PENILAIAN KINERJA CUSTOMER RELATIONSHIP MANAGEMENT DALAM INDUSTRI PERBANKAN DENGAN MENGGUNAKAN METODE ANALYSIS HIERARCHY PROCESS (STUDI KASUS PADA BANK. XXX)
Abstract: Bank XXX is company
engaged in the service industry, has eight divisions need employees who can
work well so that customer satisfaction can be achieved. In the end, the need
for performance assessment conducted at Bank XXX. It aims to determine which
division works optimally by providing the weighting criteria in accordance with
the Bank XXX. Method of Analysis Hierarchy Process is used to provide the
weighting. AHP is a decision support models which will outline the multi-factor
problem or a complex multi-criteria into a hierarchy. The first level is the
goal, which is followed by the level of factors, criteria, sub-criteria, and so
on down to the last level of the alternatives. Assessment will be carried out
by top mangement and the concerned division at Bank XXX. Basic theory used to
solve the problems at Bank XXX is the Customer Relationship Management. From
the results of calculations can be seen that the order of priority of Bank XXX
that have the most important performance criterion is the Information
Technology Division (0.198912), Logistics Division (0.172157), International
Banking Division (0.124572), the Internal Audit Division (0, 119 687), Consumer
Banking Division (0.107502), Operations Development Division (0.099893), Human
Resources Division (0.093967) and the Finance and Accounting Division
(0.083311). Then an assessment of performance by Key Performance Indicator and
the result is that there is one KPI yellow. This means it needs to be an
improvement for the performance of the company can take place properly.
Keywords: Analysis Hierarchy
Process, Customer Relationship Management, Emplyoes Performance, Key
Performance Indicator
Penulis: Mohammad Agung
Saryatmo, Ahmad, Inge Elsera Kristian
Kode Jurnal: jptindustridd150326
