| NIM | C1H021007 |
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| Namamhs | ANAS MAHENDRA WIJAYA |
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| Judul Artikel | LEAN SIX SIGMA APPROACH IN DETERMINING PRIORITIES FOR SERVICE IMPROVEMENT AT BANK RAKYAT INDONESIA BASED ON CUSTOMER PERCEPTIONS, EXPECTATIONS, AND INTERESTS |
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| Abstrak (Bhs. Indonesia) | Penelitian ini mengeksplorasi penerapan metodologi Lean Six Sigma (LSS) untuk menentukan prioritas perbaikan layanan di Bank Rakyat Indonesia (BRI) berdasarkan persepsi, harapan, dan kepentingan pelanggan. Dengan pendekatan mixed-methods menggunakan desain penjelasan berurutan, data dikumpulkan dari 94 responden melalui kerangka kerja Banking Service Quality (BSQ) yang dilengkapi dengan wawancara mendalam. Penelitian ini mengungkapkan adanya kesenjangan signifikan pada beberapa dimensi kualitas layanan, terutama dalam hal efektivitas dan aksesibilitas. Dengan menerapkan kerangka kerja DMAIC (Define, Measure, Analyze, Improve, Control), penelitian ini mengidentifikasi masalah kritis dan mengusulkan perbaikan strategis, seperti percepatan layanan dan pengurangan hambatan birokrasi. Temuan ini menegaskan efektivitas LSS dalam mengatasi ketidakefisienan operasional sekaligus meningkatkan kepuasan pelanggan di sektor perbankan. |
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| Abtrak (Bhs. Inggris) | This study explores the application of the Lean Six Sigma (LSS) methodology to determine service improvement priorities at Bank Rakyat Indonesia (BRI) based on customer perceptions, expectations, and interests. Using a mixed-methods approach with a sequential explanatory design, data were collected from 94 respondents through the Banking Service Quality (BSQ) framework and complemented with in-depth interviews. The study reveals significant gaps in several service quality dimensions, notably in effectiveness and accessibility. By employing the DMAIC (Define, Measure, Analyze, Improve, Control) framework, the research identifies critical issues and suggests strategic improvements, such as faster service delivery and reduced bureaucratic hurdles. These findings underscore the effectiveness of LSS in addressing operational inefficiencies while enhancing customer satisfaction in the banking sector. |
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| Kata kunci | Keywords: Lean Six Sigma; Banking Service Quality; DMAIC; Bank Rakyat Indonesia; Customer Satisfaction. |
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| Pembimbing 1 | Retno Widuri, SE, M.Si |
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| Pembimbing 2 | Bagas Gumintang, SM, MBA |
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| Pembimbing 3 | - |
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| Tahun | 2025 |
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| Jumlah Halaman | 18 |
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| Tgl. Entri | 2025-01-14 15:34:56.76262 |
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