s pea 0805958 table of content
DAFTAR ISI
ABSTRAK ..................................................................................................
i
ABSTRACT ................................................................................................ ii
KATA PENGANTAR ................................................................................ iii
UCAPAN TERIMAKASIH ........................................................................ iv
DAFTAR ISI ............................................................................................... vii
DAFTAR TABEL ....................................................................................... ix
DAFTAR GAMBAR ..................................................................................
x
BAB I
BAB II
BAB III
PENDAHULUAN
1.1 Latar Belakang Penelitian .................................................
1.2 Rumusan Masalah .............................................................
1.3 Maksud dan Tujuan Penelitian ..........................................
1.4 Kegunaan Penelitian..........................................................
1
8
8
9
LANDASAN TEORI
2.1 Konsep Kinerja ...................................................................
2.1.1 Pengertian Kinerja ..................................................
2.1.2 Pengertian Penilaian Kinerja ..................................
2.1.3 Tujuan Pengukuran Kinerja ...................................
2.1.4 Manfaat Pengukuran Kinerja .................................
2.2 Balanced Scorecard ...........................................................
2.2.1 Pengertian Balanced Scorecard .............................
2.2.2 Konsep Balanced Scorecard ..................................
2.2.3 Keunggulan Balanced Scorecard ...........................
2.2.4 Perspektif Pelanggan dari Balanced Scorecard .....
2.3 Kepuasan Pelanggan ..........................................................
2.3.1 Pengertian Kepuasan ..............................................
2.3.2 Model Konseptual Kepuasan Pelanggan ................
2.3.3 Pengukuran tingkat Kepuasan ................................
2.4 Penelitian Terdahulu ..........................................................
2.5 Kerangka Pemikiran ...........................................................
2.6 Hipotesis Penelitian ............................................................
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26
29
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35
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METODE PENELITIAN
3.1 Desain Penelitian ................................................................
3.2 Operasionalisasi Variabel ...................................................
3.3 Populasi dan Sampel ..........................................................
3.3.1 Populasi ....................................................................
3.3.2 Sampel ......................................................................
3.4 Teknik Pengumpulan Data .................................................
3.4.1 Angket ....................................................................
3.5 Analisis Deskriptif Angket .................................................
3.6 Teknik Pengolahan Data dan pengujian Hipotesis .............
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Linda Mauliani P, 2013
Analisis Perbandingan Kinerja Non Keuangan Menggunakan Perspektif Balanced Scorecard
Universitas Pendidikan Indonesia | repository.upi.edu
3.6.1
Teknik Pengolahan Data ........................................
3.6.1.1 Analisis Data Instrumen Penelitian .............
3.6.1.2 Analisis Data Penelitian ..............................
3.6.2 Pengujian Hipotesis ................................................
3.6.2.1 Uji Hipotesis Komparatif ...........................
3.6.2.2 Hipotesis Statistik.......................................
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48
54
55
55
57
BAB IV
HASIL PENELITIAN DAN PEMBAHASAN
4.1 Hasil Penelitian .................................................................. 59
4.1.1 Gambaran Umum Tentang PT. Bank Negara
Indonesia (Persero) Tbk ........................................ 59
4.1.1.1 Sejarah Singkat PT. Bank Negara Indonesia
(Persero) Tbk .............................................. 59
4.1.1.2 Visi dan Misi PT. Bank Negara Indonesia
(Persero) Tbk .............................................. 61
4.1.1.3 Logo PT. Bank Negara Indonesia (Persero)
Tbk ............................................................. 62
4.1.1.4 Tuntutan Perilaku Insan PT. Bank Negara
Indonesia (Persero) Tbk ............................. 63
4.1.1.5 Struktur Organisasi dan Uraian Tugas Kantor
Layanan PT. Bank Negara Indonesia (Persero)
Tbk ............................................................. 64
4.1.1.6 Standar Pelayanan PT. Bank Negara Indonesia
(Persero) Tbk .............................................. 69
4.2 Gambaran Umum Responden Penelitian .......................... 70
4.3 Analisa Data Penelitian..................................................... 71
4.4 Pengujian Hipotesis Komparatif ....................................... 73
4.4.1 Pengujian Hipotesis .............................................. 73
4.5 Pembahasan Hasil Penelitian ............................................ 83
4.5.1 Gambaran Perbedaan Kepuasan Pelanggan pada
BNI KLN UPI Bandung dan BNI KLN Ganesha
Bandung ................................................................ 83
BAB V
KESIMPULAN DAN SARAN
5.1 Kesimpulan ........................................................................ 85
5.2 Saran .................................................................................. 86
DAFTAR PUSTAKA .................................................................................
LAMPIRAN
RIWAYAT HIDUP
Linda Mauliani P, 2013
Analisis Perbandingan Kinerja Non Keuangan Menggunakan Perspektif Balanced Scorecard
Universitas Pendidikan Indonesia | repository.upi.edu
88
DAFTAR TABEL
Tabel 1.1 Hasil Survey The Bank Service Excellence 2008 – 2012
Marketing Research Indonesia (MRI) .....................................
Tabel 1.2 Hasil Survey Kepuasan Nasabah BNI KLN UPI dan BNI
KLN Ganesha Bandung ..........................................................
Tabel 1.3 Jumlah Nasabah Tahun 2010 – 2012 BNI KLN UPI dan
BNI KLN Ganesha Bandung....................................................
Tabel 3.1 Operasionalisasi Variabel .........................................................
Tabel 3.2 Penilaian Skala Numerik ..........................................................
Tabel 3.3 Rekapitulasi Ukuran Kepuasan Pelanggan ..............................
Tabel 3.4 Hasil Uji Validitas ....................................................................
Tabel 3.5 Rekapitulasi Pengujian Reliabilitas ..........................................
Tabel 4.1 Gambaran Umum Mengenai Responden Penelitian ................
Tabel 4.2 Uji Normalitas dengan Kolmogorov-Smirnov..........................
Tabel 4.3 Data Angket Responden Nasabah pada BNI KLN UPI
Bandung ...................................................................................
Tabel 4.4 Data Angket Responden Nasabah pada BNI KLN Ganesha
Bandung ...................................................................................
Tabel 4.5 Hasil Perhitungan Per-indikator Kepuasan Pelanggan
BNI KLN UPI dan BNI KLN Ganesha ....................................
Tabel 4.6 Group Statistic..........................................................................
Tabel 4.6 Independent Sample Test ..........................................................
Linda Mauliani P, 2013
Analisis Perbandingan Kinerja Non Keuangan Menggunakan Perspektif Balanced Scorecard
Universitas Pendidikan Indonesia | repository.upi.edu
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7
7
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DAFTAR GAMBAR
Gambar 2.1
Gambar 2.2
Gambar 2.3
Gambar 2.4
Gambar 4.1
Gambar 4.2
Gambar 4.3
Gambar 4.4
Hubungan Keempat Perspektif dengan Balanced Scorecard
Perspektif Konsumen dalam Balanced Scorecard .................
Pembentukan Kepuasan/Ketidakpuasan Pelanggan ...............
Kerangka Pemikiran ...............................................................
Logo PT. Bank Negara Indonesia (Persero) Tbk ...................
Struktur Organisasi BNI KLN UPI Bandung .........................
Struktur Organisasi BNI KLN Ganesha Bandung .................
Uji Normalitas di BNI KLN UPI dan BNI KLN Ganesha
Bandung .................................................................................
Gambar 4.5 Total Skor Jawaban Responden Nasabah BNI KLN UPI
Bandung ..................................................................................
Gambar 4.6 Total Skor Jawaban Responden Nasabah BNI KLN Ganesha
Bandung ..................................................................................
Linda Mauliani P, 2013
Analisis Perbandingan Kinerja Non Keuangan Menggunakan Perspektif Balanced Scorecard
Universitas Pendidikan Indonesia | repository.upi.edu
19
24
27
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62
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ABSTRAK ..................................................................................................
i
ABSTRACT ................................................................................................ ii
KATA PENGANTAR ................................................................................ iii
UCAPAN TERIMAKASIH ........................................................................ iv
DAFTAR ISI ............................................................................................... vii
DAFTAR TABEL ....................................................................................... ix
DAFTAR GAMBAR ..................................................................................
x
BAB I
BAB II
BAB III
PENDAHULUAN
1.1 Latar Belakang Penelitian .................................................
1.2 Rumusan Masalah .............................................................
1.3 Maksud dan Tujuan Penelitian ..........................................
1.4 Kegunaan Penelitian..........................................................
1
8
8
9
LANDASAN TEORI
2.1 Konsep Kinerja ...................................................................
2.1.1 Pengertian Kinerja ..................................................
2.1.2 Pengertian Penilaian Kinerja ..................................
2.1.3 Tujuan Pengukuran Kinerja ...................................
2.1.4 Manfaat Pengukuran Kinerja .................................
2.2 Balanced Scorecard ...........................................................
2.2.1 Pengertian Balanced Scorecard .............................
2.2.2 Konsep Balanced Scorecard ..................................
2.2.3 Keunggulan Balanced Scorecard ...........................
2.2.4 Perspektif Pelanggan dari Balanced Scorecard .....
2.3 Kepuasan Pelanggan ..........................................................
2.3.1 Pengertian Kepuasan ..............................................
2.3.2 Model Konseptual Kepuasan Pelanggan ................
2.3.3 Pengukuran tingkat Kepuasan ................................
2.4 Penelitian Terdahulu ..........................................................
2.5 Kerangka Pemikiran ...........................................................
2.6 Hipotesis Penelitian ............................................................
11
11
13
14
15
17
17
18
20
22
25
25
26
29
33
35
37
METODE PENELITIAN
3.1 Desain Penelitian ................................................................
3.2 Operasionalisasi Variabel ...................................................
3.3 Populasi dan Sampel ..........................................................
3.3.1 Populasi ....................................................................
3.3.2 Sampel ......................................................................
3.4 Teknik Pengumpulan Data .................................................
3.4.1 Angket ....................................................................
3.5 Analisis Deskriptif Angket .................................................
3.6 Teknik Pengolahan Data dan pengujian Hipotesis .............
39
41
42
42
44
44
44
46
48
Linda Mauliani P, 2013
Analisis Perbandingan Kinerja Non Keuangan Menggunakan Perspektif Balanced Scorecard
Universitas Pendidikan Indonesia | repository.upi.edu
3.6.1
Teknik Pengolahan Data ........................................
3.6.1.1 Analisis Data Instrumen Penelitian .............
3.6.1.2 Analisis Data Penelitian ..............................
3.6.2 Pengujian Hipotesis ................................................
3.6.2.1 Uji Hipotesis Komparatif ...........................
3.6.2.2 Hipotesis Statistik.......................................
48
48
54
55
55
57
BAB IV
HASIL PENELITIAN DAN PEMBAHASAN
4.1 Hasil Penelitian .................................................................. 59
4.1.1 Gambaran Umum Tentang PT. Bank Negara
Indonesia (Persero) Tbk ........................................ 59
4.1.1.1 Sejarah Singkat PT. Bank Negara Indonesia
(Persero) Tbk .............................................. 59
4.1.1.2 Visi dan Misi PT. Bank Negara Indonesia
(Persero) Tbk .............................................. 61
4.1.1.3 Logo PT. Bank Negara Indonesia (Persero)
Tbk ............................................................. 62
4.1.1.4 Tuntutan Perilaku Insan PT. Bank Negara
Indonesia (Persero) Tbk ............................. 63
4.1.1.5 Struktur Organisasi dan Uraian Tugas Kantor
Layanan PT. Bank Negara Indonesia (Persero)
Tbk ............................................................. 64
4.1.1.6 Standar Pelayanan PT. Bank Negara Indonesia
(Persero) Tbk .............................................. 69
4.2 Gambaran Umum Responden Penelitian .......................... 70
4.3 Analisa Data Penelitian..................................................... 71
4.4 Pengujian Hipotesis Komparatif ....................................... 73
4.4.1 Pengujian Hipotesis .............................................. 73
4.5 Pembahasan Hasil Penelitian ............................................ 83
4.5.1 Gambaran Perbedaan Kepuasan Pelanggan pada
BNI KLN UPI Bandung dan BNI KLN Ganesha
Bandung ................................................................ 83
BAB V
KESIMPULAN DAN SARAN
5.1 Kesimpulan ........................................................................ 85
5.2 Saran .................................................................................. 86
DAFTAR PUSTAKA .................................................................................
LAMPIRAN
RIWAYAT HIDUP
Linda Mauliani P, 2013
Analisis Perbandingan Kinerja Non Keuangan Menggunakan Perspektif Balanced Scorecard
Universitas Pendidikan Indonesia | repository.upi.edu
88
DAFTAR TABEL
Tabel 1.1 Hasil Survey The Bank Service Excellence 2008 – 2012
Marketing Research Indonesia (MRI) .....................................
Tabel 1.2 Hasil Survey Kepuasan Nasabah BNI KLN UPI dan BNI
KLN Ganesha Bandung ..........................................................
Tabel 1.3 Jumlah Nasabah Tahun 2010 – 2012 BNI KLN UPI dan
BNI KLN Ganesha Bandung....................................................
Tabel 3.1 Operasionalisasi Variabel .........................................................
Tabel 3.2 Penilaian Skala Numerik ..........................................................
Tabel 3.3 Rekapitulasi Ukuran Kepuasan Pelanggan ..............................
Tabel 3.4 Hasil Uji Validitas ....................................................................
Tabel 3.5 Rekapitulasi Pengujian Reliabilitas ..........................................
Tabel 4.1 Gambaran Umum Mengenai Responden Penelitian ................
Tabel 4.2 Uji Normalitas dengan Kolmogorov-Smirnov..........................
Tabel 4.3 Data Angket Responden Nasabah pada BNI KLN UPI
Bandung ...................................................................................
Tabel 4.4 Data Angket Responden Nasabah pada BNI KLN Ganesha
Bandung ...................................................................................
Tabel 4.5 Hasil Perhitungan Per-indikator Kepuasan Pelanggan
BNI KLN UPI dan BNI KLN Ganesha ....................................
Tabel 4.6 Group Statistic..........................................................................
Tabel 4.6 Independent Sample Test ..........................................................
Linda Mauliani P, 2013
Analisis Perbandingan Kinerja Non Keuangan Menggunakan Perspektif Balanced Scorecard
Universitas Pendidikan Indonesia | repository.upi.edu
6
7
7
42
45
47
50
53
70
72
74
77
79
81
82
DAFTAR GAMBAR
Gambar 2.1
Gambar 2.2
Gambar 2.3
Gambar 2.4
Gambar 4.1
Gambar 4.2
Gambar 4.3
Gambar 4.4
Hubungan Keempat Perspektif dengan Balanced Scorecard
Perspektif Konsumen dalam Balanced Scorecard .................
Pembentukan Kepuasan/Ketidakpuasan Pelanggan ...............
Kerangka Pemikiran ...............................................................
Logo PT. Bank Negara Indonesia (Persero) Tbk ...................
Struktur Organisasi BNI KLN UPI Bandung .........................
Struktur Organisasi BNI KLN Ganesha Bandung .................
Uji Normalitas di BNI KLN UPI dan BNI KLN Ganesha
Bandung .................................................................................
Gambar 4.5 Total Skor Jawaban Responden Nasabah BNI KLN UPI
Bandung ..................................................................................
Gambar 4.6 Total Skor Jawaban Responden Nasabah BNI KLN Ganesha
Bandung ..................................................................................
Linda Mauliani P, 2013
Analisis Perbandingan Kinerja Non Keuangan Menggunakan Perspektif Balanced Scorecard
Universitas Pendidikan Indonesia | repository.upi.edu
19
24
27
37
62
65
65
72
75
78