IMPROVING CUSTOMER SATISFACTION IN CLAIM AND REFUND PROCESS USING SERVQUAL AND QFD METHOD (CASE OF PT BANK DANAKU)

• Main Author: Mulyadi, Muhsin
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/49196
• Institution: Institut Teknologi Bandung

In banking industry, customers are the source of profit and revenue for the service organizations and improvements in service quality leads to customer loyalty. One of the problems that has many complaint in Bank Danaku is failure transaction that leads customers fund being held back, which cause an unpleasant experience for the customer. This lack of quality of service becomes one of the obstacles to the level of customers satisfaction. This research aimed to find out what the root causes of the problems and how to handle and find the best solution for this matters, Servqual method and Quality Function Deployment will be using for this research. Servqual method is used to identify and prioritize customer satisfaction. There are 5 dimensions used in this research is Tangible, Reliability, Responsiveness, Assurance, and Empathy. The results of this research indicate that the gap value of the five dimensions has a negative value, 10 out of 19 attributes were found negative value. Which means the quality of service is not in accordance with the expected by Bank Danaku’s Customers. After identifying the gap, customers’ requirements and technical service specifications were identified and their relation was examined in QFD matrix. In the end, the absolute and relative weights of the technical specifications of banking services were accounted and prioritized. Prioritizing the technical specifications was as follows: based on House of Quality result, it has been found the first priority that the company should fulfill is doing training for the employees to get the special knowledge & skill related reconciliation. Second priority is the company should improve their communication between the IT team, backend and frontline officer. Afterwards, the company should enhance some of their software that can help their employee performance, so the human error that possibly happens in the future can be reduced.