Service Excellence managen: Einstieg ins Thema und Überblick über die Beiträge

2022 ◽  
pp. 15-26
Author(s):  
Matthias Gouthier
Keyword(s):  
Service Excellence

PENGARUH BUDAYA, MOTIVASI KERJA DAN KOMPETENSI TERHADAP KINERJA KARYAWAN

2019 ◽  
Vol 5 (1) ◽  
pp. 11-21
Author(s):  
Riza Faizal ◽  
Maman Sulaeman ◽  
Ismayudin Yulizar
Keyword(s):  
Work Motivation ◽  
Employee Performance ◽  
Sampling Technique ◽  
Work Culture ◽  
Work Time ◽  
Work Quality ◽  
Service Excellence ◽  
Positive Effect ◽  
External Motivation ◽  
Culture Work

The aim of this research is to know and to analyze the influence of work culture, work motivation and competency on employee's performance. The Objects are employees of  BJB bank at Ciamis, Garut and Tasikmalaya). The method used is descriptive. The sample was taken by using total sampling technique with total of the samples 89 people. By path analysis, the research found that work motivation with indicators internal and external motivation; work culture with indicators of Service excellence, Professionalism, Integrity, Respect, Intelligence, Trust included in the high category. Work motivation with indicators of internal motivation and external motivation is included in the sufficient category. Competencies with indicators of Work Quality, Cooperation, Responsibility and Quantity of work are included in the sufficient category. Employee performance with indicators of Work Quality, Discipline Behavior, Use of work time and Attendance are included in the sufficient category. There is a partial positive effect and simultaneous work culture, work motivation and competence on employee performance so that the hypothesis is verified. This means that if the strategy which includes work culture, work motivation and competence is increased, the performance of bank employees to Tasikmalaya, Garut and Ciamis will be better.

scholarly journals Pelayanan Prima Perawat Berdasarkan Persepsi Pasien di Ruang Rawat Inap Talaga Bodas (Penyakit Dalam Pria Kelas 3) Rumah Sakit Tingkat II 03.05.01 Dustira Cimahi 2019

2020 ◽  
Vol 5 (1) ◽  
pp. 42-46
Author(s):  
Lilis Rohayani ◽  
Iin Inayah ◽  
Anisa Shofiyani Shoumi ◽  
Andria Pragholapati
Keyword(s):  
Patient Satisfaction ◽  
Service Providers ◽  
Sampling Technique ◽  
Standard Operating Procedure ◽  
Total Sample ◽  
Service Excellence ◽  
Excellent Service ◽  
Questionnaire Method ◽  
Two Stages

ABSTRACT Excellent service is the attitude or way of service providers who play a major role in creating satisfaction for patients, so the hospital's effort to improve the quality of service and patient satisfaction is to implement service excellence. Factors that must be applied by nurses in providing excellent service, including abilities, attitudes, appearance, attention, action and accountability. This study aims to determine the description of excellent service nurses based on patient perceptions in the Talaga Bodas inpatient (Class 3 Male Disease) Kindergarten II Hospital 03.05.01 Dustira Cimahi City in 2019. The study design was an analytic survey. The total sample of 149 respondents using purposive sampling technique with inclusion and exclusion criteria. Data collection was performed using a Likert scale questionnaire method. Analysis of data through two stages, namely univariate to see the frequency distribution. The results showed as many as 80 respondents (53.7%) felt excellent service. It is recommended that each inpatient room has a standard operating procedure standard (SOP) so that all nurses know the steps - good steps to perform excellent service to increase patient satisfaction. Keyword: Service Excellent, Nurse Hospital

scholarly journals PENGARUH SERVICE ENCOUNTER DAN EXPERIENTAL VALUE TERHADAP CUSTOMER SATISFACTION (STUDI KASUS MATAHARI DEPARTMENT STORE MATOS MALANG)

2018 ◽  
Vol 18 (1) ◽  
Author(s):  
Nuri Purwanto
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation Model ◽  
Physical Environment ◽  
Structural Equation ◽  
Department Store ◽  
Equation Model ◽  
Service Encounter ◽  
Purposive Sampling ◽  
Service Excellence ◽  
Personal Interaction

Tujuan penelitian ini adalah untuk mengetahui dan menganalisis pengaruh service encounter terhadap experiental value, serta pengaruh experiental value terhadap customer satisfaction. Responden adalah 115 orang yang pernah melakukan transaksi pembelian di Matahari Department store MATOS Malang minimal 1 kali dalam 1 bulan. Teknik pengambilan sampel mengunakan purposive sampling dan metode analisia data menggunakan Teknik Structural Equation Model. Hasil penelitian ini menemukan: Dari hasil pembahasan yang tertulis di atas, dapat ditarik beberapa kesimpulan yaitu : Personal Interaction Encounters berpengaruh positif dan signifikan terhadap Efficiency, Personal Interaction Encounters berpengaruh positif dan signifikan terhadap Service Excellence, Physical Environment Encounters berpengaruh negatif dan tidak signifikan terhadap Aesthetic, Physical Environment Encounters berpengaruh positif dan signifikan terhdap Playfulnes, Efficiency berpengaruh negatif dan tidak signifikan terhadap Customer Satisfaction, Service Excellence berpengaruh positif dan signifikan terhadap Customer Satisfaction, Aesthetic berpengaruh negatif dan tidak signifikan terhadap Customer Satisfaction dan yang terakhir Playfulnes berpengaruh positif dan tidak signifikan terhadap Customer Satisfaction.

scholarly journals Digital Marketing – A Strategic Platform for Insurers to Target Prospective Customers

2019 ◽  
Vol 8 (4S3) ◽  
pp. 74-76
Keyword(s):  
Mobile Apps ◽  
Cost Savings ◽  
Digital Marketing ◽  
Access To Information ◽  
Service Excellence ◽  
Advertising Strategy ◽  
Online Tools ◽  
Business To Consumer ◽  
Business To Business ◽  
Digital Channels

Digital marketing is intensifying in India with rapid velocity. Many Indian insurers are now migrating from conventional marketing to digital marketing for competing with one another. Digital marketing refers to the advertising strategy through digital channels such as search engines (google, bing, yahoo), social media (facebook), email, SMS and mobile apps. Digital marketing can also be referred as the use of ICT that provide access to information through telecommunications. This includes the world wide web, wired and wireless networks, mobile phones and other communication mediumsDigital marketing includes both Business to Consumer (B2C) and Business-to-Business (B2B) services For businesses, digital marketing helps in cost savings, increase opportunities and promote conveniences. The choices are more for the customers in how they compare, pay, interact and avail various services.It is always a challenge for the insures in marketing their products as it involves speaking with uncertainties which many people refuses to discuss. When the insures opt for digital marketing, through interactive and customized online tools, enable the prospective customers to primarily identify their risk and decide either they can retain or transfer their risk. Also the prospective customers can calculate the consideration called premium to be paid by them. Through the digital platform, the insurers can concentrate on service excellence.

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