scholarly journals MODEL ANALISIS KINERJA KARYAWAN DAN PENGARUHNYA TERHADAP KEPUASAN NASABAH PADA BNI SYARIAH CABANG MALANG

2012 ◽  
Vol 10 (2) ◽  
pp. 158
Author(s):  
Frisca Widyananda
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Employee Performance ◽  
Qualitative And Quantitative ◽  
Quantitative Descriptive ◽  
Motivation To Work ◽  
Descriptive Qualitative

 The research for this thesis investigated by Frisca Widyananda done at PT. BNI Syariah Branch Malang with the title "Model Employee Performance Analysis and its Impact on Customer Satisfaction BNI Syariah Branch Malang" with the kind of research is descriptive qualitative and quantitative descriptive the author outlines back what was seen and heard at the time the research took place and score points obtained in the questionnaire that could eventually be used to solve problems and draw conclusions. The result showed that the number of employees and customers who fill out the study through questionnaires that have been distributed by the authors state that the employee's performance is given to customers at PT. BNI Syariah Branch Malang is good which includes performance, communication, coordination and motivation to work is good enough for our customers.

scholarly journals Analisis Tingkat Kepuasan Nasabah terhadap Dimensi Kualitas Layanan pada BPR BDE Pakem Sleman dengan Pendekatan Importance-Performance Analysis

2014 ◽  
Vol 3 (2) ◽  
pp. 58
Author(s):  
Andriya Risdwiyanto
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Employee Performance ◽  
Research Process ◽  
Customer Needs ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Service Assurance

<p><em>The survey was conducted in the research process to determine the level of customer satisfaction on service quality dimensions of Rural Bank Bakti Daya Ekonomi (BPR BDE) Pakem Sleman, Yogyakarta and to determine the dimensional attributes of services which one is considered the most important by the customer in the decisionmaking of services using in BPR BDE Pakem Sleman, Yogyakarta. This research is based on five variables, namely SERVQUAL i.e. Reliability (ability of the company to provide prompt service and reliable), Responsiveness (responseability or alertness companies to help customers and provide fast service), Assurance (ability, courtesy, and trustworthiness which is owned by the staff, danger free, risk, and doubt), Empathy (the ease of having good communications and able to understand customer needs), and Tangible (physical facilities, equipments, employee performance, and means of communications). The analysis is performed based on an approach of importance performance analysis that show the dimensions of empathy and assurance are considered the most influence on the customers decision to use the services of BPR BDE Pakem Sleman, Yogyakarta. </em></p>

scholarly journals SIKAP DAN KEPUASAN KONSUMEN TERHADAP PRODUK TEMPE BERMEREK DAN TEMPE TANPA MEREK DI BANDAR LAMPUNG

2020 ◽  
Vol 8 (3) ◽  
pp. 431
Author(s):  
Ivo Revita ◽  
Teguh Endaryanto ◽  
Indah Nurmayasari
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Consumer Satisfaction ◽  
Family Income ◽  
Consumer Attitudes ◽  
Product Attributes ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Descriptive Qualitative

This study aims to determine the consumer characteristics, consumer attitudes, and consumer satisfaction of branded and unbranded tempeh in Bandar Lampung. The research is conducted at Pasir Gintung Market. The research samples are 78 people chosen by nonprobability sampling. The data is analyzed by descriptive qualitative, The Multi-attribute Fishbein Models, Customer Satisfaction Index and Importance Performance Analysis. The results showed that the branded and unbranded tempeh consumers were mostly housewives aged 36-50 years old with family income ranging from Rp3,500,000.00-5,000,000.00/month. More than 50 percent consumers were Javanese living in distance of 0-3 km from the market and bought tempeh in the morning. The results showed that consumer gave the highest attitude scored to the cleanliness attribute of branded tempeh and the taste attribute of unbranded tempeh. The level of consumer satisfaction of branded tempeh and unbranded tempeh were 79.39 percent and 80.47 percent included to the satisfied categories. The performance of product attributes of branded tempeh has beed in accordance with the wishes of consumers. Whereas, the attributes of product cleanliness and product purity of the unbranded tempeh was needed to be improved.Key words: attitude, consumers, satisfaction, tempeh

scholarly journals The Effectiveness of Learning the Indonesian Language Using Spada in the Pandemic Time Covid-19 at Prima Indonesia University Medan

2021 ◽  
Vol 4 (2) ◽  
pp. 2457-2473
Author(s):  
Nova Mawar Hutabarat ◽  
Sadieli Telaumbanua
Keyword(s):  
Language Learning ◽  
Descriptive Study ◽  
Data Sources ◽  
Qualitative And Quantitative ◽  
Research Problems ◽  
Planning Implementation ◽  
Quantitative Descriptive Study ◽  
Quantitative Descriptive ◽  
Descriptive Qualitative

This study aims to find out The Effectiveness of Learning the Indonesian Language Using Spada in the Pandemic Time Covid-19 at Prima Indonesia University Medan. This research is a descriptive qualitative and quantitative descriptive study using online questionnaires and interviews, this is based on the formulation of research problems that require researchers to explore in order to understand and explain what is being studied through an intensive relationship with data sources. Based on the results of questionnaires and interviews and in accordance with the problems, several conclusions can be drawn, namely: 1.Learning Indonesian using SPADA during the Covid-19 pandemic was effective, namely, both from the results of questionnaires and interviews with lecturers and students. 2. The process of learning Indonesian using SPADA starting from planning, implementation and assessment is carried out effectively. 3. The opinion of lecturers and students to make Indonesian language learning more effective using SPADA is to add other features such as Zoom Meeting or Google Classroom.

Analisis Pengaruh Kualitas Pelayanan Terhadap Kepuasan Konsumen (Survei Padatamu Pelanggan Yang Menginap Di Harris & Pop Hotels Denpasar)

2017 ◽  
Vol 23 (2) ◽  
pp. 138-149
Author(s):  
Niken Widyastuti
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Value Creation ◽  
Employee Performance ◽  
Value Addition ◽  
Customer Needs ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Service Assurance

Basic mission of a business today is no longer a profit but value creation and value addition for customer. The survey was conducted in the reseach process to determine the level of customer satisfaction on service quality dimensions of Harris & Pop Hotels Denpasar. This research is based on five variables, Reliability (ability of the company to provide prompt service and reliable), Responsiveness (response-ability or alertness companies to help customers and provide fast service), Assurance (ability, courtesy, and trustworthiness which is owned by the staff, danger free, risk, and doubt), Empathy (the ease of having good communications and able to understand customer needs), and Tangible (physical facilities, equipments, employee performance, and means of communications). The analysis is performed based on an approach of importance-performance analysis that show the dimensions of empathy and assurance are considered the most influence on the customers decision to use the services of Harris & Pop Hotels Denpasar.

scholarly journals ANALISIS PELAYANAN KOPERASI CUBG TP.PAMULANG UNTUK MENINGKATKAN KEPUASAN ANGGOTA DENGAN METODE SERVQUAL DAN IMPORTANCE PERFORMANCE ANALYSIS (IPA)

2021 ◽  
Vol 2 (2) ◽  
pp. 145-152
Author(s):  
Ernima Gulo ◽  
Irvana Arofah ◽  
Ilmadi Ilmadi ◽  
Aden Aden ◽  
Gerry Sastro
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Descriptive Analysis ◽  
Quality Analysis ◽  
Quantitative Descriptive Analysis ◽  
Satisfaction Index ◽  
Level Of Satisfaction ◽  
Quantitative Descriptive ◽  
Improve Service Quality

This  research  was  conducted to achieve improving the quality of service to members, for this reason, a service quality analysis method is needed. Here the methods needed are Service Quality (Servqual) and Importance Performance Analysis (IPA) methods. The purpose of this study is to identify the level of customer satisfaction with service quality by the CUBG Tp Cooperative. Pamulang, to find out what aspects are supporting the improvement of service quality and to provide recommendations for improvements or revisions that are prioritized to improve service quality at the CUBG Tp Cooperative. Pamulang. This research method is quantitative descriptive analysis using Servqual and Importance Performance Analysis (IPA) methods. The results of this study are the level of satisfaction of cooperative members using the Customer Satisfaction Index (CSI) method with a percentage of 86.05%. Based on the calculation of Servqual Analysis of 5 dimensions, namely Tangibility (physical evidence), Reliability (Reliability), Responsiveness (Awareness / responsiveness), Assurance (Guarantee) and Empathy (Empathy) represented by 25 attributes obtained if members of the CUBG Cooperative TP.Pamulang have been satisfied with the Servqual provided by the CUBG Cooperative Tp.Pamulang, this is shown in the average gap between expectations and reality of 0.05

The effect of quality service on costumer satisfaction in Bitung Oceanic Fishing Port, Indonesia

2016 ◽  
Vol 4 (1) ◽  
pp. 11
Author(s):  
Recky Pangemanan ◽  
Effendi P. Sitanggang ◽  
Jardie A. Andaki
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Quantitative Methods ◽  
Gap Analysis ◽  
Document Preparation ◽  
Clean Water ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Fish Catch ◽  
Supply Equipment

Title (Bahasa Indonesia): Pengaruh kualitas layanan terhadap kepuasan pengguna jasa di Pelabuhan Perikanan Samudera (PPS) Bitung, Indonesia This study evaluates the effect of service quality on the service users’ utilization in the Ocean Fisheries Port (OFP) of Bitung, Indonesia. It employed 3 quantitative methods,Customer Satisfaction Index (CSI), Importance Performance Analysis and Gap Analysis. From 14 services, there were 13 services categorized as satisfactory services. It means that Ocean Fisheries Port of Bitung has performed well in most of its functions. The unsatisfactory one was clean water service. To increase the users’ level of satisfaction in the OFP of Bitung, improvement needs to be done in the services of ship arrival and departure document preparation, fishing vessel log book inspection, recommendation for subsidized fuel use, fish catch certification, port hygiene, entrance ticket, information building rental, electricity, clean water supply, equipment rental, and mooring. Penelitian tentang pengaruh kualitas layanan terhadap kepuasan pengguna jasa di Pelabuhan Perikanan Samudera (PPS) Bitung, Indonesia, telah dilakukan. Dengan mengunakan 3 metode kuantitatif, yaitu Customer Satisfaction Index (CSI), Importance Performance Analysis dan Gap Analisis, didapat hasil sebagai berikut: dari 14 layanan, terdapat 13 layanan yang mendapatkan predikat puas meskipun tidak ada yang sangat memuaskan. Ini dapat diartikan, bahwa PPS Bitung telah melakukan tugas pokok dan fungsinya dengan baik. Hanya ada satu pelayanan yang kurang memuaskan, yaitu pelayanan air bersih. Untuk meningkatkan kepuasan pengguna jasa/stakeholder di PPS Bitung, maka perbaikan perlu dilakukan terhadap pelayanan persiapan dokumen kedatangan dan keberangkatan kapal, log book penangkapan ikan, rekomendasi bahan bakar minyak solar subsidi, sertifikat hasil tangkapan ikan, kebersihan kolam pelabuhan dan kebersihan pelabuhan, pas masuk, sewa lahan bangunan informasi, jasa listrik, jasa air bersih, sewa peralatan, dan tambat labuh.

scholarly journals Employee Performance Analysis using Analytical Hierarchy Process and Weighted Product Combinations Algorithm

2021 ◽  
Vol 1783 (1) ◽  
pp. 012010
Author(s):  
Raja Tama Andri Agus ◽  
Muhammad Ardiansyah Sembiring ◽  
Mustika Fitri Larasati Sibuea ◽  
Mardalius ◽  
Andri Nata
Keyword(s):  
Performance Analysis ◽  
Analytical Hierarchy Process ◽  
Employee Performance ◽  
Hierarchy Process

scholarly journals Analysis of customer satisfaction in hospital by using Importance-Performance Analysis (IPA) and Customer Satisfaction Index (CSI)

2018 ◽  
Vol 154 ◽  
pp. 01098
Author(s):  
Vembri Noor Helia ◽  
Cahya Putra Abdurrahman ◽  
Fety Ilma Rahmillah
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Hospital Staff ◽  
Quality Of Services ◽  
Referral Centre ◽  
Major Health ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Multi Disciplinary Team

As a major health referral centre, the hospital demanded to provide comprehensive services provided by a multi-disciplinary team according to the needs of patient. In the expansion of a growing number of hospitals in Yogyakarta especially Sleman area where retreat acquire customers even more stringent, it is necessary to increase the quality of services. There are five determinants of service quality namely: reliability, responsiveness, assurance, empathy, and tangible. Collecting data is done by observation and distributing questionnaires to 70 respondents, and Importance-Performance Analysis and Customer Satisfaction Index are used to determine satisfaction level of outpatients. As a results, six out of twenty attributes need improvement, namely: a) The condition of the hospital is clean, comfortable and tidy; b) Guidance and information boards poly is easy to see and read; c) The ease and accuracy of obtaining information for patients (referrals, lab results, etc.); d) The hospital staff has a quick response to the needs of patients; e) Attention physicians in managing patients and willingness to provide a particular time for consultation; and f) The prescribed medication is suitable and safe. It is known that the value of CSI by 76% means the service is not satisfied the patient.

STRATEGI PENGEMBANGAN BISNIS BADAN USAHA MILIK PETANI (BUMP) PT PADI ENERGI PROKLAMASI DI KABUPATEN KARAWANG, JAWA BARAT

2018 ◽  
Vol 1 (1) ◽  
Author(s):  
Doni Sahat Tua Manalu
Keyword(s):  
Environmental Conditions ◽  
Central Area ◽  
Rice Production ◽  
Quality Of Services ◽  
Qualitative And Quantitative ◽  
The Matrix ◽  
Swot Matrix ◽  
Weighted Score ◽  
Quantitative Descriptive

Currently some areas of Indonesia are being developed Badan Usaha Milik Petani (BUMP) as a form of institutional agribusiness, especially in the central area of rice production. Karawang regency is one of the regions in Indonesia who have great potential in rice production. BUMP PT Padi Energi Proklamasi is one that stands in the Karawang regency, West Java. This research aims to identify environmental external factors into opportunities and threats as well as the company's internal environmental factors that the company's strengths and weaknesses, formulate alternative strategies that the company can run according to environmental conditions and analyze the company's strategic priorities that can be run by enterprises in accordance with the company's environmental conditions. Data analysis was carried out qualitative and quantitative descriptive with EFE matrix-IFE, IE Matrix, SWOT matrix and QSPM. EFE matrix evaluation results in a score of 3.148 indicates that the BUMP PT Padi Energi Proklamasi respond both opportunities and threats that exist in the industry well. Based on the matrix IFE total weighted score is 3.684. The results obtained from processing QSPM priority strategies that can be run by BUMP PT Padi Energi Proklamasi is improving the quality of services to members through the existing facilities and infrastructure as well as government policies and others who support the business with the highest value that is equal to TAS 7.147. Keywords : Strategy, Institutional Agribusiness, BUMP PT Padi Energi Proklamasi

ANALISIS KEPUASAN KONSUMEN TERHADAP KERUPUK SAGU DI DESA PASAR BARU, KECAMATAN PANGEAN, KABUPATEN KUANTAN SINGINGI

2018 ◽  
Vol 1 (2) ◽  
Author(s):  
Adji Baniyoso ◽  
Chezy WM Vermila ◽  
Nariman Hadi
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Satisfaction Index ◽  
Customer Satisfaction Index

Penelitian ini dilaksanakan selama enam bulan yang dimulai pada bulan Februari sampai bulan Juli 2018 di Desa Pasar Baru Kecamatan Pangean Kabupaten Kuantan Singingi dengan tujuan untuk mengetahui tingkat kepuasan konsumen terhadap Kerupuk Sagu di Desa Pasar Baru Kecamatan Pangean Kabupaten Kuantan Singingi. Untuk menganalisis data digunakan Metode Deskriptif, Metode Importance Performance Analysis (IPA) dan Metode Customer Satisfaction Index (CSI). Hasil penelitian menunujkan bahwa karakteristik umum responden sebagian besar berusia 36-50 tahun, berjenis kelamin laki-laki dan perempuan. Sebagian besar responden adalah lulusan Sarjana (S1), berprofesi sebagai pegawai swasta dan pendapatan rumah tangga responden per bulan berkisar antara Rp. 1.500.000-2.000.000,-. Berdasarkan hasil penelitian nilai Customer Satisfaction Index (CSI) adalah 0,5213 atau tingkat kepuasan konsumen berada pada angka 52,13 persen yang berada pada kriteria puas. Dengan demikian, keseluruhan atribut kerupuk sagu telah memuaskan konsumennya. Kata Kunci : Kerupuk Sagu, IPA, CSI, Kepuasan Konsumen

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