scholarly journals ANALISIS KUALITAS LAYANAN FRONTLINER TERHDAP PERTUMBUHAN DANA PIHAK KETIGA STUDI PADA PT BANK SYARIAH MANDIRI CABANG BEKASI PONDOK GEDE

Paradigma ◽  
2020 ◽  
Vol 17 (2) ◽  
pp. 42-56
Author(s):  
Haryo Gumilang ◽  
Purnama Putra
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Secondary Data ◽  
Third Party ◽  
Future Research ◽  
Service Excellence ◽  
Provision Of Services ◽  
Main Activity ◽  
Positive Effect

The main activity of the bank is the provision of services. Banks as financial institutions engaged in services, must be able to provide the best service (Service Excellence) in order to win competition in increasingly competitive situations. Frontliners are officers who are in front of the banking hall that face directly to customers. This study aims to analyze how much influence the quality of service Frontliner (Customer Service, Teller, Security) on the growth of third party funds. In this study using primary and secondary data obtained from the official website of Bank Syariah Mandiri and questionnaires distributed to respondents. The method used is a quantitative method. The results of this study show partially that the quality of frontline service (Customer Service, Teller, Security) has a positive effect on third party funds. While simultaneously the quality of Customer Service services, Teller service quality, security service quality has a significant positive effect on the growth of third party funds. Future research is expected to expand the scope of research or compare variables and other factors.

scholarly journals DO HR PARTICES AFFECT SERVICE QUALITY OF FRONT LINE STAFF

2015 ◽  
Vol 11 (1) ◽  
Author(s):  
Farooq -E- Azam Cheema
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Quality Data ◽  
Future Research ◽  
Frontline Employees ◽  
Frontline Staff ◽  
Hr Practices ◽  
Recruitment And Selection

The basic objective of this study was to examine the role of HR practices like recruitment and selection, training, performance appraisal and rewards management in enhancing overall service quality of the frontline staff in the hotel industry in Karachi, Pakistan. Hypothetic deductive approach was used for examining the relationship between independent and dependent variables. Customer service dimensions used in this study were derived from the SERVQUAL model that included frontline staff appearance, reliability of service, responsibility among the staff, assurance of job related knowledge and etiquette and empathy. For the purpose of study 15 hotels and restaurants of various sizes with minimum 30 frontline employees were chosen. Ten frontline employees from reception staff, waiters/waitresses, housekeeping employees were chosen using quota sampling for data collection. Opinion of the frontline staff was sought through structured questions as to how the four HR practices are likely to affect quality of five dimensions of the customer service quality. Data was collected through a structured questionnaire and integrated through SPSS. Results of study showed that the two HR practices; training and rewards management significantly affect the service quality of the frontline staff and this effect is far stronger than the effect of other HR practices. This research will not only bring significant practical implications for better human resource management in hospitality sector but also provide important indicators for future research. The future study may aim at identifying various internal and external factors that affect efficacy of various HR practices and policies and consequently their contribution in enhancing service quality of staff. Studies are also needed to identify further impediments obstructing the positive influence of recruitment and selection and appraisal practices on service behavior and quality of the staff. The role of various intervening or mediating variables such as employee collaboration, organization culture can also be probed further.

scholarly journals KUALITAS PELAYANAN PASANG BARU LISTRIK PRABAYAR DI PT PLN (PERSERO) UNIT LAYANAN PELANGGAN WOHA

2021 ◽  
Vol 5 (2) ◽  
pp. 162-170
Author(s):  
Sebtian Tri Putra ◽  
Ismunandar Ismunandar
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Secondary Data ◽  
Test Reliability ◽  
Reliability Test ◽  
Literature Study ◽  
Service Unit ◽  
Analysis Technique ◽  
Interview Questionnaire

The purpose of this study was to determine how the service quality of Prepaid Electricity Installations at PT PLN (Persero) WOHA Customer Service Unit. This type of research is descriptive, the data sources used are primary and secondary data. The research instrument used was a Likert scale questionnaire. The data collection techniques used were observation, interview, questionnaire, and literature study. The data analysis technique used is validity test, reliability test and one sample t test. The results showed that the service quality of prepaid electricity installations at PT. PLN Persero ULP. Woha more than 70% of expected (good).

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 Quality Assessment of E-Commerce Service in the Context of Customer Expiriences

2018 ◽  
Vol 1 (1) ◽  
pp. 635-640
Author(s):  
Aleksandra Radziszewska
Keyword(s):  
Service Quality ◽  
Quality Assessment ◽  
Customer Service ◽  
Evaluation Criteria ◽  
Quality Attributes ◽  
Future Research ◽  
Quality Issue ◽  
Information And Communication ◽  
Comprehensive Framework

Abstract With rapid growth of the Internet, companies adopted the new information and communication technology to offer e-services to their customers. This paper addresses e-service quality issue in the electronic marketplace. Service quality of e-retailers has been recognized as an important factor in determining success of e-commerce ventures. The objective of this research is to develop a theoretical, comprehensive, and measurable framework for assessing the quality of e-commerce services and to indicate factors, which are significant for customers satisfaction and high quality online shopping experiences. This paper reviewed the most recognized evaluation criteria, which are used in different e-commerce websites, and proposes a general comprehensive framework for evaluating the quality of any e-commerce service regarding to two main areas: website features and customer service in e-commerce platform. The detailed list of quality attributes in both assessment areas was derived from the reviewed literature. The survey and analysis described in this paper enable a better understanding of the influence these quality attributes on the main quality assessment categories. The results provide an important foundation for the understanding of quality in e-commerce services that will allow to assess the strengths and weaknesses of each e-commerce service. This paper concludes by discussing the findings of this study and highlighting areas for the future research.

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

Quality of Services Publishing Record of Fisheries (BPKP) in The Marine and Fisheries Office South Sumatera Province

2018 ◽  
Vol 1 (2) ◽  
pp. 25-32
Author(s):  
Galamda Israk ◽  
Slamet Widodo ◽  
Andy Alfatih
Keyword(s):  
Quality Of Service ◽  
Data Collection ◽  
Service Quality ◽  
Participant Observation ◽  
Secondary Data ◽  
Likert Scale ◽  
Quality Of Services ◽  
Fishing Vessels ◽  
Scale Assessment

ABSTRACT This study aims to determine the quality of service issuance of Proof of Registration of Fishing Vessels (BPKP) in the Department of Maritime Affairs and Fisheries of South Sumatra Province and what factors influence it. Data collection techniques used were the distribution of questionnaires to 60 respondents who were capture fisheries business actors with a Likert Scale assessment, as well as conducting unstructured interviews, non-participant observation and secondary data collection. The dimensions used are tangible, reliability, responsiveness, assurance and empathy. The value of service quality based on tangible dimensions is 4.2 or good, based on the reliability dimension is 4.1 or good, the responsiveness dimension is 4.0 or good, the guarantee dimension is 4.1 or good, and based on the empathy dimension is 4.1 or good. Of all these parameters, it was concluded that the quality of BPKP issuance services in the Department of Maritime Affairs and Fisheries of South Sumatra Province in 2016 was good with a score of 4.1. The conclusion is based on an assessment of an average of 58 respondents or 97.4% of respondents.

Pengukuran Pihak Ketiga Pasca Asas Contradictoire Delimitatie di Kabupaten Sidoarjo dan Pasuruan

Tunas Agraria ◽  
2020 ◽  
Vol 3 (2) ◽  
pp. 53-75
Author(s):  
Dedy Setyo Irawan ◽  
Harvini Wulansari
Keyword(s):  
Secondary Data ◽  
Third Parties ◽  
Third Party ◽  
Problem Analysis ◽  
Legal Certainty ◽  
Land Registration ◽  
Descriptive Approach ◽  
The Government ◽  
Ownership Of Land

Abstract: Complete Systematic Land Registration is a program which taken by the government in providing legal certainty in the field of land in Indonesia. PTSL activities at Sidoarjo Regency and Pasuruan Regency Land Office are carried out with third parties. Before starting the measurement, it is necessary to carry out the contradictoire delimitatie principle to ensure legal certainty of ownership of land rights. The research used a qualitative method with a descriptive approach. The data analysis carried out by compiling logically proportional statements to answer research questions. Problem analysis is carried out by making a description based on premier data and secondary data obtained through interviews and observations of implementation. The results of the research showed that the implementation of the contradictoire delimitatie principle is broadly following PP. No. 24 of 1997 and PMNA KaBPN No. 3 of 1997. The results of the study also showed that there were obstacles in the implementation of the contradictoire delimitatie principle, such as the third parties were not following technical guidelines No. 01 / JUKNIS-300/1/2018 annex 10 in the making of measurement drawings. Quality control is needed to improve the quality of work and results of third party products and minimize land problems in the future.Keywords: principle of contradictoire delimitation, third party. Intisari : Pendaftaran Tanah Sistematis Lengkap (PTSL) merupakan langkah pemerintah dalam memberikan jaminan kepastian hukum dalam bidang pertanahan di Indonesia. Kegiatan PTSL di Kantor Pertanahan Kabupaten Sidoarjo dan Kabupaten Pasuruan dilaksanakan bekerjasama dengan Pihak Ketiga yang sebelumnya melalui tahapan asas contradictoire delimitatie untuk menjamin kepastian hukum kepemilikan hak atas tanah. Metode penelitian yang digunakan adalah metode kualitatif dengan pendekatan deskriptif. Teknik analisa yang dilakukan yaitu dengan menyusun pernyataan-pernyataan proposional secara logis untuk menjawab pertanyaan penelitian. Analisa permasalahan dilakukan dengan membuat uraian berdasarkan data premier dan data sekunder yang diperoleh melalui wawancara serta observasi langsung terhadap pelaksanaan kegiatan. Hasil penelitian menunjukkan bahwa pelaksanaan asas contradictoire delimitatie secara garis besar telah sesuai dengan PP. No. 24 Tahun 1997 dan PMNA KaBPN No. 3 Tahun 1997. Dalam pelaksanaanya terdapat hambatan yakni  pembuatan Gambar Ukur oleh Pihak Ketiga tidak sesuai dengan pedoman JUKNIS No. 01/JUKNIS-300/1/2018 lampiran 10. Sehingga diperlukan pengawasan kendali mutu terkait pekerjaan dan hasil produk dari Pihak Ketiga agar kedepannya hasil pekerjaan yang dihasilkan lebih baik dan tidak menjadi permasalahan pertanahan dikemudian hari.Kata Kunci : asas contradictoire delimitatie, pihak ketiga.

scholarly journals ANALISIS PENGARUH PERSEPSI KUALITAS PELAYANAN DAN PERCEIVED VALUE TERHADAP KEPUASAN RELIGIUS UNTUK MENINGKATKAN MINAT MENABUNG ULANG (Studi Pada BNI Syariah Semarang)

2016 ◽  
Vol 13 (1) ◽  
pp. 14
Author(s):  
Hibba Al Kanzu ◽  
Harry Soesanto
Keyword(s):  
Service Quality ◽  
Perceived Value ◽  
Third Party ◽  
Islamic Banking ◽  
Repurchase Intention ◽  
Perceived Service Quality ◽  
Data Analyst ◽  
Regression Test ◽  
Independent Variable ◽  
Positive Effect

The problem in this research is a decrease in the amount of third party funds (savings)are decreased and the high number of closing the savings account of Islamic banking.This research aims to test the power of perceived service quality and perceived value toreligious satisfaction to improve consumer resaving interest in an Islamic Banking insemarang (study in BNI Syariah). This study using three independent variable isperceived service quality and perceived value , variable resaving intention consumer as adependent variable and variable religious satisfaction as intervening.A method of this research technique using probability sample that is random samplingand clusters of sampling to sample as many as 100 of respondents in the middle class andover who had bought an apartment in semarang .A method of data analyst using atechnique double regression analysis , the analysis includes: test the validity of , a test ofreliability , test the assumption of the classics , linear regression test doublet test , test f ,test the coefficients determined and test sobel.The results show significant and positive effect perceived service quality to religioussatisfaction and resaving intention, significant and positive effect perceived value toreligious satisfaction and repurchase intention, and then significant and positive effectreligious satisfaction to repurchase intention.Keywords : Perceived Service Quality, Perceived Value, Religious Satisfaction,Repurchase Intention.

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 Peran E-Servqual Dalam Customer Engagement

2019 ◽  
Vol 15 (1) ◽  
pp. 36-42
Author(s):  
Nadia Sasmita Wijayanti
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Customer Loyalty ◽  
Customer Engagement ◽  
Online Service ◽  
Market Leader ◽  
The Right ◽  
Modern Era

Sejumlah brand sukses menempatkan diri di hati konsumen, namun banyak pula yang gagal. Keberhasilan brand memikat hati customer berarti sukses menjalin hubungan dengan customer. Perlu cara dan startegi yang tepat agar brand mampu memikat kosumen dan keluar sebagai market leader. Dalam menjalankan bisnis dan memberikan pelayanan konsumen perlu memperhatikan keinginan konsumen. Di era serba modern dan informasi tanpa batas, bermunculan marketplace dan perusahaan eksponensial, menyebabkan keinginan konsumen untuk dilayani serba cepat dan ringkas. Kualitas jasa layanan online yang maksimal akan menciptakan customer loyalty yang berujung pada customer engagement. Kata kunci: E-servqual, Kualitas layanan jasa online, customer loyalty, customer engagement.  Abstract: The Role of E-Servqual in Customer Engagement. A number of brands successfully place themselves in the hearts of consumers, but many also fail. The success of the brand captivates the customer means successful relationship with the customer. Need the right way and strategy so that the brand can attract consumers and come out as the market leader. In running a business and providing customer service, it is necessary to pay attention to consumer desires. In the modern era and unlimited information, emerging marketplaces and exponential companies, cause consumers to be served quickly and concisely. The maximum quality of online services will create customer loyalty which leads to customer engagement. Kata kunci: E-servqual, Online Service Quality, customer loyalty, customer engagement.

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