Improving the Quality of Customer Service System at Sharia Bank using SERVQUAL and Six Sigma Methods

摘要

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 hea d 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 t he 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.