scholarly journals Customers’ Satisfaction that Influences Business Bank Growth (Study Case of an Indonisian Bank)

2020 ◽  
pp. 7-12
Author(s):  
Bernard Hasibuan
Keyword(s):  
Service Quality ◽  
Rural Areas ◽  
Customer Value ◽  
Quality Attributes ◽  
Customer Relationship ◽  
Service Improvement ◽  
Managerial Implication ◽  
Governmental Organization ◽  
Potential Gain ◽  
Customer Services

The existence of Rural Banks (BPR) in assisting the development and economic progress of the community, especially in rural areas is very important. The purpose of this article is to examine and analyze impact customer’s satisfaction tobusiness bank growth of conventional rural banks in West Sumatra. The studied Indonesian Bank (Code: X) is a regional bank, formed by a non-governmental organization that is experiencing very rapid growth. Customers’ satisfaction will be achieved if the quality of services provided is in accordance with their needs. Therefore, it is necessary to know the value of the level of customers’ satisfaction with service facilities, priority service improvement can be done through the Potential Gain Customer Value Index. The methods used were the servqual method and the PGCV (Potential Gain Customer Value). The servqual method aimed to see the service quality attributes that need to be improved, and the PGCV method aimed to complete the analysis results of servqual by determining the priority of improvements that had to be done based on the PGCV index. Based on the analysis results, there were two service quality attributes that became the improvements priority, namely the Affordable Credit Interest with the score gap of -1.35, and the Professional Survey Teams with the score gap of -0.57. The PGCV index analysis showed the results with the first improvement proposal, namely the Affordable Credit Interest with the PGGV index of 7.47.Managerial implication of this study is understanding for the bank managers that customer is not merely a customer, they are more then what a banking industry thinks. So they need to understand the factors like service quality, customer services, employee behavior, prompt services, customer relationship management which significantly contribute in customer satisfaction.

scholarly journals Tourists Perception Towards Tourist Satisfaction in Pangandaran Beach, West Java, Indonesia

2019 ◽  
pp. 1-9
Author(s):  
Lisa Ratnasari ◽  
Bernard Hasibuan ◽  
Ninin Gusdini
Keyword(s):  
Service Quality ◽  
Customer Value ◽  
Information Service ◽  
Quality Attributes ◽  
West Java ◽  
Tourist Destinations ◽  
Tourist Satisfaction ◽  
Potential Gain ◽  
Beach Tourism

Pangandaran Regency has quite diverse tourist destinations ranging from beach tourism, cave tourism, cultural tourism and others. Pangandaran Beach is one of the tourist destinations in the Regency of Pangandaran, West Java, from sources of the Tourism Office and Pangandaran Culture it can be seen that the level of tourist visits to Pangandaran Beach from 2016 to 2017 has decreased for international tourists while experiencing an increase for domestic tourists. Therefore, it is necessary to conduct research aimed to determine the perceptions of tourists to improve the quality of management services in Pangandaran Beach tourist destination. The method used is the servqual method and PGCV (Potential Gain Customer Value). The servqual method aims to see the service quality attributes that need to be improved and the PGCV method aims to complete the analysis results of servqual by determining the priority of improvements that must be done based on the PGCV index. Based on the results of the analysis, there are 5 service quality attributes that need to be improved, such as attractions displayed, providing updated information about upcoming events, integrated information service center on children and lost items, sound notification of danger in the coastal area and the availability of integrated service posts around the beach.

scholarly journals PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN, NILAI, KEPERCAYAAN DAN LOYALITAS PELANGGAN RUMAH TANGGA PADA PERUSAHAAN DAERAH AIR MINUM KOTA KENDARI

2018 ◽  
Vol 1 (1) ◽  
pp. 28
Author(s):  
Abdul Kadir ◽  
Muhammad Basri ◽  
Rodi Rodi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Customer Value ◽  
Structural Equation ◽  
Service Improvement ◽  
Value Addition ◽  
Mediating Role ◽  
Equation Modelling ◽  
Customer Trust

This study aims to determine the effect of service quality on customer loyalty mediated by Customer satisfaction and customer value addition, it also examines, the effect of service quality on customer satisfaction, which is mediated by the effect of customer value and customer satisfaction and customer value on customer loyalty mediated by trust. The population in this study are household customers in Kendari who use the services of PDAM for 17,607 households spread are over 10 (ten) districts. The samples in this study are 391 household customers are taken with a precision of 5 % Data Collection techniques utility questionnaire. Data are analyzed by using. Structural Equation Modelling (SEM) with the help of the program, some of the important findings in this study are : (1) better service improvement of Kendari  Regional causes trust, (2) customer loyalty improvement is also achievable of the provided service is able to enhance customer value. Besides, this research also proves that trust has a mediating role between satisfaction and loyalty of our customers as well as between customer value and loyalty.Keywords: service quality, customer satisfaction, customer value, customer trust and customer loyalty.

Customer Satisfaction Contrasts: Express Versus Local Bus Service in Chicago's North Corridor

1998 ◽  
Vol 1618 (1) ◽  
pp. 143-152 ◽  
Author(s):  
Peter J. Foote ◽  
Darwin G. Stuart
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Survey Methodology ◽  
Quality Attributes ◽  
Service Improvement ◽  
Time Performance ◽  
The North ◽  
Bus Service ◽  
Satisfaction Surveys

Results of customer satisfaction surveys conducted for five express and two local Chicago Transit Authority bus routes serving Chicago’s North Corridor are presented. More than 4,000 surveys were returned from bus routes typically carrying more than 58,000 daily riders. Survey respondents were asked to proceed through a list of 10 service quality attributes, first indicating how satisfied they were with that service aspect and, second, rating the importance of that service feature to them. Both local and express bus riders were most satisfied with safety from crime and driver courtesy. They were both least satisfied with ability to find a seat and on-time performance at their stop. Four service features were also together rated highest in importance by both rider types: safety from crime, reach destination quickly, on time at stop, and frequency of buses. By further matching satisfaction against importance scores, the highest priority for ongoing bus service improvement in the North Corridor was assigned to better on-time performance and frequency of bus service. Customer satisfaction components of a customer loyalty index were also analyzed. On-board survey methodology conclusions regarding the ability of survey respondents to complete both importance and satisfaction components on both express and local bus routes with surveyor prompting are also presented.

scholarly journals ANALISIS CUSTOMER RELATIONSHIP MANAGEMENT DAN SERVICE QUALITY TERHADAP CUSTOMER VALUE MELALUI CUSTOMER SATISFACTION PADA BANK PEMERINTAH DI SURABAYA

2010 ◽  
Vol 6 (3) ◽  
Author(s):  
A.M. Kusnadi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Relationship Management ◽  
Customer Value ◽  
Structural Equation ◽  
Relationship Management ◽  
Sampling Technique ◽  
Customer Relationship ◽  
Equation Modeling ◽  
Minimum Criteria

The aim of this study was to know and analyze : (1) Influence of customer relationship management  on Customer Satisfaction, (2) Influence of customer management on Customer Value , (3) Influence of service quality on Customer Satisfaction , (4) Influence of service quality on customer value, (5) Influence of Customer Satisfaction  on Customer Value , (6) Influences of customer relationship management  and service quality on Customer Value  through Customer Satisfaction, (7) Influence of customer relationship management  on Customer Value  through Customer Satisfaction , (8) Influence of service quality on customer value through customer satisfaction, (9) Influence of service quality  on customer relationship management .            The population in this study involved all customers of  current account, saving, and time deposit in Surabaya, with minimum criteria of 3 (three) months being  customers. Accidental sampling technique was used in this research and 400 customers were obtained. Structural equation modeling (SEM) was used  as analysis technique  by using AMOS 4.01 software.            The result of this study showed that customer analysis management and service quality provided significant influences on customer value through Customer Satisfaction in state banks in Surabaya  Keywords:  Customer    relationship    management,    service    quality,    Customer Satisfaction ,  value.

scholarly journals Rural communities' perception of and willingness to pay for wastewater and stormwater management infrastructure in Bihar, India

2020 ◽  
Vol 10 (1) ◽  
pp. 36-47
Author(s):  
Mohammad Rashid ◽  
Debapratim Pandit
Keyword(s):  
Rural Communities ◽  
Service Quality ◽  
Willingness To Pay ◽  
Rural Areas ◽  
Stormwater Management ◽  
Gap Analysis ◽  
Service Improvement ◽  
The Relationship ◽  
Economic Considerations

Abstract Management of wastewater and stormwater is required for achieving total sanitation and conservation of fresh water resources. The wastewater and stormwater management (WSM) infrastructure suitable to rural areas is usually determined based on technical, environmental, and economic considerations and local communities' perception of infrastructure is ignored. This study analyses the rural communities' choice and perception of WSM infrastructure and their willingness to pay (WTP) for their improvement and maintenance. The households' choice and perception of different aspects of rural WSM infrastructure are determined using the RIDIT (relative to an identified distribution and transformation) analysis, service quality gap analysis, through establishing the relationship between households' satisfaction with individual aspects and overall quality of WSM, and WTP for the service improvement and maintenance. The study finds that rural people like to dispose of wastewater offsite as a good network of drains is found in the villages. However, several aspects of WSM are perceived as poor and require the attention of the policymakers. The rural households want improvement in several attributes and are willing to pay for the maintenance of improved service. The service quality of individual attributes of WSM infrastructure and socioeconomic characteristics of the households are essential determinants of their WTP.

PENGARUH E-SERVICE QUALITY, CUSTOMER E-SATISFACTION DAN CUSTOMER VALUE TERHADAP CUSTOMER E-LOYALTY DIMODERASI OLEH BRAND IMAGE MELALUI E-CRM QUALITY SEBAGAI VARIABEL INTERVENING

2019 ◽  
Vol 14 (1) ◽  
pp. 15
Author(s):  
Willy Setiawan Hendarta ◽  
Annie Susanto
Keyword(s):  
Service Quality ◽  
Customer Relationship Management ◽  
Customer Value ◽  
Quantitative Research ◽  
Brand Image ◽  
Sampling Technique ◽  
Customer Relationship ◽  
Purposive Sampling ◽  
Mediating Role

This study aims to investigate the variables that affect customer e-loyalty through the moderation and mediation role of brand image and E-CRM quality. Those variables include e-service quality, customer e-satisfaction, and customer value. This is a quantitative research with 152 respondents, chosen through the purposive sampling technique. The analytical tool used is PLS-SEM using SmartPLS 3.2.8 software. The findings are that E-CRM quality is positively and significantly related to customer e-loyaty. E-service quality, customer e-satisfaction, and customer value positively and significantly has positive and significant impacts on customer e-loyalty through the mediation role of E-CRM quality. However, brand image cannot moderate the effects of e-service quality, customer e-satisfaction, and customer value towards customer e-loyalty through the mediating role of E-CRM quality. Keywords: E-Service Quality, Customer E-Satisfaction, Customer Value, Brand Image, E-CRM Quality, Customer E-Loyalty, Online Services. ABSTRAK Penelitian ini bertujuan untuk menguji variabel-variabel yang memengaruhi loyalitas konsumen secara elektronik melalui peran moderasi citra merek dan peran mediasi kualitas customer relationship management secara elektronik, meliputi kualitas layanan secara elektronik, kepuasan pelanggan secara elektronik, dan nilai pelanggan. Penelitian ini merupakan penelitian kuantitatif dengan sampel sebanyak 152 orang yang dipilih menggunakan teknik purposive sampling. Alat analisis yang digunakan adalah PLS-SEM dengan menggunakan software SmartPLS 3.2.8. Hasil temuan dari penelitian ini adalah E-CRM quality berpengaruh positif signifikan terhadap customer e-loyalty. E-service quality, customer e-satisfaction, dan customer value berpengaruh positif signifikan terhadap customer e-loyalty melalui peran mediasi E-CRM quality. Meskipun demikian, brand image tidak mampu memoderasi pengaruh e-service quality, customer e-satisfaction, dan customer value terhadap customer e-loyalty melalui peran mediasi E-CRM quality. Kata Kunci: Kualitas Layanan secara Elektronik, Kepuasan Konsumen secara Elektronik, Nilai Pelanggan, Citra Merek, Kualitas Pengelolaan Relasi Konsumen secara Elektronik, Loyalitas Konsumen secara Elektronik, Jasa online.This study aims to investigate the variables that affect customer e-loyalty through the moderation and mediation role of brand image and E-CRM quality. Those variables include e-service quality, customer e-satisfaction, and customer value. This is a quantitative research with 152 respondents, chosen through the purposive sampling technique. The analytical tool used is PLS-SEM using SmartPLS 3.2.8 software. The findings are that E-CRM quality is positively and significantly related to customer e-loyaty. E-service quality, customer e-satisfaction, and customer value positively and significantly has positive and significant impacts on customer e-loyalty through the mediation role of E-CRM quality. However, brand image cannot moderate the effects of e-service quality, customer e-satisfaction, and customer value towards customer e-loyalty through the mediating role of E-CRM quality. Keywords: E-Service Quality, Customer E-Satisfaction, Customer Value, Brand Image, E-CRM Quality, Customer E-Loyalty, Online Services. ABSTRAK Penelitian ini bertujuan untuk menguji variabel-variabel yang memengaruhi loyalitas konsumen secara elektronik melalui peran moderasi citra merek dan peran mediasi kualitas customer relationship management secara elektronik, meliputi kualitas layanan secara elektronik, kepuasan pelanggan secara elektronik, dan nilai pelanggan. Penelitian ini merupakan penelitian kuantitatif dengan sampel sebanyak 152 orang yang dipilih menggunakan teknik purposive sampling. Alat analisis yang digunakan adalah PLS-SEM dengan menggunakan software SmartPLS 3.2.8. Hasil temuan dari penelitian ini adalah E-CRM quality berpengaruh positif signifikan terhadap customer e-loyalty. E-service quality, customer e-satisfaction, dan customer value berpengaruh positif signifikan terhadap customer e-loyalty melalui peran mediasi E-CRM quality. Meskipun demikian, brand image tidak mampu memoderasi pengaruh e-service quality, customer e-satisfaction, dan customer value terhadap customer e-loyalty melalui peran mediasi E-CRM quality. Kata Kunci: Kualitas Layanan secara Elektronik, Kepuasan Konsumen secara Elektronik, Nilai Pelanggan, Citra Merek, Kualitas Pengelolaan Relasi Konsumen secara Elektronik, Loyalitas Konsumen secara Elektronik, Jasa online.

scholarly journals Analisis Tingkat Kualitas Pelayanan Bank Perkreditan Rakyat Menggunakan Metode Service Quality dan Index Potential Gain Customer Value

2021 ◽  
Vol 5 (1) ◽  
pp. 7-14
Author(s):  
Culmarini Pasaribu ◽  
Okta Jaya Harmaja ◽  
Marisa Br Perangin-angin ◽  
Yofitasari Boru Lahagu
Keyword(s):  
Service Quality ◽  
Customer Value ◽  
Potential Gain

Seiring dengan perkembangan zaman, dalam menciptakan suatu produk manusia dituntut agar dapat menciptakan produk dengan kualitas yang baik. Hal inibertujuan untuk meningkatkan kemajuan suatu produk. Terdapat beberapa cara yang dapat dilakukan untuk meningkatkan kualitas jasa yaitu dengan berusaha mengetahui dan memahami keinginan nasabah. Melalui umpan balik dari nasabah, pihak perusahaan dapat memperbaiki kualitas jasanya serta mengembangkan kualitas pelayanan yang lebih baik sehingga meningkatkan kepuasan nasabah. Kualitas memiliki peranan penting dalam upaya meningkatkan, mempertahankan dan mendapatkan kembali bagian pasar pada perusahaan bisnis yang salah satunya adalah jasa. Penelitian ini menggunakan metode Service Quality yang dikombinasikan dengan metode untuk mengetahui kesenjangan/ gap antara harapan dengan persepsi nasabah yang menunjukkan kualitas pelayanan melalui lima dimensi pengukuran kualitas dari Service Quality yaitu tangible, reliability, responsiveness, assurance dan empathy. Berdasarkan metode penelitian yang telah ditentukan sebelumnya, penulis menggunakan metode penelitian kuantitatif dengan menggunakan quesioner. Penyebaran kuesioner dilakukan sebagai salah satu cara memperoleh data primer dari sebuah penelitian. Hasil dari kuesioner ini merupakan jawaban pada setiap pertanyaan yang telah disebarkan.

scholarly journals Analisis Kualitas Pelayanan Publik dengan Metode Fuzzy-Service Quality (F-Servqual) dan Index Potential Gain Customer Value (IPGCV)

2018 ◽  
Vol 2 (2) ◽  
pp. 101 ◽  
Author(s):  
Wahyu Oktri Widyarto ◽  
Nugraheni Djamal ◽  
Fauzul Adhim
Keyword(s):  
Service Quality ◽  
Customer Value ◽  
Consumer Perceptions ◽  
Quality Of Services ◽  
Level Of Service ◽  
Quality Level ◽  
Five Dimensions ◽  
Customer Expectations ◽  
Potential Gain

This study aims to analyze the level of service quality and prioritize improvements. The method that used in this study is service quality (SERVQUAL) combined with fuzzy concepts to find out the gap between expectations and consumer perceptions through five dimensions namely tangible, reliability, responsiveness, assurance, and empathy. Fuzzy concepts are used to present uncertainties over respondents' assessment of subjective questionnaires. To determine the priority of improvement, used the Customer Value Index Potential Gains (IPGCV) method. Based on processing data results by using fuzzy-servqual method, it is known that the Tangible dimension has a gap of -0.13, the Reliability dimension has a gap of -0.13, the Responsive dimension has a gap of -0.14, the dimension of Assurance has a gap of -0.12, Empathy dimension has a gap of -0.11. The negative value on fuzzy-servqual assessment can be interpreted that the overall service has not met customer expectations. Achievement of the quality level is equal to 0.8606 which is indicates the quality of services still need improvement because the level of service quality is less than 1 (Q <1). Based on calculation using the PGCV Index, it is known that services which have the highest priority are employees who have adequate support from their institutions so that they can carry out their duties properl

scholarly journals The Impact of Customer Relationship Management Quality and Company Reputation toward the Antecedent of Customer Loyalty during COVID-19 Pandemic

2021 ◽  
Vol 3 (2) ◽  
pp. 236-259
Author(s):  
Victor Gunawan ◽  
Rifelly Dewi Astuti ◽  
Yosman Bustaman
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Customer Value ◽  
Relationship Management ◽  
Mediating Effect ◽  
Customer Relationship ◽  
Heavy Equipment ◽  
Company Reputation

This study objective was found the interrelationships among service evaluation, that is service quality, customer satisfaction, and customer value, with customer loyalty through mediating roles of customer relationship management (CRM) quality, and moderating roles of company reputation in the heavy equipment industry in the middle of COVID-19 pandemic. Also investigate the most critical domains of service quality, customer satisfaction and customer value considered by customers in the heavy equipment and the connection among service quality, customer value and customer satisfaction toward customer loyalty by interlinking customer relationship management (CRM) quality and moderating effect of company reputation variable. In this research, there are several variables correlated with customer loyalty, CRM Quality and Company Reputation. Data were gathered from 259 customer, had transaction unit heavy equipment and its product support in the time of COVID-19 pandemic, by using SPSS and SmartPLS. The data is processed and analyze through structural equation model (SEM). The research found service quality and customer satisfaction variables were not influenced customer loyalty and the mediating effect of CRM quality on relationship between service quality toward customer loyalty were not supported too. Although, customer satisfaction has strong correlation to customer loyalty and the mediating effect is supported in the middle of COVID-19 pandemic. In addition, this research also found moderating effect of company reputation is significance on relationship service quality, customer value, and customer satisfaction toward CRM quality, even if the correlation is reverse relationship. The research discusses important implications considering the effect of service quality, customer satisfaction and mediated by CRM quality toward customer loyalty and improving company reputation as moderated effect to strengthen customer relationship management quality. 

scholarly journals METODE SERVQUAL, KUADRAN IPA, DAN INDEKS PGCV UNTUK MENGANALISIS KUALITAS PELAYANAN RUMAH SAKIT X

2020 ◽  
Vol 8 (2) ◽  
pp. 144
Author(s):  
Ulfi Nur Alifah ◽  
Alan Prahutama ◽  
Agus Rusgiyono
Keyword(s):  
Quality Improvement ◽  
Performance Analysis ◽  
Service Quality ◽  
Customer Value ◽  
Analysis Method ◽  
Five Dimensions ◽  
Customer Expectations ◽  
Potential Gain ◽  
Ease Of Access

The quality of service provided by the hospital is very important because it can be used as a reference in determining customer satisfaction. Service quality can be perceived as good and successful if the customer is satisfied with the services and suitable with what customers expect. However, if the services are not suitable with customer expectations, the service quality will be perceived as bad. This study aims to analyze the service quality of X Hospital based on five dimensions of service quality. The data was collected by distributing questionnaires to 64 selected respondents who were patients from Hospital X. Then, the data were calculated the value of the gap between customer expectations and perceptions. Then analyzed using the Importance Performance Analysis method and the Potential Gain Customer Value Index to determine the priority of service quality improvement. Based on the research results, there are only 5 indicators that have a positive gap score, which means that the service quality is suitable with customer expectations. From the Importance Performance Analysis quadrant, the indicators of service quality are spread across four quadrants. From the PGCV index, the indicator of service quality that becomes the first priority for improvement is the ease of access to purchase necessities for patients.

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