Pengukuran Kinerja Perbankan Menggunakan Kriteria Malcolm Baldrige National Quality Award (Studi Kasus Pada PT. Bank XYZ)
Abstract: PT. Bank XYZ is one
of a growing bank in Indonesia. At the branch level and business unit, PT. Bank
XYZ has been using the financial report or financial statements as a KPI (Key
Performance Indicators) in order to conducting performance measurement. Beside
the financial report, steps needed to survive the competition and developments
in the banking world is equipped with an evaluation of service levels to
customers and performance measurement in the company externally. At the
external level, performance measurement is considered important because it can
figure out how to deal with customers and commitment to listening to customers
in the long term market success. This study aims to measure the performance of
PT. Bank XYZ so that consistency of performance can be monitored. To know this,
carried out using criteria Malcolm Baldrige National Quality Award 2009-2010.
One of the selected categories, namely customer focus category. In the
measurement of customer focus category is divided into two parts, namely, measurement
of performance-related managerial and performance measurement related to the
consumer (customer). Measurements relating to Managerial done with interviews
and discussions with the leaders (branch manager) PT. Bank XYZ, while
associated with consumer (customer) is done by measuring customer satisfaction
using a questionnaire based on five dimensions of SERVQUAL. Number of samples
to be used as a customer satisfaction questionnaire in this study of 100
respondents who were trading in PT. Bank XYZ. From the survey results revealed
that the quality of service PT. Bank XYZ is based on five dimensions of
SERVQUAL is expressed either as the average interval between the range 3.4 to
4.19. However, when viewed from the level of customer satisfaction is based on
the interests of performance, found that of the five dimensions of quality of
existing services, the customer is not satisfied but the approach is quite
satisfied with the service at the PT. Bank XYZfor satisfaction scores showed a
minus (-). MBNQA criteria for scoring the results of customer focus category
has score 54 of the total score of 85 points. Item get customer engagement
score of 28, while the voice of the customer items to score 26. These results
indicate a good first step in developing a performance measurement in the other
six MBNQA criteria.
Penulis: Fakhrina Fahma, Roni
Zakaria R., Muhammad Hary Sajiwo
Kode Jurnal: jptindustridd120191
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