Judul: The Effect of Service Quality on Customer Satisfaction: A Case Study of the Prioritas Bank Jambi KCP Jakarta
Abstrak: Bank Umum konvensional di Indonesia terdiri sebanyak empat Bank Persero, 27 Bank pembangunan daerah, 60 Bank Swasta Nasional, delapan Kantor Cabang Bank Asing, sedangkan Bank Umum syariah di Indonesia terdiri sebanyak dua Bank Pembangunan Daerah dan 12 Bank Swasta Nasional. Dari sebanyak 107 Bank Umum, terdapat 25 Bank Pembangunan Daerah dengan 5122 kantor Bank Konvensional Pembangunan Daerah tersebar di Indonesia yang jumlahnya bertambah dari tahun ke tahun. Salah satu bentuk kualitas pelayanan adalah service excellent, yaitu suatu kepedulian karyawan terhadap nasabah dengan memberikan pelayanan yang baik serta memberikan kemudahan, kebutuhan nasabah, mendengarkan keluhan nasabah dan memberikan solusi yang tepat juga inovatif. Persaingan dalam Industri perbankan, bank menawarkan produk yang sama secara global sehingga kualitas layanan menjadi hal penting untuk membedakannya dipasar. Tujuan dari penelitian ini (1) Mengetahui karakteristik nasabah Bank Jambi di Jakarta (2) Menganalisis tingkat kepuasan nasabah Bank Jambi di Jakarta (3) Menganalisis pengaruh kualitas pelayanan terhadap kepuasan nasabah Bank Jambi di Jakarta. Jenis penelitian ini adalah kuantitatif dan kualitatif, dan sumber data diperoleh dari data primer (kuesioner). Metode yang digunakan adalah metode analisis deskriptif, analisis Structural Equation Modeling – Partial Least Square (SEM-PLS), analisis Customer Statisfaction Index (CSI), dan Important Performance Analysis (IPA). Hasil temuan penelitian berupa terdapat pengaruh positif dan signifikan kualitas layanan terhadap kepuasan nasabah Bank Jambi di KCP Jakarta Prioritas, peringkat indeks kepuasan nasabah di KCP Jakarta Prioritas, dan tingkat kinerja dan kepentingan kepuasan nasabah di KCP Jakarta Prioritas, Conventional commercial banks in Indonesia consist of four state-owned banks, 27 regional development banks, 60 national private banks, eight foreign bank branch offices, while sharia commercial banks in Indonesia consist of two regional development banks and 12 national private banks. Of the 107 Commercial Banks, there are 25 Regional Development Banks with 5,122 Regional Development Conventional Bank offices spread across Indonesia, whose numbers are increasing from year to year. One form of service quality is excellent service or excellent service and products, namely an employee's concern for customers by providing good service and providing convenience, customer needs, listening to customer complaints and providing appropriate and innovative solutions. Competition in the banking industry, banks offer the same products globally so service quality is important to differentiate them in the market. The aims of this research are (1) to know the characteristics of customers of Bank Jambi in Jakarta (2) to analyze the level of customer satisfaction of Bank Jambi in Jakarta (3) to analyze the effect of service quality on customer satisfaction of Bank Jambi in Jakarta. This type of research is quantitative and qualitative, and data sources are obtained from primary data (questionnaire). The method used is descriptive analysis method, Structural Equation Modeling – Partial Least Square (SEM-PLS) analysis, Customer Statistics Index (CSI) analysis, and Important Performance Analysis (IPA). The results of the research findings are that there is a positive and significant influence of service quality on customer satisfaction of Bank Jambi at KCP Jakarta Prioritas, the index rating of customer satisfaction at KCP Jakarta Prioritas, and the level of performance and customer satisfaction at KCP Jakarta Prioritas
Keyword: Structural Equation Modeling, Customer Statisfaction Index, Importance Performance Analysis

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: Trichomonas Gallinae Penyebab Trichomonosis Pada Unggas
Abstrak: Trichomonas gallinae adalah protozoa yang bergerak aktof dengan keempat flagella yang mempunyai layar dan pada salah satu sisinya terdapat membran seperti sirip ikan yang berombak. Spesies dari genus Trichomonas ini mempunyai arti penting pada unggas, karena dapat menyebabkan infeksi pada alat pencernaan bagian atas.
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