scholarly journals Description of the Satisfaction Level of Training Participants on Service In Batam Health National Training Centre, Indonesia

2020 ◽  
Vol 2 (1) ◽  
pp. 153-161
Author(s):  
Supriyono ◽  
Sriyatun
Keyword(s):  
Customer Satisfaction ◽  
Teaching And Learning ◽  
Health Agency ◽  
Service Level ◽  
Community Satisfaction ◽  
Training Centre ◽  
Health Training ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
National Training

This study aims to describe the level of satisfaction of trainees towards services in Batam health training using the customer satisfaction index (CSI) and the community satisfaction index (IKM). The population in this study were all trainees who used services in Batam health training. The sample in this study was saturated, where all participants were taken as samples, with 374 respondents. Data collection methods used were questionnaires or questionnaires. The results showed that the customer satisfaction index reached 0.94 was very satisfied, with the highest IKP in learning facilities services and the desire of respondents to recommend the Batam Health Agency to friends and colleagues reached 0.96% and the lowest service level of teaching and learning activities reached 0.88%. While the index of community satisfaction reached a value of 70.21 B, the predicate of the performance of service units in the Batam Health Agency is good. Overall the trainees felt very satisfied.

scholarly journals Customer Service Mechanism Analysis At Bank Bjb Branch Of Tangerang City

2021 ◽  
Vol 19 (1) ◽  
pp. 126
Author(s):  
Rachmat Gustiana ◽  
Mustofa Mustofa ◽  
Beby Pebri Nurjaman
Keyword(s):  
Customer Satisfaction ◽  
Customer Service ◽  
Service Level ◽  
Level Of Service ◽  
Mechanism Analysis ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
A Value ◽  
Index Analysis ◽  
Index Value

This study aims to explain the service mechanism at Bank BJB, Tangerang City Branch to its customers. The research objective was to explain the service level and customer satisfaction index value of the Bank BJB Branch of Tangerang City. The research method used is quantitative method with descriptive type. To measure the level of service used Likert scale analysis and to measure customer satisfaction used customer satisfaction index analysis. The results showed that the research hypothesis can be accepted, with a service level of 70.52%, which is above the critical value of acceptance of hi potesis by 60%. The results of the customer satisfaction index analysis resulted in a value of 89.53 which was included in the service class category A class which indicated that the services provided by the Bank BJB Branch of Tangerang City were very good.

scholarly journals Customer Satisfaction Analysis Based On SERVQUAL Method to Determine Service Level of Academic Information Systems on Higher Education

2020 ◽  
Vol 6 (2) ◽  
Author(s):  
I Gusti Putu Asto Buditjahjanto
Keyword(s):  
Higher Education ◽  
Information System ◽  
Information Systems ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Service Level ◽  
Quality Level ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Academic Information

Higher education institutions such as universities or institutes that create graduate students with high qualifications must be able to provide the best services to their stakeholders. One kind of higher education service is academic information system services. The service quality level of the academic information system in a university can be decided by measuring the level of users’ perception and the level of users’ expectations that can be fulfilled. As an organization that offers academic information system services, the university must be able to measure the level of academic information system services as an approach to ensure the quality of services. This study aims to determine the level of customer satisfaction index in terms of service of higher education academic information systems using the service quality method. The service quality method is used to identify academic information system services that are analyzed based on the service quality dimensions. The results show that the value of the customer satisfaction index is 77.37% which refers to the satisfied category.

scholarly journals PENGUKURAN INDEKS KEPUASAN MASYARAKAT (IKM) PELAYANAN KESEHATAN DI PUSKESMAS KABUPATEN HULU SUNGAI UTARA

2018 ◽  
Vol 6 (2) ◽  
pp. 189
Author(s):  
Dedie Fahamsyah
Keyword(s):  
Public Health ◽  
Customer Satisfaction ◽  
Health Center ◽  
Information Service ◽  
Health Centers ◽  
Community Satisfaction ◽  
Waiting Room ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Service Information

Background: To know people's judgment of the services provided by Hulu Sungai Utara public health center (puskesmas) to the public, there should be a measure of the level of people’s satisfaction with health services.Aims: The purpose of this study was to measure the peoples’s satisfaction based on Permenpan RB number 16 in 2014 and measure peoples’s satisfaction based on the Customer Satisfaction Index (CSIndex).Method: This study was observational. There were 13 health centers in Hulu Sungai Utara analyzed. The sample was 450 people who used health services in Hulu Sungai Utara public health centers.Results: The first analysis used the data by Permenpan RB No. 16 of 2014, and the second used the Customer Satisfaction Index (CSIndex). The results of this research based Permenpan number 16 of 2014 found all public health centers in Hulu Sungai Utara had a value of community satisfaction index in either category. By usingCSIndex, it was found that the entire public health centers had a high satisfaction.Conclusions: It can be concluded that the value of Community Satisfaction Index in all public health centres was rather satisfied. Some reconstruction for supporting facilities, such as clean toilet, comfortable and clean waiting room, service information, service flow, management improvement, and product marketing should be done.Keywords: CSIndeks, Community Satisfaction Index, Permenpan, Health Center

Analysis of the Importance Degree and Performance of Internet Service Providers in Makassar City

2019 ◽  
Vol 10 (2) ◽  
pp. 168-177
Author(s):  
Haerdiansyah Syahnur ◽  
Jafar Basalamah
Keyword(s):  
Customer Satisfaction ◽  
Gap Analysis ◽  
Service Providers ◽  
Customer Management ◽  
Quadrant Analysis ◽  
Internet Service Providers ◽  
Internet Service ◽  
Actual Performance ◽  
Satisfaction Index ◽  
Customer Satisfaction Index

This study aimed to analyze the customer experience seen from the level of actual performance and the level of importance of services provided by internet service providers PT. XYZ in Makassar City. Variables and attributes issued by TM Forum GB 912 consisting of Customer Management, Fulfillment, Assurance, and Billing, are used to analyze the performance provided by customer service in the field. The analysis technique will be carried out using the Importance Performance Analysis and Customer Satisfaction Index consisting of quadrant analysis and gap analysis used to investigate customer satisfaction and identify variables whose performance is deemed to need improvement. Data were collected using a platform-based questionnaire application from 100 respondents selected using random sampling techniques. The results showed that customers were satisfied with the performance and quality of services provided. The customer satisfaction index value obtained by CSI analysis shows a value of 82.006%. In conclusion, that the Fulfillment variable is a service variable that is considered the most important customer and requires improvement because its performance is still relatively low. While the variables considered good and need to be maintained are the Billing variable. Other service variables are sorted based on priority of improvement in a row, namely Fulfillment, Customer Management, and Assurance.

The effect of quality service on costumer satisfaction in Bitung Oceanic Fishing Port, Indonesia

2016 ◽  
Vol 4 (1) ◽  
pp. 11
Author(s):  
Recky Pangemanan ◽  
Effendi P. Sitanggang ◽  
Jardie A. Andaki
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Quantitative Methods ◽  
Gap Analysis ◽  
Document Preparation ◽  
Clean Water ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Fish Catch ◽  
Supply Equipment

Title (Bahasa Indonesia): Pengaruh kualitas layanan terhadap kepuasan pengguna jasa di Pelabuhan Perikanan Samudera (PPS) Bitung, Indonesia This study evaluates the effect of service quality on the service users’ utilization in the Ocean Fisheries Port (OFP) of Bitung, Indonesia. It employed 3 quantitative methods,Customer Satisfaction Index (CSI), Importance Performance Analysis and Gap Analysis. From 14 services, there were 13 services categorized as satisfactory services. It means that Ocean Fisheries Port of Bitung has performed well in most of its functions. The unsatisfactory one was clean water service. To increase the users’ level of satisfaction in the OFP of Bitung, improvement needs to be done in the services of ship arrival and departure document preparation, fishing vessel log book inspection, recommendation for subsidized fuel use, fish catch certification, port hygiene, entrance ticket, information building rental, electricity, clean water supply, equipment rental, and mooring. Penelitian tentang pengaruh kualitas layanan terhadap kepuasan pengguna jasa di Pelabuhan Perikanan Samudera (PPS) Bitung, Indonesia, telah dilakukan. Dengan mengunakan 3 metode kuantitatif, yaitu Customer Satisfaction Index (CSI), Importance Performance Analysis dan Gap Analisis, didapat hasil sebagai berikut: dari 14 layanan, terdapat 13 layanan yang mendapatkan predikat puas meskipun tidak ada yang sangat memuaskan. Ini dapat diartikan, bahwa PPS Bitung telah melakukan tugas pokok dan fungsinya dengan baik. Hanya ada satu pelayanan yang kurang memuaskan, yaitu pelayanan air bersih. Untuk meningkatkan kepuasan pengguna jasa/stakeholder di PPS Bitung, maka perbaikan perlu dilakukan terhadap pelayanan persiapan dokumen kedatangan dan keberangkatan kapal, log book penangkapan ikan, rekomendasi bahan bakar minyak solar subsidi, sertifikat hasil tangkapan ikan, kebersihan kolam pelabuhan dan kebersihan pelabuhan, pas masuk, sewa lahan bangunan informasi, jasa listrik, jasa air bersih, sewa peralatan, dan tambat labuh.

Universal structure modeling approach to customer satisfaction index

2013 ◽  
Vol 113 (7) ◽  
pp. 932-949 ◽  
Author(s):  
Ali Turkyilmaz ◽  
Asil Oztekin ◽  
Selim Zaim ◽  
Omer Fahrettin Demirel
Keyword(s):  
Customer Satisfaction ◽  
Structure Modeling ◽  
Satisfaction Index ◽  
Modeling Approach ◽  
Customer Satisfaction Index ◽  
Universal Structure

scholarly journals Analysis of customer satisfaction in hospital by using Importance-Performance Analysis (IPA) and Customer Satisfaction Index (CSI)

2018 ◽  
Vol 154 ◽  
pp. 01098
Author(s):  
Vembri Noor Helia ◽  
Cahya Putra Abdurrahman ◽  
Fety Ilma Rahmillah
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Hospital Staff ◽  
Quality Of Services ◽  
Referral Centre ◽  
Major Health ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Multi Disciplinary Team

As a major health referral centre, the hospital demanded to provide comprehensive services provided by a multi-disciplinary team according to the needs of patient. In the expansion of a growing number of hospitals in Yogyakarta especially Sleman area where retreat acquire customers even more stringent, it is necessary to increase the quality of services. There are five determinants of service quality namely: reliability, responsiveness, assurance, empathy, and tangible. Collecting data is done by observation and distributing questionnaires to 70 respondents, and Importance-Performance Analysis and Customer Satisfaction Index are used to determine satisfaction level of outpatients. As a results, six out of twenty attributes need improvement, namely: a) The condition of the hospital is clean, comfortable and tidy; b) Guidance and information boards poly is easy to see and read; c) The ease and accuracy of obtaining information for patients (referrals, lab results, etc.); d) The hospital staff has a quick response to the needs of patients; e) Attention physicians in managing patients and willingness to provide a particular time for consultation; and f) The prescribed medication is suitable and safe. It is known that the value of CSI by 76% means the service is not satisfied the patient.

An approach to setting up a national customer satisfaction index: the Jordan case study

2011 ◽  
Vol 38 (9) ◽  
pp. 1977-1993 ◽  
Author(s):  
Amjad D. Al-Nasser ◽  
Mohammad Y. Al-Rawwash ◽  
Anas S. Alakhras
Keyword(s):  
Customer Satisfaction ◽  
Satisfaction Index ◽  
Customer Satisfaction Index

ANALISIS KEPUASAN KONSUMEN TERHADAP KERUPUK SAGU DI DESA PASAR BARU, KECAMATAN PANGEAN, KABUPATEN KUANTAN SINGINGI

2018 ◽  
Vol 1 (2) ◽  
Author(s):  
Adji Baniyoso ◽  
Chezy WM Vermila ◽  
Nariman Hadi
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Satisfaction Index ◽  
Customer Satisfaction Index

Penelitian ini dilaksanakan selama enam bulan yang dimulai pada bulan Februari sampai bulan Juli 2018 di Desa Pasar Baru Kecamatan Pangean Kabupaten Kuantan Singingi dengan tujuan untuk mengetahui tingkat kepuasan konsumen terhadap Kerupuk Sagu di Desa Pasar Baru Kecamatan Pangean Kabupaten Kuantan Singingi. Untuk menganalisis data digunakan Metode Deskriptif, Metode Importance Performance Analysis (IPA) dan Metode Customer Satisfaction Index (CSI). Hasil penelitian menunujkan bahwa karakteristik umum responden sebagian besar berusia 36-50 tahun, berjenis kelamin laki-laki dan perempuan. Sebagian besar responden adalah lulusan Sarjana (S1), berprofesi sebagai pegawai swasta dan pendapatan rumah tangga responden per bulan berkisar antara Rp. 1.500.000-2.000.000,-. Berdasarkan hasil penelitian nilai Customer Satisfaction Index (CSI) adalah 0,5213 atau tingkat kepuasan konsumen berada pada angka 52,13 persen yang berada pada kriteria puas. Dengan demikian, keseluruhan atribut kerupuk sagu telah memuaskan konsumennya. Kata Kunci : Kerupuk Sagu, IPA, CSI, Kepuasan Konsumen

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