Analisis Kepuasan Customer Menggunakan Pendekatan Model Kano Dan Aplikasi Quality Function Deployment (Qfd) Dan Teoriya Resheniya Izobretatelskikh Zadatch (Triz) Untuk Meningkatkan Mutu Layanan Jasa Perbankan (Studi Kasus di PT. Bank Rakyat Indonesia Kantor Bangli)

Abstract

The current competition among banking institutions has made customers more careful in choosing trusted banking institutions. If the customer gets a service that is not in accordance with what is desired, the management can lose customer confidence. In the end, customers will look for other banking institutions. This is a loss for management. Management should improve service quality to continue to gain customer trust and can continue to grow. Therefore, banking institutions need to create a Service Standard for the minimum implementation of banking services that are in accordance with the wishes of customers. This study aims to determine the standard of service that is in accordance with the wishes of customers and to prioritize the quality of service improvements that should be given to BRI bank customers at the Bangli office. The approach taken is the Kano method to categorize customer desires into the Kano category, the Quality Function Deployment (QFD) method to translate customer desires into what must be produced by bank management and the Resheniya Izobretatelskikh Zadatch (TRIZ) Theory method to improve mutual technical responses contradict. This study uses a questionnaire as a research instrument. Through the results of questionnaires it is known that 10 desires are needed by customers and are grouped based on 3 dimensions of Canoe. The results of categorizing attributes with Kano show that there are still categorized attributes as must be and one dimensional, meaning that there still needs to be a form of improvement from the management of the bank. From the formation of the House of Quality (HOQ) matrix, it is known that the variable "documentation and information" is the first priority in efforts to improve with the highest importance level of 19.58% and difficulty level 13.10%.