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Analisis Kualitas Pelayanan Dengan Menggunakan Metode Service Quality (SERVQUAL) (Studi Pada Bank Perkreditan Rakyat Delta Artha Sidoarjo)

H, Prestasia Noviar (2011) Analisis Kualitas Pelayanan Dengan Menggunakan Metode Service Quality (SERVQUAL) (Studi Pada Bank Perkreditan Rakyat Delta Artha Sidoarjo). Other thesis, University of Muhammadiyah Malang.

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Abstract

This type of research conducted by the author is a research survey, titled "Service Quality Analysis Method Using Service Quality (SERVQUAL) (Studies in Rural Bank Artha Sidoarjo Delta). " (Prestasia Noviar Hapsari, Drs. Sri Joko, M.M Dra. Triningsih Sri S, M.M) The purpose of this study is to determine the quality of services provided Arthur RB Delta Sidoarjo against its customers and to identify variables - variables which are to be aware of the management to be the focus of improvement. Based on the results of this study concluded that the quality of services provided by Rural Bank Artha Sidoarjo Delta into the category still quite good. The results can be determined by the value of total servqual is negative -0.53. The customer wants the service provided to the maximum extent possible, but viewed from the respondents' answers through the questionnaire to answer the statement of perception, what is desired by the customer is very far from the expected. Through the four quadrant diagram Cartesians then the variable is a variable that needs to be improved reliability, assurance, responsiveness, emphaty and tangible. So for the fifth dimension of the variables require greater correction and improvement in order to improve service quality satisfaction. Suggestions that can be proposed in this study expected the management of the Delta Rural Bank Artha Sidoarjo always trying to improve the quality of services provided to customers. It is expected that our customers can feel satisfied with the services provided. Efforts to improve the quality needed continuous improvement. To achieve continuous improvement, the PT. RB Sidoarjo Delta Artha is not enough if just accept the idea, but also actively encourage every customer to identify and use opportunities in the repair process. Keywords: Quality of Service, Cartesian diagram

Item Type: Thesis (Other)
Subjects: H Social Sciences > HB Economic Theory
H Social Sciences > HC Economic History and Conditions
Divisions: Faculty of Economics > Department of Management
Depositing User: Fitri Ramandhany
Date Deposited: 09 Nov 2015 07:38
Last Modified: 09 Nov 2015 07:38
URI : http://eprints.umm.ac.id/id/eprint/19121

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