Analisis Kualitas Layanan terhadap Kepuasan dengan Metode Importance Perfomance Analysis (Studi Kasus BSI KCP Sutoyo Kota Tegal)

Authors

  • Anugrah Setiaji Universitas Islam Negeri Raden Mas Said Surakrta
  • Yuni Astuti Universitas Islam Negeri Raden Mas Said Surakarta

DOI:

https://doi.org/10.30651/jms.v8i3.20584

Abstract

Penelitian ini menggunakan Metode Importance Perfomance Analysis (IPA) untuk menganalisis kualitas layanan dan kepuasan nasabah BSI KCP Sutoyo. Data peneitian berasal dari kusioner yang diisi oleh 150 responden dengan teknik sampling Rascoe. Kemudian data yang terkumpul dihitung gap jawabanyan dan dianalisis diagram kartesius. Hasil analisis menunjukkan bahwa perusahaan harus meningkatkan pelayanan yang berada di kuadran 1. karena memberikan pelayanan yang kurang memuaskan bagi nasabah dan dianggap penting oleh nasabah. Hasil penelitian menunjukkan bahwa BSI KCP Sutoyo Kota tegal perlu memperbaiki dan mempertimbangkan semua fitur yang dianggap kurang dan perlu ditingkatkan untuk meningkatkan kepuasan nasabah.

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Published

2023-11-04

How to Cite

Setiaji, A., & Astuti, Y. (2023). Analisis Kualitas Layanan terhadap Kepuasan dengan Metode Importance Perfomance Analysis (Studi Kasus BSI KCP Sutoyo Kota Tegal). Jurnal Masharif Al-Syariah: Jurnal Ekonomi Dan Perbankan Syariah, 8(3). https://doi.org/10.30651/jms.v8i3.20584

Issue

Vol. 8 No. 3 (2023)

Section

Artikel

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