Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah: Studi Kasus KCP Jakarta Prioritas Bank Jambi

Abstract

Bank Umum konvensional di Indonesia terdiri sebanyak empat Bank Persero, 27 Bank pembangunan daerah, 60 Bank Swasta Nasional, delapan Kantor Cabang Bank Asing, sedangkan Bank Umum syariah di Indonesia terdiri sebanyak dua Bank Pembangunan Daerah dan 12 Bank Swasta Nasional. Dari sebanyak 107 Bank Umum, terdapat 25 Bank Pembangunan Daerah dengan 5122 kantor Bank Konvensional Pembangunan Daerah tersebar di Indonesia yang jumlahnya bertambah dari tahun ke tahun. Salah satu bentuk kualitas pelayanan adalah service excellent, yaitu suatu kepedulian karyawan terhadap nasabah dengan memberikan pelayanan yang baik serta memberikan kemudahan, kebutuhan nasabah, mendengarkan keluhan nasabah dan memberikan solusi yang tepat juga inovatif. Persaingan dalam Industri perbankan, bank menawarkan produk yang sama secara global sehingga kualitas layanan menjadi hal penting untuk membedakannya dipasar. Tujuan dari penelitian ini (1) Mengetahui karakteristik nasabah Bank Jambi di Jakarta (2) Menganalisis tingkat kepuasan nasabah Bank Jambi di Jakarta (3) Menganalisis pengaruh kualitas pelayanan terhadap kepuasan nasabah Bank Jambi di Jakarta. Jenis penelitian ini adalah kuantitatif dan kualitatif, dan sumber data diperoleh dari data primer (kuesioner). Metode yang digunakan adalah metode analisis deskriptif, analisis Structural Equation Modeling – Partial Least Square (SEM-PLS), analisis Customer Statisfaction Index (CSI), dan Important Performance Analysis (IPA). Hasil temuan penelitian berupa terdapat pengaruh positif dan signifikan kualitas layanan terhadap kepuasan nasabah Bank Jambi di KCP Jakarta Prioritas, peringkat indeks kepuasan nasabah di KCP Jakarta Prioritas, dan tingkat kinerja dan kepentingan kepuasan nasabah di KCP Jakarta Prioritas

Conventional commercial banks in Indonesia consist of four state-owned banks, 27 regional development banks, 60 national private banks, eight foreign bank branch offices, while sharia commercial banks in Indonesia consist of two regional development banks and 12 national private banks. Of the 107 Commercial Banks, there are 25 Regional Development Banks with 5,122 Regional Development Conventional Bank offices spread across Indonesia, whose numbers are increasing from year to year. One form of service quality is excellent service or excellent service and products, namely an employee's concern for customers by providing good service and providing convenience, customer needs, listening to customer complaints and providing appropriate and innovative solutions. Competition in the banking industry, banks offer the same products globally so service quality is important to differentiate them in the market. The aims of this research are (1) to know the characteristics of customers of Bank Jambi in Jakarta (2) to analyze the level of customer satisfaction of Bank Jambi in Jakarta (3) to analyze the effect of service quality on customer satisfaction of Bank Jambi in Jakarta. This type of research is quantitative and qualitative, and data sources are obtained from primary data (questionnaire). The method used is descriptive analysis method, Structural Equation Modeling – Partial Least Square (SEM-PLS) analysis, Customer Statistics Index (CSI) analysis, and Important Performance Analysis (IPA). The results of the research findings are that there is a positive and significant influence of service quality on customer satisfaction of Bank Jambi at KCP Jakarta Prioritas, the index rating of customer satisfaction at KCP Jakarta Prioritas, and the level of performance and customer satisfaction at KCP Jakarta Prioritas