Authors :
Else Paulina, Sunadi, Yan Kurnia Hadi, Rusman Z. Abidin
Volume/Issue :
Volume 5 - 2020, Issue 1 - January
Google Scholar :
https://goo.gl/DF9R4u
Scribd :
https://bit.ly/2RAUoya
Abstract :
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 were analyzed through Importance
Performance Analysis (IPA) which aims to determine
the quadrant that must be corrected and to look for
GAP analysis between expectations and perceptions,
then of the thirty-five attributes included in the five
variables, there are three important things that need to
be corrected, namely the Reliability attribute (X6- Fast
queue with expectations of 2.27), Responsiveness (X12-
Teller works very meticulous and nimble in serving
customers with expectations of 2.57), Tangible (X34-
parking facilities are available with an expectation value
of 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).
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 were analyzed through Importance
Performance Analysis (IPA) which aims to determine
the quadrant that must be corrected and to look for
GAP analysis between expectations and perceptions,
then of the thirty-five attributes included in the five
variables, there are three important things that need to
be corrected, namely the Reliability attribute (X6- Fast
queue with expectations of 2.27), Responsiveness (X12-
Teller works very meticulous and nimble in serving
customers with expectations of 2.57), Tangible (X34-
parking facilities are available with an expectation value
of 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).
