scholarly journals ANALISIS KOMPETENSI KARYAWAN DALAM MENDUKUNG PELAYANAN PRIMA (Studi Pada Frontliner BCA KCP Metro Jababeka)

2020 ◽  
Vol 3 (2) ◽  
pp. 8-13
Author(s):  
Esra Simanjuntak ◽  
Dedi Rianto Rahadi
Keyword(s):  
Qualitative Research ◽  
Customer Satisfaction ◽  
Performance Standards ◽  
Government Service ◽  
Training Performance ◽  
Customer Expectations ◽  
Excellent Service ◽  
Customer Trust ◽  
Service Standards

AbstrakPelayanan prima merupakan pelayanan yang dilakukan sebaik mungkin kepada pelanggan atau konsumen agar dapat merasa puas.  Banyak macam-macam tujuan pelayanan prima salah satunya adalah memberikan pelayanan berkualitas terhadap para pelanggannya sehingga menimbulkan kepercayaan pelanggan terhadap barang atau jasa yang ditawarkan oleh penjual. Manfaat dari pelayanan prima yaitu untuk  meningkatkan kualitas pelayanan perusahaan ataupun pemerintah terhadap  pelanggan, yang dapat menjadi acuan dalam  pengembangan penyusunan standar pelayanan. Standar pelayanan dapat didefinisikan sebagai panduan yang digunakan untuk melakukan pelayanan dan menjadi acuan untuk menilai kualitas suatu pelayanan. Pelayanan dapat disebut  prima apabila pelanggan telah merasa puas dan sesuai dengan harapan pelanggan. Begitu juga yang dilakukan karyawan frontliner bank BCA untuk melayani nasabahnya dengan pelayanan yang prima yang selalu  mementingkan kepuasan nasabah. Berbagai upaya untuk meningkatakan standar kompetensi pegawai dengan mengikuti pelatihan kompetisi, standar kinerja, standar layanan, pengetahuan, keterampilan dan kompetensi keras untuk setiap karyawannya. Metode yang digunakan dalam penelitian ini yaitu metode penelitian kualitatif dengan mengumpulkan data dari beberapa orang melalui wawancara. Kata kunci :Frontliner Perbankan; Kepuasan Nasabah; Penelitian Kualitatif; Pelayanan Prima; Standar KompetensiAbstrackExcellent service is service that is done as best as possible to customers or consumers in order to be satisfied. There are many kinds of excellent service objectives, one of which is to provide quality service to its customers so that it creates customer trust in the goods or services offered by the seller. The benefits of excellent service are efforts to improve the quality of company or government service to customers, which can serve as a guide in developing service standards preparation. Service standards can be defined as benchmarks used to provide services and become a reference for assessing the quality of a service. Service can be called prime when the customer is satisfied and in accordance with customer expectations. Likewise, BCA bank fronliner employees serve their customers with excellent service who always prioritizes customer satisfaction. Various efforts to improve employee competency standards by participating in competition training, performance standards, service standards, knowledge, skills and hard competencies for each employee. The method used in this research is qualitative research methods by collecting data from several people through interviews.Keyword:   Banking Frontliners;  Customer Satisfaction;  Qualitative Research; Excellent Service; Competency Standards, 

scholarly journals The Effect of Service Quality on Customer Satisfaction in an Automotive After-Sales Service

2021 ◽  
Vol 7 (2) ◽  
pp. 116
Author(s):  
Justine Roy Balinado ◽  
Yogi Tri Prasetyo ◽  
Michael Nayat Young ◽  
Satria Fadil Persada ◽  
Bobby Ardiansyah Miraja ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Automotive Industry ◽  
Structural Equation ◽  
Equation Modeling ◽  
Factors Affecting ◽  
Customer Expectations ◽  
Significant Relationships ◽  
Customer Trust

Assessment of service quality has been widely utilized in after-sales service, especially in the automotive industry. The purpose of the study was to determine factors affecting customer satisfaction in an automotive after-sales service at Toyota Dasmarinas-Cavite Philippines by utilizing the SERVQUAL approach. Several SERVQUAL dimensions such as tangibles, reliability, responsiveness, assurance, and empathy were analyzed simultaneously to the customer satisfaction. Structural equation modeling (SEM) indicated that among the five SERVQUAL dimensions, reliability and empathy were found to have significant relationships to the satisfaction of customers at Toyota Dasmarinas-Cavite Philippines. Interestingly, tangibles, responsiveness, and assurance were found to have no significant relationships to satisfaction. The servicing dealer must deliver a high quality of service to meet customer expectations and achieve high customer satisfaction, which subsequently builds customer trust towards the company. With these, customer retention and loyalty can be attained by the company that can also increase the company’s profit and competitive advantage.

scholarly journals IMPACT OF SERVICE QUALITY, TRUST, AND CUSTOMER SATISFACTION ON CUSTOMER LOYALTY IN PT MEGA MANUNGGAL PROPERTY TBK

2019 ◽  
Vol 6 (1) ◽  
pp. 33-42
Author(s):  
Maria Anna Stefanie ◽  
Badikenita Sitepu
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Primary Data ◽  
Distribution Method ◽  
Good Reputation ◽  
Customer Trust ◽  
The Impact

In order to compete, survive, and grow the company is required to provide a good quality services to meet the needs and desires of its customers. Companies must be able to maintain a good reputation in the eyes of its customers. A good quality services will tend to give more satisfaction to the customers who use the services of the company. With emphasis on good service it will build a long-term profitable relationships with customers while also achieving customer loyalty. Therefore, this study is aiming to determine the importance of the impact of service quality, trust and customer satisfaction at PT Mega Manunggal Tbk Property in an effort to improve customer loyalty which will affect the company's survival. A questionnaire distribution method chosen in this study is to collect primary data. Completed questionnaires designed and distributed or disseminated to all customers. SPSS for windows has been used to process the primary data.Thefindings showed that there is a significant relationship between service quality and customer loyalty, meaning that if the quality of service increases, customer loyalty will also increase.There is a significant influence between customer trust and customerloyalty,meaning that if the customer trust increases, customer loyalty will also increase.

Promoting Service Quality and Customer Satisfaction in Global Business

2016 ◽  
pp. 247-276 ◽  
Author(s):  
Kijpokin Kasemsap
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Organizational Performance ◽  
Customer Service ◽  
Entrepreneurial Success ◽  
Global Business ◽  
Customer Expectations ◽  
Wide Range ◽  
Excellent Service ◽  
Strategic Goals

This chapter explains the overviews of customer service, service quality, and customer satisfaction; the significance of service quality in global business; and the significance of customer satisfaction in global business. Customer service is the significant element required for a successful business. Knowing customer expectations and delivering excellent service quality can considerably promote the entrepreneurial success and business growth. Gaining high levels of customer satisfaction is very important to business because satisfied customers are most likely to be loyal and to make repeat orders and to utilize a wide range of services offered by business. High service quality effectively promotes customer satisfaction and customer satisfaction has a positive relationship with business revenue. The chapter argues that promoting service quality and customer satisfaction has the potential to enhance organizational performance and reach strategic goals in global business.

scholarly journals Evaluation of quality of service: real case in the hotel fitness center

2018 ◽  
Vol 12 (1) ◽  
pp. 1-27 ◽  
Author(s):  
Natália de Almeida Ferraz ◽  
Fagner José Coutinho de Melo ◽  
Taciana de Barros Jerônimo ◽  
André Philippi Gonzaga de Albuquerque ◽  
Denise Dumke de Medeiros
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Sector ◽  
Quality Of Services ◽  
Hotel Management ◽  
Fitness Center ◽  
Customer Expectations ◽  
Hotel Service ◽  
New Perspective

The justified purpose of the theme: The number of companies in the service sector has been increasing steadily in recent years. At the same time, consumers are increasingly demanding quality of services offered by the various providers in the market. Customer satisfaction is fundamental to the success of these organizations, and for this reason, the adoption of specific techniques for assessing quality of services is necessary. Purpose: this article aims to develop a framework to support hotel management. Methodology/Design: The study used an adaptation of the classic SERVQUAL model for the evaluation of customer expectations and perceptions, enhanced by the QUESC model, which is an instrument specifically applied to quality evaluation in fitness services, in order to obtain a more complete and targeted approach. The survey was conducted with 206 customers on the quality of service in the hotel's fitness center. Results and Originality: With the application of the model, we found that SERVQUAL was insufficient to evaluate customer satisfaction since the highest rated items pointed to the gaps coming mostly from the QUESC model. The findings provide a new perspective that can encourage those involved in the fitness center to manage these businesses considering the characteristics of the customer. This structure can help the hotel manager identifying which quality dimensions need more attention, improve the quality of the hotel service, develop customer loyalty, improve employee satisfaction, and differentiate from competitors. The article presents a new focus on guest view, which can be used to manage services offered by hotels.

scholarly journals UPAYA PENGENDALIAN MUTU HARUM MANIS BAKERY DALAM MENCIPTAKAN KEPUASAN PELANGGAN

2018 ◽  
Author(s):  
Dwita Dharma Prastiwi ◽  
Intan Septiana Sari
Keyword(s):  
Qualitative Research ◽  
Customer Satisfaction ◽  
Small Business ◽  
Research Methods ◽  
Qualitative Research Methods ◽  
Determination Method ◽  
Over Time ◽  
Selection Of

Harum Manis is a bakery (bakery) located in Pringsewu, Lampung. This bakery has been established since the 1990's. This business started from a very small business, then over time and the growing innovation issued by Harum Manis Bakery makes this business growing and progressing. In addition, the thing that makes this store survive is the quality and service provided. Harum Manis always put quality in every product. So do not be surprised if this business still survive for more than 20 years. The purpose of this study is to analyze how the Harum Manis Bakery effort in maintaining the quality of its products for customer satisfaction. Based on sample determination method, the sample used is three respondents. From the results of analyzes conducted the quality of Harum Manis Bakery provided starting from the selection of materials, equipment used, cleanliness, price and taste significantly affect customer satisfaction. This study used qualitative research methods.

scholarly journals Analisis atribut kualitas jasa layanan terhadap kepuasan anggota pada KPRI "KOPPENDA" Kabupaten Sleman

2021 ◽  
Vol 2 (2) ◽  
pp. 62-72
Author(s):  
Fajar Santoso
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Competitive Advantages ◽  
Consumer Loyalty ◽  
Excellent Quality ◽  
Excellent Service ◽  
Member Satisfaction

Service quality can be relied upon as one of the competitive advantages in increasingly fierce business competition. Excellent service quality is proven to be able to create consumer loyalty, because excellent quality is often synonymous with customer satisfaction; and in the end, through customer satisfaction the company will gain long-term profits.The purpose of this research is to find out: (1) How is the level of member satisfaction with the service quality of KPRI "KOPPENDA" Kab. Klaten; (2) What is the most dominant variable in influencing the level of member satisfaction with the service quality of KPRI "KOPPENDA" Kab. Klaten.Based on the results of the study, it can be concluded that: (1) The level of member satisfaction with the service quality of KPRI "KOPPENDA" Kab. Klaten is low; (2) The most dominant variable in influencing the level of member satisfaction with the service quality of KPRI "KOPPENDA" Kab. Klaten is Reliability

scholarly journals Pengaruh Kualitas Pelayanan Administrasi Akademik Terhadap Kepuasan Mahasiswa Politeknik Negeri Bandung

2018 ◽  
Vol 4 (1) ◽  
pp. 40
Author(s):  
Maya Setiawardani
Keyword(s):  
Quality Of Service ◽  
Student Satisfaction ◽  
Student Perceptions ◽  
Education Institution ◽  
Service Needs ◽  
Academic Administration ◽  
Customer Expectations ◽  
Level Of Satisfaction ◽  
Excellent Service

Service is an effort made to the customer to meet customer expectations. While the quality of service as an effort to meet the needs and desires of consumers and the accuracy of delivery in counterbalance consumer expectations. Bandung State Polytechnic is a vocational education institution that prepares its graduates ready to work. In achieving these objectives, it should be supported by the service of academic administration of quality to the needs and desires of students fulfilled. This study aims to illustrate how the quality of academic services according to student perceptions, describes the level of satisfaction of students, and whether there is a positive and significant influence between the quality of academic administration services there is student satisfaction. The results of this study found that the overall quality of academic administration services have been good, and student satisfaction is also good. The quality of academic administration services has a positive and significant impact on student satisfaction. Nevertheless, the quality of service still needs to be improved again such as hospitality and discipline officers, the availability of flow/chart of each service and availability of LCD projector. In addition, the overall quality of service needs to be improved again into excellent service.  Layanan adalah upaya yang dilakukan kepada pelanggan untuk memenuhi harapan pelanggan. Sedangkan kualitas layanan sebagai upaya untuk memenuhi kebutuhan dan keinginan konsumen dan ketepatan pengiriman dalam mengimbangi harapan konsumen. Politeknik Negeri Bandung adalah lembaga pendidikan kejuruan yang mempersiapkan lulusannya siap bekerja. Dalam mencapai tujuan ini, harus didukung oleh layanan administrasi akademik yang berkualitas terhadap kebutuhan dan keinginan siswa yang terpenuhi. Penelitian ini bertujuan untuk menggambarkan bagaimana kualitas layanan akademik menurut persepsi siswa, menggambarkan tingkat kepuasan siswa, dan apakah ada pengaruh positif dan signifikan antara kualitas layanan administrasi akademik ada kepuasan siswa. Hasil penelitian ini menemukan bahwa secara keseluruhan kualitas layanan administrasi akademik sudah baik, dan kepuasan siswa juga baik. Kualitas layanan administrasi akademik memiliki dampak positif dan signifikan terhadap kepuasan siswa. Namun demikian, kualitas layanan masih perlu ditingkatkan lagi seperti petugas perhotelan dan disiplin, ketersediaan aliran/grafik dari masing-masing layanan dan ketersediaan proyektor LCD. Selain itu, kualitas layanan secara keseluruhan perlu ditingkatkan lagi menjadi layanan yang sangat baik.

scholarly journals PELAKSANAAN PELAYANAN PRIMA TERHADAP KEPERCAYAAN NASABAH DI PT. BANK PERKREDITAN RAKYAT JORONG KAMPUNG TANGAH PARIAMAN

2019 ◽  
Author(s):  
ANDRE MISA PUTRA ◽  
jhon fernos
Keyword(s):  
Qualitative Research ◽  
Data Collection ◽  
Support Services ◽  
Modern Times ◽  
Excellent Service ◽  
Provision Of Services ◽  
The Times ◽  
Customer Trust

Banking is now increasingly recognized that the service and trust of customers or customers is a provision that is difficult to separate and is a vital aspect in order to survive in the business to win the competition. This study aims to provide excellent service to customer trust on PT. Rural Banks jorong kampung tangah pariaman. This type of research includes a type of qualitative research. This research was conducted on on PT. Rural Banks jorong kampung tangah pariaman. The type of data collection used is Field Reset and Reset to the Library. Based on research found that the implementation of excellent service has been carried out by PT. Rural Banks jorong kampung tangah pariaman but the acceptance and response of some customers or customers is not very good. With the results of this study, it can be suggested (1) the performance of employees must be improved even better. (2) Provision of services must be in accordance with standards and services not making it up are always honest in attitude. (3) Keeping the customer's trust in order not to switch to another bank. (4) Adding facilities and infrastructure that support services (5) Always keep abreast of the times so as not to lose competitiveness with other banks in modern times like today.

scholarly journals Pengaruh Diferensiasi Produk Dan Kualitas Pelayanan Terhadap Tingkat Kepuasan Pelanggan (Studi Kasus Di Restoran Roast Chicken & Pizza Meteran)

2020 ◽  
Vol 4 (1) ◽  
pp. 022-027
Author(s):  
Saefudin Zuhdi ◽  
Selvy Irawanti
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Product Differentiation ◽  
Sampling Method ◽  
Correlation Coefficients ◽  
Sampling Technique ◽  
Factors Affecting ◽  
Customer Expectations ◽  
Level Of Satisfaction

Product differentiation is an attempt to design a set of distinguishing or physical product attributes to differentiate the company's products with the competing products. Quality of service is a measure of the extent to which a service can be provided to meet customer expectations. Both of these variables significantly affect the level of customer satisfaction. The population used in this study is Roast Chicken & Pizza Meter, a dine-in restaurant during July 2014 - August 2014, amounting to 1,440 customers. The sample chosen for this study was 100 respondents and purposive sampling method is chosen as sampling technique. Data are collected by means of questionnaires. And the analysis techniques used are regression and correlation coefficients. The results of the analysis using SPSS version 20 show that: (1). Product differentiation positively affecting the level of customer satisfaction. Regression coefficients results indicate the quality of service (X2 = 1.047) became the biggest factors affecting the level of satisfaction of subscribers, while product differentiation (X1 = 0.992) to the lowest factor affecting customer satisfaction. (2) Correlation and Determination-Test showed that R = 0,998a are positive. This means that any increase in the variable x changes cause an increase in the variable Y. R2 (R Square) = 0.996 variables X1 and X2 affect Y by 99.6% less than 0.4% of the other variables were not examined.

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