Judul: Effect of Quality Products and Services Financing Customer Satisfaction Level of SMEs at PT. Bank Syariah Mandiri Bogor
Abstrak: As one banking institution whose shares are 99% owned by Indonesia's largest state-owned bank, Bank Syariah Mandiri (BSM) actively participate in order to implement and support government policies and programs in developing Small and Medium Enterprises (SMEs) in particular by providing financing to SMEs. Sectors of SMEs is now rated as one of Indonesia's economic strength is quite significant. Similarly in the banking world, banks began to compete to improve the portfolio in the field of SMEs financing. To be able to achieve a good quality product and outstanding service, there is need for the various steps of strategic and sustainable. Factors that determine the selection of products and services to customers. Quality products and good service will lead to customers choosing to use the products and services of a bank. The purpose of this study are: (1) to identify the customer's desire for products and services the SMEs finance sector in the BSM Branch Bogor, (2) to analyze the level of customer satisfaction of products and services SMEs financing in the BSM Branch Bogor and (3) to apply strategy efforts to improve our products and services SMEs financing in the BSM. The data was collected by means of interviews conducted to obtain primary and secondary data directly from customer financing SMEs by using an assessment instrument in the form of questionnaires, observation, and literature study. Primary data obtained in the form of questionnaires from respondents who are customers in the field of SMEs financing in the BSM Branch Bogor. The method of analysis used in this study were: (1) multiple linear regression method, (2) CSI (Customer Satisfaction Index) and (3) SWOT (Strengths, Weaknesses, Opportunities and Threats) analysis. Analysis of the results of the study: (1) There is the influence of customer satisfaction with quality products and services, where the magnitude of the effect (Adjusted R square) is 0,096 (9,6%), which means the quality of products and services affect the results of customer satisfaction by 9,6% and the rest (91,4%) affected other factors besides the quality of products and services, (2) Calculation of CSI for SMEs PT service quality attributes. BSM Bogor is 78,1% or 0,66 to 0,80, which means customers were satisfied with the service performance of SMEs in the PT. BSM Bogor, (3) The results of the SWOT analysis showed that the development strategy of the matrix IE, showed that the position of SMEs financing products located on the cell I (growth), then the strategy is market penetration and products development.
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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: 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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