Penerapan Metode IPA dan PGCV untuk Menganalisis Kualitas Layanan PT. Bank X berdasarkan Dimensi Servqual

Jurnal METRIS ◽  
2020 ◽  
Vol 21 (02) ◽  
pp. 92-102
Author(s):  
Rikko Howin ◽  
Wibawa Prasetya
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Data Processing ◽  
Customer Service ◽  
Quality Data ◽  
Fourth Quadrant ◽  
Validity And Reliability ◽  
The Third ◽  
Customer Services

The bank is an institution that usually keeps people's money and redistributes it, as well as providing other services. The quality of service at the bank is important in order to compete well in the banking industry. This study aims to determine customer satisfaction, priority improvements needed to increase customer satisfaction. The data processing of this research begins with the validity and reliability test of the questionnaire, then continues with data processing using the SERVQUAL, IPA, and PGCV methods. In the SERVQUAL method there are a total of 22 attributes, for the tangible dimension it has 9 attributes, then the reliability dimension has 2 attributes, Furthermore, the responsiveness dimension has 4 attributes, the assurance dimension has 3 attributes, and finally the empathy dimension has 4 attributes. The result of Service Quality data processing, as a whole has a gap minus value. The results are then processed by the IPA method and the results show that six attributes are in the first quadrant (priority recovery), three attributes are in the second quadrant, one attribute is in the third quadrant, twelve attributes are in the fourth quadrant. The results of data processing using the IPA method, then continued with data processing using the PGCV method, and the results show that there are six attributes listed in the order of priority, with the highest PGCV score statement, namely the item "tellers and customers". Service has a sufficient number. Then followed by adding some divider walls, equity in bank services, in customer services speed, improvement at queue information, adding some chairs. So, to increase and maintain the bank service quality, the problems must be fixed immediately based on the priority rank results like adding some divider wall, increase the number of teller and customer service, adding some chair, improving equity in bank services, improving the customer service speed in serving customers

Tingkat Kepuasan Nasabah Pada Bank Syariah Mandiri Cabang Bogor

2019 ◽  
Vol 4 (2) ◽  
pp. 34
Author(s):  
Priyo Wismantoro ◽  
Fika Dwiyanti
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Competitive Advantage ◽  
Customer Service ◽  
General Level ◽  
Customer Focus ◽  
Quality Improvements ◽  
Level Of Satisfaction

Business banking is a service business based on principles of trust and t5he customer is a major asset. Under conditions of business competition among banks strict bank that has resulted in only a competitive advantage (compatative advantage as well as a competitive advantage) who can reach the highest position in the eyes of cusmers or the public. Competitive advantage can be obtained from the quality of customer servicr, so the focus on customers (customer focus), responsive to the development of customer desires and continuously innovate is an acitivity that can be done to anticipate the cimpetitive conditions. In this case, the bank should always evaluate the quality of service given to customers and is reflected in the level of customer satisfaction obtained. Rate the quality of service branch of bank syariah mandiri bogor whole is still under service, because it still was below expectations, this is evident also that the general level of service is still not meeting customer expectations, because the level of hope (expectation0 the customer is generally higher than the level of performance (perfromance) or perception(perception)customer.        Empathy dimension of service quality dimensions are most critical or have any impact on the most powerful influence on the level of satisfaction. In this case, the willingness og bank syariah mandiri branch bogor provide individual attention in serving its clients is crucial. Empathy dimension attributes inclide individual attention, operational time , personal attention, giving interests, and understand the needs. These attributes is the main priority of service quality improvements are intensive and comprehensive.           Customer service strategy to be implemented by the management of bank syariah mandiri in perspective five dimensioris of service quality(tangibles, realiability,responsiveness, assurance and empathy) looks not optimal. In an effort to provide the best service (service excellence) and focus to the customer(customer focus), then the customer satisfaction can be obatained with significantly improved and the improvement of quality of serivice aspects and impticalions of the strategy need to be consldered

scholarly journals Pengaruh Kualitas Pelayanan Customer Service Terhadap Kepuasan Nasabah Pada Bank BJB Cabang Subang

ijd-demos ◽  
2020 ◽  
Vol 1 (2) ◽  
Author(s):  
Agus Dedi Subagja ◽  
Hanifah Hanifah
Keyword(s):  
Statistical Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Service ◽  
Descriptive Analysis ◽  
Total Sample ◽  
High Level ◽  
Statistical Analysis Methods ◽  
Research Analysis

Kualitas pelayanan adalah totalitas fitur dan karakteristik produk atau jasa yang tergantung pada kemampuannya untuk memuaskan kebutuhan yang dinyatakan atau tersirat. Kepuasan pelanggan adalah tingkat perasaan seseorang setelah membandingkan kinerja (atau hasil) yang ia persepsikan dibandingkan dengan harapannya. Penelitian ini bertujuan untuk menganalisis kualitas pelayanan customer service terhadap kepuasan nasabah dan menguji pengaruh kualitas pelayanan customer service terhadap kepuasan nasabah pada Bank BJB cabang Subang. Penulis menggunakan pendekatan kuantitatif dengan metode analisis deskriptif dan analisis statistik. Populasi pada penelitian ini sebanyak 3.841, dengan jumlah sampel yang diambil sebanyak 100 orang. Sedangkan alat pengumpulan data yang digunakan adalah kuesioner. Hasil analisis penelitian menunjukkan pengaruh kualitas pelayanan customer service terhadap kepuasan nasabah pada Bank BJB cabang Subang menunjukkan tingkat hubungan yang tinggi dengan kontribusi pengaruh yaitu sebesar 64,4% dan sisanya sebesar 35,4% dipengaruhi oleh faktor lain yang tidak diteliti.Service quality is the totality of features and characteristics of a product or service that depends on its ability to satisfy stated or implied needs. Customer satisfaction is the level of one's feelings after comparing the performance (or results) he perceives compared to his expectations. This study aims to analyze the quality of customer service service to customer satisfaction and examine the influence of customer service quality on customer satisfaction at the Bank of the Subang branch BJB. The author uses a quantitative approach with descriptive analysis and statistical analysis methods. The population in this study was 5,240, with a total sample of 100 people. While the data collection tools used were questionnaires. The results of the research analysis showed the influence of customer service quality on customer satisfaction at the Bank of the Subang branch BJB showed a high level of relationship with the contribution of influence that is equal to 64.4% and the remaining 35.4% is influenced by other factors not examined.

scholarly journals DO HR PARTICES AFFECT SERVICE QUALITY OF FRONT LINE STAFF

2015 ◽  
Vol 11 (1) ◽  
Author(s):  
Farooq -E- Azam Cheema
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Quality Data ◽  
Future Research ◽  
Frontline Employees ◽  
Frontline Staff ◽  
Hr Practices ◽  
Recruitment And Selection

The basic objective of this study was to examine the role of HR practices like recruitment and selection, training, performance appraisal and rewards management in enhancing overall service quality of the frontline staff in the hotel industry in Karachi, Pakistan. Hypothetic deductive approach was used for examining the relationship between independent and dependent variables. Customer service dimensions used in this study were derived from the SERVQUAL model that included frontline staff appearance, reliability of service, responsibility among the staff, assurance of job related knowledge and etiquette and empathy. For the purpose of study 15 hotels and restaurants of various sizes with minimum 30 frontline employees were chosen. Ten frontline employees from reception staff, waiters/waitresses, housekeeping employees were chosen using quota sampling for data collection. Opinion of the frontline staff was sought through structured questions as to how the four HR practices are likely to affect quality of five dimensions of the customer service quality. Data was collected through a structured questionnaire and integrated through SPSS. Results of study showed that the two HR practices; training and rewards management significantly affect the service quality of the frontline staff and this effect is far stronger than the effect of other HR practices. This research will not only bring significant practical implications for better human resource management in hospitality sector but also provide important indicators for future research. The future study may aim at identifying various internal and external factors that affect efficacy of various HR practices and policies and consequently their contribution in enhancing service quality of staff. Studies are also needed to identify further impediments obstructing the positive influence of recruitment and selection and appraisal practices on service behavior and quality of the staff. The role of various intervening or mediating variables such as employee collaboration, organization culture can also be probed further.

scholarly journals PENGARUH KUALITAS PELAYANAN DAN HARGA TERHADAP KEPUASAN PELANGGAN PENGGUNA JASA APLIKASI GOJEK DI KOTA TANGERANG

2020 ◽  
Vol 6 (2) ◽  
pp. 248
Author(s):  
Riri Oktarini
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Regression Coefficient ◽  
Statistical Tests ◽  
Coefficient Of Determination ◽  
Validity And Reliability ◽  
Good Service ◽  
Linear Regression Coefficient ◽  
The City

Abstrak-Tujuan dilakukannya penelitian ini adalah bermaksud mengetahui apakah dengan adanya kualitas pelayanan yang baik dan harga dapat mempengaruhi kepuasan pelanggan Gojek khususnya di Kota Tangerang.  Metode penelitian yang digunakan adalah Asosiatif kausal. Sampel yang digunakan sebanyak 100 responden. Metode analisis data menggunakan uji validitas dan reliabilitas, asumsi klasik, regresi linier berganda, koefisien determinasi dan pengujian hipotesis.  Berdasarkan hasil pengujian statistik diperoleh hasil sebagai berikut: Kualitas pelayanan memberikan pengaruh secara positif serta signifikan terhadap kepuasan pelanggan. Harga memberikan pengaruh yang negatif serta signifikan terhadap kepuasan pelanggan. Kualitas pelayanan dan harga Secara simultan dengan menggunakan uji F diketahui memberikan pengaruh positif serta signifikan terhadap kepuasan pelanggan pengguna aplikasi Go-jek di Kota Tangerang.Kata Kunci: kualitas pelayanan, harga, kepuasan pelanggan Abstract-The purpose of this research is to find out whether the existence of good service quality and price can affect Gojek customer satisfaction in Tangerang City. The research method used is causal associative. The sample used was 100 respondents. Methods of data analysis using validity and reliability, classic assumptions, multiple linear regression, coefficient of determination and hypothesis testing. Based on the results of statistical tests the following results are obtained: Service quality has a positive and significant influence on customer satisfaction. Price gives a negative and significant effect on customer satisfaction. Quality of service and price Simultaneously using the F test is known to have a positive and significant effect on customer satisfaction of Go-jek application users in the city of Tangerang.Keywords: service quality, price, customer satisfaction

scholarly journals PENINGKATAN KUALITAS PELAYANAN MENGGUNAKAN METODE SERVQUAL DAN KANO

2020 ◽  
Vol 9 (1) ◽  
pp. 68
Author(s):  
Wulan Purnamasari ◽  
Rizki Bachtiar Yuliansyah
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Test Validity ◽  
Validity And Reliability ◽  
Additional Training ◽  
Hard Skills ◽  
Close Relationship ◽  
Voice Of Customer ◽  
A Company

Customer satisfaction is one of the determinants of the survival of a company. Service quality is an important factor for companies, especially for companies engaged in services. Service quality has a close relationship with customer satisfaction. Satisfaction will be felt maximally by the customer, if the customer gets more than his expectations. Satisfied customers, they will give a positive response. This study aims to broadly improve the quality of Indonesian DigIs services, in the hope that consumers' desires and needs can be achieved and in line with their expectations of management perceptions. The use of Servqual and Kano methods is expected to later identify the GAP between customer needs and needs that must be improved and the technical response that must be carried out by management, so that customer satisfaction is expected to increase the quality of Indonesian DigIs services so that the company can grow rapidly.This research began with interviews and distributing questionnaires to 50 consumer respondents when getting responses about Indonesian DigIs services used to test validity and reliability. Service attributes consist of 30 items using the Servqual method consisting of 5 dimensions, namely tangibles, reliability, empathy, assurance, and responsiveness. After distributing questionnaires, the next step is to do data processing with GAP calculations to determine customer satisfaction with the quality attributes of Indonesian DigIs services. Then processed using Kano method.Priority attributes to be repaired and improved by Indonesian DigIs companies to be in accordance with the wishes and needs of customers based on VoC (Voice of Customer) through Servqual and Kano methods is the first priority in the tangible dimension is the neat appearance of employees who need to be improved again, if necessary uniformed ( wearing dresscode). The first priority in the reability dimension is the security of the system that is operated to be further enhanced by maintaining the confidentiality of the consumer database and security in operation. The first priority in the dimensions of responsiveness, is the speed of officers in providing services should management provide training in both soft skills and hard skills that can support the speed of employees in providing services. The main priority in the assurance dimension, namely the officer has the knowledge and ability to provide information, in this case the management should provide additional training that can support the knowledge of the service officers. While the main priority on empathy dimensions, is about providing information and instructions on how to operate the system clearly, the management should conduct an SOP evaluation, so that the operation of the system can run better. The proposal to improve Indonesian DigIs services according to customer desires and needs based on VoC (Voice of Customer) using Servqual and Canoeing methods is the improvement or evaluation of SOPs, reviewing facilities and infrastructure (focused on room facilities) and providing additional training to support HR performance.

scholarly journals PENERAPAN ANALISIS KORELASI KANONIK PADA HUBUNGAN KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH

2017 ◽  
Vol 6 (1) ◽  
pp. 90
Author(s):  
KADEK ANDREI PRABAWA ◽  
NI LUH PUTU SUCIPTAWATI ◽  
DESAK PUTU EKA NILAKUSMAWATI
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Service ◽  
A Company

Customer satisfaction is determined by the quality of customer service desired. Service quality of a company are important viewed from a consumer standpoint. The p

scholarly journals PENILAIAN KEPUASAN PELANGGAN DENGAN APLIKASI SURVEI PADA PDAM KOTA BENGKULU

Teknosia ◽  
2021 ◽  
Vol 1 (1) ◽  
pp. 16-21
Author(s):  
Khairil Khairil
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Service ◽  
Programming Language ◽  
Research Method ◽  
Satisfaction Survey ◽  
Level Of Satisfaction ◽  
System Requirements ◽  
The Ideal

Customer satisfaction is a major reason in the service or goods business. The company will get a big profit if the customer is satisfied with the ideal service provided. The purpose of this study was to find the level of satisfaction of the PDAM's performance on customer service by making an online satisfaction survey application. The research method used is system requirements analysis, designing system requirements, coding translating the system with a programming language, implementing the system and maintaining any changes to the system. The results of the study show that the satisfaction survey application can make it easier for customers to send complaints about the service quality of PDAM Kota Bengkulu. With the PDAM polling application, it is faster to take action according to complaints from customers.

scholarly journals Studi Tentang Kualitas Pelayanan Ojek Online (Ojol) Grabbike dan Pengaruhnya Terhadap Kepuasan Pelanggan di Kota Tegal

2020 ◽  
Vol 8 (2) ◽  
pp. 127
Author(s):  
Faridah, Yayat Hidayat Amir, Basukiyatno
Keyword(s):  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Validity And Reliability ◽  
Observation Methods ◽  
Taxi Service ◽  
Motorcycle Taxi

<em>The study aims to determine the quality of Grabbike online motorcycle taxi service and its effect on customer satisfaction in the Tegal City area. The quantitative approach is used as a source of data processing so that the results are presented. The study population was GrabBike online motorcycle taxi (OJOL) customers in Tegal City for one week, 1000 customers. This research used incidental sampling technique in sampling. Determination of the number of samples using the Slovin formula. From the total population of 1000 obtained a sample of 100 customers as respondents. Data collection uses observation methods, questionnaires, and documentation. The research instrument was in the form of observation sheets and questionnaires with 22 items of statements that had been tested for validity and reliability. Datalysis was analyzed with linear regression. The results showed that the quality of service had a positive and significant effect on GrabBike online motorcycle taxi customer satisfaction as evidenced by the results of the calculation of a simple linear regression analysis of Y = 16.078 + 0.520X, with the significance of the variable service quality was 0,000 because the significance value of 0,000 &lt;0.05 was concluded service quality has a significant effect on customer satisfaction variables on OJOL GrabBike in Tegal City, meaning Ha is accepted while H0 is rejected.</em>

scholarly journals Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Transportasi Online GrabBike Pada Mahasiswa Fakultas Ilmu Sosial Dan Politik Universitas Sam Ratulangi

2019 ◽  
Vol 9 (1) ◽  
pp. 19
Author(s):  
Reinhard K. Soromi ◽  
Frendy A. O. Pelleng ◽  
Johnny A. F. Kalangi
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Regression Coefficient ◽  
Hypothesis Test ◽  
Quality Data ◽  
Coefficient Of Determination ◽  
Test Results ◽  
Political Sciences

The purpose of this study was to determine the effect of service quality on customer satisfaction using GrabBike online transportation services to students of the Sam Ratulangi University Faculty of Social and Political Sciences. This type of research is quantitative descriptive. The relationship between quality of service and costumer satisfactions assists the costumer in revising its perception of service quality. Data Validity Test Results obtained all statement items declared valid. Data reliability test results of data obtained are stated that the data is reliable. The results of simple linear regression cost value more then the regression coefficient so that the regression coefficient is positive. The results of hypothesis test based on the significance value of the Coefficients table obtained significance, so that it can be concluded that the service quality variable affects the variable customer satisfaction. The test results of the coefficient of determination Adjusted R Square value which states the variable customer satisfaction is influenced by service quality variables, while the remaining is influenced by other variables that are not in this study. hence the correlation coefficient, which is included in the strong category so that there is a strong relationship between the quality of service to customer satisfaction and online GrabBike transportation to students of the Faculty of Social and Political Sciences, Sam Ratulangi University.

scholarly journals Kerangka Konseptual Kepuasan Pelanggan terhadap Jasa Transportasi Online Go Ride menggunakan Service Quality

2019 ◽  
Vol 4 (2) ◽  
Author(s):  
Hawwin Mardhiana
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Conceptual Framework ◽  
Customer Loyalty ◽  
Quality Of Services ◽  
Transportation Services ◽  
Loyalty Intention ◽  
Transportation Service ◽  
Customer Services

Customer satisfaction in organizations is one of the critical succes factors for developing organizations.  To improve the quality of services, an organization must know customer satisfaction with the services provided by the organization. This study aims to present a conceptual framework that is used to analyze factors that affect service quality, customer loyalty and intention to repurchase or reuse online transportation services, Go-Ride. A conceptual framework proposed to measure Go-Ride customer satisfaction and its impact on customer loyalty and intention to repurchase. Starting from analyzing what is expected and what is felt by customer when the customer use these services with Servqual Method. This conceptual framework allows stakeholders in online transportation Go-Ride to understand customer and measure the quality of services. Conceptual Framework also can be used to set strategy and decision making improve the quality of customer services. In this study the transportation service provider can also divide customers into various categories, so the organization know how to position itself in the future that can be compared to quality of service with the competitors.Keywords : Go-Ride, Servqual, Customer Satisfaction, Servqual, Customer Loyalty, Intention to repurchase

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