Judul: Pengaruh Produk Perbankan Dan Mutu Pelayanan Terhadap Kepuasan Nasabah Yang Berimplikasi Pada Kinerja PT Bank Negara Indonesia (Persero) Tbk., Kantor Cabang Utama Jakarta Pusat
Abstrak: Banking industry is very closely related to trust, service and customer interactions. In choosing a bank, customers have several reasons such as high interest rates, well known banks, various product or attention from bank officer to customers individually. The product, good and services must be given as customer desire and customer needs. Customer is the key success of a bank to survive in the rapid competition at this time. Therefore, bank make certain strategies to satisfy their customer and upgrade the service quality by listening the customer needs. This study conducted to describe customer satisfaction effected by banking products and service quality of PT BNI KCU Jakarta Pusat that has implications to their performance. The aims of PT BNI KCU Jakarta Pusat’s study are (1) to define customer valuation against banking products and service quality PT BNI KCU Jakarta Pusat, (2) to identify factors that bank needs to improve and maintained (3) to analyze influence of banking products and service quality against customer satisfaction that has implications for the performance of PT BNI KCU Jakarta Pusat. Descriptive methods that used in this observation is conducted to do the exact measurement of certain phenomenon, by develop the concept, collecting data from thirty five (35) respondent with purposive sampling and facts from the existing variables, explaining the phenomenon between company performance and services of the customer’s satisfaction. Primary data collection used in this observation by giving questionnaire and secondary data take from book’s, website literature or journals related to the observation. Data analysis use the descriptive statistic, Customer Satisfaction analysis (CSI), Importance Performance analysis (IPA). Based on Customer Satisfaction Index Analysis, the average level of importance value and satisfaction levels of each attribute of service quality are at the level of customer satisfaction index which means that customers are satisfied with the service performance of PT BNI KCU Jakarta Pusat. From IPA, the average of service quality is 4,041 which means that the quality of service that includes reliability, responsiveness, assurance, empathy, tangible is satisfactory while the level of importance is 4,3605 which means that the attributes are important for customers. From the data processing the result of the coefficient determination (adjusted R square) 0,653 or 65,3% customer satisfaction can be explained by banking products and service quality, and the rest (34,7%) caused by other factors.
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Judul: Analisis tingkat kepuasan nasabah PT BNI Tbk (Persero) cabang Jakarta Kota
Abstrak: PT. Bank Negara Indonesia Tbk (Persero) yang bergerak di sektor perbankan, menyadari pentingnya menerapkan pelayanan yang berkualitas sebagai salah satu cara dalam meningkatkan nilai kepuasan terhadap nasabah. PT Bank Negara Indonesia Tbk (Persero) memandang hat ini sebagai strategi untuk menjalin hubungan yang baik dengan nasabah dalam bentuk kemudahan bertransaksi, rnenyampaikan tanggapan, pertanyaan, pandangan dm keIuhan terhadap pelayanan Bank. Penelitian ini bertujuan untuk mengetahui tingkat kepuasan nasabah PT. Bank Negara Indonesia Tbk (Persero), terhadap pelayanan yang diberikan, dan mengetahui kinerja pelayanan yang dianggap kurang baik terhadap nasabah. Survey yang dilakukan terhadap nasabah PT EN1 Tbk (Persero) dilakukan untuk mencapai tujuan tersebut. Anaiisis yang digunakan meliputi statistika deskriptif? indeks kepuasan pengguna, dan importance performonce anaZysis (FA). Hasil survey menunjukkan bahwa atribut-ab-ibut pelayanan yang harus diperbaiki adalah lama waktu tunggu sampai rnendapat pelayanan teller, Iama waktu tunggu sampai mendapat pelayanan CSO, serta kecepatan untuk pelayanan CSO. Nasabah PT BNI Tbk (Persero) secara keseluruhan merasa cukup puas atas kinerja pelayanan yang diberikan pihak perusahaan. Hal ini harus dapat dipertahankan untuk mendapatkan kualitas pelayanan yang optimal.
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Judul: Revisi Marga Maotia Wedd. (Urticacae) di Malesia
Abstrak: A taxonomic revision of genus Maozrtia in Malesia has been done. At present revision, 6 species are recognized namely M. ambigua, M. diversifolia, M. lanceolata, M. platistigma, M puya, and M. setosa. M ambigua is divided into 7 varieties, which one of the variety (i.e. var. tomentosa) n ew to science and another (i.e. var. grandifolia) is a new combination based on M. grandifolia. Two new varieties w i t h M. diversivolia (namely var. novoguinesis and var. suniatrana) are proposed. M. gracilis is recognized here as a synonim 0f M. lanceolata.
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