Klasifikasi Atribut Pelayanan Mobile Banking dengan Kano Model Berdasarkan Dimensi E-Servqual
Journal Title: Jurnal Sistem dan Manajemen Industri - Year 2018, Vol 2, Issue 2
Abstract
This study aims to determine the classification of mobile banking services that improve customer satisfaction based on the dimensions of E-Servqual using the Kano Model method. The classification is needed so that the banks were able to make improvements and innovations in the performance of the quality of their mobile banking services. From the results of data processing using Kano, it is known that the service attributes that need to be improved are the m-banking facility, which features a cash withdrawal service via ATM. This will have a major impact on customer satisfaction because these attributes have the highest satisfaction coefficient value of 0.67 in one-dimensional classification. Furthermore, service attributes that need to be improved and innovated are m-banking has a fast application reactivation service with a satisfaction coefficient of 0.61 in the attractive classification.
Authors and Affiliations
Imam Safi’i
Keywords
Related Articles
- EP ID EP428883
- DOI 10.30656/jsmi.v2i2.696
- Views 127
- Downloads 0
Pengendalian Kualitas Proses Pengemasan Gula Dengan Pendekatan Six Sigma
The main factor to achieve business success in the era of globalization is quality. Quality control is key in maintaining customer loyalty. In the company's production process is still found the resulting product does no...
Aplikasi Seven Tools untuk Mengurangi Cacat Produk White Body pada Mesin Roller
This study aims to demonstrate effectively application of the seven tools as one of the quality management tools to reduce product defects. A case study has been conducted in the production of white body at PT. XYZ, whic...
Studi Pendahuluan Untuk Pengembangan Indeks Kesiapan Kerja Harian
Work related accident is a problem that needs to be considered seriously in Indonesia. The number of occupational accidents is increasing significantly from 96,314 in 2009 to 110,285 in 2015. The mortality rate in these...
PENGUATAN KAPASITASMASYARAKAT MELALUI INOVASI FORMULASI KEBIJAKAN PERENCANAAN PEMBANGUNAN PARTISIPATIF DI KECAMATAN WANASALAM KABUPATEN LEBAK
The purpose of this community service activity is to co-ordinate with the community in developing innovative and participatory development planning policy formulation in a sustainable manner to produce the document as re...
Perancangan Mesin Bending untuk Menurunkan Reject Mechanical Packing Kapasitor
In order to increase productivity required synergizing and balancing all components in the work system. The achievement of labor productivity through activity sustainable done at one manufacturing companies who produce c...