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All Journal JDM (Jurnal Dinamika Manajemen) Journal of Economics, Business, & Accountancy Ventura PRESTASI EQUILIBRIUM Magisma: Jurnal Ilmiah Ekonomi dan Bisnis Fokus Abdimas
Ali Mursid
Sekolah Tinggi Ilmu Ekonomi Bank BPD Jateng, Semarang
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Social Sciences Other

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Journal : PRESTASI

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Kualitas Kinerja Layanan Nasabah PT Bank Jateng Mursid, Ali; Suhartono, Entot; Suhana, Suhana
PRESTASI Vol 10, No 2 (2012): Desember Prestasi
Publisher : PRESTASI

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Abstract

Customer satisfaction is  keywords for a company running in service to achieve its competitive advantage. A bank as one of service companies is also insisted to improve the quality of service to win the tight competition nowday. PT Bank Jateng, a bank belonging to central java province has tried to do its best in serving the customers. Many have been done to improve the service quality to the customers. Based on the mystery shopper done, there are still many weaknessess in many sides of services to be improved. They are in customer service, teller, ATM and restroom services. Many suggestions are as follows: quick and easy procedure of service, quick and thorough customer acceptance, responsive in handling customers’s complaints, always ready to serve at any time, knowledge and capability of staffs, the numbers of seats provided, cleaning restroom dan other facilities and entertainment and information media in waiting room.Keywords: customer satisfaction, competitive advantage, mystery shopperCustomer satisfaction is  keywords for a company running in service to achieve its competitive advantage. A bank as one of service companies is also insisted to improve the quality of service to win the tight competition nowday. PT Bank Jateng, a bank belonging to central java province has tried to do its best in serving the customers. Many have been done to improve the service quality to the customers. Based on the mystery shopper done, there are still many weaknessess in many sides of services to be improved. They are in customer service, teller, ATM and restroom services. Many suggestions are as follows: quick and easy procedure of service, quick and thorough customer acceptance, responsive in handling customers’s complaints, always ready to serve at any time, knowledge and capability of staffs, the numbers of seats provided, cleaning restroom dan other facilities and entertainment and information media in waiting room.Keywords: customer satisfaction, competitive advantage, mystery shopper
KEPEMIMPINAN, BUDAYA DAN KINERJA ORGANISASI SEBUAH KEYWORD KEBERHASILAN Mursid, Ali
PRESTASI Vol 5, No 02 (2009): Desember Prestasi
Publisher : PRESTASI

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Leadership is the most important role to increase organi­zational performance. This article tells about the role of leadership in creating the organizational culture, however when the organization built based on the value that the founder formulated and the leader is a part of the object that must follow it. Strong leadership is able to change the culture that influence the behavior and custom of organization and it will influence the organization performance to have superior and competitive advantage.Keyword : Leadership, Culture, Organizational Performance
Co-Authors Anugraheni, Vivid Aprillia Elly Kusumastuti Dwi Suryanto Hidayat Emyrasari, Kiki Entot Suhartono Hapsari, Vega Harsaningsih, Harsaningsih Indah Sulistyowati, Indah Maghfiroh, Jani Putri Mochammad Imron Awalludin Muhammad Muklisin Rahmi Yuliana Sukandar, Agus Wahyuni, Asri Nur Yuli Isnaeni