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All Journal EKOMBIS REVIEW: Jurnal Ilmiah Ekonomi dan Bisnis International Journal of Economics, Business and Accounting Research (IJEBAR) JAZ: Jurnal Akuntansi Unihaz Jurnal Ilmiah Edunomika (JIE) Journal of Research in Business, Economics, and Education Creative Research Management Journal Budimas : Jurnal Pengabdian Masyarakat AKTUAL Bima Journal : Business, Management and Accounting Journal Jurnal Fokus Manajemen JIPkM Central Community Development Journal Jurnal Ekonomi, Manajemen, Bisnis dan Akuntansi Review Jurnal Ekonomi, Manajemen, Akuntansi dan Keuangan Journal of Indonesian Management
Sulisti Afriani
Universitas Dehasen Bengkulu
Religion Humanities Civil Engineering, Building, Construction & Architecture Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Energy Environmental Science Industrial & Manufacturing Engineering Public Health Social Sciences Other

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The Effect Of Service Quality And Trust On Customer Satisfaction At Bank Bengkulu Girimulya Support Branch M. Andres Saputra; Sulisti Afriani; Zahrah Indah Ferina
Jurnal Ekonomi, Manajemen, Akuntansi dan Keuangan Vol. 2 No. 1 (2021): JANUARI
Publisher : Penerbit Jurnal Indonesia

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Abstract

The purpose of this study is to determine the effect of service quality and trust on customer satisfaction at Bank Bengkulu, Girimulya Sub-Branch. The sample in this study was 96 Tabunganku customers at Bank Bengkulu, Girimulya Sub-Branch. Data collection was carried out using a questionnaire and the analysis method by multiple linear regression, test of determination and hypothesis testing. The results of the regression analysis show Y = 11.647 + 0.320X1 + 0.425 X2, this illustrates a positive direction of regression, meaning that there is a positive influence between X1 (service quality) and X2 (trust) on customer satisfaction (Y). This means that if the variables of service quality and trust increase, it will increase customer satisfaction. The coefficient of determination is 0.416. This means that X1 (service quality) and X2 (trust) affect customer satisfaction (Y) by 41.6%, while the remaining 58.4% is influenced by other variables not examined in this study. The results of the t test at the 0.05 significance level explain that partially the variables of service quality and trust have a significant influence on the customer satisfaction variable of Bank Bengkulu, Girimulya Sub-Branch. The results of the F test at the 0.05 significance level explain that the variables of service quality and trust have a simultaneous (joint) influence on customer satisfaction at Bank Bengkulu, Girimulya Sub-Branch.
Analysis Of Community Satisfaction Index At The Office Of Religious Affairs Lubuk Sandi District Seluma District Vita Purnama Sari; Sulisti Afriani; Abdul Rahman
Jurnal Ekonomi, Manajemen, Akuntansi dan Keuangan Vol. 2 No. 2 (2021): APRIL
Publisher : Penerbit Jurnal Indonesia

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Abstract

The aim of this study is to determine the analysis of Community Satisfaction Index at Religious Affairs Office, Lubuk Sandi Sub-District, Seluma Regency. The analytical method used is Community Satisfaction Survey (IKM) based on the Regulation of the Minister of Administrative and Bureaucratic Reform of Republic of Indonesia Number 14 of 2017 with 9 indicators, namely requirements, procedures, completion time, costs / tariffs, product specifications for service types, executive competence, implementing behavior, facilities and infrastructure, handling complaints, suggestions and inputs. Based on the Analysis of the Community Satisfaction Index at Religious Affairs Office, Lubuk Sandi Sub- District, Seluma Regency, the results obtained from Community Satisfaction Survey for public services at Religious Affairs Office in Lubuk Sandi Sub-District, Seluma Regency is 79 with B quality service or Good criteria because it lies in interval values of 76.61 - 88.30. The lowest satisfaction value is at time of completion service with an average value of 2.89 with a poor rating because it lies in the interval value 2.60 - 3.064 Meanwhile, the element of implementing behavior is the element that gets the highest average score, namely 3.34 with good criteria.
The Relationship Of Human Resources Development And Employee Empowerment With Employee Performance At Maje Camat Office, Kaur Regency Usi Aradela; Sulisti Afriani; Tito Irwanto
Jurnal Ekonomi, Manajemen, Akuntansi dan Keuangan Vol. 2 No. 2 (2021): APRIL
Publisher : Penerbit Jurnal Indonesia

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The purpose of this study was to find out the relationship between human resource development and employee empowerment and employee performance at the Office of the District Head of Maje District of Kaur. The sample in this study were 28 employees consisting of 17 Civil Servants and 11 honorary people at the Office of the Maje District Head of Kaur Regency, because all populations in this study were sampled, so the method of sampling was by census. The method of data collection used is a questionnaire and the analytical method used is rank spearman correlation and hypothesis testing. Human Resource Development has a strong relationship with employee performance at the Office of the District Head of Maje District of Kaur with a correlation value of 0.760. This illustrates that the more precise the Human Resource Development of employees will increase the level of performance of employees at the Office of the District Head of Maje District of Kaur. Employee Empowerment has a very strong relationship with employee performance at the Office of the District Head of Maje District of Kaur with a correlation value of 0.842. This illustrates that Employee Empowerment at employees of the District Office of Maje District Head of Kaur can support in improving Performance.
Analysis of the Internal Control System for Merchandise Inventory at Alfamart Merapi, Tebeng Gardens, Bengkulu Lausa Saresa; Sulisti Afriani; Yun Fitriano
Jurnal Ekonomi, Manajemen, Akuntansi dan Keuangan Vol. 2 No. 3 (2021): JULI
Publisher : Penerbit Jurnal Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.53697/emak.v2i3.102

Abstract

The purpose of this study was to determine the internal control system for merchandise inventory at Alfamart Merapi Kebun Tebeng Bengkulu. The results showed that the internal control system for merchandise inventory at Alfamart Merapi Kebun Tebeng Bengkulu was compatible with Mulyadi's theory (2018: 488). In the organizational element, there is a schedule and committee involved in the stock opname. The authorization system and recording procedures are appropriate, where the monthly Stock Opname report is signed by the shop head and the daily Stock Opname is signed by the employee of the shift holder, the recording is based on the results of the monthly and daily (partial) Stock Opname reports calculated based on an invoice containing the type of goods, price of goods and quantity of goods. Healthy practice, there is conformity in the application of the internal control system for merchandise inventory, where invoices have been printed serial numbers and issued by DEPO Alfamart, Stock opname is carried out twice (monthly and daily) using the PDA system. In this element of healthy practice control there is an inconsistency with Mulyadi's theory (2018: 44), where the quantity and other inventory data listed in the 3rd and 2nd part of the physical count card are matched by the physical count card holder before the data is collected. listed in part 2 of the physical count card is recorded in the list of physical count results, because at Alfamart Kebun Tebeng, the quantity and inventory data are matched based on the invoice sent by DEPO
Internal Control System Analysis of Cash Receiving at Adeeva Hotel, Bengkulu City Neli Puspita Sari; Sulisti Apriani; Herlin Herlin
Jurnal Ekonomi, Manajemen, Akuntansi dan Keuangan Vol. 2 No. 3 (2021): JULI
Publisher : Penerbit Jurnal Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.53697/emak.v2i3.108

Abstract

The purpose of this study is to determine the internal control system for cash receipts at Hotel Adeeva Bengkulu City, especially cash receipts from cash sales. Data collection tools were carried out by means of documentation and unstructured interviews. The analytical method used is comparative analysis comparing the theory put forward by Mulyadi Hotel Adeeva Bengkulu City regarding the cash receipt internal control system. The results of this study indicate that the internal control analysis of cash receipts at the Adeeva Hotel, Bengkulu City, is not good enough because there is still no separation of functions and there is an overlap between the existing functions of the front office. The authorization system and recording procedures at the Adeeva Hotel in Bengkulu City are inadequate, because there is a one-way system where the front office still has dual duties as seen from the reception of guests and supervises payments at the cashier. Employ competent Adeeva Hotel, Bengkulu City, has conducted training for new employees and conducted a fairly strict employee selection before being accepted as employees.
Analysis of the Quality of the Registration Services of Haji Travelers in the Office of the Ministry of Religion, Bengkulu City Aldi Syafitra Anwari; Sulisti Apriani; Abdul Rahman
Jurnal Ekonomi, Manajemen, Akuntansi dan Keuangan Vol. 2 No. 4 (2021): OKTOBER
Publisher : Penerbit Jurnal Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.53697/emak.v2i4.181

Abstract

The purpose of this study was to analyze the quality of service for the registration of pilgrims at the Office of the Ministry of Religion of the City of Bengkulu, Permenpan RB Number 14 of 2017. The sampling method was used by simple random sampling with a sample size of 100 pilgrims who registered for the pilgrimage. The method of analysis in this research is qualitative and quantitative analysis based on Permenpan RB Number 14 of 2017. The results of the study show that the quality of the Hajj pilgrims 'registration service in the PHU Section of the Office of the Ministry of Religion of Bengkulu City with the criteria of "Good" is indicated by the average value of the respondents' perceptions of 3.3011 in the interval 3.0644-3.532. The value of the Community Satisfaction Survey (SKM) was 3.2681 in the interval 3.0644-3.532, as well as the value of SKM after conversion of 81.7025 in the interval 76.61-88.30 with the criteria "Good (B)". Among the 9 indicators of service quality, the highest value is in the first indicator, namely costs/tariffs with an average value of 4.00 in the 3.5324-4.00 interval and SKM after being converted at 100.00 is at the interval of 88.31-100,000 with the criteria "Very Good (A)". While the lowest average value on the indicator for handling complaints complaints with an average value of 2.94 is in the 2.60-3.064 interval and SKM after being converted is 73.50 in the interval 65.00-76.60 with the criteria "Not Good. (C) ".
An Analysis of Service Quality Towards Customer Satisfaction Using Importance Performance Analysis (IPA) Method Dhea Arghisa; Sulisti Afriani; Abdul Rahman
Jurnal Ekonomi, Manajemen, Akuntansi dan Keuangan Vol. 2 No. 4 (2021): OKTOBER
Publisher : Penerbit Jurnal Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.53697/emak.v2i4.188

Abstract

The purpose of this study was to measure the level of service satisfaction provided by Bank Bengkulu Sub-Branch Ipuh to customers, determine the dimensions of service expected by customers (expected) and those received by customers (perceive) and examine the difference (gap) between service quality expected by customers. customers with the quality of service received by customers. This research is a type of descriptive research with a quantitative approach. Descriptive research is research that leads to the disclosure of a problem or situation as it is and reveals an existing fact, although sometimes interpretation or analysis is given. Based on the results of the calculation of the Customer Satisfaction Index (IKP) Bank Bengkulu Ipuh Sub-Branch obtained a total service satisfaction score of 64.64 which is included in the quite satisfactory category. There are 5 dimensions of service quality tested, there is 1 dimension with a satisfactory assessment, namely the dimension of physical evidence (69,76). While the other 4 dimensions, namely reliability (63.20), responsiveness (65.12), assurance (63.04) and empathy (62.40) each received a satisfactory rating. Based on these results, it can be concluded that the level of service quality of Bank Bengkulu Sub-Branch Ipuh is considered satisfactory according to customers of Bank Bengkulu Sub-Branch Ipuh.
An Analysis of External Factor Evaluation (EFE) Matrix and Internal Factor Evaluation (IFE) Matrix at Baruna Fish Crackers Business in Kebun Tebeng Village of Ratu Agung Sub-District in Bengkulu City Ari Sudiarto; Sulisti Afriani; Yanto Effendi
Jurnal Ekonomi, Manajemen, Akuntansi dan Keuangan Vol. 2 No. 4 (2021): OKTOBER
Publisher : Penerbit Jurnal Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.53697/emak.v2i4.190

Abstract

This study aims to determine the Internal (IM) and External (EM) Matrix Analysis of this business. The informasi collection method in this research is to use a questionnaire by giving written statements to the respondents. The number of respondents in this study were 107 respondents. The analytical method used was an external internal matrix. From the results of the calculation of internal and external strategic factors, the total score of internal strategy factors was 3.49 and a total score of external strategic factors was 3.05. by using a concentration growth strategy through vertical integration. The strategy of concentration growth through vertical integration is doing business related vertically, such as selling food added to the business of making new menus ( taking over the function of suppliers).
Analysis of the Queuing System for the Indonesian Islamic Bank (BSI) Bengkulu Branch Angga Putra Pertama; Sulisti Afriani; Ida Ayu Made Er Meytha Gayatri
Jurnal Ekonomi, Manajemen, Akuntansi dan Keuangan Vol. 3 No. 1 (2022): Januari
Publisher : Penerbit Jurnal Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.53697/emak.v3i1.376

Abstract

The purpose of this study is to determine the average level of customer arrivals and the average service time of customers in the queue. The analytical model used in this study is a multi-channel single-phase queuing theory analysis with a mathematical formula. The queuing process is a process related to the arrival of the customer to a queuing system, then waiting in the queue until the waiter selects the customer according to the service discipline, and finally the customer leaves the queuing system after the service is finished. At Bank Syariah Indonesia (BSI) KC Bengkulu S. Parman 1 there are 5 tellers provided to serve customers who will make deposits, withdrawals and cash transfers. Queues that occur at the optimal service level can be obtained by the performance of the queuing system with the calculation results, namely, the average number of customers in the queue (nq) 31.88 customers, customers in the total system 33.08 people, the average time in the queue 0, 000767 and the total system time is 0.034097 or 2 minutes. Thus, customers do not take too long to make transactions. With the number of tellers as many as five people, there is a long waiting time for customers (Wq) in the queue, which is 0.02777 hours or 2 minutes and the average number of customers in the queue (Ls) is 2 people..
The Effect of Service and Location on Customer Satisfaction at the Andespar Manna Store, South Bengkulu Eensi Nurye Friza; Sulisti Afriani; Nurzam Nurzam
Jurnal Ekonomi, Manajemen, Akuntansi dan Keuangan Vol. 3 No. 1 (2022): Januari
Publisher : Penerbit Jurnal Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.53697/emak.v3i1.384

Abstract

The purpose of this study was to determine the effect of service and location on customer satisfaction at the Andespar Manna Bengkulu Selatan Shop. The sampling technique is accidental sampling technique. The data was collected using a questionnaire and the analytical methods used were multiple linear regression, determination test and hypothesis testing. Multiple regression results show the equation Y = 10.878 + 0.444X1 + 0.364 X2+3.784 The resulting regression direction is positive, meaning that the more service and location variables increase, the customer satisfaction will also increase. The coefficient of determination value is 0.852. This means that X1 (service) and X2 (location) have a contribution to customer satisfaction (Y) of 85.2%, while the remaining 14.8% is influenced by other variables not examined in this study. Overall, the results of the t-test have a significant value less than 0.05, so it can be interpreted that X1 (service) and X2 (location) have a significant influence on customer satisfaction (Y) partially or individually. The results of the F test have a significance value of 0.000 <0.05. Because the significance level below 0.05 indicates that together X1 (service) and X2 (location) have a significant effect on customer satisfaction (Y).
Co-Authors Abdul Rahman Adhitya Al-Fikri Adul Rahman Ahmad Soleh Albed Alfahmi Aldi Syafitra Anwari Angga Putra Pertama Ari Sudiarto Ayu Pratika Sari Azis Fransutomo Damarsiwi, Eska Prima Monique Desi Ratnasari Deva Ameilia Dezandra Afiro Dhea Arghisa Dian Safitri Donny Christopel Eddlyn Jervis Eensi Nurye Friza Ellya Ellya ELLYA REVOLINA, ELLYA Ermy Wijaya Erza Dwi Sartika Gayatri, Ida Ayu Made Er Meytha Herlin Herlin Herlin Herlin Herlin Heru Kurniawan Hesty Novita Ica Devisa Agustina Kaulan Kaulan Kimas Kurniawan Kimas Kurniawan Lausa Saresa Lena Elfianty Lena Elfianty Levi Bastian M. Andres Saputra Masrep Manna Noer Elbadri Maya Roma Mirta Wijaya Neli Puspita Sari Nenden Restu Hidayah Nengsih, Mimi Kurnia Neri Susanti Nia Indiasari Nirta Vera Yustanti Nurzam Ramadhan Subhi Reni Astuti Rera Marsela RIKEI RAFSANJANI Rina Trisna Yanti Rina Trisna Yanti Rina Trisna Yanti Rinto Noviantoro, Rinto Riska Melda Sari Sahrul Ramadhan Sefty Aulia Siti Hanila Sri Handayani Suharni Yati Taufik Hidayat Tifani Rika Amelya Tito Irwanto Triza Susana Ulfatun Hasanah Usi Aradela Viana Dila Vita Purnama Sari Wagini Wisarjan Wisarjan Yanto Efendi Yanto Effendi Yesi Indian Ariska Yun Fitriano Yun Fitriano Yutri Lisarah Zahrah Indah Ferina