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Analisis Kualitas Layanan Pada Bank Muamalat Indonesia Cabang Malang

Umar, Basri (2013) Analisis Kualitas Layanan Pada Bank Muamalat Indonesia Cabang Malang. Other thesis, University of Muhammadiyah Malang.

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Abstract

Service Quality Analysis on Bank Muamalat Indonesia Malang Branch” (Basri Umar, Drs. Dicky Wisnu Usdekriyanto, M.M dan Rahmad Wijaya, S.E.,M.M) This research is a descriptive research that simply explains the problem to study. The research was conducted in Bank Muamalat Indonesia Malang branch which is headquartered in Jl. Kawi Atas No. 36 A Malang, East Java. The purpose of this study is the first to determine customer perception of quality of service (Teller), and the second is to determine the level of customer satisfaction for the quality of service (Teller) which is in Bank Muamalat Indonesia Malang branch using the five dimensions of service quality variables is direct evidence (tangible), reliability (reliability), responsiveness (responsiveness), guarantee (assurance) and empathy (empathy). The analytical way used in this research is to determine the scale range on customer perception of service quality and customer satisfaction index (IKP) to determine the level of customer satisfaction for the quality of service (Teller) that exist in Malang branch of Bank Muamalat Indonesia. These results indicate that the overall of the five variables on customer perception of quality of service (Teller) at Bank Muamalat Indonesia Malang branch is very good with an average total score of 349.36 included in the 326-400 range (very high). And the level of satisfaction of the 100 respondents was satisfied and the remaining 51 respondents are not satisfied by 49 respondents. The conclusion of this research that customers perceive the quality that existed at Bank Muamalat Indonesia Malang branch is very good and satisfaction in terms of number of customers more satisfied than those not satisfied with the quality of service (Teller) that exist in Malang branch of Bank Muamalat Indonesia.

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: 28 Jan 2016 07:54
Last Modified: 28 Jan 2016 07:54
URI : http://eprints.umm.ac.id/id/eprint/20196

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