scholarly journals PELAYANAN NASABAH BRI CABANG BUNTOK MENGGUNAKAN APLIKASI MOBILE BANKING PADA TAHUN 2017

2018 ◽  
Vol 17 (2) ◽  
pp. 100-107
Author(s):  
Harlina Kuriaty

BRI mobile banking application is one of the indirect services by BRI to its customers, where the service only uses the application attached to the customer's mobile phone. The research on BRI's mobile banking application is aimed to learn and understand how to use BRI's mobile banking application facilities and analyze the factors that affect the effectiveness and efficiency of BRI's mobile banking facilities. The service quality factors used to see the effectiveness and efficiency in the use of BRI mobile banking applications include Tangibles / direct evidence, Reliability, Responsiveness, Assurance, and Empathy. The customers studied are as many as 10 BRI customers of Buntok branch of active BRI mobile banking users. The method of this research is Triangulation method. The result of the direct interview with 3 active customers of BRI mobile banking who work as Civil Servant, Private Officer, and Student, based on 5 service quality said that using BRI mobile banking is more effective and efficient than coming directly to Bank, and seen from four inhibiting factors of service can be concluded that service using mobile banking application have inhibiting factor in its service that is often difficult network and system interference.

2018 ◽  
Vol 3 (3) ◽  
pp. 373
Author(s):  
Ulfi Tantri Wahid ◽  
Ruskin Azikin ◽  
Adnan Ma'ruf

The objectives of this research are to find out the service quality and to investigate the supporting and the inhibiting factors of passport handling at the first class Immigration Office of Makassar. There are 13 informants involved in this research. The type of this research is qualitative research with phenomenological type which is emphasized to the subjectivity of human life experiences. The data were collected by using observation and interview. The results of this research reveal that the service is still less qualified. It can be identified from some aspects such as Empathy in which some officers still act unfairly in the service process. Other aspects such as Tangible, Reliability, Responsiveness, and Assurance have been conducted optimally. The supporting factors are the adequate facilities and infrastructures while the lack of public awareness becomes the inhibiting factor of the service.Key word: Service quality, passport handling.ABSTRAKTujuan penelitian adalah untuk mengetahui kualitas pelayanan dan mengetahui faktor pendukung dan penghambat dalam pengurusan paspor di Kantor Imigrasi Kelas I Makassar. Jumlah informan dalam penelitian ini adalah 13 orang. Jenis penelitian ini menggunakan kualitatif dengan tipe penelitian menggunakan tipe fenomenologi yaitu menekankan pada subyektivitas pengalaman hidup manusia. Teknik pengumpulan data menggunakan metode observasi dan wawancara. Hasil penelitian menunjukkan bahwa belum tercapai secara maksimal hal ini  dilihat dari aspek Empathy (perhatian) dimana masih ada oknum petugas yang bertindak secara tidak adil dalam proses pelayanan, dilihat dari aspek lain seperti Tangible (bukti langsung), Reliability (kehandalan), Responsiveness (daya tanggap) dan Assurance (jaminan) sudah tercapai secara maksimal. Faktor pendukung adalah fasilitas sarana prasarana dan faktor penghambat adalah kurangnya kesadaran masyarakat. Kata Kunci : Kualitas Pelayanan, Pengurusan Paspor


Author(s):  
Latifa Er-Rajy ◽  
M. Ahmed El Kiram

In the past, banking took place only inside bank rooms, which was a task for customers and bankers at the same time. But in our day, thanks to the high-speed development and growth of mobile technology, the mobile phone platform had the power to create great opportunities for customers of the physical bank due to its capabilities and coverage of the population; this can be proved by the number of mobile subscriptions that approximates the world population figures. In order to explore these opportunities, most banks have already launched their mobile apps or have redesigned the mobile version of their websites. Among the advantages of using mobile banking is that users have the ability to make banking transactions, online payments or transfers, anywhere and at any time. In this article, we investigated the danger of the permissions requested by mobile banking applications, their effects on sensitive user data and their relationship with the attack called “Man in the middle” and its different forms. We took Morocco as a case of study.


2018 ◽  
Vol 10 (2) ◽  
pp. 36-57 ◽  
Author(s):  
Amira Trabelsi Zoghlami ◽  
Karim Ben Yahia ◽  
Sarra Berraies

The purpose of the present article is to explore the electronic word-of-mouth (e-WOM) determinants in a mobile banking context such as e-service quality, e-satisfaction, e-trust and e-loyalty. It also examines the moderating role played by brand reputation in the relation between e-loyalty and e-WOM. A survey was conducted with 256 users of mobile bank applications. The findings illustrate the positive effect of e-service quality components such as information quality, security and reliability on e-satisfaction and e-trust as well as the effect on e-loyalty. It was also found that e-loyalty can be a determinant of e-WOM. Brand reputation has a moderating effect on the relation between e-loyalty and e-WOM. This article is interesting for the practitioners by bringing tracks of improvement for banking services proposed to the customer.


2018 ◽  
Vol 4 (1) ◽  
pp. 117
Author(s):  
Nurul Munia ◽  
Muhlis Madani ◽  
Abdi Abdi

The purpose of this research is not only aimed to know the service quality but also to know the supporting and inhibiting factors of the public service in Prona. This research used qualitative research type which is choosen by certain sample who had knowledge about Prona Service Quality. The research result showed that 1) if the required file was completed then the certificate could be quickly resolved 2) the service flow could be said “good” 3) the employee had not done the best in their work 4) PRONA activites will be completed within one budget a year 5) public enthusiasm in enrolling their land by Prona 6) the less of surveyor staff become the most inhibiting factor of Prona service. Keywords: Quality, service, PRONA


Author(s):  
Masrukin Masrukin ◽  
Hermanto Hermanto

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.


2020 ◽  
Vol 8 (1) ◽  
pp. 75-94
Author(s):  
Emad Yusuf Masoud

This study aims to determine the dimensions of mobile service quality and to examine their effect on customer satisfaction in UAE mobile phone service providers while also investigating the behavioural differences between mobile phone customers with prepaid and postpaid subscriptions. A combination of the SERVPERF model has been adopted as the main framework for analyzing service quality. A structured questionnaire instrument was designed for data collection. The present study concentrates on the level of customers’ satisfaction for leading service providers in the UAE mobile industry. Etisalat and Du were chosen for this study. A sample of (452) mobile phone users in Abu Dhabi city was selected at random using convenience-sampling. We found a positive effect of both functional and technical service quality (network quality) on customers’ satisfaction. Functional and technical dimensions were good predictors of customer satisfaction and confirmed the multidimensional nature of service quality. Also, the service quality dimensions; reliability, assurances, and responsiveness are found to be significant predictors of customer satisfaction. Behavioural difference between mobile phone customers is also significant in predicting customer satisfaction for postpaid subscribers. However, only reliability and network quality are significant predictors of customer satisfaction for prepaid subscribers. The model developed in this study provides marketers and researchers with a diagnostic tool to assess service quality from the perspectives of customers to meet the customer’s expectations and ensure customer satisfaction.


2017 ◽  
Vol 13 (2) ◽  
pp. 119-128
Author(s):  
Nang Randu Utama

This study aims to obtain a description of the supporting and inhibiting factors in the process of organizational change of education based on management perspective that occurs in the scope of higher health education of the Ministry of Health of the Republic of Indonesia. This study used a qualitative approach by conducting case study at Palangka Raya Health Polytechnic. The research results are as follows: (a) Supporting factor that must be there is the existence of a manual or technical guidance in organizing the organization; (b) Whereas the inhibiting factor is the old habits, the mindset, the mental model is still inhibiting from the organizers and members of the organization; (c) The inhibiting factor is the existence of selfishness of each highly visible party; (d) Inhibitors may also occur if there are still "little kings" and selfishness from each of the former institutions; (e) Other issues that support in this process of change are in terms of facilities and infrastructure, namely the availability of buildings and land; (f) Another inhibiting factor is that in terms of educational qualifications, there are departments that do not meet, for example in the midwifery department there are still many average teachers with Diploma IV education background and non-linear education; (g) Inhibiting factors may also occur if the reason of seniority is always carried around; (h) The inhibiting factor is lack of human resources in using modern health equipment, including the use of teaching aids in accordance with the progress of science and teaching and learning technology.   Penelitian ini bertujuan untuk memperolah gambaran mengenai faktor pendukung dan penghambat dalam proses perubahan organisasi pendidikan yang ditinjau dari perspektif manajemen yang terjadi di lingkup organisasi pendidikan tinggi kesehatan Kementerian Kesehatan Republik Indonesia. Penelitian ini menggunakan pendekatan kualitatif dengan melakukan studi kasus pada institusi Politeknik Kesehatan Kemenkes Palangka Raya. Hasil penelitian adalah sebagai berikut: (a) Faktor pendukung yang harus ada yaitu adanya buku pedoman atau petunjuk teknis dalam penyelenggaraan organisasi; (b) Sedangkan yang menjadi faktor penghambat itu adalah kebiasaan lama, mindset-nya, mental model-nya masih bersifat menghambat dari para pengelola dan anggota organisasi; (c) Faktor penghambat yaitu adanya keegoisan masing-masing pihak yang sangat tampak; (d) Penghambat juga dapat terjadi apabila masih ada “raja-raja kecil” dan keegoisan dari masing-masing institusi yang dulu; (e) Perihal lain yang mendukung dalam proses perubahan ini adalah dari sisi sarana dan prasarana, yaitu tersedianya gedung dan tanah; (f) Faktor penghambat lain yaitu dari sisi kualifikasi pendidikan ternyata ada jurusan yang tidak memenuhi, misalnya di jurusan kebidanan masih banyak rata-rata tenaga pengajar dengan latar pendidikan Diploma IV dan pendidikannya tidak linear; (g) Faktor penghambat juga dapat terjadi apabila alasan senioritas selalu dibawa-bawa; (h) Faktor penghambat yaitu masih kurang kesiapan sumber daya manusia dalam menggunakan alat-alat kesehatan modern termasuk penggunaan alat bantu belajar mengajar yang sesuai dengan kemajuan ilmu pengetahuan dan teknologi pengajaran dan pembelajaran.


Author(s):  
Sultan Y. As-Sultan ◽  
◽  
Ibrahim Ahmed Al-Baltah ◽  
Fua’ad Hassan Abdulrazzak ◽  
◽  
...  

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