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All Journal Jurnal Ekonomi & Bisnis PNJ (JEKBIS PNJ) Account : Jurnal Akuntansi, Keuangan dan Perbankan
Frianto Pandia
Jurusan Akuntansi Politeknik Negeri Jakarta, Kampus Baru UI Depok 16425
Economics, Econometrics & Finance

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PENGARUH PROFITABILITAS, UKURAN PERUSAHAAN DAN INFLASI TERHADAP RISIKO KREDIT BANK PERSERO PERIODE 2014-2018 Nainggolan, Novi Arina; Pandia, Frianto; Ansori, Ansori
Jurnal Akuntansi Keuangan dan Perbankan Vol 6, No 2 (2019): Account Volume 6 Nomor 2 Edisi Desember 2019
Publisher : Politeknik Negeri Jakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (156.795 KB) | DOI: 10.32722/acc.v6i2.2475

Abstract

PENGARUH PROFITABILITAS, UKURAN PERUSAHAAN DAN INFLASI TERHADAP RISIKO KREDIT BANK PERSERO PERIODE 2014-2018Novi Arina Nainggolannoviarina18@gmail.comFrianto Pandiafriantopandia@yahoo.comAnsori Ansori1302@yahoo.comProgram Studi Keuangan dan Perbankan Terapan Politeknik Negeri Jakarta   ABSTRACT This study examines the effect of profitability, bank size and inflation on credit risk PerseroBank period 2014-2018. Indicators used are Net Interest Margin (NIM), Bank Size, Inflation and NonPerforming Loan (NPL). The analysis method used in multiple linear regression analysis processedby using SPSS 25. The result of this study partially indicate that the profitability has positivesignificant effect on credit risk and inflation has negative significant effect on credit risk, while banksize has positive effect but no significant on credit risk. Simultaneously profitability, bank size andinflation have significant effect on credit risk of 56,2% and the remaining 43,8% is required by othervariables not used in this study.   Keywords: Profitability, Bank Size, Inflation, Credit Risk  ABSTRAKPenelitian ini bertujuan untuk mengetahui pengaruh profitabilitas, ukuran perusahaan daninflasi terhadap risiko kredit bank persero di Indonesia periode 2014-2018. Indikator yang digunakanadalah Net Interest Margin (NIM), Bank Size Inflasi dan Non Performing Loan (NPL). Metodeanalisis yang digunakan adalah analisis regresi linear berganda yang diolah dengan menggunakanprogram SPSS 25. Hasil penelitian ini secara parsial menunjukkan bahwa profitabilitas berpengaruhpositif signifikan terhadap risiko kredit serta ukuran perusahaan tidak berpengaruh signifikan terhadaprisiko kredit. Sedangkan inflasi berpengaruh negatif signifikan terhadap risiko kredit. Secara simultanprofitabilitas, ukuran perusahaan dan inflasi berpengaruh signifikan terhadap risiko kredit sebesar56,2%  dan sisanya sebesar 43,8% dipengaruhi oleh variabel lain yang tidak digunakan dalampenelitian ini. Kata kunci: profitabilitas, ukuran perusahaan, inflasi dan risiko kredit
PERANAN COMPLAINT HANDLING DAN SERVICE RECOVERY OLEH CUSTOMER SERVICE (CS) DALAM RANGKA MENINGKATKAN KEPUASAN DAN LOYALITAS NASABAH Pandia, Frianto; Endi Yanto, Hendro
Ekonomi & Bisnis Vol 10, No 2 (2011): Jurnal Ekonomi dan Bisnis
Publisher : Politeknik Negeri Jakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32722/eb.v10i2.408

Abstract

Abstrak Customer service (CS), as frontliners officers who deal directly with customers, have a great influence in improving customer satisfaction and loyalty. Satisfaction and customer loyalty, one of which can be created if the CS staff can handle the complaint and can give a good recovery service for customers. The purpose of this study was to determine what efforts are made CS officers in improving customer satisfaction and loyalty. Then, the authors wanted to find out service activities Complaint Handling and Service Recovery is performed by the CS and in the end the writer wanted to know what constraints are experienced officers in dealing with customer complaints CS, and by providing service recovery. Then, what solutions are applied to the CS in tackling these obstacles. Early research, beginning with observation to the Bank CIMB Niaga Branch Sunter, in order to see how the CS staff in serving customers, handling customer complaints, and in providing service recovery. Next, researchers will conduct a structured interview regarding service activities Complaint Handling and Recovery Servive committed by CS. Then, researchers will conduct the book study by processing the data obtained and compare them with theories that are supported by this study. The study is expected to be useful for all parties involved in this research, namely internal and external bank. Keywords: Customer Complaints, Service Recovery, Loyal
PERANAN COMPLAINT HANDLING DAN SERVICE RECOVERY OLEH CUSTOMER SERVICE (CS) DALAM RANGKA MENINGKATKAN KEPUASAN DAN LOYALITAS NASABAH PADA PT BANK CIMB NIAGA (PERSERO) TBK Endi Yanto, Hendro; Pandia, Frianto
Ekonomi & Bisnis Vol 11, No 1 (2012): Jurnal Ekonomi dan Bisnis
Publisher : Politeknik Negeri Jakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32722/eb.v11i1.102

Abstract

Customer service (CS), as frontliners officers who deal directly with customers, have a great influence in improving customer satisfaction and loyalty. Satisfaction and customer loyalty, one of which can be created if the CS staff can handle the complaint and can give a good recovery service for customers. The purpose of this study was to determine what efforts are made CS officers in improving customer satisfaction and loyalty. Then, the authors wanted to find out service activities Complaint Handling and Service Recovery is performed by the CS and in the end the writer wanted to know what constraints are experienced officers in dealing with customer complaints CS, and by providing service recovery. Then, what solutions are applied to the CS in tackling these obstacles. Early research, beginning with observation to the Bank CIMB Niaga Branch Sunter, in order to see how the CS staff in serving customers, handling customer complaints, and in providing service recovery. Next, researchers will conduct a structured interview regarding service activities Complaint Handling and Recovery Servive committed by CS. Then, researchers will conduct the book study by processing the data obtained and compare them with theories that are supported by this study. Keywords: Complaint, Service Recovery, Loya
Co-Authors A.A. Ketut Agung Cahyawan W Hendro Endi Yanto Nainggolan, Novi Arina