Analisis Kepuasan Nasabah Terhadap Pelayanan Pembiayaan Bank Syariah Dengan Metode Ipa (Studi Kasus Pada Bank Riau Kepri Cabang Pembantu Syariah Tembilahan)

Nur, Aji Muhammad (2022) Analisis Kepuasan Nasabah Terhadap Pelayanan Pembiayaan Bank Syariah Dengan Metode Ipa (Studi Kasus Pada Bank Riau Kepri Cabang Pembantu Syariah Tembilahan). Other thesis, Universitas Islam Riau.

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Abstract

The IPA (Importance Performance Analysis) method is an analytical technique used to identify performance factors in meeting the customer satisfaction with the services. The aim of this study is to investigate the customer satisfaction with loan services at Riau Kepri Sharia Bank of Tembilahan Sub-branch Office with the IPA method. The type of this study is descriptive research, which aims to reveal the correlation between expectations and satisfaction. The sample of this study consists of 100 respondents. The data sources of this study are from primary data and secondary data. The data analysis techniques used in this study are Validity Test, Reliability Test, Gap Analysis and IPA Analysis. The results of the Gap analysis show that all variables are negative, this indicates that there is customer dissatisfaction with the quality of service provided, with the biggest gap is on the 9th attribute (Reliability variable) and the smallest gap is on the 11th attribute (Empathy variable). The conclusion of this study is that the Riau Kepri Sharia Bank of Tembilahan Sub-branch Office needs to improve the quality of its services, because in quadrant I it shows that there are 2 attributes with a high level of expectation but have a low level of satisfaction. And for the attributes that are included in quadrant II, the Riau Kepri Sharia Bank of Tembilahan Sub-Branch Office must maintain this achievement, because in this quadrant II the level of expectation is high and the level of satisfaction is also high.

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