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All Journal International Journal of Economics, Business and Accounting Research (IJEBAR) Enrichment : Journal of Management
Marlon Rael Astillero
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Economics, Econometrics & Finance

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A STUDY OF THE FACTORS LEADING TO THE DEVELOPMENT OF CUSTOMER SATISFACTION: A CASE STUDY OF A PRIVATE BANKING INSTITUTION IN MANDALAY, MYANMAR Kyawt Shinn Thant Zin; Komm Pechinthorn; Marlon Rael Astillero; Kitisak Tavisak; Tony Somathih
International Journal of Economics, Business and Accounting Research (IJEBAR) Vol 4, No 01 (2020): IJEBAR, VOL. 04 ISSUE 01, MARCH 2020
Publisher : LPPM ITB AAS INDONESIA (d.h STIE AAS Surakarta)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29040/ijebar.v4i01.766

Abstract

Recently, the market of the banking industries is growing rapidly in Myanmar. Therefore, banks not only need to focus on attracting new customers but also on maintaining the existing customers by providing the exceptional quality of services in order to survive in extremely stiff competitive industry. This research is attempted to investigate the 5 determinants which lead to customer satisfaction to Ayeyarwaddy Bank (AYA) in Mandalay, Myanmar. The questionnaires were distributed to 200 people who have been experienced of using the service of the 2 branches of the AYA Bank in the same city. Single & multiple linear regression model were used in order to test the hypotheses to find out the beta coefficient and significant level. The finding is that all of the service quality dimensions such as reliability, responsiveness, assurance, empathy and tangibility are rejected and statistically influenced on the customer satisfaction. Keywords: service quality, customer satisfaction, commercial bank
Analysis of Human Resources Planning in PT. Bagus Wijaya Karya Bekasi - Indonesia Tubagus Achmad Darodjat; Marlon Rael Astillero
Enrichment : Journal of Management Vol. 11 No. 1, Novembe (2020): Management
Publisher : Institute of Computer Science (IOCS)

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (774.716 KB)

Abstract

Research analysis of Human Resource Planning in this company is done through a qualitative approach based on the principle of appropriateness i.e., observation of documentation and in-depth interviews. The sample in this study consisted of informants (respondents) in key positions in the company, such as supervisors and policy makers in the field.This research was conducted over 4 months. The results of the analysis of this study indicate that human resource planning in this company has been successfully implemented. The use of a periodic program has ensured the procurement of corporate human resources, an effective use of human resources and the successful development and maintenance of human resources
A STUDY OF THE FACTORS LEADING TO THE DEVELOPMENT OF CUSTOMER SATISFACTION: A CASE STUDY OF A PRIVATE BANKING INSTITUTION IN MANDALAY, MYANMAR Kyawt Shinn Thant Zin; Komm Pechinthorn; Marlon Rael Astillero; Kitisak Tavisak; Tony Somathih
International Journal of Economics, Business and Accounting Research (IJEBAR) Vol 4, No 01 (2020): IJEBAR, VOL. 04 ISSUE 01, MARCH 2020
Publisher : LPPM ITB AAS INDONESIA (d.h STIE AAS Surakarta)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29040/ijebar.v4i01.766

Abstract

Recently, the market of the banking industries is growing rapidly in Myanmar. Therefore, banks not only need to focus on attracting new customers but also on maintaining the existing customers by providing the exceptional quality of services in order to survive in extremely stiff competitive industry. This research is attempted to investigate the 5 determinants which lead to customer satisfaction to Ayeyarwaddy Bank (AYA) in Mandalay, Myanmar. The questionnaires were distributed to 200 people who have been experienced of using the service of the 2 branches of the AYA Bank in the same city. Single & multiple linear regression model were used in order to test the hypotheses to find out the beta coefficient and significant level. The finding is that all of the service quality dimensions such as reliability, responsiveness, assurance, empathy and tangibility are rejected and statistically influenced on the customer satisfaction. Keywords: service quality, customer satisfaction, commercial bank
Co-Authors Kitisak Tavisak Komm Pechinthorn Kyawt Shinn Thant Zin Tony Somathih Tubagus Achmad Darodjat