Peningkatan Kualitas Pelayanan Jasa Kredit Pensiunan Dengan Pendekatan Metode Service Quality (Servqual) Dan Quality Function Deployment (QFD) (Studi Kasus : PT. Bank Bukopin Capem Plered Cirebon)

Abstract

ABSTRACT

PT. Bank Bukopin Capem Office Plered Cirebon is one of the core business in the provision of pension credit. Bank Bukopin Capem pension credit is a financial services company that is growing so requires measures to increase customer satisfaction. Not a few customers from this pension credit to switch to the other competitors, so that the bank's attempt to retain customers with immediate improvement of service quality pension credit. To conduct this research takes five dimensions of service quality from Parasuraman used in variable approach to assessing the quality of services PT. Bank Bukopin Capem Office Plered Cirebon. The fifth dimension above include tangibles (direct evidence), reliability (reliability), responsiveness (responsiveness), assurance (guarantee) and empathy (empathy). The fifth dimension of the above generated 25 variabel used to measure the quality of services to the bank's pension credit. In this study each variable services consisting of 25 variabel be determined scores of importance (importance) and the level of satisfaction (performance) that will continue servqual calculation, Quality Function Deployment and House of Quality retired bank's loan customers. Based on the results obtained 6 attributes of service quality are a top priority to be improved, namely: location of tables and chairs arranged neatly, the rooms are air conditioned, ample parking space for customers, the process of melting fast, the filing requirements do not include the wife and the requirements of renewal fast processing.

Keywords: Servqual, Quality Function Deployment and the House of Quality