Analysis of Customer Satisfaction with Importance Performance Analysis (IPA) Method in One of the Banking Industries

Authors : Marcely Susanty, Tri Wahyu Ningsih, Muhammad Faizin Rissa

Volume/Issue : Volume 4 - 2019, Issue 7 - July

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This research was motivated by the lack of customer satisfaction with the services provided by the banks as a result of lack of professionalism in providing services. For industries engaged in services in this case banking, customer satisfaction is one of the important factors in creating customer relationships and trust. At PT. Bank ABC has not been maximized in satisfying customers for this reason, the variables measured are Reliability, Responsiveness, Assurance, Empathy, Tangible, which are analyzed through Importance Performance Analysis (IPA) so that thirty-five attributes are included in the five variables there are three important things that need to be corrected, namely the Reliability attribute (X6- Fast queue with expectation value 2.27), Responsiveness (X12-Teller works very carefully and skillfully in serving customers with expectations of 2.57), Tangible (X34-parking facilities available with expectation value 2.53). While from the gap analysis between actual performance and expectations, it can be seen that the trust performance of PT. Bank ABC has not surpassed customer expectations because of the perception of 52% but expectations of 63%.

Keywords : Reliability, Responsiveness, Assurance, Empathy, Tangible, Importance Performance Analysis (IPA).


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