The Measurement of Customer Satisfaction Index with Method of Importance-Performance and Gap Analysis
DOI:
https://doi.org/10.14421/grieb.2019.072-01Keywords:
Banking, Customer Satisfaction, Cartesian Diagram, Gap Analysis, Importance Performance Analysis, Cartesian.Abstract
Customer satisfaction was the most talked topics in the service industry. Customer satisfaction is the main priority of the success of management of banking. Banking was always innovating and training human resources in order to reduce the needs of customers. Researchers analyze whether the Bank's service is in compliance with the hopes of the customer. Research conducted at the Bank Syariah Mandiri Samarinda. This research utilized 450 respondents as samples and a Cartesian diagram as performance level. The result obtained (1) the existence of a cash machine were the important factors but management had not been fullest implement according to the wishes of the customer, (2) generally, the client was very satisfied over Bank Syariah Mandiri services, the average customer satisfaction above BSM performance with 97.36%.Downloads
Abstract viewed: 824 times
|
PDF downloaded = 760 times
References
Aritenang, A. F. (2015). The Impact of the AFTA Tariff Reduction on Districts Economic Growth in Indonesia. Journal of Regional and City Planning, 26(1), 18-27. doi: 10.5614%2Fjpwk.2015.26.1.3
Budiono. (2014). Analisis Kualitas Pelayanan Konsumen Bengkel Mobil Suzuki Nusantara Jaya Sentosa Soekarno-Hatta Bandung. E-Journal Graduate Unpar, 1(1), 94-105.
Chen, S., & Chen, M. (2014). Improving Employee Satisfaction Priority through Performance Control Matrix. International Journal of Supply and Operations Management, 1(3), 314-327. doi: 10.22034/2014.3.04
Chen, S., Yeh, T., & Chen, C. (2011). Integration SERVQUAL Model And Performance Control Matrix to Improve Service Quality for The Hot Spring Industry. African of Journal Business Management, 5(13), 5378-5387. doi: 10.5897/AJBM11.699
Chadha, S., & Parimoo, D. (2017). Human Capital Management In Banking Sector A Conceptual Framework. International Journal of Management, 8(6), 44-55.
Kotler, P. T., & Armstrong, G. (2014). Principle of Marketing, 15th edition. New Jersey: Pearson Prentice Hall.
Richins, M. L. (1991). Social Comparison and the Idealized Images of Advertising. Journal of Consumer Research, 18(1), 71-83. doi: 10.1086/209242
Piller, F. T., & Müller, M. (2007). A New Marketing Approach to Mass Customisation. International Journal of Computer Integrated Manufacturing, 17(7), 583-593. doi: 10.1080/0951192042000273140
Praja, A. A. (2016). Analisis Kepuasan Karyawan Model Integrasi INTQUAL dan Performance Control Matrix di PT Judin Makmur Sejahtera (Undergraduate Thesis). UIN Sunan Kalijaga, Yogyakarta, Indonesia.
Rokhmat, N., & Amar, K. (2016). Perbaikan Kualitas Layanan Hotel dengan Menggunakan Model SERVQUAL dan Performance Control Matrix: Studi Kasus di University Hotel UIN Sunan Kalijaga. Paper presented at Industrial Engineering National Conference (IENACO), Surakarta, Indonesia.
Russell, S. N., & Millar, H. H. (2014). Competitive Priorities of Manufacturing Firms in the Caribbean. IOSR Journal of Business and Management, 16(10), 72-82.
Zeithaml, V. A., Parasuraman, A., & Berry, L. L. (1990). Delivering Quality Service: Balancing Customer Perceptions and Expectations. New York: Free Press.
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The Behavioral Consequences of Service Quality. Journal of Marketing, 60(2), 31-46. doi: 10.2307/1251929
Downloads
Published
Issue
Section
License
Global Review of Islamic Economics and Business is licensed under a
Creative Commons Attribution-ShareAlike 4.0 International License
