IMPLEMENTASI LAYANAN “UOB RIGHT BY YOU” DALAM MENINGKATKAN KUALITAS PELAYANAN DENGAN MENGGUNAKAN METODE QUALITY FUNCTION DEPLOYMENT (STUDI KASUS PADA PT BANK UOB INDONESIA CAPEM SAWAH BESAR)

YUNIAR, NUR HAFSAH (2019) IMPLEMENTASI LAYANAN “UOB RIGHT BY YOU” DALAM MENINGKATKAN KUALITAS PELAYANAN DENGAN MENGGUNAKAN METODE QUALITY FUNCTION DEPLOYMENT (STUDI KASUS PADA PT BANK UOB INDONESIA CAPEM SAWAH BESAR). S1 thesis, Universitas Mercu Buana Jakarta.

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Abstract

This research is used to know the attributes of customer satisfaction with UOB Right by You service, evaluate and provide improved quality of UOB Right by You service based on consumer need and expectation.The object of this research is the active customer of PT Bank UOB Indonesia Sub Branch Sawah Besar. The data collection technique was done by questionnaires distribution to 94 respondents. The Service Quality (Servqual) method is used to measure the gap value between perceptions and customer expectations, the design of a cartesius diagram that connects the level of customer perceptions and expectations, so that service attributes of service quality that really need to improvement immediately and Quality Function Deployment (QFD) to fix improved service quality.The results of the research is indicate that the negative servqual value, this indicates that the quality of the UOB Right by you service has not provided satisfactory results. The main priority as an aid in improving transaction services at UOB, facilitating employees how to serve customers well, providing answers to questions properly and correctly, and minimize the occurrence of service procedures deviations. Keywords : UOB Right by you, Quality of service, IPA, QFD Penelitian ini digunakan untuk mengetahui atribu-atribut kepuasan nasabah terhadap layanan UOB Right by You, memlakukan evaluasi serta memberikan usulan perbaikan kualitas layanan UOB Right by You berdasarkan kebutuhan dan harapan nasabah.Objek penelitian ini adalah nasabah aktif dari PT Bank UOB Indonesia Capem Sawah Besar.Teknik pengumpulan data dilakukan dengan penyebaran kuesioner kepada 94 responden.Metode Service Quality (Servqual) digunakan untuk mengukur nilai kesenjangan antara persepsi dan harapan nasabah, perancangan diagram kartesius yang menghubungkan antara tingkat persepsi dan harapan nasabah, sehingga diperoleh atribut layanan yang benarbenar membutuhkan peningkatan kualitas layanan dengan segera dan Quality Function Deployment (QFD) untuk merancang usulan perbaikan kualitas layanan.Hasil penelitian menunjukan bahwa nilai servqual negatif, hal ini menunjukan bahwa kualitas layanan UOB Right by You belum memberikan hasil yang memuaskan. Prioritas utama sebagai usulan perbaikan kualitas layanan adalah memudahkan nasabah dalam bertransaksi di UOB, melatih karyawan bagaimana cara melayani nasabah dengan baik, mampu menjawab pertanyaan nasabah dengan baik dan benar,dan meminimalisir terjadinya penyimpangan prosedur layanan. Kata Kunci : UOB Right by You, Kualitas Layanan, IPA, QFD

Item Type: Thesis (S1)
NIM: 43115110581
Uncontrolled Keywords: UOB Right by You, Kualitas Layanan, IPA, QFD
Subjects: 000 Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 000. Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 005 Computer Programmming, Programs, Data/Pemprograman Komputer, Program, Data > 005.4 System Programming and Programs/Sistem Pemrograman dan Program > 005.43 Operating System/Sistem Operasi > 005.434 Process Management Programs/Program Manajemen Proses
000 Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 000. Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 005 Computer Programmming, Programs, Data/Pemprograman Komputer, Program, Data > 005.4 System Programming and Programs/Sistem Pemrograman dan Program > 005.43 Operating System/Sistem Operasi > 005.435 Memory Management Programs/Program Manajemen Memori
000 Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 060 General Organizations, Foundations, and Museology/Organisasi-organisasi Umum, dan Museologi > 069 Museology (Museum science)/Museologi > 069.6 Personnel Management of Museum/Manajemen Personalia Museum > 069.63 Personnel Management/Manajemen Personalia
Divisions: Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User: Virda Syifa
Date Deposited: 25 Jun 2019 07:56
Last Modified: 25 Jun 2019 07:56
URI: http://repository.mercubuana.ac.id/id/eprint/49128

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