Service quality dan importance performance analysis untuk menentukan prioritas peningkatan kualitas layanan nasabah bank

Meisy Kharisma Idris, Triwulandari Satitidjati Dewayana, Anik Nur Habyba

Abstract


Bank harus terus berinovasi dalam memberikan layanan terbaik terhadap nasabahnya. Berdasarkan penghargaan yang diberikan, bank BNI belum mampu mendapatkan peringkat dalam service quality, keadaan ini menunjukkan bahwa nasabah masih belum puas dengan kualitas yang diberikan dan di Bank Negara Indonesia Cabang Bukittinggi masih banyak terdapat keluhan. Tujuan penelitian ini untuk menentukan tingkat kepuasan nasabah dan usulan prioritas perbaikan untuk peningkatan pelayanan nasabah. Kuesioner diberikan kepada 100 responden. Perhitungan berdasarkan Customer Satisfaction Index (CSI) untuk mengukur tingkat kepuasan nasabah didapatkan nilai CSI sebesar 91,52% dimana nasabah merasa sangat puas dengan kualitas layanan yang diberikan. Berdasarkan metode Service Quality (Servqual) dan Importance Performance Analysis (IPA) diperoleh atribut yang diprioritaskan dalam perbaikan yaitu atribut ke 21, atribut ke 6 dan atribut ke 8. Usulan perbaikan menggunakan metode 5W+1H, yaitu : untuk atribut ke 21 dengan cara mengadakan pelatihan role play dan mewajibkan customer service untuk mengikuti BNI Smarter, untuk atribut ke 6 dengan cara meningkatkan pelayanan digital service dan perusahaan mewajibkan kepada seluruh customer service untuk mengikuti program Daily Exercise Employee Program 46 (DEEP46), untuk atribut ke 8 dengan cara memberikan motivasi seperti reward dan punishment (bonus dan teguran) dan menggunakan smart IP camera dalam mengevaluasi kinerja customer service.

Keywords


Service Quality (Servqual); Importance Performance Analysis (IPA); Customer Satisfaction Index (CSI); gap; bank

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References


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DOI: http://dx.doi.org/10.36055/jiss.v7i2.13828

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