Judul: Strategy Analysis and Development of Forex Customer Satisfaction, in the Tresury Division of XYZ Bank Jakarta
Abstrak: Nowdays, every country has export-import activities. In export-import activities, the payment was done using one of the foreign currency that generally recognized and accepted. Bank as one of the financial institutions offers foreign currency exchange services and sees the export-import activities as a business opportunity. To increase its transaction activities, banks are trying to improve the customers services qualities. To improve their services, banks need to identify their customers characteristics, their needs and their satisfactions. The objectives of this study were to determine the characteristics of XYZ Bank customer in forex transactions, to analyze customer satisfaction levels and to make appropriate strategies to improve services. Methods to be used was descriptive qualitative method, to analyze the characteristics of customers. To analyze customers satisfaction was used customer satisfaction index (CSI) and the Cartesian diagram in importance performance analysis (IPA) method was used to determine improvement service strategy. The result showed that from 80 respondents, 46% aged between 40-50 years and 25% aged about 50 to 60 years, 48% were bachelor and mostly had business in plantation sector. Customer satisfaction levels was 71,53% based on CSI. Analysis by IPA method to the determine service improvement strategy showed That the first priority to be repair were price of buying and selling foreign exchange, regular price information and price fluctuation prediction. These three parameters were located in quadrant A Cartesian diagram. It meaned that all three parameters had a high interest but their performance remained lower than customers expectations.
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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: Infeksi Virus Parainfluenza Pada Anjing
Abstrak: Virus parainfluenza anjing termasuk famili Paramyxoviridae, berbentuk pleomorf dengan ukuran bervariasi (bergaris tengah antara 100-500 nm), berpembungkus peka ether, berisi genom RNA dan secara serologis mempunyai kesamaan dengan virus SV-5 kera; dikenak sebagai salah satu kausa penting dari sindrom "kennel cough". Infeksinya dapat mengenai anjing semua umur yang belum pernah terinfeksi atau mendapatkan vaksinasi mengakibatkan gejala klinis ringan yang terbatas pada traktus respirasi atu infeksi yang secara klinis tidak memperlihatkan gejala nyata. Gejala klinis yang nampak setelah masa inkubasi (1-5 hari) terlewati berupa batuk yang tidak berat selama beberapa hari, berbagai tingkat tonsilitis dan pharyngitis dan kadang-kadang ditemukan kenaikan temperatur rektal antara 1-2 derajat C dari temperatur normal rat-rata. Anjing terinfeksi mengandung virus pada traktus respirasi bagian atas dan bawah serta limfonoduli sampai hari ke 9 setelah infeksi. Penyebaran virus antar anjing terjadi secara aerogen.
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