Lean Six Sigma Approach in Determining Priorities for Service Improvement at Bank Rakyat Indonesia Based on Customer Perceptions, Expectations, and Interests

Abstract

This study explores the application of the Lean Six Sigma (LSS) methodology to determine service improvement priorities at Bank Rakyat Indonesia (BRI) based on customer perceptions, expectations, and interests. Using a mixed-methods approach with a sequential explanatory design, data were collected from 94 respondents through the Banking Service Quality (BSQ) framework and complemented with indepth interviews. The study reveals significant gaps in several service quality dimensions, notably in effectiveness and accessibility. By employing the DMAIC (Define, Measure, Analyze, Improve, Control) framework, the research identifies critical issues and suggests strategic improvements, such as faster service delivery and reduced bureaucratic hurdles. These findings underscore the effectiveness of LSS in addressing operational inefficiencies while enhancing customer satisfaction in the banking sector.

Keywords: Lean Six Sigma; Banking Service Quality; DMAIC; Bank Rakyat Indonesia; Customer Satisfaction.