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PENGGUNAAN MODEL E-S-QUAL DALAM STUDI PENGARUH KUALITAS LAYANAN PERBANKAN ONLINE TERHADAP KEPUASAN NASABAH Tatik Suryani; May Sumiati
Jurnal Ekonomi dan Bisnis 2010: EKOBIS (Vol.11 No.1 2010)
Publisher : Department of Management, Faculty of Economics, Universitas Islam Sutan Agung, Semarang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30659/ekobis.11.1.478-486

There are many models for measuring service quality, SERVQUAL, SERPERF, STIEQUAL,E-SQ and E-S-QUAL. Every model offers some advantages and weakness. Previous researchproved that E-S-QUAL model is the best assessment to measure online service qualityin banking industry because it has an excellent external validity and enough consistency inreliability. The objectives of this research are to examine the effects of online service qualityin banking industry on the effect on customer satisfaction. Research involved 124 customersinternet banking. By measuring criterion validity of E-S-QUAL, it found that E-S-QUAL has agood validity and reliability for measuring the quality of banking online services. By using Ftest, the result revealed that all dimensions of online service quality has significantly effectson customer satisfaction. By using t â€“test only site aesthetic variable has significantly effecton customer satisfaction. The managerial implication of this research is that banking industryshould develop online service not only for effeciency, system availability, privacy, assurance,but the most important thing is also the aesthetics aspect to enhance their customer satisfaction.Keywords : Customer Satisfaction, SERVQUAL, E-SQ, E-S-QUAL

PENGGUNAAN MODEL E-S-QUAL DALAM STUDI PENGARUH KUALITAS LAYANAN PERBANKAN ONLINE TERHADAP KEPUASAN NASABAH Tatik Suryani; May Sumiati
Jurnal Ekonomi dan Bisnis 2010: EKOBIS (Vol.11 No.1 2010)
Publisher : Department of Management, Faculty of Economics, Universitas Islam Sutan Agung, Semarang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30659/ekobis.11.1.478-486

There are many models for measuring service quality, SERVQUAL, SERPERF, STIEQUAL,E-SQ and E-S-QUAL. Every model offers some advantages and weakness. Previous researchproved that E-S-QUAL model is the best assessment to measure online service qualityin banking industry because it has an excellent external validity and enough consistency inreliability. The objectives of this research are to examine the effects of online service qualityin banking industry on the effect on customer satisfaction. Research involved 124 customersinternet banking. By measuring criterion validity of E-S-QUAL, it found that E-S-QUAL has agood validity and reliability for measuring the quality of banking online services. By using Ftest, the result revealed that all dimensions of online service quality has significantly effectson customer satisfaction. By using t â€“test only site aesthetic variable has significantly effecton customer satisfaction. The managerial implication of this research is that banking industryshould develop online service not only for effeciency, system availability, privacy, assurance,but the most important thing is also the aesthetics aspect to enhance their customer satisfaction.Keywords : Customer Satisfaction, SERVQUAL, E-SQ, E-S-QUAL

Understanding Sharia Compliance According To Indonesian Muslim Entrepreneurs And Business People Ika Yunia Fauzia; Wiwik Lestari; Tatik Suryani
Al-Iqtishad: Jurnal Ilmu Ekonomi Syariah Vol 12, No 1 (2020)
Publisher : Faculty of Shariah and Law, UIN Syarif Hidayatullah Jakarta

This research aims at understanding the concept of Sharia compliance, according to Muslim business people and entrepreneurs. These people, over the years, believe that their business is in full conformity with Sharia. Using a qualitative approach coupled with an ethnographic analysis, this research finds that their business is in line with Sharia in terms of its meanings, forms, functions, benefits and values. This study also finds that there are similarities between one respondent to others with regard to the underlying meaning of Shariah compliance. However, they have different understanding concerning the meaning of usury and interest in conventional banking.Penelitian ini bertujuan melihat pemaknaan kesesuaian dengan syariah (shariah compliance) menurut para pebisnis dan wirausahawan Muslim. Kelompok ini, selama bertahun-tahun, meyakini bahwa usaha yang mereka jalankan sudah sesuai dengan syariah. Penelitian ini menggunakan pendekatan kualitatif dengan studi etnografi. Selanjutnya, penelitian ini menemukan bahwa para bisnis yang dijalankan oleh responden berkesesuaian dengan syariah dalam hal makna, bentuk, fungsi, manfaat, dan nilai. Ditemukan juga bahwa ada kesamaan pemahaman antara satu responden dengan yang lain terkait dengan pemaknaan shariah compliance. Meskipun demikian, ada perbedaan dalam memahami hukum tentang riba dan bunga pada bank konvensional.

SME’s financial literacy: An overview based on demographic aspects Iramani Iramani; Tatik Suryani; Lindiawati Lindiawati
Journal of Economics, Business, & Accountancy Ventura Vol 20, No 3 (2017): December 2017 - March 2018
Publisher : STIE Perbanas Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14414/jebav.v20i3.1098

This study attempts to examine the financial literacy level of SME’s owner in East Java based on demographic aspect. The sample was taken from 65 SME’s in East Java which produce prominent local product. The data were collected by using survey method and deep interview. They were analyzed using descriptive explorative and also cross tabulation for examining SME’s financial literacy based on demographic attribute. Research found that that the financial literacy score of SME’s owner in East Java is good enough, where they have average score 55.8 with the same score of median and mode 66.7. Majority weakness of SME’s owner is the literacy on SME understanding of net asset and insurance premium. Otherwise, whole SME’s owner is fully understood that financial knowledge is so useful for the SME. Other finding shows that there is a relationship between financial literacy’s level and SME’s owner on demographic aspect such as gender, education, the business time established. It can be concluded that demographic aspects determine the financial literacy level of SME’s owner

Determinant factors of investors behavior in investment decision in Indonesian capital markets Indra Listyarti; Tatik Suryani
Journal of Economics, Business, & Accountancy Ventura Vol 17, No 1 (2014): April 2014
Publisher : STIE Perbanas Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14414/jebav.v17i1.265

This study examines the effect of financial information, macro environment, and subjective norms on investors behavior when making investment decisions in Indonesian capital market. It was conducted by a survey design and involved 190 individual investors in three big cities in Indonesia (Jakarta, Surabaya, and Bandung). By using Structural Equation Modeling with Warp-PLS 3.0, the results showed that macro factors had a significantly positive effect on the technical information, the financial information and the macro factors had a significantly positive effect on the investor intentions, and the intentions of investors and the financial information had a significantly positive impact on investment decisions. It was also found that the financial information held a great contribution to build investor intentions and investment decisions. Thus, Indonesian individual investors were rational and sophisticated investors. They were not influenced by the actions of other investors, analyst opinions, and media. The implication of this research was how to provide information comprehensively to investors, which was very important to influence their decisions.

FINANCIAL CAPABILITY STUDY OF MICRO, SMALL AND MEDIUM ENTERPRISES OWNER WITH SUPERIOR PRODUCT IN MADIUN REGENCY Agnisa Sahrul Riffianto; Tatik Suryani
Journal of Business & Banking Vol 6, No 1 (2016): Mei - Oktober 2016
Publisher : STIE Perbanas Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14414/jbb.v6i1.895

Financial Capability is become the main topic in this study. The firts aim of this study is to analyze and measure financial capability of MSME (Micro, Small and Medium Enterprises) owner with superior products. The subjects of this study are MSME owner in Madiun Regency, East Java, Indonesia. Financial Capabilty measure by Funding Decision, Proft Sharing, Investment Decision and Financial Performance. By using triangulation method, this study found that Fincancial Capability of the MSME owner still on low level. MSME's funding decision is limited and not supported by third party like Bank. MSME's profit sharing is good for MSME's development. But their perception about business development is not right. MSME's Investment decision perception about land investment is wrong.

Peran kepercayaan merek, citra merek, dan celebrity endorsement terhadap loyalitas merek bedak tabur Wardah Anggi Novitasari; Tatik Suryani
Journal of Business & Banking Vol 7, No 2 (2017): November 2017 - April 2018
Publisher : STIE Perbanas Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14414/jbb.v7i2.999

The competition in Indonesia cosmetics industry is growing rapidly. Many brands of face powder available in the market have been popular and got a good qualityr. Wardah is one of halal cosmetics manufactured in Indonesia. This study aims to analyze the effect of brand trust, brand image, and Celebrity Endorsement on brand loyalty of Wardah face powder in Surabaya. Data collected with questionnaire which given to 97 respondents from community of Surabaya. The sample was selected by judgement sampling. The data were alanized by using MRA (Multiple Regression Analysis). The results found that brand trust has significant effect on brand loyalty. Brand image has no significant effect on brand loyalty and Celebrity Endorsement has no significant effect on brand loyalty. The results show that brand trust, brand image and Celebrity Endorsement effect signifi-cantly on brand loyalty. The implication is to improve the brand trust by holding event beauty class for consumert to get more trust in the facial powderof Wardah, and to in-crease the service for the consumers and adjust the price for them.

CITRA MEREK, BINTANG IKLAN, DAN KESADARAN MEREK: CUKUP KUATKAH DALAM MEMPENGARUHI INTENSI PEMBELIAN KECAP MANIS ABC DI SURABAYA Rizal Bagus Setiawan; Tatik Suryani
Journal of Business & Banking Vol 4, No 2 (2014): November 2014
Publisher : STIE Perbanas Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14414/jbb.v4i2.370

Customers purchase intention is influenced by many factors. The reason behind why customersbuy is very important for the company to develop its marketing strategy. The purposeof this study is to examine the influence of Brand Image, Celebrity Endorsement, andBrand Awareness on Customers Purchase Intention of ABC Sweet Soy in Surabaya. Thisresearch uses questionnaire as an instrument to get the response of the respondent. A questionnairewas spread to one hundred people who buying and consuming the ABC sweet soyin Surabaya. Multiple Regression Analyze (MRA) is used to examine the effect of the independentvariables on dependent variable. The findings of this study shows celebrity endorsementand brand awareness has positive significant effect on consumers purchase intention,but not to brand image. The implication of this research, the company shouldstrengthen the brand awareness and should be selective to choose celebrity as endorsementon its advertising.

PENGARUH KERAMAHAN, KREDIBILITAS DAN CITRA KARYAWAN TERHADAP KEDEKATAN KARYAWAN DAN KEPUASAN NASABAH PRODUK TABUNGAN BANK KONVENSIONAL DI SURABAYA Chairun Nisa Halim; Tatik Suryani
Journal of Business & Banking Vol 3, No 1 (2013): Mei 2013
Publisher : STIE Perbanas Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14414/jbb.v3i1.256

Banks as financial institutions have delivered superior services to their customers for gaining competitive advantages. The intimacy between banks employees and customers has signifi- cant role for creating satisfaction. This research tries to examine the influence of the deter- mination of customer intimacy specifically benevolence, credibility, and image of banks em- ployee on intimacy between banks employees and customers and customer satisfaction. Re- search involved 100 customers from four banks (Mandiri, BNI, BRI, and BTN) that selected by purposive sampling. Data were analyzed by Structural Equation Modeling (SEM). The results showed that: (1) benevolence did not have significantly effect on intimacy between banks employees and customers, (2) credibility and employees image have significantly in- fluences on intimacy between banks employees and customers, and (3) bank s employees and customers intimacy has positive effect on customer satisfaction. The implication of this research is that bank should improve the credibility and employee image for creating banks employees and customers intimacy. Beside it, bank should keep their intimacy for satisfying the customers.

KUALITAS JASA DAN KEPUASAN PELANGGAN DALAM PEMBELIAN ULANG PADA KELOMPOK KONSUMEN LANJUT USIA DI MATAHARI DEPARTMENT STORE SIDOARJO Yusni Cahyo Nugroho; Tatik Suryani
Journal of Business & Banking Vol 1, No 2 (2011): November 2011
Publisher : STIE Perbanas Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14414/jbb.v1i2.246

This research analyzes the causal variables that influence the variables of service quality to satisfaction and repeat purchase intention at Matahari Department Store. The analyzed vari- able are user service quality (physical aspects, reliability, personal interaction, problem solving and policy), satisfaction and repeat purchase intention. The purpose this study is to identify grey consumers perceived service quality at Matahari department Store in Sidoarjo city and to examine the relationship among perceived service qualities, their satisfaction, and repeat purchase intention to that store. A structured questionnaire was developed to collect the data. Designs for sample in this study is non-probability sampling, with the techniques of analysis such as descriptive analysis and statistic analysis. A model confirmatory analysis factor (CFA) and structural equation modeling (SEM) built by using AMOS 16.0 for windows program. The result showed that all service quality dimensions in the study, except policy, were significantly and positively to have relationship with their satisfaction and repeat pur- chase intention at Matahari Department Store, Sidoarjo Finally, for the further studies that test the same model and with the same research design, the authors suggest that the number of sample is by taking bigger and broader area for collecting data.

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