scholarly journals Analysis of Customer Satisfaction on Quality of Jakarta Corridor MRT (Mass Rapid Transit) Service 1 (Lebakbulus Station - Bundaran HI)

2020 ◽  
Vol 3 (2) ◽  
pp. 71-80
Author(s):  
Ari Hesti Purnomo ◽  
Amar Mufhidin
Keyword(s):  
Customer Satisfaction ◽  
Service Industry ◽  
High Mobility ◽  
Correlation Method ◽  
Average Value ◽  
Bivariate Correlation ◽  
Passenger Satisfaction ◽  
Questionnaire Method ◽  
High Level

Seeing the very high mobility behavior of the Jakarta people and difficult to avoid congestion, it is appropriate, a solution that invites people to move from private vehicles to mass transportation modes such as the Jakarta MRT. The transportation service industry is an interesting sector to observe because Jakarta MRT is relatively new transportation in Jakarta. This study aims to determine the level of passenger satisfaction with the quality of Jakarta Corridor 1 MRT services (Lebak bulus Station - HI Roundabout) reviewed using the questionnaire method, using 100 respondents taken randomly from Lebak Bulus to the HI Roundabout and vice versa. To get the results of customer satisfaction required data on the average rating of respondents and the results obtained an average value above 3 and included in the category of very satisfied according to the CSI table. To get data that needs to be a priority to be improved and data that needs to be maintained the level of service quality needs to be tested using the Cartesian diagram of the importance- performance method and the results of data that become priorities for improvement are safety aspects at trains and stations as well as courtesy of officers. To test the results of the analysis conducted a validity test using the bivariate correlation method to measure the validity and invalidity of the data with a significance value of 1% and R tables obtained at 0.258 and 100% validity results (all valid data), reliability testing to measure the level of consistency of respondents in filling out the questionnaire from the SPSS program counting process gets the result that the questionnaire has a high level of consistency.

scholarly journals Pengaruh Kualitas Pelayanan Customer Service Terhadap Kepuasan Nasabah Pada Bank BJB Cabang Subang

ijd-demos ◽  
2020 ◽  
Vol 1 (2) ◽  
Author(s):  
Agus Dedi Subagja ◽  
Hanifah Hanifah
Keyword(s):  
Statistical Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Service ◽  
Descriptive Analysis ◽  
Total Sample ◽  
High Level ◽  
Statistical Analysis Methods ◽  
Research Analysis

Kualitas pelayanan adalah totalitas fitur dan karakteristik produk atau jasa yang tergantung pada kemampuannya untuk memuaskan kebutuhan yang dinyatakan atau tersirat. Kepuasan pelanggan adalah tingkat perasaan seseorang setelah membandingkan kinerja (atau hasil) yang ia persepsikan dibandingkan dengan harapannya. Penelitian ini bertujuan untuk menganalisis kualitas pelayanan customer service terhadap kepuasan nasabah dan menguji pengaruh kualitas pelayanan customer service terhadap kepuasan nasabah pada Bank BJB cabang Subang. Penulis menggunakan pendekatan kuantitatif dengan metode analisis deskriptif dan analisis statistik. Populasi pada penelitian ini sebanyak 3.841, dengan jumlah sampel yang diambil sebanyak 100 orang. Sedangkan alat pengumpulan data yang digunakan adalah kuesioner. Hasil analisis penelitian menunjukkan pengaruh kualitas pelayanan customer service terhadap kepuasan nasabah pada Bank BJB cabang Subang menunjukkan tingkat hubungan yang tinggi dengan kontribusi pengaruh yaitu sebesar 64,4% dan sisanya sebesar 35,4% dipengaruhi oleh faktor lain yang tidak diteliti.Service quality is the totality of features and characteristics of a product or service that depends on its ability to satisfy stated or implied needs. Customer satisfaction is the level of one's feelings after comparing the performance (or results) he perceives compared to his expectations. This study aims to analyze the quality of customer service service to customer satisfaction and examine the influence of customer service quality on customer satisfaction at the Bank of the Subang branch BJB. The author uses a quantitative approach with descriptive analysis and statistical analysis methods. The population in this study was 5,240, with a total sample of 100 people. While the data collection tools used were questionnaires. The results of the research analysis showed the influence of customer service quality on customer satisfaction at the Bank of the Subang branch BJB showed a high level of relationship with the contribution of influence that is equal to 64.4% and the remaining 35.4% is influenced by other factors not examined.

scholarly journals Assessment of Customer Satisfaction as an Element Deciding About Enterprise's Competitiveness

2018 ◽  
Vol 1 (1) ◽  
pp. 657-664 ◽  
Author(s):  
Manuela Ingaldi ◽  
Martin Kotus
Keyword(s):  
Customer Satisfaction ◽  
Service Delivery ◽  
Satisfaction Index ◽  
Goods And Services ◽  
Individual Determinants ◽  
Quality Design ◽  
High Level ◽  
Enterprise's Competitiveness ◽  
Research Service

Abstract Enterprises which want to ensure a secure and stable market position must constantly look for ways to convince customers (current and potential) that their goods and services are competitive and represent a sufficiently high level of quality, consistent with the their needs. Service enterprises use specific methods and tools to analyze the quality of their services and to be sure that these services are competitive on the market. One of the important elements of such an analysis is the assessment of customer satisfaction. This research should be treated as a key stage in the customer satisfaction management system. Without knowing the customers' expectations, the enterprise is unable to determine what to improve and correct. In this case, the Customer Satisfaction Index (CSI), which not only indicates what to improve, but also shows the level of customer satisfaction, should be used. The purpose of the paper is to assess customer satisfaction in a service point of a known producer of men's clothes. The CSI index and a specially developed survey were used for the research. The questionnaire was filled in by the customers of the research service point after the service delivery. According to the obtained results, individual determinants should be maintained and monitored by the enterprise. The research also identified areas for improvement, i.e. product quality, design and ways of payment. However, the overall CSI score is good, which means that despite few problems with customers' satisfaction, they are satisfied with the research service point.

scholarly journals Analisis Kepuasan Konsumen Dalam Menggunakan Jasa Pengiriman Paket Pos Optima Pada PT. Pos Indonesia (persero) Cabang Pontianak

2013 ◽  
Vol 9 (3) ◽  
pp. 293
Author(s):  
Syarifah Arini
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Average Rate ◽  
Survey Methods ◽  
Quality Of Services ◽  
Physical Evidence ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
High Level

Research to analyze customer satisfaction at optimal postal parcel delivery service at PT Pos Indonesia (Persero) Branch Pontianak. Dimension-imensi examined are reliability, responsiveness, assurance, empathy, and tangibles. This study used survey methods, data collection techniques, namely: observation, interviews, questionnaires, and documentation study. Samples used as many as 100 people by using purposive sampling. analysis using Cartesian diagram. The results of this study indicate that the majority of respondents were satisfied with the service of PT Pos Indonesia (Persero) Branch Pontianak with an average satisfaction level of 3.91 and the value of the average rate of interest of 4.34 dimension of service quality the most satisfied customers is assurance dimension and physical evidence, where the majority of respondents' votes are in quadrant B, which means that the interest and customer satisfaction are at a high level and in accordance with the wishes of the consumer. Dimensional quality of services that they are in quadrant A, which means the consumer is not satisfied then it should be further enhanced by the company. While the dimensions of the quality of services that are in quadrant C and D in which the interests of consumers are at a low level is considered normal practice even though consumers are satisfied because it is not very important.Keywords: Satisfaction, Service Quality Dimensions Services

scholarly journals Service Quality dan Implikasinya Terhadap Kepuasan Pelanggan

2018 ◽  
Vol 3 (2) ◽  
pp. 13
Author(s):  
Resti Siti Nur Cahyati Hidayat ◽  
Maya Setiawardani
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Linear Regression Analysis ◽  
Coefficient Of Determination ◽  
Quadrant Analysis ◽  
Toll Road ◽  
Optimal Service ◽  
Five Dimension ◽  
High Level

The high level of society mobility needs to be supported by adequate infrastructures. Sufficient and adequate toll road infrastructure is able to increase the acceleration of a country's economic and social development through the creation of effectiveness and resulting efficiency. Optimal service delivery can gain customer satisfaction. One approach to measure service quality that many used as a reference is SERVQUAL (Service Quality). There are five dimension on servqual model, that is reliability, assurance, tangible, emphaty and responsiveness. The purpose of this study is to determine the level of customer satisfaction in order to improve the quality of service and to know the service attributes that are prioritized to be maintained and improved by PT Jasa Marga (Persero) Branch Purbaleunyi. Data processing methods in this study using the validity, reliability, classical assumption test, and descriptive statistical analysis. While the data analysis methods used are simple linear regression analysis, correlation, coefficient of determination and quadrant analysis. The results of this study indicate that service quality variables have positive and significant impact on customer satisfaction at Purbaleunyi toll road. Tingginya mobilitas masyarakat perlu didukung oleh infrastruktur yang memadai. Infrastruktur jalan tol yang memadai mampu meningkatkan percepatan pembangunan ekonomi dan sosial suatu negara melalui penciptaan efektivitas dan efisiensi yang dihasilkan. Penyampaian layanan yang optimal bisa mendapatkan kepuasan pelanggan. Salah satu pendekatan untuk mengukur kualitas layanan yang banyak digunakan adalah SERVQUAL (service quality). Ada lima dimensi model SERVQUAL, yaitu reliability, assurance, tangible, emphaty dan responsiveness. Tujuan penelitian ini adalah mengetahui tingkat kepuasan pelanggan dalam rangka meningkatkan kualitas pelayanan dan mengetahui atribut layanan yang diprioritaskan untuk dipelihara dan diperbaiki oleh PT Jasa Marga (Persero) Cabang Purbaleunyi. Metode pengolahan data menggunakan uji validitas, reliabilitas, uji asumsi klasik, dan analisis statistik deskriptif. Sedangkan metode analisis data yang digunakan adalah analisis regresi linier sederhana, korelasi, koefisien determinasi dan analisis kuadran. Hasil penelitian ini menunjukkan bahwa variabel kualitas pelayanan berpengaruh positif dan signifikan terhadap kepuasan pelanggan pada jalan tol Purbaleunyi.

scholarly journals Influence of E-Marketing Strategy on Customer Satisfaction

2019 ◽  
Vol 8 (9S3) ◽  
pp. 289-292
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Marketing Strategy ◽  
Quality Measurement ◽  
Favorable Condition ◽  
The Past ◽  
Performance Quality ◽  
Managerial Implications ◽  
Questionnaire Method

Over the past two decades, several attempts were made to provide best practices for e-service quality measurement and e-marketing strategy. It is always necessary to measure the performance quality of web services using different means such as E-SERVQUAL model. The customer satisfaction gets enhanced after measuring the E-service quality in a service-based company. The proposed study uses E-SERVQUAL model for measuring the service quality of an E-commerce Company. The survey questionnaire method is used to collect responses from customers of the company via email and newsletters. The results indicate that factors: efficiency, reliability, assurance and security in the e-service system are in favorable condition and factor: responsibility is not in the favorable condition that affects the customer satisfaction level of the company. Managerial implications are proposed with the help of theoretical study of e-marketing strategy 2P+2C+3S to enhance customer satisfaction of the company

scholarly journals Application of the Servqual Method and the Kano Model as Measurement of Service Quality towards Customer Satisfaction in Senyum Media Bondowoso

2021 ◽  
Vol 1 (4) ◽  
pp. 324-331
Author(s):  
Firrizqi Satria Wibawa ◽  
Nurul Qomariah ◽  
Yusron Rozzaid
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Quantitative Research ◽  
Sampling Technique ◽  
Kano Model ◽  
Average Value ◽  
Level Of Satisfaction ◽  
Research Show

This research aims to analyze the level of customer satisfaction to services and explain the factors that must be prioritized in order to meet consumer expectations in Senyum Media Bondowoso. The method used is quantitative research with the Servqual method and the Kano model. The population of this research is all the customers of the Senyum Media Bondowoso store and the samples used are 150 samples using the Purposive Sampling technique. The results of the research show that the quality of service in CV. Senyumindo Mediatama Bondowoso is not in accordance with what is desired by customers, because the calculation is carried out using the Service Quality method, the results obtained are the average value of service quality, the average value of service quality for all dimensions of service quality is -4,967. On the other hand, for the Kano category is in the Indifferent category, which means that the attributes that are in the category of less attention by consumers, therefore the existence of these attributes does not affect the decrease or increase in the level of satisfaction of consumers. This category has no effect on consumer satisfaction with functional or dysfunctional services and goods.

scholarly journals Analysis of BRT Infrastructure in Jakarta Province on Women's Perspective

2020 ◽  
Vol 2 (2) ◽  
pp. 74-80
Author(s):  
Ali Sunandar ◽  
Aprillia Ainundyasari
Keyword(s):  
Customer Satisfaction ◽  
Public Transportation ◽  
Consumer Satisfaction ◽  
Provincial Government ◽  
Service Needs ◽  
Business World ◽  
Satisfaction Index ◽  
Type Size ◽  
High Level

Quality of service in the business world is very important so that all consumer needs are met. Likewise with the world of land transportation which is always developing both in its type, size, and methods used in providing services. The Neat Transit Bus which operates in DKI Jakarta is one of the modes of mass transportation provided by the DKI Jakarta government to support the service needs of DKI Jakarta residents. Good transportation services will bring up a high level of customer satisfaction. The purpose of this study is to determine the dominant factors that influence the parameters of BRT passenger satisfaction in DKI Jakarta, to know the level of female consumer satisfaction with the quality of BRT services in DKI Jakarta. The research method used in this study is the CSI (Customer Satisfaction Index) by distributing questionnaires to respondents. From the research, the level of satisfaction of female customers in using the BRT public transportation facilities in the DKI Jakarta provincial government was 66%. Customer satisfaction criteria are in the Satisfied category.

scholarly journals Sustainability reporting assessment for quality and compliance: the case of Ukrainian banks’ management reports

2020 ◽  
Vol 15 (2) ◽  
pp. 117-129
Author(s):  
Inna Makarenko ◽  
Victor Sukhonos ◽  
Iryna V. Zhuravlyova ◽  
Sergiy Legenchuk ◽  
Olga Szołno
Keyword(s):  
Sustainability Reporting ◽  
Fiscal Year ◽  
Ministry Of Education ◽  
Continuous Assessment ◽  
Clear Trend ◽  
Average Value ◽  
Verification Process ◽  
High Level ◽  
Corporate Social

Management report is a new form of sustainability reporting (SR) in Ukraine, and its assessment for quality of environmental, social and governance (ESG) criteria disclosure and compliance among banks plays a crucial role for auditors in the verification process. The Quality and Compliance Bank Management Reports (Q&C BMR) Index methodology was developed for this purpose. The methodology includes a range of formal, content, assurance and disclosure scorings. According to the results of a continuous assessment of these management reports of 75 state, private and foreign-owned banks in Ukraine for the 2018 fiscal year, the average Q&C BMR Index is 61.2%. This indicates a fairly high level of quality and compliance with regulatory requirements for disclosure by banks of Ukraine in their SR. Differentiation of the studied population of banks in terms of Q&C BMR Index allowed distinguishing the following rating groups: А – leaders, B – pursuers, C – starters, and D – outsiders. There is a clear trend in the relationship between the ownership of a bank and its Q&C BMR index. Despite the rather high average value of the index, there is an opportunity to improve Ukrainian banks’ SR in the context of its further standardization and disclosure of the full set of ESGs – a criterion for all rating groups (especially C and D). Q&C BMR Index can be used as a benchmark by banks, regulators and auditors when comparing the level of disclosure by banks and their transparency. AcknowledgmentThe comments of an editor and anonymous referees have been gratefully acknowledged. Inna Makarenko gratefully acknowledges financial support from the Ministry of Education and Science of Ukraine – Corporate Social and Environmental Responsibility for Sustainable Development: Partnership of Stakeholders in the Real, Financial and Public Sectors of the Economy (0117U003933).

scholarly journals Pengaruh kualitas layanan, kepuasan pelanggan dan keterikatan pelanggan terhadap loyalitas pelanggan grab di Surabaya

2020 ◽  
Vol 10 (1) ◽  
pp. 33
Author(s):  
Fadela Bara ◽  
Tjahjani Prawitowati
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Customer Engagement ◽  
Quality Of Services ◽  
Mutual Benefit ◽  
The People ◽  
High Level

Customer Loyalty indirectly help companies to promote products or services to the people closest to them. This is will be greatly help the company to get new customers. To increase Customer Loyalty, the company is expected to improve the quality of services provided. Quality is closely related to Customer Satisfaction and Customer Engagement, quality encourages customers to establish long-term bonds of mutual benefit in the company and Customer Engagement can increase Customer Loyalty because of the high level of Customer Engagement is the result of Customer Satisfaction of the product or service provided by the company.

scholarly journals The Effect of Product Quality on Customer Satisfaction Implications on Customer Loyalty in the Era Covid-19

2021 ◽  
Vol 2 (1) ◽  
pp. 71-83
Author(s):  
Afriapoll Syafarudin
Keyword(s):  
Customer Satisfaction ◽  
Product Quality ◽  
Customer Service ◽  
Customer Loyalty ◽  
Consumer Satisfaction ◽  
Research Survey ◽  
The Stability ◽  
High Level ◽  
Regional Banks

Customer satisfaction is the level of customer satisfaction after comparing the services or products received under what is expected. consumer satisfaction is the feeling of disappointment or pleasure for each individual after comparing the performance of the product that is thought of according to the expected product performance. Customer satisfaction is the goal of every company for the survival of every company. Paying attention to and increasing the level of customer satisfaction is very useful in the world of business competition. Companies with a high level of customer satisfaction tend to be superior to other competitors. Not only improving, but the company must also be able to maintain the stability of customer satisfaction levels to remain high. The function of customer satisfaction is very important in running a service and product business. By paying attention to customer satisfaction, entrepreneurs and business owners can find out about complaints and feedback from customers who receive services or products. From complaints and suggestions, the company can improve and improve the quality of customer service and products offered to compete and outperform competitors. A good company provides a means by which consumers can submit input and complaints so that consumers feel their voice heard. The research survey was conducted on 150 functional units at regional banks in Indonesia. The results showed that product quality affected customer quality and customer quality affected customer loyalty.

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