scholarly journals Customer Service Mechanism Analysis At Bank Bjb Branch Of Tangerang City

2021 ◽  
Vol 19 (1) ◽  
pp. 126
Author(s):  
Rachmat Gustiana ◽  
Mustofa Mustofa ◽  
Beby Pebri Nurjaman
Keyword(s):  
Customer Satisfaction ◽  
Customer Service ◽  
Service Level ◽  
Level Of Service ◽  
Mechanism Analysis ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
A Value ◽  
Index Analysis ◽  
Index Value

This study aims to explain the service mechanism at Bank BJB, Tangerang City Branch to its customers. The research objective was to explain the service level and customer satisfaction index value of the Bank BJB Branch of Tangerang City. The research method used is quantitative method with descriptive type. To measure the level of service used Likert scale analysis and to measure customer satisfaction used customer satisfaction index analysis. The results showed that the research hypothesis can be accepted, with a service level of 70.52%, which is above the critical value of acceptance of hi potesis by 60%. The results of the customer satisfaction index analysis resulted in a value of 89.53 which was included in the service class category A class which indicated that the services provided by the Bank BJB Branch of Tangerang City were very good.

scholarly journals ANALISIS TINGKAT KEPUASAN KONSUMEN TERHADAP PELAYANAN USAHA BENIH PADI CIGEULIS

2016 ◽  
Vol 15 (2) ◽  
pp. 203-212
Author(s):  
Siti Patimah ◽  
Basuki Sigit Priyono ◽  
Witman Rasyid
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Level Of Service ◽  
Rice Seed ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Level Of Satisfaction

This research was conducted in Kepahiang District, Bengkulu Province which had been held from April 29, 2015 until May 29, 2015. The purposes of this study were (1). To determine level of service quality rice seed Cigeulis in BBIPP, (2). To determine level of Satisfaction of consumers to services rice seed Cigeulis. The method used for the service is a method Importance Performance Analysis (IPA) and the level of satisfaction using the Customer Satisfaction Index (CSI). From the CSI service Cigeulis rice seed in the district Kepahiang Bengkulu province amounted to 80,35% of this index is on a scale satisfied. Keywords: Performance, IPA, CSI

scholarly journals ANALISIS KEPUASAN WISATAWAN DOMESTIK PADA ATRAKSI DOLPHIN DI PANTAI LOVINA, BULELENG

Jurnal IPTA ◽  
2020 ◽  
Vol 8 (1) ◽  
pp. 112
Author(s):  
Kadek Ayu Antari ◽  
I Wayan Suardana ◽  
LGLK. Dewi
Keyword(s):  
Customer Satisfaction ◽  
Sampling Technique ◽  
Literature Study ◽  
Analysis Techniques ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Tourist Satisfaction ◽  
A Value ◽  
Sense Of Security

Lovina beach is known for the dolphin attraction. Watching dolphin attraction, tourists were transported by boat. As a provider, the helmsman tried to give the best of service to the tourists. However, there were various views of both positive and negative opinions from tourists regarding the services rendered during used. Thus, it must be known to be the dosmetic tourist satisfaction using boat service at Lovina Beach. Data collected by the method of observation, interviews, questionnaires, documentation and literature study. Determination of the sample using purposive sampling technique. Data analysis techniques using customer satisfaction index and importance performance analysis in the form of a Cartesius diagram. The results show that the level of tourist expectation is 4.28 which means it is in the very important category. Furthermore, the value of the captain's performance level obtained a value of 3.77 which was categorized as good. Calculation of the gap value shows the gap between the level of expectation and the level of performance with the acquisition of a value of -0.51. Analysis of the level of tourist satisfaction based on the calculation of the customer satisfaction index shows that tourists are satisfied with a value of 75.54%. There are 4 indicators that need to be prioritized to be improved, including the availability of life jackets, responsibility for the safety of tourists, a sense of security while using a boat and the helmsman has the ability to create good relationships with tourists.

scholarly journals Analisis Kepuasan Konsumen terhadap Kualitas Produk dan Pelayanan di Voltvet Eatery and Coffee menggunakan Metode Customer Satisfaction Index (CSI)

2019 ◽  
Vol 7 (4) ◽  
pp. 594
Author(s):  
Made Nanda Pranata ◽  
Amna Hartiati ◽  
Cokorda Anom Bayu Sadyasmara
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Quality Attribute ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Potential Gain ◽  
Quality Of Products ◽  
Index Value ◽  
Customer Values

The purpose of this research is to: (1) find out the attribute of products and services that are considered important by customers to achieve customer satisfaction of the quality products and service. (2) determine the level of customer satisfaction with the quality of products and services. (3) Determine attributes that need to get a priority in quality improvement of products and services to enhance customers satisfaction at Voltvet Eatery and Coffee. This research uses the methods of Customer Satisfaction Index (CSI) and the Potential Gains In Customer Values (PGCV) that includes quality products including food, beverage, coffee, price and promotion, while the quality of service including physical evidence, reliability, responsiveness, assurance, and empathy, respondents used amounted to 94. The data obtained were analyzed using SPSS 25.0 applications and microsoft excel. The Result of the research showed that all of the product and service quality attribute are considered important by customers. The level of customer satisfaction based on the CSI to quality product is 82,85% and on services 83,83%, which shows that customers very satisfied with product and service at Voltvet Eatery and Coffee. Quality attribute product that needs attention is the presentation with a PGCV index value 4.017; discount with the value of the index PGCV 3.891; and the consistency of food per serving with the value of the index PGCV 3.838;  while services quality attribute that need to gain priority are availability of parking lots with the value of the index PGCV 4.200; wifi facilities with the value of the index PGCV 3.636, and employee appearance with indeks of PGCV 3.121. Keywords: product quality, service quality, Customer Satisfaction Index (CSI), Potential Gain In Customer Values (PGCV).

scholarly journals Description of the Satisfaction Level of Training Participants on Service In Batam Health National Training Centre, Indonesia

2020 ◽  
Vol 2 (1) ◽  
pp. 153-161
Author(s):  
Supriyono ◽  
Sriyatun
Keyword(s):  
Customer Satisfaction ◽  
Teaching And Learning ◽  
Health Agency ◽  
Service Level ◽  
Community Satisfaction ◽  
Training Centre ◽  
Health Training ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
National Training

This study aims to describe the level of satisfaction of trainees towards services in Batam health training using the customer satisfaction index (CSI) and the community satisfaction index (IKM). The population in this study were all trainees who used services in Batam health training. The sample in this study was saturated, where all participants were taken as samples, with 374 respondents. Data collection methods used were questionnaires or questionnaires. The results showed that the customer satisfaction index reached 0.94 was very satisfied, with the highest IKP in learning facilities services and the desire of respondents to recommend the Batam Health Agency to friends and colleagues reached 0.96% and the lowest service level of teaching and learning activities reached 0.88%. While the index of community satisfaction reached a value of 70.21 B, the predicate of the performance of service units in the Batam Health Agency is good. Overall the trainees felt very satisfied.

scholarly journals Perancangan Dan Pengembangan CRM Di Tingkat Universitas Dalam Menghadapi Globalisasi Di Indonesia

2018 ◽  
Vol 3 (2) ◽  
pp. 323
Author(s):  
Indra Gamayanto ◽  
Fajrian Nun Adnan ◽  
Devi Ajeng Efrilianda ◽  
Achmad Wahid Kurniawan ◽  
Rizka Nugraha
Keyword(s):  
Customer Satisfaction ◽  
Organizational Structure ◽  
Customer Service ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Marketing Management ◽  
Customer Relationship ◽  
Strategic Marketing ◽  
Satisfaction Index ◽  
Customer Satisfaction Index

Customer relationship management merupakan sebuah cabang ilmu yang sangat penting di dalam dunia pendidikan. Oleh sebab itu, penerapakan CRM dapat dilakukan di tingkat universitas. Universitas membutuhkan sebuah pelayanan yang efektif dan efesien, tetapi tidak hanya berhenti sampai di dua hal tersebut. Universitas membutuhkan pelayanan yang berkualitas tinggi, salah satunya adalah bagaimana cara kita membina hubungan dengan seluruh pihak di dalam lingkungan universitas. Di dalam jurnal ini, dengan mengacu kepada dua jurnal penting, yaitu “Customer Satisfaction Index – as a Base for Strategic Marketing Management” (Karolina Ilieska) & “Organizational Structure: Mintzberg’s Framework” (Fred C. Lunenburg), yang merupakan dasar dari jurnal ini. Kedua jurnal ini dikembangkan, sehingga pada akhirnya tercipta CSU (Customer Service University) Framework, yang merupakan sebuah sistem untuk dapat meningkatkan pelayanan di semua sisi di dalam universitas ini. Jurnal ini akan menjelaskan bagaimana CSU dapat diterapkan terutama dalam pribadi setiap dosen dan mahasiswa, sehingga akan tercipta kesempurnaan dalam pelayanan dan hubungan antara dosen dan mahasiswa. Hasil akhir dari CSU dan jurnal ini adalah meningkatnya sistem pelayanan kepada dosen dan mahasiswa; meningkatnya integritas di lingkungan kampus, dan terjadinya kenyamaman kualitas tinggi di seluruh lingkungan universitas- hubungan yang stabil antar pihak serta sistem dapat sungguh-sungguh berjalan secara efektif dan efesien. Keywords : Pelayanan Konsumen, Universitas, Definisi Konsumen, Metode Kepercayaan ABCD, HSOVA

scholarly journals Customer Satisfaction Analysis Based On SERVQUAL Method to Determine Service Level of Academic Information Systems on Higher Education

2020 ◽  
Vol 6 (2) ◽  
Author(s):  
I Gusti Putu Asto Buditjahjanto
Keyword(s):  
Higher Education ◽  
Information System ◽  
Information Systems ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Service Level ◽  
Quality Level ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Academic Information

Higher education institutions such as universities or institutes that create graduate students with high qualifications must be able to provide the best services to their stakeholders. One kind of higher education service is academic information system services. The service quality level of the academic information system in a university can be decided by measuring the level of users’ perception and the level of users’ expectations that can be fulfilled. As an organization that offers academic information system services, the university must be able to measure the level of academic information system services as an approach to ensure the quality of services. This study aims to determine the level of customer satisfaction index in terms of service of higher education academic information systems using the service quality method. The service quality method is used to identify academic information system services that are analyzed based on the service quality dimensions. The results show that the value of the customer satisfaction index is 77.37% which refers to the satisfied category.

scholarly journals ANALISIS KEPUASAN KONSUMEN SARI BUAH BELIMBING MANIS (Arverrhoa carambola L) (STUDI KASUS DI UD CEMARA SARI KELURAHAN KARANGSARI KECAMATAN SUKOREJO KOTA BLITAR)

2018 ◽  
Vol 12 (2) ◽  
pp. 20-31
Author(s):  
Fauzan Al Safiq ◽  
Erlin Widya Fatmawati
Keyword(s):  
Customer Satisfaction ◽  
Shelf Life ◽  
Validity And Reliability ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
A Value

This study aims to determine the attributes of starfruit juice "Cemara Sari" which isconsidered important by consumers as well as to find out the level of customersatisfaction and map of crabs from starfruit juice "Cemara Sari". Research has beencarried out around star fruits agrotourism in Sukorejo Subdistrict, KarangsariSubdistrict, Blitar City, which began in February to March 2018. The research wasconducted by distributing questionnaires and interviews with the respondents. The dataobtained were tested using validity and reliability tests to determine the feasibility of thevariables. used in the questionnaire, in addition to knowing the level of customersatisfaction using the Customer Satisfaction Index (CSI) and to find out the mapquadrant attribute starfruit juice "Cemara Sari" using the Importance PeformanceAnalisys (IPA). The results showed that the variables in the questionnaire feasible to usewith r table of 0.196 and the results of the validity shows the lowest value is 0.448 andreliability (alpha) of 0.763. The results of the Customer Satisfaction Index (CSI) countshow a value of 69.79% and the Importance Peformance Analisys (IPA) addressQuadrant 1 in the contents of the variable smell and price, Kudran 2 in the contents ofthe taste variable, shelf life, packaging ability to protect the product and practicality ofpackaging, 3 In the contents of the texture, product color and attractiveness of thevariable, quadrant 4 is filled with the packaging color variable.

scholarly journals ANALYSIS OF SERVICE QUALITY SATISFACTION OF E-KTP SERVICE AT PUBLIC ADMINISTRATION AND CIVIL REGISTRATION OFFICE OF BOGOR DISTRICT

2018 ◽  
Vol 3 (2) ◽  
pp. 55
Author(s):  
Shafira Rizq ◽  
Moh Djemdjem Djamaludin ◽  
Yani Nurhadryani
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Cross Sectional Study ◽  
Cross Sectional ◽  
Civil Registration ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
A Value ◽  
Almost All

<p>The purpose of this study was to analyze the satisfaction of service quality in the E-KTP service of the Bogor District Population and Civil Registration Service. The design of this study was a cross-sectional study at Disdukcapil Bogor District. The method used in this study is Servqual, importance performance analysis (IPA), and customer satisfaction index (CSI) with 100 respondents selected using a convenience technique. The result of customer satisfaction index analysis shows that the community has been "quite satisfied" with a value of 61%, and is more inclined towards dissatisfaction. This is in accordance with the results of satisfaction using Servqual analysis (service quality), Disdukcapil's performance has not been able to meet the expectations of the community in almost all indicators, except the indicator "costs to be incurred". The indicator has a positive value, but is still small and close to zero, which is only 0.01. The results of importance performance analysis (IPA) indicate that there is a need to improve the indicators of ease of handling requirements, speed of service processes and facilities and physical condition of service office buildings.</p>

Assessing customer satisfaction and loyalty in the retail sector

2017 ◽  
Vol 34 (9) ◽  
pp. 1508-1529 ◽  
Author(s):  
Ana Rita Biscaia ◽  
Maria J. Rosa ◽  
Patrícia Moura e Sá ◽  
Cláudia S. Sarrico
Keyword(s):  
Customer Satisfaction ◽  
Customer Service ◽  
Retail Store ◽  
Model Parameters ◽  
Retail Sector ◽  
Content Type ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
The Relationship ◽  
Customer Satisfaction And Loyalty

Purpose The effects of customer satisfaction on loyalty have been widely discussed by the academic community. Although the results of the studies reported in the literature are often contradictory, the existence of a relationship between satisfaction and loyalty is acknowledged, despite the influence of moderators and constraints of various kinds. The purpose of this paper is to discuss this relationship in the specific context of the retail sector, since this sector presents major challenges in terms of competition, and efforts placed on customer satisfaction and loyalty are more evident. Design/methodology/approach A survey based on the European Customer Satisfaction Index (ECSI) model was applied to a retail store in Portugal. This model has its roots in Switzerland, where in 1989, Claes Fornell developed a new complementary method for measuring the overall quality of companies’ output, through the calculation of an aggregated customer satisfaction index. The proposed model is based on a set of causal relationships established between a set of constructs. The ultimate goal is to calculate both satisfaction and loyalty indexes as well as to estimate the relationship between both constructs. Structural equation modelling, based on a partial least squares (PLS) estimation methodology, is the statistical technique used to estimate the model parameters, as well as to compare the aggregated indexes. PLS is based on the principles of linear regression and combines multiple regression aspects with factor analysis, in order to estimate a series of interrelated relationships. Findings The results confirm a positive influence of satisfaction on customers’ loyalty to the retail store. The study also shows the importance of the image construct, due to its strong direct effects on satisfaction, which makes it essential for influencing the loyalty index, both directly and indirectly. The impact of the image construct is also evident on the expectations, as the latter has shown a considerable direct effect on perceived quality. Research limitations/implications The study is based on a single case study of a Portuguese sports retail store. In future it would be interesting to study a representative sample of the whole retail sector. Practical implications The study is useful for the specific retail store where it was undertaken to help it devise better customer service, in order to increase satisfaction and loyalty. It is also useful for the entire network of stores for that retailer and other retail chains. Social implications The systematic application of customer surveys to whole sectors of the economy would improve competition, customer service and, ultimately, contribute to development and economic growth. Originality/value The ECSI has been applied to various industry sectors in different countries, including Portugal. It has never been used in the context of the Portuguese retail sector and it adds to the discussion on the relationship between satisfaction and loyalty, which is a pertinent topic of interest for researchers in quality management.

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