scholarly journals PENGARUH KUALITAS PELAYANAN CUSTOMER SERVICE TERHADAP KEPUASAN NASABAH PADA BANK BJB KCP CIPANAS

2021 ◽  
Vol 1 (1) ◽  
pp. 11
Author(s):  
Reksa Jayengsari ◽  
Rani Yunita ◽  
Sri Maloka
Keyword(s):  
Statistical Analysis ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Customer Service ◽  
Descriptive Analysis ◽  
Total Sample ◽  
Quantitative Approach ◽  
Data Collection Tool ◽  
Research Analysis

ABSTRAKKualitas 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 Serviceterhadap kepuasan nasabah dan menguji pengaruh kualitas pelayanan Customer Service terhadap kepuasan nasabah pada Bank BJB KCP Cipanas. Penulis menggunakan pendekatan kuantitatif dengan metode analisis deskriptif dan analisis statistik. Populasi pada penelitian iniJ yaitu sekuruh nasabah Bank BJB KCP Cipanas, 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 KCP Cipanas. ABSTRACTService 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 a person's feelings after comparing the performance (or results) he perceives compared to his expectations. This study aims to analyze the quality of Customer Serviceon customer satisfaction and to examine the effect of Customer Servicequality on customer satisfaction at Bank BJB KCP Cipanas. The author uses a quantitative approach with descriptive analysis methods and statistical analysis. The population in this study were all customers at Bank BJB KCP Cipanas, with a total sample of 100 people. Meanwhile, the data collection tool used was a questionnaire. The results of the research analysis showed the influence of Customer Servicequality on customer satisfaction at Bank BJB KCP Cipanas.

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 PRODUK DAN PROMOSI TERHADAP KEPUTUSAN PEMBELIAN PELANGGAN PRODUK PT. SAYAP MAS UTAMA

2021 ◽  
Vol 9 (2) ◽  
Author(s):  
Clara Putri Claudy ◽  
Donny Dharmawan
Keyword(s):  
Quality Of Service ◽  
Data Analysis ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Product Quality ◽  
Descriptive Analysis ◽  
Analysis Method ◽  
Positive Effect ◽  
Collection Methods

<em>To describe product quality, promotion and customer purchasing decision  products of PT. Sayap Mas Utama, and to analysis the effect of quality products on customer ourchasing decisions PT. Sayap Mas Utama. This study uses data collection methods. Using a questionnaire, the data analysis method used is descriptive analysis, simple liner regression. The result of the study show that promotion positive and significant effect on customer satisfaction  the quality of service has a positive effect and significant to customer satisfaction PT. Sayap Mas Utama.</em>

scholarly journals Determinant of Students’ Academic Satisfaction

2020 ◽  
Vol 9 (1) ◽  
pp. 46-54
Author(s):  
Amanatun Khoirina ◽  
Rusdarti Rusdarti ◽  
Fahrur Rozi
Keyword(s):  
Quality Of Service ◽  
Regression Analysis ◽  
Data Analysis ◽  
Data Collection ◽  
Descriptive Analysis ◽  
Total Sample ◽  
Business Faculty ◽  
Academic Satisfaction ◽  
Absolute Value

This study aims to analyze the effect of the quality of service, educational fees, facilities and infrastructures towards the students’ academic satisfaction and to analyze its influence which can be moderated by the image towards the students’ academic satisfaction at the Economics and Business Faculty of STIKUBANK university. The method of the research is a quantitative approach. The population of the study are 2467 students of the Faculty of Economics and Business, University of STIKUBANK Semarang, with a total sample are 96 respondents. The data collection used is a questionnaire. The methods of data analysis are descriptive analysis and hypothesis testing with moderation regression analysis (absolute value test). The results shows that there is influence on the quality of service, educational fees, facilities and infrastructures towards the students’ academic satisfaction, while the effect is positive and significant. Image variable does not moderate the effect of quality of service on the students’ academic satisfaction.

scholarly journals PENGARUH E-SERVICE QUALITY DAN E-TRUST TERHADAP KEPUASAN NASABAH PENGGUNA BNI MOBILE BANKING MELALUI CITRA BANK SEBAGAI VARIABEL INTERVENING

2020 ◽  
Vol 22 (1) ◽  
pp. 55-63
Author(s):  
Sri Nawangasari ◽  
Nadea Dwirahma Putri
Keyword(s):  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Descriptive Analysis ◽  
Sampling Technique ◽  
Total Sample ◽  
Primary Data ◽  
Mobile Banking ◽  
Improve Service Quality

This study aims to determine the effect of e-service quality and e-trust on customer satisfaction of BNI Mobile banking users through the image of the bank as an intervening variable. Data used in this study are primary data, data collection through questionnaires with a total sample of 185 respondents who are "BNI Mobile banking" customers use a purposive sampling technique. Analysis of the data used is descriptive analysis and path analysis. The results showed that: The e-service quality variable directly affected the customer satisfaction variable; The e-trust variable directly influences the customer satisfaction variable; e-service quality variables affect the image of the bank, e-trust variables affect the image of the bank, and the image of the bank affect customer satisfaction. Thus, BNI Bank should continue to improve service quality and trust in the Bank so that customers feel satisfied so that the bank's reputation is better.

scholarly journals ANALISIS PENGARUH CUSTOMER FOCUSED SERVICE TERHADAP MINAT NASABAH PADA PRODUK BERJANGKA

2018 ◽  
Vol 3 (1) ◽  
pp. 97-140
Author(s):  
Elgita Arum Dwiyanti ◽  
Siti Nur Azizah
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Customer Service ◽  
Descriptive Analysis ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Total Sample ◽  
Partial Result

Customer focused service is a strategy implemented by the company in order to serve customers as well as possible. The shape of this strategy measured by the quality of service provided by the company to customers. The factors that determine the level of success and quality of the company is the ability of the company in providing services to customers. This study was conducted to determine the effect of service quality on customer interest in product futures at Bank Muamalat Indonesia KCU Pondok Indah. The independent variable in this research is service quality which consist of tangible, reliability, responsiveness, assurance, empathy and compliance, while the dependent variable is customer interest. The sampling technique using simple random sampling. Data collection using questionnaires with a total sample of 70 respondents who visited customer service at Bank Muamalat Indonesia KCU Pondok Indah. Data analysis used descriptive analysis and multiple linear regression analysis. The results of this study indicate that simultaneously the quality of service has a significant effect on customer interest in the futures product at Bank Muamalat Idonesia KCU Pondok Indah. Partial result shows that variable of reliability, responsiveness, empathy and compliance have significant influence to interest, while tangible and assurance variable have no significant effect to customer interest in product of futures at Bank Muamalat Idonesia KCU Pondok Indah.Keyword: Customer focused service, service quality, customer interest, product fitures

The Determinants of Service Quality and Its Impact on Customer Satisfaction (A Survey of Islamic Banks Customers in Indonesia)

2017 ◽  
Vol 2 (4) ◽  
pp. 36-45
Author(s):  
Salamah Wahyuni ◽  
Arif Lukman Santoso ◽  
Yacob Suparno
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Service ◽  
Descriptive Analysis ◽  
Personal Characteristics ◽  
Islamic Banking ◽  
Islamic Banks ◽  
Banking Services ◽  
Automatic Teller Machine

Objective - This study examines the factors affecting the quality of Islamic banking services in Indonesia, and its impact on customer satisfaction. Methodology/Technique - Questionnaires were distributed to 300 people, with 286 respondents having completed and returned the questionnaires. A descriptive analysis was conducted to ascertain the elements of Islamic banking services. Further, multiple regression analysis was used to analyze the influence of the quality of Islamic banking services on customer satisfaction. The results show that all elements of banking services are not in accordance with the expectations of the respondents as customers, particularly with respect to Automatic Teller Machine ('ATM') services. Findings - The results show that, with respect to all elements examined, the value of expectations was higher than the service received by customers. In addition, not all of the study hypotheses were accepted. The expectations of banking services were not influenced by Word of Mouth ('WOM'), personal characteristics or experience. Further, the source of information obtained, the age or income of the respondents, and their education and experience, did not have an affect on the expectations of Islamic banking services. Novelty - A high quality of Islamic banking services significantly affects customer satisfaction. In an effort to improve services in that industry, Islamic banking in Indonesia would benefit from placing more attention on all elements of the services provided to customers, particularly ATM services. Further, based on the findings of this study, the elements of customer service should be addressed regardless of the characteristics of the customers, such as age, income, education or experience. Type of Paper - Empirical Keywords: Service Quality; Customer Satisfaction; Islamic Banks; Indonesia. JEL Classification: G20, G21, G29.

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

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

PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PLN RAYON KEDIRI KOTA (STUDI KASUS PEMBAYARAN REKENING LISTRIK DI PLN RAYON KEDIRI KOTA)

2019 ◽  
Vol 1 (2) ◽  
pp. 96
Author(s):  
Septiyan Budi Santoso ◽  
Heribertus Budi Santoso ◽  
Ana Komari
Keyword(s):  
Quality Of Service ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Primary Data ◽  
Customer Complaints ◽  
Work Area

This study aims to determine how high the level of customer satisfaction with the service of PLN Rayon Kediri Kota, to determine the quality of service to customer satisfaction PLN Rayon Kediri Kota, to determine the response of the PLN Kediri Kota in dealing with customer complaints. This research was conducted in the work area of PLN Rayon Kediri Kota. The research time was on March 18, 2017 to March 24, 2017. In writing this thesis, the author uses primary data collection techniques, namely by distributing questionnaires to PLN Rayon Kediri Kota customers who come to the payment counter. and PLN District Kediri City services. Based on the results of the research, the quality of service conducted by PLN District Kediri Kota is sufficient to satisfy its customers, as evidenced by the results of a questionnaire that has been conducted on 100 respondents of PLN Rayon Kediri City.Penelitian ini bertujuan untuk mengetahui seberapa tinggi tingkat kepuasan pelanggan terhadap pelayanan PLN Rayon Kediri Kota, Untuk mengetahui kualitas pelayanan terhadap kepuasan pelanggan PLN Rayon Kediri Kota, Untuk mengetahui respons pihak PLN Kediri Kota dalam menghadapi keluhan pelanggannya. Penelitian ini dilakukan di wilayah kerja PLN Rayon Kediri Kota. Waktu penelitian pada tanggal 18 Maret 2017 sampai dengan 24 Maret 2017. Dalam penulisan skripsi ini, penulis menggunakan teknik pengumpulan data primer yaitu dengan membagikan kuesioner terhadap pelanggan PLN Rayon Kediri Kota yang datang ke loket pembayaran dan pelayanan PLN Rayon Kediri Kota. Berdasarkan hasil penelitian kualitas pelayanan yang dilakukan oleh PLN Rayon Kediri Kota sudah cukup memuaskan pelanggannya terbukti dengan hasil kuesioner yang telah dilakukan terhadap 100 responden PLN Rayon Kediri Kota.

scholarly journals Analisis Kepuasan Pelanggan dalam Membeli Buah-buahan Segar di Moena Fresh Bali

2018 ◽  
pp. 81
Author(s):  
PUTU OKA WARDIKA ◽  
RATNA KOMALA DEWI ◽  
NI WAYAN PUTU ARTINI
Keyword(s):  
Data Analysis ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Qualitative Data ◽  
Descriptive Analysis ◽  
Secondary Data ◽  
Satisfaction Index ◽  
The Matrix ◽  
Competitive Prices ◽  
Data Analysis Methods

Analysis Customer Satisfaction in Buying Fresh Fruits in Moena Fresh Bali Increased consumption of fruits in the country have an impact on the growth of fruitsales in Indonesia. This increase causes the appearance of stiff competition in thebusiness of fruits. Moena Fresh Bali as one of the companies that sell fresh fruitsmust innovate or improve the shortage so that the consumers do not turn to otherproducts. Consumer behavior may help explain how consumers obtain satisfaction.The purpose of this research is to determine satisfaction of Moena Fresh Baliconsumers and to find out actions to increase customer satisfaction of Moena Fresh.The location of the research was conducted at four Moena Fresh outlets as it wasconsidered to represent consumers in every sub-district in Denpasar City. Thenumber of respondents was as many as 50 respondents and the sampling wasconducted by using accidental sampling. Types of data collected include quantitativeand qualitative data which were sourced from primary and secondary data. Methodsof data collection were by using interview techniques, observation, anddocumentation. Data analysis methods used were descriptive analysis, ImportancePerformance Analysis and Customer Satisfaction Index. Based on the results ofresearch, the calculation of CSI to the attributes of Moena Fresh Bali was 77.6% i.e.it meets the criteria of satisfaction. Based on the Matrix of Importance Performance,product attributes are classified into four quadrants and actions to improve customersatisfaction are through the improvement of attributes that become the main priority,namely the attributes of advertising / promotion, price, and discounts. The studysuggests that Moena Fresh Bali should perform printed and electronic publicationsand set competitive prices to maintain its customers.

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