The Importance of Responsiveness in the Quality of Banking Services

Oct 13, 2025 by wbrum.org 112 views

Introduction

PT. Bank Sumut Medan, a reputable bank in Indonesia, has experienced a decline in the quality of its services. Despite winning the "Prima Service Citra Cup Cup" from the Indonesian Market Research (MRI) in 2008, the bank is no longer included in the top 10 BPD with the best service quality. Furthermore, a significant number of negative reviews have been posted online, indicating that the quality of services at the North Sumatra Bank is not optimal and requires improvement. This study aims to analyze the quality of PT. Bank of North Sumatra Medan Coordinator Branch using the Fuzzy-Service Quality method, which helps measure the gap between expectations and customer satisfaction with service quality.

Methodology

This study employed a descriptive method with a survey approach to collect primary data. A questionnaire was distributed to 100 respondents who were selected using the Slovin method. The Fuzzy-Service Quality method was used to analyze the gap between customer expectations and satisfaction with service quality. The results of the study were then used to identify areas for improvement in the quality of banking services at PT. Bank of North Sumatra Medan.

Results

The results of the study showed that the dimensions of responsiveness had the highest gap value with a value of (-2,0900). This indicates that customer expectations of the quality of services in this dimension have not been met optimally. Furthermore, research found that the speed of employees in responding to customer problems needs to be a priority for improvement. This is indicated by a lower satisfaction score, with a gap value of (-0.6950) in the interest dimension.

The Importance of Responsiveness in the Quality of Banking Services

Responsiveness in the context of banking services refers to the alacrity and speed of employees in responding to customer demand and needs. Responsiveness is an important factor in building trust and customer satisfaction. Here are some reasons why responsiveness becomes very important in banking services:

Increasing Customer Satisfaction

Customers expect fast and responsive services. When bank employees can respond quickly and effectively, customers feel valued and prioritized, thereby increasing their satisfaction.

Building Trust

A good responsiveness shows the professionalism and commitment of the bank to customers. This builds trust and encourages customers to be loyal to banks.

Increasing Customer Loyalty

Customers who feel they are served well and responsiveness tend to be more loyal to the bank.

Conclusion

By increasing responsiveness services, PT. Bank of North Sumatra Medan can increase customer satisfaction, build trust, and maintain customer loyalty. This will help banks to achieve its business goals and compete with other banks on the market. The study highlights the need for PT. Bank of North Sumatra Medan to increase responsiveness its employees. Companies need to encourage employees to be more responsive to complaints and problems faced by customers. This can be done in various ways, such as training and improving employee skills in handling customer complaints, as well as building more effective complaints handling systems.

Recommendations

Based on the findings of this study, the following recommendations are made:

Training and Development: Provide regular training and development programs for employees to improve their skills in handling customer complaints and problems.
Complaints Handling System: Develop and implement an effective complaints handling system that ensures prompt and responsive handling of customer complaints.
Employee Empowerment: Empower employees to take ownership of customer complaints and problems, and provide them with the necessary resources and support to resolve issues effectively.
Customer Feedback Mechanism: Establish a customer feedback mechanism that allows customers to provide feedback and suggestions on the quality of services provided by the bank.

By implementing these recommendations, PT. Bank of North Sumatra Medan can improve the quality of its services, increase customer satisfaction, and maintain customer loyalty.

Q: What is the Fuzzy-Service Quality method?

A: The Fuzzy-Service Quality method is a tool used to measure the gap between customer expectations and satisfaction with service quality. It helps organizations identify areas for improvement in their services and make data-driven decisions to enhance customer satisfaction.

Q: What are the dimensions of service quality that were analyzed in this study?

A: The dimensions of service quality that were analyzed in this study include responsiveness, interest, and other relevant factors. The results showed that the dimension of responsiveness had the highest gap value, indicating that customer expectations of the quality of services in this dimension have not been met optimally.

Q: What is the importance of responsiveness in banking services?

A: Responsiveness is an important factor in building trust and customer satisfaction in banking services. It shows the professionalism and commitment of the bank to customers, builds trust, and encourages customers to be loyal to banks.

Q: How can PT. Bank of North Sumatra Medan improve the quality of its services?

A: PT. Bank of North Sumatra Medan can improve the quality of its services by increasing responsiveness its employees. This can be done by providing regular training and development programs for employees, developing and implementing an effective complaints handling system, empowering employees to take ownership of customer complaints and problems, and establishing a customer feedback mechanism.

Q: What are the benefits of improving the quality of banking services?

A: Improving the quality of banking services can lead to increased customer satisfaction, trust, and loyalty. It can also help banks achieve their business goals and compete with other banks on the market.

Q: How can customers provide feedback and suggestions on the quality of services provided by PT. Bank of North Sumatra Medan?

A: Customers can provide feedback and suggestions on the quality of services provided by PT. Bank of North Sumatra Medan by using the bank's customer feedback mechanism, which can be accessed through various channels such as online, phone, or in-person.

Q: What is the significance of this study in the context of banking services?

A: This study is significant in the context of banking services as it highlights the importance of responsiveness in building trust and customer satisfaction. It also provides recommendations for improving the quality of banking services, which can be applied by other banks in the industry.

Q: What are the limitations of this study?

A: The limitations of this study include the small sample size and the use of a single method to collect data. Future studies can build on this research by using a larger sample size and multiple methods to collect data.

Q: What are the future directions for research on the quality of banking services?

A: Future directions for research on the quality of banking services include investigating the impact of technology on customer satisfaction, exploring the role of employee empowerment in improving service quality, and examining the effectiveness of different complaints handling systems.