Artikel / Jurnal Kualitas Jasa (ServQual)

Selasa, 27 Maret 2012

Pengaruh Kualitas Pelayanan Jasa Unit Program Kemitraan Dan Program Bina Lingkungan (PKBL) PT Askes (Persero) Terhadap Loyalitas Mitra Binaan

oleh : Dara Puspita & Iwan Ridwansyah

(Publikasi pada : Proceeding Seminar Nasional Akuntansi - Bisnis (SNAB) 2012, 27 Maret 2012, ISSN : 2252-3936)

ABSTRAK
Krisis ekomoni yang berkepanjangan membuat banyak sekali Usaha Kecil Menengah gulung tikar, agar bisnis mereka tetap berjalan para UKM mengambil alternatif dengan mengajukan kredit. PT Askes (Persero) salah satu Badan Usaha Milik Negara yang tidak hanya bergerak dibidang pelayanan kesehatan namun juga bergerak dibidang pemberian bantuan pinjaman dana atau kredit yang dilaksanakan oleh Unit Program Kemitraan dan Program Bina Lingkungan (PKBL).
Keyword: PKBL, Kualitas Pelayanan Jasa, PT Askes (Persero)

Latar Belakang Penelitan
Krisis ekonomi yang berkepanjangan di Indonesia menyebabkan barang-barang mengalami kenaikan harga.Mulai dari harga sembako sampai ke harga BBM, semua mengalami kenaikan. Salah satu dampak yang dapat dilihat adalah banyaknya usaha kecil yang gulung tikar akibat dari krisis ekonomi yang berkepanjangan ini. Alternatif lain yang yang diambil oleh para pengusaha kecil ini agar bisa tetap memenuhi kebutuhan hidupnya adalah dengan cara mengajukan kredit agar usahanya tetap berjalan. PT Askes (Persero) salah satu Badan Usaha Milik Negara yang bergerak di bidang jasa pemberi pelayanan kesehatan.Selain itu PT Askes (Persero) juga memiliki pelayanan jasa Unit Program Kemitraan dan Program Bina Lingkungan (PKBL) yang memiliki bentuk program berupa. . . . .. . . . . (baca_selengkapnya )

Artikel lengkap dikompilasi oleh/hubungi :
Kanaidi, SE., M.Si (Penulis, Peneliti, PeBisnis, Trainer dan Dosen Marketing Management). e-mail ke : kana_ati@yahoo.com atau kanaidi@poltekpos.ac.id

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Selasa, 13 Maret 2012

The Effect of Customer Satisfaction on Behavioral Intentions

A Study on Consumer Behavior of Car Insurance Consumers in Melbourne, Australia
Oleh : Wahyuningsih & Djayani Nurdin
(Publikasi pada : Integritas - Jurnal Manajemen Bisnis, Vol. 3 No. 1. April - Juli 2010)

Abstract

It has often been argued that customer satisfaction can contribute significantly to a company’s success in a variety of ways. This research aims to investigate the effect of customer satisfaction on behavioural intentions. Two determinants of behavioral intentions examined in this study namely repurchase intentions and positive word-of-mouth communication. The model has been tested using surveyed data from 546 car insurance consumers in Melbourne, Australia. The empirical results of this study show that the higher the level of satisfaction, the higher the consumer’s intentions to repurchase and inform positive information about the purchased product and company to other people. This means that the more satisfied the consumers the more likely they are to repurchase car insurance from the same company and more likely to do positive word-of-mouth communication. Thus, behavioral intentions expressed by consumers depend on their levels of satisfaction. Hence, the company might maintain their existing customers and attract new consumers to achieve better financial performance.
Discussion and managerial implications are provided based on research results.

Keywords: customer satisfaction, behavioral intentions, repurchase intentions, word of mouth communication

Abstrak
Banyak kalangan berargumen bahwa kepuasan pelanggan dapat memberikan kontribusi yang signifikan terhadap keberhasilan perusahaan dengan berbagai cara. Penelitian ini bertujuan untuk mengkaji pengaruh kepuasan pelanggan terhadap intensi dalam berperilaku di kemudian hari. Dua determinan dari intensi berperilaku yang dikaji dalam penelitian ini adalah intensi untuk melakukan pembelian ulang dan komunikasi dari mulut ke mulut (getok tular). Model studi ini telah diuji menggunakan data survei dari 546 pelanggan asuransi mobil di Melbourne, Australia. Hasil empiris dari penelitian ini menunjukkan bahwa semakin tinggi tingkat kepuasan konsumen, maka semakin tinggi juga keinginannya untuk melakukan pembelian ulang dan menginformasikan hal-hal yang positif kepada orang lain. Hal ini berarti bahwa semakin puas seorang konsumen, maka ia akan cenderung untuk melanjutkan membeli produk asuransi dari perusahaan yang sama dan melakukan getok tular yang positif. Sehingga dapat dikatakan bahwa intensi konsumen dalam berperilaku di kemudian hari akan sangat tergantung dari tingkat kepuasannya. Dengan demikian, perusahaan akan dapat menjaga pelanggan yang sudah ada saat ini dan dapat menarik konsumen baru untuk mencapai kinerja keuangan yang lebih baik. Pembahasan dan rekomendasi untuk para manajer akan diuraikan berdasarkan hasil penelitian.

Keywords: customer satisfaction, behavioral intentions, repurchase intentions, word of mouth communication

There have been extensive researches in customer satisfaction for many years. Customer satisfaction has been considered by companies as a key strategic to company’s success, long-term competitiveness (Law, Hui, and Zhao, 2004; Woodruff and Gardial, 1996) and a central construct in marketing research (Luo and Homburg, 2007). This increasing concern has mainly been due to intense competition, particularly in service industries, and the current focus on the relationship between consumers and organizations, which is the core of relational marketing approach (Bodet, 2008).
Many companies spend as much as half of their research budget on measuring customer satisfaction (Wilson, 2002), since customer satisfaction studies provides several advantages for companies. A satisfied consumer is more likely to stay with the same company (Turk and Avcilar, 2009; Anderson and Fornell, 1994) and involve in a positive word-of-mouth communication (Jones and Suh, 2000). In line with these premises, this study examines the relationship between customer satisfaction and two behavioral intentions: repurchase intention and intention to do word-of mouth communication . . . . .(baca_selengkapnya)

Artikel lengkap dikompilasi oleh/hubungi :

Kanaidi, SE., M.Si (Penulis, Peneliti, PeBisnis, Trainer dan Dosen Marketing Management).
e-mail ke :kana_ati@yahoo.com atau kanaidi@poltekpos.ac.id

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Senin, 12 Desember 2011

PENGARUH KUALITAS FUNGSIONAL, KUALITAS TEKNIS, CITRA ORGANISASI, KUALITAS PELAYANAN, NILAI PELAYANAN, KEPUASAN NASABAH TERHADAP LOYALITAS NASABAH BANK

SURVEI PADA NASABAH BANK SYARIAH DI KOTA BANDUNG

oleh : Suparno Saputra & A. Rohendi

(Dipublikasikan pada : ProMark Vol.2 No.1 Juni 2011, hal.22-39)

Abstract

Quality of service enables a company to differentiate its competitors by increasing sales and market share, provide cross selling opportunities, improving relationships with customers. There by improving the image of the organization. Quality of service generate customer satisfaction and retention and employee, thereby reducing the turnover rate. The purpose of this research is to know respondent comments about the functional quality, technical quality, the organization's image, service quality, and value provided by Bank Mandiri Syariah, and the level of customer satisfaction and loyalty Bank Syariah Mandiri.

Functional quality, consists of five dimensions, namely: reliability, responsiveness, assurance, empathy, and tangible. Perceived value that include functional value, social value, emotional value, and perceived sacrifice. Customer loyalty which include oral communication, the desire to buy, price sensitivity, compleint behavior. From the results of analysis show that on average respondents rated the quality variables of functional, technical quality, the organization's image, service quality, service value, satisfaction, and customer loyalty is generally good. While all of the exogenous variables affect endogenous variables.

Keyword: Functional Quality, Technical Quality, The Organization's Image, Service Quality,

Value, Customer Satisfaction, and Loyalty.

I. PENDAHULUAN

1.1. Latar belakang permasalahan

Dimensi kualitas pelayanan menurut Model Gronross (Model Eropa) terdiri dari kualitas fungsional, kualitas teknis dan citra perusahaan. Dimensi kualitas pelayanan menurut Parasuraman (Model Amerika Serikat) yang dikenal dengan SERVQUAL, yang terdiri dari dimensi Tangible, Empathy, Reliability, Responsiveness dan Assurance. Gronross menamakannya Kualitas Fungsional (Kang & James,2004). Dalam era modern memberikan nilai yang superior telah menjadi perhatian dalam membangun dan mempertahankan keunggulan kompetitif dengan mewujudkan kinerja manajamen hubungan dengan pelanggan (Wang, Lo, Chi dan Yang,2004). Shun Yin Lam et al (2003) menyatakan bahwa kepuasan pelanggan mempengaruhi loyalitas pelanggan. dampak kepuasan pelanggan terhadap perilaku pelanggan dan sikap ingin membeli kembali (Shankar, Smith dan Rangaswamy, 2003).

Kaitan dengan dunia perbankan di Indonesia, Bank Indonesia telah merumuskan sebuah Grand Strategi Pengembangan Pasar Perbankan Syariah, sebagai strategi komprehensif pengembangan pasar yang meliputi aspek-aspek strategis, yaitu: Penetapan visi 2010 sebagai industri perbankan syariah terkemuka di ASEAN. Dengan kata lain, perbankan Syariah nasional harus sanggup untuk menjadi . . . . . . (baca_selengkapnya)

Artikel lengkap dikompilasi oleh/hubungi :

Kanaidi, SE., M.Si (Penulis, Peneliti, PeBisnis, Trainer dan Dosen Marketing Management).
e-mail ke :kana_ati@yahoo.com atau kanaidi@poltekpos.ac.id

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Selasa, 23 Agustus 2011

DI JUAL CEPAT Rumah di "Puri Margawangi" Kota BANDUNG

BURUAN . . . . . .

DIJUAL CEPAT (TANPA PERANTARA) sebuah Rumah Strategis Di Kota BANDUNG:

Alamat : "Puri Margawangi" Jl. Margawangi Raya No 1 RT 05/17 Kel Margawangi Margacinta - Bandung
Luas Rmh : 114 M
Kondisi : Layak huni/Permanen (3 Kamar Tidur, 1 RUtama, 1 RKeluarga, 2 Kamar Mandi, Dapur),
Lokasi Strategis (Dekat dengan Masjid, Dekat ke Pertokoan/Pasar, / Bank-Bank / Taman)
Fasilitas : Telpon, Jetpam, PLN 2.200KWh, Water Heater, Garasi Luas.
Cocok Utk : Rumah Tinggal

MINAT? . . . . . Click di http://ken-jualrmh.blogspot.com/

Contact : Mela (Hp : 085222949788) & KEN Kanaidi (Hp : 0812 2353 284)
e-mail : netkas_mela@yahoo.com

e-mail : kana_ati@yahoo.com

Senin, 06 Juni 2011

The Relevance of the Quality Construct to Wine Consumption

by : Steve Charters & Simone Pettigrew

ABSTRACT

This study focused on consumers’ difficulties with the concept of quality using the example of wine quality. The research was carried out because previous academic perspectives on quality have focused on the conceptual problems faced by researchers, rather than concentrating on the difficulties consumers may have with the idea of quality. Informants reported that dealing with quality in an aesthetic product like wine is complex, partly due to the abstract nature of the product, partly because of the focus required during engagement, and partly because of the difficulty of verbalising that engagement.

INTRODUCTION
This study focused on the difficulty drinkers can experience with the concept of quality using the example of wine quality. Quality is a term which is used almost daily by both marketers and consumers. The concept is an important issue within the field of consumer behaviour, with much discussion focused on trying to explain its nature and scope (Holbrook and Corfman 1985, Zeithaml 1988, Sweeney and Soutar 1995, Steenkamp 1990). Although consumer researchers acknowledge the problem of determining precisely what product quality is from an academic perspective, they appear to pay less attention to the dilemmas faced by consumers in defining the concept. This article is an attempt to redress this imbalance by exploring consumers’ understanding of the concept of quality in wine.
Using the Term Quality Marketing academics have readily acknowledged that quality is difficult to define (Steenkamp 1990, Zeithaml 1988, Sweeney and Soutar 1995, Holbrook 1999). It seems that the confusion arising from varying interpretations of the term have led researchers to focus less on the nature of quality itself and more on its relationship to other variables. Where quality is addressed, the main emphasis of marketing researchers has been to try to categorise and define quality in an academic sense, rather than focus on the problems consumers face in . . . . . (baca_selengkapnya )

Artikel lengkap dikompilasi oleh/hubungi :

Kanaidi, SE., M.Si (Penulis, Peneliti, PeBisnis, Trainer dan Dosen Marketing Management). e-mail ke : kana_ati@yahoo.com atau kanaidi@poltekpos.ac.id

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ASSESSING ACTUAL SERVICE PERFORMANCE: INCONGRUITIES BETWEEN EXPECTATION AND EVALUATION CRITERIAM

by : Valerie A. Taylor & Anthony D. Miyazaki

Published : Advances in Consumer Research Volume 22, 1995 Page 599-605

ABSTRACT

A key link in both service quality and service satisfaction models is the link between the actual service and the perceived service. However, this link, which is particularly critical for services that are high in credence qualities, is often weak and has received limited attention in the marketing and consumer behavior literature. The processes involved in forming expectations and evaluations for such services are considered in this paper and particular incongruities are illustrated. The authors then present propositions which examine the process by which consumers may evaluate services high in credence attributes and discuss consumer and marketer implications of the discussed incongruities.

INTRODUCTION

Significant advances are being made concerning satisfaction and quality perceptions for services. However, a key link in the service quality model has received limited attention: the link between the actual service and the perceived service, particularly regarding services high in credence attributes (i.e., those that cannot be easily evaluated by consumers without consulting expert opinion [Steenkamp 1990]). Because many consumers are not able to appropriately evaluate services high in credence attributes (e.g., auto repair, technical services, medical procedures), there are concerns regarding consumer fraud. Specifically, the opportunity exists for service providers to misrepresent services that are needed or performed, which ultimately might result in monetary and other types of losses to consumers and loss of consumer confidence toward the companies or industries involved. (Additionally, consumer inability to appropriately evaluate services high in credence attributes might alternatively work against the service provider. In this situation, rather than consumer fraud, the concern is that consumers may perceive the service more negatively than deserved.)

Consequently, an understanding of the . . . . . .(Read More)

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Jumat, 20 Mei 2011

Service Quality, Customer Satisfaction, and Behavior Intention in Service Factory and Professional Service

- An Exploratory Research in Japanese Airline Service and Hair Salon Service

by : Kaede Takahashi

Abstract

The present study explores the dominant dimensions of service quality (SQ) and the interrelationship among service quality (SQ), customer satisfaction (SAT) and behavioral intention (BI) in two different service categories (service factory and professional service) in Japan. A customer survey was conducted to examine moderation hypotheses, which was analyzed by factor analysis and covariance structure analysis. The results show that the dominant dimensions of SQ are different in the two service categories. However, although there are positive effects both in SQ BI and SQ SAT BI, the indirect effect through SAT seemed more significant than the direct effect, regardless the difference between service categories.
Keyword : Japan, Service quality, Customer satisfaction, Behavioral intentions, Factor analysis

Introduction
Most countries can be defined as “service economies”, because the contribution of the service sector to GDP is considerably greater than that manufacturing and agriculture combined.
Japan is the country that seems to lag behind the rest of the highly industrialized countries in both service industry contributions to GDP and the share of the workforce employed in the service sector (Patrik STROM, 2005). According to the date of Japanese Statistic Bureau (2006), the rate of employment in service industry increased 9.6% compared with other industries.
In both their general background and tendency, more and more researchers seem to become interested in service marketing and relationship marketing. In recent years, not only in academic world, relationship marketing has moved beyond the sphere of academia to be used to positively in the industrial world (Minami. C, 2006). However, many service managers have found that merely increasing service quality is not sufficient to induce high customer satisfaction and/or repurchase behavior (Michael K. Brady, et al, 2006). Therefore, the mechanism surrounding service quality, satisfaction and behavioral intention appears to interest both researchers and service managers. . . . . . .

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Artikel lengkap dikompilasi oleh/hubungi :

Kanaidi, SE., M.Si (Penulis, Peneliti, PeBisnis, Trainer dan Dosen Marketing Management).

e-mail ke : kana_ati@yahoo.com atau kanaidi@poltekpos.ac.id

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