H e r m i t a, .
ANALISIS KEPUASAN NASABAH TABUNGKU BANK ECA.
Masters thesis, Institut Pertanian Bogor .
The purpose of this analysis is to get knowledge on the customer's satisfaction with Tabungku, to identify the relations between demographic characteristic and satisfaction, and to provide alternative recommendation in a bid to apply a customer satisfactorily strategy.
It is conducted by distributing questionnaire to respondents by using Bank ECA Consultant. The number of respondent is divided into 575 customer of Bank ECA and 275 customer of competitive bank, age between 17 - 60 years is nine big cities in Indonesia including Jabotabek, Bandung, Semarang, Yogyakarta, Surabaya, Denpasar, Makassar, Palembang and Medan. Attribute analyzed includes product, empathy.
responsiveness. reliability, assurance and tangible. Method use in this study is crossed tabulation analysis between demographic factor and satisfactory with product, service quality, information giving and easiness in transaction, gap analysis between the importance and performance and Importance Performance Analysis which result can be reflected in a carouse diagram consisting of four quadrants A (first priority), quadrant B (maintained, quadrant C (low priority and quadrant D (excessive promptly). Based oil the result of the study by using a crossed tabulation, it appears that customers who are satisfactory with Bank ECA is women age between 17 - 25 years with married status, who are working employee and location at Jabotabek. The result of gap analysis between the importance and performance, the widest gap lies within responsiveness attribute. While the result of the study by using Importance Performance Analysis, it appears that responsiveness attribute represents the first priority which must promptly be corrected by management, because of a wide gap lying between the customer and performance by the Bank ECA.
in consideration of the result of the above study, based of the result of gap arid carouse diagram. responsiveness attribute must constitute the first priority which must be executed. And those coming under responsiveness attribute which must promptly be corrected includes the queue of customer, money be transferred quickly, instantly service and simple procedure. To cope this, the management must revise the standard service, review the policy on the existing procedure
Thesis or Disertation
||Tabungku, Prilaku Konsumen, Kepuasan Nasabah, Importance Performance Analysis
||07 Jan 2012 01:14
||07 Jan 2012 01:14
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