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William Agustinus Areros
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH PADA PT. BANK NEGARA INDONESIA (PERSERO) TBK. CABANG MANADO Diandra Gabriela Nelwan; William Agustinus Areros; Johny Revo Elia Tampi
JURNAL ADMINISTRASI BISNIS Vol. 4 No. 1 (2016): jurnal administrasi bisnis
Publisher : Universitas Sam Ratulangi

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35797/jab.v4.i1.%p

Abstract

Abstract, PT. Bank Negara Indonesia (Persero), Tbk Branch Manado is one of the largest national banks in North Sulawesi and even Indonesia. For the PT. BNI (Persero) Tbk branch Manado viewed with keen market in Indonesia such as in the area of Manado one with a marketing strategy, especially the quality of services in order to achieve company goals. This became the basis for the author to raise the issue: "Is the Quality of Service effect on customer satisfaction at PT. BNI (Persero) Tbk Branch Manado? "The purpose of this study was to determine the effect of service quality ie reliability, responsiveness, assurance, empathy and tangible to customer satisfaction at PT. BNI (Persero) Tbk Branch Manado. In order to earn and maintain consumer need for a strategy that requires commitment, good and human resources that aim to make products that are offered in accordance with the wishes of consumers so as to give satisfaction.The method used is the analysis method for the quantitative description of the relationship which consists of a combination of variable reliability, responsiveness, assurance, empathy and tangible is the variable that is used to view customer satisfaction or customer. Application of the quality of service is a business marketing ataus Strategy in pasarsasaran to maintain customer loyalty. Analysis technique used is the method of Multiple Regression Analysis and Correlation is to determine the effect of service quality on customer satisfaction.Based on the results of this research is that simultaneously the reliability (X1), responsiveness (X2), Security (X3), Empathy (X4), and Tangible (X5) significant Impact on customer loyalty (Y). With a variable value that is intangible (X5) are the most positive and significant impact on customer satisfaction. So in creating customer satisfaction, the company should be able to increase the value and brand image. The better the customer ratings, the higher the satisfaction.Keywords : Reliability, Responsiveness , Assurance , Empathy , embodies and Customer Satisfaction
ANALISIS PENERIMAAN PAJAK DAERAH DAN RETRIBUSI DAERAH SERTA KONTRIBUSINYA TERHADAP PENDAPATAN ASLI DAERAH KOTA TOMOHON JULITA KRISTI PONDAAG; WILLIAM AGUSTINUS AREROS; SONNY GERSON KAPARANG
JURNAL ADMINISTRASI BISNIS Vol. 4 No. 4 (2016): Jurnal Administrasi Bisnis
Publisher : Universitas Sam Ratulangi

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35797/jab.v4.i4.%p

Abstract

Abstract. The purpose of this study was to determine and analyze the contribution of local taxes and fees for revenue Tomohon. The method used in this study is a blend of quantitative and qualitative analysis. The results of the analysis indicate that the acceptance of local taxes and levies have an impact on income reception area. Within three years of taxes and levies contributed significantly to the income of Tomohon. In the future expected tax contribution to the development of the higher Tomohon city. Therefore, Tomohon city government should be able to provide insight to taxpayers about the importance of paying taxes to the development and progress of the region. Keywords: Regional Taxes, Levies, Regional Revenue
PENGARUH DISIPLIN KERJA TERHADAP KINERJA PEGAWAI PADA KANTOR PAJAK PRATAMA MANADO Ivan Maikhel Djiko; William Agustinus Areros; Sonny Kaparang
JURNAL ADMINISTRASI BISNIS Vol. 5 No. 002 (2017): Jurnal Adminnistrasi Bisnis
Publisher : Universitas Sam Ratulangi

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35797/jab.v5.i002.%p

Abstract

This study aimed to determine the effect of labor discipline on the performance of employees at the Tax Office Pratama Manado. The method in this research using quantitative methods by means of correlation and regression analysis. From the results of research conducted work discipline is of significant importance to the values used in improving the performance of employees at the Tax Office Pratama Manado. Labor discipline and performance of employees showed significant differences, so that the otherwise positive relationship exists between the discipline of work with employee performance. Under the first hypothesis test of discipline working relationship with the employee's performance has a significant direction and shape of linear regression. Role in improving the performance of employees across differing greatly to the success of the performance of employees in the company or organization. To achieve a good performance of employees one of which will be obtained from labor discipline applied in any company or organization.Keywords: Discipline Work and Employee Performance
PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN KONSUMEN PADA GOLDEN SUPERMARKET MANADO Juwita Elisabeth Poluan; William Agustinus Areros; Aneke Punuindoong
JURNAL ADMINISTRASI BISNIS Vol. 5 No. 002 (2017): Jurnal Adminnistrasi Bisnis
Publisher : Universitas Sam Ratulangi

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35797/jab.v5.i002.%p

Abstract

ABSTRAK. Given the number of malls and supermarkets (supermarket) which is located in the same area, then by itself would give birth to the fierce competition to seize visitors and buyers. Additionally the competition also came from some retailers in traditional markets and shops are scattered in the same area. Golden Supermarkets is one of the famous retail among some retail in the city of Manado. In the motion of daily operations, Golden Supermarkets as shopping centers provide a variety of different goods with different types, brands and sizes at varying price levels. Problem formulation, Based on the background outlined above, then the problem is: What is the quality of services that includes Tangible, Realibility, Responsiveness, Assurance, and Empathy effect on customer satisfaction in the Golden Supermarket Manado.Objective, while the objectives of this research is to determine how much the quality of the services provided by Golden Supermarket. "Quality of service refers to judgments of customers about the core of this service and the service provider itself or the entire service organization, most people are now beginning to show demand towards service excellence, they are no longer just need a quality product, but they prefer to enjoy the convenience of service "The method used in this research is descriptive quantitative method in accordance with the purpose of the research presented in advance outlining the nature of the nature and looking for a systematic description of the facts under investigation From the discussion above results show that the performance of the services provided by the service provider is very influential on consumer satisfaction, the strategy adopted by a Golden Supermarket Manado, especially in the service sector should be implemented properly. It can be concluded, responsiveness (Responsiveness) is a variable that shows the desire and willingness of employees Golden in providing services to consumers Golden. The management of Golden should provide great motivation for all employees of Golden supports the activities of service to consumers in adil.Akan better if the motivation given to employees of Golden in the form of rewards according to ability.Keywords: Quality, Service, and Satisfaction
Co-Authors Aneke Punuindoong Diandra Gabriela Nelwan Ivan Maikhel Djiko Johny Revo Elia Tampi JULITA KRISTI PONDAAG Juwita Elisabeth Poluan Sonny Gerson Kaparang Sonny Kaparang