WAHYONO, TRI (2020) ANALISIS PERBAIKAN KUALITAS JASA PELAYANAN BANK DENGAN MENGGUNAKAN METODE SERVQUAL DAN METODE QUALITY FUNCTION DEPLOYMENT (Study Kasus : PT. Bank Mandiri (Persero) Tbk. Area Tanjung Priok). S1 thesis, Universitas Mercu Buana Jakarta-Menteng.
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Abstract
Penelitian ini bertujuan untuk merancang usulan perbaikan kualitas jasa pelayanan di Bank Mandiri Area Jakarta Tanjung Priok dengan menggunakan Metode Servqual dan Metode QFD. Berdasarkan pengolahan data yang dilakukan menggunakan metode House Of Quality (HOQ). Tingkat kepuasan nasabah di Bank Mandiri Area Jakarta Tanjung Priok lebih rendah jika dibandingkan dengan tingkat harapannya yaitu dengan nilai rata-rata (mean) 4,27 dan tingkat kenyataannya yaitu dengan nilai rata- rata (mean) 4,08 . Faktor-faktor yang mempengaruhi kepuasan nasabah yang perlu ditingkatkan lagi adalah pada dimensi Responsiveness (Daya Tangkap ) ditunjukkan pada petugas teller menjalankan transaksi sesuai keinginan nasabah dengan nilai 0,32. Hasil analisis House Of Quality (QFD) merekomendasikan beberapa usulan kualitas layanan untuk dilakukan perbaikan, yaitu diadakan Pelatihan dan seminar tentang Public Speaking (17,5%), Menjaga hubungan baik dengan nasabah (10,7%), Memperluas fasilitas fisik seperti ruang tunggu antrian (10,9%), Melakukan prosedur penataan dan pembersihan yang baik dan benar (6,9%), Memaksimalkan tenaga petugas teller dan Customer Service (8,4%), Pembinaan moral dengan sopan santun (17,1%), Pengarahan tentang pemberian pelayanan yang maksimal (27,5%), dan Melakukan evaluasi setiap bulannya (1,1%) di Bank Mandiri Area Jakarta Tanjung Priok. Kata Kunci: Kualitas Pelayanan, Kepuasan Nasabah, Servqual, QFD, HOQ, Gap. This research aims to design proposals to improve the quality of services in Bank Mandiri Area Jakarta Tanjung Priok by using Servqual Method and QFD Method. Based on data processing carried out using the House Of Quality (HOQ) method. The customer satisfaction rate at Bank Mandiri Area Jakarta Tanjung Priok is lower when compared to the expected level of 4.27 and the real rate is 4.08. The factors that affect customer satisfaction that need to be improved again are in the dimensions responsiveness (Capture Power) shown in the teller officer to carry out transactions according to the customer's wishes with a value of 0.32. The House Of Quality (QFD) analysis recommends several proposals for quality of service to be made improvements, i.e. training and seminars on Public Speaking (17.5%), Maintaining good relations with customers (10.7%), Expanding physical facilities such as queue waiting rooms (10.9%), Performing good and correct structuring and cleaning procedures (6.9%), Maximizing staff and Customer Service (8.4%), Moral coaching with manners (17.1%) , Briefing on providing maximum service (27.5%), and Evaluating every month (1.1%) at Bank Mandiri Area Jakarta Tanjung Priok. Keywords: Service Quality, Customer Satisfaction, Servqual, QFD, HOQ, Gap.
| Item Type: | Thesis (S1) |
|---|---|
| NIM/NIDN Creators: | 43116110452 |
| Uncontrolled Keywords: | Kualitas Pelayanan, Kepuasan Nasabah, Servqual, QFD, HOQ, Gap, Service Quality, Customer Satisfaction, Servqual, QFD, HOQ, Gap. |
| 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 |
| Divisions: | Fakultas Ekonomi dan Bisnis > Manajemen |
| Depositing User: | ORYZA LUVITA |
| Date Deposited: | 07 Mar 2022 04:42 |
| Last Modified: | 07 Mar 2022 04:42 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/57310 |
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