ANALISA KEPUASAN NASABAH TERHADAP KINERJA JASA PELAYANAN DENGAN METODE IMPORTANCE & PERFORMANCE MATRIX (STUDI KASUS BANK SYARIAH MANDIRI KCP KALIURANG)

ALFIN LINGGA ARDINI, NIM. 12820026 (2016) ANALISA KEPUASAN NASABAH TERHADAP KINERJA JASA PELAYANAN DENGAN METODE IMPORTANCE & PERFORMANCE MATRIX (STUDI KASUS BANK SYARIAH MANDIRI KCP KALIURANG). Skripsi thesis, UIN SUNAN KALIJAGA YOGYAKARTA.

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Abstract

This study aims to determine the attributes - attributes dimensions of satisfaction of customer service at Bank Syariah Mandiri KCP Kaliurang, also know the attributes - attributes dimensional satisfaction of services that require priority improvement with methods importance and performance matrix at Bank Syariah Mandiri KCP Kaliurang and provide alternative strategies to improve satisfaction customer based on the importance and performance matrix. The population in this study are customers of Bank Syariah Mandiri KCP Ground. Samples taken as many as 100 respondents using purposive sampling technique. This research is a field research with quantitative approach. Analysis of the data used is the analysis of customer satisfaction index and importance - performance analysis that is shared by the first quadrant, the second quadrant, quadrant III and IV quadrant. The results showed that the attributes - attributes dimensions of satisfaction that have already been fulfilled by the customer of Bank Syariah Mandiri KCP Kaliurang in quadrant II: 1 (The ability of employees to instill customer confidence in the bank), 2 (Courtesy of employees in serving customers), 3 (Employee BSM has extensive knowledge in serving customers and is sure to BSM), 4 (Employee to provide information to customers clearly), 5 (ability of banks to provide security in use services offered), 8 (service according to the queue number), 9 (employees taking notes carefully in each transaction), 16 (the willingness of employees to assist customers who need information), 17 (the ability of employees to treat customers well when the transaction), 18 (the ability to communicate to convey information well), 20 (the ability of employees to answer customer questions satisfactorily), 22 (the employee is able to show a friendly attitude), 23 (a bank's ability to respond quickly to customer complaints), 24 (speed / alertness employees serve transactions), 25 (Employee responsiveness in serving customer transactions).

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