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 60
- Downloads 0
ICS: An Optimized IDS Mechanism for DDoS Attacks Mitigation
Today, Distributed Denial of Service (DDoS) become a global fear that threat a wide variety of enterprises. Unfortunately, most of small and medium sized enterprises around the world are not well prepared for such type o...
Mechanical and Electrical Properties of Polyaniline/ Lead Oxide Nano Composites
Lead oxide nanoparticles were synthesized by ecofriendly low temperature solution combustion method.Polyaniline (PANI) and PANI- Lead oxide nanocomposites through in-situ chemical oxidative polymerization. The XRD spectr...
Simulationof Direct Current (D.C) Electrical Motor Speed Control
Mathematical equations describing the voltage and corresponding rotational angular speed of the DC motor were applied and simulated using MATLAB.The desired Direct Current (DC) motor speed control is realized by the prop...
Factors Influencing The Performance Characteristics of Terry Warp-Knitted Towels
Terry fabrics and particularly – terry towels, are among the most frequently used textile items in the world. A terry towel is described as a textile product which is made with loop pile on one or both sides generally co...
Students’ Views of Video Teleconference Lessons According to Their Genders
In this study, the views of the third year Medical School students at Hoca Ahmet Yesevi International Turkish-Kazak University on the video teleconference classes they took have been analysed regarding their genders. The...