Analisis Tingkat Kepuasan Nasabah terhadap Dimensi Kualitas Layanan pada BPR BDE Pakem Sleman dengan Pendekatan Importance-Performance Analysis
DOI:
https://doi.org/10.30588/jmp.v3i2.155Keywords:
marketing, service quality, customer satisfaction, surveyAbstract
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.
References
Dharmmesta dan Irawan. (2005). Manajemen Pemasaran Modern. Edisi Kedua. Yogyakarta: Liberty.
Dharmmesta, B.S. dan Handoko, H. (2000). Manajemen Pemasaran, Analisa Perilaku Konsumen, Yogyakarta: BPFE.
Gaspersz, Vincent. (1997). Manajemen Kualitas dalam Industri Jasa, Jakarta: Gramedia Pustaka Utama.
Hart, J. dan Stapleton. (1992). Marketing Dictionary. Oxford: Butterworth Heinemann, Ltd.
Hartono. (2005). Analisis Kualitas Layanan terhadap Kepuasan Nasabah PT. Bank Jateng Cabang Purworejo. Tesis, MM-UMS, Surakarta.
Kasmir. (2004). Manajemen Perbankan. Jakarta: Rajagrafindo Persada.
Kotler, P. & Amstrong. (2006). Prinsip-Prinsip Pemasaran. Jakarta: Erlangga.
Kotler,P. (2004). Manajemen Pemasaran. Edisi Millenium. Jakarta: PT. Prenhallindo.
Lupiyoadi dan Hamdani. (2006). Manajemen Pemasaran. Jakarta: Salemba Empat.
Risdwiyanto, Andriya. (1999). Pengembangan Kemampuan Marketers dalam Perubahan Peran Pemasaran dan Lingkungan Bisnis Global. Jurnal Akuntansi & Manajemen, Edisi Agustus.
Schnaars, Steven P. (1994). Managing Imitation Strategies. New York: The Free Press.
Sekaran, Uma. (2006). Metodologi Penelitian untuk Bisnis. Edisi 4, Buku 1. Jakarta: Salemba Empat.
Simamora, Bilson. (2004). Riset Pemasaran Falsafah, Teori dan Aplikasi. Jakarta: PT. Gramedia Pustaka Utama.
Sudarmiatin. (2009). Model Perilaku Konsumen dalam Perspektif Teori dan Empiris pada Jasa Pariwisata. Jurnal ekonomi dan Bisnis, Vol 14, No. 1.
Supranto, J. (2001). Statistik Teori dan Aplikasi. Jakarta: Rineka Cipta.
Supranto, J. (2001). Pengukuran Tingkat Kepuasan Pelanggan: Untuk Menaikkan Pangsa Pasar. Jakarta: Rineka Cipta.
Tjiptono, Fandy. (2006). Manajemen Jasa. Edisi Kedua, Yogyakarta: Penerbit ANDI OFFSET.
Umar, Husein. (2004). Metode Riset Perilaku Organisasi. Jakarta: PT. Gramedia Pustaka Utama.
Zeithmal & Berry. (1988). Servqual: Multiple Item Scaling for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, Vol. 64.
Downloads
Published
How to Cite
Issue
Section
License
Authors who publish with Jurnal Maksipreneur agree to the following terms:
Authors retain copyright and grant the Jurnal Maksipreneur right of first publication with the work simultaneously licensed under a Creative Commons Attribution 4.0 International License that allows others to share (copy and redistribute the material in any medium or format) and adapt (remix, transform, and build upon the material) the work for any purpose, even commercially with an acknowledgment of the work's authorship and initial publication in Jurnal Maksipreneur.
Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgment of its initial publication in Jurnal Maksipreneur. Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work (See The Effect of Open Access).
