Service Quality And Facilities Improvement In Banking Industry (Case Study: Pt Bank Syariah Indonesia Kcp Ampel)

Putra, Gigih Rachmad Wibowo (2021) Service Quality And Facilities Improvement In Banking Industry (Case Study: Pt Bank Syariah Indonesia Kcp Ampel). Undergraduate thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

PT. Bank Syariah Indonesia (BSI) adalah industri perbankan syariah yang terdiri dari Bank Syariah Mandiri, Bank BRI Syariah, BNI Syariah yang diresmikan pada tanggal 1 Februari 2021. Karena bergabungnya ke-3 bank syariah tersebut, maka PT BSI memiliki jumlah nasabah yang cukup banyak sehingga diperlukan evaluasi layanan jasa salah satunya merupakan menggunakan metode Banking Service Quality yang merupakan kembangan dari metode Service Quality. BSQ terdiri dari 6 dimensi yang diterjemahkan dalam kuesioner, pada penelitian ini terdapat 32 butir pernyataan yang telah disesuaikan dengan dimensi BSQ. Jumlah data ditentukan dengan metode slovin dan didapatkan 89 minimum sampel responden, hasil kuesioner akan melalui uji statistik yaitu uji validitas dan reliabilitas. Setelah melalui uji statistik maka dilakukan perhitungan service gap, perhitungan service quality merupakan selisih antara ekspektasi dan persepsi. Dalam penelitian ini terdapat 10 atribut kuesioner bernilai negatif dan berada pada gap 5. Selanjutnya dilakukan pemetaan menggunakan importance performance analysis untuk mengetahui hubungan tingkat kepentingan dan performansi (hasil dari perhitungan service quality). Terdapat 5 atribut pada kuadran 1 yang bermakna bahwa nilai kepentingan tinggi namun performansi rendah. Tahapan selanjutnya adalah mencari akar permasalahan dengan Root Cause Analysis dengan metode 5 why's analysis. Setelah ditemukan masalahnya maka dapat ditentukan saran perbaikannya, antara lain: pengadaan CCTV area parkir dan menambahkan job desc security, menambahkan poster "kawasan ini diawasi CCTV" dan penunjuk lokasi hand sanitizer, melakukan morning briefing, dan pengadaan pengingat antrean dan kursi tunggu yang nyaman ================================================================================================ PT. Bank Syariah Indonesia (BSI) is a sharia-banking industry that was established in Februari 1st, 2021 as a result from the merger of PT. Bank Syariah Mandiri, PT. BRI Syariah, and PT. BNI Syariah. Due to the merger of those three islamic-banking industry, PT. BSI has a large number of customers so service quality evaluation is requred. The service quality improvement was carried out by using Banking Service Quality (BSQ) method, which is an advanced concept of Service Quality (Servqual). The questionnaire that measures expectations, services, and the importance level is consist of 32 statement attributes and has been adjusted with the 6 dimensions of BSQ. Based on the data adequacy test, the minimum respondents in this study was 89 respondents. The obtained data will go through the validity test and reliability test. After the statistic test has been done, the next step was to calculate the gap 5 (service gap). Based on the 5 gap calculation, there are 10 attributes that has negative results, which is EJ6, A8, A10, H11, H14, K17, K18, K19, K20, K23. Meanwhile, from the Importance Performance Analysis diagram, there are some critical attributes in quadrant 1 (low performance, high importance value) which is EJ5 (parking area security), EJ6 (BSI office security), A10 (clear operating hours) K17 (queue reminder devices), and K18 (comfortable seats). Those attributes will be the inputs for the Root Cause Analysis by using 5 why’s analysis method. 5 why’s analysis was used to find the root cause of a non-complex problems that requires not too many resources. The suggestions and recommendations obtained from the 5 why’s analysis for EJ5 is to provide CCTV and add more job description from security, for EJ6 is to put more posters such as “this area is monitored by CCTV” and point the hand sanitizer location to increase awareness, for A10 is to do morning briefing, and for K17 and K18 is to provide queue reminder devices and comfortable seats as well.

Item Type: Thesis (Undergraduate)
Uncontrolled Keywords: Banking Service Quality, Gap 5, Importance-Performance Analysis, 5 Why’s Analysis
Subjects: H Social Sciences > HF Commerce > HF5415.335 Consumer satisfaction
H Social Sciences > HF Commerce > HF5415.5 Customer services. Customer relations
Divisions: Faculty of Industrial Technology and Systems Engineering (INDSYS) > Industrial Engineering > 26201-(S1) Undergraduate Thesis
Depositing User: Gigih Rachmad Wibowo Putra
Date Deposited: 18 Aug 2021 17:41
Last Modified: 18 Aug 2021 17:41
URI: https://repository.its.ac.id/id/eprint/87456

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