ARDIANSYAH, PANJI (2013) ANALISIS KEPUASAN NASABAH TERHADAP KUALITAS PELAYANAN JASA PERBANKAN DENGAN MENGGUNAKAN METODE IMPORTANCE PERFORMANCE ANALYSIS DAN POTENTIAL GAIN IN CUSTOMER VALUE (Studi kasus di PT. Bank Mandiri KCP Yogyakarta UNY). Other thesis, UPN "VETERAN" YOGYAKARTA.
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Abstract
Bank Mandiri KCP Yogyakarta UNY is one of the financial services
company providing banking services savings and loan on the quality of service to
customers large enough.
The purpose of this study is to investigate and determine the causes of
dissatisfaction on the quality of banking services that have been perceived
customer of Bank Mandiri KCP Yogyakarta UNY on service quality of Bank
Mandiri KCP Yogyakarta UNY.
This study uses Importance Performance Analysis (IPA) and Potential
Gain in Customer Value (PGCV).
Based methods IPA and PGCV it is known that there are several factors
that need to be upgraded again queuing system performance is the speed / time of
the transaction, the availability of time and the availability of employees in
hearing customer complaints, proactive in catering, raffle prizes, interest,
administrative costs of products and services low, knowledge and mastery of the
employee assignment, accuracy emplo yees in serving customers, employees in
serving customers the speed, ease of customers to report complaints.
Suggestions and recommendations drawn from the results of this research
is to try to use other methods, including more respondents, and more focus on the
parts that just are much more focused on issues such as customer part Teller or
Customer Service.
Keywords: Customer Satisfaction, Service Quality, and IPA method PGCV,
Banking, Customer Service
Bank Mandiri KCP Yogyakarta UNY merupakan salah satu perusahaan
jasa perbankan finansial yang menyediakan jasa layanan tabungan serta pinjaman
yang mengutamakan kualitas pelayanan kepada nasabahnya yang cukup besar.
Tujuan penelitian ini adalah untuk meneliti dan mengetahui faktor
penyebab adanya ketidakpuasan terhadap kualitas pelayanan jasa perbankan yang
selama ini dirasakan nasabah Bank Mandiri KCP Yogyakarta UNY terhadap
kualitas pelayanan Bank Mandiri KCP Yogyakarta UNY.
Penelitian ini menggunakan metode Importance Performance analysis
(IPA) dan Potential Gain In Customer Value (PGCV)..
Berdasarkan metode IPA dan PGCV dapat diketahui bahwa masih terdapat
beberapa faktor yang perlu ditingkatkan lagi kinerjanya yaitu kecepatan sistem
antrian/waktu transaksi, ketersediaan waktu dan ketersediaan karyawan dalam
mendengar keluhan nasabah, proaktif dalam melayani, hadiah undian, suku
bunga, biaya administrasi produk dan jasa yang rendah, pengetahuan dan
penguasaan tugas dari karyawan, ketepatan karyawan dalam melayani nasabah,
kecepatan karyawan dalam melayani nasabah, kemudahan nasabah untuk
melaporkan pengaduan.
Saran dan rekomendasi yang diambil dari hasil penelitian ini yaitu
mencoba menggunakan metode-metode lain, melibatkan lebih banyak responden,
dan lebih fokus pada bagian-bagian yang hanya terdapat banyak masalah seperti
lebih fokus pada nasabah bagian Teller ataupun Customer Service.
Kata Kunci : Kepuasan Nasabah, Kualitas Pelayanan, Metode IPA dan PGCV,
Perbankan, Customer Service.
| Item Type: | Thesis (Other) |
|---|---|
| Subjek: | T Technology > TS Manufactures |
| Divisions: | x. Faculty of Engineering, Science and Mathematics > School of Chemistry |
| Depositing User: | Darsini Darsini |
| Date Deposited: | 24 Nov 2016 07:12 |
| Last Modified: | 24 Nov 2016 07:12 |
| URI: | http://eprints.upnyk.ac.id/id/eprint/9356 |
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