EVALUASI KUALITAS LAYANAN BLU BY BCA MENGGUNAKAN METODE E-SERVQUAL DAN IMPORTANCE PERFORMANCE ANALYSIS (IPA)

Nafisa Abida,  Dr. Agusta Ika Prihanti Nugraheni, S.E., M.B.A

2026 | Tugas Akhir | D4 PERBANKAN

Pesatnya perkembangan layanan perbankan digital mendorong bank untuk terus meningkatkan kualitas layanan melalui aplikasi mobile banking. Salah satu layanan tersebut adalah blu by BCA Digital. Meskipun menawarkan berbagai kemudahan transaksi, masih terdapat keluhan pengguna terkait stabilitas sistem, performa aplikasi, dan kualitas layanan. Oleh karena itu, penelitian ini bertujuan untuk menganalisis kualitas layanan aplikasi blu by BCA Digital menggunakan metode E-Servqual dan Importance Performance Analysis (IPA). Penelitian ini merupakan penelitian kuantitatif dengan pendekatan deskriptif yang melibatkan 100 responden, yang dipilih menggunakan teknik purposive sampling. Analisis dilakukan berdasarkan tujuh dimensi E-Servqual, yaitu efficiency, system availability, fulfillment, privacy, responsiveness, compensation, dan contact, kemudian dipetakan menggunakan metode IPA untuk menentukan prioritas perbaikan layanan. Hasil penelitian menunjukkan bahwa nilai rata-rata gap secara keseluruhan sebesar -0,063, yang mengindikasikan bahwa kualitas layanan aplikasi blu by BCA Digital belum sepenuhnya memenuhi harapan pengguna. Nilai Tingkat Kesesuaian (TKI) sebesar 98,20% menunjukkan bahwa kinerja layanan telah mendekati harapan pengguna, namun masih berada di bawah tingkat kepentingan yang diharapkan. Analisis IPA menunjukkan terdapat empat atribut pada Kuadran I yang menjadi prioritas utama perbaikan, yaitu stabilitas sistem, pencegahan freeze aplikasi, reputasi aplikasi, dan kemampuan aplikasi dalam memberikan solusi ketika pengguna mengalami kendala.

The rapid growth of digital banking services has encouraged banks to continuously improve service quality through mobile banking applications. One of these services is blu by BCA Digital. Despite offering various convenient financial transaction features, users still report complaints related to system stability, application performance, and service quality. Therefore, this study aims to analyze the service quality of the blu by BCA Digital application using the E-Servqual and Importance Performance Analysis (IPA) methods. This study employed a descriptive quantitative approach involving 100 respondents selected through purposive sampling. The analysis was conducted based on the seven dimensions of E-Servqual, namely efficiency, system availability, fulfillment, privacy, responsiveness, compensation, and contact, which were subsequently mapped using the IPA method to determine service improvement priorities.The results indicate that the overall average gap value is -0.063, suggesting that the service quality of the blu by BCA Digital application has not yet fully met users' expectations. Furthermore, the overall Conformity Level (TKI) is 98.20%, indicating that the application's performance is close to users' expectations but still falls below the expected level of importance. The IPA results identified four service attributes in Quadrant I as the highest priorities for improvement: system stability, prevention of application freezing, application reputation, and the application's ability to provide adequate solutions when users encounter problems.

Kata Kunci : Blu by BCA Digital, E-Servqual, Importance Performance Analysis (IPA), Digital Banking, Kualitas Layanan