APLIKASI SIX SIGMA DALAM EVALUASI KUALITAS PELAYANAN JASA: STUDI EMPIRIS PADA FT BANK NEGARA LNDONESIA CABANG BENGKULU

Bachri, Syamsul (2014) APLIKASI SIX SIGMA DALAM EVALUASI KUALITAS PELAYANAN JASA: STUDI EMPIRIS PADA FT BANK NEGARA LNDONESIA CABANG BENGKULU. Management Insight, 7 (1). pp. 71-84. ISSN 1978-3884

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Abstract

This study aims to determine the level of quatity seruice :'anch office of Bank Negara Indonesia Bengkulu and find items ;ttributes) which are the dimensions of qualiry of service of the State ?ank Branch Bengkulu Indonesia that need special attention for 'nprovement Model development is done by integrating the Six Sigma tethod, is expected to be implemented in the service industry from the ;'erspective of external and internal perspective. Erternal perspective is tsed to understand what is expected of consumers, perceived the :onsumer, and consumer satisfaction. This method of measuring the .luality of service ottributes of each dimension, so that the gap value is obtained as a difference between consumer perceptions of service received by consumers' expectations of sentices that will be accepted.[nternal perspective of the service is used to identify error-free fzero defect). By using Six Sigma methods, a method that focuses on error-free (zero defect) as well as speed up the elimination of waste throughout the value stream so that it will provide value-added (value added). After doing research, the results of quality ossessment seryices branch of Bank Negara Indonesia Bengkulu shows the average sigma teiel with the vahrc of 4.44 on all indicators. Then the quality of service Bank Negara Indonesia Bengkulu branch is at the level of the majority of the business.There are three indicators as key issues for the Bank Negara Indonesia Bengkulu branch that need attention and improvement as a reference for the future, namely: employees do not provide good seruice and timely (3.56 Sigma), employees do not provide facilities in the service process (3.63 Sigma), and employees have not been able to understand the wants and circumstances the customer {3.98 Sigma)

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