USULAN PERBAIKAN KUALITAS PELAYANAN NASABAH BANK “X†MENGGUNAKAN DIMENSI BANKING SERVICE QUALITY DENGAN METODE SERVQUAL DAN TRIZ

Sari

Kualitas pelayanan merupakan hal yang penting bagi Bank “X†untuk dapat membuat nasabah merasa puas. Adanya keluhan dari nasabah membuat perlu dilakukannya pengukuran tingkat pelayanan di Bank “X†dengan menggunakan dimensi Banking Service Quality (BSQ) dengan metode Service Quality (Servqual). Metode Servqual Menganalisis Gap 5, Gap 1, Gap 2, Dan Gap 3 untuk mengetahui penyebab ketidakpuasaan Nasabah Bank “Xâ€. BSQ merupakan metode khusus yang dikembangkan untuk mengukur kualitas pelayanan jasa perbankan yang terdiri dari enam dimensi, yaitu: keterwujudan, keefektifan dan jaminan, akses, harga, portofolio jasa, dan kehandalan. Servqual adalah ukuran tingkat kualitas pelayanan yang sesuai dengan harapan pelanggan. Perbaikan usulan perbaikan yang digunakan adalah metode TRIZ. Metode TRIZ merupakan metode yang digunakan untuk mendapatkan solusi terbaik bagi nasabah, melalui 4 tahap pemecahan masalah yaitu : menganalisis masalah dan solusi awal, pemodelan sistem dan analisa kontradiksi, penerapan Inventive Principles dengan Matrix Altshuller, Dan Penerapan Inventive Principles.

Kata Kunci: Kepuasan , Banking Service Quality, Service Quality (ServQual), TRIZ

ABSTRACT

Service quality is the important thing for Bank “X†to make the customers satisfied. To know the commitment of Bank “X†in creating the management system, the quality is focusing on the customers. Complaints from the customers become the reason on doing the service level measurement in Bank “X†which use Banking Service Quality (BSQ) Dimensions by Service Quality (Servqual) Method. Servqual Method analyzes Gap 5, Gap 1, Gap 2, and Gap 3 in knowing the dissatisfaction cause of Bank “X†customers. BSQ is a special method which has been developed to measure the banking service quality. This banking service quality is divided into six dimensions, which are materialization, effectiveness and guarantee, access, price, service portfolio, and reliability. Servqual is a measure of quality service level in which suits the customers’ expectation. The upgrading proposal revision uses the TRIZ method. The TRIZ method is a method that is used to find the finest solution for the customers. This method has four problem solving steps, which are analyzing the problems and the first solution, modeling the system and analyzing the contradiction, implementing the Inventive Principles with Matrix Altshuller, and implementing the Inventive Principles.

Keywords: Satisfaction , Banking Service Quality, Service Quality (ServQual), TRIZ