TAURISKI, REVI (2020) ANALISA KEPUASAN PELANGGAN TERHADAP KUALITAS PELAYANAN TELLER DI BANK DKI KCP ABDUL MUIS DENGAN METODE SERVQUAL. S1 thesis, Universitas Mercu Buana Jakarta.
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Abstract
Banking is an institution that have an important role in developing economic. Therefore, banks must be able to stand by expecting trust from both the government and the general public. Service quality is one of the factors that determines bank excellence in facing competition between existing banks. DKI Bank is one of the BUMD banks in Indonesia which was established on April 11th, 1961. Based on the quality assessment through Mystery Shopper Marketing Research Indonesia (MRI), DKI KCP Abdul Muis has declined result over 3 past years. The purpose of this study is to measure the level of customer satisfaction with service quality at DKI Bank KCP Abdul Muis and find out which are the priorities for improving customer satisfaction. Based on the results using the servqual method, the level of customer satisfaction at Bank DKI KCP Abdul Muis is still low with an average value of expectation is 4.53 and average value of perception is 4.42. Meanwhile, with the Importance Performance Analysis (IPA) method, there are 2 priority attributes for improvement. There are the responsiveness of the teller in helping customers who experience difficulties when conducting transactions and customer satisfaction in using bank products. Keywords: Customer Satisfaction, Service Quality, Importance Performance Analysis (IPA), Fishbone. Perbankan merupakan satu dari sekian banyak lembaga yang memiliki peranan penting dalam mengembangkan pembangunan ekonomi. Oleh karena itu perbankan harus dapat berdiri dengan mengharapkan kepercayaan baik dari pemerintah maupun masyarakan umum. Kualitas pelayanan merupakan salah satu faktor yang menentukan keunggulan bank dalam menghadapi persaingan antar perbankan yang ada. Bank Daerah Khusus Ibukota (DKI) merupakan salah satu bank BUMD di Indonesia yang didirikan pada 11 April 1961. Berdasarkan penilaian kualitas layanan melalui Mystery Shopper Marketing Research Indonesia (MRI) terjadi penurunan kualitas pada kantor layanan Bank DKI KCP Abdul Muis selama 3 tahun terakhir. Tujuan dari penelitian ini yaitu mengukur tingkat kepuasan pelanggan terhadap kualitas pelayanan di Bank DKI KCP Abdul Muis dan mengetahui yang menjadi prioritas perbaikan kepuasan pelanggan. Berdasarkan hasil penelitian menggunakan metode servqual, tingkat kepuasan nasabah di Bank DKI KCP Abdul Muis masih rendah dengan nilai rata-rata ekspektasi sebesar 4,53 dan nilai rata-rata persepsi sebesar 4,42. sedangkan dengan metode Importance Performance Analysis (IPA) terdapat 2 atribut yang menjadi prioritas perbaikan yaitu daya tanggap teller dalam membantu nasabah yang mengalami kesulitan saat melakukan transaksi dan kepuasan nasabah dalam menggunakan produk bank. Kata kunci: Kepuasan Pelanggan, Servqual, Importance Performance Analysis (IPA), Fishbone.
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