ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN MERCHANT PADA BISNIS ACQUIRING PERBANKAN

Abstract

Acquiring business is a business to handle payment transactions using credit cards and debit card through EDC (Electronic Data Capture) as means of payment cash replacement (cashless). From the data obtained in the regional Jakarta, the ratio of the active EDC overall average under 50% of the amount of EDC are attached. The decline in the number of EDC active ratio by 2014 due to factors of the quality of service. The aim of this research is to find out the services quality and attributes considered important but not satisfactorily perceived by sellers/merchants. Services quality in this study includes five dimentions of quality of services such as empathy, assurance, reliability, responsiveness and tangibles. Data obtained from a questionnaire for 125 respondents. This study uses two methods, which is, servqual method and importance performance analysis (IPA) method. The results are the current quality of service is still not satisfactory because there is still a gap between expectations and perceived. The biggest gaps is gap value in the dimension of responsiveness (2,032) with the value of service quality is 0,549. While the smallest gap value is dimension of empathy (1,080) with the value of service quality is 0,762. There are 9 attributes in the quadrants A. Because the perceived service does not match the expected, therefore attribute on A quadrant should be a concern for the next repair because these attributes are considered very important.