Analisis Tingkat Kepuasan Nasabah terhadap Dimensi Kualitas Layanan pada BPR BDE Pakem Sleman dengan Pendekatan Importance-Performance Analysis
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...
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| Format: | Article |
| Language: | English |
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Universitas Proklamasi 45 Yogyakarta
2014-06-01
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| Series: | Jurnal Maksipreneur: Manajemen, Koperasi, dan Entrepreneurship |
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| Online Access: | https://ejournal.up45.ac.id/index.php/maksipreneur/article/view/155 |
| _version_ | 1818738321600282624 |
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| author | Andriya Risdwiyanto |
| author_facet | Andriya Risdwiyanto |
| author_sort | Andriya Risdwiyanto |
| collection | DOAJ |
| description | 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. |
| first_indexed | 2024-12-18T01:07:05Z |
| format | Article |
| id | doaj.art-e538e459097349ad99167585358d77b4 |
| institution | Directory Open Access Journal |
| issn | 2089-550X 2527-6638 |
| language | English |
| last_indexed | 2024-12-18T01:07:05Z |
| publishDate | 2014-06-01 |
| publisher | Universitas Proklamasi 45 Yogyakarta |
| record_format | Article |
| series | Jurnal Maksipreneur: Manajemen, Koperasi, dan Entrepreneurship |
| spelling | doaj.art-e538e459097349ad99167585358d77b42022-12-21T21:26:12ZengUniversitas Proklamasi 45 YogyakartaJurnal Maksipreneur: Manajemen, Koperasi, dan Entrepreneurship2089-550X2527-66382014-06-0132588410.30588/jmp.v3i2.155135Analisis Tingkat Kepuasan Nasabah terhadap Dimensi Kualitas Layanan pada BPR BDE Pakem Sleman dengan Pendekatan Importance-Performance AnalysisAndriya Risdwiyanto0Universitas Proklamasi 45 YogyakartaThe 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.https://ejournal.up45.ac.id/index.php/maksipreneur/article/view/155marketingservice qualitycustomer satisfactionsurvey |
| spellingShingle | Andriya Risdwiyanto Analisis Tingkat Kepuasan Nasabah terhadap Dimensi Kualitas Layanan pada BPR BDE Pakem Sleman dengan Pendekatan Importance-Performance Analysis Jurnal Maksipreneur: Manajemen, Koperasi, dan Entrepreneurship marketing service quality customer satisfaction survey |
| title | Analisis Tingkat Kepuasan Nasabah terhadap Dimensi Kualitas Layanan pada BPR BDE Pakem Sleman dengan Pendekatan Importance-Performance Analysis |
| title_full | Analisis Tingkat Kepuasan Nasabah terhadap Dimensi Kualitas Layanan pada BPR BDE Pakem Sleman dengan Pendekatan Importance-Performance Analysis |
| title_fullStr | Analisis Tingkat Kepuasan Nasabah terhadap Dimensi Kualitas Layanan pada BPR BDE Pakem Sleman dengan Pendekatan Importance-Performance Analysis |
| title_full_unstemmed | Analisis Tingkat Kepuasan Nasabah terhadap Dimensi Kualitas Layanan pada BPR BDE Pakem Sleman dengan Pendekatan Importance-Performance Analysis |
| title_short | Analisis Tingkat Kepuasan Nasabah terhadap Dimensi Kualitas Layanan pada BPR BDE Pakem Sleman dengan Pendekatan Importance-Performance Analysis |
| title_sort | analisis tingkat kepuasan nasabah terhadap dimensi kualitas layanan pada bpr bde pakem sleman dengan pendekatan importance performance analysis |
| topic | marketing service quality customer satisfaction survey |
| url | https://ejournal.up45.ac.id/index.php/maksipreneur/article/view/155 |
| work_keys_str_mv | AT andriyarisdwiyanto analisistingkatkepuasannasabahterhadapdimensikualitaslayananpadabprbdepakemslemandenganpendekatanimportanceperformanceanalysis |