Penerapan Metode Importance Performance Analysis ( I P A ) untuk Menganalisis Kepuasaan Nasabah di Pt Bank Mandiri Branch Medan Pulau Pinang

Abstract

By assessing the correlation between customer perceptions and service or product quality improvement priorities, the Importance Performance Analysis (IPA) method, also known as quadrant analysis, seeks to ascertain the relationship between consumer perceptions and the aim of improving product or service quality. In order to increase customer satisfaction and service quality, Bank Mandiri Branch Medan Pulau Pinang must work beyond expectations so that customers will be happy when using the services offered by Bank Mandiri Branch Medan Pulau Pinang. As a result of this, Importance Performance Analysis (IPA), which has 25 valid qualities, is used to find out how satisfied customers are with the quality of services offered by Bank Mandiri Branch Medan Pulau Pinang. Direct questions are also asked of customers who utilize the service. The results showed that the highest conformity level for service quality was 99.98%, or security and confidentiality of customer data, and the lowest conformity level was 97.27%, or convenience and security of the location and available parking area. Because the average result is 99.76%, it can be said that all of these characteristics or attributes are above average because they are close to 100%, so it can be concluded that the suitability level of PT. Bank Mandiri Branch Medan Pulau Pinang has been effective