NURDIN, MOHAMAD (2019) PERBAIKAN KUALITAS LAYANAN INTERNET BANKING DENGAN METODE QUALITY FUNCTION DEPLOYMENT (QFD) BERDASARKAN PENDEKATAN E-SERVQUAL (Studi Kasus pada Industri Perbankan dengan Kategori BUKU 1). S2 thesis, Universitas Mercu Buana Jakarta-Menteng.
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Abstract
At the moment competition between banks is increasingly competitive, so Bank Book 1 should think of the right strategy to win the competition. The main thing that must be prioritized is customer satisfaction determined by the quality of goods or services. Resistance is a customer complaint about internet banking services, which is about transaction accuracy, online troubleshooting speed, information needed for easy access, and easy access to the internet banking website. In addition, Bank Internet Book 1's ratings on the Bank's Service Excellence Monitor have declined. In this study, the quality of Internet banking services is measured using the E-Servqual, IPA, and QFD methods. E-Servqual is used to see the gap between expected and perceived customers. While blur theory is used to reduce the uncertainty of respondents in evaluating. To know the customer's preferred variables, the determination of IPA and suggested improvements has been processed with QFD. The end result of this study is the strategy to improve internet banking services, namely server and network maintenance, banking banking enhancements, manual content additions on internet banking pages, internet access / ergonomic accessed banking page, and provide continuous training for employees. Keywords : Service quality, internet banking, Bank Book 1, Fuzzy E-Servqual,IPA, QFD Saat ini persaingan antar bank semakin kompetitif, maka Bank Buku 1 harus memikirkan strategi yang tepat guna untuk memenangkan persaingan tersebut .. Hal utama yang harus diprioritaskan adalah kepuasan pelanggan yang ditentukan oleh kualitas barang atau jasa Kendalanya ada keluhan nasabah pada pelayanan internet banking ,yaitu mengenai keakuratan bertransaksi, kecepatan menyelesaikan masalah online, informasi yang dibutuhkan mudah diperoleh, dan kemudahan mengakses website internet banking. Selain itu, peringkat internet banking Bank Buku 1 pada Bank Service Excellence Monitor mengalami penurunan. Pada penelitian ini, kualitas pelayanan internet banking diukur dengan menggunakan metode E-Servqual, IPA, dan QFD. E-Servqual digunakan untuk melihat kesenjangan antara expected dan perceived nasabah. Sedangkan, teori E- Servqual digunakan untuk mengurangi ketidakpastian responden dalam memberikan suatu penilian. Untuk mengetahui variabel-variabel yang diprioritaskan oleh nasabah dilakukan penentuan IPA dan usulan perbaikan diolah dengan QFD. Hasil akhir dari penelitian ini adalah strategi perbaikan layanan internet banking,yaitu maintenance server dan jaringan, perbaikan fitur halaman internet banking, menambah konten petunjuk di halaman internet banking, mendesign halaman internet banking yang mudah diakses / ergonomis, dan memberikan pelatihan kepada karyawan secara kontinyu. Kata Kunci :kualitas layanan,internet banking,bank buku 1,IPA,E-Servqual,QFD
| Item Type: | Thesis (S2) |
|---|---|
| Call Number CD: | CDT-553-19-006 |
| Call Number: | T-53-MTI-19-003 |
| NIM/NIDN Creators: | 55317110048 |
| Uncontrolled Keywords: | Service quality, internet banking, Bank Book 1, Fuzzy E-Servqual,IPA, QFD,kualitas layanan,internet banking,bank buku 1,IPA,E-Servqual,QFD,MTI, Rekayasa Produktivitas dan Kualitas |
| Subjects: | 600 Technology/Teknologi > 670 Manufacturing/Manufaktur, Pabrik-pabrik |
| Divisions: | Pascasarjana > Magister Teknik Industri |
| Depositing User: | MELATI CAHYA FITRIANI |
| Date Deposited: | 22 Feb 2022 06:40 |
| Last Modified: | 07 Jul 2022 03:33 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/56541 |
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