relation: https://digilib.uin-suka.ac.id/id/eprint/40707/
title: KEPUASAN NASABAH PADA KOPERASI SIMPAN PINJAM  DAN PEMBIAYAAN SYARIAH (KSPPS) DI KOTA KEBUMEN  DENGAN IMPORTANCE PERFORMANCE ANALYSIS DAN  MODEL KANO
creator: SEPTI LAKSANAWATI, NIM. 17208010005
subject: Ekonomi Syariah
description: Jasa Koperasi Simpan Pinjamdan Pembiayaan Syariah  (KSPPS) for access to finance, both funding and financing are now  needed by many people in the city of Kebumen. Therefore, customer  satisfaction is now an important matter for KSPPS in the city of  Kebumen. This study aims to examine whether KSPPS service quality  in Kebumen City has been able to provide satisfaction to its  customers. Measuring the Service Quality (SERVQUAL) dimension  using the integration of Importance Performance Analysis (IPA) and  Kano models this study aims to find out the priority attributes for  improvement, and efforts that can be made to improve those  attributes.  The results of the measurement of tangible, reliability,  responsiveness, assurance, and empaty variables as a whole the  average value of the performance level is smaller than the value of the  average level of interest that shows the value gap on all service  quality factors that the customers expectation has not been fulfilled by  KSPPS in Kebumen City so that it can be gathered that the dimensions  of service quality have not yet given satisfaction to customers in the  KSPPS of Kebumen City.  Then after integration of the IPA model and the KANO model  there are attributes that need priority to be improved, namely  attributes of operational hours (A5), service according to the queue  number (A7), employee politeness in serving customers (A15), and  employees able to provide information to customers clearly (A16).  These attributes entered into quadrant I after being analyzed using the  IPA method, and entered into attractive categories and onedimensional categories in Kano's analysis.
date: 2019-06-10
type: Thesis
type: NonPeerReviewed
format: text
language: id
identifier: https://digilib.uin-suka.ac.id/id/eprint/40707/1/HALAMAN%20DEPAN_BAB%20I_BAB%20V_SEPTI%20LAKSANAWATI_17208010005.pdf
format: text
language: id
identifier: https://digilib.uin-suka.ac.id/id/eprint/40707/2/BAB%20II_BAB%20III_BAB%20IV_SEPTI%20LAKSANAWATI_17208010005.pdf
identifier:   SEPTI LAKSANAWATI, NIM. 17208010005  (2019) KEPUASAN NASABAH PADA KOPERASI SIMPAN PINJAM DAN PEMBIAYAAN SYARIAH (KSPPS) DI KOTA KEBUMEN DENGAN IMPORTANCE PERFORMANCE ANALYSIS DAN MODEL KANO.  Masters thesis, UIN Sunan Kalijaga Yogyakarta.