TY  - THES
N1  - Dr. MisnenArdiansyah, SE, M.Si., Ak., Ca., ACPA.
ID  - digilib40707
UR  - https://digilib.uin-suka.ac.id/id/eprint/40707/
A1  - SEPTI LAKSANAWATI, NIM. 17208010005
Y1  - 2019/06/10/
N2  - 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.
PB  - UIN Sunan Kalijaga Yogyakarta
KW  - SERVQUAL
KW  -  Importance Performance Analysis
KW  -  KANO
Mode
M1  - masters
TI  - KEPUASAN NASABAH PADA KOPERASI SIMPAN PINJAM
DAN PEMBIAYAAN SYARIAH (KSPPS) DI KOTA KEBUMEN
DENGAN IMPORTANCE PERFORMANCE ANALYSIS DAN
MODEL KANO
AV  - restricted
EP  - 230
ER  -