Analisis Kepuasan Nasabah Atas Dimensi Kualitas Pelayanan Bank Syariah Mandiri Malang

ANALISIS KEPUASAN NASABAH ATAS DIMENSI KUALITAS PELAYANAN BANK SYARIAH MANDIRI MALANG
Ikfi Akmalia
Bank Mandiri
E-mail: lyha_amalya@yahoo.com
ABSTRACT

The purpose of this study is to know the customers satisfaction of service quality by the Bank Syariah Mandiri Malang. A satisfaction index (IKP) and Cartesians Diagram is used to analyze the customer satisfaction of service quality. 16 indicators are used for the IKP, where 9 indicators that represents customers satisfaction, while 7 indicators dissatisfaction. According to this index, 56% of customers are satisfied, while 43% are not. From the result of calculation above, it can be concluded based on the Cartesians Diagram that the satisfaction quality dimensions (Tangible, Reliability, Responsiveness, Assurance) in quadrant A, that there needs to be a decrease in service time for queues. For the Cartesians diagram in the category C, lower priority is given to accurate recording system free from error, employees who gives personal attention to customers, and also a company that truly cares about the interests of each customers. For Cartesians diagram result in category D is employees who understand the specific needs of customers, employees who are always being polite to customers, readiness to respond to customer demand, willingness to help customers, and the use of modern technology.

Keywords: service quality, customer’s satisfaction