Jurnal Manajemen Bisnis Universitas Muhamadiyah Malang

Jurnal Manajemen Bisnis, Vol 2, No 1 (2012)

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ANALISIS KEPUASAN NASABAH ATAS DIMENSI KUALITAS PELAYANAN BANK SYARIAH MANDIRI MALANG

Ikfi Akmalia

Abstract


ANALISIS KEPUASAN NASABAH ATAS DIMENSI KUALITAS
PELAYANAN BANK SYARIAH MANDIRI MALANG

Ikfi Akmalia
Bank Mandiri
E-mail: lyha_amalya@yahoo.com

ABSTRACT

The purpose of this study is to know the customers satisfaction of service quality by the Bank Syariah
Mandiri Malang. A satisfaction index (IKP) and Cartesians Diagram is used to analyze the customer
satisfaction of service quality. 16 indicators are used for the IKP, where 9 indicators that represents
customers satisfaction, while 7 indicators dissatisfaction. According to this index, 56% of customers
are satisfied, while 43% are not. From the result of calculation above, it can be concluded based on
the Cartesians Diagram that the satisfaction quality dimensions (Tangible, Reliability, Responsiveness,
Assurance) in quadrant A, that there needs to be a decrease in service time for queues. For the
Cartesians diagram in the category C, lower priority is given to accurate recording system free from
error, employees who gives personal attention to customers, and also a company that truly cares
about the interests of each customers. For Cartesians diagram result in category D is employees who
understand the specific needs of customers, employees who are always being polite to customers,
readiness to respond to customer demand, willingness to help customers, and the use of modern
technology.

Keywords: service quality, customer’s satisfaction


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