Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Dan Dampaknya Pada Loyalitas Nasabah (Studi Pada Nasabah Tabungan Bank Bca Kcu Pusat Kota Malang)

Service Quality is a condition related to how much the service provider can provide the type of services that customers expect, and ultimately make the customers feel satisfaction and ending with the attitude of loyalty. It can be influenced by various factors that exist in dimensions of service quality that is: reability, responsiveness, assurance, emphaty, and tangibles. This type of research is explanatory with quantitative approach. Population in this research is savings customers on BCA who aged 20-50 years old, have savingаccount BCА, feel the service on BCА, аnd conduct trаnsаctions on behаlf of its own more or less one yeаr. The sаmple used in this reseаrch wаs 134 people choosen with purposive sаmpling. Аnаlysis of dаtа used descriptive аnаlysis аnd pаth аnаlysis. The result shows thаt service quаlity hаs significаnt influence on the customers sаtisfаction аnd customer loyаlty, аnd customer sаtisfаction hаs significаnt influence on customer loyаlty. Bаsed on this result, the Bаnk should mаintаin аnd increаse the customers sаtisfаction аnd customer loyаlty. This аction cаn be done through mаximаzing, reducing а risk of humаn error with performing the professionаlism without decreаsing the good аspects thаt аlreаdy exist. Keywords: Service Quаlity, Customer Sаtisfаction, Customer Loyаlty АBSTRАK Kuаlitаs Pelаyаnаn аdаlаh suаtu kondisi yаng berhubungаn dengаn seberаpа jаuh pihаk penyediа jаsа dаpаt memberikаn bentuk pelаyаnаn yаng sesuаi dengаn hаrаpаn pelаngаn, dаn аkhirnyа membuаt pelаnggаn tersebut merаsаkаn kepuаsаn dаn berаkhir dengаn sikаp loyаlitаs. Hаl itu dаpаt dipengаruhi dengаn berbаgаi fаktor-fаktor yаng аdа di dаlаm dimensi kuаlitаs pelаyаnаn, yаitu : reаlibilitаs, dаyа tаnggаp, jаminаn, empаti, dаn bukti fisik. Jenis penelitiаn yаng digunаkаn аdаlаh eksplаnаtori аsosiаtif dengаn pendekаtаn kuаntitаtif. Populаsi penelitiаn ini аdаlаh nаsаbаh Bаnk BCА yаng berusiа 20-50 tаhun, memiliki rekening tаbungаn Bаnk BCА, dаn melаkukаn trаnsаksi аtаs nаmа sendiri di BCА selаmа kurаng lebih 1 tаhun. Sаmpel yаng digunаkаn dаlаm penelitiаn ini sebаnyаk 134 reponden dengаn menggunаkаn purposive sаmpling. Аnаlisis dаtа yаng digunаkаn аdаlаh аnаlisis deskriptif dаn аnаlisis jаlur (аnаlisis pаth). Hаsil menunjukkаn bаhwа kuаlitаs pelаyаnаn berpengаruh signifikаn terhаdаp kepuаsаn nаsаbаh dаn loyаlitаs nаsаbаh, dаn kepuаsаn nаsаbаh berpengаruh signifikаn terhаdаp loyаlitаs nаsаbаh. Berdаsаrkаn hаsil penelitiаn ini sebаiknyа Bаnk BCА selаlu menjаgа dаn meningkаtkаn kepuаsаn dаn loyаlitаs nаsаbаh dengаn cаrа memаksimаlkаn kuаlitаs pelаyаnаn dengаn mengurаngi resiko Humаn Error dengаn memberikаn pelаtihаn yаng lebih profesionаl dаn lebih bаgus kepаdа pаrа stаff Bаnk BCА tаnpа mengurаngi аspek yаng sudаh аdа. Kаtа kunci: Kuаlitаs Pelаyаnаn, Kepuаsаn Nаsаbаh, Loyаlitаs Nаsаbа

Pengolahan Limbah Cair Sawit dengan Metode Aop (Advanced Oxidation Process) Menggunakan Katalis LaMnO3 Perovskite dan Oksidan Peroxymonosulfate

Processing of palm oil into Crude Palm Oil (CPO) will produce a large amount of liquid waste. To produce a ton of crude palm oil (CPO) produced 6 m3 of palm oil mill effluent. In this study, a process for removing organic compounds in wastewater using the advanced oxidation process by combining peroxymonosulfate (2KHS5.KHSO4.K2SO4) and a catalyst of LaMnO3 Perovskite. The combination will produce sulfate free radicals that capable degrading harmful organic compounds in effluent effectively. Nanocrystalline LaMnO3 was obtained by calcination at a temperature of 800 °C for 2 hours with an average crystal diameter of the highest peak of 29 nm in the shape of the Rhombohedral catalyst and the catalyst has qualified the catalyst with a nanoparticle structure. Several variations of oxidation process variables were performed to assess their effect on organic matter decline. Some fixed variables were oxidation reaction temperature 30 oC, reaction time 120 min, stirring speed 400 rpm, and concentration of peroxymonosulfate solution 2 g/L, pH of liquid waste is 8 and catalyst concentration 0,4 g / L. Conclution of this research is efficiency of 80.5 % for decreasing COD and efficiency by 15,6% for TOC reduction. This proved that the LaMnO3 catalyst is capable of activating peroxymonosulfate

Pengolahan Zat Warna Tekstil (Rhodamine B) dengan Teknologi AOP (Advance Oxidation Processes) Menggunakan Katalis Ce@Carbon Sphere dan Oksidan Peroxymonosulfate

Waste water of textile industry contributes in environmental pollution, especially wastewater containing dye and organic compounds are dangerous because they are non-biodegradable, toxic and harmful to the environment, like as Rhodamine B. Therefore, it is necessary to do the processing of waste dye textile industry to reduce the impact of pollution on the environment. One of the lastest innovations in the processing of textile waste is using advanced oxidation processes (AOPs) by oxidant capable of generating a radical sulphate (SO4*). This study aims to determine the activity of Ce@Carbon Sphere as a catalyst in the oxidation process, to degradation of dye in wastewater by using a combination of peroxymonosulfate and catalyst Ce@Carbon Sphere as an oxidater, and determine the optimum conditions to reduce dye in water. Catalytic synthesis process carried out by the hydrothermal process to produce black carbon from D-glucose and Cerium Nitrate Hexahidrate solution, at 180oC for 18 hours in an autoclave. Then calcined with N2 at 550oC for 2 hours. Degradation of Rhodamine B (waste artificially) 25 ppm for 2 hours with various concentrations of the catalyst 0,1; 0,2; 0,3 and 0,4gr/L and the concentration proxymonosulfate 1; 2; 3 and 4 g/L. One oft the conditions for reducing the levels of Rhodamine B in water is concentration of peroxymonosulfate at 1 g/L and Ce@Carbon Sphere at 0,1 g/L with efficiency up to 32,59%

Penentuan Nilai Sun Protective Factor (SPF) Secara in Vitro Krim Tabir Surya Ekstrak Etanol Kulit Alpukat

Peel of avocado (Persea americana Mill) contain efficacious compounds as an antioxydant.This studyhave purpose to determinethe value of Sun Protective Factor (SPF) of sunscreenfrom avocado's peel extract (Persea americana Mill) with aconcentration of5%, 7.5% and10%. In the determination of in vitro SPF valuesusing a spectrophotometer produce SPFvalues obtainedat a concentration of 5% is 3.99, 7.5% is 5.88,10% is 6.81. This study provesthat the use of this creamis notefficaciousas a sunscreen because the value result of SPF notexceed the minimal limit of good sunscreen SPF, that is 15

Pembuatan Koagulan Cair dari Lempung Gambut untuk Pejernihan Air

Clay is one of the abundant natural resources and have not been used optimally. Value for clays can be improved further. Utilization of clay as a source of liquid coagulant is one way of increasing value of the clay. The aim of research was to make liquid coagulant from clay peat with extraction process and determine the percentation of extraction. The powdered clay was calcined at a temperature of 750oC for 1 hour extracted using sulfuric acid for 60, 90 and 120 minutes at a temperature of 95°C. The slurry was filtered to obtain the filtrate which was a liquid coagulant. Liquid coagulant extracted during the process of 120 minutes has the highest of percent aluminum and iron extraction

Multicentre survey of retinopathy of prematurity in Indonesia

Background: The incidence of retinopathy of prematurity (ROP) is higher in Indonesia than in high-income countries. In order to reduce the incidence of the disease, a protocol on preventing, screening and treating ROP was published in Indonesia in 2010. To assist the practical implementation of the protocol, meetings were held in all Indonesia regions, calling attention to the high incidence of ROP and the methods to reduce it. In addition, national health insurance was introduced in 2014, making ROP screening and treatment accessible to more infants. Objective: To evaluate whether the introduction of both the guideline drawing attention to the high incidence of ROP and national health insurance may have influenced the incidence of the disease in Indonesia. Setting: Data were collected from 34 hospitals with different levels of care: national referral centres, university-based hospitals, and public and private hospitals. Methods: A survey was administered with questions on admission numbers, mortality rates, ROP incidence, and its stages for 2016-2017 in relation to gestational age and birth weight. Results: We identified 12 115 eligible infants with a gestational age of less than 34 weeks. Mortality was 24% and any stage ROP 6.7%. The mortality in infants aged less than 28 weeks was 67%, the incidence of all-stage ROP 18% and severe ROP 4%. In the group aged 28-32 weeks, the mortality was 24%, all-stage ROP 7% and severe ROP 4%-5%. Both mortality and the incidence of ROP were highest in university-based hospitals. Conclusions: In the 2016-2017 period, the infant mortality rate before 32 weeks of age was higher in Indonesia than in high-income countries, but the incidence of ROP was comparable. This incidence is likely an underestimation due to the high mortality rate. The ROP incidence in 2016-2017 is lower than in surveys conducted before 2015. This decline is likely due to a higher practitioner awareness about ROP and national health insurance implementation in Indonesia

Pemuliaan Kentang Produk Rekayasa Genetik Tahan terhadap Penyakit Busuk Daun (Phytophthora Infestans) dan Aman Pangan di Indonesia

Pemanfaatan tanaman kentang produk rekayasa genetik (PRG) dalam pemuliaan tanaman melalui persilangan dengan Atlantic dan Granola telah menghasilkan enam galur PRG hasil silangan yang terseleksi. Sebelum komersialisasi, kentang PRG harus dikaji keamanan pangan dan lingkungannya. Penulisan bertujuan memberikan informasi mengenai tanaman kentang PRG di Indonesia yang tahan terhadap penyakit busuk daun Phytophthora infestans dan telah dinyatakan aman untuk di-konsumsi oleh manusia. Analisis stabilitas menunjukkan bahwa gen RB stabil terintegrasi selama empat generasi klonal ber-urutan dalam genom tanaman kentang PRG dengan satu sisipan gen. Hasil studi komposisi dan nutrisi, glikoalkaloid total, dan anti nutrisi pada kentang PRG Katahdin SP951 dan galur-galur silangannya bersifat sepadan dengan Katahdin non-PRG. Studi toksisitas menunjukkan bahwa pemberian pakan suspensi umbi kentang dan suspensi tepung kentang Katahdin SP951 dan galur-galur silangan tidak berdampak terhadap mortalitas, bobot badan, dan tanda-tanda klinis pada mencit. Protein RB tidak memiliki homologi yang tinggi dengan protein toksin sehingga tidak bersifat toksik. Studi alergenisitas dengan Simulated Gastric Fluid dan Simulated Intestinal Fluid menunjukkan bahwa protein umbi kentang Katahdin SP951 dan galur-galur silangan terdegradasi kurang dari 5 menit inkubasi setelah perlakuan enzim pepsin atau tripsin. Protein RB tidak mempunyai sekuen asam amino yang homolog dengan protein alergen, sehingga tidak berpotensi menimbulkan alergi. Kentang Katahdin SP951 telah dinyatakan aman untuk dikonsumsi melalui Keputusan Kepala Badan Pengawas Obat dan Makanan tahun 2016. Tanaman kentang PRG tahan P. infestans yang dapat mengurangi 50% aplikasi fungisida, dan telah mendapat sertifikat aman pangan dan aman lingkungan diharapkan dapat menjadi pilihan untuk dimanfaatkan petani