PERENCANAAN MUTU PELAYANAN NASABAH DALAM JASA BANK DENGAN MENGGUNAKAN METODE QUALITY FUNCTION DEPLOYMENT

KADARUSMAN, KHRISNA ARRADHIA (2019) PERENCANAAN MUTU PELAYANAN NASABAH DALAM JASA BANK DENGAN MENGGUNAKAN METODE QUALITY FUNCTION DEPLOYMENT. S1 thesis, Universitas Mercu Buana Jakarta.

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Abstract

Customer satisfaction is important for banking companies, because customer satisfaction reflects the company's ability to meet customer expectations. The purpose of the study is to determine the factors that are the main priority of the customer for service quality and to determine the factors that need to be improved in meeting customer satisfaction with the Servqual and Quality Function Deployment methods. At PT. Bank Negara Indonesia (Persero) Tbk. Wisma46 Kota BNI Branch Office is ranked lowest for customer satisfaction at Central Jakarta Branch Office management by 66% in 2018, the implementation of the Servqual & QFD method in this study can provide various information about the needs and desires of customers. The results obtained are known that the factors that are the top priority of customers for service quality are customer attributes to get information again when the service is completed through the web / customer service services & customers service giving attention to the customers and the results of quality function deployment that explain 12 attributes improved quality of service. Keywords : Customer Satisfaction, Servqual Method, Quality Function Deployment Method Kepuasan nasabah merupakan hal yang penting bagi perusahaan perbankan, karena kepuasan nasabah menggambarkan kemampuan perusahaan dalam memenuhi harapan nasabah. Tujuan penelitian adalah untuk menentukan faktor yang menjadi prioritas utama nasabah terhadap kualitas pelayanan dan untuk menentukan faktor yang perlu diperbaiki dalam memenuhi kepuasan nasabah dengan metode Servqual dan Quality Function Deployment. Pada PT. Bank Negara Indonesia (Persero) Tbk. Kantor Cabang Pembantu Wisma46 Kota BNI menduduki peringkat terbawah untuk kepuasan nasabah di kelolaan KC Jakarta Pusat sebesar 66 % pada tahun 2018, penerapan metode Servqual & QFD pada penelitian ini dapat memberikan berbagai informasi mengenai kebutuhan dan keinginan nasabah. Hasil yang didapat diketahui bahwa faktor yang menjadi prioritas utama nasabah terhadap kualitas pelayanan adalah atribut Nasabah mendapatkan informasi kembali ketika layanan selesei melalui web/layanan customers service & customers service memberikan perhatian kepada nasabah serta hasil dari quality fuction deployment yang menjelaskan bahwa terdapat 12 atribut yang harus ditingkat kembali kualitas pelayanannya. Kata Kunci : Kepuasan Nasabah, Metode Servqual, Metode Quality Function Deployment

Item Type: Thesis (S1)
NIM: 41614120096
Uncontrolled Keywords: Kepuasan Nasabah, Metode Servqual, Metode Quality Function Deployment
Subjects: 300 Social Science/Ilmu-ilmu Sosial > 320 Political dan Government Science/Ilmu Politik dan Ilmu Pemerintahan > 322 Relation of The State of Organized Groups/Hubungan Negara dengan Kelompok Sosial yang Terorganisir > 322.3 Business and Industry/Bisnis dan Industri
600 Technology/Teknologi > 660 Chemical Engineering and Related Technologies/Teknologi Kimia dan Ilmu yang Berkaitan > 660.1-660.9 Standard Subdivisions of Chemical Engineering and Related Technologies/Subdivisi Standar Dari Teknologi Kimia dan Ilmu yang Berkaitan > 660.7 Industrial Stoichiometry/Stoikiometri Industri
700 Arts/Seni, Seni Rupa, Kesenian > 740 Drawing and Decorative Art/Menggambar dan Seni Dekorasi > 745 Decorative Arts/Seni Dekorasi > 745.2 Industrial Design/Desain Industri
Divisions: Fakultas Teknik > Teknik Industri
Depositing User: Virda Syifa
Date Deposited: 23 Oct 2019 09:48
Last Modified: 23 Oct 2019 09:48
URI: http://repository.mercubuana.ac.id/id/eprint/50156

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