Evaluasi Kualitas Pelayanan Jasa Perbankan Menggunakan Dimensi Banking Service Quality Dengan Metode Service Quality Dan Importance Performance Analysis (Ipa) Pada Pt Bank Rakyat Indonesia, Tbk

Anggraeni, Tria Dyah Ayu (2021) Evaluasi Kualitas Pelayanan Jasa Perbankan Menggunakan Dimensi Banking Service Quality Dengan Metode Service Quality Dan Importance Performance Analysis (Ipa) Pada Pt Bank Rakyat Indonesia, Tbk. Undergraduate thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Bank Rakyat Indonesia (BRI) merupakan bank BUMN (Badan Usaha Milik Negara) yang beroperasi pertama kali di Indonesia. Saat ini permasalahan yang terjadi pada Bank BRI unit Kapas adalah adanya nasabah yang kurang merasa puas dengan pelayanan pada Bank BRI. Penelitian ini bertujuan untuk menganalisa kualitas pelayanan di Bank BRI unit Kapas dengan metode service quality dan importance-performance analysis (IPA).Dimensi yang digunakan untuk perhitungan service quality adalah dimensi banking service quality.Dimensi banking service quality terdiri dari bukti fisik (tangibles), keefektifan dan jaminan (Effectiveness and assurance), akses (access), kehandalan (reliability), harga (Price) dan portofolio jasa (service portofolio). Hasil penelitian menyatakan bahwa semua kebutuhan nasabah yang teridentifikasi pada penelitian ini masih belum memenuhi harapan dari nasabah atau bersifat weakness. Adapun dari 41 kebutuhan nasabah terdapat 3 kebutuhan nasabah yang memiliki kesenjangan tertinggi yaitu tersedia lahan parkir yang memadai (T9), Jumlah kursi di ruang tunggu yang memadai (T11) dan keamanan dari area parkir (EA5). Selanjutnya dilakukan perhitungan importance performance analysis (IPA) dan terdapat 13 kebutuhan nasabah yang menjadi prioritas untuk dilakukan perbaikan. Untuk memenuhi kebutuhan nasabah, yaitu melakukan training untuk karyawan, meningkatkan kemudahan pemakaian fasilitas dengan jumlah yang memadai, dan mengadakan survey kepuasan nasabah secara berkala. ===================================================================================================== Bank Rakyat Indonesia (BRI) is a state-owned bank (state-owned company) operating for the first time in Indonesia. Currently, the problem that occurs at the Cotton Unit BRI Bank is that there are customers who are not satisfied with the service at BRI Bank. This study aims to analyze the quality of service at the BRI cotton unit with the service quality and importance-performance analysis (IPA) method. The dimensions used to calculate service quality are the dimensions of banking service quality. The dimensions of banking service quality consist of physical evidence (tangibles), effectiveness and assurance (Effectiveness and assurance), access (access), reliability (reliability), price (Price) and the portfolio of services (service portfolio). The results of the study indicate that all customer needs identified in this study have not met the expectations of the customers or are weaknesses. Of the 41 customer needs, there are 3 customer needs with the highest gaps, namely adequate parking space (T9), adequate number of seats in the waiting room (T11) and security of the parking area (EA5). Furthermore, the calculation of importance performance analysis (IPA) is carried out and there are 13 customer needs that are prioritized for repairs. To meet customer needs, namely conducting training for employees, increasing the ease of use of facilities with an adequate number, and conducting regular customer satisfaction surveys. Keywords : Bank , service quality , banking service quality, importance-performance analysis (IPA)

Item Type: Thesis (Undergraduate)
Uncontrolled Keywords: Bank, service quality,banking service quality, importance-performance analysis (IPA)
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
H Social Sciences > HD Industries. Land use. Labor > HD31 Management--Evaluation
Divisions: Faculty of Industrial Technology and Systems Engineering (INDSYS) > Industrial Engineering > 26201-(S1) Undergraduate Thesis
Depositing User: Tria Dyah Ayu Anggraeni
Date Deposited: 02 Mar 2021 02:43
Last Modified: 02 Mar 2021 03:25
URI: https://repository.its.ac.id/id/eprint/83072

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