ANALISIS KUALITAS LAYANAN BANK SYARIAH DENGAN MENGGUNAKAN METODE SERVQUAL DAN IMPORTANCE PERFORMANCE ANALYSIS (IPA) DI MAKASSAR
Abstrak
The development of Islamic banking in the face of a highly competitive business
environment in order to stay afloat is by developing customer service well, where the
customer's perception of a quality becomes a benchmark for each agency or company. Bank
Sulselbar branch of sharia located in Makassar is engaged in providing services to the
community so that they are very concerned about comfort and service to the community.
Through the Serquel method and Importance Performance Analysis we can find out the
quality of service and handling complaints against customer loyalty through consumer
satisfaction.Based on the results of the study with the Importance Performance Analysis
method, most of the attributes are negative. Based on the analysis, there are 10 attributes that
satisfy the user that the company must maintain so that it can maintain customer loyalty, that
is; assist customers in conducting transactions, help customers who experience difficulties
without being asked for help, provide fast service to customers when making transactions, be
responsive in meeting customer needs in transactions, have good knowledge of types of
banking services and products, always prioritizing hospitality in providing services to
customers, always prioritizing politeness in providing services to customers, being a trusted
place in saving money, always being kept clean and comfortable and always looking neat and
polite. Conclusion of this research is that the performance of company must be maintained so
that it can maintain customer loyalty.
Keywords :Quality assessment, Importance Performance Analysis Method, Serqual Method,
Cartesian Diagram, Sulselbar bank
environment in order to stay afloat is by developing customer service well, where the
customer's perception of a quality becomes a benchmark for each agency or company. Bank
Sulselbar branch of sharia located in Makassar is engaged in providing services to the
community so that they are very concerned about comfort and service to the community.
Through the Serquel method and Importance Performance Analysis we can find out the
quality of service and handling complaints against customer loyalty through consumer
satisfaction.Based on the results of the study with the Importance Performance Analysis
method, most of the attributes are negative. Based on the analysis, there are 10 attributes that
satisfy the user that the company must maintain so that it can maintain customer loyalty, that
is; assist customers in conducting transactions, help customers who experience difficulties
without being asked for help, provide fast service to customers when making transactions, be
responsive in meeting customer needs in transactions, have good knowledge of types of
banking services and products, always prioritizing hospitality in providing services to
customers, always prioritizing politeness in providing services to customers, being a trusted
place in saving money, always being kept clean and comfortable and always looking neat and
polite. Conclusion of this research is that the performance of company must be maintained so
that it can maintain customer loyalty.
Keywords :Quality assessment, Importance Performance Analysis Method, Serqual Method,
Cartesian Diagram, Sulselbar bank