Analisis Tingkat Kepuasan Nasabah terhadap Dimensi Kualitas Layanan pada BPR BDE Pakem Sleman dengan Pendekatan Importance-Performance Analysis

Abstract

<p><em>The survey was conducted in the research process to determine the level of customer satisfaction on service quality dimensions of Rural Bank Bakti Daya Ekonomi (BPR BDE) Pakem Sleman, Yogyakarta and to determine the dimensional attributes of services which one is considered the most important by the customer in the decisionmaking of services using in BPR BDE Pakem Sleman, Yogyakarta. This research is based on five variables, namely SERVQUAL i.e. Reliability (ability of the company to provide prompt service and reliable), Responsiveness (responseability or alertness companies to help customers and provide fast service), Assurance (ability, courtesy, and trustworthiness which is owned by the staff, danger free, risk, and doubt), Empathy (the ease of having good communications and able to understand customer needs), and Tangible (physical facilities, equipments, employee performance, and means of communications). The analysis is performed based on an approach of importance performance analysis that show the dimensions of empathy and assurance are considered the most influence on the customers decision to use the services of BPR BDE Pakem Sleman, Yogyakarta. </em></p>

BPRS Performance Evaluation Using Importance-Performance Analysis (IPA)

“…Andriya's research on the analysis of customer satisfaction on service quality at BPR BDE Pakem Sleman using the IPA method shows that customers are very satisfied with a satisfaction level of 101.66%. However, there are several attributes that are a priority for improvement, namely service professionalism, accuracy and thoroughness in providing services, prompt service action when customers need it, convenience for customers to contact, and convenience for reaching locations (Risdwiyanto, 2014).…”