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SUMMARY

PENINGKATAN KUALITAS LAYANAN JASA PERBANKAN


MENGGUNAKAN ANALISA SERVQUAL DAN QUALITY FUNCTION
DEPLOYMENT
THE ENHANCEMENT OF BANKING SERVICE QUALITY USING SERVQUAL AND QUALITY FUNCTION
DEPLOYMENT ANALYSIS
Created by KARTIKASARI, VETTY

Subject : Pelayanan pelanggan

Keyword : : Kualitas; QFD; Produk Dan Layanan Bank N; Quality; QFD; product and banking service.

Description :
Kompleksitas persaingan pada jasa layanan perbankan menyebabkan setiap perusahaan
harus selalu berusaha meningkatkan kualitas produknya agar kepuasan pelanggan dapat terwujud.
Tidak lerkecuali perusahaan peibankan PT N Tbk Kualitas layanan yang ingin dipenuhi hams
dilihat dan sudut pandang nasabah bank. Peran dan tanggungjawab, divisi dan manajer harus
dilihat dari sudut pandang untuk mencapai kepuasan nasabah karena nasabah bank merupakan
penilai terakhir dari kualitas layanan sehingga prioritas utama dalam jaminan kualitas adalah
memiliki piranti yang handal dan sahih mengenai penilaian konsurnen terhadap perusahaan.
Dalam rangka mewujudkan visi Bank "N" tahun 2007, yaitu menjadi lima bank terbesar di
Indonesia dan merebut kembali prestasi sebagai bank dengan pefayanan terbaik versi MRI
(Marketing Research Indonesia) periode 2004 yang telah direbut bank Danamon. Dari latar
belakang tersebuf manajemen bank N berusaha melakukan peningkatan kualitas layanan jasa
perbankan. Serta merumuskan strategi pemasaran yang tepat dalam mewujudkan visi 2007.
Penelitian yang dilakukan pada layanan Bank N ini bertujuan untuk mengetahui
kinginan nasabah terhadap layanan bank N dan mencoba memberi rekomendasi tentang layanan
yang diinginkan Sebagai pembanding diambil data dari dua bank lain yaitu BCA dan Danamon.
Adapun metoda yang digunakan disini adalah metoda Quqlity Function Deployment,
dimana metoda pengumpulan datanya dengan cara wawancara dan branstroming, yang
menggunakan alat ukur kuesioner. Setelah mengetahui Voice of customer layanan bank N dapat
ditentukan aspek apa saja dari produk yang perlu mendapatkan penenekanan selama melakukan
pengembangan. Kemudian, ditentukan suatu cara untuk menterjemahkan keinginan dari
konsurnen itu terwujud. Hubungan antara atribut keburuhan nasabah dengan tanggapan teknik
perusahaan dapat memunculkan atribut yang akan diproritaskan perbaikannya.
Hasil dari penelitian ini, menunjukkan bahwa prioritas perbaikan yang hams dilakukan
oleh manajemen bank adalah dengan melakukan pendekatan kepada konsurnen atau nasabah bank
N Disamping itu, pihak manajemen perlu membuat suatu prograrn. pelatihan secara periodik
untuk customer service representatif-nya, dalam hat melayani konsurnen atau nasabah bank
dengan baik dan cepat.

Description Alt:
Competition complexities on banking service have caused every company trying to
increase its quality of products in order to satisfy customer needs, and this also include
banking company such as PT N Tbk. Service quality must be seen from customer
satisfactory point of view, therefore the role and responsibility of divisions and manager
must be seen from point of view to fulfill customers' satisfaction because customers are

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the end appraise of service quality hence main priority of service quality is to have valid
and reliable tool of appraising customer needs.
In order to realize the vision of Bank N in 2007, becoming the big five banks in Indonesia
and regaining the so-called bank with best quality of service version of MRI (Marketing
Research Indonesia) in which in 2004 was achieved by Danamon Bank. On that account,
management of N Bank has tried to enhance banking service quality and formulate the
right marketing strategy in order to realize 2007 vision.
This research aims at finding out customers' needs of N Bank service and trying to
provide recommendation of expected service. For comparative study, data from two
banks (i.e. Bank and Danamon) was taken into consideration.
The method used in this work was method of QFD (Quality Function Deployment), in
which method of data collection was through interviewing and brainstorming, using
questionnaire tool. By knowing voice of customers on banking service, it can be decided
enhancement of product aspects during process of development. Furthermore, a method
to comprehend customers' needs is formulated. Correlation between customer needs and
management reaction can determine improvement priority attribute.
Output of the work indicates that priority of improvement must be carried out by bank
management by persuasive approach to customers. In additions, management has to se
periodical training program for its CSR (Customer Service Representative), in order to
give quick and good quality of banking service.

Contributor : Dr. Ir. Patdono Suwignjo, M.Eng.Sc, Ir. Arman Hakim Nasution, M.Eng.

Date Create : 24/12/2006

Type : Text

Format : pdf; 101 pages

Language : Indonesian

Identifier : ITS-Master-3100003018397

Collection : 3100005026337

Call Number : 658.812 Kar p

Source : Theses Quality Design RTI 658.812 Kar p,2005

COverage : ITS Community only

Right : Copyright @2005 by ITS Library. This publication is protected by copyright and permission
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