UI - Tesis (Membership) :: Kembali

UI - Tesis (Membership) :: Kembali

Analisis manajemen kualitas pada layanan berbasis kartu dengan menggunakan pendekatan total quality management di Bank XYZ = Analysis of quality management in card based transaction using total quality management approach at Bank XYZ

Manalu, Dame Reiny Elvrida; Harahap, Muslim Efendi, supervisor; Setyo Hari Wijanto, examiner; Rizqiah Insanita, examiner ([Fakultas Ekonomi dan Bisnis Universitas Indonesia, Fakultas Ekonomi dan Bisnis Universitas Indonesia], 2014)
 Abstrak
[Penyediaan Layanan Transaksi Berbasis Kartu menjadi salah satu perhatian Bank seiring dengan perkembangan kebutuhan transaksi perbankan yang mengharuskan tersedianya layanan kartu yang terhubung dengan pihak lain seperti bank lain, penjual produk atau jasa maupun biller (penyedia layanan penagihan) secara online. Penyediaan fitur layanan menjadi sarana bagi bank untuk mempertahankan nasabahnya. Selain itu Layanan Transaksi Berbasis Kartu juga menjadi salah satu
sumber pendapatan bagi bank dengan adanya Pendapatan melalui Biaya Transaksi (Fee-Based Income). Tesis ini membahas tentang manajemen kualitas layanan pada Transaksi Berbasis Kartu dengan menggunakan Total Quality Manajemen. Analisis
dilakukan pada Proses Bisnis untuk penyediaan layanan, Tingkat Ketersediaan Layanan (Availability Rate) dan Tingkat Kesuksesan Transaksi (Approval Rate). Analisis dengan menggunakan beberapa tool pada manajemen kualitas yaitu Diagram Pareto, Flow Chart, Control Limit dan Failure Mode and Effect Analysis (FMEA). Dari analisis diketahui seberapa besar faktor-faktor penyebab berkontribusi terhadap terjadinya ketidaktersediaan layanan dan kegagalan transaksi. Analisis FMEA menunjukan proses apa saja yang memiliki resiko yang tinggi dari keseluruhan proses yang terjadi untuk penyediaan layanan ini.

To provide Card-Based Transaction Service should be one of the Bank's concerns, due to growth in needs of the cards transactions that require the availability of the
service to be connected with other parties such as other banks, sellers of products or services and biller service provider. The provision of service features is needed to
retain customers. Moreover, Card-Based Transaction Services also become a source of income for banks which is by revenue through transaction fee (Fee-Based Income). This thesis discusses the management of service quality on Card-Based Transactions using Total Quality Management. Analysis is done on Business Processes for the provision of services, level of Services Availability (Availability Rate) and
Transactions Failure Rate (Approval Rate). Analysis is using some of tools in quality management they are Pareto Diagram, Flow Chart, Control Limit and Failure Mode and Effect Analysis (FMEA). Analysis define how much of the causal factors contribute to the occurrence of non-availability of the services and transaction failure. FMEA Analysis showed high risk processes in the provision of these services. To provide Card-Based Transaction Service should be one of the Bank's concerns, due to growth in needs of the cards transactions that require the availability of the service to be connected with other parties such as other banks, sellers of products or services and biller service provider. The provision of service features is needed to retain customers. Moreover, Card-Based Transaction Services also become a source of income for banks which is by revenue through transaction fee (Fee-Based Income). This thesis discusses the management of service quality on Card-Based Transactions
using Total Quality Management. Analysis is done on Business Processes for the provision of services, level of Services Availability (Availability Rate) and Transactions Failure Rate (Approval Rate). Analysis is using some of tools in quality management they are Pareto Diagram, Flow Chart, Control Limit and Failure Mode and Effect Analysis (FMEA). Analysis define how much of the causal factors contribute to the occurrence of non-availability of the services and transaction failure. FMEA Analysis showed high risk processes in the provision of these services., To provide Card-Based Transaction Service should be one of the Bank's concerns,
due to growth in needs of the cards transactions that require the availability of the
service to be connected with other parties such as other banks, sellers of products or
services and biller service provider. The provision of service features is needed to
retain customers. Moreover, Card-Based Transaction Services also become a source
of income for banks which is by revenue through transaction fee (Fee-Based Income).
This thesis discusses the management of service quality on Card-Based Transactions
using Total Quality Management. Analysis is done on Business Processes for the
provision of services, level of Services Availability (Availability Rate) and
Transactions Failure Rate (Approval Rate). Analysis is using some of tools in quality
management they are Pareto Diagram, Flow Chart, Control Limit and Failure Mode
and Effect Analysis (FMEA). Analysis define how much of the causal factors
contribute to the occurrence of non-availability of the services and transaction failure.
FMEA Analysis showed high risk processes in the provision of these services]
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No. Panggil : T-pdf
Pengarang :
Pengarang/kontributor lain :
Subjek :
Penerbitan : Depok: [Fakultas Ekonomi dan Bisnis Universitas Indonesia, Fakultas Ekonomi dan Bisnis Universitas Indonesia], 2014
Program Studi :
Naskah Ringkas :
Sumber Pengatalogan : LibUI ind rda
Tipe Konten : text rda content
Tipe Media : computer
Tipe Carrier : online resource
Deskripsi Fisik : xvi, 102 pages : illustration ; appendix
Catatan Bibliografi : pages 101-102
Lembaga Pemilik : Universitas Indonesia
Lokasi : Perpustakaan UI
  • Ketersediaan
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No. Panggil No. Barkod Ketersediaan
T-pdf 15-22-51013749 TERSEDIA
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