OKTAVIANI, TANTI (2021) EVALUASI KUALITAS PELAYANAN PADA BANK CIMB NIAGA MENGGUNAKAN METODE SERVQUAL DAN IMPORTANCE PERFORMANCE ANALYSIS (IPA). S1 thesis, Universitas Mercu Buana Jakarta.
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Abstract
This study aims to analyze services at Bank CIMB Niaga by determining the quality of services with dimensions: Tangible, Reliability, Responsiveness, Assurance, and Empathy. Based on the value of perceptions and expectations that produce GAP values that will be used for calculations. Collecting data using an online questionnaire with simple random sampling of 100 respondents. The method used is Servqual and Importance Performance Analysis (IPA). The result of this research is that the Servqual method is the value of perception and expectation so as to produce a GAP value that is used by the Servqual method with an overall average GAP value of 0.33 . The highest GAP score is the cleanliness of the waiting room at Bank CIMB Niaga and improvements in service performance. The second method is Importance Performance Analysis (IPA). The priority factors for improving service quality as seen from the Cartesian diagram are shown in Facilities that ensure the safety and security of customers at Bank CIMB Niaga (ASS2), the need for better security so that customers feel comfortable saving at Bank CIMB Niaga and Bank CIMB employees Niaga does not discriminate between customers (EMP3), who are employees and ordinary customers who queue when they come to the branch due to long waits, all customers should be the same regardless of their job because customers will be disappointed if they are preceded by other customers. An evaluation by Bank CIMB Niaga is needed to improve the quality of service. Keywords : Tangible, Reliabillity, Responsiveness, Assurance, Empathy, GAP, Servqual , Importance Performance Analysis (IPA) and Diagram kartesius Penelitian ini bertujuan untuk menganalisi pelayanan di Bank CIMB Niaga dengan menentukan kualitas pelayanan jasa dengan dimensi : Tangible, Reliabillity, Responsiveness, Assurance, dan Empathy. Berdasakan nilai persepsi dan harapan yang menghasilkan nilai GAP yang akan digunakan untuk perhitungan. Pengumpulan data menggunakan kuesioner online dengan simple random sampling sebanyak 100 responden. Metode yang digunakan adalah Servqual dan Importance Performance Analysis (IPA) . Hasil penelitian ini adalah untuk metode Servqual adalah nilai persepsi dan harapan sehingga menghasilkan nilai GAP yang digunakan metode Servqual dengan rata-rata keseluran nilai GAP adalah 0.33 . Untuk nilai GAP tertinggi adalah kebersihan ruang tunggu di Bank CIMB Niaga dan dilakukan perbaikan kinerja pelayanan. Metode kedua adalah Importance Performance Analysis (IPA). Faktor-faktor yang menjadi prioritas untuk meningkatkan kualitas pelayanan dilihat dari diagram kartesius ditunjukan pada Fasilitas yang menjamin keamanan dan keselamatan nasabah di Bank CIMB Niaga (ASS2) perlu adanya keamanan yang lebih baik sehingga nasabah merasa nyaman untuk menabung di Bank CIMB Niaga dan Pegawai Bank CIMB Niaga tidak membeda bedakan nasabah (EMP3), yang pegawai dengan nasabah biasa yang mengantri saat datang ke cabang karena menunggu lama seharusnya semua nasabah disamakan apapun pekerjaannya karena nasabah akan kecewa jika didahului dengan nasabah lain. Perlu evaluasi yang dilakukan Bank CIMB Niaga kualitas pelayanan bisa lebih baik. Kata kunci : Tangible, Reliabillity, Responsiveness, Assurance, Empathy, GAP, Servqual , Importance Performance Analysis (IPA) dan Diagram kartesius
| Item Type: | Thesis (S1) |
|---|---|
| NIM/NIDN Creators: | 43117110132 |
| Uncontrolled Keywords: | Tangible, Reliabillity, Responsiveness, Assurance, Empathy, GAP, Servqual , Importance Performance Analysis (IPA) dan Diagram kartesius |
| Subjects: | 600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum > 658.6 Quality Management/Manajemen Kualitas 800 Literatures/Kesusastraan > 800. Literatures/Kesusastraan > 801 Philosophy and Theory of Literatures/Filsafat dan Teori Kesusastraan > 801.3 Value, Influence, Effect/Nilai, Pengaruh, Efek |
| Divisions: | Fakultas Ekonomi dan Bisnis > Manajemen |
| Depositing User: | CALVIN PRASETYO |
| Date Deposited: | 11 Jul 2023 06:35 |
| Last Modified: | 11 Jul 2023 06:35 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/78977 |
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