Analisis kepuasan nasabah terhadap kualitas pelayanan atm bri

Sarah, Agisty (2005) Analisis kepuasan nasabah terhadap kualitas pelayanan atm bri. Masters thesis, Institut Pertanian Bogor.

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Abstract

The aim of this research was to analyze the customer satisfaction toward BNI ATM services, to identify and analyze attributes which influenced to customer satisfaction toward BNI ATM services, and to formulate managerial implication for the development of customer satisfaction toward BNI ATM services. Data were obtained from 120 respondents who were registered as customers in BNI Juanda Bogor. Data analysis includes Penalty Reward Analysis., Importance Performance Analysis and Structural Equation Modeling and Customer• Satisfaction Index. There were 20 attributes that has been analyzed which are classified into five Service Quality (Servqual) dimensions. The Servqual's are Tangible, Reliability, Responsiveness, Assurance and Empathy Dimensions. The results of the study based on Penalty Reward Analysis showed that nearly every attribute that has been calculated are included to Performance category. Mean while, the Basic attribute according to customer's point of view is the location of ATM. Based on the result of Importance Performance Analysis, attribute that need to be considered are attributes that located in Underact area, which mean, the bank's management hasn't work it well but the attributes are important according to customer's perception. These attributes are include: well used BNI ATM, availability of money, the accuracy of )ournal system, and customer's privacy during transaction. The results of Structural Equation Modeling analysis which used by Linear Structural Relationship (LISREL) software showed that all components (variables) have significant correlation so that each dimension of Servqual influence to customer satisfaction. Based on its contribution toward satisfaction, dimension that has great contribution compare to other is Reliability, followed by Assurance, Responsiveness, Tangible, and Empathy. The most important attribute should be put more attention by BNI is transaction administration tariff in ATM because this attribute has the lowest contribution to satisfaction. Total of Customer Satisfaction Index toward BNI ATM services is 50,83%. The percentage showed that from one hundred customer of BNI, the proportion between satisfaction and dissatisfaction are almost equally the same.

Item Type: Thesis (Masters)
Uncontrolled Keywords: Analisis kepuasan nasabah terhadap kualitas pelayanan atm bri
Subjects: Manajemen Pemasaran
Divisions: Graduate Program of Management and Business > Perpustakaan
Depositing User: Staff-4 Perpustakaan
Date Deposited: 03 Jan 2012 01:22
Last Modified: 03 Jan 2012 01:22
URI: http://repository.mb.ipb.ac.id/id/eprint/818

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