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All Journal Seminar Nasional Aplikasi Teknologi Informasi (SNATI) Research Report - Engineering Science Jurnal Rekayasa Sistem Industri Journal of Engineering and Management in Industrial System Jurnal Optimasi Sistem Industri Jurnal Ilmiah Teknik Industri Jurnal Teknik Industri: Jurnal Keilmuan dan Aplikasi Teknik Industri SAINTEK: Jurnal ilmiah Sains dan Teknologi Industri Jurnal Teknik Industri Terintegrasi (JUTIN)
Carles Sitompul
Teknik Industri, Universitas Katolik Parahyangan
Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Energy Engineering Industrial & Manufacturing Engineering Mechanical Engineering

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Journal : Jurnal Ilmiah Teknik Industri

 1 
PENGEMBANGAN DIMENSI KUALITAS LAYANAN E-BANKING DAN HUBUNGANNYA DENGAN KEPUASAN SERTA LOYALITAS KONSUMEN Tan, Alfian; Sukapto, Paulus; Sitompul, Carles
Jurnal Ilmiah Teknik Industri Vol. 13, No. 1, Juni 2014
Publisher : Universitas Muhammadiyah Surakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar

Abstract

SERVQUAL is a service quality measurement model that is assumed to be widely applicable in every sector of service industry, yet research proves the opposite. Characteristic of customer in each segment can be a factor that causes differences in measurement model. According to that fact, this research is conducted to identify the difference of measurement model in each customer segment, especially in e-banking industry. Not only we identify the measurement model,  this research is done to confirm the relationship between 3 constructs as well, which are service quality, satisfaction, and loyalty. Several statistical method will be introduced here in relationship with segmentation process, measurement model identification, dan the three constructs validation process. Segmentation process yields 2 customer segments which are people with high and moderate expectation to service quality. In the first segment, the measurement model consists of 4 quality dimensions, which are fullfilment, efficiency, assurance, and web design while there are 5 dimensions in the second segment which are fulfillment, responsiveness, information technology, assurance, and efficiency. There are also significant relationships among service quality, satisfaction, and loyalty.
PENGEMBANGAN DIMENSI KUALITAS LAYANAN E-BANKING DAN HUBUNGANNYA DENGAN KEPUASAN SERTA LOYALITAS KONSUMEN Tan, Alfian; Sukapto, Paulus; Sitompul, Carles
Jurnal Ilmiah Teknik Industri Vol. 13, No. 1, Juni 2014
Publisher : Muhammadiyah University Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.23917/jiti.v13i1.305

Abstract

SERVQUAL is a service quality measurement model that is assumed to be widely applicable in every sector of service industry, yet research proves the opposite. Characteristic of customer in each segment can be a factor that causes differences in measurement model. According to that fact, this research is conducted to identify the difference of measurement model in each customer segment, especially in e-banking industry. Not only we identify the measurement model,  this research is done to confirm the relationship between 3 constructs as well, which are service quality, satisfaction, and loyalty. Several statistical method will be introduced here in relationship with segmentation process, measurement model identification, dan the three constructs' validation process. Segmentation process yields 2 customer segments which are people with high and moderate expectation to service quality. In the first segment, the measurement model consists of 4 quality dimensions, which are fullfilment, efficiency, assurance, and web design while there are 5 dimensions in the second segment which are fulfillment, responsiveness, information technology, assurance, and efficiency. There are also significant relationships among service quality, satisfaction, and loyalty.
PENGEMBANGAN DIMENSI KUALITAS LAYANAN E-BANKING DAN HUBUNGANNYA DENGAN KEPUASAN SERTA LOYALITAS KONSUMEN Alfian Tan; Paulus Sukapto; Carles Sitompul
Jurnal Ilmiah Teknik Industri Vol. 13, No. 1, Juni 2014
Publisher : Department of Industrial Engineering Universitas Muhammadiyah Surakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.23917/jiti.v13i1.305

Abstract

SERVQUAL is a service quality measurement model that is assumed to be widely applicable in every sector of service industry, yet research proves the opposite. Characteristic of customer in each segment can be a factor that causes differences in measurement model. According to that fact, this research is conducted to identify the difference of measurement model in each customer segment, especially in e-banking industry. Not only we identify the measurement model,  this research is done to confirm the relationship between 3 constructs as well, which are service quality, satisfaction, and loyalty. Several statistical method will be introduced here in relationship with segmentation process, measurement model identification, dan the three constructs' validation process. Segmentation process yields 2 customer segments which are people with high and moderate expectation to service quality. In the first segment, the measurement model consists of 4 quality dimensions, which are fullfilment, efficiency, assurance, and web design while there are 5 dimensions in the second segment which are fulfillment, responsiveness, information technology, assurance, and efficiency. There are also significant relationships among service quality, satisfaction, and loyalty.
Co-Authors Alberto, Giovano Alberto, Giovano Ariningsih, Paulina Cynthia Prithadevi Juwono Dedy Suryadi Hari Adianto Hari Adianto Ida Bagus Deva Narswara Santosa Irma Felicia Iswari, Titi Johanna Hariandja Johanna Hariandja Johanna Hariandja Johanna Renny Octavia Hariandja Jonathan, Ryanto Kinley Aritonang Noor, Vicky Rizky Paulina Ariningsih Paulina Kus Ariningsih, Paulina Kus Paulus Sukapto Santosa, Ida Bagus Deva Narswara Setiawan, Fran Susana Susana Susana Susana Tan, Alfian Yohanes Dicka Pratama ~ Yosefa ~ Yosefa, ~