Evaluation of Individual Customers' Satisfaction Level : A Survey of E-Banking Quality of Service in Tosse'eh Credit Institute

2014 ◽  
Vol 2 (2) ◽  
pp. 33-41
Author(s):  
Saeed Hasanzadeh ◽  
Mohammad Taghi Taghavifard ◽  
Saeed Rouhani
Keyword(s):  
Quality Of Service ◽  
Satisfaction Level ◽  
Credit Institute

scholarly journals FAKTOR- FAKTOR YANG MEMPENGARUHI TINGKAT KEPUASAN PASIEN RAWAT INAP DI RUMAH SAKIT

2021 ◽  
Vol 9 (1) ◽  
pp. 46-53
Author(s):  
Winda Lestari ◽  
Ichsan Rizany ◽  
Herry Setiawan
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
Journal Article ◽  
Professional Service ◽  
Satisfaction Level ◽  
Journal Articles ◽  
Care Services ◽  
Level Of Satisfaction ◽  
Degree Of Satisfaction

  ABSTRACT The low quality of service so that the level of patient satisfaction has not met the minimum service criteria, namely 95% which is influenced by several factors so that the degree of satisfaction is still low.Objective: to find out the factors that influence the satisfaction level of swamp patients in hospitalMethods: This study uses a literature review, from two electronic databases; Google Scholar and Garuda in the period 2010-2020 found ten literatures that match keywords.Results: The results of data synthesis in 10 journal articles 5 journal articles stated that the level of patient satisfaction was low due to ineffective communication, 4 journal articles stated that the level of satisfaction was low because of the quality of service, and 1 journal article stated that the level of patient satisfaction was low due to official scheduling.Discussion: Patient satisfaction with the quality of service provided by nursing personnel to clients while receiving hospital care, services, and nursing care received by patients is a form of professional service that can increase inpatient satisfaction and improve the quality of health services. Keywords: Patient, Hospitalization, Satisfaction Level.

scholarly journals ANALISIS PENGARUH KUALITAS PRODUK DAN PELAYANAN TERDAHAP KEPUASAN KONSUMEN MENGGUNAKAN METODE IMPORTANCE PERFORMANCE ANALYSIS DI TWISSTERDOG DENPASAR

2018 ◽  
Vol 6 (3) ◽  
pp. 259
Author(s):  
I.G.A Devika Inten A ◽  
Amna Hartiati ◽  
Cokorda Anom Bayu Sadyasmara
Keyword(s):  
Quality Of Service ◽  
Performance Analysis ◽  
Customer Satisfaction ◽  
Product Quality ◽  
Food Presentation ◽  
Satisfaction Level ◽  
Consumer Interest ◽  
Level Of Satisfaction ◽  
Parking Facilities

This study aims to determine the attributes that are considered important by consumers to achieve customer satisfaction, determine the level of performance in Twissterdog, know the level of satisfaction or level of consumer suitability of products and services in Twissterdog, and determine the attributes that need to get priority from the company to achievement of customer satisfaction. This research was conducted in Twissterdog with the sample used was 97 respondents by using purposive and accidental sampling method. Data obtained from the questionnaire distribution were analyzed by Importance Performance Analysis method. The result of research shows that attribute with highest level of customer satisfaction on product quality is clarity of name and logo of company with satisfaction level 222%, attribute with lowest satisfaction level is price match with consumer interest, food presentation and price match with product quality with satisfaction level equal to 80.84%. Attributes with the highest level of customer satisfaction on the quality of service is the hospitality of the waiter and the courtesy of the waiter with a satisfaction level of 218%. Attribute with the lowest level of customer satisfaction on the quality of service is the convenience of café with a satisfaction level of 43%. Attributes that should be prioritized on product quality are price conformity with consumer interest, food presentation and price conformity with product quality. The attributes that must be prioritized on the quality of service is the ease of reaching the location, the cleanliness of the cafe, the availability of parking facilities and the convenience of the cafe. Keywords : Customer satisfaction, Importance Performance Analysis, Twissterdog.

scholarly journals Analisis Kualitas Produk, Kualitas Pelayanan dan Penggunaan Digital Marketing terhadap Tingkat Kepuasan Konsumen pada Humble Espresso Kota Denpasar

2021 ◽  
Vol 9 (2) ◽  
pp. 254
Author(s):  
Nyoman Indra Wiratama ◽  
Amna Hartiati ◽  
Cokorda Anom Bayu Sadyasmara
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Product Quality ◽  
Digital Marketing ◽  
Satisfaction Level ◽  
Good Communication ◽  
Customer Complaints ◽  
Communication Ability ◽  
Quality Of Products

The purpose of this research is to know the effect of the use of digital marketing conducted by Humble Espresso in Denpasar City. Knowing the attributes of products and services that are considered important by consumers to achieve customer satisfaction with the quality of products and services. Calculating the performance and level of customer satisfaction to the quality of service. Specify the attributes that need to get priority improvements. This study uses the Importance Performance Analysis (IPA) analysis method. Sampling using Slovin and Lemeshow formulation method with the number of respondents as many as 86 respondents at Humble Espresso and 100 respondents for the spread of external questionnaires in Denpasar. The results showed that the influence of digital marketing that has been done by Humble Espresso is customers like the content displayed on Humble Espresso Instagram media in the form of photos, videos, or instastory that has an impact on the increasing customer buying interest. The most important product and service attributes that Humble Espresso has to achieve customer satisfaction is the friendliness of employee attitude with the highest score of 401. Attributes with the highest level of performance in the quality of service is good communication ability by obtaining the highest score of 388, attributes with the highest satisfaction level on the quality of service is modern equipment by obtaining the highest satisfaction level of 101%. Attributes that become the priority of improvement in Humble Espresso based on the analysis of IPA method is a comfortable room, the willingness of employees to respond quickly to customer complaints, the ability of employees to serve customer complaints quickly, the suitability of prices with product quality, and affordable prices. Keyword: digital marketing, product quality, service quality, and customer satisfaction

scholarly journals MUTU PELAYANAN DAN KOMUNIKASI TERAUPETIK YANG BAIK MENINGKATKAN KEPUASAN PASIEN PENGGUNA BPJS KESEHATAN DI RSI NU DEMAK

2018 ◽  
Vol 4 (2) ◽  
pp. 59
Author(s):  
Dyah Ayu Wulandari ◽  
Nadhifah Nadhifah
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
Health Workers ◽  
Sampling Technique ◽  
Satisfaction Level ◽  
Class Iii ◽  
Therapeutic Communication ◽  
Cross Sectional ◽  
Nahdlatul Ulama

Berdasarkan data jumlah pasien rawat inap di RS Islam Nahdlatul Ulama Demak yang menggunakan BPJS Pasien kelas 3 pada tahun 2014 sebanyak 1.117 pasien. Pada tahun 2015 mengalami peningkatan menjadi 2.032 pasien. Penelitian ini bertujuan untuk mengetahui hubungan mutu pelayanan dan komunikasi terapeutik tenaga kesehatan dengan tingkat kepuasan pasien kelas III rawat inap pengguna BPJS Kesehatan. Desain penelitian menggunakan pendekatan cross sectional. Populasi pasien peserta BPJS Kesehatan yang dirawat di Instalasi Rawat Inap Kelas III estimasi / rata-rata dari bulan Januari sampai dengan Agustus 2016 berjumlah 95 pasien. Sampel dalam penelitian ini sebanyak 77 responden. Teknik pengambilan sampel menggunakan accidental sampling. Hasil Penelitian  yaitu ada hubungan mutu pelayanan tenaga kesehatan dengan tingkat kepuasan pasien kelas III rawat inap pengguna BPJS Kesehatan. Ada hubungan komunikasi terapeutik tenaga kesehatan dengan tingkat kepuasan pasien kelas III pengguna BPJS Kesehatan. Saran bagi instansi kesehatan agar meningkatkan mutu pelayanan dan komunikasi terapeutik tenaga kesehatan pasien kelas III rawat inap pengguna BPJS kesehatan Di RSI Nahdlatul Ulama Demak dengan memberikan pelatihan / workshop kepada tenaga kesehatan secara menyeluruh sehingga semua tenaga kesehatan menjadi lebih tahu tentang cara meningkatkan mutu pelayanan di RS tersebut.  Kata kunci: Mutu pelayanan; komunikasi terapeutik; tingkat kepuasan pasien  QUALITY OF SERVICE AND GOOD THERAPEUTIC COMMUNICATIONS IMPROVE THE SATISFACTION OF  HEALTH BPJS PATIENTS IN RSI NU DEMAK ABSTRACT Based on the data on the number of inpatients in hospital Nahdlatul Ulama Islam Demak BPJS Patients who use grade 3 in 2014 as many as 1,117 patients. In 2015 increased to 2,032 patients.  To determine the correlation Service Quality and Therapeutic Communication Health Workers With Patient Satisfaction Level Class III Inpatient Users BPJS. Design correlation with research using cross sectional approach. The patient population treated BPJS participants in Inpatient Class III estimated / average from January to August 2016 amounted to 95 patients. The sample in this research is class III inpatients users BPJS total of 77 respondents. The sampling technique uses accidental sampling. There is a correlation between quality of service and patient satisfaction level III class inpatient BPJS users. There is correlation between communication therapeutic and patient satisfaction level grade III users BPJS. Health institutions in order to improve the quality of care and therapeutic communication of health personnel of class III inpatient users health BPJS In RSI Nahdlatul Ulama Demak by providing training / workshop for health workers so completely that all health professionals become more knowledgeable about how to improve the quality of service in the hospital. Keywords: Quality of service; therapeutic communication;  patient satisfaction 

scholarly journals Analisis Kualitas Pelayanan E-KTP Menggunakan Metode Customer Satisfaction Index, Metode Service Quality, dan Importance Performance Analysis

2015 ◽  
Vol 5 (1) ◽  
pp. 117
Author(s):  
Siti Noor Hidayati ◽  
Aris Puji Prasetyo
Keyword(s):  
Quality Of Service ◽  
Performance Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Quality Of Services ◽  
Satisfaction Level ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
The Difference

<p>This study attempts to analyzed levels of customer satisfaction on the quality of service and anything in the dimensions attributes the quality of services have to be prioritized to repairing in order to increase customer satisfaction. This study uses a Customer Satisfaction Index to measure the overall level of customer satisfaction.To sort the attributes do not satisfy the customer satisfaction levels by measuring the difference in performance levels using Service Quality. Then proceed with the measure by using Importance Performance Analysis to determine the attributes that have not been satisfying the customers.  Results of this study showed that the majority of customers are satisfied with the services provided but not maximum yet. It can be seen from the results of customer satisfaction level testing using Customer Satisfaction Index (CSI) which is equal to 53,7%. Based on testing using the Service Quality attributes improvements sequence starting from the attribute assurance because it has the greatest negative value.On testing using the Importance Performance Analysist (IPA), there are 8 service attributes that go into quadrant I, which means that there are 8 attributes that unsatisfactory customers and the service is not maximum yet.</p>

scholarly journals THE INFLUENCE OF DISSATISFIED TOURISTS’ NON-BEHAVIORAL APPROACH ON OVERALL VISIT SATISFACTION: A STUDY ON MALAYSIAN DOMESTIC TOURISTS

2020 ◽  
Vol 32 (4) ◽  
pp. 1388-1393
Author(s):  
Ataul Karim PATWARY ◽  
◽  
Hamimi OMAR ◽  
Keyword(s):  
Quality Of Service ◽  
Service Industry ◽  
Quantitative Approach ◽  
Behavioral Approach ◽  
Limited Time ◽  
Satisfaction Level ◽  
Service Failures ◽  
Limited Communication

Providing good quality of service is most basic attribute of the service industry, including tourism. Complaints by tourists actually provide opportunities for destination or business to recover from the service failures, and when the complaints are handled satisfactorily, destination or business may win tourists back. Therefore, this study aims to explore how complaint constraints influence on t ourists' overall satisfaction level. In order to achieve the objectives, this study used a quantitative approach using PLS-SEM. This study revealed that overall tourists' satisfaction is influenced by limited time, unfamiliarity, limited communication, limited involvement, and positive holiday mood.

scholarly journals Teller Service Satisfaction Level Analysis at BNI Undaan Surabaya Branch

2021 ◽  
Vol 21 (1) ◽  
pp. 20-25
Author(s):  
Ahmad Ali Mahmud ◽  
Elok Damayanti
Keyword(s):  
Quality Of Service ◽  
Gap Analysis ◽  
Average Score ◽  
Satisfaction Level ◽  
Analysis Method ◽  
Research Subjects ◽  
Physical Evidence ◽  
Level Of Satisfaction ◽  
Level Analysis

This study aims to find out the analysis of the level of satisfaction of teller services at BNI Undaan Surabaya Branch by using the research dimension consisting of tangible (physical evidence), reliability (reliability), responsiveness (responsiveness), assurance (guarantee) and empathy (empathy). This research is a research that uses the approach qualitative, the technique used in this research is the method of questionnaires and data collection techniques through google form. Then using the  gap analysis method and managed to find the gap score is - 0.48  with an average score of  -0.096. The research subjects used were customers at BNI Undaan Surabaya Branch which amounted to 50 people.  The results showed from 50 respondents known analysis of the quality of teller services to customers at BNI Undaan Surabaya Branch with a Very Dissatisfied attitude of 0%, Dissatisfied 0%, Dissatisfied 0%, Satisfied 9.6% and Very Satisfied 90.4%. Based on the results of the research can be interpreted the quality of service provided by the teller at BNI Undaan Surabaya Branch is Very Satisfied.

scholarly journals SATATISFACTACTION AND QUALITY OF SERVERVICE PROVIDED BY SUPPLIERS TO MID-SIZED SUPERMARKETS

2008 ◽  
Vol 1 (2) ◽  
pp. 30
Author(s):  
Domingos Fernandes Campos
Keyword(s):  
Quality Of Service ◽  
Satisfaction Level

This article analyzes the quality of service provided by suppliers to supermarkets in a medium sized city in the northeast of Brazil. A survey was performed with valid responses from forty mid-sized supermarkets. The results provided the data for ranking the importance of the main distribution service features and for assessing the retailer's satisfaction level in relation to the ten major suppliers in the region.

scholarly journals Analisis Kepuasan Mahasiswa Universitas Muhammadiyah Pontianak Terhadap Produk Tabungan Syariah Mandiri Pada Bank Syariah Mandiri (BSM) Cabang Pontianak

2015 ◽  
Vol 10 (2) ◽  
pp. 303
Author(s):  
Devi Yasmin ◽  
Khalid Muhajir
Keyword(s):  
Quality Of Service ◽  
Consumer Satisfaction ◽  
Average Rate ◽  
Satisfaction Level ◽  
Physical Evidence ◽  
Fifth Dimension ◽  
Level Of Satisfaction ◽  
The University ◽  
Level Of Importance

The purpose of this study was to determine the level of satisfaction of the students at the University of Muhammadiyah Pontianak Savings products Syariah Mandiri Bank Syariah Mandiri (BSM) Branch Pontianak. This study is a descriptive study, with the entire student population of the University of Muhammadiyah Pontianak ever open a savings account at Bank Syariah Mandiri Syariah Mandiri (BSM) Pontianak in 2013 was 2,225 people. Sampling using purposive sampling, which each faculty will be represented by 20 respondents, so the total respondents were 120 people. Data were collected through questionnaires and documents of the company. Research variable is the variable quality of service consisting of reliability (reliability), responsiveness (responsiveness), assurance (assurance), empathy (empathy), and tangibles (physical evidence / real). Analyzer used in this research is importance performance analysis using Cartesian diagram. The results of this study indicate level of the average consumer satisfaction obtained X = 4.73 and the average rate of interest is Y = 4.07 which means that the average level of customer satisfaction is above the level of importance so overall the respondents are satisfied with the quality of service services provided by the Bank Syariah Mandiri Branch Pontianak. While the overall attributes associated with the fifth dimension is defined satisfaction level is above derive maximum satisfaction level, which is satisfied, except for some attributes such as queuing system at Bank Syariah Mandiri regular and attributes There are a large parking area and regularly at Bank Syariah Mandiri.

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