Analisis Pelayanan Bank 9 Jambi Syariah Kota Jambi Menggunakan Metode Importance Performance Analysis (IPA)

Erfianti, Ditya (2022) Analisis Pelayanan Bank 9 Jambi Syariah Kota Jambi Menggunakan Metode Importance Performance Analysis (IPA). S1 thesis, Universitas Jambi.

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Abstract

ABSTRAK Penelitian ini bertujuan untuk menganalisis kualitas pelayanan di Bank 9 Jambi Syariah dengan menggunakan pendekatan IBSQ (Islamic Banking Service Quality) yaitu Sharia Compliance (Kepatuhan syariah), Effectivenes and Assurance (Efektivitas dan Jaminan), Access (Akses), Price (Harga), Service Portofolio (Portofolio Layanan), Reliability (Kehandalan), dan Tangible (Keterwujudan). Penelitian ini merupakan penelitian deskriptif kuantitatif. Populasi dari penelitian ini yaitu mitra Bank 9 Jambi Syariah Kota Jambi. Sedangkan metode pengambilan sampel menggunakan probability sampling dengan teknik simple random sampling, sampel didapat dengan menggunakan rumus Taro Yamane dengan jumlah sampel sebanyak 100 responden. Pengumpulan data menggunakan metode observasi, kuesioner, dan telaah dokumen. Teknik analisis dalam penelitian ini menggunakan analisis Importance Performance Analysis (IPA). Hasil penelitian loading factor didapatkan delapan (8) atribut pelayanan kritis yang menjadi rekomendasi perbaikan untuk manajemen Bank 9 Jambi Syariah. Atribut-atribut pelayanan pada kuadran A merupakan prioritas perbaikan yang harus dilakukan oleh Bank 9 Jambi Syariah agar tetap memiliki keunggulan bersaing. Kata Kunci : Kualitas Pelayanan, IBSQ, Importance Performance Analysis, loading factor   ABSTRACT This study aims to analyze the quality of service at Bank 9 Jambi Syariah using the IBSQ (Islamic Banking Service Quality) approach, namely Sharia Compliance, Effectiveness and Assurance, Access, Price, Service Portfolio, Reliability, and Tangible. This research is a quantitative descriptive study. The population of this study is a partner of Bank 9 Jambi Syariah Jambi City. While the sampling method uses probability sampling with a simple random sampling technique, the sample was obtained using the Taro Yamane formula with a total sample of 100 respondents. Data collection uses observation methods, questionnaires, and document reviews. The analysis technique in this study used Importance Performance Analysis (IPA) analysis. The results of the loading factor study obtained eight (8) critical service attributes which became recommendations for improvement for the management of Bank 9 Jambi Syariah. The service attributes in quadrant A are priority improvements that must be made by Bank 9 Jambi Syariah in order to continue to have a competitive advantage. Keywords : Quality of Service, IBSQ, Importance Performance Analysis, loading factor

Type:	Thesis (S1)
Uncontrolled Keywords:	Kualitas pelayanan, IBSQ, Importance Performance Analysis, Loading Factor
Subjects:	L Education > L Education (General)
Divisions:	Fakultas Ekonomi dan Bisnis > Ekonomi Islam
Depositing User:	Erfianti
Date Deposited:	05 Sep 2022 06:43
Last Modified:	05 Sep 2022 06:43
URI:	https://repository.unja.ac.id/id/eprint/39019

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