USULAN PERBAIKAN KUALITAS PELAYANAN DENGAN MENGGUNAKAN METODE SERVICE QUALITY (SERVQUAL) DAN IMPORTANCE PERFORMANCE ANALYSIS (IPA) (STUDI KASUS PT. BANK RAKYAT INDONESIA CABANG SUMENEP)
| Main Author: | Fahardistia, Qoriniah Afrilita |
|---|---|
| Format: | Thesis NonPeerReviewed Book |
| Bahasa: | eng |
| Terbitan: |
, 2018
|
| Subjects: | |
| Online Access: |
http://eprints.umm.ac.id/43713/1/PENDAHULUAN.pdf http://eprints.umm.ac.id/43713/2/BAB%20I.pdf http://eprints.umm.ac.id/43713/3/BAB%20II.pdf http://eprints.umm.ac.id/43713/4/BAB%20III.pdf http://eprints.umm.ac.id/43713/5/BAB%20IV.pdf http://eprints.umm.ac.id/43713/6/BAB%20V.pdf http://eprints.umm.ac.id/43713/7/BAB%20VI.pdf http://eprints.umm.ac.id/43713/8/LAMPIRAN.pdf http://eprints.umm.ac.id/43713/ |
Daftar Isi:
- PT. Bank Rakyat Indonesia (Persero) Tbk Sumenep Branch is located at Trunojoyo Street No.134A, Kolor, Kota Sumenep, Sumenep Regency, East Java 69417 is a service company engaged in transaction services, saving and others located in Sumenep City. The continuity of the service process depends on the employee's performance and the completeness of the existing attributes. The service of BRI Bank Sumenep Branch which is very lacking can have a bad impact and the loss that will be suffered by the company. The emergence of complaints from customers does not rule out the possibility of customer dissatisfaction with the quality of services currently available. With the above problems, the research on service quality needs to be done. In measuring service quality in this company can be used to solve these problems is to use the Service Quality (servqual) method and the Importance Performance Analysis (IPA) method. By using these two methods, it is expected to be able to find out the size of perception and the level of satisfaction of the quality of service of the company towards customers. The results of this study there are 29 attributes and there are 22 attributes that have a negative gap and there are 18 attributes that are in quadrant I that is about the extent of the level of customer satisfaction with the performance given by bank officers who will provide improvement proposals to the company.