Susanti, Marcely (2021) INTEGRASI METODE E-SERVQUAL, IPA DAN QFD PADA PERBAIKAN KUALITAS LAYANAN DIGITAL BANKING. S2 thesis, Universitas Mercu Buana Jakarta.
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Abstract
The use of Digital Banking as a service in the banking industry has increased rapidly. There are many benefits of using digital banking in the banking industry where the most important thing is to improve the speed and quality of their services to their customers. This is also to maintain the loyalty of their customers while creating new customers. However, the quality of digital banking services needs to be evaluated with the right tools and methods, so that repairs are done accurately and efficiently. The purpose of this study is to analyze the quality of services in the digital banking industry and suggest improvements for state-owned banks. The methods to be used are E-Servqual, Importance Performance Analysis and Quality Function Deployment. From this study, it was found that based on the E-Servqual method that there are gaps in the dimensions of fulfillment, assurance, privacy, responsiveness, contact, reliability and efficiency. Using Importance Performance Analysis and Quality Function Deployment, it was found that there are 9 technical responses to answer the needs of service users. With the results of this study, can help answer customer needs and significantly improve service quality. Keywords: E-Servqual, Importance Performance Analysis, Quality Function Deployment, Digital Banking. Penggunaan Digital Banking sebagai layanan dalam industri perbankan telah meningkat secara eksponensial. Ada banyak manfaat dalam menggunakan digital banking dalam industri perbankan dimana yang paling penting adalah untuk meningkatkan kecepatan dan kualitas layanan mereka kepada pelanggan mereka. Hal ini juga untuk mempertahankan loyalitas pelanggan mereka sementara juga menciptakan pelanggan baru. Namun, layanan kualitas digital banking diperlukan untuk dinilai dengan alat dan metode yang tepat, sehingga perbaikan dilakukan secara akurat dan efisien. Tujuan penelitian ini adalah untuk menganalisis kualitas layanan di industri digital banking dan menyarankan perbaikan bagi Bank BUMN. Metode yang akan digunakan adalah E-Servqual, Importance Performance Analysis (IPA) dan Quality Function Deployment (QFD). Dari penelitian ini, ditemukan bahwa berdasarkan metode E-Servqual bahwa ada kesenjangan dalam dimensi fulfillment, assurance, privacy, responsiveness, contact, reliability dan efficiency. Dengan menggunakan Importance Performance and Quality Function Deployment, ditemukan bahwa terdapat 9 respon teknis untuk menjawab keinginan pengguna layanan. Kata kunci: E-Servqual, Importance Performance Analysis (IPA), Quality Function Deployment (QFD), Digital Banking.
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