Provide Customer Satisfaction Research Articles

Layanan Mobile Banking dalam Mewujudkan Kepuasan Nasabah BSI di Surabaya

This research aims to determine the quality of Bank Syariah Indonesia (BSI Mobile) mobile banking services in providing customer satisfaction at Bank Syariah Indonesia KCP Diponegoro 2 Surabaya. The research method uses a quantitative approach. The population in this research is all BSI KCP Diponegoro 2 Surabaya customers. Meanwhile, the sample in this research is some BSI KCP Diponegoro 2 Surabaya customers who use the BSI Mobile application. Considering the large population so that the exact number cannot be known and the limited time in conducting research, this research uses the Lemeshow formula with a maximum estimate of 7% and an error rate of 5% as a guideline in finding the number of samples used. So through this technique a sample of 100 respondents was obtained. Data was collected through distributing questionnaires using incidental sampling technique. The data analysis process uses simple linear regression, hypothesis testing, and coefficient of determination. The research results show that the quality of BSI Mobile services has an influence on customer satisfaction. The influence between the independent variable and the dependent variable is 79.2%, while 20.8% is influenced by other factors not included in this research. This research can help increase customer satisfaction in using the BSI Mobile application.

Optimization of System Performance through Ant Colony Optimization: A Novel Task Scheduling and Information Management Strategy for Time-Critical Applications

Optimization of task scheduling and information storage/retrieval is crucial for managing resource utilization, which enhances system performance and ultimately impacts provider productivity and customer satisfaction. Efficient task scheduling aims to optimize computing time, while efficient information management focuses on maximizing memory usage. This paper presents a novel approach to task scheduling using Ant Colony Optimization (ACO) to improve time-critical objectives such as makespan and network latency, while maintaining balanced load distribution across systems. By enhancing makespan, we aim to maximize CPU utilization, and by optimizing information storage/retrieval, we target minimizing network latency. Performance across these multiple objectives is achieved by modifying the heuristic and visibility functions to guide ants toward specific solutions. The effectiveness of the proposed algorithm, Resource-Aware Load-Balancing for Time-Critical Applications (RALB-TCA), is demonstrated through implementation in the CloudSim simulation platform and benchmarking against existing techniques.

Case Study of Customer Satisfaction In A State-Owned Construction Companies

Customer satisfaction has been recognised by researchers as one of the main factors for the success of project. Customer satisfaction to build a loyal relationship between users and service providers is an interesting challenge. This study aims to provide information from literature regarding the on factors that affect customer satisfaction, and to determine the assessment of customer satisfaction with the performance of PT PP Persero Tbk, especially in the building division. The study from 28 literatures show that the quality of work and a professional team are the factors that most affect customer satisfaction. The results of the customer satisfaction assessment (CSS) of PT PP Persero Tbk state that the quality of human resources and interpersonal communication with customers is the most valued by customers in assessing project performance. These result prove that a professional team consisting of quality human resources is important in providing customer satisfaction. This research only focuses on subjective assessment methods applied to construction management to obtain customer satisfaction.

The Effect of Chatbot Services on Online Shop Customer Satisfaction

The increasing trend of e-commerce users has not been matched by customer satisfaction in the shopping process. Indonesia has the highest level of dissatisfaction compared to other ASEAN countries. Although chatbot technology has been used as an aid to optimize services, dissatisfaction still occurs with regard to agility, service assurance, reliability, scalability and security. The purpose of this study is to determine chatbot services in providing customer satisfaction. The research approach uses quantitative with explantory survey method. The research population is online shop users using rondom sampling, 175 respondents were collected. Assisted by PLS SEM analysis tool. The results show that chatbot social orientation services contribute to online shop customer satisfaction. Likewise, chatbot personification makes a positive contribution to online shop customer satisfaction.

Case Study of Customer Satisfaction in a State-Owned Construction Companies

Customer satisfaction has been recognised by researchers as one of the main factors for the success of project. Customer satisfaction to build a loyal relationship between users and service providers is an interesting challenge. This study aims to provide information from literature regarding the on factors that affect customer satisfaction, and to determine the assessment of customer satisfaction with the performance of PT PP Persero Tbk, especially in the building division. The study from 28 literatures show that the quality of work and a professional team are the factors that most affect customer satisfaction. The results of the customer satisfaction assessment (CSS) of PT PP Persero Tbk state that the quality of human resources and interpersonal communication with customers is the most valued by customers in assessing project performance. These result prove that a professional team consisting of quality human resources is important in providing customer satisfaction. This research only focuses on subjective assessment methods applied to construction management to obtain customer satisfaction.

The Effect of Retailer Awareness, Retailer Quality Perception, Retailer Relationship Quality on Customer Loyalty Mediated Customer Satisfaction (A Study of Perahu Salt Brands)

Salt is a basic need that is no less important than sugar. Almost every household needs consumption salt every day. The existence of salt in everyday life cannot be ignored. The problem that arises in this study is that in recent years sales at perahu salt have experienced fluctuating sales, some complaints about the services provided by Perahu salt principal sales are still unsatisfactory to retailers, especially wholesalers. The purpose of this study is expected to be used by company management as a reference to provide customer satisfaction through the services provided by the principal of the Perahu salt producer through retailer awareness, perceived retailer quality, relationship quality, customer satisfaction and customer loyalty. Quantitative data is taken directly from filling out questionnaires from shops, especially wholesalers in the Central Java area. The results showed that in order to increase customer loyalty in purchasing Perahu salt through retailers, Perahu salt customer satisfaction through retailers needs to be improved. Increasing Perahu salt customer satisfaction through retailers can be done through retailer awareness, perceived retailer quality and relationship quality. Retailers have a big role in driving sales of Perahu salt. When the retailer has the power where the customer realizes the existence of the retailer, the customer will want to make a purchase at the retailer, especially when the customer and the retailer have a good quality relationship such as the customer has a long transaction relationship with the retailer, then this will satisfy the customer more. When customers feel this satisfaction, there is an increase in customer loyalty where customers will want to continue making purchases.

Strategi Meningkatkan Kualitas Pelayanan Melalui BSI Mobile Pada Bank Syariah Indonesia KC Medan Aksara

Technological developments have resulted in a shift in people's frequency of transactions. For companies operating in the banking services sector, providing customer satisfaction is a basic thing that should not be ignored. Therefore, banks must improve service quality and have digital-based service innovations. The purpose of this research is to determine BSI Mobile services in an effort to improve service quality at BSI KC Medan Aksara. The method used in this research is a qualitative descriptive method by collecting data through the author's observations. The results of this research show that BSI Mobile is a super application owned by BSI because it not only has transaction features but also provides sharia features that can make transactions easier for customers. With BSI Mobile, customers can make transactions independently via BSI Mobile without having to go to a bank branch or ATM. Apart from that, the presence of BSI Mobile reduces customer queues at the banking hall, increases the number of transactions via BSI e-channels and makes service quality effective and efficient.

FACTOR ANALYSIS AFFECTING CUSTOMER SATISFACTION ON TELKOMSEL PROVIDER

This research was conducted to find out what factors can affect the customer satisfaction of Telkomsel provider. The purpose of this study is to determine what factors are formed in influencing customer satisfaction of Telkomsel providers, what factors are dominant in influencing Telkomsel provider customer satisfaction and what factors are the lowest in influencing Telkomsel provider customer satisfaction. The research method used is a quantitative method, with a known population and 96 samples obtained from the results of the Cochran formula calculation. This study uses factor analysis with SPSS version 25, and shows the results that Service Quality, Price, Promotion and Customer Satisfaction are factors that are formed in influencing Telkomsel provider customer satisfaction. The dominant factors that affect the customer satisfaction of Telkomsel providers are Service Quality and Price with an eigen value of 9,247 and the lowest factor is Consumer Satisfaction with an eigen value of 1,211.

Examining Advantages, Reasons, and Issues of Ordering Online Food through Mobile Application

Abstract: Online Food delivery refers to the process when different restaurants, cafes, and food outlets deliver food or drinks to the customers according to their order placed by any mode to meet the exact demand and provide customer satisfaction and service of the best quality. Most people use their mobile phones to do the process; However, there are many advantages of ordering food through mobile-based apps; what are the reasons behind it, and what possible issues do customers face while ordering food online? This paper will provide information on those factors and discuss the most significant reasons, how those issues can be solved, what advantages customers get which motivate them to go online Food ordering instead of going out, and how Covid-19 impacted the online food ordering Industry. In the times of Covid-19, Online food ordering helped in different ways when people were not in a condition to cook food on their own and could not go out of the house to protect everyone.

Integrated Quality Management as an Effort to Improve the Quality of the Catering Department at SMK Negeri 3 Malang

Quality educational institutions are those that continuously improve the quality of their education. This education should be given from an early age, because at an early age it is necessary to develop creativity in students. The purpose of this study was to examine the analysis of integrated quality management at SMK Negeri 3 Malang with Total Quality Management (TQM). In this study we used a research method with a qualitative approach. The data collection technique used was by giving a questionnaire to the principal of SMK Negeri 3 Malang. The results of this study are researchers analyzing how the integrated quality management process works with TOM, to understand how SMK Negeri 3 Malang seeks to apply the principle of providing customer satisfaction, what are the special programs at SMK Negeri 3 Malang as a form of optimal service, and superior accreditation as a form of principle continuous institutional improvement at SMK Negeri 3 Malang, which illustrates that the implementation of integrated quality management in SMK education institutions in early childhood is very necessary in supporting continuous improvement.

The Effect of Customer Service Performance and Sign Placement Facilities on Passenger Satisfaction Levels at Zainuddin Abdul Majid International Airport

Customer Service is any activity that is intended or intended to provide customer satisfaction, through services that can fulfill the desires and needs of customers. Sign facilities are signs or information that are placed or installed at airport terminals, made clear, easy to understand and function to explain or provide instructions, warnings, regulations, prohibitions and orders for all users or service users at the airport. The purpose of this study is to find out how much influence the performance of Customer Service and Sign placement has on the level of passenger satisfaction at Zainuddin Abdul Majid International Airport. This study uses quantitative data. The data used in this study were taken from primary data based on questionnaires distributed to passengers at Zainuddin Abdul Majid International Airport from August to October 2022. With a total of 150 people, the data analysis technique used was Multiple Linear Regression Analysis, T Test , F Test and Coefficient of Determination. The results showed that H1 was rejected and H2 was accepted, which means that the calculation results of the F test showed the calculated F value = 0.829181 ftable value = 0.737812. It is very clear that H1 and H2 are accepted. The T test shows a significant value of the X1 variable to the Y variable, namely = 0.003244 Less than the threshold value Significance = 0.05 means that Customer Service Performance has a significant effect on Passenger satisfaction and a significant value of the Variable X2 to Variable Y, namely = 0.040887 Smaller than the threshold value. Significance = 0.05 means that the Placement of Sign Facilities has a significant effect on Passenger satisfaction. The results of the Coefficient of Determination test which shows how much the X1 variable is Customer Service performance and the X2 variable is the placement of Sign Facilities on the Y variable passenger satisfaction is known to be a determination coefficient of 78.7%, which means that the X1 variable is Customer Service performance and the X2 variable is the placement of Sign Facilities. Y variable is passenger satisfaction. contributed 78.7% to the Y variable of passenger satisfaction with a Correlation Value = 0.92087 (Very Strong).

Implementation of the Balanced Scorecard as a Performance Measurement at Employment BPJS

This study aims of this research is to analyze the implementation of the balanced scorecard as a performance measurement at Employment BPJS. The approach used is descriptive quantitative. The data analysis techniques used in this study are data collection, data reduction, data display and conclusion. The results of the discussion of the performance of the four balanced scorecard perspectives can be summarized as follows: The performance of the financial perspective shows that the company has been able to achieve levels of revenue growth and increased efficiency seen from the ratio of ROI and NPM. The performance of the customer perspective shows that the company is able to provide customer satisfaction and the company is able to retain old customers. The performance of the internal business process perspective shows that the company is capable of innovating.

Building Customer Loyalty and Analysis Competitor in Islamic Education Institutions

This study aims to determine building customer loyalty and analyze competitors in Islamic Education Institutions. The research method uses a qualitative approach, namely, library research. The data analysis technique is descriptive. Building customer loyalty in Islamic educational institutions is done with several marketing strategies including establishing relationships with various components such as the community and so on, providing customer satisfaction by offering varied programs and facilities, and providing guarantees if customers are not satisfied with the services and quality that have been provided. Analysis of marketing competitors that often occur in Islamic Education Institutions includes products, marketing, prices, and cooperation networks so that they must be able to maintain quality by using various methods, one of which is creating brand awareness to create attractiveness.

Analysis Factors of Customer Satisfaction on Creating Consumer Loyalty at Bu Puji Sembako In Berbek Market, Berbek District, Nganjuk Regency

The development of the business world is currently growing rapidly from time to time. This can be seen from the emergence of various business sectors. Thus business actors who have long needed a special strategy to be able to maintain their business. One of the staple food stalls that has been around for 12 years is Kios owned by Mrs. Puji at Berbek Market, Berbek District, Nganjuk Regency. The kios requires a specific strategy in order to maintain customer satisfaction and create customer loyalty. This research tries to analyze customer satisfaction factors that can create customer loyalty at Bu Puji's basic food stall. The research method used is descriptive qualitative with data sources obtained from interviews, observation, and literature study. Based on the research that has been done, the results show that Bu Puji's basic food stalls have succeeded in providing customer satisfaction so as to create consumer loyalty. The factors that cause customer satisfaction are product quality, price, service quality, emotional factors, and convenience.

Pengaruh Kualitas Produk Dan Kualitas Pelayanan Terhadap Kepuasan Konsumen Indihome Di Bogor

The need for information and communication technology is also accompanied by an increase in internet users in Indonesia. Many companies are dedicated to technology, information and communication to take advantage of this potential business opportunity. As a result, many companies are offering consumers in the form of digital products and Internet services. One of the companies that will benefit from the development of information and communication technology is PT. Indonesian Telecommunications. 
 The increase in IndiHome Internet users, there are problems with product quality and consumer satisfaction. Customer satisfaction is closely related to service quality. In addition to the problem of service quality to consumers, product quality is also a problem that allows you to provide customer satisfaction. 
 In this study, the research method used by the author is a quantitative research method. In the title of this research, there are three related variables, namely product quality, service quality, and customer satisfaction. Product quality, service quality (X1), (X2), while customer satisfaction is defined as the dependent variable (Y). Variable X1 (Product Quality) has a positive and significant effect on variable Y (Consumer Satisfaction). Variable X2 (Service Quality) has a positive and significant effect on variable Y (Consumer Satisfaction). Product Quality (X1) and Service Quality (X2) variables have a significant effect on purchasing decisions.
 Keywords : Product Quality, Service Quality, Consumer Satisfaction

Implementation of CRM To Retain and Attract New Customers At Yusni's Clothing Store

The rapid development of technology in today's world has had a major impact on store performance in all areas of business, both in trading and service companies. In maintaining more advanced competitiveness, stores must continue to develop technology, another thing that needs to be considered in making the company more advanced is the relationship with customers which is also an important thing to always maintain. To manage good relationships with prospective customers and customers, the company uses Customer Relationship Management (CRM). CRM is a service to customers that is personal, to provide a consistent experience, so that it can provide customer satisfaction, and also get good relationships in the long term. By implementing a good CRM, stores will be easier to interact with potential customers and customers and provide information according to their needs. Customers can also get the information they need more quickly and easily. The Customer Relationship Management (CRM) System for Web-Based Information Services at Yusni's Clothing Store can make it easier for consumers who are in the village of base lunang, sub-district of kualauh leidong, district of Labuhan Batu Utara.

Optimization of Thermal Comfort Properties in Duvets by Thermal Resistance Measurements in Home Textile Products

Home textiles have many functions, as well as their aesthetic features for the decoration of homes, that will make people's lives more comfortable. In other words, home textile products are textiles that increase the quality of life and satisfy the daily essentials of individuals for a healthy sleep. It is observed that the home textile industry is becoming exceedingly competitive and products that provide customer satisfaction and offer quality are generally preferred in the global market. The objective of this study is to determine the thermal comfort properties of duvets by making thermal resistance measurements in home textile products and to reveal the effects of properties on sleep quality. In line with this objective, the air and heat permeability of the duvets were measured with the TOG (Thermal Overall Grade) value. As a result of the measurements, the effects of the fiber type and thickness of the filling material in the duvet layers, the fiber type and density of the fabrics and interlining on the TOG values were observed. According to the high or low TOG value, the thermal resistance properties of the duvets were determined with the effect of layer, thickness and material. As a result of this study, the fabric, interlining and filling materials in the duvet layers were standardized according to the TOG values obtained.

Analyzing Customer Satisfaction’s Effect as Intervening Variable of Service Quality Influencing Customer Loyalty: Indonesian Perspective

Service quality is defined as a performance offered by a company to customers providing customer satisfaction and, in turn, can earn their loyalty. This study aims to analyse service quality effect on customer satisfaction, customer satisfaction on customer loyalty, and customer satisfaction as mediating service quality on customer loyalty. The method used inferential quantitative research. The data were collected by distributed online questionnaires on 43 customers of Islamic bank in East Java, Indonesia as the respondents. The data were processed by using the SmartPLS 3.0. The study’s result show a positive effect for service quality on customer satisfaction, a positive effect for customer satisfaction on customer loyalty, and a positive effect on customer satisfaction as mediating variable on service quality with customer loyalty. A company can get customer satisfaction if it provides excellent service quality and ultimately gets customer loyalty.

Pelatihan, Pendampingan dan Sertifikasi ISO 9001:2015 di UMKM XYZ, Mojokerto, Jawa Timur

XYZ UMKM is a UMKM that is engaged in processed catfish, especially shredded meat, located in Mojokerto, East Java. UMKM production capacity has reached 20 kg/day however, given the large production capacity of these UMKM, ISO 9001:2015 standardization has not yet been implemented. ISO 9001:2015 is an international standard that implements a quality management system whose activities include quality assurance of an organization or business entity. The application of ISO 9001:2015 standardization is important in achieving quality standards for UMKM because it can guarantee quality, service, and provide customer satisfaction. Standardization of ISO 9001:2015 is a solution to the problems that faced by XYZ UMKM. The forms of activities that have been carried out are training on the application of IS0 9001:2015, assistance in making documents and recordings of ISO 9001:2015 standardization, audits and visits, and ISO 9001:2015 certification. The result of these activities is that XYZ UMKM have been certified to ISO 9001: 2015 and have understood and implemented ISO 9001: 2015 in the catfish shredded business. With the implementation of this standard, it supports a better performance quality management system, improving the quality and service quality of catfish shredded products.

Sosialisasi Kepada Masyarakat: Penerapan Strategi Pemasaran Terhadap Peningkatan Pendapatan pada Wisata Bukit Condong

The purpose of this service activity is to provide socialization to the community in implementing the Bukit Condong marketing strategy in order to increase the number of domestic and non-domestic tourist visits. The implementation of this service activity carried out by the author uses interview survey methods and direct discussions and observations as well as discussions with the community. From the results of the activities and analyzed descriptively using the marketing concept, it was concluded that tourism objects have the greatest marketing potential in providing customer satisfaction, so they are worthy of being promoted and marketed in the national tourism market in particular.