scholarly journals Teller Service Satisfaction Level Analysis at BNI Undaan Surabaya Branch

2021 ◽  
Vol 21 (1) ◽  
pp. 20-25
Author(s):  
Ahmad Ali Mahmud ◽  
Elok Damayanti
Keyword(s):  
Quality Of Service ◽  
Gap Analysis ◽  
Average Score ◽  
Satisfaction Level ◽  
Analysis Method ◽  
Research Subjects ◽  
Physical Evidence ◽  
Level Of Satisfaction ◽  
Level Analysis

This study aims to find out the analysis of the level of satisfaction of teller services at BNI Undaan Surabaya Branch by using the research dimension consisting of tangible (physical evidence), reliability (reliability), responsiveness (responsiveness), assurance (guarantee) and empathy (empathy). This research is a research that uses the approach qualitative, the technique used in this research is the method of questionnaires and data collection techniques through google form. Then using the  gap analysis method and managed to find the gap score is - 0.48  with an average score of  -0.096. The research subjects used were customers at BNI Undaan Surabaya Branch which amounted to 50 people.  The results showed from 50 respondents known analysis of the quality of teller services to customers at BNI Undaan Surabaya Branch with a Very Dissatisfied attitude of 0%, Dissatisfied 0%, Dissatisfied 0%, Satisfied 9.6% and Very Satisfied 90.4%. Based on the results of the research can be interpreted the quality of service provided by the teller at BNI Undaan Surabaya Branch is Very Satisfied.

scholarly journals Analisis Kepuasan Mahasiswa Universitas Muhammadiyah Pontianak Terhadap Produk Tabungan Syariah Mandiri Pada Bank Syariah Mandiri (BSM) Cabang Pontianak

2015 ◽  
Vol 10 (2) ◽  
pp. 303
Author(s):  
Devi Yasmin ◽  
Khalid Muhajir
Keyword(s):  
Quality Of Service ◽  
Consumer Satisfaction ◽  
Average Rate ◽  
Satisfaction Level ◽  
Physical Evidence ◽  
Fifth Dimension ◽  
Level Of Satisfaction ◽  
The University ◽  
Level Of Importance

The purpose of this study was to determine the level of satisfaction of the students at the University of Muhammadiyah Pontianak Savings products Syariah Mandiri Bank Syariah Mandiri (BSM) Branch Pontianak. This study is a descriptive study, with the entire student population of the University of Muhammadiyah Pontianak ever open a savings account at Bank Syariah Mandiri Syariah Mandiri (BSM) Pontianak in 2013 was 2,225 people. Sampling using purposive sampling, which each faculty will be represented by 20 respondents, so the total respondents were 120 people. Data were collected through questionnaires and documents of the company. Research variable is the variable quality of service consisting of reliability (reliability), responsiveness (responsiveness), assurance (assurance), empathy (empathy), and tangibles (physical evidence / real). Analyzer used in this research is importance performance analysis using Cartesian diagram. The results of this study indicate level of the average consumer satisfaction obtained X = 4.73 and the average rate of interest is Y = 4.07 which means that the average level of customer satisfaction is above the level of importance so overall the respondents are satisfied with the quality of service services provided by the Bank Syariah Mandiri Branch Pontianak. While the overall attributes associated with the fifth dimension is defined satisfaction level is above derive maximum satisfaction level, which is satisfied, except for some attributes such as queuing system at Bank Syariah Mandiri regular and attributes There are a large parking area and regularly at Bank Syariah Mandiri.

scholarly journals FAKTOR- FAKTOR YANG MEMPENGARUHI TINGKAT KEPUASAN PASIEN RAWAT INAP DI RUMAH SAKIT

2021 ◽  
Vol 9 (1) ◽  
pp. 46-53
Author(s):  
Winda Lestari ◽  
Ichsan Rizany ◽  
Herry Setiawan
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
Journal Article ◽  
Professional Service ◽  
Satisfaction Level ◽  
Journal Articles ◽  
Care Services ◽  
Level Of Satisfaction ◽  
Degree Of Satisfaction

  ABSTRACT The low quality of service so that the level of patient satisfaction has not met the minimum service criteria, namely 95% which is influenced by several factors so that the degree of satisfaction is still low.Objective: to find out the factors that influence the satisfaction level of swamp patients in hospitalMethods: This study uses a literature review, from two electronic databases; Google Scholar and Garuda in the period 2010-2020 found ten literatures that match keywords.Results: The results of data synthesis in 10 journal articles 5 journal articles stated that the level of patient satisfaction was low due to ineffective communication, 4 journal articles stated that the level of satisfaction was low because of the quality of service, and 1 journal article stated that the level of patient satisfaction was low due to official scheduling.Discussion: Patient satisfaction with the quality of service provided by nursing personnel to clients while receiving hospital care, services, and nursing care received by patients is a form of professional service that can increase inpatient satisfaction and improve the quality of health services. Keywords: Patient, Hospitalization, Satisfaction Level.

scholarly journals ANALISIS PENGARUH KUALITAS PRODUK DAN PELAYANAN TERDAHAP KEPUASAN KONSUMEN MENGGUNAKAN METODE IMPORTANCE PERFORMANCE ANALYSIS DI TWISSTERDOG DENPASAR

2018 ◽  
Vol 6 (3) ◽  
pp. 259
Author(s):  
I.G.A Devika Inten A ◽  
Amna Hartiati ◽  
Cokorda Anom Bayu Sadyasmara
Keyword(s):  
Quality Of Service ◽  
Performance Analysis ◽  
Customer Satisfaction ◽  
Product Quality ◽  
Food Presentation ◽  
Satisfaction Level ◽  
Consumer Interest ◽  
Level Of Satisfaction ◽  
Parking Facilities

This study aims to determine the attributes that are considered important by consumers to achieve customer satisfaction, determine the level of performance in Twissterdog, know the level of satisfaction or level of consumer suitability of products and services in Twissterdog, and determine the attributes that need to get priority from the company to achievement of customer satisfaction. This research was conducted in Twissterdog with the sample used was 97 respondents by using purposive and accidental sampling method. Data obtained from the questionnaire distribution were analyzed by Importance Performance Analysis method. The result of research shows that attribute with highest level of customer satisfaction on product quality is clarity of name and logo of company with satisfaction level 222%, attribute with lowest satisfaction level is price match with consumer interest, food presentation and price match with product quality with satisfaction level equal to 80.84%. Attributes with the highest level of customer satisfaction on the quality of service is the hospitality of the waiter and the courtesy of the waiter with a satisfaction level of 218%. Attribute with the lowest level of customer satisfaction on the quality of service is the convenience of café with a satisfaction level of 43%. Attributes that should be prioritized on product quality are price conformity with consumer interest, food presentation and price conformity with product quality. The attributes that must be prioritized on the quality of service is the ease of reaching the location, the cleanliness of the cafe, the availability of parking facilities and the convenience of the cafe. Keywords : Customer satisfaction, Importance Performance Analysis, Twissterdog.

scholarly journals Metode Fuzzy Servqual Dalam Mengukur Kepuasan Pasien Terhadap Kualitas Layanan BPJS Kesehatan

2018 ◽  
Vol 5 (1) ◽  
pp. 90-101
Author(s):  
Entin Sutinah ◽  
Odilia Rosdiana Simamora
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
Health Services ◽  
Service Quality ◽  
General Hospital ◽  
Five Dimensions ◽  
Physical Evidence ◽  
Level Of Satisfaction ◽  
Improve Service Quality

Abstrak Kurangnya kualitas pelayanan menjadi salah satu kendala terhadap tingkat kepuasan pasien. Pihak rumah sakit juga sering kali kesulitan dalam mengukur kualitas pelayanannya. Tujuan penelitian ini adalah untuk mengetahui tingkat kepuasan pasien yang menggunakan layanan BPJS Kesehatan di Rumah Sakit Umum Daerah Dr. H. Kumpulan Pane. Pengukuran kualitas pelayanan dilakukan dengan metode Fuzzy servqual. Kualitas pelayanan menggunakan lima dimensi yang terdapat dalam servqual yaitu tangibles (bukti fisik), reliability (keandalan), responsiveness (daya tanggap), assurance (jaminan), emphaty (empati). Hasil penelitian ini menunjukkan bahwa nilai gap dari kelima dimensi memiliki nilai negatif. Yang artinya kualitas pelayanan di dapatkan belum sesuai dengan yang diharapkan oleh pasien BPJS Kesehatan. Nilai gap tertinggi adalah dimensi emphaty (empati) dengan nilai gap sebesar 0.15 dan nilai gap terendah adalah dimensi tangibles (bukti fisik) dengan nilai gap 0.49. dengan demikian dapat diketahui bahwa dimensi tangibles (bukti fisik) ini yang menjadi perhatian untuk dapat meningkatkan kualitas pelayanan. Kata Kunci : Fuzzy, Kepuasan, Pelayanan, Servqual Abstract Lack of quality of service becomes one of the obstacles to the level of patient satisfaction. The hospital is also often difficult to measure the quality of service. The purpose of this study is to determine the level of satisfaction of patients who use BPJS Health services in the Regional General Hospital Dr. H. Collection Pane. Measurement of service quality is done by Fuzzy servqual method. Service quality uses the five dimensions contained in the servqual are tangibles (physical evidence), reliability, responseiveness, assurance, empathy. The results of this study indicate that the gap value of the five dimensions has a negative value. Which means the quality of service is not in accordance with the expected by the patient BPJS Health. The highest gap value is the empathy dimension with the gap value of 0.15 and the lowest gap is the dimension of tangibles (physical proof) with the gap value of 0.49. thus it can be seen that the dimensions of tangibles (physical evidence) is of concern to improve service quality. Keywords: Fuzzy, Satisfaction, Service, Servqual

scholarly journals PERSEPSI MASYARAKAT TERHADAP KUALITAS PELAYANAN DI TERMINAL ARJOSARI KOTA MALANG

2016 ◽  
Vol 1 (1) ◽  
pp. 23 ◽  
Author(s):  
Mohammad Maskan ◽  
Alifiulahtin Utaminingsih ◽  
Bambang Soepeno
Keyword(s):  
Quality Of Service ◽  
Local Government ◽  
Average Score ◽  
Service Users ◽  
Physical Evidence ◽  
Excellent Service ◽  
Descriptive Approach ◽  
Bus Station ◽  
Quality Theory

This study aims to analyze the quality of service in Arjosari Bus Station Malang. The service quality theory used in the study refers to the opinion of Tjiptono (2000) which consists of: physical evidence (tangibility), reliability, responsiveness, assurance, and empathy. The study uses a descriptive approach, by taking a sample of 30 service users of Arjosari Bus Station Malang. While, the methods of analysis use the mean.The results show that the quality of service in Arjosari Bus Station Malang is good enough with an average score of 2.86. However, to improve the quality of service to the service users of the bus station, then there are several things that must be done by the local government of Malang, ie: adding free WIFI facility in bus station, fixing the layout and the exterior rooms of the bus station, and improving the room's cleanliness and coolness at the bus station environment. Furthermore, it also improves the reliability in service, such as: the simplicity for the bus station service users to consult with officials and leaders where necessary to the provision of the excellent service.

scholarly journals Application of the Servqual method to analyze the satisfaction level of hotel services and facilities

SinkrOn ◽  
2021 ◽  
Vol 5 (2) ◽  
pp. 239-245
Author(s):  
Nur Ainun ◽  
Volvo Sihombing ◽  
Masrizal Masrizal
Keyword(s):  
Service Quality ◽  
Quality Score ◽  
Average Score ◽  
Satisfaction Level ◽  
Perceived Service Quality ◽  
A Value ◽  
Level Of Satisfaction ◽  
Guest Satisfaction ◽  
Star Classification

With so many hotels and other accommodation facilities in the city of Medan. More and more people are coming and staying and using the facilities at each hotel. Whether it's rooms, meeting room facilities, facilities to hold events, and much more are available in every hotel. Every hotel wants to give satisfaction to guests who come to use the hotel facilities and services. Likewise with SwissbeliNN hotels which have a 3 (three) star classification. Therefore, the opinions of guests and complaints given are very useful to improve the quality of hotel services. To find out, we will look at the satisfaction level of each guest. In this case, the writer applies the servqual method to see the level of guest satisfaction that has been obtained. To find out what is still lacking in the services provided. The purpose of this research is to find out the shortcomings of the hotel for the services provided to hotel visitors, as well as to fulfill the complaints of each visitor to the hotel from the results of the research carried out, with the objectives described later to be able to provide solutions to hotel leaders to fulfill the research results. obtained. The research methods carried out include collecting data directly from the hotel related to the problems that arise to be researched, literature studies, analyzing the problems to be studied based on the data collection that has been obtained, designing applications to overcome problems that arise and making it easier to find out the level of satisfaction of visitors. against managed hotels, as well as testing applications that are made to test the level of success obtained from the application being built. Based on the research conducted, the average perceived service quality score was 3.54. This score is in the somewhat unsatisfactory category when compared with the average score of service quality score which is perceived to be lower than expected. This indicates a gap. The highest average score is given to responsiveness with a value of 3.62 while the lowest score is given to the dimension of empathy with a value of 3.44.

scholarly journals Metode Fuzzy Servqual Dalam Mengukur Kepuasan Pasien Terhadap Kualitas Layanan BPJS Kesehatan

2018 ◽  
Vol 5 (1) ◽  
pp. 90-101 ◽  
Author(s):  
Entin Sutinah ◽  
Odilia Rosdiana Simamora
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
Health Services ◽  
Service Quality ◽  
General Hospital ◽  
Five Dimensions ◽  
Physical Evidence ◽  
Level Of Satisfaction ◽  
Improve Service Quality

Abstrak Kurangnya kualitas pelayanan menjadi salah satu kendala terhadap tingkat kepuasan pasien. Pihak rumah sakit juga sering kali kesulitan dalam mengukur kualitas pelayanannya. Tujuan penelitian ini adalah untuk mengetahui tingkat kepuasan pasien yang menggunakan layanan BPJS Kesehatan di Rumah Sakit Umum Daerah Dr. H. Kumpulan Pane. Pengukuran kualitas pelayanan dilakukan dengan metode Fuzzy servqual. Kualitas pelayanan menggunakan lima dimensi yang terdapat dalam servqual yaitu tangibles (bukti fisik), reliability (keandalan), responsiveness (daya tanggap), assurance (jaminan), emphaty (empati). Hasil penelitian ini menunjukkan bahwa nilai gap dari kelima dimensi memiliki nilai negatif. Yang artinya kualitas pelayanan di dapatkan belum sesuai dengan yang diharapkan oleh pasien BPJS Kesehatan. Nilai gap tertinggi adalah dimensi emphaty (empati) dengan nilai gap sebesar 0.15 dan nilai gap terendah adalah dimensi tangibles (bukti fisik) dengan nilai gap 0.49. dengan demikian dapat diketahui bahwa dimensi tangibles (bukti fisik) ini yang menjadi perhatian untuk dapat meningkatkan kualitas pelayanan. Kata Kunci : Fuzzy, Kepuasan, Pelayanan, Servqual Abstract Lack of quality of service becomes one of the obstacles to the level of patient satisfaction. The hospital is also often difficult to measure the quality of service. The purpose of this study is to determine the level of satisfaction of patients who use BPJS Health services in the Regional General Hospital Dr. H. Collection Pane. Measurement of service quality is done by Fuzzy servqual method. Service quality uses the five dimensions contained in the servqual are tangibles (physical evidence), reliability, responseiveness, assurance, empathy. The results of this study indicate that the gap value of the five dimensions has a negative value. Which means the quality of service is not in accordance with the expected by the patient BPJS Health. The highest gap value is the empathy dimension with the gap value of 0.15 and the lowest gap is the dimension of tangibles (physical proof) with the gap value of 0.49. thus it can be seen that the dimensions of tangibles (physical evidence) is of concern to improve service quality. Keywords: Fuzzy, Satisfaction, Service, Servqual

Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Tabungan Britama Pada Bank BRI Cabang Fatmawati

Liquidity ◽  
2018 ◽  
Vol 1 (1) ◽  
pp. 72-80
Author(s):  
Viva Faronika ◽  
Asriyal Asriyal
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Acceptable Level ◽  
Level Of Service ◽  
Level Of Satisfaction ◽  
Service Policies ◽  
Improve Service Quality ◽  
Relationship Of

If the customer is greater than acceptable level of service, the cutomer is not satisfied. Conversely, if an acceptable level of service greater than the expectations of customers, the customer will be satisfied. This means that if Bank BRI branch Fatmawati can improve service quality to its customer it will affect the level of satisfaction. In this research found evidence that, in terms of the creation of quality services, Bank BRI branch Fatmawati is one of the branches that participate to implement the established policies and service in accordance with the exiting service standard in the banking world. Amount of influence the determination of quality of service policies applied by the Bank BRI branch Fatmawati indicated by r2. r2 value only 45 % and the rest 55 % influenced by other variables not studied. Meanwhile, the variable relationship of service quality to customer satisfaction can be seen from the values r = 0,67. This shows the value of the correlation coefficient between the variables of service quality to customer satisfaction. This means there are strong relationships between the independent variable X (quality of service) to the dependent variable Y (customer satisfaction). Since r = 0,67 (67 %) greater then 50 %.

Tingkat Kepuasan Nasabah Pada Bank Syariah Mandiri Cabang Bogor

2019 ◽  
Vol 4 (2) ◽  
pp. 34
Author(s):  
Priyo Wismantoro ◽  
Fika Dwiyanti
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Competitive Advantage ◽  
Customer Service ◽  
General Level ◽  
Customer Focus ◽  
Quality Improvements ◽  
Level Of Satisfaction

Business banking is a service business based on principles of trust and t5he customer is a major asset. Under conditions of business competition among banks strict bank that has resulted in only a competitive advantage (compatative advantage as well as a competitive advantage) who can reach the highest position in the eyes of cusmers or the public. Competitive advantage can be obtained from the quality of customer servicr, so the focus on customers (customer focus), responsive to the development of customer desires and continuously innovate is an acitivity that can be done to anticipate the cimpetitive conditions. In this case, the bank should always evaluate the quality of service given to customers and is reflected in the level of customer satisfaction obtained. Rate the quality of service branch of bank syariah mandiri bogor whole is still under service, because it still was below expectations, this is evident also that the general level of service is still not meeting customer expectations, because the level of hope (expectation0 the customer is generally higher than the level of performance (perfromance) or perception(perception)customer.        Empathy dimension of service quality dimensions are most critical or have any impact on the most powerful influence on the level of satisfaction. In this case, the willingness og bank syariah mandiri branch bogor provide individual attention in serving its clients is crucial. Empathy dimension attributes inclide individual attention, operational time , personal attention, giving interests, and understand the needs. These attributes is the main priority of service quality improvements are intensive and comprehensive.           Customer service strategy to be implemented by the management of bank syariah mandiri in perspective five dimensioris of service quality(tangibles, realiability,responsiveness, assurance and empathy) looks not optimal. In an effort to provide the best service (service excellence) and focus to the customer(customer focus), then the customer satisfaction can be obatained with significantly improved and the improvement of quality of serivice aspects and impticalions of the strategy need to be consldered

KINERJA PROSES PELELANGAN IKAN DI PASAR ARUMBAI KOTA AMBON

2017 ◽  
Vol 1 (2) ◽  
pp. 58-66
Author(s):  
Frendly Matulessy ◽  
Dionisius Bawole
Keyword(s):  
Performance Analysis ◽  
Gap Analysis ◽  
Primary Data ◽  
Satisfaction Level ◽  
Questionnaire Data ◽  
Analysis Method ◽  
Value For Money ◽  
Qualitative Descriptive ◽  
Market Needs ◽  
Descriptive Method

This study aims to measure the performance of fish auction process in Arumbai Market in Ambon. Primary data were collected from 43 respondents through observation and direct interview based on questionnaire. Data was analysed by qualitative descriptive method, importance performance analysis method (IPA) and gap analysis, and value for money method. The results show that: 1). There are three auction process activities namely pre auction, auction, and post auction; 2). Fisherman's satisfaction level is 67% and merchant satisfaction is 81%; and 3). The auction performance of the economic aspect is less economical, with the final value of 83%, while the fish auction performance from the efficiency aspect is less efficient with the value of 76%. For that, it needs additional officers to manage fish auction place (TPI) in Arumbai Market. In addition, the fish auction facilities (TPI) in Arumbai Market needs to be improved.

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