scholarly journals ANALISIS KEPUASAN NASABAH ATAS KUALITAS LAYANAN INTERNET BANKING PADA PT BANK RAKYAT INDONESIA (Persero) Tbk. UNIT BANYUMANIK SEMARANG

KEUNIS ◽  
2019 ◽  
Vol 7 (1) ◽  
pp. 91
Author(s):  
Wahyu Febriyanti ◽  
Sri Widiyati
Keyword(s):  
Service Quality ◽  
Reliability And Validity ◽  
Internet Banking ◽  
Test Reliability ◽  
Average Score ◽  
Five Dimensions ◽  
Satisfaction Index ◽  
Index Analysis ◽  
Validity Tests ◽  
Gap Test

<p><em>The purpose of this research is to identify how to increase customer satisfaction </em><em>of Internet Banking Service Quality at PT Bank Rakyat Indonesia (Persero) Tbk. Unit Banyumanik Semarang</em> <em>with five dimensions of service quality which were tangible, reliability, responsiveness, assurance, and emphaty.</em></p><p><em>Data in this research were obtained from questionnaires which spread to 100 (one hundred) respondents. The data analysis methods are validity test, reliability test, satisfaction index analysis, and satisfaction gap test.</em><em></em></p><p><em>The results from reliability and validity tests showed that items of service quality dimension such as tangible, reliability, responsiveness, assurance, and empathy were valid and reliable. Based on the result of satisfaction index analysis, the weighting average score of Internet Banking quality service is 4,046. That score is between 3,43 – 4,23 which means satisfied. Based on the result of satisfaction gap test the increase of satisfaction established on the fifteen sub indicators show satisfaction, and three sub indicators show dissatisfaction, then it needs special attention and an improvement from PT Bank Rakyat Indonesia (Persero) Tbk. Unit Banyumanik Semarang for three sub-indicators are not satisfied.</em><strong><em></em></strong></p>

scholarly journals ANALISIS KEPUASAN NASABAH ATAS KUALITAS LAYANAN INTERNET BANKING PADA PT BANK PEMBANGUNAN DAERAH JAWA TENGAH KANTOR CABANG PATI

KEUNIS ◽  
2020 ◽  
Vol 8 (2) ◽  
pp. 120
Author(s):  
Anita Elvi Mutiasari ◽  
Embun Duriany Soemarso
Keyword(s):  
Service Quality ◽  
Sampling Technique ◽  
Internet Banking ◽  
Test Reliability ◽  
Reliability Test ◽  
Index Test ◽  
Validity And Reliability ◽  
Satisfaction Index ◽  
Gap Test ◽  
Cartesian Diagram

<p><em>This research aims to </em><em>identify how to increase customer satisfaction of internet banking service quality at PT Bank Pembangunan Daerah Jawa Tengah Pati Branch Office with five dimensions of service quality which were tangible, reliability, responsiveness, assurance, and empathy.</em></p><p><em>In this research, the sampling technique used was purposive sampling technique. The data in this research were obtained from observations and distributing questionnaires to 100 respondents. Data analysis methods used are validity test, reliability test, satisfaction index test, satisfaction gap test and satisfaction mapping with cartesian diagram.</em></p><em>Based on the result of the validity and reliability test, the indicators like tangible, reliability, responsiveness, assurance and empathy are valid and reliable. Based on the result of the satisfaction index analysis, the weighting score of internet banking quality service is 4,219. That score is between 3,43 – 4,23 wich means Satisfied. Based on the result of the satisfaction gap test the increase of satisfaction established on the fourteen sub-indicators show satisfaction, and four sub-indicators show dissatisfaction. Meanwhile, when viewed from the cartesian diagram mapping result, there are four indicators that fall into the quadrant I, four indicators in the quadrant II, four indicators in the quadrant III, and six indicators in the quadrant IV.</em>

scholarly journals Service Quality Dimensions and Customer Satisfaction in online shopping: A customer’s perspective

2020 ◽  
Vol 4 (1) ◽  
pp. 53-76
Author(s):  
Amna Khan ◽  
Syed Sohaib Zubair ◽  
Sobia Khurram ◽  
Mukaram Ali Khan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Quantitative Research ◽  
Online Shopping ◽  
Reliability And Validity ◽  
Research Strategy ◽  
Path Coefficient ◽  
Five Dimensions ◽  
Quality Dimensions ◽  
Service Quality Dimensions

With the expansion of e-commerce, E-Service Quality is becoming increasingly important. The study aims to investigate the relationship between e-service quality dimensions and customer satisfaction in B2C online shopping in Pakistan emphasizing the customer’s perspective. A total of five dimensions of e-service quality have been tested with endogenous variable i.e. customer satisfaction. Using a quantitative research strategy, data from 225 participants was collected using online questionnaires where 88% of the respondents already had the experience of online shopping that made a valid sample of 199. Smart PLS was used to conduct the data analysis. Following reliability and validity analysis, out of all five dimensions, reliability showed the strongest path coefficient of 0.323. Results also show that all the five hypotheses were supported except for responsiveness. As far as implications of the study are concerned, online shopping stores should devote valuable resource to enhance the significant e-service quality attributes that are emphasized by this study. Moreover, E-Services are becoming increasingly important in B2C e-commerce for improving customer relations and increasing sales and developing countries are of no exception to it. Lastly, as the study is conducted in Pakistani context, generalizability to other countries particularly outside South Asia may be limited due to difference in customers’ shopping behaviours and attitudes.

scholarly journals MEASURING THE QUALITY OF HIGHER EDUCATION SERVICES DURING THE COVID-19 PANDEMIC: A CASE STUDY OF UNIVERSITAS MURIA KUDUS

2021 ◽  
Vol 1 (2) ◽  
pp. 17-26
Author(s):  
Muhkhammat Sahrul Gunawan, Dian Erliana Febriyanti, Rangga Primadasa
Keyword(s):  
Higher Education ◽  
Online Learning ◽  
Service Quality ◽  
Learning System ◽  
Average Score ◽  
Five Dimensions ◽  
Education Services ◽  
Quality Of Higher Education ◽  
Ease Of Access

The spread of Covid-19 led to changes in Higher Education services at Universitas Muria Kudus, where the learning system was carried out online. Servperf is a method for measuring the performance of performance-based service quality. This method is used in this study, where five dimensions of service quality, namely tangible, reliability, responsiveness, assurance, and empathy are used as the basis. The literature review was conducted to obtain 15 indicators. From the results of distributing questionnaires based on these 15 indicators, 118 respondents were students of Universitas Muria Kudus. From the tangible dimensions, the average score is 3, the average reliability dimension score is 3.358757, the Responsiveness dimension has an average score of 3.180791, The Assurance dimension has an average score of 3.217514, and the Empathy dimension has an average score of 2.988701. Whereas the highest score indicator was obtained namely the lecturer workforce was able to communicate and present the material well in online learning with an average score of 3.51. Meanwhile, the lowest indicators are indicators namely Ease of access and internet connection during online learning and the learning process that is easy to understand by students during online learning with the same average score of 2.67.

scholarly journals ANALISIS TINGKAT KEPUASAN PASIEN RAWAT JALAN TERHADAP KUALITAS PELAYANAN OBAT DI INSTALASI FARMASI RSUD LIUN KENDAGE TAHUNA

PHARMACON ◽  
2019 ◽  
Vol 8 (2) ◽  
pp. 406
Author(s):  
Jesica Nangaro ◽  
Gayatri Citraningtyas ◽  
Sri Sudewi
Keyword(s):  
Service Quality ◽  
Primary Data ◽  
Validity And Reliability ◽  
Prospective Data ◽  
Five Dimensions ◽  
Satisfaction Index ◽  
Collection Number ◽  
Index Value ◽  
Service Paradigm

ABSTRACTGood service quality will lead to satisfaction in patients. Pharmaceutical services especially in hospitals are sued to realization the expansion of the pharmaceutical service paradigm from product orientation to patient orientation. This study aims to determine the level of outpatient satisfaction to quality of drug service in the Pharmacy Installation of Liun Kendage Tahuna Hospital based on five dimensions of service quality namely tangibles, empathy, reliability, responsiveness, and assurance. This research is a descriptive study with prospective data collection. Number of samples is 347 people, the process of collecting primary data is done using research instruments in the form of questionnaires and data processing to determine the validity and reliability of the questionnaire using SPSS 17 for Windows program. The results showed that the overall satisfaction index value was -0.63. The satisfaction index for each dimension is; tangible -0.62; empathy -0.58; reliability -0.59; responsiveness -0.59; and assurance -0.70. This shows that the worth satisfaction index is negative, which means that outpatients at the Liun Kendage Tahuna Hospital Pharmacy Installation are not yet feel satisfied with the services provided. Keywords: patient satisfaction, quality service, RSUD Liun Kendage Tahuna.ABSTRAKKualitas pelayanan yang baik akan menimbulkan kepuasan pada pasien. Pelayanan kefarmasian khususnya di rumah sakit dituntut untuk merealisasikan perluasan paradigma pelayanan kefarmasian dari orientasi produk menjadi orientasi kepada pasien. Penelitian ini bertujuan untuk mengetahui tingkat kepuasan pasien rawat jalan terhadap kualitas pelayanan obat di Instalasi Farmasi RSUD Liun Kendage Tahuna berdasarkan lima dimensi kualitas pelayanan yakni tangibles, emphaty, reliability, responsiveness, dan assurance. Penelitian ini merupakan penelitian deskriptif dengan pengambilan data secara prospektif. Jumlah sampel sebanyak 347 orang, proses pengumpulan data primer dilakukan dengan menggunakan instrumen penelitian dalam bentuk kuesioner dan pengolahan data untuk mengetahui validitas dan reliabilitas kuesioner menggunakan program SPSS 17 for windows. Hasil penelitian diperoleh nilai indeks kepuasan secara keseluruhan sebesar terbesar -0,63. Indeks kepuasan pada setiap dimensi yaitu; tangible -0,62; emphaty -0,58; reliability -0,59; responsiveness -0,59; dan assurance -0,70; Hal ini menunjukkan indeks kepuasan bernilai negatif yang berarti pasien rawat jalan di Instalasi Farmasi RSUD Liun Kendage Tahuna belum merasa puas terhadap pelayanan yang diberikan. Kata Kunci : kepuasan pasien, kualitas pelayanan, RSUD Liun Kendage Tahuna.

scholarly journals Analysis Study of The Comparative Quality of Patient Services Before and After Covid-19 Pandemic in Installation of Siloam Hospital TB Simatupang Installation

2020 ◽  
Author(s):  
Dian Agnesa Sembiring ◽  
◽  
Atik Nurwahyuni ◽  
Wahyu Sulistiadi ◽  
◽  
...  
Keyword(s):  
Service Quality ◽  
Test Reliability ◽  
Quality Of Services ◽  
Test Results ◽  
Five Dimensions ◽  
Before And After ◽  
Patient Service ◽  
Better Than ◽  
Urgent Action

ABSTRACT Background: In the COVID-19 (Coronavirus Disease 2019) pandemic crisis that has hit Indonesia since early March 2020, urgent action is needed to overcome the situation while maintaining and improving relationships with customers so that they are still satisfied with the quality of services in hospitals, especially inpatient services. Since the COVID-19 pandemic, there has been a significant decrease in the number of inpatient visits at Siloam Hospitals TB Simatupang. This study aimed to analyze the comparison of the level of quality of patient service before and after the COVID-19 pandemic in installation of Siloam hospital TB Simatupang installation. Subjects and Method: This was a descriptive observational study conducted at Siloam Hospitals TB Simatupang from September 2020. A sample of 88 patients was selected by purposive sampling. The data was collected by questionnaire. The operationalization of this research variable is service quality, which is measured from five dimensions, namely Tangibles, Reliability, Responsiveness, Assurance, and Empathy. The data analysis used a series of tests such as validity test, reliability test, descriptive statistics and independent sample T-test. Results: During the COVID-19 pandemic, patients had a better perception than before the COVID-19 pandemic, it can be seen from service quality (Mean= 4.11), while during the COVID-19 pandemic (Mean= 4.250). Conclusion: Quality of services provided in outpatient installations during the COVID-19 pandemic is better than before the COVID-19. Keywords: service quality, COVID-19, outpatient Correspondence: Dian Agnesa Sembiring. Magister Program in Hospital Administration. Faculty of Public Health, University of Indonesia, Depok, West Java. Email: [email protected] DOI: https://doi.org/10.26911/the7thicph.04.23

scholarly journals ANALISIS KEPUASAN PELANGGAN MENGGUNAKAN METODE CUSTOMER SATISFACTION INDEX UNTUK MENENTUKAN STRATEGI PEMASARAN MENGGUNAKAN ANALISIS SWOT DI KAFE XYZ

JUMINTEN ◽  
2021 ◽  
Vol 2 (3) ◽  
pp. 143-154
Author(s):  
Agus Wahyu Abdirrahman ◽  
Sumiati Sumiati
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Marketing Strategy ◽  
Swot Analysis ◽  
Marketing Strategies ◽  
Coffee Shop ◽  
Index Method ◽  
Five Dimensions ◽  
Satisfaction Index ◽  
Customer Satisfaction Index

Kafe XYZ  adalah salah satu pelaku usaha di Bidang Warung kopi di kawasan Kota Gresik yang mengarah ke semua kalangan dengan harga yang sangat mudah dijangkau oleh setiap lapisan masyarakat. Di Kafe XYZ belum pernah dilakukan pengukuran tingkat kepuasan pelanggan sebelumnya. Dan permasalahan eksternal yang dihadapi saat ini adalah maraknya bermunculan pesaing dengan konsep sejenis. Berdasarkan permasalahan, metode yang digunakan adalah Customer Satisfaction Index (CSI) dan SWOT. Metode CSI digunakan untuk mengukur tingkat kepuasan pelanggan sedangkan SWOT digunakan untuk merumuskan strategi pemasaran yang akan di terapkan perusahaan. Hasil penelitian yang dilakukan menggunakan metode CSI terhadap lima dimensi kualitas pelayanan menunjukkan angka 74,20% atau 0,7420. Angka tersebut menujukkan bahwa pelanggan sudah merasa puas dengan pelayanan yang telah dibelikan oleh Kafe XYZ. Dari hasil analisa SWOT didapatkan strategi ST (Strength dan Threats) yang berisikan strategi meningkatkan promosi, pembacaan tren atau fenomena, mengamati langkah pemasaran pesaing, dan  meningkatkan cita rasa khas.   Kata kunci: Kepuasan Pelanggan, Metode Customer Satisfaction Index, Metode SWOT, Strategi Pemasaran.     ABSTRACT Kafe XYZ is one of the entrepreneurs in the field of the Coffee Shop Sector on Gresik City area that leads to all quarters with a price that is easily reached by each layer of the community. At Kafe XYZ has never done the measurement  of the customer satisfcation before. The external problem that arises at this time is the emergence of similar concepts. Based on the problem, the methods used are the Customer Satisfaction Index (CSI) and SWOT. The CSI method is used to measure the customer satisfaction and SWOT used to formulate a marketing strategies that will practiced in the company. The results of research conducted uses the CSI method on five dimensions of service quality showed a figure 74.20% or 0.7420. This figure suggests that the customers had been satisfied with the services have been paid for by Kafe XYZ. From the SWOT analysis, it is found that the ST (Strength and Threats) strategy contains strategies to increase promotion, reading of a  trend or phenomena, observe results of competitors' marketing steps, and incrase distinctive tastes..   Keywords : Customer Satisfaction, Customer Satisfaction Index Method, SWOT Method, Marketing Strategy.

scholarly journals Relationship between Customer Satisfaction and Service Quality in Private Banks of India

2020 ◽  
Vol 22 (1) ◽  
pp. 29-56
Author(s):  
Shubhangi Mishra ◽  
Bharati Jadhav
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Reliability And Validity ◽  
Decisive Role ◽  
Primary Data ◽  
Banking Services ◽  
Private Banks ◽  
Customer's Loyalty ◽  
Validity Tests ◽  
Private Banking

This study attempts to analyze the extent of service quality and customer loyalty in private banks. For any bank to grow and develop sustainably, they need to ensure their customer’s satisfaction in which service quality plays a decisive role. Satisfied customers, similarly, provoke customer’s loyalty towards their banks that can then enhance the profitability of Banks. With the help of the SERVQUAL Model, the study also traces various factors considered when measuring customer satisfaction. The primary data were collected with the help of a standardized questionnaire on the said topic, which conveniently collected a sample of 200 respondents accessing private banking services in different cities of India. The collected data are analyzed with the statistical tools of Factor Analysis, Reliability, and Validity tests with the help of SPSS.

scholarly journals Penggunaan Fuzzy Servqual Untuk Pengukuran Peningkatan Kualitas Pelayanan Pelanggan Dompet Digital

2021 ◽  
Vol 5 (2) ◽  
pp. 117
Author(s):  
Anastasia Siwi Fatma Utami ◽  
Feri Prasetyo Prasetyo
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Service Providers ◽  
Positive Impact ◽  
Quality Of Services ◽  
Five Dimensions ◽  
Satisfaction Index ◽  
A Value ◽  
Digital Wallet

Non-cash transactions are increasingly being used because they provide convenience and speed in conducting transactions. The development of technology on smartphones makes non-cash transactions can be easily used by anyone with the Digital Wallet service. There are many Digital Wallet service providers, namely, Go-Pay, Ovo, Dana and many more. With this service, it is necessary to measure customer satisfaction with the quality of services provided so that service providers know the features that are most needed by customers and strategies that must be implemented in order to continue to compete and have a positive impact on customers.This research was conducted using the Fuzzy Servqual method. The sample of this research is Bekasi City residents who use Digital Wallet services. Measurements were made based on five dimensions of service quality namely reliability, responsiveness, assurance, empathy, tangibles. The five dimensions of service quality indicate a negative gap between the service received and the service expected by the customer. While the Customer Satisfaction Index (CSI) produces a value that can be categorized into the "Satisfied" criteria.

scholarly journals ANALYSIS OF FARMER’S SATISFACTION TO THE SERVICE QUALITY IN BERINGKIT CATTLE MARKET

2021 ◽  
Vol 24 (1) ◽  
pp. 8
Author(s):  
SUKANATA I W. ◽  
I K. W. PARIMARTA ◽  
B. R. T. PUTRI
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
High Performance ◽  
Service Performance ◽  
Primary Data ◽  
Five Dimensions ◽  
Satisfaction Index ◽  
Sense Of Security ◽  
Cattle Market

Beringkit cattle market is the largest cattle market in Bali which is expected to shorten the market chain so that farmers get higher prices. However, only a small proportion of them (6.45%) sell their cattle directly to this market. This study aims to determine the level of farmers satisfaction in marketing of their cattle in the Beringkit cattle market based on five dimensions of service quality include tangibility, reliability, responsiveness, assurance and empathy. The data used are primary data collected through interviews with 100 farmers who sell their cows directly in Beringkit cattle market. The data were analyzed using the Customer Satisfaction Index (CSI) and Importance Performance Analysis (IPA) methods. The results of this study indicate that the farmers are in the satisfied category in marketing of cattle in the Beringkit Market with a CSI of 76.52%. Based on the IPA analysis, it can be seen that most of the service attributes in the Beringkit Market already have high performance. However, there are also some service attributes that are very important for farmers, but their service performance is still low. These attributes in- clude; place to put livestock, convenience of parking space, responsiveness to farmer complaints, a sense of security from the dangers of livestock, and service costs. Thus, it can be concluded that the quality of service in the Beringkit Market is already good, but the quality of service is still very important to improve.

Effects of service quality on satisfaction in Eastern University Library, Bangladesh

IFLA Journal ◽  
2020 ◽  
pp. 034003522095909
Author(s):  
Md Jahangir Alam
Keyword(s):  
Regression Analysis ◽  
Service Quality ◽  
Regression Model ◽  
User Satisfaction ◽  
Reliability And Validity ◽  
Library Service ◽  
Postgraduate Students ◽  
Five Dimensions ◽  
Independent Variables ◽  
University Library

This study evaluated the effects of SERVQUAL dimensions on user satisfaction at Eastern University Library, Bangladesh. A modified SERVQUAL instrument was adapted to the local arrangements and included 30 statements under five dimensions with a seven-point Likert scale for evaluating the effects of library service quality on user satisfaction. A survey was conducted among 51 teachers and 163 undergraduate and 38 postgraduate students. The effects of five SERVQUAL dimensions were computed through multiple regression analysis, where the five dimensions were used as independent variables and user satisfaction was used as the dependent variable. The regression model was established as significant ( p < 0.001) and explained the 56.9% variation in user satisfaction. The results recommended that tangible facilities ( p < 0.001), staff responsiveness ( p < 0.001) and the resources ( p < 0.004) of the library significantly influenced user satisfaction. Several statistical methods supported the reliability and validity of the model, which will prompt further research on service quality and its impact on user satisfaction in academic libraries.

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