Kajian Kualitas Pelayanan Menuju Peningkatan Kepuasan Pelanggan Eksternal Fakultas Pertanian Universitas Mataram

The purpose of this study was to measure the service quality of the implementing unit of higher education institutions, to measure the level of external customer satisfaction, and to analyze the relationship between service quality and external customer satisfaction levels. To achieve these objectives, research was carried out by combining observation methods, distributing questionnaires to 200 external customers, focus group discussions, and public consultations. As the unit of analysis in this study, external customers consist of parents of students, alumni, graduate users, and cooperation partners. The collected data were analyzed using descriptive statistical analysis, and non-parametric statistical analysis, namely Spearman rank correlation. The results showed: the service quality of higher education implementing units is identical to the level of satisfaction of external customers; achievement of the level of external customer satisfaction is from good to very good; external customer satisfaction of alumni and graduate users is in a good position, while external customers of students' parents and cooperation partners are in a very good position.

Islamic banking and customer satisfaction in Pakistan: evidence from internal and external customers

Purpose This study aims to find the determinants of internal and external customer satisfaction of Islamic banks of Pakistan through service quality indicators that are assurance, reliance, empathy, tangibility, responsiveness. Compliance has also been added as a determinant of customer satisfaction. In this study, customers are divided into two groups, internal customers are those who are an employee in the Islamic bank and also an account holder. While external customers are account holders only in Islamic banks of Pakistan. Design/methodology/approach In this study, a quantitative research approach is used for analyzing the behavior of internal and external customers of Islamic banks in Pakistan. The instrument which is used to analyze the study’s data, is a structured five-point Likert-scale questionnaire. The structural model was analyzed with the help of the partial least squares structural equation modeling approach. Findings This study concluded that internal customers of Islamic banking are well aware and have full information and their level of satisfaction is positive toward the bank’s services. While external customers feel satisfied while using the Islamic banking services in Pakistan. Service quality indicators are positively and significantly related to customer satisfaction in the external customer model. On the other hand, some of the indicators are not showing a significant impact on the internal customer multi-group analysis shows a difference of coefficients are insignificant between internal and external customers. Practical implications This study helps policymakers, to understand the behavior of internal and external customers of Islamic banking in Pakistan for creating favorable policies for an interest-free banking service. Originality/value This research study provides an analysis of the customer satisfaction of Islamic banks in Pakistan by dividing Islamic bank customers into two groups (internal and external customers). The purpose for dividing Islamic bank customers into two groups is that this study wants to highlight that external customer’s perception is the same as internal customers or not? Before this study, it is difficult to find single research on this topic, whereas only one study is find-out on the factors that affect internet banking adoption among internal and external customers.

GEOMETRY APPLICATION EVOLUTION - FROM RESEARCH TO INDUSTRIAL APPLICATIONS OVER TWO DECADES

Digitalisation is making significant inroads into society at the same time as the general commercial trend is to able to personalise the product one acquires. The field of digital product representation, and the techniques for adopting a particular product in accordance with the customer's expectations, have become very important corporate assets. From a company's perspective these assets can be leveraged both for internal efficiency and also for different types of external customer interactions. In this article, the standpoint is that product geometry forms the foundation for digital product representation. It is from this perspective that the geometrical ecosystem comes into focus. Geometry creation and geometry consumption, in combination with geometrical configuration management, are high-value areas that must be mastered. A research-based 20-year industrial perspective building up such capabilities serves as an example. The article concludes with a forward-looking perspective on potential areas for continued exploration on this journey.

CRM Competitive Strategy in Financial Institutions

This research highlighted the most essential factors that have influenced CRM from the customers’ side. To execute this research, the researcher has reviewed literature, design a questionnaire, and distributed 430 questionnaires among the respondents in main different cities. Furthermore, the results were analyzed through SPSS and SEM Software. This research’s comprehensive CRM models try to evaluate the association of Physical Environment Quality, Products & Services, Quality of Virtual Environment, and Quality of Electronic Banking Service as an indicator of External Customer Relationship (ECR). Moreover, this study has tried to measure the influence of Trust, Satisfaction, Commitment, and Loyalty in CRM and emphasizes the fact that CRM, ECRM, and Brand management are vital concepts systems that could enhance an organization’s revenue and increase the volume of valuable customers for the banking industry.

ANÁLISIS DEL COMPROMISO Y LA SATISFACCIÓN DEL CLIENTE INTERNO DE LA UCB TARIJA MEDIANTE EL MODELO DE ECUACIONES ESTRUCTURALES (SEM

En el ámbito laboral, existen tres factores importantes que pueden influenciar directamente sobre los niveles de productividad de un equipo de trabajo (clientes internos) en una determinada institución: la motivación, la satisfacción y el compromiso. Una institución puede tener clientes internos (trabajadores) motivados pero insatisfechos y no comprometidos o, por el contrario, los niveles superiores de motivación y satisfacción darán como resultado altos niveles de compromiso, y contar con un equipo de trabajo altamente comprometido impactará de manera muy notable en la productividad de la institución. En ese sentido, el objetivo del presente trabajo fue conocer la situación de los clientes internos de la UCB Tarija, con respecto a los niveles de motivación, satisfacción y compromiso, para lo cual se realizaron análisis descriptivos, modelos multivariados (Modelos de ecuaciones estructurales, SEM-PLS) para comprender con mayor claridad el fenómeno estudiado, llegando a obtener como resultado un nivel de motivación-satisfacción medio, lo que está repercutiendo principalmente en el compromiso afectivo traducido en un bajo sentimiento de permanencia y pertenencia.Palabras clave: Compromiso, satisfacción, cliente interno, cliente externo, PLS-SEM AbstractIn the workplace, there are three important factors that can directly influence the productivity levels of a work team (internal clients) in a given institution: motivation, satisfaction and commitment. An institution may have motivated but dissatisfied and uncommitted internal clients (workers) or, conversely, higher levels of motivation and satisfaction will result in high levels of commitment, and having a highly committed work team will have a very noticeable impact. in the productivity of the institution. In this sense, the objective of the present work was to know the situation of the internal clients of the UCB Tarija, with respect to the levels of motivation, satisfaction and commitment, for which descriptive analyzes, multivariate models (Models of structural equations, SEM-PLS) to understand the studied phenomenon more clearly, obtaining as a result a medium level of motivation-satisfaction, which is mainly having an impact on affective commitment translated into a low feeling of permanence and belonging.Keywords: Engagement, satisfaction, internal customer, external customer, PLS-SEM

Implementing Modern Human Resources Strategies in the Public Sector

The implementation of modern human resources concepts to public sector large organizations is still a relatively new topic for researchers and practitioners. Moreover, although branding has become more prominent in the public sector, its role with employees is under explored. By means of a multi-dimensional procedure, the authors have developed a scale of measurement of the internal branding antecedents and consequences in the public sector through 35 items grouped into six dimensions: (1) external customer orientation, (2) internal customer orientation, (3) internal service quality, (4) interdepartmental connectedness, (5) customer satisfaction, and (6) employee satisfaction. The importance of the proposed constructs was theoretically discussed and justified. Using a sample of 304 public sector employees, the constructs are then tested and validated. Amos 27 is used for this purpose. The overall results from the empirical assessment were positive, thus reflecting the appropriateness of the proposed constructs. This study provides new theoretical grounds for studying internal branding in the public sector. It also supplies public sector organizations with a number of operative factors that may be essential if they are to provide enhanced satisfaction to public needs. It is probably the first to provide an integrative perspective of internal branding constructs in the public sector.

Defending the frontier: examining the impact of internal salesperson evasive knowledge hiding on perceptions of external customer outcomes

Purpose Salespeople frequently face the predicament of wanting to protect their market knowledge from coworkers while not appearing recalcitrant. Considering the choice of disclosing information or refusing to disclose, they may choose a third option: appearing to share knowledge while concealing substantive information, which this study calls evasive knowledge hiding. This study surmises that the consequences of these choices impact perceptions of customer outcomes. Using social exchange theory, the purpose of this article is to examine the internal relational antecedents and perceptions of external customer outcomes of evasive knowledge hiding, as well as the moderating effects of pushover manager and environmental dynamism. Design/methodology/approach A moderated mediation model was used to analyze survey data from 234 business-to-business salespeople. Findings Internal competition and coworkers’ past opportunistic behavior increase evasive knowledge hiding. These effects are attenuated if the manager is not a pushover. Evasive knowledge hiding decreases perceptions of external customer outcomes, particularly at low levels of environmental dynamism. Research limitations/implications Data was collected from salespeople, which presents a look from perpetrators themselves. While directly observing salespeople was the goal, sourcing and matching customer and manager data would only strengthen the results. Practical implications Salespeople evasively hide their knowledge if it is in their best interest, which may unwittingly hurt perceptions of customer outcomes. Originality/value This study formally introduces salesperson evasive knowledge hiding into the marketing and sales literature. The research highlights the dark side of social exchange theory by demonstrating how internal coworker relationships affect perceptions of external customer relationships via evasive knowledge hiding. This study also introduces pushover manager as an enabling moderating variable.