Judul: Analysis of Service Quality and Customer Satisfaction of Bank  Syariah Mandiri
Abstrak: Persaingan antara perusahaan pada era globalisasi ini semakin tajam, perhatian terhadap kepuasan maupun ketidakpuasan pelanggan telah semakin besar, banyak pihak yang menaruh perhatian terhadap hal ini. Oleh sebab itu, perusahaan harus menempatkan orientasi pada kepuasan pelanggan sebagai tujuan utama. Penelitian ini bertujuan untuk mengidentifikasi standar pelayanan yang diberikan BSM kepada nasabah, menganalisis atribut mana yang menjadi prioritas utama untuk dilakukan perbaikan oleh BSM, menganalisis tingkat kepuasan nasabah terhadap kualitas pelayanan BSM, dan mengetahui urutan peringkat atribut yang harus diperhatikan untuk dilakukan perbaikan yang memiliki nilai potensial. Hasil analisis Customer Satisfaction Index (CSI) nilai kualitas pelayanan terhadap kepuasan nasabah BSM mencapai nilai 76,59%, artinya secara keseluruhan nasabah merasa puas terhadap kinerja pelayanan BSM. Dalam menjaga loyalitas pelanggan, atribut-atribut yang perlu diprioritaskan untuk diperbaiki berdasarkan analisis Importance Performance Analysis (IPA) yaitu atribut tersedianya informasi di BSM yang dapat dimanfaatkan dan diketahui nasabah, memberikan fitur-fitur yang lengkap dalam pelayanan digital, dan nasabah tidak terlalu lama menunggu pelayanan. Selain itu, atribut yang memiliki nilai potensi berdasarkan indeks Potential Gain in Customer Value (PGCV) diatas rata-rata yang dimulai dari atribut yang memiliki nilai PGCV yang paling tinggi., Competition between companies in this era of globalization is getting sharper, attention to customer satisfaction and dissatisfaction has been getting bigger, many parties are paying attention to this. Therefore, companies must place an orientation on customer satisfaction as the main goal. This study aims to identify the service standards provided by BSM to customers, analyze which attributes are the top priority for BSM improvements, analyze the level of customer satisfaction with BSM service quality, and determine the ranking order of attributes that must be considered for improvements that have potential value. The results of the Customer Satisfaction Index (CSI) analysis showed that the value of service quality on BSM customer satisfaction reached a value of 76.59%, meaning that overall customers were satisfied with BSM service performance. In maintaining customer loyalty, the attributes that need to be prioritized for improvement are based on Importance Performance Analysis (IPA), namely the attributes of information available in BSM that customers can use and know, provide complete features in digital services, and customers do not wait too long. service. In addition, attributes that have a potential value based on the Potential Gain in Customer Value (PGCV) index are above the average starting from the attribute that has the highest PGCV value.
Keyword: Customer satisfaction, Service, IPA, CSI, PGCV

Judul: Analisis pengaruh kualitas layanan terhadap kepuasan nasabah (Studi kasus pada nasabah PT. Bank International Indonesia, Tbk Cabang Suryakencana Bogor
Abstrak: This economic growth also indirectly leads to an increase in the level of competition in banking industry. Thus, customer satisfaction becomes the key point to increase product sales in an effort to become a leader in the competition. The more a bank can guarantee customer satisfaction, the more sympathy and trust the bank gets from the customer. The way to serve the customers will greatly affect the number of customers and volume of customer purchases. Reliable product with great promotions will not produce maximum results without excellent customer service. As one of the leading private bank in Indonesia, BII has standard operating procedure that focuses on customer satisfaction. This makes BII always get a good appreciation of its customers ever since. The objectives of this research are (1) to analyze the effect of physical (Tangible) variable against customer satisfaction, (2) to analyze the effect of Reliability against customer satisfaction, (3) to analyze Responsiveness against customer satisfaction, (4) to analyze the effect of Assurance against customer satisfaction, and (5) to analyze the effect of Empathy against customer satisfaction. The research was conducted on customers of PT Bank International Indonesia, Tbk. The number of samples used in this study is a minimum of 125 respondents. Data analysis methods used are validity and reliability test questionnaire. The analysis tools are SEM or Stuctural Equation Model with the help of software SmartPLS. Based on these results it can be seen that the dimensions of service quality, namely tangible, responsiveness, and emphaty has significant positive effect to customers satisfaction of PT. Bank Internasional Indonesia, Tbk. However, reliability and assurance variable has no real effect to customer satisfaction. Variables of service quality dimension which have the most influence on customer satisfaction, which in this research has R-Square value of 0.640, are Tangible Variable (X1), followed by Responsiveness Variable (X3), and Emphaty Variable (X5). This result can be interpreted that customer satisfaction is influenced 64% by variable of service quality analized in this research and 36% by other variable uncovered by this research.
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Judul: Embriogenesis ikan buta (Astyanax fasciatus)
Abstrak: Ikan buta Astyanax fasciatus adalah spesies ikan unik dari famili Characidae yang menempati perairan dalam gua di Wilayah La Cueva Chica-San Luis Potasi-Mexico. Ikan ini memiliki mata yang tereduksi (Blind Cavefish) dan warna kulit merah muda, pucat serta mengkilap.
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