ANALISIS KEPUASAN NASABAH DENGAN METODA SER VQUAL GUNA MENINGKATKAN KUALITAS PELAYANAN PERBANKAN DI PT BANK XYZ Tbk. KANTOR CABANG KEDIRI

Andjik Setyo Widodo, Bobby Oedy P. Soepangkat, Sony Sunaryo

Abstract


Globalization and technological advancement and the resulting high market competitiveness is giving prominence to the issue of the quality of customer service in the service industry sector, leaving practitioners in the sector with no choice but to properly address the issue in order to be competitive. Consequently, assessing customer service quality in the financial service industry such as bank is vital in determining the standard expected of
the industry. PT Bank XYZ (Persero) Tbk companie is no exception to this requirement. The purpose of this paper is to examine the level of service quality and customer satisfaction in bank.. The results of this investigation revealed that the service quality of PT Bank XYZ (Persero) Tbk branch of Kediri were unsatisfactory. The results also indicated that customers of bank companies rated. In terms of customer satisfaction, the result revealed that customers of
PT Bank XYZ (Persero) Tbk branch of Kediri were not satisfied with the service of these banks. Implications and suggestions for further research are proposed. 


Keywords


Service Quality, Customer Perception, Customer Expectation, Customer Satisfaction

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References


Izah Mohd Tahir and Wan Zulqurnain Wan Ismail, 2004. Service Quality In The Financial Services Industry In Malaysia: The Case Of Islamic Banks And Insurance. Journal of Services dan Standards. Vol. l, no. 2, Nov. 2005.

Mahatmanto, Banu, 2003. Analisis Faktor Faktor Yang Memotivasi Loyalitas Debitur Kredit Konsumsi Bank BPD DIY Cabang Wates, Tesis yang tidak dipublikasikan, Program Pasca Sarjana Universitas Islam Indonesia, Yogyakarta.

Shahin, A., 2005. SERVQUAL and Model of Service Quality Gaps: A Framework for Determining and Prioritizing Critical Factors in Delivering Quality Services, Department of Management, University oflsfahan, Iran.

Zeithaml, V. A; A. Parasuraman; L. L. Berry, 1990. Delivering Quality Service, Balancing Customer Perceptions and Expectations, The Free Press, New York.




DOI: http://dx.doi.org/10.12962/j24609463.v2i1.2815

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