Please use this identifier to cite or link to this item: https://repository.uksw.edu//handle/123456789/25384
Title: Analisis Kepuasan Nasabah Menggunakan Metode Service Quality dan Customer Satisfaction Index
Authors: Kesumawati, Ramadini
Keywords: pelayanan;service quality;Customer Satisfaction Index
Issue Date: Jun-2022
Abstract: Bank merupakan sebuah badan usaha yang memiliki fungsi menghimpun dana serta menyalurkannya dari dan untuk masyarakat. Pelayanan suatu bank dikatakan baik tidak hanya dilihat dari sudut pandang pihak bank saja, melainkan juga melihat pendapat nasabah sebagai pengguna jasa. Permasalahan yang terjadi ketika bank belum dapat memenuhi standar pelayanan yang baik dan sesuai, sehingga mengakibatkan nasabah merasa tidak puas. Penelitian ini bertujuan menganalisis kepuasan nasabah untuk mengetahui bagaimana kualitas pelayanan yang tersedia serta membantu memberikan informasi terkait upaya dalam meningkatkan kualitas pelayanan menggunakan metode Service Quality serta Customer Satisfaction Index. Tahapan dalam penelitian ini meliputi survei, studi literatur, penyusunan dan penyebaran kuesioner, uji validitas dan reliabilitas, analisis kesenjangan serta persentase tingkat kepuasan, penulisan hasil, dan terakhir kesimpulan. Hasil menunjukkan bahwa terdapat 15 atribut dengan nilai kesenjangan negatif dan nasabah puas terhadap pelayanan bank dengan persentase sebesar 80,38%.
Bank is a business entities that have the function of collecting funds and distributing them from and for the community. The service of a bank is said to be good not only from the bank's point of view, but also from the customer's opinion as a service user. The problem that occurs is when the bank has not been able to meet good and appropriate service standards, resulting in customers feeling dissatisfied. This study aims to analyze customer satisfaction to find out how the quality of service is available and help provide information related to efforts to improve service quality using Service Quality method and Customer Satisfaction Index. The stages in this research include surveys, literature studies, preparation and distribution of questionnaires, validity and reliability tests, gap analysis and the percentage of satisfaction levels, writing results, and finally conclusions. The results show that there are 15 attributes with negative gap values and customers are satisfied with bank services with a percentage of 80,38%.
URI: https://repository.uksw.edu/handle/123456789/25384
Appears in Collections:T1 - Informatics Engineering

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