scholarly journals Penerapan Metode Preference Selection Index Dalam Pemilihan Teller Terbaik

2020 ◽  
Vol 2 (2) ◽  
pp. 127-134
Author(s):  
Muhammad Rizki ◽  
Garuda Ginting
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Service Sector ◽  
Selection Index ◽  
Quality Characteristics ◽  
Good Service ◽  
Improve Service Quality ◽  
Psi Method ◽  
Selection Of

In the era of globalization which is laden with competition, good service quality is a concern for companies that want to continue to exist, especially companies in the service sector such as banks in Indonesia. Institutions with low service quality will be less desirable or even abandoned by customers. Therefore, identification of service quality characteristics is needed in an effort to improve service quality. One of them is the teller who plays the most important role in customer service. Of course the selection of the best tellers must be done as well as possible. Based on these problems, the PSI method used in this study is to determine the teller by considering aspects of the determination that has been determined by the Bank. The aspects of determination which are the basis of determination by the Bank in determining the best teller are attitude, skill and appearance. By using the PSI method it is expected to be able to assist the leadership of the CIMB Niaga Bank in determining the teller process so that it is faster and more effective. Become a reference for research related to the Bank.

scholarly journals Factors affecting service quality at Vietnamese retail banks

2018 ◽  
Vol 13 (2) ◽  
pp. 39-48
Author(s):  
Tran Phi Hoang
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Service ◽  
Sustainable Growth ◽  
Important Lesson ◽  
Group Discussions ◽  
Factors Affecting ◽  
Improve Service Quality ◽  
Retail Banks ◽  
Loyal Customers

Sustainable growth and development can be the most important lesson that banks have learned in recent decades. Banks would gain many benefits, win the competition and develop sustainably if there have been more and more loyal customers. Customer satisfaction will help build customer loyalty. In order to have loyal customers, service quality must be good. Quality customer service of the bank is to ensure customer satisfaction and take their needs into consideration to improve service quality. High customer service quality will generate value not only to meet customer needs but also the expectations of customers and make banks more prominent than their competitors. This study identifies factors that affect customer satisfaction with the service quality at Vietnamese retail banks. The results are obtained by qualitative and quantitative method. The research model with a questionnaire consisting of 22 variables, 5 scales for a survey of 554 customers, is identified and developed through interviews with experts and group discussions. The findings show that customer satisfaction with the service quality at retail banks is influenced by “reliability”, “responsiveness”, “empathy”, “security”, and “tangibles”. Based on the findings, solutions for improving service quality are proposed for Vietnamese retail banks.

scholarly journals Interlinking Service Delivery Innovation And Service Quality: A Conceptual Framework

2015 ◽  
Vol 31 (5) ◽  
pp. 1807 ◽  
Author(s):  
Arif Mohammad Arshad ◽  
Qin Su
Keyword(s):  
Service Quality ◽  
Service Delivery ◽  
Conceptual Framework ◽  
Customer Service ◽  
Service Organizations ◽  
Antecedents And Consequences ◽  
Improve Service Quality ◽  
The Relationship ◽  
Service Managers

The purpose of writing this paper is to present the relationship between service delivery innovation and service quality in service organizations and to establish a research conceptual framework about this relationship. There are few studies that illustrate the relationship between service delivery innovation and its impact on service quality. This paper theoretically examines the antecedents and consequences of service delivery innovation and its influence on service quality. Authors suggest that customer service is an important mediator between service delivery innovation and service quality which affects the service quality of a firm. The recommended framework and its relationships with service quality present practical guidance for service managers to observe their service delivery in an effort to improve service quality by delivering superior customer service for their customers in a distinctive manner that leads to enhances firms competitiveness.

scholarly journals A comparative study on customers perception on service quality in cooperative and nationalized banking sector with reference to coimbatore district in tamil nadu

2014 ◽  
Vol 1 (3) ◽  
pp. 170-190
Author(s):  
Velanganni V
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Tamil Nadu ◽  
Business Performance ◽  
Service Sector ◽  
Banking Sector ◽  
Research Question ◽  
Financial System ◽  
Economic Transformation ◽  
Marketing Service

Financial system is the most important institutional and functional vehicle for the economic transformation in the country. Banking sector is reckoned as the hub and barometer of the financial system. As a pillar of the economy, this sector plays a predominant role in the economic development of the country. The banking sector is considered as growth facilitator. In recent years, the banking industry around the world has been undergoing a rapid transformation.As India is moving towards a service economy marketers require knowing more about marketing service product. Service has increasingly assumed a vital position in the Indian Economy. There is a prospective market for services and increasing supremacy of services in economies contribution of service sector have drawn growing attention to the issues of the service sector.Quality has been recognized as a strategic tool for attaining efficiency and improved business performance. This paper includes the review of literature on service quality and behaviour intension and discussed in relation to each of the research question. The paper concludes with a summary and description of implication of the findings. The research has examined the customer service in banking sector in this paper under three major headings, viz.,pre sale service , product features, office services, Behavioural Response, post sale services and with regard to satisfaction on service quality on people, physical evidence and processes.

scholarly journals Satisfaction Determinants of Airlines Industry in Malaysia

2020 ◽  
Vol 15 (2) ◽  
pp. 87-100
Author(s):  
Mohd Remie Mohd Johan ◽  
Nusyamilah Annuar ◽  
Jechonias Sushant Joseph ◽  
Sonika Kalai Kumar
Keyword(s):  
Decision Making ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Service ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Positive Contribution ◽  
Selection Of

This study provides detailed information on customer satisfaction and decision making on choosing a full-service airline in Malaysia based on the number of complaints lodged to MAVCOM. To ensure the study was done with zero-errors, the information stated in this investigation were acquired from a targeted audience which has travelled for leisure purposes only to both domestic and international destinations. This study gives the airlines and edge to refine their customer service and to scrutinize their operations to avoid giving a chance to passenger to choose an alternate airline in Malaysia to suit their itinerary due to the failure in rectifying the inability in providing convenience towards their customers. The results found that service quality, price, reliability (timeliness) and customer relationship management has a significant and positive contribution towards passenger selection of a full-service carrier in Malaysia.

A Selection of Optimal Electrical Energy Equipment Using Integrated Multi Criteria Decision Making Methodology

2013 ◽  
Vol 2 (1) ◽  
pp. 101-116 ◽  
Author(s):  
K. D. Maniya ◽  
M. G. Bhatt
Keyword(s):  
Decision Making ◽  
Selection Index ◽  
Electrical Energy ◽  
Multi Criteria Decision Making ◽  
Potential Applicability ◽  
Is Integration ◽  
Methods Analytical ◽  
Psi Method ◽  
Energy Equipment ◽  
Selection Of

A selection of optimal electrical energy equipment provides the better energy economics in terms of saving in energy or fully utilization of energy, saving in running cost and also provides the better human comfort. Hence, in the present work integrated multi criteria decision making methodology is presented for selection of appropriate electrical energy equipment. The proposed methodology is integration two diverse multi criteria decision making methods; Analytical hierarchy (AHP) and Preference selection index (PSI) method. In the proposed methodology, integrated normalized selection index is computed for every electrical energy equipments and based on it all the electrical energy equipments are ranked and appropriate electrical energy equipment is selected for a given application. Finally, a simple case study is demonstrated to validate the proposed methodology and its potential applicability for real cases.

scholarly journals Integration of CSI, Airqual, IPA, and PGCV to Determine Prioritisation of Service Quality on JTA Airlines

2021 ◽  
Vol 11 (1) ◽  
pp. 14-19
Author(s):  
Muhammad Ilham Adelino ◽  
Meldia Fitri
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Service ◽  
Low Cost ◽  
Flight Delays ◽  
Customer Complaints ◽  
Improve Service Quality ◽  
Service Priority

The quality of service on low-cost airlines is something that is often questioned by passengers. The purpose of this study is to identify and determine service priority factors to improve service quality on JTA Airlines using the integration of the CSI, AIRQUAL, IPA, and PGCV methods. The results obtained are the level of customer satisfaction at 65.5% and there is still a difference (gap) between expectations and experience. Priority factors are the departure and arrival of aircraft on time, fast and appropriate handling of flight delays, clear compensation procedures, clear and easy-to-understand customer service complaint information, staff and cabin crew more responsive in handling customer complaints, always ready to provide maximum service to passengers, and pay more attention to the age of the aircraft.

SISTEM PENDUKUNG KEPUTUSAN PEMILIHAN SUPERVISOR TERBAIK PADA BAGIAN PERENCANAAN PT. PLN (PERSERO) AREA MEDAN MENERAPKAN PREFERENCE SELECTION INDEX

2018 ◽  
Vol 2 (1) ◽  
Author(s):  
Mesran Mesran ◽  
Nurul Huda ◽  
Siti Nurhabibah Hutagalung ◽  
Khasanah Khasanah ◽  
Akbar Iskandar
Keyword(s):  
Decision Making ◽  
Selection Index ◽  
Decision Makers ◽  
Index Method ◽  
Attribute Weights ◽  
The Many ◽  
Psi Method ◽  
A Company ◽  
Selection Of ◽  
Proper Consideration

Every company carries out functions contained in management, the company must have a well-defined plan. The existence of a plan in a company is very influential on the performance process in the period of dependence to obtain good management results, therefore managers in the company must be able to master the whole of the existing management functions.Problems faced by PT. PLN (Persero) The current Medan Area is the absence of a supervisor selection program that uses measurements based on aspects and criteria that are absolutely set by the company. However, with the many criteria needed to become a supervisor, decision makers must be observant in choosing prospective replacement supervisors who will fill supervisor positions in their companies.The Preference Selection Index method generates a ranking of the selection of an object with the success of the best index up to poor. This method is useful when there are conflicts in determining the relative importance between attributes. In the PSI method, the results are obtained with minimal and simple calculations as they are based on statistical concepts without the need for attribute weights. With proper consideration, this method can be one of the tools for specific selection in decision-making systems, especially the selection of the best planning supervisors. The choice of the best supervisor planning taken as a basis for decision making, must use criteria that can be defined clearly and objectivelyKeywords: Supervisor, Decision, Planning

scholarly journals UPAYA RUMAH MAKAN PADANG DALAM MENCIPTAKAN KEPUASAN PELANGGAN

2018 ◽  
Author(s):  
ARSYI KHARISMA ◽  
Prima Sukmadianti Putri
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Service Sector ◽  
Quality Of Services ◽  
Good Service ◽  
Services Sector ◽  
Quality Dimension ◽  
The City

The rapid growth of the services sector in the service sector is often followed by the low quality of services provided. Many consumers complain about the low quality of services they receive, this is because many companies engaged in services that do not understand about the importance of customer satisfaction. Based on the condition of the field, the researcher wants to know the quality of service that influence the satisfaction of the consumer. The service or service given is based on the service quality dimension consisting of responsiveness, reliability, assurance, empathy and physical evidence. This research is trying to lift Rumah Makan Padang Sabana Murah which located on Jl. Nologaten, Depok, Sleman, Yogyakarta because this restaurant is one of the companies engaged in services that prioritize customer satisfaction, Rumah Makan Padang can represent one of many great Rumah Makan Padang that have good service quality that exist in the city of Yogyakarta and the interest of customers about Padang’s Cuisine in terms of quality of service is quite good and friendly and associated with customer satisfaction.The purpose of this research is to know the efforts which made especially in Rumah Makan Padang in order to create satisfaction of customers

Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Tabungan Britama Pada Bank BRI Cabang Fatmawati

Liquidity ◽  
2018 ◽  
Vol 1 (1) ◽  
pp. 72-80
Author(s):  
Viva Faronika ◽  
Asriyal Asriyal
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Acceptable Level ◽  
Level Of Service ◽  
Level Of Satisfaction ◽  
Service Policies ◽  
Improve Service Quality ◽  
Relationship Of

If the customer is greater than acceptable level of service, the cutomer is not satisfied. Conversely, if an acceptable level of service greater than the expectations of customers, the customer will be satisfied. This means that if Bank BRI branch Fatmawati can improve service quality to its customer it will affect the level of satisfaction. In this research found evidence that, in terms of the creation of quality services, Bank BRI branch Fatmawati is one of the branches that participate to implement the established policies and service in accordance with the exiting service standard in the banking world. Amount of influence the determination of quality of service policies applied by the Bank BRI branch Fatmawati indicated by r2. r2 value only 45 % and the rest 55 % influenced by other variables not studied. Meanwhile, the variable relationship of service quality to customer satisfaction can be seen from the values r = 0,67. This shows the value of the correlation coefficient between the variables of service quality to customer satisfaction. This means there are strong relationships between the independent variable X (quality of service) to the dependent variable Y (customer satisfaction). Since r = 0,67 (67 %) greater then 50 %.

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

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