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


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

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).

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