Analisis Tingkat Kepuasan Nasabah Terhadap Produk Layanan BRI Mobile Banking Bank Rakyat Indonesia Di Kota Medan
ANALISIS TINGKAT KEPUASAN NASABAH TERHADAP PRODUK
LAYANAN BRI MOBILE BANKING BANK RAKYAT INDONESIA DI
KOTA MEDAN
OLEH
CHRONIKA SIAGIAN
080523020
PROGRAM STUDI EKONOMI PEMBANGUNAN
DEPARTEMEN EKONOMI PEMBANGUNAN
FAKULTAS EKONOMI DAN BISNIS
UNIVERSITAS SUMATERA UTARA
MEDAN
2014
Universitas Sumatera Utara
ABSTRAK
ANALISIS TINGKAT KEPUASAN NASABAH TERHADAP PRODUK
LAYANAN BRI MOBILE BANKING BANK RAKYAT INDONESIA DI KOTA
MEDAN
Penelitian 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.
Kata Kunci:
Kepuasan Konsumen, Importance Performance Analysis,
Customer Satsifaction Index.
i
Universitas Sumatera Utara
ABSTRACT
ANALISIS TINGKAT KEPUASAN NASABAH TERHADAP PRODUK
LAYANAN BRI MOBILE BANKING BANK RAKYAT INDONESIA DI KOTA
MEDAN
The 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.
Keywords: Customer Satisfaction, Importance Performance Analysis, Customer
Satsifaction Index.
ii
Universitas Sumatera Utara
DAFTAR ISI
ABSTRAK............................................................................................ .......
ABSTRACT ...............................................................................................
DAFTAR ISI ...............................................................................................
DAFTAR TABEL ......................................................................................
DAFTAR GAMBAR ..................................................................................
DAFTAR LAMPIRAN ...............................................................................
BAB I
BAB II
BAB III
i
ii
iii
v
vi
vii
PENDAHULUAN
1.1 Latar Belakang ................................................................
1.2 Rumusan Masalah ............................................................
1.3 Tujuan Penelitian..............................................................
1.4 Manfaat Penelitian ...........................................................
1
5
5
5
TINJAUAN PUSTAKA
2.1 Tinjauan Teoritis ..............................................................
2.1.1 Pengertian Internet Banking dan Mobile Banking ...
2.1.2 Fasilitas Layanan Mobile Banking BRI ..................
2.1.3 Dimensi Kualitas Pelayanan ...................................
2.1.4 Kelebihan Layanan Mobile Banking .......................
2.1.5 Kekurangan Layanan Mobile Banking ....................
2.1.6 Pengertian Kepuasan Konsumen .............................
2.2 Penelitian Terdahulu .........................................................
2.3 Kerangka Konseptual ......................................................
2.4 Hipotesis ..........................................................................
7
7
8
9
11
12
14
16
18
18
METODE PENELITIAN
3.1 Jenis Penelitian .................................................................
3.2 Tempat dan Waktu Penelitian ...........................................
3.3 Batasan Operasional .........................................................
3.4 Defenisi Operasional ........................................................
3.5 Skala Pengukuran Variabel ...............................................
3.6 Populasi dan Sampel Penelitian ........................................
3.6.1 Populasi Penelitian .................................................
3.6.2 Sampel Penelitian ...................................................
3.7 Jenis Data .........................................................................
3.8 Metode Pengumpulan Data ...............................................
3.9 Uji Validitas dan Reliabilitas Data ....................................
3.9.1 Uji Validitas Data ..................................................
19
19
19
19
20
22
22
22
22
23
23
23
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Universitas Sumatera Utara
3.9.2 Uji Reliabilitas Data ...............................................
3.9.3 Teknik Analisis Data ..............................................
BAB IV
BAB V
24
24
HASIL PENELITIAN DAN PEMBAHASAN
4.1 Perkembangan Penggunaan Mobile Banking BRI di
Sumatera Utara .................................................................
4.2 Karakteristik Responden...................................................
4.3 Hasil Analisis Data ...........................................................
4.3.1 Uji Validitas Data ...................................................
4.3.2 Uji Reliabilitas Data ...............................................
4.3.3 Analisis Deskriptif Variabel Penelitian ...................
4.3.4 Tingkat Kepuasan Nasabah Menggunakan Metode
Importance Performance Analysis ..........................
4.3.5 Tingkat Kepuasan Nasabah Menggunakan Metode
Customer Satisfaction Index ...................................
59
KESIMPULAN DAN SARAN
5.1 Kesimpulan ......................................................................
5.2 Saran ................................................................................
62
63
DAFTAR PUSTAKA ..................................................................................
LAMPIRAN
30
30
32
32
35
35
53
64
iv
Universitas Sumatera Utara
DAFTAR TABEL
No. Tabel
Judul
Halaman
Tabel 1.1
Tabel 2.1
Tabel 2.2
Tabel 3.1
Tabel 3.2
Tabel 4.1
Tabel 4.2
Tabel 4.3
Tabel 4.4
Tabel 4.5
Tabel 4.6
Tabel 4.7
Tabel 4.8
Tabel 4.9
Tabel 4.10
Tabel 4.11
Tabel 4.12
Tabel 4.13
Tabel 4.14
Tabel 4.15
Tabel 4.16
Tabel 4.17
Tabel 4.18
Tabel 4.19
Tabel 4.20
Tabel 4.21
Tabel 4.22
Tabel 4.23
Tabel 4.24
Tabel 4.25
Tabel 4.26
Negara Pengguna Internet di Asia Tenggara .....................
Fasilitas Layanan Mobile Banking BRI .............................
Rangkuman Penelitian Terdahulu .....................................
Bobot Nilai Jawaban Responden .......................................
Kriteria Customer Satisfaction Index ................................
Responden Menurut Usia ..................................................
Responden Menurut Jenis Kelamin ...................................
Responden Menurut Pekerjaan..........................................
Hasil Uji Validitas Kepuasan Nasabah ..............................
hasil Uji Validitas Kepentingan Nasabah .........................
Reliabilitas Kepuasan Nasabah .........................................
Reliabilitas Kepentingan Nasabah.....................................
Kenyamanan Ruang Tunggu Kantor .................................
Display dan Informasi yang Cukup ...................................
Kemudahan Informasi Pelayanan ......................................
Jumlah dan Jaringan ATM yang Banyak ...........................
Tepat Waktu .....................................................................
Kemudahan Transaksi Melalui Mobile Banking BRI.........
Kesalahan dalam Pencatatan Keuangan ............................
Perhatian Terhadap Masalah Nasabah BRI Mobile ...........
Kecepatan dan Ketanggapan Karyawan ............................
Kecepatan dan Ketanggapan Jaringan BRI Mobile ...........
Ketanggapan Petugas Mengisi ATM Kosong ....................
Keterampilan Karyawan ...................................................
Keamanan dalam Melakukan Transaksi ............................
Jam Pelayanan Nasabah ....................................................
Kepekaan Petugas Menerima Keluhan Nasabah ................
Sikap Petugas Teknik Bank ..............................................
Bank Memberikan Informasi Gangguan Pelayanan ...........
Hasil Perhitungan Metode IPA .........................................
Hasil Perhitungan Metode CSI .........................................
3
9
16
22
29
31
31
32
33
34
35
35
36
37
38
39
40
41
42
43
44
45
46
47
48
49
50
51
52
53
59
v
Universitas Sumatera Utara
DAFTAR GAMBAR
No. Gambar
Gambar 2.1
Gambar 3.1
Gambar 4.1
Judul
Halaman
Kerangka Konseptual ....................................................
Matriks Importance Performance Analysis ....................
Diagram Kartesius Hasil Pengolahan Metode IPA.........
18
26
56
vi
Universitas Sumatera Utara
DAFTAR LAMPIRAN
No. Lampiran
1
2
3
Judul
Halaman
Kuisioner Penelitian....................................................
Daftar Distribusi Jawaban Responden .........................
Hasil Uji Reliabilitas ...................................................
65
68
78
vii
Universitas Sumatera Utara
viii
Universitas Sumatera Utara
LAYANAN BRI MOBILE BANKING BANK RAKYAT INDONESIA DI
KOTA MEDAN
OLEH
CHRONIKA SIAGIAN
080523020
PROGRAM STUDI EKONOMI PEMBANGUNAN
DEPARTEMEN EKONOMI PEMBANGUNAN
FAKULTAS EKONOMI DAN BISNIS
UNIVERSITAS SUMATERA UTARA
MEDAN
2014
Universitas Sumatera Utara
ABSTRAK
ANALISIS TINGKAT KEPUASAN NASABAH TERHADAP PRODUK
LAYANAN BRI MOBILE BANKING BANK RAKYAT INDONESIA DI KOTA
MEDAN
Penelitian 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.
Kata Kunci:
Kepuasan Konsumen, Importance Performance Analysis,
Customer Satsifaction Index.
i
Universitas Sumatera Utara
ABSTRACT
ANALISIS TINGKAT KEPUASAN NASABAH TERHADAP PRODUK
LAYANAN BRI MOBILE BANKING BANK RAKYAT INDONESIA DI KOTA
MEDAN
The 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.
Keywords: Customer Satisfaction, Importance Performance Analysis, Customer
Satsifaction Index.
ii
Universitas Sumatera Utara
DAFTAR ISI
ABSTRAK............................................................................................ .......
ABSTRACT ...............................................................................................
DAFTAR ISI ...............................................................................................
DAFTAR TABEL ......................................................................................
DAFTAR GAMBAR ..................................................................................
DAFTAR LAMPIRAN ...............................................................................
BAB I
BAB II
BAB III
i
ii
iii
v
vi
vii
PENDAHULUAN
1.1 Latar Belakang ................................................................
1.2 Rumusan Masalah ............................................................
1.3 Tujuan Penelitian..............................................................
1.4 Manfaat Penelitian ...........................................................
1
5
5
5
TINJAUAN PUSTAKA
2.1 Tinjauan Teoritis ..............................................................
2.1.1 Pengertian Internet Banking dan Mobile Banking ...
2.1.2 Fasilitas Layanan Mobile Banking BRI ..................
2.1.3 Dimensi Kualitas Pelayanan ...................................
2.1.4 Kelebihan Layanan Mobile Banking .......................
2.1.5 Kekurangan Layanan Mobile Banking ....................
2.1.6 Pengertian Kepuasan Konsumen .............................
2.2 Penelitian Terdahulu .........................................................
2.3 Kerangka Konseptual ......................................................
2.4 Hipotesis ..........................................................................
7
7
8
9
11
12
14
16
18
18
METODE PENELITIAN
3.1 Jenis Penelitian .................................................................
3.2 Tempat dan Waktu Penelitian ...........................................
3.3 Batasan Operasional .........................................................
3.4 Defenisi Operasional ........................................................
3.5 Skala Pengukuran Variabel ...............................................
3.6 Populasi dan Sampel Penelitian ........................................
3.6.1 Populasi Penelitian .................................................
3.6.2 Sampel Penelitian ...................................................
3.7 Jenis Data .........................................................................
3.8 Metode Pengumpulan Data ...............................................
3.9 Uji Validitas dan Reliabilitas Data ....................................
3.9.1 Uji Validitas Data ..................................................
19
19
19
19
20
22
22
22
22
23
23
23
iii
Universitas Sumatera Utara
3.9.2 Uji Reliabilitas Data ...............................................
3.9.3 Teknik Analisis Data ..............................................
BAB IV
BAB V
24
24
HASIL PENELITIAN DAN PEMBAHASAN
4.1 Perkembangan Penggunaan Mobile Banking BRI di
Sumatera Utara .................................................................
4.2 Karakteristik Responden...................................................
4.3 Hasil Analisis Data ...........................................................
4.3.1 Uji Validitas Data ...................................................
4.3.2 Uji Reliabilitas Data ...............................................
4.3.3 Analisis Deskriptif Variabel Penelitian ...................
4.3.4 Tingkat Kepuasan Nasabah Menggunakan Metode
Importance Performance Analysis ..........................
4.3.5 Tingkat Kepuasan Nasabah Menggunakan Metode
Customer Satisfaction Index ...................................
59
KESIMPULAN DAN SARAN
5.1 Kesimpulan ......................................................................
5.2 Saran ................................................................................
62
63
DAFTAR PUSTAKA ..................................................................................
LAMPIRAN
30
30
32
32
35
35
53
64
iv
Universitas Sumatera Utara
DAFTAR TABEL
No. Tabel
Judul
Halaman
Tabel 1.1
Tabel 2.1
Tabel 2.2
Tabel 3.1
Tabel 3.2
Tabel 4.1
Tabel 4.2
Tabel 4.3
Tabel 4.4
Tabel 4.5
Tabel 4.6
Tabel 4.7
Tabel 4.8
Tabel 4.9
Tabel 4.10
Tabel 4.11
Tabel 4.12
Tabel 4.13
Tabel 4.14
Tabel 4.15
Tabel 4.16
Tabel 4.17
Tabel 4.18
Tabel 4.19
Tabel 4.20
Tabel 4.21
Tabel 4.22
Tabel 4.23
Tabel 4.24
Tabel 4.25
Tabel 4.26
Negara Pengguna Internet di Asia Tenggara .....................
Fasilitas Layanan Mobile Banking BRI .............................
Rangkuman Penelitian Terdahulu .....................................
Bobot Nilai Jawaban Responden .......................................
Kriteria Customer Satisfaction Index ................................
Responden Menurut Usia ..................................................
Responden Menurut Jenis Kelamin ...................................
Responden Menurut Pekerjaan..........................................
Hasil Uji Validitas Kepuasan Nasabah ..............................
hasil Uji Validitas Kepentingan Nasabah .........................
Reliabilitas Kepuasan Nasabah .........................................
Reliabilitas Kepentingan Nasabah.....................................
Kenyamanan Ruang Tunggu Kantor .................................
Display dan Informasi yang Cukup ...................................
Kemudahan Informasi Pelayanan ......................................
Jumlah dan Jaringan ATM yang Banyak ...........................
Tepat Waktu .....................................................................
Kemudahan Transaksi Melalui Mobile Banking BRI.........
Kesalahan dalam Pencatatan Keuangan ............................
Perhatian Terhadap Masalah Nasabah BRI Mobile ...........
Kecepatan dan Ketanggapan Karyawan ............................
Kecepatan dan Ketanggapan Jaringan BRI Mobile ...........
Ketanggapan Petugas Mengisi ATM Kosong ....................
Keterampilan Karyawan ...................................................
Keamanan dalam Melakukan Transaksi ............................
Jam Pelayanan Nasabah ....................................................
Kepekaan Petugas Menerima Keluhan Nasabah ................
Sikap Petugas Teknik Bank ..............................................
Bank Memberikan Informasi Gangguan Pelayanan ...........
Hasil Perhitungan Metode IPA .........................................
Hasil Perhitungan Metode CSI .........................................
3
9
16
22
29
31
31
32
33
34
35
35
36
37
38
39
40
41
42
43
44
45
46
47
48
49
50
51
52
53
59
v
Universitas Sumatera Utara
DAFTAR GAMBAR
No. Gambar
Gambar 2.1
Gambar 3.1
Gambar 4.1
Judul
Halaman
Kerangka Konseptual ....................................................
Matriks Importance Performance Analysis ....................
Diagram Kartesius Hasil Pengolahan Metode IPA.........
18
26
56
vi
Universitas Sumatera Utara
DAFTAR LAMPIRAN
No. Lampiran
1
2
3
Judul
Halaman
Kuisioner Penelitian....................................................
Daftar Distribusi Jawaban Responden .........................
Hasil Uji Reliabilitas ...................................................
65
68
78
vii
Universitas Sumatera Utara
viii
Universitas Sumatera Utara