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Journal : Aghniya: Jurnal Ekonomi Islam

Analisis Peningkatan Kualitas Pelayanan Dengan Metode Quality Function Deployment Studi Pada Bank Sumut Kcp Syariah Stabat Puspita, Rini; Marliyah, Marliyah; Nasution, Juliana
AGHNIYA : Jurnal Ekonomi Islam Vol 5, No 2 (2023): AGHNIYA: Jurnal Ekonomi Islam
Publisher : Faculty of Islamic Religion, Universitas Muhammadiyah Sumatera Utara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30596/aghniya.v5i2.15079

Abstract

This research was conducted to analyze the quality of services provided by Bank Sumut KCP Syariah Stabat to its customers. The purpose of this study is to see the quality of service provided by the bank using the QFD method in meeting the expectations of its customers, and to see which attributes should be prioritized and improved in the service system. The method used in this study is the Quality Function Deployment (QFD) method assisted by data analysis techniques using SPSS to process the data distributed through a Likert scale-based questionnaire to 100 respondents. The results of this study explain that with the QFD method the customer's expectations that are prioritized are employees who take the time to respond to customer requests. This must be corrected by the bank so that service satisfaction meets customer expectations. In the HOQ matrix it is shown that the technical aspects that are interacted with the customer's preferred attributes have a priority value of 420 with technical responses doing work according to the SOP. This proves that if all services run according to the SOP, the quality of service will also increase.
Co-Authors Ahmad Fadli Ahmad Nasution, Rifaldi Al Masri, Anas Zahir Alda, Fahimah Alfani, Dela Alimaini, Meri Ani alimaini, meriani Andri Soemitra Aqwa Naser Daulay Astri Astri, Astri Batubara, Maryam Budi Prianto Chair, Marsari Chaniago, M. Fadli Chuzaimah Batubara, Chuzaimah Dalimunte, Ahmad Amin Damayanti, Anggita Dewi, Khadijah Dinda Putri Dharma, Budi Elvina, Ayu Fachrul Rozy Fadhila Rahma, Tri Inda Fandy Rangkuty, Muhammad Hafif Fauzi Arif Lubis Fransiska, Silvia Gunawan, Dandi Hadziyah, Idzni Harahap, Aswan Nawawi Harahap, Muhammad Ikhsan Harahap, Syarah Nurul Fhadhilah Hasanah, Aulia Hasibuan, Ismi Khoiriah Hasugian, Hotbin Hayani, Nur Syamsidah Hendra Harmain Heru, Muhammad Hidayat, Ahmad Rusdi Imsar Iskandar, Irfan Isnaini Harahap Kamilah, Kamilah Khairani, Nazla Kurniati, Tri Kusuma, Mitra Dewi Laylan Syafina, Laylan Lestari Nasution, Annio Indah Lingga, Bardatus Syahriyah Lubis, Siti Nurhaliza Maharani, Anggun Debana Mahendra, Afriza Manurung, Nabila Tasya Nurhafifah Marhamah, Adelia Marliyah, Marliyah Mufti, Robi Muhammad Arif Muhammad Hafiz Muhammad Riduan, Muhammad Munawarah, Desna Mursidah, Silmi Nafisah, Hana Nasution, Muhammad Idris Nasution, Nurul Izzah Nita, Nita Erdina Nurbaiti Nurbaiti Nurul Jannah Puspita, Rini Rahma, Tri Inda Fadhila Rahmani, Nur Ahmadi Bi Rambe, M. Jepri Pratama Ritonga, Nadhrah Adlina Salwa, Nisrina Saparuddin Siregar Saputra, M. Ilham Saputri, Eni Saragih, Rizky Febrian Sari, Deva Kumala Satria, Danu Shakinah, Putri Siregar, Dhetia Putri Siregar, Khidir Siregar, Nabilah Hannani Syarbaini, Ahmad Muhaisin B. Tambunan, Khairina Tuti Anggraini Utami, Novidia Yasmita, Hafsyah YENNI SAMRI JULIATI NASUTION, YENNI SAMRI JULIATI Yusrizal Yusrizal Zhafran, Faras Abiyyu Zuhrinal M. Nawawi Zulhamidah, Zulhamidah