de ações para o melhoramento da comunicação interna, gerando melhorias nas relações interpessoais entre os nutricionistas, que atuam como gestores, e seus colaboradores. Objetivos: Esta pesquisa tem como objetivo detectar o uso desta ferramenta em Unidades Produtoras de Refeição, bem como, descrever o relacionamento do nutricionista gestor com seus colaboradores. Materiais e Métodos: Como metodologia de investigação, utilizou-se a pesquisa de campo na forma quantitativa e exploratória, sendo possível delinear a coleta de dados, por meio de um questionário com25 questões, que foi aplicado a 23 profissionais de nutrição. Resultados: Através da referida pesquisa, foi possível identificar que o endomarketing é essencial para a obtenção de resultados positivos. Conclusão: A ação do endomarketing na nutrição resulta diretamente na melhoria da produtividade e na qualidade do serviço do colaborador, contribuindo para fidelização dos consumidores externos.   ABSTRACTIntroduction: Nowadays, competitiveness has demanded from the institutions, actions increasingly focused on the effective valorization of its employees, where personal and professional satisfaction become a motivational factor that drives the productivity of the ones involved. The endomarketing as a management tool being used in nutrition, brings this purpose, as it provides the application of actions for the improvement of internal communication, causing benefits in relationships among nutritionists. . Objectives: The objective of this research is to detect the use of this tool in nutrition, in Meal Producing Units, as well as to describe how it should be the relationship of the nutritionist manager with his collaborators. Materials and Methods: As a research methodology, field research was used in quantitative and exploratory form, and it was possible to delineate the data collection through a questionnaire with 25 questions, which were applied to 23 professionals in nutrition. Results::Through this research, it was possible to identify that endomarketing is essential for obtaining positive results. Conclusion: The endomarketing action in nutrition results directly in improving the productivity and quality of the employee's service, contributing to the loyalty of external consumers.

scholarly journals Evaluasi kualitas layanan menggunakan metode LibQUAL+^TM pada Amikom Resource Centre Universitas Amikom Yogyakarta

2019 ◽  
Vol 1 (2) ◽  
pp. 15-28
Author(s):  
Dwiyantoro Dwiyantoro
Keyword(s):  
Data Collection ◽  
Service Quality ◽  
Information Needs ◽  
Academic Community ◽  
Quality Of Services ◽  
Good Service ◽  
Resource Center ◽  
A Value ◽  
The Ideal

Service is an important component in a library, good service will make the library can increase the level of user visits, so it is necessary to see the quality of services in the library, this is of course users who can provide an assessment of the quality in the library. Amikom Resource Center is one of the libraries that provide services to the academic community in the Amikom University in fulfilling information needs. Therefore, researchers are interested in evaluating the quality of services that exist in the Yogyakarta resource center amikom using the libqual method, in this study to see the quality of services available at Amikom Resorce Center. In this study the method used is descriptive quantitative, with data collection using questionnaires and observations, sampels in this study that amounted to 79 respondents. The results of this study, which is based on the calculation of service quality using the libqual method, found that the greatest AG gap is found in the Service of Affect dimension, which is 0.56 and the greatest SG gap is in the same dimension, Service of Affect with a value of 0.92. that the ability and attitude of librarians in serving is greater than the reality received so far, and the overall value of the dimensions of Adequacy Gap (AG) positively is 1.05, indicating that the services provided by Amikom Resousce Center have exceeded the minimum expectations of visitors. while for the total value of Superiority Gap (SG) is positive, which is 1.71, this indicates that the services provided have exceeded the ideal expectations of the users, so the users are "very satisfied" with the services they receive.

scholarly journals Analisis determinan loyalitas pengunjung di perpustakaan kota x

2020 ◽  
Vol 5 (2) ◽  
pp. 256-264
Author(s):  
Anis Agustina ◽  
Satrijo Budiwibowo ◽  
Elana Era Yusdita
Keyword(s):  
Quality Of Service ◽  
Data Collection ◽  
Service Quality ◽  
Qualitative Data ◽  
Quality Of Services ◽  
Visitor Satisfaction ◽  
Qualitative Data Collection ◽  
Descriptive Qualitative

This study aims to analyze visitor loyalty based on service quality and visitor satisfaction in the Library of City X. The approach of this study is descriptive qualitative. Data collection techniques using observation, interviews and documentation on visitors and library employees. The results show that the loyalty of visitors in Library X is quite good, but the quality of service and satisfaction of visitors is not yet in accordance with the visitors expectation. The Library and Archives Office of City X needs to improve the quality of services and facilities that will make visitors loyal and satisfied.

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.

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