CD Skripsi

Analisis Pengembangan Strategi Kepuasan Nasabah Di Bank Riau Kepri Cabang Syariah Pekanbaru

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ABSTRACT
This study aims to determine the consumer satisfaction index and strategies to improve the service quality of Bank Riau Kepri Pekanbaru Syariah Branch. The population in this study includes all customers of Bank Riau Kepri Syariah Branch Pekanbaru with a sample of 110 people with purposive sampling method. The analysis tool in this study uses CSI (Customers Satisfaction Index) analysis and IPA (Importance Performance Analysis) analysis with the help of the SPSS program. The results showed that the consumer satisfaction index at Bank Riau Kepri Syariah Pekanbaru Branch was 82.84 or was in the "very satisfied" degradation. The IPA analysis pays attention to the strategy for improving the service quality of Bank Riau Kepri Syariah Pekanbaru Branch, prioritizing the following 3 indicators: Strategic location (IPA-Indicator 3); guarantee of error-free transactions (IPA-Indicator 11); Companies can store data accurately (IPA- Indicator 12).
Keywords: Customer Satisfaction, Service Quality, Bank Riau Kepri Syariah Pekanbaru Customer Satisfaction Index (CSI), Importance Performance Index (IPA)

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

1702123177

Penerbit

Pekanbaru : Universitas Riau – Fakultas Ekonomi Dan Bisnis – Manajemen., 2022

Deskripsi Fisik

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Bahasa

Indonesia

ISBN/ISSN

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Klasifikasi

1702123177

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

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Subjek

MANAJEMEN

Info Detail Spesifik

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Pernyataan Tanggungjawab

DAUS

Versi lain/terkait

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