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LAPORAN TUGAS AKHIR

ANALISIS KEPUASAN NASABAH TERHADAP PELAYANAN

BERDASAR SERVICE QUALITY MENGGUNAKAN STRUCTURAL

EQUATION MODELING (SEM)

(STUDI KASUS: BANK JATENG SYARIAH KCPS UMS)

Diajukan Sebagai Syarat Memperoleh Gelar Sarjana Teknik

Jurusan Teknik Industri Fakultas Teknik

Universitas Muhammadiyah Surakarta

Diajukan Oleh:

Yoga Zaelany

D 600.140.100

JURUSAN TEKNIK INDUSTRI FAKULTAS TEKNIK

UNIVERSITAS MUHAMMADIYAH SURAKARTA

2018

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HALAMAN MOTTO

“Tidak ada masalah yang tidak bisa diselesaikan selama ada komitmen untuk

menyelesaikannya”

(Penulis)

“Imagination is more important than knowledge”

(Albert Einstein)

“Try not to become a man of success, but rather try to become a man of value”

(Albert Einstein)

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HALAMAN PERSEMBAHAN

Laporan penelitian ini penulis persembahkan

kepada :

1. Program Studi Teknik Industri Fakultas

Teknik Universitas Muhammadiyah

Surakarta.

2. Kedua orang tua tercinta.

3. Adik perempuan tercinta.

4. Teman-teman penulis yang selalu memberi

dukungan dan bantuan dalam menyelesaikan

laporan penelitian ini.

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KATA PENGANTAR

Assalamu’alaikum Wr. Wb.

Puji syukur penulis panjatkan kehadirat Allah SWT atas segala rahmat,

karunia serta hidayah-Nya, sehingga penulis dapat menyelesaikan laporan tugas

akhir dengan judul “Analisis Kepuasan Nasabah Terhadap Pelayanan Berdasar

Service Quality Menggunakan Structural Equation Modeling (SEM) Studi Kasus:

Bank Jateng Syariah KCPS UMS”. Shalawat beserta salam selalu tercurahkan

kepada Nabi Muhammad SAW yang telah memberikan pedoman hidup bagi umat.

Selama penulisan laporan tugas akhir, penulis mendapatkan bantuan

dan bimbingan dari berbagai pihak. Penulis mengucapkan terimakasih kepada:

1. Bapak Ir. Sri Sunarjono, M.T., Ph.D., selaku Dekan Fakultas Teknik Universitas

Muhammadiyah Surakarta.

2. Bapak Eko Setiawan, S.T., M.Eng., Ph.D., selaku Ketua Jurusan Teknik Industri.

3. Ibu Dr. Indah Pratiwi, S.T., M.T., selaku dosen pembimbing yang bersedia

memberikan bimbingan dan arahan dalam penyusunan Laporan Tugas Akhir ini.

4. Seluruh Dosen Teknik Industri Universitas Muhammadiyah Surakarta atas

segala bimbingan dan arahannya dalam menuntut ilmu.

5. Pimpinan Bank Jateng Syariah KCPS UMS, yang telah memberikan izin kepada

penulis untuk melaksanakan penelitian dan seluruh pegawai Bank Jateng

Syariah KCPS UMS, yang telah membantu dalam memberikan informasi dalam

melakukan penelitian.

6. Semua pihak yang telah membantu dalam penulisan skripsi yang tidak dapat

disebutkan satu-persatu.

Penulis menyadari bahwa laporan ini jauh dari sempurna. Penulis

mengharap kritik dan saran,sehingga skripsi ini dapat bermanfaat bagi semua pihak.

Wassalamu’alaikum Wr. Wb.

Surakarta, 26 Mei 2018

Penulis

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DAFTAR ISI

HALAMAN SAMPUL............................................................................................i

HALAMAN PENGESAHAN................................................................................ii

HALAMAN PERSETUJUAN.............................................................................iii

HALAMAN PERNYATAAN...............................................................................iv

HALAMAN MOTTO............................................................................................v

HALAMAN PERSEMBAHAN...........................................................................vi

KATA PENGANTAR..........................................................................................vii

DAFTAR ISI........................................................................................................viii

DAFTAR TABEL..................................................................................................xi

DAFTAR GAMBAR............................................................................................xii

DAFTAR LAMPIRAN ......................................................................................xiii

ABSTRAK ...........................................................................................................xiv

BAB I PENDAHULUAN..................................................................................1

1.1 Latar Belakang.......................................................................................1

1.2 Permusan Masalah.................................................................................3

1.3 Batasan Masalah....................................................................................4

1.4 Tujuan Penelitian...................................................................................4

1.5 Manfaat Penelitian.................................................................................4

1.6 Sistematika Penulsan.............................................................................5

BAB II LANDASAN TEORI.............................................................................6

2.1 Definisi Jasa............................................................................................6

2.2 Definisi Kualtas......................................................................................6

2.3 Konsep Kualitas Jasa.............................................................................6

2.4 Kepuasan Pelanggan..............................................................................7

2.5 Service Quality (ServQual).....................................................................9

2.6 Structural Equation Modeling (SEM).................................................10

2.6.1 Konsep Struktur EquationModeling (SEM)..............................12

2.6.2 Model Structural Equation Modeling (SEM)............................13

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2.6.3 Asumsi dalam Structural Equation Modeling (SEM)...............14

2.7 Pengukuran Indeks Kepuasan Pelanggan.........................................20

2.8 Kerangka Pemikiran...........................................................................21

2.9 Tinjauan Pustaka.................................................................................22

BAB III METODE PENELITIAN....................................................................24

3.1 Objek Penelitian...................................................................................24

3.2 Identifikasi Populasi dan Sampel........................................................24

3.2.1 Populasi.......................................................................................24

3.2.2 Sampel.........................................................................................25

3.2.3 Teknik Pengambilan Sampel.....................................................26

3.3 Data dan Pengumpulan Data..............................................................27

3.3.1 Sumber Data...............................................................................27

3.3.2 Metode Pengumpulan Data.......................................................27

3.3.3 Waktu Pengumpulan Data........................................................29

3.4 Instrumen penelitian (Alat dan Bahan)..............................................29

3.5 Metode Pengolahan Data.....................................................................30

3.6 Metode Analisis....................................................................................31

3.6.1 Uji validitas dan reliabilitas Indikator......................................32

3.6.2 Analisis Deskriptif......................................................................32

3.6.3 Structural Equation Modeling (SEM)........................................33

3.6.4 Analisis Fishbone Diagram........................................................34

3.7 Kerangka Pemecahan Masalah..........................................................36

BAB IV HASIL DAN PEMBAHASAN............................................................37

4.1 Profil Perusahaan................................................................................37

4.2 Penentuan Sampel................................................................................39

4.3 Variabel dan Indikator Pengukuran..................................................40

4.4 Uji Validitas dan Reliabilitas Kuesioner............................................41

4.4.1 Uji Validitas................................................................................41

4.4.2 Uji Reliabilitas............................................................................42

4.5 Analisis Deskriptif................................................................................42

4.6 Structural Equation Modeling (SEM)..................................................45

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4.6.1 Pengembangan Model Teoritis..................................................45

4.6.2 Penyusunan Diagram Alur (Path Diagram)..............................45

4.6.3 Konversi Diagram Alur ke dalam Persamaan..........................46

4.6.4 Memilih Matriks Input dan Estimasi Model.............................49

4.6.5 Analisis atau Identifikasi Model Struktural.............................49

4.6.6 Evaluasi Kriteria Goodness-of-Fit.............................................50

4.6.7 Interprestasi dan Modifikasi Model SEM................................54

4.7 Analisis Fishbone Diagram...............................................................................56

BAB V PENUTUP............................................................................................60

5.1 Kesimpulan...........................................................................................60

5.2 Saran.....................................................................................................60

DAFTAR PUSTAKA

LAMPIRAN

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DAFTAR TABEL

Tabel 2.1 Indikator Uji Kelayakan Model...............................................................17

Tabel 2.2 Tinjauan Pustaka Penelitian....................................................................22

Tabel 2.3 Lanjutan Tabel 2.2..................................................................................23

Tabel 3.1 Jumlah pengguna layanan Bank Jateng Syariah KCPS UMS..................24

Tabel 3.2 Estimasi Jadwal Pengumpulan Data.......................................................29

Tabel 4.1 Keterangan Struktur Organisasi KCPS Bank Jateng Syariah................38

Tabel 4.2 Cluster Random Sampling Tahap I..........................................................39

Tabel 4.3 Cluster Random Sampling Tahap II........................................................39

Tabel 4.4 Kuesioner Hasil Penelitian SEM............................................................40

Tabel 4.5 Hasil Pengolahan Uji Validitas...............................................................41

Tabel 4.6 Hasil Uji Reliabilitas...............................................................................42

Tabel 4.7 Hasil Tingkat Kepuasan Nasabah............................................................42

Tabel 4.8 Hasil Tingkat Pemenuhan Keinginan Nasabah.......................................43

Tabel 4.9 Hasil Survei Pemakaian Virtual Account................................................44

Tabel 4.10 Hasil Output Notes for Model................................................................50

Tabel 4.11 Hasil pengolahan Assessment of normality...........................................51

Tabel 4.12 Hasil Output Uji Validitas Konvergen………………………………..52

Tabel 4.13 Hasil Pengolahan Composite Reliability...............................................53

Tabel 4.14 Hasil Uji Goodness-of-Fit Model..........................................................53

Tabel 4.15 Hasil Regression Weights Model SEM..................................................54

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DAFTAR GAMBAR

Gambar 2.1 Pemodelan Structural Equation Modeling (SEM).............................13

Gambar 2.2 Kerangka Berfikir...............................................................................21

Gambar 3.1 Teknik Cluster Random Sampling.......................................................27

Gambar 3.2 Gambar Kerangka Pemecahan Masalah..............................................36

Gambar 4.1 Bentuk Struktur Organisasi Bank Jateng Syariah KCPS UMS..........38

Gambar 4.2 Grafik Tingkat Kepuasan Nasabah......................................................43

Gambar 4.3 Grafik Tingkat Pemenuhan Keinginan Nasabah.................................43

Gambar 4.4 Grafik Survei Pemakaian Virtual Account...........................................44

Gambar 4.5 Structural Equation Modeling.............................................................46

Gambar 4.6 Pengukuran Model Reliability.............................................................46

Gambar 4.7 Pengukuran Model Responsiveness....................................................47

Gambar 4.8 Pengukuran Model Assurance.............................................................47

Gambar 4.9 Pengukuran Model Empathy...............................................................47

Gambar 4.10 Pengukuran Model Tangibles............................................................48

Gambar 4.11 Pengukuran Model Tangibles............................................................48

Gambar 4.12 Pengukuran Model Customer Expectation........................................48

Gambar 4.13 Pengukuran Model Customer Statisfaction.......................................48

Gambar 4.14 Output Model standardized estimation.............................................50

Gambar 4.15 Fishbone Diagram Peningkatan kualitas Layanan.......................... 56

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DAFTAR LAMPIRAN

Lampiran 1. Kuesioner 1

Lampiran 2. Hasil Rekap Kuesioner 1

Lampiran 3. Hasil Pembobotan Kuesioner 1

Lampiran 4. Profil Data Responden Kuesioner 1

Lampiran 5. Keterangan Tambahan Indikator

Lampiran 6. Kuesioner 2

Lampiran 7. Hasil Rekap Kuesioner 2

Lampiran 8. Hasil Tabulasi Data Analisis Deskriptif Kuesioner 2

Lampiran 9. Data Responden

Lampiran 10. Hasil Output Uji Validitas Kuesioner Menggunakan SPSS 24

Lampiran 11. Hasil Output Uji Reliabilitas Kuesioner Menggunakan SPSS 24

Lampiran 12. Hasil Pengolahan data Structural Equation Modeling (SEM)

Lampiran 13. Dokumentasi Observasi Penelitian

Lampiran 14. Kartu Bimbingan Tugas Akhir

Lampiran 15. Lembar Revisi Tugas Akhir

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ABSTRAK

Penelitian ini mempunyai tujuan yaitu, untuk mengetahui indeks kepuasan

nasabah pada kualitas pelayanan, mengetahui pengaruh setiap dimensi kualitas

pelayanan terhadap kepuasan nasabah, mengetahui pengaruh pemenuhan

ekspektasi atau harapan nasabah terhadap kepuasan nasabah, serta memberikan

usulan perbaikan berupa saran agar dapat meningkatkan kualitas jasa Bank Jateng

Syariah KCPS UMS.

Metode pada penelitian ini yaitu Service Quality (ServQual) dengan

pendekatan Structural Equation Modeling (SEM) yaitu teknik atau metode

statistika yang menguji rangkaian hubungan antara konstruk variabel terikat

(dependen) terhadap konstruk variabel bebas (independen). Rangkaian setiap

konstruk yaitu berasal dari indikator pada variabel dependen dan independen.

Kepuasan nasabah pada pelayanan Bank jateng Syariah KCPS UMS yaitu

sebesar 56,4% nasabah puas, sebesar 5% sangat puas dan beranggapan cukup puas

dengan persentase 35%, serta 3,6% nasabah merasa tidak puas. Dimensi yang

mempunyai pengaruh signifikan terhadap kepuasan nasabah Bank Jateng Syariah

KCPS UMS yaitu reliability, responsiveness, dan Assurance.

Kata Kunci: Customer Statisfaction, Service Quality, Structural Equation

Modeling

ABSTRACT

The purpose of this research is to find out customer satisfaction index on

service quality, to know the influence of each dimension of service quality to

customer satisfaction, to know the influence of fulfillment of expectation or

customer expectation to customer satisfaction, and give suggestion of improvement

in the form of suggestion to improve service quality of Bank Jateng Syariah KCPS

UMS.

The method of this research is Service Quality (ServQual) with Structural

Equation Modeling (SEM) approach that is a technique or statistical method which

test the relationship between construct of dependent variable to independent

variable construct. The series of each construct is derived from the indicator on the

dependent and independent variables.

Customer satisfaction in the service of Bank Central Java syariah KCPS

UMS that is equal to 56.4% satisfied customers, 5% very satisfied and consider

quite satisfied with the percentage of 35%, and 3.6% of customers are not satisfied.

Dimensions that have a significant influence on customer satisfaction Bank Jateng

Syariah KCPS UMS that is reliability, responsiveness, and Assurance.

Keywords: Customer Statisfaction, Service Quality, Structural Equation Modeling