ANALISIS PENGUKURAN KUALITAS PELAYANAN BANK X DENGAN MENGGUNAKAN METODE SERVQUAL
| Main Authors: | Lithrone Laricha Salomon; Tarumanagara University, Iphov Kumala Sriwana; Esa Unggul University, Nurlia Delila; Tarumanagara University |
|---|---|
| Format: | Article application/pdf eJournal |
| Bahasa: | eng |
| Terbitan: |
Prodi Teknik Industri FT Untar
, 2014
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| Online Access: |
http://journal.tarumanagara.ac.id/index.php/jidtind/article/view/1617 |
Daftar Isi:
- As a company engaged in the service, the bank should be able to make the customer feel satisfied. The satisfaction can be achieved if the bank knows what customers want. This research aims assist the bank to determine priority of improving the quality service which is still less satisfactory on the basis of the customer’s view. The method used is the method of Servqual. From the result of the data processing, it can be concluded that the quality of service performance Bank X low is precisely the aspects of service that is considered important by the customer.Keywords: The Quality of Service, Customer Satisfaction, Service Quality (Servqual), Gap Analysis.