jati handayani, jati
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ANALISIS PENGARUH DIMENSI KUALITAS LAYANAN CUSTOMER SERVICE TERHADAP KEPUASAN NASABAH TABUNGAN PRESMA PADA PD BANK PERKREDITAN RAKYAT BLORA (Studi Kasus Pada PD Bank Perkreditan Rakyat Blora) Hidayanti, Ahlul Trina; Handayani, Jati
KEUNIS Vol 7, No 2 (2019): JULI 2019
Publisher : Program Studi Keuangan dan Perbankan, Jurusan Akuntansi, Politeknik Negeri Semarang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32497/keunis.v7i2.1584

Abstract

This study aims to determine the quality factors of Customer Service consists of tangible, reliability, responsiveness, assurance, and empathy toward customer satisfaction PD Bank Perkreditan Rakyat Blora The population are all customers from Tabungan Prema, they are 100 respondent. Testing method of data that used in this study was to test the validity, reliability test, normality test, multicoloniarity test, heteroskesdastisitas test, test analysis linear multiple, F test, t test, and the coefficient of determination (R2 ). wich shows the can used to measure customer satisfaction. multiple linear regression methot yields customer satisfaction equation = 0,246 + 0,295 tangible + 0,318 reliability + 0,208 responsiveness + 2,16 assurance + 0,330 empathy + e. In F test, it is found that dimention of Customer Service there are tangible, reliability, responsiveness, assurance and empathy secara simultaneously have significant effect. The result of t test is influence tangible, reliability, responsiveness, assurance and empathy have significant influence to customer satisfaction Tabungan Presma users of customer service at PD Bank Perkreditan Rakyat Blora
ANALISIS PENGARUH KUALITAS PELAYANAN, KUALITAS PRODUK, KEPERCAYAAN, DAN NILAI NASABAH TERHADAP CUSTOMER RETENTION DENGAN KEPUASAN NASABAH SEBAGAI VARIABEL INTERVENING PADA PT BANK BRISYARIAH KANTOR CABANG PEMBANTU UNGARAN Fatmawati, Ratih; handayani, jati
Jurnal Sains Ekonomi dan Perbankan Syariah Vol 5, No 1 (2015): Juli 2015
Publisher : Jurnal Sains Ekonomi dan Perbankan Syariah

Show Abstract | Download Original | Original Source | Check in Google Scholar

Abstract

AbstractThe research’s aim to analyze the influence significant variable of service quality, service product, trust, and customer value toward customer retention with customer satisfaction as intervening in the PT Bank BRISharia Ungaran Branch Office.The population in this research were all of saving customers in the PT Bank BRISharia Ungaran Branch Office. The sampling technique were used judgmental sampling method. The samples in this research were 145 saving customers PT Bank BRISharia Ungaran Branch Office. Model of analysis in this research using Structural Equation Model (SEM). While the analysis techniques in this study using t test with computer program AMOS 22.0.The result in this research showed that service quality influences positive and significant toward customer satisfaction, product quality influences positive and significant toward customer satisfaction, trust influences positive and significant toward customer satisfaction, customer value influences negative and not significant  toward customer satisfaction, and customer satisfaction influences positive and significant toward customer retention.Keywords:Service Quality, Product Quality, Trust, Customer Value, Customer Satisfaction, and Customer Retention.
PENGARUH DAYA TARIK PROMOSI, KEMUDAHAN PENGGUNAAN, DAN KEAMANAN TERHADAP MINAT PENGGUNAAN E-MONEY PADA MAHASISWA POLITEKNIK NEGERI SEMARANG Putri, Cynthia Syerin Perdana; Handayani, Jati; Agustinus, Tribekti Maryanto
KEUNIS Vol 9, No 2 (2021): JULI 2021
Publisher : Program Studi Keuangan dan Perbankan, Jurusan Akuntansi, Politeknik Negeri Semarang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32497/keunis.v9i2.2856

Abstract

The purpose of this study is to analyze the effect of promotional attractiveness, user-friendliness, and security on the interest in using e-money either simultaneously or partially in Semarang State Polytechnic students. The population of this study were all Semarang State Polytechnic students. The sample selection method used convenience sampling with 100 respondents in this study. The data were analyzed using multiple linear regression with the help of SPSS 25. The results of this study indicate that simultaneously or partially promotional attractiveness, ease of use, and security have a significant effect on interest in using electronic money among Semarang State Polytechnic students. It shows that promotions are carried out to attract students, ease of use and security attract users to switch to e-money especially in the digital era
PENGARUH KUALITAS LAYANAN, KUALITAS PRODUK, DAN HARGA TERHADAP KEPUASAN NASABAH KREDIT SERBA BISA PADA PD. BPR BKK KOTA SEMARANG PERIODE JUNI 2019 Ardani, Ika Puspita; Handayani, Jati
KEUNIS Vol 8, No 1 (2020): JANUARI 2020
Publisher : Program Studi Keuangan dan Perbankan, Jurusan Akuntansi, Politeknik Negeri Semarang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32497/keunis.v8i1.2131

Abstract

This purpose of this research is to analyze the effect of service quality, product quality, and price on customer satisfaction of Credit Serba Bisa at PD. BPR BKK Kota Semarang Period June 2019. This research is a causal applied quantitative research. The types of data used in this study are primary and secondary. Methods of data collection using questionnaires, interviews, and observation. The sampling technique used was purposive sampling technique with a sample of 100 respondents. Data testing methods used in this study are validity test, reliability test, normality test, multicollinearity test, heteroscedasticity test, autocorrelation test, multiple linear regression test, F test, t test, test the coefficient of determination R2 which shows can be used to measure customer satisfaction. The analytical method used in this study is multiple linear regression using SPSS 25. The results of the F test show that the quality of service, product quality, and price simultaneously have a significant effect on customer satisfaction on Credit Serba Bisa in PD. BPR BKK Kota Semarang. Furthermore, the t test results showed that service quality, product quality, and price partially had a significant effect on customer satisfaction of Credit Serba Bisa at PD. BPR BKK Kota Semarang.
ANALISIS PENGARUH DIMENSI PELAYANAN PRIMA TERHADAP KEPUASAN NASABAH TABUNGAN BRI KANTOR CABANG KENDAL Syara, Ayu Rosefiani; Handayani, Jati
KEUNIS Vol 8, No 2 (2020): JULI 2020
Publisher : Program Studi Keuangan dan Perbankan, Jurusan Akuntansi, Politeknik Negeri Semarang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32497/keunis.v8i2.2113

Abstract

This study aims to determine the dimensions of service excellence consists of ability, attitude, appearance, attention, action, and accountability toward Customer Satisfaction Savings at PT Bank Rakyat Indonesia (Persero) Tbk. Branch Office Kendal.Testing method of data that used in this study was to test the validity, reliability test, normality test, multicoloniarity, test heteroskedastisitas, autocorrelation test, test analysis linear multiple, F test, t test, and test the coefficient of determination (R2) which shows the can used to measure customer satisfaction savings.Multiple linear regression method yields customer satisfaction equation = -0,937 + 0,346Ability + 0.226Attitude + 0.179Appearance + 0.207Attention + 0,381Action + 0,294Accountability + e. In F test, it is found that the dimensions of service excellence Ability, Attitude, Appearance, Attention, Action, and Accountability simultaneously have significant influence to Customer Satisfaction Savings at PT Bank Rakyat Indonesia (Persero) Tbk. Branch Office Kendal. The result of t test is influence Ability, Attitude, Appearance, Attention Action, and Accountability have significant influence to Customer Satisfaction Savings at PT Bank Rakyat Indonesia (Persero) Tbk. Branch Office Kendal.
Analisis Pengaruh Perilaku Konsumtif, Motivasi, Kelompok Referensi dan Kualitas Layanan Terhadap Keputusan Menabung Rahayu, Melina Agustina; Widowati, Mustika; Handayani, Jati
Al Maal: Journal of Islamic Economics and Banking Vol 2, No 2 (2021)
Publisher : Prodi Perbankan Syariah FAI UMT

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31000/almaal.v2i2.3201

Abstract

This study analyze and obtain empirical evidence about the effect of Consumptive Behavior, Motivation, Reference Group and Service Quality on the Decisions of Saving at PT Bank Tabungan Negara (BTN) Branch Office Sharia Semarang either simultaneously or partially. The population of this research is the customers of PT Bank Tabungan Negara (BTN) Branch Office Sharia Semarang. Sample technique used is purposive sampling and accidental sampling technique, there are 135 respondents who meet the criteria. The analysis model used in this study is a multiple linier regression analysis model. The analysis technique uses F test, Determination Coefficient Test (R2), and t test which is processed using SPSS 16 program. The results of proving the hypothesis and discussion in this study indicate that (1) Consumptive Behavior, Motivation, Reference Group and Service Quality simultaneously have a significant impact on saving decisions (2) Consumptive Behavior partially has no significant effect on saving decisions. (3) Motivation partially has a significant effect on saving decisions. (4) The reference group partially does not significantly influence on saving  decisions. (5) Service quality partially has significant effect on savinng decisions.