Salfitri, Intan (2022) Peningkatan Kualitas Pelayanan Melalui Integrasi Quality Function Deployment Pada Bank Syariah Indonesia. Other thesis, Universitas Islam Riau.
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Abstract
Bank Syariah Indonesia plays an important role as a facilitator in all economic activities in the halal industry ecosystem. The existence of the Islamic banking industry in Indonesia itself has experienced a significant increase and development in the past three decades. This proves that Islamic banking is still successful today. The purpose of this research is to find out what service quality is a priority for BSI customers. Customer desires are collected in a questionnaire containing 14 attributes, distributed to 100 respondents. The results of the survey are real things that are felt by customers (Voice of Customer) for BSI services which are then used for the HoQ matrix in the QFD method, resulting in 7 priority attributes in this study. These include improving customer service, increasing ATM facilities, services according to Islamic sharia, increasing the availability of cash deposits, increasing responsiveness in solving customer problems, making it easier for customers to make online or offline transactions and improving the m-banking system.
| Item Type: | Thesis (Other) | ||||||
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| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management | ||||||
| Divisions: | > Manajemen | ||||||
| Depositing User: | Budi Santoso S.E | ||||||
| Date Deposited: | 27 Dec 2022 06:41 | ||||||
| Last Modified: | 27 Dec 2022 06:41 | ||||||
| URI: | http://repository.uir.ac.id/id/eprint/18829 |
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