KUALITAS PELAYANAN BANK DENGAN MENGGUNAKAN METODE IMPORTANCE PERFORMANCE ANALYSIS (IPA) DAN CUSTOMER SATISFACTION INDEX (CSI) TERHADAP KEPUASAN NASABAH
DOI:
https://doi.org/10.29040/jiei.v3i01.100Keywords:
Service Quality, Importance Perormance Analysis (IPA), Customer Satisfaction Index (CSI), Customer SatisfactionAbstract
The purpose of this study was to determine the quality of services provided by the bank in serving kepusan customers using 5 dimensions of assurance, reliability, tangibility, empathy, and responsiveness, so from that dimension is unknown dimension into the client's preferences into consideration the quality of services by banks in Surakarta. The method used is the Importance Performance Analysis (IPA) and the Customer Satisfaction Index (CSI) doped with Miscrosoft software Excel for Windows and SPSS for windows. Questionnaires distributed amounted to 90 respondents with a sampling with accidental sampling method. The results of data processing by using IPA (Importance Performance Analysis) obtained an average rate of 95.21% suitability. Furthermore, for the assessment of the quadrant where the priority that should be corrected is related  Equanimity customers  and  Ease  of  providing  services.  However  the  overall  services provided  by the  bank  are quite  satisfied  because  of  the  20  attributes,  only  the  second  to  be prioritized. It was also evident from the results of the methods CSI (Customer Satisfaction Index) indicates the level of customer satisfaction by 80.80%. The value is in the range from 66 to 80.99%, so overall customers are satisfied with the performance of the services provided by the bank in Surakarta.
References
Astuti, Septin Puji, et, al.,, 2009, “Meningkatkan Kualitas Pelayanan di Bank Syariah; Penelitian dengan Fuzzy Servqual dan Dimensi Carterâ€, Jurnal Manajemen Bisnis Vol. 2 No. 1 April-Juli 2009 (47-58).
Azzahra Handriati, Annisa., dkk, 2015, “Analisis Kualitas Pelayanan Publik Terhadap Kepuasan Konsumen Dengan Menggunakan Metode Servperf-Ipa-Csiâ€, Teknoin Vol. 21 No. 4 Desember 2015 : 178-190
Dharmayanti, Diah. 2006. “Analisis Dampak Service Performance Dan Kepuasan Sebagai Moderating Variable Terhadap Loyalitas Nasabahâ€. Jurnal Manajemen Pemasaran, Vol. 1, No. 1, April 2006: 35-43
Ghozali, 2005. “Aplikasi Analisis Multivarariate Dengan Program SPSSâ€. Badan Penerbit Universitas Diponegoro Semarang. Semarang.
Harish, M. Azka, et, al.,. 2014. “Usulan Perbaikan Kualitas Pelayanan Menggunkan Dimensi Banking Service Quality dengan Metode Service Quality (Studi Kasus di Bank X)â€. Jurnal Online Institut Teknologi Nasional. No. 04. Vol. 2. Hlm. 121-131
Hartanto, Juzan Tri. 2010. “Analisis Pengaruh Kualitas Pelayanan Jasa Perbankan Terhadap Kepuasan Nasabah (Study Kasus Pada PD. BPR Bank Jogja)â€. Program Magister Manajemen Universitas Gunadarma
Hasan, Ali. 2010. “Marketing Bank Syariah Cara Jitu Meningkatkan Pertumbuhan Pasar Bank Syariahâ€. Ghalia Indonesia. Bogor.
Hasan, M. Iqbal. 2002, “Pokok-Pokok Materi Metodologi Penelitian dan Aplikasinyaâ€, Cetakan Pertama, Ghalia Indonesia, Jakarta.
Husna Ainu Syukri, Siti., 2014, “Penerapan Customer Satisfaction Index (Csi) Dan Analisis Gap Pada Kualitas Pelayanan Trans Jogjaâ€, Jurnal Ilmiah Teknik Industri, Vol. 13, No. 2, Des 2014
Indra Maiyanti, Sri., Irmeilyana,Verawaty, “Aplied Customer Satisfaction Index (CSI) and Importance- Performance Analysis (IPA) to know Student Satisfaction Level of Sriwijaya University Library Servicesâ€.
Maulana, Yassyir, dkk. 2012. “Analisis Pengaruh Servqual Terhadap Kepuasan Serta Loyalitas Mahasiswa (Studi Kasus Pada Jurusan Teknik Mesin Di Universitas “XYZâ€)â€. Jurnal Miller, Cyndee 1993. “Moving Production to Servicesâ€. New Jersey: Englewood Prentice-Hall, Inc. Rekayasa Mesin Vol.3, No. 1 Tahun 2012 : 258-267
Oscar Ong, Johan dan Pambudi, Jati.2014. “Analisis Kepuasan Pelanggan Dengan Importance Performance Analysis Di Sbu Laboratory Cibitung Pt Sucofindo (Persero)â€. Undip, Vol IX, No 1, Januari 2014
Sangadji, Etta Mamang dan Sopiah. 2013. “Perilaku konsumenâ€. CV. Andi Offset. Yogyakarta.
Supranto, J. 1997. “Analisis Multivariat Arti dan Interpretasiâ€. Jakarta: Rineka Cipta Statistik Perbankan Indonesia - Vol. 14, No. 1, Desember 2015 (www.ojk.go.id).
Tho’in, Muhammad. 2011. Pengaruh Faktor- faktor Kualitas Jasa terhadap Kepuasan Nasabah di Baitul Maal wat Tamwil (BMT) Tekun Karanggede Boyolali. Muqtasid Jurnal Ekonomi dan Perbankan Syariah STAIN Salatiga. Vol. 2, Juli 73-89.
Tho’in, Muhammad. 2016. Kompetensi Sumber Daya Bank Syariah Berdasarkan Prinsip-prinsip Syariah Islam (Studi Kasus Pada BNI Syariah di Surakarta). Jurnal Ilmiah Ekonomi Islam, LPPM STIE AAS Surakarta. Vol. 2 No. 3, November 158-171.
Tjiptono, Fandy dan Anastasia Diana. 1998. “Total Quality Managementâ€. Andi. Yogyakarta.
Tjiptono, Fandy 2000. “Prinsip-prinsip Total Quaiity Serviceâ€. CV. Andi Offset.Yogyakarta
Wijaya, Tony. 2011. “Manajemen Kualitas Jasaâ€. Indeks. Jakarta
Yola, M dan Budianto, D. 2013. “Analisis Kepuasan Konsumen Terhadap Kualitas Pelayanan Dan Harga Produk Pada Supermarket Dengan Menggunakan Metode Importance Performance Analysis (IPA)â€. Jurnal Optimasi Sistem Industri 12 (2):301-309
Downloads
Published
How to Cite
Issue
Section
Citation Check
License
The copyright of the article fully belongs to the Jurnal Ilmiah Ekonomi Islam and publishing rights belong entirely to LPPM STIE AAS Surakarta
This work is licensed under a Creative Commons Attribution 4.0 International License.
