TA DIGITAL
Analisis Tingkat Kepuasan Nasabah Tabungan Bima Terhadap Kualiatas Layanan Bank Jateng Cabang Utama Semarang
The object of this research is bima saving of Bank Jateng. The objectives of the research are to know client’s perception on some dimension of bima saving service, and to know how many satisfaction indicator of customer’s bima saving with bank performance. The population of this research is bima saving clients. The total of sample of this research were 100 persons/clients. Sampling technique used were non random sampling and incidental sampling. The method used for gathering data were questionaires. The first step to analyze data were validity test, reliability test, customers satisfaction index and performance-importance analysis were used to answer the objective of this research. The variables of research are dimensions of service namely: Tangible, reliability, responsiveness, assurance, empathy.
The analysis shows that value of customer satisfaction index for dimension tangible is the customer felt dissatisfy with the work performance of the bank, according to reliability and responsiveness, assurance, empathy, the customers felt satisfy with the performance of the bank. As a whole the customers satisfaction index for bima saving service is 4,038 it means that customers satisfy with performance of the bank and the bima saving service. The performance-importance analysis shows that indicator ATM facility and employee is responsive in giving quick solution are located in area A (the best priority). Assurancy in transaction and all assurance’s indicator, empathy indicator are located in area B (achievement). Quick complain handling by telephone, simple procedure of service is located in area C (low priority). Hygienie and waiting room convenience, availibility of form, accuracy and bank officer accurancy in processing transactions, easy access of phone, process transactions are located D (overkill).
It is concluded that the top priority to improve are ATM facility by quick solution, the level of customer satisfaction is 4,038. Based on the conclusions above is recomemded that Bank Jateng should improve ATM facility and officer responsive in giving the solution to client.
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