Analisis Kualitas Pelayanan Bank Terhadap Kepuasan Nasabah Pada PT. Bank Papua Kantor Cabang Thamrin City Jakarta

Towansiba, Marcellindo Rian David (2021) Analisis Kualitas Pelayanan Bank Terhadap Kepuasan Nasabah Pada PT. Bank Papua Kantor Cabang Thamrin City Jakarta. S1 thesis, Universitas Kristen Indonesia.

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Abstract

Penelitian ini bertujuan untuk mengkaji pengaruh variabel kualitas pelayanan bank terhadap kepuasan nasabah. Penelitian dilakukan pada Pt Bank Papua kantor cabang Thamrin City Jakarta. Metode dalam menilai kepuasan nasabah menggunakan analisis SERVQUAL atau analisis gap. Pengumpulan data pada penelitian ini menggunakan Kusioner yang diberikan kepada 100 sampel dengan unit analisis menggunakan analisis regresi. Berdasarkan hasil analisis membuktikan bahwa secara simultan dimensi CARTER yang terdiri dari compliance, assurance, reliability, tangibles, empathy, dan responsiveness berpengaruh signiikan terhadap kepuasan nasabah. Analisis servqual menunjukkan bahwa dari keseluruhan instrumen dimensi CARTER terdapat kesenjangan atau gap antara harapan nasabah dengan kualitas pelayanan. Analisis diagram kartesius menunjukkan bahwa ada beberapa hal yang perlu diprioritaskan untuk diperbaiki oleh Bank Papua Cabang Thamrin City Jakarta, antara lain adalah tentang: sistem tabungan, ketepatan waktu pelayanan seperti yang telah dijanjikan, ketersediaan ATM, Peralatan yang digunakan, hubungan antara pegawai dengan nasabah, perhatian personal bank kepada nasabah, dan respon customer service dalam menanggapi keluhan nasabah. Kata Kunci: Kualitas Pelayanan, Kepuasan Nasabah / This study aims to examine the effect of bank service quality variables on customer satisfaction. The research was conducted at Pt Bank Papua Thamrin City Branch Jakarta. Methods in assessing customer satisfaction using SERVQUAL analysis or gap analysis. Data collection in this study using a questionnaire given to 100 samples with the analysis unit using regression analysis. Based on the results of the analysis proves that simultaneously the CARTER dimension consisting of compliance, assurance, reliability, tangibles, empathy and responsiveness has a significant effect on customer satisfaction. Servqual analysis shows that of all the CARTER dimension instruments, there is a gap between customer expectations and service quality. Cartesian diagram analysis shows that there are several things that need to be prioritized to be improved by Bank Papua Thamrin City Jakarta Branch, including: savings system, timeliness of services as promised, availability of ATMs, equipment used, the relationship between employees and customers, the bank's personal attention to customers, and customer service responsiveness in responding to customer complaints. Keywords: Service Quality, Customer Satisfaction

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