Kevin Ramadhan Eldi

This research has been done to investigate the effect of different levels of factors of customer's tendency toward using mobile-bank services according to technology acceptance model of Davis in Banking Industry. The research population was the customers and the users of mobile-bank services of National (Melli) Bank in Iran. We used questionnaire to gathering data. The inferential statistics was used for analyzing data. We used ANOVA, Duncan test and Friedman test to test the hypotheses. Findings show that effective factors on behavioral tendency in using mobile bank services between Ardabil national bank customers respectively are having profit , security and understanding fluency.

The aim of the research is to analyze how the service quality can affect customer's satisfaction in shaping costumer's loyalty. The research is quantitative and uses non-probability purposive sampling technique. The instrument of the research uses questionnaires which were analyzed with Structural Equation Modeling. The result of the research shows that the five dimensions, i.e. physical evidence, empathy, reliability, quickness, and guaranty positively affect the service quality. The other results show that customer's satisfaction is a preceding factor of customer's loyalty. The direct effect of service quality on customer's loyalty does not sustain the research, since the researcher did not find any significant direct relation between service quality and customer's loyalty.

The proper management of cash transactions has proven to be a major component of county government administrative fiscal policy. Both collection and disbursement alternatives continue to be analyzed in order maximize cash flow for both the elimination of outstanding payables as well as additional investment opportunities. This study examines cash disbursement and collection practices of county governments in North and South Carolina. Initial findings indicate that professionally administered county governments do maximize efficiency through the use of multiple bank service alternatives. Additionally, the amount of time the service saved, the official responsible for service decisions, bank asset size, and the amount of cash needed on hand prior to disbursement all have significance in determining the type of services used for collections and disbursements

Purpose – The aim of this paper is to compare perceptions of bank service quality among Tunisian and Canadian customers, and to determine which dimensions of service quality make the greatest contribution to overall customer satisfaction and loyalty. Design/methodology/approach – Data were collected using self-administered questionnaires from two convenience samples of bank customers (250 in Canada and 222 in Tunisia). Service quality was measured using the five SERVQUAL dimensions of tangibles, reliability, responsiveness, assurance, and empathy. Data were analyzed using confirmatory factor analysis, ANOVA and linear regression. Findings – Respondents in both countries reported high levels of perceived service quality in banks. However, Canadians reported higher perceived service quality than Tunisians for all five SERVQUAL dimensions, and for 21 of the 22 individual items. In the Canadian sample, empathy and reliability were found to be the most important predictors of satisfaction and loyalty, while in the Tunisian sample, reliability and responsiveness were the most important predictors of satisfaction and loyalty. Practical implications – Canadian bank managers should recognize the importance of " empathy " in service delivery by implementing appropriate customer-oriented strategies. Tunisian bank managers should focus on performing promised services dependably and accurately. Originality/value – Despite the large number of studies on individual countries, few studies compare bank service quality among different countries. The present study compares perceptions of bank service quality between consumers in two countries – Canada and Tunisia – that have different economic and cultural environments.

Perkembangan industri perbankan dan jasa keuangan telah mengalami kemajuan yang pesat beberapa tahun terakhir ini sebagai akibat dari kemajuan teknologi dan kebijaksanaan deregulasi. Adanya deregulasi finansial mengakibatkan fenomena baru yang mengakibatkan iklim persaingan semakin hangat, termasuk didalamnya adalah persaingan dalam perbankan syariah. Hal ini karena persaingan dalam dunia perbankan dipicu oleh pertumbuhan setiap bank. Sedangkan pertumbuhan setiap bank sangat dipengaruhi oleh perkembangan kemampuannya menghimpun dana masyarakat, baik berskala kecil maupun besar. Sebagai lembaga keuangan, maka dana merupakan masalah bank yang paling utama. Tanpa dana yang cukup, bank tidak dapat berbuat apa-apa, atau dengan kata lain bank tidak berfungsi sama sekali. Berdasarkan data empiris selama ini, dana yang berasal dari pemilik bank itu sendiri, ditambah cadangan modal yang berasal dari akumulasi keuntungan yang ditanam kembali pada bank, hanya sebesar 7 sampai 8 % dari total aktiva bank. Bahkan di Indonesia rata-rata jumlah modal dan cadangan yang dimiliki oleh bank-bank belum pernah melebihi 4 % dari total aktiva. Ini berarti bahwa sebagian besar modal kerja bank berasal dari masyarakat, lembaga keuangan lain dan pinjaman likuiditas dari Bank Sentral. Menurut data Biro Riset Info-Bank (birI), per Juni 2004, 20 bank besar di Indonesia sanggup menguasai pangsa dana 82,84% dari total dana pihak ketiga (DPK) yaitu Rp917,001 triliun, yang terdiri atas giro, tabungan, deposito dan 115 bank sisanya mengerubuti pangsa pasar kurang dari 19%. Oleh karena itu tidaklah heran jika bank-bank terlibat persaingan untuk merebut dana masyarakat dengan segala cara, seperti promosi yang gencar, gebyar undian, maupun suku bunga yang tinggi. Sedangkan kegiatan penghimpunan dana perbankan syariah sendiri juga mengalami peningkatan yang cukup pesat selama periode 2003. Sampai dengan akhir periode 2003, dana pihak ketiga perbankan syariah meningkat 76,9 % dibandingkan tahun sebelumnya. Peningkatan DPK tersebut terjadi pada semua komponen, yaitu giro sebesar 52,3 %, tabungan 75,8%, dan deposito 82,5%. Pesatnya pertumbuhan DPK beberapa tahun terakhir memberikan indikasi adanya respon positif dari masyarakat terhadap perbankan syariah ABSTRACT The aim of this research is to analyze the Islamic banking customer preferences in Malang City. Using logistic estimation, this research found that customer decision to choose Islamic banking are influenced by variable of Islamic banking characteristic, services and trust variable, knowledge variable, and physical of bank variable. In addition, according to logistic regression coefficient, services and trust variable have the largest beta coefficient which indicated that variable had dominance variable in influencing customer preferences to save their money in Islamic banking

Abstrak: Peneliti sangat tertarik dengan adanya perbedaan pendapat diantara para ahli tentang pengaruh kinerja jasa/layanan (service performance) dan kepuasan dalam pembentukan loyalitas nasabah, sehingga penelitian ini mempunyai tujuan yaitu: menguji pengaruh langsung service performance terhadap loyalitas nasabah, dan menguji pengaruh interaksi service performance dan kepuasan nasabah terhadap loyalitas nasabah dengan kepuasan sebagai variabel moderator antara service performance dan loyalitas nasabah. Penelitian ini menggunakan alat analisis Moderator Regression Analysis. Dilakukan di Surabaya dengan obyek penelitian tiga Bank Mandiri cabang Surabaya. Data yang terkumpul 275 dari 300 kuesioner yang disebarkan. Hasil penelitian menunjukkan bahwa interaksi antara service performance dan kepuasan nasabah sebagai variabel moderator dapat lebih menjelaskan variasi loyalitas nasabah daripada masing-masing variabel. Kata kunci: service performance, kepuasan nasabah, loyalitas nasabah. Abstract: The researcher is highly interested in many different opinions among same experts about the influence of service performance and customer satisfaction in establishing customer loyalty. Thus, the aims of the research is to test the influence of service performance in establishing customer loyalty, and to test the influence of interaction of service performance and customer satisfaction in establishing the customer loyalty with customer satisfaction as a moderating variable between service performance and customer loyalty. This research use Moderator Regression Analysis (MRA) technique. This research was conducted in Surabaya with research objects of three service industrie. They are Mandiri Banking in Surabaya. The data of this research from the 300 questionaires distributed, 275 were returned. The result of the research indicates that the interaction between service performance and customer satisfaction being participated in the model of moderator regression equality so the result will explain more of the variance in customer loyalty than the direct influences of either service performance or customer satisfaction.