HUBUNGAN FAKTOR - FAKTOR PENILAIAN KINERJA KARYAWAN TERHADAP KEPUASAN NASABAH PT BANK RAKYAT INDONESIA (PERSERO), TBK CABANG JOMBANG

Customer satisfaction measurement is an organization that should be done periodically to further solidify its competitive advantage compared to competitors. Performance Improvement Officers carried out by banks as service providers as well as the management of PT Bank Rakyat Indonesia (Persero) Tbk as a provider of banking services, the appropriate attributes will bring positive impact of improving customer satisfaction. But on the contrary, improved performance on attributes that are not right will lead an organization on waste. This study aims to measure customer satisfaction using secondary data research. From these results obtained conclusion that customer satisfaction is influenced by the quality of service of employees of PT Bank Rakyat Indonesia (Persero) Tbk. If the performance of employees increases, the entire performance assessment factors on which the performance appraisal increases. And it has a positive effect on customer satisfaction PT Bank Rakyat Indonesia (Persero)Tbk. Keywords: Performance Assessment, Customer Satisfactio

Harmful Freedom of Choice: Lessons from the Cellphone Market

This article focuses on the relationship between provider and customer, specifically on the complexity of available contracts in the cellphone market and the ways this complexity might be harmful to consumers. This article aims to elucidate the issues, fleshing them out both as a general phenomenon and as a specific implementation in the cellphone context. The aim is not to provide ultimate solutions, but to show the directions these solutions might take and the difficulties involved

Sustainable Value Proposition Design in a Product-Service System

Many companies have started to add services to their tangible products in order to defend themselves from increased competition from low-cost economies. Research regarding the transition towards product-service systems (PSS) and how the PSS providers' business models are affected exists, but there is a lack of research regarding how the suppliers to the PSS providers are affected by the transition towards PSS. Therefore, this thesis studies the situation for a supplier/partner to an OEM that has changed their business model to a PSS providing one. As the first step in a development of a new business model aims this thesis to provide guidelines for how to set up value propositions suitable for a supplier/partner in this new environment. When technologically complex products, such as aircraft engines, are provided through PSS offerings it is hard to translate customer needs into quality parameters, which makes it hard to sustain the value to customer over time. Therefore, how to keep the value offering sustainable over time is also investigated in this thesis. The aim of this study was to investigate how a sustainable value proposition can be designed for a product and technology supplier/partner to an OEM that offers PSS solutions. The research has been performed through studying relevant literature and collecting empirical data from a case company through semi-structured interviews and a workshop. The case company in this research is Volvo Aero Corporation (VAC). The empirical findings show that VAC wants to offer product-service bundled solution, which fit the whole spectra of PSS value propositions, to their partners/customers. To be able to deliver these different types of product-service bundled solutions different value propositions that suit the different kinds of PSS offerings are needed. Requirements that must be fulfilled to be able to offer and deliver the different types of value propositions exist in terms of securing sufficient information access, aligning the incentives of all actors involved and achieving an internal consensus of what is delivered

Competitive Positioning in International Logistics: Identifying a System of Attributes Through Neural Networks and Decision Trees

Firms involved in international logistics must develop a system of service attributes that give them a way to be profitable and to satisfy customers’ needs at the same time. How customers trade-off these various attributes in forming satisfaction with competing international logistics providers has not been explored well in the literature. This study explores the ocean freight shipping sector to identify the system of attributes that maximizes customers’ satisfaction. Data were collected from shipping managers in Singapore using personal interviews to identify the chief concerns in choosing and evaluating ocean freight services. The data were then examined using neural networks and decision trees, among other approaches to identify the system of attributes that is connected with customer satisfaction. The results illustrate the power of these methods in understanding how industrial customers with global operations process attributes to derive satisfaction. Implications are discussed

Delivering services by building and running virtual organisations

Non peer reviewedPostprin

Satisfaction in performing arts: the role of value?

Purpose – The aim of this paper is to report on the structure and relationships between value and satisfaction in a cultural performing arts setting to identify the structure of satisfaction in the performing arts context. Design/methodology/approach – This paper examines customer attitudes to value, show experience quality and peripheral service quality in a high arts setting by using a questionnaire. The pool of questions used the most recent scale measures for constructs in the area of services, in particular experiential services. The data are tested using AMOS 5.0 structural equation modelling. Findings – This paper reports that value mediates the relationship of show experience quality and peripheral service quality to satisfaction and the direct link of these pathways to satisfaction was not significant. This research supports the notion that customers determine service satisfaction based on attribute performance of the show and peripheral service aspects, and derive value from this. Practical implications – This research informs cultural organisation managers of the importance of delivering high levels of service quality and show experience in order to offer a value for money experience. This paper identifies the importance of understanding the heterogeneous and complex nature of customer-derived value. Originality/value – This paper examines a service sector that receives little attention. Cultural organisations operate as non-profit organisations and are accountable for scarce fund allocation. Government support has decreased and corporate sponsorship is scarce and competitive. This paper offers assistance to organisations in the quest to balance the economic issues and constraints by creating value and satisfaction and balancing service quality and show delivery

Through the Eye of the Beholder: Multiple Perspectives on Quality in Women\u27s Health Care

Quality is an illusive concept with different meanings to different people. Providers often define quality in terms of patient outcomes, professional standards of practice, predetermined criteria used to measure quality, and even subjective opinion. Patients describe quality in terms of the interpersonal aspects of care, how well they were treated, and the responsiveness of the provider to their needs. This qualitative study using a semi-structured interview defined quality from the perspectives of patients, physicians, nurses, and payers associated with a hospital-based women\u27s service line, and how the attributes of quality varied among the multiple groups. The study also described how stakeholders become aware of quality and how they determined a hospital\u27s quality. From the findings of the study, a conceptual framework of quality in women\u27s health was developed

Architectural Design Quality in Local Authority Private Finance Initiative Projects

Since the 1990s, when the Private Finance Initiative was developed as the primary method for delivering major public capital projects, there has been concern about the quality of many of the products. Initially, it was the architectural community that raised doubts, but it has subsequently been joined by user groups. As the contractual period is over 30 years, there are issues such as ongoing maintenance, facilities management and operational factors, that need to be balanced with design quality. This paper will report on a research project being carried out with a metropolitan local authority in England, which is replacing its entire sheltered housing stock in one Private Finance Initiative project. The principal aim of the local authority is that it should receive these buildings as assets, rather than liabilities at the end of the 30 year period. The research work to date has been based on two stages of a three stage selection of the preferred bidder from the original six consortia. The aims of this paper are to review the Private Finance Initiative management processes in relation to architectural design quality at each of the selection stages, including the generation and application of the design assessment criteria, and the role of user groups; and evaluate the outcomes against the objectives of maximising design quality within workable financial models. The methodology is that the researcher is based in the local authority project team, and has therefore been able to use participant observation techniques in the management processes, which include competitive dialogue and user consultation. The design assessment criteria were developed from the academic literature and refined at each selection stage. A comparative analysis of the design assessment criteria with intermediate and final designs, will assist in identifying the status of design quality in the selection of the preferred bidder

An Ontology for Product-Service Systems

Industries are transforming their business strategy from a product-centric to a more service-centric nature by bundling products and services into integrated solutions to enhance the relationship between their customers. Since Product- Service Systems design research is currently at a rudimentary stage, the development of a robust ontology for this area would be helpful. The advantages of a standardized ontology are that it could help researchers and practitioners to communicate their views without ambiguity and thus encourage the conception and implementation of useful methods and tools. In this paper, an initial structure of a PSS ontology from the design perspective is proposed and evaluated