Analisis Kepuasan Nasabah Menggunakan Metode Service Quality dan Customer Satisfaction Index


  • Ramadini Kesumawati * Mail Universitas Kristen Satya Wacana, Salatiga, Indonesia
  • Hendry Hendry Universitas Kristen Satya Wacana, Salatiga, Indonesia
  • (*) Corresponding Author
Keywords: Service; Service Quality; Customer Satisfaction Index

Abstract

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 bank’s point of view, but also from customer’s opinion as a service user. The problem that occurs is when bank has not been able to meet good and appropriate service standars, resulting in customers feeling dissatisfied. This study aims to analyze customer satisfaction to find out how the quality of service is available and to help provide information regarding what steps should be taken to improve service quality 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 percentage of satisfaction levels, writing results, and finally conclusions. The results show that there are 15 attributes with negative gap values and a satisfaction percentage of 80,38%. Based on these results, customers are satisfied with the service provided

Downloads

Download data is not yet available.

References

Redaksi OCBC NISP, “Pengertian Bank, Jenis-Jenis, dan Fungsinya Bagi Masyarakat,” 2021. https://www.ocbcnisp.com/en/article/2021/07/15/pengertian-bank#:~:text=Pengertian Bank Menurut UU No,agar taraf hidup masyarakat meningkat. (accessed Apr. 26, 2022).

“Perbankan Syariah dan Kelembagaannya,” ojk.go.id. https://www.ojk.go.id/id/kanal/syariah/tentang-syariah/pages/PBS-dan-Kelembagaan.aspx (accessed Nov. 05, 2021).

F. Firmansyah and R. Haryanto, Manajemen Kualitas Jasa Peningkatan Kepuasan & Loyalitas Pelanggan. Pamekasan: Duta Media Publishing, 2019. [Online]. Available: https://www.google.co.id/books/edition/Manajemen_Kualitas_Jasa/gdf7DwAAQBAJ?hl=en&gbpv=1&dq=pengertian+kualitas+pelayanan&printsec=frontcover

C. Siadari, “Pengertian Kepuasan Pelanggan Menurut Para Ahli,” kumpulanpengertian.com, 2019. https://www.kumpulanpengertian.com/2019/01/pengertian-kepuasan-pelanggan-menurut.html (accessed Nov. 15, 2021).

D. Poernomo, Strategi Merajut Usulan Penelitian Bisnis. Jember: UPT Penerbitan & Percetakan Universitas Jember.

J. A. Kusumaningtyas and E. Sediyono, “Analisis Kepuasan Pelanggan Pembuatan Sertifikat Tanah Dengan Menggunakan Servqual dan Kansei Engineering Berdasarkan Twitter BPN Salatiga,” J. Teknol. Inf. dan Ilmu Komput., vol. 4, no. 3, pp. 154–159.

Y. T. Yudhistira, D. Gustopo, and I. B. Suardika, “Menggunakan Servqual Pada Puskesmas Mojowarno,” vol. 3, no. 2, pp. 5–10, 2020.

H. R. Sampurno and O. O. Sharif, “Penerapan Customer Satisfaction Index (Csi) Dan Importance Performance Analysis (Ipa) Pada Kualitas Pelayanan Gojek (Studi Pelanggan Di Kota Bandung),” J. Mitra Manaj., vol. 4, no. 6, pp. 856–870, 2020, doi: 10.52160/ejmm.v4i6.389.

A. Anurrasyid and I. D. Sumitra, “Elementary School Learning Media Application Based on Android with Customer Satisfaction Index Method,” IOP Conf. Ser. Mater. Sci. Eng., vol. 662, no. 2, 2019, doi: 10.1088/1757-899X/662/2/022017.

L. Sularto et al., “ANALISIS KUALITAS LAYANAN PENYEDIA DATA DI INDONESIA MENGGUNAKAN METODE SERVQUAL ANALYSIS OF DATA PROVIDER SERVICES QUALITY IN INDONESIA USING,” vol. 8, no. 1, pp. 41–46, 2021, doi: 10.25126/jtiik.202182753.

D. W. Sutha, Biostatistika. Malang: MNC Publishing.

V. Wiratna Sujarweni, SPSS UNTUK PENELITIAN. Yogyakarta: Pustaka Baru Press, 2020.

I. Meidutė-Kavaliauskienė, V. Vasilienė-Vasiliauskienė, and A. Vasilis-Vasiliauskas, “Identification of sectoral logistics service quality gaps by applying servqual method,” Transport, vol. 35, no. 4, pp. 419–434, 2020, doi: 10.3846/transport.2020.13879.

D. A. Halim, A. Nurharyanto, U. S. Jati, D. D. Susilo, and A. Sujono, “Perancangan Steam Turbine Pembangkit Listrik Tenaga Panas Bumi di Kamojang Unit VI,” Tek. J. Sains dan Teknol., vol. 15, no. 1, p. 1, 2019, doi: 10.36055/tjst.v15i1.6080.

H. R. Amri, R. T. Subagio, and Kusnadi, “Penerapan Metode CSI untuk Pengukuran Tingkat Kepuasan Layanan Manajemen,” J. Sist. Cerdas, vol. 3, no. Asosiasi Prakarsa Indonesia Cerdas, pp. 241–252, 2020.

S. M. Widodo and J. Sutopo, “Metode Customer Satisfaction Index (CSI) Untuk Mengetahui Pola Kepuasan Pelanggan Pada E-commerce Model Business to Customer,” J. Inform. Upgris, vol. 4, no. 1, pp. 38–45, 2018.


Bila bermanfaat silahkan share artikel ini

Berikan Komentar Anda terhadap artikel Analisis Kepuasan Nasabah Menggunakan Metode Service Quality dan Customer Satisfaction Index

Dimensions Badge
Article History
Submitted: 2022-04-28
Published: 2022-06-30
Abstract View: 69 times
PDF Download: 65 times
How to Cite
Kesumawati, R., & Hendry, H. (2022). Analisis Kepuasan Nasabah Menggunakan Metode Service Quality dan Customer Satisfaction Index. Building of Informatics, Technology and Science (BITS), 4(1), 88-95. https://doi.org/10.47065/bits.v4i1.1557
Section
Articles