Service Quality of Banking Credit Based on Six-Sigma Method


The purpose of this research is to get information about banking services in lending process, especially from the time aspect, as needed by a consumer in credit application process. The study was conducted in a bank in West Java, with a sample of 61 incidents. The approach used is the Six-Sigma model, where the dispersion value of a data becomes the main basis in process improvement. The research method is the naturalistic quantitative approach, where the symptom of data taken from an event is analyzed by calculation of dispersion value or deviation from symptom center. Some analysis used are: Range, Average Deviation, Standard Deviation and variance. While the process analysis is done using IMR Chart and Process Capability. Based on the results of the analysis of 61 samples, obtained average in accordance with the target company is 6 days, but there are 20 or 33% of data defects or that do not meet the specification limits, with Range 7, Mean 6,000, SE Mean 0.200, Standard Deviation 1.560 and Variance 2.433. Based on this, the company should use dispersion as a performance reference, where the improvement targets instead of lowering the average lowers the dispersion, because the average hides the variance. Therefore, the bank must make an improvement effort so that the credit processing time in accordance with the company’s target with a small dispersion.



Keywords: Six Sigma, process variability, and quality of service

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