ZULCHARIMAH, ASMA DHANI (2019) ANALISIS KEPUASAN PELANGGAN TERHADAP KINERJA PELAYANAN PT BANK DKI KANTOR KAS KEDOYA DENGAN MENGGUNAKAN METODE SERVICE QUALITY. S1 thesis, Universitas Mercu Buana Jakarta.
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Abstract
PT DKI Bank is a Special Capital Development Region Bank of Jakarta or DKI Bank is a bank in Indonesia. This bank was established on April 11, 1961. DKI Bank was established with the intent and purpose of helping and encouraging economic growth and regional development in all fields as well as one source of regional income in order to improve people's lives. There are results from the assessment of the quality of Bank DKI services through Mystery Shopper Marketing Research Indonesia (MRI) during the last 3 years there was a decline. The purpose of this study is to measure the perception of the level of customer satisfaction of service quality and Knowing what service attributes need to be improved to be a support in improvement. Participant satisfaction in this study was measured using the SERVQUAL method, based on 5 service dimensions (tangible, reliability, responsiveness, empathy, assurance). This research was conducted by distributing questionnaires to 96 customers of PT Bank DKI Kedoya Cash Office in October 2019. The level of customer satisfaction at the DKI Bank Kedoya Cash Office is lower when compared to the level of expectation that is with an average value (mean) of 4.55 and the level of reality is the mean value (mean) 3.85. Based on the Importance-Peformance Analysis (IPA) analysis and associated with the magnitude of the gap in the service dimensions, there are 2 variables being priority improvements in services at PT. Bank DKI Kedoya Cash Office to be in line with customer expectations, namely: The existence of a suggestion box and Security while in the Bank DKI Kedoya Cash Office. Keywords: Customer Satisfaction, Service Quality, Importance-Peformance Analysis (IPA) PT Bank DKI merupakan Bank Pembangunan Daerah Khusus Ibukota Jakarta atau Bank DKI adalah sebuah bank di Indonesia. Bank ini didirikan pada 11 April 1961. Bank DKI didirikan dengan maksud dan tujuan untuk membantu dan mendorong pertumbuhan perekonomian dan pembangunan daerah di segala bidang serta salah satu sumber pendapatan daerah dalam rangka meningkatkan taraf hidup rakyat. Terdapat hasil dari penilaian kualitas layanan Bank DKI melalui Mystery Shopper Marketing Research Indonesia (MRI) selama 3 tahun terakhir terjadi penurunan. Tujuan dari penelitian ini yaitu Mengukur persepsi tingkat kepuasaan pelanggan terhadap mutu pelayanan dan Mengetahui atribut-atribut pelayanan apa saja yang perlu ditingkatkan untuk menjadi penunjang dalam perbaikan. Kepuasan peserta pada penelitian ini diukur dengan menggunakan metode SERVQUAL, berdasarkan 5 dimensi pelayanan (tangible, reliability, responsiveness, empathy, assurance). Penelitian ini dilakukan dengan cara menyebarkan kuesioner kepada 96 nasabah PT Bank DKI Kantor Kas Kedoya pada bulan Oktober 2019. Tingkat kepuasan nasabah di Bank DKI Kantor Kas Kedoya lebih rendah jika dibandingkan dengan tingkat harapannya yaitu dengan nilai rata-rata (mean) 4,55 dan tingkat kenyataannya yaitu dengan nilai rata-rata (mean) 3,85. Berdasarkan analisa Importance-Peformance Analysis (IPA) dan dikaitkan dengan besarnya gap pada dimensi pelayanan, terdapat 2 variabel menjadi prioritas perbaikan dalam pelayanan di PT. Bank DKI Kantor Kas Kedoya agar sesuai dengan harapan nasabah yaitu : Keberadaan kotak saran dan Keamanan selama berada di Bank DKI Kantor Kas Kedoya. Kata Kunci : Kepuasan Pelanggan, Service Quality, Importance-Peformance Analysis (IPA)
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