ANALISIS KEPUASAN NASABAH TERHADAP PELAYANAN PT BANK CENTRAL ASIA KCP ALFA TOWER DENGAN MENGGUNAKAN METODE SERVICE QUALITY (SERVQUAL), IMPORTANCE PERFORMANCE ANALYSIS (IPA) DAN HOUSE OF QUALITY (HOQ)

UTOMO, MUHAMMAD FAWWAZ PUTRA (2020) ANALISIS KEPUASAN NASABAH TERHADAP PELAYANAN PT BANK CENTRAL ASIA KCP ALFA TOWER DENGAN MENGGUNAKAN METODE SERVICE QUALITY (SERVQUAL), IMPORTANCE PERFORMANCE ANALYSIS (IPA) DAN HOUSE OF QUALITY (HOQ). S1 thesis, Universitas Mercu Buana Jakarta.

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Abstract

Customer satisfaction is important for service companies, because customer satisfaction can illustrate the company's ability to meet the expectations desired by customers. PT BCA KCP Alfa Tower is a banking service company. The research objective is to determine priority service quality factors and recommend improvements to meet BCA KCP Alfa Tower customer satisfaction. The servqual method as a gap between perception and expectations, and IPA can provide recommendations for improvement in the priority quadrant for analysis of improvements with HOQ. The results obtained note that there are 4 attributes of customer priorities for service quality, namely: The speed of the teller in service provides satisfaction for customers, the ability of the teller PT Bank BCA Alfa Tower Branch in solving problems faced by customers, the number of teller workers in accordance with the work and the queue, tellers provide the same service to all customers. And the need for improvement in service quality to improve customer satisfaction at PT BCA KCP Alfa Tower, especially in the direction of providing maximum service. Keywords: Customer Satisfaction, SERVQUAL, IPA and HOQ Kepuasan pelanggan adalah hal yang penting bagi perusahaan jasa, karena kepuasan pelanggan dapat menggambarkan kemampuan perusahaan dalam memenuhi harapan yang diinginkan oleh pelanggan. PT BCA KCP Alfa Tower adalah sebagai salah satu perusahaan jasa perbankan. Tujuan penelitian adalah untuk menentukan faktor prioritas kualitas pelayanan dan merekomendasikan perbaikan untuk memenuhui kepuasan nasabah BCA KCP Alfa Tower. Metode servqual sebagai adanya gap antara persepsi dengan harapan, dan IPA dapat memberikan rekomendasi perbaikan didalam kuadran prioritas untuk dilakukan analisa perbaikan dengan HOQ. Hasil yang didapat diketahui bahwa faktor yang menjadi prioritas nasabah terhadap kualitas pelayanan ada 4 atribut yaitu: Kecepatan teller dalam pelayanan memberikan kepuasan bagi nasabah, kemampuan teller PT Bank BCA Cabang Alfa Tower dalam penyelesaian masalah yang dihadapi nasabah, Jumlah Pekerja teller sesuai dengan pekerjaan dan antrian, teller memberikan pelayanan yang sama terhadap semua nasabah. Dan diperlukannya perbaikan terhadap kualitas pelayanan untuk meningkatkan kepuasan pelanggan PT BCA KCP Alfa Tower khususnya pengarahan tentang pemberian pelayanan yang maksimal. Kata Kunci: Kepuasan Pelanggan, SERVQUAL, IPA dan HOQ

Item Type: Thesis (S1)
Call Number CD: FT/IND. 20 014
Call Number: ST/16/21/024
NIM/NIDN Creators: 41615110015
Uncontrolled Keywords: Kepuasan Pelanggan, SERVQUAL, IPA dan HOQ
Subjects: 300 Social Science/Ilmu-ilmu Sosial > 330 Economics/Ilmu Ekonomi > 332 Financial Economics, Finance/Ekonomi Keuangan dan Finansial, Ekonomi Biaya dan Pembiayaan
300 Social Science/Ilmu-ilmu Sosial > 330 Economics/Ilmu Ekonomi > 332 Financial Economics, Finance/Ekonomi Keuangan dan Finansial, Ekonomi Biaya dan Pembiayaan > 332.1 Banks/Bank, Perbankan
300 Social Science/Ilmu-ilmu Sosial > 330 Economics/Ilmu Ekonomi > 338 Production, Industrial Economics/Produksi, Ekonomi Industri
300 Social Science/Ilmu-ilmu Sosial > 330 Economics/Ilmu Ekonomi > 338 Production, Industrial Economics/Produksi, Ekonomi Industri > 338.4 Secondary Industries and Services/Industri dan Jasa Sekunder
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 657 Accounting/Akuntansi > 657.8 Accounting for Enterprises Enganged in Specific Kinds of Activities/Akuntansi Usaha yang Bergerak dalam Jenis Kegiatan Tertentu > 657.83 Service and Professionals Activities/Kegiatan Pelayanan dan Profesional
Divisions: Fakultas Teknik > Teknik Industri
Depositing User: Putra Arsy Anugrah
Date Deposited: 17 Feb 2023 02:45
Last Modified: 17 Feb 2023 02:45
URI: http://repository.mercubuana.ac.id/id/eprint/53415

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