Application of the Importance Performance Analysis (IPA) Method to Analyze Customer Satisfaction at Pt Bank Independent Branch Medan Pinang Island
Year: 2025
Type: article
Study design: Observational Study
Abstract: By assessing the correlation between customer perceptions and service/product quality improvement priorities, the Importance Performance Analysis (IPA) method, also known as quadrant analysis, seeks to ascertain the correlation between client perceptions and the aim of improving product/service quality. In order to increase customer satisfaction and service quality, Bank Mandiri Branch Medan Pulau Pinang must work beyond expectations, so that customers will be happy when using the services offered by Bank Mandiri Branch Medan Pulau Pinang. As a result of this, Importance Performance Analysis (IPA) which has 25 qualities valid is used to find out how satisfied customers are with the quality of services offered by Bank Mandiri Branch Medan Pulau Pinang. Direct questions are also asked to customers who utilize and use the service. The results showed that the highest conformity level for service quality was 99.98% or security and confidentiality of customer data, and for the lowest conformity level was 97.27% or convenience and security of the location and available parking area. Because the average result is 99.76%, it can be said that all of these characteristics or attributes are above average, because they are close to 100%, so it can be concluded that the suitability level of PT. Bank Mandiri Branch Medan Pulau Pinang has been effective
Language: English
Domain: Social Sciences
Open Access status: hybrid
OpenAlex ID: W4412460638