ANGIN, NURUL FADILLAH BORU (2024) PENINGKATAN KUALITAS LAYANAN LIVIN’ BY MANDIRI MENGGUNAKAN INTEGRASI METODE TEXT MINING, MOBILE BANKING SERVICE QUALITY, DAN QUALITY FUNCTION DEPLOYMENT. S1 thesis, Fakultas Teknik Universitas Sultan Ageng Tirtayasa.
![[img]](https://eprints.untirta.ac.id/style/images/fileicons/text.png) |
Text (SKRIPSI)
Nurul Fadillah Boru Angin_3333200052_Fulltext.pdf - Submitted Version Restricted to Registered users only Download (2MB) |
|
Text (SKRIPSI)
Nurul Fadillah Boru Angin_3333200052_01.pdf Restricted to Registered users only Download (1MB) |
|
Text (SKRIPSI)
Nurul Fadillah Boru Angin_3333200052_02.pdf Restricted to Registered users only Download (709kB) |
|
Text (SKRIPSI)
Nurul Fadillah Boru Angin_3333200052_03.pdf Restricted to Registered users only Download (480kB) |
|
Text (SKRIPSI)
Nurul Fadillah Boru Angin_3333200052_04.pdf Restricted to Registered users only Download (1MB) |
|
Text (SKRIPSI)
Nurul Fadillah Boru Angin_3333200052_05.pdf Restricted to Registered users only Download (465kB) |
|
Text (SKRIPSI)
Nurul Fadillah Boru Angin_3333200052_06.pdf Restricted to Registered users only Download (394kB) |
|
Text (SKRIPSI)
Nurul Fadillah Boru Angin_3333200052_Ref.pdf Restricted to Registered users only Download (375kB) |
|
Text (SKRIPSI)
Nurul Fadillah Boru Angin_3333200052_Lamp.pdf Restricted to Registered users only Download (680kB) |
|
Text (SKRIPSI)
Nurul Fadillah Boru Angin_3333200052_CP.pdf Restricted to Registered users only Download (31MB) |
Abstract
The quality of customer service is a critical measure of success that significantly influences a company's image. Livin' by Mandiri stands out as a mobile application-based banking service. However, a concern arises due to the relatively low rating of the Livin' by Mandiri application compared to similar m-banking applications. The application's rating serves as a representation of user satisfaction with the Livin' by Mandiri m-banking service. To address the challenges observed in Livin' by Mandiri m-banking, a comprehensive study was conducted on m-banking service quality using Text Mining, Mobile Banking Service Quality, and Quality Function Deployment (QFD) methods to enhance its services. The primary objective of this research is to propose strategies for improving service quality based on user feedback.The research commenced with a text mining method, specifically conducting sentiment analysis retrieved from the Google Play Store using the Support Vector Machine (SVM) algorithm. The accuracy measures obtained include accuracy (0.86), precision (0.86), recall (0.84), F1-score (0.85), and AUC (0.84). Negative sentiments revealed five dimensions comprising 15 attributes of m-banking service quality, which were then incorporated into a questionnaire distributed to 100 respondents. Six attributes were identified as priority attributes based on the lowest gap values, subsequently becoming the voice of the customer in the QFD method. By constructing the House of Quality (HoQ) matrix, the priority ranking of technical responses was determined. The proposed strategies include optimizing tools, enhancing application features, managing memory usage, reducing excessive animations and the use of live wallpapers, implementing an effective update mechanism, incorporating content localization features, and consistently considering customer feedback on applications.
| Item Type: | Thesis (S1) | |||||||||
|---|---|---|---|---|---|---|---|---|---|---|
| Contributors: |
|
|||||||||
| Additional Information: | Kualitas layanan pelanggan merupakan ukuran keberhasilan bagi perusahaan yang akan berdampak pada citra perusahaan. Livin’ by Mandiri merupakan salah satu layanan perbankan berbasis mobile aplikasi. Permasalahan yang terjadi yaitu pada rendahnya rating aplikasi Livin’ by Mandiri jika dibandingkan dengan aplikasi m-banking serupa. Rating pada aplikasi tersebut dapat menjadi representasi kepuasan dari pengguna dalam menggunakan layanan m-banking Livin’ by Mandiri. Berdasarkan permasalahan yang terjadi pada m-banking Livin’ by Mandiri, maka dilakukan penelitian mengenai kualitas layanan m-banking menggunakan metode Text Mining, Mobile Banking Service Quality, dan Quality Function Deployment (QFD) untuk dapat meningkatkan layanannya. Penelitian ini bertujuan untuk memberikan usulan strategi perbaikan kualitas layanan yang bersumber dari suara pengguna. Penelitian dimulai dengan metode text mining yaitu melakukan analisis sentimen yang diambil dari Google Play Store dengan menggunakan algoritma Support Vector Machine (SVM) mendapatkan ukuran ketepatan meliputi accuracy 0,86; precison 0,86; recall 0,84; FI-score 0,85; dan AUC 0,84. Melalui sentimen negatif didapatkan 5 dimensi yang terdiri dari 15 atribut m-banking service quality sebagai atribut dalam kuesioner yang disebarkan kepada 100 responden. Sebanyak 6 atribut dipilih menjadi atribut prioritas berdasarkan nilai gap terendah yang kemudian menjadi voice of customer dalam metode QFD. Melalui konstruksi matriks House of Quality (HoQ) didapatkan peringkat prioritas respon teknis dengan strategi berupa optimalisasi tools, fitur aplikasi, dan penggunaan memori, mengurangi animasi yang berlebihan dan penggunaan live wallpaper, membuat mekanisme pembaruan, menyediakan fitur lokalisasi konten, serta selalu mempertimbangkan feedback dari pelanggan terhadap aplikasi. | |||||||||
| Subjects: | H Social Sciences > H Social Sciences (General) H Social Sciences > HF Commerce H Social Sciences > HF Commerce Q Science > QA Mathematics > QA75 Electronic computers. Computer science T Technology > T Technology (General) |
|||||||||
| Divisions: | 03-Fakultas Teknik 03-Fakultas Teknik > 26201-Jurusan Teknik Industri |
|||||||||
| Depositing User: | Nurul Fadillah Boru Angin | |||||||||
| Date Deposited: | 16 Feb 2024 11:01 | |||||||||
| Last Modified: | 16 Feb 2024 11:01 | |||||||||
| URI: | http://eprints.untirta.ac.id/id/eprint/33035 |
Actions (login required)
 |
View Item |