scholarly journals KINERJA LAYANAN DAN KEPUASAN NASABAH MASA PANDEMI COVID-19 PADA BANK BNI CABANG BOGOR

2021 ◽  
Vol 9 (3) ◽  
Author(s):  
Syarief Gerald Prasetya
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Service ◽  
Queuing System ◽  
Service Performance ◽  
Quality Service ◽  
Analysis Method ◽  
Customer Complaints ◽  
Satisfaction Index

The research is aimed at describing service quality and customer satisfaction with PT Bank BNI services during the COVID-19 pandemic. The study used 60 customers to be selected randomly as samples. The analysis method uses Importance Performance Analysis (IPA) and Customer Satisfaction Index (CSI). The results of the analysis found that the performance of services provided by PT Bank BNI Bogor Branch has been able to meet the interests of customers by 83.07%. Then it is known that several attributes are the main priority because their performance is still below the interests of customers, namely the queuing system during the Covid-19 pandemic, the speed of customer service during the Covid-19 pandemic, bank operational schedules during the Covid-19 pandemic, guarantees of getting quality service. the Covid-19 pandemic, the completeness of the facilities/equipment provided, the alertness to customer complaints during the Covid-19 pandemic, the speed in resolving the Covid-19 pandemic problems, the readiness to overcome queues during the Covid-19 pandemic and the readiness of officers when needed. From the results of the CSI analysis, it is known that the level of customer satisfaction is 77.61% which is included in the satisfied category. Thus the services provided by PT Bank BNI Bogor Branch during the Covid-19 pandemic can be said to be good but they still have to continue to make improvements so that their service performance is getting better.  

scholarly journals Analisis Kinerja Layanan Perguruan Tinggi Menggunakan Customer Satisfaction Index (CSI) dan Importance Performance Analysis (IPA)

2019 ◽  
Vol 2 (1) ◽  
pp. 31-42
Author(s):  
Saiful Ghozi ◽  
Aditya Rakhman Rakim ◽  
Mahfud Mahfud
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Service Performance ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Perceived Performance ◽  
Managerial Attention ◽  
Valid Data

Penelitian ini mengukur kinerja kualitas pelayanan yang diberikan Politeknik Negeri Balikpapan melalui persepi kinerja yang dinilai mahasiswanya. Kuisioner berbasis HEdPERF dikembangkan dalam pengambilan data. Dari 369 kuisioner yang diisi responden, hanya 235  yang dinyatakan valid dan dianalisis. Analisis data dilakukan melalui dua analisis, yaitu (1) penghitungan Customer Satisfaction Index (CSI);  dan (2) Importance Performance Analysis (IPA). Nilai CSI yang diperoleh adalah 75, 42% yang masuk kategori puas. Sedangkan pada analisis IPA didapat bahwa 10 indikator berada diposisi kuadran I. Daerah dimana kelemahan terbesar dari kualitas pelayanan, dan membutuhkan perhatian manajerial yang mendesak untuk meningkatkan kinerja kualitas pelayanan.This study measures the performance of service quality provided by Balikpapan State Polytechnic through the perceived performance of students. The HEdPERF-based questionnaire was developed in the collection of data. Only 235 out of 369 completed questionnaires are valid. Data analysis was carried out through two analysis i.e., (1) measurement of Customer Satisfaction Index (CSI), and (2) Importance Performance Analysis (IPA). The CSI value obtained was 75.42% in the satisfied category. Whereas the result of IPA analysis showed that ten indicators were positioned in quadrant I. The indicators were the greatest weakness of service quality, and requiring urgent managerial attention to improve the quality of service performance.

scholarly journals ANALISIS KUALITAS PELAYANAN DAN KEPUASAN KONSUMEN DUNKIN DONUTS GADING SERPONG

2018 ◽  
Vol 2 (2) ◽  
pp. 135-146
Author(s):  
Abel Gandhy
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Quality Performance ◽  
Customer Complaints ◽  
Satisfaction Index ◽  
Customer Satisfaction Index

This study aims to determine service quality and customer satisfaction of Dunkin Donuts customer in Gading Serpong. Service quality are consists of tangible, reliability, responsiveness, assurance, and empathy. Research conducted at Dunkin Donuts Gading Serpong from April-July 2017. Respondents are used as research samples amounted to 100 people. Data were processed by using Index Performance Analysis (IPA) and Customer Satisfaction Index (CSI) method. Overall, the services provided by dunkin donuts outlet in Gading Serpong is good, because they can meet the expectations of their customer. The value of Customer Satisfaction Index (CSI) is 86.76%. This illustrate that Dunkin Donuts customers in Gading Serpong are very satisfied with the service quality performance provided by Dunkin Donuts. Improvement of services that need to be done is the speed of employees in handling customer complaints, improving the cleanliness of toilet facilities, and improving employee friendliness while serving customers

scholarly journals Analisa Faktor-Faktor yang Berpengaruh Terhadap Loyalitas Pelanggan Menggunakan Analisa Jalur di PT XYZ

2019 ◽  
Vol 2 (4) ◽  
Author(s):  
John Warisman Sinaga ◽  
Nazaruddin Matondang ◽  
Sukaria Sinulingga ◽  
Jeffrey Panama
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Customer Service ◽  
Customer Loyalty ◽  
Correlation Method ◽  
Waiting Room ◽  
Customer Complaints ◽  
Satisfaction Index ◽  
Customer Satisfaction Index

Bengkel PT. Trans Suzuki Sumatera Agung merupakan salah satu unit kegiatan untuk mendukung dan meningkatkan pelayanan pelanggan Suzuki. Permasalahan yang dialami oleh perusahaan adalah terjadinya penurunan terhadap service retention dan customer satisfaction index (CSI) periode 2015 sampai dengan 2017. Selanjutnya penurunan tersebut disebabkan oleh adanya keluhan pelanggan terhadap beberapa atribut CSI dan memiliki persentase ketidak puasan diatas 10%. Atribut CSI yang dimaksud adalah ketelitian service advisor, kenyamanan ruang tunggu, kebersihan dealer, kemudahan keluar masuk area dealer, penetapan biaya servis, jangka waktu pengambilan kendaraan, total waktu servis dan ketelitian teknisi. Penelitian ini bertujuan memberikan usulan kebijakan perbaikan menggunakan metode korelasi untuk mengetahui faktor yang berpengaruh terhadap loyalitas pelanggan. Jenis penelitian yang digunakan dalam penelitian ini adalah korelasional. Hasil pengujian analisa jalur (path analysis) menunjukkan bahwa secara parsial dan simultan variabel service quality berpengaruh positif dan signifikan terhadap loyalitas pelanggan dengan nilai thitung<ttabel dan signifikansi<0,05.   PT. Trans Suzuki Sumatera Agung is one of the activity units to support and improve Suzuki's customer service. The problem experienced by the company is the decline in service retention and customer satisfaction index (CSI) for the period 2015 to 2017. Furthermore, the decline is caused by customer complaints about some CSI attributes and has a dissatisfaction percentage above 10%. The CSI attributes referred to are service advisor accuracy, waiting room comfort, dealer cleanliness, ease of entering and leaving the dealer area, fixing service fees, vehicle pickup period, total service time and technician accuracy. This study aims to provide a proposed policy of improvement using the correlation method to determine the factors that influence customer loyalty. This type of research used in this study is correlational. The results of the path analysis test show that partially and simultaneously service quality variables have a positive and significant effect on customer loyalty with a tcount <ttable and significance <0.05.

TANGGAPAN WAJIB PAJAK TERHADAP KUALITAS PELAYANAN DILIHAT DARI TINGKAT KEPENTINGAN DAN KINERJA PADA KANTOR PELAYANAN PAJAK KOTA BOGOR

2018 ◽  
Vol 2 (01) ◽  
pp. 14
Author(s):  
Eddy Supardi
Keyword(s):  
Performance Analysis ◽  
Service Quality ◽  
Descriptive Analysis ◽  
Good Work ◽  
Satisfaction Level ◽  
Quality Service ◽  
Analysis Method ◽  
And Performance ◽  
Personal Tax

The Tax Payer obidience in fulfiling their taxation obligation will be influenced a lot by the satisfaction level toward the service fiscus. The aim of this observation is to know the response of Tax Payer toward service quality through importance and performance. The population which become the object of this observation is the personal Tax Payer registered in Bogor Tax Service Office and the number of respondents taken as the sample are 100 respondents with Slovin formula. The analysis method used is descriptive analysis and importance-performance analysis.   The result of this observation will be able to be used as one of the input to Bogor Tax Service Office in improving the quality service and for the following observation, especially those who take the same object as the observation in order to improve the quality service to the Tax Payer based on the service of its working way which is felt less. Otherwise it is important for The Tax Payer, maintaining the good work or balancing the service quality based on the working way which is evaluated less important by The Taxe Payer, but has been done reasonably well or very well by The Service Office

scholarly journals Analisis kualitas pelayanan bus pariwisata dengan metode service quality dan importance performance analysis

2019 ◽  
Vol 11 (2) ◽  
pp. 144
Author(s):  
Eka Indah Yulistyari ◽  
Chotibul Umam ◽  
M. Reiza Fachrozy
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Analysis Method ◽  
Transportation Services ◽  
Bus Services ◽  
Clear Information ◽  
Bus Transportation

PO. Saztro Holidays is one of the bus transportation services companies in the Serang area that focuses on tourism routes. The purpose of this study is to know the quality of tourism bus services through customer satisfaction and complaints, besides as knowing the importance of priority attributes to be repaired. The methods of collecting data using a questionnaire involving 30 respondents to tourism bus consumers. This study uses the SERVQUAL method (reliability, responsiveness, assurance, empathy, tangible) and Importance Performance Analysis (IPA). The results of the study using the SERVQUAL method obtained an overall gap value of -0.852, which states that the services provided by PO. Saztro Holidays still does not provide satisfaction to consumers. Improvement efforts to increase satisfaction with Tourism bus services using the Importance Performance Analysis method in quadrant I (top priority) using SPSS 19 through a cartesius diagram obtained as many as 13 attributes. The most important attributes that are the main priority in repairs to match the expectations of consumers with the value of the suitability level of 78.04, namely the attributes of the availability of clear information marks.

scholarly journals SERVICE QUALITY ANALYSIS OF TWO OF THE LARGEST RETAIL CHAINS WITH MINIMART CONCEPT IN INDONESIA

2018 ◽  
Vol 19 (0) ◽  
pp. 177-185
Author(s):  
Hendy Tannady ◽  
Filscha Nurprihatin ◽  
Hendy Hartono
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Quality Analysis ◽  
Satisfaction Level ◽  
Quality Service ◽  
Analysis Method ◽  
High Expectations ◽  
Perceived Satisfaction ◽  
Retail Chains ◽  
And Performance

Service quality is important because it makes prices more affordable, and also fulfils customer satisfaction. This bolsters trust for customers, and thereby encourages them to keep buying products at retail stores. This research uses Quality Service Analysis method to understand the gap between customers’ expectations regarding service attributes and their perceived satisfaction level. This study also uses the method of Importance and Performance Analysis to determine an attribute’s category. Therefore, it can determine which priorities should be reinforced to improve customer satisfaction. Through SERVQUAL analysis, there are 10 known attributes of each retailer that has the highest gap score. Through IPA analysis, we know that Alfamart has 7 attributes which warrant serious attention from management. This is due to the high expectations of customers on the indicator, and the fact that the management has not managed well. Meanwhile, Indomaret has 9 attributes that warrant serious attention from management.

Factors Affecting Customer Satisfaction of the Wi–Fi Services

2012 ◽  
Vol 60 (1) ◽  
pp. 57-63
Author(s):  
Nora Muda ◽  
Nur Riza Mohd Suradi
Keyword(s):  
Quality Of Service ◽  
Performance Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Factors Affecting ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Five Factors ◽  
Contrast Analysis

Measuring the quality of service and customer satisfaction is ultimately important for ISPs to remain in business. In order to achieve a good quality of service, understanding the two-way relationship among customers in a variety of patterns of quality of service is crucial. Three methods of analysis namely; Penalty Rewards Contrast Analysis (PRCA), Importance Performance Analysis (IPA) and Customer Satisfaction Index (CSI) were used in the analysis to identify the causes of the main problems that affect the level of customer satisfaction. For the PRCA analysis, factors that were categorized as onedimensional are service quality, promotion, as well as payment of bills of paid Wi-Fi services and the promotional factor of free Wi-Fi services. Based on the IPA results, there were eight attributes for paid Wi-Fi services and four attributes of free Wi-Fi services in the first quadrant. These attributes are important but their performance are low. Therefore, these attributes need to be emphasized further to increase their level of performance. Meanwile, the CSI analysis showed that all five factors are found to be at a good level and being categorized in the indifferent zone. Keywords: Wi-Fi; customer satisfaction Index; penalty reward contrast analysis; important performance analysis Pengukuran kualiti perkhidmatan dan kepuasan pelanggan adalah sangat penting bagi ISP untuk kekal dalam perniagaan. Bagi mencapai kualiti perkhidmatan yang baik, memahami hubungan dua hala di kalangan pelanggan di pelbagai corak kualiti perkhidmatan adalah penting. Tiga kaedah analisis iaitu Analisis Kontras Hukuman Ganjaran (PRCA), Analisis Kepentingan Prestasi (IPA) dan Indeks Kepuasan Pelanggan (CSI) telah digunakan dalam analisis bagi mengukur kepuasan pelanggan untuk mengenal pasti punca masalah utama yang memberi kesan kepada tahap kepuasan pelanggan. Untuk analisis PRCA, faktor-faktor yang telah dikategorikan sebagai satu dimensi adalah faktor kualiti perkhidmatan, kenaikan pangkat, serta pembayaran bil-bil perkhidmatan Wi-Fi berbayar dan faktor promosi perkhidmatan Wi-Fi percuma. Berdasarkan keputusan IPA, terdapat lapan atribut untuk perkhidmatan Wi-Fi berbayar dan empat atribut bagi perkhidmatan Wi-Fi percuma berada dalam kuadran pertama. Atribut-atribut ini didapati penting tetapi prestasi mereka adalah rendah. Oleh itu, atribut-atribut ini perlu diberi penekanan untuk meningkatkan lagi tahap prestasi mereka. Manakala, analisis CSI pula menunjukkan bahawa kesemua lima faktor didapati berada pada tahap yang baik dan yang dikategorikan dalam zon acuh tak acuh. Kata kunci: Wi-Fi; indeks kepuasan pelanggan; analisis kontras penalti ganjaran; analisis kepentingan prestasi

scholarly journals ANALYSIS OF NETWORK SERVICE ACTIVITIES IMPROVEMENT AT PT. ABC

2018 ◽  
Vol 1 (01) ◽  
pp. 25
Author(s):  
Rizki Ahmad Fauzi
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Customer Service ◽  
Service Level ◽  
Network Services ◽  
Analysis Method ◽  
Data Application ◽  
Internet Application ◽  
A Chain ◽  
Stable Network

This research aims to identify a chain of network services that should have to be improved considering to the level of needs and customer service satisfaction. Understanding about the services conditions based on the level of its needs and customer satisfaction requirements, then the company is able to perform the priority of its improvement. This research has identified the sampling taken from ABC’s customers and have implemented the Important Performance Analysis Method. Several factors have been evaluated are as follows: Stable network (non intermitten); Network which has never had problems.; Network which has never had repeated problems;Speed of accessible network is in compliance with the contract.; Data application runs well; Sound/voice application is good;Internet application runs well; Service Level Ability is in compliance with the contract and Guarantee coverage is in compliance with the agreement. Having had research of the aforementioned factors, there are three factors need to be improved as the priority; stable network, network which has never had problem, and network which has never had repeated problem.

scholarly journals ANALISIS KEPUASAN KONSUMEN TERHADAP KUALITAS PRODUK KOPI DAN KUALITAS PELAYANAN MENGGUNAKAN METODE IMPORTANCE PERFOMANCE ANALYSIS (Studi Kasus Di Geo Coffee)

2018 ◽  
Vol 6 (2) ◽  
pp. 147
Author(s):  
Putu Anggi Ranitaswari ◽  
Sri Mulyani ◽  
Cokorda Anom Bayu Sadyasmara
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Consumer Satisfaction ◽  
Sampling Method ◽  
Sweet Taste ◽  
Analysis Method ◽  
Customer Needs ◽  
Level Of Satisfaction

This study aims to determine the attributes that are considered important by consumers in order to achieve customer satisfaction, know the level of satisfaction or level of consumer suitability of products and services in Geo Coffee, and determine the attributes that need to get priority from the company to be improved in order to achieve customer satisfaction . This research was conducted at Geo Coffee. The sample used was 91 respondents using epurposive sampling method. Data were obtained by distributing questionnaires and correspondents directly. This research uses Importance Performance Analysis method. The result of this research shows that attribute with highest level of consumer satisfaction for product quality is characteristic of coffee taste characteristic based on brand cafe with level of matching equal to 101.95%. the attribute with the lowest level of conformity is a constant (stable) coffee taste for each presentation corresponding to a suitability level of 82.52%. Attributes with the highest level of customer satisfaction for service quality is the speed in responding to complaints and customer problems with a level of suitability of 120.34%. The attribute with the lowest level of customer satisfaction for service quality is the waiter providing services and appropriate handling to customer needs with the level of suitability of 80.05%. The attributes that must be prioritized for the product are the constant (stable) coffee taste of each serving and the sweet taste of coffee. The attributes that must get priority for service is the process of making order menu in Geo Coffee done quickly. Keywords: customer satisfaction, Importance Performance Analysis, Geo Coffee

scholarly journals Analisis Kualitas Pelayanan terhadap Kepuasan Penumpang Kereta Api Prameks di Stasiun Klaten

2019 ◽  
Vol 10 (2) ◽  
pp. 73-85
Author(s):  
Tri Widodo ◽  
◽  
Andung Jati Nugroho ◽  
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Service Performance ◽  
Validity And Reliability ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Passenger Satisfaction ◽  
Provision Of Services ◽  
Calculation Results ◽  
Level Of Importance

PT Kereta Api Indonesia provides services to prospective passengers in the provision of services related to the only railway services in Indonesia. In this study aims to determine the extent of the quality of service that has been given by Klaten Station to train passengers. This research was carried out on trainers. The study was conducted by distributing 25 questionnaires to train passengers at Klaten Station. Then tested the validity and reliability, to determine the suitability of the distributed questionnaire, then measured the level of importance with Service Performance, then carried out the calculation of the Customer Satisfaction Index to determine the level of passenger satisfaction, then make a chart Importance Performance Analysis to determine the level of importance and customer satisfaction. The calculation results from Service Performance obtained the value of the suitability level of 44.45% -77.45%, the value of the Customer Satisfaction Index of 61.60% which is included in the Very Poor's criteria or needs to be improved, the Importance Performance Analysis calculation has the highest priority quality attributes namely the attributes number 6, 7, 12, 20, and 21. With the proposed improvements using the Theory Resheniya Izobreatatelskikh Zadatch, that is, increase the number of seats for prospective passengers and introductory. Adding supporting facilities that do not yet exist in the Klaten Station environment, PT KAI will educate Klaten Station officers to be more disciplined and prioritize the best service to customers.

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