Increasing complexity of the business environment of organizations has created a market where the demand for technological products, and especially softwares, as an efficient solution to respond to ...the complexities, constantly is increasing. Naturally, with increasing demands for such product, what is in importance is designing the marketing activity in a way that commensurate with the nature of these products and also respond effectively to the needs of the target market. Considering this issue, this study aims to investigate the effect of marketing mix of technological products on satisfaction and behavioral intentions of costumers in public organization of Bushehr. Based on this, a sample consist of 32 public organization of Bushehr were selected and surveyed. Structural analyses of causal relations in model show that, software attributes had positive and significant effect on costumers’ satisfaction. Also, promotion and satisfaction of costumers positively affects their behavioral intentions. Furthermore, relational factors not also affect costumers’ satisfaction, but also moderate the effect of costumers’ satisfaction on their behavioral intention.
The Indonesian Islamic banking sector has been transformed by integrating technology in banking services to satisfy customers for retention and market share post-COVID-19. This study, therefore, ...investigates the impact of Islamic banking digital service quality post-COVID-19 in Indonesia on customer satisfaction and retention. This study applied the construction of an electronic service quality model (E-S-Qual) and a banking service quality model (BSQ) focusing on digital services in Islamic commercial banks in Indonesia after the COVID-19 pandemic. This study also used an explanatory method by collecting survey data from customers of Islamic banks in Indonesia. PLS-SEM analysis tool with SmartPLS tool version 4 was utilized to search for hypothetical evidence. This study uncovered the effect of ease of use, efficiency, interoperability, privacy security, responsiveness, reliability, service cost, and service portfolio on ISBC customer satisfaction. In addition, among the significance of ISBC customer satisfaction on customer retention intention, there was a mediating effect of Islamic financial literacy. Islamic banks, consequently, must maintain a digital service system to meet customers' financial needs through quality control of system infrastructure and continuous network maintenance. Moreover, the demand for strategies to strengthen new digital services through adding features and promoting the advantages of digital financial services is needed to gain market share in the Indonesian financial market.
This article presents the services which is provided by Nurul Jadid Islamic Boarding School using the Virtual Account payment method. In essence, the purpose of a service is to provide a sense of ...satisfaction for the people who is being served. To achieve this level of satisfaction must be accompanied by facilities and personnel from each side. In providing a service we are required to be sensitive to the wishes and needs of customers. Through the Virtual Account method can be implemented in financial management, especially in the payment process in an educational institution because it can provide convenience, and can be guaranteed in the process of payment transactions. By using this method, the Islamic Boarding School's treasurer can provide services in the form of convenience, guarantees, and concerns of Islamic Students (Santri) or Islamic Student's Parent (Walisantri) when processing payment transactions.
The library institution should be demonstrate the availability and accessibility of adequate learning resources for users. Library should be develop its internal organizational system (management), ...as well as conducting various surveys and evaluations that are oriented user satisfaction to see whether or not the library service. As one of the academic libraries, UIN Imam Bonjol Padang library needs to design how to realize excellent service for user satisfaction through LibQUAL dimension and elements of excellent service so that the services provided are oriented to user satisfaction and can be utilized optimally by the user At UIN Library Imam Bonjol Padang.---Lembaga perpustakaan saat ini harus menunjukkan ketersediaan dan aksesibilitas sumber belajar yang memadai bagi pengguna perpustakan. Perpustakaan harus mengembangkan system organisasi internalnya (manajemen), serta melakukan berbagai survey dan evaluasi yang berorientasi pada kepuasan pengguna perpustakaan untuk melihat berhasil atau tidaknya layanan yang diberikan. Sebagai salah satu perpustakaan perguruan tinggi, perpustakaan UIN Imam Bonjol Padang perlu merancang bagaimana mewujudkan excellent service untuk kepuasan pengguna perpustakaan (pemustaka) melalui dimensi LibQUAL dan elemen dari excellent service, sehingga layanan yang diberikan berorientasi pada kepuasan pengguna perpustakaan dan dapat dimanfaatkan secara maksimal oleh pemustaka di Perpustakaan UIN Imam Bonjol Padang.
Service quality is a final result of comparison beween service hoped by the costumers with their perseption to actual service performance. This research examines the influence of tangible, reability, ...responsiveness, assurance, and emphaty variables to costumer satisfaction of PT ASTRA INTERNATIONAL at Magelang Street km 7.2 Yogyakarta. The result of this research show that those five service quality variables: tangible, reability, responsiveness, assurance, and emphaty, had influence to customer satisfaction. Partially variables that significantly have influence om costumer satisfaction are tangible, reability, responsiveness, assurance, and emphaty, where reability did not have influence significanly on costumers satisfaction. From those five service quality variables, he most dominant variable on costumers satisfaction is responsiveness variable.
Customer Service Information System that implements Customer Relationship Management (CRM) strategy is a tool used to drive Creative House Ogan Ilir Indralaya so as to improve the quality of service ...to its customers. The implementation of this CRM strategy uses a web-based system that can manage customer data, product promotions, product sales data and customer service used for customers. The purpose of the implementation of CRM strategy in information systems is to retain existing customers by increasing customer satisfaction to service. The level of user satisfaction will be known from the questionnaire to be used in the Servqual (Quality of Service) method. With the implementation of Customer Relationship Management strategy in customer service information system expected information and services can be more quickly and easily.
This research aims to investigate, identify and describe the performance level and the factor which impacts to the performance of the Perpustakaan Tun Seri Lanang (PTSL) using Balanced Scorecard ...approach. The descriptive analysis was used to proceed data on 4 perspectives, were financial, customer, internal business process and learning and growth, respestively. The questionnaires were distributed to 24 employees and 120 questionnaires were distributed to customers. The finding shosw that performance level of PTSL is in good category by the total score 41.75. Performance level of another perspective shows financial performance is very good by the total score 9, customer performance is good by the total score 3.62, internal business process performance is very good by the total score 8.79 and learning and growth performance is good by the total score the 19.34. Based on findings recommendation is formulated in order that PTSL should focus on employee productivity and customer satisfaction.
Customer satisfaction with pharmaceutical care in pharmacy can be measured by comparing the expectations of consumers on the quality of pharmacy services desired by the fact that it received. This ...study was aimed to identify the dimensions of the expected quality of pharmaceutical care, is considered important, and which has a good performance with a model of quality pharmaceutical care to costumer at pharmacy in Yogyakarta. This study was observational descriptive method and the results are presented with quadrant diagram. The results showed that the costumer at pharmacy in Yogyakarta satisfied with pharmaceutical care in Tangible and Empathy dimension. The Tangible and Empathy dimensions are in quadrant II of the diagram. Howefer, the Assurance, Responsiveness and Reliability dimension, costumers less satisfied because the assume of patients if the pharmacy performance is still lower than the expectations of consumers. That showed the Assurance, Responsiveness and Reliability dimensions are in quadrant III of the diagram.
The aim of this research is to investigate the implication of internal marketing and internal service quality effectivity towards internal customer satisfaction in Tourism Industry in Yogyakarta ...Special Territory. This internal marketing studyinvolves variables of motivation and reward system, effective communication, effective employee's selection, effective recruitment, effective development, effective support system, and healthy work environment. While the internal quality service aspects that will be examined in this study are: tangible, emphaty, responsiveness, reliability and assurance, and then their influences on internal customer satisfaction would be analyzed.The sample size is 210 respondents,which is determined using purposive sampling method. The main instrument for data collection in this study is through questionnaire. The analysis tool used to examine the hypothesis of the study is Structural Equation Modeling using AMOS Version 20.0 Software. The result of the study shows that: Internal marketing and internal quality service significantly influence internal customers satisfation. However, the internal quality service influence the internal customers satisfaction more significantly. Therefore the managers in tourism industry should improve the internal marketing more than the internal quality service.
The purpose of this study was to analyze the effects of service quality on brand image, service quality on customer satisfaction, service quality on brand equity, service quality on customer loyalty, ...corporate rebranding on brand image, corporate rebranding on customer satisfaction, corporate rebranding on brand equity, brand image on customer satisfaction, corporate rebranding on customer loyalty, brand image on brand equity, brand image on customer loyalty, customer satisfaction on customer loyalty, brand equity on customer loyalty. The population of this study consisted of loyal 173 corporate advertisers to tvOne - an Indonesian national television company. The sample for this study was set as many as 173, but only 144 respondents who returned the feedback as part of the study. The 144 data were analyzed by using descriptive and inferential analysis of SEM. The research has proven that (1) the service quality significantly affects the brand image; (2) the service quality significantly influence the customer satisfaction; (3) the service quality significantly affects the brand equity; (4) the service quality significantly affects the customer loyalty; (5) the corporate rebranding has significant effects on the brand image; (6) the corporate rebranding has no significant effect on the customer satisfaction; (7) the corporate rebranding has no significant effect on brand equity; (8) the corporate rebranding has no significant effect on the customer loyalty; (9) the brand image has significant effect on the customer satisfaction; (10) the brand image has significant effects on the brand equity; (11) the brand image does not have significant effects on the customer loyalty; (12) significant effects from the customer satisfaction on customer loyalty; and (13) significant effects of the brand equity on the customer loyalty.
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