scholarly journals Analisis Kualitas Pelayanan Menggunakan Metode Service Quality dan Diagram Kano untuk Meningkatkan Kepuasan Nasabah di Bank Jabar Banten Syariah Cabang Bandung

2021 ◽  
Vol 1 (1) ◽  
pp. 10-15
Author(s):  
Alvin Cakra Pratista
Keyword(s):  
Service Quality ◽  
Case Studies ◽  
Customer Service ◽  
Quality Analysis ◽  
Analysis Method ◽  
Banking Services ◽  
Calculation Results ◽  
Patient Service ◽  
Back Office ◽  
Service Attribute

Abstract. The purpose of this study was to determine the customer service banking services at the Bank Jabar Banten Syariah in Bandung and measure the services at the Bank Jabar Banten Syariah in Bandung using the service quality analysis method and canoe diagrams. This type of research used in this research is descriptive quantitative and for the method of research using descriptive case studies that focus intensively on one particular object, by studying case studies. The population in this study is a customer of Bank Jabar Banten Syariah as consumers of Bank Jabar Banten Syariah banking services and has a sample of 114 people. Data collection techniques used in this study were interviews with back office staff employees and auditors, surveys and observations. The results of this study revealed that the services provided by the Bank Jabar Banten Syariah in Bandung included in the category quite well, but in research using service quality analysis of services provided by the Bank Jabar Banten Syariah in Bandung branch have shortcomings in terms of open customer service in exchanging ideas, customer service is able understand the needs, customer service conveys information, customer service master the field of work, customer service provides patient service, technology and customer service equipment. While the CS-Coefficient calculation results showed the highest better value of 1.02 in the 23rd service attributes, 13, 23 and 25, namely customer service hospitality, accuracy of customer service in service, customer service providing convenient service, and worse value equal to -1.49 in the 15th service attribute, namely the ability to communicate customer service. Abstrak. Tujuan penelitian ini adalah untuk mengetahui layanan customer service perbankan pada jasa Bank Jabar Banten Syariah cabang Bandung serta mengukur pelayanan jasa di Bank Jabar Banten Syariah cabang Bandung dengan menggunakan metode service quality analysis dan kano diagram. Jenis penelitian yang digunakan pada penelitian ini adalah deskriptif kuantitatif dan untuk metode penelitian menggunakan deskriptif studi kasus yaitu memusatkan diri secara intensive terhadap satu objek tertentu, dengan cara mempelajari studi kasus. Populasi pada penelitian ini merupakan nasabah Bank Jabar Banten Syariah selaku konsumen dari jasa perbankan Bank Jabar Banten Syariah dan memiliki sampel sebanyak 114 orang. Teknik pengumpulan data yang digunakan pada penelitian ini adalah wawancara dengan karyawan staff back office dan auditor, survey dan observasi. Hasil penelitian ini mengungkapkan bahwa pelayanan yang diberikan Bank Jabar Banten Syariah cabang Bandung termasuk kedalam kategori cukup baik, namun pada penelitian menggunakan service quality analysis pelayanan yang diberikan Bank Jabar Banten Syariah cabang Bandung memiliki kekurangan dalam hal customer service terbuka dalam bertukar pikiran, customer service mampu memahami kebutuhan, customer service menyampaikan informasi, customer service menguasai bidang pekerjaannya, customer service memberikan pelayanan dengan sabar, tekhnologi dan peralatan customer service. Sementara hasil perhitungan CS-Coefficient menunjukan nilai better yang paling tinggi sebesar 1,02 pada atribut layanan ke-23 yaitu 13, 23 dan 25, yaitu keramahtamahan customer service, keakuratan customer service dalam melayani, customer service memberikan layanan yang nyaman, dan nilai worse sebesar -1,49 pada atribut layanan ke-15, yaitu kemampuan berkomunikasi customer service.

scholarly journals SERVICE QUALITY ANALYSIS OF TWO OF THE LARGEST RETAIL CHAINS WITH MINIMART CONCEPT IN INDONESIA

2018 ◽  
Vol 19 (0) ◽  
pp. 177-185
Author(s):  
Hendy Tannady ◽  
Filscha Nurprihatin ◽  
Hendy Hartono
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Quality Analysis ◽  
Satisfaction Level ◽  
Quality Service ◽  
Analysis Method ◽  
High Expectations ◽  
Perceived Satisfaction ◽  
Retail Chains ◽  
And Performance

Service quality is important because it makes prices more affordable, and also fulfils customer satisfaction. This bolsters trust for customers, and thereby encourages them to keep buying products at retail stores. This research uses Quality Service Analysis method to understand the gap between customers’ expectations regarding service attributes and their perceived satisfaction level. This study also uses the method of Importance and Performance Analysis to determine an attribute’s category. Therefore, it can determine which priorities should be reinforced to improve customer satisfaction. Through SERVQUAL analysis, there are 10 known attributes of each retailer that has the highest gap score. Through IPA analysis, we know that Alfamart has 7 attributes which warrant serious attention from management. This is due to the high expectations of customers on the indicator, and the fact that the management has not managed well. Meanwhile, Indomaret has 9 attributes that warrant serious attention from management.

Does outcome quality matter? An investigation in the context of banking services in an emerging market

2015 ◽  
Vol 32 (5) ◽  
pp. 341-355 ◽  
Author(s):  
Sonali Jain ◽  
Sanjay K. Jain
Keyword(s):  
Factor Analysis ◽  
Service Quality ◽  
Customer Service ◽  
Emerging Market ◽  
Equation Modeling ◽  
Outcome Quality ◽  
Banking Services ◽  
Content Type ◽  
Quality Perceptions ◽  
Functional Quality

Purpose – This paper aims to measure outcome quality in banks in India and to make a comparative assessment of its influence on customer service quality perceptions. Though both functional quality (i.e. how service is delivered) and outcome quality (i.e. what is delivered) are important aspects of service quality, it is the functional quality which has primarily been the focus of past studies. Design/methodology/approach – The data used in the study are based on a survey of bank customers located in Delhi and National Capital Region. Using the exploratory factor analysis and confirmatory factor analysis, validity and dimensionality of the multi-item functional and outcome quality scales used in the study were assessed. A structural model of relationships of functional and outcome quality with overall service quality was tested through use of the structural equation modeling (SEM) approach. Findings – The study finds outcome quality as being a significant and major determinant of customer service quality perceptions in banks. Inclusion of outcome quality in the analysis is, moreover, found to be helpful in capturing more exhaustively the variations present in customer overall service quality perceptions. Research limitations/implications – Both the functional and outcome quality in the study have been measured through scales adapted from past studies. But the same have not been found able to fully capture variations in customer service quality perceptions. More psychometrically sound scales to measure functional and outcome quality are needed. Studies in both the developing and developed countries and additional service sectors are called for to increase the generalizability of the study findings. Furthermore, nomological validity of the outcome quality scale needs to be investigated by relating it with other anent constructs, such as customer satisfaction and their behavioral intentions. Practical implications – Instead of simply remaining preoccupied with functional quality, i.e. process or how part of service delivery, bank management also needs to gauze customer outcome quality perceptions (i.e. what the customers think they are eventually getting out of their transactions with the service provider) and exercise due care to see that customers in fact are getting the core banking tasks performed for which they approach the banks in the first instance. Originality/value – Present study is first of its kind in investigating role of outcome quality in banking services sector in the context of an emerging market like India. Use of SEM for analyzing both the measurement and structural models constitutes another noteworthy feature of the study.

scholarly journals KINERJA LAYANAN DAN KEPUASAN NASABAH MASA PANDEMI COVID-19 PADA BANK BNI CABANG BOGOR

2021 ◽  
Vol 9 (3) ◽  
Author(s):  
Syarief Gerald Prasetya
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Service ◽  
Queuing System ◽  
Service Performance ◽  
Quality Service ◽  
Analysis Method ◽  
Customer Complaints ◽  
Satisfaction Index

The research is aimed at describing service quality and customer satisfaction with PT Bank BNI services during the COVID-19 pandemic. The study used 60 customers to be selected randomly as samples. The analysis method uses Importance Performance Analysis (IPA) and Customer Satisfaction Index (CSI). The results of the analysis found that the performance of services provided by PT Bank BNI Bogor Branch has been able to meet the interests of customers by 83.07%. Then it is known that several attributes are the main priority because their performance is still below the interests of customers, namely the queuing system during the Covid-19 pandemic, the speed of customer service during the Covid-19 pandemic, bank operational schedules during the Covid-19 pandemic, guarantees of getting quality service. the Covid-19 pandemic, the completeness of the facilities/equipment provided, the alertness to customer complaints during the Covid-19 pandemic, the speed in resolving the Covid-19 pandemic problems, the readiness to overcome queues during the Covid-19 pandemic and the readiness of officers when needed. From the results of the CSI analysis, it is known that the level of customer satisfaction is 77.61% which is included in the satisfied category. Thus the services provided by PT Bank BNI Bogor Branch during the Covid-19 pandemic can be said to be good but they still have to continue to make improvements so that their service performance is getting better.  

Consumer Perception Towards Quality Of Service Offered By Online Retailers

2019 ◽  
Vol 118 (9) ◽  
pp. 323-333
Author(s):  
Dr. C. Samudhra Rajakumar
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Structural Equation ◽  
Quality Analysis ◽  
Equation Modeling ◽  
Online Service ◽  
Industry Competition ◽  
Online Retailers ◽  
Potential Customers

Online service quality is one of the key determinants of the success of online retailers. This exploratory study revealed some important findings about online service quality. To survive in fierce industry competition, many practitioners and academicians in this field have recently focused on how to improve online services to attract potential customers and on how to retain current customers. Zeithaml (2002) has emphasized that companies should focus on online service encompassing all cues and encounters that occur before, during, and after the transactions This research examined online retailers quality analysis (developed specifically to monitor and assess the quality of online retailers) by building and analyzing a model using structural equation modeling. e-tail Q of Indian retailers are analyzed using dimensions like fulfillment/reliability, customer service, Personalization, usability factor, , informativeness, selection and security/privacy.

Using Taguchi Quality Analysis Method to Evaluate the Food and Beverage Service Improvement Trend

2012 ◽  
Vol 256-259 ◽  
pp. 3068-3072
Author(s):  
Cheng Wen Liao ◽  
Tieh Min Yen
Keyword(s):  
Decision Making ◽  
Quality Improvement ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Service Providers ◽  
Quality Analysis ◽  
Service Improvement ◽  
Research Subject ◽  
Analysis Method ◽  
Food And Beverage

Traditional analysis methods cannot analyze the data of customer satisfaction and dissatisfaction and be applied to decision-making, thus are unable to identify the quality improvement priority sequence. This study treated the food and beverage (F&B) service providers in Taoyuan International Airport as the research subject, and applied the Taguchi quality analysis method to evaluate the F&B service and identify the improvement direction for the F&B service quality.

scholarly journals PRAKTEK PENGELOLAAN SUMBER DAYA MANUSIA TERHADAP KINERJA PELAYANAN MELALUI KEPUASAN KERJA PADA MASKAPAI PENERBANGAN KOMERSIAL DI INDONESIA

2016 ◽  
Vol 8 (2) ◽  
pp. 27
Author(s):  
Deddy Wibowo Adhinugroho
Keyword(s):  
Job Satisfaction ◽  
Service Quality ◽  
Human Resources ◽  
Customer Service ◽  
Structural Equation ◽  
Equation Model ◽  
Primary Data ◽  
Quality Service ◽  
Analysis Method ◽  
Positive Effect

<p>This research is to present the effect of Human Resources Practices on Performance in Service Quality Through Employee Satisfaction In Commercial Scheduled Passenger Airlines in Indonesia” by referring to previous research conducted by Michel Rod and Nicholas J. Ashill (2010) as the main reference, and its equipped with research conducted by Jochen Wirtz, Loizos Heracleus, and Nitin Pangarkar (2008). The research background is to analyze the job performance in quality service as an important element to win the competition in the aviation services industry. The objective of this research was to examine the influence of Human Resources Practices for Performance in Quality Service, through job satisfaction. The research design is using primary data obtained by distributing questionnaires to 110 of front line employees on airlines companies in Indonesia. Data analysis method used is Structural Equation Model (SEM). Results of this study concluded that there is a positive effect of training, empowerment, Customer Service Orientation, and rewards, as part of the Human Resources Practices for Performance in Service Quality, through job satisfaction.</p>

scholarly journals Customers' Perception and Satisfaction towards E-Banking Service in Yemen and Its Quality

2021 ◽  
pp. 232-241
Author(s):  
Mohammed M. H. Qasabah ◽  
Abbokar Siddiq
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Descriptive Study ◽  
Website Design ◽  
Banking Services ◽  
Customer Perception ◽  
Banking Service ◽  
Design Reliability ◽  
Quantitative Descriptive

Providing quality e-banking services helps banks to achieve customer satisfaction, which in turn affects banks' overall financial performance. Therefore, there is need for banks to monitor the quality of the e-banking services they provide. The present study is a quantitative descriptive study intended to measure the level of customer perception and satisfactions towards e-banking service in Yemen and its quality (i.e, overall e-banking service quality as well as the quality of its dimensions: website design, reliability/fulfillment, privacy/security and customer service). The sample included 454 respondents drawn from the population of customers of Yemeni banks that provide e-banking service. The tool of data collection was questionnaire developed by the researchers. The study revealed that the level of customer perception and satisfactions towards e-banking service in Yemen was moderate, and the overall e-banking service quality as well as the quality of its dimensions (website design, reliability/fulfillment, privacy/security and customer service) was also moderate.

The impact of Islamic Shariah compliance on customer satisfaction in Islamic banking services: mediating role of service quality

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Selim Ahmed ◽  
Muhammad Mohiuddin ◽  
Mahfuzur Rahman ◽  
Kazi Md Tarique ◽  
Md. Azim
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Service ◽  
Mediating Effect ◽  
Islamic Banking ◽  
Islamic Banks ◽  
Banking Services ◽  
Content Type ◽  
The Impact ◽  
The Relationship

Purpose The purpose of this paper is to investigate the impact of Islamic Shariah compliance on customer satisfaction through the mediating effect of service quality in Islamic banking services. Design/methodology/approach A total of 334 completed and usable questionnaires were collected from customers of Islamic banks in Bangladesh to test the hypotheses. The data were analyzed using SmartPLS 3. Findings The findings of this study indicate that Islamic Shariah compliance has a positive and significant influence on service quality and customer satisfaction of Islamic banking services. The research findings also indicate that service quality partially mediate the relationship between Islamic Shariah compliance and customer satisfaction of Islamic banking services. Research limitations/implications This study only emphasized on the Islamic banking services of Bangladesh and thus findings of the present study may not be applicable to other service areas. Practical implications The implications of the research are twofold. First, a strong standardized effect of Islamic Shariah compliance on service quality implies that customers are very sensitive to Shariah compliance related to Islamic banking services. Next, maintaining service quality is another crucial aspect to satisfy customers of Islamic banks. Quality of services will only be materialized when all the promises made by the bank function accordingly. Therefore, strategy makers of Islamic banks should assess the customer service quality and satisfaction regularly to improve the overall service experience of customers. Originality/value Limited studies have been conducted to investigate the mediating effect of service quality on the relationship between Shariah compliance and customer satisfaction in Islamic banking services. This study provides valuable insights to Islamic bank to integrate the service quality along with Shariah compliance to enhance customer satisfaction.

A Review of Theories on Technology Acceptance: The Case of Mobile Banking User Retention in Saudi Arabia

2015 ◽  
Vol 72 (5) ◽  
Author(s):  
Basheer Mohammed Al-Ghazali ◽  
Amran Md Rasli ◽  
Rosman Md Yusoff
Keyword(s):  
Saudi Arabia ◽  
Service Quality ◽  
Technology Acceptance ◽  
Customer Service ◽  
Geographic Location ◽  
Measurement Model ◽  
Retention Rates ◽  
Mobile Technologies ◽  
Mobile Banking ◽  
Banking Services

Mobile technologies have become a crucial functional element of modern organizations. They provide uninterrupted access to information, regardless of the user’s geographic location and time. Customer service, quality, satisfaction and retention are key proponents of measuring success and profitability in any organization. Due to the exponential growth of information technology, banks face dual competitive pressures to provide service quality and administrative efficiency. Accordingly, banks need to retain their existing users of mobile banking (m-banking) services to be able to benefit long term from this sustained usage behavior. The problem for banks is that the current understanding of determinants of m-banking sustained usage is limited. We propose some modifications to the DeLone and McLean Model (2003) of Information Systems Success in light of descriptive and relational studies, whereby the universal model may be applicable in post adoption user retention context. Using the findings of the review of theories and models, banks in Saudi Arabia can improve their m-banking strategies to achieve higher retention rates of existing users of m-banking services. While this study focused on m-banking user retention in the Saudi Arabian context catering to post adoption scenario, the purpose of this study is also to establish a universal measurement model for post adoption user perception of m-banking services, with global applicability. 

scholarly journals QUALITY ANALYSIS OF MOTOR VEHICLE TAX SERVICE

2020 ◽  
Vol 1 (2) ◽  
pp. 93-101
Author(s):  
Rafa Ahdiya Nasyita ◽  
Muhamad YGG. Seran ◽  
Euis Salbiah
Keyword(s):  
Service Quality ◽  
Motor Vehicle ◽  
Descriptive Analysis ◽  
Field Studies ◽  
Quality Analysis ◽  
Analysis Method ◽  
Literature Study ◽  
Five Dimensions ◽  
Analysis Techniques

The purpose of this study is to find out how the quality of motor vehicle tax services in the Samsat Office in Bogor City, the theory used in this study is the theory of Zeithaml, Parasuraman & Berry in Hardiansyah (2011), in which there were five dimensions : tangible, reliability, responsiveness, assurance and emphaty. The method used is descriptive analysis method using a quantitative approach. Data analysis techniques use WMS (Weight Mean Score). While the technique of data collection is done using field studies (observation, interviews, questionnaires, and documentation); and literature study. The sample in this study were empleyees and taxpayers of the Samsat Office of Bogor City, totaling 100 (one hundred) people in the population and using accidental sampling techniques. Based on the result of study obtained an average service quality from five dimensions 3,80 which is included in the criteria well. This means that most of the service quality at the Samsat Office Bogor City is good for carrying out its main tasks and functions so that it can help achieve the objectives of the relevant departments. But in reality there are still deficiencies in infrastructure and services that make the service process less than optimal.

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