A Study of Ethics in Business Communication in the Service Industry with Emphasis on Banking Industry

As a country with moslem as the majority, Indonesia turns out to be the market of sharia Banking Industry. Yet, ironically, Sharia Banking only has market segmentation of 4,86% from the total banking service industry. This research focuses on the mapping of floating customers of sharia banking and marketing strategies done to interest future customers to be loyal customers using the model of Attention, Interest, Desire, and Action (AIDA). Bekasi is chosen as the research site since it is one of the capital city backbone for human resources and industries. The method used is a mixed method with the approach of concurrent embedded. The result shows that 54 % sample of the people in Bekasi are floating customers of sharia banks. Sharia banks around Bekasi have also implemented AIDA models to turn the floating into loyal customers. The recommendation posed by the floating customers is that sharia banks are supposed to enhance the service given to them in terms of socialization and promotion.Indonesia sebagai negara yang mayoritas berpenduduk muslim menjadi pangsa pasar industri perbankan syariah. Hal yang menjadi ironi bahwa Perbankan syariah hanya mempunyai segmen pasar 4,86 % dari total industri layanan jasa perbankan. Riset ini berfokus pada pemetaan Nasabah Mengambang Perbankan Syariah dan strategi promosi yang dilakukan Bank Syariah untuk menarik calon nasabah menjadi nasabah loyalis menggunakan model Attention, Interest, Desire dan Action (AIDA). Bekasi dipilih menjadi lokasi penelitian ini dikarenakan sebagai daerah penyangga ibukota baik dari aspek sumberdaya manusia maupun industrinya. Metode yang digunakan dalam adalah metode kombinasi dengan pendekatan concurrent embedded.Hasil dalam riset ini bahwa 54 % masyarakat kota Bekasi merupakan nasabah mengambang perbankan syariah. Perbankan syariah sudah menerapkan metode AIDA dalam strategi pemasarannya untuk menarik nasabah mengambang menjadi loyalis. Rekomendasi yang diberikan oleh nasabah mengambang yang mendapatkan porsi terbesar dengan melakukan peningkatan pelayanan sebagai perwujudan sosialisasi dan promosi kepada nasabah mengambang.

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PENGARUH PROFITABILITAS, STRUKTUR KEPEMILIKAN KUALITAS AUDITOR TERHADAP KETEPATAN WAKTU PELAPORAN KEUANGAN PADA PERUSAHAAN PERBANKAN YANG TERDAFTAR DI BURSA EFEK INDONESIA TAHUN 2014-2016

JURNAL EKONOMI BISNIS DAN KEWIRAUSAHAAN ◽

10.47942/iab.v9i2.544 ◽

2020 ◽

Vol 9 (2) ◽

pp. 42

Author(s):

Dita Nurniati ◽

Sarsiti .

Keyword(s):

Economic Growth ◽

Information Technology ◽

Digital Technology ◽

Industrial Revolution ◽

Service Industry ◽

Banking Industry ◽

Rapid Development ◽

Service Innovation ◽

Banking Services ◽

Excellent Service

The Industrial Revolution 4.0 is an opportunity for the banking industry in Indonesia to be more innovative in providing excellent service to all customers. Service innovation in the use of information technology encourages banks to enter the era of digital banking services. The purpose of this study is to determine the development of digital banking industry services in Indonesia. The rapid development of digital banking technology is a new challenge for the banking world. The banking industry as a service industry that is developing and capable of driving Indonesia's economic growth is faced with two choices, namely adopting digital technology so that banks can survive or remain conventional, but slowly die.

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Lean Thinking in Banking Industry: Waste Identification on Credit Disbursement Process

E3S Web of Conferences ◽

10.1051/e3sconf/20187307004 ◽

2018 ◽

Vol 73 ◽

pp. 07004

Author(s):

Rizkya Indah ◽

Syahputri Khalida ◽

M Sari Rahmi ◽

Siregar Ikhsan

Keyword(s):

Waiting Time ◽

Manufacturing Industry ◽

Service Industry ◽

Banking Industry ◽

Consumer Credit ◽

Value Added ◽

Lean Thinking ◽

Effect Analysis ◽

Industry Waste ◽

Time Required

Waste is not only found in the manufacturing industry but also in the service industry, especially in banking industry. This paper describes a comprehensive lean approach applied to the banking industry. Lean in banking industry is used to find waste along the flow of value. This paper focuses on finding waste in consumer loan disbursement process by classifying consumer credit loan activity into value added activity, necessary but non value added activity, and waste. Process Activity Mapping is used to describe all activities in consumer credit disbursement waste identification. The identification shows that total time of consumer credit disbursement activities is 7,461 minutes equal to 15,54 days. This means the average time required to complete the consumer credit process starts from the documents receipt to the disbursement of credit is 15,54 working days. Failure Mode and Effect Analysis (FMEA) is used to decide the level of factor causing waste. The results of FMEA shows the length of time required for consumer loan disbursement due to verification repetition process and waiting time of documents to processed.

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PERKEMBANGAN INDUSTRI PERBANKAN DI ERA DIGITAL

JURNAL EKONOMI BISNIS DAN KEWIRAUSAHAAN ◽

10.47942/iab.v9i2.541 ◽

2020 ◽

Vol 9 (2) ◽

pp. 32

Author(s):

Annisa Indah Mutiasari

Keyword(s):

Economic Growth ◽

Information Technology ◽

Digital Technology ◽

Industrial Revolution ◽

Service Industry ◽

Banking Industry ◽

Rapid Development ◽

Service Innovation ◽

Banking Services ◽

Excellent Service

The Industrial Revolution 4.0 is an opportunity for the banking industry in Indonesia to be more innovative in providing excellent service to all customers. Service innovation in the use of information technology encourages banks to enter the era of digital banking services. The purpose of this study is to determine the development of digital banking industry services in Indonesia. The rapid development of digital banking technology is a new challenge for the banking world. The banking industry as a service industry that is developing and capable of driving Indonesia's economic growth is faced with two choices, namely adopting digital technology so that banks can survive or remain conventional, but slowly die.

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IMPLIKASI HUMOR DAN PERAN LAYANAN KARYAWAN GARIS DEPAN TERHADAP KEPUASAN PELANGGAN

Jurnal Manajemen dan Pemasaran Jasa ◽

10.25105/jmpj.v10i2.2524 ◽

2018 ◽

Vol 10 (2) ◽

pp. 249

Author(s):

Widya Mulyati ◽

Robert Kristaung

Keyword(s):

Customer Satisfaction ◽

Customer Service ◽

Service Industry ◽

Banking Industry ◽

Sem Analysis ◽

Service Encounter ◽

Service Encounters ◽

Front Line ◽

Service Employees ◽

Frontline Service Employees

<p><em>This study aims to examine the implications of humor and the role of front-line employee services to customer satisfaction. The effect of front-line service employees calculates the factor of service encounters. The service encounter factor becomes one of the decisive factors in the service industry, especially the banking industry, especially in the era of digitization as the interaction between employees and customers is still needed. The research design used is hypothesis testing between humour, front-line service employees, to customer satisfaction by service encounter. The sample of this research is supported by 150 workers consisting of teller, customer service, and head teller/customer service department who participate as the respondent in this research. This research uses SEM analysis. The result of this research supports the hypothesis that humor positively effects frontline service employees and front -line service employees affect the service encounter. This research fails to prove that service encounter has a significantly direct effect on customer satisfaction. Therefore, the implication of service encounter is still a crucial point for the banking industry in achieving customer satisfaction.</em></p>

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Non-Performing Assets (NPAs) of Urban Co-operative Banks (UCBs) in Coimbatore District of Tamil Nadu: An Empirical Study

Asian Journal of Managerial Science ◽

10.51983/ajms-2018.7.2.1327 ◽

2018 ◽

Vol 7 (2) ◽

pp. 27-31

Author(s):

P. Selvaraju

Keyword(s):

Empirical Study ◽

Tamil Nadu ◽

Service Industry ◽

Banking Industry ◽

Academic Research ◽

Special Method ◽

Policy Makers ◽

The People ◽

Coimbatore District ◽

The Rich

Co-operation is a special method of doing work jointly and suits the poor more than the rich. The rich, however, are not precluded from coming with its fold. All those who want to co-operate must, as a condition precedent, have a common need and to fulfill it, should agree to work selflessly. The origin of Indian Co-operative Credit Movement can be traced as far back as to 1844 as per the Report of Woodhead Famine Commission of Bengal Province. The said commission recommended that credit should be given at low rate of interest to the needy people. The Maclagan Committee’s recommendations (1914) have much to contribute in evolving the urban cooperative credit movement and such banks have started developing in all the states of the nation. Banking is a service industry. The main objective of the banking is to provide the financial support to its customers / members in co-operatives. The Urban Co-operative Banks (UCBs) occupy a significant place in the urban credit movement. The urban co-operative credit movement started in India with the chief object of catering to the banking and credit requirements of the urban middle class. The expanding NPAs in banking Industry are a major concern for banking industry. NPAs affect the performance of banks and growth in NPA which bring down the entire profitability of the sector. In backlash of this situation, the core objectives of this empirical study to bring the real status and conditions of Non-Preforming Assets in Urban Co-operative Banks in Coimbatore District of Tamil Nadu. Further, the study can explore the factual outlook and effects of the same on different heads such as assets classifications (Standard asset, sub-standard, Doubtful Assets 1(D1),D2 and D3 Assets, Loss Assets, Sector-wise analysis, Gross and Net NPAs etc., all about, the findings of this empirical study can give a better understanding about the sector to the people who are associated with academic, research scholars, banking professionals, policy makers and consultant are in particular and allied groups are in general.

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