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Analisis Kualitas Pelayanan Terhadap Kepuasan Nasabah (Studi Kasus BNI Syariah cabang Karawang)

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In this thesis focused on the impact of service quality on customer satisfaction in BNI Syariah Branch office at Karawang. In the business world the competition is commonplace. Thus the quality of these services is one of the factors that influence customer satisfaction. Assess the bank's service quality is not enough just to compare performance against service standards, but also to be seen in terms of customer perception. Because, the quality of service is what is appropriate or not suitable with the wishes of customers that match the desire of bank’s manager. Sometimes the manager stated that he had tried to give the best to our customers. But it turns out the things that have been done are not always in accordance with customer expectations was the one causing the gap between the perception and the perception of managers in assessing customer service quality.
Gap between the bank and the customer's perception should be measured so that there is a match so that banks are not doing service in vain for one of prioritizing services that are really needed by the customers. Dimensions used were reliability, tangible, responsiveness, assurance, and empathy towards customer satisfaction. Thus the method used in this study is the method of Importance-Performance Analysis (IPA) to measure the attributes of what should be put forward by the bank and the Customer Satisfaction Index (CSI) to measure the level of customer satisfaction.
From the results of this study found the average compliance rate of 97.25% means between what customers expect is "Highly Match". Based on the calculation method of CSI, the level of customer satisfaction BNI Syariah Branch office at Karawang at 87.43%. This number indicates that customer satisfaction BNI Syariah Branch office at Karawang is in the category "Very Satisfied" (81% -100%).
Kata kunci :
CSI, IPA, Service quality, Syariah Banking

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Series Title

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Call Number

REF 658.8 BAH a

Publisher

Bogor : STEI Tazkia., 2013

Collation

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Language

Indonesia

ISBN/ISSN

NIM.0913.070

Classification

658.8

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Statement of Responsibility

Sidik Bahari

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