Improving the Quality of Customer Service System at Sharia Bank using SERVQUAL and Six Sigma Methods
Journal Title: American journal of Engineering Research - Year 2017, Vol 6, Issue 6
Abstract
Customer satisfaction is a main factor important to Islamic banking in its effort to improve service quality. Customers expect the Bank Syariah Wilayah Jakarta Timur to have good service quality, yet customers perceived that it does not meet their expectations, which in turn resulted in their dissatisfaction. This can be assessed from the gap between customers’ perceptions and expectations. The dimension of reliability forms the widest gap. The mapping of perception value and customers’ expectation for the SERVQUAL dimension identifies that the making of the ATM card gets the highest priority for further improvement. The customer service system in the process of making a named ATM card for Bank Syariah savings is actually still centralized in the Area II Card head office of Bank Syariah in Jakarta. During January to September 2013, 73% of the delays were later than its standard time (five work days). Improvements in the quality of customer service system in the customer service unit was designed with the SERVQUAL method and Six Sigma which is a holistic approach to problem solving and process improvement through the stages of DMAIC (define, measure, analyze, improve and control). During the Improve stage is designed an improvement action on the customer service system in dealing with the need for the making of a named ATM card by replacing the centralized system in the Area II Card head office of Bank Syariah with the decentralized system at the branch office.
Authors and Affiliations
Leola Dewiyani1 ,, Umi Marfuah2
Keywords
Related Articles
- EP ID EP401414
- DOI -
- Views 42
- Downloads 0
Some Fixed Point Results in Dislocated Metric Space
In this article, we establish some common fixed point results for a pair of weakly compatible mappings which generalize and extend the results of A. Amri and D. Moutawakil [1] and W. Sintunavarat and P. Kumam [6] in disl...
Aid and Assistance China for Development Socio-Economical and Cultural To Central African Republic
The Central African Republic like the heart World, through the vicissitudes given its geographical position. Its accession in 1960 to the Maoist movement has been consolidated by the ChinaAfrica Forum held in October 200...
Single-Phase Nine-Level Inverter with Novel Pulse Width Modulation Scheme for Resistive-Inductive Load
A single-phase nine-level inverter with a novel pulse width modulation (PWM) scheme for R-L load is presented in this paper. Four triangular carrier signals that are identical to each other with an offset that is equival...
Analysis of Corona Effect on Transmission Line
The effect of Corona on high voltage transmission line is one of the cause of power loss in power system and this is uneconomical and undesirable. The study of Corona and factors responsible for the loss is investigated...
Cfd Applied in the Optimization of A Dryer For Parchment Coffee Drying (Coffeaarabica L.)By Forced Ventilation
The present study analyzes the efficiency of parchment coffee drying process in a forced greenhouse type solar dryer. The environmental conditions in the solar dryer were measured during a day of operation, in which the...