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) |
|---|---|
| Subjects: | T Technology > TS Manufactures |
| Divisions: | 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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