ANALISIS KUALITAS LAYANAN FRONTLINER DENGAN METODE SERVQUAL DAN SIX SIGMA (Studi Pada Bank Negara Indonesia Unit KCU Menteng)

ASTARI, FANNY (2022) ANALISIS KUALITAS LAYANAN FRONTLINER DENGAN METODE SERVQUAL DAN SIX SIGMA (Studi Pada Bank Negara Indonesia Unit KCU Menteng). S1 thesis, Universitas Mercu Buana Jakarta - Menteng.

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Abstract

Bank harus mempersiapkan petugas yang mempuni untuk memberikan layanan yang prima yang mampu menangani kebutuhan serta keinginan nasabah. Petugas yang diharapkan dapat memberikan layanan yang prima yaitu Frontliner. Penelitian ini bertujuan untuk mengetahui kualitas layanan frontliner di PT Bank Negara Indonesia Unit KCU Menteng berdasarkan sudut pandang customer. Penelitian ini menggunakan metode servqual - six sigma. Tujuannya untuk menganalisis hasil pengukuran Servqual dengan lima dimensi yaitu, tangible, reliability, responsiveness, assurance dan emphaty dengan nilai kesenjangan atribut layanan untuk menentukan variabel kritis, kemudian menghitung nilai DPMO (Defect per Millon Opportunity) dan sigma dari variabel kritis tersebut, sehingga dapat melihat variabel mana yang menjadi prioritas peningkatan pelayanan frontliner Unit KCU Menteng. Penelitian ini menggunakan 100 responden yang merupakan nasabah di Bank Negara Indonesia Unit KCU Menteng. Hasil analisis data dari penelitian ini menunjukkan bahwa terdapat 1 atribut memiliki gap score bernilai positif, 19 atribut memiliki gap score yang bernilai negative, dan 4 atribut yang menjadi prioritas perbaikan yaitu waktu tunggu antrean (Rel4) dengan nilai sigma 2,32 dan DPMO 206.000. Petugas frontliner (Customer Servise, Teller) dapat menyelesaikan transaksi dengan cepat sesuai yang ditentukan (Rel1) dengan nilai sigma 2,60 dan DPMO 136.000. Petugas frontliner (Customer Servise, Teller) dapat menyelesaikan transaksi dengan tepat tanpa kesalahan pencatatan (Rel2) dengan nilai sigma 2,72 dan DPMO 112.000. Petugas frontliner (Customer Servise, Teller, Security) tanggap saat menerima keluhan dari nasabah (Res1) dengan sigma 2,73 dan DPMO 110.000. Kata Kunci : Frontliner, Servqual, Six Sigma, Bank, Covid 19 The Bank must prepare a professional officer to provide excellent services that are able to handle the needs and desires of customers. The officer who is expected to provide excellent service is Frontliner. This research aims to find out the quality of frontliner services at PT Bank Negara Indonesia Unit KCU Menteng based on customer's point of view. The study used the servqual - six sigma method. The goal is to analyze the results of Servqual measurements with five dimensions, namely, tangible, reliability, responsiveness, assurance dan emphaty with service attribute gap values to determine critical variables, then calculate the values of DPMO (Defect per Millon Opportunity) and sigma of the critical variable, so that they can see which variables are the priority for improving the service frontliner KCU Menteng Unit. This study used 100 respondents who were customers at Bank Negara Indonesia Unit KCU Menteng. The results of the data analysis from this study showed that there is 1 attribute has a positive gap score, 19 attributes have a negative gap score, and 4 attributes that are priority improvements, namely queue waiting time (Rel4) with sigma value 2.32 and DPMO 206,000. Frontliner officer (Customer Servise, Teller) can complete transactions quickly as specified (Rel1) with sigma value 2.60 and DPMO 136,000. Frontliner Officer (Customer Servise, Teller) can complete transactions appropriately without recording errors (Rel2) with sigma value 2.72 and DPMO 112,000. Frontliner (Customer Servise, Teller, Security) responds when receiving complaints from customers (Res1) with sigma 2.73 and DPMO 110,000. Keywords: Frontliner, Servqual, Six Sigma, Bank, Covid 19

Item Type: Thesis (S1)
NIM/NIDN Creators: 43117120218
Uncontrolled Keywords: Frontliner, Servqual, Six Sigma, Bank, Covid Frontliner, Servqual, Six Sigma, Bank, Covid 19
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: Pascasarjana > Magister Manajemen
Depositing User: MYTHA ALVIANA SARI
Date Deposited: 23 Apr 2022 03:14
Last Modified: 23 Apr 2022 03:14
URI: http://repository.mercubuana.ac.id/id/eprint/60434

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