IMPLEMENTASI METODE QFD (QUALITY FUNCTION DEPLOYMENT) DALAM PENINGKATAN KUALITAS PELAYANAN PADA PT BANK MUAMALAT INDONESIA, Tbk KANTOR CABANG MALANG

Bekti , Purwaningtyas (2010) IMPLEMENTASI METODE QFD (QUALITY FUNCTION DEPLOYMENT) DALAM PENINGKATAN KUALITAS PELAYANAN PADA PT BANK MUAMALAT INDONESIA, Tbk KANTOR CABANG MALANG. Other thesis, University of Muhammadiyah Malang.

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Abstract

Islamic Banking has a good prospect in the future. These conditions encourage conventional banks to open Islamic business units, causing the Indonesian Sharia banking competition getting tighter. This is a challenge for PT Bank Muamalat Indonesia, Tbk, which is the first Islamic bank in Indonesia. One strategy for survival is to always maintain and improve the quality of service. QFD (Quality Function Deployment) can be an alternative way to improve the quality of service. This method is based on consumer votes. The result of this method of analysis will be established in a house of quality / House of Quality (HoQ). From the analysis of QFD is known that the quality of service from PT Bank Muamalat Indonesia, Tbk. Malang Branch still not satisfy customers. Most unsatisfactory of attributes are the attributes of the building room comfort, speed in responding to employee complaints from customers, service procedures, employees in serving customers' speed, capacity of existing facilities and infrastructure. Things that can be associated with attributes that are less satisfactory (technical responses), among others, complete the facilities and infrastructure (eg: TV, AC, mosque, parking lots, the front office), Manage the existing facilities and infrastructure (eg : mosque, parking lots, the front office) so that the capacity to comply with, the minister did not make customers wait a long time, and responsive in resolving problems.

Item Type: Thesis (Other)
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: Faculty of Economic > Department of Management
Depositing User: Rayi Tegar Pamungkas
Date Deposited: 05 Apr 2012 02:32
Last Modified: 05 Apr 2012 02:32
URI: http://eprints.umm.ac.id/id/eprint/1871

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