Analisis tingkat pelayanan nasabah pada jaringan kantor cabang utama kantor layanan pt bank a di wilayah 10

摘要

Analysis of Customer Service Quality at The Network of Main Branch Offices - Service Offices of PT. Bank "A" in Area 10udJacobus J. ChandraudThe objectives of this research are 1) to identify the service quality of the main branch office and services office of Bank "A" based on the perception of the customer and management; 2) to asses the gap between the "evaluation and belief of the service rendered by Bank "A" to its customer; 3) to develop alternative program of service improvement to perfect the implementation of the service of Bank "A".. The data were collected from observation, interview and distributing questioner as well as literature study. This analysis used Servqual Method, analysis "evaluation and believe", as well as analysis "Model Fishbein Attitude". Conclusion from this research based on the "Servqual Analysis", service quality of Bank "A" should be classified of "Acceptable to Customer" namely the rendered services have suited the customer's expectation and the customer do need them, however actually the Bank "A" has not realized what are required by its customer's. The suggestion for the Bank "A" are 1) Empathy Dimension - the service quality should be prioritized for improvement; 2) The Tangible Dimension - should be improved since its has the highest gap level when compared to the evaluation; 3) Grounded on the research, alternative program that may be implemented to improve the service of bank "A" are also suggested..