TA DIGITAL
Analisis Kepuasan Nasabah Kupedes pada Bank Rakyat Indonesia (BRI) Unit Banyumanik Kanca BRI Semarang Patimura
Company’s service can create client satisfaction. It means that good service can be measured according to user’s point of view. So, company must pay attention to clients’ and make them pleased and satisfied. The object of this research is Kupedes of BRI Banyumanik’s Unit. The purpose of this research is to analyse how kupedes's client satisfaction On BRI Banyumanik's Unit BRI'S Branch Office Pattimura's Semarang. The sample is taken in this research which are also the clients’ Kupedes BRI Banyumanik's Unit as many as 100 persons. The technique to take the sample in this observation using technique non random sampling and quota sampling.
The methods of collecting data are questionnaire, interviews and literature studies. The analysis methods used are IKP (Customers’ satisfactory index), which compared the clients’ expectation with corporate’s performance and mapping the result on Cartesius's diagram.
The result of research showed that the lowest satisfactory index lied on variable Responsiveness which was on service rate indicator a part teller by assessing IKP 72,21% and lied on quadrant A. This points out that clients’ felt pleased enough. It was suggested that Bank increase the number of the teller's so that the clients’ would not wait for long time when they made transactions with the Bank.
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