scholarly journals TINGKAT KEPUASAAN WISATAWAN MANCANEGARA TERHADAP KUALITAS PELAYANAN REKREASI AIR PT PANDAWA MARINE ADVENTURS DI TANJUNG BENOA

2018 ◽  
pp. 77
Author(s):  
Ida Bagus Udayana Pidada
Keyword(s):  
Customer Satisfaction ◽  
Sampling Method ◽  
Quality Service ◽  
Marine Tourism ◽  
Average Value ◽  
Sport Activities ◽  
Water Sport ◽  
Water Recreation ◽  
A Company

PT Pandawa Marine Adventures is a company that is operated in the sector of marine tourism as a place for water recreation which is very popular among the travellers for playing water sport activities in the area of Tanjung Benoa. This study aims to analyse customer satisfaction related to the service quality of PT Pandawa Marine Adventures. The research used 100 respondents selected as the samples by using accidental sampling method. The collected data were then analyzed by descriptive qualitative method.The result of this study show that the tourists satisfaction related to the quality service of PT Pandawa Marine Adventures were measured into five satisfaction dimensions (tangible, reliability, responsiveness, assurance, empathy) by using 20 variables. The tangible dimension with four variables obtaining average value as amount 4,18 with satisfied category. Reliability with three variables obtaining average value as amount 4,06 with satisfied category. Responsiveness has six variables obtaining average value as amount 4,09 with satisfied category. Assurance has four variables and obtaining average value 4,07 with satisfied category. Empathy has three variables and obtaining average value 4,27 with very satisfied category.

scholarly journals ANALISIS DESKRIPTIF PADA DIMENSI KUALITAS LAYANAN MOBILE BANKING (M-BANKING) TERHADAP KEPUASAN NASABAH PERBANKAN SYARIAH

2020 ◽  
Vol 7 (6) ◽  
pp. 1118
Author(s):  
Charissa Kezia Rahmawati ◽  
Bayu Arie Fianto
Keyword(s):  
Customer Satisfaction ◽  
Survey Data ◽  
Sampling Method ◽  
Initial Study ◽  
Descriptive Statistics ◽  
Reliability Test ◽  
Mobile Banking ◽  
Quality Service ◽  
Validity And Reliability

This research presents an initial study of customer satisfaction as measured by five mobile banking (m-banking) quality services dimensions using descriptive statistics and mean score. The survey data were obtained from 100 respondents of mobile banking (m-baking) users by using a purposive sampling method. The data is processed using validity and reliability test to check the quality of the data. The results shown in this research are explanatory or extracting information on which factors the customer shows high and low satisfaction.Keywords: Customer Satisfaction, Descriptive Statistic, Mobile Banking, Quality Service Dimension

Analisis Kualitas Pelayanan Antar Jemput Produk Tabungan Terhadap Tingkat Kepuasan Nasabah (Studi Kasus Pada BPRSyari’ah Harta Insan Karimah Cabang Cikarang)

2021 ◽  
Vol 12 (1) ◽  
pp. 61-69
Author(s):  
Suchi Wati Dewi ◽  
Rafika Rahmawati
Keyword(s):  
Customer Satisfaction ◽  
Qualitative Approach ◽  
Quality Level ◽  
Islamic Banks ◽  
Quality Service ◽  
Analysis Techniques ◽  
Key Factor ◽  
The Subject ◽  
A Company

The development of Islamic banks this time, the quality of service and customer satisfaction isa key factor that will become a competitive advantage of a company. Therefore a company is largelydetermined by the ability of banks to provide the best quality service compared to its competitors.This research is a descriptive qualitative approach. The object of this research is BPRS Harta InsanKarimah Branch Of Cikarang. While the subject is a customer of BPRS Harta Insan Karimah BranchOf Cikarang, amounting to 5 (five) people with 1 (one) the informant of BPRS Harta Insan KarimahBranch Of Cikarang. Methods of data collection by observation, interview and documentation. Forvalidation data using triangulation sources. Data analysis techniques there are three, namely: DataReduction, Presentation Of Data, and nteresting Conclusion and Verification. These results indicatethat (1) the service quality of BPRS Harta Insan Karimah Branch Of Cikarang is quite satisfactory forour customers. However,there are still factors that make customers feel quite satisfied, namely on timeconstraints. (2) There are four factors that determine the quality service pick-up of savings productson customer satisfaction at BPRS Harta Insan Karimah Branch Of Cikarang, namely Responsivness,Reliability, Assurance, and finally Emphaty (Empathy). (3) The quality level of savings product pick-upon customer satisfaction is carried out by BPRS HIK Cikarang Branch, namely by providing the bestquality service and fulfilling customer desires with that customers will be satisfied with the servicesprovided by BPRS HIK Cikarang Officers.

scholarly journals Pengelolaan Wisata Tirta pada PT. Benoa Marine Recreation (BMR) Keluharan Tanjung Benoa, Kecamatan Kuta Selatan, Kabupaten Badung

2018 ◽  
Vol 5 (2) ◽  
pp. 281
Author(s):  
Elvina Marleen Souhuwat ◽  
Made Sukana
Keyword(s):  
Secondary Data ◽  
Primary Data ◽  
General Manager ◽  
Marine Tourism ◽  
Tourism Management ◽  
Kinship System ◽  
Tourism Sector ◽  
Sport Activities ◽  
Water Sport ◽  
A Company

The key of success in a company is on how the manager manages the company to survive, to compete, and dominate the market share. Therefore, management is a very important thing of a company, including a company which is running in the marine tourism sector. Benoa Marine Recreation is the first company which started water sport business in Bali and it is very interesting to determine its management. This research aims to determine the marine tourism management of PT Benoa Marine Recreation (BMR) in Tanjung Benoa village, Kuta Selatan subdistrict, Badung regency. The method used in this research is qualitative method and the data sources is primary data and secondary data. The data collecting method used in this research are observation, interview, and documentation and assisted with data analysis techniques. The result of this research explains that the management of Benoa Marine Recreation is very well by using kinship system. The functions of management are also running well, such as the planning has running properly, organizing also has running well. Every employes are involved, employees are doing their duty and obligation properly. The actuating has done by the general manager. The general manager also directs and motivates all employees. The coordination between boss and employees has interlaced very well. The controlling of water sport activities which is done by the operational manager also running well.   Keywords:Management, Marine Tourism, Water Sport

scholarly journals Effect Of Product Quality And Brand Equity On Buying Interest

2020 ◽  
Vol 1 (1) ◽  
pp. 75
Author(s):  
Luciana Mia Kurniawati
Keyword(s):  
Customer Satisfaction ◽  
Product Quality ◽  
Brand Equity ◽  
Random Sampling ◽  
Sampling Method ◽  
Quality Service ◽  
Quality Of Products ◽  
Positive Effect

<p>This research aims to review the influence of the quality of products and brand equity in a partial and simultaneous against the interest of consumers to buy products fashion zoya. Over the withdrawal of funds the sampling method of uses the method random sampling , by smeru within the of this research is there were thousands of visitors zoya boutique in the stall for as many as 154 respondents in the present study. The results of the study and reason 5 percent significance finds that: (1) product quality has a positive effect on buying interest, (2) brand equity has a positive effect on buying interest, and (3) product quality and brand equity together have a positive and significant effect on buying interest.</p><p><strong><em> </em></strong></p>Keyword : <em>Electronic Quality Service</em>,<em> Electronik Trust, Customer Satisfaction</em>

PENGARUH KUALITAS PRODUK KOPI TERHADAP KEPUTUSAN PEMBELI DI POINT COFFEE PEDURENAN

2021 ◽  
Vol 15 (01) ◽  
pp. 22-28
Author(s):  
Dwi Lolla Octavyan ◽  
Sofiani Sofiani
Keyword(s):  
Product Quality ◽  
Sampling Method ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Quality Service ◽  
Purchasing Decisions ◽  
Coffee Shop ◽  
Specialty Coffee ◽  
Dominant Influence

Indonesia as one of the largest coffee producing countries in the world has an important role in global trade, namely the specialty coffee trade. Specialty coffee is one of the leading commodities for coffee producing countries like Indonesia because of the taste of the coffee. The quality of the product itself has an understanding that the product offered by the seller has more selling value that must be owned by competitors' products, therefore the company is trying to focus on the quality of the product and compare it with the products offered by competing companies. This research is associative research using a quantitative approach. With the aim to analyze the effect of Coffee Beverage Product Quality on Buyer's Decisions at Point Coffee Pedurenan, South Jakarta, as well as find out which factors have a dominant influence on Buyer's Decisions at the Coffee Shop. The sample in this study amounted to 100 respondents who had visited Point Coffee by using the Probability Sampling method with the Simple Random Sampling technique. The data was collected using questtionnaires and distribute it directly to buyers at Point Coffee. The suggestion from this research is that the owner of Point Coffee can maintain the hygiene that has been applied by the workers, Increase again the Quality, Quantity, Variation, and Innovation of coffee beverage products in terms of flavor, to meet the buyer's decision. And Point Coffee is more innovative so that buyers don't get bored easily if they come again at Point Coffee. Keywords: Product Quality, Service Quality, Purchasing Decisions

scholarly journals KUALITAS PELAYANAN BANK DENGAN MENGGUNAKAN METODE IMPORTANCE PERFORMANCE ANALYSIS (IPA) DAN CUSTOMER SATISFACTION INDEX (CSI) TERHADAP KEPUASAN NASABAH

2017 ◽  
Vol 3 (01) ◽  
pp. 63
Author(s):  
Yudi Siyamto
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Data Processing ◽  
Sampling Method ◽  
Average Rate ◽  
Quality Of Services ◽  
Satisfaction Index ◽  
Customer Satisfaction Index

The purpose of this study was to determine the quality of services provided by the bank in serving kepusan customers using 5 dimensions of assurance, reliability, tangibility, empathy, and responsiveness, so from that dimension is unknown dimension into the client's preferences into consideration the quality of services by banks in Surakarta. The method used is the Importance Performance Analysis (IPA) and the Customer Satisfaction Index (CSI) doped with Miscrosoft software Excel for Windows and SPSS for windows. Questionnaires distributed amounted to 90 respondents with a sampling with accidental sampling method. The results of data processing by using IPA (Importance Performance Analysis) obtained an average rate of 95.21% suitability. Furthermore, for the assessment of the quadrant where the priority that should be corrected is related  Equanimity  customers  and  Ease  of  providing  services.  However  the  overall  services provided  by the  bank  are  quite  satisfied  because  of  the  20  attributes,  only  the  second  to  be prioritized. It was also evident from the results of the methods CSI (Customer Satisfaction Index) indicates the level of customer satisfaction by 80.80%. The value is in the range from 66 to 80.99%, so overall customers are satisfied with the performance of the services provided by the bank in Surakarta.

scholarly journals Pengaruh Harga Dan Kualitas Produk Terhadap Kepuasan Konsumen T-Mart Express Indonesia

2020 ◽  
Vol 3 (1) ◽  
pp. 1-10
Author(s):  
Elizabeth Rahayu
Keyword(s):  
Customer Satisfaction ◽  
Product Quality ◽  
Quantitative Research ◽  
Sampling Method ◽  
Sampling Techniques ◽  
Probability Sampling ◽  
Purposive Sampling

Abstract The purpose of this research is to understand the influence of price and product quality of T-Mart Express Indonesia’s customer satisfaction. This research is a quantitative research by using the SPSS Statistic 22 with 112 respondent of the sample which is T-Mart Express Indonesia consumers in North  Jakarta who have bought the product three times or more by using non-probability sampling method and purposive sampling techniques. The measurement used was a questionnaire that was distributed through Google Form to the respondent. The result of hypothesis analysis shows that price and product quality significantly affect customer satisfaction. Implications and suggestions are explained in the article. Abstrak Tujuan dari penelitian ini adalah untuk memahami pengaruh harga dan kualitas produk terhadap kepuasan pelanggan T-Mart Express Indonesia. Penelitian ini adalah penelitian kuantitatif dengan menggunakan SPSS Statistic 22 dengan sampel sebanyak 112 responden yaitu konsumen T-Mart Express Indonesia di Jakarta Utara yang telah membeli produk tiga kali atau lebih dengan menggunakan metode non probability sampling dan teknik purposive sampling. Pengukuran yang digunakan adalah kuesioner yang dibagikan melalui Google Form kepada responden. Hasil analisis hipotesis menunjukkan bahwa harga dan kualitas produk berpengaruh signifikan terhadap kepuasan pelanggan. Implikasi dan saran dijelaskan pada artikel    

scholarly journals ANALISIS PENGARUH PENERAPAN TOTAL QUALITY MANAGEMENT (TQM) TERHADAP KINERJA KARYAWAN LABORATORIUM DI PT.X

2021 ◽  
Vol 7 (2) ◽  
pp. 114-119
Author(s):  
Niken Septiani Kurnia ◽  
Raden Faris Gumelar ◽  
Rifki Hidayattulloh
Keyword(s):  
Quality Management ◽  
Customer Satisfaction ◽  
Total Quality Management ◽  
Employee Performance ◽  
Linear Regression Analysis ◽  
Primary Data ◽  
Total Quality ◽  
A Company ◽  
Clear Goal

A company is built of course with a clear goal, namely to get as much profit as possible, but this is not necessarily achieved easily, there are many things that companies need to pay attention to in order to achieve these goals. One of the aspects that can affect company revenue is customer satisfaction with the products produced, where the quality of the products produced needs to be considered because this is directly proportional to customer satisfaction. To achieve customer satisfaction, many things can be done by the company, one of which is the application of Total Quality Management (TQM) as done by PT. X, where the application of TQM aims to increase competitiveness which is done by continuous improvement so that it This can affect employee performance which is also directly proportional to product quality and company earnings. This study was conducted to prove whether the implementation of TQM by PT X affects employee performance or not. The approach used in this study uses linear regression analysis, where the data used is primary data obtained from questionnaires distributed to several respondents. The results showed that variable X had an effect on variable Y with a correlation coefficient of 0.598 and the decision was made that the application of TQM had an effect on employee performance.

scholarly journals An Analysis of Consumer Behaviors in Choosing Public Transportation

2021 ◽  
Vol 9 (2) ◽  
pp. 17-26
Author(s):  
Hadhori Nurhasan ◽  
Utomo Putro
Keyword(s):  
Quality Of Service ◽  
Local Government ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Public Interest ◽  
Public Transportation ◽  
Consumer Behaviors ◽  
A Company

Various efforts have been done to overcome or at least reduce the severe congestion in Jakarta. For this reason, the local government continues to carry out various strategies. And PT TransJakarta as a company under the auspices of the local government that manages several modes of transportation, also has a big role in overcoming congestion in Jakarta. One of them is by launching several public transportations so that many people will switch to use public transportation. Recently, Transjakarta launched a microbus type public transportation called Mikrotrans. To make it works, TransJakarta must be able to attract public interest to use microtrans. For this reason, a special strategies are needed to attract customers. One of the most important aspects is by controlling the quality of the service in order to make customer satisfied. Several aspects of microtrans service quality are investigated which have major influences on increasing customer satisfaction. And the results show that in general the quality of service at Mikrotrans is quite good. The result shows that the variables of service quality in mikrotrans are good enough in the customer although it still requires evaluation or improvement in several aspects.

scholarly journals KEPUASAN PELANGGAN PO ROSALIA INDAH MENGGUNAKAN IMPORTANCE PERFORMANCE COMPETITOR ANALYSIS (IPCA)

2019 ◽  
Vol 14 (2) ◽  
pp. 63
Author(s):  
Nia Budi Puspitasari ◽  
Susatyo Nugroho Widyo Pramono ◽  
Yoana Ellen Pertiwi
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Data Processing ◽  
Quality Service ◽  
Competitor Analysis ◽  
Customer Dissatisfaction ◽  
Bus Services ◽  
Urgent Action ◽  
Group Technique

Persaingan yang ketat antara perusahaan dalam pelayanan bus antar kota antar provinsi membutuhkan perbaikan pelayanan kualitas untuk mempertahankan pelanggan. Adanya ketidakpuasan pelanggan terhadap fasilitas dan layanan yang diberikan oleh PO Rosalia Indah menjadi suatu permasalahan yang harus diperbaiki sehingga dengan menerapkan metode ini dapat meningkatkan kualitas pelayanan PO Rosalia Indah dan loyalitas penumpang. Penelitian ini bertujuan untuk menganalisa kepuasan pelanggan PO Rosalia Indah dengan mempertimbangkan keberadaan pesaingnya yaitu PO Pahala Kencana dan memberikan rekomendasi perbaikan terhadap atribut fasilitas yang menjadi prioritas perbaikan. Penelitian ini menggunakan metode Importance Performance Competitor Analysis (IPCA). Pengambilan data dilakukan terhadap dua kelompok responden yaitu responden PO Rosalia Indah dan responden PO Pahala Kencana. Penelitian ini mengukur tingkat pelayanan kualitas berdasarkan 3 dimensi yaitu kendaraan (15 butir pernyataan), sopir dan kru (8 butir pernyataan) dan manajemen (13 butir pernyataan). Berdasarkan hasil pengolahan data dengan IPCA didapatkan bahwa terdapat 21 butir pernyataan yang masuk dalam kuadran Urgent Action dan memerlukan perbaikan. Rekomendasi perbaikan dilakukan dengan metode Numerical Group Technique (NGT) yang berasal dari lima ahli yang mengerti dalam bidang transportasi bus.Abstract[The Customer Satisfaction of PO Rosalia Indah using Importance Performance Competitor Analysis (IPCA)] The intense competition between companies in intercity bus services between provinces requires the improvement of quality services to retain customers. The existence of customer dissatisfaction with the facilities and services provided by PO Rosalia Indah becomes a problem that must be improved so that by applying this method can improve the quality of service Rosalia Indah PO and passenger loyalty. This research aims to analyze customer satisfaction of PO Rosalia Indah by considering the existence of its competitor that is PO Pahala Kencana and give recommendation improvement to the facility attribute which become the priority of improving. This research uses Importance Performance Competitor Analysis (IPCA) method. The data were collected from two groups of respondents namely PO Rosalia Indah and respondent’s PO Pahala Kencana. This study measures the level of quality service based on 3 dimensions of the vehicle (15 points statement), driver and crew (8 points statement) and management (13 points statement). Based on the results of data processing with IPCA found that there are 21 items of statements that enter the Urgent Action quadrant and require improvement. The improvement recommendation was made by Numerical Group Technique (NGT) method which is derived from five experts who understand in the bus transportation field.Keywords: customer satisfaction; numerical group technique; IPCA

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