TMs Satisfaction Research Articles

IMPROVING TRADITIONAL MARKET CUSTOMER LOYALTY (REVISIT CONSUMER BEHAVIOUR MODEL USING CONSUMER EXPERIENCE)

The main purpose of this study is to explore any dimension from traditional market consumer’s experiences that could affect their behaviour. The variables included in this study are experience quality, perceived value, visitor’s satisfaction, and customer loyalty. This study divided into two phases: exploring any indicators that construct the experience quality of traditional market’s customer using Exploratory Factor Analysis, and analysing the relationship between the variables on the model. In the first phase, the data was collected by doing a Focus Discussion Group that consist of six to nine traditional market’s customers. The data for the second phase was collected by questionnaire on 250 traditional market’s customer. This study found there are seven indicators that could construct the experience quality of traditional market’s customer, however the experience quality is found to have no significant effect toward customer loyalty. In addition perceived value and visitor’s satisfaction is proved to have significant effect toward customer loyalty, thus these two variables could fully mediate the relationship between experience quality and customer loyalty.

THE INFLUENCE OF RELATIONSHIP MARKETING TOWARDS TAXPAYER’S SATISFACTION IN TAX AMNESTY PROGRAM

The objective of this research is to examine the influence of relationship marketing which consist of trust, commitment, and communication toward taxpayer’s satisfaction in tax amnesty program. By using the purposive sampling method, the research sample is taxpayers who have a NPWP and registered in tax amnesty program. Only 48 respondents who is qualified as the research sample. Multiple liniear regression was used to analyze the data and to test the research hypotheses through SPSS. The result shows there is no influence between trust toward taxpayer’s satisfaction in tax amnesty program. Meanwhile, commitment and communication have an influence on taxpayer’s satisfaction in tax amnesty program.

Implementasi Metode Logika Fuzzy Simple Additive Weighting (Saw) Dalam Pencarian Rumah Kos Terbaik Di Sekitar Universitas Mataram Berbasis Website

Akibat minimnya media penyebaran informasi rumah kos menyebabkan pencarian rumah kos yang sesuai dengan keinginan menjadi tidak mudah. Oleh karena itu, penulis membuat sistem informasi pencarian rumah kos dengan menggunakan beberapa kriteria. Pada tahap awal, dilakukan pengumpulan data dan didapatkan kriteria pencarian rumah kos yaitu harga, jarak serta fasilitas. Pada tahap selanjutnya untuk pencarian rumah kos digunakan metode sistem pendukung keputusan yang ada pada FMADM yakni SAW. SAW merupakan sebuah metode yang melakukan penjumlahan terbobot. Perhitungan yang dilakukan pada SAW menggunakan kriteria-kriteria yang telah ditentukan. Metode SAW dipilih karena memiliki kelebihan dibandingkan dengan metode FMADM lainnya yang memiliki kemampuan untuk melakukan penilaian secara lebih tepat karena didasarkan pada nilai kriteria dan bobot preferensi yang telah ditentukan. Nilai bobot masing-masing kriteria didapatkan dari hasil survey kepada masyarakat untuk memilih prioritas nilai kriteria yang paling penting ketika ingin mencari rumah kos, dengan urutan nilai bobot yaitu harga, jarak kemudian fasilitas. Selain itu SAW juga menyeleksi alternatif terbaik dari sejumlah alternatif karena adanya proses perangkingan untuk semua alternatif, alternatif yang dimaksud adalah rumah kos. Implementasi Metode Logika Fuzzy Simple Additive Weighting (SAW) dalam Pencarian Rumah Kos Terbaik di Sekitar Universitas Mataram Berbasis Website ini telah dilakukan dan dapat memberikan 10 alternatif rumah kos terbaik dan telah sesuai dengan kriteria yang diinginkan pengguna rumah kos. Setiap fungsi pada website telah berjalan sebagaimana mestinya dengan menggunakan Black Box sebagai metode pengujian sistem, kemudian untuk menguji kepuasan pengguna dalam menggunakan sistem digunakan metode MOS dan didapatkan nilai lebih besar dari 4 yang menandakan responden setuju pada aplikasi yang dibuat dengan nilai baik.
 Kata kunci : Rumah Kos, Kriteria, Alternatif, FMADM, Metode SAW, Black Box, MOS

The Effects of Enjoyment on an Enterprise Information System

It is time to consider enjoyment factor into enterprise information system (EIS) as young man getting used to always fun from Facebook, iPhone. This study integrated enjoyment into EIS success model of DeLone and Mclean. The study result showed that enjoyment plays a key role to EIS success model through its impact to user’s satisfaction and continuous intention. This study made contribution to academy as well as IT industry. The suggestions derived from study result also conducted.

Genetic algorithm applied to the flow shop scheduling problem under effects of fuzzy learning and deterioration with a common fuzzy due date

This research is to develop an approximate solution for a flow shop scheduling problem under the effects of fuzzy learning and deterioration with a common fuzzy due date by applying genetic algorithm technique. Real life is complex and filled with ambiguity and uncertainty. Due dates may not be always determined by a decision maker because of their biased approach and past experiences. Therefore, due dates may be defined in forms of any fuzzy set to encode decision maker’s biased approaches and satisfaction levels for completion times of jobs. The objective function of the problem in this research is to maximise decision maker’s sum of satisfaction levels with respect to completion times of jobs on a flow shop scheduling environment by applying genetic algorithm technique. Keywords: Flow shop, fuzzy due date, genetic algorithm, learning effect, deterioration effect.

PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN DAN LOYALITAS PELANGGAN JP-GRAHA PADA PT. JASA RAHARJA PUTERA CABANG DENPASAR

Insurance Industry in Indonesia in order to remain exist with the currenteconomic conditions shall require that the insurance industry can compete withother insurance industries, hence it will be need a good marketing strategy. One ofappropriate approach usage for customer satisfaction that is by improve servicequality. As the passing of free trade in global competition, the issue of service qualitybecome one of the important and very necessary to get serious consideration forany company to survive. Service quality alone is not enough to win the competition,but must build a positive image among customers to arise loyalty. The aim of thisstudy was to fi nd out the simultaneous effect of tangible, reliability, responsiveness,assurance and empathy towards JP-Graha customer’s satisfaction at PT JasaRaharja Putera Branch of Denpasar.These study were used explanation study by purposive sampling method so thatobtained number of sample were 90 people. Techniques of data analysis were useanalysis factor and path analysis.The results has been obtained that tangible variables have signifi cant effect oncustomer satisfaction variables, reliability variable have signifi cant effect oncustomer satisfaction, responsiveness variable have signifi cant effect on the customersatisfaction variables, assurance variables have signifi cant affect on customersatisfaction variables, emphaty variable have signifi cant effect on the customersatisfaction variable, customer satisfaction variables have signifi cant effect on thecustomer loyalty variables.Implications of these study in order the management should to conduct improvementand consummation on the factors that have affect on customer satisfaction that aretangible variables require attention at the offi ce layout to make it look more modernand attractive. On the dimensions of reliability and responsiveness, especiallyregarding the company’s ability to provide services as promised through selfimprovement,and moresensitive to customer complaints.

KEPUASAN PKEPUASAN PELAYANAN PELANGGAN BERBASIS BAURAN PEMASARAN

 This study aims to examine the satisfaction of cadets from the perspective of service as an intervening based on marketing mix in Yogyakarta Maritime Academy. In this case the researcher wants to know how far the Promotion, Price and Place, Service individually or collectively affect the cadet’s satisfaction. The subjects of this study are 71 cadets level III of the 3 (three) majors available at AMY namely KPN, Nautical and Teknika. In this study to test the instrument by using SPSS 17.0, and the indicator test using SmartPLS 3.0. Results of this study showed that Promotion, Price and Place simultaneously are proved together significantly influence the variable performance as 59.6 %, the remaining 40.4 % is influenced by other factors not included in the model. That is simultaneously variable promotion, price and place are proved to have an influence on the service AMY cadets. Promotion, Price, Place and Service simultaneously together influence the cadets satisfaction variables is known from the analysis hypotheses suggesting a P Value of 0.00 smaller (<) than 0.05. besides of that, if the promotion is done well, the price affordable tuition, a built in support for teaching and learning activities, the cadets will get academic services in line with expectations.  Keywords: Promotion, Price, Place, Service, Cadets Satisfaction

Job’s Satisfaction among Trainers of Public Vocational Training Institutes in Greece

Abstract: The purpose of the present study was to investigate the effect of the personnel, interpersonal and organizational factors in job satisfaction among trainers of public Vocational Training Institutes in the city of Thessaloniki. Sample consisted of 300 adults’ trainers with a mean age of 40.3 years. Job’s satisfaction was used as an independent variable while as dependent variables personnel(age, sex, educational level, marital status, number of children, educational level, profession and teaching experience), interpersonal (relationships with trainees, relationships with co-educators, relationship with the administration, personal development and professionalism) and organizational factors (salary, building structure and working conditions) were used. Statistical analysis included the use of correlation and regression analysis. Results showed that from the dependent variables only age (r=.342), years of working experience in Vocational Training Institutes (r=.296), relationship with the administration (r=.699) and working conditions (r=.690) had a significant relationship with adults’ trainers’ job satisfaction (p<0.01). Furthermore regression analysis showed that relationship with the manager had the biggest prediction of trainers’ total job satisfaction at a percentage of 48.6% (r=.699, p<0.01), working conditions can predict trainers’ job satisfaction at a percentage of 47.7% (r=.690) and age and teaching experience can predict trainers’ total job satisfaction at a percentage of 20% (r=.014, p<0.05). In conclusion adults’ trainers’ total job satisfaction in Vocational Training Institutes in Greece, is influenced mostly by interpersonal (relationship with the administration) and organizational factors (working conditions).Keywords: Administration, working conditions, teaching experience, vocational education, adults

Job’s Satisfaction among Trainers of Public Vocational Training Institutes in Greece

Abstract: The purpose of the present study was to investigate the effect of the personnel, interpersonal and organizational factors in job satisfaction among trainers of public Vocational Training Institutes in the city of Thessaloniki. Sample consisted of 300 adults’ trainers with a mean age of 40.3 years. Job’s satisfaction was used as an independent variable while as dependent variables personnel(age, sex, educational level, marital status, number of children, educational level, profession and teaching experience), interpersonal (relationships with trainees, relationships with co-educators, relationship with the administration, personal development and professionalism) and organizational factors (salary, building structure and working conditions) were used. Statistical analysis included the use of correlation and regression analysis. Results showed that from the dependent variables only age (r=.342), years of working experience in Vocational Training Institutes (r=.296), relationship with the administration (r=.699) and working conditions (r=.690) had a significant relationship with adults’ trainers’ job satisfaction (p<0.01). Furthermore regression analysis showed that relationship with the manager had the biggest prediction of trainers’ total job satisfaction at a percentage of 48.6% (r=.699, p<0.01), working conditions can predict trainers’ job satisfaction at a percentage of 47.7% (r=.690) and age and teaching experience can predict trainers’ total job satisfaction at a percentage of 20% (r=.014, p<0.05). In conclusion adults’ trainers’ total job satisfaction in Vocational Training Institutes in Greece, is influenced mostly by interpersonal (relationship with the administration) and organizational factors (working conditions).Keywords: Administration, working conditions, teaching experience, vocational education, adults

Pengaruh Marketing Mix Terhadap Loyalitas Konsumen dengan Variabel Intervening Kepuasan pada Rumah Sakit Jiwa Dr. Radjiman Wediodiningrat

At the world of industrialist and service provider, marketing mix is an interesting concept to be explored, because it can lead to a better guidance on how the organization or industry market their products. The aim of the study is to test and analyze the significance and positive effect of marketing mix variable consisting of product, promotion, place, person and process, on customer’s satisfaction, then to test and analyze the significance and positive effect of marketing mix variable consisting of product, promotion, place, person and process on customer’s loyalty. Furthermore the study tests and analyses the significance and positive effect of marketing mix variable consisting of product, promotion, place, person and process on customer loyalty through costumer’s satisfaction at the Outpatient Psychiatric Clinic RSJ Dr. Radjiman Wediodiningrat Mental Hospital. This study is explanatory research using survey as methodology, followed by 100 family caregiver’s schizophrenic patient who is visiting the Outpatient Psychiatric Clinic as respondents of this research. Statistical analysis used in this research is Path Analysis which provide estimates of the magnitude and significance of hypothesized causal connections between sets of variables. Computation of assumption parametric value using SPSS Program 20.0. Result of the study show that there are significance and positive effect of marketing mix variable consisting product, promotion, place, person, process on consumer’s satisifaction at Outpatient Psychiatric Clinic RSJ Dr. Radjiman Wediodiningrat Lawang Mental Hospital, there are significance and positive effect of marketing mix variable consisting product, promotion, place, person, process on consumer’s loyalty at Outpatient Psychiatric Clinic RSJ Dr. Radjiman Wediodiningrat Lawang Mental Hospital. There are significance and positive effect of marketing mix variable consisting product, promotion, place, person, process on consumer’s loyalty through consumer’s satisfaction at Outpatient Psychiatric Clinic RSJ Dr. Radjiman Wediodiningrat Lawang Mental Hospital.
 Keywords : Marketing mix, satisfaction, loyality

Analisis Pengaruh Kepercayaan dan Harga Terhadap Loyalitas Pelanggan Dimediasi Kepuasan Pada PT. Telkomsel di Kota Kediri

To know clearly about customer satisfaction and loyalty at PT. Telkomsel in KediriTown of East Java, this research focused on the models of customer’s satisfaction andloyalty increase based on customer trust, and product prices. From the testing results ofthe model in this research, by using random sampling, structural equation modeling (SEM)analysis, and the assistance of software Amos 20, on 150 respondents, it was able toexplain the relationship between trust, price, and customer satisfaction on the customerloyalty in PT. Telkomsel in Kediri Town of East Java. In this research, it was obtained astrong influence of customer trust and satisfaction, amounting to 0.429, and a stronginfluence between customer satisfaction and loyalty, that is of 0.233, it showed that, withthe rising customer trust, it will increase customer satisfaction, which in turn raise theloyalty of PT. Telkomsel customers.In this study, it also found the negative effects of price and customer satisfaction,amounting to -0.089, and the strong influence of negative between price and loyalty ofcustomers, that is of -0.406, this case indicated that, with the rising of product prices, itwill lower customer satisfaction, which further lowers the loyalty of PT. Telkomselcustomers.Keywords: trust, prices, satisfaction, and customer loyalty

Efficiency of Carbon Dioxide Fractional Laser in Skin Resurfacing.

AIM:The aim of the study was to confirm the efficiency and safety of the fractional CO2 laser in skin renewal and to check the possibility of having a synergistic effect in patients who besides carbon dioxide laser are treated with PRP (platelet-rich plasma) too.MATERIAL AND METHODS:The first group (Examined Group 1 or EG1) included 107 patients treated with fractional CO2 laser (Lutronic eCO2) as mono-therapy. The second group (Control Group or CG) covered 100 patients treated with neither laser nor plasma in the same period but subjected to local therapy with drugs or other physio-procedures under the existing protocols for treatment of certain diseases. The third group (Examined Group 2 or EG2) treated 25 patients with combined therapy of CO2 laser and PRP in the treatment of facial rejuvenation or treatment of acne scars.RESULTS:Patient’s satisfaction, in general, is significantly greater in both examined groups (EG1 and EG2) (p < 0.001). It was found the significant difference between control and examined group from the treatment in acne scar (Fisher exact two tailed p < 0.001). Patients satisfaction with the treatment effect in rejuvenation of the skin is significant (χ2 = 39.41; df = 4; p < 0.001). But, patients satisfaction from the treatment with HPV on the skin was significantly lower in examined group (treated with laser), p = 0.0002.CONCLUSION:Multifunctional fractional carbon dioxide laser used in treatment of patients with acne and pigmentation from acne, as well as in the treatment of scars from different backgrounds, is an effective and safe method that causes statistically significant better effect of the treatment, greater patients’ satisfaction, minimal side effects and statistically better response to the therapy, according to assessments by the patient and the therapist.

HUBUNGAN MUTU PELAYANAN KESEHATAN DENGAN TINGKAT KEPUASAN PASIEN RAWAT INAP DI PUSKESMAS HALMAHERA KOTA SEMARANG

The quality of health services indicates healthcare perfection level in achieving patient’s satisfaction. Halmahera clinic applies health quality assurance system of ISO 9001:2008 with hospitalization as a flagship program. The indicator of hospitalization service of Halmahera clinic (BOR and LOS) in 2010-2013 was still below the standard and the satisfactory survey was not conducted regularly.The type of this research was an explanatory survey with cross sectional approach. The techniques used in taking the sample was a purposive sampling. The number of sample was 86.The results of this research showed that there was relation between the quality of health service dimension of reliability (0,008<0,05), dimension of assurance (0,043<0,05), tangible dimension (0,005<0,5), empathy dimension (0,005<0,05), responsiveness dimension (0,001<0,05) with patient’s satisfaction.The conclusion of this study was there was relationship between health service quality (reliability, assurance, tangible, empathy, and responsiveness) and the satisfaction of hospitalized patients of Halmahera clinic in 2014. Advice given to maintain the service quality of hospitalization of Halmahera clinic. Moreover, periodic survey of patient’s satisfaction should be conducted to maintain continuous improvement. Keywords: Health Service Quality, hospitalized patient, Patient Satisfaction

Customer Satisfaction Level in Islamic Banking and conventional Banking (A Case of Pakistan)

The main purpose of this research study was to identify the level of customer’s satisfaction by using the products and services of both Islamic and conventional banks in Pakistan. Furthermore, this research study determined the customer’s satisfaction level in banking in terms of; internet banking, management interaction and the banking environment, service quality in term of SERVQUAL model, ATM facilities, privacy and security The main objective of the study was to investigate the following main points.(1) Customer`s satisfaction level in Islamic and conventional banks. (2) Why customers prefer to choose Islamic banking system in Pakistan? (3) Why customers prefer to choose conventional banking system in Pakistan? It is therefore, a critical literature has been carried out which investigated the real factors through which customer satisfaction take place in banking sector. The closed ended questionnaire has been used in this research study in order to collect research data. To analyze the collected data, cross tabulations and charts have also been used which showed the satisfaction level of the customers of Islamic and conventional banks and also to differentiate between the participant`s responses of Islamic and conventional banks. A large number of factors have been observed from the research study analysis which illustrated that, in Pakistan, customers are more satisfied from the products and services of conventional banks rather than that of Islamic banks. However, in Pakistan, the customer satisfaction in all financial institutions is not as good as according to the standard. In addition, the banking sector is trying to improve all of their products and services and want to make them according to the international standard. But due to various factors such as; the political instability and religious norms, the banking sector is still far behind.

Patient’s a Health Care Provider Satisfactions with Out-Patients Clinics System in Fayoum University Hospital

Background: Satisfaction is one of the main components of quality of care either for patient’s or health provider. This study aimed to explore factors affecting the quality of health services provided at Fayoum University Hospital (FUH) outpatient clinics, by assessing patient and health provider’s satisfaction with system of work. Methods: The study is a cross-sectional exploratory time bound study; conducted at (FUH) outpatient clinics. A self-administrated questionnaire tapping patient’s satisfaction. In-depth interview with the health care providers about work satisfaction. Results: 73.5% and 87.9% of patients were highly satisfied with the technical quality and financial aspects of service, still, more than two third of patients claimed that the physician did not provide health education. As regards health providers, they were dissatisfied from shortage in numbers of staff members with high case load. Conclusion: It is concluded that service provider-patient communication/ interaction is pivotal and integral part of all hospital care services.

The effects of job satisfaction and organizational commitment on organizational citizenship behavior

The service quality is always the main factor for organization which focuses on the customer satisfaction to enhance their business and their performance. In order to have the great quality, they depend on their human resources. They need human resources who perform well. The employee who shows strong Organizational Citizenship Behavior believed can be performs better. That is why it is important for the organization to create employee with the strong OCB. OCB influenced by various factors. Job satisfaction and organization commitment are two important factors among them, which can predict the OCB. Organization should maintain the level of their employee’s satisfaction and commitment in order to develop the strong OCB. The research analyzed the effect of the job satisfaction and organization commitment on OCB at the PLN Distribution Office for Wet Java and Banten. Research conducted towards 100 participants using the multiple regression and descriptive analysis method. Through the analysis we found that job satisfaction and organization commitment has significance relation toward OCB (0.516). This finding is in line with previous research which promotes positive relation between these variables, eventhough only a mild percentage (0.266).The organization should place detail attention when applying the treatment. We suggest that the both job satisfaction and organization commitment should apply simultaneously in order to get better result. Further research needed to identify others factor which might be important to enhance the OCB. Â

Inter Relationship between Team Conflict Management, Employee Satisfaction and Organizational Performance

Team work in competitive environment has attained greater Importance for organizations to enhance their performance. This paper is described the team conflict management with its antecedence like trust, task interdependence and managerial coping skill, whereas dependent variables i.e. team conflict management styles, employees satisfaction and organizational performance has been chosen as outcomes. To evaluate the deduction of other studies have been made part of this paper. This paper is conceptual in nature henceforth, relations between independently and dependent variables have been described. Studies proved that there is a strong relation between team conflict management with employee’s satisfaction and organizational Performance. It is recommended that to Executives, Managers Trust and Task interdependence between the team members have positive impact on TCMS (Team conflict management styles). Present paper provides the solution to handle the conflicts within the team and with the team. Future research is directed for its empirical testing of TCMS model” should be replaced with sound implication.

Modeling and implementation of sequencing of tasks to Maximize the Processing in an organization

The main objective of this work is to conceive a practical approach to improve customer’s satisfaction which is generally considered as the pillar of the development of customer fidelity for the company. It is necessary to have a platform which we master to manage to satisfy the customer by studying its needs, by having the capacity to be close and serving him for the shortest deadlines.The waiting time before being served is systematically badly noted by the customers and can cause their dissatisfactions. For that, it is necessary to find a way to decrease the dissatisfaction of the customer by improving the service.We propose in this work, a simple and practical approach for modeling and implementation of a sequencing of tasks to maximize the processing in an organization. This approach respects the constraints of the organization and eliminates any shape of wasting of time at the level of service. She can be personalized for any company, as long as an organizational structure including the actors is defined, the authorities as well as the skills required for every participant in the organization.The problem is mathematically modeled by an integer linear programming and in series solved numerically by respecting rules of priority at the level of the departments. At the end, practical examples to illustrate the work are given.

Empowerment and Organizational Trust: It’s Impact on Job Satisfaction and Turnover Intention

The research attempts to explore the essential part of the organization, which involves the workforce and the systems that an institution have substantially contributed on the over-all ambiance created by the University. The study sought to: (1) analyze the relationship of empowerment and organizational trust; (2) examine the impact of empowerment on employee’s satisfaction and turnover intention; (3) examine the impact of organizational trust on employee’s satisfaction and turn over intention; and (4) analyze the relationship of employee’s satisfaction and turnover intention. Results show that there is a moderate positive relationship between empowerment and organizational trust and high positive significant relationship between empowerment and employee satisfaction. Moreover, integrity, commitment, and dependability have a very strong positive significant effect on employee satisfaction, while service support has substantial positive relationship on employee satisfaction. However, there is a weak relationship between integrity and turnover intention with commitment and a weak relationship between dependability and turnover intention. Similar result is observed with service support and turnover intention. Lastly, there is also a weak negative relationship between turnover intention and employee satisfaction. Overall, it can be surmised that as the level of empowerment increases, the level of organizational trust also increases. Likewise, when the level of organizational trust increases, the level of employee satisfaction also increases. Hence; when there is a well establish service support in an organization, employees tend to show dependability that lessen their desire to leave the organization.  Keywords - employee empowerment, organizational trust, employee satisfaction, turnover intention

Factors Effecting Job Satisfaction of Employees working in Private Organizations: A Case of Pakistan

The job satisfaction of employees has been a focal point of private organizations and also a source of attention for researchers in recent times. May be, this is because of relations between organizational outcomes and job satisfaction matters. This study informs about relationships between biographical variables and job satisfaction of private organizations because job satisfaction of private organizations employees may be concerned with the personal attributes such as age, gender and years of experience. Objective of the study is the improvement of organizational Human Resource Management system regarding worker’s job satisfaction, so Correlation, Regression and Analysis of Variance tests were conducted to test the data. Some of management variables, which were, Compensation, Empowerment, Work Place, Appraisal System, Management Behavior, Motivation, Clear Goals of Organization and Training and Development shown a positively correlation with employee’s job satisfaction. Implications for these factors and their connection with job satisfaction is argued, limitations of the study and future research recommendations are presented. Data was collected through a questionnaire. To test the research hypothesis, Correlation was conducted. Biographical differences specially gender, age and experience were related to many job satisfaction variables. We explore the effects of organizational aspects on employee’s satisfaction which leads to productivity.