The Impact of Internal Marketing and Customer Orientation to Service Quality and Their Implication on Customer Satisf action of Hospital Service Management

The number of individuals affected by type 2 diabetes is rapidly increasing. The goal of this thesis is to investigate if type 2 diabetes can be predicted more accurately from genome-wide association data using machine learning methods opposed to traditional statistical methods. A variable selection process using random forest has been performed and the variables in the genome, called Single Nucleotide Polymorphisms (SNPs), showing the highest importance for the prediction of type 2 diabetes have been identified. It has then been considered if including these SNPs in the models over only using clinical variables or previously univariately identified SNPs will improve the performance. Furthermore, the possible improvement by using random forest over logistic regression has been considered. The analysis has resulted in identifying genes through the SNPs that are related to biological functions related to type 2 diabetes. This includes genes which have not been directly associated with the disease. These are interesting for future study. However, the results show little to no improvement in prediction performance over models using only clinical variables suggesting that the signal for type 2 diabetes in the genome-wide association dataset is weak. Similarly, there is no improvement from using random forest over logistic regression for the final models suggesting that the linear signal in the genome data is much stronger than any non-linear signal.Antalet individer som lider av typ 2 diabetes ökar hastigt. Målet med denna uppsats är att undersöka huruvida förekomsten av typ 2 diabetes kan förutspås mer noggrant ur genome-wide association data med hjälp av maskininlärning jämfört med traditionella statistiska metoder. En variabel urvalsprocess med random forest har utförts, där variablerna i genomet, enbaspolymorfierna (SNPs), med störst betydelse för förutsägelsen av typ 2 diabetes identifierades. Det har undersökts om inkludering av dessa SNPs i modellerna jämfört med att enbart använda kliniska variabler eller tidigare identifierade SNPs förbättrar förutsägelsen. Vidare har den potentiella förbättringen av förutsägelsen genom användning av random forest jämfört med logistisk regression undersökts. Analysen av SNPs har resulterat i identifiering av gener som är relaterade till biologiska funktioner kopplade till typ 2 diabetes. Detta inkluderar gener som inte direkt har förknippats med sjukdomen tidigare, varför de är intressanta för fortsatta studier. Resultaten visar dock liten till ingen förbättring i förmåga att förutspåtyp 2 diabetes med hjälp av den använda metoden, jämfört med att enbart använda kliniska variabler vilket kan innebära att signalen för typ 2 diabetes i genome-wide association dataset är svag. På samma sätt kan ingen förbättring observeras vid användning av random forest jämfört med logistisk regression i de färdiga modellerna vilket kan innebära att signalen i datat är mycket starkare än någon ickelinjär signal

FAKTOR ANALISIS PENDORONG NASABAH NON-PNS MENABUNG PADA BANK BENGKULU

Abstract: The purpose of this research is to identify the factors that encourage non-government employees’ customers to make saving decisions. The respondents of this study were savings customers with non-government employees’ status, which amounted to 200 people taken by simple random sampling technique. Responses were obtained by distributing offline questionnaires at 7 branch offices of Bank Bengkulu. The data analysis method used were descriptive analysis and factor analysis. The results of this research, show that there are 7 (seven) factors that encourage non-government employees’ customers to save at Bank Bengkulu. The 7 factors are: (1) ATM service factor with a formed from indicators of ATM availability, security, ATM locations, bank locations and transaction facilities; (2) Transaction service factor with construc indicators, namely: electronic services, ease of transactions, transaction interests, types of services, service personnel and service friendliness; (3) The reference group factor, with a members as 4 indicators, namely: family encouragement, friend recommendations, friend solidarity and regional solidarity; (4) The brand trust factor with a members as 5 indicators, namely: brand trust, brand reputation, brand satisfaction, convenience and service reliability; (5) The physical evidence factor with construct of the 4 indicators, namely: bank exterior appearance, bank interior appearance, physical facilities and parking availability; (6) Interest and incentive factors with a members as 2 indicators, namely: interest rates and promotions; and (7) the administrative cost factor with a members as many as 2 indicators, namely: savings costs and service fees.   Keywords: ATM service factor; transaction service factor; brand trust factor; physical evidence factor; interest and incentive factors; and administrative cost factors   Abstrak: Salah satu bentuk masyarakat melek keuangan adalah kemauan dan kemampuan masyarakat mengakses layanan tabungan di Bank. Ketertarikan masyarakat menabung di Bank Bengkulu tentu saja dipengaruhi oleh sejumlah faktor baik yang berasal dari dalam individu sendiri (faktor motivasional) maupun dari luar individu yang dapat berupa faktor promosi dari penyedia jasa finansial. Hal ini ditegaskan oleh Kotler (2015) bahwa keputusan seseorang dapat dipengaruhi faktor internal individu dan faktor eksternal individu. Faktor internal bersumber dari dalam diri individu baik motivasi, pengalaman, pengetahuan dan karakteristik yang melekat pada invididu. Sedangkan faktor eksternal dapat berupa pengaruh lingkungan, penetrasi pemasar (promosi pemasaran) dan kelompok acuan. Pada penelitian ini, sejumlah faktor yang direduksi sebagai faktor keputusan menabung bersumber dari beberapa ahli seperti Gerrard dan Cunningham (2011); Utama (2015); Handriana et al. (2010); Almossawi (2011); Kaynak (2004); Alfansi dan Sargeant (2000) dan Metawa dan Almossawi (2008). Faktor-faktor tersebut di antaranya adalah kepercayaan merek, reputasi merek, kepuasan merek, suku bunga dan seterusnya. Terkait dengan hal tersebut, maka tunjuan dari pelaksanaan penelitian ini adalah untuk mengidentifikasi faktor-faktor yang mendorong nasabah non-PNS untuk mengambil keputusan menabung. Objek penelitian ini adalah nasabah non-PNS di Bank Bengkulu. Penelitian ini merupakan jenis penelitian deskriptif dengan pendekatan kuantitatif. Jenis data yang digunakan adalah data primer yang diperoleh melalui penyebaran kuesioner. Responden penelitian ini adalah nasabah tabungan dengan status non-PNS, yang berjumlah 200 orang diambil dengan teknik simple random sampling. Responden didapatkan dengan menyebarkan kuesioner secara offline di 7 kantor cabang Bank Bengkulu. Metode analisis data digunakan analisis deskriptif dan analisis faktor. Berdasarkan hasil penelitian dan pembahasan, dapat diambil kesimpulan bahwa terdapat 7 (tujuh) faktor yang mendorong nasabah Non-PNS menabung di Bank Bengkulu   Kata Kunci: Faktor layanan ATM; faktor layanan transaksi; faktor kepercayaan merek; faktor bukti fisik; faktor bunga dan insentif; dan faktor biaya administras

Analisis Pengaruh Citra Merek Dan Kualitas Produk Terhadap Loyalitas Konsumen Melalui ¬_Kepuasan Konsumen Produk Kopi Kapal Api

Abstract the current study aimed to examine the effect of brand image and product quality to consumer loyalty through consumer satisfaction of kapal api product. A quantitative approach and a survey method were employed to collect data. consumer who were use Kapal Api product for the sample for this study. Using online survey questionnaire. data were gathered from 185 consumer. Hierarchical multiple regression analysis was employed to test the hypotheses formed. The results statistically showed that: (1) Brand image has a positive and significant effect on consumer satisfaction for Kapal Api products in Bengkulu City. This means that if the brand image of the product perceived by consumers is higher, then consumer satisfaction will also be higher.then nurses’ performances will also be higher; (2) Product quality has a positive and significant effect on consumer satisfaction for Kapal Api products in Bengkulu City. This means that if the quality of the product perceived by consumers is higher, then customer satisfaction will also be higher; (3) Brand image has a positive and significant effect on consumer loyalty for Kapal Api products in Bengkulu City. This means that if the brand image of the product perceived by consumers is higher, then consumer loyalty will also be higher; (4) Product quality has a positive and significant effect on consumer loyalty for Kapal Api products in Bengkulu City. This means that if the quality of the product perceived by consumers is higher, then consumer loyalty will also be higher; 5) Consumer satisfaction has a positive and significant effect on consumer loyalty for Kapal Api products in Bengkulu City. This means that if consumer satisfaction is higher, then consumer loyalty will also be higher; 6) Consumer satisfaction has a mediating role on the influence of brand image on consumer loyalty of Kapal Api products in Bengkulu City. This means that if the brand image is getting higher and providing satisfaction for consumers, then consumer loyalty will also be getting higher; and 7) Consumer satisfaction has a mediating role on the effect of product quality on consumer loyalty for Kapal Api products in Bengkulu City. This means that if the product quality is getting higher and providing satisfaction for consumers, then consumer loyalty will also be getting higher.   Keyword: brand image, product quality, consumer loyalty, satisfaction, Kapal Api.   Abstrak penelitian ini bertujuan untuk menguji pengaruh citra merek dan kualitas produk terhadap loyalitas konsumen melalui kepuasan konsumen produk kapal api. Pendekatan kuantitatif dan metode survei digunakan untuk mengumpulkan data. konsumen yang menggunakan produk Kapal Api sebagai sampel penelitian ini. Menggunakan kuesioner survei online. data dikumpulkan dari 185 konsumen. Analisis regresi berganda hierarki digunakan untuk menguji hipotesis yang terbentuk. Hasil penelitian secara statistik menunjukkan bahwa: (1) Citra merek berpengaruh positif dan signifikan terhadap kepuasan konsumen produk Kapal Api di Kota Bengkulu. Artinya semakin tinggi citra merek produk yang dirasakan konsumen maka kepuasan konsumen juga akan semakin tinggi, maka kinerja perawat juga akan semakin tinggi; (2) Kualitas produk berpengaruh positif dan signifikan terhadap kepuasan konsumen produk Kapal Api di Kota Bengkulu. Artinya jika kualitas produk yang dirasakan konsumen semakin tinggi, maka kepuasan konsumen juga akan semakin tinggi; (3) Citra merek berpengaruh positif dan signifikan terhadap loyalitas konsumen produk Kapal Api di Kota Bengkulu. Artinya jika citra merek produk yang dirasakan konsumen semakin tinggi, maka loyalitas konsumen juga akan semakin tinggi; (4) Kualitas produk berpengaruh positif dan signifikan terhadap loyalitas konsumen produk Kapal Api di Kota Bengkulu. Artinya jika kualitas produk yang dirasakan konsumen semakin tinggi, maka loyalitas konsumen juga akan semakin tinggi; 5) Kepuasan konsumen berpengaruh positif dan signifikan terhadap loyalitas konsumen produk Kapal Api di Kota Bengkulu. Artinya jika kepuasan konsumen semakin tinggi, maka loyalitas konsumen juga akan semakin tinggi; 6) Kepuasan konsumen memiliki peran mediasi terhadap pengaruh citra merek terhadap loyalitas konsumen produk Kapal Api di Kota Bengkulu. Artinya jika citra merek semakin tinggi dan memberikan kepuasan bagi konsumen, maka loyalitas konsumen juga akan semakin tinggi; dan 7) Kepuasan konsumen memiliki peran mediasi terhadap pengaruh kualitas produk terhadap loyalitas konsumen produk Kapal Api di Kota Bengkulu. Artinya jika kualitas produk semakin tinggi dan memberikan kepuasan bagi konsumen, maka loyalitas konsumen juga akan semakin tinggi. Kata kunci: citra merek, kualitas produk, loyalitas konsumen, kepuasan, Kapal Api

Integrasi Metode E-Servqual dan Metode Fuzzy pada Pengukuran Kualitas Pelayanan E-Commerce Tokopedia

Abstract: Technological developments are increasingly making all activities easier, many sophisticated technologies are emerging that enable business people to develop their business strategies. The development of information technology and telecommunications also makes the market more dynamic, requiring business people to constantly improvise and innovate for retaining customers. E-Service Quality is designed as an extension of a site's ability to facilitate effective, efficient, effective shopping, purchasing and distribution activities. The aims to this research quality of service from  Tokopedia and find out what criteria of quality must be improved.  This research was conducted by using fuzzy method and E-Servqual (Service Quality).  The analysis was carried out using 20 criteria from 6 dimensions which were efficiency, fullfilment, system availability, privacy, responsiveness, contact. The results showed that the service quality at Tokopedia was good.  Overall, what users expect already accordance with Tokopedia’s performance.  There is one dimension that has a negative value called fullfilment.  From the defuzzyfication value of expectations and perceptions of the 20 criteria, 4 criteria were found with negative gap values   and 16 others with positive gap values.  By using a Cartesian diagram, criteria are determined to be the main priority where Tokopedia users feel that these criteria are very important.  However, the service provided by Tokopedia for the fullfilment dimension is not good enough.  The criteria as follows: Tokopedia keeps its promises for the offers provided, the suitability of the exact and up-to-date product delivery tracking location points, Tokopedia application system does not fail, and provide a TANYA chat room which is very helpful in providing information and complaints. Keywords: Quality of Service, Fuzzy Method, Servqual, Tokopedia.   Abstrak: Perkembangan teknologi semakin mempermudah segala aktivitas, banyak bermunculan teknologi canggih yang memungkinkan para pelaku bisnis untuk mengembangkan strategi bisnisnya. Perkembangan teknologi informasi dan telekomunikasi juga membuat pasar semakin dinamis, menuntut para pelaku bisnis untuk terus berimprovisasi dan berinovasi untuk mempertahankan pelanggan. E-Service Quality dirancang sebagai perpanjangan dari kemampuan situs untuk memfasilitasi kegiatan belanja, pembelian dan distribusi yang efektif, efisien, efektif. Penelitian ini bertujuan untuk mengetahui kualitas layanan dari Tokopedia dan mengetahui kriteria kualitas apa saja yang harus ditingkatkan. Penelitian ini dilakukan dengan menggunakan metode fuzzy dan E-Servqual (Service Quality). Analisis dilakukan dengan menggunakan 20 kriteria dari 6 dimensi yaitu efisiensi, pemenuhan, ketersediaan sistem, privasi, daya tanggap, kontak. Hasil penelitian menunjukkan bahwa kualitas pelayanan di Tokopedia sudah baik. Secara keseluruhan, apa yang diharapkan pengguna sudah sesuai dengan kinerja Tokopedia. Ada satu dimensi yang memiliki nilai negatif yaitu fullfilment. Dari nilai defuzzyfikasi harapan dan persepsi dari 20 kriteria, ditemukan 4 kriteria dengan nilai gap negatif dan 16 kriteria lainnya dengan nilai gap positif. Dengan menggunakan diagram kartesius, ditentukan kriteria menjadi prioritas utama dimana pengguna Tokopedia merasa kriteria tersebut sangat penting. Namun pelayanan yang diberikan Tokopedia untuk dimensi fullfilment kurang baik. Kriterianya sebagai berikut: Tokopedia menepati janji atas penawaran yang diberikan, kesesuaian titik lokasi tracking pengiriman produk yang tepat dan up-to-date, sistem aplikasi Tokopedia tidak gagal, dan menyediakan chat room TANYA yang sangat membantu dalam memberikan informasi dan pengaduan.   Kata kunci: Kualitas Pelayanan, Metode Fuzzy, Servqual, Tokopedia

PENGARUH PENGALAMAN,TEKANAN BEBAN KERJA, DAN TEKANAN WAKTU AUDIT TERHADAP KEMAMPUAN MENDETEKSI FRAUD BAGI APIP INSPEKTORAT PROVINSI BENGKULU

Abstract : This study aim to examine and analyze the effect of audit experience, the effect of audit workload stress, the effect of audit time pressure on the ability to detect fraud, as well as the influence of audit experience, audit workload stress, audit time pressure which simultaneously affect the ability to detect fraud in the Inspectorate of Bengkulu Province. Data collection technique used questionnaire with the number of samples as many as 68 people of APIP were taken by census and Multiple Regression Analysis as data analysis instrument. The results showed that the variables (1) Audit experience took positive and significant effect on the ability to detect fraud. (2) The pressure of audit workload took negative effect but not significant on the ability to detect fraud, (3) The pressure of audit time took positive effect but not significant on the ability to detect fraud. Simultaneously audit experience, audit workload pressure, audit time pressure jointly took significant effect on the ability to detect fraud.                        Keywords : Audit Experience, Audit Workload Pressure, Audit Pressure Time, and the ability to detect fraud   Abstrak : Penelitian ini bertujuan untuk menguji dan menganalisis pengaruh pengalaman audit, pengaruh stres beban kerja audit, pengaruh tekanan waktu audit terhadap kemampuan mendeteksi kecurangan, serta pengaruh pengalaman audit, stres beban kerja audit, tekanan waktu audit yang secara simultan berpengaruh terhadap kemampuan mendeteksi kecurangan di Inspektorat Provinsi Bengkulu. Teknik pengumpulan data menggunakan kuesioner dengan jumlah sampel sebanyak 68 orang APIP yang diambil secara sensus dan Analisis Regresi Berganda sebagai alat analisis data. Hasil penelitian menunjukkan bahwa variabel (1) Pengalaman audit berpengaruh positif dan signifikan terhadap kemampuan mendeteksi kecurangan. (2) Tekanan beban kerja audit berpengaruh negatif namun tidak signifikan terhadap kemampuan mendeteksi kecurangan, (3) Tekanan waktu audit berpengaruh positif namun tidak signifikan terhadap kemampuan mendeteksi kecurangan. Secara simultan pengalaman audit, tekanan beban kerja audit, tekanan waktu audit secara bersama-sama berpengaruh signifikan terhadap kemampuan mendeteksi kecurangan.   Kata Kunci : Pengalaman Audit, Tekanan Beban Kerja Audit, Waktu Tekanan Audit, dan kemampuan mendeteksi kecurangan &nbsp

nt Insight, 12(1): 79-97 79 ANALISIS KEMAMPUAN KERJA SEBAGAI VALUE DARI PENDIDIKAAN DAN PELATIHAN (Studi Pada Kantor Badan Kepegawaian Daerah Provinsi Bengkulu)

The purpose of this study is to determine the role of job training to improve knowledge, skills, attitudes and personality in carrying out the functions and responsibilities toward the achievement of organizational goals. The method used in this study is a survey by conducting in depth-interviews to the employees of the Regional Personnel Board of Bengkulu Province. The results of this study indicate that in particular training or training that has been followed by employees can improve knowledge, work skills, and understanding of their work. This is shown in the way the work and how to solve problems effectively that can be done by employees. Practically the results of this study revealed that an organization needs human resources that have a good individual capacity such as knowledge, skills and understanding in the work. The education and training programs followed by employees are believed to have benefited from individual capacity building and capability, thereby impacting on the quality of services provided

Responsivitas Pelayanan Publik (Studi Kasus Pelayanan Polres Rejang Lebong Terhadap Pengaduan Masyarakat)

The general research objective to be achieved from this study is to determine the responsiveness of the Rejang Lebong Resort Police service in handling public complaints on reports of complaints of violence against women and children. Research respondents are people who access complaint services or have reported to the Polres / Polsek in the Rejang Lebong Polres working area, which were taken by using the proportional random sampling technique of 20% of the 8 units of the Rejang Lebong Polres. The number of respondents taken was as many as 64 people. The results show 1) Respond to every community applicant who wants to get service This indicator includes good attitudes and communication from the service providers of the Rejang Lebong Police to the community. 2) Police officer/officers provide good communication to the community and are friendly so that the community feels comfortable. Officers/apparatus perform services quickly. This indicator is the readiness and sincerity of the police officer/apparatus in serving the community. The officers/apparatus who perform services quickly can be seen from their alertness. 3) Regarding the indicator of accuracy in serving. the timeliness of services provided by police officer/officers is still not in accordance with the wishes of the community. Due to several reasons, namely the existence of a system of discrimination by police officers/officers. This makes the community less responsive or unkind. 4) the timeliness of services provided by police officers/officers is still not in accordance with the wishes of the community. Because of several things, namely the existence of a system of discrimination carried out by police officers/officers. Based on this, the Accuracy Indicator of serving is focus, serious and thorough in providing services to the community both in work and in conversation. Regarding the indicators of accuracy in serving, Rejang Lebong Police have carried out their services carefully and in accordance with what is expected by the community as service recipients at the police station.Keywords: Responsiveness, Public Service, Public Complaint

PERAN GENDER DALAM MEMODERASI PENGARUH DISKONFIRMASI POSITIF, PERCEIVED VALUE, DAN KEPERCAYAAN TERHADAP NIAT PEMBELIAN ULANG DARING

The purpose of the study is to examine empirically the role of gender as a moderating effect  of positive disconfirmation, trust, and perceived value towards the intention to repurchase. This research is a quantitative research and confirmatory which is to examine the cause and effect relationship between variables in this study based on previous research tests with different place settings and research samples. The method in this study is the survey method, the sample of the study respondents in this study are consumers who have done transactions through online buying and selling sites. The stages in this study include; preparation of research proposals, conducting surveys, data processing, data interpretation, and preparation of research reports. The results of this study are expected to provide practical and theoretical contributions regarding consumer behavior

Perceived Value, Store Image and Satisfaction as Antecedents of Store Loyalty Moderated by Procedural Switching Costs

The phenomenon of measuring behavioral loyalty on specific stores or merchants obviously popular, particularly despite the existence of structural and fundamental criticism on specific issue. The objectives of this research is to examine the antecedents of customer loyalty specifically on store loyalty. We operate survey method to gather primary data. The focus of the research is to examine the effect of perceived value, store image, and customer satisfaction on store loyalty. The results indicate that customer who perceive low perception of procedural switching costs and high perception of procedural switching costs experienced different perception in their perceived value on customer satisfaction, perceived value on loyalty, and store image on customer satisfaction. The results shows that the perceived value, store image, and customer satisfaction has a positive and significant relationship of store loyalty in the different perception of procedural switching costs. Furthermore, procedural switching costs play a significant role in moderating the relationship between customer satisfaction and store loyalty. There was an indirect effect in the relationship between perceived value and store loyalty, which was mediated by customer satisfaction. The indirect effect of the relationship between store image and store loyalty was also proven to be mediated by the customer satisfaction