Fajar Sukmajaya, Aga (2014) EVALUASI KINERJA PELAYANAN DENGAN METODE CUSTOMER SATISFACTION INDEXDAN SIX SIGMA (Studi Kasus di BPR NusambaBanguntapan). Other thesis, UPN ''VETERAN'' YOGYAKARTA.
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Abstract
BPR Nusamba Banguntapan merupakan perusahaan yang memberikan pelayanan jasa perbankan tentunya harus mampu memenangkan persaingan. Agar dapat memenangkan persaingan BPR Nusamba Banguntapan selalu berusaha meningkatkan kualitas pelayanannya sehingga nasabah merasa puas dengan pelayanan yang diberikan, namun masih saja ada keluhan atau komplain yang masih sering diterima pihak bank. Penelitian ini mengukur kualitas pelayanan dengan menggunakan kombinasi metode Customer Satisfaction Index - Six Sigma, dimana hasil pengukuran Customer Satisfaction Index dianalisis untuk mengetahui variabel-variabel kritis, sehingga dapat diketahui variabel yang menjadi prioritas perbaikan, kemudian dilanjutkan dengan perhitungan DPMO dan nilai sigma dari variabel kritis tersebut. Data penelitian ini adalah data primer yang diperoleh dari hasil penyebaran kuesioner. Populasi dalam penelitian ini adalah nasabah BPR Nusamba Banguntapan yang aktif bertransaksi. Pengambilan sampel dilakukan dengan menggunakan teknik accidental sampling dengan responden sebanyak 50 nasabah. Dari hasil perhitungan Customer Satisfaction Index diperoleh tingkat kepuasan nasabah rata-rata sebesar 95,10% dengan tingkat kepuasan terendah pada artibut nomor 9, maka atribut nomor 9 menjadi prioritas perbaikan. Dari atribut nomor 9 didapat nilai hitung kemungkinan keluhan per satu juta kesempatan (DPMO) sebesar 96700 dan nilai kapabilitas proses yaitu 2,8 sigma. Dari hasil perhitungan dapat disimpulkan bahwa kualitas pelayanan dari BPR Nusamba Banguntapan masih belum mampu memuaskan nasabah karena pencapaian sigma masih di bawah 6 sigma. Diharapkan BPR Nusamba Banguntapan dapat melakukan proses perbaikan dan peningkatan dari kualitas pelayanan kepada nasabah. Kata Kunci: Kualitas pelayanan, kepuasan pelanggan, Customer Satisfaction Index, Six Sigma. Bank BPR Nusamba Banguntapan as a company that provides banking services obviously must be able to win the competition. In order to win the competition Bank BPR Nusamba Banguntapan always tried to improve the quality of service so that the customers were satisfied with the service that given, but still there are frequent complaints received by the bank. This research measured the quality of service by using a combination method of Customer Satisfaction Index -- Six sigma. Where results of Customer Satisfaction Index measurements analyzed to find out the critical variables, so that it could be known the variable of improvement priority, then proceed with the calculation of the DPMO and sigma values of critical variables. The data in this research is primary data obtained from the results of the dissemination of the questionnaire. The population in this research is the customers of BPR Nusamba Banguntapan that actively transact. The sample conducted using accidental sampling techniques with respondents as many as 50 customers. The result from the calculation of Customer Satisfaction Index gained customer satisfaction rate average by 95.10%, with the lowest level of satisfaction on the attribute number 9, so attribute number 9 is a priority improvement. From the obtained value of attribute number 9 count the possibility of defects per one million opportunities (DPMO) amounted to 96700 and sigma level of 2,8. From the result of calculation it can be concluded that the quality of service of BPR Nusamba Banguntapan still not able to satisfy customers because the achievement is still under 6 sigma. Bank BPR Nusamba Banguntapan expected to perform the repair process and improve the quality of service to customers. Keywords: Qualit of Service, Customer Satisfaction, Customer Satisfaction index , Six Sigma.
| Item Type: | Thesis (Other) |
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| Subjects: | T Technology > TS Manufactures |
| Divisions: | Faculty of Engineering, Science and Mathematics > School of Engineering Sciences |
| Depositing User: | Erny Azyanti |
| Date Deposited: | 30 Aug 2016 08:36 |
| Last Modified: | 30 Aug 2016 08:36 |
| URI: | http://eprints.upnyk.ac.id/id/eprint/5893 |
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