ANALISIS PERSEPSI NASABAH TABUNGAN TERHADAP TINGKAT PELAYANAN NASABAH PADA BANK 'X' (Studi kasus pada PT Bank 'XJ' Kantor Cabang Senayan)

摘要

This study aims at finding out the level of customer satisfaction towards the service provided by the bank, identifying which attributes that are more important for the customer service , and also providing suggestion or input on the proper service strategy for increasing the customer satisfaction. The measurement method for service quality (SERVQUAL) comprises 5 dimensions: reliability, responsiveness, assurance, tangible,udand empathy. The result of SERVQUAL is re-analyzed by the importance Performance Matrix method in order to see the level of importance of the attribute. The analysis result shows that the customer service provided by Bank "X" Senayan Branch has not reached the level of satisfaction expected.udFrom the result of the Importance Performance Matrix method, the attribute which need to be improved are obtained. Some suggestions for the Bank "X" Senayan Branch in the attempt to improve the service performance are: to put priority on the improvement of the performance of the variable on quadrant one, to minimize any gap, and to provide more attention to the customer so the service performance of the Bank "X" can be improved.ud