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Kota surabaya,
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INDONESIA
Journal of Business and Banking
ISSN : 23033460     EISSN : -     DOI : -
Core Subject : Economy,
Arjuna Subject : -
Articles 222 Documents
PENGARUH GOOD CORPORATE GOVERNANCE (GCG) TERHADAP PROFITABILITAS DAN KINERJA SAHAM PERUSAHAAN PERBANKAN YANG TERCATAT DI BURSA EFEK INDONESIA Tjondro, David; Wilopo, Romanus
Journal of Business and Banking Vol 1, No 1 (2011): Mei 2011
Publisher : Journal of Business and Banking

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Abstract

GCG is interesting topic to be scrutinized. In this case, corporate governance system canprovide effective protection for stockholder and stakeholders, thus they can have confidencein return of investment. This study tries to analyze the impact of GCG toward profitabilityratios and bank stock performance. Samples of this study are banking companies listed inIndonesia Stock Exchange. Purposive sampling was used as sampling technique. Twenty sixcompanies were obtained by using several criterions as listed in IDX during 2008, no corporateaction which can change theoretical price in 2008 and complete data was available.GCG, ROA, ROE, NIM, stock return and PER was variable which studied in this research.Regression technique used to analyze the data. The research result shows that GCG havesignificant positive impact on ROA, ROE, NIM and PER. GCG doesn’t have significant impacttoward stock return. It can be implied that investor access toward GCG implementationinformation in listed banking company must be widened and the capital market authoritiesshall conduct a regulation that forces public company to disclose GCG implementation
FAKTOR KUALITAS LAYANAN SERTA PENGARUHNYA TERHADAP KEPUASAN DAN LOYALITAS NASABAH PERBANKAN DI AMBON Likumahua, Debby
Journal of Business and Banking Vol 1, No 1 (2011): Mei 2011
Publisher : Journal of Business and Banking

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The purpose of this study is to assess the factors considered by the customers in perceivingthe quality of bank services in Ambon as well as examine the influence of service quality oncustomer satisfaction and loyalty as well as to test the effect of bank customers’ satisfactionin Ambon. Analysis tool used is the first factor analysis. This is for assessing the quality factorsof bank services. The second is the linear regression used to test whether the effect onservice quality and satisfaction whether satisfaction influences customer loyalty in Ambon.This research was carried out in Ambon in five major banks namely Bank Mandiri, BankRakyat Indonesia, Bank Negara Indonesia, Bank Central Asia and Bank CIMB Niaga. Thesample used in this research consists of 147 respondents. The result shows that there are fourfactors considered by the customers in Ambon in perceiving the quality of service. These factorsare the reliability, assurance, tangibles, and empathy. Furthermore, simultaneous servicequality influence customer satisfaction in Ambon and customer satisfaction is partially abanking customer loyalty in Ambon
FAKTOR-FAKTOR PENENTU KUALITAS JASA PERBANKAN (KAJIAN DARI PERSPEKTIF GENDER DAN POSISI PEKERJAAN PADA KARYAWAN BANK SURABAYA) Francisca Toar, Magdalena; Suryani, Tatik
Journal of Business and Banking Vol 1, No 1 (2011): Mei 2011
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Banks need to review what kind of service quality is expected by the customers. Before determinethe service quality strategy, it is necessary to synchronize the bank perception whichis represented by the perception of frontline and back-office employees, and customers’ toavoid gaps. The objectives of this study are such as (1) to examine the factors that determinethe service quality from perspective bank employee based on their position in frontline andback-office, and (2) to verify the perceptions differences on service quality based on gender.By judgmental and purposive sampling, this research gained 100 employees of banks in Surabayacity. Data were collected by questionnaire method. By using factor analysis and independentsample test, this research found that there are seven determinants of banking servicequality that are perceived by the employees and no differences in the perceptions of thedeterminants of service quality between frontline and back-office employees, neither on genderbased
PENGARUH KUALITAS JASA PERBANKAN TERHADAP LOYALITAS NASABAH DI BANK RAKYAT INDONESIA SURABAYA Anshori, Yusak
Journal of Business and Banking Vol 1, No 1 (2011): Mei 2011
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It is advisable that the banks should try hard to maximize their services for their customers.By doing so, it can also improve their customers loyalty. The purpose of this study is toanalyze whether the quality of services consist of tangibles, reliability, responsiveness,assurance and empathy has significant effect on customer loyalty. The data were collected bymeans of survey method by distributing the questionnaires to Britama savings customers inSurabaya. From the total of 366 questionnaires which were spread out, only 218 that couldbe used. The tool of study analysis was using multiple linear regression, overall responsesprovided by customers of BRI conferred a positive assessment regarding the quality ofservices available. The results of this research showed that the direct evidence, reliability,assurance and empathy have a significant influence on the customer loyalty at Bank RakyatIndonesia (BRI) Surabaya. It also can be used to improve the quality of services by makingthe right marketing strategy in order to maintain customer loyalty
PENGARUH KEPERCAYAAN, KOMITMEN, KOMUNIKASI, PENANGANAN MASALAH DAN KEPUASAN NASABAH TERHADAP LOYALITAS NASABAH BANK MUAMALAT DI SURABAYA Ningtyas, Fitri; Rachmad, Basuki
Journal of Business and Banking Vol 1, No 1 (2011): Mei 2011
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Customer loyalty is one of the factors influencing the level of sales in a company. Every companyis trying hard to compete so that they can perform various strategies. By doing so, theyare supposed to create their customer loyalty well for each of the goods or services offered.Beside, within this effort, the banks are also doing a lot of strategies to increase their customers’loyalty. There are many factors that can affect the loyalty of a customer such as trust,commitment, communication, conflict handling, and customer’s loyalty. The purpose of thisresearch is to examine the effect of trust, commitment, communication, conflict handling andcustomer’s satisfaction towards the customer’s loyalty. This research was conducted in Surabayaexactly on Muamalat Bank. This research uses non probability sampling sample andJudgment sampling to gain 120 bank customers as the respondent. This is conducted bymeans of multiple regressions to analyze the data with SPSS 16.0 for windows. The resultshows that Trust has an effect on Customer Loyalty. Commitment has not any significant effecton Customer Loyalty. Furthermore, communication has not significant effect on CustomerLoyalty, Conflict Handling has not affect on Customer Loyalty, but Customer Satisfactionhas significant effect on Customer Loyalty
PENGARUH KUALITAS LAYANAN INTERNET TERHADAP TINGKAT KEPUASAN NASABAH PERBANKAN DI DENPASAR R. Paju, Alfonssius
Journal of Business and Banking Vol 1, No 1 (2011): Mei 2011
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It is imperative to see whether the banks provide their customers satisfaction or not. This is acrucial thing for the banks. Therefore, it is also important to see what factors are consideredsignificant in terms of influencing the customer’s satisfaction. The purpose of this research isto explained influence of service quality towards customer satisfaction in internet bankingusers in Denpasar. There are six variables used to describe internet banking service such asquality, reliability, security, efficiency, responsiveness, access, and easiness to use. Theprocess of data collections by means of convenience sampling method by randomly taking allcustomers that have used internet banking in Denpasar. These customers are totaled 200internet banking users. The method analysis used in this research is linear regressionanalysis using the program SPSS 12.0. The results show that only reliability, efficiency, andeasiness to use have significant influence toward customer satisfaction of internet bankingusers in Denpasar. The management implication and suggestions for the banks as internetbanking service providers were also discussed at the end of this research
FAKTOR-FAKTOR PENENTU KUALITAS JASA PERBANKAN DI SURABAYA (STUDI KOMPARASI PERSEPSI NASABAH DAN KARYAWAN) Bagus Permana, Dhyka
Journal of Business and Banking Vol 1, No 1 (2011): Mei 2011
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The service quality is measured to evaluate the performance of bank services. In addition,SERVQUAL model is based on multi-item scale designed to measure the customer’s expectationsand perceptions. It also includes the gap that occurs, that is the gap between customer’sexpectation and the management’s perception. These perceptions are also determined by thegender. This research aims to examine the factors which determine the quality of bankingservices for its customers and employees in Surabaya and examine different perceptions betweencustomers and bank employees. The sample consists of customers (adults and students)and bank employees in Surabaya. The data were collected by questionnaire, 80 questionnairesfrom general customers, 100 from students and 100 from bank employees have beencollected. It was found there are seven factors as the determinants of the quality of bankingservice perceived by customers and employees. From seven factors, there are differences inperceptions of service quality determinants between customers and employees. Based on customerperception, the speed and certainty of service time are the most important factor, whilebased on employees perception, courtesy and the employee’s competence are the most determinefactor
INEFISIENSI BIAYA PRODUKSI DITINJAU DARI KUALITAS BAHAN BAKU DAN KUANTITAS PRODUK CACAT PADA PT. PANCARAN SEMANGAT JAYA DI SURABAYA Widajati, Dwi
Journal of Business and Banking Vol 2, No 1 (2012): Mei 2012
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PT. Pancaran Semangat Jaya, a manufacturing company, produces magazines named Panjebar Semangat (Java magazine, there are product defects at a maximum of 36, 177 in 2003 and lowest 31, 229 in 2005). Product defects are often caused by raw material quality that is not good. To avoid any mistakes, the company had to choose a good raw material prior to  rocessing. The purpose of this research was to test and prove empirically the influence of raw material quality towards the quantity of product defect to production cos inefficiency. In this study, the analysis was done by collecting the data exploits quantity of raw material quality, the quantity of product defects and production costs. Simple regression analysis and multiple linear regressions were used to determine the effect of raw material quality and quantity of product defect to production cost inefficiency. The result showed that when the variable raw material quality was removed, the variable quantity of product defect would not influence the production cost inefficiencies. When the variable quantity of product defect was removed, the raw material quality would not either influence the production cost inefficiencies. Also the test results showed that the raw material quality and the quantity of product defect had no influence towards production cost inefficiencies.
HARAPAN TERHADAP KEPUASAN DAN DAMPAKNYA PADA KELUHAN DAN LOYALITAS PELANGGAN (STUDI DI KFC AHMAD YANI) Murdoyo Rahadiarto, Diky
Journal of Business and Banking Vol 2, No 1 (2012): Mei 2012
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Kentucky Fried Chicken (KFC) is one of the successful companies in Indonesia. It can be proved by the data in top brand index from marketing magazine that put KFC in the first position. KFC succeeded in becoming the first position due to its ability to make customers more loyal forever. Some of the factors that make KFC selected by the subscribers, among others, is that KFC managed to be complied with the customer’s expectation. This is the factor to make its customers satisfied. It has been noted in the research that customer loyalty is the product ultimate purpose or service provider. The purpose of this research was to find out the influence of the customer expectation, customer satisfaction towards the customer complaints, and customer loyalty. The design of this study is by means of convenience sampling. The data were collected using questionnaire. The method analysis used in this research is Maximum Likely hood test using the program AMOS version 18.0. The results showed that the two hypotheses were accepted. Firstly, the customer expectation has a significant impact on the customer satisfaction and the second is that the customer satisfaction has a significant influence on customer loyalty.
KEPERCAYAAN MEREK, KUALITAS LAYANAN DAN PENGARUHNYA TERHADAP LOYALITAS NASABAH BANK CIMB NIAGA DI SURABAYA Afif, Mochamad
Journal of Business and Banking Vol 2, No 1 (2012): Mei 2012
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Abstract

Customer loyalty is one of the factors that influence the level of sales company. It has been the fact that every company tend to compete in order that they can perform a variety of strategies to establish a customer loyalty. In the banking sectors, the banks are also doing a lot of strategies to increase customer loyalty. In this research, there are two factors that can affect customer loyalty, brand trust and quality of services. The purpose of this study is to examine the effect of brand trust and quality services to customer loyalty. This research was conducted in Surabaya where the customers of Bank CIMB Niaga were used as the place for the research. The datawere collected from the respondents in this bank. It attained 110 respondents and these customers. The data were analyzed by using multiple regressions with SPSS 16.0 for windows. The results showed that brand trust and service quality significantly influence the customer loyalty Bank CIMB Niaga in Surabaya Some suggestions were also asserted in connection with these results both for the researchers and the instrument.

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