Analisis tingkat kepuasan pelanggan atas kualitas pelayanan PT. Bank Jatim Cabang Pembantu Rengel Tuban

Hertanto, Moh. Bambang (2013) Analisis tingkat kepuasan pelanggan atas kualitas pelayanan PT. Bank Jatim Cabang Pembantu Rengel Tuban. Undergraduate thesis, Universitas Islam Negeri Maulana Malik Ibrahim.

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Abstract

INDONESIA:

Program pelayanan nasabah (Customer Service) di suatu bank bagi para nasabahnya menyangkut faktor-faktor yang mempengaruhi penilaian nasabah atas pelayanan yang diterima seperti : penampilan dan kerapihan karyawan (bukti langsung), kemampuan karyawan dalam menanggapi masalah yang dihadapi nasabah (keandalan), kesungguhan karyawan dalam membantu nasabah (daya tanggap), profesionalisme karyawan dalam bekerja (jaminan), keramahan dan kesopanan karyawan dalam menghadapi nasabah (empati). Dari semua faktor itu bertujuan untuk Kepuasan pelanggan. Dalam meningkatkan kualitaspelayanan Bank JATIM Cabang Pembantu Rengel melalui perluasan jaringan maupun dalam bentuk kerja sama dengan lembaga lain. Dan meningkatkan kualitas pelayanannya agar para pelanggan terpenuhi harapanya sehingga pelanggan merasa puas.

Penelitian ini bertujuan untuk mengetahui tingkat kepuasan pelanggan atas kualitas layanan dalam hal ini dinilai dari lima dimensi yaitu Tangible, Reliability, Responsiveness, Assurance, dan Emphaty, yang bertujuan untuk mengetahui penerapan kualitas layanan dan tingkat kepuasan pelanggan atas kualitas pelayanan PT. Bank JATIM Cabang Pembantu Rengel.Teknik pengumpulan data dilakukan menggunakan teknik wawancara, observasi dan dokumentasi, sedangkan analisis data menggunakan analisis kualitatif.Data dikumpulkan langsung dari responden melalui wawancara kemudian dikumpulkan dan dideskripsikan berdasarkan kondisi di lapangan..

Dari hasil penelitian diketahui bahwaKualitas pelayanan yang telah diterapkan oleh Bank Jatim Cabang Pembantu Rengel terdiri dari Lima dimensi kualitas pelayanan yaitu Tangibles, Reliability, Responsiveness, Assurance dan Empathy.Dari penerapan kualitas pelayanan tersebut telah sesuai dengan standar yang ditetapkandan Penerapan kualitas layanan sudah sesuai dengan harapan pelanggan bahkan beberapa sudah melebihi harapan. Sehingga pelanggan sudah merasa puas dengan kualitas pelayanan yang diberikan.

ENGLISH:

A bank’s Customer Service Program done for its customers is related to the factors that influence the customers’ appraisal upon the service achieved such as: Employees’ appearance and neatness (direct evidence), employees’ ability in solving the customers’ problem (reliability), the employees’ earnestness in helping customers (responsiveness), employees’ professionalism in working (guarantee), and employees’ hospitality and politeness in facing customers (empathy). All of those factors are aimed for customers’ satisfactory. In increasing service quality, Bank Jatim’sRengel Branch do network expansions or cooperation with other institutions. It also improves its service quality in order to fulfill the customers’ expectation so that they can be satisfied.

This research aims to find the customers’ satisfactory level toward the service quality. It is assessed in five dimensions: Tangible, Reliability, Responsiveness, Assurance, and Empathy,which aim to discover the service quality application and customers’ satisfactory level toward the service quality of PT. Bank Jatim’sRengel Branch. The data collection technique is executed by using interview, observation and documentation technique, meanwhile, qualitative analysis is employed as the data analysis. The data are directly collected from respondents through interview which are then collected and described based on the field’s condition.

From the research result, it is known that service quality applied by Bank Jatim’sRengel Branch contains five quality service dimensions namely Tangible, Reliability, Responsiveness, Assurance and Empathy. Those service quality applications are already appropriate with the applied standard. The service quality application also already fulfills the customers’ satisfaction, moreover, some of them are more than the expectation. Thus, the customers already feel satisfied with the service given.

Item Type: Thesis (Undergraduate)
Supervisor: Rahayu, Yayuk Sri
Keywords: Kualitas Pelayanan; Tangible; Reliability; Responsiveness; Assurance; Emphaty; Kepuasan Pelanggan; Quality Control; Tangible; Reliability; Responsiveness; Assurance; Emphaty; Customers’ S ati sfactor y
Subjects: 15 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 1505 Marketing > 150505 Marketing Research Methodology
Departement: Fakultas Ekonomi > Jurusan Manajemen
Location: 150505
Depositing User: Indar Erdiana
Date Deposited: 09 Oct 2015 03:29
Last Modified: 09 Oct 2015 03:29
URI: http://etheses.uin-malang.ac.id/id/eprint/2386

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