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

Service Quality in Banking with Special Reference to ICICI Bank Ltd., Tiruchirappalli District

2007 ◽  
Vol 3 (2) ◽  
pp. 18-26 ◽  
Author(s):  
R. Amudha ◽  
C. Vijaya Banu
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Service Delivery ◽  
Competitive Advantage ◽  
Customer Service ◽  
Service Industries ◽  
Wide Range ◽  
The World

As per the Economic association of Indonesia and India, India has been one of the fastest growing economies in the world since the early 90s and India is fourth largest economy of the world after US in terms of purchasing power parity. This is because of the important role played by the financial sector comprising a large number of well managed banking services both in public and private sectors. India's second largest bank is the ICICI Bank offering a wide range of financial services to its customers through its delivery channels. To attain this sustainable competitive advantage, service industries face a unique challenge of meeting the needs of the customers regularly and continuously. Though mechanized form of activity has its own impact on service delivery performance, many service industries still remain to be manual because there exits no equivalent substitute for personal interaction between the employees of service industry and customers. The optimum mix of technology and people in the service delivery process decides the competitive advantage of an organization. Customer satisfaction is taken as a yardstick for measuring the quality of service and providing excellent customer service decides the effectiveness of service delivery process. Only through excellent customer service, an organization can consistently exceed customer expectations. In order to achieve customer satisfaction, every service organization must understand and improve service delivery process and implement valid and reliable service performance measures to measure the same. To assess the degree of customer satisfaction, a SERVQUAL instrument is administered to study the quality of service and the gaps were identified in the services offered by ICICI Bank, Tiruchirapalli District in all five dimensions of service quality, the overall weighted SERVQUAL score being −1.92. The ICICI Bank Ltd. has to take steps to close the gaps by establishing a service quality information system.

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 %.

scholarly journals PENILAIAN KEPUASAN PELANGGAN DENGAN APLIKASI SURVEI PADA PDAM KOTA BENGKULU

Teknosia ◽  
2021 ◽  
Vol 1 (1) ◽  
pp. 16-21
Author(s):  
Khairil Khairil
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Service ◽  
Programming Language ◽  
Research Method ◽  
Satisfaction Survey ◽  
Level Of Satisfaction ◽  
System Requirements ◽  
The Ideal

Customer satisfaction is a major reason in the service or goods business. The company will get a big profit if the customer is satisfied with the ideal service provided. The purpose of this study was to find the level of satisfaction of the PDAM's performance on customer service by making an online satisfaction survey application. The research method used is system requirements analysis, designing system requirements, coding translating the system with a programming language, implementing the system and maintaining any changes to the system. The results of the study show that the satisfaction survey application can make it easier for customers to send complaints about the service quality of PDAM Kota Bengkulu. With the PDAM polling application, it is faster to take action according to complaints from customers.

scholarly journals influence of service quality and price of new electricity on the level of satisfaction by household customers

2021 ◽  
Vol 5 (3) ◽  
pp. 184-191
Author(s):  
Muhammad Hidayat Isnaini ◽  
Zakaria Wahab ◽  
Muchsin Saggaf Shihab ◽  
Sulastri Sulastri
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Service ◽  
Consumer Satisfaction ◽  
Future Research ◽  
Service Unit ◽  
Level Of Satisfaction ◽  
Single Scale ◽  
Starting Point

The new Install process at State Electricity Company (SEC) is the first interaction between prospective customers and SEC. Customers may evaluate and react to the quality of services and the number of new installation costs paid throughout the process. These issues must be addressed very away since they may impact consumer satisfaction with electricity services. This research focuses on customer satisfaction with service quality and pricing perceptions of new pairs at SEC Rivai is Customer Service Unit (CSU). The data utilized is current. Thus it is applicable to present circumstances. However, since the quantity of sample data in this study is still limited, it can only represent customer satisfaction on a single scale, which may be the starting point for future research.

scholarly journals ANALISIS KUALITAS PELAYANAN DALAM MENCIPTAKAN KEPUASAN KONSUMEN DI ENGLISH IVY COFFEE JOGJA

2018 ◽  
Author(s):  
Agung Setiawan ◽  
Ahmad Hasani ◽  
Repositori Online Pariwisata
Keyword(s):  
Quality Assurance ◽  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Competitive Advantage ◽  
Narrow Sense ◽  
Self Service ◽  
English Ivy

Customer satisfaction is the level of conformity between the desired product and / or service with the received reality. The degree of conformity is the result of the assessment conducted by the guests based on their knowledge and experience. Customer satisfaction is determined by the quality of service desired so that quality assurance becomes a top priority and makes the benchmark of the company's competitive advantage. This article will be discussed about, how the effort of applying service quality in creating customer satisfaction in English Ivy Coffee Jogja. This article recommends that although only in the narrow sense of hospitality, the theory is actually applied in the field. In terms of service, English Ivy Coffee Jogja uses self service, the servants at English Ivy emphasize the memorization of customer names, so that the customers will be honored because the name is the best one has, and the servants in English Ivy realize it . Through the things that are considered trivial, memorizing the name of a person becomes a powerful weapon to increase customer satisfaction.

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.

Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan di Kantor Perusahaan Umum Badan Urusan Logistik Kota Sampit Kabupaten Kotawaringin Timur

2016 ◽  
Vol 2 (2) ◽  
pp. 1-5
Author(s):  
Masrukin Masrukin ◽  
Hermanto Hermanto
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Error Rate ◽  
Research Method ◽  
Statistical Test ◽  
Quality Factors ◽  
Public Companies ◽  
Public Company

Customer satisfaction is influenced by service quality factors, this study aims to find out and analyze how much influence the quality of service on customer satisfaction is felt by customers who use the service of Poor Rice (Raskin) at the Office of Public Companies Logistics Agency (Perum BULOG) in Sampit City Regency East Kotawaringin. The research method used in this study is the method of observation, questionnaire/questionnaire and documentation using a Likert scale and the method of determining the sample used is the error rate of 5% as many as 213 samples. Testing the hypothesis used is a statistical test with the formula "Product moment person". The results showed that there was a very strong correlation between Service Quality and Customer Satisfaction of the Office of Public Company of the Logistics Affairs Agency (Perum BULOG) in the District of East Kotawaringin. As much as 0.9968514278 based on the calculation of Pearson Product Moment value.

KEPUASAN KONSUMEN DITINJAU DARI KUALITAS PELAYANAN, STORE ATMOSPHERE DAN PROMOSI DI RUMAH MAKAN PONDOK JOWI SOLO

2020 ◽  
Vol 4 (02) ◽  
Author(s):  
Shofia Zulfa Amalina ◽  
Sri Hartono ◽  
Ratna Damayanti
Keyword(s):  
Quality Of Service ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Sampling Technique ◽  
Likert Scale ◽  
The Relationship

The purpose of this study was to analyze the effect of whether or not the quality of service, store atmosphere and promotion of consumer satisfaction at Pondok Jowi Restaurant Solo. The population in this study were consumers of Pondok Jowi Solo Restaurant in January 2020 at May 2020 with a total of 14,030 people. The sampling techniquemismpurposive samplingm which is a sampling technique with certain considerations by taking 100 respondents. Data collection uses a Likert scale questionnaire to measure respondents' answers to identify the relationship between service quality, store atmosphere and promotion of customer satisfaction. The results show that service quality, store atmosphere and promotion have a simultaneous and significant effect on customer satisfaction, servicei quality has assignificant effect on customer satisfaction, store atmosphere has a significant effect on customer satisfaction, and promotion has significant effect on customer satisfaction. Keywords: Service quality, Store atmosphere, Promotion, Consumer satisfaction

scholarly journals Pengaruh Kualitas Pelayanan Customer Service Terhadap Kepuasan Nasabah Pada Bank BJB Cabang Subang

ijd-demos ◽  
2020 ◽  
Vol 1 (2) ◽  
Author(s):  
Agus Dedi Subagja ◽  
Hanifah Hanifah
Keyword(s):  
Statistical Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Service ◽  
Descriptive Analysis ◽  
Total Sample ◽  
High Level ◽  
Statistical Analysis Methods ◽  
Research Analysis

Kualitas pelayanan adalah totalitas fitur dan karakteristik produk atau jasa yang tergantung pada kemampuannya untuk memuaskan kebutuhan yang dinyatakan atau tersirat. Kepuasan pelanggan adalah tingkat perasaan seseorang setelah membandingkan kinerja (atau hasil) yang ia persepsikan dibandingkan dengan harapannya. Penelitian ini bertujuan untuk menganalisis kualitas pelayanan customer service terhadap kepuasan nasabah dan menguji pengaruh kualitas pelayanan customer service terhadap kepuasan nasabah pada Bank BJB cabang Subang. Penulis menggunakan pendekatan kuantitatif dengan metode analisis deskriptif dan analisis statistik. Populasi pada penelitian ini sebanyak 3.841, dengan jumlah sampel yang diambil sebanyak 100 orang. Sedangkan alat pengumpulan data yang digunakan adalah kuesioner. Hasil analisis penelitian menunjukkan pengaruh kualitas pelayanan customer service terhadap kepuasan nasabah pada Bank BJB cabang Subang menunjukkan tingkat hubungan yang tinggi dengan kontribusi pengaruh yaitu sebesar 64,4% dan sisanya sebesar 35,4% dipengaruhi oleh faktor lain yang tidak diteliti.Service quality is the totality of features and characteristics of a product or service that depends on its ability to satisfy stated or implied needs. Customer satisfaction is the level of one's feelings after comparing the performance (or results) he perceives compared to his expectations. This study aims to analyze the quality of customer service service to customer satisfaction and examine the influence of customer service quality on customer satisfaction at the Bank of the Subang branch BJB. The author uses a quantitative approach with descriptive analysis and statistical analysis methods. The population in this study was 5,240, with a total sample of 100 people. While the data collection tools used were questionnaires. The results of the research analysis showed the influence of customer service quality on customer satisfaction at the Bank of the Subang branch BJB showed a high level of relationship with the contribution of influence that is equal to 64.4% and the remaining 35.4% is influenced by other factors not examined.

scholarly journals PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN NASABAH SMS BANKING PADA BANK NAGARI CABANG PEMBANTU RSUP DR M DJAMIL PADANG

2019 ◽  
Author(s):  
David Suryanto ◽  
Nazaruddin Aziz
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Total Population

This study examines the effect of service quality on customer satisfaction SMS Banking Bank Nagari Capem Dr.M.Djamil Hospital Padang. Quality of service in this research consists of 5 dimensions of tangible, reliability, responsiveness, assurance, empathy. The total population of this study as many as 391 people while the determination of samples in the study using this slovin formula and obtained a sample of 198 people. The results showed that the tangible. reliability responsiveness, no effect on customer satisfaction SMS Banking. Assurance and Emphaty affect the satisfaction of SMS Banking customers.

Sign in / Sign up

Export Citation Format

Share Document