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Catharina Clara
Universitas Katolik Musi Charitas
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Journal : Prosiding University Research Colloquium

 1 
Peran Kualitas Jasa dan Kepuasan Nasabah Terhadap Kesetiaan Nasabah Serta Minat Untuk Berpindah Bank Catharina Clara
Prosiding University Research Colloquium Proceeding of The 7th University Research Colloquium 2018: Bidang Sosial Ekonomi dan Psikologi
Publisher : Konsorsium Lembaga Penelitian dan Pengabdian kepada Masyarakat Perguruan Tinggi Muhammadiyah 'Aisyiyah (PTMA) Koordinator Wilayah Jawa Tengah - DIY

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (845.648 KB)

Abstract

With so many banks in the banking system in Indonesia then certainlycompetition between banks is getting fierce. Each bank must inevitably createa superior quality of service compared to competitors so as to satisfycustomers who ultimately result in customer loyalty or intention to switchbanks considering the cost of bank switching (switching cost) is low. On theother hand banks must also comply with the guidelines of Bank Indonesia andthe Financial Services Authority (FSA/ OJK). Based on this phenomenon thenexamined whether the perceived quality of the customer in this case is relatedto the bank customer satisfaction and loyalty as well as affect the desire orinterest to switch banks. So the research problems are: 1) How does thequality of services and customer satisfaction bank and 2) What is the impactof customer satisfaction to customer loyalty and switch intention. Thisresearch is a survey conducted in Palembang to the people who are customersof banks in Palembang. Linear regression model used to measure therelationship between variables. To answer the first question, the independentvariables of service quality (with 3 sub-variables: customer expectation,perceived quality, perceived value) regressed multiple with customersatisfaction. Meanwhile, to answer the second question, simple regressionused to measure effect of customer satisfaction with customer loyalty andswitch intention. The test results show that the reliability and validity ofresearch instrument is already showing good reliability and validity. Similarlyresult with the classical assumption test. The influence of the quality ofservices measured using subvariable Customer Expectation, PerceivedQuality and Perceived Value, to the customer satisfaction showed significancefor the variable Perceived Quality. Customer satisfaction on customer loyaltysignificantly positive effect. Customer satisfaction against switch intentionalso significant but positive influence. Overall, these models haven‟t predictthe dependent variable properly.
Pelatihan Kepemimpinan Bidang Ketrampilan Public Speaking dan Penyusunan Program Kerja Kebidelan Seminari Palembang T.A. 2017/2018 Catharina Clara; Anselmus Inharjanto; Paskalina Widiastuti Ratnaningsih; Ega Leovani; Ira Irzawati
Prosiding University Research Colloquium Proceeding of The 7th University Research Colloquium 2018: Bidang Pendidikan, Humaniora dan Agama
Publisher : Konsorsium Lembaga Penelitian dan Pengabdian kepada Masyarakat Perguruan Tinggi Muhammadiyah 'Aisyiyah (PTMA) Koordinator Wilayah Jawa Tengah - DIY

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (250.291 KB)

Abstract

Student organization is part of the formation at St. Paul’s MinorSeminary in Palembang, South Sumatra. Seminary’s new studentorganization committee has been assigned with various tasks related tothe vision of 4Ss (i.e. Sanctitas or Sanctity, Sanitas or Health, Scientiaor Science, and Socialitas or Communal Life). The aim of thisleadership training of public speaking skills and work programmeplanning for internal student organization of St. Paul Minor Seminary,Palembang in academic year 2017/2018 is to increase leadershipability of Seminary students (or seminarians) especially in selfmanagementand as internal student organisation committee bothpublic speaking and work programme planning. The methods usedwere lecture and group practice. This activity was conducted in twodays. The first day activities were discussing basic leadershipmanagement and public speaking continued with group practice. Thesecond day activity was introduction to work program planningcontinued with real practice in groups. The analysis result ofquestionnaire reveals that the respondents’ opinions dealing withtraining activities in leadership, self-management, public speaking,and work programme planning demonstrate that the average score isin the agree and strongly agree scales. This fact indicates that theactivity is beneficial for the seminarians. It facilitates the seminariansto improve their abilities related to leadership, public speaking andwork programme planning.
Peran Kualitas Jasa dan Kepuasan Nasabah Terhadap Kesetiaan Nasabah Serta Minat Untuk Berpindah Bank Catharina Clara
Prosiding University Research Colloquium Proceeding of The 7th University Research Colloquium 2018: Bidang Sosial Ekonomi dan Psikologi
Publisher : Konsorsium Lembaga Penelitian dan Pengabdian kepada Masyarakat Perguruan Tinggi Muhammadiyah 'Aisyiyah (PTMA) Koordinator Wilayah Jawa Tengah - DIY

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

Abstract

With so many banks in the banking system in Indonesia then certainlycompetition between banks is getting fierce. Each bank must inevitably createa superior quality of service compared to competitors so as to satisfycustomers who ultimately result in customer loyalty or intention to switchbanks considering the cost of bank switching (switching cost) is low. On theother hand banks must also comply with the guidelines of Bank Indonesia andthe Financial Services Authority (FSA/ OJK). Based on this phenomenon thenexamined whether the perceived quality of the customer in this case is relatedto the bank customer satisfaction and loyalty as well as affect the desire orinterest to switch banks. So the research problems are: 1) How does thequality of services and customer satisfaction bank and 2) What is the impactof customer satisfaction to customer loyalty and switch intention. Thisresearch is a survey conducted in Palembang to the people who are customersof banks in Palembang. Linear regression model used to measure therelationship between variables. To answer the first question, the independentvariables of service quality (with 3 sub-variables: customer expectation,perceived quality, perceived value) regressed multiple with customersatisfaction. Meanwhile, to answer the second question, simple regressionused to measure effect of customer satisfaction with customer loyalty andswitch intention. The test results show that the reliability and validity ofresearch instrument is already showing good reliability and validity. Similarlyresult with the classical assumption test. The influence of the quality ofservices measured using subvariable Customer Expectation, PerceivedQuality and Perceived Value, to the customer satisfaction showed significancefor the variable Perceived Quality. Customer satisfaction on customer loyaltysignificantly positive effect. Customer satisfaction against switch intentionalso significant but positive influence. Overall, these models haven?t predictthe dependent variable properly.
Pelatihan Kepemimpinan Bidang Ketrampilan Public Speaking dan Penyusunan Program Kerja Kebidelan Seminari Palembang T.A. 2017/2018 Catharina Clara; Anselmus Inharjanto; Paskalina Widiastuti Ratnaningsih; Ega Leovani; Ira Irzawati
Prosiding University Research Colloquium Proceeding of The 7th University Research Colloquium 2018: Bidang Pendidikan, Humaniora dan Agama
Publisher : Konsorsium Lembaga Penelitian dan Pengabdian kepada Masyarakat Perguruan Tinggi Muhammadiyah 'Aisyiyah (PTMA) Koordinator Wilayah Jawa Tengah - DIY

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

Abstract

Student organization is part of the formation at St. Paul’s MinorSeminary in Palembang, South Sumatra. Seminary’s new studentorganization committee has been assigned with various tasks related tothe vision of 4Ss (i.e. Sanctitas or Sanctity, Sanitas or Health, Scientiaor Science, and Socialitas or Communal Life). The aim of thisleadership training of public speaking skills and work programmeplanning for internal student organization of St. Paul Minor Seminary,Palembang in academic year 2017/2018 is to increase leadershipability of Seminary students (or seminarians) especially in selfmanagementand as internal student organisation committee bothpublic speaking and work programme planning. The methods usedwere lecture and group practice. This activity was conducted in twodays. The first day activities were discussing basic leadershipmanagement and public speaking continued with group practice. Thesecond day activity was introduction to work program planningcontinued with real practice in groups. The analysis result ofquestionnaire reveals that the respondents’ opinions dealing withtraining activities in leadership, self-management, public speaking,and work programme planning demonstrate that the average score isin the agree and strongly agree scales. This fact indicates that theactivity is beneficial for the seminarians. It facilitates the seminariansto improve their abilities related to leadership, public speaking andwork programme planning.
Co-Authors Andreas Sarjono Anselmus Inharjanto Ega Leovani Florentinus Heru Ismadi Florentinus Heru Ismadi Ira Irzawati Leovani, Ega Lina . Lina Lina Maria Josephine Tyra, Maria Josephine Tyra, Paskalina Widiastuti Ratnaningsih Paskalina Widiastuti Ratnaningsih Yohanes Heri Pranoto Yohanes Heri Pranoto YOHANES HERI PRANOTO, YOHANES HERI