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dc.contributor.authorSiagian, Chronika
dc.date.accessioned2016-10-21T04:04:36Z
dc.date.available2016-10-21T04:04:36Z
dc.date.issued2016-10-21
dc.identifier.otherFranz
dc.identifier.urihttp://repository.usu.ac.id/handle/123456789/62128
dc.description080523020en_US
dc.description.abstractPenelitian ini bertujuan untuk menganalisis tingkat kepuasan nasabah terhadap produk layanan BRI mobile banking di kota Medan. Teknik penelitian yang digunakan adalah dengan memberikan kuisioner kapada para nasabah yang menggunakan layanan mobile banking BRI tersebut. Jenis data yang digunakan adalah data primer. Metode analisis data yang digunakan adalah analisis deskripftif, Importance Performance Analysis, dan Customer Satsifaction Index. Hasil penelitian menunjukkan nilai CSI sebesar 70,4%. Hal ini menandakan bahwa sebagian besar nasabah merasa puas terhadap pelayanan mobile banking BRI di kota Medan. Sedangkan jika dilihat dari hasil perhitungan metode IPA, masih banyak beberapa atribut yang perlu diperbaiki yakni kemudahan untuk informasi pelayanan BRI mobile banking, BRI memiliki jumlah ATM dan jaringan ATM yang banyak dan mudah, bank menyelesaikan pelayanan BRI mobile banking tepat waktu, BRI memberikan informasi terhadap gangguan pelayanan, BRI tidak pernah melakukan kesalahan dalam pencatatan keuangan, kecepatan dan ketanggapan jaringan/situs layanan mobile banking BRI, ketanggapan petugas dalam mengisi mesin ATM yang telah kosong, dan sikap petugas teknik terhadap pelanggan dalam melaksanakan tugasnya.en_US
dc.description.abstractThe purpose of this research is to analyze customer satisfaction of BRI mobile banking service in Medan. This research used inquiry that was given to the 100 customers using the mobile banking service as the research technic. The type of data used is primary data. Data analysis method used is descriptive analysis, Importance Performance Analysis, and Customer Satsifaction Index. The result of this study showed that CSI method equal is 70,4%. It means that the majority of customers were satisfied by BRI mobile banking service. Besides, from the IPA method showed that there are still many attributes which needs to be fixed by BRI such as the rashness of BRI mobile banking information services, BRI has a number of ATM and its ATM network numerous and easily found, BRI finishing its’ services on time, BRI give the information of disturbance services, BRI never made a mistakes of transaction fault entries, speed and responsiveness of its’ network / site mobile banking service, responsiveness of the officers to fill emptied ATM, and the engineering officers attitude in carrying out their duties to customers.en_US
dc.language.isoiden_US
dc.subjectCustomer Satisfactionen_US
dc.subjectImportance Performance Analysisen_US
dc.subjectCustomer Satsifaction Indexen_US
dc.titleAnalisis Tingkat Kepuasan Nasabah Terhadap Produk Layanan BRI Mobile Banking Bank Rakyat Indonesia Di Kota Medanen_US
dc.typeMaster Thesesen_US


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