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2022 ◽  
Vol 3 (2) ◽  
pp. 110-125
Akira Bintang Fitra ◽  
Arief Suharko ◽  
Sugina ◽  
Fauzan Manafil Albar ◽  
Dwi Apriliasari

We inspect client premium in the utilization of the Mandiri Syariah Mobile application as a type of improvement in the computerized world at one of the Islamic banks in Indonesia. The reason for this review was to decide the impact of control (age, sex, and experience) on the connection between free factors (execution assumptions, exertion, impact of social beliefs, assistance conditions, decadent inspiration, value esteems ??, and propensities) on the reliant variable (conduct expectations and conduct). utilization conduct) which alludes to the Unified Theory Acceptance and Use of Technology (UTAUT) II model. The technique is a quantitative methodology with an informative examination plan that intends to clarify the factors to be considered and the impact between one variable and another. Social conditions, assistance conditions, indulgent inspiration, value esteems ??, propensities with conduct expectation factors. Given the consequences of the examination, execution assumptions have the most significant relationship, precisely 43.2% on social goals. Subsequently, this review proposes that before expanding the connection between social aims to utilize conduct, PT Bank Syariah Mandiri needs to reinforce the impact of the seven factors on social goals.

2022 ◽  
Vol 5 (1) ◽  
pp. 1-5
Agus Riyan Saputra ◽  
Zakaria Wahab ◽  
Muchsin Saggaf Shihab ◽  
Marlina Widiyanti

This study was conducted to determine service quality and customer satisfaction on the BRImo application on customer loyalty at PT Bank Rakyat Indonesia (Persero), Tbk Sekayu branch office. The population in this study were all customers at PT. Bank Rakyat Indonesia (Persero), Tbk Sekayu Branch Office, as many as 850 customers in the K1 customer category, which focuses on BRImo users in 2020-2021. The sample used in this study was 123 respondents with purposive sampling techniques. The multiple linear regression analysis results show that service quality has a positive and significant effect on customer loyalty. Customer satisfaction has a positive and significant effect on customer loyalty. The results of this study are expected. PT Bank Rakyat Indonesia (Persero), Tbk can improve the application network regularly and provide additional employees in the IT department so that customers can always use the BRImo application at any time. In addition, the increase in the appearance and needs of customers in the BRImo application service can be further improved so that customers can be more efficient in conducting transactions using only smartphones without the need to come directly to the BRI bank.

Yasutoshi Moteki

AbstractThis study empirically investigates the major factors that determine customer satisfaction in local government offices in Japan by using three categories of questions. They referred to customer satisfaction studies worldwide, especially to the expectancy disconfirmation model, the SERVQUAL model, and subsequent methods that emphasize customer’s direct experience. The on-site surveys were conducted at the Kurose branch office in Higashihiroshima City. A total of 240 responses were obtained over six weekdays. The regression analysis showed that staff responses and explanations were the most influential, followed by aspects related to the physical office and service delivery quality (adjusted R2 value of .51).

2021 ◽  
Vol 11 (2) ◽  
pp. 170-179
Tara Maziyyah ◽  
Edytiawarman Edytiawarman ◽  
Widiya N Rosari

This study aims to determine and analyze the settlement of problem loans through the mediation of PT. Bank Central Asia Bengkulu Branch and to identify and explain the obstacles that arise in the settlement of non-performing loans at PT. Bank Central Asia, Bengkulu Branch. The research method used is empirical legal research, the research location was at PT Bank Central Asia Bengkulu Branch Office, the data collection technique was carried out through interviews. In PT Bank Central Asia, Bengkulu Branch, there are 178 people who are debtors. If the debtor does not fulfill his obligations, there will be default, which can cause the credit activity to become a non-performing loan. The settlement of non-performing loans at PT Bank Central Asia, the bank first carries out the negotiation stage, if the obligations are still not fulfilled by the debtor, the next step is to carry out the mediation process. The process of settling non-performing loans through mediation at PT Bank Central Asia Bengkulu Branch is carried out by means of internal mediation, which is the mediator, namely from the Legal and Compliance Task Force team at the Sentul Head Office, Bogor. There are 7 debtors who have completed problem loans until the mediation stage. The non-performing loan settlement process has never been carried out by means of litigation and never through OJK. Inhibiting factors have 2 causes, namely from internal factors and external factors. The suggestion for this research is to provide insights about the mediation process to the debtor so that the debtor understands the mediation process.

2021 ◽  
Vol 16 (2) ◽  
pp. 142-152
Lisa Amelia Herman ◽  
Syafira Ramadhea Jr

Public trust is the main capital of the banking business in carrying out its function of collecting and distributing public funds. Bank management must make efforts to maintain and maintain this trust in order to gain sympathy from prospective customers, such as obeying existing regulations and not making mistakes that cause irregularities and fraud. Fraud can be carried out by internal or external parties. One of the motivations for someone to commit fraud is a sense of justice. An individual who feels that he is being treated unfairly tends to act against the goals of the organization. In addition, the ineffectiveness of the internal control system allows opportunities to commit fraud that will have a negative impact on the company. This study aims to determine the effect of organizational justice and the role of the internal control system on fraud. Respondents as many as 164 employees of the main branch office of a government bank in the city of Padang were used as samples. The method that will be applied to analyze the data is multiple linear regression analysis with SPSS v.25 program. The results show that organizational justice and the role of the internal control system affect organizational fraud. This research can have implications for organizations to provide behavioral justice for each employee so that employee intentions to commit fraud can be avoided.

2021 ◽  
Vol 5 (2) ◽  
pp. 195-210
Fikria Hasni ◽  
Ikhwan Hamdani ◽  
Suyudi Arif

This study aims to explain the marketing strategy in marketing the gold savings products found at Pegadaian Syariah Bogor Baru and how the right strategy is to attract customers to use the Gold Savings product. This research is a field research using a qualitative descriptive approach with primary and secondary data sources. In collecting data, researchers used interviews, observation and documentation techniques. The resource persons of this study were three employees of the Syariah Pawnshop Bogor Baru Branch and two customers of the Gold Savings product. The results of this study indicate that the application of marketing strategies provides services and information that is quite good for customers of gold savings products. From the aspect of the marketing mix contained in the branch office, such as; advertising, personal selling, sales promotion, publicity and direct marketing. Thus, the right strategy is to attract more customers by developing digital technology, this media has been loved by all generations because it can be easily accessed and at any time so that the strategy through digital will be very effective to reach as a whole. Keywords: marketing strategy, sharia pawnshop, gold savings

2021 ◽  
Vol 3 (2) ◽  
pp. 121-135
Situmorang, Ringkar ◽  
Choirisa, Septi. Fahmi ◽  
Mehrotra Amit

The pandemic of COVID-19 has given a disaster to the business industry. Many businesses have to concede that they have to suffer financially because of this situation. One of those businesses that suffered is the hotel business. Many hotel companies have to find a strategy to ensure their relationship between the main city (head office) and secondary cities (branch office) working seamlessly to mitigate this crisis. The primary purpose of this study is to investigate how the hotel industry is handling the challenges during pandemic COVID-19 in the secondary cities. This study adopted qualitative research with 12 semi-structured interviews from various hotel managers in multiple cities. The result showed some discrepancies in the interrelationship between the head office and the branch office in secondary cities, creating uncertainties among them. This study contributed to the crisis management literature in hospitality and tourism industry by exploring the challenges from the pandemic of COVID-19 among cities in Indonesia.

2021 ◽  
Vol 23 (1) ◽  
pp. 16-32
Titi Laras ◽  
Rutha Mathilde Santana ◽  
Bambang Jatmiko ◽  
Tiyas Puji Utami

Research aims: This study aims to examine the role of career development in mediating the relationship between intellectual capital and organizational culture on employee performance.Design/Methodology/Approach: This study used a proportional stratified random sampling method with 126 permanent employees of local banks in Yogyakarta, Indonesia, as research respondents. The respondents included Head Office, Main Branch Office, and Senopati Branch Office. The data were collected by distributing a questionnaire, and the secondary data were in the form of data or documents that supported and strengthened the primary information from books, magazines, journals, and other documents. Then, the analytical tool utilized in this study was SEM (Structural Equation Modeling) to test the research hypotheses.Research findings: The results showed that intellectual capital and organizational culture had a positive and significant effect on career development and performance, but career development had no positive and significant effect on performance. Meanwhile, career development could not mediate the effect of intellectual capital and organizational culture on performance.Theoretical contribution/Originality: The study results contribute to the literature (body of knowledge), especially as additional discussion toward theory and literature related to intellectual capital, organizational culture, career development, and performance in local banks, which is still very limited.

2021 ◽  
Vol 5 (1) ◽  
pp. 84-95
Binta Malina Azkiya ◽  
Hendri Tanjung ◽  
Syarifah Gustiawati

This study aims to determine how much influence employee performance, service quality and product quality have on customer satisfaction of Indonesian Islamic banks. This study uses a quantitative method with random sampling, namely anyone who is met and deemed to be in accordance with the criteria needed in the study. This research was conducted at Bank Syariah Indonesia Sub-Branch Office Citeureup 1 with a total of 96 respondents. In this study, it was found that employee performance had no significant effect, while service quality and product quality had a significant effect. In addition, this study also found that variable Y can be explained by 71.8% by variable X, and the remaining 28.2% is influenced by other variables outside the study.

2021 ◽  
Vol 24 (1) ◽  
pp. 16-20
Renny Yunita Sari ◽  
Bambang Budiarto ◽  
Sugeng Hariadi

This study discusses the influence of service quality and product quality on customer satisfaction at the Bank BRI branch office in Sidoarjo. The data used in this study were obtained from the results of a questionnaire that had been distributed to customers of the BRI branch office in Sidoarjo. This quantitative research was conducted with a survey method with purposive samplin technique. The variables used in this study are independent variables that include service quality and product quality, and customer satisfaction as the dependent variable. The data analysis method used in this study is multiple linear regression analysis. The results showed that the quality of service and product quality can affected customer loyalty at the bank branch office in Sidoarjo.

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