Amalia Herwindhani, Karina (2021) ANALISIS HUBUNGAN ANTARA INOVASI LAYANAN, KUALITAS LAYANAN, DAN KEPUASAN PELANGGAN DENGAN METODE SEM-PLS DI PERBANKAN SYARIAH (STUDI KASUS: BANK BTN SYARIAH KCS SURABAYA). Sarjana thesis, Universitas Brawijaya.
Abstract
Salah satu perbankan yang berada dalam persaingan industri jasa adalah Bank BTN Syariah KCS Surabaya. Visi untuk menjadi perusahaan yang unggul dibandingkan kompetitor dapat dilakukan dengan cara mempertahankan dan meningkatkan kepuasan pelanggan. 5 dari 10 orang nasabah yang diwawancarai pada pra-survey menyatakan masih belum puas terhadap layanan saat ini. Maka dari itu, dilakukan penyebaran kuesioner untuk mengetahui sejauh mana kualitas pelayanan yang telah diimplementasikan serta inovasi layanan yang telah diberikan selama ini dan kepuasan nasabah secara keseluruhan dengan menggunakan dimensi pengukuran CARTER dan service of innovation. Kemudian dilakukan analisis hubungan berdasarkan ketiga variabel tersebut dengan menggunakan SEM-PLS yang diidentifikasi bahwa kualitas pelayanan memiliki hubungan terhadap kepuasan nasabah, sedangkan inovasi layanan tidak memiliki hubungan terhadap kepuasan nasabah dan kualitas pelayanan. Pada hasil juga dirancang rekomendasi penambahan template pada nomor telepon kantor, perluasan kerjasama dengan merchant offline, dan pengadaan pengukuran kualitas pelayanan secara rutin dan mandiri oleh perusahaan.
English Abstract
Public interest in the Islamic banking industry in Indonesia has experienced positive developments and trends over the last three decades. This encourages competition between banks to compete each other to achieve competitive advantage by creating strategies through service quality to maintain existing customer satisfaction and increase new customer satisfaction, which is can be achieved by service innovation. One of the banks in this competition is Bank BTN Syariah KCS Surabaya. Based on the results of the pre-survey, 5 out of 10 customers stated that they were not satisfied with the services and 4 out of 7 employees stated that they had never found any measurement of service quality while working here. In order to provide better service, it is necessary to know in advance how far the level of service innovation that has been implemented at this time, the level of service quality that has been provided to customers and the current customer satisfaction based services received. This study also aims to identify the relationship between the variables studied as a consideration of the evaluation results. In this study, the factors that used in measuring service quality, customer satisfaction, and service innovation was carried out through literature review and validation with the management. The measurement of service quality and customer satisfaction is currently carried out by distributing questionnaires to 100 customer as a respondents, while measuring to service innovations is carried out by distributing questionnaires to 30 employee as a respondents. Then the results of the questionnaire that have been obtained will be tested for the validity and reliability test using SPSS. The value of the those questionnaires will be used as input for testing the relationship between factors that indicated by positive and significant effect using the SEM-PLS method. The results of this study obtained 6 dimensions with 20 indicator items for measuring service quality, 3 indicator items for measuring customer satisfaction, and 5 dimensions with 15 indicator items for measuring service innovation. The results of identifying the relationship using Smart-PLS indicated that the service innovation variable does not have a positive and significant effect on service quality and customer satisfaction variables, customer satisfaction variable is only positively and significantly influenced by the service quality variable. Therefore, it is necessary to improve performance and coordination in providing services, expand partner relationships with offline merchants, attend a routine and independent measurements with long-term evaluation of measurement results, and further research related to the identification of factors used in research. Keywords: service innovation, service quality, customer satisfaction, sharia banking, partial least square (PLS)
Other obstract
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| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | 670 |
| Uncontrolled Keywords: | Kata kunci: inovasi layanan, kualitas pelayanan, kepuasan pelanggan, perbankan syariah, partial least square (PLS)-- service innovation, service quality, customer satisfaction, sharia banking, partial least square (PLS) |
| Subjects: | 600 Technology (Applied sciences) > 670 Manufacturing |
| Divisions: | Fakultas Teknik > Teknik Sipil |
| Depositing User: | Unnamed user with email gaby |
| Date Deposited: | 21 Oct 2021 01:11 |
| Last Modified: | 03 Oct 2024 01:55 |
| URI: | http://repository.ub.ac.id/id/eprint/184471 |
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