Mesuring Customer Satisfaction Using QFD and IPA Methods In Bank Service
Pengukuran Kepuasan Nasabah Dengan Metode QFD dan IPA pada Jasa Bank
DOI:
https://doi.org/10.21070/ups.5042Keywords:
Service quality, Customer satisfaction, IPA and QFDAbstract
The banking industry plays a crucial role in the national economy. Bank XYZ, a leading conventional bank, faceda decline in customer numbers from February to April 2023. This research aims to improve service quality to maintain customer satisfaction and loyalty. The study employs Important Performance Analysis (IPA) to determine service attributes and Quality Function Deployment (QFD) to process selected attributes and identify technical responses. The research results provide a prioritized list of attribute improvements and technical responses that can be used as considerations for enhancing Bank XYZ's service quality and customer satisfaction. By focusing on these improvements, the bank can address the recent decline in customers and strengthen its position in the competitive
banking sector. This approach not only helps Bank XYZ adapt to current economic conditions but also ensures it meets evolving customer needs, potentially leading to increased customer retention and attraction of new clients
Downloads
References
W. Sari and N. Wening, “Analisis Kinerja Pelayanan , Kepuasan Nasabah Terhadap Loyalitas Nasabah BRI Kangean,” J. Manaj. Sos. Ekon., vol. 2, no. 1, pp. 11–19, 2022.
C. M. Zavira, D. Ismoyowati, and H. Yuliando, “Korean Restaurants’ Consumer Needs Based on Marketing Mix Through the Kano Model,” Agraris, vol. 9, no. 1, pp. 129–149, 2023, doi: 10.18196/agraris.v9i1.184.
H. Herman, E. Amrina, and M. A. Bora, “Penerapan Quality Function Deployment Dalam Peningkatan Kualitas Layanan Perpustakaan Perguruan Tinggi,” Sigma Tek., vol. 5, no. 1, pp. 001–011, 2022, doi:10.33373/sigmateknika.v5i1.4090.
A. A. Purwati, Z. Mustafa, and M. M. Deli, “Management Information System in Evaluation of Bca Mobile Banking Using Delone and Mclean Model,” J. Appl. Eng. Technol. Sci., vol. 2, no. 2, pp. 70–77, 2021, doi: 10.37385/jaets.v2i2.217.
L. N. Agia and H. Nurjannah, “Analisis Kualitas Layanan Bank Syariah Indonesia Menggunakan Importance Performance Analysis,” vol. 5, pp. 1570–1574, 2022.
N. Muslikin, “Analisis Kualitas Layanan Dengan Metode Quality Function Deployment ( Qfd ) Pada Industri Jasa Pemeliharaan Material,” J. Ind. Eng. Manag. Res., vol. 3, no. 4, pp. 223–235, 2022.
R. Novendra, N. Jalinus, Waskito, Afriansyah, and A. Rasfira, “User Satisfaction Analysis of Service Quality of Dapodik Applications (Educational Data) Using Servqual Method,” J. Appl. Eng. Technol. Sci.,vol. 3, no. 2, pp. 190–194, 2022, doi: 10.37385/jaets.v3i2.790.
M. Sarfraz, M. I. Abdullah, S. Arif, J. Tariq, and I. Ozturk, “How Corporate Social Responsibility Enhance Banking Sector Customer Loyalty in Digital Environment? An Empirical Study,” Etikonomi, vol. 21, no. 2, pp. 335–354, 2022, doi: 10.15408/etk.v21i2.24548.
M. F. Ardiansyah and I. A. . Wulandari, “Penentuan Dalam Pemilihan Ekspedisi Menggunakan Metode Analytic Processes Network dan Dynamic Programming,” vol. 6, no. 2, pp. 347–356, 2024.
R. Rosmanda, Mubarokah, and N. I. Pawan, “ANALYSIS OF FACTORS INFLUENCING THE USE OF ECOMMERCE FOR,” vol. 34, no. April, pp. 166–177, 2024.
F. R. Wilujeng and G. D. Rembulan, “Model QFD dan IPA 2 Dimensi Pada Pelayanan Pasien Covid-19 Di RSDC Wisma Atlet DKI Jakarta Guna Meningkatkan Kualitas Layanan Kesehatan,” Raden Ario Damar, vol. 7, no. 1, pp. 55–62, 2021.
M. P. Prayetno, T. Chandra, and R. Putra, “Service Quality Analysis Of Business Consultants Using IPA And CSI Methods (Case Study On CV. ABC),” Manag. Stud. Entrep. J., vol. 4, no. 2, pp. 1802–1817, 2023.
Wahju Wibowo and Imam Nuryanto, “Analisis Kualitas Pelayanan Publik dengan Metode Integrasi Servqual dan Diagram Kartesius,” E-Bisnis J. Ilm. Ekon. dan Bisnis, vol. 15, no. 1, pp. 195–200, 2022, doi: 10.51903/ebisnis.v15i1.808.
R. Alfatiyah and S. Bastuti, “Improving the Quality of Service Using the IPA and PGCV Methods at BPJS Kesehatan, South Tangerang,” J. Ilm. Tek. Ind., vol. 22, no. 1, pp. 25–32, 2023, doi:10.23917/jiti.v22i1.21685.
N. N. D. Putri, T. Pujianto, and R. Kastaman, “Penerapan Metode Quality Function Deployment (QFD) yang Terintegrasi Metode Servqual untuk Meningkatkan Kepuasan Konsumen dalam Kualitas Pelayanan di Inaka Coffee,” J. Ekon. Pertan. dan Agribisnis, vol. 5, no. 4, pp. 1037–1050, 2021, doi: 10.21776/ub.jepa.2021.005.04.7.
M. Hilman and R. G. P. Ningrat, “Pengembangan Produk Kripik Dengan Metode Quality Function Deployment Pada Usaha Kecil Menengah (Ukm) Makmur Abadi Di Kabupaten Ciamis,” J. Ind. Galuh, vol.5, no. 2, pp. 82–91, 2023, doi: 10.25157/jig.v5i2.3307.
S. L. N. Putri, A. Sutrisni, and C. Punuhsingon, “Penerapan Metode Quality Function Deployment Untuk Pengembangan Desain Produk,” Ind. Inov. J. Tek. Ind., vol. 10, no. 1, pp. 1–9, 2020.
A. T. Wahyuni, T. Sd, and R. Fitriana, “Peningkatan Kualitas Pelayanan Bank BJB KCP Fatmawati Menggunakan Metode Service Quality , Six Sigma dan Quality Function Deployment,” vol. 13, no. 3, pp.211–222, 2023.
I. Rusi, “Evaluasi Kebergunaan E-Learning Menggunakan Dimensi Usability Dan Metode Importance Performance Analysis (Ipa),” Zo. J. Sist. Inf., vol. 4, no. 2, pp. 132–143, 2022, doi:10.31849/zn.v4i2.10961.
E. Yulianti and T. Umbara, “ANALISIS KEPUASAN PELANGGAN TERHADAP KUALITAS PELAYANAN DENGAN METODE IMPORTANCE PERFORMANCE ANALYSIS,” J. TERKNOIF, vol. 8, no. 2, pp. 78–86, 2020, doi: 10.21063/jtif.2020.v8.2.78-86.
D. Pranitasari and A. N. Sidqi, “Analisis Kepuasan Pelanggan Elektronik Shopee menggunakan Metode EService Quality dan Kartesius,” J. Akunt. dan Manaj., vol. 18, no. 02, pp. 12–31, 2021, doi:10.36406/jam.v18i02.438.
A. Alam, Harun, N. M. Sholihah, and A. Nurrahman, “Evaluasi Program Pemberdayaan Usaha Mikro Kecil dan Menengah (UMKM) LAZISMU Magetan dengan Pendekatan Diagram Kartesius,” Al Muzara’Ah, vol. 9,no. 2, pp. 147–165, 2021, doi: 10.29244/jam.9.2.147-165.
A. Yuliana and U. Rinaldi, “IKM DAN DIAGRAM KARTESIUS : KUALITAS PELAYANAN PDAM KOTA PONTIANAK PADA MASA PANDEMI COVID-19,” J. Ekon. Integr., vol. 11, no. 2, pp. 99–113,
A. A. Prihatiningrum and E. Zuraidah, “Analisa Kualitas Layanan Aplikasi Mobile Banking pada Nasabah Bjb Cabang Tangerang Menggunakan Metode Servqual,” J. Inf. Syst. Res., vol. 3, no. 4, pp. 367–373, 2022, doi: 10.47065/josh.v3i4.1653.
R. Lestari, S. Wardah, and K. Ihwan, “Analisis Pengembangan Pelayanan Jasa Tv Kabel Menggunakan Metode Quality Function Deployment (Qfd),” JISI J. Integr. Sist. Ind., vol. 7, no. 1, p. 57, 2020, doi:10.24853/jisi.7.1.57-63.
Cohen, “Quality Fuction Deployment: How to Make QFD Work for You,” Addison We., Co.,Massachusetts, 1995.
H. N. Cahya and Windasari, “QUALITY FUNCTION DEPLOYMENT SEBAGAI UPAYA PENINGKATAN KUALITAS PELAYANAN PT KAI DI ERA PANDEMI COVID-19 Tugas Percepatan Penanganan Covid-19 mengenai Kriteria serta Persyaratan Perjalanan Orang selama Masa Adaptasi Kebiasaan Baru Menuju Masyarakat Produkt,” J. Din. Ekon. dan Bisnis, vol. 18, no. 2, p. 145, 2021.
A. Fadilah, dan Muslimin, P. Studi Manufaktur, J. Teknik Mesin, P. Negeri Jakarta, and J. G. A Siwabessy, “Perancangan Jig dan Fixture dengan Sistem Rotary untuk Proses Welding Stiffener Pada Crossmember Rear Menggunakan Metode QFD,” Pros. Semin. Nas. Tek. Mesin Politek. Negeri Jakarta, pp. 356–365, 2022
Downloads
Additional Files
Posted
License
Copyright (c) 2024 UMSIDA Preprints Server
This work is licensed under a Creative Commons Attribution 4.0 International License.
