Analisis Kualitas Layanan Mesin EDC terhadap Kepuasan Merchant dengan Pengukuran Kano

• Main Authors: Ricky Ramilton, Prasetyo Hadi, Alfatih S. Manggabarani
• Format: Article
• Language: English
• Published: Fakultas Ekonomi dan Bisnis, UPN Veteran Jakarta 2020-01-01
• Series: Ekonomi dan Bisnis
• Subjects: kepuasan merchant; kualitas pelayanan; mesin edc; model kano
• Online Access: https://ejournal.upnvj.ac.id/index.php/ekobis/article/view/761/pdf
• ISSN: 2356-0282; 2684-7582

This research was conducted to determine the quality of EDC machine service to the satisfaction of Bank Mandiri Region IV Jakarta merchants into the Kano odel category, and also calculated CS-Coefficient to determine how much influence each attribute had on merchant satisfaction and merchant dissatisfaction. In this study there were 18 attributes used to measure the satisfaction of the merchants. These attributes are used to find out which attributes have a major influence on merchant satisfaction and dissatisfaction. The CS-Coefficient calculation shows that the highest value and the one that influences merchant satisfaction is 2 attributes, with a better value of 0.565 in attribute number 7, that is, bank officers provide cashier training for merchants such as procedures for using EDC machines and number attributes 12 amounting to 0.543 ie the bank officer responds quickly to complaints from merchants. For attributes that affect dissatisfaction with a worse value of -0,632, it is in attribute number 15, the bank provides a replacement EDC machine for damage to the EDC machine. Based on the results of the study, it can be concluded that merchant satisfaction can be done through an increase. Bank officers provide cashier training for merchants such as procedures for using EDC machines, bank officers respond quickly to complaints from merchants