Tesis ini membahas mutu pelayanan PT. Bank syariah Mandiri Kantor Cabang Pembantu Jakarta Pasar Minggu (KCP PT. BSM) pada bulan Juli 2012. Penelitian adalah penelitian kuantitatif dengan desain deskriptif menggunakan metode servqual. Pengumpulan data primer dilakukan melalui survei dengan responden sebanyak 101 orang. Analisis Servqual (service quality) terdiri dari 5 dimensi yaitu tangibles (bukti langsung), reliability (kehandalan), responsiveness (daya tanggap), assurance (jaminan) dan empathy (empati). Hasil pengolahan data terhadap tingkat kepuasan dari kualitas pelayanan KCP PT. BSM Pasar Minggu dengan metode Servqual diperoleh dimensi tangibles (bukti langsung), reliability (kehandalan), responsiveness (daya tanggap), assurance (jaminan) dan empathy (empati) secara berturut-turut sebesar 91,44%, 93,67%, 95,64%, 96,32%, dan 96,37%. Hasil tersebut cukup dapat menjelaskan nilai yang diperoleh PT. BSM tahun 2013 dari pengukuran lembaga riset sebesar 82,72%, yang menandakan bahwa kualitas pelayanan PT.BSM secara umum baik. Nasabah KCP PT. BSM memiliki tingkat kepuasan tertinggi dengan metode Servqual pada dimensi empati dan kepuasan terendah pada dimensi tangible. Atribut yang sangat penting untuk ditingkatkan, yaitu gedung kantor bank selalu bersih dan nyaman, pegawai bank selalu tepat dalam memenuhi janji kepada nasabah, pegawai memahami produk bank dengan baik (termasuk risiko, keuntungan bank, dan biaya), dan penyimpanan dokumen pegawai secara baik dan benar.
The thesis discuss about service quality of PT. Bank Syariah Mandiri Pasar Minggu Sub Branch Office (KCP Pasar Minggu) at July 2012. This research is quantitative with decriptive design use servqual methode. This research collected prime data by survey with 101 responden. Servqual analysis consist of five dimension such as tangibles, reliability, responsiveness, assurance, and empathy. The result of processing data about degree of satisfaction from service quality for each dimension are 91,44%, 93,67%, 95,64%, 96,32%, dan 96,37%. That result is quiet explain about score that received by PT. Bank Syariah Mandiri entering the global competition. The challenge faced by PT. BSM at 2013 from is that it research institution about 82,72%, that indicated the service quality of PT.BSM generally is good. The costumer PT. BSM Sub Branch Office had highest satisfaction with Servqual Method (service quality) for empathy dimension and the lowest satisfaction for tangible dimension. There are atribute that are important to be increase in service quality, such office building that are clean and comfort, bank staff alwas exacly get the promises to customer. Staff of the bank understand about the product with clearly (include risk, profitability of the bank, and also the cost), and keep document correctly. |
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