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Kota surabaya,
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INDONESIA
Journal of Business and Banking
ISSN : 20887841     EISSN : 23033460     DOI : http://dx.doi.org/10.14414/jbb
Core Subject : Economy,
Arjuna Subject : -
Articles 7 Documents
Search results for , issue "Vol 1, No 1 (2011): Mei 2011" : 7 Documents clear
FAKTOR-FAKTOR PENENTU KUALITAS JASA PERBANKAN (KAJIAN DARI PERSPEKTIF GENDER DAN POSISI PEKERJAAN PADA KARYAWAN BANK SURABAYA) Magdalena Francisca Toar; Tatik Suryani
Journal of Business & Banking Vol 1, No 1 (2011): Mei 2011
Publisher : STIE Perbanas Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14414/jbb.v1i1.150

Abstract

Banks need to review what kind of service quality is expected by the customers. Before determinethe service quality strategy, it is necessary to synchronize the bank perception whichis represented by the perception of frontline and back-office employees, and customers toavoid gaps. The objectives of this study are such as (1) to examine the factors that determinethe service quality from perspective bank employee based on their position in frontline andback-office, and (2) to verify the perceptions differences on service quality based on gender.By judgmental and purposive sampling, this research gained 100 employees of banks in Surabayacity. Data were collected by questionnaire method. By using factor analysis and independentsample test, this research found that there are seven determinants of banking servicequality that are perceived by the employees and no differences in the perceptions of thedeterminants of service quality between frontline and back-office employees, neither on genderbased
FAKTOR-FAKTOR PENENTU KUALITAS JASA PERBANKAN DI SURABAYA (STUDI KOMPARASI PERSEPSI NASABAH DAN KARYAWAN) Dhyka Bagus Permana
Journal of Business & Banking Vol 1, No 1 (2011): Mei 2011
Publisher : STIE Perbanas Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14414/jbb.v1i1.154

Abstract

The service quality is measured to evaluate the performance of bank services. In addition,SERVQUAL model is based on multi-item scale designed to measure the customers expectationsand perceptions. It also includes the gap that occurs, that is the gap between customersexpectation and the managements perception. These perceptions are also determined by thegender. This research aims to examine the factors which determine the quality of bankingservices for its customers and employees in Surabaya and examine different perceptions betweencustomers and bank employees. The sample consists of customers (adults and students)and bank employees in Surabaya. The data were collected by questionnaire, 80 questionnairesfrom general customers, 100 from students and 100 from bank employees have beencollected. It was found there are seven factors as the determinants of the quality of bankingservice perceived by customers and employees. From seven factors, there are differences inperceptions of service quality determinants between customers and employees. Based on customerperception, the speed and certainty of service time are the most important factor, whilebased on employees perception, courtesy and the employees competence are the most determinefactor
PENGARUH KUALITAS LAYANAN INTERNET TERHADAP TINGKAT KEPUASAN NASABAH PERBANKAN DI DENPASAR Alfonssius R. Paju
Journal of Business & Banking Vol 1, No 1 (2011): Mei 2011
Publisher : STIE Perbanas Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14414/jbb.v1i1.153

Abstract

It is imperative to see whether the banks provide their customers satisfaction or not. This is acrucial thing for the banks. Therefore, it is also important to see what factors are consideredsignificant in terms of influencing the customers satisfaction. The purpose of this research isto explained influence of service quality towards customer satisfaction in internet bankingusers in Denpasar. There are six variables used to describe internet banking service such asquality, reliability, security, efficiency, responsiveness, access, and easiness to use. Theprocess of data collections by means of convenience sampling method by randomly taking allcustomers that have used internet banking in Denpasar. These customers are totaled 200internet banking users. The method analysis used in this research is linear regressionanalysis using the program SPSS 12.0. The results show that only reliability, efficiency, andeasiness to use have significant influence toward customer satisfaction of internet bankingusers in Denpasar. The management implication and suggestions for the banks as internetbanking service providers were also discussed at the end of this research
FAKTOR KUALITAS LAYANAN SERTA PENGARUHNYA TERHADAP KEPUASAN DAN LOYALITAS NASABAH PERBANKAN DI AMBON Debby Likumahua
Journal of Business & Banking Vol 1, No 1 (2011): Mei 2011
Publisher : STIE Perbanas Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14414/jbb.v1i1.149

Abstract

The purpose of this study is to assess the factors considered by the customers in perceivingthe quality of bank services in Ambon as well as examine the influence of service quality oncustomer satisfaction and loyalty as well as to test the effect of bank customers satisfactionin Ambon. Analysis tool used is the first factor analysis. This is for assessing the quality factorsof bank services. The second is the linear regression used to test whether the effect onservice quality and satisfaction whether satisfaction influences customer loyalty in Ambon.This research was carried out in Ambon in five major banks namely Bank Mandiri, BankRakyat Indonesia, Bank Negara Indonesia, Bank Central Asia and Bank CIMB Niaga. Thesample used in this research consists of 147 respondents. The result shows that there are fourfactors considered by the customers in Ambon in perceiving the quality of service. These factorsare the reliability, assurance, tangibles, and empathy. Furthermore, simultaneous servicequality influence customer satisfaction in Ambon and customer satisfaction is partially abanking customer loyalty in Ambon
PENGARUH KEPERCAYAAN, KOMITMEN, KOMUNIKASI, PENANGANAN MASALAH DAN KEPUASAN NASABAH TERHADAP LOYALITAS NASABAH BANK MUAMALAT DI SURABAYA Fitri Ningtyas; Basuki Rachmad
Journal of Business & Banking Vol 1, No 1 (2011): Mei 2011
Publisher : STIE Perbanas Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14414/jbb.v1i1.152

Abstract

Customer loyalty is one of the factors influencing the level of sales in a company. Every companyis trying hard to compete so that they can perform various strategies. By doing so, theyare supposed to create their customer loyalty well for each of the goods or services offered.Beside, within this effort, the banks are also doing a lot of strategies to increase their customersloyalty. There are many factors that can affect the loyalty of a customer such as trust,commitment, communication, conflict handling, and customers loyalty. The purpose of thisresearch is to examine the effect of trust, commitment, communication, conflict handling andcustomers satisfaction towards the customers loyalty. This research was conducted in Surabayaexactly on Muamalat Bank. This research uses non probability sampling sample andJudgment sampling to gain 120 bank customers as the respondent. This is conducted bymeans of multiple regressions to analyze the data with SPSS 16.0 for windows. The resultshows that Trust has an effect on Customer Loyalty. Commitment has not any significant effecton Customer Loyalty. Furthermore, communication has not significant effect on CustomerLoyalty, Conflict Handling has not affect on Customer Loyalty, but Customer Satisfactionhas significant effect on Customer Loyalty
PENGARUH KUALITAS JASA PERBANKAN TERHADAP LOYALITAS NASABAH DI BANK RAKYAT INDONESIA SURABAYA Yusak Anshori
Journal of Business & Banking Vol 1, No 1 (2011): Mei 2011
Publisher : STIE Perbanas Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14414/jbb.v1i1.151

Abstract

It is advisable that the banks should try hard to maximize their services for their customers.By doing so, it can also improve their customers loyalty. The purpose of this study is toanalyze whether the quality of services consist of tangibles, reliability, responsiveness,assurance and empathy has significant effect on customer loyalty. The data were collected bymeans of survey method by distributing the questionnaires to Britama savings customers inSurabaya. From the total of 366 questionnaires which were spread out, only 218 that couldbe used. The tool of study analysis was using multiple linear regression, overall responsesprovided by customers of BRI conferred a positive assessment regarding the quality ofservices available. The results of this research showed that the direct evidence, reliability,assurance and empathy have a significant influence on the customer loyalty at Bank RakyatIndonesia (BRI) Surabaya. It also can be used to improve the quality of services by makingthe right marketing strategy in order to maintain customer loyalty
PENGARUH GOOD CORPORATE GOVERNANCE (GCG) TERHADAP PROFITABILITAS DAN KINERJA SAHAM PERUSAHAAN PERBANKAN YANG TERCATAT DI BURSA EFEK INDONESIA David Tjondro; Romanus Wilopo
Journal of Business & Banking Vol 1, No 1 (2011): Mei 2011
Publisher : STIE Perbanas Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14414/jbb.v1i1.148

Abstract

GCG is interesting topic to be scrutinized. In this case, corporate governance system canprovide effective protection for stockholder and stakeholders, thus they can have confidencein return of investment. This study tries to analyze the impact of GCG toward profitabilityratios and bank stock performance. Samples of this study are banking companies listed inIndonesia Stock Exchange. Purposive sampling was used as sampling technique. Twenty sixcompanies were obtained by using several criterions as listed in IDX during 2008, no corporateaction which can change theoretical price in 2008 and complete data was available.GCG, ROA, ROE, NIM, stock return and PER was variable which studied in this research.Regression technique used to analyze the data. The research result shows that GCG havesignificant positive impact on ROA, ROE, NIM and PER. GCG doesnt have significant impacttoward stock return. It can be implied that investor access toward GCG implementationinformation in listed banking company must be widened and the capital market authoritiesshall conduct a regulation that forces public company to disclose GCG implementation

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