Usulan Perbaikan Kualitas Pelayanan Terhadap Kepuasan Nasabah pada PT. BPR NBP 25 Tembung Menggunakan Metode Service Quality dan Quality Function Deployment

Abstract

PT. BPR X is a company engaged in services, especially banking. The problem faced by the company is that there are customer complaints related to service at this company. Where this indicates that the quality of service at the company is not good or meets the expectations of customers. Therefore, this research was conducted with the aim of analyzing the quality of service at PT. BPR X to increase customer satisfaction by reducing the number of complaints submitted by customers regarding the services received. In this study, it was necessary to collect data using open and closed questionnaire instruments. From the results of the questionnaire obtained 20 attributes of customer needs which are included in the 5 dimensions of quality, namely Tangible, Reliability, Responsiveness, Assurance, and Empathy. Furthermore, data processing is carried out using the ServQual and Quality Function Deployment methods. Through the results of the analysis obtained several attributes that must be prioritized include, complete facilities such as waiting rooms and parking lots, clean, neat and comfortable service rooms, complete brochures, employees who look neat and polite, transaction services are carried out precisely and accurately, and the bank has good reputation and the highest performing attributes and dimensions. Proposed improvements that can be given to PT. BPR X is based on priority of technical response. The technical response that is the main focus in the proposal is regular employee training and building additional infrastructure and facilities.