scholarly journals EFFECT OF CUSTOMER INFORMATION ON CONSUMER SATISFACTION: A CASE OF THE NIC BANK LIMITED

2017 ◽  
Vol 2 (1) ◽  
pp. 20
Author(s):  
Christopher Mwangi ◽  
Dr. Paul Katuse
Keyword(s):  
Credit Card ◽  
Consumer Satisfaction ◽  
Credit Cards ◽  
Sampling Technique ◽  
Primary Data ◽  
Sufficient Information ◽  
Unique Contribution ◽  
Infinite Population ◽  
Customer Information ◽  
Ease Of Access

Purpose: The purpose of the study was to establish the effect of customer information on consumer satisfaction, a case of the NIC bank limited.Methodology: The descriptive survey research design was preferred for the study. The population of the study was over 10,000 credit card holders in NIC Bank. Snow balling sampling technique was appropriate for this study because credit card customers were not keen on cooperating because of the sensitivity of information gathered and only cooperated on referral from friends. Fishers’ formula was used for calculating the sample size of an infinite population which amounted to 384 but for the purpose of improving the response rate, the study added 16 more respondents to total up to 400. The study used primary data. The study used a questionnaire as the preferred data collection tool. Information was sorted, coded and input into the statistical package for social sciences (SPSS) for production of descriptive statistics. The results were presented using tables and pie charts to give a clear picture of the research findings.Results: Based on the findings, the study conclded that the organization did not provide enough information to enable the customers use credit cards wisely. Results also led to conclusion that Consumers should take credit cards with sufficient information on the credit terms. Results also concluded that that Consumers’ should have attitudes and perceptions towards credit cards. Results concluded that the proliferation of credit cards and their ease of access had given consumers increased opportunities for making credit purchases. Results also concluded that the organization should consider leveraging information on social sites with regard to finding a customer’s most recent location..Unique contribution to theory, practice and policy: Based on the findings, the study recommends that banks should emphasize on leveraging information on social sites with regard to finding a customer’s most recent location. In addition the study recommends that the banks should adopt sending credit card information through twitter and facebook. In addition, banks should invest in consumer groups to sensitive customers on credit card issues.

scholarly journals EFFECT OF CUSTOMER SERVICE QUALITY ON CONSUMER SATISFACTION: A CASE OF THE NIC BANK LIMITED

2017 ◽  
Vol 2 (1) ◽  
pp. 39
Author(s):  
Christopher Mwangi ◽  
Dr. Paul Katuse
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Credit Card ◽  
Consumer Satisfaction ◽  
Service Failure ◽  
Sampling Technique ◽  
Primary Data ◽  
Infinite Population ◽  
Banking Business ◽  
Descriptive Survey

Purpose: The purpose of the study was to establish the effect of customer service quality on consumer satisfaction, a case of the NIC bank limited.Methodology: The descriptive survey research design was preferred for the study. The population of the study was over 10,000 credit card holders in NIC Bank. Snow balling sampling technique was appropriate for this study because credit card customers were not keen on cooperating because of the sensitivity of information gathered and only cooperated on referral from friends. Fishers’ formula was used for calculating the sample size of an infinite population which amounted to 384 but for the purpose of improving the response rate, the study added 16 more respondents to total up to 400. The study used primary data. The study used a questionnaire as the preferred data collection tool. Information was sorted, coded and input into the statistical package for social sciences (SPSS) for production of descriptive statistics. The results were presented using tables and pie charts to give a clear picture of the research findings.Results: Based on the findings, the study conclded that organizations must offer their customers quality service. It was also possible to conclude that customer service was the base for business expansion because of the stiff competition prevalent in the banking industry. Results also led to conclusion that the survival of banking business is dependent on customer service. Results also led to conclusion that the customers give firms the chance to correct a service failure.Unique contribution to theory, practice and policy: Based on the findings, the study recommends that banks should emphasize that the credit customer service operatives are honest. In addition the study recommends that the banks should give customers a chance to suggest on noted service failure.

scholarly journals INFLUENCE OF COST OF CREDIT ON CONSUMER SATISFACTION: A CASE OF THE NIC BANK LIMITED

2017 ◽  
Vol 2 (1) ◽  
pp. 1
Author(s):  
Christopher Mwangi ◽  
Dr. Paul Katuse
Keyword(s):  
Interest Rate ◽  
Interest Rates ◽  
Credit Card ◽  
Consumer Satisfaction ◽  
Sampling Technique ◽  
Primary Data ◽  
Infinite Population ◽  
Study Results ◽  
The Government ◽  
The Interest Rate

Purpose: The purpose of the study was to establish the influence of cost of credit on consumer satisfaction, a case of the NIC bank limited.Methodology: The descriptive survey research design was preferred for the study. The population of the study was over 10,000 credit card holders in NIC Bank. Snow balling sampling technique was appropriate for this study because credit card customers were not keen on cooperating because of the sensitivity of information gathered and only cooperated on referral from friends. Fishers’ formula was used for calculating the sample size of an infinite population which amounted to 384 but for the purpose of improving the response rate, the study added 16 more respondents to total up to 400. The study used primary data. The study used a questionnaire as the preferred data collection tool. Information was sorted, coded and input into the statistical package for social sciences (SPSS) for production of descriptive and inferential statistics. The results were presented using tables and pie charts to give a clear picture of the research findings.Results: Based on the findings, the study conclded that that credit card interest rate was competitive compared to other offerings in the market, the credit card interest rate is better than overdraft rates.  It was concluded that the credit card interest rate was affordable compared to shylock interest rates. Results led to the conclusion that the penalties were lower than those of competitors. Study results show that the credit card joining fee was affordable compared to other products, the credit card joining fee was lower than that of competitors. Results also led to the conclusion that the penalties were very high. Results also led to the conclusion that credit card interest rate were affordable compared to Sacco interest.Unique contribution to theory, practice and policy: Based on the findings, the study recommends that the Government should legalise the interest rate within the banks and make it affordable to the consumers. In addition the banks should lower the credit card joining fee as this will motivate more customers to join and therefore an additional benefit the banks.

scholarly journals Peningkatan Minat Penggunaan Kartu Kredit Syariah Melalui Pendekatan Kepercayaan, Sikap, dan Pendapatan

2018 ◽  
Vol 1 (1) ◽  
Author(s):  
Aprillia Russetyowati
Keyword(s):  
Linear Regression ◽  
Multiple Linear Regression ◽  
Credit Card ◽  
Credit Cards ◽  
Sampling Technique ◽  
Primary Data ◽  
Modern Economy

Sharia credits card has become a lifestyle of modern economy society in non-cash transactions. The use of sharia credit cards always raising period to period with various factors. These factors include trust, attitude, and income. The purpose of this study wants to determine the effects of trust, attitude, and income on interested in using sharia credit card. The study uses primary data from interviews with 38 lecturers of FEBI IAIN Surakarta which selected by boring sampling technique. The data had been analyzed by multiple linear regression. The result shows that each is of trust, attitude, and income affect positively and significantly to interested in using sharia credit card. The research gives a contribution to (a) academician; as an evidence of theory, (b) Sharia Bank; information to analyze the factors that affect to interested in using sharia credits.

scholarly journals ANALISIS KUALITAS PELAYANAN DENGAN MENGGUNAKAN METODE FUZZY-SERVQUAL PADA KANTOR POS PUSAT KOTA PADANG

Jurnal Ecogen ◽  
2019 ◽  
Vol 2 (1) ◽  
pp. 18
Author(s):  
Widia Afriyuni ◽  
Rahmiati Rahmiati ◽  
Muthia Roza Linda
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Sampling Technique ◽  
Total Sample ◽  
Primary Data ◽  
Post Office ◽  
City Center ◽  
A Value ◽  
Analysis Technique

This study aims to analyze: (1) The level of customer satisfaction with the quality provided by the Padang City Center Post Office (2) Service attributes that need to be improved in service quality at the Padang City Center Post Office so as to improve customer satisfaction (3) Quality dimensions services that have the greatest influence on customer satisfaction at the Padang City Center Post Office. The population of this research is the Post Office customers with unknown number of respondents. The sampling technique of this study was accidental sampling technique with a total sample of 100 people. The data used is primary data. The data analysis technique uses the fuzzy-servqual method using Microsoft Excel software. The results showed that: (1) The level of consumer satisfaction is low because the overall servqual (gap) value is negative, namely -0.75 (2) There are 17 attributes that need to be improved from the 22 attributes that are tested to improve the quality of service at the Post Office Padang City Center (3) Dimensions of service quality with the biggest gap is the dimension of responsiveness with a value of -1.32.Keywords: Service Quality, fuzzy-servqual, customer satisfaction

scholarly journals Faktor-Faktor yang Mempengaruhi Kepuasan Konsumen Kedai “Pesenkopi” di Kota Malang

2020 ◽  
Vol 3 (1) ◽  
pp. 40
Author(s):  
Siti Saniah ◽  
Bambang Yudi Ariadi ◽  
Harpowo Harpowo
Keyword(s):  
Consumer Satisfaction ◽  
Sampling Technique ◽  
Primary Data ◽  
Validity And Reliability ◽  
Coffee Shop ◽  
P Values ◽  
Path Coefficients ◽  
Quality Of Products ◽  
Data Analysis Methods

The purpose of this study are as follows: 1. To find out the quality of products to consumers satisfaction Pesen Kopi Malang 2. To find out the brand of consumer satisfaction Pesen Kopi Malang 3. To find out loyalty to consumers satisfaction Pesen Kopi Malang. This research was conducted at Malang Coffee Pesen Coffee Shop in January-February 2020. The type of data used in this study is quantitative data obtained from the distribution of questionnaires. The sampling technique is using accidental sampling. Sampling amounted to 75 respondents. Data collection techniques are primary data and documentation. Data analysis methods used were validity and reliability tests, to analyze the PLS Warp. The results of the path coefficients and P values on customer satisfaction are only variables X3 (loyalty) which are significant, that is <0.001 <0.05 and X1 (product quality), X2 (brand) is not significant.

scholarly journals EFFECT OF FINANCIAL PLANNING AND WORKING CAPITAL MANAGEMENT ON THE PERFORMANCE OF FRUIT FARMING IN KENYA: A CASE OF MACHAKOS COUNTY

2018 ◽  
Vol 3 (1) ◽  
pp. 19
Author(s):  
Luciana Muthoki Nyamai
Keyword(s):  
Financial Planning ◽  
Sampling Technique ◽  
Target Population ◽  
Primary Data ◽  
Unique Contribution ◽  
Capital Management ◽  
Working Capital ◽  
Working Capital Management ◽  
Training Support ◽  
The Government

Purpose: The purpose of this study was to establish the effect of financial planning and working capital management on the performance of fruit farming. Methodology: Descriptive research and correlation research design were used in this study. The target population in this study was fruit farmers in Mwala Sub County in Machakos County who were 2702. Quota sampling technique was used and the sample size was 348. Primary data was collected using a questionnaire. Quantitative data was analyzed by use of descriptive and inferential statistics (correlation). Qualitative data collected was analyzed using content analysis technique. The findings of this study were presented in tables, charts and graphs. Results: The study established that financial plans have a positive and significant correlation with performance of fruit farming. Working capital management, too, was found to have a positive and significant correlation with performance of fruit farming. Unique Contribution to Theory, Policy and Practice: Based on these findings, the researcher recommended that the agricultural ministry in the county government need to train mango farmers on financial planning and have follow-up programs on the same. The study also recommended that the government, NGOS and investors whose interest lies in supporting farmers need to extend their training support to them. Further, financial institutions need to implement mechanisms for supporting the mango farmers financially.

scholarly journals Pengaruh Harga Dan Pelayanan Terhadap Kepuasan Penumpang Transportasi Darat KA Sibinuang Jurusan Padang-Pariaman

Jurnal Ecogen ◽  
2019 ◽  
Vol 2 (4) ◽  
pp. 643
Author(s):  
Ronny Mardhino ◽  
Yulhendri Yulhendri
Keyword(s):  
Consumer Satisfaction ◽  
Sampling Method ◽  
Secondary Data ◽  
Sampling Technique ◽  
Primary Data ◽  
Regional Division ◽  
Passenger Satisfaction ◽  
Train Services ◽  
Division Ii ◽  
The Relationship

This study aims to reveal the effect of price and service on consumer satisfaction of Sibinuang railroad transportation in Padang-Pariaman. This study departs from the phenomena associated with passenger dissatisfaction with Sibinuang train services. This research is a type of causative. Causative research aims to analyze the relationship between one variable with another variable or how a variable affects other variables. In this case the effect of price and service on the satisfaction of the passengers of the Sibinuang Train PT. Kereta Api Indonesia (Persero) Regional Division II West Sumatera. The population in this study are people who have used the Sibinuang train service majoring in Padang-Pariaman, PT. Kereta Api Indonesia (Persero) Regional Division II West Sumatera. The data used are primary data obtained through observation, interviews, questionnaires or questionnaires distributed at several stations / shelters that are passed by the train and secondary data obtained from the company. The sampling technique used in this study is a non-probability sampling method with accidental sampling technique .. The analytical method used is multiple regression analysis using SPSS version 21. For hypothesis testing using the F test and the statistical test t with a level of α = 0.05 . The results of this study indicate that 1) the price does not significantly influence the satisfaction of Sibinuang Train passengers PT. Kereta Api Indonesia (Persero) Regional Division II West Sumatera. 2) Service has a significant effect on the satisfaction of Sibinuang Railroad passengers of PT. Kereta Api Indonesia (Persero) Regional Division II West Sumatera.Keywords: price, service, and passenger satisfaction.

scholarly journals Nonparametric Path Analysis on Consumer Satisfaction and Consumer Engagement in PT Pertamina

2022 ◽  
Vol 21 ◽  
pp. 17-22
Author(s):  
Adji Achmad Rinaldo Fernandes ◽  
Solimun Solimun ◽  
Lailil Muflikhah ◽  
Aisyah Alifa ◽  
Endang Krisnawati ◽  
...  
Keyword(s):  
Path Analysis ◽  
Consumer Satisfaction ◽  
Dna Analysis ◽  
Sampling Technique ◽  
Primary Data ◽  
Average Score ◽  
Consumer Engagement ◽  
Consumer Service ◽  
A Value ◽  
Variable Measurement

The purpose of this research is to apply nonparametric path analysis on consumer satisfaction and consumer engagement of PT Pertamina. The results of the analysis are expected to be able to provide an estimate of the function in determining consumer satisfaction and consumer engagement of PT Pertamina. This study uses primary data involving five variables, namely Digitalization (X1), Consumer Needs (X2), Consumer Service (X3), Consumer Satisfaction (Y1), Consumer Engagement (Y3). Variable measurement technique is done by calculating the average score on the items. Sampling in this study used a purposive sampling technique with the respondent's criteria being company leaders. The result of this research is the estimation of nonparametric Path function using MARS approach on various interactions. The best estimate of the function of obedient behavior in paying credit is when it involves 3 variables, namely the digitization variable (X1), Consumer Needs (X2), Consumer Service (X3) with a value ofgeneralized cross-validation The smallest (GCV) obtained is 0.2833. The originality of this research is that the variables used are the results of DNA analysis (Discourse Network Analysis), where the analysis extracts information from cyberspace which is then formed as the main issue and becomes a variable. In addition, there is no previous research that examines nonparametric path analysis on PT Pertamina's consumer satisfaction and engagement.The purpose of this research is to apply nonparametric path analysis on consumer satisfaction and consumer engagement of PT Pertamina. The results of the analysis are expected to be able to provide an estimate of the function in determining consumer satisfaction and consumer engagement of PT Pertamina. This study uses primary data involving five variables, namely Digitalization (X1), Consumer Needs (X2), Consumer Service (X3), Consumer Satisfaction (Y1), Consumer Engagement (Y3). Variable measurement technique is done by calculating the average score on the items. Sampling in this study used a purposive sampling technique with the respondent's criteria being company leaders. The result of this research is the estimation of nonparametric Path function using MARS approach on various interactions. The best estimate of the function of obedient behavior in paying credit is when it involves 3 variables, namely the digitization variable (X1), Consumer Needs (X2), Consumer Service (X3) with a value ofgeneralized cross-validation The smallest (GCV) obtained is 0.2833. The originality of this research is that the variables used are the results of DNA analysis (Discourse Network Analysis), where the analysis extracts information from cyberspace which is then formed as the main issue and becomes a variable. In addition, there is no previous research that examines nonparametric path analysis on PT Pertamina's consumer satisfaction and engagement.

scholarly journals TINGKAT KEPUASAN KONSUMEN WHAT’S UP CAFE MANADO

2019 ◽  
Vol 15 (3) ◽  
pp. 433
Author(s):  
Virjinia ., Tulungen ◽  
Theodora Maulina Katiandagho ◽  
Agnes Estephina Loho
Keyword(s):  
Customer Satisfaction ◽  
Consumer Satisfaction ◽  
Scientific Journal ◽  
Secondary Data ◽  
Sampling Technique ◽  
Primary Data ◽  
The Internet ◽  
Journal Articles ◽  
Research Topics

The purpose of this study was to determine the level of consumer satisfaction What's Up Cafe Manado regarding products, prices, places, and services. This research was conducted for 2 months from February to March 2019. Determination of the sample using accidental sampling technique. Data collected in this study are primary data and secondary data. Primary data were collected from direct interviews with 30 respondents (consumers) using a questionnaire with a Likert scale.Secondary data were obtained from local bookstores and the internet. From the internet using Google Scholar to get books, scientific journal articles and theses from other universities related to research topics on the level of consumer satisfaction. The results showed that the level of consumer satisfaction of What’s Up Cafe Manado overall was classified as very satisfied by 82.04%. In detail, the level of customer satisfaction for What's Up Cafe for the very satisfied category was 84.45% for product variables, 83.99% for prices, and 80.33% for places. For the satisfied category, the service variable is 79.99%.*eprm*

scholarly journals PERLINDUNGAN HUKUM BAGI NASABAH PERBANKAN TERHADAP KEJAHATAN KARTU KREDIT

2019 ◽  
Vol 17 (1) ◽  
Author(s):  
Sri Wulandari
Keyword(s):  
Credit Card ◽  
Credit Cards ◽  
Legal Protection ◽  
Secondary Data ◽  
Criminal Code ◽  
Primary Data ◽  
Penal Policy ◽  
Legal Development ◽  
Positive Law ◽  
Financial Transactions

<div class="page" title="Page 1"><div class="layoutArea"><div class="column"><p><span>Banking in facing the pace of technology in financial transactions in the use of credit cards as a means of payment runs safely. Protection of bank customers against misuse of credit cards so that customers are in a disadvantaged position. This study uses secondary data / literature as primary data supported by primary data, descriptive qualitative data presentation. Credit card crime has not been formulated normatively in Indonesia's positive law. The National Legal Development Agency (BPHN) tries to identify forms of cyberspace (credit card) activities with the Criminal Code, Banking Law, ITE Law and Consumer Protection Law. The policy regarding the regulation of credit card crimes is unclear, Article 263 and Article 378 of the Criminal Code are not relevant to be used to deal with criminal acts of credit card misuse, because there are some weaknesses that credit cards cannot be interpreted as letters. Therefore, legal protection for credit card customers can be surprised if there is participation from various parties regarding their rights and obligations, while the bank must be more open with credit card customers. Efforts to tackle credit card crime are carried out by means of a penal and non-penal policy that is to ensnare carders (credit card criminals) with the Criminal Code Articles by maximizing criminal threats and preventive measures by improving the credit card operational standard system as a form of security . </span></p></div></div></div>

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