Kualitas Pelayanan, Kepuasan, Dan Loyalitas Nasabah: Aplikasi Servqual Model Pada Lembaga Keuangan Mikro Syariah Kota Malang

This study aims at: (i) analyzing the direct effect of service quality on customer satisfaction; (ii) analyzing the direct effect of service quality on customer loyalty (iii ) analyzing the direct effect of customer satisfaction on customer loyalty; (iv) Testing empirically the factors of service quality wich is influential in the process of customer loyalty throught customer satisfaction. This study is a survey research -type explanations. The samples used are 112 respondents as clients of Microfinance Institutions Sharia (LKMS) Malang. Sampling techniques of purposive sampling . Statistical analysis path analysis.The results: (i) quality of service a significant effect on customer satisfaction , while the dimensions of tangibles and empathy has no effect on customer satisfaction and loyalty. (ii) The service quality a significant effect on customer loyalty. (iii) affect customer satisfaction has on an effect customer loyalty. (iv) The quality of the service a significant effect on customer loyalty through customer satisfaction

Tarif Rasional Berdasarkan Biaya Satuan (Unit Cost), Ability to Pay (Atp), Willingness to Pay (Wtp) Dan Forced to Pay ( Ftp) Di Instalasi Rawat Inap Rumah Sakit Umum Anutapura Palu

The cost applied in Anutapura hospital since 2007 has not changed even with the inflation and the rising prices of medical supplies and drugs. This study aimed to determine the rational tariff based on the Unit cost, Ability To Pay (ATP), Willingness To Pay (WTP), Force To Pay (FTP) at the in-patient ward of Anutapura hospital Palu in 2013. The research was conducted at the inpatient ward of Anutapura Hospital Palu from March to April 2013. This study was an observational study based on real cost. The sample was all transaction costs from 100 hospitalized patients. Data were collected by using questionnaires and collection of annual reports of financial department, administration, and medical records. Data in 2012 were analyzed based on allocation of cost, fixed cost, semi-variable costs and variable cost. Data were analyzed using a computerized unit cost analysis and chi square analysis. The results of this study shows that the unit cost assumption III per treatment for one year is : the VVIP Class is Rp.410.000, -; the VIP Class is Rp 290.000.-; the first Class I is Rp 160.000.-; the second Class is Rp. 115.000.- and the third Class is Rp. 55.000.-. The conclusion of this study shows that the ATP and WTP is Rp.405.000, - per day care, followed by a VIP class with Rp.260.000, - per day care, the 1st class with Rp 155,000 per day care, the 2nd class with Rp . 110.000, - per day care and the third class with Rp 55,000 per day care. Keywords: Unit cost, ATP, WTP and FT

Information Technology Plan as an IT Governance Maturity Driver

Having an information technology (IT) plan is a minimum baseline for optimal IT governance. But, creating a plan is only one problem, executing it poses even more challenging problems. In this research, we investigate the correlation between an organization's IT plan and the organization's IT governance maturity level. We show that, on one hand, executing an IT plan requires a certain IT governance maturity level, on the other hand, the experience of executing an IT plan drives the organization IT governance maturity level. We compare the situations in two government institutions and found indications that the organization with an ambitious IT plan has more mature IT governance than the other whose IT plan is relatively modest. The results suggest that an effective IT plan should include plans for the development of IT governance mechanisms relevant to the goals that the plan is intended to achieve, and the plan's implementation schedule, also known as the IT roadmap, should take into consideration the growth of the IT governance mechanisms' maturity levels. Memiliki rencana untuk teknologi informasi (TI) adalah base line untuk tata kelola TI yang optimal. Tapi, membuat rencana hanyalah satu masalah, melaksanakannya akan menciptakan masalah baru yang lebih menantang. Dalam penelitian ini, kami menyelidiki korelasi antara rencana TI suatu organisasi dengan tingkat maturity tata kelola TI-nya. Kami menunjukkan bahwa, di satu sisi, untuk melaksanakan rencana TI memerlukan tingkat kematangan tata kelola TI tertentu, di sisi lain, pengalaman dalam menjalankan rencana TI mendorong organisasi dalam meningkatkan tata kelola TI. Kami membandingkan situasi di dua lembaga pemerintah dan menemukan indikasi bahwa organisasi dengan rencana TI yang ambisius memiliki tata kelola TI lebih matang dari organisasi yang rencana TI-nya relatif sederhana. Hasil penelitian menunjukkan bahwa perencanaan TI yang efektif harus mencakup rencana untuk pengembangan mekanisme tata kelola TI yang relevan dengan tujuan yang ingin dicapai, dan jadwal pelaksanaan rencana atau roadmap TI, harus mempertimbangkan pertumbuhan tingkat mekanisme tata kelola TI

Measuring the Effectiveness of a Simplified Cobit-based IT Process Maturity Assessment Method

We propose a simplified method for measuring the maturity levels of an organization's information technology (IT) processes that is based on IT Governance Institute's COBIT (Control Objectives for Information and Related Technology) framework. The method is designed for quickly assessing an organization's IT process maturity in situations where the availability of information for a more thorough assessment method is very limited. To investigate the accuracy of the proposed method, we evaluate the consistency between the result of the IT process maturity assessment of an organization and the conditions reported by the organization as impediment to the achievement of its IT goals. The underlying assumption is that a condition that is perceived by an organization as a problem will drive the organization to develop a process that can effectively deal with the condition. We show that there is good enough consistency to support the use of the proposed maturity assessment method. Kami mengusulkan sebuah metode sederhana untuk mengukur tingkat kematangan (maturity) dari proses teknologi informasi (TI) suatu organisasi yang didasarkan pada IT Governance Institute's COBIT framework (Control Objectives for Information and Related Technology). Metode ini dirancang untuk melakukan penilaian dengan cepat dari tingkat kematangan proses TI suatu organisasi dalam situasi di mana ketersediaan informasi untuk metode penilaian yang lebih menyeluruh sangat terbatas. Untuk mengetahui ketepatan metode yang diusulkan, kami mengevaluasi konsistensi antara hasil penilaian kematangan proses TI dari suatu organisasi dan kondisi yang dilaporkan oleh organisasi sebagai rintangan bagi tercapainya tujuan IT. Asumsi yang mendasarinya adalah bahwa suatu kondisi yang dirasakan oleh organisasi sebagai masalah akan mendorong organisasi untuk mengembangkan sebuah proses yang dapat secara efektif menangani kondisi tersebut. Kami menunjukkan bahwa ada konsistensi yang cukup baik untuk mendukung penggunaan metode penilaian kematangan yang diusulkan

Changes in the variability and periodicity of precipitation in Scotland

This paper analyses the temporal and spatial changes in the amount and variability of rainfall in Scotland. The sequential Mann–Kendall test reveals that total annual precipitation has increased across Scotland since the 1970s with increasing trends in variability beginning between the mid-1960s and the mid-1970s. Whilst temporally consistent increasing trends in precipitation totals prevail in the West, many weather stations in the East have experienced subsequent trend turning points in the following two decades, explaining the larger magnitude of the trends in western Scotland in recent decades. Trend analyses on six measures of rainfall variability indicate an increase in rainfall variability during the period 1961–2000, as measured by the intra-annual variance, the winter to summer precipitation ratio and the annual cumulative sum range, with decreasing trends observed in the number of dry days. Periodicities associated with the North Atlantic Oscillation and the Atlantic Multidecadal Oscillation could explain the observed temporal variability of rainfall

Product Disclosure Sheet of Islamic Bank in Malaysia: Home Financing

The diversity of financial products offered by the financial service providers along with the upwards trend of home financing in Malaysia has significant relationship with information disclosure about the products. Consistency in disclosing essential information is aimed at minimizing the mis-selling of financial products to avoid gharar (ambiguity). Therefore, the purpose of this study is to highlight the practice of disclosing information of the home financing products by five major commercial banks in Malaysia which are Maybank Islamic Berhad, CIMB Islamic Bank Berhad, Bank Islam Malaysia Berhad, Public Islamic Bank Berhad, and AmIslamic Bank Berhad. The study employs qualitative method whereby secondary data were gathered from selected Islamic Financial Institutions (IFIs) websites. It reports the evaluation of the types of information which have been disclosed in the Product Disclosure Sheet of each product and the comparison between all five banks. Data gathered were analysed using frequencies via SPSS version 20. The findings show that four out of five banks have published the Product Disclosure Sheets (PDSs) in their respective websites. The types of information disclosed by all banks slightly vary from each other. However, AmIslamic Bank Berhad appears to be a highly disclosed institution that relates to home financing facility, while Bank Islam Malaysia Berhad disclosed the least information in the PDSs. Besides, CIMB Islamic Bank Berhad is the only bank which did not make the PDSs available in their website

Curriculum Development Model for Cross-Cultural Corporate Identity Course in Graphic Design Programme

This study aims to develop a curriculum development model for cross-cultural corporate identity course for Graphic Design programme in higher education institution. The cross-cultural component in this study is based on local cultural contexts from ethnic groups in Peninsular Malaysian, Sabah and Sarawak. At present, the study on curriculum development which includes cross culture in the teaching of graphic design in the local contexts is lacking. Furthermore, there are insufficient studies done to evaluate students' cross-cultural competence in the context of formal education institution. Unfortunately, even though the practice of cross-cultural design is increasingly recognised, research on the design of the corporate identity curriculum is still lacking. Therefore, the objective of this study is to present a framework for a curriculum development model for cross-cultural corporate identity course for diploma in graphic design programme which include three key components: (1) identify the key components in curriculum model development, (2) outline and develop a curriculum model and (3) evaluate its feasibility based on cross-cultural in the process of learning creative corporate identity for the education of graphic design art. The Design and Developmental Research model is applied to develop such a model. The conceptual model proposed in this study outline three main aspects - namely (1) to put forward and establish the need to create the cross-cultural model of corporate identity of graphic design arts in the local higher learning institutions which is concurrent with the demands of current academic and creative industries, (2) design and development phase and (3) evaluation and usability phase. The development of the cross-cultural curriculum model is a guide for diploma lecturers in the education of graphic design arts to facilitate the implementations of project-based teaching and learning to be more responsive by applying local and cultural elements in the product designs. Knowing local cultures is a great way to encourage future diploma graduate graphic designers to produce more product designs with quality attributes such as being authentic, and highlighting locally-produced graphics which then have the potential to flourish globally

Optimization of microwave irradiated - coconut shell activated carbon using response surface methodology for adsorption of benzene and toluene

Effluents from various industries release volatile organic compounds (VOCs) into the environment which causes serious environmental hazards. Coconut shell-based porous carbons were synthesized using chemical activation with potassium hydroxide (KOH) for adsorption of benzene and toluene. Central composite design of the response surface methodology was used in the optimization of the preparation conditions of the porous carbons. The effects of microwave power, irradiation time, and KOH impregnation ratio (IR) on benzene and toluene removal were investigated. The optimum condition was obtained at microwave power of 500 W; irradiation time 4 min; and 1.5 KOH IR, which resulted in 84 and 85% removal of benzene and toluene, respectively, at 95% yield of activated carbon (AC) from the char. Equilibrium data were fitted to Langmuir, Freundlich, and Temkin isotherms with all the models having R2 > 0.94. The equilibrium data were best fitted by Langmuir isotherm, with maximum adsorption capacity of 212 and 238 mg/g for benzene and toluene, respectively. High surface area of 1,354 m2/g and highly microporous carbon prepared lead to the high adsorption capacities. Pseudo-second-order kinetic model best fitted the kinetic data. The ACs produced can be used to remediate water polluted by VOCs