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

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 Menguji Loyalitas Pelanggan Restoran

2018 ◽  
Vol 14 (2) ◽  
pp. 121-128
Author(s):  
Sabar Sabar
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Sampling Method ◽  
Analysis Technique ◽  
Managerial Implications ◽  
Improve Service Quality ◽  
Restaurant Owners

This study aims to examine the effect of service quality on satisfaction and its impact on the restaurant's ability to build customer loyalty. The sampling method used was accidental sampling. The analysis technique used was SEM PLS. The results showed that the quality of service had an impact on satisfaction which led to an increase in restaurant customer loyalty. Managerial implications of research results should be that managers or restaurant owners could improve service quality through reliability, responsiveness, assurance, empathy, tangible so that customer satisfaction increases so that it had an impact on customer loyalty.  

scholarly journals Implementasi Metode Servqual Untuk Evaluasi Pelayanan Berbasis Web Studi Kasus : Puskesmas Talun Kabupaten Blitar

Repositor ◽  
2020 ◽  
Vol 2 (2) ◽  
pp. 177
Author(s):  
Septa Hariyanto ◽  
Maskur Maskur ◽  
Ilyas Nuryasin
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Community Health Center ◽  
Level Of Service ◽  
Human Right ◽  
Customer Perception ◽  
Average Value

AbstrakKesehatan merupakan hak asasi manusia dan salah satu unsur yang harus diwujudkan sesuai dengan cita-cita bangsa Indonesia. Dalam sebuah organisasi yang bergerak didalam bidang jasa khususnya dalam pemberian layanan kesehatan yaitu puskesmas, kepuasan pasien harus menjadi tujuan utama mereka dalam memberikan pelayanan. Metode yang digunakan untuk mengukur kesenjangan antara persepsi dan ekspektasi pelanggan dalam penelitian ini adalah metode Service Quality (Servqual) yang dikembangkan oleh Parasuraman dkk. Servqual merupakan salah satu metode yang dapat digunakan untuk mengukur kepuasan pelanggan atas jasa yang telah diterimanya yakni dengan membandingkan tingkat persepsi dan ekspektasinya. Servqual menilai kualitas pelayanan berdasarkan 5 dimensi kualitas, yaitu dimensi tangibles, responsiveness, reliability, assurance, dan emphaty. Dengan menggunakan metode servqual peneliti dapat membuat sistem yang dapat menilai tingkat kepuasan pelanggan yang menggunakan jasa pelayanan puskesmas. Dalam penggunaan sistem, diperoleh hasil data tingkat kepuasan pasien di Puskesmas Talun Kabupaten Blitar pada bulan Februari 2016 dengan nilai rata-rata 2,646 atau dikategorikan cukup puas. Data yang diperoleh dapat menjadikan tolak ukur suatu penyedia layanan untuk memperbaiki tingkat pelayanannya.AbstractHealth is a human right and one of the elements that must be realized in accordance with the ideals of the Indonesian nation. In an organization engaged in the field of services, especially in the provision of health services that is puskesmas, patient satisfaction should be their main goal in providing services. The method used to measure the gap between customer perception and expectation in this research is Service Quality (Servqual) method developed by Parasuraman et al. Servqual is one method that can be used to measure customer satisfaction for services that have received that is by comparing the level of perception and expectations. Servqual assess the quality of service based on 5 dimensions of quality, namely dimension tangibles, responsiveness, reliability, assurance, and emphaty. By using servqual method researchers can create a system that can assess the level of customer satisfaction using services puskesmas. In the use of the system, the results obtained data on the level of patient satisfaction at the Community Health Center Talun Blitar in February 2016 with an average value of 2.646 or categorized quite satisfied. The data obtained can set benchmarks for a service provider to improve the level of service.  

scholarly journals HUBUNGAN ANTARA KUALITAS PELAYANAN DAN HARGA DENGAN KEPUASAN PELANGGAN PADA BENGKEL SUZUKI SUN MOTOR MATRAMAN

2017 ◽  
Vol 25 (2) ◽  
pp. 101-120
Author(s):  
Imelda Aprileny
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Correlation Coefficient ◽  
Partial Correlation ◽  
P Value ◽  
The Real ◽  
Relationship Of ◽  
The Relationship

The purpose of this study was to determine how closely the relationship between service quality and price to customer satisfaction in the garage SUN MOTOR Matraman. The strategy used in this study is an associative strategy. The method used in this research is a survey as part of a descriptive research with quantitative approach. The population in this study is that customers who have subscribed during the years 2014-2015 and has been visited 5 times. Based on existing data, obtained the number of customers who have been 5 times a year during 2014 to 2015 was 114 people. Based on calculations using the formula slovin, obtained the total sample of 89 respondents.Based on the results of research to test the correlation coefficient, obtained by the partial correlation coefficient and regression. From the analysis of partial correlation coefficient, partial correlation value X1 to Y of 0.472, which means the relationship of service quality and customer satisfaction, are moderate and the direction that is positive assuming constant prices. While the partial correlation value X2 to Y of 0.530, which means that the relationship of price to customer satisfaction, are and the direction that is positive with regards the quality of service constant. The value multiple correlation coefficient of 0.952, showing the relationship between service quality and price to customer satisfaction is very strong with a relationship that is positive or unidirectional, meaning if the quality of service and price can be supplied with either, then customer satisfaction will increase, and vice versa if quality of service and price can not be given properly, then customer satisfaction will decrease. From the results of partial hypothesis testing, obtained P-value variables X1 0,000, smaller than the real level or 0.000 <0.05. Therefore, it can be deduced Ho refused or Ha accepted, meaning partially contained significant positive correlation variables of service quality and customer satisfaction. While the P-value of 0.000 X2, smaller than the real level or 0.000 <0.05. Therefore, it can be deduced Ho refused or Ha accepted, meaning partially contained significant positive correlation with the price variable customer satisfaction. From the results of hypothesis testing simultaneously, gained significance F 0,000, is smaller than the real level or 0.000 <0.05. Thus, it can be deduced Ho refused or Ha accepted, meaning there is simultaneously a significant positive relationship between service quality and price to customer satisfaction.

Decision Support System for Determining Pharmacy Service Quality

2019 ◽  
Vol 16 (12) ◽  
pp. 4970-4978
Author(s):  
Dedi Irawan ◽  
Miftachul Huda ◽  
Kamarul Shukri Mat Teh ◽  
Siti Suhaila Ihwani ◽  
Mohd Hambali Rashid ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Service Evaluation ◽  
Level Of Service ◽  
Weighting Method ◽  
Trading Company ◽  
Level Of Satisfaction ◽  
Simple Additive Weighting ◽  
High Level

Service quality of a trading company affects the level of customer satisfaction. The better the service quality, the higher the level of customer satisfaction. A high level of satisfaction allows the increase of consumers in the company concerned. Evaluation of service quality at Among Rogo Pharmacy is very necessary because the results of the evaluation can be used as a reference to determine policies related to the efforts in improving service quality. This research was conducted using SAW (Simple Additive Weighting) method. This method was chosen because it was able to select alternatives from a number of alternatives. The intended alternative is the level of service quality, namely: (1) Very Bad, (2) Bad, (3) Fair, (4) Good, (5) Very Good. Evaluation results based on observations of Among Rogo Pharmacy were also calculated along with these alternatives and alternatives whose value close to the calculation service evaluation results at Among Rogo Pharmacy. There were considered true to determine the quality of service at Among Rogo Pharmacy. This system can still be developed again by adding weight of the criteria, or by using other methods.

scholarly journals PERAN KEPERCAYAAN NASABAH DALAM MEMEDIASI PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH

2017 ◽  
Vol 7 (1) ◽  
pp. 192
Author(s):  
Ida Bagus Ngurah Satwika Purwa ◽  
I Gusti Agung Ketut Sri Ardani
Keyword(s):  
Quality Of Service ◽  
Data Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Level Of Service ◽  
Probability Sampling ◽  
Customer Trust ◽  
Number Of Customers

The purpose of this study is to determine the role of customer confidence in mediating the influence of service quality on customer satisfaction. This research was conducted at PT. Satwika Purwa Negara which is an independent marketing office of Prudential Indonesia. Number of customers served in PT. Satwika Purwa Negara reaches 8000 more customers. The number of samples taken is 100 people, using technique of non probability sampling with path as technique of data analysis. Based on the results of the analysis found that the quality of service significantly influence the belief customer at PT. Satwika Purwa Negara, the better the level of service quality, the higher the trust obtained by the customer. Customer confidence has a significant effect on customer satisfaction of PT. Satwika Purwa Negara, the higher the customer's trust, the more easily available customer satisfaction. Quality of service significantly influence customer satisfaction PT. Satwika Purwa Negara, the better the level of service provided then customer satisfaction can be created. Customer confidence is an intervening variable that connects service quality with customer satisfaction at PT. Satwika Purwa Negara.   Keywords: service quality, customer trust, customer satisfaction.

scholarly journals Pengaruh Kualitas Jasa Dengan Kepuasan Pelanggan Di RS Husada Jakarta

2018 ◽  
Vol 21 (1) ◽  
pp. 130
Author(s):  
Andyan Pradipta Utama
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Validity And Reliability ◽  
Satisfaction Scale ◽  
Relationship Of ◽  
The Relationship

The purpose of this study was to determine the relationship of service quality with patient satisfaction in Husada hospital Jakarta in order to provide a draft proposal regarding the quality of service in an effort to improve customer satisfaction. The variables of this study is the quality of service (independent variable) and customer satisfaction (dependent variable). Subjects were patients at the Husada hospital Jakarta totaling 100 patients were assigned to the non-probability sampling method accidental sampling. Measurements were made using a scale of Quality of Service which consists of 20 items, and Patient Satisfaction scale consisted of 12 items that are already on the validity and reliability. By using the technique of linear regression through SPSS for Windows version 21.0 was obtained in the regression R = 0.78 and R square = 0.609, p = 0.000 (p <0.05) indicating that patient satisfaction positively and significantly related to the quality of service equal to 0.780 and the role of service quality variables are able to explain the variable of 60.9% patient satisfaction. The study hypothesis which states "quality of care can improve patient satisfaction in Husada hospital Jakarta ", is accepted. Means the better the quality of service will be followed by increased patient satisfaction in Husada hospital Jakarta.

scholarly journals Integration of CSI, Airqual, IPA, and PGCV to Determine Prioritisation of Service Quality on JTA Airlines

2021 ◽  
Vol 11 (1) ◽  
pp. 14-19
Author(s):  
Muhammad Ilham Adelino ◽  
Meldia Fitri
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Service ◽  
Low Cost ◽  
Flight Delays ◽  
Customer Complaints ◽  
Improve Service Quality ◽  
Service Priority

The quality of service on low-cost airlines is something that is often questioned by passengers. The purpose of this study is to identify and determine service priority factors to improve service quality on JTA Airlines using the integration of the CSI, AIRQUAL, IPA, and PGCV methods. The results obtained are the level of customer satisfaction at 65.5% and there is still a difference (gap) between expectations and experience. Priority factors are the departure and arrival of aircraft on time, fast and appropriate handling of flight delays, clear compensation procedures, clear and easy-to-understand customer service complaint information, staff and cabin crew more responsive in handling customer complaints, always ready to provide maximum service to passengers, and pay more attention to the age of the aircraft.

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

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