KEPUASAN NASABAH PADA KOPERASI SIMPAN PINJAM DAN PEMBIAYAAN SYARIAH (KSPPS) DI KOTA KEBUMEN DENGAN IMPORTANCE PERFORMANCE ANALYSIS DAN MODEL KANO

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.

Preview	Text (KEPUASAN NASABAH PADA KOPERASI SIMPAN PINJAM DAN PEMBIAYAAN SYARIAH (KSPPS) DI KOTA KEBUMEN DENGAN IMPORTANCE PERFORMANCE ANALYSIS DAN MODEL KANO) HALAMAN DEPAN_BAB I_BAB V_SEPTI LAKSANAWATI_17208010005.pdf - Published Version Download (9MB) | Preview
	Text (KEPUASAN NASABAH PADA KOPERASI SIMPAN PINJAM DAN PEMBIAYAAN SYARIAH (KSPPS) DI KOTA KEBUMEN DENGAN IMPORTANCE PERFORMANCE ANALYSIS DAN MODEL KANO) BAB II_BAB III_BAB IV_SEPTI LAKSANAWATI_17208010005.pdf - Published Version Restricted to Registered users only Download (7MB)

Abstract

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.

Share this knowledge with your friends :

Actions (login required)

View Item