scholarly journals Analysis of Service Delivery System Using Markov Chain Approach and M/G/1 Queuing Systems

2015 ◽  
Vol 8 (1) ◽  
pp. 1-9
Author(s):  
Mohammad M. Hamasha ◽  
Elhassan Elsaadi ◽  
Yamen Hassonah ◽  
Loai Maghrabi ◽  
Hatan Alamudi
Keyword(s):  
Markov Chain ◽  
Service Delivery ◽  
Delivery System ◽  
Queuing Systems ◽  
Service Delivery System ◽  
Markov Chain Approach

Pengaruh Service Delivery System Terhadap Loyalitas Nasabah Penabung Suatu Survey Pada Bank Rakyat Indonesia Cabang Palembang)

2018 ◽  
Vol 16 (2) ◽  
pp. 90
Author(s):  
Rohmial Rohmial
Keyword(s):  
Service Delivery ◽  
Delivery System ◽  
Customer Loyalty ◽  
Simple Random Sampling ◽  
Matrix Analysis ◽  
Survey Method ◽  
Service Delivery System ◽  
Physical Support ◽  
Dependent Variables ◽  
Contact Personnel

The objective of this study are : 1) the application of service delivery system that can be applied by Bank Goveerment in Palembang, 2) the influence of physical support on customers, 3) the influence of contact personnel on loyalty of the customers of Bank Goverment in Palembang, 4) the influence of service delivery system on customer loyalty at Bank Goverment in Palembang. This study is done by survey method so as to describe the response from respondents. The samples are taken by using simple random sampling with 100 respondents. The instruments are observation, quesionares and interview, the data analysis is done by using descriptive and matrix analysis. The results of this research shows that all independent variables (physical support and contact personnel) significantly and positively influence the dependent variables (loyalty of the customers).

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