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Nawazirul Lubis
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ANALISIS TINGKAT KEPUASAN NASABAH TABUNGAN SIMPEDES ATAS KUALITAS PELAYANAN PT. BANK RAKYAT INDONESIA (PERSERO), TBK UNIT NGESREP SEMARANG Ashiva, Dita Laila; Lubis, Nawazirul; Suryoko, Sri
Jurnal Ilmu Administrasi Bisnis Volume 4, Nomor 4, Tahun 2015
Publisher : Departemen Administrasi Bisnis, FISIP Universitas Diponegoro

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Abstract

PT. Bank Rakyat Indonesia is a company engaged in the field of financial services the largest and has the most extensive network in Indonesia. PT. Bank Rakyat Indonesia has also been successfully serving the financial needs of the Indonesian people’s for 119 years. PT. Bank Rakyat Indonesia (Persero), Tbk in providing services to their customers should be as optimal as possible so that they are satisfied. But in reality there is no indication of customer dissatisfaction over the quality of services provided by BRI Unit Ngesrep Semarang.The purpose of the research was to determine the extent to which the level of customer satisfaction BRI Unit Ngesrep Semarang on the quality of services provided to customers. The type of this research is descriptive analytical. The sample in this research were 98 respondents who are customers of savings simpedes at PT. BRI (Persero) Tbk Unit Ngesrep Semarang. The research data was collected using interview techniques, while the research instrument using a questionnaire. Data analysis using Importance and Performance Analysis.            Based on the Importance and Performance Analysis, then be conclusion that the average total for the dimension of quality of service is 86,27 % include in the category are satisfied.Advice can be given for the company is to maximize the suggestion box, improving the condition of the parking BRI Unit Ngesrep Semarang, increase comfort lounge area and increase the speed of the queuing system.
PENGARUH KUALITAS PELAYANAN DAN TARIF TERHADAP LOYALITAS PELANGGAN MELALUI KEPUASAN PELANGGAN FAMILY FUN KARAOKE KELUARGA OUTLET SMG-03 SEMARANG Zulfa, Nur Amalia; Lubis, Nawazirul; Ngatno, Ngatno
Jurnal Ilmu Administrasi Bisnis Volume 3, Nomor 4, Tahun 2014
Publisher : Departemen Administrasi Bisnis, FISIP Universitas Diponegoro

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Abstract

As the development of the economy, companies in the services sector has increased rapidly, especially in entertainment services. This is due to the entertainment services has become people needs to relieve their fatigue and boredom from daily activities. In serving the customers, Family Fun Karaoke Keluarga Outlet SMG-03 Semarang is one of the karaoke company growing in Semarang, but the number of visitors has decreased from year 2011 – 2013 is accompanied by an increasing number of incoming complaints.This study aimed to know the effect of service quality and rate on customer loyalty through customer satisfaction Family Fun Karaoke Keluarga Outlet SMG-03 Semarang. Type of research is used explanatory. The population in this study is the customer Family Fun Karaoke Keluarga Outlet SMG-03 Semarang, by using the theory of Cooper and Emory then taken 100 respondents to be sampled and the sampling technique used a combination of incidental sampling and purposive sampling. Metohods of data collection using questionnaires, interviews, and documentation. Measurement scale used a Likert scale. The data analysis used validity test, reliability test, correlation coefficient, analysis of simple and multiple linear regression, determinant coefficient, significance test (t test and F test) and path analysis.The study concluded that the quality of service and rate altogether (simultaneously) or individually affect the dependent variable of customer satisfaction and customer loyalty. Based on the results of path analysis, the direct effect of service quality on customer loyalty smaller than the indirect effect, whereas the direct effect of rate on customer loyalty greater than the indirect effect.Suggestion of this study is Family Fun Karaoke Keluarga Outlet SMG-03 Semarang should be able to improve the quality of its services such as equipment provide, uniforms provide a more polite to work for employee and increase the ability of employees to serve customers and determine the relevant rate in order to continue to survive in the midst of intense competition at this time.
Analisis Tingkat Kepuasan Pelanggan Pencucian Mobil Atas Kinerja Pelayanan Pada CV. Jasa Raya Baru Semarang Rahman, Dharma Arif; Lubis, Nawazirul; Nugraha, Hari Susanta
Jurnal Ilmu Administrasi Bisnis Volume 4, Nomor 3, Tahun 2015
Publisher : Departemen Administrasi Bisnis, FISIP Universitas Diponegoro

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Abstract

The development of car wash services for years to yeras are increasing and becoming on concern for the society. From the customer complains data in CV. Jasa Raya Baru Semarang from Juni to December 2013, there are complains such as the car is not well drained, lack of cleaness and the washing time is too long. This research aims to determine the level of car wash customer satisfaction in CV. Jasa Raya Baru Semarang. Viewed from the dimension of realibility, responsiveness, assurance, empathy, and physical evidence.The type research that is used is descriptive analysis. The data used in the research is the primary data obtained by using the instrumens of gathering data in the from of a questionnaire and question’s guidelines. The population in this research is all customers in 2013, 4025 samples are taken according to Donald R. Cooper aboute 100 respondens by using purposive sampling technique. Data analysis that is used in the research is important and performance analysis.On the basis of importance analysis, can be concluded that:The customers of car wash service in CV. Jasa Raya Baru Semarang are less satisfied with the dimension of reability.The customers of car wash service in CV. Jasa Raya Baru Semarang are less satisfied with the dimension of responsiveness.The customers of car wash service in CV. Jasa Raya Baru Semarang are less satisfied with the dimension of assurance.The customers of car wash service in CV. Jasa Raya Baru Semarang are less satisfied with the dimension of empathy.The customers of car wash service in CV. Jasa Raya Baru Semarang are less satisfied with the dimension of physical evidence.The average satisfaction level based on the importance and performance analysis is 3,55 (less satisfied). This indicates that respondens fell less satisfied with the services provided by car wash in CV. Jasa Raya Baru Semarang. In here are advices for car wash CV. Jasa Raya Baru Semarang: to improve the performance of the car wash services that are considered less attention from the company, such as, checking the car before it is about to be wash, easy costumers in establishing interaction with employes, employee’s capability in instealing a sence of trust to be customer, the company is having employes who are provided with the appropriate, field experinces with their work, giving attention regardless of the customers social status, the understanding of companys employees to understand the customers needs the company appreciating the customer’s time, the design of car wash place that interesting.
ANALISIS TINGKAT KEPUASAN PELANGGAN ATAS KUALITAS PELAYANAN PT FEDERAL INTERNATIONAL FINANCE (FIF) CABANG SEMARANG Sulistiowati, Sulistiowati; Lubis, Nawazirul; Listyorini, Sari
Jurnal Ilmu Administrasi Bisnis Volume 3, Nomor 1, Tahun 2014
Publisher : Departemen Administrasi Bisnis, FISIP Universitas Diponegoro

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Abstract

Pertumbuhan ekonomi yang semakin stabil membawa dampak positif bagi sektor-sektor ekonomi di Indonesia. Usaha untuk menarik minat pelanggan serta mempertahankan yang sudah ada merupakan suatu pekerjaan yang tidak mudah. Mengingat pelanggan merupakan individu yang bebas berpindah-pindah dari satu tempat ke tempat lainnya tergantung dengan kepuasan yang diperolehnya. Oleh karena itu, peningkatan dalam bidang pelayanan harus dilakukan agar pelanggan menjadi puas dan loyal. Penelitian ini berangkat dari permasalahan masih di jumpai adanya komplain dari pelanggan dan adanya fluktuasi jumlah pelanggan PT FIF Cabang Semarang selama tahun 2010, yang diperkirakan dapat timbul sebagai akibat belum maksimalnya pelayanan PT FIF Cabang semarang. Tujuan penelitian ini adalah untuk mengetahui tingkat kepuasan pelanggan atas kinerja pelaksanaan pelayanan PT FIF Cabang Semarang.Tipe penelitian yang digunakan adalah penelitian deskriptif analitik. Data yang digunakan adalah data primer. Pengumpulan data dilakukan melalui wawancara dengan instrumen pengumpulan data berupa kuesioner yang diajukan kepada 99 responden. Sampling techniq yang digunakan adalah purposive sampling. Untuk mengukur tingkat kepuasan pelanggan atas layanan PT FIF Cabang Semarang, maka digunakan importance performance analysis (analisa perhitungan rata-rata).Dari hasil perhitungan rata-rata dari rata – rata penilaian pelaksanaan/ kinerja perusahaan dengan tingkat kepentingan/ harapan pelanggan maka akan diperoleh tingkat kepuasan atas kinerja perusahaan sebesar 3,70 yang masuk dalam kategorisasi kurang memuaskan. Atribut yang perlu mendapatkan perhatian adalah atribut yang berada di kuadran A dalam diagram kartesius, yaitu Kemampuan petugas untuk cepat tanggap dalam menghadapi masalah yang timbul (misalnya tentang perbedaan jumlah angsuran), kemampuan petugas  untuk cepat tanggap apabila terjadi kesalahan dalam pencatatan transaksi, kemampuan petugas dalam menjalin komunikasi yang efektif dengan pelanggan, sikap petugas dalam mengutamakan kepentingan dan kebutuhan pelanggan, sikap petugas dalam memberikan pelayanan yang baik tanpa membedakan status sosial, pengaturan parkir kendaraan bermotor.
Co-Authors Andi Wijayanto Arofani Hidayah Cikita Amalia Kalista Citra Lestari Dharma Arif Rahman, Dharma Arif Dimas Nur Isfandi Dita Laila Ashiva, Dita Laila Dwi Susilowati Hari Susanta Nugraha Ibnu Jatmiko Indah Woro Mahanani Lia Afiani Maria Citra Ngatno Ngatno Nur Amalia Zulfa Nur Wulan Aprilia Reni Shinta Dewi Sari Listyorini Sendhang Nurseto Sri Suryoko Sulistiowati Sulistiowati Widayanto Widayanto Widiartanto Widiartanto