ANALISIS MENGUKUR TINGKAT KEPENTINGAN DAN KEPUASAN NASABAH PT. BANK MANDIRI CABANG PALANGKA RAYA

Sari

There are quite similar reasons for debtors in selecting bank to the reasons in
keeping funds. It is not merely concerning interest rate and facilities, service is also an
important factor. This factor is greatly important regarding business activity between one
bank and others can be said to be the same. The different thing is a matter of services.
This research is located in Mandiri Bank Palangka Raya Branch. This research
aims to (1) determine and analyze the level of conformity of interest level of service
elements according to customers on the performance that has been conducted by Mandiri
Bank Palangka Raya Branch (2) to determine customers’ satisfaction on the services that
have been given so that it can assist the Mandiri Bank performance to achieve better
quality improvement through determination of main priority.
The samples are 100 customers of Mandiri Bank Palangka Raya Branch as the
respondents using accidental sampling technique, the analysis used is customers’
Importance-Performance analysis. This analysis uses Cartesians Diagram divided into
four quadrants. In this research, there are some main considerations by Mandiri Bank
Palangka Raya Branch namely (a) Teller attention to the customers, employee
willingness to service the customers (b) Waiting time in the queue (c) existence of
Mandiri ATM machine (d) Interest rate level given by the bank.